Re: Escalations crashing server....

[Mark Rushton]

Fred

We are running Java 1.4.

armonitor.conf has this entry - "/usr/ar63/bin/arplugin -s bcemremtest1 -i 
/usr/ar63"

and on startup I get "Loaded Web Services plugin properly" message

Should I be looking elsewhere for confirmation?

Cheers

M

Mark Rushton
IBM Global Services
Remedy Engineering & Development Team
Email: [EMAIL PROTECTED]
Tel: 01962 822863
Mob: 07930 336843





"Grooms, Frederick W" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 

01/05/2008 19:53
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Escalations crashing server






** 
What java version is the Server running?  And when starting up the server 
does the libwebservice plugin load?
 
Fred

From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Mark Rushton
Sent: Thursday, May 01, 2008 10:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: Escalations crashing server

Crashes as soon as the filter runs on Modify I will do it again with 
more logs on. 

M 

Mark Rushton
IBM Global Services
Remedy Engineering & Development Team

  
"Grooms, Frederick W" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 
 
01/05/2008 16:12 

Please respond to
arslist@ARSLIST.ORG



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arslist@ARSLIST.ORG 
cc

Subject
Re: Escalations crashing server





On the Escalations that just set a flag...  What happens if you set the 
flag in the User Tool (With all logs on in the User Tool)? 
  
Fred 

From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Mark Rushton
Sent: Thursday, May 01, 2008 9:51 AM
To: arslist@ARSLIST.ORG
Subject: Escalations crashing server

Hi Guys 

I am having some problems with escalations calling web services As 
soon as they are enabled they crash arserverd!!! 

Running :- 
ARS 6.3 patch 23 
AIX5.3 
Oracle 9.2 

This escalation is calling an external (to the company lan) web service 
but I am having a similar problem with another one calling an internally 
hosted service. Initially I thought it was all Escalations but have 
narrowed it down to those that are either calling a web service directly 
or setting a flag for a filter to call a web service. This is happening on 
a new server that was cloned - I have had some issues with this anyway 


I have run every single log I can think of but still found nothing 

Where else can I look? 
Anyone got any ideas please? 

Cheers 

Mark Rushton
IBM Global Services
Remedy Engineering & Development Team
 
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Re: V7 ARDBC Vendor form LDAP query

[Walters, Mark]

Is this the root of the tree?  If so you are unlikely to be able to create the 
vendor form as the LDAP plugin will timeout performing the discovery of the 
tree.  Try the following;

 

· Make sure you have Server-Plugin-Default-Timeout: 500 set in ar.conf

· Find the full DN of a user in one of the trees you are interested in 
(eg CN=User0033,OU=FinDept,OU=UK, DC=uspl,DC=enbridge,DC=com)

· Use this DN as the Base DN for Discovery on the ARDBC LDAP config 
form, also make sure to specify port 3268

· Create the Vendor form in the admin tool and add the fields you want 
from the user object. (Tip – use uSNCreated as they key field)

· Save the form and verify it works

· Once it is working open the form in the admin tool and use Form, Form 
Properties, Vendor Information tab and change the Table Name to the common base 
DN that the trees share 

o   The table name will look something like ldap://ldap_server_name:3268/ 
CN=User0033,OU=FinDept,OU=UK,DC=uspl,DC=enbridge,DC=com??sub?(objectclass=user)

o   Change it to ldap://ldap_server_name:3268/ 
DC=uspl,DC=enbridge,DC=com??sub?(objectclass=user)

 

The problem you may be seeing is that the ARDBC LDAP plugin is very determined 
in discovering the LDAP attributes of the tree and, if you are not specific 
enough when specifying the base DN, it will take too long and timeout.  Using a 
single user to create the form and then changing it to something more general 
is the workaround to get past this.

 

If you’re still having problems set your Plugin-Log-Level: 100 and see what, if 
any errors you can see.  If you see a long list of these;

 

  Entering CLDAPDiscovery::GetDataType

 

As part of a +GMF call then your discovery DN is too general.

 

Mark

 

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Benjamin Trimmer
Sent: 01 May 2008 20:46
To: arslist@ARSLIST.ORG
Subject: Re: V7 ARDBC Vendor form LDAP query

 


Mark, 

I have the following in the Base DN: 

DC=uspl,DC=enbridge,DC=com 

Regards, 
Ben 




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

05/01/2008 09:42 AM 

Please respond to
arslist@ARSLIST.ORG

To

arslist@ARSLIST.ORG 

cc


Subject

Re: V7 ARDBC Vendor form LDAP query

 






What do you have as your Base DN for Discovery?  If this is too general you may 
find the plugin times out and will not be available.  Set this to something 
very specific – the full DN of a user for example.  Once you have created the 
vendor form you can change the base DN via the form properties vendor 
information tab. 
  
Mark 
  
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Benjamin Trimmer
Sent: 01 May 2008 14:40
To: arslist@ARSLIST.ORG
Subject: Re: V7 ARDBC Vendor form LDAP query 
  

Mark, 

When I cahnge the port to 3268, the ARSYS.ARDBC.LDAP "Available Vendor Name" is 
no longer in the list and I'm not able to select a vendor table.  I'm  
basically in the need for help in writing the specific LDAP query that will 
pull a list of all domain users from each of the domains in the forest. 

Regards, 
Ben 

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

04/30/2008 09:15 AM 

 

Please respond to
arslist@ARSLIST.ORG

 

To

arslist@ARSLIST.ORG 

cc


Subject

Re: V7 ARDBC Vendor form LDAP query


  

 







** 
This should work but you will need to use the global catalog port (3268 IIRC) 
rather than the default LDAP port (389).  Also, when specifying the BaseDN in 
the plugin config form, start with a specific user and modify it via the vendor 
form properties later.  If you just point to the root of the tree you’ll 
probably get a timeout when trying to create the vendor form as the plugin 
trawls the LDAP server collecting data. 
 
Mark 
 
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Benjamin Trimmer
Sent: 30 April 2008 14:29
To: arslist@ARSLIST.ORG
Subject: V7 ARDBC Vendor form LDAP query 
 
** 
Listers, 

I am working on a Actice Directory integration where I need to pull user's 
(people) data from AD.  The environment that I am in is a forest with 4 
domains.  I wanteto make a connection the the forest level AD server, and get 
the information from the domains below.  I am having issues writing the correct 
LDAP query.  Is there anyone who can be of assistance on this? 

Regards, 
Ben Trimmer 
* * * * * * * * * * * * * * * * * * * * * * * * * IMPORTANT NOTICE* * * * * * * 
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Re: Escalations crashing server....

[Mark Rushton]

Chandru

These were existing Escalations imported to the server. I have been able 
to modify them for change of WSDls.

Yes I can call the WS using soapUI.

Unfortunately we are still running 6.3 so I am not sure the same hot fix 
will apply but I am now at the stage where I am going to have to log a 
call with BMC :(

Thanks

M

Mark Rushton
IBM Global Services
Remedy Engineering & Development Team
Email: [EMAIL PROTECTED]
Tel: 01962 822863
Mob: 07930 336843





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

01/05/2008 17:01
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Escalations crashing server






** 
Mark,
 
Were these escalations built newly, or were they existing prior. Also are 
you able to invoke the WS with a SOAP tester ?
We faced similar issues with ARS 7.0.1 patch 6 while integrating with 
Businessware. The server used to crash without any information in the 
logs, remedy acknowledged it as a bug and gave a hotfix.
 
Cheers,
Chandru

On Thu, May 1, 2008 at 10:50 AM, Mark Rushton <[EMAIL PROTECTED]> 
wrote:
** 
Hi Guys 

I am having some problems with escalations calling web services As 
soon as they are enabled they crash arserverd!!! 

Running :- 
ARS 6.3 patch 23 
AIX5.3 
Oracle 9.2 

This escalation is calling an external (to the company lan) web service 
but I am having a similar problem with another one calling an internally 
hosted service. Initially I thought it was all Escalations but have 
narrowed it down to those that are either calling a web service directly 
or setting a flag for a filter to call a web service. This is happening on 
a new server that was cloned - I have had some issues with this anyway 


I have run every single log I can think of but still found nothing 

Where else can I look? 
Anyone got any ideas please? 

Cheers 

Mark Rushton
IBM Global Services
Remedy Engineering & Development Team







Unless stated otherwise above:
IBM United Kingdom Limited - Registered in England and Wales with number 
741598. 
Registered office: PO Box 41, North Harbour, Portsmouth, Hampshire PO6 3AU 






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Re: arslist Digest - 1 May 2008 (#2008-186)

[Katty Davis]

I am not sure if this email address is correct but if it is I have an
important question.  I submitted a question yesterday but do not see it
posted in the ARSList.  Please help.  Thanks.
Katty Davis


On 5/2/08, arslist automatic digest system <[EMAIL PROTECTED]>
wrote:
>
> [image: Skip repetitive navigational 
> links]
>   [image:
> L-Soft - Home of the LISTSERV mailing list manager] 
> [image:
> LISTSERV(R) 14.4]  arslist Digest - 1 May 2008 (#2008-186)
>
> Table of contents:
>
>- Remedy Developer Position - Portland, 
> Oregon
>- Escalations crashing 
> server(2)
>- LDAP Plugin 
> (UNCLASSIFIED)(6)
>- Fwd: Mid-Tier 7.1.00 Patch 002 - 
> Performance
>- Mid-Tier 7.1.00 Patch 002 - 
> Performance
>- Crystal Report error on particular form and particular PC - SOLVED
>sort 
> of
>- HELP: Reports not 
> Running
>- SLM Status not changing when using 
> HPD:IncidentInterface_Create(5)
>- Remedy Integration Available 
> ?(7)
>- MT 7.1 and Searches Tool 
> Bar
>- OT: Canadian Tax Obligation for US Resident Working in 
> Canada
>- V7 ARDBC Vendor form LDAP 
> query
>- Job: Remedy CMDB and CLM Developer - 2 positions - Austin, TX **
>Josh 
> Kitchen
>- Problem running AR System reports on Mid-Tier 7.0.1 patch 
> 005
>- Timezone info in date/time 
> fields
>- OC LA RUG - Save the Date - June 12, 
> 2008
>
>
>1. Remedy Developer Position - Portland, Oregon
>   - Remedy Developer Position - Portland, 
> Oregon
>   *From:* "Pargeter, Christie" <
>   [EMAIL PROTECTED]>
>2. Escalations crashing server
>   - Re: Escalations crashing 
> server
>   *From:* Chandre Gowda <[EMAIL PROTECTED]>
>   - Re: Escalations crashing 
> server
>   *From:* "Grooms, Frederick W" <[EMAIL PROTECTED]>
>3. LDAP Plugin (UNCLASSIFIED)
>   - Re: LDAP Plugin 
> (UNCLASSIFIED)
>   *From:* "Alicea, Alex CTR USA" <[EMAIL PROTECTED]>
>   - Re: LDAP Plugin 
> (UNCLASSIFIED)
>   *From:* "Haque, Rezaul R" <[EMAIL PROTECTED]>
>   - Re: LDAP Plugin 
> (UNCLASSIFIED)
>   *From:* "Alicea, Alex CTR USA" <[EMAIL PROTECTED]>
>   - Re: LDAP Plugin 
> (UNCLASSIFIED)
>   *From:* "Haque, Rezaul R" <[EMAIL PROTECTED]>
>   - Re: LDAP Plugin 
> (UNCLASSIFIED)
>   *From:* "Alicea, Alex CTR USA" <[EMAIL PROTECTED]>
>   - Re: LDAP Plugin 
> (UNCLASSIFIED)
>   *From:* "Haque, Rezaul R" <[EMAIL PROTECTED]>
>4. Fwd: Mid-Tier 7.1.00 Patch 002 - Performance
>   - Fwd: Mid-Tier 7.1.00 Patch 002 - 
> Performance
>   *From:* Jason M

Re: Diary field in Crystal Report not printing correct date

[Katty Davis]

I have not seen this posted in the ARSList.  Is there something else I need
to do?  Thanks
Katty


On 5/1/08, Katty Davis <[EMAIL PROTECTED]> wrote:
>
> I have a Crystal Report (Version 9) that prints the contents of a Diary
> Field.  The report is attached to an active link executed by a button.
>
> The report does not print the correct timestamp of the entries in the
> Diary Field every time the button is pressed. I have exhausted many
> possibilities troubleshooting this issue.  Most of the instances where the
> date/time is incorrect, the first (oldest) entry in the field is shown in
> the report with current time and date.  It occurs on the same PC, same
> user and etc.  Does anyone know why this would happens?
>
> I would greatly appreciate any help with this.
>
> Katty Davis
>

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Gary A Roach/K-CORP/KMT/KMT is out of the office.

[Gary Roach]

I will be out of the office starting  05/02/2008 and will not return until
05/03/2008.

I will be checking email / v-mail regularly. If you need to speak with
someone immediately please call (or email) John Kovalcik at 724-539-5228.

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Re: arslist Digest - 1 May 2008 (#2008-186)

[Gayford, Matthew C.]

Katty,

 

You will need to change your settings on the ARSList web site
(arslist.org). The settings is listed under the "acknowledgements"
section and the setting you want is either "Short message confirming
receipt" or "Receive copy of own postings."

 

Happy Friday, 

 

Matt

 

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

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Katty Davis
Sent: Friday, May 02, 2008 6:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: arslist Digest - 1 May 2008 (#2008-186)

 

** 

I am not sure if this email address is correct but if it is I have an
important question.  I submitted a question yesterday but do not see it
posted in the ARSList.  Please help.  Thanks.

Katty Davis


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Re: OT: Canadian Tax Obligation for US Resident Working in Canada

[T. Dee]

The other thing to be aware of as well - keeping property, bank
accounts, Health Card, etc. shows the government that you have the
"intent" of returning to Canada and as a result any income you earn
outside of Canada is taxable - even in countries that may not charge
you tax.



On Thu, May 1, 2008 at 3:28 PM, Ray T. <[EMAIL PROTECTED]> wrote:
> Hi folks,
> If anybody from the US is doing (or has done) contract work in Canada,
> I would like to get some advice.
>
> My main question is...for the same income I might have here in the US
> vs in Canada, is there a significant difference in how much I will
> lose to taxes?
>
> I realize there are a lot of if, and and buts, but I am just trying to
> get general info.
>
> Here's what I have so far--
> It appears that if Canada considers me a "resident" for tax purposes
> (mainly presence of more than 183 days in Canada in the "tax year" ),
> I will essentially end up paying Canadian taxes, although I don't have
> to pay it twice (here in the US) because of a tax treaty between US
> and Canada.
>
> So it appears that unless I can work in Canada in such a way that I am
> not considered a resident, I will end up paying higher taxes compared
>  to having the same income in the US, because of generally higher tax
> rates in Canada.
>
> Have I gotten it right?
>
> Thanks in advance.
>
> ps: when does a tax year start in Canada?
> ps: yes, I have an accountant but he's taking too long to get answers
>
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AR System 7.0.1 Patch 7???

[[EMAIL PROTECTED]]

I searched the archives and didn't find any information or posts about Patch 7 
for 7.0.1.  

I'm looking for any feedback on possible problems from anyone who has installed 
patch 7.  Primarily  looking  for  feedback on Windows 2003/MS SQL 2000 & 
Mid-Tier, but any platform feed back would be helpful.

Thanks,
Dave Fincher
BAE Systems

"Pierson, Shawn" <[EMAIL PROTECTED]> wrote: Davin,

You gave me some ideas, although I still haven't resolved the issue.

Currently, we are authenticating against AD for the username and
passwords.  We have multiple ways people can log into the system, and we
want the User Tool to allow people to authenticate with their domain
password, while the Mid Tier will automatically log in based on their
domain credentials with SSO.

Also, by not using the "Cross-reference blank password" option, I get
ARERROR 623 and the AuthString value still gets passed.  When I have it
enabled, I get the 8908 message and the authstring is passed.

I might take some of the other suggestions in that other people have
given as far as seeing examples of other JSP pages that do
authentication.  I'm not sure if I'm having this much difficulty because
of something in my environment or if I am too dense at the moment.  It's
probably a combination of the two, so thanks for your help.  If you have
any other ideas I'll be glad to try to them out.

Thanks,

Shawn Pierson

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Davin Lindner-Green
Sent: Tuesday, April 29, 2008 1:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: IIS remoteuser for Single-Sign On

Jiri, is another term for the token an NTLM hash? Just curious.

Shawn, unless I have this wrong, in the context of Remedy
authentication, I belive what you are getting from your SSO in the
AuthString parameter would correspond to the 4th field on the OOB login
screen ("Authentication"). Typically this is unused, except in cases
where it might be needed to specify a domain or other information when
configuring AREA LDAP login. In the AREA LDAP Configuration form, the
contents of AuthString can be passed into the LDAP search base using the
syntax $\AUTHSTRING$, for example. I don't know why you have data there,
but you can probably ignore it.

In your case, how is authentication supposed to be handled on the
server? In the context of Midtier using IWA, normally you would not then
go to the AD/LDAP server, because a valid IWA login is implicity
trusted, so instead you would simply connect the user using a server
side AREA plugin.

When you ran plugin logging did you see the failed authentication
attempt there? Does that shed any light?

Hope that helps,
Davin


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Re: AR System 7.0.1 Patch 7???

[David Charters]

The only bug I saw was that it reads the server from the config file and
seems to ignore what you type in. I have installed it 3 times now and that
is the only thing I noticed. One note, if you need to install ITSM 9002 you
will want to do it after the patch. Of course follow all rules for backing
up and restoring custom code.

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED]
Sent: Friday, May 02, 2008 9:32 AM
To: arslist@ARSLIST.ORG
Subject: AR System 7.0.1 Patch 7???

 

** I searched the archives and didn't find any information or posts about
Patch 7 for 7.0.1.  

I'm looking for any feedback on possible problems from anyone who has
installed patch 7.  Primarily  looking  for  feedback on Windows 2003/MS SQL
2000 & Mid-Tier, but any platform feed back would be helpful.

Thanks,
Dave Fincher
BAE Systems

"Pierson, Shawn" <[EMAIL PROTECTED]> wrote:

Davin,

You gave me some ideas, although I still haven't resolved the issue.

Currently, we are authenticating against AD for the username and
passwords. We have multiple ways people can log into the system, and we
want the User Tool to allow people to authenticate with their domain
password, while the Mid Tier will automatically log in based on their
domain credentials with SSO.

Also, by not using the "Cross-reference blank password" option, I get
ARERROR 623 and the AuthString value still gets passed. When I have it
enabled, I get the 8908 message and the authstring is passed.

I might take some of the other suggestions in that other people have
given as far as seeing examples of other JSP pages that do
authentication. I'm not sure if I'm having this much difficulty because
of something in my environment or if I am too dense at the moment. It's
probably a combination of the two, so thanks for your help. If you have
any other ideas I'll be glad to try to them out.

Thanks,

Shawn Pierson

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Davin Lindner-Green
Sent: Tuesday, April 29, 2008 1:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: IIS remoteuser for Single-Sign On

Jiri, is another term for the token an NTLM hash? Just curious.

Shawn, unless I have this wrong, in the context of Remedy
authentication, I belive what you are getting from your SSO in the
AuthString parameter would correspond to the 4th field on the OOB login
screen ("Authentication"). Typically this is unused, except in cases
where it might be needed to specify a domain or other information when
configuring AREA LDAP login. In the AREA LDAP Configuration form, the
contents of AuthString can be passed into the LDAP search base using the
syntax $\AUTHSTRING$, for example. I don't know why you have data there,
but you can probably ignore it.

In your case, how is authentication supposed to be handled on the
server? In the context of Midtier using IWA, normally you would not then
go to the AD/LDAP server, because a valid IWA login is implicity
trusted, so instead you would simply connect the user using a server
side AREA plugin.

When you ran plugin logging did you see the failed authentication
attempt there? Does that shed any light?

Hope that helps,
Davin


Private and confidential as detailed here:
http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the
link, please e-mail sender.


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Controlling View from table double click

[Boylan, David]

I have a self-built console and App where I want to control the view
that displays the request from a table field when the row is double
clicked. I don't want the default View but another streamlined View.

 

I can do this with an AL Open Window, Form View, that fires on double
click but it also opens the default view. So, how can I just get the
desired View to display and not the Default? I'd like to do this on both
the client and the web.

 

ARS 7.0.1 patch 5.

 

 

Thanks, 

 

Dave


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Re: Controlling View from table double click

[LJ Longwing]

Disable table drill down on the table, that's the one that's causing it to
open in the default view

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Boylan, David
Sent: Friday, May 02, 2008 8:12 AM
To: arslist@ARSLIST.ORG
Subject: Controlling View from table double click


** 

I have a self-built console and App where I want to control the view that
displays the request from a table field when the row is double clicked. I
don't want the default View but another streamlined View.

 

I can do this with an AL Open Window, Form View, that fires on double click
but it also opens the default view. So, how can I just get the desired View
to display and not the Default? I'd like to do this on both the client and
the web.

 

ARS 7.0.1 patch 5.

 

 

Thanks, 

 

Dave

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Re: Controlling View from table double click

[Boylan, David]

LJ,

 

Thanks! That was it.

 

Dave


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Re: Controlling View from table double click

[LJ Longwing]

That puts me at 1:1 for the day :)

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Boylan, David
Sent: Friday, May 02, 2008 8:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: Controlling View from table double click


** 

LJ,

 

Thanks! That was it.

 

Dave

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Requester Console workflow question

[Muhlethaler, Laurie]

We are in the planning stages of implementing ITSM 7 and it is fairly common at 
my company to allow our end users to submit issues on behalf of others. 
In researching the Requester Console, it doesn't seem like there is a way to do 
this without customizing. However, there are 'Requested For' fields not in view 
AND for the Push AL (RQC:RQW:Submit_110_SubmitRequest), there is workflow 
pushing data to the 'Requested For' and 'Requested By' tabs on the SRM:Request 
form. Does anyone know exactly what these 'Requested For' fields are for 
exactly and can I utilize them for allowing end users to submit on behalf of 
others?  
Of course I've checked documentation and even inquired of BMC but got the 
standard "this isn't OOTB functionality so you'd need to customize".  I fully 
expect to do some customization but I'd rather not reinvent the wheel.  I'd 
like to use these 'Requested For' fields if I could...
Anyone have experience with this?  Thank you in advance.

Environment
SQL Server 2005 database on Windows 2003 O/S
ARS 7.1.00 Patch 001
Service Desk 7.0.03 patch 006

Laurie Muhlethaler
Remedy Developer / Administrator
First Republic Bank
415.364.4436


 
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Documentation

[Brittain, Mark]

Hi All & TGIF,

Hopefully these are two easy questions.

Is there a tool out there that documents the workflow? Either graphic or
text.

Is there a tool that decrypts the password in the User form. I had one
years ago and don't remember where I got it from.

Thanks
Mark

Mark Brittain
Remedy Developer
NaviSite ESM Operations
315-453-2912 x5418 (Office)
315-317-2897 (Cell)
[EMAIL PROTECTED]


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Re: Documentation

[LJ Longwing]

ARInside is about the best documentation tool available for free on the
market at this point, and sorry, can't help you with the second 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Brittain, Mark
Sent: Friday, May 02, 2008 9:18 AM
To: arslist@ARSLIST.ORG
Subject: Documentation

Hi All & TGIF,

Hopefully these are two easy questions.

Is there a tool out there that documents the workflow? Either graphic or
text.

Is there a tool that decrypts the password in the User form. I had one years
ago and don't remember where I got it from.

Thanks
Mark

Mark Brittain
Remedy Developer
NaviSite ESM Operations
315-453-2912 x5418 (Office)
315-317-2897 (Cell)
[EMAIL PROTECTED]


This e-mail is the property of NaviSite, Inc. It is intended only for the
person or entity to which it is addressed and may contain information that
is privileged, confidential, or otherwise protected from disclosure.
Distribution or copying of this e-mail, or the information contained herein,
to anyone other than the intended recipient is prohibited.


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Re: Documentation

[Matt Reinfeldt]

Mark,

1. There are ARInside and ARSDoc for 'free' tools.  Les has a tool,
ARUtilities, which works really well, and BMC has Remedy Developer Plus.
Also, Panacea has a tool, I believe, but I've never worked with it.

2. There is no longer a tool that does this (the one you're talking about
was the infamous Excel worksheet, no?) that I am aware of.

Good luck!

Matt R.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Brittain, Mark
Sent: Friday, May 02, 2008 10:18 AM
To: arslist@ARSLIST.ORG
Subject: Documentation

Hi All & TGIF,

Hopefully these are two easy questions.

Is there a tool out there that documents the workflow? Either graphic or
text.

Is there a tool that decrypts the password in the User form. I had one
years ago and don't remember where I got it from.

Thanks
Mark

Mark Brittain
Remedy Developer
NaviSite ESM Operations
315-453-2912 x5418 (Office)
315-317-2897 (Cell)
[EMAIL PROTECTED]


This e-mail is the property of NaviSite, Inc. It is intended only
for the person or entity to which it is addressed and may contain
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from disclosure. Distribution or copying of this e-mail, or the
information contained herein, to anyone other than the intended
recipient is prohibited.


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How to Submit a suggestion for the next DSL patch

[Kelly Deaver]

Hi all,

Do you have software in your Windows environment that isn't in the latest DSL 
data patch? BMC is now offering a solution. A new utility has now been made 
available to DSL users. The ESIDscan utility allows customers to identify a new 
Microsoft Windows based software title and send it to BMC for possible 
inclusion in a future software catalog patch release. This utility captures the 
information needed to identify the application and turns it into a data file. 
ESIDscan can then automatically email the data file to BMC or it can also be 
mailed manually by the BMC customer.

The utility can be downloaded from -
http://developer.bmc.com/jiveProd/entry!default.jspa?categoryID=991&externalID=3127

You will need to log in to the Developer Network to see it. If you don't 
already have a login, same on you! Just kidding. You can create a login on the 
main page http://developer.bmc.com. Follow the link in the upper right corner.

-
Kelly Deaver
[EMAIL PROTECTED]
yes I am a BMC employee :)

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Re: How to Submit a suggestion for the next DSL patch

[Pierson, Shawn]

Kelly,

It's great that BMC is offering this.  However, when I tried running it,
it didn't give me an option of what software I have that I want to mail
in or not.  I saw that there was an "AppScan.exe" file and this one may
be useful for that, but it might be good for BMC to update the
instructions on the BMCDN site if we have to run that one before running
the ESIDScan application.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kelly Deaver
Sent: Friday, May 02, 2008 10:29 AM
To: arslist@ARSLIST.ORG
Subject: How to Submit a suggestion for the next DSL patch

Hi all,

Do you have software in your Windows environment that isn't in the
latest DSL data patch? BMC is now offering a solution. A new utility has
now been made available to DSL users. The ESIDscan utility allows
customers to identify a new Microsoft Windows based software title and
send it to BMC for possible inclusion in a future software catalog patch
release. This utility captures the information needed to identify the
application and turns it into a data file. ESIDscan can then
automatically email the data file to BMC or it can also be mailed
manually by the BMC customer.

The utility can be downloaded from -
http://developer.bmc.com/jiveProd/entry!default.jspa?categoryID=991&exte
rnalID=3127

You will need to log in to the Developer Network to see it. If you don't
already have a login, same on you! Just kidding. You can create a login
on the main page http://developer.bmc.com. Follow the link in the upper
right corner.

-
Kelly Deaver
[EMAIL PROTECTED]
yes I am a BMC employee :)


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Re: Escalations crashing server....

[Chandre Gowda]

Mark,

 Try increasing your Java Heap Size to a higher value and see if
that helps.

Cheers,
Chandru

On Fri, May 2, 2008 at 3:58 AM, Mark Rushton <[EMAIL PROTECTED]>
wrote:

> **
> Chandru
>
> These were existing Escalations imported to the server. I have been able
> to modify them for change of WSDls.
>
> Yes I can call the WS using soapUI.
>
> Unfortunately we are still running 6.3 so I am not sure the same hot fix
> will apply but I am now at the stage where I am going to have to log a call
> with BMC :(
>
> Thanks
>
> M
>
> Mark Rushton
> IBM Global Services
> Remedy Engineering & Development Team
> Email: [EMAIL PROTECTED]
> Tel: 01962 822863
> Mob: 07930 336843
>
>
>
>
>   *Chandre Gowda <[EMAIL PROTECTED]>*
> Sent by: "Action Request System discussion list(ARSList)" <
> arslist@ARSLIST.ORG>
>
> 01/05/2008 17:01   Please respond to
> arslist@ARSLIST.ORG
>
>To
> arslist@ARSLIST.ORG  cc
>   Subject
> Re: Escalations crashing server
>
>
>
>
> **
>  Mark,
>
> Were these escalations built newly, or were they existing prior. Also are
> you able to invoke the WS with a SOAP tester ?
> We faced similar issues with ARS 7.0.1 patch 6 while integrating with
> Businessware. The server used to crash without any information in the logs,
> remedy acknowledged it as a bug and gave a hotfix.
>
> Cheers,
> Chandru
>
> On Thu, May 1, 2008 at 10:50 AM, Mark Rushton <[EMAIL PROTECTED]<[EMAIL 
> PROTECTED]>>
> wrote:
> **
> Hi Guys
>
> I am having some problems with escalations calling web services As
> soon as they are enabled they crash arserverd!!!
>
> Running :-
> ARS 6.3 patch 23
> AIX5.3
> Oracle 9.2
>
> This escalation is calling an external (to the company lan) web service
> but I am having a similar problem with another one calling an internally
> hosted service. Initially I thought it was all Escalations but have narrowed
> it down to those that are either calling a web service directly or setting a
> flag for a filter to call a web service. This is happening on a new server
> that was cloned - I have had some issues with this anyway
>
> I have run every single log I can think of but still found nothing
>
> Where else can I look?
> Anyone got any ideas please?
>
> Cheers
>
> Mark Rushton
> IBM Global Services
> Remedy Engineering & Development Team
>
>
>
>
>
> --
> *
> *
>
> *Unless stated otherwise above:
> IBM United Kingdom Limited - Registered in England and Wales with number
> 741598.
> Registered office: PO Box 41, North Harbour, Portsmouth, Hampshire PO6 3AU
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>
>
>
>
>
>
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>
> *Unless stated otherwise above:
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Re: Adjusting Menu Access with Workflow?

[Scott Parrish]

Michael,

Make sure that all views of the form have the Modify All unchecked.

 

Scott Parrish
IT Prophets, LLC
(770) 653-5203
www.itprophets.com 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of McManus Michael A SSgt HQ 754
ELSG/DOMH
Sent: Friday, May 02, 2008 12:33 PM
To: arslist@ARSLIST.ORG
Subject: Adjusting Menu Access with Workflow?

 

Listers,

On our Incident form, we apparently have some users with access
to the Modify All command through the Actions Menu.  If I go to the view
properties on the Incident form, on the menu access tab, Modify All is
unchecked.  Is there a way to override that setting with workflow in some
way? I can't imagine another way for an analyst to access that.  (Delete is
also checked in the menu access tab but only Administrators have access to
the Delete function).

 

ARS 5.1.2

SQL 2K

Server 2003

 

Thanks much,

 

Michael A. McManus, SSgt, USAF

Remedy Developer

HQ 754 ELSG/DOMH

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Re: Adjusting Menu Access with Workflow?

[McManus Michael A SSgt HQ 754 ELSG/DOMH]

All the views (and only one is currently in use but I double checked to make 
sure) have modify all unchecked.  I just want to make sure there's not any way 
you can override those selections in the view properties.

This is third party information from my SA who I generally trust, but I just 
wanted to make sure if there is or isn't a way to override those selections in 
the view properties.

Thanks,

Michael A. McManus, SSgt, USAF
Remedy Developer
HQ 754 ELSG/DOMH

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Scott Parrish
Sent: Friday, May 02, 2008 11:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: Adjusting Menu Access with Workflow?

**

Michael,

Make sure that all views of the form have the Modify All unchecked.



Scott Parrish
IT Prophets, LLC
(770) 653-5203
www.itprophets.com



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of McManus Michael A SSgt HQ 754 ELSG/DOMH
Sent: Friday, May 02, 2008 12:33 PM
To: arslist@ARSLIST.ORG
Subject: Adjusting Menu Access with Workflow?



Listers,

On our Incident form, we apparently have some users with access to 
the Modify All command through the Actions Menu.  If I go to the view 
properties on the Incident form, on the menu access tab, Modify All is 
unchecked.  Is there a way to override that setting with workflow in some way? 
I can't imagine another way for an analyst to access that.  (Delete is also 
checked in the menu access tab but only Administrators have access to the 
Delete function).



ARS 5.1.2

SQL 2K

Server 2003



Thanks much,



Michael A. McManus, SSgt, USAF

Remedy Developer

HQ 754 ELSG/DOMH

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Re: Adjusting Menu Access with Workflow?

[Phil Murnane]

SSgt McManus:

I'm not sure if this is possible, but it wouldn't hurt to verify that the users 
who can see the Modify All option haven't customized the views on their 
workstations.  To do this, delete all *.arv and *.arf files on the PC's Remedy 
User cache folder.

--Phil

Phil Murnane
Software Engineer, Allegiant Technology
Email: [EMAIL PROTECTED]
Office: 928-445-5574

- Original Message 
From: Scott Parrish <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Friday, May 2, 2008 9:36:13 AM
Subject: Re: Adjusting Menu Access with Workflow?

**   

Michael,
 Make sure that all views of the form have
the Modify All unchecked.
   
 Scott Parrish
IT Prophets, LLC
(770) 653-5203
www.itprophets.com 
 

From: Action RequestSystem discussion list(ARSList) [mailto: 
arslist@ARSLIST.ORG ]On Behalf Of McManus Michael ASSgt HQ 754 ELSG/DOMH
Sent: Friday, May 02, 2008 12:33PM
To: arslist@ARSLIST.ORG
Subject: Adjusting Menu Accesswith Workflow?
 
  
 Listers,

On our Incident form, we apparently have some users with access to the Modify
All command through the Actions Menu.  If I go to the view properties on
the Incident form, on the menu access tab, Modify All is unchecked.  Is
there a way to override that setting with workflow in some way? I can’t
imagine another way for an analyst to access that.  (Delete is also
checked in the menu access tab but only Administrators have access to the
Delete function).
   
 ARS 5.1.2
 SQL 2K
 Server 2003
   
 Thanks much,
   
 Michael A. McManus, SSgt, USAF
 Remedy Developer
 HQ 754 ELSG/DOMH
 
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Adjusting Menu Access with Workflow?

[McManus Michael A SSgt HQ 754 ELSG/DOMH]

Listers,
On our Incident form, we apparently have some users with access to 
the Modify All command through the Actions Menu.  If I go to the view 
properties on the Incident form, on the menu access tab, Modify All is 
unchecked.  Is there a way to override that setting with workflow in some way? 
I can't imagine another way for an analyst to access that.  (Delete is also 
checked in the menu access tab but only Administrators have access to the 
Delete function).

ARS 5.1.2
SQL 2K
Server 2003

Thanks much,

Michael A. McManus, SSgt, USAF
Remedy Developer
HQ 754 ELSG/DOMH

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Re: Adjusting Menu Access with Workflow?

[Gary Opela (Corporate)]

Can you write a macro to do a bulk-modify operation from the client?


Check their macros.

 

Thanks,

 

Gary Opela, Jr., RSP

Remedy Engineer

Leader Communications, Inc.

http://www.5pointleader.com

http://www.lcibest.com

Best Product, Best People, Best PriceTM

An ISO 9001:2000 Certified, CMMI Level 3 Rated Company



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Phil Murnane
Sent: Friday, May 02, 2008 11:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: Adjusting Menu Access with Workflow?

 

SSgt McManus:

I'm not sure if this is possible, but it wouldn't hurt to verify that the users 
who can see the Modify All option haven't customized the views on their 
workstations.  To do this, delete all *.arv and *.arf files on the PC's Remedy 
User cache folder.

--Phil

Phil Murnane
Software Engineer, Allegiant Technology
Email: [EMAIL PROTECTED]
Office: 928-445-5574

- Original Message 
From: Scott Parrish <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Friday, May 2, 2008 9:36:13 AM
Subject: Re: Adjusting Menu Access with Workflow?

** 

Michael,

Make sure that all views of the form have the Modify All unchecked.

 

Scott Parrish
IT Prophets, LLC
(770) 653-5203
www.itprophets.com 



From: Action Request System discussion list(ARSList) [mailto: 
arslist@ARSLIST.ORG ] On Behalf Of McManus Michael A SSgt HQ 754 ELSG/DOMH
Sent: Friday, May 02, 2008 12:33 PM
To: arslist@ARSLIST.ORG
Subject: Adjusting Menu Access with Workflow?

 

Listers,

On our Incident form, we apparently have some users with access to 
the Modify All command through the Actions Menu.  If I go to the view 
properties on the Incident form, on the menu access tab, Modify All is 
unchecked.  Is there a way to override that setting with workflow in some way? 
I canʼt imagine another way for an analyst to access that.  (Delete is also 
checked in the menu access tab but only Administrators have access to the 
Delete function).

 

ARS 5.1.2

SQL 2K

Server 2003

 

Thanks much,

 

Michael A. McManus, SSgt, USAF

Remedy Developer

HQ 754 ELSG/DOMH

__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: Adjusting Menu Access with Workflow?

[Danaceau, Chris]

Or, fight fire with fire.  write a filter that fires on the "SET ALL" operation 
to throw an error.  Exclude Administrators or any other relevant permission 
groups. 
 
$OPERATION$ = "SET ALL"
 

-- 

Chris Danaceau

 

This e-mail and its attachments are confidential and solely for the intended 
addressee(s). Do not share or use them without Fannie Mae’s approval. If 
received in error, contact the sender and delete them.

 



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Gary Opela (Corporate)
Sent: Friday, May 02, 2008 1:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Adjusting Menu Access with Workflow?



Can you write a macro to do a bulk-modify operation from the client?


Check their macros.

 

Thanks,

 

Gary Opela, Jr., RSP

Remedy Engineer

Leader Communications, Inc.

http://www.5pointleader.com

http://www.lcibest.com

Best Product, Best People, Best PriceTM

An ISO 9001:2000 Certified, CMMI Level 3 Rated Company



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Phil Murnane
Sent: Friday, May 02, 2008 11:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: Adjusting Menu Access with Workflow?

 

SSgt McManus:

I'm not sure if this is possible, but it wouldn't hurt to verify that the users 
who can see the Modify All option haven't customized the views on their 
workstations.  To do this, delete all *.arv and *.arf files on the PC's Remedy 
User cache folder.

--Phil

Phil Murnane
Software Engineer, Allegiant Technology
Email: [EMAIL PROTECTED]
Office: 928-445-5574

- Original Message 
From: Scott Parrish <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Friday, May 2, 2008 9:36:13 AM
Subject: Re: Adjusting Menu Access with Workflow?

** 

Michael,

Make sure that all views of the form have the Modify All unchecked.

 

Scott Parrish
IT Prophets, LLC
(770) 653-5203
www.itprophets.com 



From: Action Request System discussion list(ARSList) [mailto: 
arslist@ARSLIST.ORG ] On Behalf Of McManus Michael A SSgt HQ 754 ELSG/DOMH
Sent: Friday, May 02, 2008 12:33 PM
To: arslist@ARSLIST.ORG
Subject: Adjusting Menu Access with Workflow?

 

Listers,

On our Incident form, we apparently have some users with access to 
the Modify All command through the Actions Menu.  If I go to the view 
properties on the Incident form, on the menu access tab, Modify All is 
unchecked.  Is there a way to override that setting with workflow in some way? 
I canʼt imagine another way for an analyst to access that.  (Delete is also 
checked in the menu access tab but only Administrators have access to the 
Delete function).

 

ARS 5.1.2

SQL 2K

Server 2003

 

Thanks much,

 

Michael A. McManus, SSgt, USAF

Remedy Developer

HQ 754 ELSG/DOMH

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Re: Timezone info in date/time fields

[Thomas Bean]

There is no display option to show the time zone of the client, but you can 
calculate this pretty easily.

  1.. Set a date/time field to the value "01/01/1970 12:00:00 AM".
  2.. Set an integer field to the value of the date/time field.

The result will be the number of seconds offset from GMT in the client's time 
zone (it will only equal zero if the client is in the GMT time zone).  You can 
divide this number by 3600 (the number of seconds in one hour) to get the 
number of hours offset from GMT.  If you want to translate that number to an 
actual time zone abbreviation, you could build a lookup form with all of the 
offset values for each time zone, and set the time zone abbreviation from the 
lookup form.

Keep in mind, this would not account for seasonal daylight saving time 
adjustments.

HTH,

Thomas

  - Original Message - 
  From: PARIJ, Arkadi (Arkadi) 
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Thursday, May 01, 2008 8:30 PM
  Subject: Re: Timezone info in date/time fields


  ** 
  Hi Fred,

  Thanks for your reply.

  However, my question is more related to the display format of the date/time 
field and whether it is possible to include not only date and time information 
but timezone of the client as well.

   

  Regards,

   

  Arkadi 


--

  From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of Grooms, Frederick W
  Sent: Thursday, May 01, 2008 11:17 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Timezone info in date/time fields

   

  No, because the date and time are displayed in the timezone of the person 
viewing the data.

   

  i.e.  A person viewing the diary data in New York would see (assuming a 5 
hour offset from your GMT examle ;)

  04/10/2008 9:36:20 AR_ESCALATOR

A person in Chicago would see

  04/10/2008 8:36:20 AR_ESCALATOR


  Fred 

   


--

  From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of Parij, Arkadi (Arkadi)
  Sent: Wednesday, April 30, 2008 6:27 PM
  To: arslist@ARSLIST.ORG
  Subject: Timezone info in date/time fields

  Hi All,

  Is there a way to configure WUT to set the date/time format to include the 
timezone information?

   

  For example, currently the timestamp and user name in a Diary field are 
displayed as follows:

  04/10/2008 14:36:20 AR_ESCALATOR

   

  The preferred format would be:

  04/10/2008 14:36:20 GMT AR_ESCALATOR

   

  Thanks.

   

  Arkadi 

   

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ITSM 7 Operational Categorizations

[Rick Cook]

I wish I had published this last year, but better late than never, I
suppose.  This is a link to a paper I just wrote up on how to set up
Operational Categorizations in ITSM 7.  Not a procedural manual like BMC
provides, but one that actually gives an example of values that one might
use, and instructions on how to keep the lists short.

I used it once at a customer site, and it seemed to work well.  A few others
have begun to make use of it as well, so I thought I would formalize it and
make it available to anyone who might gain from it.

http://developer.bmc.com/jiveProd/entry!default.jspa?categoryID=861&externalID=3231&fromSearchPage=true

Rick

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Re: Adjusting Menu Access with Workflow?

[Gary Opela (Corporate)]

Oh, good idea!

 

Thanks,

 

Gary Opela, Jr., RSP

Remedy Engineer

Leader Communications, Inc.

http://www.5pointleader.com

http://www.lcibest.com

Best Product, Best People, Best PriceTM

An ISO 9001:2000 Certified, CMMI® Level 3 Rated Company



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Danaceau, Chris
Sent: Friday, May 02, 2008 12:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Adjusting Menu Access with Workflow?

 

Or, fight fire with fire.  write a filter that fires on the "SET ALL" operation 
to throw an error.  Exclude Administrators or any other relevant permission 
groups. 

 

$OPERATION$ = "SET ALL"

 

-- 

Chris Danaceau

 

This e-mail and its attachments are confidential and solely for the intended 
addressee(s). Do not share or use them without Fannie Mae’s approval. If 
received in error, contact the sender and delete them.

 

 



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Gary Opela (Corporate)
Sent: Friday, May 02, 2008 1:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Adjusting Menu Access with Workflow?

Can you write a macro to do a bulk-modify operation from the client?


Check their macros.

 

Thanks,

 

Gary Opela, Jr., RSP

Remedy Engineer

Leader Communications, Inc.

http://www.5pointleader.com

http://www.lcibest.com

Best Product, Best People, Best PriceTM

An ISO 9001:2000 Certified, CMMI Level 3 Rated Company



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Phil Murnane
Sent: Friday, May 02, 2008 11:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: Adjusting Menu Access with Workflow?

 

SSgt McManus:

I'm not sure if this is possible, but it wouldn't hurt to verify that the users 
who can see the Modify All option haven't customized the views on their 
workstations.  To do this, delete all *.arv and *.arf files on the PC's Remedy 
User cache folder.

--Phil

Phil Murnane
Software Engineer, Allegiant Technology
Email: [EMAIL PROTECTED]
Office: 928-445-5574

- Original Message 
From: Scott Parrish <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Friday, May 2, 2008 9:36:13 AM
Subject: Re: Adjusting Menu Access with Workflow?

** 

Michael,

Make sure that all views of the form have the Modify All unchecked.

 

Scott Parrish
IT Prophets, LLC
(770) 653-5203
www.itprophets.com 



From: Action Request System discussion list(ARSList) [mailto: 
arslist@ARSLIST.ORG ] On Behalf Of McManus Michael A SSgt HQ 754 ELSG/DOMH
Sent: Friday, May 02, 2008 12:33 PM
To: arslist@ARSLIST.ORG
Subject: Adjusting Menu Access with Workflow?

 

Listers,

On our Incident form, we apparently have some users with access to 
the Modify All command through the Actions Menu.  If I go to the view 
properties on the Incident form, on the menu access tab, Modify All is 
unchecked.  Is there a way to override that setting with workflow in some way? 
I canʼt imagine another way for an analyst to access that.  (Delete is also 
checked in the menu access tab but only Administrators have access to the 
Delete function).

 

ARS 5.1.2

SQL 2K

Server 2003

 

Thanks much,

 

Michael A. McManus, SSgt, USAF

Remedy Developer

HQ 754 ELSG/DOMH

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Re: ITSM 7 Operational Categorizations

[Gayford, Matthew C.]

Rick,

 

This is a great piece of literature. I wish I had this doc when I went
through our implementation!

 

Great work.

 

-Matt

 

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

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Friday, May 02, 2008 2:21 PM
To: arslist@ARSLIST.ORG
Subject: ITSM 7 Operational Categorizations

 

** I wish I had published this last year, but better late than never, I
suppose.  This is a link to a paper I just wrote up on how to set up
Operational Categorizations in ITSM 7.  Not a procedural manual like BMC
provides, but one that actually gives an example of values that one
might use, and instructions on how to keep the lists short.

I used it once at a customer site, and it seemed to work well.  A few
others have begun to make use of it as well, so I thought I would
formalize it and make it available to anyone who might gain from it.

http://developer.bmc.com/jiveProd/entry!default.jspa?categoryID=861&exte
rnalID=3231&fromSearchPage=true
 

Rick
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Re: Timezone info in date/time fields

[Thomas Bean]

One other note -- if the client and the AR Server are not in the same time 
zone, make sure these set fields actions are performed in an active link (NOT 
in a filter).

--Thomas

  - Original Message - 
  From: Thomas Bean 
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Friday, May 02, 2008 1:00 PM
  Subject: Re: Timezone info in date/time fields


  ** 
  There is no display option to show the time zone of the client, but you can 
calculate this pretty easily.

1.. Set a date/time field to the value "01/01/1970 12:00:00 AM". 
2.. Set an integer field to the value of the date/time field.

  The result will be the number of seconds offset from GMT in the client's time 
zone (it will only equal zero if the client is in the GMT time zone).  You can 
divide this number by 3600 (the number of seconds in one hour) to get the 
number of hours offset from GMT.  If you want to translate that number to an 
actual time zone abbreviation, you could build a lookup form with all of the 
offset values for each time zone, and set the time zone abbreviation from the 
lookup form.

  Keep in mind, this would not account for seasonal daylight saving time 
adjustments.

  HTH,

  Thomas

- Original Message - 
From: PARIJ, Arkadi (Arkadi) 
Newsgroups: gmane.comp.crm.arsystem.general
To: arslist@ARSLIST.ORG 
Sent: Thursday, May 01, 2008 8:30 PM
Subject: Re: Timezone info in date/time fields


** 
Hi Fred,

Thanks for your reply.

However, my question is more related to the display format of the date/time 
field and whether it is possible to include not only date and time information 
but timezone of the client as well.

 

Regards,

 

Arkadi 




From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Thursday, May 01, 2008 11:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Timezone info in date/time fields

 

No, because the date and time are displayed in the timezone of the person 
viewing the data.

 

i.e.  A person viewing the diary data in New York would see (assuming a 5 
hour offset from your GMT examle ;)

04/10/2008 9:36:20 AR_ESCALATOR

  A person in Chicago would see

04/10/2008 8:36:20 AR_ESCALATOR


Fred 

 




From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of Parij, Arkadi (Arkadi)
Sent: Wednesday, April 30, 2008 6:27 PM
To: arslist@ARSLIST.ORG
Subject: Timezone info in date/time fields

Hi All,

Is there a way to configure WUT to set the date/time format to include the 
timezone information?

 

For example, currently the timestamp and user name in a Diary field are 
displayed as follows:

04/10/2008 14:36:20 AR_ESCALATOR

 

The preferred format would be:

04/10/2008 14:36:20 GMT AR_ESCALATOR

 

Thanks.

 

Arkadi 

 

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Qualification question

[Brittain, Mark]

Hi All & TGIF,

Has anyone seen this in a qualification?

'TR.Assigned Person' =  "@"

If so can you tell me what it is about?

Thanks
Mark

Mark Brittain
Remedy Developer
NaviSite ESM Operations
315-453-2912 x5418 (Office)
315-317-2897 (Cell)


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Q: Application-Query-Delete-Entry

[Tadeu Augusto Dutra Pinto]

Has anybody used "Application-Query-Delete-Entry" ?
 
Here are an example by Help of Admin Tool:
 
Application-Query-Delete-Entry "ABC DEF" 'User Name' = "Fred"
I would like to know if is possible to to something like this:
Application-Query-Delete-Entry "ABC DEF" 'User Name' = $Name$
 
Using a variable of another form...
 
Any tips ?
Thanks
Tadeu Augusto Dutra Pinto
-
IT Web Services ATM 
Cinq Technologies
http://www.cinq.com.br 
[EMAIL PROTECTED]  
Fone: 41 3018-2833 - Cinq
-
Confiabilidade, Inovação e Qualidade em T.I.

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Re: Q: Application-Query-Delete-Entry

[Andrew Fremont]

Yes, You could use this command from the Run Process or the setfield action
and define a qualification with values to be determined at run time.
Here is one of sample that works

Application-Query-Delete-Entry "AR System Email Attachments" ('18254' <= 1
AND '179' = "$Destination ID$")

AF

On Fri, May 2, 2008 at 11:51 AM, Tadeu Augusto Dutra Pinto <
[EMAIL PROTECTED]> wrote:

> **  Has anybody used "Application-Query-Delete-Entry" ?
>
> Here are an example by Help of Admin Tool:
>
>
> Application-Query-Delete-Entry "ABC DEF" 'User Name' = "Fred"
>
> I would like to know if is possible to to something like this:
>
> Application-Query-Delete-Entry "ABC DEF" 'User Name' = *$Name$*
>
> **
>
> Using a variable of another form...
>
>
>
> Any tips ?
>
> Thanks
>
>  *Tadeu Augusto Dutra Pinto*
> -
> IT Web Services ATM *Cinq Technologies*
> http://www.cinq.com.br
>
> [EMAIL PROTECTED]
>  *Fone: 41 3018-2833 - Cinq*
> -
>  *C*onfiabilidade, *In*ovação e *Q*ualidade em T.I.
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
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Re: Fwd: Mid-Tier 7.1.00 Patch 002 - Performance - UPDATE

[Michelle L]

Hello, Friends:

BMC Tech Support has been able to duplicate, have acknowledged the problem 
and are escalating to their third-tier engineers for further 
investigation.  (No bug number yet)

Thanks,
Michelle



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

05/01/2008 11:28 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Fwd: Mid-Tier 7.1.00 Patch 002 - Performance






** Hmmm, we depending on what patches are available and the specifics to 
this issue we may want not go directly to MT 7.1 on the new web server.

Forwarded conversation
Subject: Mid-Tier 7.1.00 Patch 002 - Performance


From: Michelle L <[EMAIL PROTECTED]>
Date: Wed, Apr 30, 2008 at 10:17 AM
To: arslist@arslist.org


** 
Hello, Friends: 

Anyone else experience this slowness on Mid-Tier 7.1.00 Patch 002?.  It's 
quite noticeable. 

We've noticed an interesting thing on Mid-Tier 7.1.00 Patch 002 (on both 
Apache Tomcat and Servlet Exec). 
It doesn't seem to matter what if the version of the ARS Server is 6.3 or 
7.1.0, the culprit seems to be this version of Mid-Tier (7.1.00 Patch 002) 

When selecting an item from a results list of let's say 1000+ records, the 
response time between record selections is roughly 6.87 - 12.18 seconds 
When selecting an item from the results list of about 200 records (same 
form), the response time between record selections is 1.02 seconds. 
(Selecting an item refers to a single click on the results list) 

For these we used SHR:People and performed a search using the same 
qualification in each environment. 

I performed a search on SHR:People using a Mid-Tier 7.1.00 Patch 002 
against an ARS 6.3 Patch 23 server 
Mid-Tier 7.1.00 Patch 002 > ARS 6.3 (SHR:People)   
Results list of 3300+, selecting a record yields a lag time of about  6.87 
seconds 
Results list of 73 , selecting a record  yields a lag time of 1.02 seconds 


I performed a search on SHR:People using a Mid-Tier 6.3.0 Patch 20 against 
the same  ARS 6.3 Patch 23 server 
Mid-Tier 6.3.0 Patch 20 --> ARS 6.3 P23 (SHR:People) 
Results list of 3300+, selecting a record yields a lag time of about 0.61 
seconds 
Results list of 73, selecting a record yields a lag time of 0.59 


I performed a search on SHR:People using a Mid-Tier 7.0.1 Patch 004 
against the same ARS 6.3 Patch 23 server 
Mid-Tier 7.0.1 patch 004 --> ARS 6.3 P23 SHR:People 
Results list of 3300+, selecting a record yields a lag time of 0.53 
seconds 
Results list of 73, selecting a record yields a lag time of 0.50 seconds 

I performed a search on CTM:People (yeah I know its different) using a 
Mid-Tier 7.1.00 Patch 002 against ARS 7.1.0 Patch 002 
Results list of 1000+, selecting a record yields a lag time of 12.18 
seconds 
Results list of 2, selecting a record yields a lag time of 1.87 seconds. 

Every bit of this points to an issue with Mid-Tier 7.1.00 Patch 002, 
whether it is pointing at a 6.3 server or a 7.1.0 patch 002 server.  And 
as I mentioned before the behavior is consistent no matter what form's 
results list we are selecting an entry from. 

Anyone? 
Thanks, 
Michelle 

Environment 
Windows 2003, IIS 6, Apache Tomcat or Servlet Exec 
Windows 2003, SQL Server 2000 for ARS 6.3, SQL Server 2005 for ARS 7.1.0 
Patch 002. 

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From: strauss <[EMAIL PROTECTED]>
Date: Wed, Apr 30, 2008 at 10:39 AM
To: arslist@arslist.org


** 
I guess so... when I open a list of all Incidents (726 records) and click 
on any one of them, anywhere in the list, it blacks out - then displays 
the record in 7 seconds consistently.  It was about 6 seconds on a 
returned list of 1000 of the 142,869 records in CTM:People.
 
Did you measure faster times for mid-tier 7.1.00.001 or 7.1.00??  I'm not 
sure that they were any faster, and even if they were, I need the 
corrected Safari 3.x compatibility and persistent prefetch file that 
survives tomcat crashes that are in patch 002 more than I need better 
speed.  It would certainly point to something that needs to be improved in 
7.1.00.003

Re: Qualification question

[Carey Matthew Black]

Mark,

If you have not given this section of the doc a read recently.. then
it would be a good idea too...

BasicGuide-630.pdf pg: 520 the section titled:
   "The Notify filter or escalation action"


Also note that I think there was a "feature" (maybe of negative
utility, or maybe you prefer calling it a "bug"? ) that would send the
notification to _all_ defined users in the User form, (or something
like that) that may have been triggered by a value of "@", or "." or
"-" or "0"(zero). However, I did not remember the details at the
moment. (So maybe it is related to something like that?)

HTH.

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

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


On Fri, May 2, 2008 at 2:33 PM, Brittain, Mark <[EMAIL PROTECTED]> wrote:
> Hi All & TGIF,
>
>  Has anyone seen this in a qualification?
>
>  'TR.Assigned Person' =  "@"
>
>  If so can you tell me what it is about?
>
>  Thanks
>  Mark
>
>  Mark Brittain
>  Remedy Developer
>  NaviSite ESM Operations
>  315-453-2912 x5418 (Office)
>  315-317-2897 (Cell)

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Re: ITSM 7 Operational Categorizations

[Brian Gillock]

Thank you very much Rick!!! 

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Friday, May 02, 2008 11:21 AM
To: arslist@ARSLIST.ORG
Subject: ITSM 7 Operational Categorizations

 

** I wish I had published this last year, but better late than never, I
suppose.  This is a link to a paper I just wrote up on how to set up
Operational Categorizations in ITSM 7.  Not a procedural manual like BMC
provides, but one that actually gives an example of values that one might
use, and instructions on how to keep the lists short.

I used it once at a customer site, and it seemed to work well.  A few others
have begun to make use of it as well, so I thought I would formalize it and
make it available to anyone who might gain from it.
 
 
http://developer.bmc.com/jiveProd/entry!default.jspa?categoryID=861&external
ID=3231&fromSearchPage=true

Rick
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Re: Timezone info in date/time fields

[Thomas Bean]

One caveat that I just noticed -- this method of calculating the time zone will 
only work for time zones with a negative offset from GMT (i.e., west of the 
Prime Meridian and east of the International Date Line).  For time zones with a 
positive offset from GMT, the date value of "1/1/1970 12:00:00 AM" would 
represent a time prior to the epoch.  When I tested the process with a client 
time zone setting of GMT +8 hours, the integer field was set to a value of "1", 
which is not accurate.  To overcome this limitation, here is an alternate 
method that should work for any time zone:

  1.. Set a date/time field to the value "01/02/1970 12:00:00 AM" (That's 
January 2nd, *not* February 1st, for those outside the U.S.) ;-)
  2.. Set an integer field to the value in the date/time field.
  3.. Subtract 86400 (the number of seconds in one day) from the value in the 
integer field.
  4.. Divide the value in the integer field by -3600 (I recommend setting the 
resulting value to a decimal field, since not all time zones are offset from 
GMT by a whole number of hours).


Here are a couple examples that I tested:

Client Time Zone:  (GMT -06:00) Central Time (US & Canada)
  a.. 1/2/1970 12:00:00 AM = integer value of 108000 seconds
  b.. 108000 - 86400 = 21600 seconds
  c.. 21600 / -3600 = -6 hours

Client Time Zone:  (GMT +08:00) Perth
  a.. 1/2/1970 12:00:00 AM = integer value of 57600 seconds
  b.. 57600 - 86400 = -28800 seconds
  c.. -28800 / -3600 = +8 hours



--Thomas

  - Original Message - 
  From: Thomas Bean 
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Friday, May 02, 2008 6:29 AM
  Subject: Re: Timezone info in date/time fields


  ** 
  One other note -- if the client and the AR Server are not in the same time 
zone, make sure these set fields actions are performed in an active link (NOT 
in a filter).

  --Thomas

- Original Message - 
From: Thomas Bean 
Newsgroups: gmane.comp.crm.arsystem.general
To: arslist@ARSLIST.ORG 
Sent: Friday, May 02, 2008 1:00 PM
Subject: Re: Timezone info in date/time fields


** 
There is no display option to show the time zone of the client, but you can 
calculate this pretty easily.

  1.. Set a date/time field to the value "01/01/1970 12:00:00 AM". 
  2.. Set an integer field to the value of the date/time field.

The result will be the number of seconds offset from GMT in the client's 
time zone (it will only equal zero if the client is in the GMT time zone).  You 
can divide this number by 3600 (the number of seconds in one hour) to get the 
number of hours offset from GMT.  If you want to translate that number to an 
actual time zone abbreviation, you could build a lookup form with all of the 
offset values for each time zone, and set the time zone abbreviation from the 
lookup form.

Keep in mind, this would not account for seasonal daylight saving time 
adjustments.

HTH,

Thomas

  - Original Message - 
  From: PARIJ, Arkadi (Arkadi) 
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Thursday, May 01, 2008 8:30 PM
  Subject: Re: Timezone info in date/time fields


  ** 
  Hi Fred,

  Thanks for your reply.

  However, my question is more related to the display format of the 
date/time field and whether it is possible to include not only date and time 
information but timezone of the client as well.

   

  Regards,

   

  Arkadi 


--

  From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of Grooms, Frederick W
  Sent: Thursday, May 01, 2008 11:17 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Timezone info in date/time fields

   

  No, because the date and time are displayed in the timezone of the person 
viewing the data.

   

  i.e.  A person viewing the diary data in New York would see (assuming a 5 
hour offset from your GMT examle ;)

  04/10/2008 9:36:20 AR_ESCALATOR

A person in Chicago would see

  04/10/2008 8:36:20 AR_ESCALATOR


  Fred 

   


--

  From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of Parij, Arkadi (Arkadi)
  Sent: Wednesday, April 30, 2008 6:27 PM
  To: arslist@ARSLIST.ORG
  Subject: Timezone info in date/time fields

  Hi All,

  Is there a way to configure WUT to set the date/time format to include 
the timezone information?

   

  For example, currently the timestamp and user name in a Diary field are 
displayed as follows:

  04/10/2008 14:36:20 AR_ESCALATOR

   

  The preferred format would be:

  04/10/2008 14:36:20 GMT AR_ESCALATOR

   

  Thanks.

   

  Arkadi 

Re: ITSM 7 Operational Categorizations

[Howard Richter]

I thank you as well.

Have a good weekend,

hbr

On Fri, May 2, 2008 at 4:10 PM, Brian Gillock <[EMAIL PROTECTED]>
wrote:

> **
>
> Thank you very much Rick!!!
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Rick Cook
> *Sent:* Friday, May 02, 2008 11:21 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* ITSM 7 Operational Categorizations
>
>
>
> ** I wish I had published this last year, but better late than never, I
> suppose.  This is a link to a paper I just wrote up on how to set up
> Operational Categorizations in ITSM 7.  Not a procedural manual like BMC
> provides, but one that actually gives an example of values that one might
> use, and instructions on how to keep the lists short.
>
> I used it once at a customer site, and it seemed to work well.  A few
> others have begun to make use of it as well, so I thought I would formalize
> it and make it available to anyone who might gain from it.
>
>
> http://developer.bmc.com/jiveProd/entry!default.jspa?categoryID=861&externalID=3231&fromSearchPage=true
>
> Rick
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
>  __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
>



-- 
Howard Richter
Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified
E-Mail = [EMAIL PROTECTED]
Resume = http://www.richter-home.net/resume/
LinkedIn Profile = http://www.linkedin.com/in/hbr4270

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ITSM 7 Archiving

[strauss]

As an inadequate substitute for the Friday humor that no one seems to be
finding time for, I'll ask a question about ITSM 7 archiving that's
bound to draw horse laughs from the custom app crowd.

Those of you who have had ITSM 7 busily collecting data in production
for a while, or who have already tacked this since table maintenance is
not built into the product:

Which forms have you found it necessary to set up archiving (or record
pruning) for, and how have you done so (the built-in ARS form archiving,
custom archiving, simple periodic deletions, etc.)???  AR System Email
Messages looks like a necessary candidate in order to keep the email
engine happy, but what about the myriad "hidden behind the scenes" forms
that seem to be a hallmark of this application?

I know some of you have thought about it, since there were some postings
a week or two ago about how to get SQL reports of the record counts in
the various tables.

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

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