Re: Unable to start ARS
Anoop, Looks like a private thread is being started and fails somewhere in that area. Not sure if you have private threads configured earlier. Maybe deleting all the private threads would be an option. Not knowing additional information makes it harder to suggest what else could be wrong. Cheers, -- Shyam - Original Message - From: Anoop Sasidharan Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Wednesday, July 23, 2008 11:23 AM Subject: Unable to start ARS ** Lister I m getting error message unable to create (390600, 0) for TCP: while starting ARS. I have able to see the arserverd and TCP is running. Has anyone faced similar issue? ARS 6.3 LINUX OS AS/3 -- This is your window into tinsel town. Keep abreast with the latest movie releases, star shockers and juicy gossip. Try it! __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: Unable to start ARS
Hi Anoop, The 390600 is an Admin thread. Hope you have not used the same for defining private queue. You enable the arthread logging and restart the arserver. The thread log will show what all threads are getting started. Best Regards, Uday Joshi Delivery Manager - BSM Tech Support Technology Infrastructure Services - BSM Unit --- Wipro Technologies, Hinjewadi, Pune 411057 India Tel: +91 20 39104092 VOIP 842-5103 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Anoop Sasidharan Sent: Wednesday, July 23, 2008 11:53 PM To: arslist@ARSLIST.ORG Subject: Unable to start ARS ** Lister I m getting error message unable to create (390600, 0) for TCP: while starting ARS. I have able to see the arserverd and TCP is running. Has anyone faced similar issue? ARS 6.3 LINUX OS AS/3 This is your window into tinsel town. Keep abreast with the latest movie releases, star shockers and juicy gossip. Try it! http://entertainment.in.msn.com/ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Please do not print this email unless it is absolutely necessary. The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Export Automation -- Possible ??
Also, you can view by packing list and then any new objects you create will be automatically added to the packing list; or at least they are supposed to be. If multiple developers are working on separate issues with their own packing lists you can create a master packing list by adding each individual packing list. You have to be careful there though. The master packing list contains whatever was in the other packing lists when they were added to it. A change in one of the individual packing lists after it's been added to the master, doesn't automatically get reflected in the master packing list. Roger From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing Sent: Wednesday, July 23, 2008 4:51 PM To: arslist@ARSLIST.ORG Subject: Re: Export Automation -- Possible ?? ** Each developer creates a PL named in whatever convention you choose to use...we use MMDD-DevName-PLName, and each developer simply keeps track of the workflow modified and adds it to that PL when they are done, or as they are modifying if that's easier for them. Then when it comes time to export, we just gather the PL's together and export their contents. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ganga Prasad Sent: Wednesday, July 23, 2008 2:14 PM To: arslist@ARSLIST.ORG Subject: Re: Export Automation -- Possible ?? ** Seems interesting. Seems like distributing pressure to hunt for all workflows. Can you please explain how this Packing List is done by individual Developer ?? Thanks and Regards, Ganga Prasad Pattnaik, - On Wed, Jul 23, 2008 at 9:58 PM, LJ Longwing [EMAIL PROTECTED] wrote: ** The methodology that we have adopted at my current job works well. Each developer that needs to have stuff moved from Dev to Test creates a packing list and puts all of their stuff into that PL. When it comes time to move from Dev to Test you simply add the contents of each PL to the export, and that is your def file...no hunting for that elusive AL. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ganga Prasad Sent: Tuesday, July 22, 2008 11:29 PM To: arslist@ARSLIST.ORG Subject: Export Automation -- Possible ?? ** Hi List As part of my job role I need to go for frequent Import and Export using my Administrator tool. Every time I need to export from source server and put it into Destination Server. The object list always varies. For that I need to carefully search the object and add it for exporting. This is very tedious as we have a large number of workflows ... Any one have tried to make it automated ?? I am not finding any startup point to go with.. Any help would be really greatful.. ARS 7.0 Oracle 10G NO ITSM Thanks and Regards, Ganga Prasad Pattnaik, ( Remedy Skilled Professional ) - __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: QUESTION: SYS:Notification Messages - ITSM 7
Try a hard return after the coma SGP0090, SGP0070, SGP0089 Not sure why but some of our notifications with multi recipients require this others do not. hth -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Wednesday, July 23, 2008 1:24 PM To: arslist@ARSLIST.ORG Subject: Re: QUESTION: SYS:Notification Messages - ITSM 7 Thanks Himanshu! I added the support group IDs in the Set Fields to z1D NT Support Group ID. If I Set just ONE (SGP0090) it works. If I try to set more then one like this: SGP0090, SGP0070, SGP0089 I also tried spaces, semi colons, still nothing. Anything else missing. Thanks again! On 7/23/08, Run4Life Win [EMAIL PROTECTED] wrote: ** Hi Dee You need to add all the group IDs in the filter notification ( same place where you define single group name or ID) Hope this works ...as I did this long time back :) Thanks Himanshu On Wed, Jul 23, 2008 at 9:48 AM, T. Dee [EMAIL PROTECTED] wrote: Has anyone done a custom notification in SYS:Notificaiton Messages and have the Notification go to particular support groups? I have no issues with creating a custom notification - which does go out - the only issue is i'm not sure how to tell Remedy that it needs to go 6 different groups. Suggestions / ideas? THANK YOU! __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Call for Presentation - Last day July 25th
** Listers, For all the discussion in the past about things you'd like to see presented at user world, I'm shocked at how few of you have submitted a presentation you are willing to present. (yes, I'm on the inside now and helping to plan the topics) I have been watching the list and I haven't even seen anyone say "gee I wish BMC would cover __". I might find someone internal to present your idea if it is a good one and nobody on the list steps up to present. We are really working hard to make this the best conference ever but we need your participation! To submit a topic you are willing to present - http://www.bmc.com/userworld/miami/agenda/call_for_presentations.html This is your chance to be famous! I for one am looking for a couple of good customercase studiesabout things you have done custom with AR System. Cool app? Great and creative integration? Something the listers would love to know? The other track owners are interest in ITSM, Best Practices, Virtualization, ITIL, etc. They would love to hear from you as well. As the saying goes.. You can't grip if you don't vote. In this case, you can't grip ifwe have to read your mind about what you want. (yes we know you want to hear about 7.5) - Kelly Deaver [EMAIL PROTECTED] (Yes, I work for BMC. This post reflects the opinions of the poster and not the offical opinion of BMC) __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___
Re: Crystal Reports Server XI and Midtier version 7.1
Thanks Sandeep. Do you have the PDF available to email to me? Any help is appreciated. Steve Date: Mon, 13 Aug 2007 10:32:14 +0530From: [EMAIL PROTECTED]: Re: Crystal Reports Server XI and Midtier version 7.1To: [EMAIL PROTECTED] Hi Steven, Take existing Tomcat and follow the steps which is given in PDF. I have done before. There is no extra thing. Hope this helps... Regards, Sandeep Vyom Labs Pvt. Ltd. An ISO 2 certified company. Consulting | Outsourcing | Training || BMC Remedy BSM | ITIL Web: www.vyomlabs.com From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Steven IoccoSent: Tuesday, July 22, 2008 10:05 PMTo: [EMAIL PROTECTED]: Crystal Reports Server XI and Midtier version 7.1 Hi folks. I am tasked with installing Crystal Reports Server XI on a windows 2003 env't so that users on Midtier 7.1 can run reports via the web. The Midtier is using Apache 5.5.26 and I plan on installing this on the Crystal reports server (seperate machine) prior to the install of crystal. I have read the documentation and it seems that after installing Crystal if I want it to work with an existing tomcat install there are a few extra steps, which is fine. My questions really are whether there is anything out of the ordinary that I need to be aware of? I am looking for some lessons learned on the topic. I have been reviewing the install document for crystal report server and a document from BMC on configuring the midtier to run reports on the web.ThanksSteve__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
Pros and Cons of ARS development - was Buy vs. Build
I want to change the topic slightly and go off on a tangent that keeps coming up repeatedly. That topic is of the power of ARS for development. While I agree that ARS is great, I would have to qualify that to say that if you want to build an application that is within its capabilities, it is great. However, having worked with Visual Basic, PHP, Perl, and a few other things, I see plenty of limitations in ARS as a development tool. For example, there is no such thing as a variable in ARS. Yes, you can add a field to a form, even a Display Only field, but you can't instantiate fields during runtime on the fly. You have to purposely create fields for usage later on, and this limitation causes us to often re-use certain fields as generic variables, which can make troubleshooting difficult sometimes. I've worked on a system that someone else built that I had to troubleshoot something on a field that had many different Set Fields actions occurring at different points with different tables. It was definitely possible, but since ARS is missing another major capability that most development platforms have. ARS doesn't have a way to step through code. We can't start up processing on a form, and pause it to see what is going on. All we can do is 1) go through log files and recreate the workflow in our minds, or 2) pop up messages after each piece of workflow we want to troubleshoot. If there was a way to step through each piece of workflow that is running, that would be a tremendous help to us. Another issue that is more of a matter of taste I guess, is the inability to generate flat source-code. Yes, I have learned to read .def files to some extent, but it should be easier to read. Instead of values like 4\1\1\179\2\4\32\Change Level IA - Implementation\ in workflow, the definition files should display what we see in the Admin tool. These are the somewhat major problems I have with ARS for development. If you want to build an application with a database back end, a web interface, and have most of the standard controls (save, search, displaying tables, etc) just work automatically, ARS is a great too. There isn't anything out there that I've worked with which can top ARS development in terms of speed. In some cases, you do have to make sacrifices for more complex functionality, but it's still a great development platform for what it does. I just wish BMC would change the things I mentioned above, plus a few other minor ones (I'd like to be able to use arrays if they implement variables, I'd like to be able to have workflow triggered off of typing in specific fields, not just pressing enter and gain/lose focus, etc.) What are your thoughts about the pros and cons of ARS as a development tool? Perhaps we can put all of our heads together and go back to BMC and tell them what we want, plus come up with enough positive things about it to show our clients and employers that ARS is a great development tool. Shawn Pierson Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Crystal Reports Server XI and Midtier version 7.1
ok, so I installed ARWebReportViewer on the machine, using the 'other' and 'other' options for the web server and JSP engine. It installed under C:\Program Files\AR System\ARWebReportViewer. How do I fetch the configreport.jsp page without the http server? Sorry, I am pretty new to the web world and need to pull up http://ARWebReportHost/arreports/shared/config/configreport.jsp page to configure the viewer. How would I add this in Tomcat as you explained below? I notice that the install file installed 2 JAR files called tomcat-util_5.5.17.jar and tomcat-util_5.5.23.jar. Are these used somehow? Steve Date: Mon, 13 Aug 2007 10:32:14 +0530From: [EMAIL PROTECTED]: Re: Crystal Reports Server XI and Midtier version 7.1To: [EMAIL PROTECTED] Hi Steven, Take existing Tomcat and follow the steps which is given in PDF. I have done before. There is no extra thing. Hope this helps... Regards, Sandeep Vyom Labs Pvt. Ltd. An ISO 2 certified company. Consulting | Outsourcing | Training || BMC Remedy BSM | ITIL Web: www.vyomlabs.com From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Steven IoccoSent: Tuesday, July 22, 2008 10:05 PMTo: [EMAIL PROTECTED]: Crystal Reports Server XI and Midtier version 7.1 Hi folks. I am tasked with installing Crystal Reports Server XI on a windows 2003 env't so that users on Midtier 7.1 can run reports via the web. The Midtier is using Apache 5.5.26 and I plan on installing this on the Crystal reports server (seperate machine) prior to the install of crystal. I have read the documentation and it seems that after installing Crystal if I want it to work with an existing tomcat install there are a few extra steps, which is fine. My questions really are whether there is anything out of the ordinary that I need to be aware of? I am looking for some lessons learned on the topic. I have been reviewing the install document for crystal report server and a document from BMC on configuring the midtier to run reports on the web.ThanksSteve__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
Assignment Engine
Can anyone tell me how well this product works. We are on ARS 7.1 and Help Desk 5.6. Will it work on that combo? Also if I use a Round Robin rule to assign tickets within a Group how do you let the system know that a technician is not available? There does not seem to be much in the way of documentation for this product. Brian Sokol Manager, Desktop Services Scholastic Inc. 557 Broadway NY, NY 10012 (212) 343-6494 http://www.Scholastic.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Pros and Cons of ARS development - was Buy vs. Build
Pros and Cons of ARS development Being relatively new to ARS development, my fresh eyes definitely agree what I think you're saying: debugging workflow is very awkward. For a tool that calls itself a development platform, this is not a minor drag but a gaping hole. And I too have stared in disbelief at the .def files... Remedy could be greatly improved if it could better interconnect with other tools. Most Remedy developers have some experience with shell, VB, Perl, and other utilities. And some have experience with programming languages like Java and C. Being able to use these utilities or languages with Remedy would be great. Remedy seems to be too much of a stand-alone development environment. Am I mistaken...? RELATED TO THIS TOPIC is that we have found it nearly impossible to upgrade Remedy after years and years of what I call casual customizations. A casual customization is something small, like adding a field to the HelpDesk form. (Casual customizations are contrasted to building an Application in Remedy -- a full-blown project with its own forms.) I DON'T blame Remedy for this -- it's clearly a hole that we have dug ourselves into. But I have come to believe that Remedy's strength (ease of casual customization) is its greatest flaw when it is time to upgrade. Unfortunately, it is nearly impossible to convince users that after the upgrade they will loose their custom fields on the HelpDesk form. But again, this problem was created by us, not by Remedy per se. (now I feel better...) John -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Thursday, July 24, 2008 9:00 AM To: arslist@ARSLIST.ORG Subject: Pros and Cons of ARS development - was Buy vs. Build I want to change the topic slightly and go off on a tangent that keeps coming up repeatedly. That topic is of the power of ARS for development. While I agree that ARS is great, I would have to qualify that to say that if you want to build an application that is within its capabilities, it is great. However, having worked with Visual Basic, PHP, Perl, and a few other things, I see plenty of limitations in ARS as a development tool. For example, there is no such thing as a variable in ARS. Yes, you can add a field to a form, even a Display Only field, but you can't instantiate fields during runtime on the fly. You have to purposely create fields for usage later on, and this limitation causes us to often re-use certain fields as generic variables, which can make troubleshooting difficult sometimes. I've worked on a system that someone else built that I had to troubleshoot something on a field that had many different Set Fields actions occurring at different points with different tables. It was definitely possible, but since ARS is missing another major capability that most development platforms have. ARS doesn't have a way to step through code. We can't start up processing on a form, and pause it to see what is going on. All we can do is 1) go through log files and recreate the workflow in our minds, or 2) pop up messages after each piece of workflow we want to troubleshoot. If there was a way to step through each piece of workflow that is running, that would be a tremendous help to us. Another issue that is more of a matter of taste I guess, is the inability to generate flat source-code. Yes, I have learned to read .def files to some extent, but it should be easier to read. Instead of values like 4\1\1\179\2\4\32\Change Level IA - Implementation\ in workflow, the definition files should display what we see in the Admin tool. These are the somewhat major problems I have with ARS for development. If you want to build an application with a database back end, a web interface, and have most of the standard controls (save, search, displaying tables, etc) just work automatically, ARS is a great too. There isn't anything out there that I've worked with which can top ARS development in terms of speed. In some cases, you do have to make sacrifices for more complex functionality, but it's still a great development platform for what it does. I just wish BMC would change the things I mentioned above, plus a few other minor ones (I'd like to be able to use arrays if they implement variables, I'd like to be able to have workflow triggered off of typing in specific fields, not just pressing enter and gain/lose focus, etc.) What are your thoughts about the pros and cons of ARS as a development tool? Perhaps we can put all of our heads together and go back to BMC and tell them what we want, plus come up with enough positive things about it to show our clients and employers that ARS is a great development tool. Shawn Pierson Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender.
Re: Pros and Cons of ARS development - was Buy vs. Build
A couple of points... Variables: I have never had a problem with the concept of Display Only fields as variables. I have worked on VB and C applications that had so many variables defined you needed a spreadsheet to keep track of what was done where. I have worked with Remedy applications with so many D/O fields you got lost. I have worked on other Remedy applications with only a few D/O fields that were reused. It all comes down to design. You can always tell a good well thought out design against something just slapped together. Debugging: In the 7.5 beta announcement David listed A text based debugger for server side workflow Source Code: It could be handy at times, but not having it actually worked in my favor one time. I had a manager (who didn't even use the system) that wanted to check my code. I gave him a .def file to shut him up (He wasn't my manager). Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Thursday, July 24, 2008 8:00 AM To: arslist@ARSLIST.ORG Subject: Pros and Cons of ARS development - was Buy vs. Build I want to change the topic slightly and go off on a tangent that keeps coming up repeatedly. That topic is of the power of ARS for development. While I agree that ARS is great, I would have to qualify that to say that if you want to build an application that is within its capabilities, it is great. However, having worked with Visual Basic, PHP, Perl, and a few other things, I see plenty of limitations in ARS as a development tool. For example, there is no such thing as a variable in ARS. Yes, you can add a field to a form, even a Display Only field, but you can't instantiate fields during runtime on the fly. You have to purposely create fields for usage later on, and this limitation causes us to often re-use certain fields as generic variables, which can make troubleshooting difficult sometimes. I've worked on a system that someone else built that I had to troubleshoot something on a field that had many different Set Fields actions occurring at different points with different tables. It was definitely possible, but since ARS is missing another major capability that most development platforms have. ARS doesn't have a way to step through code. We can't start up processing on a form, and pause it to see what is going on. All we can do is 1) go through log files and recreate the workflow in our minds, or 2) pop up messages after each piece of workflow we want to troubleshoot. If there was a way to step through each piece of workflow that is running, that would be a tremendous help to us. Another issue that is more of a matter of taste I guess, is the inability to generate flat source-code. Yes, I have learned to read .def files to some extent, but it should be easier to read. Instead of values like 4\1\1\179\2\4\32\Change Level IA - Implementation\ in workflow, the definition files should display what we see in the Admin tool. These are the somewhat major problems I have with ARS for development. If you want to build an application with a database back end, a web interface, and have most of the standard controls (save, search, displaying tables, etc) just work automatically, ARS is a great too. There isn't anything out there that I've worked with which can top ARS development in terms of speed. In some cases, you do have to make sacrifices for more complex functionality, but it's still a great development platform for what it does. I just wish BMC would change the things I mentioned above, plus a few other minor ones (I'd like to be able to use arrays if they implement variables, I'd like to be able to have workflow triggered off of typing in specific fields, not just pressing enter and gain/lose focus, etc.) What are your thoughts about the pros and cons of ARS as a development tool? Perhaps we can put all of our heads together and go back to BMC and tell them what we want, plus come up with enough positive things about it to show our clients and employers that ARS is a great development tool. Shawn Pierson ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Question: Approvals in ITSM 7 (Chg Mgmt)
Greetings listers! I've been seeing some oddities in our change approval process lately so I wanted to kick this out to the list for feedback. The Details: We're on AR 7.0.01 Patch 006 (Win2k3, SQL 2005, etc); we're using Approval Server 7.0.01 and Change Management 7.0.03 Patch 006. At Scheduled for Review we call the Change Management Chain process to get manager approval. After approved it goes to Scheduled for Approval where it awaits Change Manager (CAB) approval. So here's the catch...if you manually add an approver before the change is in one of these approval processes it screws everything up. Lets say I add 3 people prior to the approval process...then move the change to Scheduled for Review and my manager is added. If my manager approves before the other 3 people the change moves to the next status. Sometimes we get duplicate approvers and in trying to cancel the duplicates it can cause the change to jump to the next status (per the Approval Process Configuration settings) which totally screws everything up. Anyone seen this type of behavior before? Thanks! Eli ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Pros and Cons of ARS development - was Buy vs. Build
Shawn, I have thought _a lot_ about how to describe ARS over the last 10 years. I find it interesting that lots of programmers can not even agree on what generation of a language (and in some cases if ARS is a language at all) that ARS is. I have also observed that most business people have a hard time understanding how to manage it because it does not fit into most of their existing models either. Ref: http://en.wikipedia.org/wiki/First-generation_programming_language or http://en.wikipedia.org/wiki/Second-generation_programming_language or http://en.wikipedia.org/wiki/Third-generation_programming_language or http://en.wikipedia.org/wiki/Fourth-generation_programming_language or http://en.wikipedia.org/wiki/Fifth-generation_programming_language ( Or any other sites/books to discuss the fine technical distinctions between those groupings of computer programming languages that you prefer to site.) In fact most of these discussions, in the past, have even failed to try to describe the type or language that ARS is. (Ref: http://en.wikipedia.org/wiki/Computer_language) For example... Can we try to establish if ARS is compiled, interpreted, or maybe does it use a byte code model? Is ARS a Visual programming language? (Ref: http://en.wikipedia.org/wiki/Visual_programming_language) Is ARS best described as a Domain-specific language? ( If so what domain?) ( Ref: http://en.wikipedia.org/wiki/Domain-Specific_Modeling A very interesting read ... and comparison IMO.) However, at the end of the analysis... these are just categorizations of the language and likely do not really identify the true strengths or weaknesses of the language itself. I will actually suggest that as the languages become more and more abstract, the strengths will have less to do with the language and more to do with the programmer's knowledge of the problem. ( Which is, again IMO, the fundamental problem with fifth generation languages, that will take the longest to solve.) And I think this trait is what makes ARS a challenging tool for programmer and business person a like. While I think an open and genuine discussion of pros and cons are good for a community to have (many times over), the point is to formulate how those suggested changes will benefit BMC. After all, they use the platform to make money. So whatever they are going to change needs to show ROI to them and not necessarily the customer. Hopefully the customer will benefit in some way, but it may be less financial and more business process or standardization centric than financial bottom line too. BTW: I am going to be proposing a session at BUW to talk about ARS as a programming language. If it is selected then I hope to see all of ARSList members there. That would be a sight to see. :) -- 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 Thu, Jul 24, 2008 at 9:00 AM, Pierson, Shawn [EMAIL PROTECTED] wrote: I want to change the topic slightly and go off on a tangent that keeps coming up repeatedly. That topic is of the power of ARS for development. While I agree that ARS is great, I would have to qualify that to say that if you want to build an application that is within its capabilities, it is great. However, having worked with Visual Basic, PHP, Perl, and a few other things, I see plenty of limitations in ARS as a development tool. For example, there is no such thing as a variable in ARS. Yes, you can add a field to a form, even a Display Only field, but you can't instantiate fields during runtime on the fly. You have to purposely create fields for usage later on, and this limitation causes us to often re-use certain fields as generic variables, which can make troubleshooting difficult sometimes. I've worked on a system that someone else built that I had to troubleshoot something on a field that had many different Set Fields actions occurring at different points with different tables. It was definitely possible, but since ARS is missing another major capability that most development platforms have. ARS doesn't have a way to step through code. We can't start up processing on a form, and pause it to see what is going on. All we can do is 1) go through log files and recreate the workflow in our minds, or 2) pop up messages after each piece of workflow we want to troubleshoot. If there was a way to step through each piece of workflow that is running, that would be a tremendous help to us. Another issue that is more of a matter of taste I guess, is the inability to generate flat source-code. Yes, I have learned to read .def files to some extent, but it should be easier to read. Instead of values like 4\1\1\179\2\4\32\Change Level IA - Implementation\ in workflow, the definition files should display what we see in the Admin tool. These are the
Re: QUESTION: SYS:Notification Messages - ITSM 7
Thanks Melvin, but that didn't work either. On Thu, Jul 24, 2008 at 8:01 AM, Cox, Melvin E. [EMAIL PROTECTED] wrote: Try a hard return after the coma SGP0090, SGP0070, SGP0089 Not sure why but some of our notifications with multi recipients require this others do not. hth -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Wednesday, July 23, 2008 1:24 PM To: arslist@ARSLIST.ORG Subject: Re: QUESTION: SYS:Notification Messages - ITSM 7 Thanks Himanshu! I added the support group IDs in the Set Fields to z1D NT Support Group ID. If I Set just ONE (SGP0090) it works. If I try to set more then one like this: SGP0090, SGP0070, SGP0089 I also tried spaces, semi colons, still nothing. Anything else missing. Thanks again! On 7/23/08, Run4Life Win [EMAIL PROTECTED] wrote: ** Hi Dee You need to add all the group IDs in the filter notification ( same place where you define single group name or ID) Hope this works ...as I did this long time back :) Thanks Himanshu On Wed, Jul 23, 2008 at 9:48 AM, T. Dee [EMAIL PROTECTED] wrote: Has anyone done a custom notification in SYS:Notificaiton Messages and have the Notification go to particular support groups? I have no issues with creating a custom notification - which does go out - the only issue is i'm not sure how to tell Remedy that it needs to go 6 different groups. Suggestions / ideas? THANK YOU! __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: QUESTION: SYS:Notification Messages - ITSM 7
Thanks Leonard - sounds like a great workaround, but alot of work just to notify 6 groups. You would think that Remedy would have their notification engine be able to handle this. On Wed, Jul 23, 2008 at 4:00 PM, Leonard Neely - FOJ [EMAIL PROTECTED] wrote: ** The concept of your multiple filter workaround is most likely what you will need to do to accomplish this. However, that sounds pretty Static and if those groups ever need to change, that would translate into a workflow modification as opposed to a data configuration change. We had a similar requirement for Change Management (CM) Application, in that whenever a change request moved to a status of Scheduled, we needed to send a notification to all HelpDesk groups (as defined on the Support Group form). In our case, this was about 4 groups. To accomplish this, we ended up: 1.Placing a table field (hidden) on the CM form which listed all support Groups defined as Help Desk. 2.Created a Filter to set the z1D Notification Message Tag on the CM form to the value for the custom notification message, then call a Filter Guide. 3.Created a Filter Guide that loops though this table records to get the support group id for each one and sets the 'z1D NT Support Group ID'. If all this is done between execution order 947 -948, the OOTB Notification workflow should pickup from there. It's a lot of work, but if you want to accomplish this using NTE, I think you will need to build something like this. HTH Leonard I tried a computed group - didn't like that. I have created a filter for each group and that seems to work - but that is alot of unnecessary work to notify each group. Any others ideas / suggestions? Thanks! On 7/23/08, T. Dee [EMAIL PROTECTED] wrote: Tried it, but when I went to save the ticket I got a SQL error - does not like commas, semi-colons or returns. On 7/23/08, Grooms, Frederick W [EMAIL PROTECTED] wrote: Have you tried returns? -Original Message- -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Wednesday, July 23, 2008 11:20 AM To: arslist@ARSLIST.ORG Subject: Re: QUESTION: SYS:Notification Messages - ITSM 7 __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: SYS:Notification Messages - ITSM 7
Tried this, but unforunately Remedy does not like multiple group numbers. On Wed, Jul 23, 2008 at 12:54 PM, Run4Life Win [EMAIL PROTECTED] wrote: ** Hi Dee You need to add all the group IDs in the filter notification ( same place where you define single group name or ID) Hope this works ...as I did this long time back :) Thanks Himanshu On Wed, Jul 23, 2008 at 9:48 AM, T. Dee [EMAIL PROTECTED] wrote: Has anyone done a custom notification in SYS:Notificaiton Messages and have the Notification go to particular support groups? I have no issues with creating a custom notification - which does go out - the only issue is i'm not sure how to tell Remedy that it needs to go 6 different groups. Suggestions / ideas? THANK YOU! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: QUESTION: SYS:Notification Messages - ITSM 7
The system understands the SGP group ID with no problem - if I put just one in, however, more then one and it does not like it. I have tried commas, semi colons, spaces, returns, etc. and nothing works. On Wed, Jul 23, 2008 at 12:39 PM, strauss [EMAIL PROTECTED] wrote: I would expect you to have to translate the 15-char SPG group ID to the actual 10-digit Group ID before the notification engine is going to be able to understand it. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Wednesday, July 23, 2008 11:19 AM To: arslist@ARSLIST.ORG Subject: Re: QUESTION: SYS:Notification Messages - ITSM 7 Thanks for your email Lisa. I have tried setting z1D NT Support Group ID, but this does not seem to work. I looked up one of the groups that I want to notify - SGP0090 - I tried to set this field to z1D NT Support Group ID, but didn't work. My notification is working - I just need to get to notify the right people. I want it to notify everyone in the group SGP0090. On 7/23/08, Lisa Westerfield [EMAIL PROTECTED] wrote: I had tried using the $Group ID$ field, the $Group Name$ field, but since there's not really an email or contact# associated with a support group it doesn't have anything to notify. How do you identify that those are the six groups you want to notify? Do you want to tell everyone in that group, or is there an additional set of criteria to identify that subset of people? I'm interested in determining this functionality as well because it is definitely a gap in functionality OOTB that clients are missing. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Wednesday, July 23, 2008 8:49 AM To: arslist@ARSLIST.ORG Subject: QUESTION: SYS:Notification Messages - ITSM 7 Has anyone done a custom notification in SYS:Notificaiton Messages and have the Notification go to particular support groups? I have no issues with creating a custom notification - which does go out - the only issue is i'm not sure how to tell Remedy that it needs to go 6 different groups. Suggestions / ideas? THANK YOU! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are 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 ___ 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 Answers Are
Re: The incident e-mail notification has a miss-formed url, how can I correct?
John, At this point I have gone down the small filter on the e-mail messages form, but today we are going to work with win admin and see if we can remove the fqdn (and the system will still work). hbr On 7/23/08, john rosquist [EMAIL PROTECTED] wrote: ** I am interested in finding this out too. What does the web path in the server config say? Is this on windows? If so, it is my understanding that it will use the fully qualified domain name of the host here irrespective of your wishes. The only work around is to remove the FQDN from the host. Otherwise, just add it to the mid-tier and bounce it. John Rosquist - Original Message From: Howard Richter [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, July 23, 2008 5:25:09 PM Subject: The incident e-mail notification has a miss-formed url, how can I correct? ** Good afternoon, I am having a brain freeze and need a little guidance. I know we have answered this before, but as I age I forget things. We are getting the following url in the notification e-mails http:\\itsm-dev-web:8080\arsys\home/servlet/ViewFormServlet?form=NTE%3aNotifierserver= itsm-dev-app.inel.goveid=NTS5182 However for it to work it should read http:\\itsm-dev-web:8080\arsys\home/servlet/ViewFormServlet?form=NTE%3aNotifierserver=itsm-dev-appeid=NTS5182 (the inel.gov should not be part of the server name) How can I fix this? As always thanks, -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [EMAIL PROTECTED] LinkedIn http://www.linkedin.com/ Profile = http://www.linkedin.com/in/hbr4270 __Platinum Sponsor: www.rmsportal.comARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [EMAIL PROTECTED] LinkedIn Profile = http://www.linkedin.com/in/hbr4270 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Approvals in ITSM 7 (Chg Mgmt)
Can you check to see at that Sheduled for Review phase, if it is set to One must sign or all must sign That may be the issue. Tauf Chowdhury | Forest Laboratories, Inc. Sr. Analyst Office: 631.858.7765 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Eli Schilling Sent: Thursday, July 24, 2008 10:14 AM To: arslist@ARSLIST.ORG Subject: Question: Approvals in ITSM 7 (Chg Mgmt) Greetings listers! I've been seeing some oddities in our change approval process lately so I wanted to kick this out to the list for feedback. The Details: We're on AR 7.0.01 Patch 006 (Win2k3, SQL 2005, etc); we're using Approval Server 7.0.01 and Change Management 7.0.03 Patch 006. At Scheduled for Review we call the Change Management Chain process to get manager approval. After approved it goes to Scheduled for Approval where it awaits Change Manager (CAB) approval. So here's the catch...if you manually add an approver before the change is in one of these approval processes it screws everything up. Lets say I add 3 people prior to the approval process...then move the change to Scheduled for Review and my manager is added. If my manager approves before the other 3 people the change moves to the next status. Sometimes we get duplicate approvers and in trying to cancel the duplicates it can cause the change to jump to the next status (per the Approval Process Configuration settings) which totally screws everything up. Anyone seen this type of behavior before? Thanks! Eli __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 Are
Re: Pros and Cons of ARS development - was Buy vs. Build
This may not be a pro for businesses who use Remedy but the fact that it is not a mainstream language makes it a good market those who know how to develop with the tool. I think typically a Remedy developer's pay is going to be higher than say a .NET, php, insert other language here. So with all of the typical features that Remedy may not have compared to a language that falls nicely into a category, if you know how it take the tool and make the differences invisible to the employeer/customer, you end up being a very valuable resource. I can't think of any application/integration that I have not been able to build in Remedy. Sure there are things like Mid-tier pages do not offer the all of the features and flexibility of an html, php, asp web page (mouse over, tables that can resize, etc) but these are not necesarrily critical to the functionality of your application (and I have heard rumblings of some changes that are suppose to fill some of these gaps with web 2.0 apps). Even if you absoluletly need a web feature (or even a language feature) you can write the app/module/script in a different technology and interface it with Remedy. Now does the fact that it is not easy to find the resources to make the product really sing act as a con? Just a general observation, from what I have seen it commenly takes about 6 months to find a good remedy person. Will companies go with other tools just because of the volume of resources available? I don't think this is a typical consideration before purchasing Remedy, especially if ITSM was a gateway app to in house development but it could end up being a factor. Jason On 7/24/08, Carey Matthew Black [EMAIL PROTECTED] wrote: Shawn, I have thought _a lot_ about how to describe ARS over the last 10 years. I find it interesting that lots of programmers can not even agree on what generation of a language (and in some cases if ARS is a language at all) that ARS is. I have also observed that most business people have a hard time understanding how to manage it because it does not fit into most of their existing models either. Ref: http://en.wikipedia.org/wiki/First-generation_programming_language or http://en.wikipedia.org/wiki/Second-generation_programming_language or http://en.wikipedia.org/wiki/Third-generation_programming_language or http://en.wikipedia.org/wiki/Fourth-generation_programming_language or http://en.wikipedia.org/wiki/Fifth-generation_programming_language ( Or any other sites/books to discuss the fine technical distinctions between those groupings of computer programming languages that you prefer to site.) In fact most of these discussions, in the past, have even failed to try to describe the type or language that ARS is. (Ref: http://en.wikipedia.org/wiki/Computer_language) For example... Can we try to establish if ARS is compiled, interpreted, or maybe does it use a byte code model? Is ARS a Visual programming language? (Ref: http://en.wikipedia.org/wiki/Visual_programming_language) Is ARS best described as a Domain-specific language? ( If so what domain?) ( Ref: http://en.wikipedia.org/wiki/Domain-Specific_Modeling A very interesting read ... and comparison IMO.) However, at the end of the analysis... these are just categorizations of the language and likely do not really identify the true strengths or weaknesses of the language itself. I will actually suggest that as the languages become more and more abstract, the strengths will have less to do with the language and more to do with the programmer's knowledge of the problem. ( Which is, again IMO, the fundamental problem with fifth generation languages, that will take the longest to solve.) And I think this trait is what makes ARS a challenging tool for programmer and business person a like. While I think an open and genuine discussion of pros and cons are good for a community to have (many times over), the point is to formulate how those suggested changes will benefit BMC. After all, they use the platform to make money. So whatever they are going to change needs to show ROI to them and not necessarily the customer. Hopefully the customer will benefit in some way, but it may be less financial and more business process or standardization centric than financial bottom line too. BTW: I am going to be proposing a session at BUW to talk about ARS as a programming language. If it is selected then I hope to see all of ARSList members there. That would be a sight to see. :) -- 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 Thu, Jul 24, 2008 at 9:00 AM, Pierson, Shawn [EMAIL PROTECTED] wrote: I want to change the topic slightly and go off on a tangent that keeps coming up repeatedly. That topic is of the power of ARS for development. While I agree that ARS is great, I
Re: Pros and Cons of ARS development - was Buy vs. Build
I have always called ARS a 4.5 GL. It restricts you to only do things a certain way (i.e. Change Display is only on an Active Link). So it's a little better than a 4GL which allows you to do the same thing in many ways. SQL could be argued to be a classic 4GL. I consider a 5GL to be Artificial Intelligence blended with the language. The idea of reuse is a key element to AI. ARS has elements of this, but not everywhere. You can reuse fieldids, forms, menus and many different objects throughout, but is it really a 5GL. Probably not in the classic sense. Therefore I consider ARS to be somewhere in between. In the great timeline of GLs, is 5GL even possible in the classic Programming Language sense. To have 5GL you require a knowledgebase of some type (a DB if you will). 5GL requires something to extract knowledge or information. A 5GL should self adjust as it is used and reuse is inherit. I often have wondered what is beyond 5GL. Is it the Star Trek android called Data? Or is it Terminator? What if you had Active Links and Filters for many, many, many, many, many, many knowledge constructs? At what point does it become self-reliant? Interesting concept! I'll have to write a new Sci-Fi novel with such a plot. As for this whole Buy vs. Build thread, what has changed? BMC Remedy has made ITSM more efficient from a Computer Science sense. What's different from this and what happened early on when Open Window took the place of Macros. The old guys out there remember stacking buttons with macros to get the results that you now get with Open Window. Anybody remember recording 3 OS oriented Active Links for the same thing. (Windows, UNIX and Mac clients existed at one time). We had to adjust! The bottom line is that ARS has not changed significantly since 1993. Doug will say he has had one true bug since its creation. And I think that was because of a 32-bit verses 64-bit issue. What I guess I am saying is, Get out there and see how the new ITSM works. It does a lot with GUIDs which are very efficient. GUIDs have been part of ARS for a long time. Customizations have not gone away. They have just gotten more interesting! Gordon M. Frank Remedy Skilled Professional ITIL V3 Certified Lockheed Martin -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, July 24, 2008 10:16 AM To: arslist@ARSLIST.ORG Subject: Re: Pros and Cons of ARS development - was Buy vs. Build Shawn, I have thought _a lot_ about how to describe ARS over the last 10 years. I find it interesting that lots of programmers can not even agree on what generation of a language (and in some cases if ARS is a language at all) that ARS is. I have also observed that most business people have a hard time understanding how to manage it because it does not fit into most of their existing models either. Ref: http://en.wikipedia.org/wiki/First-generation_programming_language or http://en.wikipedia.org/wiki/Second-generation_programming_language or http://en.wikipedia.org/wiki/Third-generation_programming_language or http://en.wikipedia.org/wiki/Fourth-generation_programming_language or http://en.wikipedia.org/wiki/Fifth-generation_programming_language ( Or any other sites/books to discuss the fine technical distinctions between those groupings of computer programming languages that you prefer to site.) In fact most of these discussions, in the past, have even failed to try to describe the type or language that ARS is. (Ref: http://en.wikipedia.org/wiki/Computer_language) For example... Can we try to establish if ARS is compiled, interpreted, or maybe does it use a byte code model? Is ARS a Visual programming language? (Ref: http://en.wikipedia.org/wiki/Visual_programming_language) Is ARS best described as a Domain-specific language? ( If so what domain?) ( Ref: http://en.wikipedia.org/wiki/Domain-Specific_Modeling A very interesting read ... and comparison IMO.) However, at the end of the analysis... these are just categorizations of the language and likely do not really identify the true strengths or weaknesses of the language itself. I will actually suggest that as the languages become more and more abstract, the strengths will have less to do with the language and more to do with the programmer's knowledge of the problem. ( Which is, again IMO, the fundamental problem with fifth generation languages, that will take the longest to solve.) And I think this trait is what makes ARS a challenging tool for programmer and business person a like. While I think an open and genuine discussion of pros and cons are good for a community to have (many times over), the point is to formulate how those suggested changes will benefit BMC. After all, they use the platform to make money. So whatever they are going to change needs to show ROI to them and not necessarily the customer. Hopefully the customer will benefit in some way, but it
Re: Call for Presentation - Last day July 25th
I would love to see at least one session devoted to how developers can leverage the new Eclipse tool to enhance the use of AR System. We've been given a tease, but most of us need the box expanded some. And another to get an idea of how we might enhance the tool itself. I don't mean a how to write a Java Plug-in class, but something that tells Java developers what the boundaries are, so that they know what they can write without breaking anything in AR System. I would love another one on how the new and improved installation wrappers and scripts actually work, so that we can feel more comfortable trusting them. I thought the session at last RUG that told us the best practices around hardware sizing and threading and use of Next ID Blocking was great - make sure that guy's there again! Of course, lots of stuff on whatever else is coming out new on 7.5, which won't be released by then, but will be far enough along in Beta to be able to discuss intelligently. And I know one custom application site that wants to present something interesting - I'll have them contact you directly, Kelly. Rick On Thu, Jul 24, 2008 at 5:24 AM, Kelly Deaver [EMAIL PROTECTED] wrote: ** Listers, For all the discussion in the past about things you'd like to see presented at user world, I'm shocked at how few of you have submitted a presentation you are willing to present. (yes, I'm on the inside now and helping to plan the topics) I have been watching the list and I haven't even seen anyone say gee I wish BMC would cover __. I might find someone internal to present your idea if it is a good one and nobody on the list steps up to present. We are really working hard to make this the best conference ever but we need your participation! To submit a topic you are willing to present - http://www.bmc.com/userworld/miami/agenda/call_for_presentations.html http://www.bmc.com/userworld/miami/agenda/call_for_presentations.html This is your chance to be famous! I for one am looking for a couple of good customer case studies about things you have done custom with AR System. Cool app? Great and creative integration? Something the listers would love to know? The other track owners are interest in ITSM, Best Practices, Virtualization, ITIL, etc. They would love to hear from you as well. As the saying goes.. You can't grip if you don't vote. In this case, you can't grip if we have to read your mind about what you want. (yes we know you want to hear about 7.5) - Kelly Deaver [EMAIL PROTECTED][EMAIL PROTECTED] (Yes, I work for BMC. This post reflects the opinions of the poster and not the offical opinion of BMC) __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
Fax to Attachment
ARSlisters, I was asked this question and drew a blank: We are starting a custom ARS application implementation to replace a current proprietary system. The current system has a faxing functionality we need to be able to duplicate. Unfortunately, we cannot access the current coding because it is proprietary code. The functionality we need to duplicate is: After a requester has created a ARS record, they need to be able to fax a paper copy of a document and have it attached to the ARS record automatically. Today they print a cover sheet that has several barcodes on it, including the request number for the ARS record. They then fax the cover sheet and the document to a fax number and the 'system' reads the faxed barcodes on the cover sheet and attaches the document to the appropriate service request. Our problem is that we have no idea how to build the same capability into a custom ARS application. Does anyone have any ideas? Thanks, Joel *** Joel Sender, Director of Western Operations QMX Support Services, Inc. www.QMXS.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Fax to Attachment
Joel, there are numerous internet-based fax services - could calling one of those from Remedy workflow be a viable solution for you? I would imagine that one or more of them has a command line and/or web service interface. Rick On Thu, Jul 24, 2008 at 8:40 AM, Joel Sender [EMAIL PROTECTED] wrote: ARSlisters, I was asked this question and drew a blank: We are starting a custom ARS application implementation to replace a current proprietary system. The current system has a faxing functionality we need to be able to duplicate. Unfortunately, we cannot access the current coding because it is proprietary code. The functionality we need to duplicate is: After a requester has created a ARS record, they need to be able to fax a paper copy of a document and have it attached to the ARS record automatically. Today they print a cover sheet that has several barcodes on it, including the request number for the ARS record. They then fax the cover sheet and the document to a fax number and the 'system' reads the faxed barcodes on the cover sheet and attaches the document to the appropriate service request. Our problem is that we have no idea how to build the same capability into a custom ARS application. Does anyone have any ideas? Thanks, Joel *** Joel Sender, Director of Western Operations QMX Support Services, Inc. www.QMXS.com ___ 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
Change Multiple Fields
I need to mark several fields on a form as Read Only. I thought I remembered there being a way to do this all at once instead of having to select and change each field individually, but I can't remember how that works. Anyone know the answer to this off the top of their heads? Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 205-226-1805 Cell: 205-288-9140 SoLinc: 10*19140 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Fax to Attachment
Are you sure it is Remedy that parses the cover sheet today? I would think it is the Fax receive software that is doing that and then calling an API program to attach the fax. Are you replacing the fax receive software? From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, July 24, 2008 10:54 AM To: arslist@ARSLIST.ORG Subject: Re: Fax to Attachment Joel, there are numerous internet-based fax services - could calling one of those from Remedy workflow be a viable solution for you? I would imagine that one or more of them has a command line and/or web service interface. Rick On Thu, Jul 24, 2008 at 8:40 AM, Joel Sender [EMAIL PROTECTED] wrote: ARSlisters, I was asked this question and drew a blank: We are starting a custom ARS application implementation to replace a current proprietary system. The current system has a faxing functionality we need to be able to duplicate. Unfortunately, we cannot access the current coding because it is proprietary code. The functionality we need to duplicate is: After a requester has created a ARS record, they need to be able to fax a paper copy of a document and have it attached to the ARS record automatically. Today they print a cover sheet that has several barcodes on it, including the request number for the ARS record. They then fax the cover sheet and the document to a fax number and the 'system' reads the faxed barcodes on the cover sheet and attaches the document to the appropriate service request. Our problem is that we have no idea how to build the same capability into a custom ARS application. Does anyone have any ideas? Thanks, Joel *** Joel Sender, Director of Western Operations QMX Support Services, Inc. www.QMXS.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Change Multiple Fields
Andy, there are some tools for multiple field property changes, but that's mainly dealing with positioning and labels - not other field properties. Rick On Thu, Jul 24, 2008 at 9:09 AM, Mayfield, Andy L. [EMAIL PROTECTED] wrote: I need to mark several fields on a form as Read Only. I thought I remembered there being a way to do this all at once instead of having to select and change each field individually, but I can't remember how that works. Anyone know the answer to this off the top of their heads? Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 205-226-1805 Cell: 205-288-9140 SoLinc: 10*19140 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: QUESTION: SYS:Notification Messages - ITSM 7
What is the SQL error you were getting under this condition? I'm not 100% sure, but I think that support group id(s) that you use in the User Name field of the Notify filter, are expanded at runtime, to the actual group name. If that is the case, and depending on the combined length of the group names, you may be exceeding the 255 characters defined for the User Name field on the Notify Action. HTH Leonard -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Wednesday, July 23, 2008 9:47 AM To: arslist@ARSLIST.ORG Subject: Re: QUESTION: SYS:Notification Messages - ITSM 7 OK - i'm a little closer now - I added one group ID to z1D NT Support Group ID and it works. However, I need to add 5 more, and it does not like that - when I try to submit an incident it gives me a SQL error. On 7/23/08, T. Dee [EMAIL PROTECTED] wrote: If I set z1D NT Support Group ID with SGP0090 - the notification does not go out. If I don't set it my notification goes out. On 7/23/08, T. Dee [EMAIL PROTECTED] wrote: Thanks for your email Lisa. I have tried setting z1D NT Support Group ID, but this does not seem to work. I looked up one of the groups that I want to notify - SGP0090 - I tried to set this field to z1D NT Support Group ID, but didn't work. My notification is working - I just need to get to notify the right people. I want it to notify everyone in the group SGP0090. On 7/23/08, Lisa Westerfield [EMAIL PROTECTED] wrote: I had tried using the $Group ID$ field, the $Group Name$ field, but since there's not really an email or contact# associated with a support group it doesn't have anything to notify. How do you identify that those are the six groups you want to notify? Do you want to tell everyone in that group, or is there an additional set of criteria to identify that subset of people? I'm interested in determining this functionality as well because it is definitely a gap in functionality OOTB that clients are missing. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Wednesday, July 23, 2008 8:49 AM To: arslist@ARSLIST.ORG Subject: QUESTION: SYS:Notification Messages - ITSM 7 Has anyone done a custom notification in SYS:Notificaiton Messages and have the Notification go to particular support groups? I have no issues with creating a custom notification - which does go out - the only issue is i'm not sure how to tell Remedy that it needs to go 6 different groups. Suggestions / ideas? THANK YOU! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Buy vs. Build
Why buy AR Server for 25k when you can get a Visual Studio Express edition, and SQL Server Express and make better apps? For Free or at least not for 25k? Who uses Access anymore nowadays? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Wednesday, July 23, 2008 8:06 PM To: arslist@ARSLIST.ORG Subject: Re: Buy vs. Build That initially means laying off and then eventually hiring people. This has some implications in terms of active development in the product lines and other things. Also, Microsoft has deep pockets. http://www.gengaming.com/forums/index.php?showtopic=608mode=threaded Can BMC weather the storm? Is bankruptcy an option? Seems like Microsoft got into some hot water over its licensing practices. Is this a healthy image or a good place to be in? http://www.aaxnet.com/topics/slicense.html Seems like there were problems as well: http://news.cnet.com/Vista-views-Microsofts-license-changes/2009-1016_3-6126885.html Not advocating anything, just running the cards of the unspoken sides. Much of everything is in a trap, to varying degrees, just trying to drop all premonitions and have an open view of all sides. Axton Grams On Wed, Jul 23, 2008 at 4:49 PM, Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] wrote: Yes, of course. I already have considered existing forces. Think about it: BMC experiences a drop in revenue from support and a drop in revenue in licensing initially. It then rebounds by VOLUME sales of the ARS as a RAD toolset. Think about it: MICROSOFT DOES IT! Buy a copy of Visual Studio and it comes with a license key in the manual. You can't install the software without the license key. Bingo! Licensing problem (mostly) solved. Ever watch Gordon Ramsay's Kitchen Nightmares? Last night's episode is a perfect example. Gordon shows up to a restaurant that does *some* business but is, by no means, a booming business. Gordon tells the owner, You need to completely revamp your menu. The owner resists. No, he says, I don't want to lose my EXISTING customer base by changing. Gordon says, Well then you'll never be successful. The moral of the story? Oftentimes you have to jettison an existing mildly profitable (but declining) business model and swallow some losses in order to go on to big time success. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Wednesday, July 23, 2008 3:32 PM To: arslist@ARSLIST.ORG Subject: Re: Buy vs. Build Simple answer is affordable for the customer does not necessarily mean profitable for the proprietor. I'm not saying it can't be profitable, but there is a lot to account for in developing and proposing a business model that is so drastically different than what BMC has provided in the past. If such a model were developed, the revenue provided by the new model would have to exceed that of the current model. Introduction of a new business model would impact the existing pricing model, so that has to be taken into account in determining the overall viability of a different business model. Support services entail things that BMC can not avoid being a part of: - product maintenance - product licensing With the proposed model you have above, I could probably drop tens of thousands of dollars of my current annual support costs. More work, reduced revenue... The counter to the above statement is that the product is no longer a viable option for it's customers and sales plummet. This will force an adjustment to the pricing model that makes the product marketable. You have to consider the existing forces that are already in play. Axton Grams On Wed, Jul 23, 2008 at 3:00 PM, Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] wrote: Yes, of course Remedy is called a Help Desk application BUT THAT'S WRONG! That's part of my point. It's NOT just a Help Desk application. It's an application development platform that just *happens* to commonly run Help Desk apps because that's the niche it fell into. My point is, to survive, it needs to break that paradigm. And the best way is to get people writing apps that are not just Help Desk. Need to track monthly sales? Use Remedy. Need a visitor sign-in log? Use Remedy. Need a company web page? Use Remedy. Need an equipment checkout form? Use Remedy. Need to track pending orders? Use Remedy. Need a company-wide list of handy telephone numbers? Use Remedy. Need to track employee training? Use Remedy. That's the way the marketing should be, in my opinion, but the problem is, the expensive licensing makes all of that impractical. Why make your visitor sign-in log in Remedy and burn up costly user licenses when you can make a similar app (certainly not as good) in Access? Now please don't bombard me with messages saying something like, Well, the reason you'd use
Re: Assignment Engine
Brian, I can't speak to the version compatibility as I've not had this combo in my environment, but I can tell you that the assignment engine will only assign to people that are marked as Available for Assignment within their support group. You can actually toggle your support staff back and forth between available and unavailable for assignment within each support group that they are a member of. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Thursday, July 24, 2008 8:57 AM To: arslist@ARSLIST.ORG Subject: Assignment Engine ** Can anyone tell me how well this product works. We are on ARS 7.1 and Help Desk 5.6. Will it work on that combo? Also if I use a Round Robin rule to assign tickets within a Group how do you let the system know that a technician is not available? There does not seem to be much in the way of documentation for this product. Brian Sokol Manager, Desktop Services Scholastic Inc. 557 Broadway NY, NY 10012 (212) 343-6494 http://www.Scholastic.com http://www.Scholastic.com __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: Buy vs. Build
Because you can develop a quality remedy app in less than half the time. If you look at the course of a few years, you save a lot more than 25k in payroll alone. 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 Riley, Russel Sent: Thursday, July 24, 2008 11:58 AM To: arslist@ARSLIST.ORG Subject: Re: Buy vs. Build Why buy AR Server for 25k when you can get a Visual Studio Express edition, and SQL Server Express and make better apps? For Free or at least not for 25k? Who uses Access anymore nowadays? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Wednesday, July 23, 2008 8:06 PM To: arslist@ARSLIST.ORG Subject: Re: Buy vs. Build That initially means laying off and then eventually hiring people. This has some implications in terms of active development in the product lines and other things. Also, Microsoft has deep pockets. http://www.gengaming.com/forums/index.php?showtopic=608mode=threaded Can BMC weather the storm? Is bankruptcy an option? Seems like Microsoft got into some hot water over its licensing practices. Is this a healthy image or a good place to be in? http://www.aaxnet.com/topics/slicense.html Seems like there were problems as well: http://news.cnet.com/Vista-views-Microsofts-license-changes/2009-1016_3-6126885.html Not advocating anything, just running the cards of the unspoken sides. Much of everything is in a trap, to varying degrees, just trying to drop all premonitions and have an open view of all sides. Axton Grams On Wed, Jul 23, 2008 at 4:49 PM, Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] wrote: Yes, of course. I already have considered existing forces. Think about it: BMC experiences a drop in revenue from support and a drop in revenue in licensing initially. It then rebounds by VOLUME sales of the ARS as a RAD toolset. Think about it: MICROSOFT DOES IT! Buy a copy of Visual Studio and it comes with a license key in the manual. You can't install the software without the license key. Bingo! Licensing problem (mostly) solved. Ever watch Gordon Ramsay's Kitchen Nightmares? Last night's episode is a perfect example. Gordon shows up to a restaurant that does *some* business but is, by no means, a booming business. Gordon tells the owner, You need to completely revamp your menu. The owner resists. No, he says, I don't want to lose my EXISTING customer base by changing. Gordon says, Well then you'll never be successful. The moral of the story? Oftentimes you have to jettison an existing mildly profitable (but declining) business model and swallow some losses in order to go on to big time success. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Wednesday, July 23, 2008 3:32 PM To: arslist@ARSLIST.ORG Subject: Re: Buy vs. Build Simple answer is affordable for the customer does not necessarily mean profitable for the proprietor. I'm not saying it can't be profitable, but there is a lot to account for in developing and proposing a business model that is so drastically different than what BMC has provided in the past. If such a model were developed, the revenue provided by the new model would have to exceed that of the current model. Introduction of a new business model would impact the existing pricing model, so that has to be taken into account in determining the overall viability of a different business model. Support services entail things that BMC can not avoid being a part of: - product maintenance - product licensing With the proposed model you have above, I could probably drop tens of thousands of dollars of my current annual support costs. More work, reduced revenue... The counter to the above statement is that the product is no longer a viable option for it's customers and sales plummet. This will force an adjustment to the pricing model that makes the product marketable. You have to consider the existing forces that are already in play. Axton Grams On Wed, Jul 23, 2008 at 3:00 PM, Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] wrote: Yes, of course Remedy is called a Help Desk application BUT THAT'S WRONG! That's part of my point. It's NOT just a Help Desk application. It's an application development platform that just *happens* to commonly run Help Desk apps because that's the niche it fell into. My point is, to survive, it needs to break that paradigm. And the best way is to get people writing apps that are not just Help Desk. Need to track monthly sales? Use Remedy. Need a visitor sign-in log? Use Remedy.
Re: QUESTION: SYS:Notification Messages - ITSM 7
i'm pushing the group ids to 'z1d NT group ID' and it is set to 0 (zero) length - so it there is no limit. On Thu, Jul 24, 2008 at 12:43 PM, Leonard Neely - FOJ [EMAIL PROTECTED] wrote: What is the SQL error you were getting under this condition? I'm not 100% sure, but I think that support group id(s) that you use in the User Name field of the Notify filter, are expanded at runtime, to the actual group name. If that is the case, and depending on the combined length of the group names, you may be exceeding the 255 characters defined for the User Name field on the Notify Action. HTH Leonard -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Wednesday, July 23, 2008 9:47 AM To: arslist@ARSLIST.ORG Subject: Re: QUESTION: SYS:Notification Messages - ITSM 7 OK - i'm a little closer now - I added one group ID to z1D NT Support Group ID and it works. However, I need to add 5 more, and it does not like that - when I try to submit an incident it gives me a SQL error. On 7/23/08, T. Dee [EMAIL PROTECTED] wrote: If I set z1D NT Support Group ID with SGP0090 - the notification does not go out. If I don't set it my notification goes out. On 7/23/08, T. Dee [EMAIL PROTECTED] wrote: Thanks for your email Lisa. I have tried setting z1D NT Support Group ID, but this does not seem to work. I looked up one of the groups that I want to notify - SGP0090 - I tried to set this field to z1D NT Support Group ID, but didn't work. My notification is working - I just need to get to notify the right people. I want it to notify everyone in the group SGP0090. On 7/23/08, Lisa Westerfield [EMAIL PROTECTED] wrote: I had tried using the $Group ID$ field, the $Group Name$ field, but since there's not really an email or contact# associated with a support group it doesn't have anything to notify. How do you identify that those are the six groups you want to notify? Do you want to tell everyone in that group, or is there an additional set of criteria to identify that subset of people? I'm interested in determining this functionality as well because it is definitely a gap in functionality OOTB that clients are missing. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Wednesday, July 23, 2008 8:49 AM To: arslist@ARSLIST.ORG Subject: QUESTION: SYS:Notification Messages - ITSM 7 Has anyone done a custom notification in SYS:Notificaiton Messages and have the Notification go to particular support groups? I have no issues with creating a custom notification - which does go out - the only issue is i'm not sure how to tell Remedy that it needs to go 6 different groups. Suggestions / ideas? THANK YOU! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Assignment Engine
Thanks Lisa. Is there a way to flag someone as available when they log into Remedy. Can you select data ranges when they will be unavailable? Thanks, Brian From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lisa Westerfield Sent: Thursday, July 24, 2008 1:14 PM To: arslist@ARSLIST.ORG Subject: Re: Assignment Engine ** Brian, I can't speak to the version compatibility as I've not had this combo in my environment, but I can tell you that the assignment engine will only assign to people that are marked as Available for Assignment within their support group. You can actually toggle your support staff back and forth between available and unavailable for assignment within each support group that they are a member of. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Thursday, July 24, 2008 8:57 AM To: arslist@ARSLIST.ORG Subject: Assignment Engine ** Can anyone tell me how well this product works. We are on ARS 7.1 and Help Desk 5.6. Will it work on that combo? Also if I use a Round Robin rule to assign tickets within a Group how do you let the system know that a technician is not available? There does not seem to be much in the way of documentation for this product. Brian Sokol Manager, Desktop Services Scholastic Inc. 557 Broadway NY, NY 10012 (212) 343-6494 http://www.Scholastic.com http://www.Scholastic.com __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: Pros and Cons of ARS development - was Buy vs. Build
Having been a developer for years here are some of my experiences: 1. Remedy is great for rapid development. You can't develop an app any faster that will offer as much functionality as ars will offer in such a short amount of time. 2. Remedy allows you to make changes on the fly. (#1 feature in my book ... can't do that with custom apps). It is possible to have the system up very close to 24*7 even when making changes. Some changes do require the users to be locked out ... but usually it isn't very long. 3. Remedy/BMC has solved a lot of difficult problems already for you (Users in multiple time zones seeing their correct time, Business time calculations, SLAs, notifications, ITSM suite, integrations with auto discovery/alarm systems, migrations from one environment to another). 4. Debugging is going to be offered in version 7.5 if I understand right. 5. High Availability using Server Group. 6. Multiple API interfaces. 7. Per User custom table field settings is really a cool feature. 8. Data driven functionality in ITSM 7. Pretty cool. 9. AIE is awesome. Some issues I have run into with Remedy: 1. Custom apps will always run faster. Especially when doing mass updates. When doing a Modify All in remedy it updates one record at a time because it has to do the filter processing. Even on a Push field action. 2. Databases are difficult to report against and are confusing to a reporting person. This is mainly due to the ztmp fields and such that aren't necessary for the data but are necessary for workflow. -- Another caveat to this is I find (myself included) that the naming of fields gets kind of lazy w/ Remedy developers. 3. Data isn't normalized in Remedy development. I know it can be done ... but generating workflow to do it is rather difficult sometimes. Here's a good example ... I add a field to a Client form that stores Client Type. Rather than having a separate form that stores V for Vendor, C for Client etc, We as remedy developers store the entire word. This is so the type can show up in the Results List. We could use a filter that sets the field on Get Entry ... but then it doesn't show up in the results list. So now we have already built our form and discover that it needs to be a join form between Client Type and Client. This gets really difficult if you have 15 fields like that ( a join between 15 tables??? that would be about 16 remedy join forms you would have to create for one Client entity). 4. Graphics are next to impossible to do in Remedy unless you are a java/jsp/html developer. I can see my manager saying I see there is a calendar view in ITSM for change tasks ... can you make me a calendar view for tracking Hours worked just like that?. This couldn't be done using Remedy workflow. Maybe it could be done w/ some fancy java and or javascript ... While I am on this it would be difficult to have a Cad drawing of your datacenter, double click on a Rack and see all of the computers in the rack which interact with the cmdb. This can be done via data visualization modules ... but it isn't as easy as creating an active link or filter. 5. Distinct selects ... although the Tree view does solve this a little bit. 6. Active links do not have an On key press event. It doesn't have an On change flag event either. 7. Can't do transactional saves. For example I have an object like Client which has Customers and Sites that I added upon creation. Let's say I decided not to do create a Client. I can't do a Roll back of all of the sites/customers that I added to the client without some significant amount of workflow. Not saying it can't be done ... just saying it is a lot more difficult than just calling a Roll Back command. 8. Complex views have to be created at the db level and cannot be created via the Admin tool. This could solve issue # 6 and #3 if they build this into the tool. 9. Why the heck do they mix C and java at the server level for Remedy?? Why not program the whole thing in C or the whole thing in Java. Stop mixing the two -- I really hate that. It's like looking at a drawing using colored pencils and magic markers. It would be nice if the server was just written in Java. Then we would probably get better support. One code set instead of one code set per OS. 10. Poor email engine/notification performance. It would be nice if they would tightly integrate Alarm Point w/ Remedy. It integrates but with quite a bit of work. 11. Every form still must have an Assigned To field and a Summary field even though these fields aren't used half of the time. 12. Upgrading Remedy from one version to the next is a nightmare!! Especially for ITSM stuff. If you use the word Rollback the db after a failed itsm install ... managers get angry. ARS upgrades aren't that bad but can be. Support always require you to be on the latest release when it can takes 2 to 3
Re: Change Multiple Fields
** Hi Andy, We can't do "Display only" for multiple selection fields. Even we can do "Audit Option" for the multiple field selection. Hope this helps... Regards, Sandeep Vyom Labs Pvt. Ltd. An ISO 2 certified company. Consulting | Outsourcing | Training || BMC Remedy BSM | ITIL Web : www.vyomlabs.com Original Message Subject: Change Multiple FieldsFrom: "Mayfield, Andy L." [EMAIL PROTECTED]Date: Thu, July 24, 2008 9:09 amTo: arslist@ARSLIST.ORGI need to mark several fields on a form as "Read Only". I thought Iremembered there being a way to do this all at once instead of having toselect and change each field individually, but I can't remember how thatworks. Anyone know the answer to this off the top of their heads?Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 205-226-1805 Cell: 205-288-9140 SoLinc: 10*19140 ___UNSUBSCRIBE or access ARSlist Archives at www.arslist.orgPlatinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___
Re: QUESTION: SYS:Notification Messages - ITSM 7
Yes, but (assuming this is on Incident Management) there is a filter (HPD:INC:NotificationGenerator_899_PNPC`!), which pushes that value to the 'Support Group ID' field on NTE:SYS-NT Process Control which has a field length of 15. Leonard -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Thursday, July 24, 2008 10:50 AM To: arslist@ARSLIST.ORG Subject: Re: QUESTION: SYS:Notification Messages - ITSM 7 i'm pushing the group ids to 'z1d NT group ID' and it is set to 0 (zero) length - so it there is no limit. On Thu, Jul 24, 2008 at 12:43 PM, Leonard Neely - FOJ [EMAIL PROTECTED] wrote: What is the SQL error you were getting under this condition? I'm not 100% sure, but I think that support group id(s) that you use in the User Name field of the Notify filter, are expanded at runtime, to the actual group name. If that is the case, and depending on the combined length of the group names, you may be exceeding the 255 characters defined for the User Name field on the Notify Action. HTH Leonard -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Wednesday, July 23, 2008 9:47 AM To: arslist@ARSLIST.ORG Subject: Re: QUESTION: SYS:Notification Messages - ITSM 7 OK - i'm a little closer now - I added one group ID to z1D NT Support Group ID and it works. However, I need to add 5 more, and it does not like that - when I try to submit an incident it gives me a SQL error. On 7/23/08, T. Dee [EMAIL PROTECTED] wrote: If I set z1D NT Support Group ID with SGP0090 - the notification does not go out. If I don't set it my notification goes out. On 7/23/08, T. Dee [EMAIL PROTECTED] wrote: Thanks for your email Lisa. I have tried setting z1D NT Support Group ID, but this does not seem to work. I looked up one of the groups that I want to notify - SGP0090 - I tried to set this field to z1D NT Support Group ID, but didn't work. My notification is working - I just need to get to notify the right people. I want it to notify everyone in the group SGP0090. On 7/23/08, Lisa Westerfield [EMAIL PROTECTED] wrote: I had tried using the $Group ID$ field, the $Group Name$ field, but since there's not really an email or contact# associated with a support group it doesn't have anything to notify. How do you identify that those are the six groups you want to notify? Do you want to tell everyone in that group, or is there an additional set of criteria to identify that subset of people? I'm interested in determining this functionality as well because it is definitely a gap in functionality OOTB that clients are missing. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Wednesday, July 23, 2008 8:49 AM To: arslist@ARSLIST.ORG Subject: QUESTION: SYS:Notification Messages - ITSM 7 Has anyone done a custom notification in SYS:Notificaiton Messages and have the Notification go to particular support groups? I have no issues with creating a custom notification - which does go out - the only issue is i'm not sure how to tell Remedy that it needs to go 6 different groups. Suggestions / ideas? THANK YOU! ___ 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 Answers Are
Re: Pros and Cons of ARS development - was Buy vs. Build
Sean, thanks for the exhaustive list. It was interesting to read things you have related to ITSM. I've never used ITSM, so I've not seen many of the annoyances you have. My main problems that I have with other development platforms are as follows: 1. They're not Remedy. 2. They're not Remedy. :) 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 Garrison, Sean (Norcross) Sent: Thursday, July 24, 2008 1:11 PM To: arslist@ARSLIST.ORG Subject: Re: Pros and Cons of ARS development - was Buy vs. Build Having been a developer for years here are some of my experiences: 1. Remedy is great for rapid development. You can't develop an app any faster that will offer as much functionality as ars will offer in such a short amount of time. 2. Remedy allows you to make changes on the fly. (#1 feature in my book ... can't do that with custom apps). It is possible to have the system up very close to 24*7 even when making changes. Some changes do require the users to be locked out ... but usually it isn't very long. 3. Remedy/BMC has solved a lot of difficult problems already for you (Users in multiple time zones seeing their correct time, Business time calculations, SLAs, notifications, ITSM suite, integrations with auto discovery/alarm systems, migrations from one environment to another). 4. Debugging is going to be offered in version 7.5 if I understand right. 5. High Availability using Server Group. 6. Multiple API interfaces. 7. Per User custom table field settings is really a cool feature. 8. Data driven functionality in ITSM 7. Pretty cool. 9. AIE is awesome. Some issues I have run into with Remedy: 1. Custom apps will always run faster. Especially when doing mass updates. When doing a Modify All in remedy it updates one record at a time because it has to do the filter processing. Even on a Push field action. 2. Databases are difficult to report against and are confusing to a reporting person. This is mainly due to the ztmp fields and such that aren't necessary for the data but are necessary for workflow. -- Another caveat to this is I find (myself included) that the naming of fields gets kind of lazy w/ Remedy developers. 3. Data isn't normalized in Remedy development. I know it can be done ... but generating workflow to do it is rather difficult sometimes. Here's a good example ... I add a field to a Client form that stores Client Type. Rather than having a separate form that stores V for Vendor, C for Client etc, We as remedy developers store the entire word. This is so the type can show up in the Results List. We could use a filter that sets the field on Get Entry ... but then it doesn't show up in the results list. So now we have already built our form and discover that it needs to be a join form between Client Type and Client. This gets really difficult if you have 15 fields like that ( a join between 15 tables??? that would be about 16 remedy join forms you would have to create for one Client entity). 4. Graphics are next to impossible to do in Remedy unless you are a java/jsp/html developer. I can see my manager saying I see there is a calendar view in ITSM for change tasks ... can you make me a calendar view for tracking Hours worked just like that?. This couldn't be done using Remedy workflow. Maybe it could be done w/ some fancy java and or javascript ... While I am on this it would be difficult to have a Cad drawing of your datacenter, double click on a Rack and see all of the computers in the rack which interact with the cmdb. This can be done via data visualization modules ... but it isn't as easy as creating an active link or filter. 5. Distinct selects ... although the Tree view does solve this a little bit. 6. Active links do not have an On key press event. It doesn't have an On change flag event either. 7. Can't do transactional saves. For example I have an object like Client which has Customers and Sites that I added upon creation. Let's say I decided not to do create a Client. I can't do a Roll back of all of the sites/customers that I added to the client without some significant amount of workflow. Not saying it can't be done ... just saying it is a lot more difficult than just calling a Roll Back command. 8. Complex views have to be created at the db level and cannot be created via the Admin tool. This could solve issue # 6 and #3 if they build this into the tool. 9. Why the heck do they mix C and java at the server level for Remedy?? Why not program the whole thing in C or the whole thing in Java. Stop mixing the two -- I really hate that. It's like looking
Re: Fax to Attachment
Hello Joel I worked on a system that did something similar a long time ago, and I cannot remember all the details, but what I remember is this Incoming fax came in as a text file which was passed to a bar code reading program, which read the bar code and translated it into straight text, this program wrote it to a text file and put it in a specific directory. The ARS system ran an escalation periodically to sweep this directory, if it found a file, it read the file and created a ticket in the system. I think arimport was used to read the file and create a ticket. I will see if I can find any old notes on it. thanks shafqat --- On Thu, 7/24/08, Rick Cook [EMAIL PROTECTED] wrote: From: Rick Cook [EMAIL PROTECTED] Subject: Re: Fax to Attachment To: arslist@ARSLIST.ORG Date: Thursday, July 24, 2008, 4:53 PM ** Joel, there are numerous internet-based fax services - could calling one of those from Remedy workflow be a viable solution for you? I would imagine that one or more of them has a command line and/or web service interface. Rick On Thu, Jul 24, 2008 at 8:40 AM, Joel Sender [EMAIL PROTECTED] wrote: ARSlisters, I was asked this question and drew a blank: We are starting a custom ARS application implementation to replace a current proprietary system. The current system has a faxing functionality we need to be able to duplicate. Unfortunately, we cannot access the current coding because it is proprietary code. The functionality we need to duplicate is: After a requester has created a ARS record, they need to be able to fax a paper copy of a document and have it attached to the ARS record automatically. Today they print a cover sheet that has several barcodes on it, including the request number for the ARS record. They then fax the cover sheet and the document to a fax number and the 'system' reads the faxed barcodes on the cover sheet and attaches the document to the appropriate service request. Our problem is that we have no idea how to build the same capability into a custom ARS application. Does anyone have any ideas? Thanks, Joel *** Joel Sender, Director of Western Operations QMX Support Services, Inc. www.QMXS.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Change Multiple Fields
Andy, I usually accomplish this be simply creating an Active Link that fires on Window Load, Display, Etc., and an execution order that pretty fires after everything else on the form. The Action would be a Change Fields, setting the desired fields to Read-Only. That way: 1. I don't have to make any changes on the form itself. 2. I can control what users/groups this change applies to (if needed). 3. I can alter that list fairly easily. HTH Leonard -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L. Sent: Thursday, July 24, 2008 9:09 AM To: arslist@ARSLIST.ORG Subject: Change Multiple Fields I need to mark several fields on a form as Read Only. I thought I remembered there being a way to do this all at once instead of having to select and change each field individually, but I can't remember how that works. Anyone know the answer to this off the top of their heads? Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 205-226-1805 Cell: 205-288-9140 SoLinc: 10*19140 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Assignment Engine
There's not a way to schedule a person as un/available ahead of time, unfortunately. The only thing that you can schedule ahead of time for a support group or support staff are business hours (support group) and on-call hours (support staff), but this isn't connected to the assignment engine at all. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Thursday, July 24, 2008 1:05 PM To: arslist@ARSLIST.ORG Subject: Re: Assignment Engine ** Thanks Lisa. Is there a way to flag someone as available when they log into Remedy. Can you select data ranges when they will be unavailable? Thanks, Brian From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lisa Westerfield Sent: Thursday, July 24, 2008 1:14 PM To: arslist@ARSLIST.ORG Subject: Re: Assignment Engine ** Brian, I can't speak to the version compatibility as I've not had this combo in my environment, but I can tell you that the assignment engine will only assign to people that are marked as Available for Assignment within their support group. You can actually toggle your support staff back and forth between available and unavailable for assignment within each support group that they are a member of. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Thursday, July 24, 2008 8:57 AM To: arslist@ARSLIST.ORG Subject: Assignment Engine ** Can anyone tell me how well this product works. We are on ARS 7.1 and Help Desk 5.6. Will it work on that combo? Also if I use a Round Robin rule to assign tickets within a Group how do you let the system know that a technician is not available? There does not seem to be much in the way of documentation for this product. Brian Sokol Manager, Desktop Services Scholastic Inc. 557 Broadway NY, NY 10012 (212) 343-6494 http://www.Scholastic.com http://www.Scholastic.com __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
Re: Assignment Engine
That stinks. Ok last question. I am assuming to make someone unavailable you change a status or something like that? If so will that person remain unavailable till you go back and mark them available? Brian From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lisa Westerfield Sent: Thursday, July 24, 2008 3:17 PM To: arslist@ARSLIST.ORG Subject: Re: Assignment Engine ** There's not a way to schedule a person as un/available ahead of time, unfortunately. The only thing that you can schedule ahead of time for a support group or support staff are business hours (support group) and on-call hours (support staff), but this isn't connected to the assignment engine at all. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Thursday, July 24, 2008 1:05 PM To: arslist@ARSLIST.ORG Subject: Re: Assignment Engine ** Thanks Lisa. Is there a way to flag someone as available when they log into Remedy. Can you select data ranges when they will be unavailable? Thanks, Brian From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lisa Westerfield Sent: Thursday, July 24, 2008 1:14 PM To: arslist@ARSLIST.ORG Subject: Re: Assignment Engine ** Brian, I can't speak to the version compatibility as I've not had this combo in my environment, but I can tell you that the assignment engine will only assign to people that are marked as Available for Assignment within their support group. You can actually toggle your support staff back and forth between available and unavailable for assignment within each support group that they are a member of. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Thursday, July 24, 2008 8:57 AM To: arslist@ARSLIST.ORG Subject: Assignment Engine ** Can anyone tell me how well this product works. We are on ARS 7.1 and Help Desk 5.6. Will it work on that combo? Also if I use a Round Robin rule to assign tickets within a Group how do you let the system know that a technician is not available? There does not seem to be much in the way of documentation for this product. Brian Sokol Manager, Desktop Services Scholastic Inc. 557 Broadway NY, NY 10012 (212) 343-6494 http://www.Scholastic.com http://www.Scholastic.com __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___ __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: Help with a UNIX script to STOP the AREmail daemon
On my AREmail problem (silent death of service) the answer of the day from BMC Support is to upgrade the client on the server from Outlook 2003 Sp2 to Outlook 2007. Has anyone tested using Outlook 2007 as the client instead of Outlook 2003 Sp2 as specified/discussed in the ARS 7.1 Release Notes? I know I can use the 2007 client against my Exchange 2000 server - that's how I am writing this, but since it carries so much new installed baggage I am reluctant to put it on a server. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Tuesday, July 22, 2008 2:49 PM To: arslist@ARSLIST.ORG Subject: Re: Help with a UNIX script to STOP the AREmail daemon I'm hoping to avoid having to do the same thing (Windows env) here, that is, build a custom aremail watchdog to kick-start the service when email starts stacking up. Our AREMail 7.1.00.002 engine has been dying silently and randomly for over a month now, sometimes after a java error in the stderr.log and sometimes with no error at all. It has taken a month to get support to escalate it, so they are dragging this out as long as possible. It often dies in the middle of sending out a set of standard group assignment or ownership notifications, leaving the flag on the last message sent at Yes so that when we restart it goes out again. When it hangs, the service does not shut down properly since the Windows service wrapper still thinks it is running but it is not - you get an error about response time. Maybe it is due in part to the number of messages lying around in the email form - I haven't had time to invent the missing data maintenance on that form (or any others in the ITSM 7 hidden data time bomb), so it is approaching 50K of entries already. The occasional java error we see is a new one on me: java.rmi.ConnectIOException: error during JRMP connection establishment; nested exception is: java.net.SocketException: Connection reset at sun.rmi.transport.tcp.TCPChannel.createConnection(Unknown Source) at sun.rmi.transport.tcp.TCPChannel.newConnection(Unknown Source) at sun.rmi.server.UnicastRef.newCall(Unknown Source) at sun.rmi.registry.RegistryImpl_Stub.rebind(Unknown Source) at java.rmi.Naming.rebind(Unknown Source) at com.bmc.arsys.emaildaemon.EmailDaemon.newInstance(EmailDaemon.java:180) at com.bmc.arsys.emaildaemon.EmailDaemon.startMonitor(EmailDaemon.java:864) at com.bmc.arsys.emaildaemon.EmailDaemon.executeComandLine(EmailDaemon.java :592) at com.bmc.arsys.emaildaemon.EmailDaemon.main(EmailDaemon.java:313) Caused by: java.net.SocketException: Connection reset at java.net.SocketInputStream.read(Unknown Source) at java.io.BufferedInputStream.fill(Unknown Source) at java.io.BufferedInputStream.read(Unknown Source) at java.io.DataInputStream.readByte(Unknown Source) ... 9 more Has anyone observed more stable behavior from AREmail 7.1.00.003? I haven't been in the office enough this month to get any of the new patches up and running in a test/dev environment. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Tuesday, July 22, 2008 6:43 AM To: arslist@ARSLIST.ORG Subject: Re: Help with a UNIX script to STOP the AREmail daemon George, On the Unix's the script emaild.sh should get the job done to start or stop the email engine. ( Email-Engine-710.pdf pg 41 has details) A single run process should get the job done. email_engine_install_dir/emaild.sh stop ;email_engine_install_dir/emaild.sh start ; You can likely find email_engine_install_dir with this: grep emaild /etc/arsystem/ hostname /armonitor.conf As far as using an ARS application to do the stop/start... well... here is what I would suggest.. 1) Create a new form that you use data in the form to decide to run the Escalation and to hang filters off of so that you can have much more advanced logic for your Escalation processes. 2) Create a row in this new form that indicates that Escalations X should run by using a character field that you put the name of the escalation into and using a 'Status' = Run (or some other string that you like). 3) Create the Escalation to check this new form with a run if like this: 'ESC Name' = X AND 'Status' = Run Note: You may want to have a unique index on the 'ESC Name', or not, depending on your total needs. You could also add a date time field so that your Escalation could check every hour, and your date time field could be updated by other processing to
Re: OT: Available Developer in Chicago area needed - FILLED
One happy girl at this location !! Susan On Wed, Jun 4, 2008 at 3:18 PM, Susan Palmer [EMAIL PROTECTED] wrote: Hi Everyone, If you're an ARS developer located in the Chicago area and are available please let me know. We're currently on ARS v7.0.1P3 using Oracle 10g. Our old HD v5 application is now totally custom and will stay that way. It has a custom application circle surrounding/engulfing it. We have a customization request backlog of over 2400 hours and we are exploring the opportunity of having assistance in development. We have Abydos to help understand the application because after nearly 6 years of intensive customization (estimate 2000 customizations) it is involved and there are likely things that can be reworked for efficiency. I'm looking for help with the backlog. You need to have reasonable analytical skills to look into this system and figure out how to implement the request. Of course I'm here to guide but I need you to have the ability to delve in and figure out the best way to put the request into action. You should know the premise of good development rules in ARS. The 'keep it simple' method is the best solution if at all possible. If it can be done with 10 fields we don't need those extra 50 that are often added for no particular value. You'll notice I'm not listing a number of years of experience or a list of prerequisites. Two, five or ten years doesn't mean much if you cannot interpret what is needed, collaborate on how to reach that goal, and then execute and deliver results. If you can bring some experience to the table that will enhance our system it will be welcomed. Beyond the backlog, we also want to go web-enabled and any experience in that area would be a plus going beyond the initial requirements. Experience with the approval or assignments engines would also fall in that plus area. This is currently a full time temporary situation to help alleviate some of the backlog which of course grows faster than items can be completed. Please contact me with all other questions regarding your qualifications or the position. Feel free to send your resume for review *and* your hourly $$ goals. If you're only available part time let me know. Be prepared to discuss or demostrate features *you* have implemented. Partner firms also welcome to approach. Looking forward to hearing from you. Susan Palmer ShopperTrak 200 W Monroe St 11th Floor Chicago, IL 60606 312-529-5325 [EMAIL PROTECTED]-- SEND EMAIL HERE PLEASE ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Buy vs. Build
This is starting to sound like what we were talking about in 2001 and 2002, the end of Remedy as we know it. hbr On 7/24/08, Susan Palmer [EMAIL PROTECTED] wrote: ** Riley, Are you a Remedy developer? Susan On Thu, Jul 24, 2008 at 11:58 AM, Riley, Russel [EMAIL PROTECTED] wrote: Why buy AR Server for 25k when you can get a Visual Studio Express edition, and SQL Server Express and make better apps? For Free or at least not for 25k? Who uses Access anymore nowadays? -Original Message- From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] On Behalf Of Axton Sent: Wednesday, July 23, 2008 8:06 PM To: arslist@ARSLIST.ORG Subject: Re: Buy vs. Build That initially means laying off and then eventually hiring people. This has some implications in terms of active development in the product lines and other things. Also, Microsoft has deep pockets. http://www.gengaming.com/forums/index.php?showtopic=608mode=threaded Can BMC weather the storm? Is bankruptcy an option? Seems like Microsoft got into some hot water over its licensing practices. Is this a healthy image or a good place to be in? http://www.aaxnet.com/topics/slicense.html Seems like there were problems as well: http://news.cnet.com/Vista-views-Microsofts-license-changes/2009-1016_3-6126885.html Not advocating anything, just running the cards of the unspoken sides. Much of everything is in a trap, to varying degrees, just trying to drop all premonitions and have an open view of all sides. Axton Grams On Wed, Jul 23, 2008 at 4:49 PM, Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] wrote: Yes, of course. I already have considered existing forces. Think about it: BMC experiences a drop in revenue from support and a drop in revenue in licensing initially. It then rebounds by VOLUME sales of the ARS as a RAD toolset. Think about it: MICROSOFT DOES IT! Buy a copy of Visual Studio and it comes with a license key in the manual. You can't install the software without the license key. Bingo! Licensing problem (mostly) solved. Ever watch Gordon Ramsay's Kitchen Nightmares? Last night's episode is a perfect example. Gordon shows up to a restaurant that does *some* business but is, by no means, a booming business. Gordon tells the owner, You need to completely revamp your menu. The owner resists. No, he says, I don't want to lose my EXISTING customer base by changing. Gordon says, Well then you'll never be successful. The moral of the story? Oftentimes you have to jettison an existing mildly profitable (but declining) business model and swallow some losses in order to go on to big time success. -Original Message- From: Action Request System discussion list(ARSList) __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [EMAIL PROTECTED] LinkedIn Profile = http://www.linkedin.com/in/hbr4270 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Assignment Engine
There is actually just a button that you click to mark un/available, and yes they will stay un/available until you click the button again. Btw - I found this to be very useful for managers of a group in my last 2 implementations. This allows managers to view their groups tickets easily from consoles without the danger of being assigned an incident. Let me know if you have any other questions. - LisaD From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Thursday, July 24, 2008 2:36 PM To: arslist@ARSLIST.ORG Subject: Re: Assignment Engine ** That stinks. Ok last question. I am assuming to make someone unavailable you change a status or something like that? If so will that person remain unavailable till you go back and mark them available? Brian From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lisa Westerfield Sent: Thursday, July 24, 2008 3:17 PM To: arslist@ARSLIST.ORG Subject: Re: Assignment Engine ** There's not a way to schedule a person as un/available ahead of time, unfortunately. The only thing that you can schedule ahead of time for a support group or support staff are business hours (support group) and on-call hours (support staff), but this isn't connected to the assignment engine at all. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Thursday, July 24, 2008 1:05 PM To: arslist@ARSLIST.ORG Subject: Re: Assignment Engine ** Thanks Lisa. Is there a way to flag someone as available when they log into Remedy. Can you select data ranges when they will be unavailable? Thanks, Brian From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lisa Westerfield Sent: Thursday, July 24, 2008 1:14 PM To: arslist@ARSLIST.ORG Subject: Re: Assignment Engine ** Brian, I can't speak to the version compatibility as I've not had this combo in my environment, but I can tell you that the assignment engine will only assign to people that are marked as Available for Assignment within their support group. You can actually toggle your support staff back and forth between available and unavailable for assignment within each support group that they are a member of. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Thursday, July 24, 2008 8:57 AM To: arslist@ARSLIST.ORG Subject: Assignment Engine ** Can anyone tell me how well this product works. We are on ARS 7.1 and Help Desk 5.6. Will it work on that combo? Also if I use a Round Robin rule to assign tickets within a Group how do you let the system know that a technician is not available? There does not seem to be much in the way of documentation for this product. Brian Sokol Manager, Desktop Services Scholastic Inc. 557 Broadway NY, NY 10012 (212) 343-6494 http://www.Scholastic.com http://www.Scholastic.com __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___ __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
Re: CMDB class for circuits?
cool. thanks! On Mon, Jul 21, 2008 at 4:19 PM, Danaceau, Chris [EMAIL PROTECTED] wrote: ** Bob we used Connectivity Segment Here's a sample Product Categorization record. CI Type CatSchemaKey Product Categorization Tier 1 Product Categorization Tier 2 Product Categorization Tier 3 Connectivity Segment BMC_CONNECTIVITYSEGMENT Connectivity Circuit 56K This e-mail and its attachments are confidential and solely for the intended addressee(s). Do not share or use them without Fannie Mae's approval. If received in error, contact the sender and delete them. -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *ARS Bob *Sent:* Monday, July 21, 2008 2:04 PM *To:* arslist@ARSLIST.ORG *Subject:* CMDB class for circuits? ** Any suggestions for a solution for representing data circuits in CMDB that doesn't involve making whole new classes? __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
Question: Trigger a Modify ?
I have an escalation running that is setting field A with a value - this works. I also have a filter that fires on MODIFY if field A is NOT NULL. The problem is the filter is not firing when my escalation runs. Is there a way to force a modify after the escalation runs so my filter will run? THANKS!!! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Trigger a Modify ?
You may want to try 'TR.fieldname' != null -Original Message- From: T. Dee [EMAIL PROTECTED] Sent: Thursday, July 24, 2008 5:37 PM To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG Subject: Question: Trigger a Modify ? I have an escalation running that is setting field A with a value - this works. I also have a filter that fires on MODIFY if field A is NOT NULL. The problem is the filter is not firing when my escalation runs. Is there a way to force a modify after the escalation runs so my filter will run? THANKS!!! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are 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: Trigger a Modify ?
You could list an exclusion for the AR_ESCALATOR user from the Run If on your Filter. Rick On Thu, Jul 24, 2008 at 3:38 PM, T. Dee [EMAIL PROTECTED] wrote: I have an escalation running that is setting field A with a value - this works. I also have a filter that fires on MODIFY if field A is NOT NULL. The problem is the filter is not firing when my escalation runs. Is there a way to force a modify after the escalation runs so my filter will run? THANKS!!! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Trigger a Modify ?
I don't want to exclude AR_ESCALATOR - I want the Filter I have set to run on MODIFY be triggered when the escalation does a set field to field A. The TR.fieldname != $NULL$ does not seem to work either. Thanks for your help! On Thu, Jul 24, 2008 at 6:45 PM, Rick Cook [EMAIL PROTECTED] wrote: ** You could list an exclusion for the AR_ESCALATOR user from the Run If on your Filter. Rick On Thu, Jul 24, 2008 at 3:38 PM, T. Dee [EMAIL PROTECTED] wrote: I have an escalation running that is setting field A with a value - this works. I also have a filter that fires on MODIFY if field A is NOT NULL. The problem is the filter is not firing when my escalation runs. Is there a way to force a modify after the escalation runs so my filter will run? THANKS!!! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Trigger a Modify ?
Does your filter fire when you manually set the value in field A? Also, do you mind telling us what platform/version, Etc you are on? Thanks, Leonard -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Thursday, July 24, 2008 3:56 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Trigger a Modify ? I don't want to exclude AR_ESCALATOR - I want the Filter I have set to run on MODIFY be triggered when the escalation does a set field to field A. The TR.fieldname != $NULL$ does not seem to work either. Thanks for your help! On Thu, Jul 24, 2008 at 6:45 PM, Rick Cook [EMAIL PROTECTED] wrote: ** You could list an exclusion for the AR_ESCALATOR user from the Run If on your Filter. Rick On Thu, Jul 24, 2008 at 3:38 PM, T. Dee [EMAIL PROTECTED] wrote: I have an escalation running that is setting field A with a value - this works. I also have a filter that fires on MODIFY if field A is NOT NULL. The problem is the filter is not firing when my escalation runs. Is there a way to force a modify after the escalation runs so my filter will run? THANKS!!! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Trigger a Modify ?
Strange... I use this exact 'TR' workflow all the time with no problem. Have you tried logging it to see that it is indeed failing on the run if? Just an idea. -Original Message- From: T. Dee [EMAIL PROTECTED] Sent: Thursday, July 24, 2008 5:55 PM To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG Subject: Re: Question: Trigger a Modify ? I don't want to exclude AR_ESCALATOR - I want the Filter I have set to run on MODIFY be triggered when the escalation does a set field to field A. The TR.fieldname != $NULL$ does not seem to work either. Thanks for your help! On Thu, Jul 24, 2008 at 6:45 PM, Rick Cook [EMAIL PROTECTED] wrote: ** You could list an exclusion for the AR_ESCALATOR user from the Run If on your Filter. Rick On Thu, Jul 24, 2008 at 3:38 PM, T. Dee [EMAIL PROTECTED] wrote: I have an escalation running that is setting field A with a value - this works. I also have a filter that fires on MODIFY if field A is NOT NULL. The problem is the filter is not firing when my escalation runs. Is there a way to force a modify after the escalation runs so my filter will run? THANKS!!! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are 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: Possible Outer Join Bug ....Can anyone confirm or know if there is a fix?
An update, I've received the following stack traces during the reproduction of this or something similar. Two signal 11's. As a side note, one thing I think Remedy needs is the ability to define joins with multiple data sources. Take the join in this example, the base tables and the largest join are the only data sets I need. All of the other joins are just clutter. This feature should even be bundled with the ability to support unions, aggregate functions, column concatenation, and all of the other things that are possible on every db that Remedy runs on. Axton Grams Environment Information: SunOS 5.9 Generic_122300-25 sun4u sparc SUNW,Sun-Fire-V445 Oracle instant client 10.2.0.3-20070101 ARServer 7.0.1 patch 1 20070654 The eid's that cause the crash use this format: x|x|y|y|z|| x^x - inner y^y - inner x|x^y|y - inner x|x|y|y^z - outer x|x|y|y|z^null - outer Thu Jul 24 16:24:51 2008 390620 : AR System server terminated when a signal/exception was received by the server (ARNOTE 20) Thu Jul 24 16:24:51 2008 11 Timestamp: Thu Jul 24 2008 16:24:51.8924 Thread Id: 8 Version: 7.0.01 patch 001 20070654 Jan 11 2007 17:30:06 ServerName: yyy Database: SQL -- Oracle Hardware: sun4u OS: SunOS 5.9 RPC Id: 1079 RPC Call: 1 (GE) RPC Queue: 390620 Client: User xxx from Remedy User (protocol 12) at IP address z.z.z.z Form: zzz Logging On: User Stacks: /prod/sys/remedy/bin/arserverd:DumpStackTrace+0x88 /prod/sys/remedy/bin/arserverd:SignalTrapProc+0x160 /usr/lib/libthread.so.1:0x156c8 /usr/lib/libthread.so.1:0xf320 /usr/lib/libthread.so.1:0xf4d0 /usr/lib/libc.so.1:0x475b4 [ Signal 11 (SEGV)] /usr/lib/libc.so.1:0x47d88 /usr/lib/libc.so.1:0x46eb4 /usr/lib/libc.so.1:malloc+0x20 /prod/sys/remedy/bin/arserverd:ResizeArray+0x50 /prod/sys/remedy/bin/arserverd:StencilARFieldValueList+0x84 /prod/sys/remedy/bin/arserverd:argetentry_12_svc+0xf5c /prod/sys/remedy/bin/arserverd:HandleRPCs+0x134e0 /prod/sys/remedy/bin/arserverd:WorkerThread+0x5f4 /prod/sys/remedy/bin/arserverd:RestartableThreadMain+0x60 /prod/sys/remedy/bin/arserverd:UnixThreadStartRoutine+0xe8 /usr/lib/libthread.so.1:0x15370 Thu Jul 24 16:18:03 2008 390620 : AR System server terminated when a signal/exception was received by the server (ARNOTE 20) Thu Jul 24 16:18:03 2008 11 Timestamp: Thu Jul 24 2008 16:18:03.9875 Thread Id: 9 Version: 7.0.01 patch 001 20070654 Jan 11 2007 17:30:06 ServerName: xxx Database: SQL -- Oracle Hardware: sun4u OS: SunOS 5.9 RPC Id: 495 RPC Call: 1 (GE) RPC Queue: 390620 Client: User zzz from Remedy User (protocol 12) at IP address y.y.y.y Form: aaa Logging On: User Stacks: /prod/sys/remedy/bin/arserverd:DumpStackTrace+0x88 /prod/sys/remedy/bin/arserverd:SignalTrapProc+0x160 /usr/lib/libthread.so.1:0x156c8 /usr/lib/libthread.so.1:0xf320 /usr/lib/libthread.so.1:0xf4d0 /usr/lib/libc.so.1:0x47884 [ Signal 11 (SEGV)] /usr/lib/libc.so.1:0x47518 /usr/lib/libc.so.1:0x47d04 /usr/lib/libc.so.1:free+0x20 /prod/sys/remedy/bin/arserverd:FreeAREntryIdList+0x3c /prod/sys/remedy/bin/arserverd:FreeARSchemaContextStruct+0x20 /prod/sys/remedy/bin/arserverd:FreeARSchemaContextList+0x28 /prod/sys/remedy/bin/arserverd:argetentry_12_svc+0xf78 /prod/sys/remedy/bin/arserverd:HandleRPCs+0x134e0 /prod/sys/remedy/bin/arserverd:WorkerThread+0x5f4 /prod/sys/remedy/bin/arserverd:RestartableThreadMain+0x60 /prod/sys/remedy/bin/arserverd:UnixThreadStartRoutine+0xe8 /usr/lib/libthread.so.1:0x15370 On Mon, Jul 7, 2008 at 4:14 PM, Axton [EMAIL PROTECTED] wrote: IMHO, anything that causes arserverd to crash (segfault, etc.) is a defect. Axton Grams On Mon, Jul 7, 2008 at 2:54 PM, Garrison, Sean (Norcross) [EMAIL PROTECTED] wrote: ** I have designed a table that will be used to determine impact: Impact Table __ Id ProductID ClientID Data in this table looks like this: IDProductIDClientID 1 1 1 2 NULL 2 Product ID maps to the Instance ID in AST:BusinessService and ClientID maps to AST:Organization. We have scenerios where a Client can be impacted but no products are actually affected. In order to do this I have to use outer joins. AST:BusinessService is outer joined to Impact table. The resulting AST:BusinessServiceToImpactTable_Join form is then outer joined to AST:Organization. So the data for example would look like this: RequestID ProductNameProduct ID ClientName Client ID 1|1|1Product1 1 Client1 1 2|NULL|2NULL NULL Client2 2 **Note the NULL values are actual NULLs and not the word NULL. The two joins exist just to pull in the names. The problem I am encountering is this: If I select the 2|NULL|2 record the arserverd will do a hard crash. In my
