Midtier prefetch
Hi List,
Midtier Version 7.0.01 Patch 005
Couple of question concerting prefetch utility
Is it possible to prefetch form with more than one user context?
Attempts to put another user within user-name or prefetch-user tags
produce such errror:
There can be only one child element {
http://www.bmc.com/remedy/midtier/midtier}user-namehttp://www.bmc.com/remedy/midtier/midtier%7Duser-nameof
element {
http://www.bmc.com/remedy/midtier/midtier}prefetch-userhttp://www.bmc.com/remedy/midtier/midtier%7Dprefetch-user
Having this as a true, can we somehow indicate which view to prefetch?
What an account to use: ARS admin, non-admin?, while is only one available?
Next issue:
While such entry:
prefetch-form
form-nameAST:Asset Management Console/form-name
/prefetch-form
gives me log like this:
successful prefetch - server:rem||form:AST:Asset Management
Console||username:user||appname:null||view:null||locale:en_US||timezone:null
took 266 milliseconds
I can't seem to find any trace of application prefetching (with entry like
this:)
prefetch-app
app-nameRemedy Asset Management/app-name
/prefetch-app
thanks,
Marek
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Re: Midtier prefetch
You can use several levels of user, but you need completely separate
sections in the xml file for each; I use 3, one for an admin account,
one for a support manager, and one for a bare-bones support account (see
sections below). If customers had access to mid-tier (ours use Kinetic
Request), I would need another for customer-level access. Basically get
one file working, then duplicate that as a new section for the new user.
?xml version=1.0 encoding=UTF-8?
midtier-prefetch-config
xmlns=http://www.bmc.com/remedy/midtier/midtier;
prefetch-user
user-nameappadmin/user-name
localeen_US/locale
prefetch-server
server-namearserver.unt.edu/server-name
prefetch-form
form-nameAP:Alternate/form-name
/prefetch-form
---snip
/prefetch-server
/prefetch-user
prefetch-user
user-namemanager/user-name
localeen_US/locale
prefetch-server
---snip
/prefetch-server
/prefetch-user
prefetch-user
user-namesupportstaff/user-name
localeen_US/locale
prefetch-server
---snip
prefetch-form
form-nameHPD:HelpDesk-Archive/form-name
/prefetch-form
/prefetch-server
/prefetch-user
/midtier-prefetch-config
At some point application pre-fetch was discontinued... it definitely is
not supported in 7.1. I have no idea at what patch level in 7.0.01 it
may have been removed except that it was after patch 003.
I cannot help on the views - I think they are all cached, which may
explain why so many fields in ITSM 7 were removed from ALL views, and
the number of views is limited (compared to previous versions).
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Marek Marek
Sent: Wednesday, June 25, 2008 2:54 AM
To: arslist@ARSLIST.ORG
Subject: Midtier prefetch
**
Hi List,
Midtier Version 7.0.01 Patch 005
Couple of question concerting prefetch utility
Is it possible to prefetch form with more than one user context?
Attempts to put another user within user-name or prefetch-user tags
produce such errror:
There can be only one child element
{http://www.bmc.com/remedy/midtier/midtier}user-name
http://www.bmc.com/remedy/midtier/midtier%7Duser-name of element
{http://www.bmc.com/remedy/midtier/midtier}prefetch-user
http://www.bmc.com/remedy/midtier/midtier%7Dprefetch-user
Having this as a true, can we somehow indicate which view to prefetch?
What an account to use: ARS admin, non-admin?, while is only one
available?
Next issue:
While such entry:
prefetch-form
form-nameAST:Asset Management Console/form-name
/prefetch-form
gives me log like this:
successful prefetch - server:rem||form:AST:Asset Management
Console||username:user||appname:null||view:null||locale:en_US||timezone:
null took 266 milliseconds
I can't seem to find any trace of application prefetching (with entry
like this:)
prefetch-app
app-nameRemedy Asset Management/app-name
/prefetch-app
thanks,
Marek
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Renaming a company in ITSM 7
Hey everyone- I've been asked to look into renaming a few companies in our system. It's not something you can just do from the company form obviously...has anyone had any experience trying this? Will I just end up having to create new companies and setting all the people associated with the old ones to the new companies? ITSM 7.0 Thanks, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Archiving Stopped? RESOLVED
Hi All, Turns out that the reason the archiving had stopped was due to a lack of tablespace. If anyone wants more details, let me know. Chintan, Kelly, John - thank you for your responses. Mark From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kelly Heikkila Sent: Monday, June 23, 2008 10:44 AM To: arslist@ARSLIST.ORG Subject: Re: Archiving Stopped? Have you added any real data fields to your form recently? We have found that when the base form and the archiving form are not in sync, archiving stops without any errors/warnings. We are now adding Help fields to some of our admin/config areas in our products to show when the last archiving took place and how many records have been archived to help spot these problems easier. Kelly Heikkila Kinetic Data, Inc. On Jun 23, 2008, at 9:19 AM, Reiser, John J wrote: ** Mark, Have you recently added an escalation that may be updating the tickets? Even Closed ones? That would prevent the Modified Date from ever getting close to your qualification. Maybe you could change it to Status-History.Closed-Cancelled.TIME in place of the Modified Date. Just a thought. 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 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Brittain, Mark Sent: Monday, June 23, 2008 9:35 AM To: arslist@ARSLIST.ORG Subject: Re: Archiving Stopped? ** HI Chintan, Here is the qualification. I will look at the filter logs as you have suggested. ( 'Status' = Closed-Cancelled) AND ( 'Modified-date' = ($DATE$ - (((60 * 60) * 24) * 325))) Thanks Mark From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Chintan Shah Sent: Friday, June 20, 2008 5:06 PM To: arslist@ARSLIST.ORG Subject: Re: Archiving Stopped? ** If you have enabled filter logging, you can see AR_ARCHIVOR entry in the filter logs when archiving starts. So, filter logs might help. What is qualification criteria for the archiving? Thanks Chintan. Brittain, Mark [EMAIL PROTECTED] wrote: Hi All TGIF, I noticed the other day that archiving has stopped on one of my forms. The archiving (copy delete from source)had been performing well months. The archiving runs at 11:00PM. I turned on threads logging and have not found anything there. I had hoped to get something from the arerror.log but there has not been an update since April 15th. Anybody have any ideas or suggestions? ARS 6.3 patch 20 SunOS 5.9 Oracle 9.2 Thanks Mark Mark Brittain Remedy Developer NaviSite ESM Operations 315-453-2912 x5418 (Office) 315-317-2897 (Cell) This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ 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. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Renaming a company in ITSM 7
The only other option is to create a nickname for the company, and use that. I remember them telling us to do that in class, because you can change the nickname whenever you want with no real impact, but you cannot change the name without having to redo your entire config data, because all of the records for Company A have that hard-coded in them. Rick On Wed, Jun 25, 2008 at 7:03 AM, Moore, Christopher Allen [EMAIL PROTECTED] wrote: ** Hey everyone- I've been asked to look into renaming a few companies in our system. It's not something you can just do from the company form obviously…has anyone had any experience trying this? Will I just end up having to create new companies and setting all the people associated with the old ones to the new companies? ITSM 7.0 Thanks, Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Renaming a company in ITSM 7
At UserWorld 2007, BMC promised a utility to do this; they have yet to deliver it. I expect to see it sometime after they fix the bugs in patch 9002 (and now 9004), so we are already talking years, not just months. So far, we have had to use the manual method that you described. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen Sent: Wednesday, June 25, 2008 9:04 AM To: arslist@ARSLIST.ORG Subject: Renaming a company in ITSM 7 ** Hey everyone- I've been asked to look into renaming a few companies in our system. It's not something you can just do from the company form obviously...has anyone had any experience trying this? Will I just end up having to create new companies and setting all the people associated with the old ones to the new companies? ITSM 7.0 Thanks, Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Renaming a company in ITSM 7
Thanks Rick- that's what I figured but I figured it was worth asking... Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, June 25, 2008 9:20 AM To: arslist@ARSLIST.ORG Subject: Re: Renaming a company in ITSM 7 ** The only other option is to create a nickname for the company, and use that. I remember them telling us to do that in class, because you can change the nickname whenever you want with no real impact, but you cannot change the name without having to redo your entire config data, because all of the records for Company A have that hard-coded in them. Rick On Wed, Jun 25, 2008 at 7:03 AM, Moore, Christopher Allen [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: ** Hey everyone- I've been asked to look into renaming a few companies in our system. It's not something you can just do from the company form obviously...has anyone had any experience trying this? Will I just end up having to create new companies and setting all the people associated with the old ones to the new companies? ITSM 7.0 Thanks, Chris __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are html___ __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
Patch 9002
FYI: There is a new version of 9002, dated May 22nd, on BMC's site. --- J.T. Shyman _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Wednesday, June 25, 2008 10:23 AM To: arslist@ARSLIST.ORG Subject: Re: Renaming a company in ITSM 7 At UserWorld 2007, BMC promised a utility to do this; they have yet to deliver it. I expect to see it sometime after they fix the bugs in patch 9002 (and now 9004), so we are already talking years, not just months. So far, we have had to use the manual method that you described. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ http://itsm.unt.edu/ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Renaming a company in ITSM 7
I talked to BMC yesterday and they say the tool is in testing and should be out soon. However they would not define what soon is. Howard On 6/25/08, Moore, Christopher Allen [EMAIL PROTECTED] wrote: ** Thanks Rick- that's what I figured but I figured it was worth asking… Chris -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Rick Cook *Sent:* Wednesday, June 25, 2008 9:20 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Renaming a company in ITSM 7 ** The only other option is to create a nickname for the company, and use that. I remember them telling us to do that in class, because you can change the nickname whenever you want with no real impact, but you cannot change the name without having to redo your entire config data, because all of the records for Company A have that hard-coded in them. Rick On Wed, Jun 25, 2008 at 7:03 AM, Moore, Christopher Allen [EMAIL PROTECTED] wrote: ** Hey everyone- I've been asked to look into renaming a few companies in our system. It's not something you can just do from the company form obviously…has anyone had any experience trying this? Will I just end up having to create new companies and setting all the people associated with the old ones to the new companies? ITSM 7.0 Thanks, Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [EMAIL PROTECTED] LinkedIn Profile = http://www.linkedin.com/in/hbr4270 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Renaming a company in ITSM 7
Seems like there ought to be a way to quickly export, modify, and import the config data with the new company name in it, and that it wouldn't take all that long to create. Chris, did you use some automated setup for this; perhaps one of the ITSM data import utilities? Or are there other concerns that that approach would miss or mishandle? Rick On Wed, Jun 25, 2008 at 7:23 AM, Moore, Christopher Allen [EMAIL PROTECTED] wrote: ** Thanks Rick- that's what I figured but I figured it was worth asking… Chris -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Rick Cook *Sent:* Wednesday, June 25, 2008 9:20 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Renaming a company in ITSM 7 ** The only other option is to create a nickname for the company, and use that. I remember them telling us to do that in class, because you can change the nickname whenever you want with no real impact, but you cannot change the name without having to redo your entire config data, because all of the records for Company A have that hard-coded in them. Rick On Wed, Jun 25, 2008 at 7:03 AM, Moore, Christopher Allen [EMAIL PROTECTED] wrote: ** Hey everyone- I've been asked to look into renaming a few companies in our system. It's not something you can just do from the company form obviously…has anyone had any experience trying this? Will I just end up having to create new companies and setting all the people associated with the old ones to the new companies? ITSM 7.0 Thanks, Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Renaming a company in ITSM 7
Rick, I didn't have any specific concerns- just trying to do this in a non-tedious way. As I can see it (and the way I've been told this was done here previously) is that a new company is created, people who belong to the 'old' company are set to the new company, tickets are set to the new company, and user access restrictions are set to both companies (in case something was missed). We're doing it Friday- there are four of us working on it- one for each company that needs to be renamed, so it hopefully won't take too long. Thanks! Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, June 25, 2008 9:40 AM To: arslist@ARSLIST.ORG Subject: Re: Renaming a company in ITSM 7 ** Seems like there ought to be a way to quickly export, modify, and import the config data with the new company name in it, and that it wouldn't take all that long to create. Chris, did you use some automated setup for this; perhaps one of the ITSM data import utilities? Or are there other concerns that that approach would miss or mishandle? Rick On Wed, Jun 25, 2008 at 7:23 AM, Moore, Christopher Allen [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: ** Thanks Rick- that's what I figured but I figured it was worth asking... Chris From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Wednesday, June 25, 2008 9:20 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Renaming a company in ITSM 7 ** The only other option is to create a nickname for the company, and use that. I remember them telling us to do that in class, because you can change the nickname whenever you want with no real impact, but you cannot change the name without having to redo your entire config data, because all of the records for Company A have that hard-coded in them. Rick On Wed, Jun 25, 2008 at 7:03 AM, Moore, Christopher Allen [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: ** Hey everyone- I've been asked to look into renaming a few companies in our system. It's not something you can just do from the company form obviously...has anyone had any experience trying this? Will I just end up having to create new companies and setting all the people associated with the old ones to the new companies? ITSM 7.0 Thanks, Chris __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Patch 9002
That was fast - from January 2007 to May 2008 to get it fixed (and that is assuming that it has actually been fixed - guess I'll find out when we try to update the app when ITSM 7 patch 008 comes out). I would not have known unless you told me, because the issue I logged against it in February 2007 was closed as a defect in August 2007 with no known eta on the updated patch 9002 provided. With the issue closed, they have no mechanism to let you know when a fix has been released, and they have not mentioned an update in any of the BMC Software Customer Support Notices (and I just went back and looked at the 3 from May and 6 from June). Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Wednesday, June 25, 2008 9:33 AM To: arslist@ARSLIST.ORG Subject: Patch 9002 ** FYI: There is a new version of 9002, dated May 22nd, on BMC's site. --- J.T. Shyman _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Wednesday, June 25, 2008 10:23 AM To: arslist@ARSLIST.ORG Subject: Re: Renaming a company in ITSM 7 At UserWorld 2007, BMC promised a utility to do this; they have yet to deliver it. I expect to see it sometime after they fix the bugs in patch 9002 (and now 9004), so we are already talking years, not just months. So far, we have had to use the manual method that you described. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ http://itsm.unt.edu/ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Renaming a company in ITSM 7
Maybe we need an offical way from BMC, before they come out with the tool. Howard On 6/25/08, Rick Cook [EMAIL PROTECTED] wrote: ** Seems like there ought to be a way to quickly export, modify, and import the config data with the new company name in it, and that it wouldn't take all that long to create. Chris, did you use some automated setup for this; perhaps one of the ITSM data import utilities? Or are there other concerns that that approach would miss or mishandle? Rick On Wed, Jun 25, 2008 at 7:23 AM, Moore, Christopher Allen [EMAIL PROTECTED] wrote: ** Thanks Rick- that's what I figured but I figured it was worth asking… Chris -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Rick Cook *Sent:* Wednesday, June 25, 2008 9:20 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Renaming a company in ITSM 7 ** The only other option is to create a nickname for the company, and use that. I remember them telling us to do that in class, because you can change the nickname whenever you want with no real impact, but you cannot change the name without having to redo your entire config data, because all of the records for Company A have that hard-coded in them. Rick On Wed, Jun 25, 2008 at 7:03 AM, Moore, Christopher Allen [EMAIL PROTECTED] wrote: ** Hey everyone- I've been asked to look into renaming a few companies in our system. It's not something you can just do from the company form obviously…has anyone had any experience trying this? Will I just end up having to create new companies and setting all the people associated with the old ones to the new companies? ITSM 7.0 Thanks, Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __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] LinkedIn Profile = http://www.linkedin.com/in/hbr4270 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Renaming a company in ITSM 7
This is what happens when (1) you use a column whose values change as a key and (2) you copy the same data all over the place. Axton Grams On Wed, Jun 25, 2008 at 10:48 AM, Moore, Christopher Allen [EMAIL PROTECTED] wrote: ** Rick, I didn't have any specific concerns- just trying to do this in a non-tedious way. As I can see it (and the way I've been told this was done here previously) is that a new company is created, people who belong to the 'old' company are set to the new company, tickets are set to the new company, and user access restrictions are set to both companies (in case something was missed). We're doing it Friday- there are four of us working on it- one for each company that needs to be renamed, so it hopefully won't take too long. Thanks! Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, June 25, 2008 9:40 AM To: arslist@ARSLIST.ORG Subject: Re: Renaming a company in ITSM 7 ** Seems like there ought to be a way to quickly export, modify, and import the config data with the new company name in it, and that it wouldn't take all that long to create. Chris, did you use some automated setup for this; perhaps one of the ITSM data import utilities? Or are there other concerns that that approach would miss or mishandle? Rick On Wed, Jun 25, 2008 at 7:23 AM, Moore, Christopher Allen [EMAIL PROTECTED] wrote: ** Thanks Rick- that's what I figured but I figured it was worth asking… Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, June 25, 2008 9:20 AM To: arslist@ARSLIST.ORG Subject: Re: Renaming a company in ITSM 7 ** The only other option is to create a nickname for the company, and use that. I remember them telling us to do that in class, because you can change the nickname whenever you want with no real impact, but you cannot change the name without having to redo your entire config data, because all of the records for Company A have that hard-coded in them. Rick On Wed, Jun 25, 2008 at 7:03 AM, Moore, Christopher Allen [EMAIL PROTECTED] wrote: ** Hey everyone- I've been asked to look into renaming a few companies in our system. It's not something you can just do from the company form obviously…has anyone had any experience trying this? Will I just end up having to create new companies and setting all the people associated with the old ones to the new companies? ITSM 7.0 Thanks, Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Renaming a company in ITSM 7
Sorry, I meant Chris Strauss, who said he has already done this. ;-) Was hoping he had some insight on any gotchas that the rest of us could benefit from. Rick On Wed, Jun 25, 2008 at 7:48 AM, Moore, Christopher Allen [EMAIL PROTECTED] wrote: ** Rick, I didn't have any specific concerns- just trying to do this in a non-tedious way. As I can see it (and the way I've been told this was done here previously) is that a new company is created, people who belong to the 'old' company are set to the new company, tickets are set to the new company, and user access restrictions are set to both companies (in case something was missed). We're doing it Friday- there are four of us working on it- one for each company that needs to be renamed, so it hopefully won't take too long. Thanks! Chris -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Rick Cook *Sent:* Wednesday, June 25, 2008 9:40 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Renaming a company in ITSM 7 ** Seems like there ought to be a way to quickly export, modify, and import the config data with the new company name in it, and that it wouldn't take all that long to create. Chris, did you use some automated setup for this; perhaps one of the ITSM data import utilities? Or are there other concerns that that approach would miss or mishandle? Rick On Wed, Jun 25, 2008 at 7:23 AM, Moore, Christopher Allen [EMAIL PROTECTED] wrote: ** Thanks Rick- that's what I figured but I figured it was worth asking… Chris -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Rick Cook *Sent:* Wednesday, June 25, 2008 9:20 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Renaming a company in ITSM 7 ** The only other option is to create a nickname for the company, and use that. I remember them telling us to do that in class, because you can change the nickname whenever you want with no real impact, but you cannot change the name without having to redo your entire config data, because all of the records for Company A have that hard-coded in them. Rick On Wed, Jun 25, 2008 at 7:03 AM, Moore, Christopher Allen [EMAIL PROTECTED] wrote: ** Hey everyone- I've been asked to look into renaming a few companies in our system. It's not something you can just do from the company form obviously…has anyone had any experience trying this? Will I just end up having to create new companies and setting all the people associated with the old ones to the new companies? ITSM 7.0 Thanks, Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Renaming a company in ITSM 7
Ah, ok :) no problem! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, June 25, 2008 10:06 AM To: arslist@ARSLIST.ORG Subject: Re: Renaming a company in ITSM 7 ** Sorry, I meant Chris Strauss, who said he has already done this. ;-) Was hoping he had some insight on any gotchas that the rest of us could benefit from. Rick On Wed, Jun 25, 2008 at 7:48 AM, Moore, Christopher Allen [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: ** Rick, I didn't have any specific concerns- just trying to do this in a non-tedious way. As I can see it (and the way I've been told this was done here previously) is that a new company is created, people who belong to the 'old' company are set to the new company, tickets are set to the new company, and user access restrictions are set to both companies (in case something was missed). We're doing it Friday- there are four of us working on it- one for each company that needs to be renamed, so it hopefully won't take too long. Thanks! Chris From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Wednesday, June 25, 2008 9:40 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Renaming a company in ITSM 7 ** Seems like there ought to be a way to quickly export, modify, and import the config data with the new company name in it, and that it wouldn't take all that long to create. Chris, did you use some automated setup for this; perhaps one of the ITSM data import utilities? Or are there other concerns that that approach would miss or mishandle? Rick On Wed, Jun 25, 2008 at 7:23 AM, Moore, Christopher Allen [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: ** Thanks Rick- that's what I figured but I figured it was worth asking... Chris From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Wednesday, June 25, 2008 9:20 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Renaming a company in ITSM 7 ** The only other option is to create a nickname for the company, and use that. I remember them telling us to do that in class, because you can change the nickname whenever you want with no real impact, but you cannot change the name without having to redo your entire config data, because all of the records for Company A have that hard-coded in them. Rick On Wed, Jun 25, 2008 at 7:03 AM, Moore, Christopher Allen [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: ** Hey everyone- I've been asked to look into renaming a few companies in our system. It's not something you can just do from the company form obviously...has anyone had any experience trying this? Will I just end up having to create new companies and setting all the people associated with the old ones to the new companies? ITSM 7.0 Thanks, Chris __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Patch 9002
As a sideline question - it was mentioned that 'patch 9002 was updated' - can you tell version numbers? can 'Patches have Patches' ?? - I would have expected 9002 to be 'retired' and 900X to be released. Robert On Wed, Jun 25, 2008 at 7:57 AM, strauss [EMAIL PROTECTED] wrote: ** That was fast – from January 2007 to May 2008 to get it fixed (and that is assuming that it has actually been fixed – guess I'll find out when we try to update the app when ITSM 7 patch 008 comes out). I would not have known unless you told me, because the issue I logged against it in February 2007 was closed as a defect in August 2007 with no known eta on the updated patch 9002 provided. With the issue closed, they have no mechanism to let you know when a fix has been released, and they have not mentioned an update in any of the BMC Software Customer Support Notices (and I just went back and looked at the 3 from May and 6 from June). Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *J.T. Shyman *Sent:* Wednesday, June 25, 2008 9:33 AM *To:* arslist@ARSLIST.ORG *Subject:* Patch 9002 ** FYI: There is a new version of 9002, dated May 22nd, on BMC's site. --- J.T. Shyman -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *strauss *Sent:* Wednesday, June 25, 2008 10:23 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Renaming a company in ITSM 7 At UserWorld 2007, BMC promised a utility to do this; they have yet to deliver it. I expect to see it sometime after they fix the bugs in patch 9002 (and now 9004), so we are already talking years, not just months. So far, we have had to use the manual method that you described. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- If it were not for the gutter, my mind would be homeless! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Patch 9002 (UNCLASSIFIED)
Classification: UNCLASSIFIED Caveats: NONE Fast probably means it's buggy!!! :) Sounds interesting though. I'll try it the next time I get a free moment (2010+) Gordon M. Frank Remedy Skilled Professional - 7.x ITIL V3 Foundation Certified DISA\Verizon FNS -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Wednesday, June 25, 2008 10:58 AM To: arslist@ARSLIST.ORG Subject: Re: Patch 9002 ** That was fast - from January 2007 to May 2008 to get it fixed (and that is assuming that it has actually been fixed - guess I'll find out when we try to update the app when ITSM 7 patch 008 comes out). I would not have known unless you told me, because the issue I logged against it in February 2007 was closed as a defect in August 2007 with no known eta on the updated patch 9002 provided. With the issue closed, they have no mechanism to let you know when a fix has been released, and they have not mentioned an update in any of the BMC Software Customer Support Notices (and I just went back and looked at the 3 from May and 6 from June). Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Wednesday, June 25, 2008 9:33 AM To: arslist@ARSLIST.ORG Subject: Patch 9002 ** FYI: There is a new version of 9002, dated May 22nd, on BMC's site. --- J.T. Shyman From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Wednesday, June 25, 2008 10:23 AM To: arslist@ARSLIST.ORG Subject: Re: Renaming a company in ITSM 7 At UserWorld 2007, BMC promised a utility to do this; they have yet to deliver it. I expect to see it sometime after they fix the bugs in patch 9002 (and now 9004), so we are already talking years, not just months. So far, we have had to use the manual method that you described. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ http://itsm.unt.edu/ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Classification: UNCLASSIFIED Caveats: NONE ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Push to External DB
Hey Listers, I'm hoping this is an easy question that only I don't know the answer to. Is there a way to push data into an external database (SQL Server 2005) without using a view form or web service? I don't want to use a view form because of the maintenance associated with it. Thanks! Brian ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Push to External DB
A direct SQL statement from a filter should work, provided the aradmin account in the Remedy database has access/permissions to the other database Guillaume -Original Message- From: Action Request System discussion list(ARSList) on behalf of Brian Gillock Sent: Wed 06/25/08 11:05 AM To: arslist@ARSLIST.ORG Subject: Push to External DB Hey Listers, I'm hoping this is an easy question that only I don't know the answer to. Is there a way to push data into an external database (SQL Server 2005) without using a view form or web service? I don't want to use a view form because of the maintenance associated with it. Thanks! Brian ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Renaming a company in ITSM 7
Hi-posting information for the University Christopher Strauss across the hall: Short Version: No way to change a company name once configured (because full fan-out is impracticable). Full Details: first-where a new company structure is required for any reason, I created the new company/groups/organizations, then moved effected support staff to the new company. Ensure that both home organization and support-group relationships are established to new company, and severed from old company. second-I de-activate the old company (probably 'offline'). third-modify/validate relationships for location, categorization(s), assignment/ownership rules. In the case of an already configured company where Incidents/Change Requests are present: they bear the old company name. We have not found a convenient way to migrate those records to the new company, short of a utility from BMC (hinted at, but not yet available). And, our policy for foundation items in current operation: We can create new items for foundation structures; but will not even try to modify old items for: companies support groups organizations categorizations locations and probably some other foundational goodies I do not currently recall. So, any Incidents/Problems/Changes which were related to the old foundation data, will remain so. Don W. McClure, P.E. Data Administrator System Engineer Computing IT Center, Call Tracking Administration University of North Texas, Denton dwmac_at_unt.edu That which counts cannot necessarily be counted: that which can be counted will not always count. -- Albert Einstein From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen Sent: Wednesday, June 25, 2008 10:07 AM To: arslist@ARSLIST.ORG Subject: Re: Renaming a company in ITSM 7 ** Ah, ok :) no problem! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, June 25, 2008 10:06 AM To: arslist@ARSLIST.ORG Subject: Re: Renaming a company in ITSM 7 ** Sorry, I meant Chris Strauss, who said he has already done this. ;-) Was hoping he had some insight on any gotchas that the rest of us could benefit from. Rick On Wed, Jun 25, 2008 at 7:48 AM, Moore, Christopher Allen [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: ** Rick, I didn't have any specific concerns- just trying to do this in a non-tedious way. As I can see it (and the way I've been told this was done here previously) is that a new company is created, people who belong to the 'old' company are set to the new company, tickets are set to the new company, and user access restrictions are set to both companies (in case something was missed). We're doing it Friday- there are four of us working on it- one for each company that needs to be renamed, so it hopefully won't take too long. Thanks! Chris From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Wednesday, June 25, 2008 9:40 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Renaming a company in ITSM 7 ** Seems like there ought to be a way to quickly export, modify, and import the config data with the new company name in it, and that it wouldn't take all that long to create. Chris, did you use some automated setup for this; perhaps one of the ITSM data import utilities? Or are there other concerns that that approach would miss or mishandle? Rick On Wed, Jun 25, 2008 at 7:23 AM, Moore, Christopher Allen [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: ** Thanks Rick- that's what I figured but I figured it was worth asking... Chris From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Wednesday, June 25, 2008 9:20 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Renaming a company in ITSM 7 ** The only other option is to create a nickname for the company, and use that. I remember them telling us to do that in class, because you can change the nickname whenever you want with no real impact, but you cannot change the name without having to redo your entire config data, because all of the records for Company A have that hard-coded in them. Rick On Wed, Jun 25, 2008 at 7:03 AM, Moore, Christopher Allen [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: ** Hey everyone- I've been asked to look into renaming a few companies in our system. It's not something you can just do from the company form obviously...has anyone had any experience trying this? Will I just end up having to create new companies and setting all the people associated with the old ones to the new companies? ITSM 7.0 Thanks, Chris __Platinum Sponsor:
Re: Patch 9002
The release notes text file says: Task Template version 3 Installer Release Notes Date: May 8, 2008 I was not aware of a version 2. They also list a half dozen outstanding defects in the patch, or with its effect on Change Management templates. There is an updated Installation Guide in the zip file. It does look like they finally have it setup to be run as a hotfix AFTER you run one of the full ITSM patches (004 to 007). I had to manually reinstall it after patch 007 for production, where it had been added to a new install of patch 006. BTW, they have already logged several defects, provided workarounds, or attempted to explain away issues with patch 9004 that I reported at the end of May. We'll see how long it takes to get THAT patch ready for prime time. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Robert Molenda Sent: Wednesday, June 25, 2008 10:09 AM To: arslist@ARSLIST.ORG Subject: Re: Patch 9002 ** As a sideline question - it was mentioned that 'patch 9002 was updated' - can you tell version numbers? can 'Patches have Patches' ?? - I would have expected 9002 to be 'retired' and 900X to be released. Robert On Wed, Jun 25, 2008 at 7:57 AM, strauss [EMAIL PROTECTED] wrote: ** That was fast - from January 2007 to May 2008 to get it fixed (and that is assuming that it has actually been fixed - guess I'll find out when we try to update the app when ITSM 7 patch 008 comes out). I would not have known unless you told me, because the issue I logged against it in February 2007 was closed as a defect in August 2007 with no known eta on the updated patch 9002 provided. With the issue closed, they have no mechanism to let you know when a fix has been released, and they have not mentioned an update in any of the BMC Software Customer Support Notices (and I just went back and looked at the 3 from May and 6 from June). Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Wednesday, June 25, 2008 9:33 AM To: arslist@ARSLIST.ORG Subject: Patch 9002 ** FYI: There is a new version of 9002, dated May 22nd, on BMC's site. --- J.T. Shyman _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Wednesday, June 25, 2008 10:23 AM To: arslist@ARSLIST.ORG Subject: Re: Renaming a company in ITSM 7 At UserWorld 2007, BMC promised a utility to do this; they have yet to deliver it. I expect to see it sometime after they fix the bugs in patch 9002 (and now 9004), so we are already talking years, not just months. So far, we have had to use the manual method that you described. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ http://itsm.unt.edu/ __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ -- If it were not for the gutter, my mind would be homeless! __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Push to External DB
Thank you Guillaume, but I looked at that and am not finding how to specify the external server. The docs made it sound like you could do that too, and I've been looking. I'm guessing there is some kind of configuration required to be able to specify the external DB. Can you point me in the right direction please? Thanks! Brian From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Guillaume Rheault Sent: Wednesday, June 25, 2008 8:23 AM To: arslist@ARSLIST.ORG Subject: Re: Push to External DB ** A direct SQL statement from a filter should work, provided the aradmin account in the Remedy database has access/permissions to the other database Guillaume -Original Message- From: Action Request System discussion list(ARSList) on behalf of Brian Gillock Sent: Wed 06/25/08 11:05 AM To: arslist@ARSLIST.ORG Subject: Push to External DB Hey Listers, I'm hoping this is an easy question that only I don't know the answer to. Is there a way to push data into an external database (SQL Server 2005) without using a view form or web service? I don't want to use a view form because of the maintenance associated with it. Thanks! Brian ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __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
Bi directional Relationships
Hi List, Has anybody created bidirectional relationships between two CI instances? I am in between of a Proof of Concept regarding the same and am able to establish it but there are few tweaks which I need to do and need help around the same. I searched almost every where but didn't get any help manuals - if somebody can share some pointers or informative stuff that will be really good. Why I am prompted to believe that bi-directional relationships are possible without any hassles because Tideway discovery tool has the capability of populating BMC Atrium 2.1.0 with Bi directional relationship Thanks Naveen (ARS 7.1.0, Atrium CMDB 2.1.0) From: Action Request System discussion list(ARSList) on behalf of strauss Sent: Wed 6/25/2008 8:59 PM To: arslist@ARSLIST.ORG Subject: Re: Patch 9002 ** The release notes text file says: Task Template version 3 Installer Release Notes Date: May 8, 2008 I was not aware of a version 2. They also list a half dozen outstanding defects in the patch, or with its effect on Change Management templates. There is an updated Installation Guide in the zip file. It does look like they finally have it setup to be run as a hotfix AFTER you run one of the full ITSM patches (004 to 007). I had to manually reinstall it after patch 007 for production, where it had been added to a new install of patch 006. BTW, they have already logged several defects, provided workarounds, or attempted to explain away issues with patch 9004 that I reported at the end of May. We'll see how long it takes to get THAT patch ready for prime time. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Robert Molenda Sent: Wednesday, June 25, 2008 10:09 AM To: arslist@ARSLIST.ORG Subject: Re: Patch 9002 ** As a sideline question - it was mentioned that 'patch 9002 was updated' - can you tell version numbers? can 'Patches have Patches' ?? - I would have expected 9002 to be 'retired' and 900X to be released. Robert On Wed, Jun 25, 2008 at 7:57 AM, strauss [EMAIL PROTECTED] wrote: ** That was fast - from January 2007 to May 2008 to get it fixed (and that is assuming that it has actually been fixed - guess I'll find out when we try to update the app when ITSM 7 patch 008 comes out). I would not have known unless you told me, because the issue I logged against it in February 2007 was closed as a defect in August 2007 with no known eta on the updated patch 9002 provided. With the issue closed, they have no mechanism to let you know when a fix has been released, and they have not mentioned an update in any of the BMC Software Customer Support Notices (and I just went back and looked at the 3 from May and 6 from June). Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Wednesday, June 25, 2008 9:33 AM To: arslist@ARSLIST.ORG Subject: Patch 9002 ** FYI: There is a new version of 9002, dated May 22nd, on BMC's site. --- J.T. Shyman From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Wednesday, June 25, 2008 10:23 AM To: arslist@ARSLIST.ORG Subject: Re: Renaming a company in ITSM 7 At UserWorld 2007, BMC promised a utility to do this; they have yet to deliver it. I expect to see it sometime after they fix the bugs in patch 9002 (and now 9004), so we are already talking years, not just months. So far, we have had to use the manual method that you described. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ http://itsm.unt.edu/ __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ -- If it were not for the gutter, my mind would be homeless! __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ DISCLAIMER: --- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author
Rif: Re: Push to External DB
You have to define on SQL server Enterprise Manager a linked server - see SQL manual. ciao Luisa Carena Gestione Postazioni Periferiche e Asset SGS BP Gruppo Banco Popolare di Verona e Novara via Negroni 12 - 28100 Novara Tel: 0321-663995 Email: [EMAIL PROTECTED] Brian Gillock [EMAIL PROTECTED] - 25/06/2008 17.31 Inviato da: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG Per favore, rispondere a arslist@ARSLIST.ORG Per:arslist@ARSLIST.ORG CC: Oggetto:Re: Push to External DB ** Thank you Guillaume, but I looked at that and am not finding how to specify the external server. The docs made it sound like you could do that too, and I’ve been looking. I’m guessing there is some kind of configuration required to be able to specify the external DB. Can you point me in the right direction please? Thanks! Brian From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Guillaume Rheault Sent: Wednesday, June 25, 2008 8:23 AM To: arslist@ARSLIST.ORG Subject: Re: Push to External DB ** A direct SQL statement from a filter should work, provided the aradmin account in the Remedy database has access/permissions to the other database Guillaume -Original Message- From: Action Request System discussion list(ARSList) on behalf of Brian Gillock Sent: Wed 06/25/08 11:05 AM To: arslist@ARSLIST.ORG Subject: Push to External DB Hey Listers, I'm hoping this is an easy question that only I don't know the answer to. Is there a way to push data into an external database (SQL Server 2005) without using a view form or web service? I don't want to use a view form because of the maintenance associated with it. Thanks! Brian ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ La presente comunicazione e' destinata esclusivamente al soggetto indicato piu' sopra quale destinatario o ad eventuali altri soggetti autorizzati a riceverla. Essa contiene informazioni strettamente confidenziali e riservate, la cui comunicazione o diffusione a terzi e' proibita, salvo che non sia stata espressamente autorizzata.Se avete ricevuto questa comunicazione per errore, Vi preghiamo di darne immediata comunicazione al mittente e di cancellarne ogni evidenza dai Vostri supporti.
Re: Patch 9002
Disclaimer: I am not/do not/can not speak on behalf of BMC of course... For what it's worth - I have several contacts within BMC since I quite frequently work through their PS group. Due to some version issues with this and other patches I essentially wrote out a very long explanation of how their versioning system could use a LOT of improvement and it actually got pushed higher up in BMC. More on that in a second... Case in point. We installed IM 7.03. However, in order to be up to date we also needed to install the patch 6 from 7.02. This makes no sense to me whatsoever. Ditto the new version of patch 9002. Keeping track of these things - especially when you have 4 servers with many products, patches, and add-ons installed - becomes hard. I think BMC is getting the message on a number of the items people have been less than happy about though. After I wrote my versioning manifesto I actually got calls from several people at BMC (including a VP of something - I do not recall off the top of my head) who wanted to know details and why/how this was so hard. They are actually very interested in real examples of how this stuff works/doesn't work for them. Also, I had dinner with a BMC employee last week and she informed me they are REALLY trying to improve the weak links in tech support as well. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Robert Molenda Sent: Wednesday, June 25, 2008 10:09 AM To: arslist@ARSLIST.ORG Subject: Re: Patch 9002 ** As a sideline question - it was mentioned that 'patch 9002 was updated' - can you tell version numbers? can 'Patches have Patches' ?? - I would have expected 9002 to be 'retired' and 900X to be released. Robert On Wed, Jun 25, 2008 at 7:57 AM, strauss [EMAIL PROTECTED] wrote: ** That was fast - from January 2007 to May 2008 to get it fixed (and that is assuming that it has actually been fixed - guess I'll find out when we try to update the app when ITSM 7 patch 008 comes out). I would not have known unless you told me, because the issue I logged against it in February 2007 was closed as a defect in August 2007 with no known eta on the updated patch 9002 provided. With the issue closed, they have no mechanism to let you know when a fix has been released, and they have not mentioned an update in any of the BMC Software Customer Support Notices (and I just went back and looked at the 3 from May and 6 from June). Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Wednesday, June 25, 2008 9:33 AM To: arslist@ARSLIST.ORG Subject: Patch 9002 ** FYI: There is a new version of 9002, dated May 22nd, on BMC's site. --- J.T. Shyman From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Wednesday, June 25, 2008 10:23 AM To: arslist@ARSLIST.ORG Subject: Re: Renaming a company in ITSM 7 At UserWorld 2007, BMC promised a utility to do this; they have yet to deliver it. I expect to see it sometime after they fix the bugs in patch 9002 (and now 9004), so we are already talking years, not just months. So far, we have had to use the manual method that you described. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ http://itsm.unt.edu/ __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ -- If it were not for the gutter, my mind would be homeless! __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Push to External DB
Thank you Luisa. Not to be difficult, but I have a link setup for a separate view form integration, and that server/link does not show in the drop down for direct sql. I had the DBA use the instructions from the ARS Integrating w/ plugins and third-party document. Is there something else needed. I’m not a DBA, nor do I have admin access outside of what is needed by Remedy. Which is one reason I wanted to avoid additional maintenance points for the DBAs. But, if it’s necessary, then so be it. Thanks! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Luisa Carena Sent: Wednesday, June 25, 2008 9:02 AM To: arslist@ARSLIST.ORG Subject: Rif: Re: Push to External DB You have to define on SQL server Enterprise Manager a linked server - see SQL manual. ciao Luisa Carena Gestione Postazioni Periferiche e Asset SGS BP Gruppo Banco Popolare di Verona e Novara via Negroni 12 - 28100 Novara Tel: 0321-663995 Email: [EMAIL PROTECTED] Brian Gillock [EMAIL PROTECTED] - 25/06/2008 17.31 Inviato da: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG Per favore, rispondere a arslist@ARSLIST.ORG Per: arslist@ARSLIST.ORG CC: Oggetto: Re: Push to External DB ** Thank you Guillaume, but I looked at that and am not finding how to specify the external server. The docs made it sound like you could do that too, and I’ve been looking. I’m guessing there is some kind of configuration required to be able to specify the external DB. Can you point me in the right direction please? Thanks! Brian From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Guillaume Rheault Sent: Wednesday, June 25, 2008 8:23 AM To: arslist@ARSLIST.ORG Subject: Re: Push to External DB ** A direct SQL statement from a filter should work, provided the aradmin account in the Remedy database has access/permissions to the other database Guillaume -Original Message- From: Action Request System discussion list(ARSList) on behalf of Brian Gillock Sent: Wed 06/25/08 11:05 AM To: arslist@ARSLIST.ORG Subject: Push to External DB Hey Listers, I'm hoping this is an easy question that only I don't know the answer to. Is there a way to push data into an external database (SQL Server 2005) without using a view form or web service? I don't want to use a view form because of the maintenance associated with it. Thanks! Brian ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ La presente comunicazione e' destinata esclusivamente al soggetto indicato piu' sopra quale destinatario o ad eventuali altri soggetti autorizzati a riceverla. Essa contiene informazioni strettamente confidenziali e riservate, la cui comunicazione o diffusione a terzi e' proibita, salvo che non sia stata espressamente autorizzata.Se avete ricevuto questa comunicazione per errore, Vi preghiamo di darne immediata comunicazione al mittente e di cancellarne ogni evidenza dai Vostri supporti. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Patch 9002
Well, I'm glad to see they're listening, but it does beg this question: Their own PS people are plenty smart, and have, no doubt, offered suggestions for improvements of this type before. Certainly the customers and outside developers and consultants have complained about this for years. What changed recently to finally get their attention? They finally read the ITIL manual on Release Management? Rick On Wed, Jun 25, 2008 at 9:20 AM, William Rentfrow [EMAIL PROTECTED] wrote: ** Disclaimer: I am not/do not/can not speak on behalf of BMC of course... For what it's worth - I have several contacts within BMC since I quite frequently work through their PS group. Due to some version issues with this and other patches I essentially wrote out a very long explanation of how their versioning system could use a LOT of improvement and it actually got pushed higher up in BMC. More on that in a second... Case in point. We installed IM 7.03. However, in order to be up to date we also needed to install the patch 6 from 7.02. This makes no sense to me whatsoever. Ditto the new version of patch 9002. Keeping track of these things - especially when you have 4 servers with many products, patches, and add-ons installed - becomes hard. I think BMC is getting the message on a number of the items people have been less than happy about though. After I wrote my versioning manifesto I actually got calls from several people at BMC (including a VP of something - I do not recall off the top of my head) who wanted to know details and why/how this was so hard. They are actually very interested in real examples of how this stuff works/doesn't work for them. Also, I had dinner with a BMC employee last week and she informed me they are REALLY trying to improve the weak links in tech support as well. -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Robert Molenda *Sent:* Wednesday, June 25, 2008 10:09 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Patch 9002 ** As a sideline question - it was mentioned that 'patch 9002 was updated' - can you tell version numbers? can 'Patches have Patches' ?? - I would have expected 9002 to be 'retired' and 900X to be released. Robert On Wed, Jun 25, 2008 at 7:57 AM, strauss [EMAIL PROTECTED] wrote: ** That was fast – from January 2007 to May 2008 to get it fixed (and that is assuming that it has actually been fixed – guess I'll find out when we try to update the app when ITSM 7 patch 008 comes out). I would not have known unless you told me, because the issue I logged against it in February 2007 was closed as a defect in August 2007 with no known eta on the updated patch 9002 provided. With the issue closed, they have no mechanism to let you know when a fix has been released, and they have not mentioned an update in any of the BMC Software Customer Support Notices (and I just went back and looked at the 3 from May and 6 from June). Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *J.T. Shyman *Sent:* Wednesday, June 25, 2008 9:33 AM *To:* arslist@ARSLIST.ORG *Subject:* Patch 9002 ** FYI: There is a new version of 9002, dated May 22nd, on BMC's site. --- J.T. Shyman -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *strauss *Sent:* Wednesday, June 25, 2008 10:23 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Renaming a company in ITSM 7 At UserWorld 2007, BMC promised a utility to do this; they have yet to deliver it. I expect to see it sometime after they fix the bugs in patch 9002 (and now 9004), so we are already talking years, not just months. So far, we have had to use the manual method that you described. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- If it were not for the gutter, my mind would be homeless! __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Push to External DB
With this option, there will be some minimal maintenance on the DB side of things: the set up of the linked server, and setting any permissions to the aradmin user on the target table. These things are managed/maintained/migrated outside of Remedy, since they are at the database level, so that's something to consider when testing or setting up a new environment (QA, stating, etc) or making sure your environments match. Guillaume -Original Message- From: Action Request System discussion list(ARSList) on behalf of Brian Gillock Sent: Wed 06/25/08 12:28 PM To: arslist@ARSLIST.ORG Subject: Re: Push to External DB Thank you Luisa. Not to be difficult, but I have a link setup for a separate view form integration, and that server/link does not show in the drop down for direct sql. I had the DBA use the instructions from the ARS Integrating w/ plugins and third-party document. Is there something else needed. I'm not a DBA, nor do I have admin access outside of what is needed by Remedy. Which is one reason I wanted to avoid additional maintenance points for the DBAs. But, if it's necessary, then so be it. Thanks! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Luisa Carena Sent: Wednesday, June 25, 2008 9:02 AM To: arslist@ARSLIST.ORG Subject: Rif: Re: Push to External DB You have to define on SQL server Enterprise Manager a linked server - see SQL manual. ciao Luisa Carena Gestione Postazioni Periferiche e Asset SGS BP Gruppo Banco Popolare di Verona e Novara via Negroni 12 - 28100 Novara Tel: 0321-663995 Email: [EMAIL PROTECTED] Brian Gillock [EMAIL PROTECTED] - 25/06/2008 17.31 Inviato da: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG Per favore, rispondere a arslist@ARSLIST.ORG Per: arslist@ARSLIST.ORG CC: Oggetto: Re: Push to External DB ** Thank you Guillaume, but I looked at that and am not finding how to specify the external server. The docs made it sound like you could do that too, and I've been looking. I'm guessing there is some kind of configuration required to be able to specify the external DB. Can you point me in the right direction please? Thanks! Brian From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Guillaume Rheault Sent: Wednesday, June 25, 2008 8:23 AM To: arslist@ARSLIST.ORG Subject: Re: Push to External DB ** A direct SQL statement from a filter should work, provided the aradmin account in the Remedy database has access/permissions to the other database Guillaume -Original Message- From: Action Request System discussion list(ARSList) on behalf of Brian Gillock Sent: Wed 06/25/08 11:05 AM To: arslist@ARSLIST.ORG Subject: Push to External DB Hey Listers, I'm hoping this is an easy question that only I don't know the answer to. Is there a way to push data into an external database (SQL Server 2005) without using a view form or web service? I don't want to use a view form because of the maintenance associated with it. Thanks! Brian ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ La presente comunicazione e' destinata esclusivamente al soggetto indicato piu' sopra quale destinatario o ad eventuali altri soggetti autorizzati a riceverla. Essa contiene informazioni strettamente confidenziali e riservate, la cui comunicazione o diffusione a terzi e' proibita, salvo che non sia stata espressamente autorizzata.Se avete ricevuto questa comunicazione per errore, Vi preghiamo di darne immediata comunicazione al mittente e di cancellarne ogni evidenza dai Vostri supporti. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Push to External DB
Oh, I get it now! Thank you both! Sorry, I can be a little dense sometimes. So the command is issued through ARSystem via the fully qualified dblink name to the external DB. Sweet! Thanks again!!! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Guillaume Rheault Sent: Wednesday, June 25, 2008 9:37 AM To: arslist@ARSLIST.ORG Subject: Re: Push to External DB ** With this option, there will be some minimal maintenance on the DB side of things: the set up of the linked server, and setting any permissions to the aradmin user on the target table. These things are managed/maintained/migrated outside of Remedy, since they are at the database level, so that's something to consider when testing or setting up a new environment (QA, stating, etc) or making sure your environments match. Guillaume -Original Message- From: Action Request System discussion list(ARSList) on behalf of Brian Gillock Sent: Wed 06/25/08 12:28 PM To: arslist@ARSLIST.ORG Subject: Re: Push to External DB Thank you Luisa. Not to be difficult, but I have a link setup for a separate view form integration, and that server/link does not show in the drop down for direct sql. I had the DBA use the instructions from the ARS Integrating w/ plugins and third-party document. Is there something else needed. I'm not a DBA, nor do I have admin access outside of what is needed by Remedy. Which is one reason I wanted to avoid additional maintenance points for the DBAs. But, if it's necessary, then so be it. Thanks! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Luisa Carena Sent: Wednesday, June 25, 2008 9:02 AM To: arslist@ARSLIST.ORG Subject: Rif: Re: Push to External DB You have to define on SQL server Enterprise Manager a linked server - see SQL manual. ciao Luisa Carena Gestione Postazioni Periferiche e Asset SGS BP Gruppo Banco Popolare di Verona e Novara via Negroni 12 - 28100 Novara Tel: 0321-663995 Email: [EMAIL PROTECTED] Brian Gillock [EMAIL PROTECTED] - 25/06/2008 17.31 Inviato da: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG Per favore, rispondere a arslist@ARSLIST.ORG Per: arslist@ARSLIST.ORG CC: Oggetto: Re: Push to External DB ** Thank you Guillaume, but I looked at that and am not finding how to specify the external server. The docs made it sound like you could do that too, and I've been looking. I'm guessing there is some kind of configuration required to be able to specify the external DB. Can you point me in the right direction please? Thanks! Brian From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Guillaume Rheault Sent: Wednesday, June 25, 2008 8:23 AM To: arslist@ARSLIST.ORG Subject: Re: Push to External DB ** A direct SQL statement from a filter should work, provided the aradmin account in the Remedy database has access/permissions to the other database Guillaume -Original Message- From: Action Request System discussion list(ARSList) on behalf of Brian Gillock Sent: Wed 06/25/08 11:05 AM To: arslist@ARSLIST.ORG Subject: Push to External DB Hey Listers, I'm hoping this is an easy question that only I don't know the answer to. Is there a way to push data into an external database (SQL Server 2005) without using a view form or web service? I don't want to use a view form because of the maintenance associated with it. Thanks! Brian ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ La presente comunicazione e' destinata esclusivamente al soggetto indicato piu' sopra quale destinatario o ad eventuali altri soggetti autorizzati a riceverla. Essa contiene informazioni strettamente confidenziali e riservate, la cui comunicazione o diffusione a terzi e' proibita, salvo che non sia stata espressamente autorizzata.Se avete ricevuto questa comunicazione per errore, Vi preghiamo di darne immediata comunicazione al mittente e di cancellarne ogni evidenza dai Vostri supporti. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access
Kristin S Lowe/Paramus/IBM
I will be out of the office starting 06/25/2008 and will not return until 06/26/2008. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Renaming a company in ITSM 7
I'm fortunate in that I haven't had to do this yet. However, if I did, I would probably do it all in SQL via a stored procedure. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McClure, Don Sent: Wednesday, June 25, 2008 10:23 AM To: arslist@ARSLIST.ORG Subject: Re: Renaming a company in ITSM 7 ** Hi-posting information for the University Christopher Strauss across the hall: Short Version: No way to change a company name once configured (because full fan-out is impracticable). Full Details: first-where a new company structure is required for any reason, I created the new company/groups/organizations, then moved effected support staff to the new company. Ensure that both home organization and support-group relationships are established to new company, and severed from old company. second-I de-activate the old company (probably 'offline'). third-modify/validate relationships for location, categorization(s), assignment/ownership rules. In the case of an already configured company where Incidents/Change Requests are present: they bear the old company name. We have not found a convenient way to migrate those records to the new company, short of a utility from BMC (hinted at, but not yet available). And, our policy for foundation items in current operation: We can create new items for foundation structures; but will not even try to modify old items for: companies support groups organizations categorizations locations and probably some other foundational goodies I do not currently recall. So, any Incidents/Problems/Changes which were related to the old foundation data, will remain so. Don W. McClure, P.E. Data Administrator System Engineer Computing IT Center, Call Tracking Administration University of North Texas, Denton dwmac_at_unt.edu That which counts cannot necessarily be counted: that which can be counted will not always count. -- Albert Einstein From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen Sent: Wednesday, June 25, 2008 10:07 AM To: arslist@ARSLIST.ORG Subject: Re: Renaming a company in ITSM 7 ** Ah, ok :) no problem! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, June 25, 2008 10:06 AM To: arslist@ARSLIST.ORG Subject: Re: Renaming a company in ITSM 7 ** Sorry, I meant Chris Strauss, who said he has already done this. ;-) Was hoping he had some insight on any gotchas that the rest of us could benefit from. Rick On Wed, Jun 25, 2008 at 7:48 AM, Moore, Christopher Allen [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: ** Rick, I didn't have any specific concerns- just trying to do this in a non-tedious way. As I can see it (and the way I've been told this was done here previously) is that a new company is created, people who belong to the 'old' company are set to the new company, tickets are set to the new company, and user access restrictions are set to both companies (in case something was missed). We're doing it Friday- there are four of us working on it- one for each company that needs to be renamed, so it hopefully won't take too long. Thanks! Chris From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Wednesday, June 25, 2008 9:40 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Renaming a company in ITSM 7 ** Seems like there ought to be a way to quickly export, modify, and import the config data with the new company name in it, and that it wouldn't take all that long to create. Chris, did you use some automated setup for this; perhaps one of the ITSM data import utilities? Or are there other concerns that that approach would miss or mishandle? Rick On Wed, Jun 25, 2008 at 7:23 AM, Moore, Christopher Allen [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: ** Thanks Rick- that's what I figured but I figured it was worth asking... Chris From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Wednesday, June 25, 2008 9:20 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Renaming a company in ITSM 7 ** The only other option is to create a nickname for the company, and use that. I remember them telling us to do that in class, because you can change the nickname whenever you want with no real impact, but you cannot change the name without having to redo your entire config data, because all of the records for Company A have that hard-coded in them. Rick On Wed, Jun 25, 2008 at 7:03 AM, Moore, Christopher Allen [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: ** Hey everyone- I've been asked to look into renaming a few companies
Mid-Tier Problem...
I've installed the latest mid-tier on a windows 2003 R2 server - the installation went with no errors shown. Selected the IIS and Tomcat options. When I went to click on the Tomcat welcome screen it errors out here http://127.0.0.1:8080/ with a can't find page. I edited the c:\program files\Apache Software Foundation\ Tomcat-5.5.17\conf\server.xml file to be sure the 8080 port stuff is enabled. Thank you. System is 7.1 Tomcat is 5.5 Tomcat/Java Memory is initial 512, Max 1024 Server is a virtual server Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Mid-Tier Problem...
Make sure IIS isn't using that port either. It shouldn't by default, but if you didn't set up IIS I would check it. Also, if you think something else may be using port 8080 (which I can't tell from your email), the easiest way to check is by running netstat -b from a command prompt, and looking through the output to see what executable is using port 8080. Thanks, Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits Sent: Wednesday, June 25, 2008 1:39 PM To: arslist@ARSLIST.ORG Subject: Mid-Tier Problem... ** I've installed the latest mid-tier on a windows 2003 R2 server - the installation went with no errors shown. Selected the IIS and Tomcat options. When I went to click on the Tomcat welcome screen it errors out here http://127.0.0.1:8080/ with a can't find page. I edited the c:\program files\Apache Software Foundation\ Tomcat-5.5.17\conf\server.xml file to be sure the 8080 port stuff is enabled. Thank you. System is 7.1 Tomcat is 5.5 Tomcat/Java Memory is initial 512, Max 1024 Server is a virtual server Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Resolved: Returning a unique list of values from a form with multiple records
Like I thought, this was simple, and even documented (although not in an obvious fashion - see pg. 375 of ARS 7.1 Forms and Application Objects). Even the support guy was thrown off by it until someone who had seen it before explained it to him. If you add a new table field to a form like HPD:Help Desk, which has a bazillion display-only fields, when you select the new Supporting Form all of those display-only fields remain in the Fields On Form list! They don't even appear to change with your selection of the new form, since the first data field from the new form is completely out of sight. You cannot even sort them out of the way on Field Type, you have to scroll through the entire list looking only at Field type = Data entries until you find the fields from your new supporting form. On HPD:Help Desk this can take quite a bit of scrolling, since there are several hundred display-only fields. Doh!! Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Friday, June 20, 2008 6:03 PM To: arslist@ARSLIST.ORG Subject: Re: Returning a unique list of values from a form with multiple records This got complicated quick - I suspect the incomprehensible behavior of a deployable application may be at play here. I created a form like you said, and have filters populating it with records when HPD:Help Desk updates. I have not been able to create a hidden table field on HPD:Help Desk that points to the custom form, however, possibly because it isn't part of the application. It keeps displaying the field list from the HPD:Help Desk form itself. On the other hand, I cannot get it to display the correct field list even when I point it at a table that IS in the application. I am probably missing something silly here, this late on a Friday, but there doesn't seem to be any way to add a tablefield to HPD:Help Desk and point it at any other table and refresh the Fields On Form with the correct field list!??? Admin 7.1.00.002 or 003 against 002 server. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. Sent: Friday, June 20, 2008 2:51 PM To: arslist@ARSLIST.ORG Subject: Re: Returning a unique list of values from a form with multiple records Chris, Maybe for what you are trying to accomplish, you should setup a separate form to track the unique listing of different groups who have been assigned to work on an incident. Setup workflow that when TR.Assigned Group is not null to push data to this IncidentAssignmentGroupTracking form where Assigned Group = Assigned Group on the form. If there is a match, updating existing and if not create a new record in the form and include the Incident number, Group Name, and Group ID. Then setup another filter on the incident form to occur after this push to run a table walk through loop on a hidden table field that displays records in the IncidentAssignmentGroupTracking form and for each record return append the Group IDs to Field 112 (clear it at first and then run the Filter Guide Table walk through and set the field to each Group ID returned in the table. I cant think of any better way of doing this though. For Work Info records, I wouldn't sweat it since no user can directly get that data and any reporting you set to get Incident and Work Info data can be secured based on the row locking set on HPD:Help Desk. Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Friday, June 20, 2008 2:51 PM To: arslist@ARSLIST.ORG Subject: Returning a unique list of values from a form with multiple records Here's an interesting problem. Any of you using ITSM 7 (7.0.02.007) in multi-tenancy mode might need to know this, too. BACKGROUND: I keep running into issues where Incidents are not accessible to groups that have worked on them, particularly where the Ownership remains with the default distributed support organization (IT support for the college the faculty/staff work in), but where several separate central support groups need to pass the Incident back and forth between them. Whoever is not currently assigned gets shut out. This is aggravated by the fact that there is a bushel of OOTB workflow present to prevent anyone from TAKING ownership of an Incident; it can only be given by the current Owner Group, who may not have anything to do with the incident if it is for a centrally supported system. All of these groups are organized into different companies. I have already had to add filters to shove
Re: Mid-Tier Problem...
If you installed mid-tier on IIS with tomcat only providing the java application server, mid-tier will be on port 80 by default. Tomcat should not even be running a web server, or showing up as a service. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Wednesday, June 25, 2008 2:02 PM To: arslist@ARSLIST.ORG Subject: Re: Mid-Tier Problem... ** Make sure IIS isn't using that port either. It shouldn't by default, but if you didn't set up IIS I would check it. Also, if you think something else may be using port 8080 (which I can't tell from your email), the easiest way to check is by running netstat -b from a command prompt, and looking through the output to see what executable is using port 8080. Thanks, Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits Sent: Wednesday, June 25, 2008 1:39 PM To: arslist@ARSLIST.ORG Subject: Mid-Tier Problem... ** I've installed the latest mid-tier on a windows 2003 R2 server - the installation went with no errors shown. Selected the IIS and Tomcat options. When I went to click on the Tomcat welcome screen it errors out here http://127.0.0.1:8080/ with a can't find page. I edited the c:\program files\Apache Software Foundation\ Tomcat-5.5.17\conf\server.xml file to be sure the 8080 port stuff is enabled. Thank you. System is 7.1 Tomcat is 5.5 Tomcat/Java Memory is initial 512, Max 1024 Server is a virtual server Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Private and confidential as detailed here http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access hyperlink, please e-mail sender. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Mid-Tier Problem...
Thanks for the reply...I did the netstat but there didn't seem to be anything that was at :8080 . It looks like IIS might be using port 80 for the default web page. Since the Tomcat welcome page won't display would that mean that there's a Tomcat issue rather than an IIS issue? I followed the BMC midtier install manual but found there was no errors/troubleshooting section in the manual. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Wednesday, June 25, 2008 3:02 PM To: arslist@ARSLIST.ORG Subject: Re: Mid-Tier Problem... ** Make sure IIS isn't using that port either. It shouldn't by default, but if you didn't set up IIS I would check it. Also, if you think something else may be using port 8080 (which I can't tell from your email), the easiest way to check is by running netstat -b from a command prompt, and looking through the output to see what executable is using port 8080. Thanks, Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits Sent: Wednesday, June 25, 2008 1:39 PM To: arslist@ARSLIST.ORG Subject: Mid-Tier Problem... ** I've installed the latest mid-tier on a windows 2003 R2 server - the installation went with no errors shown. Selected the IIS and Tomcat options. When I went to click on the Tomcat welcome screen it errors out here http://127.0.0.1:8080/ with a can't find page. I edited the c:\program files\Apache Software Foundation\ Tomcat-5.5.17\conf\server.xml file to be sure the 8080 port stuff is enabled. Thank you. System is 7.1 Tomcat is 5.5 Tomcat/Java Memory is initial 512, Max 1024 Server is a virtual server Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Private and confidential as detailed here http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access hyperlink, please e-mail sender. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Mid-Tier Problem...
Apache Tomcat seems to show up as a service with a local service account that is being used. It seems like it starts but then when I try to show the welcome screen it stops. The settings all look reasonable? From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Wednesday, June 25, 2008 3:07 PM To: arslist@ARSLIST.ORG Subject: Re: Mid-Tier Problem... ** If you installed mid-tier on IIS with tomcat only providing the java application server, mid-tier will be on port 80 by default. Tomcat should not even be running a web server, or showing up as a service. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Wednesday, June 25, 2008 2:02 PM To: arslist@ARSLIST.ORG Subject: Re: Mid-Tier Problem... ** Make sure IIS isn't using that port either. It shouldn't by default, but if you didn't set up IIS I would check it. Also, if you think something else may be using port 8080 (which I can't tell from your email), the easiest way to check is by running netstat -b from a command prompt, and looking through the output to see what executable is using port 8080. Thanks, Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits Sent: Wednesday, June 25, 2008 1:39 PM To: arslist@ARSLIST.ORG Subject: Mid-Tier Problem... ** I've installed the latest mid-tier on a windows 2003 R2 server - the installation went with no errors shown. Selected the IIS and Tomcat options. When I went to click on the Tomcat welcome screen it errors out here http://127.0.0.1:8080/ with a can't find page. I edited the c:\program files\Apache Software Foundation\ Tomcat-5.5.17\conf\server.xml file to be sure the 8080 port stuff is enabled. Thank you. System is 7.1 Tomcat is 5.5 Tomcat/Java Memory is initial 512, Max 1024 Server is a virtual server Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Private and confidential as detailed here http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access hyperlink, please e-mail sender. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Mid-Tier Problem...
Richard, I had a similar issue and it turned out that Tomcat didn't install properly during the Mid Tier install. Didn't show any errors, just didn't install. After much troubleshooting it turned out that the version of Tomcat I installed (can't recall of the top of my head) didn't like spaces in the environments TEMP path. After I changed the TEMP path to C:\temp Tomcat installed fine and then I was able to reinstall the Mid Tier and all was good. HTH, Brian From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits Sent: Wednesday, June 25, 2008 12:18 PM To: arslist@ARSLIST.ORG Subject: Re: Mid-Tier Problem... ** Thanks for the reply.I did the netstat but there didn't seem to be anything that was at :8080 . It looks like IIS might be using port 80 for the default web page. Since the Tomcat welcome page won't display would that mean that there's a Tomcat issue rather than an IIS issue? I followed the BMC midtier install manual but found there was no errors/troubleshooting section in the manual. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Wednesday, June 25, 2008 3:02 PM To: arslist@ARSLIST.ORG Subject: Re: Mid-Tier Problem... ** Make sure IIS isn't using that port either. It shouldn't by default, but if you didn't set up IIS I would check it. Also, if you think something else may be using port 8080 (which I can't tell from your email), the easiest way to check is by running netstat -b from a command prompt, and looking through the output to see what executable is using port 8080. Thanks, Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits Sent: Wednesday, June 25, 2008 1:39 PM To: arslist@ARSLIST.ORG Subject: Mid-Tier Problem... ** I've installed the latest mid-tier on a windows 2003 R2 server - the installation went with no errors shown. Selected the IIS and Tomcat options. When I went to click on the Tomcat welcome screen it errors out here http://127.0.0.1:8080/ with a can't find page. I edited the c:\program files\Apache Software Foundation\ Tomcat-5.5.17\conf\server.xml file to be sure the 8080 port stuff is enabled. Thank you. System is 7.1 Tomcat is 5.5 Tomcat/Java Memory is initial 512, Max 1024 Server is a virtual server Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Private and confidential as detailed here http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access hyperlink, please e-mail sender. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Web Service and Dot NET
Question for anyone who has consumed a Remedy Web Service from .NET In ARS 6.3 (with a 6.3 Mid-Tier) the WSDL generated contains a namespace prefix as part of the inbound to Remedy XML. The Outbound XML from Remedy has no prefix. In order to make a .NET program consume the Remedy Web Service we save the WSDL to a file and remove the prefix (usually urn:) completely. .NET will then process the response from Remedy correctly. We found that using jPublisher to load a web service into Oracle so we can consume it with the Oracle WebService Callout functionality of 10g we had to do the same thing (edit the WSDL and drop the prefix completely). Does anyone know if the ARS 7.1 Web Services do the same (Define a prefix for inbound to Remedy and send the response without a prefix)? The reason I ask is we are about to upgrade from ARS 6.3 to ARS 7.1 and I want to know if we will have to update the applications/clients that consume our Web Services. Thanks Fred Grooms ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Capturing bidirectional email correspondence
Hello all, I'm able to send email notifications that include templates to users that submit via a web front end. I would like to have them be able to reply to the notification and have their text added to the diary. I have included exported email template data from the form but it's still not working. Here's the exported data: Schema: HelpDesk-Data and Channel Management Server: sunbath Key: 1029384756 Action: Modify Format: Short Request ID !1!:395 Detailed Problem Description for: !10007!:[$$ this is a test $$] I can see the email get to the mailbox and then it disappears but no entry in the messages form I do get this in the email log file but I'm not sure what it relates to: Jun 25, 2008 11:45:04 AM com.remedy.arsys.emaildaemon.LoggingModule doWork SEVERE: Field ID is not related to this form 18104 Your help is appreciated. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: SQL Server huge translogs and very poor performance
Thank you all for the great suggestions. I have forwarded them on to the engineers that maintain the systems. Mongo only pawn in game of life. I'm just a dirt bag contractor playing with someone else's toys. But seriously, I really appreciate everyone's input!!! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Hall Chad - chahal Sent: Tuesday, June 24, 2008 8:01 AM To: arslist@ARSLIST.ORG Subject: Re: SQL Server huge translogs and very poor performance ** What kind of disk subsystem is your database on? Faster the better. But also make sure your transaction log is on a completely separate set of physical disks than your data file. That way they won't contend for the same resources. If possible, keep the paging file and the OS on their own dedicated disk(s) too. And what RAID configuration are you using? Chad Hall (501) 342-2650 _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter Sent: Tuesday, June 24, 2008 8:29 AM To: arslist@ARSLIST.ORG Subject: Re: SQL Server huge translogs and very poor performance This may be obvious but you didn't specify what version of SQL, etc. At a minimum, you do have daily transaction log backups running right? Unless you back up the logs on a regular basis (at least daily), they will continue to grow and degrade performance. Since you don't get backups by default when you create a database, it is easy to overlook. Second; we found one of our servers was set up with a very restrictive and fixed Virtual Memory setting (paging file). You may want to check that and increase it if needed. Since your servers are only 4GB, AWE memory allocation shouldn't be a factor. When you are running more than 4GB, turning that on helps a lot. If you have regular transaction log backups, the recommendation below makes a lot of sense since you need to try and determine what is causing the rapid growth. Craig Carter Software Engineer, RSP _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing Sent: Monday, June 23, 2008 5:31 PM To: arslist@ARSLIST.ORG Subject: Re: SQL Server huge translogs and very poor performance About the only tip I can give you is this. Give yourself enough room for your transaction logs. They are growing for a reason...you could try turning on sql logging to see what your server is busy doing because the logs shouldn't be growing if your app isn't doing anything. Your DBA should be able to tell you who is connected to the db, and your sql logs should be able to tell you who is making modifications to what values. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Brian Gillock Sent: Monday, June 23, 2008 5:23 PM To: arslist@ARSLIST.ORG Subject: SQL Server huge translogs and very poor performance ** Hey Listers, Does anyone have any tips for maintaining transaction logs in SQL Server? Ours seem to growing at an insane rate and nothing our DBAs are doing is helping at all. And I'm continually getting time outs when trying to save workflow. And that is without any users. There is nothing special setup in development and I can do a backup, truncating the logs and that helps for a while. In production, however, we have log mirroring setup for DR purposes. It's killing me. The DB and AR box are both on their own dual quad core servers with 4GB RAM, so I don't think it's a resource issue. Any advice is appreciated. Thanks! Brian __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ *** The information contained in this communication is confidential, is intended only for the use of the recipient named above, and may be legally privileged. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please resend this communication to the sender and delete the original message or any copy of it from your computer system. Thank You. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Renaming a company in ITSM 7
I also haven't had to do this but it is NOT impossible. I regularly manipulate all foundation data with Meta-Update. Renaming a company just involves more queries and updates. SQL could do it - at a significant development cost. As could Meta-Update - at much less development cost. But as I have not had to do it I have no scripts ready for it. And as you have already the plan to put four people on it Friday - and it is very late here - and Germany has just beaten Turkey (is civil war about to break out?) in the EU football semi-final - and there is soo much noise on the streets, I cannot write such a script in time. Good luck. PS: I agree with Axton. This is what you get for using such a key! /Ben www.softwaretoolhouse.com _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: June 25, 2008 7:28 PM To: arslist@ARSLIST.ORG Subject: Re: Renaming a company in ITSM 7 ** I'm fortunate in that I haven't had to do this yet. However, if I did, I would probably do it all in SQL via a stored procedure. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McClure, Don Sent: Wednesday, June 25, 2008 10:23 AM To: arslist@ARSLIST.ORG Subject: Re: Renaming a company in ITSM 7 ** Hi-posting information for the University Christopher Strauss across the hall: Short Version: No way to change a company name once configured (because full fan-out is impracticable). Full Details: first-where a new company structure is required for any reason, I created the new company/groups/organizations, then moved effected support staff to the new company. Ensure that both home organization and support-group relationships are established to new company, and severed from old company. second-I de-activate the old company (probably 'offline'). third-modify/validate relationships for location, categorization(s), assignment/ownership rules. In the case of an already configured company where Incidents/Change Requests are present: they bear the old company name. We have not found a convenient way to migrate those records to the new company, short of a utility from BMC (hinted at, but not yet available). And, our policy for foundation items in current operation: We can create new items for foundation structures; but will not even try to modify old items for: companies support groups organizations categorizations locations and probably some other foundational goodies I do not currently recall. So, any Incidents/Problems/Changes which were related to the old foundation data, will remain so. Don W. McClure, P.E. Data Administrator System Engineer Computing IT Center, Call Tracking Administration University of North Texas, Denton dwmac_at_unt.edu That which counts cannot necessarily be counted: that which can be counted will not always count. -- Albert Einstein From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen Sent: Wednesday, June 25, 2008 10:07 AM To: arslist@ARSLIST.ORG Subject: Re: Renaming a company in ITSM 7 ** Ah, ok J no problem! _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, June 25, 2008 10:06 AM To: arslist@ARSLIST.ORG Subject: Re: Renaming a company in ITSM 7 ** Sorry, I meant Chris Strauss, who said he has already done this. ;-) Was hoping he had some insight on any gotchas that the rest of us could benefit from. Rick On Wed, Jun 25, 2008 at 7:48 AM, Moore, Christopher Allen [EMAIL PROTECTED] wrote: ** Rick, I didn't have any specific concerns- just trying to do this in a non-tedious way. As I can see it (and the way I've been told this was done here previously) is that a new company is created, people who belong to the 'old' company are set to the new company, tickets are set to the new company, and user access restrictions are set to both companies (in case something was missed). We're doing it Friday- there are four of us working on it- one for each company that needs to be renamed, so it hopefully won't take too long. Thanks! Chris _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, June 25, 2008 9:40 AM To: arslist@ARSLIST.ORG Subject: Re: Renaming a company in ITSM 7 ** Seems like there ought to be a way to quickly export, modify, and import the config data with the new company name in it, and that it wouldn't take all that long to create. Chris, did you use some automated setup for this; perhaps one of the ITSM data import utilities? Or are there other concerns that that approach would miss or mishandle? Rick On Wed, Jun 25, 2008 at 7:23 AM, Moore, Christopher Allen [EMAIL PROTECTED] wrote: ** Thanks Rick- that's what I figured but I figured it was
Re: Bi directional Relationships
Bi-directional relationships are simple enough. Just create two records with the source and target fields interchanged. You can do this in workflow or with other tools depending on how you want to create these relationships. The Tideway discovery tool no doubt does exactly that. /Ben w http://www.softwaretoolhouse.com ww.softwaretoolhouse.com _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Naveen Kaushik Sent: June 25, 2008 5:42 PM To: arslist@ARSLIST.ORG Subject: Bi directional Relationships ** Hi List, Has anybody created bidirectional relationships between two CI instances? I am in between of a Proof of Concept regarding the same and am able to establish it but there are few tweaks which I need to do and need help around the same. I searched almost every where but didn't get any help manuals - if somebody can share some pointers or informative stuff that will be really good. Why I am prompted to believe that bi-directional relationships are possible without any hassles because Tideway discovery tool has the capability of populating BMC Atrium 2.1.0 with Bi directional relationship Thanks Naveen (ARS 7.1.0, Atrium CMDB 2.1.0) _ From: Action Request System discussion list(ARSList) on behalf of strauss Sent: Wed 6/25/2008 8:59 PM To: arslist@ARSLIST.ORG Subject: Re: Patch 9002 ** The release notes text file says: Task Template version 3 Installer Release Notes Date: May 8, 2008 I was not aware of a version 2. They also list a half dozen outstanding defects in the patch, or with its effect on Change Management templates. There is an updated Installation Guide in the zip file. It does look like they finally have it setup to be run as a hotfix AFTER you run one of the full ITSM patches (004 to 007). I had to manually reinstall it after patch 007 for production, where it had been added to a new install of patch 006. BTW, they have already logged several defects, provided workarounds, or attempted to explain away issues with patch 9004 that I reported at the end of May. We'll see how long it takes to get THAT patch ready for prime time. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Robert Molenda Sent: Wednesday, June 25, 2008 10:09 AM To: arslist@ARSLIST.ORG Subject: Re: Patch 9002 ** As a sideline question - it was mentioned that 'patch 9002 was updated' - can you tell version numbers? can 'Patches have Patches' ?? - I would have expected 9002 to be 'retired' and 900X to be released. Robert On Wed, Jun 25, 2008 at 7:57 AM, strauss [EMAIL PROTECTED] wrote: ** That was fast - from January 2007 to May 2008 to get it fixed (and that is assuming that it has actually been fixed - guess I'll find out when we try to update the app when ITSM 7 patch 008 comes out). I would not have known unless you told me, because the issue I logged against it in February 2007 was closed as a defect in August 2007 with no known eta on the updated patch 9002 provided. With the issue closed, they have no mechanism to let you know when a fix has been released, and they have not mentioned an update in any of the BMC Software Customer Support Notices (and I just went back and looked at the 3 from May and 6 from June). Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Wednesday, June 25, 2008 9:33 AM To: arslist@ARSLIST.ORG Subject: Patch 9002 ** FYI: There is a new version of 9002, dated May 22nd, on BMC's site. --- J.T. Shyman _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Wednesday, June 25, 2008 10:23 AM To: arslist@ARSLIST.ORG Subject: Re: Renaming a company in ITSM 7 At UserWorld 2007, BMC promised a utility to do this; they have yet to deliver it. I expect to see it sometime after they fix the bugs in patch 9002 (and now 9004), so we are already talking years, not just months. So far, we have had to use the manual method that you described. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ http://itsm.unt.edu/ __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ -- If it were not for the gutter, my mind would be homeless! __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___
Customizing ITSM7 Multi-Tenancy Mode
Hi, Has anyone done a customization where you control access restrictions by application rather than company. For instance Company A can use Company B's change management tickets but not Company B's incident tickets? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Customizing ITSM7 Multi-Tenancy Mode
Charles, Assuming this requirement is valid and has been discussed in detail to ensure this is a sensible requirement... You could look at separating company B into two. One for incident and one for change. The users of company B would belong to both of these separated companies, and users of company A would also belong to company B's change company. In theory this could achieve what you are looking for. You will need to consider how this impact things like: SLA's, Reporting, and Relationships. Hope this helps. Sam -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Charles Sent: Thursday, 26 June 2008 10:13 a.m. To: ARSList Subject: Customizing ITSM7 Multi-Tenancy Mode Hi, Has anyone done a customization where you control access restrictions by application rather than company. For instance Company A can use Company B's change management tickets but not Company B's incident tickets? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Customizing ITSM7 Multi-Tenancy Mode
We customized a single tenancy environment by overwriting the 'assignee groups' field (112) for selected support groups. This field normally has the company group ID(s). By overwriting we were able to hide these tickets from the rest of our company since they no longer had group permission to those records. The bulk of the person profiles were set up to NOT have unrestricted access and were granted access to the single company. Anyone in a restricted group got unrestricted access. 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. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Charles Sent: Wednesday, June 25, 2008 6:13 PM To: arslist@ARSLIST.ORG Subject: Customizing ITSM7 Multi-Tenancy Mode Hi, Has anyone done a customization where you control access restrictions by application rather than company. For instance Company A can use Company B's change management tickets but not Company B's incident tickets? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Remedy Developer Needed Immediately - Washington DC
Let's get the top 10 logistics out of the way: 10. Must be able to pass a government background check. 9. Must be a permanent resident or US Citizen. 8. Work is 100% onsite with government client in Washington DC. 7. The position is long term 1+ years could go out indefinite, this does not mean you will be employed indefinite, but if you do a good job you'll probably be around for a long time. 6. Finity IT is a BMC Solutions Partner and not a recruiting company. 5. We are not looking for someone that can walk on water but will not turn down water walkers. 4. We are looking for team players and not individual superstars. 3. Just because you are a consultant doesn't mean that you shouldn't relate to the company you work for as much as the client. 2. Finity IT is run by Remedy Developers, so been there done that either heard most of it and can sympathize or can read through the BS. 1. Finally just because you have 1 year ITSM 7.0 experience does not make you an expert. Finity IT is a leader in IT Optimization specializing in Service Management, Enterprise Architecture, and Solutions Architecture consulting services. We are looking for a Remedy Developer to join our team. The Remedy Developer will support one of our government clients with the implementation of the Remedy ITSM 7.0 Suite, to include Service Desk, Change Management, Asset Management, and Service Level Management. The individual will also assist in integrating Remedy with 3rd party applications, and assisting with requirements analysis, design, and implementation of Remedy customization and configuration. Candidate will have the following minimum requirements: 5+ years Remedy administration and development experience 2+ years experience configuring and customizing the Remedy ITSM Suite Configuration of the Change Management approval process Customization and configuration of the CMDB Strong understanding of ITIL Designing Crystal Reports to be used with the Remedy ITSM Suite Experience conducting Requirements Analysis sessions and recommending solutions Ability to train end users on Remedy ITSM functionality If you are interested in the position please forward resume to [EMAIL PROTECTED] Brian Pancia Finity IT, LLC Tel: (240)536-6702 Fax: (240)536-9160 [EMAIL PROTECTED] www.finityit.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Impact of Disabled Filters and Active links.
Hi, Number of Active Links and Filters are Diabled on my system. When I take a log of certain action, then some of these Disabled Active links/Filters also appear in the log. I want to know if these disabled objects impact the perforance? If yes, then what should be the best way to deal with these object? Pls suggest. With Regards, Anuj Dua ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
