date:20081230

Re: AR Server Crash - Not sure why... - ARS 7.1 patch 2

2008-12-30 Thread Uday Joshi

Hi Tauf,

Corrupt character field can also result invalid address being accessed,
resulting into c005 (this is equivalent of signal 11 on Unix).
Please refer the BMC KB KM-00011910. You need to generalize it.

If you are facing this issue by different user but pertaining to same
form then possibly some record may be corrupt in that form. In case you
have enabled logging you should be able to get the corresponding SQL
statement in the SQL log.


Best Regards,

Uday Joshi





From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf
Sent: Wednesday, December 24, 2008 08:41 PM
To: arslist@ARSLIST.ORG
Subject: AR Server Crash - Not sure why... - ARS 7.1 patch 2


**

All,

OK, this is a new issue that started this week.

Environment:

AR: Server group, win2k3, 2 AR servers.  2 Mid tier servers running
exclusively on tomcat. Remote Oracle 10g DB on Unix cluster. ITSM 7.0.3
p7

ARS 7.1 patch 2, mid tier on tomcat 5.5.20.

Symptoms:

1.   Users cannot log in.

2.   I verify. Cannot log in with user tool on either AR server.

3.   AR System Service on both windows boxes are in Started state.

4.   Ar error log shows:

Tue Dec 23 15:55:03 2008  390635 : AR System server terminated when a
signal/exception was received by the server (ARNOTE 20)

Tue Dec 23 15:55:03 2008

   Timestamp: Tue Dec 23 2008 15:55:04.5320

   Thread Id: 2420

   Version: 7.1.00 Patch 002 200802011900 Feb  1 2008 20:12:40

   ServerName: remedy-app

   Database: SQL -- Oracle

   Hardware: Intel Pentium

   OS: Windows NT 5.2

   RPC Id: 365007

   RPC Call: 73 (GLEWF)

   RPC Queue: 390635

   Client: User djones from Mid-tier (protocol 13) at IP address
172.24.19.113

   Logging On:

   Code: c005

   Operation: read

   Access Addr: 0x2

   Stack Begin:

   Stack End



Tue Dec 23 15:55:04 2008  390635 : AR System server terminated when a
signal/exception was received by the server (ARNOTE 20)

Tue Dec 23 15:55:04 2008 0xc005

Tue Dec 23 15:55:04 2008  390635 : AR System server terminated -- fatal
error encountered (ARNOTE 21)



5.   Had to restart services to regain connectivity.

6.   A few hours went by and I pretty much had a repeat of Steps
1-5. Yes... step 4, the logs look exactly the same. Same user.

7.   The next day, Steps 1-5 again, different time, same error but
different user. Then again, this new user later in the afternoon.

8.   I asked the users if they had been using the system all day.
Answer was yes. I asked what they might have been doing at the time, and
they stated just updating an incident.

9.   SO I contacted BMC and I am basically running every log under
the sun for them until this error happens again. BMC stated I should
upgrade to Patch 5 on ARS.

10.   Has anyone experienced this and if so, what should I look at???







Tauf Chowdhury | Forest Laboratories, Inc.

Sr. Analyst

Informatics

Office: 631.858.7765

Mobile:646.483.2779





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Re: AR Server Crash - Not sure why... - ARS 7.1 patch 2

2008-12-30 Thread Dwayne Martin

We had a situation for months in which we would get server crashes several 
times a day for no reason.  BMC Remedy support sent us a "debug server" that 
created a core dump when the server crashed.  BMC analyzed this core dump and 
found it was due to a corrupted Active Link.  

Other times we've had corrupted links or filters that caused crashes, but have 
been able to track them down by workflow logging.
 
Not saying that this is what is your problem, but it might be worth checking 
into.

Dwayne Martin
James Madison University

 Original message 
>Date: Wed, 24 Dec 2008 16:08:05 +
>From: Ron Pierce   
>Subject: Re: AR Server Crash - Not sure why... - ARS 7.1 patch 2  
>To: arslist@ARSLIST.ORG
>
>   **  Tauf, I had a similarissue, about exact
>   actually, last week. It ended up being 1 User Tool
>   Client that was crashing when any workflow kicked
>   off and, somehow, it was crashing the ARS server as
>   well. Once the single User Tool instance was
>   identified and the User closed and restarted the UT
>   everything went back to normal.
>
>   Might not be the exact same thing for you of course
>   but just to let you know things like this can
>   happen.
>
>   Ron
>
> 
>
>   Date: Wed, 24 Dec 2008 10:22:20 -0500
>   From: tauf.chowdh...@frx.com
>   Subject: Re: AR Server Crash - Not sure why... - ARS
>   7.1 patch 2
>   To: arslist@ARSLIST.ORG
>
>   **  
>
>   Joe,
>
>   Thanks for the quick response. I think RPC is the
>   clue. The reason I think that is because after this
>   happened, when I tried using RDP to remote into the
>   ‘secondary’ AR server, I got an RPC error. RPC
>   Unavailable.
>
>   So what that leads me to believe is that because the
>   1 server could not execute RPC calls, it locked up
>   and crashed… which in turn took down the other AR
>   server as well.
>
>   Does that sound logical? I will investigate with our
>   windows admins.
>
>
>
>   Tauf  Chowdhury |  Forest  Laboratories, Inc.
>
>   Sr. Analyst
>
>   Office: 631.858.7765
>
>
>
>   From: Action Request System discussion list(ARSList)
>   [mailto:arsl...@arslist.org] On Behalf Of Joe
>   D'Souza
>   Sent: Wednesday, December 24, 2008 10:18 AM
>   To: arslist@ARSLIST.ORG
>   Subject: Re: AR Server Crash - Not sure why... - ARS
>   7.1 patch 2
>
>
>
>   **
>
>   Tauf,
>
>
>
>   The RPC call GLEWF is a Get List Entry With Fields,
>   a call that seems to be failing while trying to
>   populate the form after a search with fields in the
>   current entry as well as populate the Results List..
>
>
>
>   I would begin with asking djones what he or she did
>   at the time when the error happened and then
>   investigate why that search was failing..
>
>
>
>   Cheers
>
>
>
>   Joe
>
> -Original Message-
> From: Action Request System discussion
> list(ARSList) [mailto:arsl...@arslist.org]on
> Behalf Of Chowdhury, Tauf
> Sent: Wednesday, December 24, 2008 10:11 AM
> To: arslist@ARSLIST.ORG
> Subject: AR Server Crash - Not sure why... - ARS
> 7.1 patch 2
>
> **
>
> All,
>
> OK, this is a new issue that started this week.
>
> Environment:
>
> AR: Server group, win2k3, 2 AR servers.  2 Mid
> tier servers running exclusively on tomcat. Remote
> Oracle 10g DB on Unix cluster. ITSM 7.0.3 p7
>
> ARS 7.1 patch 2, mid tier on tomcat 5.5.20.
>
> Symptoms:
>
> 1.   Users cannot log in.
>
> 2.   I verify. Cannot log in with user tool on
> either AR server.
>
> 3.   AR System Service on both windows boxes
> are in Started state.
>
> 4.   Ar error log shows:
>
> Tue Dec 23 15:55:03 2008  390635 : AR System
> server terminated when a signal/exception was
> received by the server (ARNOTE 20)
>
> Tue Dec 23 15:55:03 2008
>
>Timestamp: Tue Dec 23 2008 15:55:04.5320
>
>Thread Id: 2420
>
>Version: 7.1.00 Patch 002 200802011900 Feb  1
> 2008 20:12:40
>
>ServerName: remedy-app
>
>Database: SQL -- Oracle
>
>Hardware: Intel Pentium
>
>OS: Windows NT 5.2
>
>RPC Id: 365007
>
>RPC Call: 73 (GLEWF)
>
>RPC Queue: 390635
>
>Client: User djones from Mid-tier (protocol 13)
> at IP address 172.24.19.113
>
>Logging On:
>
>Code: c005
>
>Operation: read
>
>Access Addr: 0x2
>
>Stack Begin:
>
>Stack End
>
>  
>
> Tue Dec 23 15:55:04 2008  390635 : AR System
> server terminated when a signal/exception was
> received by the server (ARNOTE 20)
>
> Tue Dec 23 15:55:04 2008 0xc005
>
> Tue Dec 23 15:55:04 2008  390635 : AR System
> server terminated -- fatal error encountered
> (ARNOTE 21)
>
>  
>
> 5.   Had to restart services to regain
> connectivity.
>
> 6.   A few hours went by and I pretty much had
> a repeat of Steps

Re: MIDTIER - load balancing/clustering solutions

2008-12-30 Thread Chowdhury, Tauf

Ken,

In our environment, we have each mid tier server running on its own
instance of tomcat. We have Citrix Netscalers that do the loadbalancing
in front of the mid tier servers. We then just configured the index.html
on ROOT to redirect to arsys/home.

 

Tauf Chowdhury | Forest Laboratories, Inc.

Sr. Analyst

Office: 631.858.7765

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Leihkauff, Kenneth
Sent: Tuesday, December 30, 2008 4:01 PM
To: arslist@ARSLIST.ORG
Subject: MIDTIER - load balancing/clustering solutions

 

** 

Hi,

 

Has anyone had any experience using ARSystem Mid-tier in a clustered
Tomcat environment?  

Does anyone know if Mid-tier supports the inherent clustering that is
built into Tomcat?  

 

Thanks.

 

Ken

 

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Re: What is the highest supported version of Crystal Enterprise Server for integration with AR System 7.1 and ITSM 7.0.3?

2008-12-30 Thread Bilinski, John

David,

Yeah I checked the compatibility matrix, but I wasn't sure if 3.0 and
3.1 were just updated patches that would still work with 7x because they
fell under the BO XI version and I thought that maybe BMC just didn't
update their matrix. I wanted to know for sure. Guess I thought wrong.

I just downloaded Release 2. 

Thanks.  

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Tuesday, December 30, 2008 2:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: What is the highest supported version of Crystal Enterprise
Server for integration with AR System 7.1 and ITSM 7.0.3?

Hi John,

  You can always find this kind of information in the compatibility
matrix for AR System, which can be found here:

http://www.bmc.com/support/bmcremedycomp/index.htm

  Crystal Enterprise 10 was the last version of Crystal Enterprise
released by Business Objects.  Crystal Enterprise 10 is supported on AR
System 7.1.00

  If you actually meant Business Objects Enterprise version XI, AR
System 7.1.00 will support BO XI R1 or R2.  BO XI 3.0 and 3.1 are not
supported.  SAP / BO made a decision not to make BO XI 3.0 or 3.1
backwards compatible with BO XI R2 integrations, BO XI 3.0 or 3.1 will
not work properly out of the box with AR System 7.1.00. 

  A majority of users have moved to BO XI R2 according to the folks I've
talked to at SAP.
 
 
-David J. Easter
Sr. Product Manager, Solution Strategy and Development
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Bilinski, John
Sent: Tuesday, December 30, 2008 10:23 AM
To: arslist@ARSLIST.ORG
Subject: What is the highest supported version of Crystal Enterprise
Server for integration with AR System 7.1 and ITSM 7.0.3?


 All,

Can anyone tell me what is the highest supported version of Crystal
Enterprise Server for integration with AR System 7.1 and ITSM 7.0.3?

Here is what I have a choice of downloading from the SAP portal:

XI 3.0
XI 3.1
XI Release 1
XI Release 2

What is the recommended version?

Thanks


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MIDTIER - load balancing/clustering solutions

2008-12-30 Thread Leihkauff, Kenneth

Hi,

 

Has anyone had any experience using ARSystem Mid-tier in a clustered
Tomcat environment?  

Does anyone know if Mid-tier supports the inherent clustering that is
built into Tomcat?  

 

Thanks.

 

Ken

 


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Re: Strange ARS 7.0.1 Patch 9 bug

2008-12-30 Thread Timothy Rondeau

Shawn,

Have you been able to get an answer to this?   We will be going to patch 9 
beginning of the new year.   We are running on Windows 2004, SQL 2000.

What server are you running on and any other bugs I should know about?

Thanks

Tim


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Monday, November 24, 2008 10:46 AM
To: arslist@ARSLIST.ORG
Subject: Strange ARS 7.0.1 Patch 9 bug

Good morning,

I decided to try going from patch 6 to patch 9, and found a strange bug and 
wanted to see if anyone else ran into this before.

Basically, we use AD authentication for Remedy, but do store all permissions 
and such in ARS.  This has worked fine for my account in the past.  However, 
with this patch, despite having the same access rights, the fact that I am not 
storing the password in the User form seems to prevent me from having admin 
rights.  I was able to gain my admin rights back by storing a password in the 
User form.

Has anyone else encountered this, and if so, what is a workaround?

Thanks,

Shawn Pierson
Remedy Developer | Southern Union


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Re: Survey Link in Email (UNCLASSIFIED)

2008-12-30 Thread Leonard Neely - FOJ

John,

 

I believe you will need to uncheck the "Web URL" option on filter
NTE:NTS:Email_200_SystemNT in order to get rid of that link.

 



 

HTH

 

Leonard Neely

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of John Kelley
Sent: Tuesday, December 30, 2008 10:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: Survey Link in Email (UNCLASSIFIED)

 


Hi Michael. thanks.   
unfortunately that one is the one I need and that works.  Its the one that
precedes the email the first link below in example which I liked to remove. 


Here is an example of what comes in. 


http://dbusremweb1/arsys/servlet/ViewFormServlet?form=NTE%3aNotifier&server=
dbusremapp1&eid=NTS00263881 (This is the link that is preceding my
Survey email body.)
We value your feedback and are constantly looking for ways to improve our
service to you.  
Please take a moment to complete the Service Desk Survey for
INC00011413.

Summary: Integrate Remedy & Appworx for Notifications
Click here:
http://dbusremweb1/arsys/servlet/ViewFormServlet?form=SRM:Survey&view=Reques
terAnswer&server=dbusremapp1&eid=SRV1051   (this link comes from the
SYS:attachments)

Here is my text: 
We value your feedback and are constantly looking for ways to improve our
service to you.   
Please take a moment to complete the Service Desk Survey for #Survey ID#. 

Summary: #Description# 
Click here: #Detailed Description# 



Thanks john 


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<>

Re: XtremeAir (NEW INTERFACE) (UNCLASSIFIED)

2008-12-30 Thread Ravi

Gidd: I get the following error when I try to login with the 
userid/passwd you provided below.


Error: [IOErrorEvent type="ioError" bubbles=false cancelable=false 
eventPhase=2 text="Error #2032" errorID=2032]. URL: 
http://www.buoyantsolutions.net:8080/xmlgateway/servlet/XMLGatewayAuthentication?server=pegasus&user=mmcdonald&password=mmcdonald&tm=123094154


followed by
Error: [IOErrorEvent type="ioError" bubbles=false cancelable=false 
eventPhase=2 text="Error #2032" errorID=2032]. URL: 
http://www.buoyantsolutions.net:8080/xmlgateway/servlet/XMLGatewayAuthentication?server=pegasus&user=mmcdonald&password=mmcdonald&tm=123094154


Thanks
Ravi
Gidd wrote:

Mike,

I am working on a viewlet and will send a link shortly.
Good suggestion too !


Regards...Gidd 

 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Luttmann, Michael W CTR USA
Sent: Tuesday, December 30, 2008 8:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: XtremeAir (NEW INTERFACE) (UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

Gidd - is there any place to see a preview of features without having to
download all the Adobe stuff?  I'm not even sure I can put "Adobe Air"
on a military network.


Michael W. Luttmann
Lead Remedy Developer
Fort Carson DOIM


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Gidd
Sent: Monday, December 29, 2008 9:09 AM
To: arslist@ARSLIST.ORG
Subject: ADV:XtremeAir (NEW INTERFACE)

** **
Advertisement:
 
 
Listers:
 
Exciting News, if you ever wondered what Remedy might be like if it had a

"truly user friendly"
interface well take a look at our new XtremeAIR interface.
 
For those unfamiliar with Adobe Air applications, this is a FLEX/Flash based

environment that is extremely light weight, does not require a browser and
will work on a MAC.  Some of you have looked at our FLEX integration and
provided us with excellent feedback and honest comments.
It is this input that has helped us continue to be on the leading edge and
provide solutions that our customers ask for (not our concept of what they
want). 
 
What can we do with this interface?  What would you like to see in this

type of interface?   Geezzz, I'll
bet you'll get back to us with your comments and suggestions. 
 
Behind the scenes: we provide a convenient configuration file (XML) that

let's you the user determine things like what part of the interface should
appear to the user first, set corporate color schemes and lots more.
Deployment is also a very straight forward process as you can see below.

 
A special thank you goes out the genius work by the folks over at J System

for their superior XML Gateway tool that powers everything and allows us to
not have to rely on use of BMC's Mid-tier !
 



 
For those interested:
 


Download & Installation Instructions
	
	 Step 1:   Adobe AIR:Here is the link to install the Air
software:  http://get.adobe.com/air/   

	 


 Step 2:   XtremeAIR:   Here is the link to install the Xtreme
Air software:  http://www.buoyantsolutions.net/xtremeair/xtremeair.air
 
	 
	Use the Open option to select installation.  
	Repeat this process to check for updates in the future.
	 
	 Step 3:   Login(s) and test:
	 
	Once installed, Login/Password is:

mmcdonald/mmcdonald
Once installed, Login/Password is:
jmcdonald/jmcdonald   
	Once installed, Login/Password is:
pmcdonald/pmcdonald 

 

 

Regards...Gidd 

 


Glidden L. Calden
BUOYANT SOLUTIONS, INC. 
  "Keeping business afloat 
...in a Sea of Solutions" 

 

 


Office

(

916.334.0599

FAX

4

916.265.0112 


Web

8

http://www.buoyantsolutions.net  


E-mail

+

mailto:g...@buoyantsolutions.net

 

 


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Classification:  UNCLASSIFIED
Caveats: NONE


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Re: What is the highest supported version of Crystal Enterprise Server for integration with AR System 7.1 and ITSM 7.0.3?

2008-12-30 Thread Easter, David

Hi John,

  You can always find this kind of information in the compatibility
matrix for AR System, which can be found here:

http://www.bmc.com/support/bmcremedycomp/index.htm

  Crystal Enterprise 10 was the last version of Crystal Enterprise
released by Business Objects.  Crystal Enterprise 10 is supported on AR
System 7.1.00

  If you actually meant Business Objects Enterprise version XI, AR
System 7.1.00 will support BO XI R1 or R2.  BO XI 3.0 and 3.1 are not
supported.  SAP / BO made a decision not to make BO XI 3.0 or 3.1
backwards compatible with BO XI R2 integrations, BO XI 3.0 or 3.1 will
not work properly out of the box with AR System 7.1.00. 

  A majority of users have moved to BO XI R2 according to the folks I've
talked to at SAP.
 
 
-David J. Easter
Sr. Product Manager, Solution Strategy and Development
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Bilinski, John
Sent: Tuesday, December 30, 2008 10:23 AM
To: arslist@ARSLIST.ORG
Subject: What is the highest supported version of Crystal Enterprise
Server for integration with AR System 7.1 and ITSM 7.0.3?


 All,

Can anyone tell me what is the highest supported version of Crystal
Enterprise Server for integration with AR System 7.1 and ITSM 7.0.3?

Here is what I have a choice of downloading from the SAP portal:

XI 3.0
XI 3.1
XI Release 1
XI Release 2

What is the recommended version?

Thanks


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Web Service inconsistency post upgrade to 7.1

2008-12-30 Thread Robert Tripp

All,
 
I have run in to an interesting problem with web services after we
upgraded to Remedy 7.1 Patch 4 (Both server and mid tier) from 6.3.
 
Web service worked fine in 6.3.
 
I had some initial issues with this web service (3rd party consumer), so
I re-imported the def for the web service, and it worked fine.
 
Some time later, the web service stopped working(POV of 3rd party
consumer).  After investigation of the xml that is going back and forth,
I see that namespaces have changed in the XML being returned by Remedy.
 
Here is an example exerpt:
 
Original:

http://schemas.xmlsoap.org/soap/envelope/";
xmlns:xsd="http://www.w3.org/2001/XMLSchema";
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance";>
   
  http://www.gci.com/gCI/gCI-EBTA";
xmlns:xsd="http://www.w3.org/2001/XMLSchema";
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance";>
 
Please Close
Back.
...
 
After Remedy changes by itself:
 

http://schemas.xmlsoap.org/soap/envelope/";
xmlns:xsd="http://www.w3.org/2001/XMLSchema";
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance";>
   
  http://www.gci.com/gCI/gCI-EBTA";
xmlns:xsd="http://www.w3.org/2001/XMLSchema";
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance";>
 
Please Close
Back.
...
 
Once this happens, I go to the the Admin tool, delete the web service,
flush the mid-tier cache and reload the web service.  The Web service
then works for a while, but goes through this whole thing again.
 
I have set the mid tier to not check for definition change, have tried
enabling cache persistence.  Something is getting updated, but I can not
seem to prevent it.  The change will last a couple of days sometimes, it
does not seem consistent.
 
Mid tier is on a Windows 2003 Server with default install.  It is only
used for web services.
AR System is on a Sun Solaris 9 box.
 
Any ideas about this?  I consider this a bug as the WS should stay
consistent regardless if it is properly formed XML.  At this point, any
way to keep it as it was originally would be great.
 
Thanks,
-Rob
 
 
  
 

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Re: Survey Link in Email (UNCLASSIFIED)

2008-12-30 Thread John Kelley

Hi Michael. thanks. 
unfortunately that one is the one I need and that works.  Its the one that 
precedes the email the first link below in example which I liked to 
remove.


Here is an example of what comes in.


http://dbusremweb1/arsys/servlet/ViewFormServlet?form=NTE%3aNotifier&server=dbusremapp1&eid=NTS00263881
 
(This is the link that is preceding my Survey email body.)
We value your feedback and are constantly looking for ways to improve our 
service to you. 
Please take a moment to complete the Service Desk Survey for 
INC00011413.

Summary: Integrate Remedy & Appworx for Notifications
Click here: 
http://dbusremweb1/arsys/servlet/ViewFormServlet?form=SRM:Survey&view=RequesterAnswer&server=dbusremapp1&eid=SRV1051
 
  (this link comes from the SYS:attachments)

Here is my text:
We value your feedback and are constantly looking for ways to improve our 
service to you. 
Please take a moment to complete the Service Desk Survey for #Survey ID#.

Summary: #Description#
Click here: #Detailed Description#



Thanks john



"Luttmann, Michael W CTR USA"  
Sent by: "Action Request System discussion list(ARSList)" 

12/30/2008 12:22 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Survey Link in Email (UNCLASSIFIED)






Classification:  UNCLASSIFIED 
Caveats: NONE

John,

If I understand your requirement correctly, you may need to look at the
form SYS:Attachments, then find the record marked "Survey".  You can
modify the "URL" field to redirect from the default survey link to any
other URL (we have an Army survey we use instead of the ITSM survey
form). 

Also, you can disable the survey link altogether in the "resolved"
customer email by nulling out that field, or setting the record
"Offline" (or even deleting it, if you want to get drastic).

Is that what you were looking for?


Michael W. Luttmann
Lead Remedy Developer
Fort Carson DOIM
719.524.0514


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of John Kelley
Sent: Tuesday, December 30, 2008 9:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: Survey Link in Email


Thanks guys but this notification is the one that works. 

Seems every notification in the system has a link that gets created
before your custom email message? 
Thats the one I need disabled for surveys. 
I'm thinking it may be the filter
NTE:SHR:TranslateNotificationMessageSRV_180  with the set fields
REPLACE($z1D Translation Text$,  "#Survey ID#", $Request ID02 Ticket$)
REPLACE($z1D Translation Text$,  "#Detailed Description#", $Detailed
Description$) EXIT GUIDE 

Maybe I'll try disabling this.  I'll let you know. 

John 




"Chowdhury, Tauf"  Sent by: "Action Request
System discussion list(ARSList)"  

12/29/2008 03:54 PM
Please respond to
arslist@ARSLIST.ORG

To
arslist@ARSLIST.ORG
cc
Subject
Re: Survey Link in Email

 




John,
Also, this filter is what sets the #Description# to the web URL:
SRM:SRV:ModifySurvey_805_NotificationGenerator_PNPC`! 
If you go with my option, all you have to do is after Web Link: just
enter the URL I gave below with your server info and it should be good
to go. 
 
Tauf Chowdhury | Forest Laboratories, Inc. 
Sr. Analyst
Office: 631.858.7765 
 
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of John Kelley
Sent: Monday, December 29, 2008 2:51 PM
To: arslist@ARSLIST.ORG
Subject: Survey Link in Email 
 

Hi List: 

ARS Server 7.01 

I was wandering if anyone had an issue with the out of the Box link
thats gets sent to the end user through email and when clicked ,user
logs in they receive a warning "No matching requests.  (or Permission to
requests) for qualification criteria.(ARWARN 9296)" You hit OK but then
it opens the Survey form with no data. 

I am using the SYS:NotificationsMessages form and there is no link
within the body of this survey.   It seems to be set in the system
somewhere preceeding that form, I can't figure out how to disable this
link for surveys. 

Here is the html if anyone sees the problem right away. 
http://dbusremwebtst/arsys/servlet/ViewFormServlet?form=NTE%3aNotifier&s
erver=dbusremapptst&eid=NTS00289800 

thanks 

John 

*
This e-mail message, including any attachments, is for the sole use of
the addressee(s) to whom it has been sent, and may contain information
that is confidential or legally protected.  If you are not the intended
recipient or have received this message in error, you are not authorized
to copy, distribute, or otherwise use this message or its attachments.
Please notify the sender immediately by return e-mail and permanently
delete this message and any attachments.  Dunkin' Brands Inc. makes no
warranty that this e-mail is error or virus free.

 



This e-mail and its attachments may contain Forest Laboratories, Inc.
proprietary information that is privileged,

Re: XtremeAir (NEW INTERFACE) (UNCLASSIFIED)

2008-12-30 Thread Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE

I get a TCP error when I try to go to the link below.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kurniadi
Sent: Tuesday, December 30, 2008 12:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: XtremeAir (NEW INTERFACE) (UNCLASSIFIED)

I've installed the  Adobe AIR, and opening XtremeAIR with it. The GUI
is displayed, but can't login yet. This is the error message that I
got after login:

Error: [IOErrorEvent type="ioError" bubbles=false cancelable=false
eventPhase=2 text="Error #2032" errorID=2032]. URL:
http://www.buoyantsolutions.net:8080/xmlgateway/servlet/XMLGateway?serve
r=pegasus&action=query&type=ars&template=remFlexGetTeamMembers&authKey=7
7&query=('700033535'="mmcdonald")&jession=7FB59DFDDC82050C177F4DE8BEB275
DF&tm=1230660212312

Do i miss something?

Thanks.
Kurniadi

On Wed, Dec 31, 2008 at 12:33 AM, Gidd 
wrote:
> Mike,
>
> I am working on a viewlet and will send a link shortly.
> Good suggestion too !
>

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Re: XtremeAir (NEW INTERFACE) (UNCLASSIFIED)

2008-12-30 Thread Gidd

Kurniadi,


Just logged in and issue resolved.

Tomcat hung, needed to restart.  You should be good to go.

Sorry for the problem

Regards...Gidd

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kurniadi
Sent: Tuesday, December 30, 2008 10:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: XtremeAir (NEW INTERFACE) (UNCLASSIFIED)

Hi Gidd, please abandon my previous email since I can login to your
XtremeAIR system now, after several times login trial.

On Wed, Dec 31, 2008 at 1:14 AM, Kurniadi  wrote:
> I've installed the  Adobe AIR, and opening XtremeAIR with it. The GUI 
> is displayed, but can't login yet. This is the error message that I 
> got after login:
>
> Error: [IOErrorEvent type="ioError" bubbles=false cancelable=false
> eventPhase=2 text="Error #2032" errorID=2032]. URL:
> http://www.buoyantsolutions.net:8080/xmlgateway/servlet/XMLGateway?ser
> ver=pegasus&action=query&type=ars&template=remFlexGetTeamMembers&authK
> ey=77&query=('700033535'="mmcdonald")&jession=7FB59DFDDC82050C177F4DE8
> BEB275DF&tm=1230660212312
>
> Do i miss something?
>
> Thanks.
> Kurniadi
>
> On Wed, Dec 31, 2008 at 12:33 AM, Gidd  wrote:
>> Mike,
>>
>> I am working on a viewlet and will send a link shortly.
>> Good suggestion too !
>>
>



--
Kurni Adi


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What is the highest supported version of Crystal Enterprise Server for integration with AR System 7.1 and ITSM 7.0.3?

2008-12-30 Thread Bilinski, John

 All,

Can anyone tell me what is the highest supported version of Crystal
Enterprise Server for integration with AR System 7.1 and ITSM 7.0.3?

Here is what I have a choice of downloading from the SAP portal:

XI 3.0
XI 3.1
XI Release 1
XI Release 2

What is the recommended version?

Thanks

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Re: XtremeAir (NEW INTERFACE) (UNCLASSIFIED)

2008-12-30 Thread Kurniadi

Hi Gidd, please abandon my previous email since I can login to your
XtremeAIR system now, after several times login trial.

On Wed, Dec 31, 2008 at 1:14 AM, Kurniadi  wrote:
> I've installed the  Adobe AIR, and opening XtremeAIR with it. The GUI
> is displayed, but can't login yet. This is the error message that I
> got after login:
>
> Error: [IOErrorEvent type="ioError" bubbles=false cancelable=false
> eventPhase=2 text="Error #2032" errorID=2032]. URL:
> http://www.buoyantsolutions.net:8080/xmlgateway/servlet/XMLGateway?server=pegasus&action=query&type=ars&template=remFlexGetTeamMembers&authKey=77&query=('700033535'="mmcdonald")&jession=7FB59DFDDC82050C177F4DE8BEB275DF&tm=1230660212312
>
> Do i miss something?
>
> Thanks.
> Kurniadi
>
> On Wed, Dec 31, 2008 at 12:33 AM, Gidd  wrote:
>> Mike,
>>
>> I am working on a viewlet and will send a link shortly.
>> Good suggestion too !
>>
>



-- 
Kurni Adi

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Re: XtremeAir (NEW INTERFACE) (UNCLASSIFIED)

2008-12-30 Thread Kurniadi

I've installed the  Adobe AIR, and opening XtremeAIR with it. The GUI
is displayed, but can't login yet. This is the error message that I
got after login:

Error: [IOErrorEvent type="ioError" bubbles=false cancelable=false
eventPhase=2 text="Error #2032" errorID=2032]. URL:
http://www.buoyantsolutions.net:8080/xmlgateway/servlet/XMLGateway?server=pegasus&action=query&type=ars&template=remFlexGetTeamMembers&authKey=77&query=('700033535'="mmcdonald")&jession=7FB59DFDDC82050C177F4DE8BEB275DF&tm=1230660212312

Do i miss something?

Thanks.
Kurniadi

On Wed, Dec 31, 2008 at 12:33 AM, Gidd  wrote:
> Mike,
>
> I am working on a viewlet and will send a link shortly.
> Good suggestion too !
>

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Re: XtremeAir (NEW INTERFACE) (UNCLASSIFIED)

2008-12-30 Thread Gidd

Mike,

I am working on a viewlet and will send a link shortly.
Good suggestion too !


Regards...Gidd 

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Luttmann, Michael W CTR USA
Sent: Tuesday, December 30, 2008 8:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: XtremeAir (NEW INTERFACE) (UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

Gidd - is there any place to see a preview of features without having to
download all the Adobe stuff?  I'm not even sure I can put "Adobe Air"
on a military network.


Michael W. Luttmann
Lead Remedy Developer
Fort Carson DOIM


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Gidd
Sent: Monday, December 29, 2008 9:09 AM
To: arslist@ARSLIST.ORG
Subject: ADV:XtremeAir (NEW INTERFACE)

** **
Advertisement:
 
 
Listers:
 
Exciting News, if you ever wondered what Remedy might be like if it had a
"truly user friendly"
interface well take a look at our new XtremeAIR interface.
 
For those unfamiliar with Adobe Air applications, this is a FLEX/Flash based
environment that is extremely light weight, does not require a browser and
will work on a MAC.  Some of you have looked at our FLEX integration and
provided us with excellent feedback and honest comments.
It is this input that has helped us continue to be on the leading edge and
provide solutions that our customers ask for (not our concept of what they
want). 
 
What can we do with this interface?  What would you like to see in this
type of interface?   Geezzz, I'll
bet you'll get back to us with your comments and suggestions. 
 
Behind the scenes: we provide a convenient configuration file (XML) that
let's you the user determine things like what part of the interface should
appear to the user first, set corporate color schemes and lots more.
Deployment is also a very straight forward process as you can see below.

 
A special thank you goes out the genius work by the folks over at J System
for their superior XML Gateway tool that powers everything and allows us to
not have to rely on use of BMC's Mid-tier !
 


 
For those interested:
 

Download & Installation Instructions

 Step 1:   Adobe AIR:Here is the link to install the Air
software:  http://get.adobe.com/air/   

 

 Step 2:   XtremeAIR:   Here is the link to install the Xtreme
Air software:  http://www.buoyantsolutions.net/xtremeair/xtremeair.air
 
 
Use the Open option to select installation.  
Repeat this process to check for updates in the future.
 
 Step 3:   Login(s) and test:
 
Once installed, Login/Password is:
mmcdonald/mmcdonald
Once installed, Login/Password is:
jmcdonald/jmcdonald   
Once installed, Login/Password is:
pmcdonald/pmcdonald 

 

 

Regards...Gidd 

 

Glidden L. Calden
BUOYANT SOLUTIONS, INC. 
  "Keeping business afloat 
...in a Sea of Solutions" 

 

 

Office

(

916.334.0599

FAX

4

916.265.0112 

Web

8

http://www.buoyantsolutions.net  

E-mail

+

mailto:g...@buoyantsolutions.net

 

 

This message and any attachments are intended only for the use of the
addressee and may contain information that is privileged and confidential.
If the reader of the message is not the intended recipient or an authorized
representative of the intended recipient, you are hereby notified that any
dissemination of this communication is strictly prohibited. If you have
received this communication in error, please notify us immediately by e-mail
and delete the message and any attachments from your system.

 
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html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers
Are" html___
Classification:  UNCLASSIFIED
Caveats: NONE


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Re: Survey Link in Email (UNCLASSIFIED)

2008-12-30 Thread Luttmann, Michael W CTR USA

Classification:  UNCLASSIFIED 
Caveats: NONE

John,

If I understand your requirement correctly, you may need to look at the
form SYS:Attachments, then find the record marked "Survey".  You can
modify the "URL" field to redirect from the default survey link to any
other URL (we have an Army survey we use instead of the ITSM survey
form).  

Also, you can disable the survey link altogether in the "resolved"
customer email by nulling out that field, or setting the record
"Offline" (or even deleting it, if you want to get drastic).

Is that what you were looking for?


Michael W. Luttmann
Lead Remedy Developer
Fort Carson DOIM
719.524.0514


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of John Kelley
Sent: Tuesday, December 30, 2008 9:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: Survey Link in Email


Thanks guys but this notification is the one that works.   

Seems every notification in the system has a link that gets created
before your custom email message? 
Thats the one I need disabled for surveys. 
I'm thinking it may be the filter
NTE:SHR:TranslateNotificationMessageSRV_180  with the set fields
REPLACE($z1D Translation Text$,  "#Survey ID#", $Request ID02 Ticket$)
REPLACE($z1D Translation Text$,  "#Detailed Description#", $Detailed
Description$) EXIT GUIDE 

Maybe I'll try disabling this.  I'll let you know. 

John 




"Chowdhury, Tauf"  Sent by: "Action Request
System discussion list(ARSList)"  

12/29/2008 03:54 PM
Please respond to
arslist@ARSLIST.ORG

To
arslist@ARSLIST.ORG
cc
Subject
Re: Survey Link in Email






John,
Also, this filter is what sets the #Description# to the web URL:
SRM:SRV:ModifySurvey_805_NotificationGenerator_PNPC`! 
If you go with my option, all you have to do is after Web Link: just
enter the URL I gave below with your server info and it should be good
to go. 
  
Tauf Chowdhury | Forest Laboratories, Inc. 
Sr. Analyst
Office: 631.858.7765 
  
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of John Kelley
Sent: Monday, December 29, 2008 2:51 PM
To: arslist@ARSLIST.ORG
Subject: Survey Link in Email 
  

Hi List: 

ARS Server 7.01 

I was wandering if anyone had an issue with the out of the Box link
thats gets sent to the end user through email and when clicked ,user
logs in they receive a warning "No matching requests.  (or Permission to
requests) for qualification criteria.(ARWARN 9296)" You hit OK but then
it opens the Survey form with no data. 

I am using the SYS:NotificationsMessages form and there is no link
within the body of this survey.   It seems to be set in the system
somewhere preceeding that form, I can't figure out how to disable this
link for surveys.   

Here is the html if anyone sees the problem right away. 
http://dbusremwebtst/arsys/servlet/ViewFormServlet?form=NTE%3aNotifier&s
erver=dbusremapptst&eid=NTS00289800 

thanks 

John 

*
This e-mail message, including any attachments, is for the sole use of
the addressee(s) to whom it has been sent, and may contain information
that is confidential or legally protected.  If you are not the intended
recipient or have received this message in error, you are not authorized
to copy, distribute, or otherwise use this message or its attachments.
Please notify the sender immediately by return e-mail and permanently
delete this message and any attachments.  Dunkin' Brands Inc. makes no
warranty that this e-mail is error or virus free.

  



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. 

*
This e-mail message, including any attachments, is for the sole use of
the addressee(s) to whom it has been sent, and may contain information
that is confidential or legally protected.  If you are not the intended
recipient or have received this message in error, you are not authorized
to copy, distribute, or otherwise use this message or its attachments.
Please notify the sender immediately by return e-mail and permanently
delete this message and any attachments.  Dunkin' Brands Inc. makes no
warranty that this e-mail is error or

Re: Survey Link in Email

2008-12-30 Thread John Kelley

Thanks guys but this notification is the one that works. 

Seems every notification in the system has a link that gets created before 
your custom email message? 
Thats the one I need disabled for surveys.
I'm thinking it may be the filter 
NTE:SHR:TranslateNotificationMessageSRV_180  with the set fields
REPLACE($z1D Translation Text$,  "#Survey ID#", $Request ID02 Ticket$)
REPLACE($z1D Translation Text$,  "#Detailed Description#", $Detailed 
Description$)
EXIT GUIDE

Maybe I'll try disabling this.  I'll let you know.

John




"Chowdhury, Tauf"  
Sent by: "Action Request System discussion list(ARSList)" 

12/29/2008 03:54 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Survey Link in Email






John,
Also, this filter is what sets the #Description# to the web URL: 
SRM:SRV:ModifySurvey_805_NotificationGenerator_PNPC`!
If you go with my option, all you have to do is after Web Link: just enter 
the URL I gave below with your server info and it should be good to go.
 
Tauf Chowdhury | Forest Laboratories, Inc.
Sr. Analyst
Office: 631.858.7765
 
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of John Kelley
Sent: Monday, December 29, 2008 2:51 PM
To: arslist@ARSLIST.ORG
Subject: Survey Link in Email
 

Hi List: 

ARS Server 7.01 

I was wandering if anyone had an issue with the out of the Box link thats 
gets sent to the end user through email and when clicked ,user logs in 
they receive a warning "No matching requests.  (or Permission to requests) 
for qualification criteria.(ARWARN 9296)" You hit OK but then it opens the 
Survey form with no data. 

I am using the SYS:NotificationsMessages form and there is no link within 
the body of this survey.   It seems to be set in the system somewhere 
preceeding that form, I can't figure out how to disable this link for 
surveys.   

Here is the html if anyone sees the problem right away. 
http://dbusremwebtst/arsys/servlet/ViewFormServlet?form=NTE%3aNotifier&server=dbusremapptst&eid=NTS00289800
 


thanks 

John 

*
This e-mail message, including any attachments, is for the sole use of the 
addressee(s) to whom it has been sent, and may contain information that is 
confidential or legally protected.  If you are not the intended recipient 
or have received this message in error, you are not authorized to copy, 
distribute, or otherwise use this message or its attachments.  Please 
notify the sender immediately by return e-mail and permanently delete this 
message and any attachments.  Dunkin' Brands Inc. makes no warranty that 
this e-mail is error or virus free.
 
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.


*
This e-mail message, including any attachments, is for the sole use of the 
addressee(s) to whom it has been sent, and may contain information that is 
confidential or legally protected.  If you are not the intended recipient or 
have received this message in error, you are not authorized to copy, 
distribute, or otherwise use this message or its attachments.  Please notify 
the sender immediately by return e-mail and permanently delete this message and 
any attachments.  Dunkin' Brands Inc. makes no warranty that this e-mail is 
error or virus free.

Re: XtremeAir (NEW INTERFACE) (UNCLASSIFIED)

2008-12-30 Thread Luttmann, Michael W CTR USA

Classification:  UNCLASSIFIED 
Caveats: NONE

Gidd - is there any place to see a preview of features without having to
download all the Adobe stuff?  I'm not even sure I can put "Adobe Air"
on a military network.


Michael W. Luttmann
Lead Remedy Developer
Fort Carson DOIM


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Gidd
Sent: Monday, December 29, 2008 9:09 AM
To: arslist@ARSLIST.ORG
Subject: ADV:XtremeAir (NEW INTERFACE)

** **
Advertisement:
 
 
Listers:
 
Exciting News, if you ever wondered what Remedy might be like if it had
a "truly user friendly"
interface well take a look at our new XtremeAIR interface.
 
For those unfamiliar with Adobe Air applications, this is a FLEX/Flash
based environment that is extremely light weight, does not require a
browser and will work on a MAC.  Some of you have looked at our FLEX
integration and provided us with excellent feedback and honest comments.
It is this input that has helped us continue to be on the leading edge
and provide solutions that our customers ask for (not our concept of
what they want). 
 
What can we do with this interface?  What would you like to see in this
type of interface?   Geezzz, I'll
bet you'll get back to us with your comments and suggestions. 
 
Behind the scenes: we provide a convenient configuration file (XML) that
let's you the user determine things like what part of the interface
should appear to the user first, set corporate color schemes and lots
more.
Deployment is also a very straight forward process as you can see below.

 
A special thank you goes out the genius work by the folks over at J
System for their superior XML Gateway tool that powers everything and
allows us to not have to rely on use of BMC's Mid-tier !
 


 
For those interested:
 

Download & Installation Instructions

 Step 1:   Adobe AIR:Here is the link to install the Air
software:  http://get.adobe.com/air/   

 

 Step 2:   XtremeAIR:   Here is the link to install the Xtreme
Air software:  http://www.buoyantsolutions.net/xtremeair/xtremeair.air
 
 
Use the Open option to select installation.  
Repeat this process to check for updates in the future.
 
 Step 3:   Login(s) and test:
 
Once installed, Login/Password is:
mmcdonald/mmcdonald
Once installed, Login/Password is:
jmcdonald/jmcdonald   
Once installed, Login/Password is:
pmcdonald/pmcdonald 

 

 

Regards...Gidd 

 

Glidden L. Calden
BUOYANT SOLUTIONS, INC. 
  "Keeping business afloat 
...in a Sea of Solutions" 

 

 

Office

(

916.334.0599

FAX

4

916.265.0112 

Web

8

http://www.buoyantsolutions.net  

E-mail

+

mailto:g...@buoyantsolutions.net

 

 

This message and any attachments are intended only for the use of the
addressee and may contain information that is privileged and
confidential. If the reader of the message is not the intended recipient
or an authorized representative of the intended recipient, you are
hereby notified that any dissemination of this communication is strictly
prohibited. If you have received this communication in error, please
notify us immediately by e-mail and delete the message and any
attachments from your system.

 
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Answers Are" html___ 
Classification:  UNCLASSIFIED 
Caveats: NONE

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Re: How to submit and modify incidents/problems through email.

2008-12-30 Thread Qin Chen

Yes it can be done.   You need to set the mailbox configuration to
parsing off.   Once that is done, you would need to create a filter
guide to process the information and to enforce your rules.

Example, we have our remedy system to check for keywords in the subject
and process the email based on that.

Qin Chen
Network Architect
Uni-Data & Communications, Inc
718-445-5600 x3186
917-574-9340

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Salma
Sent: Tuesday, December 30, 2008 2:39 AM
To: arslist@ARSLIST.ORG
Subject: How to submit and modify incidents/problems through email.

Dear All, 



I have one urgent requirement , i want to submit incidents or problem
automatically when remedy server recieves emails. How do we configure
this ? 



 I want to submit incidents through normal email which is sent to the
specified email account , i.e which is configured in remedy. I doesn't
want
to use any templates. Can this be done with out using templates. If yes
Please let me know  how do we start with this configuration.Can any one
give
me some idea  which work flow to be wrritten .

I have setup mailboxes for outgoing and incoming in remedy.


Please let me know for further details . Please help me . 



Regards, 

Salma 

-- 
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http://www.nabble.com/How-to-submit-and-modify-incidents-problems-throug
h-email.-tp21214029p21214029.html
Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.


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Re: How to submit and modify incidents/problems through email.

2008-12-30 Thread ccrashh

Er...everyone seems to be assuming that you are using the Out-of-the-
box (OOTB) crap...I mean...solution from BMC/Remedy.  Is this the
case?  Are you asking about processing emails in a OOTB environment or
a custom application?


Steve

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Re: Creating Decrementing value in Table

2008-12-30 Thread ccrashh

Why would there be a perfomance impact?  How are you adding this new
record?  You already know that the highest value is 5, so when you add
a new record (in your example called Test6) that the new Order ID
would be the current max order id + 1.  So when you do a Push Fields
to create a new record, you push 6 to the order id.

I really am curious as to how adding a new record is causing you to
have performance issues.

Steve

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Re: How to submit and modify incidents/problems through email.

2008-12-30 Thread Matt Worsdell

Of course you should be submitting to HPD:IncidentInterface_Create and not
directly to the incident form (HPD:HelpDesk). Make sure the Action field
(z1DAction) is set to "CREATE".

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Frank, Gordon M. (CMS/CTR)
Sent: 30 December 2008 12:51
To: arslist@ARSLIST.ORG
Subject: Re: How to submit and modify incidents/problems through email.

This is fairly easy without templates. Here are the steps:

1. Make sure you have your Category, Type, and Items (Tier 1, Tier 2 and
Tier 3 in the 7.0.3 system) are defined with automatic assignment to a
Group.
2. An email has parts which are similar to the Remedy Requester form.
Orient your "Requesters" to the following:

To: a...@xyz.abc (this is specific to the Function (SAP tickets or UNIX
tickets, etc.)
Subject: "Summary" field with all the auto-features of the Requester
console (keywords, pre-defined summaries)
Body of Email: this is the "Description"
All emails carried a "From:" - this is where you get the Requesters
"People" information
All other parts of an Incident or Change are defaulted (Status = New,
etc.)

This is all you need if everything is set up in 1. above

3. Create a Filter which submits an Incident or Change Request based
upon the To: field above. This works from the "AR System Email Messages"
form. The Filter will work off of "Submit" since the email goes to the
Messages form and then is deleted.

That's it! Templates to me indicate that customization has occurred and
the full power of the ITSM system is not being realized in your
organization. The best documentation on how it should work is the
"Configuration Guide"

I keep hearing more and more creative ways to abuse the system, when
OOTB is pretty good.

Happy New Year everyone!

Gordon M. Frank
Lockheed Martin

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: Tuesday, December 30, 2008 2:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: How to submit and modify incidents/problems through email.

The way to do it without templates is to create an email processing
form.  Create workflow to process the emails into that form, and to push
the data from that form to the incident form.  You will need to ensure
that the work rules required by incident are enforced on the processing
form. 

Rick
--Original Message--
From: Salma
Sender: Action Request System discussion list(ARSList)
To: arslist@ARSLIST.ORG
ReplyTo: arslist@ARSLIST.ORG
Subject: How to submit and modify incidents/problems through email.
Sent: Dec 29, 2008 11:39 PM

Dear All, 

I have one urgent requirement , i want to submit incidents or problem
automatically when remedy server recieves emails. How do we configure
this ? 

 I want to submit incidents through normal email which is sent to the
specified email account , i.e which is configured in remedy. I doesn't
want
to use any templates. Can this be done with out using templates. If yes
Please let me know  how do we start with this configuration.Can any one
give
me some idea  which work flow to be wrritten .

I have setup mailboxes for outgoing and incoming in remedy.

Please let me know for further details . Please help me . 

Regards, 

Salma 

-- 
View this message in context:
http://www.nabble.com/How-to-submit-and-modify-incidents-problems-throug
h-email.-tp21214029p21214029.html
Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.

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Sent from my Verizon Wireless BlackBerry

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Re: How to submit and modify incidents/problems through email.

2008-12-30 Thread Frank, Gordon M. (CMS/CTR)

This is fairly easy without templates. Here are the steps:

1. Make sure you have your Category, Type, and Items (Tier 1, Tier 2 and
Tier 3 in the 7.0.3 system) are defined with automatic assignment to a
Group.
2. An email has parts which are similar to the Remedy Requester form.
Orient your "Requesters" to the following:

To: a...@xyz.abc (this is specific to the Function (SAP tickets or UNIX
tickets, etc.)
Subject: "Summary" field with all the auto-features of the Requester
console (keywords, pre-defined summaries)
Body of Email: this is the "Description"
All emails carried a "From:" - this is where you get the Requesters
"People" information
All other parts of an Incident or Change are defaulted (Status = New,
etc.)

This is all you need if everything is set up in 1. above

3. Create a Filter which submits an Incident or Change Request based
upon the To: field above. This works from the "AR System Email Messages"
form. The Filter will work off of "Submit" since the email goes to the
Messages form and then is deleted.

That's it! Templates to me indicate that customization has occurred and
the full power of the ITSM system is not being realized in your
organization. The best documentation on how it should work is the
"Configuration Guide"

I keep hearing more and more creative ways to abuse the system, when
OOTB is pretty good.

Happy New Year everyone!

Gordon M. Frank
Lockheed Martin

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: Tuesday, December 30, 2008 2:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: How to submit and modify incidents/problems through email.

The way to do it without templates is to create an email processing
form.  Create workflow to process the emails into that form, and to push
the data from that form to the incident form.  You will need to ensure
that the work rules required by incident are enforced on the processing
form. 

Rick
--Original Message--
From: Salma
Sender: Action Request System discussion list(ARSList)
To: arslist@ARSLIST.ORG
ReplyTo: arslist@ARSLIST.ORG
Subject: How to submit and modify incidents/problems through email.
Sent: Dec 29, 2008 11:39 PM

Dear All, 



I have one urgent requirement , i want to submit incidents or problem
automatically when remedy server recieves emails. How do we configure
this ? 



 I want to submit incidents through normal email which is sent to the
specified email account , i.e which is configured in remedy. I doesn't
want
to use any templates. Can this be done with out using templates. If yes
Please let me know  how do we start with this configuration.Can any one
give
me some idea  which work flow to be wrritten .

I have setup mailboxes for outgoing and incoming in remedy.


Please let me know for further details . Please help me . 



Regards, 

Salma 

-- 
View this message in context:
http://www.nabble.com/How-to-submit-and-modify-incidents-problems-throug
h-email.-tp21214029p21214029.html
Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.


___
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Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"


Sent from my Verizon Wireless BlackBerry

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Re: AR Server Crash - Not sure why... - ARS 7.1 patch 2

Re: AR Server Crash - Not sure why... - ARS 7.1 patch 2

Re: MIDTIER - load balancing/clustering solutions

Re: What is the highest supported version of Crystal Enterprise Server for integration with AR System 7.1 and ITSM 7.0.3?

MIDTIER - load balancing/clustering solutions

Re: Strange ARS 7.0.1 Patch 9 bug

Re: Survey Link in Email (UNCLASSIFIED)

Re: XtremeAir (NEW INTERFACE) (UNCLASSIFIED)

Re: What is the highest supported version of Crystal Enterprise Server for integration with AR System 7.1 and ITSM 7.0.3?

Web Service inconsistency post upgrade to 7.1

Re: Survey Link in Email (UNCLASSIFIED)

Re: XtremeAir (NEW INTERFACE) (UNCLASSIFIED)

Re: XtremeAir (NEW INTERFACE) (UNCLASSIFIED)

What is the highest supported version of Crystal Enterprise Server for integration with AR System 7.1 and ITSM 7.0.3?

Re: XtremeAir (NEW INTERFACE) (UNCLASSIFIED)

Re: XtremeAir (NEW INTERFACE) (UNCLASSIFIED)

Re: XtremeAir (NEW INTERFACE) (UNCLASSIFIED)

Re: Survey Link in Email (UNCLASSIFIED)

Re: Survey Link in Email

Re: XtremeAir (NEW INTERFACE) (UNCLASSIFIED)

Re: How to submit and modify incidents/problems through email.

Re: How to submit and modify incidents/problems through email.

Re: Creating Decrementing value in Table

Re: How to submit and modify incidents/problems through email.

Re: How to submit and modify incidents/problems through email.

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