Re: installation problem of ARSystem 7.5

2009-10-30 Thread Alexander V. Doronin 

Hi!

is myremotehost is your PC with X-server running ?

--
Best regards!
Alexander V. Doronin
doro...@jet.msk.su



29.10.2009, в 12:41, siriche написал(а):


just to give a bit more on this issue:
I have set DISPLAY myremotehost:0
I have also tried with myremotehost:0.0
and localhost:0.0

Maybe it has nothing to do with the DISPLAY but I get this when I  
run the

installer
Launching installer...

Listening for transport dt_socket at address: 12333
Invocation of this Java Application has caused an  
InvocationTargetException.

This application will now exit. (LAX)

Stack Trace:
java.lang.NoClassDefFoundError
   at java.lang.Class.forName0(Native Method)
   at java.lang.Class.forName(Unknown Source)
   at java.awt.GraphicsEnvironment.getLocalGraphicsEnvironment 
(Unknown

Source)
   at java.awt.Window.init(Unknown Source)
   at java.awt.Window.(Unknown Source)
   at java.awt.Frame.(Unknown Source)
   at java.awt.Frame.(Unknown Source)
   at javax.swing.JFrame.(Unknown Source)
   at com.zerog.ia.installer.LifeCycleManager.g(DashoA10*..)
   at com.zerog.ia.installer.LifeCycleManager.h(DashoA10*..)
   at com.zerog.ia.installer.LifeCycleManager.a(DashoA10*..)
   at com.zerog.ia.installer.Main.main(DashoA10*..)
   at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
   at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source)
   at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown  
Source)

   at java.lang.reflect.Method.invoke(Unknown Source)
   at com.zerog.lax.LAX.launch(DashoA10*..)
   at com.zerog.lax.LAX.main(DashoA10*..)
This Application has Unexpectedly Quit: Invocation of this Java  
Application
has caused an InvocationTargetException. This application will now  
exit.

(LAX)

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Re: installation problem of ARSystem 7.5

2009-10-30 Thread siriche 
yes myremotehost is my PC.
But actually I think the problem comes from the fact, there is no X-Server
running on the server.
Which makes it difficult for the box to open up a x-window.
So I am just waiting for my sys admin to install or start the x-server.
But thanks anyway for your reply.
Siriche

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Re: Complicated Crystal Report

2009-10-30 Thread Matt Worsdell 
Agreed, you can also use the Suppress functionality to tidy the report where
no information is returned.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Frank Caruso
Sent: 30 October 2009 5:30 AM
To: arslist@ARSLIST.ORG
Subject: Re: Complicated Crystal Report

I think you will find using sub-reports in Crystal will be your best
friend for this type of reporting. Print the details of the change
record first and then use a sub-report for each section:worklogs,
approvers, tasks, assets, etc...



On Fri, Oct 30, 2009 at 8:19 AM, Alexander Straph 
wrote:
> To all Crystal Report Developers out there.
>
> I have been tasked to create what appears to be a very complicated report
for a client using 7.0.
>
> They want to display a crystal report of a single Change Record.  However,
the problem is that they want this report to display the following:
>
> 1) information of the assets of the attached to the change (not just the
info on the association record, they are looking for the product
categorization of these assets)
> 2) all of the worklogs attached to the change
> 3) all of the approvers attached to this change
> 4) all of the tasks attached to this change.
>
> I know that there are join forms between Change-Association,
Change-Worklog, and Change-Approver.  I haven't been able to find the one
for Change-Task but I think its there.
>
> Initially, I was thinking of combining the four joins into one join form
containing a few fields from each of the other 4.  But this poses a problem
trying to "group" the entries.  I know that Change ID will likely have to be
the "main" group, but how to split all the association, worklog, approver,
and task data into their own "subgroups"?  Does anyone else have an
alternate approach rather than the "superjoin"?
>
> As for trying to add information regarding Asset Categorization, I figure
adding the categorization fields to the CHG:Association form and having
workflow populate may do the trick, then bringing those fields into the
Change-Association Join, unless anyone has a better idea on how to do this.
>
>
>      __
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Re: Is there a RUT Client for Windows 7 64 Bit

2009-10-30 Thread Robert Fults 
I installed WUT on Windows 7 x64 with no issues.  Just use the troubleshoot 
compatibility option when you right-click the installer.  It should install in 
compatibility mode for Windows XP SP2 and will run fine.

Sincerely,

Robert Fults
Coordinator, UTS Support Center
Florida International University
http://uts.fiu.edu

From: strauss [mailto:stra...@unt.edu]
Sent: Thursday, October 29, 2009 7:26 PM
Subject: Re: Is there a RUT Client for Windows 7 64 Bit

**
I did a clean install of the 7.5.00.003 clients (User Tool, Developer Studio, 
Migrator) on Windows 7 Ultimate x64 (running under Parallels 4.0 on MacBook Pro 
OS X 10.6.1) without any errors.  All of them connected to my 7.5.00.003 server 
without any problems, and Migrator cached the server as it should.  All three 
do wildly different variations on where they put their User Tool ini and log 
files, workspaces, and cache files; no consistency there, so you will have to 
hunt around to see where your user files are being stored.

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 Matt Worsdell
Sent: Thursday, October 29, 2009 5:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: Is there a RUT Client for Windows 7 64 Bit

**
I had the 7.5 clients installed on 64 bit vista, and just recently upgraded to 
Windows 7 without a problem. I've not tried a clean install though.

Matt

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: 29 October 2009 9:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: Is there a RUT Client for Windows 7 64 Bit

**
Also note that the Remedy User client is not supported on 64-bit desktop 
operating systems - only 32-bit.  For users on 64-bit desktop operating 
systems, BMC supports using a supported browser and utilizing the web client.

It may work for you on 64-bit operating systems - I'm not saying it doesn't.  
Just pointing out it is unsupported as per the compatibility matrix.

Also note that Windows 7 is only supported on AR System 7.5.00.  There are no 
plans to "grandfather" support back to AR System 7.1.00.


-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 Matt Reinfeldt
Sent: Thursday, October 29, 2009 1:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Is there a RUT Client for Windows 7 64 Bit

**
Jase,

You'll probably need to load it in XP Compatibility Mode (check here: 
http://www.microsoft.com/windows/virtual-pc/download.aspx ).

Good luck,

Matt R.

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Jase Brandon
Sent: Thursday, October 29, 2009 2:56 PM
To: arslist@ARSLIST.ORG
Subject: Is there a RUT Client for Windows 7 64 Bit

** Hello All,
Our company has decided to start evaluating Windows 7. I just tried to install 
7.1 Patch 002 and got the "operating system not supported" error.
Has anyone tested this yet with windows 7?

Thanks,

Jase Brandon
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Re: Is there a RUT Client for Windows 7 64 Bit

2009-10-30 Thread Tommy Morris 
After you install User 7.5 p3 go check out the new Asset Management
Console. You may be surprised by the functionality *tongue-in-cheek*

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Robert Fults
Sent: Friday, October 30, 2009 7:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: Is there a RUT Client for Windows 7 64 Bit

 

** 

I installed WUT on Windows 7 x64 with no issues.  Just use the
troubleshoot compatibility option when you right-click the installer.
It should install in compatibility mode for Windows XP SP2 and will run
fine.

 

Sincerely,

 

Robert Fults

Coordinator, UTS Support Center

Florida International University

http://uts.fiu.edu

 

From: strauss [mailto:stra...@unt.edu] 
Sent: Thursday, October 29, 2009 7:26 PM
Subject: Re: Is there a RUT Client for Windows 7 64 Bit

 

** 

I did a clean install of the 7.5.00.003 clients (User Tool, Developer
Studio, Migrator) on Windows 7 Ultimate x64 (running under Parallels 4.0
on MacBook Pro OS X 10.6.1) without any errors.  All of them connected
to my 7.5.00.003 server without any problems, and Migrator cached the
server as it should.  All three do wildly different variations on where
they put their User Tool ini and log files, workspaces, and cache files;
no consistency there, so you will have to hunt around to see where your
user files are being stored.

 

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 Matt Worsdell
Sent: Thursday, October 29, 2009 5:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: Is there a RUT Client for Windows 7 64 Bit

 

** 

I had the 7.5 clients installed on 64 bit vista, and just recently
upgraded to Windows 7 without a problem. I've not tried a clean install
though.

 

Matt

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: 29 October 2009 9:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: Is there a RUT Client for Windows 7 64 Bit

 

** 

Also note that the Remedy User client is not supported on 64-bit desktop
operating systems - only 32-bit.  For users on 64-bit desktop operating
systems, BMC supports using a supported browser and utilizing the web
client.

 

It may work for you on 64-bit operating systems - I'm not saying it
doesn't.  Just pointing out it is unsupported as per the compatibility
matrix.

 

Also note that Windows 7 is only supported on AR System 7.5.00.  There
are no plans to "grandfather" support back to AR System 7.1.00.

 

 

-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 Matt Reinfeldt
Sent: Thursday, October 29, 2009 1:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Is there a RUT Client for Windows 7 64 Bit

 

** 

Jase,

 

You'll probably need to load it in XP Compatibility Mode (check here:
http://www.microsoft.com/windows/virtual-pc/download.aspx ).

 

Good luck,

 

Matt R.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jase Brandon
Sent: Thursday, October 29, 2009 2:56 PM
To: arslist@ARSLIST.ORG
Subject: Is there a RUT Client for Windows 7 64 Bit

 

** Hello All,
Our company has decided to start evaluating Windows 7. I just tried to
install 7.1 Patch 002 and got the "operating system not supported"
error.
Has anyone tested this yet with windows 7?

Thanks,

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

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Are"_ 

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Are"_ 

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Re: [SPAM] Re: Developer Studio issue - auto grouping of qualification criteria

2009-10-30 Thread Guillaume Rheault 
Me too, that would be ideal

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of LJ Longwing
Sent: Thu 10/29/09 5:32 PM
To: arslist@ARSLIST.ORG
Subject: [SPAM]  Re: Developer Studio issue - auto grouping of qualification 
criteria
 
I can certainly see that argument :) 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky
Sent: Thursday, October 29, 2009 3:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Developer Studio issue - auto grouping of qualification
criteria

Hi,

I agree, but why settle for the way AR Admin did it?

I think that ALL unnecessary brackets should be removed. I want to see
brackets only where they make a difference!

The "normal" way:
('Field 1' != $NULL$ AND 'Field 2' != $NULL$ AND 'Field 3' != $NULL$ AND
'Field 4' != $NULL$) OR 'Field 5' != $NULL$

AR Admin:
(('Field 1' != $NULL$) AND ('Field 2' != $NULL$) AND ('Field 3' != $NULL$)
AND ('Field 4' != $NULL$)) OR ('Field 5' != $NULL$)

DevStudio:
'Field 1' != $NULL$) AND ('Field 2' != $NULL$)) AND ('Field 3' !=
$NULL$)) AND ('Field 4' != $NULL$)) OR ('Field 5' != $NULL$)

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.

> Not that I condone the practice, but I understand how it's doing 
> it...this goes back to the discussion regarding how to parse a 
> qualification.  The 'dev studio way' is how ARInside has always parsed 
> the qualification.  It takes the left and right operand and puts 
> brackets around them, then it parses again, and puts brackets around 
> left and right again, over and over till it hits the individual
qualifications.  it's significantly 'easier'
> from a programming standpoint to do that than it is to do it the way 
> Admin tool used to do itbut I agree it makes it significantly 
> harder to read.
> I would say we need to open defects against the DevStudio and get it 
> fixed.
>
>   _
>
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
> Sent: Thursday, October 29, 2009 8:03 AM
> To: arslist@ARSLIST.ORG
> Subject: Developer Studio issue - auto grouping of qualification 
> criteria
>
>
> **
>
> DevStudio is a great revolutionary tool compared to the good ol' Admin 
> tool, but there is something that the Admin Tool is better at, by not 
> doing it:
> the automatic grouping of qualification statements. Let me explain. 
> When setting a qualification, whether for an active link , filter or 
> table field qualification, or any qualification, DevStudio "over" 
> groups the statements to the point where it is harder to see what it 
> is.
>
> So for instance in the Admin tool, you can have this qualification:
>
> (('Field 1' != $NULL$) AND ('Field 2' != $NULL$) AND ('Field 3' != 
> $NULL$) AND ('Field 4' != $NULL$)) OR ('Field 5' != $NULL$)
>
> In DevStudio, this becomes:
>
> 'Field 1' != $NULL$) AND ('Field 2' != $NULL$)) AND ('Field 3' !=
> $NULL$)) AND ('Field 4' != $NULL$)) OR ('Field 5' != $NULL$)
>
> Notice the extra brackets.
>
> This qualification is very simple, but as you can see it is more 
> difficult to figure it out in DevStudio than the  Admin tool because 
> of the extra brackets. With complex qualifications, this becomes a 
> real annoyance that really gets in the way of the developer, specially 
> because the auto-grouping is done even before saving the active link, 
> filter, table field, etc. This problem is magnified when dealing with 
> the ITSM workflow, to the point that I find myself copying and pasting 
> qualifications in Notepad to strip the extra brackets to be able to 
> understand the qualification this is not good.
>
> This problem really needs to be fixed, or at least provide the end 
> user with the option to turn this "feature" on or off. IMO, it should 
> be off, so DevStudio behaves the same way As the Admin tool by 
> default. So far it seems there is no option to turn this off, but if 
> somebody knows a way, please let us know
>
> Guillaume
>
>
>
>
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Re: Incident IDs in 7.5 (and I assume 7.6)

2009-10-30 Thread Kelly Deaver 
**
NO, the _CAL_ is how you can tell the sample data provided by BMC. We wanted to be sure you could tell the difference in case you wanted to delete it. 
You can see all the data in spreadsheet form here - http://communities.bmc.com/communities/docs/DOC-6209
 
Kelly DeaverEffective Technologieswww.effect-tech.comkdea...@kellydeaver.com (ARSlist mail)ke...@effect-tech.com (Business mail)
 
 

 Original Message Subject: Re: Incident IDs in 7.5 (and I assume 7.6)From: Matt Worsdell Date: Tue, October 27, 2009 12:34 pmTo: arslist@ARSLIST.ORG** 



Howard
 
Look under Foundation>Advanced Options>System Settings. I believe it uses the abbreviation on the Company form.
 
Matt
 

From:Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Howard RichterSent: 27 October 2009 5:21 PMTo: arslist@ARSLIST.ORGSubject: Incident IDs in 7.5 (and I assume 7.6)
 
** 

Good morning, afternoon and evening all,

 

I was playing with my 7.5 install and found some incidents IDs that are INC_CAL_116 and not the normal INC0021. I assume that the CAL are the first three letters in the company name Calbro Services.. If I am correct, then is this a new setting and if so how?

 

Take care,

 

Howard-- Howard RichterRed Hat Certified TechnicianCompTIA Linux+ CertifiedITIL Foundation Certified E-Mail = hbr4...@gmail.comLinkedIn Profile = "" href="http://www.linkedin.com/in/hbr4270" target=_blank>http://www.linkedin.com/in/hbr4270
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Re: Is there a RUT Client for Windows 7 64 Bit

2009-10-30 Thread strauss 
I haven't gotten the apps loaded on my 7.5.00.003 server yet, and we don't have 
Asset Management licensed or installed, but I think I see what you mean.  I 
have (or had) the 7.5.00.002 Atrium Core Console working properly on my 
upgraded server on a Vista workstation with the 7.5.00.002 User Tool, and also 
in the mid-tier.  After upgrading the User Tool to Patch 003, the Atrium Core 
Console no longer loads at all - just a big blank white box.  However, I think 
part of the problem is Internet Exploder 8.0 - after I logged in to the 
mid-tier which still successfully loaded the Atrium Core Console, and then went 
back to the User Tool, it loaded the Console properly as well.  Which takes me 
back to my original statements last week or two on the end of life of the User 
Tool; the weak link is the browser.  Anyone who hitches their wagon to web 
browsers as a primary client will find they are depending on a three legged 
horse for transportation.  Web browsers are NOT a robust technology.

BTW, when you go to any other workstation to try to get into the Atrium Core 
Console, you will normally get the "Authentication Error - Send Failed" dialog 
and go no further.  It is a problem with the default configuration for IE 7 and 
IE 8 (which means ALL of your Windows-based users will get to experience it).  
Safari doesn't have the problem - the console loads just fine (Mac or Windows). 
 Don't know about Firefox - I never install it much less use it.

So the Atrium Core Console fails to load, at least at first.  Is there 
something else wrong on the Asset Management Console (since we can't try it)??

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 Tommy Morris
Sent: Friday, October 30, 2009 8:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Is there a RUT Client for Windows 7 64 Bit

**
After you install User 7.5 p3 go check out the new Asset Management Console. 
You may be surprised by the functionality *tongue-in-cheek*

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Robert Fults
Sent: Friday, October 30, 2009 7:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: Is there a RUT Client for Windows 7 64 Bit

**
I installed WUT on Windows 7 x64 with no issues.  Just use the troubleshoot 
compatibility option when you right-click the installer.  It should install in 
compatibility mode for Windows XP SP2 and will run fine.

Sincerely,

Robert Fults
Coordinator, UTS Support Center
Florida International University
http://uts.fiu.edu

From: strauss [mailto:stra...@unt.edu]
Sent: Thursday, October 29, 2009 7:26 PM
Subject: Re: Is there a RUT Client for Windows 7 64 Bit

**
I did a clean install of the 7.5.00.003 clients (User Tool, Developer Studio, 
Migrator) on Windows 7 Ultimate x64 (running under Parallels 4.0 on MacBook Pro 
OS X 10.6.1) without any errors.  All of them connected to my 7.5.00.003 server 
without any problems, and Migrator cached the server as it should.  All three 
do wildly different variations on where they put their User Tool ini and log 
files, workspaces, and cache files; no consistency there, so you will have to 
hunt around to see where your user files are being stored.

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 Matt Worsdell
Sent: Thursday, October 29, 2009 5:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: Is there a RUT Client for Windows 7 64 Bit

**
I had the 7.5 clients installed on 64 bit vista, and just recently upgraded to 
Windows 7 without a problem. I've not tried a clean install though.

Matt

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: 29 October 2009 9:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: Is there a RUT Client for Windows 7 64 Bit

**
Also note that the Remedy User client is not supported on 64-bit desktop 
operating systems - only 32-bit.  For users on 64-bit desktop operating 
systems, BMC supports using a supported browser and utilizing the web client.

It may work for you on 64-bit operating systems - I'm not saying it doesn't.  
Just pointing out it is unsupported as per the compatibility matrix.

Also note that Windows 7 is only supported on AR System 7.5.00.  There are no 
plans to "grandfather" support back to AR System 7.1.00.


-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

Liveperson integration

2009-10-30 Thread Robert Fults 
Has anyone here ever done an integration with Liveperson Live Chat?  Curious if 
there was anything out there already so I don't have to reinvent the wheel.

Sincerely,

Robert Fults
Coordinator, UTS Support Center
Florida International University
Email: rfu...@fiu.edu
http://uts.fiu.edu


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Re: Is there a RUT Client for Windows 7 64 Bit

2009-10-30 Thread Tommy Morris 
Actually I think that you are seeing a caching issue with the user tool.
I raised his as a bug that could be duplicated by BMC. They sent me a
hotfix.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Friday, October 30, 2009 9:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Is there a RUT Client for Windows 7 64 Bit

 

** 

I haven't gotten the apps loaded on my 7.5.00.003 server yet, and we
don't have Asset Management licensed or installed, but I think I see
what you mean.  I have (or had) the 7.5.00.002 Atrium Core Console
working properly on my upgraded server on a Vista workstation with the
7.5.00.002 User Tool, and also in the mid-tier.  After upgrading the
User Tool to Patch 003, the Atrium Core Console no longer loads at all -
just a big blank white box.  However, I think part of the problem is
Internet Exploder 8.0 - after I logged in to the mid-tier which still
successfully loaded the Atrium Core Console, and then went back to the
User Tool, it loaded the Console properly as well.  Which takes me back
to my original statements last week or two on the end of life of the
User Tool; the weak link is the browser.  Anyone who hitches their wagon
to web browsers as a primary client will find they are depending on a
three legged horse for transportation.  Web browsers are NOT a robust
technology.

 

BTW, when you go to any other workstation to try to get into the Atrium
Core Console, you will normally get the "Authentication Error - Send
Failed" dialog and go no further.  It is a problem with the default
configuration for IE 7 and IE 8 (which means ALL of your Windows-based
users will get to experience it).  Safari doesn't have the problem - the
console loads just fine (Mac or Windows).  Don't know about Firefox - I
never install it much less use it.

 

So the Atrium Core Console fails to load, at least at first.  Is there
something else wrong on the Asset Management Console (since we can't try
it)??

 

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 Tommy Morris
Sent: Friday, October 30, 2009 8:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Is there a RUT Client for Windows 7 64 Bit

 

** 

After you install User 7.5 p3 go check out the new Asset Management
Console. You may be surprised by the functionality *tongue-in-cheek*

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Robert Fults
Sent: Friday, October 30, 2009 7:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: Is there a RUT Client for Windows 7 64 Bit

 

** 

I installed WUT on Windows 7 x64 with no issues.  Just use the
troubleshoot compatibility option when you right-click the installer.
It should install in compatibility mode for Windows XP SP2 and will run
fine.

 

Sincerely,

 

Robert Fults

Coordinator, UTS Support Center

Florida International University

http://uts.fiu.edu

 

From: strauss [mailto:stra...@unt.edu] 
Sent: Thursday, October 29, 2009 7:26 PM
Subject: Re: Is there a RUT Client for Windows 7 64 Bit

 

** 

I did a clean install of the 7.5.00.003 clients (User Tool, Developer
Studio, Migrator) on Windows 7 Ultimate x64 (running under Parallels 4.0
on MacBook Pro OS X 10.6.1) without any errors.  All of them connected
to my 7.5.00.003 server without any problems, and Migrator cached the
server as it should.  All three do wildly different variations on where
they put their User Tool ini and log files, workspaces, and cache files;
no consistency there, so you will have to hunt around to see where your
user files are being stored.

 

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 Matt Worsdell
Sent: Thursday, October 29, 2009 5:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: Is there a RUT Client for Windows 7 64 Bit

 

** 

I had the 7.5 clients installed on 64 bit vista, and just recently
upgraded to Windows 7 without a problem. I've not tried a clean install
though.

 

Matt

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: 29 October 2009 9:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: Is there a RUT Client for Windows 7 64 Bit

 

** 

Also note that the Remedy User client is not supported on 64-bit desktop
operating systems - only 32-bit.  For users on 64-bit desktop operating
systems, BMC supports using a supported browser and utilizing the web
client.

 

It may work for you on 64-bit operating systems - I'm not saying it
doesn't.  Just pointing out it is unsupported as per the compatibility
matrix.

 

Also note that Windows 7 is only supported on AR System 7.5.00.  There
are no plans to "grandfa

Incident permissions problem...

2009-10-30 Thread Copits . Richard 
We're seeing a problem in the ITSM incident application that is very
puzzling and hopefully someone here can shed some
light on what we should be looking for.
 
The problem seems to be that we have users who need to be able to save
tickets, reassign tickets and edit/update them.
We've set them up initially as "incident users" but have had to elevate
them to "incident master" to let them be able to
do these tasks. In some cases we've had to elevate them even higher.
This seems to happen with either fixed or floating
licenses.
 
Any helpsuggestions to checkmanuals to read would be
appreciated.
 
AR 7.5 patch 2
Incident 7.5
SQL 2005
Windows 2003 R2
 


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Re: Liveperson integration

2009-10-30 Thread Kelly Gatewood 
Robert,

This is the tool that I would recommend:

http://www.my-eservice.com/services.shtml

Thanks

Kelly Gatewood
Senior Solutions Architect
IT Prophets
Cell 615-830-5078
www.itprophets.com
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Robert Fults
Sent: Friday, October 30, 2009 9:56 AM
To: arslist@ARSLIST.ORG
Subject: Liveperson integration

**
Has anyone here ever done an integration with Liveperson Live Chat?  Curious if 
there was anything out there already so I don't have to reinvent the wheel.

Sincerely,

Robert Fults
Coordinator, UTS Support Center
Florida International University
Email: rfu...@fiu.edu
http://uts.fiu.edu

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Discovery Soltuion 8.0 released (ADDM)

2009-10-30 Thread Tony Worthington 
On the EPD site.  It appears to be the Tideway product.

Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com

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Re: Incident IDs in 7.5 (and I assume 7.6)

2009-10-30 Thread Howard Richter 
Kelly,

Thanks. Though I was hoping for a new option that would be very helpful for
some of the customers I have worked with.

Howard

On Fri, Oct 30, 2009 at 10:44 AM, Kelly Deaver wrote:

> **
> NO, the _CAL_ is how you can tell the sample data provided by BMC. We
> wanted to be sure you could tell the difference in case you wanted to delete
> it.
> You can see all the data in spreadsheet form here -
> http://communities.bmc.com/communities/docs/DOC-6209
>
> Kelly Deaver
> Effective Technologies
> www.effect-tech.com
>
> kdea...@kellydeaver.com (ARSlist mail)
> ke...@effect-tech.com (Business mail)
>
>
>
>   Original Message 
> Subject: Re: Incident IDs in 7.5 (and I assume 7.6)
> From: Matt Worsdell 
> Date: Tue, October 27, 2009 12:34 pm
> To: arslist@ARSLIST.ORG
>
> **
>  Howard
>
> Look under Foundation>Advanced Options>System Settings. I believe it uses
> the abbreviation on the Company form.
>
> Matt
>
>  *From:*Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Howard
> Richter
> *Sent:* 27 October 2009 5:21 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Incident IDs in 7.5 (and I assume 7.6)
>
> **
>   Good morning, afternoon and evening all,
>
>  I was playing with my 7.5 install and found some incidents IDs that are
> INC_CAL_116 and not the normal INC0021. I assume that the CAL
> are the first three letters in the company name Calbro Services.. If I am
> correct, then is this a new setting and if so how?
>
>  Take care,
>
>  Howard
>
> --
> Howard Richter
> Red Hat Certified Technician
> CompTIA Linux+ Certified
> ITIL Foundation Certified
> E-Mail = hbr4...@gmail.com
> LinkedIn Profile = http://www.linkedin.com/in/hbr4270
>  _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_
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> Are"_
>
>  _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_
>



-- 
Howard Richter
Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified
E-Mail = hbr4...@gmail.com
LinkedIn Profile = http://www.linkedin.com/in/hbr4270

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Re: Email Engine Unicode?

2009-10-30 Thread Kemes, Lisa 
I'm going to have someone from Asia/Pac try it as well to see if they get the 
same results...


Lisa




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa
Sent: Thursday, October 29, 2009 2:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email Engine Unicode?

**
Sorry, I sent my version in another email, but it got lost.

ARS 7.1 p7
Oracle
Windows 2003
Email Engine 7.1 p7 as well.

The Chinese characters are in the Plain Text Body tab of the AR System Email 
Messages record.  (of course I can only see the Chinese characters when I'm in 
the Mid Tier and not on the client)  :)

This has me perplexed!


Lisa




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Wednesday, October 28, 2009 10:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email Engine Unicode?

**
In the Email Messages form are the inbound Chinese characters in the Plain Text 
Body or the HTML body?  Also what version ARS and database (and did you install 
with Chinese Unicode support)?

Fred

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa
Sent: Tuesday, October 27, 2009 1:26 PM
To: arslist@ARSLIST.ORG
Subject: Email Engine Unicode?

**
We have people that create tickets by creating an email and sending to our 
system.

i.e (this is just a portion).  I've X'd out the sensitive info….

Schema: Log Call
Server: XXX.com
Login: XXX
Password: X
Action: Submit
Call Type !536870992!: REQUEST
Priority !630100050!: PR6
Network ID* !630100045!: US052825
Building !536870943!: 161
Details !630100060!: Test for Unicode.  泰科电子资讯系统联络人

When they send this to our system, the AR System Email Messages INBOUND email 
message shows the Chinese Characters, but when the data is pushed over into the 
Log Call form, the Chinese Characters are turned into ??'s.

Is this something that we can fix?  It seems like it's breaking down when they 
email is getting parsed and moved into the Log Call form.


Lisa Kemes
AR System Developer
Tyco Electronics
717-810-2408 tel
717-810-2124 fax
lisa.ke...@tycoelectronics.com




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Re: ARS 7.5 Installer

2009-10-30 Thread jham36 
I did some testing with the 7.5 patch 001 WUT installer.  Since we
have installed the 7.1 WUT to c:\program files\Remedy, I was looking
to be able to upgrade/update the existing install.  The installer,
both manual and scripted, allow you to specify an installation
directory.  What you DO NOT have the option of omitting is the "User"
sub-directory that is appended and installed to.  So, if I tell the
7.5 installer to install the WUT to c:\program files\Remedy (to
upgrade the existing install), it will install to c:\program files
\Remedy\User and leave me with both the 7.1 and 7.5 installs.  I have
not tested with the 7.5 patch 003 installer yet, but I would assume it
behaves the same way.  This is going to be an issue for us when we
upgrade to 7.5.

James

On Oct 29, 2:19 pm, strauss  wrote:
> I had inconsistent behavior with that... probably back on patch 001.  I am 
> testing with 003 now, and will have to test some different scenarios to see 
> if it will do a better job of spot maintenance.
>
> The other "exciting feature" I hit (patch 003) was that if you select 
> overwrite database (there was an old ARSystem db on the remote SQL Server), 
> the installer issued a drop command for the database (normal behavior), and 
> then issued a drop command for the domain\user account that I had entered as 
> the SQL Server account (Windows authentication to SQL Server), and then it 
> was no longer able to connect to the SQL Server using that account (DUH!) to 
> create the new ARSystem db.  Support hasn't been able to explain that bizarre 
> behavior yet, but it is definitely fatal to your installation.
>
> Christopher Strauss, Ph.D.
> Call Tracking Administration Manager
> University of North Texas Computing & IT Centerhttp://itsm.unt.edu/
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
> Sent: Thursday, October 29, 2009 12:39 PM
> To: arsl...@arslist.org
> Subject: Re: ARS 7.5 Installer
>
> **
>
> Can't you only select the Email engine, so that is the only thing that gets 
> installed?
>
> Guillaume
>
> -Original Message-
> From: Action Request System discussion list(ARSList) on behalf of strauss
> Sent: Thu 10/29/09 1:16 PM
> To: arsl...@arslist.org
> Subject: ARS 7.5 Installer
>
> 
>
> Is it just me, or are any of you having problems with the new ARS 7.5 
> monolithic installer?  It is an all or nothing kind of approach that makes 
> upgrades and repairs a lot more hazardous and unreliable since you can no 
> longer work on just the one problem service (AREmail is the primary culprit 
> here) without running an install against the entire ARS system.  In 7.1 and 
> earlier we have always had trouble with the AREmail module - it is one of the 
> services that seldom upgraded correctly, usually losing its ability to 
> connect to MAPI properly and requiring you to uninstall it, wipe all traces 
> of it from the file system and registry, and reinstall it.  I haven't figured 
> out any way to do that with the monolithic suite installer without "touching" 
> the entire installation.  Someone somewhere must have thought that a single 
> suite installer would be simpler to work with, but in practice it makes a 
> nightmare out of troubleshooting and reinstalling a particular problem 
> service (and AREMail after 4.x has always been a "problem" service - witness 
> the open issue I have had with our production AREmail system crashing on 7.1 
> since June 2008, still unresolved).  It also means that any run of the 
> installer takes WAY longer since you have to go through every dialog even 
> though 90% are irrelevant to what you want to do, and reenter passwords all 
> along the way for things you didn't need to work on, or now they will STOP 
> working.  The suite installer might make sense for a new install of a fresh 
> system - ONCE.  After that, you still need individual service 
> uninstall-reinstall capability.
>
> Part of my frustration is from trying to troubleshoot two 7.5 systems, one 
> upgraded from 7.1 and one a fresh install, neither of which can successfully 
> run the AREmail service and send out mail.
>
> The same complaint applies when working on a web server, but you are 
> generally in a more limited environment with only mid-tier and flashboards 
> installed.  Upgrading the 7.x mid-tier by installer historically trashes your 
> integration to crystal reports, making it necessary to uninstall it and 
> install a fresh instance in order to get it working again.  The monolithic 
> installer gets in the way here too, just not as much (and not as high-risk) 
> because only mid-tier and flashboards are typically on the web server.
>
> 
>
> BTW, the 7.5 installer still prompts for account, password, and domain for 
> Email like it always did (5.x, 6.x, 7.0, 7.1), but no longer concatenates 
> domain\account to use when creating the Remedy Email Engine service (so it 
> fails to do so in our environment).   You have to enter

Re: how to cancel an open ticket

2009-10-30 Thread Ken Pritchard 
It's usually a sub-status under closed.  Ie they select closed and a field
will display for 'closure code'.  There should be an option there for
canceled.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of kiran
Sent: Friday, October 30, 2009 1:30 PM
To: arslist@ARSLIST.ORG
Subject: how to cancel an open ticket

 

** 

Hi Listers,

 

Can anyone suggest me how an end user could cancel an open ticket in ars 6.3

 

Regards,

Kiran

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Multi-group question

2009-10-30 Thread Brittain, Mark 
Hi All and Happy Halloween,

I have an interesting situation with email under a row level security 
environment.

I have row level security (112) of either YES or NO.
User A belongs to the HelpDesk and YES groups.
User B belongs to the HelpDesk and NO groups.

When I assign a ticket to the HelpDesk group an email is sent to all group 
members. If the value in field ID 112  of the ticket is YES, will USER B get an 
email?

ARS 6.3 patch 20

Thanks
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.
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User form vs People form.

2009-10-30 Thread Raj 
Hello All,
Want to understand the differences between people form vs user form.
I know user form for ARS and people form is for ITSM.
for every login/access details entered in people form will create a
record in user form. but if not then people record will exist but no
user record . so people form will have more records than user form ?
want to know which will have more records and why, does it depend on
the company?
Where can I find these details ?

Thanks,
Raj

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LDAP Question

2009-10-30 Thread Brittain, Mark 
Happy Halloween,

We use Active Directory to authenticate and new servers are being brought 
online.  Everything else being the same, looking in the configuration manual, 
all I need to do is change the Host Name in the AREA LDAP Configuration Form.  
If I make the change there, do I need to restart the server? Are there any 
other changes that need to be made? If so, where and in what order?

Thanks
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.
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Re: LDAP Question

2009-10-30 Thread Tommy Morris 
Restart the AR Service because the information needs to push to your
AR.cfg file which will rebuild and load on a restart.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Brittain, Mark
Sent: Friday, October 30, 2009 1:50 PM
To: arslist@ARSLIST.ORG
Subject: LDAP Question

 

** 

Happy Halloween,

 

We use Active Directory to authenticate and new servers are being
brought online.  Everything else being the same, looking in the
configuration manual, all I need to do is change the Host Name in the
AREA LDAP Configuration Form.  If I make the change there, do I need to
restart the server? Are there any other changes that need to be made? If
so, where and in what order?

 

Thanks

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. 

 

 

    

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Re: User form vs People form.

2009-10-30 Thread Roger Justice 
If you use the concept of the People form being a customer list that 
does not need to log into the application and the User form being a 
list of individuals that need to log into the application you know the 
difference. There is only one User Demo that does not have a people 
entry. As soon as you start populting people and not providing a login 
ID on the people form then People entries will be grater in number than 
User.



-Original Message-
From: Raj 
To: arslist@ARSLIST.ORG
Sent: Fri, Oct 30, 2009 2:46 pm
Subject: User form vs People form.



Hello All,
Want to understand the differences between people form vs user form.
I know user form for ARS and people form is for ITSM.
for every login/access details entered in people form will create a
record in user form. but if not then people record will exist but no
user record . so people form will have more records than user form ?
want to know which will have more records and why, does it depend on
the company?
Where can I find these details ?

Thanks,
Raj

_
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Re: LDAP Question

2009-10-30 Thread Roger Justice 
If you want to be able to look across multiple AD configurations and 
are using ARS 7 or later you can list multiple entries.



-Original Message-
From: Brittain, Mark 
To: arslist@ARSLIST.ORG
Sent: Fri, Oct 30, 2009 2:50 pm
Subject: LDAP Question


**
Happy Halloween,
 
We use Active Directory to authenticate and new servers are being 
brought online.  Everything else being the same, looking in the 
configuration manual, all I need to do is change the Host Name in the 
AREA LDAP Configuration Form.  If I make the change there, do I need to 
restart the server? Are there any other changes that need to be made? 
If so, where and in what order?

 
Thanks
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.
 


    
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Re: installation problem of ARSystem 7.5

2009-10-30 Thread patchsk 
Or you can try the silent mode installer, which is very nice if you
already know all the parameters.
It doesn't need any xserver, you just need to setup all the parameters
in "Options.txt" and the installer will read from there.
No user interaction needed after the installer starts.

On Oct 30, 12:30 am, siriche  wrote:
> yes myremotehost is my PC.
> But actually I think the problem comes from the fact, there is no X-Server
> running on the server.
> Which makes it difficult for the box to open up a x-window.
> So I am just waiting for my sys admin to install or start the x-server.
> But thanks anyway for your reply.
> Siriche
>
> --
> View this message in 
> context:http://old.nabble.com/installation-problem-of-ARSystem-7.5-tp26109455...
> Sent from the ARS (Action Request System) mailing list archive at Nabble.com.
>
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Re: Incident permissions problem...

2009-10-30 Thread Boyd, Rebecca E. 
I had a situation last week where config categorization admins were
missing the add button on the Product Catalog  form.

 

BMC had me open the user form & look at the group list for the affected
people. My users were missing Atrium Foundation Admin. Once I added that
my users had their add button.

 

I don't know that this fits your situation exactly, but you may want to
look at the group & computed group list fields & compare them to a user
who is working (if you still have one).

 

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of copits.rich...@bwc.state.oh.us
Sent: Friday, October 30, 2009 11:17 AM
To: arslist@ARSLIST.ORG
Subject: Incident permissions problem...

 

** 

We're seeing a problem in the ITSM incident application that is very
puzzling and hopefully someone here can shed some

light on what we should be looking for.

 

The problem seems to be that we have users who need to be able to save
tickets, reassign tickets and edit/update them.

We've set them up initially as "incident users" but have had to elevate
them to "incident master" to let them be able to

do these tasks. In some cases we've had to elevate them even higher.
This seems to happen with either fixed or floating

licenses.

 

Any helpsuggestions to checkmanuals to read would be
appreciated.

 

AR 7.5 patch 2

Incident 7.5

SQL 2005

Windows 2003 R2

 



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interception, please delete all copies from your system without
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Re: Incident permissions problem...

2009-10-30 Thread Copits . Richard 
Good suggestion...thanks!!
 
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Boyd, Rebecca E.
Sent: Friday, October 30, 2009 3:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Incident permissions problem...
 
** 
I had a situation last week where config categorization admins were
missing the add button on the Product Catalog  form.
 
BMC had me open the user form & look at the group list for the affected
people. My users were missing Atrium Foundation Admin. Once I added that
my users had their add button.
 
I don't know that this fits your situation exactly, but you may want to
look at the group & computed group list fields & compare them to a user
who is working (if you still have one).
 
 
 
 
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of copits.rich...@bwc.state.oh.us
Sent: Friday, October 30, 2009 11:17 AM
To: arslist@ARSLIST.ORG
Subject: Incident permissions problem...
 
** 
We're seeing a problem in the ITSM incident application that is very
puzzling and hopefully someone here can shed some
light on what we should be looking for.
 
The problem seems to be that we have users who need to be able to save
tickets, reassign tickets and edit/update them.
We've set them up initially as "incident users" but have had to elevate
them to "incident master" to let them be able to
do these tasks. In some cases we've had to elevate them even higher.
This seems to happen with either fixed or floating
licenses.
 
Any helpsuggestions to checkmanuals to read would be
appreciated.
 
AR 7.5 patch 2
Incident 7.5
SQL 2005
Windows 2003 R2
 


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

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Re: Multi-group question

2009-10-30 Thread Axton 
Email engine connects as Remedy Application Service, which is an admin
user, therefore it sees all rows.

Axton

On Fri, Oct 30, 2009 at 1:37 PM, Brittain, Mark  wrote:
> **
> Hi All and Happy Halloween,
>
> I have an interesting situation with email under a row level security
> environment.
>
> I have row level security (112) of either YES or NO.
> User A belongs to the HelpDesk and YES groups.
> User B belongs to the HelpDesk and NO groups.
>
> When I assign a ticket to the HelpDesk group an email is sent to all group
> members. If the value in field ID 112 of the ticket is YES, will USER B get
> an email?
>
> ARS 6.3 patch 20
>
> Thanks
> 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
> person or entity to which it is addressed and may contain information that
> is privileged, confidential, or otherwise protected from disclosure.
> Distribution or copying of this e-mail, or the information contained herein,
> to anyone other than the intended recipient is prohibited.
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Does 60->71 upgrade work? Or must it be 60->63->71?

2009-10-30 Thread R. Alan Monroe 
Does 60->71 upgrade work? Or must it be 60->63->71?

We tried a 6.0.1 to 7.1.0 upgrade, which appeared at first glance to
work (armonitor/arserverd would launch without going bonkers), but
really basic things like searching on the User form fail with an
Oracle missing column error. Looking at the database table for User,
it still has the 6 vintage columns, although opening the User form in
the admin tool shows all 7-style fields. Saving the form in the admin
tool didn't update the columns (although I didn't actually change
anything, merely hit the save button).

Is the 60->71 versus 60->63->71 question actually documented anywhere?
I didn't see anything concerning this in the 7.1 release notes nor
7.1 install guide.

Alan

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Re: Does 60->71 upgrade work? Or must it be 60->63->71?

2009-10-30 Thread Easter, David 
AR System supports a C-3 upgrade to the 'C' release.  Thus, 6.0 is a supported 
upgrade to 7.1.00 (but not to 7.5.00) - you do not have to upgrade to 6.3 and 
then to 7.1.00.

For 6.3.00, it is supported to upgrade directly to 7.5.00.  This is documented 
on page 48 of the 7.5.00 Installing Guide.  
 
-David J. Easter
Sr. Product Manager, Solution Strategy and Development
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

 -Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of R. Alan Monroe
Sent: Friday, October 30, 2009 3:30 PM
To: arslist@ARSLIST.ORG
Subject: Does 60->71 upgrade work? Or must it be 60->63->71?

Does 60->71 upgrade work? Or must it be 60->63->71?

We tried a 6.0.1 to 7.1.0 upgrade, which appeared at first glance to
work (armonitor/arserverd would launch without going bonkers), but
really basic things like searching on the User form fail with an
Oracle missing column error. Looking at the database table for User,
it still has the 6 vintage columns, although opening the User form in
the admin tool shows all 7-style fields. Saving the form in the admin
tool didn't update the columns (although I didn't actually change
anything, merely hit the save button).

Is the 60->71 versus 60->63->71 question actually documented anywhere?
I didn't see anything concerning this in the 7.1 release notes nor
7.1 install guide.

Alan

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Task Management

2009-10-30 Thread Duncan McFarlane 
Hi List

ARS 7.1 Patch 007
MS SQL 2005
Windows 2003
ITSM 7.0.2 Patch 005

I was wondering if anyone has set up a task to send an automatic "Resolve"
Status to the incident after all the tasks of a flow are completed.

I don't really know too much about the ACI and was wondering if that was
something that could be accomplished using that tool with out creating
custom code to do the work.

Duncan

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