Re: Performance improvement

[Bill Hoffmeier]

You can start looking here:
http://services.bmc.com/education/register/class_details.cfm?orgin=Customer&IDc=38&cid=90179596.0, 
at the bottom of the page you will find links to public classes in the U.S. 
and around the world.


Bill


--
From: "Sharon-Michal Mamon-Meged" <[EMAIL PROTECTED]>
Sent: Tuesday, July 29, 2008 11:33 PM
Newsgroups:   public.remedy.arsystem.general
To: 
Subject: Re: Performance improvement


Thank you very much :)
Do you have a summary or document of this class ?
There is no scheduled classes avilable :(










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 14:23


Please respond to
[EMAIL PROTECTED]
   RG






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.






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


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Re: Performance improvement

[Sharon-Michal Mamon-Meged]

Thank you very much :)
Do you have a summary or document of this class ?
There is no scheduled classes avilable :(










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 14:23  
   
   
 Please respond to 
 [EMAIL PROTECTED] 
RG 
   
   




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.



>>>
>>> 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

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Re: I can't get my pre-fetch Configuration to work (Mid-Tier 7.1.0)

[ITSM Support]

Hi John,

 

Please keep in mind following conditions, while working with the
prefetchConfig.xml file.

*   The prefetchConfig.xml file must be specified as UTF-8. When editing
the file, do not alter the UTF-8 information. 
*   Do not change the name of the prefetchConfig.xml file. 
*   If you flush the cache in the Configuration Tool, any prefetched
forms you specified beforehand are flushed from the memory cache. The
prefetch process is performed again for these forms the next time the web
server is restarted.
*   If you specified an invalid form name (for example, if a form name
is misspelled or a form does not exist on the specified server), that form
will not be prefetched. The mid tier log notes the names of forms that were
not prefetched. 

Hope this helps... 

Regards, 

Sandeep 

Vyom Labs Pvt. Ltd. 

An ISO 2 certified company. 

Consulting | Outsourcing | Training || BMC Remedy BSM | ITIL 

Web: www.vyomlabs.com   

 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John
Sent: Tuesday, July 29, 2008 6:14 PM
To: arslist@ARSLIST.ORG
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): 

 

 
http://www.bmc.com/remedy/midtier/midtier";> 
   
jbilinski 
en_US 
 
  jmd-phb-remd03 
   
Home Page 

   
HPD:Help Desk 
   
   
HPD:Incident Management Console 
   
   
CHG:Change Management Console 
   
   
CHG:Infrastructure Change 
   
   
PBM:Problem Management Console 
   
   
PBM:Problem Investigation 
   
   
TMS:Task 
   
 
   
 

 

John Bilinski 
Operations Services Staff 
OSS Remedy System DBA 
Contractor (CSC) 
202.305.3202 

 

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Re: Authentication from LDAP

[sivarama velicheti]

Thanks guys, I got the issue resolved. It turned out to be a trivial issue
after all. The LDAP manager in our company has entered the wrong password
which was causing the problem. Thanks for your support and your inputs are
really appreciated.

Thanks
Sivarama

On Tue, Jul 29, 2008 at 5:51 PM, Joe DeSouza <[EMAIL PROTECTED]> wrote:

> **
> 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. I

Re: Performance improvement

[sam appecherla]

Hi All,

Thanks for your replies... I am working on Remedy 5.6 - Asset Management...
Can something be done by configuring the Threads? Where can I see the count
of Fast threads being utilized?

Regards,
SriSamSri Appecherla
Mobile# +91 991 610 6008


On Tue, Jul 29, 2008 at 4:53 PM, Carey Matthew Black <[EMAIL PROTECTED]>wrote:

> 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.
>
> 
>
> >>>
> >>> 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
>
>
> ___
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>

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Re: Syncing two forms in two different servers for failover

[sam appecherla]

Hi Ravi,

Tto keep the data in sync in two different databases, you can create a
database trigger on the primary database (where you actually perform the
actions). The trigger should send the info in the table of the form when
updated/created/deleted to the standby database.

Regards,
SriSamSri Appecherla
Mobile# +91 991 610 6008


On Tue, Jul 29, 2008 at 9:21 PM, Ravi <[EMAIL PROTECTED]> wrote:

> 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
>
>
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Re: Authentication from LDAP

[Joe DeSouza]

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
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this message. Any views or opini

problems with SLM email

[Schon, Stuart]

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
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Re: Authentication from LDAP

[Lisa Westerfield]

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

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Re: I can't get my pre-fetch Configuration to work (Mid-Tier 7.1.0)

[john rosquist]

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): 

 
http://www.bmc.com/remedy/midtier/midtier";> 
   
    jbilinski 
    en_US 
     
  jmd-phb-remd03 
   
    Home Page 
    
   
    HPD:Help Desk 
   
   
    HPD:Incident Management Console 
   
   
    CHG:Change Management Console 
   
   
    CHG:Infrastructure Change 
   
   
    PBM:Problem Management Console 
   
   
    PBM:Problem Investigation 
   
   
    TMS:Task 
   
     
   
 

John Bilinski 
Operations Services Staff 
OSS Remedy System DBA 
Contractor (CSC) 
202.305.3202 

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Re: Incident creation error

[sivarama velicheti]

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 
>> 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
>>
>>
>> ___
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>> 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.
>>
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>
>
>
> --
>
>
>


-- 

Sivarama Velicheti

*
*
*
***
* *
*
-

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Re: Authentication from LDAP

[sivarama velicheti]

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.* 
>
> 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.
>
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> html___
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>
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Re: Categorizations...

[Rick Cook]

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.
>>>
>>

___

Re: Categorizations...

[Kathy Morris]

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.










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Column Technologies is Seeking Contractor for Texas based project- 2 + months

[Melissa Wish]

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] T&E 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  

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Re: Authentication from LDAP

[sivarama velicheti]

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.* 
>>
>> 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 Certifi

Re: Report To File functionality fails

[Jason Miller]

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=ind0804&L=arslist&D=0&1=arslist&9=A&I=-3&K=1&X=6095B2060A337C187A&d=no+match%3Bmatch%3Bmatches&z=4&P=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___

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FW: Remedy Developer Position Open for Immediate Fill!!!!

[Chrystol Norton-Quick]

 

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

 


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Re: Authentication from LDAP

[Howard Richter]

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.* 
>
> 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

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Remedy Developer Position Open for Immediate Fill!!!!

[Chrystol Norton-Quick]

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

 


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Re: Authentication from LDAP

[Lisa Westerfield]

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.   



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.

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Re: Authentication from LDAP

[sivarama velicheti]

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.* 
>
> 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.

Re: Opportunity for a Remedy Developer in Washington, DC

[Howard Richter]

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

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Re: Opportunity for a Remedy Developer in Washington, DC

[Kaiser Norm E CIV USAF 96 CS/SCCE]

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___

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Re: Opportunity for a Remedy Developer in Washington, DC

[Kaiser Norm E CIV USAF 96 CS/SCCE]

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
 ! 
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Re: BMC Out of Box reports (UNCLASSIFIED)

[Howard Richter]

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
>   ARSlist: "Where the Answers Are" html___
>
> 
>
>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___
>
>
>
>
> --
> 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
>
>
> ___
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> 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

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Re: Authentication from LDAP

[Lisa Westerfield]

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

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 Error! Filename not specified.   



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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
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Re: BMC Out of Box reports (UNCLASSIFIED)

[Luttmann, Michael W CTR USA]

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 
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ITIL Foundation Certified
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Re: Question: Help Desk 6.3

[T. Dee]

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!
>>> >> >>>
>>> >> >>>
>>> >> >>>
>>> >> >>>
>>> >> >>> ___
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>>> >> >>> Are"
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>>> >> >
>>> >>
>>> >>
>>> >>
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>>> >
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>>>
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Re: Authentication from LDAP

[sivarama velicheti]

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___
>>
>>   
>>
>> 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___
>

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Opportunity for a Remedy Developer in Washington, DC

[AKG]

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.

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Re: Email Engine Problems

[Shafqat Ayaz]

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

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Re: Authentication from LDAP

[Joe DeSouza]

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.


  
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Re: Email Engine Problems

[Joe DeSouza]

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 




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Re: Email Engine Problems

[Garrison, Sean (Norcross)]

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


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Re: Authentication from LDAP

[sivarama velicheti]

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___
>
>   
>
> 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.
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Email Engine Problems

[Shafqat Ayaz]

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




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Re: Accessing Java API at Exec Time

[Garrison, Sean (Norcross)]

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.br
[EMAIL PROTECTED]
Fone: 41 3018-2833 - Cinq
-
Confiabilidade, Inovação e Qualidade em T.I.
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Re: Syncing two forms in two different servers for failover

[Axton]

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
>>
>> 
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>>
>>
>
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Re: Authentication from LDAP

[Lisa Westerfield]

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 
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Re: ar.conf question for logical server names + ad hoc reports

[William Rentfrow]

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
 
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Re: ar.conf question for logical server names + ad hoc reports

[Grooms, Frederick W]

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
 

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Re: Auto Assignment

[David Sanders]

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

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<>

paper format of reports via BO (Business objects) BOXI

[ARS Remedy]

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]

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Re: Auto Assignment

[Lisa Westerfield]

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

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 Error! Filename not specified.   



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.

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html___ 





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ar.conf question for logical server names + ad hoc reports

[William Rentfrow]

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
 

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Authentication from LDAP

[sivarama velicheti]

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

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Re: Auto Assignment

[Lammey, Peter A.]

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]> 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.ORG] 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___

 


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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.

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Platinum 

Re: Syncing two forms in two different servers for failover

[Ravi]

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


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Re: Auto Assignment

[sivarama velicheti]

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___
>
>   
>
> 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
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Column Technologies is Seeking Contractor for Texas based project

[Melissa Wish]

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] T&E 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 

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Re: Webservice access

[Carey Matthew Black]

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."

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Logging out of web-service

[Chintan Shah]

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.




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Re: Auto Assignment

[Lisa Westerfield]

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



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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.

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Re: Syncing two forms in two different servers for failover

[Kaiser Norm E CIV USAF 96 CS/SCCE]

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


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Syncing two forms in two different servers for failover

[Ravi]

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

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Auto Assignment

[sivarama velicheti]

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

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Re: Question: Help Desk 6.3

[T. Dee]

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___
>> >> >
>> >>
>> >>
>> >>
>> >> ___
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>> >
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>>
>>
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>
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Re: Webservice access

[Chintan Shah]

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 
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Re: Question: Help Desk 6.3

[Steven Pataray]

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"
> >
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Re: Is there any issues with using 7.1 user tool on 6.3 server?

[Grooms, Frederick W]

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?  
 

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Re: OLE question

[Grooms, Frederick W]

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 

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Re: OLE question

[Mayfield, Andy L.]

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


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Re: Is there any issues with using 7.1 user tool on 6.3 server?

[Mike White]

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?

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<><><>

Re: Is there any issues with using 7.1 user tool on 6.3 server?

[Rick Parry]

**


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___ 
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Re: OLE question

[Rick Cook]

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
>
>
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OLE question

[Mayfield, Andy L.]

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 

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Re: Question: Help Desk 6.3

[T. Dee]

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!
>> >>>
>> >>>
>> >>>
>> >>> ___
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>> >>
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>>
>>
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>
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Re: /remedy

[Joe D'Souza]

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"
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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

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Re: Question: Help Desk 6.3

[Steven Pataray]

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___
> >
>
>
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Re: 6.0 Survey form opens blank (U)

[Klein, Michael (CONTR)]

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.





Help anyone?


Sandra Hennigan
Office # 703-602-2525 x248


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smime.p7s
Description: S/MIME cryptographic signature

Re: Is there any issues with using 7.1 user tool on 6.3 server?

[Carey Matthew Black]

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?

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Re: Is there any issues with using 7.1 user tool on 6.3 server?

[Jason Tricky]

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?

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




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Server Statistics Form problem

[Sokol, Brian]

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


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/remedy

[Gary Roach]

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 

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Re: Is there any issues with using 7.1 user tool on 6.3 server?

[Grooms, Frederick W]

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?  

 

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Re: Is there any issues with using 7.1 user tool on 6.3 server?

[Wirasat Siddiqi]

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"
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Re: Hot Backup Servers

[Drake]

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
>
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Re: Accessing Java API at Exec Time

[Carey Matthew Black]

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"
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Re: Accessing Java API at Exec Time

[Axton]

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.
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6.0 Survey form opens blank (U)

[Hennigan, Sandra H CTR OSD-CIO]

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.





Help anyone?


Sandra Hennigan
Office # 703-602-2525 x248


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Is there any issues with using 7.1 user tool on 6.3 server?

[Jason Tricky]

Is there any issues with using 7.1 user tool on 6.3 server?  Is User 7.1 
compatible with AR Server 6.3?




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Re: ITSM 7, IM module: Owner field not being populated automatically.

[Tony Worthington]

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)" 

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.
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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 
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Accessing Java API at Exec Time

[Tadeu Augusto Dutra Pinto]

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.

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Re: Webservice access

[Grooms, Frederick W]

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."

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Re: Change Company Name

[Howard Richter]

Thanks

On 7/28/08, Roger Justice <[EMAIL PROTECTED]> wrote:
>
> ** It is called Patch 9005.
>
>
> -Original Message-
> From: Howard Richter <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Mon, 28 Jul 2008 6:49 pm
> Subject: Re: Change Company Name
>
>  ** I thought that BMC was going to come out with some tool to do that. In
> fact I thought it was coming out this month.
>
> Howard
>
>
> On 7/28/08, Michael Ziniti <[EMAIL PROTECTED]> wrote:
>>
>> **  How do I give a Company a nickname? I've added an alias but that
>> doesn't seem to have helped.
>>
>>  Michael Ziniti
>>
>> DCO - ITAM
>> San Francisco
>> Direct: 925-974-5273
>> Cell: 516-729-8150
>> AIM:  MikePZiniti
>>  --
>>  *From:* Action Request System discussion list(ARSList) [mailto:
>> [EMAIL PROTECTED] *On Behalf Of *Rick Cook
>> *Sent:* Monday, July 28, 2008 1:06 PM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: Change Company Name
>>
>> **
>>  Not without a lot of work.  You can give the company a nickname and then
>> change the nickname, but that's the only easy solution.  There was a thread
>> a couple months ago on what's entailed in changing the Company name.
>>
>> Rick
>>  On Mon, Jul 28, 2008 at 12:59 PM, versicle <[EMAIL PROTECTED]> wrote:
>> We've made a mistake in the name of the Company to which we already
>> created
>> all the foundation data under. Is there a way to simply change the name of
>> the Company and have all the foundation data remain intact?
>>
>> We are running ARS 7.1 patch 3 on Solaris 10 and Oracle 10
>>
>> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>> html___
>>  This message is for the designated recipient only and may contain
>> privileged, proprietary, or otherwise private information. If you have
>> received it in error, please notify the sender immediately and delete the
>> original. Any other use of the email by you is prohibited.
>> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>> html___
>
>
>
>
> --
> Howard Richter
> Red Hat Certified Technician
> CompTIA Linux+ Certified
> ITIL Foundation Certified
> E-Mail = [EMAIL PROTECTED]
> LinkedIn Profile = http://www.linkedin.com/in/hbr4270 __Platinum Sponsor:
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>  --
> The Famous, the Infamous, the Lame - in your browser. Get the TMZ Toolbar
> Now !
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>



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

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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)

[Gary Opela (Corporate)]

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


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6.0 Survey form opens blank (U)

[Hennigan, Sandra H CTR OSD-CIO]

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.





Help anyone?


Sandra Hennigan
Office # 703-602-2525 x248

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smime.p7s
Description: S/MIME cryptographic signature

ITSM 7, IM module: Owner field not being populated automatically.

[Chowdhury, Tauf]

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.

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Re: Question: Help Desk 6.3

[T. Dee]

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!
>>>
>>>
>>> ___
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I can't get my pre-fetch Configuration to work (Mid-Tier 7.1.0)

[Bilinski, John]

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):



http://www.bmc.com/remedy/midtier/midtier";>
  
jbilinski
en_US

  jmd-phb-remd03
  
Home Page

  
HPD:Help Desk
  
  
HPD:Incident Management Console
  
  
CHG:Change Management Console
  
  
CHG:Infrastructure Change
  
  
PBM:Problem Management Console
  
  
PBM:Problem Investigation
  
  
TMS:Task
  

  



John Bilinski
Operations Services Staff
OSS Remedy System DBA
Contractor (CSC)
202.305.3202




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Re: Question: Help Desk 6.3

[T. Dee]

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!
>>
>>
>> ___
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>
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Re: ITSM 6.0 .def file

[Carey Matthew Black]

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

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ITSM 6.0 .def file

[Frank, Gordon (CMS/CTR)]

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

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Re: Licensing Question

[Kelly Deaver]

**
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___ 
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Re: Performance improvement

[Carey Matthew Black]

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.



>>>
>>> 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

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Re: Performance improvement

[Sharon-Michal Mamon-Meged]

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 Spon

Re: Performance improvement

[Carey Matthew Black]

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"
>

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

[Shrestha, Manjari R.]

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___

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

[Shrestha, Manjari R.]

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 
ARSlist: "Where the Answers Are" html___ 

 

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


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