GOOD feedback on Remedy Support

[Covert, Jack]

Hi guys.  Thought I'd share a surprise I got from BMC support (not the
kind I normally get).  Anyway, we are installing/configuring reporting
analytics and we had to open several tickets for assistance (poor
product documentation).  Anyway, somebody from BMC (Curtiss) called me
because he saw that we had several tickets opened up against a single
product in a short time span and wanted to make sure we were good to go
(which we were).  Very cool!

 

Jack Covert

 

Corporate IT

Enterprise Systems Management

Remedy Support Team

 

Remedy Support Team Home Page

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

 

ESM - Leveraging the power of automation for the benefit of the business

 


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Re: Unsupported Utilities

[Elry]

Thanks Roger...

Doug just suggested the same thing (to login first).

Unfortunately, it is not immediately apparent that you have to login
to get access to some elements.

Might be a good idea if they had a couple of those little lock/unlock
icons for those who are "slow of mind" like me...;)

Think I'll write the webmaster...


On Jan 18, 4:33 pm, Roger Medsker <[EMAIL PROTECTED]> wrote:
> Elry,
>
> Both of these utilities are in the BMCDN. I logged into the Developer
> Network, went to Resource Center->Downloads and put in "artext" in the
> search category. The first item was artext. I found arlabel the same way.
> You have to log in though or you won't find them.
>
> 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 Elry
> Sent: Friday, January 18, 2008 1:26 PM
> To: [EMAIL PROTECTED]
> Subject: Unsupported Utilities
>
> Hi Folks...
>
> The BMC Remedy website seems to change almost on a daily basis.
>
> Can anyone tell me where they have moved the unsupported utilities
> to...
>
> I have tried to Downloads section of the Developer Network, but I am
> not having much luck there.
>
> In particular - I am looking for ARTEXT & ARLABEL for application
> localization.
>
> Thanks.
>
> 
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Re: Appending headers to outgoing email messages

[Thad K Esser]

Larry,

In regards to your first bullet:
"It is not possible to pass a multi-line character value to any of 
the email header fields using the Notify action."

I'm actually doing just that.  In my scenario I use a temporary character 
field and build out the header elements I want, making sure the first 
character is a hard return which ensures that its at the start of a new 
line in the header.  And then in the Notify action, I use the Organization 
field on the Messages tab, as Fred suggests, and put my temp char field 
there.

Action one:  Set fields, $ztmpChar$ = "|Importance: 1"  (where the pipe 
symbol represents a hard return)
Action Two: Notify, set Organization field to $ztmpChar$ (and of course 
all the other information you need for the notify).

Works like a champ.  Hopefully that helps.

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



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

01/18/2008 01:42 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Appending headers to outgoing email messages






Hi Carey and Fred,

Thanks for the replies and suggestions. After experimenting for a
day, I have found the following:

- It is not possible to pass a multi-line character value to any
   of the email header fields using the Notify action.

- It is possible to send multi-line character values to headers
   fields by pushing directly to the "AR System Email Messages"
   form. This almost works.

When I push values directly to the form, a couple of other problems
have popped up:

- The email messages created by a Push action do not get deleted after
   they are sent, but they do get deleted automatically when the message
   is created by using a Notify action. I suspect that I am missing some
   critical value when pushing, but I have not been able to identify the
   missing field yet.

- My goal is to add two custom headers to the outgoing email message:
   X-Sender: Prog=arserver - Group=TEST - Type=Ownership
   X-Mailer: Prog=arserver - Group=TEST - Type=Ownership

   As suggested, the content is dynamic such that workgroup will change.
   When I append these headers to the "Organization:" header, they DO
   make it through to the Email Messages form and they DO make it into
   the actual email that gets delivered. That is good! However, on my
   console, if I start the ARServer manually, I see the following error
   message each time a record is pushed to the Email Messages form:

   sh: X-Mailer:: not found

   So obviously, something isn't quite right.

Anyway... sorry this is so long. I'll keep poking at it to see if I can
stumble upon a winning combination.

Thanks for your suggestions.
Larry

On Jan 17, 2008, at 1:57 PM, Grooms, Frederick W wrote:

> I never got it to work in the Subject field, but it does (did) work
> using the Organization field.  (Instead of using the Notify action I 
> may
> also have been doing a Push Fields action to the messages form)
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
> Sent: Thursday, January 17, 2008 12:25 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Appending headers to outgoing email messages
>
> Larry,
>
> You are not imaging that behavior. ( and I think the Email Engine did
> change[AKA: break] how this worked.)
>
> Ref admin_vol1.pdf pg 9-38
> "
> You can include extra header lines in your email message by inserting
> hard returns followed by approximately formatted mail headers in the
> Subject Line field. The resulting notification will contain a Subject
> Line and your header lines. The total of all data must be 255 
> characters
> or less.
> "
>
> However in the new(est?) Email Engine you do something like this, but
> totally differently... (and I am not sure this works before v7.1
> either)
>
> Ref: Email-Engine-710.pdf pg:198
> "com.bmc.arsys.emaildaemon.AdditionalMailHeaders=X-Loop-Detect"
>
> But if your content needs to be dynamic... then this option would 
> likely
> not meet your needs either.
>
>
> I doubt that helps.. but... Maybe someone else can show us how this 
> can
> be done in v5.1.2?
>
> --
> Carey Matthew Black
> Remedy Skilled Professional (RSP)
> ARS = Action Request System(Remedy)
>
> Love, then teach
> Solution = People + Process + Tools
> Fast, Accurate, Cheap Pick two.
>
>
>
> On Jan 17, 2008 10:20 AM, L G Robinson <[EMAIL PROTECTED]> wrote:
>> Hi Folks,
>>
>> I can not remember if this used to work, or if it is just something I
>> imagined...
>>
>> When sending email notifications using the Notify action in a filter,
>> I thought that it was possible to add additional email headers to the
>> outgoing email message by appending them to the end of the Subject
>> field, provided you were able to get the newline character into the
>> string.
>>
>> This doesn't seem to b

Re: Appending headers to outgoing email messages

[Grooms, Frederick W]

Do you have your outgoing email configuration set to delete messages?

I have an escalation that deletes my messages.  I keep them for a period
of time for troubleshooting purposes.  The escalation runs nightly and
delets any that are more than 2 days old.

I believe when I add a custom header to Organization I do so with a
leading return 
 (so Organization is empty)   
  i.e.   
  Organization:   
customheader1: abcde   
customheader2: fghij   

Fred


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of L G Robinson
Sent: Friday, January 18, 2008 3:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: Appending headers to outgoing email messages

Hi Carey and Fred,

Thanks for the replies and suggestions. After experimenting for a day, I
have found the following:

- It is not possible to pass a multi-line character value to any
   of the email header fields using the Notify action.

- It is possible to send multi-line character values to headers
   fields by pushing directly to the "AR System Email Messages"
   form. This almost works.

When I push values directly to the form, a couple of other problems have
popped up:

- The email messages created by a Push action do not get deleted after
   they are sent, but they do get deleted automatically when the message
   is created by using a Notify action. I suspect that I am missing some
   critical value when pushing, but I have not been able to identify the
   missing field yet.

- My goal is to add two custom headers to the outgoing email message:
   X-Sender: Prog=arserver - Group=TEST - Type=Ownership
   X-Mailer: Prog=arserver - Group=TEST - Type=Ownership

   As suggested, the content is dynamic such that workgroup will change.
   When I append these headers to the "Organization:" header, they DO
   make it through to the Email Messages form and they DO make it into
   the actual email that gets delivered. That is good! However, on my
   console, if I start the ARServer manually, I see the following error
   message each time a record is pushed to the Email Messages form:

   sh: X-Mailer:: not found

   So obviously, something isn't quite right.

Anyway... sorry this is so long. I'll keep poking at it to see if I can
stumble upon a winning combination.

Thanks for your suggestions.
Larry

On Jan 17, 2008, at 1:57 PM, Grooms, Frederick W wrote:

> I never got it to work in the Subject field, but it does (did) work 
> using the Organization field.  (Instead of using the Notify action I 
> may also have been doing a Push Fields action to the messages form)
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
> Sent: Thursday, January 17, 2008 12:25 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Appending headers to outgoing email messages
>
> Larry,
>
> You are not imaging that behavior. ( and I think the Email Engine did
> change[AKA: break] how this worked.)
>
> Ref admin_vol1.pdf pg 9-38
> "
> You can include extra header lines in your email message by inserting 
> hard returns followed by approximately formatted mail headers in the 
> Subject Line field. The resulting notification will contain a Subject 
> Line and your header lines. The total of all data must be 255 
> characters or less.
> "
>
> However in the new(est?) Email Engine you do something like this, but 
> totally differently... (and I am not sure this works before v7.1
> either)
>
> Ref: Email-Engine-710.pdf pg:198
> "com.bmc.arsys.emaildaemon.AdditionalMailHeaders=X-Loop-Detect"
>
> But if your content needs to be dynamic... then this option would 
> likely not meet your needs either.
>
>
> I doubt that helps.. but... Maybe someone else can show us how this 
> can be done in v5.1.2?
>
> --
> Carey Matthew Black
> Remedy Skilled Professional (RSP)
> ARS = Action Request System(Remedy)
>
> Love, then teach
> Solution = People + Process + Tools
> Fast, Accurate, Cheap Pick two.
>
>
>
> On Jan 17, 2008 10:20 AM, L G Robinson <[EMAIL PROTECTED]> wrote:
>> Hi Folks,
>>
>> I can not remember if this used to work, or if it is just something I

>> imagined...
>>
>> When sending email notifications using the Notify action in a filter,

>> I thought that it was possible to add additional email headers to the

>> outgoing email message by appending them to the end of the Subject 
>> field, provided you were able to get the newline character into the 
>> string.
>>
>> This doesn't seem to be working for me anymore and I'm not sure when 
>> it stopped working. Did this used to work as I have described?
>>
>> I am currently running ARS 5.01.02 P1313 on Solaris 8. Maybe this 
>> stopped working with the advent of the email engine?
>>
>> Is there any way to make this work as described in a 5.01.02 system?
>>
>> Thanks.
>> Larry
>>
>>
>> Larry Robinson   [EMAIL PROTECTED]
>> Office O

Remedy Admin: ARERR 7017: Failed to initialize JRE and internal java module

[Rabi Tripathi]

Hi guys,
I'm getting this error, ARERR 7017, when saving a new Web Service. It does
save. On modifying it later, I get the same error. 

I cann't see the WSDL for the web service in WSDL tab. However, for old Web
Services others created from other PCs I can see the WSDL in WSDL tab. So,
WSDL is/was never created for my new Web Service. I do have the right
mid-tier name and context path in WSDL tab.

Remedy Admin 7.1 patch 1
Windows XP

Ok, it's a case of Remedy Admin not finding JRE, but where is this guy
looking, and thru what means??

I have this jre at this location:
C:\Program Files\Java\j2re1.4.2_13

There was no Java related environmental variable in windows, so I added
JAVA_HOME=C:\Program Files\Java\j2re1.4.2_13

Still the same issue, even after I restart Remedy Admin or my PC.

I added "C:\Program Files\Java\j2re1.4.2_13\bin" to the end of PATH
variable

...it's still not happy. This one was tricky, because I have no admin rights
on my PC. I added a user environment variable
PATH=%PATH%;C:\Program Files\Java\j2re1.4.2_13\bin

Seems to produce the right PATH with "C:\Program
Files\Java\j2re1.4.2_13\bin" at the end, when I check in windows command
line.

Others with the same JRE and looks like no extra environmental variable (not
even JAVA_HOME) are able to play with Web Services fine in their PCs.

I thought of setting
CLASSPATH
...but I am dangerously low on caffeine, so I need to take a break.

What does the guy do after replenishing caffeine level?

ps: 
-can't search arslist.org. web filter here doesn't like the ".exe" in the
search URL. can't download any JRE from sun for the same reason.
-can't access any free mail, gmail, hotmail so can't read/post on arslist

they're good at what they do. they try hard to keep you on the line

if you're wondering what's this "nabble" thing that's appended to this post,
it's my hack...to be able to write this message. i got to it by accident and
it works for me.
-- 
View this message in context: 
http://www.nabble.com/Remedy-Admin%3A-ARERR-7017%3A-Failed-to-initialize-JRE-and-internal-java-module-tp14959361p14959361.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: New mid-tier login problems

[Srikanth]

Hi Chris,

There are two things that I can think of

1. If your mid-tier is on a remote server, then make sure that the
port are open on the AR Servers where the mid-tier is trying to
connect on.

2. Your Mid-tier admin password set on the admin tool is same as the
password set in the midtier config tool.

Hope this helps!

Thanks,
Srikanth

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Re: Appending headers to outgoing email messages

[L G Robinson]

Hi Carey and Fred,

Thanks for the replies and suggestions. After experimenting for a
day, I have found the following:

- It is not possible to pass a multi-line character value to any
  of the email header fields using the Notify action.

- It is possible to send multi-line character values to headers
  fields by pushing directly to the "AR System Email Messages"
  form. This almost works.

When I push values directly to the form, a couple of other problems
have popped up:

- The email messages created by a Push action do not get deleted after
  they are sent, but they do get deleted automatically when the message
  is created by using a Notify action. I suspect that I am missing some
  critical value when pushing, but I have not been able to identify the
  missing field yet.

- My goal is to add two custom headers to the outgoing email message:
  X-Sender: Prog=arserver - Group=TEST - Type=Ownership
  X-Mailer: Prog=arserver - Group=TEST - Type=Ownership

  As suggested, the content is dynamic such that workgroup will change.
  When I append these headers to the "Organization:" header, they DO
  make it through to the Email Messages form and they DO make it into
  the actual email that gets delivered. That is good! However, on my
  console, if I start the ARServer manually, I see the following error
  message each time a record is pushed to the Email Messages form:

  sh: X-Mailer:: not found

  So obviously, something isn't quite right.

Anyway... sorry this is so long. I'll keep poking at it to see if I can
stumble upon a winning combination.

Thanks for your suggestions.
Larry

On Jan 17, 2008, at 1:57 PM, Grooms, Frederick W wrote:


I never got it to work in the Subject field, but it does (did) work
using the Organization field.  (Instead of using the Notify action I  
may

also have been doing a Push Fields action to the messages form)

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Thursday, January 17, 2008 12:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Appending headers to outgoing email messages

Larry,

You are not imaging that behavior. ( and I think the Email Engine did
change[AKA: break] how this worked.)

Ref admin_vol1.pdf pg 9-38
"
You can include extra header lines in your email message by inserting
hard returns followed by approximately formatted mail headers in the
Subject Line field. The resulting notification will contain a Subject
Line and your header lines. The total of all data must be 255  
characters

or less.
"

However in the new(est?) Email Engine you do something like this, but
totally differently... (and I am not sure this works before v7.1
either)

Ref: Email-Engine-710.pdf pg:198
"com.bmc.arsys.emaildaemon.AdditionalMailHeaders=X-Loop-Detect"

But if your content needs to be dynamic... then this option would  
likely

not meet your needs either.


I doubt that helps.. but... Maybe someone else can show us how this  
can

be done in v5.1.2?

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

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



On Jan 17, 2008 10:20 AM, L G Robinson <[EMAIL PROTECTED]> wrote:

Hi Folks,

I can not remember if this used to work, or if it is just something I
imagined...

When sending email notifications using the Notify action in a filter,
I thought that it was possible to add additional email headers to the
outgoing email message by appending them to the end of the Subject
field, provided you were able to get the newline character into the
string.

This doesn't seem to be working for me anymore and I'm not sure when
it stopped working. Did this used to work as I have described?

I am currently running ARS 5.01.02 P1313 on Solaris 8. Maybe this
stopped working with the advent of the email engine?

Is there any way to make this work as described in a 5.01.02 system?

Thanks.
Larry


Larry Robinson   [EMAIL PROTECTED]
Office Of Information Technology
NC State University  919-515-5432 Voice
Raleigh, NC  27695-7109  919-513-1893 FAX



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Re: Unsupported Utilities

[Roger Medsker]

Elry,

Both of these utilities are in the BMCDN. I logged into the Developer
Network, went to Resource Center->Downloads and put in "artext" in the
search category. The first item was artext. I found arlabel the same way.
You have to log in though or you won't find them.

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 Elry
Sent: Friday, January 18, 2008 1:26 PM
To: arslist@ARSLIST.ORG
Subject: Unsupported Utilities

Hi Folks...

The BMC Remedy website seems to change almost on a daily basis.

Can anyone tell me where they have moved the unsupported utilities
to...

I have tried to Downloads section of the Developer Network, but I am
not having much luck there.

In particular - I am looking for ARTEXT & ARLABEL for application
localization.

Thanks.


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Re: mid-tier logs- ARERR 623- fixed

[Moore, Chris]

Hey, after resetting the password in the user client it worked.  thanks
everyone!
Chris

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris
Sent: Friday, January 18, 2008 3:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: mid-tier logs- ARERR 623

I did- that doesn't seem to be the problem.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mike Wallick
Sent: Friday, January 18, 2008 3:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: mid-tier logs- ARERR 623

Did you set the application password for the ar server in the mid-tier
config?

On 1/18/08, Moore, Chris <[EMAIL PROTECTED]> wrote:
> **
>
>
>
> Hey everyone- this is the log from our mid-tier where no user ID can
log in.
>  It looks like there is a problem getting the preferences from the
> preference server.  I tied setting the preference server to null, but
that
> didn't work either.  Anyone have any ideas?
>
>
>
> Thanks,
>
> Chris
>
>
>
> Jan 18, 2008 3:02:20 PM - WARNING (com.remedy.log.SESSION) : Error
loading
> preference from server dev001.groupz.net for the user [EMAIL PROTECTED]
>
>
>
> ARERR [623] Authentication failed
>
> at
> com.remedy.arsys.stubs.ServerLogin.(Unknown Source)
>
> at com.remedy.arsys.stubs.ServerLogin.get(Unknown
> Source)
>
> at
> com.remedy.arsys.stubs.ServerLogin.getAdmin(Unknown Source)
>
> at
> com.remedy.arsys.stubs.ServerLogin.getAdmin(Unknown Source)
>
> at
>
com.remedy.arsys.goat.preferences.ARUserPreferences.loadFromServer(Unkno
wn
> Source)
>
> at
>
com.remedy.arsys.goat.preferences.ARUserPreferences.addConfiguredPrefere
nces(Unknown
> Source)
>
> at
> com.remedy.arsys.goat.preferences.ARUserPreferences.(Unknown
> Source)
>
> at
>
com.remedy.arsys.goat.preferences.ARUserPreferences.getUserPreferences(U
nknown
> Source)
>
> at
> com.remedy.arsys.stubs.SessionData.(Unknown Source)
>
> at
> com.remedy.arsys.stubs.SessionData.(Unknown Source)
>
> at
> com.remedy.arsys.session.Login.initSessions(Unknown Source)
>
> at
> com.remedy.arsys.session.Login.establishSession(Unknown
> Source)
>
> at
> com.remedy.arsys.session.Login.establishSession(Unknown
> Source)
>
> at
> com.remedy.arsys.stubs.GoatServlet.postInternal(Unknown
> Source)
>
> at
> com.remedy.arsys.stubs.GoatHttpServlet.doGet(Unknown
> Source)
>
> at
> javax.servlet.http.HttpServlet.service(HttpServlet.java:689)
>
> at
> javax.servlet.http.HttpServlet.service(HttpServlet.java:802)
>
> at
>
org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(Applica
tionFilterChain.java:252)
>
> at
>
org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilt
erChain.java:173)
>
> at
>
org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValv
e.java:213)
>
> at
>
org.apache.catalina.core.StandardContextValve.invoke(StandardContextValv
e.java:178)
>
> at
>
org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java
:126)
>
> at
>
org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java
:105)
>
> at
>
org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.
java:107)
>
> at
>
org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:1
48)
>
> at
> org.apache.jk.server.JkCoyoteHandler.invoke(JkCoyoteHandler.java:199)
>
> at
> org.apache.jk.common.HandlerRequest.invoke(HandlerRequest.java:282)
>
> at
> org.apache.jk.common.ChannelSocket.invoke(ChannelSocket.java:754)
>
> at
>
org.apache.jk.common.ChannelSocket.processConnection(ChannelSocket.java:
684)
>
> at
>
org.apache.jk.common.ChannelSocket$SocketConnection.runIt(ChannelSocket.
java:876)
>
> at
>
org.apache.tomcat.util.threads.ThreadPool$ControlRunnable.run(ThreadPool
.java:684)
>
> at java.lang.Thread.run(Unknown Source)
>
> Caused by: ERROR (623): Authentication failed;
>
> at
> com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown
> Source)
>
> at
> com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown
> Source)
>
> at com.bmc.arsys.api.ProxyJRpcBase.a(Unknown
> Source)
>
> at com.bmc.arsys.api.ProxyJRpcBase.arCall(Unknown
> Source)
>
> at com.bmc.arsys.api.ProxyJRpc.ARVerifyUser(Unknown
> Source)
>
> at
> com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source)
>
> ... 32 more
>
>
>
> Jan 18, 2008 3:02:20 PM - WARNING (com.remedy.log.SERVLET) : Caught
> GoatException ARERR [623] Authentication failed
>
> at
> com.remedy.arsys.stubs.ServerLogin.(Unknown Source)
>
> at com.remedy.arsys.stubs.ServerLogin.get(Unknown
> Source)
>
> at
> com.remedy.arsys.stubs.ServerLogin.getAdmin(Unknown Source)
>
> at
> com.remedy.arsys.stubs.ServerLogin.getAdmin(Unknown

Re: mid-tier logs- ARERR 623

[Moore, Chris]

I did- that doesn't seem to be the problem.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mike Wallick
Sent: Friday, January 18, 2008 3:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: mid-tier logs- ARERR 623

Did you set the application password for the ar server in the mid-tier
config?

On 1/18/08, Moore, Chris <[EMAIL PROTECTED]> wrote:
> **
>
>
>
> Hey everyone- this is the log from our mid-tier where no user ID can
log in.
>  It looks like there is a problem getting the preferences from the
> preference server.  I tied setting the preference server to null, but
that
> didn't work either.  Anyone have any ideas?
>
>
>
> Thanks,
>
> Chris
>
>
>
> Jan 18, 2008 3:02:20 PM - WARNING (com.remedy.log.SESSION) : Error
loading
> preference from server dev001.groupz.net for the user [EMAIL PROTECTED]
>
>
>
> ARERR [623] Authentication failed
>
> at
> com.remedy.arsys.stubs.ServerLogin.(Unknown Source)
>
> at com.remedy.arsys.stubs.ServerLogin.get(Unknown
> Source)
>
> at
> com.remedy.arsys.stubs.ServerLogin.getAdmin(Unknown Source)
>
> at
> com.remedy.arsys.stubs.ServerLogin.getAdmin(Unknown Source)
>
> at
>
com.remedy.arsys.goat.preferences.ARUserPreferences.loadFromServer(Unkno
wn
> Source)
>
> at
>
com.remedy.arsys.goat.preferences.ARUserPreferences.addConfiguredPrefere
nces(Unknown
> Source)
>
> at
> com.remedy.arsys.goat.preferences.ARUserPreferences.(Unknown
> Source)
>
> at
>
com.remedy.arsys.goat.preferences.ARUserPreferences.getUserPreferences(U
nknown
> Source)
>
> at
> com.remedy.arsys.stubs.SessionData.(Unknown Source)
>
> at
> com.remedy.arsys.stubs.SessionData.(Unknown Source)
>
> at
> com.remedy.arsys.session.Login.initSessions(Unknown Source)
>
> at
> com.remedy.arsys.session.Login.establishSession(Unknown
> Source)
>
> at
> com.remedy.arsys.session.Login.establishSession(Unknown
> Source)
>
> at
> com.remedy.arsys.stubs.GoatServlet.postInternal(Unknown
> Source)
>
> at
> com.remedy.arsys.stubs.GoatHttpServlet.doGet(Unknown
> Source)
>
> at
> javax.servlet.http.HttpServlet.service(HttpServlet.java:689)
>
> at
> javax.servlet.http.HttpServlet.service(HttpServlet.java:802)
>
> at
>
org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(Applica
tionFilterChain.java:252)
>
> at
>
org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilt
erChain.java:173)
>
> at
>
org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValv
e.java:213)
>
> at
>
org.apache.catalina.core.StandardContextValve.invoke(StandardContextValv
e.java:178)
>
> at
>
org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java
:126)
>
> at
>
org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java
:105)
>
> at
>
org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.
java:107)
>
> at
>
org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:1
48)
>
> at
> org.apache.jk.server.JkCoyoteHandler.invoke(JkCoyoteHandler.java:199)
>
> at
> org.apache.jk.common.HandlerRequest.invoke(HandlerRequest.java:282)
>
> at
> org.apache.jk.common.ChannelSocket.invoke(ChannelSocket.java:754)
>
> at
>
org.apache.jk.common.ChannelSocket.processConnection(ChannelSocket.java:
684)
>
> at
>
org.apache.jk.common.ChannelSocket$SocketConnection.runIt(ChannelSocket.
java:876)
>
> at
>
org.apache.tomcat.util.threads.ThreadPool$ControlRunnable.run(ThreadPool
.java:684)
>
> at java.lang.Thread.run(Unknown Source)
>
> Caused by: ERROR (623): Authentication failed;
>
> at
> com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown
> Source)
>
> at
> com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown
> Source)
>
> at com.bmc.arsys.api.ProxyJRpcBase.a(Unknown
> Source)
>
> at com.bmc.arsys.api.ProxyJRpcBase.arCall(Unknown
> Source)
>
> at com.bmc.arsys.api.ProxyJRpc.ARVerifyUser(Unknown
> Source)
>
> at
> com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source)
>
> ... 32 more
>
>
>
> Jan 18, 2008 3:02:20 PM - WARNING (com.remedy.log.SERVLET) : Caught
> GoatException ARERR [623] Authentication failed
>
> at
> com.remedy.arsys.stubs.ServerLogin.(Unknown Source)
>
> at com.remedy.arsys.stubs.ServerLogin.get(Unknown
> Source)
>
> at
> com.remedy.arsys.stubs.ServerLogin.getAdmin(Unknown Source)
>
> at
> com.remedy.arsys.stubs.ServerLogin.getAdmin(Unknown Source)
>
> at com.remedy.arsys.share.ServerInfo.get(Unknown
> Source)
>
> at
> com.remedy.arsys.stubs.HomeServlet.getHomeForm(Unknown
> Source)
>
> at
> com.remedy.arsys.stubs.HomeServlet.doRequest(Unknown
> Source)
>
> at
> com.remedy.arsys.stubs.GoatServlet.postInternal(Unknown
> Source

Re: mid-tier logs- ARERR 623

[Mike Wallick]

Did you set the application password for the ar server in the mid-tier config?

On 1/18/08, Moore, Chris <[EMAIL PROTECTED]> wrote:
> **
>
>
>
> Hey everyone- this is the log from our mid-tier where no user ID can log in.
>  It looks like there is a problem getting the preferences from the
> preference server.  I tied setting the preference server to null, but that
> didn't work either.  Anyone have any ideas?
>
>
>
> Thanks,
>
> Chris
>
>
>
> Jan 18, 2008 3:02:20 PM - WARNING (com.remedy.log.SESSION) : Error loading
> preference from server dev001.groupz.net for the user [EMAIL PROTECTED]
>
>
>
> ARERR [623] Authentication failed
>
> at
> com.remedy.arsys.stubs.ServerLogin.(Unknown Source)
>
> at com.remedy.arsys.stubs.ServerLogin.get(Unknown
> Source)
>
> at
> com.remedy.arsys.stubs.ServerLogin.getAdmin(Unknown Source)
>
> at
> com.remedy.arsys.stubs.ServerLogin.getAdmin(Unknown Source)
>
> at
> com.remedy.arsys.goat.preferences.ARUserPreferences.loadFromServer(Unknown
> Source)
>
> at
> com.remedy.arsys.goat.preferences.ARUserPreferences.addConfiguredPreferences(Unknown
> Source)
>
> at
> com.remedy.arsys.goat.preferences.ARUserPreferences.(Unknown
> Source)
>
> at
> com.remedy.arsys.goat.preferences.ARUserPreferences.getUserPreferences(Unknown
> Source)
>
> at
> com.remedy.arsys.stubs.SessionData.(Unknown Source)
>
> at
> com.remedy.arsys.stubs.SessionData.(Unknown Source)
>
> at
> com.remedy.arsys.session.Login.initSessions(Unknown Source)
>
> at
> com.remedy.arsys.session.Login.establishSession(Unknown
> Source)
>
> at
> com.remedy.arsys.session.Login.establishSession(Unknown
> Source)
>
> at
> com.remedy.arsys.stubs.GoatServlet.postInternal(Unknown
> Source)
>
> at
> com.remedy.arsys.stubs.GoatHttpServlet.doGet(Unknown
> Source)
>
> at
> javax.servlet.http.HttpServlet.service(HttpServlet.java:689)
>
> at
> javax.servlet.http.HttpServlet.service(HttpServlet.java:802)
>
> at
> org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:252)
>
> at
> org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:173)
>
> at
> org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:213)
>
> at
> org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:178)
>
> at
> org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:126)
>
> at
> org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:105)
>
> at
> org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:107)
>
> at
> org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:148)
>
> at
> org.apache.jk.server.JkCoyoteHandler.invoke(JkCoyoteHandler.java:199)
>
> at
> org.apache.jk.common.HandlerRequest.invoke(HandlerRequest.java:282)
>
> at
> org.apache.jk.common.ChannelSocket.invoke(ChannelSocket.java:754)
>
> at
> org.apache.jk.common.ChannelSocket.processConnection(ChannelSocket.java:684)
>
> at
> org.apache.jk.common.ChannelSocket$SocketConnection.runIt(ChannelSocket.java:876)
>
> at
> org.apache.tomcat.util.threads.ThreadPool$ControlRunnable.run(ThreadPool.java:684)
>
> at java.lang.Thread.run(Unknown Source)
>
> Caused by: ERROR (623): Authentication failed;
>
> at
> com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown
> Source)
>
> at
> com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown
> Source)
>
> at com.bmc.arsys.api.ProxyJRpcBase.a(Unknown
> Source)
>
> at com.bmc.arsys.api.ProxyJRpcBase.arCall(Unknown
> Source)
>
> at com.bmc.arsys.api.ProxyJRpc.ARVerifyUser(Unknown
> Source)
>
> at
> com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source)
>
> ... 32 more
>
>
>
> Jan 18, 2008 3:02:20 PM - WARNING (com.remedy.log.SERVLET) : Caught
> GoatException ARERR [623] Authentication failed
>
> at
> com.remedy.arsys.stubs.ServerLogin.(Unknown Source)
>
> at com.remedy.arsys.stubs.ServerLogin.get(Unknown
> Source)
>
> at
> com.remedy.arsys.stubs.ServerLogin.getAdmin(Unknown Source)
>
> at
> com.remedy.arsys.stubs.ServerLogin.getAdmin(Unknown Source)
>
> at com.remedy.arsys.share.ServerInfo.get(Unknown
> Source)
>
> at
> com.remedy.arsys.stubs.HomeServlet.getHomeForm(Unknown
> Source)
>
> at
> com.remedy.arsys.stubs.HomeServlet.doRequest(Unknown
> Source)
>
> at
> com.remedy.arsys.stubs.GoatServlet.postInternal(Unknown
> Source)
>
> at
> com.remedy.arsys.stubs.GoatHttpServlet.doGet(Unknown
> Source)
>
> at
> javax.servlet.http.HttpServlet.service(HttpServlet.java:689)
>
> at
> javax.servlet.http.HttpServlet.service(HttpServlet.java:802)
>
> at
> org.apache.catalina.core.ApplicationFi

mid-tier logs- ARERR 623

[Moore, Chris]

Hey everyone- this is the log from our mid-tier where no user ID can log
in.  It looks like there is a problem getting the preferences from the
preference server.  I tied setting the preference server to null, but
that didn't work either.  Anyone have any ideas?

 

Thanks,

Chris

 

Jan 18, 2008 3:02:20 PM - WARNING (com.remedy.log.SESSION) : Error
loading preference from server dev001.groupz.net for the user
[EMAIL PROTECTED]

 

ARERR [623] Authentication failed

at com.remedy.arsys.stubs.ServerLogin.(Unknown Source)

at com.remedy.arsys.stubs.ServerLogin.get(Unknown Source)

at com.remedy.arsys.stubs.ServerLogin.getAdmin(Unknown Source)

at com.remedy.arsys.stubs.ServerLogin.getAdmin(Unknown Source)

at
com.remedy.arsys.goat.preferences.ARUserPreferences.loadFromServer(Unkno
wn Source)

at
com.remedy.arsys.goat.preferences.ARUserPreferences.addConfiguredPrefere
nces(Unknown Source)

at
com.remedy.arsys.goat.preferences.ARUserPreferences.(Unknown
Source)

at
com.remedy.arsys.goat.preferences.ARUserPreferences.getUserPreferences(U
nknown Source)

at com.remedy.arsys.stubs.SessionData.(Unknown Source)

at com.remedy.arsys.stubs.SessionData.(Unknown Source)

at com.remedy.arsys.session.Login.initSessions(Unknown Source)

at com.remedy.arsys.session.Login.establishSession(Unknown
Source)

at com.remedy.arsys.session.Login.establishSession(Unknown
Source)

at com.remedy.arsys.stubs.GoatServlet.postInternal(Unknown
Source)

at com.remedy.arsys.stubs.GoatHttpServlet.doGet(Unknown Source)

at javax.servlet.http.HttpServlet.service(HttpServlet.java:689)

at javax.servlet.http.HttpServlet.service(HttpServlet.java:802)

at
org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(Applica
tionFilterChain.java:252)

at
org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilt
erChain.java:173)

at
org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValv
e.java:213)

at
org.apache.catalina.core.StandardContextValve.invoke(StandardContextValv
e.java:178)

at
org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java
:126)

at
org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java
:105)

at
org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.
java:107)

at
org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:1
48)

at
org.apache.jk.server.JkCoyoteHandler.invoke(JkCoyoteHandler.java:199)

at
org.apache.jk.common.HandlerRequest.invoke(HandlerRequest.java:282)

at
org.apache.jk.common.ChannelSocket.invoke(ChannelSocket.java:754)

at
org.apache.jk.common.ChannelSocket.processConnection(ChannelSocket.java:
684)

at
org.apache.jk.common.ChannelSocket$SocketConnection.runIt(ChannelSocket.
java:876)

at
org.apache.tomcat.util.threads.ThreadPool$ControlRunnable.run(ThreadPool
.java:684)

at java.lang.Thread.run(Unknown Source)

Caused by: ERROR (623): Authentication failed;

at com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown Source)

at com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown Source)

at com.bmc.arsys.api.ProxyJRpcBase.a(Unknown Source)

at com.bmc.arsys.api.ProxyJRpcBase.arCall(Unknown Source)

at com.bmc.arsys.api.ProxyJRpc.ARVerifyUser(Unknown Source)

at com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source)

... 32 more

 

Jan 18, 2008 3:02:20 PM - WARNING (com.remedy.log.SERVLET) : Caught
GoatException ARERR [623] Authentication failed

at com.remedy.arsys.stubs.ServerLogin.(Unknown Source)

at com.remedy.arsys.stubs.ServerLogin.get(Unknown Source)

at com.remedy.arsys.stubs.ServerLogin.getAdmin(Unknown Source)

at com.remedy.arsys.stubs.ServerLogin.getAdmin(Unknown Source)

at com.remedy.arsys.share.ServerInfo.get(Unknown Source)

at com.remedy.arsys.stubs.HomeServlet.getHomeForm(Unknown
Source)

at com.remedy.arsys.stubs.HomeServlet.doRequest(Unknown Source)

at com.remedy.arsys.stubs.GoatServlet.postInternal(Unknown
Source)

at com.remedy.arsys.stubs.GoatHttpServlet.doGet(Unknown Source)

at javax.servlet.http.HttpServlet.service(HttpServlet.java:689)

at javax.servlet.http.HttpServlet.service(HttpServlet.java:802)

at
org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(Applica
tionFilterChain.java:252)

at
org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilt
erChain.java:173)

at
org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValv
e.java:213)

at
org.apache.catalina.core.StandardContextValve.invoke(StandardContextValv
e.java:178)

at
org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java

URGENT: Job: Contractor Needed in Switzerland.

[Ilidio da Silva]

I all,

We are a service company working mainly on big Remedy Projects in Europe.

We need urgently a contractor for one of our clients in Switzerland.

As a quick reminder, here are the skills needed:
Skills:
* AR Server 6 and or 7 custom development experience
* At least 2 years of dev experience
* Experience with integrations and automated data imports
* Basic UNIX proficiency
* Basic SQL proficiency
* Good English (written / spoken) skills
* Nice to have:  API integrations experience (JAVA)

Please if you are interested, send me your CVs at [EMAIL PROTECTED]

The commitment is to be immediatly if the Cv is the right one.
The first duration will be about 3 month and can be extended in a second
phase for about 1 year total.

My kindest regards.


Ilidio Moreira da Silva
Manager
[EMAIL PROTECTED]
http://www.silogis.com
---
SILOGIS
54-56 avenue Hoche
75008 PARIS - FRANCE

Office: + 33 1 56 60 50 25
Fax: + 33 1 56 60 55 44
Fax (nord): +33 3 21 20 66 69
Cell: +33 6 24 67 44 65
--

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Unsupported Utilities

[Elry]

Hi Folks...

The BMC Remedy website seems to change almost on a daily basis.

Can anyone tell me where they have moved the unsupported utilities
to...

I have tried to Downloads section of the Developer Network, but I am
not having much luck there.

In particular - I am looking for ARTEXT & ARLABEL for application
localization.

Thanks.

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Re: HTML and View Fields

[Thilo Stapff]

As far as I know there's no function to pass data back.

Here's how you might (partially) work around this. Assume you want to 
pass back a number, e.g. "530922".


- Create several Active Link Guides, e.g.
   Guide:SetField_0
   Guide:SetField_1
   Guide:SetField_2
   

- Each one of these guides should contain a single Active Link which 
appends a single digit to the content of a charcter field:

   Guide:SetField_0 appends "0"
   Guide:SetField_1 appends "1"
   

- In the HTML page, implement a Javascript Function that splits "530922" 
into "5", "3", "0", "9", "2", "2" and loops over that list, calling the 
corresponding guides via arInvokeGuide().


Of course this is only viable if the string to pass back is rather short 
and the set of possible characters is small.


This becomes much easier in ARS 7.0, where it's possible to send an 
event from the view field to the user tool with a single function call.



Thilo Stapff



Axton wrote:
** There is one way you could probably accomplish this.  You can call an 
active link guide from a view field, this is how the flashboards works 
for drill downs, etc.  For a reference of js the functions available 
from within view fields, see ar_wut.js located in the aruser/lib 
directory.  There may be a function that will allow you to pass data 
back, but I'm not 100% sure of that.


arInvokeGuide(server, guide)
F(id)
SetLabel(id, newVal)

Axton Grams

On Jan 18, 2008 8:49 AM, Carey Matthew Black <[EMAIL PROTECTED] 
> wrote:


Frank,

Upgrade to v7.1 and use a Data Visualization Field. ( It is designed
to do what you are after... and then some.)

However.. in v6.3... the only thing I can think of (that would work on
the User Tool and the Mid-Tier) would be to have the process be more
like this...

a) Build HTML table.
b) User clicks on table and the HTML makes calls to a back end DB to
submit a record.
 (-- think ajax/javascript post...etc..)
c) User then clicks on an "ARS button" (not in the html field) and
Active links look at an ARS view form that is pointed at the results
submitted by the HTML link click. Then does the right thing.

If you could deal with a solution only for the Mid-Tier then in v6.3
you might be fancy enough to work out a Javascript solution to avoid
step c for the user. But I do not know how to do it with the User
Tool.

HTH.

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

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

On Jan 18, 2008 7:59 AM, Frank Caruso <[EMAIL PROTECTED]
> wrote:
 > ** ARS 6.3 p20
 > Solaris/Sybase
 >
 > I know that I can walk a table field and, using a View Field,
construct an
 > HTML Table with the results.
 >
 > However, what I would like to allow the user to do is select and
entry in
 > the HTML table (or click a INPUT button in the table) and have a
value(s)
 > returned to Remedy so that work flow can then continue. This will
all be
 > done from a dialog box and will need to work in both the User
tool and the
 > MidTier.
 >
 > Reason: I have two sets of data being returned from two vendor
LDAP forms.
 > There is no other way to combine the data into a one table field.
I do not
 > want to show the user two table fields.
 >
 > Thank you
 >
 >  Frank


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Re: New mid-tier login problems

[J.T. Shyman]

This is usually an error with the web service admin account in the mid-tier
configuration. I've had to go into that page and type it in again because
the install didn't do it correctly.

 

J.T. Shyman 
Column Technologies 

  

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris
Sent: Friday, January 18, 2008 1:58 PM
To: arslist@ARSLIST.ORG
Subject: New mid-tier login problems

 

Hey everyone-

 

Hopefully this will be an easy one for someone.

 

I've got a brand new out of the box installation of 7.1 running and am
trying to log in to it via the mid tier, but every user, including Demo, is
getting the ARERR [623] 
Authentication failed error, which makes me think for some reason the
Mid-Tier is not pointing at the right server.  Logging into the
configuration screen though everything looks ok.  

Anyone have any ideas for what I could be missing?

 

Thanks,

Chris

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New mid-tier login problems

[Moore, Chris]

Hey everyone-

 

Hopefully this will be an easy one for someone...

 

I've got a brand new out of the box installation of 7.1 running and am
trying to log in to it via the mid tier, but every user, including Demo,
is getting the ARERR [623] 
Authentication failed error, which makes me think for some reason the
Mid-Tier is not pointing at the right server.  Logging into the
configuration screen though everything looks ok.  

Anyone have any ideas for what I could be missing?

 

Thanks,

Chris


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Re: Incident form, Work Info History counters

[strauss]

Yes, that was one of the problems with the inbound counts on our system.
Anyway, I created a custom filter that fires when a new record is
submitted to HPD:WorkLog from the Kinetic interface, and pulls the
current count for Inbound from the matching Incident form, increments it
+ 1, and pushes it back.  This actually triggers the OOTB filters that
maintain the Inbound/Outbound count on the Incident form, and has
actually corrected some of the values that were wrong.

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

> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Orndorff, Greg
> Sent: Friday, January 18, 2008 12:06 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Incident form, Work Info History counters
> 
> I've checked many Incidents on our system (ITSM 7.0.01.002) 
> and see they match up as they're supposed to. The only thing 
> was that it didn't always catch the Customer Communication 
> entry that states the Incident was created from the Requester Console.
> 
> - Greg
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of strauss
> Sent: Tuesday, January 15, 2008 3:46 PM
> To: arslist@ARSLIST.ORG
> Subject: Incident form, Work Info History counters
> 
> Is it just my test system (ITSM 7.0.02.006), or has anyone 
> else noted that there is a general inconsistency between the 
> number of actual Work Info entries of each Communication Type 
> (Inbound and Outbound) and the totals that displayed in the 
> two Work Info History counters on the Incident form??
> 
> I was trying to figure out how to update these counters on 
> the Incident (HPD:Help Desk) form - when I create new Work 
> Info entries directly into the HPD:WorkLog form for a given 
> incident using Kinetic Request, but after looking at existing 
> tickets updated directly in the Incident form (or from the 
> Requester Console interface), the counter numbers don't add 
> up anyway.  I was concerned that the statistics would not 
> match the numbers and types of Work Info entries once 
> customers start adding Inbound entries from my Kinetic 
> interface, but it looks like the Incident module has already 
> ensured that they won't add up with its OOTB work flow.
> 
> Are these counters working correctly on anyone's test or 
> deployed Incident Management 7.x system???
> 
> Christopher Strauss, Ph.D.
> Call Tracking Administration Manager
> University of North Texas Computing & IT Center http://itsm.unt.edu/
> 
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Re: Incident form, Work Info History counters

[Orndorff, Greg]

I've checked many Incidents on our system (ITSM 7.0.01.002) and see they
match up as they're supposed to. The only thing was that it didn't
always catch the Customer Communication entry that states the Incident
was created from the Requester Console.

- Greg

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Tuesday, January 15, 2008 3:46 PM
To: arslist@ARSLIST.ORG
Subject: Incident form, Work Info History counters

Is it just my test system (ITSM 7.0.02.006), or has anyone else noted
that there is a general inconsistency between the number of actual Work
Info entries of each Communication Type (Inbound and Outbound) and the
totals that displayed in the two Work Info History counters on the
Incident form??

I was trying to figure out how to update these counters on the Incident
(HPD:Help Desk) form - when I create new Work Info entries directly into
the HPD:WorkLog form for a given incident using Kinetic Request, but
after looking at existing tickets updated directly in the Incident form
(or from the Requester Console interface), the counter numbers don't add
up anyway.  I was concerned that the statistics would not match the
numbers and types of Work Info entries once customers start adding
Inbound entries from my Kinetic interface, but it looks like the
Incident module has already ensured that they won't add up with its OOTB
work flow.

Are these counters working correctly on anyone's test or deployed
Incident Management 7.x system???

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


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Job: Lead Remedy Developer at University of California, San Francisco

[Lin, Jason]

Greeting, 

We are hiring a Remedy Programmer Lead here at University of California,
San Francisco. For more details, please visit
http://ucsfhr.ucsf.edu/careers/ and search for job req number "25579BR".

Please submit your resume/CV at http://ucsfhr.ucsf.edu/careers/. Do not
send your resume/CV to me.

Thanks, 

Jason




Req Number  25579BR 
Job Title   Lead Remedy Programmer  
Title   0738:  PROGRAMMER/ANALYST IV
LocationFolsom Street, San Francisco, California
Department Name OAAIS   
Work Days   Mon - Fri   
Shift Length8 Hours
Position Type   Full Time
Preferred QualificationsN/A 
License/Certification   N/A 

Job Summary The incumbent is the lead systems analyst/programmer for
Remedy ARS, an enterprise-class system used by the Medical Center, OAAIS
and departmental IT units to manage service requests. The incumbent
analyzes business requirements, translates them to technical
specifications and oversees change management, programming, testing,
implementation, troubleshooting and documentation for associated web
interfaces, mid-tier applications and databases. The incumbent is also
responsible for planning and coordinating upgrades of supporting
servers, operating systems, application development environments and
databases; and other duties as assigned.

Required Qualifications This position requires expert knowledge of all
Remedy application modules, including their operation and integration.
In addition, because Remedy works in conjunction with Oracle databases,
the position requires advanced database design experience, as well as
knowledge of database maintenance and tuning. Knowledge in these areas
is obtained through both experience and extensive training. Because
database technologies, the Remedy product itself, and UCSF business
requirements continue to evolve, training and professional growth are an
on-going job requirement. Future development of Remedy and its successor
- ITSM 7 - requires an understanding of the ITIL service management
framework. Note: This is a critical position; fingerprinting and
background check are required prior to hire.

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Mid-Tier Performance Configuration

[Tadeu Augusto Dutra Pinto]

Hi-4-All

 

Currently, my ARS Applications (5.1 and 7.0.01) are basicly accessed by AR User 
tool (5.1 and 7.0.01)... 

Now I'm trying to configure my Mid-Tier (6.3) to access my Forms. What happened 
is that in the Mid-Tier my access to the forms is very very slow... 

 

Is There how to configure better the Mid-Tier?? I wish that the access for 
Forms in Mid-Tier become quickly like I'm accessing by Remedy User tool...

 

Thanx-in-advance!

 

Tadeu Augusto Dutra Pinto

-
IT Web Services ATM 
Cinq Technologies
http://www.cinq.com.br 
[EMAIL PROTECTED]  
Fone: 41 3018-2833 - Cinq
Fone: 41 2107-5736 - HSBC Outsourcing
-
Confiabilidade, Inovação e Qualidade em T.I.
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Re: Date field Question

[Ben Chernys]

Ach so!  I was led astray by the "numeric" and didn't see the coincidences
between the date and integer (being too used to seeing the actual integers
perhaps).

Sure, what you say sounds good.  Is 960  January 11th or November 1st?
Highly recommend your version with the lpad()

My oops :)

Cheers
Ben 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Thomas Bean
Sent: January 18, 2008 6:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Date field Question

If I understand correctly, Jack isn't looking for the integer value for the
date field that is stored in the database -- he is looking to convert the
date into a numeric string in a character field, in MMDD format.  This
can be accomplished by using the DATENUM function.  For example:

fields:  myDate (date field), myDateChar (character field)

Set field:  myDateChar
Set field value:  (DATENUM( "mm",$myDate$) + DATENUM( "dd",$myDate$)) +
DATENUM( "",$myDate$)

A date value of 1/1/1960 will appear as "111960" in the character field.  If
you wish to left pad the month and day values with zeros, use the following
set fields value:

(LPAD(DATENUM( "mm",$myDate$),2, "0") + LPAD(DATENUM( "dd",$myDate$),2,
"0")) + DATENUM( "",$myDate$)

HTH,

Thomas

- Original Message -
From: "Ben Chernys" <[EMAIL PROTECTED]>
Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Friday, January 18, 2008 10:09 AM
Subject: Re: Date field Question


> Assign the value to a temporary integer in your w/f.  Why would month() 
> etc
> would help you get the integer value of a date field?
> Cheers
> Ben
>
>  _
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Jack Samson
> Sent: January 18, 2008 4:36 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Date field Question
>
>
> ** All,
>
> ARS 6.3
> SQL Server 2000
>
> I am trying to obtain the numeric value for a date field (1191960) which 
> is
> really 1/1/1960.  I have tried to use the MONTH(), DAY(), YEAR() functions
> in a filter which work fine until I select a value before epoch time. The
> value I get is 12311969.  Is their another way to do this with a Date 
> field.
> I know this works fine with a Date/Time field..
>
> Thanks,
>
> Jackson
>
>
>  _
>
> Climb to the top of the charts!  Play the word scramble challenge with 
> star
> power. Play now!
>

> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
>
>

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> 


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Re: Date field Question

[Thomas Bean]

If I understand correctly, Jack isn't looking for the integer value for the 
date field that is stored in the database -- he is looking to convert the 
date into a numeric string in a character field, in MMDD format.  This 
can be accomplished by using the DATENUM function.  For example:


fields:  myDate (date field), myDateChar (character field)

Set field:  myDateChar
Set field value:  (DATENUM( "mm",$myDate$) + DATENUM( "dd",$myDate$)) + 
DATENUM( "",$myDate$)


A date value of 1/1/1960 will appear as "111960" in the character field.  If 
you wish to left pad the month and day values with zeros, use the following 
set fields value:


(LPAD(DATENUM( "mm",$myDate$),2, "0") + LPAD(DATENUM( "dd",$myDate$),2, 
"0")) + DATENUM( "",$myDate$)


HTH,

Thomas

- Original Message - 
From: "Ben Chernys" <[EMAIL PROTECTED]>

Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Friday, January 18, 2008 10:09 AM
Subject: Re: Date field Question


Assign the value to a temporary integer in your w/f.  Why would month() 
etc

would help you get the integer value of a date field?
Cheers
Ben

 _

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jack Samson
Sent: January 18, 2008 4:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Date field Question


** All,

ARS 6.3
SQL Server 2000

I am trying to obtain the numeric value for a date field (1191960) which 
is

really 1/1/1960.  I have tried to use the MONTH(), DAY(), YEAR() functions
in a filter which work fine until I select a value before epoch time. The
value I get is 12311969.  Is their another way to do this with a Date 
field.

I know this works fine with a Date/Time field..

Thanks,

Jackson


 _

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star

power. Play now!

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html___

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Job: Remedy Developer/Consultant - 6.3 Mid Tier - 3 Month Contract - Wisconsin

[Kitchen, Joshua T]

Dear List, 
 
Here is another message from your local friendly neighborhood recruiter.
**Pay Rates - 80/HR W2 Hourly All Inclusive or 90/HR C2C All Inclusive**
 
Job:  Remedy Developer/Consultant
 
Remedy Platform:  6.3 ARS Mid-Tier
 
Industry:  Telecomm
 
Type:  Contract
 
Duration: 2-3 Months
 
Location:  Madison, WI
 
About the Project: My Clients Corporate Division is the FA and HR
support for Three Separate Telecom Divisions. They are located on the
West side of Madison. I believe this person is just going to jump onto
the team as someone is out and they need help with the day to day
development and responsibilities. 600 hours of development time
scheduled to start at the end of February.  Depending on rates and
availability, we would probably be looking at a 2 - 3 month project for
the contractor.   The goal of bringing a contractor on at this point is
primarily to compress the project schedule, although external expertise
and insight is also a plus.  
 
Responsibilities:   This would be almost all development, which would
include the unit test as well.  There may be some design in there but
not that much.  
 
Companies Remedy Background:  Mid tier; Their telecomm divisions
switched out of Remedy over 8 months ago, but their Corporate
headquarters still uses it for their helpdesk, which is smaller as they
only have FA and HR there.
 
Telecommuting:  Yes, however need them to be onsite - at least 50%.
Once requirements are understood, they could work remotely some of the
time but face to face interaction will be critical.  
 
About the Team:  There are around 10 people on the project team, but
from a development team it is much smaller.  We are looking to
supplement a single full time developer with a contractor, but there are
also some other developers who will be working on the project part time.


Respectfully,

Respectfully, 

 Joshua Kitchen
Information Technology Recruiter
Kforce Professional Staffing 
Two Prestige Place (Suite 350)
937.449.1749 Office  
937.461.6888 Fax 
937.416.3456 Cell
Great People = Great Results
   
Please don't keep me a secret... a referral is the best compliment I can
receive. 

 

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<>

Re: Field names

[Reiser, John J]

Rudolf,
 
Usually fields like z1D_Char02 are global fields. Look at the Field ID.
Ranges of 1,000,000 - 1,999,999 ( commas added for clarity) are regular
global fields. Window scoped global fields go from 3,000,000 to
3,999,999.
 
And of course all that can change if BMC so chooses.
 
zTmp... fields are display only, hence the Tmp designation. 
Other designations like two or three capitalized characters indicate the
associated form or application (INC - Incident, PRM - Problem Management
. . .)
 
HTH,
 

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



 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rudolf Schwarzkopf
Sent: Friday, January 18, 2008 10:41 AM
To: arslist@ARSLIST.ORG
Subject: Field names


** 

Hello,

I'm working with IM 7.0.02 Patch 4.
Frequently I'm facing fields named something like
"zCol_StdGoalSchedCost", "zTmpSchemaProperName" or even "z1D_Char02".

Somebody knows if there is a pattern BMC uses on naming these objects?
What does z1D, z2PH, z3D... means?

Thank you

Rudolf

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Re: Date field Question

[Ben Chernys]

Assign the value to a temporary integer in your w/f.  Why would month() etc
would help you get the integer value of a date field?
Cheers
Ben

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jack Samson
Sent: January 18, 2008 4:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Date field Question


** All,
 
ARS 6.3
SQL Server 2000
 
I am trying to obtain the numeric value for a date field (1191960) which is
really 1/1/1960.  I have tried to use the MONTH(), DAY(), YEAR() functions
in a filter which work fine until I select a value before epoch time. The
value I get is 12311969.  Is their another way to do this with a Date field.
I know this works fine with a Date/Time field..
 
Thanks,
 
Jackson


  _  

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power. Play now!

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Re: Field names

[Ben Chernys]

Indeed.  BUT zTmpSchemaProperName is certainly not temporary!
Ben 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: January 18, 2008 5:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: Field names

z1D is a temporary field.
z2PH is a page holder



On 1/18/08, Rudolf Schwarzkopf <[EMAIL PROTECTED]> wrote:
> **
>
> Hello,
>
> I'm working with IM 7.0.02 Patch 4.
> Frequently I'm facing fields named something like 
> "zCol_StdGoalSchedCost", "zTmpSchemaProperName" or even "z1D_Char02".
>
> Somebody knows if there is a pattern BMC uses on naming these objects? 
> What does z1D, z2PH, z3D... means?
>
> Thank you
>
> Rudolf__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers
Are"
> html___


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Re: Field names

[T. Dee]

z1D is a temporary field.
z2PH is a page holder



On 1/18/08, Rudolf Schwarzkopf <[EMAIL PROTECTED]> wrote:
> **
>
> Hello,
>
> I'm working with IM 7.0.02 Patch 4.
> Frequently I'm facing fields named something like "zCol_StdGoalSchedCost",
> "zTmpSchemaProperName" or even "z1D_Char02".
>
> Somebody knows if there is a pattern BMC uses on naming these objects? What
> does z1D, z2PH, z3D... means?
>
> Thank you
>
> Rudolf__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: esp_create

[Axton]

Driver program bundled with arserver can probably do this too.

If you are on windows, a .net utility is available at
http://arswiki.org/projects/dotnetutil

A java based command line utility is in the works at
http://arswiki.org/projects/arscmd.  It looks like the create entry feature
is in a branch in the tree, but has not been merged with the trunk, so it
should be available at some point.

Axton Grams

On Jan 18, 2008 3:05 AM, Misi Mladoniczky <[EMAIL PROTECTED]> wrote:

> Hi,
>
> Very few lines of code is needed to create a record:
> 1. ARInitialization()
> 2. ARSetServerPort() optional
> 3. ARCreateEntry()
> 4. ARTermination()
>
> I do not know how you configure and call esp_create, but would guess that
> the runmacro command (comes with ARAdmin) would be able to do pretty much
> the same thing.
>
>Best Regards - Misi, RRR AB, http://rrr.se
>
> > Tim Widowfield was working with some of Ed's old servers to rework some
> of
> > the esp applications.
> >
> > Dave
> > --
> > [EMAIL PROTECTED] (Wireless)
> >
> > - Original Message -
> > From: Action Request System discussion list(ARSList)
> > 
> > To: arslist@ARSLIST.ORG 
> > Sent: Thu Jan 17 22:02:53 2008
> > Subject: esp_create
> >
> > **
> > Hi
> >
> > Somebody know how can I find the esp_create source code? or somebody
> have
> > the esp_create for works in ARS 7.1?
> >
> > Best REgards
> >
> >
> > Lourdes Ortiz Sada
> > Consultor de Soluciones de Infraestructura y Soporte Aplicaciones
> > ATS BMC-REMEDY
> >
> > Visita www.quitze.com 
> >
> >
> >
> > Por favor borre este e-mail y notifíquenos inmediatamente si usted no es
> > el destinatario previsto. Quitze no entra en contratos u obligaciones
> > contractuales vía correo electrónico, a menos que este contenido de otra
> > manera por escrito entre las partes que esta tratando
> >
> >
> > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > html___
> >
> > --
> > This message was scanned by ESVA and is believed to be clean.
> >
> >
>
>
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Re: Field names

[Rick Cook]

Other than the fact that 'z...' means a Display-only temporary field, I
don't know, though it appears that there is some intelligence applied to the
naming conventions.  At a basic level, the 'z' prefix is intended to convey
the temp status as well as cause the fields to sort at the bottom of the
field list, after the regular fields.

Rick

On 1/18/08, Rudolf Schwarzkopf <[EMAIL PROTECTED]> wrote:
>
> **
>
> Hello,
>
> I'm working with IM 7.0.02 Patch 4.
> Frequently I'm facing fields named something like "zCol_StdGoalSchedCost",
> "zTmpSchemaProperName" or even "z1D_Char02".
>
> Somebody knows if there is a pattern BMC uses on naming these objects?
> What does z1D, z2PH, z3D... means?
>
> Thank you
>
> Rudolf
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
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Re: HTML and View Fields

[Axton]

There is one way you could probably accomplish this.  You can call an active
link guide from a view field, this is how the flashboards works for drill
downs, etc.  For a reference of js the functions available from within view
fields, see ar_wut.js located in the aruser/lib directory.  There may be a
function that will allow you to pass data back, but I'm not 100% sure of
that.

arInvokeGuide(server, guide)
F(id)
SetLabel(id, newVal)

Axton Grams

On Jan 18, 2008 8:49 AM, Carey Matthew Black <[EMAIL PROTECTED]> wrote:

> Frank,
>
> Upgrade to v7.1 and use a Data Visualization Field. ( It is designed
> to do what you are after... and then some.)
>
> However.. in v6.3... the only thing I can think of (that would work on
> the User Tool and the Mid-Tier) would be to have the process be more
> like this...
>
> a) Build HTML table.
> b) User clicks on table and the HTML makes calls to a back end DB to
> submit a record.
>  (-- think ajax/javascript post...etc..)
> c) User then clicks on an "ARS button" (not in the html field) and
> Active links look at an ARS view form that is pointed at the results
> submitted by the HTML link click. Then does the right thing.
>
> If you could deal with a solution only for the Mid-Tier then in v6.3
> you might be fancy enough to work out a Javascript solution to avoid
> step c for the user. But I do not know how to do it with the User
> Tool.
>
> HTH.
>
> --
> Carey Matthew Black
> Remedy Skilled Professional (RSP)
> ARS = Action Request System(Remedy)
>
> Love, then teach
> Solution = People + Process + Tools
> Fast, Accurate, Cheap Pick two.
>
> On Jan 18, 2008 7:59 AM, Frank Caruso <[EMAIL PROTECTED]> wrote:
> > ** ARS 6.3 p20
> > Solaris/Sybase
> >
> > I know that I can walk a table field and, using a View Field, construct
> an
> > HTML Table with the results.
> >
> > However, what I would like to allow the user to do is select and entry
> in
> > the HTML table (or click a INPUT button in the table) and have a
> value(s)
> > returned to Remedy so that work flow can then continue. This will all be
> > done from a dialog box and will need to work in both the User tool and
> the
> > MidTier.
> >
> > Reason: I have two sets of data being returned from two vendor LDAP
> forms.
> > There is no other way to combine the data into a one table field. I do
> not
> > want to show the user two table fields.
> >
> > Thank you
> >
> >  Frank
>
>
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Field names

[Rudolf Schwarzkopf]

Hello,

I'm working with IM 7.0.02 Patch 4.
Frequently I'm facing fields named something like "zCol_StdGoalSchedCost",
"zTmpSchemaProperName" or even "z1D_Char02".

Somebody knows if there is a pattern BMC uses on naming these objects? What
does z1D, z2PH, z3D... means?

Thank you

Rudolf

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BMC Support Web - New Feature (today)!

[Kern, Robert SBA]

Hey list,

just clicked on "What's New" at the Remedy Support Page (yes, should go
home):

[...] Issue Management Improvements
January 18, 2008 

BMC Software Customer Support Central has added new functionality to
better able you to find your issues.

New features include:
*   The ability to add expired IDs to your support profile. 
*   The ability to search for an issue or defect by the ID number
[...]

Defect ID Search! Wohoo! ... checked, and was not active for me yet
though (or it's just Friday Humor, ha!).


Cheers, Robert



Mit den besten Gruessen/Best regards,

Robert Kern

VDO Automotive AG
SV IO EAD30 Sonderthemen 07
Sodener Strasse 9, 65824 Schwalbach, Germany

Ein Unternehmen des Continental-Konzerns/A Company of the Continental
Corporation

Telefon/Phone: +49 6196 87-2546
Mobile: +49 170 8522-515
Telefax: +49 6196 8779-2546
E-Mail: [EMAIL PROTECTED]
http://www.continental-corporation.com
__

VDO Automotive AG, Siemensstr. 12, 93055 Regensburg
Postfach/Postbox 10 09 43, 93009 Regensburg
Vorsitzender des Aufsichtsrats/Chairman of the Supervisory Board:
Johannes Suttmeyer
Vorstand/Managing Board: Dr. Alan Hippe, Helmut Matschi
Sitz der Gesellschaft/Registered office: Regensburg
Registergericht/Commercial registry: Regensburg, HRB 10510

__

Proprietary and confidential. Distribution only by express authority of
Continental AG or its subsidiaries.


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Re: Date field Question

[Jack Samson]

All,
 
ARS 6.3
SQL Server 2000
 
I am trying to obtain the numeric value for a date field (1191960) which is 
really 1/1/1960.  I have tried to use the MONTH(), DAY(), YEAR() functions in a 
filter which work fine until I select a value before epoch time. The value I 
get is 12311969.  Is their another way to do this with a Date field. I know 
this works fine with a Date/Time field..
 
Thanks,
 
Jackson
_
Climb to the top of the charts!  Play the word scramble challenge with star 
power.
http://club.live.com/star_shuffle.aspx?icid=starshuffle_wlmailtextlink_jan
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Re: SRM 2.1 and various bugs

[Savant, [EMAIL PROTECTED]]

Yes, please do.  Thanks!

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED]
Sent: Thursday, January 17, 2008 1:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: SRM 2.1 and various bugs

The fix I received from BMC indeed show that locales are the problem.

I think there are 2 new filters and modification to the
SRM:AppInstanceBridge form.
I can send you the def fix if you want.


On Jan 17, 3:52=A0pm, "Savant, [EMAIL PROTECTED]" <[EMAIL PROTECTED]>
wrote:
> We have SRM 2.1 installed in dev and noticed that fields stopped
passing
> to the Work Orders. =A0Oddly enough, we may have stumbled on an answer
> this morning - locales. =A0We created duplicate AOT/PDT/SRD using one
> locale and the fields pushed again. =A0We haven't taken it all the way
> through yet, but suspect that's the root cause. =A0We're rebuilding
all
> the navigational categories, etc.. at the moment.
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
>
> [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED]
> Sent: Thursday, January 17, 2008 11:46 AM
> To: [EMAIL PROTECTED]
> Subject: SRM 2.1 and various bugs
>
> Hi,
>
> Does anyone have SRM 2.1 installed in dev or prod?
> We have it set up but have numerous issues. =A0It is an upgrade from
SRM
> 2.0.
>
> First, it seems the email confirmation to end user on the SRM:Request
> form doesn't send out.
> Second, out of the box question/answer values don't push to the work
> order level.
> Third, the Work Order audit log shows the wrong column as modified by
> (Always showing the submitter of the original request no matter who
> changes it) <- this I fixed by changing the column to the proper field
> but BMC says it is working as designed..
>
> Those are the quick ones that I've found in our environment.
> Plus all the custom forms we created in 2.0 doesn't work in 2.1 as it
> says Application is not licensed.
> It actually didn't work when we exported the def file and imported
> into prod. =A0Yes we have a valid license. =A0We had to recreate all
the
> custom forms again.
>
> Anyone else having issues with SRM 2.1?
>
>

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>
>

__=
_=AD
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Hide q=
uoted text -
>
> - Show quoted text -


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Re: Installing DSO option on an existing ARServer install

[Rob Backstrom]

If it makes a difference, Windows 2003, MSSQL 2005.

Thanks,
Rob


On 1/18/08, Grooms, Frederick W <[EMAIL PROTECTED]> wrote:
>
> ** You didn't specify what OS so this is just a general observation.
>
> I think as long as you have the DSO forms and the executable all you need
> to do is uncomment the line in the armonitor.conf (armonitor.cfg in
> Windows) file and restart.
>
> If you don't have the forms you can import them ("Distributed Mapping",
> "Distributed Pending", "Distributed Pool").
>
> Fred
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Rob Backstrom
> *Sent:* Friday, January 18, 2008 9:17 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Installing DSO option on an existing ARServer install
>
>
>  Hello,
>
> ARS 7.0.1 patch 5
>
> We have a ARSever running in Production and when it was built the DSO
> option was not installed.  Now we need/want to enabled DSO and are wondering
> if it is possible to install DSO on the existing ARServer.  In Development
> we have attempted to run the ARS install in upgrade mode but are having
> licensing issues (ticket open with BMC).  I am just curious if anyone
> has added DSO over an existing AR Server install.  The Currnet proudction
> system has alot of customization so rebuilding the server would be painful
> just to get DSO working.
>
> Maybe installing ARServer on another machine and then restoring that
> database backup?  Just looking for any suggestions.
>
> Thanks,
> Rob
>
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: Installing DSO option on an existing ARServer install

[Grooms, Frederick W]

You didn't specify what OS so this is just a general observation.
 
I think as long as you have the DSO forms and the executable all you
need to do is uncomment the line in the armonitor.conf (armonitor.cfg in
Windows) file and restart.
 
If you don't have the forms you can import them ("Distributed Mapping",
"Distributed Pending", "Distributed Pool").
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rob Backstrom
Sent: Friday, January 18, 2008 9:17 AM
To: arslist@ARSLIST.ORG
Subject: Installing DSO option on an existing ARServer install


Hello,
 
ARS 7.0.1 patch 5
 
We have a ARSever running in Production and when it was built the DSO
option was not installed.  Now we need/want to enabled DSO and are
wondering if it is possible to install DSO on the existing ARServer.  In
Development we have attempted to run the ARS install in upgrade mode but
are having licensing issues (ticket open with BMC).  I am just curious
if anyone has added DSO over an existing AR Server install.  The Currnet
proudction system has alot of customization so rebuilding the server
would be painful just to get DSO working. 
 
Maybe installing ARServer on another machine and then restoring that
database backup?  Just looking for any suggestions.
 
Thanks,
Rob
 
  

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Installing DSO option on an existing ARServer install

[Rob Backstrom]

Hello,

ARS 7.0.1 patch 5

We have a ARSever running in Production and when it was built the DSO option
was not installed.  Now we need/want to enabled DSO and are wondering if it
is possible to install DSO on the existing ARServer.  In Development we have
attempted to run the ARS install in upgrade mode but are having licensing
issues (ticket open with BMC).  I am just curious if anyone has added DSO
over an existing AR Server install.  The Currnet proudction system has alot
of customization so rebuilding the server would be painful just to get DSO
working.

Maybe installing ARServer on another machine and then restoring that
database backup?  Just looking for any suggestions.

Thanks,
Rob

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Re: HTML and View Fields

[Grooms, Frederick W]

Frank,

I haven't tried them but 6.3 has Events (pg 630 BasicGuide) that may do
what you need


Fred 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Friday, January 18, 2008 7:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: HTML and View Fields

Frank,

Upgrade to v7.1 and use a Data Visualization Field. ( It is designed to
do what you are after... and then some.)

However.. in v6.3... the only thing I can think of (that would work on
the User Tool and the Mid-Tier) would be to have the process be more
like this...

a) Build HTML table.
b) User clicks on table and the HTML makes calls to a back end DB to
submit a record.
  (-- think ajax/javascript post...etc..)
c) User then clicks on an "ARS button" (not in the html field) and
Active links look at an ARS view form that is pointed at the results
submitted by the HTML link click. Then does the right thing.

If you could deal with a solution only for the Mid-Tier then in v6.3 you
might be fancy enough to work out a Javascript solution to avoid step c
for the user. But I do not know how to do it with the User Tool.

HTH.

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

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

On Jan 18, 2008 7:59 AM, Frank Caruso <[EMAIL PROTECTED]> wrote:
> ** ARS 6.3 p20
> Solaris/Sybase
>
> I know that I can walk a table field and, using a View Field, 
> construct an HTML Table with the results.
>
> However, what I would like to allow the user to do is select and entry

> in the HTML table (or click a INPUT button in the table) and have a 
> value(s) returned to Remedy so that work flow can then continue. This 
> will all be done from a dialog box and will need to work in both the 
> User tool and the MidTier.
>
> Reason: I have two sets of data being returned from two vendor LDAP
forms.
> There is no other way to combine the data into a one table field. I do

> not want to show the user two table fields.
>
> Thank you
>
>  Frank

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Re: Debugging Issue with View Form and a DB LINK

[Grooms, Frederick W]

I prefer to make a local DB view that has the dbLink and make my Remedy
View form local for 2 reasons.

1.  This way my Remedy code/form does not change between
Dev/Test/Production servers.   
2.  I can manipulate the Oracle data so I can see other types inside
Remedy.   
(i.e. I can convert the Oracle dates to numbers so I can see them as
DateTime   
 fields inside Remedy).

Fred 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nyall McCavitt
Sent: Friday, January 18, 2008 12:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Debugging Issue with View Form and a DB LINK

Hi,

We are looking into different ways to deal with this issue and we will
certainly be taking your suggestion on board. Thanks for this.

We are using a DB Link to create a View Form within the Remedy System so
we are not using a local DB view.

Thanks.

Nyall

Grooms, Frederick W wrote:
> How about using CAST or TO_STRING to make the value a varchar(15).
>
> Did you say you made a local DB view that uses the dbLink and a Remedy

> view form on that?
>
> Fred
>
>   

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Re: HTML and View Fields

[Carey Matthew Black]

Frank,

Upgrade to v7.1 and use a Data Visualization Field. ( It is designed
to do what you are after... and then some.)

However.. in v6.3... the only thing I can think of (that would work on
the User Tool and the Mid-Tier) would be to have the process be more
like this...

a) Build HTML table.
b) User clicks on table and the HTML makes calls to a back end DB to
submit a record.
  (-- think ajax/javascript post...etc..)
c) User then clicks on an "ARS button" (not in the html field) and
Active links look at an ARS view form that is pointed at the results
submitted by the HTML link click. Then does the right thing.

If you could deal with a solution only for the Mid-Tier then in v6.3
you might be fancy enough to work out a Javascript solution to avoid
step c for the user. But I do not know how to do it with the User
Tool.

HTH.

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

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

On Jan 18, 2008 7:59 AM, Frank Caruso <[EMAIL PROTECTED]> wrote:
> ** ARS 6.3 p20
> Solaris/Sybase
>
> I know that I can walk a table field and, using a View Field, construct an
> HTML Table with the results.
>
> However, what I would like to allow the user to do is select and entry in
> the HTML table (or click a INPUT button in the table) and have a value(s)
> returned to Remedy so that work flow can then continue. This will all be
> done from a dialog box and will need to work in both the User tool and the
> MidTier.
>
> Reason: I have two sets of data being returned from two vendor LDAP forms.
> There is no other way to combine the data into a one table field. I do not
> want to show the user two table fields.
>
> Thank you
>
>  Frank

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Re: Remedy 7.0.01 Patch 6 Questions

[[EMAIL PROTECTED]]

I've installed 7.0.x Patch 6 on a fresh ITSM
7.0.3(Incident/Problem/Change/Asset/SLM on ARS
7.1 patch 1) and various forms become corrupted such as the HPD:Help Desk.
Patch 4 also fails (which is applied as part of the patch 6 installer).
Have also tried installing the patch 6 installer on ITSM 7.0.2 and same
thing happens.
Has anyone else experienced form corruption when applying the 7.0.x patch?
This was done on Windows 2003 Server, MS SQL 2005 and Oracle 10g R2.

Jason Clarke.

On 18/01/2008, Jase Brandon <[EMAIL PROTECTED]> wrote:
>
> ** Hello All,
> I just upgraded my dev system from 7.0.01 to 7.0.01 Patch6.
> Now, everytime I submit and incident, or anything... I get the
> standard database timeout error, "transaction has been accepted and will
> usually be processed, etc."
> When I check, the record is being created, but getting the dbase timeout
> on every submission.
> Has anyone else seen this issue with Patch 6? I can't get anything out of
> support yet, just wondering is the real guru's had seen this or any other
> odd behaviour with Patch 6.
> Any suggestions? I have checked all the logs and don't see anything
> jumping out at me.
>
> Thanks in Advance,
>
> Jase Brandon
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SRM Best Practices for Advanced Interface forms

[Pierson, Shawn]

Good morning all,

I'm looking at developing some Advanced Interface forms for SRM, and was
wondering if anyone has a set of best practices or any tips that might
be good to keep in mind.  I have a basic understanding of how SRM works,
and built one Advanced Interface form that works to create Incidents
already just as a test.  However, it still seems a bit strange to me and
I want to make sure that I don't do it wrong.

Basically, I need to develop some forms that have child forms that store
other data, then push all that into Change Management and create tasks
based on those child records.  I have some ideas on how to do that, but
I want to make sure I do it the "SRM way", if that exists.

I have a strong ARS development background, and am able to support ITSM
apps, but it seems strange to me to purchase an OOTB application that
you are required to "customize" like this yet the rest of the ITSM apps
they tell you to not customize or you will break patches.

Thanks,

Shawn Pierson

Private and confidential as detailed http://www.sug.com/disclaimers/default.htm#Mail";>here.  If you cannot 
access hyperlink, please e-mail sender.


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Remedy 7.0.01 Patch 6 Questions

[Jase Brandon]

Hello All,
I just upgraded my dev system from 7.0.01 to 7.0.01 Patch6.
Now, everytime I submit and incident, or anything... I get the
standard database timeout error, "transaction has been accepted and will
usually be processed, etc."
When I check, the record is being created, but getting the dbase timeout on
every submission.
Has anyone else seen this issue with Patch 6? I can't get anything out of
support yet, just wondering is the real guru's had seen this or any other
odd behaviour with Patch 6.
Any suggestions? I have checked all the logs and don't see anything jumping
out at me.

Thanks in Advance,

Jase Brandon

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HTML and View Fields

[Frank Caruso]

ARS 6.3 p20
Solaris/Sybase

I know that I can walk a table field and, using a View Field, construct an
HTML Table with the results.

However, what I would like to allow the user to do is select and entry in
the HTML table (or click a INPUT button in the table) and have a value(s)
returned to Remedy so that work flow can then continue. This will all be
done from a dialog box and will need to work in both the User tool and the
MidTier.

Reason: I have two sets of data being returned from two vendor LDAP forms.
There is no other way to combine the data into a one table field. I do not
want to show the user two table fields.

Thank you

Frank

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Re: SOLVED: Re: Requiring CI in Change Request - Please Help!

[Roger Justice]

Add a change field action on open that refreshes the field.


-Original Message-
From: Elinore AR <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Fri, 18 Jan 2008 5:10 am
Subject: SOLVED: Re: Requiring CI in Change Request - Please Help!



ha! just when i thought i can't figure this out!

the ACTL "CHG:CRQ:AssocTab_100_Refresh" does the trick of refreshing
the "z2TH_Assoc_Association" table field when the Relationships tab is
clicked and sets the field "z1D_RefreshRelationshipsTab" to "Done"

(but what if you don't click on this tab and still want to test the
values of the table field instead?)

anyway, i added the Change Field on top of my ACTL calling the Call
Guide and this solved my dilemma!

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More new features than ever.  Check out the new AOL Mail ! - 
http://webmail.aol.com

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Re: Resolving dynamic field references in a Set field action

[Veerain G]

Hi Eric,

Thanks for all your help..:)

Regards,
Veerain


On 1/18/08, Roys, Eric <[EMAIL PROTECTED]> wrote:
>
> **
>
> Veerain,
>
>
>
> FYI,
>
>
>
> The simple example I provided for you can now be found on
> developer.bmc.com (
> http://developer.bmc.com/jiveProd/entry.jspa?externalID=2798&categoryID=506
> )
>
>
>
> Happy coding J
>
>
>
> -Eric
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Veerain G
> *Sent:* Friday, January 04, 2008 1:16 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Resolving dynamic field references in a Set field action
>
>
>
> **
>
> Hello Listers,
>
>
>
> ARS and MT 6.3
>
> Solaris
>
>
>
> I have trying to add content to a field on one form which has references
> to fields of another form and then read this content through workflow.
>
>
>
> Consider the following scenario.I have 2 regular forms A and B.
>
>
>
> *Form A* :Character field-* FormAfield1,*
>
> *Form B* :Character fields -*FormBfield2*,Ticket ID,Company,Button field-*
> button1*
>
>
>
> In Form A the field *FormAfield1* has some text and references to fields
> from form B
>
>
>
> For e.g in *FormAfield1* I have,
>
> This is a test for $Ticket ID$ and Company $Company$
>
>
>
> If I write  an activelink on Form B Button1 to read *FormAfield1 *value
> from Form A to *FormBfield2*,the field references do not get populated
> with the record values on Form B.
>
>
>
> Is there any way to resolve the dynamic fields(Ticket ID and Company) from
> *FormAfield1,* when reading values through a Set fields Action?Or is this
> even possible?
>
>
>
> Kindly Help!
>
>
>
> Thanks and Regards,
>
> Veerain
>
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> html___
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SOLVED: Re: Requiring CI in Change Request - Please Help!

[Elinore AR]

ha! just when i thought i can't figure this out!

the ACTL "CHG:CRQ:AssocTab_100_Refresh" does the trick of refreshing
the "z2TH_Assoc_Association" table field when the Relationships tab is
clicked and sets the field "z1D_RefreshRelationshipsTab" to "Done"

(but what if you don't click on this tab and still want to test the
values of the table field instead?)

anyway, i added the Change Field on top of my ACTL calling the Call
Guide and this solved my dilemma!

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Re: Friday Humor: My Computer

[Robert Page]

More ITIL humour recently heard

ITIL = It Takes It Longer


- Original Message 
From: "Nair, Rajesh IN BOM SISL" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Friday, 18 January, 2008 7:59:07 AM
Subject: Re: Friday Humor: My Computer

Few More
It Couldn't Happen Here... Could It? ITIL Humor

1. Service Desk: "Do you see the button on the right side of your
mouse?"
Customer: "No. There's just a telephone and a printer". 

2. A large service desk once received a fax with a pre-page asking for
it to be faxed back when finished with, because they needed to keep a
copy. 

3. Customer: "Do I need a computer to run your software?" 

4. A major ISP recently told us that their finance department
occasionally receive cheques made payable to "The Internet" 

5. Service Desk: "What appears to be the problem?" 
Customer: "When I change the font sizes, the letters all change size." 

6. The six phases of an ITIL implementation (adapted):
Enthusiasm
Disillusionment
Panic
Search for the guilty
Punishment of the innocent
Praise for the non-participants 

7. What did the small change say to the large change?  I don t need a
ticket - I'll will sneak in with you.  

8. Finally, a VERY old one: To complete 80% of a project takes 80% of
the time. The other 20% takes the other 80% of the time




  
Regards 
Rajesh Nair


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Elinore AR
Sent: Friday, January 18, 2008 12:32 PM
To: arslist@ARSLIST.ORG
Subject: Friday Humor: My Computer

(pls excuse this post if you already know this joke...got this from the
ITIL Community Forum)

ITIL Humor: True Stories
==

We couldn't resist this one:

Service Desk: Double click on "My Computer"
User: I can't see your computer.
Service Desk: No, double click on "My Computer" on your PC.
User: Pardon?
Service Desk: There is an icon on your PC with the label "My Computer".
Double click on it.
User: What's your computer doing on mine?


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Re: esp_create

[Misi Mladoniczky]

Hi,

Very few lines of code is needed to create a record:
1. ARInitialization()
2. ARSetServerPort() optional
3. ARCreateEntry()
4. ARTermination()

I do not know how you configure and call esp_create, but would guess that
the runmacro command (comes with ARAdmin) would be able to do pretty much
the same thing.

Best Regards - Misi, RRR AB, http://rrr.se

> Tim Widowfield was working with some of Ed's old servers to rework some of
> the esp applications.
>
> Dave
> --
> [EMAIL PROTECTED] (Wireless)
>
> - Original Message -
> From: Action Request System discussion list(ARSList)
> 
> To: arslist@ARSLIST.ORG 
> Sent: Thu Jan 17 22:02:53 2008
> Subject: esp_create
>
> **
> Hi
>
> Somebody know how can I find the esp_create source code? or somebody have
> the esp_create for works in ARS 7.1?
>
> Best REgards
>
>
> Lourdes Ortiz Sada
> Consultor de Soluciones de Infraestructura y Soporte Aplicaciones
> ATS BMC-REMEDY
>
> Visita www.quitze.com 
>
>
>
> Por favor borre este e-mail y notifíquenos inmediatamente si usted no es
> el destinatario previsto. Quitze no entra en contratos u obligaciones
> contractuales vía correo electrónico, a menos que este contenido de otra
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Re: Friday Humor: My Computer

[Nair, Rajesh IN BOM SISL]

 Few More
It Couldn't Happen Here... Could It? ITIL Humor

1. Service Desk: "Do you see the button on the right side of your
mouse?"
Customer: "No. There's just a telephone and a printer". 

2. A large service desk once received a fax with a pre-page asking for
it to be faxed back when finished with, because they needed to keep a
copy. 

3. Customer: "Do I need a computer to run your software?" 

4. A major ISP recently told us that their finance department
occasionally receive cheques made payable to "The Internet" 

5. Service Desk: "What appears to be the problem?" 
Customer: "When I change the font sizes, the letters all change size." 

6. The six phases of an ITIL implementation (adapted):
Enthusiasm
Disillusionment
Panic
Search for the guilty
Punishment of the innocent
Praise for the non-participants 

7. What did the small change say to the large change?  I don t need a
ticket - I'll will sneak in with you.  

8. Finally, a VERY old one: To complete 80% of a project takes 80% of
the time. The other 20% takes the other 80% of the time
 


 
  
Regards 
Rajesh Nair


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Elinore AR
Sent: Friday, January 18, 2008 12:32 PM
To: arslist@ARSLIST.ORG
Subject: Friday Humor: My Computer

(pls excuse this post if you already know this joke...got this from the
ITIL Community Forum)

ITIL Humor: True Stories
==

We couldn't resist this one:

Service Desk: Double click on "My Computer"
User: I can't see your computer.
Service Desk: No, double click on "My Computer" on your PC.
User: Pardon?
Service Desk: There is an icon on your PC with the label "My Computer".
Double click on it.
User: What's your computer doing on mine?


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Important notice:This e-mail and any attachment thereto contains corporate 
proprietary information. If you have received it by mistake, please notify us 
immediately by reply e-mail and delete this e-mail and its attachments from 
your system. Thank You.

___
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