Re: Asset 7.0.3 Install Problems (Solaris)
Did you happen to get IM 7.0.3 installed on Solaris? We are having consistent problems getting it installed. William Rentfrow Principal Consultant, StrataCom [EMAIL PROTECTED] O 952-432-0227 C 701-306-6157 From: Action Request System discussion list(ARSList) on behalf of Axton Sent: Thu 2/7/2008 11:07 AM To: arslist@ARSLIST.ORG Subject: Re: Asset 7.0.3 Install Problems (Solaris) Change install went well too: Installation Summary Do you want to view the Installation Summary? [y] Component Name | Success | Failed | Skipped | Total caigroups | 1 | 0 | 0 | 1 tmsgroups | 1 | 0 | 0 | 1 srmgroups | 1 | 0 | 0 | 1 rqcgroups | 1 | 0 | 0 | 1 chggroups | 1 | 0 | 0 | 1 cfbgroups | 1 | 0 | 0 | 1 cmsgroups | 1 | 0 | 0 | 1 cai| 20 | 0 | 0 | 20 tms| 97 | 0 | 0 | 97 srm| 52 | 0 | 0 | 52 rqc| 30 | 0 | 0 | 30 chg| 188 | 0 | 0 | 188 cfb| 12 | 0 | 0 | 12 cms| 10 | 0 | 0 | 10 asichg | 86 | 0 | 0 | 86 asitms | 71 | 0 | 0 | 71 astchg | 92 | 0 | 0 | 92 chgpdl | 35 | 0 | 0 | 35 chgsrm | 48 | 0 | 0 | 48 apsfnd | 45 | 0 | 0 | 45 chgfnd | 79 | 0 | 0 | 79 chgtms | 59 | 0 | 0 | 59 fndtms | 56 | 0 | 0 | 56 pdltms | 26 | 0 | 0 | 26 fndsrm | 49 | 0 | 0 | 49 srmtms | 25 | 0 | 0 | 25 astsrm | 51 | 0 | 0 | 51 caitms | 33 | 0 | 0 | 33 caisrm | 13 | 0 | 0 | 13 caichg | 30 | 0 | 0 | 30 caicms | 8 | 0 | 0 | 8 chgcms | 34 | 0 | 0 | 34 cmstms | 33 | 0 | 0 | 33 Would have been nice if I could re-run the installer to correct any installation issues instead of rebuilding. Axton Grams On Feb 6, 2008 10:55 PM, Axton [EMAIL PROTECTED] wrote: So I rebuilt the server. Some differences: - Used 7.1 patch 1 for the core products (ars, aie, approval, email, fb, assignment, cmdb) - Altered the oracle instant client (created a lib32 directory under the instant client location and copied the entire client there as well, also created a bin directory under the instant client dir and copied sqlplus there). The install scripts appeared to sanitize the LD_LIBRARY_PATH, which made my oracle client no longer work and server restarts fail. It appears the core of the issue was how remedy uses (or fails to use) Oracle's instant client, though maybe there were some issues with 7.1/7.1p1. The install returned the following this time around: Do you want to view the Installation Summary? [y] Component Name | Success | Failed | Skipped | Total fingroups | 1 | 0 | 0 | 1 sitgroups | 1 | 0 | 0 | 1 comgroups | 1 | 0 | 0 | 1 pctgroups | 1 | 0 | 0 | 1 pdlgroups | 1 | 0 | 0 | 1 fndgroups | 1 | 0 | 0 | 1 ctrgroups | 1 | 0 | 0 | 1 asigroups | 1 | 0 | 0 | 1 astgroups | 1 | 0 | 0 | 1 fnp| 11 | 0 | 0 | 11 fin| 51 | 0 | 0 | 51 sit| 20 | 0 | 0 | 20 com| 18 | 0 | 0 | 18 pct| 29 | 0 | 0 | 29 pdl| 36 | 0 | 0 | 36 rrc| 11 | 0 | 0 | 11 rac| 10 | 0 | 0 | 10 fnd| 339 | 0 | 0 | 339 ctr| 14 | 0 | 0 | 14 asi| 184 | 0 | 0 | 184 ast| 294 | 0 | 0 | 294 pdl| 7 | 0 | 0 | 7 apsfnd | 45 | 0 | 0 | 45 asifnd | 95 | 0 | 0 | 95 astfnd | 96 | 0 | 0 | 96 comfin | 17 | 0
HUMOR: Funny
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Re: ITSM 7 - Question, new employee on-boarding
I _wish_ we could convince them here to do such things through Remedy... If you are going to be creating a lot of tasks in Incident, you need to look seriously at the patch 9002 Incident Task Template add-on. Unfortunately BMC has seen fit to leave it out of their patch cycle - and by patch 005 were issuing a warning that applying the patch to a system that had 9002 installed on it would break 9002. As a result I have left it out of my final production build-out for ITSM 7, but then we don't need to do employee setups. Here are the warnings: Again, patches 005 and on, maybe even 004 would stomp on parts of 9002 and leave them more broken than they were to begin with. There are also unresolved issues with 9002 that caused problems with the OOTB Change Management task templates function. Rather than fix all of their code and release a clean replacement to 9002, BMC has just let this problem fester, logging defects and closing my issues about it since back in early 2007 and then doing nothing with the defects. With that warning, you still might want to look at the patch because it contains capabilities for task templates that Incident Management sorely needs. Just be aware that you will have to fix some BMC-created defects and be careful about future patches if you decide to deploy 9002. 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 Andre H Sent: Friday, February 08, 2008 9:06 AM To: arslist@ARSLIST.ORG Subject: ITSM 7 - Question, new employee on-boarding ** Good Morning and happy Friday, I have been appointed to to ping the ITSM 7 community on new employee on-boarding methodology. By using only the following modules - ARS 7.x Mid-Tier 7.x CMDB 2.x Incident 7.0.x Problem 7.0.x SLM 7.x and maybe Change 7.x Where are you starting to create the main record? Incident, then create child-tasks? Change, then create child-tasks? Please keep in mind that the Service Desk will only be handling on-boarding process . I know of SRM and third party products that will handle on-boarding, I just need to see how other companies are defining it without them. Thanks for your input and have a great weekend. Andre' _ Never miss a thing. Make Yahoo your homepage. http://us.rd.yahoo.com/evt=51438/*http://www.yahoo.com/r/hs __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
Re: Asset 7.0.3 Install Problems (Solaris)
I did. If you post the problem from the install log you see, I might be able to help. Axton Grams On Feb 8, 2008 10:27 AM, William Rentfrow [EMAIL PROTECTED] wrote: Did you happen to get IM 7.0.3 installed on Solaris? We are having consistent problems getting it installed. William Rentfrow Principal Consultant, StrataCom [EMAIL PROTECTED] O 952-432-0227 C 701-306-6157 From: Action Request System discussion list(ARSList) on behalf of Axton Sent: Thu 2/7/2008 11:07 AM To: arslist@ARSLIST.ORG Subject: Re: Asset 7.0.3 Install Problems (Solaris) Change install went well too: Installation Summary Do you want to view the Installation Summary? [y] Component Name | Success | Failed | Skipped | Total caigroups | 1 | 0 | 0 | 1 tmsgroups | 1 | 0 | 0 | 1 srmgroups | 1 | 0 | 0 | 1 rqcgroups | 1 | 0 | 0 | 1 chggroups | 1 | 0 | 0 | 1 cfbgroups | 1 | 0 | 0 | 1 cmsgroups | 1 | 0 | 0 | 1 cai| 20 | 0 | 0 | 20 tms| 97 | 0 | 0 | 97 srm| 52 | 0 | 0 | 52 rqc| 30 | 0 | 0 | 30 chg| 188 | 0 | 0 | 188 cfb| 12 | 0 | 0 | 12 cms| 10 | 0 | 0 | 10 asichg | 86 | 0 | 0 | 86 asitms | 71 | 0 | 0 | 71 astchg | 92 | 0 | 0 | 92 chgpdl | 35 | 0 | 0 | 35 chgsrm | 48 | 0 | 0 | 48 apsfnd | 45 | 0 | 0 | 45 chgfnd | 79 | 0 | 0 | 79 chgtms | 59 | 0 | 0 | 59 fndtms | 56 | 0 | 0 | 56 pdltms | 26 | 0 | 0 | 26 fndsrm | 49 | 0 | 0 | 49 srmtms | 25 | 0 | 0 | 25 astsrm | 51 | 0 | 0 | 51 caitms | 33 | 0 | 0 | 33 caisrm | 13 | 0 | 0 | 13 caichg | 30 | 0 | 0 | 30 caicms | 8 | 0 | 0 | 8 chgcms | 34 | 0 | 0 | 34 cmstms | 33 | 0 | 0 | 33 Would have been nice if I could re-run the installer to correct any installation issues instead of rebuilding. Axton Grams On Feb 6, 2008 10:55 PM, Axton [EMAIL PROTECTED] wrote: So I rebuilt the server. Some differences: - Used 7.1 patch 1 for the core products (ars, aie, approval, email, fb, assignment, cmdb) - Altered the oracle instant client (created a lib32 directory under the instant client location and copied the entire client there as well, also created a bin directory under the instant client dir and copied sqlplus there). The install scripts appeared to sanitize the LD_LIBRARY_PATH, which made my oracle client no longer work and server restarts fail. It appears the core of the issue was how remedy uses (or fails to use) Oracle's instant client, though maybe there were some issues with 7.1/7.1p1. The install returned the following this time around: Do you want to view the Installation Summary? [y] Component Name | Success | Failed | Skipped | Total fingroups | 1 | 0 | 0 | 1 sitgroups | 1 | 0 | 0 | 1 comgroups | 1 | 0 | 0 | 1 pctgroups | 1 | 0 | 0 | 1 pdlgroups | 1 | 0 | 0 | 1 fndgroups | 1 | 0 | 0 | 1 ctrgroups | 1 | 0 | 0 | 1 asigroups | 1 | 0 | 0 | 1 astgroups | 1 | 0 | 0 | 1 fnp| 11 | 0 | 0 | 11 fin| 51 | 0 | 0 | 51 sit| 20 | 0 | 0 | 20 com| 18 | 0 | 0 | 18 pct| 29 | 0 | 0 | 29 pdl| 36 | 0 | 0 | 36 rrc| 11 | 0 | 0 | 11 rac| 10 | 0 | 0 | 10 fnd| 339 | 0 | 0 | 339 ctr| 14 | 0 | 0 | 14 asi| 184 | 0 | 0 | 184 ast| 294 | 0 | 0 | 294 pdl| 7 | 0 |
ITSM 7 - Question, new employee on-boarding
Good Morning and happy Friday, I have been appointed to to ping the ITSM 7 community on new employee on-boarding methodology. By using only the following modules - ARS 7.x Mid-Tier 7.x CMDB 2.x Incident 7.0.x Problem 7.0.x SLM 7.x and maybe Change 7.x Where are you starting to create the main record? Incident, then create child-tasks? Change, then create child-tasks? Please keep in mind that the Service Desk will only be handling on-boarding process . I know of SRM and third party products that will handle on-boarding, I just need to see how other companies are defining it without them. Thanks for your input and have a great weekend. Andre' - Never miss a thing. Make Yahoo your homepage. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITSM 7 - Question, new employee on-boarding
If you have had success working around BMC's self-inflicted code inconsistencies, then I should seriously consider adding 9002 to my final production build which is 7.0.02 Patch 006. I've heard no rumors of Patch 007, but have been promised fixes for some of my reported defects in Patch 008 so I suspect 007 is in the works, somewhere. I will be migrating all of my customizations onto the production-ready server this weekend, so are there any other gotcha's I should know about including 9002 in that code?? It's a little late to be introducing new (and known to be buggy) code in the final build, but it will be even harder to do once we go live. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Payne, George Sent: Friday, February 08, 2008 10:34 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 - Question, new employee on-boarding ** Hey Andre' and Chris... First, we are using Incident Management 7.0.01 for on-boarding new employees and, in order to do that we needed a real task management similar to that offered in Change Management and that's where Patch 9002 comes in. Based on Chris' post from early 2007, we did ITSM Patch 5 first and then applied 9002. I was able to work around the Change Management Template issues by switching the menus on both Category fields on TMS:TemplateSelection back to the original TMS:TIC:ApplicationName We also found that the buttons to move tasks up and down in both the TASK and TASK GROUP areas on the TASKS tab of HPD:HelpDesk were trying to push a field with a $NULL$ value. The field that those Active Links was trying to push was RootRequestName. I thought about adding workflow to set that field with IncidentNumber but decided instead to substitute IncidentNumber in all of the pushes and it works great. The Active Links that needed modifications were: INT:HPDTMS:INC:ChangeChildSequence_OneLevelDown_ReBuildFlow INT:HPDTMS:INC:ChangeChildSequence_OneLevelUp_ReBuildFlow INT:HPDTMS:INC:ChangeSequence_OneLevelUp_ReBuildFlow INT:HPDTMS:INC:ChangeSequence_OneLevelDown_ReBuildFlow Kind of sad to have to fix the patches that they put out there for us, but I'm VERY happy to get that functionality in Incident Management! Best of luck, George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Friday, February 08, 2008 9:46 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 - Question, new employee on-boarding I _wish_ we could convince them here to do such things through Remedy... If you are going to be creating a lot of tasks in Incident, you need to look seriously at the patch 9002 Incident Task Template add-on. Unfortunately BMC has seen fit to leave it out of their patch cycle - and by patch 005 were issuing a warning that applying the patch to a system that had 9002 installed on it would break 9002. As a result I have left it out of my final production build-out for ITSM 7, but then we don't need to do employee setups. Here are the warnings: Again, patches 005 and on, maybe even 004 would stomp on parts of 9002 and leave them more broken than they were to begin with. There are also unresolved issues with 9002 that caused problems with the OOTB Change Management task templates function. Rather than fix all of their code and release a clean replacement to 9002, BMC has just let this problem fester, logging defects and closing my issues about it since back in early 2007 and then doing nothing with the defects. With that warning, you still might want to look at the patch because it contains capabilities for task templates that Incident Management sorely needs. Just be aware that you will have to fix some BMC-created defects and be careful about future patches if you decide to deploy 9002. 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 Andre H Sent: Friday, February 08, 2008 9:06 AM To: arslist@ARSLIST.ORG Subject: ITSM 7 - Question, new employee on-boarding ** Good Morning and happy Friday, I have been appointed to to ping the ITSM 7 community on new employee on-boarding methodology. By using only the following modules - ARS 7.x Mid-Tier 7.x CMDB 2.x Incident 7.0.x Problem 7.0.x SLM 7.x and maybe Change 7.x Where are you starting to create the main
Re: ITSM 7 Reports - list of these available?
Donald - mind if I ask where you got this? I have been looking for something like this for quite some time. Thanks! Ty On 2/8/08, Savant, [EMAIL PROTECTED] [EMAIL PROTECTED] wrote: I can't say how current this is, but it should be a good starting point for you. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Julie L Kanakanui JLKANAKA Sent: Friday, February 08, 2008 7:33 AM To: arslist@ARSLIST.ORG Subject: ITSM 7 Reports - list of these available? This is a multipart message in MIME format. --=_alternative 005567A5852573E9_= Content-Type: text/plain; charset=US-ASCII Hello, Wondering if there is a doc somewhere that has lists of the pre-defined reports in each of the ITSM 7 apps? Sample reports would be nice too, but a list would be a good start for our planning needs Thanks, [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are --=_alternative 005567A5852573E9_= Content-Type: text/html; charset=US-ASCII ** brfont size=2 face=sans-serifHello, nbsp;Wondering if there is a doc somewhere that has lists of the pre-defined reports in each of the ITSM 7 apps? nbsp;Sample reports would be nice too, but a list would be a good start for our planning needs/font br brfont size=2 face=sans-serifThanks,/font br br brfont size=2 face=sans-serif[EMAIL PROTECTED]/font __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ --=_alternative 005567A5852573E9_=-- ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Examples of C# - ARS .Net API
Would anyone on the list know where I can find examples to query, update and insert records to Remedy via the .Net API using C#. VB.Net code will also do. You may reply with examples to ib(at)pyrasoft(dot)com Thanks a million and y'all have a nice weekend -- -Ibrahim Akar PLEASE CONSIDER THE ENVIRONMENT BEFORE PRINTING THIS EMAIL ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: filter does not exist ... however it exist in the database ... how come?
Whoops MY BAD (not enough cafe yesterday I guess)... The queries for the Filter Actions, need to also have the following added to the end of each sql statement... and filterId not in (select escalationId from escalation) so for example: select * from filter_notify where filterId not in (select filterId from filter) and filterId not in (select escalationId from escalation) This is because Escalations use 'filter actions'... sorry about any confusion... However Cleanup, yes, if you backup your database, then you can delete these rows, etc. On Documentation, Yes, have a look at the Database-Ref-xxx.pdf file... However since you know the filter name, you could do the forensics backwards (down) so to say. BTW - what version / patch are you on? On Feb 7, 2008 11:44 PM, CONDREA, Daniel [EMAIL PROTECTED] wrote: ** Hi All, I had experienced the same problem. Suppose that the duplicate filter is named 'Filter A' and we have a def backup for 'Filter A' I managed to get solve this problem by deleting 'Filter A' from the 'filter' table and its mapping from 'filter_mapping' table. After I managed to delete 'Filter A' using the Admin tool 'Filter A' was imported from DEF file. Have a nice day, Daniel -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Remedy Maniac *Sent:* Friday, February 08, 2008 9:34 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: filter does not exist ... however it exist in the database ... how come? ** right so I find some filterId in table filter which are not referenced in the other tables. I am able to recover those missing rows from a previous backup. But I am missing one or two of these entries anyway. So my question is very simple: can I simply delete those missing entries? Or anyway: what to do with these ? s. Robert Molenda wrote: ** Generally this happens because something got corrupted in the ARSystem Meta Data... When you tried to import the filter again, did you remember to check the 'overwrite' checkbox? You can try the following SQL to 'try' to determine where the issue could be: All statements should return Zero rows... /* Form deleted but filters still reference it */ select * from filter_mapping where schemaId not in ( select schemaId from arschema ) /* Filter exists but is not mapped to any form */ select * from filter where filterId not in ( select filterId from filter_mapping) /* Filter Mapping exists, but filter does not */ select * from filter_mapping where filterId not in ( select filterId from filter) /* Fragments left in Filter action definitions, but filter does not exist */ select * from filter_notify where filterId not in (select filterId from filter) select * from filter_notify_ids where filterId not in (select filterId from filter) select * from filter_message where filterId not in (select filterId from filter) select * from filter_log where filterId not in (select filterId from filter) select * from filter_set where filterId not in (select filterId from filter) select * from filter_process where filterId not in (select filterId from filter) select * from filter_push where filterId not in (select filterId from filter) select * from filter_sql where filterId not in (select filterId from filter) select * from filter_gotoaction where filterId not in (select filterId from filter) /* Never actually got around to this one but... thought about trying some left-outer of left-outer, but... maybe someone else can struggle with that :( */ select distinct filterId from (above list of action tables) into excel crunch up excel to find a filter without any definition in the action tables HTH Robert Molenda On Feb 7, 2008 6:14 AM, T. Dee [EMAIL PROTECTED] wrote: I'm not a 100% sure, but I think this happened to us before and I think I found the field in question was not in any of the views, so i put it in a view and it resolved my problem. Hope this helps. T. On 2/7/08, Remedy Maniac [EMAIL PROTECTED] wrote: dear listers, following my issues with export (see previous post), I noticed that whenever I start the ARSystem, I see messages about error in definition for a filter. When I look in the Admin tool I don't see the filter. But it exists in the database in table Filter. So first thing is what to do? Second though is my database is somehow corrupted. Is there a way to correctly rebuild the database? We already tried to rebuild the indexes, all, including the primary keys. That didn't help. Maybe there is some internal mechanism via Remedy itself. Any help on this? Thank you. S. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ARS 7.5
AR System 7.5.00 beta is tentatively scheduled for mid-Summer 2008. The release date for AR System 7.5.00 is tentatively now Fall of 2008. The beta is expected to be open, enabling folks that have signed the appropriate agreements (e.g. NDA) to download and test the product. As mentioned, contacting your sales rep closer to summertime would be the best next step. -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 Rick Cook Sent: Thursday, February 07, 2008 12:16 PM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.5 ** I am sure that there will be a beta - probably pretty soon, but I would imagine you'd have to be on the list to have access to it. Contact your sales rep. for more info. Rick On Feb 7, 2008 12:04 PM, Sokol, Brian [EMAIL PROTECTED] wrote: ** Anyone know if there is going to be a beta test? When is this scheduled for release? Summer? thanks Brian Sokol Manager, Desktop Services Scholastic Inc. 557 Broadway NY, NY 10012 (212) 343-6494 http://www.Scholastic.com http://www.Scholastic.com __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __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
ITSM 7 Reports - list of these available?
Hello, Wondering if there is a doc somewhere that has lists of the pre-defined reports in each of the ITSM 7 apps? Sample reports would be nice too, but a list would be a good start for our planning needs Thanks, [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: User Tool - Paste All
No this is field 26502. Arrival Time is 3. So based on what you are saying if I do the Copy To New option it'll affect the Paste All feature as well?? Thanks Steve On 2/8/08, Lammey, Peter A. [EMAIL PROTECTED] wrote: ** Yes. You have to create an active link and check the Copy To New option in the Execute On conditions. Then in the If Actions add a Set Fields action and set the field or fields that you want to be blank to NULL. However, I am pretty sure that Create Date is a System field which only the system will set and can only be set to a user's defined value when importing. Is this Create Date have a field ID of 3? 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 *Steven Pataray *Sent:* Friday, February 08, 2008 12:41 PM *To:* arslist@ARSLIST.ORG *Subject:* User Tool - Paste All ** I know I can create workflow for the User Tools Copy to New but how about the Copy All and Paste All. When my users do the Paste All to create a new Help Desk ticket it also pastes the Create Date. I would rather that it does not fill that field, so I'd want to NULL it out. Is there something I can do about that? AR Server: 6.03.00 patch 023 Mid-Tier Patch 21 Oracle 10gR1 HelpDesk 6.03 Thanks, Steve __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __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
Re: User Tool - Paste All
Yes. You have to create an active link and check the Copy To New option in the Execute On conditions. Then in the If Actions add a Set Fields action and set the field or fields that you want to be blank to NULL. However, I am pretty sure that Create Date is a System field which only the system will set and can only be set to a user's defined value when importing. Is this Create Date have a field ID of 3? 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 Steven Pataray Sent: Friday, February 08, 2008 12:41 PM To: arslist@ARSLIST.ORG Subject: User Tool - Paste All ** I know I can create workflow for the User Tools Copy to New but how about the Copy All and Paste All. When my users do the Paste All to create a new Help Desk ticket it also pastes the Create Date. I would rather that it does not fill that field, so I'd want to NULL it out. Is there something I can do about that? AR Server: 6.03.00 patch 023 Mid-Tier Patch 21 Oracle 10gR1 HelpDesk 6.03 Thanks, Steve __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
Re: filter does not exist ... however it exist in the database ... how come?
hey Carey and all, many thanks for this post. Very very very usefull thought. What actually I did before is all you described except at step 3. I just deleted from filter all the handicaped filters. Ok its maybe a bit harsh but that in fact worked. So I could rebuild my filters and export them as they should. Have a nice we s. C'est en forgeant que l'on devient forgeron Carey Matthew Black a écrit : Actually. I think if the ARS server knows what Filter 'X' is bad then there likely is a row in the filter table for that filter. ( But the ARS server just does not like what it sees for that filter, so it complains and ignores the filter. So the admin tool would never show the object in it's lists/UI.) BTW: This kind of problem falls into that mystical That should never happen group of problems. So how you fix it... also falls into that set of you should never have to do this kind of thing space too. Mucking around in the meta tables of ARS is way beyond not supported. Doing these things may qualify for BMC to actually laugh at you as they hang up on the support call. ( So be warned.. you are likely on your own here.) My two cents on what I think you could try to do to fix this: 1) Do a DB backup. 1.1) Put the backup somewhere safe. 1.2) Test the DB backup without breaking/changine the currently broken env. 1.3) If the test fails... go back to step 1 or risk loosing your whole ARS server. (your choice) 2) Find the filterId value based on the name that the AR Server kicks out at start up. 3) Then delete all the related records for that filterId in the other filter* tables for that filterId. 4) Stop and Start the ARS server. If all went well... then you should not have any remaining trace for that filter on the system and the AR Server will stop ignoring it because it no longer exists. 5) Rebuild ( I would suggest you NOT restore from def/xml file backup) the filter with the Admin Tool. This gives the Admin tool a shot at getting it right this time. ( Note this may require some very detailed knowledge of how to read a backup def file, or you may have to reinvent the wheel. But it is much safer, IMO, to redo the build with no possible way to drag a bug along with you too.) HTH. Good luck. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: User Tool - Paste All
Then I guess you will need to timestamp the create date with set field action.. Might be useful to check all the defaults that get filled in at create time through active links.. if these defaults are filled in via filters irrespective of the value already 'pasted' in, you will not need to worry as the filters would overwrite it if the set field operation is unconditional.. Take a filter and active link log when you create a new ticket, and look for workflow specific to the fields you care about which will give you an idea if you need to create custom workflow for a paste operation... Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Steven Pataray Sent: Friday, February 08, 2008 3:22 PM To: arslist@ARSLIST.ORG Subject: Re: User Tool - Paste All ** Leonard, I was thinking about that too. But what if they want to force a Create date. Like if they want to create the ticket after the fact. The On Submit would NULL it out. Steve On 2/8/08, Leonard Neely - FOJ [EMAIL PROTECTED] wrote: ** Peter, I don't think that will handle the Paste All scenario that Steve is seeing. It sounds like the Active Link (of Filter), would need to execute on Submit, and simply set the Create Date with TIMESTAMP. Leonard Neely From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Steven Pataray Sent: Friday, February 08, 2008 11:56 AM To: arslist@ARSLIST.ORG Subject: Re: User Tool - Paste All ** No this is field 26502. Arrival Time is 3. So based on what you are saying if I do the Copy To New option it'll affect the Paste All feature as well?? Thanks Steve On 2/8/08, Lammey, Peter A. [EMAIL PROTECTED] wrote: ** Yes. You have to create an active link and check the Copy To New option in the Execute On conditions. Then in the If Actions add a Set Fields action and set the field or fields that you want to be blank to NULL. However, I am pretty sure that Create Date is a System field which only the system will set and can only be set to a user's defined value when importing. Is this Create Date have a field ID of 3? 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 Steven Pataray Sent: Friday, February 08, 2008 12:41 PM To: arslist@ARSLIST.ORG Subject: User Tool - Paste All ** I know I can create workflow for the User Tools Copy to New but how about the Copy All and Paste All. When my users do the Paste All to create a new Help Desk ticket it also pastes the Create Date. I would rather that it does not fill that field, so I'd want to NULL it out. Is there something I can do about that? AR Server: 6.03.00 patch 023 Mid-Tier Patch 21 Oracle 10gR1 HelpDesk 6.03 Thanks, Steve __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___ No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.516 / Virus Database: 269.19.21/1266 - Release Date: 2/8/2008 10:06 AM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ARS 7.5
It will be about 12-15 months between versions (7.1 was released Aug 31), which is on schedule for new releases. I'm sure we'll see another few patches to 7.1 before 7.5 comes out. Remember, 7.5 will be the first one with the new Admin tool, so while there may not be revolutionary changes to the base architecture, they're sure setting the table for that. I think that will prove to be a good thing. Rick On Feb 8, 2008 12:12 PM, Lammey, Peter A. [EMAIL PROTECTED] wrote: ** It looks like ARS version 6.3 will fall off support. It seems like ARS version 7.1 just came out a few months ago and now a year after 7.1 is released there are plans to release another version of ARS? Pretty soon I wonder if ARS versions will be released faster than patches. At that point we are definitely in trouble. 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 *Julie Rockwood *Sent:* Friday, February 08, 2008 3:05 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: ARS 7.5 ** What version, if any, will fall off support when 7.5.00 is released? At 10:49 AM 2/8/2008, you wrote: ** AR System 7.5.00 beta is tentatively scheduled for mid-Summer 2008. The release date for AR System 7.5.00 is tentatively now Fall of 2008. The beta is expected to be open, enabling folks that have signed the appropriate agreements (e.g. NDA) to download and test the product. As mentioned, contacting your sales rep closer to summertime would be the best next step. -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:arslist@ARSLIST.ORGarslist@ARSLIST.ORG] *On Behalf Of *Rick Cook *Sent:* Thursday, February 07, 2008 12:16 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: ARS 7.5 ** I am sure that there will be a beta - probably pretty soon, but I would imagine you'd have to be on the list to have access to it. Contact your sales rep. for more info. Rick On Feb 7, 2008 12:04 PM, Sokol, Brian [EMAIL PROTECTED] wrote: ** Anyone know if there is going to be a beta test? When is this scheduled for release? Summer? thanks 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___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ --- *Julie Rockwood Los Alamos National Laboratory IST-APPS3 (505) 667-9846 *__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __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
Work Info being deleted
Has anyone had an issue with Work Info entries being deleted (or somehow no longer being attached to Incidents)? Several users have commented about entries disappering. ARS and ITSM 7.0.2 Thanks! Melissa ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: filter does not exist ... however it exist in the database ... how come?
Actually. I think if the ARS server knows what Filter 'X' is bad then there likely is a row in the filter table for that filter. ( But the ARS server just does not like what it sees for that filter, so it complains and ignores the filter. So the admin tool would never show the object in it's lists/UI.) BTW: This kind of problem falls into that mystical That should never happen group of problems. So how you fix it... also falls into that set of you should never have to do this kind of thing space too. Mucking around in the meta tables of ARS is way beyond not supported. Doing these things may qualify for BMC to actually laugh at you as they hang up on the support call. ( So be warned.. you are likely on your own here.) My two cents on what I think you could try to do to fix this: 1) Do a DB backup. 1.1) Put the backup somewhere safe. 1.2) Test the DB backup without breaking/changine the currently broken env. 1.3) If the test fails... go back to step 1 or risk loosing your whole ARS server. (your choice) 2) Find the filterId value based on the name that the AR Server kicks out at start up. 3) Then delete all the related records for that filterId in the other filter* tables for that filterId. 4) Stop and Start the ARS server. If all went well... then you should not have any remaining trace for that filter on the system and the AR Server will stop ignoring it because it no longer exists. 5) Rebuild ( I would suggest you NOT restore from def/xml file backup) the filter with the Admin Tool. This gives the Admin tool a shot at getting it right this time. ( Note this may require some very detailed knowledge of how to read a backup def file, or you may have to reinvent the wheel. But it is much safer, IMO, to redo the build with no possible way to drag a bug along with you too.) HTH. Good luck. -- 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 Feb 8, 2008 11:04 AM, Robert Molenda [EMAIL PROTECTED] wrote: ** Whoops MY BAD (not enough cafe yesterday I guess)... The queries for the Filter Actions, need to also have the following added to the end of each sql statement... and filterId not in (select escalationId from escalation) so for example: select * from filter_notify where filterId not in (select filterId from filter) and filterId not in (select escalationId from escalation) This is because Escalations use 'filter actions'... sorry about any confusion... However Cleanup, yes, if you backup your database, then you can delete these rows, etc. On Documentation, Yes, have a look at the Database-Ref-xxx.pdf file... However since you know the filter name, you could do the forensics backwards (down) so to say. BTW - what version / patch are you on? snip Robert Molenda wrote: ** Generally this happens because something got corrupted in the ARSystem Meta Data... When you tried to import the filter again, did you remember to check the 'overwrite' checkbox? You can try the following SQL to 'try' to determine where the issue could be: All statements should return Zero rows... /* Form deleted but filters still reference it */ select * from filter_mapping where schemaId not in ( select schemaId from arschema ) /* Filter exists but is not mapped to any form */ select * from filter where filterId not in ( select filterId from filter_mapping) /* Filter Mapping exists, but filter does not */ select * from filter_mapping where filterId not in ( select filterId from filter) /* Fragments left in Filter action definitions, but filter does not exist */ select * from filter_notify where filterId not in (select filterId from filter) select * from filter_notify_ids where filterId not in (select filterId from filter) select * from filter_message where filterId not in (select filterId from filter) select * from filter_log where filterId not in (select filterId from filter) select * from filter_set where filterId not in (select filterId from filter) select * from filter_process where filterId not in (select filterId from filter) select * from filter_push where filterId not in (select filterId from filter) select * from filter_sql where filterId not in (select filterId from filter) select * from filter_gotoaction where filterId not in (select filterId from filter) /* Never actually got around to this one but... thought about trying some left-outer of left-outer, but... maybe someone else can struggle with that :( */ select distinct filterId from (above list of action tables) into excel crunch up excel to find a filter without any definition in the action tables HTH Robert Molenda snip On 2/7/08, Remedy Maniac [EMAIL PROTECTED] wrote: dear listers, following my issues with export (see previous post), I noticed that whenever I start the ARSystem, I
OTB ITSM Applications version 7.x
If you run the sync operation and check the arxref.log file after the sync completes or fails (fails more often than completes), you will notice there are number of workflow objects like AL's, Filters or Menus tied to fields that have been deleted on the underlying form(s)... Anyone on the list who has gone through the process of correcting this by removing these 'ghost' field references from the affected workflow? Are there any available utilities that can trace such workflow and correct them? I WONDER why the ARS Admin tool wasn't designed to do this automatically when a field was deleted from a form by taking off the references to all its related workflow.. Cheers Joe D'Souza Remedy Developer / Consultant, Shyle Networks, New Jersey. Cell: +1.732.331.5004 Desk: +1.732.698.7275 No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.516 / Virus Database: 269.19.21/1266 - Release Date: 2/8/2008 10:06 AM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITSM 7 - Question, new employee on-boarding
Hey Andre' and Chris... First, we are using Incident Management 7.0.01 for on-boarding new employees and, in order to do that we needed a real task management similar to that offered in Change Management and that's where Patch 9002 comes in. Based on Chris' post from early 2007, we did ITSM Patch 5 first and then applied 9002. I was able to work around the Change Management Template issues by switching the menus on both Category fields on TMS:TemplateSelection back to the original TMS:TIC:ApplicationName We also found that the buttons to move tasks up and down in both the TASK and TASK GROUP areas on the TASKS tab of HPD:HelpDesk were trying to push a field with a $NULL$ value. The field that those Active Links was trying to push was RootRequestName. I thought about adding workflow to set that field with IncidentNumber but decided instead to substitute IncidentNumber in all of the pushes and it works great. The Active Links that needed modifications were: INT:HPDTMS:INC:ChangeChildSequence_OneLevelDown_ReBuildFlow INT:HPDTMS:INC:ChangeChildSequence_OneLevelUp_ReBuildFlow INT:HPDTMS:INC:ChangeSequence_OneLevelUp_ReBuildFlow INT:HPDTMS:INC:ChangeSequence_OneLevelDown_ReBuildFlow Kind of sad to have to fix the patches that they put out there for us, but I'm VERY happy to get that functionality in Incident Management! Best of luck, George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Friday, February 08, 2008 9:46 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 - Question, new employee on-boarding I _wish_ we could convince them here to do such things through Remedy... If you are going to be creating a lot of tasks in Incident, you need to look seriously at the patch 9002 Incident Task Template add-on. Unfortunately BMC has seen fit to leave it out of their patch cycle - and by patch 005 were issuing a warning that applying the patch to a system that had 9002 installed on it would break 9002. As a result I have left it out of my final production build-out for ITSM 7, but then we don't need to do employee setups. Here are the warnings: Again, patches 005 and on, maybe even 004 would stomp on parts of 9002 and leave them more broken than they were to begin with. There are also unresolved issues with 9002 that caused problems with the OOTB Change Management task templates function. Rather than fix all of their code and release a clean replacement to 9002, BMC has just let this problem fester, logging defects and closing my issues about it since back in early 2007 and then doing nothing with the defects. With that warning, you still might want to look at the patch because it contains capabilities for task templates that Incident Management sorely needs. Just be aware that you will have to fix some BMC-created defects and be careful about future patches if you decide to deploy 9002. 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 Andre H Sent: Friday, February 08, 2008 9:06 AM To: arslist@ARSLIST.ORG Subject: ITSM 7 - Question, new employee on-boarding ** Good Morning and happy Friday, I have been appointed to to ping the ITSM 7 community on new employee on-boarding methodology. By using only the following modules - ARS 7.x Mid-Tier 7.x CMDB 2.x Incident 7.0.x Problem 7.0.x SLM 7.x and maybe Change 7.x Where are you starting to create the main record? Incident, then create child-tasks? Change, then create child-tasks? Please keep in mind that the Service Desk will only be handling on-boarding process . I know of SRM and third party products that will handle on-boarding, I just need to see how other companies are defining it without them. Thanks for your input and have a great weekend. Andre' Never miss a thing. Make Yahoo your homepage. http://us.rd.yahoo.com/evt=51438/*http:/www.yahoo.com/r/hs __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __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
Re: ARS 7.5
It looks like ARS version 6.3 will fall off support. It seems like ARS version 7.1 just came out a few months ago and now a year after 7.1 is released there are plans to release another version of ARS? Pretty soon I wonder if ARS versions will be released faster than patches. At that point we are definitely in trouble. 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 Julie Rockwood Sent: Friday, February 08, 2008 3:05 PM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.5 ** What version, if any, will fall off support when 7.5.00 is released? At 10:49 AM 2/8/2008, you wrote: ** AR System 7.5.00 beta is tentatively scheduled for mid-Summer 2008. The release date for AR System 7.5.00 is tentatively now Fall of 2008. The beta is expected to be open, enabling folks that have signed the appropriate agreements (e.g. NDA) to download and test the product. As mentioned, contacting your sales rep closer to summertime would be the best next step. -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:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of Rick Cook Sent: Thursday, February 07, 2008 12:16 PM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.5 ** I am sure that there will be a beta - probably pretty soon, but I would imagine you'd have to be on the list to have access to it. Contact your sales rep. for more info. Rick On Feb 7, 2008 12:04 PM, Sokol, Brian [EMAIL PROTECTED] wrote: ** Anyone know if there is going to be a beta test? When is this scheduled for release? Summer? thanks 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___ __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ --- Julie Rockwood Los Alamos National Laboratory IST-APPS3 (505) 667-9846 __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
Re: OTB ITSM Applications version 7.x
Because it would make it more horribly slow than it already is and there is zero impact (aside from the admin tool meassage) to leaving it in place. Axton Grams On Feb 8, 2008 4:13 PM, Joe D'Souza [EMAIL PROTECTED] wrote: ** If you run the sync operation and check the arxref.log file after the sync completes or fails (fails more often than completes), you will notice there are number of workflow objects like AL's, Filters or Menus tied to fields that have been deleted on the underlying form(s)... Anyone on the list who has gone through the process of correcting this by removing these 'ghost' field references from the affected workflow? Are there any available utilities that can trace such workflow and correct them? I WONDER why the ARS Admin tool wasn't designed to do this automatically when a field was deleted from a form by taking off the references to all its related workflow.. Cheers Joe D'Souza Remedy Developer / Consultant, Shyle Networks, New Jersey. Cell: +1.732.331.5004 Desk: +1.732.698.7275 __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
Re: Examples of C# - ARS .Net API
Here's some links that the List provided for me back a few months ago... If I remember correctly they were C++. http://www.remedy.com/customers/dht/archive/09-01-2004_B.htm Some programs that use the remedy .net api are available at:http://arswiki.org/projects/dotnetutilClick the Browse Source tab to view the source code.There are total of 5 apps. - Rem Date: Fri, 8 Feb 2008 12:00:56 -0500From: [EMAIL PROTECTED]: Examples of C# - ARS .Net APITo: [EMAIL PROTECTED] Would anyone on the list know where I can find examples to query, update and insert records to Remedy via the .Net API using C#. VB.Net code will also do. You may reply with examples to ib(at)pyrasoft(dot)comThanks a million and y'all have a nice weekend-- -Ibrahim AkarPLEASE CONSIDER THE ENVIRONMENT BEFORE PRINTING THIS EMAIL __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ _ Helping your favorite cause is as easy as instant messaging. You IM, we give. http://im.live.com/Messenger/IM/Home/?source=text_hotmail_join ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: User Tool - Paste All
Leonard, I was thinking about that too. But what if they want to force a Create date. Like if they want to create the ticket after the fact. The On Submit would NULL it out. Steve On 2/8/08, Leonard Neely - FOJ [EMAIL PROTECTED] wrote: ** Peter, I don't think that will handle the Paste All scenario that Steve is seeing. It sounds like the Active Link (of Filter), would need to execute on Submit, and simply set the Create Date with TIMESTAMP. Leonard Neely -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Steven Pataray *Sent:* Friday, February 08, 2008 11:56 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: User Tool - Paste All ** No this is field 26502. Arrival Time is 3. So based on what you are saying if I do the Copy To New option it'll affect the Paste All feature as well?? Thanks Steve On 2/8/08, *Lammey, Peter A.* [EMAIL PROTECTED] wrote: ** Yes. You have to create an active link and check the Copy To New option in the Execute On conditions. Then in the If Actions add a Set Fields action and set the field or fields that you want to be blank to NULL. However, I am pretty sure that Create Date is a System field which only the system will set and can only be set to a user's defined value when importing. Is this Create Date have a field ID of 3? 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 *Steven Pataray *Sent:* Friday, February 08, 2008 12:41 PM *To:* arslist@ARSLIST.ORG *Subject:* User Tool - Paste All ** I know I can create workflow for the User Tools Copy to New but how about the Copy All and Paste All. When my users do the Paste All to create a new Help Desk ticket it also pastes the Create Date. I would rather that it does not fill that field, so I'd want to NULL it out. Is there something I can do about that? AR Server: 6.03.00 patch 023 Mid-Tier Patch 21 Oracle 10gR1 HelpDesk 6.03 Thanks, Steve __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___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITSM 7 - Question, new employee on-boarding
Don't forget the People template - you can set up standard permission packages for various types of employees, which really speeds up the creation process. Also, some of the terminology around Task is different than in previous versions, and takes a bit to get used to. Task Templates are really pre-defined Tasks that can be re-used, either individually or as part of a Task Group Template or Change Template. What used to be known as Task Templates are now called Task Group Templates. They generally consist of a group of Task Templates. TGTs can also contain other TGTs as child records. Then there are Change Templates, which are pre-defined CMs with accompanying TGTs and/or TTs as child records. Rick On Feb 8, 2008 8:33 AM, Payne, George [EMAIL PROTECTED] wrote: ** Hey Andre' and Chris… First, we are using Incident Management 7.0.01 for on-boarding new employees and, in order to do that we needed a real task management similar to that offered in Change Management and that's where Patch 9002 comes in. Based on Chris' post from early 2007, we did ITSM Patch 5 first and then applied 9002. I was able to work around the Change Management Template issues by switching the menus on both Category fields on TMS:TemplateSelection back to the original TMS:TIC:ApplicationName We also found that the buttons to move tasks up and down in both the TASK and TASK GROUP areas on the TASKS tab of HPD:HelpDesk were trying to push a field with a $NULL$ value. The field that those Active Links was trying to push was RootRequestName. I thought about adding workflow to set that field with IncidentNumber but decided instead to substitute IncidentNumber in all of the pushes and it works great. The Active Links that needed modifications were: INT:HPDTMS:INC:ChangeChildSequence_OneLevelDown_ReBuildFlow INT:HPDTMS:INC:ChangeChildSequence_OneLevelUp_ReBuildFlow INT:HPDTMS:INC:ChangeSequence_OneLevelUp_ReBuildFlow INT:HPDTMS:INC:ChangeSequence_OneLevelDown_ReBuildFlow Kind of sad to have to fix the patches that they put out there for us, but I'm VERY happy to get that functionality in Incident Management! Best of luck, George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *strauss *Sent:* Friday, February 08, 2008 9:46 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: ITSM 7 - Question, new employee on-boarding I _wish_ we could convince them here to do such things through Remedy... If you are going to be creating a lot of tasks in Incident, you need to look seriously at the patch 9002 Incident Task Template add-on. Unfortunately BMC has seen fit to leave it out of their patch cycle - and by patch 005 were issuing a warning that applying the patch to a system that had 9002 installed on it would break 9002. As a result I have left it out of my final production build-out for ITSM 7, but then we don't need to do employee setups. Here are the warnings: Again, patches 005 and on, maybe even 004 would stomp on parts of 9002 and leave them more broken than they were to begin with. There are also unresolved issues with 9002 that caused problems with the OOTB Change Management task templates function. Rather than fix all of their code and release a clean replacement to 9002, BMC has just let this problem fester, logging defects and closing my issues about it since back in early 2007 and then doing nothing with the defects. With that warning, you still might want to look at the patch because it contains capabilities for task templates that Incident Management sorely needs. Just be aware that you will have to fix some BMC-created defects and be careful about future patches if you decide to deploy 9002. 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 *Andre H *Sent:* Friday, February 08, 2008 9:06 AM *To:* arslist@ARSLIST.ORG *Subject:* ITSM 7 - Question, new employee on-boarding ** Good Morning and happy Friday, I have been appointed to to ping the ITSM 7 community on new employee on-boarding methodology. By using only the following modules - ARS 7.x Mid-Tier 7.x CMDB 2.x Incident 7.0.x Problem 7.0.x SLM 7.x and maybe Change 7.x Where are you starting to create the main record? Incident, then create child-tasks? Change, then create child-tasks? Please keep in mind that the Service Desk will only be handling on-boarding process . I know of SRM and third party products that will handle on-boarding, I just need to see how other companies are defining it without them.
Re: OTB ITSM Applications version 7.x
True about it already being terribly slow.. I'm not sure about it not causing any impact.. It would not if it is in the Set Field list.. But what if the deleted field reference exists in the Set Field If or Push Field If condition. Or the Run If conditions? Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Axton Sent: Friday, February 08, 2008 4:22 PM To: arslist@ARSLIST.ORG Subject: Re: OTB ITSM Applications version 7.x Because it would make it more horribly slow than it already is and there is zero impact (aside from the admin tool meassage) to leaving it in place. Axton Grams On Feb 8, 2008 4:13 PM, Joe D'Souza [EMAIL PROTECTED] wrote: ** If you run the sync operation and check the arxref.log file after the sync completes or fails (fails more often than completes), you will notice there are number of workflow objects like AL's, Filters or Menus tied to fields that have been deleted on the underlying form(s)... Anyone on the list who has gone through the process of correcting this by removing these 'ghost' field references from the affected workflow? Are there any available utilities that can trace such workflow and correct them? I WONDER why the ARS Admin tool wasn't designed to do this automatically when a field was deleted from a form by taking off the references to all its related workflow.. Cheers Joe D'Souza Remedy Developer / Consultant, Shyle Networks, New Jersey. Cell: +1.732.331.5004 Desk: +1.732.698.7275 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.516 / Virus Database: 269.19.21/1266 - Release Date: 2/8/2008 10:06 AM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Newbie: form with links to frequently accessed forms
This is all I am looking for. Thank you. One more question about the active link. Can the active link take the name of the button as an argument. What I am saying is the following: if I have 5 buttons opening 5 different forms, can I just have one active link taking the name of the button as an argument or do I have to create 5 active links? Thanks Ravi MUNJAL, Jaya, IDC wrote: ** Ravi § Create a Display Only Form § Create 5 buttons (name them according to the form they open) § Create 5 Active Link with Open Window Action. In the open Window specify which Form you want to open For more details on the Open Window action of active link refer to Basic User Guide. Hope this helps. Thanks Jaya Munjal IEA Remedy Team RBS India Development Centre (P) Ltd T +91 124 6724163 M +91 9811405409 [EMAIL PROTECTED] Unitech Business Park, Block F, Sector 41, South City 1, Gurgaon, Harayana India 122001 P Please don't print this e-mail unless you really need to. www.rbs.com Visit our Sharepoint site here Raise a fault with one of our systems here -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ravi Sent: 08 February 2008 08:52 To: arslist@ARSLIST.ORG Subject: Newbie: form with links to frequently accessed forms Hi: I typically access about 5 forms as a user from the remedy client. Can somebody point me to the right doc which explains how I can create a simple form with links to these forms in search or new mode? I have searched many docs and can't seem to find it. TIA Ravi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are *** The Royal Bank of Scotland plc. Registered in Scotland No 90312. Registered Office: 36 St Andrew Square, Edinburgh EH2 2YB. Authorised and regulated by the Financial Services Authority This e-mail message is confidential and for use by the addressee only. If the message is received by anyone other than the addressee, please return the message to the sender by replying to it and then delete the message from your computer. Internet e-mails are not necessarily secure. The Royal Bank of Scotland plc does not accept responsibility for changes made to this message after it was sent. Whilst all reasonable care has been taken to avoid the transmission of viruses, it is the responsibility of the recipient to ensure that the onward transmission, opening or use of this message and any attachments will not adversely affect its systems or data. No responsibility is accepted by The Royal Bank of Scotland plc in this regard and the recipient should carry out such virus and other checks as it considers appropriate. Visit our websites at: www.rbs.com www.rbs.com/gbm www.rbsgc.com *** __ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email __ __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
Re: ARS 7.5
What version, if any, will fall off support when 7.5.00 is released? At 10:49 AM 2/8/2008, you wrote: ** AR System 7.5.00 beta is tentatively scheduled for mid-Summer 2008. The release date for AR System 7.5.00 is tentatively now Fall of 2008. The beta is expected to be open, enabling folks that have signed the appropriate agreements (e.g. NDA) to download and test the product. As mentioned, contacting your sales rep closer to summertime would be the best next step. -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 Rick Cook Sent: Thursday, February 07, 2008 12:16 PM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.5 ** I am sure that there will be a beta - probably pretty soon, but I would imagine you'd have to be on the list to have access to it. Contact your sales rep. for more info. Rick On Feb 7, 2008 12:04 PM, Sokol, Brian mailto:[EMAIL PROTECTED][EMAIL PROTECTED] wrote: ** Anyone know if there is going to be a beta test? When is this scheduled for release? Summer? thanks Brian Sokol Manager, Desktop Services Scholastic Inc. 557 Broadway NY, NY 10012 (212) 343-6494 http://www.Scholastic.comhttp://www.Scholastic.com __Platinum Sponsor: http://www.rmsportal.comwww.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___ --- Julie Rockwood Los Alamos National Laboratory IST-APPS3 (505) 667-9846 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Newbie: form with links to frequently accessed forms
Ravi, Here is another approach, something I implemented here. I have about 80 forms that I frequently need to open and search. Using the Find option in the Object List (Ctrl+O, Find, enter text, click Find) is not convenient to me. I use a Table Field on a display-only/control panel form that points to a Regular form containing the names of forms I wish to open. I use an active link that opens the form when I double-click a row in the Table field. Regular form fields: 'Display Name' A friendly name for the form. 'Form Name' ARS form name, or URL. 'VUI Name' ARS VUI name. 'URL' Checkbox if the entry is a URL. The Table Field shows the 'Display Name' and 'Form Name' columns. The URL field is included but hidden. On double-click the active link opens the form, or if the 'URL' checkbox is checked then it opens the URL. For opening ARS forms (not URLs) the Open Window command uses $SERVER$ for the Server Name field, $col Form Name$ for the Form Name field, and $col VUI Name$ for the Form View field. The Window Type is set to Search and the Target Location is set to New. For opening URLs, I use this Run Process command: rundll32 url.dll,FileProtocolHandler $col Form Name$ I only need this for Windows User Tool. You could use the Run Process command PERFORM-ACTION-OPEN-URL new to open URLs in mid-tier. Creating this only took about 30 minutes and I use it every single day for my administration. Anytime I find myself opening a form that is not in this list of forms I just add a record to the Regular form field (described above) and from them on all I need to do is double-click in the Table field and it's opened for me. To enhance this you could add a checkbox to open the form in New mode instead of Search mode. I seldom need to open in New mode so when I need to, I first open in Search modem then select Edit Copy to New. Stephen Remedy Skilled Professional -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ravi Sent: Friday, February 08, 2008 7:40 AM To: arslist@ARSLIST.ORG Subject: Re: Newbie: form with links to frequently accessed forms This is all I am looking for. Thank you. One more question about the active link. Can the active link take the name of the button as an argument. What I am saying is the following: if I have 5 buttons opening 5 different forms, can I just have one active link taking the name of the button as an argument or do I have to create 5 active links? Thanks Ravi MUNJAL, Jaya, IDC wrote: ** Ravi § Create a Display Only Form § Create 5 buttons (name them according to the form they open) § Create 5 Active Link with Open Window Action. In the open Window specify which Form you want to open For more details on the Open Window action of active link refer to Basic User Guide. Hope this helps. Thanks Jaya Munjal IEA Remedy Team RBS India Development Centre (P) Ltd T +91 124 6724163 M +91 9811405409 [EMAIL PROTECTED] Unitech Business Park, Block F, Sector 41, South City 1, Gurgaon, Harayana India 122001 P Please don't print this e-mail unless you really need to. www.rbs.com Visit our Sharepoint site here Raise a fault with one of our systems here -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ravi Sent: 08 February 2008 08:52 To: arslist@ARSLIST.ORG Subject: Newbie: form with links to frequently accessed forms Hi: I typically access about 5 forms as a user from the remedy client. Can somebody point me to the right doc which explains how I can create a simple form with links to these forms in search or new mode? I have searched many docs and can't seem to find it. TIA Ravi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are *** The Royal Bank of Scotland plc. Registered in Scotland No 90312. Registered Office: 36 St Andrew Square, Edinburgh EH2 2YB. Authorised and regulated by the Financial Services Authority This e-mail message is confidential and for use by the addressee only. If the message is received by anyone other than the addressee, please return the message to the sender by replying to it and then delete the message from your computer. Internet e-mails are not necessarily secure. The Royal Bank of Scotland plc does not accept responsibility for changes made to this message after it was sent. Whilst all reasonable care has been taken to avoid the transmission of viruses, it is the responsibility of the recipient to ensure that the onward
DR Hot Standby - Sungard UK
My organisation has a disaster recovery arrangement with Sungard in the UK. I have been through the process with BMC to generate onto the shelf the licence keys. As the keys utilise the Host Id of the DR boxes I am guessing we need to ensure that our next test is completed on the same Host boxes. Problem is we are not guaranteed that these will be available for our next test in 6 months time. Does anyone have the same problem with their DR arrangements. Stuart Marshall Technology Services Application Management Accenture ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
User Tool - Paste All
I know I can create workflow for the User Tools Copy to New but how about the Copy All and Paste All. When my users do the Paste All to create a new Help Desk ticket it also pastes the Create Date. I would rather that it does not fill that field, so I'd want to NULL it out. Is there something I can do about that? AR Server: 6.03.00 patch 023 Mid-Tier Patch 21 Oracle 10gR1 HelpDesk 6.03 Thanks, Steve ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITSM 7 Reports - list of these available?
Ya know, its been a while but I think we got it from our sales rep! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Friday, February 08, 2008 8:55 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Reports - list of these available? Donald - mind if I ask where you got this? I have been looking for something like this for quite some time. Thanks! Ty On 2/8/08, Savant, [EMAIL PROTECTED] [EMAIL PROTECTED] wrote: I can't say how current this is, but it should be a good starting point for you. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Julie L Kanakanui JLKANAKA Sent: Friday, February 08, 2008 7:33 AM To: arslist@ARSLIST.ORG Subject: ITSM 7 Reports - list of these available? This is a multipart message in MIME format. --=_alternative 005567A5852573E9_= Content-Type: text/plain; charset=US-ASCII Hello, Wondering if there is a doc somewhere that has lists of the pre-defined reports in each of the ITSM 7 apps? Sample reports would be nice too, but a list would be a good start for our planning needs Thanks, [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are --=_alternative 005567A5852573E9_= Content-Type: text/html; charset=US-ASCII ** brfont size=2 face=sans-serifHello, nbsp;Wondering if there is a doc somewhere that has lists of the pre-defined reports in each of the ITSM 7 apps? nbsp;Sample reports would be nice too, but a list would be a good start for our planning needs/font br brfont size=2 face=sans-serifThanks,/font br br brfont size=2 face=sans-serif[EMAIL PROTECTED]/font __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ --=_alternative 005567A5852573E9_=-- ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Newbie: form with links to frequently accessed forms
Carey: may be I have read/understood incorrect. If I have two forms with Application list field (each form being used by different set of people), a form which is configured to show up in the application list will show up on both the form's Application List, correct? I want a form to show up only in particular home page. Thanks Ravi Carey Matthew Black wrote: Ravi, I would suggest that you read the sections on Entry Points and use the Application List field. BasicGuide-630.2006.05.09.pdf Entry Points—Defining entry points starting at pg 204. And especially: AdvancedGuide-630.pdf Defining entry points and home pages starting at pg 67. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Remedy Email Engine in ARS 6.x
Folks, A couple email engine beginner questions... We're setting up an automation between one system's email output and Remedy incoming Email Engine for creation of new tickets. The email from the upstream system is shared by other teams, not just Remedy, so I'm trying to minimize impact to the email body. It was already a bit of a hassle getting ! added around all field names... 1. If my sole use of incoming email is automatic ticket creation, is there any configuration settings where I can avoid having to put the Server: Form: Key: Action: info in every email? We're trying to avoid putting such things in the email as it is seen by other groups. It seems to me that the manual hints at but falls short of specifically describing how to default/automate such info for incoming email. 2. Is there a configuration setting for bringing the SUBJECT of the email into a field on the target form? If not, it will mean another hey, could you add this !Subject:! to your email body and not go over well. 3. The attachments functionality seems to only focus on taking attachments from the current incoming email. Is there a way to tell the email engine to post the entire email message as an attachment into the destination form (on top of parsing it into the other fields)? The reason I ask is that the DOWNSTREAM users require that the original email be attached to the records for back-researching puposes in cases where a human has to intervene. Thanks in advance for answers to some or all of these questions. I hope they're just a case of the manual being too vague for my poor mind to catch it. All 3 seem like they would be rather logical and simple to achieve with the stock functionality without the need for scripting etc. Never miss a thing. Make Yahoo your home page. http://www.yahoo.com/r/hs ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ARS 7.5
Remedy support extends 2 versions back. Right now, 7.1 is the latest, so 7.0 and 6.3 are still supported. once a new version officially launches, the oldest one on the list goes into a very short (like 60 day?) end-of-support twilight schedule. So, as another poster already said, 6.3 will be the one to die off with the next release. I just alerted our (govt) folks of this as well. - Original Message From: Julie Rockwood [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Friday, February 8, 2008 12:04:55 PM Subject: Re: ARS 7.5 ** What version, if any, will fall off support when 7.5.00 is released? At 10:49 AM 2/8/2008, you wrote: ** AR System 7.5.00 beta is tentatively scheduled for mid-Summer 2008. The release date for AR System 7.5.00 is tentatively now Fall of 2008. The beta is expected to be open, enabling folks that have signed the appropriate agreements (e.g. NDA) to download and test the product. As mentioned, contacting your sales rep closer to summertime would be the best next step. -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 Rick Cook Sent: Thursday, February 07, 2008 12:16 PM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.5 ** I am sure that there will be a beta - probably pretty soon, but I would imagine you'd have to be on the list to have access to it. Contact your sales rep. for more info. Rick On Feb 7, 2008 12:04 PM, Sokol, Brian [EMAIL PROTECTED] wrote: ** Anyone know if there is going to be a beta test? When is this scheduled for release? Summer? thanks 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___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ --- Julie Rockwood Los Alamos National Laboratory IST-APPS3 (505) 667-9846 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITSM 7 - Question, new employee on-boarding
Yes, the Even Release / Odd Release issue, or as Friday's humor for today pointed out, the Code Review meetings :) Actually, this is more of a question concerning ITIL and how the customer implements the ITIL Processes. There are certain items in a new-hire / on-boarding which are technically Change Requests (New Desktop/Notebook, Account Creation, Account Authorization (say for SAP Access), etc) and certain things are in that grey area in somewhere between Incident Change (New Security Badge, could be an incident or change, but grant badge access to datacenter is a change because of approvals, etc) -- thus the SRM Created ticket type of a Work Order, or as Christopher indicates Tasks under either Incidents or CR's.. Then you get into the wonderful discussions of is this One Ticket Container with Multiple Sub-Tasks or is there a Master Ticket which has Linked Tickets... example: Service Request = New Hire / On Boarding which could have many referenced-tickets such as Change Request 1 = Account Creation / Identity Management Setup Change Request 2 = New Notebook Change Request 3 = Security Setup (badge, building access, etc) Incident 1 = Calling Card Allocation That is my love / hate relationship of ITIL - it is like they say in the Pirates of the Caribbean concerning the Rules of Piracy -- They are more like guidelines than rules... The main thing, is what works for me may-not work for you. As long as you have the process documented and implemented (regardless if it is called a Incident / Work Order / Change Request / Task) you are 99% there :~) I know, this is not really an answer, but HTH anyway :) Robert Molenda On Feb 8, 2008 7:46 AM, strauss [EMAIL PROTECTED] wrote: ** I _wish_ we could convince them here to do such things through Remedy... If you are going to be creating a lot of tasks in Incident, you need to look seriously at the patch 9002 Incident Task Template add-on. Unfortunately BMC has seen fit to leave it out of their patch cycle - and by patch 005 were issuing a warning that applying the patch to a system that had 9002 installed on it would break 9002. As a result I have left it out of my final production build-out for ITSM 7, but then we don't need to do employee setups. Here are the warnings: Again, patches 005 and on, maybe even 004 would stomp on parts of 9002 and leave them more broken than they were to begin with. There are also unresolved issues with 9002 that caused problems with the OOTB Change Management task templates function. Rather than fix all of their code and release a clean replacement to 9002, BMC has just let this problem fester, logging defects and closing my issues about it since back in early 2007 and then doing nothing with the defects. With that warning, you still might want to look at the patch because it contains capabilities for task templates that Incident Management sorely needs. Just be aware that you will have to fix some BMC-created defects and be careful about future patches if you decide to deploy 9002. 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 *Andre H *Sent:* Friday, February 08, 2008 9:06 AM *To:* arslist@ARSLIST.ORG *Subject:* ITSM 7 - Question, new employee on-boarding ** Good Morning and happy Friday, I have been appointed to to ping the ITSM 7 community on new employee on-boarding methodology. By using only the following modules - ARS 7.x Mid-Tier 7.x CMDB 2.x Incident 7.0.x Problem 7.0.x SLM 7.x and maybe Change 7.x Where are you starting to create the main record? Incident, then create child-tasks? Change, then create child-tasks? Please keep in mind that the Service Desk will only be handling on-boarding process . I know of SRM and third party products that will handle on-boarding, I just need to see how other companies are defining it without them. Thanks for your input and have a great weekend. Andre' -- Never miss a thing. Make Yahoo your homepage.http://us.rd.yahoo.com/evt=51438/*http://www.yahoo.com/r/hs__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __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
ARWARN 9305
I'm having problems with this error on our production box. If I go into the WUT and remove a user from a group it works fine. If I do it through the Mid Tier then I get the error You cannot translate the group name in the Group List or Assignee Group Field. After the error it will remove all groups from the users User form entry. I am removing the group from the Application Configuration form, SHRCFG:ConfigManageGroups and not the Groups form itself. I have an old user I'm testing with. I added the user to two groups Administrator ACC-HPD-Close Both permission groups. I remove the user from the ACC-HPD-Close group and I get the error when it's pushing the Group List values back to the User form. Check User form and the user has no groups. Any ideas where to look? - Dylan Wheeler Production Control Analyst Principal IT Operations Downey Savings Loan Association, F.A. Email: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] This message and any attachments are for the intended recipient(s) only and may contain privileged, confidential and/or proprietary information about Downey Savings or its customers, which Downey Savings does not intend to disclose to the public. If you received this message by mistake, please notify the sender by reply e-mail and delete the message and attachments. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ARS 7.5
For those interested, the official support policy for BMC in the Support Policies Contacts http://www.bmc.com/info_center_support/overview/0,3252,19097_4736154,00 .html section of Support Central: http://www.bmc.com/info_center_support/overview/0,,19097_4736154_4073759 6,00.html And the list of currently supported versions - representing 'C' 'C-1' and 'C-2' are at the BMC Remedy Product Compatibility http://www.bmc.com/support/bmcremedycomp/index.htm page: http://www.bmc.com/support/bmcremedycomp/index.htm By understanding the policy and looking at what is currently supported, you can identify which version is currently on Limited Support (C-2) for any product and thus would fall off support with the release of a next version. -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 Julie Rockwood Sent: Friday, February 08, 2008 12:05 PM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.5 ** What version, if any, will fall off support when 7.5.00 is released? At 10:49 AM 2/8/2008, you wrote: ** AR System 7.5.00 beta is tentatively scheduled for mid-Summer 2008. The release date for AR System 7.5.00 is tentatively now Fall of 2008. The beta is expected to be open, enabling folks that have signed the appropriate agreements (e.g. NDA) to download and test the product. As mentioned, contacting your sales rep closer to summertime would be the best next step. -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:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of Rick Cook Sent: Thursday, February 07, 2008 12:16 PM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.5 ** I am sure that there will be a beta - probably pretty soon, but I would imagine you'd have to be on the list to have access to it. Contact your sales rep. for more info. Rick On Feb 7, 2008 12:04 PM, Sokol, Brian [EMAIL PROTECTED] wrote: ** Anyone know if there is going to be a beta test? When is this scheduled for release? Summer? thanks 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___ __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ --- Julie Rockwood Los Alamos National Laboratory IST-APPS3 (505) 667-9846 __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
Re: ITSM 7 - Question, new employee on-boarding
BMC has great training classes for stone cold beginners. That being said, you can somewhat configure the system several ways depending on how your company views the ITIL process. Many activities are a change. Mid-tier is not a module, it's a client functionality. Doubt you're going to have too many Service Level Management relations to the on-board process except possibly a task being left in a state for too long... The great thing about ITSM7 that the classes will teach you is that it's somewhat flexible, within the boundaries of ITIL, to the particulars of your organization. - Original Message From: Andre H [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Friday, February 8, 2008 7:06:05 AM Subject: ITSM 7 - Question, new employee on-boarding ** Good Morning and happy Friday, I have been appointed to to ping the ITSM 7 community on new employee on-boarding methodology. By using only the following modules - ARS 7.x Mid-Tier 7.x CMDB 2.x Incident 7.0.x Problem 7.0.x SLM 7.x and maybe Change 7.x Where are you starting to create the main record? Incident, then create child-tasks? Change, then create child-tasks? Please keep in mind that the Service Desk will only be handling on-boarding process . I know of SRM and third party products that will handle on-boarding, I just need to see how other companies are defining it without them. Thanks for your input and have a great weekend. Andre' Never miss a thing. Make Yahoo your homepage. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Changing Form View Depending on Operation
The only caveat is that I don't see a way to just change the view of the current window you have open, you'll have to launch a new window of that schema in the new view (via a variety of options) and then close the existing one (again, many different and subtly different way). You can change FIELDS by turning them on or off individually, but not invoke an entire new view on an already open/loaded window that I'm aware of. As for detecting and triggering the decision... Use the $OPERATION$ keyword to tell what mode you are in and adjust the view accordingly at the Active Link level. Your trigger condition for checking what view you're in could be Window Loaded or Search One example would be... Active Link Name: Test Me Form Name: Test Form Execute On: Window Loaded Run If: $OPERATION$ = SET If Action: New Action1: Open Window For more details on $OPERATION$, hit the pdf document (or book if you have them) BMC Remedy Action Request System 7.0 Workflow Objects page 209 The table says Filter execution conditions but it works in Active Links as well. Good luck! - Original Message From: Kendhammer, Mike [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, February 7, 2008 12:05:52 PM Subject: Changing Form View Depending on Operation Hello, Hopefully I can explain this... I have a form that I open in Search mode, opens a particular view (Query View). Once the search button is clicked to perform the search, I would like the resulting form that opens in Modify mode open in a different view (Modify View). I haven't seen any settings or commands that might be available that would change the view that you are using. And other than maybe using field 1005 for the Advanced Search Bar, I am unaware of a way to capture the search qualification in a separate field should the user enter data directly into one or more fields, then use the data from that field in the qualification of an Open Window action. Can this be accomplished? Thanks! Mike System specs: ARS 7.0.1 patch 2 HP-UX 11i Oracle 10g ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Remedy Email Engine in ARS 6.x
Ray, Instead of using the email engine to create a helpdesk ticket I would suggest creating workflow. Build one or more filters to parse the AR EMail form on submit and push the data to a staging form that you create. You can predefine all of your required helpdesk field values and/or build workflow against the staging for to use logic to determine priority, requester, etc. After your workflow is done manipulating the record created in the staging form by the incoming email you can simply push the fields to the HPD:HelpDesk form and you're GTG. As for turning the email into an attachment; thats a little outside my expertise. You would need to use the Run Process feature to execute a command to export the email record (if you want to include the attachment thats in another form so you'd wind up wtih 2 or more files per email) then do something similar to attach that export file back to the case you create. Only thing is; it wouldn't be in a format like that which you'd get by saving a message directly from a 32-bit email client. Hope that helps! Eli From: Action Request System discussion list(ARSList) on behalf of Ray Gellenbeck Sent: Fri 2/8/2008 3:08 PM To: arslist@ARSLIST.ORG Subject: Remedy Email Engine in ARS 6.x ** Folks, A couple email engine beginner questions... We're setting up an automation between one system's email output and Remedy incoming Email Engine for creation of new tickets. The email from the upstream system is shared by other teams, not just Remedy, so I'm trying to minimize impact to the email body. It was already a bit of a hassle getting ! added around all field names... 1. If my sole use of incoming email is automatic ticket creation, is there any configuration settings where I can avoid having to put the Server: Form: Key: Action: info in every email? We're trying to avoid putting such things in the email as it is seen by other groups. It seems to me that the manual hints at but falls short of specifically describing how to default/automate such info for incoming email. 2. Is there a configuration setting for bringing the SUBJECT of the email into a field on the target form? If not, it will mean another hey, could you add this !Subject:! to your email body and not go over well. 3. The attachments functionality seems to only focus on taking attachments from the current incoming email. Is there a way to tell the email engine to post the entire email message as an attachment into the destination form (on top of parsing it into the other fields)? The reason I ask is that the DOWNSTREAM users require that the original email be attached to the records for back-researching puposes in cases where a human has to intervene. Thanks in advance for answers to some or all of these questions. I hope they're just a case of the manual being too vague for my poor mind to catch it. All 3 seem like they would be rather logical and simple to achieve with the stock functionality without the need for scripting etc. Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://us.rd.yahoo.com/evt=51733/*http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ __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
Re: OTB ITSM Applications version 7.x
one statement: Shared Workflow with the Same Field ID... if only all of the object.references.were.object.orientated. ie: in the qualification fields how simple would it be to store Form.FieldID(Formdotfieldid) ie: in the set fields - let us just remove ANY reference to fieldID X.. (that would be the un-patched version :) ) have you ever wondered about that?? Certainly a few more characters coing back from the database would assist the Object.Parse(something) function wouldn'it? Or, when is 8X beta coming out with a true IDE (Eclipse?) David?? IMHO-Robert On Feb 8, 2008 2:14 PM, Joe D'Souza [EMAIL PROTECTED] wrote: True about it already being terribly slow.. I'm not sure about it not causing any impact.. It would not if it is in the Set Field list.. But what if the deleted field reference exists in the Set Field If or Push Field If condition. Or the Run If conditions? Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Axton Sent: Friday, February 08, 2008 4:22 PM To: arslist@ARSLIST.ORG Subject: Re: OTB ITSM Applications version 7.x Because it would make it more horribly slow than it already is and there is zero impact (aside from the admin tool meassage) to leaving it in place. Axton Grams On Feb 8, 2008 4:13 PM, Joe D'Souza [EMAIL PROTECTED] wrote: ** If you run the sync operation and check the arxref.log file after the sync completes or fails (fails more often than completes), you will notice there are number of workflow objects like AL's, Filters or Menus tied to fields that have been deleted on the underlying form(s)... Anyone on the list who has gone through the process of correcting this by removing these 'ghost' field references from the affected workflow? Are there any available utilities that can trace such workflow and correct them? I WONDER why the ARS Admin tool wasn't designed to do this automatically when a field was deleted from a form by taking off the references to all its related workflow.. Cheers Joe D'Souza Remedy Developer / Consultant, Shyle Networks, New Jersey. Cell: +1.732.331.5004 Desk: +1.732.698.7275 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.516 / Virus Database: 269.19.21/1266 - Release Date: 2/8/2008 10:06 AM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: OTB ITSM Applications version 7.x
Yes I did think of the shared workflow too which is why I did say form(s) instead of just form in my original posting on the initial mail on this thread. While its OK to have fewer fields in the set field or push field mappings on secondary forms, its not OK to have ghost fields to be a part of qualifications in either the Run If or the Set Field IF or Push Field If qualifications.. That qualification will just never equate to true with fields missing in the qualification. Also, shouldn't the primary form to which shared workflow is tied to, have all the mapping fields in the set or push fields actions present on the form? Instead of just removing references from existing workflow during a field delete operation, there should have been a check during a field deletion to disallow the operation if this field reference existed in any workflow qualifications. It would also have been nice to have the option of having the user prompted with names of workflow that had these references.. This is me thinking out loud.. Having this check would not be database intensive, IF the meta table field holding the field information (field) or any other of its related table held a flag for the field to not be deleted the moment it was added to any qualification. This flag once added, would be cleared only if all such references to this field was removed from qualifications in AL's Filters, Menus, Table Field qualifications.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Robert Molenda Sent: Friday, February 08, 2008 9:20 PM To: arslist@ARSLIST.ORG Subject: Re: OTB ITSM Applications version 7.x ** one statement: Shared Workflow with the Same Field ID... if only all of the object.references.were.object.orientated. ie: in the qualification fields how simple would it be to store Form.FieldID (Formdotfieldid) ie: in the set fields - let us just remove ANY reference to fieldID X.. (that would be the un-patched version :) ) have you ever wondered about that?? Certainly a few more characters coing back from the database would assist the Object.Parse(something) function wouldn'it? Or, when is 8X beta coming out with a true IDE (Eclipse?) David?? IMHO-Robert On Feb 8, 2008 2:14 PM, Joe D'Souza [EMAIL PROTECTED] wrote: True about it already being terribly slow.. I'm not sure about it not causing any impact.. It would not if it is in the Set Field list.. But what if the deleted field reference exists in the Set Field If or Push Field If condition. Or the Run If conditions? Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Axton Sent: Friday, February 08, 2008 4:22 PM To: arslist@ARSLIST.ORG Subject: Re: OTB ITSM Applications version 7.x Because it would make it more horribly slow than it already is and there is zero impact (aside from the admin tool meassage) to leaving it in place. Axton Grams On Feb 8, 2008 4:13 PM, Joe D'Souza [EMAIL PROTECTED] wrote: ** If you run the sync operation and check the arxref.log file after the sync completes or fails (fails more often than completes), you will notice there are number of workflow objects like AL's, Filters or Menus tied to fields that have been deleted on the underlying form(s)... Anyone on the list who has gone through the process of correcting this by removing these 'ghost' field references from the affected workflow? Are there any available utilities that can trace such workflow and correct them? I WONDER why the ARS Admin tool wasn't designed to do this automatically when a field was deleted from a form by taking off the references to all its related workflow.. Cheers Joe D'Souza Remedy Developer / Consultant, Shyle Networks, New Jersey. Cell: +1.732.331.5004 Desk: +1.732.698.7275 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.516 / Virus Database: 269.19.21/1266 - Release Date: 2/8/2008 10:06 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___ No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.516 / Virus Database: 269.19.21/1267 - Release Date: 2/8/2008 8:12 PM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Automating reports (U)
We use Visual CUT from Millet Software. Inexpensive, works well for us. It can email, combine PDF, export in many formats. I'm darn happy to have it... The only thing is that I can't (or just don't know how to) get the reports to run from the AR server because as far as I can tell, they are in the database. I have to save them out and then I can automate the reports. Oh well... Jim From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer Sent: Wednesday, February 06, 2008 11:15 PM To: arslist@ARSLIST.ORG Subject: Re: Automating reports (U) ** We've been using CrystalDesk and send out about 30 reports daily via email with the report attached. It is a very reasonably priced product. We have about 80 reports scheduled overall. These go to internal users and our external customers. We are Windows 2003 server, I've used it with both ars 5.1.2 and 7.0.1. Although since we upgraded to 701 it doesn't work on the production server so I have the dev server instance pointed to the production server. I don't feel real comfortable with that and I wasn't able to get any assistance from crystaldesk.com At some point we'll go to Crystal Report server which is quite a bit more expensive but now that we have so many reports and depend on it I think we need to be more supportable. hth, Susan On Feb 6, 2008 3:44 PM, Hennigan, Sandra H CTR OSD-CIO [EMAIL PROTECTED] wrote: UNCLASSIFIED This was first sent out in September 2007 but didn't generate many responses. Unlike Howard Richter, the original sender, we are using: Windows Server 2003 MS SQL 2000 ASR 6.3 patch 21 Help Desk 5.5 I have Crystal Reports version 8.5, 9.0 and 10 at my disposal. Managers here have a daily Crystal Report report that runs from a link - works great, managers like. BUT Instead of having to use the link, managers would like the report emailed to them as they are not always in office with Remedy access. They want this process automated, with the Crystal Report report saved as a PDF attached to an email, sent by 0500 daily, Monday thru Friday. Any ideas on how I can generate and attach the report? Any assistance would be greatly appreciated. Sandra Hennigan Remedy Administrator Office # 703-602-2525 x251 Apparently, there is nothing that cannot happen today. Mark Twain -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter Sent: Thursday, September 13, 2007 5:14 PM To: arslist@ARSLIST.ORG Subject: Automating reports ** Has anyone seen a product or know of a way to automate reports from Remedy (we are using ServiceDesk 7). I would even look at creating an escalation, but trying to use out of box. Thanks to all, -- Howard Richter Remedy ServiceDesk Manager CedarCrestone Managed Services Center [EMAIL PROTECTED] __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __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
Re: Newbie: form with links to frequently accessed forms
Ravi, That depends on the users permissions and how the Application List field is being used. If users form group X have visible access to the form then they will see the Entry points for the form/views that you create. If users form group Y have hidden access then they will not see those Entry Points. There are also more workflow driven ways to focus, or restrict the items that show up in the Application List field too. Viewing a subset of entry points pg 94 AdvancedGuide-630.pdf.) The Application List field approach may not fit your needs, (depending on what they exactly are) but it is one way to do navigation in ARS. Hope that helps. -- 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 Feb 8, 2008 5:35 PM, Ravi [EMAIL PROTECTED] wrote: Carey: may be I have read/understood incorrect. If I have two forms with Application list field (each form being used by different set of people), a form which is configured to show up in the application list will show up on both the form's Application List, correct? I want a form to show up only in particular home page. Thanks Ravi Carey Matthew Black wrote: Ravi, I would suggest that you read the sections on Entry Points and use the Application List field. BasicGuide-630.2006.05.09.pdf Entry Points—Defining entry points starting at pg 204. And especially: AdvancedGuide-630.pdf Defining entry points and home pages starting at pg 67. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
