Oracle Grid Control and Remedy ITSM
did any one implemented connector Grid Control -- Remedy ITSM? We will implement it to trigger if e.g. table space or disk is full. So if anyone has a example of working XML or best practice to implement it please share. Thx. Mike my setup: ITSM 7.0.03 patch 008,Solaris 10, Oracle 10g, OAS for Mid-Tier ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
License Information
Hi Friends, I need information on below application licenses, Enterprise Integration Engine Remedy Link for Oracle Remedy Link for SQL Why we need these licenses. Thanks, Pintu ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Filter Phasing and Escalations
Hi Lyle, FYI - I've yet to see the Run Process Application-Release-Pending work. Even with 7.5, it seems not to workit has not worked for me in the past or now, the way I was expecting it to work -Guillaume -Original Message- From: Action Request System discussion list(ARSList) on behalf of Lyle Taylor Sent: Tue 05/05/09 7:59 PM To: arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations Hi Dave, Thanks for replying, but I'm afraid I don't understand where you're trying to take me here. I understand what the various workflow is and where it executes. The problem is that not all actions happen as they are encountered in the workflow due to phasing. This can occasionally cause problems, because something that you may have expected to happen sooner in the workflow processing may not have yet been completed, because it happens in another phase or has been placed later on the queue. This appears to be happening here. Most of the time, things work as expected - however, I've seen it where not all of the processing from step two of my escalation has occurred before step three gets executed, I _think_ due to filter phasing and how the queues for the various filters on the two forms get managed. Basically, the documentation makes it sound like filter phasing applies to escalations as well as filters. If that's the case, then I just need to know whether the `! naming convention also applies. If so, then I think the approach I'm taking will work, namely: 1) Tag all new records 2) Run Process: Application-Release-Pending 3) Process all tagged records 4) Run Process: Application-Release-Pending 5) Tag any remaining records as No Configuration Matched Thanks, Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shellman, David Sent: Monday, May 04, 2009 8:45 PM To: arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations Lyle, Filters are actions that occur on the server. They function basically the same if a record is changed by a person, an API call, or an escalation. This includes phase 1, 2 and 3 actions. You can check by turning on filter logging on the server. --Original Message-- From: Lyle Taylor To: Arslist ReplyTo: Arslist Subject: Re: Filter Phasing and Escalations Sent: May 4, 2009 9:57 PM ** Let me clarify a bit. The documentation states that you can add the Run Process action Application-Release-Pending between each of the actions to get what I'm looking for and mentions that it can be used in escalations. However, since it normally runs in phase 3, you have to use the special filter naming convention to override filter phasing for it to be applied properly between the push fields actions. I guess my question boils down to this: do filter phases apply in escalations, and if they do, can you add `! to the escalation name to override phasing just like you do with filters? Thanks, Lyle From: Lyle Taylor Sent: Monday, May 04, 2009 4:05 PM To: 'arslist@ARSLIST.ORG' Subject: Filter Phasing and Escalations Hi All, Can anyone tell me if filter phasing applies to escalations? I have a three-step process involving two forms, and I need to guarantee that certain actions happen in a specific order. I'm also trying to process records in batches, so I have an escalation that does something like this: 1. Set the status of all records in Form A to Process 2. Set the field Process Now in Form B 3. Set the status of all records in Form A whose status is still Process to No Configuration Matched Basically, Form A contains records to be processed, and new records can be added to it at any time. Form B contains configurations that map back to zero or more records in Form A. At intervals, I set the status of all new records in Form A to Process. Dave - dave.shell...@tycoelectronics.com (Wireless) NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Approval Engine 7.1 Issues
Has anyone else run into issues where approval processes that normally function fine on 7.0 don't work correctly maybe 5% of the time on 7.1? We are having approval requests randomly put in a Closed status by the approval engine, which is wreaking havoc on our Change Management process. We haven't made any changes other than upgrading to 7.1 patch 6, and BMC support is being as useful as can be expected. By the way, I have enabled approval logging, but find nothing to show these specific approvals being marked as Closed. Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Filter Phasing and Escalations
I have used it and it seems to work. The trick is since it is a Run Process action (Phase 3) you put it in its own filter with a naming convention of `! to force the action to run in Phase 1 Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault Sent: Wednesday, May 06, 2009 7:30 AM To: arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations Hi Lyle, FYI - I've yet to see the Run Process Application-Release-Pending work. Even with 7.5, it seems not to workit has not worked for me in the past or now, the way I was expecting it to work -Guillaume -Original Message- From: Action Request System discussion list(ARSList) on behalf of Lyle Taylor Sent: Tue 05/05/09 7:59 PM To: arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations Hi Dave, Thanks for replying, but I'm afraid I don't understand where you're trying to take me here. I understand what the various workflow is and where it executes. The problem is that not all actions happen as they are encountered in the workflow due to phasing. This can occasionally cause problems, because something that you may have expected to happen sooner in the workflow processing may not have yet been completed, because it happens in another phase or has been placed later on the queue. This appears to be happening here. Most of the time, things work as expected - however, I've seen it where not all of the processing from step two of my escalation has occurred before step three gets executed, I _think_ due to filter phasing and how the queues for the various filters on the two forms get managed. Basically, the documentation makes it sound like filter phasing applies to escalations as well as filters. If that's the case, then I just need to know whether the `! naming convention also applies. If so, then I think the approach I'm taking will work, namely: 1) Tag all new records 2) Run Process: Application-Release-Pending 3) Process all tagged records 4) Run Process: Application-Release-Pending 5) Tag any remaining records as No Configuration Matched Thanks, Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shellman, David Sent: Monday, May 04, 2009 8:45 PM To: arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations Lyle, Filters are actions that occur on the server. They function basically the same if a record is changed by a person, an API call, or an escalation. This includes phase 1, 2 and 3 actions. You can check by turning on filter logging on the server. --Original Message-- From: Lyle Taylor To: Arslist ReplyTo: Arslist Subject: Re: Filter Phasing and Escalations Sent: May 4, 2009 9:57 PM Let me clarify a bit. The documentation states that you can add the Run Process action Application-Release-Pending between each of the actions to get what I'm looking for and mentions that it can be used in escalations. However, since it normally runs in phase 3, you have to use the special filter naming convention to override filter phasing for it to be applied properly between the push fields actions. I guess my question boils down to this: do filter phases apply in escalations, and if they do, can you add `! to the escalation name to override phasing just like you do with filters? Thanks, Lyle -Original Message- From: Lyle Taylor Sent: Monday, May 04, 2009 4:05 PM To: 'arslist@ARSLIST.ORG' Subject: Filter Phasing and Escalations Hi All, Can anyone tell me if filter phasing applies to escalations? I have a three-step process involving two forms, and I need to guarantee that certain actions happen in a specific order. I'm also trying to process records in batches, so I have an escalation that does something like this: 1. Set the status of all records in Form A to Process 2. Set the field Process Now in Form B 3. Set the status of all records in Form A whose status is still Process to No Configuration Matched Basically, Form A contains records to be processed, and new records can be added to it at any time. Form B contains configurations that map back to zero or more records in Form A. At intervals, I set the status of all new records in Form A to Process. Dave - dave.shell...@tycoelectronics.com (Wireless) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Filter Phasing and Escalations
well, that is interesting!! thanks for the tip, I'll give it a try next time... Never a dull moment in the Remedy world :-) -Guillaume -Original Message- From: Action Request System discussion list(ARSList) on behalf of Grooms, Frederick W Sent: Wed 05/06/09 9:59 AM To: arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations I have used it and it seems to work. The trick is since it is a Run Process action (Phase 3) you put it in its own filter with a naming convention of `! to force the action to run in Phase 1 Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault Sent: Wednesday, May 06, 2009 7:30 AM To: arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations Hi Lyle, FYI - I've yet to see the Run Process Application-Release-Pending work. Even with 7.5, it seems not to workit has not worked for me in the past or now, the way I was expecting it to work -Guillaume -Original Message- From: Action Request System discussion list(ARSList) on behalf of Lyle Taylor Sent: Tue 05/05/09 7:59 PM To: arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations Hi Dave, Thanks for replying, but I'm afraid I don't understand where you're trying to take me here. I understand what the various workflow is and where it executes. The problem is that not all actions happen as they are encountered in the workflow due to phasing. This can occasionally cause problems, because something that you may have expected to happen sooner in the workflow processing may not have yet been completed, because it happens in another phase or has been placed later on the queue. This appears to be happening here. Most of the time, things work as expected - however, I've seen it where not all of the processing from step two of my escalation has occurred before step three gets executed, I _think_ due to filter phasing and how the queues for the various filters on the two forms get managed. Basically, the documentation makes it sound like filter phasing applies to escalations as well as filters. If that's the case, then I just need to know whether the `! naming convention also applies. If so, then I think the approach I'm taking will work, namely: 1) Tag all new records 2) Run Process: Application-Release-Pending 3) Process all tagged records 4) Run Process: Application-Release-Pending 5) Tag any remaining records as No Configuration Matched Thanks, Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shellman, David Sent: Monday, May 04, 2009 8:45 PM To: arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations Lyle, Filters are actions that occur on the server. They function basically the same if a record is changed by a person, an API call, or an escalation. This includes phase 1, 2 and 3 actions. You can check by turning on filter logging on the server. --Original Message-- From: Lyle Taylor To: Arslist ReplyTo: Arslist Subject: Re: Filter Phasing and Escalations Sent: May 4, 2009 9:57 PM Let me clarify a bit. The documentation states that you can add the Run Process action Application-Release-Pending between each of the actions to get what I'm looking for and mentions that it can be used in escalations. However, since it normally runs in phase 3, you have to use the special filter naming convention to override filter phasing for it to be applied properly between the push fields actions. I guess my question boils down to this: do filter phases apply in escalations, and if they do, can you add `! to the escalation name to override phasing just like you do with filters? Thanks, Lyle -Original Message- From: Lyle Taylor Sent: Monday, May 04, 2009 4:05 PM To: 'arslist@ARSLIST.ORG' Subject: Filter Phasing and Escalations Hi All, Can anyone tell me if filter phasing applies to escalations? I have a three-step process involving two forms, and I need to guarantee that certain actions happen in a specific order. I'm also trying to process records in batches, so I have an escalation that does something like this: 1. Set the status of all records in Form A to Process 2. Set the field Process Now in Form B 3. Set the status of all records in Form A whose status is still Process to No Configuration Matched Basically, Form A contains records to be processed, and new records can be added to it at any time. Form B contains configurations that map back to zero or more records in Form A. At intervals, I set the status of all new records in Form A to Process. Dave - dave.shell...@tycoelectronics.com (Wireless) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where
ITSM 7.5.1 install failure
Hello All, I'm trying to install ITSM 7.5.1 and the environment checker is saying that my server is running 7.5.0. I have installed the 7.5.1 patch and when I go into the server properties in Remedy, it says that I'm running 7.5.1. Anyone run into this before? Any and all help is greatly appreciated. Thanks again, Seth Wrye ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
OT:Experienced Remedy Developer Available - Remote Preferred
I have 8+ years experience in Remedy development. Former RAC. Looking for remote (preferred), or contract work. Please contact me offline for details. Thanks in advance. Steven Casey spc_...@yahoo.com casey.st...@gmail.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Question on NTE:NotificationMessages
Hi all I'm trying to modify the text on the default notification messages for approvals, etc. Where do these entries pull their field lists from? Like #Ticket ID#, etc. Thanks Dave Drake, Remedy Administrator ARS 7.0.1 p007, ITSM 7.0.3 p007, SQL2K5 -- CONFIDENTIALITY NOTICE This message and any included attachments are from Cerner Corporation and are intended only for the addressee. The information contained in this message is confidential and may constitute inside or non-public information under international, federal, or state securities laws. Unauthorized forwarding, printing, copying, distribution, or use of such information is strictly prohibited and may be unlawful. If you are not the addressee, please promptly delete this message and notify the sender of the delivery error by e-mail or you may call Cerner's corporate offices in Kansas City, Missouri, U.S.A at (+1) (816)221-1024. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Remedy Applications Analyst, Front Line Support- Downers Grove, IL- Full time with Benefits, onsite, no travel requirement
We are looking for a Remedy Application Analyst to join our Front Line Support team. This onsite Downers Grove based position is full time with a generous benefits package, flexible shifts (any 9 hour shift between 7am and 7pm) as well as no travel requirements. Must have Remedy Development experience. The salary range is based on experience. Qualified candidates must have ARS and ITSM Development Experience. Column Technologies is a global provider of infrastructure management and business intelligence solutions that help organizations better manage their internal and external services. We provide infrastructure and customer support applications, application development, consulting, managed services, and training. Column implements only a select group of business processes and technologies. Our team understands business processes and how they map back to the underlying technologies. Our integrated process and technology approach enables us to quickly deliver solutions. Column has offices in the United States, Canada, the United Kingdom, South Africa, India, and a worldwide partner network http://columnit.com/strategic-alliances.aspx . For more information about Column, visit www.columnit.com http://www.columnit.com/ . Job purpose: They will support and be responsible for responding to Customer support requests via email, web submit, and phone. Responsibilities will include (but not limited to) troubleshooting and resolving customer issues, running reports, documenting knowledge articles for purposes of archive and dissemination. Responsibilities will also include providing on-call (7 X 24 X 365) support on a rotational basis. They will have a general responsibility to support customers on a day-to-day basis and to maintain customer confidentiality within this role. Key responsibilities and accountabilities: * Provide support for End-User Customers both internal and external. * Provide direct support via phone and remote viewing when necessary * Provide indirect support via research, duplicating environments, through email, fax and voice mail capabilities. * Develop knowledge base articles for archiving and distribution. * Provide (7 X 24 X 365) on-call support on a rotational basis. * Setup, maintain and develop (as necessary) a personal application environment for testing, and training. * Develop and Use existing Lab application servers to resolve customer issues. * Develop and Run reports. * Develop and Run reports for Front Line Support Dept. * Resolve customer issues related to developing and running reports. * Working as part of the Front Line Support team, insure all SLA's are met or exceeded. * Keep abreast of all pertinent information and available data and resources. * Be aware of and use all technical guides for supported applications * Be aware of and use all Release notes documents for supported applications * Be aware of all product updates and patch releases and related documentation for supported applications * Obtain and maintain membership in appropriate organizations, and tech groups relative to supported applications. * Obtain and maintain certifications necessary to support manufacturers requirements for application direct support. * Other Customer Support and Front Line Support related duties as may be required, or requested. Other Requirements: Candidate should be able to communicate effectively (written and verbally). Benefits * Health, Dental, Vision, Basic Life, Long/Short Term Disability Insurance. Dental, Personal Sickness, and Personal Accident supplemental insurance benefits * CollegeAmerica 529 College Savings Plan * Paid Vacation * Roth and Traditional 401K * Employee Assistance Program Column Technologies is an Equal Opportunity Employer. Candidates can email their resumes as an MS Word document to mw...@columnit.com mailto:mw...@columnit.com?subject=senior%20remedy%20consultant%20-%20wi th%20Top%20Secret%20Clearance and write Remedy Application Analyst in the subject line. Melissa Wish Corporate Recruiter Column Technologies, Inc. Direct: (718) 399-2136 Cell: (917) 748-7104 Email: mw...@columnit.com mailto:cp...@columnit.com Web: http://www.columnit.com _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are image001.gif
Re: Question on NTE:NotificationMessages
Dave, If memory serves correct, you can do the following to see which filters are involved. Open up admin tool and filter forms by prefix NTE Look at a Filter guide called NTE:SHR:TranslateMessages (or something like that). It has a list of around 40 filters that do the translations for each module. So if you look at a filter like NTE:SHR:TranslateNotificationMessageAPR, you should be able to figure out what the If Actions are doing. Tauf Chowdhury Analyst, Service Management Office: 631.858.7765 Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Drake,Dave Sent: Wednesday, May 06, 2009 12:45 PM To: arslist@ARSLIST.ORG Subject: Question on NTE:NotificationMessages ** Hi all I'm trying to modify the text on the default notification messages for approvals, etc. Where do these entries pull their field lists from? Like #Ticket ID#, etc. Thanks Dave Drake, Remedy Administrator ARS 7.0.1 p007, ITSM 7.0.3 p007, SQL2K5 CONFIDENTIALITY NOTICE This message and any included attachments are from Cerner Corporation and are intended only for the addressee. The information contained in this message is confidential and may constitute inside or non-public information under international, federal, or state securities laws. Unauthorized forwarding, printing, copying, distribution, or use of such information is strictly prohibited and may be unlawful. If you are not the addressee, please promptly delete this message and notify the sender of the delivery error by e-mail or you may call Cerner's corporate offices in Kansas City, Missouri, U.S.A at (+1) (816)221-1024. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Floating License/Write Access Problem after Upgrade to 7.1
We upgraded our server from 7.0.1 to 7.1 this past weekend. We are now having a problem with our floating license users updating their own user records. The fields they are trying to update have Assignee permissions (write access), and they are the assignee of their own user records. When first logging in, they're given a Read (floating) license. When trying to update their own user record, they get: ARERR [331] You do not have write access (for this entry) to field : [field(s) trying to update] What's strange is they can go to any another form (even when first logging in) and update a record with no problem. At this point they're given a write Floating license. Then after that, they can go to their user record and update it with no problem. So why aren't they given a write Floating license when first trying to update their user record? Any ideas are greatly appreciated. Thanks, Sharon Windows 2003 AR Server/Email Engine 7.1 patch 6 Approval Server 7.0.1 Oracle 10g ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Question on NTE:NotificationMessages
Here's a step by step guide I put together. It should help, although some of it may not be specific enough since I just put it together for myself. Thanks, Shawn Pierson 1. Open the form SYS:Notification Messages in the Windows User Tool. 2. Search for the message that you want to modify. 3. Add the text to the Email Message Body that you would like to change, and use the menu on the field to see if the field you want to add already exists in the mappings. If it does, skip to step 6. If not, continue to step 13. 4. Open up the Windows Admin Tool. 5. Open the filter that starts with NTE:SHR:TranslateNotificationMessage for the module you want to add the column for. 6. Go to the If Action, and add a New Action of Set Fields. 7. On the new Set Fields, leave the server name and Read Value for Field From as CURRENT TRANSACTION. 8. On the Fields portion, select z1D Translation Text as the Name, with a value of REPLACE($z1D Translation Text$, #FieldNameReplaced#, $ActualFieldName$). 9. Press the Modify Action button, then Save the filter. 10. In the Windows User Tool, open SYS:Form Field Selection to create a new record. 11. Enter the following values for the fields on the form: Selection Type = Notification Message Selection, Module Name = whatever module the field exists in, Form Name = the actual name of the form you pull the field from, Select Fields From+ = this should match the previously selected form name, Menu Label 1 = the field you are trying to include in the message, Menu Value 1 = the name of the field, Menu Value 2 = the text to be translated, e.g. #Change Timing#, Menu Order 1 = some integer, Status = Enabled. 12. Save the previous record, and go back to the SYS:Notification Messages form. 13. Type in the translated variable name, e.g. #Change Timing# in the Email Message Body field where you want the value from the form to show up. 14. Save the record, and any new emails should include that field. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Drake,Dave Sent: Wednesday, May 06, 2009 11:45 AM To: arslist@ARSLIST.ORG Subject: Question on NTE:NotificationMessages ** Hi all I'm trying to modify the text on the default notification messages for approvals, etc. Where do these entries pull their field lists from? Like #Ticket ID#, etc. Thanks Dave Drake, Remedy Administrator ARS 7.0.1 p007, ITSM 7.0.3 p007, SQL2K5 CONFIDENTIALITY NOTICE This message and any included attachments are from Cerner Corporation and are intended only for the addressee. The information contained in this message is confidential and may constitute inside or non-public information under international, federal, or state securities laws. Unauthorized forwarding, printing, copying, distribution, or use of such information is strictly prohibited and may be unlawful. If you are not the addressee, please promptly delete this message and notify the sender of the delivery error by e-mail or you may call Cerner's corporate offices in Kansas City, Missouri, U.S.A at (+1) (816)221-1024. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Filter Phasing and Escalations
Right, and that takes me back to my question: will that naming convention have the same effect on the actions in an escalation like it does for a filter? Thanks, Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W Sent: Wednesday, May 06, 2009 7:59 AM To: arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations I have used it and it seems to work. The trick is since it is a Run Process action (Phase 3) you put it in its own filter with a naming convention of `! to force the action to run in Phase 1 Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault Sent: Wednesday, May 06, 2009 7:30 AM To: arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations Hi Lyle, FYI - I've yet to see the Run Process Application-Release-Pending work. Even with 7.5, it seems not to workit has not worked for me in the past or now, the way I was expecting it to work -Guillaume -Original Message- From: Action Request System discussion list(ARSList) on behalf of Lyle Taylor Sent: Tue 05/05/09 7:59 PM To: arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations Hi Dave, Thanks for replying, but I'm afraid I don't understand where you're trying to take me here. I understand what the various workflow is and where it executes. The problem is that not all actions happen as they are encountered in the workflow due to phasing. This can occasionally cause problems, because something that you may have expected to happen sooner in the workflow processing may not have yet been completed, because it happens in another phase or has been placed later on the queue. This appears to be happening here. Most of the time, things work as expected - however, I've seen it where not all of the processing from step two of my escalation has occurred before step three gets executed, I _think_ due to filter phasing and how the queues for the various filters on the two forms get managed. Basically, the documentation makes it sound like filter phasing applies to escalations as well as filters. If that's the case, then I just need to know whether the `! naming convention also applies. If so, then I think the approach I'm taking will work, namely: 1) Tag all new records 2) Run Process: Application-Release-Pending 3) Process all tagged records 4) Run Process: Application-Release-Pending 5) Tag any remaining records as No Configuration Matched Thanks, Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shellman, David Sent: Monday, May 04, 2009 8:45 PM To: arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations Lyle, Filters are actions that occur on the server. They function basically the same if a record is changed by a person, an API call, or an escalation. This includes phase 1, 2 and 3 actions. You can check by turning on filter logging on the server. --Original Message-- From: Lyle Taylor To: Arslist ReplyTo: Arslist Subject: Re: Filter Phasing and Escalations Sent: May 4, 2009 9:57 PM Let me clarify a bit. The documentation states that you can add the Run Process action Application-Release-Pending between each of the actions to get what I'm looking for and mentions that it can be used in escalations. However, since it normally runs in phase 3, you have to use the special filter naming convention to override filter phasing for it to be applied properly between the push fields actions. I guess my question boils down to this: do filter phases apply in escalations, and if they do, can you add `! to the escalation name to override phasing just like you do with filters? Thanks, Lyle -Original Message- From: Lyle Taylor Sent: Monday, May 04, 2009 4:05 PM To: 'arslist@ARSLIST.ORG' Subject: Filter Phasing and Escalations Hi All, Can anyone tell me if filter phasing applies to escalations? I have a three-step process involving two forms, and I need to guarantee that certain actions happen in a specific order. I'm also trying to process records in batches, so I have an escalation that does something like this: 1. Set the status of all records in Form A to Process 2. Set the field Process Now in Form B 3. Set the status of all records in Form A whose status is still Process to No Configuration Matched Basically, Form A contains records to be processed, and new records can be added to it at any time. Form B contains configurations that map back to zero or more records in Form A. At intervals, I set the status of all new records in Form A to Process. Dave - dave.shell...@tycoelectronics.com (Wireless) ___ UNSUBSCRIBE or access ARSlist Archives at
BMC technology day
Good morning ars-listers, did anyone receive an email about next week's BMC technology day in Dallas, TX? I can't find it anywhere on the bmc.com website. Nor can I find any information about Remedy user groups. Drew Shuller Tulsa, OK ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Question on NTE:NotificationMessages
Thanks all ! From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Wednesday, May 06, 2009 12:02 PM To: arslist@ARSLIST.ORG Subject: Re: Question on NTE:NotificationMessages ** Here's a step by step guide I put together. It should help, although some of it may not be specific enough since I just put it together for myself. Thanks, Shawn Pierson 1. Open the form SYS:Notification Messages in the Windows User Tool. 2. Search for the message that you want to modify. 3. Add the text to the Email Message Body that you would like to change, and use the menu on the field to see if the field you want to add already exists in the mappings. If it does, skip to step 6. If not, continue to step 13. 4. Open up the Windows Admin Tool. 5. Open the filter that starts with NTE:SHR:TranslateNotificationMessage for the module you want to add the column for. 6. Go to the If Action, and add a New Action of Set Fields. 7. On the new Set Fields, leave the server name and Read Value for Field From as CURRENT TRANSACTION. 8. On the Fields portion, select z1D Translation Text as the Name, with a value of REPLACE($z1D Translation Text$, #FieldNameReplaced#, $ActualFieldName$). 9. Press the Modify Action button, then Save the filter. 10. In the Windows User Tool, open SYS:Form Field Selection to create a new record. 11. Enter the following values for the fields on the form: Selection Type = Notification Message Selection, Module Name = whatever module the field exists in, Form Name = the actual name of the form you pull the field from, Select Fields From+ = this should match the previously selected form name, Menu Label 1 = the field you are trying to include in the message, Menu Value 1 = the name of the field, Menu Value 2 = the text to be translated, e.g. #Change Timing#, Menu Order 1 = some integer, Status = Enabled. 12. Save the previous record, and go back to the SYS:Notification Messages form. 13. Type in the translated variable name, e.g. #Change Timing# in the Email Message Body field where you want the value from the form to show up. 14. Save the record, and any new emails should include that field. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Drake,Dave Sent: Wednesday, May 06, 2009 11:45 AM To: arslist@ARSLIST.ORG Subject: Question on NTE:NotificationMessages ** Hi all I'm trying to modify the text on the default notification messages for approvals, etc. Where do these entries pull their field lists from? Like #Ticket ID#, etc. Thanks Dave Drake, Remedy Administrator ARS 7.0.1 p007, ITSM 7.0.3 p007, SQL2K5 CONFIDENTIALITY NOTICE This message and any included attachments are from Cerner Corporation and are intended only for the addressee. The information contained in this message is confidential and may constitute inside or non-public information under international, federal, or state securities laws. Unauthorized forwarding, printing, copying, distribution, or use of such information is strictly prohibited and may be unlawful. If you are not the addressee, please promptly delete this message and notify the sender of the delivery error by e-mail or you may call Cerner's corporate offices in Kansas City, Missouri, U.S.A at (+1) (816)221-1024. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ Private and confidential as detailed here http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access hyperlink, please e-mail sender. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
OT: SmartPro Consulting
Hello, Looking for Remedy professionals? Got projects for customizations, testing of your Remedy applications or even an end to end Remedy implementation? Are you short of Remedy resources? If YES, then let us introduce ourselves as a group of Remedy professionals, a company who focuses on all your IT Infrastructure needs. We are located in India and our main areas of expertise lies in Business process automation, BMC Action Request System, ITSM Suite which includes Change Management, Incident Management, CMDB and Asset Management and Problem Management, and also any custom application built on top of Action Request System. What we offer is cost effective solutions for all your Remedy needs. Please find attached our detail profile. For more information visit our website: http://www.smartpro.co.in Looking forward to working with you. Thanks and Regards, Team SmartPro Consulting. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: BMC technology day
I thought that was on 28 July (in Dallas). 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 Drew Shuller Sent: Wednesday, May 06, 2009 12:08 PM To: arslist@ARSLIST.ORG Subject: BMC technology day ** Good morning ars-listers, did anyone receive an email about next week's BMC technology day in Dallas, TX? I can't find it anywhere on the bmc.com website. Nor can I find any information about Remedy user groups. Drew Shuller Tulsa, OK _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
OT: SmartPro Consulting
Hello, Looking for Remedy professionals? Got projects for customizations, testing of your Remedy applications or even an end to end Remedy implementation? Are you short of Remedy resources? If YES, then let us introduce ourselves as a group of Remedy professionals, a company who focuses on all your IT Infrastructure needs. We are located in India and our main areas of expertise lies in Business process automation, BMC Action Request System, ITSM Suite which includes Change Management, Incident Management, CMDB and Asset Management and Problem Management, and also any custom application built on top of Action Request System. What we offer is cost effective solutions for all your Remedy needs. Please find attached our detail profile. For more information visit our website: http://www.smartpro.co.in Looking forward to working with you. Thanks and Regards, Team SmartPro Consulting. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are SmartPro_Consulting-About_US.pdf Description: Adobe PDF document
Re: BMC technology day
I went to the one in Houston last week and it was good. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Drew Shuller Sent: Wednesday, May 06, 2009 12:08 PM To: arslist@ARSLIST.ORG Subject: BMC technology day ** Good morning ars-listers, did anyone receive an email about next week's BMC technology day in Dallas, TX? I can't find it anywhere on the bmc.com website. Nor can I find any information about Remedy user groups. Drew Shuller Tulsa, OK _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
ARDBC LDAP Novell eDirectory ARS 7.5
Hi Folks... Current Development Environment: ARS 7.5 SQL Server 2005 Windows Server 2003 We are trying to complete an LDAP Integration, but we are running into the following problems when connecting to a Novell eDiredtory that contains Groupwise information that we need to populate and update our People Schema. Here is what happens: 1) We configure the ARDBC LDAP form according to the manual and how we have it working with Apache DS. 2) We start the Plugin Log (set to All Log Level). 3) We attempt to create a Vendor Form using Developer Studio. 4) We wait (for about 90 seconds). 5) We do not see any LDAP Vendor Data Names. 6) Our LDAP Administrator indicates that he has provided Good User Credentials since we can connect using a (third party) LDAP Browser. We are relying heavily on our server administrator to give us the right credentials and permissions to get this to work. We are trying to ascertain what we should go back and ask for based on the Plugin Log file we have been analyzing (this is a summary): ldap_simple_bind(cn=ardbc,o=test_adm, hidden) Entering CLDAPDiscovery::Execute Entering CLDAPDiscovery::GetDSE Leaving CLDAPDiscovery::GetDSE CLDAPDiscovery::Execute - Base Table Name: ldap://142.212.154.39/c=ca??sub Entering CLDAPDiscovery::GetTableNames CLDAPDiscovery::ifEntriesExist - No More pages CLDAPDiscovery::ifEntriesExist - No More pages CLDAPDiscovery::ifEntriesExist - No More pages CLDAPDiscovery::ifEntriesExist - No More pages CLDAPDiscovery::GetTableNames numItems=%d CLDAPDiscovery::Execute ARDBCGetListSchemas OK There are no erros in the log file. Any ideas folks. Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Approval Engine 7.1 Issues
When looking at the approval logs, you need to know the 'Approval ID' (from AP:Detail) and the Signature ID's (from AP:Signature) as well as the Request ID (from the entry that has the approval process tied to it). Something is setting it to closed, which I would wager is one of the following: - The approval engine - Workflow - A user Check the logs for those three areas and you should find your answer. In the approval logs, find the place where the Detail record is created; the find the place where the signature lines are created. 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, May 6, 2009 at 8:38 AM, Pierson, Shawn shawn.pier...@sug.comwrote: ** Has anyone else run into issues where approval processes that normally function fine on 7.0 don’t work correctly maybe 5% of the time on 7.1? We are having approval requests randomly put in a “Closed” status by the approval engine, which is wreaking havoc on our Change Management process. We haven’t made any changes other than upgrading to 7.1 patch 6, and BMC support is being as “useful” as can be expected. By the way, I have enabled approval logging, but find nothing to show these specific approvals being marked as Closed. Thanks, *Shawn Pierson * Remedy Developer | Southern Union Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ARDBC LDAP Novell eDirectory ARS 7.5
You should not post the ip address of your ldap server in your message:) It makes your server a target. Try using another tool to connect to the directory: ldp.exe(win), ldapsearch (solaris), 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, May 6, 2009 at 12:23 PM, Elry elryal...@gmail.com wrote: Hi Folks... Current Development Environment: ARS 7.5 SQL Server 2005 Windows Server 2003 We are trying to complete an LDAP Integration, but we are running into the following problems when connecting to a Novell eDiredtory that contains Groupwise information that we need to populate and update our People Schema. Here is what happens: 1) We configure the ARDBC LDAP form according to the manual and how we have it working with Apache DS. 2) We start the Plugin Log (set to All Log Level). 3) We attempt to create a Vendor Form using Developer Studio. 4) We wait (for about 90 seconds). 5) We do not see any LDAP Vendor Data Names. 6) Our LDAP Administrator indicates that he has provided Good User Credentials since we can connect using a (third party) LDAP Browser. We are relying heavily on our server administrator to give us the right credentials and permissions to get this to work. We are trying to ascertain what we should go back and ask for based on the Plugin Log file we have been analyzing (this is a summary): ldap_simple_bind(cn=ardbc,o=test_adm, hidden) Entering CLDAPDiscovery::Execute Entering CLDAPDiscovery::GetDSE Leaving CLDAPDiscovery::GetDSE CLDAPDiscovery::Execute - Base Table Name: ldap://x.x.x.x/c=ca??subhttp://142.212.154.39/c=ca??sub Entering CLDAPDiscovery::GetTableNames CLDAPDiscovery::ifEntriesExist - No More pages CLDAPDiscovery::ifEntriesExist - No More pages CLDAPDiscovery::ifEntriesExist - No More pages CLDAPDiscovery::ifEntriesExist - No More pages CLDAPDiscovery::GetTableNames numItems=%d CLDAPDiscovery::Execute ARDBCGetListSchemas OK There are no erros in the log file. Any ideas folks. Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ARDBC LDAP Novell eDirectory ARS 7.5
Agreed... But in this case this is a sandbox on the test bench (not connected to the outside world). Yes we did try connecting usind Softerra Browser and JXplorer. We connect fine with third party browser, but not through Remedy ARDBC. On May 6, 1:27 pm, Axton axton.gr...@gmail.com wrote: You should not post the ip address of your ldap server in your message:) It makes your server a target. Try using another tool to connect to the directory: ldp.exe(win), ldapsearch (solaris), 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, May 6, 2009 at 12:23 PM, Elry elryal...@gmail.com wrote: Hi Folks... Current Development Environment: ARS 7.5 SQL Server 2005 Windows Server 2003 We are trying to complete an LDAP Integration, but we are running into the following problems when connecting to a Novell eDiredtory that contains Groupwise information that we need to populate and update our People Schema. Here is what happens: 1) We configure the ARDBC LDAP form according to the manual and how we have it working with Apache DS. 2) We start the Plugin Log (set to All Log Level). 3) We attempt to create a Vendor Form using Developer Studio. 4) We wait (for about 90 seconds). 5) We do not see any LDAP Vendor Data Names. 6) Our LDAP Administrator indicates that he has provided Good User Credentials since we can connect using a (third party) LDAP Browser. We are relying heavily on our server administrator to give us the right credentials and permissions to get this to work. We are trying to ascertain what we should go back and ask for based on the Plugin Log file we have been analyzing (this is a summary): ldap_simple_bind(cn=ardbc,o=test_adm, hidden) Entering CLDAPDiscovery::Execute Entering CLDAPDiscovery::GetDSE Leaving CLDAPDiscovery::GetDSE CLDAPDiscovery::Execute - Base Table Name: ldap://x.x.x.x/c=ca??subhttp://142.212.154.39/c=ca??sub Entering CLDAPDiscovery::GetTableNames CLDAPDiscovery::ifEntriesExist - No More pages CLDAPDiscovery::ifEntriesExist - No More pages CLDAPDiscovery::ifEntriesExist - No More pages CLDAPDiscovery::ifEntriesExist - No More pages CLDAPDiscovery::GetTableNames numItems=%d CLDAPDiscovery::Execute ARDBCGetListSchemas OK There are no erros in the log file. Any ideas folks. Thanks! ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Approval Engine 7.1 Issues
Axton, Thanks for the response. I just re-read my original post and I think I worded it incorrectly. I'll give more information here. I can see where in the log the approval is being set to Closed, and that it says it is cleaning up the other approvals on that change and setting them to Error (even though the status becomes Closed), but I can't see what is causing that to happen because it looks like it is proceeding normally. What makes it worse is that there is nothing I can reproduce, as these approval processes and approvers are able to successfully approve things most of the time. Thanks, Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Axton Sent: Wednesday, May 06, 2009 12:23 PM To: arslist@ARSLIST.ORG Subject: Re: Approval Engine 7.1 Issues ** When looking at the approval logs, you need to know the 'Approval ID' (from AP:Detail) and the Signature ID's (from AP:Signature) as well as the Request ID (from the entry that has the approval process tied to it). Something is setting it to closed, which I would wager is one of the following: - The approval engine - Workflow - A user Check the logs for those three areas and you should find your answer. In the approval logs, find the place where the Detail record is created; the find the place where the signature lines are created. 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, May 6, 2009 at 8:38 AM, Pierson, Shawn shawn.pier...@sug.commailto:shawn.pier...@sug.com wrote: ** Has anyone else run into issues where approval processes that normally function fine on 7.0 don't work correctly maybe 5% of the time on 7.1? We are having approval requests randomly put in a Closed status by the approval engine, which is wreaking havoc on our Change Management process. We haven't made any changes other than upgrading to 7.1 patch 6, and BMC support is being as useful as can be expected. By the way, I have enabled approval logging, but find nothing to show these specific approvals being marked as Closed. Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _Platinum Sponsor: rmisoluti...@verizon.netmailto:rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Approval Engine 7.1 Issues
Generally, in the approval logs, the section that reports an error will say why. Can you post that portion of the logs? 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, May 6, 2009 at 12:44 PM, Pierson, Shawn shawn.pier...@sug.comwrote: ** Axton, Thanks for the response. I just re-read my original post and I think I worded it incorrectly. I’ll give more information here. I can see where in the log the approval is being set to Closed, and that it says it is cleaning up the other approvals on that change and setting them to Error (even though the status becomes “Closed”), but I can’t see what is causing that to happen because it looks like it is proceeding normally. What makes it worse is that there is nothing I can reproduce, as these approval processes and approvers are able to successfully approve things most of the time. Thanks, Shawn Pierson *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Axton *Sent:* Wednesday, May 06, 2009 12:23 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Approval Engine 7.1 Issues ** When looking at the approval logs, you need to know the 'Approval ID' (from AP:Detail) and the Signature ID's (from AP:Signature) as well as the Request ID (from the entry that has the approval process tied to it). Something is setting it to closed, which I would wager is one of the following: - The approval engine - Workflow - A user Check the logs for those three areas and you should find your answer. In the approval logs, find the place where the Detail record is created; the find the place where the signature lines are created. 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, May 6, 2009 at 8:38 AM, Pierson, Shawn shawn.pier...@sug.com wrote: ** Has anyone else run into issues where approval processes that normally function fine on 7.0 don’t work correctly maybe 5% of the time on 7.1? We are having approval requests randomly put in a “Closed” status by the approval engine, which is wreaking havoc on our Change Management process. We haven’t made any changes other than upgrading to 7.1 patch 6, and BMC support is being as “useful” as can be expected. By the way, I have enabled approval logging, but find nothing to show these specific approvals being marked as Closed. Thanks, *Shawn Pierson * Remedy Developer | Southern Union Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ARS Remedy Browser Password Management
Actually, works with Grease Monkey for IE as well. http://www.gm4ie.com/ On May 4, 2009, at 7:52 PM, Bert Shuler wrote: ** I got tired of password management programs not working with ARS Remedy Mid-Tier, so I wrote this script to fix the problem. http://bertshuler.isa-geek.com/FixRemedyMidTierPWMgr.user.js It requires GreaseMonkey for FireFox, and GreaseKit for Safari. Enjoy _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ARDBC LDAP Novell eDirectory ARS 7.5
It looks like you have set the base dn to c=ca; Base Table Name: ldap://142.212.154.39/c=ca??sub This will cause the LDAP plugin to try and retrieve a lot of information about the attributes in the tree and that may be the problem. Try setting the base dn to a single object of the type you are interested in (user?). Create the vendor form and then, once it is saved, edit ldap search URL via the form properties tabs and change it back to the more generic one that you want. Mark From: Action Request System discussion list(ARSList) [arsl...@arslist.org] On Behalf Of Elry [elryal...@gmail.com] Sent: 06 May 2009 18:23 To: arslist@ARSLIST.ORG Subject: ARDBC LDAP Novell eDirectory ARS 7.5 Hi Folks... Current Development Environment: ARS 7.5 SQL Server 2005 Windows Server 2003 We are trying to complete an LDAP Integration, but we are running into the following problems when connecting to a Novell eDiredtory that contains Groupwise information that we need to populate and update our People Schema. Here is what happens: 1) We configure the ARDBC LDAP form according to the manual and how we have it working with Apache DS. 2) We start the Plugin Log (set to All Log Level). 3) We attempt to create a Vendor Form using Developer Studio. 4) We wait (for about 90 seconds). 5) We do not see any LDAP Vendor Data Names. 6) Our LDAP Administrator indicates that he has provided Good User Credentials since we can connect using a (third party) LDAP Browser. We are relying heavily on our server administrator to give us the right credentials and permissions to get this to work. We are trying to ascertain what we should go back and ask for based on the Plugin Log file we have been analyzing (this is a summary): ldap_simple_bind(cn=ardbc,o=test_adm, hidden) Entering CLDAPDiscovery::Execute Entering CLDAPDiscovery::GetDSE Leaving CLDAPDiscovery::GetDSE CLDAPDiscovery::Execute - Base Table Name: ldap://142.212.154.39/c=ca??sub Entering CLDAPDiscovery::GetTableNames CLDAPDiscovery::ifEntriesExist - No More pages CLDAPDiscovery::ifEntriesExist - No More pages CLDAPDiscovery::ifEntriesExist - No More pages CLDAPDiscovery::ifEntriesExist - No More pages CLDAPDiscovery::GetTableNames numItems=%d CLDAPDiscovery::Execute ARDBCGetListSchemas OK There are no erros in the log file. Any ideas folks. Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Filter Phasing and Escalations
There is no Escalation naming convention. If all the Escalation does is a single action of setting a field on the form (as a flag to be processed) then it is a standard Phase 1 Set Fields action. All other work should be done by Filters (which do not care how they were triggered). A user going in with the User Tool or Mid-Tier and setting the same flag field will trigger the same Filters (This is how I test what my Escalations should do). If you are trying to make a complex Escalation with multiple actions I would switch it to a simple 1 action Escalation and do all the other work with Filters. You can then name the Filters to override the phase of the actions. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor Sent: Wednesday, May 06, 2009 12:07 PM To: arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations Right, and that takes me back to my question: will that naming convention have the same effect on the actions in an escalation like it does for a filter? Thanks, Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W Sent: Wednesday, May 06, 2009 7:59 AM To: arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations I have used it and it seems to work. The trick is since it is a Run Process action (Phase 3) you put it in its own filter with a naming convention of `! to force the action to run in Phase 1 Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault Sent: Wednesday, May 06, 2009 7:30 AM To: arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations Hi Lyle, FYI - I've yet to see the Run Process Application-Release-Pending work. Even with 7.5, it seems not to workit has not worked for me in the past or now, the way I was expecting it to work -Guillaume -Original Message- From: Action Request System discussion list(ARSList) on behalf of Lyle Taylor Sent: Tue 05/05/09 7:59 PM To: arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations Hi Dave, Thanks for replying, but I'm afraid I don't understand where you're trying to take me here. I understand what the various workflow is and where it executes. The problem is that not all actions happen as they are encountered in the workflow due to phasing. This can occasionally cause problems, because something that you may have expected to happen sooner in the workflow processing may not have yet been completed, because it happens in another phase or has been placed later on the queue. This appears to be happening here. Most of the time, things work as expected - however, I've seen it where not all of the processing from step two of my escalation has occurred before step three gets executed, I _think_ due to filter phasing and how the queues for the various filters on the two forms get managed. Basically, the documentation makes it sound like filter phasing applies to escalations as well as filters. If that's the case, then I just need to know whether the `! naming convention also applies. If so, then I think the approach I'm taking will work, namely: 1) Tag all new records 2) Run Process: Application-Release-Pending 3) Process all tagged records 4) Run Process: Application-Release-Pending 5) Tag any remaining records as No Configuration Matched Thanks, Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shellman, David Sent: Monday, May 04, 2009 8:45 PM To: arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations Lyle, Filters are actions that occur on the server. They function basically the same if a record is changed by a person, an API call, or an escalation. This includes phase 1, 2 and 3 actions. You can check by turning on filter logging on the server. --Original Message-- From: Lyle Taylor To: Arslist ReplyTo: Arslist Subject: Re: Filter Phasing and Escalations Sent: May 4, 2009 9:57 PM Let me clarify a bit. The documentation states that you can add the Run Process action Application-Release-Pending between each of the actions to get what I'm looking for and mentions that it can be used in escalations. However, since it normally runs in phase 3, you have to use the special filter naming convention to override filter phasing for it to be applied properly between the push fields actions. I guess my question boils down to this: do filter phases apply in escalations, and if they do, can you add `! to the escalation name to override phasing just like you do with filters? Thanks, Lyle -Original Message- From: Lyle Taylor Sent: Monday, May 04, 2009 4:05 PM To: 'arslist@ARSLIST.ORG' Subject: Filter Phasing and Escalations Hi All, Can anyone tell me if filter
Re: BMC technology day
The one in Houston last week was good! I won baseball tickets as a door prize! From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Wednesday, May 06, 2009 12:12 PM To: arslist@ARSLIST.ORG Subject: Re: BMC technology day ** I went to the one in Houston last week and it was good. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Drew Shuller Sent: Wednesday, May 06, 2009 12:08 PM To: arslist@ARSLIST.ORG Subject: BMC technology day ** Good morning ars-listers, did anyone receive an email about next week's BMC technology day in Dallas, TX? I can't find it anywhere on the bmc.com website. Nor can I find any information about Remedy user groups. Drew Shuller Tulsa, OK _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ Private and confidential as detailed here http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access hyperlink, please e-mail sender. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Approval Engine 7.1 Issues
Here is a sample of where an error occurs. We are not using the out of the box approvals exactly, but they are close, so this may look a little different. I cut off the end of this where it actually goes into the error processing of the approval process because that part is working. Thanks in advance for any advice you may have. Shawn Pierson APPR Get a list of Approval items to process (Wed May 06 2009 08:37:58.9270) APPR 0 new item(s) found (Wed May 06 2009 08:37:58.9270) APPR1 new item(s) found APPR Processing item number 0 (Wed May 06 2009 08:37:58.9430) APPR Initiated by -- tyates APPR Category -- Approval APPR Command -- Add-Sig APPR Source Form -- CHG:Infrastructure Change APPR Entry ID -- CRQ9176 APPR Tag -- Change Level IA - Review APPR Field ID 1-- 0 APPR Field ID 2-- 999 APPR Field ID 3-- 0 APPR Other Short -- APPR ggraber APPRProcess an 'Add-Sig' command APPRWorking with process Change Level IA - Review APPRHave an existing Approval Detail record, see if active APPRExpanding roles for approver(s): ggraber APPRCreate a new Signature Line record APPR created new signature line entry with ID 0024058 APPR Prepare notification for New Signature APPR Getting alternates for approver(s): ggraber APPR No alternates defined for this approver list APPR Sent to ggraber APPRDelete pending item -- 1027791 APPRSleeping for 30:00 minutes ... APPR Get a list of Approval items to process (Wed May 06 2009 08:38:21.2550) APPR 0 new item(s) found (Wed May 06 2009 08:38:21.2710) APPR1 new item(s) found APPR Processing item number 0 (Wed May 06 2009 08:38:21.2710) APPR Initiated by -- tyates APPR Category -- Approval APPR Command -- New-Details APPR Source Form -- CHG:Infrastructure Change APPR Entry ID -- CRQ9176 APPR Tag -- Change Level IA - Review APPR Field ID 1-- 0 APPR Field ID 2-- 0 APPR Field ID 3-- 0 APPRProcess a 'New-Details' command APPRWorking with process Change Level IA - Review APPRHave an existing Approval Detail record, see if active APPRCheck auto-approve rules APPRChecking for Signature Collector Rules APPR Process get authority rule Change Level IA - Review - Get Authority - Get APD ID APPR -- Run If passed -- perform set fields for this rule APPR Starting processing of set fields operation APPR Temp Char 1 (13060) = APD0018 APPR Done processing of set fields operation APPR Process get authority rule Change Level IA - Review - Get Authority - Check Approvers APPR -- Run If passed -- perform set fields for this rule APPR Starting processing of set fields operation APPR Done processing of set fields operation -- no value retrieved so no set APPRSkip self-approve rules as approval request not from originator of entry APPRCheck for self-assign as approval not initiated by owner APPR Option set to never self-assign APPRGet first approver APPRCheck prep get next approver rules APPR Process next approver rule Change Level IA - Review - Get Next Approver APPR -- Run If passed -- perform set of next approver list for this rule APPR Starting processing of set fields operation APPR Done processing of set fields operation -- no value retrieved so no set APPRSet approval details record for this entry to state Error APPR Clean all related support entries attached to detail record APPR Processed signature line 0024056 APPR Processed signature line 0024057 APPR Processed signature line 0024058 APPRPerform done rules APPR Process done rule Change Level IA - Review - Error APPR -- Match -- done rule applied APPR Starting processing of set fields operation APPR TempApprovalServerResult (301311800) = Error APPR Active Approval (103278) = APPR Change Request Status (7) = 5 APPR Status Reason (100150) = APPR Done processing of set fields operation From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Axton Sent: Wednesday, May 06, 2009 12:53 PM To: arslist@ARSLIST.ORG Subject: Re: Approval Engine 7.1 Issues ** Generally, in the approval logs, the section that reports an error will say why. Can you post that portion of the logs? 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, Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail
Re: BMC technology day
Go Astros! Other than that, how was it? What did they cover? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of Sanford, Claire Sent: Wednesday, May 06, 2009 1:28 PM To: arslist@ARSLIST.ORG Subject: Re: BMC technology day ** The one in Houston last week was good! I won baseball tickets as a door prize! -- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Wednesday, May 06, 2009 12:12 PM To: arslist@ARSLIST.ORG Subject: Re: BMC technology day ** I went to the one in Houston last week and it was good. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Drew Shuller Sent: Wednesday, May 06, 2009 12:08 PM To: arslist@ARSLIST.ORG Subject: BMC technology day ** Good morning ars-listers, did anyone receive an email about next week's BMC technology day in Dallas, TX? I can't find it anywhere on the bmc.com website. Nor can I find any information about Remedy user groups. Drew Shuller Tulsa, OK _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ Private and confidential as detailed here. If you cannot access hyperlink, please e-mail sender. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: BMC technology day
I found the listing on it under http://apps.bmc.com (The Events link at the bottom of the page). No info other than a contact person. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Drew Shuller Sent: Wednesday, May 06, 2009 1:31 PM To: arslist@ARSLIST.ORG Subject: Re: BMC technology day Go Astros! Other than that, how was it? What did they cover? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of Sanford, Claire Sent: Wednesday, May 06, 2009 1:28 PM To: arslist@ARSLIST.ORG Subject: Re: BMC technology day The one in Houston last week was good! I won baseball tickets as a door prize! From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Wednesday, May 06, 2009 12:12 PM To: arslist@ARSLIST.ORG Subject: Re: BMC technology day I went to the one in Houston last week and it was good. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Drew Shuller Sent: Wednesday, May 06, 2009 12:08 PM To: arslist@ARSLIST.ORG Subject: BMC technology day Good morning ars-listers, did anyone receive an email about next week's BMC technology day in Dallas, TX? I can't find it anywhere on the bmc.com website. Nor can I find any information about Remedy user groups. Drew Shuller Tulsa, OK ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ARDBC LDAP Novell eDirectory ARS 7.5
Mark You are a gentleman and a scholar! This worked perfectly. Once an chose a branch instead of the Tree - I saw immediate success. Thanks Again. On May 6, 2:07 pm, Walters, Mark mark_walt...@bmc.com wrote: It looks like you have set the base dn to c=ca; Base Table Name: ldap://142.212.154.39/c=ca??sub This will cause the LDAP plugin to try and retrieve a lot of information about the attributes in the tree and that may be the problem. Try setting the base dn to a single object of the type you are interested in (user?). Create the vendor form and then, once it is saved, edit ldap search URL via the form properties tabs and change it back to the more generic one that you want. Mark From: Action Request System discussion list(ARSList) [arsl...@arslist.org] On Behalf Of Elry [elryal...@gmail.com] Sent: 06 May 2009 18:23 To: arsl...@arslist.org Subject: ARDBC LDAP Novell eDirectory ARS 7.5 Hi Folks... Current Development Environment: ARS 7.5 SQL Server 2005 Windows Server 2003 We are trying to complete an LDAP Integration, but we are running into the following problems when connecting to a Novell eDiredtory that contains Groupwise information that we need to populate and update our People Schema. Here is what happens: 1) We configure the ARDBC LDAP form according to the manual and how we have it working with Apache DS. 2) We start the Plugin Log (set to All Log Level). 3) We attempt to create a Vendor Form using Developer Studio. 4) We wait (for about 90 seconds). 5) We do not see any LDAP Vendor Data Names. 6) Our LDAP Administrator indicates that he has provided Good User Credentials since we can connect using a (third party) LDAP Browser. We are relying heavily on our server administrator to give us the right credentials and permissions to get this to work. We are trying to ascertain what we should go back and ask for based on the Plugin Log file we have been analyzing (this is a summary): ldap_simple_bind(cn=ardbc,o=test_adm, hidden) Entering CLDAPDiscovery::Execute Entering CLDAPDiscovery::GetDSE Leaving CLDAPDiscovery::GetDSE CLDAPDiscovery::Execute - Base Table Name: ldap://142.212.154.39/c=ca??sub Entering CLDAPDiscovery::GetTableNames CLDAPDiscovery::ifEntriesExist - No More pages CLDAPDiscovery::ifEntriesExist - No More pages CLDAPDiscovery::ifEntriesExist - No More pages CLDAPDiscovery::ifEntriesExist - No More pages CLDAPDiscovery::GetTableNames numItems=%d CLDAPDiscovery::Execute ARDBCGetListSchemas OK There are no erros in the log file. Any ideas folks. Thanks! ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Approval Engine 7.1 Issues
Take a look at this section: Initiated by -- tyates Category -- Approval Command -- New-Details Source Form -- CHG:Infrastructure Change Entry ID -- CRQ9176 Tag -- Change Level IA - Review Field ID 1 -- 0 Field ID 2 -- 0 Field ID 3 -- 0 ... Get first approver Check prep get next approver rules Process next approver rule Change Level IA - Review - Get Next Approver -- Run If passed -- perform set of next approver list for this rule Starting processing of set fields operation Done processing of set fields operation -- no value retrieved so no set Set approval details record for this entry to state Error The approval rule Change Level IA - Review - Get Next Approver for approval process Change Level IA - Review is not able to determine the first approver, which results in an error. Take a look at the configuration data for the Change Level IA - Review approval process. 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, On Wed, May 6, 2009 at 1:28 PM, Pierson, Shawn shawn.pier...@sug.com wrote: ** Here is a sample of where an error occurs. We are not using the out of the box approvals exactly, but they are close, so this may look a little different. I cut off the end of this where it actually goes into the error processing of the approval process because that part is working. Thanks in advance for any advice you may have. Shawn Pierson APPR Get a list of Approval items to process (Wed May 06 2009 08:37:58.9270) APPR 0 new item(s) found (Wed May 06 2009 08:37:58.9270) APPR 1 new item(s) found APPR Processing item number 0 (Wed May 06 2009 08:37:58.9430) APPR Initiated by -- tyates APPR Category -- Approval APPR Command -- Add-Sig APPR Source Form -- CHG:Infrastructure Change APPR Entry ID -- CRQ9176 APPR Tag -- Change Level IA - Review APPR Field ID 1 -- 0 APPR Field ID 2 -- 999 APPR Field ID 3 -- 0 APPR Other Short -- APPR ggraber APPR Process an 'Add-Sig' command APPR Working with process Change Level IA - Review APPR Have an existing Approval Detail record, see if active APPR Expanding roles for approver(s): ggraber APPR Create a new Signature Line record APPR created new signature line entry with ID 0024058 APPR Prepare notification for New Signature APPR Getting alternates for approver(s): ggraber APPR No alternates defined for this approver list APPR Sent to ggraber APPR Delete pending item -- 1027791 APPR Sleeping for 30:00 minutes ... APPR Get a list of Approval items to process (Wed May 06 2009 08:38:21.2550) APPR 0 new item(s) found (Wed May 06 2009 08:38:21.2710) APPR 1 new item(s) found APPR Processing item number 0 (Wed May 06 2009 08:38:21.2710) APPR Initiated by -- tyates APPR Category -- Approval APPR Command -- New-Details APPR Source Form -- CHG:Infrastructure Change APPR Entry ID -- CRQ9176 APPR Tag -- Change Level IA - Review APPR Field ID 1 -- 0 APPR Field ID 2 -- 0 APPR Field ID 3 -- 0 APPR Process a 'New-Details' command APPR Working with process Change Level IA - Review APPR Have an existing Approval Detail record, see if active APPR Check auto-approve rules APPR Checking for Signature Collector Rules APPR Process get authority rule Change Level IA - Review - Get Authority - Get APD ID APPR -- Run If passed -- perform set fields for this rule APPR Starting processing of set fields operation APPR Temp Char 1 (13060) = APD0018 APPR Done processing of set fields operation APPR Process get authority rule Change Level IA - Review - Get Authority - Check Approvers APPR -- Run If passed -- perform set fields for this rule APPR Starting processing of set fields operation APPR Done processing of set fields operation -- no value retrieved so no set APPR Skip self-approve rules as approval request not from originator of entry APPR Check for self-assign as approval not initiated by owner APPR Option set to never self-assign APPR Get first approver APPR Check prep get next approver rules APPR Process next approver rule Change Level IA - Review - Get Next Approver APPR -- Run If passed -- perform set of next approver list for this rule APPR Starting processing of set fields operation APPR Done processing of set fields operation -- no value
Re: Approval Engine 7.1 Issues
Thanks. I looked at this process and it appears to be ok, and has all the default settings from BMC. What is also strange is that this same process works the vast majority of the time, but occasionally has this issue. In running a query, I was able to determine that this happened on 16 different change requests (out of over 400) created in the past 20 days or so, even though they seem to be virtually identical to other changes. In some cases, we even have templates that normally work (tied to product categories that bring in default approvers) that are used. These templates have failed twice out of a larger number of successful uses. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Axton Sent: Wednesday, May 06, 2009 2:12 PM To: arslist@ARSLIST.ORG Subject: Re: Approval Engine 7.1 Issues Take a look at this section: Initiated by -- tyates Category -- Approval Command -- New-Details Source Form -- CHG:Infrastructure Change Entry ID -- CRQ9176 Tag -- Change Level IA - Review Field ID 1-- 0 Field ID 2-- 0 Field ID 3-- 0 ... Get first approver Check prep get next approver rules Process next approver rule Change Level IA - Review - Get Next Approver -- Run If passed -- perform set of next approver list for this rule Starting processing of set fields operation Done processing of set fields operation -- no value retrieved so no set Set approval details record for this entry to state Error The approval rule Change Level IA - Review - Get Next Approver for approval process Change Level IA - Review is not able to determine the first approver, which results in an error. Take a look at the configuration data for the Change Level IA - Review approval process. 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, On Wed, May 6, 2009 at 1:28 PM, Pierson, Shawn shawn.pier...@sug.com wrote: ** Here is a sample of where an error occurs. We are not using the out of the box approvals exactly, but they are close, so this may look a little different. I cut off the end of this where it actually goes into the error processing of the approval process because that part is working. Thanks in advance for any advice you may have. Shawn Pierson APPR Get a list of Approval items to process (Wed May 06 2009 08:37:58.9270) APPR 0 new item(s) found (Wed May 06 2009 08:37:58.9270) APPR 1 new item(s) found APPR Processing item number 0 (Wed May 06 2009 08:37:58.9430) APPR Initiated by -- tyates APPR Category -- Approval APPR Command -- Add-Sig APPR Source Form -- CHG:Infrastructure Change APPR Entry ID -- CRQ9176 APPR Tag -- Change Level IA - Review APPR Field ID 1-- 0 APPR Field ID 2-- 999 APPR Field ID 3-- 0 APPR Other Short -- APPR ggraber APPR Process an 'Add-Sig' command APPR Working with process Change Level IA - Review APPR Have an existing Approval Detail record, see if active APPR Expanding roles for approver(s): ggraber APPR Create a new Signature Line record APPR created new signature line entry with ID 0024058 APPR Prepare notification for New Signature APPR Getting alternates for approver(s): ggraber APPR No alternates defined for this approver list APPR Sent to ggraber APPR Delete pending item -- 1027791 APPR Sleeping for 30:00 minutes ... APPR Get a list of Approval items to process (Wed May 06 2009 08:38:21.2550) APPR 0 new item(s) found (Wed May 06 2009 08:38:21.2710) APPR 1 new item(s) found APPR Processing item number 0 (Wed May 06 2009 08:38:21.2710) APPR Initiated by -- tyates APPR Category -- Approval APPR Command -- New-Details APPR Source Form -- CHG:Infrastructure Change APPR Entry ID -- CRQ9176 APPR Tag -- Change Level IA - Review APPR Field ID 1-- 0 APPR Field ID 2-- 0 APPR Field ID 3-- 0 APPR Process a 'New-Details' command APPR Working with process Change Level IA - Review APPR Have an existing Approval Detail record, see if active APPR Check auto-approve rules APPR Checking for Signature Collector Rules APPR Process get authority rule Change Level IA - Review - Get Authority - Get APD ID APPR -- Run If passed -- perform set fields for this rule APPR Starting processing of set fields operation APPR Temp Char 1 (13060) = APD0018 APPR Done processing of set fields operation
Re: Filter Phasing and Escalations
Thanks to all who responded. In the end, I've changed my approach slightly which effectively eliminates my problem. It's not that I was doing something complicated in the escalation, it just happened to be a 3-step process. I was originally tagging records to be processed so that I could immediately tag them as not having matched a configuration after processing. After further thought, I decided this wasn't necessary. Instead, I just process all matching records that haven't yet been processed (via a single set fields action in my escalation - filters do the rest), and then I have another escalation that tags old, unprocessed records as not matching a configuration. That's not necessarily ideal, but it will work well enough. Thanks, Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W Sent: Wednesday, May 06, 2009 12:14 PM To: arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations There is no Escalation naming convention. If all the Escalation does is a single action of setting a field on the form (as a flag to be processed) then it is a standard Phase 1 Set Fields action. All other work should be done by Filters (which do not care how they were triggered). A user going in with the User Tool or Mid-Tier and setting the same flag field will trigger the same Filters (This is how I test what my Escalations should do). If you are trying to make a complex Escalation with multiple actions I would switch it to a simple 1 action Escalation and do all the other work with Filters. You can then name the Filters to override the phase of the actions. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor Sent: Wednesday, May 06, 2009 12:07 PM To: arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations Right, and that takes me back to my question: will that naming convention have the same effect on the actions in an escalation like it does for a filter? Thanks, Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W Sent: Wednesday, May 06, 2009 7:59 AM To: arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations I have used it and it seems to work. The trick is since it is a Run Process action (Phase 3) you put it in its own filter with a naming convention of `! to force the action to run in Phase 1 Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault Sent: Wednesday, May 06, 2009 7:30 AM To: arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations Hi Lyle, FYI - I've yet to see the Run Process Application-Release-Pending work. Even with 7.5, it seems not to workit has not worked for me in the past or now, the way I was expecting it to work -Guillaume -Original Message- From: Action Request System discussion list(ARSList) on behalf of Lyle Taylor Sent: Tue 05/05/09 7:59 PM To: arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations Hi Dave, Thanks for replying, but I'm afraid I don't understand where you're trying to take me here. I understand what the various workflow is and where it executes. The problem is that not all actions happen as they are encountered in the workflow due to phasing. This can occasionally cause problems, because something that you may have expected to happen sooner in the workflow processing may not have yet been completed, because it happens in another phase or has been placed later on the queue. This appears to be happening here. Most of the time, things work as expected - however, I've seen it where not all of the processing from step two of my escalation has occurred before step three gets executed, I _think_ due to filter phasing and how the queues for the various filters on the two forms get managed. Basically, the documentation makes it sound like filter phasing applies to escalations as well as filters. If that's the case, then I just need to know whether the `! naming convention also applies. If so, then I think the approach I'm taking will work, namely: 1) Tag all new records 2) Run Process: Application-Release-Pending 3) Process all tagged records 4) Run Process: Application-Release-Pending 5) Tag any remaining records as No Configuration Matched Thanks, Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shellman, David Sent: Monday, May 04, 2009 8:45 PM To: arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations Lyle, Filters are actions that occur on the server. They function basically the same if a record is changed by a person, an API call, or an escalation. This includes phase 1, 2 and 3 actions. You
Re: Floating License/Write Access Problem after Upgrade to 7.1
Hi, I do not know about this particular problem, but would it not be possible to use the Submitter Mode Locked setting and set the Submitter-field to the same as Login Name and Assigned To? With this setting, you can update the User-record without a write-license. You can fix up your current records by exporting to an ARX-file and then reimporting using AR Import where you set the Submitter-field to the correct value. This sounds like a bug though... If a write-license is available, you should definitely be able to update. If it is only out-of-the-box workflow, it should work anyway... I had an issue in an update where one of the field became NULL instead of Zero, which caused the process to hang. This was in conjunction with an upgrade from 6.3 to 7.1. I think I fixed the data with export/import to ARX in this case as well. Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. We upgraded our server from 7.0.1 to 7.1 this past weekend. We are now having a problem with our floating license users updating their own user records. The fields they are trying to update have Assignee permissions (write access), and they are the assignee of their own user records. When first logging in, they're given a Read (floating) license. When trying to update their own user record, they get: ARERR [331] You do not have write access (for this entry) to field : [field(s) trying to update] What's strange is they can go to any another form (even when first logging in) and update a record with no problem. At this point they're given a write Floating license. Then after that, they can go to their user record and update it with no problem. So why aren't they given a write Floating license when first trying to update their user record? Any ideas are greatly appreciated. Thanks, Sharon Windows 2003 AR Server/Email Engine 7.1 patch 6 Approval Server 7.0.1 Oracle 10g ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Filter Phasing and Escalations
Hi, I found this KB in the knowledge base of BMC support site. It is KB KM-00025929 and it reads: Question How is Application-Release-Pending implemented and used in workflow? Answer Application-Release-Pending does have an effect but it is very specific. It releases only pending Push Fields actions on ARSetEntry (Modify) and makes those available to subsequent filters. The Push Fields action needs to be in a filter set to run out of phase (ending in `!) and the Application -Release-Pending needs to also be in a filter that runs out of phase. Filter processing on FormA Filter1`! - push action to FormB Filter2`! - Application-Release-Pending Filter3`! - set fields reading same record from FormB (pushed data is available here) Filter4 - set fields reading same record from FormB (pushed data is available here) If Filter2`! is disabled, then Filter3 and Filter4 no longer have access to the pushed data, but queries the record before the push occurs. HTH Regards. Rosana On Wed, May 6, 2009 at 2:06 PM, Lyle Taylor tayl...@ldschurch.org wrote: Right, and that takes me back to my question: will that naming convention have the same effect on the actions in an escalation like it does for a filter? Thanks, Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] On Behalf Of Grooms, Frederick W Sent: Wednesday, May 06, 2009 7:59 AM To: arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations I have used it and it seems to work. The trick is since it is a Run Process action (Phase 3) you put it in its own filter with a naming convention of `! to force the action to run in Phase 1 Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] On Behalf Of Guillaume Rheault Sent: Wednesday, May 06, 2009 7:30 AM To: arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations Hi Lyle, FYI - I've yet to see the Run Process Application-Release-Pending work. Even with 7.5, it seems not to workit has not worked for me in the past or now, the way I was expecting it to work -Guillaume -Original Message- From: Action Request System discussion list(ARSList) on behalf of Lyle Taylor Sent: Tue 05/05/09 7:59 PM To: arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations Hi Dave, Thanks for replying, but I'm afraid I don't understand where you're trying to take me here. I understand what the various workflow is and where it executes. The problem is that not all actions happen as they are encountered in the workflow due to phasing. This can occasionally cause problems, because something that you may have expected to happen sooner in the workflow processing may not have yet been completed, because it happens in another phase or has been placed later on the queue. This appears to be happening here. Most of the time, things work as expected - however, I've seen it where not all of the processing from step two of my escalation has occurred before step three gets executed, I _think_ due to filter phasing and how the queues for the various filters on the two forms get managed. Basically, the documentation makes it sound like filter phasing applies to escalations as well as filters. If that's the case, then I just need to know whether the `! naming convention also applies. If so, then I think the approach I'm taking will work, namely: 1) Tag all new records 2) Run Process: Application-Release-Pending 3) Process all tagged records 4) Run Process: Application-Release-Pending 5) Tag any remaining records as No Configuration Matched Thanks, Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] On Behalf Of Shellman, David Sent: Monday, May 04, 2009 8:45 PM To: arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations Lyle, Filters are actions that occur on the server. They function basically the same if a record is changed by a person, an API call, or an escalation. This includes phase 1, 2 and 3 actions. You can check by turning on filter logging on the server. --Original Message-- From: Lyle Taylor To: Arslist ReplyTo: Arslist Subject: Re: Filter Phasing and Escalations Sent: May 4, 2009 9:57 PM Let me clarify a bit. The documentation states that you can add the Run Process action Application-Release-Pending between each of the actions to get what I'm looking for and mentions that it can be used in escalations. However, since it normally runs in phase 3, you have to use the special filter naming convention to override filter phasing for it to be applied properly between the push fields actions. I guess my question boils down to this: do filter phases apply in escalations, and if they do, can you add `! to the escalation name to override phasing just like
Re: Floating License/Write Access Problem after Upgrade to 7.1
Misi, I tried this and got the same result. Thanks for the suggestion though! -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky Sent: Wednesday, May 06, 2009 2:26 PM To: arslist@ARSLIST.ORG Subject: Re: Floating License/Write Access Problem after Upgrade to 7.1 Hi, I do not know about this particular problem, but would it not be possible to use the Submitter Mode Locked setting and set the Submitter-field to the same as Login Name and Assigned To? With this setting, you can update the User-record without a write-license. You can fix up your current records by exporting to an ARX-file and then reimporting using AR Import where you set the Submitter-field to the correct value. This sounds like a bug though... If a write-license is available, you should definitely be able to update. If it is only out-of-the-box workflow, it should work anyway... I had an issue in an update where one of the field became NULL instead of Zero, which caused the process to hang. This was in conjunction with an upgrade from 6.3 to 7.1. I think I fixed the data with export/import to ARX in this case as well. Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. We upgraded our server from 7.0.1 to 7.1 this past weekend. We are now having a problem with our floating license users updating their own user records. The fields they are trying to update have Assignee permissions (write access), and they are the assignee of their own user records. When first logging in, they're given a Read (floating) license. When trying to update their own user record, they get: ARERR [331] You do not have write access (for this entry) to field : [field(s) trying to update] What's strange is they can go to any another form (even when first logging in) and update a record with no problem. At this point they're given a write Floating license. Then after that, they can go to their user record and update it with no problem. So why aren't they given a write Floating license when first trying to update their user record? Any ideas are greatly appreciated. Thanks, Sharon Windows 2003 AR Server/Email Engine 7.1 patch 6 Approval Server 7.0.1 Oracle 10g ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Floating License/Write Access Problem after Upgrade to 7.1
Just a blind shot, but in 7.x the Public group has to be Change type. Regards, Nicky Madjarov phone: 973-202-4278 Find out how to bust your AR System performance @ http://www.SpeedUpARS.com - Original Message - From: Mitchell, Sharon N. (MSFC-IS30)[UNITeS] sharon.n.mitch...@nasa.gov Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Sent: Wednesday, May 06, 2009 3:44 PM Subject: Re: Floating License/Write Access Problem after Upgrade to 7.1 Misi, I tried this and got the same result. Thanks for the suggestion though! -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky Sent: Wednesday, May 06, 2009 2:26 PM To: arslist@ARSLIST.ORG Subject: Re: Floating License/Write Access Problem after Upgrade to 7.1 Hi, I do not know about this particular problem, but would it not be possible to use the Submitter Mode Locked setting and set the Submitter-field to the same as Login Name and Assigned To? With this setting, you can update the User-record without a write-license. You can fix up your current records by exporting to an ARX-file and then reimporting using AR Import where you set the Submitter-field to the correct value. This sounds like a bug though... If a write-license is available, you should definitely be able to update. If it is only out-of-the-box workflow, it should work anyway... I had an issue in an update where one of the field became NULL instead of Zero, which caused the process to hang. This was in conjunction with an upgrade from 6.3 to 7.1. I think I fixed the data with export/import to ARX in this case as well. Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. We upgraded our server from 7.0.1 to 7.1 this past weekend. We are now having a problem with our floating license users updating their own user records. The fields they are trying to update have Assignee permissions (write access), and they are the assignee of their own user records. When first logging in, they're given a Read (floating) license. When trying to update their own user record, they get: ARERR [331] You do not have write access (for this entry) to field : [field(s) trying to update] What's strange is they can go to any another form (even when first logging in) and update a record with no problem. At this point they're given a write Floating license. Then after that, they can go to their user record and update it with no problem. So why aren't they given a write Floating license when first trying to update their user record? Any ideas are greatly appreciated. Thanks, Sharon Windows 2003 AR Server/Email Engine 7.1 patch 6 Approval Server 7.0.1 Oracle 10g ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Approval Engine 7.1 Issues
If you look at the rule, where does it get the approver from? 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, On Wed, May 6, 2009 at 2:21 PM, Pierson, Shawn shawn.pier...@sug.com wrote: Thanks. I looked at this process and it appears to be ok, and has all the default settings from BMC. What is also strange is that this same process works the vast majority of the time, but occasionally has this issue. In running a query, I was able to determine that this happened on 16 different change requests (out of over 400) created in the past 20 days or so, even though they seem to be virtually identical to other changes. In some cases, we even have templates that normally work (tied to product categories that bring in default approvers) that are used. These templates have failed twice out of a larger number of successful uses. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Axton Sent: Wednesday, May 06, 2009 2:12 PM To: arslist@ARSLIST.ORG Subject: Re: Approval Engine 7.1 Issues Take a look at this section: Initiated by -- tyates Category -- Approval Command -- New-Details Source Form -- CHG:Infrastructure Change Entry ID -- CRQ9176 Tag -- Change Level IA - Review Field ID 1 -- 0 Field ID 2 -- 0 Field ID 3 -- 0 ... Get first approver Check prep get next approver rules Process next approver rule Change Level IA - Review - Get Next Approver -- Run If passed -- perform set of next approver list for this rule Starting processing of set fields operation Done processing of set fields operation -- no value retrieved so no set Set approval details record for this entry to state Error The approval rule Change Level IA - Review - Get Next Approver for approval process Change Level IA - Review is not able to determine the first approver, which results in an error. Take a look at the configuration data for the Change Level IA - Review approval process. 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, On Wed, May 6, 2009 at 1:28 PM, Pierson, Shawn shawn.pier...@sug.com wrote: ** Here is a sample of where an error occurs. We are not using the out of the box approvals exactly, but they are close, so this may look a little different. I cut off the end of this where it actually goes into the error processing of the approval process because that part is working. Thanks in advance for any advice you may have. Shawn Pierson APPR Get a list of Approval items to process (Wed May 06 2009 08:37:58.9270) APPR 0 new item(s) found (Wed May 06 2009 08:37:58.9270) APPR 1 new item(s) found APPR Processing item number 0 (Wed May 06 2009 08:37:58.9430) APPR Initiated by -- tyates APPR Category -- Approval APPR Command -- Add-Sig APPR Source Form -- CHG:Infrastructure Change APPR Entry ID -- CRQ9176 APPR Tag -- Change Level IA - Review APPR Field ID 1 -- 0 APPR Field ID 2 -- 999 APPR Field ID 3 -- 0 APPR Other Short -- APPR ggraber APPR Process an 'Add-Sig' command APPR Working with process Change Level IA - Review APPR Have an existing Approval Detail record, see if active APPR Expanding roles for approver(s): ggraber APPR Create a new Signature Line record APPR created new signature line entry with ID 0024058 APPR Prepare notification for New Signature APPR Getting alternates for approver(s): ggraber APPR No alternates defined for this approver list APPR Sent to ggraber APPR Delete pending item -- 1027791 APPR Sleeping for 30:00 minutes ... APPR Get a list of Approval items to process (Wed May 06 2009 08:38:21.2550) APPR 0 new item(s) found (Wed May 06 2009 08:38:21.2710) APPR 1 new item(s) found APPR Processing item number 0 (Wed May 06 2009 08:38:21.2710) APPR Initiated by -- tyates APPR Category -- Approval APPR Command -- New-Details APPR Source Form -- CHG:Infrastructure Change APPR Entry ID -- CRQ9176 APPR Tag -- Change Level IA - Review APPR Field ID 1 -- 0 APPR Field ID 2 -- 0 APPR Field ID 3 -- 0 APPR Process a 'New-Details' command APPR Working with process Change Level IA - Review APPR Have an existing Approval Detail
Re: Floating License/Write Access Problem after Upgrade to 7.1
We have had the same issue since we install 7.1 patch 4. I have BMC working the issue as a bug, however, they can not reproduced the error. I was told that we were the only BMC customer reporting this issue. Thanks, Larry Zimmermann Remedy Team 4400 Dacoma, BH2, 1433F, Houston, Tx (Office)713-431-0172 (Cell)713-823-4985 Nicky Madjarov nmadja...@ver IZON.NET To Sent by: arslist@ARSLIST.ORG Actioncc Request System discussionSubject list(ARSList) Re: Floating License/Write Access arsl...@arsli Problem after Upgrade to 7.1 ST.ORG 05/06/2009 02:48 PM Please respond to arsl...@arslis T.ORG Just a blind shot, but in 7.x the Public group has to be Change type. Regards, Nicky Madjarov phone: 973-202-4278 Find out how to bust your AR System performance @ http://www.SpeedUpARS.com - Original Message - From: Mitchell, Sharon N. (MSFC-IS30)[UNITeS] sharon.n.mitch...@nasa.gov Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Sent: Wednesday, May 06, 2009 3:44 PM Subject: Re: Floating License/Write Access Problem after Upgrade to 7.1 Misi, I tried this and got the same result. Thanks for the suggestion though! -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky Sent: Wednesday, May 06, 2009 2:26 PM To: arslist@ARSLIST.ORG Subject: Re: Floating License/Write Access Problem after Upgrade to 7.1 Hi, I do not know about this particular problem, but would it not be possible to use the Submitter Mode Locked setting and set the Submitter-field to the same as Login Name and Assigned To? With this setting, you can update the User-record without a write-license. You can fix up your current records by exporting to an ARX-file and then reimporting using AR Import where you set the Submitter-field to the correct value. This sounds like a bug though... If a write-license is available, you should definitely be able to update. If it is only out-of-the-box workflow, it should work anyway... I had an issue in an update where one of the field became NULL instead of Zero, which caused the process to hang. This was in conjunction with an upgrade from 6.3 to 7.1. I think I fixed the data with export/import to ARX in this case as well. Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. We upgraded our server from 7.0.1 to 7.1 this past weekend. We are now having a problem with our floating license users updating their own user records. The fields they are trying to update have Assignee permissions (write access), and they are the assignee of their own user records. When first logging in, they're given a Read (floating) license. When trying to update their own user record, they get: ARERR [331] You do not have write access (for this entry) to field : [field(s) trying to update] What's strange is they can go to any another form (even when first logging in) and update a record with no problem. At this point they're given a write Floating license. Then after that, they can go to their
Re: Filter Phasing and Escalations
That's interesting - their documentation specifically states that it can be used in escalations as well. Thanks for the info! Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rosana Aira Sent: Wednesday, May 06, 2009 1:17 PM To: arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations ** Hi, I found this KB in the knowledge base of BMC support site. It is KB KM-00025929 and it reads: Question How is Application-Release-Pending implemented and used in workflow? Answer Application-Release-Pending does have an effect but it is very specific. It releases only pending Push Fields actions on ARSetEntry (Modify) and makes those available to subsequent filters. The Push Fields action needs to be in a filter set to run out of phase (ending in `!) and the Application-Release-Pending needs to also be in a filter that runs out of phase. Filter processing on FormA Filter1`! - push action to FormB Filter2`! - Application-Release-Pending Filter3`! - set fields reading same record from FormB (pushed data is available here) Filter4 - set fields reading same record from FormB (pushed data is available here) If Filter2`! is disabled, then Filter3 and Filter4 no longer have access to the pushed data, but queries the record before the push occurs. HTH Regards. Rosana On Wed, May 6, 2009 at 2:06 PM, Lyle Taylor tayl...@ldschurch.orgmailto:tayl...@ldschurch.org wrote: Right, and that takes me back to my question: will that naming convention have the same effect on the actions in an escalation like it does for a filter? Thanks, Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Wednesday, May 06, 2009 7:59 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations I have used it and it seems to work. The trick is since it is a Run Process action (Phase 3) you put it in its own filter with a naming convention of `! to force the action to run in Phase 1 Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault Sent: Wednesday, May 06, 2009 7:30 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations Hi Lyle, FYI - I've yet to see the Run Process Application-Release-Pending work. Even with 7.5, it seems not to workit has not worked for me in the past or now, the way I was expecting it to work -Guillaume -Original Message- From: Action Request System discussion list(ARSList) on behalf of Lyle Taylor Sent: Tue 05/05/09 7:59 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations Hi Dave, Thanks for replying, but I'm afraid I don't understand where you're trying to take me here. I understand what the various workflow is and where it executes. The problem is that not all actions happen as they are encountered in the workflow due to phasing. This can occasionally cause problems, because something that you may have expected to happen sooner in the workflow processing may not have yet been completed, because it happens in another phase or has been placed later on the queue. This appears to be happening here. Most of the time, things work as expected - however, I've seen it where not all of the processing from step two of my escalation has occurred before step three gets executed, I _think_ due to filter phasing and how the queues for the various filters on the two forms get managed. Basically, the documentation makes it sound like filter phasing applies to escalations as well as filters. If that's the case, then I just need to know whether the `! naming convention also applies. If so, then I think the approach I'm taking will work, namely: 1) Tag all new records 2) Run Process: Application-Release-Pending 3) Process all tagged records 4) Run Process: Application-Release-Pending 5) Tag any remaining records as No Configuration Matched Thanks, Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Monday, May 04, 2009 8:45 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations Lyle, Filters are actions that occur on the server. They function basically the same if a record is changed by a person, an API call, or an escalation. This includes phase 1, 2 and 3 actions. You can check by turning on filter logging on the server. --Original Message-- From: Lyle Taylor To: Arslist ReplyTo: Arslist Subject: Re: Filter Phasing and Escalations Sent: May 4, 2009 9:57 PM Let me clarify a bit. The documentation states that you can
Re: Floating License/Write Access Problem after Upgrade to 7.1
That's very interesting. I have opened a ticket with BMC as well, with no indication that they were aware of this problem. Are you handling this with a work around? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Larry Zimmermann Sent: Wednesday, May 06, 2009 2:56 PM To: arslist@ARSLIST.ORG Subject: Re: Floating License/Write Access Problem after Upgrade to 7.1 We have had the same issue since we install 7.1 patch 4. I have BMC working the issue as a bug, however, they can not reproduced the error. I was told that we were the only BMC customer reporting this issue. Thanks, Larry Zimmermann Remedy Team 4400 Dacoma, BH2, 1433F, Houston, Tx (Office)713-431-0172 (Cell)713-823-4985 Nicky Madjarov nmadja...@ver IZON.NET To Sent by: arslist@ARSLIST.ORG Actioncc Request System discussionSubject list(ARSList) Re: Floating License/Write Access arsl...@arsli Problem after Upgrade to 7.1 ST.ORG 05/06/2009 02:48 PM Please respond to arsl...@arslis T.ORG Just a blind shot, but in 7.x the Public group has to be Change type. Regards, Nicky Madjarov phone: 973-202-4278 Find out how to bust your AR System performance @ http://www.SpeedUpARS.com - Original Message - From: Mitchell, Sharon N. (MSFC-IS30)[UNITeS] sharon.n.mitch...@nasa.gov Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Sent: Wednesday, May 06, 2009 3:44 PM Subject: Re: Floating License/Write Access Problem after Upgrade to 7.1 Misi, I tried this and got the same result. Thanks for the suggestion though! -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky Sent: Wednesday, May 06, 2009 2:26 PM To: arslist@ARSLIST.ORG Subject: Re: Floating License/Write Access Problem after Upgrade to 7.1 Hi, I do not know about this particular problem, but would it not be possible to use the Submitter Mode Locked setting and set the Submitter-field to the same as Login Name and Assigned To? With this setting, you can update the User-record without a write-license. You can fix up your current records by exporting to an ARX-file and then reimporting using AR Import where you set the Submitter-field to the correct value. This sounds like a bug though... If a write-license is available, you should definitely be able to update. If it is only out-of-the-box workflow, it should work anyway... I had an issue in an update where one of the field became NULL instead of Zero, which caused the process to hang. This was in conjunction with an upgrade from 6.3 to 7.1. I think I fixed the data with export/import to ARX in this case as well. Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. We upgraded our server from 7.0.1 to 7.1 this past weekend. We are now having a problem with our floating license users updating their own user records. The fields they are trying to update have Assignee permissions (write access), and they are the assignee of their own user
Re: Floating License/Write Access Problem after Upgrade to 7.1
That's an interesting statement...I'm running 7.1 and my public is still a view group -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Nicky Madjarov Sent: Wednesday, May 06, 2009 1:49 PM To: arslist@ARSLIST.ORG Subject: Re: Floating License/Write Access Problem after Upgrade to 7.1 Just a blind shot, but in 7.x the Public group has to be Change type. Regards, Nicky Madjarov phone: 973-202-4278 Find out how to bust your AR System performance @ http://www.SpeedUpARS.com - Original Message - From: Mitchell, Sharon N. (MSFC-IS30)[UNITeS] sharon.n.mitch...@nasa.gov Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Sent: Wednesday, May 06, 2009 3:44 PM Subject: Re: Floating License/Write Access Problem after Upgrade to 7.1 Misi, I tried this and got the same result. Thanks for the suggestion though! -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky Sent: Wednesday, May 06, 2009 2:26 PM To: arslist@ARSLIST.ORG Subject: Re: Floating License/Write Access Problem after Upgrade to 7.1 Hi, I do not know about this particular problem, but would it not be possible to use the Submitter Mode Locked setting and set the Submitter-field to the same as Login Name and Assigned To? With this setting, you can update the User-record without a write-license. You can fix up your current records by exporting to an ARX-file and then reimporting using AR Import where you set the Submitter-field to the correct value. This sounds like a bug though... If a write-license is available, you should definitely be able to update. If it is only out-of-the-box workflow, it should work anyway... I had an issue in an update where one of the field became NULL instead of Zero, which caused the process to hang. This was in conjunction with an upgrade from 6.3 to 7.1. I think I fixed the data with export/import to ARX in this case as well. Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. We upgraded our server from 7.0.1 to 7.1 this past weekend. We are now having a problem with our floating license users updating their own user records. The fields they are trying to update have Assignee permissions (write access), and they are the assignee of their own user records. When first logging in, they're given a Read (floating) license. When trying to update their own user record, they get: ARERR [331] You do not have write access (for this entry) to field : [field(s) trying to update] What's strange is they can go to any another form (even when first logging in) and update a record with no problem. At this point they're given a write Floating license. Then after that, they can go to their user record and update it with no problem. So why aren't they given a write Floating license when first trying to update their user record? Any ideas are greatly appreciated. Thanks, Sharon Windows 2003 AR Server/Email Engine 7.1 patch 6 Approval Server 7.0.1 Oracle 10g ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Does the Release Mgmt 7.5 User Guide exist ??
Is there a user guide pdf for the Release Mgmt 7.5 (or 7.5.1) application? No. Release Management is not a product. It is a feature within the BMC Remedy Change Management application. Thus, all of the documentation can be found within the Change Management documentation. Is there any plan to have a BMC Remedy Change Management 7.5.1 User's Guide ? No. Modifying the guides themselves is quite an involved and pricey endeavor - so other delivery vehicles like release notes, white papers or technical bulletins are used for minor changes to the documentation between full releases. When the next minor or major version of ITSM is released, the information will be folded into the User's Guide. -David J. Easter Sr. Product Manager, Solution Strategy and Development BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault Sent: Tuesday, May 05, 2009 8:45 PM To: arslist@ARSLIST.ORG Subject: Does the Release Mgmt 7.5 User Guide exist ?? ** Hopefully David Easter can answer these ones... - Is there a user guide pdf for the Release Mgmt 7.5 (or 7.5.1) application? I don't see any such document in the BMC support web site... If there is none currently available, will there be one in the near future? - The Change Mgmt 7.5.1 has a very significant new feature, i.e. the phase management added to the Task Mgmt. Is there any plan to have a BMC Remedy Change Management 7.5.1 User's Guide ? Or are the ITSM 7.5.1 release notes the only publicly available information on this new feature? Seems to me like a good idea to have a new 7.5.1 Change Mgmt user's guide, it is cleaner. I guess my overall question is, as BMC releases new features of ITSM, it would be normal to expect that the ITSM applications user guides would be updated with the new functionality, even for minor releases (that contain significant new functionality) Thanks for any comments Guillaume _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Approval Engine 7.1 Issues
It gets it from CHG:ChangeImpctAreaApproverLookup, a join form of default approval information, which appears to be populated correctly for the most part. However, after looking into the contents of that join form, I looked up any records where the Approval Definition ID was APD0018. There are no records of it. This then made me remember that BMC support had me delete some records in the AP:Notification form because there was an issue upgrading from 7.0 to 7.1. I'm wondering if the guy at BMC support only gave me a partial solution to the problem, since it appears we are missing some records somewhere. I'm not sure what is missing as of yet, but I'm starting to suspect that this could be due to us referencing something that doesn't exist on one of my bypass approval phases, where I implemented my own version of Release Management in Change Management. When you submit a Change with a Change Type of Release, it uses an approval phase to bypass a few statuses so you can get an approval and go straight into Scheduled when you create it. My theory is that if a user somehow mistakenly adds an approver manually at that point before the Change is marked for the correct phase, it will trigger this error. I'll mess around with this and see what happens, but a solution is appearing to be closer. Thanks for your help. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Axton Sent: Wednesday, May 06, 2009 2:49 PM To: arslist@ARSLIST.ORG Subject: Re: Approval Engine 7.1 Issues If you look at the rule, where does it get the approver from? 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, On Wed, May 6, 2009 at 2:21 PM, Pierson, Shawn shawn.pier...@sug.com wrote: Thanks. I looked at this process and it appears to be ok, and has all the default settings from BMC. What is also strange is that this same process works the vast majority of the time, but occasionally has this issue. In running a query, I was able to determine that this happened on 16 different change requests (out of over 400) created in the past 20 days or so, even though they seem to be virtually identical to other changes. In some cases, we even have templates that normally work (tied to product categories that bring in default approvers) that are used. These templates have failed twice out of a larger number of successful uses. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Axton Sent: Wednesday, May 06, 2009 2:12 PM To: arslist@ARSLIST.ORG Subject: Re: Approval Engine 7.1 Issues Take a look at this section: Initiated by -- tyates Category -- Approval Command -- New-Details Source Form -- CHG:Infrastructure Change Entry ID -- CRQ9176 Tag -- Change Level IA - Review Field ID 1-- 0 Field ID 2-- 0 Field ID 3-- 0 ... Get first approver Check prep get next approver rules Process next approver rule Change Level IA - Review - Get Next Approver -- Run If passed -- perform set of next approver list for this rule Starting processing of set fields operation Done processing of set fields operation -- no value retrieved so no set Set approval details record for this entry to state Error The approval rule Change Level IA - Review - Get Next Approver for approval process Change Level IA - Review is not able to determine the first approver, which results in an error. Take a look at the configuration data for the Change Level IA - Review approval process. 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, On Wed, May 6, 2009 at 1:28 PM, Pierson, Shawn shawn.pier...@sug.com wrote: ** Here is a sample of where an error occurs. We are not using the out of the box approvals exactly, but they are close, so this may look a little different. I cut off the end of this where it actually goes into the error processing of the approval process because that part is working. Thanks in advance for any advice you may have. Shawn Pierson APPR Get a list of Approval items to process (Wed May 06 2009 08:37:58.9270) APPR 0 new item(s) found (Wed May 06 2009 08:37:58.9270) APPR 1 new item(s) found APPR Processing item number 0 (Wed May 06 2009 08:37:58.9430) APPR Initiated by -- tyates APPR Category -- Approval APPR Command -- Add-Sig APPR Source Form -- CHG:Infrastructure Change APPR Entry ID
Re: Filter Phasing and Escalations
It could be a documentation bug -Guillaume -Original Message- From: Action Request System discussion list(ARSList) on behalf of Lyle Taylor Sent: Wed 05/06/09 3:57 PM To: arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations That's interesting - their documentation specifically states that it can be used in escalations as well. Thanks for the info! Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rosana Aira Sent: Wednesday, May 06, 2009 1:17 PM To: arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations ** Hi, I found this KB in the knowledge base of BMC support site. It is KB KM-00025929 and it reads: Question How is Application-Release-Pending implemented and used in workflow? Answer Application-Release-Pending does have an effect but it is very specific. It releases only pending Push Fields actions on ARSetEntry (Modify) and makes those available to subsequent filters. The Push Fields action needs to be in a filter set to run out of phase (ending in `!) and the Application-Release-Pending needs to also be in a filter that runs out of phase. Filter processing on FormA Filter1`! - push action to FormB Filter2`! - Application-Release-Pending Filter3`! - set fields reading same record from FormB (pushed data is available here) Filter4 - set fields reading same record from FormB (pushed data is available here) If Filter2`! is disabled, then Filter3 and Filter4 no longer have access to the pushed data, but queries the record before the push occurs. HTH Regards. Rosana On Wed, May 6, 2009 at 2:06 PM, Lyle Taylor tayl...@ldschurch.orgmailto:tayl...@ldschurch.org wrote: Right, and that takes me back to my question: will that naming convention have the same effect on the actions in an escalation like it does for a filter? Thanks, Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Wednesday, May 06, 2009 7:59 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations I have used it and it seems to work. The trick is since it is a Run Process action (Phase 3) you put it in its own filter with a naming convention of `! to force the action to run in Phase 1 Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault Sent: Wednesday, May 06, 2009 7:30 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations Hi Lyle, FYI - I've yet to see the Run Process Application-Release-Pending work. Even with 7.5, it seems not to workit has not worked for me in the past or now, the way I was expecting it to work -Guillaume -Original Message- From: Action Request System discussion list(ARSList) on behalf of Lyle Taylor Sent: Tue 05/05/09 7:59 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations Hi Dave, Thanks for replying, but I'm afraid I don't understand where you're trying to take me here. I understand what the various workflow is and where it executes. The problem is that not all actions happen as they are encountered in the workflow due to phasing. This can occasionally cause problems, because something that you may have expected to happen sooner in the workflow processing may not have yet been completed, because it happens in another phase or has been placed later on the queue. This appears to be happening here. Most of the time, things work as expected - however, I've seen it where not all of the processing from step two of my escalation has occurred before step three gets executed, I _think_ due to filter phasing and how the queues for the various filters on the two forms get managed. Basically, the documentation makes it sound like filter phasing applies to escalations as well as filters. If that's the case, then I just need to know whether the `! naming convention also applies. If so, then I think the approach I'm taking will work, namely: 1) Tag all new records 2) Run Process: Application-Release-Pending 3) Process all tagged records 4) Run Process: Application-Release-Pending 5) Tag any remaining records as No Configuration Matched Thanks, Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Monday, May 04, 2009 8:45 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Filter Phasing and Escalations Lyle, Filters are actions that occur on the server. They function basically the same if a record is changed by a person, an API call, or an escalation. This includes phase 1, 2 and 3 actions. You can check by
Re: Floating License/Write Access Problem after Upgrade to 7.1
I think it is Approval Server that changes Public to a Change group. Do you have Approval Server installed? On Wed, May 6, 2009 at 1:03 PM, LJ Longwing lj.longw...@gmail.com wrote: That's an interesting statement...I'm running 7.1 and my public is still a view group -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Nicky Madjarov Sent: Wednesday, May 06, 2009 1:49 PM To: arslist@ARSLIST.ORG Subject: Re: Floating License/Write Access Problem after Upgrade to 7.1 Just a blind shot, but in 7.x the Public group has to be Change type. Regards, Nicky Madjarov phone: 973-202-4278 Find out how to bust your AR System performance @ http://www.SpeedUpARS.com - Original Message - From: Mitchell, Sharon N. (MSFC-IS30)[UNITeS] sharon.n.mitch...@nasa.gov Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Sent: Wednesday, May 06, 2009 3:44 PM Subject: Re: Floating License/Write Access Problem after Upgrade to 7.1 Misi, I tried this and got the same result. Thanks for the suggestion though! -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky Sent: Wednesday, May 06, 2009 2:26 PM To: arslist@ARSLIST.ORG Subject: Re: Floating License/Write Access Problem after Upgrade to 7.1 Hi, I do not know about this particular problem, but would it not be possible to use the Submitter Mode Locked setting and set the Submitter-field to the same as Login Name and Assigned To? With this setting, you can update the User-record without a write-license. You can fix up your current records by exporting to an ARX-file and then reimporting using AR Import where you set the Submitter-field to the correct value. This sounds like a bug though... If a write-license is available, you should definitely be able to update. If it is only out-of-the-box workflow, it should work anyway... I had an issue in an update where one of the field became NULL instead of Zero, which caused the process to hang. This was in conjunction with an upgrade from 6.3 to 7.1. I think I fixed the data with export/import to ARX in this case as well. Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. We upgraded our server from 7.0.1 to 7.1 this past weekend. We are now having a problem with our floating license users updating their own user records. The fields they are trying to update have Assignee permissions (write access), and they are the assignee of their own user records. When first logging in, they're given a Read (floating) license. When trying to update their own user record, they get: ARERR [331] You do not have write access (for this entry) to field : [field(s) trying to update] What's strange is they can go to any another form (even when first logging in) and update a record with no problem. At this point they're given a write Floating license. Then after that, they can go to their user record and update it with no problem. So why aren't they given a write Floating license when first trying to update their user record? Any ideas are greatly appreciated. Thanks, Sharon Windows 2003 AR Server/Email Engine 7.1 patch 6 Approval Server 7.0.1 Oracle 10g ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum
Re: Floating License/Write Access Problem after Upgrade to 7.1
Thanks Nicky. This didn't fix the problem we are having with the write access on the user records. However, this did fix a different problem we were having with write access errors when trying to approve a record using Approval Server. Thanks! -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Nicky Madjarov Sent: Wednesday, May 06, 2009 2:49 PM To: arslist@ARSLIST.ORG Subject: Re: Floating License/Write Access Problem after Upgrade to 7.1 Just a blind shot, but in 7.x the Public group has to be Change type. Regards, Nicky Madjarov phone: 973-202-4278 Find out how to bust your AR System performance @ http://www.SpeedUpARS.com - Original Message - From: Mitchell, Sharon N. (MSFC-IS30)[UNITeS] sharon.n.mitch...@nasa.gov Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Sent: Wednesday, May 06, 2009 3:44 PM Subject: Re: Floating License/Write Access Problem after Upgrade to 7.1 Misi, I tried this and got the same result. Thanks for the suggestion though! -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky Sent: Wednesday, May 06, 2009 2:26 PM To: arslist@ARSLIST.ORG Subject: Re: Floating License/Write Access Problem after Upgrade to 7.1 Hi, I do not know about this particular problem, but would it not be possible to use the Submitter Mode Locked setting and set the Submitter-field to the same as Login Name and Assigned To? With this setting, you can update the User-record without a write-license. You can fix up your current records by exporting to an ARX-file and then reimporting using AR Import where you set the Submitter-field to the correct value. This sounds like a bug though... If a write-license is available, you should definitely be able to update. If it is only out-of-the-box workflow, it should work anyway... I had an issue in an update where one of the field became NULL instead of Zero, which caused the process to hang. This was in conjunction with an upgrade from 6.3 to 7.1. I think I fixed the data with export/import to ARX in this case as well. Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. We upgraded our server from 7.0.1 to 7.1 this past weekend. We are now having a problem with our floating license users updating their own user records. The fields they are trying to update have Assignee permissions (write access), and they are the assignee of their own user records. When first logging in, they're given a Read (floating) license. When trying to update their own user record, they get: ARERR [331] You do not have write access (for this entry) to field : [field(s) trying to update] What's strange is they can go to any another form (even when first logging in) and update a record with no problem. At this point they're given a write Floating license. Then after that, they can go to their user record and update it with no problem. So why aren't they given a write Floating license when first trying to update their user record? Any ideas are greatly appreciated. Thanks, Sharon Windows 2003 AR Server/Email Engine 7.1 patch 6 Approval Server 7.0.1 Oracle 10g ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Does the Release Mgmt 7.5 User Guide exist ??
Thanks for the reply David. -Guillaume -Original Message- From: Action Request System discussion list(ARSList) on behalf of Easter, David Sent: Wed 05/06/09 4:03 PM To: arslist@ARSLIST.ORG Subject: Re: Does the Release Mgmt 7.5 User Guide exist ?? Is there a user guide pdf for the Release Mgmt 7.5 (or 7.5.1) application? No. Release Management is not a product. It is a feature within the BMC Remedy Change Management application. Thus, all of the documentation can be found within the Change Management documentation. Is there any plan to have a BMC Remedy Change Management 7.5.1 User's Guide ? No. Modifying the guides themselves is quite an involved and pricey endeavor - so other delivery vehicles like release notes, white papers or technical bulletins are used for minor changes to the documentation between full releases. When the next minor or major version of ITSM is released, the information will be folded into the User's Guide. -David J. Easter Sr. Product Manager, Solution Strategy and Development BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault Sent: Tuesday, May 05, 2009 8:45 PM To: arslist@ARSLIST.ORG Subject: Does the Release Mgmt 7.5 User Guide exist ?? ** Hopefully David Easter can answer these ones... - Is there a user guide pdf for the Release Mgmt 7.5 (or 7.5.1) application? I don't see any such document in the BMC support web site... If there is none currently available, will there be one in the near future? - The Change Mgmt 7.5.1 has a very significant new feature, i.e. the phase management added to the Task Mgmt. Is there any plan to have a BMC Remedy Change Management 7.5.1 User's Guide ? Or are the ITSM 7.5.1 release notes the only publicly available information on this new feature? Seems to me like a good idea to have a new 7.5.1 Change Mgmt user's guide, it is cleaner. I guess my overall question is, as BMC releases new features of ITSM, it would be normal to expect that the ITSM applications user guides would be updated with the new functionality, even for minor releases (that contain significant new functionality) Thanks for any comments Guillaume _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Job: 5 Month SLM Resource
Location; Research Triangle Park, NC Contract SLM Installation on Unix/Oracle/7.X Rates: 60-80HR All Inclusive Must be Onsite No H1-B candidates Please Call or email for more details... On the road 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 http://www.linkedin.com/in/joshkitchen Please don't keep me a secret... a referral is the best compliment I can receive. Sent from Blackberry
Re: Floating License/Write Access Problem after Upgrade to 7.1
Nopeso an accurate statement would be that 7.x approval server requires Public to be change...:) _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jason Miller Sent: Wednesday, May 06, 2009 2:11 PM To: arslist@ARSLIST.ORG Subject: Re: Floating License/Write Access Problem after Upgrade to 7.1 ** I think it is Approval Server that changes Public to a Change group. Do you have Approval Server installed? On Wed, May 6, 2009 at 1:03 PM, LJ Longwing lj.longw...@gmail.com wrote: That's an interesting statement...I'm running 7.1 and my public is still a view group -Original Message- From: Action Request System discussion list(ARSList) _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Install ARS71 with Oracle10g
Hi, All I have installed ars7.1 with Oracle10g, before the install finish a messager pop-up saying Failed to create a valid Admin user, and cannot complete importing of forms or data. -OS:Windwos 2003 RC1 -DB:Oracle 10g Any reply will be appreciated Best Regards! Kevin, Jin Leadtrust, Hangzhou, China -- Add: Floor 8, Huaxing Centry Building, No.317 Wantang Rd, Hangzhou, 310012 PRC Tel:086-0571-87397397 Fax:086-0571-87397399 Mobile:13777801411 Web:www.leadtrust.cn ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
ARS with Load Balance
Hi All Do BMC have some Documents to describe how ARS works with the Load Balance Hardware? Thanks a lot Best Regards! Kevin, Jin Leadtrust, Hangzhou, China -- Add: Floor 8, Huaxing Centry Building, No.317 Wantang Rd, Hangzhou, 310012 PRC Tel:086-0571-87397397 Fax:086-0571-87397399 Mobile:13777801411 Web:www.leadtrust.cn ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
