Re: "ARUser License Monitoring"

[Misi Mladoniczky]

Hi,

A simple "cheat" was to give all users floating licenses at midnight, and
then have workflow that assigned them FIXED when they logged in. This is
not possible now, as BMC-Remedy implemented a limit on the number of times
a user can be assigned a FIXED license during a specific period of time. I
have seen this in brief use at a customer site, and it did have a very
"good" impact on licenses...

The bugs are inte the ARAPI, not in our code. The main-last-access-time is
erroneous in some versions/patch levels, and the last-accsess-time per
application is still 0 as far as i know.

Manual or automatic reassignment is not an issue concerning the licenses
agreement. You have to look at the intent of the license agreement.

I did not say that your solution was contradicting the license agreement.
You could talk to BMC-Remedy about it to make sure that it complies, just
as we have done.

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

Products from RRR Scandinavia:
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
* RRR|Translator - Manage and automate your language translations.
Find these products, and many free tools and utilities, at http://rrr.se.

> **
> Hi, Mladoniczky
>
> - "getting very close to the limits allowed by the license agreement"
> How close do i get if i generate request for Remedy Admin to change my
> License Type?
> - "Users are logged out after a certain timeout in the user log anyway, so
> the benefits on checking last-access-time through the API is not that
> great."
> "Not-that-great-benefits" are true if you check it once during the login
> period.
> I can check the Number of last-access-time every 1 min.
> - Do you inform you’re charging customers that there are
> "bugs related to the API that sometimes give inaccurate ..."
> - I do not have bugs related to the API and "last access time" never is
> NULL...
> - How is "users are unable to login" related to the available "Write"
> licenses?
> - "There is also another problem that you can not see if a user has
> received a FLOAT-READ because he has not yet done anything..."
> My forms shows me when user who has FLOAT USING READ and it means he is
> doing something.
> - How is "users are unable to login" related to the availability of
> "Write" User Licenses?
> - "The algorithm we use is based on moving the users around every month or
> so, based on long term usage statistics from the user log."
> The algorithm I’m using based on "long term usage statistics" AND
> "urgent needs" AND "suddenly increased activity or passivity" and I’m
> not "beating anything"
>
> - "This has beaten anything else I have seen (that does not break the
> license agreement with BMC)"
> Including what?
> What have you seen that breaks BMC license agreement?
> What about "BMC License”? How collecting statistics is beat it?
>
> Best regards,
>
> igor
>-- This message has been checked by ESVA and is believed to be clean.
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Re: SLM 7.1 Questions

[Leonard Neely - FOJ]

This addresses your first question.  From what I can see, I think you may
need to provide a file extension with your export and log file name.  I
tested this, and it seemed to work fine for me.  I did notice that it took a
while (over a minute) before it actually created the .arx file at the
destination path.

It also took several minutes to complete, even when only exporting a few
ST's.  I do belie that there may be some documentation errors, as a login
and password is not needed to export Service Targets.  Also, yes..., when
you click OK on the message, the export window closes and leaves you back at
the app admin console.

HTH

Leonard Neely
Column Technologies  

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Friday, February 22, 2008 3:25 PM
To: arslist@ARSLIST.ORG
Subject: SLM 7.1 Questions

With apologies to anyone who reads ARSLIST _AND_ the BMCDN Forums, I'll
post this again here in case any of the SLM gurus are here (not working
for BMC and limited to BMCDN).

After several days of reading and then building service targets,
agreements, contracts, etc., on my development server, I have not been
able to find answers to several questions:

1. When trying to export service targets or agreements, I select one or
all of them, provide the path and filename for the output and the log
file, and click Export.  I get a message that it is exporting:

Exporting SLM from remedy7.ars.unt.edu server to remedy7.ars.unt.edu
server file path. (ARNOTE 45195)
Message: Export Started. Wait until Export finished and check Log File -
C:/temp/Tmp at remedy7.ars.unt.edu for result (ARNOTE 45196)

The preceding message occurred during the execution of active link
SLM:Export:Submit -- action 1. (ARNOTE 1101) 

I click on OK, and the SLM Export Utility abruptly closes. No files or
logs are output.  The docs and help file say this:
 
In the File Path/Name field, enter the required path and the name for
the file to which you want to export service targets, for example,
c:/temp/filename.arx. The file is saved on the server where SLM is
installed. Define the server you want to export from. You must enter the
user id and password.

There is no place to enter a server, userid, or password, and if it is
supposed to be part of the path and file (of which there is the example
above), there is no example of the syntax to use for those entries.

Are the docs and help file incomplete?  Does this utility even work, or
is it a fake?  Has anyone gotten it to work, ever?

2. In Configure Data Sources, selecting the Incident
Management-installed HPD:Help Desk source, in the Request-based Settings
tab, no value has been selected for any setting except Start Time.  What
should the others be set to, or will setting them "break" the OOTB
integration the installer created?  In particular, how would I add the
capability for "Reset Goal for Same Request" correctly?  The docs talk
about custom apps but not how to modify the OOTB integrations installed
by ITSM7.

3. The same Data Source is set to MSP=No.  If I am going to need
separate SLAs for our 25 some-odd distributed support areas, which have
separate operational companies, what is the proper way to partition SLM
to do that?  The docs are unspecific.  BTW, our customers are all in one
customer company, with membership in two others (employees and students)
for another purpose. Only support staff reside in the operational
companies.  They support one or more customer organizations with
subordinate departments.  I can imagine needing separate SLAs for each
customer organization and its support company, and OLAs between
different customer support companies.  How do I set up MSP for this (or
will it even scale to do OLAs between companies if I turn it on??)?  So
far I have only created one business time entity with three segments for
the whole campus.  All of the operational companies have schedules and
holidays defined the old way, as part of their support group
definitions.

Any ideas on any of this, or am I off the map here??

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


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Re: Incoming email that generates record needs escape character?

[Grooms, Frederick W]

What if they put the Summary field last?



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan
Sent: Friday, February 22, 2008 6:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: Incoming email that generates record needs escape
character?


** 
Thanks for the input, same result though
 
Message Type:  
Message Number: 307
Message Text: Required field (without a default) not specified Appended
Text:  536870914
Instruction:Submit
Instruction Number:1
Instruction Template:

- 

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

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Thomas Bean
Sent: Friday, February 22, 2008 4:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Incoming email that generates record needs escape
character?


** 
You might try encapsulating the Summary value between [$$ and
$$].  This is normally used for field values that span multiple lines in
the e-mail, but it might also work to escape the > and < characters.
The Summary line would need to be formatted as follows in the incoming
e-mail:
 
Summary !8! : [$$Modify FIXNDAOTHERCD7 program to Bybass
ND-OTHER-CD-7 field > 90 and change Field if < 4 to 0$$]
 
If you decide to try this, please let us know if it works!
 
HTH,
 
Thomas
 

- Original Message - 
From: Wheeler, Dylan 

Newsgroups: gmane.comp.crm.arsystem.general
To: arslist@ARSLIST.ORG 
Sent: Friday, February 22, 2008 5:26 PM
Subject: Incoming email that generates record needs
escape character?

** 
Hi all,
I'm having a problem with some characters. We get emails
from another system on our network that we dump to a working form then
generate CHG requests. I ran into the problem today when the summary
field had the < and > characters in it. Is there an escape character I
can have the other system developer use to tell Remedy it's just field
data and not a command variable? I had them remove the < and > and the
request went through, so I know that's the problem.
 
Here is the email that failed. Anything after the
summary field was disregarded and an email was sent back saying that
required fields were empty.
 
Schema: DSL:CQE-CHG-Email
Server: 
Login: XX
Password: XXX
Action: Submit
Format: Short
Category !20003! : Software
Type !20004! : Application
Item !20005! : NDA
Classification !536870982! : Normal
Status !7! : Awaiting Review
Risk !260007001! : Low
Urgency !24009! : Low
Summary !8! : Modify FIXNDAOTHERCD7 program to Bybass
ND-OTHER-CD-7 field > 90 and change Field if < 4 to 0
Req. Name !536870914! : John Doe
Req. Phone !536870915! : 
Aff. Name !24001! : John Doe
Aff. Phone !24002! : 
Implem. Group !536870984! : Mainframe Computing
Planned Start !24013! : 02/29/2008 15:54:35
Planned End !24014! : 02/29/2008 15:59:35
 
We're on Windows 2003 with ARS 6.3 Patch 23 

- 

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

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


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Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter

[Grooms, Frederick W]

It works (at least with my v6.3 on Solaris.  I don't have 7 yet) inside
of a Set Fields using the $PROCESS$ keyword
 
$PROCESS$ PERFORM-ACTION-ADD-ATTACHMENT 536870915 "$zString2$"
 
You mean they broke it on v7?
 
Fred
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Friday, February 22, 2008 7:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter


** 

I've got a 7.1 Patch 1 VM and it doesn't work there, either.

 

And this is Linux, not windows...maybe I'll try this on my Windows VM
and see if it may be OS related...

 

 

--- J.T. Shyman

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bryan Waters
Sent: Friday, February 22, 2008 6:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter

 

I've experienced this same issue with v7.0.1 patch4.  This is a known
defect.  Supposedly, it's fixed with v7.0.1 patch6.

 

Thanks,

Bryan

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Friday, February 22, 2008 5:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter

 

** 

Ok, is there any restriction on it?

 

I've got a simple filter that fires on modify and attempts to put a file
into an attachment field. However, when it runs it finishes
successfully, returns a status of 0, but doesn't put the file in the
attachment field. In fact, if there is a file there already it will
clear it out. 

 

This is what the filter log looks like if I use a set fields action:

 

   
  /* Fri Feb 22 2008 16:02:40.2354 */ Checking "NCC:SCC:External
Process Report_Add Attachment" (500)

   
 --> Passed -- perform actions

   
  0: Set Fields

   
PERFORM-ACTION-ADD-ATTACHMENT 536880912
net-snmp_license.txt

   
Exit code: 0  Value: 0

   
Short Description (8) = 0

 

This is what the filter log looks like if I use a process action:

 

   
  /* Fri Feb 22 2008 16:02:13.0647 */ Checking "NCC:SCC:External
Process Report_Add Attachment"

   
  0: Process

   
$PROCESS$ PERFORM-ACTION-ADD-ATTACHMENT 536880912
net-snmp_license.txt

 

But neither actually sets the file in the attachment field. 

 

The file "net-snmp_license.txt" exists in the Remedy installation's bin
folder...which is where PERFORM-ACTION-SAVE-ATTACHMENT puts files if you
don't specify a path so I figured it would grab from there to. However,
it behaves the same even if I point the "ADD" process to a full path and
file.

 

--- J.T. Shyman

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jason Miller
Sent: Friday, February 22, 2008 5:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter

 

** Yes it can.

On Fri, Feb 22, 2008 at 1:54 PM, J.T. Shyman <[EMAIL PROTECTED]>
wrote:

** 

Does anyone know if PERFORM-ACTION-ADD-ATTACHMENT can be used in a
filter to attach a file from the server? AR 7.0.1 Patch 5 on Linux.

 

--- J.T. Shyman

 

 

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This message is subject to and does not create or vary any contractual
relationship between TuringSMI, SMI Technologies, SMI Telco, its
subsidiaries or affiliates and you. Internet communications are not
secure and therefore the TuringSMI Group does not accept any legal
responsibility for the contents of this message. Any views or opinions
expressed are those of the author.  This message is intended for the
addressee(s) only and its contents and any attached files are strictly
confidential. If you have received it in error, please contact the
sender on the number above.

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Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter

[J.T. Shyman]

I've got a 7.1 Patch 1 VM and it doesn't work there, either.

 

And this is Linux, not windows.maybe I'll try this on my Windows VM and see
if it may be OS related.

 

 

--- J.T. Shyman

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bryan Waters
Sent: Friday, February 22, 2008 6:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter

 

I've experienced this same issue with v7.0.1 patch4.  This is a known
defect.  Supposedly, it's fixed with v7.0.1 patch6.

 

Thanks,

Bryan

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Friday, February 22, 2008 5:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter

 

** 

Ok, is there any restriction on it?

 

I've got a simple filter that fires on modify and attempts to put a file
into an attachment field. However, when it runs it finishes successfully,
returns a status of 0, but doesn't put the file in the attachment field. In
fact, if there is a file there already it will clear it out. 

 

This is what the filter log looks like if I use a set fields action:

 

   
  /* Fri Feb 22 2008 16:02:40.2354 */ Checking "NCC:SCC:External Process
Report_Add Attachment" (500)

   
 --> Passed -- perform actions

   
  0: Set Fields

   
PERFORM-ACTION-ADD-ATTACHMENT 536880912
net-snmp_license.txt

   
Exit code: 0  Value: 0

   
Short Description (8) = 0

 

This is what the filter log looks like if I use a process action:

 

   
  /* Fri Feb 22 2008 16:02:13.0647 */ Checking "NCC:SCC:External Process
Report_Add Attachment"

   
  0: Process

   
$PROCESS$ PERFORM-ACTION-ADD-ATTACHMENT 536880912
net-snmp_license.txt

 

But neither actually sets the file in the attachment field. 

 

The file "net-snmp_license.txt" exists in the Remedy installation's bin
folder.which is where PERFORM-ACTION-SAVE-ATTACHMENT puts files if you don't
specify a path so I figured it would grab from there to. However, it behaves
the same even if I point the "ADD" process to a full path and file.

 

--- J.T. Shyman

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jason Miller
Sent: Friday, February 22, 2008 5:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter

 

** Yes it can.

On Fri, Feb 22, 2008 at 1:54 PM, J.T. Shyman <[EMAIL PROTECTED]> wrote:

** 

Does anyone know if PERFORM-ACTION-ADD-ATTACHMENT can be used in a filter to
attach a file from the server? AR 7.0.1 Patch 5 on Linux.

 

--- J.T. Shyman

 

 

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This email has been sent from the TuringSMI Group 

This message is subject to and does not create or vary any contractual
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subsidiaries or affiliates and you. Internet communications are not secure
and therefore the TuringSMI Group does not accept any legal responsibility
for the contents of this message. Any views or opinions expressed are those
of the author.  This message is intended for the addressee(s) only and its
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Re: Incoming email that generates record needs escape character?

[Wheeler, Dylan]

Thanks for the input, same result though
 
Message Type:  
Message Number: 307
Message Text: Required field (without a default) not specified Appended
Text:  536870914
Instruction:Submit
Instruction Number:1
Instruction Template:

- 

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

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Thomas Bean
Sent: Friday, February 22, 2008 4:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Incoming email that generates record needs escape
character?


** 
You might try encapsulating the Summary value between [$$ and
$$].  This is normally used for field values that span multiple lines in
the e-mail, but it might also work to escape the > and < characters.
The Summary line would need to be formatted as follows in the incoming
e-mail:
 
Summary !8! : [$$Modify FIXNDAOTHERCD7 program to Bybass
ND-OTHER-CD-7 field > 90 and change Field if < 4 to 0$$]
 
If you decide to try this, please let us know if it works!
 
HTH,
 
Thomas
 

- Original Message - 
From: Wheeler, Dylan 

Newsgroups: gmane.comp.crm.arsystem.general
To: arslist@ARSLIST.ORG 
Sent: Friday, February 22, 2008 5:26 PM
Subject: Incoming email that generates record needs
escape character?

** 
Hi all,
I'm having a problem with some characters. We get emails
from another system on our network that we dump to a working form then
generate CHG requests. I ran into the problem today when the summary
field had the < and > characters in it. Is there an escape character I
can have the other system developer use to tell Remedy it's just field
data and not a command variable? I had them remove the < and > and the
request went through, so I know that's the problem.
 
Here is the email that failed. Anything after the
summary field was disregarded and an email was sent back saying that
required fields were empty.
 
Schema: DSL:CQE-CHG-Email
Server: 
Login: XX
Password: XXX
Action: Submit
Format: Short
Category !20003! : Software
Type !20004! : Application
Item !20005! : NDA
Classification !536870982! : Normal
Status !7! : Awaiting Review
Risk !260007001! : Low
Urgency !24009! : Low
Summary !8! : Modify FIXNDAOTHERCD7 program to Bybass
ND-OTHER-CD-7 field > 90 and change Field if < 4 to 0
Req. Name !536870914! : John Doe
Req. Phone !536870915! : 
Aff. Name !24001! : John Doe
Aff. Phone !24002! : 
Implem. Group !536870984! : Mainframe Computing
Planned Start !24013! : 02/29/2008 15:54:35
Planned End !24014! : 02/29/2008 15:59:35
 
We're on Windows 2003 with ARS 6.3 Patch 23 

- 

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

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

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

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Answers Are" html___ 


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Re: Incoming email that generates record needs escape character?

[Jason Bess]

Have you tried enclosing the string in brackets?  [$$..$$]

It's used to identify multiple lines of data but may cause the system to
ignore the symbols causing the problem.

 

Summary !8! : [$$Modify FIXNDAOTHERCD7 program to bypass ND-OTHER-CD-7 field
> 90 and change Field if < 4 to 0$$]

 

 

 

Jason

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan
Sent: Friday, February 22, 2008 5:27 PM
To: arslist@ARSLIST.ORG
Subject: Incoming email that generates record needs escape character?

 

Hi all,

I'm having a problem with some characters. We get emails from another system
on our network that we dump to a working form then generate CHG requests. I
ran into the problem today when the summary field had the < and > characters
in it. Is there an escape character I can have the other system developer
use to tell Remedy it's just field data and not a command variable? I had
them remove the < and > and the request went through, so I know that's the
problem.

 

Here is the email that failed. Anything after the summary field was
disregarded and an email was sent back saying that required fields were
empty.

 

Schema: DSL:CQE-CHG-Email
Server: 
Login: XX
Password: XXX
Action: Submit
Format: Short
Category !20003! : Software
Type !20004! : Application
Item !20005! : NDA
Classification !536870982! : Normal
Status !7! : Awaiting Review
Risk !260007001! : Low
Urgency !24009! : Low
Summary !8! : Modify FIXNDAOTHERCD7 program to Bybass ND-OTHER-CD-7 field >
90 and change Field if < 4 to 0
Req. Name !536870914! : John Doe
Req. Phone !536870915! : 
Aff. Name !24001! : John Doe
Aff. Phone !24002! : 
Implem. Group !536870984! : Mainframe Computing
Planned Start !24013! : 02/29/2008 15:54:35
Planned End !24014! : 02/29/2008 15:59:35

 

We're on Windows 2003 with ARS 6.3 Patch 23 

- 

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

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

 

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html___

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Re: Incoming email that generates record needs escape character?

[Thomas Bean]

MessageYou might try encapsulating the Summary value between [$$ and $$].  This 
is normally used for field values that span multiple lines in the e-mail, but 
it might also work to escape the > and < characters.  The Summary line would 
need to be formatted as follows in the incoming e-mail:

Summary !8! : [$$Modify FIXNDAOTHERCD7 program to Bybass ND-OTHER-CD-7 field > 
90 and change Field if < 4 to 0$$]

If you decide to try this, please let us know if it works!

HTH,

Thomas

  - Original Message - 
  From: Wheeler, Dylan 
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Friday, February 22, 2008 5:26 PM
  Subject: Incoming email that generates record needs escape character?


  ** 
  Hi all,
  I'm having a problem with some characters. We get emails from another system 
on our network that we dump to a working form then generate CHG requests. I ran 
into the problem today when the summary field had the < and > characters in it. 
Is there an escape character I can have the other system developer use to tell 
Remedy it's just field data and not a command variable? I had them remove the < 
and > and the request went through, so I know that's the problem.

  Here is the email that failed. Anything after the summary field was 
disregarded and an email was sent back saying that required fields were empty.

  Schema: DSL:CQE-CHG-Email
  Server: 
  Login: XX
  Password: XXX
  Action: Submit
  Format: Short
  Category !20003! : Software
  Type !20004! : Application
  Item !20005! : NDA
  Classification !536870982! : Normal
  Status !7! : Awaiting Review
  Risk !260007001! : Low
  Urgency !24009! : Low
  Summary !8! : Modify FIXNDAOTHERCD7 program to Bybass ND-OTHER-CD-7 field > 
90 and change Field if < 4 to 0
  Req. Name !536870914! : John Doe
  Req. Phone !536870915! : 
  Aff. Name !24001! : John Doe
  Aff. Phone !24002! : 
  Implem. Group !536870984! : Mainframe Computing
  Planned Start !24013! : 02/29/2008 15:54:35
  Planned End !24014! : 02/29/2008 15:59:35

  We're on Windows 2003 with ARS 6.3 Patch 23 
  - 

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

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


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Re: Adding Submit Date to ITSM7 INC notification emails

[Tony Worthington]

Hum.  Then I'm going to have to try that again -- that was my original 
design but  I was finding that Incident Submit Date was $NULL$ at the time 
of Incident submission -- it existed during modify operations however 
(reassignments, etc.)

Maybe I missed something.

Thanks for the tip!


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



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

02/22/2008 03:50 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Adding Submit Date to ITSM7 INC notification emails






** 
Sure - we just got done with this in IM 7:
 
1.) Add the field "Incident Submit Date" (Date/Time) to the form 
NTE:SYS-NT Process Control
 
2.) Modify the filter HPD:INC:NotificationGenerator_899_PNPC`! to push 
$Submit Date$ to "Incident Submit Date"
 
3.) Add "Submit Date" as a field on the SYS:Form FIeld Selection form:
-Selection type = Notification Message Selection
-Module Name = Incident
-Form Name = HPD:Help Desk
-Select fields from = HPD:Help Desk
-Menu Label 1 = Submit Date 
-Menu Value 1 = Submit Date
-Menu Value 2 = #Submit Date#
 
4.) Alter the filter NTE:SHR:TranslateNotificationMessageINC1_100 to do 
the replacement just like all of the other "Set Fields" inside it.  It 
will replace "#Submit Date#" with the value of "Incident Submit Date" from 
the form in #1 above.
 
Yes - this works.
 
Also - I'm NOT a big fan of changing base product workflow in the vast 
majority of circumstances.  In this instance we are talking about filters 
buried in guides and to really stick true you'd have to disable/copy all 
of the filters and the guides themselves and create new onesor you can 
document thoroughly.
 
We chose plan "B".

From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington
Sent: Friday, February 22, 2008 2:59 PM
To: arslist@ARSLIST.ORG
Subject: Adding Submit Date to ITSM7 INC notification emails

** 
All - 

I'm now intimately familiar with the ITSM7 notification subsystem but 
can't seem to think of an elegant (i.e. stay as close to out of the box as 
possibe) for a problem I'm having. 

The filter HPD:INC:NotificationGenerator_899_PNPC`! pushes fields from 
HPD:Help Desk to NTE:SYS-NT Process Control in order to start the 
notification generation proces.  Because the phasing is modified with `! 
"Submit Date" and "z1D Reported Date" are not yet available for the push 
fields action. 

Has anyone added submit date (or something close) to any ITSM7 INC 
notifications that functions correctly for both Incident and Requester 
Console submissions?  Can you give me any tips (other than redoing the 
whole of the notification system)? 

Thanks!

Tony
-- 
Tony Worthington
Sr. Technical Analyst
Kohl's Department Stores
[EMAIL PROTECTED]
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If you have received this transmission in error, please destroy it and notify 
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Incoming email that generates record needs escape character?

[Wheeler, Dylan]

Hi all,
I'm having a problem with some characters. We get emails from another
system on our network that we dump to a working form then generate CHG
requests. I ran into the problem today when the summary field had the <
and > characters in it. Is there an escape character I can have the
other system developer use to tell Remedy it's just field data and not a
command variable? I had them remove the < and > and the request went
through, so I know that's the problem.
 
Here is the email that failed. Anything after the summary field was
disregarded and an email was sent back saying that required fields were
empty.
 
Schema: DSL:CQE-CHG-Email
Server: 
Login: XX
Password: XXX
Action: Submit
Format: Short
Category !20003! : Software
Type !20004! : Application
Item !20005! : NDA
Classification !536870982! : Normal
Status !7! : Awaiting Review
Risk !260007001! : Low
Urgency !24009! : Low
Summary !8! : Modify FIXNDAOTHERCD7 program to Bybass ND-OTHER-CD-7
field > 90 and change Field if < 4 to 0
Req. Name !536870914! : John Doe
Req. Phone !536870915! : 
Aff. Name !24001! : John Doe
Aff. Phone !24002! : 
Implem. Group !536870984! : Mainframe Computing
Planned Start !24013! : 02/29/2008 15:54:35
Planned End !24014! : 02/29/2008 15:59:35
 
We're on Windows 2003 with ARS 6.3 Patch 23 

- 

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

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

 

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SLM 7.1 Questions

[strauss]

With apologies to anyone who reads ARSLIST _AND_ the BMCDN Forums, I'll
post this again here in case any of the SLM gurus are here (not working
for BMC and limited to BMCDN).

After several days of reading and then building service targets,
agreements, contracts, etc., on my development server, I have not been
able to find answers to several questions:

1. When trying to export service targets or agreements, I select one or
all of them, provide the path and filename for the output and the log
file, and click Export.  I get a message that it is exporting:

Exporting SLM from remedy7.ars.unt.edu server to remedy7.ars.unt.edu
server file path. (ARNOTE 45195)
Message: Export Started. Wait until Export finished and check Log File -
C:/temp/Tmp at remedy7.ars.unt.edu for result (ARNOTE 45196)

The preceding message occurred during the execution of active link
SLM:Export:Submit -- action 1. (ARNOTE 1101) 

I click on OK, and the SLM Export Utility abruptly closes. No files or
logs are output.  The docs and help file say this:
 
In the File Path/Name field, enter the required path and the name for
the file to which you want to export service targets, for example,
c:/temp/filename.arx. The file is saved on the server where SLM is
installed. Define the server you want to export from. You must enter the
user id and password.

There is no place to enter a server, userid, or password, and if it is
supposed to be part of the path and file (of which there is the example
above), there is no example of the syntax to use for those entries.

Are the docs and help file incomplete?  Does this utility even work, or
is it a fake?  Has anyone gotten it to work, ever?

2. In Configure Data Sources, selecting the Incident
Management-installed HPD:Help Desk source, in the Request-based Settings
tab, no value has been selected for any setting except Start Time.  What
should the others be set to, or will setting them "break" the OOTB
integration the installer created?  In particular, how would I add the
capability for "Reset Goal for Same Request" correctly?  The docs talk
about custom apps but not how to modify the OOTB integrations installed
by ITSM7.

3. The same Data Source is set to MSP=No.  If I am going to need
separate SLAs for our 25 some-odd distributed support areas, which have
separate operational companies, what is the proper way to partition SLM
to do that?  The docs are unspecific.  BTW, our customers are all in one
customer company, with membership in two others (employees and students)
for another purpose. Only support staff reside in the operational
companies.  They support one or more customer organizations with
subordinate departments.  I can imagine needing separate SLAs for each
customer organization and its support company, and OLAs between
different customer support companies.  How do I set up MSP for this (or
will it even scale to do OLAs between companies if I turn it on??)?  So
far I have only created one business time entity with three segments for
the whole campus.  All of the operational companies have schedules and
holidays defined the old way, as part of their support group
definitions.

Any ideas on any of this, or am I off the map here??

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

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Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter

[Bryan Waters]

I've experienced this same issue with v7.0.1 patch4.  This is a known
defect.  Supposedly, it's fixed with v7.0.1 patch6.

 

Thanks,

Bryan

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Friday, February 22, 2008 5:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter

 

** 

Ok, is there any restriction on it?

 

I've got a simple filter that fires on modify and attempts to put a file
into an attachment field. However, when it runs it finishes
successfully, returns a status of 0, but doesn't put the file in the
attachment field. In fact, if there is a file there already it will
clear it out. 

 

This is what the filter log looks like if I use a set fields action:

 

   
  /* Fri Feb 22 2008 16:02:40.2354 */ Checking "NCC:SCC:External
Process Report_Add Attachment" (500)

   
 --> Passed -- perform actions

   
  0: Set Fields

   
PERFORM-ACTION-ADD-ATTACHMENT 536880912
net-snmp_license.txt

   
Exit code: 0  Value: 0

   
Short Description (8) = 0

 

This is what the filter log looks like if I use a process action:

 

   
  /* Fri Feb 22 2008 16:02:13.0647 */ Checking "NCC:SCC:External
Process Report_Add Attachment"

   
  0: Process

   
$PROCESS$ PERFORM-ACTION-ADD-ATTACHMENT 536880912
net-snmp_license.txt

 

But neither actually sets the file in the attachment field. 

 

The file "net-snmp_license.txt" exists in the Remedy installation's bin
folder...which is where PERFORM-ACTION-SAVE-ATTACHMENT puts files if you
don't specify a path so I figured it would grab from there to. However,
it behaves the same even if I point the "ADD" process to a full path and
file.

 

--- J.T. Shyman

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jason Miller
Sent: Friday, February 22, 2008 5:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter

 

** Yes it can.

On Fri, Feb 22, 2008 at 1:54 PM, J.T. Shyman <[EMAIL PROTECTED]>
wrote:

** 

Does anyone know if PERFORM-ACTION-ADD-ATTACHMENT can be used in a
filter to attach a file from the server? AR 7.0.1 Patch 5 on Linux.

 

--- J.T. Shyman

 

 

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Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter

[Jason Miller]

As far as I can tell that should do it.  Especially since the run process is
returning a 0.  Is there any other workflow that maybe clearing the
attachment field?  Also are you sure the attachment fields is not display
only (it doesn't sound like it but I have to ask).  I would think if it were
a file permissions issue that it would not return a 0.  I am stumped.

Here is an example that I have used with variable for the file name.  Other
then the quotes and a full path (which you have tried) I don't see any
structural differences.
PERFORM-ACTION-ADD-ATTACHMENT 600017101
"C:\Admin\AttachedFiles\$600010002$.csv"

Jason

On Fri, Feb 22, 2008 at 2:12 PM, J.T. Shyman <[EMAIL PROTECTED]> wrote:

> **
>
> Ok, is there any restriction on it?
>
>
>
> I've got a simple filter that fires on modify and attempts to put a file
> into an attachment field. However, when it runs it finishes successfully,
> returns a status of 0, but doesn't put the file in the attachment field. In
> fact, if there is a file there already it will clear it out.
>
>
>
> This is what the filter log looks like if I use a set fields action:
>
>
>
>
>   > /* Fri Feb 22 2008 16:02:40.2354 */ Checking "NCC:SCC:External
> Process Report_Add Attachment" (500)
>
>
>   >--> Passed -- perform actions
>
>
>   > 0: Set Fields
>
>
>   >   PERFORM-ACTION-ADD-ATTACHMENT 536880912
> net-snmp_license.txt
>
>
>   >   Exit code: 0  Value: 0
>
>
>   >   Short Description (8) = 0
>
>
>
> This is what the filter log looks like if I use a process action:
>
>
>
>
>   > /* Fri Feb 22 2008 16:02:13.0647 */ Checking "NCC:SCC:External
> Process Report_Add Attachment"
>
>
>   > 0: Process
>
>
>  >   $PROCESS$
> PERFORM-ACTION-ADD-ATTACHMENT 536880912 net-snmp_license.txt
>
>
>
> But neither actually sets the file in the attachment field.
>
>
>
> The file "net-snmp_license.txt" exists in the Remedy installation's bin
> folder…which is where PERFORM-ACTION-SAVE-ATTACHMENT puts files if you don't
> specify a path so I figured it would grab from there to. However, it behaves
> the same even if I point the "ADD" process to a full path and file.
>
>
>
> --- J.T. Shyman
>
>
>   --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Jason Miller
> *Sent:* Friday, February 22, 2008 5:04 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter
>
>
>
> ** Yes it can.
>
> On Fri, Feb 22, 2008 at 1:54 PM, J.T. Shyman <[EMAIL PROTECTED]> wrote:
>
> **
>
> Does anyone know if PERFORM-ACTION-ADD-ATTACHMENT can be used in a filter
> to attach a file from the server? AR 7.0.1 Patch 5 on Linux.
>
>
>
> --- J.T. Shyman
>
>
>
>
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
>
>
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Re: SAVE Button

[Rick Cook]

Go into the view properties, and on the Menu Access tab, uncheck the Save
box.

Rick

On Fri, Feb 22, 2008 at 2:39 PM, Brittain, Mark <[EMAIL PROTECTED]>
wrote:

> **
>
> Hi,
>
> Having a brain cramp because I have not done it in a while. Is there a way
> to disable the save button on a form? I am guessing I can set the Disable
> the Change Flag on all of the fields or make them read only. If I am
> creating a new record I would need all of the fields to be accessible.
>
> Any ideas
>
> Mark Brittain
> ESM Remedy Developer
> NaviSite Inc.
> 315-453-2912 x5418  (office)
> 315-317-2897 (cell)
>
> *This e-mail is the property of NaviSite, Inc. It is intended only for the
> person or entity to which it is addressed and may contain information that
> is privileged, confidential, or otherwise protected from disclosure.
> Distribution or copying of this e-mail, or the information contained herein,
> to anyone other than the intended recipient is prohibited.*
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SAVE Button

[Brittain, Mark]

Hi,

Having a brain cramp because I have not done it in a while. Is there a
way to disable the save button on a form? I am guessing I can set the
Disable the Change Flag on all of the fields or make them read only. If
I am creating a new record I would need all of the fields to be
accessible.

Any ideas

Mark Brittain
ESM Remedy Developer
NaviSite Inc.
315-453-2912 x5418  (office)
315-317-2897 (cell)


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Re: Setting the background color of a form with an active link

[Mike Wallick]

As far as I can tell, the color specified in the admin tool (if
anything other than the "default" radio button) takes precedence over
anything the user sets.

Mike

On 2/22/08, Jason Miller <[EMAIL PROTECTED]> wrote:
> ** This may not work from ITSM though  Will this override the color that
> is set in the view properties in the admin tool?  Say I have changed the
> color of a form in the admin tool to red and the user wants yellow, can they
> override the red using preferences?
>
> Jason
>
>
> On Fri, Feb 22, 2008 at 10:04 AM, LJ Longwing <[EMAIL PROTECTED]> wrote:
> > I think this setting sets the preference no matter if they are on a
> > preference server or not, but I could be wrong on that.  If you are
> wanting
> > to control it at the server level, you could set it directly in each
> > preference record and have normal workflow that sets it on create/update,
> or
> > whatever conditions you want
> >
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:[EMAIL PROTECTED] On Behalf Of Mike Wallick
> >
> > Sent: Friday, February 22, 2008 10:57 AM
> > To: arslist@ARSLIST.ORG
> >
> >
> >
> > Subject: Re: Setting the background color of a form with an active link
> >
> > I saw that but I guess I didn't consider that as an option.
> >
> > Since all of my users are supposed to be using a preference server, I
> think
> > that will work, though I would have preferred something that could be
> > controlled globally on the server side.
> >
> > Thanks LJ.
> >
> > On 2/22/08, LJ Longwing <[EMAIL PROTECTED]> wrote:
> > > I would imagine it would be something like
> > >
> > >  PERFORM-ACTION-SET-PREFERENCE  ""
> > >  Sets the value of the field you specify in the User Preferences form.
> > > For  example, to set the value of the User Locale field to Japanese,
> > > enter the  following command:
> > >  PERFORM-ACTION-SET-PREFERENCE 20121 ja_JP  where 20121 is the field
> > > ID of the User Locale field and ja_JP is the value  that represents a
> > > Japanese locale.
> > >  To find the field ID:
> > >  1 Open the AR System User Preference form using BMC Remedy
> > > Administrator.
> > >  2 Double-click the field in question to display the Field Properties
> > > dialog  box.
> > >  3 Click the Database tab. The field ID is displayed in the ID field.
> > >  To find the value or format of a user preference field:
> > >  1 Log in to a preference server using BMC Remedy User.
> > >  2 Choose Tools > Options. The Options window is displayed.
> > >  3 Specify a value for a user preference, and click OK.
> > >  4 Open the AR System User Preference form to see what format is used
> > > or  what value is stored in the corresponding
> > >
> > >  I got this from Page 213 of the Worflow Reference Guide for 7.1
> > >
> > >  I believe you can look in the preference record and find the defined
> > > color  for search/modify/submit windows, and set that preference...but
> > > this is just  a guess as I've never tried doing it.
> > >
> > >
> > >  -Original Message-
> > >  From: Action Request System discussion list(ARSList)
> > > [mailto:[EMAIL PROTECTED] On Behalf Of Mike Wallick
> > >  Sent: Friday, February 22, 2008 10:19 AM
> > >  To: arslist@ARSLIST.ORG
> > >  Subject: Setting the background color of a form with an active link
> > >
> > >  Anyone know if there's an equivalent of the run process action
> > > SET-RO-COLOR  to set the background color of a form using workflow?
> > >
> > >  I've been searching through the archives and a couple of people said
> > > it was  possible, but no one said how.
> > >
> > >  ARS 7.0.1 patch 6
> > >
> > >  Thanks.
> > >
> > >  Mike
> > >
> > >
> > >
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> >
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Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter

[J.T. Shyman]

Ok, is there any restriction on it?

 

I've got a simple filter that fires on modify and attempts to put a file
into an attachment field. However, when it runs it finishes successfully,
returns a status of 0, but doesn't put the file in the attachment field. In
fact, if there is a file there already it will clear it out. 

 

This is what the filter log looks like if I use a set fields action:

 

   
  /* Fri Feb 22 2008 16:02:40.2354 */ Checking "NCC:SCC:External Process
Report_Add Attachment" (500)

   
 --> Passed -- perform actions

   
  0: Set Fields

   
PERFORM-ACTION-ADD-ATTACHMENT 536880912
net-snmp_license.txt

   
Exit code: 0  Value: 0

   
Short Description (8) = 0

 

This is what the filter log looks like if I use a process action:

 

   
  /* Fri Feb 22 2008 16:02:13.0647 */ Checking "NCC:SCC:External Process
Report_Add Attachment"

   
  0: Process

   
$PROCESS$ PERFORM-ACTION-ADD-ATTACHMENT 536880912
net-snmp_license.txt

 

But neither actually sets the file in the attachment field. 

 

The file "net-snmp_license.txt" exists in the Remedy installation's bin
folder.which is where PERFORM-ACTION-SAVE-ATTACHMENT puts files if you don't
specify a path so I figured it would grab from there to. However, it behaves
the same even if I point the "ADD" process to a full path and file.

 

--- J.T. Shyman

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jason Miller
Sent: Friday, February 22, 2008 5:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter

 

** Yes it can.

On Fri, Feb 22, 2008 at 1:54 PM, J.T. Shyman <[EMAIL PROTECTED]> wrote:

** 

Does anyone know if PERFORM-ACTION-ADD-ATTACHMENT can be used in a filter to
attach a file from the server? AR 7.0.1 Patch 5 on Linux.

 

--- J.T. Shyman

 

 

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Re: Setting the background color of a form with an active link

[Jason Miller]

This may not work from ITSM though  Will this override the color that is
set in the view properties in the admin tool?  Say I have changed the color
of a form in the admin tool to red and the user wants yellow, can they
override the red using preferences?

Jason

On Fri, Feb 22, 2008 at 10:04 AM, LJ Longwing <[EMAIL PROTECTED]> wrote:

> I think this setting sets the preference no matter if they are on a
> preference server or not, but I could be wrong on that.  If you are
> wanting
> to control it at the server level, you could set it directly in each
> preference record and have normal workflow that sets it on create/update,
> or
> whatever conditions you want
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Mike Wallick
> Sent: Friday, February 22, 2008 10:57 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Setting the background color of a form with an active link
>
> I saw that but I guess I didn't consider that as an option.
>
> Since all of my users are supposed to be using a preference server, I
> think
> that will work, though I would have preferred something that could be
> controlled globally on the server side.
>
> Thanks LJ.
>
> On 2/22/08, LJ Longwing <[EMAIL PROTECTED]> wrote:
> > I would imagine it would be something like
> >
> >  PERFORM-ACTION-SET-PREFERENCE  ""
> >  Sets the value of the field you specify in the User Preferences form.
> > For  example, to set the value of the User Locale field to Japanese,
> > enter the  following command:
> >  PERFORM-ACTION-SET-PREFERENCE 20121 ja_JP  where 20121 is the field
> > ID of the User Locale field and ja_JP is the value  that represents a
> > Japanese locale.
> >  To find the field ID:
> >  1 Open the AR System User Preference form using BMC Remedy
> > Administrator.
> >  2 Double-click the field in question to display the Field Properties
> > dialog  box.
> >  3 Click the Database tab. The field ID is displayed in the ID field.
> >  To find the value or format of a user preference field:
> >  1 Log in to a preference server using BMC Remedy User.
> >  2 Choose Tools > Options. The Options window is displayed.
> >  3 Specify a value for a user preference, and click OK.
> >  4 Open the AR System User Preference form to see what format is used
> > or  what value is stored in the corresponding
> >
> >  I got this from Page 213 of the Worflow Reference Guide for 7.1
> >
> >  I believe you can look in the preference record and find the defined
> > color  for search/modify/submit windows, and set that preference...but
> > this is just  a guess as I've never tried doing it.
> >
> >
> >  -Original Message-
> >  From: Action Request System discussion list(ARSList)
> > [mailto:[EMAIL PROTECTED] On Behalf Of Mike Wallick
> >  Sent: Friday, February 22, 2008 10:19 AM
> >  To: arslist@ARSLIST.ORG
> >  Subject: Setting the background color of a form with an active link
> >
> >  Anyone know if there's an equivalent of the run process action
> > SET-RO-COLOR  to set the background color of a form using workflow?
> >
> >  I've been searching through the archives and a couple of people said
> > it was  possible, but no one said how.
> >
> >  ARS 7.0.1 patch 6
> >
> >  Thanks.
> >
> >  Mike
> >
> >
> > __
> > __
> >  ___
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> Sponsor:
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> >
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>
>
> 
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Re: Adding Submit Date to ITSM7 INC notification emails

[Daniel Greer]

  - Original Message - 
  From: William Rentfrow 
  Newsgroups: public.remedy.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Friday, February 22, 2008 4:50 PM
  Subject: Re: Adding Submit Date to ITSM7 INC notification emails


  ** 
  Sure - we just got done with this in IM 7:

  1.) Add the field "Incident Submit Date" (Date/Time) to the form  NTE:SYS-NT 
Process Control

  2.) Modify the filter HPD:INC:NotificationGenerator_899_PNPC`! to push 
$Submit Date$ to "Incident Submit Date"

  3.) Add "Submit Date" as a field on the SYS:Form FIeld Selection form:
  -Selection type = Notification Message Selection
  -Module Name = Incident
  -Form Name = HPD:Help Desk
  -Select fields from = HPD:Help Desk
  -Menu Label 1 = Submit Date 
  -Menu Value 1 = Submit Date
  -Menu Value 2 = #Submit Date#

  4.) Alter the filter NTE:SHR:TranslateNotificationMessageINC1_100 to do the 
replacement just like all of the other "Set Fields" inside it.  It will replace 
"#Submit Date#" with the value of "Incident Submit Date" from the form in #1 
above.

  Yes - this works.

  Also - I'm NOT a big fan of changing base product workflow in the vast 
majority of circumstances.  In this instance we are talking about filters 
buried in guides and to really stick true you'd have to disable/copy all of the 
filters and the guides themselves and create new onesor you can document 
thoroughly.

  We chose plan "B".



--
  From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of Tony Worthington
  Sent: Friday, February 22, 2008 2:59 PM
  To: arslist@ARSLIST.ORG
  Subject: Adding Submit Date to ITSM7 INC notification emails


  ** 
  All - 

  I'm now intimately familiar with the ITSM7 notification subsystem but can't 
seem to think of an elegant (i.e. stay as close to out of the box as possibe) 
for a problem I'm having. 

  The filter HPD:INC:NotificationGenerator_899_PNPC`! pushes fields from 
HPD:Help Desk to NTE:SYS-NT Process Control in order to start the notification 
generation proces.  Because the phasing is modified with `! "Submit Date" and 
"z1D Reported Date" are not yet available for the push fields action. 

  Has anyone added submit date (or something close) to any ITSM7 INC 
notifications that functions correctly for both Incident and Requester Console 
submissions?  Can you give me any tips (other than redoing the whole of the 
notification system)? 

  Thanks!

  Tony
  -- 
  Tony Worthington
  Sr. Technical Analyst
  Kohl's Department Stores
  [EMAIL PROTECTED]
  262-703-5911 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the 
Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the 
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Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter

[Jason Miller]

Yes it can.

On Fri, Feb 22, 2008 at 1:54 PM, J.T. Shyman <[EMAIL PROTECTED]> wrote:

> **
>
> Does anyone know if PERFORM-ACTION-ADD-ATTACHMENT can be used in a filter
> to attach a file from the server? AR 7.0.1 Patch 5 on Linux.
>
>
>
> --- J.T. Shyman
>
>
>
>
>  __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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PERFORM-ACTION-ADD-ATTACHMENT from a filter

[J.T. Shyman]

Does anyone know if PERFORM-ACTION-ADD-ATTACHMENT can be used in a filter to
attach a file from the server? AR 7.0.1 Patch 5 on Linux.

 

--- J.T. Shyman

 

 


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Re: Adding Submit Date to ITSM7 INC notification emails

[William Rentfrow]

Sure - we just got done with this in IM 7:
 
1.) Add the field "Incident Submit Date" (Date/Time) to the form
NTE:SYS-NT Process Control
 
2.) Modify the filter HPD:INC:NotificationGenerator_899_PNPC`! to push
$Submit Date$ to "Incident Submit Date"
 
3.) Add "Submit Date" as a field on the SYS:Form FIeld Selection form:
-Selection type = Notification Message Selection
-Module Name = Incident
-Form Name = HPD:Help Desk
-Select fields from = HPD:Help Desk
-Menu Label 1 = Submit Date 
-Menu Value 1 = Submit Date
-Menu Value 2 = #Submit Date#
 
4.) Alter the filter NTE:SHR:TranslateNotificationMessageINC1_100 to do
the replacement just like all of the other "Set Fields" inside it.  It
will replace "#Submit Date#" with the value of "Incident Submit Date"
from the form in #1 above.
 
Yes - this works.
 
Also - I'm NOT a big fan of changing base product workflow in the vast
majority of circumstances.  In this instance we are talking about
filters buried in guides and to really stick true you'd have to
disable/copy all of the filters and the guides themselves and create new
onesor you can document thoroughly.
 
We chose plan "B".



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington
Sent: Friday, February 22, 2008 2:59 PM
To: arslist@ARSLIST.ORG
Subject: Adding Submit Date to ITSM7 INC notification emails


** 
All - 

I'm now intimately familiar with the ITSM7 notification subsystem but
can't seem to think of an elegant (i.e. stay as close to out of the box
as possibe) for a problem I'm having. 

The filter HPD:INC:NotificationGenerator_899_PNPC`! pushes fields from
HPD:Help Desk to NTE:SYS-NT Process Control in order to start the
notification generation proces.  Because the phasing is modified with `!
"Submit Date" and "z1D Reported Date" are not yet available for the push
fields action. 

Has anyone added submit date (or something close) to any ITSM7 INC
notifications that functions correctly for both Incident and Requester
Console submissions?  Can you give me any tips (other than redoing the
whole of the notification system)? 

Thanks!

Tony
-- 
Tony Worthington
Sr. Technical Analyst
Kohl's Department Stores
[EMAIL PROTECTED]
262-703-5911 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the
Answers Are" html___

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Re: Computed Groups giving error when displayed in the User Tool

[Jason Miller]

I wanted to post a solution to this old thread that I found this morning. I
was having the same issue when creating a computed group.  I found an update
to the bug entry on ARSwiki (http://bugs.arswiki.org/show_bug.cgi?id=49)
which pointed to having two group forms on the same server.

Sure enough we had a copy of our old group form from 6.3 and once I deleted
it twice (the server hung the first time) and did other restart for good
measure, my problems with computed groups went away.

Jason

On Wed, May 2, 2007 at 2:46 PM, David Sanders <
[EMAIL PROTECTED]> wrote:

> **
>
> Tried that already – I also examined the group_cache entries directly.
> There is no apparent difference in the entry that is OK, and the copy that
> gives the error.
>
>
>
> Thanks
>
>
>
> David Sanders
>
> Remedy Solution Architect
>
> *Enterprise** Service Suite @ Work*
>
> ==
>
> *ARS List Award Winner 2005*
>
> *Best 3rd party Remedy Application*
>
> * *
>
> See the *ESS Concepts 
> Guide*
>
>
>
> tel +44 1494 468980
>
> mobile +44 7710 377761
>
> email [EMAIL PROTECTED]
>
>
>
> web http://www.westoverconsulting.co.uk
>
>
>   --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *L. J. Head
> *Sent:* Wednesday, May 02, 2007 9:56 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Computed Groups giving error when displayed in the User
> Tool
>
>
>
> You could try running an arreload for the group cache
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *David Sanders
> *Sent:* Wednesday, May 02, 2007 2:43 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Computed Groups giving error when displayed in the User Tool
>
> **
>
> Hi List
>
>
>
> I've just logged this as a possible bug on http://arswiki.org/bugs/ but
> wanted to see if anyone else has come across this before, and whether you
> were able to correct it.
>
>
>
> This problem was reported to me by another user originally who had the 
> problem. He created a Computed Group record in the Group form, but whenever 
> he tried to display the record in the user tool, he receives an error like:
>
>
>
> ARERR [402] Incorrect format in the definition file : (missing cond op -- 
> ""
>
>
>
> Eventually I managed to reproduce this problem on my server.  The Group form 
> entry displays the error message each time I try to display it in the User 
> tool, but apart from that, the Computed Group works properly (the correct 
> users are shown as being a member of the group on their user records, etc.).
>
>
>
> The way I 'achieved' this was to take an existing Computed Group and keep 
> changing the computed group definition, and eventually up popped the error. 
> And now I can't get rid of it. I've deleted the Group, recreated it etc. Any 
> further Computed Groups that I create give the same error, although another 
> Computed Group that already existed does not give the error.
>
>
>
> I've restarted the Remedy server, restarted the DB, rebooted the server – all 
> to no effect.
>
>
>
> The error message is obviously misleading – there have been no changes to the 
> Group form definition, and the reported 'error' is related to that particular 
> data record.  Copying the Computed Group that does not show the error 
> (Ctrl-T), changing the name and ID to create a new Group record gives the 
> same error for the new record, even though the computed group definition is 
> identical to the record with no error.  It doesn't seem to make any sense.
>
>
>
> One Remedy system here was 6.3 and the other was 7, one on Oracle, one MS
> SQL, one Windows, one Solaris. The only way I've been able to 'correct' the
> problem is to revert to an earlier version of my DB.
>
>
>
> Anyone else seen this?
>
>
>
> David Sanders
>
> Remedy Solution Architect
>
> *Enterprise** Service Suite @ Work*
>
> ==
>
> *ARS List Award Winner 2005*
>
> *Best 3rd party Remedy Application***
>
> * *
>
> See the *ESS Concepts 
> Guide*
>
>
>
> tel +44 1494 468980
>
> mobile +44 7710 377761
>
> email [EMAIL PROTECTED]
>
>
>
> web http://www.westoverconsulting.co.uk
>
>
>
>
>
> __20060125___This posting was submitted with HTML in
> it___ __20060125___This posting was submitted with HTML
> in it___
>  __20060125___This posting was submitted with HTML in
> it___ __20060125___This posting was submitted with HTML
> in it___

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Moving Audit form

[William Rentfrow]

Vital stats first - IM 7.0.3 on ARS 7.1 patch 001 using Solaris/Oracle.
 
I have an audit form created from the main HPD:HelpDesk form.
 
This audit form is also part of the Incident Management application.
 
I'm moving these things to a new server:
 
-Incident management application (and I mean the application object in
Remedy admin)
-HPD:HelpDesk
-HelpDesk Audit form
 
It all imports correctly - and the HPD:HelpDesk form has the audit form
selected correctly - but the form type for the audit form is set to
"Regular" instead of "audit".
 
What gives?  Am I missing something?
 
William Rentfrow, Principal Consultant
[EMAIL PROTECTED]
C 701-306-6157
O 952-432-0227
 

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Re: Find the Request ID in email Subject line

[Tanner, Doug]

I have a 15 Digit Case # starting with BYSM

 

SUBSTR($Subject$, STRSTR($Subject$,  "BYSM"))

Set a Hidden Field - zTmpParsedSubjectReq

Then

LEFT($zTmpParsedSubjectReq$, 15)

 

Doug

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Friday, February 22, 2008 3:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: Find the Request ID in email Subject line

 

You can also just do a search in the subject line for
"ISS[0-9][0-9][0-9][0-9][0-9][0-9][0-9][0-9][0-9][0-9][0-9][0-9]"

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Eli Schilling
Sent: Friday, February 22, 2008 2:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Find the Request ID in email Subject line

** 

Mark, I use STRSTRC within the SUBSTRC function:

 

SUBSTRC($Subject:$, STRSTRC($Subject:$, "TT#") + 3, STRSTRC($Subject:$,
"TT#") + 11)

 

That will count the number of characters to TT# and add 3 so you start
with the number.  If you want to include "TT#" just take away the +3 at
the end of the first STRSTRC.

 

HTH

-Eli

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Brittain, Mark
Sent: Friday, February 22, 2008 11:57 AM
To: arslist@ARSLIST.ORG
Subject: Find the Request ID in email Subject line

** 

Hi, 

I have a requirement to place an email (reply) from a customer that has
the ticket number anywhere in the email subject line into the ticket.
The challenge is the ticket number could be anywhere in the subject
line.

If the subject line is something like RE: TT#01049480 for NaviSite, Inc.
I can use 
SUBSTRC($Subject:$, 4, 14) which produces TT#01049480 

If the ticket number is somewhere else in the subject line like FW: RE:
TT#01049480 then I would get the incorrect results and I would not be
able to push the email to the ticket.

So I need a string that would find TT# and the eight characters that
follow, so I can push that value to a separate field..

Thanks 
Mark 

 

Mark Brittain 
ESM Remedy Developer 
NaviSite Inc. 
315-453-2912 x5418  (office) 
315-317-2897 (cell) 


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Adding Submit Date to ITSM7 INC notification emails

[Tony Worthington]

All -

I'm now intimately familiar with the ITSM7 notification subsystem but 
can't seem to think of an elegant (i.e. stay as close to out of the box as 
possibe) for a problem I'm having.

The filter HPD:INC:NotificationGenerator_899_PNPC`! pushes fields from 
HPD:Help Desk to NTE:SYS-NT Process Control in order to start the 
notification generation proces.  Because the phasing is modified with `! 
"Submit Date" and "z1D Reported Date" are not yet available for the push 
fields action.

Has anyone added submit date (or something close) to any ITSM7 INC 
notifications that functions correctly for both Incident and Requester 
Console submissions?  Can you give me any tips (other than redoing the 
whole of the notification system)?

Thanks!

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

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If you have received this transmission in error, please destroy it and notify 
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Re: Find the Request ID in email Subject line

[William Rentfrow]

You can also just do a search in the subject line for
"ISS[0-9][0-9][0-9][0-9][0-9][0-9][0-9][0-9][0-9][0-9][0-9][0-9]"



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Eli Schilling
Sent: Friday, February 22, 2008 2:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Find the Request ID in email Subject line


** 
Mark, I use STRSTRC within the SUBSTRC function:
 
SUBSTRC($Subject:$, STRSTRC($Subject:$, "TT#") + 3, STRSTRC($Subject:$,
"TT#") + 11)
 
That will count the number of characters to TT# and add 3 so you start
with the number.  If you want to include "TT#" just take away the +3 at
the end of the first STRSTRC.
 
HTH
-Eli



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Brittain, Mark
Sent: Friday, February 22, 2008 11:57 AM
To: arslist@ARSLIST.ORG
Subject: Find the Request ID in email Subject line


** 

Hi, 

I have a requirement to place an email (reply) from a customer that has
the ticket number anywhere in the email subject line into the ticket.
The challenge is the ticket number could be anywhere in the subject
line.

If the subject line is something like RE: TT#01049480 for NaviSite, Inc.
I can use 
SUBSTRC($Subject:$, 4, 14) which produces TT#01049480 

If the ticket number is somewhere else in the subject line like FW: RE:
TT#01049480 then I would get the incorrect results and I would not be
able to push the email to the ticket.

So I need a string that would find TT# and the eight characters that
follow, so I can push that value to a separate field..

Thanks 
Mark 


Mark Brittain 
ESM Remedy Developer 
NaviSite Inc. 
315-453-2912 x5418  (office) 
315-317-2897 (cell) 


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Re: "ARUser License Monitoring"

[igor ivanov]

**



Hi, Mladoniczky

 

- "getting very close to the limits allowed by the license agreement"
  How close do i get if i generate request for Remedy Admin to change my License Type?

- "Users are logged out after a certain timeout in the user log anyway, so the benefits on checking last-access-time through the API is not that great."
  "Not-that-great-benefits" are true if you check it once during the login period.
  I can check the Number of last-access-time every 1 min.

- Do you inform you’re charging customers that there are
  "bugs related to the API that sometimes give inaccurate ..."
  - I do not have bugs related to the API and "last access time" never is NULL...

- How is "users are unable to login" related to the available "Write" licenses?

- "There is also another problem that you can not see if a user has received a FLOAT-READ because he has not yet done anything..."
  My forms shows me when user who has FLOAT USING READ and it means he is doing something.

- How is "users are unable to login" related to the availability of "Write" User Licenses?

- "The algorithm we use is based on moving the users around every month or so, based on long term usage statistics from the user log."
  The algorithm I’m using based on "long term usage statistics" AND "urgent needs" AND "suddenly increased activity or passivity" and I’m not "beating anything"
  
  - "This has beaten anything else I have seen (that does not break the license agreement with BMC)"
  Including what?
  What have you seen that breaks BMC license agreement?
  What about "BMC License”? How collecting statistics is beat it?

 

Best regards,

 

igor






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Re: Find the Request ID in email Subject line

[Eli Schilling]

Mark, I use STRSTRC within the SUBSTRC function:
 
SUBSTRC($Subject:$, STRSTRC($Subject:$, "TT#") + 3, STRSTRC($Subject:$,
"TT#") + 11)
 
That will count the number of characters to TT# and add 3 so you start
with the number.  If you want to include "TT#" just take away the +3 at
the end of the first STRSTRC.
 
HTH
-Eli



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Brittain, Mark
Sent: Friday, February 22, 2008 11:57 AM
To: arslist@ARSLIST.ORG
Subject: Find the Request ID in email Subject line


** 

Hi, 

I have a requirement to place an email (reply) from a customer that has
the ticket number anywhere in the email subject line into the ticket.
The challenge is the ticket number could be anywhere in the subject
line.

If the subject line is something like RE: TT#01049480 for NaviSite, Inc.
I can use 
SUBSTRC($Subject:$, 4, 14) which produces TT#01049480 

If the ticket number is somewhere else in the subject line like FW: RE:
TT#01049480 then I would get the incorrect results and I would not be
able to push the email to the ticket.

So I need a string that would find TT# and the eight characters that
follow, so I can push that value to a separate field..

Thanks 
Mark 


Mark Brittain 
ESM Remedy Developer 
NaviSite Inc. 
315-453-2912 x5418  (office) 
315-317-2897 (cell) 


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from disclosure. Distribution or copying of this e-mail, or the
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Find the Request ID in email Subject line

[Brittain, Mark]

Hi, 

I have a requirement to place an email (reply) from a customer that has
the ticket number anywhere in the email subject line into the ticket.
The challenge is the ticket number could be anywhere in the subject
line.

If the subject line is something like RE: TT#01049480 for NaviSite, Inc.
I can use 
SUBSTRC($Subject:$, 4, 14) which produces TT#01049480 

If the ticket number is somewhere else in the subject line like FW: RE:
TT#01049480 then I would get the incorrect results and I would not be
able to push the email to the ticket.

So I need a string that would find TT# and the eight characters that
follow, so I can push that value to a separate field..

Thanks
Mark 


Mark Brittain
ESM Remedy Developer
NaviSite Inc.
315-453-2912 x5418  (office)
315-317-2897 (cell)


This e-mail is the property of NaviSite, Inc. It is intended only
for the person or entity to which it is addressed and may contain
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from disclosure. Distribution or copying of this e-mail, or the
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Re: "Splitting" an AR 6.x system....

[Richard Copits]

That steered  us in the right direction - Thank you for the

great suggestions!!

 

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter
Sent: Friday, February 22, 2008 1:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: "Splitting" an AR 6.x system

 

** 

Whenever you restore the database on MS SQL Server, you need to go in
immediately (before starting the Remedy services) and update the ARAdmin
account in SQL Server and give it dbo privileges to the restored
database (whether on 2000 or 2005).  We perform the backup/restore
process all of the time to bring servers into sync.

 

You should get an authentication error message in the log if you forget
to do this because the Remedy server service will not be able to log
into the SQL Server.

 

//SIGNED//

Craig Carter

Software Engineer, RSP

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits
Sent: Friday, February 22, 2008 9:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: "Splitting" an AR 6.x system

 

The ARSystem database was moved by using MS/SQL Server 

Enterprise Manager/Backup and Restore function.

 

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Friday, February 22, 2008 11:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: "Splitting" an AR 6.x system

 

** 

Richard,

 

I think some detail as to how you moved the database would be helpful.
Also, please don't forget you ARS and DB information.

 

Thanks,

 

Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile, USA 
Desk: 813-348-2556 
Cell: 973-652-6723 
FAX: 813-348-2565 
sf49fanv AIM IM 
RogerNall Yahoo IM 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits
Sent: Friday, February 22, 2008 10:54 AM
To: arslist@ARSLIST.ORG
Subject: "Splitting" an AR 6.x system

 

One of our Remedy folks has asked me if it's 

possible to do something that we thought

would be easy, but seems not to be - maybe

we're missing a step, or ???

 

Our AR HelpDesk 6.x system is all housed on

one server - with the SQL database instance

on that server as well. We'd like to "split" off

the SQL database and put it on another server, 

or leave the SQL instance where it is and move

the AR stuff. But, when they tried changing the

arconfig file it just caused the whole thing to

hang. Is it possible to separate things this way,

and if so are there directions/guidelines on 

what/how  they should be doing it?

 

Thanks!.

 

 

 

"I know not with what weapons World War III will 

be fought, but World War IV will be fought with

 sticks and stones."

 

   Albert Einstein

 



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Portions of this message may be confidential under an exemption to Ohio's 
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delete all copies from your system without disclosing, copying, or transmitting 
this message.

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JOB: Mid-Level Remedy Administrator - McLean, VA

[Linda Brown]

Hello all:

 

I trust that all on the East Coast are weathering the snow well.  Our client
has another Remedy position.  See below.  If qualified and interested,
please respond with your rate/salary requirements, Word resume, and a good
number where I can reach you.  Have a great weekend!

 

Job TS-037 Remedy Administrator

Term:  4.0 months

 

Summary:

This role will backfill a Remedy Administrator to free up a Client person to
perform development work. 

 

The role consists of :
. Maintain stable operation of the BMC Remedy ITSM systems and CMDB.
Responsible for maintaining resilient Remedy infrastructure, resolve issues
related to out of the box functionality and provide customer support. 
. Responsible for system configuration data and any changes to the system
requiring systems administrative access.
. Coordinates/performs major system upgrades
. Install/Upgrade software on Windows Servers and Linux MidTier for:
. ARS Server, Approval Server, ITSM suite (HD, AM, CM, SLA), Email Engine,
Flashboard
. Maintains system configuration data within all applications in the ITSM
suite (HD, AM, CM, SLA)

 

License Management for all BMC Remedy Products:
. Procurement, License key management 
. User license management (fixed and floating)
. Resolves Remedy Appl Infra related user cases for:
. Servers in Prod and Non-Prod environment
. Remedy Clients/Remedy Migrator Clients 
. Coordinates resolution for Remedy Application Infrastructure related
issues with infrastructure teams.

 

Monitors Resolves Remedy Application Infrastructure:
. ARS Prod Server Health and User activities
. License Usage
. Performs performance tuning 
. Create Admin related Support Groups for ITSM applications and maintains
user access and controls to admin support groups.
. Perform User access provisioning and frequent support group membership
reviews 
. Review and update Standard Operating Procedures for Remedy.
. Perform BCP exercises, document results and resolve any issues for Remedy
infrastructure
. Coordinate resolution of issues requiring BMC support.

 

Skills: 

Mid-level (3-7 yrs)
1+ year experience in BMC Remedy ARS server administration and 3+ years of
general IT experience. Strong system administration skills (UNIX / Windows).
Good verbal and communication skills and must be able to work effectively in
team environment.

 

 

Linda M. Brown

Technical Recruiter

 

Cyquent, Inc.

5410 Edson Lane, Suite 320B

Rockville, MD 20852

Office:  240-292-0230, Ext. 304

Direct:  240-292-0234

Fax:  866-509-0331

E-mail:    [EMAIL PROTECTED]

 


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Re: OT - Possible Friday Humor from BMC's Knowledgebase

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

Wow, this actually answered a question I had yesterday that I almost
posted to the list.

Thanks,


Gary Opela, Jr

Sr. Remedy Developer

Leader Communications, Inc.

405 736 3211


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Friday, February 22, 2008 10:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT - Possible Friday Humor from BMC's Knowledgebase

** Who, other than Doug, could have gotten away with such a submission?
If I find out, I'll have to buy him/her a beverage next RUG.  We need
more lighthearted stuff in a serious world these days.

Rick


On Fri, Feb 22, 2008 at 8:38 AM, Warren Baltimore
<[EMAIL PROTECTED]> wrote:


** 
Not very professional
BUT FUNNY AS HELL!!

 
On 2/22/08, Lammey, Peter A. <[EMAIL PROTECTED]> wrote: 

** 

I was out on BMC's Knowledge website looking up
knowledge regarding table fields and their retrieving values from the a
Table field column that is linked to a Selection field (or drop down
field).

After the list of knowledge articles was returned I
opened up one titled "Can I query for the values in the column within a
Table Field?".

This is knowledge article KM-3274.  When you
read this article the author wrote the Solution in a very funny manner.
It seems like this person must have read too many Dr. Seuss books or
something.

Take a look out on BMC's website at this Knowledge
article where the solution reads: 

"Query on Columns within a Table field". You can not do
it in a box with a fox, nor in a house with a mouse, or with a punk on a
skunk. You can not do it here or there you can not do it anywhere, you
can not Query on a Table you can not do it, you just arent able :)

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

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

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

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

Okay, I just resolved this issue while typing out this email. I will,
however, send out my original issue as well just in case any of you run
across this. The problem ended up being that the archive form and the
parent form didn't have the same permissions. You know, it would have
been nice if the system would have told me that was the problem. It HAS
to know

 

 

 

 

 

Remedy 6.3

Admin 6.3 

User 6.3

Windows 2k3

SQL Server 2k

 

I'm getting an error when trying to change the archive settings on one
of my archive forms. The error shows as below:

 

The Archive form is invalid. Archive form should not be in use and it's
[sic] data fields should match those in the main form. Please check the
manual for requirements for a valid Archive form. (ARERR 8999).

 

The problem is, I just today set up arching on this form. I let remedy
create the archive form itself, so I know it should be a valid archive
form.

 

The only thing I can think of is I had made a change to the archive
form. I took away a permission group so it would not be visible to my
users. I think that the archive happened to be running at this same
time, so I'm wondering if something messed up. Is there a flag somewhere
in a remedy ticket I need to reset?

 

I tried cycling remedy, but that didn't help.

 

Coincidentally, whenever I created the archive form, the default value
for two of my fields on the primary form was set to $NULL$ instead of
their existing values. On the Archive form, they were correct.

 

 

 

 

Thanks,


Gary Opela, Jr

Sr. Remedy Developer

Leader Communications, Inc.

 


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Re: Interview questions

[Tim Widowfield]

Sorry.  I was wrong in my previous email.

  ( 'Fieldname != $NULL$ ) AND ( 'Fieldname' != 'DB.Fieldname' )

...is *NOT* the same as:

  ( 'TR.Fieldname != $NULL$ ) AND ( 'Fieldname' != 'DB.Fieldname' )

...because without the TR prefix, the AR server will "check the value for the 
transaction first and then check the database if a new value is not found in 
the transaction..."  (Quoted from the Remedy docs.)

Is everyone sick of this subject yet???   :-)

--Tim


- Original Message 
From: Thad K Esser <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Friday, February 22, 2008 12:52:17 PM
Subject: Re: [ARSLIST] Interview questions

**
"We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname'
!= 'DB.Fieldname'  
What's wrong with this?"

Its more complicated than it needs to
be.   ('Fieldname' != 'DB.Fieldname') by itself will give you the
same results.

By the way, the discussion isn't TR
versus DB values, but rather whether or not there is a need to use the
TR values (DB values are useful).  My contention is that using TR
values introduces unnecessary confusion and can cause unexpected results,
without any benefit.

I'll drop the topic for now, but if
anyone wants to continue the discussion off-list feel free to email me.

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


"Mike White"
<[EMAIL PROTECTED]> 
Sent by: "Action Request System
discussion list(ARSList)" 02/22/2008 08:27 AMPlease 
respond to
arslist@ARSLIST.ORG


To
[EMAIL PROTECTED]

Subject
Re: Interview questions






** Hello, Matt!

This TR-vs-DB discussion usually gives me a headache that only a few beerscan 
cure, but I'll weigh-in, anyway (proving that I can't learn from history!).

Unless I misunderstood, Richard offered 

( 'TR.lesson_status' = "Completed") 

as an alternative to 

('DB.lesson_status' != "Completed" AND 'lesson_status' = "Completed")

Good point about the db search, but I'd add the obvious - using only theTR 
value exposes the Filter to workflow updates. If another Filter 
pushes"Completed" to the record, even though it's already populatedwith 
"Completed", the Filter will fire.

We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname' != 'DB.Fieldname'

What's wrong with this? And more to the point, what was wrong with 
David'soriginal Run If:

( 'lesson_status' = "Completed" ) AND ( 'DB.lesson_status' !="Completed" )

I don't see where it would be a problem, either. ('Not sure I understoodhow API 
updates impact it).

Mike White
Office: 813-978-2192
E-mail: [EMAIL PROTECTED]
Carey Matthew Black <[EMAIL PROTECTED]>



Carey Matthew Black <[EMAIL PROTECTED]>
Sent by: "Action Request System discussion list(ARSList)" 
02/22/2008 10:52
Please respond to arslist


To: arslist@ARSLIST.ORG
cc: 
Subject: Re: Interview questions


Actually...

Run If qualifications (for Filters) do not cause "searches" tothe DB.
( Which are the only context that the 'TR' vs 'DB' discussion makes
any sense in.) Run If's (for Filters and Active Links) are evaluated
by the ARS application (server or client) and not sent to the RDBMS.
However, Escalations Run If's are sent to the RDBMS as well as
Set/Push field qualifications.


Yes.. Yes... if you reference 'Field' or 'DB.Field' in a Filter Run If
then the record of interest for the transaction is fetched from the
DB. But that is based on 'Entry ID' (Field 1) and is the unique
clustered index on the form so that search is mute. It is the best
that the DB can do and the value of having the DB values at had
generally far out ways the cost of that trip to the RDMBS. (IMHO)

-- 
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 Fri, Feb 22, 2008 at 10:15 AM, McCabe, Richard A. (CMS/CTR)
<[EMAIL PROTECTED]> wrote:
> **
>
>
>
> The following statements would fire the same, but the first statementwould
> be cleaner to read, and more efficient as it would not cause a fullquery of
> the table by causing the database to run a "not equal to"search bypassing
> your indexes. ( 'TR.lesson_status' = "Completed") vs. ('DB.lesson_status'!=
> "Completed" AND 'lesson_status' = "Completed")
>
>
>
> Richard McCabe
>
>
>
>
> 
>
>
> From: Action Request System discussion list(ARSList)
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the AnswersAre" html___ 

***IMPORTANT NOTICE: This communication, including any attachment, contains 
information that may be confidential or privileged, and is intended solely for 
the entity or individual to whom it is addressed.  If you are not the intended 
recipient, you should delete this message and are hereby notified that any 
disclosure, copying, or distribution of this message is strictly prohibited.  
Nothing in this email, including any attachment, is intended to be a legally 
binding signature.***

__Platinum Sponsor: www.rmsportal.com ARSlist: "Where 

Re: Interview questions

[Tim Widowfield]

Sorry.  I was wrong in my previous email.

  ( 'Fieldname != $NULL$ ) AND ( 'Fieldname' != 'DB.Fieldname' )

...is *NOT* the same as:

  ( 'TR.Fieldname != $NULL$ ) AND ( 'Fieldname' != 'DB.Fieldname' )

...because without the TR prefix, the AR server will "check the value for the 
transaction first and then check the database if a new value is not found in 
the transaction..."  (Quoted from the Remedy docs.)

Is everyone sick of this subject yet???   :-)

--Tim


- Original Message 
From: Thad K Esser <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Friday, February 22, 2008 12:52:17 PM
Subject: Re: [ARSLIST] Interview questions

**
"We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname'
!= 'DB.Fieldname'  
What's wrong with this?"

Its more complicated than it needs to
be.   ('Fieldname' != 'DB.Fieldname') by itself will give you the
same results.

By the way, the discussion isn't TR
versus DB values, but rather whether or not there is a need to use the
TR values (DB values are useful).  My contention is that using TR
values introduces unnecessary confusion and can cause unexpected results,
without any benefit.

I'll drop the topic for now, but if
anyone wants to continue the discussion off-list feel free to email me.

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


"Mike White"
<[EMAIL PROTECTED]> 
Sent by: "Action Request System
discussion list(ARSList)" 02/22/2008 08:27 AMPlease 
respond to
arslist@ARSLIST.ORG


To
[EMAIL PROTECTED]

Subject
Re: Interview questions






** Hello, Matt!

This TR-vs-DB discussion usually gives me a headache that only a few beerscan 
cure, but I'll weigh-in, anyway (proving that I can't learn from history!).

Unless I misunderstood, Richard offered 

( 'TR.lesson_status' = "Completed") 

as an alternative to 

('DB.lesson_status' != "Completed" AND 'lesson_status' = "Completed")

Good point about the db search, but I'd add the obvious - using only theTR 
value exposes the Filter to workflow updates. If another Filter 
pushes"Completed" to the record, even though it's already populatedwith 
"Completed", the Filter will fire.

We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname' != 'DB.Fieldname'

What's wrong with this? And more to the point, what was wrong with 
David'soriginal Run If:

( 'lesson_status' = "Completed" ) AND ( 'DB.lesson_status' !="Completed" )

I don't see where it would be a problem, either. ('Not sure I understoodhow API 
updates impact it).

Mike White
Office: 813-978-2192
E-mail: [EMAIL PROTECTED]
Carey Matthew Black <[EMAIL PROTECTED]>



Carey Matthew Black <[EMAIL PROTECTED]>
Sent by: "Action Request System discussion list(ARSList)" 
02/22/2008 10:52
Please respond to arslist


To: arslist@ARSLIST.ORG
cc: 
Subject: Re: Interview questions


Actually...

Run If qualifications (for Filters) do not cause "searches" tothe DB.
( Which are the only context that the 'TR' vs 'DB' discussion makes
any sense in.) Run If's (for Filters and Active Links) are evaluated
by the ARS application (server or client) and not sent to the RDBMS.
However, Escalations Run If's are sent to the RDBMS as well as
Set/Push field qualifications.


Yes.. Yes... if you reference 'Field' or 'DB.Field' in a Filter Run If
then the record of interest for the transaction is fetched from the
DB. But that is based on 'Entry ID' (Field 1) and is the unique
clustered index on the form so that search is mute. It is the best
that the DB can do and the value of having the DB values at had
generally far out ways the cost of that trip to the RDMBS. (IMHO)

-- 
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 Fri, Feb 22, 2008 at 10:15 AM, McCabe, Richard A. (CMS/CTR)
<[EMAIL PROTECTED]> wrote:
> **
>
>
>
> The following statements would fire the same, but the first statementwould
> be cleaner to read, and more efficient as it would not cause a fullquery of
> the table by causing the database to run a "not equal to"search bypassing
> your indexes. ( 'TR.lesson_status' = "Completed") vs. ('DB.lesson_status'!=
> "Completed" AND 'lesson_status' = "Completed")
>
>
>
> Richard McCabe
>
>
>
>
> 
>
>
> From: Action Request System discussion list(ARSList)
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***IMPORTANT NOTICE: This communication, including any attachment, contains 
information that may be confidential or privileged, and is intended solely for 
the entity or individual to whom it is addressed.  If you are not the intended 
recipient, you should delete this message and are hereby notified that any 
disclosure, copying, or distribution of this message is strictly prohibited.  
Nothing in this email, including any attachment, is intended to be a legally 
binding signature.***

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Re: Interview questions

[arslist]

And if you really want to test whether or not the person (or system)
entered something whether or not it is the same as the database value?

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tim Widowfield
Sent: February 22, 2008 2:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Interview questions


** 
Wait, wait...


This statement isn't right:

"..the discussion isn't TR versus DB values, but rather whether or not there
is a need to use the TR values (DB values are useful)."

No, the point is in a filter qualification when you refer to a field name on
the form, it is assumed by the AR Server engine that the value *is* the TR
value.  Hence, many people argue that adding the TR prefix merely adds fluff
or noise.  This qualification:

  ('TR.Fieldname' != 'DB.Fieldname')

...is identical to:

  ('Fieldname' != 'DB.Fieldname')

To your first point, that you don't need the first half of:

  ( 'TR.Fieldname != $NULL$ ) AND ( 'Fieldname' != 'DB.Fieldname' )

...be sure you understand what you really want the filter to do.  What this
is saying is, "I want the filter to fire if the transactional value -- i.e.,
what the user just entered in the field -- is not null, *AND* it's different
from what's in the database."  

And you could write it like this:

  ( 'Fieldname != $NULL$ ) AND ( 'Fieldname' != 'DB.Fieldname' )

...because field names without the TR prefix are presumed to be references
to the current value in the form as the filter is executing.

However, I've said it before -- I frequently will add the TR "fluff" if I
think it helps readability.  



--Tim



- Original Message 
From: Thad K Esser <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Friday, February 22, 2008 12:52:17 PM
Subject: Re: [ARSLIST] Interview questions

** 
"We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname' != 'DB.Fieldname'   
What's wrong with this?" 

Its more complicated than it needs to be.   ('Fieldname' != 'DB.Fieldname')
by itself will give you the same results. 

By the way, the discussion isn't TR versus DB values, but rather whether or
not there is a need to use the TR values (DB values are useful).  My
contention is that using TR values introduces unnecessary confusion and can
cause unexpected results, without any benefit. 

I'll drop the topic for now, but if anyone wants to continue the discussion
off-list feel free to email me. 

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




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


02/22/2008 08:27 AM 


Please respond to
arslist@ARSLIST.ORG



To
arslist@ARSLIST.ORG 

cc



Subject
Re: Interview questions 








** 

Hello, Matt!

This TR-vs-DB discussion usually gives me a headache that only a few beers
can cure, but I'll weigh-in, anyway (proving that I can't learn from
history!).

Unless I misunderstood, Richard offered 

( 'TR.lesson_status' = "Completed") 

as an alternative to 

('DB.lesson_status' != "Completed" AND 'lesson_status' = "Completed")

Good point about the db search, but I'd add the obvious - using only the TR
value exposes the Filter to workflow updates. If another Filter pushes
"Completed" to the record, even though it's already populated with
"Completed", the Filter will fire.

We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname' != 'DB.Fieldname'

What's wrong with this? And more to the point, what was wrong with David's
original Run If:

( 'lesson_status' = "Completed" ) AND ( 'DB.lesson_status' != "Completed" )

I don't see where it would be a problem, either. ('Not sure I understood how
API updates impact it).

Mike White
Office: 813-978-2192
E-mail: [EMAIL PROTECTED]
Carey Matthew Black <[EMAIL PROTECTED]>





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


02/22/2008 10:52
Please respond to arslist 



To: arslist@ARSLIST.ORG
cc: 
Subject: Re: Interview questions



Actually...

Run If qualifications (for Filters) do not cause "searches" to the DB.
( Which are the only context that the 'TR' vs 'DB' discussion makes
any sense in.) Run If's (for Filters and Active Links) are evaluated
by the ARS application (server or client) and not sent to the RDBMS.
However, Escalations Run If's are sent to the RDBMS as well as
Set/Push field qualifications.


Yes.. Yes... if you reference 'Field' or 'DB.Field' in a Filter Run If
then the record of interest for the transaction is fetched from the
DB. But that is based on 'Entry ID' (Field 1) and is the unique
clustered index on the form so that search is mute. It is the best
that the DB can do and the value of having the DB values at had
generally far out ways the cost of that trip to the RDMBS. (IMHO)

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

Love, then teach
Solution = People + Process + Too

Re: Interview questions

[McManus Michael A SSgt HQ 754 ELSG/DOMH]

Hate to beat a dead horse but

"( 'TR.Fieldname != $NULL$ ) AND ( 'Fieldname' != 'DB.Fieldname' )

"I want the filter to fire if the transactional value -- i.e., what the user 
just entered in the field -- is not null, *AND* it's different from what's in 
the database."

I don't think this is correct.  If the user changes the value of 'Fieldname' to 
$NULL$ from some other value, 'TR.Fieldname' != $NULL$ so the above 
qualification will actually fire.

I think what I've heard before and understand to be true (although I most 
certainly may be wrong) is that 'Fieldname' != $NULL$ and 'TR.Fieldname' != 
$NULL$ are not the same thing, specifically in the case of a field being set to 
a NULL value.

Michael A. McManus, SSgt, USAF
Remedy Developer
HQ 754 ELSG/DOMH
DSN: 596-6478 / Comm: 334-416-6478

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Tim Widowfield
Sent: Friday, February 22, 2008 1:08 PM
To: arslist@arslist.org
Subject: Re: Interview questions

**
Wait, wait...


This statement isn't right:

"..the discussion isn't TR versus DB values, but rather whether or not there is 
a need to use the TR values (DB values are useful)."

No, the point is in a filter qualification when you refer to a field name on 
the form, it is assumed by the AR Server engine that the value *is* the TR 
value.  Hence, many people argue that adding the TR prefix merely adds fluff or 
noise.  This qualification:

  ('TR.Fieldname' != 'DB.Fieldname')

...is identical to:

  ('Fieldname' != 'DB.Fieldname')

To your first point, that you don't need the first half of:

  ( 'TR.Fieldname != $NULL$ ) AND ( 'Fieldname' != 'DB.Fieldname' )

...be sure you understand what you really want the filter to do.  What this is 
saying is, "I want the filter to fire if the transactional value -- i.e., what 
the user just entered in the field -- is not null, *AND* it's different from 
what's in the database."

And you could write it like this:

  ( 'Fieldname != $NULL$ ) AND ( 'Fieldname' != 'DB.Fieldname' )

...because field names without the TR prefix are presumed to be references to 
the current value in the form as the filter is executing.

However, I've said it before -- I frequently will add the TR "fluff" if I think 
it helps readability.



--Tim



- Original Message 
From: Thad K Esser <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Friday, February 22, 2008 12:52:17 PM
Subject: Re: [ARSLIST] Interview questions

**
"We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname' != 'DB.Fieldname'
What's wrong with this?"

Its more complicated than it needs to be.   ('Fieldname' != 'DB.Fieldname') by 
itself will give you the same results.

By the way, the discussion isn't TR versus DB values, but rather whether or not 
there is a need to use the TR values (DB values are useful).  My contention is 
that using TR values introduces unnecessary confusion and can cause unexpected 
results, without any benefit.

I'll drop the topic for now, but if anyone wants to continue the discussion 
off-list feel free to email me.

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



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

02/22/2008 08:27 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc


Subject
Re: Interview questions








**

Hello, Matt!

This TR-vs-DB discussion usually gives me a headache that only a few beers can 
cure, but I'll weigh-in, anyway (proving that I can't learn from history!).

Unless I misunderstood, Richard offered

( 'TR.lesson_status' = "Completed")

as an alternative to

('DB.lesson_status' != "Completed" AND 'lesson_status' = "Completed")

Good point about the db search, but I'd add the obvious - using only the TR 
value exposes the Filter to workflow updates. If another Filter pushes 
"Completed" to the record, even though it's already populated with "Completed", 
the Filter will fire.

We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname' != 'DB.Fieldname'

What's wrong with this? And more to the point, what was wrong with David's 
original Run If:

( 'lesson_status' = "Completed" ) AND ( 'DB.lesson_status' != "Completed" )

I don't see where it would be a problem, either. ('Not sure I understood how 
API updates impact it).

Mike White
Office: 813-978-2192
E-mail: [EMAIL PROTECTED]
Carey Matthew Black <[EMAIL PROTECTED]>




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

02/22/2008 10:52
Please respond to arslist



To: arslist@ARSLIST.ORG
cc:
Subject: Re: Interview questions



Actually...

Run If qualifications (for Filters) do not cause "searches" to the DB.
( Which are the only context that the 'TR' vs 'DB' discussion makes
any sense in.) Run If's (for Filters and Active Links) are evaluated
by the ARS application (server or client) and not sent to the RDBMS.
However, Es

Re: Interview questions - if you can stand one more.

[J.T. Shyman]

After reading the past few hours of posts on this topic I'd say my weakest
qualification is: 'TR.Fieldname != $NULL$ AND 'Fieldname' != 'DB.Fieldname'

 

:-)

 

--- J.T. Shyman

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bob Rowe
Sent: Friday, February 22, 2008 2:02 PM
To: arslist@ARSLIST.ORG
Subject: Interview questions - if you can stand one more.

 

** I was caught off-guard the first time I fielded the question:

"What would you say is your weakest qualification?"

Since then it's been phrased a number of ways, but the interviewee usually
means, what in your work do you have the most trouble with? One interviewer
asked me, "Why should we NOT hire you?" 

My usual answer has been, "I get wrapped around the axle when encountering a
problem and sometimes wait too long to ask for help."

-- 
Bob Rowe, Remedy Action Request System Development and Administration
[EMAIL PROTECTED]
"The golden rule is to test everything in the light of reason and
experience, no matter from where it comes."
Mohandas K. Gandhi __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: Interview questions

[Tim Widowfield]

Wait, wait...

This statement isn't right:

"..the discussion isn't TRversus DB values, but rather whether or not there is 
a need to use theTR values (DB values are useful)."

No, the point is in a filter qualification when you refer to a field name on 
the form, it is assumed by the AR Server engine that the value *is* the TR 
value.  Hence, many people argue that adding the TR prefix merely adds fluff or 
noise.  This qualification:

  ('TR.Fieldname' != 'DB.Fieldname')

...is identical to:

  ('Fieldname' != 'DB.Fieldname')

To your first point, that you don't need the first half of:

  ( 'TR.Fieldname != $NULL$ ) AND ( 'Fieldname' != 'DB.Fieldname' )

...be sure you understand what you really want the filter to do.  What this is 
saying is, "I want the filter to fire if the transactional value -- i.e., what 
the user just entered in the field -- is not null, *AND* it's different from 
what's in the database."  

And you could write it like this:

  ( 'Fieldname != $NULL$ ) AND ( 'Fieldname' != 'DB.Fieldname' )

...because field names without the TR prefix are presumed to be references to 
the current value in the form as the filter is executing.

However, I've said it before -- I frequently will add the TR "fluff" if I think 
it helps readability.  



--Tim


- Original Message 
From: Thad K Esser <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Friday, February 22, 2008 12:52:17 PM
Subject: Re: [ARSLIST] Interview questions

**
"We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname'
!= 'DB.Fieldname'  
What's wrong with this?"

Its more complicated than it needs to
be.   ('Fieldname' != 'DB.Fieldname') by itself will give you the
same results.

By the way, the discussion isn't TR
versus DB values, but rather whether or not there is a need to use the
TR values (DB values are useful).  My contention is that using TR
values introduces unnecessary confusion and can cause unexpected results,
without any benefit.

I'll drop the topic for now, but if
anyone wants to continue the discussion off-list feel free to email me.

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


"Mike White"
<[EMAIL PROTECTED]> 
Sent by: "Action Request System
discussion list(ARSList)" 02/22/2008 08:27 AMPlease 
respond to
arslist@ARSLIST.ORG


To
[EMAIL PROTECTED]

Subject
Re: Interview questions






** Hello, Matt!

This TR-vs-DB discussion usually gives me a headache that only a few beerscan 
cure, but I'll weigh-in, anyway (proving that I can't learn from history!).

Unless I misunderstood, Richard offered 

( 'TR.lesson_status' = "Completed") 

as an alternative to 

('DB.lesson_status' != "Completed" AND 'lesson_status' = "Completed")

Good point about the db search, but I'd add the obvious - using only theTR 
value exposes the Filter to workflow updates. If another Filter 
pushes"Completed" to the record, even though it's already populatedwith 
"Completed", the Filter will fire.

We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname' != 'DB.Fieldname'

What's wrong with this? And more to the point, what was wrong with 
David'soriginal Run If:

( 'lesson_status' = "Completed" ) AND ( 'DB.lesson_status' !="Completed" )

I don't see where it would be a problem, either. ('Not sure I understoodhow API 
updates impact it).

Mike White
Office: 813-978-2192
E-mail: [EMAIL PROTECTED]
Carey Matthew Black <[EMAIL PROTECTED]>



Carey Matthew Black <[EMAIL PROTECTED]>
Sent by: "Action Request System discussion list(ARSList)" 
02/22/2008 10:52
Please respond to arslist


To: arslist@ARSLIST.ORG
cc: 
Subject: Re: Interview questions


Actually...

Run If qualifications (for Filters) do not cause "searches" tothe DB.
( Which are the only context that the 'TR' vs 'DB' discussion makes
any sense in.) Run If's (for Filters and Active Links) are evaluated
by the ARS application (server or client) and not sent to the RDBMS.
However, Escalations Run If's are sent to the RDBMS as well as
Set/Push field qualifications.


Yes.. Yes... if you reference 'Field' or 'DB.Field' in a Filter Run If
then the record of interest for the transaction is fetched from the
DB. But that is based on 'Entry ID' (Field 1) and is the unique
clustered index on the form so that search is mute. It is the best
that the DB can do and the value of having the DB values at had
generally far out ways the cost of that trip to the RDMBS. (IMHO)

-- 
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 Fri, Feb 22, 2008 at 10:15 AM, McCabe, Richard A. (CMS/CTR)
<[EMAIL PROTECTED]> wrote:
> **
>
>
>
> The following statements would fire the same, but the first statementwould
> be cleaner to read, and more efficient as it would not cause a fullquery of
> the table by causing the database to run a "not equal to"search bypassing
> your indexes. ( 'TR.lesson_status' = "Completed") vs. ('DB.l

Interview questions - if you can stand one more.

[Bob Rowe]

I was caught off-guard the first time I fielded the question:

"What would you say is your weakest qualification?"

Since then it's been phrased a number of ways, but the interviewee usually
means, what in your work do you have the most trouble with? One interviewer
asked me, "Why should we NOT hire you?"

My usual answer has been, "I get wrapped around the axle when encountering a
problem and sometimes wait too long to ask for help."

-- 
Bob Rowe, Remedy Action Request System Development and Administration
[EMAIL PROTECTED]
"The golden rule is to test everything in the light of reason and
experience, no matter from where it comes."
Mohandas K. Gandhi

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Interview questions

[LJ Longwing]

If we both drop it do you think someone else will pick it up?
 
(how bout neither of us respond to this thread...I'll bet it dies by end of
the day...:)

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Thad K Esser
Sent: Friday, February 22, 2008 11:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Interview questions


** 
I guess when you drop something, it has the tendency to bounce.  :-)   

I was wondering when the time argument would come up.  If using the TR value
saves time in a filter qualification, then wouldn't it make sense to go
through ALL your filters and incorporate a TR element to them?  Think of all
the filters you have where the intent of the qualification is something
other than to detect a field value changing.  If the time savings is worth
introducing errors, then it should be done on all filters. 

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




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


02/22/2008 10:10 AM 


Please respond to
arslist@ARSLIST.ORG



To
arslist@ARSLIST.ORG 

cc

Subject
Re: Interview questions






** 
:)...this is the holy war I was trying to avoid...but the only thing that I
have to say about TR being useful is that I remember reading at one point in
a remedy document that TR being before a DB statement prevents the
relatively uncostly query to the DB to determine the DB value, or in other
words, in extremely high volume applications if TR is null, it stops parsing
the qualification, and saves time. 


  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Thad K Esser
Sent: Friday, February 22, 2008 10:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: Interview questions

** 
"We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname' != 'DB.Fieldname'   
What's wrong with this?" 

Its more complicated than it needs to be.   ('Fieldname' != 'DB.Fieldname')
by itself will give you the same results. 

By the way, the discussion isn't TR versus DB values, but rather whether or
not there is a need to use the TR values (DB values are useful).  My
contention is that using TR values introduces unnecessary confusion and can
cause unexpected results, without any benefit. 

I'll drop the topic for now, but if anyone wants to continue the discussion
off-list feel free to email me. 

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



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


02/22/2008 08:27 AM 



Please respond to
arslist@ARSLIST.ORG




To
arslist@ARSLIST.ORG 

cc

Subject
Re: Interview questions








** 

Hello, Matt!

This TR-vs-DB discussion usually gives me a headache that only a few beers
can cure, but I'll weigh-in, anyway (proving that I can't learn from
history!).

Unless I misunderstood, Richard offered 

( 'TR.lesson_status' = "Completed") 

as an alternative to 

('DB.lesson_status' != "Completed" AND 'lesson_status' = "Completed")

Good point about the db search, but I'd add the obvious - using only the TR
value exposes the Filter to workflow updates. If another Filter pushes
"Completed" to the record, even though it's already populated with
"Completed", the Filter will fire.

We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname' != 'DB.Fieldname'

What's wrong with this? And more to the point, what was wrong with David's
original Run If:

( 'lesson_status' = "Completed" ) AND ( 'DB.lesson_status' != "Completed" )

I don't see where it would be a problem, either. ('Not sure I understood how
API updates impact it).

Mike White
Office: 813-978-2192
E-mail: [EMAIL PROTECTED]
Carey Matthew Black <[EMAIL PROTECTED]>



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


02/22/2008 10:52
Please respond to arslist 



To: arslist@ARSLIST.ORG
cc: 
Subject: Re: Interview questions




Actually...

Run If qualifications (for Filters) do not cause "searches" to the DB.
( Which are the only context that the 'TR' vs 'DB' discussion makes
any sense in.) Run If's (for Filters and Active Links) are evaluated
by the ARS application (server or client) and not sent to the RDBMS.
However, Escalations Run If's are sent to the RDBMS as well as
Set/Push field qualifications.


Yes.. Yes... if you reference 'Field' or 'DB.Field' in a Filter Run If
then the record of interest for the transaction is fetched from the
DB. But that is based on 'Entry ID' (Field 1) and is the unique
clustered index on the form so that search is mute. It is the best
that the DB can do and the value of having the DB values at had
generally far out ways the cost of that trip to the RDMBS. (IMHO)

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

Love, then teach
Solution = People + Pro

Re: Interview questions

[Mike White]

my bad.  sorry.

Mike White
Office:  813-978-2192
E-mail:  [EMAIL PROTECTED]


   
  Thad K Esser 
  <[EMAIL PROTECTED]To:   arslist@ARSLIST.ORG
  COM> cc: 
  Sent by: "Action Subject:  Re: Interview questions
  Request System   
  discussion   
  list(ARSList)"   
  <[EMAIL PROTECTED]
  ORG> 
   
   
  02/22/2008 13:25 
  Please respond to
  arslist  
   
   




**
I guess when you drop something, it has the tendency to bounce.  :-)

I was wondering when the time argument would come up.  If using the TR
value saves time in a filter qualification, then wouldn't it make sense to
go through ALL your filters and incorporate a TR element to them?  Think of
all the filters you have where the intent of the qualification is something
other than to detect a field value changing.  If the time savings is worth
introducing errors, then it should be done on all filters.

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

   
 "LJ Longwing" <[EMAIL PROTECTED]> 
 Sent by: "Action Request System discussion
 list(ARSList)"To
  [EMAIL PROTECTED]
  IST.ORG  
 02/22/2008 10:10 AMcc
   
   Subject
   Please respond to  Re:  
  arslist@ARSLIST.ORG Interview
  questions
   
   
   
   
   
   
   





**
:)...this is the holy war I was trying to avoid...but the only thing that I
have to say about TR being useful is that I remember reading at one point
in a remedy document that TR being before a DB statement prevents the
relatively uncostly query to the DB to determine the DB value, or in other
words, in extremely high volume applications if TR is null, it stops
parsing the qualification, and saves time.

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Thad K Esser
Sent: Friday, February 22, 2008 10:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: Interview questions

**
"We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname' != 'DB.Fieldname'
What's wrong with this?"

Its more complicated than it needs to be.   ('Fieldname' != 'DB.Fieldname')
by itself will give you the same results.

By the way, the discussion isn't TR versus DB values, but rather whether or
not there is a need to use the TR values (DB values are useful).  My
contention is that using TR values introduces unnecessary confusion and can
cause unexpected results, without any benefit.

I'll drop the topic for now, but if anyone wants to continue the discussion
off-list feel free to email me.

Thad Esser
Remedy Developer
"Argue for your limitations, and sure enough, they're yours."-- Richard
Bach
   
 "Mike White" <[EMAIL PROTECTED]>  
 Sent by: "Action Request System discussion
 list(ARSList)"   
To
 

Re: Interview questions

[Thad K Esser]

I guess when you drop something, it has the tendency to bounce.  :-) 

I was wondering when the time argument would come up.  If using the TR 
value saves time in a filter qualification, then wouldn't it make sense to 
go through ALL your filters and incorporate a TR element to them?  Think 
of all the filters you have where the intent of the qualification is 
something other than to detect a field value changing.  If the time 
savings is worth introducing errors, then it should be done on all 
filters.

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



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

02/22/2008 10:10 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Interview questions






** 
:)...this is the holy war I was trying to avoid...but the only thing that 
I have to say about TR being useful is that I remember reading at one 
point in a remedy document that TR being before a DB statement prevents 
the relatively uncostly query to the DB to determine the DB value, or in 
other words, in extremely high volume applications if TR is null, it stops 
parsing the qualification, and saves time.

From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Thad K Esser
Sent: Friday, February 22, 2008 10:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: Interview questions

** 
"We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname' != 'DB.Fieldname'   

What's wrong with this?" 

Its more complicated than it needs to be.   ('Fieldname' != 
'DB.Fieldname') by itself will give you the same results. 

By the way, the discussion isn't TR versus DB values, but rather whether 
or not there is a need to use the TR values (DB values are useful).  My 
contention is that using TR values introduces unnecessary confusion and 
can cause unexpected results, without any benefit. 

I'll drop the topic for now, but if anyone wants to continue the 
discussion off-list feel free to email me. 

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


"Mike White" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 
 
02/22/2008 08:27 AM 

Please respond to
arslist@ARSLIST.ORG



To
arslist@ARSLIST.ORG 
cc

Subject
Re: Interview questions








** 
Hello, Matt!

This TR-vs-DB discussion usually gives me a headache that only a few beers 
can cure, but I'll weigh-in, anyway (proving that I can't learn from 
history!).

Unless I misunderstood, Richard offered 

( 'TR.lesson_status' = "Completed") 

as an alternative to 

('DB.lesson_status' != "Completed" AND 'lesson_status' = "Completed")

Good point about the db search, but I'd add the obvious - using only the 
TR value exposes the Filter to workflow updates. If another Filter pushes 
"Completed" to the record, even though it's already populated with 
"Completed", the Filter will fire.

We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname' != 'DB.Fieldname'

What's wrong with this? And more to the point, what was wrong with David's 
original Run If:

( 'lesson_status' = "Completed" ) AND ( 'DB.lesson_status' != "Completed" 
)

I don't see where it would be a problem, either. ('Not sure I understood 
how API updates impact it).

Mike White
Office: 813-978-2192
E-mail: [EMAIL PROTECTED]
Carey Matthew Black <[EMAIL PROTECTED]>



Carey Matthew Black <[EMAIL PROTECTED]>
Sent by: "Action Request System discussion list(ARSList)" 
 
02/22/2008 10:52
Please respond to arslist 


To: arslist@ARSLIST.ORG
cc: 
Subject: Re: Interview questions



Actually...

Run If qualifications (for Filters) do not cause "searches" to the DB.
( Which are the only context that the 'TR' vs 'DB' discussion makes
any sense in.) Run If's (for Filters and Active Links) are evaluated
by the ARS application (server or client) and not sent to the RDBMS.
However, Escalations Run If's are sent to the RDBMS as well as
Set/Push field qualifications.


Yes.. Yes... if you reference 'Field' or 'DB.Field' in a Filter Run If
then the record of interest for the transaction is fetched from the
DB. But that is based on 'Entry ID' (Field 1) and is the unique
clustered index on the form so that search is mute. It is the best
that the DB can do and the value of having the DB values at had
generally far out ways the cost of that trip to the RDMBS. (IMHO)

-- 
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 Fri, Feb 22, 2008 at 10:15 AM, McCabe, Richard A. (CMS/CTR)
<[EMAIL PROTECTED]> wrote:
> **
>
>
>
> The following statements would fire the same, but the first statement 
would
> be cleaner to read, and more efficient as it would not cause a full 
query of
> the table by causing the database to run a "not equal to" search 
bypassing
> your indexes. 

Re: "Splitting" an AR 6.x system....

[Craig Carter]

Whenever you restore the database on MS SQL Server, you need to go in
immediately (before starting the Remedy services) and update the ARAdmin
account in SQL Server and give it dbo privileges to the restored
database (whether on 2000 or 2005).  We perform the backup/restore
process all of the time to bring servers into sync.

 

You should get an authentication error message in the log if you forget
to do this because the Remedy server service will not be able to log
into the SQL Server.

 

//SIGNED//

Craig Carter

Software Engineer, RSP

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits
Sent: Friday, February 22, 2008 9:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: "Splitting" an AR 6.x system

 

The ARSystem database was moved by using MS/SQL Server 

Enterprise Manager/Backup and Restore function.

 

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Friday, February 22, 2008 11:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: "Splitting" an AR 6.x system

 

** 

Richard,

 

I think some detail as to how you moved the database would be helpful.
Also, please don't forget you ARS and DB information.

 

Thanks,

 

Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile, USA 
Desk: 813-348-2556 
Cell: 973-652-6723 
FAX: 813-348-2565 
sf49fanv AIM IM 
RogerNall Yahoo IM 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits
Sent: Friday, February 22, 2008 10:54 AM
To: arslist@ARSLIST.ORG
Subject: "Splitting" an AR 6.x system

 

One of our Remedy folks has asked me if it's 

possible to do something that we thought

would be easy, but seems not to be - maybe

we're missing a step, or ???

 

Our AR HelpDesk 6.x system is all housed on

one server - with the SQL database instance

on that server as well. We'd like to "split" off

the SQL database and put it on another server, 

or leave the SQL instance where it is and move

the AR stuff. But, when they tried changing the

arconfig file it just caused the whole thing to

hang. Is it possible to separate things this way,

and if so are there directions/guidelines on 

what/how  they should be doing it?

 

Thanks!.

 

 

 

"I know not with what weapons World War III will 

be fought, but World War IV will be fought with

 sticks and stones."

 

   Albert Einstein

 



Portions of this message may be confidential under an exemption to
Ohio's public records law or under a legal privilege. If you have
received this message in error or due to an unauthorized transmission or
interception, please delete all copies from your system without
disclosing, copying, or transmitting this message.

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



Portions of this message may be confidential under an exemption to
Ohio's public records law or under a legal privilege. If you have
received this message in error or due to an unauthorized transmission or
interception, please delete all copies from your system without
disclosing, copying, or transmitting this message.

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html___

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Re: Interview questions

[LJ Longwing]

:)...this is the holy war I was trying to avoid...but the only thing that I
have to say about TR being useful is that I remember reading at one point in
a remedy document that TR being before a DB statement prevents the
relatively uncostly query to the DB to determine the DB value, or in other
words, in extremely high volume applications if TR is null, it stops parsing
the qualification, and saves time.

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Thad K Esser
Sent: Friday, February 22, 2008 10:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: Interview questions


** 
"We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname' != 'DB.Fieldname'   
What's wrong with this?" 

Its more complicated than it needs to be.   ('Fieldname' != 'DB.Fieldname')
by itself will give you the same results. 

By the way, the discussion isn't TR versus DB values, but rather whether or
not there is a need to use the TR values (DB values are useful).  My
contention is that using TR values introduces unnecessary confusion and can
cause unexpected results, without any benefit. 

I'll drop the topic for now, but if anyone wants to continue the discussion
off-list feel free to email me. 

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




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


02/22/2008 08:27 AM 


Please respond to
arslist@ARSLIST.ORG



To
arslist@ARSLIST.ORG 

cc

Subject
Re: Interview questions






** 

Hello, Matt!

This TR-vs-DB discussion usually gives me a headache that only a few beers
can cure, but I'll weigh-in, anyway (proving that I can't learn from
history!).

Unless I misunderstood, Richard offered 

( 'TR.lesson_status' = "Completed") 

as an alternative to 

('DB.lesson_status' != "Completed" AND 'lesson_status' = "Completed")

Good point about the db search, but I'd add the obvious - using only the TR
value exposes the Filter to workflow updates. If another Filter pushes
"Completed" to the record, even though it's already populated with
"Completed", the Filter will fire.

We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname' != 'DB.Fieldname'

What's wrong with this? And more to the point, what was wrong with David's
original Run If:

( 'lesson_status' = "Completed" ) AND ( 'DB.lesson_status' != "Completed" )

I don't see where it would be a problem, either. ('Not sure I understood how
API updates impact it).

Mike White
Office: 813-978-2192
E-mail: [EMAIL PROTECTED]
Carey Matthew Black <[EMAIL PROTECTED]>




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


02/22/2008 10:52
Please respond to arslist 



To: arslist@ARSLIST.ORG
cc: 
Subject: Re: Interview questions



Actually...

Run If qualifications (for Filters) do not cause "searches" to the DB.
( Which are the only context that the 'TR' vs 'DB' discussion makes
any sense in.) Run If's (for Filters and Active Links) are evaluated
by the ARS application (server or client) and not sent to the RDBMS.
However, Escalations Run If's are sent to the RDBMS as well as
Set/Push field qualifications.


Yes.. Yes... if you reference 'Field' or 'DB.Field' in a Filter Run If
then the record of interest for the transaction is fetched from the
DB. But that is based on 'Entry ID' (Field 1) and is the unique
clustered index on the form so that search is mute. It is the best
that the DB can do and the value of having the DB values at had
generally far out ways the cost of that trip to the RDMBS. (IMHO)

-- 
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 Fri, Feb 22, 2008 at 10:15 AM, McCabe, Richard A. (CMS/CTR)
<[EMAIL PROTECTED]> wrote:
> **
>
>
>
> The following statements would fire the same, but the first statement
would
> be cleaner to read, and more efficient as it would not cause a full query
of
> the table by causing the database to run a "not equal to" search bypassing
> your indexes. ( 'TR.lesson_status' = "Completed") vs. ('DB.lesson_status'
!=
> "Completed" AND 'lesson_status' = "Completed")
>
>
>
> Richard McCabe
>
>
>
>
> 
>
>
> From: Action Request System discussion list(ARSList)
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
html___ 


***IMPORTANT NOTICE: This communication, including any attachment, contains
information that may be confidential or privileged, and is intended solely
for the entity or individual to whom it is addressed. If you are not the
intended recipient, you should delete this message and are hereby notified
that any disclosure, copying, or distribution of this message is strictly
prohibited. Nothing in this email, including any attachment, is intended to
be a legally binding signature.***


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Re: Setting the background color of a form with an active link

[LJ Longwing]

I think this setting sets the preference no matter if they are on a
preference server or not, but I could be wrong on that.  If you are wanting
to control it at the server level, you could set it directly in each
preference record and have normal workflow that sets it on create/update, or
whatever conditions you want 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mike Wallick
Sent: Friday, February 22, 2008 10:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: Setting the background color of a form with an active link

I saw that but I guess I didn't consider that as an option.

Since all of my users are supposed to be using a preference server, I think
that will work, though I would have preferred something that could be
controlled globally on the server side.

Thanks LJ.

On 2/22/08, LJ Longwing <[EMAIL PROTECTED]> wrote:
> I would imagine it would be something like
>
>  PERFORM-ACTION-SET-PREFERENCE  ""
>  Sets the value of the field you specify in the User Preferences form. 
> For  example, to set the value of the User Locale field to Japanese, 
> enter the  following command:
>  PERFORM-ACTION-SET-PREFERENCE 20121 ja_JP  where 20121 is the field 
> ID of the User Locale field and ja_JP is the value  that represents a 
> Japanese locale.
>  To find the field ID:
>  1 Open the AR System User Preference form using BMC Remedy  
> Administrator.
>  2 Double-click the field in question to display the Field Properties 
> dialog  box.
>  3 Click the Database tab. The field ID is displayed in the ID field.
>  To find the value or format of a user preference field:
>  1 Log in to a preference server using BMC Remedy User.
>  2 Choose Tools > Options. The Options window is displayed.
>  3 Specify a value for a user preference, and click OK.
>  4 Open the AR System User Preference form to see what format is used 
> or  what value is stored in the corresponding
>
>  I got this from Page 213 of the Worflow Reference Guide for 7.1
>
>  I believe you can look in the preference record and find the defined 
> color  for search/modify/submit windows, and set that preference...but 
> this is just  a guess as I've never tried doing it.
>
>
>  -Original Message-
>  From: Action Request System discussion list(ARSList)  
> [mailto:[EMAIL PROTECTED] On Behalf Of Mike Wallick
>  Sent: Friday, February 22, 2008 10:19 AM
>  To: arslist@ARSLIST.ORG
>  Subject: Setting the background color of a form with an active link
>
>  Anyone know if there's an equivalent of the run process action 
> SET-RO-COLOR  to set the background color of a form using workflow?
>
>  I've been searching through the archives and a couple of people said 
> it was  possible, but no one said how.
>
>  ARS 7.0.1 patch 6
>
>  Thanks.
>
>  Mike
>
>
> __
> __
>  ___
>  UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum
Sponsor:
>  www.rmsportal.com ARSlist: "Where the Answers Are"
>
>  
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> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>


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Re: Setting the background color of a form with an active link

[Mike Wallick]

I saw that but I guess I didn't consider that as an option.

Since all of my users are supposed to be using a preference server, I
think that will work, though I would have preferred something that
could be controlled globally on the server side.

Thanks LJ.

On 2/22/08, LJ Longwing <[EMAIL PROTECTED]> wrote:
> I would imagine it would be something like
>
>  PERFORM-ACTION-SET-PREFERENCE  ""
>  Sets the value of the field you specify in the User Preferences form. For
>  example, to set the value of the User Locale field to Japanese, enter the
>  following command:
>  PERFORM-ACTION-SET-PREFERENCE 20121 ja_JP
>  where 20121 is the field ID of the User Locale field and ja_JP is the value
>  that represents a Japanese locale.
>  To find the field ID:
>  1 Open the AR System User Preference form using BMC Remedy
>  Administrator.
>  2 Double-click the field in question to display the Field Properties dialog
>  box.
>  3 Click the Database tab. The field ID is displayed in the ID field.
>  To find the value or format of a user preference field:
>  1 Log in to a preference server using BMC Remedy User.
>  2 Choose Tools > Options. The Options window is displayed.
>  3 Specify a value for a user preference, and click OK.
>  4 Open the AR System User Preference form to see what format is used or
>  what value is stored in the corresponding
>
>  I got this from Page 213 of the Worflow Reference Guide for 7.1
>
>  I believe you can look in the preference record and find the defined color
>  for search/modify/submit windows, and set that preference...but this is just
>  a guess as I've never tried doing it.
>
>
>  -Original Message-
>  From: Action Request System discussion list(ARSList)
>  [mailto:[EMAIL PROTECTED] On Behalf Of Mike Wallick
>  Sent: Friday, February 22, 2008 10:19 AM
>  To: arslist@ARSLIST.ORG
>  Subject: Setting the background color of a form with an active link
>
>  Anyone know if there's an equivalent of the run process action SET-RO-COLOR
>  to set the background color of a form using workflow?
>
>  I've been searching through the archives and a couple of people said it was
>  possible, but no one said how.
>
>  ARS 7.0.1 patch 6
>
>  Thanks.
>
>  Mike
>
>
> 
>  ___
>  UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:
>  www.rmsportal.com ARSlist: "Where the Answers Are"
>
>  
> ___
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Re: Interview questions

[Thad K Esser]

"We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname' != 'DB.Fieldname' 
What's wrong with this?"

Its more complicated than it needs to be.   ('Fieldname' != 
'DB.Fieldname') by itself will give you the same results.

By the way, the discussion isn't TR versus DB values, but rather whether 
or not there is a need to use the TR values (DB values are useful).  My 
contention is that using TR values introduces unnecessary confusion and 
can cause unexpected results, without any benefit.

I'll drop the topic for now, but if anyone wants to continue the 
discussion off-list feel free to email me.

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



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

02/22/2008 08:27 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Interview questions






** 
Hello, Matt!

This TR-vs-DB discussion usually gives me a headache that only a few beers 
can cure, but I'll weigh-in, anyway (proving that I can't learn from 
history!).

Unless I misunderstood, Richard offered 

( 'TR.lesson_status' = "Completed") 

as an alternative to 

('DB.lesson_status' != "Completed" AND 'lesson_status' = "Completed")

Good point about the db search, but I'd add the obvious - using only the 
TR value exposes the Filter to workflow updates. If another Filter pushes 
"Completed" to the record, even though it's already populated with 
"Completed", the Filter will fire.

We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname' != 'DB.Fieldname'

What's wrong with this? And more to the point, what was wrong with David's 
original Run If:

( 'lesson_status' = "Completed" ) AND ( 'DB.lesson_status' != "Completed" 
)

I don't see where it would be a problem, either. ('Not sure I understood 
how API updates impact it).

Mike White
Office: 813-978-2192
E-mail: [EMAIL PROTECTED]
Carey Matthew Black <[EMAIL PROTECTED]>




Carey Matthew Black <[EMAIL PROTECTED]>
Sent by: "Action Request System discussion list(ARSList)" 
 
02/22/2008 10:52
Please respond to arslist


To: arslist@ARSLIST.ORG
cc: 
Subject: Re: Interview questions


Actually...

Run If qualifications (for Filters) do not cause "searches" to the DB.
( Which are the only context that the 'TR' vs 'DB' discussion makes
any sense in.) Run If's (for Filters and Active Links) are evaluated
by the ARS application (server or client) and not sent to the RDBMS.
However, Escalations Run If's are sent to the RDBMS as well as
Set/Push field qualifications.


Yes.. Yes... if you reference 'Field' or 'DB.Field' in a Filter Run If
then the record of interest for the transaction is fetched from the
DB. But that is based on 'Entry ID' (Field 1) and is the unique
clustered index on the form so that search is mute. It is the best
that the DB can do and the value of having the DB values at had
generally far out ways the cost of that trip to the RDMBS. (IMHO)

-- 
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 Fri, Feb 22, 2008 at 10:15 AM, McCabe, Richard A. (CMS/CTR)
<[EMAIL PROTECTED]> wrote:
> **
>
>
>
> The following statements would fire the same, but the first statement 
would
> be cleaner to read, and more efficient as it would not cause a full 
query of
> the table by causing the database to run a "not equal to" search 
bypassing
> your indexes. ( 'TR.lesson_status' = "Completed") vs. 
('DB.lesson_status' !=
> "Completed" AND 'lesson_status' = "Completed")
>
>
>
> Richard McCabe
>
>
>
>
> 
>
>
> From: Action Request System discussion list(ARSList)
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" 
html___ 

***IMPORTANT NOTICE: This communication, including any attachment, contains 
information that may be confidential or privileged, and is intended solely for 
the entity or individual to whom it is addressed.  If you are not the intended 
recipient, you should delete this message and are hereby notified that any 
disclosure, copying, or distribution of this message is strictly prohibited.  
Nothing in this email, including any attachment, is intended to be a legally 
binding signature.***

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"

Re: Setting the background color of a form with an active link

[LJ Longwing]

I would imagine it would be something like

PERFORM-ACTION-SET-PREFERENCE  ""
Sets the value of the field you specify in the User Preferences form. For
example, to set the value of the User Locale field to Japanese, enter the
following command:
PERFORM-ACTION-SET-PREFERENCE 20121 ja_JP
where 20121 is the field ID of the User Locale field and ja_JP is the value
that represents a Japanese locale.
To find the field ID:
1 Open the AR System User Preference form using BMC Remedy
Administrator.
2 Double-click the field in question to display the Field Properties dialog
box.
3 Click the Database tab. The field ID is displayed in the ID field.
To find the value or format of a user preference field:
1 Log in to a preference server using BMC Remedy User.
2 Choose Tools > Options. The Options window is displayed.
3 Specify a value for a user preference, and click OK.
4 Open the AR System User Preference form to see what format is used or
what value is stored in the corresponding

I got this from Page 213 of the Worflow Reference Guide for 7.1

I believe you can look in the preference record and find the defined color
for search/modify/submit windows, and set that preference...but this is just
a guess as I've never tried doing it. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mike Wallick
Sent: Friday, February 22, 2008 10:19 AM
To: arslist@ARSLIST.ORG
Subject: Setting the background color of a form with an active link

Anyone know if there's an equivalent of the run process action SET-RO-COLOR
to set the background color of a form using workflow?

I've been searching through the archives and a couple of people said it was
possible, but no one said how.

ARS 7.0.1 patch 6

Thanks.

Mike


___
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Re: "Splitting" an AR 6.x system....

[Rune Sorlid]

Hi.

Check if the default database administrator account ARAdmin with the
password AR#Admin# exists on the database that you restored.
If you specified another admin account when you installed the original
database you must create that one on the restored database.

But you should receive a login error in the arerror log if this is the
problem.

You can try to install the server(same patch-level) and select the Remote
option, and Upgrade option

/Rune





2008/2/22, Richard Copits <[EMAIL PROTECTED]>:
>
> **
>
> The ARSystem database was moved by using MS/SQL Server
>
> Enterprise Manager/Backup and Restore function.
>
>
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Nall, Roger
> *Sent:* Friday, February 22, 2008 11:00 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: "Splitting" an AR 6.x system
>
>
>
> **
>
> Richard,
>
>
>
> I think some detail as to how you moved the database would be helpful.
> Also, please don't forget you ARS and DB information.
>
>
>
> Thanks,
>
>
>
> Roger A. Nall
> Manager, OSSNMS Remedy
> T-Mobile, USA
> Desk: 813-348-2556
> Cell: 973-652-6723
> FAX: 813-348-2565
> sf49fanv AIM IM
> RogerNall Yahoo IM
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Richard Copits
> *Sent:* Friday, February 22, 2008 10:54 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* "Splitting" an AR 6.x system
>
>
>
> One of our Remedy folks has asked me if it's
>
> possible to do something that we thought
>
> would be easy, but seems not to be – maybe
>
> we're missing a step, or ???
>
>
>
> Our AR HelpDesk 6.x system is all housed on
>
> one server – with the SQL database instance
>
> on that server as well. We'd like to "split" off
>
> the SQL database and put it on another server,
>
> or leave the SQL instance where it is and move
>
> the AR stuff. But, when they tried changing the
>
> arconfig file it just caused the whole thing to
>
> hang. Is it possible to separate things this way,
>
> and if so are there directions/guidelines on
>
> what/how  they should be doing it?
>
>
>
> Thanks!.
>
>
>
>
>
>
>
> "I know not with what weapons World War III will
>
> be fought, but World War IV will be fought with
>
>  sticks and stones."
>
>
>
>Albert Einstein
>
>
>
>
>
> Portions of this message may be confidential under an exemption to Ohio's
> public records law or under a legal privilege. If you have received this
> message in error or due to an unauthorized transmission or interception,
> please delete all copies from your system without disclosing, copying, or
> transmitting this message.
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers
> Are" html___
>
>
> Portions of this message may be confidential under an exemption to Ohio's
> public records law or under a legal privilege. If you have received this
> message in error or due to an unauthorized transmission or interception,
> please delete all copies from your system without disclosing, copying, or
> transmitting this message.
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Setting the background color of a form with an active link

[Mike Wallick]

Anyone know if there's an equivalent of the run process action
SET-RO-COLOR to set the background color of a form using workflow?

I've been searching through the archives and a couple of people said
it was possible, but no one said how.

ARS 7.0.1 patch 6

Thanks.

Mike

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Re: Patching ITSM 7.0.3 question

[Rune Sorlid]

I Think my flight deck originally was 7.0.1...

/Rune


2008/2/22, Howard Richter <[EMAIL PROTECTED]>:
>
> ** That is the same error I am seeing and also on the FlightDeck. Is the
> flightdeck runing 7.0.2 or 7.0.3?
>
> Mine is 7.0.3.
>
> hbr
>
>
> On Fri, Feb 22, 2008 at 10:48 AM, Rune Sorlid <[EMAIL PROTECTED]> wrote:
>
> > ** Hi.
> >
> > I have updatet 2 ITSM(7.0.2)  dev servers on Windows, AR-Server 7.1without 
> > any problems, but when i tried to update my Flight Deck(VMWare VM -
> > Windows Server). The patch-up failed with an internal error. It wasnt able
> > to create a Application Summary.
> >
> >
> > /Rune Sorlid
> >
> >
> >
> > 2008/2/22, J.T. Shyman <[EMAIL PROTECTED]>:
> >
> > > **
> > >
> > > I patched a Linux VM running AR 7.1 Patch 1 with ITSM 7.0.2 unpatched
> > > to patch 7 to patch 7 and it worked great.
> > >
> > >
> > >
> > > J.T. Shyman
> > > Column Technologies
> > >
> > >
> > >  --
> > >
> > > *From:* Action Request System discussion list(ARSList) [mailto:
> > > [EMAIL PROTECTED] *On Behalf Of *Howard Richter
> > > *Sent:* Friday, February 22, 2008 9:53 AM
> > > *To:* arslist@ARSLIST.ORG
> > > *Subject:* Patching ITSM 7.0.3 question
> > >
> > >
> > >
> > > **
> > >
> > > Good morning all,
> > >
> > >
> > >
> > > Has anyone tried to patch a 7.0.3 itsm system with the new patch 7 and
> > > did it work?
> > >
> > > --
> > > Howard Richter
> > >
> > > (Will install ITSM 7 for food)
> > > ITIL Foundation Certified
> > > Red Hat Certified Technician
> > > CompTIA Linux+ Certified
> > > [EMAIL PROTECTED]
> > > Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward(2)
> > >
> > > __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___
> >
>
>
>
> --
> Howard Richter
> ITIL Foundation Certified
> Red Hat Certified Technician
> CompTIA Linux+ Certified
> [EMAIL PROTECTED]
> Resume = 
> http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward(2)__Platinum 
> Sponsor:
> www.rmsportal.com ARSlist: "Where the Answers Are" html___

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Re: Patching ITSM 7.0.3 question

[Howard Richter]

That is the same error I am seeing and also on the FlightDeck. Is the
flightdeck runing 7.0.2 or 7.0.3?

Mine is 7.0.3.

hbr

On Fri, Feb 22, 2008 at 10:48 AM, Rune Sorlid <[EMAIL PROTECTED]> wrote:

> ** Hi.
>
> I have updatet 2 ITSM(7.0.2)  dev servers on Windows, AR-Server 7.1without 
> any problems, but when i tried to update my Flight Deck(VMWare VM -
> Windows Server). The patch-up failed with an internal error. It wasnt able
> to create a Application Summary.
>
>
> /Rune Sorlid
>
>
>
> 2008/2/22, J.T. Shyman <[EMAIL PROTECTED]>:
>
> > **
> >
> > I patched a Linux VM running AR 7.1 Patch 1 with ITSM 7.0.2 unpatched to
> > patch 7 to patch 7 and it worked great.
> >
> >
> >
> > J.T. Shyman
> > Column Technologies
> >
> >
> >  --
> >
> > *From:* Action Request System discussion list(ARSList) [mailto:
> > [EMAIL PROTECTED] *On Behalf Of *Howard Richter
> > *Sent:* Friday, February 22, 2008 9:53 AM
> > *To:* arslist@ARSLIST.ORG
> > *Subject:* Patching ITSM 7.0.3 question
> >
> >
> >
> > **
> >
> > Good morning all,
> >
> >
> >
> > Has anyone tried to patch a 7.0.3 itsm system with the new patch 7 and
> > did it work?
> >
> > --
> > Howard Richter
> >
> > (Will install ITSM 7 for food)
> > ITIL Foundation Certified
> > Red Hat Certified Technician
> > CompTIA Linux+ Certified
> > [EMAIL PROTECTED]
> > Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward(2)
> >
> > __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___
>



-- 
Howard Richter
ITIL Foundation Certified
Red Hat Certified Technician
CompTIA Linux+ Certified
[EMAIL PROTECTED]
Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward(2)

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Re: OT - Possible Friday Humor from BMC's Knowledgebase

[Rick Cook]

Who, other than Doug, could have gotten away with such a submission?  If I
find out, I'll have to buy him/her a beverage next RUG.  We need more
lighthearted stuff in a serious world these days.

Rick

On Fri, Feb 22, 2008 at 8:38 AM, Warren Baltimore <[EMAIL PROTECTED]>
wrote:

> ** Not very professional
> BUT FUNNY AS HELL!!
>
>
> On 2/22/08, Lammey, Peter A. <[EMAIL PROTECTED]> wrote:
> >
> > **
> >
> > I was out on BMC's Knowledge website looking up knowledge regarding
> > table fields and their retrieving values from the a Table field column that
> > is linked to a Selection field (or drop down field).
> >
> > After the list of knowledge articles was returned I opened up one titled
> > "Can I query for the values in the column within a Table Field?".
> >
> > This is knowledge article KM-3274.  When you read this article
> > the author wrote the Solution in a very funny manner.  It seems like this
> > person must have read too many Dr. Seuss books or something.
> >
> > Take a look out on BMC's website at this Knowledge article where the
> > solution reads:
> >
> > "Query on Columns within a Table field". You can not do it in a box with
> > a fox, nor in a house with a mouse, or with a punk on a skunk. You can not
> > do it here or there you can not do it anywhere, you can not Query on a Table
> > you can not do it, you just arent able :)
> >
> > Thanks
> > Peter Lammey
> > ESPN MIT Technical Services & Applications Management
> > 860-766-4761
> > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > html___
>
>
>
>
> --
> Warren R. Baltimore II
> Remedy Developer
> UW Medicine IT Services
> School of Medicine
> University of Washington
> Box 358220
> 1325 Fourth Ave, Suite 2000
> Seattle, WA 98101
>
> The opinions expressed in this e-mail are in no way those of the
> University of Washington, or the State of Washington.  They are my own.
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: "Splitting" an AR 6.x system....

[Richard Copits]

The ARSystem database was moved by using MS/SQL Server 

Enterprise Manager/Backup and Restore function.

 

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Friday, February 22, 2008 11:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: "Splitting" an AR 6.x system

 

** 

Richard,

 

I think some detail as to how you moved the database would be helpful.
Also, please don't forget you ARS and DB information.

 

Thanks,

 

Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile, USA 
Desk: 813-348-2556 
Cell: 973-652-6723 
FAX: 813-348-2565 
sf49fanv AIM IM 
RogerNall Yahoo IM 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits
Sent: Friday, February 22, 2008 10:54 AM
To: arslist@ARSLIST.ORG
Subject: "Splitting" an AR 6.x system

 

One of our Remedy folks has asked me if it's 

possible to do something that we thought

would be easy, but seems not to be - maybe

we're missing a step, or ???

 

Our AR HelpDesk 6.x system is all housed on

one server - with the SQL database instance

on that server as well. We'd like to "split" off

the SQL database and put it on another server, 

or leave the SQL instance where it is and move

the AR stuff. But, when they tried changing the

arconfig file it just caused the whole thing to

hang. Is it possible to separate things this way,

and if so are there directions/guidelines on 

what/how  they should be doing it?

 

Thanks!.

 

 

 

"I know not with what weapons World War III will 

be fought, but World War IV will be fought with

 sticks and stones."

 

   Albert Einstein

 



Portions of this message may be confidential under an exemption to
Ohio's public records law or under a legal privilege. If you have
received this message in error or due to an unauthorized transmission or
interception, please delete all copies from your system without
disclosing, copying, or transmitting this message.

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



Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message.

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Re: OT - Possible Friday Humor from BMC's Knowledgebase

[Warren Baltimore]

Not very professional
BUT FUNNY AS HELL!!


On 2/22/08, Lammey, Peter A. <[EMAIL PROTECTED]> wrote:
>
> **
>
> I was out on BMC's Knowledge website looking up knowledge regarding table
> fields and their retrieving values from the a Table field column that is
> linked to a Selection field (or drop down field).
>
> After the list of knowledge articles was returned I opened up one titled
> "Can I query for the values in the column within a Table Field?".
>
> This is knowledge article KM-3274.  When you read this article the
> author wrote the Solution in a very funny manner.  It seems like this person
> must have read too many Dr. Seuss books or something.
>
> Take a look out on BMC's website at this Knowledge article where the
> solution reads:
>
> "Query on Columns within a Table field". You can not do it in a box with a
> fox, nor in a house with a mouse, or with a punk on a skunk. You can not do
> it here or there you can not do it anywhere, you can not Query on a Table
> you can not do it, you just arent able :)
>
> Thanks
> Peter Lammey
> ESPN MIT Technical Services & Applications Management
> 860-766-4761
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___




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

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

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Re: Interview questions

[Decou, Candace M]

Well that is refreshing William - thank you for sharing that.  I am once
again hopeful for someone like myself who doesn't spend 24/7 doting on
ARS complexities.
Thanks! 
 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Thursday, February 21, 2008 1:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: Interview questions


** 
For what it's worth
 
My favorite interview question "What do you do in your free time?".  I
then look for them to be passionate about SOMETHING else in their life.
I like people who are well rounded and have other interests.  I don't
even care if I find their particular pass time to be extremely
dangerous/stupid/boring/etc - it's none of my business.
 
What I do NOT want to hear is an answer that gives me the impression the
person does not get out and live life.
 
The only other immediate red flag for me (other than the obvious
racist/sexist/etc) is someone who has a negative attitude.  That stuff
is like cancer and can not be allowed around a professional setting.
We've all had days that go so poorly where we'd rather be back in bed by
9am - that's not unique.  What is unique is how you deal with it. 
 
One of my employees told me I was "mean" when I interviewed her because
I didn't ask her any of the questions she had prepared for :)
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Thad K Esser
Sent: Thursday, February 21, 2008 3:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Interview questions


** 
At best it overcomplicates your qualification: 
'TR.Field' != 'DB.Field' AND 'TR.Field' != $NULL$ 
vs. 
'Field' != 'DB.Field' 

At worst it will lead to incorrect results.  The 'TR.Field' notation
could have a value even if the field hasn't changed (via a push field).
And while you can build a qualification to take care of this, it gets
really hairy quickly, and isn't necessary. 

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



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

02/21/2008 11:18 AM 
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG 
cc
Subject
Re: Interview questions 






** 
Ok I'll take the bite. Why never? 


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


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

02/21/2008 01:30 PM 

Please respond to
arslist@ARSLIST.ORG

To
arslist@ARSLIST.ORG 
cc
Subject
Re: Interview questions 








** 
How about: 
   "What qualification would you use to detect if the value of a
field has changed?" 

Or: 
   "When is it appropriate to use a TR value in a qualification"? 
(Hint: NEVER) 

:-) 

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

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

02/19/2008 06:32 PM 

Please respond to
arslist@ARSLIST.ORG




To
arslist@ARSLIST.ORG 
cc
Subject
Re: Interview questions 











I always though questions pertaining to the three phases that filters
were processed in was a good question to ask.
Even if the interviewee did not know the answer  - exactly - it would
get them talking about push, set,notifications and messaging.


On Feb 19, 2008 6:31 PM, Doug Blair <[EMAIL PROTECTED]> wrote:
> Best interview question:
>
> What animal is on the cover of the O'Reilly X-Window System books?
>
> Only someone who has actually looked will know that this series has
solid
> color covers and no animals.
>
> What you're really looking for is some indication that the interviewee
is
> familiar with O'Reilly, and maybe (with luck) has one or two of them
in a
> storage locker somewhere, and has been around computing long enough to
> understand X. If they've mastered that, they understand operating
systems,
> and you can infer much from the conversation about which O'Reilly and
> Nutshell books are on their shelf. You can then have some fun talking
about
> the animals and pets  before resuming the interview  :-)
>
> Doug
>
>
>
> .. Original Message ...
> On Tue, 19 Feb 2008 13:12:48 -0500 "Kemes, Lisa"
> <[EMAIL PROTECTED]> wrote:
> >**
> >  I thought I was the only one!
> >
> >Lisa
> >
> >---
> >From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Mark Rushton
> >Sent: Tuesday, February 19, 2008 10:11 AM
> >To: a

Re: Interview questions

[Mike White]

Hello, Matt!

This TR-vs-DB discussion usually gives me a headache that only a few beers
can cure, but I'll weigh-in, anyway (proving that I can't learn from
history!).

Unless I misunderstood, Richard offered

( 'TR.lesson_status' = "Completed")

as an alternative to

('DB.lesson_status' != "Completed" AND 'lesson_status' = "Completed")

Good point about the db search, but I'd add the obvious - using only the TR
value exposes the Filter to workflow updates.  If another Filter pushes
"Completed" to the record, even though it's already populated with
"Completed", the Filter will fire.

We settled on 'TR.Fieldname != $NULL$ AND 'Fieldname' != 'DB.Fieldname'

What's wrong with this?  And more to the point, what was wrong with David's
original Run If:

( 'lesson_status' =  "Completed" ) AND ( 'DB.lesson_status' != "Completed"
)

I don't see where it would be a problem, either.  ('Not sure I understood
how API updates impact it).

Mike White
Office:  813-978-2192
E-mail:  [EMAIL PROTECTED]


   
  Carey Matthew
  BlackTo:   arslist@ARSLIST.ORG
  <[EMAIL PROTECTED]cc: 
  COM> Subject:  Re: Interview questions
  Sent by: "Action 
  Request System   
  discussion   
  list(ARSList)"   
  <[EMAIL PROTECTED]
  ORG> 
   
   
  02/22/2008 10:52 
  Please respond to
  arslist  
   
   




Actually...

Run If qualifications (for Filters) do not cause "searches" to the DB.
( Which are the only context that the 'TR' vs 'DB' discussion makes
any sense in.) Run If's (for Filters and Active Links) are evaluated
by the ARS application (server or client) and not sent to the RDBMS.
However, Escalations Run If's are sent to the RDBMS as well as
Set/Push field qualifications.


Yes.. Yes... if you reference 'Field' or 'DB.Field' in a Filter Run If
then the record of interest for the transaction is fetched from the
DB. But that is based on 'Entry ID' (Field 1) and is the unique
clustered index on the form so that search is mute. It is the best
that the DB can do and the value of having the DB values at had
generally far out ways the cost of that trip to the RDMBS. (IMHO)

--
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 Fri, Feb 22, 2008 at 10:15 AM, McCabe, Richard A. (CMS/CTR)
<[EMAIL PROTECTED]> wrote:
> **
>
>
>
> The following statements would fire the same, but the first statement
would
> be cleaner to read, and more efficient as it would not cause a full query
of
> the table by causing the database to run a "not equal to" search
bypassing
> your indexes. ( 'TR.lesson_status' = "Completed") vs. ('DB.lesson_status'
!=
> "Completed" AND 'lesson_status' = "Completed")
>
>
>
> Richard McCabe
>
>
>
>
>  
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of David Sanders
>  Sent: Thursday, February 21, 2008 6:51 PM
>
>
>  To: arslist@ARSLIST.ORG
>  Subject: Re: Interview questions
>
>
>
>
>
> So what's wrong with
>
>
>
> AND ( 'lesson_status' =  "Completed" ) AND ( 'DB.lesson_status' !=
> "Completed" )
>
>
>
> When do you expect that to fire when you don't want it to??
>
>
>
>
> David Sanders
>
> Remedy Solution Architect
>
> Enterprise Service Suite @ Work
>
> ==
>
> ARS List Award Winner 2005
>
> Best 3rd party Remedy Application
>
>
>
> See the ESS Concepts Guide
>
> tel +44 1494 468980
> mobile +44 7710 377761
> email [EMAIL PROTECTED]
> web http://www.westoverconsulting.co.uk

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Re: Email Error Log Question...

[Grooms, Frederick W]

Off the top of my head I see 2 different ways to do this
 
1 - Create 2 Filters
 Filter 1 sets a temp Display Only Integer field to the length of
the body
 Filter 2 (if the Length > 5000) uses the Notify action to either
send a message back to the sender or write to a log file (using the
Other mechanism)
 Filter 2 would also need to be in a Phase 1 action ( `! at the end
of the name)
 
2 - Only push the first 5000 characters into the Description of the
Incident (using the LEFT function in the push).  If you have an
attachment field you can also push the full inbound email (using the
Plain Text or RTF Attachment availabile on the AR System Email Messages
form) into an attachment on the ticket.
 
Fred
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierce, Amanda (TBS)
Sent: Friday, February 22, 2008 6:28 AM
To: arslist@ARSLIST.ORG
Subject: Email Error Log Question...


** 

All,

I have a process in place to where certain emails are forwarded to our
server email from another account. Based on the TO information, I have a
filter that picks up this email and creates an Incident. I am currently
setting the Body of the email into a description field that is 5000
characters long.

If by chance, the Body of the email is >5000 chr, the email engine
submits a record to the Email Error Log that says:

MessageType: 2

MessageNum: 306

MessageText: Value does not fall within the limits specified for the
field

AppendedText:  (Maximum length- 5000) : TTS:HlpDskTkt :
Description

Message will be deleted without logging in email messages form because
there is an error on submit.

 

And, obviously it deletes the Email record.

Is there any way for me to capture who the email was sent From, contents
of the email or anything so that I can at least send an email back to
them letting them know the incident was not submitted and they need to
shorten the email?

 

ARS 7.0.01 patch 002

Oracle 10gR2

 

Thank you!

Amanda



 

 
  

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Re: "Splitting" an AR 6.x system....

[Frank Caruso]

In short, though, it is possible to accomplish what you are trying to
do. My guess would be that most ARS installations out there are split.
ARS should not care where the database is as long as it can
communicate with it.

Do some simple tests before starting the database such as making sure
you can connect to the remote database from the ARS server? Turn on
SQL logging when you start ARS and see what it says.

Frank





On Fri, Feb 22, 2008 at 10:59 AM, Nall, Roger <[EMAIL PROTECTED]> wrote:
> **
>
>
>
> Richard,
>
>
>
> I think some detail as to how you moved the database would be helpful. Also,
> please don't forget you ARS and DB information.
>
>
>
> Thanks,
>
>
>
>
> Roger A. Nall
>  Manager, OSSNMS Remedy
>  T-Mobile, USA
>  Desk: 813-348-2556
>  Cell: 973-652-6723
>  FAX: 813-348-2565
>  sf49fanv AIM IM
>  RogerNall Yahoo IM
>
>  
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits
>  Sent: Friday, February 22, 2008 10:54 AM
>  To: arslist@ARSLIST.ORG
>  Subject: "Splitting" an AR 6.x system
>
>
>
>
>
> One of our Remedy folks has asked me if it's
>
> possible to do something that we thought
>
> would be easy, but seems not to be – maybe
>
> we're missing a step, or ???
>
>
>
> Our AR HelpDesk 6.x system is all housed on
>
> one server – with the SQL database instance
>
> on that server as well. We'd like to "split" off
>
> the SQL database and put it on another server,
>
> or leave the SQL instance where it is and move
>
> the AR stuff. But, when they tried changing the
>
> arconfig file it just caused the whole thing to
>
> hang. Is it possible to separate things this way,
>
> and if so are there directions/guidelines on
>
> what/how  they should be doing it?
>
>
>
> Thanks!.
>
>
>
>
>
>
>
> "I know not with what weapons World War III will
>
> be fought, but World War IV will be fought with
>
>  sticks and stones."
>
>
>
>Albert Einstein
>
>
>
>
>
>  Portions of this message may be confidential under an exemption to Ohio's
> public records law or under a legal privilege. If you have received this
> message in error or due to an unauthorized transmission or interception,
> please delete all copies from your system without disclosing, copying, or
> transmitting this message. __Platinum Sponsor: www.rmsportal.com ARSlist:
> "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com
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Re: "Splitting" an AR 6.x system....

[Nall, Roger]

Richard,

 

I think some detail as to how you moved the database would be helpful.
Also, please don't forget you ARS and DB information.

 

Thanks,

 

Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile, USA 
Desk: 813-348-2556 
Cell: 973-652-6723 
FAX: 813-348-2565 
sf49fanv AIM IM 
RogerNall Yahoo IM 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits
Sent: Friday, February 22, 2008 10:54 AM
To: arslist@ARSLIST.ORG
Subject: "Splitting" an AR 6.x system

 

One of our Remedy folks has asked me if it's 

possible to do something that we thought

would be easy, but seems not to be - maybe

we're missing a step, or ???

 

Our AR HelpDesk 6.x system is all housed on

one server - with the SQL database instance

on that server as well. We'd like to "split" off

the SQL database and put it on another server, 

or leave the SQL instance where it is and move

the AR stuff. But, when they tried changing the

arconfig file it just caused the whole thing to

hang. Is it possible to separate things this way,

and if so are there directions/guidelines on 

what/how  they should be doing it?

 

Thanks!.

 

 

 

"I know not with what weapons World War III will 

be fought, but World War IV will be fought with

 sticks and stones."

 

   Albert Einstein

 



Portions of this message may be confidential under an exemption to
Ohio's public records law or under a legal privilege. If you have
received this message in error or due to an unauthorized transmission or
interception, please delete all copies from your system without
disclosing, copying, or transmitting this message.

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

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"Splitting" an AR 6.x system....

[Richard Copits]

One of our Remedy folks has asked me if it's 

possible to do something that we thought

would be easy, but seems not to be - maybe

we're missing a step, or ???

 

Our AR HelpDesk 6.x system is all housed on

one server - with the SQL database instance

on that server as well. We'd like to "split" off

the SQL database and put it on another server, 

or leave the SQL instance where it is and move

the AR stuff. But, when they tried changing the

arconfig file it just caused the whole thing to

hang. Is it possible to separate things this way,

and if so are there directions/guidelines on 

what/how  they should be doing it?

 

Thanks!.

 

 

 

"I know not with what weapons World War III will 

be fought, but World War IV will be fought with

 sticks and stones."

 

   Albert Einstein

 



Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message.

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Re: Interview questions

[Carey Matthew Black]

Actually...

Run If qualifications (for Filters) do not cause "searches" to the DB.
( Which are the only context that the 'TR' vs 'DB' discussion makes
any sense in.) Run If's (for Filters and Active Links) are evaluated
by the ARS application (server or client) and not sent to the RDBMS.
However, Escalations Run If's are sent to the RDBMS as well as
Set/Push field qualifications.


Yes.. Yes... if you reference 'Field' or 'DB.Field' in a Filter Run If
then the record of interest for the transaction is fetched from the
DB. But that is based on 'Entry ID' (Field 1) and is the unique
clustered index on the form so that search is mute. It is the best
that the DB can do and the value of having the DB values at had
generally far out ways the cost of that trip to the RDMBS. (IMHO)

-- 
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 Fri, Feb 22, 2008 at 10:15 AM, McCabe, Richard A. (CMS/CTR)
<[EMAIL PROTECTED]> wrote:
> **
>
>
>
> The following statements would fire the same, but the first statement would
> be cleaner to read, and more efficient as it would not cause a full query of
> the table by causing the database to run a "not equal to" search bypassing
> your indexes. ( 'TR.lesson_status' = "Completed") vs. ('DB.lesson_status' !=
> "Completed" AND 'lesson_status' = "Completed")
>
>
>
> Richard McCabe
>
>
>
>
>  
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of David Sanders
>  Sent: Thursday, February 21, 2008 6:51 PM
>
>
>  To: arslist@ARSLIST.ORG
>  Subject: Re: Interview questions
>
>
>
>
>
> So what's wrong with
>
>
>
> AND ( 'lesson_status' =  "Completed" ) AND ( 'DB.lesson_status' !=
> "Completed" )
>
>
>
> When do you expect that to fire when you don't want it to??
>
>
>
>
> David Sanders
>
> Remedy Solution Architect
>
> Enterprise Service Suite @ Work
>
> ==
>
> ARS List Award Winner 2005
>
> Best 3rd party Remedy Application
>
>
>
> See the ESS Concepts Guide
>
> tel +44 1494 468980
> mobile +44 7710 377761
> email [EMAIL PROTECTED]
> web http://www.westoverconsulting.co.uk

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Re: Patching ITSM 7.0.3 question

[Rune Sorlid]

Hi.

I have updatet 2 ITSM(7.0.2)  dev servers on Windows, AR-Server 7.1 without
any problems, but when i tried to update my Flight Deck(VMWare VM - Windows
Server). The patch-up failed with an internal error. It wasnt able to create
a Application Summary.


/Rune Sorlid



2008/2/22, J.T. Shyman <[EMAIL PROTECTED]>:
>
> **
>
> I patched a Linux VM running AR 7.1 Patch 1 with ITSM 7.0.2 unpatched to
> patch 7 to patch 7 and it worked great.
>
>
>
> J.T. Shyman
> Column Technologies
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Howard Richter
> *Sent:* Friday, February 22, 2008 9:53 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Patching ITSM 7.0.3 question
>
>
>
> **
>
> Good morning all,
>
>
>
> Has anyone tried to patch a 7.0.3 itsm system with the new patch 7 and did
> it work?
>
> --
> Howard Richter
>
> (Will install ITSM 7 for food)
> ITIL Foundation Certified
> Red Hat Certified Technician
> CompTIA Linux+ Certified
> [EMAIL PROTECTED]
> Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward(2)
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
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> html___
>

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Re: Patching ITSM 7.0.3 question

[Howard Richter]

Thanks, it might be an issue on 7.0.3 (win on a 7.1 server). I keep getting
"An internal error has caused the installer not to complee successfully".

hbr

On Fri, Feb 22, 2008 at 10:07 AM, J.T. Shyman <[EMAIL PROTECTED]> wrote:

> **
>
> I patched a Linux VM running AR 7.1 Patch 1 with ITSM 7.0.2 unpatched to
> patch 7 to patch 7 and it worked great.
>
>
>
> J.T. Shyman
> Column Technologies
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Howard Richter
> *Sent:* Friday, February 22, 2008 9:53 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Patching ITSM 7.0.3 question
>
>
>
> **
>
> Good morning all,
>
>
>
> Has anyone tried to patch a 7.0.3 itsm system with the new patch 7 and did
> it work?
>
> --
> Howard Richter
>
> (Will install ITSM 7 for food)
> ITIL Foundation Certified
> Red Hat Certified Technician
> CompTIA Linux+ Certified
> [EMAIL PROTECTED]
> Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward(2)
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___




-- 
Howard Richter
ITIL Foundation Certified
Red Hat Certified Technician
CompTIA Linux+ Certified
[EMAIL PROTECTED]
Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward(2)

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Re: Interview questions

[Pargeter, Christie]

That is a really good question.


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of David Sanders
Sent: Thursday, February 21, 2008 3:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: Interview questions

**
So what's wrong with

AND ( 'lesson_status' =  "Completed" ) AND ( 'DB.lesson_status' !=  "Completed" 
)

When do you expect that to fire when you don't want it to??

David Sanders
Remedy Solution Architect
Enterprise Service Suite @ Work
==
ARS List Award Winner 2005
Best 3rd party Remedy Application

See the ESS Concepts 
Guide

tel +44 1494 468980
mobile +44 7710 377761
email [EMAIL PROTECTED]

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


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Pargeter, Christie
Sent: Thursday, February 21, 2008 10:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: Interview questions

Because an API we have can write to this record multiple times...but we only 
want the workflow to go off the first time lesson_status is changed.


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Thad K Esser
Sent: Thursday, February 21, 2008 1:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Interview questions
**
How is using 'TR.lesson_status' better than just 'lesson_status'?

Thad Esser
Remedy Developer
Work: 503-220-6192
"Perfection is achieved, not when there is nothing more to add, but when there 
is nothing left to take away." - Antoine de Saint-Exupéry


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

02/21/2008 01:23 PM
Please respond to
arslist@ARSLIST.ORG


To

arslist@ARSLIST.ORG

cc



Subject

Re: Interview questions










Here is a piece of workflow that I have in my system today that uses TR and it 
should.

( 'RecordUploadStatus' = "Uploaded") AND ( 'Emp_EntryID' !=  $NULL$ ) AND ( 
'ClassNameID' !=  $NULL$ ) AND ( 'TR.lesson_status' =  "Completed" ) AND ( 
'DB.lesson_status' !=  "Completed" )

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of arslist
Sent: Thursday, February 21, 2008 1:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: Interview questions

I think questions about:

1) Field Ids
2) Workflow naming
3) How do you document what you have done
  (and this is a biggy, the WHY stuff was done is usually left out)

The responses to those 3 open ended questions tell you alot.

I had one senior person tell me recently that he didn't think there was any 
reason to choose your own field ids for a custom module (on a system with the 
ITSM6 suite).

Didn't get a chance to show him how much workflow I had been able to borrow 
from ITSM6 for the custom module by using the same field ids for the standard 
fields and then just copying the workflow with new naming (so changes for the 
ITSM module, or BMC patches would not affect the workflow that I borrowed).

... Daniel

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Tim Widowfield
Sent: February 21, 2008 3:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Interview questions

Well, I can only speak for myself, but I normally use the TR. prefix, just so 
you can look at the qualification at a glance and understand what it means.  It 
reminds me of C and Java programmers who omit braces when they aren't 
necessary.  Sure, it's legal, but is it more readable?  Too often we forget 
that code may be written once, but read hundreds of times (e.g., by beleaguered 
maintenance programmers at 3:00 AM).

I'd much rather argue over whether you should ever let the admin tool pick your 
field IDs and whether workflow names should be meaningful rather than over 
syntactic sugar.

--Tim

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Nothing in this email, including any attachment, is intended to be a legally 
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Re: 4.5 Docs

[LJ Longwing]

Misi,
Thank you for your response...this has given my team a direction that they
can take that won't force them to upgrade DB, and App server just to get SOX
compliant on PW management. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Misi Mladoniczky
Sent: Tuesday, February 19, 2008 12:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: 4.5 Docs

Hi L.J.,

The server will not look in the /etc/password file, but rather use the OS to
verify the password and user name. If the username is recognized as a
unix-user, and you can set up Solaris to verify the password against LDAP,
you will have no need of writing an AREA-plugin.

There is an AREA-LDAP-plugin sample shipped in some versions of the AR
System. This was a couple of versions before the LDAP-integration became
supported.

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

> Thank you Tim Powell for the copy, much appreciated.  Now for the real 
> question.  I have a 4.5.2 server that for various reasons, can't be 
> upgraded.  We are looking to enable LDAP authentication.  This is on 
> Solaris.  Looking at the docs it says if you do xref blank password it 
> will look in /etc/passwd file.  When I look at the Programmers Guide 
> it says that AREA is supported, you just need to write it yourself.  
> My question is this.  If I enable LDAP authentication on my Solaris 
> server, will that cause the remedy system to be LDAP enabled, or do I 
> need to write (as the programming guide suggests) my own API program 
> to do this for me.  That being said, does anyone have a 4.5.2 AREA 
> program they would be willing to share?
>
> On Mon, Feb 18, 2008 at 8:17 AM, LJ LongWing <[EMAIL PROTECTED]>
> wrote:
>
>> hey all...I'm wondering if anyone would have a full set of 
>> 4.xdocumentation laying around that you might be able to send 
>> me/provide via ftp
>>
>
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
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>
> --
> This message was scanned by ESVA and is believed to be clean.
>
>


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Re: Interview questions

[McCabe, Richard A. (CMS/CTR)]

The following statements would fire the same, but the first statement would be 
cleaner to read, and more efficient as it would not cause a full query of the 
table by causing the database to run a "not equal to" search bypassing your 
indexes. ( 'TR.lesson_status' = "Completed") vs. ('DB.lesson_status' != 
"Completed" AND 'lesson_status' = "Completed")

 

Richard McCabe

 



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of David Sanders
Sent: Thursday, February 21, 2008 6:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: Interview questions

 

So what's wrong with 

 

AND ( 'lesson_status' =  "Completed" ) AND ( 'DB.lesson_status' !=  "Completed" 
)

 

When do you expect that to fire when you don't want it to??

 

David Sanders

Remedy Solution Architect

Enterprise Service Suite @ Work

==

ARS List Award Winner 2005

Best 3rd party Remedy Application

 

See the ESS Concepts Guide 
 

 

tel +44 1494 468980

mobile +44 7710 377761

email [EMAIL PROTECTED]

 

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

 



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Pargeter, Christie
Sent: Thursday, February 21, 2008 10:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: Interview questions

 

Because an API we have can write to this record multiple times...but we only 
want the workflow to go off the first time lesson_status is changed.

 



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Thad K Esser
Sent: Thursday, February 21, 2008 1:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Interview questions

** 
How is using 'TR.lesson_status' better than just 'lesson_status'? 

Thad Esser
Remedy Developer
Work: 503-220-6192
"Perfection is achieved, not when there is nothing more to add, but when there 
is nothing left to take away." - Antoine de Saint-Exupéry 



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

02/21/2008 01:23 PM 

Please respond to
arslist@ARSLIST.ORG

To

arslist@ARSLIST.ORG 

cc

 

Subject

Re: Interview questions

 

 

 




Here is a piece of workflow that I have in my system today that uses TR and it 
should.

( 'RecordUploadStatus' = "Uploaded") AND ( 'Emp_EntryID' !=  $NULL$ ) AND ( 
'ClassNameID' !=  $NULL$ ) AND ( 'TR.lesson_status' =  "Completed" ) AND ( 
'DB.lesson_status' !=  "Completed" )




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OT - Possible Friday Humor from BMC's Knowledgebase

[Lammey, Peter A.]

I was out on BMC's Knowledge website looking up knowledge regarding
table fields and their retrieving values from the a Table field column
that is linked to a Selection field (or drop down field).

After the list of knowledge articles was returned I opened up one titled
"Can I query for the values in the column within a Table Field?".
This is knowledge article KM-3274.  When you read this article
the author wrote the Solution in a very funny manner.  It seems like
this person must have read too many Dr. Seuss books or something.

Take a look out on BMC's website at this Knowledge article where the
solution reads:

"Query on Columns within a Table field". You can not do it in a box with
a fox, nor in a house with a mouse, or with a punk on a skunk. You can
not do it here or there you can not do it anywhere, you can not Query on
a Table you can not do it, you just arent able :)

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


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Re: Patching ITSM 7.0.3 question

[J.T. Shyman]

I patched a Linux VM running AR 7.1 Patch 1 with ITSM 7.0.2 unpatched to
patch 7 to patch 7 and it worked great.

 

J.T. Shyman 
Column Technologies 

  

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter
Sent: Friday, February 22, 2008 9:53 AM
To: arslist@ARSLIST.ORG
Subject: Patching ITSM 7.0.3 question

 

** 

Good morning all,

 

Has anyone tried to patch a 7.0.3 itsm system with the new patch 7 and did
it work?

-- 
Howard Richter

(Will install ITSM 7 for food)
ITIL Foundation Certified
Red Hat Certified Technician
CompTIA Linux+ Certified
[EMAIL PROTECTED]
Resume =  
http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward(2)

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html___ 


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Patching ITSM 7.0.3 question

[Howard Richter]

Good morning all,

Has anyone tried to patch a 7.0.3 itsm system with the new patch 7 and did
it work?

-- 
Howard Richter
(Will install ITSM 7 for food)
ITIL Foundation Certified
Red Hat Certified Technician
CompTIA Linux+ Certified
[EMAIL PROTECTED]
Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward(2)

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Re: Escalation Time Control

[Carey Matthew Black]

Mark,

I prefer the approach that the data rules them all.

I would suggest that if you do not yet have a date/time field in the
record that is for 'Notify At' that is set via workflow at
Submit/Modify that you start there. Then the "variable" is in the
workflow, which can also be data driven.

That way your Escalation simply has to "fire often enough" to send out
the batch runs. (one a month, day, week, hour, etc..) It would compare
"now" (TIMESTAMP) with the 'Notify At'  field. If  now >= 'Notify At'
then touch the record (set field action) and have workflow(filters) on
the record send the notification and set/reset the 'Notify At'  field
as the specs require.

-- 
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 Fri, Feb 22, 2008 at 7:47 AM, Mark Milke <[EMAIL PROTECTED]> wrote:
> Hi Listers,
>
>  I need to check a date field in form and notify users x weeks before
>  that date is reached.
>  The x should be configurable. Currently it's 3 weeks, but we want to
>  be able to change it to a different value.
>
>  What is the most elegant solution for that?
>
>
>  Regards
>
>  Mark
>
>  
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Re: "ARUser License Monitoring"

[Misi Mladoniczky]

Hi Ivanov,

If you create an autmatic solution to move users around, you are getting
very close to the limits allowed by the license agreement.

Users are logged out after a certain timeout in the user log anyway, so
the benefits on checking last-access-time through the API is not that
great.

For our paying customers, we have a RRR|LicenseMonitor that uses this API
to see when users actually use their licenses. Unfortunately there are
bugs releated to the API that sometimes give inaccurate "last access time"
and the attribute for "last access time" per application is allways
NULL...

When you use the API, you will sometimes miss the actual peak when users
are unable to login. There is also another problem that you can not see if
a user has received a FLOAT-READ because he has not yet done anything, or
the WRITE-tokens are all in use (or reserved to a group).

The algorithm we use is based on moving the users around every month or
so, based on long term usage statistics from the user log. This has beaten
anything else I have seen (that does not break the license agreement with
BMC).

Please contact me off list if you have problem accessing our tools. There
should be no such problem!

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

Products from RRR Scandinavia:
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
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> **
> Hi, Misi and David
> I'm registered on RRR, but can not get "The free test-version" download.
> If i understand it right, in "RRR-license" application, "license
> utilization is analyzed using the ARS user logging facility", and it's a
> "get-loose-license" or "login" monitoring.
> I'm talking about "get-use-license-in-last-two-minutes", which tells how
> often the license actually being used during the user-login-time.
> And not only individual user, but Support Group, or
> Region/Site/Department.
> http://winbeing.bravehost.com/userlicenses.html
> My idea is to create Dynamic Change License Application (DYCH)
> (to generate Request for Approval based on Actual ARLicense Usage
> History).
> For that i can escalate records with minimum-Fixed or maximum-Floating
> usage history to create Change Request for Approval and notify Admin, or
> just automatically change License Type.
> Best regards and thank you,
> ii
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Re: 7.1 Patch 001 upgrade issue

[Marc Burick]

Starr,
We ran into the same problem upgrading from 6.3 to 7.1. The problem was as
Russ suggested, you have a duplicate Login Name in the user_cache table,
not User. Run SQL to search for the duplicate and remove through SQL.
Afterwards, you may need to run arcache as it seems deleting the duplicate
record corrupted user_cache.

Once we went through this process, the install proceeded. We have added
several fields to the User form so this isn't the problem. Also, be sure
that the schemaid on control is set to +1 greater than the last schemaid on
arschema. 7.1 will install new forms.

HTH

Marc


   
 "Perkins, Starr"  
 <[EMAIL PROTECTED] 
 N.COM> To 
   arslist@ARSLIST.ORG 
 Sent by: "Action   cc 
 Request System
 discussionSubject 
 list(ARSList)"Re: 7.1 Patch 001 upgrade issue 
 <[EMAIL PROTECTED] 
 ORG>  
   
   
   
 Thu 02/21/2008
 06:29 PM  
   
   
 Please respond to 
 [EMAIL PROTECTED] 
RG 
   
   



Hi Russ,
  Thanks for the suggestion but in our case it isn't the issue. We do
not have any duplicate user names. (ran the command just to be
absolutely sure) Per BMC support this issue occurred because we had
added fields to the user form. I'll post again when we have decided what
path we will take to resolve the issue.

Thanks Again,
Starr Perkins
VeriSign, Inc.
[EMAIL PROTECTED]


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Russ Grant
Sent: Friday, February 15, 2008 9:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.1 Patch 001 upgrade issue

Starr,
I believe the reason you are getting the unique index error is that you
have duplicate user names in the user name form - which will prevent the
new user form from being imported (since Remedy added a unique index to
the user form on the Login Name field). You can run the query below in a
query analyzer to identify the duplicates. In my case the upgraded
errored out and rolled back to ARS 6.3, I was able to clean up the
duplicates using the RUT, start the upgrade over and went forward with a
clean install.

HTH

Russ


select username, count(username) from user_cache group by username
having count(username)>1




Date: Thu, 14 Feb 2008 12:59:21 -0500
From: [EMAIL PROTECTED]
Subject: 7.1 Patch 001 upgrade issue
To: arslist@ARSLIST.ORG

**
Hello list,
  I attempted to upgrade my server version 7.1.00 Build
001RTDB280865278520200710272157 to 7.1.00 Patch 001 200711161033.
Everything looked great - no issues during install. But much to my
surprise I now have no user or group form. The install did not error. If
I try to import either form from a back up I get a unique index. A look
at the DB shows that the tables still exist and have the expected data
in them.  I would really like to avoid rebuilding this server from
scratch again. Any suggestions? Has anyone else run into any issue with
this upgrade? I have opened a case with BMC but fear they will just
recommend that I rebuild since this same thing happened between my 7.1
to Server Version 7.1.00 Build 001 RTDB280865278520200710272157 upgrade
and in the end we started over.

Server Details:
Server Version:
7.1.00 Patch 001 200711161033
Hardware: i686
OS: Linux 2.6.9-55.ELsmp
Database: Oracle - installed on a remote server
DB Version: 10.2.0.2.0 - 64bi


TIA,
Starr Perkins
VeriSign, Inc.
[EMAIL PROTECTED]
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Re: Changing Company Name on 7.0.01

[Misi Mladoniczky]

Hi,

I have a free command line tool called RRR|LoginConv. This was designed to
convert one or more login-name to another throughout the database.

It can be used for any type of conversion.

You specify a maximum size for the fields to be checked, as well as a
conversion list such as:
Joe's Computers = Joseph's Computers

If any field contains an exact match for the source field data, it will be
merged back with the new name. This will ensure that no modify-date etc is
triggered.

The tool will warn for any merge-filters that may damage your data.

https://www.rrr.se/cgi/tools/main#rrrLoginConv

It will take some time to run, but will only "merge" those actual columns
that need change.

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

Products from RRR Scandinavia:
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
* RRR|Translator - Manage and automate your language translations.
Find these products, and many free tools and utilities, at http://rrr.se.

> Hello All,
> I am getting several requests to change the Company field in version
> 7.0.01
> Ex. Joe's Computers is now changing it's name to Joseph's Computers.
>
>
>
> Field ID 11.
> When I search this field ID in ARutilities, it returns 417 references to
> that field.
>
> Has anyone come up with a way to change Company name and ensure it is
> propogated throughout the database?
>
> Other than a monster SQL script to update the field in all locations, I
> don't think this is possible.
> My current answer to this question is: Set Joe's computers to "Obsolete"
> and
> recreate as "Joseph's Computers".
> But then we lost historical reporting data, etc.
>
> Has anyone else encountered this? I just thought we couldn't possibly be
> the
> only company who has dealt with this situation.
>
> 7.0.01 Unpatched
> SQL Server 2005
>
> Thanks,
>
> Jase
>
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>
> --
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>
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Re: Check within workflow for users licence type / state

[Albert Bihler]

Hi Matthew,

you are right. Submiter field is already filled with the user's name. 
All I forgot was to give write access to submiter on the affected 
fields. Everything works perfect now.


Kind regards,
Albert

Gayford, Matthew C. schrieb:

That's exactly what I did on our system to update the user preferences
form - it is created by the user and therefore the user can modify it
with a read license.

Matt

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



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tanner, Doug
Sent: Thursday, February 21, 2008 11:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: Check within workflow for users licence type / state

Why not take advantage of Submitter Locked mode, assuring the $USER$ is
the one that submitted the User preference form (Default-OTB) then they
will be able to modify (their own record) with just a read license

Doug

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Albert Bihler
Sent: Thursday, February 21, 2008 11:14 AM
To: arslist@ARSLIST.ORG
Subject: Check within workflow for users licence type / state

Hi list,

is there a way to check using workflow whether the user that
is running the workflow has currently a read, read (floting) or
write (floating) license?

Whenever a user leaves our main form we write some field
values to a user preferences form (on window close). This
works fine as long as the user has got a proper license. However
if the user only has a read token it fails with ARERR [8932]
"You do not have write license"

Possible solutions that are coming to my mind are:
- Do a direct sql instead of a push-field action. This is not nice
  because we are talking of about 50 fields and I think this could
  violate the license agreement.
- Push values to a new form and create always a new record there
  Then let an escalation push the values to the users properties
  form. Not nice because a lot of workflow and there is a time delay
  because of the escalation.
- check for the users license and only save the fields when he has
  a write token. Not nice either.

Any suggestions?

ARS 7.0.1
Solaris 10
Oracle 10gR2

Kind regards,
Albert


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Escalation Time Control

[Mark Milke]

Hi Listers,

I need to check a date field in form and notify users x weeks before
that date is reached.
The x should be configurable. Currently it's 3 weeks, but we want to
be able to change it to a different value.

What is the most elegant solution for that?


Regards

Mark

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Re: Parsing HTML Inbound Emails

[Misi Mladoniczky]

Hi,

I wrote a simple HTML -> Text in C + ARFLTRAPI some time ago. I moved the
converted Text from the HTML to the Text-field if the Text-field was
empty. This should make it possible for you to use your old workflow and
make use of the original Text field regardless of how it is populated.

If you want code or a compiled plugin, contact me off list. It is only 150
lines of c-code.

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

> Julie,
>
> That's a fine thought, but this is an update to the notes (Detailed
> Description) field on the hpd:worklog.  I don't want to create a separate
> field that users needs to check.  Even if I hide/unhide fields through
> workflow its a bit messy not to mention I have many reports that display
> the contains of the worklog that would be broken by such a change.  So
> good idea, but I don't think its going to work in this instance.
>
> Ben Cantatore
> Remedy Administrator
> Avon
> (914) 935-2946
>
>
>
> Julie Rockwood <[EMAIL PROTECTED]>
> Sent by: "Action Request System discussion list(ARSList)"
> 
> 02/21/2008 01:29 PM
> Please respond to
> arslist@ARSLIST.ORG
>
>
> To
> arslist@ARSLIST.ORG
> cc
>
> Subject
> Re: Parsing HTML Inbound Emails
>
>
>
>
>
>
> **
> Ben,
> The Remedy way would be to put it in a view field.
> Julie
>
>
> At 11:17 AM 2/21/2008, you wrote:
> **
> Neel,
>
> I was trying to figure this out using Remedy, but I think that your
> suggestion is really the best way to go with this.  Thanks for the advice.
>
>
> Ben Cantatore
> Remedy Administrator
> Avon
> (914) 935-2946
>
>
> Neel Guatam <[EMAIL PROTECTED]>
> Sent by: "Action Request System discussion list(ARSList)"
> 
>
> 02/21/2008 12:52 PM
> Please respond to
> arslist@ARSLIST.ORG
>
> To
> arslist@ARSLIST.ORG
> cc
> Subject
> Re: Parsing HTML Inbound Emails
>
>
>
>
> **
> Ben,
>
> Always convert HTML à Plain Text on Submit and then you won?t have to
> worry about parsing HTML. There are many HTML à Plain Text 3rd party tools
> out there that you can use. Using API calls, you can feed the HTML to
> these tools using Run Process action and save the result back to Plain
> Text field for the same record using EmailID/Unique ID.
>
> Hope this helps,
>
> Neel Gautam
> Accenture - Chicago Delivery Centre
>
>
> Core Values:Stewardship · Best People · Client Value Creation · One
> Global Network · Respect for the Individual · Integrity
>
>
>
>
> From: Action Request System discussion list(ARSList) [
> mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore
> Sent: Thursday, February 21, 2008 11:29 AM
> To: arslist@ARSLIST.ORG
> Subject: Parsing HTML Inbound Emails
>
> **
> Hi all,
>
> I have ITSM 7.0.2 patch 3 running on ARServer 7.0.01 patch 3 on a
> Linux/Oracle environment.  I've written custom code to take inbound emails
> and based on the subject line push them to the worklog of whatever ticket
> needs to be updated.  This all works fine and has been in production since
> we went live.   Up until now the majority of updates has come from our
> Lotus Notes clients.  We added a new group of users that are using Inotes
> that causes the email to come in HTML format.  I can easily amend my code
> to push over the HTML field rather than the plain text bases on whichever
> is not null, the problem is that the HTML pushes over like this:
>
>  size=2>test again color=#990099>-Remedy <[EMAIL PROTECTED]> wrote:
> -To: [EMAIL PROTECTED]From: Remedy
> <[EMAIL PROTECTED]>Date: 02/21/2008 03:03PMSubject:
> INC00152336Test emailEmail Attachment :
> 
>
> Anyone have any suggestions of how to best parse out just the text?
>
> TIA
>
> Ben Cantatore
> Remedy Administrator
> Avon
> (914) 935-2946 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the
> Answers Are" html___
>
> This message is for the designated recipient only and may contain
> privileged, proprietary, or otherwise private information. If you have
> received it in error, please notify the sender immediately and delete the
> original. Any other use of the email by you is prohibited.
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> ---
> Julie Rockwood
> Los Alamos National Laboratory
> IST-APPS3
> (505) 667-9846
>
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Email Error Log Question...

[Pierce, Amanda (TBS)]

All,

I have a process in place to where certain emails are forwarded to our
server email from another account. Based on the TO information, I have a
filter that picks up this email and creates an Incident. I am currently
setting the Body of the email into a description field that is 5000
characters long.

If by chance, the Body of the email is >5000 chr, the email engine
submits a record to the Email Error Log that says:

MessageType: 2

MessageNum: 306

MessageText: Value does not fall within the limits specified for the
field

AppendedText:  (Maximum length- 5000) : TTS:HlpDskTkt :
Description

Message will be deleted without logging in email messages form because
there is an error on submit.

 

And, obviously it deletes the Email record.

Is there any way for me to capture who the email was sent From, contents
of the email or anything so that I can at least send an email back to
them letting them know the incident was not submitted and they need to
shorten the email?

 

ARS 7.0.01 patch 002

Oracle 10gR2

 

Thank you!

Amanda



 


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