Oracle Grid Control and Remedy ITSM

2009-05-06 Thread mike
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

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License Information

2009-05-06 Thread pintu mallick
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





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Re: Filter Phasing and Escalations

2009-05-06 Thread Guillaume Rheault
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)


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Approval Engine 7.1 Issues

2009-05-06 Thread Pierson, Shawn
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



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Re: Filter Phasing and Escalations

2009-05-06 Thread Grooms, Frederick W
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)

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Re: Filter Phasing and Escalations

2009-05-06 Thread Guillaume Rheault
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)

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ITSM 7.5.1 install failure

2009-05-06 Thread Seth Wrye
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

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OT:Experienced Remedy Developer Available - Remote Preferred

2009-05-06 Thread Steven Casey
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

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Question on NTE:NotificationMessages

2009-05-06 Thread Drake,Dave
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

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Unauthorized forwarding, printing, copying, distribution, or use of such 
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Remedy Applications Analyst, Front Line Support- Downers Grove, IL- Full time with Benefits, onsite, no travel requirement

2009-05-06 Thread Wish, Melissa
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

 

 

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Are_ 


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image001.gif

Re: Question on NTE:NotificationMessages

2009-05-06 Thread Chowdhury, Tauf
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



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information contained in this message is confidential and may constitute
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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
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(816)221-1024.

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Floating License/Write Access Problem after Upgrade to 7.1

2009-05-06 Thread Mitchell, Sharon N. (MSFC-IS30)[UNITeS]
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

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Re: Question on NTE:NotificationMessages

2009-05-06 Thread Pierson, Shawn
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


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Re: Filter Phasing and Escalations

2009-05-06 Thread Lyle Taylor
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)

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BMC technology day

2009-05-06 Thread Drew Shuller
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

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Re: Question on NTE:NotificationMessages

2009-05-06 Thread Drake,Dave
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



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OT: SmartPro Consulting

2009-05-06 Thread 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.

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Re: BMC technology day

2009-05-06 Thread strauss
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
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OT: SmartPro Consulting

2009-05-06 Thread 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.

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SmartPro_Consulting-About_US.pdf
Description: Adobe PDF document


Re: BMC technology day

2009-05-06 Thread Pierson, Shawn
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_

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ARDBC LDAP Novell eDirectory ARS 7.5

2009-05-06 Thread Elry
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!

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Re: Approval Engine 7.1 Issues

2009-05-06 Thread Axton
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


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Re: ARDBC LDAP Novell eDirectory ARS 7.5

2009-05-06 Thread Axton
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!


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Re: ARDBC LDAP Novell eDirectory ARS 7.5

2009-05-06 Thread Elry
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!

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Re: Approval Engine 7.1 Issues

2009-05-06 Thread Pierson, Shawn
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


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Re: Approval Engine 7.1 Issues

2009-05-06 Thread Axton
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





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Re: ARS Remedy Browser Password Management

2009-05-06 Thread Generic Email

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


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Re: ARDBC LDAP Novell eDirectory ARS 7.5

2009-05-06 Thread Walters, Mark
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!

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Re: Filter Phasing and Escalations

2009-05-06 Thread Grooms, Frederick W
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

2009-05-06 Thread Sanford, Claire
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

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Are_ 

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Re: Approval Engine 7.1 Issues

2009-05-06 Thread Pierson, Shawn
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

2009-05-06 Thread Drew Shuller
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

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Are_

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Re: BMC technology day

2009-05-06 Thread Grooms, Frederick W
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

 

 

 


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Re: ARDBC LDAP Novell eDirectory ARS 7.5

2009-05-06 Thread Elry
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!

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Re: Approval Engine 7.1 Issues

2009-05-06 Thread Axton
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

2009-05-06 Thread Pierson, Shawn
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

2009-05-06 Thread Lyle Taylor
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

2009-05-06 Thread Misi Mladoniczky
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

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Re: Filter Phasing and Escalations

2009-05-06 Thread Rosana Aira
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

2009-05-06 Thread Mitchell, Sharon N. (MSFC-IS30)[UNITeS]
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

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Re: Floating License/Write Access Problem after Upgrade to 7.1

2009-05-06 Thread Nicky Madjarov

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

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Re: Approval Engine 7.1 Issues

2009-05-06 Thread Axton
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

2009-05-06 Thread Larry Zimmermann
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

2009-05-06 Thread Lyle Taylor
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

2009-05-06 Thread Mitchell, Sharon N. (MSFC-IS30)[UNITeS]
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

2009-05-06 Thread LJ Longwing
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



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Re: Does the Release Mgmt 7.5 User Guide exist ??

2009-05-06 Thread Easter, David
 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



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Re: Approval Engine 7.1 Issues

2009-05-06 Thread Pierson, Shawn
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

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Re: Filter Phasing and Escalations

2009-05-06 Thread Guillaume Rheault
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

2009-05-06 Thread Jason Miller
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
 
 

 
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Re: Floating License/Write Access Problem after Upgrade to 7.1

2009-05-06 Thread Mitchell, Sharon N. (MSFC-IS30)[UNITeS]
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

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Re: Does the Release Mgmt 7.5 User Guide exist ??

2009-05-06 Thread Guillaume Rheault
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



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2009-05-06 Thread Kitchen, Joshua T
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Contract
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Rates:  60-80HR All Inclusive
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Information Technology Recruiter
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Re: Floating License/Write Access Problem after Upgrade to 7.1

2009-05-06 Thread LJ Longwing
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)
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Install ARS71 with Oracle10g

2009-05-06 Thread 金恺
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

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ARS with Load Balance

2009-05-06 Thread 金恺
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

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