Dexter Lewis is out of the office.

[Dexter Lewis]

I will be out of the office starting  10/09/2009 and will not return until
10/19/2009.

I will return to the office on Monday October 19.  During my absence I will
periodically be checking my mail but if the issue requires immediate
attention or can not wait until my return contact the Global Service Desk.

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Re: Email Forms?

[Duncan McFarlane]

Thanks all

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Brittain, Mark
Sent: October 9, 2009 9:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email Forms?

 

There may be a couple of reasons for this. At least under version 6.3 there
is the Email Messages form but then there are three forms, association,
attachment, attachment join, to handle the attachments.  I have mail pushed
to a custom form and then gather the attachments into the attachment pool,
link the custom email record to the appropriate ticket, and post the message
of the email to the ticket work log. Sounds a little crazy but it works
quite well. Users can also use the custom form to send emails, which again
get posted to the ticket work log. The Email Messages form is not really
user friendly.

 

System Email records and attachments I only retain for three days and then
delete.  So I believe it takes the workload off the systems form. 

 

Hope this helps

Mark

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Duncan McFarlane
Sent: Thursday, October 08, 2009 9:54 PM
To: arslist@ARSLIST.ORG
Subject: Email Forms?

 

Does anyone know why a consultant would create customized email forms for
processing incoming emails?

I don't have a lot of experience with the email system and find it a bit
confusing.  At first I thought maybe it was a requirement however the more I
read the less it seems to be what is needed.

Thanks for any help anyone could be.

ITSM 7.0.2 Patch 005

AR Server 7.1.0 001

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Real to Integer Comparisons

[Alexander Straph]

Hi.

The client has a set up where they have a field called SequenceNumber.  This 
field is a decimal number set to a precision of 2.

The reason for this is because they have "subsequence numbers", that is it goes 
like 1, 2, 3, 3.1, 3.2, 3.3, 4.

The entries are being grouped by whole number, that is 3, 3.1, 3.2, 3.3 would 
belong to one group.  But how to check for such numbers?

One idea that I floated was to use the TRUNC function to get the numbers to 
round down.  Then compare the sequence numbers against the truncated number, if 
they are between the truncated number and the number + 1, then that is a record 
that you're looking for.

The problem that I have is that such a comparison is likely to trigger a type 
mismatch error.  Comparing a real to an integer is not supported in any ARS, is 
it (I'm using 6.3)?

Anybody got any ideas on how to do this?


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Re: Approval console ARS 7.5

[Jason Miller]

Are you using the 7.5 WUT or 7.5 Mid-Tier?  They are using some of the new
7.5 features that will not display in the 7.1 client.

When you are seeing the 7.5 AP console correctly it is kind of pretty.

Jason

On Fri, Oct 9, 2009 at 7:00 AM, Patrick St-Pierre
wrote:

> **
> Hi List, can you teel me if im wrong, but im just migrated my dev box to
> 7.5 and the approval console seems to be very poor, we are not able to open
> the change request from that console of view detail stuff ... some new
> feature seems to not works fine.
>
> It is only for me or you think the same thing ?
>
> thanks _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the
> Answers Are"_

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Re: Notifying with Join form info when the outer join right-hand side is created.

[Jason Miller]

Hi John,

B will not "inform" A_B when a record is created.  We recently had a similar
scenario with a join of order details and line items.  We wanted an email
from the join to be sent when Help Desk ticket for a line item was
completed.

We did just what you mention.  When the 'Status' is changed to Resolved on
the Help Desk form (I am not saying if we used DB. or TR., hey it's Friday)
it does a push field to the A_B form.  All we are sending is
"SendInstructions" to a DO field called CURRENT_COMMAND.  There is a filter
on the A_B join that will fire only if the CURRENT_COMMAND =
"SendInstructions"

HTH,
Jason

On Fri, Oct 9, 2009 at 7:55 AM, Reiser, John J wrote:

> **
>
> Hello Listers,
>
>
>
> ARS7.1.00 Patch 004
>
> MS SQL Server 2005
>
>
>
> I have two forms that are joined (outer join) and I want to send a
> notification with .ARTask from the Join form.
>
>
>
> Example: Form A has a bunch of records.
>
> Form B gets a record created and is connected to Form A’s record by the
> value selected during creation.
>
>
>
> The user wants to be notified with an .ARTask attachment for the joined
> records when the second record is created.
>
> Will a filter fire on the join A_B when the B part is created?
>
> Do I perform a PUSH Fields from B at create time to update a DO flag field
> on the Join form. I will have the join criteria at create time for Form B.
>
>
>
> Thanks,
>
>
>
> ---
> John J. Reiser
> Senior Software Development Analyst
> Remedy Administrator/Developer
> Lockheed Martin - MS2
> The star that burns twice as bright burns half as long.
> Pay close attention and be illuminated by its brilliance. - paraphrased by
> me
>
>
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> Are"_

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Re: AD Remedy Single Sign ON

[Shellman, David]

Please let us know up front that you're trying to sell a product.
Dave
-
dave.shell...@tycoelectronics.com
(Wireless)

- Original Message -
From: Action Request System discussion list(ARSList) 
To: arslist@ARSLIST.ORG 
Sent: Fri Oct 09 15:57:50 2009
Subject: Remedy Single Sign ON

Dear listers,

The lack of authentication to the system caused by incorrect entering a user
name or a password and revoked access are a reason for constant employees
frustration.

The users who have not logged in successfully to the system are constantly
sending emails to the IT help desk asking for the password change. Employees
whose access to the system has been revoked are not able to fulfil their
duties. Using many passwords to the various systems and forcing employees to
change them on a regular basis in accordance with a safety policy causes
that employees write down their passwords on self stick note sheets and
stick them to a screen. It has a negative impact on the information safety
in the company.

You've heard the AR System can support Single Sign On, but have you seen it in 
action? We've made a movie showing how quick and easy it is (assuming you 
have the relevant configuration information) to add Single Sign On to your AR 
System.

You've heard the AR System can support Single Sign On, but have you seen it in 
action?  We've made a movie showing how quick and easy you can add Single
Sign On to your AR System.

http://www.remedy-sso.com/media/flash/sso1024x768/sso1024x768.html

For more information on the new version of this product, or to get a free 
evaluation version, please visit this page:

http://www.remedy-sso.com

Enjoy.

Remedy Single Sign On Team

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Re: Install SRM 2.2

[Konrad Banasiak]

Hi,
When you will install SRM 2.2, The requeter console will be not delete, 
but installer will add active link on action on open with message 
"Requester console is disabled, please use the SRM Console".


Cheers

Konrad

Hellyson pisze:

** Hello all,

I would like to install SRM 2.2 in the ITSM 7.1, but i would like to 
know if I install, what happen with the data of the ITSM Request 
Console, I have almost 3 thousand data there, because by the 
Installation manual, i saw that when I install the SRM, replace the 
forms of the ITSM Resquest Console.

If somebody did this, what were the steps?

Regards for all


Hellyson - Brazil
helly...@gmail.com 

"Quando se sabe ouvir não precisam muitas palavras"
Edgard Scandurra
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Remedy Single Sign ON

[General Information]

Dear listers,

The lack of authentication to the system caused by incorrect entering a user
name or a password and revoked access are a reason for constant employees
frustration.

The users who have not logged in successfully to the system are constantly
sending emails to the IT help desk asking for the password change. Employees
whose access to the system has been revoked are not able to fulfil their
duties. Using many passwords to the various systems and forcing employees to
change them on a regular basis in accordance with a safety policy causes
that employees write down their passwords on self stick note sheets and
stick them to a screen. It has a negative impact on the information safety
in the company.

You've heard the AR System can support Single Sign On, but have you seen it in 
action? We've made a movie showing how quick and easy it is (assuming you 
have the relevant configuration information) to add Single Sign On to your AR 
System.


You've heard the AR System can support Single Sign On, but have you seen it in 
action?  We've made a movie showing how quick and easy you can add Single

Sign On to your AR System.

http://www.remedy-sso.com/media/flash/sso1024x768/sso1024x768.html

For more information on the new version of this product, or to get a free 
evaluation version, please visit this page:


http://www.remedy-sso.com

Enjoy.

Remedy Single Sign On Team

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BMC Remedy AR System 7.5 Certification

[Remedy Muse]

Anybody taken BMC Remedy AR System 7.5 Certification? I'll be taking the 2nd 
course and won't need to take the 1st course.



This certification used to be called Remedy Skilled Profession certification 
RSP.? It had 3 courses. but they changed the name and down to 2 courses.



What's everybody think about it?? Toughy one?



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Re: ARInside 3.0 Beta

[LJ Longwing]

Well, 'windows' is the generic answer at the moment...it's a 32 bit app, and
I don't know much about running 32 bit apps on 64 bit windows servers...so
you may be able to help out with that informationI seem to remember that
Windows needed 32 bit apps to be in a special dir for the OS to execute them
in the 32 bit kernel, but don't quote me on that.
 
Regarding the black/white list, there are two ways you can do iteither
build a blacklist that contains everything except what you want to document,
or you could provide an XML file of just the objects you want to document,
and use the offline modeif you would like to see a whitelist capability
built in, please open a ticket requesting it :)

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Juan Ingles
Sent: Friday, October 09, 2009 12:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARInside 3.0 Beta


** 
LJ,
What are the supported environments?
 
I can't get it to run on my server -- Windows 2003 R2 SP2 x64. I tried both
the _68 and _69 build.
 
I get:
This application has failed to start because the application configuration
is incorrect. Reinstalling the application may fix the problem.

 
Also, I saw that you could do a "blacklist," but I could not see a way to do
a "whitelist."
I would love to run it on just one packing list. Did I miss something?
 
 
Thanks to all involved for taking up the torch and reviving this project!
 
Juan Ingles

On Mon, Oct 5, 2009 at 6:04 PM, LJ Longwing  wrote:


** 
I'm pleased to announce the start of the 3.0 Beta for ARInside.  Please head
out to http://www.arinside.org/downloads to get the latest copy.
 
Below you will find a list of the enhancements and bug fixes done thus far.
We are working on getting this to be cross platform capable at some point as
well.  Please log onto http://www.arinside.org/newticket to log any issues
with the beta so we can get them fixed before we finalize anything.
 
Enhancements
Added support to parse 'Special Runprocess Commands' for form and field
information
Modified output of application to be brief, moved most output to the -v
command line parameter
Modified Selection Label display to properly display enumerated values
Added granularity to containers inside containers, it now tells you what
type of container it is (AL Guide, Packing List, etc)
Field references in Indexes now link to the index page for the form
Added full support for Date and TimeOfDay fields
Optimized speed of the get server info from the server
Added 'Status History' references where appropriate
Added 'Error Handler' references
Added Escalation Pool to the information displayed about an Escalation
Added a new 'RunNotes' section to settings.ini to allow for run
documentation
Enhanced performance of setfield actions
Added 'Hover' and 'Template' support
Added 'Tooltip' message support
Added 'Service' execute on support for Filters
Added additional 7.1 and 7.5 AL Execute on conditions
Upgraded API from 7.0.1 to 7.5
Added support for form settings of 'Entry Point', 'Archive', and 'Audit'
Added enhanced options added with 7.1 release
 
Defect Fixes
when an Exclude list was specified, the exclude list itself was processed
wasting time
If Field ID was > 10 characters the app crashed
Selection Fields with custom numbering weren't referencing in workflow
references properly
Menus specified in exclude list were still processed
Visibility of fields in 'Change Field' actions wasn't processed properly
'Wait' and 'Goto' AL Actions weren't properly documented
Default value of Integer was showing (null) when it should have been 0
Not all Server Info and field properties were being displayed properly
'Run Time' was not being calculated properly
Corrected () placement in setfield if statements
SQL Menu Labels were not displaying properly
SQL Set Field actions from another server were displaying current server

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Re: ARInside 3.0 Beta

[LJ Longwing]

Well...the only class I've ever taken for C was 'Problem Solving Concepts
for C++'and I'm still involved...so your skills are likely stronger than
mine...:)
 
The only issue with a single file with bookmarks is that if even a single
field changes in a form, you rewrite the entire thing?but that's only a
problem if we move to a model of only doing updates
 
the method to delete/move files is different for each os, so I'm not sure if
there is a faster/easier wayI know the program loops through each file
deleting each individually.

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jason Miller
Sent: Friday, October 09, 2009 11:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARInside 3.0 Beta


** 
It would be more like pressure wash my C++ skills, I took one class years
ago.  But what a great way to get back into it?
 
I think there are benefits to both having a db engine and the static files.
Ultimately being able to do both would be great.  You could still give
customers documentation with the file method but having a full application
would make it a more powerful tool for full time employees who maintain the
same system over time and keep updating the documentation.
 
A single file with bookmarks doesn't sounds like a bad idea.  That keeps it
portable and should help with the disk cost.
 
Here I have created batch files to run ARInside into a staging directory and
then another batch to delete the files in the published directory and move
the new files over.  It takes about 5 minutes to delete all of the files
before the move can take place (which is almost instant).  We are using the
command below to delete the old files on Win 2003.  Is there a quicker way
to drop a large number of files?
rmdir /S /Q %websitepath%\ARInside\ARInside_Published\%1
 
Also I zip up the old files occasionally to keep historical references.  The
html compresses nicely but it takes a while to go through all of the files.
these are not critical things, we can just run it in the early morning hours
but it would be nice...
 
Jason

On Fri, Oct 9, 2009 at 9:37 AM, LJ Longwing  wrote:


** 
Well Jason, many hands make light work :)so I encourage you to dust off
your C++ skills and join us on a worthy journeythe DB I was referring to
was more of a flat file kinda thing that wouldn't need an enginebut
hmmm...what about it having an option of being a Remedy app that stored its
stuff in forms?who knows if that would workone of the things I
always loved about ARInside when I was a simple user was the ability to
'deliver' documentation to a client for a product I developedI gave them
a CD that contained all of the design docs, etc...with a folder for the
documentation...it was awesome...I dunno...would it be better to have less
files, but the same information?...like maybe all field information for a
form was in a single file with bookmarks instead of each field having its
own file...

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jason Miller
Sent: Friday, October 09, 2009 10:14 AM 

To: arslist@ARSLIST.ORG
Subject: Re: ARInside 3.0 Beta


** 
On the subject of keeping a db...   What is the feasibility of storing the
data in a db vs. +100k html files at over 1gb of disk space (and this isn't
even ITSM 7)?  I would think if the object id's are maintain in a db then
the data could be normalized and alleviate all of the data that is now being
duplicated to link all of the html files every which way.  This could also
add searching capabilities.
 
The down side I see is now this is another db/web app that administrators
need to maintain instead of a ton of "dumb" html files you place on a web
server.  However...   With a full blown app maybe you could do such things
as keep previous version and restore/migrate straight to a server?
 
Now that I have thrown all of that out there I guess I should pick up C++
again so I can help out.
 
Jason


On Fri, Oct 9, 2009 at 7:35 AM, LJ Longwing  wrote:


Hey Misi,
Before I got into the code, I wondered the exact same thing, unfortunately
the ability to do that is limited with the current design.  As ARInside
grabs objects from the server (in the order it grabs them, which can be
different each time), it assigns an 'internal id' to the object, and that
internal id is what it uses to process objects.  To do a 'difference' run
you would need to keep a db of some sort around of what your object id's
were for your last run, and then assign them back to the same id's on the
next run.  It's definitely possible, but is a rewrite of a significant part
of the code I thinkthat's not to say it won't be done, just that it
won't be 'now'...:)if you want, please feel free to log it as an
enhancement request though :)


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky

Sent: 

Install SRM 2.2

[Hellyson]

Hello all,

I would like to install SRM 2.2 in the ITSM 7.1, but i would like to know if
I install, what happen with the data of the ITSM Request Console, I have
almost 3 thousand data there, because by the Installation manual, i saw that
when I install the SRM, replace the forms of the ITSM Resquest Console.
If somebody did this, what were the steps?

Regards for all


Hellyson - Brazil
helly...@gmail.com

"Quando se sabe ouvir não precisam muitas palavras"
Edgard Scandurra

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Re: ARInside 3.0 Beta

[LJ Longwing]

Hmmm...I don't like the idea of ARInside 'updating' the remedy server in ANY
way.  I think that in the case of us starting to track this stuff via some
kind of db, we would likely just consider a rename of an object a delete and
recreation.  This would of course need to include anything that referenced
that object being deleted...large cascade effect, but I think the overall
savings in time would be substantial. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Carey Matthew Black
Sent: Friday, October 09, 2009 11:37 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARInside 3.0 Beta

LJ,

Which actually brings to the surface the question of: "What happens when an
object name changes?". My guess is that the object would look like a "new
object" and there really would be no good way to tie it back to the
previously used "internal id".

Now if you were to use the "AR_OPROP_GUID" value (and have it set in all of
your objects) then you would have a shot at some of these approaches. Or you
could add your own tag too...

Ref: C-APIGuide-630.pdf  pg 75
"
Note: Object property tags with a value of AR_OPROP_LAST_RESERVED or below
are reserved. The API programmer might define any tag with a value above
AR_OPROP_LAST_RESERVED.
"

Unfortunately there is even a risk at the field level of the "Field ID
changing". (Much harder to do , but there have been tools to achieve that
kind of task before.) So unless the "AR_OPROP_GUID" value is down to each
field ( I do not think it exists at that level so how much of this can be
done my be limited or have some consequences due to the level at which the
GUID exist.) then you would likely still have issues.


Now if the ARInside tool would actually set any missing "AR_OPROP_GUID"
values for every object then you would have a good shot at this. (Though I
think it could also be changed if you tried hard enough.) But the cost of
updating every object the first time the tool is run against a production
server would likely be less than ideal for most users/companies.

--
Carey Matthew Black
BMC Remedy AR System Skilled Professional (RSP) ARS = Action Request
System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On Fri, Oct 9, 2009 at 10:35 AM, LJ Longwing  wrote:
> Hey Misi,
> Before I got into the code, I wondered the exact same thing, 
> unfortunately the ability to do that is limited with the current 
> design.  As ARInside grabs objects from the server (in the order it 
> grabs them, which can be different each time), it assigns an 'internal 
> id' to the object, and that internal id is what it uses to process 
> objects.  To do a 'difference' run you would need to keep a db of some 
> sort around of what your object id's were for your last run, and then 
> assign them back to the same id's on the next run.  It's definitely 
> possible, but is a rewrite of a significant part of the code I 
> thinkthat's not to say it won't be done, just that it won't be 
> 'now'...:)if you want, please feel free to log it as an 
> enhancement request though :)
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky
> Sent: Friday, October 09, 2009 1:15 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: ARInside 3.0 Beta
>
> Hi,
>
> In theory, it should be possible to leverege the modify-time of the 
> server objects to do an incremental update of the previous run.
>
> All ARGetList*()-functions has a last-modify-date parameter, to allow 
> retrieval of changed objects.
>
> You will also need to remove any objects that has been deleted.
>
> This would be a really good improvement on performance.
>
> I have not looked at the code (yet...) though.
>
>        Best Regards - Misi, RRR AB, http://www.rrr.se
>
> Products from RRR Scandinavia:
> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
> * RRR|Translator - Manage and automate your language translations.
> Find these products, and many free tools and utilities, at http://rrr.se.
>
>> We ran it against a 7.1 and 7.5 server with Help Desk, SLA 6 and a 
>> ton of custom apps with no issue.  I didn't notice any change in
performance.
>> The
>> batch file we use to kick it off logs the start and stop time.  It 
>> still averaged about 4.75 hours for both servers.
>>
>> It is much cleaner now with the default of not being verbose and the 
>> web service stuff looks great!
>>
>> Thanks for keeping this alive.
>>
>> Jason


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

[Shellman, David]

Dave,

I'm sorry but the answer to more complicated macros is not an acceptable 
answer.  I would hope that by the time the desktop client does reach end of 
life, there is a better answer than this.

Dave


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Friday, October 09, 2009 2:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

**
The majority of the time, macros are used to run reports - and that 
functionality is currently duplicated on the web client through the 
introduction of Quick Reports in AR System 7.5.00:

"Quick reports in a browser
With the My Reports toolbar button, you can save reports from searches you 
perform on a form. Each report is saved per server, per form, and per user.

For more information, see the "Using the My Reports toolbar button" section in 
the BMC Remedy Mid Tier Guide. "

 For more complicated macros, many customers are using the available 
Mouse/Keyboard recorders available in the market at no or low cost.


-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 Howard Richter
Sent: Friday, October 09, 2009 10:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

**
I have one question, what about macros?

Howard
On Fri, Oct 9, 2009 at 10:36 AM, strauss 
mailto:stra...@unt.edu>> wrote:
**
I beg to differ. RemedyWeb was the ONLY solution our Macintosh users had that 
actually worked for several years!  After Remedy discontinued the native Mac 
client (version 3.2) and we moved to 4.x in 1999, there was basically NO viable 
Mac support until 7.1.00.002 in 2008 (when Safari actually started working 
properly) _except_ for RemedyWeb 4.x.  It had issues, being an unsigned java 
application, but at least Mac users could get their work done.  We really 
missed it after we moved to 5.1.2 in 2003, and we actually tried to get it 
working against the 5.1.2 server but too many new 5.x features did not work 
properly.  We got almost 4 good years out of it, before going 5 long years 
without any decent client for Macs.  When your director's workstation is a Mac, 
you get hear about how badly mid-tier 5.1.2 works from a Mac just about every 
day. RemedyWeb gave me four years of peace (and I used it myself for working 
tickets, since my Windows machine was usually logged in to the Admin Tool).  
Much as I detest java, a very well done java client that actually worked on 
multiple platforms (a much promised but seldom delivered capability for java), 
or ran server-side like RKM, might be a good replacement for the Windows User 
Tool.  My *nixers sure would like that, although they have been well pleased 
with mid-tier 7.1.

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 Guillaume 
Rheault
Sent: Friday, October 09, 2009 8:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

**

I hope it would not end up being the next version of the RemedyWeb. That was a 
fiasco!

Guillaume

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of patrick zandi
Sent: Thu 10/08/09 10:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

I would love to see it..

I hope something else fills the void prior.. Really I do ..

I think it is possible..  but I think it will end up being the same thing
java based...
We'll see !!

This will be fun !

On Thu, Oct 8, 2009 at 9:31 PM, Doug Blair 
mailto:d...@blairing.com>> wrote:

> ** Patrick, Lisa et al,
> Actually the more I think about this the decision may be the best of many
> possible worlds.
>
> First, by the time the WUT disappears from the scene the range of supported
> browsers will be much larger, and faster, and more flexible. Already CHROME
> and other browsers offer tear-off tabs which would function just the same
> way multiple windows, or multiple instances, in the current WUT do today.
>  Time-out, cacheing and licensing issues are just configuration items that
> can be resolved in the 8 release or shortly thereafter.  In short, I think
> the user experience will be very similar.
>
> Second, just because BMC will tak

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

[Howard Richter]

David,

In my world a number of my customer use it to monitor issue, such as for
different teams or employees.

I think the loss of that function will be felt.

Howard

On Fri, Oct 9, 2009 at 2:04 PM, Easter, David  wrote:

> **
>
> The majority of the time, macros are used to run reports – and that
> functionality is currently duplicated on the web client through the
> introduction of Quick Reports in AR System 7.5.00:
>
>
>
> “*Quick reports in a browser***
>
> With the My Reports toolbar button, you can save reports from searches you
> perform on a form. Each report is saved per server, per form, and per user.
>
>
>
> For more information, see the “Using the My Reports toolbar button” section
> in the *BMC Remedy Mid Tier Guide*. “
>
>
>
>  For more complicated macros, many customers are using the available
> Mouse/Keyboard recorders available in the market at no or low cost.
>
>
>
>
>
> -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 *Howard Richter
> *Sent:* Friday, October 09, 2009 10:11 AM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: End of Life for BMC(R) Remedy(R) User (Windows-based
> client)
>
>
>
> **
>
> I have one question, what about macros?
>
>
>
> Howard
>
> On Fri, Oct 9, 2009 at 10:36 AM, strauss  wrote:
>
> **
>
> I beg to differ. RemedyWeb was the ONLY solution our Macintosh users had
> that actually worked for several years!  After Remedy discontinued the
> native Mac client (version 3.2) and we moved to 4.x in 1999, there was
> basically NO viable Mac support until 7.1.00.002 in 2008 (when Safari
> actually started working properly) _*except*_ for RemedyWeb 4.x.  It had
> issues, being an unsigned java application, but at least Mac users could get
> their work done.  We really missed it after we moved to 5.1.2 in 2003, and
> we actually tried to get it working against the 5.1.2 server but too many
> new 5.x features did not work properly.  We got almost 4 good years out of
> it, before going 5 long years without any decent client for Macs.  When your
> director’s workstation is a Mac, you get hear about how badly mid-tier 5.1.2
> works from a Mac just about every day. RemedyWeb gave me four years of peace
> (and I used it myself for working tickets, since my Windows machine was
> usually logged in to the Admin Tool).  Much as I detest java, a very well
> done java client that actually worked on multiple platforms (a much promised
> but seldom delivered capability for java), or ran server-side like RKM,
> might be a good replacement for the Windows User Tool.  My *nixers sure
> would like that, although they have been well pleased with mid-tier 7.1.
>
>
>
> 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 *Guillaume Rheault
> *Sent:* Friday, October 09, 2009 8:29 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: End of Life for BMC(R) Remedy(R) User (Windows-based
> client)
>
>
>
> **
>
>  I hope it would not end up being the next version of the RemedyWeb. That
> was a fiasco!
>
> Guillaume
>
> -Original Message-
> From: Action Request System discussion list(ARSList) on behalf of patrick
> zandi
> Sent: Thu 10/08/09 10:49 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)
>
> I would love to see it..
>
> I hope something else fills the void prior.. Really I do ..
>
> I think it is possible..  but I think it will end up being the same thing
> java based...
> We'll see !!
>
> This will be fun !
>
> On Thu, Oct 8, 2009 at 9:31 PM, Doug Blair  wrote:
>
> > ** Patrick, Lisa et al,
> > Actually the more I think about this the decision may be the best of many
> > possible worlds.
> >
> > First, by the time the WUT disappears from the scene the range of
> supported
> > browsers will be much larger, and faster, and more flexible. Already
> CHROME
> > and other browsers offer tear-off tabs which would function just the same
> > way multiple windows, or multiple instances, in the current WUT do today.
> >  Time-out, cacheing and licensing issues are just configuration items
> that
> > can be resolved in the 8 release or shortly thereafter.  In short, I
> think
> > the user experience will be very similar.
> >
> > Second, just because BMC will take the WUT off the market (though they
> > might decide to keep the legacy app alive for years as long as customers
> > insist on usi

Re: ARInside 3.0 Beta

[Juan Ingles]

LJ,
What are the supported environments?

I can't get it to run on my server -- Windows 2003 R2 SP2 x64. I tried both
the _68 and _69 build.

I get:
This application has failed to start because the application configuration
is incorrect. Reinstalling the application may fix the problem.


Also, I saw that you could do a "blacklist," but I could not see a way to do
a "whitelist."
I would love to run it on just one packing list. Did I miss something?


Thanks to all involved for taking up the torch and reviving this project!

Juan Ingles
On Mon, Oct 5, 2009 at 6:04 PM, LJ Longwing  wrote:

> ** I'm pleased to announce the start of the 3.0 Beta for ARInside.  Please
> head out to http://www.arinside.org/downloads to get the latest copy.
>
> Below you will find a list of the enhancements and bug fixes done thus
> far.  We are working on getting this to be cross platform capable at some
> point as well.  Please log onto http://www.arinside.org/newticket to log
> any issues with the beta so we can get them fixed before we finalize
> anything.
>
> Enhancements
> Added support to parse 'Special Runprocess Commands' for form and field
> information
> Modified output of application to be brief, moved most output to the -v
> command line parameter
> Modified Selection Label display to properly display enumerated values
> Added granularity to containers inside containers, it now tells you what
> type of container it is (AL Guide, Packing List, etc)
> Field references in Indexes now link to the index page for the form
> Added full support for Date and TimeOfDay fields
> Optimized speed of the get server info from the server
> Added 'Status History' references where appropriate
> Added 'Error Handler' references
> Added Escalation Pool to the information displayed about an Escalation
> Added a new 'RunNotes' section to settings.ini to allow for run
> documentation
> Enhanced performance of setfield actions
> Added 'Hover' and 'Template' support
> Added 'Tooltip' message support
> Added 'Service' execute on support for Filters
> Added additional 7.1 and 7.5 AL Execute on conditions
> Upgraded API from 7.0.1 to 7.5
> Added support for form settings of 'Entry Point', 'Archive', and 'Audit'
> Added enhanced options added with 7.1 release
>
> Defect Fixes
> when an Exclude list was specified, the exclude list itself was processed
> wasting time
> If Field ID was > 10 characters the app crashed
> Selection Fields with custom numbering weren't referencing in workflow
> references properly
> Menus specified in exclude list were still processed
> Visibility of fields in 'Change Field' actions wasn't processed properly
> 'Wait' and 'Goto' AL Actions weren't properly documented
> Default value of Integer was showing (null) when it should have been 0
> Not all Server Info and field properties were being displayed properly
> 'Run Time' was not being calculated properly
> Corrected () placement in setfield if statements
> SQL Menu Labels were not displaying properly
> SQL Set Field actions from another server were displaying current server
> _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)

[Easter, David]

The majority of the time, macros are used to run reports - and that 
functionality is currently duplicated on the web client through the 
introduction of Quick Reports in AR System 7.5.00:

"Quick reports in a browser
With the My Reports toolbar button, you can save reports from searches you 
perform on a form. Each report is saved per server, per form, and per user.

For more information, see the "Using the My Reports toolbar button" section in 
the BMC Remedy Mid Tier Guide. "

 For more complicated macros, many customers are using the available 
Mouse/Keyboard recorders available in the market at no or low cost.


-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 Howard Richter
Sent: Friday, October 09, 2009 10:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

**
I have one question, what about macros?

Howard
On Fri, Oct 9, 2009 at 10:36 AM, strauss 
mailto:stra...@unt.edu>> wrote:
**
I beg to differ. RemedyWeb was the ONLY solution our Macintosh users had that 
actually worked for several years!  After Remedy discontinued the native Mac 
client (version 3.2) and we moved to 4.x in 1999, there was basically NO viable 
Mac support until 7.1.00.002 in 2008 (when Safari actually started working 
properly) _except_ for RemedyWeb 4.x.  It had issues, being an unsigned java 
application, but at least Mac users could get their work done.  We really 
missed it after we moved to 5.1.2 in 2003, and we actually tried to get it 
working against the 5.1.2 server but too many new 5.x features did not work 
properly.  We got almost 4 good years out of it, before going 5 long years 
without any decent client for Macs.  When your director's workstation is a Mac, 
you get hear about how badly mid-tier 5.1.2 works from a Mac just about every 
day. RemedyWeb gave me four years of peace (and I used it myself for working 
tickets, since my Windows machine was usually logged in to the Admin Tool).  
Much as I detest java, a very well done java client that actually worked on 
multiple platforms (a much promised but seldom delivered capability for java), 
or ran server-side like RKM, might be a good replacement for the Windows User 
Tool.  My *nixers sure would like that, although they have been well pleased 
with mid-tier 7.1.

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 Guillaume 
Rheault
Sent: Friday, October 09, 2009 8:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

**

I hope it would not end up being the next version of the RemedyWeb. That was a 
fiasco!

Guillaume

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of patrick zandi
Sent: Thu 10/08/09 10:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

I would love to see it..

I hope something else fills the void prior.. Really I do ..

I think it is possible..  but I think it will end up being the same thing
java based...
We'll see !!

This will be fun !

On Thu, Oct 8, 2009 at 9:31 PM, Doug Blair 
mailto:d...@blairing.com>> wrote:

> ** Patrick, Lisa et al,
> Actually the more I think about this the decision may be the best of many
> possible worlds.
>
> First, by the time the WUT disappears from the scene the range of supported
> browsers will be much larger, and faster, and more flexible. Already CHROME
> and other browsers offer tear-off tabs which would function just the same
> way multiple windows, or multiple instances, in the current WUT do today.
>  Time-out, cacheing and licensing issues are just configuration items that
> can be resolved in the 8 release or shortly thereafter.  In short, I think
> the user experience will be very similar.
>
> Second, just because BMC will take the WUT off the market (though they
> might decide to keep the legacy app alive for years as long as customers
> insist on using it) there doesn't seem to be anything that would stop an
> interested group of developers from creating a work-alike app that speaks to
> the published API.  There might be a market for it by the time they get it
> done. And goodness knows that BMC/Remedy historically has a much better
> attitude about allowing connections to their system from both in-house 

Re: Support Groups in one ITSM Module

[Chowdhury, Tauf]

Christie,

We're experiencing a similar issue and off the top of my head, I've been
thinking about modifying the search menus that are used in those modules
to exclude the support group that I don't want or vice versa. I haven't
tested it yet though and it would be interesting to see what others have
done. 

 

Tauf Chowdhury 

Analyst, Service Management

Office: 631.858.7765

Mobile:646.483.2779

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Pargeter, Christie :CO IS
Sent: Friday, October 09, 2009 12:43 PM
To: arslist@ARSLIST.ORG
Subject: Support Groups in one ITSM Module

 

** 

Hi All - We have some support teams that share their incident queues but
not their change queues.  Is it possible to have a support team only in
Change & Problem but not in Incident?

 

We have setup our assignment mappings to the correct shared queue but
people are manually assigning to the non-shared queues (the shared
queues are on call queues too that will send a page to someone when a
ticket is assigned there).

 

We also have one team that wants to assign all their incidents to a
location based queue but all their Problems & Changes to a single queue.

 

ARS 7.1 p 6

ITSM 7.0.3 p 9

Window 2003

MS SQ 2005

IIS/Tomcat

RKM 7.2 p 2

MidTier 7.1 p 6

 



Christie Pargeter 
Legacy Health 

IS - Programming

SR Technical Analyst

cparge...@lhs.org 

  1120 Building 

tel: 503-415-5149

 

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

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for delivering this e-mail to the intended recipient, you are hereby notified 
that any dissemination, distribution, copying or action taken in relation to 
the contents of and attachments to this e-mail is strictly prohibited and may 
be unlawful. If you have received this e-mail in error, please notify the 
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Re: Support Groups in one ITSM Module

[Pargeter, Christie :CO IS]

I did setup the assignment mapping records the way we want.  But our
people like to manually assign and are picking the non-shared queues and
putting in critical tickets that the teams are not seeing since only the
shared queue is the one that pages.



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Friday, October 09, 2009 10:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: Support Groups in one ITSM Module


** 

The only way I know to restrict queues to certain groups is with
multi-tenancy, and if you haven't already implemented it you probably
cannot change it now - it's a sea change for the entire application.  If
your non-shared queue only exists in one company, no support staff homed
in other companies will be able to see it to manually select it unless
they are explicitly given access to that company.  We put all of the
shared queues (ALL support staff can see them) in a separate Ticket
Transfer company, to which all support staff are given access.  The
support group queues in the separate operational companies are ONLY
visible to the internal company members.  If we need to have two groups
homed in different companies collaborating on a process in a shared
queue, we will make a third company with one support org and one support
group.  The members of the two groups that need to collaborate must be
given access to this third company, and be given permissions and roles
in that company in order to use the new queue.  Note that you have to
create at least one new user account homed in the new operational
company - it can be a dummy account -the workflow for creating the
operational company enforces this.

 

Even with multi-tenancy, I have not seen where you can differentiate
between which application you are using in a given support group queue.
If you have application permissions to Incident Management, and access
to the operational company that contains the support group queue in
question, you will be able to see it and assign Incidents to it
manually, even though you only wanted it to be used for Change Requests.

 

When you set up assignment rules, you should be able to build separate
ones for Incident, Problem, and Change based on the selected
applications in the Available Systems section of the assignment
configuration record.

 

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 Pargeter, Christie :CO IS
Sent: Friday, October 09, 2009 11:43 AM
To: arslist@ARSLIST.ORG
Subject: Support Groups in one ITSM Module

 

** 

Hi All - We have some support teams that share their incident queues but
not their change queues.  Is it possible to have a support team only in
Change & Problem but not in Incident?

 

We have setup our assignment mappings to the correct shared queue but
people are manually assigning to the non-shared queues (the shared
queues are on call queues too that will send a page to someone when a
ticket is assigned there).

 

We also have one team that wants to assign all their incidents to a
location based queue but all their Problems & Changes to a single queue.

 

ARS 7.1 p 6

ITSM 7.0.3 p 9

Window 2003

MS SQ 2005

IIS/Tomcat

RKM 7.2 p 2

MidTier 7.1 p 6

 



Christie Pargeter 
Legacy Health 

IS - Programming

SR Technical Analyst

cparge...@lhs.org 

  1120 Building 

tel: 503-415-5149

 

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

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Re: ITSM 7.5 Install Order

[Sokol, Brian]

Thanks Joe.
 
Brian



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza
Sent: Thursday, October 08, 2009 4:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.5 Install Order


** 
Atrium first, ITSM apps that include IM, PM, AM, and CM second, SLM
third.
 
I would patch it to the latest available patches since its a new install
as they do fix quite a few things. The Atrium console may not work even
after patching it to the latest available and you will need a hotfix
from BMC support for that. The DV field fails to load and shows a busy
cursor for as long as you keep it open without loading its content.
 
Joe



From: "Sokol, Brian" 
To: arslist@ARSLIST.ORG
Sent: Thu, October 8, 2009 2:47:06 PM
Subject: ITSM 7.5 Install Order

** 

Hi we finally need to take the plunge from HD6 to ITSM 7.5. I wish to
install Atrium CMDB, Incident Mngt, Prob Mngt, Asset Mngt and SLM on a
test box to begin preparing for this early next year. I have a test
server running ARS 7.5. My question is what is the proper install order
of these apps? I believe I read on here at one time that Atrium should
always be installed first? I know IM, PM and AM can all be installed
together from a single installer. Would they be second? What about SLM?
Is that a separate installer or part of the ITSM suite? Also are there
any patch levels that I should be at? My Ar System is at patch 3. This
is all on a Windows Server 2003 and Sql 2005. It is only for testing and
will have a handful of people accessing it.



Thanks, 
Brian Sokol
Manager, Desktop Services
Scholastic Inc.
557 Broadway
NY, NY 10012
(212) 343-6494
http://www.Scholastic.com  


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Re: ARInside 3.0 Beta

[Jason Miller]

It would be more like pressure wash my C++ skills, I took one class years
ago.  But what a great way to get back into it?

I think there are benefits to both having a db engine and the static files.
Ultimately being able to do both would be great.  You could still give
customers documentation with the file method but having a full application
would make it a more powerful tool for full time employees who maintain the
same system over time and keep updating the documentation.

A single file with bookmarks doesn't sounds like a bad idea.  That keeps it
portable and should help with the disk cost.

Here I have created batch files to run ARInside into a staging directory and
then another batch to delete the files in the published directory and move
the new files over.  It takes about 5 minutes to delete all of the files
before the move can take place (which is almost instant).  We are using the
command below to delete the old files on Win 2003.  Is there a quicker way
to drop a large number of files?
rmdir /S /Q %websitepath%\ARInside\ARInside_Published\%1

Also I zip up the old files occasionally to keep historical references.  The
html compresses nicely but it takes a while to go through all of the
files.  these are not critical things, we can just run it in the early
morning hours but it would be nice...

Jason
On Fri, Oct 9, 2009 at 9:37 AM, LJ Longwing  wrote:

> ** Well Jason, many hands make light work :)so I encourage you to dust
> off your C++ skills and join us on a worthy journeythe DB I was
> referring to was more of a flat file kinda thing that wouldn't need an
> enginebut hmmm...what about it having an option of being a Remedy app
> that stored its stuff in forms?who knows if that would workone of
> the things I always loved about ARInside when I was a simple user was the
> ability to 'deliver' documentation to a client for a product I
> developedI gave them a CD that contained all of the design docs,
> etc...with a folder for the documentation...it was awesome...I dunno...would
> it be better to have less files, but the same information?...like maybe all
> field information for a form was in a single file with bookmarks instead of
> each field having its own file...
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Jason Miller
> *Sent:* Friday, October 09, 2009 10:14 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: ARInside 3.0 Beta
>
> **
>  On the subject of keeping a db...   What is the feasibility of storing
> the data in a db vs. +100k html files at over 1gb of disk space (and this
> isn't even ITSM 7)?  I would think if the object id's are maintain in a db
> then the data could be normalized and alleviate all of the data that is now
> being duplicated to link all of the html files every which way.  This could
> also add searching capabilities.
>
> The down side I see is now this is another db/web app that administrators
> need to maintain instead of a ton of "dumb" html files you place on a web
> server.  However...   With a full blown app maybe you could do such things
> as keep previous version and restore/migrate straight to a server?
>
> Now that I have thrown all of that out there I guess I should pick up C++
> again so I can help out.
>
> Jason
>
> On Fri, Oct 9, 2009 at 7:35 AM, LJ Longwing  wrote:
>
>> Hey Misi,
>> Before I got into the code, I wondered the exact same thing, unfortunately
>> the ability to do that is limited with the current design.  As ARInside
>> grabs objects from the server (in the order it grabs them, which can be
>> different each time), it assigns an 'internal id' to the object, and that
>> internal id is what it uses to process objects.  To do a 'difference' run
>> you would need to keep a db of some sort around of what your object id's
>> were for your last run, and then assign them back to the same id's on the
>> next run.  It's definitely possible, but is a rewrite of a significant
>> part
>> of the code I thinkthat's not to say it won't be done, just that it
>> won't be 'now'...:)if you want, please feel free to log it as an
>> enhancement request though :)
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList)
>> [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky
>>  Sent: Friday, October 09, 2009 1:15 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: ARInside 3.0 Beta
>>
>> Hi,
>>
>> In theory, it should be possible to leverege the modify-time of the server
>> objects to do an incremental update of the previous run.
>>
>> All ARGetList*()-functions has a last-modify-date parameter, to allow
>> retrieval of changed objects.
>>
>> You will also need to remove any objects that has been deleted.
>>
>> This would be a really good improvement on performance.
>>
>> I have not looked at the code (yet...) though.
>>
>>Best Regards - Misi, RRR AB, http://www.rrr.se
>>
>> Products from RRR Scandin

Re: Support Groups in one ITSM Module

[strauss]

The only way I know to restrict queues to certain groups is with multi-tenancy, 
and if you haven't already implemented it you probably cannot change it now - 
it's a sea change for the entire application.  If your non-shared queue only 
exists in one company, no support staff homed in other companies will be able 
to see it to manually select it unless they are explicitly given access to that 
company.  We put all of the shared queues (ALL support staff can see them) in a 
separate Ticket Transfer company, to which all support staff are given access.  
The support group queues in the separate operational companies are ONLY visible 
to the internal company members.  If we need to have two groups homed in 
different companies collaborating on a process in a shared queue, we will make 
a third company with one support org and one support group.  The members of the 
two groups that need to collaborate must be given access to this third company, 
and be given permissions and roles in that company in order to use the new 
queue.  Note that you have to create at least one new user account homed in the 
new operational company - it can be a dummy account -the workflow for creating 
the operational company enforces this.

Even with multi-tenancy, I have not seen where you can differentiate between 
which application you are using in a given support group queue.  If you have 
application permissions to Incident Management, and access to the operational 
company that contains the support group queue in question, you will be able to 
see it and assign Incidents to it manually, even though you only wanted it to 
be used for Change Requests.

When you set up assignment rules, you should be able to build separate ones for 
Incident, Problem, and Change based on the selected applications in the 
Available Systems section of the assignment configuration record.

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 Pargeter, Christie :CO IS
Sent: Friday, October 09, 2009 11:43 AM
To: arslist@ARSLIST.ORG
Subject: Support Groups in one ITSM Module

**
Hi All - We have some support teams that share their incident queues but not 
their change queues.  Is it possible to have a support team only in Change & 
Problem but not in Incident?

We have setup our assignment mappings to the correct shared queue but people 
are manually assigning to the non-shared queues (the shared queues are on call 
queues too that will send a page to someone when a ticket is assigned there).

We also have one team that wants to assign all their incidents to a location 
based queue but all their Problems & Changes to a single queue.

ARS 7.1 p 6
ITSM 7.0.3 p 9
Window 2003
MS SQ 2005
IIS/Tomcat
RKM 7.2 p 2
MidTier 7.1 p 6


Christie Pargeter
Legacy Health
IS - Programming
SR Technical Analyst
cparge...@lhs.org 
  1120 Building

tel: 503-415-5149


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

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Re: ARInside 3.0 Beta

[Carey Matthew Black]

LJ,

Which actually brings to the surface the question of: "What happens
when an object name changes?". My guess is that the object would look
like a "new object" and there really would be no good way to tie it
back to the previously used "internal id".

Now if you were to use the "AR_OPROP_GUID" value (and have it set in
all of your objects) then you would have a shot at some of these
approaches. Or you could add your own tag too...

Ref: C-APIGuide-630.pdf  pg 75
"
Note: Object property tags with a value of AR_OPROP_LAST_RESERVED or
below are reserved. The API programmer might define any tag with a
value above AR_OPROP_LAST_RESERVED.
"

Unfortunately there is even a risk at the field level of the "Field ID
changing". (Much harder to do , but there have been tools to achieve
that kind of task before.) So unless the "AR_OPROP_GUID" value is down
to each field ( I do not think it exists at that level so how much of
this can be done my be limited or have some consequences due to the
level at which the GUID exist.) then you would likely still have
issues.


Now if the ARInside tool would actually set any missing
"AR_OPROP_GUID" values for every object then you would have a good
shot at this. (Though I think it could also be changed if you tried
hard enough.) But the cost of updating every object the first time the
tool is run against a production server would likely be less than
ideal for most users/companies.

-- 
Carey Matthew Black
BMC Remedy AR System Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On Fri, Oct 9, 2009 at 10:35 AM, LJ Longwing  wrote:
> Hey Misi,
> Before I got into the code, I wondered the exact same thing, unfortunately
> the ability to do that is limited with the current design.  As ARInside
> grabs objects from the server (in the order it grabs them, which can be
> different each time), it assigns an 'internal id' to the object, and that
> internal id is what it uses to process objects.  To do a 'difference' run
> you would need to keep a db of some sort around of what your object id's
> were for your last run, and then assign them back to the same id's on the
> next run.  It's definitely possible, but is a rewrite of a significant part
> of the code I thinkthat's not to say it won't be done, just that it
> won't be 'now'...:)if you want, please feel free to log it as an
> enhancement request though :)
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky
> Sent: Friday, October 09, 2009 1:15 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: ARInside 3.0 Beta
>
> Hi,
>
> In theory, it should be possible to leverege the modify-time of the server
> objects to do an incremental update of the previous run.
>
> All ARGetList*()-functions has a last-modify-date parameter, to allow
> retrieval of changed objects.
>
> You will also need to remove any objects that has been deleted.
>
> This would be a really good improvement on performance.
>
> I have not looked at the code (yet...) though.
>
>        Best Regards - Misi, RRR AB, http://www.rrr.se
>
> Products from RRR Scandinavia:
> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
> * RRR|Translator - Manage and automate your language translations.
> Find these products, and many free tools and utilities, at http://rrr.se.
>
>> We ran it against a 7.1 and 7.5 server with Help Desk, SLA 6 and a ton
>> of custom apps with no issue.  I didn't notice any change in performance.
>> The
>> batch file we use to kick it off logs the start and stop time.  It
>> still averaged about 4.75 hours for both servers.
>>
>> It is much cleaner now with the default of not being verbose and the
>> web service stuff looks great!
>>
>> Thanks for keeping this alive.
>>
>> Jason

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

[Howard Richter]

I have one question, what about macros?

Howard

On Fri, Oct 9, 2009 at 10:36 AM, strauss  wrote:

> **
>
> I beg to differ. RemedyWeb was the ONLY solution our Macintosh users had
> that actually worked for several years!  After Remedy discontinued the
> native Mac client (version 3.2) and we moved to 4.x in 1999, there was
> basically NO viable Mac support until 7.1.00.002 in 2008 (when Safari
> actually started working properly) _*except*_ for RemedyWeb 4.x.  It had
> issues, being an unsigned java application, but at least Mac users could get
> their work done.  We really missed it after we moved to 5.1.2 in 2003, and
> we actually tried to get it working against the 5.1.2 server but too many
> new 5.x features did not work properly.  We got almost 4 good years out of
> it, before going 5 long years without any decent client for Macs.  When your
> director’s workstation is a Mac, you get hear about how badly mid-tier 5.1.2
> works from a Mac just about every day. RemedyWeb gave me four years of peace
> (and I used it myself for working tickets, since my Windows machine was
> usually logged in to the Admin Tool).  Much as I detest java, a very well
> done java client that actually worked on multiple platforms (a much promised
> but seldom delivered capability for java), or ran server-side like RKM,
> might be a good replacement for the Windows User Tool.  My *nixers sure
> would like that, although they have been well pleased with mid-tier 7.1.
>
>
>
> 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 *Guillaume Rheault
> *Sent:* Friday, October 09, 2009 8:29 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: End of Life for BMC(R) Remedy(R) User (Windows-based
> client)
>
>
>
> **
>
> I hope it would not end up being the next version of the RemedyWeb. That
> was a fiasco!
>
> Guillaume
>
> -Original Message-
> From: Action Request System discussion list(ARSList) on behalf of patrick
> zandi
> Sent: Thu 10/08/09 10:49 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)
>
> I would love to see it..
>
> I hope something else fills the void prior.. Really I do ..
>
> I think it is possible..  but I think it will end up being the same thing
> java based...
> We'll see !!
>
> This will be fun !
>
> On Thu, Oct 8, 2009 at 9:31 PM, Doug Blair  wrote:
>
> > ** Patrick, Lisa et al,
> > Actually the more I think about this the decision may be the best of many
> > possible worlds.
> >
> > First, by the time the WUT disappears from the scene the range of
> supported
> > browsers will be much larger, and faster, and more flexible. Already
> CHROME
> > and other browsers offer tear-off tabs which would function just the same
> > way multiple windows, or multiple instances, in the current WUT do today.
> >  Time-out, cacheing and licensing issues are just configuration items
> that
> > can be resolved in the 8 release or shortly thereafter.  In short, I
> think
> > the user experience will be very similar.
> >
> > Second, just because BMC will take the WUT off the market (though they
> > might decide to keep the legacy app alive for years as long as customers
> > insist on using it) there doesn't seem to be anything that would stop an
> > interested group of developers from creating a work-alike app that speaks
> to
> > the published API.  There might be a market for it by the time they get
> it
> > done. And goodness knows that BMC/Remedy historically has a much better
> > attitude about allowing connections to their system from both in-house
> and
> > vended products than other proprietary systems. Benefits of an API and
> all
> > that...
> >
> > In fact, with the right style sheet, I'll bet you could draw a frame
> around
> > a browser instance or embed it like a view field does, and most users
> > couldn't discern significant difference. Heck, that's the way that my
> bank
> > "app" works on iPhones isn't it?
> >
> > More familiar, generic interface -> more acceptance -> more users -> more
> > work for people like us :-). Not so bad .
> >
> >
> > Doug
> >
> >
> > On Oct 7, 2009, at 10:53 PM, patrick zandi wrote:
> >
> > **
> > Freedom is having the choice..
> > If they remove the UT, Remedy will be eventually will be swallowed up and
> > disappear by someone else.
> > People like choices,
> > I used to give my son choices,
> >  you can have a bubble bath, or a regular bath.
> > But ...  you are going to have a bath!
> >
> > If you dictate what the customer will like and have and not have it
> > will disappear.
> > Don't use your freedom and you will loose it..
> >
> > my .5 Cents
> >
> > On Mon, Oct 5, 2009 at 1:41 PM, Kemes, Lisa <
> > lisa.ke...@tycoelectronics.com> wrote:
> >
> >> Another question are Views.  Right now we have our users set what view
> >> they

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

[Guillaume Rheault]

I am not saying that I miss the AR Web client. That's just what was available 
ten years agoprobably nowadays your programmer would use web services. 
Mid-Tier 7.5 is way better than anything else that has existed, and there are 
improvements with each Mid-Tier version. The first version of Mid-tier, 5.0, 
was not exactly cutting edge, and it has come evolved quite a bit since that 
initial version

Also using Firefox instead of IE helps 

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of LJ Longwing
Sent: Fri 10/09/09 12:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)
 
we had a web programmer back in the day that wrote a custom front end for
ARWeb and basically used it as a web api to do what he needed...I like
MidTier better these days

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Friday, October 09, 2009 10:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)


** 

I think your environment was particular...because you had Macs. I mean back
then in the ARS 4.0 timeframe, there was three clients: AR Web, Remedy Web
and the User tool.  The users with PCs would prefer the User Tool instead of
the Remedy Web, and the AR Web was better for simpler tasks like submitting
tickets, and checking out ticket status. I never heard of a user, running a
PC, that preferred the RemedyWeb over the User tool...but if you are a Mac
user and don't have another choice, I guess it's all right.

Guillaume

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of strauss
Sent: Fri 10/09/09 10:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

I beg to differ. RemedyWeb was the ONLY solution our Macintosh users had
that actually worked for several years!  After Remedy discontinued the
native Mac client (version 3.2) and we moved to 4.x in 1999, there was
basically NO viable Mac support until 7.1.00.002 in 2008 (when Safari
actually started working properly) _except_ for RemedyWeb 4.x.  It had
issues, being an unsigned java application, but at least Mac users could get
their work done.  We really missed it after we moved to 5.1.2 in 2003, and
we actually tried to get it working against the 5.1.2 server but too many
new 5.x features did not work properly.  We got almost 4 good years out of
it, before going 5 long years without any decent client for Macs.  When your
director's workstation is a Mac, you get hear about how badly mid-tier 5.1.2
works from a Mac just about every day. RemedyWeb gave me four years of peace
(and I used it myself for working tickets, since my Windows machine was
usually logged in to the Admin Tool).  Much as I detest java, a very well
done java client that actually worked on multiple platforms (a much promised
but seldom delivered capability for java), or ran server-side like RKM,
might be a good replacement for the Windows User Tool.  My *nixers sure
would like that, although they have been well pleased with mid-tier 7.1.

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 Guillaume Rheault
Sent: Friday, October 09, 2009 8:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

**

I hope it would not end up being the next version of the RemedyWeb. That was
a fiasco!

Guillaume

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of patrick
zandi
Sent: Thu 10/08/09 10:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

I would love to see it..

I hope something else fills the void prior.. Really I do ..

I think it is possible..  but I think it will end up being the same thing
java based...
We'll see !!

This will be fun !

On Thu, Oct 8, 2009 at 9:31 PM, Doug Blair  wrote:

> ** Patrick, Lisa et al,
> Actually the more I think about this the decision may be the best of many
> possible worlds.
>
> First, by the time the WUT disappears from the scene the range of
supported
> browsers will be much larger, and faster, and more flexible. Already
CHROME
> and other browsers offer tear-off tabs which would function just the same
> way multiple windows, or multiple instances, in the current WUT do today.
>  Time-out, cacheing and licensing issues are just configuration items that
> can be resolved in the 8 release or shortly thereafter.  In short, I think
> the user experience will be very similar.
>
> Second, just because BMC will take the WUT off the market (though they
> might decide to keep the legacy app alive for years as long as customers
> insist on using it) there 

Support Groups in one ITSM Module

[Pargeter, Christie :CO IS]

Hi All - We have some support teams that share their incident queues but
not their change queues.  Is it possible to have a support team only in
Change & Problem but not in Incident?
 
We have setup our assignment mappings to the correct shared queue but
people are manually assigning to the non-shared queues (the shared
queues are on call queues too that will send a page to someone when a
ticket is assigned there).
 
We also have one team that wants to assign all their incidents to a
location based queue but all their Problems & Changes to a single queue.
 
ARS 7.1 p 6
ITSM 7.0.3 p 9
Window 2003
MS SQ 2005
IIS/Tomcat
RKM 7.2 p 2
MidTier 7.1 p 6
 


Christie Pargeter 
Legacy Health 
IS - Programming
SR Technical Analyst
cparge...@lhs.org 
  1120 Building 
tel: 503-415-5149   
 

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

[LJ Longwing]

we had a web programmer back in the day that wrote a custom front end for
ARWeb and basically used it as a web api to do what he needed...I like
MidTier better these days

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Friday, October 09, 2009 10:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)


** 

I think your environment was particular...because you had Macs. I mean back
then in the ARS 4.0 timeframe, there was three clients: AR Web, Remedy Web
and the User tool.  The users with PCs would prefer the User Tool instead of
the Remedy Web, and the AR Web was better for simpler tasks like submitting
tickets, and checking out ticket status. I never heard of a user, running a
PC, that preferred the RemedyWeb over the User tool...but if you are a Mac
user and don't have another choice, I guess it's all right.

Guillaume

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of strauss
Sent: Fri 10/09/09 10:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

I beg to differ. RemedyWeb was the ONLY solution our Macintosh users had
that actually worked for several years!  After Remedy discontinued the
native Mac client (version 3.2) and we moved to 4.x in 1999, there was
basically NO viable Mac support until 7.1.00.002 in 2008 (when Safari
actually started working properly) _except_ for RemedyWeb 4.x.  It had
issues, being an unsigned java application, but at least Mac users could get
their work done.  We really missed it after we moved to 5.1.2 in 2003, and
we actually tried to get it working against the 5.1.2 server but too many
new 5.x features did not work properly.  We got almost 4 good years out of
it, before going 5 long years without any decent client for Macs.  When your
director's workstation is a Mac, you get hear about how badly mid-tier 5.1.2
works from a Mac just about every day. RemedyWeb gave me four years of peace
(and I used it myself for working tickets, since my Windows machine was
usually logged in to the Admin Tool).  Much as I detest java, a very well
done java client that actually worked on multiple platforms (a much promised
but seldom delivered capability for java), or ran server-side like RKM,
might be a good replacement for the Windows User Tool.  My *nixers sure
would like that, although they have been well pleased with mid-tier 7.1.

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 Guillaume Rheault
Sent: Friday, October 09, 2009 8:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

**

I hope it would not end up being the next version of the RemedyWeb. That was
a fiasco!

Guillaume

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of patrick
zandi
Sent: Thu 10/08/09 10:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

I would love to see it..

I hope something else fills the void prior.. Really I do ..

I think it is possible..  but I think it will end up being the same thing
java based...
We'll see !!

This will be fun !

On Thu, Oct 8, 2009 at 9:31 PM, Doug Blair  wrote:

> ** Patrick, Lisa et al,
> Actually the more I think about this the decision may be the best of many
> possible worlds.
>
> First, by the time the WUT disappears from the scene the range of
supported
> browsers will be much larger, and faster, and more flexible. Already
CHROME
> and other browsers offer tear-off tabs which would function just the same
> way multiple windows, or multiple instances, in the current WUT do today.
>  Time-out, cacheing and licensing issues are just configuration items that
> can be resolved in the 8 release or shortly thereafter.  In short, I think
> the user experience will be very similar.
>
> Second, just because BMC will take the WUT off the market (though they
> might decide to keep the legacy app alive for years as long as customers
> insist on using it) there doesn't seem to be anything that would stop an
> interested group of developers from creating a work-alike app that speaks
to
> the published API.  There might be a market for it by the time they get it
> done. And goodness knows that BMC/Remedy historically has a much better
> attitude about allowing connections to their system from both in-house and
> vended products than other proprietary systems. Benefits of an API and all
> that...
>
> In fact, with the right style sheet, I'll bet you could draw a frame
around
> a browser instance or embed it like a view field does, and most users
> couldn't discern significant difference. Heck, that's the way that my bank
> "app" works o

Re: ARInside 3.0 Beta

[LJ Longwing]

Well Jason, many hands make light work :)so I encourage you to dust off
your C++ skills and join us on a worthy journeythe DB I was referring to
was more of a flat file kinda thing that wouldn't need an enginebut
hmmm...what about it having an option of being a Remedy app that stored its
stuff in forms?who knows if that would workone of the things I
always loved about ARInside when I was a simple user was the ability to
'deliver' documentation to a client for a product I developedI gave them
a CD that contained all of the design docs, etc...with a folder for the
documentation...it was awesome...I dunno...would it be better to have less
files, but the same information?...like maybe all field information for a
form was in a single file with bookmarks instead of each field having its
own file...

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jason Miller
Sent: Friday, October 09, 2009 10:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARInside 3.0 Beta


** 
On the subject of keeping a db...   What is the feasibility of storing the
data in a db vs. +100k html files at over 1gb of disk space (and this isn't
even ITSM 7)?  I would think if the object id's are maintain in a db then
the data could be normalized and alleviate all of the data that is now being
duplicated to link all of the html files every which way.  This could also
add searching capabilities.
 
The down side I see is now this is another db/web app that administrators
need to maintain instead of a ton of "dumb" html files you place on a web
server.  However...   With a full blown app maybe you could do such things
as keep previous version and restore/migrate straight to a server?
 
Now that I have thrown all of that out there I guess I should pick up C++
again so I can help out.
 
Jason


On Fri, Oct 9, 2009 at 7:35 AM, LJ Longwing  wrote:


Hey Misi,
Before I got into the code, I wondered the exact same thing, unfortunately
the ability to do that is limited with the current design.  As ARInside
grabs objects from the server (in the order it grabs them, which can be
different each time), it assigns an 'internal id' to the object, and that
internal id is what it uses to process objects.  To do a 'difference' run
you would need to keep a db of some sort around of what your object id's
were for your last run, and then assign them back to the same id's on the
next run.  It's definitely possible, but is a rewrite of a significant part
of the code I thinkthat's not to say it won't be done, just that it
won't be 'now'...:)if you want, please feel free to log it as an
enhancement request though :)


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky

Sent: Friday, October 09, 2009 1:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARInside 3.0 Beta

Hi,

In theory, it should be possible to leverege the modify-time of the server
objects to do an incremental update of the previous run.

All ARGetList*()-functions has a last-modify-date parameter, to allow
retrieval of changed objects.

You will also need to remove any objects that has been deleted.

This would be a really good improvement on performance.

I have not looked at the code (yet...) though.

   Best Regards - Misi, RRR AB, http://www.rrr.se  

Products from RRR Scandinavia:
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
* RRR|Translator - Manage and automate your language translations.
Find these products, and many free tools and utilities, at http://rrr.se
 .

> We ran it against a 7.1 and 7.5 server with Help Desk, SLA 6 and a ton
> of custom apps with no issue.  I didn't notice any change in performance.
> The
> batch file we use to kick it off logs the start and stop time.  It
> still averaged about 4.75 hours for both servers.
>
> It is much cleaner now with the default of not being verbose and the
> web service stuff looks great!
>
> Thanks for keeping this alive.
>
> Jason
>
> On Thu, Oct 8, 2009 at 1:04 PM, LJ Longwing  wrote:
>
>> Definitely good to hear.  We are apparently having issues with some
>> 7.5 ITSM that we are working on, but that's the only issue we have
>> encountered thus far.  We have also added web service setfield
>> input/output mapping information, so you can now see what fields are
>> mapped to what elements
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList)
>> [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky
>> Sent: Thursday, October 08, 2009 1:37 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: ARInside 3.0 Beta
>>
>>  Fantastic work!!!
>>
>> It ran like a charm.
>>
>>Best Regards - Misi, RRR AB, http://www.rrr.se
 
>>
>> Products from RRR Scandinavia:
>> * RRR|License - Not enough Remedy 

[Fwd: ARSmarts v2.1 : batch definition export, search in XRef, and much more......]

[support]

Hi there,

Forgot to mention that we will have a booth at the WWRUG in Las Vegas.  
Don't forget to come and visit us.


Kaïs

 Original Message 
Subject: 	ARSmarts v2.1 : batch definition export, search in XRef, and 
much more..

Date:   Wed, 07 Oct 2009 20:22:18 +0200
From:   support 
To: arslist@ARSLIST.ORG



Dear List,

We are pleased to announce the release of version 2.1 of ARSmarts.

The main new functionalities in ARSmarts v2.1 are:

_*Export definitions in batch*_: using the new "batch mode" of ARSmarts 
v2.1, you can create .def files from any number of ARS servers in one 
single operation.  You also have the possibility to use the "batch mode" 
from the command line.  Typically the kind of task that can be run at night.


_*Export Search, Compare and Browser results*_: run a Compare operation, 
or a Search, then export the resulting list to a .def file.


_*Save/reload ARSmarts Search parameters*_: save the parameters of the 
Searches that you often use, and run these Searches in one click.


_*Search Fields XRef*_: run a Search within the workflow objects 
XReferencing selected fields.  This functionality can be used to make an 
ARS application "Submitter Mode: Locked compatible",  to  find the 
workflow that puts a Field (say Status) to a given value, even if there 
are multi-level joins on the Form (cfr CMDB), 


Want to know more?  Register here http://www.arsmarts.com/register.htm 
to get your evaluation copy of ARSmarts 2.1.


Kaïs Albassir
www.arsmarts.com


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

[Guillaume Rheault]

I think your environment was particular...because you had Macs. I mean back 
then in the ARS 4.0 timeframe, there was three clients: AR Web, Remedy Web and 
the User tool.  The users with PCs would prefer the User Tool instead of the 
Remedy Web, and the AR Web was better for simpler tasks like submitting 
tickets, and checking out ticket status. I never heard of a user, running a PC, 
that preferred the RemedyWeb over the User tool...but if you are a Mac user and 
don't have another choice, I guess it's all right.

Guillaume

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of strauss
Sent: Fri 10/09/09 10:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)
 
I beg to differ. RemedyWeb was the ONLY solution our Macintosh users had that 
actually worked for several years!  After Remedy discontinued the native Mac 
client (version 3.2) and we moved to 4.x in 1999, there was basically NO viable 
Mac support until 7.1.00.002 in 2008 (when Safari actually started working 
properly) _except_ for RemedyWeb 4.x.  It had issues, being an unsigned java 
application, but at least Mac users could get their work done.  We really 
missed it after we moved to 5.1.2 in 2003, and we actually tried to get it 
working against the 5.1.2 server but too many new 5.x features did not work 
properly.  We got almost 4 good years out of it, before going 5 long years 
without any decent client for Macs.  When your director's workstation is a Mac, 
you get hear about how badly mid-tier 5.1.2 works from a Mac just about every 
day. RemedyWeb gave me four years of peace (and I used it myself for working 
tickets, since my Windows machine was usually logged in to the Admin Tool).  
Much as I detest java, a very well done java client that actually worked on 
multiple platforms (a much promised but seldom delivered capability for java), 
or ran server-side like RKM, might be a good replacement for the Windows User 
Tool.  My *nixers sure would like that, although they have been well pleased 
with mid-tier 7.1.

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 Guillaume Rheault
Sent: Friday, October 09, 2009 8:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

**

I hope it would not end up being the next version of the RemedyWeb. That was a 
fiasco!

Guillaume

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of patrick zandi
Sent: Thu 10/08/09 10:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

I would love to see it..

I hope something else fills the void prior.. Really I do ..

I think it is possible..  but I think it will end up being the same thing
java based...
We'll see !!

This will be fun !

On Thu, Oct 8, 2009 at 9:31 PM, Doug Blair  wrote:

> ** Patrick, Lisa et al,
> Actually the more I think about this the decision may be the best of many
> possible worlds.
>
> First, by the time the WUT disappears from the scene the range of supported
> browsers will be much larger, and faster, and more flexible. Already CHROME
> and other browsers offer tear-off tabs which would function just the same
> way multiple windows, or multiple instances, in the current WUT do today.
>  Time-out, cacheing and licensing issues are just configuration items that
> can be resolved in the 8 release or shortly thereafter.  In short, I think
> the user experience will be very similar.
>
> Second, just because BMC will take the WUT off the market (though they
> might decide to keep the legacy app alive for years as long as customers
> insist on using it) there doesn't seem to be anything that would stop an
> interested group of developers from creating a work-alike app that speaks to
> the published API.  There might be a market for it by the time they get it
> done. And goodness knows that BMC/Remedy historically has a much better
> attitude about allowing connections to their system from both in-house and
> vended products than other proprietary systems. Benefits of an API and all
> that...
>
> In fact, with the right style sheet, I'll bet you could draw a frame around
> a browser instance or embed it like a view field does, and most users
> couldn't discern significant difference. Heck, that's the way that my bank
> "app" works on iPhones isn't it?
>
> More familiar, generic interface -> more acceptance -> more users -> more
> work for people like us :-). Not so bad .
>
>
> Doug
>
>
> On Oct 7, 2009, at 10:53 PM, patrick zandi wrote:
>
> **
> Freedom is having the choice..
> If they remove the UT, Remedy will be eventually will be swallowed up and
> disappear by someone else.
> People like choices,
> I used to give my son choices,
>  yo

Re: Mid-tier and Scanners

[Bill Myers]

We've done that.  It works fine in our non-midtier applications.  We may
be contacting Phil, it would be much easier to turn it over to him.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Gidd Calden
Sent: Friday, October 09, 2009 11:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-tier and Scanners

 

** 

Bill,

 

 

Can you change the scanner to throw a  after the Bar Code scan?

 

Where is Phil Bautista ... this is his specialty !!

 

Regards...Gidd

 

 

 

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Bill Myers
Sent: Friday, October 09, 2009 6:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-tier and Scanners

** 

The application is for issuing and receiving product orders.  The
current design has a control panel that the user initially accesses.  On
the control panel are three buttons.  One button takes the user to
another form for issuing orders.  One button takes the user to a form
for receiving orders.  The third button logs the user out of the
application.

 

On the issue order form, the user will scan a barcode into a field and
submit the order to Remedy.  This form also has a table that shows the
orders issued in the last 10 minutes.  On the receiving form, the user
will again scan a barcode into a field, upon scan the order quantity and
expected delivery date are pulled into the form from the order record
created previously.  The user will be able to adjust the quantity and
date, if necessary , and then submit the receipt to Remedy.

 

Finally, the user should have the ability to print a receipt label that
will then accompany the product as it is processed.

 

I have attempted to fire active links on every possible firing
condition.  Return, button, gain focus, etc...  Nothing has worked.  We
have attempted various key combinations and configurations with the
scanner as well.  Again, the application just doesn't seem to recognize
any input from the scanner.  I am focusing on the logout item first,
figuring if I can get that to work, the other items should work as well.

 

Hopefully, this will be sufficient details.  If not, let me know.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joel D. Sender
Sent: Thursday, October 08, 2009 7:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-tier and Scanners

 

** ** 

Need some details: 

Are you using active links that fire on 'return' ?  (scanner appends a
 to each scan).

Are the active links not firing on MT?

 

Joel

***

Joel Sender

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Bill Myers
Sent: Thursday, October 08, 2009 2:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-tier and Scanners

 

Really basic stuff.  Enter data into 2 or 3 fields, submit the requests,
change from one form to another and logout.  There may be printing down
the road.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf
Sent: Thursday, October 08, 2009 5:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-tier and Scanners

 

** 

What kind of interaction are you looking for? Are you looking to just
submit requests or do you want to encompass all functions such as Query,
Submit, Modify, Delete? 

 

Tauf Chowdhury 

Analyst, Service Management

Office: 631.858.7765

Mobile:646.483.2779

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Bill Myers
Sent: Thursday, October 08, 2009 5:14 PM
To: arslist@ARSLIST.ORG
Subject: Mid-tier and Scanners

 

** 

Is it possible to have a scanner interact directly with a Remedy 7.1
mid-tier application.  The scanner we are using is a Symbol running IE
on WinCE 5.01.  We have the mid-tier application on the scanner display,
but, can't get any workflow to fire.  So far, we've not discovered a
scanner configuration or workflow setting that will work.

 

I've searched the archives and have seen where this subject is brought
up, but, no answer is provided.  At least that I could find.  BMC
support has been unable to provide any information.  Hopefully, the
answer doesn't involve more software.

 

ARS 7.1 patch 2 on Windows 2003 server

Oracle 10g on Linux

Mid-tier 7.1 - Apache/Tomcat on Windows 2003 server

 

Thanks!

 

Bill Myers

Remedy Developer

Datacraft Solutions, Inc.

bmy...@datacraftsolutions.net

(p) 919-667-9804

(f) 919-682-5986

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solely for the use of the individual or entity to whic

Re: Mid-tier and Scanners

[Bill Myers]

I'm not 100% sure.  I can only find a reference to IE Mobile without a
version.  We are going to try and upgrade to Windows Mobile 6.5 to see
if that makes a difference.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Friday, October 09, 2009 10:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-tier and Scanners

 

** 

Also ... What version of IE is running on that WinCE 5.01 platform?

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Bill Myers
Sent: Friday, October 09, 2009 8:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-tier and Scanners

 

 

The application is for issuing and receiving product orders.  The
current design has a control panel that the user initially accesses.  On
the control panel are three buttons.  One button takes the user to
another form for issuing orders.  One button takes the user to a form
for receiving orders.  The third button logs the user out of the
application.

 

On the issue order form, the user will scan a barcode into a field and
submit the order to Remedy.  This form also has a table that shows the
orders issued in the last 10 minutes.  On the receiving form, the user
will again scan a barcode into a field, upon scan the order quantity and
expected delivery date are pulled into the form from the order record
created previously.  The user will be able to adjust the quantity and
date, if necessary , and then submit the receipt to Remedy.

 

Finally, the user should have the ability to print a receipt label that
will then accompany the product as it is processed.

 

I have attempted to fire active links on every possible firing
condition.  Return, button, gain focus, etc...  Nothing has worked.  We
have attempted various key combinations and configurations with the
scanner as well.  Again, the application just doesn't seem to recognize
any input from the scanner.  I am focusing on the logout item first,
figuring if I can get that to work, the other items should work as well.

 

Hopefully, this will be sufficient details.  If not, let me know.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joel D. Sender
Sent: Thursday, October 08, 2009 7:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-tier and Scanners

 

** ** 

Need some details: 

Are you using active links that fire on 'return' ?  (scanner appends a
 to each scan).

Are the active links not firing on MT?

 

Joel

***

Joel Sender

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Bill Myers
Sent: Thursday, October 08, 2009 2:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-tier and Scanners

 

Really basic stuff.  Enter data into 2 or 3 fields, submit the requests,
change from one form to another and logout.  There may be printing down
the road.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf
Sent: Thursday, October 08, 2009 5:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-tier and Scanners

 

 

What kind of interaction are you looking for? Are you looking to just
submit requests or do you want to encompass all functions such as Query,
Submit, Modify, Delete? 

 

Tauf Chowdhury 

Analyst, Service Management

Office: 631.858.7765

Mobile:646.483.2779

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Bill Myers
Sent: Thursday, October 08, 2009 5:14 PM
To: arslist@ARSLIST.ORG
Subject: Mid-tier and Scanners

 

 

Is it possible to have a scanner interact directly with a Remedy 7.1
mid-tier application.  The scanner we are using is a Symbol running IE
on WinCE 5.01.  We have the mid-tier application on the scanner display,
but, can't get any workflow to fire.  So far, we've not discovered a
scanner configuration or workflow setting that will work.

 

I've searched the archives and have seen where this subject is brought
up, but, no answer is provided.  At least that I could find.  BMC
support has been unable to provide any information.  Hopefully, the
answer doesn't involve more software.

 

ARS 7.1 patch 2 on Windows 2003 server

Oracle 10g on Linux

Mid-tier 7.1 - Apache/Tomcat on Windows 2003 server

 

Thanks!

 

Bill Myers

Remedy Developer

Datacraft Solutions, Inc.

 

 

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Re: ARInside 3.0 Beta

[Jason Miller]

On the subject of keeping a db...   What is the feasibility of storing the
data in a db vs. +100k html files at over 1gb of disk space (and this isn't
even ITSM 7)?  I would think if the object id's are maintain in a db then
the data could be normalized and alleviate all of the data that is now being
duplicated to link all of the html files every which way.  This could also
add searching capabilities.

The down side I see is now this is another db/web app that administrators
need to maintain instead of a ton of "dumb" html files you place on a web
server.  However...   With a full blown app maybe you could do such things
as keep previous version and restore/migrate straight to a server?

Now that I have thrown all of that out there I guess I should pick up C++
again so I can help out.

Jason

On Fri, Oct 9, 2009 at 7:35 AM, LJ Longwing  wrote:

> Hey Misi,
> Before I got into the code, I wondered the exact same thing, unfortunately
> the ability to do that is limited with the current design.  As ARInside
> grabs objects from the server (in the order it grabs them, which can be
> different each time), it assigns an 'internal id' to the object, and that
> internal id is what it uses to process objects.  To do a 'difference' run
> you would need to keep a db of some sort around of what your object id's
> were for your last run, and then assign them back to the same id's on the
> next run.  It's definitely possible, but is a rewrite of a significant part
> of the code I thinkthat's not to say it won't be done, just that it
> won't be 'now'...:)if you want, please feel free to log it as an
> enhancement request though :)
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky
>  Sent: Friday, October 09, 2009 1:15 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: ARInside 3.0 Beta
>
> Hi,
>
> In theory, it should be possible to leverege the modify-time of the server
> objects to do an incremental update of the previous run.
>
> All ARGetList*()-functions has a last-modify-date parameter, to allow
> retrieval of changed objects.
>
> You will also need to remove any objects that has been deleted.
>
> This would be a really good improvement on performance.
>
> I have not looked at the code (yet...) though.
>
>Best Regards - Misi, RRR AB, http://www.rrr.se
>
> Products from RRR Scandinavia:
> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
> * RRR|Translator - Manage and automate your language translations.
> Find these products, and many free tools and utilities, at http://rrr.se.
>
> > We ran it against a 7.1 and 7.5 server with Help Desk, SLA 6 and a ton
> > of custom apps with no issue.  I didn't notice any change in performance.
> > The
> > batch file we use to kick it off logs the start and stop time.  It
> > still averaged about 4.75 hours for both servers.
> >
> > It is much cleaner now with the default of not being verbose and the
> > web service stuff looks great!
> >
> > Thanks for keeping this alive.
> >
> > Jason
> >
> > On Thu, Oct 8, 2009 at 1:04 PM, LJ Longwing 
> wrote:
> >
> >> Definitely good to hear.  We are apparently having issues with some
> >> 7.5 ITSM that we are working on, but that's the only issue we have
> >> encountered thus far.  We have also added web service setfield
> >> input/output mapping information, so you can now see what fields are
> >> mapped to what elements
> >>
> >> -Original Message-
> >> From: Action Request System discussion list(ARSList)
> >> [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky
> >> Sent: Thursday, October 08, 2009 1:37 AM
> >> To: arslist@ARSLIST.ORG
> >> Subject: Re: ARInside 3.0 Beta
> >>
> >>  Fantastic work!!!
> >>
> >> It ran like a charm.
> >>
> >>Best Regards - Misi, RRR AB, http://www.rrr.se
> >>
> >> Products from RRR Scandinavia:
> >> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> >> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy
> >> logs.
> >> * RRR|Translator - Manage and automate your language translations.
> >> Find these products, and many free tools and utilities, at
> >> http://rrr.se.
> >>
> >> > I'm pleased to announce the start of the 3.0 Beta for ARInside.
> >> > Please head out to http://www.arinside.org/downloads to get the
> >> > latest copy.
> >> >
> >> > Below you will find a list of the enhancements and bug fixes done
> >> > thus far.
> >> > We are working on getting this to be cross platform capable at some
> >> > point as well.  Please log onto http://www.arinside.org/newticket
> >> > to log any issues with the beta so we can get them fixed before we
> >> > finalize anything.
> >> >
> >> > Enhancements
> >> > Added support to parse 'Special Runprocess Commands' for form and
> >> > field information Modified output of application to be brief, moved
> >> >

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

[Jason Miller]

By the time the User Tool is gone a standard PC will have 8gb of ram :)

On Fri, Oct 9, 2009 at 8:34 AM, Grooms, Frederick W <
frederick.w.gro...@xo.com> wrote:

> **
>
> One big problem I have with using a browser for everything is it is a huge
> memory hog.
>
>
>
> In the User tool with a form open and a set of records displayed the memory
> used is 12,432K.  With IE and the same form and records it is 35,384K.  With
> Firefox and the same form and records it is 31,868K.
>
>
>
> Fred
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *patrick zandi
> *Sent:* Friday, October 09, 2009 9:55 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: End of Life for BMC(R) Remedy(R) User (Windows-based
> client)
>
>
>
> **
>
> I remember using that as well, we had macs.. and it worked for them
> nicely.. you had to have the right version of java..
>
> I like remedyweb more than midtier -- in that day..
>
> We Rolled out remedyweb fine, but did not even roll out mid-tier.. cause it
> stunk.
>
> Midtier today is light years different.. but If Remedyweb came back in new
> wrapper.. I would definately consider it.
>
> Which is what I was honestly thinking...  that might happen.
>
> On Fri, Oct 9, 2009 at 10:36 AM, strauss  wrote:
>
> **
>
> I beg to differ. RemedyWeb was the ONLY solution our Macintosh users had
> that actually worked for several years!  After Remedy discontinued the
> native Mac client (version 3.2) and we moved to 4.x in 1999, there was
> basically NO viable Mac support until 7.1.00.002 in 2008 (when Safari
> actually started working properly) _*except*_ for RemedyWeb 4.x.  It had
> issues, being an unsigned java application, but at least Mac users could get
> their work done.  We really missed it after we moved to 5.1.2 in 2003, and
> we actually tried to get it working against the 5.1.2 server but too many
> new 5.x features did not work properly.  We got almost 4 good years out of
> it, before going 5 long years without any decent client for Macs.  When your
> director’s workstation is a Mac, you get hear about how badly mid-tier 5.1.2
> works from a Mac just about every day. RemedyWeb gave me four years of peace
> (and I used it myself for working tickets, since my Windows machine was
> usually logged in to the Admin Tool).  Much as I detest java, a very well
> done java client that actually worked on multiple platforms (a much promised
> but seldom delivered capability for java), or ran server-side like RKM,
> might be a good replacement for the Windows User Tool.  My *nixers sure
> would like that, although they have been well pleased with mid-tier 7.1.
>
>
>
> Christopher Strauss, Ph.D.
> Call Tracking Administration Manager
> University of North Texas Computing & IT Center
> http://itsm.unt.edu/ **
>
>
> _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)

[Grooms, Frederick W]

One big problem I have with using a browser for everything is it is a huge 
memory hog.

In the User tool with a form open and a set of records displayed the memory 
used is 12,432K.  With IE and the same form and records it is 35,384K.  With 
Firefox and the same form and records it is 31,868K.

Fred

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of patrick zandi
Sent: Friday, October 09, 2009 9:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

**
I remember using that as well, we had macs.. and it worked for them nicely.. 
you had to have the right version of java..
I like remedyweb more than midtier -- in that day..
We Rolled out remedyweb fine, but did not even roll out mid-tier.. cause it 
stunk.
Midtier today is light years different.. but If Remedyweb came back in new 
wrapper.. I would definately consider it.
Which is what I was honestly thinking...  that might happen.
On Fri, Oct 9, 2009 at 10:36 AM, strauss 
mailto:stra...@unt.edu>> wrote:
**
I beg to differ. RemedyWeb was the ONLY solution our Macintosh users had that 
actually worked for several years!  After Remedy discontinued the native Mac 
client (version 3.2) and we moved to 4.x in 1999, there was basically NO viable 
Mac support until 7.1.00.002 in 2008 (when Safari actually started working 
properly) _except_ for RemedyWeb 4.x.  It had issues, being an unsigned java 
application, but at least Mac users could get their work done.  We really 
missed it after we moved to 5.1.2 in 2003, and we actually tried to get it 
working against the 5.1.2 server but too many new 5.x features did not work 
properly.  We got almost 4 good years out of it, before going 5 long years 
without any decent client for Macs.  When your director's workstation is a Mac, 
you get hear about how badly mid-tier 5.1.2 works from a Mac just about every 
day. RemedyWeb gave me four years of peace (and I used it myself for working 
tickets, since my Windows machine was usually logged in to the Admin Tool).  
Much as I detest java, a very well done java client that actually worked on 
multiple platforms (a much promised but seldom delivered capability for java), 
or ran server-side like RKM, might be a good replacement for the Windows User 
Tool.  My *nixers sure would like that, although they have been well pleased 
with mid-tier 7.1.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/


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Re: Licensing questions....

[Nall, Roger]

You will probably get several different answers to this question. So here is 
the first one:

* If you are assigned a Fixed license there is no time limit on how 
long that license is yours.

* If you are assigned a Floating license this is where the 'time limit' 
comes into play.

* Floating licenses have two parts: Read/Write. Depending on what 
happens when a user logs in will determine what part or the floating license 
they will get. For instance if you have workflow to capture the last time a 
user logs in than the user would be issued the Write part of the floating 
license as soon as they log in because they are affection a change to a record. 
If there is no change to any record when a user logs in then they should have 
been issued the Read part of the Floating license.

* The time limit is a configurable setting. The minimum is one hour. 
This means if a user has the Write portion of a license and stays idle in the 
tool for more than one hour the license will change to the Read part of the 
Floating license.

* If the user log out of the tool then the license is supposed to 
released immediately. You will find that some of us have not experienced that 
phenomenon.

* I also believe that in the web client it is possible to lower the 
time period to 30 minutes.

I hope this helps some.

Roger Nall
Manager, SA Remedy
Desk Phone: 972-464-3712
Mobile: 973-652-6723

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of copits.rich...@bwc.state.oh.us
Sent: Friday, October 09, 2009 9:58 AM
To: arslist@ARSLIST.ORG
Subject: Licensing questions

**
I'm trying to better understand how licenses work and have gone through the 
chapter in the
configuration guide on licenses but didn't find/may have missed(?) this 
information...

I've been told that when a user acquires a license - either fixed or floating - 
the time clock
starts   I've also been told that there is a 1 hour "hold" on the license 
before it's put back
into the pool and becomes available for reuse again.

Questions: Can the user "hang onto" the license that they get as long as 
they're logged in or
is there an option to "time them out" and log them off?

Does the 1 hour "reservation clock" start when the user logs into the 
application or does it
start when they log out and in essence is a "continue to reserve for this user" 
 time period.

Is that 1 hour time period configurable so that licenses can go back to the 
pool sooner?

Where can I read about all of this type of stuff - the master index was not too 
helpful and the
config. manual didn't say anything about how the licenses operate.

Thanks for any info and reading assignments on this.



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

[LJ Longwing]

->Can of worms<-
 
ok...now it's openhere is the skinny on it...forget about Fixed, those
are assigned to an individual and not usable by anyone other than them, so
you don't need to worry about when they are in use or not.
 
Floating:
* On the timeout tab of server configuration there is a section labeled
'Floating License Timeout (hours)'.  
* This defaults to 2, but can be set as low as 1, but no lower.  
* This timeout value starts ticking when they 'stop' using the
licenseit's allocated to them for a full hour after they stop using it,
unless they log out, then it's put back in the pool immediately.
* A floating license is allocated as soon as they 'need' it, but that 'need'
may be just searching on a form, not necessarily when they try to modify
something that needs a license
* As long as they are actively doing things in the system the license will
be allocated to them, the timer restarts at 0 each time they go idle
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of copits.rich...@bwc.state.oh.us
Sent: Friday, October 09, 2009 8:58 AM
To: arslist@ARSLIST.ORG
Subject: Licensing questions


** 

I'm trying to better understand how licenses work and have gone through the
chapter in the 

configuration guide on licenses but didn't find/may have missed(?) this
information.

 

I've been told that when a user acquires a license - either fixed or
floating - the time clock

starts..   I've also been told that there is a 1 hour "hold" on the license
before it's put back

into the pool and becomes available for reuse again.

 

Questions: Can the user "hang onto" the license that they get as long as
they're logged in or

is there an option to "time them out" and log them off?

 

Does the 1 hour "reservation clock" start when the user logs into the
application or does it

start when they log out and in essence is a "continue to reserve for this
user"  time period.

 

Is that 1 hour time period configurable so that licenses can go back to the
pool sooner?

 

Where can I read about all of this type of stuff - the master index was not
too helpful and the

config. manual didn't say anything about how the licenses operate.

 

Thanks for any info and reading assignments on this...

 

 


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 this message. _Platinum Sponsor: rmisoluti...@verizon.net
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Re: Licensing questions....

[Rick Cook]

Richard,

Let me see if I can fill in the gaps for you.  The timeout is the amount of
time that a user will keep a floating license without performing any
activity.  If the user is active, the timeout period is reset at each action
that refreshes it (that depends on the version).  If the user actually logs
out of the Remedy client (UT/MT), the floating license is released at once.
Some Remedy admins have built workflow that performs a logout action when
the MT browser window is closed without actually clicking on the Logout
button.  That releases the floating license, too.

Now if the user has exceeded the timeout period, they don't necessarily lose
the license, it's just more of a soft hold than a hard one.  It goes into an
"available" pool, which is only accessed if all of the floating licenses in
the "free" pool are being used.  If the user logs in first thing in the
morning, does nothing else until after lunch, and then updates a ticket late
in the afternoon, if no one else has needed their license, that user will
still maintain it, and will notice nothing, regardless of the timeout
setting.

There is no timeout setting for Fixed licenses.  They are tied to a named
user, whether the user is using it or not.

Rick

On Fri, Oct 9, 2009 at 7:57 AM,  wrote:

> **
>
> I’m trying to better understand how licenses work and have gone through the
> chapter in the
>
> configuration guide on licenses but didn’t find/may have missed(?) this
> information…
>
>
>
> I’ve been told that when a user acquires a license – either fixed or
> floating – the time clock
>
> starts….   I’ve also been told that there is a 1 hour “hold” on the
> license before it’s put back
>
> into the pool and becomes available for reuse again.
>
>
>
> Questions: Can the user “hang onto” the license that they get as long as
> they’re logged in or
>
> is there an option to “time them out” and log them off?
>
>
>
> Does the 1 hour “reservation clock” start when the user logs into the
> application or does it
>
> start when they log out and in essence is a “continue to reserve for this
> user”  time period.
>
>
>
> Is that 1 hour time period configurable so that licenses can go back to the
> pool sooner?
>
>
>
> Where can I read about all of this type of stuff – the master index was not
> too helpful and the
>
> config. manual didn’t say anything about how the licenses operate.
>
>
>
> Thanks for any info and reading assignments on this…..
>
>
>
>
>
> Portions of this message may be confidential under an exemption to Ohio's
> public records law or under a legal privilege. If you have received this
> message in error or due to an unauthorized transmission or interception,
> please delete all copies from your system without disclosing, copying, or
> transmitting this message.
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_

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Re: Mid-tier and Scanners

[Gidd Calden]

Bill,
 
 
Can you change the scanner to throw a  after the Bar Code scan?
 
Where is Phil Bautista ... this is his specialty !!
 
Regards...Gidd
 
 
 


  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Bill Myers
Sent: Friday, October 09, 2009 6:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-tier and Scanners


** 

The application is for issuing and receiving product orders.  The current
design has a control panel that the user initially accesses.  On the control
panel are three buttons.  One button takes the user to another form for
issuing orders.  One button takes the user to a form for receiving orders.
The third button logs the user out of the application.

 

On the issue order form, the user will scan a barcode into a field and
submit the order to Remedy.  This form also has a table that shows the
orders issued in the last 10 minutes.  On the receiving form, the user will
again scan a barcode into a field, upon scan the order quantity and expected
delivery date are pulled into the form from the order record created
previously.  The user will be able to adjust the quantity and date, if
necessary , and then submit the receipt to Remedy.

 

Finally, the user should have the ability to print a receipt label that will
then accompany the product as it is processed.

 

I have attempted to fire active links on every possible firing condition.
Return, button, gain focus, etc.  Nothing has worked.  We have attempted
various key combinations and configurations with the scanner as well.
Again, the application just doesn't seem to recognize any input from the
scanner.  I am focusing on the logout item first, figuring if I can get that
to work, the other items should work as well.

 

Hopefully, this will be sufficient details.  If not, let me know.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joel D. Sender
Sent: Thursday, October 08, 2009 7:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-tier and Scanners

 

** ** 

Need some details: 

Are you using active links that fire on 'return' ?  (scanner appends a 
to each scan).

Are the active links not firing on MT?

 

Joel

***

Joel Sender

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Bill Myers
Sent: Thursday, October 08, 2009 2:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-tier and Scanners

 

Really basic stuff.  Enter data into 2 or 3 fields, submit the requests,
change from one form to another and logout.  There may be printing down the
road.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf
Sent: Thursday, October 08, 2009 5:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-tier and Scanners

 

** 

What kind of interaction are you looking for? Are you looking to just submit
requests or do you want to encompass all functions such as Query, Submit,
Modify, Delete? 

 

Tauf Chowdhury 

Analyst, Service Management

Office: 631.858.7765

Mobile:646.483.2779

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Bill Myers
Sent: Thursday, October 08, 2009 5:14 PM
To: arslist@ARSLIST.ORG
Subject: Mid-tier and Scanners

 

** 

Is it possible to have a scanner interact directly with a Remedy 7.1
mid-tier application.  The scanner we are using is a Symbol running IE on
WinCE 5.01.  We have the mid-tier application on the scanner display, but,
can't get any workflow to fire.  So far, we've not discovered a scanner
configuration or workflow setting that will work.

 

I've searched the archives and have seen where this subject is brought up,
but, no answer is provided.  At least that I could find.  BMC support has
been unable to provide any information.  Hopefully, the answer doesn't
involve more software.

 

ARS 7.1 patch 2 on Windows 2003 server

Oracle 10g on Linux

Mid-tier 7.1 - Apache/Tomcat on Windows 2003 server

 

Thanks!

 

Bill Myers

Remedy Developer

Datacraft Solutions, Inc.

bmy...@datacraftsolutions.net

(p) 919-667-9804

(f) 919-682-5986

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Licensing questions....

[Copits . Richard]

I'm trying to better understand how licenses work and have gone through
the chapter in the 
configuration guide on licenses but didn't find/may have missed(?) this
information...
 
I've been told that when a user acquires a license - either fixed or
floating - the time clock
starts   I've also been told that there is a 1 hour "hold" on the
license before it's put back
into the pool and becomes available for reuse again.
 
Questions: Can the user "hang onto" the license that they get as long as
they're logged in or
is there an option to "time them out" and log them off?
 
Does the 1 hour "reservation clock" start when the user logs into the
application or does it
start when they log out and in essence is a "continue to reserve for
this user"  time period.
 
Is that 1 hour time period configurable so that licenses can go back to
the pool sooner?
 
Where can I read about all of this type of stuff - the master index was
not too helpful and the
config. manual didn't say anything about how the licenses operate.
 
Thanks for any info and reading assignments on this.
 
 

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

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Notifying with Join form info when the outer join right-hand side is created.

[Reiser, John J]

Hello Listers,

ARS7.1.00 Patch 004
MS SQL Server 2005

I have two forms that are joined (outer join) and I want to send a notification 
with .ARTask from the Join form.

Example: Form A has a bunch of records.
Form B gets a record created and is connected to Form A's record by the value 
selected during creation.

The user wants to be notified with an .ARTask attachment for the joined records 
when the second record is created.
Will a filter fire on the join A_B when the B part is created?
Do I perform a PUSH Fields from B at create time to update a DO flag field on 
the Join form. I will have the join criteria at create time for Form B.

Thanks,

---
John J. Reiser
Senior Software Development Analyst
Remedy Administrator/Developer
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me


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

[patrick zandi]

I remember using that as well, we had macs.. and it worked for them nicely..
you had to have the right version of java..
I like remedyweb more than midtier -- in that day..
We Rolled out remedyweb fine, but did not even roll out mid-tier.. cause it
stunk.
Midtier today is light years different.. but If Remedyweb came back in new
wrapper.. I would definately consider it.
Which is what I was honestly thinking...  that might happen.

On Fri, Oct 9, 2009 at 10:36 AM, strauss  wrote:

> **
>
> I beg to differ. RemedyWeb was the ONLY solution our Macintosh users had
> that actually worked for several years!  After Remedy discontinued the
> native Mac client (version 3.2) and we moved to 4.x in 1999, there was
> basically NO viable Mac support until 7.1.00.002 in 2008 (when Safari
> actually started working properly) _*except*_ for RemedyWeb 4.x.  It had
> issues, being an unsigned java application, but at least Mac users could get
> their work done.  We really missed it after we moved to 5.1.2 in 2003, and
> we actually tried to get it working against the 5.1.2 server but too many
> new 5.x features did not work properly.  We got almost 4 good years out of
> it, before going 5 long years without any decent client for Macs.  When your
> director’s workstation is a Mac, you get hear about how badly mid-tier 5.1.2
> works from a Mac just about every day. RemedyWeb gave me four years of peace
> (and I used it myself for working tickets, since my Windows machine was
> usually logged in to the Admin Tool).  Much as I detest java, a very well
> done java client that actually worked on multiple platforms (a much promised
> but seldom delivered capability for java), or ran server-side like RKM,
> might be a good replacement for the Windows User Tool.  My *nixers sure
> would like that, although they have been well pleased with mid-tier 7.1.
>
>
>
> 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 *Guillaume Rheault
> *Sent:* Friday, October 09, 2009 8:29 AM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: End of Life for BMC(R) Remedy(R) User (Windows-based
> client)
>
>
>
> **
>
> I hope it would not end up being the next version of the RemedyWeb. That
> was a fiasco!
>
> Guillaume
>
> -Original Message-
> From: Action Request System discussion list(ARSList) on behalf of patrick
> zandi
> Sent: Thu 10/08/09 10:49 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)
>
> I would love to see it..
>
> I hope something else fills the void prior.. Really I do ..
>
> I think it is possible..  but I think it will end up being the same thing
> java based...
> We'll see !!
>
> This will be fun !
>
> On Thu, Oct 8, 2009 at 9:31 PM, Doug Blair  wrote:
>
> > ** Patrick, Lisa et al,
> > Actually the more I think about this the decision may be the best of many
> > possible worlds.
> >
> > First, by the time the WUT disappears from the scene the range of
> supported
> > browsers will be much larger, and faster, and more flexible. Already
> CHROME
> > and other browsers offer tear-off tabs which would function just the same
> > way multiple windows, or multiple instances, in the current WUT do today.
> >  Time-out, cacheing and licensing issues are just configuration items
> that
> > can be resolved in the 8 release or shortly thereafter.  In short, I
> think
> > the user experience will be very similar.
> >
> > Second, just because BMC will take the WUT off the market (though they
> > might decide to keep the legacy app alive for years as long as customers
> > insist on using it) there doesn't seem to be anything that would stop an
> > interested group of developers from creating a work-alike app that speaks
> to
> > the published API.  There might be a market for it by the time they get
> it
> > done. And goodness knows that BMC/Remedy historically has a much better
> > attitude about allowing connections to their system from both in-house
> and
> > vended products than other proprietary systems. Benefits of an API and
> all
> > that...
> >
> > In fact, with the right style sheet, I'll bet you could draw a frame
> around
> > a browser instance or embed it like a view field does, and most users
> > couldn't discern significant difference. Heck, that's the way that my
> bank
> > "app" works on iPhones isn't it?
> >
> > More familiar, generic interface -> more acceptance -> more users -> more
> > work for people like us :-). Not so bad .
> >
> >
> > Doug
> >
> >
> > On Oct 7, 2009, at 10:53 PM, patrick zandi wrote:
> >
> > **
> > Freedom is having the choice..
> > If they remove the UT, Remedy will be eventually will be swallowed up and
> > disappear by someone else.
> > People like choices,
> > I used to give my son choices,
> >  you can have a bubble bath, or a regular bath.
> > But ... 

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

[strauss]

I beg to differ. RemedyWeb was the ONLY solution our Macintosh users had that 
actually worked for several years!  After Remedy discontinued the native Mac 
client (version 3.2) and we moved to 4.x in 1999, there was basically NO viable 
Mac support until 7.1.00.002 in 2008 (when Safari actually started working 
properly) _except_ for RemedyWeb 4.x.  It had issues, being an unsigned java 
application, but at least Mac users could get their work done.  We really 
missed it after we moved to 5.1.2 in 2003, and we actually tried to get it 
working against the 5.1.2 server but too many new 5.x features did not work 
properly.  We got almost 4 good years out of it, before going 5 long years 
without any decent client for Macs.  When your director's workstation is a Mac, 
you get hear about how badly mid-tier 5.1.2 works from a Mac just about every 
day. RemedyWeb gave me four years of peace (and I used it myself for working 
tickets, since my Windows machine was usually logged in to the Admin Tool).  
Much as I detest java, a very well done java client that actually worked on 
multiple platforms (a much promised but seldom delivered capability for java), 
or ran server-side like RKM, might be a good replacement for the Windows User 
Tool.  My *nixers sure would like that, although they have been well pleased 
with mid-tier 7.1.

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 Guillaume Rheault
Sent: Friday, October 09, 2009 8:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

**

I hope it would not end up being the next version of the RemedyWeb. That was a 
fiasco!

Guillaume

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of patrick zandi
Sent: Thu 10/08/09 10:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

I would love to see it..

I hope something else fills the void prior.. Really I do ..

I think it is possible..  but I think it will end up being the same thing
java based...
We'll see !!

This will be fun !

On Thu, Oct 8, 2009 at 9:31 PM, Doug Blair  wrote:

> ** Patrick, Lisa et al,
> Actually the more I think about this the decision may be the best of many
> possible worlds.
>
> First, by the time the WUT disappears from the scene the range of supported
> browsers will be much larger, and faster, and more flexible. Already CHROME
> and other browsers offer tear-off tabs which would function just the same
> way multiple windows, or multiple instances, in the current WUT do today.
>  Time-out, cacheing and licensing issues are just configuration items that
> can be resolved in the 8 release or shortly thereafter.  In short, I think
> the user experience will be very similar.
>
> Second, just because BMC will take the WUT off the market (though they
> might decide to keep the legacy app alive for years as long as customers
> insist on using it) there doesn't seem to be anything that would stop an
> interested group of developers from creating a work-alike app that speaks to
> the published API.  There might be a market for it by the time they get it
> done. And goodness knows that BMC/Remedy historically has a much better
> attitude about allowing connections to their system from both in-house and
> vended products than other proprietary systems. Benefits of an API and all
> that...
>
> In fact, with the right style sheet, I'll bet you could draw a frame around
> a browser instance or embed it like a view field does, and most users
> couldn't discern significant difference. Heck, that's the way that my bank
> "app" works on iPhones isn't it?
>
> More familiar, generic interface -> more acceptance -> more users -> more
> work for people like us :-). Not so bad .
>
>
> Doug
>
>
> On Oct 7, 2009, at 10:53 PM, patrick zandi wrote:
>
> **
> Freedom is having the choice..
> If they remove the UT, Remedy will be eventually will be swallowed up and
> disappear by someone else.
> People like choices,
> I used to give my son choices,
>  you can have a bubble bath, or a regular bath.
> But ...  you are going to have a bath!
>
> If you dictate what the customer will like and have and not have it
> will disappear.
> Don't use your freedom and you will loose it..
>
> my .5 Cents
>
> On Mon, Oct 5, 2009 at 1:41 PM, Kemes, Lisa <
> lisa.ke...@tycoelectronics.com> wrote:
>
>> Another question are Views.  Right now we have our users set what view
>> they should be on in the RUT.  I guess this may be an addition we might have
>> to make on each User Preference form in the future?
>>
>>
>> Lisa
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList) [mailto:
>> arsl...@arslist.org] On Behalf Of Axton
>> Sent: Saturday, October 03, 2009 2:12 AM
>> To: arslist@A

arserver will not start unless I log in as Admin on server

[Ibrahim Akar]

Environment R&D box.
ARS 7.5 patch 2
Windows Server 2008 Enterprise 32 bit
SQL Server 2008 Enterprise edition

AR System Service Logs on as local System Account - I have also set it to
logon as Administrator account  (same result)

email service and flash boards start fine.

For some reason I am getting a SQL Error in the arerror log.

SQL Server 4060)
Fri Oct 09 08:33:25 2009  390600 : Failure during SQL operation to the
database (ARERR 552)
Fri Oct 09 08:33:25 2009 Cannot open database "ARSystem" requested by
the login. The login failed. (SQL Server 4060)
Fri Oct 09 08:33:40 2009  390600 : SQL database is now available (ARNOTE
592)
Fri Oct 09 08:38:45 2009 : Action Request System(R) Server Version 7.5.00
Patch 002 200906100308
(c) Copyright 1991-2009 BMC Software, Inc.
Fri Oct 09 09:34:21 2009 : Action Request System(R) Server Version 7.5.00
Patch 002 200906100308
(c) Copyright 1991-2009 BMC Software, Inc.
Fri Oct 09 09:34:22 2009  390600 : Failure during SQL operation to the
database (ARERR 552)
Fri Oct 09 09:34:22 2009 Cannot open database "ARSystem" requested by
the login. The login failed. (SQL Server 4060)
Fri Oct 09 09:34:37 2009  390600 : Failure during SQL operation to the
database (ARERR 552)
Fri Oct 09 09:34:37 2009 Cannot open database "ARSystem" requested by
the login. The login failed. (SQL Server 4060)
Fri Oct 09 09:34:53 2009  390600 : SQL database is now available (ARNOTE
592)

So then I login to the server as Administrator, I run Windows task manager
kill the arserver and then re-start the service, it runs fine.

I can also login to SQL Server Management studio using ARAdmin account and
that works fine.

Any ideas?

-- 
-Ibrahim Akar

PLEASE CONSIDER THE ENVIRONMENT BEFORE PRINTING THIS EMAIL

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Re: ARInside 3.0 Beta

[LJ Longwing]

Hey Misi,
Before I got into the code, I wondered the exact same thing, unfortunately
the ability to do that is limited with the current design.  As ARInside
grabs objects from the server (in the order it grabs them, which can be
different each time), it assigns an 'internal id' to the object, and that
internal id is what it uses to process objects.  To do a 'difference' run
you would need to keep a db of some sort around of what your object id's
were for your last run, and then assign them back to the same id's on the
next run.  It's definitely possible, but is a rewrite of a significant part
of the code I thinkthat's not to say it won't be done, just that it
won't be 'now'...:)if you want, please feel free to log it as an
enhancement request though :) 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky
Sent: Friday, October 09, 2009 1:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARInside 3.0 Beta

Hi,

In theory, it should be possible to leverege the modify-time of the server
objects to do an incremental update of the previous run.

All ARGetList*()-functions has a last-modify-date parameter, to allow
retrieval of changed objects.

You will also need to remove any objects that has been deleted.

This would be a really good improvement on performance.

I have not looked at the code (yet...) though.

Best Regards - Misi, RRR AB, http://www.rrr.se

Products from RRR Scandinavia:
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
* RRR|Translator - Manage and automate your language translations.
Find these products, and many free tools and utilities, at http://rrr.se.

> We ran it against a 7.1 and 7.5 server with Help Desk, SLA 6 and a ton 
> of custom apps with no issue.  I didn't notice any change in performance.
> The
> batch file we use to kick it off logs the start and stop time.  It 
> still averaged about 4.75 hours for both servers.
>
> It is much cleaner now with the default of not being verbose and the 
> web service stuff looks great!
>
> Thanks for keeping this alive.
>
> Jason
>
> On Thu, Oct 8, 2009 at 1:04 PM, LJ Longwing  wrote:
>
>> Definitely good to hear.  We are apparently having issues with some 
>> 7.5 ITSM that we are working on, but that's the only issue we have 
>> encountered thus far.  We have also added web service setfield 
>> input/output mapping information, so you can now see what fields are 
>> mapped to what elements
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList) 
>> [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky
>> Sent: Thursday, October 08, 2009 1:37 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: ARInside 3.0 Beta
>>
>>  Fantastic work!!!
>>
>> It ran like a charm.
>>
>>Best Regards - Misi, RRR AB, http://www.rrr.se
>>
>> Products from RRR Scandinavia:
>> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
>> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy 
>> logs.
>> * RRR|Translator - Manage and automate your language translations.
>> Find these products, and many free tools and utilities, at 
>> http://rrr.se.
>>
>> > I'm pleased to announce the start of the 3.0 Beta for ARInside.
>> > Please head out to http://www.arinside.org/downloads to get the 
>> > latest copy.
>> >
>> > Below you will find a list of the enhancements and bug fixes done 
>> > thus far.
>> > We are working on getting this to be cross platform capable at some 
>> > point as well.  Please log onto http://www.arinside.org/newticket 
>> > to log any issues with the beta so we can get them fixed before we 
>> > finalize anything.
>> >
>> > Enhancements
>> > Added support to parse 'Special Runprocess Commands' for form and 
>> > field information Modified output of application to be brief, moved 
>> > most output to the -v command line parameter Modified Selection 
>> > Label display to properly display enumerated values Added 
>> > granularity to containers inside containers, it now tells you what 
>> > type of container it is (AL Guide, Packing List, etc) Field 
>> > references in Indexes now link to the index page for the form Added 
>> > full support for Date and TimeOfDay fields Optimized speed of the 
>> > get server info from the server Added 'Status History' references 
>> > where appropriate Added 'Error Handler' references Added Escalation 
>> > Pool to the information displayed about an Escalation Added a new 
>> > 'RunNotes' section to settings.ini to allow for run documentation 
>> > Enhanced performance of setfield actions Added 'Hover' and 'Template'
support Added 'Tooltip'
>> > message support Added 'Service' execute on support for Filters 
>> > Added additional 7.1 and 7.5 AL Execute on conditions Upgraded API 
>> > from
>> > 7.0.1 to 7.5 Added support for form settings of 'Entry Point', 
>> >

Re: Update Record and not change Modify Date

[LJ Longwing]

Good to know :) 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky
Sent: Friday, October 09, 2009 1:04 AM
To: arslist@ARSLIST.ORG
Subject: Re: Update Record and not change Modify Date

Hi,

If not mapped, modify-/create-date will be set to $TIMESTAMP$ if you are
replacing or creating new records. If you are "updating old record with new
data", the timestamps will be left intact.

All system/required core-fields will need a value when stored in the
database. On updates, they allready have values.

Best Regards - Misi, RRR AB, http://www.rrr.se

Products from RRR Scandinavia:
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
* RRR|Translator - Manage and automate your language translations.
Find these products, and many free tools and utilities, at http://rrr.se.

> If you don't map the modified date when importing, will it update to 
> 'current', or will it stay the same?...I always thought that if you 
> didn't map the modified date, it would be updated with timestamp
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky
> Sent: Thursday, October 08, 2009 1:35 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Update Record and not change Modify Date
>
> Hi!
>
> You do not really have to edit the ARX-file...
>
> I would do create two ARX-files with the Request ID field only. One 
> named notebook.arx and one named desktop.arx.
>
> Then I would do an "update old record with new record data" import 
> using BMC Remedy Import.
>
> Just map the Request ID field and then hardcode the Category-field to 
> the appropriate value, before doing the import.
>
> Make sure that the Category-field is the only field that needs to be 
> updated!
>
> You might want to do a full ARX-export of all fields for backup 
> purposes, if something goes wrong.
>
> Best Regards - Misi, RRR AB, http://www.rrr.se
>
> Products from RRR Scandinavia:
> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
> * RRR|Translator - Manage and automate your language translations.
> Find these products, and many free tools and utilities, at http://rrr.se.
>
>> If you export the records to ARX, modify the arx file, and then 
>> re-import the file back in after the changes, you should be able to 
>> get it done without the dates changing as long as you re-import it 
>> with those fields mapped
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList) 
>> [mailto:arsl...@arslist.org] On Behalf Of Sanford, Claire
>> Sent: Wednesday, October 07, 2009 11:44 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Update Record and not change Modify Date
>>
>> Other than going in the wrong way and doing it at the DB level, is 
>> there a way for me to update/change 30K records without changing the 
>> last modified name and date fields?
>>
>> We are starting to do things the right way and are making the 
>> distinction between a Laptop and a Desktop Computer in an asset record.
>> So, I will have to go in and change the records to reflect a 
>> different Category name.
>>
>>
>> Was: Computer
>> Will be: Desktop
>>
>> Was: Computer
>> Will be: Notebook
>>
>> ARS 6.3 Patch 18
>> HD 6.0
>> Oracle 10.2.0.4.0 w/9 libraries
>> Oracle lives on a remote server
>> Windows 2003 4 gig on app server and 8 gig on DB server
>>
>>
>> Claire Sanford
>> Information Systems Division
>> Memorial Hermann Healthcare System
>> Phone: 713 448 6035
>> claire.sanf...@memorialhermann.org
>>
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Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

[David Charters]

All,

 

I think the product has to move forward and away from a thick client. In
think in this market space with HP, People Software etc.. the idea of a
thick client is becoming out dated. I have even had customers ask me why in
the world BMC would have a thick client. A thick Client requires a new roll
out for patches and more maintenance. Companies are already maintaining
their web browser so if you go with all browser based then you eliminate yet
another app that needs maintenance. Also keep in mind I think BMC's goal is
to greatly focus on the Out Of The Box solutions rather than some of the
home grown apps sitting around at some of the companies out there.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Friday, October 09, 2009 9:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

 

** 

I hope it would not end up being the next version of the RemedyWeb. That was
a fiasco!

Guillaume

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of patrick
zandi
Sent: Thu 10/08/09 10:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

I would love to see it..

I hope something else fills the void prior.. Really I do ..

I think it is possible..  but I think it will end up being the same thing
java based...
We'll see !!

This will be fun !

On Thu, Oct 8, 2009 at 9:31 PM, Doug Blair  wrote:

> ** Patrick, Lisa et al,
> Actually the more I think about this the decision may be the best of many
> possible worlds.
>
> First, by the time the WUT disappears from the scene the range of
supported
> browsers will be much larger, and faster, and more flexible. Already
CHROME
> and other browsers offer tear-off tabs which would function just the same
> way multiple windows, or multiple instances, in the current WUT do today.
>  Time-out, cacheing and licensing issues are just configuration items that
> can be resolved in the 8 release or shortly thereafter.  In short, I think
> the user experience will be very similar.
>
> Second, just because BMC will take the WUT off the market (though they
> might decide to keep the legacy app alive for years as long as customers
> insist on using it) there doesn't seem to be anything that would stop an
> interested group of developers from creating a work-alike app that speaks
to
> the published API.  There might be a market for it by the time they get it
> done. And goodness knows that BMC/Remedy historically has a much better
> attitude about allowing connections to their system from both in-house and
> vended products than other proprietary systems. Benefits of an API and all
> that...
>
> In fact, with the right style sheet, I'll bet you could draw a frame
around
> a browser instance or embed it like a view field does, and most users
> couldn't discern significant difference. Heck, that's the way that my bank
> "app" works on iPhones isn't it?
>
> More familiar, generic interface -> more acceptance -> more users -> more
> work for people like us :-). Not so bad .
>
>
> Doug
>
>
> On Oct 7, 2009, at 10:53 PM, patrick zandi wrote:
>
> **
> Freedom is having the choice..
> If they remove the UT, Remedy will be eventually will be swallowed up and
> disappear by someone else.
> People like choices,
> I used to give my son choices,
>  you can have a bubble bath, or a regular bath.
> But ...  you are going to have a bath!
>
> If you dictate what the customer will like and have and not have it
> will disappear.
> Don't use your freedom and you will loose it..
>
> my .5 Cents
>
> On Mon, Oct 5, 2009 at 1:41 PM, Kemes, Lisa <
> lisa.ke...@tycoelectronics.com> wrote:
>
>> Another question are Views.  Right now we have our users set what view
>> they should be on in the RUT.  I guess this may be an addition we might
have
>> to make on each User Preference form in the future?
>>
>>
>> Lisa
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList) [mailto:
>> arsl...@arslist.org] On Behalf Of Axton
>> Sent: Saturday, October 03, 2009 2:12 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)
>>
>>  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 Softwar

Re: Mid-tier and Scanners

[Grooms, Frederick W]

Also ... What version of IE is running on that WinCE 5.01 platform?

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Bill Myers
Sent: Friday, October 09, 2009 8:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-tier and Scanners


The application is for issuing and receiving product orders.  The current 
design has a control panel that the user initially accesses.  On the control 
panel are three buttons.  One button takes the user to another form for issuing 
orders.  One button takes the user to a form for receiving orders.  The third 
button logs the user out of the application.

On the issue order form, the user will scan a barcode into a field and submit 
the order to Remedy.  This form also has a table that shows the orders issued 
in the last 10 minutes.  On the receiving form, the user will again scan a 
barcode into a field, upon scan the order quantity and expected delivery date 
are pulled into the form from the order record created previously.  The user 
will be able to adjust the quantity and date, if necessary , and then submit 
the receipt to Remedy.

Finally, the user should have the ability to print a receipt label that will 
then accompany the product as it is processed.

I have attempted to fire active links on every possible firing condition.  
Return, button, gain focus, etc...  Nothing has worked.  We have attempted 
various key combinations and configurations with the scanner as well.  Again, 
the application just doesn't seem to recognize any input from the scanner.  I 
am focusing on the logout item first, figuring if I can get that to work, the 
other items should work as well.

Hopefully, this will be sufficient details.  If not, let me know.

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Joel D. Sender
Sent: Thursday, October 08, 2009 7:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-tier and Scanners

** **
Need some details:
Are you using active links that fire on 'return' ?  (scanner appends a  to 
each scan).
Are the active links not firing on MT?


Joel

***

Joel Sender

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]on Behalf Of Bill Myers
Sent: Thursday, October 08, 2009 2:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-tier and Scanners

Really basic stuff.  Enter data into 2 or 3 fields, submit the requests, change 
from one form to another and logout.  There may be printing down the road.

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf
Sent: Thursday, October 08, 2009 5:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-tier and Scanners


What kind of interaction are you looking for? Are you looking to just submit 
requests or do you want to encompass all functions such as Query, Submit, 
Modify, Delete?

Tauf Chowdhury
Analyst, Service Management
Office: 631.858.7765
Mobile:646.483.2779



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Bill Myers
Sent: Thursday, October 08, 2009 5:14 PM
To: arslist@ARSLIST.ORG
Subject: Mid-tier and Scanners


Is it possible to have a scanner interact directly with a Remedy 7.1 mid-tier 
application.  The scanner we are using is a Symbol running IE on WinCE 5.01.  
We have the mid-tier application on the scanner display, but, can't get any 
workflow to fire.  So far, we've not discovered a scanner configuration or 
workflow setting that will work.

I've searched the archives and have seen where this subject is brought up, but, 
no answer is provided.  At least that I could find.  BMC support has been 
unable to provide any information.  Hopefully, the answer doesn't involve more 
software.

ARS 7.1 patch 2 on Windows 2003 server
Oracle 10g on Linux
Mid-tier 7.1 - Apache/Tomcat on Windows 2003 server

Thanks!

Bill Myers
Remedy Developer
Datacraft Solutions, Inc.



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Re: Email Template Question

[Kelly Logan]

Hello Mark,

 

If I remember correctly, standard text email templates process line by line.

 

For a value that spans multiple lines, you can encase the value with
bracketed dollar signs like this:  [$$ value here $$].

 

Or to use your example:

 

Symptom Description !536870930!: [$$This is a test of submitting a ticket
via email from the customer's Remedy

Server to the Navisite Remedy Server.

 

Please take action ASAP$$]

 

Let me know if that does it for you!

 

Kelly Logan

Senior Remedy Developer

  Cybernetic Solutions, Inc.

Office:  (313) 586-8334

Mobile:  (313) 645-4552

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Brittain, Mark
Sent: Thursday, October 08, 2009 3:52 PM
To: arslist@ARSLIST.ORG
Subject: Email Template Question

 

** 

HI All

 

I have an email template that is used for submitting a new record. It works
fine with on exception. 

 

Symptom Description !536870930!: This is a test of submitting a ticket via
email from the customer's Remedy

Server to the Navisite Remedy Server.

 

Please take action ASAP

 

What ends up in the record is:

This is a test of submitting a ticket via email from the customer's Remedy

 

The book talks about using [] but the examples are [$$Symptom Description$$]
but that would be outgoing. If I use this on the outgoing template I get
this: [$$Short Description$$]

 

I know that I have missed something really basic here but it is giving me a
headache. Any help greatly appreciated.

 

Mark

 


Mark Brittain 
Remedy Developer 
NaviSite 
mbritt...@navisite.com 
(315) 453-2912 x5418 (Phone)

(315) 317.2897 (Cell) 

Reduce Cost of IT with Managed Hosting and Application Services from
NaviSite. 
Visit www.NaviSite.com Today. 

 

 

    

This e-mail is the property of NaviSite, Inc. It is intended only for the
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is privileged, confidential, or otherwise protected from disclosure.
Distribution or copying of this e-mail, or the information contained herein,
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Approval console ARS 7.5

[Patrick St-Pierre]

Hi List, can you teel me if im wrong, but im just migrated my dev box to 
7.5 and the approval console seems to be very poor, we are not able to 
open the change request from that console of view detail stuff ... some 
new feature seems to not works fine.

It is only for me or you think the same thing ?

thanks

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Re: Mid-tier and Scanners

[Kelly Logan]

Have you considered using web services?

 

My first guess is that you are having some compatibility issues between the
browser, OS and Mid-Tier.  By consuming a web service, your scanner could
have a more direct and compatible link to the Remedy server.

 

Kelly Logan

Senior Remedy Developer

  Cybernetic Solutions, Inc.

Office:  (313) 586-8334

Mobile:  (313) 645-4552

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Bill Myers
Sent: Thursday, October 08, 2009 5:14 PM
To: arslist@ARSLIST.ORG
Subject: Mid-tier and Scanners

 

** 

Is it possible to have a scanner interact directly with a Remedy 7.1
mid-tier application.  The scanner we are using is a Symbol running IE on
WinCE 5.01.  We have the mid-tier application on the scanner display, but,
can't get any workflow to fire.  So far, we've not discovered a scanner
configuration or workflow setting that will work.

 

I've searched the archives and have seen where this subject is brought up,
but, no answer is provided.  At least that I could find.  BMC support has
been unable to provide any information.  Hopefully, the answer doesn't
involve more software.

 

ARS 7.1 patch 2 on Windows 2003 server

Oracle 10g on Linux

Mid-tier 7.1 - Apache/Tomcat on Windows 2003 server

 

Thanks!

 

Bill Myers

Remedy Developer

Datacraft Solutions, Inc.

bmy...@datacraftsolutions.net

(p) 919-667-9804

(f) 919-682-5986

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Re: Mid-tier and Scanners

[Bill Myers]

The application is for issuing and receiving product orders.  The
current design has a control panel that the user initially accesses.  On
the control panel are three buttons.  One button takes the user to
another form for issuing orders.  One button takes the user to a form
for receiving orders.  The third button logs the user out of the
application.

 

On the issue order form, the user will scan a barcode into a field and
submit the order to Remedy.  This form also has a table that shows the
orders issued in the last 10 minutes.  On the receiving form, the user
will again scan a barcode into a field, upon scan the order quantity and
expected delivery date are pulled into the form from the order record
created previously.  The user will be able to adjust the quantity and
date, if necessary , and then submit the receipt to Remedy.

 

Finally, the user should have the ability to print a receipt label that
will then accompany the product as it is processed.

 

I have attempted to fire active links on every possible firing
condition.  Return, button, gain focus, etc...  Nothing has worked.  We
have attempted various key combinations and configurations with the
scanner as well.  Again, the application just doesn't seem to recognize
any input from the scanner.  I am focusing on the logout item first,
figuring if I can get that to work, the other items should work as well.

 

Hopefully, this will be sufficient details.  If not, let me know.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joel D. Sender
Sent: Thursday, October 08, 2009 7:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-tier and Scanners

 

** ** 

Need some details: 

Are you using active links that fire on 'return' ?  (scanner appends a
 to each scan).

Are the active links not firing on MT?

 

Joel

***

Joel Sender

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Bill Myers
Sent: Thursday, October 08, 2009 2:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-tier and Scanners

 

Really basic stuff.  Enter data into 2 or 3 fields, submit the requests,
change from one form to another and logout.  There may be printing down
the road.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf
Sent: Thursday, October 08, 2009 5:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-tier and Scanners

 

** 

What kind of interaction are you looking for? Are you looking to just
submit requests or do you want to encompass all functions such as Query,
Submit, Modify, Delete? 

 

Tauf Chowdhury 

Analyst, Service Management

Office: 631.858.7765

Mobile:646.483.2779

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Bill Myers
Sent: Thursday, October 08, 2009 5:14 PM
To: arslist@ARSLIST.ORG
Subject: Mid-tier and Scanners

 

** 

Is it possible to have a scanner interact directly with a Remedy 7.1
mid-tier application.  The scanner we are using is a Symbol running IE
on WinCE 5.01.  We have the mid-tier application on the scanner display,
but, can't get any workflow to fire.  So far, we've not discovered a
scanner configuration or workflow setting that will work.

 

I've searched the archives and have seen where this subject is brought
up, but, no answer is provided.  At least that I could find.  BMC
support has been unable to provide any information.  Hopefully, the
answer doesn't involve more software.

 

ARS 7.1 patch 2 on Windows 2003 server

Oracle 10g on Linux

Mid-tier 7.1 - Apache/Tomcat on Windows 2003 server

 

Thanks!

 

Bill Myers

Remedy Developer

Datacraft Solutions, Inc.

bmy...@datacraftsolutions.net

(p) 919-667-9804

(f) 919-682-5986

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

[Guillaume Rheault]

I hope it would not end up being the next version of the RemedyWeb. That was a 
fiasco!

Guillaume

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of patrick zandi
Sent: Thu 10/08/09 10:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)
 
I would love to see it..

I hope something else fills the void prior.. Really I do ..

I think it is possible..  but I think it will end up being the same thing
java based...
We'll see !!

This will be fun !

On Thu, Oct 8, 2009 at 9:31 PM, Doug Blair  wrote:

> ** Patrick, Lisa et al,
> Actually the more I think about this the decision may be the best of many
> possible worlds.
>
> First, by the time the WUT disappears from the scene the range of supported
> browsers will be much larger, and faster, and more flexible. Already CHROME
> and other browsers offer tear-off tabs which would function just the same
> way multiple windows, or multiple instances, in the current WUT do today.
>  Time-out, cacheing and licensing issues are just configuration items that
> can be resolved in the 8 release or shortly thereafter.  In short, I think
> the user experience will be very similar.
>
> Second, just because BMC will take the WUT off the market (though they
> might decide to keep the legacy app alive for years as long as customers
> insist on using it) there doesn't seem to be anything that would stop an
> interested group of developers from creating a work-alike app that speaks to
> the published API.  There might be a market for it by the time they get it
> done. And goodness knows that BMC/Remedy historically has a much better
> attitude about allowing connections to their system from both in-house and
> vended products than other proprietary systems. Benefits of an API and all
> that...
>
> In fact, with the right style sheet, I'll bet you could draw a frame around
> a browser instance or embed it like a view field does, and most users
> couldn't discern significant difference. Heck, that's the way that my bank
> "app" works on iPhones isn't it?
>
> More familiar, generic interface -> more acceptance -> more users -> more
> work for people like us :-). Not so bad .
>
>
> Doug
>
>
> On Oct 7, 2009, at 10:53 PM, patrick zandi wrote:
>
> **
> Freedom is having the choice..
> If they remove the UT, Remedy will be eventually will be swallowed up and
> disappear by someone else.
> People like choices,
> I used to give my son choices,
>  you can have a bubble bath, or a regular bath.
> But ...  you are going to have a bath!
>
> If you dictate what the customer will like and have and not have it
> will disappear.
> Don't use your freedom and you will loose it..
>
> my .5 Cents
>
> On Mon, Oct 5, 2009 at 1:41 PM, Kemes, Lisa <
> lisa.ke...@tycoelectronics.com> wrote:
>
>> Another question are Views.  Right now we have our users set what view
>> they should be on in the RUT.  I guess this may be an addition we might have
>> to make on each User Preference form in the future?
>>
>>
>> Lisa
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList) [mailto:
>> arsl...@arslist.org] On Behalf Of Axton
>> Sent: Saturday, October 03, 2009 2:12 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)
>>
>>  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 <
>> john.sundb...@kineticdata.com> 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

Re: Email Forms?

[Brittain, Mark]

There may be a couple of reasons for this. At least under version 6.3 there is 
the Email Messages form but then there are three forms, association, 
attachment, attachment join, to handle the attachments.  I have mail pushed to 
a custom form and then gather the attachments into the attachment pool, link 
the custom email record to the appropriate ticket, and post the message of the 
email to the ticket work log. Sounds a little crazy but it works quite well. 
Users can also use the custom form to send emails, which again get posted to 
the ticket work log. The Email Messages form is not really user friendly.

System Email records and attachments I only retain for three days and then 
delete.  So I believe it takes the workload off the systems form.

Hope this helps
Mark


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Duncan McFarlane
Sent: Thursday, October 08, 2009 9:54 PM
To: arslist@ARSLIST.ORG
Subject: Email Forms?


Does anyone know why a consultant would create customized email forms for 
processing incoming emails?

I don't have a lot of experience with the email system and find it a bit 
confusing.  At first I thought maybe it was a requirement however the more I 
read the less it seems to be what is needed.

Thanks for any help anyone could be.

ITSM 7.0.2 Patch 005

AR Server 7.1.0 001

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ERROR: java.lang.NullPointerException

[mala b]

Hi,

When i try to open a form in web it's throwing the following error. please
help to overcome this.
ARS version 7.1, midtier 7.1


Error. The server encountered an unexpected condition which prevented it
from fulfilling the request.

java.lang.NullPointerException
at com.remedy.arsys.session.LoginServlet.doThePost(Unknown Source)
at com.remedy.arsys.session.LoginServlet.doRequest(Unknown Source)
at com.remedy.arsys.stubs.GoatHttpServlet.postInternal(Unknown Source)
at com.remedy.arsys.stubs.GoatHttpServlet.doGet(Unknown Source)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:743)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:856)
at 
com.newatlanta.servletexec.SERequestDispatcher.forwardServlet(SERequestDispatcher.java:638)
at 
com.newatlanta.servletexec.SERequestDispatcher.forward(SERequestDispatcher.java:236)
at 
com.newatlanta.servletexec.SERequestDispatcher.internalForward(SERequestDispatcher.java:283)
at 
com.newatlanta.servletexec.ApplicationInfo.processApplRequest(ApplicationInfo.java:1809)
at 
com.newatlanta.servletexec.ServerHostInfo.processApplRequest(ServerHostInfo.java:898)
at 
com.newatlanta.servletexec.ServletExec.ProcessRequest(ServletExec.java:1081)
at 
com.newatlanta.servletexec.ServletExec.ProcessRequest(ServletExec.java:963)
at 
com.newatlanta.servletexec.ServletExecService.processServletRequest(ServletExecService.java:167)
at 
com.newatlanta.servletexec.ServletExecService.Run(ServletExecService.java:204)
at 
com.newatlanta.servletexec.HttpServerRequest.run(HttpServerRequest.java:486)



Please mail me the solution or cause for this to the same id.

It will be help full if some body solves this problem.



Thanks,

Mala

Re: ARInside 3.0 Beta

[Misi Mladoniczky]

Hi,

In theory, it should be possible to leverege the modify-time of the server
objects to do an incremental update of the previous run.

All ARGetList*()-functions has a last-modify-date parameter, to allow
retrieval of changed objects.

You will also need to remove any objects that has been deleted.

This would be a really good improvement on performance.

I have not looked at the code (yet...) though.

Best Regards - Misi, RRR AB, http://www.rrr.se

Products from RRR Scandinavia:
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
* RRR|Translator - Manage and automate your language translations.
Find these products, and many free tools and utilities, at http://rrr.se.

> We ran it against a 7.1 and 7.5 server with Help Desk, SLA 6 and a ton of
> custom apps with no issue.  I didn't notice any change in performance.
> The
> batch file we use to kick it off logs the start and stop time.  It still
> averaged about 4.75 hours for both servers.
>
> It is much cleaner now with the default of not being verbose and the web
> service stuff looks great!
>
> Thanks for keeping this alive.
>
> Jason
>
> On Thu, Oct 8, 2009 at 1:04 PM, LJ Longwing  wrote:
>
>> Definitely good to hear.  We are apparently having issues with some 7.5
>> ITSM
>> that we are working on, but that's the only issue we have encountered
>> thus
>> far.  We have also added web service setfield input/output mapping
>> information, so you can now see what fields are mapped to what
>> elements
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList)
>> [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky
>> Sent: Thursday, October 08, 2009 1:37 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: ARInside 3.0 Beta
>>
>>  Fantastic work!!!
>>
>> It ran like a charm.
>>
>>Best Regards - Misi, RRR AB, http://www.rrr.se
>>
>> Products from RRR Scandinavia:
>> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
>> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy
>> logs.
>> * RRR|Translator - Manage and automate your language translations.
>> Find these products, and many free tools and utilities, at
>> http://rrr.se.
>>
>> > I'm pleased to announce the start of the 3.0 Beta for ARInside.
>> > Please head out to http://www.arinside.org/downloads to get the latest
>> > copy.
>> >
>> > Below you will find a list of the enhancements and bug fixes done thus
>> > far.
>> > We are working on getting this to be cross platform capable at some
>> > point as well.  Please log onto http://www.arinside.org/newticket to
>> > log any issues with the beta so we can get them fixed before we
>> > finalize anything.
>> >
>> > Enhancements
>> > Added support to parse 'Special Runprocess Commands' for form and
>> > field information Modified output of application to be brief, moved
>> > most output to the -v command line parameter Modified Selection Label
>> > display to properly display enumerated values Added granularity to
>> > containers inside containers, it now tells you what type of container
>> > it is (AL Guide, Packing List, etc) Field references in Indexes now
>> > link to the index page for the form Added full support for Date and
>> > TimeOfDay fields Optimized speed of the get server info from the
>> > server Added 'Status History' references where appropriate Added
>> > 'Error Handler' references Added Escalation Pool to the information
>> > displayed about an Escalation Added a new 'RunNotes' section to
>> > settings.ini to allow for run documentation Enhanced performance of
>> > setfield actions Added 'Hover' and 'Template' support Added 'Tooltip'
>> > message support Added 'Service' execute on support for Filters Added
>> > additional 7.1 and 7.5 AL Execute on conditions Upgraded API from
>> > 7.0.1 to 7.5 Added support for form settings of 'Entry Point',
>> > 'Archive', and 'Audit'
>> > Added enhanced options added with 7.1 release
>> >
>> > Defect Fixes
>> > when an Exclude list was specified, the exclude list itself was
>> > processed wasting time If Field ID was > 10 characters the app crashed
>> > Selection Fields with custom numbering weren't referencing in workflow
>> > references properly Menus specified in exclude list were still
>> > processed Visibility of fields in 'Change Field' actions wasn't
>> > processed properly 'Wait' and 'Goto' AL Actions weren't properly
>> > documented Default value of Integer was showing (null) when it should
>> > have been 0 Not all Server Info and field properties were being
>> > displayed properly 'Run Time' was not being calculated properly
>> > Corrected () placement in setfield if statements SQL Menu Labels were
>> > not displaying properly SQL Set Field actions from another server were
>> > displaying current server
>> >
>> >
>> > __
>> > _ UNSUBSCRIBE or

Re: Update Record and not change Modify Date

[Misi Mladoniczky]

Hi,

If not mapped, modify-/create-date will be set to $TIMESTAMP$ if you are
replacing or creating new records. If you are "updating old record with
new data", the timestamps will be left intact.

All system/required core-fields will need a value when stored in the
database. On updates, they allready have values.

Best Regards - Misi, RRR AB, http://www.rrr.se

Products from RRR Scandinavia:
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
* RRR|Translator - Manage and automate your language translations.
Find these products, and many free tools and utilities, at http://rrr.se.

> If you don't map the modified date when importing, will it update to
> 'current', or will it stay the same?...I always thought that if you didn't
> map the modified date, it would be updated with timestamp
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky
> Sent: Thursday, October 08, 2009 1:35 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Update Record and not change Modify Date
>
> Hi!
>
> You do not really have to edit the ARX-file...
>
> I would do create two ARX-files with the Request ID field only. One named
> notebook.arx and one named desktop.arx.
>
> Then I would do an "update old record with new record data" import using
> BMC
> Remedy Import.
>
> Just map the Request ID field and then hardcode the Category-field to the
> appropriate value, before doing the import.
>
> Make sure that the Category-field is the only field that needs to be
> updated!
>
> You might want to do a full ARX-export of all fields for backup purposes,
> if
> something goes wrong.
>
> Best Regards - Misi, RRR AB, http://www.rrr.se
>
> Products from RRR Scandinavia:
> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
> * RRR|Translator - Manage and automate your language translations.
> Find these products, and many free tools and utilities, at http://rrr.se.
>
>> If you export the records to ARX, modify the arx file, and then
>> re-import the file back in after the changes, you should be able to
>> get it done without the dates changing as long as you re-import it
>> with those fields mapped
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList)
>> [mailto:arsl...@arslist.org] On Behalf Of Sanford, Claire
>> Sent: Wednesday, October 07, 2009 11:44 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Update Record and not change Modify Date
>>
>> Other than going in the wrong way and doing it at the DB level, is
>> there a way for me to update/change 30K records without changing the
>> last modified name and date fields?
>>
>> We are starting to do things the right way and are making the
>> distinction between a Laptop and a Desktop Computer in an asset record.
>> So, I will have to go in and change the records to reflect a different
>> Category name.
>>
>>
>> Was: Computer
>> Will be: Desktop
>>
>> Was: Computer
>> Will be: Notebook
>>
>> ARS 6.3 Patch 18
>> HD 6.0
>> Oracle 10.2.0.4.0 w/9 libraries
>> Oracle lives on a remote server
>> Windows 2003 4 gig on app server and 8 gig on DB server
>>
>>
>> Claire Sanford
>> Information Systems Division
>> Memorial Hermann Healthcare System
>> Phone: 713 448 6035
>> claire.sanf...@memorialhermann.org
>>
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>>
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