Re: BMC Service Request Management
++ Please Read The Disclaimer At The Bottom Of This Email ++ Tim et all, we have been using the SRM (version 2.0) in production for few months now. Here are major limitations/annoyances we have experienced and that you may find of interest - there is no way to define a direct URL to a specific request form, it only can take you to the Service Categories view where you need to find the request you are after (not helpful when trying to reference the form on the intranet) - fulfilment process cannot be conditional depending on values selected on the request form, i.e. you cannot trigger only some work orders off the request - work order sub-system has a lot of functionality missing in comparison to other ITSM modules, i.e. SLM is not enabled, relationships cannot be created in the same way as on Incidents/Change Requests - when reviewing the request as a requestor, the Process Overview only Displays Request ID and Status. If you need to chase the team responsible, you have to go to the respective module and search for the request ID. Either more information should be displayed in the process overview or there should be a way to take the user to the entry in the given module directly. - there is no export/import facility for service request definitions. This makes it rather longwinded to move tested requests from test environment to production There is few more issues/annoyances I am not going to bother you with. I have been told that Kinetic Request provides some of the missing functionality listed above, but cannot confirm that as I have never seen it in action. It also may be that some of the items above have been addressed in later releases (can anybody comment?) Hope some of you will find this info useful. Regards Jiri Pospisil Remedy Administrator IT Services LCH.Clearnet -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Tim Widowfield Sent: 02 July 2008 03:58 To: arslist@ARSLIST.ORG Subject: Re: BMC Service Request Management I think hairy is a bit of an understatement. I don't consider myself an expert in the matter, but from what I've seen, Kinetic Request is a whole lot easier to implement and manage. Once again, your mileage may vary, I am not a lawyer, and I'm not the regular crew chief; however, in every case where I've seen SRM go head to head with Kinetic Request, it's the Kinetic product that customers choose. Of course, one reason is that it works with *any* Remedy application, even a home-grown app. But I think a lot has to do with its design. It's simple enough that you don't have to be a technical wizard to create catalogs and manage requests. I'm still curious about Scott's original question. Is anyone actually using SRM in production right now? --Tim - Original Message From: Drew Shuller [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tuesday, July 1, 2008 12:28:18 PM Subject: Re: [ARSLIST] BMC Service Request Management Donald, thanks for the info. I do have a specific question. Is there an easy answer for how to create a task template? I haven't found that in the documentation yet. The sample data Task Templates look pretty hairy. Drew On Tue, 1 Jul 2008, Savant, [EMAIL PROTECTED] wrote: We've had SRM 2.1 p001 fully configured in dev and test for months now, we are scheduled to move to prod in September after final UAT and training. Suffice it say, SRM requires a fair amount of configuration, too much to cover in an ARList response. Let me know if you have any specific questions. In general, my suggestions would be to take the training if you can, read the manuals thoroughly, and keep it as simple as possible. We do plan to move to 2.2 before rollout because according to support, it resolves more than 200 bugs. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Drew Shuller Sent: Tuesday, July 01, 2008 7:03 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Service Request Management We just installed SRM 2.2 on our UNIX/Oracle servers. No install issues other than the ususal ITSM headaches, so that went pretty well. You get some sample SRM's that should work but they rely on Foundation configurations that don't exist. So I'm in the middle of it...if anyone has good info on how to configure SRM, please speak up. Any help would be greatly appreciated! Drew Tulsa, OK On Mon, 30 Jun 2008, Joe DeSouza wrote: 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] To: arslist@ARSLIST.ORG Sent: Monday, December 3, 2007 5:27:34 PM Subject: BMC Service Request
Problem submitting a request via email
Hi Listers, I am running the latest versions of ARS. That is Server 7.1.0 patch 3 on SQL Server, Windows 2003 envrionment. The system uses the email engine to process incoming emails and submit new change requests via the CHG:ChangeInterface_Create form. The problem is that unless I give the user that is specified in the email a fixed or floating license the submit fails with the following error This is the entry in email log file: You do not have write access (at create time) to field 1 This is the email that is returned to the sender: Instruction:Submit Instruction Number:1 Instruction Template: Message Type: Message Number: 8932 Message Text: You do not have write license Appended Text: Instruction:Submit Instruction Number:1 Instruction Template: Message Type: Message Number: 332 Message Text: You do not have write access (at create time) to field Appended Text: 1 These errors seem to imply that the user has no rights to update the request ID field. I was under the impression that the allow any user to submit flag was redundant on the request ID field. In this case both submitter and public have been given write access to the field without success. Can anyone else shed any light on why I'm seeing this problem? Thanks for the help, Rod ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are image/jpeg
Re: Easy Question about Task Removal from an Incident
Jase - you can click on the Task you don't want and it Cancel and the workflow will change the Status to Closed with a status reason of Canceled. However, it does not delete / remove the Task. Ty On 7/2/08, Jase Brandon [EMAIL PROTECTED] wrote: ** Hello All, I am hoping this will be an easy question for the list. ARS 7.1 Patch 002. I just discovered that there isn't an intuitive way to remove erroneous tasks added to an Incident. I checked and this doesn't appear to be a permissions issue. I am contemplating adding a Remove or Unrelate Task button on row select, etc. Has anyone else done anything similiar or seen the same situation? Thanks, Jase__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: BMC Service Request Management
My apologies - this was an entirely different message that I was responding to. Please disregard - thanks. -Original Message- From: Lisa Westerfield Sent: Wednesday, July 02, 2008 3:48 PM To: arslist@ARSLIST.ORG Subject: RE: BMC Service Request Management It's a little confusing because it's a difference between an invalid menu option vs what you an I would consider an invalid combination. The database will not allow us to insert an invalid menu option so it will be null. Much like the invalid ars severity field values we discussed. The assignment rules will not match on unconfigured combinations of values in the categorization menus which is different than an invalid menu option. Does that help to clarify? -Original Message- From: David Charters [EMAIL PROTECTED] Sent: Wednesday, July 02, 2008 3:37 PM To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG Subject: Re: BMC Service Request Management I have it on my Dev and Test server headed for Production any day now. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tim Widowfield Sent: Tuesday, July 01, 2008 10:58 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Service Request Management I think hairy is a bit of an understatement. I don't consider myself an expert in the matter, but from what I've seen, Kinetic Request is a whole lot easier to implement and manage. Once again, your mileage may vary, I am not a lawyer, and I'm not the regular crew chief; however, in every case where I've seen SRM go head to head with Kinetic Request, it's the Kinetic product that customers choose. Of course, one reason is that it works with *any* Remedy application, even a home-grown app. But I think a lot has to do with its design. It's simple enough that you don't have to be a technical wizard to create catalogs and manage requests. I'm still curious about Scott's original question. Is anyone actually using SRM in production right now? --Tim - Original Message From: Drew Shuller [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tuesday, July 1, 2008 12:28:18 PM Subject: Re: [ARSLIST] BMC Service Request Management Donald, thanks for the info. I do have a specific question. Is there an easy answer for how to create a task template? I haven't found that in the documentation yet. The sample data Task Templates look pretty hairy. Drew On Tue, 1 Jul 2008, Savant, [EMAIL PROTECTED] wrote: We've had SRM 2.1 p001 fully configured in dev and test for months now, we are scheduled to move to prod in September after final UAT and training. Suffice it say, SRM requires a fair amount of configuration, too much to cover in an ARList response. Let me know if you have any specific questions. In general, my suggestions would be to take the training if you can, read the manuals thoroughly, and keep it as simple as possible. We do plan to move to 2.2 before rollout because according to support, it resolves more than 200 bugs. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Drew Shuller Sent: Tuesday, July 01, 2008 7:03 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Service Request Management We just installed SRM 2.2 on our UNIX/Oracle servers. No install issues other than the ususal ITSM headaches, so that went pretty well. You get some sample SRM's that should work but they rely on Foundation configurations that don't exist. So I'm in the middle of it...if anyone has good info on how to configure SRM, please speak up. Any help would be greatly appreciated! Drew Tulsa, OK On Mon, 30 Jun 2008, Joe DeSouza wrote: 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] 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 ___ 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the
JOB: 6 month consulting gig Austin, TX area
Listers, please forward to anyone who may be interested. Remedy 6-month (min) Contract in Austin area. Responsibilities: Architect, deploy, support, and in some cases, train users on the BMC Remedy product set. Should have successfully deployed 7.x SLM and the Atrium CMDB 2.x. Responsibilities will include but are not limited to: * Develop and deploy SLMs (SLAs) for key business processes using BMC Remedy SLM 7.x * Configuration and integration with Remedy Atrium CMDB * Development and customization of BMC Remedy applications * Deliver design specifications after attending Requirements Analysis sessions and customer workshops * Scope and develop custom applications * Provide system and customization documentation * System troubleshooting * Implement integrations to the BMC Remedy applications * Provide technical assistance on pre-sales calls and demos * Assist the Frontline Support when not working on active projects * Provide project leadership and project management * Mentor junior engineers Required Skills/Experience/Education: * A four-year undergraduate degree (Bachelor) * Demonstrated mastery of documentation software (e.g., Microsoft Word, Excel, PowerPoint, and Visio; Adobe Acrobat; a graphics editing package such as Photoshop, etc.) * References indicating a proven track record of working well with technical subject matter experts (SMEs) AND with non-technical managers and project stakeholders * Experience in business process and/or technical consulting * Experience defining and leading IT improvement projects Preferred Experience/Education * Project management experience (on documentation projects) * Experience with ITIL best practices * Experience with Remedy software products (also good: software in the same general class and category, as concepts will be familiar) * Experience with PRINCE2 project management methodology (also good: PMI project management experience) * Experience with Incident, Problem, Change, Configuration and Asset Management * Broad knowledge of IT Please contact me for more details. Thanks! Luna Luna Zuniga Senior Technical Recruiter 9801 Westheimer, Suite 950 Houston, TX 77042 Office: 713-335-1507 Cell: 832-866-6893 [EMAIL PROTECTED] www.bluware.com Join my network on LinkedIn http://www.linkedin.com/in/lunazuniga and stay connected! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are image001.jpgimage002.jpg
Re: Email Engine AR 7.0.1
I had a similiar issue although it wasn't quite as bad as yours and I found two things that helped to clear up the problem. One, like Axton, I had a lot of bouncebacks and bad email addresses. Cleaning up the bad email address help to lessen the frequency of the problem. Patching is what ultimately fixed the mail issue for me. So not sure what platform/patch you're on, but that might work wonders for you. Ben Cantatore Remedy Manager (914) 457-6209 Emerging Health IT 3 Odell Plaza Yonkers, New York 10701 [EMAIL PROTECTED] 07/02/08 7:46 PM ** Hi Kathy do you by any chance remember what parameters you changed for Java? We are getting the same problem, with the email crashing on a regular basis and throwing up lots of Java errors. If you need to see the errors let me know thanks in advance for any help shafqat Shafqat Ayaz Break the Rules, Forgive Quickly, Kiss Slowly, Love Truly, Laugh Uncontrollably, And Never Regret anything that made you Smile.. --- On Wed, 7/2/08, Kathy Morris [EMAIL PROTECTED] wrote: From: Kathy Morris [EMAIL PROTECTED] Subject: Re: Email Engine AR 7.0.1 To: arslist@ARSLIST.ORG Date: Wednesday, July 2, 2008, 8:41 PM ** I remember having an issue where I had to change the parameters on the Java. How did you fix the issue when the incoming emails crashed the server in 7.0.1? -Original Message- From: Axton [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wed, 2 Jul 2008 12:35 pm Subject: Re: Email Engine AR 7.0.1 I've had similar issues where certain incoming messages would causethe email engine to crash (7.0.1 p1).Axton GramsOn Wed, Jul 2, 2008 at 3:20 PM, Rick Cook [EMAIL PROTECTED] wrote: ** Just a wild thought here: I wonder if it's really a problem with the memory used by Java being maxed out. Perhaps your system logs might show whether that's the case? Rick On Wed, Jul 2, 2008 at 12:09 PM, Kathy Morris [EMAIL PROTECTED] wrote: ** Hello All, We have been having trouble with the Email Engine. It was stopping every 3 days, now it's every couple of hours. Is there a Remedy bug that is preventing the email engine from working properly? Get the Moviefone Toolbar. Showtimes, theaters, movie news, more! __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.orgPlatinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are Get the Moviefone Toolbar. Showtimes, theaters, movie news, more! __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: Email Engine AR 7.0.1
There's an issue with the 7.0.1 email engine where if it loses its connection to AR Server (ARERR 90) it will throw NullPointerException java errors and never reconnect until you cycle the service. Also, every outgoing email processed after the initial NullPointerException error will have its Send Message value changed to Error, essentially taking it out of the queue. Another nasty side effect is that the attachments associated with those messages are lost. So if you cycle the email engine and requeue those emails they won't have any shortcut attachments. This was supposedly fixed in patch 7, but we're actually seeing it more on patch 7 in our dev environment than we saw on patch 5. Chad Hall (501) 342-2650 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shafqat Ayaz Sent: Wednesday, July 02, 2008 6:47 PM To: arslist@ARSLIST.ORG Subject: Re: Email Engine AR 7.0.1 ** Hi Kathy do you by any chance remember what parameters you changed for Java? We are getting the same problem, with the email crashing on a regular basis and throwing up lots of Java errors. If you need to see the errors let me know thanks in advance for any help shafqat Shafqat Ayaz Break the Rules, Forgive Quickly, Kiss Slowly, Love Truly, Laugh Uncontrollably, And Never Regret anything that made you Smile.. --- On Wed, 7/2/08, Kathy Morris [EMAIL PROTECTED] wrote: From: Kathy Morris [EMAIL PROTECTED] Subject: Re: Email Engine AR 7.0.1 To: arslist@ARSLIST.ORG Date: Wednesday, July 2, 2008, 8:41 PM ** I remember having an issue where I had to change the parameters on the Java. How did you fix the issue when the incoming emails crashed the server in 7.0.1? -Original Message- From: Axton [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wed, 2 Jul 2008 12:35 pm Subject: Re: Email Engine AR 7.0.1 I've had similar issues where certain incoming messages would cause the email engine to crash (7.0.1 p1). Axton Grams On Wed, Jul 2, 2008 at 3:20 PM, Rick Cook [EMAIL PROTECTED] wrote: ** Just a wild thought here: I wonder if it's really a problem with the memory used by Java being maxed out. Perhaps your system logs might show whether that's the case? Rick On Wed, Jul 2, 2008 at 12:09 PM, Kathy Morris [EMAIL PROTECTED] wrote: ** Hello All, We have been having trouble with the Email Engine. It was stopping every 3 days, now it's every couple of hours. Is there a Remedy bug that is preventing the email engine from working properly? Get the Moviefone Toolbar. Showtimes, theaters, movie news, more! __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___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org/ Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are Get the Moviefone Toolbar http://toolbar.aol.com/moviefone/download.html?ncid=aolcmp00051 1 . Showtimes, theaters, movie news, more! __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __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. * ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
A little help?
Hi Folks, I am searching for a copy of the free Adobe Reader that works with Windows CE 2.11 for a Hitachi SH4 processor. It's for an elderly PDA solid state laptop (Compaq Aero 8000) Does anyone have a copy, or a pointer to where I might procure one? Any other software for that unit would be interesting, as well. Thanks, Chas ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Plug in error...
You may want to turn on Plugin Logging at the time you are receiving this error. We receive this error on a regular basis when the downstream web service we are calling times out...it looks from the error to be a problem with the plugin server, bit is actually external to Remedyso turn on your logging, and see what you can get. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Saravanan Palaniappan Sent: Wednesday, July 02, 2008 11:15 PM To: arslist@ARSLIST.ORG Subject: Plug in error... ** All, I am trying to interact with the dot.net component from remedy application. While trying to do that I am receiving the following error message . Please suggest me the required steps to sort out this problem. We tried restarting the Plug in server but couldn't succeed in that. Thanks Regards Saravanan Palaniappan ITSM To teach and to learn, to laugh and make others laugh. This is my purpose. Any day I don't do this was not worth the time it took to get through it. This message, including any attachments, contains confidential information intended for a specific individual and purpose, and is intended for the addressee only. Any unauthorized disclosure, use, dissemination, copying, or distribution of this message or any of its attachments or the information contained in this e-mail, or the taking of any action based on it, is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail and delete 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 image001.jpg
Re: BMC Service Request Management
I think Kinetic Request is pretty good :) Direct URL - yes Example: http://www.kineticdata.com/external/request-for-information.html (this is actually a web page served by Kinetic Request -- everything is Remedy - but you would never know it) Example scenario: In your Knowledge Mgmt - you have an article that explains why process XYZ fails with error 123. The solution is to have at least 2GB of memory in your machine. (Click here - to order more memory) The Click here would take you right to a Kinetic Request form for ordering memory. Fulfillment process as you describe - yes Parallel and serial tasks - and any combination of it Also - conditional tasks (all with dependencies etc) Example: new employee form -- they check Yes they need an email account -- then the backend tasks for email creation would fire Import/Export service definitions - yes See page 153 in the doc: http://www.kineticdata.com/images/downloads/KineticRequestUserManual.pdf (Also - it is one thing to import/export -- it is altogether another thing to import in-place -- which we handle) Example: You define a service on a dev box -- export it -- import to production You see you want to change something. You go to dev - fix it -- export it -- import to production -- it will import that change into the existing form. (If you want) We like to say Kinetic Request - is for companies that take their services seriously. If you want a demo -- follow the above URL in the direct URL example. Many other features too: http://www.kineticdata.com/request-features.html Oh - and the US people -- have a great independence day - in fact - declare your independence -- know your options -- choose what is good for you. -John -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax [EMAIL PROTECTED] On Jul 3, 2008, at 3:23 AM, Jiri Pospisil wrote: ++ Please Read The Disclaimer At The Bottom Of This Email ++ Tim et all, we have been using the SRM (version 2.0) in production for few months now. Here are major limitations/annoyances we have experienced and that you may find of interest - there is no way to define a direct URL to a specific request form, it only can take you to the Service Categories view where you need to find the request you are after (not helpful when trying to reference the form on the intranet) - fulfilment process cannot be conditional depending on values selected on the request form, i.e. you cannot trigger only some work orders off the request - work order sub-system has a lot of functionality missing in comparison to other ITSM modules, i.e. SLM is not enabled, relationships cannot be created in the same way as on Incidents/Change Requests - when reviewing the request as a requestor, the Process Overview only Displays Request ID and Status. If you need to chase the team responsible, you have to go to the respective module and search for the request ID. Either more information should be displayed in the process overview or there should be a way to take the user to the entry in the given module directly. - there is no export/import facility for service request definitions. This makes it rather longwinded to move tested requests from test environment to production There is few more issues/annoyances I am not going to bother you with. I have been told that Kinetic Request provides some of the missing functionality listed above, but cannot confirm that as I have never seen it in action. It also may be that some of the items above have been addressed in later releases (can anybody comment?) Hope some of you will find this info useful. Regards Jiri Pospisil Remedy Administrator IT Services LCH.Clearnet -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Tim Widowfield Sent: 02 July 2008 03:58 To: arslist@ARSLIST.ORG Subject: Re: BMC Service Request Management I think hairy is a bit of an understatement. I don't consider myself an expert in the matter, but from what I've seen, Kinetic Request is a whole lot easier to implement and manage. Once again, your mileage may vary, I am not a lawyer, and I'm not the regular crew chief; however, in every case where I've seen SRM go head to head with Kinetic Request, it's the Kinetic product that customers choose. Of course, one reason is that it works with *any* Remedy application, even a home-grown app. But I think a lot has to do with its design. It's simple enough that you don't have to be a technical wizard to create catalogs and manage requests. I'm still curious about Scott's original question. Is anyone actually using SRM in production right now? --Tim - Original Message From: Drew Shuller [EMAIL PROTECTED] To:
Service Request App Event Status
Hi, I was hoping someone may have some insight into the Service Request module. When a service request has an error on it, you can go into the Requester module and View Requests with Errors. With a Request that has errors, you can click on the Change/Incident Data tab and click 'Reset Error' or 'View Events'. When I click on View Events and 'Retry' the process, the error is resolved and the CAI Event is removed. What I am wondering is why the App Event Status on the Service Request remains on 'Error'. This occurs whether or not I choose Reset Error before View Events / Retry. It seems to me that the App Event Status should return to a status of 'OK' after the Error is removed. I'm wondering if the App Event Status remaining at Error is normal or if there is a disconnect in the system somewhere. ITSM 703 P7 Thanks, JR ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
ARWARN 61 when submitting via Mid-Tier
Dear List, We have a form with an “Email Log” diary field. The only workflow connected with it is two filters that push to the log whenever there is an email message about the entry. No workflow for the field fires on Submit. When someone without read permissions to the field submits a call via Mid-Tier, they get a message that says: “You do not have read access (for this entry) to field : Email log (ARWARN 61).” The entry is submitted OK. They do not get this message from the WUT. There are no errors or references to the field in the Active Link or Filter logs. The sql log shows: SELECT C536870931 FROM T575 WHERE C1 = 'ITR02912'. . .OK UPDATE T575 SET C536870931 = EMPTY_CLOB() WHERE C1 = 'ITR02912' …OK SELECT C536870931 FROM T575 WHERE C1 = 'ITR02912' FOR UPDATE. . .OK (575 is the schemaid and 536870931 the fielded.) both when run from Mid-Tier and the WUT. So why are users getting this error, and how can I stop it, other than by giving “Public” read permission to the field? (ARS 7.1 patch 3, Mid-Tier 7.1.00 Build 200708221849, RH Linux serve, Oracle 10.2 db) Dwayne Martin James Madison University
Re: Plug in error...
I actually just experienced this error. I'm pretty sure what kicked off the crashing was a bad import of data where we forced in too many functional roles in 1 support group. In any case, BMC sent us the caieventcmd.dll file to replace. After doing so and restarting services, all was well. Before we applied the DLL, we did back out the imports that we did. It didn't help which is why we went with replacing the DLL. So I think that once it starts crashing, you're pretty much hosed until you replace it. Good luck! Tauf Chowdhury | Forest Laboratories, Inc. Sr. Analyst Informatics Service Desk Office: 631.858.7765 Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing Sent: Thursday, July 03, 2008 10:34 AM To: arslist@ARSLIST.ORG Subject: Re: Plug in error... You may want to turn on Plugin Logging at the time you are receiving this error. We receive this error on a regular basis when the downstream web service we are calling times out...it looks from the error to be a problem with the plugin server, bit is actually external to Remedyso turn on your logging, and see what you can get. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Saravanan Palaniappan Sent: Wednesday, July 02, 2008 11:15 PM To: arslist@ARSLIST.ORG Subject: Plug in error... ** All, I am trying to interact with the dot.net component from remedy application. While trying to do that I am receiving the following error message . Please suggest me the required steps to sort out this problem. We tried restarting the Plug in server but couldn't succeed in that. Thanks Regards Saravanan Palaniappan ITSM To teach and to learn, to laugh and make others laugh. This is my purpose. Any day I don't do this was not worth the time it took to get through it. This message, including any attachments, contains confidential information intended for a specific individual and purpose, and is intended for the addressee only. Any unauthorized disclosure, use, dissemination, copying, or distribution of this message or any of its attachments or the information contained in this e-mail, or the taking of any action based on it, is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail and delete this message. __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 and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Areimage001.jpg
Question: Requestor Console - Submitted Requests never Generate a Request ID
I have a question: When I am using the Requestor Console as a requestor in Multi-Tenancy Mode I am getting an error when submitting an request through the Requestor Console interface as a requestor. When I submit the request the request never generates and the Request ID is In Process no matter how many times I refresh. Also when I sign in as a support-staff Incident User from Company A I cannot find the ticket. The requestor account that I am using is in Company A with a login, password and access to Company A data, as well as a Read license. Why are the requests he is submitting not generating? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Requestor Console - Submitted Requests never Generate a Request ID
Do you have group assignment routing set up for the requests that come in via the requester console? Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Thursday, July 03, 2008 1:22 PM To: arslist@ARSLIST.ORG Subject: Question: Requestor Console - Submitted Requests never Generate a Request ID I have a question: When I am using the Requestor Console as a requestor in Multi-Tenancy Mode I am getting an error when submitting an request through the Requestor Console interface as a requestor. When I submit the request the request never generates and the Request ID is In Process no matter how many times I refresh. Also when I sign in as a support-staff Incident User from Company A I cannot find the ticket. The requestor account that I am using is in Company A with a login, password and access to Company A data, as well as a Read license. Why are the requests he is submitting not generating? Thanks. __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: Question: Requestor Console - Submitted Requests never Generate a Request ID
No I do not have the assignment routing turned on for the Requestor Console. This is my first time with the Requestor console, which ITSM 7.0.3 Manual do you suggest I look at to see all of the Console configurations. I am looking at the Incident and it just shows me how to use. Should I be looking at the ITSM Configuration Manual for more information? What do You suggest? Thanks. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish Sent: Thursday, July 03, 2008 1:24 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Requestor Console - Submitted Requests never Generate a Request ID ** Do you have group assignment routing set up for the requests that come in via the requester console? Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Thursday, July 03, 2008 1:22 PM To: arslist@ARSLIST.ORG Subject: Question: Requestor Console - Submitted Requests never Generate a Request ID I have a question: When I am using the Requestor Console as a requestor in Multi-Tenancy Mode I am getting an error when submitting an request through the Requestor Console interface as a requestor. When I submit the request the request never generates and the Request ID is In Process no matter how many times I refresh. Also when I sign in as a support-staff Incident User from Company A I cannot find the ticket. The requestor account that I am using is in Company A with a login, password and access to Company A data, as well as a Read license. Why are the requests he is submitting not generating? Thanks. __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
I have a few job opportunities available with my client in Largo, MD if anyone is interested.
Please take a look and let me know if interested. Location: Largo, MD # of positions: 1 Contract type: Contract Length: 12-24 months Pay Rate: $60-62/hour possibly Higher for the right person Person overall responsible for designing the system. More design experience. Front end desing, high level. He will decide how much work will be done IN Remedy and how much work should be done OUT of Rememdy. Past experience as Rememdy engineer and integration experience within all of the Remedy modules is needed. Worked on several projects from start to completion (design, implementation, production) Senior-level architect responsible for working with the U.S. Census Bureau Field Data Collection Program Technical Support Services (TSS) team to develop a customized workflow that integrates customer business practices into the Remedy ITSM suite of products. Provides technical project leadership for Remedy application development and Remedy system architecture. Provides system/application design engineering solutions that align with Remedy standards and satisfy businesses requirements. Works pro-actively to ensure high performance, high reliability and rapid trouble resolution of Remedy workflow System. Responsible for developing and lifecycle maintenance of service management workflows using remedy ARS System and Remedy ITSM Suite. Provides project management of remedy development lifecycle. Defines Remedy development standards and services. Builds integration plans and Remedy architecture/development roadmap that identify deliverables and values to the Census Bureau. Documents all engineered solutions including ongoing maintenance requirements. Integrates and simplifies Remedy solutions with EMS tool infrastructure. - Bachelor's degree in Engineering, or equivalent experience. - Remedy v7.x courses in Admin I, Admin II, Installation and Configuration, ITSM Administration Essentials, Service Level Management (Basic), Using Incident Management, Using Problem Management, Using Asset Management, Using Change Management.. 9 years Remedy Action Request System (ARS) development experience. - Direct experience with BMC Remedy ITSM 7.x applications in a production environment. - Experience in developing a customized workflow to augment the Remedy ITSM suite of products. - Experience developing custom reports that integrated with the Remedy Reports Console. - Experience collecting business practices and completing a full production installation and configuration of ARS v7.0.01, Atrium CMDB v2.01, SLM v7.03, Service Desk 7.0.02, Change Management v7.0.02, and Asset Management v7.0.01 that replicates existing business processes. - Experience customizing Remedy Helpde Second Position Location: Largo, MD # of positions: 1 Contract type: Contract Length: 12-24 months Pay Rate: $50-55/hour Responsible for working with the U.S. Census Bureau Field Data Collection Program Technical Support Services (TSS) team to develop customized dashboards that integrate customer business practices into the Remedy ITSM suite of products and provides at-a-glance details on the status of servers, to include changes in categories, such as health of changes in process, financial impact of changes, change information requested by the Census Bureau customer, and operational performance vs. expectations. Bachelor's degree in Engineering, or equivalent experience. - Remedy v7.x courses in Admin I, Admin II, Installation and Configuration, ITSM Administration Essentials, Service Level Management (Basic), Using Incident Management, Using Problem Management, Using Asset Management, Using Change Management.. 9 years Remedy Action Request System (ARS) development experience. - Direct experience with BMC Remedy ITSM 7.x applications in a production environment. - Experience in developing a customized workflow to augment the Remedy ITSM suite of products. - Experience developing custom reports that integrated with the Remedy Reports Console. - Experience collecting business practices and completing a full production installation and configuration of ARS v7.0.01, Atrium CMDB v2.01, SLM v7.03, Service Desk 7.0.02, Change Management v7.0.02, and Asset Management v7.0.01 that replicates existing business processes. - Experience customizing Remedy Helpdesk. Regards, Jason Jager IT Resource Manager Convergenz, LLC 8260 Greensboro Drive McLean, VA 22102 www.Conv.com http://www.conv.com/ Work: 703 663 2454 Cell: 703 786 5373 Inc. 500 Convergenz, LLC, Once Again Made The Inc. 500! 2007, 2006 2005 Ranked in the Top 500 privately held firms in the U.S. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Requestor Console - Submitted Requests never Generate a Request ID
You have to insure that the Incident and Change Auto Assignment has at least one entry or the Incident creation will fail due to no Support group to assign to. Open the Service request that was created and you will see in the error log on the form that there is not assignment available. -Original Message- From: Bilinski, John [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thu, 3 Jul 2008 12:31 pm Subject: Re: Question: Requestor Console - Submitted Requests never Generate a Request ID ** No I do not have the assignment routing turned on for the Requestor Console. ? This is my first time with the Requestor console, which ITSM 7.0.3 Manual do you suggest I look at to see all of the Console configurations. I am looking at the?Incident and it just shows me how to use. Should I be looking at the ITSM Configuration Manual for more information? What do You suggest? ? Thanks. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish Sent: Thursday, July 03, 2008 1:24 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Requestor Console - Submitted Requests never Generate a Request ID ** Do you have group assignment routing set up for the requests that come in via the requester console? ? Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Thursday, July 03, 2008 1:22 PM To: arslist@ARSLIST.ORG Subject: Question: Requestor Console - Submitted Requests never Generate a Request ID ? I have a question: ? When I am using the Requestor Console as a requestor in Multi-Tenancy Mode I am getting an?error when submitting an?request through the Requestor Console interface as a requestor. When I submit the request the request never generates and the Request ID is In Process no matter how many times I refresh. Also when I sign in as a support-staff Incident User from Company A I cannot find the ticket.??The requestor account that I am using is in Company A with a login, password and access to Company A data, as well as a Read license. ? Why are the requests he is submitting not generating? ? Thanks. __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: Question: Requestor Console - Submitted Requests never Generate a Request ID
Roger is exactly right. To get there, click on the Requester Console link and in that window, click on Request Error and then View Requests with Errors. You should see the requests that were submitted in there. Click on a record and then check the Change/Incident Data tab for the details of the error and the events. Good luck! Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice Sent: Thursday, July 03, 2008 1:52 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Requestor Console - Submitted Requests never Generate a Request ID ** You have to insure that the Incident and Change Auto Assignment has at least one entry or the Incident creation will fail due to no Support group to assign to. Open the Service request that was created and you will see in the error log on the form that there is not assignment available. -Original Message- From: Bilinski, John [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thu, 3 Jul 2008 12:31 pm Subject: Re: Question: Requestor Console - Submitted Requests never Generate a Request ID ** No I do not have the assignment routing turned on for the Requestor Console. This is my first time with the Requestor console, which ITSM 7.0.3 Manual do you suggest I look at to see all of the Console configurations. I am looking at the Incident and it just shows me how to use. Should I be looking at the ITSM Configuration Manual for more information? What do You suggest? Thanks. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG mailto:[EMAIL PROTECTED] ] On Behalf Of Scott Parrish Sent: Thursday, July 03, 2008 1:24 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Requestor Console - Submitted Requests never Generate a Request ID ** Do you have group assignment routing set up for the requests that come in via the requester console? Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com http://www.itprophets.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of Bilinski, John Sent: Thursday, July 03, 2008 1:22 PM To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG Subject: Question: Requestor Console - Submitted Requests never Generate a Request ID I have a question: When I am using the Requestor Console as a requestor in Multi-Tenancy Mode I am getting an error when submitting an request through the Requestor Console interface as a requestor. When I submit the request the request never generates and the Request ID is In Process no matter how many times I refresh. Also when I sign in as a support-staff Incident User from Company A I cannot find the ticket. The requestor account that I am using is in Company A with a login, password and access to Company A data, as well as a Read license. Why are the requests he is submitting not generating? Thanks. __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___ The Famous, the infamous, the lame - in your browser. Get the TMZ Toolbar Now http://toolbar.aol.com/tmz/download.html?NCID=aolcmp000514 ! __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: Service Request App Event Status
JR, We have the same issue on our server as well (ITSM 7 patch 003). Even though everything is processed the app event status remains error. The only difference is that the request id field changed from in progress to an incident number. Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Janie Sent: Thursday, July 03, 2008 12:22 PM To: arslist@ARSLIST.ORG Subject: Service Request App Event Status ** Hi, I was hoping someone may have some insight into the Service Request module. When a service request has an error on it, you can go into the Requester module and View Requests with Errors. With a Request that has errors, you can click on the Change/Incident Data tab and click 'Reset Error' or 'View Events'. When I click on View Events and 'Retry' the process, the error is resolved and the CAI Event is removed. What I am wondering is why the App Event Status on the Service Request remains on 'Error'. This occurs whether or not I choose Reset Error before View Events / Retry. It seems to me that the App Event Status should return to a status of 'OK' after the Error is removed. I'm wondering if the App Event Status remaining at Error is normal or if there is a disconnect in the system somewhere. ITSM 703 P7 Thanks, JR __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: Service Request App Event Status
It is the [Reset Error] that changes the value to OK, and this is working fine in our environment. Oddly enough, it will actually set it to OK whether you fixed the problem or not but I guess that's a different conversation. LisaD From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Thursday, July 03, 2008 1:21 PM To: arslist@ARSLIST.ORG Subject: Re: Service Request App Event Status ** JR, We have the same issue on our server as well (ITSM 7 patch 003). Even though everything is processed the app event status remains error. The only difference is that the request id field changed from in progress to an incident number. Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Janie Sent: Thursday, July 03, 2008 12:22 PM To: arslist@ARSLIST.ORG Subject: Service Request App Event Status ** Hi, I was hoping someone may have some insight into the Service Request module. When a service request has an error on it, you can go into the Requester module and View Requests with Errors. With a Request that has errors, you can click on the Change/Incident Data tab and click 'Reset Error' or 'View Events'. When I click on View Events and 'Retry' the process, the error is resolved and the CAI Event is removed. What I am wondering is why the App Event Status on the Service Request remains on 'Error'. This occurs whether or not I choose Reset Error before View Events / Retry. It seems to me that the App Event Status should return to a status of 'OK' after the Error is removed. I'm wondering if the App Event Status remaining at Error is normal or if there is a disconnect in the system somewhere. ITSM 703 P7 Thanks, JR __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Requestor Console - Submitted Requests never Generate a Request ID
I am back on track now! Thank you both. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Thursday, July 03, 2008 2:19 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Requestor Console - Submitted Requests never Generate a Request ID ** Roger is exactly right. To get there, click on the Requester Console link and in that window, click on Request Error and then View Requests with Errors. You should see the requests that were submitted in there. Click on a record and then check the Change/Incident Data tab for the details of the error and the events. Good luck! Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice Sent: Thursday, July 03, 2008 1:52 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Requestor Console - Submitted Requests never Generate a Request ID ** You have to insure that the Incident and Change Auto Assignment has at least one entry or the Incident creation will fail due to no Support group to assign to. Open the Service request that was created and you will see in the error log on the form that there is not assignment available. -Original Message- From: Bilinski, John [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thu, 3 Jul 2008 12:31 pm Subject: Re: Question: Requestor Console - Submitted Requests never Generate a Request ID ** No I do not have the assignment routing turned on for the Requestor Console. This is my first time with the Requestor console, which ITSM 7.0.3 Manual do you suggest I look at to see all of the Console configurations. I am looking at the Incident and it just shows me how to use. Should I be looking at the ITSM Configuration Manual for more information? What do You suggest? Thanks. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG mailto:[EMAIL PROTECTED] ] On Behalf Of Scott Parrish Sent: Thursday, July 03, 2008 1:24 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Requestor Console - Submitted Requests never Generate a Request ID ** Do you have group assignment routing set up for the requests that come in via the requester console? Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com http://www.itprophets.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of Bilinski, John Sent: Thursday, July 03, 2008 1:22 PM To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG Subject: Question: Requestor Console - Submitted Requests never Generate a Request ID I have a question: When I am using the Requestor Console as a requestor in Multi-Tenancy Mode I am getting an error when submitting an request through the Requestor Console interface as a requestor. When I submit the request the request never generates and the Request ID is In Process no matter how many times I refresh. Also when I sign in as a support-staff Incident User from Company A I cannot find the ticket. The requestor account that I am using is in Company A with a login, password and access to Company A data, as well as a Read license. Why are the requests he is submitting not generating? Thanks. __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___ The Famous, the infamous, the lame - in your browser. Get the TMZ Toolbar Now http://toolbar.aol.com/tmz/download.html?NCID=aolcmp000514 ! __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: Service Request App Event Status
It's interesting that even if I do the 'Reset Error' and it changes to OK. It changes back to error after processing the event, whether ignore or retry. I did notice that processing saves the item immediately. I wonder if there is an app command missing. Lisa - what ITSM version are you on? JR _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lisa Westerfield Sent: Thursday, July 03, 2008 11:30 AM To: arslist@ARSLIST.ORG Subject: Re: Service Request App Event Status It is the [Reset Error] that changes the value to OK, and this is working fine in our environment. Oddly enough, it will actually set it to OK whether you fixed the problem or not but I guess that's a different conversation. LisaD From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Thursday, July 03, 2008 1:21 PM To: arslist@ARSLIST.ORG Subject: Re: Service Request App Event Status ** JR, We have the same issue on our server as well (ITSM 7 patch 003). Even though everything is processed the app event status remains error. The only difference is that the request id field changed from in progress to an incident number. Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Janie Sent: Thursday, July 03, 2008 12:22 PM To: arslist@ARSLIST.ORG Subject: Service Request App Event Status ** Hi, I was hoping someone may have some insight into the Service Request module. When a service request has an error on it, you can go into the Requester module and View Requests with Errors. With a Request that has errors, you can click on the Change/Incident Data tab and click 'Reset Error' or 'View Events'. When I click on View Events and 'Retry' the process, the error is resolved and the CAI Event is removed. What I am wondering is why the App Event Status on the Service Request remains on 'Error'. This occurs whether or not I choose Reset Error before View Events / Retry. It seems to me that the App Event Status should return to a status of 'OK' after the Error is removed. I'm wondering if the App Event Status remaining at Error is normal or if there is a disconnect in the system somewhere. ITSM 703 P7 Thanks, JR __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ http://www.bmc.com/userworld/ TuringSMI is a Platinum Sponsor of both BMC UserWorld Events Email Disclaimer This email has been sent from the TuringSMI Group This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. __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: Service Request App Event Status
Version 7.1.00 Patch 002 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Janie Sent: Thursday, July 03, 2008 2:16 PM To: arslist@ARSLIST.ORG Subject: Re: Service Request App Event Status ** It's interesting that even if I do the 'Reset Error' and it changes to OK. It changes back to error after processing the event, whether ignore or retry. I did notice that processing saves the item immediately. I wonder if there is an app command missing. Lisa - what ITSM version are you on? JR From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lisa Westerfield Sent: Thursday, July 03, 2008 11:30 AM To: arslist@ARSLIST.ORG Subject: Re: Service Request App Event Status It is the [Reset Error] that changes the value to OK, and this is working fine in our environment. Oddly enough, it will actually set it to OK whether you fixed the problem or not but I guess that's a different conversation. LisaD From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Thursday, July 03, 2008 1:21 PM To: arslist@ARSLIST.ORG Subject: Re: Service Request App Event Status ** JR, We have the same issue on our server as well (ITSM 7 patch 003). Even though everything is processed the app event status remains error. The only difference is that the request id field changed from in progress to an incident number. Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Janie Sent: Thursday, July 03, 2008 12:22 PM To: arslist@ARSLIST.ORG Subject: Service Request App Event Status ** Hi, I was hoping someone may have some insight into the Service Request module. When a service request has an error on it, you can go into the Requester module and View Requests with Errors. With a Request that has errors, you can click on the Change/Incident Data tab and click 'Reset Error' or 'View Events'. When I click on View Events and 'Retry' the process, the error is resolved and the CAI Event is removed. What I am wondering is why the App Event Status on the Service Request remains on 'Error'. This occurs whether or not I choose Reset Error before View Events / Retry. It seems to me that the App Event Status should return to a status of 'OK' after the Error is removed. I'm wondering if the App Event Status remaining at Error is normal or if there is a disconnect in the system somewhere. ITSM 703 P7 Thanks, JR __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ http://www.bmc.com/userworld/ TuringSMI is a Platinum Sponsor of both BMC UserWorld Events Email Disclaimer This email has been sent from the TuringSMI Group This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. __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 image001.jpg
Frank Bibler/YM/RWDOE is out of the office.
I will be out of the office from 07/03/2008 until 07/14/2008. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Happy July 4th
To All, Have a great 4th of July. I know this list is carried all over the world, but as we Americans enjoy our celebration of Freedom I hope we think about the men and women who are away from their families in harms way, as well as those who have given their lives so we can be free. hbr - Liberty is the breath of life to nations. ~George Bernard Shaw America is much more than a geographical fact. It is a political and moral fact - the first community in which men set out in principle to institutionalize freedom, responsible government, and human equality. ~Adlai Stevenson May the sun in his course visit no land more free, more happy, more lovely, than this our own country! ~Daniel Webster We on this continent should never forget that men first crossed the Atlantic not to find soil for their ploughs but to secure liberty for their souls. ~Robert J. McCracken If our country is worth dying for in time of war let us resolve that it is truly worth living for in time of peace. ~Hamilton Fish I prefer liberty with danger to peace with slavery. ~Author Unknown You have to love a nation that celebrates its independence every July 4, not with a parade of guns, tanks, and soldiers who file by the White House in a show of strength and muscle, but with family picnics where kids throw Frisbees, the potato salad gets iffy, and the flies die from happiness. You may think you have overeaten, but it is patriotism. ~Erma Bombeck Freedom has its life in the hearts, the actions, the spirit of men and so it must be daily earned and refreshed - else like a flower cut from its life-giving roots, it will wither and die. ~Dwight D. Eisenhower -- 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: Happy July 4th
Thanks Howard... I have one back for ya.. Skip the first 30% intro of this.. and listen to the speaker.. about the constitution.. and Jefferson.. Really great stuff http://www.oneplace.com/ministries/Focus_on_the_Family/archives.asp?bcd=2008-7-3http://www.oneplace.com/ministries/Focus_on_the_Family/ Speaker is named barton Happy 4th.. On Thu, Jul 3, 2008 at 11:29 PM, Howard Richter [EMAIL PROTECTED] wrote: ** To All, Have a great 4th of July. I know this list is carried all over the world, but as we Americans enjoy our celebration of Freedom I hope we think about the men and women who are away from their families in harms way, as well as those who have given their lives so we can be free. hbr - Liberty is the breath of life to nations. ~George Bernard Shaw America is much more than a geographical fact. It is a political and moral fact - the first community in which men set out in principle to institutionalize freedom, responsible government, and human equality. ~Adlai Stevenson May the sun in his course visit no land more free, more happy, more lovely, than this our own country! ~Daniel Webster We on this continent should never forget that men first crossed the Atlantic not to find soil for their ploughs but to secure liberty for their souls. ~Robert J. McCracken If our country is worth dying for in time of war let us resolve that it is truly worth living for in time of peace. ~Hamilton Fish I prefer liberty with danger to peace with slavery. ~Author Unknown You have to love a nation that celebrates its independence every July 4, not with a parade of guns, tanks, and soldiers who file by the White House in a show of strength and muscle, but with family picnics where kids throw Frisbees, the potato salad gets iffy, and the flies die from happiness. You may think you have overeaten, but it is patriotism. ~Erma Bombeck Freedom has its life in the hearts, the actions, the spirit of men and so it must be daily earned and refreshed - else like a flower cut from its life-giving roots, it will wither and die. ~Dwight D. Eisenhower -- 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: www.rmsportal.com ARSlist: Where the Answers Are html___ -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Email Engine AR 7.0.1
We too are facing the same issue, we are on patch 5. All we do right now is cycle the server when email engine takes it down -- Ankur From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Hall Chad - chahal Sent: Thursday, July 03, 2008 7:23 PM To: arslist@ARSLIST.ORG Subject: Re: Email Engine AR 7.0.1 ** There's an issue with the 7.0.1 email engine where if it loses its connection to AR Server (ARERR 90) it will throw NullPointerException java errors and never reconnect until you cycle the service. Also, every outgoing email processed after the initial NullPointerException error will have its Send Message value changed to Error, essentially taking it out of the queue. Another nasty side effect is that the attachments associated with those messages are lost. So if you cycle the email engine and requeue those emails they won't have any shortcut attachments. This was supposedly fixed in patch 7, but we're actually seeing it more on patch 7 in our dev environment than we saw on patch 5. Chad Hall (501) 342-2650 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shafqat Ayaz Sent: Wednesday, July 02, 2008 6:47 PM To: arslist@ARSLIST.ORG Subject: Re: Email Engine AR 7.0.1 ** Hi Kathy do you by any chance remember what parameters you changed for Java? We are getting the same problem, with the email crashing on a regular basis and throwing up lots of Java errors. If you need to see the errors let me know thanks in advance for any help shafqat Shafqat Ayaz Break the Rules, Forgive Quickly, Kiss Slowly, Love Truly, Laugh Uncontrollably, And Never Regret anything that made you Smile.. --- On Wed, 7/2/08, Kathy Morris [EMAIL PROTECTED] wrote: From: Kathy Morris [EMAIL PROTECTED] Subject: Re: Email Engine AR 7.0.1 To: arslist@ARSLIST.ORG Date: Wednesday, July 2, 2008, 8:41 PM ** I remember having an issue where I had to change the parameters on the Java. How did you fix the issue when the incoming emails crashed the server in 7.0.1? -Original Message- From: Axton [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wed, 2 Jul 2008 12:35 pm Subject: Re: Email Engine AR 7.0.1 I've had similar issues where certain incoming messages would cause the email engine to crash (7.0.1 p1). Axton Grams On Wed, Jul 2, 2008 at 3:20 PM, Rick Cook [EMAIL PROTECTED] wrote: ** Just a wild thought here: I wonder if it's really a problem with the memory used by Java being maxed out. Perhaps your system logs might show whether that's the case? Rick On Wed, Jul 2, 2008 at 12:09 PM, Kathy Morris [EMAIL PROTECTED] wrote: ** Hello All, We have been having trouble with the Email Engine. It was stopping every 3 days, now it's every couple of hours. Is there a Remedy bug that is preventing the email engine from working properly? Get the Moviefone Toolbar. Showtimes, theaters, movie news, more! __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___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org/ Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are Get the Moviefone Toolbar http://toolbar.aol.com/moviefone/download.html?ncid=aolcmp00051 1 . Showtimes, theaters, movie news, more! __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __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___
