Report To File functionality fails

[Tournier, Pascal]

Hi,

 

We have recently migrated to Remedy ARS version 7.0.1 on HP UNIX and
wanted to go to the Web access interface via Mid-tier. My question
concern the Report functionality, when I try to report some selected
entry via the ReportSelection schema everything is fine if I use the
"Destination" = "Screen" but if I try to run the report on a File by
choosing "Destination" = "File" I get the ReportToFile windows and when
I try to execute the report I get the Report Error message : Failed to
perform Action

 

Does anyone know how I can get the result of the report into a file,
what are the parameters I have to set ?

 

Thanks

Regards

Pascal


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Can Client 5.1.2 be used while the ARS server has been upgraded to 7.1

[Shrestha, Manjari R.]

Hello,

 

I have upgraded ARS server from 5.1.2 to 7.1. Can we use client 5.1.2
with the upgraded server? I am planning to upgrade the client as well
but wanted to wait for few weeks just to be on the safe side. Please
advise.

 

 

Thanks!

 

Manjari R. Shrestha

 


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Re: Can Client 5.1.2 be used while the ARS server has been upgraded to 7.1

[Carey Matthew Black]

Manjari,

In general I have found that upgrading the client first is a
better strategy. The newer clients can _generally_ "down grade" their
behavior to be like the older client better than the older client can
talk to the newer servers. This is especially true if your talking
about security features. ( The newer clients know about the newer
stuff, and the older stuff. While the older clients are clueless about
the newer stuff.)

Not to mention that it is much easier to install a client and do the
testing over days/weeks than to upgrade the server.

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

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


On Mon, Jul 28, 2008 at 8:10 AM, Shrestha, Manjari R.
<[EMAIL PROTECTED]> wrote:
> **
> Hello,
>
> I have upgraded ARS server from 5.1.2 to 7.1. Can we use client 5.1.2 with
> the upgraded server? I am planning to upgrade the client as well but wanted
> to wait for few weeks just to be on the safe side. Please advise.
>
> Thanks!
>
> Manjari R. Shrestha

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Re: Buy vs. Build

[Pierson, Shawn]

I don't know if this is related to what we all have been complaining about, but 
BMC's stock price just took a dive last Friday.  They lost about 7% of their 
stock price in a single day.  I haven't investigated why, but it isn't a good 
thing.  If their sales are down, or if ITSM is getting bad press, they will 
have to make some major changes in direction.

-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=608&mode=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 mak

Re: Buy vs. Build

[Kelly Deaver]

**
Please do investigate. 
Sales were up but the one time cost of acquiring Bladelogic took a big hit on the quarter -
http://www.bmc.com/USA/News/attachments/BMC_Q1FY09_Earnings.pdf
 
http://www.marketintelligencecenter.com/articles/650370
 
Kelly Deaver
[EMAIL PROTECTED]
(Yes, I work for BMC. This post reflects the opinions of the poster and not the offical opinion of BMC)

 Original Message Subject: Re: Buy vs. BuildFrom: "Pierson, Shawn" SUG.COM>Date: Mon, July 28, 2008 7:49 amTo: arslist@ARSLIST.ORGI don't know if this is related to what we all have been complaining about, but BMC's stock price just took a dive last Friday. They lost about 7% of their stock price in a single day. I haven't investigated why, but it isn't a good thing. If their sales are down, or if ITSM is getting bad press, they will have to make some major changes in direction.-Original Message-From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of AxtonSent: Wednesday, July 23, 2008 8:06 PMTo: arslist@ARSLIST.ORGSubject: Re: Buy vs. BuildThat initially means laying off and then eventually hiring people.This has some implications in terms of active development in theproduct lines and other things. Also, Microsoft has deep pockets.http://www.gengaming.com/forums/index.php?showtopic=608&mode=threadedCan BMC weather the storm? Is bankruptcy an option?Seems like Microsoft got into some hot water over its licensingpractices. Is this a healthy image or a good place to be in?http://www.aaxnet.com/topics/slicense.htmlSeems like there were problems as well:http://news.cnet.com/Vista-views-Microsofts-license-changes/2009-1016_3-6126885.htmlNot advocating anything, just running the cards of the unspoken sides.Much of everything is in a trap, to varying degrees, just trying todrop all premonitions and have an open view of all sides.Axton GramsOn Wed, Jul 23, 2008 at 4:49 PM, Kaiser Norm E CIV USAF 96 CS/SCCE 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:arslist@ARSLIST.ORG] 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>  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 sa

Re: Can Client 5.1.2 be used while the ARS server has been upgraded to 7.1

[Pierson, Shawn]

Not to mention that even if it does appear to work, BMC support will not help 
you with issues if you encounter them with this configuration because it is not 
supported.  I agree with the client upgrade being done first in this case.

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Carey Matthew Black
Sent: Monday, July 28, 2008 7:21 AM
To: arslist@ARSLIST.ORG
Subject: Re: Can Client 5.1.2 be used while the ARS server has been upgraded to 
7.1

Manjari,

In general I have found that upgrading the client first is a
better strategy. The newer clients can _generally_ "down grade" their
behavior to be like the older client better than the older client can
talk to the newer servers. This is especially true if your talking
about security features. ( The newer clients know about the newer
stuff, and the older stuff. While the older clients are clueless about
the newer stuff.)

Not to mention that it is much easier to install a client and do the
testing over days/weeks than to upgrade the server.

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

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


On Mon, Jul 28, 2008 at 8:10 AM, Shrestha, Manjari R.
<[EMAIL PROTECTED]> wrote:
> **
> Hello,
>
> I have upgraded ARS server from 5.1.2 to 7.1. Can we use client 5.1.2 with
> the upgraded server? I am planning to upgrade the client as well but wanted
> to wait for few weeks just to be on the safe side. Please advise.
>
> Thanks!
>
> Manjari R. Shrestha

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

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Re: OT: Available Developer in Chicago area needed - FILLED

[Frank Caruso]

Wondering if you would consider part time off site help? I have mainly
worked on custom systems and have more than enough experience picking apart
home grown Remedy applications and creating new modules and functionality.
I'm just not in Chicago  :)


On Thu, Jul 24, 2008 at 4:33 PM, Susan Palmer <[EMAIL PROTECTED]> wrote:

> ** 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
>>
>>
>>
>
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Column Technologies Seeking Senior Remedy Developers in the Washington DC metro area

[Melissa Wish]

Column Technologies is hiring Senior Level Remedy Developers in the DC metro
area.  If you are interested in applying, please email your resume as a Word
or PDF document to   [EMAIL PROTECTED]  No
recruiters please.  These are permanent opportunities only- no contractors.
Must have a US Citizen or have Green Card status.

 

Generous Salary, Bonus and Paid Vacation Plans

Health, vision, dental, life, and disability insurance

Unlimited 401K match!

Cutting Edge Training

Cell Phone and Home Internet Connection Stipend

Corporate Credit Card and Use of Laptop

Melissa Wish 
Corporate Recruiter 
Column Technologies, Inc. 
Home Office: 718-399-2136 
Cell/Evenings: 917-748-7104 
E-Fax: 646-349-3799 
Email:   [EMAIL PROTECTED] 
  www.columnit.com 
BMC Remedy Partner of the Year 2000 - 2006  
BMC Fastest Growing Worldwide Partner - 2006 
Inc. 500 Fastest Growing Private Companies - 2006 
BMC 2007 Americas and Worldwide Top Solution Provider 

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Re: ARS 7.1 Flashboards - "Failed to create object - Extension View"

[ARS Dummie]

Hi listers,

are there any other ideas on this??
We have the same problem over here and always get the error message "Failed
to create object - Extension View"
if we try to open a flashboard variable in the Admin Tool.

Thanks in advance.

Regards,
Dan


On Mon, Mar 31, 2008 at 11:54 PM, sumeetdas <[EMAIL PROTECTED]> wrote:

> Yes. I have Java 1.6 running on my desktop which has the admin tool.
>
> is there any way to turn on logging and see the backend steps
> happening when the ADmin tool is trying to open the flashborad
> object ?
>
> On Mar 31, 5:33 pm, "Grooms, Frederick W" <[EMAIL PROTECTED]>
> wrote:
> > Do you have the correct Java loaded on the machine you are running the
> > Admin tool on?
> >
> >
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> >
> > [mailto:[EMAIL PROTECTED] On Behalf Of sumeetdas
> > Sent: Monday, March 31, 2008 4:25 PM
> > To: [EMAIL PROTECTED]
> > Subject: ARS 7.1 Flashboards - "Failed to create object - Extension
> > View"
> >
> > Hi listers,
> >
> > I have ARS 7.1 running on AIX 5.3 with Oracle 10g R2 as the database.
> > I have not installed any other module on this AR server.
> >
> > whenever I try open a Falshboard in the Remedy Admin tool [7.1] I get
> > the error "Failed to create object - Extension View". Upon dismissing
> > this message, I just a blank white screen in the admin tool.
> >
> > I am howver able to open and modify Flash board Variables.
> >
> > any help towards fixing this would help.
> >
> > Regards,
> > Sumeet Das
> >
> >
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> quoted text -
> >
> > - Show quoted text -
>
>
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Re: ARS 7.1 Flashboards - "Failed to create object - Extension View"

[Grooms, Frederick W]

I don't believe Java 1.6 is supported by the Admin tool.  Try installing
the latest 1.5 Java on the desktop with the Admin tool.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of ARS Dummie
Sent: Monday, July 28, 2008 8:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.1 Flashboards - "Failed to create object - Extension
View"


** 
Hi listers,

are there any other ideas on this??
We have the same problem over here and always get the error message
"Failed to create object - Extension View"
if we try to open a flashboard variable in the Admin Tool.

Thanks in advance.

Regards,
Dan



On Mon, Mar 31, 2008 at 11:54 PM, sumeetdas <[EMAIL PROTECTED]> wrote:


Yes. I have Java 1.6 running on my desktop which has the admin
tool.

is there any way to turn on logging and see the backend steps
happening when the ADmin tool is trying to open the flashborad
object ?

On Mar 31, 5:33 pm, "Grooms, Frederick W"
<[EMAIL PROTECTED]>
wrote:

> Do you have the correct Java loaded on the machine you are
running the
> Admin tool on?
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
>

> [mailto:[EMAIL PROTECTED] On Behalf Of sumeetdas
> Sent: Monday, March 31, 2008 4:25 PM

> To: [EMAIL PROTECTED]
> Subject: ARS 7.1 Flashboards - "Failed to create object -
Extension
> View"
>
> Hi listers,
>
> I have ARS 7.1 running on AIX 5.3 with Oracle 10g R2 as the
database.
> I have not installed any other module on this AR server.
>
> whenever I try open a Falshboard in the Remedy Admin tool
[7.1] I get
> the error "Failed to create object - Extension View". Upon
dismissing
> this message, I just a blank white screen in the admin tool.
>
> I am howver able to open and modify Flash board Variables.
>
> any help towards fixing this would help.
>
> Regards,
> Sumeet Das



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Advanced Search Bar

[Mark Milke]

Hi there,

still on ARS 6.3.

My forms have the Detail Pane Banner hidden, so there is no button to
switch the Advanced Search Bar on.
Therefor I've placed the field 1005 on all forms and I'm switching it
on by default via Workflow.

The problem is, that when I have the field 1005 on the form, then in
the Mid-Tier the button Advanced Search is permanently grayed out and
the Mid-Tier displays only the buttons of the Advanced Search Bar, but
not the Advanced Search Bar itself.

When I get rid of the field 1005 from the form, then it works fine in
the Mid-Tier, but in the windows client users would have to switch the
Advanced Query Bar via the View menu Bar.

Is there any way to switch the Advanced Query Bar on via workflow
without having the field 1005 on the form?


Mark

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Re: Advanced Search Bar

[Steven Pataray]

Hi Mark,
Maybe you thought of this already but what if on the client you check
the box for "Show Advanced Search Bar"? Tools-->Options-->General Tab-->On
Open section. If that works then you can set it on the user preference form.

Steve

On 7/28/08, Mark Milke <[EMAIL PROTECTED]> wrote:
>
> Hi there,
>
> still on ARS 6.3.
>
> My forms have the Detail Pane Banner hidden, so there is no button to
> switch the Advanced Search Bar on.
> Therefor I've placed the field 1005 on all forms and I'm switching it
> on by default via Workflow.
>
> The problem is, that when I have the field 1005 on the form, then in
> the Mid-Tier the button Advanced Search is permanently grayed out and
> the Mid-Tier displays only the buttons of the Advanced Search Bar, but
> not the Advanced Search Bar itself.
>
> When I get rid of the field 1005 from the form, then it works fine in
> the Mid-Tier, but in the windows client users would have to switch the
> Advanced Query Bar via the View menu Bar.
>
> Is there any way to switch the Advanced Query Bar on via workflow
> without having the field 1005 on the form?
>
>
> Mark
>
>
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After server reboot the status of the Remedy service is started, but it has to be restarted in order to login to Remedy

[Shrestha, Manjari R.]

Hello,

 

After upgrading Remedy to 7.1, when I reboot the server it takes almost
half an hour for the server to come up and the status of Remedy service
is started but I have to restart the service manually again for users to
be able to login, any idea why this would happen?

Thanks in advance.

 

Windows 2003

ARS version 7.1

SQL 2005

 

Manjari R. Shrestha

 

 


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Re: After server reboot the status of the Remedy service is started, but it has to be restarted in order to login to Remedy

[Gary Opela (Corporate)]

I have had this problem, and noticed that, according to the remedy logs, that 
remedy was unable to talk to sql server. I realized then that windows was 
saying sql server was up before it really was ready to receive connections. I 
also noticed that sql server agent had a dependency of sql server, and that sql 
server agent took around 10 - 30 seconds to come up. So, I set sql server agent 
as a dependency for remedy instead of setting sql server. This seemed to fix 
the problem, because it gave sql server another 10+ seconds to come up before 
remedy tried to connect.

There is a registry key that you can use to set this up, it is as follows:

HKEY_LOCAL_MACHINE
SYSTEM
CURRENTCONTROLSET
SERVICES
BMC ACTION REQUEST SYSTEM SERVER
DEPENDONSERVICE

SQLSERVERAGENT


Thanks,

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

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Shrestha, Manjari R.
Sent: Monday, July 28, 2008 10:23 AM
To: arslist@ARSLIST.ORG
Subject: After server reboot the status of the Remedy service is started, but 
it has to be restarted in order to login to Remedy

Hello,

After upgrading Remedy to 7.1, when I reboot the server it takes almost half an 
hour for the server to come up and the status of Remedy service is started but 
I have to restart the service manually again for users to be able to login, any 
idea why this would happen?
Thanks in advance.

Windows 2003
ARS version 7.1
SQL 2005

Manjari R. Shrestha


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Re: Survey Help Request: Creation via HPD:Help Desk in addition to Requester Console

[MCrawford]

I have enabled this option and it does not create any surveys when
resolving or closing an incident created/closed from HPD:Helpdesk

The only thing it appears to do is add the ticket to the requester
console 'My Requests' table view.  When the incident is resolved,
there is no survey created, when the incident is closed, there is no
survey created.

Surveys are enabled via the Requester Console Rules.  "Create Request
on Submit" is enabled.  Surveys are not being generated at all.  Any
thoughts?

On Jul 15, 5:23 pm, Mark Seiler <[EMAIL PROTECTED]> wrote:
> No customization is required. To enable Surveys for Incidents created in
> both the RC and via HPD:Help Desk and to allow users the ability to view
> client-created tickets on their Requester Console, there is a single setting
> on the Incident Rules form. Go to:
> user tool > app admin console > custom config tab > incident mgmt > advanced
> options > rules
> Select the button labeled "Create Request on Submit"
> Hope this helps!
>
> On 7/15/08, MCrawford <[EMAIL PROTECTED]> wrote:
>
>
>
>
>
> > Greetings,
>
> > It appears that OOTB Remedy 7.x only creates/sends out customer
> > surveys when creating an incident request via the Requester console.
>
> > In our environment we would like the Surveys to be created/sent out
> > when an Incident is Resolved directly from the HPD:Help Desk Incident
> > form.  Do any of you have any information or helpful advice to offer
> > in regards to this customization?
>
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Re: After server reboot the status of the Remedy service is started, but it has to be restarted in order to login to Remedy

[Danny Kellett]

Hi,

You could try and put the start up loggin on and see whats happening?

Read this on the BMC KB, how to turn it on etc KM-10033931

Regards
Danny

> Hello,
>
>
>
> After upgrading Remedy to 7.1, when I reboot the server it takes almost
> half an hour for the server to come up and the status of Remedy service
> is started but I have to restart the service manually again for users to
> be able to login, any idea why this would happen?
>
> Thanks in advance.
>
>
>
> Windows 2003
>
> ARS version 7.1
>
> SQL 2005
>
>
>
> Manjari R. Shrestha
>
>
>
>
>
>
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Re: Advanced Search Bar

[Carey Matthew Black]

Mark,

There was a resent thread (Subject: Re: Advanced Search? - RESOLVED )
where it was concluded that having the field (1005) disabled the Web
Menu Bar's button to enable/disable the OOB Advanced Search Bar(ASB)
UI. ( I am guessing that effects the User Tool equally to the
Mid-Tier, but that is a guess.)

However, If you are fancy enough I would guess that you might be able
to build some custom javascript to have the Mid-Tier hide/show the ASB
with a custom button too. I am guessing that there is a major div tag
that if shown (again via javascript, which can be called from an
ActiveLink RunProcess action) then the browser will likely show the
object. (As a good browser should.)

However, the User Tool would not understand the JavaScript, so you
likely would need to have the field and use ActiveLinks ChangeField
actions for that client.

Sorry, but I have not take the time to try to work out the JavaScript
that would be needed, and it may also be Mid-Tier version/patch
specific too.

HTH. (Good luck.)

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

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



On Mon, Jul 28, 2008 at 10:10 AM, Mark Milke <[EMAIL PROTECTED]> wrote:
> Hi there,
>
> still on ARS 6.3.
>
> My forms have the Detail Pane Banner hidden, so there is no button to
> switch the Advanced Search Bar on.
> Therefor I've placed the field 1005 on all forms and I'm switching it
> on by default via Workflow.
>
> The problem is, that when I have the field 1005 on the form, then in
> the Mid-Tier the button Advanced Search is permanently grayed out and
> the Mid-Tier displays only the buttons of the Advanced Search Bar, but
> not the Advanced Search Bar itself.
>
> When I get rid of the field 1005 from the form, then it works fine in
> the Mid-Tier, but in the windows client users would have to switch the
> Advanced Query Bar via the View menu Bar.
>
> Is there any way to switch the Advanced Query Bar on via workflow
> without having the field 1005 on the form?
>
>
> Mark

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Re: Advanced Search Bar

[William Rentfrow]

What are you trying to do?  You can use the field 1005 in calculations (ie, 
filter/active link "run ifs") without it being on the form.
 
William Rentfrow
Principal Consultant, StrataCom
[EMAIL PROTECTED]
O 952-432-0227
C 701-306-6157



From: Action Request System discussion list(ARSList) on behalf of Carey Matthew 
Black
Sent: Mon 7/28/2008 11:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: Advanced Search Bar



Mark,

There was a resent thread (Subject: Re: Advanced Search? - RESOLVED )
where it was concluded that having the field (1005) disabled the Web
Menu Bar's button to enable/disable the OOB Advanced Search Bar(ASB)
UI. ( I am guessing that effects the User Tool equally to the
Mid-Tier, but that is a guess.)

However, If you are fancy enough I would guess that you might be able
to build some custom javascript to have the Mid-Tier hide/show the ASB
with a custom button too. I am guessing that there is a major div tag
that if shown (again via javascript, which can be called from an
ActiveLink RunProcess action) then the browser will likely show the
object. (As a good browser should.)

However, the User Tool would not understand the JavaScript, so you
likely would need to have the field and use ActiveLinks ChangeField
actions for that client.

Sorry, but I have not take the time to try to work out the JavaScript
that would be needed, and it may also be Mid-Tier version/patch
specific too.

HTH. (Good luck.)

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

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



On Mon, Jul 28, 2008 at 10:10 AM, Mark Milke <[EMAIL PROTECTED]> wrote:
> Hi there,
>
> still on ARS 6.3.
>
> My forms have the Detail Pane Banner hidden, so there is no button to
> switch the Advanced Search Bar on.
> Therefor I've placed the field 1005 on all forms and I'm switching it
> on by default via Workflow.
>
> The problem is, that when I have the field 1005 on the form, then in
> the Mid-Tier the button Advanced Search is permanently grayed out and
> the Mid-Tier displays only the buttons of the Advanced Search Bar, but
> not the Advanced Search Bar itself.
>
> When I get rid of the field 1005 from the form, then it works fine in
> the Mid-Tier, but in the windows client users would have to switch the
> Advanced Query Bar via the View menu Bar.
>
> Is there any way to switch the Advanced Query Bar on via workflow
> without having the field 1005 on the form?
>
>
> Mark

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Hot Backup Servers

[Benjamin Trimmer]

Who has implemented a hotbackup server in a 7.x environment?  In 6.3 and 
prior, it was relatively simple (license-wise) since the licenses were in 
a file, and not the database.  How does, or what is the best way, it 
should work in a 7 environment since the licenses are not in the database? 
 We thought of having a seperate "standby" database instance that would 
get updated via a SQL transaction log.  The problem, however, is that if 
the PRD system went down, we'd have to do something with the license to 
get it to work.

Thoughts?  Ideas?

Thanks,
Ben Trimmer


* * * * * * * * * * * * * * * * * * * * * * * * * IMPORTANT NOTICE* * * * * * * 
* * * * * * * * * * * * * * * * * *

Unless otherwise indicated or obvious from the nature of the transmittal, the 
information contained in this email message is CONFIDENTIAL information 
intended for the use of the individual or entity named herein. If the reader of 
this message is not the intended recipient, or the employee or agent 
responsible to deliver it to the intended recipient, you are hereby notified 
that any dissemination, distribution or copying of this communication is 
strictly prohibited. If you have received this communication in error, please 
immediately notify the sender using the above contact information or by return 
email and delete this message and any copies from your computer system. Thank 
you.


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Re: Hot Backup Servers

[Nall, Roger]

Hello Ben,

 

First I can only assume you are talking about a 7.1 environment. Second,
I have to assume you are talking about user licenses not server
licenses. Are both of these assumptions correct?

 

Thanks,

 

Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile, USA 
Desk:972-464-3712 NEW

Cell: 973-652-6723 
FAX: 
sf49fanv AIM IM 
RogerNall Yahoo IM 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Benjamin Trimmer
Sent: Monday, July 28, 2008 11:39 AM
To: arslist@ARSLIST.ORG
Subject: Hot Backup Servers

 

** 
Who has implemented a hotbackup server in a 7.x environment?  In 6.3 and
prior, it was relatively simple (license-wise) since the licenses were
in a file, and not the database.  How does, or what is the best way, it
should work in a 7 environment since the licenses are not in the
database?  We thought of having a seperate "standby" database instance
that would get updated via a SQL transaction log.  The problem, however,
is that if the PRD system went down, we'd have to do something with the
license to get it to work. 

Thoughts?  Ideas? 

Thanks, 
Ben Trimmer 

* * * * * * * * * * * * * * * * * * * * * * * * * IMPORTANT NOTICE* * *
* * * * * * * * * * * * * * * * * * * * * * 

Unless otherwise indicated or obvious from the nature of the
transmittal, the information contained in this email message is
CONFIDENTIAL information intended for the use of the individual or
entity named herein. If the reader of this message is not the intended
recipient, or the employee or agent responsible to deliver it to the
intended recipient, you are hereby notified that any dissemination,
distribution or copying of this communication is strictly prohibited. If
you have received this communication in error, please immediately notify
the sender using the above contact information or by return email and
delete this message and any copies from your computer system. Thank you.


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Re: Hot Backup Servers

[Moore, Christopher Allen]

Ben-

We're working on a similar solution, but one word of caution- we tried setting 
up a mirror DB using SQL transactional replication and the first time we made 
an administrative change to a form (adding a field via the Class Manager) our 
system got all kinds of messed up.  Of course, using transactional replication 
the parent DB isn't supposed to be altered in any way, but for reasons neither 
BMC nor MS can figure out beyond finger pointing, it did.  It seems the schema 
table was altered and was pointing to views and tables which we either 
incorrect or thought objects that existed already didn't and tried to create 
them.  We had to recover from a week old backup and import all new and updated 
tickets and was a nightmare weekend.

Anyway, be careful using transactional replication.
7.0.1 p5
SQL 2005 sp2

Chris


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Benjamin Trimmer
Sent: Monday, July 28, 2008 11:39 AM
To: arslist@ARSLIST.ORG
Subject: Hot Backup Servers

**
Who has implemented a hotbackup server in a 7.x environment?  In 6.3 and prior, 
it was relatively simple (license-wise) since the licenses were in a file, and 
not the database.  How does, or what is the best way, it should work in a 7 
environment since the licenses are not in the database?  We thought of having a 
seperate "standby" database instance that would get updated via a SQL 
transaction log.  The problem, however, is that if the PRD system went down, 
we'd have to do something with the license to get it to work.

Thoughts?  Ideas?

Thanks,
Ben Trimmer

* * * * * * * * * * * * * * * * * * * * * * * * * IMPORTANT NOTICE* * * * * * * 
* * * * * * * * * * * * * * * * * *

Unless otherwise indicated or obvious from the nature of the transmittal, the 
information contained in this email message is CONFIDENTIAL information 
intended for the use of the individual or entity named herein. If the reader of 
this message is not the intended recipient, or the employee or agent 
responsible to deliver it to the intended recipient, you are hereby notified 
that any dissemination, distribution or copying of this communication is 
strictly prohibited. If you have received this communication in error, please 
immediately notify the sender using the above contact information or by return 
email and delete this message and any copies from your computer system. Thank 
you.
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Re: Hot Backup Servers

[strauss]

Did you try database mirroring?

 

Christopher Strauss, Ph.D.

Call Tracking Administration Manager

University of North Texas Computing & IT Center

http://itsm.unt.edu/  

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen
Sent: Monday, July 28, 2008 11:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Hot Backup Servers

 

** 

Ben- 

 

We're working on a similar solution, but one word of caution- we tried
setting up a mirror DB using SQL transactional replication and the first
time we made an administrative change to a form (adding a field via the
Class Manager) our system got all kinds of messed up.  Of course, using
transactional replication the parent DB isn't supposed to be altered in
any way, but for reasons neither BMC nor MS can figure out beyond finger
pointing, it did.  It seems the schema table was altered and was
pointing to views and tables which we either incorrect or thought
objects that existed already didn't and tried to create them.  We had to
recover from a week old backup and import all new and updated tickets
and was a nightmare weekend.

 

Anyway, be careful using transactional replication.

7.0.1 p5

SQL 2005 sp2

 

Chris

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Benjamin Trimmer
Sent: Monday, July 28, 2008 11:39 AM
To: arslist@ARSLIST.ORG
Subject: Hot Backup Servers

 

** 
Who has implemented a hotbackup server in a 7.x environment?  In 6.3 and
prior, it was relatively simple (license-wise) since the licenses were
in a file, and not the database.  How does, or what is the best way, it
should work in a 7 environment since the licenses are not in the
database?  We thought of having a seperate "standby" database instance
that would get updated via a SQL transaction log.  The problem, however,
is that if the PRD system went down, we'd have to do something with the
license to get it to work. 

Thoughts?  Ideas? 

Thanks, 
Ben Trimmer 

* * * * * * * * * * * * * * * * * * * * * * * * * IMPORTANT NOTICE* * *
* * * * * * * * * * * * * * * * * * * * * * 

Unless otherwise indicated or obvious from the nature of the
transmittal, the information contained in this email message is
CONFIDENTIAL information intended for the use of the individual or
entity named herein. If the reader of this message is not the intended
recipient, or the employee or agent responsible to deliver it to the
intended recipient, you are hereby notified that any dissemination,
distribution or copying of this communication is strictly prohibited. If
you have received this communication in error, please immediately notify
the sender using the above contact information or by return email and
delete this message and any copies from your computer system. Thank you.


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Re: Hot Backup Servers

[Moore, Christopher Allen]

Chris-
This is what our DBA has planned for now:

"Before we go DSO route, I would like to explore following methods in SQL 
Server to get data to backup server:
1. Log Shipping
2. Snapshot
3. DTS package"

I'm not much of a DBA- I stay out of it as much as I can, so I'm not sure 
which, if any, of these options you mean by mirroring.

We want no more than 15 min latency so DSO isn't a god option, but we were told 
by BMC that's the only sort of mirroring they support.  After the debacle with 
transactional replication we're nervous about trying anything else and are 
setting up a virtual dedicated test server just to play with the different 
options.


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of strauss
Sent: Monday, July 28, 2008 12:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: Hot Backup Servers

Did you try database mirroring?

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

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Moore, Christopher Allen
Sent: Monday, July 28, 2008 11:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Hot Backup Servers

**
Ben-

We're working on a similar solution, but one word of caution- we tried setting 
up a mirror DB using SQL transactional replication and the first time we made 
an administrative change to a form (adding a field via the Class Manager) our 
system got all kinds of messed up.  Of course, using transactional replication 
the parent DB isn't supposed to be altered in any way, but for reasons neither 
BMC nor MS can figure out beyond finger pointing, it did.  It seems the schema 
table was altered and was pointing to views and tables which we either 
incorrect or thought objects that existed already didn't and tried to create 
them.  We had to recover from a week old backup and import all new and updated 
tickets and was a nightmare weekend.

Anyway, be careful using transactional replication.
7.0.1 p5
SQL 2005 sp2

Chris


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Benjamin Trimmer
Sent: Monday, July 28, 2008 11:39 AM
To: arslist@ARSLIST.ORG
Subject: Hot Backup Servers

**
Who has implemented a hotbackup server in a 7.x environment?  In 6.3 and prior, 
it was relatively simple (license-wise) since the licenses were in a file, and 
not the database.  How does, or what is the best way, it should work in a 7 
environment since the licenses are not in the database?  We thought of having a 
seperate "standby" database instance that would get updated via a SQL 
transaction log.  The problem, however, is that if the PRD system went down, 
we'd have to do something with the license to get it to work.

Thoughts?  Ideas?

Thanks,
Ben Trimmer

* * * * * * * * * * * * * * * * * * * * * * * * * IMPORTANT NOTICE* * * * * * * 
* * * * * * * * * * * * * * * * * *

Unless otherwise indicated or obvious from the nature of the transmittal, the 
information contained in this email message is CONFIDENTIAL information 
intended for the use of the individual or entity named herein. If the reader of 
this message is not the intended recipient, or the employee or agent 
responsible to deliver it to the intended recipient, you are hereby notified 
that any dissemination, distribution or copying of this communication is 
strictly prohibited. If you have received this communication in error, please 
immediately notify the sender using the above contact information or by return 
email and delete this message and any copies from your computer system. Thank 
you.
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Re: Hot Backup Servers

[Benjamin Trimmer]

Roger,

Yes, a 7.1 environment.  Secondly, yes, the server license (Hotbackup) 
will be different for each of the ARS server machines.

Regards,
Ben




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

07/28/2008 11:53 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Hot Backup Servers






** 
Hello Ben,
 
First I can only assume you are talking about a 7.1 environment. Second, I 
have to assume you are talking about user licenses not server licenses. 
Are both of these assumptions correct?
 
Thanks,
 
Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile, USA 
Desk:972-464-3712 NEW
Cell: 973-652-6723 
FAX: 
sf49fanv AIM IM 
RogerNall Yahoo IM 

From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Benjamin Trimmer
Sent: Monday, July 28, 2008 11:39 AM
To: arslist@ARSLIST.ORG
Subject: Hot Backup Servers
 
** 
Who has implemented a hotbackup server in a 7.x environment?  In 6.3 and 
prior, it was relatively simple (license-wise) since the licenses were in 
a file, and not the database.  How does, or what is the best way, it 
should work in a 7 environment since the licenses are not in the database? 
 We thought of having a seperate "standby" database instance that would 
get updated via a SQL transaction log.  The problem, however, is that if 
the PRD system went down, we'd have to do something with the license to 
get it to work. 

Thoughts?  Ideas? 

Thanks, 
Ben Trimmer 
* * * * * * * * * * * * * * * * * * * * * * * * * IMPORTANT NOTICE* * * * 
* * * * * * * * * * * * * * * * * * * * * 
Unless otherwise indicated or obvious from the nature of the transmittal, 
the information contained in this email message is CONFIDENTIAL 
information intended for the use of the individual or entity named herein. 
If the reader of this message is not the intended recipient, or the 
employee or agent responsible to deliver it to the intended recipient, you 
are hereby notified that any dissemination, distribution or copying of 
this communication is strictly prohibited. If you have received this 
communication in error, please immediately notify the sender using the 
above contact information or by return email and delete this message and 
any copies from your computer system. Thank you. 
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Re: Hot Backup Servers

[Nall, Roger]

Here is another solution:

*   2 app servers clustered - 1 active, 1 passive
*   2 database servers clustered - 1 active, 1 passive

 

Thanks,

 

Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile, USA 
Desk:972-464-3712 NEW

Cell: 973-652-6723 
FAX: 
sf49fanv AIM IM 
RogerNall Yahoo IM 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen
Sent: Monday, July 28, 2008 12:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Hot Backup Servers

 

Chris-

This is what our DBA has planned for now:

 

"Before we go DSO route, I would like to explore following methods in
SQL Server to get data to backup server: 
1. Log Shipping 

2. Snapshot
3. DTS package"

 

I'm not much of a DBA- I stay out of it as much as I can, so I'm not
sure which, if any, of these options you mean by mirroring.

 

We want no more than 15 min latency so DSO isn't a god option, but we
were told by BMC that's the only sort of mirroring they support.  After
the debacle with transactional replication we're nervous about trying
anything else and are setting up a virtual dedicated test server just to
play with the different options.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Monday, July 28, 2008 12:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: Hot Backup Servers

 

Did you try database mirroring?

 

Christopher Strauss, Ph.D.

Call Tracking Administration Manager

University of North Texas Computing & IT Center

http://itsm.unt.edu/

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen
Sent: Monday, July 28, 2008 11:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Hot Backup Servers

 

** 

Ben- 

 

We're working on a similar solution, but one word of caution- we tried
setting up a mirror DB using SQL transactional replication and the first
time we made an administrative change to a form (adding a field via the
Class Manager) our system got all kinds of messed up.  Of course, using
transactional replication the parent DB isn't supposed to be altered in
any way, but for reasons neither BMC nor MS can figure out beyond finger
pointing, it did.  It seems the schema table was altered and was
pointing to views and tables which we either incorrect or thought
objects that existed already didn't and tried to create them.  We had to
recover from a week old backup and import all new and updated tickets
and was a nightmare weekend.

 

Anyway, be careful using transactional replication.

7.0.1 p5

SQL 2005 sp2

 

Chris

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Benjamin Trimmer
Sent: Monday, July 28, 2008 11:39 AM
To: arslist@ARSLIST.ORG
Subject: Hot Backup Servers

 

** 
Who has implemented a hotbackup server in a 7.x environment?  In 6.3 and
prior, it was relatively simple (license-wise) since the licenses were
in a file, and not the database.  How does, or what is the best way, it
should work in a 7 environment since the licenses are not in the
database?  We thought of having a seperate "standby" database instance
that would get updated via a SQL transaction log.  The problem, however,
is that if the PRD system went down, we'd have to do something with the
license to get it to work. 

Thoughts?  Ideas? 

Thanks, 
Ben Trimmer 

* * * * * * * * * * * * * * * * * * * * * * * * * IMPORTANT NOTICE* * *
* * * * * * * * * * * * * * * * * * * * * * 

Unless otherwise indicated or obvious from the nature of the
transmittal, the information contained in this email message is
CONFIDENTIAL information intended for the use of the individual or
entity named herein. If the reader of this message is not the intended
recipient, or the employee or agent responsible to deliver it to the
intended recipient, you are hereby notified that any dissemination,
distribution or copying of this communication is strictly prohibited. If
you have received this communication in error, please immediately notify
the sender using the above contact information or by return email and
delete this message and any copies from your computer system. Thank you.


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Re: Hot Backup Servers

[Benjamin Trimmer]

Chris,

I'm not 100% I like the transactional approach either.  I like the idea of 
when a server goes down, you turn on the service on the Hotbackup machine 
and you're good to go.  7 licensing has really messed this up.

Regards,
Ben




"Moore, Christopher Allen" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 

07/28/2008 11:55 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Hot Backup Servers






** 
Ben- 
 
We’re working on a similar solution, but one word of caution- we tried 
setting up a mirror DB using SQL transactional replication and the first 
time we made an administrative change to a form (adding a field via the 
Class Manager) our system got all kinds of messed up.  Of course, using 
transactional replication the parent DB isn’t supposed to be altered in 
any way, but for reasons neither BMC nor MS can figure out beyond finger 
pointing, it did.  It seems the schema table was altered and was pointing 
to views and tables which we either incorrect or thought objects that 
existed already didn’t and tried to create them.  We had to recover from a 
week old backup and import all new and updated tickets and was a nightmare 
weekend.
 
Anyway, be careful using transactional replication.
7.0.1 p5
SQL 2005 sp2
 
Chris
 

From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Benjamin Trimmer
Sent: Monday, July 28, 2008 11:39 AM
To: arslist@ARSLIST.ORG
Subject: Hot Backup Servers
 
** 
Who has implemented a hotbackup server in a 7.x environment?  In 6.3 and 
prior, it was relatively simple (license-wise) since the licenses were in 
a file, and not the database.  How does, or what is the best way, it 
should work in a 7 environment since the licenses are not in the database? 
 We thought of having a seperate "standby" database instance that would 
get updated via a SQL transaction log.  The problem, however, is that if 
the PRD system went down, we'd have to do something with the license to 
get it to work. 

Thoughts?  Ideas? 

Thanks, 
Ben Trimmer 
* * * * * * * * * * * * * * * * * * * * * * * * * IMPORTANT NOTICE* * * * 
* * * * * * * * * * * * * * * * * * * * * 
Unless otherwise indicated or obvious from the nature of the transmittal, 
the information contained in this email message is CONFIDENTIAL 
information intended for the use of the individual or entity named herein. 
If the reader of this message is not the intended recipient, or the 
employee or agent responsible to deliver it to the intended recipient, you 
are hereby notified that any dissemination, distribution or copying of 
this communication is strictly prohibited. If you have received this 
communication in error, please immediately notify the sender using the 
above contact information or by return email and delete this message and 
any copies from your computer system. Thank you. 
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Re: Hot Backup Servers

[Benjamin Trimmer]

We have not tried anything with version 7 yet, but we'll get there pretty 
dang quickly.  I wonder if I could just write a SQL update statement with 
the new license information to have ready in case PRD goes down?  Would 
that be a better approach?

Regards,
Ben



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

07/28/2008 12:01 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Hot Backup Servers






** 
Did you try database mirroring?
 
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
 
From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen
Sent: Monday, July 28, 2008 11:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Hot Backup Servers
 
** 
Ben- 
 
We’re working on a similar solution, but one word of caution- we tried 
setting up a mirror DB using SQL transactional replication and the first 
time we made an administrative change to a form (adding a field via the 
Class Manager) our system got all kinds of messed up.  Of course, using 
transactional replication the parent DB isn’t supposed to be altered in 
any way, but for reasons neither BMC nor MS can figure out beyond finger 
pointing, it did.  It seems the schema table was altered and was pointing 
to views and tables which we either incorrect or thought objects that 
existed already didn’t and tried to create them.  We had to recover from a 
week old backup and import all new and updated tickets and was a nightmare 
weekend.
 
Anyway, be careful using transactional replication.
7.0.1 p5
SQL 2005 sp2
 
Chris
 

From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Benjamin Trimmer
Sent: Monday, July 28, 2008 11:39 AM
To: arslist@ARSLIST.ORG
Subject: Hot Backup Servers
 
** 
Who has implemented a hotbackup server in a 7.x environment?  In 6.3 and 
prior, it was relatively simple (license-wise) since the licenses were in 
a file, and not the database.  How does, or what is the best way, it 
should work in a 7 environment since the licenses are not in the database? 
 We thought of having a seperate "standby" database instance that would 
get updated via a SQL transaction log.  The problem, however, is that if 
the PRD system went down, we'd have to do something with the license to 
get it to work. 

Thoughts?  Ideas? 

Thanks, 
Ben Trimmer 
* * * * * * * * * * * * * * * * * * * * * * * * * IMPORTANT NOTICE* * * * 
* * * * * * * * * * * * * * * * * * * * * 
Unless otherwise indicated or obvious from the nature of the transmittal, 
the information contained in this email message is CONFIDENTIAL 
information intended for the use of the individual or entity named herein. 
If the reader of this message is not the intended recipient, or the 
employee or agent responsible to deliver it to the intended recipient, you 
are hereby notified that any dissemination, distribution or copying of 
this communication is strictly prohibited. If you have received this 
communication in error, please immediately notify the sender using the 
above contact information or by return email and delete this message and 
any copies from your computer system. Thank you. 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" 
html___ 
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Re: Hot Backup Servers

[Nall, Roger]

That is correct. The server licenses are still in a file aren't they? I
though only the user licenses are in the database.

 

Thanks,

 

Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile, USA 
Desk:972-464-3712 NEW

Cell: 973-652-6723 
FAX: 
sf49fanv AIM IM 
RogerNall Yahoo IM 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Benjamin Trimmer
Sent: Monday, July 28, 2008 12:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: Hot Backup Servers

 

** 
Roger, 

Yes, a 7.1 environment.  Secondly, yes, the server license (Hotbackup)
will be different for each of the ARS server machines. 

Regards, 
Ben 




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

07/28/2008 11:53 AM 

Please respond to
arslist@ARSLIST.ORG

To

arslist@ARSLIST.ORG 

cc

 

Subject

Re: Hot Backup Servers

 

 

 




** 
Hello Ben, 
  
First I can only assume you are talking about a 7.1 environment. Second,
I have to assume you are talking about user licenses not server
licenses. Are both of these assumptions correct? 
  
Thanks, 
  
Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile, USA 
Desk:972-464-3712 NEW 
Cell: 973-652-6723 
FAX: 
sf49fanv AIM IM 
RogerNall Yahoo IM 

 




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Benjamin Trimmer
Sent: Monday, July 28, 2008 11:39 AM
To: arslist@ARSLIST.ORG
Subject: Hot Backup Servers 
  
** 
Who has implemented a hotbackup server in a 7.x environment?  In 6.3 and
prior, it was relatively simple (license-wise) since the licenses were
in a file, and not the database.  How does, or what is the best way, it
should work in a 7 environment since the licenses are not in the
database?  We thought of having a seperate "standby" database instance
that would get updated via a SQL transaction log.  The problem, however,
is that if the PRD system went down, we'd have to do something with the
license to get it to work. 

Thoughts?  Ideas? 

Thanks, 
Ben Trimmer 
* * * * * * * * * * * * * * * * * * * * * * * * * IMPORTANT NOTICE* * *
* * * * * * * * * * * * * * * * * * * * * * 
Unless otherwise indicated or obvious from the nature of the
transmittal, the information contained in this email message is
CONFIDENTIAL information intended for the use of the individual or
entity named herein. If the reader of this message is not the intended
recipient, or the employee or agent responsible to deliver it to the
intended recipient, you are hereby notified that any dissemination,
distribution or copying of this communication is strictly prohibited. If
you have received this communication in error, please immediately notify
the sender using the above contact information or by return email and
delete this message and any copies from your computer system. Thank you.

__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
html___ 

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Re: Survey Help Request: Creation via HPD:Help Desk in addition to Requester Console

[Janie]

Go to:
> user tool > app admin console > custom config tab > Requester Console >
Requester Console Options > Rules

Search to see if you have an entry already created.

Make sure Status is enabled.
Make sure 'Enable Survey' is set to Yes.


Janie


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of MCrawford
Sent: Monday, July 28, 2008 9:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: Survey Help Request: Creation via HPD:Help Desk in addition to
Requester Console

I have enabled this option and it does not create any surveys when
resolving or closing an incident created/closed from HPD:Helpdesk

The only thing it appears to do is add the ticket to the requester
console 'My Requests' table view.  When the incident is resolved,
there is no survey created, when the incident is closed, there is no
survey created.

Surveys are enabled via the Requester Console Rules.  "Create Request
on Submit" is enabled.  Surveys are not being generated at all.  Any
thoughts?

On Jul 15, 5:23 pm, Mark Seiler <[EMAIL PROTECTED]> wrote:
> No customization is required. To enable Surveys for Incidents created in
> both the RC and via HPD:Help Desk and to allow users the ability to view
> client-created tickets on their Requester Console, there is a single
setting
> on the Incident Rules form. Go to:
> user tool > app admin console > custom config tab > incident mgmt >
advanced
> options > rules
> Select the button labeled "Create Request on Submit"
> Hope this helps!
>
> On 7/15/08, MCrawford <[EMAIL PROTECTED]> wrote:
>
>
>
>
>
> > Greetings,
>
> > It appears that OOTB Remedy 7.x only creates/sends out customer
> > surveys when creating an incident request via the Requester console.
>
> > In our environment we would like the Surveys to be created/sent out
> > when an Incident is Resolved directly from the HPD:Help Desk Incident
> > form.  Do any of you have any information or helpful advice to offer
> > in regards to this customization?
>
> >

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>
>

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Re: Hot Backup Servers

[David Sanders]

Hi Roger

All licenses are stored in the database i9n v7.1 - User and server licenses.

The normal solution to this hot backup license issue is to install the
server license for both the main and the backup servers in the database -
only the one corresponding to the ARS server currently active will be used -
the other will be ignored.

When you turn off the main ars server and start the standby, it will
recognize its own license and work correctly.  This should work whether you
have a 'shared' database on a separate DB server, or if you are maintaining
a backup copy of the database through some sql mechanism.

HTH

David Sanders
Remedy Solution Architect
Enterprise Service Suite @ Work
==
ARS List Award Winner 2005
Best 3rd party Remedy Application

See the ESS Concepts Guide
 
tel +44 1494 468980
mobile +44 7710 377761
email [EMAIL PROTECTED]
 
web http://www.westoverconsulting.co.uk
 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Monday, July 28, 2008 6:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Hot Backup Servers

That is correct. The server licenses are still in a file aren’t they? I
though only the user licenses are in the database.

Thanks,

Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile, USA 
Desk:972-464-3712 NEW
Cell: 973-652-6723 
FAX: 
sf49fanv AIM IM 
RogerNall Yahoo IM 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Benjamin Trimmer
Sent: Monday, July 28, 2008 12:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: Hot Backup Servers

** 
Roger, 

Yes, a 7.1 environment.  Secondly, yes, the server license (Hotbackup) will
be different for each of the ARS server machines. 

Regards, 
Ben 

"Nall, Roger" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)"
 
07/28/2008 11:53 AM 
Please respond to
arslist@ARSLIST.ORG

To
arslist@ARSLIST.ORG 
cc

Subject
Re: Hot Backup Servers







** 
Hello Ben, 
  
First I can only assume you are talking about a 7.1 environment. Second, I
have to assume you are talking about user licenses not server licenses. Are
both of these assumptions correct? 
  
Thanks, 
  
Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile, USA 
Desk:972-464-3712 NEW 
Cell: 973-652-6723 
FAX: 
sf49fanv AIM IM 
RogerNall Yahoo IM 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Benjamin Trimmer
Sent: Monday, July 28, 2008 11:39 AM
To: arslist@ARSLIST.ORG
Subject: Hot Backup Servers 
  
** 
Who has implemented a hotbackup server in a 7.x environment?  In 6.3 and
prior, it was relatively simple (license-wise) since the licenses were in a
file, and not the database.  How does, or what is the best way, it should
work in a 7 environment since the licenses are not in the database?  We
thought of having a seperate "standby" database instance that would get
updated via a SQL transaction log.  The problem, however, is that if the PRD
system went down, we'd have to do something with the license to get it to
work. 

Thoughts?  Ideas? 

Thanks, 
Ben Trimmer 
* * * * * * * * * * * * * * * * * * * * * * * * * IMPORTANT NOTICE* * * * *
* * * * * * * * * * * * * * * * * * * * 
Unless otherwise indicated or obvious from the nature of the transmittal,
the information contained in this email message is CONFIDENTIAL information
intended for the use of the individual or entity named herein. If the reader
of this message is not the intended recipient, or the employee or agent
responsible to deliver it to the intended recipient, you are hereby notified
that any dissemination, distribution or copying of this communication is
strictly prohibited. If you have received this communication in error,
please immediately notify the sender using the above contact information or
by return email and delete this message and any copies from your computer
system. Thank you. 
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Licensing Question

[James Pifer]

We're currently running ARS 6.x and Helpdesk 4.x. We looked at upgrading
Remedy, but the costs are just too high. In the meantime we've been
looking at replacing it with something else, even looking at Service
Desk Express (formerly Magic). 

Unfortunately our maintenance is due soon. My salesperson says that if
we don't renew maintenance we would have to remove all Remedy licenses.
That sounds more like a software subscription, not a maintenance
contract. 

Obviously I have not looked at our license agreement, but in general, if
you do not renew maintenance, is it true you have to stop using Remedy
completely? Or, can you continue to use the licenses you've purchased,
just without support and software updates?

Thanks,
James

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Re: Hot Backup Servers

[Benjamin Trimmer]

Thanks David,

That's exactly what I was looking for (looking to hear)!

Regards,
Ben




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

07/28/2008 12:44 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Hot Backup Servers






Hi Roger

All licenses are stored in the database i9n v7.1 - User and server 
licenses.

The normal solution to this hot backup license issue is to install the
server license for both the main and the backup servers in the database -
only the one corresponding to the ARS server currently active will be used 
-
the other will be ignored.

When you turn off the main ars server and start the standby, it will
recognize its own license and work correctly.  This should work whether 
you
have a 'shared' database on a separate DB server, or if you are 
maintaining
a backup copy of the database through some sql mechanism.

HTH

David Sanders
Remedy Solution Architect
Enterprise Service Suite @ Work
==
ARS List Award Winner 2005
Best 3rd party Remedy Application

See the ESS Concepts Guide
 
tel +44 1494 468980
mobile +44 7710 377761
email [EMAIL PROTECTED]
 
web http://www.westoverconsulting.co.uk
 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Monday, July 28, 2008 6:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Hot Backup Servers

That is correct. The server licenses are still in a file aren’t they? I
though only the user licenses are in the database.

Thanks,

Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile, USA 
Desk:972-464-3712 NEW
Cell: 973-652-6723 
FAX: 
sf49fanv AIM IM 
RogerNall Yahoo IM 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Benjamin Trimmer
Sent: Monday, July 28, 2008 12:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: Hot Backup Servers

** 
Roger, 

Yes, a 7.1 environment.  Secondly, yes, the server license (Hotbackup) 
will
be different for each of the ARS server machines. 

Regards, 
Ben 

"Nall, Roger" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)"
 
07/28/2008 11:53 AM 
Please respond to
arslist@ARSLIST.ORG

To
arslist@ARSLIST.ORG 
cc

Subject
Re: Hot Backup Servers







** 
Hello Ben, 
  
First I can only assume you are talking about a 7.1 environment. Second, I
have to assume you are talking about user licenses not server licenses. 
Are
both of these assumptions correct? 
  
Thanks, 
  
Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile, USA 
Desk:972-464-3712 NEW 
Cell: 973-652-6723 
FAX: 
sf49fanv AIM IM 
RogerNall Yahoo IM 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Benjamin Trimmer
Sent: Monday, July 28, 2008 11:39 AM
To: arslist@ARSLIST.ORG
Subject: Hot Backup Servers 
  
** 
Who has implemented a hotbackup server in a 7.x environment?  In 6.3 and
prior, it was relatively simple (license-wise) since the licenses were in 
a
file, and not the database.  How does, or what is the best way, it should
work in a 7 environment since the licenses are not in the database?  We
thought of having a seperate "standby" database instance that would get
updated via a SQL transaction log.  The problem, however, is that if the 
PRD
system went down, we'd have to do something with the license to get it to
work. 

Thoughts?  Ideas? 

Thanks, 
Ben Trimmer 
* * * * * * * * * * * * * * * * * * * * * * * * * IMPORTANT NOTICE* * * * 
*
* * * * * * * * * * * * * * * * * * * * 
Unless otherwise indicated or obvious from the nature of the transmittal,
the information contained in this email message is CONFIDENTIAL 
information
intended for the use of the individual or entity named herein. If the 
reader
of this message is not the intended recipient, or the employee or agent
responsible to deliver it to the intended recipient, you are hereby 
notified
that any dissemination, distribution or copying of this communication is
strictly prohibited. If you have received this communication in error,
please immediately notify the sender using the above contact information 
or
by return email and delete this message and any copies from your computer
system. Thank you. 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
html___ 
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html___ 
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Re: Hot Backup Servers

[Nall, Roger]

Thanks David. I missed that one completely.

Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile, USA 
Desk:972-464-3712 NEW
Cell: 973-652-6723 
FAX: 
sf49fanv AIM IM 
RogerNall Yahoo IM 

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of David Sanders
Sent: Monday, July 28, 2008 12:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: Hot Backup Servers

Hi Roger

All licenses are stored in the database i9n v7.1 - User and server licenses.

The normal solution to this hot backup license issue is to install the
server license for both the main and the backup servers in the database -
only the one corresponding to the ARS server currently active will be used -
the other will be ignored.

When you turn off the main ars server and start the standby, it will
recognize its own license and work correctly.  This should work whether you
have a 'shared' database on a separate DB server, or if you are maintaining
a backup copy of the database through some sql mechanism.

HTH

David Sanders
Remedy Solution Architect
Enterprise Service Suite @ Work
==
ARS List Award Winner 2005
Best 3rd party Remedy Application

See the ESS Concepts Guide
 
tel +44 1494 468980
mobile +44 7710 377761
email [EMAIL PROTECTED]
 
web http://www.westoverconsulting.co.uk
 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Monday, July 28, 2008 6:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Hot Backup Servers

That is correct. The server licenses are still in a file aren't they? I
though only the user licenses are in the database.

Thanks,

Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile, USA 
Desk:972-464-3712 NEW
Cell: 973-652-6723 
FAX: 
sf49fanv AIM IM 
RogerNall Yahoo IM 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Benjamin Trimmer
Sent: Monday, July 28, 2008 12:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: Hot Backup Servers

** 
Roger, 

Yes, a 7.1 environment.  Secondly, yes, the server license (Hotbackup) will
be different for each of the ARS server machines. 

Regards, 
Ben 

"Nall, Roger" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)"
 
07/28/2008 11:53 AM 
Please respond to
arslist@ARSLIST.ORG

To
arslist@ARSLIST.ORG 
cc

Subject
Re: Hot Backup Servers







** 
Hello Ben, 
  
First I can only assume you are talking about a 7.1 environment. Second, I
have to assume you are talking about user licenses not server licenses. Are
both of these assumptions correct? 
  
Thanks, 
  
Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile, USA 
Desk:972-464-3712 NEW 
Cell: 973-652-6723 
FAX: 
sf49fanv AIM IM 
RogerNall Yahoo IM 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Benjamin Trimmer
Sent: Monday, July 28, 2008 11:39 AM
To: arslist@ARSLIST.ORG
Subject: Hot Backup Servers 
  
** 
Who has implemented a hotbackup server in a 7.x environment?  In 6.3 and
prior, it was relatively simple (license-wise) since the licenses were in a
file, and not the database.  How does, or what is the best way, it should
work in a 7 environment since the licenses are not in the database?  We
thought of having a seperate "standby" database instance that would get
updated via a SQL transaction log.  The problem, however, is that if the PRD
system went down, we'd have to do something with the license to get it to
work. 

Thoughts?  Ideas? 

Thanks, 
Ben Trimmer 
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Executive Level Flashboards

[Joseph Butera]

Hello

Can anyone send examples of executive level flashboards? What are CIO's
interested in seeing?

Thanks for any assistance.

Joe Butera
BAE Systems, IT

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Re: Licensing Question

[Brian Goralczyk]

James,

Unless something has changed since the last time I was involved in licensing
issues, you don't have to stop using the server.  Now, again, this might
have changed, but my instinct tells me that a sales person is trying to
squeeze you for money.  Now I know that if you wanted to start up your
account again you would have to pay all the back support costs or buy new
depends on how long you went without support.  I would enquire from a non
commission based individual.

Again, my information might be out of date.

Brian

On Mon, Jul 28, 2008 at 11:59 AM, James Pifer <[EMAIL PROTECTED]> wrote:

> We're currently running ARS 6.x and Helpdesk 4.x. We looked at upgrading
> Remedy, but the costs are just too high. In the meantime we've been
> looking at replacing it with something else, even looking at Service
> Desk Express (formerly Magic).
>
> Unfortunately our maintenance is due soon. My salesperson says that if
> we don't renew maintenance we would have to remove all Remedy licenses.
> That sounds more like a software subscription, not a maintenance
> contract.
>
> Obviously I have not looked at our license agreement, but in general, if
> you do not renew maintenance, is it true you have to stop using Remedy
> completely? Or, can you continue to use the licenses you've purchased,
> just without support and software updates?
>
> Thanks,
> James
>
>
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Re: Licensing Question

[Rick Cook]

Well, technically, software licenses have, over the past few years, morphed
from defining purchasing to de facto leasing.  The licensing agreement
contains the terms under which the customer may use the software, and that
includes clauses for licensing and costs.  So what your salesperson said
technically is true.  However, realistically, I would think that a
salesperson would explore the other options at his/her disposal, and should
work with you on a transition - one of which might be pro-rated licenses to
carry you through whatever transition time you need.

Figure out what you want to do, then see what your options are.

Rick

On Mon, Jul 28, 2008 at 10:59 AM, James Pifer <[EMAIL PROTECTED]> wrote:

> We're currently running ARS 6.x and Helpdesk 4.x. We looked at upgrading
> Remedy, but the costs are just too high. In the meantime we've been
> looking at replacing it with something else, even looking at Service
> Desk Express (formerly Magic).
>
> Unfortunately our maintenance is due soon. My salesperson says that if
> we don't renew maintenance we would have to remove all Remedy licenses.
> That sounds more like a software subscription, not a maintenance
> contract.
>
> Obviously I have not looked at our license agreement, but in general, if
> you do not renew maintenance, is it true you have to stop using Remedy
> completely? Or, can you continue to use the licenses you've purchased,
> just without support and software updates?
>
> Thanks,
> James
>
>
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Need help on passing parameter to direct SQL

[Bao, Hui-Qing]

Hello:

 

I have a Set Field active link action which is using direct sql to get a
sum of difference between two fields. The sql statement is something
like below:

 

Select SUM ((C3 - C901001003)/60 ) from T573 Where C901001003 >= $Start
Date_int$ AND C901001003 <= $End Date_int$ AND C901002104 IS NOT NULL
AND C901002116 NOT LIKE 'SALES%'  $Product Criteria$

 

 'Product Criteria' is a character field which will be set dynamically
base on user action. I also have a Set Field action to 'build Product
Criteria': " AND C300088000 = " +  " '"+ $Product Name$ +  "' "

 

The goal is to generate a sql statement like below:

 

Select SUM ((C3 - C901001003)/60 ) from T573 Where C901001003 >=
1154059200 AND C901001003 <= 1217217600 AND C901002104 IS NOT NULL
C901002116 NOT LIKE 'SALES%'  AND C300088000 = 'HUB LINE CARD'

 

But when I run the report I got sql error: "Failure during SQL operation
to the database : Line 1: Incorrect syntax near 'Hub LINE CARD'."

 

When I check the database log, I saw system added a set of single quote
round 'HUB LINE CARD', the database log show the sql as

 

Select SUM ((C3 - C901001003)/60 ) from T573 Where C901001003 >=
1154059200 AND C901001003 <= 1217217600 AND C901002104 IS NOT NULL
C901002116 NOT LIKE 'SALES%'  AND C300088000 = ''HUB LINE CARD''

 

In Active link log, the value of 'Product Criteria' is:  AND C300088000
= 'HUB LINE CARD' , I don't know why system would add a set of single
quote just around 'HUB LINE CARD'. We are using SQL server 2000.

 

Please help!!!

 

Hui


_ 
This electronic message and any files transmitted with it contains
information from iDirect, which may be privileged, proprietary
and/or confidential. It is intended solely for the use of the individual
or entity to whom they are addressed. If you are not the original
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Re: Need help on passing parameter to direct SQL

[Matthew Perrault]

Hui,
The Reason that's happening is because you are passing a Single quote in a 
field. The Direct SQL still runs through the ARS Engine. So, when the ARS 
engine sees a single quote in a field, it escapes it out, by adding another 
single quote, that way the database will recognize it as a normal character 
instead of a special character. SQL uses the ' to deliminate charcter values. 
The reason they do that is because if you wanted to save a Person record with a 
last name like O'Maley, it has to be sent to the database as O''Maley. So the 
ARS engine always escapes out a single quote in a field. It does this to "be 
helpful".
The only way to do this is to set the two parts into 2 separate fields 
(probably in a separate form, that way you can push the values in Phase 1, to 
get the values in place). Then call a stored Procedure, passing in the 2 
integer values, and have the stored procedure pull the second part of the Where 
clause from the second form and places that into a variable. Then execute the 
whole thing as 1 line:
execute ('Select SUM ((C3 - C901001003)/60 ) from T573 Where C901001003 >=' + 
@int_val_1 + ' AND C901001003 <=' + @int_val2 + ' AND C901002104 IS NOT NULL 
AND C901002116 NOT LIKE ''SALES%'' WHERE ' + @ProductCriteria)

The following:
@int_val_1
@int_val2
@ ProductCriteria

Are variables defined in the SQL Stored Procedure
The first 2:
@int_val_1
@int_val2
Could be passed into the Stored Procedure when you call it from ARS.

The next one down:
@ ProductCriteria
You need to define in the Stored Procedure and have the Stored Procedure pull a 
value into it via:
@ ProductCriteria = SELECT.

We do have a RFC in to have the option on Direct SQL action to ignore the ' and 
not add an extra one to it.
They did have it working that way (it wouldn't add an extra ' ) in 7.0.0, but 
then "fixed it" in later version.

Hope That helps
Matt P.


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Bao, Hui-Qing
Sent: Monday, July 28, 2008 2:02 PM
To: arslist@ARSLIST.ORG
Subject: Need help on passing parameter to direct SQL

Hello:

I have a Set Field active link action which is using direct sql to get a sum of 
difference between two fields. The sql statement is something like below:

Select SUM ((C3 - C901001003)/60 ) from T573 Where C901001003 >= $Start 
Date_int$ AND C901001003 <= $End Date_int$ AND C901002104 IS NOT NULL AND 
C901002116 NOT LIKE 'SALES%'  $Product Criteria$

 'Product Criteria' is a character field which will be set dynamically base on 
user action. I also have a Set Field action to 'build Product Criteria': " AND 
C300088000 = " +  " '"+ $Product Name$ +  "' "

The goal is to generate a sql statement like below:

Select SUM ((C3 - C901001003)/60 ) from T573 Where C901001003 >= 1154059200 AND 
C901001003 <= 1217217600 AND C901002104 IS NOT NULL C901002116 NOT LIKE 
'SALES%'  AND C300088000 = 'HUB LINE CARD'

But when I run the report I got sql error: "Failure during SQL operation to the 
database : Line 1: Incorrect syntax near 'Hub LINE CARD'."

When I check the database log, I saw system added a set of single quote round 
'HUB LINE CARD', the database log show the sql as

Select SUM ((C3 - C901001003)/60 ) from T573 Where C901001003 >= 1154059200 AND 
C901001003 <= 1217217600 AND C901002104 IS NOT NULL C901002116 NOT LIKE 
'SALES%'  AND C300088000 = ''HUB LINE CARD''

In Active link log, the value of 'Product Criteria' is:  AND C300088000 = 'HUB 
LINE CARD' , I don't know why system would add a set of single quote just 
around 'HUB LINE CARD'. We are using SQL server 2000.

Please help!!!

Hui

_
This electronic message and any files transmitted with it contains
information from iDirect, which may be privileged, proprietary
and/or confidential. It is intended solely for the use of the individual
or entity to whom they are addressed. If you are not the original
recipient or the person responsible for delivering the email to the
intended recipient, be advised that you have received this email
in error, and that any use, dissemination, forwarding, printing, or
copying of this email is strictly prohibited. If you received this email
in error, please delete it and immediately notify the sender.
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BMC Out of Box reports

[Howard Richter]

Good afternoon all,

I hope you had a great weekend.

Now for the question, has anyone had issues with modifying the out of box
crystal reports?

I can create new reports with no issues, however I am getting some strange
issues changing the out of box ones.

FYI: this is ITSM 7, patch 7 running on 7.1 patch 3.

Thanks,

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

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Question: Help Desk 6.3

[T. Dee]

Does anyone know why when a user in Help Desk 6.3 is set as a Manager
they do not see the tickets assigned to their groups under the
Management Console?

Thanks!

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Re: BMC Out of Box reports

[Lisa Westerfield]

Yes.  I have tried to modify 2 of them and have been able to save them
to the report record, but they will not execute without strange errors.
We plan to work on this again tomorrow so I will let you know if I
discover anything new.

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter
Sent: Monday, July 28, 2008 2:40 PM
To: arslist@ARSLIST.ORG
Subject: BMC Out of Box reports

 

** 

Good afternoon all,

 

I hope you had a great weekend.

 

Now for the question, has anyone had issues with modifying the out of
box crystal reports?

 

I can create new reports with no issues, however I am getting some
strange issues changing the out of box ones.

 

FYI: this is ITSM 7, patch 7 running on 7.1 patch 3.

 

Thanks,

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

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Re: Question: Help Desk 6.3

[Rick Cook]

Are they a member of the App-Management group?

Rick

On Mon, Jul 28, 2008 at 12:43 PM, T. Dee <[EMAIL PROTECTED]> wrote:

> Does anyone know why when a user in Help Desk 6.3 is set as a Manager
> they do not see the tickets assigned to their groups under the
> Management Console?
>
> Thanks!
>
>
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Change Company Name

[versicle]

We've made a mistake in the name of the Company to which we already created
all the foundation data under. Is there a way to simply change the name of
the Company and have all the foundation data remain intact?

We are running ARS 7.1 patch 3 on Solaris 10 and Oracle 10 


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Re: BMC Out of Box reports

[Kathy Morris]

What are the error messages that you are receiving.? I worked quite a bit with 
modifying out-of-the box crystal reports and customizing reports.


-Original Message-
From: Howard Richter <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Mon, 28 Jul 2008 12:40 pm
Subject: BMC Out of Box reports


** 
Good afternoon all,

?

I hope you had a great weekend.

?

Now for the question, has anyone had issues with modifying the out of box 
crystal reports?

?

I can create new reports with no issues, however I am getting some strange 
issues changing the out of box ones.

?

FYI: this is ITSM 7, patch 7 running on 7.1 patch 3.

?

Thanks,

-- 
Howard Richter
Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified 
E-Mail = [EMAIL PROTECTED]
LinkedIn Profile = http://www.linkedin.com/in/hbr4270 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ 

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Re: Change Company Name

[Rick Cook]

Not without a lot of work.  You can give the company a nickname and then
change the nickname, but that's the only easy solution.  There was a thread
a couple months ago on what's entailed in changing the Company name.

Rick

On Mon, Jul 28, 2008 at 12:59 PM, versicle <[EMAIL PROTECTED]> wrote:

> We've made a mistake in the name of the Company to which we already created
> all the foundation data under. Is there a way to simply change the name of
> the Company and have all the foundation data remain intact?
>
> We are running ARS 7.1 patch 3 on Solaris 10 and Oracle 10
>

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Re: Need help on passing parameter to direct SQL

[Bao, Hui-Qing]

Thanks Matt,

 

I was hoping there will be a simply solution. L

 

Since I've never created stored procedure before, it will be a little
hard for me to implement your solution... Well, if that is the  only
solution, I guess I will have to dig into it, maybe this is the good
time for me to pick up a new skill. J

 

Thanks again!!

 

Hui

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Matthew Perrault
Sent: Monday, July 28, 2008 3:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Need help on passing parameter to direct SQL

 

** 

Hui,

The Reason that's happening is because you are passing a Single quote in
a field. The Direct SQL still runs through the ARS Engine. So, when the
ARS engine sees a single quote in a field, it escapes it out, by adding
another single quote, that way the database will recognize it as a
normal character instead of a special character. SQL uses the ' to
deliminate charcter values. The reason they do that is because if you
wanted to save a Person record with a last name like O'Maley, it has to
be sent to the database as O''Maley. So the ARS engine always escapes
out a single quote in a field. It does this to "be helpful".

The only way to do this is to set the two parts into 2 separate fields
(probably in a separate form, that way you can push the values in Phase
1, to get the values in place). Then call a stored Procedure, passing in
the 2 integer values, and have the stored procedure pull the second part
of the Where clause from the second form and places that into a
variable. Then execute the whole thing as 1 line:

execute ('Select SUM ((C3 - C901001003)/60 ) from T573 Where C901001003
>=' + @int_val_1 + ' AND C901001003 <=' + @int_val2 + ' AND C901002104
IS NOT NULL AND C901002116 NOT LIKE ''SALES%'' WHERE ' +
@ProductCriteria) 

 

The following:

@int_val_1

@int_val2

@ ProductCriteria

 

Are variables defined in the SQL Stored Procedure

The first 2: 

@int_val_1

@int_val2

Could be passed into the Stored Procedure when you call it from ARS.

 

The next one down:

@ ProductCriteria

You need to define in the Stored Procedure and have the Stored Procedure
pull a value into it via:

@ ProductCriteria = SELECT.

 

We do have a RFC in to have the option on Direct SQL action to ignore
the ' and not add an extra one to it.

They did have it working that way (it wouldn't add an extra ' ) in
7.0.0, but then "fixed it" in later version.

 

Hope That helps

Matt P.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bao, Hui-Qing
Sent: Monday, July 28, 2008 2:02 PM
To: arslist@ARSLIST.ORG
Subject: Need help on passing parameter to direct SQL

 

Hello:

 

I have a Set Field active link action which is using direct sql to get a
sum of difference between two fields. The sql statement is something
like below:

 

Select SUM ((C3 - C901001003)/60 ) from T573 Where C901001003 >= $Start
Date_int$ AND C901001003 <= $End Date_int$ AND C901002104 IS NOT NULL
AND C901002116 NOT LIKE 'SALES%'  $Product Criteria$

 

 'Product Criteria' is a character field which will be set dynamically
base on user action. I also have a Set Field action to 'build Product
Criteria': " AND C300088000 = " +  " '"+ $Product Name$ +  "' "

 

The goal is to generate a sql statement like below:

 

Select SUM ((C3 - C901001003)/60 ) from T573 Where C901001003 >=
1154059200 AND C901001003 <= 1217217600 AND C901002104 IS NOT NULL
C901002116 NOT LIKE 'SALES%'  AND C300088000 = 'HUB LINE CARD'

 

But when I run the report I got sql error: "Failure during SQL operation
to the database : Line 1: Incorrect syntax near 'Hub LINE CARD'."

 

When I check the database log, I saw system added a set of single quote
round 'HUB LINE CARD', the database log show the sql as

 

Select SUM ((C3 - C901001003)/60 ) from T573 Where C901001003 >=
1154059200 AND C901001003 <= 1217217600 AND C901002104 IS NOT NULL
C901002116 NOT LIKE 'SALES%'  AND C300088000 = ''HUB LINE CARD''

 

In Active link log, the value of 'Product Criteria' is:  AND C300088000
= 'HUB LINE CARD' , I don't know why system would add a set of single
quote just around 'HUB LINE CARD'. We are using SQL server 2000.

 

Please help!!!

 

Hui


_
This electronic message and any files transmitted with it contains
information from iDirect, which may be privileged, proprietary
and/or confidential. It is intended solely for the use of the individual
or entity to whom they are addressed. If you are not the original
recipient or the person responsible for delivering the email to the
intended recipient, be advised that you have received this email
in error, and that any use, dissemination, forwarding, printing, or
copying of this email is strictly prohibited. If you received this email
in error, please delete it and immediately notify the sender.
__

Re: BMC Out of Box reports

[Howard Richter]

They just will not pull anything back from the database.

For example take any of the incidnet reports, I have connected to the
database and when I refrech the report from Crystam, it will prompt you and
then say that there was no data to pull back.

If then create a new report (also on the HPD:Helpdek) it runs great.

Its very strange, almost like its not talking to the same database, but
there is only one connection.

Howard


On 7/28/08, Kathy Morris <[EMAIL PROTECTED]> wrote:
>
> ** What are the error messages that you are receiving.  I worked quite a
> bit with modifying out-of-the box crystal reports and customizing reports.
>
>
> -Original Message-
> From: Howard Richter <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Mon, 28 Jul 2008 12:40 pm
> Subject: BMC Out of Box reports
>
>  ** Good afternoon all,
>
> I hope you had a great weekend.
>
> Now for the question, has anyone had issues with modifying the out of box
> crystal reports?
>
> I can create new reports with no issues, however I am getting some strange
> issues changing the out of box ones.
>
> FYI: this is ITSM 7, patch 7 running on 7.1 patch 3.
>
> Thanks,
>
> --
> Howard Richter
> Red Hat Certified Technician
> CompTIA Linux+ Certified
> ITIL Foundation Certified
> E-Mail = [EMAIL PROTECTED]
> LinkedIn Profile = http://www.linkedin.com/in/hbr4270
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
>  --
> The Famous, the Infamous, the Lame - in your browser. Get the TMZ Toolbar
> Now !
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> 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

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Categorizations...

[Kathy Morris]

Hi All,

For Operational categorizations, I have followed the Remedy BMC recommended 
format - I believe in alignment with Rick Cook's helpful guidelines.

Category 1 - Verb
Category 2 - What we are servicing
Category 3: Asset

We are having trouble getting our organizational structure to fit into this 
model.? We want this to work.? The verb works fine.? The Asset works fine.?We 
have multiple business areas that may provide service Category 2.? We are 
concerned that Category 2 may become quite extensive as a result.

For example:??We have two divisions Help Desk and Client Processing Division 
that?may install?Email on a desktop. 

In this model our Operational Categorization would be:
Category 1 - install
Category 2 - Email
Category 3 - Desktop

For automated routing - we would not be able to know which group to route this 
ticket to.? I had advised the team not to have 4 tiers.? The team has asked 
that I develop an additional 1st level to filter the Operational 
Categorizations based upon the Business Unit that is going to provide the 
service.? Which is really adding a 4th tier.? My concern is that I have always 
been told to avoid 4 tiers and I know this is going to be spread across the 
entire applications (Change, Asset, Service Levels, etc ).?? Are we going 
down the wrong path here?

The structure they want is
Business Unit:? Help Desk
Category 1 - install
Category 2 - Email
Category 3 - Desktop

If the 1st level is equal to "Help Desk" the hierarchy would filter based upon 
the values the filter the categories based upon the Help Desk categorizations.? 
The team?wants this enhancement to be in the Help Desk form only.? However to 
do automatic assignment we would need to change the Assignment Configuration 
form also.







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Re: Categorizations...

[Pierson, Shawn]

Couldn't you do this by also looking at the Location information instead?  If 
not location, what criteria is used to determine which group gets assigned the 
work?  In our case, we use location because each location has their own local 
I.T. help, separate from the actual help desk.  If there is some other criteria 
for you, I would pore over the Assignment Engine documentation to see what else 
you can assign on that would work, instead of customizing it.

Shawn Pierson

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Kathy Morris
Sent: Monday, July 28, 2008 3:35 PM
To: arslist@ARSLIST.ORG
Subject: Categorizations...

** Hi All,

For Operational categorizations, I have followed the Remedy BMC recommended 
format - I believe in alignment with Rick Cook's helpful guidelines.

Category 1 - Verb
Category 2 - What we are servicing
Category 3: Asset

We are having trouble getting our organizational structure to fit into this 
model.  We want this to work.  The verb works fine.  The Asset works fine. We 
have multiple business areas that may provide service Category 2.  We are 
concerned that Category 2 may become quite extensive as a result.

For example:  We have two divisions Help Desk and Client Processing Division 
that may install Email on a desktop.

In this model our Operational Categorization would be:
Category 1 - install
Category 2 - Email
Category 3 - Desktop

For automated routing - we would not be able to know which group to route this 
ticket to.  I had advised the team not to have 4 tiers.  The team has asked 
that I develop an additional 1st level to filter the Operational 
Categorizations based upon the Business Unit that is going to provide the 
service.  Which is really adding a 4th tier.  My concern is that I have always 
been told to avoid 4 tiers and I know this is going to be spread across the 
entire applications (Change, Asset, Service Levels, etc ).   Are we going 
down the wrong path here?

The structure they want is
Business Unit:  Help Desk
Category 1 - install
Category 2 - Email
Category 3 - Desktop

If the 1st level is equal to "Help Desk" the hierarchy would filter based upon 
the values the filter the categories based upon the Help Desk categorizations.  
The team wants this enhancement to be in the Help Desk form only.  However to 
do automatic assignment we would need to change the Assignment Configuration 
form also.






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Re: Categorizations...

[Rick Cook]

I would make the Tier 2 more generic - rather than naming each application
(which the DSL will identify for you), make it "Application".

Rick

On Mon, Jul 28, 2008 at 1:52 PM, Pierson, Shawn <[EMAIL PROTECTED]>wrote:

> **
>
> Couldn't you do this by also looking at the Location information instead?
> If not location, what criteria is used to determine which group gets
> assigned the work?  In our case, we use location because each location has
> their own local I.T. help, separate from the actual help desk.  If there is
> some other criteria for you, I would pore over the Assignment Engine
> documentation to see what else you can assign on that would work, instead of
> customizing it.
>
>
>
> Shawn Pierson
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Kathy Morris
> *Sent:* Monday, July 28, 2008 3:35 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Categorizations...
>
>
>
> ** Hi All,
>
> For Operational categorizations, I have followed the Remedy BMC recommended
> format - I believe in alignment with Rick Cook's helpful guidelines.
>
> Category 1 - Verb
> Category 2 - What we are servicing
> Category 3: Asset
>
> We are having trouble getting our organizational structure to fit into this
> model.  We want this to work.  The verb works fine.  The Asset works
> fine. We have multiple business areas that may provide service Category 2.
> We are concerned that Category 2 may become quite extensive as a result.
>
> For example:  We have two divisions Help Desk and Client Processing
> Division that may install Email on a desktop.
>
> In this model our Operational Categorization would be:
> Category 1 - install
> Category 2 - Email
> Category 3 - Desktop
>
> For automated routing - we would not be able to know which group to route
> this ticket to.  I had advised the team not to have 4 tiers.  The team has
> asked that I develop an additional 1st level to filter the Operational
> Categorizations based upon the Business Unit that is going to provide the
> service.  Which is really adding a 4th tier.  My concern is that I have
> always been told to avoid 4 tiers and I know this is going to be spread
> across the entire applications (Change, Asset, Service Levels, etc ).
> Are we going down the wrong path here?
>
> The structure they want is
> Business Unit:  Help Desk
> Category 1 - install
> Category 2 - Email
> Category 3 - Desktop
>
> If the 1st level is equal to "Help Desk" the hierarchy would filter based
> upon the values the filter the categories based upon the Help Desk
> categorizations.  The team wants this enhancement to be in the Help Desk
> form only.  However to do automatic assignment we would need to change the
> Assignment Configuration form also.
>
>
>
>
>
>   --
>
> The Famous, the Infamous, the Lame - in your browser. Get the TMZ Toolbar
> Now !
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
>  Private and confidential as detailed 
> here.
> If you cannot access hyperlink, please e-mail sender.
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
>

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Re: Question: Help Desk 6.3

[T. Dee]

Not sure - do they need to be?

Thanks!



On Mon, Jul 28, 2008 at 3:55 PM, Rick Cook <[EMAIL PROTECTED]> wrote:
> **
> Are they a member of the App-Management group?
>
> Rick
>
> On Mon, Jul 28, 2008 at 12:43 PM, T. Dee <[EMAIL PROTECTED]> wrote:
>>
>> Does anyone know why when a user in Help Desk 6.3 is set as a Manager
>> they do not see the tickets assigned to their groups under the
>> Management Console?
>>
>> Thanks!
>>
>>
>> ___
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>
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Re: Change Company Name

[Michael Ziniti]

How do I give a Company a nickname? I've added an alias but that doesn't
seem to have helped.

 

Michael Ziniti

 

DCO - ITAM
San Francisco
Direct: 925-974-5273
Cell: 516-729-8150
AIM:  MikePZiniti



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Monday, July 28, 2008 1:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Change Company Name

 

** 

Not without a lot of work.  You can give the company a nickname and then
change the nickname, but that's the only easy solution.  There was a
thread a couple months ago on what's entailed in changing the Company
name.

Rick

On Mon, Jul 28, 2008 at 12:59 PM, versicle <[EMAIL PROTECTED]> wrote:

We've made a mistake in the name of the Company to which we already
created
all the foundation data under. Is there a way to simply change the name
of
the Company and have all the foundation data remain intact?

We are running ARS 7.1 patch 3 on Solaris 10 and Oracle 10

 

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html___ 



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proprietary, or otherwise private information.  If you have received it in 
error, please notify the sender immediately and delete the original.  Any other 
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Re: Change Company Name

[Roger Justice]

There is a new patch 9005 that will allow this to be done.


-Original Message-
From: versicle <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Mon, 28 Jul 2008 3:59 pm
Subject: Change Company Name



We've made a mistake in the name of the Company to which we already created
all the foundation data under. Is there a way to simply change the name of
the Company and have all the foundation data remain intact?

We are running ARS 7.1 patch 3 on Solaris 10 and Oracle 10 


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Re: Question: Help Desk 6.3

[Rick Cook]

To have permissions to the fields and the console, yes!  The ITSM 5/6
permission model is pretty simple.  App-Support gives you the Support
module, and perms therein.  App-Management does likewise for the Mgmt.
console.  App-Administrator gives access to the configuration data console.

Rick

On Mon, Jul 28, 2008 at 3:13 PM, T. Dee <[EMAIL PROTECTED]> wrote:

> Not sure - do they need to be?
>
> Thanks!
>
>
>
> On Mon, Jul 28, 2008 at 3:55 PM, Rick Cook <[EMAIL PROTECTED]> wrote:
> > **
> > Are they a member of the App-Management group?
> >
> > Rick
> >
> > On Mon, Jul 28, 2008 at 12:43 PM, T. Dee <[EMAIL PROTECTED]> wrote:
> >>
> >> Does anyone know why when a user in Help Desk 6.3 is set as a Manager
> >> they do not see the tickets assigned to their groups under the
> >> Management Console?
> >>
> >> 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___
>
>
> ___
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Re: Change Company Name

[Howard Richter]

I thought that BMC was going to come out with some tool to do that. In fact
I thought it was coming out this month.

Howard


On 7/28/08, Michael Ziniti <[EMAIL PROTECTED]> wrote:
>
> **
>
> How do I give a Company a nickname? I've added an alias but that doesn't
> seem to have helped.
>
>
>
> Michael Ziniti
>
>
>
> DCO - ITAM
> San Francisco
> Direct: 925-974-5273
> Cell: 516-729-8150
> AIM:  MikePZiniti
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Rick Cook
> *Sent:* Monday, July 28, 2008 1:06 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Change Company Name
>
>
>
> **
>
> Not without a lot of work.  You can give the company a nickname and then
> change the nickname, but that's the only easy solution.  There was a thread
> a couple months ago on what's entailed in changing the Company name.
>
> Rick
>
> On Mon, Jul 28, 2008 at 12:59 PM, versicle <[EMAIL PROTECTED]> wrote:
>
> We've made a mistake in the name of the Company to which we already created
> all the foundation data under. Is there a way to simply change the name of
> the Company and have all the foundation data remain intact?
>
> We are running ARS 7.1 patch 3 on Solaris 10 and Oracle 10
>
>
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
>
> This message is for the designated recipient only and may contain
> privileged, proprietary, or otherwise private information. If you have
> received it in error, please notify the sender immediately and delete the
> original. Any other use of the email by you is prohibited.
> __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

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Re: Can Client 5.1.2 be used while the ARS server has been upgraded to 7.1

[Susan Palmer]

Manjari,

That was our strategy when we upgraded from 5.1.2 to 7.0.1P3 and it caused
us a tremendous amount of grief.  It worked in the past to keep an older
version of the user tool but with this combination it was terrible.
Something in the login process would cause issues and threads would generate
once the error was produced.  Once it generated the max number of threads to
our oracle database we stopped working.We were restarting remedy
services 10-12 times a day.  Working with bmc it took us 3 weeks to figure
out it was the user tool and once we starting upgrading them the problem
went away.  You should find numerous posts under my name regarding our
upgrade from June, 2007.

You may not have the same issues.

Susan

On Mon, Jul 28, 2008 at 7:10 AM, Shrestha, Manjari R. <
[EMAIL PROTECTED]> wrote:

> **
>
> Hello,
>
>
>
> I have upgraded ARS server from 5.1.2 to 7.1. Can we use client 5.1.2 with
> the upgraded server? I am planning to upgrade the client as well but wanted
> to wait for few weeks just to be on the safe side. Please advise.
>
>
>
>
>
> Thanks!
>
>
>
> *Manjari R. Shrestha*
>
>
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Re: Change Company Name

[Roger Justice]

It is called Patch 9005.


-Original Message-
From: Howard Richter <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Mon, 28 Jul 2008 6:49 pm
Subject: Re: Change Company Name


** 
I thought that BMC was going to come out with some tool to do that. In fact I 
thought it was coming out this month.

?

Howard

?

On 7/28/08, Michael Ziniti <[EMAIL PROTECTED]> wrote: 
** 


How do I give a Company a nickname? I've added an alias but that doesn't seem 
to have helped.

?


Michael Ziniti

?

DCO - ITAM
San Francisco
Direct: 925-974-5273
Cell: 516-729-8150
AIM: ?MikePZiniti





From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Rick Cook
Sent: Monday, July 28, 2008 1:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Change Company Name


?

** 


Not without a lot of work.? You can give the company a nickname and then change 
the nickname, but that's the only easy solution.? There was a thread a couple 
months ago on what's entailed in changing the Company name.

Rick


On Mon, Jul 28, 2008 at 12:59 PM, versicle <[EMAIL PROTECTED]> wrote:

We've made a mistake in the name of the Company to which we already created
all the foundation data under. Is there a way to simply change the name of
the Company and have all the foundation data remain intact?

We are running ARS 7.1 patch 3 on Solaris 10 and Oracle 10


?


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This message is for the designated recipient only and may contain privileged, 
proprietary, or otherwise private information. If you have received it in 
error, please notify the sender immediately and delete the original. Any other 
use of the email by you is prohibited.


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-- 
Howard Richter
Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified 
E-Mail = [EMAIL PROTECTED]
LinkedIn Profile = http://www.linkedin.com/in/hbr4270 __Platinum Sponsor: 
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Re: Question: Help Desk 6.3

[Steven Pataray]

The manager would need to be part of the group to see that groups tickets.
Just like support.
Steve

On Mon, Jul 28, 2008 at 9:43 AM, T. Dee <[EMAIL PROTECTED]> wrote:

> Does anyone know why when a user in Help Desk 6.3 is set as a Manager
> they do not see the tickets assigned to their groups under the
> Management Console?
>
> Thanks!
>
>
> ___
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Performance improvement

[sam appecherla]

Hi,

Can you please suggest me some performance improving tips in Remedy?

Regards,
SriSamSri Appecherla
Mobile# +91 991 610 6008

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Re: Performance improvement

[patrick zandi]

no more than 7 indexes of any kind on any 1 form that is for submitting -
(makes the creates faster)
15 for history (archived)

I have 12 more...  That I know others will share.

=8-)

On Mon, Jul 28, 2008 at 9:47 PM, sam appecherla <[EMAIL PROTECTED]>wrote:

> ** Hi,
>
> Can you please suggest me some performance improving tips in Remedy?
>
> Regards,
> SriSamSri Appecherla
> Mobile# +91 991 610 6008
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___




-- 
Patrick Zandi

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Re: Performance improvement

[Axton]

Find where it's slow, then make it faster.  Is that on queue?  Places to look:
- db queries (indexing, find full table scans and fix them)
- db tuning (cursor sharing, lob storage, etc.)
- network performance (for various critical communication paths)
- app design (server vs. client workflow)
- data model (what % of cpu time is used just copying the same data
over and over again)

Axton Grams

On Mon, Jul 28, 2008 at 11:14 PM, patrick zandi <[EMAIL PROTECTED]> wrote:
> **
> no more than 7 indexes of any kind on any 1 form that is for submitting -
> (makes the creates faster)
> 15 for history (archived)
>
> I have 12 more...  That I know others will share.
>
> =8-)
>
> On Mon, Jul 28, 2008 at 9:47 PM, sam appecherla <[EMAIL PROTECTED]>
> wrote:
>>
>> **
>> Hi,
>>
>> Can you please suggest me some performance improving tips in Remedy?
>> Regards,
>> SriSamSri Appecherla
>> Mobile# +91 991 610 6008
>> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>> html___
>
>
> --
> Patrick Zandi
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: Categorizations...

[Sebastiaan de Man]

Hi Kathy,

I would also make the second tier far more generic. You also have the
product categorization to specify what you are actually installing. As for
the Business Unit, is there any way to get this information from your
CTM:People form? For example the location, or maybe separate the business
unit into two Companies? (Of course this would be a bad approach if you are
at the stage of merging companies).

Cheers,

Sebastiaan

2008/7/28 Rick Cook <[EMAIL PROTECTED]>

> ** I would make the Tier 2 more generic - rather than naming each
> application (which the DSL will identify for you), make it "Application".
>
> Rick
>
>
> On Mon, Jul 28, 2008 at 1:52 PM, Pierson, Shawn <[EMAIL PROTECTED]>wrote:
>
>> **
>>
>> Couldn't you do this by also looking at the Location information instead?
>> If not location, what criteria is used to determine which group gets
>> assigned the work?  In our case, we use location because each location has
>> their own local I.T. help, separate from the actual help desk.  If there is
>> some other criteria for you, I would pore over the Assignment Engine
>> documentation to see what else you can assign on that would work, instead of
>> customizing it.
>>
>>
>>
>> Shawn Pierson
>>
>>
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> [EMAIL PROTECTED] *On Behalf Of *Kathy Morris
>> *Sent:* Monday, July 28, 2008 3:35 PM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Categorizations...
>>
>>
>>
>> ** Hi All,
>>
>> For Operational categorizations, I have followed the Remedy BMC
>> recommended format - I believe in alignment with Rick Cook's helpful
>> guidelines.
>>
>> Category 1 - Verb
>> Category 2 - What we are servicing
>> Category 3: Asset
>>
>> We are having trouble getting our organizational structure to fit into
>> this model.  We want this to work.  The verb works fine.  The Asset works
>> fine. We have multiple business areas that may provide service Category 2.
>> We are concerned that Category 2 may become quite extensive as a result.
>>
>> For example:  We have two divisions Help Desk and Client Processing
>> Division that may install Email on a desktop.
>>
>> In this model our Operational Categorization would be:
>> Category 1 - install
>> Category 2 - Email
>> Category 3 - Desktop
>>
>> For automated routing - we would not be able to know which group to route
>> this ticket to.  I had advised the team not to have 4 tiers.  The team has
>> asked that I develop an additional 1st level to filter the Operational
>> Categorizations based upon the Business Unit that is going to provide the
>> service.  Which is really adding a 4th tier.  My concern is that I have
>> always been told to avoid 4 tiers and I know this is going to be spread
>> across the entire applications (Change, Asset, Service Levels, etc ).
>> Are we going down the wrong path here?
>>
>> The structure they want is
>> Business Unit:  Help Desk
>> Category 1 - install
>> Category 2 - Email
>> Category 3 - Desktop
>>
>> If the 1st level is equal to "Help Desk" the hierarchy would filter based
>> upon the values the filter the categories based upon the Help Desk
>> categorizations.  The team wants this enhancement to be in the Help Desk
>> form only.  However to do automatic assignment we would need to change the
>> Assignment Configuration form also.
>>
>>
>>
>>
>>
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>>
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Not able to install AR Server on IBM AIX 5

[AR_User]

Hello All,

We have a following configuration:
Platform: IBM AIX 5.3 64-bit version
Database: Oracle 10g 64-bit version

I m trying to install AR Server on Applicaition server having same platform
and Oracle 10g Client.

But whenever I try to install AR Server I m getting stuck in between. I
checked both arDBErrorlog and it says that 'ARSystem' tablespace already
exists but not for ARAdmin.

If I try to provide some other name e.g. ARS then it again says that 'ARS'
tablespace already exists but not for ARAdmin.

After this I checked in Oracle but I could not find any tablespace other
than system tablespaces. 

Does anyone know whats wrong with me?
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