Re: Lost Ports and Queues

[Rick Westbrock]

I have increased the max thread counts but the attached GIF should give
you the RPC numbers you need. I am running 7.0.1 p6 on Windows.


-Rick

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Chris Danaceau
Sent: Friday, April 10, 2009 2:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: Lost Ports and Queues

Ouch!   Was it a default setup?   That's an editable table so I wonder
if you could just add the necessary records back in.   I'm sure someone
could send you a snapshot.   I would but I'm home sick today - no Remedy
server access.
 
--
Chris Danaceau
AttivaSoft Solutions Architect



From: Action Request System discussion list(ARSList) on behalf of bruce
sisk
Sent: Fri 4/10/2009 4:57 PM
To: arslist@ARSLIST.ORG
Subject: Lost Ports and Queues



Hello,

Was just in the Admin Console on the Ports and Queues tab and right
clicked the table field and hit Clear Table.

This has the effect of clearing the table and removing your queues from
the table field AND the ar.cfg file.  They aren't in the ar.cfg file
anymore.

Has anyone else seen this??  Anyone know how to get them back??  Is this
an Easter egg??

Windows 2003 Server
Oracle 10g DB
ARS 7.1.0 Patch 6

Bruce Sisk
BFS Enterprise


PeoplePC Online
A better way to Internet
http://www.peoplepc.com  


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Re: Upgrading to SQL 2005

[Jason]

**
Check to make sure the DBA's didn't change SQL to Windows only authentication. If they did, you need to change the dbo to the windows account that you use to start the remedy application service.



From: "Rodriguez, Rafael J x23718" To: arslist@ARSLIST.ORGSent: Saturday, April 11, 2009 1:25:21 AMSubject: Re: Upgrading to SQL 2005** 
FYI, the DBAs ran the upgrade this past week and now we get the following error when starting Remedy
 
Fri Apr 10 18:11:41 2009  390695 : Unable to extract minor version from Java VM version string: 10.0-b23 (ARERR 9130)Fri Apr 10 18:11:41 2009  390600 : Failure during SQL operation to the database (ARERR 552)Fri Apr 10 18:11:41 2009 Login failed for user 'ARAdmin'. (SQL Server 18456)Fri Apr 10 18:11:41 2009  390600 : Failure while trying to connect to the SQL database.Please ensure the SQL database is running or contact the Database Administrator for help (ARERR 550)Fri Apr 10 18:11:41 2009 Login failed for user 'ARAdmin'. (SQL Server 18456)Fri Apr 10 18:11:41 2009  390600 : Cannot initialize contact with SQL database (ARERR 551)Fri Apr 10 18:11:41 2009 Stop serverFri Apr 10 18:11:41 2009  390600 : AR System server terminated -- fatal
 error encountered (ARNOTE 21)
Any idea why?
 
Thanks


From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of LJ LongwingSent: Monday, April 06, 2009 9:06 AMTo: arslist@ARSLIST.ORGSubject: Re: Upgrading to SQL 2005
** 
Rafael,
We are actually undergoing that upgrade at the moment without issue.  Remedy doesn't seem to notice a change at all...


From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rodriguez, Rafael J x23718Sent: Saturday, April 04, 2009 9:27 AMTo: arslist@ARSLIST.ORGSubject: Upgrading to SQL 2005
** 
Hello, just wanted to see if any has encountered any issues upgrading the backend SQL server from SQL 2000 to SQL 2005?
 
My environment is:
ARS 7.0.1 Patch 6 in a server group environment.
WIN 2003 Server
Remote SQL 2000 Clustered Servers
 
Also, does remedy need to be re-installed after the upgrade?
 
Thanks in advance!
 
Rafael Rodriguez|Manager Remedy/Mid-Tier Enterprise|Broadridge Financial Solutions
2 Journal Square Plaza|Jersey City, NJ 07306| 201.714.3718 p

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Re: Upgrading to SQL 2005

[Rodriguez, Rafael J x23718]

FYI, the DBAs ran the upgrade this past week and now we get the
following error when starting Remedy
 
Fri Apr 10 18:11:41 2009  390695 : Unable to extract minor version from
Java VM version string: 10.0-b23 (ARERR 9130)
Fri Apr 10 18:11:41 2009  390600 : Failure during SQL operation to the
database (ARERR 552)
Fri Apr 10 18:11:41 2009 Login failed for user 'ARAdmin'. (SQL
Server 18456)
Fri Apr 10 18:11:41 2009  390600 : Failure while trying to connect to
the SQL database.
Please ensure the SQL database is running or contact the Database
Administrator for help (ARERR 550)
Fri Apr 10 18:11:41 2009 Login failed for user 'ARAdmin'. (SQL
Server 18456)
Fri Apr 10 18:11:41 2009  390600 : Cannot initialize contact with SQL
database (ARERR 551)
Fri Apr 10 18:11:41 2009 Stop server
Fri Apr 10 18:11:41 2009  390600 : AR System server terminated -- fatal
error encountered (ARNOTE 21)

Any idea why?
 
Thanks



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Monday, April 06, 2009 9:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: Upgrading to SQL 2005


** 
Rafael,
We are actually undergoing that upgrade at the moment without issue.
Remedy doesn't seem to notice a change at all...



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rodriguez, Rafael J x23718
Sent: Saturday, April 04, 2009 9:27 AM
To: arslist@ARSLIST.ORG
Subject: Upgrading to SQL 2005


** 
Hello, just wanted to see if any has encountered any issues upgrading
the backend SQL server from SQL 2000 to SQL 2005?
 
My environment is:
ARS 7.0.1 Patch 6 in a server group environment.
WIN 2003 Server
Remote SQL 2000 Clustered Servers
 
Also, does remedy need to be re-installed after the upgrade?
 
Thanks in advance!
 

Rafael Rodriguez|Manager Remedy/Mid-Tier Enterprise|Broadridge Financial
Solutions

2 Journal Square Plaza|Jersey City, NJ 07306| 201.714.3718 p

 
 
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 
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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 
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Re: Lost Ports and Queues

[Chris Danaceau]

Ouch!   Was it a default setup?   That's an editable table so I wonder if you 
could just add the necessary records back in.   I'm sure someone could send you 
a snapshot.   I would but I'm home sick today - no Remedy server access.
 
-- 
Chris Danaceau
AttivaSoft Solutions Architect



From: Action Request System discussion list(ARSList) on behalf of bruce sisk
Sent: Fri 4/10/2009 4:57 PM
To: arslist@ARSLIST.ORG
Subject: Lost Ports and Queues



Hello,

Was just in the Admin Console on the Ports and Queues tab and right clicked the 
table field and hit Clear Table.

This has the effect of clearing the table and removing your queues from the 
table field AND the ar.cfg file.  They aren't in the ar.cfg file anymore.

Has anyone else seen this??  Anyone know how to get them back??  Is this an 
Easter egg??

Windows 2003 Server
Oracle 10g DB
ARS 7.1.0 Patch 6

Bruce Sisk
BFS Enterprise


PeoplePC Online
A better way to Internet
http://www.peoplepc.com  

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Lost Ports and Queues

[bruce sisk]

Hello,

Was just in the Admin Console on the Ports and Queues tab and right clicked the 
table field and hit Clear Table.

This has the effect of clearing the table and removing your queues from the 
table field AND the ar.cfg file.  They aren't in the ar.cfg file anymore.

Has anyone else seen this??  Anyone know how to get them back??  Is this an 
Easter egg??

Windows 2003 Server
Oracle 10g DB
ARS 7.1.0 Patch 6

Bruce Sisk
BFS Enterprise


PeoplePC Online
A better way to Internet
http://www.peoplepc.com

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Re: Friday Humor (U)

[Darrell Reading]

LOL!  That was great!!!
 

Darrell Reading Systems Engineer 
Phone 479.204.5739 
dere...@wal-mart.com 

Wal-Mart Stores, Inc. 
805 Moberly Lane, MS-0560-68 
Bentonville, AR 72716 
Save Money. Live Better 

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Juan Ingles
Sent: Friday, April 10, 2009 13:00
To: arslist@ARSLIST.ORG
Subject: Re: Friday Humor (U)


** While skinks can be found alone or in pairs, they don't like to use
the stairs. 
They'd rather just walk down the wall... or is that geicos?

Happy Friday,
Juan


On Fri, Apr 10, 2009 at 7:36 AM, Darrell Reading
 wrote:


See attached for differences between a skink and a slinky.



Darrell Reading Systems Engineer
Phone 479.204.5739
dere...@wal-mart.com

Wal-Mart Stores, Inc.
805 Moberly Lane, MS-0560-68
Bentonville, AR 72716
Save Money. Live Better


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Nicky Madjarov
Sent: Friday, April 10, 2009 09:30
To: arslist@ARSLIST.ORG
Subject: Re: Friday Humor (U)

you miss the DISCLAIMER, that all this is performed by highly
trained,
skilled  professionals and you sould not try to do any of it on
your own

because of the potencial serious injuries or death, esspecially
if you
try
the skink thing ...


Regards,

Nicky Madjarov
phone: 973-202-4278
Find out how to bust your AR System performance @
http://www.SpeedUpARS.com
- Original Message -
From: "Hennigan, Sandra H CTR OSD-CIO"

Newsgroups: public.remedy.arsystem.general
To: 
Sent: Friday, April 10, 2009 10:21 AM
Subject: OT: Friday Humor (U)


UNCLASSIFIED

AMAZINGLY SIMPLE HOME REMEDIES

Avoid cutting yourself when slicing vegetables by getting
someone else
to hold them while you chop.

Avoid arguments with the Mrs. about lifting the toilet seat by
using the
sink.

For high blood pressure sufferers: simply cut yourself and bleed
for a
few minutes, thus reducing the pressure in your veins.
Remember to use a timer.

A mouse trap, placed on top of your alarm clock, will prevent
you from
rolling over and going back to sleep after you hit the snooze
button.

If you have a bad cough, take a large dose of laxatives; then
you'll be
afraid to cough.

You only need two tools in life - WD-40 and Duct Tape. If it
doesn't
move and should, use the WD-40. If it shouldn't move and does,
use
the duct tape.

Remember: Everyone seems normal until you get to know them.

If you can't fix it with a hammer, you've got an electrical
problem.

Daily Thought:
SOME PEOPLE ARE LIKE SLINKIES; NOT REALLY GOOD FOR ANYTHING BUT
THEY
BRING A SMILE TO YOUR FACE WHEN PUSHED DOWN THE STAIRS

Sandra Hennigan

Remedy Developer



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-

**
This email and any files transmitted with it are confidential
and
intended solely for the individual or entity to whom they are
addressed. If you have received this email in error destroy it
immediately.

**
Wal-Mart Confidential

**





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Re: Friday Humor (U)

[Juan Ingles]

While skinks can be found alone or in pairs, they don't like to use the
stairs.
They'd rather just walk down the wall... or is that geicos?

Happy Friday,
Juan

On Fri, Apr 10, 2009 at 7:36 AM, Darrell Reading <
darrell.reading...@wal-mart.com> wrote:

> See attached for differences between a skink and a slinky.
>
>
>
> Darrell Reading Systems Engineer
> Phone 479.204.5739
> dere...@wal-mart.com
>
> Wal-Mart Stores, Inc.
> 805 Moberly Lane, MS-0560-68
> Bentonville, AR 72716
> Save Money. Live Better
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Nicky Madjarov
> Sent: Friday, April 10, 2009 09:30
> To: arslist@ARSLIST.ORG
> Subject: Re: Friday Humor (U)
>
> you miss the DISCLAIMER, that all this is performed by highly trained,
> skilled  professionals and you sould not try to do any of it on your own
>
> because of the potencial serious injuries or death, esspecially if you
> try
> the skink thing ...
>
>
> Regards,
>
> Nicky Madjarov
> phone: 973-202-4278
> Find out how to bust your AR System performance @
> http://www.SpeedUpARS.com
> - Original Message -
> From: "Hennigan, Sandra H CTR OSD-CIO" 
> Newsgroups: public.remedy.arsystem.general
> To: 
> Sent: Friday, April 10, 2009 10:21 AM
> Subject: OT: Friday Humor (U)
>
>
> UNCLASSIFIED
>
> AMAZINGLY SIMPLE HOME REMEDIES
>
> Avoid cutting yourself when slicing vegetables by getting someone else
> to hold them while you chop.
>
> Avoid arguments with the Mrs. about lifting the toilet seat by using the
> sink.
>
> For high blood pressure sufferers: simply cut yourself and bleed for a
> few minutes, thus reducing the pressure in your veins.
> Remember to use a timer.
>
> A mouse trap, placed on top of your alarm clock, will prevent you from
> rolling over and going back to sleep after you hit the snooze
> button.
>
> If you have a bad cough, take a large dose of laxatives; then you'll be
> afraid to cough.
>
> You only need two tools in life - WD-40 and Duct Tape. If it doesn't
> move and should, use the WD-40. If it shouldn't move and does, use
> the duct tape.
>
> Remember: Everyone seems normal until you get to know them.
>
> If you can't fix it with a hammer, you've got an electrical problem.
>
> Daily Thought:
> SOME PEOPLE ARE LIKE SLINKIES; NOT REALLY GOOD FOR ANYTHING BUT THEY
> BRING A SMILE TO YOUR FACE WHEN PUSHED DOWN THE STAIRS
>
> Sandra Hennigan
>
> Remedy Developer
>
> 
> ___
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> Platinum 
> Sponsor:rmisoluti...@verizon.netARSlist: 
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> Are"
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> Sponsor:rmisoluti...@verizon.netARSlist: 
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> Are"
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>
>
> -
> **
> This email and any files transmitted with it are confidential and
> intended solely for the individual or entity to whom they are
> addressed. If you have received this email in error destroy it
> immediately.
> **
> Wal-Mart Confidential
> **
>
>
>
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> Sponsor:rmisoluti...@verizon.netARSlist: 
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AUTO: Gary A Roach/K-CORP/KMT/KMT is out of the office. (returning 04/20/2009)

[Gary Roach]

I am out of the office until 04/20/2009.

I will be out of the office starting April 13, 2009, and will not return
until April 20, 2009.
I will not have access to email or voice mail.  In case of emergency,
please contact the  Global Support Center. Otherwise, I will respond
when I return to the office.  Thank you.



Note: This is an automated response to your message  "Re: import
Templates?" sent on 4/10/2009 9:29:31 AM.

This is the only notification you will receive while this person is away.
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Re: NWRUG Meeting April 27th

[Geoffrey Endresen]

It will be great to see everyone again !


On 4/9/09, Rick Cook  wrote:
> I forgot to mention that RSVPs should go to me at remedyr...@gmail.com.
> They will be very appreciated so that we know how much lunch to provide.
>
> Rick
> On Wed, Apr 8, 2009 at 5:08 PM, Rick Cook  wrote:
>
>> Attention NWRUG members:  we will be holding our initial NWRUG meeting of
>> 2009 on Monday, April 27 from noon to about 4:00 pm. Amazon.com in
>> downtown
>> Seattle has graciously volunteered to host this event.
>>
>>
>>
>> Lunch and soft drinks will be served, and there will be door prizes for
>> those attending.  I.T. Prophets, a BMC partner, will be sponsoring the
>> meeting.  We hope to see you all there!
>>
>> Our agenda:
>>
>> 12:00: Lunch and catching up.
>>
>> 1:00 Lee Cullom, IT Prophets, will show the new AR System 7.5 Developer
>> Studio and ITSM 7.5.
>>
>> 2:30 Amazon.com will show something cool they’re working on.
>>
>> 3:30 Hot topics and Q&A
>>
>>
>> Shoot any questions to me.
>>
>>
>> Rick Cook
>>
>
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>

-- 
Sent from my mobile device

-Geoff Endresen
Amazon.com

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Re: import Templates?

[strauss]

We have been using the Data Management tool version 9005 (9003 was barely 
usable) on a patch 007 system successfully since last September.  We installed 
it over the 9003 forms and workflow.  We primarily use it to restructure 
companies, groups, and support staff and their related records as 
organizational changes take place, so we have not tried importing templates.  
Since it was released June/July 2008 at the same time as ITSM Patch 008, it 
would have been developed against Patch 007.  I haven’t seen anything to 
indicate a prerequisite of later ITSM patches.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Pat Zandi
Sent: Friday, April 10, 2009 8:30 AM
To: arslist@ARSLIST.ORG
Subject: Re: import Templates?

**
I have been told if you use the data management tool. You have to be on patch 
008/009 of item. Which can be a challenge.


Sent from my iPhone

On Apr 9, 2009, at 5:20 PM, Julie L Kanakanui JLKANAKA 
mailto:julie_kanaka...@uncg.edu>> wrote:
**
Well, its good to know that it CAN be done, somehow...  !  We didn't attempt to 
use Data Management tool for this (which we have used for Foundation data), 
just the regular Remedy Import tool.  The problem we are seeing is that the 
template records that were created via import do not show up in the Incident 
Template Selection form in App Admin, only the templates that were created via 
App Admin show there.  Of course we could have missed mapping a field here or 
there, but nothing so far is obviously "off".

Thanks,
Julie


Rick Cook mailto:remedyr...@gmail.com>>
Sent by: "Action Request System discussion list(ARSList)" 
mailto:arslist@ARSLIST.ORG>>

04/09/2009 05:11 PM
Please respond to
arslist@ARSLIST.ORG


To

arslist@ARSLIST.ORG

cc

Subject

Re: import Templates?







**
Julie, I know that this can be done, because I've done it.  Unfortunately, it's 
been a over a year ago, so I can't remember the specifics of HOW I did it, and 
I don't have the code.  You might check to see if the Data Loader utility does 
that, and Effective Technologies has a Datalink application that might, too.

What kind of problems are you seeing?

Rick
On Thu, Apr 9, 2009 at 1:59 PM, Julie L Kanakanui JLKANAKA 
mailto:julie_kanaka...@uncg.edu>> wrote:
**
Hello,

For the Remedy 7.1 environment we are in process of building, we have a 
spreadsheet of template data (100+ records) that includes the data to populate 
Incident Templates.  In attempt to avoid manual entry of this info via App 
Admin Console, we thought we'd try doing an import of this information into 
HPD:Template.So far, mixed results.. just wondering if anyone else has 
done this? And/or if anyone knows if this is just something that should NOT be 
attempted... (needs to be done manually in App Admin).

Thanks for any advice!

Julie Kanakanui _Platinum Sponsor: 
rmisoluti...@verizon.net ARSlist: "Where the 
Answers Are"_

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ARSlist: "Where the Answers Are"_
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ARSlist: "Where the Answers Are"_
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Re: Friday Humor (U)

[Darrell Reading]

See attached for differences between a skink and a slinky.
 


Darrell Reading Systems Engineer
Phone 479.204.5739
dere...@wal-mart.com

Wal-Mart Stores, Inc.
805 Moberly Lane, MS-0560-68
Bentonville, AR 72716
Save Money. Live Better

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Nicky Madjarov
Sent: Friday, April 10, 2009 09:30
To: arslist@ARSLIST.ORG
Subject: Re: Friday Humor (U)

you miss the DISCLAIMER, that all this is performed by highly trained, 
skilled  professionals and you sould not try to do any of it on your own

because of the potencial serious injuries or death, esspecially if you
try 
the skink thing ...


Regards,

Nicky Madjarov
phone: 973-202-4278
Find out how to bust your AR System performance @
http://www.SpeedUpARS.com
- Original Message - 
From: "Hennigan, Sandra H CTR OSD-CIO" 
Newsgroups: public.remedy.arsystem.general
To: 
Sent: Friday, April 10, 2009 10:21 AM
Subject: OT: Friday Humor (U)


UNCLASSIFIED

AMAZINGLY SIMPLE HOME REMEDIES

Avoid cutting yourself when slicing vegetables by getting someone else
to hold them while you chop.

Avoid arguments with the Mrs. about lifting the toilet seat by using the
sink.

For high blood pressure sufferers: simply cut yourself and bleed for a
few minutes, thus reducing the pressure in your veins.
Remember to use a timer.

A mouse trap, placed on top of your alarm clock, will prevent you from
rolling over and going back to sleep after you hit the snooze
button.

If you have a bad cough, take a large dose of laxatives; then you'll be
afraid to cough.

You only need two tools in life - WD-40 and Duct Tape. If it doesn't
move and should, use the WD-40. If it shouldn't move and does, use
the duct tape.

Remember: Everyone seems normal until you get to know them.

If you can't fix it with a hammer, you've got an electrical problem.

Daily Thought:
SOME PEOPLE ARE LIKE SLINKIES; NOT REALLY GOOD FOR ANYTHING BUT THEY
BRING A SMILE TO YOUR FACE WHEN PUSHED DOWN THE STAIRS

Sandra Hennigan

Remedy Developer


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-
**
This email and any files transmitted with it are confidential and
intended solely for the individual or entity to whom they are
addressed. If you have received this email in error destroy it
immediately.
**
Wal-Mart Confidential
**


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Re: Friday Humor (U)

[Nicky Madjarov]

you miss the DISCLAIMER, that all this is performed by highly trained, 
skilled  professionals and you sould not try to do any of it on your own 
because of the potencial serious injuries or death, esspecially if you try 
the skink thing ...



Regards,

Nicky Madjarov
phone: 973-202-4278
Find out how to bust your AR System performance @
http://www.SpeedUpARS.com
- Original Message - 
From: "Hennigan, Sandra H CTR OSD-CIO" 

Newsgroups: public.remedy.arsystem.general
To: 
Sent: Friday, April 10, 2009 10:21 AM
Subject: OT: Friday Humor (U)


UNCLASSIFIED

AMAZINGLY SIMPLE HOME REMEDIES

Avoid cutting yourself when slicing vegetables by getting someone else
to hold them while you chop.

Avoid arguments with the Mrs. about lifting the toilet seat by using the
sink.

For high blood pressure sufferers: simply cut yourself and bleed for a
few minutes, thus reducing the pressure in your veins.
Remember to use a timer.

A mouse trap, placed on top of your alarm clock, will prevent you from
rolling over and going back to sleep after you hit the snooze
button.

If you have a bad cough, take a large dose of laxatives; then you'll be
afraid to cough.

You only need two tools in life - WD-40 and Duct Tape. If it doesn't
move and should, use the WD-40. If it shouldn't move and does, use
the duct tape.

Remember: Everyone seems normal until you get to know them.

If you can't fix it with a hammer, you've got an electrical problem.

Daily Thought:
SOME PEOPLE ARE LIKE SLINKIES; NOT REALLY GOOD FOR ANYTHING BUT THEY
BRING A SMILE TO YOUR FACE WHEN PUSHED DOWN THE STAIRS

Sandra Hennigan

Remedy Developer

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Re: Product Categorizations and the Elephant Rhyme

[Nicky Madjarov]

Christopher,

I agree that service should be somewhere above the CTI's. Given the fact that 
service is not present (directly) in most of the itsm apps/forms I am simply 
looking for a way to utilize what is given to achieve some more service-centric 
model. For me, becoming service centric is an important step for better 
utilizing the itil foundations.
Your environment is quite unique because all customers are provided the same 
packege of services (probably with few exceptions) and you have relatively low 
volume of incidents. 
I am far from saying that you guys have to make the change for the sake of 
being service centric. Apparently your support organization works well for you. 
Look ,however, in the high volume shops - 1 million plus incident per year and 
vast vatiety of services provided to different users and all the restrictions 
related to supporting different service and different skill sets needed to do 
so, especially when it comes to sensitive data - goverment, financial, telecom, 
pharma, just to name few. In my opinion, one of the the better ways to handle 
such environments to adopt the service centric model, identify the service 
managers, and let them define how do they want to handle everything withing 
their arreas of responsibility.
  
Regards,

Nicky Madjarov
phone: 973-202-4278
Find out how to bust your AR System performance @
http://www.SpeedUpARS.com
  - Original Message - 
  From: strauss 
  Newsgroups: public.remedy.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Thursday, April 09, 2009 6:37 PM
  Subject: Re: Product Categorizations and the Elephant Rhyme


  ** 
  If that is all that there is to the Service Catalog, then BMC has been 
blowing a lot of smoke about it in my opinion.  Our CFG:ServiceCatalogAssoc 
contains the 53 Global CTI that our helpdesk defined before we went live and 
Don imported with Data Management, plus a few I added to support campus-wide 
outage reporting.  We have another 154 non-Third Party Product CTI that we also 
imported or defined in four major categories: Computing Services, Desktop 
Software, Hardware, and Infrastructure.  Don built all of this in consultation 
with the central helpdesk, who incorporated many of these CTI into their 
Incident templates.  We gave every one of the colleges and departments, who 
each have their own Company, the ability to define their own CTIs within their 
company, but so far NO ONE has done so in almost a year of production.

   

  To me, a Service Catalog entry should exist at a hierarchical level above 
CTI, as was hinted at but not realized in ITSM 5.x, but I have never found that 
implemented in the ITSM apps in a practical way.  The closest is the Business 
Service configuration item in Asset Management/CMDB, but like everything in the 
CMDB it is a Product categorization, not an Operational categorization.  There 
does not appear to be any place that you can tie OpCats and ProdCats together 
under a defined IT Service at what I have always perceived to be the "Service 
Catalog" level.  Whenever I have heard people talk about a "Service Catalog," I 
was looking for something where you can define an IT Service like "Payroll 
Services" and it will have some OpCats for Incidents and Changes to use, and 
some ProdCats that define the system CIs and component CIs that make up the IT 
Service.  Without the top-level connection, it's the same huge pile of 
incomprehensible categorizations that we cussed and discussed for the last 
decade, and finally discarded.  

   

  I think we actually got the closest to this in our old 5.x app when we added 
a second tier to the Summaries in the Requester Console, and the top tier 
included things like "Student Computing Services," "Distributed Computing 
Services,"  and "Administrative Computing Services" as well as more specific 
things like "Residence Networks."  Even the helpdesk staff MUCH preferred to 
use the Summary menus (which carried over into Help Desk cases just like they 
did in the Requester -New Request form) to quickly categorize a ticket than to 
wade through the CTI menus, even after we gave them a pull-right hierarchical 
menu of the CTIs to navigate.  Today they have learned to use the 40 some odd 
incident templates defined by their manager in almost the same way.

   

  Looking back, I don't see very many support staff on our ITSM 7 system making 
use of even the existing categorizations.  I reviewed ~16,200 incidents from 
the last 11 months and the vast majority of those with populated 
categorizations (6,676) were either generated by Kinetic Request, or by the 
central helpdesk which uses incident templates wherever possible.  The rest had 
no CTI whatsoever.  Once ITSM 7 made it optional data, and without any emphasis 
from IT managers in most of our support groups to enter it for reporting, CTI 
usage plummeted.  Something to think about if we ever want to do really 
detailed reporting.  On the other hand, we have heard many comme

OT: Friday Humor (U)

[Hennigan, Sandra H CTR OSD-CIO]

UNCLASSIFIED

AMAZINGLY SIMPLE HOME REMEDIES

Avoid cutting yourself when slicing vegetables by getting someone else
to hold them while you chop.

Avoid arguments with the Mrs. about lifting the toilet seat by using the
sink.

For high blood pressure sufferers: simply cut yourself and bleed for a
few minutes, thus reducing the pressure in your veins.
Remember to use a timer.

A mouse trap, placed on top of your alarm clock, will prevent you from
rolling over and going back to sleep after you hit the snooze
button.

If you have a bad cough, take a large dose of laxatives; then you'll be
afraid to cough.

You only need two tools in life - WD-40 and Duct Tape. If it doesn't
move and should, use the WD-40. If it shouldn't move and does, use
the duct tape.

Remember: Everyone seems normal until you get to know them.

If you can't fix it with a hammer, you've got an electrical problem.

Daily Thought:
SOME PEOPLE ARE LIKE SLINKIES; NOT REALLY GOOD FOR ANYTHING BUT THEY
BRING A SMILE TO YOUR FACE WHEN PUSHED DOWN THE STAIRS 

Sandra Hennigan

Remedy Developer

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Re: Fields referenced in ALs not in form?

[Mark Lev]

That was it, thanks!
 
Mark



From: Action Request System discussion list(ARSList) on behalf of Charles Baldi
Sent: Fri 4/10/2009 9:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: Fields referenced in ALs not in form?


** 
If the field is a menu you won't see it in the list.  Try exporting the form 
and searching for the field ID.
 
Regards,
Chuck Baldi


On Fri, Apr 10, 2009 at 9:36 AM, Mark Lev  wrote:


Good Morning all.

I am looking at AL CHG:CRQ:QuickSelectTemplate_100 (Form: 
CHG:Infrastructure Change) and it has a Run Process
PERFORM-ACTION-ACTIVE-LINK 1 301907900

Problem is, field 301907900 doesn't exist on the CHG:Infrastructure 
Change form, or at least I cannot see it.  I created a new view, and put all 
fields on it, still not there.

Anyone have any idea how I can find the field referenced?  I need to 
look at workflow, and when I get to this point, am stalled.

Thanks,
Mark

Mark Lev
Sr. Systems Consultant
703-672-4390
732-859-5827 (cell)
mark@rightstarsystems.com
---
RightStar Systems, Inc.
100 East Street SE, Suite 202
Vienna, VA 22180
USA
---



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  ARSlist: "Where the Answers Are"



_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ 

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Re: Fields referenced in ALs not in form?

[Charles Baldi]

If the field is a menu you won't see it in the list.  Try exporting the form
and searching for the field ID.

Regards,
Chuck Baldi

On Fri, Apr 10, 2009 at 9:36 AM, Mark Lev wrote:

> Good Morning all.
>
> I am looking at AL CHG:CRQ:QuickSelectTemplate_100 (Form:
> CHG:Infrastructure Change) and it has a Run Process
> PERFORM-ACTION-ACTIVE-LINK 1 301907900
>
> Problem is, field 301907900 doesn't exist on the CHG:Infrastructure Change
> form, or at least I cannot see it.  I created a new view, and put all fields
> on it, still not there.
>
> Anyone have any idea how I can find the field referenced?  I need to look
> at workflow, and when I get to this point, am stalled.
>
> Thanks,
> Mark
>
> Mark Lev
> Sr. Systems Consultant
> 703-672-4390
> 732-859-5827 (cell)
> mark@rightstarsystems.com
> ---
> RightStar Systems, Inc.
> 100 East Street SE, Suite 202
> Vienna, VA 22180
> USA
> ---
>
>
>
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> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> Platinum 
> Sponsor:rmisoluti...@verizon.netARSlist: 
> "Where the Answers Are"
>

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Fields referenced in ALs not in form?

[Mark Lev]

Good Morning all.
 
I am looking at AL CHG:CRQ:QuickSelectTemplate_100 (Form: CHG:Infrastructure 
Change) and it has a Run Process
PERFORM-ACTION-ACTIVE-LINK 1 301907900
 
Problem is, field 301907900 doesn't exist on the CHG:Infrastructure Change 
form, or at least I cannot see it.  I created a new view, and put all fields on 
it, still not there.
 
Anyone have any idea how I can find the field referenced?  I need to look at 
workflow, and when I get to this point, am stalled.

Thanks,
Mark

Mark Lev
Sr. Systems Consultant
703-672-4390
732-859-5827 (cell) 
mark@rightstarsystems.com
---
RightStar Systems, Inc.
100 East Street SE, Suite 202
Vienna, VA 22180
USA
---
 

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Re: import Templates?

[Pat Zandi]

I have been told if you use the data management tool. You have to be  
on patch 008/009 of item. Which can be a challenge.



Sent from my iPhone

On Apr 9, 2009, at 5:20 PM, Julie L Kanakanui JLKANAKA > wrote:



**
Well, its good to know that it CAN be done, somehow...  !  We didn't  
attempt to use Data Management tool for this (which we have used for  
Foundation data), just the regular Remedy Import tool.  The problem  
we are seeing is that the template records that were created via  
import do not show up in the Incident Template Selection form in App  
Admin, only the templates that were created via App Admin show  
there.  Of course we could have missed mapping a field here or  
there, but nothing so far is obviously "off".


Thanks,
Julie



Rick Cook 
Sent by: "Action Request System discussion list(ARSList)" >

04/09/2009 05:11 PM

Please respond to
arslist@ARSLIST.ORG

To
arslist@ARSLIST.ORG
cc
Subject
Re: import Templates?





**
Julie, I know that this can be done, because I've done it.   
Unfortunately, it's been a over a year ago, so I can't remember the  
specifics of HOW I did it, and I don't have the code.  You might  
check to see if the Data Loader utility does that, and Effective  
Technologies has a Datalink application that might, too.


What kind of problems are you seeing?

Rick
On Thu, Apr 9, 2009 at 1:59 PM, Julie L Kanakanui JLKANAKA > wrote:

**
Hello,

For the Remedy 7.1 environment we are in process of building, we  
have a spreadsheet of template data (100+ records) that includes the  
data to populate Incident Templates.  In attempt to avoid manual  
entry of this info via App Admin Console, we thought we'd try doing  
an import of this information into HPD:Template.So far, mixed  
results.. just wondering if anyone else has done this? And/or if  
anyone knows if this is just something that should NOT be  
attempted... (needs to be done manually in App Admin).


Thanks for any advice!

Julie Kanakanui _Platinum Sponsor: rmisoluti...@verizon.net ARSlist:  
"Where the Answers Are"_


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