Re: Remedy 5.1, no permission to requests when searching?

[Elinore AR]

I was actually thinking about row-level access too. But then, I did
not write this app and don't know what they really did with it. But
yeah, I will be checking if they implemented that and see if it could
be done that way too.

On Dec 6, 1:26 pm, Joe D'Souza <[EMAIL PROTECTED]> wrote:
> Or have you implemented row level access?
>
> Joe D'Souza
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
> PROTECTED] Behalf Of Lisa Westerfield
> Sent: Wednesday, December 05, 2007 11:59 PM
> To: [EMAIL PROTECTED]
> Subject: Re: Remedy 5.1, no permission to requests when searching?
>
> Do they have permission to the request ID field?
>
> - Original Message -
> From: Action Request System discussion list(ARSList)
> ___
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Re: SOLVED: Remedy 5.1, no permission to requests when searching?

[Lisa Westerfield]

Anytime, that's what we're here for. We all need help now and again.
Good luck and enjoy!

- Original Message -
From: Action Request System discussion list(ARSList) 
To: arslist@ARSLIST.ORG 
Sent: Wed Dec 05 23:27:14 2007
Subject: SOLVED: Remedy 5.1, no permission to requests when searching?

i cleared all the fields and tried searching again, no difference
then i checked on all the fields and found that only in the Request ID
field that they do not have permission. sweet!

i'm a newbie and just picked up on the app we use now and trying to
find my way around it...hard to debug other ppl's work!

so thanks for all your input! you guys rock.

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SOLVED: Remedy 5.1, no permission to requests when searching?

[Elinore AR]

i cleared all the fields and tried searching again, no difference
then i checked on all the fields and found that only in the Request ID
field that they do not have permission. sweet!

i'm a newbie and just picked up on the app we use now and trying to
find my way around it...hard to debug other ppl's work!

so thanks for all your input! you guys rock.

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Re: Remedy 5.1, no permission to requests when searching?

[Joe D'Souza]

Or have you implemented row level access?

Joe D'Souza

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Lisa Westerfield
Sent: Wednesday, December 05, 2007 11:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy 5.1, no permission to requests when searching?


Do they have permission to the request ID field?

- Original Message -
From: Action Request System discussion list(ARSList) 
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Re: Write Access to Field

[Joe D'Souza]

If I understood you correctly, you are getting this error when you modify
the entry that the staff member made? If so, to which field specifically
does it complain that the user has no write access to?

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Gayford, Matthew C.
  Sent: Wednesday, December 05, 2007 3:25 PM
  To: arslist@ARSLIST.ORG
  Subject: Write Access to Field


  **
  I’m having some problems writing to a field on a form I’ve created, I hope
this makes sense…



  I’ve created a form with Visible permissions to the Staff group (custom
group). I created a test user and added the Staff group to his group list.
The test staff member is able to create entries in the form.



  The form has another tab that is only viewable to people in the Support
group (another custom group). On that tab, there is a text field that has
Change permissions set for the Support group. I made a second user who
belongs to the support group and tried to add data to the entry the Staff
member made on the Support tab. When I do this, I get an ARRERR 330 error
(you do not have write access to field).



  Can anyone point me in the right direction on this? Thanks.



  -Matt

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Re: Remedy 5.1, no permission to requests when searching?

[Lisa Westerfield]

Do they have permission to the request ID field?

- Original Message -
From: Action Request System discussion list(ARSList) 
To: arslist@ARSLIST.ORG 
Sent: Wed Dec 05 22:55:14 2007
Subject: Remedy 5.1, no permission to requests when searching?

we had reports recently that some clients could not view the tickets
that they logged in our system. i tried checking their user and group
permission and everything looks normal. when i search for the ticket
using my company account, i can search and view the client tickets
fine. but when the client would try to search for some of their
tickets, they keep on getting:

"No matching requests (or no permission to requests) for qualification
criteria. (ARWARN 1200)"

any idea on where else i should look at to solve this issue?

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Re: Remedy 5.1, no permission to requests when searching?

[Joel Sender]

Sounds like some hidden field is being set.
First select 'edit>clear all' before the customer runs the search.
If still bad, run an Active Link log to see what is being set in the
background
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 Elinore AR
Sent: Wednesday, December 05, 2007 8:55 PM
To: arslist@ARSLIST.ORG
Subject: Remedy 5.1, no permission to requests when searching?

we had reports recently that some clients could not view the tickets
that they logged in our system. i tried checking their user and group
permission and everything looks normal. when i search for the ticket
using my company account, i can search and view the client tickets
fine. but when the client would try to search for some of their
tickets, they keep on getting:

"No matching requests (or no permission to requests) for qualification
criteria. (ARWARN 1200)"

any idea on where else i should look at to solve this issue?


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Remedy 5.1, no permission to requests when searching?

[Elinore AR]

we had reports recently that some clients could not view the tickets
that they logged in our system. i tried checking their user and group
permission and everything looks normal. when i search for the ticket
using my company account, i can search and view the client tickets
fine. but when the client would try to search for some of their
tickets, they keep on getting:

"No matching requests (or no permission to requests) for qualification
criteria. (ARWARN 1200)"

any idea on where else i should look at to solve this issue?

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Re: Happy Trails, Pat Zandi!!

[Joe D'Souza]

Hello Patrick,

Happy retirement! Thank you for all your contributions through these years.
I enjoyed reading your posts and learnt a lot from them..

Cheers

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Howard Richter
  Sent: Wednesday, December 05, 2007 6:42 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Happy Trails, Pat Zandi!!


  **
  Pat,

  I hope you see this. All I can say is thanks for your service to our
country and your help over the years.

  Good luck and enjoy the rest of your life.

  Howard


  On Dec 5, 2007 5:42 PM, Grooms, Frederick W <[EMAIL PROTECTED]>
wrote:

**
Pat,  Without you the list will be a whole lot less interesting

Best of luck in whatever you decide to do.




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire
Sent: Wednesday, December 05, 2007 4:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Happy Trails, Pat Zandi!!


**
I have to add my "AOL" to Rick's comments and say

ME TOO!!

Hope you find something in the Remedy Community!




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, December 04, 2007 12:55 PM
To: arslist@ARSLIST.ORG
Subject: Happy Trails, Pat Zandi!!


**
Pat, I don't know if you will be a part of the list or the Remedy
community after you retire at the end of this week, but in case you aren't,
I wanted to pass along to you my gratitude for your service to the Remedy
community, your 30 years of service to your country, and your friendship
with me.

I am a better person for knowing you (and I hope that isn't past
tense!).  The list wouldn't be the same without you, buddy!

Rick Cook
__20060125___This posting was submitted with HTML in
it___



  --
  Howard Richter
  ITIL Foundation Certified
  Red Hat Certified Technician
  CompTIA Linux+ Certified
  [EMAIL PROTECTED]
  Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward
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Re: Atrium Integration Engine

[Shyam Attavar]

We are using AIE to bring in data from an external Inventory Database (not one 
that has a predefined mapping). The good thing is the mapping is simple to 
create, since the CMDB CDM classes are readily available. However, the bigger 
challenge for us was to get the external data (which is in a flat data 
structure) organized in such a fashion as to map to the CDM. We have been doing 
incremental get from the source data and building relationships. I have not 
really seen any performance issues.

However, the UI is clunky and counter intuitive (in many places). But once I 
figured out the ones that I cared about, it was easy to get used to...

BTW, we also have BMC Topology Discovery and that has an automatic feed into 
the CMDB via the CMDB API. However, there is no control over what data goes 
into the CMDB -- and this has been a drag for us, since anything that was 
discovered was dumped into CMDB, so drawing meaningful conclusions from the 
CMDB has been a royal pain, especially when trying to provide a simple way for 
the Service Desk to use this data in a simple manner. So, building another set 
of AIE jobs to bring data from TD, instead of using the OOB integration is an 
option we are considering instead of writing another set of API programs to do 
what TD is already doing.

Cheers,
--
Shyam
  - Original Message - 
  From: Thad K Esser 
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Wednesday, December 05, 2007 11:56 AM
  Subject: Re: Atrium Integration Engine


  ** 
  And I'd be one of those that have used Croom's product successfully (in a 
previous life).  Its a great product. 

  I think one of the pieces I was missing was that AIE offers adapters to link 
different types of databases (I see that in the manuals now - it just didn't 
register with me the first time through).  But other than providing those 
links, I'm not getting how it simplifies an integration or offers performance 
improvements over building my own?  Does it come with predefined mappings for 
CMDB?  It seems I'd still have to create all those anyway. 

  Apparently, I'm being dense this week -  I appreciate the patience. 

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


"Gidd" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 
 
12/05/2007 11:07 AM Please respond to
  arslist@ARSLIST.ORG 


   To arslist@ARSLIST.ORG  
  cc  
  Subject Re: Atrium Integration Engine 

  

   



  Drew,

  The other alternative is of course to use Croom Consulting's
  Link to External Databases which is an ARDBC-Plug-in and it comes in many
  popular flavors DB2, Oracle, Sybase, MS SQL, MySQL and etc.

  http://www.buoyantsolutions.net/External_DB.html

  There are many on this list that have used this solution successfully.


  Regards...Gidd




  -Original Message-
  From: Action Request System discussion list(ARSList)
  [mailto:[EMAIL PROTECTED] On Behalf Of Drew Shuller
  Sent: Wednesday, December 05, 2007 9:23 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: Atrium Integration Engine

  Thad,

  AIE provides a decent integraion point between Remedy and other databases.
  The interface is a little clunky, but it does what it's supposed to do. The
  alternative is to write your own interfaces.

  Drew


  On Tue, 4 Dec 2007, Thad K Esser wrote:

  > Hello,
  >
  > I'm looking for some input on the value of the Atrium Integration 
  > Engine - trying to decide if I want to use it or not.  In reading 
  > through the manuals, it seems overly complicated and not all that 
  > efficient, but if someone can tell me its the next best thing since 
  > sliced bread (and mean it), I would appreciate your thoughts.
  >
  > ARS 7.1
  > CMDB 2.1
  > ITSM 7.0.2 (minus AM)
  >
  > Thank you,
  > 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: Error Handling

[Jason Miller]

We are doing something similar for a manual import process. We
manually kick off the escalation that pushes the staged data to the
production form (it will be automated once the process matures). Our
error checking filters write the error(s) to an exceptions field on
the staging form instead of triggering an error. This way we not only
know what records are good to move to production but also can run a
report of all of the problems and send it to the spreadsheet owner to
correct.

Jason


On 12/5/07, Eli Schilling <[EMAIL PROTECTED]> wrote:
> What I did was find out every piece of information that is checked when you
> submit something to the CTM people form.  I then created filters to validate
> this information before a push to the CTM people form.  When the second
> escalation fires I have about 22 filters that run in a guide to validate
> company info, site, phone number, org/department data, etc.  If any of these
> fails to validate I return an error to the staging record and exit out.  If
> everything checks out I finish with a push to CTM:People.
>
> I can then go back a few times a week to find the records that errored out
> and figure out what went wrong.
>
> Hope this helps.
>
> -Eli
>
> 
>
> From: Action Request System discussion list(ARSList) on behalf of J.T.
> Shyman
> Sent: Wed 12/5/2007 12:01 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Error Handling
>
>
> **
>
> Yes, thanks!
>
>
>
> Not sure what you are talking about will help me but it is worth a shot.
>
>
>
> Here's where I am now:
>
>
>
> I've got an escalation that pulls data from LDAP into a staging form. That
> works perfectly.
>
> I've got another escalation that sets a field on the staging form to
> "Attempted" and a filter that fires on modify of the staging form to push
> the record to CTM:People. This works fine as long as there aren't any major
> errors like "The Company, Organization and Department combination entered
> does not exist.  Please select a valid Company, Organization and Department
> combination using their respective related menus." in which case the filter
> keeps pushing the same record from the staging form and, quite predictably,
> keeps getting the same error message.
>
>
>
> It seems Remedy is seeing the escalation and filter as a single process.
> Since the filter fails the setting of the field to "Attempted" doesn't
> happen on subsequent records because the filter keeps failing on the same
> record.
>
>
>
> Strange behavior and I cannot get past it.
>
>
>
> J.T. Shyman
>
> Column Technologies
>
>
>
> 
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Eli Schilling
> Sent: Wednesday, December 05, 2007 11:51 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Error Handling
>
>
>
> I am doing something similar in 7.0.1; I use two escalations to execute this
> process.  The first simply does a push fields from my LDAP form into my
> staging form and sets a status of "New" on all created or updated records.
> This process takes about 75 minutes so I have another escalation scheduled
> to run 2 hours later.  All it does is run through the "New" records and set
> them to "Trigger".  This status causes a series of filters to fire that push
> and pull fields from hither and thither.  Most of the filters end in `! so
> that they execute regardless of the phase.  This enables the system to write
> errors out to a field or other form.  There are several error checks along
> the way to determine whether or not to continue to the end of the process
> chain.
>
>
>
> I actually got help on this entire process from another lister several
> months back.  If you'd like to see more detail I'd be happy to pass it
> along.
>
>
>
> Cheers!
>
>
>
> Eli
>
>
>
> 
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
> Sent: Wednesday, December 05, 2007 8:27 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Error Handling
>
> **
>
> Unfortunately, we're on 7.0.1. Thanks for the tip, though.
>
>
>
> J.T. Shyman
>
> Column Technologies
>
>
>
>
>
> 
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
> Sent: Wednesday, December 05, 2007 11:25 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Error Handling
>
>
>
> If you are on AR System 7.1.00, the new filter error handling feature may be
> of use to you.  That way, if you get an error condition, you could fire the
> error handling workflow to (a) write out the information you need and (b)
> enable the process to continue.
>
>
>
> This is the primary use case of Error Handling and why we added it to the
> product.  Check out the documentation for details.
>
>
>
> Thanks,
>
>
>
> -David J. Easter
>
> Sr. Product Manager, Service Management Business Unit
>
> BMC Software, Inc.
>
>
>
> The opinions, statements, and/o

Re: Too many INC's to ITSM 7

[Howard Richter]

Renato,

We went from Heat to ITSM 7, with 120k records to import. When the import
created a ServiceRequest it took about 7 seconds, when it was just creating
an incident about 3 seconds per record.

Howard

On Dec 5, 2007 7:39 PM, Roger Justice <[EMAIL PROTECTED]> wrote:

> ** Since I assume that this is historical data you might want to creat a
> custom form to store them. There is multiple validations when an Incident is
> created, Requester, Company and site that you will need to be sure is valid
> prior to the import that can delay the import due to errors. I only had 40K
> tickets to transfer from version 5.5 to 7 and the client agreed to using
> the HPD:Helpdesk form from 5.5. I had to still import the open tickets
> into the new Incident form however it was less than 100.
>
>
>
> -Original Message-
> From: renato.fichmann <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Wed, 5 Dec 2007 6:50 pm
> Subject: Too many INC's to ITSM 7
>
> Hello All,
>
> Interested to know if anyone has ever loaded ~1 Million INCs to ITSM
> v7.  We have a request to convert from an existing system, and are
> keen to know how long this might take for an 'OOB' load (assuming no
> custom fields, single work info etc...).  BMC have advised that there
> are some key parameters that drive the time it takes to do the import
> - but we basically need to complete the mapping to use that model.)
>
> If someone has perfomed a large import before, and happy to share
> their load time stats we would be most appreciative.
>
> Thanks very much
> Renato Fichmann
>
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>
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> Mail
> !
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ITIL Foundation Certified
Red Hat Certified Technician
CompTIA Linux+ Certified
[EMAIL PROTECTED]
Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward

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Resolved: AutoRestartARS whereabouts?

[Ann Kosch]

Ann Kosch wrote:

BMC Remedy documentation for ARS 7.0.1 provides whitepaper Automatically 
Restarting the AR System Server on Memory Threshold Using AutoRestartARS 
dated October 2006.

All,
I posted this resolution via the list web site and it hasn't made it to this 
list for some reason (when I check the web site).  So, I'm trying again from my 
email client.


BMC Support was going to email me this file.  But this is the BMC Support 
resolution afterall.  JT Davies(see prior post) was correct.  They wrote,


"I researched about this utility and I did not find the utility, I decided to 
escalate this concern to the development team and they told me this utility is 
not available now due they embedded that code into the ARServer 7.0.01 from 
patch 002, so the ARServer will automatically restart when arserverd process 
reaches O/S limit for 32-bit process on server box, typically 2G.  The restart 
will be noted as SIGNAL 11 termination of arserverd process (in the aerror.log 
file) and arserverd process will be restarted by armonitor."


If this was documented anywhere I just didn't find it in all the places I 
looked.

(I can't imagine restarting a process like arserverd any ole time?)

Regards,
Ann Kosch


But the AutoRestartARS application mentioned (both Windows and Unix 
references), I cannot locate anywhere.  (Since ARSLIST doesn't have any 
posts for searches on this keyword, here it is.)


I finally opened a ticket with BMC Remedy support so if I get an answer, 
I'll post it here.


There is a similar whitepaper under the Flashboards 7.0.1 
documentation.  I haven't installed FB yet so maybe it is provided in 
that package?  Only there isn't a mention anywhere that that is where it 
can be found.


I also searched the BMC Developers Network with no luck, thinking it was 
a utility.  The BMC Remedy KB only points to the whitepaper.


Development:
Solaris 9
ARS 7.0.1 patch 5
Oracle 9i
Help Desk 5.5.1
Mid Tier 6.3

Have a good evening. ann
~*~ ~*~ ~*~
A. R. Kosch
Special Projects/Analyst
Remedy ARS Administrator
[EMAIL PROTECTED]
785-532-4933
Kansas State University
Computing and Telecommunications Services






--
~*~ ~*~ ~*~
A. R. Kosch
Special Projects/Analyst
Remedy ARS Administrator
[EMAIL PROTECTED]
785-532-4933
Kansas State University
Computing and Telecommunications Services

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Re: Too many INC's to ITSM 7

[Eli Schilling]

Renato,
 
What version are you coming from (assuming its an earlier version of Remedy) 
and what database platform are you on?
 
When we migrated from 6.3 to 7.x I moved all the data (about 250,000 records) 
using a series of SQL scripts to transform and validate the data before 
inserting it into the Incident form tables (T and H).
 
It took about 7 hours to write and test the scripts and about 15 minutes to run 
them.



From: Action Request System discussion list(ARSList) on behalf of 
renato.fichmann
Sent: Wed 12/5/2007 3:50 PM
To: arslist@ARSLIST.ORG
Subject: Too many INC's to ITSM 7



Hello All,

Interested to know if anyone has ever loaded ~1 Million INCs to ITSM
v7.  We have a request to convert from an existing system, and are
keen to know how long this might take for an 'OOB' load (assuming no
custom fields, single work info etc...).  BMC have advised that there
are some key parameters that drive the time it takes to do the import
- but we basically need to complete the mapping to use that model.)

If someone has perfomed a large import before, and happy to share
their load time stats we would be most appreciative.

Thanks very much
Renato Fichmann

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Re: Too many INC's to ITSM 7

[Roger Justice]

Since I assume that this is historical data you might want to creat a custom 
form to store them. There is multiple validations when an Incident is created, 
Requester, Company and site that you will need to be sure is valid prior to the 
import that can delay the import due to errors. I only had 40K tickets to 
transfer from version 5.5 to 7 and the client agreed to using the HPD:Helpdesk 
form from 5.5. I had to still import the open tickets into the new Incident 
form however it was less than 100.


-Original Message-
From: renato.fichmann <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wed, 5 Dec 2007 6:50 pm
Subject: Too many INC's to ITSM 7



Hello All,

Interested to know if anyone has ever loaded ~1 Million INCs to ITSM
v7.  We have a request to convert from an existing system, and are
keen to know how long this might take for an 'OOB' load (assuming no
custom fields, single work info etc...).  BMC have advised that there
are some key parameters that drive the time it takes to do the import
- but we basically need to complete the mapping to use that model.)

If someone has perfomed a large import before, and happy to share
their load time stats we would be most appreciative.

Thanks very much
Renato Fichmann

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Too many INC's to ITSM 7

[renato.fichmann]

Hello All,

Interested to know if anyone has ever loaded ~1 Million INCs to ITSM
v7.  We have a request to convert from an existing system, and are
keen to know how long this might take for an 'OOB' load (assuming no
custom fields, single work info etc...).  BMC have advised that there
are some key parameters that drive the time it takes to do the import
- but we basically need to complete the mapping to use that model.)

If someone has perfomed a large import before, and happy to share
their load time stats we would be most appreciative.

Thanks very much
Renato Fichmann

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Re: arslist Digest - 12 Jul 2007 (#2007-311)

[Renato Fichmann]

 Hello All,

Interested to know if anyone has ever loaded ~1 Million INCs to ITSM v7. We
have a request to convert from an existing system, and are keen to know how
long this might take for an 'OOB' load (assuming no custom fields, single
work info etc...). BMC have advised that there are some key parameters that
drive the time it takes to do the import - but we basically need to complete
the mapping to use that model.)

If someone has perfomed a large import before, and happy to share their load
time stats we would be most appreciative.
Thanks very much
Renato Fichmann

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Re: Happy Trails, Pat Zandi!!

[Howard Richter]

Pat,

I hope you see this. All I can say is thanks for your service to our country
and your help over the years.

Good luck and enjoy the rest of your life.

Howard

On Dec 5, 2007 5:42 PM, Grooms, Frederick W <[EMAIL PROTECTED]>
wrote:

> ** Pat,  Without you the list will be a whole lot less interesting
>
> Best of luck in whatever you decide to do.
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Sanford, Claire
> *Sent:* Wednesday, December 05, 2007 4:11 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Happy Trails, Pat Zandi!!
>
> ** I have to add my "AOL" to Rick's comments and say
>
> *ME TOO!!*
>
> Hope you find something in the Remedy Community!
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Rick Cook
> *Sent:* Tuesday, December 04, 2007 12:55 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Happy Trails, Pat Zandi!!
>
> ** Pat, I don't know if you will be a part of the list or the Remedy
> community after you retire at the end of this week, but in case you aren't,
> I wanted to pass along to you my gratitude for your service to the Remedy
> community, your 30 years of service to your country, and your friendship
> with me.
>
> I am a better person for knowing you (and I hope that isn't past tense!).
> The list wouldn't be the same without you, buddy!
>
> Rick Cook
> __20060125___This posting was submitted with HTML in
> it___




-- 
Howard Richter
ITIL Foundation Certified
Red Hat Certified Technician
CompTIA Linux+ Certified
[EMAIL PROTECTED]
Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward

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Re: Happy Trails, Pat Zandi!!

[Susan Palmer]

Congratulations Patrick ... that is a milestone for sure!

Ditto on Rick's wonderfully worded wisdom.  But there is no reason to leave
the Remedy world, have PC have demo license at least have ARS to play with.
Could be fun having time to check out all the new stuff and advise us on how
to do it!

We're always here for you when you get bored.  Just send a post that is a
bit controversial and everyone will chime in.

Keep in touch and many thanks for your contributions!

Susan

On Dec 4, 2007 12:54 PM, Rick Cook <[EMAIL PROTECTED]> wrote:

> ** Pat, I don't know if you will be a part of the list or the Remedy
> community after you retire at the end of this week, but in case you aren't,
> I wanted to pass along to you my gratitude for your service to the Remedy
> community, your 30 years of service to your country, and your friendship
> with me.
>
> I am a better person for knowing you (and I hope that isn't past tense!).
> The list wouldn't be the same without you, buddy!
>
> Rick Cook
> __20060125___This posting was submitted with HTML in
> it___

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Re: ARERR 9351

[Wheeler, Dylan]

I was able to fix it. 
I uninstalled Mid Tier then Tomcat then Java, installed Java 1.4.2_15,
reinstalled mid tier and tomcat and it's working now.
Not sure what did it but it fixed it for us.

- 

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 Hall Chad - chahal
Sent: Wednesday, December 05, 2007 2:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 9351


** 

We just started getting the same error today. I wish I had a
fix, although only one user has reported it so far.

 

ARS 6.3 patch 20

Mid Tier 7.0.1 patch 3

Apache/Tomcat

 

Chad Hall  
(501) 342-2650





From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan
Sent: Tuesday, December 04, 2007 11:12 AM
To: arslist@ARSLIST.ORG
Subject: ARERR 9351

 

Has anyone run into this error before? I'm getting it on the mid
tier with a couple users machines when they refresh a table that has a
lot of records in it.

 

Unable to set up data connection, which is preventing the
application from working correctly. (ARERR 9351)

 

ARS 7.0.1 Patch 5

IIS 

Mid Tier 7.0.1 Patch 5

Tomcat/5.5.17

Java 1.4.2_09

 

- 

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.

 



*
The information contained in this communication is confidential,
is
intended only for the use of the recipient named above, and may
be
legally privileged.

If the reader of this message is not the intended recipient, you
are 
hereby notified that any dissemination, distribution or copying
of this
communication is strictly prohibited.

If you have received this communication in error, please resend
this
communication to the sender and delete the original message or
any copy
of it from your computer system.

Thank you.


*
__20060125___This posting was submitted with
HTML in it___ __20060125___This posting was
submitted with HTML in it___


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Re: Happy Trails, Pat Zandi!!

[Rick Cook]

Actually, it would be a time-based Escalation, wouldn't it?

Rick

On 12/5/07, Durrant, Michael M. - ITSD <[EMAIL PROTECTED]> wrote:
>
> ** Retirement in the Remedy community?  I don't see an Active Link action
> for sunny beaches and fruity drinks with umbrellas!
>
> =)
>
> Congratulations Patrick!
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Sanford, Claire
> *Sent:* Wednesday, December 05, 2007 3:11 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Happy Trails, Pat Zandi!!
>
>
>  ** I have to add my "AOL" to Rick's comments and say
>
> *ME TOO!!*
>
> Hope you find something in the Remedy Community!
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Rick Cook
> *Sent:* Tuesday, December 04, 2007 12:55 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Happy Trails, Pat Zandi!!
>
>
> ** Pat, I don't know if you will be a part of the list or the Remedy
> community after you retire at the end of this week, but in case you aren't,
> I wanted to pass along to you my gratitude for your service to the Remedy
> community, your 30 years of service to your country, and your friendship
> with me.
>
> I am a better person for knowing you (and I hope that isn't past tense!).
> The list wouldn't be the same without you, buddy!
>
> Rick Cook
> __20060125___This posting was submitted with HTML in
> it___ The information contained in this email may be privileged,
> confidential or otherwise protected from disclosure.  All persons are
> advised that they may face penalties under state and federal law for sharing
> this information with unauthorized individuals.  If you received this email
> in error, please reply to the sender that you have received this information
> in error.  Also, please delete this email after replying to the sender.
> __20060125___This posting was submitted with HTML in
> it___
>

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Re: Happy Trails, Pat Zandi!!

[Grooms, Frederick W]

Pat,  Without you the list will be a whole lot less interesting
 
Best of luck in whatever you decide to do.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire
Sent: Wednesday, December 05, 2007 4:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Happy Trails, Pat Zandi!!


** 
I have to add my "AOL" to Rick's comments and say
 
ME TOO!!
 
Hope you find something in the Remedy Community!  



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, December 04, 2007 12:55 PM
To: arslist@ARSLIST.ORG
Subject: Happy Trails, Pat Zandi!!


** 
Pat, I don't know if you will be a part of the list or the Remedy
community after you retire at the end of this week, but in case you
aren't, I wanted to pass along to you my gratitude for your service to
the Remedy community, your 30 years of service to your country, and your
friendship with me. 
 
I am a better person for knowing you (and I hope that isn't past
tense!).  The list wouldn't be the same without you, buddy!
 
Rick Cook

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Re: ARERR 9351

[Hall Chad - chahal]

We just started getting the same error today. I wish I had a fix,
although only one user has reported it so far.

 

ARS 6.3 patch 20

Mid Tier 7.0.1 patch 3

Apache/Tomcat

 

Chad Hall  
(501) 342-2650



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan
Sent: Tuesday, December 04, 2007 11:12 AM
To: arslist@ARSLIST.ORG
Subject: ARERR 9351

 

Has anyone run into this error before? I'm getting it on the mid tier
with a couple users machines when they refresh a table that has a lot of
records in it.

 

Unable to set up data connection, which is preventing the application
from working correctly. (ARERR 9351)

 

ARS 7.0.1 Patch 5

IIS 

Mid Tier 7.0.1 Patch 5

Tomcat/5.5.17

Java 1.4.2_09

 

- 

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.

 

__20060125___This posting was submitted with HTML in
it___
*
The information contained in this communication is confidential, is
intended only for the use of the recipient named above, and may be
legally privileged.

If the reader of this message is not the intended recipient, you are 
hereby notified that any dissemination, distribution or copying of this
communication is strictly prohibited.

If you have received this communication in error, please resend this
communication to the sender and delete the original message or any copy
of it from your computer system.

Thank you.
*

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Re: Happy Trails, Pat Zandi!!

[Durrant, Michael M. - ITSD]

Retirement in the Remedy community?  I don't see an Active Link action
for sunny beaches and fruity drinks with umbrellas!
 
=)
 
Congratulations Patrick!



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire
Sent: Wednesday, December 05, 2007 3:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Happy Trails, Pat Zandi!!


** 
I have to add my "AOL" to Rick's comments and say
 
ME TOO!!
 
Hope you find something in the Remedy Community!  



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, December 04, 2007 12:55 PM
To: arslist@ARSLIST.ORG
Subject: Happy Trails, Pat Zandi!!


** 
Pat, I don't know if you will be a part of the list or the Remedy
community after you retire at the end of this week, but in case you
aren't, I wanted to pass along to you my gratitude for your service to
the Remedy community, your 30 years of service to your country, and your
friendship with me. 
 
I am a better person for knowing you (and I hope that isn't past
tense!).  The list wouldn't be the same without you, buddy!
 
Rick Cook
__20060125___This posting was submitted with HTML in
it___ 

The information contained in this email may be privileged, confidential or 
otherwise protected from disclosure.  All persons are advised that they may 
face penalties under state and federal law for sharing this information with 
unauthorized individuals.  If you received this email in error, please reply to 
the sender that you have received this information in error.  Also, please 
delete this email after replying to the sender.

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Re: Happy Trails, Pat Zandi!!

[Drew Shuller]

Pat, contrats and good luck. I'm sure it will be easy for you to find a 
Remedy job if you want. You could find work in Tulsa, I bet.


Make sure you get a bumper sticker that reads "Retired. Don't ask me to 
do a damn thing!"


Drew

On Wed, 5 Dec 
2007, patrick zandi wrote:



Thanks Guys.. "Me too" sniff sniff.. Thanks

On Dec 4, 2007 1:54 PM, Rick Cook <[EMAIL PROTECTED]> wrote:


** Pat, I don't know if you will be a part of the list or the Remedy
community after you retire at the end of this week, but in case you aren't,
I wanted to pass along to you my gratitude for your service to the Remedy
community, your 30 years of service to your country, and your friendship
with me.

I am a better person for knowing you (and I hope that isn't past tense!).
The list wouldn't be the same without you, buddy!

Rick Cook
__20060125___This posting was submitted with HTML in
it___








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Re: Happy Trails, Pat Zandi!!

[patrick zandi]

Thanks Guys.. "Me too" sniff sniff.. Thanks

On Dec 4, 2007 1:54 PM, Rick Cook <[EMAIL PROTECTED]> wrote:

> ** Pat, I don't know if you will be a part of the list or the Remedy
> community after you retire at the end of this week, but in case you aren't,
> I wanted to pass along to you my gratitude for your service to the Remedy
> community, your 30 years of service to your country, and your friendship
> with me.
>
> I am a better person for knowing you (and I hope that isn't past tense!).
> The list wouldn't be the same without you, buddy!
>
> Rick Cook
> __20060125___This posting was submitted with HTML in
> it___




-- 
Patrick Zandi

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Re: Error Handling

[Eli Schilling]

What I did was find out every piece of information that is checked when you 
submit something to the CTM people form.  I then created filters to validate 
this information before a push to the CTM people form.  When the second 
escalation fires I have about 22 filters that run in a guide to validate 
company info, site, phone number, org/department data, etc.  If any of these 
fails to validate I return an error to the staging record and exit out.  If 
everything checks out I finish with a push to CTM:People.
 
I can then go back a few times a week to find the records that errored out and 
figure out what went wrong.
 
Hope this helps.
 
-Eli



From: Action Request System discussion list(ARSList) on behalf of J.T. Shyman
Sent: Wed 12/5/2007 12:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: Error Handling


** 

Yes, thanks!

 

Not sure what you are talking about will help me but it is worth a shot.

 

Here's where I am now:

 

I've got an escalation that pulls data from LDAP into a staging form. That 
works perfectly.

I've got another escalation that sets a field on the staging form to 
"Attempted" and a filter that fires on modify of the staging form to push the 
record to CTM:People. This works fine as long as there aren't any major errors 
like "The Company, Organization and Department combination entered does not 
exist.  Please select a valid Company, Organization and Department combination 
using their respective related menus." in which case the filter keeps pushing 
the same record from the staging form and, quite predictably, keeps getting the 
same error message. 

 

It seems Remedy is seeing the escalation and filter as a single process. Since 
the filter fails the setting of the field to "Attempted" doesn't happen on 
subsequent records because the filter keeps failing on the same record.

 

Strange behavior and I cannot get past it. 

 

J.T. Shyman

Column Technologies

 



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Eli Schilling
Sent: Wednesday, December 05, 2007 11:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: Error Handling

 

I am doing something similar in 7.0.1; I use two escalations to execute this 
process.  The first simply does a push fields from my LDAP form into my staging 
form and sets a status of "New" on all created or updated records.  This 
process takes about 75 minutes so I have another escalation scheduled to run 2 
hours later.  All it does is run through the "New" records and set them to 
"Trigger".  This status causes a series of filters to fire that push and pull 
fields from hither and thither.  Most of the filters end in `! so that they 
execute regardless of the phase.  This enables the system to write errors out 
to a field or other form.  There are several error checks along the way to 
determine whether or not to continue to the end of the process chain.

 

I actually got help on this entire process from another lister several months 
back.  If you'd like to see more detail I'd be happy to pass it along.

 

Cheers!

 

Eli

 



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of J.T. Shyman
Sent: Wednesday, December 05, 2007 8:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Error Handling

** 

Unfortunately, we're on 7.0.1. Thanks for the tip, though. 

 

J.T. Shyman

Column Technologies

 

 



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Easter, David
Sent: Wednesday, December 05, 2007 11:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Error Handling

 

If you are on AR System 7.1.00, the new filter error handling feature may be of 
use to you.  That way, if you get an error condition, you could fire the error 
handling workflow to (a) write out the information you need and (b) enable the 
process to continue.

 

This is the primary use case of Error Handling and why we added it to the 
product.  Check out the documentation for details.

 

Thanks,

 

-David J. Easter

Sr. Product Manager, Service Management Business Unit

BMC Software, Inc.

 

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

 

 



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of J.T. Shyman
Sent: Tuesday, December 04, 2007 7:46 AM
To: arslist@ARSLIST.ORG
Subject: Error Handling

** 

Hello ARSers! 

I'm writing a process that will import user information from LDAP, put it into 
a staging form, and then push the information to CTM:People. I do some 
validation prior to pushing the records but I will al

Re: Happy Trails, Pat Zandi!!

[Sanford, Claire]

I have to add my "AOL" to Rick's comments and say
 
ME TOO!!
 
Hope you find something in the Remedy Community!  



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, December 04, 2007 12:55 PM
To: arslist@ARSLIST.ORG
Subject: Happy Trails, Pat Zandi!!


** 
Pat, I don't know if you will be a part of the list or the Remedy
community after you retire at the end of this week, but in case you
aren't, I wanted to pass along to you my gratitude for your service to
the Remedy community, your 30 years of service to your country, and your
friendship with me. 
 
I am a better person for knowing you (and I hope that isn't past
tense!).  The list wouldn't be the same without you, buddy!
 
Rick Cook

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Happy Trails, Pat Zandi!!

[Rick Cook]

Pat, I don't know if you will be a part of the list or the Remedy community
after you retire at the end of this week, but in case you aren't, I wanted
to pass along to you my gratitude for your service to the Remedy community,
your 30 years of service to your country, and your friendship with me.

I am a better person for knowing you (and I hope that isn't past tense!).
The list wouldn't be the same without you, buddy!

Rick Cook

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Re: ITSM 7.0 - SLA - Tasks

[Pierson, Shawn]

Theoretically you can do this, but I haven't tried yet.  You need to
look into the SLM documentation and see how to set up a new form to be
tied in with SLM and configure that.  You'll also probably need to
customize the Task form to do it right.



Shawn Pierson



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Tuesday, December 04, 2007 1:41 PM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.0 - SLA - Tasks



**

I was wondering if anyone has created SLAs for Change, but not so much
on the whole Change record, but on each Task.



For example a "new employee hire" might have 4 tasks associated with it
- security badge, parking sticker, windows NT ID, and Exchange Email
Account.  Each one of these tasks will take different times.  For
example:



Security Badge - 8 hours

Parking Sticker - 4 hours

Windows NT ID - 24 hours

Exchange Email Account - 24 hours



Is there a way to create SLAs for each task for the Change "New Employee
Hire"?


THANKS!

__20060125___This posting was submitted with HTML in
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Re: Installing Remedy Developer Plus

[Rick Cook]

Have to say that I agree.  RDP is a good idea, but it's in need of a major
rev. that it just isn't going to get.  It will probably be replaced with
similar functionality in the new Admin tool that's out next year, but that
doesn't mean that it will be ready when the new Admin tool is ready.

On 12/5/07, Elry <[EMAIL PROTECTED]> wrote:
>
> For what RDP gives you - better wait for the next iteration - if there
> is one...
>
> Try Abydos Analyzer  instead - superior product for developers.
>
>
> On Dec 5, 3:12 pm, Rick Cook <[EMAIL PROTECTED]> wrote:
> > Michael, this is probably because RDP is looking in the Registry or
> > directory structure where the 6.0 Admin is installed, which is different
> > than the path the 7.0 Admin is installed in.  You may have to install
> > a 6.0Admin just to get RDP installed, but there's probably a better
> > way through
> > some hack or tweak.
> >
> > The good news is that 7.0 will work with RDP, though I seem to remember
> that
> > 7.0 required at least one of the early patches (which I'm sure you
> probably
> > already have) to work without crashing.  RDP needed to be patched to
> work
> > with 7.x, too, if memory serves.
> >
> > Rick
> >
> > On 12/5/07, Cupp, Michael E CTR USAF AFRL/RYOD <
> [EMAIL PROTECTED]>
> > wrote:
> >
> >
> >
> > > When attempting to Install Remedy Developer Plus to my Client machine,
> I
> > > get a message that indicates "Fail to obtain AR Administrator Tool 6.0
> > > directory from registry.  Please make sure AR Admin Tool version 6.0or
> > > higher is installed, and run the installation again."
> >
> > > I have Remedy Admin tool 7.0 installed.  How can I proceed to get
> > > Developer Plus installed?

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Re: Installing Remedy Developer Plus

[Elry]

For what RDP gives you - better wait for the next iteration - if there
is one...

Try Abydos Analyzer  instead - superior product for developers.


On Dec 5, 3:12 pm, Rick Cook <[EMAIL PROTECTED]> wrote:
> Michael, this is probably because RDP is looking in the Registry or
> directory structure where the 6.0 Admin is installed, which is different
> than the path the 7.0 Admin is installed in.  You may have to install
> a 6.0Admin just to get RDP installed, but there's probably a better
> way through
> some hack or tweak.
>
> The good news is that 7.0 will work with RDP, though I seem to remember that
> 7.0 required at least one of the early patches (which I'm sure you probably
> already have) to work without crashing.  RDP needed to be patched to work
> with 7.x, too, if memory serves.
>
> Rick
>
> On 12/5/07, Cupp, Michael E CTR USAF AFRL/RYOD <[EMAIL PROTECTED]>
> wrote:
>
>
>
> > When attempting to Install Remedy Developer Plus to my Client machine, I
> > get a message that indicates "Fail to obtain AR Administrator Tool 6.0
> > directory from registry.  Please make sure AR Admin Tool version 6.0 or
> > higher is installed, and run the installation again."
>
> > I have Remedy Admin tool 7.0 installed.  How can I proceed to get
> > Developer Plus installed?
>
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Verizon VoIP with Cisco IP Phones

[Randy Simon]

After converting to Verizon VoIP and Cisco IP phones our Remedy Screen
Pops work only occasionally.

 

We have narrowed it down to the ctfmon.exe process that is interfering
with the macro function of popping the form.

 

Looking at Microsoft web site we can disable this exe, but it is not
recommended by MS.

Disabling it works, but it has to be performed on each desktop, lots of
work Doesn't look like a good solution.

 

Has anyone seen this same problem, and if so, any solution other than
the one mentioned here?

 

 

Randy Simon

Remedy Admin

Online Resources Corporation

4795 Meadow Wood Lane

Suite 300

Chantilly, VA 20251

www.orcc.com

Nasdaq: ORCC

 




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Re: Entry point guides: App List Display Order problem

[Robert Halstead]

I am suffering from this problem as well.  I'm wondering if this is a bug
with the application list or do I not have something configured correctly?
Since this thread was opened back in June, is this a lost cause?


On Jun 1, 2007 3:10 PM, Bruce Elgin <[EMAIL PROTECTED]> wrote:

> **
>
> Using ARS 6.03, the home page on my user tool shows all my active
> link entry point guides at the top of the application list, no matter
> what I enter into the Application List Display Order field of the
> Active Link Guide.  That is, it acts as if I had entered a Display
> Order of 1 (or 0) in the Guide.
>
> Can I get the Active Link Guide entry points to appear in the order I
> specify with the App List Display Order field?
>
> Help.
>
> Bruce Elgin  (818-393-5887)
> --
> Solution-Oriented Services
> (SOS)
>
> SOS at MailStop
> 230-301
> Mission Support & Services Office
> (MSSO)
> Jet
> Propulsion Laboratory
> Cassini
> Operations
>
>
>
> 4800 Oak Grove
> Dr.
> (818)393-0767 [30-SOS] [EMAIL PROTECTED]  Pasadena, CA 91109, USA
> https://cassini.jpl.nasa.gov/csos
>
>
>
> --
> DISCLAIMER:  All personal and professional opinions presented
> herein
> are my own and do not, in any way, represent the opinion or policy of
> JPL, NASA or Caltech.
>
>
> __20060125___This posting was submitted with HTML in
> it___




-- 
"A fool acts, regardless; knowing well that he is wrong. The ignoramus acts
on only what he knows, but all that he knows.
The ignoramus may be saved, but the fool knows that he is doomed."

Robert Halstead

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Re: Error Handling

[Danaceau, Chris]

"It seems Remedy is seeing the escalation and filter as a single
process"
 
Yes, indeed.  Remedy would view the escalation and any filters it
triggered as one transaction.  If there were an error the transaction
would be rolled back.  I took a similar approach to many to accomplish
this.  One escalation to get my LDAP data into a staging form; another
to initiate the processing.  WHEREVER I had data  that was dependent on
a particular configuration (i.e. Company, Site) I also created a record
in a transaction form.  This form held a configuration that would match
the data coming from LDAP (for example an address would be translated
into a Site ID and the appropriate components).  If there is no match I
set a flag that halts the processing without actually triggering a
Remedy "error."  That way I can survey the staging form daily for any
failures.  In the example given I'd have a check box for 'Site Error' so
when I look at my staging record I know what went wrong.
 
The key is to do your own error trapping and exit gracefully before you
run into the system errors that roll back the transaction, leaving you
with no information except "it didn't work."
 

-- 

Chris Danaceau

 

This e-mail and its attachments are confidential and solely for the
intended addressee(s). Do not share or use them without Fannie Mae's
approval. If received in error, contact the sender and delete them.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Wednesday, December 05, 2007 3:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: Error Handling


** 

Yes, thanks!

 

Not sure what you are talking about will help me but it is worth a shot.

 

Here's where I am now:

 

I've got an escalation that pulls data from LDAP into a staging form.
That works perfectly.

I've got another escalation that sets a field on the staging form to
"Attempted" and a filter that fires on modify of the staging form to
push the record to CTM:People. This works fine as long as there aren't
any major errors like "The Company, Organization and Department
combination entered does not exist.  Please select a valid Company,
Organization and Department combination using their respective related
menus." in which case the filter keeps pushing the same record from the
staging form and, quite predictably, keeps getting the same error
message. 

 

It seems Remedy is seeing the escalation and filter as a single process.
Since the filter fails the setting of the field to "Attempted" doesn't
happen on subsequent records because the filter keeps failing on the
same record.

 

Strange behavior and I cannot get past it. 

 

J.T. Shyman

Column Technologies

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Eli Schilling
Sent: Wednesday, December 05, 2007 11:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: Error Handling

 

I am doing something similar in 7.0.1; I use two escalations to execute
this process.  The first simply does a push fields from my LDAP form
into my staging form and sets a status of "New" on all created or
updated records.  This process takes about 75 minutes so I have another
escalation scheduled to run 2 hours later.  All it does is run through
the "New" records and set them to "Trigger".  This status causes a
series of filters to fire that push and pull fields from hither and
thither.  Most of the filters end in `! so that they execute regardless
of the phase.  This enables the system to write errors out to a field or
other form.  There are several error checks along the way to determine
whether or not to continue to the end of the process chain.

 

I actually got help on this entire process from another lister several
months back.  If you'd like to see more detail I'd be happy to pass it
along.

 

Cheers!

 

Eli

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Wednesday, December 05, 2007 8:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Error Handling

** 

Unfortunately, we're on 7.0.1. Thanks for the tip, though. 

 

J.T. Shyman

Column Technologies

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Wednesday, December 05, 2007 11:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Error Handling

 

If you are on AR System 7.1.00, the new filter error handling feature
may be of use to you.  That way, if you get an error condition, you
could fire the error handling workflow to (a) write out the information
you need and (b) enable the process to continue.

 

This is the primary use case of Error Handling and why we added it to
the product.  Check out the documentation for details.

 

Thanks,

 

-David J. Easter

Sr. Product Manager, Service Management Business Unit

BMC Software, Inc.

 

Write Access to Field

[Gayford, Matthew C.]

I'm having some problems writing to a field on a form I've created, I
hope this makes sense...

 

I've created a form with Visible permissions to the Staff group (custom
group). I created a test user and added the Staff group to his group
list. The test staff member is able to create entries in the form.

 

The form has another tab that is only viewable to people in the Support
group (another custom group). On that tab, there is a text field that
has Change permissions set for the Support group. I made a second user
who belongs to the support group and tried to add data to the entry the
Staff member made on the Support tab. When I do this, I get an ARRERR
330 error (you do not have write access to field).  

 

Can anyone point me in the right direction on this? Thanks.

 

-Matt


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Re: BMC Service Request Management

[Scott Parrish]

Fyi, The download for 2.1 became available yesterday.

Scott Parrish
IT Prophets, LLC
(770) 653-5203
http://www.itprophets.com

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of harrylee
Sent: Tuesday, December 04, 2007 3:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Service Request Management

We are about to launch into production.

A new release of SRM is going to be out soon.  Best to wait until then.

It's a pretty robust product and really makes the end user experience
easier.
2.0 has its bugs and the new 2.1 release will address a lot of issues.



[EMAIL PROTECTED] wrote:
> 
> Is there any one out there who has implemented BMC Service Request
> Management and is actually using the tool in a production environment?
> Looking for any installation, user and troubleshooting issues you may have
> encountered.
> 
> Scott Parrish
> IT Prophets, LLC
> (770) 653-5203
> 
> 
> mail2web.com ? What can On Demand Business Solutions do for you?
> http://link.mail2web.com/Business/SharePoint
> 
>

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> 

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Re: Crystal Reports and Change Management

[Kathy Morris]

Is there a white paper or something to tell me what size  servers, ram, 
processor speed to install Crystal XI with Remedy.  Today we  are trying to 
plan 
our server environment to run reports thru  Crystal.  Having a little trouble 
finding information on this.  I have  done the configurations  of the ODBC with 
Crystal before - just not sure  about the hardware architecture of Remedy and 
Crystal to get the best  performance.  



**Check out AOL's list of 2007's hottest 
products.
(http://money.aol.com/special/hot-products-2007?NCID=aoltop000301)

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Re: BMC Service Request Management

[harrylee]

We are about to launch into production.

A new release of SRM is going to be out soon.  Best to wait until then.

It's a pretty robust product and really makes the end user experience
easier.
2.0 has its bugs and the new 2.1 release will address a lot of issues.



[EMAIL PROTECTED] wrote:
> 
> Is there any one out there who has implemented BMC Service Request
> Management and is actually using the tool in a production environment?
> Looking for any installation, user and troubleshooting issues you may have
> encountered.
> 
> Scott Parrish
> IT Prophets, LLC
> (770) 653-5203
> 
> 
> mail2web.com – What can On Demand Business Solutions do for you?
> http://link.mail2web.com/Business/SharePoint
> 
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> 
> 

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Re: Installing Remedy Developer Plus

[Rick Cook]

Michael, this is probably because RDP is looking in the Registry or
directory structure where the 6.0 Admin is installed, which is different
than the path the 7.0 Admin is installed in.  You may have to install
a 6.0Admin just to get RDP installed, but there's probably a better
way through
some hack or tweak.

The good news is that 7.0 will work with RDP, though I seem to remember that
7.0 required at least one of the early patches (which I'm sure you probably
already have) to work without crashing.  RDP needed to be patched to work
with 7.x, too, if memory serves.

Rick

On 12/5/07, Cupp, Michael E CTR USAF AFRL/RYOD <[EMAIL PROTECTED]>
wrote:
>
> When attempting to Install Remedy Developer Plus to my Client machine, I
> get a message that indicates "Fail to obtain AR Administrator Tool 6.0
> directory from registry.  Please make sure AR Admin Tool version 6.0 or
> higher is installed, and run the installation again."
>
> I have Remedy Admin tool 7.0 installed.  How can I proceed to get
> Developer Plus installed?
>
>
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Re: Installing Remedy Developer Plus

[LJ LongWing (Head)]

You must first install the 6.0 Admin tool (to get the right reg keys) and
then dev+ will install...or if someone with the right keys has them laying
around they can tell you which ones they are 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Cupp, Michael E CTR USAF AFRL/RYOD
Sent: Wednesday, December 05, 2007 12:46 PM
To: arslist@ARSLIST.ORG
Subject: Installing Remedy Developer Plus
Importance: High

When attempting to Install Remedy Developer Plus to my Client machine, I get
a message that indicates "Fail to obtain AR Administrator Tool 6.0 directory
from registry.  Please make sure AR Admin Tool version 6.0 or higher is
installed, and run the installation again."

I have Remedy Admin tool 7.0 installed.  How can I proceed to get Developer
Plus installed?


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Remedy on zoned server?

[Aaron Keller]

 
Has anyone been able to set up two remedy servers on a zoned solaris 10
box?  
We have one running, and a second installed (on a second zone) but when
attempting to access the second, keep getting: RPC: Rpcbind failure -
RPC: Authentication error 
Could it be that RPC binds persist across zones? 
 

-drake


SunCom is the wireless company that's committed to doing things differently. 

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Re: Atrium Integration Engine

[Drew Shuller]

You get OOB mappings if you install the Marimba or open-source SMS 
integration.


Drew


On Wed, 5 Dec 2007, Thad K Esser wrote:


And I'd be one of those that have used Croom's product successfully (in a
previous life).  Its a great product.

I think one of the pieces I was missing was that AIE offers adapters to
link different types of databases (I see that in the manuals now - it just
didn't register with me the first time through).  But other than providing
those links, I'm not getting how it simplifies an integration or offers
performance improvements over building my own?  Does it come with
predefined mappings for CMDB?  It seems I'd still have to create all those
anyway.

Apparently, I'm being dense this week -  I appreciate the patience.

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



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

12/05/2007 11:07 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Atrium Integration Engine






Drew,

The other alternative is of course to use Croom Consulting's
Link to External Databases which is an ARDBC-Plug-in and it comes in many
popular flavors DB2, Oracle, Sybase, MS SQL, MySQL and etc.

http://www.buoyantsolutions.net/External_DB.html

There are many on this list that have used this solution successfully.


Regards...Gidd




-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Drew Shuller
Sent: Wednesday, December 05, 2007 9:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: Atrium Integration Engine

Thad,

AIE provides a decent integraion point between Remedy and other databases.
The interface is a little clunky, but it does what it's supposed to do.
The
alternative is to write your own interfaces.

Drew


On Tue, 4 Dec 2007, Thad K Esser wrote:


Hello,

I'm looking for some input on the value of the Atrium Integration
Engine - trying to decide if I want to use it or not.  In reading
through the manuals, it seems overly complicated and not all that
efficient, but if someone can tell me its the next best thing since
sliced bread (and mean it), I would appreciate your thoughts.

ARS 7.1
CMDB 2.1
ITSM 7.0.2 (minus AM)

Thank you,
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
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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 
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Re: Atrium Integration Engine

[Roger Justice]

Although the CMDB is not premapped you also can do the relationship mapping on 
import to build the relationships immediately.


-Original Message-
From: Thad K Esser <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wed, 5 Dec 2007 2:56 pm
Subject: Re: Atrium Integration Engine


** 
And I'd be one of those that have used Croom's product successfully (in a 
previous life). ?Its a great product. 

I think one of the pieces I was missing was that AIE offers adapters to link 
different types of databases (I see that in the manuals now - it just didn't 
register with me the first time through). ?But other than providing those 
links, I'm not getting how it simplifies an integration or offers performance 
improvements over building my own? ?Does it come with predefined mappings for 
CMDB? ?It seems I'd still have to create all those anyway. 

Apparently, I'm being dense this week - ?I appreciate the patience. 

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






"Gidd" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)"  
12/05/2007 11:07 AM 




Please respond to
arslist@ARSLIST.ORG













To


arslist@ARSLIST.ORG 




cc







Subject


Re: Atrium Integration Engine






















Drew,

The other alternative is of course to use Croom Consulting's
Link to External Databases which is an ARDBC-Plug-in and it comes in many
popular flavors DB2, Oracle, Sybase, MS SQL, MySQL and etc.

http://www.buoyantsolutions.net/External_DB.html

There are many on this list that have used this solution successfully.


Regards...Gidd




-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Drew Shuller
Sent: Wednesday, December 05, 2007 9:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: Atrium Integration Engine

Thad,

AIE provides a decent integraion point between Remedy and other databases.
The interface is a little clunky, but it does what it's supposed to do. The
alternative is to write your own interfaces.

Drew


On Tue, 4 Dec 2007, Thad K Esser wrote:

> Hello,
>
> I'm looking for some input on the value of the Atrium Integration 
> Engine - trying to decide if I want to use it or not. ?In reading 
> through the manuals, it seems overly complicated and not all that 
> efficient, but if someone can tell me its the next best thing since 
> sliced bread (and mean it), I would appreciate your thoughts.
>
> ARS 7.1
> CMDB 2.1
> ITSM 7.0.2 (minus AM)
>
> Thank you,
> 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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> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
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***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 
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__20060125___This posting was submitted with HTML in it___ 


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Re: Error Handling

[J.T. Shyman]

Yes, thanks!

 

Not sure what you are talking about will help me but it is worth a shot.

 

Here's where I am now:

 

I've got an escalation that pulls data from LDAP into a staging form. That
works perfectly.

I've got another escalation that sets a field on the staging form to
"Attempted" and a filter that fires on modify of the staging form to push
the record to CTM:People. This works fine as long as there aren't any major
errors like "The Company, Organization and Department combination entered
does not exist.  Please select a valid Company, Organization and Department
combination using their respective related menus." in which case the filter
keeps pushing the same record from the staging form and, quite predictably,
keeps getting the same error message. 

 

It seems Remedy is seeing the escalation and filter as a single process.
Since the filter fails the setting of the field to "Attempted" doesn't
happen on subsequent records because the filter keeps failing on the same
record.

 

Strange behavior and I cannot get past it. 

 

J.T. Shyman

Column Technologies

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Eli Schilling
Sent: Wednesday, December 05, 2007 11:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: Error Handling

 

I am doing something similar in 7.0.1; I use two escalations to execute this
process.  The first simply does a push fields from my LDAP form into my
staging form and sets a status of "New" on all created or updated records.
This process takes about 75 minutes so I have another escalation scheduled
to run 2 hours later.  All it does is run through the "New" records and set
them to "Trigger".  This status causes a series of filters to fire that push
and pull fields from hither and thither.  Most of the filters end in `! so
that they execute regardless of the phase.  This enables the system to write
errors out to a field or other form.  There are several error checks along
the way to determine whether or not to continue to the end of the process
chain.

 

I actually got help on this entire process from another lister several
months back.  If you'd like to see more detail I'd be happy to pass it
along.

 

Cheers!

 

Eli

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Wednesday, December 05, 2007 8:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Error Handling

** 

Unfortunately, we're on 7.0.1. Thanks for the tip, though. 

 

J.T. Shyman

Column Technologies

 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Wednesday, December 05, 2007 11:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Error Handling

 

If you are on AR System 7.1.00, the new filter error handling feature may be
of use to you.  That way, if you get an error condition, you could fire the
error handling workflow to (a) write out the information you need and (b)
enable the process to continue.

 

This is the primary use case of Error Handling and why we added it to the
product.  Check out the documentation for details.

 

Thanks,

 

-David J. Easter

Sr. Product Manager, Service Management Business Unit

BMC Software, Inc.

 

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

 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Tuesday, December 04, 2007 7:46 AM
To: arslist@ARSLIST.ORG
Subject: Error Handling

** 

Hello ARSers! 

I'm writing a process that will import user information from LDAP, put it
into a staging form, and then push the information to CTM:People. I do some
validation prior to pushing the records but I will always still get some
failures. The problem is twofold: the push runs in phase 1 and any error
stops the import cold and I don't know how (or if it is possible) to trap
the error and send it to a log so a human can look at it and correct it. 

The idea is that the whole import process would run via escalation and
errors would be written to another form for an administrator to deal with
when convenient. 

Thanks in advance for any insight. 

J.T. Shyman

__20060125___This posting was submitted with HTML in
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Re: Atrium Integration Engine

[Thad K Esser]

And I'd be one of those that have used Croom's product successfully (in a 
previous life).  Its a great product.

I think one of the pieces I was missing was that AIE offers adapters to 
link different types of databases (I see that in the manuals now - it just 
didn't register with me the first time through).  But other than providing 
those links, I'm not getting how it simplifies an integration or offers 
performance improvements over building my own?  Does it come with 
predefined mappings for CMDB?  It seems I'd still have to create all those 
anyway.

Apparently, I'm being dense this week -  I appreciate the patience.

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



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

12/05/2007 11:07 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Atrium Integration Engine






Drew,

The other alternative is of course to use Croom Consulting's
Link to External Databases which is an ARDBC-Plug-in and it comes in many
popular flavors DB2, Oracle, Sybase, MS SQL, MySQL and etc.

http://www.buoyantsolutions.net/External_DB.html

There are many on this list that have used this solution successfully.


Regards...Gidd




-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Drew Shuller
Sent: Wednesday, December 05, 2007 9:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: Atrium Integration Engine

Thad,

AIE provides a decent integraion point between Remedy and other databases.
The interface is a little clunky, but it does what it's supposed to do. 
The
alternative is to write your own interfaces.

Drew


On Tue, 4 Dec 2007, Thad K Esser wrote:

> Hello,
>
> I'm looking for some input on the value of the Atrium Integration 
> Engine - trying to decide if I want to use it or not.  In reading 
> through the manuals, it seems overly complicated and not all that 
> efficient, but if someone can tell me its the next best thing since 
> sliced bread (and mean it), I would appreciate your thoughts.
>
> ARS 7.1
> CMDB 2.1
> ITSM 7.0.2 (minus AM)
>
> Thank you,
> 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.***
>
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>


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disclosure, copying, or distribution of this message is strictly prohibited.  
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Re: Installing Remedy Developer Plus

[Roger Justice]

You need to review the Developer Plus patches and there is one that will work 
with the 7.0 admin tool. You will need to review the readme files.


-Original Message-
From: Cupp, Michael E CTR USAF AFRL/RYOD <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wed, 5 Dec 2007 2:46 pm
Subject: Installing Remedy Developer Plus



When attempting to Install Remedy Developer Plus to my Client machine, I
get a message that indicates "Fail to obtain AR Administrator Tool 6.0
directory from registry.  Please make sure AR Admin Tool version 6.0 or
higher is installed, and run the installation again."

I have Remedy Admin tool 7.0 installed.  How can I proceed to get
Developer Plus installed?

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Re: Installing ITSM 7.0.02 on CMDB 2.1.0

[Robert Molenda]

Ditto, just watch the sequence, took a few times to get it correct... and
ensure you have the ARServer LICENSED else you get some arx import errors on
the best practice data...

Here was my sequence and findings...

ITSM 702 setup sequence
JDK
ARServer
Email Service
 No Configuration
Server Restart
Mid Tier
 No Crystal BOXI support
 TomCat
Server Restart
Flashboard Server
Assignment Engine
Server Restart
Approval Server
Admin Tool
Server Restart
User Tool
Alert Tool
Add application licenses for:
 License ARServer!
 BMC Atrium CMDB Application
 BMC Asset Mgmt Application
 BMC Change Mgmt Application
 BMC Service Level Mgmt Application
 BMC Change Mgmt Dashboard Application
 BMC Financial Mgmt Application
 BMC Incident Management Application
 BMC Problem Mgmt Application
 BMC Remedy Service Desk Application
 BMC SR Mgmt Application
CMDB - Atrium 21
SLM
 Ensure BMC_SLM_JAVA_HOME setup
  c:\Program Files\Java\jre1.6.0_03\
 Ensure SQL Server is setup for TCPIP Connections (2005 by default is not)
  Requires Server Restart
 SLM Module
  Watch case sensitivity on SQL 2005 SERVER Name 2003base != 2003Base (B is
correct)
  Development Cache - must be turned on manually
 Requires Server Restart
 SLM HELP
>> 1 failure<<
CTM People Def..
 > SHR:SHR:UpdateGroupListRemove_105
 > SHR:SHR:UpdateGroupListAdd_100
 << Imported later OK by some other module
<<
Asset Management
 Asset Management
 Mentions no import of "Sample & Best Practice" data???
 AM HELP

Change Management
 Change Management
 again mentions no import of sample / best practice
 CM HELP
Incident Management
 Incident Management
 again mentions no import of sample / best practice
 Problem Management
 IM HELP
 PM HELP
Online Help Patch
-
Configure DSL Data
Open Form PDL:ESIDImportConsole in NEW mode
Select only ONE at a time in the following order (basically the on-streen
sequence)
 Version
 Manufacturer
 File Data
 Application Data
 App/File Xref
 Suite Data
 Suite/App Xref
View DSL Data and ensure that it is present.
HTH - Robert
>> PS now on to patch installation :(
On Dec 3, 2007 6:47 PM, Terry Bootsma <[EMAIL PROTECTED]> wrote:

> Yes, I have on Windows 2003/SQL Server 2000 and it worked fine.
>
> Terry
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of strauss
> Sent: Monday, December 03, 2007 8:24 PM
> To: arslist@ARSLIST.ORG
> Subject: Installing ITSM 7.0.02 on CMDB 2.1.0
>
>
> Has anyone had any success installing a fresh copy of ITSM 7.0.02 (IM,
> PM, CM) over a new install of the 2.1.0 release of the CMDB (on ARS
> 7.1.x), or will I be the guinea pig?
>
> Christopher Strauss, Ph.D.
> Call Tracking Administration Manager
> University of North Texas Computing & IT Center
> http://itsm.unt.edu/
>
>
> 
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Change_Incident Management and Crystal Reports

[Kathy Morris]

 
Hi, 
We are a  remedy shop with Change Management, Incident Management, SLA, CMDB 
and Mid  Tier, AR System 7.x.  We are trying to build our reporting  
environment.  Does anyone have any type of recommendations on the type  of box 
we need 
for Crystal? We are specifying the requirements for the box at  this time.  Is 
the best approach to run the reports against a reporting  server, or does 
anyone have any ideas?  
I believe  we will be using Crystal 10.x.  I hear there is a new version 2008 
of  Crystal.  




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Installing Remedy Developer Plus

[Cupp, Michael E CTR USAF AFRL/RYOD]

When attempting to Install Remedy Developer Plus to my Client machine, I
get a message that indicates "Fail to obtain AR Administrator Tool 6.0
directory from registry.  Please make sure AR Admin Tool version 6.0 or
higher is installed, and run the installation again."

I have Remedy Admin tool 7.0 installed.  How can I proceed to get
Developer Plus installed?

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ITSM 7.0 - SLA - Tasks

[T. Dee]

 I was wondering if anyone has created SLAs for Change, but not so much on
the whole Change record, but on each Task.

For example a "new employee hire" might have 4 tasks associated with it -
security badge, parking sticker, windows NT ID, and Exchange Email Account.
Each one of these tasks will take different times.  For example:

Security Badge - 8 hours
Parking Sticker - 4 hours
Windows NT ID - 24 hours
Exchange Email Account - 24 hours

Is there a way to create SLAs for each task for the Change "New Employee
Hire"?

THANKS!

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Re: Atrium Integration Engine

[Drew Shuller]

Gidd, thanks for the info! We've already started in on EIE

Drew

On Wed, 5 
Dec 2007, Gidd wrote:



Drew,

The other alternative is of course to use Croom Consulting's
Link to External Databases which is an ARDBC-Plug-in and it comes in many
popular flavors DB2, Oracle, Sybase, MS SQL, MySQL and etc.

http://www.buoyantsolutions.net/External_DB.html

There are many on this list that have used this solution successfully.


Regards...Gidd




-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Drew Shuller
Sent: Wednesday, December 05, 2007 9:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: Atrium Integration Engine

Thad,

AIE provides a decent integraion point between Remedy and other databases.
The interface is a little clunky, but it does what it's supposed to do. The
alternative is to write your own interfaces.

Drew


On Tue, 4 Dec 2007, Thad K Esser wrote:


Hello,

I'm looking for some input on the value of the Atrium Integration
Engine - trying to decide if I want to use it or not.  In reading
through the manuals, it seems overly complicated and not all that
efficient, but if someone can tell me its the next best thing since
sliced bread (and mean it), I would appreciate your thoughts.

ARS 7.1
CMDB 2.1
ITSM 7.0.2 (minus AM)

Thank you,
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: Remedy not deleting /var/tmp files

[Axton]

There is an email engine patch that addresses this, I think starting
with patch 3.

Axton Grams

On Dec 4, 2007 4:49 PM, David Yearsley <[EMAIL PROTECTED]> wrote:
> **
>
> Server: Remedy AR Server 7.00.01 Patch 1
> Database: Oracle 9i
> ITSM Applicaitons: 6.0 (No patches)
>
> We found out last night that the .tmp files are not being deleted by the
> Remedy Server. I remember in the past their was some discussion about this
> and that one of the patches fixed the issue. I have been hunting the ARList
> archive and the BMC website for information, but have been unable to find
> the right combination of words to locate the information. I would appreciate
> on this problem. I would rather put on a patch, but if that won't fix the
> problem we will have to put some workflow in place to delete these files.
>
> Thanks __20060125___This posting was submitted with HTML
> in it___

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Re: Atrium Integration Engine

[Gidd]

Drew,

The other alternative is of course to use Croom Consulting's
Link to External Databases which is an ARDBC-Plug-in and it comes in many
popular flavors DB2, Oracle, Sybase, MS SQL, MySQL and etc.

http://www.buoyantsolutions.net/External_DB.html

There are many on this list that have used this solution successfully.


Regards...Gidd




-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Drew Shuller
Sent: Wednesday, December 05, 2007 9:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: Atrium Integration Engine

Thad,

AIE provides a decent integraion point between Remedy and other databases.
The interface is a little clunky, but it does what it's supposed to do. The
alternative is to write your own interfaces.

Drew


On Tue, 4 Dec 2007, Thad K Esser wrote:

> Hello,
>
> I'm looking for some input on the value of the Atrium Integration 
> Engine - trying to decide if I want to use it or not.  In reading 
> through the manuals, it seems overly complicated and not all that 
> efficient, but if someone can tell me its the next best thing since 
> sliced bread (and mean it), I would appreciate your thoughts.
>
> ARS 7.1
> CMDB 2.1
> ITSM 7.0.2 (minus AM)
>
> Thank you,
> 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.***
>
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>


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Re: BMC Service Request Management

[Amy Jennings]

I would be interested in having a copy if you don't mind.  We look to work 
with it in development as well. 
Thanks!!
Amy K. Jennings
(816) 737-4053



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

12/05/2007 12:41 PM
Please respond to
arslist@arslist.org


To
arslist@arslist.org
cc

Subject
Re: BMC Service Request Management






Hi Scott...

We installed and configured the SRMS module in development, but never
moved it to production.  In my opinion the concept behind SRMS ("one
stop shopping") is excellent.  Trying to stand it up not so
excellent...  The good news is once you stand it up and configure it a
few times it gets easier.  Unfortunately, the documentation  for this
module is not the greatest.

We ended up creating 8 procedural Visio diagrams to outline SRMS
configuration and deployment after BMC made two online presentations
to our group.

I can send you these Visio diagrams if you think they will be of use
to you.

The other caveat of course is that you will need a Service Catalog to
make SRMS work.  If you don't already have one - it can be a time
consuming task to create one.

On Dec 3, 5:27 pm, "[EMAIL PROTECTED]" <[EMAIL PROTECTED]>
wrote:
> Is there any one out there who has implemented BMC Service Request
> Management and is actually using the tool in a production environment?
> Looking for any installation, user and troubleshooting issues you may 
have
> encountered.
>
> Scott Parrish
> IT Prophets, LLC
> (770) 653-5203
>
> 
> mail2web.com - What can On Demand Business Solutions do for 
you?http://link.mail2web.com/Business/SharePoint
>
> 
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Remedy not deleting /var/tmp files

[David Yearsley]

Server: Remedy AR Server 7.00.01 Patch 1
Database: Oracle 9i
ITSM Applicaitons: 6.0 (No patches)
 
We found out last night that the .tmp files are not being deleted by the Remedy 
Server. I remember in the past their was some discussion about this and that 
one of the patches fixed the issue. I have been hunting the ARList archive and 
the BMC website for information, but have been unable to find the right 
combination of words to locate the information. I would appreciate on this 
problem. I would rather put on a patch, but if that won't fix the problem we 
will have to put some workflow in place to delete these files.
 
Thanks

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Re: BMC Service Request Management

[Elry]

Hi Scott...

We installed and configured the SRMS module in development, but never
moved it to production.  In my opinion the concept behind SRMS ("one
stop shopping") is excellent.  Trying to stand it up not so
excellent...  The good news is once you stand it up and configure it a
few times it gets easier.  Unfortunately, the documentation  for this
module is not the greatest.

We ended up creating 8 procedural Visio diagrams to outline SRMS
configuration and deployment after BMC made two online presentations
to our group.

I can send you these Visio diagrams if you think they will be of use
to you.

The other caveat of course is that you will need a Service Catalog to
make SRMS work.  If you don't already have one - it can be a time
consuming task to create one.

On Dec 3, 5:27 pm, "[EMAIL PROTECTED]" <[EMAIL PROTECTED]>
wrote:
> Is there any one out there who has implemented BMC Service Request
> Management and is actually using the tool in a production environment?
> Looking for any installation, user and troubleshooting issues you may have
> encountered.
>
> Scott Parrish
> IT Prophets, LLC
> (770) 653-5203
>
> 
> mail2web.com - What can On Demand Business Solutions do for 
> you?http://link.mail2web.com/Business/SharePoint
>
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Re: Fewer clicks to go to attachments

[Jason Miller]

I sent this a bit earlier but have not seen it on the list yet, resending...

Yes. You'll want to uncheck "Table Drill Down" on the table field. You then
create a hidden Display Only attachment pool/field on the form you are going
to open the attachment from. Create an Active Link that fires on
"Return/Table or LevelDbl-Clk" on the table field that does a set fields to
the DO attachment field from the actual data form (make sure  you have an
unique identifier in your table field (it can be hidden)). Have another
Active Link that fires next to do a PERFORM-ACTION-OPEN-ATTACHMENT.

Jason

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dave.ARSList
Sent: Tuesday, December 04, 2007 8:55 AM
To: arslist@ARSLIST.ORG
Subject: Fewer clicks to go to attachments

Hello listers,

Here's my scenario:

- We have copied the attachment pool table from 'AR System Email Messages'
form onto our custom staging form which is a display only form.

- Users double click the attachment from the pool which opens up 'AR System
Attachment Join' form.

- Users can then save the attachment or open the attachments.

Is there anyway to display the actual attachments on display-only form
itself? Eliminating the extra clicks to go to 'AR System Attachment Join'
form? 

Thanks in advance,

Dave.
-- 
View this message in context:
http://www.nabble.com/Fewer-clicks-to-go-to-attachments-tf4944276.html#a1415
4548
Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.


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Re: Renewing an SSL Cert for MidTier

[Axton]

Nope, http requests are handled by the http server (client/server);
http server talks to the servlet container independently using
whatever connector you are using (web->container).

Axton Grams

On Dec 4, 2007 2:41 PM, Reiser, John J <[EMAIL PROTECTED]> wrote:
> Axton,
> I probably am.
> I remember something to do with the cert7.db file. I was probably
> thinking of the ARDBC configuration.
> I just wanted to make sure that re-certifying the IIS would not hang the
> MidTier. I wasn't sure it there was a dependency.
>
> 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
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Axton
> Sent: Monday, December 03, 2007 7:39 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Renewing an SSL Cert for MidTier
>
> I think you are getting your wires crossed between the AREA certs and
> iis certs.  You should just need to renew the cert by generating a
> certificate request from iis, then sending the request, along with your
> money to the certificate authority.
>
> Axton Grams
>
> On Dec 3, 2007 4:51 PM, Reiser, John J <[EMAIL PROTECTED]> wrote:
> > Hello Listers,
> >
> > ARS Server 6.3
> > Midtier Server 6.3
> > MS Windows 2000
> > Remote MS SQL server 2000
> >
> > Our SSL certificate is expiring soon and I was asked to get it
> renewed.
> > I forget just how it works with the cert7.db file and such. I looked
> > in the ARSList archives but didn't come up with a lot.
> > Can anyone enlighten me on the process for applying a new HTTPS server
>
> > certificate?
> >
> > Thanks in advance,
> >
> > 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
> >
> >
> > __
> > _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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> >
>
> 
>
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Selection field displays enumid instead of value

[Durrant, Michael M. - ITSD]

ARS 7
 
I have a Selection field on a form.  I am viewing a Table Field of this
form.  For some reason, in the Priority column, I see the enum ID
instead of the value or alias.  What gives?
 
thanks,
 
Michael

The information contained in this email may be privileged, confidential or 
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OT: Remedy or RKM in West Virginia

[Will Carroll]

Does anyone work for or know of a company in West Virginia that uses
Remedy or RKM?  If so contact me off the list.

Thanks,
Will Carroll


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Re: Fewer clicks to go to attachments

[Jason Miller]

Yes. You'll want to uncheck "Table Drill Down" on the table field. You then
create a hidden Display Only attachment pool/field on the form you are going
to open the attachment from. Create an Active Link that fires on
"Return/Table or LevelDbl-Clk" on the table field that does a set fields to
the DO attachment field from the actual data form (make sure  you have an
unique identifier in your table field (it can be hidden)). Have another
Active Link that fires next to do a PERFORM-ACTION-OPEN-ATTACHMENT.

Jason

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dave.ARSList
Sent: Tuesday, December 04, 2007 8:55 AM
To: arslist@ARSLIST.ORG
Subject: Fewer clicks to go to attachments

Hello listers,

Here's my scenario:

- We have copied the attachment pool table from 'AR System Email Messages'
form onto our custom staging form which is a display only form.

- Users double click the attachment from the pool which opens up 'AR System
Attachment Join' form.

- Users can then save the attachment or open the attachments.

Is there anyway to display the actual attachments on display-only form
itself? Eliminating the extra clicks to go to 'AR System Attachment Join'
form? 

Thanks in advance,

Dave.
-- 
View this message in context:
http://www.nabble.com/Fewer-clicks-to-go-to-attachments-tf4944276.html#a1415
4548
Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.


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Re: Renewing an SSL Cert for MidTier

[Reiser, John J]

Axton,
I probably am.
I remember something to do with the cert7.db file. I was probably
thinking of the ARDBC configuration.
I just wanted to make sure that re-certifying the IIS would not hang the
MidTier. I wasn't sure it there was a dependency.

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 
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Monday, December 03, 2007 7:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Renewing an SSL Cert for MidTier

I think you are getting your wires crossed between the AREA certs and
iis certs.  You should just need to renew the cert by generating a
certificate request from iis, then sending the request, along with your
money to the certificate authority.

Axton Grams

On Dec 3, 2007 4:51 PM, Reiser, John J <[EMAIL PROTECTED]> wrote:
> Hello Listers,
>
> ARS Server 6.3
> Midtier Server 6.3
> MS Windows 2000
> Remote MS SQL server 2000
>
> Our SSL certificate is expiring soon and I was asked to get it
renewed.
> I forget just how it works with the cert7.db file and such. I looked 
> in the ARSList archives but didn't come up with a lot.
> Can anyone enlighten me on the process for applying a new HTTPS server

> certificate?
>
> Thanks in advance,
>
> 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
>
>
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> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
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>


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Re: BMC Service Request Management

[John Sundberg]

Suspiciously quiet.

If you run into significant problems -- be sure to be a good client advocate
and let them know their options. :)

Kinetic Request  has many
production implementations which we can reference.

Some fun PRODUCTION factoids from actual Kinetic customers:
> 75 -- the number of service items in a single catalog
9 -- the number of languages that are being used at one company
> 700,000 -- the number of requesters at one site
> 6,000 -- most submits handled in a day
93 -- the number of pages for 1 (one) request form set -- onboarding an
employee is no simple task
> 150 -- the most questions on a single request form -- UGGG - wouldn't want
to fill that out
4 -- the most levels of a approval for a single request
20 -- the number of catalogs on one system ** -- this is still being built
out -- but the first couple are built


Generally we can do a POC in 5 days. You end up with our product installed,
a catalog created and a couple forms integrated to your ITSM application.
(We don't care if the app is ITSM 7, 6, x,y,z or a custom application. In
addition - we have catalogs in production that front end Remedy Customer
Support ( 5.6) (but any version would be fine).

As always - feel free to contact me.

-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]


On 12/3/07, [EMAIL PROTECTED] <[EMAIL PROTECTED]> wrote:
>
> Is there any one out there who has implemented BMC Service Request
> Management and is actually using the tool in a production environment?
> Looking for any installation, user and troubleshooting issues you may have
> encountered.
>
> Scott Parrish
> IT Prophets, LLC
> (770) 653-5203
>
> 
> mail2web.com – What can On Demand Business Solutions do for you?
> http://link.mail2web.com/Business/SharePoint
>
>
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Re: Atrium Integration Engine

[Drew Shuller]

Thad,

AIE provides a decent integraion point between Remedy and other 
databases. The interface is a little clunky, but it does what 
it's supposed to do. The alternative is to write your own interfaces.


Drew


On Tue, 4 Dec 2007, Thad K Esser wrote:


Hello,

I'm looking for some input on the value of the Atrium Integration Engine -
trying to decide if I want to use it or not.  In reading through the
manuals, it seems overly complicated and not all that efficient, but if
someone can tell me its the next best thing since sliced bread (and mean
it), I would appreciate your thoughts.

ARS 7.1
CMDB 2.1
ITSM 7.0.2 (minus AM)

Thank you,
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.  
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Re: there must be a way to do this ... RESOLVED !!!!!!!

[Remedy Maniac]

Dear listers,

so I managed to build a worflow which gives me the data I need.
I first run a filter guide which checks the entries and mark them as 
"checked".
On "Event", when the data is sent back to the window, I run an AL Guide 
which then goes through the table for each entry found.

If somebody likes more details, simply let me know.
Many thanks to those who answered to that post.
Serouche



Roger Medsker wrote:

Serouche,

I experienced a similar problem about a year ago. I did development on my
laptop running AR System 6.3 patch 18(19?). Everything worked fine. I
migrated the workflow to a test system (on AIX) running AR System 6.0.1
patch 13(?). I had all kinds of problems. I suggested upgrading the test AR
System server to 6.3 latest patch. After doing so the problems went away.

If upgrading your AR System server to 6.3 is at all possible, I would
recommend that.


Roger Medsker
Remedy Consultant
Bluestem Consulting Group, LLC
[EMAIL PROTECTED]



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Peter Romain
Sent: Monday, December 03, 2007 9:24 AM
To: arslist@ARSLIST.ORG
Subject: Re: there must be a way to do this ... please read and help ...

Hi again Serouche,

I spent a fair amount of time helping you with this.

You will remember that it worked for me on V6.3 and V7.01 so there is
nothing fundamentally wrong with what you are trying to do.

I suggest that you create a couple of new forms just to test this scenario
without all of the additional processing your current workflow does.

When you've done this you could send me the def and I can try it on V6.3
and V7 systems without having to change the workflow at all.

I suspect that it's the V6.1 system that has a bug stopping this working.

Cheers

Peter






  

Dear listers,

I already posted this issue few times during the past month. Without any
success.
And i am still stuck.
What I try to do is to loop  on a table. But it doesn't behave
correctly. My concern is that I am not sure whether it is related to the
workflow I wrote or if it is a limitation of the ARSystem we are
running, v6.01 with latest patch
This is what I do:
on the web I fill in a character field with several logins. I push a
button which sends the lines to a form A.
On Submit on that form I fire a filter guide.
The filter guide takes each login and checks whether it is in the User
form. If no, it checks whether the entry exist in Form B AND whether it
corresponds to a "list name".
This Form B contains a list of distribution lists with "list name" and
"member name".
If the "list name" = the login checked, a tempfield takes this value. On
Form A I have a table field with a qualification as follows : tempfield
= list name
So if "list name" = the login checked, is met then the table takes the
list name and I am able to read into a loop the values of members found
in the table.
Everything works fine, except that if I put 2 tables, the workflow
returns back two times the same members of the first list found.

Is anybody able to help with this problem?
Thank you.

Serouche





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Re: there must be a way to do this ... please read and help ...

[Remedy Maniac]

Hi Peter,

many thanks for your help.
As I previously mentioned, I could not import your definitions because 
the ARSystem does not like the file.

It complains that it is a wrong format or something similar.
This must be related to the difference between our servers. As your file 
comes from a 6.3 and my server is running a 6.02.
Anyway, I got the information from BMC that this is most probably as you 
said yourself, due to the version I am running.

Indeed I got the point.
My problem is that at the moment, I am forced to use this version and I 
am not able even to test my logic on a 6.3 or 7.
I could always make an install and test at home. But you know how it is. 
Time, time, time 

So I need to find a workaround for my problem.
What I understood is that the problem is to refresh my table via filters.
Then I am going to add some AL to my workflow and try to get these data 
out for what I need.

After all it is all only about 1 and 0. If you see what I mean.
Cheers
Serouche





Peter Romain wrote:

Hi again Serouche,

I spent a fair amount of time helping you with this.

You will remember that it worked for me on V6.3 and V7.01 so there is
nothing fundamentally wrong with what you are trying to do.

I suggest that you create a couple of new forms just to test this scenario
without all of the additional processing your current workflow does.

When you've done this you could send me the def and I can try it on V6.3
and V7 systems without having to change the workflow at all.

I suspect that it's the V6.1 system that has a bug stopping this working.

Cheers

Peter






  

Dear listers,

I already posted this issue few times during the past month. Without any
success.
And i am still stuck.
What I try to do is to loop  on a table. But it doesn't behave
correctly. My concern is that I am not sure whether it is related to the
workflow I wrote or if it is a limitation of the ARSystem we are
running, v6.01 with latest patch
This is what I do:
on the web I fill in a character field with several logins. I push a
button which sends the lines to a form A.
On Submit on that form I fire a filter guide.
The filter guide takes each login and checks whether it is in the User
form. If no, it checks whether the entry exist in Form B AND whether it
corresponds to a "list name".
This Form B contains a list of distribution lists with "list name" and
"member name".
If the "list name" = the login checked, a tempfield takes this value. On
Form A I have a table field with a qualification as follows : tempfield
= list name
So if "list name" = the login checked, is met then the table takes the
list name and I am able to read into a loop the values of members found
in the table.
Everything works fine, except that if I put 2 tables, the workflow
returns back two times the same members of the first list found.

Is anybody able to help with this problem?
Thank you.

Serouche

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Remedy Knowledge Management 7.x Patch 001

[Joe DeSouza]

Listers,

Is anyone out there using this against the ARS Server 7.x and ITSM
applications 7.x?

Have you figured out the meta data relationships between the different data
tables within the Remedy Knowledge Management (RKM) database? Or is there a
document out there some place where I could take a sneak peek at this kind
of information?

I'd find this document useful to configure certain parts of the application
and to understand the application better.

Cheers

Joe


  

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Error Handling

[J.T. Shyman]

Hello ARSers! 

I'm writing a process that will import user information from LDAP, put it
into a staging form, and then push the information to CTM:People. I do some
validation prior to pushing the records but I will always still get some
failures. The problem is twofold: the push runs in phase 1 and any error
stops the import cold and I don't know how (or if it is possible) to trap
the error and send it to a log so a human can look at it and correct it. 

The idea is that the whole import process would run via escalation and
errors would be written to another form for an administrator to deal with
when convenient. 

Thanks in advance for any insight. 

J.T. Shyman



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Atrium Integration Engine

[Thad K Esser]

Hello,

I'm looking for some input on the value of the Atrium Integration Engine - 
trying to decide if I want to use it or not.  In reading through the 
manuals, it seems overly complicated and not all that efficient, but if 
someone can tell me its the next best thing since sliced bread (and mean 
it), I would appreciate your thoughts.

ARS 7.1
CMDB 2.1
ITSM 7.0.2 (minus AM)

Thank you,
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 
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Re: Queries on a push field?

[LJ LongWing (Head)]

While I agree that he should set it to 'take no action' it will never
actually take that action because the qual will never have matching
recordsbut I believe that Remedy has some code in place that will bypass
the select if it is defined as you suggest

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice
Sent: Wednesday, December 05, 2007 9:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Queries on a push field?


** Your problem is with the modify all matching. This push fields is to
create a new entry with each submit not to modify all existing records which
is what the modifying all matching is doing.


-Original Message-
From: Davies, J.T. <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wed, 5 Dec 2007 11:40 am
Subject: Queries on a push field?


** 
I was running some performance queries (inserting Panacea plug here ;)) and
ran across a strange situation.  Maybe someone's seen this before.
 
Basically, a select query is being sent to the DB when a Push Fields action
is being executed.  The target for this push has 2.5 million rows (Help Desk
Work Log...ugh).  Every time a work log is submitted in the app, this push
occurs along with this query.
 
System:
 
ARS 7.0.1 Patch 004
Solaris
Oracle 10g
 
 
I set up the following test situation:
 
Regular source form: TestForm1 (no fields added...just core fields)
Regular target form: TestForm2 (no fields added...just core fields)
Filter: TestFilter
 
Fires on Submit. No Run If qual.
 
1 action: Push Fields
 
Push to TestForm2.
Qual is: 1=2  (also tried with no qual...same result)
 
Create ticket if no match
Modify all matching
Set matching ID's for push values
 
 
Ran a filter/sql log.  The following lines come up after the INSERT to the
source table, but before the INSERT into the target table...
 
SELECT T1614.C1,T1614.C1 FROM T1614 WHERE (1 = 2) ORDER BY 1 ASC
and
SELECT T1614.C1,T1614.C1 FROM T1614 ORDER BY 1 ASC
respectively.
 
Any ideas?  Obviously, these are causing table scans...and against a table
with 2.5 million rows...it gets a tad sluggish.
 
Thought I'd query the group here prior to submitting to BMC...  I probably
wouldn't hear from them until after the new-year...even with our elevated
level of support.
 
Thanks!
J.T.
New Edge Networks
An EarthLink Company
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Re: there must be a way to do this ... please read and help ...

[Aaron Keller]

Maybe I'm misunderstanding your ultimate goal.  If you have two groups X
and Y, are you attempting to have the table field display the members of
either X or Y, or have workflow step through each group, and perform
some action only on the members of the active group?


-Aaron

* Email: [EMAIL PROTECTED]



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Remedy Maniac
Sent: Monday, December 03, 2007 11:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: there must be a way to do this ... please read and help ...

Surely.
I have the table qualification as the following: $Assigned To$ = 'Lists'
The problem is that $Assigned To$ is "dynamic". It can changes.
So let say I have two entries one after each other, X and Y.
Through the workflow, the table takes X for the qualification so I can
see in Column 2 the members,. Let say Toto and Titi.
Then after another parse, the table takes next entry Y. But then it
returns again Toto and Titi. Eventhough, Y has members Tata and Toutou.
What is puzzling me is that at the end if I check on the form, I can see
the expected values on the table.
So I though maybe at some point in the workflow I need to somehow
"reset" the value in the table. So I tried many things, but it's like
the filters are fired at the same time.
I mean, I know how the filter processing works as described in the doc. 
But let say I have a first filter which set the field as it should fit
the qualification. The second filter which is also a set field, will
empty it.
The third filter is suppose to set again with the next value. But even
though, up to now I was only able to either get empty values at the end.

Like the set to NULL has the last word. Or again, the table takes the
right value for first Column. But again, the values returned for column
2 are the one checking the condition of first value.
Actually that's why I am a bit puzzled and suspect my workflow being
crapy. Instead of what Peter Romain suspect as being a limitation of the
version 6.01 I am running. The problem is that I am not able to test
myself on another version at the moment.
Because my management is taking some time to decide that we should go
for verison 7 anyway.
Anyway.
If somebody could have a great idea
Serouche


Aaron Keller wrote:
> When I get stuck on something like this, I find it's good to take a 
> step back and determine:
> What is the big picture; what are you attempting to accomplish with 
> this workflow?
>
> >From my reading of your message, you might be wanting to enter a 
> >seris
> of "list" names in one field, and have a table field display the 
> members of those lists.  Is that correct?  If so, why do all the 
> parsing and filter guides?  You could just use a fancy table 
> qualification.  Such
> as:
>
> ("%" + 'List Name' + "%") LIKE $Character Field$
>
>
> -drake
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Remedy Maniac
> Sent: Monday, December 03, 2007 9:20 AM
> To: arslist@ARSLIST.ORG
> Subject: there must be a way to do this ... please read and help ...
>
> Dear listers,
>
> I already posted this issue few times during the past month. Without 
> any success.
> And i am still stuck.
> What I try to do is to loop  on a table. But it doesn't behave 
> correctly. My concern is that I am not sure whether it is related to 
> the workflow I wrote or if it is a limitation of the ARSystem we are 
> running, v6.01 with latest patch This is what I do:
> on the web I fill in a character field with several logins. I push a 
> button which sends the lines to a form A.
> On Submit on that form I fire a filter guide.
> The filter guide takes each login and checks whether it is in the User

> form. If no, it checks whether the entry exist in Form B AND whether 
> it corresponds to a "list name".
> This Form B contains a list of distribution lists with "list name" and

> "member name".
> If the "list name" = the login checked, a tempfield takes this value. 
> On Form A I have a table field with a qualification as follows : 
> tempfield = list name So if "list name" = the login checked, is met 
> then the table takes the list name and I am able to read into a loop 
> the values of members found in the table.
> Everything works fine, except that if I put 2 tables, the workflow 
> returns back two times the same members of the first list found.
>
> Is anybody able to help with this problem?
> Thank you.
>
> Serouche
>
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>
> Things we want you to know.
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Re: Test email sent at 8:57AM Central Time

[LJ LongWing (Head)]

Received at 7:58 AM Mountain Time :)

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr OC-ALC/ITMA
Sent: Tuesday, December 04, 2007 7:58 AM
To: arslist@ARSLIST.ORG
Subject: Test email sent at 8:57AM Central Time


** 

 

 

Thanks,


Gary Opela, Jr

Sr. Remedy Developer

Leader Communications, Inc.

 

 

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Re: Queries on a push field?

[Davies, J.T.]

Oh duh...thanks. I need to take an overdue vacation...  (I even typed it
out and didn't catch it!) :)
 
Thanks
J.T.
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Wednesday, December 05, 2007 8:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Queries on a push field?


** 
Create ticket if no match
Modify all matching
 
If you want to always just do a Create set the If Any Match to "Take No
Action"
 
Setting it to Modify All Matching will update every single record.
 
Fred
 


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Davies, J.T.
Sent: Wednesday, December 05, 2007 10:41 AM
To: arslist@ARSLIST.ORG
Subject: Queries on a push field?


I was running some performance queries (inserting Panacea plug here ;))
and ran across a strange situation.  Maybe someone's seen this before.
 
Basically, a select query is being sent to the DB when a Push Fields
action is being executed.  The target for this push has 2.5 million rows
(Help Desk Work Log...ugh).  Every time a work log is submitted in the
app, this push occurs along with this query.
 
System:
 
ARS 7.0.1 Patch 004
Solaris
Oracle 10g
 
 
I set up the following test situation:
 
Regular source form: TestForm1 (no fields added...just core fields)
Regular target form: TestForm2 (no fields added...just core fields)
Filter: TestFilter
 
Fires on Submit. No Run If qual.
 
1 action: Push Fields
 
Push to TestForm2.
Qual is: 1=2  (also tried with no qual...same result)
 
Create ticket if no match
Modify all matching
Set matching ID's for push values
 
 
Ran a filter/sql log.  The following lines come up after the INSERT to
the source table, but before the INSERT into the target table...
 
SELECT T1614.C1,T1614.C1 FROM T1614 WHERE (1 = 2) ORDER BY 1 ASC
and
SELECT T1614.C1,T1614.C1 FROM T1614 ORDER BY 1 ASC
respectively.
 
Any ideas?  Obviously, these are causing table scans...and against a
table with 2.5 million rows...it gets a tad sluggish.
 
Thought I'd query the group here prior to submitting to BMC...  I
probably wouldn't hear from them until after the new-year...even with
our elevated level of support.
 
Thanks!
J.T.
New Edge Networks
An EarthLink Company
 
__20060125___This posting was submitted with HTML in
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Re: Error Handling

[Eli Schilling]

I am doing something similar in 7.0.1; I use two escalations to execute
this process.  The first simply does a push fields from my LDAP form
into my staging form and sets a status of "New" on all created or
updated records.  This process takes about 75 minutes so I have another
escalation scheduled to run 2 hours later.  All it does is run through
the "New" records and set them to "Trigger".  This status causes a
series of filters to fire that push and pull fields from hither and
thither.  Most of the filters end in `! so that they execute regardless
of the phase.  This enables the system to write errors out to a field or
other form.  There are several error checks along the way to determine
whether or not to continue to the end of the process chain.
 
I actually got help on this entire process from another lister several
months back.  If you'd like to see more detail I'd be happy to pass it
along.
 
Cheers!
 
Eli



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Wednesday, December 05, 2007 8:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Error Handling


** 

Unfortunately, we're on 7.0.1. Thanks for the tip, though. 

 

J.T. Shyman

Column Technologies

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Wednesday, December 05, 2007 11:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Error Handling

 

If you are on AR System 7.1.00, the new filter error handling feature
may be of use to you.  That way, if you get an error condition, you
could fire the error handling workflow to (a) write out the information
you need and (b) enable the process to continue.

 

This is the primary use case of Error Handling and why we added it to
the product.  Check out the documentation for details.

 

Thanks,

 

-David J. Easter

Sr. Product Manager, Service Management Business Unit

BMC Software, Inc.

 

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

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Tuesday, December 04, 2007 7:46 AM
To: arslist@ARSLIST.ORG
Subject: Error Handling

** 

Hello ARSers! 

I'm writing a process that will import user information from LDAP, put
it into a staging form, and then push the information to CTM:People. I
do some validation prior to pushing the records but I will always still
get some failures. The problem is twofold: the push runs in phase 1 and
any error stops the import cold and I don't know how (or if it is
possible) to trap the error and send it to a log so a human can look at
it and correct it. 

The idea is that the whole import process would run via escalation and
errors would be written to another form for an administrator to deal
with when convenient. 

Thanks in advance for any insight. 

J.T. Shyman

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Re: Support site, patch download issues?

[Gavin Coleman]

That's very interesting! That is exactly the error that lots of our people 
are seeing. I have an Incident open with Remedy support who can't offer 
any explanation. Their best suggestion so far is to patch the mid-tier!

We're running

Remedy 6.3 Patch 22
Mid-Tier 6.3 Patch 22

If I look in the Mid-Tier log files I get loads of issues like this

Caught exception while binding action list - dropping action : ARERR [-1] 
Message not found

Interesting if Remedy are suffering the same problem as well!



Gavin Coleman
Technical Consultant




"Barber, Dave" <[EMAIL PROTECTED]>
Sent by: "Action Request System discussion list(ARSList)" 

05/12/2007 16:25
Please respond to arslist

 
To: arslist@ARSLIST.ORG
cc: 
Subject:Re: Support site, patch download issues?


** 
Scott,
 
I'm going in via the normal route, but I'm getting the following :
 

 
Its not a major show stopper (right now), but I'm wanting to check on the 
latest patches for ITSM 7 
 
Regards
 
Dave
 

From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish
Sent: 05 December 2007 16:23
To: arslist@ARSLIST.ORG
Subject: Re: Support site, patch download issues?

** 
Dave,
I have not had any issues with the site and have downloaded patches today.
 
Scott Parrish
IT Prophets, LLC
(770) 653-5203
http://www.itprophets.com

From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Barber, Dave
Sent: Wednesday, December 05, 2007 11:10 AM
To: arslist@ARSLIST.ORG
Subject: Support site, patch download issues?
 
Is it just me, or is anyone else having issues with getting onto the 
support/patch download site?
 
The EPD is fine, but the heritage/patch section isn't working - either in 
IE or Firefox.

regards

Dave
  
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NTT Europe Limited is a company registered in England and Wales with 
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Re: Queries on a push field?

[Roger Justice]

Your problem is with the modify all matching. This push fields is to create a 
new entry with each submit not to modify all existing records which is what the 
modifying all matching is doing.


-Original Message-
From: Davies, J.T. <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wed, 5 Dec 2007 11:40 am
Subject: Queries on a push field?


** 
I was running some performance queries (inserting Panacea?plug here ;)) and ran 
across a strange situation.? Maybe someone's seen this before.

?

Basically, a select query is being sent to the DB when a Push Fields action is 
being executed.? The target for this push has 2.5 million rows (Help Desk Work 
Log...ugh).? Every time a work log is submitted in the app, this push occurs 
along with this query.

?

System:

?

ARS 7.0.1 Patch 004

Solaris

Oracle 10g

?

?

I set up the following test situation:

?

Regular source?form: TestForm1 (no fields added...just core fields)

Regular target form: TestForm2 (no fields added...just core fields)

Filter: TestFilter

?

Fires on Submit. No Run If qual.

?

1 action: Push Fields

?

Push to TestForm2.

Qual is: 1=2? (also tried with no qual...same result)

?

Create ticket if no match

Modify all matching

Set matching ID's for push values

?

?

Ran a filter/sql log.? The following lines come up after the INSERT to the 
source table, but before the INSERT into the target?table...

?

SELECT T1614.C1,T1614.C1 FROM T1614 WHERE (1 = 2) ORDER BY 1 ASC

and

SELECT T1614.C1,T1614.C1 FROM T1614 ORDER BY 1 ASC

respectively.

?

Any ideas?? Obviously, these are causing table scans...and against a table with 
2.5 million rows...it gets a tad sluggish.

?

Thought I'd query the group here prior to submitting to BMC...? I probably 
wouldn't hear from them until after the new-year...even with our elevated level 
of support.

?

Thanks!
J.T.

New Edge Networks

An EarthLink Company
__20060125___This posting was submitted with HTML in it___ 


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Re: Queries on a push field?

[Grooms, Frederick W]

Create ticket if no match
Modify all matching
 
If you want to always just do a Create set the If Any Match to "Take No
Action"
 
Setting it to Modify All Matching will update every single record.
 
Fred
 


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Davies, J.T.
Sent: Wednesday, December 05, 2007 10:41 AM
To: arslist@ARSLIST.ORG
Subject: Queries on a push field?


I was running some performance queries (inserting Panacea plug here ;))
and ran across a strange situation.  Maybe someone's seen this before.
 
Basically, a select query is being sent to the DB when a Push Fields
action is being executed.  The target for this push has 2.5 million rows
(Help Desk Work Log...ugh).  Every time a work log is submitted in the
app, this push occurs along with this query.
 
System:
 
ARS 7.0.1 Patch 004
Solaris
Oracle 10g
 
 
I set up the following test situation:
 
Regular source form: TestForm1 (no fields added...just core fields)
Regular target form: TestForm2 (no fields added...just core fields)
Filter: TestFilter
 
Fires on Submit. No Run If qual.
 
1 action: Push Fields
 
Push to TestForm2.
Qual is: 1=2  (also tried with no qual...same result)
 
Create ticket if no match
Modify all matching
Set matching ID's for push values
 
 
Ran a filter/sql log.  The following lines come up after the INSERT to
the source table, but before the INSERT into the target table...
 
SELECT T1614.C1,T1614.C1 FROM T1614 WHERE (1 = 2) ORDER BY 1 ASC
and
SELECT T1614.C1,T1614.C1 FROM T1614 ORDER BY 1 ASC
respectively.
 
Any ideas?  Obviously, these are causing table scans...and against a
table with 2.5 million rows...it gets a tad sluggish.
 
Thought I'd query the group here prior to submitting to BMC...  I
probably wouldn't hear from them until after the new-year...even with
our elevated level of support.
 
Thanks!
J.T.
New Edge Networks
An EarthLink Company
 
  

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Queries on a push field?

[Davies, J.T.]

I was running some performance queries (inserting Panacea plug here ;))
and ran across a strange situation.  Maybe someone's seen this before.
 
Basically, a select query is being sent to the DB when a Push Fields
action is being executed.  The target for this push has 2.5 million rows
(Help Desk Work Log...ugh).  Every time a work log is submitted in the
app, this push occurs along with this query.
 
System:
 
ARS 7.0.1 Patch 004
Solaris
Oracle 10g
 
 
I set up the following test situation:
 
Regular source form: TestForm1 (no fields added...just core fields)
Regular target form: TestForm2 (no fields added...just core fields)
Filter: TestFilter
 
Fires on Submit. No Run If qual.
 
1 action: Push Fields
 
Push to TestForm2.
Qual is: 1=2  (also tried with no qual...same result)
 
Create ticket if no match
Modify all matching
Set matching ID's for push values
 
 
Ran a filter/sql log.  The following lines come up after the INSERT to
the source table, but before the INSERT into the target table...
 
SELECT T1614.C1,T1614.C1 FROM T1614 WHERE (1 = 2) ORDER BY 1 ASC
and
SELECT T1614.C1,T1614.C1 FROM T1614 ORDER BY 1 ASC
respectively.
 
Any ideas?  Obviously, these are causing table scans...and against a
table with 2.5 million rows...it gets a tad sluggish.
 
Thought I'd query the group here prior to submitting to BMC...  I
probably wouldn't hear from them until after the new-year...even with
our elevated level of support.
 
Thanks!
J.T.
New Edge Networks
An EarthLink Company

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Re: Checking list

[Grooms, Frederick W]

I grab his address from an older post of his, although I think the
defined method is support (or was it admin) @arslist.org
 
Claire,
Are you still the keeper of the FAQ, and what does it list?
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Wednesday, December 05, 2007 10:24 AM
To: arslist@ARSLIST.ORG
Subject: Re: Checking list



Just curious: If we run into an issue, how do we contact an admin (I
assume Dan is one)?

 

J.T. Shyman

Column Technologies

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Wednesday, December 05, 2007 11:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: Checking list

 

Dan's working on the issue at this moment.

 

Dave

 

 


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Auto responder email

[Oyefeso, Bola]

  

Hello all,

This one is probably simple to do, but I am too busy to play with it.  I
want to send an automatic email to users that send reply to notification
messages.  Has anyone done this before?  Is it in the configuration?

 

Bola Oyefeso


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<>

Test email sent at 8:57AM Central Time

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

 

 

Thanks,


Gary Opela, Jr

Sr. Remedy Developer

Leader Communications, Inc.

 

 


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Re: Checking list

[Shellman, David]

I have his email address from other exchanges of information.
 
Dave



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Wednesday, December 05, 2007 11:24 AM
To: arslist@ARSLIST.ORG
Subject: Re: Checking list


** 

Just curious: If we run into an issue, how do we contact an admin (I
assume Dan is one)?

 

J.T. Shyman

Column Technologies

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Wednesday, December 05, 2007 11:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: Checking list

 

Dan's working on the issue at this moment.

 

Dave

 

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ITSM 7.0 - SLA - Change Tasks

[T. Dee]

I was wondering if anyone has created SLAs for Change, but not so much on
the whole Change record, but on each Task.

For example a "new employee hire" might have 4 tasks associated with it -
security badge, parking sticker, windows NT ID, and Exchange Email Account.
Each one of these tasks will take different times.  For example:

Security Badge - 8 hours
Parking Sticker - 4 hours
Windows NT ID - 24 hours
Exchange Email Account - 24 hours

Is there a way to create SLAs for each task for the Change "New Employee
Hire"?

THANKS!

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Re: Support site, patch download issues?

[Barber, Dave]

Scott,
 
I'm going in via the normal route, but I'm getting the following :
 
 
 
Its not a major show stopper (right now), but I'm wanting to check on
the latest patches for ITSM 7 
 
Regards
 
Dave
 




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish
Sent: 05 December 2007 16:23
To: arslist@ARSLIST.ORG
Subject: Re: Support site, patch download issues?


** 

Dave,

I have not had any issues with the site and have downloaded patches
today.

 

Scott Parrish

IT Prophets, LLC

(770) 653-5203

http://www.itprophets.com



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Barber, Dave
Sent: Wednesday, December 05, 2007 11:10 AM
To: arslist@ARSLIST.ORG
Subject: Support site, patch download issues?

 

Is it just me, or is anyone else having issues with getting onto the
support/patch download site?

 

The EPD is fine, but the heritage/patch section isn't working - either
in IE or Firefox.


regards


Dave

  

Please consider the environment before printing this e-mail or its
attachments. 



This e-mail (and any attachments) contains information, which is
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addressee(s). If you are not the intended recipient you must not copy,
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person. If you have received this e-mail in error, please notify us
immediately at [EMAIL PROTECTED]  . The information 
contained
in this e-mail (and any attachments) is supplied in good faith, but the
sender shall not be under any liability in damages or otherwise for any
reliance that may be placed upon it by the recipient. Any comments or
opinions expressed are those of the originator not of NTT Europe Ltd.
unless otherwise expressly stated. 

  

NTT Europe Limited is a company registered in England and Wales with
company number 2307625. Registered Address: NTT Europe Ltd. 3rd Floor,
Devon house, 58-60 St. Katharine's Way, London, E1W 1LB, UK. Telephone
+44-20-7977-1000. Facsimile +44-20-7977-1001. Website Link: 
http://www.ntteurope.com   

 

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otherwise expressly stated.
 
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58-60 St. Katharine's Way, London, E1W 1LB, UK. Telephone +44-20-7977-1000. 
Facsimile +44-20-7977-1001. Website Link: http://www.ntteurope.com

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<>

Re: Error Handling

[J.T. Shyman]

Unfortunately, we're on 7.0.1. Thanks for the tip, though. 

 

J.T. Shyman

Column Technologies

 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Wednesday, December 05, 2007 11:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Error Handling

 

If you are on AR System 7.1.00, the new filter error handling feature may be
of use to you.  That way, if you get an error condition, you could fire the
error handling workflow to (a) write out the information you need and (b)
enable the process to continue.

 

This is the primary use case of Error Handling and why we added it to the
product.  Check out the documentation for details.

 

Thanks,

 

-David J. Easter

Sr. Product Manager, Service Management Business Unit

BMC Software, Inc.

 

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

 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Tuesday, December 04, 2007 7:46 AM
To: arslist@ARSLIST.ORG
Subject: Error Handling

** 

Hello ARSers! 

I'm writing a process that will import user information from LDAP, put it
into a staging form, and then push the information to CTM:People. I do some
validation prior to pushing the records but I will always still get some
failures. The problem is twofold: the push runs in phase 1 and any error
stops the import cold and I don't know how (or if it is possible) to trap
the error and send it to a log so a human can look at it and correct it. 

The idea is that the whole import process would run via escalation and
errors would be written to another form for an administrator to deal with
when convenient. 

Thanks in advance for any insight. 

J.T. Shyman

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Re: Error Handling

[Grooms, Frederick W]

Break it up into a 2 part process (Can still be one escalation if you
are creative)
 
Part 1:  Do the Push from LDAP into the Staging form
 
Part 2: Set the push from Staging into People to run only when a flag is
set in the staging form.  The push from LDAP should NOT set this flag.
An Escalation can simply do a Set on the Staging form setting the flag
which triggers the push to People.
 
After the process runs any record on the Staging form without the flag
set had an error pushing to People.
 
Fred
 




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Tuesday, December 04, 2007 9:46 AM
To: arslist@ARSLIST.ORG
Subject: Error Handling


** 

Hello ARSers! 

I'm writing a process that will import user information from LDAP, put
it into a staging form, and then push the information to CTM:People. I
do some validation prior to pushing the records but I will always still
get some failures. The problem is twofold: the push runs in phase 1 and
any error stops the import cold and I don't know how (or if it is
possible) to trap the error and send it to a log so a human can look at
it and correct it. 

The idea is that the whole import process would run via escalation and
errors would be written to another form for an administrator to deal
with when convenient. 

Thanks in advance for any insight. 

J.T. Shyman


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Re: Error Handling

[Easter, David]

If you are on AR System 7.1.00, the new filter error handling feature
may be of use to you.  That way, if you get an error condition, you
could fire the error handling workflow to (a) write out the information
you need and (b) enable the process to continue.
 
This is the primary use case of Error Handling and why we added it to
the product.  Check out the documentation for details.
 
Thanks,
 
-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Tuesday, December 04, 2007 7:46 AM
To: arslist@ARSLIST.ORG
Subject: Error Handling


** 

Hello ARSers! 

I'm writing a process that will import user information from LDAP, put
it into a staging form, and then push the information to CTM:People. I
do some validation prior to pushing the records but I will always still
get some failures. The problem is twofold: the push runs in phase 1 and
any error stops the import cold and I don't know how (or if it is
possible) to trap the error and send it to a log so a human can look at
it and correct it. 

The idea is that the whole import process would run via escalation and
errors would be written to another form for an administrator to deal
with when convenient. 

Thanks in advance for any insight. 

J.T. Shyman

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Re: Checking list

[J.T. Shyman]

Just curious: If we run into an issue, how do we contact an admin (I assume
Dan is one)?

 

J.T. Shyman

Column Technologies

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Wednesday, December 05, 2007 11:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: Checking list

 

Dan's working on the issue at this moment.

 

Dave

 

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Re: Checking list

[Shellman, David]

Dan's working on the issue at this moment.
 
Dave


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Gary A Roach/K-CORP/KMT/KMT is out of the office.

[Gary Roach]

I will be out of the office starting  12/05/2007 and will not return until
12/06/2007.

I will be checking email / v-mail regularly. If you need to speak with
someone immediately please call (or email) my manager, Karen Romanko at
724-539-5816.

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Re: Support site, patch download issues?

[Scott Parrish]

Dave,

I have not had any issues with the site and have downloaded patches today.

 

Scott Parrish

IT Prophets, LLC

(770) 653-5203

http://www.itprophets.com

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Barber, Dave
Sent: Wednesday, December 05, 2007 11:10 AM
To: arslist@ARSLIST.ORG
Subject: Support site, patch download issues?

 

Is it just me, or is anyone else having issues with getting onto the
support/patch download site?

 

The EPD is fine, but the heritage/patch section isn't working - either in IE
or Firefox.


regards


Dave

  

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stated. 

  

NTT Europe Limited is a company registered in England and Wales with company
number 2307625. Registered Address: NTT Europe Ltd. 3rd Floor, Devon house,
58-60 St. Katharine's Way, London, E1W 1LB, UK. Telephone +44-20-7977-1000.
Facsimile +44-20-7977-1001. Website Link: http://www.ntteurope.com
  

 

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Re: Checking list

[J.T. Shyman]

Or a disk out of space issue. You should see my email asking about it pop up
soon if they queued up and are going through now. I got an error yesterday
when I tried to change my profile:

 

Serious error occurred - traceback follows
-- >>> Error X'00D00383' closing
file C:\LISTSERV\MAIN\ARSLIST.CHANGELOG <<< -> Severity: Error -> Facility:
Win32 error codes -> Abstract: Unspecified error (112) - Refer to the Win32
online help -> W32 info: There is not enough space on the disk. 

-> I/O mode: Record write

 

J.T. Shyman

Column Technologies

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Barber, Dave
Sent: Wednesday, December 05, 2007 11:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: Checking list

 

Or the wind and rain here in the UK 

 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: 05 December 2007 16:06
To: arslist@ARSLIST.ORG
Subject: Checking list

** 

The list seems unusually quite today.  I don't think it would have anything
to do with the snow that we are getting here in Harrisburg.

Dave 

Dave Shellman 

Phone:  (717) 810-3687 
Fax:(717) 810-2124 
email:  [EMAIL PROTECTED] 

Tyco Electronics 
MS 161-043 
PO Box 3608 
Harrisburg, PA 17105-3607 

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  _  

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If you have received this e-mail in error, please notify us immediately at
 [EMAIL PROTECTED] The information contained in this 
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under any liability in damages or otherwise for any reliance that may be
placed upon it by the recipient. Any comments or opinions expressed are
those of the originator not of NTT Europe Ltd. unless otherwise expressly
stated. 

  

NTT Europe Limited is a company registered in England and Wales with company
number 2307625. Registered Address: NTT Europe Ltd. 3rd Floor, Devon house,
58-60 St. Katharine's Way, London, E1W 1LB, UK. Telephone +44-20-7977-1000.
Facsimile +44-20-7977-1001. Website Link: http://www.ntteurope.com
  

 

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Re: Checking list

[Shellman, David]

I sent Dan an email even though my post went through.  I got a response
from Aaron Keller that he had posted 2 messages today that we have not
seen.
 
Dave



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Barber, Dave
Sent: Wednesday, December 05, 2007 11:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: Checking list


** 
Or the wind and rain here in the UK 
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: 05 December 2007 16:06
To: arslist@ARSLIST.ORG
Subject: Checking list


** 

The list seems unusually quite today.  I don't think it would have
anything to do with the snow that we are getting here in Harrisburg.

Dave 

Dave Shellman 

Phone:  (717) 810-3687 
Fax:(717) 810-2124 
email:  [EMAIL PROTECTED] 

Tyco Electronics 
MS 161-043 
PO Box 3608 
Harrisburg, PA 17105-3607 

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person. If you have received this e-mail in error, please notify us
immediately at [EMAIL PROTECTED]  . The information 
contained
in this e-mail (and any attachments) is supplied in good faith, but the
sender shall not be under any liability in damages or otherwise for any
reliance that may be placed upon it by the recipient. Any comments or
opinions expressed are those of the originator not of NTT Europe Ltd.
unless otherwise expressly stated. 
NTT Europe Limited is a company registered in England and Wales with
company number 2307625. Registered Address: NTT Europe Ltd. 3rd Floor,
Devon house, 58-60 St. Katharine's Way, London, E1W 1LB, UK. Telephone
+44-20-7977-1000. Facsimile +44-20-7977-1001. Website Link:
http://www.ntteurope.com   
 
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ARERR 9351

[Wheeler, Dylan]

Has anyone run into this error before? I'm getting it on the mid tier
with a couple users machines when they refresh a table that has a lot of
records in it.
 
Unable to set up data connection, which is preventing the application
from working correctly. (ARERR 9351)
 
ARS 7.0.1 Patch 5
IIS 
Mid Tier 7.0.1 Patch 5
Tomcat/5.5.17
Java 1.4.2_09
 
- 

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: Checking list

[Barber, Dave]

Or the wind and rain here in the UK 
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: 05 December 2007 16:06
To: arslist@ARSLIST.ORG
Subject: Checking list


** 

The list seems unusually quite today.  I don't think it would have
anything to do with the snow that we are getting here in Harrisburg.

Dave 

Dave Shellman 

Phone:  (717) 810-3687 
Fax:(717) 810-2124 
email:  [EMAIL PROTECTED] 

Tyco Electronics 
MS 161-043 
PO Box 3608 
Harrisburg, PA 17105-3607 

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purpose or disclose the contents to any person. If you have received this 
e-mail in error, please notify us immediately at [EMAIL PROTECTED] The 
information contained in this e-mail (and any attachments) is supplied in good 
faith, but the sender shall not be under any liability in damages or otherwise 
for any reliance that may be placed upon it by the recipient. Any comments or 
opinions expressed are those of the originator not of NTT Europe Ltd. unless 
otherwise expressly stated.
 
NTT Europe Limited is a company registered in England and Wales with company 
number 2307625. Registered Address: NTT Europe Ltd. 3rd Floor, Devon house, 
58-60 St. Katharine's Way, London, E1W 1LB, UK. Telephone +44-20-7977-1000. 
Facsimile +44-20-7977-1001. Website Link: http://www.ntteurope.com

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Error Handling

[J.T. Shyman]

Hello ARSers! 

I'm writing a process that will import user information from LDAP, put it
into a staging form, and then push the information to CTM:People. I do some
validation prior to pushing the records but I will always still get some
failures. The problem is twofold: the push runs in phase 1 and any error
stops the import cold and I don't know how (or if it is possible) to trap
the error and send it to a log so a human can look at it and correct it. 

The idea is that the whole import process would run via escalation and
errors would be written to another form for an administrator to deal with
when convenient. 

Thanks in advance for any insight. 

J.T. Shyman



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Support site, patch download issues?

[Barber, Dave]

Is it just me, or is anyone else having issues with getting onto the
support/patch download site?
 
The EPD is fine, but the heritage/patch section isn't working - either
in IE or Firefox.

regards

Dave
 
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purpose or disclose the contents to any person. If you have received this 
e-mail in error, please notify us immediately at [EMAIL PROTECTED] The 
information contained in this e-mail (and any attachments) is supplied in good 
faith, but the sender shall not be under any liability in damages or otherwise 
for any reliance that may be placed upon it by the recipient. Any comments or 
opinions expressed are those of the originator not of NTT Europe Ltd. unless 
otherwise expressly stated.
 
NTT Europe Limited is a company registered in England and Wales with company 
number 2307625. Registered Address: NTT Europe Ltd. 3rd Floor, Devon house, 
58-60 St. Katharine's Way, London, E1W 1LB, UK. Telephone +44-20-7977-1000. 
Facsimile +44-20-7977-1001. Website Link: http://www.ntteurope.com

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Re: CMDB 2.1.0.001

[Savant, [EMAIL PROTECTED]]

According to Support, the patch is still in restricted release.  I'm
awaiting their explanation as to why they would send out a notification
for a patch that has not yet been released.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Thursday, November 29, 2007 12:09 PM
To: arslist@ARSLIST.ORG
Subject: CMDB 2.1.0.001

This last Tuesday, BMC released a Technical Bulletin dated 15 November
about Patch 001 to CMDB 2.1.0, along with a Patch 001 to AIE 7.1.00 and
the missing Release Notes for SLM 7.1.00.  I have yet to find the patch
for the CMDB in the Patch Downloads for BMC Remedy Products interface
(the one for AIE is there).  Has anyone spotted it somewhere else?

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/


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OT: Ping!

[Durrant, Michael M. - ITSD]

Only 3 messages today?  Is something broken?

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