Re: Remedy / Maximo integration....how !
Thanks for all the replies. It looks like i need to have a read up and understand about the web services element of Remedy and what it can do for me as we dont currently use it. I have previously done a similar integration but between another Remedy solution not Maximo, based around XML formatted style data, and then accepted on a unix socket and then processed accordingly using ARSPerl, but i think this may needs to be different. From: Tim Richardson t...@remedyedge.com To: arslist@ARSLIST.ORG Sent: Thursday, 22 January, 2009 1:04:22 Subject: Re: Remedy / Maximo integrationhow ! ** Hi Howard, You can do it, and you have a number of options. If you are going to be moving individual tickets, you can consider: XML, Database Links, Remedy API Language set to get data from Maximo to Remedy.. Going the other way around, I'm not as familiar with Maximo, but I would look at the database avenue for sure. If Maximo offers an API, that would be an option as well. In short; a simple solution is to create staging tables on both servers. You could have an INCOMING and an OUTGOING on both servers. Remedy Outgoing pushes to Maximo Incoming Maximo Outgoing pushes to Remedy Incoming The actual technology (XML, API or database transfer) would basically just get the tickets across to each other. Once in Remedy or in Maximo, use the native language to move the data into it's target form. For Remedy, that would be filters.. For Maximo, whatever the development language is there. You could use a polling strategy to check the forms every few minutes...or if it had to be real-time, you could attach triggers and move the data on insert. Be sure to build your integration to be robust enough to handle the target being offline. You want to queue up requests that don't make it and process them later. You don't want the user to see a failure. If you need any specific help with this, feel free to email me directly at t...@remedyedge.com. I don't mind helping out. I've done a lot of integrations in my time; and they basically use this methodology...I even have some API code I can give you if you choose that route (at least for the Remedy half of it). --- On Wed, 1/21/09, Howard Richter hbr4...@gmail.com wrote: From: Howard Richter hbr4...@gmail.com Subject: Re: Remedy / Maximo integrationhow ! To: arsl...@arslist..org Date: Wednesday, January 21, 2009, 5:43 PM ** How fast do they need to be moved? Maybe aie could be used? Howard On Wed, Jan 21, 2009 at 4:53 PM, Sean Harrodine sean_rem...@yahoo.co.uk wrote: ** Hi everyone, I have been asked to look into the possibility of passing tickets from an IBM Maximo ticketing solution into my Remedy 6..3 linux system and vice versa, and wanted to see if anyone else has attempted this and had any success, and if so, how you managed to achieve this. Obviously there will be a need for a mapping exercise between fields so i am looking for some insight as to how i could achieve this and what type of functionality to investigate. All network connectivity will obviously be in place beforehandwell.thats what i'm being told :o) Thanks in advance for any input. rgds, Sean __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Mid-Tier not 64-bit in AR System 7.5.00 (was RE: ARS 7.5 Office 2007)
Hi David, In case I want to install midtier on Linux (32 bit) I start the installer as suggested by you but does not take me to a level where I can uncheck all other and maintain Midtier. I have a limitation in adding so I will send you those by other mail. Best Regards, Uday Joshi -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Easter, David Sent: Wednesday, January 21, 2009 03:16 AM To: arslist@ARSLIST.ORG Subject: Re: Mid-Tier not 64-bit in AR System 7.5.00 (was RE: ARS 7.5 Office 2007) AR System 7.5.00 is a consolidated installer - but you do not have to choose all of the components to install at once. So just uncheck the things you don't want installed and keep the things you do want installed checked. So for the Mid-Tier, just uncheck all the server and client stuff, for example. To launch the installer in Linux: - In a command window, change directories to the location of the setup.sh file for the suite installer - Run setup.sh -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 J.T. Shyman Sent: Tuesday, January 20, 2009 1:24 PM To: arslist@ARSLIST.ORG Subject: Re: Mid-Tier not 64-bit in AR System 7.5.00 (was RE: ARS 7.5 Office 2007) David, Maybe I am the one confused but it appears that AR System, Mid-Tier, Flashboard, Email, Assignment, Approval and Clients are all in one big install file and that file expands into an executable for the most part. Prior to 7.5 Mid-Tier was a separate installer. It doesn't appear to be so now. For linux the file is called ARSuiteKitLinux.tar.gz which, when expanded looks like this: +---ARSuiteKit │ L---Disk1 │ │ setup.jar │ │ setup.sh │ │ │ +---InstData │ │ │ MediaId.properties │ │ │ Resource1.zip │ │ │ │ │ L---VM │ │ setup.bin │ │ │ L---utility │ ARSystem-ini-template.txt │ ARSystemMaintenanceTool.sh │ L---MidtierWar midtier_linux.war I don't see a separate mid-tier installer such as the one that exists for AR 7.1. All I see is a war file. Am I missing something, somewhere? J.T. Shyman Column Technologies -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Easter, David Sent: Tuesday, January 20, 2009 3:39 PM To: arslist@ARSLIST.ORG Subject: Re: Mid-Tier not 64-bit in AR System 7.5.00 (was RE: ARS 7.5 Office 2007) Ok, but the installer is 64bit I'm not sure I understand that statement. The Mid-Tier installer isn't 64-bit... This isn't any different than in previous versions of AR System. What you did in 7.0.01 (or 7.0.01 or 6.3) for installing the Mid-Tier on a 64-bit OS running a 32-bit JVM remains the same. -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 J.T. Shyman Sent: Tuesday, January 20, 2009 11:03 AM To: arslist@ARSLIST.ORG Subject: Re: Mid-Tier not 64-bit in AR System 7.5.00 (was RE: ARS 7.5 Office 2007) Ok, but the installer is 64bit so is there a way to install just the mid-tier on a 32bit Linux OS? J.T. Shyman Column Technologies -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Easter, David Sent: Tuesday, January 20, 2009 12:03 PM To: arslist@ARSLIST.ORG Subject: Mid-Tier not 64-bit in AR System 7.5.00 (was RE: ARS 7.5 Office 2007) (I'm going to start changing subject headers when new questions are asked if the subject matter changes. Should help searching results...) This is covered in the SoD for 64-bit that can be found here: 16-Jul-2008 (Statement of Direction) BMC Atrium CMDB on UNIX and Linux: Expected 64-bit roadmap and interoperability with AR System PDF http://www.bmc.com/products/documents/34/60/93460/93460.pdf * Will the BMC AR System Mid-Tier be 64-bit as well? o No. The Mid-Tier will continue to be 32-bit. So the Mid-Tier is not a 64-bit binary - your assumption
Re: Mid-Tier not 64-bit in AR System 7.5.00 (was RE: ARS 7.5 Office 2007)
Hi Uday, You may have missed my follow-up E-mail on this. 32-bit Linux OS are not supported in AR System 7.5.00 - even for the 32-bit Mid-Tier. The installer itself is not 64-bit, but it checks to make sure you're on a 64-bit Linux OS. This is documented in the compatibility matrix: AR System Mid-Tier Supported Configurations The following Web / Application Servers and Servlet Engines are supported all operating systems and platforms supported by BMC as defined in the AR System Server Supported Hardware platforms and Operating Systems section above. Since we do not support the 32-bit Linux operating system anymore for the server, it is also not supported for the Mid-Tier. -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 Uday Joshi Sent: Thursday, January 22, 2009 4:05 AM To: arslist@ARSLIST.ORG Subject: Re: Mid-Tier not 64-bit in AR System 7.5.00 (was RE: ARS 7.5 Office 2007) Hi David, In case I want to install midtier on Linux (32 bit) I start the installer as suggested by you but does not take me to a level where I can uncheck all other and maintain Midtier. I have a limitation in adding so I will send you those by other mail. Best Regards, Uday Joshi -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Easter, David Sent: Wednesday, January 21, 2009 03:16 AM To: arslist@ARSLIST.ORG Subject: Re: Mid-Tier not 64-bit in AR System 7.5.00 (was RE: ARS 7.5 Office 2007) AR System 7.5.00 is a consolidated installer - but you do not have to choose all of the components to install at once. So just uncheck the things you don't want installed and keep the things you do want installed checked. So for the Mid-Tier, just uncheck all the server and client stuff, for example. To launch the installer in Linux: - In a command window, change directories to the location of the setup.sh file for the suite installer - Run setup.sh -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 J.T. Shyman Sent: Tuesday, January 20, 2009 1:24 PM To: arslist@ARSLIST.ORG Subject: Re: Mid-Tier not 64-bit in AR System 7.5.00 (was RE: ARS 7.5 Office 2007) David, Maybe I am the one confused but it appears that AR System, Mid-Tier, Flashboard, Email, Assignment, Approval and Clients are all in one big install file and that file expands into an executable for the most part. Prior to 7.5 Mid-Tier was a separate installer. It doesn't appear to be so now. For linux the file is called ARSuiteKitLinux.tar.gz which, when expanded looks like this: +---ARSuiteKit │ L---Disk1 │ │ setup.jar │ │ setup.sh │ │ │ +---InstData │ │ │ MediaId.properties │ │ │ Resource1.zip │ │ │ │ │ L---VM │ │ setup.bin │ │ │ L---utility │ ARSystem-ini-template.txt │ ARSystemMaintenanceTool.sh │ L---MidtierWar midtier_linux.war I don't see a separate mid-tier installer such as the one that exists for AR 7.1. All I see is a war file. Am I missing something, somewhere? J.T. Shyman Column Technologies -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Easter, David Sent: Tuesday, January 20, 2009 3:39 PM To: arslist@ARSLIST.ORG Subject: Re: Mid-Tier not 64-bit in AR System 7.5.00 (was RE: ARS 7.5 Office 2007) Ok, but the installer is 64bit I'm not sure I understand that statement. The Mid-Tier installer isn't 64-bit... This isn't any different than in previous versions of AR System. What you did in 7.0.01 (or 7.0.01 or 6.3) for installing the Mid-Tier on a 64-bit OS running a 32-bit JVM remains the same. -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
Issues::Remedy in Load balanced environment
Hi Listers, I've been assigned a task of developing a load balanced environment for our remedy infrastructure. It has become a headache now since I am stuck with few things. Here's bit of description of the architecture. We have planned for having two sites A and B, A will be Primary and B a Disaster Recovery Site. On the top we have Users connecting through Citrix to any of the ARS application servers through two F5 1600 Load Balancer. The Load Balancers are in active - passive mode with a switch above them to shift the connection incase any of the LB goes down. Then we have 4 ARS application server all in Active mode in server group architecture. These servers have two Database to connect to. Databases are in Active - Passive mode. Each of these DBs are connected to their own SAN for storage. We will have a dataguard for replication of the database. DSO is not proposed in this architecture. We have a home grown application. ARS version 7.1.0 on Solaris 10 Oracle 10g on RHEL 5 Midtier 7.1.0 on Windows 2003 server Questions that concern us are: 1. Will this architecture be feasible solution for failover and high availability? 2. How will we find out incase any of the server goes down? Is there any need for health check script to run on each of the ARS Server box to see if the server is alive or not? 3. To have a zero downtime at the time of application upgrade, if we take one side completely down then is there an option in Load Balancer to restrict the users to access the admin server so that we can use it to do our workflow updates in the passive database. Then the dataguard will copy the changes from this database to the active. Is this scenario possible? if not then is there any other option where I can achieve zero downtime or minimal downtime for workflow and form updates. 4. Is there some recommendation for setting the stickiness value in the load balancer. 5. Has someone used this kind of scenario with F5 Load balancer and can share how things are configured? Remedy only has a documentation with Cisco LB. 6. Are there any critical things you'd like to list which needs to be taken care of in this environment. Any thoughts are appreciated.! -- Ankur ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Issues::Remedy in Load balanced environment
Ankur, A good starting point would be the white paper on using a Load Balancer within an AR System environment: 06-Sep-2007 Using a Hardware Load Balancer with AR System 7.1.00 PDF http://www.bmc.com/supportu/documents/40/92/84092/84092.pdf Thanks, -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. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ankur Gulati Sent: Thursday, January 22, 2009 6:35 AM To: arslist@ARSLIST.ORG Subject: Issues::Remedy in Load balanced environment ** Hi Listers, I've been assigned a task of developing a load balanced environment for our remedy infrastructure. It has become a headache now since I am stuck with few things. Here's bit of description of the architecture. We have planned for having two sites A and B, A will be Primary and B a Disaster Recovery Site. On the top we have Users connecting through Citrix to any of the ARS application servers through two F5 1600 Load Balancer. The Load Balancers are in active - passive mode with a switch above them to shift the connection incase any of the LB goes down. Then we have 4 ARS application server all in Active mode in server group architecture. These servers have two Database to connect to. Databases are in Active - Passive mode. Each of these DBs are connected to their own SAN for storage. We will have a dataguard for replication of the database. DSO is not proposed in this architecture. We have a home grown application. ARS version 7.1.0 on Solaris 10 Oracle 10g on RHEL 5 Midtier 7.1.0 on Windows 2003 server Questions that concern us are: 1. Will this architecture be feasible solution for failover and high availability? 2. How will we find out incase any of the server goes down? Is there any need for health check script to run on each of the ARS Server box to see if the server is alive or not? 3. To have a zero downtime at the time of application upgrade, if we take one side completely down then is there an option in Load Balancer to restrict the users to access the admin server so that we can use it to do our workflow updates in the passive database. Then the dataguard will copy the changes from this database to the active. Is this scenario possible? if not then is there any other option where I can achieve zero downtime or minimal downtime for workflow and form updates. 4. Is there some recommendation for setting the stickiness value in the load balancer. 5. Has someone used this kind of scenario with F5 Load balancer and can share how things are configured? Remedy only has a documentation with Cisco LB. 6. Are there any critical things you'd like to list which needs to be taken care of in this environment. Any thoughts are appreciated.! -- Ankur __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: View Form to external table filter question
Thank you both for the replies. Good call on the db trigger Fred. Gotta roll this out quickly so I'm just going with an escalation. Thank you again! Regards YHK On Wed, Jan 21, 2009 at 5:33 PM, Grooms, Frederick W frederick.w.gro...@xo.com wrote: ** Or have the database trigger a call to an API program or web service to inform Remedy that the record is there Fred *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Nall, Roger *Sent:* Wednesday, January 21, 2009 4:26 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: View Form to external table filter question YHK, This will not work. Remedy does not recognize an insert into an external table. You must use an escalation. Thanks, Roger A. Nall Manager, OSSNMS Remedy T-Mobile, USA Desk:972-464-3712 NEW Cell: 973-652-6723 FAX: sf49fanv AIM IM RogerNall Yahoo IM -- *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *YHK *Sent:* Wednesday, January 21, 2009 4:24 PM *To:* arslist@ARSLIST.ORG *Subject:* View Form to external table filter question Hello Listers! Wondering if you have a view form to an external table that has a filter that fires on submit... Will the filter fire if a record is created in that table in the external database? Trying to avoid creating an escalation if I can avoid it. Thank you in advance! ARS7.1 patch04 Regards, YHK __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
To to figure out which rows are selected? + Crystal question
Hi Listers, I have a simple ARS Form. I want to enable users to run a search, then selected / highlight a few rows in the results pane and click a button to run a Crystal Report. The question is how to figure out which rows are highlighted or selected? I need to know this to build on-the-fly the qualification that I will pass to the Crystal Report. Any ideas? Mark ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: SLA missing due dates
SHARE:Application Properties form should have this info. Anne Ramey E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Timothy Rondeau Sent: Wednesday, January 21, 2009 9:15 PM To: arslist@ARSLIST.ORG Subject: Possibly spam: Re: SLA missing due dates ** No sure to be exact how do I find that? From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Howard Richter Sent: Wednesday, January 21, 2009 9:13 PM To: arslist@ARSLIST.ORG Subject: Re: SLA missing due dates ** What patch of SLM are you running? I know that there were some issues with a couple of the patches. hbr On Wed, Jan 21, 2009 at 9:07 PM, Timothy Rondeau timothy.rond...@phaseforward.commailto:timothy.rond...@phaseforward.com wrote: ** Anyone know why an SLA would be missing Due Date: [%20] Running ars 7.0.1 patch 2.The SVTDueDate is not being calculated for my Due Date. Thanks Tim __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.commailto:hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
ITSM 7.0.3 Approval Server
Hi everyone. Here's the issue. In our Change process, we have business users (end users with read license) who need to approve a change request. They should be able to go into the Approval Central and approve the request when they view the change and it displays the CHG:ChangeAPDetailSignature form. We do not allow guest users and all of our end users have a people record with a READ license. However, they get this error when they try to approve: You do not have write license (ARERR 8932) You do not have write access to field : Password (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : User ID (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : Individual/Group (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : Approval Status (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : zTempAuthPassword (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : z1D Impact Area Required (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : z1D CHG Rules ID (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : zTmpPassword (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : z1D Char05 (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : z1D Integer01 (ARERR 330) I checked fields and Public is visible. I guess I want to have the same functionality as when an end user goes into the requester console to submit a request. They can have a read license but still type in notes. Any ideas? Thanks a lot. Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Informatics-Infrastructure Office: 631.858.7765 Mobile:646.483.2779 ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Quick Question New Mandatory field on helpdesk form
If we are also using the service request module how do I ensure this field is getting populated as well when requests channel from this medium? Thanks Steve ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: ITSM 7.0.3 Approval Server
In order to approve a change you will need to have a fixed or floating license. Read licenses only let you submit and modify only the entries that you have submitted. I do not think that this applies here. From the documentation: Within their assigned permissions, users with Read licenses can search for requests and display requests. In addition, administrators can configure the AR System server to enable users with Read licenses to do the following tasks: Submit requests Modify requests that they submitted The ability to allow those with Read licenses to submit requests allows you to reserve write licenses for users who need to modify requests that they did not submit. James On Jan 22, 10:49 am, Chowdhury, Tauf tauf.chowdh...@frx.com wrote: Hi everyone. Here's the issue. In our Change process, we have business users (end users with read license) who need to approve a change request. They should be able to go into the Approval Central and approve the request when they view the change and it displays the CHG:ChangeAPDetailSignature form. We do not allow guest users and all of our end users have a people record with a READ license. However, they get this error when they try to approve: You do not have write license (ARERR 8932) You do not have write access to field : Password (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : User ID (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : Individual/Group (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : Approval Status (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : zTempAuthPassword (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : z1D Impact Area Required (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : z1D CHG Rules ID (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : zTmpPassword (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : z1D Char05 (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : z1D Integer01 (ARERR 330) I checked fields and Public is visible. I guess I want to have the same functionality as when an end user goes into the requester console to submit a request. They can have a read license but still type in notes. Any ideas? Thanks a lot. Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Informatics-Infrastructure Office: 631.858.7765 Mobile:646.483.2779 ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: ITSM 7.0.3 Approval Server
That's generally true, James - but there is special code within AR System and ITSM that mitigates that requirement when using an ITSM out-of-the-box application. ITSM users do not need a write license to use approval server - a business benefit of using the BMC ITSM suite. However, your statement is correct for any non-ITSM (e.g. custom or home-grown) applications. In those cases, a write license is required for approval due to the section you pasted below. For the OP, the most common occurrence of this situation is when the original ITSM form is copied rather than modified or a new form is added. In other words, were you to create a new approval form, it may not be licensed properly as an ITSM application form. If that were the case, the special condition of the form being an out-of-the-box ITSM application form wouldn't be in force and the system would therefore require a write license to approve. So the first thing I would suggest would be to see whether that form is OOTB or whether it is a custom form or copy of the original. -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 jham36 Sent: Thursday, January 22, 2009 8:09 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.0.3 Approval Server In order to approve a change you will need to have a fixed or floating license. Read licenses only let you submit and modify only the entries that you have submitted. I do not think that this applies here. From the documentation: Within their assigned permissions, users with Read licenses can search for requests and display requests. In addition, administrators can configure the AR System server to enable users with Read licenses to do the following tasks: Submit requests Modify requests that they submitted The ability to allow those with Read licenses to submit requests allows you to reserve write licenses for users who need to modify requests that they did not submit. James On Jan 22, 10:49 am, Chowdhury, Tauf tauf.chowdh...@frx.com wrote: Hi everyone. Here's the issue. In our Change process, we have business users (end users with read license) who need to approve a change request. They should be able to go into the Approval Central and approve the request when they view the change and it displays the CHG:ChangeAPDetailSignature form. We do not allow guest users and all of our end users have a people record with a READ license. However, they get this error when they try to approve: You do not have write license (ARERR 8932) You do not have write access to field : Password (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : User ID (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : Individual/Group (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : Approval Status (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : zTempAuthPassword (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : z1D Impact Area Required (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : z1D CHG Rules ID (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : zTmpPassword (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : z1D Char05 (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : z1D Integer01 (ARERR 330) I checked fields and Public is visible. I guess I want to have the same functionality as when an end user goes into the requester console to submit a request. They can have a read license but still type in notes. Any ideas? Thanks a lot. Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Informatics-Infrastructure 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
Re: ITSM 7.0.3 Approval Server
David, Our forms are out of the box as well as the workflow. Tauf Chowdhury Analyst, Service Management Office: 631.858.7765 Mobile:646.483.2779 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Easter, David Sent: Thursday, January 22, 2009 11:19 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.0.3 Approval Server That's generally true, James - but there is special code within AR System and ITSM that mitigates that requirement when using an ITSM out-of-the-box application. ITSM users do not need a write license to use approval server - a business benefit of using the BMC ITSM suite. However, your statement is correct for any non-ITSM (e.g. custom or home-grown) applications. In those cases, a write license is required for approval due to the section you pasted below. For the OP, the most common occurrence of this situation is when the original ITSM form is copied rather than modified or a new form is added. In other words, were you to create a new approval form, it may not be licensed properly as an ITSM application form. If that were the case, the special condition of the form being an out-of-the-box ITSM application form wouldn't be in force and the system would therefore require a write license to approve. So the first thing I would suggest would be to see whether that form is OOTB or whether it is a custom form or copy of the original. -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 jham36 Sent: Thursday, January 22, 2009 8:09 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.0.3 Approval Server In order to approve a change you will need to have a fixed or floating license. Read licenses only let you submit and modify only the entries that you have submitted. I do not think that this applies here. From the documentation: Within their assigned permissions, users with Read licenses can search for requests and display requests. In addition, administrators can configure the AR System server to enable users with Read licenses to do the following tasks: Submit requests Modify requests that they submitted The ability to allow those with Read licenses to submit requests allows you to reserve write licenses for users who need to modify requests that they did not submit. James On Jan 22, 10:49 am, Chowdhury, Tauf tauf.chowdh...@frx.com wrote: Hi everyone. Here's the issue. In our Change process, we have business users (end users with read license) who need to approve a change request. They should be able to go into the Approval Central and approve the request when they view the change and it displays the CHG:ChangeAPDetailSignature form. We do not allow guest users and all of our end users have a people record with a READ license. However, they get this error when they try to approve: You do not have write license (ARERR 8932) You do not have write access to field : Password (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : User ID (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : Individual/Group (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : Approval Status (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : zTempAuthPassword (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : z1D Impact Area Required (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : z1D CHG Rules ID (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : zTmpPassword (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : z1D Char05 (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : z1D Integer01 (ARERR 330) I checked fields and Public is visible. I guess I want to have the same functionality as when an end user goes into the requester console to submit a request. They can have a read license but still type in notes. Any ideas? Thanks a lot. Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Informatics-Infrastructure Office: 631.858.7765 Mobile:646.483.2779 ** This e-mail and its attachments may contain Forest
Re: Quick Question New Mandatory field on helpdesk form
Steve, Is there a possibility of setting it to some sort of a default if a null value is passed at the time of creating that record? I would look at that so that there is no chance of it being set to null.. Cheers Joe From: Steven Iocco steveio...@hotmail.com To: arslist@ARSLIST.ORG Sent: Thursday, January 22, 2009 11:04:33 AM Subject: Quick Question New Mandatory field on helpdesk form ** If we are also using the service request module how do I ensure this field is getting populated as well when requests channel from this medium? Thanks Steve ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Quick Question New Mandatory field on helpdesk form
Thanks Joe. Thats actually what I am looking for. TI need to know the workflow which pushes the summary definition fields or request fields to the Helpdesk Form when an incident is created to include the new value. In the summary definition form I will default it. Steve Date: Thu, 22 Jan 2009 08:37:03 -0800From: joe_rem...@yahoo.comsubject: Re: Quick Question New Mandatory field on helpdesk formTo: arsl...@arslist.org** Steve, Is there a possibility of setting it to some sort of a default if a null value is passed at the time of creating that record? I would look at that so that there is no chance of it being set to null.. Cheers Joe From: Steven Iocco steveio...@hotmail.comTo: arsl...@arslist.orgsent: Thursday, January 22, 2009 11:04:33 AMSubject: Quick Question New Mandatory field on helpdesk form** If we are also using the service request module how do I ensure this field is getting populated as well when requests channel from this medium?ThanksSteve__Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Dynamic Window label?
Thanks, Joe. Unfortunately that doesn't change the window list... On Wed, 21 Jan 2009 15:42:58 -0800, Joe DeSouza joe_rem...@yahoo.com wrote: Laurie, Choose the customer name as the Request Identifier in the Form - Current View - Properties. That should give each window title a distinct name.. I'm not sure if that will impact the Windows list but it might.. Check it out.. Cheers Joe From: Muhlethaler, Laurie lmuhletha...@firstrepublic.com To: arslist@ARSLIST.ORG Sent: Wednesday, January 21, 2009 6:26:39 PM Subject: Dynamic Window label? ** Listers ~ I sure hope I don't embarrass myself with a Remedy 101 question... Is there a way for an admin to dynamically allow for a visual distinction between multiple open windows of the same form? For instance; my users want to be able to pull down the Window menu in the WUT and see at a glance which open Incident window refers to which Customer... Windows Server 2003 SQL Server 2005 7.1.00 Patch 002 AR Server MidTier Admin Client 7.0.03 Patch 006 Service Desk Laurie Muhlethaler First Republic Bank Remedy Developer / Administrator 415.364.4436 The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. This message cannot be guaranteed to be secure or error-free. First Republic Bank and its related entities do not take responsibility for, or accept time-sensitive instructions sent by email including orders, funds transfer instructions or stop payments on checks. All instructions of this nature must be handled by direct communication, not email. We reserve the right to monitor and review the content of all email communications sent or received. Emails sent to or from this address may be stored in accordance with regulatory requirements. First Republic Bank is a Division of Merrill Lynch Bank Trust Co., FSB ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: On Browser: How to Make a Report Based on a Join Form Availbale on Report Selection box
Joe, Reporting through ITSM 7 mechanism...yes join forms can be used. Through ARS's native mechanism, no, because the only reports that show up when users initiate reporting from a form (by clicking Report button on the Browser) is the ones tied to that form (on Report form). So I can't make a report based on AJoinB be available when users want to report off form A. ITSM 7's reports are run through the ITSM 7 Report Console which has extensive code to set the right form name before calling the Active Link that opens the report. That's why my dilemma...that without writing code or adding a button, I can't have users initiate report on form A, and then run a report based on AJoinB. I will see if I can use a report based on form A, and have fields from B be pulled in a sub-report. --- Joe DeSouza joe_rem...@yahoo.com wrote: Aren't a lot of the out of the box reports on the ITSM apps based out of join forms? Why would it be a limiting factor? Joe From: Rabi Tripathi ars_l...@yahoo.com To: arslist@ARSLIST.ORG Sent: Wednesday, January 21, 2009 2:39:17 PM Subject: On Browser: How to Make a Report Based on a Join Form Availbale on Report Selection box Hi folks, When my users want to generate a report on form A, I need to allow them to select a report based on a join of form A and form B. Can't seem to be able to do it on a browser client, as only reports based on form A show up for selection. When they are looking at a results list on A, they click on Report button to get to the Report Selection window (standard ARS form for reporting on browser clients). On this window, the reports that show up for selection on the table are filtered by the table using this qualification (source is Report form): (( $FmName$ =) OR ( $FmName$ = 'Form Name')) AND (($USER$ = 'Submitter') OR ( 'Status' = Active)) So, when the Report Selection window opens, I am guessing the form name A is brought to the window on $FmName$, so that only reports based on A are listed. How can I have a report based on AJoinB be listed there? I think I could change my report design (Crystal) to use report/subreport instead of a join form, but I already have a report nicely built using AJoinB. The relationship between A and B is one to one. With a subreport, all the fields from the subreport will be limited to one area, and I can't mix its fields with those of the main report, as I can if I am using a join with 1:1 relationship. Can't win either way. Any ideas? Any way to embed the join form name in the report and have that form be used as the source, even though the user got to the Report Selection window from A? I can write custom code on a button to run this report my way and bypass Report Selection window, but I am trying hard to avoid having to write/change code, and instead just add a report on Report form. TIA. ARS 7.1, Crystal 11. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
ITSM 7: Incident Owner Set Based on Autoassignment Rule or Based on Submitter/Assignee Group?
Hi, In ITSM 7, I can set autoassignment rules for Assignee group or Owner group of Incidents. (on CFG:Assignment form) However, for Owner Group, there is also a detailed statement in the User Guide about how the Owner Group is picked by the system based on what kind of group is submitting the Incident (with or without HelpDesk role) and what kind of group it is assigned to. ( See Incident 7.0 User Guide, Page 125 ) This statement in User Guide completely ignores the usual auto-assignment logic, and is in fact in direct conflict with it. So which logic is really used by ITMS 7 to pick an Owner Group on an Incident? In my system I see that the auto-assignment rule on CFG:Assignment form is used in almost all of the Incidents. A very few seem to have Owner Group set differently. In these, I am not sure if the statement above was applied or the user manually set the Owner Group. What the @#!$ fruit? Which logic is in effect? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Confirmation Dialog Box
Hi: I created a custom dialog box with buttons Yes and No and set a temp field as you suggested. The temp field maps to a display-only field on the parent form on close. AL's set the value on click of Yes or No. The same AL that opens that dialog box should have a next action I wasn't sure what you meant by that. I couldn't find a way to add an action in the same AL that evaluates the field. I tried adding a Goto action, but can't figure out how to work that either. Thanks for any help you can give. -Tricia From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Wednesday, January 21, 2009 4:34 PM To: arslist@ARSLIST.ORG Subject: Re: Confirmation Dialog Box ** Tricia, Create a custom dialog box with buttons Yes and No for the confirmation and set a temp field on that dialog box (radio button field) having values Yes and No with the appropriate value when Yes or No is pressed. Have this same temp field as a display only field on the parent form. On Window Close of the dialog box which happens on both pressing yes and no, have that temp field mapped so that the value is passed down from the dialog box to the main parent form. The same AL that opens that dialog box should have a next action that evaluates the value of that temp field and perform the necessary actions there after on whether to save or not save the record.. Cheers Joe From: Oliva Millonig, Patricia patricia.ol...@mpi.com To: arslist@ARSLIST.ORG Sent: Wednesday, January 21, 2009 3:35:52 PM Subject: Confirmation Dialog Box We are trying to make box that opens after Submit is hit asking if the user if they are sure they want to submit. If the answer is yes we want to data committed to the data base, if the answer is no the form should clear. Is there an easy way to do this? Thanks, Tricia This e-mail, including any attachments, is a confidential business communication, and may contain information that is confidential, proprietary and/or privileged. This e-mail is intended only for the individual(s) to whom it is addressed, and may not be saved, copied, printed, disclosed or used by anyone else. If you are not the(an) intended recipient, please immediately delete this e-mail from your computer system and notify the sender. Thank you. __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ This e-mail, including any attachments, is a confidential business communication, and may contain information that is confidential, proprietary and/or privileged. This e-mail is intended only for the individual(s) to whom it is addressed, and may not be saved, copied, printed, disclosed or used by anyone else. If you are not the(an) intended recipient, please immediately delete this e-mail from your computer system and notify the sender. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: ITSM 7: Incident Owner Set Based on Autoassignment Rule or Based on Submitter/Assignee Group?
The OOB workflow first checks to see if an assignment rule is in the CFG:Assignment form (Event=Incident Owner). If not, then it chooses a default based on the submitter/assigned group rules. Regards, Chuck Baldi On Thu, Jan 22, 2009 at 12:11 PM, Rabi Tripathi ars_l...@yahoo.com wrote: Hi, In ITSM 7, I can set autoassignment rules for Assignee group or Owner group of Incidents. (on CFG:Assignment form) However, for Owner Group, there is also a detailed statement in the User Guide about how the Owner Group is picked by the system based on what kind of group is submitting the Incident (with or without HelpDesk role) and what kind of group it is assigned to. ( See Incident 7.0 User Guide, Page 125 ) This statement in User Guide completely ignores the usual auto-assignment logic, and is in fact in direct conflict with it. So which logic is really used by ITMS 7 to pick an Owner Group on an Incident? In my system I see that the auto-assignment rule on CFG:Assignment form is used in almost all of the Incidents. A very few seem to have Owner Group set differently. In these, I am not sure if the statement above was applied or the user manually set the Owner Group. What the @#!$ fruit? Which logic is in effect? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: To to figure out which rows are selected? + Crystal question
Mark, Have the active links that perform what you want in a Guide, and call that guide and do a Table Loop, with the option 'Table Loop Selected Rows Only' checked. That should achieve what you want. Hope that helps.. Cheers Joe From: Mark Milke mark_mi...@yahoo.com To: arslist@ARSLIST.ORG Sent: Thursday, January 22, 2009 10:08:55 AM Subject: To to figure out which rows are selected? + Crystal question Hi Listers, I have a simple ARS Form. I want to enable users to run a search, then selected / highlight a few rows in the results pane and click a button to run a Crystal Report. The question is how to figure out which rows are highlighted or selected? I need to know this to build on-the-fly the qualification that I will pass to the Crystal Report. Any ideas? Mark ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Quick Question New Mandatory field on helpdesk form
Steve, In my opinion, you might have to create a customized Filter. The reason being if that value is set to something specific, you do not want to overide that with a default. So one of the last filters to execute on that form would be to check the contents of that field and if null set it to a default. Cheers Joe From: Steven Iocco steveio...@hotmail.com To: arslist@ARSLIST.ORG Sent: Thursday, January 22, 2009 11:43:49 AM Subject: Re: Quick Question New Mandatory field on helpdesk form ** Thanks Joe. Thats actually what I am looking for. TI need to know the workflow which pushes the summary definition fields or request fields to the Helpdesk Form when an incident is created to include the new value. In the summary definition form I will default it. Steve Date: Thu, 22 Jan 2009 08:37:03 -0800 From: joe_rem...@yahoo.com Subject: Re: Quick Question New Mandatory field on helpdesk form To: arslist@ARSLIST.ORG ** Steve, Is there a possibility of setting it to some sort of a default if a null value is passed at the time of creating that record? I would look at that so that there is no chance of it being set to null.. Cheers Joe From: Steven Iocco steveio...@hotmail.com To: arslist@ARSLIST.ORG Sent: Thursday, January 22, 2009 11:04:33 AM Subject: Quick Question New Mandatory field on helpdesk form ** If we are also using the service request module how do I ensure this field is getting populated as well when requests channel from this medium? Thanks Steve ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Dynamic Window label?
Laurie, Sorry to hear that. I know that option gives the title bar of the window a dynamic name, but wasn't too sure how it would affect the windows list names. There is no other option that I am aware of to the best of my knowledge. Maybe you could write up an RFE giving Remedy your business justification for it, and if its accepted you might be able to see that in future versions. Joe From: Muhlethaler, Laurie lmuhletha...@firstrepublic.com To: arslist@ARSLIST.ORG Sent: Thursday, January 22, 2009 11:56:41 AM Subject: Re: Dynamic Window label? Thanks, Joe. Unfortunately that doesn't change the window list... On Wed, 21 Jan 2009 15:42:58 -0800, Joe DeSouza joe_rem...@yahoo.com wrote: Laurie, Choose the customer name as the Request Identifier in the Form - Current View - Properties. That should give each window title a distinct name.. I'm not sure if that will impact the Windows list but it might.. Check it out.. Cheers Joe From: Muhlethaler, Laurie lmuhletha...@firstrepublic.com To: arslist@ARSLIST.ORG Sent: Wednesday, January 21, 2009 6:26:39 PM Subject: Dynamic Window label? ** Listers ~ I sure hope I don't embarrass myself with a Remedy 101 question... Is there a way for an admin to dynamically allow for a visual distinction between multiple open windows of the same form? For instance; my users want to be able to pull down the Window menu in the WUT and see at a glance which open Incident window refers to which Customer... Windows Server 2003 SQL Server 2005 7.1.00 Patch 002 AR Server MidTier Admin Client 7.0.03 Patch 006 Service Desk Laurie Muhlethaler First Republic Bank Remedy Developer / Administrator 415.364.4436 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Confirmation Dialog Box
Hello Tricia, I agree I wasn't completely clear.. I apologize.. Lets assume you have a AL called 'TRICIA:OpenWindow01' whose execution order is lets say 100 The action on that should be Open Window to open the Dialog box. It might also help to clear the value of the temp field on the parent window before the Open Window action. Create another Active link say 'TRICIA:OpenWindow02' whose execution order is 101 The Run If condition on this one should evaluate the value contained in the temp field and then have your If and Else actions defined accordingly.. Hope that simplifies what I meant.. Cheers Joe From: Oliva Millonig, Patricia patricia.ol...@mpi.com To: arslist@ARSLIST.ORG Sent: Thursday, January 22, 2009 12:24:47 PM Subject: Re: Confirmation Dialog Box ** Hi: I created a custom dialog box with buttons Yes and No and set a temp field as you suggested. The temp field maps to a display-only field on the parent form on close. AL's set the value on click of Yes or No. The same AL that opens that dialog box should have a next action I wasn't sure what you meant by that. I couldn't find a way to add an action in the same AL that evaluates the field. I tried adding a Goto action, but can't figure out how to work that either. Thanks for any help you can give. -Tricia From:Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Wednesday, January 21, 2009 4:34 PM To: arslist@ARSLIST.ORG Subject: Re: Confirmation Dialog Box ** Tricia, Create a custom dialog box with buttons Yes and No for the confirmation and set a temp field on that dialog box (radio button field) having values Yes and No with the appropriate value when Yes or No is pressed. Have this same temp field as a display only field on the parent form. On Window Close of the dialog box which happens on both pressing yes and no, have that temp field mapped so that the value is passed down from the dialog box to the main parent form. The same AL that opens that dialog box should have a next action that evaluates the value of that temp field and perform the necessary actions there after on whether to save or not save the record.. Cheers Joe From:Oliva Millonig, Patricia patricia.ol...@mpi.com To: arslist@ARSLIST.ORG Sent: Wednesday, January 21, 2009 3:35:52 PM Subject: Confirmation Dialog Box We are trying to make box that opens after Submit is hit asking if the user if they are sure they want to submit. If the answer is yes we want to data committed to the data base, if the answer is no the form should clear. Is there an easy way to do this? Thanks, Tricia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: ITSM 7: Incident Owner Set Based on Autoassignment Rule or Based on Submitter/Assignee Group?
Charles, A review of Incidents on my system supports your statement. Did I miss this statement anywhere in the manuals, or do you know this from experience/code review? Anyway, thank you. --- Charles Baldi charles.ba...@gmail.com wrote: The OOB workflow first checks to see if an assignment rule is in the CFG:Assignment form (Event=Incident Owner). If not, then it chooses a default based on the submitter/assigned group rules. Regards, Chuck Baldi On Thu, Jan 22, 2009 at 12:11 PM, Rabi Tripathi ars_l...@yahoo.com wrote: Hi, In ITSM 7, I can set autoassignment rules for Assignee group or Owner group of Incidents. (on CFG:Assignment form) However, for Owner Group, there is also a detailed statement in the User Guide about how the Owner Group is picked by the system based on what kind of group is submitting the Incident (with or without HelpDesk role) and what kind of group it is assigned to. ( See Incident 7.0 User Guide, Page 125 ) This statement in User Guide completely ignores the usual auto-assignment logic, and is in fact in direct conflict with it. So which logic is really used by ITMS 7 to pick an Owner Group on an Incident? In my system I see that the auto-assignment rule on CFG:Assignment form is used in almost all of the Incidents. A very few seem to have Owner Group set differently. In these, I am not sure if the statement above was applied or the user manually set the Owner Group. What the @#!$ fruit? Which logic is in effect? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
32bit script for Mid-Tier Errors
Hello Listers! Hope everyone is doing well. I have a Mid-Tier server running on 2003 Enterprise 64bit. I have been asked to install IIS 6 instead of Apache, which I originally installed and worked great. Per the MT guide and a KM i found, you are to run both the scripts below. The first script however errors with the error below. Has anyone encounter this and know how to resolve this to where I can get this script to apply? Thank you in advance for any insight! Best Regards, YHK Scripts to run: cscript.exe adsutil.vbs set W3SVC/AppPools/ Enable32BitAppOnWin64 1 cscript.exe C:\WINDOWS\system32\iisext.vbs /AddFile C:\Program Files (x86)\Apache Software Foundation\Jakarta Isapi Redirector\bin\isapi_redirect.dll 1 jakarta 1 jakarta Results from trying the first script as admin on my 64bit 2003 server: *C:\Inetpub\AdminScriptscscript.exe adsutil.vbs set W3SVC/AppPools/ Enable32BitA ppOnWin64 1 Microsoft (R) Windows Script Host Version 5.6 Copyright (C) Microsoft Corporation 1996-2001. All rights reserved. ErrNumber: -2147463164 (0x80005004) Error Trying To GET the Schema of the property: IIS://localhost/Schema/AppPools* ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Any one use 'Configure Service Target Data Source' for SLA's Helpdesk
Hi All, More sla questions. So I basically went through the docs again and found that on the 'Configure Service Target Data Source' for Helpdesk, under the MSP/Business Time tab you can put in a Field Containing Entity. I basically created a field and I add the Entity on the Incident. Now I want to pull it in. Because if the group that is assigned the Incident I want the SLA's to follow there time zone. This does not seem to work. I am wondering if anyone has used this setting and how they got this to work? My service target business entity is blank as per doc, this should then use the field from the Configure Service Target Data Source. We are running SLM 7.0.2 patch 4 on ARS 7.0.1 patch 2. Thanks Tim ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: ITSM 7: Incident Owner Set Based on Autoassignment Rule or Based on Submitter/Assignee Group?
Suffice it to say that we had to create a separate Ownership rule to match every generic assignment rule that was based on the customer location. We have over 25 distributed support groups, each one of which supports a distinct grouping of users in the global customer company according to their organization value. Ownership is explicitly set by a rule to the IT support group that serves that organization. Assignment may be to the same group for locally supported issues, or to a completely different group for centrally supported system issues - different, explicit rules. In our experience, leaving Ownership to default on its own is a bad idea, and we have even instances where people manage to mangle it while working manually, resulting in a ticket with only one or two of the Ownership fields filled. It is impossible to do anything with a ticket once it is in that state, and it takes an escalation to clean it up. We recommend you create a complete set of explicit ownership rules as appropriate to your customer and support configurations. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi Sent: Thursday, January 22, 2009 11:12 AM To: arslist@ARSLIST.ORG Subject: ITSM 7: Incident Owner Set Based on Autoassignment Rule or Based on Submitter/Assignee Group? Hi, In ITSM 7, I can set autoassignment rules for Assignee group or Owner group of Incidents. (on CFG:Assignment form) However, for Owner Group, there is also a detailed statement in the User Guide about how the Owner Group is picked by the system based on what kind of group is submitting the Incident (with or without HelpDesk role) and what kind of group it is assigned to. ( See Incident 7.0 User Guide, Page 125 ) This statement in User Guide completely ignores the usual auto-assignment logic, and is in fact in direct conflict with it. So which logic is really used by ITMS 7 to pick an Owner Group on an Incident? In my system I see that the auto-assignment rule on CFG:Assignment form is used in almost all of the Incidents. A very few seem to have Owner Group set differently. In these, I am not sure if the statement above was applied or the user manually set the Owner Group. What the @#!$ fruit? Which logic is in effect? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Remedy Java API: UnsatisfiedLinkError: com.bmc.arsys.api.Proxy.ARInitialization()J
Hi: I am trying to create and run java applications from a server where Remedy is not installed. Scripts that run on perfectly fine on the remedy server donot seem to run on a server where remedy is not installed. I have copied all the jar files to $JAVA_HOME/lib directory. I can compile the script fine. But I get the following error when I try to run the script. I see a number of people reporting this error and none of solution seems to be helping me.. Exception in thread main java.lang.UnsatisfiedLinkError: com.bmc.arsys.api.Proxy.ARInitialization()J at com.bmc.arsys.api.Proxy.ARInitialization(Native Method) at com.bmc.arsys.api.Proxy.init(Unknown Source) at com.bmc.arsys.api.ProxyJRpcBase.init(Unknown Source) at com.bmc.arsys.api.ProxyJRpc.init(Unknown Source) at com.bmc.arsys.api.ProxyManager.createProxy(Unknown Source) at com.bmc.arsys.api.ProxyPool.get(Unknown Source) at com.bmc.arsys.api.PoolingProxyManager.getProxy(Unknown Source) at com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source) at checkRequest.main(checkRequest.java:26) Line 26 in the code is server.verifyUser(); Thanks -- Thank you, RaVi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Defect Search Problem
Hi Listers So I'm wondering if there's some hidden trick to looking up defects. I have a problem with our production mid tier and BMC support told me it's fixed by Patch 10 and they gave me the defect id. I look at patch 10 and the defect id is listed as being fixed there but it deals with linux/db2, we're on windows/mssql. So I go to lookup the defect id, see if there's something hidden in the info as to why it fixes my error and the id is not listed on the BMC defects list. Any tricks you guys got to lookup a defect that doesn't want to be found? :) Dylan Wheeler Pacific Life ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Urgent Job - Remedy Architect - DC Metro - Kforce
Just opened. Let me know who might be interested. It hit 40 Degrees today! About time! Remedy Architect Call me if you are interested and available... this position can go many ways. Straight Contract or Contract to Hire with a Conversion Salary of 100 to 120K. Responsibilities include systems analysis, design, implementation, test, and deployment of a full featured Remedy 7.x implementation Experience *BS in CS or equivalent and 10+ years experience. *5+ years experience required as a system architect and technical leader for Remedy implementations. *Expertise in Remedy Incident and Problem management, Service Request Management, Change Management, Asset Management, CMDB and Reconciliation Engine, Service Level Management, Knowledge Management, AREmail, Qualifications BS or MS in computer science. Remedy 7.x Certifications required Administering - Part1, 2, and 3 Application Requirements Analysis, Design and Development Performance Tuning and Trouble Shooting Installing and Configuring ITIL Foundation Certification required PMP Certification desired Joshua Kitchen Recruiter Kforce Government Solutions Two Prestige Place Suite 350 Miamisburg, Ohio 45342 937.449.1749 Office 937.461.6888 Fax 937.416.3456 Cell http://www.linkedin.com/in/joshkitchen Search Dayton, Ohio Jobs today! http://www.kforce.com/tech-jobs-Ohio http://www.kforce.com/Jobs/Search.aspx?Location=1039Specialty=Technolo gy-Jobsid=2189 Great People = Great Results(r) Confidentiality Notice: This email message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and/or privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are attd64a7.gifattd64a8.jpgattd64a9.gifattd64ba.jpg
Re: Remedy Java API: UnsatisfiedLinkError: com.bmc.arsys.api.Proxy.ARInitialization()J
I think this may be because that you might be having two jar files having the same classes being initiated in the same java instance. You will need to find out which jar file contains these classes that throw the exception below and remove them and place them at a common location so it is initialized just once. Joe From: Ravi rav...@cox.net To: arslist@ARSLIST.ORG Sent: Thursday, January 22, 2009 2:24:36 PM Subject: Remedy Java API: UnsatisfiedLinkError: com.bmc.arsys.api.Proxy.ARInitialization()J Hi: I am trying to create and run java applications from a server where Remedy is not installed. Scripts that run on perfectly fine on the remedy server donot seem to run on a server where remedy is not installed. I have copied all the jar files to $JAVA_HOME/lib directory. I can compile the script fine. But I get the following error when I try to run the script. I see a number of people reporting this error and none of solution seems to be helping me.. Exception in thread main java.lang.UnsatisfiedLinkError: com.bmc.arsys.api.Proxy.ARInitialization()J at com.bmc.arsys.api.Proxy.ARInitialization(Native Method) at com.bmc.arsys.api.Proxy.init(Unknown Source) at com.bmc.arsys.api.ProxyJRpcBase.init(Unknown Source) at com.bmc.arsys.api.ProxyJRpc.init(Unknown Source) at com.bmc.arsys.api.ProxyManager.createProxy(Unknown Source) at com.bmc.arsys.api.ProxyPool.get(Unknown Source) at com.bmc.arsys.api.PoolingProxyManager.getProxy(Unknown Source) at com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source) at checkRequest.main(checkRequest.java:26) Line 26 in the code is server.verifyUser(); Thanks -- Thank you, RaVi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Mid-Tier Browser Mac issue
Hi List, We have a Mac user who, upon visiting a link to an entry in a form via web browser, gets presented with a blank page. The same link will load without problem on Windows machines, but it seems that it won't load on a Mac. We've tried Safari and Firefox on a Mac in the office with the same result. I checked the compatibility matrix and see that Firefox is supported on Mac OS 10.1+ so I wanted to see if you had any thoughts. ARS ITSM 7.0.1 p003, MS SQL, Windows Server 2003. Thanks, -Matt Matthew C. Gayford Application Developer Remedy Administrator University of North Carolina Wilmington (910) 962-7177 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: ITSM 7: Incident Owner Set Based on Autoassignment Rule or Based on Submitter/Assignee Group?
Rabi, The ITSM 7.x Configuration Guide focuses on the support group assignment, so not much help until you notice the Assignment Events table where it explains the Incident Owner event. Then it is trial and error but not to bad. Regards, Chuck Baldi On Thu, Jan 22, 2009 at 1:21 PM, Rabi Tripathi ars_l...@yahoo.com wrote: Charles, A review of Incidents on my system supports your statement. Did I miss this statement anywhere in the manuals, or do you know this from experience/code review? Anyway, thank you. --- Charles Baldi charles.ba...@gmail.com wrote: The OOB workflow first checks to see if an assignment rule is in the CFG:Assignment form (Event=Incident Owner). If not, then it chooses a default based on the submitter/assigned group rules. Regards, Chuck Baldi On Thu, Jan 22, 2009 at 12:11 PM, Rabi Tripathi ars_l...@yahoo.com wrote: Hi, In ITSM 7, I can set autoassignment rules for Assignee group or Owner group of Incidents. (on CFG:Assignment form) However, for Owner Group, there is also a detailed statement in the User Guide about how the Owner Group is picked by the system based on what kind of group is submitting the Incident (with or without HelpDesk role) and what kind of group it is assigned to. ( See Incident 7.0 User Guide, Page 125 ) This statement in User Guide completely ignores the usual auto-assignment logic, and is in fact in direct conflict with it. So which logic is really used by ITMS 7 to pick an Owner Group on an Incident? In my system I see that the auto-assignment rule on CFG:Assignment form is used in almost all of the Incidents. A very few seem to have Owner Group set differently. In these, I am not sure if the statement above was applied or the user manually set the Owner Group. What the @#!$ fruit? Which logic is in effect? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Any one use 'Configure Service Target Data Source' for SLA's Helpdesk
Sorry for the silly question, but did you rebuild your Data Source after you added the field to HPD:Help Desk? Chuck On Thu, Jan 22, 2009 at 1:51 PM, Timothy Rondeau timothy.rond...@phaseforward.com wrote: Hi All, More sla questions. So I basically went through the docs again and found that on the 'Configure Service Target Data Source' for Helpdesk, under the MSP/Business Time tab you can put in a Field Containing Entity. I basically created a field and I add the Entity on the Incident. Now I want to pull it in. Because if the group that is assigned the Incident I want the SLA's to follow there time zone. This does not seem to work. I am wondering if anyone has used this setting and how they got this to work? My service target business entity is blank as per doc, this should then use the field from the Configure Service Target Data Source. We are running SLM 7.0.2 patch 4 on ARS 7.0.1 patch 2. Thanks Tim ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Mid-Tier Browser Mac issue
We saw this a lot a couple of years ago when testing 7.0.x ... one of the reasons we waited for 7.1. Since even 7.1 did not properly support Firefox and Safari on Macs until 7.1.00.002, I'm guessing that you need to be on a higher patch level of 7.0.01 on your mid-tier than 003 in order to see Mac web browsers working correctly - something released in at least the spring of 2008. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Gayford, Matthew C. Sent: Thursday, January 22, 2009 1:33 PM To: arslist@ARSLIST.ORG Subject: Mid-Tier Browser Mac issue ** Hi List, We have a Mac user who, upon visiting a link to an entry in a form via web browser, gets presented with a blank page. The same link will load without problem on Windows machines, but it seems that it won't load on a Mac. We've tried Safari and Firefox on a Mac in the office with the same result. I checked the compatibility matrix and see that Firefox is supported on Mac OS 10.1+ so I wanted to see if you had any thoughts. ARS ITSM 7.0.1 p003, MS SQL, Windows Server 2003. Thanks, -Matt Matthew C. Gayford Application Developer Remedy Administrator University of North Carolina Wilmington (910) 962-7177 __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Reconciliation IDs
Hello, I am having a bit of an issue. I have two datasets A and B. I use the Reconciliation Engine to merge attributes of these two to C. This works fine. However when i try to Reconcile C to the Gold Dataset it doesn't work as C already has a Reconciliation ID. Is there any way around this? Thanks, Sean -- View this message in context: http://n2.nabble.com/Reconciliation-IDs%E2%80%8F-tp2199691p2199691.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Reconciliation IDs
It should still work if you have written the job properly. If you need to you can do a modify all on the Base Element form and set the ReconcilliationIdentity to zero. -Original Message- From: Heanai seanhea...@hotmail.com To: arslist@ARSLIST.ORG Sent: Thu, 22 Jan 2009 2:38 pm Subject: Reconciliation IDs Hello, I am having a bit of an issue. I have two datasets A and B. I use the econciliation Engine to merge attributes of these two to C. This works ine. However when i try to Reconcile C to the Gold Dataset it doesn't work s C already has a Reconciliation ID. Is there any way around this? Thanks, ean - iew this message in context: http://n2.nabble.com/Reconciliation-IDs%E2%80%8F-tp2199691p2199691.html ent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ NSUBSCRIBE or access ARSlist Archives at www.arslist.org latinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Cisco Loadbalancing Keepalive Scripts
We are using a Cisco loadbalancer in front of our three application servers and we are trying to configure it with a script to determine some ok application response. We were considering writing an API script to login and return some message. Has anyone done this or have any better easier suggestions? We are running ARS 7.1 patch 5 Mike -- View this message in context: http://www.nabble.com/Cisco-Loadbalancing-Keepalive-Scripts-tp21612112p21612112.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: ITSM 7.0.3 Approval Server
Do you also have these people set up with a change permission - Change Submitter Read license or ?? If Not, that might be the problem. :) Candace -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf Sent: Thursday, January 22, 2009 8:29 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.0.3 Approval Server David, Our forms are out of the box as well as the workflow. Tauf Chowdhury Analyst, Service Management Office: 631.858.7765 Mobile:646.483.2779 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Easter, David Sent: Thursday, January 22, 2009 11:19 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.0.3 Approval Server That's generally true, James - but there is special code within AR System and ITSM that mitigates that requirement when using an ITSM out-of-the-box application. ITSM users do not need a write license to use approval server - a business benefit of using the BMC ITSM suite. However, your statement is correct for any non-ITSM (e.g. custom or home-grown) applications. In those cases, a write license is required for approval due to the section you pasted below. For the OP, the most common occurrence of this situation is when the original ITSM form is copied rather than modified or a new form is added. In other words, were you to create a new approval form, it may not be licensed properly as an ITSM application form. If that were the case, the special condition of the form being an out-of-the-box ITSM application form wouldn't be in force and the system would therefore require a write license to approve. So the first thing I would suggest would be to see whether that form is OOTB or whether it is a custom form or copy of the original. -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 jham36 Sent: Thursday, January 22, 2009 8:09 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.0.3 Approval Server In order to approve a change you will need to have a fixed or floating license. Read licenses only let you submit and modify only the entries that you have submitted. I do not think that this applies here. From the documentation: Within their assigned permissions, users with Read licenses can search for requests and display requests. In addition, administrators can configure the AR System server to enable users with Read licenses to do the following tasks: Submit requests Modify requests that they submitted The ability to allow those with Read licenses to submit requests allows you to reserve write licenses for users who need to modify requests that they did not submit. James On Jan 22, 10:49 am, Chowdhury, Tauf tauf.chowdh...@frx.com wrote: Hi everyone. Here's the issue. In our Change process, we have business users (end users with read license) who need to approve a change request. They should be able to go into the Approval Central and approve the request when they view the change and it displays the CHG:ChangeAPDetailSignature form. We do not allow guest users and all of our end users have a people record with a READ license. However, they get this error when they try to approve: You do not have write license (ARERR 8932) You do not have write access to field : Password (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : User ID (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : Individual/Group (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : Approval Status (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : zTempAuthPassword (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : z1D Impact Area Required (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : z1D CHG Rules ID (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : zTmpPassword (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : z1D Char05 (ARERR 330) You do not have write license (ARERR 8932) You do not have write access to field : z1D Integer01 (ARERR 330) I checked fields and Public is visible. I guess I want to have the same functionality as when an end user goes into the
ITSM individual assignment process by assigned group rather than by company?
Listers ~ my users have asked to have automated assignments enabled at the individual level. However, different assignment groups want different processes (some want number, others want round-robin). We are currently running single-tenancy, have automated assignments at the group level and have the assignment engine integration option in the Configure Incident Rules form set to No. Is there a way I can implement individual auto-assignment without heavy customization? Windows Server 2003 SQL Server 2005 7.1.00 Patch 002 AR Server MidTier Admin Client Service Desk - 7.0.03 Patch 006 Assignment Engine - 7.1.00 Laurie Muhlethaler First Republic Bank Remedy Developer / Administrator 415.364.4436 -- The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. This message cannot be guaranteed to be secure or error-free. First Republic Bank and its related entities do not take responsibility for, or accept time-sensitive instructions sent by email including orders, funds transfer instructions or stop payments on checks. All instructions of this nature must be handled by direct communication, not email. We reserve the right to monitor and review the content of all email communications sent or received. Emails sent to or from this address may be stored in accordance with regulatory requirements. First Republic Bank is a Division of Merrill Lynch Bank Trust Co., FSB ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Cisco Loadbalancing Keepalive Scripts
Mike, Load balancing softwares usually communicate with the port the application is using and if that port offers no response, it knows the service is down. So you do not really need to write any script. It should be availabe in the LB interface. I haven't had a look at the Cisco interface, but I would start looking there to see what tools are already available within the the box that could monitor that. Joe From: versicle versi...@aol.com To: arslist@ARSLIST.ORG Sent: Thursday, January 22, 2009 3:05:05 PM Subject: Cisco Loadbalancing Keepalive Scripts We are using a Cisco loadbalancer in front of our three application servers and we are trying to configure it with a script to determine some ok application response. We were considering writing an API script to login and return some message. Has anyone done this or have any better easier suggestions? We are running ARS 7.1 patch 5 Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Mid-Tier Browser Mac issue
Matt, Our XtremeAIR interface to ESS supports any browser, is hardware independent and resides on the user's desktop (no url's to remember and NO MID TIER required). Have you taken a look at what we offer? _ In case you are interested: Download Installation Instructions Step 1: Adobe AIR:Here is the link to install the Air software: http://get.adobe.com/air/ 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 http://www.buoyantsolutions.net/xtremeair/xtremeair.air http://get.adobe.com/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 Contact me off list if you would like to schedule a live demonstration. Regards...Gidd _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Gayford, Matthew C. Sent: Thursday, January 22, 2009 11:33 AM To: arslist@ARSLIST.ORG Subject: Mid-Tier Browser Mac issue ** Hi List, We have a Mac user who, upon visiting a link to an entry in a form via web browser, gets presented with a blank page. The same link will load without problem on Windows machines, but it seems that it won't load on a Mac. We've tried Safari and Firefox on a Mac in the office with the same result. I checked the compatibility matrix and see that Firefox is supported on Mac OS 10.1+ so I wanted to see if you had any thoughts. ARS ITSM 7.0.1 p003, MS SQL, Windows Server 2003. Thanks, -Matt Matthew C. Gayford Application Developer Remedy Administrator University of North Carolina Wilmington (910) 962-7177 __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Any one use 'Configure Service Target Data Source' for SLA's Helpdesk
Yes. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Charles Baldi Sent: Thursday, January 22, 2009 2:44 PM To: arslist@ARSLIST.ORG Subject: Re: Any one use 'Configure Service Target Data Source' for SLA's Helpdesk ** Sorry for the silly question, but did you rebuild your Data Source after you added the field to HPD:Help Desk? Chuck On Thu, Jan 22, 2009 at 1:51 PM, Timothy Rondeau timothy.rond...@phaseforward.commailto:timothy.rond...@phaseforward.com wrote: Hi All, More sla questions. So I basically went through the docs again and found that on the 'Configure Service Target Data Source' for Helpdesk, under the MSP/Business Time tab you can put in a Field Containing Entity. I basically created a field and I add the Entity on the Incident. Now I want to pull it in. Because if the group that is assigned the Incident I want the SLA's to follow there time zone. This does not seem to work. I am wondering if anyone has used this setting and how they got this to work? My service target business entity is blank as per doc, this should then use the field from the Configure Service Target Data Source. We are running SLM 7.0.2 patch 4 on ARS 7.0.1 patch 2. Thanks Tim ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org/ Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: ITSM individual assignment process by assigned group rather than by company?
Hi Laurie, In the User tool, if you search for the form Assignment Engine Administration, this is where you can set it all up. Also, the pdf, Configuration, is a good place to see how to set it up. Greg Donalson Schlumberger Desk - 713-513-2331 Cell - 281-515-6538 _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Muhlethaler, Laurie Sent: Thursday, January 22, 2009 2:09 PM To: arslist@ARSLIST.ORG Subject: ITSM individual assignment process by assigned group rather than by company? ** Listers ~ my users have asked to have automated assignments enabled at the individual level. However, different assignment groups want different processes (some want number, others want round-robin). We are currently running single-tenancy, have automated assignments at the group level and have the assignment engine integration option in the Configure Incident Rules form set to No. Is there a way I can implement individual auto-assignment without heavy customization? Windows Server 2003 SQL Server 2005 7.1.00 Patch 002 AR Server MidTier Admin Client Service Desk - 7.0.03 Patch 006 Assignment Engine - 7.1.00 Laurie Muhlethaler First Republic Bank Remedy Developer / Administrator 415.364.4436 [First Republic Bank logo] http://logos.firstrepublic.com/FRB.jpg _ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. This message cannot be guaranteed to be secure or error-free. First Republic Bank and its related entities do not take responsibility for, or accept time-sensitive instructions sent by email including orders, funds transfer instructions or stop payments on checks. All instructions of this nature must be handled by direct communication, not email. We reserve the right to monitor and review the content of all email communications sent or received. Emails sent to or from this address may be stored in accordance with regulatory requirements. First Republic Bank is a Division of Merrill Lynch Bank Trust Co., FSB __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: ITSM individual assignment process by assigned group rather than by company?
Poll your customers to see if there is one solution that stands out above the rest, implement it, and tell the others that it's a Best Practice solution. :P Darrell Reading Systems Engineer Phone 479.204.5739 dere...@wal-mart.com Wal-Mart Stores, Inc. 805 Moberly Lane, MS-0560-68 Bentonville, AR 72716 Save Money. Live Better From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Muhlethaler, Laurie Sent: Thursday, January 22, 2009 14:09 To: arslist@ARSLIST.ORG Subject: ITSM individual assignment process by assigned group rather than by company? ** Listers ~ my users have asked to have automated assignments enabled at the individual level. However, different assignment groups want different processes (some want number, others want round-robin). We are currently running single-tenancy, have automated assignments at the group level and have the assignment engine integration option in the Configure Incident Rules form set to No. Is there a way I can implement individual auto-assignment without heavy customization? Windows Server 2003 SQL Server 2005 7.1.00 Patch 002 AR Server MidTier Admin Client Service Desk - 7.0.03 Patch 006 Assignment Engine - 7.1.00 Laurie Muhlethaler First Republic Bank Remedy Developer / Administrator 415.364.4436 [First Republic Bank logo]http://logos.firstrepublic.com/FRB.jpg The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. This message cannot be guaranteed to be secure or error-free. First Republic Bank and its related entities do not take responsibility for, or accept time-sensitive instructions sent by email including orders, funds transfer instructions or stop payments on checks. All instructions of this nature must be handled by direct communication, not email. We reserve the right to monitor and review the content of all email communications sent or received. Emails sent to or from this address may be stored in accordance with regulatory requirements. First Republic Bank is a Division of Merrill Lynch Bank Trust Co., FSB __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ - ** This email and any files transmitted with it are confidential and intended solely for the individual or entity to whom they are addressed. If you have received this email in error destroy it immediately. ** Wal-Mart Confidential ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: ITSM individual assignment process by assigned group rather than by company?
LOL. Actually already tried that several months ago -- they weren't going for it!! On Thu, 22 Jan 2009 14:36:11 -0600, Darrell Reading darrell.reading...@wal- MART.COM wrote: Poll your customers to see if there is one solution that stands out above the rest, implement it, and tell the others that it's a Best Practice solution. :P Darrell Reading Systems Engineer Phone 479.204.5739 dere...@wal-mart.com Wal-Mart Stores, Inc. 805 Moberly Lane, MS-0560-68 Bentonville, AR 72716 Save Money. Live Better From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Muhlethaler, Laurie Sent: Thursday, January 22, 2009 14:09 To: arslist@ARSLIST.ORG Subject: ITSM individual assignment process by assigned group rather than by company? ** Listers ~ my users have asked to have automated assignments enabled at the individual level. However, different assignment groups want different processes (some want number, others want round-robin). We are currently running single-tenancy, have automated assignments at the group level and have the assignment engine integration option in the Configure Incident Rules form set to No. Is there a way I can implement individual auto-assignment without heavy customization? Windows Server 2003 SQL Server 2005 7.1.00 Patch 002 AR Server MidTier Admin Client Service Desk - 7.0.03 Patch 006 Assignment Engine - 7.1.00 Laurie Muhlethaler First Republic Bank Remedy Developer / Administrator 415.364.4436 [First Republic Bank logo]http://logos.firstrepublic.com/FRB.jpg The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. This message cannot be guaranteed to be secure or error-free. First Republic Bank and its related entities do not take responsibility for, or accept time-sensitive instructions sent by email including orders, funds transfer instructions or stop payments on checks. All instructions of this nature must be handled by direct communication, not email. We reserve the right to monitor and review the content of all email communications sent or received. Emails sent to or from this address may be stored in accordance with regulatory requirements. First Republic Bank is a Division of Merrill Lynch Bank Trust Co., FSB __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ - ** This email and any files transmitted with it are confidential and intended solely for the individual or entity to whom they are addressed. If you have received this email in error destroy it immediately. ** Wal-Mart Confidential ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: ITSM individual assignment process by assigned group rather than by company?
EXACTLY what I was looking for (gave up after looking through some other pdf's)! Thank you for pointing me in the right direction, Greg! On Thu, 22 Jan 2009 14:30:15 -0600, Greg Donalson cdonal...@houston.oilfield.slb.com wrote: Hi Laurie, In the User tool, if you search for the form Assignment Engine Administration, this is where you can set it all up. Also, the pdf, Configuration, is a good place to see how to set it up. Greg Donalson Schlumberger Desk - 713-513-2331 Cell - 281-515-6538 _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Muhlethaler, Laurie Sent: Thursday, January 22, 2009 2:09 PM To: arslist@ARSLIST.ORG Subject: ITSM individual assignment process by assigned group rather than by company? ** Listers ~ my users have asked to have automated assignments enabled at the individual level. However, different assignment groups want different processes (some want number, others want round-robin). We are currently running single-tenancy, have automated assignments at the group level and have the assignment engine integration option in the Configure Incident Rules form set to No. Is there a way I can implement individual auto-assignment without heavy customization? Windows Server 2003 SQL Server 2005 7.1.00 Patch 002 AR Server MidTier Admin Client Service Desk - 7.0.03 Patch 006 Assignment Engine - 7.1.00 Laurie Muhlethaler First Republic Bank Remedy Developer / Administrator 415.364.4436 [First Republic Bank logo] http://logos.firstrepublic.com/FRB.jpg _ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. This message cannot be guaranteed to be secure or error-free. First Republic Bank and its related entities do not take responsibility for, or accept time-sensitive instructions sent by email including orders, funds transfer instructions or stop payments on checks. All instructions of this nature must be handled by direct communication, not email. We reserve the right to monitor and review the content of all email communications sent or received. Emails sent to or from this address may be stored in accordance with regulatory requirements. First Republic Bank is a Division of Merrill Lynch Bank Trust Co., FSB __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are -- The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. This message cannot be guaranteed to be secure or error-free. First Republic Bank and its related entities do not take responsibility for, or accept time-sensitive instructions sent by email including orders, funds transfer instructions or stop payments on checks. All instructions of this nature must be handled by direct communication, not email. We reserve the right to monitor and review the content of all email communications sent or received. Emails sent to or from this address may be stored in accordance with regulatory requirements. First Republic Bank is a Division of Merrill Lynch Bank Trust Co., FSB ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: best method to hide attributes in a cmdb class
Actually, Sri has it right. The CMDB console is not really an appropriate place to be working with CIs in general except for under special circumstances. In general, you should have users creating and updating CIs using the Asset Management forms - it's a much better front end and can be customized. You should not be customizing the CMDB forms as they are system generated. You can, however, customize the Asset Management forms as much as you'd like with the caveat that once you do that, patches become more difficult to apply. I think a good rule of thumb is that users use the Asset Management forms, and you only work directly with the CMDB forms when creating/updating CIs via integrations or when you can't do what you need with the Asset Management forms. For example, running certain queries on the CMDB can be easier from the CMDB console, but most end users should not need to do that. That would be more limited to administrators and maybe your configuration manager. Lyle Taylor From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of SriVamsi Patchipulusu Sent: Wednesday, January 21, 2009 6:50 PM To: arslist@ARSLIST.ORG Subject: Re: best method to hide attributes in a cmdb class ** Hi Srinivas, Thanks for replying. The end users I meant are CMDB users that would be working on CMDB CIs. i.e., creating/updating CIs via cmdb console. Not the asset users. Thanks, Vamsi On Wed, Jan 21, 2009 at 5:36 PM, srinivas madhurakavi kavi1...@gmail.commailto:kavi1...@gmail.com wrote: ** Sri, If I understand your requirement correctly, these are endusers who do not want to see some attributes on one or more classes. So your starting form would be (to take the same example: Computer System Class) AST: ComputerSystem. Since AST: ComputerSystem form is a self join of BMC_ComputerSystem with BMC_computerSystem which acts as a regular form you could either 1) Hide the attributes on AST:ComputerSystem form from admin tool or 2) Accomplish it via workflow As far as I could tell, the best choice of the above two options depends on the number of attributes you want to hide combined with their inheritance property (if any). My 2 cents, -Srinivas On Wed, Jan 21, 2009 at 6:41 PM, SriVamsi Patchipulusu vamsi.pshttp://vamsi.ps@gmail.comhttp://gmail.com wrote: ** All, I have a requirement from end users that they dont want to see some fields in the cmdb class(Ex:BMC_ComputerSystem). First I thougt of going to CMDB Class Manager, select the class, view attributes and change the property hidden No to Yes. But I can access this property only for the fields that are from BMC_ComputerSystem_ only. Any fields that are inherited from BMC_BaseElement, that option is disabled. Now what are the options available to hide those fields that are inherited from BMC_System onto BMC_ComputerSystem class ? 1. Directly hide it from admin tool. -- But I dont think this is an option because it wont update the meta data, changes will be deleted next the class is modifed from class manager. 2. Write an activelink to hide those fields on form open. 3.Create a new page hiddent page tab in that class and move the fields to that new tab? -- Can we do it because there is no option to create a page Tab from cmdb class manager? Thanks in advance. __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Reconciliation IDs
Why are you merging A and B into C and then C into Gold rather than merging A and B (and perhaps C depending on whether it has any of its own data) directly into Gold? Which version of the CMDB are you using? If you're on version 2 or higher, it keeps track of which dataset each attribute came from, so it still applies all of your precedence rules regardless of what order you merge the different datasets into Gold. Lyle Taylor -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Heanai Sent: Thursday, January 22, 2009 12:39 PM To: arslist@ARSLIST.ORG Subject: Reconciliation IDs Hello, I am having a bit of an issue. I have two datasets A and B. I use the Reconciliation Engine to merge attributes of these two to C. This works fine. However when i try to Reconcile C to the Gold Dataset it doesn't work as C already has a Reconciliation ID. Is there any way around this? Thanks, Sean -- View this message in context: http://n2.nabble.com/Reconciliation-IDs%E2%80%8F-tp2199691p2199691.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Remedy Java API: UnsatisfiedLinkError: com.bmc.arsys.api.Proxy.ARInitialization()J
This is caused by not having the native libraries on your path. When the JVM can't find native libraries you get java.lang.UnsatisfiedLinkError. Make sure that the following DLL's are in your $PATH if you are using windows: cid:part1.05080203.07080703@bmc.comarapi71.dll arjni71.dll arrpc71.dll arutl71.dll arutljni71.dll icudt32.dll isuinbmc32.dll icubmc3232.dll Of course, if you are on Unix, then make sure that the LD_LIBRARY_PATH includes the location of the equivalent libraries. Calman Joe DeSouza wrote: ** I think this may be because that you might be having two jar files having the same classes being initiated in the same java instance. You will need to find out which jar file contains these classes that throw the exception below and remove them and place them at a common location so it is initialized just once. Joe *From:* Ravi rav...@cox.net *To:* arslist@ARSLIST.ORG *Sent:* Thursday, January 22, 2009 2:24:36 PM *Subject:* Remedy Java API: UnsatisfiedLinkError: com.bmc.arsys.api.Proxy.ARInitialization()J Hi: I am trying to create and run java applications from a server where Remedy is not installed. Scripts that run on perfectly fine on the remedy server donot seem to run on a server where remedy is not installed. I have copied all the jar files to $JAVA_HOME/lib directory. I can compile the script fine. But I get the following error when I try to run the script. I see a number of people reporting this error and none of solution seems to be helping me.. Exception in thread main java.lang.UnsatisfiedLinkError: com.bmc.arsys.api.Proxy.ARInitialization()J at com.bmc.arsys.api.Proxy.ARInitialization(Native Method) at com.bmc.arsys.api.Proxy.init(Unknown Source) at com.bmc.arsys.api.ProxyJRpcBase.init(Unknown Source) at com.bmc.arsys.api.ProxyJRpc.init(Unknown Source) at com.bmc.arsys.api.ProxyManager.createProxy(Unknown Source) at com.bmc.arsys.api.ProxyPool.get(Unknown Source) at com.bmc.arsys.api.PoolingProxyManager.getProxy(Unknown Source) at com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source) at checkRequest.main(checkRequest.java:26) Line 26 in the code is server.verifyUser(); Thanks -- Thank you, RaVi __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Mid-Tier Browser Mac issue
Matt, I've experienced the same problem. Typically with Firefox and not Safari. I do not have a good answer as on how to resolve the issue but I have had limited success by cleaning up the form (removing the old Web type views, removing unnecessary views) with very limited success. One other suggesting is to use Safari in developer mode and select IE 6.x. Good luck and please respond back if you find a resolution. Typically one browser or the other has worked for me. Russ Date: Thu, 22 Jan 2009 14:33:27 -0500 From: gayfo...@uncw.edu Subject: Mid-Tier Browser Mac issue To: arslist@ARSLIST.ORG ** Hi List, We have a Mac user who, upon visiting a link to an entry in a form via web browser, gets presented with a blank page. The same link will load without problem on Windows machines, but it seems that it won’t load on a Mac. We’ve tried Safari and Firefox on a Mac in the office with the same result. I checked the compatibility matrix and see that Firefox is supported on Mac OS 10.1+ so I wanted to see if you had any thoughts. ARS ITSM 7.0.1 p003, MS SQL, Windows Server 2003. Thanks, -Matt Matthew C. Gayford Application Developer Remedy Administrator University of North Carolina Wilmington (910) 962-7177 __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
LOB Space Reclaim Procedure Issue
Hi List, As per a BMC supplied white paper document to reclaim space, we moved LOBs from Out of Row to In Row which we gained space about 19GB out of 32GB in ARSystem tablespace. After initial testings, the following results were observed Table Name LOB Name Operation Initial Size (MB) Final Size (MB) B876C18004 C18004 Insert 5000 rows 288 288 B876C18004 C18004 Delete 5000 rows 288 288 B876C18004 C18004 Insert 5000 rows 288 360 This shows that Oracle has not re-used the Deleted space during the 2nd Insert. Has anyone encountered a similar problem and know of a resolution. Any help would be greatly appreciated!!! We are running on Oracle Database 10g Release 10.2.0.2.0 - 64bit version on Sun Solaris Version 10, 64 bit Platform. Thank you in advance, Duy Do Broadcast Australia ** IMPORTANT NOTICE This email and any attachments may be confidential and/or privileged, in which case neither is intended to be waived. If received in error, please contact us and delete all copies. Before opening or using attachments, check them for viruses and defects. Our liability is limited to resupplying any affected attachments. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: LOB Space Reclaim Procedure Issue
Duy, I remember our Oracle DBA saying something about running a job that actually releases the data. So even if you delete rows, the space isn't freed up until some job is run. Obviously this isn't a solution but hopefully it points you in the right direction. Tauf Chowdhury Analyst, Service Management Office: 631.858.7765 Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Duy Do Sent: Thursday, January 22, 2009 5:49 PM To: arslist@ARSLIST.ORG Subject: LOB Space Reclaim Procedure Issue ** Hi List, As per a BMC supplied white paper document to reclaim space, we moved LOBs from Out of Row to In Row which we gained space about 19GB out of 32GB in ARSystem tablespace. After initial testings, the following results were observed Table Name LOB Name Operation Initial Size (MB) Final Size (MB) B876C18004 C18004 Insert 5000 rows 288 288 B876C18004 C18004 Delete 5000 rows 288 288 B876C18004 C18004 Insert 5000 rows 288 360 This shows that Oracle has not re-used the Deleted space during the 2nd Insert. Has anyone encountered a similar problem and know of a resolution. Any help would be greatly appreciated!!! We are running on Oracle Database 10g Release 10.2.0.2.0 - 64bit version on Sun Solaris Version 10, 64 bit Platform. Thank you in advance, Duy Do Broadcast Australia *** IMPORTANT NOTICE This email and any attachments may be confidential and/or privileged, in which case neither is intended to be waived. If received in error, please contact us and delete all copies. Before opening or using attachments, check them for viruses and defects. Our liability is limited to resupplying any affected attachments. __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Reconciliation IDsâ
When you say it doesn't work what exactly is happening, or not happening? If you are trying to merge a CI from C to golden where they have different recon ids then that will never work. It should still work if you have written the job properly. If you need to you can do a modify all on the Base Element form and set the ReconcilliationIdentity to zero. -Original Message- From: Heanai seanhea...@hotmail.com To: arslist@ARSLIST.ORG Sent: Thu, 22 Jan 2009 2:38 pm Subject: Reconciliation IDsâ Hello, I am having a bit of an issue. I have two datasets A and B. I use the econciliation Engine to merge attributes of these two to C. This works ine. However when i try to Reconcile C to the Gold Dataset it doesn't work s C already has a Reconciliation ID. Is there any way around this? Thanks, ean - iew this message in context: http://n2.nabble.com/Reconciliation-IDs%E2%80%8F-tp2199691p2199691.html ent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ NSUBSCRIBE or access ARSlist Archives at www.arslist.org latinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Reconciliation IDsþ
BMC best practice is to merge multiple CI sources into a staging dataset before merging into production. This allows you to keep the recon rules creating the best-of-the-best imported data separate from the business recon rules you use to update your golden dataset. It also makes it easier to add new data sources as you don't need to include the golden dataset in each of the individual import recon rules. Of course, it increases the number of CIs but I think that's a price worth paying to keep things manageable. Why are you merging A and B into C and then C into Gold rather than merging A and B (and perhaps C depending on whether it has any of its own data) directly into Gold? Which version of the CMDB are you using? If you're on version 2 or higher, it keeps track of which dataset each attribute came from, so it still applies all of your precedence rules regardless of what order you merge the different datasets into Gold. Lyle Taylor -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Heanai Sent: Thursday, January 22, 2009 12:39 PM To: arslist@ARSLIST.ORG Subject: Reconciliation IDsþ Hello, I am having a bit of an issue. I have two datasets A and B. I use the Reconciliation Engine to merge attributes of these two to C. This works fine. However when i try to Reconcile C to the Gold Dataset it doesn't work as C already has a Reconciliation ID. Is there any way around this? Thanks, Sean -- View this message in context: http://n2.nabble.com/Reconciliation-IDs%E2%80%8F-tp2199691p2199691.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Reconciliation IDsþ
From what I recall from training, that was a best practice before CMDB 2. They recommended NOT doing that in CMDB 2 training for performance reasons. Otherwise, I'm not sure I see a point in creating separate rules for determine the best-of-the-best and then having another set of rules for reconciling into Gold. It keeps track of where it gets each attribute from, so there's no need to have another reconciliation job to determine which one is best, because it will simply use the best one as defined by your precedence rules either way. Concerning your last point, perhaps I haven't done enough recon work, but it seems you're either going to have to add your staging dataset to the recon rules for your new data source, or you're going to add your Gold dataset. That seems like a wash either way. Then again, perhaps I'm just missing something. Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Peter Romain Sent: Thursday, January 22, 2009 4:19 PM To: arslist@ARSLIST.ORG Subject: Re: Reconciliation IDsþ BMC best practice is to merge multiple CI sources into a staging dataset before merging into production. This allows you to keep the recon rules creating the best-of-the-best imported data separate from the business recon rules you use to update your golden dataset. It also makes it easier to add new data sources as you don't need to include the golden dataset in each of the individual import recon rules. Of course, it increases the number of CIs but I think that's a price worth paying to keep things manageable. Why are you merging A and B into C and then C into Gold rather than merging A and B (and perhaps C depending on whether it has any of its own data) directly into Gold? Which version of the CMDB are you using? If you're on version 2 or higher, it keeps track of which dataset each attribute came from, so it still applies all of your precedence rules regardless of what order you merge the different datasets into Gold. Lyle Taylor -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Heanai Sent: Thursday, January 22, 2009 12:39 PM To: arslist@ARSLIST.ORG Subject: Reconciliation IDsþ Hello, I am having a bit of an issue. I have two datasets A and B. I use the Reconciliation Engine to merge attributes of these two to C. This works fine. However when i try to Reconcile C to the Gold Dataset it doesn't work as C already has a Reconciliation ID. Is there any way around this? Thanks, Sean -- View this message in context: http://n2.nabble.com/Reconciliation-IDs%E2%80%8F-tp2199691p2199691.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Reconciliation IDsâ
Yaa C already has a Recon ID after the record was created from A and B. You said in another post that BMC recommended this as a Best Practise, how would they have intended this to work then? Thanks, Sean P Romain ARSlist wrote: When you say it doesn't work what exactly is happening, or not happening? If you are trying to merge a CI from C to golden where they have different recon ids then that will never work. It should still work if you have written the job properly. If you need to you can do a modify all on the Base Element form and set the ReconcilliationIdentity to zero. -Original Message- From: Heanai seanhea...@hotmail.com To: arslist@ARSLIST.ORG Sent: Thu, 22 Jan 2009 2:38 pm Subject: Reconciliation IDsâ Hello, I am having a bit of an issue. I have two datasets A and B. I use the econciliation Engine to merge attributes of these two to C. This works ine. However when i try to Reconcile C to the Gold Dataset it doesn't work s C already has a Reconciliation ID. Is there any way around this? Thanks, ean - iew this message in context: http://n2.nabble.com/Reconciliation-IDs%E2%80%8F-tp2199691p2199691.html ent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ NSUBSCRIBE or access ARSlist Archives at www.arslist.org latinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are -- View this message in context: http://n2.nabble.com/Reconciliation-IDs%E2%80%8F-tp2199691p2201637.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Reconciliation IDsâ
Sorry i didnt answer your question fully. What is happening is that instead of updating the record in GOLD it is creating a new record. I never want to create a new record in Gold, i just want to update whats there, if it doesnt exist in Gold then i dont want to merge the record. If you said that it was a best practise to create a Staging dataset and merge to Gold how would this be possible as the staging dataset would always have a Recon ID? I really appreciate the help, Thanks, Sean P Romain ARSlist wrote: When you say it doesn't work what exactly is happening, or not happening? If you are trying to merge a CI from C to golden where they have different recon ids then that will never work. It should still work if you have written the job properly. If you need to you can do a modify all on the Base Element form and set the ReconcilliationIdentity to zero. -Original Message- From: Heanai seanhea...@hotmail.com To: arslist@ARSLIST.ORG Sent: Thu, 22 Jan 2009 2:38 pm Subject: Reconciliation IDsâ Hello, I am having a bit of an issue. I have two datasets A and B. I use the econciliation Engine to merge attributes of these two to C. This works ine. However when i try to Reconcile C to the Gold Dataset it doesn't work s C already has a Reconciliation ID. Is there any way around this? Thanks, ean - iew this message in context: http://n2.nabble.com/Reconciliation-IDs%E2%80%8F-tp2199691p2199691.html ent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ NSUBSCRIBE or access ARSlist Archives at www.arslist.org latinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are -- View this message in context: http://n2.nabble.com/Reconciliation-IDs%E2%80%8F-tp2199691p2201649.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: cmdb2.x import templates
The recommended way is use BMC Atrium Integration Engine (AIE) for this purpose. AIE 7.1 has CSV file adapter and would be the easiest and scalable way to load data into CMDB. The mappings you would create could be used for any future transfer. Also AIE could be used to create relationships between these CIs. Please make sure that you are using AIE with latest patches as some issues with CSV file adapter were fixed in patches. Thanks Anand Ahire, Senior Product Manager, BMC Software, From: Jason Niu [mailto:thevis...@optonline.net] Sent: Wednesday, December 24, 2008 9:54 AM Subject: cmdb2.x import templates ** Hi there, I am trying to create some excel templates, so that I can import cmdb data in CSV file into CMDB. What is the best way to generate the templates? Or what is your approach to this? I am concerning there are too many fields in each cmdb Class and also there are over 10 classes I may need to use. Happy Holidays to all who are working today!! Thanks, Jason Niu - Know what you want and be focused. - Jason __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
