Not able to install AR Server on IBM AIX 5
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? -- View this message in context: http://www.nabble.com/Not-able-to-install-AR-Server-on-IBM-AIX-5-tp18706464p18706464.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Speed of Data Import
Morning List. I wonder if anyone can give me some advice. We are trying to build a data import facility into Remedy. This will enable users to import .csv files with up to 50,000 records into a staging form. We would like to give the users the ability to validate these records (based on a set of user defined criteria) and then load them into the AST:Configuration Item (CI) form. Here is our current design: Web based tool pushes data in .csv file into Oracle table. Once this is done (50,000 records takes about 8 minutes), it calls a web service which starts up a Remedy API. The API loops round the records in the Oracle table and inserts them into a Remedy form. Validation occurs on this form (E.g. Is Company field Mandatory, Unique or a Primary Key) and using a console, the user is able to insert the records into the AST:Configuration Item (CI) form. This design came about because we are unwilling to provide Administrator Access to our server to allow users to use the Remedy Import Tool. This design works. However, there is a lot of validation going on on the Remedy staging form. This means that to process 10,000 records takes about 2 hours. The validation takes 1.38 seconds per record. If we have a customer wanting to validate 50,000 records daily we are looking at about 10 hours. This is not acceptable. I have a few questions: 1. Is this design the right way to go about this? 2. Has anyone else done anything like this for the amount of records we are talking about? 3. Has anyone got any suggestions to improve the speed (aside from the usual indexes etc)? We could potentially move the validation to the Web side of things (Biz Talk server), but would utilising the API to do a Merge operation significantly help matters? ARS Version 6.3 patch 24 Oracle 9.2 Windows 2003 servers Hope you can help! Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: [EMAIL PROTECTED] W: www.computacenter.com ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Speed of Data Import
Gavin We have just developed an user bulk updating solution whereby the user attaches a csv file into a standard attachment field on a standard Remedy form and saves a new record. The attachment is saved to the server and the save triggers a command line (Run Process) Import using a shell script (Unix) and a previously created mapping file. The import then populates the target table in Remedy. The benefit is that the mapping file can be set to require (or otherwise) Mandatory fields, update previous records (as is required in our case) or create new entries for each record. As it is a Remedy tool, the usual rules are applied to creating the new records in the target table, i.e. field lengths, types, etc. Hopefully the original CSV file will have been thoroughly checked anyway I have run a couple of thousand records through it, taking a few minutes but I haven't gone to tens of thousands, yet... We are ARS 6.3 patch 23, Oracle 9.2, AIX 5.2 but I am sure there will be a Windows alternative for our shell script... I can give you some details if it would help. Mark Rushton IBM Global Services Remedy Engineering Development Team Email: [EMAIL PROTECTED] Tel: 01962 822863 Mob: 07930 336843 Coleman, Gavin [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 29/07/2008 08:50 Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Speed of Data Import ** Morning List. I wonder if anyone can give me some advice. We are trying to build a data import facility into Remedy. This will enable users to import .csv files with up to 50,000 records into a staging form. We would like to give the users the ability to validate these records (based on a set of user defined criteria) and then load them into the AST:Configuration Item (CI) form. Here is our current design: Web based tool pushes data in .csv file into Oracle table. Once this is done (50,000 records takes about 8 minutes), it calls a web service which starts up a Remedy API. The API loops round the records in the Oracle table and inserts them into a Remedy form. Validation occurs on this form (E.g. Is Company field Mandatory, Unique or a Primary Key) and using a console, the user is able to insert the records into the AST:Configuration Item (CI) form. This design came about because we are unwilling to provide Administrator Access to our server to allow users to use the Remedy Import Tool. This design works. However, there is a lot of validation going on on the Remedy staging form. This means that to process 10,000 records takes about 2 hours. The validation takes 1.38 seconds per record. If we have a customer wanting to validate 50,000 records daily we are looking at about 10 hours. This is not acceptable. I have a few questions: 1. Is this design the right way to go about this? 2. Has anyone else done anything like this for the amount of records we are talking about? 3. Has anyone got any suggestions to improve the speed (aside from the usual indexes etc)? We could potentially move the validation to the Web side of things (Biz Talk server), but would utilising the API to do a Merge operation significantly help matters? ARS Version 6.3 patch 24 Oracle 9.2 Windows 2003 servers Hope you can help! Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: [EMAIL PROTECTED] W: www.computacenter.com ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Unless stated otherwise above: IBM United Kingdom Limited - Registered in England and Wales with number 741598. Registered office: PO Box 41, North Harbour, Portsmouth, Hampshire PO6 3AU ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Re: Speed of Data Import
Mark - I think that would be useful! Would you mind contacting me off list to discuss this? Many thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: [EMAIL PROTECTED] W: www.computacenter.com From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mark Rushton Sent: 29 July 2008 09:27 To: arslist@ARSLIST.ORG Subject: Re: Speed of Data Import ** Gavin We have just developed an user bulk updating solution whereby the user attaches a csv file into a standard attachment field on a standard Remedy form and saves a new record. The attachment is saved to the server and the save triggers a command line (Run Process) Import using a shell script (Unix) and a previously created mapping file. The import then populates the target table in Remedy. The benefit is that the mapping file can be set to require (or otherwise) Mandatory fields, update previous records (as is required in our case) or create new entries for each record. As it is a Remedy tool, the usual rules are applied to creating the new records in the target table, i.e. field lengths, types, etc. Hopefully the original CSV file will have been thoroughly checked anyway I have run a couple of thousand records through it, taking a few minutes but I haven't gone to tens of thousands, yet... We are ARS 6.3 patch 23, Oracle 9.2, AIX 5.2 but I am sure there will be a Windows alternative for our shell script... I can give you some details if it would help. Mark Rushton IBM Global Services Remedy Engineering Development Team Email: [EMAIL PROTECTED] Tel: 01962 822863 Mob: 07930 336843 Coleman, Gavin [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 29/07/2008 08:50 Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Speed of Data Import ** Morning List. I wonder if anyone can give me some advice. We are trying to build a data import facility into Remedy. This will enable users to import .csv files with up to 50,000 records into a staging form. We would like to give the users the ability to validate these records (based on a set of user defined criteria) and then load them into the AST:Configuration Item (CI) form. Here is our current design: Web based tool pushes data in .csv file into Oracle table. Once this is done (50,000 records takes about 8 minutes), it calls a web service which starts up a Remedy API. The API loops round the records in the Oracle table and inserts them into a Remedy form. Validation occurs on this form (E.g. Is Company field Mandatory, Unique or a Primary Key) and using a console, the user is able to insert the records into the AST:Configuration Item (CI) form. This design came about because we are unwilling to provide Administrator Access to our server to allow users to use the Remedy Import Tool. This design works. However, there is a lot of validation going on on the Remedy staging form. This means that to process 10,000 records takes about 2 hours. The validation takes 1.38 seconds per record. If we have a customer wanting to validate 50,000 records daily we are looking at about 10 hours. This is not acceptable. I have a few questions: 1. Is this design the right way to go about this? 2. Has anyone else done anything like this for the amount of records we are talking about? 3. Has anyone got any suggestions to improve the speed (aside from the usual indexes etc)? We could potentially move the validation to the Web side of things (Biz Talk server), but would utilising the API to do a Merge operation significantly help matters? ARS Version 6.3 patch 24 Oracle 9.2 Windows 2003 servers Hope you can help! Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: [EMAIL PROTECTED] W: www.computacenter.com ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from:
Webservice access
Hi all, An upstream system is trying to connect to my component and this is happening via Webservice. I haven't specified any default user name for the webservice. I need to make sure that only login name in the user form should have the access to the webservice. How can I restrict that? Thanks Regards Saravanan Palaniappan ITSM To teach and to learn, to laugh and make others laugh. This is my purpose. Any day I don't do this was not worth the time it took to get through it. This message, including any attachments, contains confidential information intended for a specific individual and purpose, and is intended for the addressee only. Any unauthorized disclosure, use, dissemination, copying, or distribution of this message or any of its attachments or the information contained in this e-mail, or the taking of any action based on it, is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail and delete this message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Performance improvement
Hi all . Sorry , but i don't understand your answers .And i have major problem with performance . 1 . no more than 7 indexes of any kind on any 1 form that is for submitting What is an index in remedy ? How can i know how many indexes I have on a form ? 2. Find where it's slow, then make it faster. I Wish .. this is the problem you can't point out and say where and I don't know how to make it faster . It sounds easy when you say it :) Best Regards, sharon mamon-meged AR System administrator phone : 972-3-9165229 moblie : 050-9165229 Axton [EMAIL PROTECTED] L.COM To Sent by: Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList)Subject [EMAIL PROTECTED] Re: Performance improvement ORG 29/07/2008 06:26 Please respond to [EMAIL PROTECTED] RG 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___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Speed of Data Import
Gavin, I have been looking at a solution like this for a client as well. However the development costs were high and they wanted the flexibility to modify mappings on the fly. So we have decided to train key users in to how to use the import tool and to modify mappings. They need to bulk load data to the cmdb so we are loading to a holding form first where it will then update or inset new records to certain AST forms. This will be controlled by workflow on the holding form. I can advise that you do not need to be an administrator to run the import tool. You can do it with APP:Support provided you have write access to the fields you are completing. Brian Bishop From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mark Rushton Sent: 29 July 2008 09:27 To: arslist@ARSLIST.ORG Subject: Re: Speed of Data Import ** Gavin We have just developed an user bulk updating solution whereby the user attaches a csv file into a standard attachment field on a standard Remedy form and saves a new record. The attachment is saved to the server and the save triggers a command line (Run Process) Import using a shell script (Unix) and a previously created mapping file. The import then populates the target table in Remedy. The benefit is that the mapping file can be set to require (or otherwise) Mandatory fields, update previous records (as is required in our case) or create new entries for each record. As it is a Remedy tool, the usual rules are applied to creating the new records in the target table, i.e. field lengths, types, etc. Hopefully the original CSV file will have been thoroughly checked anyway I have run a couple of thousand records through it, taking a few minutes but I haven't gone to tens of thousands, yet... We are ARS 6.3 patch 23, Oracle 9.2, AIX 5.2 but I am sure there will be a Windows alternative for our shell script... I can give you some details if it would help. Mark Rushton IBM Global Services Remedy Engineering Development Team Email: [EMAIL PROTECTED] Tel: 01962 822863 Mob: 07930 336843 Coleman, Gavin [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 29/07/2008 08:50 Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Speed of Data Import ** Morning List. I wonder if anyone can give me some advice. We are trying to build a data import facility into Remedy. This will enable users to import .csv files with up to 50,000 records into a staging form. We would like to give the users the ability to validate these records (based on a set of user defined criteria) and then load them into the AST:Configuration Item (CI) form. Here is our current design: Web based tool pushes data in .csv file into Oracle table. Once this is done (50,000 records takes about 8 minutes), it calls a web service which starts up a Remedy API. The API loops round the records in the Oracle table and inserts them into a Remedy form. Validation occurs on this form (E.g. Is Company field Mandatory, Unique or a Primary Key) and using a console, the user is able to insert the records into the AST:Configuration Item (CI) form. This design came about because we are unwilling to provide Administrator Access to our server to allow users to use the Remedy Import Tool. This design works. However, there is a lot of validation going on on the Remedy staging form. This means that to process 10,000 records takes about 2 hours. The validation takes 1.38 seconds per record. If we have a customer wanting to validate 50,000 records daily we are looking at about 10 hours. This is not acceptable. I have a few questions: 1. Is this design the right way to go about this? 2. Has anyone else done anything like this for the amount of records we are talking about? 3. Has anyone got any suggestions to improve the speed (aside from the usual indexes etc)? We could potentially move the validation to the Web side of things (Biz Talk server), but would utilising the API to do a Merge operation significantly help matters? ARS Version 6.3 patch 24 Oracle 9.2 Windows 2003 servers Hope you can help! Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: [EMAIL PROTECTED] W: www.computacenter.com ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of
Re: After server reboot the status of the Remedy service is started, but it has to be restarted in order to login to Remedy(SOLVED)
Thank you Gary and Danny, I followed Gary's advice and it has solved my issue. Thanks! Manjari R. Shrestha Junior Programmer Analyst From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gary Opela (Corporate) Sent: Monday, July 28, 2008 11:41 AM To: arslist@ARSLIST.ORG Subject: Re: After server reboot the status of the Remedy service is started, but it has to be restarted in order to login to Remedy 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 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html_Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Can Client 5.1.2 be used while the ARS server has been upgraded to 7.1(SOLVED)
Thank you Susan, Shawn and Carey for your input, I went ahead and upgraded the user tool to 7.1 :-). Thanks! Manjari R. Shrestha Junior Programmer Analyst SAIC 12530 Parklawn Drive, Suite 350 Rockville, MD 20852 Office: (301) 998-7364 [EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer Sent: Monday, July 28, 2008 7:07 PM To: arslist@ARSLIST.ORG Subject: Re: Can Client 5.1.2 be used while the ARS server has been upgraded to 7.1 ** 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 __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Performance improvement
sharon mamon-meged and/or SriSamSri Appecherla, There is a whole class that BMC offers that is dedicated to this problem. BMC Remedy AR System 7.x: Performance Tuning and Troubleshooting. It is one of the best classes that they offer. -- 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 Tue, Jul 29, 2008 at 5:19 AM, Sharon-Michal Mamon-Meged [EMAIL PROTECTED] wrote: Hi all . Sorry , but i don't understand your answers .And i have major problem with performance . 1 . no more than 7 indexes of any kind on any 1 form that is for submitting What is an index in remedy ? How can i know how many indexes I have on a form ? 2. Find where it's slow, then make it faster. I Wish .. this is the problem you can't point out and say where and I don't know how to make it faster . It sounds easy when you say it :) Best Regards, sharon mamon-meged AR System administrator phone : 972-3-9165229 moblie : 050-9165229 Axton [EMAIL PROTECTED] L.COM To Sent by: Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList)Subject [EMAIL PROTECTED] Re: Performance improvement ORG 29/07/2008 06:26 Please respond to [EMAIL PROTECTED] RG 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___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Performance improvement
Thank you for your mail :) Where can i find this class ? Best Regards, sharon mamon-meged AR System administrator phone : 972-3-9165229 moblie : 050-9165229 Carey Matthew Black [EMAIL PROTECTED] To COM arslist@ARSLIST.ORG Sent by: Action cc Request System discussionSubject list(ARSList)Re: Performance improvement [EMAIL PROTECTED] ORG 29/07/2008 13:54 Please respond to [EMAIL PROTECTED] RG sharon mamon-meged and/or SriSamSri Appecherla, There is a whole class that BMC offers that is dedicated to this problem. BMC Remedy AR System 7.x: Performance Tuning and Troubleshooting. It is one of the best classes that they offer. -- 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 Tue, Jul 29, 2008 at 5:19 AM, Sharon-Michal Mamon-Meged [EMAIL PROTECTED] wrote: Hi all . Sorry , but i don't understand your answers .And i have major problem with performance . 1 . no more than 7 indexes of any kind on any 1 form that is for submitting What is an index in remedy ? How can i know how many indexes I have on a form ? 2. Find where it's slow, then make it faster. I Wish .. this is the problem you can't point out and say where and I don't know how to make it faster . It sounds easy when you say it :) Best Regards, sharon mamon-meged AR System administrator phone : 972-3-9165229 moblie : 050-9165229 Axton [EMAIL PROTECTED] L.COM To Sent by: Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList)Subject [EMAIL PROTECTED] Re: Performance improvement ORG 29/07/2008 06:26 Please respond to [EMAIL PROTECTED] RG 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___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access
Re: Performance improvement
sharon mamon-meged, http://services.bmc.com/education/register/default.cfm Course Title = BMC Remedy AR System 7.x: Performance Tuning and Troubleshooting ... etc... etc... pick how you want to take the class ( online, or in a classroom...) Pay for the class.. etc.. ( looks like about $1300 USD currently) -- 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 Tue, Jul 29, 2008 at 6:59 AM, Sharon-Michal Mamon-Meged [EMAIL PROTECTED] wrote: Thank you for your mail :) Where can i find this class ? Best Regards, sharon mamon-meged AR System administrator phone : 972-3-9165229 moblie : 050-9165229 Carey Matthew Black [EMAIL PROTECTED] To COM arslist@ARSLIST.ORG Sent by: Action cc Request System discussionSubject list(ARSList)Re: Performance improvement [EMAIL PROTECTED] ORG 29/07/2008 13:54 Please respond to [EMAIL PROTECTED] RG sharon mamon-meged and/or SriSamSri Appecherla, There is a whole class that BMC offers that is dedicated to this problem. BMC Remedy AR System 7.x: Performance Tuning and Troubleshooting. It is one of the best classes that they offer. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. snip 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Licensing Question
** about whether you have to remove your licenses/server - read your EULA and your purchasing contract. Here is a link to the standard BMC EULA -http://arswiki.org/wiki/BMC's_EULA Why do you say it will cost too much to move to version 7? If you have been paying support you are entitled to the software. With patch 9005 BMC has provided the tools to migrate your foundation and transaction data. Am I missing something? 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: Licensing QuestionFrom: Rick Cook [EMAIL PROTECTED]Date: Mon, July 28, 2008 1:18 pmTo: arslist@ARSLIST.ORG** 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 upgradingRemedy, but the costs are just too high. In the meantime we've beenlooking at replacing it with something else, even looking at ServiceDesk Express (formerly Magic).Unfortunately our maintenance is due soon. My salesperson says that ifwe don't renew maintenance we would have to remove all Remedy licenses.That sounds more like a software subscription, not a maintenancecontract.Obviously I have not looked at our license agreement, but in general, ifyou do not renew maintenance, is it true you have to stop using Remedycompletely? Or, can you continue to use the licenses you've purchased,just without support and software updates?Thanks,James___UNSUBSCRIBE or access ARSlist Archives at www.arslist.orgPlatinum Sponsor: www.rmsportal.comARSlist: "Where the Answers Are"__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___
ITSM 6.0 .def file
Hello everyone, Does anybody have a copy of an ITSM 6.0 .def file? I'm looking for a vanilla copy with nothing extra. Before I try to recreate one by re-loading 6.0, I thought I'd ask the list. My purpose is to use it as a basis for performing a Migrator differences analysis on our current system with custom objects before we migrate to 7.0.3. Thanks upfront, Gordon M. Frank Remedy Skilled Professional ITIL V3 Certified Lockheed Martin __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITSM 6.0 .def file
Gordon, Sorry, but I do not have a copy of what your after. However If I were you then I would ask Tech Support. You have purchased ITSM (for a few years) You have purchased Migrator (I would assume for a few years) BMC should be able to help you with both of those tools. And I would think giving you a copy of what you already own should not be a problem. ( IMHO ) 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 Tue, Jul 29, 2008 at 7:53 AM, Frank, Gordon (CMS/CTR) [EMAIL PROTECTED] wrote: ** Hello everyone, Does anybody have a copy of an ITSM 6.0 .def file? I'm looking for a vanilla copy with nothing extra. Before I try to recreate one by re-loading 6.0, I thought I'd ask the list. My purpose is to use it as a basis for performing a Migrator differences analysis on our current system with custom objects before we migrate to 7.0.3. Thanks upfront, Gordon M. Frank Remedy Skilled Professional ITIL V3 Certified Lockheed Martin ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Help Desk 6.3
They are part of the group - this is why I didn't understand why the ticket would not show up in the management console. As well it seems in 6.3 they don't have Member and Associate Member like they do in ITSM 7. Because Manager's may want to see all the tickets, but don't want to be part of the group. On Mon, Jul 28, 2008 at 9:14 PM, Steven Pataray [EMAIL PROTECTED] wrote: ** 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! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
I can't get my pre-fetch Configuration to work (Mid-Tier 7.1.0)
I am having an issue with Mid-Tier Pre-fetch: I have Cache Persistence Enabled and I have Perform Check disabled for better performance. I am trying to get the Pre-fetch Configuration to work for my Mid-Tier 7.1.0. I am trying to prefetch the main forms in ITSM as a test. The homepage is hanging got a lot longer than if I didn't have pre-fetch enabled. All form names are OOB and have not been changed. Is there something wrong with my Pre-Fetch Configuration file? Prefetch Configuration (Link to the xsd file): ?xml version=1.0 encoding=UTF-8 standalone=no? midtier-prefetch-config xmlns=http://www.bmc.com/remedy/midtier/midtier; prefetch-user user-namejbilinski/user-name localeen_US/locale prefetch-server server-namejmd-phb-remd03/server-name prefetch-form form-nameHome Page/form-name /prefetch-form prefetch-form form-nameHPD:Help Desk/form-name /prefetch-form prefetch-form form-nameHPD:Incident Management Console/form-name /prefetch-form prefetch-form form-nameCHG:Change Management Console/form-name /prefetch-form prefetch-form form-nameCHG:Infrastructure Change/form-name /prefetch-form prefetch-form form-namePBM:Problem Management Console/form-name /prefetch-form prefetch-form form-namePBM:Problem Investigation/form-name /prefetch-form prefetch-form form-nameTMS:Task/form-name /prefetch-form /prefetch-server /prefetch-user /midtier-prefetch-config John Bilinski Operations Services Staff OSS Remedy System DBA Contractor (CSC) 202.305.3202 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Help Desk 6.3
I checked - the user is part of App-Management as well I have him set as Manager's Name on Configure Group Definition. When I open the Remedy Management Console I click on the SHOW pull down and choose ALL OPEN REQUESTS, but only see what is assigned to him - not the tickets to the group that he belongs to. Any ideas what I am missing? THANKS! On Tue, Jul 29, 2008 at 8:12 AM, T. Dee [EMAIL PROTECTED] wrote: They are part of the group - this is why I didn't understand why the ticket would not show up in the management console. As well it seems in 6.3 they don't have Member and Associate Member like they do in ITSM 7. Because Manager's may want to see all the tickets, but don't want to be part of the group. On Mon, Jul 28, 2008 at 9:14 PM, Steven Pataray [EMAIL PROTECTED] wrote: ** 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! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
ITSM 7, IM module: Owner field not being populated automatically.
Hi all, We're currently having this random issue where some INC requests cannot be modified at all because there is no Owner set. When anyone (even Demo) tries to modify it, an error displays stating that Owner field must be populated. I've tried to replicate this without any luck. I tried doing a search and modify all but am unable to clear out the owner field and save a ticket or to even create the ticket without the owner field. Have any of you run into this at all? Tauf Chowdhury | Forest Laboratories, Inc. Sr. Analyst Informatics Office: 631.858.7765 Mobile:646.483.2779 ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
6.0 Survey form opens blank (U)
UNCLASSIFIED ARS 6.0 Help Desk 5.5 Windows 2003 SQL 2000 Mid-Tier 6 I have an URL to open the Survey for the responder. The Survey opens but the form is blank. If I open the Survey using the Requester Console (web or WUT), the Survey was created and the fields have the appropriate values. So, instead of opening the Survey form, I created a URL to open the RR:SurveyResponseDialog. This form opens but is blank as well. Here are the URLs I created. http://webserver/arsys/apps/default/arserver/arforms/SHRSurvey_webRequest er.jsp?form=SHR:Surveyview=Requesterserver=bpremedy.ds.dss.milqual=%27 23007%3D%%22$Case ID+$%22username=$Web_Login$pwd= http://webserver/arsys/apps/default/arserver/arforms/RRSurveyResponseDial og_SurveyResponse.jsp?form=RR:SurveyResponseDialogserver=arserveruserna me=$Web_Login$pwd= Help anyone? Sandra Hennigan Office # 703-602-2525 x248 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are smime.p7s Description: S/MIME cryptographic signature
Re: After server reboot the status of the Remedy service is started, but it has to be restarted in order to login to Remedy(SOLVED)
No problem Shrestha, I hop you don't' have any more problems. Are you running what version is your OS on your server, and the SQL Server version? I definitely think that Microsoft has introduced a bug, since either the OS is saying that SQL Server is up before it really is, or SQL server is reporting it's up before it really is. Either way, they are both Microsoft products. It is strange, though, that remedy cannot recover, since SQL server does eventually come up, but remedy still continues to fail at connecting. 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: Tuesday, July 29, 2008 5:22 AM To: arslist@ARSLIST.ORG Subject: Re: After server reboot the status of the Remedy service is started, but it has to be restarted in order to login to Remedy(SOLVED) Thank you Gary and Danny, I followed Gary's advice and it has solved my issue. Thanks! Manjari R. Shrestha Junior Programmer Analyst From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gary Opela (Corporate) Sent: Monday, July 28, 2008 11:41 AM To: arslist@ARSLIST.ORG Subject: Re: After server reboot the status of the Remedy service is started, but it has to be restarted in order to login to Remedy 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 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html_Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Webservice access
Create a group. Have the user be the only person in the group and set the web service permissions to be for that group only. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Saravanan Palaniappan Sent: Tuesday, July 29, 2008 4:00 AM To: arslist@ARSLIST.ORG Subject: Webservice access Hi all, An upstream system is trying to connect to my component and this is happening via Webservice. I haven't specified any default user name for the webservice. I need to make sure that only login name in the user form should have the access to the webservice. How can I restrict that? Thanks Regards Saravanan Palaniappan ITSM To teach and to learn, to laugh and make others laugh. This is my purpose. Any day I don't do this was not worth the time it took to get through it. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Accessing Java API at Exec Time
Hi folks, I would like to know if there is a way to integrate ARS with a specific method / service java... I have an implemented service in java called getInfoCustomerByKey(), I would like that everytime that I enter a value on a determined field in my ARS Form, such as the key of the user (like loginName), my service was executed and return to ARS all the data that the service provides... Is there a way to do this with API ? Remembering that this call will be many times by minute... For example, the user enter his 'login name' (key), and the system fill out others fields (like first name, last name, address, etc... - this values will be returned by the service). Thanks, Any doubts I'll be glad to explain! Thanks Tadeu Augusto Dutra Pinto - IT Web Services ATM Cinq Technologies http://www.cinq.com.br https://webmail.cinq.com.br/exchweb/bin/redir.asp?URL=http://www.cinq.com.br/ [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] Fone: 41 3018-2833 - Cinq - Confiabilidade, Inovação e Qualidade em T.I. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITSM 7, IM module: Owner field not being populated automatically.
I have seen this before. We were never able to pin down the cause and didn't get anywhere with support. We ended up making modifications to allow Incident Master modifications to Incident Owner/Group no matter the existing value. -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 Chowdhury, Tauf [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 07/29/2008 08:20 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject ITSM 7, IM module: Owner field not being populated automatically. ** Hi all, We?re currently having this random issue where some INC requests cannot be modified at all because there is no Owner set. When anyone (even Demo) tries to modify it, an error displays stating that Owner field must be populated. I?ve tried to replicate this without any luck. I tried doing a search and modify all but am unable to clear out the owner field and save a ticket or to even create the ticket without the owner field. Have any of you run into this at all? Tauf Chowdhury | Forest Laboratories, Inc. Sr. Analyst Informatics Office: 631.858.7765 Mobile:646.483.2779 This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ CONFIDENTIALITY NOTICE: This is a transmission from Kohl's Department Stores, Inc. and may contain information which is confidential and proprietary. If you are not the addressee, any disclosure, copying or distribution or use of the contents of this message is expressly prohibited. If you have received this transmission in error, please destroy it and notify us immediately at 262-703-7000. CAUTION: Internet and e-mail communications are Kohl's property and Kohl's reserves the right to retrieve and read any message created, sent and received. Kohl's reserves the right to monitor messages by authorized Kohl's Associates at any time without any further consent. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Is there any issues with using 7.1 user tool on 6.3 server?
Is there any issues with using 7.1 user tool on 6.3 server? Is User 7.1 compatible with AR Server 6.3? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
6.0 Survey form opens blank (U)
UNCLASSIFIED Resend removing certificate. Assistance appreciated. Sandra Hennigan Office # 703-602-2525 x248 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Hennigan, Sandra H CTR OSD-CIO Sent: Tuesday, July 29, 2008 9:23 AM To: arslist@ARSLIST.ORG Subject: 6.0 Survey form opens blank (U) UNCLASSIFIED ARS 6.0 Help Desk 5.5 Windows 2003 SQL 2000 Mid-Tier 6 I have an URL to open the Survey for the responder. The Survey opens but the form is blank. If I open the Survey using the Requester Console (web or WUT), the Survey was created and the fields have the appropriate values. So, instead of opening the Survey form, I created a URL to open the RR:SurveyResponseDialog. This form opens but is blank as well. Here are the URLs I created. http://webserver/arsys/apps/default/arserver/arforms/SHRSurvey_webReque st er.jsp?form=SHR:Surveyview=Requesterserver=bpremedy.ds.dss.milqual=% 27 23007%3D%%22$Case ID+$%22username=$Web_Login$pwd= http://webserver/arsys/apps/default/arserver/arforms/RRSurveyResponseDi al og_SurveyResponse.jsp?form=RR:SurveyResponseDialogserver=arserveruser na me=$Web_Login$pwd= Help anyone? Sandra Hennigan Office # 703-602-2525 x248 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Accessing Java API at Exec Time
Look into ARDBC plugins and vendor forms. Starting with v7.1, it is possible to write the plugins using java. Alternatively, you could use a filter plugin. The driving factor between the two approaches, in this case, is how you want to present the interface (set fields from plugin vs set fields from a form). Axton Grams On Tue, Jul 29, 2008 at 9:57 AM, Tadeu Augusto Dutra Pinto [EMAIL PROTECTED] wrote: ** Hi folks, I would like to know if there is a way to integrate ARS with a specific method / service java... I have an implemented service in java called getInfoCustomerByKey(), I would like that everytime that I enter a value on a determined field in my ARS Form, such as the key of the user (like loginName), my service was executed and return to ARS all the data that the service provides... Is there a way to do this with API ? Remembering that this call will be many times by minute... For example, the user enter his 'login name' (key), and the system fill out others fields (like first name, last name, address, etc... - this values will be returned by the service). Thanks, Any doubts I'll be glad to explain! Thanks Tadeu Augusto Dutra Pinto - IT Web Services ATM Cinq Technologies http://www.cinq.com.br [EMAIL PROTECTED] Fone: 41 3018-2833 - Cinq - Confiabilidade, Inovação e Qualidade em T.I. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Accessing Java API at Exec Time
Tadeu Augusto Dutra Pinto, Short answer yes. Long answer... See the Java Scripting Plug-in that BMC distributed via the BMCDN. (Many other posts on ARSList, see archives, should provide good pointers to a version for ARS v6.3 and greater.) -- 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 Tue, Jul 29, 2008 at 9:57 AM, Tadeu Augusto Dutra Pinto [EMAIL PROTECTED] wrote: ** Hi folks, I would like to know if there is a way to integrate ARS with a specific method / service java... I have an implemented service in java called getInfoCustomerByKey(), I would like that everytime that I enter a value on a determined field in my ARS Form, such as the key of the user (like loginName), my service was executed and return to ARS all the data that the service provides... Is there a way to do this with API ? Remembering that this call will be many times by minute... For example, the user enter his 'login name' (key), and the system fill out others fields (like first name, last name, address, etc... - this values will be returned by the service). Thanks, Any doubts I'll be glad to explain! Thanks Tadeu Augusto Dutra Pinto - IT Web Services ATM Cinq Technologies http://www.cinq.com.br [EMAIL PROTECTED] Fone: 41 3018-2833 - Cinq - Confiabilidade, Inovação e Qualidade em T.I. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Hot Backup Servers
Couldn't you get a hot backup license for the server, and put it in the db? It'd be there not in use until it was needed after a failover. Otherwise you might have to make applying the license part of the failover procedure. -d On Mon, Jul 28, 2008 at 12:38 PM, Benjamin Trimmer [EMAIL PROTECTED]wrote: ** 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___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Is there any issues with using 7.1 user tool on 6.3 server?
I have been using AR user 7.1 tool on 6.3 server. I did not see any issue except you are not able to see server information that you was available in AR Admin tool.AR 7.1 Admin tool does not allow to see server information and I am not sure how to see this information from AR User 7.1 client tool for 6.3 server. On 7/29/08, Jason Tricky [EMAIL PROTECTED] wrote: ** Is there any issues with using 7.1 user tool on 6.3 server? Is User 7.1 compatible with AR Server 6.3? __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Is there any issues with using 7.1 user tool on 6.3 server?
You can use the 7.1 user tool with a 6.3 server without issue. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jason Tricky Sent: Tuesday, July 29, 2008 9:02 AM To: arslist@ARSLIST.ORG Subject: Is there any issues with using 7.1 user tool on 6.3 server? Is there any issues with using 7.1 user tool on 6.3 server? Is User 7.1 compatible with AR Server 6.3? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
/remedy
All, My DBA tells me that /remedy is almost full and the following directories need to be cleaned up. Can anyone tell mw what can be removed or what definitely cannot ? /remedy/usr/remedy/apps/ITServices/rappdir/ /remedy/usr/remedy/apps/ITServices/Backrappdir 6.03.00 patch 020 HP UX B.11.11 Thank you, Gary Roach [EMAIL PROTECTED] Kennametal Inc. | 1600 Technology Way | Latrobe, PA 15650 | www.kennametal.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Server Statistics Form problem
I user the Server Statistics to help track our license usage. I had it set to collect statistics every 15 minutes (900 seconds). For some reason was collecting every 59 minutes and 45 seconds. I tried reducing the value set in ARAdmin to 10 minutes and now it is collecting every 42 minutes. In Admin under Server Information and Advanced I have Server Statistics set to Cumulative Queue with a recording interval of 600 seconds. I am on ARS 7.1. How do I get this to collect every 15 minutes? Brian Sokol Manager, Desktop Services Scholastic Inc. 557 Broadway NY, NY 10012 (212) 343-6494 http://www.Scholastic.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Is there any issues with using 7.1 user tool on 6.3 server?
Thanks From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Tuesday, July 29, 2008 7:19 AM To: arslist@ARSLIST.ORG Subject: Re: Is there any issues with using 7.1 user tool on 6.3 server? ** You can use the 7.1 user tool with a 6.3 server without issue. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Wirasat Siddiqi Sent: Tuesday, July 29, 2008 7:15 AM To: arslist@ARSLIST.ORG Subject: Re: Is there any issues with using 7.1 user tool on 6.3 server? ** I have been using AR user 7.1 tool on 6.3 server. I did not see any issue except you are not able to see server information that you was available in AR Admin tool.AR 7.1 Admin tool does not allow to see server information and I am not sure how to see this information from AR User 7.1 client tool for 6.3 server. On 7/29/08, Jason Tricky wrote: ** Is there any issues with using 7.1 user tool on 6.3 server? Is User 7.1 compatible with AR Server 6.3? __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Is there any issues with using 7.1 user tool on 6.3 server?
Jason Tricky, I think we have been doing it for over a year now and I have yet to find any showstoppers for our use. Note: You likely need to be on a v6.3 server that is patched to at least patch 22 for various reasons. ( Which may effect how the v7.1 client works with it too.) HTH. ( Sometimes I wish I had a cool last name like Tricky. However, I got stuck with a simple name like black. And my parents had the sense of humor to also stick me with a middle name of Matthew. Matthew is commonly shortened to Matt. Which is unfortunately combined with my last name to play on the idea of mat black (or a dull black color or finish.) Which is very strange given that I am a caucasian, and being a typical programmer, I have the total lack of any sun tan. So I am about as far from a mat black as I could be from outside appearances. [Ghostly white is more like it.] Is it too early for some Friday humor? Even if it is self deprecating? ) -- 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 Tue, Jul 29, 2008 at 10:01 AM, Jason Tricky [EMAIL PROTECTED] wrote: ** Is there any issues with using 7.1 user tool on 6.3 server? Is User 7.1 compatible with AR Server 6.3? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: 6.0 Survey form opens blank (U)
What patch are you on? I have a similar problem but was told to update to P24 for ARS 6.3. I created a new AL (RR:SRD-RefreshTable1) and execute on Gain Focus - Table Field with Action of Change Field - Field Name Table Field and refresh table field. This worked great for the User Client (GUI) but did not work great on the mid-tier. I still have to click in the table for it to refresh. ARS 6.3 p 21 ITSM 6.0 Mid-Tier 6.3 p 21 Solaris 9 Tomcat 4.0.5 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Hennigan, Sandra H CTR OSD-CIO Sent: Tuesday, July 29, 2008 9:23 AM To: arslist@ARSLIST.ORG Subject: 6.0 Survey form opens blank (U) UNCLASSIFIED ARS 6.0 Help Desk 5.5 Windows 2003 SQL 2000 Mid-Tier 6 I have an URL to open the Survey for the responder. The Survey opens but the form is blank. If I open the Survey using the Requester Console (web or WUT), the Survey was created and the fields have the appropriate values. So, instead of opening the Survey form, I created a URL to open the RR:SurveyResponseDialog. This form opens but is blank as well. Here are the URLs I created. http://webserver/arsys/apps/default/arserver/arforms/SHRSurvey_webRequest er.jsp?form=SHR:Surveyview=Requesterserver=bpremedy.ds.dss.milqual=%27 23007%3D%%22$Case ID+$%22username=$Web_Login$pwd= http://webserver/arsys/apps/default/arserver/arforms/RRSurveyResponseDial og_SurveyResponse.jsp?form=RR:SurveyResponseDialogserver=arserveruserna me=$Web_Login$pwd= Help anyone? Sandra Hennigan Office # 703-602-2525 x248 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are smime.p7s Description: S/MIME cryptographic signature
Re: Question: Help Desk 6.3
You didn't mention what the Console View is set at. If he is part of a group and he just wants to see what tickets are assigned to his group/s he has to set the Console View to Group. If he just want to see tickets assigned to himself he sets the Console View to Myself. All the Show does is filter the types of cases (HD, CHG, TSK or All). Steve On 7/29/08, T. Dee [EMAIL PROTECTED] wrote: I checked - the user is part of App-Management as well I have him set as Manager's Name on Configure Group Definition. When I open the Remedy Management Console I click on the SHOW pull down and choose ALL OPEN REQUESTS, but only see what is assigned to him - not the tickets to the group that he belongs to. Any ideas what I am missing? THANKS! On Tue, Jul 29, 2008 at 8:12 AM, T. Dee [EMAIL PROTECTED] wrote: They are part of the group - this is why I didn't understand why the ticket would not show up in the management console. As well it seems in 6.3 they don't have Member and Associate Member like they do in ITSM 7. Because Manager's may want to see all the tickets, but don't want to be part of the group. On Mon, Jul 28, 2008 at 9:14 PM, Steven Pataray [EMAIL PROTECTED] wrote: ** 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! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: /remedy
I have a problem similar to this on a Windows server when a process on the Windows User tool timed out it created a temp file in the Windows\Temp directory that kept growing.. This file should have been killed as soon as the process was complete but the process hung and this file kept growing till it bursts most of my available space on the windows server and the only solution was to restart the services that cleared that file.. Do you have files that start with the file name rmdy* in your /tmp folder (UNIX temp folder) Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Gary Roach Sent: Tuesday, July 29, 2008 10:25 AM To: arslist@ARSLIST.ORG Subject: /remedy ** All, My DBA tells me that /remedy is almost full and the following directories need to be cleaned up. Can anyone tell mw what can be removed or what definitely cannot ? /remedy/usr/remedy/apps/ITServices/rappdir/ /remedy/usr/remedy/apps/ITServices/Backrappdir 6.03.00 patch 020 HP UX B.11.11 Thank you, Gary Roach [EMAIL PROTECTED] Kennametal Inc. | 1600 Technology Way | Latrobe, PA 15650 | www.kennametal.com __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ No virus found in this outgoing message. Checked by AVG. Version: 7.5.526 / Virus Database: 270.5.6/1579 - Release Date: 7/29/2008 6:43 AM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Help Desk 6.3
Yes the Console View is set to Group as well - sorry forgot to include that in my email - and still the tickets do not show up. On Tue, Jul 29, 2008 at 10:37 AM, Steven Pataray [EMAIL PROTECTED] wrote: ** You didn't mention what the Console View is set at. If he is part of a group and he just wants to see what tickets are assigned to his group/s he has to set the Console View to Group. If he just want to see tickets assigned to himself he sets the Console View to Myself. All the Show does is filter the types of cases (HD, CHG, TSK or All). Steve On 7/29/08, T. Dee [EMAIL PROTECTED] wrote: I checked - the user is part of App-Management as well I have him set as Manager's Name on Configure Group Definition. When I open the Remedy Management Console I click on the SHOW pull down and choose ALL OPEN REQUESTS, but only see what is assigned to him - not the tickets to the group that he belongs to. Any ideas what I am missing? THANKS! On Tue, Jul 29, 2008 at 8:12 AM, T. Dee [EMAIL PROTECTED] wrote: They are part of the group - this is why I didn't understand why the ticket would not show up in the management console. As well it seems in 6.3 they don't have Member and Associate Member like they do in ITSM 7. Because Manager's may want to see all the tickets, but don't want to be part of the group. On Mon, Jul 28, 2008 at 9:14 PM, Steven Pataray [EMAIL PROTECTED] wrote: ** 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! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
OLE question
I was checking out the Spell Check function on the Sample:Class form and thought about modifying for use on another form. I know very little about OLE, but I thought I might just be able to change the field references within the OLE actions. Of course that did not give me the desired results. Can this active link be easily adapted for use with other forms, or is it just easy to start from scratch? Thanks, Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 205-226-1805 Cell: 205-288-9140 SoLinc: 10*19140 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: OLE question
Andy, I think I would prefer to integrate with one of the OS solutions out on the market (you can Google them as easily as I). They are easy and small to install, probably cheaper than a bunch of Remedy development time, and they work with other apps, too (not just Remedy). Rick On Tue, Jul 29, 2008 at 8:03 AM, Mayfield, Andy L. [EMAIL PROTECTED]wrote: I was checking out the Spell Check function on the Sample:Class form and thought about modifying for use on another form. I know very little about OLE, but I thought I might just be able to change the field references within the OLE actions. Of course that did not give me the desired results. Can this active link be easily adapted for use with other forms, or is it just easy to start from scratch? Thanks, Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 205-226-1805 Cell: 205-288-9140 SoLinc: 10*19140 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Is there any issues with using 7.1 user tool on 6.3 server?
** Hello Jason, It seems to work well. I've been running it for a good three months with our AR Server 6.3. No problems. Take care, Rick Rick Parry Application Engineer [EMAIL PROTECTED] Jason Tricky [EMAIL PROTECTED] 7/29/2008 8:01 AM ** Is there any issues with using 7.1 user tool on 6.3 server?Is User 7.1 compatible with AR Server 6.3?__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___
Re: Is there any issues with using 7.1 user tool on 6.3 server?
Tell me about it, Matt! (tanned Floridian here!). Mike White Office: 813-978-2192 E-mail: [EMAIL PROTECTED] Carey Matthew BlackTo: arslist@ARSLIST.ORG [EMAIL PROTECTED]cc: COM Subject: Re: Is there any issues with using 7.1 user tool on 6.3 server? Sent by: Action Request System discussion list(ARSList) [EMAIL PROTECTED] ORG 07/29/2008 10:34 Please respond to arslist Jason Tricky, I think we have been doing it for over a year now and I have yet to find any showstoppers for our use. Note: You likely need to be on a v6.3 server that is patched to at least patch 22 for various reasons. ( Which may effect how the v7.1 client works with it too.) HTH. ( Sometimes I wish I had a cool last name like Tricky. However, I got stuck with a simple name like black. And my parents had the sense of humor to also stick me with a middle name of Matthew. Matthew is commonly shortened to Matt. Which is unfortunately combined with my last name to play on the idea of mat black (or a dull black color or finish.) Which is very strange given that I am a caucasian, and being a typical programmer, I have the total lack of any sun tan. So I am about as far from a mat black as I could be from outside appearances. [Ghostly white is more like it.] Is it too early for some Friday humor? Even if it is self deprecating? ) -- 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 Tue, Jul 29, 2008 at 10:01 AM, Jason Tricky [EMAIL PROTECTED] wrote: ** Is there any issues with using 7.1 user tool on 6.3 server? Is User 7.1 compatible with AR Server 6.3? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are inline: graycol.gifinline: ecblank.gifinline: pic10182.gif
Re: OLE question
I wish I could, but no money is available right now. Our budgets are pretty locked down at the moment. Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 205-226-1805 Cell: 205-288-9140 SoLinc: 10*19140 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Tuesday, July 29, 2008 10:11 AM To: arslist@ARSLIST.ORG Subject: Re: OLE question ** Andy, I think I would prefer to integrate with one of the OS solutions out on the market (you can Google them as easily as I). They are easy and small to install, probably cheaper than a bunch of Remedy development time, and they work with other apps, too (not just Remedy). Rick On Tue, Jul 29, 2008 at 8:03 AM, Mayfield, Andy L. [EMAIL PROTECTED] wrote: I was checking out the Spell Check function on the Sample:Class form and thought about modifying for use on another form. I know very little about OLE, but I thought I might just be able to change the field references within the OLE actions. Of course that did not give me the desired results. Can this active link be easily adapted for use with other forms, or is it just easy to start from scratch? Thanks, Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 205-226-1805 Cell: 205-288-9140 SoLinc: 10*19140 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: OLE question
Actually all we have had to do is to change the field and form references for the spell check to work (I did it by modifying the def file) Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L. Sent: Tuesday, July 29, 2008 10:03 AM To: arslist@ARSLIST.ORG Subject: OLE question I was checking out the Spell Check function on the Sample:Class form and thought about modifying for use on another form. I know very little about OLE, but I thought I might just be able to change the field references within the OLE actions. Of course that did not give me the desired results. Can this active link be easily adapted for use with other forms, or is it just easy to start from scratch? Thanks, Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 205-226-1805 Cell: 205-288-9140 SoLinc: 10*19140 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Is there any issues with using 7.1 user tool on 6.3 server?
You should always use the Admin tool that matches the version of your server. User tool versions do not have to match the server version. Fred From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Wirasat Siddiqi Sent: Tuesday, July 29, 2008 9:15 AM To: arslist@ARSLIST.ORG Subject: Re: Is there any issues with using 7.1 user tool on 6.3 server? I have been using AR user 7.1 tool on 6.3 server. I did not see any issue except you are not able to see server information that you was available in AR Admin tool.AR 7.1 Admin tool does not allow to see server information and I am not sure how to see this information from AR User 7.1 client tool for 6.3 server. On 7/29/08, Jason Tricky [EMAIL PROTECTED] wrote: Is there any issues with using 7.1 user tool on 6.3 server? Is User 7.1 compatible with AR Server 6.3? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Help Desk 6.3
As far as I know in 6.3 just setting him as a manager in the Configure Group Definition doesn't affect the console. The manager needs to be configured in the group from the Group Population form. You have to look at the Management Console's Table Property to understand how it works. As mine shows: (( $Console View$ = Group) AND ( 'Assigned To Group+' != $NULL$ ) AND ($GROUPS$ LIKE (( % + 'Assigned To Group+') + % ))) If what you are saying is how ITSM 7 works that would be a great change. I guess with some added workflow you could use that field in the Configure Group Definition to filter it. Steve On 7/29/08, T. Dee [EMAIL PROTECTED] wrote: Yes the Console View is set to Group as well - sorry forgot to include that in my email - and still the tickets do not show up. On Tue, Jul 29, 2008 at 10:37 AM, Steven Pataray [EMAIL PROTECTED] wrote: ** You didn't mention what the Console View is set at. If he is part of a group and he just wants to see what tickets are assigned to his group/s he has to set the Console View to Group. If he just want to see tickets assigned to himself he sets the Console View to Myself. All the Show does is filter the types of cases (HD, CHG, TSK or All). Steve On 7/29/08, T. Dee [EMAIL PROTECTED] wrote: I checked - the user is part of App-Management as well I have him set as Manager's Name on Configure Group Definition. When I open the Remedy Management Console I click on the SHOW pull down and choose ALL OPEN REQUESTS, but only see what is assigned to him - not the tickets to the group that he belongs to. Any ideas what I am missing? THANKS! On Tue, Jul 29, 2008 at 8:12 AM, T. Dee [EMAIL PROTECTED] wrote: They are part of the group - this is why I didn't understand why the ticket would not show up in the management console. As well it seems in 6.3 they don't have Member and Associate Member like they do in ITSM 7. Because Manager's may want to see all the tickets, but don't want to be part of the group. On Mon, Jul 28, 2008 at 9:14 PM, Steven Pataray [EMAIL PROTECTED] wrote: ** 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! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Webservice access
Hi Sarvanan, You can specify an appropriate permission(new group on Group form) for a web-service and add a generic user on user form with that permission. In that case , you will know that only people to access the webservice are people with that permission. However, i think you will have to change that path of WSDL from public to protected. Thanks Chintan. --- On Tue, 7/29/08, Saravanan Palaniappan [EMAIL PROTECTED] wrote: From: Saravanan Palaniappan [EMAIL PROTECTED] Subject: Webservice access To: arslist@ARSLIST.ORG Date: Tuesday, July 29, 2008, 2:00 AM ** Hi all, An upstream system is trying to connect to my component and this is happening via Webservice. I haven’t specified any default user name for the webservice. I need to make sure that only login name in the user form should have the access to the webservice. How can I restrict that? Thanks Regards Saravanan Palaniappan ITSM To teach and to learn, to laugh and make others laugh. This is my purpose. Any day I don't do this was not worth the time it took to get through it. This message, including any attachments, contains confidential information intended for a specific individual and purpose, and is intended for the addressee only. Any unauthorized disclosure, use, dissemination, copying, or distribution of this message or any of its attachments or the information contained in this e-mail, or the taking of any action based on it, is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail and delete this message. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Help Desk 6.3
He is already a member of the group. On Tue, Jul 29, 2008 at 11:28 AM, Steven Pataray [EMAIL PROTECTED] wrote: ** As far as I know in 6.3 just setting him as a manager in the Configure Group Definition doesn't affect the console. The manager needs to be configured in the group from the Group Population form. You have to look at the Management Console's Table Property to understand how it works. As mine shows: (( $Console View$ = Group) AND ( 'Assigned To Group+' != $NULL$ ) AND ($GROUPS$ LIKE (( % + 'Assigned To Group+') + % ))) If what you are saying is how ITSM 7 works that would be a great change. I guess with some added workflow you could use that field in the Configure Group Definition to filter it. Steve On 7/29/08, T. Dee [EMAIL PROTECTED] wrote: Yes the Console View is set to Group as well - sorry forgot to include that in my email - and still the tickets do not show up. On Tue, Jul 29, 2008 at 10:37 AM, Steven Pataray [EMAIL PROTECTED] wrote: ** You didn't mention what the Console View is set at. If he is part of a group and he just wants to see what tickets are assigned to his group/s he has to set the Console View to Group. If he just want to see tickets assigned to himself he sets the Console View to Myself. All the Show does is filter the types of cases (HD, CHG, TSK or All). Steve On 7/29/08, T. Dee [EMAIL PROTECTED] wrote: I checked - the user is part of App-Management as well I have him set as Manager's Name on Configure Group Definition. When I open the Remedy Management Console I click on the SHOW pull down and choose ALL OPEN REQUESTS, but only see what is assigned to him - not the tickets to the group that he belongs to. Any ideas what I am missing? THANKS! On Tue, Jul 29, 2008 at 8:12 AM, T. Dee [EMAIL PROTECTED] wrote: They are part of the group - this is why I didn't understand why the ticket would not show up in the management console. As well it seems in 6.3 they don't have Member and Associate Member like they do in ITSM 7. Because Manager's may want to see all the tickets, but don't want to be part of the group. On Mon, Jul 28, 2008 at 9:14 PM, Steven Pataray [EMAIL PROTECTED] wrote: ** 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! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Auto Assignment
Hi Guys, I am working with AR Server 7.1.00 and trying to set up auto assignment for the workflow in the change mgmt and incident mgmt (7.0.03). Is there any way to auto assign the support group the request flows through depending on the various states of the workflow? I have no operational or product category to configure. in the assignment. please help me!! I am new to remedy and I am trying to configure the out of the box workflow for company use. Thanks Sivarama ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Syncing two forms in two different servers for failover
Hi: I have one remedy server in production and another as a cold stanby in a different location. I have the same form in both servers. Is there anyway to keep the data on this form in the two server identical including the REQUEST_ID for the form? Maybe synced up to the last hour ? Can I just copy the data in T, H and B tables every hour from the production to the standby server maybe once every hour. Thanks Ravi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Syncing two forms in two different servers for failover
If you are using Microsoft SQL, you can do log shipping fairly easily and that will keep the two databases nearly identical. You can most assuredly do something similar in Oracle -- I've just never done it. I have a document that describes how to enable log shipping in Microsoft SQL 2000 (should work in later versions, too). I can forward you a copy if you're interested. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ravi Sent: Tuesday, July 29, 2008 10:51 AM To: arslist@ARSLIST.ORG Subject: Syncing two forms in two different servers for failover Hi: I have one remedy server in production and another as a cold stanby in a different location. I have the same form in both servers. Is there anyway to keep the data on this form in the two server identical including the REQUEST_ID for the form? Maybe synced up to the last hour ? Can I just copy the data in T, H and B tables every hour from the production to the standby server maybe once every hour. Thanks Ravi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Auto Assignment
Can you clarify what you mean by the various states of the workflow? The Assignment Engine will assign to a Support Group based on various categorizations and locations, by application and/or service type. The Auto Assignment to individual is by company, and will work the same for every support group in that company (i.e. round robin) That's about as smart as it gets OOTB. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of sivarama velicheti Sent: Tuesday, July 29, 2008 10:51 AM To: arslist@ARSLIST.ORG Subject: Auto Assignment ** Hi Guys, I am working with AR Server 7.1.00 and trying to set up auto assignment for the workflow in the change mgmt and incident mgmt (7.0.03). Is there any way to auto assign the support group the request flows through depending on the various states of the workflow? I have no operational or product category to configure. in the assignment. please help me!! I am new to remedy and I am trying to configure the out of the box workflow for company use. Thanks Sivarama __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Logging out of web-service
Hi all, We have a WSDL and its required that people pass the Authentication Parameters to it. The problem is that they get workflow related errors when passing wrong values for the fields...and that's the time next time they run the client, they get error msg user already connected from another machine. I know this is not a Remedy question but more of Session handling. Does anyone have any ideas on how to logout of web-service? Thanks Chintan. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Webservice access
Or... you can let any user use the Web Service and restrict access to the data that it would serve out with a dynamic group. (Submitter, Assignee, Assignee Group, etc...) Permission to the Web Service does not guarantee access to the data. (Nor should it.) -- 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 Tue, Jul 29, 2008 at 9:56 AM, Grooms, Frederick W [EMAIL PROTECTED] wrote: Create a group. Have the user be the only person in the group and set the web service permissions to be for that group only. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Saravanan Palaniappan Sent: Tuesday, July 29, 2008 4:00 AM To: arslist@ARSLIST.ORG Subject: Webservice access Hi all, An upstream system is trying to connect to my component and this is happening via Webservice. I haven't specified any default user name for the webservice. I need to make sure that only login name in the user form should have the access to the webservice. How can I restrict that? Thanks Regards Saravanan Palaniappan ITSM To teach and to learn, to laugh and make others laugh. This is my purpose. Any day I don't do this was not worth the time it took to get through it. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Column Technologies is Seeking Contractor for Texas based project
We are seeking a Senior Remedy Consultant to run ITSM 7 workshops. If you're interested, please email your rate, availability and resume as a PDF or MS Word document to [EMAIL PROTECTED] TE is not included in the rate- you will bill us separately for that. Thanks! 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 - 2004 BMC Solution Partner of the Year 2004 - 2006 BMC Fastest Growing Worldwide Partner - 2006 Inc. 500 Fastest Growing Private Companies - 2006 BMC 2007 Americas and Worldwide Top Solution Provider __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Auto Assignment
Hi Lisa, What I meant was the Change mgmt workflow has a status field which has the following vales (draft, request for authorization, request for change, planning in progress, scheduled for riew, scheduled for approval etc.) The status option as you know represents the states in the change mgmt workflow which has again the following stages Initiate, review and authorize, plan schedule, Implement and closed. Now for each of the states in the stages obviously there is a particular group involved which does the work. I wanted to know if I can set an auto routing depending on these conditions say that after the first stage which is initiate - draft when the next stage is requested which is initiate - request for authorization the work automatically flows to the pre defined support group which deals with it. I have nothing to feed in the operational or product category currently in the company. Can I use it somehow to asign the requests?? I know it sounds complicated but I would like to know what is feasible to do without any customizations. Hope this explanation helped you to understand my problem. I can send you a more detailed explanation if required. Thanks Sivarama On Tue, Jul 29, 2008 at 8:57 AM, Lisa Westerfield [EMAIL PROTECTED] wrote: ** Can you clarify what you mean by the various states of the workflow? The Assignment Engine will assign to a Support Group based on various categorizations and locations, by application and/or service type. The Auto Assignment to individual is by company, and will work the same for every support group in that company (i.e. round robin) That's about as smart as it gets OOTB. *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *sivarama velicheti *Sent:* Tuesday, July 29, 2008 10:51 AM *To:* arslist@ARSLIST.ORG *Subject:* Auto Assignment ** Hi Guys, I am working with AR Server 7.1.00 and trying to set up auto assignment for the workflow in the change mgmt and incident mgmt (7.0.03). Is there any way to auto assign the support group the request flows through depending on the various states of the workflow? I have no operational or product category to configure. in the assignment. please help me!! I am new to remedy and I am trying to configure the out of the box workflow for company use. Thanks Sivarama __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ http://www.bmc.com/userworld/ TuringSMI is a Platinum Sponsor of both BMC UserWorld Events *Email Disclaimer* This email has been sent from the TuringSMI Group This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Syncing two forms in two different servers for failover
Thanks for the response. forgot to mention. I am using Oracle. Kaiser Norm E CIV USAF 96 CS/SCCE wrote: If you are using Microsoft SQL, you can do log shipping fairly easily and that will keep the two databases nearly identical. You can most assuredly do something similar in Oracle -- I've just never done it. I have a document that describes how to enable log shipping in Microsoft SQL 2000 (should work in later versions, too). I can forward you a copy if you're interested. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ravi Sent: Tuesday, July 29, 2008 10:51 AM To: arslist@ARSLIST.ORG Subject: Syncing two forms in two different servers for failover Hi: I have one remedy server in production and another as a cold stanby in a different location. I have the same form in both servers. Is there anyway to keep the data on this form in the two server identical including the REQUEST_ID for the form? Maybe synced up to the last hour ? Can I just copy the data in T, H and B tables every hour from the production to the standby server maybe once every hour. Thanks Ravi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Auto Assignment
Sivarama, Maybe what you can do is setup the auto assignment the same but setup different groups that will be assigned as the Change Manager vs Change Assignee vs Change Implementer. Then based on the out of box notifications, you can see which ones you want to eliminate that fire at certain stages so that the Change manager (lets say) is notified after the Change ticket has been authorized and is moved to Planning In Progress. Then when the ticket goes to Scheduled, the only email that is sent out is the Change Assignee and/or Change Implementer. Then the Change Implementor or Assignee would update and then Complete the request and the email would go just back to the Change Manager letting them know that the Change was completed. This way you essentially have different groups playing different roles for your change requests and this would avoid any workflow or form customizations. Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of sivarama velicheti Sent: Tuesday, July 29, 2008 12:37 PM To: arslist@ARSLIST.ORG Subject: Re: Auto Assignment ** Hi Lisa, What I meant was the Change mgmt workflow has a status field which has the following vales (draft, request for authorization, request for change, planning in progress, scheduled for riew, scheduled for approval etc.) The status option as you know represents the states in the change mgmt workflow which has again the following stages Initiate, review and authorize, plan schedule, Implement and closed. Now for each of the states in the stages obviously there is a particular group involved which does the work. I wanted to know if I can set an auto routing depending on these conditions say that after the first stage which is initiate - draft when the next stage is requested which is initiate - request for authorization the work automatically flows to the pre defined support group which deals with it. I have nothing to feed in the operational or product category currently in the company. Can I use it somehow to asign the requests?? I know it sounds complicated but I would like to know what is feasible to do without any customizations. Hope this explanation helped you to understand my problem. I can send you a more detailed explanation if required. Thanks Sivarama On Tue, Jul 29, 2008 at 8:57 AM, Lisa Westerfield [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: ** Can you clarify what you mean by the various states of the workflow? The Assignment Engine will assign to a Support Group based on various categorizations and locations, by application and/or service type. The Auto Assignment to individual is by company, and will work the same for every support group in that company (i.e. round robin) That's about as smart as it gets OOTB. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of sivarama velicheti Sent: Tuesday, July 29, 2008 10:51 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Auto Assignment ** Hi Guys, I am working with AR Server 7.1.00 and trying to set up auto assignment for the workflow in the change mgmt and incident mgmt (7.0.03). Is there any way to auto assign the support group the request flows through depending on the various states of the workflow? I have no operational or product category to configure. in the assignment. please help me!! I am new to remedy and I am trying to configure the out of the box workflow for company use. Thanks Sivarama __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are html___ http://www.bmc.com/userworld/ TuringSMI is a Platinum Sponsor of both BMC UserWorld Events Email Disclaimer This email has been sent from the TuringSMI Group This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Please consider the environment before printing this e-mail. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:
Authentication from LDAP
Hi, I have a question regarding LDAP pertaining to AR Server 7.1. I have read in the guides somewhere that unless both the user name and password are stored in the local AR Server, the users are not considered registered users. In Multi-tenancy guest users are not allowed (and we have multi-tenancy turned on). I want to know what are my options. Do I have to import the password as well. I don't think its doable because LDAP would be encrypting them and even if I do import them AR Server needs to know how to decrypt them. Is my analogy of the situation right? if so what can I do. If not please correct me. -- Sivarama ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
ar.conf question for logical server names + ad hoc reports
This is AR Server 7.1 patch 001 running ITSM 7.03. Our server has a physical host name (let's say it's server001) and a logical host name (server002). The physical server can have more than one logical server - right now it does not. When users try to run ad-hoc reports via the web the server name is automatically filled in with the logical host name. Users can not save reports because of an error that says The command does not occur on the local server. When we switch the name to the physical server name it works fine. I presume I just have to add the alias line to the ar.conf file - this one: Server-Name: server001 Server-Name: server002 Correct? William Rentfrow, Principal Consultant [EMAIL PROTECTED] C 701-306-6157 O 952-432-0227 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Auto Assignment
Thanks for clarifying that in my brain, it makes perfect sense now. Unfortunately, if you are looking to route to a specific assignee group based on the Change Statuses, this is not OOTB with the Assignment Engine. The only way I could think of getting close to this is to set up Approvals at each of these phases (which is OOTB), and then have a task template that has tasks relating to each status, and may end with what group to assign it to next. Not the most flexible way of doing things, but I'm not sure of any other way OOTB. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of sivarama velicheti Sent: Tuesday, July 29, 2008 11:37 AM To: arslist@ARSLIST.ORG Subject: Re: Auto Assignment ** Hi Lisa, What I meant was the Change mgmt workflow has a status field which has the following vales (draft, request for authorization, request for change, planning in progress, scheduled for riew, scheduled for approval etc.) The status option as you know represents the states in the change mgmt workflow which has again the following stages Initiate, review and authorize, plan schedule, Implement and closed. Now for each of the states in the stages obviously there is a particular group involved which does the work. I wanted to know if I can set an auto routing depending on these conditions say that after the first stage which is initiate - draft when the next stage is requested which is initiate - request for authorization the work automatically flows to the pre defined support group which deals with it. I have nothing to feed in the operational or product category currently in the company. Can I use it somehow to asign the requests?? I know it sounds complicated but I would like to know what is feasible to do without any customizations. Hope this explanation helped you to understand my problem. I can send you a more detailed explanation if required. Thanks Sivarama On Tue, Jul 29, 2008 at 8:57 AM, Lisa Westerfield [EMAIL PROTECTED] wrote: ** Can you clarify what you mean by the various states of the workflow? The Assignment Engine will assign to a Support Group based on various categorizations and locations, by application and/or service type. The Auto Assignment to individual is by company, and will work the same for every support group in that company (i.e. round robin) That's about as smart as it gets OOTB. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of sivarama velicheti Sent: Tuesday, July 29, 2008 10:51 AM To: arslist@ARSLIST.ORG Subject: Auto Assignment ** Hi Guys, I am working with AR Server 7.1.00 and trying to set up auto assignment for the workflow in the change mgmt and incident mgmt (7.0.03). Is there any way to auto assign the support group the request flows through depending on the various states of the workflow? I have no operational or product category to configure. in the assignment. please help me!! I am new to remedy and I am trying to configure the out of the box workflow for company use. Thanks Sivarama __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Error! Filename not specified. http://www.bmc.com/userworld/ TuringSMI is a Platinum Sponsor of both BMC UserWorld Events Email Disclaimer This email has been sent from the TuringSMI Group This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
paper format of reports via BO (Business objects) BOXI
We don't understand how Remedy or Business Objects selects the paper format for Reports shown in the Internet Explorer. First we thought that this paper format is the same as the format of the default printer on the system where the Business Objects server is installed. But in this case we get only Letter output although the default printer is set to A4. In addition, we have installed a special driver on the Mid-Tier/BOXI system for a barcode printer. After that we reinstalled the normal printer driver and made this printer the default printer. When we now open a crystal report in Mid-Tier the format of this report is that of a barcode (very small). BOXI (Business Objects XI) itself (without a Remedy Midtier) usually takes the default printer of the system and it also allows you to select a specific printer for a specific report. When we specifically select the default printer for a certain report the preview in BOXI shows the correct format. However when Remedy Mid-Tier opens the report through the Crystal Report Web Viewer, it uses e.g. the format of the secondary barcode printer, although this printer is not the default printer. As soon as we deinstall the barcode printer the report format is correct again. We are able to reproduce this behaviour from various servers. We need to know how the ARS Crystal Report Web Viewer interface selects the printer driver. (we use Remedy 7.0.1 patch 08, BO XI R2 SP3) Any ideas are welcome, since neither the Remedy nor the BO support seems to be willing to solve this problem: Remedy says it was a BO problem and BO doesn't know anything about Remedy... Thanks in advance for your help Martin Rosenbauer -- GMX startet ShortView.de. Hier findest Du Leute mit Deinen Interessen! Jetzt dabei sein: http://www.shortview.de/[EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Auto Assignment
Hi Sivarama This sort of business rule can be configured out-of-the in the ESS application as shown in the attached screenshot 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 sivarama velicheti Sent: Tuesday, July 29, 2008 5:37 PM To: arslist@ARSLIST.ORG Subject: Re: Auto Assignment ** Hi Lisa, What I meant was the Change mgmt workflow has a status field which has the following vales (draft, request for authorization, request for change, planning in progress, scheduled for riew, scheduled for approval etc.) The status option as you know represents the states in the change mgmt workflow which has again the following stages Initiate, review and authorize, plan schedule, Implement and closed. Now for each of the states in the stages obviously there is a particular group involved which does the work. I wanted to know if I can set an auto routing depending on these conditions say that after the first stage which is initiate - draft when the next stage is requested which is initiate - request for authorization the work automatically flows to the pre defined support group which deals with it. I have nothing to feed in the operational or product category currently in the company. Can I use it somehow to asign the requests?? I know it sounds complicated but I would like to know what is feasible to do without any customizations. Hope this explanation helped you to understand my problem. I can send you a more detailed explanation if required. Thanks Sivarama ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are attachment: Business Rule.gif
Re: ar.conf question for logical server names + ad hoc reports
No ... You should only have 1 Server-Name: entry in the ar.conf file. You add the additional names with the IP-Name: entry Server-Name: server001 IP-Name: server002 Fred From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Tuesday, July 29, 2008 12:18 PM To: arslist@ARSLIST.ORG Subject: ar.conf question for logical server names + ad hoc reports This is AR Server 7.1 patch 001 running ITSM 7.03. Our server has a physical host name (let's say it's server001) and a logical host name (server002). The physical server can have more than one logical server - right now it does not. When users try to run ad-hoc reports via the web the server name is automatically filled in with the logical host name. Users can not save reports because of an error that says The command does not occur on the local server. When we switch the name to the physical server name it works fine. I presume I just have to add the alias line to the ar.conf file - this one: Server-Name: server001 Server-Name: server002 Correct? William Rentfrow, Principal Consultant [EMAIL PROTECTED] C 701-306-6157 O 952-432-0227 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ar.conf question for logical server names + ad hoc reports
Nice catch - I forgot about that. Thanks! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Tuesday, July 29, 2008 12:38 PM To: arslist@ARSLIST.ORG Subject: Re: ar.conf question for logical server names + ad hoc reports ** No ... You should only have 1 Server-Name: entry in the ar.conf file. You add the additional names with the IP-Name: entry Server-Name: server001 IP-Name: server002 Fred From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Tuesday, July 29, 2008 12:18 PM To: arslist@ARSLIST.ORG Subject: ar.conf question for logical server names + ad hoc reports This is AR Server 7.1 patch 001 running ITSM 7.03. Our server has a physical host name (let's say it's server001) and a logical host name (server002). The physical server can have more than one logical server - right now it does not. When users try to run ad-hoc reports via the web the server name is automatically filled in with the logical host name. Users can not save reports because of an error that says The command does not occur on the local server. When we switch the name to the physical server name it works fine. I presume I just have to add the alias line to the ar.conf file - this one: Server-Name: server001 Server-Name: server002 Correct? William Rentfrow, Principal Consultant [EMAIL PROTECTED] C 701-306-6157 O 952-432-0227 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Authentication from LDAP
In our current implementation we are also multi-tenant, and we do not store passwords in ARS. We are authenticating externally, and our authentication chaining mode is ARS-Area. Hope that helps. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of sivarama velicheti Sent: Tuesday, July 29, 2008 12:02 PM To: arslist@ARSLIST.ORG Subject: Authentication from LDAP ** Hi, I have a question regarding LDAP pertaining to AR Server 7.1. I have read in the guides somewhere that unless both the user name and password are stored in the local AR Server, the users are not considered registered users. In Multi-tenancy guest users are not allowed (and we have multi-tenancy turned on). I want to know what are my options. Do I have to import the password as well. I don't think its doable because LDAP would be encrypting them and even if I do import them AR Server needs to know how to decrypt them. Is my analogy of the situation right? if so what can I do. If not please correct me. -- Sivarama __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Syncing two forms in two different servers for failover
http://www.adp-gmbh.ch/ora/concepts/redo_log.html http://download-uk.oracle.com/docs/cd/B10501_01/server.920/a96521/onlineredo.htm#3848 Axton Grams On Tue, Jul 29, 2008 at 12:49 PM, Ravi [EMAIL PROTECTED] wrote: Thanks for the response. forgot to mention. I am using Oracle. Kaiser Norm E CIV USAF 96 CS/SCCE wrote: If you are using Microsoft SQL, you can do log shipping fairly easily and that will keep the two databases nearly identical. You can most assuredly do something similar in Oracle -- I've just never done it. I have a document that describes how to enable log shipping in Microsoft SQL 2000 (should work in later versions, too). I can forward you a copy if you're interested. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ravi Sent: Tuesday, July 29, 2008 10:51 AM To: arslist@ARSLIST.ORG Subject: Syncing two forms in two different servers for failover Hi: I have one remedy server in production and another as a cold stanby in a different location. I have the same form in both servers. Is there anyway to keep the data on this form in the two server identical including the REQUEST_ID for the form? Maybe synced up to the last hour ? Can I just copy the data in T, H and B tables every hour from the production to the standby server maybe once every hour. Thanks Ravi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Accessing Java API at Exec Time
There are a lot of ways to do this but I am assuming it is a simple soap service. If so then you could use the built in SOA call that remedy provides. Here is what you might run into: 1. It must be a simple web service. In other words no Array values or nested stuff. 2. Doesn't use ssl or some weird authentication. 3. Can only be run at the filter level. Another way is to use a set fields $PROCESS$:@@ /my/program/folder/myprogram. The stdout of the program is written to whatever field you set it to. You can then parse it to get the data you want. This can be run via active link. Yet another way is what has been mentioned before ... using the java plugin. This too can only be run at the filter level. Another way is if your shop is web only is to program a javascript/ajax script to get the data you need. This one is probably the most difficult but could be done. There is a Integration pdf that explains all of the options you have for integrating Remedy with another system. Thanks, Sean From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tadeu Augusto Dutra Pinto Sent: Tuesday, July 29, 2008 9:57 AM To: arslist@ARSLIST.ORG Subject: Accessing Java API at Exec Time ** Hi folks, I would like to know if there is a way to integrate ARS with a specific method / service java... I have an implemented service in java called getInfoCustomerByKey(), I would like that everytime that I enter a value on a determined field in my ARS Form, such as the key of the user (like loginName), my service was executed and return to ARS all the data that the service provides... Is there a way to do this with API ? Remembering that this call will be many times by minute... For example, the user enter his 'login name' (key), and the system fill out others fields (like first name, last name, address, etc... - this values will be returned by the service). Thanks, Any doubts I'll be glad to explain! Thanks Tadeu Augusto Dutra Pinto - IT Web Services ATM Cinq Technologies http://www.cinq.com.brhttps://webmail.cinq.com.br/exchweb/bin/redir.asp?URL=http://www.cinq.com.br/ [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] Fone: 41 3018-2833 - Cinq - Confiabilidade, Inovação e Qualidade em T.I. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Email Engine Problems
Hi All We are having a problem with the email engine, whereby it goes down every 2 to 3 days. On checking there are a stack of not send emails, but when the email engine is started, it processess all the emails, i.e. all the pending emails go out without any problems. The log files tell nothing! Like I said this seems to happen between every 2 to 3 days. Any ideas would be greatly appreciated. PS I have checked the archives but have not been able to find any help thanks for your time Environment: Unix ARS V 7.01 Email patch 5 ITSM 7 shafqat ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Authentication from LDAP
Hi Lisa, In the external authentication TAB are both the options i) authenticate - unregistered users and ii) Cross refernce blank password selected? I have external authentication plugin server program number as : 390695. One more thing in the configuration TAB what are the check boxes selected. I have enabled just i) allow unqualified searches and ii) enable multiple assign groups. Thanks Sivarama On Tue, Jul 29, 2008 at 11:11 AM, Lisa Westerfield [EMAIL PROTECTED] wrote: ** In our current implementation we are also multi-tenant, and we do not store passwords in ARS. We are authenticating externally, and our authentication chaining mode is ARS-Area. Hope that helps. *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *sivarama velicheti *Sent:* Tuesday, July 29, 2008 12:02 PM *To:* arslist@ARSLIST.ORG *Subject:* Authentication from LDAP ** Hi, I have a question regarding LDAP pertaining to AR Server 7.1. I have read in the guides somewhere that unless both the user name and password are stored in the local AR Server, the users are not considered registered users. In Multi-tenancy guest users are not allowed (and we have multi-tenancy turned on). I want to know what are my options. Do I have to import the password as well. I don't think its doable because LDAP would be encrypting them and even if I do import them AR Server needs to know how to decrypt them. Is my analogy of the situation right? if so what can I do. If not please correct me. -- Sivarama __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ http://www.bmc.com/userworld/ TuringSMI is a Platinum Sponsor of both BMC UserWorld Events *Email Disclaimer* This email has been sent from the TuringSMI Group This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Email Engine Problems
You might want to consider upgrading to ARS Patch 7 or 8 for version 7.0.1 ... here is the notes on what is fixed in patch 7 for the e-mail engine. SW00282076 BMC Remedy Email Engine would time out and not process outgoing mails. It had to be restarted for the outgoing messages to be sent. Thanks, Sean From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shafqat Ayaz Sent: Tuesday, July 29, 2008 2:42 PM To: arslist@ARSLIST.ORG Subject: Email Engine Problems ** Hi All We are having a problem with the email engine, whereby it goes down every 2 to 3 days. On checking there are a stack of not send emails, but when the email engine is started, it processess all the emails, i.e. all the pending emails go out without any problems. The log files tell nothing! Like I said this seems to happen between every 2 to 3 days. Any ideas would be greatly appreciated. PS I have checked the archives but have not been able to find any help thanks for your time Environment: Unix ARS V 7.01 Email patch 5 ITSM 7 shafqat __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Email Engine Problems
Is your polling interval too frequent? Chances are it must be starting the next poll before the previous process was completed causing it to fail? If that is not your problem your other alternative is to automatically stop and start the email process on a regular interval using a cron job. Joe - Original Message From: Shafqat Ayaz [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tuesday, July 29, 2008 2:42:25 PM Subject: Email Engine Problems ** Hi All We are having a problem with the email engine, whereby it goes down every 2 to 3 days. On checking there are a stack of not send emails, but when the email engine is started, it processess all the emails, i.e. all the pending emails go out without any problems. The log files tell nothing! Like I said this seems to happen between every 2 to 3 days. Any ideas would be greatly appreciated. PS I have checked the archives but have not been able to find any help thanks for your time Environment: Unix ARS V 7.01 Email patch 5 ITSM 7 shafqat ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Authentication from LDAP
Sivarama, I think you have a slight shroud of your understanding of how the LDAP integration works. No you do not need to import any passwords from LDAP to the ARS. The password is not communicated by the LDAP server to the AR Server, rather the response after validation is.. This means that when a user that has a blank password logs into an AR Server that is setup for LDAP authentication, the request for authentication is sent from the ARS to the LDAP server, and if the LDAP server validates the credentials to be valid, the user gets authenticated to Remedy. IF the password for the user is not blank in Remedy, then there is no request for authentication sent to the LDAP server, and the authentication happens locally.. Hope this helps.. Joe - Original Message From: sivarama velicheti [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tuesday, July 29, 2008 2:50:04 PM Subject: Re: Authentication from LDAP ** Hi Lisa, In the external authentication TAB are both the options i) authenticate - unregistered users and ii) Cross refernce blank password selected? I have external authentication plugin server program number as : 390695. One more thing in the configuration TAB what are the check boxes selected. I have enabled just i) allow unqualified searches and ii) enable multiple assign groups. Thanks Sivarama On Tue, Jul 29, 2008 at 11:11 AM, Lisa Westerfield [EMAIL PROTECTED] wrote: ** In our current implementation we are also multi-tenant, and we do not store passwords in ARS. We are authenticating externally, and our authentication chaining mode is ARS-Area. Hope that helps. From:Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of sivarama velicheti Sent: Tuesday, July 29, 2008 12:02 PM To: arslist@ARSLIST.ORG Subject: Authentication from LDAP ** Hi, I have a question regarding LDAP pertaining to AR Server 7.1. I have read in the guides somewhere that unless both the user name and password are stored in the local AR Server, the users are not considered registered users. In Multi-tenancy guest users are not allowed (and we have multi-tenancy turned on). I want to know what are my options. Do I have to import the password as well. I don't think its doable because LDAP would be encrypting them and even if I do import them AR Server needs to know how to decrypt them. Is my analogy of the situation right? if so what can I do. If not please correct me. -- Sivarama __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ TuringSMIis a Platinum Sponsor of both BMC UserWorld Events Email Disclaimer This email has been sent from the TuringSMI Group This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Email Engine Problems
Hello Sean and Joe thanks for the reply Joe the polling interval is set to 3 minutes, so it should not be timing out. Sean, we are testing patch 8 at the moment, but I wanted to know whether anyone else had the same problem, and if upgrading to patch 8 fixed it. You are right about the bug fix thanks once again --- On Tue, 7/29/08, Garrison, Sean (Norcross) [EMAIL PROTECTED] wrote: From: Garrison, Sean (Norcross) [EMAIL PROTECTED] Subject: Re: Email Engine Problems To: arslist@ARSLIST.ORG Date: Tuesday, July 29, 2008, 7:57 PM ** You might want to consider upgrading to ARS Patch 7 or 8 for version 7.0.1 … here is the notes on what is fixed in patch 7 for the e-mail engine. SW00282076 BMC Remedy Email Engine would time out and not process outgoing mails. It had to be restarted for the outgoing messages to be sent. Thanks, Sean From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shafqat Ayaz Sent: Tuesday, July 29, 2008 2:42 PM To: arslist@ARSLIST.ORG Subject: Email Engine Problems ** Hi All We are having a problem with the email engine, whereby it goes down every 2 to 3 days. On checking there are a stack of not send emails, but when the email engine is started, it processess all the emails, i.e. all the pending emails go out without any problems. The log files tell nothing! Like I said this seems to happen between every 2 to 3 days. Any ideas would be greatly appreciated. PS I have checked the archives but have not been able to find any help thanks for your time Environment: Unix ARS V 7.01 Email patch 5 ITSM 7 shafqat __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Opportunity for a Remedy Developer in Washington, DC
Dear Remedy Experts, I have a client in Washington, DC who is looking for a Remedy Developer/Administrator.? This position is Metro accessible and parking is also available.? Below is a brief description for your review.? To discuss this position in more detail, please contact me at 703-532-0554.? Angela Greggs Sr. Technical Recruiter Corestaff Technology Group [EMAIL PROTECTED] 703-532-0554 Single handedly administer and develop a Remedy 5.x and 6.x environment. Work directly with users to gather and implement new requirements. Must have experience on a Unix (Sun Solaris) platform. Remedy 7 experience is a plus. Must have upgrade experience from 5.x to 6.x. Must be able to comfortably navigate Unix from a command shell prompt. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Authentication from LDAP
Hi Joe, Hi Joe let me confirm something from you. When you say that a user who has a blank password I assume that the users password is not stored in AR Server people form or user form. Only his login name is. When he enters his user name and password to login to the user tool or midtier the password he enters gets authenticated with the LDAP and he gets access. If that is the case when I am importing data to the people form in the login tab I can see x in the password field which beats be because I am not importing any password and hence it should show blank instead of x. Do I need to change any settings in password management form?? Thanks Sivarama On Tue, Jul 29, 2008 at 12:03 PM, Joe DeSouza [EMAIL PROTECTED] wrote: ** Sivarama, I think you have a slight shroud of your understanding of how the LDAP integration works. No you do not need to import any passwords from LDAP to the ARS. The password is not communicated by the LDAP server to the AR Server, rather the response after validation is.. This means that when a user that has a blank password logs into an AR Server that is setup for LDAP authentication, the request for authentication is sent from the ARS to the LDAP server, and if the LDAP server validates the credentials to be valid, the user gets authenticated to Remedy. IF the password for the user is not blank in Remedy, then there is no request for authentication sent to the LDAP server, and the authentication happens locally.. Hope this helps.. Joe - Original Message From: sivarama velicheti [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tuesday, July 29, 2008 2:50:04 PM Subject: Re: Authentication from LDAP ** Hi Lisa, In the external authentication TAB are both the options i) authenticate - unregistered users and ii) Cross refernce blank password selected? I have external authentication plugin server program number as : 390695. One more thing in the configuration TAB what are the check boxes selected. I have enabled just i) allow unqualified searches and ii) enable multiple assign groups. Thanks Sivarama On Tue, Jul 29, 2008 at 11:11 AM, Lisa Westerfield [EMAIL PROTECTED] wrote: ** In our current implementation we are also multi-tenant, and we do not store passwords in ARS. We are authenticating externally, and our authentication chaining mode is ARS-Area. Hope that helps. *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *sivarama velicheti *Sent:* Tuesday, July 29, 2008 12:02 PM *To:* arslist@ARSLIST.ORG *Subject:* Authentication from LDAP ** Hi, I have a question regarding LDAP pertaining to AR Server 7.1. I have read in the guides somewhere that unless both the user name and password are stored in the local AR Server, the users are not considered registered users. In Multi-tenancy guest users are not allowed (and we have multi-tenancy turned on). I want to know what are my options. Do I have to import the password as well. I don't think its doable because LDAP would be encrypting them and even if I do import them AR Server needs to know how to decrypt them. Is my analogy of the situation right? if so what can I do. If not please correct me. -- Sivarama __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ http://www.bmc.com/userworld/ TuringSMI is a Platinum Sponsor of both BMC UserWorld Events *Email Disclaimer* This email has been sent from the TuringSMI Group This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Help Desk 6.3
I added the user to the group and now they can see the tickets. But this causes a problem - manager's don't get Assigned tickets. Making them the Manager of the group does not work. Is there a work around to this - or is this operating as designed? Thanks! On Tue, Jul 29, 2008 at 11:48 AM, T. Dee [EMAIL PROTECTED] wrote: He is already a member of the group. On Tue, Jul 29, 2008 at 11:28 AM, Steven Pataray [EMAIL PROTECTED] wrote: ** As far as I know in 6.3 just setting him as a manager in the Configure Group Definition doesn't affect the console. The manager needs to be configured in the group from the Group Population form. You have to look at the Management Console's Table Property to understand how it works. As mine shows: (( $Console View$ = Group) AND ( 'Assigned To Group+' != $NULL$ ) AND ($GROUPS$ LIKE (( % + 'Assigned To Group+') + % ))) If what you are saying is how ITSM 7 works that would be a great change. I guess with some added workflow you could use that field in the Configure Group Definition to filter it. Steve On 7/29/08, T. Dee [EMAIL PROTECTED] wrote: Yes the Console View is set to Group as well - sorry forgot to include that in my email - and still the tickets do not show up. On Tue, Jul 29, 2008 at 10:37 AM, Steven Pataray [EMAIL PROTECTED] wrote: ** You didn't mention what the Console View is set at. If he is part of a group and he just wants to see what tickets are assigned to his group/s he has to set the Console View to Group. If he just want to see tickets assigned to himself he sets the Console View to Myself. All the Show does is filter the types of cases (HD, CHG, TSK or All). Steve On 7/29/08, T. Dee [EMAIL PROTECTED] wrote: I checked - the user is part of App-Management as well I have him set as Manager's Name on Configure Group Definition. When I open the Remedy Management Console I click on the SHOW pull down and choose ALL OPEN REQUESTS, but only see what is assigned to him - not the tickets to the group that he belongs to. Any ideas what I am missing? THANKS! On Tue, Jul 29, 2008 at 8:12 AM, T. Dee [EMAIL PROTECTED] wrote: They are part of the group - this is why I didn't understand why the ticket would not show up in the management console. As well it seems in 6.3 they don't have Member and Associate Member like they do in ITSM 7. Because Manager's may want to see all the tickets, but don't want to be part of the group. On Mon, Jul 28, 2008 at 9:14 PM, Steven Pataray [EMAIL PROTECTED] wrote: ** 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! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: BMC Out of Box reports (UNCLASSIFIED)
Classification: UNCLASSIFIED Caveats: NONE We have modified several reports for our use (particularly, making the Notes area grow). The issue I believe you're having is with the ODBC connection credentials assumed by the canned reports. The OOTB (canned) reports will work with the credentials BMC embedded, but if you modify them, you'll have to work with your local credentials. First of all, save a copy of the original report (but you already knew that). Make desired changes to a copy, and verify the database. Make sure that the new connection is using valid local user credentials and/or ODBC connection settings. Replace the file in the Report form record, and you should be on your way. HTH, Michael W. Luttmann Sr. Remedy Developer Fort Carson DOIM -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter Sent: Monday, July 28, 2008 2:15 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Out of Box reports ** 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 http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ The Famous, the Infamous, the Lame - in your browser. Get the TMZ Toolbar Now http://toolbar.aol.com/tmz/download.html?NCID=aolcmp000514 ! __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [EMAIL PROTECTED] LinkedIn Profile = http://www.linkedin.com/in/hbr4270 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Classification: UNCLASSIFIED Caveats: NONE ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Authentication from LDAP
When it's blank it will still show x. That one threw me off the first time I saw it too. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of sivarama velicheti Sent: Tuesday, July 29, 2008 2:18 PM To: arslist@ARSLIST.ORG Subject: Re: Authentication from LDAP ** Hi Joe, Hi Joe let me confirm something from you. When you say that a user who has a blank password I assume that the users password is not stored in AR Server people form or user form. Only his login name is. When he enters his user name and password to login to the user tool or midtier the password he enters gets authenticated with the LDAP and he gets access. If that is the case when I am importing data to the people form in the login tab I can see x in the password field which beats be because I am not importing any password and hence it should show blank instead of x. Do I need to change any settings in password management form?? Thanks Sivarama On Tue, Jul 29, 2008 at 12:03 PM, Joe DeSouza [EMAIL PROTECTED] wrote: ** Sivarama, I think you have a slight shroud of your understanding of how the LDAP integration works. No you do not need to import any passwords from LDAP to the ARS. The password is not communicated by the LDAP server to the AR Server, rather the response after validation is.. This means that when a user that has a blank password logs into an AR Server that is setup for LDAP authentication, the request for authentication is sent from the ARS to the LDAP server, and if the LDAP server validates the credentials to be valid, the user gets authenticated to Remedy. IF the password for the user is not blank in Remedy, then there is no request for authentication sent to the LDAP server, and the authentication happens locally.. Hope this helps.. Joe - Original Message From: sivarama velicheti [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tuesday, July 29, 2008 2:50:04 PM Subject: Re: Authentication from LDAP ** Hi Lisa, In the external authentication TAB are both the options i) authenticate - unregistered users and ii) Cross refernce blank password selected? I have external authentication plugin server program number as : 390695. One more thing in the configuration TAB what are the check boxes selected. I have enabled just i) allow unqualified searches and ii) enable multiple assign groups. Thanks Sivarama On Tue, Jul 29, 2008 at 11:11 AM, Lisa Westerfield [EMAIL PROTECTED] wrote: ** In our current implementation we are also multi-tenant, and we do not store passwords in ARS. We are authenticating externally, and our authentication chaining mode is ARS-Area. Hope that helps. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of sivarama velicheti Sent: Tuesday, July 29, 2008 12:02 PM To: arslist@ARSLIST.ORG Subject: Authentication from LDAP ** Hi, I have a question regarding LDAP pertaining to AR Server 7.1. I have read in the guides somewhere that unless both the user name and password are stored in the local AR Server, the users are not considered registered users. In Multi-tenancy guest users are not allowed (and we have multi-tenancy turned on). I want to know what are my options. Do I have to import the password as well. I don't think its doable because LDAP would be encrypting them and even if I do import them AR Server needs to know how to decrypt them. Is my analogy of the situation right? if so what can I do. If not please correct me. -- Sivarama __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ Error! Filename not specified. http://www.bmc.com/userworld/ TuringSMI is a Platinum Sponsor of both BMC UserWorld Events Email Disclaimer This email has been sent from the TuringSMI Group This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: BMC Out of Box reports (UNCLASSIFIED)
Michael, Thanks I was given access to another pc and they were able to be modified. It looks like it was an install issue with crystal 11 or the Remedy ODBC drivers. Howard On 7/29/08, Luttmann, Michael W CTR USA [EMAIL PROTECTED] wrote: Classification: UNCLASSIFIED Caveats: NONE We have modified several reports for our use (particularly, making the Notes area grow). The issue I believe you're having is with the ODBC connection credentials assumed by the canned reports. The OOTB (canned) reports will work with the credentials BMC embedded, but if you modify them, you'll have to work with your local credentials. First of all, save a copy of the original report (but you already knew that). Make desired changes to a copy, and verify the database. Make sure that the new connection is using valid local user credentials and/or ODBC connection settings. Replace the file in the Report form record, and you should be on your way. HTH, Michael W. Luttmann Sr. Remedy Developer Fort Carson DOIM -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter Sent: Monday, July 28, 2008 2:15 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Out of Box reports ** 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 http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ The Famous, the Infamous, the Lame - in your browser. Get the TMZ Toolbar Now http://toolbar.aol.com/tmz/download.html?NCID=aolcmp000514 ! __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [EMAIL PROTECTED] LinkedIn Profile = http://www.linkedin.com/in/hbr4270 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Classification: UNCLASSIFIED Caveats: NONE ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [EMAIL PROTECTED] LinkedIn Profile = http://www.linkedin.com/in/hbr4270 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Opportunity for a Remedy Developer in Washington, DC
H...interesting...no ITSM requirement? Is this possibly another custom developer job? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of AKG Sent: Tuesday, July 29, 2008 2:08 PM To: arslist@ARSLIST.ORG Subject: Opportunity for a Remedy Developer in Washington, DC ** Dear Remedy Experts, I have a client in Washington, DC who is looking for a Remedy Developer/Administrator. This position is Metro accessible and parking is also available. Below is a brief description for your review. To discuss this position in more detail, please contact me at 703-532-0554. Angela Greggs Sr. Technical Recruiter Corestaff Technology Group [EMAIL PROTECTED] 703-532-0554 Single handedly administer and develop a Remedy 5.x and 6.x environment. Work directly with users to gather and implement new requirements. Must have experience on a Unix (Sun Solaris) platform. Remedy 7 experience is a plus. Must have upgrade experience from 5.x to 6.x. Must be able to comfortably navigate Unix from a command shell prompt. The Famous, the Infamous, the Lame - in your browser. Get the TMZ Toolbar Now http://toolbar.aol.com/tmz/download.html?NCID=aolcmp000514 ! __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Opportunity for a Remedy Developer in Washington, DC
ITSM is a suite of out-of-the-box modules that are very popular now. Most jobs calling for Remedy developers require that the developer have at least some experience with ITSM 7.x. There are, however, many instances where the applications used by an organization are custom built. In such places, ITSM experience is not needed. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of AKG Sent: Tuesday, July 29, 2008 3:04 PM To: arslist@ARSLIST.ORG Subject: Re: Opportunity for a Remedy Developer in Washington, DC ** Hi Norm, I'm sorry, but I'm not sure what you mean by ITSM requiement. If you explain to me, I can answer your questions. Thanks, Angela -Original Message- From: Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tue, 29 Jul 2008 3:59 pm Subject: Re: Opportunity for a Remedy Developer in Washington, DC H...interesting...no ITSM requirement? Is this possibly another custom developer job? -Original Message- From: Action Request System discussion list(ARSList) __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Opportunity for a Remedy Developer in Washington, DC
ITSM is BMC's answer to ITIL. Is your customer upgrading to v.7 of ITSM, are they running it? I guess we are trying to understand what they are looking for. hbr On 7/29/08, AKG [EMAIL PROTECTED] wrote: ** Hi Norm, I'm sorry, but I'm not sure what you mean by ITSM requiement. If you explain to me, I can answer your questions. Thanks, Angela -Original Message- From: Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tue, 29 Jul 2008 3:59 pm Subject: Re: Opportunity for a Remedy Developer in Washington, DC H...interesting...no ITSM requirement? Is this possibly another custom developer job? -Original Message- From: Action Request System discussion list(ARSList) __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [EMAIL PROTECTED] LinkedIn Profile = http://www.linkedin.com/in/hbr4270 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Authentication from LDAP
Hi Lisa, Please tell me if the options that I have enabled are appropriate and if its set the same way in your server. Then probably I will have to look at my LDAP password. Thanks Sivarama On Tue, Jul 29, 2008 at 12:44 PM, Lisa Westerfield [EMAIL PROTECTED] wrote: ** When it's blank it will still show x. That one threw me off the first time I saw it too. *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *sivarama velicheti *Sent:* Tuesday, July 29, 2008 2:18 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Authentication from LDAP ** Hi Joe, Hi Joe let me confirm something from you. When you say that a user who has a blank password I assume that the users password is not stored in AR Server people form or user form. Only his login name is. When he enters his user name and password to login to the user tool or midtier the password he enters gets authenticated with the LDAP and he gets access. If that is the case when I am importing data to the people form in the login tab I can see x in the password field which beats be because I am not importing any password and hence it should show blank instead of x. Do I need to change any settings in password management form?? Thanks Sivarama On Tue, Jul 29, 2008 at 12:03 PM, Joe DeSouza [EMAIL PROTECTED] wrote: ** Sivarama, I think you have a slight shroud of your understanding of how the LDAP integration works. No you do not need to import any passwords from LDAP to the ARS. The password is not communicated by the LDAP server to the AR Server, rather the response after validation is.. This means that when a user that has a blank password logs into an AR Server that is setup for LDAP authentication, the request for authentication is sent from the ARS to the LDAP server, and if the LDAP server validates the credentials to be valid, the user gets authenticated to Remedy. IF the password for the user is not blank in Remedy, then there is no request for authentication sent to the LDAP server, and the authentication happens locally.. Hope this helps.. Joe - Original Message From: sivarama velicheti [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tuesday, July 29, 2008 2:50:04 PM Subject: Re: Authentication from LDAP ** Hi Lisa, In the external authentication TAB are both the options i) authenticate - unregistered users and ii) Cross refernce blank password selected? I have external authentication plugin server program number as : 390695. One more thing in the configuration TAB what are the check boxes selected. I have enabled just i) allow unqualified searches and ii) enable multiple assign groups. Thanks Sivarama On Tue, Jul 29, 2008 at 11:11 AM, Lisa Westerfield [EMAIL PROTECTED] wrote: ** In our current implementation we are also multi-tenant, and we do not store passwords in ARS. We are authenticating externally, and our authentication chaining mode is ARS-Area. Hope that helps. *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *sivarama velicheti *Sent:* Tuesday, July 29, 2008 12:02 PM *To:* arslist@ARSLIST.ORG *Subject:* Authentication from LDAP ** Hi, I have a question regarding LDAP pertaining to AR Server 7.1. I have read in the guides somewhere that unless both the user name and password are stored in the local AR Server, the users are not considered registered users. In Multi-tenancy guest users are not allowed (and we have multi-tenancy turned on). I want to know what are my options. Do I have to import the password as well. I don't think its doable because LDAP would be encrypting them and even if I do import them AR Server needs to know how to decrypt them. Is my analogy of the situation right? if so what can I do. If not please correct me. -- Sivarama __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ *Error! Filename not specified.* http://www.bmc.com/userworld/ TuringSMI is a Platinum Sponsor of both BMC UserWorld Events *Email Disclaimer* This email has been sent from the TuringSMI Group This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___
Re: Authentication from LDAP
Authenticate Unregistered Users is not selected Cross reference blank password is selected Program Number is 390695 Ignore Excess Groups is selected On the Configuration tab, I have selected: Server Group Member Disable Escalations Disable Alerts Enable Multiple Assign Groups From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of sivarama velicheti Sent: Tuesday, July 29, 2008 1:50 PM To: arslist@ARSLIST.ORG Subject: Re: Authentication from LDAP ** Hi Lisa, In the external authentication TAB are both the options i) authenticate - unregistered users and ii) Cross refernce blank password selected? I have external authentication plugin server program number as : 390695. One more thing in the configuration TAB what are the check boxes selected. I have enabled just i) allow unqualified searches and ii) enable multiple assign groups. Thanks Sivarama On Tue, Jul 29, 2008 at 11:11 AM, Lisa Westerfield [EMAIL PROTECTED] wrote: ** In our current implementation we are also multi-tenant, and we do not store passwords in ARS. We are authenticating externally, and our authentication chaining mode is ARS-Area. Hope that helps. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of sivarama velicheti Sent: Tuesday, July 29, 2008 12:02 PM To: arslist@ARSLIST.ORG Subject: Authentication from LDAP ** Hi, I have a question regarding LDAP pertaining to AR Server 7.1. I have read in the guides somewhere that unless both the user name and password are stored in the local AR Server, the users are not considered registered users. In Multi-tenancy guest users are not allowed (and we have multi-tenancy turned on). I want to know what are my options. Do I have to import the password as well. I don't think its doable because LDAP would be encrypting them and even if I do import them AR Server needs to know how to decrypt them. Is my analogy of the situation right? if so what can I do. If not please correct me. -- Sivarama __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Error! Filename not specified. http://www.bmc.com/userworld/ TuringSMI is a Platinum Sponsor of both BMC UserWorld Events Email Disclaimer This email has been sent from the TuringSMI Group This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Remedy Developer Position Open for Immediate Fill!!!!
Good afternoon all! I have a Remedy Developer position open. This position is contracted for 3 months with the possibility of going permanent. It includes 100% travel, which is covered by the company and it pays well. It is with a large government contractor and the candidate needs an Active Secret clearance. If you know anyone who is interested, please contact me as soon as possible. All my best, Chrystol NO RECRUITERS PLEASE ! Chrystol Norton-Quick Recruiter GSAC Global Staffing and Consulting, LLC 410-772-7832 Columbia, MD office 410-772-7831 fax www.gsacgroup.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Authentication from LDAP
Sivarama, I am not sure where you read that, but if you set up LADP for SSO you do need to have of the infomation about a user in the system. If a password is stored on the ar system, then it wiil use that, if blank it will use the LDAP (SSO). I hope that helps, hbr On 7/29/08, Lisa Westerfield [EMAIL PROTECTED] wrote: ** Authenticate Unregistered Users is not selected Cross reference blank password is selected Program Number is 390695 Ignore Excess Groups is selected On the Configuration tab, I have selected: Server Group Member Disable Escalations Disable Alerts Enable Multiple Assign Groups *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *sivarama velicheti *Sent:* Tuesday, July 29, 2008 1:50 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Authentication from LDAP ** Hi Lisa, In the external authentication TAB are both the options i) authenticate - unregistered users and ii) Cross refernce blank password selected? I have external authentication plugin server program number as : 390695. One more thing in the configuration TAB what are the check boxes selected. I have enabled just i) allow unqualified searches and ii) enable multiple assign groups. Thanks Sivarama On Tue, Jul 29, 2008 at 11:11 AM, Lisa Westerfield [EMAIL PROTECTED] wrote: ** In our current implementation we are also multi-tenant, and we do not store passwords in ARS. We are authenticating externally, and our authentication chaining mode is ARS-Area. Hope that helps. *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *sivarama velicheti *Sent:* Tuesday, July 29, 2008 12:02 PM *To:* arslist@ARSLIST.ORG *Subject:* Authentication from LDAP ** Hi, I have a question regarding LDAP pertaining to AR Server 7.1. I have read in the guides somewhere that unless both the user name and password are stored in the local AR Server, the users are not considered registered users. In Multi-tenancy guest users are not allowed (and we have multi-tenancy turned on). I want to know what are my options. Do I have to import the password as well. I don't think its doable because LDAP would be encrypting them and even if I do import them AR Server needs to know how to decrypt them. Is my analogy of the situation right? if so what can I do. If not please correct me. -- Sivarama __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ *Error! Filename not specified.* http://www.bmc.com/userworld/ TuringSMI is a Platinum Sponsor of both BMC UserWorld Events *Email Disclaimer* This email has been sent from the TuringSMI Group This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [EMAIL PROTECTED] LinkedIn Profile = http://www.linkedin.com/in/hbr4270 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
FW: Remedy Developer Position Open for Immediate Fill!!!!
Good afternoon all! I have a Remedy Developer position open. This position is contracted for 3 months with the possibility of going permanent. It includes 100% travel, which is covered by the company and it pays well. It is with a large government contractor and the candidate needs an Active Secret clearance. If you know anyone who is interested, please contact me as soon as possible. When does it start? ASAP!!! (as soon as we can fill it) Where (city, state) is it? This position requires 100 % travel to Oklahoma City (thru August), then travel to Hanscom AFB (Boston, MA) for 2 wks for TO validation/acceptance testing, and travel to Langley AFB (Norfolk, VA) for installation (3-6 wks). Depending on schedule slips and physical readiness, this person may also be tasked with installation at Peterson AFB (Colorado Springs, CO) for 3-6 wks. What is the nature of the work (beyond Remedy Development)? Remedy Developer/Engineer will be responsible for developing, documenting, and maintaining both standard ITSM systems and government developed custom applications in an Air Force environment. The application development is for an enterprise environment and will be implemented using high availability and fault-tolerant methods. The developer will be responsible for managing a small team of engineers to develop the applications as well as the environment to ensure a highly available system is available to the Air Force customer. The candidate selected will be part of a technical engineering team designing, configuration, testing and implementation I-NOSC Situational Awareness System. All my best, Chrystol NO RECRUITERS PLEASE ! Chrystol Norton-Quick Recruiter GSAC Global Staffing and Consulting, LLC 410-772-7832 Columbia, MD office 410-772-7831 fax www.gsacgroup.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Report To File functionality fails
Hi Pascal, Try searching the archives for the subject Can you export to a csv file from Mid Tier?. This seems to be pretty common if you upgrade from a pre 7.x server. You can also try the link below: http://listserv.rbugs.com/wa.exe?A2=ind0804L=arslistD=01=arslist9=AI=-3K=1X=6095B2060A337C187Ad=no+match%3Bmatch%3Bmatchesz=4P=129168 HTH, Jason On Mon, Jul 28, 2008 at 3:21 AM, Tournier, Pascal [EMAIL PROTECTED] wrote: ** 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 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Authentication from LDAP
Hi Howard, I haven't set up LDAP for SSO. I will tell you what I have done. I have filled out the AR Server ARDBC and AREA configuration forms to the extent required. I have given all the authentication details for the LDAP server in the forms. I am able to access and pull the LDAP table details into my vendor form (which is indicative that the authentication is working for ARDBC). I have used the same authentication details for AREA form as well. Then I filled out the EA tab of the Server Information form. I restarted the AR Server (i changed the RPC plugin server number as directed and enabled cross reference blank password and have the authentication chaining mode setup as ARS-AREA). Now I am trying to login to Remedy User Tool using my credentials as stored in LDAP and it says that the authentication has failed. Please advice as to what more needs to be done. I would be implementing SSO as well and so please share with me if you have any idea how to set it up (I have no idea at all). Thanks Sivarama On Tue, Jul 29, 2008 at 1:40 PM, Howard Richter [EMAIL PROTECTED] wrote: ** Sivarama, I am not sure where you read that, but if you set up LADP for SSO you do need to have of the infomation about a user in the system. If a password is stored on the ar system, then it wiil use that, if blank it will use the LDAP (SSO). I hope that helps, hbr On 7/29/08, Lisa Westerfield [EMAIL PROTECTED] wrote: ** Authenticate Unregistered Users is not selected Cross reference blank password is selected Program Number is 390695 Ignore Excess Groups is selected On the Configuration tab, I have selected: Server Group Member Disable Escalations Disable Alerts Enable Multiple Assign Groups *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *sivarama velicheti *Sent:* Tuesday, July 29, 2008 1:50 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Authentication from LDAP ** Hi Lisa, In the external authentication TAB are both the options i) authenticate - unregistered users and ii) Cross refernce blank password selected? I have external authentication plugin server program number as : 390695. One more thing in the configuration TAB what are the check boxes selected. I have enabled just i) allow unqualified searches and ii) enable multiple assign groups. Thanks Sivarama On Tue, Jul 29, 2008 at 11:11 AM, Lisa Westerfield [EMAIL PROTECTED] wrote: ** In our current implementation we are also multi-tenant, and we do not store passwords in ARS. We are authenticating externally, and our authentication chaining mode is ARS-Area. Hope that helps. *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *sivarama velicheti *Sent:* Tuesday, July 29, 2008 12:02 PM *To:* arslist@ARSLIST.ORG *Subject:* Authentication from LDAP ** Hi, I have a question regarding LDAP pertaining to AR Server 7.1. I have read in the guides somewhere that unless both the user name and password are stored in the local AR Server, the users are not considered registered users. In Multi-tenancy guest users are not allowed (and we have multi-tenancy turned on). I want to know what are my options. Do I have to import the password as well. I don't think its doable because LDAP would be encrypting them and even if I do import them AR Server needs to know how to decrypt them. Is my analogy of the situation right? if so what can I do. If not please correct me. -- Sivarama __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ *Error! Filename not specified.* http://www.bmc.com/userworld/ TuringSMI is a Platinum Sponsor of both BMC UserWorld Events *Email Disclaimer* This email has been sent from the TuringSMI Group This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- 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___
Column Technologies is Seeking Contractor for Texas based project- 2 + months
We are seeking a Senior Remedy Consultant to run ITSM 7 workshops. If you're interested, please email your rate, availability and resume as a PDF or MS Word document to [EMAIL PROTECTED] TE is not included in the rate- you will bill us separately for that. The duration is 2 + months and it can start in mid - late August Thanks! 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 - 2004 BMC Solution Partner of the Year 2004 - 2006 BMC Fastest Growing Worldwide Partner - 2006 Inc. 500 Fastest Growing Private Companies - 2006 BMC 2007 Americas and Worldwide Top Solution Provider __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Categorizations...
Hi, The ticket comes in from Help Desk and they go to assign it.? When they classify the ticket - they want to only see the OP Catalog entries for a specific Group: If the OP Catalog says install Printer X500 How do we distinguish who to route it to if both the Engineer and Help Desk perform this service. I can pull workflow from CTM:People and location,? however when I pull it - the data is not going to filter the OP catalog entries at each level. Ideally - I wish there was some way to show if the Business Unit is equal to XYZ then show these values in OP Catalog Tier 1, Tier, 2, Tier 3? - but that is four tiers correct? -Original Message- From: Sebastiaan de Man [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Mon, 28 Jul 2008 10:05 pm Subject: Re: Categorizations... ** 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. 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___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Categorizations...
Well, one way would be to modify the menus to reflect that qualification, but I wonder if that could kind of get into a circular thing with auto-assignments. You will either need to find some way of automatically differentiating the issues that go to one group vs. the other, or leave that to a manual assignment based on the knowledge of the issue by the tech taking the call. Without knowing what it is that differentiates those assignments, I couldn't begin to speculate on how. Once you figure that out, you'll probably also figure out how to use that data to answer your question. Rick On Tue, Jul 29, 2008 at 3:11 PM, Kathy Morris [EMAIL PROTECTED]wrote: ** Hi, The ticket comes in from Help Desk and they go to assign it. When they classify the ticket - they want to only see the OP Catalog entries for a specific Group: If the OP Catalog says install Printer X500 How do we distinguish who to route it to if both the Engineer and Help Desk perform this service. I can pull workflow from CTM:People and location, however when I pull it - the data is not going to filter the OP catalog entries at each level. Ideally - I wish there was some way to show if the Business Unit is equal to XYZ then show these values in OP Catalog Tier 1, Tier, 2, Tier 3 - but that is four tiers correct? -Original Message- From: Sebastiaan de Man [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Mon, 28 Jul 2008 10:05 pm Subject: Re: Categorizations... ** 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Authentication from LDAP
Hi Lisa, Thanks for you help in this issue. I have one questopn for you though. Have you mapped the LDAP groups and AR Server Groups in the EA Tab. I don't have any groups mapped. Is that why I am facing this issue?? Thanks Sivarama On Tue, Jul 29, 2008 at 1:31 PM, Lisa Westerfield [EMAIL PROTECTED] wrote: ** Authenticate Unregistered Users is not selected Cross reference blank password is selected Program Number is 390695 Ignore Excess Groups is selected On the Configuration tab, I have selected: Server Group Member Disable Escalations Disable Alerts Enable Multiple Assign Groups *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *sivarama velicheti *Sent:* Tuesday, July 29, 2008 1:50 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Authentication from LDAP ** Hi Lisa, In the external authentication TAB are both the options i) authenticate - unregistered users and ii) Cross refernce blank password selected? I have external authentication plugin server program number as : 390695. One more thing in the configuration TAB what are the check boxes selected. I have enabled just i) allow unqualified searches and ii) enable multiple assign groups. Thanks Sivarama On Tue, Jul 29, 2008 at 11:11 AM, Lisa Westerfield [EMAIL PROTECTED] wrote: ** In our current implementation we are also multi-tenant, and we do not store passwords in ARS. We are authenticating externally, and our authentication chaining mode is ARS-Area. Hope that helps. *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *sivarama velicheti *Sent:* Tuesday, July 29, 2008 12:02 PM *To:* arslist@ARSLIST.ORG *Subject:* Authentication from LDAP ** Hi, I have a question regarding LDAP pertaining to AR Server 7.1. I have read in the guides somewhere that unless both the user name and password are stored in the local AR Server, the users are not considered registered users. In Multi-tenancy guest users are not allowed (and we have multi-tenancy turned on). I want to know what are my options. Do I have to import the password as well. I don't think its doable because LDAP would be encrypting them and even if I do import them AR Server needs to know how to decrypt them. Is my analogy of the situation right? if so what can I do. If not please correct me. -- Sivarama __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ *Error! Filename not specified.* http://www.bmc.com/userworld/ TuringSMI is a Platinum Sponsor of both BMC UserWorld Events *Email Disclaimer* This email has been sent from the TuringSMI Group This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Incident creation error
Hi Lisa, Thanks for your valuable inputs. Indeed pressing the enter key solved my issue. It is firing some workflows in the background after I hit enter. Thanks Siva On Fri, Jul 25, 2008 at 11:05 AM, sivarama velicheti [EMAIL PROTECTED]wrote: Hi Lisa, No that's not the issue. I have change mgmt installed as well and I can create change requests. I am not using requester console to create an incident but going via the overview console to create the new incident. I click on the first stage of the workflow and from the menu click next stage and a form appears in which I am filling out all the mandatory fields indicated. Thanks Sivarama On Fri, Jul 25, 2008 at 10:37 AM, Lisa Westerfield [EMAIL PROTECTED] wrote: Make sure the contact company field is the one that's filled in. It's confusing sometimes because of the multiple company fields. I've seen users get similar errors becaus they didn't press (enter) in the requestor's information, so it didn't pull back the location information. Just an idea... -Original Message- From: sivarama velicheti [EMAIL PROTECTED] Sent: Friday, July 25, 2008 12:20 PM To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG Subject: Incident creation error Hi Group, I am getting the following error when I am trying to create an incident through the incident management console. *The Summary, Impact, Urgency, Priority, Company and Service Type fields require an entry when submitting a new Incident to stage. (ARERR 44878). *The worst part is I have all the above mentioned fields populated but the system still generates this error. Has anyone faced this weird situation. Please advise Thanks Sivarama Velicheti ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- -- Sivarama Velicheti * * * *** * * * - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: I can't get my pre-fetch Configuration to work (Mid-Tier 7.1.0)
You will want to cache the secondary forms too. John Rosquist RightStar Systems - Original Message From: Bilinski, John [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tuesday, July 29, 2008 8:44:14 AM Subject: I can't get my pre-fetch Configuration to work (Mid-Tier 7.1.0) ** I am having an issue with Mid-Tier Pre-fetch: I have Cache Persistence Enabled and I have Perform Check disabled for better performance. I am trying to get the Pre-fetch Configuration to work for my Mid-Tier 7.1.0. I am trying to prefetch the main forms in ITSM as a test. The homepage is hanging got a lot longer than if I didn't have pre-fetch enabled. All form names are OOB and have not been changed. Is there something wrong with my Pre-Fetch Configuration file? Prefetch Configuration (Link to the xsd file): ?xml version=1.0 encoding=UTF-8 standalone=no? midtier-prefetch-config xmlns=http://www.bmc.com/remedy/midtier/midtier; prefetch-user user-namejbilinski/user-name localeen_US/locale prefetch-server server-namejmd-phb-remd03/server-name prefetch-form form-nameHome Page/form-name /prefetch-form prefetch-form form-nameHPD:Help Desk/form-name /prefetch-form prefetch-form form-nameHPD:Incident Management Console/form-name /prefetch-form prefetch-form form-nameCHG:Change Management Console/form-name /prefetch-form prefetch-form form-nameCHG:Infrastructure Change/form-name /prefetch-form prefetch-form form-namePBM:Problem Management Console/form-name /prefetch-form prefetch-form form-namePBM:Problem Investigation/form-name /prefetch-form prefetch-form form-nameTMS:Task/form-name /prefetch-form /prefetch-server /prefetch-user /midtier-prefetch-config John Bilinski Operations Services Staff OSS Remedy System DBA Contractor (CSC) 202.305.3202 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Authentication from LDAP
No, we don't have anything mapped for Groups. What symptoms are you seeing - that may help me troubleshoot with you. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of sivarama velicheti Sent: Tuesday, July 29, 2008 6:37 PM To: arslist@ARSLIST.ORG Subject: Re: Authentication from LDAP ** Hi Lisa, Thanks for you help in this issue. I have one questopn for you though. Have you mapped the LDAP groups and AR Server Groups in the EA Tab. I don't have any groups mapped. Is that why I am facing this issue?? Thanks Sivarama On Tue, Jul 29, 2008 at 1:31 PM, Lisa Westerfield [EMAIL PROTECTED] wrote: ** Authenticate Unregistered Users is not selected Cross reference blank password is selected Program Number is 390695 Ignore Excess Groups is selected On the Configuration tab, I have selected: Server Group Member Disable Escalations Disable Alerts Enable Multiple Assign Groups From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of sivarama velicheti Sent: Tuesday, July 29, 2008 1:50 PM To: arslist@ARSLIST.ORG Subject: Re: Authentication from LDAP ** Hi Lisa, In the external authentication TAB are both the options i) authenticate - unregistered users and ii) Cross refernce blank password selected? I have external authentication plugin server program number as : 390695. One more thing in the configuration TAB what are the check boxes selected. I have enabled just i) allow unqualified searches and ii) enable multiple assign groups. Thanks Sivarama On Tue, Jul 29, 2008 at 11:11 AM, Lisa Westerfield [EMAIL PROTECTED] wrote: ** In our current implementation we are also multi-tenant, and we do not store passwords in ARS. We are authenticating externally, and our authentication chaining mode is ARS-Area. Hope that helps. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of sivarama velicheti Sent: Tuesday, July 29, 2008 12:02 PM To: arslist@ARSLIST.ORG Subject: Authentication from LDAP ** Hi, I have a question regarding LDAP pertaining to AR Server 7.1. I have read in the guides somewhere that unless both the user name and password are stored in the local AR Server, the users are not considered registered users. In Multi-tenancy guest users are not allowed (and we have multi-tenancy turned on). I want to know what are my options. Do I have to import the password as well. I don't think its doable because LDAP would be encrypting them and even if I do import them AR Server needs to know how to decrypt them. Is my analogy of the situation right? if so what can I do. If not please correct me. -- Sivarama __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Error! Filename not specified. http://www.bmc.com/userworld/ TuringSMI is a Platinum Sponsor of both BMC UserWorld Events Email Disclaimer This email has been sent from the TuringSMI Group This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
problems with SLM email
Hi all ARS 7.1 p2 ITSM 7.0.3 p7 SLM P1 On Solaris DB Oracle 10.1.2 We are experiencing a problem with email actions generated from the SLM engine when hitting milestones. When a milestone is hit it should notify the Assignee and the all other members of the Assigned Group The from: field is not being set to what it is in the AR Email mailbox configuration: [EMAIL PROTECTED] but rather to the same value of the To: field I note that the four filters SLM:RuleActionNotifier:ExpandNamesAndNotify_ARTaskxx_WebURLxxx all set the From: field to $SLA_NotificationAlertTo$ is this correct? Should it not set any value so it defaults to the value in the mailbox configuration? We are assigning the individual emails to $Assignee Login ID$ which is resolving to the correct email address and is being sent, but when we try the same thing with the assigned group we have problems. Using $Assigned Group$ errors out as the From: name is not a valid email address. Using $Assigned Group ID$ works (an email is sent) but places the Group ID field into the From and To fields; where these emails are going is anyones guess. Should I be using the $Assignee Groups$ field here? In ITSM 5.5 we would use $Assigned To Group+$ which obviously does in exist in ITSM 7.0.3 Yours Stuart Schon __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Authentication from LDAP
The password field is masked so the fact that you can see the ***'s do not mean anything. So if you are sure you haven't set any value either by directly mapping the password field to a column in the import file or through workflow, you could safely assume that all your passwords are null. Technically only your Demo (administrator user) user should have its password stored in the AR System if you have not created an ldap account for Demo. Its usually a good idea to keep this password in the AR System and not ldap though just in case there is an outage on the ldap server, as you will still be able to use the AR System by disabling the ldap integration - it would be a sort of a security risk as uses will have a blank password but thats another issue.. You could probably device some workflow to issue temp passwords during such an event and email them to the users, and restore them to null when you want to start using the ldap integration again.. Joe - Original Message From: sivarama velicheti [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tuesday, July 29, 2008 3:18:16 PM Subject: Re: Authentication from LDAP ** Hi Joe, Hi Joe let me confirm something from you. When you say that a user who has a blank password I assume that the users password is not stored in AR Server people form or user form. Only his login name is. When he enters his user name and password to login to the user tool or midtier the password he enters gets authenticated with the LDAP and he gets access. If that is the case when I am importing data to the people form in the login tab I can see x in the password field which beats be because I am not importing any password and hence it should show blank instead of x. Do I need to change any settings in password management form?? Thanks Sivarama On Tue, Jul 29, 2008 at 12:03 PM, Joe DeSouza [EMAIL PROTECTED] wrote: ** Sivarama, I think you have a slight shroud of your understanding of how the LDAP integration works. No you do not need to import any passwords from LDAP to the ARS. The password is not communicated by the LDAP server to the AR Server, rather the response after validation is.. This means that when a user that has a blank password logs into an AR Server that is setup for LDAP authentication, the request for authentication is sent from the ARS to the LDAP server, and if the LDAP server validates the credentials to be valid, the user gets authenticated to Remedy. IF the password for the user is not blank in Remedy, then there is no request for authentication sent to the LDAP server, and the authentication happens locally.. Hope this helps.. Joe - Original Message From: sivarama velicheti [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tuesday, July 29, 2008 2:50:04 PM Subject: Re: Authentication from LDAP ** Hi Lisa, In the external authentication TAB are both the options i) authenticate - unregistered users and ii) Cross refernce blank password selected? I have external authentication plugin server program number as : 390695. One more thing in the configuration TAB what are the check boxes selected. I have enabled just i) allow unqualified searches and ii) enable multiple assign groups. Thanks Sivarama On Tue, Jul 29, 2008 at 11:11 AM, Lisa Westerfield [EMAIL PROTECTED] wrote: ** In our current implementation we are also multi-tenant, and we do not store passwords in ARS. We are authenticating externally, and our authentication chaining mode is ARS-Area. Hope that helps. From:Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of sivarama velicheti Sent: Tuesday, July 29, 2008 12:02 PM To: arslist@ARSLIST.ORG Subject: Authentication from LDAP ** Hi, I have a question regarding LDAP pertaining to AR Server 7.1. I have read in the guides somewhere that unless both the user name and password are stored in the local AR Server, the users are not considered registered users. In Multi-tenancy guest users are not allowed (and we have multi-tenancy turned on). I want to know what are my options. Do I have to import the password as well. I don't think its doable because LDAP would be encrypting them and even if I do import them AR Server needs to know how to decrypt them. Is my analogy of the situation right? if so what can I do. If not please correct me. -- Sivarama __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ TuringSMIis a Platinum Sponsor of both BMC UserWorld Events Email Disclaimer This email has been sent from the TuringSMI Group This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed
