Re: OT: CTM:People Phone number format..

[Joe D'Souza]

Anyone else who could contribute to the phone number formats of the
countries listed below? I have already got the formats for Canada, India and
USA..

Joe
  -Original Message-
  From: Joe D'Souza [mailto:[EMAIL PROTECTED]
  Sent: Wednesday, March 12, 2008 3:39 AM
  To: ARS Discussion List
  Subject: OT: CTM:People Phone number format..


  This may well be off topic and I apologize for posting this to the list
but I thought it may perhaps be the quickest way to get the most current
information of what I want to know considering we have a global community
here.

  I have a question about phone number formats across different countries..
specifically those listed below. I thought since we have users here from all
over the globe some of you could contribute to what the format of Cell and
land line numbers in your respective countries is like.. My whole purpose of
doing this is I have a PeopleSoft integration that is work in progress.

  I'm dealing with phone numbers in a character field in PeopleSoft, that
have been entered in a very 'free-text' format, and I was attempting to
import that into Remedy using AIE. While building the interface to do so I
am in the process of building some filters in the ARS that would cleanup the
data. I need to build these filters in accordance with the information I get
from here so all your inputs will be very useful to me..

  I'm interested in your inputs in the format below because that will give
me an idea of the length of the country code, the length of the area code,
and finally the length of the local phone number (that may or may not be
broken in 2 parts)

  CC  COUNTRYLand Line Format  Cell Phone Format
  --- -  - -
  FRA [France]   +
  NLD [Netherlands]  +
  IND [India]+91.99..  +91.99..
  BMU [Bermuda]  +
  SWE [Sweden]   +
  DEU [Germany]  +
  CAN [Canada]   +1.999.999.   +1.999.999.
  GBR [United Kingdom]   +44.
  ARG [Argentina]+
  PRI [Puerto Rico]  +
  USA [United States of America] +1.999.999.   +1.999.999.
  BEL [Belgium]  +
  AUS [Australia]+

  I understand that responses to this may not be too useful to everyone here
so if you want to direct the response directly to me instead of the list,
feel free to do so. At the same time, if you feel that the information
generated through the responses I get here may be useful to you on similar
endeavors, please feel free to request a format listing that I would get
based on responses from this thread..

  Cheers
  Joe D'Souza

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Re: CI types and attributes - out of box - list?

[Kurniadi]

Hi Julie, if you have access to BMC Download site, you can download
BMC Service Management Process Model (SMPM) from the same location of
ITSM download section.

It contains more comprehensive information of Configuration Item's
attributes on HTML and Doc format.

On 3/13/08, Julie L Kanakanui JLKANAKA <[EMAIL PROTECTED]> wrote:
> **
> Hello,
>
> We are starting on implementation of Asset Management 7.1 and would like to
> use out-of-box CI's as much as possible.  Would anyone have a suggestion for
> how best to print out 1) a list of out-of-box CI's and 2) the Specifications
> for each of those?  This would give our asset folks something to work with,
> to determine what, if any, other CI's we might need.
>
> Thank you,
>
> Julie
>
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-- 
Kur Niadi

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Re: newScale and Remedy

[John Sundberg]

Knowledge to impart :)

In life it is good to know your options - same thing applies in software.
Check out Kinetic Request (Service Catalog written on BMC Remedy)


#1 Service Catalog on BMC Remedy
- most deployments
- most requesters worldwide
- most flexible
- easiest to deploy
- best licensing
- works with ARS 6 and above
- works with ITSM 7, 6, 5, 4, ..
- works with ANY custom application written on ARS
- and many others...


Overview - http://www.kineticdata.com/request-overview.html
Features - http://www.kineticdata.com/request-features.html
See some videos - http://www.kineticdata.com/online-request-demos.html
More good stuff - http://www.kineticdata.com/request-documentation.html

Email me or call me for a demo.


-John


-- 
John David Sundberg
235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
[EMAIL PROTECTED]


On Tue, Mar 11, 2008 at 11:11 AM, Scott Philben <[EMAIL PROTECTED]> wrote:

> All:
>
> The archives are pretty thin so I will ask it again (in case anyone has
> new information)
>
> Is anyone doing anything with newScale and it's Remedy integration? How
> does it compare to Remedy's SRM? Does anyone recommend one over the other?
>
> If anyone has any knowledge they want to impart, please let me know.
>
> -scott
>
>
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Re: Phone number formatting...

[Joe D'Souza]

I need to stick to SQL as I am using AIE to interface to PeopleSoft so
writing the details of the whole PeopleSoft view to a text file and having
AIE to read from that will not be really that much cost effective.. it will
involve time consuming step.. I wanted to design the replace part of the
statement using SQL so that I can translate the same to AIE..

As it is after that I further need to break the output I get into the area
code and local number and extension or pins if any..

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Kurniadi
Sent: Wednesday, March 12, 2008 11:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: Phone number formatting...


Hi Joe, how about export the data and using text editor with regular
expression feature to clean it up. I use Notepad++ (it's open source)

Some regexes to clean the data
- replace all format of Ext and x to unique string
replace: [Ee][Xx][Tt]\.*
replace: x

- replace non digit
replace: [^1-9]

- clean alphabets
replace: [A-Za-z]

Regex for Notepad++
http://notepad-plus.sourceforge.net/uk/regExpList.php

Kur Niadi


On 3/13/08, Joe D'Souza <[EMAIL PROTECTED]> wrote:
> **
> In the intention to clean up the phone number information that is coming
> from a PeopleSoft database that has phone numbers in a practically free
> format I am trying to write a select statement so that all non numeric
> characters in the field will be eliminated.
>
> A sample of the phone data could be
> ###777.777. ext 
> 777/777- Ext.
> 777-777. X ///
> 777.777. janes number!
> my number## 77 x
> +77 ,this is my number
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Re: Phone number formatting...

[Kurniadi]

Hi Joe, how about export the data and using text editor with regular
expression feature to clean it up. I use Notepad++ (it's open source)

Some regexes to clean the data
- replace all format of Ext and x to unique string
replace: [Ee][Xx][Tt]\.*
replace: x

- replace non digit
replace: [^1-9]

- clean alphabets
replace: [A-Za-z]

Regex for Notepad++
http://notepad-plus.sourceforge.net/uk/regExpList.php

Kur Niadi


On 3/13/08, Joe D'Souza <[EMAIL PROTECTED]> wrote:
> **
> In the intention to clean up the phone number information that is coming
> from a PeopleSoft database that has phone numbers in a practically free
> format I am trying to write a select statement so that all non numeric
> characters in the field will be eliminated.
>
> A sample of the phone data could be
> ###777.777. ext 
> 777/777- Ext.
> 777-777. X ///
> 777.777. janes number!
> my number## 77 x
> +77 ,this is my number

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Phone number formatting...

[Joe D'Souza]

In the intention to clean up the phone number information that is coming
from a PeopleSoft database that has phone numbers in a practically free
format I am trying to write a select statement so that all non numeric
characters in the field will be eliminated.

A sample of the phone data could be
###777.777. ext 
777/777- Ext.
777-777. X ///
777.777. janes number!
my number## 77 x
+77 ,this is my number

Think of any permutation of text and number you will find it in this
database as its virtually free format character field

My aim with a select statement is to get it clean enough and remove all the
bold part to make it look like
77 x 
77 x 
77 x 
77 x 
77 x 
77 x 

This is the SQL statement I wrote that got rid of most of the stuff BUT I am
still wondering how I would able to exclude all alphabets with a single
replace added to the already existing nest.. while converting every possible
combination of ext Ext EXT etc to x..

So far I have written
select
length(replace((replace((replace((replace((replace((replace((replace((replac
e((replace(z_phone_altb,'+','')),
'/','')),'-','')),'(','')),')','')),'!','')),'#','')),'*','')),',','')) as
Width,
replace((replace((replace((replace((replace((replace((replace((replace((repl
ace(z_phone_altb,'+','')),
'/','')),'-','')),'(','')),')','')),'!','')),'#','')),'*','')),',','') as
Phone_altb from ps_z_** order by Width;

(I was interested in width to see if there may be some numbers in a possible
incorrect format (less than 10 or greater than 10 for USA and so on)

This is the typical output I got from the above statement..
777.777. ext 
77 Ext.
77. X 
777.777. janes number
my number 77 x
77 this is my number

I can remove the dots, no problem.. even did that, but then thought they
might be useful till I took off all the Ext. or x. or ext. from the data and
replaced that with x.. How do I get rid of all the other random alphabets
while keeping the ext?? I thought of replacing ext with ?? but is there a
single replace that I can write to get rid of everything in the range a to z
and A to Z??

Any ideas?

Joe D'Souza
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Re: Strange Remedy and VPN

[Matt Reinfeldt]

Kathy,

 

I've found, in the past, that when forms are not correctly opening over a
VPN connection it is due to the packet sizes (MTU settings).  I'd have to go
look over my mail archives, but I know that there are a few websites that
discuss how to optimize your MTU settings while on VPN.  Also, you can get
your network team to ensure that the route through the network is optimized
for that User's VPN group.  Sometimes the VPN policies place odd
restrictions on access and the like. (at least, that was my understanding
based on all the troubleshooting we did on this same type of issue a couple
of years ago).

 

Good luck!

 

Matt Reinfeldt

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kathy Morris
Sent: Wednesday, March 12, 2008 3:55 PM
To: arslist@ARSLIST.ORG
Subject: Strange Remedy and VPN

 

Hi All,

 

I have a user who works remotely sometimes.  When he's in the office, he can
access all the remedy forms/objects from the laptop.  When working thru
remotely thru VPN, he uses the same laptop and he gets an error when opening
up certain forms thru the user tool.  Has anyone every experienced or seen
this before?  We are trying to find out why he can not click on certain
remedy objects only thru VPN?





  _  

It's Tax Time! Get 
tips, forms and advice on AOL Money & Finance.

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Re: What specifically breaks upgrades?

[Rick Cook]

Hot dang!  There it is.  Thanks, J.T.!

Rick

On Wed, Mar 12, 2008 at 2:07 PM, J.T. Shyman <[EMAIL PROTECTED]> wrote:

> **
>
> Rick, if you have the 7.1 Patch 2 email.linux.tar.gz file you can open it
> with Winzip or 7-zip and find the archgid utility in the /arsystem/linux
> folder. You can then copy this to your server.
>
>
>
> Unfortunately, getting the Windows version requires installing the Email
> application.
>
>
>
> --- J.T. Shyman
>
>
>   --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Rick Cook
> *Sent:* Wednesday, March 12, 2008 4:41 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: What specifically breaks upgrades?
>
>
>
> ** Must be a Windows thing.  It is not installed with AR System or Email
> on Linux RHEL.  That's using the 7.1.0 patch 2 installs.
>
> Rick
>
> On Wed, Mar 12, 2008 at 11:38 AM, Joe D'Souza <[EMAIL PROTECTED]> wrote:
>
> **
>
> Rick,
>
>
>
> It is released to the best of my knowledge.. It usually gets installed
> with the Email installation of 7.1?
>
>
>
> These are the initial results I get if I run it which sounds like it is
> the new version..
>
>
>
> E:\Program Files\AR System\AREmail\KCH1D001>archgid
> Action Request System  Change ID Utility   Version 7.1.00 Build
> 200707311333
> (c) Copyright 2002-2007 BMC Software, Inc.
>
>
>
>
> Enter user name:
>
>
>
> I haven't used this version of it to say if it works or not but I would
> assume it should..
>
>
>
> Cheers
>
>
>
> Joe
>
> -Original Message-
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] Behalf Of *Rick Cook
> *Sent:* Wednesday, March 12, 2008 2:11 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: What specifically breaks upgrades?
>
> ** Good advice, Joe, except that AFAIK, archgid isn't available for v7.1yet - 
> if it ever will be.  I don't think the
> 7.0 one will work against 7.1.
>
> Rick
>
> 2008/3/12 Joe D'Souza <[EMAIL PROTECTED]>:
>
> **
>
> Allen,
>
>
>
> I would put using reserved field ranges to create your custom fields to be
> a number 1.. By reserved I do not mean AR System reserved but the ones that
> Remedy Developers use for their application.. If in case you have created
> custom fields and using their range that they usually create fields from,
> then in the event that they use the same ID, it could break your upgrade..
>
>
>
> I would say the same thing for using the immediately available user
> range.. Avoid those too.. I have seen Remedy engineering using some of those
> fields for trim fields etc. too in the past, as they do not bother to give
> those trim fields a specific ID.. stay clear of those.. use ranges above the
> 6, 7 or 8 million range.. That way you could be sure that they would not
> invade that range..
>
>
>
> In case you have already done the above, I would use the archgid to
> correct the problem and give your fields an ID on or above the 6 million
> range..
>
>
>
> Cheers
>
>
>
> Joe
>
> -Original Message-
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] Behalf Of *Moore, Christopher Allen
> *Sent:* Wednesday, March 12, 2008 12:56 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* What specifically breaks upgrades?
>
> **
>
> Hey everyone-
>
>
>
> I'm putting together a plan to upgrade from 7.0 to 7.1.  We have done some
> modifications to the system, but nothing too drastic.  Form changes,
> additional workflow, but (as far as I know) no changes to the BMC OOTB
> workflow.
>
>
>
> What sorts of changes specifically are problematic when upgrading?
>
>
>
> Windows Server
>
> SQL DB
>
>
>
> Thanks!
>
> Chris
>
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> html___
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>
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Re: Can't delete a user from CTM:People

[Mary Dollus]

Hi Joe,

I don't believe they did.  It seems to be fixed now... once we restored the 
User records their "links" were reset or something too.

That's a good thing to look for next time though thanks!!

- Mary


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Joe D'Souza
Sent: Wednesday, March 12, 2008 2:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Can't delete a user from CTM:People

Did anyone change the nextid for any of those supporting forms which was 
possibly the reason why it couldn't create information in those forms when it 
was trying to create with a push after finding no matching requests?

Joe
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Mary Dollus
Sent: Wednesday, March 12, 2008 2:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: Can't delete a user from CTM:People
**
Thanks Joe,

I looked at that one last night; and checked the forms it's pushing to which 
are the CTM:Support Group Association form, CTM:SupportGroupFunctionalRole and 
the CTM:Support Group Shift Assoc.  None of these had any records for the users.

I did just receive a call from BMC for the ticket I opened with them and other 
than checking all we checked, she said to possibly do an arreload or arcache 
command.

What we finally did is to restore the User T, B, and H tables to what they were 
on the dev server; once that was done I was able to delete records again.

It's still interesting what was causing the deletes to fail though... still 
don't know other than somehow the links between the forms were deleted and it 
seemingly was trying to create new records somewhere...

So thank you all so much for your time!!! :)

 - Mary


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Joe D'Souza
Sent: Wednesday, March 12, 2008 11:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: Can't delete a user from CTM:People

Mary,

I just had a minutes look at your logs, as I do not really have too much time 
on my hands right now.. What I noticed is that its a Phase 2 action that is 
failing so look at the first possible phase 2 action in your logs.. I would 
look for a push fields action.. It appears like your logs are incomplete so it 
would be hard to tell from your logs which was the first phase 2 action that 
should have been fired.. From your logs you have sent, they start at order 500? 
Certainly there must be filters that fire before that default order??

IF not and if that is the complete log, I would look at the very first filter 
that does a push fields, and check the form it pushes the information to, to 
see if there is something there that it could break a unique index of..

  Checking 
CTM:PPL:DeleteAssoc_780_PSGA/C/R+ (780)
 --> Passed 
-- perform actions
  0: 
Push Fields


  1: 
Push Fields


  2: 
Push Fields



If it is trying to create a new record, I would even check for the nextid field 
as if that had been reset its often known to be a culprit for unique index 
errors..

Cheers

Joe

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Mary Dollus
Sent: Wednesday, March 12, 2008 10:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: Can't delete a user from CTM:People


Trying a zip file...

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of T. Dee
Sent: Tuesday, March 11, 2008 9:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Can't delete a user from CTM:People

Could I be the licenses or permissions they belong to?  Try removing
their groups / permissions and try again.



On Tue, Mar 11, 2008 at 7:43 PM, Mary Dollus
<[EMAIL PROTECTED]> wrote:
> **
>
>
> Hi All,
>
>
>
> I'm trying to delete some users out of the CTM:People form however I keep
> getting the error ARERR (382) The value(s) for this entry violate a unique
> index that has been identified for this form.  I ran logs but can't find
> what it's talking about...  I even tried adding a new record and deleting it
> (which works).  The records I can't seem to delete were restored from
> another server.
>
>
>
> Setting the status to Delete saved okay... it's just when I try to delete it.
>
>
>
> I checked the "CTM:SupportGroupFunctionalRole", "CTM:Support Group
> Association" and there are no entries for the users.
>
>
>
> They do have entries in CTM:People, CTM:People Permission Groups, and User.
> If I try to delete the user from any of these forms, I get the unique index
> error... L
>
>
>
> Has anyone encountered this?   If so, is there a way to resolve it?  I have
> over 7k records I need to dump and reload... but I have to delete them first.
>
>
>
> Thanks!!!
>
> Mary Dollus
>
>
>
> ARS 7.0.01 patch 005
>
> SQL server 2005
__

Re: ITSM 7 ootb customization shenanigans!

[Rick Cook]

This is affectionately known as "Engineering by Committee".  Different work
groups seem to have used different standards and protocols under which they
developed sections of ITSM.  Unless you want to rebuild it yourself (which
would make upgrades even more difficult), I don't know much you can do about
it apart from "fixing" it as gently as possible.

Rick

On Wed, Mar 12, 2008 at 2:00 PM, Kevin Pulsen <[EMAIL PROTECTED]> wrote:

> ** Background -
>
> System Apps - ITSM 7.003 patch 7 ootb
>
> Forms - HPD:Help Desk, HPD:IncidentInterface_Create, PBM:Problem
> Investigation
>
> Fields - Status Database ID 7, Priority Database ID 100164
>
> Issue - Attributes tab, ID Enumeration is set default (Linear, 0,1,2,3
> etc)
>
> Yet the field Urgency Database ID 100162, on the same set of forms, is
> set to ID Enumeration Custom with 1000,2000,3000, etc !!
>
> Furthermore, on the form SRM:Request the Status field (Database ID 7) is
> set with the ID Enumeration Custom with 1000,2000,3000, etc !!
>
> Where is the consistency?
>
> Why is the ID Enumeration for Status and Priority fields not set to Custom
> i.e. 1000,2000,3000,4000 etc?
>
> Results - I have attempted to set these "Shared" fields on the above
> mentioned forms to custom enumeration 1000,2000.3000, however there is
> freakin workflow with hard coded qualifications. Once I made the changes on
> these forms, freakin workflow bombed... (I have only found 4 filters so far,
> but I can only guess how many there are...)
>
> I know about 2 years from now, when the ITSM 7 system is up and running
> with out any issues (wink wink), there will be a mandate from the powers
> that be to add another STATUS or PRIORTY value, and they will ask WHY is it
> after CLOSED? It should be in the middle!
>
> Should I at that point, tell them to talk to BMC?
>
> WHERE IS THE CUSTOMIZATION
>
>
> Kevin P.
>
> --
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Re: New ARS 7.1 feature I didn't see in the Release Notes

[Joe D'Souza]

You could do that to some field properties in 5. With 6.3 it was extended to
workflow objects..

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Drake,Dave
  Sent: Wednesday, March 12, 2008 5:24 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: New ARS 7.1 feature I didn't see in the Release Notes


  **
  Been able to edit multiple objects like this, in some ways, since v5 I
thought




--
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
  Sent: Wednesday, March 12, 2008 4:16 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: New ARS 7.1 feature I didn't see in the Release Notes


  **
  Yeah its a pretty cool feature.. I also like the fact that you can select
a bunch of workflow objects like active links, filters, escalations etc. and
perform a mass update to non grayed out options. Your options get grayed out
if one or more pieces of workflow do not have the same property checked or
unchecked.. I remember it being a pain to do something similar in the
earlier days.. Imagine having to disable 100 filters temporarily.. that
would easily have taken an hour..

  Joe
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Rick Cook
Sent: Wednesday, March 12, 2008 5:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: New ARS 7.1 feature I didn't see in the Release Notes


** Nope.  I checked this morning.  It's at least 7.0, if not 7.1.
Whenever it came in, I like it!

Rick


On Wed, Mar 12, 2008 at 12:16 PM, Joe D'Souza <[EMAIL PROTECTED]> wrote:

  **
  Wasn't it available in 6.3 as well? I remember seeing this for quite
some time so am not sure if it was with 7 or 6.3 that I first noticed it..

  Joe
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Rick Cook
Sent: Wednesday, March 12, 2008 3:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: New ARS 7.1 feature I didn't see in the Release Notes


** Well, you may be right, but I didn't see it listed in the 7.0
release notes, either.  Since I've been working with 7.0 for a while, I
don't know why I didn't notice it before now.

Rick


On Wed, Mar 12, 2008 at 10:41 AM, Thad K Esser <[EMAIL PROTECTED]>
wrote:

  **
  I think that was first introduced with the 7.0 admin tool.  I
didn't do extensive testing, but I remember installing the 7.0 admin tool
specifically to use that feature against a 6.3 server, and it worked for
what I was doing.  I know what you're thinking, "bad Thad... don't mix
server/admin tool versions."

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


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

03/12/2008 10:35 AM

  Please respond to
  arslist@ARSLIST.ORG

   To arslist@ARSLIST.ORG
  cc
  Subject New ARS 7.1 feature I didn't see in the
Release Notes







  ** On a 7.1 server, select a group of workflow objects,
right-click, and select Edit.  What you get will include an Advanced tab,
which allows you three options:


  PREFIX - add a prefix to the names of the objects.
  APPEND - add a suffix to the names of the objects.
  REPLACE - replace string A with string B.

  Nice!  Thanks, BMC!

  Rick
No virus found in this outgoing message.
Checked by AVG.
Version: 7.5.518 / Virus Database: 269.21.7/1327 - Release Date: 3/12/2008
1:27 PM

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Job posting

[Moore, Christopher Allen]

 

Location: Austin, TX 

Full time permanent position

 

BMC Remedy Action Request System 7.0.1 

 

Remedy developer/administrator(s) for client Remedy system. 

 Applicant should be able to provide administration of Remedy people,
locations, categorizations, and groups in a 7.x system.  This person
should be able to design, develop and/or re-engineer Remedy objects such
as workflow and forms. The position requires that the applicant
understand customers' requirements and can provide solutions by
tailoring Remedy.  A successful candidate must also have a strong
technical background with a good understanding of data and data sources,
focusing primarily on relational data structures.   Applicant must be
comfortable with the upgrade/patching process in Windows environment.

 

 

 

Familiarity with the ITSM 7.x suite (BMC Remedy Incident, Problem,
Change, Service Level, CMDB (2.x), and Asset Management applications) is
essential. 

Experience with Microsoft SQL Server is preferred.

The administrator should possess knowledge of integrations between the
Remedy system and asset discovery software, monitoring software, and
other IT service management systems.  

Foundational knowledge of IT Infrastructure Library (ITIL) processes is
also important. 

The administrator needs to have strong communication skills, deep
business process knowledge, and excellent technical skills.  The
administrator also needs to have sturdy problem determination knowledge
and experiences in the IT field. 

 

** Applicants must be able to pass a criminal history background check-
Class B misdemeanor and above will not be considered**

 

Please contact me off list for more information/questions.

 

Chris Moore

 

 

 


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AIE 7.1.00 Patch 002 WARNING

[strauss]

It's posted out there, but don't install it and expect everything to
keep working.

If you have a data exchange with a data mapping that has a Data Key
Query that includes an AR Form Query for a field value, it is not
parsing correctly in Patch 002.

In Patch 001 it parses the following Query:
$Corporate ID Right$ = "0"

..like this:
[Wed Mar 12 2008 16:16:53.0240] -   AR System Query:
('64000' = "0")
... which is correct and is working just fine.

In Patch 002 it parses the same query as:
[Wed Mar 12 2008 15:32:14.9060] -   AR System Query:
('64000Corporate ID Right' = "0")
...which of course does not work at all.

The error shows up in the eiemain.log as:
[Wed Mar 12 2008 15:32:14.9690] A fatal setup error occurred, service
cannot run until it is corrected. (EIEMSG 3317)

You have to debug down to the Record Details level to see what is
actually happening.

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

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Re: New ARS 7.1 feature I didn't see in the Release Notes

[Drake,Dave]

Been able to edit multiple objects like this, in some ways, since v5 I thought



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Joe D'Souza
Sent: Wednesday, March 12, 2008 4:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: New ARS 7.1 feature I didn't see in the Release Notes


** 
Yeah its a pretty cool feature.. I also like the fact that you can select a 
bunch of workflow objects like active links, filters, escalations etc. and 
perform a mass update to non grayed out options. Your options get grayed out if 
one or more pieces of workflow do not have the same property checked or 
unchecked.. I remember it being a pain to do something similar in the earlier 
days.. Imagine having to disable 100 filters temporarily.. that would easily 
have taken an hour..
 
Joe

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] Behalf Of Rick Cook
Sent: Wednesday, March 12, 2008 5:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: New ARS 7.1 feature I didn't see in the Release Notes


** Nope.  I checked this morning.  It's at least 7.0, if not 7.1.  
Whenever it came in, I like it!

Rick


On Wed, Mar 12, 2008 at 12:16 PM, Joe D'Souza <[EMAIL PROTECTED]> wrote:


** 
Wasn't it available in 6.3 as well? I remember seeing this for 
quite some time so am not sure if it was with 7 or 6.3 that I first noticed it..
 
Joe

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] Behalf Of Rick Cook
Sent: Wednesday, March 12, 2008 3:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: New ARS 7.1 feature I didn't see in the 
Release Notes


** Well, you may be right, but I didn't see it listed 
in the 7.0 release notes, either.  Since I've been working with 7.0 for a 
while, I don't know why I didn't notice it before now.

Rick


On Wed, Mar 12, 2008 at 10:41 AM, Thad K Esser <[EMAIL 
PROTECTED]> wrote:


** 
I think that was first introduced with the 7.0 
admin tool.  I didn't do extensive testing, but I remember installing the 7.0 
admin tool specifically to use that feature against a 6.3 server, and it worked 
for what I was doing.  I know what you're thinking, "bad Thad... don't mix 
server/admin tool versions." 

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



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

03/12/2008 10:35 AM 

Please respond to
arslist@ARSLIST.ORG

To
arslist@ARSLIST.ORG 
cc

Subject
New ARS 7.1 feature I didn't see in the Release Notes   






** On a 7.1 server, select a group of workflow 
objects, right-click, and select Edit.  What you get will include an Advanced 
tab, which allows you three options: 


PREFIX - add a prefix to the names of the 
objects.
APPEND - add a suffix to the names of the 
objects.
REPLACE - replace string A with string B.

Nice!  Thanks, BMC!

Rick

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CONFIDENTIALITY NOTICE This message and any included attachments are from 
Cerner Corporation and are intended only for the addressee. The information 
contained in this message is confidential and may constitute inside or 
non-public information under international, federal, or state securities laws. 
Unauthorized forwarding, printing, copying, distribution, or use of such 
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delivery error by e-mail or you may call Cerner's corporate offices in Kansas 
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Re: Strange Remedy and VPN

[Kevin Pulsen]

Hi Kathy,

If it's a windows system, you can try to add the IP  address and FQDN of the 
system in the hosts file. Some VPN's don't resolve DNS  properly.
It might look something like this...

192.168.0.3ARSERVER.HOST.COM

the file should be in  

c:\WINDOWS\system32\drivers\etc\hosts

Have them try this and  reboot.

Kevin P.


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http://mail.yahoo.com 

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Re: New ARS 7.1 feature I didn't see in the Release Notes

[Joe D'Souza]

Yeah its a pretty cool feature.. I also like the fact that you can select a
bunch of workflow objects like active links, filters, escalations etc. and
perform a mass update to non grayed out options. Your options get grayed out
if one or more pieces of workflow do not have the same property checked or
unchecked.. I remember it being a pain to do something similar in the
earlier days.. Imagine having to disable 100 filters temporarily.. that
would easily have taken an hour..

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Rick Cook
  Sent: Wednesday, March 12, 2008 5:12 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: New ARS 7.1 feature I didn't see in the Release Notes


  ** Nope.  I checked this morning.  It's at least 7.0, if not 7.1.
Whenever it came in, I like it!

  Rick


  On Wed, Mar 12, 2008 at 12:16 PM, Joe D'Souza <[EMAIL PROTECTED]> wrote:

**
Wasn't it available in 6.3 as well? I remember seeing this for quite
some time so am not sure if it was with 7 or 6.3 that I first noticed it..

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Rick Cook
  Sent: Wednesday, March 12, 2008 3:05 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: New ARS 7.1 feature I didn't see in the Release Notes


  ** Well, you may be right, but I didn't see it listed in the 7.0
release notes, either.  Since I've been working with 7.0 for a while, I
don't know why I didn't notice it before now.

  Rick


  On Wed, Mar 12, 2008 at 10:41 AM, Thad K Esser <[EMAIL PROTECTED]>
wrote:

**
I think that was first introduced with the 7.0 admin tool.  I didn't
do extensive testing, but I remember installing the 7.0 admin tool
specifically to use that feature against a 6.3 server, and it worked for
what I was doing.  I know what you're thinking, "bad Thad... don't mix
server/admin tool versions."

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


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

  03/12/2008 10:35 AM

Please respond to
arslist@ARSLIST.ORG

 To arslist@ARSLIST.ORG
cc
Subject New ARS 7.1 feature I didn't see in the Release
Notes







** On a 7.1 server, select a group of workflow objects, right-click,
and select Edit.  What you get will include an Advanced tab, which allows
you three options:


PREFIX - add a prefix to the names of the objects.
APPEND - add a suffix to the names of the objects.
REPLACE - replace string A with string B.

Nice!  Thanks, BMC!

Rick
No virus found in this outgoing message.
Checked by AVG.
Version: 7.5.518 / Virus Database: 269.21.7/1327 - Release Date: 3/12/2008
1:27 PM

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Re: New ARS 7.1 feature I didn't see in the Release Notes

[Rick Cook]

Nope.  I checked this morning.  It's at least 7.0, if not 7.1.  Whenever it
came in, I like it!

Rick

On Wed, Mar 12, 2008 at 12:16 PM, Joe D'Souza <[EMAIL PROTECTED]> wrote:

> ** Wasn't it available in 6.3 as well? I remember seeing this for quite
> some time so am not sure if it was with 7 or 6.3 that I first noticed it..
>
> Joe
>
> -Original Message-
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] Behalf Of *Rick Cook
> *Sent:* Wednesday, March 12, 2008 3:05 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: New ARS 7.1 feature I didn't see in the Release Notes
>
> ** Well, you may be right, but I didn't see it listed in the 7.0 release
> notes, either.  Since I've been working with 7.0 for a while, I don't know
> why I didn't notice it before now.
>
> Rick
>
> On Wed, Mar 12, 2008 at 10:41 AM, Thad K Esser <[EMAIL PROTECTED]>
> wrote:
>
> > **
> > I think that was first introduced with the 7.0 admin tool.  I didn't do
> > extensive testing, but I remember installing the 7.0 admin tool
> > specifically to use that feature against a 6.3 server, and it worked for
> > what I was doing.  I know what you're thinking, "bad Thad... don't mix
> > server/admin tool versions."
> >
> > *Thad Esser*
> > Remedy Developer
> > "*Argue for your limitations, and sure enough, they're yours."*--
> > Richard Bach
> >
> >
> >   *"Rick Cook" <[EMAIL PROTECTED]>*
> > Sent by: "Action Request System discussion list(ARSList)" <
> > arslist@ARSLIST.ORG>
> >
> > 03/12/2008 10:35 AM
> >   Please respond to
> > arslist@ARSLIST.ORG
> >
> >To
> > arslist@ARSLIST.ORG  cc
> >   Subject
> > New ARS 7.1 feature I didn't see in the Release Notes
> >
> >
> >
> >
> > ** On a 7.1 server, select a group of workflow objects, right-click, and
> > select Edit.  What you get will include an Advanced tab, which allows you
> > three options:
> >
> >
> > PREFIX - add a prefix to the names of the objects.
> > APPEND - add a suffix to the names of the objects.
> > REPLACE - replace string A with string B.
> >
> > Nice!  Thanks, BMC!
> >
> > Rick
> >
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: What specifically breaks upgrades?

[J.T. Shyman]

Rick, if you have the 7.1 Patch 2 email.linux.tar.gz file you can open it
with Winzip or 7-zip and find the archgid utility in the /arsystem/linux
folder. You can then copy this to your server.

 

Unfortunately, getting the Windows version requires installing the Email
application.

 

--- J.T. Shyman

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, March 12, 2008 4:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: What specifically breaks upgrades?

 

** Must be a Windows thing.  It is not installed with AR System or Email on
Linux RHEL.  That's using the 7.1.0 patch 2 installs.

Rick

On Wed, Mar 12, 2008 at 11:38 AM, Joe D'Souza <[EMAIL PROTECTED]> wrote:

** 

Rick,

 

It is released to the best of my knowledge.. It usually gets installed with
the Email installation of 7.1?

 

These are the initial results I get if I run it which sounds like it is the
new version..

 

E:\Program Files\AR System\AREmail\KCH1D001>archgid
Action Request System  Change ID Utility   Version 7.1.00 Build 200707311333
(c) Copyright 2002-2007 BMC Software, Inc.

 


Enter user name:

 

I haven't used this version of it to say if it works or not but I would
assume it should..

 

Cheers

 

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Rick Cook
Sent: Wednesday, March 12, 2008 2:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: What specifically breaks upgrades?

** Good advice, Joe, except that AFAIK, archgid isn't available for v7.1 yet
- if it ever will be.  I don't think the 7.0 one will work against 7.1.

Rick

2008/3/12 Joe D'Souza <[EMAIL PROTECTED]>:

** 

Allen,

 

I would put using reserved field ranges to create your custom fields to be a
number 1.. By reserved I do not mean AR System reserved but the ones that
Remedy Developers use for their application.. If in case you have created
custom fields and using their range that they usually create fields from,
then in the event that they use the same ID, it could break your upgrade..

 

I would say the same thing for using the immediately available user range..
Avoid those too.. I have seen Remedy engineering using some of those fields
for trim fields etc. too in the past, as they do not bother to give those
trim fields a specific ID.. stay clear of those.. use ranges above the 6, 7
or 8 million range.. That way you could be sure that they would not invade
that range..

 

In case you have already done the above, I would use the archgid to correct
the problem and give your fields an ID on or above the 6 million range..

 

Cheers

 

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Moore, Christopher Allen
Sent: Wednesday, March 12, 2008 12:56 PM
To: arslist@ARSLIST.ORG
Subject: What specifically breaks upgrades?

** 

Hey everyone-

 

I'm putting together a plan to upgrade from 7.0 to 7.1.  We have done some
modifications to the system, but nothing too drastic.  Form changes,
additional workflow, but (as far as I know) no changes to the BMC OOTB
workflow.  

 

What sorts of changes specifically are problematic when upgrading?  

 

Windows Server

SQL DB

 

Thanks!

Chris

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Re: Strange Remedy and VPN

[Grooms, Frederick W]

I have see problems where an Active Link on Window Open is using a FQDN
to pull data from another form and the VPN didn't know how to find that
name (One developer connected to the server using the full name and the
rest of us used the short name. The DNS was different between the local
network and VPN) .  Have him turn on logging in the user tool and
generate the error.  That should tell you exactly where the error is
coming from.
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kathy Morris
Sent: Wednesday, March 12, 2008 3:55 PM
To: arslist@ARSLIST.ORG
Subject: Strange Remedy and VPN


Hi All,
 
I have a user who works remotely sometimes.  When he's in the office, he
can access all the remedy forms/objects from the laptop.  When working
thru remotely thru VPN, he uses the same laptop and he gets an error
when opening up certain forms thru the user tool.  Has anyone ever
experienced or seen this before?  We are trying to find out why he can
not click on certain remedy objects only thru VPN?



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Re: Strange Remedy and VPN

[David.M Clark]

I've sometimes run into problems with VPN seeing Remedy tables with the server 
identified by the fully qualified domain name, whereas in the office it is 
resolved to the short name by DNS.  The result is that the server cannot be 
located, so the form can't be either.

David M Clark
Remedy Programmer/Analyst


>>> Kathy Morris <[EMAIL PROTECTED]> 3/12/2008 3:55 PM >>>
Hi All,
 
I have a user who works remotely sometimes.  When he's in the office,  he can 
access all the remedy forms/objects from the laptop.  When working  thru 
remotely thru VPN, he uses the same laptop and he gets an error when  opening 
up 
certain forms thru the user tool.  Has anyone every experienced  or seen this 
before?  We are trying to find out why he can not click on  certain remedy 
objects only thru VPN?



**It's Tax Time! Get tips, forms, and advice on AOL Money & 
Finance.  (http://money.aol.com/tax?NCID=aolprf000301)

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Re: Strange Remedy and VPN

[Joe D'Souza]

To further add to what I wrote, you will also have to configure the mid tier
server with another entry in the server list with an FQDN entry in case of
use of flashboards to get them working..

Cheers

Joe
  -Original Message-
  From: Joe D'Souza [mailto:[EMAIL PROTECTED]
  Sent: Wednesday, March 12, 2008 5:02 PM
  To: ARS Discussion List
  Subject: RE: Strange Remedy and VPN


  Kathy,

  Do those certain forms have flashboard fields by any chance? or table
fields?

  I have seen problems in some cases where the table fields or flashboards
if not accessed using FQDN, can cause certain problems..

  Joe
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Kathy Morris
Sent: Wednesday, March 12, 2008 4:55 PM
To: arslist@ARSLIST.ORG
Subject: Strange Remedy and VPN


**
Hi All,

I have a user who works remotely sometimes.  When he's in the office, he
can access all the remedy forms/objects from the laptop.  When working thru
remotely thru VPN, he uses the same laptop and he gets an error when opening
up certain forms thru the user tool.  Has anyone every experienced or seen
this before?  We are trying to find out why he can not click on certain
remedy objects only thru VPN?
No virus found in this outgoing message.
Checked by AVG.
Version: 7.5.518 / Virus Database: 269.21.7/1327 - Release Date: 3/12/2008
1:27 PM

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Re: Strange Remedy and VPN

[Joe D'Souza]

Kathy,

Do those certain forms have flashboard fields by any chance? or table
fields?

I have seen problems in some cases where the table fields or flashboards if
not accessed using FQDN, can cause certain problems..

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Kathy Morris
  Sent: Wednesday, March 12, 2008 4:55 PM
  To: arslist@ARSLIST.ORG
  Subject: Strange Remedy and VPN


  **
  Hi All,

  I have a user who works remotely sometimes.  When he's in the office, he
can access all the remedy forms/objects from the laptop.  When working thru
remotely thru VPN, he uses the same laptop and he gets an error when opening
up certain forms thru the user tool.  Has anyone every experienced or seen
this before?  We are trying to find out why he can not click on certain
remedy objects only thru VPN?
No virus found in this outgoing message.
Checked by AVG.
Version: 7.5.518 / Virus Database: 269.21.7/1327 - Release Date: 3/12/2008
1:27 PM

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Re: CI types and attributes - out of box - list?

[Leonard Neely - FOJ]

Here's a document that might be helpful for starters.

 

Leonard Neely

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Julie L Kanakanui JLKANAKA
Sent: Wednesday, March 12, 2008 1:37 PM
To: arslist@ARSLIST.ORG
Subject: CI types and attributes - out of box - list?

 

** 
Hello, 

We are starting on implementation of Asset Management 7.1 and would like to
use out-of-box CI's as much as possible.  Would anyone have a suggestion for
how best to print out 1) a list of out-of-box CI's and 2) the Specifications
for each of those?  This would give our asset folks something to work with,
to determine what, if any, other CI's we might need. 

Thank you, 

Julie 

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Data2CMDBMap.pdf
Description: Adobe PDF document

ITSM 7 ootb customization shenanigans!

[Kevin Pulsen]

Background -

System Apps - ITSM 7.003 patch 7 ootb

Forms - HPD:Help Desk, HPD:IncidentInterface_Create, PBM:Problem Investigation

Fields - Status Database ID 7, Priority Database ID 100164

Issue - Attributes tab, ID Enumeration is set default (Linear, 0,1,2,3 etc)

Yet the field Urgency Database ID 100162, on the same set of forms, is set 
to ID Enumeration Custom with 1000,2000,3000, etc !!

Furthermore, on the form SRM:Request the Status field (Database ID 7) is set 
with the ID Enumeration Custom with 1000,2000,3000, etc !!

Where is the consistency?

Why is the ID Enumeration for Status and Priority fields not set to Custom i.e. 
1000,2000,3000,4000 etc?

Results - I have attempted to set these "Shared" fields on the above mentioned 
forms to custom enumeration 1000,2000.3000, however there is freakin workflow 
with hard coded qualifications. Once I made the changes on these forms, freakin 
workflow bombed... (I have only found 4 filters so far, but I can only guess 
how many there are...)

I know about 2 years from now, when the ITSM 7 system is up and running with 
out any issues (wink wink), there will be a mandate from the powers that be to 
add another STATUS or PRIORTY value, and they will ask WHY is it after CLOSED? 
It should be in the middle!

Should I at that point, tell them to talk to BMC?

WHERE IS THE CUSTOMIZATION


Kevin P.
   
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Re: Removing Pending status as a choice

[Rick Cook]

Well, as long as the workflow goes both ways, I suppose that would work.
Good idea!

Rick

On Wed, Mar 12, 2008 at 12:12 PM, Moore, Christopher Allen <
[EMAIL PROTECTED]> wrote:

> **
>
> Rick-
>
>
>
> A variation of your last suggestion is the one I was originally leaning
> more towards.  I knew I couldn't just delete the status because the other
> options would just get moved up the list and get new numbers (unless I
> changed the numbering to custom), but I don't like the idea of doing that.
>  What I was thinking should work would be to hide the status field and make
> a new one in it's place that only has the options we want in it.  I can then
> set that value into the real status field on save or modify with a low
> execution number.  That way I wouldn't have to change any of the other
> workflow, except possibly the "wizard" stuff.
>
>
> Any reason why that wouldn't work?
>
>
> Chris
>
>
>
>
>
> *Chris Moore*  |  Remedy Developer  |  GOIS
>
> Unisys  |  9500 Metric Blvd  |  Austin TX 78758  |  512 719-9682
>
>
> THIS COMMUNICATION MAY CONTAIN CONFIDENTIAL AND/OR OTHERWISE PROPRIETARY
> MATERIAL and is thus for use only by the intended recipient. If you received
> this in error, please contact the sender and delete the e-mail and its
> attachments from all computers.
>
>
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Rick Cook
> *Sent:* Wednesday, March 12, 2008 1:53 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Removing Pending status as a choice
>
>
>
> ** Well, the obvious reason is that it numerically re-orders the values
> below it in the field.  If you don't know about that, you should before
> deleting the value.  There's likely to be workflow that will perform
> unpredictably if you were to delete the value.
>
>
> You could, however, change the text of the Pending value to say something
> like "Don't Select" or something, without affecting any workflow.
>
> There is another, more drastic step you might consider, though I think
> it's overkill for your situation.  Make the Status field read-only, and
> change the values via workflow, only when certain criteria are met.  That
> way, users can never select any value.
>
> Another long term change, though one that would have to be accounted for
> in any upgrade, is to change the nature of the field (by using a different
> field) so that the field values didn't use the ID Enumeration value of
> Linear (a 7.0 function).  By using a enum field with the value of Custom,
> you can remove a value without affecting the numerical representation of the
> other values.  But doing that with the existing field won't help you, since
> those values are already linear.  So you would have to create another Status
> field with the values you want, and then change ALL of the workflow (and
> there's tons of it) that touches the Status field.  Again, that seems like
> massive overkill for a problem with far more simple solutions available.
>
> Rick
>
> On Wed, Mar 12, 2008 at 10:21 AM, Moore, Christopher Allen <
> [EMAIL PROTECTED]> wrote:
>
> **
>
> Hey Rick-
>
>
>
> Thanks for the response!
>
>
>
> And error message was an initial consideration as well, but one we'd like
> to avoid.  It seems messy to the customer if there is an option in the list
> they can't use.  If there's a good reason not to do it either of the other
> ways I mentioned though (potential upgrade issues down the road) then the
> pop-up error message may be the best choice.  Any reason you can think of to
> not take it out of the drop down via another method?
>
>
>
> Thanks!
>
> Chris
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Rick Cook
> *Sent:* Wednesday, March 12, 2008 11:54 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Removing Pending status as a choice
>
>
>
> ** Well, here's a third option.  Create an Active Link that fires when the
> status is changed to Pending.  Make the actions whatever you want - a
> message explaining to the user that Pending is verboten, changing Status to
> something else, whatever.  I would also make a Filter that validates the
> value, to handle entry from outside the client.
>
> Rick
>
> On Wed, Mar 12, 2008 at 9:43 AM, Moore, Christopher Allen <
> [EMAIL PROTECTED]> wrote:
>
> Hey Ty-
>
> I'm not trying to delete the status reasons- I don't want the option for
> people to choose Pending as a status at all.  Unfortunately (in this
> case) It's an attribute of the field, not a menu.  The only way I can
> think of to do that are the 2 I listed, but I'm open to other options!
>
> Chris
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
> Sent: Wednesday, March 12, 2008 11:05 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Removing Pending status as a choice
>
> Do not delete the Pending Statuses - mark them offline in SYS:Statu

Re: Strange Remedy and VPN (U)

[Hennigan, Sandra H CTR OSD-CIO]

UNCLASSIFIED

On the Remedy WUT, server name - use the fully qualified server name

Sandra Hennigan

OSD Enterprise Remedy Administrator
Office # 703-602-2525 x248

Apparently, there is nothing that cannot happen today.  Mark Twain

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kathy Morris
Sent: Wednesday, March 12, 2008 4:55 PM
To: arslist@ARSLIST.ORG
Subject: Strange Remedy and VPN


** 
Hi All,
 
I have a user who works remotely sometimes.  When he's in the office, he
can access all the remedy forms/objects from the laptop.  When working
thru remotely thru VPN, he uses the same laptop and he gets an error
when opening up certain forms thru the user tool.  Has anyone every
experienced or seen this before?  We are trying to find out why he can
not click on certain remedy objects only thru VPN?



  _  

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Re: What specifically breaks upgrades?

[Joe D'Souza]

Possible.. I can send you the windows file if you want.. Write to me offline
if you think this may be of use to you.. we may need to exchange a few mails
to get it working for you as it may require supporting dll files..

Cheers

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Rick Cook
  Sent: Wednesday, March 12, 2008 4:41 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: What specifically breaks upgrades?


  ** Must be a Windows thing.  It is not installed with AR System or Email
on Linux RHEL.  That's using the 7.1.0 patch 2 installs.

  Rick


  On Wed, Mar 12, 2008 at 11:38 AM, Joe D'Souza <[EMAIL PROTECTED]> wrote:

**
Rick,

It is released to the best of my knowledge.. It usually gets installed
with the Email installation of 7.1?

These are the initial results I get if I run it which sounds like it is
the new version..

E:\Program Files\AR System\AREmail\KCH1D001>archgid
Action Request System  Change ID Utility   Version 7.1.00 Build
200707311333
(c) Copyright 2002-2007 BMC Software, Inc.


Enter user name:

I haven't used this version of it to say if it works or not but I would
assume it should..

Cheers

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Rick Cook
  Sent: Wednesday, March 12, 2008 2:11 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: What specifically breaks upgrades?


  ** Good advice, Joe, except that AFAIK, archgid isn't available for
v7.1 yet - if it ever will be.  I don't think the 7.0 one will work against
7.1.

  Rick


  2008/3/12 Joe D'Souza <[EMAIL PROTECTED]>:

**
Allen,

I would put using reserved field ranges to create your custom fields
to be a number 1.. By reserved I do not mean AR System reserved but the ones
that Remedy Developers use for their application.. If in case you have
created custom fields and using their range that they usually create fields
from, then in the event that they use the same ID, it could break your
upgrade..

I would say the same thing for using the immediately available user
range.. Avoid those too.. I have seen Remedy engineering using some of those
fields for trim fields etc. too in the past, as they do not bother to give
those trim fields a specific ID.. stay clear of those.. use ranges above the
6, 7 or 8 million range.. That way you could be sure that they would not
invade that range..

In case you have already done the above, I would use the archgid to
correct the problem and give your fields an ID on or above the 6 million
range..

Cheers

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Moore, Christopher Allen
  Sent: Wednesday, March 12, 2008 12:56 PM
  To: arslist@ARSLIST.ORG
  Subject: What specifically breaks upgrades?


  **
  Hey everyone-



  I'm putting together a plan to upgrade from 7.0 to 7.1.  We have
done some modifications to the system, but nothing too drastic.  Form
changes, additional workflow, but (as far as I know) no changes to the BMC
OOTB workflow.



  What sorts of changes specifically are problematic when upgrading?



  Windows Server

  SQL DB



  Thanks!

  Chris

No virus found in this outgoing message.
Checked by AVG.
Version: 7.5.518 / Virus Database: 269.21.7/1327 - Release Date: 3/12/2008
1:27 PM

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Re: DST - Leap Year Issue with Date Only fields

[Thomas Bean]

# of days since January 1, 4713 B.C., using a hybrid of the Julian and 
Gregorian calendar systems (similar to the Oracle calendar -- see 
http://www.orafaq.com/papers/dates_o.doc).


- Original Message - 
From: "Shawn Stonequist" <[EMAIL PROTECTED]>

Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Wednesday, March 12, 2008 3:27 PM
Subject: Re: DST - Leap Year Issue with Date Only fields


Does anyone know how the Date (not Date/Time displayed as Date Only) data 
is

stored?

For instance, we know Date/Time fields (regardless of how they are
displayed) are actually stored as Epoch/Unix time.

Thanks in advance!

Shawn Stonequist
EMNS Inc.

-Original Message-
From: Michelle L [mailto:[EMAIL PROTECTED]
Sent: Wednesday, March 12, 2008 1:54 PM
Subject: Re: DST - Leap Year Issue with Date Only fields

Hi, Randy:

Thank you for your response.  But, we're already on ARS 6.3 Patch 23.  Was
there another patch to address this.  Is this patch generally available or
is it something that you have to specifically request.

Thanks,
Michelle



Randy Simon
<[EMAIL PROTECTED]>
Sent by: "Action   To
Request Systemarslist@ARSLIST.ORG
discussion cc
list(ARSList)"
<[EMAIL PROTECTED] Subject
ORG>  Re: DST - Leap Year Issue with Date
  Only fields

03/12/2008 11:30
AM


Please respond to
[EMAIL PROTECTED]
   RG






If you are on ARS 6.3 there is a patch for this problem.
We had the same problem, but we are on 6.0 and would need to upgrade to
6.3 and install the patch.


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michelle L
Sent: Wednesday, March 12, 2008 11:29 AM
To: arslist@ARSLIST.ORG
Subject: DST - Leap Year Issue with Date Only fields

Hey Y'all:

Remedy ARS 6.3 P23 (Server is in Central time zone) Windows 2003 SQL 
Server

2000 Admin tool ARS 6.3 P23 User Tool 6.3 P23 and 7.0.1 Patch 005

We're not sure if this issue is DST only related or DST and Leap Year
related.

We discovered an interesting phenomenon when we reviewed records in 
various

forms with Date fields (not Date/Time).  On March 9, 2008 starting at 3:00
AM and continuing through the remainder of the day, any Date field set 
with
$DATE$ was set to March 8, 2008.  It didn't matter what time of day it 
was.

Date/Time fields were appropriately set to March 9, 2008 and current time.

We had to update thousands of records in various forms.

Did anyone who is still on Remedy ARS 6.3 experience this?

Thanks,
Michelle



==

Confidentiality Notice: The information contained in and transmitted with
this communication is strictly confidential, is intended only for the use 
of

the intended recipient, and is the property of Countrywide Financial
Corporation or its affiliates and subsidiaries.  If you are not the 
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recipient, you are hereby notified that any use of the information 
contained
in or transmitted with the communication or dissemination, distribution, 
or

copying of this communication is strictly prohibited by law.  If you have
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communication to the sender and delete the original message and any copy 
of

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==


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STATEMENT OF CONFIDENTIALITY:

The information contained in this message or any attachments to this 
message

are intended only for the person(s) or entity to which it is addressed and
may contain confidential and/or privileged material as well as being
protected from disclosure.
Any review, retransmission, dissemination or other use of, or taking of 
any
action in reliance upon, this information by persons or entities other 
than

the intended recipient is strictly prohibited. If you received this in
error, please contact us immediately and delete the material from any
computer.

Thank You.



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Re: Dynamically changing the sort order of a table field

[Misi Mladoniczky]

Hi,

I have published a small utility called RRR|SelectionChange that can help
you fix the data: https://www.rrr.se/cgi/tools/main#rrrSelectionChange

It will even retain the Status-History values if it is field id 7.

You will also need to go through all workflow as explained earlier. I
would suggest using something like ARInside to find all references to the
field in question. You may also have other forms that mirrors that
specific status value.

An easier solution may be to create a mirror field with the Pending-value
missing. Create active-links and filters that copies the value of that
field into the hidden (current) field. The field can even be display-only,
and you can have a filter triggering on get-entry that sets this field
when it is displayed.

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

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

> Build custom table fields like the first and do show and hide and change
> field refresh the table field.. this may run additional queries to the db
> so
> may cost a bit more..
>
> Joe
>   -Original Message-
>   From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of Marc Simmons
>   Sent: Wednesday, March 12, 2008 4:07 PM
>   To: arslist@ARSLIST.ORG
>   Subject: Dynamically changing the sort order of a table field
>
>
>   **
>   Hi All,
>
>   I need a way to dynamically change the sort order of a table field using
> workflow only.  Does anyone know of a way to do this in ARS 6.3?
>
>   Thanks,
>
>   --
>   Marc Simmons
>   Remedy Administrator
> No virus found in this outgoing message.
> Checked by AVG.
> Version: 7.5.518 / Virus Database: 269.21.7/1327 - Release Date: 3/12/2008
> 1:27 PM
>
> ___
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>
> --
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>
>

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Strange Remedy and VPN

[Kathy Morris]

Hi All,
 
I have a user who works remotely sometimes.  When he's in the office,  he can 
access all the remedy forms/objects from the laptop.  When working  thru 
remotely thru VPN, he uses the same laptop and he gets an error when  opening 
up 
certain forms thru the user tool.  Has anyone every experienced  or seen this 
before?  We are trying to find out why he can not click on  certain remedy 
objects only thru VPN?



**It's Tax Time! Get tips, forms, and advice on AOL Money & 
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Re: What specifically breaks upgrades?

[Rick Cook]

Must be a Windows thing.  It is not installed with AR System or Email on
Linux RHEL.  That's using the 7.1.0 patch 2 installs.

Rick

On Wed, Mar 12, 2008 at 11:38 AM, Joe D'Souza <[EMAIL PROTECTED]> wrote:

> ** Rick,
>
> It is released to the best of my knowledge.. It usually gets installed
> with the Email installation of 7.1?
>
> These are the initial results I get if I run it which sounds like it is
> the new version..
>
> E:\Program Files\AR System\AREmail\KCH1D001>archgid
> Action Request System  Change ID Utility   Version 7.1.00 Build
> 200707311333
> (c) Copyright 2002-2007 BMC Software, Inc.
>
>
> Enter user name:
>
> I haven't used this version of it to say if it works or not but I would
> assume it should..
>
> Cheers
>
> Joe
>
> -Original Message-
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] Behalf Of *Rick Cook
> *Sent:* Wednesday, March 12, 2008 2:11 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: What specifically breaks upgrades?
>
> ** Good advice, Joe, except that AFAIK, archgid isn't available for v7.1yet - 
> if it ever will be.  I don't think the
> 7.0 one will work against 7.1.
>
> Rick
>
> 2008/3/12 Joe D'Souza <[EMAIL PROTECTED]>:
>
> > ** Allen,
> >
> > I would put using reserved field ranges to create your custom fields to
> > be a number 1.. By reserved I do not mean AR System reserved but the ones
> > that Remedy Developers use for their application.. If in case you have
> > created custom fields and using their range that they usually create fields
> > from, then in the event that they use the same ID, it could break your
> > upgrade..
> >
> > I would say the same thing for using the immediately available user
> > range.. Avoid those too.. I have seen Remedy engineering using some of those
> > fields for trim fields etc. too in the past, as they do not bother to give
> > those trim fields a specific ID.. stay clear of those.. use ranges above the
> > 6, 7 or 8 million range.. That way you could be sure that they would not
> > invade that range..
> >
> > In case you have already done the above, I would use the archgid to
> > correct the problem and give your fields an ID on or above the 6 million
> > range..
> >
> > Cheers
> >
> > Joe
> >
> > -Original Message-
> > *From:* Action Request System discussion list(ARSList) [mailto:
> > [EMAIL PROTECTED] Behalf Of *Moore, Christopher Allen
> > *Sent:* Wednesday, March 12, 2008 12:56 PM
> > *To:* arslist@ARSLIST.ORG
> > *Subject:* What specifically breaks upgrades?
> >
> > **
> >
> > Hey everyone-
> >
> >
> >
> > I'm putting together a plan to upgrade from 7.0 to 7.1.  We have done
> > some modifications to the system, but nothing too drastic.  Form changes,
> > additional workflow, but (as far as I know) no changes to the BMC OOTB
> > workflow.
> >
> >
> >
> > What sorts of changes specifically are problematic when upgrading?
> >
> >
> >
> > Windows Server
> >
> > SQL DB
> >
> >
> >
> > Thanks!
> >
> > Chris
> >
> > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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CI types and attributes - out of box - list?

[Julie L Kanakanui JLKANAKA]

Hello,

We are starting on implementation of Asset Management 7.1 and would like 
to use out-of-box CI's as much as possible.  Would anyone have a 
suggestion for how best to print out 1) a list of out-of-box CI's and 2) 
the Specifications for each of those?  This would give our asset folks 
something to work with, to determine what, if any, other CI's we might 
need.

Thank you,

Julie

[EMAIL PROTECTED]

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Re: DST - Leap Year Issue with Date Only fields

[Shawn Stonequist]

Does anyone know how the Date (not Date/Time displayed as Date Only) data is
stored?

For instance, we know Date/Time fields (regardless of how they are
displayed) are actually stored as Epoch/Unix time.

Thanks in advance!

Shawn Stonequist
EMNS Inc.

-Original Message-
From: Michelle L [mailto:[EMAIL PROTECTED] 
Sent: Wednesday, March 12, 2008 1:54 PM
Subject: Re: DST - Leap Year Issue with Date Only fields

Hi, Randy:

Thank you for your response.  But, we're already on ARS 6.3 Patch 23.  Was
there another patch to address this.  Is this patch generally available or
is it something that you have to specifically request.

Thanks,
Michelle


   
 Randy Simon   
 <[EMAIL PROTECTED]> 
 Sent by: "Action   To 
 Request Systemarslist@ARSLIST.ORG 
 discussion cc 
 list(ARSList)"
 <[EMAIL PROTECTED] Subject 
 ORG>  Re: DST - Leap Year Issue with Date 
   Only fields 
   
 03/12/2008 11:30  
 AM
   
   
 Please respond to 
 [EMAIL PROTECTED] 
RG 
   
   




If you are on ARS 6.3 there is a patch for this problem.
We had the same problem, but we are on 6.0 and would need to upgrade to
6.3 and install the patch.


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michelle L
Sent: Wednesday, March 12, 2008 11:29 AM
To: arslist@ARSLIST.ORG
Subject: DST - Leap Year Issue with Date Only fields

Hey Y'all:

Remedy ARS 6.3 P23 (Server is in Central time zone) Windows 2003 SQL Server
2000 Admin tool ARS 6.3 P23 User Tool 6.3 P23 and 7.0.1 Patch 005

We're not sure if this issue is DST only related or DST and Leap Year
related.

We discovered an interesting phenomenon when we reviewed records in various
forms with Date fields (not Date/Time).  On March 9, 2008 starting at 3:00
AM and continuing through the remainder of the day, any Date field set with
$DATE$ was set to March 8, 2008.  It didn't matter what time of day it was.
Date/Time fields were appropriately set to March 9, 2008 and current time.

We had to update thousands of records in various forms.

Did anyone who is still on Remedy ARS 6.3 experience this?

Thanks,
Michelle



==

Confidentiality Notice: The information contained in and transmitted with
this communication is strictly confidential, is intended only for the use of
the intended recipient, and is the property of Countrywide Financial
Corporation or its affiliates and subsidiaries.  If you are not the intended
recipient, you are hereby notified that any use of the information contained
in or transmitted with the communication or dissemination, distribution, or
copying of this communication is strictly prohibited by law.  If you have
received this communication in error, please immediately return this
communication to the sender and delete the original message and any copy of
it in your possession.

==


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The information contained in this message or any attachments to this message
are intended only for the person(s) or entity to which it is addressed and
may contain confidential and/or privileged material as well as being
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error, please contact us immediat

MidTier 7 and ARSystem Reports

[Frank Caruso]

I am having an issue with MidTier 7.1 (Version 7.1.00 Patch 001
200711152311) where it will not display any ARSystem reports. I get
the following error message:

Error during processing : ARERR [241] Cannot specify a diary field, a
character field with unlimited length or maximum length over 255
bytes, or Status-History as a field in a get list description :
225 ARERR [241] Cannot specify a diary field, a character field
with unlimited length or maximum length over 255 bytes, or
Status-History as a field in a get list description : 224 ARERR
[241] Cannot specify a diary field, a character field with unlimited
length or maximum length over 255 bytes, or Status-History as a field
in a get list description : 223

I understand the error but am wondering if anyone else has seen this
and is there a patch.

Thank you

Frank

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Re: Dynamically changing the sort order of a table field

[Joe D'Souza]

Build custom table fields like the first and do show and hide and change
field refresh the table field.. this may run additional queries to the db so
may cost a bit more..

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Marc Simmons
  Sent: Wednesday, March 12, 2008 4:07 PM
  To: arslist@ARSLIST.ORG
  Subject: Dynamically changing the sort order of a table field


  **
  Hi All,

  I need a way to dynamically change the sort order of a table field using
workflow only.  Does anyone know of a way to do this in ARS 6.3?

  Thanks,

  --
  Marc Simmons
  Remedy Administrator
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Re: Removing Pending status as a choice

[Joe D'Souza]

It would but you would have to run an active link to
perform-action-active-link on the status field on selection of the new field
you create.. Great (innovative) idea!

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Moore, Christopher Allen
  Sent: Wednesday, March 12, 2008 3:12 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Removing Pending status as a choice


  **
  Rick-



  A variation of your last suggestion is the one I was originally leaning
more towards.  I knew I couldn’t just delete the status because the other
options would just get moved up the list and get new numbers (unless I
changed the numbering to custom), but I don’t like the idea of doing that.
What I was thinking should work would be to hide the status field and make a
new one in it’s place that only has the options we want in it.  I can then
set that value into the real status field on save or modify with a low
execution number.  That way I wouldn’t have to change any of the other
workflow, except possibly the “wizard” stuff.


  Any reason why that wouldn’t work?


  Chris





  Chris Moore  |  Remedy Developer  |  GOIS

  Unisys  |  9500 Metric Blvd  |  Austin TX 78758  |  512
719-9682





THIS COMMUNICATION MAY CONTAIN CONFIDENTIAL AND/OR OTHERWISE
PROPRIETARY MATERIAL and is thus for use only by the intended recipient. If
you received this in error, please contact the sender and delete the e-mail
and its attachments from all computers.







--

  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
  Sent: Wednesday, March 12, 2008 1:53 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Removing Pending status as a choice



  ** Well, the obvious reason is that it numerically re-orders the values
below it in the field.  If you don't know about that, you should before
deleting the value.  There's likely to be workflow that will perform
unpredictably if you were to delete the value.

  You could, however, change the text of the Pending value to say something
like "Don't Select" or something, without affecting any workflow.

  There is another, more drastic step you might consider, though I think
it's overkill for your situation.  Make the Status field read-only, and
change the values via workflow, only when certain criteria are met.  That
way, users can never select any value.

  Another long term change, though one that would have to be accounted for
in any upgrade, is to change the nature of the field (by using a different
field) so that the field values didn't use the ID Enumeration value of
Linear (a 7.0 function).  By using a enum field with the value of Custom,
you can remove a value without affecting the numerical representation of the
other values.  But doing that with the existing field won't help you, since
those values are already linear.  So you would have to create another Status
field with the values you want, and then change ALL of the workflow (and
there's tons of it) that touches the Status field.  Again, that seems like
massive overkill for a problem with far more simple solutions available.

  Rick

  On Wed, Mar 12, 2008 at 10:21 AM, Moore, Christopher Allen
<[EMAIL PROTECTED]> wrote:

  **

  Hey Rick-



  Thanks for the response!



  And error message was an initial consideration as well, but one we'd like
to avoid.  It seems messy to the customer if there is an option in the list
they can't use.  If there's a good reason not to do it either of the other
ways I mentioned though (potential upgrade issues down the road) then the
pop-up error message may be the best choice.  Any reason you can think of to
not take it out of the drop down via another method?



  Thanks!

  Chris



  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
  Sent: Wednesday, March 12, 2008 11:54 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: Removing Pending status as a choice



  ** Well, here's a third option.  Create an Active Link that fires when the
status is changed to Pending.  Make the actions whatever you want - a
message explaining to the user that Pending is verboten, changing Status to
something else, whatever.  I would also make a Filter that validates the
value, to handle entry from outside the client.

  Rick

  On Wed, Mar 12, 2008 at 9:43 AM, Moore, Christopher Allen
<[EMAIL PROTECTED]> wrote:

  Hey Ty-

  I'm not trying to delete the status reasons- I don't want the option for
  people to choose Pending as a status at all.  Unfortunately (in this
  case) It's an attribute of the field, not a menu.  The only way I can
  think of to do that are the 2 I listed, but I'm open to other options!

  Chris

  -Original Message-
  From: Action Request System discussion list(ARSList)
  [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
  Sent: Wedne

Remedy position available in Maryland

[Marc Simmons]

Hi List,

I'm not the hiring party, but have been asked to help find someone.  We are
currently looking for a mid-level to senior Remedy developer (around 3 - 5
years experience).  The candidate must be a U.S. citizen and hold an active
clearance.  It's a lot of work but pretty cool.  We are deploying a system
highly integrated with several HP OpenView and other products.  If you like
doing customized development as well as integration, then this is for you.

Interested parties can send their resume to me:

Marc Simmons
[EMAIL PROTECTED]

Thanks,

Marc Simmons
Remedy Administrator

"Everyday above ground is a good day... the rest is a choice!"

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Re: Audit Log for Deleted Tickets

[Louis Cobuccio]

Ty,

I don't see any hidden or temp fields for Assignee on either the Task or
the Change form.   I also just tried running a report through crystal
against the Change form where the Infrastructure Change ID is equal to
the change request id I see on the task form, and that didn't return any
data, so I am thinking that this change ticket doesn't exist in the
system any more.

Lou

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Wednesday, March 12, 2008 1:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: Audit Log for Deleted Tickets

Lou - did it work?

On 3/12/08, Louis Cobuccio <[EMAIL PROTECTED]> wrote:
> Thanks Ty I'll give that a go.
>
> Lou
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
> Sent: Wednesday, March 12, 2008 11:44 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Audit Log for Deleted Tickets
>
> I had this happen to - it is due to the fact that someone is blanking
> out the "Assignee", but Remedy is not blanking out the hidden Assigned
> To field.  Do a report with the Assignee and Assigned To and you will
> see the problem.
>
> Hope this helps.
>
> Ty
>
>
> On 3/12/08, Louis Cobuccio <[EMAIL PROTECTED]> wrote:
> > Good morning List,
> >
> > I've got a couple of strange ones for the list this morning.   One
of
> > our
> > techs found serveral Task Tickets that were in a status of Staging
in
> > the
> > system.
> >
> > He was the only tech who could see the tickets in the console window
> > even
> > though the tasks are assigned only at the group level, so anyone
else
> in
> >
> > his group should see them in the console too but don't.  That is
> strange
> > item one.
> >
> > Strange item two is that after sucessfully search for the tasks, I
> can't
> >
> > open or search for the parent Change ticket.  Here is the warning
> > message I
> > am receiveing:
> >
> > The owner request does not exist yet and cannot be opened. (ARWARN
> > 45162)
> >
> > The preceding message occurred during the execution of active link
> > TMS:SHR:OpenRootRequestDoesNotExist -- action 1. (ARNOTE 1101)
> >
> > My thought is that perhaps the parent change tickets were deleted
from
> > the
> > system.  Does that make sense?  Any other thoughts on this?  Is
there
> > any sort of audit that takes place for when an item is deleted from
> the
> > system?
> >
> > We are running version 7.0.01 patch 006 in a Windows environment
with
> > SQL 2005.
> >
> >
>

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>
>

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>

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Dynamically changing the sort order of a table field

[Marc Simmons]

Hi All,

I need a way to dynamically change the sort order of a table field using
workflow only.  Does anyone know of a way to do this in ARS 6.3?

Thanks,

-- 
Marc Simmons
Remedy Administrator

"Everyday above ground is a good day... the rest is a choice!"

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Deleting records that has TSK and Related Items

[Oyefeso, Bola]

  

Hi all,

 

May be someone can come up with an easy way of doing this.

We are running Oracle 9i, ARS 6.0, and Helpdesk 5.0.  I have to delete
records that are closed for more than 3 years.  There are two areas of
concern:

 

Some of these records have related items.  Although the (parent) ticket
may have been closed for more than 3 years, if it has a related ticket
that is still open, we do not want to close the (parent) ticket.  

 

The same is with Task.  If a Change Request has several Tasks, and some
of the Task have been closed; we don't want to delete those Tasks if the
Change Request is still open.

 

Has anyone done these before?

 

Bola Oyefeso


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<>

Re: New ARS 7.1 feature I didn't see in the Release Notes

[Thad K Esser]

I have both admin tools installed (6.3 p16 and 7.1).  Its not there when I 
use 6.3.

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



"Joe D'Souza" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 

03/12/2008 12:16 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: New ARS 7.1 feature I didn't see in the Release Notes






** 
Wasn't it available in 6.3 as well? I remember seeing this for quite some 
time so am not sure if it was with 7 or 6.3 that I first noticed it..
 
Joe
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] Behalf Of Rick Cook
Sent: Wednesday, March 12, 2008 3:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: New ARS 7.1 feature I didn't see in the Release Notes

** Well, you may be right, but I didn't see it listed in the 7.0 release 
notes, either.  Since I've been working with 7.0 for a while, I don't know 
why I didn't notice it before now.

Rick

On Wed, Mar 12, 2008 at 10:41 AM, Thad K Esser <[EMAIL PROTECTED]> 
wrote:
** 
I think that was first introduced with the 7.0 admin tool.  I didn't do 
extensive testing, but I remember installing the 7.0 admin tool 
specifically to use that feature against a 6.3 server, and it worked for 
what I was doing.  I know what you're thinking, "bad Thad... don't mix 
server/admin tool versions." 

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


"Rick Cook" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" <
arslist@ARSLIST.ORG> 
03/12/2008 10:35 AM 


Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG 
cc

Subject
New ARS 7.1 feature I didn't see in the Release Notes








** On a 7.1 server, select a group of workflow objects, right-click, and 
select Edit.  What you get will include an Advanced tab, which allows you 
three options: 


PREFIX - add a prefix to the names of the objects.
APPEND - add a suffix to the names of the objects.
REPLACE - replace string A with string B.

Nice!  Thanks, BMC!

Rick
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Re: Removing Pending status as a choice

[Moore, Christopher Allen]

Rick-

 

A variation of your last suggestion is the one I was originally leaning
more towards.  I knew I couldn't just delete the status because the
other options would just get moved up the list and get new numbers
(unless I changed the numbering to custom), but I don't like the idea of
doing that.  What I was thinking should work would be to hide the status
field and make a new one in it's place that only has the options we want
in it.  I can then set that value into the real status field on save or
modify with a low execution number.  That way I wouldn't have to change
any of the other workflow, except possibly the "wizard" stuff.


Any reason why that wouldn't work?


Chris

 

  

Chris Moore  |  Remedy Developer  |  GOIS

Unisys  |  9500 Metric Blvd  |  Austin TX 78758  |  512 719-9682

 


THIS COMMUNICATION MAY CONTAIN CONFIDENTIAL AND/OR OTHERWISE PROPRIETARY
MATERIAL and is thus for use only by the intended recipient. If you
received this in error, please contact the sender and delete the e-mail
and its attachments from all computers. 

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, March 12, 2008 1:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: Removing Pending status as a choice

 

** Well, the obvious reason is that it numerically re-orders the values
below it in the field.  If you don't know about that, you should before
deleting the value.  There's likely to be workflow that will perform
unpredictably if you were to delete the value.

You could, however, change the text of the Pending value to say
something like "Don't Select" or something, without affecting any
workflow.

There is another, more drastic step you might consider, though I think
it's overkill for your situation.  Make the Status field read-only, and
change the values via workflow, only when certain criteria are met.
That way, users can never select any value.

Another long term change, though one that would have to be accounted for
in any upgrade, is to change the nature of the field (by using a
different field) so that the field values didn't use the ID Enumeration
value of Linear (a 7.0 function).  By using a enum field with the value
of Custom, you can remove a value without affecting the numerical
representation of the other values.  But doing that with the existing
field won't help you, since those values are already linear.  So you
would have to create another Status field with the values you want, and
then change ALL of the workflow (and there's tons of it) that touches
the Status field.  Again, that seems like massive overkill for a problem
with far more simple solutions available.

Rick

On Wed, Mar 12, 2008 at 10:21 AM, Moore, Christopher Allen <
[EMAIL PROTECTED]> wrote:

** 

Hey Rick-

 

Thanks for the response!

 

And error message was an initial consideration as well, but one we'd
like to avoid.  It seems messy to the customer if there is an option in
the list they can't use.  If there's a good reason not to do it either
of the other ways I mentioned though (potential upgrade issues down the
road) then the pop-up error message may be the best choice.  Any reason
you can think of to not take it out of the drop down via another method?

 

Thanks!

Chris

 

From: Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, March 12, 2008 11:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Removing Pending status as a choice

 

** Well, here's a third option.  Create an Active Link that fires when
the status is changed to Pending.  Make the actions whatever you want -
a message explaining to the user that Pending is verboten, changing
Status to something else, whatever.  I would also make a Filter that
validates the value, to handle entry from outside the client.

Rick

On Wed, Mar 12, 2008 at 9:43 AM, Moore, Christopher Allen <
[EMAIL PROTECTED]> wrote:

Hey Ty-

I'm not trying to delete the status reasons- I don't want the option for
people to choose Pending as a status at all.  Unfortunately (in this
case) It's an attribute of the field, not a menu.  The only way I can
think of to do that are the 2 I listed, but I'm open to other options!

Chris

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Wednesday, March 12, 2008 11:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: Removing Pending status as a choice

Do not delete the Pending Statuses - mark them offline in SYS:Status
Reason Menu Items.  Simply add new ones to the SYS:Status Reason Menu
Items.  As well don't forget to get them to the hidden field Status
Reason.

As well remember about the Process Flow you have to modify the records
in VIS:ProcessAcceleratorItem - set the status to offline for the ones
you don't want and add new records for new Pending Statuses.

Hope that helps.

Ty


On 3/12/08, Moore, Christopher Allen <

Re: New ARS 7.1 feature I didn't see in the Release Notes

[LJ Longwing]

I did the same thing Thad...I was showed the feature in class, and when I
got back from class I installed the 7.0 admin tool so I could use that
feature against a 6.3 server :)

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Thad K Esser
Sent: Wednesday, March 12, 2008 11:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: New ARS 7.1 feature I didn't see in the Release Notes


** 
I think that was first introduced with the 7.0 admin tool.  I didn't do
extensive testing, but I remember installing the 7.0 admin tool specifically
to use that feature against a 6.3 server, and it worked for what I was
doing.  I know what you're thinking, "bad Thad... don't mix server/admin
tool versions." 

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




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


03/12/2008 10:35 AM 


Please respond to
arslist@ARSLIST.ORG



To
arslist@ARSLIST.ORG 

cc

Subject
New ARS 7.1 feature I didn't see in the Release Notes






** On a 7.1 server, select a group of workflow objects, right-click, and
select Edit.  What you get will include an Advanced tab, which allows you
three options:

PREFIX - add a prefix to the names of the objects.
APPEND - add a suffix to the names of the objects.
REPLACE - replace string A with string B.

Nice!  Thanks, BMC!

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


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


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Re: Can't delete a user from CTM:People

[Joe D'Souza]

Did anyone change the nextid for any of those supporting forms which was
possibly the reason why it couldn't create information in those forms when
it was trying to create with a push after finding no matching requests?

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Mary Dollus
  Sent: Wednesday, March 12, 2008 2:57 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Can't delete a user from CTM:People


  **
  Thanks Joe,



  I looked at that one last night; and checked the forms it’s pushing to
which are the CTM:Support Group Association form,
CTM:SupportGroupFunctionalRole and the CTM:Support Group Shift Assoc.  None
of these had any records for the users.



  I did just receive a call from BMC for the ticket I opened with them and
other than checking all we checked, she said to possibly do an arreload or
arcache command.



  What we finally did is to restore the User T, B, and H tables to what they
were on the dev server; once that was done I was able to delete records
again.



  It’s still interesting what was causing the deletes to fail though… still
don’t know other than somehow the links between the forms were deleted and
it seemingly was trying to create new records somewhere…



  So thank you all so much for your time!!! J



   - Mary





--

  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
  Sent: Wednesday, March 12, 2008 11:58 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: Can't delete a user from CTM:People



  Mary,



  I just had a minutes look at your logs, as I do not really have too much
time on my hands right now.. What I noticed is that its a Phase 2 action
that is failing so look at the first possible phase 2 action in your logs..
I would look for a push fields action.. It appears like your logs are
incomplete so it would be hard to tell from your logs which was the first
phase 2 action that should have been fired.. From your logs you have sent,
they start at order 500? Certainly there must be filters that fire before
that default order??



  IF not and if that is the complete log, I would look at the very first
filter that does a push fields, and check the form it pushes the information
to, to see if there is something there that it could break a unique index
of..



 
  Checking CTM:PPL:DeleteAssoc_780_PSGA/C/R+ (780)

 
 --> Passed -- perform actions

 
  0: Push Fields

 


 
  1: Push Fields

 


 
  2: Push Fields

 




  If it is trying to create a new record, I would even check for the nextid
field as if that had been reset its often known to be a culprit for unique
index errors..



  Cheers



  Joe



  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Mary Dollus
  Sent: Wednesday, March 12, 2008 10:16 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: Can't delete a user from CTM:People


  Trying a zip file...

  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
  Sent: Tuesday, March 11, 2008 9:06 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Can't delete a user from CTM:People

  Could I be the licenses or permissions they belong to?  Try removing
  their groups / permissions and try again.



  On Tue, Mar 11, 2008 at 7:43 PM, Mary Dollus
  <[EMAIL PROTECTED]> wrote:
  > **
  >
  >
  > Hi All,
  >
  >
  >
  > I'm trying to delete some users out of the CTM:People form however I
keep
  > getting the error ARERR (382) The value(s) for this entry violate a
unique
  > index that has been identified for this form.  I ran logs but can't find
  > what it's talking about...  I even tried adding a new record and
deleting it
  > (which works).  The records I can't seem to delete were restored from
  > another server.
  >
  >
  >
  > Setting the status to Delete saved okay... it's just when I try to
delete it.
  >
  >
  >
  > I checked the "CTM:SupportGroupFunctionalRole", "CTM:Support Group
  > Association" and there are no entries for the users.
  >
  >
  >
  > They do have entries in CTM:People, CTM:People Permission Groups, and
User.
  > If I try to delete the user from any of these forms, I get the unique
index
  > error... L
  >
  >
  >
  > Has anyone encountered this?   If so, is there a way to resolve it?  I
have
  > over 7k records I need to dump and reload... but I have to delete them
first.
  >
  >
  >
  > Thanks!!!
  >
  > Mary Dollus
  >
  >
  >
  > ARS 7.0.01 patch 005
  >
  > SQL server 2005

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Checked by AVG.
Version: 7.5.518 / Virus Database: 269.21.7/1327 - Release Date: 3/12/2008
1:27 PM

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Re: New ARS 7.1 feature I didn't see in the Release Notes

[Joe D'Souza]

Wasn't it available in 6.3 as well? I remember seeing this for quite some
time so am not sure if it was with 7 or 6.3 that I first noticed it..

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Rick Cook
  Sent: Wednesday, March 12, 2008 3:05 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: New ARS 7.1 feature I didn't see in the Release Notes


  ** Well, you may be right, but I didn't see it listed in the 7.0 release
notes, either.  Since I've been working with 7.0 for a while, I don't know
why I didn't notice it before now.

  Rick


  On Wed, Mar 12, 2008 at 10:41 AM, Thad K Esser <[EMAIL PROTECTED]>
wrote:

**
I think that was first introduced with the 7.0 admin tool.  I didn't do
extensive testing, but I remember installing the 7.0 admin tool specifically
to use that feature against a 6.3 server, and it worked for what I was
doing.  I know what you're thinking, "bad Thad... don't mix server/admin
tool versions."

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


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

  03/12/2008 10:35 AM

Please respond to
arslist@ARSLIST.ORG

 To arslist@ARSLIST.ORG
cc
Subject New ARS 7.1 feature I didn't see in the Release
Notes







** On a 7.1 server, select a group of workflow objects, right-click, and
select Edit.  What you get will include an Advanced tab, which allows you
three options:


PREFIX - add a prefix to the names of the objects.
APPEND - add a suffix to the names of the objects.
REPLACE - replace string A with string B.

Nice!  Thanks, BMC!

Rick
No virus found in this outgoing message.
Checked by AVG.
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1:27 PM

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Re: Removing Pending status as a choice

[Moore, Christopher Allen]

Thanks Phil.  They said Hi :)

Chris

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Phil Bautista
Sent: Wednesday, March 12, 2008 1:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Removing Pending status as a choice

Chris,

You could create workflow that will provide an error upon the selection
of
the status value and display an error message that this is no longer
allowed.  This will prevent them from using the value in the menu as
well as
informing the user of this change and even perhaps why.  Once they
"learn"
this, then the workflow and messages will no longer pester them and
encourage them to use the revised workflow and values.

HTH

(P.S. - Tell Janna & Shanna "Hi")

Phil Bautista, Remedy Approved Consultant (RAC)
Bull Creek Data Corporation
512-731-0304
www.bullcreek.com


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen
Sent: Wednesday, March 12, 2008 11:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Removing Pending status as a choice

Hey Ty-

I'm not trying to delete the status reasons- I don't want the option for
people to choose Pending as a status at all.  Unfortunately (in this
case) It's an attribute of the field, not a menu.  The only way I can
think of to do that are the 2 I listed, but I'm open to other options!

Chris

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Wednesday, March 12, 2008 11:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: Removing Pending status as a choice

Do not delete the Pending Statuses - mark them offline in SYS:Status
Reason Menu Items.  Simply add new ones to the SYS:Status Reason Menu
Items.  As well don't forget to get them to the hidden field Status
Reason.

As well remember about the Process Flow you have to modify the records
in VIS:ProcessAcceleratorItem - set the status to offline for the ones
you don't want and add new records for new Pending Statuses.

Hope that helps.

Ty


On 3/12/08, Moore, Christopher Allen <[EMAIL PROTECTED]>
wrote:
> **
>
>
> Hey everyone-
>
>
>
> 7.0
>
> SQL
>
> Windows 2000
>
>
>
> We have a requirement to get rid of Pending as a status on CHG.  There
are a
> couple of ways I can think of offhand to do it but I wanted some
advice
> first.
>
>
>
> First option, delete the status pending from the field and give custom
IDs
> to the other choices so the number is skipped and the other choices
don't
> get moved up in the list.
>
>
>
> Second option, hide the status field, make a new status field with
only the
> choices we want and then do a 'set fields' action on save and modify
to the
> original hidden status field.
>
>
>
> My main concern is the "wizard"- how to handle that part.  I haven't
really
> looked t it yet though- it may be simple.
>
>
>
> Any advice/thoughts on how best to handle this?
>
>
> Thanks,
> Chris__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers
Are"
> html___


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Re: New ARS 7.1 feature I didn't see in the Release Notes

[Rick Cook]

Well, you may be right, but I didn't see it listed in the 7.0 release notes,
either.  Since I've been working with 7.0 for a while, I don't know why I
didn't notice it before now.

Rick

On Wed, Mar 12, 2008 at 10:41 AM, Thad K Esser <[EMAIL PROTECTED]> wrote:

> **
> I think that was first introduced with the 7.0 admin tool.  I didn't do
> extensive testing, but I remember installing the 7.0 admin tool
> specifically to use that feature against a 6.3 server, and it worked for
> what I was doing.  I know what you're thinking, "bad Thad... don't mix
> server/admin tool versions."
>
> *Thad Esser*
> Remedy Developer
> "*Argue for your limitations, and sure enough, they're yours."*-- Richard
> Bach
>
>
>  *"Rick Cook" <[EMAIL PROTECTED]>*
> Sent by: "Action Request System discussion list(ARSList)" <
> arslist@ARSLIST.ORG>
>
> 03/12/2008 10:35 AM
>  Please respond to
> arslist@ARSLIST.ORG
>
>   To
> arslist@ARSLIST.ORG  cc
>   Subject
> New ARS 7.1 feature I didn't see in the Release Notes
>
>
>
>
> ** On a 7.1 server, select a group of workflow objects, right-click, and
> select Edit.  What you get will include an Advanced tab, which allows you
> three options:
>
>
> PREFIX - add a prefix to the names of the objects.
> APPEND - add a suffix to the names of the objects.
> REPLACE - replace string A with string B.
>
> Nice!  Thanks, BMC!
>
> Rick
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
>
> ***IMPORTANT NOTICE: This communication, including any attachment,
> contains information that may be confidential or privileged, and is intended
> solely for the entity or individual to whom it is addressed. If you are not
> the intended recipient, you should delete this message and are hereby
> notified that any disclosure, copying, or distribution of this message is
> strictly prohibited. Nothing in this email, including any attachment, is
> intended to be a legally binding signature.***
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Re: What specifically breaks upgrades?

[Moore, Christopher Allen]

Joe-

We're going from 7.0 to 7.1.  

 

I did a 6.3 to 7.1 at my last job and it was such a mess we decided to
just do an out of the box install and input the data separately.  That's
my fear now with moving to a new version and what I want to try and
avoid.


Chris

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Wednesday, March 12, 2008 1:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: What specifically breaks upgrades?

 

Just a patch or from version 6 ITSM to version 7?

 

If you are talking about upgrading versions you are really talking about
migration - as this is not really a straight forward stick in the CD and
run an upgrade..

 

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Moore, Christopher Allen
Sent: Wednesday, March 12, 2008 1:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: What specifically breaks upgrades?

** 

Yes- we're planning to update to the newest versions of all the
ITSM apps.  Thanks all of you for your advice!  


Chris

 





From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, March 12, 2008 12:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: What specifically breaks upgrades?

 

** Remember that in AR Server 7.1, licenses are treated
differently.  I noticed that when upgrading from 6.3 to 7.1 (patch 2) on
Linux, the user licenses didn't get converted - only the Server license
did.  I would take a backup of my license file and my ar.conf file, to
ensure that I can quickly restore anything that might not get upgraded
correctly.

Are you asking about ITSM as well?

Rick

On Wed, Mar 12, 2008 at 9:56 AM, Moore, Christopher Allen
<[EMAIL PROTECTED]> wrote:

** 

Hey everyone-

 

I'm putting together a plan to upgrade from 7.0 to 7.1.  We have
done some modifications to the system, but nothing too drastic.  Form
changes, additional workflow, but (as far as I know) no changes to the
BMC OOTB workflow.  

 

What sorts of changes specifically are problematic when
upgrading?  

 

Windows Server

SQL DB

 

Thanks!

Chris

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Re: Audit Log for Deleted Tickets

[Louis Cobuccio]

Sorry Tyjust getting back to my desk nowcrazy afternoon.   I'll
try this now.

Thanks,
Lou

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Wednesday, March 12, 2008 1:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: Audit Log for Deleted Tickets

Lou - did it work?

On 3/12/08, Louis Cobuccio <[EMAIL PROTECTED]> wrote:
> Thanks Ty I'll give that a go.
>
> Lou
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
> Sent: Wednesday, March 12, 2008 11:44 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Audit Log for Deleted Tickets
>
> I had this happen to - it is due to the fact that someone is blanking
> out the "Assignee", but Remedy is not blanking out the hidden Assigned
> To field.  Do a report with the Assignee and Assigned To and you will
> see the problem.
>
> Hope this helps.
>
> Ty
>
>
> On 3/12/08, Louis Cobuccio <[EMAIL PROTECTED]> wrote:
> > Good morning List,
> >
> > I've got a couple of strange ones for the list this morning.   One
of
> > our
> > techs found serveral Task Tickets that were in a status of Staging
in
> > the
> > system.
> >
> > He was the only tech who could see the tickets in the console window
> > even
> > though the tasks are assigned only at the group level, so anyone
else
> in
> >
> > his group should see them in the console too but don't.  That is
> strange
> > item one.
> >
> > Strange item two is that after sucessfully search for the tasks, I
> can't
> >
> > open or search for the parent Change ticket.  Here is the warning
> > message I
> > am receiveing:
> >
> > The owner request does not exist yet and cannot be opened. (ARWARN
> > 45162)
> >
> > The preceding message occurred during the execution of active link
> > TMS:SHR:OpenRootRequestDoesNotExist -- action 1. (ARNOTE 1101)
> >
> > My thought is that perhaps the parent change tickets were deleted
from
> > the
> > system.  Does that make sense?  Any other thoughts on this?  Is
there
> > any sort of audit that takes place for when an item is deleted from
> the
> > system?
> >
> > We are running version 7.0.01 patch 006 in a Windows environment
with
> > SQL 2005.
> >
> >
>

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>
>

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Re: What specifically breaks upgrades?

[Rick Cook]

Well, then there are two other things to take into account.  Others will
probably think of more.

1)  The Task patch hasn't been upgraded at all, and would have to be
re-installed, as would your fixes to it to make it functional.
2)  Be wary of the patch contents.  Engineering is doing a better job of
late, but not too long ago they seemed to be trying to spell Quality without
QA.  Test the snot out of whatever you upgrade to, and don't assume that
anyone else has.

Rick

On Wed, Mar 12, 2008 at 10:38 AM, Moore, Christopher Allen <
[EMAIL PROTECTED]> wrote:

> **
>
> Yes- we're planning to update to the newest versions of all the ITSM apps.
>  Thanks all of you for your advice!
>
>
> Chris
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Rick Cook
> *Sent:* Wednesday, March 12, 2008 12:10 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: What specifically breaks upgrades?
>
>
>
> ** Remember that in AR Server 7.1, licenses are treated differently.  I
> noticed that when upgrading from 6.3 to 7.1 (patch 2) on Linux, the user
> licenses didn't get converted - only the Server license did.  I would take a
> backup of my license file and my ar.conf file, to ensure that I can
> quickly restore anything that might not get upgraded correctly.
>
> Are you asking about ITSM as well?
>
> Rick
>
> On Wed, Mar 12, 2008 at 9:56 AM, Moore, Christopher Allen <
> [EMAIL PROTECTED]> wrote:
>
> **
>
> Hey everyone-
>
>
>
> I'm putting together a plan to upgrade from 7.0 to 7.1.  We have done some
> modifications to the system, but nothing too drastic.  Form changes,
> additional workflow, but (as far as I know) no changes to the BMC OOTB
> workflow.
>
>
>
> What sorts of changes specifically are problematic when upgrading?
>
>
>
> Windows Server
>
> SQL DB
>
>
>
> Thanks!
>
> Chris
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
>
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
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Re: Can't delete a user from CTM:People

[Mary Dollus]

Thanks Joe,

I looked at that one last night; and checked the forms it's pushing to which 
are the CTM:Support Group Association form, CTM:SupportGroupFunctionalRole and 
the CTM:Support Group Shift Assoc.  None of these had any records for the users.

I did just receive a call from BMC for the ticket I opened with them and other 
than checking all we checked, she said to possibly do an arreload or arcache 
command.

What we finally did is to restore the User T, B, and H tables to what they were 
on the dev server; once that was done I was able to delete records again.

It's still interesting what was causing the deletes to fail though... still 
don't know other than somehow the links between the forms were deleted and it 
seemingly was trying to create new records somewhere...

So thank you all so much for your time!!! :)

 - Mary


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Joe D'Souza
Sent: Wednesday, March 12, 2008 11:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: Can't delete a user from CTM:People

Mary,

I just had a minutes look at your logs, as I do not really have too much time 
on my hands right now.. What I noticed is that its a Phase 2 action that is 
failing so look at the first possible phase 2 action in your logs.. I would 
look for a push fields action.. It appears like your logs are incomplete so it 
would be hard to tell from your logs which was the first phase 2 action that 
should have been fired.. From your logs you have sent, they start at order 500? 
Certainly there must be filters that fire before that default order??

IF not and if that is the complete log, I would look at the very first filter 
that does a push fields, and check the form it pushes the information to, to 
see if there is something there that it could break a unique index of..

  Checking 
CTM:PPL:DeleteAssoc_780_PSGA/C/R+ (780)
 --> Passed 
-- perform actions
  0: 
Push Fields


  1: 
Push Fields


  2: 
Push Fields



If it is trying to create a new record, I would even check for the nextid field 
as if that had been reset its often known to be a culprit for unique index 
errors..

Cheers

Joe

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Mary Dollus
Sent: Wednesday, March 12, 2008 10:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: Can't delete a user from CTM:People


Trying a zip file...

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of T. Dee
Sent: Tuesday, March 11, 2008 9:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Can't delete a user from CTM:People

Could I be the licenses or permissions they belong to?  Try removing
their groups / permissions and try again.



On Tue, Mar 11, 2008 at 7:43 PM, Mary Dollus
<[EMAIL PROTECTED]> wrote:
> **
>
>
> Hi All,
>
>
>
> I'm trying to delete some users out of the CTM:People form however I keep
> getting the error ARERR (382) The value(s) for this entry violate a unique
> index that has been identified for this form.  I ran logs but can't find
> what it's talking about...  I even tried adding a new record and deleting it
> (which works).  The records I can't seem to delete were restored from
> another server.
>
>
>
> Setting the status to Delete saved okay... it's just when I try to delete it.
>
>
>
> I checked the "CTM:SupportGroupFunctionalRole", "CTM:Support Group
> Association" and there are no entries for the users.
>
>
>
> They do have entries in CTM:People, CTM:People Permission Groups, and User.
> If I try to delete the user from any of these forms, I get the unique index
> error... L
>
>
>
> Has anyone encountered this?   If so, is there a way to resolve it?  I have
> over 7k records I need to dump and reload... but I have to delete them first.
>
>
>
> Thanks!!!
>
> Mary Dollus
>
>
>
> ARS 7.0.01 patch 005
>
> SQL server 2005
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Re: This is the end...

[Shellman, David]

Jarl,

It was good talking to you in Vancouver after reading your posts over the years.

May our paths cross again and we can lift a glass to past and future memories.

Dave

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Jarl Grøneng
Sent: Tuesday, March 11, 2008 2:04 PM
To: arslist@ARSLIST.ORG
Subject: This is the end...

I start working for a new company next month, moving over to a
technical architech role with focus on integrations and middleware
(yes, SOA). Just what I've done the last years :-)

Keep up the good work, and remember with version 7.5 all your dreams
will come trough :-)



No one mentioned, no one forgotten

Regards,
Jarl

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Re: DST - Leap Year Issue with Date Only fields

[Michelle L]

Hi, Randy:

Thank you for your response.  But, we're already on ARS 6.3 Patch 23.  Was
there another patch to address this.  Is this patch generally available or
is it something that you have to specifically request.

Thanks,
Michelle


   
 Randy Simon   
 <[EMAIL PROTECTED]> 
 Sent by: "Action   To 
 Request Systemarslist@ARSLIST.ORG 
 discussion cc 
 list(ARSList)"
 <[EMAIL PROTECTED] Subject 
 ORG>  Re: DST - Leap Year Issue with Date 
   Only fields 
   
 03/12/2008 11:30  
 AM
   
   
 Please respond to 
 [EMAIL PROTECTED] 
RG 
   
   




If you are on ARS 6.3 there is a patch for this problem.
We had the same problem, but we are on 6.0 and would need to upgrade to
6.3 and install the patch.


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michelle L
Sent: Wednesday, March 12, 2008 11:29 AM
To: arslist@ARSLIST.ORG
Subject: DST - Leap Year Issue with Date Only fields

Hey Y'all:

Remedy ARS 6.3 P23 (Server is in Central time zone)
Windows 2003
SQL Server 2000
Admin tool ARS 6.3 P23
User Tool 6.3 P23 and 7.0.1 Patch 005

We're not sure if this issue is DST only related or DST and Leap Year
related.

We discovered an interesting phenomenon when we reviewed records in
various
forms with Date fields (not Date/Time).  On March 9, 2008 starting at
3:00
AM and continuing through the remainder of the day, any Date field set
with
$DATE$ was set to March 8, 2008.  It didn't matter what time of day it
was.
Date/Time fields were appropriately set to March 9, 2008 and current
time.

We had to update thousands of records in various forms.

Did anyone who is still on Remedy ARS 6.3 experience this?

Thanks,
Michelle



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Re: Removing Pending status as a choice

[Rick Cook]

Well, the obvious reason is that it numerically re-orders the values below
it in the field.  If you don't know about that, you should before deleting
the value.  There's likely to be workflow that will perform unpredictably if
you were to delete the value.

You could, however, change the text of the Pending value to say something
like "Don't Select" or something, without affecting any workflow.

There is another, more drastic step you might consider, though I think it's
overkill for your situation.  Make the Status field read-only, and change
the values via workflow, only when certain criteria are met.  That way,
users can never select any value.

Another long term change, though one that would have to be accounted for in
any upgrade, is to change the nature of the field (by using a different
field) so that the field values didn't use the ID Enumeration value of
Linear (a 7.0 function).  By using a enum field with the value of Custom,
you can remove a value without affecting the numerical representation of the
other values.  But doing that with the existing field won't help you, since
those values are already linear.  So you would have to create another Status
field with the values you want, and then change ALL of the workflow (and
there's tons of it) that touches the Status field.  Again, that seems like
massive overkill for a problem with far more simple solutions available.

Rick

On Wed, Mar 12, 2008 at 10:21 AM, Moore, Christopher Allen <
[EMAIL PROTECTED]> wrote:

> **
>
> Hey Rick-
>
>
>
> Thanks for the response!
>
>
>
> And error message was an initial consideration as well, but one we'd like
> to avoid.  It seems messy to the customer if there is an option in the list
> they can't use.  If there's a good reason not to do it either of the other
> ways I mentioned though (potential upgrade issues down the road) then the
> pop-up error message may be the best choice.  Any reason you can think of to
> not take it out of the drop down via another method?
>
>
>
> Thanks!
>
> Chris
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Rick Cook
> *Sent:* Wednesday, March 12, 2008 11:54 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Removing Pending status as a choice
>
>
>
> ** Well, here's a third option.  Create an Active Link that fires when the
> status is changed to Pending.  Make the actions whatever you want - a
> message explaining to the user that Pending is verboten, changing Status to
> something else, whatever.  I would also make a Filter that validates the
> value, to handle entry from outside the client.
>
> Rick
>
> On Wed, Mar 12, 2008 at 9:43 AM, Moore, Christopher Allen <
> [EMAIL PROTECTED]> wrote:
>
> Hey Ty-
>
> I'm not trying to delete the status reasons- I don't want the option for
> people to choose Pending as a status at all.  Unfortunately (in this
> case) It's an attribute of the field, not a menu.  The only way I can
> think of to do that are the 2 I listed, but I'm open to other options!
>
> Chris
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
> Sent: Wednesday, March 12, 2008 11:05 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Removing Pending status as a choice
>
> Do not delete the Pending Statuses - mark them offline in SYS:Status
> Reason Menu Items.  Simply add new ones to the SYS:Status Reason Menu
> Items.  As well don't forget to get them to the hidden field Status
> Reason.
>
> As well remember about the Process Flow you have to modify the records
> in VIS:ProcessAcceleratorItem - set the status to offline for the ones
> you don't want and add new records for new Pending Statuses.
>
> Hope that helps.
>
> Ty
>
>
> On 3/12/08, Moore, Christopher Allen <[EMAIL PROTECTED]>
> wrote:
> > **
> >
> >
> > Hey everyone-
> >
> >
> >
> > 7.0
> >
> > SQL
> >
> > Windows 2000
> >
> >
> >
> > We have a requirement to get rid of Pending as a status on CHG.  There
> are a
> > couple of ways I can think of offhand to do it but I wanted some
> advice
> > first.
> >
> >
> >
> > First option, delete the status pending from the field and give custom
> IDs
> > to the other choices so the number is skipped and the other choices
> don't
> > get moved up in the list.
> >
> >
> >
> > Second option, hide the status field, make a new status field with
> only the
> > choices we want and then do a 'set fields' action on save and modify
> to the
> > original hidden status field.
> >
> >
> >
> > My main concern is the "wizard"- how to handle that part.  I haven't
> really
> > looked t it yet though- it may be simple.
> >
> >
> >
> > Any advice/thoughts on how best to handle this?
> >
> >
> > Thanks,
> > Chris__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers
> Are"
> > html___
>
> 
> ___
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> Platinum Sponsor: www.

Re: ARS 7.1 p001 start up time?

[Joe D'Souza]

Same case here but the startup time is just like you are experiencing..

Cheers

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of William Rentfrow
  Sent: Wednesday, March 12, 2008 2:37 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: ARS 7.1 p001 start up time?


  **
  Yep - remote Oracle databasebut the infrastructure is pretty nice -
we're using SAN and very fast network speeds.




--
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington
  Sent: Wednesday, March 12, 2008 1:33 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: ARS 7.1 p001 start up time?


  **
  Are you using a remote Oracle database?  If so, this is a known issue and
has been discussed at length (in the archives.)

  We have a 10 minute startup.  It is related to the server reading in
field_dispprop and field_permissions.


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


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

03/12/2008 12:04 PM Please respond to
  arslist@ARSLIST.ORG


   To arslist@ARSLIST.ORG
  cc
  Subject Re: ARS 7.1 p001 start up time?







  **
  Good question - commenting out the service does not change the startup
time very much.




--

  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
  Sent: Wednesday, March 12, 2008 12:03 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: ARS 7.1 p001 start up time?

  ** That depends largely on the plugins you have in place.  Look at your
SLM plugin as a potential culprit.  Turn off the brie and see if your
startup time changes.

  Rick

  On Wed, Mar 12, 2008 at 9:54 AM, William Rentfrow
<[EMAIL PROTECTED]> wrote:
  **
  I'm curious how long it is taking people to start up AR Server 7.1 patch
001 on Solaris or other versions of UNIX.

  We only have 3 apps installed - CMDB 2.1, IM 7.0.03, and SLM 7.1.  The
server startup time is ~10 minutes.  This is for an out-of-the box install
with no obvious changes to it - except that we have configured the normal
ports/queues/etc that would be the obvious culprits.

  Support (while dealing with another issue) thinks we have performance
problems.  Processor utilization is < 5% so I don't know what could be
holding this up exactly.  When the server is up it appears to function
properly.

  Also - we have two identical installations and the startup time on them is
about the same.

  William Rentfrow, Principal Consultant
  [EMAIL PROTECTED]
  C 701-306-6157
  O 952-432-0227
No virus found in this outgoing message.
Checked by AVG.
Version: 7.5.518 / Virus Database: 269.21.7/1327 - Release Date: 3/12/2008
1:27 PM

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Re: ARS 7.1 p001 start up time?

[Tony Worthington]

Yes - us too.  Dual full-duplex gig-e fiber ... makes nary a difference 
from a 10mb half duplex connection.  :-)

It's how the server is requesting and processing the rows from the 
database...  in 50 row chunks -- a setting that cannot be changed:

Fri Feb 08 2008 17:15:35.4520   InstallDir = 
D:\Remedy\server\ARS

Fri Feb 08 2008 17:16:16.8120   Begin 
LoadDisplayInfoList
Fri Feb 08 2008 17:16:19.4990   
LoadDisplayInfoList: 50 rows
Fri Feb 08 2008 17:16:19.6560   
LoadDisplayInfoList: 100 rows
Fri Feb 08 2008 17:16:19.7650   
LoadDisplayInfoList: 150 rows
Fri Feb 08 2008 17:16:19.8120   
LoadDisplayInfoList: 200 rows
Fri Feb 08 2008 17:16:19.9210   
LoadDisplayInfoList: 250 rows

Fri Feb 08 2008 17:21:13.8900   
LoadDisplayInfoList: 147750 rows
Fri Feb 08 2008 17:21:13.9840   End 
LoadDisplayInfoList - Rows = 147782

Fri Feb 08 2008 17:27:00.2650   
LoadFieldPermissions: 419250 rows
Fri Feb 08 2008 17:27:00.2960   End 
LoadFieldPermissions - Rows = 419296


This particular server takes a total of 12 minutes to start.

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



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

03/12/2008 01:37 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: ARS 7.1 p001 start up time?






** 
Yep - remote Oracle databasebut the infrastructure is pretty nice - 
we're using SAN and very fast network speeds.

From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington
Sent: Wednesday, March 12, 2008 1:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.1 p001 start up time?

** 
Are you using a remote Oracle database?  If so, this is a known issue and 
has been discussed at length (in the archives.) 

We have a 10 minute startup.  It is related to the server reading in 
field_dispprop and field_permissions. 


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


William Rentfrow <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 
 
03/12/2008 12:04 PM 

Please respond to
arslist@ARSLIST.ORG



To
arslist@ARSLIST.ORG 
cc

Subject
Re: ARS 7.1 p001 start up time?








** 
Good question - commenting out the service does not change the startup 
time very much. 
  
 

From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, March 12, 2008 12:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.1 p001 start up time?

** That depends largely on the plugins you have in place.  Look at your 
SLM plugin as a potential culprit.  Turn off the brie and see if your 
startup time changes.

Rick

On Wed, Mar 12, 2008 at 9:54 AM, William Rentfrow <
[EMAIL PROTECTED]> wrote: 
** 
I'm curious how long it is taking people to start up AR Server 7.1 patch 
001 on Solaris or other versions of UNIX. 
  
We only have 3 apps installed - CMDB 2.1, IM 7.0.03, and SLM 7.1.  The 
server startup time is ~10 minutes.  This is for an out-of-the box install 
with no obvious changes to it - except that we have configured the normal 
ports/queues/etc that would be the obvious culprits. 
  
Support (while dealing with another issue) thinks we have performance 
problems.  Processor utilization is < 5% so I don't know what could be 
holding this up exactly.  When the server is up it appears to function 
properly. 
  
Also - we have two identical installations and the startup time on them is 
about the same. 
  
William Rentfrow, Principal Consultant 
[EMAIL PROTECTED] 
C 701-306-6157 
O 952-432-0227 
 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" 
html___ 

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html___ 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" 
html___ 
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CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
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Re: What specifically breaks upgrades?

[Joe D'Souza]

Rick,

It is released to the best of my knowledge.. It usually gets installed with
the Email installation of 7.1?

These are the initial results I get if I run it which sounds like it is the
new version..

E:\Program Files\AR System\AREmail\KCH1D001>archgid
Action Request System  Change ID Utility   Version 7.1.00 Build 200707311333
(c) Copyright 2002-2007 BMC Software, Inc.


Enter user name:

I haven't used this version of it to say if it works or not but I would
assume it should..

Cheers

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Rick Cook
  Sent: Wednesday, March 12, 2008 2:11 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: What specifically breaks upgrades?


  ** Good advice, Joe, except that AFAIK, archgid isn't available for v7.1
yet - if it ever will be.  I don't think the 7.0 one will work against 7.1.

  Rick


  2008/3/12 Joe D'Souza <[EMAIL PROTECTED]>:

**
Allen,

I would put using reserved field ranges to create your custom fields to
be a number 1.. By reserved I do not mean AR System reserved but the ones
that Remedy Developers use for their application.. If in case you have
created custom fields and using their range that they usually create fields
from, then in the event that they use the same ID, it could break your
upgrade..

I would say the same thing for using the immediately available user
range.. Avoid those too.. I have seen Remedy engineering using some of those
fields for trim fields etc. too in the past, as they do not bother to give
those trim fields a specific ID.. stay clear of those.. use ranges above the
6, 7 or 8 million range.. That way you could be sure that they would not
invade that range..

In case you have already done the above, I would use the archgid to
correct the problem and give your fields an ID on or above the 6 million
range..

Cheers

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Moore, Christopher Allen
  Sent: Wednesday, March 12, 2008 12:56 PM
  To: arslist@ARSLIST.ORG
  Subject: What specifically breaks upgrades?


  **
  Hey everyone-



  I'm putting together a plan to upgrade from 7.0 to 7.1.  We have done
some modifications to the system, but nothing too drastic.  Form changes,
additional workflow, but (as far as I know) no changes to the BMC OOTB
workflow.



  What sorts of changes specifically are problematic when upgrading?



  Windows Server

  SQL DB



  Thanks!

  Chris

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Re: ARS 7.1 p001 start up time?

[William Rentfrow]

Yep - remote Oracle databasebut the infrastructure is pretty nice -
we're using SAN and very fast network speeds.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington
Sent: Wednesday, March 12, 2008 1:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.1 p001 start up time?


** 
Are you using a remote Oracle database?  If so, this is a known issue
and has been discussed at length (in the archives.) 

We have a 10 minute startup.  It is related to the server reading in
field_dispprop and field_permissions. 


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



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

03/12/2008 12:04 PM 
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG 
cc
Subject
Re: ARS 7.1 p001 start up time?






** 
Good question - commenting out the service does not change the startup
time very much. 
  
  




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, March 12, 2008 12:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.1 p001 start up time?

** That depends largely on the plugins you have in place.  Look at your
SLM plugin as a potential culprit.  Turn off the brie and see if your
startup time changes.

Rick

On Wed, Mar 12, 2008 at 9:54 AM, William Rentfrow
<[EMAIL PROTECTED]  > wrote:

** 
I'm curious how long it is taking people to start up AR Server 7.1 patch
001 on Solaris or other versions of UNIX. 
  
We only have 3 apps installed - CMDB 2.1, IM 7.0.03, and SLM 7.1.  The
server startup time is ~10 minutes.  This is for an out-of-the box
install with no obvious changes to it - except that we have configured
the normal ports/queues/etc that would be the obvious culprits. 
  
Support (while dealing with another issue) thinks we have performance
problems.  Processor utilization is < 5% so I don't know what could be
holding this up exactly.  When the server is up it appears to function
properly. 
  
Also - we have two identical installations and the startup time on them
is about the same. 
  
William Rentfrow, Principal Consultant 
[EMAIL PROTECTED]   
C 701-306-6157 
O 952-432-0227 
  
__Platinum Sponsor: www.rmsportal.com 
ARSlist: "Where the Answers Are" html___ 

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

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Re: ARS 7.1 p001 start up time?

[Tony Worthington]

Are you using a remote Oracle database?  If so, this is a known issue and 
has been discussed at length (in the archives.)

We have a 10 minute startup.  It is related to the server reading in 
field_dispprop and field_permissions.


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



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

03/12/2008 12:04 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: ARS 7.1 p001 start up time?






** 
Good question - commenting out the service does not change the startup 
time very much.
 
 

From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, March 12, 2008 12:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.1 p001 start up time?

** That depends largely on the plugins you have in place.  Look at your 
SLM plugin as a potential culprit.  Turn off the brie and see if your 
startup time changes.

Rick

On Wed, Mar 12, 2008 at 9:54 AM, William Rentfrow <
[EMAIL PROTECTED]> wrote:
** 
I'm curious how long it is taking people to start up AR Server 7.1 patch 
001 on Solaris or other versions of UNIX.
 
We only have 3 apps installed - CMDB 2.1, IM 7.0.03, and SLM 7.1.  The 
server startup time is ~10 minutes.  This is for an out-of-the box install 
with no obvious changes to it - except that we have configured the normal 
ports/queues/etc that would be the obvious culprits.
 
Support (while dealing with another issue) thinks we have performance 
problems.  Processor utilization is < 5% so I don't know what could be 
holding this up exactly.  When the server is up it appears to function 
properly.
 
Also - we have two identical installations and the startup time on them is 
about the same.
 
William Rentfrow, Principal Consultant
[EMAIL PROTECTED]
C 701-306-6157
O 952-432-0227
 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" 
html___ 

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

CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
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Re: What specifically breaks upgrades?

[Joe D'Souza]

Just a patch or from version 6 ITSM to version 7?

If you are talking about upgrading versions you are really talking about
migration - as this is not really a straight forward stick in the CD and run
an upgrade..

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Moore, Christopher Allen
  Sent: Wednesday, March 12, 2008 1:38 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: What specifically breaks upgrades?


  **
  Yes- we’re planning to update to the newest versions of all the ITSM apps.
Thanks all of you for your advice!


  Chris





--

  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
  Sent: Wednesday, March 12, 2008 12:10 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: What specifically breaks upgrades?



  ** Remember that in AR Server 7.1, licenses are treated differently.  I
noticed that when upgrading from 6.3 to 7.1 (patch 2) on Linux, the user
licenses didn't get converted - only the Server license did.  I would take a
backup of my license file and my ar.conf file, to ensure that I can quickly
restore anything that might not get upgraded correctly.

  Are you asking about ITSM as well?

  Rick

  On Wed, Mar 12, 2008 at 9:56 AM, Moore, Christopher Allen
<[EMAIL PROTECTED]> wrote:

  **

  Hey everyone-



  I'm putting together a plan to upgrade from 7.0 to 7.1.  We have done some
modifications to the system, but nothing too drastic.  Form changes,
additional workflow, but (as far as I know) no changes to the BMC OOTB
workflow.



  What sorts of changes specifically are problematic when upgrading?



  Windows Server

  SQL DB



  Thanks!

  Chris

No virus found in this outgoing message.
Checked by AVG.
Version: 7.5.518 / Virus Database: 269.21.7/1327 - Release Date: 3/12/2008
1:27 PM

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Re: Removing Pending status as a choice

[Phil Bautista]

Chris,

You could create workflow that will provide an error upon the selection of
the status value and display an error message that this is no longer
allowed.  This will prevent them from using the value in the menu as well as
informing the user of this change and even perhaps why.  Once they "learn"
this, then the workflow and messages will no longer pester them and
encourage them to use the revised workflow and values.

HTH

(P.S. - Tell Janna & Shanna "Hi")

Phil Bautista, Remedy Approved Consultant (RAC)
Bull Creek Data Corporation
512-731-0304
www.bullcreek.com


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen
Sent: Wednesday, March 12, 2008 11:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Removing Pending status as a choice

Hey Ty-

I'm not trying to delete the status reasons- I don't want the option for
people to choose Pending as a status at all.  Unfortunately (in this
case) It's an attribute of the field, not a menu.  The only way I can
think of to do that are the 2 I listed, but I'm open to other options!

Chris

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Wednesday, March 12, 2008 11:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: Removing Pending status as a choice

Do not delete the Pending Statuses - mark them offline in SYS:Status
Reason Menu Items.  Simply add new ones to the SYS:Status Reason Menu
Items.  As well don't forget to get them to the hidden field Status
Reason.

As well remember about the Process Flow you have to modify the records
in VIS:ProcessAcceleratorItem - set the status to offline for the ones
you don't want and add new records for new Pending Statuses.

Hope that helps.

Ty


On 3/12/08, Moore, Christopher Allen <[EMAIL PROTECTED]>
wrote:
> **
>
>
> Hey everyone-
>
>
>
> 7.0
>
> SQL
>
> Windows 2000
>
>
>
> We have a requirement to get rid of Pending as a status on CHG.  There
are a
> couple of ways I can think of offhand to do it but I wanted some
advice
> first.
>
>
>
> First option, delete the status pending from the field and give custom
IDs
> to the other choices so the number is skipped and the other choices
don't
> get moved up in the list.
>
>
>
> Second option, hide the status field, make a new status field with
only the
> choices we want and then do a 'set fields' action on save and modify
to the
> original hidden status field.
>
>
>
> My main concern is the "wizard"- how to handle that part.  I haven't
really
> looked t it yet though- it may be simple.
>
>
>
> Any advice/thoughts on how best to handle this?
>
>
> Thanks,
> Chris__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers
Are"
> html___


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Re: What specifically breaks upgrades?

[Rick Cook]

Good advice, Joe, except that AFAIK, archgid isn't available for v7.1 yet -
if it ever will be.  I don't think the 7.0 one will work against 7.1.

Rick

2008/3/12 Joe D'Souza <[EMAIL PROTECTED]>:

> ** Allen,
>
> I would put using reserved field ranges to create your custom fields to be
> a number 1.. By reserved I do not mean AR System reserved but the ones that
> Remedy Developers use for their application.. If in case you have created
> custom fields and using their range that they usually create fields from,
> then in the event that they use the same ID, it could break your upgrade..
>
> I would say the same thing for using the immediately available user
> range.. Avoid those too.. I have seen Remedy engineering using some of those
> fields for trim fields etc. too in the past, as they do not bother to give
> those trim fields a specific ID.. stay clear of those.. use ranges above the
> 6, 7 or 8 million range.. That way you could be sure that they would not
> invade that range..
>
> In case you have already done the above, I would use the archgid to
> correct the problem and give your fields an ID on or above the 6 million
> range..
>
> Cheers
>
> Joe
>
> -Original Message-
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] Behalf Of *Moore, Christopher Allen
> *Sent:* Wednesday, March 12, 2008 12:56 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* What specifically breaks upgrades?
>
> **
>
> Hey everyone-
>
>
>
> I'm putting together a plan to upgrade from 7.0 to 7.1.  We have done some
> modifications to the system, but nothing too drastic.  Form changes,
> additional workflow, but (as far as I know) no changes to the BMC OOTB
> workflow.
>
>
>
> What sorts of changes specifically are problematic when upgrading?
>
>
>
> Windows Server
>
> SQL DB
>
>
>
> Thanks!
>
> Chris
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: Removing Pending status as a choice

[Seth Wrye]

Chris,
If you really must delete the entry (I wouldn't recommend doing anyway).  An 
option you have is in the Status field, open attributes and change the ID 
Enumeration to Custom from Linear, delete your status and save.  Changing this 
to Custom keeps the ID of the status the same and leaves it open to add the 
status back if needed.  I have not done this yet but you should remember that 
anything from outside of that form that tries to change the status to Pending 
will fail.  With this in mind, create a filter to check for anything that is 
trying to save or update a ticket that is also changing the status to Pending 
and change the status via workflow to something else.  Hope this helps out.  If 
not, hopefully it gets the gears turning.
Thanks,
 
Seth Wrye



From: Action Request System discussion list(ARSList) on behalf of Moore, 
Christopher Allen
Sent: Wed 3/12/2008 1:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: Removing Pending status as a choice


** 

Hey Rick-

 

Thanks for the response!

 

And error message was an initial consideration as well, but one we'd like to 
avoid.  It seems messy to the customer if there is an option in the list they 
can't use.  If there's a good reason not to do it either of the other ways I 
mentioned though (potential upgrade issues down the road) then the pop-up error 
message may be the best choice.  Any reason you can think of to not take it out 
of the drop down via another method?

 

Thanks!

Chris

 

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Rick Cook
Sent: Wednesday, March 12, 2008 11:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Removing Pending status as a choice

 

** Well, here's a third option.  Create an Active Link that fires when the 
status is changed to Pending.  Make the actions whatever you want - a message 
explaining to the user that Pending is verboten, changing Status to something 
else, whatever.  I would also make a Filter that validates the value, to handle 
entry from outside the client.

Rick

On Wed, Mar 12, 2008 at 9:43 AM, Moore, Christopher Allen <[EMAIL PROTECTED]> 
wrote:

Hey Ty-

I'm not trying to delete the status reasons- I don't want the option for
people to choose Pending as a status at all.  Unfortunately (in this
case) It's an attribute of the field, not a menu.  The only way I can
think of to do that are the 2 I listed, but I'm open to other options!

Chris

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Wednesday, March 12, 2008 11:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: Removing Pending status as a choice

Do not delete the Pending Statuses - mark them offline in SYS:Status
Reason Menu Items.  Simply add new ones to the SYS:Status Reason Menu
Items.  As well don't forget to get them to the hidden field Status
Reason.

As well remember about the Process Flow you have to modify the records
in VIS:ProcessAcceleratorItem - set the status to offline for the ones
you don't want and add new records for new Pending Statuses.

Hope that helps.

Ty


On 3/12/08, Moore, Christopher Allen <[EMAIL PROTECTED]>
wrote:
> **
>
>
> Hey everyone-
>
>
>
> 7.0
>
> SQL
>
> Windows 2000
>
>
>
> We have a requirement to get rid of Pending as a status on CHG.  There
are a
> couple of ways I can think of offhand to do it but I wanted some
advice
> first.
>
>
>
> First option, delete the status pending from the field and give custom
IDs
> to the other choices so the number is skipped and the other choices
don't
> get moved up in the list.
>
>
>
> Second option, hide the status field, make a new status field with
only the
> choices we want and then do a 'set fields' action on save and modify
to the
> original hidden status field.
>
>
>
> My main concern is the "wizard"- how to handle that part.  I haven't
really
> looked t it yet though- it may be simple.
>
>
>
> Any advice/thoughts on how best to handle this?
>
>
> Thanks,
> Chris__Platinum Sponsor: www.rmsportal.com   
> ARSlist: "Where the Answers
Are"
> html___


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Re: Question: Overview Console - Assignee

[T. Dee]

Thanks to everyone who helped me with this.

I was told by Remedy that the Field ID had to be the same on every form.

This works perfectly

Ty


On 3/12/08, Brandi Barbour <[EMAIL PROTECTED]> wrote:
> In my SHR:ARDBCFields form I have 3 entries for the assignee field.
> As follows:
> Entry 1
> FIELD ID100403
> FORM GUID   MAINCHANGE
> VENDOR FIELD ID 100218
> GUIDAUTOFILLED
>
> Entry 2
> FIELD ID100218
> FORM GUID   MAINHELPDESK
> VENDOR FIELD ID 100218
> GUIDAUTOFILLED
>
> Entry 3
> FIELD ID10010413
> FORM GUID   TMSTASK
> VENDOR FIELD ID 100218
> GUIDAUTOFILLED
>
> Does that make sense.  This allows entries from the 3 forms to populate
> 1 in the vendor form.
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
> Sent: Tuesday, March 11, 2008 10:10 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Question: Overview Console - Assignee
>
> Thank you - I have added fields before.  The problem is the Assignee
> field is not the same on Task, Change and Incident.  But I see the
> Assignee field in SHR:ARDBC.
>
>
>
> On Tue, Mar 11, 2008 at 2:48 PM, Brandi Barbour
> <[EMAIL PROTECTED]> wrote:
> > You must add the entries to the SHR:ARDBCFields form for each field of
>
> > the 3 forms and map them to the same field.  So you will have 3
> > different entries for the Assignee field.  One for each form.  Once
> > you do that you add the Assignee field to the table in the Overview
> > Console with public permissions then restart the plugin.
> >
> >
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
> > Sent: Tuesday, March 11, 2008 12:19 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Question: Overview Console - Assignee
> >
> > I have added a couple of new fields to the Overview Console with no
> > problems.
> >
> > However, the users want to see "Assignee" on the Overview Console.
> > The problem is the Database ID for Change, Help Desk and Task is not
> > the same.
> >
> > Has anyone added Assignee to their Overview Console?
> >
> > Thanks!
> >
> > __
> > __
> > ___
> > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum
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> >
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>
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Re: DST - Leap Year Issue with Date Only fields

[Michelle L]

Hi, Thomas:

Thank you for responding.  I appreciate the sanity check.  I just checked
records from the DST change last year on March 11, 2007.  You're right the
same thing happened.  Those records that were created on March 11, 2007,
show a date in one of the DATE fields as March 10, 2007.

I'm pretty sure they were on ARS 6.3 Patch 20 at the time. (I wasn't here
yet)

So, in my honest opinion, all of the kinks have NOT been worked out for
DST, whether one is on patch 20 or 23.

To be on the safe side, we restarted the services on our servers on Monday
night.  The good news is that beginning on the following Monday at
midnight, it all seemed to work itself out.

Thanks,
Michelle


   
 Thomas Bean   
 <[EMAIL PROTECTED]>  
 Sent by: "Action   To 
 Request Systemarslist@ARSLIST.ORG 
 discussion cc 
 list(ARSList)"
 <[EMAIL PROTECTED] Subject 
 ORG>  Re: DST - Leap Year Issue with Date 
   Only fields 
   
 03/12/2008 11:07  
 AM
   
   
 Please respond to 
 [EMAIL PROTECTED] 
RG 
   
   




Hi Michelle,
I believe I encountered the same issue you are describing on a 5.01.02 AR
Server back in 2006.  I reported the issue to BMC Support, and the issue
was
closed with a defect (SW00220325).  See attached for a copy of the issue.
I
never received any follow up on the defect (go figure), but when I looked
it
up today, this is what it shows:

ID:  SW00220325
Disposition:  Verified
Resolution:  Not Reproducible
Product:  AR System
Version:  6.00.01
Problem Area 1:  Server
Summary:
I am running  ARS 6.0.1 on a Windows 2000 Server.  The server is set to
automatically adjust for Daylights  saving time.  For the past two years on

the day of the time change, the Date keyword renders the previous date.
And
on the next day at midnight

The defect was submitted for another customer who encountered the same
issue, so I am surprised that BMC was unable to reproduce it.  I haven't
tested to see if it has been corrected in ARS 7.0.1+.

The issue seems to be related to the DST change, not leap year.

--Thomas

- Original Message -
From: "Michelle L" <[EMAIL PROTECTED]>
Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Wednesday, March 12, 2008 10:28 AM
Subject: DST - Leap Year Issue with Date Only fields


> Hey Y'all:
>
> Remedy ARS 6.3 P23 (Server is in Central time zone)
> Windows 2003
> SQL Server 2000
> Admin tool ARS 6.3 P23
> User Tool 6.3 P23 and 7.0.1 Patch 005
>
> We're not sure if this issue is DST only related or DST and Leap Year
> related.
>
> We discovered an interesting phenomenon when we reviewed records in
> various
> forms with Date fields (not Date/Time).  On March 9, 2008 starting at
3:00
> AM and continuing through the remainder of the day, any Date field set
> with
> $DATE$ was set to March 8, 2008.  It didn't matter what time of day it
> was.
> Date/Time fields were appropriately set to March 9, 2008 and current
time.
>
> We had to update thousands of records in various forms.
>
> Did anyone who is still on Remedy ARS 6.3 experience this?
>
> Thanks,
> Michelle
>
>
>
> ==
>
> Confidentiality Notice: The information contained in and transmitted with

> this communication is strictly confidential, is intended only for the use

> of the intended recipient, and is the property of Countrywide Financial
> Corporation or its affiliates and subsidiaries.  If you are not the
> intended recipient, you are hereby notified that any use of the
> information contained in or transmitted with the communication or
> dissemination, distribution, or copying of this communication is strictly

> prohibited by law.  If you have received this communication in error,
> please immediately return this communication to the sender and delete the

> original mess

Re: Audit Log for Deleted Tickets

[T. Dee]

Lou - did it work?

On 3/12/08, Louis Cobuccio <[EMAIL PROTECTED]> wrote:
> Thanks Ty I'll give that a go.
>
> Lou
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
> Sent: Wednesday, March 12, 2008 11:44 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Audit Log for Deleted Tickets
>
> I had this happen to - it is due to the fact that someone is blanking
> out the "Assignee", but Remedy is not blanking out the hidden Assigned
> To field.  Do a report with the Assignee and Assigned To and you will
> see the problem.
>
> Hope this helps.
>
> Ty
>
>
> On 3/12/08, Louis Cobuccio <[EMAIL PROTECTED]> wrote:
> > Good morning List,
> >
> > I've got a couple of strange ones for the list this morning.   One of
> > our
> > techs found serveral Task Tickets that were in a status of Staging in
> > the
> > system.
> >
> > He was the only tech who could see the tickets in the console window
> > even
> > though the tasks are assigned only at the group level, so anyone else
> in
> >
> > his group should see them in the console too but don't.  That is
> strange
> > item one.
> >
> > Strange item two is that after sucessfully search for the tasks, I
> can't
> >
> > open or search for the parent Change ticket.  Here is the warning
> > message I
> > am receiveing:
> >
> > The owner request does not exist yet and cannot be opened. (ARWARN
> > 45162)
> >
> > The preceding message occurred during the execution of active link
> > TMS:SHR:OpenRootRequestDoesNotExist -- action 1. (ARNOTE 1101)
> >
> > My thought is that perhaps the parent change tickets were deleted from
> > the
> > system.  Does that make sense?  Any other thoughts on this?  Is there
> > any sort of audit that takes place for when an item is deleted from
> the
> > system?
> >
> > We are running version 7.0.01 patch 006 in a Windows environment with
> > SQL 2005.
> >
> >
> 
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Re: Question: Overview Console - Assignee

[Moore, Christopher Allen]

Credit to Michiel Beijen who made this post on the list last month.

The only field that needs to be added to the Overview Console is the 
column for Assignee that points to the assignee field on 
SHR:ARDBC_OverviewConsoleTemplate.
To popullate that field from all the different ticket types, you need 
to open the form SHR:ARDBCFields.  You don't need to add any fields to 
this form, only records.

You will need to know the DB ID of the assignee field on the tickets 
you want to track and the DB ID of the Assignee field on 
SHR:ARDBC_OverviewConsoleTemplate.

You need to make a record on SHR:ARDBCFields for each ticket type you 
want to track on the overview console.  I made three- one for TSK, one 
for CHG and one for INC.

There are only three fields you need to fill out on this form.  Field 
ID is the source for the assignee- so the assignee field on the actual 
ticket.  You put the DB ID in here.  For TSK, it's 10010413.  Form 
GUID is the form name, from the table below.  TMSTSK for Task.  The 
vendor field ID is the Assignee field DB ID on the 
SHR:ARDBC_OverviewConsoleTemplate.  It's always (for assignee) going 
to be 100218.

After you've made all your records, make sure you've added the column 
to the table with the right permissions and restart the server (I've 
heard you only need to restart the plugins, so you can try that first) 
and it should magically work.

To save youa  a little time, here is the info for INC and CHG.
INC Assignee Field ID 100218 Form GUID MAINHELPDESK CHG Assignee 
Field ID 103230 Form GUID MAINCHANGE

Chris

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of [EMAIL PROTECTED]
Sent: Wednesday, March 12, 2008 12:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question: Overview Console - Assignee

I have the same issue.
Remedy 7.0.1 patch 6.

I added the assignee column and tried referencing one of those
assignee fields (helpdesk) and it still doesn't show anything.
I look up the form that it should be looking at and look up the
records and it shows nothing in the assignee field on the form.
I need to refresh my memory since I attempted this a year ago.
I only spent about half a day and was told not to bother with it.

>From what I remember though is that the assignee doesn't seem to get
pushed to this form.



On Mar 12, 9:58 am, Brandi Barbour <[EMAIL PROTECTED]> wrote:
> In my SHR:ARDBCFields form I have 3 entries for the assignee field.
> As follows:
> Entry 1
> FIELD ID                100403
> FORM GUID               MAINCHANGE
> VENDOR FIELD ID 100218
> GUID                    AUTOFILLED
>
> Entry 2
> FIELD ID                100218
> FORM GUID               MAINHELPDESK
> VENDOR FIELD ID 100218
> GUID                    AUTOFILLED
>
> Entry 3
> FIELD ID                10010413
> FORM GUID               TMSTASK
> VENDOR FIELD ID 100218
> GUID                    AUTOFILLED
>
> Does that make sense.  This allows entries from the 3 forms to populate
> 1 in the vendor form.
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
> Sent: Tuesday, March 11, 2008 10:10 PM
> To: [EMAIL PROTECTED]
> Subject: Re: Question: Overview Console - Assignee
>
> Thank you - I have added fields before.  The problem is the Assignee
> field is not the same on Task, Change and Incident.  But I see the
> Assignee field in SHR:ARDBC.
>
> On Tue, Mar 11, 2008 at 2:48 PM, Brandi Barbour
> <[EMAIL PROTECTED]> wrote:
> > You must add the entries to the SHR:ARDBCFields form for each field of
>
> > the 3 forms and map them to the same field.  So you will have 3
> > different entries for the Assignee field.  One for each form.  Once
> > you do that you add the Assignee field to the table in the Overview
> > Console with public permissions then restart the plugin.
>
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
> > Sent: Tuesday, March 11, 2008 12:19 PM
> > To: [EMAIL PROTECTED]
> > Subject: Question: Overview Console - Assignee
>
> > I have added a couple of new fields to the Overview Console with no
> > problems.
>
> > However, the users want to see "Assignee" on the Overview Console.
> > The problem is the Database ID for Change, Help Desk and Task is not
> > the same.
>
> > Has anyone added Assignee to their Overview Console?
>
> > Thanks!
>
> > __
> > __
> > ___
> > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgPlatinum
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Re: New ARS 7.1 feature I didn't see in the Release Notes

[Thad K Esser]

I think that was first introduced with the 7.0 admin tool.  I didn't do 
extensive testing, but I remember installing the 7.0 admin tool 
specifically to use that feature against a 6.3 server, and it worked for 
what I was doing.  I know what you're thinking, "bad Thad... don't mix 
server/admin tool versions."

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



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

03/12/2008 10:35 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
New ARS 7.1 feature I didn't see in the Release Notes






** On a 7.1 server, select a group of workflow objects, right-click, and 
select Edit.  What you get will include an Advanced tab, which allows you 
three options:

PREFIX - add a prefix to the names of the objects.
APPEND - add a suffix to the names of the objects.
REPLACE - replace string A with string B.

Nice!  Thanks, BMC!

Rick
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Re: What specifically breaks upgrades?

[Moore, Christopher Allen]

Yes- we're planning to update to the newest versions of all the ITSM
apps.  Thanks all of you for your advice!  


Chris

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, March 12, 2008 12:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: What specifically breaks upgrades?

 

** Remember that in AR Server 7.1, licenses are treated differently.  I
noticed that when upgrading from 6.3 to 7.1 (patch 2) on Linux, the user
licenses didn't get converted - only the Server license did.  I would
take a backup of my license file and my ar.conf file, to ensure that I
can quickly restore anything that might not get upgraded correctly.

Are you asking about ITSM as well?

Rick

On Wed, Mar 12, 2008 at 9:56 AM, Moore, Christopher Allen
<[EMAIL PROTECTED]> wrote:

** 

Hey everyone-

 

I'm putting together a plan to upgrade from 7.0 to 7.1.  We have done
some modifications to the system, but nothing too drastic.  Form
changes, additional workflow, but (as far as I know) no changes to the
BMC OOTB workflow.  

 

What sorts of changes specifically are problematic when upgrading?  

 

Windows Server

SQL DB

 

Thanks!

Chris

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

[haeyoon . lee]

I'm wondering something.

Updated to ITSM patch 6.
Now in Overview Console... Unassigned view doesn't bring up anything.
I have 8 unassigned incidents, but when I check the Overview console,
the unassigned doesn't show up.
This happens to all support users.

Anyone else with this issue?

On Mar 5, 4:13 pm, "T. Dee" <[EMAIL PROTECTED]> wrote:
> 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.comARSlist: "Where the Answers Are"
> > html___
>
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> quoted text -
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New ARS 7.1 feature I didn't see in the Release Notes

[Rick Cook]

On a 7.1 server, select a group of workflow objects, right-click, and select
Edit.  What you get will include an Advanced tab, which allows you three
options:

PREFIX - add a prefix to the names of the objects.
APPEND - add a suffix to the names of the objects.
REPLACE - replace string A with string B.

Nice!  Thanks, BMC!

Rick

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Re: DST update...

[Richard Copits]

Thank you! Exactly what I need...!!

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Wednesday, March 12, 2008 1:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: DST update...

 

** 

Just loading the OS and Java patches will not be sufficient.  The
additional patch must be loaded.

 

The technical bulletin goes into a lot of detail on this issue.

 

06-Mar-2007 Daylight Saving Time (DST) and BMC Remedy Action Request
System 6.03 PDF
  

 

http://www.bmc.com/supportu/documents/87/90/68790/68790.pdf

 

-David J. Easter

Sr. Product Manager, Service Management Business Unit

BMC Software, Inc.

 

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

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits
Sent: Wednesday, March 12, 2008 6:21 AM
To: arslist@ARSLIST.ORG
Subject: DST update...

** 

We're planning on (belatedly) updating our 6.3 to

take into account the DST time change. Looking at the

documentation, it looks like we need to have the server

LAN folks do some updates and we need to apply patch

#21 to Remedy AR Server. Is this the only patch we'll

need? Also, I tried downloading the patch from the

Remedy Heritage patch site and get an FTP error that

the download can't find the file on their endsigh

Do I really need it or will just the OS patches work?
Thanks...

 

 

"The three men I admire most are Curly, Larry and Moe"

 

  Meat Loaf

 



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Re: Removing Pending status as a choice

[Moore, Christopher Allen]

Hey Rick-

 

Thanks for the response!

 

And error message was an initial consideration as well, but one we'd
like to avoid.  It seems messy to the customer if there is an option in
the list they can't use.  If there's a good reason not to do it either
of the other ways I mentioned though (potential upgrade issues down the
road) then the pop-up error message may be the best choice.  Any reason
you can think of to not take it out of the drop down via another method?

 

Thanks!

Chris

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, March 12, 2008 11:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Removing Pending status as a choice

 

** Well, here's a third option.  Create an Active Link that fires when
the status is changed to Pending.  Make the actions whatever you want -
a message explaining to the user that Pending is verboten, changing
Status to something else, whatever.  I would also make a Filter that
validates the value, to handle entry from outside the client.

Rick

On Wed, Mar 12, 2008 at 9:43 AM, Moore, Christopher Allen
<[EMAIL PROTECTED]> wrote:

Hey Ty-

I'm not trying to delete the status reasons- I don't want the option for
people to choose Pending as a status at all.  Unfortunately (in this
case) It's an attribute of the field, not a menu.  The only way I can
think of to do that are the 2 I listed, but I'm open to other options!

Chris

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Wednesday, March 12, 2008 11:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: Removing Pending status as a choice

Do not delete the Pending Statuses - mark them offline in SYS:Status
Reason Menu Items.  Simply add new ones to the SYS:Status Reason Menu
Items.  As well don't forget to get them to the hidden field Status
Reason.

As well remember about the Process Flow you have to modify the records
in VIS:ProcessAcceleratorItem - set the status to offline for the ones
you don't want and add new records for new Pending Statuses.

Hope that helps.

Ty


On 3/12/08, Moore, Christopher Allen <[EMAIL PROTECTED]>
wrote:
> **
>
>
> Hey everyone-
>
>
>
> 7.0
>
> SQL
>
> Windows 2000
>
>
>
> We have a requirement to get rid of Pending as a status on CHG.  There
are a
> couple of ways I can think of offhand to do it but I wanted some
advice
> first.
>
>
>
> First option, delete the status pending from the field and give custom
IDs
> to the other choices so the number is skipped and the other choices
don't
> get moved up in the list.
>
>
>
> Second option, hide the status field, make a new status field with
only the
> choices we want and then do a 'set fields' action on save and modify
to the
> original hidden status field.
>
>
>
> My main concern is the "wizard"- how to handle that part.  I haven't
really
> looked t it yet though- it may be simple.
>
>
>
> Any advice/thoughts on how best to handle this?
>
>
> Thanks,
> Chris__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers
Are"
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Re: Question: Overview Console - Assignee

[haeyoon . lee]

I have the same issue.
Remedy 7.0.1 patch 6.

I added the assignee column and tried referencing one of those
assignee fields (helpdesk) and it still doesn't show anything.
I look up the form that it should be looking at and look up the
records and it shows nothing in the assignee field on the form.
I need to refresh my memory since I attempted this a year ago.
I only spent about half a day and was told not to bother with it.

From what I remember though is that the assignee doesn't seem to get
pushed to this form.



On Mar 12, 9:58 am, Brandi Barbour <[EMAIL PROTECTED]> wrote:
> In my SHR:ARDBCFields form I have 3 entries for the assignee field.
> As follows:
> Entry 1
> FIELD ID                100403
> FORM GUID               MAINCHANGE
> VENDOR FIELD ID 100218
> GUID                    AUTOFILLED
>
> Entry 2
> FIELD ID                100218
> FORM GUID               MAINHELPDESK
> VENDOR FIELD ID 100218
> GUID                    AUTOFILLED
>
> Entry 3
> FIELD ID                10010413
> FORM GUID               TMSTASK
> VENDOR FIELD ID 100218
> GUID                    AUTOFILLED
>
> Does that make sense.  This allows entries from the 3 forms to populate
> 1 in the vendor form.
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
> Sent: Tuesday, March 11, 2008 10:10 PM
> To: [EMAIL PROTECTED]
> Subject: Re: Question: Overview Console - Assignee
>
> Thank you - I have added fields before.  The problem is the Assignee
> field is not the same on Task, Change and Incident.  But I see the
> Assignee field in SHR:ARDBC.
>
> On Tue, Mar 11, 2008 at 2:48 PM, Brandi Barbour
> <[EMAIL PROTECTED]> wrote:
> > You must add the entries to the SHR:ARDBCFields form for each field of
>
> > the 3 forms and map them to the same field.  So you will have 3
> > different entries for the Assignee field.  One for each form.  Once
> > you do that you add the Assignee field to the table in the Overview
> > Console with public permissions then restart the plugin.
>
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
> > Sent: Tuesday, March 11, 2008 12:19 PM
> > To: [EMAIL PROTECTED]
> > Subject: Question: Overview Console - Assignee
>
> > I have added a couple of new fields to the Overview Console with no
> > problems.
>
> > However, the users want to see "Assignee" on the Overview Console.
> > The problem is the Database ID for Change, Help Desk and Task is not
> > the same.
>
> > Has anyone added Assignee to their Overview Console?
>
> > Thanks!
>
> > __
> > __
> > ___
> > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgPlatinum
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Re: DST update...

[Easter, David]

Just loading the OS and Java patches will not be sufficient.  The
additional patch must be loaded.
 
The technical bulletin goes into a lot of detail on this issue.
 
06-Mar-2007 Daylight Saving Time (DST) and BMC Remedy Action
Request System 6.03  PDF
  
 
http://www.bmc.com/supportu/documents/87/90/68790/68790.pdf
 
-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits
Sent: Wednesday, March 12, 2008 6:21 AM
To: arslist@ARSLIST.ORG
Subject: DST update...


** 

We're planning on (belatedly) updating our 6.3 to

take into account the DST time change. Looking at the

documentation, it looks like we need to have the server

LAN folks do some updates and we need to apply patch

#21 to Remedy AR Server. Is this the only patch we'll

need? Also, I tried downloading the patch from the

Remedy Heritage patch site and get an FTP error that

the download can't find the file on their endsigh

Do I really need it or will just the OS patches work?
Thanks...

 

 

"The three men I admire most are Curly, Larry and Moe"

 

  Meat Loaf

 



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

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

I believe that upgrading generally breaks upgrades :)

Thanks,


Gary Opela, Jr

Sr. Remedy Developer

Leader Communications, Inc.

405 736 3211


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen
Sent: Wednesday, March 12, 2008 11:56 AM
To: arslist@ARSLIST.ORG
Subject: What specifically breaks upgrades?

** 

Hey everyone-

 

I'm putting together a plan to upgrade from 7.0 to 7.1.  We have done
some modifications to the system, but nothing too drastic.  Form
changes, additional workflow, but (as far as I know) no changes to the
BMC OOTB workflow.  

 

What sorts of changes specifically are problematic when upgrading?  

 

Windows Server

SQL DB

 

Thanks!

Chris

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Re: What specifically breaks upgrades?

[Rick Cook]

Remember that in AR Server 7.1, licenses are treated differently.  I noticed
that when upgrading from 6.3 to 7.1 (patch 2) on Linux, the user licenses
didn't get converted - only the Server license did.  I would take a backup
of my license file and my ar.conf file, to ensure that I can quickly restore
anything that might not get upgraded correctly.

Are you asking about ITSM as well?

Rick

On Wed, Mar 12, 2008 at 9:56 AM, Moore, Christopher Allen <
[EMAIL PROTECTED]> wrote:

> **
>
> Hey everyone-
>
>
>
> I'm putting together a plan to upgrade from 7.0 to 7.1.  We have done some
> modifications to the system, but nothing too drastic.  Form changes,
> additional workflow, but (as far as I know) no changes to the BMC OOTB
> workflow.
>
>
>
> What sorts of changes specifically are problematic when upgrading?
>
>
>
> Windows Server
>
> SQL DB
>
>
>
> Thanks!
>
> Chris
>  __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: ARS 7.1 p001 start up time?

[Joe D'Souza]

A few more apps here and nearly 15 to 20 minutes here.. The reason it does
that is during the startup the ARSystem reads data from a table in the
database that stores the fields display properties, and this table contains
millions of rows and the system reads this table in chunks of 100. So the
ARSystem server doesn't startup till it has read all this and loaded it in
its memory..

We are working on with Remedy support at the moment on possibilities to
reduce this.. we are also experiencing other performance problems..

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of William Rentfrow
  Sent: Wednesday, March 12, 2008 12:55 PM
  To: arslist@ARSLIST.ORG
  Subject: ARS 7.1 p001 start up time?


  **
  I'm curious how long it is taking people to start up AR Server 7.1 patch
001 on Solaris or other versions of UNIX.

  We only have 3 apps installed - CMDB 2.1, IM 7.0.03, and SLM 7.1.  The
server startup time is ~10 minutes.  This is for an out-of-the box install
with no obvious changes to it - except that we have configured the normal
ports/queues/etc that would be the obvious culprits.

  Support (while dealing with another issue) thinks we have performance
problems.  Processor utilization is < 5% so I don't know what could be
holding this up exactly.  When the server is up it appears to function
properly.

  Also - we have two identical installations and the startup time on them is
about the same.

  William Rentfrow, Principal Consultant
  [EMAIL PROTECTED]
  C 701-306-6157
  O 952-432-0227
No virus found in this outgoing message.
Checked by AVG.
Version: 7.5.518 / Virus Database: 269.21.7/1327 - Release Date: 3/12/2008
1:27 PM

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Re: What specifically breaks upgrades?

[Joe D'Souza]

Allen,

I would put using reserved field ranges to create your custom fields to be a
number 1.. By reserved I do not mean AR System reserved but the ones that
Remedy Developers use for their application.. If in case you have created
custom fields and using their range that they usually create fields from,
then in the event that they use the same ID, it could break your upgrade..

I would say the same thing for using the immediately available user range..
Avoid those too.. I have seen Remedy engineering using some of those fields
for trim fields etc. too in the past, as they do not bother to give those
trim fields a specific ID.. stay clear of those.. use ranges above the 6, 7
or 8 million range.. That way you could be sure that they would not invade
that range..

In case you have already done the above, I would use the archgid to correct
the problem and give your fields an ID on or above the 6 million range..

Cheers

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Moore, Christopher Allen
  Sent: Wednesday, March 12, 2008 12:56 PM
  To: arslist@ARSLIST.ORG
  Subject: What specifically breaks upgrades?


  **
  Hey everyone-



  I’m putting together a plan to upgrade from 7.0 to 7.1.  We have done some
modifications to the system, but nothing too drastic.  Form changes,
additional workflow, but (as far as I know) no changes to the BMC OOTB
workflow.



  What sorts of changes specifically are problematic when upgrading?



  Windows Server

  SQL DB



  Thanks!

  Chris

No virus found in this outgoing message.
Checked by AVG.
Version: 7.5.518 / Virus Database: 269.21.7/1327 - Release Date: 3/12/2008
1:27 PM

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Re: ARS 7.1 p001 start up time?

[William Rentfrow]

Good question - commenting out the service does not change the startup
time very much.
 
 


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, March 12, 2008 12:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.1 p001 start up time?


** That depends largely on the plugins you have in place.  Look at your
SLM plugin as a potential culprit.  Turn off the brie and see if your
startup time changes.

Rick


On Wed, Mar 12, 2008 at 9:54 AM, William Rentfrow
<[EMAIL PROTECTED]> wrote:


** 
I'm curious how long it is taking people to start up AR Server
7.1 patch 001 on Solaris or other versions of UNIX.
 
We only have 3 apps installed - CMDB 2.1, IM 7.0.03, and SLM
7.1.  The server startup time is ~10 minutes.  This is for an out-of-the
box install with no obvious changes to it - except that we have
configured the normal ports/queues/etc that would be the obvious
culprits.
 
Support (while dealing with another issue) thinks we have
performance problems.  Processor utilization is < 5% so I don't know
what could be holding this up exactly.  When the server is up it appears
to function properly.
 
Also - we have two identical installations and the startup time
on them is about the same.
 
William Rentfrow, Principal Consultant
[EMAIL PROTECTED]
C 701-306-6157
O 952-432-0227
 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the
Answers Are" html___ 


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Re: ARS 7.1 p001 start up time?

[Rick Cook]

That depends largely on the plugins you have in place.  Look at your SLM
plugin as a potential culprit.  Turn off the brie and see if your startup
time changes.

Rick

On Wed, Mar 12, 2008 at 9:54 AM, William Rentfrow <
[EMAIL PROTECTED]> wrote:

> ** I'm curious how long it is taking people to start up AR Server 7.1patch 
> 001 on Solaris or other versions of UNIX.
>
> We only have 3 apps installed - CMDB 2.1, IM 7.0.03, and SLM 7.1.  The
> server startup time is ~10 minutes.  This is for an out-of-the box install
> with no obvious changes to it - except that we have configured the normal
> ports/queues/etc that would be the obvious culprits.
>
> Support (while dealing with another issue) thinks we have performance
> problems.  Processor utilization is < 5% so I don't know what could be
> holding this up exactly.  When the server is up it appears to function
> properly.
>
> Also - we have two identical installations and the startup time on them is
> about the same.
>
> William Rentfrow, Principal Consultant
> [EMAIL PROTECTED]
> C 701-306-6157
> O 952-432-0227
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: Removing Pending status as a choice

[T. Dee]

I would not "remove / delete" any Statuses at all - you could break workflow.

You can mark the Status Reasons "Offline", but as for getting rid of
Statuses I do not recommend it.

Ty

On 3/12/08, Moore, Christopher Allen <[EMAIL PROTECTED]> wrote:
> Hey Ty-
>
> I'm not trying to delete the status reasons- I don't want the option for
> people to choose Pending as a status at all.  Unfortunately (in this
> case) It's an attribute of the field, not a menu.  The only way I can
> think of to do that are the 2 I listed, but I'm open to other options!
>
> Chris
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
> Sent: Wednesday, March 12, 2008 11:05 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Removing Pending status as a choice
>
> Do not delete the Pending Statuses - mark them offline in SYS:Status
> Reason Menu Items.  Simply add new ones to the SYS:Status Reason Menu
> Items.  As well don't forget to get them to the hidden field Status
> Reason.
>
> As well remember about the Process Flow you have to modify the records
> in VIS:ProcessAcceleratorItem - set the status to offline for the ones
> you don't want and add new records for new Pending Statuses.
>
> Hope that helps.
>
> Ty
>
>
> On 3/12/08, Moore, Christopher Allen <[EMAIL PROTECTED]>
> wrote:
> > **
> >
> >
> > Hey everyone-
> >
> >
> >
> > 7.0
> >
> > SQL
> >
> > Windows 2000
> >
> >
> >
> > We have a requirement to get rid of Pending as a status on CHG.  There
> are a
> > couple of ways I can think of offhand to do it but I wanted some
> advice
> > first.
> >
> >
> >
> > First option, delete the status pending from the field and give custom
> IDs
> > to the other choices so the number is skipped and the other choices
> don't
> > get moved up in the list.
> >
> >
> >
> > Second option, hide the status field, make a new status field with
> only the
> > choices we want and then do a 'set fields' action on save and modify
> to the
> > original hidden status field.
> >
> >
> >
> > My main concern is the "wizard"- how to handle that part.  I haven't
> really
> > looked t it yet though- it may be simple.
> >
> >
> >
> > Any advice/thoughts on how best to handle this?
> >
> >
> > Thanks,
> > Chris__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers
> Are"
> > html___
>
> 
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Re: Removing Pending status as a choice

[T. Dee]

Go into SYS:Status Reason Menu and just put them "Offline".

Ty


On 3/12/08, Moore, Christopher Allen <[EMAIL PROTECTED]> wrote:
> Hey Ty-
>
> I'm not trying to delete the status reasons- I don't want the option for
> people to choose Pending as a status at all.  Unfortunately (in this
> case) It's an attribute of the field, not a menu.  The only way I can
> think of to do that are the 2 I listed, but I'm open to other options!
>
> Chris
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
> Sent: Wednesday, March 12, 2008 11:05 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Removing Pending status as a choice
>
> Do not delete the Pending Statuses - mark them offline in SYS:Status
> Reason Menu Items.  Simply add new ones to the SYS:Status Reason Menu
> Items.  As well don't forget to get them to the hidden field Status
> Reason.
>
> As well remember about the Process Flow you have to modify the records
> in VIS:ProcessAcceleratorItem - set the status to offline for the ones
> you don't want and add new records for new Pending Statuses.
>
> Hope that helps.
>
> Ty
>
>
> On 3/12/08, Moore, Christopher Allen <[EMAIL PROTECTED]>
> wrote:
> > **
> >
> >
> > Hey everyone-
> >
> >
> >
> > 7.0
> >
> > SQL
> >
> > Windows 2000
> >
> >
> >
> > We have a requirement to get rid of Pending as a status on CHG.  There
> are a
> > couple of ways I can think of offhand to do it but I wanted some
> advice
> > first.
> >
> >
> >
> > First option, delete the status pending from the field and give custom
> IDs
> > to the other choices so the number is skipped and the other choices
> don't
> > get moved up in the list.
> >
> >
> >
> > Second option, hide the status field, make a new status field with
> only the
> > choices we want and then do a 'set fields' action on save and modify
> to the
> > original hidden status field.
> >
> >
> >
> > My main concern is the "wizard"- how to handle that part.  I haven't
> really
> > looked t it yet though- it may be simple.
> >
> >
> >
> > Any advice/thoughts on how best to handle this?
> >
> >
> > Thanks,
> > Chris__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers
> Are"
> > html___
>
> 
> ___
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>
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Re: Incoming email that generates record needs escape character?

[Wheeler, Dylan]

They verified that it's a bug and generated a Defect ID for me. 

SW00290116

We'll see how long til it's fixed heh. I'm surprised no one has brought
it up with them before?

- 

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

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Thomas Bean
Sent: Sunday, February 24, 2008 1:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: Incoming email that generates record needs escape
character?


** 
Definitely sounds like a bug to me... I would recommend
submitting it to BMC for a fix.
 
As a workaround, instead of using an escape character, if the
other system developer can do it, why not simply convert the symbols to
an equivalent string value before generating the e-mail?  For example:
 
Convert ">" to "GTR"
Convert ">=" to "GEQ"
Convert "<" to "LSS"
Convert "<=" to "LEQ"
Convert "=" to EQL
Convert "!=" to NEQ
 
Summary !8! : Modify FIXNDAOTHERCD7 program to Bybass
ND-OTHER-CD-7 field GTR 90 and change Field if LSS 4 to 0
 
If desired, you should be able to convert these back to the
original symbols with a set fields action in a filter, using the
REPLACE( ) function.
 
A little cumbersome, but it should work...
 
--Thomas
 

- Original Message - 
From: Wheeler, Dylan 

Newsgroups: gmane.comp.crm.arsystem.general
To: arslist@ARSLIST.ORG 
Sent: Friday, February 22, 2008 18:46
Subject: Re: Incoming email that generates record needs
escape character?

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

- 

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

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


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

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

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

Re: Can't delete a user from CTM:People

[Joe D'Souza]

Mary,

I just had a minutes look at your logs, as I do not really have too much
time on my hands right now.. What I noticed is that its a Phase 2 action
that is failing so look at the first possible phase 2 action in your logs..
I would look for a push fields action.. It appears like your logs are
incomplete so it would be hard to tell from your logs which was the first
phase 2 action that should have been fired.. From your logs you have sent,
they start at order 500? Certainly there must be filters that fire before
that default order??

IF not and if that is the complete log, I would look at the very first
filter that does a push fields, and check the form it pushes the information
to, to see if there is something there that it could break a unique index
of..

   
  Checking CTM:PPL:DeleteAssoc_780_PSGA/C/R+ (780)
   
 --> Passed -- perform actions
   
  0: Push Fields
   

   
  1: Push Fields
   

   
  2: Push Fields
   


If it is trying to create a new record, I would even check for the nextid
field as if that had been reset its often known to be a culprit for unique
index errors..

Cheers

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Mary Dollus
Sent: Wednesday, March 12, 2008 10:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: Can't delete a user from CTM:People


Trying a zip file...

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Tuesday, March 11, 2008 9:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Can't delete a user from CTM:People

Could I be the licenses or permissions they belong to?  Try removing
their groups / permissions and try again.



On Tue, Mar 11, 2008 at 7:43 PM, Mary Dollus
<[EMAIL PROTECTED]> wrote:
> **
>
>
> Hi All,
>
>
>
> I'm trying to delete some users out of the CTM:People form however I keep
> getting the error ARERR (382) The value(s) for this entry violate a unique
> index that has been identified for this form.  I ran logs but can't find
> what it's talking about...  I even tried adding a new record and deleting
it
> (which works).  The records I can't seem to delete were restored from
> another server.
>
>
>
> Setting the status to Delete saved okay... it's just when I try to delete
it.
>
>
>
> I checked the "CTM:SupportGroupFunctionalRole", "CTM:Support Group
> Association" and there are no entries for the users.
>
>
>
> They do have entries in CTM:People, CTM:People Permission Groups, and
User.
> If I try to delete the user from any of these forms, I get the unique
index
> error... L
>
>
>
> Has anyone encountered this?   If so, is there a way to resolve it?  I
have
> over 7k records I need to dump and reload... but I have to delete them
first.
>
>
>
> Thanks!!!
>
> Mary Dollus
>
>
>
> ARS 7.0.01 patch 005
>
> SQL server 2005
No virus found in this outgoing message.
Checked by AVG.
Version: 7.5.518 / Virus Database: 269.21.7/1327 - Release Date: 3/12/2008
1:27 PM

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What specifically breaks upgrades?

[Moore, Christopher Allen]

Hey everyone-

 

I'm putting together a plan to upgrade from 7.0 to 7.1.  We have done
some modifications to the system, but nothing too drastic.  Form
changes, additional workflow, but (as far as I know) no changes to the
BMC OOTB workflow.  

 

What sorts of changes specifically are problematic when upgrading?  

 

Windows Server

SQL DB

 

Thanks!

Chris


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ARS 7.1 p001 start up time?

[William Rentfrow]

I'm curious how long it is taking people to start up AR Server 7.1 patch
001 on Solaris or other versions of UNIX.
 
We only have 3 apps installed - CMDB 2.1, IM 7.0.03, and SLM 7.1.  The
server startup time is ~10 minutes.  This is for an out-of-the box
install with no obvious changes to it - except that we have configured
the normal ports/queues/etc that would be the obvious culprits.
 
Support (while dealing with another issue) thinks we have performance
problems.  Processor utilization is < 5% so I don't know what could be
holding this up exactly.  When the server is up it appears to function
properly.
 
Also - we have two identical installations and the startup time on them
is about the same.
 
William Rentfrow, Principal Consultant
[EMAIL PROTECTED]
C 701-306-6157
O 952-432-0227
 

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Re: Removing Pending status as a choice

[Rick Cook]

Well, here's a third option.  Create an Active Link that fires when the
status is changed to Pending.  Make the actions whatever you want - a
message explaining to the user that Pending is verboten, changing Status to
something else, whatever.  I would also make a Filter that validates the
value, to handle entry from outside the client.

Rick

On Wed, Mar 12, 2008 at 9:43 AM, Moore, Christopher Allen <
[EMAIL PROTECTED]> wrote:

> Hey Ty-
>
> I'm not trying to delete the status reasons- I don't want the option for
> people to choose Pending as a status at all.  Unfortunately (in this
> case) It's an attribute of the field, not a menu.  The only way I can
> think of to do that are the 2 I listed, but I'm open to other options!
>
> Chris
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
> Sent: Wednesday, March 12, 2008 11:05 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Removing Pending status as a choice
>
> Do not delete the Pending Statuses - mark them offline in SYS:Status
> Reason Menu Items.  Simply add new ones to the SYS:Status Reason Menu
> Items.  As well don't forget to get them to the hidden field Status
> Reason.
>
> As well remember about the Process Flow you have to modify the records
> in VIS:ProcessAcceleratorItem - set the status to offline for the ones
> you don't want and add new records for new Pending Statuses.
>
> Hope that helps.
>
> Ty
>
>
> On 3/12/08, Moore, Christopher Allen <[EMAIL PROTECTED]>
> wrote:
> > **
> >
> >
> > Hey everyone-
> >
> >
> >
> > 7.0
> >
> > SQL
> >
> > Windows 2000
> >
> >
> >
> > We have a requirement to get rid of Pending as a status on CHG.  There
> are a
> > couple of ways I can think of offhand to do it but I wanted some
> advice
> > first.
> >
> >
> >
> > First option, delete the status pending from the field and give custom
> IDs
> > to the other choices so the number is skipped and the other choices
> don't
> > get moved up in the list.
> >
> >
> >
> > Second option, hide the status field, make a new status field with
> only the
> > choices we want and then do a 'set fields' action on save and modify
> to the
> > original hidden status field.
> >
> >
> >
> > My main concern is the "wizard"- how to handle that part.  I haven't
> really
> > looked t it yet though- it may be simple.
> >
> >
> >
> > Any advice/thoughts on how best to handle this?
> >
> >
> > Thanks,
> > Chris__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"
>
>
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>

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Re: DST - Leap Year Issue with Date Only fields

[Evans.Randy]

When we ran into DST issues, we had to take out the Time Zone value
setting it to NULL.  It actually in our case comes down to a MSFT dll
that needs to be fixed.  The Remedy User tools uses that dlls for some
of it's date manipulations.  We couldn't roll out the dll, because it
would require us to test all our VB, etc apps.  Just to much of a time
eater, easier just to set the time zone in the user tool.   As a side
note, when this happened I checked in the database, and it was storing
the dates correctly.

Randy 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Thomas Bean
Sent: Wednesday, March 12, 2008 11:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: DST - Leap Year Issue with Date Only fields

Hi Michelle,
I believe I encountered the same issue you are describing on a 5.01.02
AR Server back in 2006.  I reported the issue to BMC Support, and the
issue was closed with a defect (SW00220325).  See attached for a copy of
the issue.  I never received any follow up on the defect (go figure),
but when I looked it up today, this is what it shows:

ID:  SW00220325
Disposition:  Verified
Resolution:  Not Reproducible
Product:  AR System
Version:  6.00.01
Problem Area 1:  Server
Summary:
I am running  ARS 6.0.1 on a Windows 2000 Server.  The server is set to
automatically adjust for Daylights  saving time.  For the past two years
on the day of the time change, the Date keyword renders the previous
date.  And on the next day at midnight

The defect was submitted for another customer who encountered the same
issue, so I am surprised that BMC was unable to reproduce it.  I haven't
tested to see if it has been corrected in ARS 7.0.1+.

The issue seems to be related to the DST change, not leap year.

--Thomas

- Original Message -
From: "Michelle L" <[EMAIL PROTECTED]>
Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Wednesday, March 12, 2008 10:28 AM
Subject: DST - Leap Year Issue with Date Only fields


> Hey Y'all:
>
> Remedy ARS 6.3 P23 (Server is in Central time zone)
> Windows 2003
> SQL Server 2000
> Admin tool ARS 6.3 P23
> User Tool 6.3 P23 and 7.0.1 Patch 005
>
> We're not sure if this issue is DST only related or DST and Leap Year
> related.
>
> We discovered an interesting phenomenon when we reviewed records in 
> various
> forms with Date fields (not Date/Time).  On March 9, 2008 starting at
3:00
> AM and continuing through the remainder of the day, any Date field set

> with
> $DATE$ was set to March 8, 2008.  It didn't matter what time of day it

> was.
> Date/Time fields were appropriately set to March 9, 2008 and current
time.
>
> We had to update thousands of records in various forms.
>
> Did anyone who is still on Remedy ARS 6.3 experience this?
>
> Thanks,
> Michelle
>
>
>
> ==
>
> Confidentiality Notice: The information contained in and transmitted
with 
> this communication is strictly confidential, is intended only for the
use 
> of the intended recipient, and is the property of Countrywide
Financial 
> Corporation or its affiliates and subsidiaries.  If you are not the 
> intended recipient, you are hereby notified that any use of the 
> information contained in or transmitted with the communication or 
> dissemination, distribution, or copying of this communication is
strictly 
> prohibited by law.  If you have received this communication in error, 
> please immediately return this communication to the sender and delete
the 
> original message and any copy of it in your possession.
>
> ==
> 


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Re: Removing Pending status as a choice

[Moore, Christopher Allen]

Hey Ty-

I'm not trying to delete the status reasons- I don't want the option for
people to choose Pending as a status at all.  Unfortunately (in this
case) It's an attribute of the field, not a menu.  The only way I can
think of to do that are the 2 I listed, but I'm open to other options!

Chris

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Wednesday, March 12, 2008 11:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: Removing Pending status as a choice

Do not delete the Pending Statuses - mark them offline in SYS:Status
Reason Menu Items.  Simply add new ones to the SYS:Status Reason Menu
Items.  As well don't forget to get them to the hidden field Status
Reason.

As well remember about the Process Flow you have to modify the records
in VIS:ProcessAcceleratorItem - set the status to offline for the ones
you don't want and add new records for new Pending Statuses.

Hope that helps.

Ty


On 3/12/08, Moore, Christopher Allen <[EMAIL PROTECTED]>
wrote:
> **
>
>
> Hey everyone-
>
>
>
> 7.0
>
> SQL
>
> Windows 2000
>
>
>
> We have a requirement to get rid of Pending as a status on CHG.  There
are a
> couple of ways I can think of offhand to do it but I wanted some
advice
> first.
>
>
>
> First option, delete the status pending from the field and give custom
IDs
> to the other choices so the number is skipped and the other choices
don't
> get moved up in the list.
>
>
>
> Second option, hide the status field, make a new status field with
only the
> choices we want and then do a 'set fields' action on save and modify
to the
> original hidden status field.
>
>
>
> My main concern is the "wizard"- how to handle that part.  I haven't
really
> looked t it yet though- it may be simple.
>
>
>
> Any advice/thoughts on how best to handle this?
>
>
> Thanks,
> Chris__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers
Are"
> html___


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Re: Can't delete a user from CTM:People

[Mary Dollus]

Yep...

The db is restoring the original set of Users onto the QA server now... SO... 
hopefully that fixes it.  I'll keep ya posted.

Thanks everyone...
- Mary

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of T. Dee
Sent: Wednesday, March 12, 2008 11:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: Can't delete a user from CTM:People

That probably has something to do with it - copying the user records over.



On 3/12/08, Mary Dollus <[EMAIL PROTECTED]> wrote:
> Hi Ty,
>
> It's Delete.
>
> Nope, I just set the status to Delete.  I've never had an issue before with 
> this.  I think it has to do with the way the records were entered.
>
> QA server was copied over from the dev server,,, then the User records were 
> copied back into the User form... so it looks like there might be some type 
> of link missing; but I'm not sure.
>
> Thx...
> - Mary
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
> PROTECTED] On Behalf Of T. Dee
> Sent: Wednesday, March 12, 2008 10:24 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Can't delete a user from CTM:People
>
> Mary - what is the profile status?
>
> Did you manually change the Support Staff field?
>
> Ty
>
>
> On 3/12/08, Mary Dollus <[EMAIL PROTECTED]> wrote:
> > One other thing,
> >
> > The error also happens if I try to update their email address for instance. 
> >  I'm going to attempt other updates to see if everything is affected.
> >
> > Thanks...
> > - Mary
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
> > PROTECTED] On Behalf Of Mary Dollus
> > Sent: Wednesday, March 12, 2008 9:16 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Can't delete a user from CTM:People
> >
> > Trying a zip file...
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
> > PROTECTED] On Behalf Of T. Dee
> > Sent: Tuesday, March 11, 2008 9:06 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Can't delete a user from CTM:People
> >
> > Could I be the licenses or permissions they belong to?  Try removing
> > their groups / permissions and try again.
> >
> >
> >
> > On Tue, Mar 11, 2008 at 7:43 PM, Mary Dollus
> > <[EMAIL PROTECTED]> wrote:
> > > **
> > >
> > >
> > > Hi All,
> > >
> > >
> > >
> > > I'm trying to delete some users out of the CTM:People form however I keep
> > > getting the error ARERR (382) The value(s) for this entry violate a unique
> > > index that has been identified for this form.  I ran logs but can't find
> > > what it's talking about...  I even tried adding a new record and deleting 
> > > it
> > > (which works).  The records I can't seem to delete were restored from
> > > another server.
> > >
> > >
> > >
> > > Setting the status to Delete saved okay... it's just when I try to delete 
> > > it.
> > >
> > >
> > >
> > > I checked the "CTM:SupportGroupFunctionalRole", "CTM:Support Group
> > > Association" and there are no entries for the users.
> > >
> > >
> > >
> > > They do have entries in CTM:People, CTM:People Permission Groups, and 
> > > User.
> > > If I try to delete the user from any of these forms, I get the unique 
> > > index
> > > error... L
> > >
> > >
> > >
> > > Has anyone encountered this?   If so, is there a way to resolve it?  I 
> > > have
> > > over 7k records I need to dump and reload... but I have to delete them 
> > > first.
> > >
> > >
> > >
> > > Thanks!!!
> > >
> > > Mary Dollus
> > >
> > >
> > >
> > > ARS 7.0.01 patch 005
> > >
> > > SQL server 2005__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"
> >
> > ___
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> >
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>
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Re: DST - Leap Year Issue with Date Only fields

[Randy Simon]

If you are on ARS 6.3 there is a patch for this problem.
We had the same problem, but we are on 6.0 and would need to upgrade to
6.3 and install the patch.


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michelle L
Sent: Wednesday, March 12, 2008 11:29 AM
To: arslist@ARSLIST.ORG
Subject: DST - Leap Year Issue with Date Only fields

Hey Y'all:

Remedy ARS 6.3 P23 (Server is in Central time zone)
Windows 2003
SQL Server 2000
Admin tool ARS 6.3 P23
User Tool 6.3 P23 and 7.0.1 Patch 005

We're not sure if this issue is DST only related or DST and Leap Year
related.

We discovered an interesting phenomenon when we reviewed records in
various
forms with Date fields (not Date/Time).  On March 9, 2008 starting at
3:00
AM and continuing through the remainder of the day, any Date field set
with
$DATE$ was set to March 8, 2008.  It didn't matter what time of day it
was.
Date/Time fields were appropriately set to March 9, 2008 and current
time.

We had to update thousands of records in various forms.

Did anyone who is still on Remedy ARS 6.3 experience this?

Thanks,
Michelle



==

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Re: Can't delete a user from CTM:People

[T. Dee]

That probably has something to do with it - copying the user records over.



On 3/12/08, Mary Dollus <[EMAIL PROTECTED]> wrote:
> Hi Ty,
>
> It's Delete.
>
> Nope, I just set the status to Delete.  I've never had an issue before with 
> this.  I think it has to do with the way the records were entered.
>
> QA server was copied over from the dev server,,, then the User records were 
> copied back into the User form... so it looks like there might be some type 
> of link missing; but I'm not sure.
>
> Thx...
> - Mary
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
> PROTECTED] On Behalf Of T. Dee
> Sent: Wednesday, March 12, 2008 10:24 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Can't delete a user from CTM:People
>
> Mary - what is the profile status?
>
> Did you manually change the Support Staff field?
>
> Ty
>
>
> On 3/12/08, Mary Dollus <[EMAIL PROTECTED]> wrote:
> > One other thing,
> >
> > The error also happens if I try to update their email address for instance. 
> >  I'm going to attempt other updates to see if everything is affected.
> >
> > Thanks...
> > - Mary
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
> > PROTECTED] On Behalf Of Mary Dollus
> > Sent: Wednesday, March 12, 2008 9:16 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Can't delete a user from CTM:People
> >
> > Trying a zip file...
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
> > PROTECTED] On Behalf Of T. Dee
> > Sent: Tuesday, March 11, 2008 9:06 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Can't delete a user from CTM:People
> >
> > Could I be the licenses or permissions they belong to?  Try removing
> > their groups / permissions and try again.
> >
> >
> >
> > On Tue, Mar 11, 2008 at 7:43 PM, Mary Dollus
> > <[EMAIL PROTECTED]> wrote:
> > > **
> > >
> > >
> > > Hi All,
> > >
> > >
> > >
> > > I'm trying to delete some users out of the CTM:People form however I keep
> > > getting the error ARERR (382) The value(s) for this entry violate a unique
> > > index that has been identified for this form.  I ran logs but can't find
> > > what it's talking about...  I even tried adding a new record and deleting 
> > > it
> > > (which works).  The records I can't seem to delete were restored from
> > > another server.
> > >
> > >
> > >
> > > Setting the status to Delete saved okay... it's just when I try to delete 
> > > it.
> > >
> > >
> > >
> > > I checked the "CTM:SupportGroupFunctionalRole", "CTM:Support Group
> > > Association" and there are no entries for the users.
> > >
> > >
> > >
> > > They do have entries in CTM:People, CTM:People Permission Groups, and 
> > > User.
> > > If I try to delete the user from any of these forms, I get the unique 
> > > index
> > > error... L
> > >
> > >
> > >
> > > Has anyone encountered this?   If so, is there a way to resolve it?  I 
> > > have
> > > over 7k records I need to dump and reload... but I have to delete them 
> > > first.
> > >
> > >
> > >
> > > Thanks!!!
> > >
> > > Mary Dollus
> > >
> > >
> > >
> > > ARS 7.0.01 patch 005
> > >
> > > SQL server 2005__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"
> >
> > ___
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> >
> > ___
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> >
>
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Re: DST - Leap Year Issue with Date Only fields

[Thomas Bean]

Hi Michelle,
I believe I encountered the same issue you are describing on a 5.01.02 AR 
Server back in 2006.  I reported the issue to BMC Support, and the issue was 
closed with a defect (SW00220325).  See attached for a copy of the issue.  I 
never received any follow up on the defect (go figure), but when I looked it 
up today, this is what it shows:


ID:  SW00220325
Disposition:  Verified
Resolution:  Not Reproducible
Product:  AR System
Version:  6.00.01
Problem Area 1:  Server
Summary:
I am running  ARS 6.0.1 on a Windows 2000 Server.  The server is set to 
automatically adjust for Daylights  saving time.  For the past two years on 
the day of the time change, the Date keyword renders the previous date.  And 
on the next day at midnight


The defect was submitted for another customer who encountered the same 
issue, so I am surprised that BMC was unable to reproduce it.  I haven't 
tested to see if it has been corrected in ARS 7.0.1+.


The issue seems to be related to the DST change, not leap year.

--Thomas

- Original Message - 
From: "Michelle L" <[EMAIL PROTECTED]>

Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Wednesday, March 12, 2008 10:28 AM
Subject: DST - Leap Year Issue with Date Only fields



Hey Y'all:

Remedy ARS 6.3 P23 (Server is in Central time zone)
Windows 2003
SQL Server 2000
Admin tool ARS 6.3 P23
User Tool 6.3 P23 and 7.0.1 Patch 005

We're not sure if this issue is DST only related or DST and Leap Year
related.

We discovered an interesting phenomenon when we reviewed records in 
various

forms with Date fields (not Date/Time).  On March 9, 2008 starting at 3:00
AM and continuing through the remainder of the day, any Date field set 
with
$DATE$ was set to March 8, 2008.  It didn't matter what time of day it 
was.

Date/Time fields were appropriately set to March 9, 2008 and current time.

We had to update thousands of records in various forms.

Did anyone who is still on Remedy ARS 6.3 experience this?

Thanks,
Michelle



==

Confidentiality Notice: The information contained in and transmitted with 
this communication is strictly confidential, is intended only for the use 
of the intended recipient, and is the property of Countrywide Financial 
Corporation or its affiliates and subsidiaries.  If you are not the 
intended recipient, you are hereby notified that any use of the 
information contained in or transmitted with the communication or 
dissemination, distribution, or copying of this communication is strictly 
prohibited by law.  If you have received this communication in error, 
please immediately return this communication to the sender and delete the 
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ISS00946302.pdf
Description: Adobe PDF document

Re: Can't delete a user from CTM:People

[T. Dee]

I remember I had a similar problem.  I think I had to make them no
longer a support staff member first.  Is this record that of a support
staff member?



On 3/12/08, Mary Dollus <[EMAIL PROTECTED]> wrote:
> Hi Ty,
>
> It's Delete.
>
> They all set to Delete without any issues.  It's just when I actually try to 
> Delete them.
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
> PROTECTED] On Behalf Of T. Dee
> Sent: Wednesday, March 12, 2008 10:06 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Can't delete a user from CTM:People
>
> What is their Profile Status?
>
> Ty
>
>
> On 3/12/08, Mary Dollus <[EMAIL PROTECTED]> wrote:
> > Morning,
> >
> > I tried deleting all of that but it gives me the error message... it seems 
> > it's pushing something somewhere but I went through all the "delete" 
> > filters I could find,, and none of them create a new record; at least on 
> > the ones I looked at.
> >
> > I attempted to attach logs here twice but it keeps rejecting them.  I'll 
> > try to shorten again and send.
> >
> > :) thanks again all...
> >
> > I'll owe ya all a cup of coffee for this one... or your drink of choice ... 
> > :)
> >
> > - Mary
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
> > PROTECTED] On Behalf Of T. Dee
> > Sent: Tuesday, March 11, 2008 9:06 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Can't delete a user from CTM:People
> >
> > Could I be the licenses or permissions they belong to?  Try removing
> > their groups / permissions and try again.
> >
> >
> >
> > On Tue, Mar 11, 2008 at 7:43 PM, Mary Dollus
> > <[EMAIL PROTECTED]> wrote:
> > > **
> > >
> > >
> > > Hi All,
> > >
> > >
> > >
> > > I'm trying to delete some users out of the CTM:People form however I keep
> > > getting the error ARERR (382) The value(s) for this entry violate a unique
> > > index that has been identified for this form.  I ran logs but can't find
> > > what it's talking about...  I even tried adding a new record and deleting 
> > > it
> > > (which works).  The records I can't seem to delete were restored from
> > > another server.
> > >
> > >
> > >
> > > Setting the status to Delete saved okay... it's just when I try to delete 
> > > it.
> > >
> > >
> > >
> > > I checked the "CTM:SupportGroupFunctionalRole", "CTM:Support Group
> > > Association" and there are no entries for the users.
> > >
> > >
> > >
> > > They do have entries in CTM:People, CTM:People Permission Groups, and 
> > > User.
> > > If I try to delete the user from any of these forms, I get the unique 
> > > index
> > > error... L
> > >
> > >
> > >
> > > Has anyone encountered this?   If so, is there a way to resolve it?  I 
> > > have
> > > over 7k records I need to dump and reload... but I have to delete them 
> > > first.
> > >
> > >
> > >
> > > Thanks!!!
> > >
> > > Mary Dollus
> > >
> > >
> > >
> > > ARS 7.0.01 patch 005
> > >
> > > SQL server 2005__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"
> >
> > ___
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> >
>
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Re: Removing Pending status as a choice

[T. Dee]

Do not delete the Pending Statuses - mark them offline in SYS:Status
Reason Menu Items.  Simply add new ones to the SYS:Status Reason Menu
Items.  As well don't forget to get them to the hidden field Status
Reason.

As well remember about the Process Flow you have to modify the records
in VIS:ProcessAcceleratorItem - set the status to offline for the ones
you don't want and add new records for new Pending Statuses.

Hope that helps.

Ty


On 3/12/08, Moore, Christopher Allen <[EMAIL PROTECTED]> wrote:
> **
>
>
> Hey everyone-
>
>
>
> 7.0
>
> SQL
>
> Windows 2000
>
>
>
> We have a requirement to get rid of Pending as a status on CHG.  There are a
> couple of ways I can think of offhand to do it but I wanted some advice
> first.
>
>
>
> First option, delete the status pending from the field and give custom IDs
> to the other choices so the number is skipped and the other choices don't
> get moved up in the list.
>
>
>
> Second option, hide the status field, make a new status field with only the
> choices we want and then do a 'set fields' action on save and modify to the
> original hidden status field.
>
>
>
> My main concern is the "wizard"- how to handle that part.  I haven't really
> looked t it yet though- it may be simple.
>
>
>
> Any advice/thoughts on how best to handle this?
>
>
> Thanks,
> Chris__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: Audit Log for Deleted Tickets

[Louis Cobuccio]

Thanks Ty I'll give that a go.

Lou

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Wednesday, March 12, 2008 11:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Audit Log for Deleted Tickets

I had this happen to - it is due to the fact that someone is blanking
out the "Assignee", but Remedy is not blanking out the hidden Assigned
To field.  Do a report with the Assignee and Assigned To and you will
see the problem.

Hope this helps.

Ty


On 3/12/08, Louis Cobuccio <[EMAIL PROTECTED]> wrote:
> Good morning List,
>
> I've got a couple of strange ones for the list this morning.   One of
> our
> techs found serveral Task Tickets that were in a status of Staging in
> the
> system.
>
> He was the only tech who could see the tickets in the console window
> even
> though the tasks are assigned only at the group level, so anyone else
in
>
> his group should see them in the console too but don't.  That is
strange
> item one.
>
> Strange item two is that after sucessfully search for the tasks, I
can't
>
> open or search for the parent Change ticket.  Here is the warning
> message I
> am receiveing:
>
> The owner request does not exist yet and cannot be opened. (ARWARN
> 45162)
>
> The preceding message occurred during the execution of active link
> TMS:SHR:OpenRootRequestDoesNotExist -- action 1. (ARNOTE 1101)
>
> My thought is that perhaps the parent change tickets were deleted from
> the
> system.  Does that make sense?  Any other thoughts on this?  Is there
> any sort of audit that takes place for when an item is deleted from
the
> system?
>
> We are running version 7.0.01 patch 006 in a Windows environment with
> SQL 2005.
>
>

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Re: Audit Log for Deleted Tickets

[T. Dee]

I had this happen to - it is due to the fact that someone is blanking
out the "Assignee", but Remedy is not blanking out the hidden Assigned
To field.  Do a report with the Assignee and Assigned To and you will
see the problem.

Hope this helps.

Ty


On 3/12/08, Louis Cobuccio <[EMAIL PROTECTED]> wrote:
> Good morning List,
>
> I've got a couple of strange ones for the list this morning.   One of
> our
> techs found serveral Task Tickets that were in a status of Staging in
> the
> system.
>
> He was the only tech who could see the tickets in the console window
> even
> though the tasks are assigned only at the group level, so anyone else in
>
> his group should see them in the console too but don't.  That is strange
> item one.
>
> Strange item two is that after sucessfully search for the tasks, I can't
>
> open or search for the parent Change ticket.  Here is the warning
> message I
> am receiveing:
>
> The owner request does not exist yet and cannot be opened. (ARWARN
> 45162)
>
> The preceding message occurred during the execution of active link
> TMS:SHR:OpenRootRequestDoesNotExist -- action 1. (ARNOTE 1101)
>
> My thought is that perhaps the parent change tickets were deleted from
> the
> system.  Does that make sense?  Any other thoughts on this?  Is there
> any sort of audit that takes place for when an item is deleted from the
> system?
>
> We are running version 7.0.01 patch 006 in a Windows environment with
> SQL 2005.
>
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Re: DST - Leap Year Issue with Date Only fields

[Evans.Randy]

See what happens if you take your Time Zone off.  The date only fields
store the date as 3/8/2008 12:00 AM.  If we have our time zone (CST), it
make everything an hour off. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michelle L
Sent: Wednesday, March 12, 2008 10:29 AM
To: arslist@ARSLIST.ORG
Subject: DST - Leap Year Issue with Date Only fields

Hey Y'all:

Remedy ARS 6.3 P23 (Server is in Central time zone) Windows 2003 SQL
Server 2000 Admin tool ARS 6.3 P23 User Tool 6.3 P23 and 7.0.1 Patch 005

We're not sure if this issue is DST only related or DST and Leap Year
related.

We discovered an interesting phenomenon when we reviewed records in
various forms with Date fields (not Date/Time).  On March 9, 2008
starting at 3:00 AM and continuing through the remainder of the day, any
Date field set with $DATE$ was set to March 8, 2008.  It didn't matter
what time of day it was.
Date/Time fields were appropriately set to March 9, 2008 and current
time.

We had to update thousands of records in various forms.

Did anyone who is still on Remedy ARS 6.3 experience this?

Thanks,
Michelle



==

Confidentiality Notice: The information contained in and transmitted
with this communication is strictly confidential, is intended only for
the use of the intended recipient, and is the property of Countrywide
Financial Corporation or its affiliates and subsidiaries.  If you are
not the intended recipient, you are hereby notified that any use of the
information contained in or transmitted with the communication or
dissemination, distribution, or copying of this communication is
strictly prohibited by law.  If you have received this communication in
error, please immediately return this communication to the sender and
delete the original message and any copy of it in your possession.

==


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Re: Can't delete a user from CTM:People

[Mary Dollus]

Hi Ty,

It's Delete.

Nope, I just set the status to Delete.  I've never had an issue before with 
this.  I think it has to do with the way the records were entered.

QA server was copied over from the dev server,,, then the User records were 
copied back into the User form... so it looks like there might be some type of 
link missing; but I'm not sure.

Thx...
- Mary

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of T. Dee
Sent: Wednesday, March 12, 2008 10:24 AM
To: arslist@ARSLIST.ORG
Subject: Re: Can't delete a user from CTM:People

Mary - what is the profile status?

Did you manually change the Support Staff field?

Ty


On 3/12/08, Mary Dollus <[EMAIL PROTECTED]> wrote:
> One other thing,
>
> The error also happens if I try to update their email address for instance.  
> I'm going to attempt other updates to see if everything is affected.
>
> Thanks...
> - Mary
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
> PROTECTED] On Behalf Of Mary Dollus
> Sent: Wednesday, March 12, 2008 9:16 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Can't delete a user from CTM:People
>
> Trying a zip file...
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
> PROTECTED] On Behalf Of T. Dee
> Sent: Tuesday, March 11, 2008 9:06 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Can't delete a user from CTM:People
>
> Could I be the licenses or permissions they belong to?  Try removing
> their groups / permissions and try again.
>
>
>
> On Tue, Mar 11, 2008 at 7:43 PM, Mary Dollus
> <[EMAIL PROTECTED]> wrote:
> > **
> >
> >
> > Hi All,
> >
> >
> >
> > I'm trying to delete some users out of the CTM:People form however I keep
> > getting the error ARERR (382) The value(s) for this entry violate a unique
> > index that has been identified for this form.  I ran logs but can't find
> > what it's talking about...  I even tried adding a new record and deleting it
> > (which works).  The records I can't seem to delete were restored from
> > another server.
> >
> >
> >
> > Setting the status to Delete saved okay... it's just when I try to delete 
> > it.
> >
> >
> >
> > I checked the "CTM:SupportGroupFunctionalRole", "CTM:Support Group
> > Association" and there are no entries for the users.
> >
> >
> >
> > They do have entries in CTM:People, CTM:People Permission Groups, and User.
> > If I try to delete the user from any of these forms, I get the unique index
> > error... L
> >
> >
> >
> > Has anyone encountered this?   If so, is there a way to resolve it?  I have
> > over 7k records I need to dump and reload... but I have to delete them 
> > first.
> >
> >
> >
> > Thanks!!!
> >
> > Mary Dollus
> >
> >
> >
> > ARS 7.0.01 patch 005
> >
> > SQL server 2005__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the
> > Answers Are" html___
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