Re: Subscribing to ARSLIST

[Daniel Bloom]

As long as we get laughs and giggles as well as all the good advice :-)
 
Subscribe to the arslist by sending an email to lists...@arslist.org
 
Body of text (subject line isn't important) is:
 
subscribe arslist  
 
There are currently around 4850 direct subscrptions.
 
In the days of Remedy there was full internal support of the list,
and everyone in engineering was required to read it.
 
It was smaller back then, and remember, even if Remedy ARSystem is aguably
the most important
product BMC has, they have dozens of others as well.
 
. Daniel
ARSlist Founder
p.s. they really want people to use the developer network, which does have
some good discussions

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza
Sent: October 1, 2009 8:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Subscribing to ARSLIST


** 
To be honest I had not really heard of the ARS List until about a couple of
years after having already worked with Remedy. This was because Remedy was
not as popular in Asia as it was here or in Europe. And back then there
weren't enough search engines to find stuff on the net..
 
The list is now popular among Remedy admins and developers in Asia but back
then very few in Asia even knew what Remedy was. And even when some started
to hear a little about it all they thought it was is a software for managing
a helpdesk.
 
I think I first heard of the list somewhere around 2000, and joined it for
laughs and giggles not knowing what I am getting myself into :-) But I sure
am glad I did!
 
Joe

  _  

From: Guillaume Rheault 
To: arslist@ARSLIST.ORG
Sent: Thursday, October 1, 2009 4:47:30 PM
Subject: Re: Subscribing to ARSLIST

** 

You had a knowledgeable sales repwhich is not common

A lot of them, including today, are totally clueless, they may as well sale
bicycles, 'cause cars would be too complicated!

Guillaume


-Original Message-
From: Action Request System discussion list(ARSList) on behalf of strauss
Sent: Thu 10/01/09 3:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: Subscribing to ARSLIST

Times change, but that was one of the first things our Remedy Corp. sales
rep recommended that I do (in 1997).

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 Martin, Robert
Sent: Thursday, October 01, 2009 2:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Subscribing to ARSLIST

**
Thanks, Frederick!

I also got an off-line reply from Brad Benedict (sorry if I am using your
name without permission) directing me to:
http://listserv.rbugs.com/cgi-bin/wa.exe?SUBED1=arslist&A=1.

But how would a new Remedy administrator know to do either of these?

Dwayne

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Thursday, October 01, 2009 1:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Subscribing to ARSLIST

**
I still do the god old fashioned method of sending an email to the list
server

To:lists...@listserv.rbugs.com
Subject:List Command

Body:SUBSCRIBE ARSLIST Joe H. Smith

(of course replacing Joe H. Smith with the real name)



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Martin, Robert
Sent: Thursday, October 01, 2009 11:58 AM
To: arslist@ARSLIST.ORG
Subject: Subscribing to ARSLIST

**
Dear List,

I am trying to help a new user subscribe to ARSLIST.  I once found
instructions on the BMC Support website, but now I can't find them again.

I went to the archives and "Subscriber's Corner" and selected "Show: All
Lists," but it didn't bring up ARSLIST.

I appreciate BMC's desire to not "own" ARSLIST, but it seems that letting
people know about its existence would not be going too far.

Dwayne Martin
James Madison University


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Re: Performance Issues with 7.1 Patch 7 Email

[Begosh, Kevin]

Tim,
How many records on are on the email messages form?

Kevin Begosh, RSP
Remedy Development
ACE-IT
IS&GS Defense
301-791-3540 Phone
240-291-2467 Cell
kevin.beg...@lmco.com

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Tim Rondeau
Sent: Thursday, October 01, 2009 10:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Performance Issues with 7.1 Patch 7 Email

**
Joe,

Looking at it now, I don't think it was email.I think the errors in the log 
because database was too busy.

Do you have 7.1 patch 7, we are running on windows?  Seen any performance 
issues.

Tim

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza
Sent: Friday, October 02, 2009 12:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Performance Issues with 7.1 Patch 7 Email

**
Tim,

If the unprocessed emails in that form are not really important, then I would 
suggest to truncate the T64 and H64 and the email attachment tables T H and B 
table.. and the other relationship tables

Then once you have the ball rolling again, make sure that a new email after 
being processed is being auto deleted. I do not remember offhand if its an 
escalation that deletes it periodically or if a filter deletes it after having 
processed the email. But whatever it is - if it fails to delete, you need to 
look into why. Maybe your error logs would tell you something?

Joe


From: Tim Rondeau 
To: arslist@ARSLIST.ORG
Sent: Thursday, October 1, 2009 11:12:48 PM
Subject: Performance Issues with 7.1 Patch 7 Email

**
Running 7.1 patch 7 and noticing slowness which really brings remedy to a hault.

The table is T.64 which is AR SYSTEM Email Messages.  Anyone have performance 
issues with this version.

Thanks

Tim

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Re: Performance Issues with 7.1 Patch 7 Email

[Tanner, Doug]

We have experienced some "fun" with Remedy 7.1 P7 email, more with
Outbound intermittently NOT sending attachments. Contact me off list and
I can give you the "short story".

 

 Oh how I wish I still had Rem-Mail.

 

Doug

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Begosh, Kevin
Sent: Friday, October 02, 2009 8:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: Performance Issues with 7.1 Patch 7 Email

 

** 

Tim,

How many records on are on the email messages form?

 

Kevin Begosh, RSP

Remedy Development

ACE-IT

IS&GS Defense

301-791-3540 Phone

240-291-2467 Cell

kevin.beg...@lmco.com

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Tim Rondeau
Sent: Thursday, October 01, 2009 10:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Performance Issues with 7.1 Patch 7 Email

 

** 

Joe,

 

Looking at it now, I don't think it was email.I think the errors in
the log because database was too busy.

 

Do you have 7.1 patch 7, we are running on windows?  Seen any
performance issues.

 

Tim

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza
Sent: Friday, October 02, 2009 12:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Performance Issues with 7.1 Patch 7 Email

 

** 

Tim,

 

If the unprocessed emails in that form are not really important, then I
would suggest to truncate the T64 and H64 and the email attachment
tables T H and B table.. and the other relationship tables

 

Then once you have the ball rolling again, make sure that a new email
after being processed is being auto deleted. I do not remember offhand
if its an escalation that deletes it periodically or if a filter deletes
it after having processed the email. But whatever it is - if it fails to
delete, you need to look into why. Maybe your error logs would tell you
something? 

 

Joe

 



From: Tim Rondeau 
To: arslist@ARSLIST.ORG
Sent: Thursday, October 1, 2009 11:12:48 PM
Subject: Performance Issues with 7.1 Patch 7 Email

** 

Running 7.1 patch 7 and noticing slowness which really brings remedy to
a hault.

 

The table is T.64 which is AR SYSTEM Email Messages.  Anyone have
performance issues with this version.

 

Thanks

 

Tim

 

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Are"_

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What determines where field menus display?

[Lockwood, Teresa L]

I've got what I'm sure is a simply answered question but I'm coming up
empty this morning.  I've got a character field with a menu that
displays differently for only 2 team members.  The field menu display is
set to Smart menus but instead of cascading up so that you can see the
whole list it cascades down and off the page.  For everyone else (me
included) its cascades up so we can see all of the menu items.  As a
workaround I've got them using popup menus but they are not happy with
that so I'd like to find a resolution.  So the question is, what does
Remedy look at to determine where to display the popup menu?  (Note:
I've tried playing with their screen resolution and it didn't matter if
they were set to 800 x 600 or 1024 x 768).  Thanks in advance for any
help.

 

 

AR Server: 6.3 Patch 24 on UNIX AIX 5.3

SQL - Oracle 9.2.5

ITSM v 5.6

MidTier 6.3 Patch 24 on a Windows 2003 NT server - IIS

 

 

Terri

 



This email (including any attachments) may contain information that is private 
or business confidential. If you received this email in error, please delete it 
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Re: Field 112 and ARS 6.3, how does it work?

[Sabyson Fernandes]

Alexander,

You need to make sure that the "Enable Multiple Assign Groups" option is 
selected in the Server Configuration. For 7.x, you can do this via the AR 
System Administration console -> General -> Server Information -> Configuration 
tab. 

For 6.3, you would have to do the same from the Admin tools. File -> Server 
Information.

If you do not have this enabled, you cannot set multiple assign groups in this 
field.

Saby





From: Joe DeSouza 
To: arslist@ARSLIST.ORG
Sent: Thursday, October 1, 2009 5:39:10 PM
Subject: Re: Field 112 and ARS 6.3, how does it work?

** 
Alexander,

I am pretty sure 112 was enabled for multiple groups since 5.1.2.

Have you entered set the groups in the same format that they would set if 
you selected them from the menu?

Joe




From: Alexander Straph 
To: arslist@ARSLIST.ORG
Sent: Wednesday, September 30, 2009 1:10:54 PM
Subject: Field 112 and ARS 6.3, how does it work?

Is there any way to include multiple groups on field 112 to restrict access to 
entries on a system with ARS 6.3?  I know 7.0 allowed you to put multiple 
groups in but I have tried with 6.3 without much success.

Thanks.
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Re: Performance Issues with 7.1 Patch 7 Email

[Rodriguez, Rafael J x23718]

Tim as per BMC's recommendation for performance tunning for email
engine, please check the following setting in your
emaildeamon.properties file and make the neccessary changes. You will
experience a HUGE performance boost.
 
Change the following entries in the emaildeamon.properties file from 100
to 200:

com.remedy.arsys.emaildaemon.IncomingConnectionRecycleSize=200

com.remedy.arsys.emaildaemon.IncomingMessagesQueueSize=200

com.remedy.arsys.emaildaemon.OutgoingConnectionRecycleSize=200

com.remedy.arsys.emaildaemon.SendEmailSetSize=200

Also change the following line item from true to false which will force
email polling to seconds from Minutes.

com.remedy.arsys.emaildaemon.MailboxPollingUnitIsMinutes=false




From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Tim Rondeau
Sent: Thursday, October 01, 2009 11:13 PM
To: arslist@ARSLIST.ORG
Subject: Performance Issues with 7.1 Patch 7 Email


** 

Running 7.1 patch 7 and noticing slowness which really brings remedy to
a hault.

 

The table is T.64 which is AR SYSTEM Email Messages.  Anyone have
performance issues with this version.

 

Thanks

 

Tim

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This message and any attachments are intended only for the use of the addressee 
and
may contain information that is privileged and confidential. If the reader of 
the 
message is not the intended recipient or an authorized representative of the
intended recipient, you are hereby notified that any dissemination of this
communication is strictly prohibited. If you have received this communication in
error, please notify us immediately by e-mail and delete the message and any
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duplicate notification

[Jorge Polo]

Hello,

 

Has anyone experienced an issue with duplicate notifications being sent
when a incident is created? The notifications are being sent to each
member of the group two times... the only difference between these two
notifications is that in the plain text body a hyperlink is inserted for
the user to sign on using the web.

 

 

ARSystem 7.5

Incident Management 7.5

SQL server database

Windows 2003 Server



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Re: Performance Issues with 7.1 Patch 7

[Tim Rondeau]

Everyone I don't think it actually was email.

I think the email errors, just because DB was too busy.

Anyone have any other issues with the DB with this patch on windows?

Thanks

Tim

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Rodriguez, Rafael J x23718
Sent: Friday, October 02, 2009 9:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Performance Issues with 7.1 Patch 7 Email

**
Tim as per BMC's recommendation for performance tunning for email engine, 
please check the following setting in your emaildeamon.properties file and make 
the neccessary changes. You will experience a HUGE performance boost.


Change the following entries in the emaildeamon.properties file from 100 to 200:

com.remedy.arsys.emaildaemon.IncomingConnectionRecycleSize=200

com.remedy.arsys.emaildaemon.IncomingMessagesQueueSize=200

com.remedy.arsys.emaildaemon.OutgoingConnectionRecycleSize=200

com.remedy.arsys.emaildaemon.SendEmailSetSize=200

Also change the following line item from true to false which will force email 
polling to seconds from Minutes.

com.remedy.arsys.emaildaemon.MailboxPollingUnitIsMinutes=false


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Tim Rondeau
Sent: Thursday, October 01, 2009 11:13 PM
To: arslist@ARSLIST.ORG
Subject: Performance Issues with 7.1 Patch 7 Email
**
Running 7.1 patch 7 and noticing slowness which really brings remedy to a hault.

The table is T.64 which is AR SYSTEM Email Messages.  Anyone have performance 
issues with this version.

Thanks

Tim
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This message and any attachments are intended only for the use of the addressee 
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may contain information that is privileged and confidential. If the reader of 
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Job: Remedy Architect - WPAFB - Dayton, OH

[Kitchen, Joshua]

Just got wind we are doing a 7.5 installation in NASIC at WPAFB.
Converting from 7.x to 7.5.
 
I have platform, rdbms, and team size questions out.
 
They mention clearable to TS/SCI clearance.  I would prefer someone with
a Active TS.
 
Respectfully,
 
Joshua Kitchen
Recruiter
Kforce Federal 
937.449.1749 office
jkitc...@kforce.com 

http://www.govtrecruiter.com  

Great People = Great Results(r)

Confidentiality Notice: This email message, including any attachments,
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all copies of the original.

 

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Re: Performance Issues with 7.1 Patch 7

[Sabyson Fernandes]

Hi Tim,

Not sure what DB you are using. But have you checked for locks at the db level? 
We had a similar issue and the error we were getting was mis-leading and 
pointing us to the plugins, when infact it was locks at the db levels for the 
tables that the plugin was accessing that was slowing/timing out operations. 

We are running ARS 7.1 P5 with ITSM 7.0.3 Patch 7 (server groups) on a windows 
server with SQL Server 2005 db on the backend.

Saby

 


From: Tim Rondeau 
To: arslist@ARSLIST.ORG
Sent: Friday, October 2, 2009 10:18:34 AM
Subject: Re: Performance Issues with 7.1 Patch 7

** 
Everyone I don’t think it actually was email.  
 
I think the email errors, just because DB was too busy.
 
Anyone have any other issues with the DB with this patch on windows?
 
Thanks
 
Tim
 
From:Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Rodriguez, Rafael J x23718
Sent: Friday, October 02, 2009 9:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Performance Issues with 7.1 Patch 7 Email
 
** 
Tim as per BMC's recommendation for performance tunning for email engine, 
please check the following setting in your emaildeamon.properties file and make 
the neccessary changes. You will experience a HUGE performance boost.
 
Change the following entries in the emaildeamon.properties file from 100 to 200:
com.remedy.arsys.emaildaemon.IncomingConnectionRecycleSize=200
com.remedy.arsys.emaildaemon.IncomingMessagesQueueSize=200
com.remedy.arsys.emaildaemon.OutgoingConnectionRecycleSize=200
com.remedy.arsys.emaildaemon.SendEmailSetSize=200
Also change the following line item from true to false which will force email 
polling to seconds from Minutes.
com.remedy.arsys.emaildaemon.MailboxPollingUnitIsMinutes=false
 



From:Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Tim Rondeau
Sent: Thursday, October 01, 2009 11:13 PM
To: arslist@ARSLIST.ORG
Subject: Performance Issues with 7.1 Patch 7 Email
** 
Running 7.1 patch 7 and noticing slowness which really brings remedy to a hault.
 
The table is T.64 which is AR SYSTEM Email Messages.  Anyone have performance 
issues with this version.
 
Thanks
 
Tim
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ 
This message and any attachments are intended only for the use of the addressee 
and
may contain information that is privileged and confidential. If the reader of 
the 
message is not the intended recipient or an authorized representative of the
intended recipient, you are hereby notified that any dissemination of this
communication is strictly prohibited. If you have received this communication in
error, please notify us immediately by e-mail and delete the message and any
attachments from your system.
  
  
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Re: Subscribing to ARSLIST

[Jason Miller]

Keeping an eye on the developer network is something I just haven't gotten
in the habit of doing yet.  The ARSlist doesn't seem to be quite as active
as it once was (maybe it is me?).  Has some of the discussions moved to the
BMC dev network?

Anybody here participating in both resources?

Jason

On Fri, Oct 2, 2009 at 5:36 AM, Daniel Bloom  wrote:

> ** As long as we get laughs and giggles as well as all the good advice :-)
>
> Subscribe to the arslist by sending an email to lists...@arslist.org
>
> Body of text (subject line isn't important) is:
>
> subscribe arslist  
>
> There are currently around 4850 direct subscrptions.
>
> In the days of Remedy there was full internal support of the list,
> and everyone in engineering was required to read it.
>
> It was smaller back then, and remember, even if Remedy ARSystem is aguably
> the most important
> product BMC has, they have dozens of others as well.
>
> . Daniel
> ARSlist Founder
> p.s. they really want people to use the developer network, which does have
> some good discussions
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Joe DeSouza
> *Sent:* October 1, 2009 8:40 PM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Subscribing to ARSLIST
>
> **
> To be honest I had not really heard of the ARS List until about a couple of
> years after having already worked with Remedy. This was because Remedy was
> not as popular in Asia as it was here or in Europe. And back then there
> weren't enough search engines to find stuff on the net..
>
> The list is now popular among Remedy admins and developers in Asia but back
> then very few in Asia even knew what Remedy was. And even when some started
> to hear a little about it all they thought it was is a software for managing
> a helpdesk.
>
> I think I first heard of the list somewhere around 2000, and joined it for
> laughs and giggles not knowing what I am getting myself into :-) But I sure
> am glad I did!
>
> Joe
>
>  --
> *From:* Guillaume Rheault 
> *To:* arslist@ARSLIST.ORG
> *Sent:* Thursday, October 1, 2009 4:47:30 PM
> *Subject:* Re: Subscribing to ARSLIST
>
> **
>
> You had a knowledgeable sales repwhich is not common
>
> A lot of them, including today, are totally clueless, they may as well sale
> bicycles, 'cause cars would be too complicated!
>
> Guillaume
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) on behalf of strauss
> Sent: Thu 10/01/09 3:21 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Subscribing to ARSLIST
>
> Times change, but that was one of the first things our Remedy Corp. sales
> rep recommended that I do (in 1997).
>
> 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:arslist@ARSLIST.ORG ] On Behalf Of Martin,
> Robert
> Sent: Thursday, October 01, 2009 2:17 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Subscribing to ARSLIST
>
> **
> Thanks, Frederick!
>
> I also got an off-line reply from Brad Benedict (sorry if I am using your
> name without permission) directing me to:
> http://listserv.rbugs.com/cgi-bin/wa.exe?SUBED1=arslist&A=1.
>
> But how would a new Remedy administrator know to do either of these?
>
> Dwayne
>
> From: Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] On Behalf Of Grooms,
> Frederick W
> Sent: Thursday, October 01, 2009 1:20 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Subscribing to ARSLIST
>
> **
> I still do the god old fashioned method of sending an email to the list
> server
>
> To:lists...@listserv.rbugs.com
> Subject:List Command
>
> Body:SUBSCRIBE ARSLIST Joe H. Smith
>
> (of course replacing Joe H. Smith with the real name)
>
>
>
> From: Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] On Behalf Of Martin,
> Robert
> Sent: Thursday, October 01, 2009 11:58 AM
> To: arslist@ARSLIST.ORG
> Subject: Subscribing to ARSLIST
>
> **
> Dear List,
>
> I am trying to help a new user subscribe to ARSLIST.  I once found
> instructions on the BMC Support website, but now I can't find them again.
>
> I went to the archives and "Subscriber's Corner" and selected "Show: All
> Lists," but it didn't bring up ARSLIST.
>
> I appreciate BMC's desire to not "own" ARSLIST, but it seems that letting
> people know about its existence would not be going too far.
>
> Dwayne Martin
> James Madison University
>
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_
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Re: Job: Sr. Remedy Admin - Maryland - 6 month contract to hire

[LJ Longwing]

Louise,
This may be a 'definition' problem...it looks like what they are looking for
is someone who is familiar with administering the ITSM suite, not someone
who is familiar with developing an app from scratch.  Take me for
example...I started some 11 years ago on custom apps and have never really
touched ITSM...so I'm a developer, but would not be a good fit for this
position...so when they say 'If you are a developer that can do admin work',
we all know Developers can do Remedy Server admin, but not necessarily ITSM
Admin...

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Louise van Hine
Sent: Thursday, October 01, 2009 10:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: Job: Sr. Remedy Admin - Maryland - 6 month contract to hire

jtkitche wrote:
> 
> List,
> 
> This will go quickly.  I need US Citizen Admins not Developers.  If 
> you are a developer that can do admin work send me a resume focused on 
> admin versus development.  My client has stated several times... I do 
> not want to see developer resumes.  Call with Questions.
> 
> This position requires a candidate be a US Citizen and clearable to a 
> DOE Q.  Please note this position is for an Administrator.  Candidates 
> with mostly developer experience will not be considered.  This 
> position requires a Bachelor's degree (in Computer Science, Management 
> Information Systems, Computer Science/Engineering, Computer 
> Information Systems, or a related field) or equivalent, and 7+ years 
> of related experience.
> 
> Senior Remedy Systems Administrator
> 
> U.S. Citizenship Required - Active Security Clearance Preferred
> 
> Germantown, MD
> 
> Description:
> 
> * Administration of Remedy 7.x Action Request System
> 
> * Administration of Remedy 7.x ITSM suite applications (Incident, 
> Change, Problem, Asset Management, Knowledge Mgmt, SLM, SRM)
> 
> * Administration (creation, modification, and archival) of company, 
> support group, location, and other foundation data elements.
> 
> * Troubleshoot software & hardware problems, and identify, implement, 
> & document system fixes.
> 
> * Analyze Remedy system performance and implement improvements as 
> necessary.
> 
> * Participate in formal software development activities including CMMI 
> certification.
> 
> * Adhere to all relevant team development standards and methodologies
> 
> * B.S./B.A. in Information Systems, Computer Science, related field, 
> or equivalent work experience
> 
> Platforms:  ORACLE/Sun Solaris
> Other Remedy Tools:  Remedy Migrator/Data Management Mid-Tier ARS 
> Administration on ITSM Modules
> 
> Respectfully,
> 
> 
> Joshua Kitchen
> Recruiter
> Kforce Federal Staffing
> 937.449.1749 office
> 
> Great People = Great Results(r)
> 
> Confidentiality Notice: This email message, including any attachments, 
> is for the sole use of the intended recipient(s) and may contain 
> confidential and/or privileged information. Any unauthorized review, 
> use, disclosure or distribution is prohibited. If you are not the 
> intended recipient, please contact the sender by reply email and 
> destroy all copies of the original.
> 
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> 
> 

I think that if you post a job requirement for someone to do performance
tuning and development, you are going to need a developer.  No?   Is that
what "participate in development activities" and "Adhere to all relevant
team development standards and methodologies" sort of implies ?  If you want
someone to do development and you want to pay them for being an admin then
just say "My customer is too cheap to pay for a developer and will someone
take less money" like you did last time with the midrange developer salary
with a job description that requires a seasoned technical lead.  And that is
going to be tough to do when you require a security clearance too.  There is
only a subset of developers with security clearances, and the rates aren't
lower for security cleared developers and admins; it is higher.
--
View this message in context:
http://www.nabble.com/Job%3A-Sr.-Remedy-Admin---Maryland---6-month-contract-
to-hire-tp24609077p25698681.html
Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.


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End of Life for BMC(R) Remedy(R) User (Windows-based client)

[Jarl Grøneng]

BMC Remedy AR System 8.0.00 is expected to be the last major release
of AR System to include the Remedy User client.

http://documents.bmc.com/products/documents/61/94/106194/106194.pdf

--
Jarl

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Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

[Rick Westbrock]

I just saw that myself. That is not good for me since I do a lot of Crystal 
Reports from the WUT and I have yet to get them working in a mid-tier 
environment. Fortunately I have time to work through that since we don't even 
have a release date for v8.0 yet (that I know of).


-Rick 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Jarl Grøneng
Sent: Friday, October 02, 2009 9:23 AM
To: arslist@ARSLIST.ORG
Subject: End of Life for BMC(R) Remedy(R) User (Windows-based client)

BMC Remedy AR System 8.0.00 is expected to be the last major release of AR 
System to include the Remedy User client.

http://documents.bmc.com/products/documents/61/94/106194/106194.pdf

--
Jarl

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Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

[Sanford, Claire]

Big Mistake! 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Jarl Grøneng
Sent: Friday, October 02, 2009 11:23 AM
To: arslist@ARSLIST.ORG
Subject: End of Life for BMC(R) Remedy(R) User (Windows-based client)

BMC Remedy AR System 8.0.00 is expected to be the last major release
of AR System to include the Remedy User client.

http://documents.bmc.com/products/documents/61/94/106194/106194.pdf

--
Jarl

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Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

[strauss]

I guess that might be the end of the line for us - as long as the central 
helpdesk needs to have a support console and multiple tickets open 
simultaneously for a combination of walk-in customers, callers, and resolution 
transactions, the current crop of web browsers are completely inadequate for 
that purpose.  We had them try to use the 7.1 mid-tier when we migrated to 7.x 
last year, and they gave it a full thumbs down on everything except speed.  The 
helpdesk manager (and we in the admin shop) are fairly dependent on the rapid 
export of ad-hoc reported data to .csv for manipulation in Excel, and I don't 
see the web interface being adequate for that anytime soon.  There will have to 
be some revolutionary changes in both web browsers and the mid-tier before 
abandoning the User Tool is anything but a pipe dream.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Jarl Grøneng
> Sent: Friday, October 02, 2009 11:23 AM
> To: arslist@ARSLIST.ORG
> Subject: End of Life for BMC(R) Remedy(R) User (Windows-based client)
> 
> BMC Remedy AR System 8.0.00 is expected to be the last major release
> of AR System to include the Remedy User client.
> 
> http://documents.bmc.com/products/documents/61/94/106194/106194.pdf
> 
> --
> Jarl
> 
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> 
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Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

[Mike Pugh]

To be fair, just because the AR Server mid-tier is a POS doesn't mean current 
web browsers aren't ready or capable of handling a well designed ticketing 
system.



Mike Pugh
Senior Software Engineer

AMERICAN SYSTEMS
13990 Parkeast Circle
Chantilly, VA 20151
www.AmericanSystems.com

phone: (703) 968-5265
mobile: (571) 296-7485
mike.p...@americansystems.com

"Contractor of the Year - 5th Annual Greater Washington Government Contractor 
Awards"



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-Original Message-

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Friday, October 02, 2009 12:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

I guess that might be the end of the line for us - as long as the central 
helpdesk needs to have a support console and multiple tickets open 
simultaneously for a combination of walk-in customers, callers, and resolution 
transactions, the current crop of web browsers are completely inadequate for 
that purpose.  We had them try to use the 7.1 mid-tier when we migrated to 7.x 
last year, and they gave it a full thumbs down on everything except speed.  The 
helpdesk manager (and we in the admin shop) are fairly dependent on the rapid 
export of ad-hoc reported data to .csv for manipulation in Excel, and I don't 
see the web interface being adequate for that anytime soon.  There will have to 
be some revolutionary changes in both web browsers and the mid-tier before 
abandoning the User Tool is anything but a pipe dream.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Jarl Grøneng
> Sent: Friday, October 02, 2009 11:23 AM
> To: arslist@ARSLIST.ORG
> Subject: End of Life for BMC(R) Remedy(R) User (Windows-based client)
> 
> BMC Remedy AR System 8.0.00 is expected to be the last major release
> of AR System to include the Remedy User client.
> 
> http://documents.bmc.com/products/documents/61/94/106194/106194.pdf
> 
> --
> Jarl
> 
> ___
> 
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Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

[Guillaume Rheault]

This is very very bad.
Here are some statements that are not true in our environment, where wer are 
using RS 7.5, Mid-tier, ITSM 7.5.1:

>I’ve heard that use of a thick client is the only way to get good performance. 
>What will >happen to performance if I can’t use the Remedy User client anymore?
>o Due to advances in web technologies, especially in the area of JavaScript 
>engines, the >performance of the web client in AR System 7.5.00 running in a 
>modern browser equals or >exceeds the performance of BMC Remedy User. BMC 
>expects, therefore, that any future client >will meet or exceed any 
>performance characteristics of the existing Remedy User client.

THIS IS NOT TRUE. The Remedy user tool 7.5 performs faster than mid-tier 
7.5/browser. Granted IE 7.x is a piece of crap, so that's a big part of the 
problem; However, the Remedy fat client still outperforms even Firefox 3.x.

Pre-caching in ITSM 7.5.1 and Mid-Tier 7.5 is a major headache and it is buggy. 


>Will I lose any functionality using the new client as compared to my use of 
>Remedy User client?
>No. The future client provided will enable full usability of AR System or 
>applications built >on AR System. The manner in which such usability is 
>provided may change (e.g. OLE/DDE are not >available on web-based clients and 
>report macros are accomplished through saved searches) but >full functionality 
>will be provided.

This is not true. For instance, there are no Recent Searches or My Searches on 
the mid-tier

-Guillaume


-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Jarl Grøneng
Sent: Fri 10/02/09 12:22 PM
To: arslist@ARSLIST.ORG
Subject: End of Life for BMC(R) Remedy(R) User (Windows-based client)
 
BMC Remedy AR System 8.0.00 is expected to be the last major release
of AR System to include the Remedy User client.

http://documents.bmc.com/products/documents/61/94/106194/106194.pdf

--
Jarl

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Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

[LJ Longwing]

They've been saying it for at least a yearwe knew it was comingso
the timeline is 8.0 comes out early next year 2010then each major
release is usually about a year apartwhich means that 8.0 will be r-2 in
about 2012...and unsupported some time around 2013which means you now
have an approximately 4 year timeline to get your butt off of a 'legacy'
technology.I don't think that's too much to ask.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Sanford, Claire
Sent: Friday, October 02, 2009 10:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

Big Mistake! 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jarl Grøneng
Sent: Friday, October 02, 2009 11:23 AM
To: arslist@ARSLIST.ORG
Subject: End of Life for BMC(R) Remedy(R) User (Windows-based client)

BMC Remedy AR System 8.0.00 is expected to be the last major release of AR
System to include the Remedy User client.

http://documents.bmc.com/products/documents/61/94/106194/106194.pdf

--
Jarl


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Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

[Jason Miller]

Same here.  Most of our customer should be fine in the MT but I am concerned
about our Help Desk and Account Management teams that spend all day in
Remedy between many forms and need the ability to have Remedy ready and be
able to navigate quickly and easily.  My other concern is the timeout on the
web.  While it is great for most users, the HD/AM could have complex tickets
open all day while they work on them.  Timing out say after coming back from
lunch and having to reopen their requests is going to be painful.  There is
definitely some room for behavior changes, design enhancements and better
use of display only console forms but some aspects are still going to a bit
more difficult.

I hope that BMC is considering a way to control the timeout based on
groups?  Granted we could have interval Active Links based on groups but you
would still need to have the correct form(s) open to keep a session alive
with the AL

Change is hard :)

Jason

On Fri, Oct 2, 2009 at 9:34 AM, strauss  wrote:

> I guess that might be the end of the line for us - as long as the central
> helpdesk needs to have a support console and multiple tickets open
> simultaneously for a combination of walk-in customers, callers, and
> resolution transactions, the current crop of web browsers are completely
> inadequate for that purpose.  We had them try to use the 7.1 mid-tier when
> we migrated to 7.x last year, and they gave it a full thumbs down on
> everything except speed.  The helpdesk manager (and we in the admin shop)
> are fairly dependent on the rapid export of ad-hoc reported data to .csv for
> manipulation in Excel, and I don't see the web interface being adequate for
> that anytime soon.  There will have to be some revolutionary changes in both
> web browsers and the mid-tier before abandoning the User Tool is anything
> but a pipe dream.
>
> Christopher Strauss, Ph.D.
> Call Tracking Administration Manager
> University of North Texas Computing & IT Center
> http://itsm.unt.edu/
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:arsl...@arslist.org] On Behalf Of Jarl Grøneng
> > Sent: Friday, October 02, 2009 11:23 AM
> > To: arslist@ARSLIST.ORG
> > Subject: End of Life for BMC(R) Remedy(R) User (Windows-based client)
> >
> > BMC Remedy AR System 8.0.00 is expected to be the last major release
> > of AR System to include the Remedy User client.
> >
> > http://documents.bmc.com/products/documents/61/94/106194/106194.pdf
> >
> > --
> > Jarl
> >
> > ___
> > 
> > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

[Rick Cook]

There is also the issue of mid-tier load balancing "stickiness", which, to
my knowledge, has not yet been resolved.

Rick

On Fri, Oct 2, 2009 at 9:53 AM, LJ Longwing  wrote:

> They've been saying it for at least a yearwe knew it was comingso
> the timeline is 8.0 comes out early next year 2010then each major
> release is usually about a year apartwhich means that 8.0 will be r-2
> in
> about 2012...and unsupported some time around 2013which means you now
> have an approximately 4 year timeline to get your butt off of a 'legacy'
> technology.I don't think that's too much to ask.
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Sanford, Claire
> Sent: Friday, October 02, 2009 10:33 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)
>
> Big Mistake!
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Jarl Grøneng
> Sent: Friday, October 02, 2009 11:23 AM
> To: arslist@ARSLIST.ORG
> Subject: End of Life for BMC(R) Remedy(R) User (Windows-based client)
>
> BMC Remedy AR System 8.0.00 is expected to be the last major release of AR
> System to include the Remedy User client.
>
> http://documents.bmc.com/products/documents/61/94/106194/106194.pdf
>
> --
> Jarl
>
>
> 
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Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

[Sokol, Brian]

Our power users who live in remedy all day will have a real problem with this. 
I agree with Chris. We also create many ad hoc reports that we export to excel. 
This is simple on the fat client but difficult on the web. 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Friday, October 02, 2009 12:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

I guess that might be the end of the line for us - as long as the central 
helpdesk needs to have a support console and multiple tickets open 
simultaneously for a combination of walk-in customers, callers, and resolution 
transactions, the current crop of web browsers are completely inadequate for 
that purpose.  We had them try to use the 7.1 mid-tier when we migrated to 7.x 
last year, and they gave it a full thumbs down on everything except speed.  The 
helpdesk manager (and we in the admin shop) are fairly dependent on the rapid 
export of ad-hoc reported data to .csv for manipulation in Excel, and I don't 
see the web interface being adequate for that anytime soon.  There will have to 
be some revolutionary changes in both web browsers and the mid-tier before 
abandoning the User Tool is anything but a pipe dream.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center http://itsm.unt.edu/
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Jarl Grøneng
> Sent: Friday, October 02, 2009 11:23 AM
> To: arslist@ARSLIST.ORG
> Subject: End of Life for BMC(R) Remedy(R) User (Windows-based client)
> 
> BMC Remedy AR System 8.0.00 is expected to be the last major release 
> of AR System to include the Remedy User client.
> 
> http://documents.bmc.com/products/documents/61/94/106194/106194.pdf
> 
> --
> Jarl
> 
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> _
> 
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Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

[Kemes, Lisa]

Our senior developer Dave Shellman was also asking about the ODBC driver that 
gets instlaled with the client.  I guess that's going away.  A LOT of people 
use this... 


Lisa

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Sokol, Brian
Sent: Friday, October 02, 2009 12:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

Our power users who live in remedy all day will have a real problem with this. 
I agree with Chris. We also create many ad hoc reports that we export to excel. 
This is simple on the fat client but difficult on the web. 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Friday, October 02, 2009 12:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

I guess that might be the end of the line for us - as long as the central 
helpdesk needs to have a support console and multiple tickets open 
simultaneously for a combination of walk-in customers, callers, and resolution 
transactions, the current crop of web browsers are completely inadequate for 
that purpose.  We had them try to use the 7.1 mid-tier when we migrated to 7.x 
last year, and they gave it a full thumbs down on everything except speed.  The 
helpdesk manager (and we in the admin shop) are fairly dependent on the rapid 
export of ad-hoc reported data to .csv for manipulation in Excel, and I don't 
see the web interface being adequate for that anytime soon.  There will have to 
be some revolutionary changes in both web browsers and the mid-tier before 
abandoning the User Tool is anything but a pipe dream.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center http://itsm.unt.edu/
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Jarl Grøneng
> Sent: Friday, October 02, 2009 11:23 AM
> To: arslist@ARSLIST.ORG
> Subject: End of Life for BMC(R) Remedy(R) User (Windows-based client)
> 
> BMC Remedy AR System 8.0.00 is expected to be the last major release 
> of AR System to include the Remedy User client.
> 
> http://documents.bmc.com/products/documents/61/94/106194/106194.pdf
> 
> --
> Jarl
> 
> __
> _
> 
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Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

[Jason Miller]

I didn't think about that.  That will be a huge issue!

I can't imagine ODBC going away.  My guess is they will provide an ODBC
components installer or some other method of ODBC connectivity.  Let's hope
I am not wrong.

Jason

On Fri, Oct 2, 2009 at 9:59 AM, Kemes, Lisa
wrote:

> Our senior developer Dave Shellman was also asking about the ODBC driver
> that gets instlaled with the client.  I guess that's going away.  A LOT of
> people use this...
>
>
> Lisa
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of Sokol, Brian
> Sent: Friday, October 02, 2009 12:57 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)
>
> Our power users who live in remedy all day will have a real problem with
> this. I agree with Chris. We also create many ad hoc reports that we export
> to excel. This is simple on the fat client but difficult on the web.
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of strauss
> Sent: Friday, October 02, 2009 12:35 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)
>
> I guess that might be the end of the line for us - as long as the central
> helpdesk needs to have a support console and multiple tickets open
> simultaneously for a combination of walk-in customers, callers, and
> resolution transactions, the current crop of web browsers are completely
> inadequate for that purpose.  We had them try to use the 7.1 mid-tier when
> we migrated to 7.x last year, and they gave it a full thumbs down on
> everything except speed.  The helpdesk manager (and we in the admin shop)
> are fairly dependent on the rapid export of ad-hoc reported data to .csv for
> manipulation in Excel, and I don't see the web interface being adequate for
> that anytime soon.  There will have to be some revolutionary changes in both
> web browsers and the mid-tier before abandoning the User Tool is anything
> but a pipe dream.
>
> Christopher Strauss, Ph.D.
> Call Tracking Administration Manager
> University of North Texas Computing & IT Center http://itsm.unt.edu/
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:arsl...@arslist.org] On Behalf Of Jarl Grøneng
> > Sent: Friday, October 02, 2009 11:23 AM
> > To: arslist@ARSLIST.ORG
> > Subject: End of Life for BMC(R) Remedy(R) User (Windows-based client)
> >
> > BMC Remedy AR System 8.0.00 is expected to be the last major release
> > of AR System to include the Remedy User client.
> >
> > http://documents.bmc.com/products/documents/61/94/106194/106194.pdf
> >
> > --
> > Jarl
> >
> > __
> > _
> > 
> > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum
> > Sponsor:rmisoluti...@verizon.net 
> > ARSlist: "Where the Answers Are"
>
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Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

[Jarl Grøneng]

Did not think about ODBC, but ODBC can be an issue for a lot of customers...

--
Jarl

2009/10/2 Kemes, Lisa :
> Our senior developer Dave Shellman was also asking about the ODBC driver that 
> gets instlaled with the client.  I guess that's going away.  A LOT of people 
> use this...
>
>
> Lisa
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Sokol, Brian
> Sent: Friday, October 02, 2009 12:57 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)
>
> Our power users who live in remedy all day will have a real problem with 
> this. I agree with Chris. We also create many ad hoc reports that we export 
> to excel. This is simple on the fat client but difficult on the web.
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of strauss
> Sent: Friday, October 02, 2009 12:35 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)
>
> I guess that might be the end of the line for us - as long as the central 
> helpdesk needs to have a support console and multiple tickets open 
> simultaneously for a combination of walk-in customers, callers, and 
> resolution transactions, the current crop of web browsers are completely 
> inadequate for that purpose.  We had them try to use the 7.1 mid-tier when we 
> migrated to 7.x last year, and they gave it a full thumbs down on everything 
> except speed.  The helpdesk manager (and we in the admin shop) are fairly 
> dependent on the rapid export of ad-hoc reported data to .csv for 
> manipulation in Excel, and I don't see the web interface being adequate for 
> that anytime soon.  There will have to be some revolutionary changes in both 
> web browsers and the mid-tier before abandoning the User Tool is anything but 
> a pipe dream.
>
> Christopher Strauss, Ph.D.
> Call Tracking Administration Manager
> University of North Texas Computing & IT Center http://itsm.unt.edu/
>> -Original Message-
>> From: Action Request System discussion list(ARSList)
>> [mailto:arsl...@arslist.org] On Behalf Of Jarl Grøneng
>> Sent: Friday, October 02, 2009 11:23 AM
>> To: arslist@ARSLIST.ORG
>> Subject: End of Life for BMC(R) Remedy(R) User (Windows-based client)
>>
>> BMC Remedy AR System 8.0.00 is expected to be the last major release
>> of AR System to include the Remedy User client.
>>
>> http://documents.bmc.com/products/documents/61/94/106194/106194.pdf
>>
>> --
>> Jarl
>>
>> __
>> _
>> 
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum
>> Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
>
> ___
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Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

[LJ Longwing]

I practically refuse to use the web client personallyI personally prefer
to use the fat client alsoand I do the exact same thing with reports and
such, but I can completely understand their standpoint, and won't say that
you 'CANT' do itit just requires a change of process...which is often
difficult, but still possibleremember the uproar about the Developer
Studio? Same thing in my mind...I'm sure the current gap between user and
web will be closed in the next year and a half before the version post 8.0
is released. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Sokol, Brian
Sent: Friday, October 02, 2009 10:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

Our power users who live in remedy all day will have a real problem with
this. I agree with Chris. We also create many ad hoc reports that we export
to excel. This is simple on the fat client but difficult on the web. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Friday, October 02, 2009 12:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

I guess that might be the end of the line for us - as long as the central
helpdesk needs to have a support console and multiple tickets open
simultaneously for a combination of walk-in customers, callers, and
resolution transactions, the current crop of web browsers are completely
inadequate for that purpose.  We had them try to use the 7.1 mid-tier when
we migrated to 7.x last year, and they gave it a full thumbs down on
everything except speed.  The helpdesk manager (and we in the admin shop)
are fairly dependent on the rapid export of ad-hoc reported data to .csv for
manipulation in Excel, and I don't see the web interface being adequate for
that anytime soon.  There will have to be some revolutionary changes in both
web browsers and the mid-tier before abandoning the User Tool is anything
but a pipe dream.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center http://itsm.unt.edu/
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Jarl Grøneng
> Sent: Friday, October 02, 2009 11:23 AM
> To: arslist@ARSLIST.ORG
> Subject: End of Life for BMC(R) Remedy(R) User (Windows-based client)
> 
> BMC Remedy AR System 8.0.00 is expected to be the last major release 
> of AR System to include the Remedy User client.
> 
> http://documents.bmc.com/products/documents/61/94/106194/106194.pdf
> 
> --
> Jarl
> 
> __
> _
> 
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum 
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Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

[LJ Longwing]

What is the issue with stickiness?it's required, but I've never
considered that an issue.

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: Friday, October 02, 2009 10:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)


** There is also the issue of mid-tier load balancing "stickiness", which,
to my knowledge, has not yet been resolved.

Rick


On Fri, Oct 2, 2009 at 9:53 AM, LJ Longwing  wrote:


They've been saying it for at least a yearwe knew it was comingso
the timeline is 8.0 comes out early next year 2010then each major
release is usually about a year apartwhich means that 8.0 will be r-2 in
about 2012...and unsupported some time around 2013which means you now
have an approximately 4 year timeline to get your butt off of a 'legacy'
technology.I don't think that's too much to ask.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Sanford, Claire
Sent: Friday, October 02, 2009 10:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

Big Mistake!

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jarl Grøneng
Sent: Friday, October 02, 2009 11:23 AM
To: arslist@ARSLIST.ORG
Subject: End of Life for BMC(R) Remedy(R) User (Windows-based client)

BMC Remedy AR System 8.0.00 is expected to be the last major release of AR
System to include the Remedy User client.

http://documents.bmc.com/products/documents/61/94/106194/106194.pdf

--
Jarl


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Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

[Mark Lev]

My 2 cents worth;

I think of lot of what people are saying are valid concerns.  But before
I push Remedy off the cliff, I would like to see what BMC presents in
the Mid-Tier only version.  They must be aware of most of these issues,
and certainly as we get closer to the reality of this happening,
technology will have advanced, and many may be addressed.

Seeing this is likely years away, I think we shouldn't hit the panic
button just yet :)

Mark

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Re: What determines where field menus display?

[Kemes, Lisa]

Do they also have dual monitors, or just one?


Lisa




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Lockwood, Teresa L
Sent: Friday, October 02, 2009 8:54 AM
To: arslist@ARSLIST.ORG
Subject: What determines where field menus display?

**
I've got what I'm sure is a simply answered question but I'm coming up empty 
this morning.  I've got a character field with a menu that displays differently 
for only 2 team members.  The field menu display is set to Smart menus but 
instead of cascading up so that you can see the whole list it cascades down and 
off the page.  For everyone else (me included) its cascades up so we can see 
all of the menu items.  As a workaround I've got them using popup menus but 
they are not happy with that so I'd like to find a resolution.  So the question 
is, what does Remedy look at to determine where to display the popup menu?  
(Note:  I've tried playing with their screen resolution and it didn't matter if 
they were set to 800 x 600 or 1024 x 768).  Thanks in advance for any help.


AR Server: 6.3 Patch 24 on UNIX AIX 5.3
SQL - Oracle 9.2.5
ITSM v 5.6
MidTier 6.3 Patch 24 on a Windows 2003 NT server - IIS


Terri


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Re: What determines where field menus display?

[Lockwood, Teresa L]

Just one monitor.

 

~~

Terri Lockwood

Senior Systems Administrator

9512 Sunbeam Center Drive

Jacksonville, FL  32257

Office - 904-886-7687

Fax - 904-886-7676

Cell - 904-424-1602

Email - tlockw...@adt.com

 

Have you tried using IT Self-Service
  yet?

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa
Sent: Friday, October 02, 2009 1:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: What determines where field menus display?

 

** 

Do they also have dual monitors, or just one?

 

Lisa 

 

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Lockwood, Teresa L
Sent: Friday, October 02, 2009 8:54 AM
To: arslist@ARSLIST.ORG
Subject: What determines where field menus display?

** 

I've got what I'm sure is a simply answered question but I'm coming up
empty this morning.  I've got a character field with a menu that
displays differently for only 2 team members.  The field menu display is
set to Smart menus but instead of cascading up so that you can see the
whole list it cascades down and off the page.  For everyone else (me
included) its cascades up so we can see all of the menu items.  As a
workaround I've got them using popup menus but they are not happy with
that so I'd like to find a resolution.  So the question is, what does
Remedy look at to determine where to display the popup menu?  (Note:
I've tried playing with their screen resolution and it didn't matter if
they were set to 800 x 600 or 1024 x 768).  Thanks in advance for any
help.

 

 

AR Server: 6.3 Patch 24 on UNIX AIX 5.3

SQL - Oracle 9.2.5

ITSM v 5.6

MidTier 6.3 Patch 24 on a Windows 2003 NT server - IIS

 

 

Terri

 


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List of Mid-Tier 7.5 shortcomings

[Guillaume Rheault]

Let's compile the current shortcomings of the mid-tier 7.5, and the reasons why 
heads-down Remedy users still use the Remedy User Tool RUT):

- Speed (yes, the RUT is still faster; blame it on IE 7.0, but that is still a 
fact)
- Issues with the Internet Explorer cache
- Mid-Tier pre-caching is buggy and too complex (you need to specify several 
user profiles and forms)
- Browser time-out issue and need to re-login.
- Browser windows freezing or hung
- Exporting data
- ODBC connections
- Recent searches and my searches
- Recently opened forms and recently saved requests
- Ability to create shortcuts in the desktop for forms, searches and individual 
tickets
- Ability to email individual shortcuts to forms, searches and individual 
tickets
- Multiple browser windows. This can be alleviated with tabbing, but still an 
issue
- Need for the Remedy admin to properly save forms so that pop-ups are properly 
sized
- Ease of workflow logging with the User Tool (this is for the developer/admin 
to troubleshoot)
- Ease of data entry with the option "Keep Previous Field Values on New"

Anybody please feel free to add to this list. BMC had to address this issues 
before users stop using the Remedy User Tool. Otherwise, a lot customers will 
simply not upgrade past ARS 8.0/ITSM 8.0. 

-Guillaume




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Re: What determines where field menus display?

[Benedict Brad (CI/FSR6-NA)]

I have had similar issues with individual users in the past.  It has
been resolved by deleting the user's AR System User Preference file and
having it recreated on login.  Usually, the user has adjusted some
personal client settings.



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa
Sent: Friday, October 02, 2009 1:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: What determines where field menus display?


** 
Do they also have dual monitors, or just one?
 

Lisa 

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Lockwood, Teresa L
Sent: Friday, October 02, 2009 8:54 AM
To: arslist@ARSLIST.ORG
Subject: What determines where field menus display?


** 

I've got what I'm sure is a simply answered question but I'm coming up
empty this morning.  I've got a character field with a menu that
displays differently for only 2 team members.  The field menu display is
set to Smart menus but instead of cascading up so that you can see the
whole list it cascades down and off the page.  For everyone else (me
included) its cascades up so we can see all of the menu items.  As a
workaround I've got them using popup menus but they are not happy with
that so I'd like to find a resolution.  So the question is, what does
Remedy look at to determine where to display the popup menu?  (Note:
I've tried playing with their screen resolution and it didn't matter if
they were set to 800 x 600 or 1024 x 768).  Thanks in advance for any
help.

 

 

AR Server: 6.3 Patch 24 on UNIX AIX 5.3

SQL - Oracle 9.2.5

ITSM v 5.6

MidTier 6.3 Patch 24 on a Windows 2003 NT server - IIS

 

 

Terri

 


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Moving Attachments from one Server to another

[Jase Brandon]

Hello All,
Does anyone know of a good way to move attachments from one form on one
server to the same form on another server?
If I have a 6X server with a multitude of attachments and want to move those
to the same migrated form on 7X - is this possible?
It looks like the drive letter of the attachment is what is stored in
Remedy. I looked for an 'Attachments' table or something logical, but
couldn't find anything.
Desired result is to import all attachments to the new server/new form with
all of the other data from the old server. I have everything migrated with
the exception of the attachments.
All advice is much appreciated.

Thanks,

Jase

7.1 Patch 002
Windows

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Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

[Scott Hammons]

They will probably move from using the ODBC driver to JDBC drivers for the DB 
platforms.  Most enterprise web based applications do this already.

Just my .02.

Scott



From: Action Request System discussion list(ARSList) [arsl...@arslist.org] On 
Behalf Of Jarl Grøneng [jarl.gron...@gmail.com]
Sent: Friday, October 02, 2009 1:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

Did not think about ODBC, but ODBC can be an issue for a lot of customers...

--
Jarl

2009/10/2 Kemes, Lisa :
> Our senior developer Dave Shellman was also asking about the ODBC driver that 
> gets instlaled with the client.  I guess that's going away.  A LOT of people 
> use this...
>
>
> Lisa
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Sokol, Brian
> Sent: Friday, October 02, 2009 12:57 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)
>
> Our power users who live in remedy all day will have a real problem with 
> this. I agree with Chris. We also create many ad hoc reports that we export 
> to excel. This is simple on the fat client but difficult on the web.
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of strauss
> Sent: Friday, October 02, 2009 12:35 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)
>
> I guess that might be the end of the line for us - as long as the central 
> helpdesk needs to have a support console and multiple tickets open 
> simultaneously for a combination of walk-in customers, callers, and 
> resolution transactions, the current crop of web browsers are completely 
> inadequate for that purpose.  We had them try to use the 7.1 mid-tier when we 
> migrated to 7.x last year, and they gave it a full thumbs down on everything 
> except speed.  The helpdesk manager (and we in the admin shop) are fairly 
> dependent on the rapid export of ad-hoc reported data to .csv for 
> manipulation in Excel, and I don't see the web interface being adequate for 
> that anytime soon.  There will have to be some revolutionary changes in both 
> web browsers and the mid-tier before abandoning the User Tool is anything but 
> a pipe dream.
>
> Christopher Strauss, Ph.D.
> Call Tracking Administration Manager
> University of North Texas Computing & IT Center http://itsm.unt.edu/
>> -Original Message-
>> From: Action Request System discussion list(ARSList)
>> [mailto:arsl...@arslist.org] On Behalf Of Jarl Grøneng
>> Sent: Friday, October 02, 2009 11:23 AM
>> To: arslist@ARSLIST.ORG
>> Subject: End of Life for BMC(R) Remedy(R) User (Windows-based client)
>>
>> BMC Remedy AR System 8.0.00 is expected to be the last major release
>> of AR System to include the Remedy User client.
>>
>> http://documents.bmc.com/products/documents/61/94/106194/106194.pdf
>>
>> --
>> Jarl
>>
>> __
>> _
>> 
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Re: List of Mid-Tier 7.5 shortcomings

[Lammey, Peter A.]

How about adding this one.
When users dont have a button or forget to Logout of their web session properly 
and they try to access the Remedy web client from another machine they get 
annoyed by the "User is already connected to another machine..." and they have 
to bug their Remedy Admin to clear their session on the server or wait 15 
minutes for an option to override.

I dont have 7.5 (still on 7.01) but I am assuming this is still the case for 
7.5.



Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Friday, October 02, 2009 1:25 PM
To: arslist@ARSLIST.ORG
Subject: List of Mid-Tier 7.5 shortcomings

**

Let's compile the current shortcomings of the mid-tier 7.5, and the reasons why 
heads-down Remedy users still use the Remedy User Tool RUT):

- Speed (yes, the RUT is still faster; blame it on IE 7.0, but that is still a 
fact)
- Issues with the Internet Explorer cache
- Mid-Tier pre-caching is buggy and too complex (you need to specify several 
user profiles and forms)
- Browser time-out issue and need to re-login.
- Browser windows freezing or hung
- Exporting data
- ODBC connections
- Recent searches and my searches
- Recently opened forms and recently saved requests
- Ability to create shortcuts in the desktop for forms, searches and individual 
tickets
- Ability to email individual shortcuts to forms, searches and individual 
tickets
- Multiple browser windows. This can be alleviated with tabbing, but still an 
issue
- Need for the Remedy admin to properly save forms so that pop-ups are properly 
sized
- Ease of workflow logging with the User Tool (this is for the developer/admin 
to troubleshoot)
- Ease of data entry with the option "Keep Previous Field Values on New"

Anybody please feel free to add to this list. BMC had to address this issues 
before users stop using the Remedy User Tool. Otherwise, a lot customers will 
simply not upgrade past ARS 8.0/ITSM 8.0.

-Guillaume




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Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

[John Sundberg]

I feel it is a great move.

BMC (or others) will produce tools to fill gaps (alerts/reporting/ 
macros/printing) blah blah blah. In fact all those tools already exist  
-- they just may not yet be incorporated/integrated.


(I would venture to say that there are already 1000x as many tools for  
our new user tool (the web) as exist for our current WUT)
(I will guess approx 50 tools exist for the current WUT -- easily  
50,000 tools exist for web stuff)



Alerts -- growl/rss
Reporting -- 100+ flash strategies + HTML5 SVG is getting better all  
the time

Macros -- greasemonkey
Printing -- ??? -- I forget what I use - but it works just fine.

OLE/DDE -- client back to server -- back to client stuff -- would be  
doable -- if not you can solve the problem some other way altogether.


I personally don't think the MT is a good web strategy -- but it too  
will have to change -- and again -- that is a good thing.
(precache and very dynamic screens have issues and always will) --  
more rigid screens will greatly improve things (FYI -- what Kinetic  
Request does)


The MT is currently tasked with doing the same thing as the WUT but  
via the web. I think the whole paradigm is ripe for change. The WUT is  
a very "raw" experience and you can get quite close to the  
"database" (developers think that is good/power users think that is  
good/avg person is confused). I think the tools and applications need  
to raise up a bit and be more process oriented and more application  
oriented -- which by nature avoids the needs for things like:

"saved searches"
"copy to new"
"clear"

all those above functions should be done by the application and not  
the "user tool" -- because a saved search or a copy to new is really  
application specific. Example:


copy to new -- do you want to copy all 100 fields (hidden ones) -- or  
only 5 fields -- the current will do all.
saved search --  searches are just criteria -- the app should be able  
to provide that

clear -- this has always sucked!!!


I like that BMC is attempting to move the product in a direction --  
good for them.



You can't make everybody happy -- you can only do what you feel is the  
right way -- and sometimes it causes pain -- the goal is long term  
betterness.


(made that last word up)


Lets discuss at WWRUG... sign up here: 
http://kineticsr.kineticdata.com/kinetic/DisplayPage?name=WWRUG2009REGISTRATION

-John




On Oct 2, 2009, at 11:22 AM, Jarl Grøneng wrote:

BMC Remedy AR System 8.0.00 is expected to be the last major release
of AR System to include the Remedy User client.

http://documents.bmc.com/products/documents/61/94/106194/106194.pdf

--
Jarl

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--
John David Sundberg
235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
john.sundb...@kineticdata.com

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Re: List of Mid-Tier 7.5 shortcomings

[LJ Longwing]

Poor assumption unfortunately.  7.5 has modified the process so that if all
browser windows are closed it logs them out after something along the lines
of 15-30 seconds...

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A.
Sent: Friday, October 02, 2009 11:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: List of Mid-Tier 7.5 shortcomings


** 
How about adding this one.
When users dont have a button or forget to Logout of their web session
properly and they try to access the Remedy web client from another machine
they get annoyed by the "User is already connected to another machine..."
and they have to bug their Remedy Admin to clear their session on the server
or wait 15 minutes for an option to override.
 
I dont have 7.5 (still on 7.01) but I am assuming this is still the case for
7.5.
 


Thanks 
Peter Lammey 
ESPN IT Packaging and Automation 
860-766-4761 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Friday, October 02, 2009 1:25 PM
To: arslist@ARSLIST.ORG
Subject: List of Mid-Tier 7.5 shortcomings


** 

Let's compile the current shortcomings of the mid-tier 7.5, and the reasons
why heads-down Remedy users still use the Remedy User Tool RUT):

- Speed (yes, the RUT is still faster; blame it on IE 7.0, but that is still
a fact)
- Issues with the Internet Explorer cache
- Mid-Tier pre-caching is buggy and too complex (you need to specify several
user profiles and forms)
- Browser time-out issue and need to re-login.
- Browser windows freezing or hung
- Exporting data
- ODBC connections
- Recent searches and my searches
- Recently opened forms and recently saved requests
- Ability to create shortcuts in the desktop for forms, searches and
individual tickets
- Ability to email individual shortcuts to forms, searches and individual
tickets
- Multiple browser windows. This can be alleviated with tabbing, but still
an issue
- Need for the Remedy admin to properly save forms so that pop-ups are
properly sized
- Ease of workflow logging with the User Tool (this is for the
developer/admin to troubleshoot)
- Ease of data entry with the option "Keep Previous Field Values on New"

Anybody please feel free to add to this list. BMC had to address this issues
before users stop using the Remedy User Tool. Otherwise, a lot customers
will simply not upgrade past ARS 8.0/ITSM 8.0.

-Guillaume





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Re: Moving Attachments from one Server to another

[LJ Longwing]

If I'm not mistaken, if you export your records to ARX, it'll export the
files with it, and then use ARImport to import them should add them back to
the attachment field appropriately.  Or I believe RRRChive will do it for
you as well.

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jase Brandon
Sent: Friday, October 02, 2009 11:29 AM
To: arslist@ARSLIST.ORG
Subject: Moving Attachments from one Server to another


** Hello All,
Does anyone know of a good way to move attachments from one form on one
server to the same form on another server?
If I have a 6X server with a multitude of attachments and want to move those
to the same migrated form on 7X - is this possible?
It looks like the drive letter of the attachment is what is stored in
Remedy. I looked for an 'Attachments' table or something logical, but
couldn't find anything.
Desired result is to import all attachments to the new server/new form with
all of the other data from the old server. I have everything migrated with
the exception of the attachments.
All advice is much appreciated.

Thanks,

Jase

7.1 Patch 002
Windows
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Re: List of Mid-Tier 7.5 shortcomings

[Guillaume Rheault]

Good point. That is still the case in 7.5

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Lammey, Peter 
A.
Sent: Fri 10/02/09 1:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: List of Mid-Tier 7.5 shortcomings
 
How about adding this one.
When users dont have a button or forget to Logout of their web session properly 
and they try to access the Remedy web client from another machine they get 
annoyed by the "User is already connected to another machine..." and they have 
to bug their Remedy Admin to clear their session on the server or wait 15 
minutes for an option to override.

I dont have 7.5 (still on 7.01) but I am assuming this is still the case for 
7.5.



Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Friday, October 02, 2009 1:25 PM
To: arslist@ARSLIST.ORG
Subject: List of Mid-Tier 7.5 shortcomings

**

Let's compile the current shortcomings of the mid-tier 7.5, and the reasons why 
heads-down Remedy users still use the Remedy User Tool RUT):

- Speed (yes, the RUT is still faster; blame it on IE 7.0, but that is still a 
fact)
- Issues with the Internet Explorer cache
- Mid-Tier pre-caching is buggy and too complex (you need to specify several 
user profiles and forms)
- Browser time-out issue and need to re-login.
- Browser windows freezing or hung
- Exporting data
- ODBC connections
- Recent searches and my searches
- Recently opened forms and recently saved requests
- Ability to create shortcuts in the desktop for forms, searches and individual 
tickets
- Ability to email individual shortcuts to forms, searches and individual 
tickets
- Multiple browser windows. This can be alleviated with tabbing, but still an 
issue
- Need for the Remedy admin to properly save forms so that pop-ups are properly 
sized
- Ease of workflow logging with the User Tool (this is for the developer/admin 
to troubleshoot)
- Ease of data entry with the option "Keep Previous Field Values on New"

Anybody please feel free to add to this list. BMC had to address this issues 
before users stop using the Remedy User Tool. Otherwise, a lot customers will 
simply not upgrade past ARS 8.0/ITSM 8.0.

-Guillaume




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Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

[Jason Miller]

I thought about that originally as a possible solution and technically you
could make it work. You would lose functionality that the ARS server
provides and would have to manually build it into your reports, reporting db
(like a universe, etc) or into the db (views, etc).  ARS is built do offer
up meta-data where appropriate.

Examples would be:
  - Form and field permissions would not be enforced.  Users would see all
fields and forms.
  - Row level permission would not be enforced.  This could be huge now with
multitenancy in ITSM 7
  - Selection fields would show their numeric value
  - Date/Time, Date, and Time fields would show their db value which would
have to be converted to be human readable

I think most of this could be address by an BI suite (BOXI, Cognos, etc) but
now you are looking at having a developer just to manage a BI suite and
reports.  With the AR ODBC any of my users that have Crystal Reports or even
MS Access can use the AR ODBC driver to gather data without my assistance.

Jason

On Fri, Oct 2, 2009 at 10:29 AM, Scott Hammons
wrote:

> They will probably move from using the ODBC driver to JDBC drivers for the
> DB platforms.  Most enterprise web based applications do this already.
>
> Just my .02.
>
> Scott
>
>
> 
> From: Action Request System discussion list(ARSList) [arsl...@arslist.org]
> On Behalf Of Jarl Grøneng [jarl.gron...@gmail.com]
> Sent: Friday, October 02, 2009 1:05 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)
>
> Did not think about ODBC, but ODBC can be an issue for a lot of
> customers...
>
> --
> Jarl
>
> 2009/10/2 Kemes, Lisa :
> > Our senior developer Dave Shellman was also asking about the ODBC driver
> that gets instlaled with the client.  I guess that's going away.  A LOT of
> people use this...
> >
> >
> > Lisa
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of Sokol, Brian
> > Sent: Friday, October 02, 2009 12:57 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)
> >
> > Our power users who live in remedy all day will have a real problem with
> this. I agree with Chris. We also create many ad hoc reports that we export
> to excel. This is simple on the fat client but difficult on the web.
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of strauss
> > Sent: Friday, October 02, 2009 12:35 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)
> >
> > I guess that might be the end of the line for us - as long as the central
> helpdesk needs to have a support console and multiple tickets open
> simultaneously for a combination of walk-in customers, callers, and
> resolution transactions, the current crop of web browsers are completely
> inadequate for that purpose.  We had them try to use the 7.1 mid-tier when
> we migrated to 7.x last year, and they gave it a full thumbs down on
> everything except speed.  The helpdesk manager (and we in the admin shop)
> are fairly dependent on the rapid export of ad-hoc reported data to .csv for
> manipulation in Excel, and I don't see the web interface being adequate for
> that anytime soon.  There will have to be some revolutionary changes in both
> web browsers and the mid-tier before abandoning the User Tool is anything
> but a pipe dream.
> >
> > Christopher Strauss, Ph.D.
> > Call Tracking Administration Manager
> > University of North Texas Computing & IT Center http://itsm.unt.edu/
> >> -Original Message-
> >> From: Action Request System discussion list(ARSList)
> >> [mailto:arsl...@arslist.org] On Behalf Of Jarl Grøneng
> >> Sent: Friday, October 02, 2009 11:23 AM
> >> To: arslist@ARSLIST.ORG
> >> Subject: End of Life for BMC(R) Remedy(R) User (Windows-based client)
> >>
> >> BMC Remedy AR System 8.0.00 is expected to be the last major release
> >> of AR System to include the Remedy User client.
> >>
> >> http://documents.bmc.com/products/documents/61/94/106194/106194.pdf
> >>
> >> --
> >> Jarl
> >>
> >> __
> >> _
> >> 
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> >
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Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

[Guillaume Rheault]

Hi John,

All your points are valid as far using applications.

However, for people that need to do data entry or data maintenance, for 
instance in the ITSM foundational forms (categorizations, locations, 
assignment, etc) , CMDB (attributes that are not discovered, as well as 
equipment tracked that is also not discovered), contract records, etc, it is 
very nice to have these features that are "closer to the database" (save 
searches, recent records, etc, etc). You just need to spend some time with the 
people that do this kind of work to see how they work

-Guillaume

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of John Sundberg
Sent: Fri 10/02/09 1:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)
 
I feel it is a great move.

BMC (or others) will produce tools to fill gaps (alerts/reporting/ 
macros/printing) blah blah blah. In fact all those tools already exist  
-- they just may not yet be incorporated/integrated.

(I would venture to say that there are already 1000x as many tools for  
our new user tool (the web) as exist for our current WUT)
(I will guess approx 50 tools exist for the current WUT -- easily  
50,000 tools exist for web stuff)


Alerts -- growl/rss
Reporting -- 100+ flash strategies + HTML5 SVG is getting better all  
the time
Macros -- greasemonkey
Printing -- ??? -- I forget what I use - but it works just fine.

OLE/DDE -- client back to server -- back to client stuff -- would be  
doable -- if not you can solve the problem some other way altogether.

I personally don't think the MT is a good web strategy -- but it too  
will have to change -- and again -- that is a good thing.
(precache and very dynamic screens have issues and always will) --  
more rigid screens will greatly improve things (FYI -- what Kinetic  
Request does)

The MT is currently tasked with doing the same thing as the WUT but  
via the web. I think the whole paradigm is ripe for change. The WUT is  
a very "raw" experience and you can get quite close to the  
"database" (developers think that is good/power users think that is  
good/avg person is confused). I think the tools and applications need  
to raise up a bit and be more process oriented and more application  
oriented -- which by nature avoids the needs for things like:
"saved searches"
"copy to new"
"clear"

all those above functions should be done by the application and not  
the "user tool" -- because a saved search or a copy to new is really  
application specific. Example:

copy to new -- do you want to copy all 100 fields (hidden ones) -- or  
only 5 fields -- the current will do all.
saved search --  searches are just criteria -- the app should be able  
to provide that
clear -- this has always sucked!!!


I like that BMC is attempting to move the product in a direction --  
good for them.


You can't make everybody happy -- you can only do what you feel is the  
right way -- and sometimes it causes pain -- the goal is long term  
betterness.

(made that last word up)


Lets discuss at WWRUG... sign up here: 
http://kineticsr.kineticdata.com/kinetic/DisplayPage?name=WWRUG2009REGISTRATION

-John




On Oct 2, 2009, at 11:22 AM, Jarl Grøneng wrote:

BMC Remedy AR System 8.0.00 is expected to be the last major release
of AR System to include the Remedy User client.

http://documents.bmc.com/products/documents/61/94/106194/106194.pdf

--
Jarl

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John David Sundberg
235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
john.sundb...@kineticdata.com

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Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

[Warren Baltimore]

Deep Breath everyone!

It's not going away tommorow.  Heck, it's not even going away in 2-3 years!
BMC didn't get where they are today by being complete idiots (I know, it
doesn't always seem that way).  They are very aware of the current
limitations that the midtier can have.  There are a lot of bugs to figure
out I'm sure.  I for one would welcome this (IF it is done right).  A thin
client can offer so many positives in any shop.  Just remember, when it is
released, neither the thin client or the browser(s) it runs on will be the
same as they are today

Warren

On Fri, Oct 2, 2009 at 1:50 PM, Jason Miller  wrote:

> ** I thought about that originally as a possible solution and technically
> you could make it work. You would lose functionality that the ARS server
> provides and would have to manually build it into your reports, reporting db
> (like a universe, etc) or into the db (views, etc).  ARS is built do offer
> up meta-data where appropriate.
>
> Examples would be:
>   - Form and field permissions would not be enforced.  Users would see all
> fields and forms.
>   - Row level permission would not be enforced.  This could be huge now
> with multitenancy in ITSM 7
>   - Selection fields would show their numeric value
>   - Date/Time, Date, and Time fields would show their db value which would
> have to be converted to be human readable
>
> I think most of this could be address by an BI suite (BOXI, Cognos, etc)
> but now you are looking at having a developer just to manage a BI suite and
> reports.  With the AR ODBC any of my users that have Crystal Reports or even
> MS Access can use the AR ODBC driver to gather data without my assistance.
>
> Jason
>
>  On Fri, Oct 2, 2009 at 10:29 AM, Scott Hammons <
> shamm...@aisconsulting.net> wrote:
>
>> They will probably move from using the ODBC driver to JDBC drivers for the
>> DB platforms.  Most enterprise web based applications do this already.
>>
>> Just my .02.
>>
>> Scott
>>
>>
>> 
>> From: Action Request System discussion list(ARSList) [> Answers Are"_
>
>


-- 
Warren R. Baltimore II
Remedy Developer
410-533-5367

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Re: List of Mid-Tier 7.5 shortcomings

[LJ Longwing]

Found on Page 19 of the Mid-Tier documentation for 7.5
 
License Release Timeout ([30 - 300] Seconds)*
The number of seconds before the mid tier releases an AR System user license
associated with a user if that user does not log out of the mid tier
properly. To log out properly, the user must close the last browser window
associated with the current HTTP session or navigate away from the mid tier.
The default delay is 60 seconds.  The mid tier initiates a delay timer when
the user closes the last browser window associated with the established HTTP
session. When the delay timer expires, the user's license is released, and
the HTTP session terminated.  If the user navigates back to the mid-tier URL
before the delay time expires, the delay timer is cancelled, and the current
HTTP session is resumed.
 
This tells me that the problem is addressed in 7.5

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Friday, October 02, 2009 11:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: List of Mid-Tier 7.5 shortcomings


** 

Good point. That is still the case in 7.5

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Lammey,
Peter A.
Sent: Fri 10/02/09 1:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: List of Mid-Tier 7.5 shortcomings

How about adding this one.
When users dont have a button or forget to Logout of their web session
properly and they try to access the Remedy web client from another machine
they get annoyed by the "User is already connected to another machine..."
and they have to bug their Remedy Admin to clear their session on the server
or wait 15 minutes for an option to override.

I dont have 7.5 (still on 7.01) but I am assuming this is still the case for
7.5.



Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761




From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Friday, October 02, 2009 1:25 PM
To: arslist@ARSLIST.ORG
Subject: List of Mid-Tier 7.5 shortcomings

**

Let's compile the current shortcomings of the mid-tier 7.5, and the reasons
why heads-down Remedy users still use the Remedy User Tool RUT):

- Speed (yes, the RUT is still faster; blame it on IE 7.0, but that is still
a fact)
- Issues with the Internet Explorer cache
- Mid-Tier pre-caching is buggy and too complex (you need to specify several
user profiles and forms)
- Browser time-out issue and need to re-login.
- Browser windows freezing or hung
- Exporting data
- ODBC connections
- Recent searches and my searches
- Recently opened forms and recently saved requests
- Ability to create shortcuts in the desktop for forms, searches and
individual tickets
- Ability to email individual shortcuts to forms, searches and individual
tickets
- Multiple browser windows. This can be alleviated with tabbing, but still
an issue
- Need for the Remedy admin to properly save forms so that pop-ups are
properly sized
- Ease of workflow logging with the User Tool (this is for the
developer/admin to troubleshoot)
- Ease of data entry with the option "Keep Previous Field Values on New"

Anybody please feel free to add to this list. BMC had to address this issues
before users stop using the Remedy User Tool. Otherwise, a lot customers
will simply not upgrade past ARS 8.0/ITSM 8.0.

-Guillaume




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Re: List of Mid-Tier 7.5 shortcomings

[Guillaume Rheault]

Well, maybe it has something to do with the IE 7.0 cachewho knows...
But thanks for the info, at least we know how it should work...

-Guillaume

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of LJ Longwing
Sent: Fri 10/02/09 1:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: List of Mid-Tier 7.5 shortcomings
 
Found on Page 19 of the Mid-Tier documentation for 7.5
 
License Release Timeout ([30 - 300] Seconds)*
The number of seconds before the mid tier releases an AR System user license
associated with a user if that user does not log out of the mid tier
properly. To log out properly, the user must close the last browser window
associated with the current HTTP session or navigate away from the mid tier.
The default delay is 60 seconds.  The mid tier initiates a delay timer when
the user closes the last browser window associated with the established HTTP
session. When the delay timer expires, the user's license is released, and
the HTTP session terminated.  If the user navigates back to the mid-tier URL
before the delay time expires, the delay timer is cancelled, and the current
HTTP session is resumed.
 
This tells me that the problem is addressed in 7.5

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Friday, October 02, 2009 11:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: List of Mid-Tier 7.5 shortcomings


** 

Good point. That is still the case in 7.5

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Lammey,
Peter A.
Sent: Fri 10/02/09 1:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: List of Mid-Tier 7.5 shortcomings

How about adding this one.
When users dont have a button or forget to Logout of their web session
properly and they try to access the Remedy web client from another machine
they get annoyed by the "User is already connected to another machine..."
and they have to bug their Remedy Admin to clear their session on the server
or wait 15 minutes for an option to override.

I dont have 7.5 (still on 7.01) but I am assuming this is still the case for
7.5.



Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761




From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Friday, October 02, 2009 1:25 PM
To: arslist@ARSLIST.ORG
Subject: List of Mid-Tier 7.5 shortcomings

**

Let's compile the current shortcomings of the mid-tier 7.5, and the reasons
why heads-down Remedy users still use the Remedy User Tool RUT):

- Speed (yes, the RUT is still faster; blame it on IE 7.0, but that is still
a fact)
- Issues with the Internet Explorer cache
- Mid-Tier pre-caching is buggy and too complex (you need to specify several
user profiles and forms)
- Browser time-out issue and need to re-login.
- Browser windows freezing or hung
- Exporting data
- ODBC connections
- Recent searches and my searches
- Recently opened forms and recently saved requests
- Ability to create shortcuts in the desktop for forms, searches and
individual tickets
- Ability to email individual shortcuts to forms, searches and individual
tickets
- Multiple browser windows. This can be alleviated with tabbing, but still
an issue
- Need for the Remedy admin to properly save forms so that pop-ups are
properly sized
- Ease of workflow logging with the User Tool (this is for the
developer/admin to troubleshoot)
- Ease of data entry with the option "Keep Previous Field Values on New"

Anybody please feel free to add to this list. BMC had to address this issues
before users stop using the Remedy User Tool. Otherwise, a lot customers
will simply not upgrade past ARS 8.0/ITSM 8.0.

-Guillaume




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Re: List of Mid-Tier 7.5 shortcomings

[LJ Longwing]

Glad to be of assistance to SOMEONE today :)

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Friday, October 02, 2009 12:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: List of Mid-Tier 7.5 shortcomings


** 

Well, maybe it has something to do with the IE 7.0 cachewho knows...
But thanks for the info, at least we know how it should work...

-Guillaume

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of LJ
Longwing
Sent: Fri 10/02/09 1:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: List of Mid-Tier 7.5 shortcomings

Found on Page 19 of the Mid-Tier documentation for 7.5

License Release Timeout ([30 - 300] Seconds)*
The number of seconds before the mid tier releases an AR System user license
associated with a user if that user does not log out of the mid tier
properly. To log out properly, the user must close the last browser window
associated with the current HTTP session or navigate away from the mid tier.
The default delay is 60 seconds.  The mid tier initiates a delay timer when
the user closes the last browser window associated with the established HTTP
session. When the delay timer expires, the user's license is released, and
the HTTP session terminated.  If the user navigates back to the mid-tier URL
before the delay time expires, the delay timer is cancelled, and the current
HTTP session is resumed.

This tells me that the problem is addressed in 7.5

  _ 

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A tomcat config problem....

[Copits . Richard]

I know very little about tomcat but find that I think I have to change a
setting(s?) on the web server...
The situation - I've asked the network folks to change the DNS entry to
refer to the sever name - call it
ARAPP - so that when a user has the web browser up they can type ARAPP
in the address line and have
it bring up the web signon form. However, when I do this I get the
Tomcat page that has the string
 
"If you're seeing this page via a web browser, it means you've setup
Tomcat successfully. Congratulations!"
 
Now I'm stumped. How do I set it up/configure it so that the signon page
comes up? The URL that I want to
go to is http://ARAPP/arsys/shared/login.jsp?/arsys/  but I can't figure
out where/how to configure the
tomcat server to go here. Any help is really appreciated. Thanks!! (But
bear in mind I'm a babe in the woods
when it comes to Tomcat...)

Portions of this message may be confidential under an exemption to Ohio's 
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message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
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Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

[John Sundberg]

Guillaume,

I hear you -- and this is how I am thinking about the solution.

Instead of going to a form(data) -- to do a function -- you go to a  
process -- to modify data.


Example:

BMC should come out with an application called "BMC Data Maintenance"  
-- to which you select your form -- and then it gives you raw data  
access to the fields -- to which filters fire etc.


So -- all the stuff like clear, copy to new, recent, blah blah blah --  
could be added to the "BMC Data Maintenance" app


It sort of is like building the common WUT stuff into a specific app  
-- and then gets rid of the common stuff in the rest of the app (clear/ 
copy to new/etc..)


A nice side affect to my approach -- is as you think of new slick ways  
of modding data -- you can apply it to your app -- and then all forms  
would benefit.
(sheeesh -- now I am letting my good ideas out --- ok - I am leaving  
the conversation)


or maybe I should write it

Kinetic Data Maintenance -- nice ring :)






Make sense?


-John






On Oct 2, 2009, at 12:57 PM, Guillaume Rheault wrote:

**
Hi John,

All your points are valid as far using applications.

However, for people that need to do data entry or data maintenance,  
for instance in the ITSM foundational forms (categorizations,  
locations, assignment, etc) , CMDB (attributes that are not  
discovered, as well as equipment tracked that is also not discovered),  
contract records, etc, it is very nice to have these features that are  
"closer to the database" (save searches, recent records, etc, etc).  
You just need to spend some time with the people that do this kind of  
work to see how they work


-Guillaume

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of John  
Sundberg

Sent: Fri 10/02/09 1:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based  
client)


I feel it is a great move.

BMC (or others) will produce tools to fill gaps (alerts/reporting/
macros/printing) blah blah blah. In fact all those tools already exist
-- they just may not yet be incorporated/integrated.

(I would venture to say that there are already 1000x as many tools for
our new user tool (the web) as exist for our current WUT)
(I will guess approx 50 tools exist for the current WUT -- easily
50,000 tools exist for web stuff)


Alerts -- growl/rss
Reporting -- 100+ flash strategies + HTML5 SVG is getting better all
the time
Macros -- greasemonkey
Printing -- ??? -- I forget what I use - but it works just fine.

OLE/DDE -- client back to server -- back to client stuff -- would be
doable -- if not you can solve the problem some other way altogether.

I personally don't think the MT is a good web strategy -- but it too
will have to change -- and again -- that is a good thing.
(precache and very dynamic screens have issues and always will) --
more rigid screens will greatly improve things (FYI -- what Kinetic
Request does)

The MT is currently tasked with doing the same thing as the WUT but
via the web. I think the whole paradigm is ripe for change. The WUT is
a very "raw" experience and you can get quite close to the
"database" (developers think that is good/power users think that is
good/avg person is confused). I think the tools and applications need
to raise up a bit and be more process oriented and more application
oriented -- which by nature avoids the needs for things like:
"saved searches"
"copy to new"
"clear"

all those above functions should be done by the application and not
the "user tool" -- because a saved search or a copy to new is really
application specific. Example:

copy to new -- do you want to copy all 100 fields (hidden ones) -- or
only 5 fields -- the current will do all.
saved search --  searches are just criteria -- the app should be able
to provide that
clear -- this has always sucked!!!


I like that BMC is attempting to move the product in a direction --
good for them.


You can't make everybody happy -- you can only do what you feel is the
right way -- and sometimes it causes pain -- the goal is long term
betterness.

(made that last word up)


Lets discuss at WWRUG... sign up here: 
http://kineticsr.kineticdata.com/kinetic/DisplayPage?name=WWRUG2009REGISTRATION

-John




On Oct 2, 2009, at 11:22 AM, Jarl Grøneng wrote:

BMC Remedy AR System 8.0.00 is expected to be the last major release
of AR System to include the Remedy User client.

http://documents.bmc.com/products/documents/61/94/106194/106194.pdf

--
Jarl

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--
John David Sundberg
235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
john.sundb...@kineticdata.com

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Re: A tomcat config problem....

[LJ Longwing]

Richard,
It appears you are using your Tomcat as both the web as well as the Applet
server.  There should be a file located in the webapps\root directory called
index.htm that contains that text.  You want to replace the contents of that
file with something along the lines of 
 



 
 
 Loading Pipeline...


 
Please wait while the PipeLine login loads...
 


 
this causes the index page in the root of the directory to repoint to
/arsys/home url.

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of copits.rich...@bwc.state.oh.us
Sent: Friday, October 02, 2009 12:13 PM
To: arslist@ARSLIST.ORG
Subject: A tomcat config problem


** 

I know very little about tomcat but find that I think I have to change a
setting(s?) on the web server.

The situation - I've asked the network folks to change the DNS entry to
refer to the sever name - call it

ARAPP - so that when a user has the web browser up they can type ARAPP in
the address line and have

it bring up the web signon form. However, when I do this I get the Tomcat
page that has the string

 

"If you're seeing this page via a web browser, it means you've setup Tomcat
successfully. Congratulations!"

 

Now I'm stumped. How do I set it up/configure it so that the signon page
comes up? The URL that I want to

go to is http://ARAPP/arsys/shared/login.jsp?/arsys/  but I can't figure out
where/how to configure the

tomcat server to go here. Any help is really appreciated. Thanks!! (But bear
in mind I'm a babe in the woods

when it comes to Tomcat.)


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message in error or due to an unauthorized transmission or interception,
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Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

[Easter, David]

Ø  This is not true. For instance, there are no Recent Searches or My Searches 
on the mid-tier

Just a quick correction - yes there are.

BMC Remedy Action Request System 7.5.00 BMC Remedy Mid Tier Guide
16-Jan-2009 
PDF

Page 144:

"To run a saved, recent, or defined search
1 From the toolbar, choose Searches > Run My Searches, Run Recent, or Run 
Defined.

[cid:image003.png@01CA4357.44051540]"


-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: Friday, October 02, 2009 9:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

**

This is very very bad.
Here are some statements that are not true in our environment, where wer are 
using RS 7.5, Mid-tier, ITSM 7.5.1:

>I've heard that use of a thick client is the only way to get good performance. 
>What will >happen to performance if I can't use the Remedy User client anymore?
>o Due to advances in web technologies, especially in the area of JavaScript 
>engines, the >performance of the web client in AR System 7.5.00 running in a 
>modern browser equals or >exceeds the performance of BMC Remedy User. BMC 
>expects, therefore, that any future client >will meet or exceed any 
>performance characteristics of the existing Remedy User client.

THIS IS NOT TRUE. The Remedy user tool 7.5 performs faster than mid-tier 
7.5/browser. Granted IE 7.x is a piece of crap, so that's a big part of the 
problem; However, the Remedy fat client still outperforms even Firefox 3.x.

Pre-caching in ITSM 7.5.1 and Mid-Tier 7.5 is a major headache and it is buggy.


>Will I lose any functionality using the new client as compared to my use of 
>Remedy User client?
>No. The future client provided will enable full usability of AR System or 
>applications built >on AR System. The manner in which such usability is 
>provided may change (e.g. OLE/DDE are not >available on web-based clients and 
>report macros are accomplished through saved searches) but >full functionality 
>will be provided.

This is not true. For instance, there are no Recent Searches or My Searches on 
the mid-tier

-Guillaume


-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Jarl Grøneng
Sent: Fri 10/02/09 12:22 PM
To: arslist@ARSLIST.ORG
Subject: End of Life for BMC(R) Remedy(R) User (Windows-based client)

BMC Remedy AR System 8.0.00 is expected to be the last major release
of AR System to include the Remedy User client.

http://documents.bmc.com/products/documents/61/94/106194/106194.pdf

--
Jarl

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<>

Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

[Guillaume Rheault]

it makes sense... thanks for the clarification John.

Data maintenance is a real pain point, and it is becoming worse with every 
release of the ITSM apps...not really BMC's fault, but because there is more 
data to deal with. A good example is CI based approvals. Creating all these 
approval mappings records is a bit of a punishment :-)

Driving functionality with data (the Remedy way) means the data needs to be 
there in the first place. Anything that can alleviate that is welcome. 

Now if you can come up with Kinetic Data Maintenance, that will be an instant 
winner !!


-Original Message-
From: Action Request System discussion list(ARSList) on behalf of John Sundberg
Sent: Fri 10/02/09 2:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)
 

Guillaume,

I hear you -- and this is how I am thinking about the solution.

Instead of going to a form(data) -- to do a function -- you go to a  
process -- to modify data.

Example:

BMC should come out with an application called "BMC Data Maintenance"  
-- to which you select your form -- and then it gives you raw data  
access to the fields -- to which filters fire etc.

So -- all the stuff like clear, copy to new, recent, blah blah blah --  
could be added to the "BMC Data Maintenance" app

It sort of is like building the common WUT stuff into a specific app  
-- and then gets rid of the common stuff in the rest of the app (clear/ 
copy to new/etc..)

A nice side affect to my approach -- is as you think of new slick ways  
of modding data -- you can apply it to your app -- and then all forms  
would benefit.
(sheeesh -- now I am letting my good ideas out --- ok - I am leaving  
the conversation)

or maybe I should write it

Kinetic Data Maintenance -- nice ring :)






Make sense?


-John






On Oct 2, 2009, at 12:57 PM, Guillaume Rheault wrote:

**
Hi John,

All your points are valid as far using applications.

However, for people that need to do data entry or data maintenance,  
for instance in the ITSM foundational forms (categorizations,  
locations, assignment, etc) , CMDB (attributes that are not  
discovered, as well as equipment tracked that is also not discovered),  
contract records, etc, it is very nice to have these features that are  
"closer to the database" (save searches, recent records, etc, etc).  
You just need to spend some time with the people that do this kind of  
work to see how they work

-Guillaume

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of John  
Sundberg
Sent: Fri 10/02/09 1:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based  
client)

I feel it is a great move.

BMC (or others) will produce tools to fill gaps (alerts/reporting/
macros/printing) blah blah blah. In fact all those tools already exist
-- they just may not yet be incorporated/integrated.

(I would venture to say that there are already 1000x as many tools for
our new user tool (the web) as exist for our current WUT)
(I will guess approx 50 tools exist for the current WUT -- easily
50,000 tools exist for web stuff)


Alerts -- growl/rss
Reporting -- 100+ flash strategies + HTML5 SVG is getting better all
the time
Macros -- greasemonkey
Printing -- ??? -- I forget what I use - but it works just fine.

OLE/DDE -- client back to server -- back to client stuff -- would be
doable -- if not you can solve the problem some other way altogether.

I personally don't think the MT is a good web strategy -- but it too
will have to change -- and again -- that is a good thing.
(precache and very dynamic screens have issues and always will) --
more rigid screens will greatly improve things (FYI -- what Kinetic
Request does)

The MT is currently tasked with doing the same thing as the WUT but
via the web. I think the whole paradigm is ripe for change. The WUT is
a very "raw" experience and you can get quite close to the
"database" (developers think that is good/power users think that is
good/avg person is confused). I think the tools and applications need
to raise up a bit and be more process oriented and more application
oriented -- which by nature avoids the needs for things like:
"saved searches"
"copy to new"
"clear"

all those above functions should be done by the application and not
the "user tool" -- because a saved search or a copy to new is really
application specific. Example:

copy to new -- do you want to copy all 100 fields (hidden ones) -- or
only 5 fields -- the current will do all.
saved search --  searches are just criteria -- the app should be able
to provide that
clear -- this has always sucked!!!


I like that BMC is attempting to move the product in a direction --
good for them.


You can't make everybody happy -- you can only do what you feel is the
right way -- and sometimes it causes pain -- the goal is long term
betterness.

(made that last word up)


Lets discuss at WWRUG... sign up here: 

Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

[Guillaume Rheault]

Thanks for the clarification David. However, I just logged into our production 
system, and the change form (CHG:Infrastructure Change) does not show this on 
search mode. Do I need to enable something? We have ITSM 7.51

Thanks Guillaume


-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Easter, David
Sent: Fri 10/02/09 2:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)
 
Ø  This is not true. For instance, there are no Recent Searches or My Searches 
on the mid-tier

Just a quick correction - yes there are.

BMC Remedy Action Request System 7.5.00 BMC Remedy Mid Tier Guide
16-Jan-2009 
PDF

Page 144:

"To run a saved, recent, or defined search
1 From the toolbar, choose Searches > Run My Searches, Run Recent, or Run 
Defined.

[cid:image003.png@01CA4357.44051540]"


-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: Friday, October 02, 2009 9:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

**

This is very very bad.
Here are some statements that are not true in our environment, where wer are 
using RS 7.5, Mid-tier, ITSM 7.5.1:

>I've heard that use of a thick client is the only way to get good performance. 
>What will >happen to performance if I can't use the Remedy User client anymore?
>o Due to advances in web technologies, especially in the area of JavaScript 
>engines, the >performance of the web client in AR System 7.5.00 running in a 
>modern browser equals or >exceeds the performance of BMC Remedy User. BMC 
>expects, therefore, that any future client >will meet or exceed any 
>performance characteristics of the existing Remedy User client.

THIS IS NOT TRUE. The Remedy user tool 7.5 performs faster than mid-tier 
7.5/browser. Granted IE 7.x is a piece of crap, so that's a big part of the 
problem; However, the Remedy fat client still outperforms even Firefox 3.x.

Pre-caching in ITSM 7.5.1 and Mid-Tier 7.5 is a major headache and it is buggy.


>Will I lose any functionality using the new client as compared to my use of 
>Remedy User client?
>No. The future client provided will enable full usability of AR System or 
>applications built >on AR System. The manner in which such usability is 
>provided may change (e.g. OLE/DDE are not >available on web-based clients and 
>report macros are accomplished through saved searches) but >full functionality 
>will be provided.

This is not true. For instance, there are no Recent Searches or My Searches on 
the mid-tier

-Guillaume


-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Jarl Grøneng
Sent: Fri 10/02/09 12:22 PM
To: arslist@ARSLIST.ORG
Subject: End of Life for BMC(R) Remedy(R) User (Windows-based client)

BMC Remedy AR System 8.0.00 is expected to be the last major release
of AR System to include the Remedy User client.

http://documents.bmc.com/products/documents/61/94/106194/106194.pdf

--
Jarl

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<>

Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

[Pargeter, Christie :CO IS]

I found on ITSM 7.0.3 that this was not checked by default for Change but it 
was for Incident.
 
To check this go to the View Properties in the Admin tool, go to the Menu 
Access tab, and you will want to check the Saved Searches box.  Then redeploy 
in the web.  You can see what other options you can add or remove from the web 
client there too.



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Friday, October 02, 2009 12:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)


** 

Thanks for the clarification David. However, I just logged into our production 
system, and the change form (CHG:Infrastructure Change) does not show this on 
search mode. Do I need to enable something? We have ITSM 7.51

Thanks Guillaume


-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Easter, David
Sent: Fri 10/02/09 2:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

Ø  This is not true. For instance, there are no Recent Searches or My Searches 
on the mid-tier

Just a quick correction - yes there are.

BMC Remedy Action Request System 7.5.00 BMC Remedy Mid Tier Guide
16-Jan-2009 
PDF

Page 144:

"To run a saved, recent, or defined search
1 From the toolbar, choose Searches > Run My Searches, Run Recent, or Run 
Defined.

[cid:image003.png@01CA4357.44051540]"


-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: Friday, October 02, 2009 9:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

**

This is very very bad.
Here are some statements that are not true in our environment, where wer are 
using RS 7.5, Mid-tier, ITSM 7.5.1:

>I've heard that use of a thick client is the only way to get good performance. 
>What will >happen to performance if I can't use the Remedy User client anymore?
>o Due to advances in web technologies, especially in the area of JavaScript 
>engines, the >performance of the web client in AR System 7.5.00 running in a 
>modern browser equals or >exceeds the performance of BMC Remedy User. BMC 
>expects, therefore, that any future client >will meet or exceed any 
>performance characteristics of the existing Remedy User client.

THIS IS NOT TRUE. The Remedy user tool 7.5 performs faster than mid-tier 
7.5/browser. Granted IE 7.x is a piece of crap, so that's a big part of the 
problem; However, the Remedy fat client still outperforms even Firefox 3.x.

Pre-caching in ITSM 7.5.1 and Mid-Tier 7.5 is a major headache and it is buggy.


>Will I lose any functionality using the new client as compared to my use of 
>Remedy User client?
>No. The future client provided will enable full usability of AR System or 
>applications built >on AR System. The manner in which such usability is 
>provided may change (e.g. OLE/DDE are not >available on web-based clients and 
>report macros are accomplished through saved searches) but >full functionality 
>will be provided.

This is not true. For instance, there are no Recent Searches or My Searches on 
the mid-tier

-Guillaume


-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Jarl Grøneng
Sent: Fri 10/02/09 12:22 PM
To: arslist@ARSLIST.ORG
Subject: End of Life for BMC(R) Remedy(R) User (Windows-based client)

BMC Remedy AR System 8.0.00 is expected to be the last major release
of AR System to include the Remedy User client.

http://documents.bmc.com/products/documents/61/94/106194/106194.pdf

--
Jarl

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Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

[Easter, David]

Page 48 describes how to enable (or disable) the toolbar:

Showing or hiding the web toolbar
You can specify whether the toolbar should be visible or hidden when a form is 
viewed in a browser (and when the form is not a dialog box).

To show or hide the web toolbar
1 In BMC Remedy Developer Studio, open the form for which you want to specify 
toolbar visibility.
2 Click the tab of the View that you want to customize.
3 Click in an empty part of the form to display the view properties.
4 In the Properties tab, select the Web Toolbar property, and select Hidden or 
Visible.
5 Save the form.


-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: Friday, October 02, 2009 12:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

**

Thanks for the clarification David. However, I just logged into our production 
system, and the change form (CHG:Infrastructure Change) does not show this on 
search mode. Do I need to enable something? We have ITSM 7.51

Thanks Guillaume


-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Easter, David
Sent: Fri 10/02/09 2:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

Ø  This is not true. For instance, there are no Recent Searches or My Searches 
on the mid-tier

Just a quick correction - yes there are.

BMC Remedy Action Request System 7.5.00 BMC Remedy Mid Tier Guide
16-Jan-2009 
PDF

Page 144:

"To run a saved, recent, or defined search
1 From the toolbar, choose Searches > Run My Searches, Run Recent, or Run 
Defined.

[cid:image003.png@01CA4357.44051540]"


-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: Friday, October 02, 2009 9:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

**

This is very very bad.
Here are some statements that are not true in our environment, where wer are 
using RS 7.5, Mid-tier, ITSM 7.5.1:

>I've heard that use of a thick client is the only way to get good performance. 
>What will >happen to performance if I can't use the Remedy User client anymore?
>o Due to advances in web technologies, especially in the area of JavaScript 
>engines, the >performance of the web client in AR System 7.5.00 running in a 
>modern browser equals or >exceeds the performance of BMC Remedy User. BMC 
>expects, therefore, that any future client >will meet or exceed any 
>performance characteristics of the existing Remedy User client.

THIS IS NOT TRUE. The Remedy user tool 7.5 performs faster than mid-tier 
7.5/browser. Granted IE 7.x is a piece of crap, so that's a big part of the 
problem; However, the Remedy fat client still outperforms even Firefox 3.x.

Pre-caching in ITSM 7.5.1 and Mid-Tier 7.5 is a major headache and it is buggy.


>Will I lose any functionality using the new client as compared to my use of 
>Remedy User client?
>No. The future client provided will enable full usability of AR System or 
>applications built >on AR System. The manner in which such usability is 
>provided may change (e.g. OLE/DDE are not >available on web-based clients and 
>report macros are accomplished through saved searches) but >full functionality 
>will be provided.

This is not true. For instance, there are no Recent Searches or My Searches on 
the mid-tier

-Guillaume


-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Jarl Grøneng
Sent: Fri 10/02/09 12:22 PM
To: arslist@ARSLIST.ORG
Subject: End of Life for BMC(R) Remedy(R) User (Windows-based client)

BMC Remedy AR System 8.0.00 is expected to be the last major release
of AR System to include the Remedy User client.

http://documents.bmc.com/products/documents/61/94/106194/106194.pdf

--
Jarl

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Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

[Brittain, Mark]

Here's something to think about. When you are using the RUT, you are going 
directly to the ARS Server. If the RUT is done away with, you have to go from 
your desk top to the mid-tier to get to the server.  I look at this as one more 
point of failure.  One area that it would help is not having to worry if the 
end users are on the current version/patch of the RUT.

Mark


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Friday, October 02, 2009 3:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)


Thanks for the clarification David. However, I just logged into our production 
system, and the change form (CHG:Infrastructure Change) does not show this on 
search mode. Do I need to enable something? We have ITSM 7.51

Thanks Guillaume


-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Easter, David
Sent: Fri 10/02/09 2:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

Ø  This is not true. For instance, there are no Recent Searches or My Searches 
on the mid-tier

Just a quick correction - yes there are.

BMC Remedy Action Request System 7.5.00 BMC Remedy Mid Tier Guide
16-Jan-2009 
PDF

Page 144:

"To run a saved, recent, or defined search
1 From the toolbar, choose Searches > Run My Searches, Run Recent, or Run 
Defined.

[cid:image003.png@01CA4357.44051540]"


-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: Friday, October 02, 2009 9:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

**

This is very very bad.
Here are some statements that are not true in our environment, where wer are 
using RS 7.5, Mid-tier, ITSM 7.5.1:

>I've heard that use of a thick client is the only way to get good performance. 
>What will >happen to performance if I can't use the Remedy User client anymore?
>o Due to advances in web technologies, especially in the area of JavaScript 
>engines, the >performance of the web client in AR System 7.5.00 running in a 
>modern browser equals or >exceeds the performance of BMC Remedy User. BMC 
>expects, therefore, that any future client >will meet or exceed any 
>performance characteristics of the existing Remedy User client.

THIS IS NOT TRUE. The Remedy user tool 7.5 performs faster than mid-tier 
7.5/browser. Granted IE 7.x is a piece of crap, so that's a big part of the 
problem; However, the Remedy fat client still outperforms even Firefox 3.x.

Pre-caching in ITSM 7.5.1 and Mid-Tier 7.5 is a major headache and it is buggy.


>Will I lose any functionality using the new client as compared to my use of 
>Remedy User client?
>No. The future client provided will enable full usability of AR System or 
>applications built >on AR System. The manner in which such usability is 
>provided may change (e.g. OLE/DDE are not >available on web-based clients and 
>report macros are accomplished through saved searches) but >full functionality 
>will be provided.

This is not true. For instance, there are no Recent Searches or My Searches on 
the mid-tier

-Guillaume


-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Jarl Grøneng
Sent: Fri 10/02/09 12:22 PM
To: arslist@ARSLIST.ORG
Subject: End of Life for BMC(R) Remedy(R) User (Windows-based client)

BMC Remedy AR System 8.0.00 is expected to be the last major release
of AR System to include the Remedy User client.

http://documents.bmc.com/products/documents/61/94/106194/106194.pdf

--
Jarl

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person or entity to which it is addressed and may contain information that is 
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Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

[Guillaume Rheault]

Thanks for the info David!!
I strongly suggest for BMC to make this the default in the all the application 
forms (change, task, incident, problem, the AST forms, etc) as well as the 
back-end ITSM foundational forms... Our ITSM 7.5.1 installation was not an 
upgrade, it was a fresh install. Most people, including me, assume these nice 
features to be enabled by default... just a thought

Thanks again for your input

Guillaume

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Easter, David
Sent: Fri 10/02/09 4:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)
 
Page 48 describes how to enable (or disable) the toolbar:

Showing or hiding the web toolbar
You can specify whether the toolbar should be visible or hidden when a form is 
viewed in a browser (and when the form is not a dialog box).

To show or hide the web toolbar
1 In BMC Remedy Developer Studio, open the form for which you want to specify 
toolbar visibility.
2 Click the tab of the View that you want to customize.
3 Click in an empty part of the form to display the view properties.
4 In the Properties tab, select the Web Toolbar property, and select Hidden or 
Visible.
5 Save the form.


-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: Friday, October 02, 2009 12:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

**

Thanks for the clarification David. However, I just logged into our production 
system, and the change form (CHG:Infrastructure Change) does not show this on 
search mode. Do I need to enable something? We have ITSM 7.51

Thanks Guillaume


-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Easter, David
Sent: Fri 10/02/09 2:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

Ø  This is not true. For instance, there are no Recent Searches or My Searches 
on the mid-tier

Just a quick correction - yes there are.

BMC Remedy Action Request System 7.5.00 BMC Remedy Mid Tier Guide
16-Jan-2009 
PDF

Page 144:

"To run a saved, recent, or defined search
1 From the toolbar, choose Searches > Run My Searches, Run Recent, or Run 
Defined.

[cid:image003.png@01CA4357.44051540]"


-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: Friday, October 02, 2009 9:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

**

This is very very bad.
Here are some statements that are not true in our environment, where wer are 
using RS 7.5, Mid-tier, ITSM 7.5.1:

>I've heard that use of a thick client is the only way to get good performance. 
>What will >happen to performance if I can't use the Remedy User client anymore?
>o Due to advances in web technologies, especially in the area of JavaScript 
>engines, the >performance of the web client in AR System 7.5.00 running in a 
>modern browser equals or >exceeds the performance of BMC Remedy User. BMC 
>expects, therefore, that any future client >will meet or exceed any 
>performance characteristics of the existing Remedy User client.

THIS IS NOT TRUE. The Remedy user tool 7.5 performs faster than mid-tier 
7.5/browser. Granted IE 7.x is a piece of crap, so that's a big part of the 
problem; However, the Remedy fat client still outperforms even Firefox 3.x.

Pre-caching in ITSM 7.5.1 and Mid-Tier 7.5 is a major headache and it is buggy.


>Will I lose any functionality using the new client as compared to my use of 
>Remedy User client?
>No. The future client provided will enable full usability of AR System or 
>applications built >on AR System. The manner in which such usability is 
>provided may change (e.g. OLE/DDE are not >available on web-based clients and 
>report macros are accomplished through saved searches) but >full functionality 
>will be provided.

This is not true. For instance, there are no Recent Searches or My Sear

Re: A tomcat config problem....

[Copits . Richard]

Thank youLooks like what I need!
 
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Friday, October 02, 2009 2:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: A tomcat config problem
 
** 
Richard,
It appears you are using your Tomcat as both the web as well as the
Applet server.  There should be a file located in the webapps\root
directory called index.htm that contains that text.  You want to replace
the contents of that file with something along the lines of 
 



 
 
 Loading Pipeline...


 
Please wait while the PipeLine login loads...
 


 
this causes the index page in the root of the directory to repoint to
/arsys/home url.
 


From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of copits.rich...@bwc.state.oh.us
Sent: Friday, October 02, 2009 12:13 PM
To: arslist@ARSLIST.ORG
Subject: A tomcat config problem
** 
I know very little about tomcat but find that I think I have to change a
setting(s?) on the web server...
The situation - I've asked the network folks to change the DNS entry to
refer to the sever name - call it
ARAPP - so that when a user has the web browser up they can type ARAPP
in the address line and have
it bring up the web signon form. However, when I do this I get the
Tomcat page that has the string
 
"If you're seeing this page via a web browser, it means you've setup
Tomcat successfully. Congratulations!"
 
Now I'm stumped. How do I set it up/configure it so that the signon page
comes up? The URL that I want to
go to is http://ARAPP/arsys/shared/login.jsp?/arsys/  but I can't figure
out where/how to configure the
tomcat server to go here. Any help is really appreciated. Thanks!! (But
bear in mind I'm a babe in the woods
when it comes to Tomcat...)

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Are"_ 


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message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message.

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Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

[Guillaume Rheault]

BTW, the web tool bare was enabled by default. What is not enabled by default 
is the Saved Searches option under the Accessible Menu Items 


-Original Message-
From: Guillaume Rheault
Sent: Fri 10/02/09 4:17 PM
To: arslist@ARSLIST.ORG; arslist@ARSLIST.ORG
Subject: RE: End of Life for BMC(R) Remedy(R) User (Windows-based client)
 
Thanks for the info David!!
I strongly suggest for BMC to make this the default in the all the application 
forms (change, task, incident, problem, the AST forms, etc) as well as the 
back-end ITSM foundational forms... Our ITSM 7.5.1 installation was not an 
upgrade, it was a fresh install. Most people, including me, assume these nice 
features to be enabled by default... just a thought

Thanks again for your input

Guillaume

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Easter, David
Sent: Fri 10/02/09 4:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)
 
Page 48 describes how to enable (or disable) the toolbar:

Showing or hiding the web toolbar
You can specify whether the toolbar should be visible or hidden when a form is 
viewed in a browser (and when the form is not a dialog box).

To show or hide the web toolbar
1 In BMC Remedy Developer Studio, open the form for which you want to specify 
toolbar visibility.
2 Click the tab of the View that you want to customize.
3 Click in an empty part of the form to display the view properties.
4 In the Properties tab, select the Web Toolbar property, and select Hidden or 
Visible.
5 Save the form.


-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: Friday, October 02, 2009 12:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

**

Thanks for the clarification David. However, I just logged into our production 
system, and the change form (CHG:Infrastructure Change) does not show this on 
search mode. Do I need to enable something? We have ITSM 7.51

Thanks Guillaume


-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Easter, David
Sent: Fri 10/02/09 2:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

Ø  This is not true. For instance, there are no Recent Searches or My Searches 
on the mid-tier

Just a quick correction - yes there are.

BMC Remedy Action Request System 7.5.00 BMC Remedy Mid Tier Guide
16-Jan-2009 
PDF

Page 144:

"To run a saved, recent, or defined search
1 From the toolbar, choose Searches > Run My Searches, Run Recent, or Run 
Defined.

[cid:image003.png@01CA4357.44051540]"


-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: Friday, October 02, 2009 9:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

**

This is very very bad.
Here are some statements that are not true in our environment, where wer are 
using RS 7.5, Mid-tier, ITSM 7.5.1:

>I've heard that use of a thick client is the only way to get good performance. 
>What will >happen to performance if I can't use the Remedy User client anymore?
>o Due to advances in web technologies, especially in the area of JavaScript 
>engines, the >performance of the web client in AR System 7.5.00 running in a 
>modern browser equals or >exceeds the performance of BMC Remedy User. BMC 
>expects, therefore, that any future client >will meet or exceed any 
>performance characteristics of the existing Remedy User client.

THIS IS NOT TRUE. The Remedy user tool 7.5 performs faster than mid-tier 
7.5/browser. Granted IE 7.x is a piece of crap, so that's a big part of the 
problem; However, the Remedy fat client still outperforms even Firefox 3.x.

Pre-caching in ITSM 7.5.1 and Mid-Tier 7.5 is a major headache and it is buggy.


>Will I lose any functionality using the new client as compared to my use of 
>Remedy User client?
>No. The future client provided will enable full usability o

Re: Moving Attachments from one Server to another

[Misi Mladoniczky]

Hi,

RRR|Chive will work just fine if you are on different versions.

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.
Find these products, and many free tools and utilities, at http://rrr.se.

> If I'm not mistaken, if you export your records to ARX, it'll export the
> files with it, and then use ARImport to import them should add them back
> to
> the attachment field appropriately.  Or I believe RRRChive will do it for
> you as well.
>
>   _
>
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Jase Brandon
> Sent: Friday, October 02, 2009 11:29 AM
> To: arslist@ARSLIST.ORG
> Subject: Moving Attachments from one Server to another
>
>
> ** Hello All,
> Does anyone know of a good way to move attachments from one form on one
> server to the same form on another server?
> If I have a 6X server with a multitude of attachments and want to move
> those
> to the same migrated form on 7X - is this possible?
> It looks like the drive letter of the attachment is what is stored in
> Remedy. I looked for an 'Attachments' table or something logical, but
> couldn't find anything.
> Desired result is to import all attachments to the new server/new form
> with
> all of the other data from the old server. I have everything migrated with
> the exception of the attachments.
> All advice is much appreciated.
>
> Thanks,
>
> Jase
>
> 7.1 Patch 002
> Windows
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_
>
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>
>

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Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

[Jason Miller]

Another way to look at is you can firewall off your ARS server and only
allow connections for hosts that support the server and the Mid-Tiers.  It
could be a security boost  :)

On Fri, Oct 2, 2009 at 1:05 PM, Brittain, Mark wrote:

> **
>
> Here’s something to think about. When you are using the RUT, you are going
> directly to the ARS Server. If the RUT is done away with, you have to go
> from your desk top to the mid-tier to get to the server.  I look at this as
> one more point of failure.  One area that it would help is not having to
> worry if the end users are on the current version/patch of the RUT.
>
>
>
> Mark
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Guillaume Rheault
> *Sent:* Friday, October 02, 2009 3:43 PM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: End of Life for BMC(R) Remedy(R) User (Windows-based
> client)
>
>
>
> Thanks for the clarification David. However, I just logged into our
> production system, and the change form (CHG:Infrastructure Change) does not
> show this on search mode. Do I need to enable something? We have ITSM 7.51
>
> Thanks Guillaume
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) on behalf of Easter,
> David
> Sent: Fri 10/02/09 2:55 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)
>
> Ø  This is not true. For instance, there are no Recent Searches or My
> Searches on the mid-tier
>
> Just a quick correction - yes there are.
>
> BMC Remedy Action Request System 7.5.00 BMC Remedy Mid Tier Guide
> 16-Jan-2009 PDF<
> http://documents.bmc.com/supportu/documents/53/72/95372/95372.pdf>
>
> Page 144:
>
> "To run a saved, recent, or defined search
> 1 From the toolbar, choose Searches > Run My Searches, Run Recent, or Run
> Defined.
>
> [cid:image003.png@01CA4357.44051540]"
>
>
> -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:arslist@ARSLIST.ORG ] On Behalf Of Guillaume
> Rheault
> Sent: Friday, October 02, 2009 9:45 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)
>
> **
>
> This is very very bad.
> Here are some statements that are not true in our environment, where wer
> are using RS 7.5, Mid-tier, ITSM 7.5.1:
>
> >I've heard that use of a thick client is the only way to get good
> performance. What will >happen to performance if I can't use the Remedy User
> client anymore?
> >o Due to advances in web technologies, especially in the area of
> JavaScript engines, the >performance of the web client in AR System 7.5.00
> running in a modern browser equals or >exceeds the performance of BMC Remedy
> User. BMC expects, therefore, that any future client >will meet or exceed
> any performance characteristics of the existing Remedy User client.
>
> THIS IS NOT TRUE. The Remedy user tool 7.5 performs faster than mid-tier
> 7.5/browser. Granted IE 7.x is a piece of crap, so that's a big part of the
> problem; However, the Remedy fat client still outperforms even Firefox 3.x.
>
> Pre-caching in ITSM 7.5.1 and Mid-Tier 7.5 is a major headache and it is
> buggy.
>
>
> >Will I lose any functionality using the new client as compared to my use
> of Remedy User client?
> >No. The future client provided will enable full usability of AR System or
> applications built >on AR System. The manner in which such usability is
> provided may change (e.g. OLE/DDE are not >available on web-based clients
> and report macros are accomplished through saved searches) but >full
> functionality will be provided.
>
> This is not true. For instance, there are no Recent Searches or My Searches
> on the mid-tier
>
> -Guillaume
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) on behalf of Jarl
> Grøneng
> Sent: Fri 10/02/09 12:22 PM
> To: arslist@ARSLIST.ORG
> Subject: End of Life for BMC(R) Remedy(R) User (Windows-based client)
>
> BMC Remedy AR System 8.0.00 is expected to be the last major release
> of AR System to include the Remedy User client.
>
> http://documents.bmc.com/products/documents/61/94/106194/106194.pdf
>
> --
> Jarl
>
>
> ___
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Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

[Jason Miller]

That was an interesting discovery when we went to ARS7.5 / RUT 7.1 with ITSM
6 (the 7.1 RUT packages was very delayed in being deployed so we stayed with
it rather then a new build around the time of the server upgrade).
Apparently these were unchecked all along OOTB but when we went to ARS 7.5
and RUT 7.1 the setting was finally enforced in RUT.  Our users could see
they had saved searched but they were grayed out.

We felt kind of stupid when we put in a ticket to BMC and they said yeah,
just uncheck the box for each view.  Who knew it was unchecked all along?

Jason

On Fri, Oct 2, 2009 at 1:26 PM, Guillaume Rheault wrote:

> **
>
> BTW, the web tool bare was enabled by default. What is not enabled by
> default is the Saved Searches option under the Accessible Menu Items
>
>
>
> -Original Message-
> From: Guillaume Rheault
> Sent: Fri 10/02/09 4:17 PM
> To: arslist@ARSLIST.ORG; arslist@ARSLIST.ORG
> Subject: RE: End of Life for BMC(R) Remedy(R) User (Windows-based client)
>
> Thanks for the info David!!
> I strongly suggest for BMC to make this the default in the all the
> application forms (change, task, incident, problem, the AST forms, etc) as
> well as the back-end ITSM foundational forms... Our ITSM 7.5.1 installation
> was not an upgrade, it was a fresh install. Most people, including me,
> assume these nice features to be enabled by default... just a thought
>
> Thanks again for your input
>
> Guillaume
>
> -Original Message-
> From: Action Request System discussion list(ARSList) on behalf of Easter,
> David
> Sent: Fri 10/02/09 4:02 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)
>
> Page 48 describes how to enable (or disable) the toolbar:
>
> Showing or hiding the web toolbar
> You can specify whether the toolbar should be visible or hidden when a form
> is viewed in a browser (and when the form is not a dialog box).
>
> To show or hide the web toolbar
> 1 In BMC Remedy Developer Studio, open the form for which you want to
> specify toolbar visibility.
> 2 Click the tab of the View that you want to customize.
> 3 Click in an empty part of the form to display the view properties.
> 4 In the Properties tab, select the Web Toolbar property, and select Hidden
> or Visible.
> 5 Save the form.
>
>
> -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:arslist@ARSLIST.ORG ] On Behalf Of Guillaume
> Rheault
> Sent: Friday, October 02, 2009 12:43 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)
>
> **
>
> Thanks for the clarification David. However, I just logged into our
> production system, and the change form (CHG:Infrastructure Change) does not
> show this on search mode. Do I need to enable something? We have ITSM 7.51
>
> Thanks Guillaume
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) on behalf of Easter,
> David
> Sent: Fri 10/02/09 2:55 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)
>
> Ø  This is not true. For instance, there are no Recent Searches or My
> Searches on the mid-tier
>
> Just a quick correction - yes there are.
>
> BMC Remedy Action Request System 7.5.00 BMC Remedy Mid Tier Guide
> 16-Jan-2009 PDF<
> http://documents.bmc.com/supportu/documents/53/72/95372/95372.pdf>
>
> Page 144:
>
> "To run a saved, recent, or defined search
> 1 From the toolbar, choose Searches > Run My Searches, Run Recent, or Run
> Defined.
>
> [cid:image003.png@01CA4357.44051540]"
>
>
> -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:arslist@ARSLIST.ORG ] On Behalf Of Guillaume
> Rheault
> Sent: Friday, October 02, 2009 9:45 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)
>
> **
>
> This is very very bad.
> Here are some statements that are not true in our environment, where wer
> are using RS 7.5, Mid-tier, ITSM 7.5.1:
>
> >I've heard that use of a thick client is the only way to get good
> performance. What will >happen to performance if I can't use the Remedy User
> client anymore?
> >o 

Re: Performance Issues with 7.1 Patch 7 Email

[Joe DeSouza]

I have noticed the databse being busy errors even when you have search related 
problems on large forms due to either indexing or just that the form has so 
many records that unqulified searches has that thread crawling...

Currently I am already on 7.5

How many records in your email message form?

select count(*) from T64;

should give you that result without causing a performance hit on the db as it 
reports that number from the statistics..

Joe

From: Tim Rondeau 
To: arslist@ARSLIST.ORG
Sent: Friday, October 2, 2009 12:16:00 AM
Subject: Re: Performance Issues with 7.1 Patch 7 Email

** 
Joe,
 
Looking at it now, I don’t think it was email.    I think the errors in the log 
because database was too busy.
 
Do you have 7.1 patch 7, we are running on windows?  Seen any performance 
issues.
 
Tim
 
From:Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza
Sent: Friday, October 02, 2009 12:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Performance Issues with 7.1 Patch 7 Email
 
** 
Tim,
 
If the unprocessed emails in that form are not really important, then I would 
suggest to truncate the T64 and H64 and the email attachment tables T H and B 
table.. and the other relationship tables
 
Then once you have the ball rolling again, make sure that a new email after 
being processed is being auto deleted. I do not remember offhand if its an 
escalation that deletes it periodically or if a filter deletes it after having 
processed the email. But whatever it is - if it fails to delete, you need to 
look into why. Maybe your error logs would tell you something? 
 
Joe
 



From:Tim Rondeau 
To: arslist@ARSLIST.ORG
Sent: Thursday, October 1, 2009 11:12:48 PM
Subject: Performance Issues with 7.1 Patch 7 Email

** 
Running 7.1 patch 7 and noticing slowness which really brings remedy to a hault.
 
The table is T.64 which is AR SYSTEM Email Messages.  Anyone have performance 
issues with this version.
 
Thanks
 
Tim




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Re: Performance Issues with 7.1 Patch 7

[Joe DeSouza]

I read this email a minute after replying to your other one...

select top 20 schemaid, nextid, name from arschema where nextid > 1 order 
by nextid asc;

is likely to give you a list of top 20 tables that have a record count of more 
than 1 (unless you have deleted in some and not reset the nextid)

Increase 20 to 30 in case you see that the 20th table has a significantly large 
number of rows.

Look at all the searches that happen on all these tables, and see if any of the 
searches are not optimized by way of searching a non indexed field..

Joe





From: Tim Rondeau 
To: arslist@ARSLIST.ORG
Sent: Friday, October 2, 2009 10:18:34 AM
Subject: Re: Performance Issues with 7.1 Patch 7

** 
Everyone I don’t think it actually was email.  
 
I think the email errors, just because DB was too busy.
 
Anyone have any other issues with the DB with this patch on windows?
 
Thanks
 
Tim
 
From:Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Rodriguez, Rafael J x23718
Sent: Friday, October 02, 2009 9:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Performance Issues with 7.1 Patch 7 Email
 
** 
Tim as per BMC's recommendation for performance tunning for email engine, 
please check the following setting in your emaildeamon.properties file and make 
the neccessary changes. You will experience a HUGE performance boost.
 
Change the following entries in the emaildeamon.properties file from 100 to 200:
com.remedy.arsys.emaildaemon.IncomingConnectionRecycleSize=200
com.remedy.arsys.emaildaemon.IncomingMessagesQueueSize=200
com.remedy.arsys.emaildaemon.OutgoingConnectionRecycleSize=200
com.remedy.arsys.emaildaemon.SendEmailSetSize=200
Also change the following line item from true to false which will force email 
polling to seconds from Minutes.
com.remedy.arsys.emaildaemon.MailboxPollingUnitIsMinutes=false
 



From:Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Tim Rondeau
Sent: Thursday, October 01, 2009 11:13 PM
To: arslist@ARSLIST.ORG
Subject: Performance Issues with 7.1 Patch 7 Email
** 
Running 7.1 patch 7 and noticing slowness which really brings remedy to a hault.
 
The table is T.64 which is AR SYSTEM Email Messages.  Anyone have performance 
issues with this version.
 
Thanks
 
Tim
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Mid tier crashing suddenly with "Could not invoke the service() method on servlet ApplicationServlet. Exception thrown : java.lang.OutOfMemoryError"

[pascale . boyer]

Hi all,

We are having an issue on one of our midtier environement in production. 
The midtier runs on a websphere and we are now seeing websphere server 
hanging more and more with this error in the logs.

10/2/09 12:30:02:870 PDT] 22ef ServletWrappe E   SRVE0068E: Could not 
invoke the service() method on servlet ApplicationServlet. Exception 
thrown : java.lang.OutOfMemoryError

Of course, the Remedy mid tier is blamed for this one.  I can't find any 
information on what this means besides the obvious lack of 
memory/resources allocated to Remedy.
Any clues?


ARS 7.01 patch 003 
WebSphere Platform 6.0 [ND 6.0.2.25 cf250801.02]


Thank you,

Pascale Boyer
Remedy Developer
Daimler Trucks North America
MP9 
Portland, OR
503-745-6569

If you are not the intended addressee, please inform us immediately that you 
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Re: RESOLVED - Moving Attachments from one Server to another

[Jase Brandon]

Many Thanks to All.

Exporting to .arx instead of .csv did the trick. I knew this was something
simple, but hadn't had a need to do this in years.

Thanks,

Jase

On Fri, Oct 2, 2009 at 5:01 PM, Misi Mladoniczky  wrote:

> Hi,
>
> RRR|Chive will work just fine if you are on different versions.
>
>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.
> Find these products, and many free tools and utilities, at http://rrr.se.
>
> > If I'm not mistaken, if you export your records to ARX, it'll export the
> > files with it, and then use ARImport to import them should add them back
> > to
> > the attachment field appropriately.  Or I believe RRRChive will do it for
> > you as well.
> >
> >   _
> >
> > From: Action Request System discussion list(ARSList)
> > [mailto:arsl...@arslist.org] On Behalf Of Jase Brandon
> > Sent: Friday, October 02, 2009 11:29 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Moving Attachments from one Server to another
> >
> >
> > ** Hello All,
> > Does anyone know of a good way to move attachments from one form on one
> > server to the same form on another server?
> > If I have a 6X server with a multitude of attachments and want to move
> > those
> > to the same migrated form on 7X - is this possible?
> > It looks like the drive letter of the attachment is what is stored in
> > Remedy. I looked for an 'Attachments' table or something logical, but
> > couldn't find anything.
> > Desired result is to import all attachments to the new server/new form
> > with
> > all of the other data from the old server. I have everything migrated
> with
> > the exception of the attachments.
> > All advice is much appreciated.
> >
> > Thanks,
> >
> > Jase
> >
> > 7.1 Patch 002
> > Windows
> > _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> > Are"_
> >
> >
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> >  "Where the Answers Are"
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Re: Coding standards required

[Shellman, David]

You might want to give a little more detail concerning your question. There are 
several possible ways to answer a general coding standards question. It code be 
data or workflow related.
Dave
-
dave.shell...@tycoelectronics.com
(Wireless)


From: Action Request System discussion list(ARSList) 
To: arslist@ARSLIST.ORG 
Sent: Fri Oct 02 23:36:57 2009
Subject: Coding standards required

**
Hi All,

Can someone please send me the BMC recommended coding standards to be followed?

Your help is appreciated.

Regards,
SriSamSri Appecherla
Mobile# +91 991 610 6008
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_

Re: Coding standards required

[SriSamSri Appecherla]

Hi,

I require the coding standards for workflow creation on ARS 7.5, the naming
convention to be followed as recommended by BMC.

Regards,
SriSamSri Appecherla
Mobile# +91 991 610 6008


On Sat, Oct 3, 2009 at 9:11 AM, Shellman, David <
dave.shell...@tycoelectronics.com> wrote:

> You might want to give a little more detail concerning your question. There
> are several possible ways to answer a general coding standards question. It
> code be data or workflow related.
> Dave
> -
> dave.shell...@tycoelectronics.com
> (Wireless)
>
> --
> *From*: Action Request System discussion list(ARSList) <
> arslist@ARSLIST.ORG>
> *To*: arslist@ARSLIST.ORG 
> *Sent*: Fri Oct 02 23:36:57 2009
> *Subject*: Coding standards required
>
> **
>  Hi All,
>
> Can someone please send me the BMC recommended coding standards to be
> followed?
>
> Your help is appreciated.
>
> Regards,
> SriSamSri Appecherla
> Mobile# +91 991 610 6008
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_

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Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

[Axton]

When you use the Remedy User Tool, you go to the RUT, then you go to
the ARServer.  When you use the MT, you go to the MT, then you go to
the ARServer.  The location of the client is just different; instead
of your workstation, it is a j2ee platform on a server.

Axton

On Fri, Oct 2, 2009 at 3:05 PM, Brittain, Mark  wrote:
> **
>
> Here’s something to think about. When you are using the RUT, you are going
> directly to the ARS Server. If the RUT is done away with, you have to go
> from your desk top to the mid-tier to get to the server.  I look at this as
> one more point of failure.  One area that it would help is not having to
> worry if the end users are on the current version/patch of the RUT.
>
>
>
> Mark
>
>
>
> 
>
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
> Sent: Friday, October 02, 2009 3:43 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)
>
>
>
> Thanks for the clarification David. However, I just logged into our
> production system, and the change form (CHG:Infrastructure Change) does not
> show this on search mode. Do I need to enable something? We have ITSM 7.51
>
> Thanks Guillaume
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) on behalf of Easter,
> David
> Sent: Fri 10/02/09 2:55 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)
>
> Ø  This is not true. For instance, there are no Recent Searches or My
> Searches on the mid-tier
>
> Just a quick correction - yes there are.
>
> BMC Remedy Action Request System 7.5.00 BMC Remedy Mid Tier Guide
> 16-Jan-2009
> PDF
>
> Page 144:
>
> "To run a saved, recent, or defined search
> 1 From the toolbar, choose Searches > Run My Searches, Run Recent, or Run
> Defined.
>
> [cid:image003.png@01CA4357.44051540]"
>
>
> -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: Friday, October 02, 2009 9:45 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)
>
> **
>
> This is very very bad.
> Here are some statements that are not true in our environment, where wer are
> using RS 7.5, Mid-tier, ITSM 7.5.1:
>
>>I've heard that use of a thick client is the only way to get good
>> performance. What will >happen to performance if I can't use the Remedy User
>> client anymore?
>>o Due to advances in web technologies, especially in the area of JavaScript
>> engines, the >performance of the web client in AR System 7.5.00 running in a
>> modern browser equals or >exceeds the performance of BMC Remedy User. BMC
>> expects, therefore, that any future client >will meet or exceed any
>> performance characteristics of the existing Remedy User client.
>
> THIS IS NOT TRUE. The Remedy user tool 7.5 performs faster than mid-tier
> 7.5/browser. Granted IE 7.x is a piece of crap, so that's a big part of the
> problem; However, the Remedy fat client still outperforms even Firefox 3.x.
>
> Pre-caching in ITSM 7.5.1 and Mid-Tier 7.5 is a major headache and it is
> buggy.
>
>
>>Will I lose any functionality using the new client as compared to my use of
>> Remedy User client?
>>No. The future client provided will enable full usability of AR System or
>> applications built >on AR System. The manner in which such usability is
>> provided may change (e.g. OLE/DDE are not >available on web-based clients
>> and report macros are accomplished through saved searches) but >full
>> functionality will be provided.
>
> This is not true. For instance, there are no Recent Searches or My Searches
> on the mid-tier
>
> -Guillaume
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) on behalf of Jarl
> Grøneng
> Sent: Fri 10/02/09 12:22 PM
> To: arslist@ARSLIST.ORG
> Subject: End of Life for BMC(R) Remedy(R) User (Windows-based client)
>
> BMC Remedy AR System 8.0.00 is expected to be the last major release
> of AR System to include the Remedy User client.
>
> http://documents.bmc.com/products/documents/61/94/106194/106194.pdf
>
> --
> Jarl
>
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Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

[Axton]

I agree with your assessment that the MT trying to do the same thing
as the user tool; I do not this it makes for a good web experience at
all; multiple browsers running to access a single web application
results in poor usability.  A change to a different design would
require a whole paradigm shift in thinking and designing applications;
a separation of the model and the view, if you will.  It opens the
doors to a lot of things, but would be a drastically different way to
look at things as compared to the way people are accustomed to
thinking about Remedy when they design applications today.

Axton

These are my opinions only and do not represent those of BMC Software, Inc.

On Fri, Oct 2, 2009 at 12:44 PM, John Sundberg
 wrote:
> I feel it is a great move.
>
> BMC (or others) will produce tools to fill gaps
> (alerts/reporting/macros/printing) blah blah blah. In fact all those tools
> already exist -- they just may not yet be incorporated/integrated.
>
> (I would venture to say that there are already 1000x as many tools for our
> new user tool (the web) as exist for our current WUT)
> (I will guess approx 50 tools exist for the current WUT -- easily 50,000
> tools exist for web stuff)
>
>
> Alerts -- growl/rss
> Reporting -- 100+ flash strategies + HTML5 SVG is getting better all the
> time
> Macros -- greasemonkey
> Printing -- ??? -- I forget what I use - but it works just fine.
>
> OLE/DDE -- client back to server -- back to client stuff -- would be doable
> -- if not you can solve the problem some other way altogether.
>
> I personally don't think the MT is a good web strategy -- but it too will
> have to change -- and again -- that is a good thing.
> (precache and very dynamic screens have issues and always will) -- more
> rigid screens will greatly improve things (FYI -- what Kinetic Request does)
>
> The MT is currently tasked with doing the same thing as the WUT but via the
> web. I think the whole paradigm is ripe for change. The WUT is a very "raw"
> experience and you can get quite close to the "database" (developers think
> that is good/power users think that is good/avg person is confused). I think
> the tools and applications need to raise up a bit and be more process
> oriented and more application oriented -- which by nature avoids the needs
> for things like:
> "saved searches"
> "copy to new"
> "clear"
> 
> all those above functions should be done by the application and not the
> "user tool" -- because a saved search or a copy to new is really application
> specific. Example:
>
> copy to new -- do you want to copy all 100 fields (hidden ones) -- or only 5
> fields -- the current will do all.
> saved search --  searches are just criteria -- the app should be able to
> provide that
> clear -- this has always sucked!!!
>
>
> I like that BMC is attempting to move the product in a direction -- good for
> them.
>
>
> You can't make everybody happy -- you can only do what you feel is the right
> way -- and sometimes it causes pain -- the goal is long term betterness.
>
> (made that last word up)
>
>
> Lets discuss at WWRUG... sign up here:
> http://kineticsr.kineticdata.com/kinetic/DisplayPage?name=WWRUG2009REGISTRATION
>
> -John
>
>
>
>
> On Oct 2, 2009, at 11:22 AM, Jarl Grøneng wrote:
>
> BMC Remedy AR System 8.0.00 is expected to be the last major release
> of AR System to include the Remedy User client.
>
> http://documents.bmc.com/products/documents/61/94/106194/106194.pdf
>
> --
> Jarl
>
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>
> --
> John David Sundberg
> 235 East 6th Street, Suite 400B
> St. Paul, MN 55101
> (651) 556-0930-work
> (651) 247-6766-cell
> (651) 695-8577-fax
> john.sundb...@kineticdata.com
>
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>

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