Need help on sending SMS

[Kalyani, Balachandra]

 

Hi All

 

We need help on sending SMS. My client wants to receive a SMS whenever
the priority 1 ticket is raised.

Is there any functionality available in ITSM 7? Or can we use the pager
functionality to configure SMS?

It would be helpful for us if anybody share this functionality.

 

Thanks & Regards

Kalyani

 

 

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Re: DST Problem for Server in EMEA

[AMEY BHOSALE]

Hi Thomas,

Hey thanks.will try out tomorrow on my UAT server and will check
for the changes...will let you once done..

Regards,

Amey Bhosale

On 4/1/08, Thomas Bean <[EMAIL PROTECTED]> wrote:
> **
> Amey,
> Yes, this will most likely be an issue at each DST change until the related
> patches have been applied.
>
> According to BMC, all of the related DST patches (OS, Java, and ARS must be
> applied).  Refer to
> http://documents.bmc.com/supportu/documents/87/90/68790/68790.pdf
> for more detailed information.  In particular, this paragraph from the patch
> documentation sums it up quite nicely:
>
> In addition to any BMC-provided patches, the native operating system and
> third-party application (including application servers, web servers,
> databases, and
> Java) patches for DST must be applied to each system. To find out whether
> patches are needed and how to obtain them, contact the product vendors.
>
> There is also an entire section in the document that lists some of the
> possible problems that will occur if the AR Server and Mid-Tier are not
> patched, such as:
>
> Display of date/time information in a BMC Remedy Mid Tier web client will be
> off by one hour if performed between the "old" DST window and the "new" DST
> window (for example, between March 11 and April 1, 2007, or between October
> 28 and November 4, 2007).
> Functions performed by the mid tier (for example, active links) for web
> clients will be off by one hour if performed between the "old" DST window
> and the "new" DST window.
> Custom Java applications that use the utilities provided by the Java API to
> do date-time calculations will be off by one hour if performed between the
> "old" DST window and the "new" DST window.
>
> So, if you decide to patch only the OS and Java, the results will likely be
> unpredictable at best.  As such, my recommendation to you is to upgrade your
> AR Server and Mid-Tier to at least version 6.3 Patch 21, if at all possible,
> along with any additional patches to the OS, Java, web server, database,
> etc.  It will be a headache to be sure, but it will be a worthwhile effort,
> IMHO.
>
> Kind regards,
>
> Thomas Bean
>
> - Original Message -
> From: "AMEY BHOSALE" <[EMAIL PROTECTED]>
> Newsgroups: gmane.comp.crm.arsystem.general
> To: 
> Sent: Monday, March 31, 2008 5:31 PM
> Subject: Re: DST Problem for Server in EMEA
>
> > Hi Thomas,
> >
> > Thanks for the details...but would like to ask you that our AR System
> > Server will mainly pickup the files from Java and OS for to work it
> > over midtier.So if we directly update the the Java and OS files wont
> > if be possible.
> >
> > And if we dont apply the patch wont it affect the users next
> > time..so there needs to be some solution to overcome this
> > issue.
> >
> > So managing these changes to US DST requires updates to the underlying
> > JVM and OS being used by WLS
> >
> > WebLogicServer <-> Java Virtual Machine <-> OS.
> >
> > Correct me if i am wrong...
> >
> > Let me know your views on this and what can be the best possible solution.
> >
> > Warm regards,
> >
> > Amey Bhosale
> >
> >
> >
> > On 4/1/08, Thomas Bean <[EMAIL PROTECTED]> wrote:
> >> **
> >>
> >> Hello Amey,
> >> This is from
> http://webexhibits.org/daylightsaving/b2.html:
> >>
> >>
> >> When we change our clocks
> >>
> >> Most of the United States begins Daylight Saving Time at 2:00 a.m. on the
> second Sunday in March and reverts to standard time on the first Sunday in
> November. In the U.S., each time zone switches at a different time.
> >>
> >> In the European Union, Summer Time begins and ends at 1:00 a.m. Universal
> Time (Greenwich Mean Time). It begins the last Sunday in March and ends the
> last Sunday in October. In the EU, all time zones change at the same moment.
> >>
> >> So, if the issues just started appearing today, then I would guess that
> it had something to do with the UK-based server switching to DST yesterday
> (March 30th), and the fact that DST would not be in effect in the US until
> April 6 this year, if the pre-2007 DST rules were still in effect (prior to
> 2007, the DST start date in the US was set to the first Sunday in April).
> >>
> >> So, if you don't apply the patch to your server, then I am guessing that
> the issue will probably only affect your users this week.  After April 6,
> I'm guessing everything should be back to normal.
> >>
> >> As for loading only the OS or Java patches, and leaving the AR Server
> unpatched -- this will probably *not* work.  See the earlier message from
> David Easter dated March 12, 2008 under the subject "Re: DST update..." for
> more info (message is attached).
> >>
> >> HTH,
> >>
> >> Thomas Bean
> >>
> >> - Original Message -
> >> From: "Amey Bhosale" <[EMAIL PROTECTED]>
> >> Newsgroups: gmane.comp.crm.arsystem.general
> >> To: 
> >> Sent: Monday, March 31, 2008 3:56 PM
> >> Subject: DST Problem for Server in EMEA
> >>
> >> > Hi All,
> >> >
> >> > 

Re: DST Problem for Server in EMEA

[Thomas Bean]

Amey,
Yes, this will most likely be an issue at each DST change until the related 
patches have been applied.

According to BMC, all of the related DST patches (OS, Java, and ARS must be 
applied).  Refer to 
http://documents.bmc.com/supportu/documents/87/90/68790/68790.pdf for more 
detailed information.  In particular, this paragraph from the patch 
documentation sums it up quite nicely:

  In addition to any BMC-provided patches, the native operating system and
  third-party application (including application servers, web servers, 
databases, and
  Java) patches for DST must be applied to each system. To find out whether
  patches are needed and how to obtain them, contact the product vendors.

There is also an entire section in the document that lists some of the possible 
problems that will occur if the AR Server and Mid-Tier are not patched, such as:

  a.. Display of date/time information in a BMC Remedy Mid Tier web client will 
be off by one hour if performed between the "old" DST window and the "new" DST 
window (for example, between March 11 and April 1, 2007, or between October 28 
and November 4, 2007).
  b.. Functions performed by the mid tier (for example, active links) for web 
clients will be off by one hour if performed between the "old" DST window and 
the "new" DST window.
  c.. Custom Java applications that use the utilities provided by the Java API 
to do date-time calculations will be off by one hour if performed between the 
"old" DST window and the "new" DST window.

So, if you decide to patch only the OS and Java, the results will likely be 
unpredictable at best.  As such, my recommendation to you is to upgrade your AR 
Server and Mid-Tier to at least version 6.3 Patch 21, if at all possible, along 
with any additional patches to the OS, Java, web server, database, etc.  It 
will be a headache to be sure, but it will be a worthwhile effort, IMHO.

Kind regards,

Thomas Bean

- Original Message - 
From: "AMEY BHOSALE" <[EMAIL PROTECTED]>
Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Monday, March 31, 2008 5:31 PM
Subject: Re: DST Problem for Server in EMEA


> Hi Thomas,
> 
> Thanks for the details...but would like to ask you that our AR System
> Server will mainly pickup the files from Java and OS for to work it
> over midtier.So if we directly update the the Java and OS files wont
> if be possible.
> 
> And if we dont apply the patch wont it affect the users next
> time..so there needs to be some solution to overcome this
> issue.
> 
> So managing these changes to US DST requires updates to the underlying
> JVM and OS being used by WLS
> 
> WebLogicServer <-> Java Virtual Machine <-> OS.
> 
> Correct me if i am wrong...
> 
> Let me know your views on this and what can be the best possible solution.
> 
> Warm regards,
> 
> Amey Bhosale
> 
> 
> 
> On 4/1/08, Thomas Bean <[EMAIL PROTECTED]> wrote:
>> **
>>
>> Hello Amey,
>> This is from http://webexhibits.org/daylightsaving/b2.html:
>>
>>
>> When we change our clocks
>>
>> Most of the United States begins Daylight Saving Time at 2:00 a.m. on the 
>> second Sunday in March and reverts to standard time on the first Sunday in 
>> November. In the U.S., each time zone switches at a different time.
>>
>> In the European Union, Summer Time begins and ends at 1:00 a.m. Universal 
>> Time (Greenwich Mean Time). It begins the last Sunday in March and ends the 
>> last Sunday in October. In the EU, all time zones change at the same moment.
>>
>> So, if the issues just started appearing today, then I would guess that it 
>> had something to do with the UK-based server switching to DST yesterday 
>> (March 30th), and the fact that DST would not be in effect in the US until 
>> April 6 this year, if the pre-2007 DST rules were still in effect (prior to 
>> 2007, the DST start date in the US was set to the first Sunday in April).
>>
>> So, if you don't apply the patch to your server, then I am guessing that the 
>> issue will probably only affect your users this week.  After April 6, I'm 
>> guessing everything should be back to normal.
>>
>> As for loading only the OS or Java patches, and leaving the AR Server 
>> unpatched -- this will probably *not* work.  See the earlier message from 
>> David Easter dated March 12, 2008 under the subject "Re: DST update..." for 
>> more info (message is attached).
>>
>> HTH,
>>
>> Thomas Bean
>>
>> - Original Message -
>> From: "Amey Bhosale" <[EMAIL PROTECTED]>
>> Newsgroups: gmane.comp.crm.arsystem.general
>> To: 
>> Sent: Monday, March 31, 2008 3:56 PM
>> Subject: DST Problem for Server in EMEA
>>
>> > Hi All,
>> >
>> >  We are currently working on ARS 6.3 Patch 12 and Midtier 6.3 Patch 13 on 
>> > SunOS 5.8  with a Solaris based server and having a problem with the users 
>> > in North America with the DST (Day Light Saving) changes.As per my 
>> > knowledge DST changes every year and from the year 2007 there has been a 
>> > change where the DST change occur

Re: DST Problem for Server in EMEA

[AMEY BHOSALE]

Hi Thomas,

Thanks for the details...but would like to ask you that our AR System
Server will mainly pickup the files from Java and OS for to work it
over midtier.So if we directly update the the Java and OS files wont
if be possible.

And if we dont apply the patch wont it affect the users next
time..so there needs to be some solution to overcome this
issue.

So managing these changes to US DST requires updates to the underlying
JVM and OS being used by WLS

WebLogicServer <-> Java Virtual Machine <-> OS.

Correct me if i am wrong...

Let me know your views on this and what can be the best possible solution.

Warm regards,

Amey Bhosale



On 4/1/08, Thomas Bean <[EMAIL PROTECTED]> wrote:
> **
>
> Hello Amey,
> This is from http://webexhibits.org/daylightsaving/b2.html:
>
>
> When we change our clocks
>
> Most of the United States begins Daylight Saving Time at 2:00 a.m. on the 
> second Sunday in March and reverts to standard time on the first Sunday in 
> November. In the U.S., each time zone switches at a different time.
>
> In the European Union, Summer Time begins and ends at 1:00 a.m. Universal 
> Time (Greenwich Mean Time). It begins the last Sunday in March and ends the 
> last Sunday in October. In the EU, all time zones change at the same moment.
>
> So, if the issues just started appearing today, then I would guess that it 
> had something to do with the UK-based server switching to DST yesterday 
> (March 30th), and the fact that DST would not be in effect in the US until 
> April 6 this year, if the pre-2007 DST rules were still in effect (prior to 
> 2007, the DST start date in the US was set to the first Sunday in April).
>
> So, if you don't apply the patch to your server, then I am guessing that the 
> issue will probably only affect your users this week.  After April 6, I'm 
> guessing everything should be back to normal.
>
> As for loading only the OS or Java patches, and leaving the AR Server 
> unpatched -- this will probably *not* work.  See the earlier message from 
> David Easter dated March 12, 2008 under the subject "Re: DST update..." for 
> more info (message is attached).
>
> HTH,
>
> Thomas Bean
>
> - Original Message -
> From: "Amey Bhosale" <[EMAIL PROTECTED]>
> Newsgroups: gmane.comp.crm.arsystem.general
> To: 
> Sent: Monday, March 31, 2008 3:56 PM
> Subject: DST Problem for Server in EMEA
>
> > Hi All,
> >
> >  We are currently working on ARS 6.3 Patch 12 and Midtier 6.3 Patch 13 on 
> > SunOS 5.8  with a Solaris based server and having a problem with the users 
> > in North America with the DST (Day Light Saving) changes.As per my 
> > knowledge DST changes every year and from the year 2007 there has been a 
> > change where the DST change occurs second Sunday of March and ends in 
> > November.
> >
> >  We obeserved today that many of our users in North America are having 
> > problem with the Date/Time Field as they seem to have one hour lagging 
> > behind the server time which is in UK (EMEA)
> >
> >  I do know that we have a Patch 21 for this but also heard that instead of 
> > installing Patch we can directly add the Java files into the Java Directory 
> > which will take care of that.
> >
> >  Can someone please help me out on this...as we are having a major issue.
> >
> >
> >  Warm Regards,
> >
> >  Amey Bhosale
> >
> >
> >
> >
> >
> > -
> > Forgot the famous last words? Access your message archive online. Click 
> > here.__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" 
> > html___
>

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Re: DST Problem for Server in EMEA

[Thomas Bean]

Hello Amey,
This is from http://webexhibits.org/daylightsaving/b2.html:

  When we change our clocks

  Most of the United States begins Daylight Saving Time at 2:00 a.m. on the 
second Sunday in March and reverts to standard time on the first Sunday in 
November. In the U.S., each time zone switches at a different time.

  In the European Union, Summer Time begins and ends at 1:00 a.m. Universal 
Time (Greenwich Mean Time). It begins the last Sunday in March and ends the 
last Sunday in October. In the EU, all time zones change at the same moment.

So, if the issues just started appearing today, then I would guess that it had 
something to do with the UK-based server switching to DST yesterday (March 
30th), and the fact that DST would not be in effect in the US until April 6 
this year, if the pre-2007 DST rules were still in effect (prior to 2007, the 
DST start date in the US was set to the first Sunday in April).

So, if you don't apply the patch to your server, then I am guessing that the 
issue will probably only affect your users this week.  After April 6, I'm 
guessing everything should be back to normal.

As for loading only the OS or Java patches, and leaving the AR Server unpatched 
-- this will probably *not* work.  See the earlier message from David Easter 
dated March 12, 2008 under the subject "Re: DST update..." for more info 
(message is attached).

HTH,

Thomas Bean

- Original Message - 
From: "Amey Bhosale" <[EMAIL PROTECTED]>
Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Monday, March 31, 2008 3:56 PM
Subject: DST Problem for Server in EMEA


> Hi All,
>   
>  We are currently working on ARS 6.3 Patch 12 and Midtier 6.3 Patch 13 on 
> SunOS 5.8  with a Solaris based server and having a problem with the users in 
> North America with the DST (Day Light Saving) changes.As per my knowledge DST 
> changes every year and from the year 2007 there has been a change where the 
> DST change occurs second Sunday of March and ends in November.
>   
>  We obeserved today that many of our users in North America are having 
> problem with the Date/Time Field as they seem to have one hour lagging behind 
> the server time which is in UK (EMEA)
>   
>  I do know that we have a Patch 21 for this but also heard that instead of 
> installing Patch we can directly add the Java files into the Java Directory 
> which will take care of that.
>   
>  Can someone please help me out on this...as we are having a major issue.
>   
>   
>  Warm Regards,
>   
>  Amey Bhosale
>   
>   
>   
> 
>   
> -
> Forgot the famous last words? Access your message archive online. Click here.

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Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"From: "Easter, David" <[EMAIL PROTECTED]>
To: 
Subject: Re: DST update...
Date: Wednesday, March 12, 2008 12:19 PM

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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disclosing, copying, or transmitting this message. __Plati

Re: ARS 7.1 Flashboards - "Failed to create object - Extension View"

[sumeetdas]

Yes. I have Java 1.6 running on my desktop which has the admin tool.

is there any way to turn on logging and see the backend steps
happening when the ADmin tool is trying to open the flashborad
object ?

On Mar 31, 5:33 pm, "Grooms, Frederick W" <[EMAIL PROTECTED]>
wrote:
> Do you have the correct Java loaded on the machine you are running the
> Admin tool on?
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
>
> [mailto:[EMAIL PROTECTED] On Behalf Of sumeetdas
> Sent: Monday, March 31, 2008 4:25 PM
> To: [EMAIL PROTECTED]
> Subject: ARS 7.1 Flashboards - "Failed to create object - Extension
> View"
>
> Hi listers,
>
> I have ARS 7.1 running on AIX 5.3 with Oracle 10g R2 as the database.
> I have not installed any other module on this AR server.
>
> whenever I try open a Falshboard in the Remedy Admin tool [7.1] I get
> the error "Failed to create object - Extension View". Upon dismissing
> this message, I just a blank white screen in the admin tool.
>
> I am howver able to open and modify Flash board Variables.
>
> any help towards fixing this would help.
>
> Regards,
> Sumeet Das
>
> ___­
> UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
> Platinum Sponsor:www.rmsportal.comARSlist: "Where the Answers Are"- Hide 
> quoted text -
>
> - Show quoted text -

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Re: ARS 7.1 Flashboards - "Failed to create object - Extension View"

[Grooms, Frederick W]

Do you have the correct Java loaded on the machine you are running the
Admin tool on? 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of sumeetdas
Sent: Monday, March 31, 2008 4:25 PM
To: arslist@ARSLIST.ORG
Subject: ARS 7.1 Flashboards - "Failed to create object - Extension
View"

Hi listers,

I have ARS 7.1 running on AIX 5.3 with Oracle 10g R2 as the database.
I have not installed any other module on this AR server.

whenever I try open a Falshboard in the Remedy Admin tool [7.1] I get
the error "Failed to create object - Extension View". Upon dismissing
this message, I just a blank white screen in the admin tool.

I am howver able to open and modify Flash board Variables.

any help towards fixing this would help.

Regards,
Sumeet Das

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ARS 7.1 Flashboards - "Failed to create object - Extension View"

[sumeetdas]

Hi listers,

I have ARS 7.1 running on AIX 5.3 with Oracle 10g R2 as the database.
I have not installed any other module on this AR server.

whenever I try open a Falshboard in the Remedy Admin tool [7.1] I get
the error "Failed to create object - Extension View". Upon dismissing
this message, I just a blank white screen in the admin tool.

I am howver able to open and modify Flash board Variables.

any help towards fixing this would help.

Regards,
Sumeet Das

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DST Problem for Server in EMEA

[Amey Bhosale]

Hi All,
   
  We are currently working on ARS 6.3 Patch 12 and Midtier 6.3 Patch 13 on 
SunOS 5.8  with a Solaris based server and having a problem with the users in 
North America with the DST (Day Light Saving) changes.As per my knowledge DST 
changes every year and from the year 2007 there has been a change where the DST 
change occurs second Sunday of March and ends in November.
   
  We obeserved today that many of our users in North America are having problem 
with the Date/Time Field as they seem to have one hour lagging behind the 
server time which is in UK (EMEA)
   
  I do know that we have a Patch 21 for this but also heard that instead of 
installing Patch we can directly add the Java files into the Java Directory 
which will take care of that.
   
  Can someone please help me out on this...as we are having a major issue.
   
   
  Warm Regards,
   
  Amey Bhosale
   
   
   

   
-
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Re: Auto Refresh

[Shellman, David]

Unless behavior has changed autorefresh can lock a floating license to an 
individual effectively making it a fixed license.

Back in the old days folks would set up a search and turn on autorefresh.  They 
would go to meetings or go home and the client would do what it was supposed to 
do.  Refresh that query.  The person would hold on to the floating license 
until they would close the client which sometimes was weeks.

We have disabled autorefresh capability on any form.  
Dave
-
[EMAIL PROTECTED]
(Wireless)

- Original Message -
From: Action Request System discussion list(ARSList) 
To: arslist@ARSLIST.ORG 
Sent: Mon Mar 31 15:59:34 2008
Subject: Re: Auto Refresh

AR System 7.1.00 also added a Table Refresh on Interval capability on
the web.

Table refresh on interval

For all tables (including results lists) in forms on the web, users can
set the interval at which the table automatically refreshes (in
minutes). Valid values are 0-99.

An Auto Refresh option appears as part of the table's Preferences menu
and in the context (right-click) menu. The interval must be a positive
numeric integer. If the interval is 0, no automatic refresh will occur.
If a preference server is specified, the refresh interval will be saved
as a table preference so that it can be restored the next time users
open the same form.

This feature is not implemented in BMC Remedy User. You can only refresh
the results list at specified intervals. (Choose View > Auto Refresh to
make set the interval.)

http://documents.bmc.com/supportu/documents/17/53/71753/71753.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.
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of sucheta lakhe
Sent: Monday, March 31, 2008 9:44 AM
To: arslist@ARSLIST.ORG
Subject: Auto Refresh

Hi all, 

I have 2 table fields on Console which needs to be auto refreshed after
8 to 10 min. 
How to do this?


 


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Re: Auto Refresh

[Easter, David]

AR System 7.1.00 also added a Table Refresh on Interval capability on
the web.

Table refresh on interval

For all tables (including results lists) in forms on the web, users can
set the interval at which the table automatically refreshes (in
minutes). Valid values are 0-99.

An Auto Refresh option appears as part of the table's Preferences menu
and in the context (right-click) menu. The interval must be a positive
numeric integer. If the interval is 0, no automatic refresh will occur.
If a preference server is specified, the refresh interval will be saved
as a table preference so that it can be restored the next time users
open the same form.

This feature is not implemented in BMC Remedy User. You can only refresh
the results list at specified intervals. (Choose View > Auto Refresh to
make set the interval.)

http://documents.bmc.com/supportu/documents/17/53/71753/71753.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.
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of sucheta lakhe
Sent: Monday, March 31, 2008 9:44 AM
To: arslist@ARSLIST.ORG
Subject: Auto Refresh

Hi all, 

I have 2 table fields on Console which needs to be auto refreshed after
8 to 10 min. 
How to do this?


 


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AR Perl Plugin Example

[Kevin Thornley]

All

Does anyone have a sample Perl code that I could share that uses the
plugin that would telnet to a remote server execute a command an output
the results back into the array ?

Thanks
Kevin

PS. I'm using the following setup.

Solaris 10
ARS 6.3

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Re: Data Import clipping phone numbers SOLVED

[Brian Goralczyk]

Not a problem.  Glad the problem is solved.  I know that I even forget about
my own filters on import if it has been any time because I use the so
rarely.

On Mon, Mar 31, 2008 at 2:10 PM, Dwayne Martin <[EMAIL PROTECTED]> wrote:

> Thank you, Brian!
>
> I should have thot of that, but someone else had created the filter long
> ago and I didn't even know it was there.
>
> Thanks again,
> Dwayne
>
>  Original message 
> >Date: Mon, 31 Mar 2008 13:41:58 -0500
> >From: Brian Goralczyk <[EMAIL PROTECTED]>
> >Subject: Re: Data Import clipping phone numbers
> >To: arslist@ARSLIST.ORG
> >
> >   **
> >   Dwayne,
> >
> >   First and foremost, do you have any filters firing
> >   on Import?
> >   Brian
> >   On Mon, Mar 31, 2008 at 1:29 PM, Dwayne Martin
> >   <[EMAIL PROTECTED]> wrote:
> >
> > Hello Everyone,
> >
> > We are a university and import our entire
> > staff/student base into a "GN:CustomerInfo" form.
> >  On this form are three phone numbers: Local
> > Phone, Home Phone, and Cell Phone.  The data
> > format for all three phone numbers is
> > "123/456-7890."  All are on the form as Char
> > fields, with Input Length of 255.
> >
> > But the Local Phone is getting cut off just before
> > the "-", so instead of "123/456-7890" we are only
> > getting "-7890."  Local Phone and Home Phone are
> > adjacent in the import file.  If we switch places,
> > Local Phone still gets clipped.  This suggests
> > that the problem is in the field definition, not
> > the import file.
> >
> > There no problem entering the correct data
> > manually.
> >
> > We get the same results whether we import from the
> > Import tool or the Linux command line.
> >
> > Any suggestions?
> >
> > (ARS 7.1, RH Linux server, Oracle 9.2 db)
> > Dwayne Martin
> > James Madison University
> >
> >   __Platinum Sponsor: www.rmsportal.com ARSlist:
> >   "Where the Answers Are" html___
>
>
> ___
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Re: Data Import clipping phone numbers

[Phil Murnane]

I see you're on *nix -- any chance the slash in the phone numb
Dwayne:

I see you're on *nix -- any chance the slash in the phone number is being 
interpreted as an escape character?

Just a Thought,
--Phil


- Original Message 
From: Dwayne Martin <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, March 31, 2008 2:29:43 PM
Subject: Data Import clipping phone numbers

Hello Everyone,

We are a university and import our entire staff/student base into a 
“GN:CustomerInfo” form.  On this form are three phone numbers: Local Phone, 
Home Phone, and Cell Phone.  The data format for all three phone numbers is 
“123/456-7890.”  All are on the form as Char fields, with Input Length of 255.

But the Local Phone is getting cut off just before the “-“, so instead of 
“123/456-7890” we are only getting “-7890.”  Local Phone and Home Phone are 
adjacent in the import file.  If we switch places, Local Phone still gets 
clipped.  This suggests that the problem is in the field definition, not the 
import file.  

There no problem entering the correct data manually. 

We get the same results whether we import from the Import tool or the Linux 
command line.

Any suggestions?

(ARS 7.1, RH Linux server, Oracle 9.2 db)

Dwayne Martin
James Madison University


  

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Re: ITSM 7 Requester processing

[Foy, Nathan]

That was an option.  However, we decided on sending these incoming emails to 
the Requester so that routing can be either Incident or Change, depending on 
the type of request coming in, and the SLA's would not be applicable until the 
actual INC or CHG was created.  Basically, we would use the Requester Console 
as the clearinghouse for these generic emails.


Nathan Foy
Senior Remedy Administrator

The ServiceMaster Company, Inc
889 Ridge Lake Blvd, C2-1150
Memphis, TN 38120
Tel: (901) 597-7744
Fax: (901) 597-9995


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Tony Worthington
Sent: Monday, March 31, 2008 1:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7 Requester processing

**
Nathan -

Wouldn't it be more stratighforward (if you're looking for an INC) to submit 
into the HPD:IncidentInterface_Create form?  This will ensure that all the 
back-end data is populated/created correctly.  That will also allow you to 
assign the INC to the "routing" group, and have the request generated for 
visibility on the Requester Console.

(p14 ITSM7 Integrations White Paper)

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

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

03/31/2008 01:53 PM
Please respond to
arslist@ARSLIST.ORG


To

arslist@ARSLIST.ORG

cc



Subject

ITSM 7 Requester processing










**
We are wanting SRM:Request (Requester Console) to receive incoming "dumb" 
emails that our helpdesk who will then route to the appropriate group.  
Currently, the incoming request is created, it remains in an In Process status, 
and shows an error in the App Event Status field on the Change/Incident Data 
tab.  All as expected.

My question is...can this request (data) be modified in such a way to continue 
the processing in Requester, basically fixing the error and creating either a 
Change or Incident?  If there isn't anything in place then I know I can build 
something custom to handle it...but wanted to check and see if anyone knew of 
OOB workflow that handles errors in Requester first.  From what I can tell so 
far the error stops everything.  You must first correct the 
summary/auto-assignment/categorization configuration and resubmit a new 
request.  What we need is a method to handle the request that has error'd, 
pushing it on through.

Am I missing something?

Thanks in advance,

Nathan Foy
Senior Remedy Administrator

The ServiceMaster Company, Inc
889 Ridge Lake Blvd, C2-1150
Memphis, TN 38120




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the intended recipient, or if you received this message in error, then
any direct or indirect disclosure, distribution or copying of this
message is strictly prohibited. If you have received this message in
error, please notify the ServiceMaster Help Desk immediately by calling
(866) 597-4321 and by sending a return e-mail; delete this message; and
destroy all copies, including attachments.

Thank you.

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is confidential information that may be privileged and exempt from
disclosure under applicable law. If the reader of this message is not
the intended recipient, or if you received this message in error, then
any direct or indirect disclosure, distribution or copying of this
message is strictly prohibited. If you have received this message in
error, please notify the ServiceMaster Help Desk immediately by calling
(866) 597-4321 and by sending a return e-mail; delete this message; and
destroy all copies, including attachments. 

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Re: Data Import clipping phone numbers SOLVED

[Dwayne Martin]

Thank you, Brian!

I should have thot of that, but someone else had created the filter long ago 
and I didn't even know it was there.

Thanks again,
Dwayne

 Original message 
>Date: Mon, 31 Mar 2008 13:41:58 -0500
>From: Brian Goralczyk <[EMAIL PROTECTED]>  
>Subject: Re: Data Import clipping phone numbers  
>To: arslist@ARSLIST.ORG
>
>   **
>   Dwayne,
>
>   First and foremost, do you have any filters firing
>   on Import?
>   Brian
>   On Mon, Mar 31, 2008 at 1:29 PM, Dwayne Martin
>   <[EMAIL PROTECTED]> wrote:
>
> Hello Everyone,
>
> We are a university and import our entire
> staff/student base into a "GN:CustomerInfo" form.
>  On this form are three phone numbers: Local
> Phone, Home Phone, and Cell Phone.  The data
> format for all three phone numbers is
> "123/456-7890."  All are on the form as Char
> fields, with Input Length of 255.
>
> But the Local Phone is getting cut off just before
> the "-", so instead of "123/456-7890" we are only
> getting "-7890."  Local Phone and Home Phone are
> adjacent in the import file.  If we switch places,
> Local Phone still gets clipped.  This suggests
> that the problem is in the field definition, not
> the import file.
>
> There no problem entering the correct data
> manually.
>
> We get the same results whether we import from the
> Import tool or the Linux command line.
>
> Any suggestions?
>
> (ARS 7.1, RH Linux server, Oracle 9.2 db)
> Dwayne Martin
> James Madison University
>
>   __Platinum Sponsor: www.rmsportal.com ARSlist:
>   "Where the Answers Are" html___

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Re: Help with Change Management

[Katherine Hoffner]

I am not really well versed with this product.  Of Course huh.  Someone who
doesnt know anything.

On 3/31/08, T. Dee <[EMAIL PROTECTED]> wrote:
>
> Have you checked the Approval Process Configuration and Approval Mappings.
>
> Ty
>
>
> On 3/31/08, Katherine Hoffner <[EMAIL PROTECTED]> wrote:
> > ** This is with all the NEW changes.
> >
> >
> > On 3/31/08, T. Dee <[EMAIL PROTECTED]> wrote:
> > >
> > > Is this with "current" Changes or NEW Changes?
> > >
> > > Ty
> > >
> > >
> > > On 3/31/08, Katherine Hoffner <[EMAIL PROTECTED]> wrote:
> > > > **
> > > > Hi all,
> > > >
> > > > I have a problem with my change requests.  One of our managers left
> and
> > his
> > > > name was deleted from the system.  I am not sure if this had
> anything to
> > do
> > > > with the issue but it did happen after his removal.  Anyway we have
> a
> > new
> > > > manager and I added her to the all Approvals list.  Our CTI'S are
> set up
> > as
> > > > ALL.  We do not have individual approval for different CTI's
> everything
> > is
> > > > approved by 4 people.  Anyway I cannot get the approvers up to the
> > current
> > > > signatures line under the Approvals tab on the change request so
> none of
> > my
> > > > approvers can actually sign off the change request.  All of my
> change
> > > > requests are staying in the pending approval state.
> > > >
> > > > Running ARS 6.3
> > > >
> > > >
> > > > --
> > > > Katherine __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the
> > Answers
> > > > Are" html___
> > >
> > >
> >
> ___
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> > >
> >
> >
> >
> > --
> > Katherine __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the
> Answers
> > Are" html___
>
>
> ___
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>



-- 
Katherine

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Re: ITSM 7 Requester processing

[Tony Worthington]

Nathan -

Wouldn't it be more stratighforward (if you're looking for an INC) to 
submit into the HPD:IncidentInterface_Create form?  This will ensure that 
all the back-end data is populated/created correctly.  That will also 
allow you to assign the INC to the "routing" group, and have the request 
generated for visibility on the Requester Console.

(p14 ITSM7 Integrations White Paper)

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



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

03/31/2008 01:53 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
ITSM 7 Requester processing






** 
We are wanting SRM:Request (Requester Console) to receive incoming ?dumb? 
emails that our helpdesk who will then route to the appropriate group. 
Currently, the incoming request is created, it remains in an In Process 
status, and shows an error in the App Event Status field on the 
Change/Incident Data tab.  All as expected. 
 
My question is?can this request (data) be modified in such a way to 
continue the processing in Requester, basically fixing the error and 
creating either a Change or Incident?  If there isn?t anything in place 
then I know I can build something custom to handle it?but wanted to check 
and see if anyone knew of OOB workflow that handles errors in Requester 
first.  From what I can tell so far the error stops everything.  You must 
first correct the summary/auto-assignment/categorization configuration and 
resubmit a new request.  What we need is a method to handle the request 
that has error?d, pushing it on through.
 
Am I missing something?
 
Thanks in advance,
 
Nathan Foy
Senior Remedy Administrator
 
The ServiceMaster Company, Inc
889 Ridge Lake Blvd, C2-1150
Memphis, TN 38120
 
 
 
 
CONFIDENTIALITY NOTICE: 
The information contained in this e-mail, including any attachment(s),
is confidential information that may be privileged and exempt from
disclosure under applicable law. If the reader of this message is not
the intended recipient, or if you received this message in error, then
any direct or indirect disclosure, distribution or copying of this
message is strictly prohibited. If you have received this message in
error, please notify the ServiceMaster Help Desk immediately by calling
(866) 597-4321 and by sending a return e-mail; delete this message; and
destroy all copies, including attachments. 

Thank you.

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

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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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time
without any further consent.

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Re: ITSM 7 Requester processing

[Roger Justice]

Sine you cannot determine what is wrong you need to use the Service Request 
Coordinator Console to fix the error. With the error fixed the process will 
continue.


-Original Message-
From: Foy, Nathan <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Mon, 31 Mar 2008 2:53 pm
Subject: ITSM 7 Requester processing


** 
We are wanting SRM:Request (Requester Console) to receive incoming “dumb” 
emails that our helpdesk who will then route to the appropriate group.  
Currently, the incoming request is created, it remains in an In Process status, 
and shows an error in the App Event Status field on the Change/Incident Data 
tab.  All as expected.  

 

My question is…can this request (data) be modified in such a way to continue 
the processing in Requester, basically fixing the error and creating either a 
Change or Incident?  If there isn’t anything in place then I know I can build 
something custom to handle it…but wanted to check and see if anyone knew of OOB 
workflow that handles errors in Requester first.  From what I can tell so far 
the error stops everything.  You must first correct the 
summary/auto-assignment/categorization configuration and resubmit a new 
request.  What we need is a method to handle the request that has error’d, 
pushing it on through.

 

Am I missing something?

 

Thanks in advance,

 

Nathan Foy

Senior Remedy Administrator

 

The ServiceMaster Company, Inc

889 Ridge Lake Blvd, C2-1150

Memphis, TN 38120

 

 

 

 

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he information contained in this e-mail, including any attachment(s),
s confidential information that may be privileged and exempt from
isclosure under applicable law. If the reader of this message is not
he intended recipient, or if you received this message in error, then
ny direct or indirect disclosure, distribution or copying of this
essage is strictly prohibited. If you have received this message in
rror, please notify the ServiceMaster Help Desk immediately by calling
866) 597-4321 and by sending a return e-mail; delete this message; and
estroy all copies, including attachments. 
Thank you.
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ITSM 7 Requester processing

[Foy, Nathan]

We are wanting SRM:Request (Requester Console) to receive incoming "dumb" 
emails that our helpdesk who will then route to the appropriate group.  
Currently, the incoming request is created, it remains in an In Process status, 
and shows an error in the App Event Status field on the Change/Incident Data 
tab.  All as expected.

My question is...can this request (data) be modified in such a way to continue 
the processing in Requester, basically fixing the error and creating either a 
Change or Incident?  If there isn't anything in place then I know I can build 
something custom to handle it...but wanted to check and see if anyone knew of 
OOB workflow that handles errors in Requester first.  From what I can tell so 
far the error stops everything.  You must first correct the 
summary/auto-assignment/categorization configuration and resubmit a new 
request.  What we need is a method to handle the request that has error'd, 
pushing it on through.

Am I missing something?

Thanks in advance,

Nathan Foy
Senior Remedy Administrator

The ServiceMaster Company, Inc
889 Ridge Lake Blvd, C2-1150
Memphis, TN 38120




CONFIDENTIALITY NOTICE: 
The information contained in this e-mail, including any attachment(s),
is confidential information that may be privileged and exempt from
disclosure under applicable law. If the reader of this message is not
the intended recipient, or if you received this message in error, then
any direct or indirect disclosure, distribution or copying of this
message is strictly prohibited. If you have received this message in
error, please notify the ServiceMaster Help Desk immediately by calling
(866) 597-4321 and by sending a return e-mail; delete this message; and
destroy all copies, including attachments. 

Thank you.

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Re: Data Import clipping phone numbers

[Brian Goralczyk]

Dwayne,

First and foremost, do you have any filters firing on Import?
Brian
On Mon, Mar 31, 2008 at 1:29 PM, Dwayne Martin <[EMAIL PROTECTED]> wrote:

> Hello Everyone,
>
> We are a university and import our entire staff/student base into a
> "GN:CustomerInfo" form.  On this form are three phone numbers: Local Phone,
> Home Phone, and Cell Phone.  The data format for all three phone numbers is
> "123/456-7890."  All are on the form as Char fields, with Input Length of
> 255.
>
> But the Local Phone is getting cut off just before the "-", so instead of
> "123/456-7890" we are only getting "-7890."  Local Phone and Home Phone are
> adjacent in the import file.  If we switch places, Local Phone still gets
> clipped.  This suggests that the problem is in the field definition, not the
> import file.
>
> There no problem entering the correct data manually.
>
> We get the same results whether we import from the Import tool or the
> Linux command line.
>
> Any suggestions?
>
> (ARS 7.1, RH Linux server, Oracle 9.2 db)
>
> Dwayne Martin
> James Madison University
>

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Data Import clipping phone numbers

[Dwayne Martin]

Hello Everyone,

We are a university and import our entire staff/student base into a 
“GN:CustomerInfo” form.  On this form are three phone numbers: Local Phone, 
Home Phone, and Cell Phone.  The data format for all three phone numbers is 
“123/456-7890.”  All are on the form as Char fields, with Input Length of 255.

But the Local Phone is getting cut off just before the “-“, so instead of 
“123/456-7890” we are only getting “-7890.”  Local Phone and Home Phone are 
adjacent in the import file.  If we switch places, Local Phone still gets 
clipped.  This suggests that the problem is in the field definition, not the 
import file.  

There no problem entering the correct data manually. 

We get the same results whether we import from the Import tool or the Linux 
command line.

Any suggestions?

(ARS 7.1, RH Linux server, Oracle 9.2 db)

Dwayne Martin
James Madison University

Re: Help with Change Management

[T. Dee]

Have you checked the Approval Process Configuration and Approval Mappings.

Ty


On 3/31/08, Katherine Hoffner <[EMAIL PROTECTED]> wrote:
> ** This is with all the NEW changes.
>
>
> On 3/31/08, T. Dee <[EMAIL PROTECTED]> wrote:
> >
> > Is this with "current" Changes or NEW Changes?
> >
> > Ty
> >
> >
> > On 3/31/08, Katherine Hoffner <[EMAIL PROTECTED]> wrote:
> > > **
> > > Hi all,
> > >
> > > I have a problem with my change requests.  One of our managers left and
> his
> > > name was deleted from the system.  I am not sure if this had anything to
> do
> > > with the issue but it did happen after his removal.  Anyway we have a
> new
> > > manager and I added her to the all Approvals list.  Our CTI'S are set up
> as
> > > ALL.  We do not have individual approval for different CTI's everything
> is
> > > approved by 4 people.  Anyway I cannot get the approvers up to the
> current
> > > signatures line under the Approvals tab on the change request so none of
> my
> > > approvers can actually sign off the change request.  All of my change
> > > requests are staying in the pending approval state.
> > >
> > > Running ARS 6.3
> > >
> > >
> > > --
> > > Katherine __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"
> >
>
>
>
> --
> Katherine __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers
> Are" html___

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Re: Remedy Tables in the Oracle SYSTEM Tablespace

[Frank Caruso]

I would agree that all of the data needed for Remedy would be in the
ARSystem table space. The times I have exported and imported that
table space (setting up a replicate or development database) I've
never gone back to collect anything from any other table spaces.

Frank

On Mon, Mar 31, 2008 at 11:54 AM, Brian Goralczyk <[EMAIL PROTECTED]> wrote:
> **
> To the best of my knowledge, all the data is stored in the ARADMIN (or what
> ever user you use if you changed it) table space.  I don't believe ARADMIN
> does anything in any other table space.  Hence why you only need the DBA
> user ID during install and they can change the password afterwards.
>
> But I am only 95% sure.
>
>
>
> On Mon, Mar 31, 2008 at 10:38 AM, Scott Philben <[EMAIL PROTECTED]> wrote:
>
> > All:
> >
> > I am getting a question here about whether any Remedy (6.3 patch 23)
> tables are placed in the SYSTEM table on Oracle (9i). I guess we need to
> account for them during backup or failover or something.
> >
> > Anyone know if any tables end up there? Thanks.
> >
> > -scott philben
> >
> >
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Re: Approvals

[T. Dee]

I don't believe you can "skip" states as this will affec the approval process.

Ty


On 3/31/08, Don Simmons <[EMAIL PROTECTED]> wrote:
> **
> Yes.  I made sure the configuration process was correct and then added the
> mappings.  The approvers are members of the support group and have the
> correct functional role as approvers for the group.
>
> > Date: Mon, 31 Mar 2008 13:58:46 -0400
> > From: [EMAIL PROTECTED]
> > Subject: Re: Approvals
> > To: arslist@ARSLIST.ORG
>
> >
> > Do you have entries in both Approver Mappings and Approval Process
> > Configuration?
> >
> > Ty
> >
> >
> > On 3/31/08, Don Simmons <[EMAIL PROTECTED]> wrote:
> > > **
> > > We are on ITSM 7 patch 6 in a windows environment. If we create a change
> > > and save it in Request For Authorization they Approval Engine can not
> find
> > > the approvers. If we save it to draft first and then move it to Request
> For
> > > Authorizaiton it finds the approvers just fine. Does any know why this
> > > behavior occurs?
> > > 
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> >
> >
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> 
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Re: Approvals

[Don Simmons]

Yes.  I made sure the configuration process was correct and then added the 
mappings.  The approvers are members of the support group and have the correct 
functional role as approvers for the group.> Date: Mon, 31 Mar 2008 13:58:46 
-0400> From: [EMAIL PROTECTED]> Subject: Re: Approvals> To: 
arslist@ARSLIST.ORG> > Do you have entries in both Approver Mappings and 
Approval Process> Configuration?> > Ty> > > On 3/31/08, Don Simmons <[EMAIL 
PROTECTED]> wrote:> > **> > We are on ITSM 7 patch 6 in a windows environment. 
If we create a change> > and save it in Request For Authorization they Approval 
Engine can not find> > the approvers. If we save it to draft first and then 
move it to Request For> > Authorizaiton it finds the approvers just fine. Does 
any know why this> > behavior occurs?> > > > 
Test your Star IQ Play now!__Platinum Sponsor: www.rmsportal.com ARSlist:> > 
"Where the Answers Are" html___> > 
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Re: Help with Change Management

[Katherine Hoffner]

This is with all the NEW changes.

On 3/31/08, T. Dee <[EMAIL PROTECTED]> wrote:
>
> Is this with "current" Changes or NEW Changes?
>
> Ty
>
>
> On 3/31/08, Katherine Hoffner <[EMAIL PROTECTED]> wrote:
> > **
> > Hi all,
> >
> > I have a problem with my change requests.  One of our managers left and
> his
> > name was deleted from the system.  I am not sure if this had anything to
> do
> > with the issue but it did happen after his removal.  Anyway we have a
> new
> > manager and I added her to the all Approvals list.  Our CTI'S are set up
> as
> > ALL.  We do not have individual approval for different CTI's everything
> is
> > approved by 4 people.  Anyway I cannot get the approvers up to the
> current
> > signatures line under the Approvals tab on the change request so none of
> my
> > approvers can actually sign off the change request.  All of my change
> > requests are staying in the pending approval state.
> >
> > Running ARS 6.3
> >
> >
> > --
> > Katherine __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the
> Answers
> > Are" html___
>
>
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>



-- 
Katherine

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Re: Approvals

[T. Dee]

Do you have entries in both Approver Mappings and Approval Process
Configuration?

Ty


On 3/31/08, Don Simmons <[EMAIL PROTECTED]> wrote:
> **
> We are on ITSM 7 patch 6 in a windows environment.  If we create a change
> and save it in Request For Authorization they Approval Engine can not find
> the approvers.  If we save it to draft first and then move it to Request For
> Authorizaiton it finds the approvers just fine.  Does any know why this
> behavior occurs?
> 
> Test your Star IQ Play now!__Platinum Sponsor: www.rmsportal.com ARSlist:
> "Where the Answers Are" html___

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Re: Help with Change Management

[T. Dee]

Is this with "current" Changes or NEW Changes?

Ty


On 3/31/08, Katherine Hoffner <[EMAIL PROTECTED]> wrote:
> **
> Hi all,
>
> I have a problem with my change requests.  One of our managers left and his
> name was deleted from the system.  I am not sure if this had anything to do
> with the issue but it did happen after his removal.  Anyway we have a new
> manager and I added her to the all Approvals list.  Our CTI'S are set up as
> ALL.  We do not have individual approval for different CTI's everything is
> approved by 4 people.  Anyway I cannot get the approvers up to the current
> signatures line under the Approvals tab on the change request so none of my
> approvers can actually sign off the change request.  All of my change
> requests are staying in the pending approval state.
>
> Running ARS 6.3
>
>
> --
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> Are" html___

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Change Management Documentation

[Brian Goralczyk]

I am trying to be lazy here.  Or time efficient if you prefer.

Does anyone have a document of all the required configation items for Change
Management 7?  I need something that I can give to the stake holders.
Anything would help shave some time off this request for me.

TIA,

Brian Goralczyk

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Help with Change Management

[Katherine Hoffner]

Hi all,

I have a problem with my change requests.  One of our managers left and his
name was deleted from the system.  I am not sure if this had anything to do
with the issue but it did happen after his removal.  Anyway we have a new
manager and I added her to the all Approvals list.  Our CTI'S are set up as
ALL.  We do not have individual approval for different CTI's everything is
approved by 4 people.  Anyway I cannot get the approvers up to the current
signatures line under the Approvals tab on the change request so none of my
approvers can actually sign off the change request.  All of my change
requests are staying in the pending approval state.

Running ARS 6.3


-- 
Katherine

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Re: 7.1 AR user Client - 6.3 Server - Quick Question?

[Rick Cook]

That's right - I remember this now.  It had to do with having a version of
CR that was compatible with both the AR Server and the UT.  Good catch, Ben.

Rick

On Mon, Mar 31, 2008 at 9:37 AM, Benedetto Cantatore <
[EMAIL PROTECTED]> wrote:

> ** The only issue I ever saw, was running Crystal reports... and those
> issues were limited to inidividual users.  Mostly it works just fine.
>
> >>> [EMAIL PROTECTED] 03/31/08 12:26 PM >>>
> Hi All,
>
> I am trying to access my 6.3 server using my 7.1 AR user client(Not
> Admin).We are having our helpdesk in 6.3 server and our new service
> desk in 7.1. For time being we want to access the both system. Is that
> any problem accessing the forms and objects like this? I tried to
> login and make the updation. I didn;t get any error and it is working
> fine for me. Anyway just want to ask the experience from others.
> Please let me know issues regarding this.
>
> Thanks,
> Meenakshinathan
>
>
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Re: Auto Refresh

[Reiser, John J]

Create an Active Link that executes on "Interval" and set the interval
time to 600 seconds from the selection field.
The action would be two Change Fields actions that perform refreshes on
your table fields.
That is the basic workflow needed.

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

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of sucheta lakhe
Sent: Monday, March 31, 2008 12:44 PM
To: arslist@ARSLIST.ORG
Subject: Auto Refresh

Hi all, 

I have 2 table fields on Console which needs to be auto refreshed after
8 to 10 min. 
How to do this?


 


You rock. That's why Blockbuster's offering you one month of Blockbuster
Total Access, No Cost.  
http://tc.deals.yahoo.com/tc/blockbuster/text5.com


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Re: 7.1 AR user Client - 6.3 Server - Quick Question?

[Rick Cook]

That's right - I remember this now.  It had to do with having a version of
CR that was compatible with both the AR Server and the UT.  Good catch, Ben.

Rick

On Mon, Mar 31, 2008 at 9:37 AM, Benedetto Cantatore <
[EMAIL PROTECTED]> wrote:

> ** The only issue I ever saw, was running Crystal reports... and those
> issues were limited to inidividual users.  Mostly it works just fine.
>
> >>> [EMAIL PROTECTED] 03/31/08 12:26 PM >>>
> Hi All,
>
> I am trying to access my 6.3 server using my 7.1 AR user client(Not
> Admin).We are having our helpdesk in 6.3 server and our new service
> desk in 7.1. For time being we want to access the both system. Is that
> any problem accessing the forms and objects like this? I tried to
> login and make the updation. I didn;t get any error and it is working
> fine for me. Anyway just want to ask the experience from others.
> Please let me know issues regarding this.
>
> Thanks,
> Meenakshinathan
>
>
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Auto Refresh

[sucheta lakhe]

Hi all, 

I have 2 table fields on Console which needs to be
auto refreshed after 8 to 10 min. 
How to do this?


  

You rock. That's why Blockbuster's offering you one month of Blockbuster Total 
Access, No Cost.  
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Approvals

[Don Simmons]

We are on ITSM 7 patch 6 in a windows environment.  If we create a change and 
save it in Request For Authorization they Approval Engine can not find the 
approvers.  If we save it to draft first and then move it to Request For 
Authorizaiton it finds the approvers just fine.  Does any know why this 
behavior occurs?
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Re: 7.1 AR user Client - 6.3 Server - Quick Question?

[Benedetto Cantatore]

The only issue I ever saw, was running Crystal reports... and those
issues were limited to inidividual users.  Mostly it works just fine.

>>> [EMAIL PROTECTED] 03/31/08 12:26 PM >>>
Hi All,

I am trying to access my 6.3 server using my 7.1 AR user client(Not
Admin).We are having our helpdesk in 6.3 server and our new service
desk in 7.1. For time being we want to access the both system. Is that
any problem accessing the forms and objects like this? I tried to
login and make the updation. I didn;t get any error and it is working
fine for me. Anyway just want to ask the experience from others.
Please let me know issues regarding this.

Thanks,
Meenakshinathan

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Re: 7.1 AR user Client - 6.3 Server - Quick Question?

[Rick Cook]

Generally speaking, the UT is backwards compatible.  You shouldn't have any
problems, until you do.  There are exceptions to this, especially when the
API structure has been changed, as it was in v5...and v7.  Whether the v7
API changes would compromise the backwards compatibility with v6.3 is
TBD...or is it?

Rick

On Mon, Mar 31, 2008 at 9:26 AM, Meenakshinathan <[EMAIL PROTECTED]> wrote:

> Hi All,
>
> I am trying to access my 6.3 server using my 7.1 AR user client(Not
> Admin).We are having our helpdesk in 6.3 server and our new service
> desk in 7.1. For time being we want to access the both system. Is that
> any problem accessing the forms and objects like this? I tried to
> login and make the updation. I didn;t get any error and it is working
> fine for me. Anyway just want to ask the experience from others.
> Please let me know issues regarding this.
>
> Thanks,
> Meenakshinathan
>
>
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7.1 AR user Client - 6.3 Server - Quick Question?

[Meenakshinathan]

Hi All,

I am trying to access my 6.3 server using my 7.1 AR user client(Not
Admin).We are having our helpdesk in 6.3 server and our new service
desk in 7.1. For time being we want to access the both system. Is that
any problem accessing the forms and objects like this? I tried to
login and make the updation. I didn;t get any error and it is working
fine for me. Anyway just want to ask the experience from others.
Please let me know issues regarding this.

Thanks,
Meenakshinathan

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Re: Remedy Tables in the Oracle SYSTEM Tablespace

[Brian Goralczyk]

To the best of my knowledge, all the data is stored in the ARADMIN (or what
ever user you use if you changed it) table space.  I don't believe ARADMIN
does anything in any other table space.  Hence why you only need the DBA
user ID during install and they can change the password afterwards.

But I am only 95% sure.

On Mon, Mar 31, 2008 at 10:38 AM, Scott Philben <[EMAIL PROTECTED]> wrote:

> All:
>
> I am getting a question here about whether any Remedy (6.3 patch 23)
> tables are placed in the SYSTEM table on Oracle (9i). I guess we need to
> account for them during backup or failover or something.
>
> Anyone know if any tables end up there? Thanks.
>
> -scott philben
>
>
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Re: Remedy Tables in the Oracle SYSTEM Tablespace

[Axton]

They shouldn't.  In our env there are none there, seeing as we never have
system access.

Axton Grams

On Mon, Mar 31, 2008 at 11:38 AM, Scott Philben <[EMAIL PROTECTED]> wrote:

> All:
>
> I am getting a question here about whether any Remedy (6.3 patch 23)
> tables are placed in the SYSTEM table on Oracle (9i). I guess we need to
> account for them during backup or failover or something.
>
> Anyone know if any tables end up there? Thanks.
>
> -scott philben
>
>
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Remedy Tables in the Oracle SYSTEM Tablespace

[Scott Philben]

All:

I am getting a question here about whether any Remedy (6.3 patch 23) tables are 
placed in the SYSTEM table on Oracle (9i). I guess we need to account for them 
during backup or failover or something.

Anyone know if any tables end up there? Thanks.

-scott philben

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Re: Equivalent of the TRANSLATE function in Remedy

[Grooms, Frederick W]

I was just trying to understand why you would need an extra view or SQL
files?  
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Saturday, March 29, 2008 6:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Equivalent of the TRANSLATE function in Remedy


** 
Yes the thing Is I don't think I am allowed to use direct SQL.. I have a
statement ready for use like you suggested, plus I have a view ready
with clean data, but have not got approvals to use that. The thing is
this customer does not have an onsite Remedy admin and are unwilling at
the moment to use external means to drive their applications.. They are
worried about maintaining it after I leave even if I do leave them with
SQL scripts and instructions how to maintain the view using those .SQL
files..
 
I 'might' just have to resort to a Filter guide having those nasty 26
nested replaces.. not sure what that would cost the transaction overall,
but I don't see many other ways out of this..
 
Mathew's java scripting plugin idea may be good too, but that again is
creating an external plugin which I do not think they would support.
Besides I don't think we have time enough on hands left for that.
 
Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Grooms, Frederick W
Sent: Saturday, March 29, 2008 4:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Equivalent of the TRANSLATE function in Remedy


** 
You are correct ... that is extremely nasty
 
If you were allowed to use an Oracle (asuming you are on oracle)
SQL Set Fields action you could do it like
 
SELECT TRANSLATE( REPLACE( TRANSLATE( UPPER('$PHONE_BUSINESS$'),
'+/-()!#*,.', ''), 'EXT', '?'), 'XABCDEFGHIGKLMNOPQRSTUVWYZ', '?') FROM
dual
 
No need for any type of view and all of it is contained inside
Remedy.
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Friday, March 28, 2008 6:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: Equivalent of the TRANSLATE function in Remedy


** 
Rick,
 
Not sure if you can use the ASCII range, never tried it..
 
Thad,
 
Yes same phone number issue and while doing it directly at SQL
yes I did use Upper before Translate so I have to translate less...
 
The actual select statement that I designed, as a result of all
the formatting that was necessary, was too long and may not be fun for
some of you to read on a day when Friday Humor is posted, so I'll copy
how I read one of the phone numbers while creating a db view instead of
the whole SQL statement I wrote..
 
Unfortunately the customer wants nothing to do with external db
views or direct SQL to the view, so I cannot use it but need to
translate the SQL below to ARS code.. While I am good with translating
TRIM to LTRIM and RTRIM and REPLACE and UPPER to REPLACE and UPPER in
Remedy, my only option seems to be a nested replace 26 times for alpha
characters instead of a single TRANSLATE..
 

trim(replace(translate(replace(replace(replace(replace(replace(upper(rep
lace(replace(replace(replace(replace(replace(replace(replace(replace(PHO
NE_BUSINESS,'+',''),
'/',''),'-',''),'(',''),')',''),'!',''),'#',''),'*',''),',','')),'.','
'),'  ',' '),' X','?'),' EXT','?'),'
',''),'ABCDEFGHIJKLMNOPQRSTUVWXYZ','^^'),'^','')
) as PHONE_BUSINESS,
 
The above reads the Phone_Business column in the external view
after stripping it off all the junk, and replacing " EXT" or " X" for
extension with a "?".. That delimit of "?" would tell me if a phone
number has an extension and where the extension string began from.. This
replacement is done before the translation of alpha characters to ^ so
we do not loose the extension information - I have taken care of that!
So the end result is a numeric character string.
 
I created a view with the above statement applied to most phone
number columns during the view creation and got a clean view without
loosing extension information in any of the records.. (32101 records) So
far I was happy except that now it looks like to translate the above
statement to Remedy code might be a more expensive process considering
that Remedy doesn't have a TRANSLATE function..
 
I wonder if cases like this would qualify for an RFE.. TRANSLATE
is used by all RDBMS's right??? I know it is used in MS-SQL too.. not so
sure about My-SQL and Informix..
 
Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Be

Job: Part-Time/On Site - Remedy Analyst/Administrator - Dayton, OH

[Kitchen, Joshua T]

Dear List,
 
Hope all is well, and everyone had a great weekend.  Any help is greatly
appreciated, this project needs someone to be on-site, but be part time
(28-38 Hours a week) for a 4 month project.  High possibility of project
extension, however, all I have is 4 months in our statement of work.
Any recent Remedy experience would be considered.  Thanks for everyone's
time!  
 
Title:  Remedy TTS Programmer or SC06

 

Location:  Dayton, OH

 

Duration:  4 Month Part-Time Contract

 

Type:  Straight Contract with possible extension

 

Requirements:

*   US Citizen 
*   Reliable Self-Starter 
*   Excellent Communications Skills, will interface with other
developers, for implementation.  Will develop written policies and
procedures 
*   Must be flexible and able to prototype and demonstrate
forms/processes to various user organizations 
*   1 to 5 years experience with Remedy Action Request System
(Releases 6 thru 7) and programming using the Remedy Language 
*   Experience with Remedy IT Service Management Suite (ITSM)
Release 7 
*   Database Experience Required (SQL/Oracle)

Responsibilities:

*   Configuration and maintenance of Remedy version 7.x 

*   Action Request System (ARS) 
*   Asset Management 
*   Remedy Knowledge Management

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<>

Re: arimportcmd error

[Michiel Beijen]

I **know** you have resolved the issue by now but one comment I would like
to add:

In my experience - especially for the older versions of arimportcmd,
nowadays I usually grab EIE/AIE - you should specify the MAPPING NAME after
the -M parameter and NOT the FILE NAME.
The difference is that the mapping name is specified in the fist line of the
.arm file. You can even run into trouble if you rename your old mapping file
but leave the MAPPING NAME intact.

The same is true (or at least - was true until v6.3 ) for runmacro; there
you should also specify the macro not by the file name but by the macro
name, which is stored in the first line of the macro.

-- 
Met vriendelijke groet / Kind regards
Michiel Beijen
__
MANSOLUTIONS
Energieweg 60-62
3771 NA Barneveld
The Netherlands
Tel. +31-(0)612968592
Mail [EMAIL PROTECTED]
Internet http://bsm.mansolutions.nl

On Fri, Mar 28, 2008 at 12:45 AM, Rick Cook <[EMAIL PROTECTED]> wrote:

> ** "C:\Program Files\AR System\Admin\arimportcmd.exe" -u user -p password
> -M "C:\Mappings\Findings.arm" -l C:\Mappings\logfile.log
>
> Rick
>
>
> On Thu, Mar 27, 2008 at 3:40 PM, Joe D'Souza <[EMAIL PROTECTED]> wrote:
>
> > ** Could you let us know what the import command that you typed looks
> > like? If its complaining about the command, maybe there must be something in
> > there that is offending its syntax?
> >
> > I've got feed like that from support ranging from have you read the
> > manual to you should go for training when I was working on the RKM product..
> > Almost every other ticket I raised on RKM ended up being a software bug. So
> > I'm hardly likely to consider spending $$$'s for training myself on
> > something that is flaky in the first place! To add to that the documentation
> > on that product is far from 100% accurate.. Even the screen shots on some
> > places are inconsistent to what you actually see when you install the
> > product (Version 7.1 patch 1 of RKM)..
> >
> > Joe
> >
> > -Original Message-
> > *From:* Action Request System discussion list(ARSList) [mailto:
> > [EMAIL PROTECTED] Behalf Of *Rick Cook
> > *Sent:* Thursday, March 27, 2008 5:34 PM
> > *To:* arslist@ARSLIST.ORG
> > *Subject:* Re: arimportcmd error
> >
> > ** Thanks, Joe.  It will take the long format as long as the string is
> > in quotes - it worked for me yesterday.  I'll keep that suggestion in my
> > back pocket, though, in case nothing else works.
> >
> > Your response was much more helpful than the initial one from Support,
> > which was basically some script monkey in India saying RTFM.  Gee, I hadn't
> > thought of that.  If there was any troubleshooting data in the docs or the
> > KB, I wouldn't have needed to make a ticket.  sigh...
> >
> > Rick
> >
> > On Thu, Mar 27, 2008 at 2:12 PM, Joe D'Souza <[EMAIL PROTECTED]> wrote:
> >
> > > ** Try putting a 8.3 format DOS path in the path instead of the
> > > regular windows path.. If all else as you say is correct, it may be not
> > > liking the long path format if you have it set like that..
> > >
> > > Joe
> > >
> > > -Original Message-
> > > *From:* Action Request System discussion list(ARSList) [mailto:
> > > [EMAIL PROTECTED] Behalf Of *Rick Cook
> > > *Sent:* Thursday, March 27, 2008 4:51 PM
> > > *To:* arslist@ARSLIST.ORG
> > > *Subject:* arimportcmd error
> > >
> > > ** First, I can't believe that there are no Remedy KB entries for
> > > arimportcmd.  None.  Wow.
> > >
> > > We are attempting to use arimportcmd in an Active Link to import a
> > > small number of records into a form.  We have a mapping file that works 
> > > just
> > > fine in the Import Tool.  When we attempt to run it from the Active Link 
> > > or
> > > the command line, using the same user/pw and mapping file, we get an error
> > > that says that the Import command line is missing the schema option or 
> > > has a
> > > wrong format.  There isn't even an arimportcmd parameter for the schema, 
> > > so
> > > I don't know what it's complaining about.
> > >
> > > Any ideas to help us out?  We verified the paths, file names, etc.,
> > > and all names match exactly, including case.
> > >
> > > Rick
> > >
> > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > html___
> >
>
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>

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