Asset Auditing in 7.0.1 showing wrong user

[J.T. Shyman]

In ARS 7.0.1 with CMDB 2.0.1 Patch 3 there is a bug, verified by BMC
(SW00271109) where the creator of an asset appears in the asset audit as the
user making any subsequent changes to that asset even if another user
actually made the changes.

 

This is fixed in CMDB 2.1 but ARS 7.1 is required for CMDB 2.1 and that is
too much of an upgrade to consider at this time. 

 

Has anyone seen this issue and come up with a solution for it other than
upgrading to CMDB 2.1?

 

--- J.T. Shyman

 

 


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Integrating with IBM MQ JMS

[Ravi]

Hi: does Remedy support integration with IBM MQ JMS to listen and send 
messages? I looked at the API documents and did not see any references 
to it. Or do I have to build java code outside of Remedy and use the 
Remedy's JAVA API to send and receive data to Remedy? Any pointers to 
some doc would be helpful.


Thanks
Ravi

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Re: Question: Change Statuses - ITSM 7.0 (patch 6)

[T. Dee]

I have the Approvals for certain Change Types setup, however, don't
have any Approvals for the Change Types that do not require approval.
Do you still have to setup Approvals for Change Types that do nto
require approvals?

Thanks.

On 3/4/08, Roger Justice <[EMAIL PROTECTED]> wrote:
> ** You will need to set up aan approval process that will allow this to
> occur with a qualification such as Timing = no impact.
>
>
>
> -Original Message-
> From: T. Dee <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Tue, 4 Mar 2008 5:08 pm
> Subject: Question: Change Statuses - ITSM 7.0 (patch 6)
>
> I am have setup certain "Change Types" to require Approvals - this
works
> fine. I have setup other "Change Types" NOT to require
Approvals - this
> works fine.

The problem I am having is that for "Change Types" that do NOT
> require
Approvals are force to go through every Status.

The system will not
> let me go from Draft to Scheduled for Review. I
do not want to break the
> Statuses for the "Change Types" that require
Approvals.

Any help would be
> greatly
> appreciated!

Thanks!

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RES: Editing closed incidents

[Tadeu Augusto Dutra Pinto]

Hi,
 
You can also create Active Links that use a "Change Field" Action to deny that 
determined users / groups cannot modify determined fields or even forms...
 
 
Att.
Tadeu Augusto Dutra Pinto
-
IT Web Services ATM 
Cinq Technologies
http://www.cinq.com.br 
[EMAIL PROTECTED]  
Fone: 41 3018-2833 - Cinq
Fone: 41 2107-5736 - HSBC Outsourcing
-
Confiabilidade, Inovação e Qualidade em T.I.
 
 


De: Action Request System discussion list(ARSList) em nome de Joel Sender
Enviada: qua 5/3/2008 00:15
Para: arslist@ARSLIST.ORG
Assunto: Re: Editing closed incidents


 
** 

This is ARS, of course there's a way!

 

Build a filter that runs on MODIFY and checks the Status (and $GROUP$ if some 
groups CAN modify)

which issues an error message (i.e. "You can't change this!").

 

Be sure to name your filter in a way that separates it from the OOB filters, so 
you can keep it after an upgrade.

 

HTH,

Joel

*

Joel D. Sender

Director of Western Operations

QMX Support Services, Inc.

[EMAIL PROTECTED]

 

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of SUBSCRIBE arslist Melissa
Sent: Tuesday, March 04, 2008 3:34 PM
To: arslist@ARSLIST.ORG
Subject: Editing closed incidents

 

** 
Is there an easy way to stop the average user from editing an incident once the 
incident status is closed? 

ARS 7.01 
ITSM 7.02 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers 
Are" html___

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Re: Implementing SSL on Tomcat on Windows servers

[Carey Matthew Black]

Christopher,

"Today support had me install 5.5.26 to solve some problems with the
7.1.00.002 mid-tier, "

Can you be more specific about what was fixed by this combination of versions?
 (any ARS Bug ID's that you can point me at?)

-- 
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 Tue, Mar 4, 2008 at 8:50 PM, strauss <[EMAIL PROTECTED]> wrote:
> GeoTrust finally came up with a kb article just last week that solves
>  the problem where you have a certificate for your IIS server but want to
>  run mid-tier on tomcat/catalina instead of IIS, and need to move the
>  certificate over.  This may help some of you, too.
>
>  https://knowledge.geotrust.com/support/knowledge-base/index?page=content
>  &id=S:SO8019&actp=search&searchid=1204671504729
>
>  Now if I could just figure out how to get tomcat 5.5.26 to recognize the
>  code block where you turn on SSL in the config.xml file - it works in
>  5.5.17 and 5.5.20, but not .26.  Today support had me install 5.5.26 to
>  solve some problems with the 7.1.00.002 mid-tier, and the only thing
>  that didn't get better was the ability to implement SSL.  This code
>  block works on 5.5.17 and 5.5.20 but not 5.5.26.  Huh??
>
> maxThreads="150" minSpareThreads="25"
>  maxSpareThreads="75"
>enableLookups="false" disableUploadTimeout="true"
>acceptCount="100" scheme="https" secure="true"
>clientAuth="false" sslProtocol="TLS"
>keystoreFile="C:\certfile.pfx"
>keystorePass="password" keystoreType="PKCS12" />
>
>  After activating the 8443 port with this (or a faked certificate like
>  Will sent me instructions for), I can access http://localhost:8443/ but
>  not https://localhost:8443/ - the browser times out on the latter.  One
>  step forward, two steps back!
>
>  Any great ideas out there??
>
>  Christopher Strauss, Ph.D.
>  Call Tracking Administration Manager
>  University of North Texas Computing & IT Center
>  http://itsm.unt.edu/

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Re-parse Incoming Emails

[John Kovalcik]

Listers,

Does anyone know how to re-parse incoming emails.  I am importing 
in email message records from another system.  By just setting the 'Parse 
Message' field to Yes doesn't seem to do it.   Any help would be 
appreciated.


  Thanks,
John M. Kovalcik
Service Management Sr. Analyst
   ITIL Foundations Certified
Global Information Technology
Kennametal Inc.
 


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Re: Question: Change Statuses - ITSM 7.0 (patch 6)

[Roger Justice]

If you want to skip steps as you suggested you will have to have additional 
approval processes that meet the criteria you want to use that allows the 
Change to go from RFC to Scheduled on self approval.


-Original Message-
From: T. Dee <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wed, 5 Mar 2008 7:51 am
Subject: Re: Question: Change Statuses - ITSM 7.0 (patch 6)



I have the Approvals for certain Change Types setup, however, don't
have any Approvals for the Change Types that do not require approval.
Do you still have to setup Approvals for Change Types that do nto
require approvals?

Thanks.

On 3/4/08, Roger Justice <[EMAIL PROTECTED]> wrote:
> ** You will need to set up aan approval process that will allow this to
> occur with a qualification such as Timing = no impact.
>
>
>
> -Original Message-
> From: T. Dee <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Tue, 4 Mar 2008 5:08 pm
> Subject: Question: Change Statuses - ITSM 7.0 (patch 6)
>
> I am have setup certain "Change Types" to require Approvals - this
works
> fine. I have setup other "Change Types" NOT to require
Approvals - this
> works fine.

The problem I am having is that for "Change Types" that do NOT
> require
Approvals are force to go through every Status.

The system will not
> let me go from Draft to Scheduled for Review. I
do not want to break the
> Statuses for the "Change Types" that require
Approvals.

Any help would be
> greatly
> appreciated!

Thanks!

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Re: Question: Change Statuses - ITSM 7.0 (patch 6)

[T. Dee]

Are you talking about the "Approval Process Configuration"?  I tried
to create a new record, but got a SQL error.



On 3/5/08, Roger Justice <[EMAIL PROTECTED]> wrote:
> ** If you want to skip steps as you suggested you will have to have
> additional approval processes that meet the criteria you want to use that
> allows the Change to go from RFC to Scheduled on self approval.
>
>
> -Original Message-
> From: T. Dee <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Wed, 5 Mar 2008 7:51 am
> Subject: Re: Question: Change Statuses - ITSM 7.0 (patch 6)
>
> I have the Approvals for certain Change Types setup, however, don't
have any
> Approvals for the Change Types that do not require approval.
Do you still
> have to setup Approvals for Change Types that do nto
require
> approvals?

Thanks.

On 3/4/08, Roger Justice <[EMAIL PROTECTED]> wrote:
>
> ** You will need to set up aan approval process that will allow this to
>
> occur with a qualification such as Timing = no impact.
>
>
>
> -Original
> Message-
> From: T. Dee <[EMAIL PROTECTED]>
> To:
> arslist@ARSLIST.ORG
> Sent: Tue, 4 Mar 2008 5:08 pm
> Subject: Question:
> Change Statuses - ITSM 7.0 (patch 6)
>
> I am have setup certain "Change
> Types" to require Approvals - this
works
> fine. I have setup other "Change
> Types" NOT to require
Approvals - this
> works fine.

The problem I am
> having is that for "Change Types" that do NOT
> require
Approvals are force
> to go through every Status.

The system will not
> let me go from Draft to
> Scheduled for Review. I
do not want to break the
> Statuses for the "Change
> Types" that require
Approvals.

Any help would be
> greatly
>
> appreciated!

Thanks!

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Re: Question: Change Statuses - ITSM 7.0 (patch 6)

[Roger Justice]

Yes that is what you need since you are getting a SQL error you have other 
problems since there are not specific limitations to creating additional 
entries.


-Original Message-
From: T. Dee <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wed, 5 Mar 2008 8:14 am
Subject: Re: Question: Change Statuses - ITSM 7.0 (patch 6)



Are you talking about the "Approval Process Configuration"?  I tried
to create a new record, but got a SQL error.



On 3/5/08, Roger Justice <[EMAIL PROTECTED]> wrote:
> ** If you want to skip steps as you suggested you will have to have
> additional approval processes that meet the criteria you want to use that
> allows the Change to go from RFC to Scheduled on self approval.
>
>
> -Original Message-
> From: T. Dee <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Wed, 5 Mar 2008 7:51 am
> Subject: Re: Question: Change Statuses - ITSM 7.0 (patch 6)
>
> I have the Approvals for certain Change Types setup, however, don't
have any
> Approvals for the Change Types that do not require approval.
Do you still
> have to setup Approvals for Change Types that do nto
require
> approvals?

Thanks.

On 3/4/08, Roger Justice <[EMAIL PROTECTED]> wrote:
>
> ** You will need to set up aan approval process that will allow this to
>
> occur with a qualification such as Timing = no impact.
>
>
>
> -Original
> Message-
> From: T. Dee <[EMAIL PROTECTED]>
> To:
> arslist@ARSLIST.ORG
> Sent: Tue, 4 Mar 2008 5:08 pm
> Subject: Question:
> Change Statuses - ITSM 7.0 (patch 6)
>
> I am have setup certain "Change
> Types" to require Approvals - this
works
> fine. I have setup other "Change
> Types" NOT to require
Approvals - this
> works fine.

The problem I am
> having is that for "Change Types" that do NOT
> require
Approvals are force
> to go through every Status.

The system will not
> let me go from Draft to
> Scheduled for Review. I
do not want to break the
> Statuses for the "Change
> Types" that require
Approvals.

Any help would be
> greatly
>
> appreciated!

Thanks!

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Re: Question: Change Statuses - ITSM 7.0 (patch 6)

[Lammey, Peter A.]

No.  Don't create a new record in Approval Process Configuration.
Modify the existing records there and modify it so that when a ticket is
in the any of the approval phases set the field  
There should be 5 records in Approval Process Configuration for
CHG:Infrastructure Change and you should modify the settings in the
Status Flow tab so that if "No Approvers" set the Status to "Scheduled".

With this setting change, you would expect Change tickets that have
approvers that approve the ticket, the change will move to the next
approval stage.
If there are no approvers mapped for the change then the change will
move to Scheduled.

There is one other drawback to this.  The system will normally require
the user to fill in a Scheduled Start and Scheduled End Date in the
Dates tab when the user moves a ticket to Scheduled from Planning In
Progress.
However, if the Approval engine moves it to Scheduled you could have
change tickets in the system without Scheduled dates set in the records.

It can be a training issue or you would have to customize the code to
force users to put in dates if they are changing the ticket to a status
> Draft.


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

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Wednesday, March 05, 2008 8:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: Question: Change Statuses - ITSM 7.0 (patch 6)

Are you talking about the "Approval Process Configuration"?  I tried to
create a new record, but got a SQL error.



On 3/5/08, Roger Justice <[EMAIL PROTECTED]> wrote:
> ** If you want to skip steps as you suggested you will have to have 
> additional approval processes that meet the criteria you want to use 
> that allows the Change to go from RFC to Scheduled on self approval.
>
>
> -Original Message-
> From: T. Dee <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Wed, 5 Mar 2008 7:51 am
> Subject: Re: Question: Change Statuses - ITSM 7.0 (patch 6)
>
> I have the Approvals for certain Change Types setup, however, don't
have any
> Approvals for the Change Types that do not require approval.
Do you still
> have to setup Approvals for Change Types that do nto
require
> approvals?

Thanks.

On 3/4/08, Roger Justice <[EMAIL PROTECTED]> wrote:
>
> ** You will need to set up aan approval process that will allow this 
> to
>
> occur with a qualification such as Timing = no impact.
>
>
>
> -Original
> Message-
> From: T. Dee <[EMAIL PROTECTED]>
> To:
> arslist@ARSLIST.ORG
> Sent: Tue, 4 Mar 2008 5:08 pm
> Subject: Question:
> Change Statuses - ITSM 7.0 (patch 6)
>
> I am have setup certain "Change
> Types" to require Approvals - this
works
> fine. I have setup other "Change
> Types" NOT to require
Approvals - this
> works fine.

The problem I am
> having is that for "Change Types" that do NOT require
Approvals are force
> to go through every Status.

The system will not
> let me go from Draft to
> Scheduled for Review. I
do not want to break the
> Statuses for the "Change
> Types" that require
Approvals.

Any help would be
> greatly
>
> appreciated!

Thanks!


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Consuming arrays in web services (with PL/SQL)

[Subash Biswas]

We recently ran into the issue of arrays in a web service which ARS
cannot consume as is. The web service is WCF compliant and written in
C#.NET. Architecture was not willing to change the array type to
string; so as an alternative I generated the SOAP Request via workflow
and consumed the web service via PL/SQL.

The integration was seamless with almost no overhead (other than
generating the SOAP of course). Just as an alternate approach while we
wait for arrays to be made available (Mr. Easter)

Please let me know if you would like further details,
Subash

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Opportunity In Sprinfield VA

[Raymond]

Greetings People,

 

I wanted to repost this to the list I believe that this listserv has a lot
of talent that read the postings and you are dedicated and always on top of
the new issues that come up.  Please forgive me for not being a REMEDY
Professional (Programmer and such) but I have a lot of respect for those of
you that work in this field.  Below please find description of the Job that
we are looking to fill and please contact me at your convenience.

 

Raymond H. Hamilton III

QinetIQ-NA 

Recruiting Team

240-433-0353 Office

 

 

 

Job Description:

Candidate will support an established and ongoing enterprise-wide Remedy
implementation on Unix and Windows platforms; duties will encompass the
software full lifecycle, to include gathering requirements, design,
development, debugging, maintenance programming, and documentation; will
include hands-on enhancements and maintenance coding of existing solution,
and new development as functionality is expanded; must have strong
analytical skills, and be a team player able to work well with others on
complex tasks.

 

This position requires a Bachelors degree and 10 years of related
experience.

 

 Requirements: Minimum 5 years hands-on Remedy development experience,
including hands-on development with 6.x ITSM Suite, and familiarity with the
following: AR Development Toolkit experience required ARS 7.x AR Utilities
CMDB 1.x and 2.x Knowledge Management for Remedy (KMR) Remedy Asset
Management Remedy link for Tivoli Familiarity with full development
lifecycle. Strong analytical skills. Exceptional interpersonal skills.
Strong oral and written communication skills. Bachelor's degree desired, but
commensurate experience will be considered. US Citizenship is required, and
must be able to obtain and maintain a CBP clearance.


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Re: Implementing SSL on Tomcat on Windows servers

[strauss]

Not that specific - I think they were using a broad spectrum antibiotic
without knowing why it was sick.  I just wanted it cured, not studied.
Saga begins - remember, you asked

Last Thursday I applied patch 02 to ARS 7.1 to all components of my
near-production system by file replacement, and all seemed well.  This
is a critical patch for us on mid-tier since it fixes the Logout button
hang in Safari 3.0 that leaves your session hung (and license tied up),
and requires you to force-quit Safari.  It breaks the fix for the CCM
Calendar, however, which will be in patch 003 so I will have to reapply
the 7.0.01.006 *70* dlls. In fact there were more errors than usual with
the mid-tier logs when people were testing on Friday - I was in Columbus
for an OSU reunion and fighting a Kinetic Request problem remotely, and
did not see them. These are from Thursday:

Feb 28, 2008 6:01:23 PM - SEVERE (com.remedy.log) : BMC Remedy Mid Tier
version 7.1.00 Patch 002 200801270500
Feb 28, 2008 6:01:23 PM - SEVERE (com.remedy.log.SESSION) : Login:
Failed to load an admin login
Feb 28, 2008 6:01:23 PM - SEVERE (com.remedy.log.SESSION) : Login:
Failed to load an admin login
Feb 28, 2008 6:01:33 PM - WARNING (com.remedy.log.PERFORMANCE) : Failed
to prefetch
server:itsm7.ars.unt.edu||username:cestrauss||locale:en_US||timezone:nul
l Throw Error - 9280ARERR [9280] Server not present in the configured
servers list - itsm7.ars.unt.edu
Feb 28, 2008 6:01:33 PM - WARNING (com.remedy.log.PERFORMANCE) : Failed
to prefetch
server:itsm7.ars.unt.edu||username:appadmin||locale:en_US||timezone:null
Throw Error - 9280ARERR [9280] Server not present in the configured
servers list - itsm7.ars.unt.edu

In fact, after restarting the mid-tier following the by-file patch
application, it dumped parts of its configuration even though I thought
I had combined entries in the config.properties file properly - which
are laid out VERY differently, by the way.

I used the mid-tier Monday morning and saw no obvious problems. Then I
installed patch 02 to my test system (clone of pre-production db) using
installers, then CMDB patch 02, saw no obvious problems, and installed
CMDB 2.1.00.002 on the pre-production box.  Part of that install is to
restart mid-tier since it updates the CI Viewer.  Mid-tier started
throwing errors immediately, and was even trying to write its logs in
the wrong Program Files\AR System directory (should be Program Files
(x86)), and when I tried to log in to the home page I got a core dump of
text:

HTTP Status 500 - 




type Exception report

message 

description The server encountered an internal error () that prevented
it from fulfilling this request.

exception 

javax.servlet.ServletException: Servlet execution threw an exception


root cause 

java.lang.NoClassDefFoundError

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

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

com.remedy.arsys.goat.preferences.ARUserPreferences.clearAndLoadDefaultF
ields(Unknown Source)

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

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

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

com.remedy.arsys.goat.preferences.ARUserPreferences.getUserPreferences(U
nknown Source)
com.remedy.arsys.stubs.SessionData.(Unknown Source)
com.remedy.arsys.stubs.SessionData.(Unknown Source)
com.remedy.arsys.session.Login.initSessions(Unknown Source)
com.remedy.arsys.session.Login.establishSession(Unknown Source)
com.remedy.arsys.session.Login.establishSession(Unknown Source)
com.remedy.arsys.stubs.GoatServlet.postInternal(Unknown Source)
com.remedy.arsys.stubs.GoatHttpServlet.doGet(Unknown Source)
javax.servlet.http.HttpServlet.service(HttpServlet.java:689)
javax.servlet.http.HttpServlet.service(HttpServlet.java:802)


note The full stack trace of the root cause is available in the Apache
Tomcat/5.5.17 logs.
---

That night I uninstalled mid-tier and tomcat and installed them again
with the default tomcat bundled in 7.1 patch 2 (5.5.17), which still
insists on installing incorrectly in the \Program Files\ directory, not
(x86).  It ran, but after a reboot and new prefetch it crashed and the
tomcat server had to be restarted manually to settle it down.  It
continued to throw errors of:

- Servlet.service() for servlet HomeServlet threw exception
java.lang.NoClassDefFoundError

I shipped out all of the tomcat and mid-tier logs to BMC, they did a
webex Tuesday morning, and decided that the 5.5.17 tomcat was the
probable source of the problems.  They were happy with the Java I had
installed - 1.5.0_14, but decide

SLA problem- ticket missed SLA that doesn't seem like it should have

[Moore, Christopher Allen]

Hey everyone-

 

ITSM 7.0 patch 6

Windows server

SQL DB

 

I got an email this morning about a ticket that missed an SLA, but it
doesn't look like it should have.  

 

The SLA is for resolution of a Priority 3 (Urgency) ticket.  The time
for the SLA is 45 hours.  The clock starts when the ticket is submitted
and ends when it is resolved/closed.  It excludes tickets where
('Status' = "Pending") AND (('Status_Reason' = "Agency Resolver Action")
OR ('Status_Reason' = "Client Action Required") OR ('Status_Reason' =
"Client Hold")).  The ticket was open several days from open to close,
but all of that time except 4:53 was "Pending".

 

If it matters, this ticket did legitimately miss the initial response
SLA of 1 hour, but I see no reason why the response and resolved SLAs
should be linked.

 

Here's the information about the SLA:

 

Terms: 'Priority' = "3-Medium" AND 'Company' != "TfT" AND 'Service Type'
!= "User Service Request" AND 'Resolution Category' != "Customer
Responsibility" AND 'Incident Association Type' != "Duplicate"

Delete:  'Status' = "Cancelled" OR 'Company' = "TfT" OR 'Resolution
Category' = "Customer Responsibility" OR 'Incident Association Type' =
"Duplicate" OR 'Service Type' = "User Service Request"

 

Start when: 'Status' >= "New"

Stop when: 'Status' >= "Resolved"

Exclude: ('Status' = "Pending") AND (('Status_Reason' = "Agency Resolver
Action") OR ('Status_Reason' = "Client Action Required") OR
('Status_Reason' = "Client Hold"))

 

The ticket in question was created 2/11/08 at 12:12PM.

2/11/08 at 4:52pm it went into "Pending"

2/12/08 4:31pm it went to "In Progress"

2/12/08 4:54pm it went back to "Pending"

2/21/08 5:02 pm the ticket was "Resolved"

 

My first guess was that the active link that sets the field
Status_Reason (which is a hidden field) wasn't working, but it seems to
be.  I'm considering taking that part out of the qualification since
it's required to put a status reason when the status is pending and
those are the only options anyway.

 

Has anyone had any problems like this?  I don't know if this has
happened more than this time, but we only meet that SLA 93.4% of the
time according to the system.

 

Thanks,

Chris Moore


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Re: Question: Change Statuses - ITSM 7.0 (patch 6)

[T. Dee]

THANKS Peter!!!

I have created workflow that automatically calculates Scheduled Start
Date and Scheduled End Date based on the length required for each
Task.

So all I need to do is modify the existing Approval Process
Configuration records.

Thanks again!

Ty


On 3/5/08, Lammey, Peter A. <[EMAIL PROTECTED]> wrote:
> No.  Don't create a new record in Approval Process Configuration.
> Modify the existing records there and modify it so that when a ticket is
> in the any of the approval phases set the field
> There should be 5 records in Approval Process Configuration for
> CHG:Infrastructure Change and you should modify the settings in the
> Status Flow tab so that if "No Approvers" set the Status to "Scheduled".
>
> With this setting change, you would expect Change tickets that have
> approvers that approve the ticket, the change will move to the next
> approval stage.
> If there are no approvers mapped for the change then the change will
> move to Scheduled.
>
> There is one other drawback to this.  The system will normally require
> the user to fill in a Scheduled Start and Scheduled End Date in the
> Dates tab when the user moves a ticket to Scheduled from Planning In
> Progress.
> However, if the Approval engine moves it to Scheduled you could have
> change tickets in the system without Scheduled dates set in the records.
>
> It can be a training issue or you would have to customize the code to
> force users to put in dates if they are changing the ticket to a status
> > Draft.
>
>
> Thanks
> Peter Lammey
> ESPN MIT Technical Services & Applications Management
> 860-766-4761
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
> Sent: Wednesday, March 05, 2008 8:14 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Question: Change Statuses - ITSM 7.0 (patch 6)
>
> Are you talking about the "Approval Process Configuration"?  I tried to
> create a new record, but got a SQL error.
>
>
>
> On 3/5/08, Roger Justice <[EMAIL PROTECTED]> wrote:
> > ** If you want to skip steps as you suggested you will have to have
> > additional approval processes that meet the criteria you want to use
> > that allows the Change to go from RFC to Scheduled on self approval.
> >
> >
> > -Original Message-
> > From: T. Dee <[EMAIL PROTECTED]>
> > To: arslist@ARSLIST.ORG
> > Sent: Wed, 5 Mar 2008 7:51 am
> > Subject: Re: Question: Change Statuses - ITSM 7.0 (patch 6)
> >
> > I have the Approvals for certain Change Types setup, however, don't
> have any
> > Approvals for the Change Types that do not require approval.
> Do you still
> > have to setup Approvals for Change Types that do nto
> require
> > approvals?
>
> Thanks.
>
> On 3/4/08, Roger Justice <[EMAIL PROTECTED]> wrote:
> >
> > ** You will need to set up aan approval process that will allow this
> > to
> >
> > occur with a qualification such as Timing = no impact.
> >
> >
> >
> > -Original
> > Message-
> > From: T. Dee <[EMAIL PROTECTED]>
> > To:
> > arslist@ARSLIST.ORG
> > Sent: Tue, 4 Mar 2008 5:08 pm
> > Subject: Question:
> > Change Statuses - ITSM 7.0 (patch 6)
> >
> > I am have setup certain "Change
> > Types" to require Approvals - this
> works
> > fine. I have setup other "Change
> > Types" NOT to require
> Approvals - this
> > works fine.
>
> The problem I am
> > having is that for "Change Types" that do NOT require
> Approvals are force
> > to go through every Status.
>
> The system will not
> > let me go from Draft to
> > Scheduled for Review. I
> do not want to break the
> > Statuses for the "Change
> > Types" that require
> Approvals.
>
> Any help would be
> > greatly
> >
> > appreciated!
>
> Thanks!
>
> 
> ___
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>

Question: Task 7.x (patch 6) - Defect or By Design

[T. Dee]

If you go into Task and enter just the Task number (e.g. 172) and
search it pulls up the record.

However, if you enter in the Change number in the "Request ID" field
on Task and search it will not work.

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Re: Question: Task 7.x (patch 6) - Defect or By Design

[Howard Richter]

Dee,

What field are you putting in the change number?

A screen shot might help.

Hbr

On Wed, Mar 5, 2008 at 11:04 AM, T. Dee <[EMAIL PROTECTED]> wrote:

> If you go into Task and enter just the Task number (e.g. 172) and
> search it pulls up the record.
>
> However, if you enter in the Change number in the "Request ID" field
> on Task and search it will not work.
>
>
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> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>



-- 
Howard Richter
ITIL Foundation Certified
Red Hat Certified Technician
CompTIA Linux+ Certified
[EMAIL PROTECTED]
Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/masterresume20(2)

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Separation of Duties

[Gentry, Elmo - Raleigh, NC]

Overview: I need to separate the Admin permission (creating Forms, AL's,
Filters, everything in the admin tool, etc) from everything in the
Configuration Manager console (CTI's, Location, Groups, etc).

 

I need to duplicate ALL of Configuration Manager console actions with a
non-Admin, Sub-Admin like permissions.

 

Any thoughts or suggestions?  Preferable easy thoughts and/or
suggestions. :-)

 

 

Currently running ITSM 5.6; Problem, Change and Asset.  ITSM 7 is not
really an option at this time

 

Thanks,

 

Elmo Gentry

Remedy Application Development 

Business Systems Analyst

United States Postal Service 
4200 Wake Forest Rd 
Raleigh, NC 27668-9000
[EMAIL PROTECTED] 



 

   

 


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<>

Re: SLA problem- ticket missed SLA that doesn't seem like it should have

[Lammey, Peter A.]

We had the same reports with our SLM 7.03 application used with Incident
from ITSM 7.02 patch 005.
 
There is actually a bug on BMC's site about this with this description
(SW00285338).
 
SLM 7.0.3 - If a record is logged where the SVT is immediately in
Pending, and the goal passes before the status has changed, then the SVT
shows Missed Goal (and later Missed)
 
Do you have this version?  If not then Im not sure if for some reason it
surfaced with your Remedy SLM 7 version.


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

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen
Sent: Wednesday, March 05, 2008 10:55 AM
To: arslist@ARSLIST.ORG
Subject: SLA problem- ticket missed SLA that doesn't seem like it should
have


** 

Hey everyone-

 

ITSM 7.0 patch 6

Windows server

SQL DB

 

I got an email this morning about a ticket that missed an SLA, but it
doesn't look like it should have.  

 

The SLA is for resolution of a Priority 3 (Urgency) ticket.  The time
for the SLA is 45 hours.  The clock starts when the ticket is submitted
and ends when it is resolved/closed.  It excludes tickets where
('Status' = "Pending") AND (('Status_Reason' = "Agency Resolver Action")
OR ('Status_Reason' = "Client Action Required") OR ('Status_Reason' =
"Client Hold")).  The ticket was open several days from open to close,
but all of that time except 4:53 was "Pending".

 

If it matters, this ticket did legitimately miss the initial response
SLA of 1 hour, but I see no reason why the response and resolved SLAs
should be linked.

 

Here's the information about the SLA:

 

Terms: 'Priority' = "3-Medium" AND 'Company' != "TfT" AND 'Service Type'
!= "User Service Request" AND 'Resolution Category' != "Customer
Responsibility" AND 'Incident Association Type' != "Duplicate"

Delete:  'Status' = "Cancelled" OR 'Company' = "TfT" OR 'Resolution
Category' = "Customer Responsibility" OR 'Incident Association Type' =
"Duplicate" OR 'Service Type' = "User Service Request"

 

Start when: 'Status' >= "New"

Stop when: 'Status' >= "Resolved"

Exclude: ('Status' = "Pending") AND (('Status_Reason' = "Agency Resolver
Action") OR ('Status_Reason' = "Client Action Required") OR
('Status_Reason' = "Client Hold"))

 

The ticket in question was created 2/11/08 at 12:12PM.

2/11/08 at 4:52pm it went into "Pending"

2/12/08 4:31pm it went to "In Progress"

2/12/08 4:54pm it went back to "Pending"

2/21/08 5:02 pm the ticket was "Resolved"

 

My first guess was that the active link that sets the field
Status_Reason (which is a hidden field) wasn't working, but it seems to
be.  I'm considering taking that part out of the qualification since
it's required to put a status reason when the status is pending and
those are the only options anyway.

 

Has anyone had any problems like this?  I don't know if this has
happened more than this time, but we only meet that SLA 93.4% of the
time according to the system.

 

Thanks,

Chris Moore

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

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Control over Request ID

[Ganga Prasad]

Hi All

Do we have any control over the sequence of Request ID ? My understanding is
that this number us generated automatically. Can we control the way it is
getting generated ?
Version 7.0.01

Thanks and Regards,
Ganga Prasad Pattnaik,
( Remedy Skilled Professional )

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Re: Control over Request ID

[Rick Cook]

You can, but should do so carefully.  The nextId column in the arschema
table contains the number of the next Request ID for the specified form.
Manipulating that manually is done by resetting the value via SQL command,
which should only be done under specific controlled conditions, which are
listed in the Remedy documentation.  Failure to think through the process
carefully may result in the form being unable to accept further entries
until the problem is fixed.

If you want to present a different type of number to customers, or exercise
more control over it, I would recommend that you create and use a different
field.

Rick

On Wed, Mar 5, 2008 at 8:19 AM, Ganga Prasad <[EMAIL PROTECTED]> wrote:

> **
> Hi All
>
> Do we have any control over the sequence of Request ID ? My understanding
> is that this number us generated automatically. Can we control the way it is
> getting generated ?
> Version 7.0.01
>
> Thanks and Regards,
> Ganga Prasad Pattnaik,
> ( Remedy Skilled Professional )
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: SLA problem- ticket missed SLA that doesn't seem like it should have

[Moore, Christopher Allen]

That sounds like our problem, but we're on 7.0.2 SLA.  I'll look though
and see if there are any bug reports for that version.

 

Chris 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A.
Sent: Wednesday, March 05, 2008 10:21 AM
To: arslist@ARSLIST.ORG
Subject: Re: SLA problem- ticket missed SLA that doesn't seem like it
should have

 

We had the same reports with our SLM 7.03 application used with Incident
from ITSM 7.02 patch 005.

 

There is actually a bug on BMC's site about this with this description
(SW00285338).

 

SLM 7.0.3 - If a record is logged where the SVT is immediately in
Pending, and the goal passes before the status has changed, then the SVT
shows Missed Goal (and later Missed)

 

Do you have this version?  If not then Im not sure if for some reason it
surfaced with your Remedy SLM 7 version.

 

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

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen
Sent: Wednesday, March 05, 2008 10:55 AM
To: arslist@ARSLIST.ORG
Subject: SLA problem- ticket missed SLA that doesn't seem like it should
have

** 

Hey everyone-

 

ITSM 7.0 patch 6

Windows server

SQL DB

 

I got an email this morning about a ticket that missed an SLA, but it
doesn't look like it should have.  

 

The SLA is for resolution of a Priority 3 (Urgency) ticket.  The time
for the SLA is 45 hours.  The clock starts when the ticket is submitted
and ends when it is resolved/closed.  It excludes tickets where
('Status' = "Pending") AND (('Status_Reason' = "Agency Resolver Action")
OR ('Status_Reason' = "Client Action Required") OR ('Status_Reason' =
"Client Hold")).  The ticket was open several days from open to close,
but all of that time except 4:53 was "Pending".

 

If it matters, this ticket did legitimately miss the initial response
SLA of 1 hour, but I see no reason why the response and resolved SLAs
should be linked.

 

Here's the information about the SLA:

 

Terms: 'Priority' = "3-Medium" AND 'Company' != "TfT" AND 'Service Type'
!= "User Service Request" AND 'Resolution Category' != "Customer
Responsibility" AND 'Incident Association Type' != "Duplicate"

Delete:  'Status' = "Cancelled" OR 'Company' = "TfT" OR 'Resolution
Category' = "Customer Responsibility" OR 'Incident Association Type' =
"Duplicate" OR 'Service Type' = "User Service Request"

 

Start when: 'Status' >= "New"

Stop when: 'Status' >= "Resolved"

Exclude: ('Status' = "Pending") AND (('Status_Reason' = "Agency Resolver
Action") OR ('Status_Reason' = "Client Action Required") OR
('Status_Reason' = "Client Hold"))

 

The ticket in question was created 2/11/08 at 12:12PM.

2/11/08 at 4:52pm it went into "Pending"

2/12/08 4:31pm it went to "In Progress"

2/12/08 4:54pm it went back to "Pending"

2/21/08 5:02 pm the ticket was "Resolved"

 

My first guess was that the active link that sets the field
Status_Reason (which is a hidden field) wasn't working, but it seems to
be.  I'm considering taking that part out of the qualification since
it's required to put a status reason when the status is pending and
those are the only options anyway.

 

Has anyone had any problems like this?  I don't know if this has
happened more than this time, but we only meet that SLA 93.4% of the
time according to the system.

 

Thanks,

Chris Moore

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

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Re: Separation of Duties

[Rick Cook]

SubAdmins are your ticket.  Only give Administrator access to developers,
and SA to everyone else.  It's more work to set it up, but will get you what
you want.  All the info you need is in the docs.

Rick

On Wed, Mar 5, 2008 at 8:02 AM, Gentry, Elmo - Raleigh, NC <
[EMAIL PROTECTED]> wrote:

> **
>
> Overview: I need to separate the Admin permission (creating Forms, AL's,
> Filters, everything in the admin tool, etc) from everything in the
> Configuration Manager console (CTI's, Location, Groups, etc).
>
> I need to duplicate ALL of Configuration Manager console actions with a
> non-Admin, Sub-Admin like permissions.
>
> Any thoughts or suggestions?  Preferable easy thoughts and/or suggestions.
> ?
>
> Currently running ITSM 5.6; Problem, Change and Asset.  ITSM 7 is not
> really an option at this time
>
> Thanks,
>
>
>
> Elmo Gentry
>
> Remedy Application Development
>
> Business Systems Analyst
>
> United States Postal Service
> 4200 Wake Forest Rd
> Raleigh, NC 27668-9000
> [EMAIL PROTECTED]
>
>
>
> [image: United States Postal Service Logo with Eagle]
>
>
>  __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: Control over Request ID

[Ganga Prasad]

Thanks Rick
In fact issue with me is that the request ID generated are not in sequence.
So can we make the is possible to break the sequence or if broken then make
it in order ?

Thanks and Regards,
Ganga Prasad Pattnaik,
( Remedy Skilled Professional )

On Wed, Mar 5, 2008 at 10:10 PM, Rick Cook <[EMAIL PROTECTED]> wrote:

> ** You can, but should do so carefully.  The nextId column in the arschema
> table contains the number of the next Request ID for the specified form.
> Manipulating that manually is done by resetting the value via SQL command,
> which should only be done under specific controlled conditions, which are
> listed in the Remedy documentation.  Failure to think through the process
> carefully may result in the form being unable to accept further entries
> until the problem is fixed.
>
> If you want to present a different type of number to customers, or
> exercise more control over it, I would recommend that you create and use a
> different field.
>
> Rick
>
> On Wed, Mar 5, 2008 at 8:19 AM, Ganga Prasad <[EMAIL PROTECTED]> wrote:
>
> > **
> > Hi All
> >
> > Do we have any control over the sequence of Request ID ? My
> > understanding is that this number us generated automatically. Can we control
> > the way it is getting generated ?
> > Version 7.0.01
> >
> > Thanks and Regards,
> > Ganga Prasad Pattnaik,
> > ( Remedy Skilled Professional )
> > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > html___
>
>
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> html___




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Re: Question: Task 7.x (patch 6) - Defect or By Design

[T. Dee]

I'm putting it in the field called "Request ID" - 5th field from the
top on the far right side.  This is where the Change Number is.



On 3/5/08, Howard Richter <[EMAIL PROTECTED]> wrote:
> **
> Dee,
>
> What field are you putting in the change number?
>
> A screen shot might help.
>
> Hbr
>
>
> On Wed, Mar 5, 2008 at 11:04 AM, T. Dee <[EMAIL PROTECTED]> wrote:
> >
> > If you go into Task and enter just the Task number (e.g. 172) and
> > search it pulls up the record.
> >
> > However, if you enter in the Change number in the "Request ID" field
> > on Task and search it will not work.
> >
> >
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> >
>
>
>
> --
> Howard Richter
> ITIL Foundation Certified
> Red Hat Certified Technician
> CompTIA Linux+ Certified
> [EMAIL PROTECTED]
> Resume =
> http://hotjobs.yahoo.com/resumes/hrichter_1/masterresume20(2)
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Re: Separation of Duties

[Brian Bishop]

Hi Elmo,

 

>From your email it looks like you have had to place staff in the
Administrator group to allow them to use the Remedy Application
Configuration console. If this is the case it is because Remedy never got
the permissions correct for the console to allow the role of
APP-Administrator to run it. On all versions of ITSM up to and including
version 6 they never sorted this out and took the cheap and easy solution to
advise all people who raised it as an issue, to put people in the full
Administrator  group.

 

The solution is to get the module to work for APP-Administrator which isn't
difficult. Just go through it with two logins, one as a full Administrator
and one as APP-Administrator and fix all the permission issues. Once this
has been done you will need to give APP-Administrator write access to all
the fields in the User and Group form and it should then work as designed.

 

Finally take Administrator away from those staff who do this work and you
should be ok. This is the only correct solution to your problem that I know
off and is the first work I would undertake after installing and patching
these products. It was about two days work.

 

Brian Bishop

Goldstag Consultants Ltd

Tel: +44(0)7973 746832

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gentry, Elmo - Raleigh, NC
Sent: 05 March 2008 16:02
To: arslist@ARSLIST.ORG
Subject: Separation of Duties

 

** 

Overview: I need to separate the Admin permission (creating Forms, AL's,
Filters, everything in the admin tool, etc) from everything in the
Configuration Manager console (CTI's, Location, Groups, etc).

 

I need to duplicate ALL of Configuration Manager console actions with a
non-Admin, Sub-Admin like permissions.

 

Any thoughts or suggestions?  Preferable easy thoughts and/or suggestions. J

 

 

Currently running ITSM 5.6; Problem, Change and Asset.  ITSM 7 is not really
an option at this time

 

Thanks,

 

Elmo Gentry

Remedy Application Development 

Business Systems Analyst

United States Postal Service 
4200 Wake Forest Rd 
Raleigh, NC 27668-9000
[EMAIL PROTECTED] 

 

  United States Postal Service Logo with Eagle

 

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


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<>

Re: Control over Request ID

[Neel Guatam]

Ganga,

When you say 'requestID generated are not in sequence' - are you
referring to; for example; all the incidents created? If so, that's how
it works as when you open a new incident and select a customer, it
generated an incident ID and increment the nextID for that module.
However, when user cancels out and doesn't save that incident, the next
incident created will not be in sequence and have a gap of one. If many
users in production do that then you'll see the broken sequence and it's
normal. IF this is the case then I don't think you should be messing
with it.

Just my $0.02

Neel Gautam
Accenture - Chicago Delivery Centre
Core Values:Stewardship  *   Best People *
Client Value Creation*   One Global Network  *   Respect
for the Individual   *   Integrity   
 
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ganga Prasad
Sent: Wednesday, March 05, 2008 10:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: Control over Request ID

** 
Thanks Rick
In fact issue with me is that the request ID generated are not in
sequence. So can we make the is possible to break the sequence or if
broken then make it in order ?

Thanks and Regards,
Ganga Prasad Pattnaik,
( Remedy Skilled Professional )


On Wed, Mar 5, 2008 at 10:10 PM, Rick Cook <[EMAIL PROTECTED]> wrote:


** You can, but should do so carefully.  The nextId column in
the arschema table contains the number of the next Request ID for the
specified form.  Manipulating that manually is done by resetting the
value via SQL command, which should only be done under specific
controlled conditions, which are listed in the Remedy documentation.
Failure to think through the process carefully may result in the form
being unable to accept further entries until the problem is fixed.  

If you want to present a different type of number to customers,
or exercise more control over it, I would recommend that you create and
use a different field.

Rick


On Wed, Mar 5, 2008 at 8:19 AM, Ganga Prasad
<[EMAIL PROTECTED]> wrote:


** 

Hi All

Do we have any control over the sequence of Request ID ?
My understanding is that this number us generated automatically. Can we
control the way it is getting generated ?
 


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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Re: Control over Request ID

[Rick Cook]

I agree with Neel, whose reasons are sound.  The Interface_Create form does
not always create an Incident, which is why there are gaps.

Rick

On Wed, Mar 5, 2008 at 8:57 AM, Neel Guatam <[EMAIL PROTECTED]>
wrote:

> Ganga,
>
> When you say 'requestID generated are not in sequence' - are you
> referring to; for example; all the incidents created? If so, that's how
> it works as when you open a new incident and select a customer, it
> generated an incident ID and increment the nextID for that module.
> However, when user cancels out and doesn't save that incident, the next
> incident created will not be in sequence and have a gap of one. If many
> users in production do that then you'll see the broken sequence and it's
> normal. IF this is the case then I don't think you should be messing
> with it.
>
> Just my $0.02
>
> Neel Gautam
> Accenture - Chicago Delivery Centre
> Core Values:Stewardship  *   Best People *
> Client Value Creation*   One Global Network  *   Respect
> for the Individual   *   Integrity
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Ganga Prasad
> Sent: Wednesday, March 05, 2008 10:50 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Control over Request ID
>
> **
> Thanks Rick
> In fact issue with me is that the request ID generated are not in
> sequence. So can we make the is possible to break the sequence or if
> broken then make it in order ?
>
> Thanks and Regards,
> Ganga Prasad Pattnaik,
> ( Remedy Skilled Professional )
>
>
> On Wed, Mar 5, 2008 at 10:10 PM, Rick Cook <[EMAIL PROTECTED]> wrote:
>
>
>** You can, but should do so carefully.  The nextId column in
> the arschema table contains the number of the next Request ID for the
> specified form.  Manipulating that manually is done by resetting the
> value via SQL command, which should only be done under specific
> controlled conditions, which are listed in the Remedy documentation.
> Failure to think through the process carefully may result in the form
> being unable to accept further entries until the problem is fixed.
>
>If you want to present a different type of number to customers,
> or exercise more control over it, I would recommend that you create and
> use a different field.
>
>Rick
>
>
>On Wed, Mar 5, 2008 at 8:19 AM, Ganga Prasad
> <[EMAIL PROTECTED]> wrote:
>
>
>**
>
>Hi All
>
>Do we have any control over the sequence of Request ID ?
> My understanding is that this number us generated automatically. Can we
> control the way it is getting generated ?
>
>
>
> 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.
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>

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Re: Separation of Duties

[Gentry, Elmo - Raleigh, NC]

Here is what I found documented: 

 

Subadministrators can perform the following functions:

􀂄 Administer any application or form to which their group has

subadministrator access.

􀂄 Create and administer filters, active links, and escalations connected to

forms to which their group has subadministrative access.

􀂄 Create and administer menus.

􀂄 Create forms.

􀂄 Create applications (depending on the forms to which the

subadministrator has access).

􀂄 Create active link and filter guides.

􀂄 View server information settings.

 

No of these can be allowed.  We need to separate/prevent all of the above.  If 
the permission allows the user to create anything, filters, forms, etc that is 
too much access.  When I say sub-admin I mean really application/data 
admin….only to create data, i.e. CTI’s, Groups. Users, Location, Approvals, etc.

 

 

Thanks,

 

Elmo Gentry 
Remedy Application Development
Business Systems Analyst



 



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Rick Cook
Sent: Wednesday, March 05, 2008 11:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: Separation of Duties

 

** SubAdmins are your ticket.  Only give Administrator access to developers, 
and SA to everyone else.  It's more work to set it up, but will get you what 
you want.  All the info you need is in the docs.

Rick

On Wed, Mar 5, 2008 at 8:02 AM, Gentry, Elmo - Raleigh, NC <[EMAIL PROTECTED]> 
wrote:

** 

Overview: I need to separate the Admin permission (creating Forms, AL's, 
Filters, everything in the admin tool, etc) from everything in the 
Configuration Manager console (CTI's, Location, Groups, etc).

I need to duplicate ALL of Configuration Manager console actions with a 
non-Admin, Sub-Admin like permissions.

Any thoughts or suggestions?  Preferable easy thoughts and/or suggestions. *

Currently running ITSM 5.6; Problem, Change and Asset.  ITSM 7 is not really an 
option at this time

Thanks,

 

Elmo Gentry

Remedy Application Development 

Business Systems Analyst

United States Postal Service 
4200 Wake Forest Rd 
Raleigh, NC 27668-9000
[EMAIL PROTECTED] 

 

United States Postal Service Logo with Eagle  

 

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


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Re: Separation of Duties

[Rick Cook]

Well then, you should be able to use the existing permission groups to
accomplish that.  App-Administrator allows access to all of the data
elements in HD 5.6 without allowing access to any code.  If you need to make
it more granular, you'd have to create sub-App-Admin groups for each
component.  If your version of AR System supports computed groups, that
would also work.

Rick

On Wed, Mar 5, 2008 at 9:10 AM, Gentry, Elmo - Raleigh, NC <
[EMAIL PROTECTED]> wrote:

>  Here is what I found documented:
>
>
>
> Subadministrators can perform the following functions:
>
> 􀂄 Administer any application or form to which their group has
>
> subadministrator access.
>
> 􀂄 Create and administer filters, active links, and escalations connected
> to
>
> forms to which their group has subadministrative access.
>
> 􀂄 Create and administer menus.
>
> 􀂄 Create forms.
>
> 􀂄 Create applications (depending on the forms to which the
>
> subadministrator has access).
>
> 􀂄 Create active link and filter guides.
>
> 􀂄 View server information settings.
>
>
>
> No of these can be allowed.  We need to separate/prevent all of the
> above.  If the permission allows the user to create anything, filters,
> forms, etc that is too much access.  When I say sub-admin I mean really
> application/data admin….only to create data, i.e. CTI's, Groups. Users,
> Location, Approvals, etc.
>
>
>
>
>
> Thanks,
>
>
>
> Elmo Gentry
> Remedy Application Development
> Business Systems Analyst
>
>
>   --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Rick Cook
> *Sent:* Wednesday, March 05, 2008 11:48 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Separation of Duties
>
>
>
> ** SubAdmins are your ticket.  Only give Administrator access to
> developers, and SA to everyone else.  It's more work to set it up, but will
> get you what you want.  All the info you need is in the docs.
>
> Rick
>
> On Wed, Mar 5, 2008 at 8:02 AM, Gentry, Elmo - Raleigh, NC <
> [EMAIL PROTECTED]> wrote:
>
> **
>
> Overview: I need to separate the Admin permission (creating Forms, AL's,
> Filters, everything in the admin tool, etc) from everything in the
> Configuration Manager console (CTI's, Location, Groups, etc).
>
> I need to duplicate ALL of Configuration Manager console actions with a
> non-Admin, Sub-Admin like permissions.
>
> Any thoughts or suggestions?  Preferable easy thoughts and/or suggestions.
> ?
>
> Currently running ITSM 5.6; Problem, Change and Asset.  ITSM 7 is not
> really an option at this time
>
> Thanks,
>
>
>
> Elmo Gentry
>
> Remedy Application Development
>
> Business Systems Analyst
>
> United States Postal Service
> 4200 Wake Forest Rd
> Raleigh, NC 27668-9000
> [EMAIL PROTECTED]
>
>
>
> [image: United States Postal Service Logo with Eagle]
>
>
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
>
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
>

Re: Question: Task 7.x (patch 6) - Defect or By Design

[Howard Richter]

Dee,

What patch level are you at?

That should work.

hbr

On Wed, Mar 5, 2008 at 11:51 AM, T. Dee <[EMAIL PROTECTED]> wrote:

> I'm putting it in the field called "Request ID" - 5th field from the
> top on the far right side.  This is where the Change Number is.
>
>
>
> On 3/5/08, Howard Richter <[EMAIL PROTECTED]> wrote:
> > **
>  > Dee,
> >
> > What field are you putting in the change number?
> >
> > A screen shot might help.
> >
> > Hbr
> >
> >
> > On Wed, Mar 5, 2008 at 11:04 AM, T. Dee <[EMAIL PROTECTED]> wrote:
> > >
> > > If you go into Task and enter just the Task number (e.g. 172) and
> > > search it pulls up the record.
> > >
> > > However, if you enter in the Change number in the "Request ID" field
> > > on Task and search it will not work.
> > >
> > >
> >
> ___
> > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> > > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > >
> >
> >
> >
> > --
> > Howard Richter
> > ITIL Foundation Certified
> > Red Hat Certified Technician
> > CompTIA Linux+ Certified
> > [EMAIL PROTECTED]
> > Resume =
> > http://hotjobs.yahoo.com/resumes/hrichter_1/masterresume20(2)
> > __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"
>



-- 
Howard Richter
ITIL Foundation Certified
Red Hat Certified Technician
CompTIA Linux+ Certified
[EMAIL PROTECTED]
Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/masterresume20(2)

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Re: Crystal 9 embedded reports not working on ARS 7.0.1

[Rick Westbrock]

I found the problem with the type showing up as "2" instead of "Crystal"
as well. If I changed that or the report name/path first then the Admin
tool crashed with an out of memory error. However if I changed from
Embedded to Local first, then updated the type & name/path fields I
didn't have any problems. After updating these fields my 5.1.2 clients
and the 7.0.1 clients work fine without having to touch the user DSN.
 
 
-Rick



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Hall Chad - chahal
Sent: Tuesday, March 04, 2008 10:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: Crystal 9 embedded reports not working on ARS 7.0.1


** 

We've had reporting problems in Remedy User 7.0.1. All of our reports
use either Local or Reporting Form. Unless the server name is entered in
the User DSN we get:

 

"An error occurred while generating the Crystal report: 0x80047e48 -
Logon failed. (ARERR 1904)"

 

It doesn't matter whether the server is 6.3 or 7.0.1, we get the same
results with both. BMC's workaround of specifying the server name in the
User DSN is not very convenient for us since we have several different
servers and some users may not always use the same one. If they don't
consciously change the User DSN prior to running any reports they could
get the wrong data and not realize it.

 

I noticed that Remedy User 6.3 actually updates the User DSN to include
the current server name every time you fire workflow that opens the
Crystal viewer. Remedy User 7.0.1 does not do that. My first thought was
that's a bug in 7.0.1, but BMC tells me it does what it needs to do
behind the scenes without having to update the DSN. In any case, it
doesn't do everything it needs to do or it would be working. I also
tried 7.1 with the same results.

 

On a side note, I also noticed that active links saved in 6.3 show a
Report Type of 2 instead of Crystal when opened in Admin 7.0.1. I first
tried to change these by reselecting Crystal in the 7.0.1 admin tool but
that actually broke the workflow for 6.3 clients. I found that going
back into the 6.3 admin tool and reselecting Crystal was the only way to
make it work for both 6.3 and 7.0.1 clients (7.0.1 still required User
DSN modification). So it looks funny in a 7.0.1 admin tool, but it
works.

 

Chad Hall  
(501) 342-2650



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Westbrock
Sent: Monday, March 03, 2008 3:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: Crystal 9 embedded reports not working on ARS 7.0.1

 

Thanks to Frederick and Susan for your replies. I'm calling the reports
using an Open Window action (not a macro), this has been the case for
several years. The active link was imported via def file from the 5.1.2
server into the 7.0.1 server. I don't use the Report form for this
application, the users click a button on a display form which in turn
calls the active link. The only action in the AL is an Open Window as
follows:

 

Window Type: Report

Target Location: New

Server Name: the new 7.0.1 server

Form Name: CM:ChangeManagement (the regular form that has the data for
the report)

Form View: (Clear)

The qualification is ( 'Implementation Date/Time' > $TIMESTAMP$) AND (
'Implementation Date/Time' < ($TIMESTAMP$ + (((60 * 60) * 24) * 10)))
AND ( 'Status' = "Approved")

 

The Report Information tab shows this:

Report Type: Crystal

Name: the correct path & file name appear here

Destination: Screen

Operation: Run

Location: Embedded

Query Override: Yes

 

 

I opened a case with Support and they said that the 5.1.2 user tool is
not supported with 7.0.1 server (but we have used on older WUT against a
newer server before with no issues and all other functionality works
fine). Below are other notes from Support for this case:

"This is due to incomparability between arodbc driver and the version
that Crystal report application uses.

 

I have seen this problem and re-installing the user tool has helped.
Also ensuring that the user DSN is pointed to the right server (Each
user must manually configure the Remedy ODBC under User DSN then it will
allow the users to access the reports without error) has also resolved
this problem. 

 

If the problem still exists then open the report in crystal 11 versions
and re-save it. I hope this helps because user tool 7.x version is
compatible with crystal 11 reports."

 

 

My laptop which is a fresh install of Windows XP Pro and WUT 7.0.1 patch
6 displays the 1904 error so it's not strictly WUT version related. I
actually re-installed over the top and still get the error on this clean
laptop (which has never had any version of Crystal tools on it nor any
other version of the WUT). The laptop has a user DSN for Remedy as does
the server.

 

Of course we don't own any version of Crystal higher than 9 so upgrading
it not an option at this time.

 

 

___

Re: Question: Task 7.x (patch 6) - Defect or By Design

[T. Dee]

7.0.03 - Patch 006

On 3/5/08, Howard Richter <[EMAIL PROTECTED]> wrote:
> **
> Dee,
>
> What patch level are you at?
>
> That should work.
>
> hbr
>
>
> On Wed, Mar 5, 2008 at 11:51 AM, T. Dee <[EMAIL PROTECTED]> wrote:
> > I'm putting it in the field called "Request ID" - 5th field from the
> > top on the far right side.  This is where the Change Number is.
> >
> >
> >
> > On 3/5/08, Howard Richter <[EMAIL PROTECTED]> wrote:
> > > **
> >
> >
> >
> > > Dee,
> > >
> > > What field are you putting in the change number?
> > >
> > > A screen shot might help.
> > >
> > > Hbr
> > >
> > >
> > > On Wed, Mar 5, 2008 at 11:04 AM, T. Dee <[EMAIL PROTECTED]> wrote:
> > > >
> > > > If you go into Task and enter just the Task number (e.g. 172) and
> > > > search it pulls up the record.
> > > >
> > > > However, if you enter in the Change number in the "Request ID" field
> > > > on Task and search it will not work.
> > > >
> > > >
> > >
> ___
> > > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> > > > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > > >
> > >
> > >
> > >
> > > --
> > > Howard Richter
> > > ITIL Foundation Certified
> > > Red Hat Certified Technician
> > > CompTIA Linux+ Certified
> > > [EMAIL PROTECTED]
> > > Resume =
> > >
> http://hotjobs.yahoo.com/resumes/hrichter_1/masterresume20(2)
> > > __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"
> >
>
>
>
> --
> Howard Richter
> ITIL Foundation Certified
> Red Hat Certified Technician
> CompTIA Linux+ Certified
> [EMAIL PROTECTED]
> Resume =
> http://hotjobs.yahoo.com/resumes/hrichter_1/masterresume20(2)
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: Control over Request ID

[Ganga Prasad]

Neel
Let me be bit more clearer. Lets say I have last request ID
0012345.I am going ahead with a new ticket. I don't save the ticket
and cancel it.
Next I am creating a ticket and saving it then my new request ID will be
0012347 instead of 0012346.

My understanding behind this in above scenario is I tried to create a
instance of the ticket and the Next Reqest ID  is incremented by 1 and when
i again tried to create a ticket again the Next Reqest ID incremented by 1
and it gave me the number 0012347.

Is this the way it work ?

-- 
Thanks and Regards,
Ganga Prasad Pattnaik,
( Remedy Skilled Professional )


On Wed, Mar 5, 2008 at 10:36 PM, Rick Cook <[EMAIL PROTECTED]> wrote:

> ** I agree with Neel, whose reasons are sound.  The Interface_Create form
> does not always create an Incident, which is why there are gaps.
>
> Rick
>
>
> On Wed, Mar 5, 2008 at 8:57 AM, Neel Guatam <[EMAIL PROTECTED]>
> wrote:
>
> > Ganga,
> >
> > When you say 'requestID generated are not in sequence' - are you
> > referring to; for example; all the incidents created? If so, that's how
> > it works as when you open a new incident and select a customer, it
> > generated an incident ID and increment the nextID for that module.
> > However, when user cancels out and doesn't save that incident, the next
> > incident created will not be in sequence and have a gap of one. If many
> > users in production do that then you'll see the broken sequence and it's
> > normal. IF this is the case then I don't think you should be messing
> > with it.
> >
> > Just my $0.02
> >
> > Neel Gautam
> > Accenture - Chicago Delivery Centre
> > Core Values:Stewardship  *   Best People *
> > Client Value Creation*   One Global Network  *   Respect
> > for the Individual   *   Integrity
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:[EMAIL PROTECTED] On Behalf Of Ganga Prasad
> > Sent: Wednesday, March 05, 2008 10:50 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Control over Request ID
> >
> > **
> > Thanks Rick
> > In fact issue with me is that the request ID generated are not in
> > sequence. So can we make the is possible to break the sequence or if
> > broken then make it in order ?
> >
> > Thanks and Regards,
> > Ganga Prasad Pattnaik,
> > ( Remedy Skilled Professional )
> >
> >
> > On Wed, Mar 5, 2008 at 10:10 PM, Rick Cook <[EMAIL PROTECTED]> wrote:
> >
> >
> >** You can, but should do so carefully.  The nextId column in
> > the arschema table contains the number of the next Request ID for the
> > specified form.  Manipulating that manually is done by resetting the
> > value via SQL command, which should only be done under specific
> > controlled conditions, which are listed in the Remedy documentation.
> > Failure to think through the process carefully may result in the form
> > being unable to accept further entries until the problem is fixed.
> >
> >If you want to present a different type of number to customers,
> > or exercise more control over it, I would recommend that you create and
> > use a different field.
> >
> >Rick
> >
> >
> >On Wed, Mar 5, 2008 at 8:19 AM, Ganga Prasad
> > <[EMAIL PROTECTED]> wrote:
> >
> >
> >**
> >
> >Hi All
> >
> >Do we have any control over the sequence of Request ID ?
> > My understanding is that this number us generated automatically. Can we
> > control the way it is getting generated ?
> >
> >
> >
> > 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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> >
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Re: Control over Request ID

[Rick Cook]

Correct.  12346 was allocated, but was then discarded before it became a
viewable Incident.

Rick

On Wed, Mar 5, 2008 at 10:32 AM, Ganga Prasad <[EMAIL PROTECTED]> wrote:

> ** Neel
> Let me be bit more clearer. Lets say I have last request ID
> 0012345.I am going ahead with a new ticket. I don't save the
> ticket and cancel it.
> Next I am creating a ticket and saving it then my new request ID will be
> 0012347 instead of 0012346.
>
> My understanding behind this in above scenario is I tried to create a
> instance of the ticket and the Next Reqest ID  is incremented by 1 and when
> i again tried to create a ticket again the Next Reqest ID incremented by 1
> and it gave me the number 0012347.
>
> Is this the way it work ?
>
> --
> Thanks and Regards,
> Ganga Prasad Pattnaik,
> ( Remedy Skilled Professional )
>
>
> On Wed, Mar 5, 2008 at 10:36 PM, Rick Cook <[EMAIL PROTECTED]> wrote:
>
> > ** I agree with Neel, whose reasons are sound.  The Interface_Create
> > form does not always create an Incident, which is why there are gaps.
> >
> > Rick
> >
> >
> > On Wed, Mar 5, 2008 at 8:57 AM, Neel Guatam <[EMAIL PROTECTED]>
> > wrote:
> >
> > > Ganga,
> > >
> > > When you say 'requestID generated are not in sequence' - are you
> > > referring to; for example; all the incidents created? If so, that's
> > > how
> > > it works as when you open a new incident and select a customer, it
> > > generated an incident ID and increment the nextID for that module.
> > > However, when user cancels out and doesn't save that incident, the
> > > next
> > > incident created will not be in sequence and have a gap of one. If
> > > many
> > > users in production do that then you'll see the broken sequence and
> > > it's
> > > normal. IF this is the case then I don't think you should be messing
> > > with it.
> > >
> > > Just my $0.02
> > >
> > > Neel Gautam
> > > Accenture - Chicago Delivery Centre
> > > Core Values:Stewardship  *   Best People *
> > > Client Value Creation*   One Global Network  *
> > > Respect
> > > for the Individual   *   Integrity
> > >
> > > -Original Message-
> > > From: Action Request System discussion list(ARSList)
> > > [mailto:[EMAIL PROTECTED] On Behalf Of Ganga Prasad
> > > Sent: Wednesday, March 05, 2008 10:50 AM
> > > To: arslist@ARSLIST.ORG
> > > Subject: Re: Control over Request ID
> > >
> > > **
> > > Thanks Rick
> > > In fact issue with me is that the request ID generated are not in
> > > sequence. So can we make the is possible to break the sequence or if
> > > broken then make it in order ?
> > >
> > > Thanks and Regards,
> > > Ganga Prasad Pattnaik,
> > > ( Remedy Skilled Professional )
> > >
> > >
> > > On Wed, Mar 5, 2008 at 10:10 PM, Rick Cook <[EMAIL PROTECTED]>
> > > wrote:
> > >
> > >
> > >** You can, but should do so carefully.  The nextId column in
> > > the arschema table contains the number of the next Request ID for the
> > > specified form.  Manipulating that manually is done by resetting the
> > > value via SQL command, which should only be done under specific
> > > controlled conditions, which are listed in the Remedy documentation.
> > > Failure to think through the process carefully may result in the form
> > > being unable to accept further entries until the problem is fixed.
> > >
> > >If you want to present a different type of number to customers,
> > > or exercise more control over it, I would recommend that you create
> > > and
> > > use a different field.
> > >
> > >Rick
> > >
> > >
> > >On Wed, Mar 5, 2008 at 8:19 AM, Ganga Prasad
> > > <[EMAIL PROTECTED]> wrote:
> > >
> > >
> > >**
> > >
> > >Hi All
> > >
> > >Do we have any control over the sequence of Request ID
> > > ?
> > > My understanding is that this number us generated automatically. Can
> > > we
> > > control the way it is getting generated ?
> > >
> > >
> > >
> > > 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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> > > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > >
> >
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> > html___
>
>
>
>
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Re: Pad the info

[Ganga Prasad]

Hi Mark

For your purpose try the following

((($Trouble Ticket #$ +  " ") + RPAD($Company$, LENGTH, " ") +  " ") +
$Status$

This LENGHT can be a constant or it can be calculated to be Max Lenght of
Company Field.

Thanks and Regards,
Ganga Prasad Pattnaik,
( Remedy Skilled Professional )

On Tue, Mar 4, 2008 at 6:48 PM, Carey Matthew Black <[EMAIL PROTECTED]>
wrote:

> Mark,
>
> Be warned... your approach assumes that the user will be viewing the
> output in a fixed width font. If they are using a variable width font
> (like my gmail account uses) then the value will likely not align.
>
> If you really want formatting that is likely to be as you expect it,
> then either send it in an attached PDF, or as HTML. I know of no
> better solutions to deal with formatting issues than those two paths.
>
> --
> 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 Mon, Mar 3, 2008 at 2:17 PM, Brittain, Mark <[EMAIL PROTECTED]>
> wrote:
> > **
> >
> >
> > Hi All,
> >
> > I have an escalation that looks for Trouble Tickets that have not  been
> > touched in a week. When there is a match, I do a set fields to another
> form.
> > Then I have another escalation that emails out the results. The fields
> > pushed are
> >
> > ((($Trouble Ticket #$ +  " ") + $Company$) +  " ") + $Status$
> >
> > The problem is the Company name can be all different lengths, so the
> result
> > is wavy. Like this
> > TT#01064088 Corporate Systems - Internal WorkInProgress
> > TT#01077255 NaviSite, Inc. Assigned
> >
> > I would like it to be placed like this
> > TT#01064088 Corporate Systems - InternalWorkInProgress
> > TT#01077255 NaviSite, Inc.   Assigned
> >
> >
> > Is there a way to do that?
> >
> > Thanks
> > Mark
> >
> > Mark Brittain
> > ESM Remedy Developer
> > NaviSite Inc.
>
>
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Report Creator form and Status.TIME.Closed problem

[Reiser, John J]

Hello Listers,

ARS 6.3 patch 021
MS SQL Server 2000

Has anyone experienced a problem when using the Report Creator form
using the Status.TIME.Closed as a reporting field?

It seems that when the report is created everything is fine but when the
report runs there are two columns of Status.TIME.Closed. If you edit the
report in the Report Creator form you will see the extra fields listed
in the  text box on the Fields tab.

If you try to remove the extra field even more get added. Removing every
instance of the field is the only way to stop the growth but then we are
missing the field data that we need in the report.

As a work around I added a Date/Time field to the form and a filter
posts the Status.TIME.Closed to this field on ticket closure. It works
but I shouldn't have to add extra fields for something that already
exists.

TIA,

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

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Question: Overview Console - ITSM 7 - Patch 6

[T. Dee]

Has anyone experienced issues with the Overview Console?

When I go into the Overview Console I see Tasks that are NOT Assigned
to me, as well I don't belong to any of the Groups of the Tasks that
are showing.

Odd behaviour.

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Re: Control over Request ID

[Thomas Bean]

Rick,
This is NOT the normal, default behavior for a the Request ID assignment on a 
standard Remedy form.

Unless there is workflow to get the next ID value prior to saving the entry, 
the default behavior is for the Request ID not to be assigned until the entry 
is initially saved.

In the form properties, is 'Enable Next Request ID Block Size' checked?  If so, 
what is the value for the Next Request ID Block Size?

--Thomas

  - Original Message - 
  From: Rick Cook 
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Wednesday, March 05, 2008 12:38 PM
  Subject: Re: Control over Request ID


  ** Correct.  12346 was allocated, but was then discarded before it became a 
viewable Incident.

  Rick


  On Wed, Mar 5, 2008 at 10:32 AM, Ganga Prasad <[EMAIL PROTECTED]> wrote:

** Neel
Let me be bit more clearer. Lets say I have last request ID 
0012345.I am going ahead with a new ticket. I don't save the ticket and 
cancel it.
Next I am creating a ticket and saving it then my new request ID will be 
0012347 instead of 0012346.

My understanding behind this in above scenario is I tried to create a 
instance of the ticket and the Next Reqest ID  is incremented by 1 and when i 
again tried to create a ticket again the Next Reqest ID incremented by 1 and it 
gave me the number 0012347.

Is this the way it work ?

-- 
Thanks and Regards,
Ganga Prasad Pattnaik,
( Remedy Skilled Professional )



On Wed, Mar 5, 2008 at 10:36 PM, Rick Cook <[EMAIL PROTECTED]> wrote:

  ** I agree with Neel, whose reasons are sound.  The Interface_Create form 
does not always create an Incident, which is why there are gaps.

  Rick



  On Wed, Mar 5, 2008 at 8:57 AM, Neel Guatam <[EMAIL PROTECTED]> wrote:

Ganga,

When you say 'requestID generated are not in sequence' - are you
referring to; for example; all the incidents created? If so, that's how
it works as when you open a new incident and select a customer, it
generated an incident ID and increment the nextID for that module.
However, when user cancels out and doesn't save that incident, the next
incident created will not be in sequence and have a gap of one. If many
users in production do that then you'll see the broken sequence and it's
normal. IF this is the case then I don't think you should be messing
with it.

Just my $0.02

Neel Gautam
Accenture - Chicago Delivery Centre
Core Values:Stewardship  *   Best People *
Client Value Creation*   One Global Network  *   Respect
for the Individual   *   Integrity


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ganga Prasad
Sent: Wednesday, March 05, 2008 10:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: Control over Request ID

**
Thanks Rick
In fact issue with me is that the request ID generated are not in
sequence. So can we make the is possible to break the sequence or if
broken then make it in order ?

Thanks and Regards,
Ganga Prasad Pattnaik,
( Remedy Skilled Professional )


On Wed, Mar 5, 2008 at 10:10 PM, Rick Cook <[EMAIL PROTECTED]> wrote:


   ** You can, but should do so carefully.  The nextId column in
the arschema table contains the number of the next Request ID for the
specified form.  Manipulating that manually is done by resetting the
value via SQL command, which should only be done under specific
controlled conditions, which are listed in the Remedy documentation.
Failure to think through the process carefully may result in the form
being unable to accept further entries until the problem is fixed.

   If you want to present a different type of number to customers,
or exercise more control over it, I would recommend that you create and
use a different field.

   Rick


   On Wed, Mar 5, 2008 at 8:19 AM, Ganga Prasad
<[EMAIL PROTECTED]> wrote:


   **

   Hi All

   Do we have any control over the sequence of Request ID ?
My understanding is that this number us generated automatically. Can we
control the way it is getting generated ?




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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Re: Control over Request ID

[Rick Cook]

You are correct, Thomas, except that ITSM 7 doesn't use Entry IDs on the
Help Desk form the way we're used to.  I've seen this happen myself.
Technically, every Entry ID is represented by a record, but some are created
and discarded before they're viewable by anyone.  I didn't build it...

Rick

On Wed, Mar 5, 2008 at 11:33 AM, Thomas Bean <[EMAIL PROTECTED]> wrote:

> ** Rick,
> This is NOT the normal, default behavior for a the Request ID assignment
> on a standard Remedy form.
>
> Unless there is workflow to get the next ID value prior to saving the
> entry, the default behavior is for the Request ID not to be assigned until
> the entry is initially saved.
>
> In the form properties, is 'Enable Next Request ID Block Size' checked?
> If so, what is the value for the Next Request ID Block Size?
>
> --Thomas
>
>
> - Original Message -
> *From:* Rick Cook <[EMAIL PROTECTED]>
> *Newsgroups:* gmane.comp.crm.arsystem.general
> *To:* arslist@ARSLIST.ORG
> *Sent:* Wednesday, March 05, 2008 12:38 PM
> *Subject:* Re: Control over Request ID
>
> ** Correct.  12346 was allocated, but was then discarded before it became
> a viewable Incident.
>
> Rick
>
> On Wed, Mar 5, 2008 at 10:32 AM, Ganga Prasad <[EMAIL PROTECTED]> wrote:
>
> > ** Neel
> > Let me be bit more clearer. Lets say I have last request ID
> > 0012345.I am going ahead with a new ticket. I don't save the
> > ticket and cancel it.
> > Next I am creating a ticket and saving it then my new request ID will be
> > 0012347 instead of 0012346.
> >
> > My understanding behind this in above scenario is I tried to create a
> > instance of the ticket and the Next Reqest ID  is incremented by 1 and when
> > i again tried to create a ticket again the Next Reqest ID incremented by 1
> > and it gave me the number 0012347.
> >
> > Is this the way it work ?
> >
> > --
> > Thanks and Regards,
> > Ganga Prasad Pattnaik,
> > ( Remedy Skilled Professional )
> >
> >
> > On Wed, Mar 5, 2008 at 10:36 PM, Rick Cook <[EMAIL PROTECTED]> wrote:
> >
> > > ** I agree with Neel, whose reasons are sound.  The Interface_Create
> > > form does not always create an Incident, which is why there are gaps.
> > >
> > > Rick
> > >
> > >
> > > On Wed, Mar 5, 2008 at 8:57 AM, Neel Guatam <[EMAIL PROTECTED]>
> > > wrote:
> > >
> > > > Ganga,
> > > >
> > > > When you say 'requestID generated are not in sequence' - are you
> > > > referring to; for example; all the incidents created? If so, that's
> > > > how
> > > > it works as when you open a new incident and select a customer, it
> > > > generated an incident ID and increment the nextID for that module.
> > > > However, when user cancels out and doesn't save that incident, the
> > > > next
> > > > incident created will not be in sequence and have a gap of one. If
> > > > many
> > > > users in production do that then you'll see the broken sequence and
> > > > it's
> > > > normal. IF this is the case then I don't think you should be messing
> > > > with it.
> > > >
> > > > Just my $0.02
> > > >
> > > > Neel Gautam
> > > > Accenture - Chicago Delivery Centre
> > > > Core Values:Stewardship  *   Best People *
> > > > Client Value Creation*   One Global Network  *
> > > > Respect
> > > > for the Individual   *   Integrity
> > > >
> > > > -Original Message-
> > > > From: Action Request System discussion list(ARSList)
> > > > [mailto:[EMAIL PROTECTED] On Behalf Of Ganga Prasad
> > > > Sent: Wednesday, March 05, 2008 10:50 AM
> > > > To: arslist@ARSLIST.ORG
> > > > Subject: Re: Control over Request ID
> > > >
> > > > **
> > > > Thanks Rick
> > > > In fact issue with me is that the request ID generated are not in
> > > > sequence. So can we make the is possible to break the sequence or if
> > > > broken then make it in order ?
> > > >
> > > > Thanks and Regards,
> > > > Ganga Prasad Pattnaik,
> > > > ( Remedy Skilled Professional )
> > > >
> > > >
> > > > On Wed, Mar 5, 2008 at 10:10 PM, Rick Cook <[EMAIL PROTECTED]>
> > > > wrote:
> > > >
> > > >
> > > >** You can, but should do so carefully.  The nextId column in
> > > > the arschema table contains the number of the next Request ID for
> > > > the
> > > > specified form.  Manipulating that manually is done by resetting the
> > > > value via SQL command, which should only be done under specific
> > > > controlled conditions, which are listed in the Remedy documentation.
> > > > Failure to think through the process carefully may result in the
> > > > form
> > > > being unable to accept further entries until the problem is fixed.
> > > >
> > > >If you want to present a different type of number to
> > > > customers,
> > > > or exercise more control over it, I would recommend that you create
> > > > and
> > > > use a different field.
> > > >
> > > >Rick
> > > >
> > > >
> > > >On Wed, Mar 5, 2008 at 8:19 AM, Ganga Prasad
> > > > <[EMAIL PROTECTED]> wrote:
> > > >
> > > >
> > > >

Re: Question: Task 7.x (patch 6) - Defect or By Design

[Howard Richter]

Dee,

I just tried it on a patch 4 system and it worked.

1. Looked for any tasks tied to a change request (found one that had 4
tasks)
2. Opened up one of the tasks and copied the Request ID number
"CRQxxx"
3. Opened up the task form in search and then pasted in the CRQ number.

The system found all 4 tasks.

It could be an issue with patch 6.

hbr

On Wed, Mar 5, 2008 at 1:05 PM, T. Dee <[EMAIL PROTECTED]> wrote:

> 7.0.03 - Patch 006
>
> On 3/5/08, Howard Richter <[EMAIL PROTECTED]> wrote:
> > **
> > Dee,
> >
> > What patch level are you at?
> >
> > That should work.
> >
> > hbr
> >
> >
> > On Wed, Mar 5, 2008 at 11:51 AM, T. Dee <[EMAIL PROTECTED]> wrote:
> > > I'm putting it in the field called "Request ID" - 5th field from the
> > > top on the far right side.  This is where the Change Number is.
> > >
> > >
> > >
> > > On 3/5/08, Howard Richter <[EMAIL PROTECTED]> wrote:
> > > > **
> > >
> > >
> > >
> > > > Dee,
> > > >
> > > > What field are you putting in the change number?
> > > >
> > > > A screen shot might help.
> > > >
> > > > Hbr
> > > >
> > > >
> > > > On Wed, Mar 5, 2008 at 11:04 AM, T. Dee <[EMAIL PROTECTED]> wrote:
> > > > >
> > > > > If you go into Task and enter just the Task number (e.g. 172) and
> > > > > search it pulls up the record.
> > > > >
> > > > > However, if you enter in the Change number in the "Request ID"
> field
> > > > > on Task and search it will not work.
> > > > >
> > > > >
> > > >
> >
> ___
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> > > > > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers
> Are"
> > > > >
> > > >
> > > >
> > > >
> > > > --
> > > > Howard Richter
> > > > ITIL Foundation Certified
> > > > Red Hat Certified Technician
> > > > CompTIA Linux+ Certified
> > > > [EMAIL PROTECTED]
> > > > Resume =
> > > >
> > http://hotjobs.yahoo.com/resumes/hrichter_1/masterresume20(2)
> > > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers
> Are"
> > > > html___
> > >
> > >
> > >
> > >
> > >
> >
> ___
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> > >
> >
> >
> >
> > --
> > Howard Richter
> > ITIL Foundation Certified
> > Red Hat Certified Technician
> > CompTIA Linux+ Certified
> > [EMAIL PROTECTED]
> > Resume =
> > http://hotjobs.yahoo.com/resumes/hrichter_1/masterresume20(2)
> > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > html___
>
>
> ___
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>



-- 
Howard Richter
ITIL Foundation Certified
Red Hat Certified Technician
CompTIA Linux+ Certified
[EMAIL PROTECTED]
Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/masterresume20(2)

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Re: Question: Overview Console - ITSM 7 - Patch 6

[Howard Richter]

I opened up that bug on patch 7.0.0 patch 2. Also check and see if you are
missing some assigments as well.

I guess they still have not fixed it.

hbr

On Wed, Mar 5, 2008 at 2:23 PM, T. Dee <[EMAIL PROTECTED]> wrote:

> Has anyone experienced issues with the Overview Console?
>
> When I go into the Overview Console I see Tasks that are NOT Assigned
> to me, as well I don't belong to any of the Groups of the Tasks that
> are showing.
>
> Odd behaviour.
>
>
> ___
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> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>



-- 
Howard Richter
ITIL Foundation Certified
Red Hat Certified Technician
CompTIA Linux+ Certified
[EMAIL PROTECTED]
Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/masterresume20(2)

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Re: Control over Request ID

[Thomas Bean]

Hi Rick,
I don't think Ganga ever said he was using ITSM 7.0 -- he just mentioned ARS 
7.0.01.

--Thomas

  - Original Message - 
  From: Rick Cook 
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Wednesday, March 05, 2008 1:54 PM
  Subject: Re: Control over Request ID


  ** You are correct, Thomas, except that ITSM 7 doesn't use Entry IDs on the 
Help Desk form the way we're used to.  I've seen this happen myself.  
Technically, every Entry ID is represented by a record, but some are created 
and discarded before they're viewable by anyone.  I didn't build it...

  Rick


  On Wed, Mar 5, 2008 at 11:33 AM, Thomas Bean <[EMAIL PROTECTED]> wrote:

** 
Rick,
This is NOT the normal, default behavior for a the Request ID assignment on 
a standard Remedy form.

Unless there is workflow to get the next ID value prior to saving the 
entry, the default behavior is for the Request ID not to be assigned until the 
entry is initially saved.

In the form properties, is 'Enable Next Request ID Block Size' checked?  If 
so, what is the value for the Next Request ID Block Size?

--Thomas

  - Original Message - 
  From: Rick Cook 
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Wednesday, March 05, 2008 12:38 PM
  Subject: Re: Control over Request ID


  ** Correct.  12346 was allocated, but was then discarded before it became 
a viewable Incident.

  Rick


  On Wed, Mar 5, 2008 at 10:32 AM, Ganga Prasad <[EMAIL PROTECTED]> wrote:

** Neel
Let me be bit more clearer. Lets say I have last request ID 
0012345.I am going ahead with a new ticket. I don't save the ticket and 
cancel it.
Next I am creating a ticket and saving it then my new request ID will 
be 0012347 instead of 0012346.

My understanding behind this in above scenario is I tried to create a 
instance of the ticket and the Next Reqest ID  is incremented by 1 and when i 
again tried to create a ticket again the Next Reqest ID incremented by 1 and it 
gave me the number 0012347.

Is this the way it work ?

-- 
Thanks and Regards,
Ganga Prasad Pattnaik,
( Remedy Skilled Professional )



On Wed, Mar 5, 2008 at 10:36 PM, Rick Cook <[EMAIL PROTECTED]> wrote:

  ** I agree with Neel, whose reasons are sound.  The Interface_Create 
form does not always create an Incident, which is why there are gaps.

  Rick 



  On Wed, Mar 5, 2008 at 8:57 AM, Neel Guatam <[EMAIL PROTECTED]> wrote:

Ganga,

When you say 'requestID generated are not in sequence' - are you
referring to; for example; all the incidents created? If so, that's 
how
it works as when you open a new incident and select a customer, it
generated an incident ID and increment the nextID for that module.
However, when user cancels out and doesn't save that incident, the 
next
incident created will not be in sequence and have a gap of one. If 
many
users in production do that then you'll see the broken sequence and 
it's
normal. IF this is the case then I don't think you should be messing
with it.

Just my $0.02

Neel Gautam
Accenture - Chicago Delivery Centre
Core Values:Stewardship  *   Best People *
Client Value Creation*   One Global Network  *   
Respect
for the Individual   *   Integrity


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ganga Prasad
Sent: Wednesday, March 05, 2008 10:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: Control over Request ID

**
Thanks Rick
In fact issue with me is that the request ID generated are not in
sequence. So can we make the is possible to break the sequence or if
broken then make it in order ?

Thanks and Regards,
Ganga Prasad Pattnaik,
( Remedy Skilled Professional )


On Wed, Mar 5, 2008 at 10:10 PM, Rick Cook <[EMAIL PROTECTED]> 
wrote:


   ** You can, but should do so carefully.  The nextId column in
the arschema table contains the number of the next Request ID for 
the
specified form.  Manipulating that manually is done by resetting the
value via SQL command, which should only be done under specific
controlled conditions, which are listed in the Remedy documentation.
Failure to think through the process carefully may result in the 
form
being unable to accept further entries until the problem is fixed.

  

Re: Question: Task 7.x (patch 6) - Defect or By Design

[T. Dee]

It works if I paste the change number in, but if I type just the
number "513" it will not work.

Users are not going to want to put in the full Change Number CRQ513.


On 3/5/08, Howard Richter <[EMAIL PROTECTED]> wrote:
> **
> Dee,
>
> I just tried it on a patch 4 system and it worked.
>
> 1. Looked for any tasks tied to a change request (found one that had 4
> tasks)
> 2. Opened up one of the tasks and copied the Request ID number
> "CRQxxx"
> 3. Opened up the task form in search and then pasted in the CRQ number.
>
> The system found all 4 tasks.
>
> It could be an issue with patch 6.
>
> hbr
>
> On Wed, Mar 5, 2008 at 1:05 PM, T. Dee <[EMAIL PROTECTED]> wrote:
> > 7.0.03 - Patch 006
> >
> >
> >
> >
> > On 3/5/08, Howard Richter <[EMAIL PROTECTED]> wrote:
> > > **
> > > Dee,
> > >
> > > What patch level are you at?
> > >
> > > That should work.
> > >
> > > hbr
> > >
> > >
> > > On Wed, Mar 5, 2008 at 11:51 AM, T. Dee <[EMAIL PROTECTED]> wrote:
> > > > I'm putting it in the field called "Request ID" - 5th field from the
> > > > top on the far right side.  This is where the Change Number is.
> > > >
> > > >
> > > >
> > > > On 3/5/08, Howard Richter <[EMAIL PROTECTED]> wrote:
> > > > > **
> > > >
> > > >
> > > >
> > > > > Dee,
> > > > >
> > > > > What field are you putting in the change number?
> > > > >
> > > > > A screen shot might help.
> > > > >
> > > > > Hbr
> > > > >
> > > > >
> > > > > On Wed, Mar 5, 2008 at 11:04 AM, T. Dee <[EMAIL PROTECTED]> wrote:
> > > > > >
> > > > > > If you go into Task and enter just the Task number (e.g. 172) and
> > > > > > search it pulls up the record.
> > > > > >
> > > > > > However, if you enter in the Change number in the "Request ID"
> field
> > > > > > on Task and search it will not work.
> > > > > >
> > > > > >
> > > > >
> > >
> ___
> > > > > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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> Are"
> > > > > >
> > > > >
> > > > >
> > > > >
> > > > > --
> > > > > Howard Richter
> > > > > ITIL Foundation Certified
> > > > > Red Hat Certified Technician
> > > > > CompTIA Linux+ Certified
> > > > > [EMAIL PROTECTED]
> > > > > Resume =
> > > > >
> > >
> http://hotjobs.yahoo.com/resumes/hrichter_1/masterresume20(2)
> > > > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers
> Are"
> > > > > html___
> > > >
> > > >
> > > >
> > > >
> > > >
> > >
> ___
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> > > >
> > >
> > >
> > >
> > > --
> > > Howard Richter
> > > ITIL Foundation Certified
> > > Red Hat Certified Technician
> > > CompTIA Linux+ Certified
> > > [EMAIL PROTECTED]
> > > Resume =
> > >
> http://hotjobs.yahoo.com/resumes/hrichter_1/masterresume20(2)
> > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > > html___
> >
> >
> ___
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> >
>
>
>
> --
> Howard Richter
> ITIL Foundation Certified
> Red Hat Certified Technician
> CompTIA Linux+ Certified
> [EMAIL PROTECTED]
> Resume =
> http://hotjobs.yahoo.com/resumes/hrichter_1/masterresume20(2)
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: Question: Overview Console - ITSM 7 - Patch 6

[T. Dee]

H - thanks - I thought it was a defect.

Oh well.

Ty


On 3/5/08, Howard Richter <[EMAIL PROTECTED]> wrote:
> **
> I opened up that bug on patch 7.0.0 patch 2. Also check and see if you are
> missing some assigments as well.
>
> I guess they still have not fixed it.
>
> hbr
>
>
> On Wed, Mar 5, 2008 at 2:23 PM, T. Dee <[EMAIL PROTECTED]> wrote:
> >
> > Has anyone experienced issues with the Overview Console?
> >
> > When I go into the Overview Console I see Tasks that are NOT Assigned
> > to me, as well I don't belong to any of the Groups of the Tasks that
> > are showing.
> >
> > Odd behaviour.
> >
> >
> ___
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> >
>
>
>
> --
> Howard Richter
> ITIL Foundation Certified
> Red Hat Certified Technician
> CompTIA Linux+ Certified
> [EMAIL PROTECTED]
> Resume =
> http://hotjobs.yahoo.com/resumes/hrichter_1/masterresume20(2)
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Question: ITSM 7 - Change - Auto Assignment

[T. Dee]

I have configured the "Auto Assignment" for Change to assign to the
Change Management Group, however, they are asking for me to assign it
to a specific person.  There is no place in the Assignment
Configuration Form to do this.

Any work arounds?

Thanks!

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Re: Control over Request ID

[Rick Cook]

Quite true, Thomas - an assumption on my part, based on having asked the
question myself while configuring ITSM 7.  So, Ganga, are you using ITSM 7?

Rick

On Wed, Mar 5, 2008 at 12:11 PM, Thomas Bean <[EMAIL PROTECTED]> wrote:

> ** Hi Rick,
> I don't think Ganga ever said he was using ITSM 7.0 -- he just mentioned
> ARS 7.0.01.
>
> --Thomas
>
>
> - Original Message -
> *From:* Rick Cook <[EMAIL PROTECTED]>
> *Newsgroups:* gmane.comp.crm.arsystem.general
> *To:* arslist@ARSLIST.ORG
> *Sent:* Wednesday, March 05, 2008 1:54 PM
> *Subject:* Re: Control over Request ID
>
> ** You are correct, Thomas, except that ITSM 7 doesn't use Entry IDs on
> the Help Desk form the way we're used to.  I've seen this happen myself.
> Technically, every Entry ID is represented by a record, but some are created
> and discarded before they're viewable by anyone.  I didn't build it...
>
> Rick
>
> On Wed, Mar 5, 2008 at 11:33 AM, Thomas Bean <[EMAIL PROTECTED]> wrote:
>
> > ** Rick,
> > This is NOT the normal, default behavior for a the Request ID assignment
> > on a standard Remedy form.
> >
> > Unless there is workflow to get the next ID value prior to saving the
> > entry, the default behavior is for the Request ID not to be assigned until
> > the entry is initially saved.
> >
> > In the form properties, is 'Enable Next Request ID Block Size' checked?
> > If so, what is the value for the Next Request ID Block Size?
> >
> > --Thomas
> >
> >
> >  - Original Message -
> > *From:* Rick Cook <[EMAIL PROTECTED]>
> > *Newsgroups:* gmane.comp.crm.arsystem.general
> > *To:* arslist@ARSLIST.ORG
> > *Sent:* Wednesday, March 05, 2008 12:38 PM
> > *Subject:* Re: Control over Request ID
> >
> >  ** Correct.  12346 was allocated, but was then discarded before it
> > became a viewable Incident.
> >
> > Rick
> >
> > On Wed, Mar 5, 2008 at 10:32 AM, Ganga Prasad <[EMAIL PROTECTED]>
> > wrote:
> >
> > > ** Neel
> > > Let me be bit more clearer. Lets say I have last request ID
> > > 0012345.I am going ahead with a new ticket. I don't save the
> > > ticket and cancel it.
> > > Next I am creating a ticket and saving it then my new request ID will
> > > be 0012347 instead of 0012346.
> > >
> > > My understanding behind this in above scenario is I tried to create a
> > > instance of the ticket and the Next Reqest ID  is incremented by 1 and 
> > > when
> > > i again tried to create a ticket again the Next Reqest ID incremented by 1
> > > and it gave me the number 0012347.
> > >
> > > Is this the way it work ?
> > >
> > > --
> > > Thanks and Regards,
> > > Ganga Prasad Pattnaik,
> > > ( Remedy Skilled Professional )
> > >
> > >
> > > On Wed, Mar 5, 2008 at 10:36 PM, Rick Cook <[EMAIL PROTECTED]>
> > > wrote:
> > >
> > > > ** I agree with Neel, whose reasons are sound.  The Interface_Create
> > > > form does not always create an Incident, which is why there are gaps.
> > > >
> > > > Rick
> > > >
> > > >
> > > > On Wed, Mar 5, 2008 at 8:57 AM, Neel Guatam <
> > > > [EMAIL PROTECTED]> wrote:
> > > >
> > > > > Ganga,
> > > > >
> > > > > When you say 'requestID generated are not in sequence' - are you
> > > > > referring to; for example; all the incidents created? If so,
> > > > > that's how
> > > > > it works as when you open a new incident and select a customer, it
> > > > > generated an incident ID and increment the nextID for that module.
> > > > > However, when user cancels out and doesn't save that incident, the
> > > > > next
> > > > > incident created will not be in sequence and have a gap of one. If
> > > > > many
> > > > > users in production do that then you'll see the broken sequence
> > > > > and it's
> > > > > normal. IF this is the case then I don't think you should be
> > > > > messing
> > > > > with it.
> > > > >
> > > > > Just my $0.02
> > > > >
> > > > > Neel Gautam
> > > > > Accenture - Chicago Delivery Centre
> > > > > Core Values:Stewardship  *   Best People *
> > > > > Client Value Creation*   One Global Network  *
> > > > > Respect
> > > > > for the Individual   *   Integrity
> > > > >
> > > > > -Original Message-
> > > > > From: Action Request System discussion list(ARSList)
> > > > > [mailto:[EMAIL PROTECTED] On Behalf Of Ganga Prasad
> > > > > Sent: Wednesday, March 05, 2008 10:50 AM
> > > > > To: arslist@ARSLIST.ORG
> > > > > Subject: Re: Control over Request ID
> > > > >
> > > > > **
> > > > > Thanks Rick
> > > > > In fact issue with me is that the request ID generated are not in
> > > > > sequence. So can we make the is possible to break the sequence or
> > > > > if
> > > > > broken then make it in order ?
> > > > >
> > > > > Thanks and Regards,
> > > > > Ganga Prasad Pattnaik,
> > > > > ( Remedy Skilled Professional )
> > > > >
> > > > >
> > > > > On Wed, Mar 5, 2008 at 10:10 PM, Rick Cook <[EMAIL PROTECTED]>
> > > > > wrote:
> > > > >
> > > > >
> > > > >** You can, but should do so carefully.  The nextId colu

Cleaning Up Groups

[Frank Caruso]

Is there a way to figure out whether a Remedy Group is being used in
work flow, field permission, run if statement etc ??

We are trying to clean up dozens of groups that are no longer
associated with any user, but would also like to know whether the
permission can be found on any Remedy objects.

Thank you

Frank

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Re: Cleaning Up Groups

[LJ Longwing]

ARInside provides that information 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Frank Caruso
Sent: Wednesday, March 05, 2008 1:23 PM
To: arslist@ARSLIST.ORG
Subject: Cleaning Up Groups

Is there a way to figure out whether a Remedy Group is being used in work
flow, field permission, run if statement etc ??

We are trying to clean up dozens of groups that are no longer associated
with any user, but would also like to know whether the permission can be
found on any Remedy objects.

Thank you

Frank


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Re: Question: ITSM 7 - Change - Auto Assignment

[Roger Justice]

There is no longer the ability to assign to a specific person. Open Appadmin 
console, Custom configuration?tab, Change Management, Advanced options then 
rules. In the Assignment engine area review the 3 ways an individual can be 
assigned.


-Original Message-
From: T. Dee <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wed, 5 Mar 2008 3:14 pm
Subject: Question: ITSM 7 - Change - Auto Assignment



I have configured the "Auto Assignment" for Change to assign to the
Change Management Group, however, they are asking for me to assign it
to a specific person.  There is no place in the Assignment
Configuration Form to do this.

Any work arounds?

Thanks!

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Re: Control over Request ID

[Roger Medsker]

Rick, Thomas,

 

Assumption: Ganga is using ITSM 7.x

 

What is happening is the following. When Ganga opens an Incident (or
Change), workflow performs a push to a "Ticket Num Generator" form which
generates a request ID for that form just like we're used to. Workflow then
sets the "Request ID" field (NOT field ID 1) for the Incident (or Change)
form to $LASTID$. If the Incident (or Change) is saved then the Request ID
is used. If the Incident was not saved the Request ID is abandoned. The next
time Ganga opens the form the process is repeated. If the previous (by
anyone) Request ID was used the current Request ID is one number greater
than the previous. If the previous Request ID was abandoned there will be a
gap.

 

Roger

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, March 05, 2008 1:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Control over Request ID

 

** You are correct, Thomas, except that ITSM 7 doesn't use Entry IDs on the
Help Desk form the way we're used to.  I've seen this happen myself.
Technically, every Entry ID is represented by a record, but some are created
and discarded before they're viewable by anyone.  I didn't build it...

Rick

On Wed, Mar 5, 2008 at 11:33 AM, Thomas Bean <[EMAIL PROTECTED]> wrote:

** 

Rick,

This is NOT the normal, default behavior for a the Request ID assignment on
a standard Remedy form.

 

Unless there is workflow to get the next ID value prior to saving the entry,
the default behavior is for the Request ID not to be assigned until the
entry is initially saved.

 

In the form properties, is 'Enable Next Request ID Block Size' checked?  If
so, what is the value for the Next Request ID Block Size?

 

--Thomas

 

- Original Message - 

From: Rick Cook   

Newsgroups: gmane.comp.crm.arsystem.general

To: arslist@ARSLIST.ORG 

Sent: Wednesday, March 05, 2008 12:38 PM

Subject: Re: Control over Request ID

 

** Correct.  12346 was allocated, but was then discarded before it became a
viewable Incident.

Rick

On Wed, Mar 5, 2008 at 10:32 AM, Ganga Prasad <[EMAIL PROTECTED]> wrote:

** Neel
Let me be bit more clearer. Lets say I have last request ID
0012345.I am going ahead with a new ticket. I don't save the ticket
and cancel it.
Next I am creating a ticket and saving it then my new request ID will be
0012347 instead of 0012346.

My understanding behind this in above scenario is I tried to create a
instance of the ticket and the Next Reqest ID  is incremented by 1 and when
i again tried to create a ticket again the Next Reqest ID incremented by 1
and it gave me the number 0012347.

Is this the way it work ?

-- 
Thanks and Regards,
Ganga Prasad Pattnaik,
( Remedy Skilled Professional )



On Wed, Mar 5, 2008 at 10:36 PM, Rick Cook <[EMAIL PROTECTED]> wrote:

** I agree with Neel, whose reasons are sound.  The Interface_Create form
does not always create an Incident, which is why there are gaps.

Rick 

 

On Wed, Mar 5, 2008 at 8:57 AM, Neel Guatam <[EMAIL PROTECTED]>
wrote:

Ganga,

When you say 'requestID generated are not in sequence' - are you
referring to; for example; all the incidents created? If so, that's how
it works as when you open a new incident and select a customer, it
generated an incident ID and increment the nextID for that module.
However, when user cancels out and doesn't save that incident, the next
incident created will not be in sequence and have a gap of one. If many
users in production do that then you'll see the broken sequence and it's
normal. IF this is the case then I don't think you should be messing
with it.

Just my $0.02

Neel Gautam
Accenture - Chicago Delivery Centre
Core Values:Stewardship  *   Best People *
Client Value Creation*   One Global Network  *   Respect
for the Individual   *   Integrity


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ganga Prasad
Sent: Wednesday, March 05, 2008 10:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: Control over Request ID

**
Thanks Rick
In fact issue with me is that the request ID generated are not in
sequence. So can we make the is possible to break the sequence or if
broken then make it in order ?

Thanks and Regards,
Ganga Prasad Pattnaik,
( Remedy Skilled Professional )


On Wed, Mar 5, 2008 at 10:10 PM, Rick Cook <[EMAIL PROTECTED]> wrote:


   ** You can, but should do so carefully.  The nextId column in
the arschema table contains the number of the next Request ID for the
specified form.  Manipulating that manually is done by resetting the
value via SQL command, which should only be done under specific
controlled conditions, which are listed in the Remedy documentation.
Failure to think through the process carefully may result in the form
being unable to accept further entries until the problem is fixed.

 

Re: Question: ITSM 7 - Change - Auto Assignment

[T. Dee]

Thanks - thought there might be another way.

On 3/5/08, Roger Justice <[EMAIL PROTECTED]> wrote:
> ** There is no longer the ability to assign to a specific person. Open
> Appadmin console, Custom configuration tab, Change Management, Advanced
> options then rules. In the Assignment engine area review the 3 ways an
> individual can be assigned.
>
>
>
> -Original Message-
> From: T. Dee <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Wed, 5 Mar 2008 3:14 pm
> Subject: Question: ITSM 7 - Change - Auto Assignment
>
> I have configured the "Auto Assignment" for Change to assign to the
Change
> Management Group, however, they are asking for me to assign it
to a specific
> person. There is no place in the Assignment
Configuration Form to do
> this.

Any work
> arounds?

Thanks!

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Very Simple Question

[Louis Cobuccio]

Okay guys I have a real easy one for you.

We are running AR System 7.0.1 patch 006 in a Windows environment.   I
am 
trying to build an active link which needs to add "1" to the current
value 
in an integer field on a form when the criteria is met.   I can't for
the 
life of me figure out the syntax needed to accomplish this.  Any help
would 
be great; the field name is Rplcmnt Access Card Count.

Thank you guys,
Lou

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Re: Very Simple Question

[Gayford, Matthew C.]

Just take the field ID and +1.

Example: $1$ + 1

Don't forget to commit the changes after that.

-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 Louis Cobuccio
Sent: Wednesday, March 05, 2008 3:55 PM
To: arslist@ARSLIST.ORG
Subject: Very Simple Question

Okay guys I have a real easy one for you.

We are running AR System 7.0.1 patch 006 in a Windows environment.   I
am 
trying to build an active link which needs to add "1" to the current
value 
in an integer field on a form when the criteria is met.   I can't for
the 
life of me figure out the syntax needed to accomplish this.  Any help
would 
be great; the field name is Rplcmnt Access Card Count.

Thank you guys,
Lou


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Re: Very Simple Question

[Pargeter, Christie]

$Rplcmnt Access Card Count$+1

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Louis Cobuccio
Sent: Wednesday, March 05, 2008 12:55 PM
To: arslist@ARSLIST.ORG
Subject: Very Simple Question

Okay guys I have a real easy one for you.

We are running AR System 7.0.1 patch 006 in a Windows environment.   I
am
trying to build an active link which needs to add "1" to the current value
in an integer field on a form when the criteria is met.   I can't for
the
life of me figure out the syntax needed to accomplish this.  Any help would be 
great; the field name is Rplcmnt Access Card Count.

Thank you guys,
Lou

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Re: Very Simple Question

[Louis Cobuccio]

I was using a Push Field action.  I'll add a Set Field.

Thanks Gang,
Lou

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Wednesday, March 05, 2008 4:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Very Simple Question

Setfield action
$Field$ + 1 

This will increment the value if $Field$ is an integer field

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Louis Cobuccio
Sent: Wednesday, March 05, 2008 1:55 PM
To: arslist@ARSLIST.ORG
Subject: Very Simple Question

Okay guys I have a real easy one for you.

We are running AR System 7.0.1 patch 006 in a Windows environment.   I
am
trying to build an active link which needs to add "1" to the current
value 
in an integer field on a form when the criteria is met.   I can't for
the
life of me figure out the syntax needed to accomplish this.  Any help
would
be great; the field name is Rplcmnt Access Card Count.

Thank you guys,
Lou



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Re: Very Simple Question

[LJ Longwing]

Setfield action
$Field$ + 1 

This will increment the value if $Field$ is an integer field

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Louis Cobuccio
Sent: Wednesday, March 05, 2008 1:55 PM
To: arslist@ARSLIST.ORG
Subject: Very Simple Question

Okay guys I have a real easy one for you.

We are running AR System 7.0.1 patch 006 in a Windows environment.   I
am
trying to build an active link which needs to add "1" to the current value 
in an integer field on a form when the criteria is met.   I can't for
the
life of me figure out the syntax needed to accomplish this.  Any help would
be great; the field name is Rplcmnt Access Card Count.

Thank you guys,
Lou


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Re: Very Simple Question

[Rick Cook]

Did you try using *Rplcmnt Access Card Count + 1* in a Set Fields?

Rick

On Wed, Mar 5, 2008 at 12:55 PM, Louis Cobuccio <[EMAIL PROTECTED]>
wrote:

> Okay guys I have a real easy one for you.
>
> We are running AR System 7.0.1 patch 006 in a Windows environment.   I
> am
> trying to build an active link which needs to add "1" to the current
> value
> in an integer field on a form when the criteria is met.   I can't for
> the
> life of me figure out the syntax needed to accomplish this.  Any help
> would
> be great; the field name is Rplcmnt Access Card Count.
>
> Thank you guys,
> Lou
>
>
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Re: Very Simple Question

[LJ Longwing]

Cool, since you are new, I'll give you a pointer.  Set is for getting
information from somewhere else (or current transaction) and updating fields
on this record with the values.  Push is for updating another record with
information. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Louis Cobuccio
Sent: Wednesday, March 05, 2008 2:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Very Simple Question

I was using a Push Field action.  I'll add a Set Field.

Thanks Gang,
Lou

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Wednesday, March 05, 2008 4:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Very Simple Question

Setfield action
$Field$ + 1 

This will increment the value if $Field$ is an integer field

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Louis Cobuccio
Sent: Wednesday, March 05, 2008 1:55 PM
To: arslist@ARSLIST.ORG
Subject: Very Simple Question

Okay guys I have a real easy one for you.

We are running AR System 7.0.1 patch 006 in a Windows environment.   I
am
trying to build an active link which needs to add "1" to the current value 
in an integer field on a form when the criteria is met.   I can't for
the
life of me figure out the syntax needed to accomplish this.  Any help would
be great; the field name is Rplcmnt Access Card Count.

Thank you guys,
Lou



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ARERR [302] Entry does not exist in database

[Tadeu Augusto Dutra Pinto]

Hi friends,
 
Anybody knows how can I hide this message when I delete a record on database?? 
Is there any tip to do this?
 
ARERR [302] Entry does not exist in database

 
Thankx very much
 
 
Tadeu Augusto Dutra Pinto
-
IT Web Services ATM 
Cinq Technologies
http://www.cinq.com.br 
[EMAIL PROTECTED]  
Fone: 41 3018-2833 - Cinq
Fone: 41 2107-5736 - HSBC Outsourcing
-
Confiabilidade, Inovação e Qualidade em T.I.

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ITSM Architect Needed (Full time position with benefits) for the Northeast Region (can be based in NY, NJ or CT)

[Melissa Wish]

We are seeking a talented ITSM Architect for our Northeast team.  This is a
full time position with a generous salary, bonus structure and benefits
package. You will primarily serve our customers who are located in your
region (New York, New Jersey, Connecticut), but travel will be required
based on project needs.   If you're interested in applying, please email
your resume as a PDF or MS Word document to  
[EMAIL PROTECTED]
 
Job Description 

You will be employed at Column Technologies as a Business Service Management
Senior Architect.  You will work exclusively with our strategic accounts to
correctly position the BMCR ITSM and BSM tools, and to provide guidance, and
real world experience on the correct way to implement IT process improvement
projects.  Your responsibilities will include but are not limited to:

* Provide thought leadership for our strategic customers relating to IT
Service Management and ITIL implementation

* Educate our global customers on the cultural impact of deploying new
processes and controls

* Act as a best practices advocate

* Draft solution proposals and BSM Road Map documents

* Communicate strategies and best practices for product and process
implementation

* Demonstrate in depth working knowledge of the BMC ITSM application suite
* Design ITSM solutions based on BMC Remedy applications
* Respond to customer requests for strategic product or solution information
* Conduct requirements gathering workshops 

* Estimate level of effort to design or deploy products or solutions
* Draft proposals and statements of work for solutions 



Melissa Wish 
Corporate Recruiter 
Column Technologies, Inc. 
Home Office: 718-399-2136 
Cell/Evenings: 917-748-7104 
E-Fax: 646-349-3799 
Email:   [EMAIL PROTECTED] 
  www.columnit.com 
BMC Remedy Partner of the Year 2000 - 2006  
BMC Fastest Growing Worldwide Partner - 2006 
Inc. 500 Fastest Growing Private Companies - 2006 
BMC 2007 Americas and Worldwide Top Solution Provider 


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Re: ARERR [302] Entry does not exist in database

[Brittain, Mark]

I have only seen this were there was a record on the T table but not on the H 
Table. In my case records were being added to the T table at the database level 
but not the H.
 
How are you deleting a record?
 
Mark



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Tadeu Augusto Dutra Pinto
Sent: Wednesday, March 05, 2008 4:36 PM
To: arslist@ARSLIST.ORG
Subject: ARERR [302] Entry does not exist in database


** 
Hi friends,
 
Anybody knows how can I hide this message when I delete a record on database?? 
Is there any tip to do this?
 
ARERR [302] Entry does not exist in database

 
Thankx very much
 
 
Tadeu Augusto Dutra Pinto
-
IT Web Services ATM 
Cinq Technologies
http://www.cinq.com.br 
[EMAIL PROTECTED]  
Fone: 41 3018-2833 - Cinq
Fone: 41 2107-5736 - HSBC Outsourcing
-
Confiabilidade, Inovação e Qualidade em T.I.
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Re: Very Simple Question

[Louis Cobuccio]

Thanksactually I don't think the set field will work in this active
link.  I think I might just need to create another active link or build
a guide.   Here is the whole scenario

We are trying to track Access Card Ids and we want to know every time a
card is replaced.  So I've created two fields on CTM:People, Access Card
and Rplcmnt Access Card Count.

I've also created an Rplcmnt Access Card field on CHG:Infrastructure
Change that only becomes visible and writable when the proper
Operational Categorization is selected.

I then created an Active Link which will fire on Modification of the Chg
form when the Rplcmnt Access Card field != $NULL$.  The If Action is a
Push Field to the People form if the ('Access Card'!= $Rplcmnt Access
Card$) AND ('Remedy Log In ID' = $CustomerLogInID$)

I am pushing $Rplcmnt Access Card$ to 'Access Card' field on People, and
then I'd like to add 1 to the Rplcmnt Access Card Count also on the
people form.  But I can't add a set field action in the current Active
Link because it is firing against the chg form.  

So I think the only way to get this to work the way I want it to is to
create another Active Link just to do a Set Field action on Rplcmnt
Access Card Count field if TR.Access Card != DB.Access Card? 

Does that sound right?
Lou

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Wednesday, March 05, 2008 4:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Very Simple Question

Cool, since you are new, I'll give you a pointer.  Set is for getting
information from somewhere else (or current transaction) and updating
fields
on this record with the values.  Push is for updating another record
with
information. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Louis Cobuccio
Sent: Wednesday, March 05, 2008 2:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Very Simple Question

I was using a Push Field action.  I'll add a Set Field.

Thanks Gang,
Lou

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Wednesday, March 05, 2008 4:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Very Simple Question

Setfield action
$Field$ + 1 

This will increment the value if $Field$ is an integer field

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Louis Cobuccio
Sent: Wednesday, March 05, 2008 1:55 PM
To: arslist@ARSLIST.ORG
Subject: Very Simple Question

Okay guys I have a real easy one for you.

We are running AR System 7.0.1 patch 006 in a Windows environment.   I
am
trying to build an active link which needs to add "1" to the current
value 
in an integer field on a form when the criteria is met.   I can't for
the
life of me figure out the syntax needed to accomplish this.  Any help
would
be great; the field name is Rplcmnt Access Card Count.

Thank you guys,
Lou



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Re: Very Simple Question

[Moore, Christopher Allen]

Yeah, do the increment on the change form and push the new value to the
people form.

Chris

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Louis Cobuccio
Sent: Wednesday, March 05, 2008 4:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Very Simple Question

Thanksactually I don't think the set field will work in this active
link.  I think I might just need to create another active link or build
a guide.   Here is the whole scenario

We are trying to track Access Card Ids and we want to know every time a
card is replaced.  So I've created two fields on CTM:People, Access Card
and Rplcmnt Access Card Count.

I've also created an Rplcmnt Access Card field on CHG:Infrastructure
Change that only becomes visible and writable when the proper
Operational Categorization is selected.

I then created an Active Link which will fire on Modification of the Chg
form when the Rplcmnt Access Card field != $NULL$.  The If Action is a
Push Field to the People form if the ('Access Card'!= $Rplcmnt Access
Card$) AND ('Remedy Log In ID' = $CustomerLogInID$)

I am pushing $Rplcmnt Access Card$ to 'Access Card' field on People, and
then I'd like to add 1 to the Rplcmnt Access Card Count also on the
people form.  But I can't add a set field action in the current Active
Link because it is firing against the chg form.  

So I think the only way to get this to work the way I want it to is to
create another Active Link just to do a Set Field action on Rplcmnt
Access Card Count field if TR.Access Card != DB.Access Card? 

Does that sound right?
Lou

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Wednesday, March 05, 2008 4:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Very Simple Question

Cool, since you are new, I'll give you a pointer.  Set is for getting
information from somewhere else (or current transaction) and updating
fields
on this record with the values.  Push is for updating another record
with
information. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Louis Cobuccio
Sent: Wednesday, March 05, 2008 2:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Very Simple Question

I was using a Push Field action.  I'll add a Set Field.

Thanks Gang,
Lou

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Wednesday, March 05, 2008 4:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Very Simple Question

Setfield action
$Field$ + 1 

This will increment the value if $Field$ is an integer field

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Louis Cobuccio
Sent: Wednesday, March 05, 2008 1:55 PM
To: arslist@ARSLIST.ORG
Subject: Very Simple Question

Okay guys I have a real easy one for you.

We are running AR System 7.0.1 patch 006 in a Windows environment.   I
am
trying to build an active link which needs to add "1" to the current
value 
in an integer field on a form when the criteria is met.   I can't for
the
life of me figure out the syntax needed to accomplish this.  Any help
would
be great; the field name is Rplcmnt Access Card Count.

Thank you guys,
Lou



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Re: Separation of Duties

[Joel Sender]

The best way is to correct the permission groups, as previously explained.
In the mean time, you could prevent Admin tool access to the users in the 
Admin group by giving them a floating license: you need a fixed license AND 
Admin group membership to use the Admin tool.
Remember to hide the AR System Admin forms, too.
HTH,
Joel
*
Joel D. Sender
Director of Western Operations
QMX Support Services, Inc.
[EMAIL PROTECTED]
[EMAIL PROTECTED]
 
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Rick Cook
Sent: Wednesday, March 05, 2008 9:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: Separation of Duties
 
Well then, you should be able to use the existing permission groups to 
accomplish that.  App-Administrator allows access to all of the data elements 
in HD 5.6 without allowing access to any code.  If you need to make it more 
granular, you'd have to create sub-App-Admin groups for each component.  If 
your version of AR System supports computed groups, that would also work.

Rick
On Wed, Mar 5, 2008 at 9:10 AM, Gentry, Elmo - Raleigh, NC < [EMAIL PROTECTED] 
 > wrote:
Here is what I found documented: 
 
Subadministrators can perform the following functions:
„ Administer any application or form to which their group has
subadministrator access.
„ Create and administer filters, active links, and escalations connected to
forms to which their group has subadministrative access.
„ Create and administer menus.
„ Create forms.
„ Create applications (depending on the forms to which the
subadministrator has access).
„ Create active link and filter guides.
„ View server information settings.
 
No of these can be allowed.  We need to separate/prevent all of the above.  If 
the permission allows the user to create anything, filters, forms, etc that is 
too much access.  When I say sub-admin I mean really application/data 
admin….only to create data, i.e. CTI's, Groups. Users, Location, Approvals, etc.
 
 
Thanks,
 
Elmo Gentry 
Remedy Application Development
Business Systems Analyst
 
  _  

From: Action Request System discussion list(ARSList) [mailto: 
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Re: who can advice on new features of version 7

[Jennifer Meyer]

I suggest killing the members of management in favor of upgrading in a violent, 
brutal manner.  This is, of course, my professional opinion.




From: Remedy Maniac
Sent: Fri 15-Feb-08 11:07
To: arslist@ARSLIST.ORG
Subject: who can advice on new features of version 7


dear listers,

some of our decision makers would be in favor of upgrading our Remedy 6 
to version 7 specially because of the new feature which allows "Saved 
searches on web".
Could anyone give some tips on what this would cost in terms of 
development and how difficult or tricky it could be?
Any information on this is very welcomed.
Thank you in advance.
serouche

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Pattern of $MENU$

[Mayfield, Andy L.]

I'm sure there is a simple answer for this, but I am encountering an
error when attempting to write a value to a new character field. The
error I get is "ARERR [306] Value does not fall within the limits
specified for the field :  (MENU - $MENU$) :  Equipment Type" when
trying to write to the field. 

On the field properties - attributes tab, I have Pattern set to $MENU$
and I have a menu that pull available values from another form created
to hold the available options. The drop-down menu lists the appropriate
options, but when I select one of them and try to save I get the error
listed above. 

My understanding was that the $MENU$ option was to make sure that you
selected a value from the menu, so I am confused as to what the problem
might be.

Thanks in advance for any help you can give.

Andy L. Mayfield 
Sr. System Operation Specialist 
Alabama Power Company 
Office: 205-226-1805 
Cell: 205-288-9140 
SoLinc: 10*19140 

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Re: Pattern of $MENU$

[Frank Caruso]

Exactly how is the menu being built?
The menu cannot be derived using a value from another field on the  
form or the validation will fail


On Mar 5, 2008, at 6:34 PM, "Mayfield, Andy L."  
<[EMAIL PROTECTED]> wrote:



I'm sure there is a simple answer for this, but I am encountering an
error when attempting to write a value to a new character field. The
error I get is "ARERR [306] Value does not fall within the limits
specified for the field :  (MENU - $MENU$) :  Equipment Type" when
trying to write to the field.

On the field properties - attributes tab, I have Pattern set to $MENU$
and I have a menu that pull available values from another form created
to hold the available options. The drop-down menu lists the  
appropriate

options, but when I select one of them and try to save I get the error
listed above.

My understanding was that the $MENU$ option was to make sure that you
selected a value from the menu, so I am confused as to what the  
problem

might be.

Thanks in advance for any help you can give.

Andy L. Mayfield
Sr. System Operation Specialist
Alabama Power Company
Office: 205-226-1805
Cell: 205-288-9140
SoLinc: 10*19140

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Re: ARERR [302] Entry does not exist in database

[Joe D'Souza]

Yes this can happen if there is missing information in the B table too
(attachment).

I have also seen this error happen on deletion if you have a table field
that is not refreshed that is holding content of the deleted record. And if
you try to view the contents either by double clicking or workflow..

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Brittain, Mark
  Sent: Wednesday, March 05, 2008 5:01 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: ARERR [302] Entry does not exist in database


  **
  I have only seen this were there was a record on the T table but not on
the H Table. In my case records were being added to the T table at the
database level but not the H.

  How are you deleting a record?

  Mark




--
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tadeu Augusto Dutra Pinto
  Sent: Wednesday, March 05, 2008 4:36 PM
  To: arslist@ARSLIST.ORG
  Subject: ARERR [302] Entry does not exist in database


  **
  Hi friends,

  Anybody knows how can I hide this message when I delete a record on
database?? Is there any tip to do this?

  ARERR [302] Entry does not exist in database


  Thankx very much


  Tadeu Augusto Dutra Pinto
  -
  IT Web Services ATM
  Cinq Technologies
  http://www.cinq.com.br
  [EMAIL PROTECTED]
  Fone: 41 3018-2833 - Cinq
  Fone: 41 2107-5736 - HSBC Outsourcing
  -
  Confiabilidade, Inovação e Qualidade em T.I.
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9:50 AM

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Re: Pattern of $MENU$

[Joe D'Souza]

Andy,

If you hare having the field patterned using $MENU$, why do you type into it
or let your users type into it? Can't you just have the character field
displayed as a drop-list and have the users forced to use the menus? That's
an available feature in ARS version 6.3 upwards.. That would be clean and
you would get what you want to do...

If you are below version 6, and somewhere close to version 4.5, there used
to be a bug with the $MENU$ patterning.. Even valid values would be
rejected. The only fix on that version was to upgrade it. I do not recall a
patch that fixed it except the next upgrade..

Cheers

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Mayfield, Andy L.
Sent: Wednesday, March 05, 2008 6:35 PM
To: arslist@ARSLIST.ORG
Subject: Pattern of $MENU$


I'm sure there is a simple answer for this, but I am encountering an error
when attempting to write a value to a new character field. The error I get
is "ARERR [306] Value does not fall within the limits specified for the
field :  (MENU - $MENU$) :  Equipment Type" when trying to write to the
field.

On the field properties - attributes tab, I have Pattern set to $MENU$ and I
have a menu that pull available values from another form created to hold the
available options. The drop-down menu lists the appropriate options, but
when I select one of them and try to save I get the error listed above.

My understanding was that the $MENU$ option was to make sure that you
selected a value from the menu, so I am confused as to what the problem
might be.

Thanks in advance for any help you can give.

Andy L. Mayfield
Sr. System Operation Specialist
Alabama Power Company
Office: 205-226-1805
Cell: 205-288-9140
SoLinc: 10*19140

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Re: who can advice on new features of version 7

[Joe D'Souza]

Then again it depends on what they want to upgrade.. If its just the server
go for it.. there are several new features on the Server side that would be
worth upgrading for..

If what you are using are the ITSM applications, and they want to upgrade
those, I may second Jennifer on that, and what happens here stays here! We
won't tell no one :-).. Things do get ugly on ITSM 7.1 if you need to use it
eventually! You are lucky if you do not think you will not need to change a
thing and just use it Out Of The Box but even then, some of the things are
in a manner of speaking, broken before they are even built...

If you really are looking for a new solution, just because you prefer a new
toy, you may be better off looking at other alternatives. Buoyant Solutions
have got a solution that I had a look at a couple of months ago that I must
say I found pretty impressive. It is ARS based, and has all the ITSM
components (IM, PM, CM, AM etc.). Got a lot of bells and whistles. And costs
nowhere nearly as much as ITSM 7 does. You might want to get in touch with
them and take a look for yourself on what they got to offer you..

Cheers

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Jennifer Meyer
  Sent: Wednesday, March 05, 2008 6:15 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: who can advice on new features of version 7


  **

  I suggest killing the members of management in favor of upgrading in a
violent, brutal manner.  This is, of course, my professional opinion.




--
  From: Remedy Maniac
  Sent: Fri 15-Feb-08 11:07
  To: arslist@ARSLIST.ORG
  Subject: who can advice on new features of version 7


dear listers,

some of our decision makers would be in favor of upgrading our Remedy 6
to version 7 specially because of the new feature which allows "Saved
searches on web".
Could anyone give some tips on what this would cost in terms of
development and how difficult or tricky it could be?
Any information on this is very welcomed.
Thank you in advance.
serouche
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Re: ARERR [302] Entry does not exist in database

[Frank Caruso]

You can get this error if workflow deletes the record the user is on.  
Maybe you could trigger refresh of the list of records after the delete.


On Mar 5, 2008, at 10:17 PM, Joe D'Souza <[EMAIL PROTECTED]> wrote:


**
Yes this can happen if there is missing information in the B table  
too (attachment).


I have also seen this error happen on deletion if you have a table  
field that is not refreshed that is holding content of the deleted  
record. And if you try to view the contents either by double  
clicking or workflow..


Joe
-Original Message-
From: Action Request Systemdiscussion list(ARSList) [mailto:arslist@ARSLIST.ORG 
]On Behalf Of Brittain, Mark

Sent: Wednesday, March 05, 2008 5:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARERR [302] Entry does not exist in database

**
I have only seen this were there was a record on the T table but not  
on the H Table. In my case records were being added to the T table  
at the database level but not the H.


How are you deleting a record?

Mark

From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG 
] On Behalf Of Tadeu AugustoDutra Pinto

Sent: Wednesday, March 05, 2008 4:36 PM
To: arslist@ARSLIST.ORG
Subject: ARERR [302] Entry does not exist in database

**
Hi friends,

Anybody knows how can I hide this message when I delete a record on  
database?? Is there any tip to do this?


ARERR [302] Entry does not exist in database

Thankx very much


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


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Users of Remedy Knowledge Management 7.1 Patch

[Joe D'Souza]

Anyone out there who is willing to compare a few issues I am having against
what you have?

I have been told by Remedy Support that they have discontinued further
development on RKM 7.1 as they are on RKM 7.2 (so much for we will support 3
versions backwards), and there are some issues I am dealing with on 7.1,
which I am wondering if any of you have encountered, and been able to
overcome..

One strange issue I am having is I have removed Public permissions from the
Reporting and the News Flashes tab - because they do not have the security
access to these at RKM level anyway so are presented with a Login Screen
instead of the application and cannot login as they get an access denied..
So since this is sort of ugly, I decided to take off the Public Permissions
and permit only the Roles that are allowed to see it like the Admin,
SysAdmin and SME..

However on doing so only the Sys Admins can view these tabs.. the Admin and
SME's do not see this navigation tab.

Apparently this is fixed in RKM 7.2 and Remedy support told me its something
to do with the KMS code which I find a bit strange as these permissions to
view the navigation tabs are in the ARS and not in KMS. And they could
reproduce the same issue on RKM 7.1 but couldn't in RKM 7.2.

I feel its more a data issue within the ARS Roles form, but I can't seem to
spot what it is..

Has anyone else encountered this and has managed to fix it?

Cheers

Joe D'Souza
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Re: Pad the info

[Joe D'Souza]

Or couldn't you just find the max length by a direct SQL
Select MAX( LEN(CompanyName) ) from table;

Set that to a temp integer field.. use this value in your RPAD function..

Cheers

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Ganga Prasad
  Sent: Wednesday, March 05, 2008 1:55 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Pad the info


  ** Hi Mark

  For your purpose try the following

  ((($Trouble Ticket #$ +  " ") + RPAD($Company$, LENGTH, " ") +  " ") +
$Status$

  This LENGHT can be a constant or it can be calculated to be Max Lenght of
Company Field.

  Thanks and Regards,
  Ganga Prasad Pattnaik,
  ( Remedy Skilled Professional )


  On Tue, Mar 4, 2008 at 6:48 PM, Carey Matthew Black <[EMAIL PROTECTED]>
wrote:

Mark,

Be warned... your approach assumes that the user will be viewing the
output in a fixed width font. If they are using a variable width font
(like my gmail account uses) then the value will likely not align.

If you really want formatting that is likely to be as you expect it,
then either send it in an attached PDF, or as HTML. I know of no
better solutions to deal with formatting issues than those two paths.

--
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 Mon, Mar 3, 2008 at 2:17 PM, Brittain, Mark <[EMAIL PROTECTED]>
wrote:
> **
>
>
> Hi All,
>
> I have an escalation that looks for Trouble Tickets that have not
been
> touched in a week. When there is a match, I do a set fields to another
form.
> Then I have another escalation that emails out the results. The fields
> pushed are
>
> ((($Trouble Ticket #$ +  " ") + $Company$) +  " ") + $Status$
>
> The problem is the Company name can be all different lengths, so the
result
> is wavy. Like this
> TT#01064088 Corporate Systems - Internal WorkInProgress
> TT#01077255 NaviSite, Inc. Assigned
>
> I would like it to be placed like this
> TT#01064088 Corporate Systems - InternalWorkInProgress
> TT#01077255 NaviSite, Inc.   Assigned
>
>
> Is there a way to do that?
>
> Thanks
> Mark
>
> Mark Brittain
> ESM Remedy Developer
> NaviSite Inc.
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9:50 AM

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Re: Users of Remedy Knowledge Management 7.1 Patch

[strauss]

Sorry - my "fix" was to get my server onto RKM 7.2.00.1591, which fixes
some nasty problems in 7.2.00.1521.  I needed the multi-tenancy in 7.2,
so it was a no-brainer here.  Even on 7.2, there are still permissions
issues; yesterday, using 7.2 in the latest mid-tier 7.1.00.002, opening
the RKM Console as anyone but an administrator generated an error:

You have no access to form:
AR System Application State (ARERR 353)
 
The form and two of the fields had NO PERMISSIONS at all. I had to give
View permissions for all four of the KMSAC- groups to the form (AR
System Application State) and to two of the three fields on the form:

2200 - Application Name
2201 - State

Working with this stuff is like playing whack-a-mole!

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




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Wednesday, March 05, 2008 9:45 PM
To: arslist@ARSLIST.ORG
Subject: Users of Remedy Knowledge Management 7.1 Patch


** 
Anyone out there who is willing to compare a few issues I am
having against what you have?
 
I have been told by Remedy Support that they have discontinued
further development on RKM 7.1 as they are on RKM 7.2 (so much for we
will support 3 versions backwards), and there are some issues I am
dealing with on 7.1, which I am wondering if any of you have
encountered, and been able to overcome..
 
One strange issue I am having is I have removed Public
permissions from the Reporting and the News Flashes tab - because they
do not have the security access to these at RKM level anyway so are
presented with a Login Screen instead of the application and cannot
login as they get an access denied.. So since this is sort of ugly, I
decided to take off the Public Permissions and permit only the Roles
that are allowed to see it like the Admin, SysAdmin and SME..
 
However on doing so only the Sys Admins can view these tabs..
the Admin and SME's do not see this navigation tab.
 
Apparently this is fixed in RKM 7.2 and Remedy support told me
its something to do with the KMS code which I find a bit strange as
these permissions to view the navigation tabs are in the ARS and not in
KMS. And they could reproduce the same issue on RKM 7.1 but couldn't in
RKM 7.2.
 
I feel its more a data issue within the ARS Roles form, but I
can't seem to spot what it is..
 
Has anyone else encountered this and has managed to fix it?
 
Cheers
 
Joe D'Souza
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Solved: Implementing SSL on Tomcat on Windows servers

[strauss]

A day later, I have SSL working on both mid-tier 7.1 patch 2 on tomcat 5.5.26 
and kinetic web on tomcat 5.5.20, and mid-tier 7.1 patch 1 on tomcat 5.5.17.  
Here are some recipes for success if you have a certificate for IIS on your 
Windows web server.  I detest funky command line syntax games, but this is one 
of those times when there are simply no other tools... it's like I'm back in 
1981 running CP/M 3.0 again.  Enjoy ;)

--
Preparing a certificate obtained for IIS for use with Tomcat on same server


Tomcat 5.5.17 (install by mid-tier 7.x) or 5.5.20 (install by RKM 7.x or 
Kinetic web)


Step 1: Export Certificate from Microsoft IIS 6.0 as a .pfx file
 
Add the Certificate Snap-in
 
1. On the computer containing the certificate you want, select Start > Run, and 
then type mmc to open the Microsoft Management Console.
2. On the Console menu, click Add/Remove Snap-in
3. Click Add button. This will open the Add Standalone Snap-in box.
4. Select Certificates from the list and then click Add.
5. Select Computer account and click Next.
6. Select Local computer and click Finished.
7. Click Close on the Add Standalone Snap-in box.
8. Click OK on the Add/Remove Snap-in box.
 
Export the certificate from IIS 6
 
1. Under the Tree tab in the Microsoft Management Console expand Certificates.
2. Select the Personal folder and then the certificate you want to export.
3. On the Action menu select All Tasks > Export
4. Click Next.
5. Select Yes, export the private key and click Next.
6. Select Personal Information Exchange ¨C PKCS #12 (.PFX) and then click Next.
7. Enter the password you used when you created the certificate (or a new one 
if there was none) and click Next. This will create a .pfx file.
8. In these examples the file created was "certfile.pfx" with a password of 
"password."

 
Step 2: Point Tomcat 5.5.17 or 5.5.20 to the new Cert
 
1. Open C:\Program Files (x86)\Kinetic 
Apps\apache-tomcat-5.5.20\conf\server.xml in a text or XML editor
2. Uncomment the SSL Connector if not already done.
3. Add the following attributes:

keystoreFile="c:\PATH TO CERT.pfx" 
keystorePass="password"
keystoreType="PKCS12"



Restart Tomcat. Point browser to https://localhost:8443. If it doesn't load 
look in the log files to identify the problem.
The browser _should_ give a certificate error when it loads since the 
certificate is only valid for the webserver name, not localhost;
Test again with the URL https://webserverFQDN:8443 where webserverFQDN is the 
server name that was submitted to the certificate authority.


Tomcat 5.5.26 with APR (Apache Portable Runtime) enabled


Step 1: Same as above.  

Step 1a: Install OpenSSL (Win32 OpenSSL v0.9.8g) from 
http://www.slproweb.com/products/Win32OpenSSL.html 

Step 2: Convert .pfx file to two .pem files

1. Copy the .pfx file to a working directory under OpenSSL - C:\OpenSSL\working 
in this example.
2. In a command window, run the following commands.

C:\OpenSSL\working>c:\openssl\bin\openssl pkcs12 -in certfile.pfx -nocerts -out 
certkey.pem
Enter Import Password: password
MAC verified OK
Enter PEM pass phrase: password
Verifying - Enter PEM pass phrase:

C:\OpenSSL\working>c:\openssl\bin\openssl pkcs12 -in certfile.pfx -clcerts 
-nokeys -out certcert.pem
Enter Import Password:
MAC verified OK


Step 3: Point Tomcat 5.5.26 to the new Cert

1. Open C:\Program Files (x86)\Apache Software Foundation\Tomcat 
5.5\conf\server.xml in a text or XML editor
2. Uncomment the SSL Connector if not already done.
3. Add the following attributes:

SSLEngine="on" 
SSLCertificateFile="c:\PATH TO CERT.pem" 
SSLCertificateKeyFile="c:\PATH TO KEY.pem" 
SSLPassword="password"



Restart Tomcat. Point browser to https://localhost:8443. If it doesn't load 
look in the log files to identify the problem.
The browser _should_ give a certificate error when it loads since the 
certificate is only valid for the webserver name, not localhost;
Test again with the URL https://webserverFQDN:8443 where webserverFQDN is the 
server name that was submitted to the certificate authority.
--

With credit to kb articles at GeoTrust web site, one of which I posted last 
night. Some of their information was obtained from the following link: 
http://www.endofnow.com/2005/07/12/ssl-for-iis-and-tomcat-using-one-certificate/
 

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

> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of William H. Will Du Chene
> Sent: Tuesday, March 04, 2008 9:12 PM
> To: arslist@ARSLIST.ORG
> Subject: R

Re: Users of Remedy Knowledge Management 7.1 Patch

[Joe D'Souza]

Tell me about it!

Have you done anything about the security issue? Managed a workaround on
that besides telling your users to login into RKM from IE and logout If
you do not know what I am talking about let me know and I'll tell you how to
reproduce this security issue..

Also is anyone using Right Answers with RKM?? I have it all working and all
but there are few things I don't like and its in the design of the
application. I was wondering if anyone has managed to change it? And if so
how..

Cheers

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of strauss
Sent: Wednesday, March 05, 2008 11:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: Users of Remedy Knowledge Management 7.1 Patch


Sorry - my "fix" was to get my server onto RKM 7.2.00.1591, which fixes some
nasty problems in 7.2.00.1521.  I needed the multi-tenancy in 7.2, so it was
a no-brainer here.  Even on 7.2, there are still permissions issues;
yesterday, using 7.2 in the latest mid-tier 7.1.00.002, opening the RKM
Console as anyone but an administrator generated an error:

You have no access to form:
AR System Application State (ARERR 353)

The form and two of the fields had NO PERMISSIONS at all. I had to give View
permissions for all four of the KMSAC- groups to the form (AR System
Application State) and to two of the three fields on the form:

2200 - Application Name
2201 - State

Working with this stuff is like playing whack-a-mole!

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




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Wednesday, March 05, 2008 9:45 PM
To: arslist@ARSLIST.ORG
Subject: Users of Remedy Knowledge Management 7.1 Patch


**
Anyone out there who is willing to compare a few issues I am
having against what you have?

I have been told by Remedy Support that they have discontinued
further development on RKM 7.1 as they are on RKM 7.2 (so much for we
will support 3 versions backwards), and there are some issues I am
dealing with on 7.1, which I am wondering if any of you have
encountered, and been able to overcome..

One strange issue I am having is I have removed Public
permissions from the Reporting and the News Flashes tab - because they
do not have the security access to these at RKM level anyway so are
presented with a Login Screen instead of the application and cannot
login as they get an access denied.. So since this is sort of ugly, I
decided to take off the Public Permissions and permit only the Roles
that are allowed to see it like the Admin, SysAdmin and SME..

However on doing so only the Sys Admins can view these tabs..
the Admin and SME's do not see this navigation tab.

Apparently this is fixed in RKM 7.2 and Remedy support told me
its something to do with the KMS code which I find a bit strange as
these permissions to view the navigation tabs are in the ARS and not in
KMS. And they could reproduce the same issue on RKM 7.1 but couldn't in
RKM 7.2.

I feel its more a data issue within the ARS Roles form, but I
can't seem to spot what it is..

Has anyone else encountered this and has managed to fix it?

Cheers

Joe D'Souza
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Checked by AVG Free Edition.
Version: 7.5.516 / Virus Database: 269.21.4/1313 - Release Date: 3/5/2008
9:50 AM

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WebClient Specific Problem

[sanapala, Rajinikanth IN BOM SISL]

Hello Friends,

 

I have got a problem specific to web client (Parsing Error), which is
not in user client.

 

Error is because of wrong workflow some where in middle of the process,
strangely the error is occurring at the end, I mean after completing all
the workflow actions. When you Ok the error you can continue with your
work.

 

Please help me how can I identify bug because of some wrong action some
where in the middle, using midtier work log or any other process.

 

ARS  6.3

Midtier Version: 6.3

 

Regards,

Rajinikanth

 



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

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AR System Monitor

[Saxena, Vishwa]

Can I have your note on the following query,

 

For what AR System Monitor is responsible apart from starting

 

* Remedy Action Request System Server

* Remedy Distributed Server Option

* AR System Plug-in servers

 

Comments appreciated.

 

Thanks and Regards*

Vishwa A Saxena

Remedy Application





-

"Self Realisation is your first encounter with Reality" - H.H Shri
Mataji Nirmala Devi

 


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Re: Users of Remedy Knowledge Management 7.1 Patch

[strauss]

Security?  The helpdesk has linked the self-service portal setup at
http://web3.unt.edu/helpdesk/service/service.php?RKM .  I have the
normal portal at http://itsm.unt.edu/RKM_portal.htm and it requires
logging in to Remedy using AREA LDAP authentication - these are both
inside iframes.  There is also access through the web site on my sig
line. If the user is in ITSM 7 they have access to the RKM Console, or
the integrations in Incident and Problem (Requester is disabled), but
only support staff have access to ITSM - customers use Kinetic Request.
 
I have the RightAnswers edition 37 content indexed and accessible to
people who login since it is indexed under a customer company that
everyone in CTM:People is a member of - the Self-Service "user" for
anonymous access cannot see it.  It took an hour-long webex with BMC to
get the RightAnswers stuff to index properly, but I am happy with the
current state of it.  It works in the User Tool, it works in mid-tier,
and the pure web interfaces work in IE, Firefox, and Safari.  What am I
missing???

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

 


  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Wednesday, March 05, 2008 10:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Users of Remedy Knowledge Management 7.1 Patch


** 
Tell me about it!
 
Have you done anything about the security issue? Managed a
workaround on that besides telling your users to login into RKM from IE
and logout If you do not know what I am talking about let me know
and I'll tell you how to reproduce this security issue..
 
Also is anyone using Right Answers with RKM?? I have it all
working and all but there are few things I don't like and its in the
design of the application. I was wondering if anyone has managed to
change it? And if so how..
 
Cheers
 
Joe
 
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of strauss
Sent: Wednesday, March 05, 2008 11:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: Users of Remedy Knowledge Management 7.1 Patch
 
 
Sorry - my "fix" was to get my server onto RKM 7.2.00.1591,
which fixes some nasty problems in 7.2.00.1521.  I needed the
multi-tenancy in 7.2, so it was a no-brainer here.  Even on 7.2, there
are still permissions issues; yesterday, using 7.2 in the latest
mid-tier 7.1.00.002, opening the RKM Console as anyone but an
administrator generated an error:

You have no access to form:
AR System Application State (ARERR 353)
 
The form and two of the fields had NO PERMISSIONS at all. I had
to give View permissions for all four of the KMSAC- groups to the form
(AR System Application State) and to two of the three fields on the
form:
 
2200 - Application Name
2201 - State

Working with this stuff is like playing whack-a-mole!
 
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
 
 


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Wednesday, March 05, 2008 9:45 PM
To: arslist@ARSLIST.ORG
Subject: Users of Remedy Knowledge Management 7.1 Patch
   
   
**
Anyone out there who is willing to compare a few issues
I am
having against what you have?

I have been told by Remedy Support that they have
discontinued
further development on RKM 7.1 as they are on RKM 7.2 (so much
for we
will support 3 versions backwards), and there are some issues I
am
dealing with on 7.1, which I am wondering if any of you have
encountered, and been able to overcome..

One strange issue I am having is I have removed Public
permissions from the Reporting and the News Flashes tab -
because they
do not have the security access to these at RKM level anyway so
are
presented with a Login Screen instead of the application and
cannot
login as they get an access denied.. So since this is sort of
ugly, I
decided to take off the Public Permissions and permit only the
Roles
that are allowed to see it like the Admin, SysAdmin and SME..

However on doing so only the Sys Admins can view these
tabs..
the Admin and SME's do not see this navigation tab.
  

Re: Users of Remedy Knowledge Management 7.1 Patch

[Joe D'Souza]

About security, when a user of Remedy clicks on the Remedy Knowledge
Management entry point and accesses RKM, and exits the user tool either by
closing it or using a URL that does an ARS application exit, if you open RKM
with a browser using the URL, you do not have to login as that user.. the
user automatically is logged in and can access the RKM contents..

About Right Answers, one issue is the way Top Solutions are displayed after
a user clicks on the 'Use' link of the solution.. the solution is displayed
in the Top Solutions section of the home page as its file name e.g.
078455345098.html instead of the title of the solution..

In the past week I have raised tickets and both have been recognized as
defects and an RFE has been raised by Remedy Support for both of these on my
behalf..

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of strauss
  Sent: Thursday, March 06, 2008 12:19 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: Users of Remedy Knowledge Management 7.1 Patch


  **
  Security?  The helpdesk has linked the self-service portal setup at
http://web3.unt.edu/helpdesk/service/service.php?RKM .  I have the normal
portal at http://itsm.unt.edu/RKM_portal.htm and it requires logging in to
Remedy using AREA LDAP authentication - these are both inside iframes.
There is also access through the web site on my sig line. If the user is in
ITSM 7 they have access to the RKM Console, or the integrations in Incident
and Problem (Requester is disabled), but only support staff have access to
ITSM - customers use Kinetic Request.

  I have the RightAnswers edition 37 content indexed and accessible to
people who login since it is indexed under a customer company that everyone
in CTM:People is a member of - the Self-Service "user" for anonymous access
cannot see it.  It took an hour-long webex with BMC to get the RightAnswers
stuff to index properly, but I am happy with the current state of it.  It
works in the User Tool, it works in mid-tier, and the pure web interfaces
work in IE, Firefox, and Safari.  What am I missing???
  Christopher Strauss, Ph.D.
  Call Tracking Administration Manager
  University of North Texas Computing & IT Center
  http://itsm.unt.edu/






From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Wednesday, March 05, 2008 10:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Users of Remedy Knowledge Management 7.1 Patch


**
Tell me about it!

Have you done anything about the security issue? Managed a workaround on
that besides telling your users to login into RKM from IE and logout If
you do not know what I am talking about let me know and I'll tell you how to
reproduce this security issue..

Also is anyone using Right Answers with RKM?? I have it all working and
all but there are few things I don't like and its in the design of the
application. I was wondering if anyone has managed to change it? And if so
how..

Cheers

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of strauss
Sent: Wednesday, March 05, 2008 11:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: Users of Remedy Knowledge Management 7.1 Patch


Sorry - my "fix" was to get my server onto RKM 7.2.00.1591, which fixes
some nasty problems in 7.2.00.1521.  I needed the multi-tenancy in 7.2, so
it was a no-brainer here.  Even on 7.2, there are still permissions issues;
yesterday, using 7.2 in the latest mid-tier 7.1.00.002, opening the RKM
Console as anyone but an administrator generated an error:

You have no access to form:
AR System Application State (ARERR 353)

The form and two of the fields had NO PERMISSIONS at all. I had to give
View permissions for all four of the KMSAC- groups to the form (AR System
Application State) and to two of the three fields on the form:

2200 - Application Name
2201 - State

Working with this stuff is like playing whack-a-mole!

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




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Wednesday, March 05, 2008 9:45 PM
To: arslist@ARSLIST.ORG
Subject: Users of Remedy Knowledge Management 7.1 Patch


**
Anyone out there who is willing to compare a few issues I am
having against what you have?

I have been told by Remedy Support that they have discontinued
further development on RKM 7.1 as they are on RKM 7.2 (so much for we
will support 3 versions backwards), and there are some issues I am
dealing with on 7.1,

Re: AR System Monitor

[Joe D'Souza]

Vishwa,

Email engine if installed..

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Saxena, Vishwa
  Sent: Thursday, March 06, 2008 12:20 AM
  To: arslist@ARSLIST.ORG
  Subject: AR System Monitor


  **
  Can I have your note on the following query,



  For what AR System Monitor is responsible apart from starting



  ! Remedy Action Request System Server

  ! Remedy Distributed Server Option

  ! AR System Plug-in servers



  Comments appreciated.



  Thanks and Regards?

  Vishwa A Saxena

  Remedy Application

  --



---

  "Self Realisation is your first encounter with Reality" - H.H Shri Mataji
Nirmala Devi

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Checked by AVG Free Edition.
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9:50 AM

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Re: AR System Monitor

[Jarl Grøneng]

Also SLM, CMDB, SNMP, AssignmentEngine,...

-
Jarl

On Thu, Mar 6, 2008 at 6:37 AM, Joe D'Souza <[EMAIL PROTECTED]> wrote:
> **
>
> Vishwa,
>
> Email engine if installed..
>
> Joe
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of Saxena, Vishwa
> Sent: Thursday, March 06, 2008 12:20 AM
> To: arslist@ARSLIST.ORG
> Subject: AR System Monitor
>
> **
>
>
> Can I have your note on the following query,
>
>
>
> For what AR System Monitor is responsible apart from starting
>
>
>
> ! Remedy Action Request System Server
>
> ! Remedy Distributed Server Option
>
> ! AR System Plug-in servers
>
>
>
> Comments appreciated.
>
>
>
> Thanks and Regards?
>
> Vishwa A Saxena
>
> Remedy Application
>
> -
>
> "Self Realisation is your first encounter with Reality" - H.H Shri Mataji
> Nirmala Devi
>
>  __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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