Re: Customising the CI viewer . RESOLVED
In fact all I wanted to do was to remove the view menu option in the context menu. Doing this from the config.xml file in the Data Visualisation Definition and restarting the web server didn't do it, I had to deactivate the entry CIViewer:DefaultCONFIG in the ARsystem Message Catalog. Thanks anyway. frex --- En date de : Ven 8.1.10, Mahendra Mahalkar mahendra.mahal...@gmail.com a écrit : De: Mahendra Mahalkar mahendra.mahal...@gmail.com Objet: Re: Customising the CI viewer . À: arslist@ARSLIST.ORG Date: Vendredi 8 Janvier 2010, 9h57 ** Hi Frex, Have u flush the cache in the mid-tier configuration? Cheers, Mahendra Mahalkar On Fri, Jan 8, 2010 at 12:53 PM, Frex Popo frexp...@yahoo.fr wrote: ** Hello to everyone, The CI viewer/mid-tier does not pick up changes in the config.xml in the Data Visualisation Definition form. I am trying to customise the context menu in the CI viewer so that it opens up the AST form instead of the BMC.CORE form. I would rather not create a federated interface/link for each CI as we are using too many classes and it is not. For example a simple change like removing the View menu option in the config.xml file and restarting the mid-tier does not work. Is there an embedded definition that the mid-tier reads from? Could this be a local issue... The file contains everything in English whereas the menu is still showing in French? Am I missing something or is this a bug? Kind Regards frex Asset Management: 7.0.3 patch 008 CMDB: 2.1.00 patch 003 ___ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Real Field pushed to a Character Field
it's normal 2033 = 2.033 * 10^3 E3 = 10^3 it's type of presentation 31.12.09 20:21, Kemes, Lisa пишет: ** In the database I see the field as 2033. Lisa *From:* Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] *On Behalf Of *Kemes, Lisa *Sent:* Thursday, December 31, 2009 12:20 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Real Field pushed to a Character Field ** Sorry: ARS 7.1 patch 7 Windows 2003 Oracle Lisa *From:* Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] *On Behalf Of *Kemes, Lisa *Sent:* Thursday, December 31, 2009 12:19 PM *To:* arslist@ARSLIST.ORG *Subject:* Real Field pushed to a Character Field ** I hope this isn't an obvious question, but when I push a real field (ie, the data in the real field is 2033.00) into a character field on another form, the character field shows: 2.033000E3. Is this normal? *Lisa Kemes** * AR System Developer Tyco Electronics 717-810-2408 tel 717-810-2124 fax lisa.ke...@tycoelectronics.com _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: I want to create a testserver of 7.5. Does anybody know how long it would take?
It's impossible to make only upgrade to the new version. Generally it is new implemententation of HelpDesk. Some configuration in version 7.5 is really very complicated. For only installation on Windows you need 2-3 days. Because you must install CMDB, before you installing ServiceDesk. To quick configuration use foundation data, this is a set of excel files which you can import to ITSM. Cheers. Konrad Single Sign On for Remedy AR System http://www.remedy-sso.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Remedy Muse Sent: Monday, January 11, 2010 4:35 AM To: arslist@ARSLIST.ORG Subject: Re: I want to create a testserver of 7.5. Does anybody know how long it would take? ** Actually, was going to take a 5.0 Help Desk to 7.5 server. Just going to do a test to see how it does. If it can be done ok. If not, ditch and do a full 7.5. I just want to ditch the old and do the new. -Original Message- From: Mac McMillan mcmillan@gmail.com To: arslist@ARSLIST.ORG Sent: Sun, Jan 10, 2010 4:19 pm Subject: Re: I want to create a testserver of 7.5. Does anybody know how long it would take? Are just talking about ARSystem upgrade or CMDB/ITSM? If your moving from ARS 5.x to ARS 7.5, it will be a difficult and time consuming process. I have not done this myself, but the move from 5.0.1 to 6.3 was multi-step process and required a lot of planning and testing. And from what I've gleened off of the ARS List, you can't go directly to 7.x from 5.x. I'm sorry I'm not offering much more than that. ==Mac 2010/1/10 gene...@remedy-sso.com gene...@remedy-sso.com: You need only AR System or Ar System + ITSM? Konrad Single Sign On for Remedy AR System http://www.remedy-sso.com http://www.remedy-sso.com/ -Original Message- From: Action Request System discussion list(ARSList) _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: I want to create a testserver of 7.5. Does anybody know how long it would take?
I know you can put 6.X on 7.X, but not whether you can put pre-6 on 7.X. Just think, you can be the seminal case! Jennifer Meyer From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Remedy Muse Sent: Sunday, January 10, 2010 10:35 PM To: arslist@ARSLIST.ORG Subject: Re: I want to create a testserver of 7.5. Does anybody know how long it would take? ** Actually, was going to take a 5.0 Help Desk to 7.5 server. Just going to do a test to see how it does. If it can be done ok. If not, ditch and do a full 7.5. I just want to ditch the old and do the new. -Original Message- From: Mac McMillan mcmillan@gmail.com To: arslist@ARSLIST.ORG Sent: Sun, Jan 10, 2010 4:19 pm Subject: Re: I want to create a testserver of 7.5. Does anybody know how long it would take? Are just talking about ARSystem upgrade or CMDB/ITSM? If your moving from ARS 5.x to ARS 7.5, it will be a difficult and time consuming process. I have not done this myself, but the move from 5.0.1 to 6.3 was multi-step process and required a lot of planning and testing. And from what I've gleened off of the ARS List, you can't go directly to 7.x from 5.x. I'm sorry I'm not offering much more than that. ==Mac 2010/1/10 gene...@remedy-sso.commailto:gene...@remedy-sso.com gene...@remedy-sso.commailto:gene...@remedy-sso.com: You need only AR System or Ar System + ITSM? Konrad Single Sign On for Remedy AR System http://www.remedy-sso.comhttp://www.remedy-sso.com/ -Original Message- From: Action Request System discussion list(ARSList) _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized state official. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: DST Issues
Thanks Fred!! There's that DATEADD function again. (in Homer Simpson's voice DATEADDIs there anything it can't do?) Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W Sent: Friday, January 08, 2010 9:45 AM To: arslist@ARSLIST.ORG Subject: Re: DST Issues I do it by not adding time that way anymore. I use the DATEADD function instead. Function:DATEADD Arguments: (datepart, number, date) Returns: date Adds a specified number of days, weeks, months, or years to the date and returns the new date. Specify datepart using one of the following quoted values: - Year—year, yy, or - Month—month, mm, or m - Day—day, dd, or md - Week—week, wk, or ww The date parameter is the date value to add to. For example, this call adds 10 weeks to the date value in the date1 field: DATEADD(week, 10, $date1$) In your example it would be something like: Set $New Start$ to value DATEADD( day, $Day Interval$ * $IntervalCounter$, $Start Date$ ) Set $New End$to value DATEADD( day, $Day Interval$ * $IntervalCounter$, $End Date$ ) Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa Sent: Thursday, January 07, 2010 3:59 PM To: arslist@ARSLIST.ORG Subject: Re: DST Issues Wanted to clarify that we are on ARS 7.1 P7 with Windows 2003 and Oracle as our DB. Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of lisakemes Sent: Thursday, January 07, 2010 4:55 PM To: arslist@ARSLIST.ORG Subject: Re: DST Issues Not sure if this is the same thing (we are NOT dealing with Business Time in this scenario), but wanted to see what people were doing in this situation. I have an On Call System that allows the user to create multiple records if they are on call every XX number of days. So if someone were to type in a Start Date of 2/2/2010 12:00:00 AM and an End Date of 2/3/2010 12:00:00 AM and add multiple records every 100 days for 3 times, I get: Start 2/2/2010 12:00:00 AM End 2/3/2010 12:00:00 AM Start 5/13/2010 1:00:00 AM End 5/14/2010 1:00:00 AM Start 8/21/2010 1:00:00 AM End 8/22/2010 1:00:00 AM Start 11/29/2010 12:00:00 AM End 11/30/2010 12:00:00 AM (I'm adding 60 * 60) * 24) * $Day Interval$) * $IntervalCounter$) to the Start Date and End Date) We understand WHY this happens, but wondering what people do about this? Once March 14th rolls around, the times in May and August will still be 1:00:00 AM correct? (the customer wants 12:00:00 AM) I checked the database (hoping that in the DB it was correct and the it was only displaying in the client differently) but the Database is also showing these dates and times. We are thinking about creating a separate table to clarify DST Dates and Times and if a date falls on a certain date and time, subtracting or adding an hour to the Start Date or End Date. UGH! --- David: Have a look at Test3, it appears that the business time 1 subtract function, using a unit of days, has a different result than all other units; it is off by 1 hour. Maybe this is being calculated incorrectly? * Test 3 Business Time Type: Business Time 1 TestID: 202 Start: 3/10/2007 11:00:00 PM End: 3/11/2007 11:00:00 PM Diff Seconds: 86400 Diff Minutes: 1440 Diff Hours: 24 Diff Days: 1 Workday: 24 Hr Tag Holiday: 24 Hr Tag Result of Add to Start (Seconds): 3/11/2007 11:00:00 PM Result of Add to Start (Minutes): 3/11/2007 11:00:00 PM Result of Add to Start (Hours): 3/11/2007 11:00:00 PM Result of Add to Start (Days): 3/11/2007 11:00:00 PM Result of Subtract from End (Seconds): 3/10/2007 11:00:00 PM Result of Subtract from End (Minutes): 3/10/2007 11:00:00 PM Result of Subtract from End (Hours): 3/10/2007 11:00:00 PM Result of Subtract from End (Days): 3/11/2007 12:00:00 AM * DB Values: REQUEST_ID: 202 STARTDATE: 1173585600 ENDDATE: 1173668400 ENDDATE-STARTDATE: 82800 Axton Grams On 3/6/07, Easter, David david_eas...@bmc.com wrote: Business Time is not DST aware. This has been true for quite some time now, and is probably why you're seeing the issue. Basically, Business Time doesn't know that the change from Standard to DST is a 23 hour day nor that from DST to Standard is a 25 hour day. It's unrelated to the changes in DST rules for 2007 - i.e. folks have been dealing with this for years. This is somewhat obliquely mentioned in the tech bulletin: In addition, as happens during any DST event, when DST begins, the day loses one hour (hour interchange of −1). At this date, a full hour is skipped and does not exist either before or after the
Re: DST Issues
Whoops! Spoke too soon, it's still adding the hour if the date falls after the 2nd Sunday of March. DOH! Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa Sent: Monday, January 11, 2010 10:02 AM To: arslist@ARSLIST.ORG Subject: Re: DST Issues Thanks Fred!! There's that DATEADD function again. (in Homer Simpson's voice DATEADDIs there anything it can't do?) Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W Sent: Friday, January 08, 2010 9:45 AM To: arslist@ARSLIST.ORG Subject: Re: DST Issues I do it by not adding time that way anymore. I use the DATEADD function instead. Function:DATEADD Arguments: (datepart, number, date) Returns: date Adds a specified number of days, weeks, months, or years to the date and returns the new date. Specify datepart using one of the following quoted values: - Year—year, yy, or - Month—month, mm, or m - Day—day, dd, or md - Week—week, wk, or ww The date parameter is the date value to add to. For example, this call adds 10 weeks to the date value in the date1 field: DATEADD(week, 10, $date1$) In your example it would be something like: Set $New Start$ to value DATEADD( day, $Day Interval$ * $IntervalCounter$, $Start Date$ ) Set $New End$to value DATEADD( day, $Day Interval$ * $IntervalCounter$, $End Date$ ) Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa Sent: Thursday, January 07, 2010 3:59 PM To: arslist@ARSLIST.ORG Subject: Re: DST Issues Wanted to clarify that we are on ARS 7.1 P7 with Windows 2003 and Oracle as our DB. Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of lisakemes Sent: Thursday, January 07, 2010 4:55 PM To: arslist@ARSLIST.ORG Subject: Re: DST Issues Not sure if this is the same thing (we are NOT dealing with Business Time in this scenario), but wanted to see what people were doing in this situation. I have an On Call System that allows the user to create multiple records if they are on call every XX number of days. So if someone were to type in a Start Date of 2/2/2010 12:00:00 AM and an End Date of 2/3/2010 12:00:00 AM and add multiple records every 100 days for 3 times, I get: Start 2/2/2010 12:00:00 AM End 2/3/2010 12:00:00 AM Start 5/13/2010 1:00:00 AM End 5/14/2010 1:00:00 AM Start 8/21/2010 1:00:00 AM End 8/22/2010 1:00:00 AM Start 11/29/2010 12:00:00 AM End 11/30/2010 12:00:00 AM (I'm adding 60 * 60) * 24) * $Day Interval$) * $IntervalCounter$) to the Start Date and End Date) We understand WHY this happens, but wondering what people do about this? Once March 14th rolls around, the times in May and August will still be 1:00:00 AM correct? (the customer wants 12:00:00 AM) I checked the database (hoping that in the DB it was correct and the it was only displaying in the client differently) but the Database is also showing these dates and times. We are thinking about creating a separate table to clarify DST Dates and Times and if a date falls on a certain date and time, subtracting or adding an hour to the Start Date or End Date. UGH! --- David: Have a look at Test3, it appears that the business time 1 subtract function, using a unit of days, has a different result than all other units; it is off by 1 hour. Maybe this is being calculated incorrectly? * Test 3 Business Time Type: Business Time 1 TestID: 202 Start: 3/10/2007 11:00:00 PM End: 3/11/2007 11:00:00 PM Diff Seconds: 86400 Diff Minutes: 1440 Diff Hours: 24 Diff Days: 1 Workday: 24 Hr Tag Holiday: 24 Hr Tag Result of Add to Start (Seconds): 3/11/2007 11:00:00 PM Result of Add to Start (Minutes): 3/11/2007 11:00:00 PM Result of Add to Start (Hours): 3/11/2007 11:00:00 PM Result of Add to Start (Days): 3/11/2007 11:00:00 PM Result of Subtract from End (Seconds): 3/10/2007 11:00:00 PM Result of Subtract from End (Minutes): 3/10/2007 11:00:00 PM Result of Subtract from End (Hours): 3/10/2007 11:00:00 PM Result of Subtract from End (Days): 3/11/2007 12:00:00 AM * DB Values: REQUEST_ID: 202 STARTDATE: 1173585600 ENDDATE: 1173668400 ENDDATE-STARTDATE: 82800 Axton Grams On 3/6/07, Easter, David david_eas...@bmc.com wrote: Business Time is not DST aware. This has been true for quite some time now, and is probably why you're seeing the issue. Basically, Business Time doesn't know that the change from Standard to DST is a 23 hour day nor that from DST to Standard is a 25 hour day. It's unrelated to the changes in
Re: DST Issues
Thanks Dave, I was hoping that the display would be different, but the database date would be the same. But this isn't the case. When I add a date to the system manually 3/15/2010 12:00:00 AM it's posted to my client as the same date and time and in the Database as the same Date and Time (but in Epoch of course). When I use the DATEADD function to add 63 days to the date 1/11/2010 12:00:00 AM it posts to the client (and to the database) as 3/15/2010 1:00:00 AM. Why the difference then between adding a date/time manually and adding to a date using the DATEADD function? Shouldn't they both show up as 3/15/2010 1:00:00 AM then? Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of David Sanders Sent: Friday, January 08, 2010 10:20 AM To: arslist@ARSLIST.ORG Subject: Re: DST Issues Hi Lisa This is the Remedy equivalent of relativity theory. What date/time you see depends upon your current date/time as far as DST is concerned. Let me try to explain. Dates in Remedy are stored as epoch time - the number of seconds since 12AM 1/1/1970 GMT. When you set your regional settings, you are identifying an offset from GMT that the client uses to display the date/time in your current timezone. When DST kicks in, effectively, your offset from GMT is changed by one hour. For example, you might now be 7 hours behind GMT instead of 8 hours behind. All dates are then displayed in the new timezone offset. When you look at date/times in the future, you are looking at them from your current timezone offset, so dates after DST kicks in will appear one hour out. Later in the year, these dates will be displayed correctly, but dates from before the DST change will be displayed one hour out the other way. The Remedy client makes no attempt to apply a different timezone offset to past or future dates when it displays them - it always uses the current defined offset. So, in other words, I think your date/time calculations are correct, and by the time you get to May or August, those times will be displayed correctly. HTH David Sanders Remedy Solution Architect Enterprise Service Suite @ Work == tel +44 1494 468980 mobile +44 7710 377761 email david.sand...@westoverconsulting.co.uk web http://www.westoverconsulting.co.uk -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of lisakemes Sent: 07 January 2010 21:55 To: arslist@ARSLIST.ORG Subject: Re: DST Issues Not sure if this is the same thing (we are NOT dealing with Business Time in this scenario), but wanted to see what people were doing in this situation. I have an On Call System that allows the user to create multiple records if they are on call every XX number of days. So if someone were to type in a Start Date of 2/2/2010 12:00:00 AM and an End Date of 2/3/2010 12:00:00 AM and add multiple records every 100 days for 3 times, I get: Start 2/2/2010 12:00:00 AM End 2/3/2010 12:00:00 AM Start 5/13/2010 1:00:00 AM End 5/14/2010 1:00:00 AM Start 8/21/2010 1:00:00 AM End 8/22/2010 1:00:00 AM Start 11/29/2010 12:00:00 AM End 11/30/2010 12:00:00 AM (I'm adding 60 * 60) * 24) * $Day Interval$) * $IntervalCounter$) to the Start Date and End Date) We understand WHY this happens, but wondering what people do about this? Once March 14th rolls around, the times in May and August will still be 1:00:00 AM correct? (the customer wants 12:00:00 AM) I checked the database (hoping that in the DB it was correct and the it was only displaying in the client differently) but the Database is also showing these dates and times. We are thinking about creating a separate table to clarify DST Dates and Times and if a date falls on a certain date and time, subtracting or adding an hour to the Start Date or End Date. UGH! --- ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: I want to create a testserver of 7.5. Does anybody know how long it would take?
no CMDB in Help Desk 5 so it may not be so bad to upgrade to a newer version of AR System. We need to be sure we separate comments about version of ITSM from version of AR System. Once you get to the versions of ITSM/Help Desk which includes Asset Management being built on the CMDB the upgrade of the AR System (including version of CMDB) becomes critical. Upgrading from any older version of ITMS, i.e. 7.0 , to a newer version of ITSM is an export and rebuild of your system (foundation) data, since the data structures changed so much. Again, from a Help Desk only it is relatively easier, but that is relatively. Going forward, assuming you want BMC support and are planning on running AR System out into the future, IMHO you really do have to eventually abandon your old release and move to more current. Daniel _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Meyer, Jennifer L Sent: January 11, 2010 9:01 AM To: arslist@ARSLIST.ORG Subject: Re: I want to create a testserver of 7.5. Does anybody know how long it would take? ** I know you can put 6.X on 7.X, but not whether you can put pre-6 on 7.X. Just think, you can be the seminal case! Jennifer Meyer _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Remedy Muse Sent: Sunday, January 10, 2010 10:35 PM To: arslist@ARSLIST.ORG Subject: Re: I want to create a testserver of 7.5. Does anybody know how long it would take? ** Actually, was going to take a 5.0 Help Desk to 7.5 server. Just going to do a test to see how it does. If it can be done ok. If not, ditch and do a full 7.5. I just want to ditch the old and do the new. -Original Message- From: Mac McMillan mcmillan@gmail.com To: arslist@ARSLIST.ORG Sent: Sun, Jan 10, 2010 4:19 pm Subject: Re: I want to create a testserver of 7.5. Does anybody know how long it would take? Are just talking about ARSystem upgrade or CMDB/ITSM? If your moving from ARS 5.x to ARS 7.5, it will be a difficult and time consuming process. I have not done this myself, but the move from 5.0.1 to 6.3 was multi-step process and required a lot of planning and testing. And from what I've gleened off of the ARS List, you can't go directly to 7.x from 5.x. I'm sorry I'm not offering much more than that. ==Mac 2010/1/10 gene...@remedy-sso.com gene...@remedy-sso.com: You need only AR System or Ar System + ITSM? Konrad Single Sign On for Remedy AR System http://www.remedy-sso.com http://www.remedy-sso.com/ -Original Message- From: Action Request System discussion list(ARSList) _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _ E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized state official. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
ARS Consultant required 1 day per week in Brussels
Dear List I am looking for an ARS consultant to work for 1 day per week for 12 months, you will need experience of ARS 7.1 and 7.5 This is for an immediate interview and start Greg Park Business Development Manager Fusion Business Solutions (UK) Ltd Office: +44 (0) 20 8814 4888 Mobile +44 (0) 7815 576 613 Did you know? Fusion is the largest consultancy in Europe that focuses exclusively on BMC Software solutions Fusion at any one point is engaged in 40 or more Service Management projects with its customers Fusion supports over 200,000 users globally ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: SLA escalation of IT Service desk
HI Aman, You might need to check the Service level management ConsoleService Targets Tab Open the Specific Service target Check the Milestones Tab Actions Table where the Notifications are configured. Thanks, Viswa On Mon, Jan 11, 2010 at 1:06 AM, ITN (Amanullah Bashir Ahmed) ahmed...@emiratesnbd.com wrote: ** Hi there, The present status is: First level escalation - Davison Second level escalation – Geji Can anybody tell me how to change the SLA escalation of IT Service desk as below. First level escalation - Geji Second level escalation – Davison Thanks Regards Amanullah Software Consultant IT Application and Enterprise Management Emirates NBD Desk: +971 4 2092634 Mobile: +971 50 2182455 *From:* ITN (Amanullah Bashir Ahmed) *Sent:* Sunday, January 10, 2010 7:57 AM *To:* 'arslist@ARSLIST.ORG' *Subject:* SLA escalation of IT Service desk Hi there, Can anybody tell me how to do the following changes. change the SLA escalation of IT Service desk as below. First level escalation - Geji Second level escalation - Davison Thanks Regards Amanullah Software Consultant IT Application and Enterprise Management Emirates NBD Desk: +971 4 2092634 Mobile: +971 50 2182455 DISCLAIMER:This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: DST Issues
Question... What happens if you set the date on the PC to 3/15/2010? What does the manually entered show? What does the calculated show? Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa Sent: Monday, January 11, 2010 9:32 AM To: arslist@ARSLIST.ORG Subject: Re: DST Issues Thanks Dave, I was hoping that the display would be different, but the database date would be the same. But this isn't the case. When I add a date to the system manually 3/15/2010 12:00:00 AM it's posted to my client as the same date and time and in the Database as the same Date and Time (but in Epoch of course). When I use the DATEADD function to add 63 days to the date 1/11/2010 12:00:00 AM it posts to the client (and to the database) as 3/15/2010 1:00:00 AM. Why the difference then between adding a date/time manually and adding to a date using the DATEADD function? Shouldn't they both show up as 3/15/2010 1:00:00 AM then? Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of David Sanders Sent: Friday, January 08, 2010 10:20 AM To: arslist@ARSLIST.ORG Subject: Re: DST Issues Hi Lisa This is the Remedy equivalent of relativity theory. What date/time you see depends upon your current date/time as far as DST is concerned. Let me try to explain. Dates in Remedy are stored as epoch time - the number of seconds since 12AM 1/1/1970 GMT. When you set your regional settings, you are identifying an offset from GMT that the client uses to display the date/time in your current timezone. When DST kicks in, effectively, your offset from GMT is changed by one hour. For example, you might now be 7 hours behind GMT instead of 8 hours behind. All dates are then displayed in the new timezone offset. When you look at date/times in the future, you are looking at them from your current timezone offset, so dates after DST kicks in will appear one hour out. Later in the year, these dates will be displayed correctly, but dates from before the DST change will be displayed one hour out the other way. The Remedy client makes no attempt to apply a different timezone offset to past or future dates when it displays them - it always uses the current defined offset. So, in other words, I think your date/time calculations are correct, and by the time you get to May or August, those times will be displayed correctly. HTH David Sanders Remedy Solution Architect Enterprise Service Suite @ Work == tel +44 1494 468980 mobile +44 7710 377761 email david.sand...@westoverconsulting.co.uk web http://www.westoverconsulting.co.uk -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of lisakemes Sent: 07 January 2010 21:55 To: arslist@ARSLIST.ORG Subject: Re: DST Issues Not sure if this is the same thing (we are NOT dealing with Business Time in this scenario), but wanted to see what people were doing in this situation. I have an On Call System that allows the user to create multiple records if they are on call every XX number of days. So if someone were to type in a Start Date of 2/2/2010 12:00:00 AM and an End Date of 2/3/2010 12:00:00 AM and add multiple records every 100 days for 3 times, I get: Start 2/2/2010 12:00:00 AM End 2/3/2010 12:00:00 AM Start 5/13/2010 1:00:00 AM End 5/14/2010 1:00:00 AM Start 8/21/2010 1:00:00 AM End 8/22/2010 1:00:00 AM Start 11/29/2010 12:00:00 AM End 11/30/2010 12:00:00 AM (I'm adding 60 * 60) * 24) * $Day Interval$) * $IntervalCounter$) to the Start Date and End Date) We understand WHY this happens, but wondering what people do about this? Once March 14th rolls around, the times in May and August will still be 1:00:00 AM correct? (the customer wants 12:00:00 AM) I checked the database (hoping that in the DB it was correct and the it was only displaying in the client differently) but the Database is also showing these dates and times. We are thinking about creating a separate table to clarify DST Dates and Times and if a date falls on a certain date and time, subtracting or adding an hour to the Start Date or End Date. UGH! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
ARERR 9217
Hi All, I am having some problems on my Demo system on my laptop. I have installed the following. ARserver 7.5 patch 2 Mid-Tier 7.5 patch 2 with tomcat and IIS ITSM 7.5 patch 1 CMDB 7.5 patch 1 SLM 7.5 SRM 2.2 patch 3 Using SQL 2005 I have made the sample SRM data available and all the options bar one fail to work and give me the following error when accessed from the Mid-Tier. ARERR [9217] File not found. Either the file requested is not present or the URL supplied is bad The one that does work is the Password Reset which opens up the dialog window correctly. Any ideas on what might be causing this would be helpful. I don't want to create any new Service Requests as I want to keep the installation as OOTB so that I can test a migration of all products to 7.6 Many thanks Brian Bishop ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Interpreting Server Statistics
Dear List, I am trying Server Statistics for the first time, and am not sure exactly how to interpret the data. Probably the single most important value to us is Floating Write Token Denied. I set up the system to record every 60 seconds (the default), and the very first entry gave a value of 25. That would 25 since when? The beginning of the day? I'm sure the documentation must explain this somewhere, but I haven't been able to find it. I have now switched to recording every hour, and the number of Token Denieds has gone up to 28, so it obviously isn't since the last recording. If somebody could please help me, preferably by pointing me to the proper documentation, I will be grateful for days and days. (ARS 7.1 p3, RH Linux Server, Oracle 10.2 db) Dwayne Martin James Madison University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: DST Issues
All the issue is with adding seconds to Starting and Ending Dates for events that happen after the change to/from Daylight Savings time. The routines create multiple records by adding a fixed number of seconds for each new record. Say that we want to create 20 new records and each record is 7 days in the future. The filter loop would take the Start/End Date times of the first record and add 1 times 7 times 24 times 60 times 60 or 4,233,600 seconds. The next would be 2 times 7 times 24 times 60 times 60 or 8,467,200 seconds. This would continue for the set number of new records to be created. The problem is that the length of time is not a fixed length. One would think that there is always 86,400 seconds in a day. Interestingly there isn't. On the day that we change clocks ahead for Daylight savings time there are 82,800 (we shave off an hour from that day). On the day that we change clocks back for Standard time there are 90,000 (we add off an hour for that day). This is what's causing the issue for us. Does DATEADD account for these two shortened/lengthened days? Dave -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W Sent: Monday, January 11, 2010 12:20 PM To: arslist@ARSLIST.ORG Subject: Re: DST Issues Question... What happens if you set the date on the PC to 3/15/2010? What does the manually entered show? What does the calculated show? Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa Sent: Monday, January 11, 2010 9:32 AM To: arslist@ARSLIST.ORG Subject: Re: DST Issues Thanks Dave, I was hoping that the display would be different, but the database date would be the same. But this isn't the case. When I add a date to the system manually 3/15/2010 12:00:00 AM it's posted to my client as the same date and time and in the Database as the same Date and Time (but in Epoch of course). When I use the DATEADD function to add 63 days to the date 1/11/2010 12:00:00 AM it posts to the client (and to the database) as 3/15/2010 1:00:00 AM. Why the difference then between adding a date/time manually and adding to a date using the DATEADD function? Shouldn't they both show up as 3/15/2010 1:00:00 AM then? Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of David Sanders Sent: Friday, January 08, 2010 10:20 AM To: arslist@ARSLIST.ORG Subject: Re: DST Issues Hi Lisa This is the Remedy equivalent of relativity theory. What date/time you see depends upon your current date/time as far as DST is concerned. Let me try to explain. Dates in Remedy are stored as epoch time - the number of seconds since 12AM 1/1/1970 GMT. When you set your regional settings, you are identifying an offset from GMT that the client uses to display the date/time in your current timezone. When DST kicks in, effectively, your offset from GMT is changed by one hour. For example, you might now be 7 hours behind GMT instead of 8 hours behind. All dates are then displayed in the new timezone offset. When you look at date/times in the future, you are looking at them from your current timezone offset, so dates after DST kicks in will appear one hour out. Later in the year, these dates will be displayed correctly, but dates from before the DST change will be displayed one hour out the other way. The Remedy client makes no attempt to apply a different timezone offset to past or future dates when it displays them - it always uses the current defined offset. So, in other words, I think your date/time calculations are correct, and by the time you get to May or August, those times will be displayed correctly. HTH David Sanders Remedy Solution Architect Enterprise Service Suite @ Work == tel +44 1494 468980 mobile +44 7710 377761 email david.sand...@westoverconsulting.co.uk web http://www.westoverconsulting.co.uk -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of lisakemes Sent: 07 January 2010 21:55 To: arslist@ARSLIST.ORG Subject: Re: DST Issues Not sure if this is the same thing (we are NOT dealing with Business Time in this scenario), but wanted to see what people were doing in this situation. I have an On Call System that allows the user to create multiple records if they are on call every XX number of days. So if someone were to type in a Start Date of 2/2/2010 12:00:00 AM and an End Date of 2/3/2010 12:00:00 AM and add multiple records every 100 days for 3 times, I get: Start 2/2/2010 12:00:00 AM End 2/3/2010 12:00:00 AM Start 5/13/2010 1:00:00 AM End 5/14/2010 1:00:00 AM Start 8/21/2010 1:00:00 AM End 8/22/2010 1:00:00 AM Start 11/29/2010 12:00:00 AM End 11/30/2010 12:00:00 AM (I'm adding 60 * 60) * 24) *
Re: Interpreting Server Statistics
'Since Server Start'.I know, not as helpful as you would like, but after statistics have been collected you can check for increments between polling periods. _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Martin, Robert Sent: Monday, January 11, 2010 10:31 AM To: arslist@ARSLIST.ORG Subject: Interpreting Server Statistics ** Dear List, I am trying Server Statistics for the first time, and am not sure exactly how to interpret the data. Probably the single most important value to us is Floating Write Token Denied. I set up the system to record every 60 seconds (the default), and the very first entry gave a value of 25. That would 25 since when? The beginning of the day? I'm sure the documentation must explain this somewhere, but I haven't been able to find it. I have now switched to recording every hour, and the number of Token Denieds has gone up to 28, so it obviously isn't since the last recording. If somebody could please help me, preferably by pointing me to the proper documentation, I will be grateful for days and days. (ARS 7.1 p3, RH Linux Server, Oracle 10.2 db) Dwayne Martin James Madison University _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: DST Issues
Nothing changes. I changed my PC to 3/15/2010 but my time did not automatically change. I still see 1:00:00 AM as the times for the records that were calculated and 12:00:00 AM on the records that were manually input on my User Client. Then I changed my PC to 3/15/2010 and manually changed my time forward an hour and I see the same thing. I'm trying to find a DST White Paper out there to help me understand what is supposed to happen. I see the Tech Bulletins (about New Zealand Time Zones and what happens to dates before 2007) but no white paper. Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W Sent: Monday, January 11, 2010 12:20 PM To: arslist@ARSLIST.ORG Subject: Re: DST Issues Question... What happens if you set the date on the PC to 3/15/2010? What does the manually entered show? What does the calculated show? Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa Sent: Monday, January 11, 2010 9:32 AM To: arslist@ARSLIST.ORG Subject: Re: DST Issues Thanks Dave, I was hoping that the display would be different, but the database date would be the same. But this isn't the case. When I add a date to the system manually 3/15/2010 12:00:00 AM it's posted to my client as the same date and time and in the Database as the same Date and Time (but in Epoch of course). When I use the DATEADD function to add 63 days to the date 1/11/2010 12:00:00 AM it posts to the client (and to the database) as 3/15/2010 1:00:00 AM. Why the difference then between adding a date/time manually and adding to a date using the DATEADD function? Shouldn't they both show up as 3/15/2010 1:00:00 AM then? Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of David Sanders Sent: Friday, January 08, 2010 10:20 AM To: arslist@ARSLIST.ORG Subject: Re: DST Issues Hi Lisa This is the Remedy equivalent of relativity theory. What date/time you see depends upon your current date/time as far as DST is concerned. Let me try to explain. Dates in Remedy are stored as epoch time - the number of seconds since 12AM 1/1/1970 GMT. When you set your regional settings, you are identifying an offset from GMT that the client uses to display the date/time in your current timezone. When DST kicks in, effectively, your offset from GMT is changed by one hour. For example, you might now be 7 hours behind GMT instead of 8 hours behind. All dates are then displayed in the new timezone offset. When you look at date/times in the future, you are looking at them from your current timezone offset, so dates after DST kicks in will appear one hour out. Later in the year, these dates will be displayed correctly, but dates from before the DST change will be displayed one hour out the other way. The Remedy client makes no attempt to apply a different timezone offset to past or future dates when it displays them - it always uses the current defined offset. So, in other words, I think your date/time calculations are correct, and by the time you get to May or August, those times will be displayed correctly. HTH David Sanders Remedy Solution Architect Enterprise Service Suite @ Work == tel +44 1494 468980 mobile +44 7710 377761 email david.sand...@westoverconsulting.co.uk web http://www.westoverconsulting.co.uk -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of lisakemes Sent: 07 January 2010 21:55 To: arslist@ARSLIST.ORG Subject: Re: DST Issues Not sure if this is the same thing (we are NOT dealing with Business Time in this scenario), but wanted to see what people were doing in this situation. I have an On Call System that allows the user to create multiple records if they are on call every XX number of days. So if someone were to type in a Start Date of 2/2/2010 12:00:00 AM and an End Date of 2/3/2010 12:00:00 AM and add multiple records every 100 days for 3 times, I get: Start 2/2/2010 12:00:00 AM End 2/3/2010 12:00:00 AM Start 5/13/2010 1:00:00 AM End 5/14/2010 1:00:00 AM Start 8/21/2010 1:00:00 AM End 8/22/2010 1:00:00 AM Start 11/29/2010 12:00:00 AM End 11/30/2010 12:00:00 AM (I'm adding 60 * 60) * 24) * $Day Interval$) * $IntervalCounter$) to the Start Date and End Date) We understand WHY this happens, but wondering what people do about this? Once March 14th rolls around, the times in May and August will still be 1:00:00 AM correct? (the customer wants 12:00:00 AM) I checked the database (hoping that in the DB it was correct and the it was only displaying in the client differently) but the Database is also showing these dates and times. We are thinking about creating a separate table to clarify DST Dates and Times and if a
Re: Interpreting Server Statistics
Hi, The C API guide has these documented. For you case: The total number of times a user tried to connect and no floating write token was available. Regards, Jarl 2010/1/11 Martin, Robert marti...@jmu.edu: ** Dear List, I am trying “Server Statistics” for the first time, and am not sure exactly how to interpret the data. Probably the single most important value to us is “Floating Write Token Denied.” I set up the system to record every 60 seconds (the default), and the very first entry gave a value of 25. That would 25 since when? The beginning of the day? I’m sure the documentation must explain this somewhere, but I haven’t been able to find it. I have now switched to recording every hour, and the number of “Token Denieds” has gone up to 28, so it obviously isn’t since the last recording. If somebody could please help me, preferably by pointing me to the proper documentation, I will be grateful for days and days. (ARS 7.1 p3, RH Linux Server, Oracle 10.2 db) Dwayne Martin James Madison University _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Interpreting Server Statistics SOLVED
LJ, Thank You, Dwayne From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of LJ Longwing Sent: Monday, January 11, 2010 12:38 PM To: arslist@ARSLIST.ORG Subject: Re: Interpreting Server Statistics ** 'Since Server Start'.I know, not as helpful as you would like, but after statistics have been collected you can check for increments between polling periods. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Martin, Robert Sent: Monday, January 11, 2010 10:31 AM To: arslist@ARSLIST.ORG Subject: Interpreting Server Statistics ** Dear List, I am trying Server Statistics for the first time, and am not sure exactly how to interpret the data. Probably the single most important value to us is Floating Write Token Denied. I set up the system to record every 60 seconds (the default), and the very first entry gave a value of 25. That would 25 since when? The beginning of the day? I'm sure the documentation must explain this somewhere, but I haven't been able to find it. I have now switched to recording every hour, and the number of Token Denieds has gone up to 28, so it obviously isn't since the last recording. If somebody could please help me, preferably by pointing me to the proper documentation, I will be grateful for days and days. (ARS 7.1 p3, RH Linux Server, Oracle 10.2 db) Dwayne Martin James Madison University _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: DST Issues
Resending to correct a couple of typos. All, the issue is with adding seconds to Starting and Ending Dates for events that happen after the change to/from Daylight Savings time. The routines create multiple records by adding a fixed number of seconds for each new record. Say that we want to create 20 new records and each record is 7 days in the future. The filter loop would take the Start/End Date times of the first record and add 1 times 7 times 24 times 60 times 60 or 4,233,600 seconds. The next would be 2 times 7 times 24 times 60 times 60 or 8,467,200 seconds. This would continue for the set number of new records to be created. The problem is that the length of time is not a fixed length. One would think that there is always 86,400 seconds in a day. Interestingly there isn't. On the day that we change clocks ahead for Daylight savings time there are 82,800 (we shave off an hour from that day). On the day that we change clocks back for Standard time there are 90,000 (we remove an hour for that day). This is what's causing the issue for us. Does DATEADD account for these two shortened/lengthened days? Dave -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W Sent: Monday, January 11, 2010 12:20 PM To: arslist@ARSLIST.ORG Subject: Re: DST Issues Question... What happens if you set the date on the PC to 3/15/2010? What does the manually entered show? What does the calculated show? Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa Sent: Monday, January 11, 2010 9:32 AM To: arslist@ARSLIST.ORG Subject: Re: DST Issues Thanks Dave, I was hoping that the display would be different, but the database date would be the same. But this isn't the case. When I add a date to the system manually 3/15/2010 12:00:00 AM it's posted to my client as the same date and time and in the Database as the same Date and Time (but in Epoch of course). When I use the DATEADD function to add 63 days to the date 1/11/2010 12:00:00 AM it posts to the client (and to the database) as 3/15/2010 1:00:00 AM. Why the difference then between adding a date/time manually and adding to a date using the DATEADD function? Shouldn't they both show up as 3/15/2010 1:00:00 AM then? Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of David Sanders Sent: Friday, January 08, 2010 10:20 AM To: arslist@ARSLIST.ORG Subject: Re: DST Issues Hi Lisa This is the Remedy equivalent of relativity theory. What date/time you see depends upon your current date/time as far as DST is concerned. Let me try to explain. Dates in Remedy are stored as epoch time - the number of seconds since 12AM 1/1/1970 GMT. When you set your regional settings, you are identifying an offset from GMT that the client uses to display the date/time in your current timezone. When DST kicks in, effectively, your offset from GMT is changed by one hour. For example, you might now be 7 hours behind GMT instead of 8 hours behind. All dates are then displayed in the new timezone offset. When you look at date/times in the future, you are looking at them from your current timezone offset, so dates after DST kicks in will appear one hour out. Later in the year, these dates will be displayed correctly, but dates from before the DST change will be displayed one hour out the other way. The Remedy client makes no attempt to apply a different timezone offset to past or future dates when it displays them - it always uses the current defined offset. So, in other words, I think your date/time calculations are correct, and by the time you get to May or August, those times will be displayed correctly. HTH David Sanders Remedy Solution Architect Enterprise Service Suite @ Work == tel +44 1494 468980 mobile +44 7710 377761 email david.sand...@westoverconsulting.co.uk web http://www.westoverconsulting.co.uk -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of lisakemes Sent: 07 January 2010 21:55 To: arslist@ARSLIST.ORG Subject: Re: DST Issues Not sure if this is the same thing (we are NOT dealing with Business Time in this scenario), but wanted to see what people were doing in this situation. I have an On Call System that allows the user to create multiple records if they are on call every XX number of days. So if someone were to type in a Start Date of 2/2/2010 12:00:00 AM and an End Date of 2/3/2010 12:00:00 AM and add multiple records every 100 days for 3 times, I get: Start 2/2/2010 12:00:00 AM End 2/3/2010 12:00:00 AM Start 5/13/2010 1:00:00 AM End 5/14/2010 1:00:00 AM Start 8/21/2010 1:00:00 AM End 8/22/2010 1:00:00 AM Start 11/29/2010 12:00:00 AM End 11/30/2010
ITSM 5.5
Anybody have the manual for Remedy Service Level Agreements 5.5? -- Warren R. Baltimore II Remedy Developer 410-533-5367 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ITSM 5.5 - RESOLVED
Thanks everyone. Rick Cook got me the copy I needed Warren On Mon, Jan 11, 2010 at 1:29 PM, Warren Baltimore warrenbaltim...@gmail.com wrote: Anybody have the manual for Remedy Service Level Agreements 5.5? -- Warren R. Baltimore II Remedy Developer 410-533-5367 -- Warren R. Baltimore II Remedy Developer 410-533-5367 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
SLM Calculation regarding time segment
Hi list, We have the following problem: we need to calculate the elapsed time for a support group work on an incident. This calculation need to regard the time that the support group is not working. We also created a view form that´s join the HPD:help desk, SLM:Measurement and SLM:TeamMeasurement forms extracting the fields for a report. We also verified a filter (SLM:TeamMeasurement:CalculateElapsedTime) running the function application-Bus-Time2-Assoc-Diff that would calculate the elapse time regarding the respective time segment available and unavailable. But, for all the records in the form SLM:TeamMeasurement, none has the fields BTHolidays_tmp and BTWorkdays_tmp filled with some value, bothare null. This fields are parameters for the application-Bus-Time2-Assoc-Diff function and your value came from the SLM:Measurement form (zD_BTHolidays and zD_BTWorkdays, both null too). This way, the calculation do not run correctly. Someone knows where these fields are filled, or we will fill them manually? We saw a lot of documentation but we don't successed in it. Thanks, Rudolf ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
CM Process Flow Bar issue
I have CM 7.0.3 P9, and am seeing something that doesn't make sense. So either it isn't working as designed, or I don't understand the design. After the Business Approval is processed, the Status is Scheduled. In either case, the PF Bar should allow the Change User at that point to select Next Stage from the PF Bar to move that into a Status of Implementation in Progress. This is not working. I can change the Status manually, but not from the PF Bar. The same is true when attempting to use the PF Bar from Planning in Progress to Scheduled for Review. Manually, it works just fine. With the PF Bar, not so much. Both processes use the same part of the PF Bar. Is this a known issue with a resolution, or just something we are going to have to work around, or is this As designed. Rick ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Tracking logins and license types
Dear List, We are looking for a system that will track who logs in, what type license they have (fixed or floating), and how long they stay logged in. Anyone know of a fairly simple system that they would recommend? Dwayne Martin James Madison University (ARS 7.1 p3, RH Linux server, Oracle 10.3 db) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Tracking logins and license types
ARSystem 7.5does it out of the box. If you can't upgradeRRR has a really good license management tool. _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Martin, Robert Sent: Monday, January 11, 2010 12:24 PM To: arslist@ARSLIST.ORG Subject: Tracking logins and license types ** Dear List, We are looking for a system that will track who logs in, what type license they have (fixed or floating), and how long they stay logged in. Anyone know of a fairly simple system that they would recommend? Dwayne Martin James Madison University (ARS 7.1 p3, RH Linux server, Oracle 10.3 db) _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Tracking logins and license types
Thanks again, LJ! That's twice the same afternoon! :) Dwayne From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of LJ Longwing Sent: Monday, January 11, 2010 2:29 PM To: arslist@ARSLIST.ORG Subject: Re: Tracking logins and license types ** ARSystem 7.5does it out of the box. If you can't upgradeRRR has a really good license management tool. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Martin, Robert Sent: Monday, January 11, 2010 12:24 PM To: arslist@ARSLIST.ORG Subject: Tracking logins and license types ** Dear List, We are looking for a system that will track who logs in, what type license they have (fixed or floating), and how long they stay logged in. Anyone know of a fairly simple system that they would recommend? Dwayne Martin James Madison University (ARS 7.1 p3, RH Linux server, Oracle 10.3 db) _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Tracking logins and license types
** To expand on LJ's comment, turn on User logging. With 7.5, the data from the log can be stored in a table in the system. Dave - dave.shell...@tycoelectronics.com (Wireless) From: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG Sent: Mon Jan 11 14:29:19 2010 Subject: Re: Tracking logins and license types ARSystem 7.5does it out of the box. If you can't upgradeRRR has a really good license management tool. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Martin, Robert Sent: Monday, January 11, 2010 12:24 PM To: arslist@ARSLIST.ORG Subject: Tracking logins and license types ** Dear List, We are looking for a system that will track who logs in, what type license they have (fixed or floating), and how long they stay logged in. Anyone know of a fairly simple system that they would recommend? Dwayne Martin James Madison University (ARS 7.1 p3, RH Linux server, Oracle 10.3 db) _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_
Anybody tracking changes to config to the attribute level?
Hi guys. I'm looking for companies that are doing the following (or something close) so I can ask how you're doing it and how well it's working out: Require attributes for each related CI are that are going to change as a part of their change request be identified. Reports are generated automatically for change management to review to make sure that A) All changes to a managed attribute in the CMDB have a corresponding change and B) all planned attribute values (new os version, new memory value, etc). match (what was planned vs. discovered). If anybody is doing this or anything close, please let me know. Thanks! Jack Covert Corporate IT Remedy Support Team Remedy Support Team Home Page http://collaborate.mckesson.com/sites/esm/remedy http://collaborate.mckesson.com/sites/esm/remedy Remedy QA Sessions on Thursdays @ 10:30 AM PT Details on Remedy Support Team Home Page ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
ARS 7.5 Patch 3 failed
Hello listers. I recently attempted to upgrade ARS 7.5 Patch 2 to patch 3. During the installation on the Test server everything went smooth, and was successful. On the prod server we ran into major issues. In looking at the log files, it appears that the install failed primarily due to bad paths to the XML configuration files. Paths to the xml files for def file and arx imports appeared as hidden shares with $ signs in the following format. Note the paths are incorrect and not valid: installforms$//$adf_ServerApps1_en.xml ?? com.bmc.smbu.install.common.rule.engine.CommandExecutionException: RIK command (C:\DOCUME~1\USER\LOCALS~1\Temp\Utilities\rik\rik.exe loadapp -x MYSERVER.xyz.local -t 3355 -u USER -p not_displayed -l C:\Program Files\AR System\MyServer -n ARServer-RIK_PostUpgrade -f C:\Program Files\AR System\MYSERVER\ARServer\installforms$//$adf_ServerApps1_en.xml -m nosamp -k 0 -L -c) returned an exit code of 2, which was interpreted as a failure]} I was attempting to upgrade using RDP on a VM. Note the RIK folder was never created in the TEMP folder under Utilities. There were some jar files only? Thanks Steven _ Say Happy New Year with Messenger for Mobile. http://go.microsoft.com/?linkid=9706117 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ARS 7.5 Patch 3 failed
I had a problem upgrading to patch 3 as well. I my case the system was not translating the file correctly and was putting a carriage return in instead of a line feed and thus was deleting a character. Instead of 'Begin' the code said 'egin' and for some funny reason 'egin' is not a real command. I believe that the file that was giving me problems was asdf_ServerApps1 as well. Took BMC two months to get a fix to me so I hope you don't have the same delay. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Steve Iocco Sent: Monday, January 11, 2010 1:48 PM To: arslist@ARSLIST.ORG Subject: ARS 7.5 Patch 3 failed ** Hello listers. I recently attempted to upgrade ARS 7.5 Patch 2 to patch 3. During the installation on the Test server everything went smooth, and was successful. On the prod server we ran into major issues. In looking at the log files, it appears that the install failed primarily due to bad paths to the XML configuration files. Paths to the xml files for def file and arx imports appeared as hidden shares with $ signs in the following format. Note the paths are incorrect and not valid: installforms$//$adf_ServerApps1_en.xml ?? com.bmc.smbu.install.common.rule.engine.CommandExecutionException: RIK command (C:\DOCUME~1\USER\LOCALS~1\Temp\Utilities\rik\rik.exe loadapp -x MYSERVER.xyz.local -t 3355 -u USER -p not_displayed -l C:\Program Files\AR System\MyServer -n ARServer-RIK_PostUpgrade -f C:\Program Files\AR System\MYSERVER\ARServer\installforms$//$adf_ServerApps1_en.xml -m nosamp -k 0 -L -c) returned an exit code of 2, which was interpreted as a failure]} I was attempting to upgrade using RDP on a VM. Note the RIK folder was never created in the TEMP folder under Utilities. There were some jar files only? Thanks Steven Windows Live Messenger makes it easier to stay in touch - learn how! http://go.microsoft.com/?linkid=9706113 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: CM Process Flow Bar issue
Rick, I don't know if it is a known issue but I have seen it working correctly under CM 7.0.3 p8. We don't use that part of the approval flow here but if I use it it works. Regards, Chuck Baldi On Mon, Jan 11, 2010 at 1:58 PM, Rick Cook remedyr...@gmail.com wrote: ** I have CM 7.0.3 P9, and am seeing something that doesn't make sense. So either it isn't working as designed, or I don't understand the design. After the Business Approval is processed, the Status is Scheduled. In either case, the PF Bar should allow the Change User at that point to select Next Stage from the PF Bar to move that into a Status of Implementation in Progress. This is not working. I can change the Status manually, but not from the PF Bar. The same is true when attempting to use the PF Bar from Planning in Progress to Scheduled for Review. Manually, it works just fine. With the PF Bar, not so much. Both processes use the same part of the PF Bar. Is this a known issue with a resolution, or just something we are going to have to work around, or is this As designed. Rick _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: CM Process Flow Bar issue
OK, thanks. Must be something I did then. Rick On Mon, Jan 11, 2010 at 1:38 PM, Charles Baldi charles.ba...@gmail.comwrote: ** Rick, I don't know if it is a known issue but I have seen it working correctly under CM 7.0.3 p8. We don't use that part of the approval flow here but if I use it it works. Regards, Chuck Baldi On Mon, Jan 11, 2010 at 1:58 PM, Rick Cook remedyr...@gmail.com wrote: ** I have CM 7.0.3 P9, and am seeing something that doesn't make sense. So either it isn't working as designed, or I don't understand the design. After the Business Approval is processed, the Status is Scheduled. In either case, the PF Bar should allow the Change User at that point to select Next Stage from the PF Bar to move that into a Status of Implementation in Progress. This is not working. I can change the Status manually, but not from the PF Bar. The same is true when attempting to use the PF Bar from Planning in Progress to Scheduled for Review. Manually, it works just fine. With the PF Bar, not so much. Both processes use the same part of the PF Bar. Is this a known issue with a resolution, or just something we are going to have to work around, or is this As designed. Rick _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: I want to create a testserver of 7.5. Does anybody know how long it would take?
That's what I think too and am selling that idea to my client. -Original Message- From: Daniel Bloom danielbl...@rogers.com To: arslist@ARSLIST.ORG Sent: Mon, Jan 11, 2010 9:40 am Subject: Re: I want to create a testserver of 7.5. Does anybody know how long it would take? ** no CMDB in Help Desk 5 so it may not be so bad to upgrade to a newer version of AR System. We need to be sure we separate comments about version of ITSM from version of AR System. Once you get to the versions of ITSM/Help Desk which includes Asset Management being built on the CMDB the upgrade of the AR System (including version of CMDB) becomes critical. Upgrading from any older version of ITMS, i.e. 7.0 , to a newer version of ITSM is an export and rebuild of your system (foundation) data, since the data structures changed so much. Again, from a Help Desk only it is relatively easier, but that is relatively. Going forward, assuming you want BMC support and are planning on running AR System out into the future, IMHO you really do have to eventually abandon your old release and move to more current. Daniel From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Meyer, Jennifer L Sent: January 11, 2010 9:01 AM To: arslist@ARSLIST.ORG Subject: Re: I want to create a testserver of 7.5. Does anybody know how long it would take? ** I know you can put 6.X on 7.X, but not whether you can put pre-6 on 7.X. Just think, you can be the seminal case! Jennifer Meyer From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Remedy Muse Sent: Sunday, January 10, 2010 10:35 PM To: arslist@ARSLIST.ORG Subject: Re: I want to create a testserver of 7.5. Does anybody know how long it would take? ** Actually, was going to take a 5.0 Help Desk to 7.5 server. Just going to do a test to see how it does. If it can be done ok. If not, ditch and do a full 7.5. I just want to ditch the old and do the new. -Original Message- From: Mac McMillan mcmillan@gmail.com To: arslist@ARSLIST.ORG Sent: Sun, Jan 10, 2010 4:19 pm Subject: Re: I want to create a testserver of 7.5. Does anybody know how long it would take? Are just talking about ARSystem upgrade or CMDB/ITSM? If your moving from ARS 5.x to ARS 7.5, it will be a difficult and time consuming process. I have not done this myself, but the move from 5.0.1 to 6.3 was multi-step process and required a lot of planning and testing. And from what I've gleened off of the ARS List, you can't go directly to 7.x from 5.x. I'm sorry I'm not offering much more than that. ==Mac 2010/1/10 gene...@remedy-sso.com gene...@remedy-sso.com: You need only AR System or Ar System + ITSM? Konrad Single Sign On for Remedy AR System http://www.remedy-sso.com -Original Message- From: Action Request System discussion list(ARSList) _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized state official. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Tracking logins and license types
Hi, If you are looking at optimizing your license usage, 7.5 has no more to offer than earlier versions. Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. ARSystem 7.5does it out of the box. If you can't upgradeRRR has a really good license management tool. _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Martin, Robert Sent: Monday, January 11, 2010 12:24 PM To: arslist@ARSLIST.ORG Subject: Tracking logins and license types ** Dear List, We are looking for a system that will track who logs in, what type license they have (fixed or floating), and how long they stay logged in. Anyone know of a fairly simple system that they would recommend? Dwayne Martin James Madison University (ARS 7.1 p3, RH Linux server, Oracle 10.3 db) _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Tracking logins and license types
Hi, To expand a little bit further. The data in the form is the same as in the user-log-file. In other words it does not contain sessions with start and end dates, but rather various events such as login, logout, timeout, flush, password-problems etc. Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. ** To expand on LJ's comment, turn on User logging. With 7.5, the data from the log can be stored in a table in the system. Dave - dave.shell...@tycoelectronics.com (Wireless) From: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG Sent: Mon Jan 11 14:29:19 2010 Subject: Re: Tracking logins and license types ARSystem 7.5does it out of the box. If you can't upgradeRRR has a really good license management tool. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Martin, Robert Sent: Monday, January 11, 2010 12:24 PM To: arslist@ARSLIST.ORG Subject: Tracking logins and license types ** Dear List, We are looking for a system that will track who logs in, what type license they have (fixed or floating), and how long they stay logged in. Anyone know of a fairly simple system that they would recommend? Dwayne Martin James Madison University (ARS 7.1 p3, RH Linux server, Oracle 10.3 db) _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
