Re: Friday Humor: Understanding Engineers...

[Siti Hawa Bee SHAIK FARID]

Hi Joe..err...missing Take Three. *hee 
  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Saturday, January 26, 2008 09:38
To: arslist@ARSLIST.ORG
Subject: Friday Humor: Understanding Engineers...


** 
Understanding Engineers - Take One
 
Two engineering students were walking across a university campus when one
said, "Where did you get such a great bike?"
 
The second engineer replied, "Well, I was walking along yesterday, minding
my own business, when a beautiful woman rode up on this bike, threw it to
the ground, took off all her clothes and said, "Take what you want."
 
The second engineer nodded approvingly and said, "Good choice; the clothes
probably wouldn't have fit you anyway.
 
Understanding Engineers - Take Two
 
To the optimist, the glass is half full.
To the pessimist, the glass is half empty.
To the engineer, the glass is twice as big as it needs to be.
 
Understanding Engineers - Take Four
 
What is the difference between mechanical engineers and civil engineers?
Mechanical engineers build weapons and civil engineers build targets.
 
Understanding Engineers - Take Five
 
The graduate with a science degree asks, "Why does it work?"
The graduate with an engineering degree asks, "How does it work?"
The graduate with an accounting degree asks, "How much will it cost?"
The graduate with an arts degree asks, "Do you want fries with that?"
 
Understanding Engineers - Take Six
 
Three engineering students were gathered together discussing the possible
designers of the human body. One said, "It was a mechanical engineer. Just
look at all the joints."
 
Another said, "No, it was an electrical engineer. The nervous system has
many thousands of electrical connections."
 
The last one said, "No, actually it had to have been a civil engineer. Who
else would run a toxic waste pipeline through a recreational area?"
 
Understanding Engineers - Take Seven
 
Normal people believe that if it ain't broke, don't fix it.
Engineers believe that if it ain't broke, it doesn't have enough features
yet.
 
Understanding Engineers - Take Eight
 
An engineer was crossing a road one day, when a frog called out to him and
said, "If you kiss me, I'll turn into a beautiful princess." He bent over,
picked up the frog and put it in his pocket.
 
The frog spoke up again and said, "If you kiss me and turn me back into a
beautiful princess, I will stay with you for one week." The engineer took
the frog out of his pocket, smiled at it and returned it to the pocket.
 
The frog then cried out, "If you kiss me and turn me back into a Princess,
I'll stay with you for one week and do ANYTHING you want." Again, the
engineer took the frog out, smiled at it and put it back into his pocket.
 
Finally, the frog asked, "What is the matter? I've told you I'm a beautiful
princess and that I'll stay with you for one week and do anything you want.
Why won't you kiss me?"
 
The engineer said, "Look, I'm an engineer. I don't have time for a
girlfriend, but a talking frog, now that's cool!!"
 
 
Joe D'Souza
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Friday Humor: Understanding Engineers...

[Joe D'Souza]

Understanding Engineers - Take One

Two engineering students were walking across a university campus when one
said, "Where did you get such a great bike?"

The second engineer replied, "Well, I was walking along yesterday, minding
my own business, when a beautiful woman rode up on this bike, threw it to
the ground, took off all her clothes and said, "Take what you want."

The second engineer nodded approvingly and said, "Good choice; the clothes
probably wouldn't have fit you anyway.

Understanding Engineers - Take Two

To the optimist, the glass is half full.
To the pessimist, the glass is half empty.
To the engineer, the glass is twice as big as it needs to be.

Understanding Engineers - Take Four

What is the difference between mechanical engineers and civil engineers?
Mechanical engineers build weapons and civil engineers build targets.

Understanding Engineers - Take Five

The graduate with a science degree asks, "Why does it work?"
The graduate with an engineering degree asks, "How does it work?"
The graduate with an accounting degree asks, "How much will it cost?"
The graduate with an arts degree asks, "Do you want fries with that?"

Understanding Engineers - Take Six

Three engineering students were gathered together discussing the possible
designers of the human body. One said, "It was a mechanical engineer. Just
look at all the joints."

Another said, "No, it was an electrical engineer. The nervous system has
many thousands of electrical connections."

The last one said, "No, actually it had to have been a civil engineer. Who
else would run a toxic waste pipeline through a recreational area?"

Understanding Engineers - Take Seven

Normal people believe that if it ain't broke, don't fix it.
Engineers believe that if it ain't broke, it doesn't have enough features
yet.

Understanding Engineers - Take Eight

An engineer was crossing a road one day, when a frog called out to him and
said, "If you kiss me, I'll turn into a beautiful princess." He bent over,
picked up the frog and put it in his pocket.

The frog spoke up again and said, "If you kiss me and turn me back into a
beautiful princess, I will stay with you for one week." The engineer took
the frog out of his pocket, smiled at it and returned it to the pocket.

The frog then cried out, "If you kiss me and turn me back into a Princess,
I'll stay with you for one week and do ANYTHING you want." Again, the
engineer took the frog out, smiled at it and put it back into his pocket.

Finally, the frog asked, "What is the matter? I've told you I'm a beautiful
princess and that I'll stay with you for one week and do anything you want.
Why won't you kiss me?"

The engineer said, "Look, I'm an engineer. I don't have time for a
girlfriend, but a talking frog, now that's cool!!"


Joe D'Souza
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7:44 PM

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Re: Poll @ BMC DN on Revision Control

[Easter, David]

We can assume that the existing "others" were Subversion.

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

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Robert C. Sheets
Sent: Friday, January 25, 2008 1:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Poll @ BMC DN on Revision Control

Carey Matthew Black wrote:
> Is it to late to maybe get another option added to the poll?
> 
> Subversion

Is it possible to change my vote? I voted for "Other" before Subversion
was added as a choice. I use Subversion.
--
Robert C. Sheets
Office of Information Technology


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Re: AIE 7.1: How to trigger archive of the source file after the flat file exchange completes

[Rabi Tripathi]

To answer my own question, filters on "EIE:Log" will do the trick.


Rabi Tripathi wrote:
> 
> Hi guys,
> After a scheduled data exchange from a flat file completes, I need to
> archive the file to an archive location.
> 
> Any ideas on how to accomplish this?
> 
> What would trigger my archiving script? I see that on completing an
> exchange, I can have another exchange be triggered, but can I have a shell
> script be run or in any other way have the source file be moved away to an
> archive location? I can't find a way to trigger my script.
> 
> TIA.
> 

-- 
View this message in context: 
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Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: BMC Service Request Management

[John Sundberg]

So - any new news?
All is well here - still cranking along.

Getting good traction with Request.

Did you end up writing anything to work with Kinetic Calendar?

-John

On 12/5/07, Scott Parrish <[EMAIL PROTECTED]> wrote:
>
> Fyi, The download for 2.1 became available yesterday.
>
> Scott Parrish
> IT Prophets, LLC
> (770) 653-5203
> http://www.itprophets.com
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of harrylee
> Sent: Tuesday, December 04, 2007 3:59 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: BMC Service Request Management
>
> We are about to launch into production.
>
> A new release of SRM is going to be out soon.  Best to wait until then.
>
> It's a pretty robust product and really makes the end user experience
> easier.
> 2.0 has its bugs and the new 2.1 release will address a lot of issues.
>
>
>
> [EMAIL PROTECTED] wrote:
> >
> > Is there any one out there who has implemented BMC Service Request
> > Management and is actually using the tool in a production environment?
> > Looking for any installation, user and troubleshooting issues you may
> have
> > encountered.
> >
> > Scott Parrish
> > IT Prophets, LLC
> > (770) 653-5203
> >
> > 
> > mail2web.com ? What can On Demand Business Solutions do for you?
> > http://link.mail2web.com/Business/SharePoint
> >
> >
>
> 
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> >
> >
>
> --
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>
> http://www.nabble.com/BMC-Service-Request-Management-tf4939772.html#a1415933
> 5
> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
>
>
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-- 
John David Sundberg
235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
[EMAIL PROTECTED]

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Re: Poll @ BMC DN on Revision Control

[John Sundberg]

Subversion too.
-John


On 1/25/08, Easter, David <[EMAIL PROTECTED]> wrote:
>
> The DN folks are trying to set a way to do that - so check back in a few
> hours and you may be able to.
>
> Thanks,
>
> -Dave Easter
>
> -Original Message-
> From: Robert C. Sheets [mailto:[EMAIL PROTECTED]
> Sent: Friday, January 25, 2008 1:41 PM
> To: arslist@ARSLIST.ORG
> Cc: Easter, David
> Subject: Re: Poll @ BMC DN on Revision Control
>
> Carey Matthew Black wrote:
> > Is it to late to maybe get another option added to the poll?
> >
> > Subversion
>
> Is it possible to change my vote? I voted for "Other" before Subversion
> was added as a choice. I use Subversion.
> --
> Robert C. Sheets
> Office of Information Technology
>
>
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-- 
John David Sundberg
235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
[EMAIL PROTECTED]

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Re: Poll @ BMC DN on Revision Control

[Robert C. Sheets]

Carey Matthew Black wrote:

Is it to late to maybe get another option added to the poll?

Subversion


Is it possible to change my vote? I voted for "Other" before Subversion 
was added as a choice. I use Subversion.

--
Robert C. Sheets
Office of Information Technology

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Re: Resp to Gidd/Bouyant/ADV: Xtreme/Dashboard

[Wheeler, Dylan]

Good questions Carey, another one I'd have is...Are the source files
included in the purchase?
That one would be a killer for me and one of the disadvantages of flash.
No ability to customize without the source files.

I must say it does look purty though and I think for some people it will
be a very nice direction to go in.

- 

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



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Friday, January 25, 2008 10:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: Resp to Gidd/Bouyant/ADV: Xtreme/Dashboard


Hum... ok... So how much does that cost? And what _exactly_ can I use it
for?

AKA: If I want "ESS" it costs "W"?
AKA: If I only want "Xtreme Console" it costs "X"?
AKA: If I only want "Dashboard" it costs "Y"?

*Note:* A pet peeve of mine is web sites that "sell" something without
identifying cost. You (the web site) are trying to get me to buy
something and one part of that decision has to deal with how much it
costs me. If I have to go out of my way to figure that part out then I
will likely find someone else to give my money too. ( Someone who
requires less work from me to get my money.)


I saw some feedback about the "Flex apps" (er... "Xtreme Console")
being part of the ESS application at no cost. But in the ARS universe I
think we(ARS customers) are "normal" in expecting to be able to tweak,
fettle, and squeeze any "ARS" things too. So maybe some communications
could be releases about the possibility (if it exists) for a ESS
application owner (or an "Dashboard" owner) to extend the "ESS"/"Xtreme
Console"/"Dashboard" to an arbitrary ARS form? ( You can address
something as specific as an OOB application, but I would be more
interested in the more general case of a new tool for use with the rest
of the toolbox.)

Maybe I am jumping the gun here? If this is "Beta" maybe the
docs/pricing have not been written yet? If so... that is ok... You can
admit that without "loosing any points" with me. Writing good
documentation is hard. :) ( Really, I do mean that. )

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

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


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Re: Poll @ BMC DN on Revision Control

[Easter, David]

The DN folks are trying to set a way to do that - so check back in a few
hours and you may be able to.

Thanks,
 
-Dave Easter

-Original Message-
From: Robert C. Sheets [mailto:[EMAIL PROTECTED] 
Sent: Friday, January 25, 2008 1:41 PM
To: arslist@ARSLIST.ORG
Cc: Easter, David
Subject: Re: Poll @ BMC DN on Revision Control

Carey Matthew Black wrote:
> Is it to late to maybe get another option added to the poll?
> 
> Subversion

Is it possible to change my vote? I voted for "Other" before Subversion
was added as a choice. I use Subversion.
--
Robert C. Sheets
Office of Information Technology

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Re: Java 7.1 API Assistance

[LJ Longwing]

I knew the list would come through for me.  I had not looked at those
methods, I was looking for something within the QualifierInfo Object to give
me what I was looking for.  Looking at the docs on those it's exactly what
I'm looking for THANK YOU!!!

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Papolu, Appajee
Sent: Friday, January 25, 2008 2:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Java 7.1 API Assistance


** 

In 7.1, have you looked at the following methods in ARServerUser class.

 

formatQualification

formatSetIfQualification

parseQualification 

and so on.

 

These methods should allow you to convert the qualifications from structural
representation to readable and vice-versa (btw, similar methods exist for
assignment expressions as well). Also encode/decode methods do similar
conversion but between structural representation and AR System internal
encoding scheme.

 

Regards

Appajee

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: January 25, 2008 8:55 PM
To: arslist@ARSLIST.ORG
Subject: Java 7.1 API Assistance

** 

I'm trying to write something for Remedy in the 7.1 Java API.  I'm trying to
use the QualifierInfo object and having difficulty translating it to
something 'readable'.  I'm hoping someone has written something that takes
care of parsing the qual and turns what it gives you into something like

'Submitter' = "Demo" AND 'Create Date' > "1/1/2008" 

Any and all assistance is appreciated in this endeavor 

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Re: Java 7.1 API Assistance

[Papolu, Appajee]

In 7.1, have you looked at the following methods in ARServerUser
class...

 

formatQualification

formatSetIfQualification

parseQualification 

and so on...

 

These methods should allow you to convert the qualifications from
structural representation to readable and vice-versa (btw, similar
methods exist for assignment expressions as well). Also encode/decode
methods do similar conversion but between structural representation and
AR System internal encoding scheme.

 

Regards

Appajee

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: January 25, 2008 8:55 PM
To: arslist@ARSLIST.ORG
Subject: Java 7.1 API Assistance

** 

I'm trying to write something for Remedy in the 7.1 Java API.  I'm
trying to use the QualifierInfo object and having difficulty translating
it to something 'readable'.  I'm hoping someone has written something
that takes care of parsing the qual and turns what it gives you into
something like

'Submitter' = "Demo" AND 'Create Date' > "1/1/2008" 

Any and all assistance is appreciated in this endeavor 

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Re: Java 7.1 API Assistance

[Carey Matthew Black]

Oh.. and this class might be of some help too.. ( depending on exactly
how you want to do things...)

com.remedy.arsys.api.ARQualifierHelper

-- 
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 25, 2008 3:56 PM, Carey Matthew Black <[EMAIL PROTECTED]> wrote:
> Just guessing here(have not done it)... but I would start here...
>
> com.remedy.arsys.api.Util
>
> static QualifierInfoARDecodeARQualifierStruct(ARServerUser ctx,
> java.lang.String queryString)
>   Decode of ARQualificationStruct.
>
> static java.lang.String AREncodeARQualifierStruct(ARServerUser ctx,
> QualifierInfo qual)
>   Encode of ARQualificationStruct.
>
> It may not get you to 100% of what you want... but it might get you
> close enough.
>
> Another approach might be... Export the object in XML format and use
> XML approaches to get the qualifier and decode stuff from there. ( It
> might be easier than other string based approaches.)
>
> 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 25, 2008 2:54 PM, LJ Longwing <[EMAIL PROTECTED]> wrote:
> > **
>
> >
> > I'm trying to write something for Remedy in the 7.1 Java API.  I'm trying to
> > use the QualifierInfo object and having difficulty translating it to
> > something 'readable'.  I'm hoping someone has written something that takes
> > care of parsing the qual and turns what it gives you into something like
> >
> > 'Submitter' = "Demo" AND 'Create Date' > "1/1/2008"
> >
> > Any and all assistance is appreciated in this endeavor

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Re: Java 7.1 API Assistance

[Carey Matthew Black]

Just guessing here(have not done it)... but I would start here...

com.remedy.arsys.api.Util

static QualifierInfoARDecodeARQualifierStruct(ARServerUser ctx,
java.lang.String queryString)
  Decode of ARQualificationStruct.

static java.lang.String AREncodeARQualifierStruct(ARServerUser ctx,
QualifierInfo qual)
  Encode of ARQualificationStruct.

It may not get you to 100% of what you want... but it might get you
close enough.

Another approach might be... Export the object in XML format and use
XML approaches to get the qualifier and decode stuff from there. ( It
might be easier than other string based approaches.)

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 25, 2008 2:54 PM, LJ Longwing <[EMAIL PROTECTED]> wrote:
> **
>
> I'm trying to write something for Remedy in the 7.1 Java API.  I'm trying to
> use the QualifierInfo object and having difficulty translating it to
> something 'readable'.  I'm hoping someone has written something that takes
> care of parsing the qual and turns what it gives you into something like
>
> 'Submitter' = "Demo" AND 'Create Date' > "1/1/2008"
>
> Any and all assistance is appreciated in this endeavor

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Re: Question: Calendar - Time - Changing Default Time

[Sokol, Brian]

No. It used to default to the current time a few versions back till an
"enhancement" was made to this field type. I submitted it as a bug but
my request was deemed working as designed. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Friday, January 25, 2008 11:59 AM
To: arslist@ARSLIST.ORG
Subject: Question: Calendar - Time - Changing Default Time

Has anyone found a way to change the default time of 12:00 AM from the
pull down of the date/time field?

Thanks!


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Re: Added an Image to a button but it doesn't show in Mid Tier

[John Atherly]

Did you add the image to the button on the same view of the form that the 
mid tier is using?


John Atherly
American Power Conversion
[EMAIL PROTECTED]
401-789-5735 Ext. 2120
1-800-788-2208 Ext. 2120



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

01/25/2008 03:40 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Added an Image to a button but it doesn't show in Mid Tier






** 
Yea several times.

From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of John Atherly
Sent: Friday, January 25, 2008 3:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: Added an Image to a button but it doesn't show in Mid Tier

** 
Did you flush the cache? 


John Atherly
American Power Conversion
[EMAIL PROTECTED]
401-789-5735 Ext. 2120
1-800-788-2208 Ext. 2120 


"Sokol, Brian" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 
 
01/25/2008 03:20 PM 

Please respond to
arslist@ARSLIST.ORG



To
arslist@ARSLIST.ORG 
cc

Subject
Added an Image to a button but it doesn't show in Mid Tier








** 
I added an image to a button. It shows up in Remedy User but not in the 
Mid Tier. Do I have to add the file to my Mid Tier server somewhere? 
Brian Sokol 
Manager, Desktop Services 
Scholastic Inc. 
557 Broadway 
NY, NY 10012 
(212) 343-6494 
http://www.Scholastic.com 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" 
html___ 
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Re: Added an Image to a button but it doesn't show in Mid Tier

[Sokol, Brian]

Yea several times.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of John Atherly
Sent: Friday, January 25, 2008 3:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: Added an Image to a button but it doesn't show in Mid Tier


** 
Did you flush the cache? 


John Atherly
American Power Conversion
[EMAIL PROTECTED]
401-789-5735 Ext. 2120
1-800-788-2208 Ext. 2120 



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

01/25/2008 03:20 PM 
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG 
cc
Subject
Added an Image to a button but it doesn't show in Mid Tier






** 

I added an image to a button. It shows up in Remedy User but not in the
Mid Tier. Do I have to add the file to my Mid Tier server somewhere? 

Brian Sokol 
Manager, Desktop Services 
Scholastic Inc. 
557 Broadway 
NY, NY 10012 
(212) 343-6494 
http://www.Scholastic.com   

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

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Re: Remedy WAP capabilities

[Jason Miller]

I am impressed that he can access the forms.  This was about a year and a
half ago (maybe the newer BB's are more powerful) but I found that I would
get an error something to the effect that the page was too large and it was
a simple DO form with 1 text field.  This was about the time that ARS 7 came
out, I can't remember if it was on MT 6.3 or 7 when I tried it.

Jason

On Fri, Jan 25, 2008 at 11:33 AM, Robert Molenda <[EMAIL PROTECTED]>
wrote:

> ** Well, my first thought is to spend $$ and use something like aeroprise
> mobility product / solution which is quite nice looking, etc. (Note: I have
> NOT personally used/installed it, just looked at the product at the
> road-shows, etc, maybe another lister-er can respond on that...)
>
> Next to spending $$, my next suggestion is to create specific views of the
> forms for BlackBerry or Cell-Phone-web usage. You can strip the forms down
> to simple & small scale, etc. Reduce functionality, etc.
>
> Another option is to create 'helper forms' to re-display the content of
> the ITSM forms, this way you do not get in and muck around with the ITSM
> forms...
>
> You can always detect the client / browser at the web-server and force a
> re-direct to specific views, etc.
>
> HTH
> Robert
>
>
>
> On Jan 25, 2008 1:47 AM, Hugo Visser <[EMAIL PROTECTED]> wrote:
>
> > ** I suspect that the client-type is only valid when coming through the
> > remedy wireless product, which I think is discontinued. Remedy wireless
> > supplied WAP access to the AR System.
> >
> > Hugo
> >
> >
> > On Jan 25, 2008 1:34 AM, Joe D'Souza <[EMAIL PROTECTED]> wrote:
> >
> > > Not that I heard of but one of the $client-types$ is for wireless
> > > devices..
> > >
> > > Maybe you could make special WAP page views for those specific
> > > applications
> > > that your WAP users are likely to access?
> > >
> > > Joe
> > >
> > > -Original Message-
> > > From: Action Request System discussion list(ARSList)
> > > [mailto:[EMAIL PROTECTED] Behalf Of Grooms, Frederick W
> > > Sent: Thursday, January 24, 2008 5:03 PM
> > > To: arslist@ARSLIST.ORG
> > > Subject: Remedy WAP capabilities
> > >
> > >
> > > Here is one for the list...
> > >
> > > Scenario:   Boss just got a Blackberry (my first thought was "Great,
> > > more work for me").  He can access the Mid-Tier web page but he says
> > > the
> > > buttons don't work correctly and the page is confusing.
> > >
> > > Is there a WAP translator/interface available to go along with
> > > Mid-Tier
> > > that does not require an application to be downloaded to the device?
> > > Something that will take our tabbed forms and make them cards in a
> > > deck?
> > >
> > > Fred
> > >
> > > No virus found in this outgoing message.
> > > Checked by AVG Free Edition.
> > > Version: 7.5.516 / Virus Database: 269.19.10/1241 - Release Date:
> > > 1/24/2008
> > > 9:58 AM
> > >
> > >
> > >
> > > ___
> > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> > > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > >
> >
> > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > html___
>
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
>

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Re: Poll @ BMC DN on Revision Control

[Easter, David]

I'd prefer not to get too deep into such future conversations on a
public forum.  Suffice it to say that with the removal of the Admin Tool
in future releases of AR System, the integration will obviously need to
reside elsewhere.

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

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Friday, January 25, 2008 12:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Poll @ BMC DN on Revision Control

Has the conversation began on what parts of the application will be
exposed as the integration points?  Will this be with the Eclipse IDE?

Axton

On Jan 25, 2008 3:05 PM, Easter, David <[EMAIL PROTECTED]> wrote:
> **
>
> This is a future conversation, but yes - the idea for the future is to

> enable our customers to write the integration and thus you could 
> determine how the integration functioned.  We would supply some 
> examples of how to do a basic integration to the more popular revision
control products.
>
>
>
>
>
> -David J. Easter
> Sr. Product Manager, Service Management Business Unit BMC Software, 
> Inc.
>
> The opinions, statements, and/or suggested courses of action expressed

> in this E-mail do not necessarily reflect those of BMC Software, Inc.

> My voluntary participation in this forum is not intended to convey a 
> role as a spokesperson, liaison or public relations representative for

> BMC Software, Inc.
>
>  
>
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
> Sent: Friday, January 25, 2008 11:47 AM
> To: arslist@ARSLIST.ORG
>
> Subject: Re: Poll @ BMC DN on Revision Control
>
>
>
> **
> Is that to say that we have the capability to write those integrations

> ourselves?  Or maybe even modify how one of the existing integrations 
> functions?
>
>  
>  From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
> Sent: Friday, January 25, 2008 12:28 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Poll @ BMC DN on Revision Control
>
>
> **
> > 'Which Revision Control Product would you most prefer us to support'
>
> You can answer that way if you wish - although note that it isn't 
> really "supporting" as much as it would be providing examples of how 
> developers can create an integration to their revision control product

> of choice.  We're trying to determine which revision control products 
> are most popular with our customers and thus create examples that 
> would be of benefit to the broadest audience.
>
> Thanks,
>
>
>
>
> -David J. Easter
> Sr. Product Manager, Service Management Business Unit BMC Software, 
> Inc.
>
> The opinions, statements, and/or suggested courses of action expressed

> in this E-mail do not necessarily reflect those of BMC Software, Inc.

> My voluntary participation in this forum is not intended to convey a 
> role as a spokesperson, liaison or public relations representative for

> BMC Software, Inc.
>
>
>
>  
>  From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
> Sent: Friday, January 25, 2008 10:55 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Poll @ BMC DN on Revision Control
>
>
> **
> David,
> Would you be willing to post a poll/modify this one of 'Which Revision

> Control Product would you most prefer us to support'I think the 
> answers may be slightly different
>
>  
>  From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
> Sent: Friday, January 25, 2008 11:47 AM
> To: arslist@ARSLIST.ORG
> Subject: Poll @ BMC DN on Revision Control
>
>
> **
> Hi All,
>
>   We've posted a new poll on the BMC Developer's Network regarding 
> your use of a 3rd party revision control product.  You can find the
poll at:
>
> http://developer.bmc.com/jiveProd/poll.jspa?pollID=25
>
>   If you're using a revision control product of some kind, we'd 
> appreciate your vote in the poll.  We'd like to use the information to

> identify the most popular products our customers are using and help us

> prioritize integration points for revision control systems in future 
> versions of AR System.
>
>
>
>
> -David J. Easter
> Sr. Product Manager, Service Management Business Unit BMC Software, 
> Inc.
>
> The opinions, statements, and/or suggested courses of action expressed

> in this E-mail do not necessarily reflect those of BMC Software, Inc.

> My voluntary participation in this f

Re: Java 7.1 API Assistance

[Ben Chernys]

This is non-trivial.  I have described my function on the list in the past
but cannot find that post (perhaps in an archive?).  I use it in a binary
that "dumps" an ARS server's workflow and table structures into an ASCII
file that I can then search in an editor.
 
>From the function pre-amble:
 
// builds a text string from an AR Qualifier Struct
ArUtErr
ArQualDecode (// decodes a qualifier structure
  ArSch   * pS,   // a loaded schema
  ARQualifierStruct   * pQ,   // returned string must be freed
  char  * * vTgt  //   by caller and can be used
 )//   in ARLoadARQualifierStruct()
  {
  // this is pretty recursive.
  // first, the structure of pQ:
  //op
  //  left, right   (two new, same structs)
  //  not   (one more same struct)
  //  relopstruct   (a simpler field / value struct)
  // so how do we do it?
  //   we will always produce a string something like
  // ( ?? AND ?? )  or
  // ( ?? OR ?? )   or
  // ( NOT ?? ) or
  // ( A <= B )
  // the ?? is returned by a recursive call to this routine
 
:Good luck!
Ben Chernys

Senior Software Architect
Software Tool House Inc.

Canada / Deutschland / Germany
Mobile:  +49 162 175 0956   GMT + 1 + [ DST ]
Email:
mailto:[EMAIL PROTECTED]
Web:  
http://www.softwaretoolhouse.com

A free notepad for Diary fields:
 
http://www.softwaretoolhouse.com/downloads/DiaryFieldEditor.htm
An ARS integration, import, migration, batch facility:
http://www.softwaretoolhouse.com/
  
 
 
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: January 25, 2008 8:55 PM
To: arslist@ARSLIST.ORG
Subject: Java 7.1 API Assistance


** 

I'm trying to write something for Remedy in the 7.1 Java API.  I'm trying to
use the QualifierInfo object and having difficulty translating it to
something 'readable'.  I'm hoping someone has written something that takes
care of parsing the qual and turns what it gives you into something like

'Submitter' = "Demo" AND 'Create Date' > "1/1/2008" 

Any and all assistance is appreciated in this endeavor 

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Re: Poll @ BMC DN on Revision Control

[Axton]

Has the conversation began on what parts of the application will be
exposed as the integration points?  Will this be with the Eclipse IDE?

Axton

On Jan 25, 2008 3:05 PM, Easter, David <[EMAIL PROTECTED]> wrote:
> **
>
> This is a future conversation, but yes - the idea for the future is to
> enable our customers to write the integration and thus you could determine
> how the integration functioned.  We would supply some examples of how to do
> a basic integration to the more popular revision control products.
>
>
>
>
>
> -David J. Easter
> Sr. Product Manager, Service Management Business Unit
> BMC Software, Inc.
>
> The opinions, statements, and/or suggested courses of action expressed in
> this E-mail do not necessarily reflect those of BMC Software, Inc.  My
> voluntary participation in this forum is not intended to convey a role as a
> spokesperson, liaison or public relations representative for BMC Software,
> Inc.
>
>  
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
> Sent: Friday, January 25, 2008 11:47 AM
> To: arslist@ARSLIST.ORG
>
> Subject: Re: Poll @ BMC DN on Revision Control
>
>
>
> **
> Is that to say that we have the capability to write those integrations
> ourselves?  Or maybe even modify how one of the existing integrations
> functions?
>
>  
>  From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
> Sent: Friday, January 25, 2008 12:28 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Poll @ BMC DN on Revision Control
>
>
> **
> > 'Which Revision Control Product would you most prefer us to support'
>
> You can answer that way if you wish - although note that it isn't really
> "supporting" as much as it would be providing examples of how developers can
> create an integration to their revision control product of choice.  We're
> trying to determine which revision control products are most popular with
> our customers and thus create examples that would be of benefit to the
> broadest audience.
>
> Thanks,
>
>
>
>
> -David J. Easter
> Sr. Product Manager, Service Management Business Unit
> BMC Software, Inc.
>
> The opinions, statements, and/or suggested courses of action expressed in
> this E-mail do not necessarily reflect those of BMC Software, Inc.  My
> voluntary participation in this forum is not intended to convey a role as a
> spokesperson, liaison or public relations representative for BMC Software,
> Inc.
>
>
>
>  
>  From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
> Sent: Friday, January 25, 2008 10:55 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Poll @ BMC DN on Revision Control
>
>
> **
> David,
> Would you be willing to post a poll/modify this one of 'Which Revision
> Control Product would you most prefer us to support'I think the answers
> may be slightly different
>
>  
>  From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
> Sent: Friday, January 25, 2008 11:47 AM
> To: arslist@ARSLIST.ORG
> Subject: Poll @ BMC DN on Revision Control
>
>
> **
> Hi All,
>
>   We've posted a new poll on the BMC Developer's Network regarding your use
> of a 3rd party revision control product.  You can find the poll at:
>
> http://developer.bmc.com/jiveProd/poll.jspa?pollID=25
>
>   If you're using a revision control product of some kind, we'd appreciate
> your vote in the poll.  We'd like to use the information to identify the
> most popular products our customers are using and help us prioritize
> integration points for revision control systems in future versions of AR
> System.
>
>
>
>
> -David J. Easter
> Sr. Product Manager, Service Management Business Unit
> BMC Software, Inc.
>
> The opinions, statements, and/or suggested courses of action expressed in
> this E-mail do not necessarily reflect those of BMC Software, Inc.  My
> voluntary participation in this forum is not intended to convey a role as a
> spokesperson, liaison or public relations representative for BMC Software,
> Inc.
>
>  __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers
> Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the
> Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where
> the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist:
> "Where the Answers Are" html___

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Re: Added an Image to a button but it doesn't show in Mid Tier

[John Atherly]

Did you flush the cache? 


John Atherly
American Power Conversion
[EMAIL PROTECTED]
401-789-5735 Ext. 2120
1-800-788-2208 Ext. 2120



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

01/25/2008 03:20 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Added an Image to a button but it doesn't show in Mid Tier






** 
I added an image to a button. It shows up in Remedy User but not in the 
Mid Tier. Do I have to add the file to my Mid Tier server somewhere?
Brian Sokol 
Manager, Desktop Services 
Scholastic Inc. 
557 Broadway 
NY, NY 10012 
(212) 343-6494 
http://www.Scholastic.com 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" 
html___

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Re: Lots of Attachments - RESOLVED

[Gayford, Matthew C.]

Great guys! Thanks.

 

-Matt

 

Matthew C. Gayford
Technology Research & Development
Information Technology Systems Division
University of North Carolina Wilmington 
(910) 962-7177

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Friday, January 25, 2008 2:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: Lots of Attachments - RESOLVED

 

** 

To add to Doug's comment, if you use a GUID instead of the Case ID,
which I do agree is a better idea (especially in case you want your
attachments saved before the parent ticket is created/submitted); do not
forget to index the field containing the GUID on the attachment form..
else a few months down the line when you are using the system with many
thousands of attachment records in the attachment form, you are
definitely going to have performance problems displaying the table field
and retrieving the attachments..

 

Cheers

 

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Tanner, Doug
Sent: Friday, January 25, 2008 1:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Lots of Attachments - RESOLVED

** 

One additional thing you might want to keep in mind

 

1.  You may wish to use a GUID instead of the Case ID, If
you wish to allow attachments when creating a case and prior to saving J


 

Doug Tanner

 





From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C.
Sent: Friday, January 25, 2008 1:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: Lots of Attachments - RESOLVED

 

Thanks for all the help and suggestions. I built a separate form
and a button to call it from the parent form. The button pushes the
request ID to the attachment form on open and a table on the parent form
only shows attachments related to that entry.

 

Thanks again!

 

-Matt

 

Matthew C. Gayford
Technology Research & Development
Information Technology Systems Division
University of North Carolina Wilmington 
(910) 962-7177

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tanner, Doug
Sent: Friday, January 25, 2008 11:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: Lots of Attachments

 

** 

I am a big believer in having a table field on my form that
references another form that holds the attachment. 

 

As then

1. I can have an unlimited number of attachments

2. Control access to each attachment - Who can view,
edit, remove

3. Enforce Business Rules about when and what types
of attachments must be present

4. Auditing

5. In/Out bound email attachments - tying these to
the correct record

6. etc

 

Doug Tanner

Remedy Skilled Professional (RSP)

Former - Remedy Approved Consultant (RAC)

 

 





From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C.
Sent: Friday, January 25, 2008 11:02 AM
To: arslist@ARSLIST.ORG
Subject: Lots of Attachments

 

Hello List,

 

I'm building a form on ARS and one of the requirements from the
client is an attachment pool. They want to have the ability to add up to
50 attachments. However, not every entry will actually use this many
attachments. In fact, most of the requests they enter in this form will
not use any of these attachment areas. 

 

Anyone have any suggestions for a work around? Or, just any
thoughts about the impact of having that many empty attachment areas out
there?

 

Regards,

 

-Matt

 

Matthew C. Gayford
Technology Research & Development
Information Technology Systems Division
University of North Carolina Wilmington 
(910) 962-7177

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html___ 


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Re: Added an Image to a button but it doesn't show in Mid Tier

[Joe D'Souza]

Added an Image to a button but it doesn't show in Mid TierNo but you
definitely must refresh the mid-tier cache from the mid-tier config tool or
wait for it to auto refresh..

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Sokol, Brian
  Sent: Friday, January 25, 2008 3:21 PM
  To: arslist@ARSLIST.ORG
  Subject: Added an Image to a button but it doesn't show in Mid Tier


  **
  I added an image to a button. It shows up in Remedy User but not in the
Mid Tier. Do I have to add the file to my Mid Tier server somewhere?

  Brian Sokol
  Manager, Desktop Services
  Scholastic Inc.
  557 Broadway
  NY, NY 10012
  (212) 343-6494
  http://www.Scholastic.com

No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.516 / Virus Database: 269.19.11/1243 - Release Date: 1/25/2008
11:24 AM

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Added an Image to a button but it doesn't show in Mid Tier

[Sokol, Brian]

I added an image to a button. It shows up in Remedy User but not in the
Mid Tier. Do I have to add the file to my Mid Tier server somewhere?

Brian Sokol
Manager, Desktop Services
Scholastic Inc.
557 Broadway
NY, NY 10012
(212) 343-6494
http://www.Scholastic.com


___
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Re: Poll @ BMC DN on Revision Control

[Easter, David]

This is a future conversation, but yes - the idea for the future is to
enable our customers to write the integration and thus you could
determine how the integration functioned.  We would supply some examples
of how to do a basic integration to the more popular revision control
products.
 
-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.
 


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Friday, January 25, 2008 11:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Poll @ BMC DN on Revision Control


** 
Is that to say that we have the capability to write those integrations
ourselves?  Or maybe even modify how one of the existing integrations
functions?



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Friday, January 25, 2008 12:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Poll @ BMC DN on Revision Control


** 
> 'Which Revision Control Product would you most prefer us to support'
 
You can answer that way if you wish - although note that it isn't really
"supporting" as much as it would be providing examples of how developers
can create an integration to their revision control product of choice.
We're trying to determine which revision control products are most
popular with our customers and thus create examples that would be of
benefit to the broadest audience.
 
Thanks,
 
-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Friday, January 25, 2008 10:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Poll @ BMC DN on Revision Control


** 
David,
Would you be willing to post a poll/modify this one of 'Which Revision
Control Product would you most prefer us to support'I think the
answers may be slightly different



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Friday, January 25, 2008 11:47 AM
To: arslist@ARSLIST.ORG
Subject: Poll @ BMC DN on Revision Control


** 
Hi All,
 
  We've posted a new poll on the BMC Developer's Network regarding your
use of a 3rd party revision control product.  You can find the poll at:
 
http://developer.bmc.com/jiveProd/poll.jspa?pollID=25
 
  If you're using a revision control product of some kind, we'd
appreciate your vote in the poll.  We'd like to use the information to
identify the most popular products our customers are using and help us
prioritize integration points for revision control systems in future
versions of AR System.
 
-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.
 
 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
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Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist:
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Re: Closing Incident from Requester Console

[Orndorff, Greg]

Elinore - Another option (probably not the one you're looking for
though) is to have the customer submit a work info entry from the
request letting the Assignee know to go ahead and close the
Request/Incident.

Greg 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Elinore AR
Sent: Tuesday, January 22, 2008 7:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: Closing Incident from Requester Console

Hi Lisa,

Thanks for your insight. The reason for wanting a quick close button
on the Requester Console is that, on our end (operating company), we
can only take the incident up to "complete/resolved" status. All of
our clients who logs their support issues on the console are the only
ones who can sign-off or "close" the issue once they feel that the
resolution we provided was acceptable. Otherwise they can re-open the
issue or cancel it (these 2 options already exist, just not the
"close" option.) Since they are clients, they will not have any access
to the Incident Management console and it would be counter-productive
for us if the client would keep calling us/sending us email requesting
to close the incident instead of just giving them the ability to do
so.

Elinore

On Jan 22, 10:43 pm, Lisa Westerfield <[EMAIL PROTECTED]>
wrote:
> Elinore,
>
> My initial curiosity makes me ask:
> - what audience do you want to quickly close incidents from here?
> - why do you want them to have a quick link vs opening the incident
and providing information before closing?  Considering that your support
groups are already working on them.
>
> Besides that... The purpose of the Requester Console is to provide a
portal for guests, or essentially any person with less than basic Remedy
access needs, so they may make requests for work.  The other consoles
are more intended to interract with requests by providing many more
options.
>
> In addition, the Requester Console actually displays 'request' records
which are related to incidents under the covers.  Those records are only
related to other incidents or changes if there is a record number in the
first column, otherwise it's still a request record with errors.
>
> From my experience, I wouldn't expect that a quick close option would
be as common from a console as the user should have to provide more
information for resolving or closing, which would require an additional
window pop or to open the record entirely.  As I said, "I wouldn't
expect it", because I've never experienced a situation where requesters
could influence a record once level 2 has begun work on it, without more
information. But then again, someone out there could be working
differently.
>
> Hope that is somewhat helpful.
> -Lisa
>
> - Original Message -
> From: Action Request System discussion list(ARSList)
<[EMAIL PROTECTED]>
> To: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
> Sent: Tue Jan 22 02:21:14 2008
> Subject: Closing Incident from Requester Console
>
> Hi all!
>
> I was wondering if anyone has ever done closing an incident from the
> Requester Console? Can anyone share their experience? I know that from
> the Requester  Console there is a Reopen and Cancel buttons  but no
> way to close the incident from there without having to go to the
> Incident Management Console and try to execute "Incident Closure"
> quick actions or open the incident itself and close it from there.
>
> Ideally I was wanting to bring the "Incident Closure" quick action to
> the Requester Console but it wasn't as easy as I thought. So I wanted
> to ask here if anyone else has successfully done something like this
> or if any of you has other ideas on how to accomplish this.
>
> TIA.
>
> Elinore
>
>

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Java 7.1 API Assistance

[LJ Longwing]

I'm trying to write something for Remedy in the 7.1 Java API.  I'm trying to
use the QualifierInfo object and having difficulty translating it to
something 'readable'.  I'm hoping someone has written something that takes
care of parsing the qual and turns what it gives you into something like

'Submitter' = "Demo" AND 'Create Date' > "1/1/2008"

Any and all assistance is appreciated in this endeavor

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Re: Poll @ BMC DN on Revision Control

[LJ Longwing]

Is that to say that we have the capability to write those integrations
ourselves?  Or maybe even modify how one of the existing integrations
functions?

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Friday, January 25, 2008 12:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Poll @ BMC DN on Revision Control


** 
> 'Which Revision Control Product would you most prefer us to support'
 
You can answer that way if you wish - although note that it isn't really
"supporting" as much as it would be providing examples of how developers can
create an integration to their revision control product of choice.  We're
trying to determine which revision control products are most popular with
our customers and thus create examples that would be of benefit to the
broadest audience.
 
Thanks,
 
-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed in
this E-mail do not necessarily reflect those of BMC Software, Inc.  My
voluntary participation in this forum is not intended to convey a role as a
spokesperson, liaison or public relations representative for BMC Software,
Inc.

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Friday, January 25, 2008 10:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Poll @ BMC DN on Revision Control


** 
David,
Would you be willing to post a poll/modify this one of 'Which Revision
Control Product would you most prefer us to support'I think the answers
may be slightly different

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Friday, January 25, 2008 11:47 AM
To: arslist@ARSLIST.ORG
Subject: Poll @ BMC DN on Revision Control


** 
Hi All,
 
  We've posted a new poll on the BMC Developer's Network regarding your use
of a 3rd party revision control product.  You can find the poll at:
 
http://developer.bmc.com/jiveProd/poll.jspa?pollID=25
 
  If you're using a revision control product of some kind, we'd appreciate
your vote in the poll.  We'd like to use the information to identify the
most popular products our customers are using and help us prioritize
integration points for revision control systems in future versions of AR
System.
 
-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed in
this E-mail do not necessarily reflect those of BMC Software, Inc.  My
voluntary participation in this forum is not intended to convey a role as a
spokesperson, liaison or public relations representative for BMC Software,
Inc.
 
 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers
Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the
Answers Are" html___ 

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Re: Lots of Attachments - RESOLVED

[Joe D'Souza]

To add to Doug's comment, if you use a GUID instead of the Case ID, which I
do agree is a better idea (especially in case you want your attachments
saved before the parent ticket is created/submitted); do not forget to index
the field containing the GUID on the attachment form.. else a few months
down the line when you are using the system with many thousands of
attachment records in the attachment form, you are definitely going to have
performance problems displaying the table field and retrieving the
attachments..

Cheers

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Tanner, Doug
  Sent: Friday, January 25, 2008 1:48 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Lots of Attachments - RESOLVED


  **
  One additional thing you might want to keep in mind



1.. You may wish to use a GUID instead of the Case ID, If you wish to
allow attachments when creating a case and prior to saving J


  Doug Tanner





--

  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C.
  Sent: Friday, January 25, 2008 1:33 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Lots of Attachments - RESOLVED



  Thanks for all the help and suggestions. I built a separate form and a
button to call it from the parent form. The button pushes the request ID to
the attachment form on open and a table on the parent form only shows
attachments related to that entry.



  Thanks again!



  -Matt



  Matthew C. Gayford
  Technology Research & Development
  Information Technology Systems Division
  University of North Carolina Wilmington
  (910) 962-7177



  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tanner, Doug
  Sent: Friday, January 25, 2008 11:48 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: Lots of Attachments



  **

  I am a big believer in having a table field on my form that references
another form that holds the attachment.



  As then

  1.   I can have an unlimited number of attachments

  2.   Control access to each attachment – Who can view,
edit, remove

  3.   Enforce Business Rules about when and what types of
attachments must be present

  4.   Auditing

  5.   In/Out bound email attachments – tying these to the
correct record

  6.   etc



  Doug Tanner

  Remedy Skilled Professional (RSP)

  Former – Remedy Approved Consultant (RAC)







--

  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C.
  Sent: Friday, January 25, 2008 11:02 AM
  To: arslist@ARSLIST.ORG
  Subject: Lots of Attachments



  Hello List,



  I’m building a form on ARS and one of the requirements from the client is
an attachment pool. They want to have the ability to add up to 50
attachments. However, not every entry will actually use this many
attachments. In fact, most of the requests they enter in this form will not
use any of these attachment areas.



  Anyone have any suggestions for a work around? Or, just any thoughts about
the impact of having that many empty attachment areas out there?



  Regards,



  -Matt



  Matthew C. Gayford
  Technology Research & Development
  Information Technology Systems Division
  University of North Carolina Wilmington
  (910) 962-7177

No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.516 / Virus Database: 269.19.11/1243 - Release Date: 1/25/2008
11:24 AM

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AIE 7.1: How to trigger archive of the source file after the flat file exchange completes

[Rabi Tripathi]

Hi guys,
After a scheduled data exchange from a flat file completes, I need to
archive the file to an archive location.

Any ideas on how to accomplish this?

What would trigger my archiving script? I see that on completing an
exchange, I can have another exchange be triggered, but can I have a shell
script be run or in any other way have the source file be moved away to an
archive location? I can't find a way to trigger my script.

TIA.
-- 
View this message in context: 
http://www.nabble.com/AIE-7.1%3A-How-to-trigger-archive-of-the-source-file-after-the-flat-file-exchange-completes-tp15095027p15095027.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: Remedy WAP capabilities

[Robert Molenda]

Well, my first thought is to spend $$ and use something like aeroprise
mobility product / solution which is quite nice looking, etc. (Note: I have
NOT personally used/installed it, just looked at the product at the
road-shows, etc, maybe another lister-er can respond on that...)

Next to spending $$, my next suggestion is to create specific views of the
forms for BlackBerry or Cell-Phone-web usage. You can strip the forms down
to simple & small scale, etc. Reduce functionality, etc.

Another option is to create 'helper forms' to re-display the content of the
ITSM forms, this way you do not get in and muck around with the ITSM
forms...

You can always detect the client / browser at the web-server and force a
re-direct to specific views, etc.

HTH
Robert



On Jan 25, 2008 1:47 AM, Hugo Visser <[EMAIL PROTECTED]> wrote:

> ** I suspect that the client-type is only valid when coming through the
> remedy wireless product, which I think is discontinued. Remedy wireless
> supplied WAP access to the AR System.
>
> Hugo
>
>
> On Jan 25, 2008 1:34 AM, Joe D'Souza <[EMAIL PROTECTED]> wrote:
>
> > Not that I heard of but one of the $client-types$ is for wireless
> > devices..
> >
> > Maybe you could make special WAP page views for those specific
> > applications
> > that your WAP users are likely to access?
> >
> > Joe
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:[EMAIL PROTECTED] Behalf Of Grooms, Frederick W
> > Sent: Thursday, January 24, 2008 5:03 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Remedy WAP capabilities
> >
> >
> > Here is one for the list...
> >
> > Scenario:   Boss just got a Blackberry (my first thought was "Great,
> > more work for me").  He can access the Mid-Tier web page but he says the
> > buttons don't work correctly and the page is confusing.
> >
> > Is there a WAP translator/interface available to go along with Mid-Tier
> > that does not require an application to be downloaded to the device?
> > Something that will take our tabbed forms and make them cards in a deck?
> >
> > Fred
> >
> > No virus found in this outgoing message.
> > Checked by AVG Free Edition.
> > Version: 7.5.516 / Virus Database: 269.19.10/1241 - Release Date:
> > 1/24/2008
> > 9:58 AM
> >
> >
> >
> > ___
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> >
>
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Re: Poll @ BMC DN on Revision Control

[Easter, David]

> 'Which Revision Control Product would you most prefer us to support'
 
You can answer that way if you wish - although note that it isn't really
"supporting" as much as it would be providing examples of how developers
can create an integration to their revision control product of choice.
We're trying to determine which revision control products are most
popular with our customers and thus create examples that would be of
benefit to the broadest audience.
 
Thanks,
 
-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Friday, January 25, 2008 10:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Poll @ BMC DN on Revision Control


** 
David,
Would you be willing to post a poll/modify this one of 'Which Revision
Control Product would you most prefer us to support'I think the
answers may be slightly different



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Friday, January 25, 2008 11:47 AM
To: arslist@ARSLIST.ORG
Subject: Poll @ BMC DN on Revision Control


** 
Hi All,
 
  We've posted a new poll on the BMC Developer's Network regarding your
use of a 3rd party revision control product.  You can find the poll at:
 
http://developer.bmc.com/jiveProd/poll.jspa?pollID=25
 
  If you're using a revision control product of some kind, we'd
appreciate your vote in the poll.  We'd like to use the information to
identify the most popular products our customers are using and help us
prioritize integration points for revision control systems in future
versions of AR System.
 
-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.
 
 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the
Answers Are" html___ 

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Re: Poll @ BMC DN on Revision Control

[Axton]

I use subversion in and out of work.

 CVS is old and needed to be revamped
 CVSNT I've never heard of
 ClearCase I don't know anything about
 Perforce I don't know anything about
 PVCS is overpriced
 Razor never heard of
 Synergy never heard of
 Visual Source Safe is written by MS

Axton Grams

On Jan 25, 2008 1:55 PM, Carey Matthew Black <[EMAIL PROTECTED]> wrote:
> Is it to late to maybe get another option added to the poll?
>
> Subversion
>
> A lot like CVS... but better. In fact based on the idea that:
>
> REF: http://subversion.tigris.org/
> "Subversion is meant to be a better CVS, so it has most of CVS's
> features. Generally, Subversion's interface to a particular feature is
> similar to CVS's, except where there's a compelling reason to do
> otherwise."
>
> --
> 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 25, 2008 1:47 PM, Easter, David <[EMAIL PROTECTED]> wrote:
> > **
>
>
>
> >
> > Hi All,
> >
> >   We've posted a new poll on the BMC Developer's Network regarding your use
> > of a 3rd party revision control product.  You can find the poll at:
> >
> > http://developer.bmc.com/jiveProd/poll.jspa?pollID=25
> >
> >   If you're using a revision control product of some kind, we'd appreciate
> > your vote in the poll.  We'd like to use the information to identify the
> > most popular products our customers are using and help us prioritize
> > integration points for revision control systems in future versions of AR
> > System.
> >
> >
> >
> >
> > -David J. Easter
> > Sr. Product Manager, Service Management Business Unit
> > BMC Software, Inc.
> >
> > The opinions, statements, and/or suggested courses of action expressed in
> > this E-mail do not necessarily reflect those of BMC Software, Inc.  My
> > voluntary participation in this forum is not intended to convey a role as a
> > spokesperson, liaison or public relations representative for BMC Software,
> > Inc.
> >
> >   __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > html___
>
> ___
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>
>
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Re: Poll @ BMC DN on Revision Control

[Carey Matthew Black]

Is it to late to maybe get another option added to the poll?

Subversion

A lot like CVS... but better. In fact based on the idea that:

REF: http://subversion.tigris.org/
"Subversion is meant to be a better CVS, so it has most of CVS's
features. Generally, Subversion's interface to a particular feature is
similar to CVS's, except where there's a compelling reason to do
otherwise."

-- 
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 25, 2008 1:47 PM, Easter, David <[EMAIL PROTECTED]> wrote:
> **
>
> Hi All,
>
>   We've posted a new poll on the BMC Developer's Network regarding your use
> of a 3rd party revision control product.  You can find the poll at:
>
> http://developer.bmc.com/jiveProd/poll.jspa?pollID=25
>
>   If you're using a revision control product of some kind, we'd appreciate
> your vote in the poll.  We'd like to use the information to identify the
> most popular products our customers are using and help us prioritize
> integration points for revision control systems in future versions of AR
> System.
>
>
>
>
> -David J. Easter
> Sr. Product Manager, Service Management Business Unit
> BMC Software, Inc.
>
> The opinions, statements, and/or suggested courses of action expressed in
> this E-mail do not necessarily reflect those of BMC Software, Inc.  My
> voluntary participation in this forum is not intended to convey a role as a
> spokesperson, liaison or public relations representative for BMC Software,
> Inc.
>
>   __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: Poll @ BMC DN on Revision Control

[LJ Longwing]

David,
Would you be willing to post a poll/modify this one of 'Which Revision
Control Product would you most prefer us to support'I think the answers
may be slightly different

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Friday, January 25, 2008 11:47 AM
To: arslist@ARSLIST.ORG
Subject: Poll @ BMC DN on Revision Control


** 
Hi All,
 
  We've posted a new poll on the BMC Developer's Network regarding your use
of a 3rd party revision control product.  You can find the poll at:
 
http://developer.bmc.com/jiveProd/poll.jspa?pollID=25
 
  If you're using a revision control product of some kind, we'd appreciate
your vote in the poll.  We'd like to use the information to identify the
most popular products our customers are using and help us prioritize
integration points for revision control systems in future versions of AR
System.
 
-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed in
this E-mail do not necessarily reflect those of BMC Software, Inc.  My
voluntary participation in this forum is not intended to convey a role as a
spokesperson, liaison or public relations representative for BMC Software,
Inc.
 
 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
html___ 

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Re: Resp to Gidd/Bouyant/ADV: Xtreme/Dashboard

[Carey Matthew Black]

Hum... ok... So how much does that cost? And what _exactly_ can I use it for?

AKA: If I want "ESS" it costs "W"?
AKA: If I only want "Xtreme Console" it costs "X"?
AKA: If I only want "Dashboard" it costs "Y"?

*Note:* A pet peeve of mine is web sites that "sell" something without
identifying cost. You (the web site) are trying to get me to buy
something and one part of that decision has to deal with how much it
costs me. If I have to go out of my way to figure that part out then I
will likely find someone else to give my money too. ( Someone who
requires less work from me to get my money.)


I saw some feedback about the "Flex apps" (er... "Xtreme Console")
being part of the ESS application at no cost. But in the ARS universe
I think we(ARS customers) are "normal" in expecting to be able to
tweak, fettle, and squeeze any "ARS" things too. So maybe some
communications could be releases about the possibility (if it exists)
for a ESS application owner (or an "Dashboard" owner) to extend the
"ESS"/"Xtreme Console"/"Dashboard" to an arbitrary ARS form? ( You can
address something as specific as an OOB application, but I would be
more interested in the more general case of a new tool for use with
the rest of the toolbox.)

Maybe I am jumping the gun here? If this is "Beta" maybe the
docs/pricing have not been written yet? If so... that is ok... You can
admit that without "loosing any points" with me. Writing good
documentation is hard. :) ( Really, I do mean that. )

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

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

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Re: Resp to Gidd/Bouyant/ADV: Xtreme/Dashboard

[Tanner, Doug]

Right on Tim, Competition is good! Remember Rem-Mail :)
Doug

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tim Widowfield
Sent: Friday, January 25, 2008 12:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Resp to Gidd/Bouyant/ADV: Xtreme/Dashboard

Full disclosure:  I'm not Gidd, I don't even look like Gidd, and I'm not
writing on his behalf.  However, I am involved in this project, and --
as usual
-- I have some opinions on the matter.

I will agree that Mid Tier is pretty impressive for what it does.  If
you
compare it to the original AR Web (shudder), it's an amazing feat of
software
engineering.  Still, MT does have its problems.

Again, I'm not speaking on behalf of Buoyant; these are just my thoughts
on the
subject.  I don't see our Flex apps as replacing BMC's clients -- either
the
User Tool or the Mid Tier.  I see as complements.  For example, in those
environments where the user community is predominantly running Macintosh
machines with Safari browsers, it's a good fit.  Sure, the help desk
still runs
the User Tool, and maybe some other users work with the Mid Tier, but
for the
organization's at-large community, a nice flash-based requester console
may be
exactly the right tool for the job.

So your statement, "[It's] like using the AR System solely as an
enhanced DB"
misses the point.  The underlying workflow engine -- AR System -- is in
full
force, and the people who work the support calls are still using all the
power
of the User Tool.

On the other hand, I think our dashboard applications *are* in direct
competition with Flashboards.  But perhaps a little competition in this
area
will be good for AR System customers.

But again, that's just my opinion.  Have nice weekend, everybody!

--Tim


--- Hugo Visser <[EMAIL PROTECTED]> wrote:

> Gidd,
> 
> OK, sure it's a nice flex/flash app, sure JSS does a good job
supplying
> data, but from an AR System perspective it has not much to do with AR
System
> any more. What makes AR System strong IMHO is that you can create a UI
and
> serve it up in the WUT or the Mid-Tier. And I agree that MT might not
be the
> best webapp around, but for what it does it is pretty impressive (aka
> emulate a "legacy" client on the web).
> 
> To me this kind of apps is like using the AR System solely as an
enhanced
> DB, which might be OK for the specialized case. But if you are going
down
> that road for all your apps you should question why you are using AR
System
> at all.
> 
> But you have a nice tech showcase here, which is still a bit rough in
the
> usability area, but I assume that you'll work out those details along
the
> road.
> 
> Totally off topic, but one other small remark is that you and David
might
> consider to coordinate the posting of ads on the list :) (it just
looked
> silly to me to make two announcements)
> 
> Hugo
> 
> On Jan 25, 2008 2:15 AM, Gidd <[EMAIL PROTECTED]> wrote:
> 
> > Matt,
> >
> > Yup you guessed it Flash.  Wanna guess what development tool we
used?
> > Not sure what you mean show stopper?
> >
> > Did you mention FireFox Beta ?  I am using FireFox 2 and see no
issue?
> >
> > Does it work on your MAC ?
> >
> > Yup it looks kinda line a MAC UI, but I am not sure that is a bad
thing?
> >
> > I have a small iBook (ancient really) and min RAM and performance is
> > more then acceptable.  Truly the XML Gateway integration makes the
> > application
> > rock I think?  Guess I could be wrong.  If you haven't looked at
JSS's
> > tool lately I'd recommend a second look.
> >
> > Did you notice our ability to select a list of tickets and then open
> > Excel and Paste ?  How about something as simple as an attachment or
note
> > while in the browser ?  Ok the Yahoo Map is over the top but you
know
> > maybe
> > if we linked the ticket to the requester's address we could print
out a
> > map
> > for the guy...
> >
> >
> > So, does it look anything link Remedy MT to you ?
> > Ah, that was intentional!
> >
> >
> > Honestly, we are way over the top here and this is breaking new
ground,
> > what
> > do you really think ...
> >
> > Thanks for your input it is appreciated.
> >
> >
> > Regards...Gidd
> >
> >
> >
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
> > Sent: Thursday, January 24, 2008 12:28 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Resp to Gidd/Bouyant/ADV: Xtreme/Dashboard
> >
> > The UI is all Flash?!?!? Really? That by itself looks like a show
stopper
> > to
> > me.
> > I was using Firefox v3. (beta 2)
> >
> > But from what I did see...
> >  The UI looked kind of "MAC" ish in nature/color
> >Even the "user color preference icon (the ball of colors in the
upper
> > right corner) looked MAC'ish to me.
> >  The tab order in a few places looked kind of "wrong" (did not move
how I
> > expected it to)
> >  There were some conditions that I clicked on "links"/nav bar t

Re: ITSM 7.02 Notifications Built In

[T. Dee]

If you want only to turn off some of the notifications on a "per
person" basis the only way to do it is open the People Form and pull
up the record of the person who does not want Broadcast Notification
(for example) and follow these instructions

1.  click on the update notification preferences button.
2.  click the create button.
3.  fill in the fields of the notification exactly as the notification
that you don't want and make sure you set the notification method to
"NONE".
4.  click the add button.

This notification will override the system notification for that
individual that you updated.

Yes, I know what you are thinking - this does not make sense - I feel
the same way, but that is how Remedy has done this.

It is much easier to turn the Notification off for everyone that on a
per user basis.

Ty


On 1/25/08, Lammey, Peter A. <[EMAIL PROTECTED]> wrote:
> **
> OK.  Didnt catch the Event Name was also in SYS:Notification Events.
> There doesnt happen to be a join between CFG:NTE-Notification Events and
> SYS:Notification Events is there?
>
>
>
> Thanks
> Peter Lammey
> ESPN MIT Technical Services & Applications Management
> 860-766-4761
>
> 
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
> Sent: Friday, January 25, 2008 10:33 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: ITSM 7.02 Notifications Built In
>
> **
> Peter, what if you changed the Notification Event Type in the
> NTE:CFG-Notification Events form from System Default to User - would that
> enable the users' ability to opt out of individual notifications (on the
> People form)?
>
> Just match up the Notification Event fields in that form to the one in the
> SYS:Notification Events form.
>
> Rick
> On 1/25/08, Lammey, Peter A. <[EMAIL PROTECTED]> wrote:
> > **
> >
> >
> > We just rolled out Remedy ARSystem 7.01 and ITSM 7.02 to our user
> community early last week.
> > Following the release we had a number of production issues and bugs to
> work out but among these there were quite a few concerns and complaints from
> users that indicated that now they receive way too many emails for Change
> tickets and Incident tickets from the system.
> >
> > A decision was made to go live with ITSM 7.02 with the out of box
> notifications all for the most part to stay as is but now people saw that it
> is an overkill.
> >
> > I can see that you can reduce this by turning off these notification
> scenarios and setup in CFG:NTE-Notification Events but looking through each
> event for each application it is difficult to know when these fire, where
> they are sent to (based on the various roles for Incident and Change), and
> what content is included with each notification event based on which
> Notification Message Tag it is linked to (in SYS:Notification Messages).
> >
> > Does anyone know of a whitepaper or some helpful guide on understanding
> this so that administrators can communicate to their users knowledgebly on
> the effort and impact for changing this?
> >
> >
> > Thanks
> > Peter Lammey
> > ESPN MIT Technical Services & Applications Management
> > 860-766-4761 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the
> Answers Are" html___
>
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Re: Lots of Attachments - RESOLVED

[Tanner, Doug]

One additional thing you might want to keep in mind

 

1.  You may wish to use a GUID instead of the Case ID, If you wish
to allow attachments when creating a case and prior to saving :-)

 

Doug Tanner

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C.
Sent: Friday, January 25, 2008 1:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: Lots of Attachments - RESOLVED

 

Thanks for all the help and suggestions. I built a separate form and a
button to call it from the parent form. The button pushes the request ID
to the attachment form on open and a table on the parent form only shows
attachments related to that entry.

 

Thanks again!

 

-Matt

 

Matthew C. Gayford
Technology Research & Development
Information Technology Systems Division
University of North Carolina Wilmington 
(910) 962-7177

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tanner, Doug
Sent: Friday, January 25, 2008 11:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: Lots of Attachments

 

** 

I am a big believer in having a table field on my form that references
another form that holds the attachment. 

 

As then

1.   I can have an unlimited number of attachments

2.   Control access to each attachment - Who can view,
edit, remove

3.   Enforce Business Rules about when and what types of
attachments must be present

4.   Auditing

5.   In/Out bound email attachments - tying these to the
correct record

6.   etc

 

Doug Tanner

Remedy Skilled Professional (RSP)

Former - Remedy Approved Consultant (RAC)

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C.
Sent: Friday, January 25, 2008 11:02 AM
To: arslist@ARSLIST.ORG
Subject: Lots of Attachments

 

Hello List,

 

I'm building a form on ARS and one of the requirements from the client
is an attachment pool. They want to have the ability to add up to 50
attachments. However, not every entry will actually use this many
attachments. In fact, most of the requests they enter in this form will
not use any of these attachment areas. 

 

Anyone have any suggestions for a work around? Or, just any thoughts
about the impact of having that many empty attachment areas out there?

 

Regards,

 

-Matt

 

Matthew C. Gayford
Technology Research & Development
Information Technology Systems Division
University of North Carolina Wilmington 
(910) 962-7177

 

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e-mail by anyone other than the intended recipient is strictly
prohibited. Finally, you should check this email and any attachments for
the presence of viruses, as the sender accepts no liability for any
damage caused by any virus transmitted by this email. Thank you. 

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Answers Are" html___

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DISCLAIMER Important! This message is intended for the above named person(s) 
only and is CONFIDENTIAL AND PROPRIETARY. If you are not the intended recipient 
of this e-mail and have received it in error, please immediately notify the 
sender by return email and then delete it from your mailbox. This message may 
be protected by the attorney-client privilege and/or work product doctrine.  
Accessing, copying, disseminating or re-using any of the information contained 
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Poll @ BMC DN on Revision Control

[Easter, David]

Hi All,
 
  We've posted a new poll on the BMC Developer's Network regarding your
use of a 3rd party revision control product.  You can find the poll at:
 
http://developer.bmc.com/jiveProd/poll.jspa?pollID=25
 
  If you're using a revision control product of some kind, we'd
appreciate your vote in the poll.  We'd like to use the information to
identify the most popular products our customers are using and help us
prioritize integration points for revision control systems in future
versions of AR System.
 
-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.
 
 

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Re: Resp to Gidd/Bouyant/ADV: Xtreme/Dashboard

[Tim Widowfield]

Matt,

I'm sorry you see Flash as a show-stopper.  For other it's a ... show-starter?

We settled on Flash as our best bet on the next-generation UI for RIAs not
because it's "cool," but because it's finally become clear that Ajax has gone
about as far as it can -- but it just isn't good enough.  Flash is ubiquitous,
and it's the same wherever you go.  (True, mobile devices have lagged a bit,
but Adobe should rectify these issues soon.)

We're not alone in our grim assessment of Ajax and our hopeful prediction of
where the web is headed.  I encourage you to read Bruce Eckel's fine comments
on "Hybridizing Java"
(http://www.artima.com/weblogs/viewpost.jsp?thread=193593).  He cites the
failure of Java applets, and describes how Ajax, while interesting, simply
doesn't cut it.  Note, especially, the section entitled "The Web Is a Mess."

Microsoft's Silverlight may muddy the waters a bit in the coming months, but I
think they're far too late to the game.  As I see it right now, Flash is where
it's at.

--Tim

--- Carey Matthew Black <[EMAIL PROTECTED]> wrote:

> The UI is all Flash?!?!? Really? That by itself looks like a show stopper to
> me.
> I was using Firefox v3. (beta 2)
> 
> But from what I did see...
>   The UI looked kind of "MAC" ish in nature/color
> Even the "user color preference icon (the ball of colors in the
> upper right corner) looked MAC'ish to me.
>   The tab order in a few places looked kind of "wrong" (did not move
> how I expected it to)
>   There were some conditions that I clicked on "links"/nav bar things
> where "nothing happened" (because I was already in that mode/branch,
> but I was trying to "go back a step/page" in that mode/branch)
>   Return on a "button" did not activate the button. (on the "Add a new
> Note" pop-up/div tag/in page thing...)
> 
> 
> But I wonder about ADA compliance and the possibility of mobile
> browser support. (Do those browsers have enough RAM/DISK/Flash support
> to even try this ARS web client?)
> 
> 
> shrug... it is "flashy".
> (But I did not see any spinning or flaming things... Where are the
> spinning things? Where are the flaming things :) )
> 
> 
> I also did not see a price tag on this client... any info on that?
> 
> -- 
> Carey Matthew Black
> Remedy Skilled Professional (RSP)
> ARS = Action Request System(Remedy)
> 
> Love, then teach
> Solution = People + Process + Tools
> Fast, Accurate, Cheap Pick two.
> 
>
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Re: Lots of Attachments - RESOLVED

[Gayford, Matthew C.]

Thanks for all the help and suggestions. I built a separate form and a
button to call it from the parent form. The button pushes the request ID
to the attachment form on open and a table on the parent form only shows
attachments related to that entry.

 

Thanks again!

 

-Matt

 

Matthew C. Gayford
Technology Research & Development
Information Technology Systems Division
University of North Carolina Wilmington 
(910) 962-7177

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tanner, Doug
Sent: Friday, January 25, 2008 11:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: Lots of Attachments

 

** 

I am a big believer in having a table field on my form that references
another form that holds the attachment. 

 

As then

1. I can have an unlimited number of attachments

2. Control access to each attachment - Who can view, edit,
remove

3. Enforce Business Rules about when and what types of
attachments must be present

4. Auditing

5. In/Out bound email attachments - tying these to the
correct record

6. etc

 

Doug Tanner

Remedy Skilled Professional (RSP)

Former - Remedy Approved Consultant (RAC)

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C.
Sent: Friday, January 25, 2008 11:02 AM
To: arslist@ARSLIST.ORG
Subject: Lots of Attachments

 

Hello List,

 

I'm building a form on ARS and one of the requirements from the client
is an attachment pool. They want to have the ability to add up to 50
attachments. However, not every entry will actually use this many
attachments. In fact, most of the requests they enter in this form will
not use any of these attachment areas. 

 

Anyone have any suggestions for a work around? Or, just any thoughts
about the impact of having that many empty attachment areas out there?

 

Regards,

 

-Matt

 

Matthew C. Gayford
Technology Research & Development
Information Technology Systems Division
University of North Carolina Wilmington 
(910) 962-7177

 

DISCLAIMER Important! This message is intended for the above named
person(s) only and is CONFIDENTIAL AND PROPRIETARY. If you are not the
intended recipient of this e-mail and have received it in error, please
immediately notify the sender by return email and then delete it from
your mailbox. This message may be protected by the attorney-client
privilege and/or work product doctrine. Accessing, copying,
disseminating or re-using any of the information contained in this
e-mail by anyone other than the intended recipient is strictly
prohibited. Finally, you should check this email and any attachments for
the presence of viruses, as the sender accepts no liability for any
damage caused by any virus transmitted by this email. Thank you. 

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


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Re: Known Bugs in ITSM 7.0.02/3 Patch 006

[Rick Cook]

Well, I can't say that it's ALL Greek to me, but either UNT has a foreign
campus in Athens (Greece, not Georgia), their means of encrypting sensitive
data could use modernization, or Chris had time to learn how to translate
Remedy into Greek.  ;->

The English part of it was pretty good info, though.

Rick

On 1/25/08, strauss <[EMAIL PROTECTED]> wrote:
>
> **
>
> I am in the final stages of building a clean production server, and
> besides migrating my customizations I want to apply any known fixes /
> workarounds to bugs that have persisted beyond Patch 006.  Has anyone
> built a list of these bugs and workarounds, especially those provided to
> you by BMC Support when they have logged a defect?  The only ones I know
> of and have applied so far are:
>
>  Corrected Forms
>
>
>
> CTM:CFG-ApplicationPreferences
>
> ·Remove missing menu INT:FNDSRM:WorkOrderRoleLabel-Q from
> attributes of field Work Order Role (302886800) in the *Dialog Console *and
> the *Default User View *or* Dialog View* views.
>
>
>
>  I _think_ this only shows up when you open the form directly in the User
> Tool as an admin to change the System Default record values or browse the
> existing records, but it is still wrong - the referenced menu does not exist
> on the server.
> Corrected Active Links
>
>
>
> COM:Company display problem for People tab in UNT Customers company(People 
> tab tries to display 140,000 records when the primary customer
> company is selected).
>
> ISS03157877 Solution from BMC Support:
>
> ·Disable Active Link FND:CPY:DynamicTableSetFoundation005
>
> o   AL sets 6 search keywords for all table fields so People tab
> searches all records
>
> ·Create * FND:CPY:DynamicTableSetFoundation005 with Run If:
> statement
>
> o   AL sets 6 search keywords for all table fields if 'Company' !=
> "UNT Customers"
>
> ·Create +FND:CPY:DynamicTableSetFoundation005 with Run If:
> statement
>
> o   AL sets 5 search keywords for all table fields EXCEPT PEOPLE if
> the 'Company' = "UNT Customers"
>
>
>
> Alternative solutions are to put a static qualification on the People
> table field, or change the Max Rows.  It is already set for data chunking
> but isn't able to use it.
>
>
>
> Searching Incidents by Assigned Group differs between Selection from menu
> and pasting into field or advanced qualification.
>
> ISS03209657 Solution from BMC Support - defect #SW00282903..
>
> ·Disable Active Link HPD:INC:ASGGRP_010_ClearSetFlds
>
> ·Create *HPD:INC:ASGGRP_010_ClearSetFlds with second Set Fields
> action removed.
>
>
>
> If anyone knows of any others, please send me the details of the
> workaround.  My primary focus is Service Desk 7.0.02.006, but I also have
> Change Management 7.0.02.006, Service Level Management 7.1, and Remedy
> Knowledge Management 7.2 installed.
>
>
>
> Christopher Strauss, Ph.D.
>
> Call Tracking Administration Manager
>
> University of North Texas Computing & IT Center
>
> http://itsm.unt.edu/
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Re: Known Bugs in ITSM 7.0.02/3 Patch 006

[Harry Pugh]

I'm running 7.0.02 patch 6 and we recently had to implement the
following patch:

 

Problem: When moving an incident to Incident Closure, the Product
Categorization's Product Name field was blanked out. 

Fix: Modify the Active Link HPD:INC:VISAction_141_ModifyGoToClosureDlg ,
within the If Actions select the "Open Window" action and then in the
Field Mapping window, find "Product Name" and note that it needs to be
changed from "$Product Model/Version$" to "$Product Name$".

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Friday, January 25, 2008 1:14 PM
To: arslist@ARSLIST.ORG
Subject: Known Bugs in ITSM 7.0.02/3 Patch 006

 

** 

I am in the final stages of building a clean production server, and
besides migrating my customizations I want to apply any known fixes /
workarounds to bugs that have persisted beyond Patch 006.  Has anyone
built a list of these bugs and workarounds, especially those provided to
you by BMC Support when they have logged a defect?  The only ones I know
of and have applied so far are:

 

 


Corrected Forms


 

CTM:CFG-ApplicationPreferences

*Remove missing menu INT:FNDSRM:WorkOrderRoleLabel-Q from
attributes of field Work Order Role (302886800) in the Dialog Console
and the Default User View or Dialog View views.

 

I _think_ this only shows up when you open the form directly in the User
Tool as an admin to change the System Default record values or browse
the existing records, but it is still wrong - the referenced menu does
not exist on the server.


Corrected Active Links


 

COM:Company display problem for People tab in UNT Customers company
(People tab tries to display 140,000 records when the primary customer
company is selected).

ISS03157877 Solution from BMC Support:

*Disable Active Link FND:CPY:DynamicTableSetFoundation005

o   AL sets 6 search keywords for all table fields so People tab
searches all records

*Create * FND:CPY:DynamicTableSetFoundation005 with Run If:
statement

o   AL sets 6 search keywords for all table fields if 'Company' !=
"UNT Customers"

*Create +FND:CPY:DynamicTableSetFoundation005 with Run If:
statement

o   AL sets 5 search keywords for all table fields EXCEPT PEOPLE if
the 'Company' = "UNT Customers"

 

Alternative solutions are to put a static qualification on the People
table field, or change the Max Rows. It is already set for data chunking
but isn't able to use it.

 

Searching Incidents by Assigned Group differs between Selection from
menu and pasting into field or advanced qualification.

ISS03209657 Solution from BMC Support - defect #SW00282903..

*Disable Active Link HPD:INC:ASGGRP_010_ClearSetFlds

*Create *HPD:INC:ASGGRP_010_ClearSetFlds with second Set Fields
action removed.

 

If anyone knows of any others, please send me the details of the
workaround. My primary focus is Service Desk 7.0.02.006, but I also have
Change Management 7.0.02.006, Service Level Management 7.1, and Remedy
Knowledge Management 7.2 installed.

 

Christopher Strauss, Ph.D.

Call Tracking Administration Manager

University of North Texas Computing & IT Center

http://itsm.unt.edu/   

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

Mike Pugh
Software Engineer

AMERICAN SYSTEMS
13990 Parkeast Circle
Chantilly, VA 20151
www.AmericanSystems.com

phone: (703) 968-5265
mobile: (203) 434-5082
[EMAIL PROTECTED]

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Awards" 

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<>

Re: Impact of changing the Urgency, Impact and Priority Fields

[Rick Cook]

No, it isn't completely done that way in ITSM - there are still some
selection fields (like Impact, Urgency, etc.) in forms.  I'm not saying that
it should or should not be one way or the other, but there's enough there to
use as a model.

Rick


On 1/25/08, Viswanathan Balakumar <[EMAIL PROTECTED]> wrote:
>
> **
>
> Rick,
>
> That is a very good point. TNX.
>
> But the Data-Driven Solution is not completely in place right?
>
> Impact, Urgency and Priority in Helpdesk form are selection field, where
> we can change the values through admin only.
>
> Any idea where these data (in SYS:Menu Items) for the Impact, Urgency and
> Priority are used ?
>
> Thanks,
>
> VB
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Rick Cook
> *Sent:* Friday, January 25, 2008 12:19 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Impact of changing the Urgency, Impact and Priority Fields
>
>
>
> **
>
> If you look at the SYS:Menu Items form (for those of you with ITSM 7), you
> can get an idea of what a data-driven solution for those fields would be
> like.
>
>
>
> Rick
>
>
> On 1/25/08, *patrick zandi* <[EMAIL PROTECTED]> wrote:
>
> **
>
> FYI,
>
> This might have a significant affect on your next upgrade!
>
> Unless you are planning on living there.
> -- now There might be a way, but I have not found it yet.
>
>
> On 1/25/08, *T. Dee* <[EMAIL PROTECTED]> wrote:
>
> Viswanathan - I would recommend against this.  I have a client that
> wants the same thing, but it touches far to much workflow.  The reward
> vs. effort in my opinion is not worth it.
>
>
>
> On 1/25/08, Viswanathan Balakumar <[EMAIL PROTECTED] > wrote:
> > **
> >
> >
> > HI ALL,
> >
> >
> >
> > In ITSM 7.0,
> >
> >
> >
> > One of the Customer Request is to change the values (Like low, medium,
> high,
> > critical to something like low, minor, major, severe) for the Impact,
> > Urgency and Priority fields in Incident & Problem forms.
> >
> >
> >
> > I am thinking like this will impact more workflow with in the Helpdesk
> form
> > and also modules like SLA and Reports.
> >
> >
> >
> > Does anybody experience\worked on similar customization?
> >
> >
> >
> > I like to get some information like
> >
> >
> >
> > 1) Does this change can be done with minimal impact and minimal
> > customization (say Less than 100 Man HRS) to the product?
> >
> > 2) A Rough idea of what are the forms, Workflow and the modules that
> will
> > get impact?
> >
> >
> >
> > As of my knowledge following functional areas will be impacted (to name
> > some):
> >
> > 1)   Prioritization form
> >
> > 2)   Incident Priority Weight Ranges
> >
> > 3)   SLAs
> >
> > 4)   Reports
> >
> >
> >
> > Do you think I am missing some more functionality that will get
> impacted?
> >
> >
> >
> >
> >
> > Thanks,
> >
> > VB
> >
> >  __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > html___
>
>
> ___
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>
>
>
>
>
> --
> Patrick Zandi
>
> Dev Technology Group -->   www.devtechnology.com
> Exceeding your Expectations ! __Platinum Sponsor: www.rmsportal.comARSlist: 
> "Where the Answers Are" html___
>
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
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Known Bugs in ITSM 7.0.02/3 Patch 006

[strauss]

I am in the final stages of building a clean production server, and
besides migrating my customizations I want to apply any known fixes /
workarounds to bugs that have persisted beyond Patch 006.  Has anyone
built a list of these bugs and workarounds, especially those provided to
you by BMC Support when they have logged a defect?  The only ones I know
of and have applied so far are:

Corrected Forms

 
CTM:CFG-ApplicationPreferences
*Remove missing menu INT:FNDSRM:WorkOrderRoleLabel-Q from
attributes of field Work Order Role (302886800) in the Dialog Console
and the Default User View or Dialog View views.
 
 I _think_ this only shows up when you open the form directly in the
User Tool as an admin to change the System Default record values or
browse the existing records, but it is still wrong - the referenced menu
does not exist on the server.

Corrected Active Links

 
COM:Company display problem for People tab in UNT Customers company
(People tab tries to display 140,000 records when the primary customer
company is selected).
ISS03157877 Solution from BMC Support:
*Disable Active Link FND:CPY:DynamicTableSetFoundation005
o   AL sets 6 search keywords for all table fields so People tab
searches all records
*Create * FND:CPY:DynamicTableSetFoundation005 with Run If:
statement
o   AL sets 6 search keywords for all table fields if 'Company' !=
"UNT Customers"
*Create +FND:CPY:DynamicTableSetFoundation005 with Run If:
statement
o   AL sets 5 search keywords for all table fields EXCEPT PEOPLE if
the 'Company' = "UNT Customers"
 
Alternative solutions are to put a static qualification on the People
table field, or change the Max Rows.  It is already set for data
chunking but isn't able to use it.
 
Searching Incidents by Assigned Group differs between Selection from
menu and pasting into field or advanced qualification.
ISS03209657 Solution from BMC Support - defect #SW00282903..
*Disable Active Link HPD:INC:ASGGRP_010_ClearSetFlds
*Create *HPD:INC:ASGGRP_010_ClearSetFlds with second Set Fields
action removed.
 
If anyone knows of any others, please send me the details of the
workaround.  My primary focus is Service Desk 7.0.02.006, but I also
have Change Management 7.0.02.006, Service Level Management 7.1, and
Remedy Knowledge Management 7.2 installed.
 
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/   

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Re: Resp to Gidd/Bouyant/ADV: Xtreme/Dashboard

[Tim Widowfield]

Full disclosure:  I'm not Gidd, I don't even look like Gidd, and I'm not
writing on his behalf.  However, I am involved in this project, and -- as usual
-- I have some opinions on the matter.

I will agree that Mid Tier is pretty impressive for what it does.  If you
compare it to the original AR Web (shudder), it's an amazing feat of software
engineering.  Still, MT does have its problems.

Again, I'm not speaking on behalf of Buoyant; these are just my thoughts on the
subject.  I don't see our Flex apps as replacing BMC's clients -- either the
User Tool or the Mid Tier.  I see as complements.  For example, in those
environments where the user community is predominantly running Macintosh
machines with Safari browsers, it's a good fit.  Sure, the help desk still runs
the User Tool, and maybe some other users work with the Mid Tier, but for the
organization's at-large community, a nice flash-based requester console may be
exactly the right tool for the job.

So your statement, "[It's] like using the AR System solely as an enhanced DB"
misses the point.  The underlying workflow engine -- AR System -- is in full
force, and the people who work the support calls are still using all the power
of the User Tool.

On the other hand, I think our dashboard applications *are* in direct
competition with Flashboards.  But perhaps a little competition in this area
will be good for AR System customers.

But again, that's just my opinion.  Have nice weekend, everybody!

--Tim


--- Hugo Visser <[EMAIL PROTECTED]> wrote:

> Gidd,
> 
> OK, sure it's a nice flex/flash app, sure JSS does a good job supplying
> data, but from an AR System perspective it has not much to do with AR System
> any more. What makes AR System strong IMHO is that you can create a UI and
> serve it up in the WUT or the Mid-Tier. And I agree that MT might not be the
> best webapp around, but for what it does it is pretty impressive (aka
> emulate a "legacy" client on the web).
> 
> To me this kind of apps is like using the AR System solely as an enhanced
> DB, which might be OK for the specialized case. But if you are going down
> that road for all your apps you should question why you are using AR System
> at all.
> 
> But you have a nice tech showcase here, which is still a bit rough in the
> usability area, but I assume that you'll work out those details along the
> road.
> 
> Totally off topic, but one other small remark is that you and David might
> consider to coordinate the posting of ads on the list :) (it just looked
> silly to me to make two announcements)
> 
> Hugo
> 
> On Jan 25, 2008 2:15 AM, Gidd <[EMAIL PROTECTED]> wrote:
> 
> > Matt,
> >
> > Yup you guessed it Flash.  Wanna guess what development tool we used?
> > Not sure what you mean show stopper?
> >
> > Did you mention FireFox Beta ?  I am using FireFox 2 and see no issue?
> >
> > Does it work on your MAC ?
> >
> > Yup it looks kinda line a MAC UI, but I am not sure that is a bad thing?
> >
> > I have a small iBook (ancient really) and min RAM and performance is
> > more then acceptable.  Truly the XML Gateway integration makes the
> > application
> > rock I think?  Guess I could be wrong.  If you haven't looked at JSS's
> > tool lately I'd recommend a second look.
> >
> > Did you notice our ability to select a list of tickets and then open
> > Excel and Paste ?  How about something as simple as an attachment or note
> > while in the browser ?  Ok the Yahoo Map is over the top but you know
> > maybe
> > if we linked the ticket to the requester's address we could print out a
> > map
> > for the guy...
> >
> >
> > So, does it look anything link Remedy MT to you ?
> > Ah, that was intentional!
> >
> >
> > Honestly, we are way over the top here and this is breaking new ground,
> > what
> > do you really think ...
> >
> > Thanks for your input it is appreciated.
> >
> >
> > Regards...Gidd
> >
> >
> >
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
> > Sent: Thursday, January 24, 2008 12:28 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Resp to Gidd/Bouyant/ADV: Xtreme/Dashboard
> >
> > The UI is all Flash?!?!? Really? That by itself looks like a show stopper
> > to
> > me.
> > I was using Firefox v3. (beta 2)
> >
> > But from what I did see...
> >  The UI looked kind of "MAC" ish in nature/color
> >Even the "user color preference icon (the ball of colors in the upper
> > right corner) looked MAC'ish to me.
> >  The tab order in a few places looked kind of "wrong" (did not move how I
> > expected it to)
> >  There were some conditions that I clicked on "links"/nav bar things where
> > "nothing happened" (because I was already in that mode/branch, but I was
> > trying to "go back a step/page" in that mode/branch)
> >  Return on a "button" did not activate the button. (on the "Add a new
> > Note"
> > pop-up/div tag/in page thing...)
> >
> >
> > But I wonder about ADA compliance and 

Re: Impact of changing the Urgency, Impact and Priority Fields

[Viswanathan Balakumar]

Rick,

 

That is a very good point. TNX.

 

But the Data-Driven Solution is not completely in place right? 

 

Impact, Urgency and Priority in Helpdesk form are selection field, where we
can change the values through admin only.

 

Any idea where these data (in SYS:Menu Items) for the Impact, Urgency and
Priority are used ?

 

Thanks,

VB

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Friday, January 25, 2008 12:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Impact of changing the Urgency, Impact and Priority Fields

 

** 

If you look at the SYS:Menu Items form (for those of you with ITSM 7), you
can get an idea of what a data-driven solution for those fields would be
like.

 

Rick
 

On 1/25/08, patrick zandi <[EMAIL PROTECTED]> wrote: 

** 

FYI, 

This might have a significant affect on your next upgrade!

Unless you are planning on living there.
-- now There might be a way, but I have not found it yet.
 

On 1/25/08, T. Dee <[EMAIL PROTECTED]> wrote: 

Viswanathan - I would recommend against this.  I have a client that
wants the same thing, but it touches far to much workflow.  The reward 
vs. effort in my opinion is not worth it.



On 1/25/08, Viswanathan Balakumar <[EMAIL PROTECTED]
 > wrote:
> **
>
>
> HI ALL, 
>
>
>
> In ITSM 7.0,
>
>
>
> One of the Customer Request is to change the values (Like low, medium,
high,
> critical to something like low, minor, major, severe) for the Impact, 
> Urgency and Priority fields in Incident & Problem forms.
>
>
>
> I am thinking like this will impact more workflow with in the Helpdesk
form
> and also modules like SLA and Reports. 
>
>
>
> Does anybody experience\worked on similar customization?
>
>
>
> I like to get some information like
>
>
>
> 1) Does this change can be done with minimal impact and minimal 
> customization (say Less than 100 Man HRS) to the product?
>
> 2) A Rough idea of what are the forms, Workflow and the modules that will
> get impact?
>
>
>
> As of my knowledge following functional areas will be impacted (to name 
> some):
>
> 1)   Prioritization form
>
> 2)   Incident Priority Weight Ranges
>
> 3)   SLAs
>
> 4)   Reports
>
>
>
> Do you think I am missing some more functionality that will get impacted? 
>
>
>
>
>
> Thanks,
>
> VB
>
>  __Platinum Sponsor: www.rmsportal.com  
ARSlist: "Where the Answers Are"
> html___ 


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-- 
Patrick Zandi

Dev Technology Group -->   www.devtechnology.com
 
Exceeding your Expectations ! __Platinum Sponsor: www.rmsportal.com
  ARSlist: "Where the Answers Are" html___ 


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html___ 


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Re: Resp to Gidd/Bouyant/ADV: Xtreme/Dashboard

[Warren Baltimore]

I've got to say, after the 5 minute test drive I took, I was really
impressed.  I'm not sure that I see it much more than a "value-added"
component of ESS, but very cool!  I'm curious about one thing though, it's
not a technology that I have had much experience with, but my assumption is
that the only workflow it makes use of would be Filters  That correct?

Even if that is the extent of it, I'd say it's a worthwhile technology when
Speed is important.  It would not reduce the underlying AR System to a mere
DB as that workflow would still be available

Or am I getting this all wrong (wouldn't be the first time)?!?!?!?!?


On 1/25/08, David Sanders  wrote:
>
> **
>
> Hi All
>
>
>
> Well it's good to get some feedback, some positive and some critical.
> Here are a few responses to some of the comments. This is effectively a beta
> release and there will be some bugs – getting feedback on using an
> application is how it gets improved, so thanks for your comments.
>
>
>
> "It looks like a bit like a Mac application…" – actually, we can make it
> look like more or less any style we want – and that is the point, you can
> make it behave like a proper web application and change the look and feel to
> match corporate standards.
>
>
>
> "The Mid-Tier is pretty impressive because you can serve up the WUT UI in
> the web…" – as we all know, the Mid-Tier has problems with both performance
> and cross-platform/browser support.  For a comparison, login to both the
> Xtreme Console and the Mid-Tier Console on the same server and compare
> performance:
>
>
>
> Xtreme Console: http://www.buoyantsolutions.net/xtreme
>
> Mid-Tier: http://www.buoyantsolutions.net/support
>
>
>
> Username: Mary McDonald Password: us05gtst802unp
>
>
>
> This is a v7.1 Mid-Tier with prefetch configured.
>
>
>
> Could we rewrite the whole UI in this application? – probably Yes, but we
> wouldn't want to reinvent the wheel of what Remedy already does so well
> itself.  What Remedy currently doesn't do well is provide a simple fast and
> flexible interface for Requesters.
>
>
>
> "Will this work on a mobile device?..." – probably not, and we haven't
> tested it.  The latest release of Flash for mobiles is meant to be able to
> support this type of application, but we'd need to produce a different UI
> layout for that.  But you don't need to use Flash with this sort of
> integration.  For example, you could equally well use the XML Gateway and a
> PHP, DotNet etc. application to give access to the Remedy server.  For those
> interested, all transactions in our application go through the Remedy API as
> an authenticated user so permissions, licensing etc. and filter workflow are
> enforced. The test user above has a read license and the submitter mode on
> the server is set to locked. XML Gateway is also able to do transactions
> direct to the underlying database if needed.
>
>
>
> "Does it only work with ESS?" – the version in our website is connecting
> through to ESS.  However, the changes needed to make it connect to ITSM 6
> instead would be fairly minor – mainly just changing the xml query templates
> to point to the correct forms and fields.  The structure of ITSM7 is
> different and I am not familiar with it, but again it should be possible.
>
>
>
> "There is no information about costs…" – the application uses an OEM
> version of XML Gateway from JSS or a similar xml engine.  You need to
> contact them directly for prices.  However, the Xtreme Console interface and
> XML Gateway are bundled with ESS at no extra charge.  If we were to develop
> a version for ITSM6 or ITSM7 there would obviously be some costs, but we're
> not at that stage yet.  It would be interesting to learn what level of
> demand there might be for an add-on to the ITSM suites like this.
>
>
>
> Again, thanks for the feedback.
>
>
>
> David Sanders
>
> Remedy Solution Architect
>
> *Enterprise** Service Suite @ Work*
>
> ==
>
> *ARS List Award Winner 2005*
>
> *Best 3rd party Remedy Application***
>
> * *
>
> See the *ESS Concepts 
> Guide*
>
>
>
> tel +44 1494 468980
>
> mobile +44 7710 377761
>
> email [EMAIL PROTECTED]
>
>
>
> web http://www.westoverconsulting.co.uk
>
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
>



-- 
Warren R. Baltimore II
Remedy Developer
UW Medicine IT Services
School of Medicine
University of Washington
Box 358220
1325 Fourth Ave, Suite 2000
Seattle, WA 98101

The opinions expressed in this e-mail are in no way those of the University
of Washington, or the State of Washington.  They are my own.

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Re: List of Remedy tables to truncate?

[LJ Longwing]

Ok...:)...your reason and situation for doing the reset of next ID makes
perfect sense...:) 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Friday, January 25, 2008 10:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: List of Remedy tables to truncate?

LJ,

Its not a recommendation to set it to 1 but it has been my practice to do it
on tables like the sync database tables.. By setting it back to 1 before
doing a Sync operation, the ONLY advantage is, I know exactly how many
records had been created in the reference and details tables in my case
during each run without having to remember the previous nextid and the
calculating the difference from the current In my case since I do not
trust the sync operation as it sometimes fails even with a successfully
completed message, keeping a tab on that number gives me a hint if something
went wrong... if there are a few thousand records missing..

In Elinore's case she could ignore that query and not reset the Id if she so
wishes..

About the b tables, I did think of that but none of the tables she wants to
delete have attachment fields (I think). In the email engine attachments are
stored in a separate table (I think). So yes if there are attachment fields
on any of the tables she will have to take care of the bxxx as well as the
bCnn tables associated with that form..

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of LJ Longwing
Sent: Friday, January 25, 2008 11:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: List of Remedy tables to truncate?


Not that I recommend doing it at the DB level, but if you are going to go
that route also ensure that you take care of the B table, as well as any
additional B tables that may exist for each attachment field you may have on
the form in question...but Joe, I wonder why you recommend resetting the
next ID to 1?  I agree that if you get all of the records, there is no
reason to not do it...but why would you recommend it?  One other thing...if
you are going to delete with extreme prejudice such as that, isn't a
truncate table t100 faster than delete from?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Friday, January 25, 2008 9:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: List of Remedy tables to truncate?

Elinore,

If you delete data from these tables directly from the DB, you will not risk
using and locking your AR Server threads whilst performing the delete
action... So the timeouts a user might experience may not be significant (if
your DB is a powerhouse) compared to timeouts they might experience if they
are locked out of threads to use. Secondly, the delete operation will
complete in much quicker time than doing it from the AR System User Client.

To give you an example, if I were to delete a 100,000 records from the Sync
Search database related tables, it takes me more than 5 minutes if I were to
do it from an AR System User client.. The same operation I can complete
within a few seconds if I were to do it directly at DB level.

For doing this directly from the DB , find out the schema IDs for these
tables by querying the arschema table by logging into any compatible SQL
client to your DB such as SQLPlus, Toad, etc..:

select name, schemaid from arschema where name like 'AR System Email %';

This will return names and the corresponding Schema Id of all forms whose
names start with 'AR System Email '.

If the schemaid for AR System Email Messages is 100, run these statements to
delete data within this table..

delete from t100;
delete from h100
update arschema set nextid = 1 where schemaid = 100; commit;

If you are on Oracle you must run commit; after these transactions or it
will not be auto committed to the database as that is the default setting on
Oracle where auto commit is off.

After running these, I would suggest that you create a procedure out of
these commands if you need to perform this operation again. The next time
you can simply use this procedure maybe even through an Escalation by
running a Direct SQL periodically and calling that procedure..

Cheers

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Drew Shuller
Sent: Friday, January 25, 2008 9:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: List of Remedy tables to truncate?


Elinore,

Feel free to delete the records in those tables. Crashing the server? It
depends on how many records you'll be deleting, the size of your server, and
how sensitive you are to user "timeouts," but I doubt you'll have a problem.

Create a series of escalations that run after 6pm which each delete chunks
of records. Then create more escalations that delete these records once a
week or so.

Drew
Tulsa


On Fri, 25 Jan 2008,
Elinore AR wrote:

> Hi All,
>
> We ar

Re: Impact of changing the Urgency, Impact and Priority Fields

[Drew Shuller]

Ty,

Anyone at BMC will tell you to use the OOB menu items. This extends 
beyond that to pretty much anything in the system. One of the items in 
one of BMC's ITSM traning class's synopsis states that as part of the 
class, you'll learn how to convince the customer (or your boss, or his 
boss) to not customize OOB ITSM.


Besides the fact that customizing that particular field take a lot of 
time and effort, it could be said that the changed values no longer 
comply with ITIL standards. Why spend a million bucks on ITSM so you

can be ITIL compliant and then not be ITIL compliant? This should convince
whomever would make this kind of decision.

Viswanathan, however, wants to bolster his arguments with hard numbers. 
Hopefully someone has on the list has estimated this level of effort and 
can render an opinion.


Drew


On Fri, 25 Jan 2008, T. Dee wrote:


I even posed this question to Remedy Tech Support and they said the same thing.

I would hope that in the next release they make it a data driven solution.

Ty


On 1/25/08, Viswanathan Balakumar <[EMAIL PROTECTED]> wrote:

T.Dee,

Exactly that is the same opinion I also have.
I thought of collecting the impact areas to provide to the customer so that
they will understand the impact of it in the product.

Thanks for the inputs.

Thanks,
VB
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Friday, January 25, 2008 11:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: Impact of changing the Urgency, Impact and Priority Fields

Viswanathan - I would recommend against this.  I have a client that
wants the same thing, but it touches far to much workflow.  The reward
vs. effort in my opinion is not worth it.



On 1/25/08, Viswanathan Balakumar <[EMAIL PROTECTED]> wrote:

**


HI ALL,



In ITSM 7.0,



One of the Customer Request is to change the values (Like low, medium,

high,

critical to something like low, minor, major, severe) for the Impact,
Urgency and Priority fields in Incident & Problem forms.



I am thinking like this will impact more workflow with in the Helpdesk

form

and also modules like SLA and Reports.



Does anybody experience\worked on similar customization?



I like to get some information like



1) Does this change can be done with minimal impact and minimal
customization (say Less than 100 Man HRS) to the product?

2) A Rough idea of what are the forms, Workflow and the modules that will
get impact?



As of my knowledge following functional areas will be impacted (to name
some):

1)   Prioritization form

2)   Incident Priority Weight Ranges

3)   SLAs

4)   Reports



Do you think I am missing some more functionality that will get impacted?





Thanks,

VB

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Re: List of Remedy tables to truncate?

[Joe D'Souza]

LJ,

Its not a recommendation to set it to 1 but it has been my practice to do it
on tables like the sync database tables.. By setting it back to 1 before
doing a Sync operation, the ONLY advantage is, I know exactly how many
records had been created in the reference and details tables in my case
during each run without having to remember the previous nextid and the
calculating the difference from the current In my case since I do not
trust the sync operation as it sometimes fails even with a successfully
completed message, keeping a tab on that number gives me a hint if something
went wrong... if there are a few thousand records missing..

In Elinore's case she could ignore that query and not reset the Id if she so
wishes..

About the b tables, I did think of that but none of the tables she wants to
delete have attachment fields (I think). In the email engine attachments are
stored in a separate table (I think). So yes if there are attachment fields
on any of the tables she will have to take care of the bxxx as well as the
bCnn tables associated with that form..

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of LJ Longwing
Sent: Friday, January 25, 2008 11:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: List of Remedy tables to truncate?


Not that I recommend doing it at the DB level, but if you are going to go
that route also ensure that you take care of the B table, as well as any
additional B tables that may exist for each attachment field you may have on
the form in question...but Joe, I wonder why you recommend resetting the
next ID to 1?  I agree that if you get all of the records, there is no
reason to not do it...but why would you recommend it?  One other thing...if
you are going to delete with extreme prejudice such as that, isn't a
truncate table t100 faster than delete from?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Friday, January 25, 2008 9:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: List of Remedy tables to truncate?

Elinore,

If you delete data from these tables directly from the DB, you will not risk
using and locking your AR Server threads whilst performing the delete
action... So the timeouts a user might experience may not be significant (if
your DB is a powerhouse) compared to timeouts they might experience if they
are locked out of threads to use. Secondly, the delete operation will
complete in much quicker time than doing it from the AR System User Client.

To give you an example, if I were to delete a 100,000 records from the Sync
Search database related tables, it takes me more than 5 minutes if I were to
do it from an AR System User client.. The same operation I can complete
within a few seconds if I were to do it directly at DB level.

For doing this directly from the DB , find out the schema IDs for these
tables by querying the arschema table by logging into any compatible SQL
client to your DB such as SQLPlus, Toad, etc..:

select name, schemaid from arschema where name like 'AR System Email %';

This will return names and the corresponding Schema Id of all forms whose
names start with 'AR System Email '.

If the schemaid for AR System Email Messages is 100, run these statements to
delete data within this table..

delete from t100;
delete from h100
update arschema set nextid = 1 where schemaid = 100; commit;

If you are on Oracle you must run commit; after these transactions or it
will not be auto committed to the database as that is the default setting on
Oracle where auto commit is off.

After running these, I would suggest that you create a procedure out of
these commands if you need to perform this operation again. The next time
you can simply use this procedure maybe even through an Escalation by
running a Direct SQL periodically and calling that procedure..

Cheers

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Drew Shuller
Sent: Friday, January 25, 2008 9:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: List of Remedy tables to truncate?


Elinore,

Feel free to delete the records in those tables. Crashing the server? It
depends on how many records you'll be deleting, the size of your server, and
how sensitive you are to user "timeouts," but I doubt you'll have a problem.

Create a series of escalations that run after 6pm which each delete chunks
of records. Then create more escalations that delete these records once a
week or so.

Drew
Tulsa


On Fri, 25 Jan 2008,
Elinore AR wrote:

> Hi All,
>
> We are doing some major clean-up on our old server (ARS 5.1) to unclog 
> our db and was looking into truncating  records from the following 
> tables (that we have never used as reference for anything as far as I
> know)
>
> - Alert Events
> - AR System Email Messages
> - AR System Email Error Logs
> - AR System Email Attachments
>
> Any su

Re: Impact of changing the Urgency, Impact and Priority Fields

[Ben Cantatore]

You can make a fake impact field that maps its value the real one.  That 
way it cosmetically looks like what the client wants, but all workflow 
stays intact.  Just make sure any update done to the fake field is 
replicated to the real one.  Still some work involved, but doable if the 
client really wants this.

Ben Cantatore
Remedy Administrator
Avon
(914) 935-2946



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

01/25/2008 12:19 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Impact of changing the Urgency, Impact and Priority Fields






** 
If you look at the SYS:Menu Items form (for those of you with ITSM 7), you 
can get an idea of what a data-driven solution for those fields would be 
like.
 
Rick
 
On 1/25/08, patrick zandi <[EMAIL PROTECTED]> wrote: 
** 
FYI, 
This might have a significant affect on your next upgrade!
Unless you are planning on living there.
-- now There might be a way, but I have not found it yet.
 
On 1/25/08, T. Dee <[EMAIL PROTECTED]> wrote: 
Viswanathan - I would recommend against this.  I have a client that
wants the same thing, but it touches far to much workflow.  The reward 
vs. effort in my opinion is not worth it.



On 1/25/08, Viswanathan Balakumar <[EMAIL PROTECTED] > wrote:
> **
>
>
> HI ALL, 
>
>
>
> In ITSM 7.0,
>
>
>
> One of the Customer Request is to change the values (Like low, medium, 
high,
> critical to something like low, minor, major, severe) for the Impact, 
> Urgency and Priority fields in Incident & Problem forms.
>
>
>
> I am thinking like this will impact more workflow with in the Helpdesk 
form
> and also modules like SLA and Reports. 
>
>
>
> Does anybody experience\worked on similar customization?
>
>
>
> I like to get some information like
>
>
>
> 1) Does this change can be done with minimal impact and minimal 
> customization (say Less than 100 Man HRS) to the product?
>
> 2) A Rough idea of what are the forms, Workflow and the modules that 
will
> get impact?
>
>
>
> As of my knowledge following functional areas will be impacted (to name 
> some):
>
> 1)   Prioritization form
>
> 2)   Incident Priority Weight Ranges
>
> 3)   SLAs
>
> 4)   Reports
>
>
>
> Do you think I am missing some more functionality that will get 
impacted? 
>
>
>
>
>
> Thanks,
>
> VB
>
>  __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___ 

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Re: Impact of changing the Urgency, Impact and Priority Fields

[Rick Cook]

If you look at the SYS:Menu Items form (for those of you with ITSM 7), you
can get an idea of what a data-driven solution for those fields would be
like.

Rick

On 1/25/08, patrick zandi <[EMAIL PROTECTED]> wrote:
>
> ** FYI,
> This might have a significant affect on your next upgrade!
> Unless you are planning on living there.
> -- now There might be a way, but I have not found it yet.
>
>  On 1/25/08, T. Dee <[EMAIL PROTECTED]> wrote:
> >
> > Viswanathan - I would recommend against this.  I have a client that
> > wants the same thing, but it touches far to much workflow.  The reward
> > vs. effort in my opinion is not worth it.
> >
> >
> >
> > On 1/25/08, Viswanathan Balakumar <[EMAIL PROTECTED]> wrote:
> > > **
> > >
> > >
> > > HI ALL,
> > >
> > >
> > >
> > > In ITSM 7.0,
> > >
> > >
> > >
> > > One of the Customer Request is to change the values (Like low, medium,
> > high,
> > > critical to something like low, minor, major, severe) for the Impact,
> > > Urgency and Priority fields in Incident & Problem forms.
> > >
> > >
> > >
> > > I am thinking like this will impact more workflow with in the Helpdesk
> > form
> > > and also modules like SLA and Reports.
> > >
> > >
> > >
> > > Does anybody experience\worked on similar customization?
> > >
> > >
> > >
> > > I like to get some information like
> > >
> > >
> > >
> > > 1) Does this change can be done with minimal impact and minimal
> > > customization (say Less than 100 Man HRS) to the product?
> > >
> > > 2) A Rough idea of what are the forms, Workflow and the modules that
> > will
> > > get impact?
> > >
> > >
> > >
> > > As of my knowledge following functional areas will be impacted (to
> > name
> > > some):
> > >
> > > 1)   Prioritization form
> > >
> > > 2)   Incident Priority Weight Ranges
> > >
> > > 3)   SLAs
> > >
> > > 4)   Reports
> > >
> > >
> > >
> > > Do you think I am missing some more functionality that will get
> > impacted?
> > >
> > >
> > >
> > >
> > >
> > > Thanks,
> > >
> > > VB
> > >
> > >  __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers
> > Are"
> > > html___
> >
> >
> > ___
> > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> >
>
>
>
> --
> Patrick Zandi
>
> Dev Technology Group -->  www.devtechnology.com
> Exceeding your Expectations ! __Platinum Sponsor: www.rmsportal.comARSlist: 
> "Where the Answers Are" html___

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Re: System Requirements (Clients)

[Phil Murnane]

Dave:

The 256MB was on Windows 2000 Professional on a virtual machine running on 
unix.  It didn't run fast, but it did run.

An interesting thing -- we had a problem with Migrator swamping the Oracle 
instance for Remedy, so we dialed back the CPU resources on the VM as a quick 
and dirty fix.

--Phil


- Original Message 
From: Dave Barber <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Friday, January 25, 2008 1:23:33 AM
Subject: Re: System Requirements (Clients)

** 
Phil,
 
256meg on XP  thats just enough for the OS on its own!
 
I was hoping to dig some documentary evidence though - I'm running a laptop 
here that won't go over 512meg, and am trying to build up a case for an upgrade.
 
Agreed with 1gb minimum, but if I can't pull through a BMC document to that 
effect, then I'm stuck with a fair amount of disc thrashing.
 
Regards
 
Dave

 
On 24/01/2008, Phil Murnane <[EMAIL PROTECTED]> wrote: 
** 
Dave:
 
If the client is running XP, I'd look at 512MB as the minimum.  That should run 
any of the Remedy clients.  Of course if they want to run an office suite 
concurrently, then I'd go with 1GB minimum. 
 
Just my $0.02 worth,
--Phil
 
PS: I've run all the clients in 256MB on Windows 2000, but never tried it on 
XP.  I also ran all the clients (v4.x) in 64MB on Windows 98, but that hardly 
seems relevant (or am I just dating myself). :) 

 
- Original Message 
From: Dave Barber <[EMAIL PROTECTED] >
To: arslist@ARSLIST.ORG
Sent: Thursday, January 24, 2008 8:49:08 AM
Subject: System Requirements (Clients) 

** 
All,
 
I'm trying to determine the minimum/recommended configuration for the various 
AR Clients - User/Admin/Migrator.
 
Browsing through the compatibility matrix, the entry for the 7.1 migrator tool 
states 256MB RAM and a 500mHz processor as the requirements.  Considering that 
XP on its own doesn't run too well with 256meg, that seems like an unlikely 
requirement. 
 
For the admin and user tools, there is no (obvious) statement on minimum 
hardware requirements for running the tools.
 
Any suggestions from the community?
 
Regards
 
Dave Barber
 
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Re: Impact of changing the Urgency, Impact and Priority Fields

[patrick zandi]

FYI,
This might have a significant affect on your next upgrade!
Unless you are planning on living there.
-- now There might be a way, but I have not found it yet.

On 1/25/08, T. Dee <[EMAIL PROTECTED]> wrote:
>
> Viswanathan - I would recommend against this.  I have a client that
> wants the same thing, but it touches far to much workflow.  The reward
> vs. effort in my opinion is not worth it.
>
>
>
> On 1/25/08, Viswanathan Balakumar <[EMAIL PROTECTED]> wrote:
> > **
> >
> >
> > HI ALL,
> >
> >
> >
> > In ITSM 7.0,
> >
> >
> >
> > One of the Customer Request is to change the values (Like low, medium,
> high,
> > critical to something like low, minor, major, severe) for the Impact,
> > Urgency and Priority fields in Incident & Problem forms.
> >
> >
> >
> > I am thinking like this will impact more workflow with in the Helpdesk
> form
> > and also modules like SLA and Reports.
> >
> >
> >
> > Does anybody experience\worked on similar customization?
> >
> >
> >
> > I like to get some information like
> >
> >
> >
> > 1) Does this change can be done with minimal impact and minimal
> > customization (say Less than 100 Man HRS) to the product?
> >
> > 2) A Rough idea of what are the forms, Workflow and the modules that
> will
> > get impact?
> >
> >
> >
> > As of my knowledge following functional areas will be impacted (to name
> > some):
> >
> > 1)   Prioritization form
> >
> > 2)   Incident Priority Weight Ranges
> >
> > 3)   SLAs
> >
> > 4)   Reports
> >
> >
> >
> > Do you think I am missing some more functionality that will get
> impacted?
> >
> >
> >
> >
> >
> > Thanks,
> >
> > VB
> >
> >  __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > html___
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>



-- 
Patrick Zandi

Dev Technology Group -->  www.devtechnology.com
Exceeding your Expectations !

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Re: Impact of changing the Urgency, Impact and Priority Fields

[T. Dee]

I even posed this question to Remedy Tech Support and they said the same thing.

I would hope that in the next release they make it a data driven solution.

Ty


On 1/25/08, Viswanathan Balakumar <[EMAIL PROTECTED]> wrote:
> T.Dee,
>
> Exactly that is the same opinion I also have.
> I thought of collecting the impact areas to provide to the customer so that
> they will understand the impact of it in the product.
>
> Thanks for the inputs.
>
> Thanks,
> VB
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
> Sent: Friday, January 25, 2008 11:52 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Impact of changing the Urgency, Impact and Priority Fields
>
> Viswanathan - I would recommend against this.  I have a client that
> wants the same thing, but it touches far to much workflow.  The reward
> vs. effort in my opinion is not worth it.
>
>
>
> On 1/25/08, Viswanathan Balakumar <[EMAIL PROTECTED]> wrote:
> > **
> >
> >
> > HI ALL,
> >
> >
> >
> > In ITSM 7.0,
> >
> >
> >
> > One of the Customer Request is to change the values (Like low, medium,
> high,
> > critical to something like low, minor, major, severe) for the Impact,
> > Urgency and Priority fields in Incident & Problem forms.
> >
> >
> >
> > I am thinking like this will impact more workflow with in the Helpdesk
> form
> > and also modules like SLA and Reports.
> >
> >
> >
> > Does anybody experience\worked on similar customization?
> >
> >
> >
> > I like to get some information like
> >
> >
> >
> > 1) Does this change can be done with minimal impact and minimal
> > customization (say Less than 100 Man HRS) to the product?
> >
> > 2) A Rough idea of what are the forms, Workflow and the modules that will
> > get impact?
> >
> >
> >
> > As of my knowledge following functional areas will be impacted (to name
> > some):
> >
> > 1)   Prioritization form
> >
> > 2)   Incident Priority Weight Ranges
> >
> > 3)   SLAs
> >
> > 4)   Reports
> >
> >
> >
> > Do you think I am missing some more functionality that will get impacted?
> >
> >
> >
> >
> >
> > Thanks,
> >
> > VB
> >
> >  __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > html___
>
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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>
> ___
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>

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Re: Impact of changing the Urgency, Impact and Priority Fields

[Viswanathan Balakumar]

T.Dee,

Exactly that is the same opinion I also have.
I thought of collecting the impact areas to provide to the customer so that
they will understand the impact of it in the product.

Thanks for the inputs.

Thanks,
VB
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Friday, January 25, 2008 11:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: Impact of changing the Urgency, Impact and Priority Fields

Viswanathan - I would recommend against this.  I have a client that
wants the same thing, but it touches far to much workflow.  The reward
vs. effort in my opinion is not worth it.



On 1/25/08, Viswanathan Balakumar <[EMAIL PROTECTED]> wrote:
> **
>
>
> HI ALL,
>
>
>
> In ITSM 7.0,
>
>
>
> One of the Customer Request is to change the values (Like low, medium,
high,
> critical to something like low, minor, major, severe) for the Impact,
> Urgency and Priority fields in Incident & Problem forms.
>
>
>
> I am thinking like this will impact more workflow with in the Helpdesk
form
> and also modules like SLA and Reports.
>
>
>
> Does anybody experience\worked on similar customization?
>
>
>
> I like to get some information like
>
>
>
> 1) Does this change can be done with minimal impact and minimal
> customization (say Less than 100 Man HRS) to the product?
>
> 2) A Rough idea of what are the forms, Workflow and the modules that will
> get impact?
>
>
>
> As of my knowledge following functional areas will be impacted (to name
> some):
>
> 1)   Prioritization form
>
> 2)   Incident Priority Weight Ranges
>
> 3)   SLAs
>
> 4)   Reports
>
>
>
> Do you think I am missing some more functionality that will get impacted?
>
>
>
>
>
> Thanks,
>
> VB
>
>  __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___


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Question: Calendar - Time - Changing Default Time

[T. Dee]

Has anyone found a way to change the default time of 12:00 AM from the
pull down of the date/time field?

Thanks!

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Re: Impact of changing the Urgency, Impact and Priority Fields

[T. Dee]

Viswanathan - I would recommend against this.  I have a client that
wants the same thing, but it touches far to much workflow.  The reward
vs. effort in my opinion is not worth it.



On 1/25/08, Viswanathan Balakumar <[EMAIL PROTECTED]> wrote:
> **
>
>
> HI ALL,
>
>
>
> In ITSM 7.0,
>
>
>
> One of the Customer Request is to change the values (Like low, medium, high,
> critical to something like low, minor, major, severe) for the Impact,
> Urgency and Priority fields in Incident & Problem forms.
>
>
>
> I am thinking like this will impact more workflow with in the Helpdesk form
> and also modules like SLA and Reports.
>
>
>
> Does anybody experience\worked on similar customization?
>
>
>
> I like to get some information like
>
>
>
> 1) Does this change can be done with minimal impact and minimal
> customization (say Less than 100 Man HRS) to the product?
>
> 2) A Rough idea of what are the forms, Workflow and the modules that will
> get impact?
>
>
>
> As of my knowledge following functional areas will be impacted (to name
> some):
>
> 1)   Prioritization form
>
> 2)   Incident Priority Weight Ranges
>
> 3)   SLAs
>
> 4)   Reports
>
>
>
> Do you think I am missing some more functionality that will get impacted?
>
>
>
>
>
> Thanks,
>
> VB
>
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Re: Lots of Attachments

[Tanner, Doug]

I am a big believer in having a table field on my form that references
another form that holds the attachment. 

 

As then

1.   I can have an unlimited number of attachments

2.   Control access to each attachment - Who can view,
edit, remove

3.   Enforce Business Rules about when and what types of
attachments must be present

4.   Auditing

5.   In/Out bound email attachments - tying these to the
correct record

6.   etc

 

Doug Tanner

Remedy Skilled Professional (RSP)

Former - Remedy Approved Consultant (RAC)

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C.
Sent: Friday, January 25, 2008 11:02 AM
To: arslist@ARSLIST.ORG
Subject: Lots of Attachments

 

Hello List,

 

I'm building a form on ARS and one of the requirements from the client
is an attachment pool. They want to have the ability to add up to 50
attachments. However, not every entry will actually use this many
attachments. In fact, most of the requests they enter in this form will
not use any of these attachment areas. 

 

Anyone have any suggestions for a work around? Or, just any thoughts
about the impact of having that many empty attachment areas out there?

 

Regards,

 

-Matt

 

Matthew C. Gayford
Technology Research & Development
Information Technology Systems Division
University of North Carolina Wilmington 
(910) 962-7177

 

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Re: New 7.1 Features

[Harry Pugh]

I'm using Filter Error Handling. I use it to detect an error and to
basically do nothing so that it will not bomb out the remaining filters.
I did try to do something where it pushes the error message and error
number to a log form but hit two problems. 
1) The documentation is wrong with the keywords, use the keyword menu in
the filter to find the correct ones.
2) Once using the correct keywords, ARServer crashed _every_ time it
attempted to access the data. So I'm guessing there's a bug somewhere
that doesn't properly allocate the data and the keyword ends up throwing
a null pointer exception which doesn't get caught.




Mike Pugh
Software Engineer

AMERICAN SYSTEMS
13990 Parkeast Circle
Chantilly, VA 20151
www.AmericanSystems.com

phone: (703) 968-5265
mobile: (203) 434-5082
[EMAIL PROTECTED]

"Contractor of the Year - 5th Annual Greater Washington Government Contractor 
Awards"



--
LEGAL DISCLAIMER: The information in this email is confidential and may be 
legally privileged. It is intended solely for the addressee. Access to this 
email by anyone else is unauthorized. If you are not the intended recipient, 
any disclosure, copying, distribution or any action taken or omitted to be 
taken in reliance on it, is prohibited and may be unlawful.
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-Original Message-

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Elry
Sent: Friday, January 25, 2008 11:37 AM
To: arslist@ARSLIST.ORG
Subject: New 7.1 Features

Is there anyone out there using the following new features in ARS
7.1 :

(A) Filter Error Handling:

Filter error handling--Workflow can now include error handling filters
that are executed when an error occurs during filter execution.


(B) Service Workflow Active Link Action:

Service workflow condition and active link action--The Service active
link action and workflow condition enable workflow execution without
creating or updating any request.

Any feedback would be greatly appreciated.


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Re: Lots of Attachments

[Joe D'Souza]

Store the attachment in a separate form, with a relationship to the parent
record.. That way you don't care if the users use them or not..

Cheers

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Gayford, Matthew C.
  Sent: Friday, January 25, 2008 11:02 AM
  To: arslist@ARSLIST.ORG
  Subject: Lots of Attachments


  **
  Hello List,



  I’m building a form on ARS and one of the requirements from the client is
an attachment pool. They want to have the ability to add up to 50
attachments. However, not every entry will actually use this many
attachments. In fact, most of the requests they enter in this form will not
use any of these attachment areas.



  Anyone have any suggestions for a work around? Or, just any thoughts about
the impact of having that many empty attachment areas out there?



  Regards,



  -Matt



  Matthew C. Gayford
  Technology Research & Development
  Information Technology Systems Division
  University of North Carolina Wilmington
  (910) 962-7177

No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.516 / Virus Database: 269.19.11/1243 - Release Date: 1/25/2008
11:24 AM

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New 7.1 Features

[Elry]

Is there anyone out there using the following new features in ARS
7.1 :

(A) Filter Error Handling:

Filter error handling--Workflow can now include error handling filters
that are executed when an error occurs during filter execution.


(B) Service Workflow Active Link Action:

Service workflow condition and active link action--The Service active
link action and workflow condition enable workflow execution without
creating or updating any request.

Any feedback would be greatly appreciated.

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Re: List of Remedy tables to truncate?

[LJ Longwing]

Not that I recommend doing it at the DB level, but if you are going to go
that route also ensure that you take care of the B table, as well as any
additional B tables that may exist for each attachment field you may have on
the form in question...but Joe, I wonder why you recommend resetting the
next ID to 1?  I agree that if you get all of the records, there is no
reason to not do it...but why would you recommend it?  One other thing...if
you are going to delete with extreme prejudice such as that, isn't a
truncate table t100 faster than delete from?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Friday, January 25, 2008 9:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: List of Remedy tables to truncate?

Elinore,

If you delete data from these tables directly from the DB, you will not risk
using and locking your AR Server threads whilst performing the delete
action... So the timeouts a user might experience may not be significant (if
your DB is a powerhouse) compared to timeouts they might experience if they
are locked out of threads to use. Secondly, the delete operation will
complete in much quicker time than doing it from the AR System User Client.

To give you an example, if I were to delete a 100,000 records from the Sync
Search database related tables, it takes me more than 5 minutes if I were to
do it from an AR System User client.. The same operation I can complete
within a few seconds if I were to do it directly at DB level.

For doing this directly from the DB , find out the schema IDs for these
tables by querying the arschema table by logging into any compatible SQL
client to your DB such as SQLPlus, Toad, etc..:

select name, schemaid from arschema where name like 'AR System Email %';

This will return names and the corresponding Schema Id of all forms whose
names start with 'AR System Email '.

If the schemaid for AR System Email Messages is 100, run these statements to
delete data within this table..

delete from t100;
delete from h100
update arschema set nextid = 1 where schemaid = 100; commit;

If you are on Oracle you must run commit; after these transactions or it
will not be auto committed to the database as that is the default setting on
Oracle where auto commit is off.

After running these, I would suggest that you create a procedure out of
these commands if you need to perform this operation again. The next time
you can simply use this procedure maybe even through an Escalation by
running a Direct SQL periodically and calling that procedure..

Cheers

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Drew Shuller
Sent: Friday, January 25, 2008 9:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: List of Remedy tables to truncate?


Elinore,

Feel free to delete the records in those tables. Crashing the server? It
depends on how many records you'll be deleting, the size of your server, and
how sensitive you are to user "timeouts," but I doubt you'll have a problem.

Create a series of escalations that run after 6pm which each delete chunks
of records. Then create more escalations that delete these records once a
week or so.

Drew
Tulsa


On Fri, 25 Jan 2008,
Elinore AR wrote:

> Hi All,
>
> We are doing some major clean-up on our old server (ARS 5.1) to unclog 
> our db and was looking into truncating  records from the following 
> tables (that we have never used as reference for anything as far as I
> know)
>
> - Alert Events
> - AR System Email Messages
> - AR System Email Error Logs
> - AR System Email Attachments
>
> Any suggestions? Objections? Hesitations? Tips on how to not crash the 
> server while attempting to do this?
>
> Thanks in advance!
>
> Elinore

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Checked by AVG Free Edition. 
Version: 7.5.516 / Virus Database: 269.19.11/1243 - Release Date: 1/25/2008
11:24 AM
 


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Re: Group Form, Floating Licenses Field

[LJ Longwing]

Glad I had the docs handy...:)...always helpful for defining nuances of
little used/understood features...:)

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Friday, January 25, 2008 9:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Group Form, Floating Licenses Field


** 
Thanks for the correction, LJ.
 
Rick
 
On 1/25/08, LJ Longwing <[EMAIL PROTECTED]> wrote: 

** 

7.1 Configuring Guide - Page 86

A license pool consists of a number of floating licenses reserved for a
group, subject to the number of floating licenses available in the database.
When a member of a group logs in, a license from the license pool for that
group is granted. When the user has finished with the license, it is
released back into the pool. If there are no licenses available in the pool,
a check is made to see if the user is a member of any other group that has a
license pool. If there are no licenses available in any pool the user is a
member of, a check is made for floating licenses not associated with any
pool. A user is never granted a floating license from a pool of which he is
not a member. License pools allow you to give priority to a group that needs
licenses more urgently. The group with the smallest group ID has the highest
priority. When a non-reserved floating license becomes available, it is
granted to the next user who needs it, regardless of the priority of that
user's access to the system. You specify the number of licenses reserved for
a group in the Group form in BMC Remedy User. For more information about
User groups, see the Form and Application Objects guide and "Adding and
modifying user information" that follows.


  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG   ] On Behalf Of
Rick Cook
Sent: Friday, January 25, 2008 8:54 AM
To: arslist@ARSLIST.ORG   
Subject: Re: Group Form, Floating Licenses Field

 
** 

I disagree with Sean - I think the 10 are reserved, but not in the same way
that a fixed license is.  If there are only 5 people in the reserved group
who are using their licenses, the other 5 are open for use by anyone - until
someone within the reserved group needs it, in which case one of the
interlopers gets his/her license converted to a Read license so that the
user in the reserved group can use the write license guaranteed to that
group. 
 
I don't have access to my docs to verify that, but it's the way it was last
explained to me.  Does someone have the definitive word on this?
 
Rick
 
On 1/25/08, David Durling <[EMAIL PROTECTED]> wrote: 

I think we agree, or at least I agree with what you say.  Maybe I just
didn't state things well...

David D.
Univ. of Georgia


> I don't think that is correct.  My understanding is this:

> If you have 50 floating licenses and you say that Group A gets 10 then
> that means that Group A will always have 10 floating licenses no matter 
> what.  Think of a situation where your company has a 24x7 operations
> center.  What this is for is to guarantee that your operations center
> always has 10 users that could log in and always have a license.  This 
> also means that the 41st user to log in who is not a member of Group A
> will get a license denial ...

> Sean


> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of David Durling
> Sent: Thursday, January 24, 2008 2:38 PM 
> To: [EMAIL PROTECTED]   
> Subject: Re: Group Form, Floating Licenses Field

> Shawn, 

> On 6.0 (assume same as 6.3), my understanding:

> Like L.J. said, if no one from Group A is logged in, the 10 are simply 
> unusable by anyone.

> If you want to disallow Group A from using MORE than 10, you'll need to 
> assign the others licenses to another group/groups.

> I don't know what happens when person is in 2 different groups that have 
> reserved licesnes - maybe the docs address that.

--
David Durling 706-542-0223
Enterprise IT Services [EMAIL PROTECTED]
University of Georgia 


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Re: Lots of Attachments

[LJ Longwing]

If you do a search on the topic of an attachment form you should find some
discussion regarding having a form that stores your attachments, and just a
table that displays them on the actual ticket/main form.  This allows for
theoretically unlimited attachments to be associated with a record, without
the need for having 50, or more attachment fields on that form

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C.
Sent: Friday, January 25, 2008 9:02 AM
To: arslist@ARSLIST.ORG
Subject: Lots of Attachments


** 

Hello List,

 

I'm building a form on ARS and one of the requirements from the client is an
attachment pool. They want to have the ability to add up to 50 attachments.
However, not every entry will actually use this many attachments. In fact,
most of the requests they enter in this form will not use any of these
attachment areas. 

 

Anyone have any suggestions for a work around? Or, just any thoughts about
the impact of having that many empty attachment areas out there?

 

Regards,

 

-Matt

 

Matthew C. Gayford
Technology Research & Development
Information Technology Systems Division
University of North Carolina Wilmington 
(910) 962-7177

 

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Re: List of Remedy tables to truncate?

[Joe D'Souza]

Elinore,

If you delete data from these tables directly from the DB, you will not risk
using and locking your AR Server threads whilst performing the delete
action... So the timeouts a user might experience may not be significant (if
your DB is a powerhouse) compared to timeouts they might experience if they
are locked out of threads to use. Secondly, the delete operation will
complete in much quicker time than doing it from the AR System User Client.

To give you an example, if I were to delete a 100,000 records from the Sync
Search database related tables, it takes me more than 5 minutes if I were to
do it from an AR System User client.. The same operation I can complete
within a few seconds if I were to do it directly at DB level.

For doing this directly from the DB , find out the schema IDs for these
tables by querying the arschema table by logging into any compatible SQL
client to your DB such as SQLPlus, Toad, etc..:

select name, schemaid from arschema where name like 'AR System Email %';

This will return names and the corresponding Schema Id of all forms whose
names start with 'AR System Email '.

If the schemaid for AR System Email Messages is 100, run these statements to
delete data within this table..

delete from t100;
delete from h100
update arschema set nextid = 1 where schemaid = 100;
commit;

If you are on Oracle you must run commit; after these transactions or it
will not be auto committed to the database as that is the default setting on
Oracle where auto commit is off.

After running these, I would suggest that you create a procedure out of
these commands if you need to perform this operation again. The next time
you can simply use this procedure maybe even through an Escalation by
running a Direct SQL periodically and calling that procedure..

Cheers

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Drew Shuller
Sent: Friday, January 25, 2008 9:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: List of Remedy tables to truncate?


Elinore,

Feel free to delete the records in those tables. Crashing the server? It
depends on how many records you'll be deleting, the size of your server, and
how sensitive you are to user "timeouts," but I doubt you'll have a problem.

Create a series of escalations that run after 6pm which each delete chunks
of records. Then create more escalations that delete these records once a
week or so.

Drew
Tulsa


On Fri, 25 Jan 2008, 
Elinore AR wrote:

> Hi All,
>
> We are doing some major clean-up on our old server (ARS 5.1) to unclog
> our db and was looking into truncating  records from the following
> tables (that we have never used as reference for anything as far as I
> know)
>
> - Alert Events
> - AR System Email Messages
> - AR System Email Error Logs
> - AR System Email Attachments
>
> Any suggestions? Objections? Hesitations? Tips on how to not crash the
> server while attempting to do this?
>
> Thanks in advance!
>
> Elinore

No virus found in this outgoing message.
Checked by AVG Free Edition. 
Version: 7.5.516 / Virus Database: 269.19.11/1243 - Release Date: 1/25/2008
11:24 AM
 

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Re: Lots of Attachments

[Rick Cook]

You should investigate creating a separate form in which to store
attachments, rather than have a bunch of attachment fields on your main
form.  It's far less of a performance impact and more scalable.

Rick

On 1/25/08, Gayford, Matthew C. <[EMAIL PROTECTED]> wrote:
>
> **
>
> Hello List,
>
>
>
> I'm building a form on ARS and one of the requirements from the client is
> an attachment pool. They want to have the ability to add up to 50
> attachments. However, not every entry will actually use this many
> attachments. In fact, most of the requests they enter in this form will not
> use any of these attachment areas.
>
>
>
> Anyone have any suggestions for a work around? Or, just any thoughts about
> the impact of having that many empty attachment areas out there?
>
>
>
> Regards,
>
>
>
> -Matt
>
>
>
> *M*atthew *C*. *G*ayford
> *T*echnology *R*esearch & *D*evelopment
> *I*nformation *T*echnology *S*ystems *D*ivision
> *U*niversity of *N*orth *C*arolina *W*ilmington
> (910) 962-7177
>
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: Group Form, Floating Licenses Field

[Rick Cook]

Thanks for the correction, LJ.

Rick

On 1/25/08, LJ Longwing <[EMAIL PROTECTED]> wrote:
>
> **
>
> 7.1 Configuring Guide - Page 86
>
> A license pool consists of a number of floating licenses reserved for a
> group, subject to the number of floating licenses available in the
> database. When a member of a group logs in, a license from the license
> pool for that group is granted. When the user has finished with the
> license, it is released back into the pool. If there are no licenses
> available in the pool, a check is made to see if the user is a member of
> any other group that has a license pool. If there are no licenses available in
> any pool the user is a member of, a check is made for floating licenses not 
> associated
> with any pool. A user is never granted a floating license from a pool of which
> he is not a member. License pools allow you to give priority to a group
> that needs licenses more urgently. The group with the smallest group ID
> has the highest priority. When a non-reserved floating license becomes
> available, it is granted to the next user who needs it, regardless of the
> priority of that user's access to the system. You specify the number of
> licenses reserved for a group in the Group form in BMC Remedy User. For
> more information about User groups, see the *Form and Application Objects
> *guide and "Adding and modifying user information" that follows.
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Rick Cook
> *Sent:* Friday, January 25, 2008 8:54 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Group Form, Floating Licenses Field
>
>
> ** I disagree with Sean - I think the 10 are reserved, but not in the same
> way that a fixed license is.  If there are only 5 people in the reserved
> group who are using their licenses, the other 5 are open for use by anyone -
> until someone within the reserved group needs it, in which case one of the
> interlopers gets his/her license converted to a Read license so that the
> user in the reserved group can use the write license guaranteed to that
> group.
>
> I don't have access to my docs to verify that, but it's the way it was
> last explained to me.  Does someone have the definitive word on this?
>
> Rick
>
> On 1/25/08, David Durling <[EMAIL PROTECTED]> wrote:
> >
> > I think we agree, or at least I agree with what you say.  Maybe I just
> > didn't state things well...
> >
> > David D.
> > Univ. of Georgia
> >
> >
> > > I don't think that is correct.  My understanding is this:
> >
> > > If you have 50 floating licenses and you say that Group A gets 10 then
> > > that means that Group A will always have 10 floating licenses no
> > matter
> > > what.  Think of a situation where your company has a 24x7 operations
> > > center.  What this is for is to guarantee that your operations center
> > > always has 10 users that could log in and always have a license.  This
> >
> > > also means that the 41st user to log in who is not a member of Group A
> > > will get a license denial ...
> >
> > > Sean
> >
> >
> > > -Original Message-
> > > From: Action Request System discussion list(ARSList)
> > > [mailto:[EMAIL PROTECTED] On Behalf Of David Durling
> > > Sent: Thursday, January 24, 2008 2:38 PM
> > > To: [EMAIL PROTECTED]
> > > Subject: Re: Group Form, Floating Licenses Field
> >
> > > Shawn,
> >
> > > On 6.0 (assume same as 6.3), my understanding:
> >
> > > Like L.J. said, if no one from Group A is logged in, the 10 are simply
> >
> > > unusable by anyone.
> >
> > > If you want to disallow Group A from using MORE than 10, you'll need
> > to
> > > assign the others licenses to another group/groups.
> >
> > > I don't know what happens when person is in 2 different groups that
> > have
> > > reserved licesnes - maybe the docs address that.
> >
> > --
> > David Durling 706-542-0223
> > Enterprise IT Services [EMAIL PROTECTED]
> > University of Georgia
> >
> >
> > ___
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> >
>
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Re: Group Form, Floating Licenses Field

[Reiser, John J]

The 10 Licenses are reserved for the Group in the Pool. No one else can
access those license tokens.
 
The remaining licenses are given out by Group preference, lower number
Group ID is the first considered group.
This applies to users who are waiting for a token. If all of the
Floating tokens are used and someone from the pool logs off the token
will go to the other Group A member who is waiting for a token. If no
Group A users are waiting then the pooled token waits for the next Group
A to log on.
 
My take on it is that Pooled Licenses is a pseudo fixed license. The
battle between a Group A and a Group "Everyone_else" is won by the Group
A user needing the Floating token.

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 Rick Cook
Sent: Friday, January 25, 2008 10:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Group Form, Floating Licenses Field


** 
I disagree with Sean - I think the 10 are reserved, but not in the same
way that a fixed license is.  If there are only 5 people in the reserved
group who are using their licenses, the other 5 are open for use by
anyone - until someone within the reserved group needs it, in which case
one of the interlopers gets his/her license converted to a Read license
so that the user in the reserved group can use the write license
guaranteed to that group. 
 
I don't have access to my docs to verify that, but it's the way it was
last explained to me.  Does someone have the definitive word on this?
 
Rick
 
On 1/25/08, David Durling <[EMAIL PROTECTED]> wrote: 

I think we agree, or at least I agree with what you say.  Maybe
I just
didn't state things well...

David D.
Univ. of Georgia


> I don't think that is correct.  My understanding is this:

> If you have 50 floating licenses and you say that Group A gets
10 then
> that means that Group A will always have 10 floating licenses
no matter 
> what.  Think of a situation where your company has a 24x7
operations
> center.  What this is for is to guarantee that your operations
center
> always has 10 users that could log in and always have a
license.  This 
> also means that the 41st user to log in who is not a member of
Group A
> will get a license denial ...

> Sean


> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of David Durling
> Sent: Thursday, January 24, 2008 2:38 PM
> To: [EMAIL PROTECTED] 
> Subject: Re: Group Form, Floating Licenses Field

> Shawn,

> On 6.0 (assume same as 6.3), my understanding:

> Like L.J. said, if no one from Group A is logged in, the 10
are simply 
> unusable by anyone.

> If you want to disallow Group A from using MORE than 10,
you'll need to
> assign the others licenses to another group/groups.

> I don't know what happens when person is in 2 different groups
that have 
> reserved licesnes - maybe the docs address that.

--
David Durling 706-542-0223
Enterprise IT Services [EMAIL PROTECTED]
University of Georgia 



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Re: Group Form, Floating Licenses Field

[LJ Longwing]

7.1 Configuring Guide - Page 86

A license pool consists of a number of floating licenses reserved for a
group, subject to the number of floating licenses available in the database.
When a member of a group logs in, a license from the license pool for that
group is granted. When the user has finished with the license, it is
released back into the pool. If there are no licenses available in the pool,
a check is made to see if the user is a member of any other group that has a
license pool. If there are no licenses available in any pool the user is a
member of, a check is made for floating licenses not associated with any
pool. A user is never granted a floating license from a pool of which he is
not a member. License pools allow you to give priority to a group that needs
licenses more urgently. The group with the smallest group ID has the highest
priority. When a non-reserved floating license becomes available, it is
granted to the next user who needs it, regardless of the priority of that
user's access to the system. You specify the number of licenses reserved for
a group in the Group form in BMC Remedy User. For more information about
User groups, see the Form and Application Objects guide and "Adding and
modifying user information" that follows.


  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Friday, January 25, 2008 8:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Group Form, Floating Licenses Field


** 
I disagree with Sean - I think the 10 are reserved, but not in the same way
that a fixed license is.  If there are only 5 people in the reserved group
who are using their licenses, the other 5 are open for use by anyone - until
someone within the reserved group needs it, in which case one of the
interlopers gets his/her license converted to a Read license so that the
user in the reserved group can use the write license guaranteed to that
group. 
 
I don't have access to my docs to verify that, but it's the way it was last
explained to me.  Does someone have the definitive word on this?
 
Rick
 
On 1/25/08, David Durling <[EMAIL PROTECTED]> wrote: 

I think we agree, or at least I agree with what you say.  Maybe I just
didn't state things well...

David D.
Univ. of Georgia


> I don't think that is correct.  My understanding is this:

> If you have 50 floating licenses and you say that Group A gets 10 then
> that means that Group A will always have 10 floating licenses no matter 
> what.  Think of a situation where your company has a 24x7 operations
> center.  What this is for is to guarantee that your operations center
> always has 10 users that could log in and always have a license.  This 
> also means that the 41st user to log in who is not a member of Group A
> will get a license denial ...

> Sean


> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of David Durling
> Sent: Thursday, January 24, 2008 2:38 PM
> To: [EMAIL PROTECTED]   
> Subject: Re: Group Form, Floating Licenses Field

> Shawn,

> On 6.0 (assume same as 6.3), my understanding:

> Like L.J. said, if no one from Group A is logged in, the 10 are simply 
> unusable by anyone.

> If you want to disallow Group A from using MORE than 10, you'll need to
> assign the others licenses to another group/groups.

> I don't know what happens when person is in 2 different groups that have 
> reserved licesnes - maybe the docs address that.

--
David Durling 706-542-0223
Enterprise IT Services [EMAIL PROTECTED]
University of Georgia 


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Impact of changing the Urgency, Impact and Priority Fields

[Viswanathan Balakumar]

HI ALL,

 

In ITSM 7.0,

 

One of the Customer Request is to change the values (Like low, medium, high,
critical to something like low, minor, major, severe) for the Impact,
Urgency and Priority fields in Incident & Problem forms.

 

I am thinking like this will impact more workflow with in the Helpdesk form
and also modules like SLA and Reports.

 

Does anybody experience\worked on similar customization? 

 

I like to get some information like 

 

1) Does this change can be done with minimal impact and minimal
customization (say Less than 100 Man HRS) to the product?

2) A Rough idea of what are the forms, Workflow and the modules that will
get impact?



As of my knowledge following functional areas will be impacted (to name
some):

1)   Prioritization form

2)   Incident Priority Weight Ranges

3)   SLAs

4)   Reports

 

Do you think I am missing some more functionality that will get impacted?

 

 

Thanks,

VB 

 


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Re: ITSM 7.02 Notifications Built In

[Lammey, Peter A.]

OK.  Didnt catch the Event Name was also in SYS:Notification Events.
There doesnt happen to be a join between CFG:NTE-Notification Events and
SYS:Notification Events is there?
 


Thanks 
Peter Lammey 
ESPN MIT Technical Services & Applications Management 
860-766-4761 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Friday, January 25, 2008 10:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.02 Notifications Built In


** 
Peter, what if you changed the Notification Event Type in the
NTE:CFG-Notification Events form from System Default to User - would
that enable the users' ability to opt out of individual notifications
(on the People form)? 
 
Just match up the Notification Event fields in that form to the one in
the SYS:Notification Events form.

Rick

On 1/25/08, Lammey, Peter A. <[EMAIL PROTECTED]> wrote: 

** 

We just rolled out Remedy ARSystem 7.01 and ITSM 7.02 to our
user community early last week. 
Following the release we had a number of production issues and
bugs to work out but among these there were quite a few concerns and
complaints from users that indicated that now they receive way too many
emails for Change tickets and Incident tickets from the system. 

A decision was made to go live with ITSM 7.02 with the out of
box notifications all for the most part to stay as is but now people saw
that it is an overkill.

I can see that you can reduce this by turning off these
notification scenarios and setup in CFG:NTE-Notification Events but
looking through each event for each application it is difficult to know
when these fire, where they are sent to (based on the various roles for
Incident and Change), and what content is included with each
notification event based on which Notification Message Tag it is linked
to (in SYS:Notification Messages). 

Does anyone know of a whitepaper or some helpful guide on
understanding this so that administrators can communicate to their users
knowledgebly on the effort and impact for changing this? 


Thanks 
Peter Lammey 
ESPN MIT Technical Services & Applications Management 
860-766-4761 

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Lots of Attachments

[Gayford, Matthew C.]

Hello List,

 

I'm building a form on ARS and one of the requirements from the client
is an attachment pool. They want to have the ability to add up to 50
attachments. However, not every entry will actually use this many
attachments. In fact, most of the requests they enter in this form will
not use any of these attachment areas. 

 

Anyone have any suggestions for a work around? Or, just any thoughts
about the impact of having that many empty attachment areas out there?

 

Regards,

 

-Matt

 

Matthew C. Gayford
Technology Research & Development
Information Technology Systems Division
University of North Carolina Wilmington 
(910) 962-7177

 


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Re: ITSM 7.02 Notifications Built In

[SUBSCRIBE arslist Melissa]

That's true.  If you set them to User, each user can turn them on or off. 
Or if you disable all the notifications that you don't want, that will 
work too.  We have turned off almost all notifications from within the 
system.





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

01/25/2008 09:36 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: ITSM 7.02 Notifications Built In






** 
Peter, what if you changed the Notification Event Type in the NTE:
CFG-Notification Events form from System Default to User - would that 
enable the users' ability to opt out of individual notifications (on the 
People form)? 
 
Just match up the Notification Event fields in that form to the one in the 
SYS:Notification Events form.
Rick
On 1/25/08, Lammey, Peter A. <[EMAIL PROTECTED]> wrote: 
** 
We just rolled out Remedy ARSystem 7.01 and ITSM 7.02 to our user 
community early last week. 
Following the release we had a number of production issues and bugs to 
work out but among these there were quite a few concerns and complaints 
from users that indicated that now they receive way too many emails for 
Change tickets and Incident tickets from the system. 
A decision was made to go live with ITSM 7.02 with the out of box 
notifications all for the most part to stay as is but now people saw that 
it is an overkill.
I can see that you can reduce this by turning off these notification 
scenarios and setup in CFG:NTE-Notification Events but looking through 
each event for each application it is difficult to know when these fire, 
where they are sent to (based on the various roles for Incident and 
Change), and what content is included with each notification event based 
on which Notification Message Tag it is linked to (in SYS:Notification 
Messages). 
Does anyone know of a whitepaper or some helpful guide on understanding 
this so that administrators can communicate to their users knowledgebly on 
the effort and impact for changing this? 

Thanks 
Peter Lammey 
ESPN MIT Technical Services & Applications Management 
860-766-4761 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" 
html___ 

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Re: OT:tomcat CPU Usage

[strauss]

Does this file come with non-BMC distributions of Tomcat (or Apache)?
I have never seen it in any of my BMC-distributed installations of
Tomcat 5.5.17 with mid-tier 7.x, or 5.5.20 with RKM 7.x (or Kinetic for
that matter).  I guess I should just count myself lucky to have never
seen it.

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

 


  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington
Sent: Friday, January 25, 2008 8:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT:tomcat CPU Usage


** 
Yea.  That file is a little bugger.  It's supposed to improve
performance. 


-- 
Tony Worthington
Sr. Technical Analyst
Kohl's Department Stores
[EMAIL PROTECTED]
262-703-5911 



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

01/25/2008 07:06 AM 
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG 
cc
Subject
Re: OT:tomcat CPU Usage






** 
Found it.. What I did.. 
It was Tony, not Warren... 
  
Tony Worthington
to arslist

show details
 8/21/07 

I can't speak to workflow causing issues in Mid-Tier, but the
tcnative.dll
issue is that Tomcat *sometimes* ends up eating 100% of 16 cpu's
indefinitely.

The dll is located in the tomcat\bin directory and is tcnative.dll

Removing or renaming the dll fixes the CPU usage issues.

I haven't had any other "weird" issues with Apache + Tomcat + Mid-Tier +
RKM though.  (Sometimes I think I might be the only one!) 

hth,
tony




On 1/23/08, Kimberly Langley
<[EMAIL PROTECTED]
 > wrote: 
** 

Patrick, 

Did you ever get an answer to your questions about the CPU
utilization with Tomcat? 

Thank you, 

Kim Langley 




  _  


From: Action Request System discussion list(ARSList) [mailto:

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Re: Group Form, Floating Licenses Field

[Rick Cook]

I disagree with Sean - I think the 10 are reserved, but not in the same way
that a fixed license is.  If there are only 5 people in the reserved group
who are using their licenses, the other 5 are open for use by anyone - until
someone within the reserved group needs it, in which case one of the
interlopers gets his/her license converted to a Read license so that the
user in the reserved group can use the write license guaranteed to that
group.

I don't have access to my docs to verify that, but it's the way it was last
explained to me.  Does someone have the definitive word on this?

Rick

On 1/25/08, David Durling <[EMAIL PROTECTED]> wrote:
>
> I think we agree, or at least I agree with what you say.  Maybe I just
> didn't state things well...
>
> David D.
> Univ. of Georgia
>
>
> > I don't think that is correct.  My understanding is this:
>
> > If you have 50 floating licenses and you say that Group A gets 10 then
> > that means that Group A will always have 10 floating licenses no matter
> > what.  Think of a situation where your company has a 24x7 operations
> > center.  What this is for is to guarantee that your operations center
> > always has 10 users that could log in and always have a license.  This
> > also means that the 41st user to log in who is not a member of Group A
> > will get a license denial ...
>
> > Sean
>
>
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:[EMAIL PROTECTED] On Behalf Of David Durling
> > Sent: Thursday, January 24, 2008 2:38 PM
> > To: [EMAIL PROTECTED]
> > Subject: Re: Group Form, Floating Licenses Field
>
> > Shawn,
>
> > On 6.0 (assume same as 6.3), my understanding:
>
> > Like L.J. said, if no one from Group A is logged in, the 10 are simply
> > unusable by anyone.
>
> > If you want to disallow Group A from using MORE than 10, you'll need to
> > assign the others licenses to another group/groups.
>
> > I don't know what happens when person is in 2 different groups that have
> > reserved licesnes - maybe the docs address that.
>
> --
> David Durling 706-542-0223
> Enterprise IT Services [EMAIL PROTECTED]
> University of Georgia
>
>
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Re: ITSM 7.02 Notifications Built In

[Lisa Westerfield]

There is (and has been for some time) a ticket open with BMC -SW00251841- to 
provide a list of the OOB notifications.

The update I received this week is that the ticket is still open and is planned 
to be delivered with the next release... which does not have a date yet.

- Original Message -
From: Action Request System discussion list(ARSList) 
To: arslist@ARSLIST.ORG 
Sent: Fri Jan 25 09:11:15 2008
Subject: ITSM 7.02 Notifications Built In

** 

We just rolled out Remedy ARSystem 7.01 and ITSM 7.02 to our user community 
early last week. 
Following the release we had a number of production issues and bugs to work out 
but among these there were quite a few concerns and complaints from users that 
indicated that now they receive way too many emails for Change tickets and 
Incident tickets from the system.

A decision was made to go live with ITSM 7.02 with the out of box notifications 
all for the most part to stay as is but now people saw that it is an overkill.

I can see that you can reduce this by turning off these notification scenarios 
and setup in CFG:NTE-Notification Events but looking through each event for 
each application it is difficult to know when these fire, where they are sent 
to (based on the various roles for Incident and Change), and what content is 
included with each notification event based on which Notification Message Tag 
it is linked to (in SYS:Notification Messages).

Does anyone know of a whitepaper or some helpful guide on understanding this so 
that administrators can communicate to their users knowledgebly on the effort 
and impact for changing this? 


Thanks 
Peter Lammey 
ESPN MIT Technical Services & Applications Management 
860-766-4761 

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

Re: Group Form, Floating Licenses Field

[David Durling]

I think we agree, or at least I agree with what you say.  Maybe I just 
didn't state things well...


David D.
Univ. of Georgia


> I don't think that is correct.  My understanding is this:

> If you have 50 floating licenses and you say that Group A gets 10 then
> that means that Group A will always have 10 floating licenses no matter
> what.  Think of a situation where your company has a 24x7 operations
> center.  What this is for is to guarantee that your operations center
> always has 10 users that could log in and always have a license.  This
> also means that the 41st user to log in who is not a member of Group A
> will get a license denial ...

> Sean


> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of David Durling
> Sent: Thursday, January 24, 2008 2:38 PM
> To: [EMAIL PROTECTED]
> Subject: Re: Group Form, Floating Licenses Field

> Shawn,

> On 6.0 (assume same as 6.3), my understanding:

> Like L.J. said, if no one from Group A is logged in, the 10 are simply
> unusable by anyone.

> If you want to disallow Group A from using MORE than 10, you'll need to
> assign the others licenses to another group/groups.

> I don't know what happens when person is in 2 different groups that have
> reserved licesnes - maybe the docs address that.

--
David Durling 706-542-0223
Enterprise IT Services [EMAIL PROTECTED]
University of Georgia

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Re: ITSM 7.02 Notifications Built In

[Rick Cook]

Peter, what if you changed the Notification Event Type in the
NTE:CFG-Notification
Events form from System Default to User - would that enable the users'
ability to opt out of individual notifications (on the People form)?

Just match up the Notification Event fields in that form to the one in the
SYS:Notification Events form.

Rick
On 1/25/08, Lammey, Peter A. <[EMAIL PROTECTED]> wrote:
>
> **
>
> We just rolled out Remedy ARSystem 7.01 and ITSM 7.02 to our user
> community early last week.
> Following the release we had a number of production issues and bugs to
> work out but among these there were quite a few concerns and complaints from
> users that indicated that now they receive way too many emails for Change
> tickets and Incident tickets from the system.
>
> A decision was made to go live with ITSM 7.02 with the out of box
> notifications all for the most part to stay as is but now people saw that it
> is an overkill.
>
> I can see that you can reduce this by turning off these notification
> scenarios and setup in CFG:NTE-Notification Events but looking through each
> event for each application it is difficult to know when these fire, where
> they are sent to (based on the various roles for Incident and Change), and
> what content is included with each notification event based on which
> Notification Message Tag it is linked to (in SYS:Notification Messages).
>
> Does anyone know of a whitepaper or some helpful guide on understanding
> this so that administrators can communicate to their users knowledgebly on
> the effort and impact for changing this?
>
> Thanks
> Peter Lammey
> ESPN MIT Technical Services & Applications Management
> 860-766-4761
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: Group Form, Floating Licenses Field

[LJ Longwing]

I'm not sure of the Order, but Remedy will check if a user is a member of a
group with reserved floating, so in the case of user being a member of A and
B, but A's are all used, but B's are not...they would use B's before going
to the general pool, but I agree with everyone else...if you want A to only
be able to use 10 and everyone else use the other 30...then it's an A
reserve group and a NotA reserve group 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of David Durling
Sent: Thursday, January 24, 2008 12:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Group Form, Floating Licenses Field

Shawn,

On 6.0 (assume same as 6.3), my understanding:

Like L.J. said, if no one from Group A is logged in, the 10 are simply
unusable by anyone.

If you want to disallow Group A from using MORE than 10, you'll need to
assign the others licenses to another group/groups.

I don't know what happens when person is in 2 different groups that have
reserved licesnes - maybe the docs address that.

David Durling
University of Georgia



> Floating pools reserve those licenses for those users.  So if in your 
> instance, you have 40, and you reserve 10 for group A, only members of 
> Group A can use them.  If all 10 of those are used, and there are 
> available licenses not assigned to a pool, then members of Group A 
> would use the un-pooled licenses as wellbut only members of group 
> A will be able to use those 10
> 
> 
> - Hide quoted text -
> - Show quoted text -
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> 
> [mailto:[EMAIL PROTECTED] On Behalf Of Shawn Stonequist
> Sent: Thursday, January 24, 2008 8:46 AM
> To: [EMAIL PROTECTED]
> Subject: Group Form, Floating Licenses Field
> 
> 
> Greetings List! 
> 
> 
> We are wondering how the Floating License field works on the Group 
> form. Is anyone using this field currently? What are some of the 
> positive and negative impacts it use has?
> 
> 
> For instance, if we have 40 licenses total, and set this number 10 for 
> Group A, am I correct that no more than 10 tokens will be issued to 
> members of Group A, even if they have 15 users on? And if Group A has 
> only 5 users on, will non-Group A members be able to use the remaining 
> 35 tokens, or will it only be possible for non-Group A members to use 
> up to 30 tokens (since 10 have been assigned to Group A itself)?
> 
> 
> Please let me know if I'm not clear- its been a long week, so this all 
> makes sense in my head at the moment.
> 
> 
> Thanks in advance for your help! 
> Shawn Stonequist
> Remedy 6.3
> EMNS, Inc. 
> 

-- 
David Durling 706-542-0223
Enterprise IT Services [EMAIL PROTECTED]
University of Georgia


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ITSM 7.02 Notifications Built In

[Lammey, Peter A.]

We just rolled out Remedy ARSystem 7.01 and ITSM 7.02 to our user
community early last week.
Following the release we had a number of production issues and bugs to
work out but among these there were quite a few concerns and complaints
from users that indicated that now they receive way too many emails for
Change tickets and Incident tickets from the system.

A decision was made to go live with ITSM 7.02 with the out of box
notifications all for the most part to stay as is but now people saw
that it is an overkill.

I can see that you can reduce this by turning off these notification
scenarios and setup in CFG:NTE-Notification Events but looking through
each event for each application it is difficult to know when these fire,
where they are sent to (based on the various roles for Incident and
Change), and what content is included with each notification event based
on which Notification Message Tag it is linked to (in SYS:Notification
Messages).

Does anyone know of a whitepaper or some helpful guide on understanding
this so that administrators can communicate to their users knowledgebly
on the effort and impact for changing this? 


Thanks
Peter Lammey
ESPN MIT Technical Services & Applications Management
860-766-4761


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Re: Resp to Gidd/Bouyant/ADV: Xtreme/Dashboard

[David Sanders]

Hi All

 

Well it's good to get some feedback, some positive and some critical.  Here
are a few responses to some of the comments. This is effectively a beta
release and there will be some bugs - getting feedback on using an
application is how it gets improved, so thanks for your comments.

 

"It looks like a bit like a Mac application." - actually, we can make it
look like more or less any style we want - and that is the point, you can
make it behave like a proper web application and change the look and feel to
match corporate standards.

 

"The Mid-Tier is pretty impressive because you can serve up the WUT UI in
the web." - as we all know, the Mid-Tier has problems with both performance
and cross-platform/browser support.  For a comparison, login to both the
Xtreme Console and the Mid-Tier Console on the same server and compare
performance:

 

Xtreme Console: http://www.buoyantsolutions.net/xtreme

Mid-Tier: http://www.buoyantsolutions.net/support

 

Username: Mary McDonald Password: us05gtst802unp

 

This is a v7.1 Mid-Tier with prefetch configured.

 

Could we rewrite the whole UI in this application? - probably Yes, but we
wouldn't want to reinvent the wheel of what Remedy already does so well
itself.  What Remedy currently doesn't do well is provide a simple fast and
flexible interface for Requesters.

 

"Will this work on a mobile device?..." - probably not, and we haven't
tested it.  The latest release of Flash for mobiles is meant to be able to
support this type of application, but we'd need to produce a different UI
layout for that.  But you don't need to use Flash with this sort of
integration.  For example, you could equally well use the XML Gateway and a
PHP, DotNet etc. application to give access to the Remedy server.  For those
interested, all transactions in our application go through the Remedy API as
an authenticated user so permissions, licensing etc. and filter workflow are
enforced. The test user above has a read license and the submitter mode on
the server is set to locked. XML Gateway is also able to do transactions
direct to the underlying database if needed.

 

"Does it only work with ESS?" - the version in our website is connecting
through to ESS.  However, the changes needed to make it connect to ITSM 6
instead would be fairly minor - mainly just changing the xml query templates
to point to the correct forms and fields.  The structure of ITSM7 is
different and I am not familiar with it, but again it should be possible.

 

"There is no information about costs." - the application uses an OEM version
of XML Gateway from JSS or a similar xml engine.  You need to contact them
directly for prices.  However, the Xtreme Console interface and XML Gateway
are bundled with ESS at no extra charge.  If we were to develop a version
for ITSM6 or ITSM7 there would obviously be some costs, but we're not at
that stage yet.  It would be interesting to learn what level of demand there
might be for an add-on to the ITSM suites like this.

 

Again, thanks for the feedback.

 

David Sanders

Remedy Solution Architect

Enterprise Service Suite @ Work

==

ARS List Award Winner 2005

Best 3rd party Remedy Application

 

See the
 ESS
Concepts Guide

 

tel +44 1494 468980

mobile +44 7710 377761

email [EMAIL PROTECTED]

 

web http://www.westoverconsulting.co.uk
 

 


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Re: Group Form, Floating Licenses Field

[Misi Mladoniczky]

Hi,

Group A will have access to the 10 reserved licenses and also any other
licenses that is unused at that time.

To divide your users inte two groups with 10 and 30 respectively, you need
to assigne 10 to group A, and then 30 to group EveryoneButA, and assign
all other users to that group.

>From an optimization standpoint, it is allways best NOT to use license
pools at all. Try the test-version of RRR|License to check how well you
use your current licenses! Our customers usually free at least 10-30
percent of their total number of licenses!

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

> I don't think that is correct.  My understanding is this:
>
> If you have 50 floating licenses and you say that Group A gets 10 then
> that means that Group A will always have 10 floating licenses no matter
> what.  Think of a situation where your company has a 24x7 operations
> center.  What this is for is to guarantee that your operations center
> always has 10 users that could log in and always have a license.  This
> also means that the 41st user to log in who is not a member of Group A
> will get a license denial ...
>
> Sean
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of David Durling
> Sent: Thursday, January 24, 2008 2:38 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Group Form, Floating Licenses Field
>
> Shawn,
>
> On 6.0 (assume same as 6.3), my understanding:
>
> Like L.J. said, if no one from Group A is logged in, the 10 are simply
> unusable by anyone.
>
> If you want to disallow Group A from using MORE than 10, you'll need to
> assign the others licenses to another group/groups.
>
> I don't know what happens when person is in 2 different groups that have
> reserved licesnes - maybe the docs address that.
>
> David Durling
> University of Georgia
>
>
>
>> Floating pools reserve those licenses for those users.  So if in your
>> instance, you have 40, and you reserve 10 for group A, only members of
>> Group
>> A can use them.  If all 10 of those are used, and there are available
>> licenses not assigned to a pool, then members of Group A would use the
>> un-pooled licenses as wellbut only members of group A will be able
>> to
>> use those 10
>>
>>
>> - Hide quoted text -
>> - Show quoted text -
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList)
>>
>> [mailto:[EMAIL PROTECTED] On Behalf Of Shawn Stonequist
>> Sent: Thursday, January 24, 2008 8:46 AM
>> To: [EMAIL PROTECTED]
>> Subject: Group Form, Floating Licenses Field
>>
>>
>> Greetings List!
>>
>>
>> We are wondering how the Floating License field works on the Group form.
>> Is
>> anyone using this field currently? What are some of the positive and
>> negative impacts it use has?
>>
>>
>> For instance, if we have 40 licenses total, and set this number 10 for
>> Group
>> A, am I correct that no more than 10 tokens will be issued to members of
>> Group A, even if they have 15 users on? And if Group A has only 5 users
>> on,
>> will non-Group A members be able to use the remaining 35 tokens, or will
>> it
>> only be possible for non-Group A members to use up to 30 tokens (since
>> 10
>> have been assigned to Group A itself)?
>>
>>
>> Please let me know if I'm not clear- its been a long week, so this all
>> makes
>> sense in my head at the moment.
>>
>>
>> Thanks in advance for your help!
>> Shawn Stonequist
>> Remedy 6.3
>> EMNS, Inc.
>>
>
> --
> David Durling 706-542-0223
> Enterprise IT Services [EMAIL PROTECTED]
> University of Georgia
>
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Re: List of Remedy tables to truncate?

[Drew Shuller]

Elinore,

Feel free to delete the records in those tables. Crashing the server? It 
depends on how many records you'll be deleting, the size of your 
server, and how sensitive you are to user "timeouts," but I doubt you'll 
have a problem.


Create a series of escalations that run after 6pm which each delete 
chunks of records. Then create more escalations that delete these records 
once a week or so.


Drew
Tulsa


On Fri, 25 Jan 2008, 
Elinore AR wrote:



Hi All,

We are doing some major clean-up on our old server (ARS 5.1) to unclog
our db and was looking into truncating  records from the following
tables (that we have never used as reference for anything as far as I
know)

- Alert Events
- AR System Email Messages
- AR System Email Error Logs
- AR System Email Attachments

Any suggestions? Objections? Hesitations? Tips on how to not crash the
server while attempting to do this?

Thanks in advance!

Elinore

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Re: OT:tomcat CPU Usage

[Tony Worthington]

Yea.  That file is a little bugger.  It's supposed to improve performance.


-- 
Tony Worthington
Sr. Technical Analyst
Kohl's Department Stores
[EMAIL PROTECTED]
262-703-5911



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

01/25/2008 07:06 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: OT:tomcat CPU Usage






** 
Found it.. What I did.. 
It was Tony, not Warren... 
 
Tony Worthington 

to arslist

show details
 8/21/07 

I can't speak to workflow causing issues in Mid-Tier, but the tcnative.dll
issue is that Tomcat *sometimes* ends up eating 100% of 16 cpu's
indefinitely.

The dll is located in the tomcat\bin directory and is tcnative.dll

Removing or renaming the dll fixes the CPU usage issues.

I haven't had any other "weird" issues with Apache + Tomcat + Mid-Tier +
RKM though.  (Sometimes I think I might be the only one!) 

hth,
tony


 
On 1/23/08, Kimberly Langley <[EMAIL PROTECTED]> wrote: 

** 
Patrick,
 
Did you ever get an answer to your questions about the CPU utilization 
with Tomcat?
 
Thank you,
Kim Langley
 

From: Action Request System discussion list(ARSList) [mailto: 
[EMAIL PROTECTED] On Behalf Of patrick zandi
Sent: Tuesday, July 03, 2007 6:06 PM
To: arslist@ARSLIST.ORG 
Subject: Re: OT:tomcat CPU Usage
 
** 
after about an hour of not touching the server .. it does drop off back 
down..
But if you select Flashboards, or any mid-tier service, backup for a min 
of 1 more hour.

 
On 7/3/07, patrick zandi < [EMAIL PROTECTED]> wrote: 
By the Way .. 100% of the issue is in the area of I/O Other Bytes.. 
no other performance indicators are touched.. 

 
On 7/3/07, patrick zandi < [EMAIL PROTECTED] > wrote: 
I have already seen an issue with CPU usage and tomcat 5.5.26 on windows 
2003 Server.
I have a Dual Quad Core Dell 2950 with 6 gig of ram. Prior to installing 
tomcat with newatlanta and everything else.. except the db.
CPU usage has been low.. like 5% and peaking occasionally to 25%..
Tomcat is currently running at 40 - 50 % of total system CPU usage.. of 8 
CPU's ? 
plus no one is even connected to it ?
 
Do I need to change a configuration setting here ?
-- 
Patrick Zandi 




-- 
Patrick Zandi 



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Re: Remedy User parameters

[Grooms, Frederick W]

Since your external system can call a program you should be able to
create the ARTask file.  All an ARTask file is is a simple text file.
The ARTask executable is installed as part of the User tool install.

The ARTask file has the format of (for opening a form and going to a
record) :   
[Shortcut]   
Name = MyFormNameToOpen   
Type = 0   
Server = MyServerName   
Join = 0   
Ticket = TicketToPullUp   

Your external application might be able to write the text to a file (say
OpenRemedy.artask) and then call the file.  Windows should handle
starting ARTask.exe which will then call ARUser.exe.

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Beketov Danila
Sent: Friday, January 25, 2008 12:30 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy User parameters

This way is not right for me. In that case I need to copy .exe file on
every client machine. There's another way?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Thursday, January 24, 2008 5:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy User parameters

Well, if you know how to code a little, you could write a simple little
app that generates an ARTASK file and then call it with artask.exe.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Beketov Danila
Sent: Wednesday, January 23, 2008 11:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy User parameters

Yes! I have a external system, from which I need to launch Remedy User
with dynamic form and record

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Wednesday, January 23, 2008 6:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy User parameters

Can you be very specific about what you're trying to accomplish? Perhaps
with more info we can provide a workable solution.

I take it you want to automatically open a request by Request ID? I'm
assuming that the Request ID is also dynamic?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Beketov Danila
Sent: Wednesday, January 23, 2008 9:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy User parameters

What I can do it by alternate tools? Maybe another way does exist?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Wednesday, January 23, 2008 6:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy User parameters

The User tool can be opened from the command prompt and it does accept
some parameters, but unfortunately, form name and Request ID are not
available as parameters.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Beketov Danila
Sent: Wednesday, January 23, 2008 8:44 AM
To: arslist@ARSLIST.ORG
Subject: Remedy User parameters

Hi,

How can I open Remedy User from cmd.exe for open specific record of
specific form? Maybe Remedy User can run with parameters?

Danila

 

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Re: View Field and CSS

[Schryver, Curt]

I've used this in the past to control the contents of what I put into
the View Field, but what about controlling the View Field itself?  The
CSS references I mention below allow you to control things like margins,
colors, etc. of the control itself.
 
Also, if I create a CSS file called viewfield.css, where do I put it on
the server so it can be referenced by simply typing the name of the file
in the Field Properties dialog box?
 
Thanks again.

Curt A. Schryver 
717-810-2109 tel 
[EMAIL PROTECTED] 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Thursday, January 24, 2008 11:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: View Field and CSS


** You can embed the css in the view field html contents, or you have
inline css referenced from any web server in the html in the view field.

Axton Grams


On Jan 24, 2008 11:24 AM, Schryver, Curt <
[EMAIL PROTECTED]> wrote:


** 

Been reading through the manuals and I don't see a specific
listing for View Fields when it comes to CSS.  (Installing and
Administering BMC Remedy Mid Tier, page 163)  Other fields like
Character, Selection, Currency, etc. are all listed with the Selector
and Properties for each control ( i.e. fieldset, textarea.text, etc.).
Is there a list that I'm missing that will let me control the View Field
a bit using CSS (like inside margins, font, etc.)?

Also, if I create a new CSS file for just View Fields, where is
the best place to put it?  I see lots of locations for CSS files on the
Mid Tier server under C:\Program Files\AR System\Mid-Tier. 

Thanks, 
  Curt 

Mid Tier: 7.0.01 Patch 005 
Application server: 7.0.01 Patch 003 

Curt A. Schryver 
Action Request System Administrator 
Tyco Electronics 
100 AMP Drive 
MS 161-043 
Harrisburg, PA 17105 
717-810-2109 tel 
717-810-2124 fax 
[EMAIL PROTECTED] 

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Re: Remedy User parameters

[Carey Matthew Black]

Danila,

If the Mid-Tier is an option... then opening the Mid-Tier ( with a URL
for the specific form/Entry ID value) would be a snap. (But you still
need something on the client to "call" or "start" that URL.

Maybe you can add some context to this request for help? What is the
starting point? (An Email? An IM? A smoke signal? A User clicking on
something? Some other application? etc... etc...) Knowing what the
full desired sequence of events might be very helpful to this
discussion.

-- 
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 25, 2008 1:29 AM, Beketov Danila <[EMAIL PROTECTED]> wrote:
> This way is not right for me. In that case I need to copy .exe file on
> every client machine. There's another way?
>



> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Beketov Danila
> Sent: Wednesday, January 23, 2008 11:47 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy User parameters
>
> Yes! I have a external system, from which I need to launch Remedy User
> with dynamic form and record
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
> CS/SCCE
> Sent: Wednesday, January 23, 2008 6:22 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy User parameters
>
> Can you be very specific about what you're trying to accomplish? Perhaps
> with more info we can provide a workable solution.
>
> I take it you want to automatically open a request by Request ID? I'm
> assuming that the Request ID is also dynamic?
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Beketov Danila
> Sent: Wednesday, January 23, 2008 9:12 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy User parameters
>
> What I can do it by alternate tools? Maybe another way does exist?



> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Beketov Danila
> Sent: Wednesday, January 23, 2008 8:44 AM
> To: arslist@ARSLIST.ORG
> Subject: Remedy User parameters
>
> **
>
> Hi,
>
> How can I open Remedy User from cmd.exe for open specific record of
> specific form? Maybe Remedy User can run with parameters?
>
> Danila

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OT: RE: FW: ARS posting

[Pierson, Shawn]

David,



This is a little off topic, but I'd like to make a suggestion for you to
pass along to BMC's documentation people.  Naming a file "65712.pdf" is
not a good indication of what that file is about or what it is used for.
They need to adopt a more meaningful naming convention to make it easier
for users to read it.



I try to organize all of my documentation by version and purpose when I
can, but too much that I download from BMC comes with filenames like
this, so if I'm downloading a lot of documentation on a new version, it
makes it harder for me to sort it out correctly.  I'm sure a lot of
others have difficulty with that as well.  The document you referenced
should be named something like WP_ARS_SSO.pdf or something similar so we
know it's a white paper on SSO.



Thanks,



Shawn Pierson



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Thursday, January 24, 2008 11:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: FW: ARS posting



**

There is also the integration white paper as a reference:



16-Oct-2006 (White Paper) Integrating BMC Remedy Action Request System
with Single Sign-On (SSO) and Other Client-Side Login Intercept
Technologies PDF




http://www.bmc.com/supportu/documents/57/12/65712/65712.pdf



-David J. Easter

Sr. Product Manager, Service Management Business Unit

BMC Software, Inc.



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





From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Garrison, Sean (Norcross)
Sent: Thursday, January 24, 2008 9:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: FW: ARS posting

**

The only integration w/ SSO that exists that I am aware of is the one
that Remedy has w/ Oracle SSO.  There is an example SSO code that
someone gave me to try that I have seen before (via AREA API).  If you
call around Remedy you might be able to find it.  The code that was sent
to us was insecure ... so use at your own risk.  It also would not meet
our requirements.  We wanted gui users to authenticate via LDAP and
mid-tier users to automatically log in.  Which means we would have had
to write our own LDAP plugin that included a back door for Mid-Tier.  If
someone knew the back door they could log in as anybody and have access
to anything in Remedy.



Sean









From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Roger Walls
Sent: Thursday, January 24, 2008 11:54 AM
To: arslist@ARSLIST.ORG
Subject: FW: ARS posting



**

Hello all,



My company is looking to implement an automatic login solution (SSO
using windows authentication) with the web interface for Remedy ARS.
Since many people have interpreted this differently, please allow me to
explain what I mean:



We'd like our users to NOT be prompted with the remedy login screen.



If a site is listed in the "intranet zone" in the browser settings, you
can pass your current username and password from the machine to the site
and be authenticated without being prompted for login credentials. We'd
like the remedy site to be able to read the HTTP Request headers for
this information and allow the authentication to pass through. We do not
have any third-party SSO solution.



Is this possible out of the box?

If not, is there an add-on available that would allow us do this?

Has anyone done this before (successfully)?



Thanks in advance.



Roger Walls





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OOtB Approval Processes

[Pierson, Shawn]

Good morning folks,

It looks like a former colleague made some changes I was not aware of
that are causing problems, and as a result, I'd like to get a clean set
of data from the "Approval Process Configuration" form in ITSM 7.  I'm
on 7.0.3 patch 6, but I don't think that part makes a difference.

If someone can send me an arx file with the records that come out of the
box, I would appreciate it.

Thanks,

Shawn Pierson

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Re: OT:tomcat CPU Usage

[patrick zandi]

Found it.. What I did..
It was Tony, not Warren...

  Tony Worthingtonto arslist
 show details
 8/21/07  I can't speak to workflow causing issues in Mid-Tier, but the
tcnative.dll
issue is that Tomcat *sometimes* ends up eating 100% of 16 cpu's
indefinitely.

The dll is located in the tomcat\bin directory and is tcnative.dll

Removing or renaming the dll fixes the CPU usage issues.

I haven't had any other "weird" issues with Apache + Tomcat + Mid-Tier +
RKM though.  (Sometimes I think I might be the only one!)

hth,
tony



On 1/23/08, Kimberly Langley <[EMAIL PROTECTED]> wrote:
>
> **
>
> Patrick,
>
>
>
> Did you ever get an answer to your questions about the CPU utilization
> with Tomcat?
>
>
>
> Thank you,
>
> Kim Langley
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *patrick zandi
> *Sent:* Tuesday, July 03, 2007 6:06 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: OT:tomcat CPU Usage
>
>
>
> **
>
> after about an hour of not touching the server .. it does drop off back
> down..
>
> But if you select Flashboards, or any mid-tier service, backup for a min
> of 1 more hour.
>
>
>
> On 7/3/07, *patrick zandi* <[EMAIL PROTECTED]> wrote:
>
> By the Way .. 100% of the issue is in the area of I/O Other Bytes..
>
> no other performance indicators are touched..
>
>
>
> On 7/3/07, *patrick zandi* <[EMAIL PROTECTED] > wrote:
>
> I have already seen an issue with CPU usage and tomcat 5.5.26 on windows
> 2003 Server.
>
> I have a Dual Quad Core Dell 2950 with 6 gig of ram. Prior to installing
> tomcat with newatlanta and everything else.. except the db.
>
> CPU usage has been low.. like 5% and peaking occasionally to 25%..
>
> Tomcat is currently running at 40 - 50 % of total system CPU usage.. of 8
> CPU's ?
>
> plus no one is even connected to it ?
>
>
>
> Do I need to change a configuration setting here ?
>
> --
> Patrick Zandi
>
>
>
>
>
> --
> Patrick Zandi
>
>
>
>
> --
> Patrick Zandi __20060125___This posting was submitted
> with HTML in it___
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___




-- 
Patrick Zandi

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Re: OT:tomcat CPU Usage

[patrick zandi]

Sorry -- I thought for sure it was you..
My bad..

Thanks for looking..


On 1/25/08, Warren Baltimore <[EMAIL PROTECTED]> wrote:
>
> ** Pat,
>
> I just spent about an hour going through Matt's Archives  Besides a
> few laughs at some of the questions I asked 7 years ago, I haven't been able
> to find anything that sounds like the problem you are having
>
> Wish I was more help!
>
> Warren
>
>
>  On 1/24/08, Warren Baltimore <[EMAIL PROTECTED]> wrote:
> >
> > Pat, I'll take a look through some of my older stuffIt doesn't sound
> > familiar, but my memory is not the best
> >
> > Warren
> >
> >
> >  On 1/24/08, patrick zandi <[EMAIL PROTECTED] > wrote:
> > >
> > > ** I believe Warren Baltimore ?  is the one who fixed it.. you had to
> > > remove a file.. I believe..
> > > It has been a while.. but that was the fix.. I will attempt to look it
> > > over.. from the last job.. and see what I can find.
> > >
> > > I will post back .. If I locate. --
> > > And this fix was regardless of which version too..
> > >
> > > On Jan 23, 2008 8:14 PM, Kimberly Langley <[EMAIL PROTECTED] >
> > > wrote:
> > >
> > > > **
> > > >
> > > > Patrick,
> > > >
> > > >
> > > >
> > > > Did you ever get an answer to your questions about the CPU
> > > > utilization with Tomcat?
> > > >
> > > >
> > > >
> > > > Thank you,
> > > >
> > > > Kim Langley
> > > >
> > > >
> > > >  --
> > > >
> > > > *From:* Action Request System discussion list(ARSList) [mailto:
> > > > [EMAIL PROTECTED] *On Behalf Of *patrick zandi
> > > > *Sent:* Tuesday, July 03, 2007 6:06 PM
> > > > *To:* arslist@ARSLIST.ORG
> > > > *Subject:* Re: OT:tomcat CPU Usage
> > > >
> > > >
> > > >
> > > > **
> > > >
> > > > after about an hour of not touching the server .. it does drop off
> > > > back down..
> > > >
> > > > But if you select Flashboards, or any mid-tier service, backup for a
> > > > min of 1 more hour.
> > > >
> > > >
> > > >
> > > > On 7/3/07, *patrick zandi* < [EMAIL PROTECTED]> wrote:
> > > >
> > > > By the Way .. 100% of the issue is in the area of I/O Other Bytes..
> > > >
> > > > no other performance indicators are touched..
> > > >
> > > >
> > > >
> > > > On 7/3/07, *patrick zandi* < [EMAIL PROTECTED] > wrote:
> > > >
> > > > I have already seen an issue with CPU usage and tomcat 5.5.26 on
> > > > windows 2003 Server.
> > > >
> > > > I have a Dual Quad Core Dell 2950 with 6 gig of ram. Prior to
> > > > installing tomcat with newatlanta and everything else.. except the db.
> > > >
> > > > CPU usage has been low.. like 5% and peaking occasionally to 25%..
> > > >
> > > > Tomcat is currently running at 40 - 50 % of total system CPU usage..
> > > > of 8 CPU's ?
> > > >
> > > > plus no one is even connected to it ?
> > > >
> > > >
> > > >
> > > > Do I need to change a configuration setting here ?
> > > >
> > > > --
> > > > Patrick Zandi
> > > >
> > > >
> > > >
> > > >
> > > >
> > > > --
> > > > Patrick Zandi
> > > >
> > > >
> > > >
> > > >
> > > > --
> > > > Patrick Zandi __20060125___This posting was
> > > > submitted with HTML in it___
> > > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers
> > > > Are" html___
> > >
> > >
> > >
> > >
> > > --
> > > Patrick Zandi __Platinum Sponsor: www.rmsportal.com ARSlist: "Where
> > > the Answers Are" html___
> >
> >
> >
> >
> > --
> > Warren R. Baltimore II
> > Remedy Developer
> > UW Medicine IT Services
> > School of Medicine
> > University of Washington
> > Box 358220
> > 1325 Fourth Ave, Suite 2000
> > Seattle, WA 98101
> >
> > The opinions expressed in this e-mail are in no way those of the
> > University of Washington, or the State of Washington.  They are my own.
>
>
>
>
> --
> Warren R. Baltimore II
> Remedy Developer
> UW Medicine IT Services
> School of Medicine
> University of Washington
> Box 358220
> 1325 Fourth Ave, Suite 2000
> Seattle, WA 98101
>
> The opinions expressed in this e-mail are in no way those of the
> University of Washington, or the State of Washington.  They are my own.
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
>



-- 
Patrick Zandi

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Pros and Cons of using different replication methods for failover/disaster recovery

[jmchugh]

Hi All,

Environment:
ARS 7.0.x
Windows 2003
ITSM 7.0.x
Mid-Tier 7.0.x
All on the same server.

On an MS SQL Server 2000 or 2005, what are the pros and cons of using
the following Replication methods for failover/disaster recover

o   Log Shipping

o   Snapshot Replication - may not cope with full recovery because
it's a 'snapshot' in time, but 

o   Transactional Replication - is this too hard on the servers/
network?

o   Merge Replication -  this requires primary keys and Remedy doesn't
have any  Is this a correct assumption?



Any help is appreciated ...

Thanks
John

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Re: Remedy WAP capabilities

[Hugo Visser]

I suspect that the client-type is only valid when coming through the remedy
wireless product, which I think is discontinued. Remedy wireless supplied
WAP access to the AR System.

Hugo

On Jan 25, 2008 1:34 AM, Joe D'Souza <[EMAIL PROTECTED]> wrote:

> Not that I heard of but one of the $client-types$ is for wireless
> devices..
>
> Maybe you could make special WAP page views for those specific
> applications
> that your WAP users are likely to access?
>
> Joe
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of Grooms, Frederick W
> Sent: Thursday, January 24, 2008 5:03 PM
> To: arslist@ARSLIST.ORG
> Subject: Remedy WAP capabilities
>
>
> Here is one for the list...
>
> Scenario:   Boss just got a Blackberry (my first thought was "Great,
> more work for me").  He can access the Mid-Tier web page but he says the
> buttons don't work correctly and the page is confusing.
>
> Is there a WAP translator/interface available to go along with Mid-Tier
> that does not require an application to be downloaded to the device?
> Something that will take our tabbed forms and make them cards in a deck?
>
> Fred
>
> No virus found in this outgoing message.
> Checked by AVG Free Edition.
> Version: 7.5.516 / Virus Database: 269.19.10/1241 - Release Date:
> 1/24/2008
> 9:58 AM
>
>
>
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List of Remedy tables to truncate?

[Elinore AR]

Hi All,

We are doing some major clean-up on our old server (ARS 5.1) to unclog
our db and was looking into truncating  records from the following
tables (that we have never used as reference for anything as far as I
know)

- Alert Events
- AR System Email Messages
- AR System Email Error Logs
- AR System Email Attachments

Any suggestions? Objections? Hesitations? Tips on how to not crash the
server while attempting to do this?

Thanks in advance!

Elinore

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

[Gary Roach]

I will be out of the office starting  01/25/2008 and will not return until
01/28/2008.

I will be checking email / v-mail regularly. If you need to speak with
someone immediately please call (or email) John Kovalcik at 724-539-5228.

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Re: Resp to Gidd/Bouyant/ADV: Xtreme/Dashboard

[Hugo Visser]

Gidd,

OK, sure it's a nice flex/flash app, sure JSS does a good job supplying
data, but from an AR System perspective it has not much to do with AR System
any more. What makes AR System strong IMHO is that you can create a UI and
serve it up in the WUT or the Mid-Tier. And I agree that MT might not be the
best webapp around, but for what it does it is pretty impressive (aka
emulate a "legacy" client on the web).

To me this kind of apps is like using the AR System solely as an enhanced
DB, which might be OK for the specialized case. But if you are going down
that road for all your apps you should question why you are using AR System
at all.

But you have a nice tech showcase here, which is still a bit rough in the
usability area, but I assume that you'll work out those details along the
road.

Totally off topic, but one other small remark is that you and David might
consider to coordinate the posting of ads on the list :) (it just looked
silly to me to make two announcements)

Hugo

On Jan 25, 2008 2:15 AM, Gidd <[EMAIL PROTECTED]> wrote:

> Matt,
>
> Yup you guessed it Flash.  Wanna guess what development tool we used?
> Not sure what you mean show stopper?
>
> Did you mention FireFox Beta ?  I am using FireFox 2 and see no issue?
>
> Does it work on your MAC ?
>
> Yup it looks kinda line a MAC UI, but I am not sure that is a bad thing?
>
> I have a small iBook (ancient really) and min RAM and performance is
> more then acceptable.  Truly the XML Gateway integration makes the
> application
> rock I think?  Guess I could be wrong.  If you haven't looked at JSS's
> tool lately I'd recommend a second look.
>
> Did you notice our ability to select a list of tickets and then open
> Excel and Paste ?  How about something as simple as an attachment or note
> while in the browser ?  Ok the Yahoo Map is over the top but you know
> maybe
> if we linked the ticket to the requester's address we could print out a
> map
> for the guy...
>
>
> So, does it look anything link Remedy MT to you ?
> Ah, that was intentional!
>
>
> Honestly, we are way over the top here and this is breaking new ground,
> what
> do you really think ...
>
> Thanks for your input it is appreciated.
>
>
> Regards...Gidd
>
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
> Sent: Thursday, January 24, 2008 12:28 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Resp to Gidd/Bouyant/ADV: Xtreme/Dashboard
>
> The UI is all Flash?!?!? Really? That by itself looks like a show stopper
> to
> me.
> I was using Firefox v3. (beta 2)
>
> But from what I did see...
>  The UI looked kind of "MAC" ish in nature/color
>Even the "user color preference icon (the ball of colors in the upper
> right corner) looked MAC'ish to me.
>  The tab order in a few places looked kind of "wrong" (did not move how I
> expected it to)
>  There were some conditions that I clicked on "links"/nav bar things where
> "nothing happened" (because I was already in that mode/branch, but I was
> trying to "go back a step/page" in that mode/branch)
>  Return on a "button" did not activate the button. (on the "Add a new
> Note"
> pop-up/div tag/in page thing...)
>
>
> But I wonder about ADA compliance and the possibility of mobile browser
> support. (Do those browsers have enough RAM/DISK/Flash support to even try
> this ARS web client?)
>
>
> shrug... it is "flashy".
> (But I did not see any spinning or flaming things... Where are the
> spinning
> things? Where are the flaming things :) )
>
>
> I also did not see a price tag on this client... any info on that?
>
> --
> Carey Matthew Black
> Remedy Skilled Professional (RSP)
> ARS = Action Request System(Remedy)
>
> Love, then teach
> Solution = People + Process + Tools
> Fast, Accurate, Cheap Pick two.
>
>
> 
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