Re: AIE Issues

[Matt Worsdell]

Yes you can install on another box. it won't affect the existing instance
but will create new ones named differently.

Matt


> Hello Friends,
>
> We have an ARS Server installed on Solaris and we want to fetch third
> party
> data using AIE.
> I've already installed AIE on the same machine (Solaris) but there is no
> SQL
> Adapter for this platform.
> I want to know,
> for SQL Adapter do I need to install the AIE from the machine (ex. HRSQL)
> choosing the same AR Server?
> And how it will affect the previous installation and the instances?
>
> Thanks & Regards,
> Vinit
>
> -
> Thanks & Regards,
> Vinit
> --
> View this message in context:
> http://www.nabble.com/AIE-Issues-tp22324640p22324640.html
> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
>
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>

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Re: Suggestions wanted for backing up....

[Webster, Basil]

Hi Richard,

 

We have a similar situation. I have no idea of how Tivoli operates but
we are using a network backup product called NetBackup. Having had the
unfortunate experience of having to recover from a hardware failure, I
got the bad news that the backup guys could not "create" a server in the
state of the last successful backup, they could only dump data contained
in the directories. So I had to do a full OS install with all the apps
etc and them took specific data contained in the backups and used it,
like the AR licensing, config etc. This took me nearly a week. To say
that the business was not happy would be an understatement.

 

There are a few virtual products availabe, we are now moving to the
VMWare environment. This now brings along the possibilities of snap
shots. This means that if your vm server instance dies, using the snap
shot you basically have an image of it and it can be used to rebuild the
exact server as it was (at the time of the snap shot). Having a snap
shot is great but I believe that it requires the same space allocation
that the original server has. This is where I am having a battle with my
server guys.

 

You could also look at server groups. Having more than one app server
under a load balancer would allow you to operate on the balance of the
servers if one was to become inoperable. It's a cash thing though.

 

I have put the ball back in the businesses court requesting that they
need to determine the max downtime of a critical service and then based
on that, what are they prepared to pay to make it possible, or pay in
penalties. 

 

 

Kind Regards,

Basil Webster

Remedy Developer


Siemens Southern Africa

IT Solutions and Services (Pty) Ltd

Infrastructure Operations

300 Janadel Avenue, Halfway House, 1685

T : +27 11 652 7523
F : +27 86 506 2883
M : +27 82 452 9389
basil.webs...@siemens.com  
www.siemens.co.za



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Richard Copits
Sent: 03 March 2009 20:13
To: arslist@ARSLIST.ORG
Subject: Suggestions wanted for backing up

 

We are in the final stages of getting our Remedy 7.1 ITSM application
ready to go to production status. We have an application server, a

Web server and a Database server. The application and web servers are on
virtual servers.  We currently use Tivoli to do backups of the

Other servers that we have. I'd like to see if we can use Tivoli to
backup our Remedy system but I'm not sure of just "what" needs to

Be backed up on the app and web servers. The SQL database is backed up
by the database group so that's no worry. However, I want

To be sure that I get what needs to be backed up for the app and web
servers to be recoverable. I don't want to spend another two or

Three days rebuilding everything if the MS server that hosts the vm's
goes down. So, what should I be backing up? Best practices? Are

There any good documents I should be reading to make the systems
reasonably easy to recover? Thank you!!


Portions of this message may be confidential under an exemption to
Ohio's public records law or under a legal privilege. If you have
received this message in error or due to an unauthorized transmission or
interception, please delete all copies from your system without
disclosing, copying, or transmitting this message.

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unless the context clearly indicates otherwise, the property of Siemens 
Limited. 
It is confidential, private and intended for the addressee only. 
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you are hereby notified that any review, copying, use, discloser or 
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error and delete the e-mail and any copies of it.
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howsoever incurred or suffered resulting or arising from 
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Re: Suggestions wanted for backing up....

[Ali Musa]

My advice for you to do REMEDY recovery to do the following


 1.  Use REMEDY Migrator
 2.  Use traditional process of backup
*   Backup Definitions each in a single .def file (i.e. forms, 
active-links, filter, etc )
*   Backup Data using third-party utilities such as (fast-Export) to do 
Copy-from-schema to identical schema.


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Webster, Basil
Sent: Wednesday, March 04, 2009 12:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Suggestions wanted for backing up

Hi Richard,

We have a similar situation. I have no idea of how Tivoli operates but we are 
using a network backup product called NetBackup. Having had the unfortunate 
experience of having to recover from a hardware failure, I got the bad news 
that the backup guys could not "create" a server in the state of the last 
successful backup, they could only dump data contained in the directories. So I 
had to do a full OS install with all the apps etc and them took specific data 
contained in the backups and used it, like the AR licensing, config etc. This 
took me nearly a week. To say that the business was not happy would be an 
understatement.

There are a few virtual products availabe, we are now moving to the VMWare 
environment. This now brings along the possibilities of snap shots. This means 
that if your vm server instance dies, using the snap shot you basically have an 
image of it and it can be used to rebuild the exact server as it was (at the 
time of the snap shot). Having a snap shot is great but I believe that it 
requires the same space allocation that the original server has. This is where 
I am having a battle with my server guys.

You could also look at server groups. Having more than one app server under a 
load balancer would allow you to operate on the balance of the servers if one 
was to become inoperable. It's a cash thing though.

I have put the ball back in the businesses court requesting that they need to 
determine the max downtime of a critical service and then based on that, what 
are they prepared to pay to make it possible, or pay in penalties.


Kind Regards,
Basil Webster
Remedy Developer

Siemens Southern Africa
IT Solutions and Services (Pty) Ltd
Infrastructure Operations
300 Janadel Avenue, Halfway House, 1685
T : +27 11 652 7523
F : +27 86 506 2883
M : +27 82 452 9389
basil.webs...@siemens.com
www.siemens.co.za

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Richard Copits
Sent: 03 March 2009 20:13
To: arslist@ARSLIST.ORG
Subject: Suggestions wanted for backing up

We are in the final stages of getting our Remedy 7.1 ITSM application ready to 
go to production status. We have an application server, a
Web server and a Database server. The application and web servers are on 
virtual servers.  We currently use Tivoli to do backups of the
Other servers that we have. I'd like to see if we can use Tivoli to backup our 
Remedy system but I'm not sure of just "what" needs to
Be backed up on the app and web servers. The SQL database is backed up by the 
database group so that's no worry. However, I want
To be sure that I get what needs to be backed up for the app and web servers to 
be recoverable. I don't want to spend another two or
Three days rebuilding everything if the MS server that hosts the vm's goes 
down. So, what should I be backing up? Best practices? Are
There any good documents I should be reading to make the systems reasonably 
easy to recover? Thank you!!

Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message.


Disclaimer and Confidentiality Note

This e-mail communication, its attachments, if any, and any rights attaching to 
it are, unless the context clearly indicates otherwise, the property of Siemens 
Limited. It is confidential, private and intended for the addressee only. If 
you are not the intended recipient and receive this communication in error, you 
are hereby notified that any review, copying, use, discloser or distribution in 
any manner whatsoever is strictly prohibited. Please notify the sender 
immediately that you have received this e-mail in error and delete the e-mail 
and any copies of it. Views and opinions expressed in this e-mail are those of 
the sender unless clearly stated as those of Siemens Limited. Siemens Limited 
accepts no liability for any loss or damage whatsoever, and howsoever incurred 
or suffered resulting or arising from the use of this e-mail communication 
and/or it

Re: Suggestions wanted for backing up....

[Sebastiaan de Man]

Hi,

Since your Application and Webserver are on VMWare I would do a snapshot of
the whole machine. If you're on VM ESX server it has some options for that.
The best would be to ask your VMWare administrators.

Cheers,

Sebastiaan de Man

2009/3/4 Ali Musa 

> **
>
> My advice for you to do REMEDY recovery to do the following
>
>
>
>1. Use REMEDY Migrator
>2. Use traditional process of backup
>   - Backup Definitions each in a single .def file (i.e. forms,
>   active-links, filter, etc )
>   - Backup Data using third-party utilities such as (fast-Export) to
>   do Copy-from-schema to identical schema.
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Webster, Basil
> *Sent:* Wednesday, March 04, 2009 12:19 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Suggestions wanted for backing up
>
>
>
> Hi Richard,
>
>
>
> We have a similar situation. I have no idea of how Tivoli operates but we
> are using a network backup product called NetBackup. Having had the
> unfortunate experience of having to recover from a hardware failure, I got
> the bad news that the backup guys could not “create” a server in the state
> of the last successful backup, they could only dump data contained in the
> directories. So I had to do a full OS install with all the apps etc and them
> took specific data contained in the backups and used it, like the AR
> licensing, config etc. This took me nearly a week. To say that the business
> was not happy would be an understatement.
>
>
>
> There are a few virtual products availabe, we are now moving to the VMWare
> environment. This now brings along the possibilities of snap shots. This
> means that if your vm server instance dies, using the snap shot you
> basically have an image of it and it can be used to rebuild the exact server
> as it was (at the time of the snap shot). Having a snap shot is great but I
> believe that it requires the same space allocation that the original server
> has. This is where I am having a battle with my server guys.
>
>
>
> You could also look at server groups. Having more than one app server under
> a load balancer would allow you to operate on the balance of the servers if
> one was to become inoperable. It’s a cash thing though.
>
>
>
> I have put the ball back in the businesses court requesting that they need
> to determine the max downtime of a critical service and then based on that,
> what are they prepared to pay to make it possible, or pay in penalties.
>
>
>
>
>
> Kind Regards,
>
> Basil Webster
>
> Remedy Developer
>
>
> Siemens Southern Africa
>
> IT Solutions and Services (Pty) Ltd
>
> Infrastructure Operations
>
> 300 Janadel Avenue, Halfway House, 1685
>
> T : +27 11 652 7523
> F : +27 86 506 2883
> M : +27 82 452 9389
> basil.webs...@siemens.com
> *www.siemens.co.za*
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Richard Copits
> *Sent:* 03 March 2009 20:13
> *To:* arslist@ARSLIST.ORG
> *Subject:* Suggestions wanted for backing up
>
>
>
> We are in the final stages of getting our Remedy 7.1 ITSM application ready
> to go to production status. We have an application server, a
>
> Web server and a Database server. The application and web servers are on
> virtual servers.  We currently use Tivoli to do backups of the
>
> Other servers that we have. I’d like to see if we can use Tivoli to backup
> our Remedy system but I’m not sure of just “what” needs to
>
> Be backed up on the app and web servers. The SQL database is backed up by
> the database group so that’s no worry. However, I want
>
> To be sure that I get what needs to be backed up for the app and web
> servers to be recoverable. I don’t want to spend another two or
>
> Three days rebuilding everything if the MS server that hosts the vm’s goes
> down. So, what should I be backing up? Best practices? Are
>
> There any good documents I should be reading to make the systems reasonably
> easy to recover? Thank you!!
>
>
> Portions of this message may be confidential under an exemption to Ohio's
> public records law or under a legal privilege. If you have received this
> message in error or due to an unauthorized transmission or interception,
> please delete all copies from your system without disclosing, copying, or
> transmitting this message.
>
>
> 
>
>
>
> Disclaimer and Confidentiality Note
>
>
>
> This e-mail communication, its attachments, if any, and any rights
> attaching to it are, unless the context clearly indicates otherwise, the
> property of Siemens Limited. It is confidential, private and intended for
> the addressee only. If you are not the intended recipient and receive this
> communication in error, you are hereby notified that any review, copying,
> use, discloser or distri

Re: Suggestions wanted for backing up....

[Richard Copits]

Thanks Joe. we're using a VM and have thought about using snapshots,
but if the server fails then the snapshot

Is gone also...unless we move the snapshot off to another sever.. but
the gating factor for me is how long the

Service desk is willing to be down if I have to rebuildand I
estimate that it could take three or four days to do

That, patch everything, etc. 

 

I think I'm going to be looking at something like Ghost that will image
the server and everything. After imaging

I can move the image to another server so it's relatively safe. A
product like Acronis will allow me to make a

Master backup and then ongoing differential backups,  so that may be a
good solution.

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Webster, Basil
Sent: Wednesday, March 04, 2009 4:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: Suggestions wanted for backing up

 

** 

Hi Richard,

 

We have a similar situation. I have no idea of how Tivoli operates but
we are using a network backup product called NetBackup. Having had the
unfortunate experience of having to recover from a hardware failure, I
got the bad news that the backup guys could not "create" a server in the
state of the last successful backup, they could only dump data contained
in the directories. So I had to do a full OS install with all the apps
etc and them took specific data contained in the backups and used it,
like the AR licensing, config etc. This took me nearly a week. To say
that the business was not happy would be an understatement.

 

There are a few virtual products availabe, we are now moving to the
VMWare environment. This now brings along the possibilities of snap
shots. This means that if your vm server instance dies, using the snap
shot you basically have an image of it and it can be used to rebuild the
exact server as it was (at the time of the snap shot). Having a snap
shot is great but I believe that it requires the same space allocation
that the original server has. This is where I am having a battle with my
server guys.

 

You could also look at server groups. Having more than one app server
under a load balancer would allow you to operate on the balance of the
servers if one was to become inoperable. It's a cash thing though.

 

I have put the ball back in the businesses court requesting that they
need to determine the max downtime of a critical service and then based
on that, what are they prepared to pay to make it possible, or pay in
penalties. 

 

 

Kind Regards,

Basil Webster

Remedy Developer


Siemens Southern Africa

IT Solutions and Services (Pty) Ltd

Infrastructure Operations

300 Janadel Avenue, Halfway House, 1685

T : +27 11 652 7523
F : +27 86 506 2883
M : +27 82 452 9389
basil.webs...@siemens.com  
www.siemens.co.za



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Richard Copits
Sent: 03 March 2009 20:13
To: arslist@ARSLIST.ORG
Subject: Suggestions wanted for backing up

 

We are in the final stages of getting our Remedy 7.1 ITSM application
ready to go to production status. We have an application server, a

Web server and a Database server. The application and web servers are on
virtual servers.  We currently use Tivoli to do backups of the

Other servers that we have. I'd like to see if we can use Tivoli to
backup our Remedy system but I'm not sure of just "what" needs to

Be backed up on the app and web servers. The SQL database is backed up
by the database group so that's no worry. However, I want

To be sure that I get what needs to be backed up for the app and web
servers to be recoverable. I don't want to spend another two or

Three days rebuilding everything if the MS server that hosts the vm's
goes down. So, what should I be backing up? Best practices? Are

There any good documents I should be reading to make the systems
reasonably easy to recover? Thank you!!


Portions of this message may be confidential under an exemption to
Ohio's public records law or under a legal privilege. If you have
received this message in error or due to an unauthorized transmission or
interception, please delete all copies from your system without
disclosing, copying, or transmitting this message.




 

Disclaimer and Confidentiality Note

 

This e-mail communication, its attachments, if any, and any rights
attaching to it are, unless the context clearly indicates otherwise, the
property of Siemens Limited. It is confidential, private and intended
for the addressee only. If you are not the intended recipient and
receive this communication in error, you are hereby notified that any
review, copying, use, discloser or distribution in any manner whatsoever
is strictly prohibited. Please notify the sender immediately that you
have received this e-mail in erro

CMDB question about Reconciliation without source

[Timothy Rondeau]

Running arsystem 7.0.1 patch2  ITSM 7

Looking into ways of running reconciliation with an outside source and 
comparing to what's in the CMDB.

So what would be the best way for this reconcile job to run with external file. 
 Then push the output back to csv file or sharepoint.

Can this be done?

Thanks

Tim

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Re: CMDB question about Reconciliation without source

[Roger Justice]

You must import the data into a dataset to be able to run a job to identify and 
merge.


-Original Message-
From: Timothy Rondeau 
To: arslist@ARSLIST.ORG
Sent: Wed, 4 Mar 2009 7:32 am
Subject: CMDB question about Reconciliation without source


** 

Running arsystem 7.0.1 patch2  ITSM 7

 

Looking into ways of running reconciliation with an outside source and 
comparing to what’s in the CMDB.   

 

So what would be the best way for this reconcile job to run with external 
file.  Then push the output back to csv file or sharepoint.

 

Can this be done?

 

Thanks

 

Tim 

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Re: JOB Opportunity: BMC Discovery Tool Specialist

[Kelly Deaver]

**
Nicole,
The members of ARSlist are Remedy experts, not BMC Discovery. They are completely different technologies that both are BMC products. 
You will likely have better luck if you post here -
http://developer.bmc.com/communities/community/bmcdn_general/employment_opportunities?view=discussions
 
Kelly Deaver
kdea...@kellydeaver.com
(Yes, I work for BMC. This post reflects the opinions of the poster and not the official opinion of BMC)
 
 

 Original Message Subject: JOB Opportunity: BMC Discovery Tool SpecialistFrom: "Nicole St.Louis" Date: Tue, March 03, 2009 12:12 pmTo: arslist@ARSLIST.ORG** 





BMC Discovery Tool Specialist
 
Description:  
 
AttivaSoft is an IT Service Management Consultancy and Systems Integrator that focuses on value, speed of delivery, and high performance technology solutions. Our High Performance IT approach combines people, business process and advanced technology solutions. AttivaSoft is looking for a Discovery Tool Specialist with at least 3 -5 years of configuration and installation experience. The Specialist will complete installations of BMC Foundation Discovery and Topology Discovery. This candidate must understand processes, have strategic vision, ability to interview and survey client technical representatives. The candidate must be able to integrate other technology tools to desired software package, develop robust and scalable applications in the desired software platform, and recommend enhancements to client to improve level and quality of service. The Specialist will also provide software installation, design, configuration, testing, and implementation consulting services. 
Candidate must have good interpersonal skills and the ability to interact well with diverse personalities and working styles. Candidate must have great customer relationship management skills. Candidate will need to interact directly with customers to identify and resolve project issues. Candidate must have a Secret Clearance and be local to the Washington, DC Metro area. 
As part of the implementation, the consultant will perform the following:
 

Install /Create Discovery Data store Database. 
Create database instance. 
Install BMC Foundation Discovery. 
Install BMC Topology Discovery 
Install the Java Webstart and JRE(Discovery Client) 
Configure a Discovery Domain 
Configure a Discovery Task 
Configure a UAD scan 
Configure a Host Scan 
Configure a network Scan 
Configure a Asset Scan 
Create a CMDB Synchronization task 
Distribute client agent 
Integrate CMDB Synchronization Task 
Integrate a Reconciliation Job 
Migrate Configurations and Integrations 
Training Sessions 
Knowledge Transfer 
AttivaSoft, LLC is a is an Equal Opportunity Employer and does not discriminate on the basis of race, national origin, religion, color, gender, sexual orientation, age, non-disqualifying physical or mental disability or any other basis covered by law.AttivaSoft offers a great Total Compensation Package! This position includes a competitive compensation package with strong base salary (commensurate with experience and qualifications). We have a fantastic and generous training and mentoring program for all employees. We also offer a company sponsored 401K Plan, Medical, Dental, Vision, Life Insurance and Short and Long Term Disability Insurance. For more information, please contact Nicole St. Louis, Human Resources Associate, (410) 715-4446 x115 or recruit...@attivasoft.com. www.attivasoft.com
 
 
 
Nicole R. St. Louis
Human Resources Associate
AttivaSoft, LLC
10440 Little Patuxent Parkway, Suite 200
Columbia, MD 21044
(410) 715-4446 x115
www.attivasoft.com
 
 
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Re: Eval license - sort of a rant

[Kelly Deaver]

**
My team is responsible for building the Flightdecks. They are ONLY available to BMC Employees and BMC Partners. Sorry
 
Kelly Deaver
kdea...@kellydeaver.com
(Yes, I work for BMC. This post reflects the opinions of the poster and not the official opinion of BMC)
 
 

 Original Message Subject: Re: Eval license - sort of a rantFrom: "Easter, David" Date: Tue, March 03, 2009 9:40 amTo: arslist@ARSLIST.ORGFlight Deck is a BMC BSM solutions image used by field and training personnel to demonstrate solutions like ITSM. I've not heard of it being made available without a proof-of-concept (POC) or other Sales oriented exercise occurring - but you'd need to work with a BMC Sales representative in any case to go down such a path.-David J. EasterSr. Product Manager, Solution Strategy and DevelopmentBMC 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) on behalf of tkjSent: Tue 3/3/2009 1:44 AMTo: arslist@ARSLIST.ORGSubject: Re: Eval license - sort of a rantDoes anyone know where one would find the flight deck vmware package?On Mar 3, 9:18 am, P Romain ARSlist wrote:> Rocky,>> In the meantime have you tried getting hold of the flight decks that run in> VMWare?>> -Original Message-> From: Action Request System discussion list(ARSList)>> [mailto:arsl...@ARSLIST.ORG] On Behalf Of Easter, David> Sent: 03 March 2009 02:50> To: arsl...@arslist.org> Subject: Re: Eval license - sort of a rant>> Yes, we're still trying to create a low cost dev kit for situations like> this...>> -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) on behalf of Rick Cook> Sent: Mon 3/2/2009 10:32 AM> To: arsl...@arslist.org> Subject: Re: Eval license - sort of a rant>> **I think Dave Easter has been working on this. Don't know the status of the> initiative. It is long overdue, though.>> Rick>> Sent from my Verizon Wireless BlackBerry>> >> From: LJ Longwing> Date: Mon, 2 Mar 2009 11:22:21 -0700> To: > Subject: Re: Eval license - sort of a rant>> This is the age old discussion regarding a 'dev version' of the> product...one that can be used by independent developers that aren't> interested in purchasing the product per se, but want to develop tools for> it. I think your best bet is to contact sales, tell them that you want to> evaluate Remedy and ITSM and need eval licenses...they should issue you a> tmp contract ID that you can associate with your login...I'm sure you have> gone through some of this already...but I wish you good luck.>> >> From: Action Request System discussion list(ARSList)> [mailto:arsl...@ARSLIST.ORG] On Behalf Of Rocky Rockwell> Sent: Monday, March 02, 2009 11:02 AM> To: arsl...@arslist.org> Subject: Eval license - sort of a rant>> ** Folks,>> I am trying to line up a job (laid off). I am trying to get an ITSM 7 eval> license so I can keep up to date. Also, to just play around, so I can tell> recruiters I have worked with it. For some reason BMC is giving me the run> around. They can only think I am in the market to buy or I am asking for> education.>> I need some help to get eval licenses, so I can install. I do not have a> sales person to call. How do people expect someone to get basic ITSM 7> experience.>> I could take the class and spend a ton of money. But what good is it if I> cannot play with it after the class. I mean, I have 13 years as a developer> at my previous job, now I am nothing without ITSM 7 experience. How do I> contact somebody, anybody at BMC who understands.>> So about the rant, it is just 3 weeks going around with BMC has me a little> frustrated.>> -->> Rocky>> Rocky Rockwell> mgrockw...@verizon.net> Ph#1: 325-884-1234> Ph#2: 325-884-1263> Mobile: 325-450-1297>> http://www.linkedin.com/in/mgrockwell>> __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 atwww.arslist.org> Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are">> ___> UNSUBS

Re: Suggestions wanted for backing up....

[Joe DeSouza]

Richard,

Why don't you look at the option of having server groups where it really wont 
impact that much apart from a performance standpoint if one server is down for 
a slightly extended period of time while being rebuilt?

Joe





From: Richard Copits 
To: arslist@ARSLIST.ORG
Sent: Wednesday, March 4, 2009 7:27:10 AM
Subject: Re: Suggestions wanted for backing up

** 
Thanks Joe….. we’re using a VM and have thought about using snapshots, but if 
the server fails then the snapshot
Is gone also…unless we move the snapshot off to another sever.. but the gating 
factor for me is how long the
Service desk is willing to be down if I have to rebuild….and I estimate that it 
could take three or four days to do
That, patch everything, etc. 
 
I think I’m going to be looking at something like Ghost that will image the 
server and everything. After imaging
I can move the image to another server so it’s relatively safe. A product like 
Acronis will allow me to make a
Master backup and then ongoing differential backups,  so that may be a good 
solution.
 
 
 
From:Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Webster, Basil
Sent: Wednesday, March 04, 2009 4:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: Suggestions wanted for backing up
 
** 
Hi Richard,
 
We have a similar situation. I have no idea of how Tivoli operates but we are 
using a network backup product called NetBackup. Having had the unfortunate 
experience of having to recover from a hardware failure, I got the bad news 
that the backup guys could not “create” a server in the state of the last 
successful backup, they could only dump data contained in the directories. So I 
had to do a full OS install with all the apps etc and them took specific data 
contained in the backups and used it, like the AR licensing, config etc. This 
took me nearly a week. To say that the business was not happy would be an 
understatement.
 
There are a few virtual products availabe, we are now moving to the VMWare 
environment. This now brings along the possibilities of snap shots. This means 
that if your vm server instance dies, using the snap shot you basically have an 
image of it and it can be used to rebuild the exact server as it was (at the 
time of the snap shot). Having a snap shot is great but I believe that it 
requires the same space allocation that the original server has. This is where 
I am having a battle with my server guys.
 
You could also look at server groups. Having more than one app server under a 
load balancer would allow you to operate on the balance of the servers if one 
was to become inoperable. It’s a cash thing though.
 
I have put the ball back in the businesses court requesting that they need to 
determine the max downtime of a critical service and then based on that, what 
are they prepared to pay to make it possible, or pay in penalties. 
 
 
Kind Regards,
Basil Webster
Remedy Developer

Siemens Southern Africa
IT Solutions and Services (Pty) Ltd
Infrastructure Operations
300 Janadel Avenue, Halfway House, 1685
T : +27 11 652 7523
F : +27 86 506 2883
M : +27 82 452 9389
basil.webs...@siemens.com
www.siemens.co.za



From:Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Richard Copits
Sent: 03 March 2009 20:13
To: arslist@ARSLIST.ORG
Subject: Suggestions wanted for backing up
 
We are in the final stages of getting our Remedy 7.1 ITSM application ready to 
go to production status. We have an application server, a
Web server and a Database server. The application and web servers are on 
virtual servers.  We currently use Tivoli to do backups of the
Other servers that we have. I’d like to see if we can use Tivoli to backup our 
Remedy system but I’m not sure of just “what” needs to
Be backed up on the app and web servers. The SQL database is backed up by the 
database group so that’s no worry. However, I want
To be sure that I get what needs to be backed up for the app and web servers to 
be recoverable. I don’t want to spend another two or
Three days rebuilding everything if the MS server that hosts the vm’s goes 
down. So, what should I be backing up? Best practices? Are
There any good documents I should be reading to make the systems reasonably 
easy to recover? Thank you!!

Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message.

 
Disclaimer and Confidentiality Note
 
This e-mail communication, its attachments, if any, and any rights attaching to 
it are, unless the context clearly indicates otherwise, the property of Siemens 
Lim

Re: Suggestions wanted for backing up....

[Richard Copits]

Interesting thought……since we have the applications  on one server and the web 
stuff on another, is this still possible?

 

Is there a reference you could recommend where I could read more about that?

 

Thanks!

 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza
Sent: Wednesday, March 04, 2009 10:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: Suggestions wanted for backing up

 

** 

Richard,

 

Why don't you look at the option of having server groups where it really wont 
impact that much apart from a performance standpoint if one server is down for 
a slightly extended period of time while being rebuilt?

 

Joe

 



From: Richard Copits 
To: arslist@ARSLIST.ORG
Sent: Wednesday, March 4, 2009 7:27:10 AM
Subject: Re: Suggestions wanted for backing up

** 

Thanks Joe….. we’re using a VM and have thought about using snapshots, but if 
the server fails then the snapshot

Is gone also…unless we move the snapshot off to another sever.. but the gating 
factor for me is how long the

Service desk is willing to be down if I have to rebuild….and I estimate that it 
could take three or four days to do

That, patch everything, etc. 

 

I think I’m going to be looking at something like Ghost that will image the 
server and everything. After imaging

I can move the image to another server so it’s relatively safe. A product like 
Acronis will allow me to make a

Master backup and then ongoing differential backups,  so that may be a good 
solution.

 

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Webster, Basil
Sent: Wednesday, March 04, 2009 4:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: Suggestions wanted for backing up

 

** 

Hi Richard,

 

We have a similar situation. I have no idea of how Tivoli operates but we are 
using a network backup product called NetBackup. Having had the unfortunate 
experience of having to recover from a hardware failure, I got the bad news 
that the backup guys could not “create” a server in the state of the last 
successful backup, they could only dump data contained in the directories. So I 
had to do a full OS install with all the apps etc and them took specific data 
contained in the backups and used it, like the AR licensing, config etc. This 
took me nearly a week. To say that the business was not happy would be an 
understatement.

 

There are a few virtual products availabe, we are now moving to the VMWare 
environment. This now brings along the possibilities of snap shots. This means 
that if your vm server instance dies, using the snap shot you basically have an 
image of it and it can be used to rebuild the exact server as it was (at the 
time of the snap shot). Having a snap shot is great but I believe that it 
requires the same space allocation that the original server has. This is where 
I am having a battle with my server guys.

 

You could also look at server groups. Having more than one app server under a 
load balancer would allow you to operate on the balance of the servers if one 
was to become inoperable. It’s a cash thing though.

 

I have put the ball back in the businesses court requesting that they need to 
determine the max downtime of a critical service and then based on that, what 
are they prepared to pay to make it possible, or pay in penalties. 

 

 

Kind Regards,

Basil Webster

Remedy Developer


Siemens Southern Africa

IT Solutions and Services (Pty) Ltd

Infrastructure Operations

300 Janadel Avenue, Halfway House, 1685

T : +27 11 652 7523
F : +27 86 506 2883
M : +27 82 452 9389
basil.webs...@siemens.com  
www.siemens.co.za  



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Richard Copits
Sent: 03 March 2009 20:13
To: arslist@ARSLIST.ORG
Subject: Suggestions wanted for backing up

 

We are in the final stages of getting our Remedy 7.1 ITSM application ready to 
go to production status. We have an application server, a

Web server and a Database server. The application and web servers are on 
virtual servers.  We currently use Tivoli to do backups of the

Other servers that we have. I’d like to see if we can use Tivoli to backup our 
Remedy system but I’m not sure of just “what” needs to

Be backed up on the app and web servers. The SQL database is backed up by the 
database group so that’s no worry. However, I want

To be sure that I get what needs to be backed up for the app and web servers to 
be recoverable. I don’t want to spend another two or

Three days rebuilding everything if the MS server that hosts the vm’s goes 
down. So, what should I be backing up? Best practices? Are

There any good documents I should be reading to make the systems reasonably 
easy to recover? Thank you!!


Portions of this message may be confidential under 

Re: Suggestions wanted for backing up....

[Joe DeSouza]

Absolutely.. I am assuming you mean you have your ARS on one server and the 
Mid-Tier application on another?

Both can be load balanced separately. Thats how most load balanced environments 
are like.

I am not sure if I have documents on it, but I've been through this exercise 
several times over. I'll see if I can find some white paper or something that I 
can send you..

Cheers

Joe





From: Richard Copits 
To: arslist@ARSLIST.ORG
Sent: Wednesday, March 4, 2009 10:16:10 AM
Subject: Re: Suggestions wanted for backing up


Interesting thought……since we have the applications  on one server and the web 
stuff on another, is this still possible?
 
Is there a reference you could recommend where I could read more about that?
 
Thanks!
 
From:Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza
Sent: Wednesday, March 04, 2009 10:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: Suggestions wanted for backing up
 
** 
Richard,
 
Why don't you look at the option of having server groups where it really wont 
impact that much apart from a performance standpoint if one server is down for 
a slightly extended period of time while being rebuilt?
 
Joe
 



From:Richard Copits 
To: arslist@ARSLIST.ORG
Sent: Wednesday, March 4, 2009 7:27:10 AM
Subject: Re: Suggestions wanted for backing up

** 
Thanks Joe….. we’re using a VM and have thought about using snapshots, but if 
the server fails then the snapshot
Is gone also…unless we move the snapshot off to another sever.. but the gating 
factor for me is how long the
Service desk is willing to be down if I have to rebuild….and I estimate that it 
could take three or four days to do
That, patch everything, etc. 
 
I think I’m going to be looking at something like Ghost that will image the 
server and everything. After imaging
I can move the image to another server so it’s relatively safe. A product like 
Acronis will allow me to make a
Master backup and then ongoing differential backups,  so that may be a good 
solution.
 
 
 
From:Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Webster, Basil
Sent: Wednesday, March 04, 2009 4:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: Suggestions wanted for backing up
 
** 
Hi Richard,
 
We have a similar situation. I have no idea of how Tivoli operates but we are 
using a network backup product called NetBackup. Having had the unfortunate 
experience of having to recover from a hardware failure, I got the bad news 
that the backup guys could not “create” a server in the state of the last 
successful backup, they could only dump data contained in the directories. So I 
had to do a full OS install with all the apps etc and them took specific data 
contained in the backups and used it, like the AR licensing, config etc. This 
took me nearly a week. To say that the business was not happy would be an 
understatement.
 
There are a few virtual products availabe, we are now moving to the VMWare 
environment. This now brings along the possibilities of snap shots. This means 
that if your vm server instance dies, using the snap shot you basically have an 
image of it and it can be used to rebuild the exact server as it was (at the 
time of the snap shot). Having a snap shot is great but I believe that it 
requires the same space allocation that the original server has. This is where 
I am having a battle with my server guys.
 
You could also look at server groups. Having more than one app server under a 
load balancer would allow you to operate on the balance of the servers if one 
was to become inoperable. It’s a cash thing though.
 
I have put the ball back in the businesses court requesting that they need to 
determine the max downtime of a critical service and then based on that, what 
are they prepared to pay to make it possible, or pay in penalties. 
 
 
Kind Regards,
Basil Webster
Remedy Developer

Siemens Southern Africa
IT Solutions and Services (Pty) Ltd
Infrastructure Operations
300 Janadel Avenue, Halfway House, 1685
T : +27 11 652 7523
F : +27 86 506 2883
M : +27 82 452 9389
basil.webs...@siemens.com
www.siemens.co.za



From:Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Richard Copits
Sent: 03 March 2009 20:13
To: arslist@ARSLIST.ORG
Subject: Suggestions wanted for backing up
 
We are in the final stages of getting our Remedy 7.1 ITSM application ready to 
go to production status. We have an application server, a
Web server and a Database server. The application and web servers are on 
virtual servers.  We currently use Tivoli to do backups of the
Other servers that we have. I’d like to see if we can use Tivoli to backup our 
Remedy system but I’m not sure of just “what” needs to
Be backed up on the app and web servers. The SQL database is backed up by the 
database group so that’s no worry.

Permissions & Roles

[arsadm]

Hi All... I created a new custom permission group, i want to map this group
to roles. So that people of that group can modify some fields in the
existing form. Can anyone please help from this ??? Thanks in advance.

ARS 7.1.00
Patch : 001 200711161033 5
MS SQL 2005
-- 
View this message in context: 
http://www.nabble.com/Permissions---Roles-tp22333094p22333094.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: Suggestions wanted for backing up....

[Richard Copits]

Thank you!

 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza
Sent: Wednesday, March 04, 2009 10:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: Suggestions wanted for backing up

 

** 

Absolutely.. I am assuming you mean you have your ARS on one server and the 
Mid-Tier application on another?

 

Both can be load balanced separately. Thats how most load balanced environments 
are like.

 

I am not sure if I have documents on it, but I've been through this exercise 
several times over. I'll see if I can find some white paper or something that I 
can send you..

 

Cheers

 

Joe

 



From: Richard Copits 
To: arslist@ARSLIST.ORG
Sent: Wednesday, March 4, 2009 10:16:10 AM
Subject: Re: Suggestions wanted for backing up

Interesting thought……since we have the applications  on one server and the web 
stuff on another, is this still possible?

 

Is there a reference you could recommend where I could read more about that?

 

Thanks!

 

From:


Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message.

Labels on Guides in Developer Studio

[Ian Trimnell]

Hi,

Just come across a little issue with Developer Studio.  I have been 
design some Filter Guides (to handle some incoming emails) and, during a 
bit of tidying up, I wanted to remove a redundant label in one of my guides.


When I Right-Click on the label (as instructed on page 124 of the 
"Workflow Objects Guide" - I only looked there to double-check that what 
I was doing was actually right!) the "Remove Reference" option is not 
available.  This option is available if I wanted to remove a Filter from 
the guide.


I have raised an issue with our Partner who will hopefully then raise it 
with BMC.  I have double checked the Defects database on BMC Support 
Central but it appears that no-one else has come across this, yet.


What a shame, especially as I am really starting to get the hang of 
using the Dev Studio after using the Admin Tool for all those years.


Ian


Ian Trimnell, AR System Lead Developer (amongst other jobs),
Specialist Support & Information Team, Academic & Administrative 
Computing Service

Open University, MILTON KEYNES, UK
Phone: 01908 653741   web: http://www.open.ac.uk/
The Open University is incorporated by Royal Charter (RC 000391), an 
exempt charity in England & Wales and a charity registered in Scotland 
(SC 038302).


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Re: Labels on Guides in Developer Studio

[Lyle Taylor]

If you select the reference (for example, by placing the cursor in the 
reference name text field) and then click the red X in the toolbar, it will 
delete the label.

Lyle

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Ian Trimnell
Sent: Wednesday, March 04, 2009 9:52 AM
To: arslist@ARSLIST.ORG
Subject: Labels on Guides in Developer Studio

**

Hi,

Just come across a little issue with Developer Studio.  I have been design some 
Filter Guides (to handle some incoming emails) and, during a bit of tidying up, 
I wanted to remove a redundant label in one of my guides.

When I Right-Click on the label (as instructed on page 124 of the "Workflow 
Objects Guide" - I only looked there to double-check that what I was doing was 
actually right!) the "Remove Reference" option is not available.  This option 
is available if I wanted to remove a Filter from the guide.

I have raised an issue with our Partner who will hopefully then raise it with 
BMC.  I have double checked the Defects database on BMC Support Central but it 
appears that no-one else has come across this, yet.

What a shame, especially as I am really starting to get the hang of using the 
Dev Studio after using the Admin Tool for all those years.

Ian

Ian Trimnell, AR System Lead Developer (amongst other jobs),
Specialist Support & Information Team, Academic & Administrative Computing 
Service
Open University, MILTON KEYNES, UK
Phone: 01908 653741   web: http://www.open.ac.uk/
The Open University is incorporated by Royal Charter (RC 000391), an exempt 
charity in England & Wales and a charity registered in Scotland (SC 038302).
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 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.



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Re: CMDB question about Reconciliation without source

[Lyle Taylor]

Or you would need to either export the data from Remedy and do the comparison 
externally, or write an API program that would allow you to pull the data from 
Remedy and still do the comparison externally.

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Roger Justice
Sent: Wednesday, March 04, 2009 5:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: CMDB question about Reconciliation without source

** You must import the data into a dataset to be able to run a job to identify 
and merge.


-Original Message-
From: Timothy Rondeau 
To: arslist@ARSLIST.ORG
Sent: Wed, 4 Mar 2009 7:32 am
Subject: CMDB question about Reconciliation without source
**
Running arsystem 7.0.1 patch2  ITSM 7

Looking into ways of running reconciliation with an outside source and 
comparing to what’s in the CMDB.

So what would be the best way for this reconcile job to run with external file. 
 Then push the output back to csv file or sharepoint.

Can this be done?

Thanks

Tim
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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.

Re: Labels on Guides in Developer Studio

[Ian Trimnell]

Lyle Taylor wrote:

**

If you select the reference (for example, by placing the cursor in the 
reference name text field) and then click the red X in the toolbar, it 
will delete the label.


 


Lyle

 


Lyle,

Yes, well spotted.  I had forgotten all about the menu bar up there in 
the clouds.  When using the admin tool I got so used to using the 
keyboard, but the dev studio is so mouse intensive that I was only 
looking at what was available at the click of a mouse button.
So, if the menu-bar option works (and also the option is available on 
the Workflow menu), why is it not available on the right-click menu?  
Looks like someone forgot to enable this for labels.


Thanks,

Ian


Ian Trimnell, AR System Lead Developer (amongst other jobs),
Specialist Support & Information Team, Academic & Administrative 
Computing Service

Open University, MILTON KEYNES, UK
Phone: 01908 653741   web: http://www.open.ac.uk/
The Open University is incorporated by Royal Charter (RC 000391), an 
exempt charity in England & Wales and a charity registered in Scotland 
(SC 038302).


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Re: Version 7 Permissions Model

[Lyle Taylor]

That sounds like it may work for what you need.  I wonder if it would be a 
better approach to disable the workflow that adds the contact and customer 
companies rather than simply overwriting it with a new value.  That way, you're 
letting the system function the way it normally should, except that you're 
effectively saying we don't need/want the customer or contact company to be 
able to view this record.  That way, if there is other multitenancy 
functionality that you may not currently be aware of but may eventually need, 
you haven't broken that - you've simply limited the scope of what it provides 
by pulling out what you know you don't want.  Does that make sense?

Lyle

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Michael S. Davis
Sent: Monday, March 02, 2009 5:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: Version 7 Permissions Model

**
This was the model I was going to use in my original email. The problem here is 
that if they all have access to the customer's company then they can all see 
everyone else's tickets. I built a filter to remove the requester and contact 
companies from field 112 upon save which appears to be working. I'm wondering 
if this is the best way to do things.

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor
Sent: Friday, February 27, 2009 5:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: Version 7 Permissions Model

**
Michael,

What if you broke the people into six groups instead of five?  Your IT staff 
would be split into Schools A-E and would only have access to the Schools whose 
tickets they need access to.  Your customers would then be split into another 
company, say Customers.  All of your support staff would have access to their 
own company and the Customers company.  That way, they could search the 
complete customer database, but they would still only have access to the 
Incidents generated in their company.

Lyle

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Michael S. Davis
Sent: Friday, February 27, 2009 2:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: Version 7 Permissions Model

**
I mean that we have 70,000 people in the database and each one of them must be 
available to every company. The callers could call one of five helpdesks, 
depending on what their problem is. I think this is where I'm a little dense.
If the people are all in one company then every user has to have permissions to 
that company in order to log a ticket under the person's name. If they have 
access to that people company then they can see any ticket logged for that 
user, regardless of which operating company actually logged the ticket.

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor
Sent: Friday, February 27, 2009 4:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: Version 7 Permissions Model

**
What do you mean that each person must be available for each company?

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Michael S. Davis
Sent: Friday, February 27, 2009 2:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Version 7 Permissions Model

**
I understand all of this, but each person must be available for each company. 
There are only two ways to do this; either have one people database where each 
company pulls from or load the entire people database into each company. If we 
use one people database then everyone needs access to that company and thus can 
see any ticket created from a user in that company. Unless I'm missing 
something.

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Charles Baldi
Sent: Friday, February 27, 2009 4:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Version 7 Permissions Model

**
Michael,
You should not need to go through those hoops.  It sounds like the Multitenancy 
configuration in ITSM 7 will work for you.  You create multiple companies as 
you say, but no need for multiple People forms.  Each person record belongs to 
a single company (whichever), then you grant explicit access for that user to 
whatever company's objects they should see.  This is on the Access Restrictions 
table on the Login/Access Details tab of the People form.  You de-select 
Unrestricted Access and grant company-specific access.  This way, users who you 
have given access to School A will only see School A's Incidents, etc.

You then have the option of loading company-specific operational categories, 
etc.

Read the whitepaper on Multi-Tenancy too.

Regards,
Chuck Baldi
On Fri, Feb 27, 2009 at 3:51 PM, Michael S. Davis 
mailto:mida...@exchange.upenn.edu>> wrote:
**

I tried posting this twice to the bulletin board but it didn't show up. Anyway, 
here goes..ok, and now it doesn't like my email address. Trying for a 
FOURTH time.



We are upgrading to version 7 right now and are havi

Re: Labels on Guides in Developer Studio

[Lyle Taylor]

Yep, looks like a bug to me.

Lyle

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Ian Trimnell
Sent: Wednesday, March 04, 2009 10:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: Labels on Guides in Developer Studio

**
Lyle Taylor wrote:
**
If you select the reference (for example, by placing the cursor in the 
reference name text field) and then click the red X in the toolbar, it will 
delete the label.

Lyle


Lyle,

Yes, well spotted.  I had forgotten all about the menu bar up there in the 
clouds.  When using the admin tool I got so used to using the keyboard, but the 
dev studio is so mouse intensive that I was only looking at what was available 
at the click of a mouse button.
So, if the menu-bar option works (and also the option is available on the 
Workflow menu), why is it not available on the right-click menu?  Looks like 
someone forgot to enable this for labels.

Thanks,

Ian

Ian Trimnell, AR System Lead Developer (amongst other jobs),
Specialist Support & Information Team, Academic & Administrative Computing 
Service
Open University, MILTON KEYNES, UK
Phone: 01908 653741   web: http://www.open.ac.uk/
The Open University is incorporated by Royal Charter (RC 000391), an exempt 
charity in England & Wales and a charity registered in Scotland (SC 038302).
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Re: ITSM individual assignment process by assigned group rather than by company?

[Muhlethaler, Laurie]

Anyone?

Laurie Muhlethaler
First Republic Bank
Remedy Developer / Administrator
415.364.4436

-Original Message-
From: Muhlethaler, Laurie 
Sent: Tuesday, March 03, 2009 1:23 PM
To: 'arsl...@listserv.rbugs.com'
Subject: RE: ITSM individual assignment process by assigned group rather
than by company?

Sorry to revisit but I had to sideline this issue for a while.  BMC has
told me that without customization, I cannot route incidents at the
individual level for single-tenancy using different Assignment
Processes.  I would have to turn on the Assignment Engine Integration
and select ONE Assignment Process in the Configure Incident Rules form
which all support groups would have to adhere to.  Yet some groups want
to use Round Robin and others want to use Number.  Is that correct or
has someone else done this using the Assignment Engine Administration
console?  I find it hard to believe that this is such a unique
request

Laurie Muhlethaler
First Republic Bank
Remedy Developer / Administrator
415.364.4436

-Original Message-
From: Muhlethaler, Laurie 
Sent: Thursday, January 22, 2009 12:47 PM
To: arsl...@listserv.rbugs.com
Subject: 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 
 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] 
>  _
>
>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
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--
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 o

Re: ITSM individual assignment process by assigned group rather than by company?

[Lyle Taylor]

I agree with you, however that does appear to be correct.  You select the 
assignment process to use on a per application (or per assignment type in some 
applications) rather than on a per group basis.

Lyle

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Muhlethaler, Laurie
Sent: Wednesday, March 04, 2009 10:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM individual assignment process by assigned group rather than 
by company?

Anyone?

Laurie Muhlethaler
First Republic Bank
Remedy Developer / Administrator
415.364.4436

-Original Message-
From: Muhlethaler, Laurie 
Sent: Tuesday, March 03, 2009 1:23 PM
To: 'arsl...@listserv.rbugs.com'
Subject: RE: ITSM individual assignment process by assigned group rather
than by company?

Sorry to revisit but I had to sideline this issue for a while.  BMC has
told me that without customization, I cannot route incidents at the
individual level for single-tenancy using different Assignment
Processes.  I would have to turn on the Assignment Engine Integration
and select ONE Assignment Process in the Configure Incident Rules form
which all support groups would have to adhere to.  Yet some groups want
to use Round Robin and others want to use Number.  Is that correct or
has someone else done this using the Assignment Engine Administration
console?  I find it hard to believe that this is such a unique
request

Laurie Muhlethaler
First Republic Bank
Remedy Developer / Administrator
415.364.4436

-Original Message-
From: Muhlethaler, Laurie 
Sent: Thursday, January 22, 2009 12:47 PM
To: arsl...@listserv.rbugs.com
Subject: 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 
 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] 
>  _
>
>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

Re: Single Sign-On (SiteMinder, Identity Manager)

[Rodriguez, Rafael J x23718]

Thanks Axton, I will take a look at the docs you provided. So are you
saying that in order to use SiteMinder you have to develop a custom AREA
plugin and make changes to login.jsp on Mid-Tier. Please bare with me as
this is my first exposure to SSO with Mid-tier. 

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Axton
Sent: Tuesday, March 03, 2009 3:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: Single Sign-On (SiteMinder, Identity Manager)

 

** The Java System Solutions page on their sso plugin does the best job
I've found of illustrating how I've seen SSO implemented with the
mid-tier.

http://www.javasystemsolutions.com/jss/ssoplugin
http://www.javasystemsolutions.com/img/diagram/ssoplugin-midtier.png

Not endorsing the product, as I've never used it, but there is a good
write-up/illustrations on the page.

It involves writing a custom AREA plug-in as well as customizations to
login.jsp and custom servlets on the mid-tier server.  There are BMC
whitepapers on the subject as well, though I have not used them as we
developed the sso solution using a 6.0.1 mid-tier server which did not
have the Authenticator hooks the newer versions of mid-tier have.

We can keep the discussion on the list; other people may have things to
add and things to gain through visibility into the discussion.

Axton Grams

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.

On Tue, Mar 3, 2009 at 9:42 AM, Rodriguez, Rafael J x23718
 wrote:

** 

Thanks Axton for the response. I'm aware that this would be a solution
just for Mid-Tier. Can you provide any documentation or direction on
this?

 

If you would be willing we can have a brief discussion outside of the
list?

 

Thanks

 

Rafael Rodriguez

Manager Midtier/Remedy Enterprise

Broadridge Financial Solutions Inc

201.714.3718

 

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Axton
Sent: Tuesday, March 03, 2009 10:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: Single Sign-On (SiteMinder, Identity Manager)

** I have worked with SiteMinder sso integrations.  It was an sso
solution for the mid-tier; native clients still required a login.



Axton Grams

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.

On Tue, Mar 3, 2009 at 8:05 AM, Rodriguez, Rafael J x23718
 wrote:

Hello,

Just wanted to find out if anyone has utilized SiteMinder or Identity
Manager to implement Single Sign-On in there environment?

Any ideas are welcome

Thanks

My environment is:
IIS 6
Tomcat Servlet for Mid-Tier.
ARS 7.0.1 Patch 6
SQL 2000
This message and any attachments are intended only for the use of the
addressee and
may contain information that is privileged and confidential. If the
reader of the
message is not the intended recipient or an authorized representative of
the
intended recipient, you are hereby notified that any dissemination of
this
communication is strictly prohibited. If you have received this
communication in
error, please notify us immediately by e-mail and delete the message and
any
attachments from your system.



___
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__Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
html___ 

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


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html___ 


This message and any attachments are intended only for the use of the addressee 
and
may contain information that is privileged and confidential. If the reader of 
the 
message is not the intended recipient or an authorized representative of the
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Re: Single Sign-On (SiteMinder, Identity Manager)

[Axton]

With the approach I took, yes.  Are there other approaches?  Yes.  Will they
require similar changes?  Probably.

Axton Grams

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.

On Wed, Mar 4, 2009 at 12:08 PM, Rodriguez, Rafael J x23718 <
rafael.rodrig...@broadridge.com> wrote:

> **
>
> Thanks Axton, I will take a look at the docs you provided. So are you
> saying that in order to use SiteMinder you have to develop a custom AREA
> plugin and make changes to login.jsp on Mid-Tier. Please bare with me as
> this is my first exposure to SSO with Mid-tier.
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Axton
> *Sent:* Tuesday, March 03, 2009 3:44 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Single Sign-On (SiteMinder, Identity Manager)
>
>
>
> ** The Java System Solutions page on their sso plugin does the best job
> I've found of illustrating how I've seen SSO implemented with the mid-tier.
>
>
> http://www.javasystemsolutions.com/jss/ssoplugin
> http://www.javasystemsolutions.com/img/diagram/ssoplugin-midtier.png
>
> Not endorsing the product, as I've never used it, but there is a good
> write-up/illustrations on the page.
>
> It involves writing a custom AREA plug-in as well as customizations to
> login.jsp and custom servlets on the mid-tier server.  There are BMC
> whitepapers on the subject as well, though I have not used them as we
> developed the sso solution using a 6.0.1 mid-tier server which did not have
> the Authenticator hooks the newer versions of mid-tier have.
>
> We can keep the discussion on the list; other people may have things to add
> and things to gain through visibility into the discussion.
>
> Axton Grams
>
> 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.
>
> On Tue, Mar 3, 2009 at 9:42 AM, Rodriguez, Rafael J x23718 <
> rafael.rodrig...@broadridge.com> wrote:
>
> **
>
> Thanks Axton for the response. I'm aware that this would be a solution just
> for Mid-Tier. Can you provide any documentation or direction on this?
>
>
>
> If you would be willing we can have a brief discussion outside of the list?
>
>
>
> Thanks
>
>
>
> *Rafael Rodriguez***
>
> *Manager Midtier/Remedy Enterprise*
>
> *Broadridge Financial Solutions Inc*
>
> *201.714.3718*
>
>
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Axton
> *Sent:* Tuesday, March 03, 2009 10:07 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Single Sign-On (SiteMinder, Identity Manager)
>
> ** I have worked with SiteMinder sso integrations.  It was an sso solution
> for the mid-tier; native clients still required a login.
>
>
>
> Axton Grams
>
> 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.
>
> On Tue, Mar 3, 2009 at 8:05 AM, Rodriguez, Rafael J x23718 <
> rafael.rodrig...@broadridge.com> wrote:
>
> Hello,
>
> Just wanted to find out if anyone has utilized SiteMinder or Identity
> Manager to implement Single Sign-On in there environment?
>
> Any ideas are welcome
>
> Thanks
>
> My environment is:
> IIS 6
> Tomcat Servlet for Mid-Tier.
> ARS 7.0.1 Patch 6
> SQL 2000
> This message and any attachments are intended only for the use of the
> addressee and
> may contain information that is privileged and confidential. If the reader
> of the
> message is not the intended recipient or an authorized representative of
> the
> intended recipient, you are hereby notified that any dissemination of this
> communication is strictly prohibited. If you have received this
> communication in
> error, please notify us immediately by e-mail and delete the message and
> any
> attachments from your system.
>
>
>
> ___
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> This message and any attachments are intended only for the use of the 
> addressee and
>
> may contain information that is privileged and confidential. If the reader of 
> the
>
> message is not the intended recip

Re: ITSM individual assignment process by assigned group rather than by company?

[Doug Blair]

Laurie,

I think this is quite possible. We have some variations on the method  
of assignment here at Orbitz.


First, the method of assignment (round robin, least recent, least  
loaded etc) is part of the rule, not part of the process. The process  
is made of a bunch of rules in a sorted order, and the first rule that  
produces an assignee is the one that is used.


I elected not to disturb the out-of-the-box assignment definitions,  
and made a new one named Orbitz-Assignment-Custom.  This won't show up  
on the menus unless you enter it in CFG:AssignmentProcessMapping, but  
once you make one or more entries there the assignment process will be  
available on the rules configuration screen.  You don't have to make a  
new process - you can add your own rules to the existing processes if  
you want - but I don't think that's a Good Thing.


For the next step, make sure you have a form or a join form that  
includes fields from People and support groups so you can find a  
person who is enabled in People, is a member of a support group, and  
has various roles in that group (Approver, CAB-Manager, etc). The  
roles part might not be necessary if you are just assigning  
implementers. CTM:Ppl Search-SupportGrpFuncR seems to have about all  
you'll need.  Note that there are two availability type fields in this  
- one for the people record and one for the team membership role.


Next, I built rules which would work for individual teams.  These are  
things like


$SupportGroup ID from request form$ = 'Support Group ID from  
assignment form' AND Profile Status = Enabled AND Assignment  
Availability = Yes and Assignment Availability 2 = Yes, plus whatever  
additional qualification you need to find the role you want,


Give it a name and save the rule with the assignment method set to  
what you want - for example Round Robin.  Make three variations on  
this rule so you can use any of the methods for assignment.


So far this looks like a normal OOB assignment rule.

Prepend something like

 $Assigned Group$ = "Service Desk" AND

... to the qualification for the rule.  Now you have a rule which will  
work only for the service desk team in the Assigned group field on the  
request form, and they want to use Round Robin.


take the Number variation of the rule, prepend something like

$Assigned Group$ = "Network Team" AND

and you have a new rule which will work only for the network team in  
assigned group, and uses a different load balancing method.


Now go back to your process screen and create your new custom process,  
adding these two rules (and probably with some others too, to cover  
the cases where these two custom rules don't work).  Now you have a  
custom assignment process with special load balancing rules for two  
teams. There's no reason that you can't add other custom rules, or  
change the rule qualifications so that number or round robin will work  
for several different teams.


THEN go back to your change or incident application rules screens and  
pick your custom processes as the assignment method for the different  
roles. It should take effect immediately.


Laurie, I'm sorry if my explanation isn't concise - I'm between  
meetings and not at my desk - but I know you can do this and it's been  
a while since I brain-dumped!   Call/write/send pidgeon if you get  
stuck!


Doug Blair




On Mar 4, 2009, at 11:36 AM, Muhlethaler, Laurie wrote:


Anyone?

Laurie Muhlethaler
First Republic Bank
Remedy Developer / Administrator
415.364.4436

-Original Message-
From: Muhlethaler, Laurie
Sent: Tuesday, March 03, 2009 1:23 PM
To: 'arsl...@listserv.rbugs.com'
Subject: RE: ITSM individual assignment process by assigned group  
rather

than by company?

Sorry to revisit but I had to sideline this issue for a while.  BMC  
has

told me that without customization, I cannot route incidents at the
individual level for single-tenancy using different Assignment
Processes.  I would have to turn on the Assignment Engine Integration
and select ONE Assignment Process in the Configure Incident Rules form
which all support groups would have to adhere to.  Yet some groups  
want

to use Round Robin and others want to use Number.  Is that correct or
has someone else done this using the Assignment Engine Administration
console?  I find it hard to believe that this is such a unique
request

Laurie Muhlethaler
First Republic Bank
Remedy Developer / Administrator
415.364.4436

-Original Message-
From: Muhlethaler, Laurie
Sent: Thursday, January 22, 2009 12:47 PM
To: arsl...@listserv.rbugs.com
Subject: 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
 wrote:


Hi Laurie,

In the User tool, if you search for the form "Assignment Engine
Administration", this is 

Job: Contract - CMDB Expert - ASAP - Kforce

[Kitchen, Joshua T]

List,

Need a CMDB expert to parachute in and save the day for my client.

US citizen
Must be Local to Research Triangle Park, NC or DC Metro
Short Term contract could go longer.
No telecommuting
Rates - Market Competitive



Respectfully,

Joshua Kitchen
Information Technology Recruiter
Kforce Professional Staffing 
Two Prestige Place (Suite 350) 
Miamisburg, OH 45342
937.449.1749 Office  
937.461.6888 Fax 
937.416.3456 Cell
Great People = Great Results
 
  

Please don't keep me a secret... a referral is the best compliment I can 
receive. 

Sent from Blackberry

Re: Single Sign-On (SiteMinder, Identity Manager)

[Danny Kellett]

In any instance you will have to create your own AREA plugin

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Axton
Sent: 04 March 2009 18:38
To: arslist@ARSLIST.ORG
Subject: Re: Single Sign-On (SiteMinder, Identity Manager)

 

** With the approach I took, yes.  Are there other approaches?  Yes.  Will
they require similar changes?  Probably.

Axton Grams

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.

On Wed, Mar 4, 2009 at 12:08 PM, Rodriguez, Rafael J x23718
 wrote:

** 

Thanks Axton, I will take a look at the docs you provided. So are you saying
that in order to use SiteMinder you have to develop a custom AREA plugin and
make changes to login.jsp on Mid-Tier. Please bare with me as this is my
first exposure to SSO with Mid-tier. 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Axton
Sent: Tuesday, March 03, 2009 3:44 PM


To: arslist@ARSLIST.ORG
Subject: Re: Single Sign-On (SiteMinder, Identity Manager)

 

** The Java System Solutions page on their sso plugin does the best job I've
found of illustrating how I've seen SSO implemented with the mid-tier.



http://www.javasystemsolutions.com/jss/ssoplugin
http://www.javasystemsolutions.com/img/diagram/ssoplugin-midtier.png

Not endorsing the product, as I've never used it, but there is a good
write-up/illustrations on the page.

It involves writing a custom AREA plug-in as well as customizations to
login.jsp and custom servlets on the mid-tier server.  There are BMC
whitepapers on the subject as well, though I have not used them as we
developed the sso solution using a 6.0.1 mid-tier server which did not have
the Authenticator hooks the newer versions of mid-tier have.

We can keep the discussion on the list; other people may have things to add
and things to gain through visibility into the discussion.

Axton Grams


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.

On Tue, Mar 3, 2009 at 9:42 AM, Rodriguez, Rafael J x23718
 wrote:

** 

Thanks Axton for the response. I'm aware that this would be a solution just
for Mid-Tier. Can you provide any documentation or direction on this?

 

If you would be willing we can have a brief discussion outside of the list?

 

Thanks

 

Rafael Rodriguez

Manager Midtier/Remedy Enterprise

Broadridge Financial Solutions Inc

201.714.3718

 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Axton
Sent: Tuesday, March 03, 2009 10:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: Single Sign-On (SiteMinder, Identity Manager)

** I have worked with SiteMinder sso integrations.  It was an sso solution
for the mid-tier; native clients still required a login.



Axton Grams

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.

On Tue, Mar 3, 2009 at 8:05 AM, Rodriguez, Rafael J x23718
 wrote:

Hello,

Just wanted to find out if anyone has utilized SiteMinder or Identity
Manager to implement Single Sign-On in there environment?

Any ideas are welcome

Thanks

My environment is:
IIS 6
Tomcat Servlet for Mid-Tier.
ARS 7.0.1 Patch 6
SQL 2000
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Workflow stops after exiting guide

[Dwayne Martin]

Dear List,

I have a long string of Active Links with “Public” permissions.  We’ve been 
running them for years with no problem.

I’ve added a new link in the middle of the sequence that calls a guide that 
calls additional links (all with “Public” permissions).

Now, if I log in with Administrator permissions and run the sequence, the 
system does what you would expect, namely run the link that calls the guide, 
exit the guide, then get on with the rest of the links.

BUT if I run the process as a test person without Administrator permissions, 
the system exits the guide, then stops.  The AL logging is identical up to 
exiting the guide,  but for Administrator it continues with the series of 
Active Links, while for the test user it shows “Stop active link processing - 
On Modify” even tho there are more links to run.

It has to be a permissions issue, but all the links have “Public” permissions 
and my test user has been running them for years.

Any ideas?

(ARS 7.1 p3, RH Linux server, Oracle 10.2 db)

Dwayne Martin
James Madison University

Re: ITSM individual assignment process by assigned group rather than by company?

[Muhlethaler, Laurie]

OK.  This does sound straight-forward enough.  I'll give it a whirl.
Doug - thank you so much -- if I get stuck, I may just contact you, if
you don't mind.  

Laurie Muhlethaler
First Republic Bank
Remedy Developer / Administrator
415.364.4436

On Wed, 4 Mar 2009 14:09:46 -0600, Doug Blair  wrote:

>Laurie,
>
>I think this is quite possible. We have some variations on the method
>of assignment here at Orbitz.
>
>First, the method of assignment (round robin, least recent, least
>loaded etc) is part of the rule, not part of the process. The process
>is made of a bunch of rules in a sorted order, and the first rule that
>produces an assignee is the one that is used.
>
>I elected not to disturb the out-of-the-box assignment definitions,
>and made a new one named Orbitz-Assignment-Custom.  This won't show up
>on the menus unless you enter it in CFG:AssignmentProcessMapping, but
>once you make one or more entries there the assignment process will be
>available on the rules configuration screen.  You don't have to make a
>new process - you can add your own rules to the existing processes if
>you want - but I don't think that's a Good Thing.
>
>For the next step, make sure you have a form or a join form that
>includes fields from People and support groups so you can find a
>person who is enabled in People, is a member of a support group, and
>has various roles in that group (Approver, CAB-Manager, etc). The
>roles part might not be necessary if you are just assigning
>implementers. CTM:Ppl Search-SupportGrpFuncR seems to have about all
>you'll need.  Note that there are two availability type fields in this
>- one for the people record and one for the team membership role.
>
>Next, I built rules which would work for individual teams.  These are
>things like
>
>$SupportGroup ID from request form$ = 'Support Group ID from
>assignment form' AND Profile Status = Enabled AND Assignment
>Availability = Yes and Assignment Availability 2 = Yes, plus whatever
>additional qualification you need to find the role you want,
>
>Give it a name and save the rule with the assignment method set to
>what you want - for example Round Robin.  Make three variations on
>this rule so you can use any of the methods for assignment.
>
>So far this looks like a normal OOB assignment rule.
>
>Prepend something like
>
>  $Assigned Group$ = "Service Desk" AND
>
>... to the qualification for the rule.  Now you have a rule which will
>work only for the service desk team in the Assigned group field on the
>request form, and they want to use Round Robin.
>
>take the Number variation of the rule, prepend something like
>
>$Assigned Group$ = "Network Team" AND
>
>and you have a new rule which will work only for the network team in
>assigned group, and uses a different load balancing method.
>
>Now go back to your process screen and create your new custom process,
>adding these two rules (and probably with some others too, to cover
>the cases where these two custom rules don't work).  Now you have a
>custom assignment process with special load balancing rules for two
>teams. There's no reason that you can't add other custom rules, or
>change the rule qualifications so that number or round robin will work
>for several different teams.
>
>THEN go back to your change or incident application rules screens and
>pick your custom processes as the assignment method for the different
>roles. It should take effect immediately.
>
>Laurie, I'm sorry if my explanation isn't concise - I'm between
>meetings and not at my desk - but I know you can do this and it's been
>a while since I brain-dumped!   Call/write/send pidgeon if you get
>stuck!
>
>Doug Blair
>
>
>
>
>On Mar 4, 2009, at 11:36 AM, Muhlethaler, Laurie wrote:
>
>> Anyone?
>>
>> Laurie Muhlethaler
>> First Republic Bank
>> Remedy Developer / Administrator
>> 415.364.4436
>>
>> -Original Message-
>> From: Muhlethaler, Laurie
>> Sent: Tuesday, March 03, 2009 1:23 PM
>> To: 'arsl...@listserv.rbugs.com'
>> Subject: RE: ITSM individual assignment process by assigned group
>> rather
>> than by company?
>>
>> Sorry to revisit but I had to sideline this issue for a while.  BMC
>> has
>> told me that without customization, I cannot route incidents at the
>> individual level for single-tenancy using different Assignment
>> Processes.  I would have to turn on the Assignment Engine Integration
>> and select ONE Assignment Process in the Configure Incident Rules
form
>> which all support groups would have to adhere to.  Yet some groups
>> want
>> to use Round Robin and others want to use Number.  Is that correct or
>> has someone else done this using the Assignment Engine Administration
>> console?  I find it hard to believe that this is such a unique
>> request
>>
>> Laurie Muhlethaler
>> First Republic Bank
>> Remedy Developer / Administrator
>> 415.364.4436
>>
>> -Original Message-
>> From: Muhlethaler, Laurie
>> Sent: Thursday, January 22, 2009 12:47 PM
>> To: arsl...@listserv.rbugs.com
>> Subjec

Re: Workflow stops after exiting guide

[Joe DeSouza]

Errors of any kind during the execution of one of the active links before the 
stop processing signal?

Joe





From: Dwayne Martin 
To: arslist@ARSLIST.ORG
Sent: Wednesday, March 4, 2009 4:33:05 PM
Subject: Workflow stops after exiting guide

Dear List,

I have a long string of Active Links with “Public” permissions.  We’ve been 
running them for years with no problem.

I’ve added a new link in the middle of the sequence that calls a guide that 
calls additional links (all with “Public” permissions).

Now, if I log in with Administrator permissions and run the sequence, the 
system does what you would expect, namely run the link that calls the guide, 
exit the guide, then get on with the rest of the links.

BUT if I run the process as a test person without Administrator permissions, 
the system exits the guide, then stops.  The AL logging is identical up to 
exiting the guide,  but for Administrator it continues with the series of 
Active Links, while for the test user it shows “Stop active link processing - 
On Modify” even tho there are more links to run.

It has to be a permissions issue, but all the links have “Public” permissions 
and my test user has been running them for years.

Any ideas?

(ARS 7.1 p3, RH Linux server, Oracle 10.2 db)

Dwayne Martin
James Madison University




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Server-Plugin-Alias

[Heanai]

Hello,

Quick question, where do i find the Server Plugin location to create an
Alias for it?
Thanks
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Re: Server-Plugin-Alias

[Joe DeSouza]

I think you need to manually input that in the ar.conf file (ar.cfg if your 
server is a windows server)

Joe





From: Heanai 
To: arslist@ARSLIST.ORG
Sent: Wednesday, March 4, 2009 4:59:05 PM
Subject: Server-Plugin-Alias

Hello,

Quick question, where do i find the Server Plugin location to create an Alias 
for it?
Thanks



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Re: Server-Plugin-Alias

[Heanai]

So i found two in a .def file inthe Plugins Folder:

1. Name:Configuration ARDBC ext-name:ARSYS.ARDBC.CONFIGFILE
2. Name:inetorgperson   ext-name:ARSYS.ARDBC.LDAP

Is there somewhere else i could find more, maybe in the user tool? 
I am looking at examples that other people have and they seem to have a lot
more than two?
Thanks,


Joe DeSouza wrote:
> 
> I think you need to manually input that in the ar.conf file (ar.cfg if
> your server is a windows server)
> 
> Joe
> 
> 
> 
> 
> 
> From: Heanai 
> To: arslist@ARSLIST.ORG
> Sent: Wednesday, March 4, 2009 4:59:05 PM
> Subject: Server-Plugin-Alias
> 
> Hello,
> 
> Quick question, where do i find the Server Plugin location to create an
> Alias for it?
> Thanks
> 
> 
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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>   
> 

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Re: Server-Plugin-Alias

[Joe DeSouza]

Both these forms get installed with the ARDBC plugin.. What do you want to do 
with them? Whats basically your question about them?

Joe




From: Heanai 
To: arslist@ARSLIST.ORG
Sent: Wednesday, March 4, 2009 5:35:53 PM
Subject: Re: Server-Plugin-Alias

So i found two in a .def file inthe Plugins Folder:

1. Name:Configuration ARDBC        ext-name:ARSYS.ARDBC.CONFIGFILE
2. Name:inetorgperson            ext-name:ARSYS.ARDBC.LDAP

Is there somewhere else i could find more, maybe in the user tool? 
I am looking at examples that other people have and they seem to have a lot 
more than two?
Thanks,


Joe DeSouza wrote:

I think you need to manually input that in the ar.conf file (ar.cfg if your 
server is a windows server)

Joe


From: Heanai 
To: arslist@ARSLIST.ORG
Sent: Wednesday, March 4, 2009 4:59:05 PM
Subject: Server-Plugin-Alias

Hello,

Quick question, where do i find the Server Plugin location to create an Alias 
for it?
Thanks




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Re: Server-Plugin-Alias

[Heanai]

I have servers configured in a Server Group. I am addin the
"Server-Plugin-Alias". To do this i need to find all the plugins Name. I
would like to know where can i do this? Is it in the user tool? Admin Tool?
An example of this would be:

Server-Plugin-Alias:   HostName:Plugin Port

which would be for the two that i have found:
Server-Plugin-Alias:ARSYS.ARDBC.CONFIGFILE ARSYS.ARDBC.CONFIGFILE
remedyServer:  
Server-Plugin-Alias:ARSYS.ARDBC.LDAP ARSYS.ARDBC.LDAP remedyServer:  

So my question is where can i find any more Plugin Names that i might need
to configure here.
Thanks


Joe DeSouza wrote:
> 
> Both these forms get installed with the ARDBC plugin.. What do you want to
> do with them? Whats basically your question about them?
> 
> Joe
> 
> 
> 
> 
> From: Heanai 
> To: arslist@ARSLIST.ORG
> Sent: Wednesday, March 4, 2009 5:35:53 PM
> Subject: Re: Server-Plugin-Alias
> 
> So i found two in a .def file inthe Plugins Folder:
> 
> 1. Name:Configuration ARDBC        ext-name:ARSYS.ARDBC.CONFIGFILE
> 2. Name:inetorgperson            ext-name:ARSYS.ARDBC.LDAP
> 
> Is there somewhere else i could find more, maybe in the user tool? 
> I am looking at examples that other people have and they seem to have a
> lot more than two?
> Thanks,
> 
> 
> Joe DeSouza wrote:
> 
> I think you need to manually input that in the ar.conf file (ar.cfg if
> your server is a windows server)
> 
> Joe
> 
> 
> From: Heanai 
> To: arslist@ARSLIST.ORG
> Sent: Wednesday, March 4, 2009 4:59:05 PM
> Subject: Server-Plugin-Alias
> 
> Hello,
> 
> Quick question, where do i find the Server Plugin location to create an
> Alias for it?
> Thanks
> 
> 
> 
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
> 

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Re: Server-Plugin-Alias

[Lyle Taylor]

If you turn on plugin logging, turn the logging level way up and restart your 
plugin server process, it will list the names of all the plugins that it loads 
in the log file.  You'll have to dig a bit to find them all, but they should 
all be there.

Lyle

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Heanai
Sent: Wednesday, March 04, 2009 4:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: Server-Plugin-Alias

I have servers configured in a Server Group. I am addin the
"Server-Plugin-Alias". To do this i need to find all the plugins Name. I
would like to know where can i do this? Is it in the user tool? Admin Tool?
An example of this would be:

Server-Plugin-Alias:   HostName:Plugin Port

which would be for the two that i have found:
Server-Plugin-Alias:ARSYS.ARDBC.CONFIGFILE ARSYS.ARDBC.CONFIGFILE
remedyServer:  
Server-Plugin-Alias:ARSYS.ARDBC.LDAP ARSYS.ARDBC.LDAP remedyServer:  

So my question is where can i find any more Plugin Names that i might need
to configure here.
Thanks


Joe DeSouza wrote:
> 
> Both these forms get installed with the ARDBC plugin.. What do you want to
> do with them? Whats basically your question about them?
> 
> Joe
> 
> 
> 
> 
> From: Heanai 
> To: arslist@ARSLIST.ORG
> Sent: Wednesday, March 4, 2009 5:35:53 PM
> Subject: Re: Server-Plugin-Alias
> 
> So i found two in a .def file inthe Plugins Folder:
> 
> 1. Name:Configuration ARDBC        ext-name:ARSYS.ARDBC.CONFIGFILE
> 2. Name:inetorgperson            ext-name:ARSYS.ARDBC.LDAP
> 
> Is there somewhere else i could find more, maybe in the user tool? 
> I am looking at examples that other people have and they seem to have a
> lot more than two?
> Thanks,
> 
> 
> Joe DeSouza wrote:
> 
> I think you need to manually input that in the ar.conf file (ar.cfg if
> your server is a windows server)
> 
> Joe
> 
> 
> From: Heanai 
> To: arslist@ARSLIST.ORG
> Sent: Wednesday, March 4, 2009 4:59:05 PM
> Subject: Server-Plugin-Alias
> 
> Hello,
> 
> Quick question, where do i find the Server Plugin location to create an
> Alias for it?
> Thanks
> 
> 
> 
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
> 

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 NOTICE: This email message is for the sole use of the intended recipient(s) 
and may contain confidential and privileged information. Any unauthorized 
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Re: Server-Plugin-Alias

[Heanai]

Lovely Thanks very much

Lyle Taylor wrote:
> 
> If you turn on plugin logging, turn the logging level way up and restart
> your plugin server process, it will list the names of all the plugins that
> it loads in the log file.  You'll have to dig a bit to find them all, but
> they should all be there.
> 
> Lyle
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Heanai
> Sent: Wednesday, March 04, 2009 4:26 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Server-Plugin-Alias
> 
> I have servers configured in a Server Group. I am addin the
> "Server-Plugin-Alias". To do this i need to find all the plugins Name. I
> would like to know where can i do this? Is it in the user tool? Admin
> Tool?
> An example of this would be:
> 
> Server-Plugin-Alias:   HostName:Plugin
> Port
> 
> which would be for the two that i have found:
> Server-Plugin-Alias:ARSYS.ARDBC.CONFIGFILE ARSYS.ARDBC.CONFIGFILE
> remedyServer:  
> Server-Plugin-Alias:ARSYS.ARDBC.LDAP ARSYS.ARDBC.LDAP remedyServer:  
> 
> So my question is where can i find any more Plugin Names that i might need
> to configure here.
> Thanks
> 
> 
> Joe DeSouza wrote:
>> 
>> Both these forms get installed with the ARDBC plugin.. What do you want
>> to
>> do with them? Whats basically your question about them?
>> 
>> Joe
>> 
>> 
>> 
>> 
>> From: Heanai 
>> To: arslist@ARSLIST.ORG
>> Sent: Wednesday, March 4, 2009 5:35:53 PM
>> Subject: Re: Server-Plugin-Alias
>> 
>> So i found two in a .def file inthe Plugins Folder:
>> 
>> 1. Name:Configuration ARDBC        ext-name:ARSYS.ARDBC.CONFIGFILE
>> 2. Name:inetorgperson            ext-name:ARSYS.ARDBC.LDAP
>> 
>> Is there somewhere else i could find more, maybe in the user tool? 
>> I am looking at examples that other people have and they seem to have a
>> lot more than two?
>> Thanks,
>> 
>> 
>> Joe DeSouza wrote:
>> 
>> I think you need to manually input that in the ar.conf file (ar.cfg if
>> your server is a windows server)
>> 
>> Joe
>> 
>> 
>> From: Heanai 
>> To: arslist@ARSLIST.ORG
>> Sent: Wednesday, March 4, 2009 4:59:05 PM
>> Subject: Server-Plugin-Alias
>> 
>> Hello,
>> 
>> Quick question, where do i find the Server Plugin location to create an
>> Alias for it?
>> Thanks
>> 
>> 
>> 
>> 
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Re: Server-Plugin-Alias

[Sabyson Fernandes]

There is a KB for setting server-plugin-alias values. The KB ID is 
KM-10021221. Below is an extract from the KB

+++

The following is a working list of plugins and their corresponding plugin names 
as they appear in the ar.cfg file. The plugin name can be found in the 
arplugin.log file. If this log is enabled at the time the Remedy Action Request 
Server is started or restarted, it will show the name of each plugin that it 
loads. Note:  This list is subject to change. Customers can develop custom 
plugins and new product releases can also use plugins. In the case of the 
"libcmdbconsolefilterapi20.dll" plugin below, the default location is shown. 
This path may vary depending on where the application was installed.

 
The order of this list of plugin dlls matches the order of the plugin names 
below.
 
Plugin: arapprove.dll
Plugin: WebService.dll
Plugin: arealdap.dll
Plugin: ardbcldap.dll
Plugin: ardbcconf.dll
Plugin: FlashboardObject.dll
Plugin: ServerAdmin.dll
Plugin: reportplugin.dll
Plugin: "C:\Program Files\AR System Applications\\BMC Atrium 
CMDB\server\bin\libcmdbconsolefilterapi20.dll"
Plugin: ardbcQuery.dll
Plugin: arfcbdata.dll 
Plugin: caieventcmd.dll 
Plugin: omfobjiefilapi.dll
Plugin: arfslasetup.dll 
 
Server-Plugin-Alias: ARSYS.ARDBC.PREVIEW ARSYS.ARDBC.PREVIEW :
Server-Plugin-Alias: ARSYS.ARF.WEBSERVICE ARSYS.ARF.WEBSERVICE 
:
Server-Plugin-Alias: AREA AREA :
Server-Plugin-Alias: ARSYS.ARDBC.LDAP ARSYS.ARDBC.LDAP :
Server-Plugin-Alias: ARSYS.ARDBC.CONFIGFILE ARSYS.ARDBC.CONFIGFILE 
:
Server-Plugin-Alias: REMEDY.ARDBC.FLASHBOARD.FORM REMEDY.ARDBC.FLASHBOARD.FORM 
:
Server-Plugin-Alias: REMEDY.ARDBC.SERVER.ADMINISTRATION 
REMEDY.ARDBC.SERVER.ADMINISTRATION :
Server-Plugin-Alias: ARSYS.ARDBC.REPORT ARSYS.ARDBC.REPORT :
Server-Plugin-Alias: BMC.ARF.CMDBCONSOLE BMC.ARF.CMDBCONSOLE :
Server-Plugin-Alias: REMEDY.ARDBC.APPQUERY REMEDY.ARDBC.APPQUERY 
:
Server-Plugin-Alias: REMEDY.ARF.CBDATA REMEDY.ARF.CBDATA :
Server-Plugin-Alias: REMEDY.ARF.CAI REMEDY.ARF.CAI :
Server-Plugin-Alias: REMEDY.ARF.OMFOBJIE REMEDY.ARF.OMFOBJIE :
Server-Plugin-Alias: REMEDY.ARF.SLASETUP REMEDY.ARF.SLASETUP :

+++

Saby


--- On Wed, 3/4/09, Heanai  wrote:

> From: Heanai 
> Subject: Re: Server-Plugin-Alias
> To: arslist@ARSLIST.ORG
> Date: Wednesday, March 4, 2009, 11:51 PM
> Lovely Thanks very much
> 
> Lyle Taylor wrote:
> > 
> > If you turn on plugin logging, turn the logging level
> way up and restart
> > your plugin server process, it will list the names of
> all the plugins that
> > it loads in the log file.  You'll have to dig a
> bit to find them all, but
> > they should all be there.
> > 
> > Lyle
> > 
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:arsl...@arslist.org] On Behalf Of Heanai
> > Sent: Wednesday, March 04, 2009 4:26 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Server-Plugin-Alias
> > 
> > I have servers configured in a Server Group. I am
> addin the
> > "Server-Plugin-Alias". To do this i need to
> find all the plugins Name. I
> > would like to know where can i do this? Is it in the
> user tool? Admin
> > Tool?
> > An example of this would be:
> > 
> > Server-Plugin-Alias: 
>  HostName:Plugin
> > Port
> > 
> > which would be for the two that i have found:
> > Server-Plugin-Alias:ARSYS.ARDBC.CONFIGFILE
> ARSYS.ARDBC.CONFIGFILE
> > remedyServer:  
> > Server-Plugin-Alias:ARSYS.ARDBC.LDAP ARSYS.ARDBC.LDAP
> remedyServer:  
> > 
> > So my question is where can i find any more Plugin
> Names that i might need
> > to configure here.
> > Thanks
> > 
> > 
> > Joe DeSouza wrote:
> >> 
> >> Both these forms get installed with the ARDBC
> plugin.. What do you want
> >> to
> >> do with them? Whats basically your question about
> them?
> >> 
> >> Joe
> >> 
> >> 
> >> 
> >> 
> >> From: Heanai 
> >> To: arslist@ARSLIST.ORG
> >> Sent: Wednesday, March 4, 2009 5:35:53 PM
> >> Subject: Re: Server-Plugin-Alias
> >> 
> >> So i found two in a .def file inthe Plugins
> Folder:
> >> 
> >> 1. Name:Configuration ARDBC       
> ext-name:ARSYS.ARDBC.CONFIGFILE
> >> 2. Name:inetorgperson           
> ext-name:ARSYS.ARDBC.LDAP
> >> 
> >> Is there somewhere else i could find more, maybe
> in the user tool? 
> >> I am looking at examples that other people have
> and they seem to have a
> >> lot more than two?
> >> Thanks,
> >> 
> >> 
> >> Joe DeSouza wrote:
> >> 
> >> I think you need to manually input that in the
> ar.conf file (ar.cfg if
> >> your server is a windows server)
> >> 
> >> Joe
> >> 
> >> 
> >> From: Heanai 
> >> To: arslist@ARSLIST.ORG
> >> Sent: Wednesday, March 4, 2009 4:59:05 PM
> >> Subject: Server-Plugin-Alias
> >> 
> >> Hello,
> >> 
> >> Quick question, where do i find the Server Plugin
> location to create an
> >> Alias for it?
> >> Thanks
>

JOB: Contract to Perm position midtown Manhattan - onsite (local candidates only)

[Wish, Melissa]

Hi everyone,

 

We have a contract to perm opportunity at one of our clients in midtown
Manhattan.  The contract portion of this position will go until at least
the end of the year and then the goal is to move permanent at that
point. If the client cannot get approval to hire perm, they will keep
the individual as a contractor until they receive approval  to hire for
a permanent position.   Once permanent, this position comes with a very
generous benefits and vacation package. If you are interested, please
email me your resume as a MS Word document, rate/salary range, as well
as a good time to talk with you. Only  appropriate candidates will be
contacted.

 

No recruiters please. Local candidates only. This is an onsite position.


 

Required Experience

Action Request System (ARS) v7 

In place

ITSM: Service Desk

Currently upgrading from v6 to v7

ITSM: Asset Management

Currently upgrading from v6 to v7

ITSM: Change Management

Being introduced as part upgrade

Configuration Management Database (CMDB)

Currently upgrading from v2.01 to v2.1

New Applications Purchased -Preferred Experience

Discovery Solution: Foundation Discovery

Discovery Solution: Topology Discovery

Service Request Management

AlarmPoint Professional

Service Level Management

BMC Dashboards

BMC Analytics

ITBM Suite: Project Portfolio Management

ITBM Suite: Human Capital Management

Best Practice/General Experience

ITIL v2 or v3 Experience/Exposure

Understanding of BMC Business Service Management Concepts

Team Leadership

Solid experience leading a technical team in all phases of planning,
development, release and support. Excellent interpersonal skills and
ability to coordinate team activity and projects.

Customer Service Skills

 Demonstrated ability to engage productively with customers/users in all
situations, including service/support/training scenarios, requirements
gathering, design and data workshops, etc.

On-call support availability and occasional after-hours implementation
work required.

 

 

Melissa Wish 
Column Technologies, Inc. 
Email: mw...@columnit.com   
www.columnit.com   

BMC Elite Solution Partner

BMC BSM Certified Partner

BMC Americas & Worldwide Top Solution Provider, 2007

VARBusiness- North America's Largest 500 IT Solution Providers, 2007

 


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ITSM 6.0 SLA Milestone Question - Custom Qualification

[Leonard Neely - FOJ]

Hi Listers,

This one is for all you SLA 6.x specialist still lurking out there (and I
know you're there).

AR Server: 6.3 (Patch 24)
OS: Windows 2003
DB: SQL 2000
Apps: Incident, SLA 6.0 (p1537)

Has anyone heard of an issue with creating Milestones using a Custom
Qualification for the "Execute When" condition?

Problem:
When creating a "Percentage Of Goal" Milestone, there is a "
zSLAGen:tad..."filter that get created that fires on Modify against the
"SLA:Rule Event Occurrences" form.  This filter updates a hidden (Display
Only) field on the related Incident record, which in turn determines if the
milestone actions need to be executed. The record in "SLA:Rule Event
Occurrences" is kicked off by the "SLA:TAD_Polling Escalation" escalation
which runs every 5 mins by default.

However, when creating a "Custom Qualification" Milestone, the "
zSLAGen:tad..." filters do not get created. Only the " zSLAGen:SLA..."
filters get created against HPD:HelpDesk (Execute On Modify).  The related
milestone action will fire if a modification is made to the helpdesk record,
but is not kicked off by the escalation.  That means that potentially (and
likely) an incident could get created with a 30 minute response time and not
touched for, say 3 days, and not SLA Milestone actions would occur
unless/until someone physically made a modification to the ticket.

Has anyone seen this?

Thanks,

Leonard Neely
Column Technologies

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Re: Workflow stops after exiting guide

[Shafqat Ayaz]

Dwayne
two things come to mind, firstly what happens if you disable the Active link 
that you have added?
secondly there isn't a Goto lurking somewhere there is there?

thanks

shafqat


--- On Wed, 3/4/09, Dwayne Martin  wrote:

> From: Dwayne Martin 
> Subject: Workflow stops after exiting guide
> To: arslist@ARSLIST.ORG
> Date: Wednesday, March 4, 2009, 9:33 PM
> Dear List,
> 
> I have a long string of Active Links with “Public”
> permissions.  We’ve been running them for years with no
> problem.
> 
> I’ve added a new link in the middle of the sequence that
> calls a guide that calls additional links (all with
> “Public” permissions).
> 
> Now, if I log in with Administrator permissions and run the
> sequence, the system does what you would expect, namely run
> the link that calls the guide, exit the guide, then get on
> with the rest of the links.
> 
> BUT if I run the process as a test person without
> Administrator permissions, the system exits the guide, then
> stops.  The AL logging is identical up to exiting the guide,
>  but for Administrator it continues with the series of
> Active Links, while for the test user it shows “Stop
> active link processing - On Modify” even tho there are
> more links to run.
> 
> It has to be a permissions issue, but all the links have
> “Public” permissions and my test user has been running
> them for years.
> 
> Any ideas?
> 
> (ARS 7.1 p3, RH Linux server, Oracle 10.2 db)
> 
> Dwayne Martin
> James Madison University




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