Re: WEB URL has IP Address in $SERVER$

[HonnourPrahalladachar, PhaniRaja]

Hi LJ,
 
Thanks for the Reply. I've raised an issue with BMC. Now I've added the
FQDN of the server in Mid-Tier AR Server registrations.
 
But the same notification works fine in other environments (Dev &
Pre-Prod). The WEB URL has got the server name instead of the ip
address. 
 
Phani. 
Voip: +44 20718 25413 

~Whatever It Takes~ 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Thursday, June 26, 2008 20:20
To: arslist@ARSLIST.ORG
Subject: Re: WEB URL has IP Address in $SERVER$


** 
I recently went through an exercise with BMC regarding the 'server='
value when using the 'Web URL' notification.  The short answer is that
remedy uses it's 'fqdn' when doing these links, and there is no
configuration option available to configure it, in your situation I must
assume it's using the IP because it can't get the
'name.domain.com'but in either case...you have no options to
configure this.  A 'workaround' to this problem was pointed out, and it
ended up coming from our own Misibut the work around is to write a
filter on your AR Server Email Messages form with a qual of 
 
 'Plain Text Body' LIKE  "%&server=&%"
 
and have a setfield action similar to
 
REPLACE($Plain Text Body$,  "&server=&",
"&server=&")
 
I implemented this work around and it works very wellbut I tried
opening a bug on this, they gave the standard 'working as designed'
spiel, so I opened an enhancement request to make it possible to specify
the value in this URL...who knows if we will ever get this
enhancementso for the time being, I just have this in my 'bag of
tricks'.  Let me know if this does it for you.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of HonnourPrahalladachar,
PhaniRaja
Sent: Thursday, June 26, 2008 2:18 AM
To: arslist@ARSLIST.ORG
Subject: WEB URL has IP Address in $SERVER$


** 

Hi All, 

We have a small glitch in the ITSM 7 notification. The notifications
from our ITSM 7 server is as mentioned below: 
 >

Link is expected to have the Load Balancer server name, but instead it
contains the Load Balancer  ip address. The hosts file in Remedy servers
& mid-tier server have got the Remedy Load Balancer IP address mapped
with the Remedy Load balancer name. 

One other thing is that in Mid-Tier configuration, Remedy Load Balancer
Name is configured (not the IP Address) . If we access the URL using
server= "IP address" of the Remedy Load Balancer it comes up with the
message " the server is not registered"...in those lines.

The ServerName in the ar.cfg file is also mapped to the Remedy Load
balancer Name. It will be helpful is anybody can throw light on this. We
have AR service with the following configuration:

ARS 7.1 Patch # 1 
ITSM 7.0.3 Patch 6 
Midtier 7.1 Patch 001 
Windows 2003 Servers, 
SQL 2005 

Phani. 
Voip: +44 20718 25413 

~Whatever It Takes~ 


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"Copy to New" functionality for Mid-Tier

[Tournier, Pascal]

Hi,

 

We have recently migrated to Remedy ARS version 7.0.1 and wanted to go
to the Web access interface via Mid-tier. So currently we are using the
User tool and the Web interface to access our forms... I have noticed
that the "Copy to New" functionality that we have in the User tool (edit
-> Copy to New) doesn't exist for the Web.

 

Is there one easy way to produce this functionality via the workflow
like adding a button.. I know that I can create a Active Link with a
open windows associated but the problem is that will then have to match
each fields one aftzer the other which is really time consuming by
knowing that we have more than 100 fields for some schema or is there at
least the possibility to match all fields directly.. furthermore I will
then need also to create such AL for each schema and we have more than
50 schemas... 

 

So I'm really looking for a easier solution... the better will be to
have this Copy to New functionality also integrated for the Web... Is
there any plan to do so ?

 

Thanks

Regards

 


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Re: "Copy to New" functionality for Mid-Tier

[Jason]

Add a button and a display only field to your form (ztmpCopyToNew)
Create an active link for the button with an open window action. Push the
Request ID and set the 'ztmpCopyToNew' = "Yes"
Create an active link to run on Open/Display when 'ztmpCopyToNew' = "Yes"
AND 'Request ID' != $NULL$
1st action: Set field where 'Request ID' = $Request ID$ Set
all matching ID's
2nd action: Set Request ID, Time fields, etc...  to $NULL$
 
 
Good luck
Jason Bess

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tournier, Pascal
Sent: Monday, June 30, 2008 7:06 AM
To: arslist@ARSLIST.ORG
Subject: "Copy to New" functionality for Mid-Tier


** 

Hi,

 

We have recently migrated to Remedy ARS version 7.0.1 and wanted to go to
the Web access interface via Mid-tier. So currently we are using the User
tool and the Web interface to access our forms. I have noticed that the
"Copy to New" functionality that we have in the User tool (edit -> Copy to
New) doesn't exist for the Web.

 

Is there one easy way to produce this functionality via the workflow like
adding a button.. I know that I can create a Active Link with a open windows
associated but the problem is that will then have to match each fields one
aftzer the other which is really time consuming by knowing that we have more
than 100 fields for some schema or is there at least the possibility to
match all fields directly.. furthermore I will then need also to create such
AL for each schema and we have more than 50 schemas. 

 

So I'm really looking for a easier solution. the better will be to have this
Copy to New functionality also integrated for the Web. Is there any plan to
do so ?

 

Thanks

Regards

 

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Escalations are not firing

[Atul Vohra]

Hi All,

Escalations on our Solaris ARS 6.3 system are not firing. I verified that 
'Disable Escalations' is NOT checked. I have escalations being logged and found 
that when I check / uncheck the 'Disable Escalations' option, few escalations 
are processed and then nothing shows up in the log file. There is no error in 
arerror.log either.
Tried restarting arsystem still same results -- Is there anything that I can 
check...


Thanks
Atul

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Re: Escalations are not firing

[T. Dee]

I have seen this before - we had to reboot the server to resolve this.

Ty


On 6/30/08, Atul Vohra <[EMAIL PROTECTED]> wrote:
> Hi All,
>
> Escalations on our Solaris ARS 6.3 system are not firing. I verified that 
> 'Disable Escalations' is NOT checked. I have escalations being logged and 
> found that when I check / uncheck the 'Disable Escalations' option, few 
> escalations are processed and then nothing shows up in the log file. There is 
> no error in arerror.log either.
> Tried restarting arsystem still same results -- Is there anything that I can 
> check...
>
>
> Thanks
> Atul
>
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Re: arInvokeGuide example

[huntmon]

FYI, Here is simple example.




function callguide()
{
  if (window.external != null)  
 window.external.arInvokeGuide("{your ARS server}","{your AL guide}");
}



www.google.com Visit Google 




huntmon wrote:
> 
> ARS 7.1.0 P3, Solaris, Windows User Tools
> 
> From a view field we want to capture the event that the agent clicked on a
> link in the view field's browser window using the windows user tool. Does
> anyone have quick example. I am a little new to web development.
> 
> Thanks
> 

-- 
View this message in context: 
http://www.nabble.com/arInvokeGuide-example-tp18154392p18196589.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: Adding additional AIE instances of the Integration Engine service

[Howard Richter]

Joe,

Thanks

Have a good 4th.

hbr

On Sun, Jun 29, 2008 at 7:25 PM, Joe D'Souza <[EMAIL PROTECTED]> wrote:

> ** You get a new service installed if that's the option you chose during
> the install when it prompts you as to how many instances you would like.. If
> you do not want any more added you should put 0 in there..
>
> Joe
>
> -Original Message-
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] Behalf Of *Howard Richter
> *Sent:* Sunday, June 29, 2008 3:19 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Adding additional AIE instances of the Integration Engine
> service
>
> ** I had a strange thing happen to me. I upgraded the engine twice, after
> reinstalling the oracle drivers (I still can not see Oracle correctly and
> BMC is still working the issue) what was strange was that each time I
> installed I got new instance.
>
> We are on windoz.
>
> Howard
>
> On Fri, Jun 27, 2008 at 2:37 PM, Remedy <[EMAIL PROTECTED]> wrote:
>
>> I just started working on a new contract where they are using ARSystem
>> 7.1.00 Patch 002 with AIE 7.1.00 Patch 002 and CMDB 2.0.1 patch 004.
>>
>> The Remedy server currently has about 12 CPU's, and the group that
>> installed AIE only setup two instances of the Integration Engine
>> service.
>>
>> We would like to add additional AIE engine services in order to take
>> advantage of the additional CPU's and increase the current performance
>> by using multiple data exchanges by assigning each to a different
>> instance.
>>
>> The install docs state that you can specify the number of instances to
>> create during install, but there is nothing mentioned as to how to add
>> more later on. Does anyone know or have any experience on how to add
>> more?
>>
>> The only way I can see doing this is by adding new entries into the
>> EIE:BackUpLoadFlag form and also setting up additional startup scripts
>> for services on the Unix box. Is this the correct approach or am I
>> missing other details.
>>
>> Thanks in advance,
>>
>> Brent...
>
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-- 
Howard Richter
Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified
E-Mail = [EMAIL PROTECTED]
LinkedIn Profile = http://www.linkedin.com/in/hbr4270

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permissions issues again

[Gary Opela (Corporate)]

I have a user who has a read license and is unable to modify her own ticket. 
The fields on which she is erroring have Public read, and then an explicit 
group with modify rights. The user is a member of that explicit group. Also, 
the Allow any user to submit flag is checked.

Yet, my user still receives: You do not have a right license, and Unable to 
modify field: Status errors.

Any idea which subtlety I'm missing?

Thanks,

Gary Opela, Jr., RSP
Remedy Engineer
Leader Communications, Inc.
http://www.5pointleader.com
http://www.lcibest.com
Best Product, Best People, Best PriceTM
An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company


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Re: permissions issues again

[Grooms, Frederick W]

Just to check ...  User is the submitter (field 2) of the record?  The
field in question has Submitter (with R/W rights) in the permissions?
The server is set for Submitter Mode Locked?
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gary Opela (Corporate)
Sent: Monday, June 30, 2008 9:57 AM
To: arslist@ARSLIST.ORG
Subject: permissions issues again



I have a user who has a read license and is unable to modify her own
ticket. The fields on which she is erroring have Public read, and then
an explicit group with modify rights. The user is a member of that
explicit group. Also, the Allow any user to submit flag is checked.


Yet, my user still receives: You do not have a right license, and Unable
to modify field: Status errors.

 

Any idea which subtlety I'm missing?

 

Thanks,

 

Gary Opela, Jr., RSP

Remedy Engineer

Leader Communications, Inc.

http://www.5pointleader.com

http://www.lcibest.com

Best Product, Best People, Best PriceTM

An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company

 


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Re: "Copy to New" functionality for Mid-Tier

[Carey Matthew Black]

Jason,

That would only return values that were saved to the DB before the
window was opened. So if the user had changed a fields value and not
saved the change before clicking the new button then the old value
would be on the window that is opened instead of the new value.

Pascal,

I think the whole process can be simplified by having the new button
open a dialog and pass in the field values that should be moved
forward.Yes that means you have to maintain that mapping, but there
likely are some fields that need to not be passed forward and others
that need new values. ( Like any field that identifies who created the
record. Or other things like GUID values etc...) So I think it
somewhat unavoidable to maintain that map anyway.

However, If you map one field, then export the Active Link in an XML
file I think you will find that you can manually edit them easily to
map to the the maps easy enough.

HTH.

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

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


On Mon, Jun 30, 2008 at 7:35 AM, Jason <[EMAIL PROTECTED]> wrote:
> **
> Add a button and a display only field to your form (ztmpCopyToNew)
> Create an active link for the button with an open window action. Push the
> Request ID and set the 'ztmpCopyToNew' = "Yes"
> Create an active link to run on Open/Display when 'ztmpCopyToNew' = "Yes"
> AND 'Request ID' != $NULL$
> 1st action: Set field where 'Request ID' = $Request ID$ Set
> all matching ID's
> 2nd action: Set Request ID, Time fields, etc...  to $NULL$
>
>
> Good luck
> Jason Bess
> 
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Tournier, Pascal
> Sent: Monday, June 30, 2008 7:06 AM
> To: arslist@ARSLIST.ORG
> Subject: "Copy to New" functionality for Mid-Tier
>
> **
>
> Hi,
>
>
>
> We have recently migrated to Remedy ARS version 7.0.1 and wanted to go to
> the Web access interface via Mid-tier. So currently we are using the User
> tool and the Web interface to access our forms… I have noticed that the
> "Copy to New" functionality that we have in the User tool (edit -> Copy to
> New) doesn't exist for the Web.
>
>
>
> Is there one easy way to produce this functionality via the workflow like
> adding a button.. I know that I can create a Active Link with a open windows
> associated but the problem is that will then have to match each fields one
> aftzer the other which is really time consuming by knowing that we have more
> than 100 fields for some schema or is there at least the possibility to
> match all fields directly.. furthermore I will then need also to create such
> AL for each schema and we have more than 50 schemas…
>
>
>
> So I'm really looking for a easier solution… the better will be to have this
> Copy to New functionality also integrated for the Web… Is there any plan to
> do so ?
>
>
>
> Thanks
>
> Regards

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OT: ACD Integration

[Brian Gillock]

Hey List,

We are working on an integration with Apropos 6.5.1.  In our
script that pops the incident form and performs a query, we are getting
extra qualifications in it.  The query we are passing is 'Incident*+ =
"INC0003" which as the API docs state works in the advanced search
bar.  The function we are using is 

 

Set EntryList = ARForm.Query(query)

 

When I view the SQL logs, it is actually querying as follows:

SELECT
T983.C1,C100161,C10,C7,C100164,C100169,C100018,C1000
19,C100082,C100560,C103009,C100869,C100217,C1002
18 FROM T983 WHERE ((T983.C100161 = 'INC0003') AND
(T983.C301788500 = 'SYS:SLM:EventSchedule_Clone') AND (T983.C301610100 =
'SYS:SLM:Measurement_Clone') AND (T983.C100161 = 'INC0003'))
ORDER BY 2 DESC, 1 ASC

 

 

Which is causing a type mismatch error, can't search text in a varchar.
When I remove the extra qualification and run the query from the SQL console
it works.  Can someone tell me why it's adding..

AND (T983.C301788500 = 'SYS:SLM:EventSchedule_Clone') AND (T983.C301610100 =
'SYS:SLM:Measurement_Clone') AND (T983.C100161 = 'INC0003'))
ORDER BY 2 DESC, 1 ASC

 

 

Windows Server 2003

SQL Server 2005

ARS 7.1 patch 2

ARUser 7.1

 

 

Thank you!

Brian

 


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Re: OT: ACD Integration

[Carey Matthew Black]

Brian,

Just a guess

In the User tool, turn on Active Link logs. You likely have workflow
that is setting additional fields with some value on "Query".

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

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


On Mon, Jun 30, 2008 at 12:44 PM, Brian Gillock
<[EMAIL PROTECTED]> wrote:
> **
>
> Hey List,
>
> We are working on an integration with Apropos 6.5.1.  In our
> script that pops the incident form and performs a query, we are getting
> extra qualifications in it.  The query we are passing is 'Incident*+ =
> "INC0003" which as the API docs state works in the advanced search
> bar.  The function we are using is
>
>
>
> Set EntryList = ARForm.Query(query)
>
>
>
> When I view the SQL logs, it is actually querying as follows:
>
> SELECT
> T983.C1,C100161,C10,C7,C100164,C100169,C100018,C100019,C100082,C100560,C103009,C100869,C100217,C100218
> FROM T983 WHERE ((T983.C100161 = 'INC0003') AND (T983.C301788500
> = 'SYS:SLM:EventSchedule_Clone') AND (T983.C301610100 =
> 'SYS:SLM:Measurement_Clone') AND (T983.C100161 = 'INC0003'))
> ORDER BY 2 DESC, 1 ASC
>
>
>
>
>
> Which is causing a type mismatch error, can't search text in a varchar.
> When I remove the extra qualification and run the query from the SQL console
> it works.  Can someone tell me why it's adding….
>
> AND (T983.C301788500 = 'SYS:SLM:EventSchedule_Clone') AND (T983.C301610100 =
> 'SYS:SLM:Measurement_Clone') AND (T983.C100161 = 'INC0003'))
> ORDER BY 2 DESC, 1 ASC
>
>
>
>
>
> Windows Server 2003
>
> SQL Server 2005
>
> ARS 7.1 patch 2
>
> ARUser 7.1
>
>
>
>
>
> Thank you!
>
> Brian

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Re: Creating CERT7.DB for LDAP SSL

[PCR Remedy]

Hi list,

This is were you can find the binaries files instead compiled them, also ask
to Support for the "Troubleshooting SSL with Certutil".

ftp://ftp.mozilla.org/pub/mozilla.org/security/nss/releases/NSS_3_4_2_RTM/

PCr




On 6/12/08, Walters, Mark <[EMAIL PROTECTED]> wrote:
>
> **
>
> There are command line utilities that can be used to create and manage the
> cert7.db and key3.db files – installation of Navigator is not necessary;
>
>
>
> http://www.mozilla.org/projects/security/pki/nss/tools/
>
>
>
> Mark
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *PCR Remedy
> *Sent:* 11 June 2008 16:56
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Creating CERT7.DB for LDAP SSL
>
>
>
> **
>
> Hi Melissa, List,
>
>
>
> Does any have this information?
>
> How is the "easy" way, I can´t tell to Linux guy to install a No-Supported
> application and older versión of Nescape´.
>
>
>
> Thanks.
>
>
>
> Peter
>
>
>
> On 4/23/08, *SUBSCRIBE arslist Melissa* <[EMAIL PROTECTED]> wrote:
>
> **
> We are having issues trying to create the cert7.db so that we can use 
> LDAPSSL.  Does anyone have a good step by step document on how this should be
> done?
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>
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Re: permissions issues again

[Gary Opela (Corporate)]

No luck.

Thanks,

Gary Opela, Jr., RSP
Remedy Engineer
Leader Communications, Inc.
http://www.5pointleader.com
http://www.lcibest.com
Best Product, Best People, Best PriceTM
An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Grooms, Frederick W
Sent: Monday, June 30, 2008 10:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: permissions issues again

Just to check ...  User is the submitter (field 2) of the record?  The field in 
question has Submitter (with R/W rights) in the permissions?  The server is set 
for Submitter Mode Locked?

Fred


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Gary Opela (Corporate)
Sent: Monday, June 30, 2008 9:57 AM
To: arslist@ARSLIST.ORG
Subject: permissions issues again
I have a user who has a read license and is unable to modify her own ticket. 
The fields on which she is erroring have Public read, and then an explicit 
group with modify rights. The user is a member of that explicit group. Also, 
the Allow any user to submit flag is checked.

Yet, my user still receives: You do not have a right license, and Unable to 
modify field: Status errors.

Any idea which subtlety I'm missing?

Thanks,

Gary Opela, Jr., RSP
Remedy Engineer
Leader Communications, Inc.
http://www.5pointleader.com
http://www.lcibest.com
Best Product, Best People, Best PriceTM
An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company

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Re: OT: ACD Integration

[Brian Gillock]

You nailed it Carey!  Thank you!!!  Now off to the ER to have my forehead
bandaged.  :P

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Monday, June 30, 2008 10:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT: ACD Integration

Brian,

Just a guess

In the User tool, turn on Active Link logs. You likely have workflow
that is setting additional fields with some value on "Query".

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

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


On Mon, Jun 30, 2008 at 12:44 PM, Brian Gillock
<[EMAIL PROTECTED]> wrote:
> **
>
> Hey List,
>
> We are working on an integration with Apropos 6.5.1.  In
our
> script that pops the incident form and performs a query, we are getting
> extra qualifications in it.  The query we are passing is 'Incident*+ =
> "INC0003" which as the API docs state works in the advanced search
> bar.  The function we are using is
>
>
>
> Set EntryList = ARForm.Query(query)
>
>
>
> When I view the SQL logs, it is actually querying as follows:
>
> SELECT
>
T983.C1,C100161,C10,C7,C100164,C100169,C100018,C1000
19,C100082,C100560,C103009,C100869,C100217,C1002
18
> FROM T983 WHERE ((T983.C100161 = 'INC0003') AND
(T983.C301788500
> = 'SYS:SLM:EventSchedule_Clone') AND (T983.C301610100 =
> 'SYS:SLM:Measurement_Clone') AND (T983.C100161 = 'INC0003'))
> ORDER BY 2 DESC, 1 ASC
>
>
>
>
>
> Which is causing a type mismatch error, can't search text in a varchar.
> When I remove the extra qualification and run the query from the SQL
console
> it works.  Can someone tell me why it's adding..
>
> AND (T983.C301788500 = 'SYS:SLM:EventSchedule_Clone') AND (T983.C301610100
=
> 'SYS:SLM:Measurement_Clone') AND (T983.C100161 = 'INC0003'))
> ORDER BY 2 DESC, 1 ASC
>
>
>
>
>
> Windows Server 2003
>
> SQL Server 2005
>
> ARS 7.1 patch 2
>
> ARUser 7.1
>
>
>
>
>
> Thank you!
>
> Brian


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Question: Configuring Assignments in ITSM 7.x

[Bilinski, John]

Question:

My question has to do with configuring assignments in ITSM 7.x.  Can I
say specify in the Assignment Configuration form for a specific
combination of Operational Category and Product Category ONLY groups A
and B can be assigned to that combination? i.e. limiting the menu on the
Change form for the Change Assignee, Support Group Name+ to only display
Groups A and B when the specified combination of Operational and Product
Category have been selected. 

I tried to get this to work by inputting the values I wanted into the
Assignment Configuration form in 7.x but it did not work, basically I am
trying to get this to work like the SHR:Assignments Groups with Skills
worked in 6.3. 

Does 7.x have this type of functionality?

Thanks. 

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Re: Question: Configuring Assignments in ITSM 7.x

[Begosh, Kevin]

John,
The assignment configuration form you are referring to I believe only
has to do with auto assignment to groups and not displaying what groups
display for what combination of products and operational categorization.



Kevin Begosh

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John
Sent: Monday, June 30, 2008 2:23 PM
To: arslist@ARSLIST.ORG
Subject: Question: Configuring Assignments in ITSM 7.x

Question:

My question has to do with configuring assignments in ITSM 7.x.  Can I
say specify in the Assignment Configuration form for a specific
combination of Operational Category and Product Category ONLY groups A
and B can be assigned to that combination? i.e. limiting the menu on the
Change form for the Change Assignee, Support Group Name+ to only display
Groups A and B when the specified combination of Operational and Product
Category have been selected. 

I tried to get this to work by inputting the values I wanted into the
Assignment Configuration form in 7.x but it did not work, basically I am
trying to get this to work like the SHR:Assignments Groups with Skills
worked in 6.3. 

Does 7.x have this type of functionality?

Thanks. 


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Re: "Copy to New" functionality for Mid-Tier

[Decou, Candace M]

Well there is sort of a Copy to New function, but I believe it depends
on where you are.  So, for example, if you open a Change Request or an
Incident, in the left-hand navigation bar you can go to Functions and
select 'Copy Change', etc..  I don't think it's readily available for
all forms though, just the primary forms but I haven't really looked
much.  If I need to do lots of that, I just use thick client.

Hope this helps.

:-)

 

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED]
  

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tournier, Pascal
Sent: Monday, June 30, 2008 4:06 AM
To: arslist@ARSLIST.ORG
Subject: "Copy to New" functionality for Mid-Tier

 

Hi,

 

We have recently migrated to Remedy ARS version 7.0.1 and wanted to go
to the Web access interface via Mid-tier. So currently we are using the
User tool and the Web interface to access our forms... I have noticed
that the "Copy to New" functionality that we have in the User tool (edit
-> Copy to New) doesn't exist for the Web.

 

Is there one easy way to produce this functionality via the workflow
like adding a button.. I know that I can create a Active Link with a
open windows associated but the problem is that will then have to match
each fields one aftzer the other which is really time consuming by
knowing that we have more than 100 fields for some schema or is there at
least the possibility to match all fields directly.. furthermore I will
then need also to create such AL for each schema and we have more than
50 schemas... 

 

So I'm really looking for a easier solution... the better will be to
have this Copy to New functionality also integrated for the Web... Is
there any plan to do so ?

 

Thanks

Regards

 

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Re: Adding additional AIE instances of the Integration Engine service

[Joe DeSouza]

Thank you - I will.. You all have a good one too..
Joe



- Original Message 
From: Howard Richter <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, June 30, 2008 10:13:48 AM
Subject: Re: Adding additional AIE instances of the Integration Engine service

** 
Joe,
 
Thanks 
 
Have a good 4th.
 
hbr


On Sun, Jun 29, 2008 at 7:25 PM, Joe D'Souza <[EMAIL PROTECTED]> wrote:

** 
You get a new service installed if that's the option you chose during the 
install when it prompts you as to how many instances you would like.. If you do 
not want any more added you should put 0 in there..
 
Joe
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Howard Richter
Sent: Sunday, June 29, 2008 3:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Adding additional AIE instances of the Integration Engine service

** 
I had a strange thing happen to me. I upgraded the engine twice, after 
reinstalling the oracle drivers (I still can not see Oracle correctly and BMC 
is still working the issue) what was strange was that each time I installed I 
got new instance.
 
We are on windoz.
 
Howard


On Fri, Jun 27, 2008 at 2:37 PM, Remedy <[EMAIL PROTECTED]> wrote:

I just started working on a new contract where they are using ARSystem
7.1.00 Patch 002 with AIE 7.1.00 Patch 002 and CMDB 2.0.1 patch 004.

The Remedy server currently has about 12 CPU's, and the group that
installed AIE only setup two instances of the Integration Engine
service.

We would like to add additional AIE engine services in order to take
advantage of the additional CPU's and increase the current performance
by using multiple data exchanges by assigning each to a different
instance.

The install docs state that you can specify the number of instances to
create during install, but there is nothing mentioned as to how to add
more later on. Does anyone know or have any experience on how to add
more?

The only way I can see doing this is by adding new entries into the
EIE:BackUpLoadFlag form and also setting up additional startup scripts
for services on the Unix box. Is this the correct approach or am I
missing other details.

Thanks in advance,

Brent...__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 __Platinum Sponsor: 
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Re: Question: Configuring Assignments in ITSM 7.x

[Bilinski, John]

Thanks Kevin, I have so far come to that realization after playing with
the form some more. 

Still, is there any way in ITSM 7.x to lock down the Group and
Individual Assignment menus on the Incident, Problem and Change forms
based on what Product or Operational Category combinations are selected?




-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Begosh, Kevin
Sent: Monday, June 30, 2008 2:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question: Configuring Assignments in ITSM 7.x

John,
The assignment configuration form you are referring to I believe only
has to do with auto assignment to groups and not displaying what groups
display for what combination of products and operational categorization.



Kevin Begosh

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John
Sent: Monday, June 30, 2008 2:23 PM
To: arslist@ARSLIST.ORG
Subject: Question: Configuring Assignments in ITSM 7.x

Question:

My question has to do with configuring assignments in ITSM 7.x.  Can I
say specify in the Assignment Configuration form for a specific
combination of Operational Category and Product Category ONLY groups A
and B can be assigned to that combination? i.e. limiting the menu on the
Change form for the Change Assignee, Support Group Name+ to only display
Groups A and B when the specified combination of Operational and Product
Category have been selected. 

I tried to get this to work by inputting the values I wanted into the
Assignment Configuration form in 7.x but it did not work, basically I am
trying to get this to work like the SHR:Assignments Groups with Skills
worked in 6.3. 

Does 7.x have this type of functionality?

Thanks. 


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Re: Question: Configuring Assignments in ITSM 7.x

[Begosh, Kevin]

What I did forget to mention is that if you set up the auto assignments
correctly you can leave them blank and let the system assign a group to
the ticket for the analysts so that they will not even have to assign
the ticket to a group, then the group manager can assign it to a user or
you can configure the assignment engine to even do that. 


Kevin Begosh, RSP
External Initiatives
System Design & Integration 
301-791-3540 Phone
410-422-3623 Cell
[EMAIL PROTECTED]

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John
Sent: Monday, June 30, 2008 2:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question: Configuring Assignments in ITSM 7.x

Thanks Kevin, I have so far come to that realization after playing with
the form some more. 

Still, is there any way in ITSM 7.x to lock down the Group and
Individual Assignment menus on the Incident, Problem and Change forms
based on what Product or Operational Category combinations are selected?




-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Begosh, Kevin
Sent: Monday, June 30, 2008 2:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question: Configuring Assignments in ITSM 7.x

John,
The assignment configuration form you are referring to I believe only
has to do with auto assignment to groups and not displaying what groups
display for what combination of products and operational categorization.



Kevin Begosh

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John
Sent: Monday, June 30, 2008 2:23 PM
To: arslist@ARSLIST.ORG
Subject: Question: Configuring Assignments in ITSM 7.x

Question:

My question has to do with configuring assignments in ITSM 7.x.  Can I
say specify in the Assignment Configuration form for a specific
combination of Operational Category and Product Category ONLY groups A
and B can be assigned to that combination? i.e. limiting the menu on the
Change form for the Change Assignee, Support Group Name+ to only display
Groups A and B when the specified combination of Operational and Product
Category have been selected. 

I tried to get this to work by inputting the values I wanted into the
Assignment Configuration form in 7.x but it did not work, basically I am
trying to get this to work like the SHR:Assignments Groups with Skills
worked in 6.3. 

Does 7.x have this type of functionality?

Thanks. 


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Re: permissions issues again

[BMax]

Hi,

what is the submitter mode for this server(Server information->Licenses
tab)? If it's changeable then user with read license will have no chance to
modify his ticket. If you'll chage it to "Locked" he will be able to change
it. Be careful to change this as it will  effect all server. Refer to
documentation on ARS.

Regards,
Maxim


Gary Opela wrote:
> 
> I have a user who has a read license and is unable to modify her own
> ticket. The fields on which she is erroring have Public read, and then an
> explicit group with modify rights. The user is a member of that explicit
> group. Also, the Allow any user to submit flag is checked.
> 
> Yet, my user still receives: You do not have a right license, and Unable
> to modify field: Status errors.
> 
> Any idea which subtlety I'm missing?
> 
> Thanks,
> 
> Gary Opela, Jr., RSP
> Remedy Engineer
> Leader Communications, Inc.
> http://www.5pointleader.com
> http://www.lcibest.com
> Best Product, Best People, Best PriceTM
> An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company
> 
> 
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> 
> 
> -
> 
> Thanks,
> 
> Gary Opela, Jr., RSP
> Remedy Engineer
> Leader Communications, Inc.
> 

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Re: Question: Configuring Assignments in ITSM 7.x

[Bilinski, John]

My problem with the new assignment functionality is that because a
support user can manually assign the ticket to any group on the Support
Group Name+ menu list the assignment engine does not keep them from
assigning the ticket to the wrong group. My customers don't like open
manual assignments which this version of ITSM in effect allows because
people like to assign tickets to one group all the time when they should
only be presented with the groups that are designated to handle that
Operational Category. I wish their was a way to stop this but I see I
have some headache explaining this in my future.

Thanks for the information Kevin.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Begosh, Kevin
Sent: Monday, June 30, 2008 2:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question: Configuring Assignments in ITSM 7.x

What I did forget to mention is that if you set up the auto assignments
correctly you can leave them blank and let the system assign a group to
the ticket for the analysts so that they will not even have to assign
the ticket to a group, then the group manager can assign it to a user or
you can configure the assignment engine to even do that. 


Kevin Begosh, RSP
External Initiatives
System Design & Integration 
301-791-3540 Phone
410-422-3623 Cell
[EMAIL PROTECTED]

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John
Sent: Monday, June 30, 2008 2:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question: Configuring Assignments in ITSM 7.x

Thanks Kevin, I have so far come to that realization after playing with
the form some more. 

Still, is there any way in ITSM 7.x to lock down the Group and
Individual Assignment menus on the Incident, Problem and Change forms
based on what Product or Operational Category combinations are selected?




-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Begosh, Kevin
Sent: Monday, June 30, 2008 2:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question: Configuring Assignments in ITSM 7.x

John,
The assignment configuration form you are referring to I believe only
has to do with auto assignment to groups and not displaying what groups
display for what combination of products and operational categorization.



Kevin Begosh

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John
Sent: Monday, June 30, 2008 2:23 PM
To: arslist@ARSLIST.ORG
Subject: Question: Configuring Assignments in ITSM 7.x

Question:

My question has to do with configuring assignments in ITSM 7.x.  Can I
say specify in the Assignment Configuration form for a specific
combination of Operational Category and Product Category ONLY groups A
and B can be assigned to that combination? i.e. limiting the menu on the
Change form for the Change Assignee, Support Group Name+ to only display
Groups A and B when the specified combination of Operational and Product
Category have been selected. 

I tried to get this to work by inputting the values I wanted into the
Assignment Configuration form in 7.x but it did not work, basically I am
trying to get this to work like the SHR:Assignments Groups with Skills
worked in 6.3. 

Does 7.x have this type of functionality?

Thanks. 


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Re: Question: Configuring Assignments in ITSM 7.x

[Begosh, Kevin]

I will look around more but there is none that I have found out of the
box.  You can always customize it though to make it how you want. 


Kevin Begosh, RSP
External Initiatives
System Design & Integration 
301-791-3540 Phone
410-422-3623 Cell
[EMAIL PROTECTED]

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John
Sent: Monday, June 30, 2008 2:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question: Configuring Assignments in ITSM 7.x

Thanks Kevin, I have so far come to that realization after playing with
the form some more. 

Still, is there any way in ITSM 7.x to lock down the Group and
Individual Assignment menus on the Incident, Problem and Change forms
based on what Product or Operational Category combinations are selected?




-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Begosh, Kevin
Sent: Monday, June 30, 2008 2:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question: Configuring Assignments in ITSM 7.x

John,
The assignment configuration form you are referring to I believe only
has to do with auto assignment to groups and not displaying what groups
display for what combination of products and operational categorization.



Kevin Begosh

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John
Sent: Monday, June 30, 2008 2:23 PM
To: arslist@ARSLIST.ORG
Subject: Question: Configuring Assignments in ITSM 7.x

Question:

My question has to do with configuring assignments in ITSM 7.x.  Can I
say specify in the Assignment Configuration form for a specific
combination of Operational Category and Product Category ONLY groups A
and B can be assigned to that combination? i.e. limiting the menu on the
Change form for the Change Assignee, Support Group Name+ to only display
Groups A and B when the specified combination of Operational and Product
Category have been selected. 

I tried to get this to work by inputting the values I wanted into the
Assignment Configuration form in 7.x but it did not work, basically I am
trying to get this to work like the SHR:Assignments Groups with Skills
worked in 6.3. 

Does 7.x have this type of functionality?

Thanks. 


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Re: permissions issues again

[Gary Opela (Corporate)]

Submitter mode is locked.

Thanks,



Gary Opela, Jr., RSP

Remedy Engineer

Leader Communications, Inc.

http://www.5pointleader.com

http://www.lcibest.com

Best Product, Best People, Best PriceTM

An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of BMax
Sent: Monday, June 30, 2008 1:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: permissions issues again

Hi,

what is the submitter mode for this server(Server information->Licenses
tab)? If it's changeable then user with read license will have no chance to
modify his ticket. If you'll chage it to "Locked" he will be able to change
it. Be careful to change this as it will  effect all server. Refer to
documentation on ARS.

Regards,
Maxim


Gary Opela wrote:
>
> I have a user who has a read license and is unable to modify her own
> ticket. The fields on which she is erroring have Public read, and then an
> explicit group with modify rights. The user is a member of that explicit
> group. Also, the Allow any user to submit flag is checked.
>
> Yet, my user still receives: You do not have a right license, and Unable
> to modify field: Status errors.
>
> Any idea which subtlety I'm missing?
>
> Thanks,
>
> Gary Opela, Jr., RSP
> Remedy Engineer
> Leader Communications, Inc.
> http://www.5pointleader.com
> http://www.lcibest.com
> Best Product, Best People, Best PriceTM
> An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>
>
> -
>
> Thanks,
>
> Gary Opela, Jr., RSP
> Remedy Engineer
> Leader Communications, Inc.
>

--
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Re: permissions issues again

[Bilinski, John]

Gary,

Maxim is right, Submitter Mode is the way to go because it allows users
with READ AR Licenses to submit unlimited records and update the records
in which they are the submitter. 

If you are on AR System version 6.3 and are using the ITSM 6.0
applications and you are running into errors with modifying tickets
through ITSM apps like Help Desk, I have developed some workflow that
fixes the errors you see once Submitter Mode is changed to "Locked" with
Remedy's OOB ITSM Applications (Change, Help Desk and Task). I can
package it up if you wish to save you some headache. 

Also if you have custom app's make sure to look at your related workflow
on the Submitter field and make sure that before you change the
submitter mode to "Locked" that there is no rogue workflow that is
updating the Submitter $2$ field in any of your Regular forms and that
of there are any existing records you want specific individuals to
update to change the submitter values of those records to the user names
you want to be able to update (if you are giving them READ licenses).

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of BMax
Sent: Monday, June 30, 2008 2:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: permissions issues again

Hi,

what is the submitter mode for this server(Server information->Licenses
tab)? If it's changeable then user with read license will have no chance
to
modify his ticket. If you'll chage it to "Locked" he will be able to
change
it. Be careful to change this as it will  effect all server. Refer to
documentation on ARS.

Regards,
Maxim


Gary Opela wrote:
> 
> I have a user who has a read license and is unable to modify her own
> ticket. The fields on which she is erroring have Public read, and then
an
> explicit group with modify rights. The user is a member of that
explicit
> group. Also, the Allow any user to submit flag is checked.
> 
> Yet, my user still receives: You do not have a right license, and
Unable
> to modify field: Status errors.
> 
> Any idea which subtlety I'm missing?
> 
> Thanks,
> 
> Gary Opela, Jr., RSP
> Remedy Engineer
> Leader Communications, Inc.
> http://www.5pointleader.com
> http://www.lcibest.com
> Best Product, Best People, Best PriceTM
> An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company
> 
> 
>

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> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> 
> 
> -
> 
> Thanks,
> 
> Gary Opela, Jr., RSP
> Remedy Engineer
> Leader Communications, Inc.
> 

-- 
View this message in context:
http://www.nabble.com/permissions-issues-again-tp18197510p18201925.html
Sent from the ARS (Action Request System) mailing list archive at
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Re: permissions issues again

[Grooms, Frederick W]

Ok so the questions all answered yes...  Is it all users or just this
one user?



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gary Opela (Corporate)
Sent: Monday, June 30, 2008 12:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: permissions issues again


** 

No luck.

 

Thanks,

 

Gary Opela, Jr., RSP

Remedy Engineer

Leader Communications, Inc.

http://www.5pointleader.com

http://www.lcibest.com

Best Product, Best People, Best PriceTM

An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Monday, June 30, 2008 10:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: permissions issues again

 

Just to check ...  User is the submitter (field 2) of the record?  The
field in question has Submitter (with R/W rights) in the permissions?
The server is set for Submitter Mode Locked?

 

Fred

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gary Opela (Corporate)
Sent: Monday, June 30, 2008 9:57 AM
To: arslist@ARSLIST.ORG
Subject: permissions issues again

I have a user who has a read license and is unable to modify her own
ticket. The fields on which she is erroring have Public read, and then
an explicit group with modify rights. The user is a member of that
explicit group. Also, the Allow any user to submit flag is checked.


Yet, my user still receives: You do not have a right license, and Unable
to modify field: Status errors.

 

Any idea which subtlety I'm missing?

 

Thanks,

 

Gary Opela, Jr., RSP

Remedy Engineer

Leader Communications, Inc.

http://www.5pointleader.com

http://www.lcibest.com

Best Product, Best People, Best PriceTM

An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company

 

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Are" html___ 

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OT: MWRUG meeting scheduled for July 15, 2008 in Chicago

[Susan Palmer]

Hi Everyone,

We have our next MidWest Remedy User Group meeting all scheduled and
planned.  We've expanded to a full day which includes lunch.  But if you
want lunch you have register so we know you're coming and can plan for you
!!

Go to www.remedyusergroups.com and log in to register to attend the
meeting.  If you haven't registered yet, be sure to take a couple of minutes
to do so.  You can see the agenda by going to the calendar entry for July
15th.

Once you register your login don't forget to also go to Mailing List, then
select MWRUG so that future meeting notices will be mailed to you.

If you have any questions, don't hesitate to ask.  Everyone is invited, well
ok, the first 50 that register can attend !  Our meetings are generally
lively with lots of participation.  Come and join us!

Susan

Susan Palmer
ShopperTrak
200 W Monroe St 11th Floor
Chicago, IL  60606
312-529-5325
[EMAIL PROTECTED]

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Re: Question: Configuring Assignments in ITSM 7.x

[Begosh, Kevin]

Again you can customize this to go that way or you can make the fields
uneditable by the user and make the auto assignment work. 


Kevin Begosh, RSP
External Initiatives
System Design & Integration 
301-791-3540 Phone
410-422-3623 Cell
[EMAIL PROTECTED]

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John
Sent: Monday, June 30, 2008 2:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question: Configuring Assignments in ITSM 7.x

My problem with the new assignment functionality is that because a
support user can manually assign the ticket to any group on the Support
Group Name+ menu list the assignment engine does not keep them from
assigning the ticket to the wrong group. My customers don't like open
manual assignments which this version of ITSM in effect allows because
people like to assign tickets to one group all the time when they should
only be presented with the groups that are designated to handle that
Operational Category. I wish their was a way to stop this but I see I
have some headache explaining this in my future.

Thanks for the information Kevin.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Begosh, Kevin
Sent: Monday, June 30, 2008 2:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question: Configuring Assignments in ITSM 7.x

What I did forget to mention is that if you set up the auto assignments
correctly you can leave them blank and let the system assign a group to
the ticket for the analysts so that they will not even have to assign
the ticket to a group, then the group manager can assign it to a user or
you can configure the assignment engine to even do that. 


Kevin Begosh, RSP
External Initiatives
System Design & Integration
301-791-3540 Phone
410-422-3623 Cell
[EMAIL PROTECTED]

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John
Sent: Monday, June 30, 2008 2:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question: Configuring Assignments in ITSM 7.x

Thanks Kevin, I have so far come to that realization after playing with
the form some more. 

Still, is there any way in ITSM 7.x to lock down the Group and
Individual Assignment menus on the Incident, Problem and Change forms
based on what Product or Operational Category combinations are selected?




-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Begosh, Kevin
Sent: Monday, June 30, 2008 2:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question: Configuring Assignments in ITSM 7.x

John,
The assignment configuration form you are referring to I believe only
has to do with auto assignment to groups and not displaying what groups
display for what combination of products and operational categorization.



Kevin Begosh

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John
Sent: Monday, June 30, 2008 2:23 PM
To: arslist@ARSLIST.ORG
Subject: Question: Configuring Assignments in ITSM 7.x

Question:

My question has to do with configuring assignments in ITSM 7.x.  Can I
say specify in the Assignment Configuration form for a specific
combination of Operational Category and Product Category ONLY groups A
and B can be assigned to that combination? i.e. limiting the menu on the
Change form for the Change Assignee, Support Group Name+ to only display
Groups A and B when the specified combination of Operational and Product
Category have been selected. 

I tried to get this to work by inputting the values I wanted into the
Assignment Configuration form in 7.x but it did not work, basically I am
trying to get this to work like the SHR:Assignments Groups with Skills
worked in 6.3. 

Does 7.x have this type of functionality?

Thanks. 


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Re: permissions issues again

[Gary Opela (Corporate)]

So far just one user.

Thanks,

Gary Opela, Jr., RSP
Remedy Engineer
Leader Communications, Inc.
http://www.5pointleader.com
http://www.lcibest.com
Best Product, Best People, Best PriceTM
An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Grooms, Frederick W
Sent: Monday, June 30, 2008 2:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: permissions issues again

Ok so the questions all answered yes...  Is it all users or just this one user?


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Gary Opela (Corporate)
Sent: Monday, June 30, 2008 12:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: permissions issues again
**
No luck.

Thanks,

Gary Opela, Jr., RSP
Remedy Engineer
Leader Communications, Inc.
http://www.5pointleader.com
http://www.lcibest.com
Best Product, Best People, Best PriceTM
An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Grooms, Frederick W
Sent: Monday, June 30, 2008 10:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: permissions issues again

Just to check ...  User is the submitter (field 2) of the record?  The field in 
question has Submitter (with R/W rights) in the permissions?  The server is set 
for Submitter Mode Locked?

Fred


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Gary Opela (Corporate)
Sent: Monday, June 30, 2008 9:57 AM
To: arslist@ARSLIST.ORG
Subject: permissions issues again
I have a user who has a read license and is unable to modify her own ticket. 
The fields on which she is erroring have Public read, and then an explicit 
group with modify rights. The user is a member of that explicit group. Also, 
the Allow any user to submit flag is checked.

Yet, my user still receives: You do not have a right license, and Unable to 
modify field: Status errors.

Any idea which subtlety I'm missing?

Thanks,

Gary Opela, Jr., RSP
Remedy Engineer
Leader Communications, Inc.
http://www.5pointleader.com
http://www.lcibest.com
Best Product, Best People, Best PriceTM
An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company

__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" 
html_Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" 
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Re: permissions issues again

[Gary Opela (Corporate)]

So far just one user, but no other users which are set up for read only access 
have tried updating one of their tickets yet.

Thanks,

Gary Opela, Jr., RSP
Remedy Engineer
Leader Communications, Inc.
http://www.5pointleader.com
http://www.lcibest.com
Best Product, Best People, Best PriceTM
An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Grooms, Frederick W
Sent: Monday, June 30, 2008 2:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: permissions issues again

Ok so the questions all answered yes...  Is it all users or just this one user?


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Gary Opela (Corporate)
Sent: Monday, June 30, 2008 12:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: permissions issues again
**
No luck.

Thanks,

Gary Opela, Jr., RSP
Remedy Engineer
Leader Communications, Inc.
http://www.5pointleader.com
http://www.lcibest.com
Best Product, Best People, Best PriceTM
An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Grooms, Frederick W
Sent: Monday, June 30, 2008 10:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: permissions issues again

Just to check ...  User is the submitter (field 2) of the record?  The field in 
question has Submitter (with R/W rights) in the permissions?  The server is set 
for Submitter Mode Locked?

Fred


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Gary Opela (Corporate)
Sent: Monday, June 30, 2008 9:57 AM
To: arslist@ARSLIST.ORG
Subject: permissions issues again
I have a user who has a read license and is unable to modify her own ticket. 
The fields on which she is erroring have Public read, and then an explicit 
group with modify rights. The user is a member of that explicit group. Also, 
the Allow any user to submit flag is checked.

Yet, my user still receives: You do not have a right license, and Unable to 
modify field: Status errors.

Any idea which subtlety I'm missing?

Thanks,

Gary Opela, Jr., RSP
Remedy Engineer
Leader Communications, Inc.
http://www.5pointleader.com
http://www.lcibest.com
Best Product, Best People, Best PriceTM
An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company

__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" 
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Unix Server to restart services in 7.x

[Koyb P. Liabt]

Hi,

We are on 7.x
What is the command to?restart the Remedy Services on Unix?
?

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Re: Unix Server to restart services in 7.x

[Grooms, Frederick W]

In your bin directory (where the Remedy server is installed), you will
find a script called arsystem
 
usage is:   
  arsystem stop   
  arsystem start
 
This is documented in the Installing doc
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Koyb P. Liabt
Sent: Monday, June 30, 2008 3:55 PM
To: arslist@ARSLIST.ORG
Subject: Unix Server to restart services in 7.x


Hi,

We are on 7.x
What is the command to restart the Remedy Services on Unix?
 


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Re: Unix Server to restart services in 7.x

[Rick Cook]

/etc/init.d/arsystem restart should work.  Assuming that you used the
default install directory.  If it's not there, then take Fred's advice.

Rick

On Mon, Jun 30, 2008 at 1:54 PM, Koyb P. Liabt <[EMAIL PROTECTED]> wrote:

> ** Hi,
>
> We are on 7.x
> What is the command to restart the Remedy Services on Unix?
>
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Re: Unix Server to restart services in 7.x

[Koyb P. Liabt]

I received a message that some processes had to be stopped manually.

armonitor, arservd, arforkd, arplugin, arrecond, arsvcdsp, snmpxdmid... the 
arsystem stop doesn't stop these services?
I looked in the manual and did not see how to stop these manually 




-Original Message-
From: Rick Cook <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Mon, 30 Jun 2008 2:04 pm
Subject: Re: Unix Server to restart services in 7.x


** /etc/init.d/arsystem restart should work.? Assuming that you used the 
default install directory.? If it's not there, then take Fred's advice.

Rick


On Mon, Jun 30, 2008 at 1:54 PM, Koyb P. Liabt <[EMAIL PROTECTED]> wrote:

** Hi,

We are on 7.x
What is the command to?restart the Remedy Services on Unix?
?




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Re: Unix Server to restart services in 7.x

[Matt Reinfeldt]

Make sure that you're running the arsystem stop/start commands as the proper
user.  If you've got a non-root installation configured, you'll need to run
the commands as the non-root user, not necessarily the same account you log
in with.

 

Good luck,

 

Matt R.

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Koyb P. Liabt
Sent: Monday, June 30, 2008 4:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: Unix Server to restart services in 7.x

 

** I received a message that some processes had to be stopped manually.

armonitor, arservd, arforkd, arplugin, arrecond, arsvcdsp, snmpxdmid... the
arsystem stop doesn't stop these services?
I looked in the manual and did not see how to stop these manually 




-Original Message-
From: Rick Cook <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Mon, 30 Jun 2008 2:04 pm
Subject: Re: Unix Server to restart services in 7.x

** /etc/init.d/arsystem restart should work.  Assuming that you used the
default install directory.  If it's not there, then take Fred's advice.

Rick

On Mon, Jun 30, 2008 at 1:54 PM, Koyb P. Liabt <[EMAIL PROTECTED]> wrote:

** Hi,

We are on 7.x
What is the command to restart the Remedy Services on Unix?
 

  _  

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Re: BMC Service Request Management

[Joe DeSouza]

This information may be useful for me too.. We might end up using SRM 2.2 (the 
new release) with all the language options installed..
Joe



- Original Message 
From: "[EMAIL PROTECTED]" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, December 3, 2007 5:27:34 PM
Subject: BMC Service Request Management

Is there any one out there who has implemented BMC Service Request Management 
and is actually using the tool in a production environment? Looking for any 
installation, user and troubleshooting issues you may have encountered.

Scott Parrish
IT Prophets, LLC
(770) 653-5203



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Re: Looping through fields

[Joe DeSouza]

Michael,
While that is most definitely the easier way out, if you still have good 
reasons to build your own workflow, you can use the Set Field action using the 
$PROCESS$ action in a filter guide that runs Application-Copy-Field-Value 
 .
The Target and Source Field ID's would need to be dynamically generated through 
workflow.
I had in fact done exactly what you want about 3 years ago on a version of ARS 
which didn't have the audit functionality enabled.. I think it was 6.3?? not 
sure which version..
Sorry I dont have the def's of what I did or I'd share..
Cheers
Joe



- Original Message 
From: Rick Cook <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, December 3, 2007 2:31:25 PM
Subject: Re: Looping through fields

** 
Michael, you should look into the Auditing function that's already a part of AR 
System.  Look in the Form Application Objects manual for v7, or the concepts 
guide in 6.3.  I think it will be easier to use that than to re-invent the 
wheel. 
 
Rick
 
On 12/3/07, Thad K Esser <[EMAIL PROTECTED]> wrote: 
** 
Depending on your version that may already be built in to ARS, but I wanted to 
advise that if your requirement is "to detect if a field has changed" you want 
to use ('Field' != ' DB.Field'), without the TR. 

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



"Durrant, Michael M. - ITSD" <[EMAIL PROTECTED] > 
Sent by: "Action Request System discussion list(ARSList)"  
12/03/2007 11:07 AM 
Please respond to
arslist@ARSLIST.ORG 
 To arslist@ARSLIST.ORG  
cc  
Subject Looping through fields 
  
  


** 
I wanted to make a Filter guide that would check which fields on a form had 
changed (DB.Field != TR.Field) and push an audit record to a database.  I don't 
want to make a separate filter for every field on the form.   
  
Is there a way I can loop through some kind of data dictionary or?  My 
intuition tells me yes, but my limited Remedy experience tells me "Huh?" 
  
Thanks, 
  
Michael 
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Using escalations to generate a count of open ticket by status

[BrLloyd]

Hey group. This my first question to the group and involves populating
a custom form with the total count of open tickets per status.

I'm using an escalation with a push field action to set a tmp integer
field with a value of 1 on a custom form. The Escalation has a create
record condition; when a record doesn't exist with a matching assigned
individual and the record's create date isn't within the last hour.
(The most frequent that the Escalation would run.) A filter completes
the desired outcome and is set to run on submit/modify on the custom
form. It's has a set fields action which adds the ticket count integer
field and tmp integer field (+1) together and then nulls out the tmp
field. (Which may be redundant.)

The resulting records are not as I expect. The escalation seems to
both create one new record for each match and update the ones it just
created in the same execution. If it did one other the other
consistently I would be able to keep track of what is happening but as
it stands I'm finding this a bit unpredictable.

Can anyone explain this behavior? Also I would be open to other
approaches to the generate the same report but the goal is to generate
this without any user interaction and email it.

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Announcing BMC Remedy Action Request System 7.5.00 Beta Customer Programs

[Easter, David]

Announcing BMC Remedy Action Request System 7.5.00 Customer Programs!

 

BMC is pleased to announce plans to enter the beta phase of AR System
7.5.00 at the end of July.  Please read these instructions carefully if
you want to apply for these upcoming BMC Action Request System 7.5.00
Customer Programs! 

 

What's new in BMC Remedy Action Request System 7.5.00?

The following are some of the enhancements currently expected to be part
of AR System 7.5.00*:

 

* Consolidation of AR System component installers (e.g. Approval
Server, Assignment Engine, etc.) into one common shared installation
experience

* An Eclipse based development studio to replace the existing
Admin Tool

* Enhanced UI constructs that enable a web-based experience to
more closely meet today's Internet user expectations

* Web-client enhancements to provide closer perceived parity
with the Windows User Tool.

* 64-bit native execution of the AR System server on UNIX and
Linux platforms

* A new Approval Server UI and process enhancements

* DSO performance improvements

* A text based debugger for server side workflow

* Right-to-Left support for web clients

* Updated support for 3rd party vendor products like Windows
2008 server and Oracle 11g

 

* Subject to change before release.  All features may not be available
at the beginning of the beta phase.

Milestones during the BMC Remedy Action Request System 7.5.00 beta phase

 

The following milestones are expected during the 7.5.00 beta phase:

 

BMC Remedy Action Request System 7.5.00 Closed Beta for qualified
partners and customers

Tentative Start Date: July 30, 2008

 

BMC Remedy Action Request System 7.5.00 Open Beta for all customers

Tentative Start Date: First half of September, 2008

 

BMC Remedy Action Request System 7.5.00 Beta Refresh

Tentative Start Date: Mid-November, 2008

 

BMC Remedy Action Request System 7.5.00 General Availability

Tentative Date: Early 2009




What is the difference between Closed and Open Beta?

To ensure that the product meets the high standards of quality expected
by BMC customers, the beta phase has been separated into two parts: A
closed beta and an open beta.  During the closed beta, BMC will work
with qualified partners and customers who can provide testing and
feedback on a set of focused features and platforms.  This will help
drive updates that will then be made available in the open beta.

 

BMC will be accepting a limited number of participants into closed beta
based on qualifications.   The primary qualifications for the closed
beta are:

*   Willingness to test and provide feedback to BMC every two weeks
until open beta starts.
*   Ability to test AR System 7.5.00 both with and without ITSM and
CMDB.
*   Potential for testing on broad set of operating systems and
environments.
*   Potential to become a reference customer for AR System 7.5.00.

 

The closed beta will be by invitation only, so you will need to work
with your Sales or Field representative to get nominated.

 

The open beta will be available to all BMC customers and partners. If
you do not get accepted into the closed beta, we will automatically
consider you for the open beta. Any qualified BMC customer or partners
can apply for participation the open beta.  

 

How to sign up for these programs

In order to be considered in any of our BMC Customer Programs, you must:

*   Have an active BMC Support ID. 
*   Complete the pre-release software agreement (attached to the
message posted on the BMC Developer Network here: 
http://developer.bmc.com/jiveProd/thread.jspa?threadID=24622).
*   Fax (408)716 2771 or email your signed beta agreement to 
[EMAIL PROTECTED] 
*   Complete a qualification survey. 
*   For the closed beta, please have your sales or field
representative submit your company name and contact information to 
[EMAIL PROTECTED] by July 14th, 2008.  

 

If you have any questions, contact: 

May Bakken 

BMC Customer Programs Manager

Phone (408) 571 7248 

[EMAIL PROTECTED]

 
Thanks,


David J. Easter
Product Line Manager, AR System
Solution Strategy & Development

   
 

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<>

Slightly OT: Creating a .sql file from a batch file

[Joe DeSouza]

I have got mostly everything working when I attempted this except for one 
obstacle I cant seem to work around..
I need to have the statement:-
select table_name|| ',' from all_tables where table_name like 'T%' and owner = 
'ARADMIN' order by table_name;
appended to a .sql file when I run a MS-DOS batch file..
I tried:-
echo select table_name|| ',' from all_tables where table_name like 'T%' and 
owner = 'ARADMIN' order by table_name;>>C:\test.sql
However DOS thinks that the statement is terminated after the first | 
character, thus it echos "select table_name to the screen and ignores the rest 
of the line..
I have tried escaping the | character with a \ but that doesn't do the trick.
Anyone has any brainwaves on how I might be able to overcome this??
Thank you
Joe



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Re: Slightly OT: Creating a .sql file from a batch file

[Tim Widowfield]

The caret is used for the escape character when you want the literal character 
instead of a special command shell reserved character (&, |, (, ), <, >, ^).  
Note that the behavior is different if you use single quotes vs. double quotes.

For example:

C:\>echo 'hi | there'
'there'' is not recognized as an internal or external command,
operable program or batch file.

C:\>echo 'hi ^| there'
'hi | there'

C:\>echo "hi | there"
"hi | there"

C:\>echo "hi ^| there"
"hi ^| there"

HTH.


 --Tim



- Original Message 
From: Joe DeSouza <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, June 30, 2008 9:11:29 PM
Subject: [ARSLIST] Slightly OT: Creating a .sql file from a batch file

** 
I have got mostly everything working when I attempted this except for one 
obstacle I cant seem to work around..
 
I need to have the statement:-
 
select table_name|| ',' from all_tables where table_name like 'T%' and owner = 
'ARADMIN' order by table_name;
 
appended to a .sql file when I run a MS-DOS batch file..
 
I tried:-
 
echo select table_name|| ',' from all_tables where table_name like 'T%' and 
owner = 'ARADMIN' order by table_name;>>C:\test.sql
 
However DOS thinks that the statement is terminated after the first | 
character, thus it echos "select table_name to the screen and ignores the rest 
of the line..
 
I have tried escaping the | character with a \ but that doesn't do the trick.
 
Anyone has any brainwaves on how I might be able to overcome this??
 
Thank you
 
Joe
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Re: Using escalations to generate a count of open ticket by status

[Carey Matthew Black]

Dear BrLloyd,

I could be wrong, but it sounds like you have an escalation running
against your main ticket form that does a push action (from many
records in the ticket form) every hour. If that is the case, then it
is possible that it takes more than 1 hour to finish the first pass
through the many tickets. When that happens then you might end up with
multiple records created because the Push action is evaluated per
record and when the clock goes past 60 minutes, then a new record
would be created. (Even though the counting was not complete from the
first pass.)

I could be wrong, but it sounds like you want a count of tickets by
assigned individual and a total count of open tickets per status. (
But your post did not totally parse for me. So I may not yet
understand what results your after yet.)


So you want numbers like:

Status = "New" Count = 5
Status = "Assigned" Count = 7
Status = "WIP" Count = 7
Status = "Fixed" Count = 9
Status = "Closed" Count = 100

Total Tickets created this hour: 128

Does that sound about right?

If so then I think I would take this approach.

1) In your custom form... make a field for every count that you want to collect.

2) Change your escalation to run against a much smaller form, and have
a qualification that would only match ONE record in that form.
I often use a "Configuration form" so that I can, with a data
change, prevent or enable and escalation by changing a status value on
a single data row in the config form. However, you can choose to do
that or not.

3) Have the escalation always push a new record into your custom form
to collect the stats.
The Push action could include a "Search condition" that the status
should use to make this more flexible.
  It could also include the form name to search. (If you want to
get real fancy and try to make this form collect stats from multiple
forms. etc... Again.. you can choose to do that or not.)

4) Have filters on submit that either do a set field action that
"return first matching" and set $ LASTCOUNT $  to one of your stats
fields. ( Use the qualification based on time[ supplied from the
escalation ] in combination with each status value to get the
individual counts. Yes that means one search per status value that you
want stats for. )

5) Get the total count of all tickets too.



You may found that ARS workflow is "to slow" for this kind of
counting. ( And if you want things like a count by each 'Assigned to'
person in that hour, then you likely will have a much harder time
trying to use ARS workflow to even build that list of distinct
'Assigned to' persons in an hour too.) So you may also want to look at
using direct SQL to get the counts. You may even want to go so far as
to use direct SQL to get all of the values and stuff them into a table
that you construct so that you can point an ARS View form at the RDBMS
table. ( You need a Field 1 value, 15 char or integer that is a unique
key for the table, so that ARS can use the table as an ARS form.)


I am sure I skipped over those two very distinct ideas very quickly,
and I am still not sure I fully understand the question. However, feel
free to clarify what your after and I am sure someone on the list will
have a few ideas for you. :)


Oh yea.. and you might also consider Flashboards for this kind of
functionality too. :)

HTH.

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

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

On Mon, Jun 30, 2008 at 7:44 PM, BrLloyd <[EMAIL PROTECTED]> wrote:
> Hey group. This my first question to the group and involves populating
> a custom form with the total count of open tickets per status.
>
> I'm using an escalation with a push field action to set a tmp integer
> field with a value of 1 on a custom form. The Escalation has a create
> record condition; when a record doesn't exist with a matching assigned
> individual and the record's create date isn't within the last hour.
> (The most frequent that the Escalation would run.) A filter completes
> the desired outcome and is set to run on submit/modify on the custom
> form. It's has a set fields action which adds the ticket count integer
> field and tmp integer field (+1) together and then nulls out the tmp
> field. (Which may be redundant.)
>
> The resulting records are not as I expect. The escalation seems to
> both create one new record for each match and update the ones it just
> created in the same execution. If it did one other the other
> consistently I would be able to keep track of what is happening but as
> it stands I'm finding this a bit unpredictable.
>
> Can anyone explain this behavior? Also I would be open to other
> approaches to the generate the same report but the goal is to generate
> this without any user interaction and email it.

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Re: Slightly OT: Creating a .sql file from a batch file

[Joe D'Souza]

{\rtf1\ansi\ansicpg1250\deff0\deftab360{\fonttbl{\f0\froman\fprq2\fcharset0 Times New Roman;}{\f1\fswiss\fcharset0 Arial;}}

\viewkind4\uc1\pard\lang1033\f0\fs20 Tim!\par

\par

Thank you! That's what I was looking for.. For some reason I thought that the escape character was \\ but that having not worked wasn't sure what to use..\par

\par

The caret works exactly like I would have wanted it to.. I can now write a batch file to automatically generate the .sql that is required.. I just tried\par

\par

echo select table_name^|^| ',' from all_tables where table_name like 'T%' and owner = 'ARADMIN' order by table_name;>>C:\\test.sql\par

\par

and it generated the test.sql file with the statement\par

\par

echo select table_name|| ',' from all_tables where table_name like 'T%' and owner = 'ARADMIN' order by table_name;\par

\par

in it..\par

\par

This would mean that I can write a single batch file to do that job instead of a batch file plus a .sql file, something that I didn't quite like doing..\par

\par

Cheers\par

\par

Joe\par

\par

-Original Message-\par

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Tim Widowfield\par

Sent: Monday, June 30, 2008 9:37 PM\par

To: [EMAIL PROTECTED]

Subject: Re: Slightly OT: Creating a .sql file from a batch file\par

\par

\par

The caret is used for the escape character when you want the literal character instead of a special command shell reserved character (&, |, (, ), <, >, ^).  Note that the behavior is different if you use single quotes vs. double quotes.\par

\par

For example:\par

\par

C:\\>echo 'hi | there'\par

'there'' is not recognized as an internal or external command,\par

operable program or batch file.\par

\par

C:\\>echo 'hi ^| there'\par

'hi | there'\par

\par

C:\\>echo "hi | there"\par

"hi | there"\par

\par

C:\\>echo "hi ^| there"\par

"hi ^| there"\par

\par

HTH.\par

\par

\par

 --Tim\par

\par

- Original Message \par

From: Joe DeSouza <[EMAIL PROTECTED]>\par

To: [EMAIL PROTECTED]

Sent: Monday, June 30, 2008 9:11:29 PM\par

Subject: [ARSLIST] Slightly OT: Creating a .sql file from a batch file\par

\par

** \par

I have got mostly everything working when I attempted this except for one obstacle I cant seem to work around..\par

 \par

I need to have the statement:-\par

 \par

select table_name|| ',' from all_tables where table_name like 'T%' and owner = 'ARADMIN' order by table_name;\par

 \par

appended to a .sql file when I run a MS-DOS batch file..\par

 \par

I tried:-\par

 \par

echo select table_name|| ',' from all_tables where table_name like 'T%' and owner = 'ARADMIN' order by table_name;>>C:\\test.sql\par

 \par

However DOS thinks that the statement is terminated after the first | character, thus it echos "select table_name to the screen and ignores the rest of the line..\par

 \par

I have tried escaping the | character with a \\ but that doesn't do the trick.\par

 \par

Anyone has any brainwaves on how I might be able to overcome this??\par

 \par

Thank you\par

 \par

Joe\fs18  \f1\fs20\par

}

Re: Using escalations to generate a count of open ticket by status

[BrLloyd]

Thanks for the $LASTCOUNT$ tip. I overlooked this handy keyword and
may have been trying to reinvent the wheel by creating workflow to
increase integer fields to just get what searches and lastcount should
give me. I'll explore this in the morning.  Though another part of
this exercise I didn't mention, is to define the average time each
ticket has been open per tech and status. I don't see how I'm going to
get this info without a tableloop style arithmetic solution... without
using flashboards. I still find it mystifying how escalations handle
the creation of new records in mass... based on a "push fields if"
qualification that was supposed to create a new record only if a
duplicate was not found otherwise modify it. I may still need to find
a solution for this using filter tableloops or move to direct sql in
order to get avg time open/per status... but I digress.

In the end, I image you are correct that I'll be best off using direct
SQL commands in order to minimize system impact.

Btw... Thanks for the form idea to define escalation status via
escalation qualification matching. That's a keeper!


On Jun 30, 8:31 pm, Carey Matthew Black <[EMAIL PROTECTED]> wrote:
> Dear BrLloyd,
>
> I could be wrong, but it sounds like you have an escalation running
> against your main ticket form that does a push action (from many
> records in the ticket form) every hour. If that is the case, then it
> is possible that it takes more than 1 hour to finish the first pass
> through the many tickets. When that happens then you might end up with
> multiple records created because the Push action is evaluated per
> record and when the clock goes past 60 minutes, then a new record
> would be created. (Even though the counting was not complete from the
> first pass.)
>
> I could be wrong, but it sounds like you want a count of tickets by
> assigned individual and a total count of open tickets per status. (
> But your post did not totally parse for me. So I may not yet
> understand what results your after yet.)
>
> So you want numbers like:
>
> Status = "New" Count = 5
> Status = "Assigned" Count = 7
> Status = "WIP" Count = 7
> Status = "Fixed" Count = 9
> Status = "Closed" Count = 100
>
> Total Tickets created this hour: 128
>
> Does that sound about right?
>
> If so then I think I would take this approach.
>
> 1) In your custom form... make a field for every count that you want to 
> collect.
>
> 2) Change your escalation to run against a much smaller form, and have
> a qualification that would only match ONE record in that form.
> I often use a "Configuration form" so that I can, with a data
> change, prevent or enable and escalation by changing a status value on
> a single data row in the config form. However, you can choose to do
> that or not.
>
> 3) Have the escalation always push a new record into your custom form
> to collect the stats.
> The Push action could include a "Search condition" that the status
> should use to make this more flexible.
>   It could also include the form name to search. (If you want to
> get real fancy and try to make this form collect stats from multiple
> forms. etc... Again.. you can choose to do that or not.)
>
> 4) Have filters on submit that either do a set field action that
> "return first matching" and set $ LASTCOUNT $  to one of your stats
> fields. ( Use the qualification based on time[ supplied from the
> escalation ] in combination with each status value to get the
> individual counts. Yes that means one search per status value that you
> want stats for. )
>
> 5) Get the total count of all tickets too.
>
> You may found that ARS workflow is "to slow" for this kind of
> counting. ( And if you want things like a count by each 'Assigned to'
> person in that hour, then you likely will have a much harder time
> trying to use ARS workflow to even build that list of distinct
> 'Assigned to' persons in an hour too.) So you may also want to look at
> using direct SQL to get the counts. You may even want to go so far as
> to use direct SQL to get all of the values and stuff them into a table
> that you construct so that you can point an ARS View form at the RDBMS
> table. ( You need a Field 1 value, 15 char or integer that is a unique
> key for the table, so that ARS can use the table as an ARS form.)
>
> I am sure I skipped over those two very distinct ideas very quickly,
> and I am still not sure I fully understand the question. However, feel
> free to clarify what your after and I am sure someone on the list will
> have a few ideas for you. :)
>
> Oh yea.. and you might also consider Flashboards for this kind of
> functionality too. :)
>
> HTH.
>
> --
> Carey Matthew Black
> Remedy Skilled Professional (RSP)
> ARS = Action Request System(Remedy)
>
> Love, then teach
> Solution = People + Process + Tools
> Fast, Accurate, Cheap Pick two.
>
>
>
> On Mon, Jun 30, 2008 at 7:44 PM, BrLloyd <[EMAIL PROTECTED]> wrote:
> > Hey group. This my first question to the group and in

AR Mid Tier 7.1 URL resolution with Tomcat

[Schon, Stuart]

HI All
 
New installation
Windows 2003 r2
IIS 6, 
Tomcat 5.5
Java 1.5_15 jdk
 
I am having an issue with AR mid-tier 7.1 passing
http://localhost/arsys/shared/.  All entries passed return an error
'the page cannot be displayed'
 
Passing url http://localhost:8080/arsys/shared/config/config.jsp works
fine. Dropping the 8080 returns the error. I can't see anything wrong
 
A first attempt installing the mid-tier did not seem top work so
uninstalled it and the tomcat version it installed. I then installed
Tomcat 5.5_26, then installed mid-tier again. I selected IIS as the web
server and JSP as Tomcat.
 
Examining IIS the isapi_redirect.dll seems to be installed correctly.
The web sites ISAPI Filters tab has 1 entry Jakarta, priority High with
a green arrow.
Web Services Extension has an entry for Jakarta which is allowed.
 
What else is there to do, I must be missing something pretty basic?
 
>From C:\Program Files\Apache Software Foundation\Jakarta Isapi
Redirector\conf
uriworkermap.properties (stripped of all comments)
/admin/*=wlb
/manager/*=wlb
/jsp-examples/*=wlb
/jsp-examples/*.jsp/=wlb
/servlets-examples/*=wlb
!/servlets-examples/*.jpeg=wlb
/jkmanager=jkstatus
/arsys/*=wlb
 
workers.properties.minimal (stripped of all comments)
worker.list=wlb,jkstatus
worker.ajp13w.type=ajp13
worker.ajp13w.host=localhost
worker.ajp13w.port=8029
worker.wlb.type=lb
worker.wlb.balance_workers=ajp13w
worker.jkstatus.type=status
 
The server.xml is unchanged, I can invoke
http://localhost:8080/jsp-examples successfully. But as above can't
http://localhost/jsp-examples

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Re: AR Mid Tier 7.1 URL resolution with Tomcat

[Matt Reinfeldt]

Stuart,

 

I have recently done this for Apache 2.2 and Apache Tomcat 6.  Details can
be found here:
http://www.mattreinfeldt.com/forums/ubbthreads.php/topics/140044/Jakarta_Con
nector_Apache_2_2_8#Post140044 

 

The details probably differ slightly from what you need, but maybe reading
through it will help you a little.

 

Good luck!

 

Matt R.

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Schon, Stuart
Sent: Monday, June 30, 2008 11:55 PM
To: arslist@ARSLIST.ORG
Subject: AR Mid Tier 7.1 URL resolution with Tomcat

 

** 

HI All

 

New installation

Windows 2003 r2

IIS 6, 

Tomcat 5.5

Java 1.5_15 jdk

 

I am having an issue with AR mid-tier 7.1 passing
http://localhost/arsys/shared/.  All entries passed return an error 'the
page cannot be displayed'

 

Passing url http://localhost:8080/arsys/shared/config/config.jsp works fine.
Dropping the 8080 returns the error. I can't see anything wrong

 

A first attempt installing the mid-tier did not seem top work so uninstalled
it and the tomcat version it installed. I then installed Tomcat 5.5_26, then
installed mid-tier again. I selected IIS as the web server and JSP as
Tomcat.

 

Examining IIS the isapi_redirect.dll seems to be installed correctly. The
web sites ISAPI Filters tab has 1 entry Jakarta, priority High with a green
arrow.

Web Services Extension has an entry for Jakarta which is allowed.

 

What else is there to do, I must be missing something pretty basic?

 

>From C:\Program Files\Apache Software Foundation\Jakarta Isapi
Redirector\conf

uriworkermap.properties (stripped of all comments)

/admin/*=wlb

/manager/*=wlb

/jsp-examples/*=wlb

/jsp-examples/*.jsp/=wlb

/servlets-examples/*=wlb

!/servlets-examples/*.jpeg=wlb

/jkmanager=jkstatus

/arsys/*=wlb

 

workers.properties.minimal (stripped of all comments)

worker.list=wlb,jkstatus

worker.ajp13w.type=ajp13

worker.ajp13w.host=localhost

worker.ajp13w.port=8029

worker.wlb.type=lb

worker.wlb.balance_workers=ajp13w

worker.jkstatus.type=status

 

The server.xml is unchanged, I can invoke http://localhost:8080/jsp-examples
successfully. But as above can't http://localhost/jsp-examples

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How to trigger workflow at specific time?

[Shweta Dhaneshwar]

Dear Listers,

 

I have a requirement where a time frame is configured for a Helpdesk
agent to make a call to the Customer. A reminder should be send to a
helpdesk agent 30 mins before the End Time of the time frame configured.


 

Since this time value is dynamic and will be calculated based on certain
configuration, I would want to know how to trigger some workflow at a
specific time which is dynamic.

 

Thanks in advance,

Shweta.

 






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