Re: Work Order Template Question

[Chris Danaceau]

Have you considered using the Remedy Import tool to accomplish this?  Export 
the data to a .csv file along with the Request ID (field 1), make the necessary 
changes and re-import using the "update data" option.  
 
-- 
Chris Danaceau
AttivaSoft Solutions Architect



From: Action Request System discussion list(ARSList) on behalf of Pierson, Shawn
Sent: Thu 2/11/2010 2:58 PM
To: arslist@ARSLIST.ORG
Subject: Work Order Template Question


** 
Good afternoon,
 
Has anyone been asked to update a Work Order Template by adding a new mapping 
to one of the fields on the Details or Details 2 tabs, and needed to populate 
those fields on existing Work Orders?  If so, how would you go about at least 
adding the fields.  The data can be manually updated, but the only thing I've 
been able to come up with is using SQL or an Escalation to add the field names 
to the existing Work Orders.
 
Any assistance would be greatly appreciated.
 
Thanks,
 
Shawn Pierson 
Remedy Developer | Southern Union
 
 
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Re: Lower case logins - CTM:People in Remedy 7.5

[Roger Justice]

You have to modify both the CTM:People and User forms you also need to 
review the People Permission form that also uses the login ID. There 
are other entries that the Data Wizard changes such as the submitter on 
Incident this is why you are seeing how complecated what you want to do 
is.



-Original Message-
From: kevkenn 
To: arslist@ARSLIST.ORG
Sent: Thu, Feb 11, 2010 8:18 pm
Subject: Lower case logins - CTM:People in Remedy 7.5


We have a need a way to bulk modify login ids (to lowercase) on the
CTM:People form in Remedy. These People have already been created via 
LDAP.



Does anyone know of the best way to do this in mass? Im finding it hard 
to
track down what pieces of code that are involved. Ive ran a log when 
using
the Data Wizard console (which will only let you modify one User Login 
at a

time) which is quite complex, and Im looking through it.


What I was hoping to do is run some sort of escalation or filter even 
on the
CTM People to give people lower case logins. (I know the basic premise 
is to
use the Lower function, but when I ran the filter for one people record 
i

got a unique index error.)

Thanks

Env - Windows 2003 SP2
   Oracle 10g
   Remedy 7.5
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http://old.nabble.com/Lower-case-logins---CTM%3APeople-in-Remedy-7.5-tp27556752p27556752.html
Sent from the ARS (Action Request System) mailing list archive at 
Nabble.com.


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Lower case logins - CTM:People in Remedy 7.5

[kevkenn]

We have a need a way to bulk modify login ids (to lowercase) on the
CTM:People form in Remedy. These People have already been created via LDAP.

 
Does anyone know of the best way to do this in mass? Im finding it hard to
track down what pieces of code that are involved. Ive ran a log when using
the Data Wizard console (which will only let you modify one User Login at a
time) which is quite complex, and Im looking through it.

 
What I was hoping to do is run some sort of escalation or filter even on the
CTM People to give people lower case logins. (I know the basic premise is to
use the Lower function, but when I ran the filter for one people record i
got a unique index error.)

Thanks

Env - Windows 2003 SP2
Oracle 10g
Remedy 7.5
-- 
View this message in context: 
http://old.nabble.com/Lower-case-logins---CTM%3APeople-in-Remedy-7.5-tp27556752p27556752.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Looking for off the shelf SatComm CMDB classes

[Juan Ingles]

We are looking to model our SatComm Network.

The Atrium classes, as luck would have it, are pretty light on both
networking and telecomm.

Anyone out there use any off the shelf CMDB class "expansion packs" to model
satcomm stuff?


Any feedback is greatly appreciated.

Thanks,
Juan Ingles

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SLM 7.5 Notification Templates-SW00343025

[andres tamayo]

anyone knows about this defect.

SLM 7.5 Notification Templates

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Re: need info

[Grooms, Frederick W]

Strange. When we upgraded from 6.3.0 patch 20 directly to 7.1.0 patch 003 we 
didn't have to rewrite any of our services and we have not had any problems.

My best suggestion is to install a 7.5 Mid-Tier on some temporary out of the 
way server and try it against a dev or test instance of ARS server.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Dennis Ruble
Sent: Thursday, February 11, 2010 2:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: need info

** 
Joe, 
It means that all 3 components(ARSystem, MidTier, and Admin Tool) need to be on 
the same side of that 7.0.1 patch 004 threshold.  For example, if you have 
ARSystem 7.0.1 patch 003 or below and have a MidTier at 7.0.1 patch 004 or 
above, existing web services may not work.  I say "may" because there might be 
some that do continue to work -- I can just tell you that all of ours failed 
and we had to rewrite.  Also, if you have ARSystem 7.0.1 patch 004+ and MidTier 
7.0.1 patch 004+, and try to create a web service with Admin tool 7.0.1 patch 
003 or below, the web service you create will not work.  They've all 3 got to 
be above or below that threshold.   

The thing that that line in the matrix doesn't say that perturbed me is that 
web services need to be recreated when crossing the threshold.  Our experience 
was that the web services written in 6.3 would not work when we crossed the 
threshold.  They had to be rewritten using an upgraded admin tool on an 
upgraded AR System with an upgraded MidTier. 

For what its worth, I read the line in the matrix and didn't understand the 
implications until hit over the head with it. 

In Amit's situation, if he doesn't have web services he's probably OK today.  
Like you we're running 7.1 midtier instead of 7.5 though, so not sure.  
However, if he tries to create a web service in that mixed configuration it 
will not work per my experience because one component will be above the 
threshold and one is below. 

Hope that helps! 

Dennis 

-Original Message-
Sent by: "Action Request System discussion list(ARSList)"  
On Behalf of Joe D'Souza
Sent : 02/11/2010 01:25 PM 
To : arslist@ARSLIST.ORG 
Subject : Re: need info

** 
Dennis, 
  
Somehow that statement - "Use of webservices requires that all 
ARS/Mid-tier/Admin Tool components be at 7.0.1 patch 004 or above, or all be at 
7.0.1 patch 003 or below" - doesn't make sense.. It means you can be on any 
version.. 
  
Or am I interpreting it wrong? 
  
Joe 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]on Behalf Of Dennis Ruble
Sent: Thursday, February 11, 2010 2:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: need info

** 
Amit, 
You may have a problem if you are using web services.  Per the 7.0.1 
Compatibility Matrix:  "Use of webservices requires that all ARS/Mid-tier/Admin 
Tool components be at 7.0.1 patch 004 or above, or all be at 7.0.1 patch 003 or 
below".   

7.0.1 patch 004 introduced a new way of handling webservice namespace.  We use 
web services and had to upgrade ARSystem to 7.0.1 patch 004+ before we could 
use mid tier 7.1 or above.  Our web services had to be rewritten with this 
upgrade.  I will say that it was worth the pain -- midtier 7.x is much 
better... 

Regards, 
Dennis Ruble 

-Original Message-
Sent by: "Action Request System discussion list(ARSList)"  
 On behalf of Joe D'Souza 
Sent: 02/11/2010 12:08 PM 
To : arslist@ARSLIST.ORG 
Subject : Re: need info

** 
I have been on Mid-tier 7.1 on ARS 6.3 with no problems.. 
 
To the best of my knowledge you can go to Mid-Tier 7.5 too and not face any 
issues.. 
 
Joe 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]on Behalf Of Amit
Sent: Thursday, February 11, 2010 9:35 AM
To: arslist@ARSLIST.ORG
Subject: need info

** 
Hello , 
 
We have incident and problem management application based on BMC ARS 6.3 
platform. Currently we are using mid tier version 6.3. We are planning to 
upgrade mid tier version to 7.x . 
Is it possible to go for mid tier version 7.5 with AR server 6.3? 
 
Regards, 
 
Amit 

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Re: Remedy Home Page

[lee]

Thanks everyone for the replies!

I was really hoping to show a simple number of their own tickets.
I could do it with tables and colcount but don't want to slow the home
page down.



On Feb 8, 7:17 pm, "Brock, Anne"  wrote:
> Might want to check out what BMC did with the ITSMoD home page; there's a 
> webinar Tuesday morning that will show it. The webinar will be recorded for 
> later viewing (go towww.bmc.com/eventsto sign up for it)
>
> It's much nicer looking!
>
> Anne Brock
> BMC SC
> (note: comments are my own, not necessarily BMC's position)
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of lee
> Sent: Monday, February 08, 2010 12:49 PM
> To: arsl...@arslist.org
> Subject: Remedy Home Page
>
> This one was quite difficult to search on.
>
> Everytime I log into Remedy, the Home Page is so plain.
> I have some ideas that I want to do but I'm wondering what others have
> done to spruce up their home page.
>
> I'm thinking of putting some simple like a flashboard.
> Ideally I'd like to put up a flashboard of the logged user's current
> open incident and work orders.
> However I can't find a way to do it with a single variable flashboard.
>
> Anyway, what have others done on their home page?
> Links to intranet?
> Picture of the company office?
>
> Thanks
>
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Re: Work Order Template Question

[Vinay Vermani]

Change the field properties to read/write temporarily and manually update
through modify all. and change field property back to original display as
text.



Thanks
vinay Vermani

On Thu, Feb 11, 2010 at 1:58 PM, Pierson, Shawn wrote:

> **
>  Good afternoon,
>
> Has anyone been asked to update a Work Order Template by adding a new
> mapping to one of the fields on the Details or Details 2 tabs, and needed to
> populate those fields on existing Work Orders?  If so, how would you go
> about at least adding the fields.  The data can be manually updated, but the
> only thing I’ve been able to come up with is using SQL or an Escalation to
> add the field names to the existing Work Orders.
>
> Any assistance would be greatly appreciated.
>
> Thanks,
>
> *Shawn Pierson *
> Remedy Developer | Southern Union
>
>
>  Private and confidential as detailed 
> here.
> If you cannot access hyperlink, please e-mail sender.
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_

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Re: need info

[Dennis Ruble]

Joe,
It means that all 3 components(ARSystem, MidTier, and Admin Tool) need to 
be on the same side of that 7.0.1 patch 004 threshold.  For example, if 
you have ARSystem 7.0.1 patch 003 or below and have a MidTier at 7.0.1 
patch 004 or above, existing web services may not work.  I say "may" 
because there might be some that do continue to work -- I can just tell 
you that all of ours failed and we had to rewrite.  Also, if you have 
ARSystem 7.0.1 patch 004+ and MidTier 7.0.1 patch 004+, and try to create 
a web service with Admin tool 7.0.1 patch 003 or below, the web service 
you create will not work.  They've all 3 got to be above or below that 
threshold. 

The thing that that line in the matrix doesn't say that perturbed me is 
that web services need to be recreated when crossing the threshold.  Our 
experience was that the web services written in 6.3 would not work when we 
crossed the threshold.  They had to be rewritten using an upgraded admin 
tool on an upgraded AR System with an upgraded MidTier.

For what its worth, I read the line in the matrix and didn't understand 
the implications until hit over the head with it.

In Amit's situation, if he doesn't have web services he's probably OK 
today.  Like you we're running 7.1 midtier instead of 7.5 though, so not 
sure.  However, if he tries to create a web service in that mixed 
configuration it will not work per my experience because one component 
will be above the threshold and one is below.

Hope that helps!

Dennis





Joe D'Souza  
Sent by: "Action Request System discussion list(ARSList)" 

02/11/2010 01:25 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: need info






** 
Dennis,
 
Somehow that statement - "Use of webservices requires that all 
ARS/Mid-tier/Admin Tool components be at 7.0.1 patch 004 or above, or all 
be at 7.0.1 patch 003 or below" - doesn't make sense.. It means you can be 
on any version..
 
Or am I interpreting it wrong?
 
Joe
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]on Behalf Of Dennis Ruble
Sent: Thursday, February 11, 2010 2:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: need info

** 
Amit, 
You may have a problem if you are using web services.  Per the 7.0.1 
Compatibility Matrix:  "Use of webservices requires that all 
ARS/Mid-tier/Admin Tool components be at 7.0.1 patch 004 or above, or all 
be at 7.0.1 patch 003 or below".   

7.0.1 patch 004 introduced a new way of handling webservice namespace.  We 
use web services and had to upgrade ARSystem to 7.0.1 patch 004+ before we 
could use mid tier 7.1 or above.  Our web services had to be rewritten 
with this upgrade.  I will say that it was worth the pain -- midtier 7.x 
is much better... 

Regards, 
Dennis Ruble 




Joe D'Souza  
Sent by: "Action Request System discussion list(ARSList)" 
 
02/11/2010 12:08 PM 

Please respond to
arslist@ARSLIST.ORG



To
arslist@ARSLIST.ORG 
cc

Subject
Re: need info








** 
I have been on Mid-tier 7.1 on ARS 6.3 with no problems.. 
  
To the best of my knowledge you can go to Mid-Tier 7.5 too and not face 
any issues.. 
  
Joe 
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]on Behalf Of Amit
Sent: Thursday, February 11, 2010 9:35 AM
To: arslist@ARSLIST.ORG
Subject: need info

** 
Hello , 
  
We have incident and problem management application based on BMC ARS 6.3 
platform. Currently we are using mid tier version 6.3. We are planning to 
upgrade mid tier version to 7.x . 
Is it possible to go for mid tier version 7.5 with AR server 6.3? 
  
Regards, 
  
Amit
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers 
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Work Order Template Question

[Pierson, Shawn]

Good afternoon,

Has anyone been asked to update a Work Order Template by adding a new mapping 
to one of the fields on the Details or Details 2 tabs, and needed to populate 
those fields on existing Work Orders?  If so, how would you go about at least 
adding the fields.  The data can be manually updated, but the only thing I've 
been able to come up with is using SQL or an Escalation to add the field names 
to the existing Work Orders.

Any assistance would be greatly appreciated.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union



Private and confidential as detailed here: 
http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the 
link, please e-mail sender.

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Re: need info

[Tommy Morris]

It means that you cannot have ARS 7.0.1patch 5 and Mid-tier 7.0.1 p2.
The components' patch levels must match where they are all 7.0.1 patch 3
and below or all are 7.0.1 patch 4 and above.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
Sent: Thursday, February 11, 2010 1:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: need info

 

** 

Dennis,

 

Somehow that statement - "Use of webservices requires that all
ARS/Mid-tier/Admin Tool components be at 7.0.1 patch 004 or above, or
all be at 7.0.1 patch 003 or below" - doesn't make sense.. It means you
can be on any version..

 

Or am I interpreting it wrong?

 

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Dennis Ruble
Sent: Thursday, February 11, 2010 2:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: need info

** 
Amit, 
You may have a problem if you are using web services.  Per the
7.0.1 Compatibility Matrix:  "Use of webservices requires that all
ARS/Mid-tier/Admin Tool components be at 7.0.1 patch 004 or above, or
all be at 7.0.1 patch 003 or below".   

7.0.1 patch 004 introduced a new way of handling webservice
namespace.  We use web services and had to upgrade ARSystem to 7.0.1
patch 004+ before we could use mid tier 7.1 or above.  Our web services
had to be rewritten with this upgrade.  I will say that it was worth the
pain -- midtier 7.x is much better... 

Regards, 
Dennis Ruble 





Joe D'Souza  
Sent by: "Action Request System discussion list(ARSList)"
 

02/11/2010 12:08 PM 

Please respond to
arslist@ARSLIST.ORG

To

arslist@ARSLIST.ORG 

cc


Subject

Re: need info

 






** 
I have been on Mid-tier 7.1 on ARS 6.3 with no problems.. 
  
To the best of my knowledge you can go to Mid-Tier 7.5 too and
not face any issues.. 
  
Joe 
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Amit
Sent: Thursday, February 11, 2010 9:35 AM
To: arslist@ARSLIST.ORG
Subject: need info

** 
Hello , 
  
We have incident and problem management application based on BMC
ARS 6.3 platform. Currently we are using mid tier version 6.3. We are
planning to upgrade mid tier version to 7.x . 
Is it possible to go for mid tier version 7.5 with AR server
6.3? 
  
Regards, 
  
Amit

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Crystal Reports Server XI running reports with subreports

[Susan Palmer]

Hi Everyone,

We have been using CRS XI for a year now and automatically run between
60-100 reports each night successfully.  Some of the reports do have a
subreport, not a problem.

We have a new summary report which is actually a master with 6 subreports
that runs successfully using CR XI desktop but will NOT run on CRS XI.  We
get a 'Table not found error.'  All the re(sub)ports are reporting on the
same table.

I've pretty well recreated the whole thing thinking something was internally
wrong with the report.  Then I suppressed all the subreports and make them
available one by one bringing the new report object into CRS.  Successful
until I reached the report that contained subreport #5.  I thought it was
the culprit.  So I brought that object only into CRS and it ran
successfully.

I get the error when again it's part of the master report.

This is the first time I've tried to schedule a report with more than 2
subreports.  Does anyone know if there actually is a limit or some setting
to be modified.  I have searched everywhere within the tool itself and the
help text.

I even went so far as to go to SAP's support site and submit a 'message'
(they don't even call them issues or problem .. lol ... and anyone who
spends time on that site should receive a medal of honor!).  Then the next
day I spent on hour on a remote session doing everything I had already done
with the same results.

This report needs to run every two hours and right now I'm that automation,
but some would say with a flaky clock.

Please shed some light on this if you can.

With appreciation,
Susan

Susan Palmer
ShopperTrak
200 W Monroe St  11th Floor
Chicago, IL  60606
312-529-5325
312-502-7687
spal...@shoppertrak.com

Crystal Reports Server v11.5
Crystal Reports Professional v11.0.0.2
Remedy v 7.0.1P2
Oracle 10g2

Separate server with CRS
Database server separate from application server

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Re: need info

[Joe D'Souza]

Dennis,

Somehow that statement - "Use of webservices requires that all
ARS/Mid-tier/Admin Tool components be at 7.0.1 patch 004 or above, or all be
at 7.0.1 patch 003 or below" - doesn't make sense.. It means you can be on
any version..

Or am I interpreting it wrong?

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Dennis Ruble
  Sent: Thursday, February 11, 2010 2:06 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: need info


  **
  Amit,
  You may have a problem if you are using web services.  Per the 7.0.1
Compatibility Matrix:  "Use of webservices requires that all
ARS/Mid-tier/Admin Tool components be at 7.0.1 patch 004 or above, or all be
at 7.0.1 patch 003 or below".

  7.0.1 patch 004 introduced a new way of handling webservice namespace.  We
use web services and had to upgrade ARSystem to 7.0.1 patch 004+ before we
could use mid tier 7.1 or above.  Our web services had to be rewritten with
this upgrade.  I will say that it was worth the pain -- midtier 7.x is much
better...

  Regards,
  Dennis Ruble




Joe D'Souza 
Sent by: "Action Request System discussion list(ARSList)"

02/11/2010 12:08 PM Please respond to
  arslist@ARSLIST.ORG


   To arslist@ARSLIST.ORG
  cc
  Subject Re: need info







  **
  I have been on Mid-tier 7.1 on ARS 6.3 with no problems..

  To the best of my knowledge you can go to Mid-Tier 7.5 too and not face
any issues..

  Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Amit
  Sent: Thursday, February 11, 2010 9:35 AM
  To: arslist@ARSLIST.ORG
  Subject: need info

  **
  Hello ,

  We have incident and problem management application based on BMC ARS 6.3
platform. Currently we are using mid tier version 6.3. We are planning to
upgrade mid tier version to 7.x .
  Is it possible to go for mid tier version 7.5 with AR server 6.3?

  Regards,

  Amit

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Re: need info

[Dennis Ruble]

Amit,
You may have a problem if you are using web services.  Per the 7.0.1 
Compatibility Matrix:  "Use of webservices requires that all 
ARS/Mid-tier/Admin Tool components be at 7.0.1 patch 004 or above, or all 
be at 7.0.1 patch 003 or below". 

7.0.1 patch 004 introduced a new way of handling webservice namespace.  We 
use web services and had to upgrade ARSystem to 7.0.1 patch 004+ before we 
could use mid tier 7.1 or above.  Our web services had to be rewritten 
with this upgrade.  I will say that it was worth the pain -- midtier 7.x 
is much better... 

Regards,
Dennis Ruble





Joe D'Souza  
Sent by: "Action Request System discussion list(ARSList)" 

02/11/2010 12:08 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: need info






** 
I have been on Mid-tier 7.1 on ARS 6.3 with no problems..
 
To the best of my knowledge you can go to Mid-Tier 7.5 too and not face 
any issues..
 
Joe
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]on Behalf Of Amit
Sent: Thursday, February 11, 2010 9:35 AM
To: arslist@ARSLIST.ORG
Subject: need info

** 
Hello ,
 
We have incident and problem management application based on BMC ARS 6.3 
platform. Currently we are using mid tier version 6.3. We are planning to 
upgrade mid tier version to 7.x .
Is it possible to go for mid tier version 7.5 with AR server 6.3?
 
Regards,
 
Amit
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Re: CentOS: Installing ARS 7.x, ITSM 7.x on

[Danny Kellett]

Yep, I have it running on a vm on Centos 4. Something. The AR version is 7.1
and ITSM 7.03.

You have to edit the ar_install script to fool it as it looks for Red Hat
etc though.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi
Sent: 11 February 2010 18:42
To: arslist@ARSLIST.ORG
Subject: CentOS: Installing ARS 7.x, ITSM 7.x on

Doable? Any caveats?

I'm trying to put together a test box. Decided to build my own machine using
freebies after chasing the "system" people to get me a RHEL box or VM, with
no results. >:(  (That's supposed to be an "angry and sad" emoticon).

I will be setting up my own Oracle and perhaps apache instance as well. On
CentOS. Fun.


  


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CentOS: Installing ARS 7.x, ITSM 7.x on

[Rabi Tripathi]

Doable? Any caveats?

I'm trying to put together a test box. Decided to build my own machine using 
freebies after chasing the "system" people to get me a RHEL box or VM, with no 
results. >:(  (That's supposed to be an "angry and sad" emoticon).

I will be setting up my own Oracle and perhaps apache instance as well. On 
CentOS. Fun.


  

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Herb Partlow update

[Kelly Deaver]

**
Herb says to tell everyone he is recovering,' one cast, one wrist guard one eye patch'.. much improved from last time we spoke! Keep the prayers, good thoughts and whatever mojo you know going.
 
KellyKelly DeaverL-3 Stratis / FAA Contractor
kdea...@kellydeaver.com (ARSlist mail)kelly.ctr.dea...@faa.gov (Business mail)
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Re: need info

[Easter, David]

It wouldn't be officially supported, of course.  AR System 6.3.00 is no longer 
a supported version of AR System - it became unsupported with the release of AR 
System 7.5.00.

-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 Joe D'Souza
Sent: Thursday, February 11, 2010 10:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: need info

**
I have been on Mid-tier 7.1 on ARS 6.3 with no problems..

To the best of my knowledge you can go to Mid-Tier 7.5 too and not face any 
issues..

Joe
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]on Behalf Of Amit
Sent: Thursday, February 11, 2010 9:35 AM
To: arslist@ARSLIST.ORG
Subject: need info
**
Hello ,

We have incident and problem management application based on BMC ARS 6.3 
platform. Currently we are using mid tier version 6.3. We are planning to 
upgrade mid tier version to 7.x .
Is it possible to go for mid tier version 7.5 with AR server 6.3?

Regards,

Amit
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Re: need info

[Joe D'Souza]

I have been on Mid-tier 7.1 on ARS 6.3 with no problems..

To the best of my knowledge you can go to Mid-Tier 7.5 too and not face any
issues..

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Amit
  Sent: Thursday, February 11, 2010 9:35 AM
  To: arslist@ARSLIST.ORG
  Subject: need info


  **
  Hello ,



  We have incident and problem management application based on BMC ARS 6.3
platform. Currently we are using mid tier version 6.3. We are planning to
upgrade mid tier version to 7.x .

  Is it possible to go for mid tier version 7.5 with AR server 6.3?



  Regards,



  Amit

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Re: Re : CI Viewer

[Joe D'Souza]

Maybe your Mid-tier application has not recached after you made some change?
Flush the cache and try the operation again..

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Frex Popo
  Sent: Thursday, February 11, 2010 8:43 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: Re : CI Viewer


  ** The first error states it could be due to problems in workflow, so will
enable the workflow log and take it from there :)

8804

Error

The specified container does not exist.

This is likely caused by a programming error, for example, in an
incorrect API program. You

might also see this if an Open Window active link action tries to
open a form from a different

server and a different application name.



--- En date de : Jeu 11.2.10, Frex Popo  a écrit
:


  De: Frex Popo 
  Objet: Re: Re : CI Viewer
  À: arslist@ARSLIST.ORG
  Date: Jeudi 11 Février 2010, 13h00



  Hello Joe,

  I now have access to the Web Server. Looked at the logs
and this is what I found:

  ARERR [8804] The specified container does not exist :
SCRSRM:REQ:Start

  [2/9/10 10:51:19:233 CET] 0026 SystemErr R  ... 24
more
  [2/9/10 10:53:27:987 CET] 0030 SystemErr R *
ILOG JViews Diagrammer version 6.5 is in use.
  [2/9/10 10:53:27:987 CET] 0030 SystemErr R **
Licensed for deploying application 'BMC Atrium CMDB and BMC
  [2/9/10 10:53:27:987 CET] 0030 SystemErr R **
Change Managemen'.
  [2/9/10 10:53:27:987 CET] 0030 SystemErr R ** This
license does not cover development.  You are required to
  [2/9/10 10:53:27:987 CET] 0030 SystemErr R **
purchase a development license if you want to develop
  [2/9/10 10:53:27:987 CET] 0030 SystemErr R **
software using this product.

  full log attached.

  Regards
  frex


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Re: OT: Be a follower - pursue your interest - you can make a movement

[Doug Blair]

**
Bravo!Sivers showed up on Best of You Tube last week with a video about the differences between the Japanese and American street addressing systems (they are not the same).  Take a look athttp://www.youtube.com/watch?v=q1zh49J5rsgAnd almost anyone who talks at TED is worth listening too...DougOn Feb 11, 2010, at 11:52 AM, John Sundberg wrote:**
Here is something educational and inspirational.http://sivers.org/ffI see it as - be open - consider alternatives -- and if you like it -- do something about it -- join in -- make it live.Like it? I thought it was fun/inspirational.-John --John SundbergKinetic Data, Inc."Building a Better Service Experience"Recipient of the WWRUG09 Innovator of the Year Awardjohn.sundb...@kineticdata.com651.556.0930  I  www.kineticdata.com _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_

Doug--Doug Blaird...@blairing.com+1 224-558-5462200 North Arlington Heights RoadArlington Heights, Illinois 60004

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Re: Users not getting Floating licenses

[Misi Mladoniczky]

Hi,

This probably does not account for things, but if you have 12 pooled
licenses and 19 unpooled, all licenses can still be sucked up by the
pooled users.

If you want to prevent the pooled users from using the unpooled licenses,
you must assigne these to another group, and then assigning this group to
all other users.

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.

> Dear List
> Our Server Information/License tab shows that we have 31 Floating licenses
> Our "Group" form shows 12 of these licenses reserved for particular
> Permission Groups. That should leave 19 for other users.
> But when we look at our "Ar System Administration Console/Manage User
> Licenses" window we see that there are 6 non-pooled Floating License in
> use, which should leave 13 for new logins.  But we also see two
> "Read(floating)" people waiting for a Floating license.
> One of these persons was already logged in when we opened the window, so
> there is the remote possibility that the Floating licenses were all taken
> when he logged in, and he hasn't tried to do anything that would cause him
> to get a Floating license.  But the second guy logged in while we were
> looking at the window.  So why didn't he get a Floating license?
> We recently bought 5 more floating licenses, and we re-started the ARS
> server after applying them, but even if we forgot, we should still have 8
> available licenses.
> Is something wrong, or are we missing a piece of the puzzle?
>
> Dwayne Martin
> James Madison University
> (ARS 7.1 p3, RH Linux Server, Oracle 10.2 db)
> PS- I just took another look, and one of the "Read(floating)" people
> finally got a Fixed license, but the second is still waiting, and there
> are now 5 more waiting, even tho it seems to me that there should be 10
> available.
>
>
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>
> --
> This message was scanned by ESVA and is believed to be clean.
>
>

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OT: Be a follower - pursue your interest - you can make a movement

[John Sundberg]

Here is something educational and inspirational.

http://sivers.org/ff


I see it as - be open - consider alternatives -- and if you like it --  
do something about it -- join in -- make it live.



Like it? I thought it was fun/inspirational.


-John








--
John Sundberg

Kinetic Data, Inc.
"Building a Better Service Experience"
Recipient of the WWRUG09 Innovator of the Year Award

john.sundb...@kineticdata.com
651.556.0930  I  www.kineticdata.com








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Re: Sending notifications to assigned Groups in HelpDesk (7.5) through filters

[Kelly Deaver]

**
it converted the SGP# to a Group form name/numberKelly DeaverL-3 Stratis / FAA Contractor
kdea...@kellydeaver.com (ARSlist mail)kelly.ctr.dea...@faa.gov (Business mail)
 
 

 Original Message Subject: Re: Sending notifications to assigned Groups in HelpDesk (7.5)through filtersFrom: strauss Date: Thu, February 11, 2010 9:48 amTo: arslist@ARSLIST.ORG



This was necessary for the custom notification to work, correct?  In my experience, the actual service targets use the SPG number for the group correctly in their qualifications (as documented on pg. 219 of the User Guide).  For example:
 
'Service Type' = "User Service Request" AND 'Categorization Tier 1' = "Infrastructure Services" AND (('Assigned Group ID' = "SGP0387") OR ('Assigned Group ID' = "SGP0404"))
 
I used the templates for almost all of the notifications to Assigned Groups and Owner Groups in SLM 7.1.00.002 (which have their own contorted logic and workflow), so I had not run into this.
 
What did the hot fix change?
 
Christopher Strauss, Ph.D.Call Tracking Administration ManagerUniversity of North Texas Computing & IT Centerhttp://itsm.unt.edu/ 

From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kelly DeaverSent: Thursday, February 11, 2010 9:25 AMTo: arslist@ARSLIST.ORGSubject: Re: Sending notifications to assigned Groups in HelpDesk (7.5) through filters
 
** 

Just went through this yesterday. You have to use the Group name in the Group from, not CTM:SupportGroup. By default your Support Group names in the Group form are a number, something like 150. Doing notifications for Assignee Group in Incident, Problem, etc works fine as they built the logic in to the workflow to find the REAL group name from the Group form. For SLM or direct filters, you have to figure out the true group name. BMC support sent us a hot fix to apply so it will work with SLM (where we saw the issue).Kelly DeaverL-3 Stratis / FAA Contractor

kdea...@kellydeaver.com (ARSlist mail)kelly.ctr.dea...@faa.gov (Business mail)

 

 


 Original Message Subject: Sending notifications to assigned Groups in HelpDesk (7.5)through filtersFrom: "Alberto Mel." Date: Thu, February 11, 2010 7:31 amTo: arslist@ARSLIST.ORG** Hi all, 

 

I have a silly question but i'm not sure. I  can't check now if I want to send a notification to an assigned Group  with a filter (Notify) in the "To" field I can write the name of the group.

 

Is this ok or I may write perhaps the group id (of the group table, not support group table) or all the emails of the support people who belong to the support grup?.

 

Thank youy very much!

 

Alberto
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Users not getting Floating licenses

[Martin, Robert]

Dear List
Our Server Information/License tab shows that we have 31 Floating licenses
Our "Group" form shows 12 of these licenses reserved for particular Permission 
Groups. That should leave 19 for other users.
But when we look at our "Ar System Administration Console/Manage User Licenses" 
window we see that there are 6 non-pooled Floating License in use, which should 
leave 13 for new logins.  But we also see two "Read(floating)" people waiting 
for a Floating license.
One of these persons was already logged in when we opened the window, so there 
is the remote possibility that the Floating licenses were all taken when he 
logged in, and he hasn't tried to do anything that would cause him to get a 
Floating license.  But the second guy logged in while we were looking at the 
window.  So why didn't he get a Floating license?
We recently bought 5 more floating licenses, and we re-started the ARS server 
after applying them, but even if we forgot, we should still have 8 available 
licenses.
Is something wrong, or are we missing a piece of the puzzle?

Dwayne Martin
James Madison University
(ARS 7.1 p3, RH Linux Server, Oracle 10.2 db)
PS- I just took another look, and one of the "Read(floating)" people finally 
got a Fixed license, but the second is still waiting, and there are now 5 more 
waiting, even tho it seems to me that there should be 10 available.


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Re: Report Button Mid Tier

[Jason]

Kathy,
 I believe there's a Report checkbox on the View Properties for the form. Make 
sure that it's checked.

Jason





From: Kathy Morris 
To: arslist@ARSLIST.ORG
Sent: Mon, February 8, 2010 12:09:32 PM
Subject: Report Button Mid Tier

** Hello,
 
We are not seeing the Report button in Mid Tier when we are in the Modfiy 
mode.  How do you view the report button.
 
We want to select the entries and just generate a report on the items 
selected.
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Re: Sending notifications to assigned Groups in HelpDesk (7.5) through filters

[strauss]

This was necessary for the custom notification to work, correct?  In my 
experience, the actual service targets use the SPG number for the group 
correctly in their qualifications (as documented on pg. 219 of the User Guide). 
 For example:

'Service Type' = "User Service Request" AND 'Categorization Tier 1' = 
"Infrastructure Services" AND (('Assigned Group ID' = "SGP0387") OR 
('Assigned Group ID' = "SGP0404"))

I used the templates for almost all of the notifications to Assigned Groups and 
Owner Groups in SLM 7.1.00.002 (which have their own contorted logic and 
workflow), so I had not run into this.

What did the hot fix change?

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 Kelly Deaver
Sent: Thursday, February 11, 2010 9:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Sending notifications to assigned Groups in HelpDesk (7.5) through 
filters

**
Just went through this yesterday. You have to use the Group name in the Group 
from, not CTM:SupportGroup. By default your Support Group names in the Group 
form are a number, something like 150. Doing notifications for Assignee 
Group in Incident, Problem, etc works fine as they built the logic in to the 
workflow to find the REAL group name from the Group form. For SLM or direct 
filters, you have to figure out the true group name. BMC support sent us a hot 
fix to apply so it will work with SLM (where we saw the issue).

Kelly Deaver
L-3 Stratis / FAA Contractor
kdea...@kellydeaver.com (ARSlist mail)
kelly.ctr.dea...@faa.gov (Business mail)


 Original Message 
Subject: Sending notifications to assigned Groups in HelpDesk (7.5)
through filters
From: "Alberto Mel." 
Date: Thu, February 11, 2010 7:31 am
To: arslist@ARSLIST.ORG

** Hi all,

I have a silly question but i'm not sure. I  can't check now if I want to send 
a notification to an assigned Group  with a filter (Notify) in the "To" field I 
can write the name of the group.

Is this ok or I may write perhaps the group id (of the group table, not support 
group table) or all the emails of the support people who belong to the support 
grup?.

Thank youy very much!

Alberto
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Re: Sending notifications to assigned Groups in HelpDesk (7.5) through filters

[Kelly Deaver]

**
Just went through this yesterday. You have to use the Group name in the Group from, not CTM:SupportGroup. By default your Support Group names in the Group form are a number, something like 150. Doing notifications for Assignee Group in Incident, Problem, etc works fine as they built the logic in to the workflow to find the REAL group name from the Group form. For SLM or direct filters, you have to figure out the true group name. BMC support sent us a hot fix to apply so it will work with SLM (where we saw the issue).Kelly DeaverL-3 Stratis / FAA Contractor
kdea...@kellydeaver.com (ARSlist mail)kelly.ctr.dea...@faa.gov (Business mail)
 
 

 Original Message Subject: Sending notifications to assigned Groups in HelpDesk (7.5)through filtersFrom: "Alberto Mel." Date: Thu, February 11, 2010 7:31 amTo: arslist@ARSLIST.ORG** Hi all, 

I have a silly question but i'm not sure. I  can't check now if I want to send a notification to an assigned Group  with a filter (Notify) in the "To" field I can write the name of the group.

Is this ok or I may write perhaps the group id (of the group table, not support group table) or all the emails of the support people who belong to the support grup?.

Thank youy very much!

Alberto_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ 
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need info

[Amit]

Hello ,

 

We have incident and problem management application based on BMC ARS 6.3
platform. Currently we are using mid tier version 6.3. We are planning to
upgrade mid tier version to 7.x .

Is it possible to go for mid tier version 7.5 with AR server 6.3?

 

Regards,

 

Amit

 

 


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Re: OT: Server Sizing

[patrick zandi]

Ya know ... this is an interesting base line for a single server..
windows that is..
On Wed, Feb 10, 2010 at 2:42 PM, strauss  wrote:

> **
>
> I agree with Patrick.  For SQL Server 2008 x64 on Win2K8 x64, you will want
> more memory than 8 gb, especially since the OS will tie up at least 2 gb.
>
>
>
> The SQL Server I will be using for production under ARS 7.5 and all of the
> 7.6 apps has 24 gb RAM, with SQL Server configured to use up to 20 gb. The
> ARSystem db with all apps loaded but only sample data and some foundation
> data is only 4.7 gb right now, so SQL Server is only using 6.5 gb of RAM and
> the system is using 7.95 gb total.  As the db grows and activity goes up the
> SQL Server usage will rise dramatically.  We originally tested 7.5/7.6
> against a 12 gb SQL Server 2008 x64 machine, with 10 gb allocated to SQL
> Server, and ran a process that generated millions of records (the ARSystem
> db grew to 20-30 gb in size).  When it got that big, the 12 gb of ram was
> completely used up (96%) by SQL Server and the OS together.  We decided to
> buy a newer server with twice the RAM.
>
>
>
> Even on ARS 7.1 the SQL Server memory utilization can climb dramatically
> depending on what the AR server is doing.  My production database server
> (SQL Server 2005 x64, 8.6 gb ARSystem db) is currently loafing at 3 gb
> utilized out of 10 gb total, with the SQL Server using only 2 gb, but the
> SQL Server process has peaked at 6.3 gb of memory during the current month
> (since last reboot).  When SQL Server runs out of ram and starts swapping
> memory out to disk, performance will suffer.
>
>
>
> Two processors is fine as long as they have multiple cores; the machines I
> have SQL Server 2008 x64 on, one for ARSystem, one for Remedy Knowledge
> Management and a development ARSystem, have two Intel E5550 or E5520 CPUs
> respectively, for a total of 16 cores each.
>
>
>
> Keep in mind that you will need to run ADDM against a different instance of
> SQL Server, one collated to be case sensitive.  If you put it on the same
> server as the SQL Server hosting the ARSystem db – normally case Insensitive
> -  you will need even more RAM.
>
>
>
> 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 *patrick zandi
> *Sent:* Wednesday, February 10, 2010 12:16 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: OT: Server Sizing
>
>
>
> **
>
> If it was me, I would change that to 16 gig of ram, and 4 CPU's min
>
> 2008 OS is ram worthy, with sqlserver another 2.5 gig min, that is 5 - 6
> with 20% overhead gone.
>
> Then adding in the ARS 2 gig, and mid-tier 3 gig,
>
> that is about 10 gig alone.. and you always add more than you need just
> because it keeps the os happy.
>
> that is just the ars, db, flashboards, mid-tier box (if you have to keep it
> on one box)
>
>
>
> Then you will have to have your addm on one box, RKM on another , and
> BEM/SIM is large as well and that gives you one more box.
>
>
>
> So 4 boxes with the above settings would be my recommendations up front,
> without all the details..
>
> but if you are going enterprise, your CMDB Reconciliation engine needs its
> own box it can be 9 - 12 hours of processing..
>
>
>
> my 2Cents.
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Philip, Saji L
>
> *Sent:* Wednesday, February 10, 2010 11:16 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Server Sizing
>
>  **
>
> Hello, AR Listers
>
> We are currently in preliminary discussions to upgrade our current
> Remedy platform to 7.6 and adding SLM, RKM, and Change/Release Management.
> We are also adding some infrastructure products like BEM/SIM and ADDM
> discovery.  We want to fully implement CMDB as well.
>
> Question: management is asking me how the infrastructure would
> look( concentrating on the CMDB side ).  We currently have about 4,000
> incidents into Remedy, roughly 50 change items, and we are looking at
> managing about 3,000 CIs in the CMDB.  So, I am looking for actual
> deployments or literature on how to size for the CMDB?
>
>   I am looking at have a SQL server( possibly 2 cpus and 8 gigs
> of memory ) running WIN 2008 ( 64bit ), I am not concerned with the storage,
> because the DB files will be located on a SAN.  Is the above SQL Server
> sufficient enough to handle the above numbers?  Or should I consider bumping
> up the cpus and memory?  I think I am ok, but wanted to make sure.
>
> Saji
>  _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_
>



-- 
Patrick Zandi

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Re: Re : CI Viewer

[Frex Popo]

The first error states it could be due to problems in workflow, so will enable 
the workflow log and take it from there :)
 
8804
Error
The specified container does not exist.
This is likely caused by a programming error, for example, in an incorrect API 
program. You
might also see this if an Open Window active link action tries to open a form 
from a different
server and a different application name.


--- En date de : Jeu 11.2.10, Frex Popo  a écrit :


De: Frex Popo 
Objet: Re: Re : CI Viewer
À: arslist@ARSLIST.ORG
Date: Jeudi 11 Février 2010, 13h00








 
Hello Joe,
 
I now have access to the Web Server. Looked at the logs and this is what I 
found:
 
ARERR [8804] The specified container does not exist : SCRSRM:REQ:Start
 
[2/9/10 10:51:19:233 CET] 0026 SystemErr R  ... 24 more
[2/9/10 10:53:27:987 CET] 0030 SystemErr R * ILOG JViews Diagrammer 
version 6.5 is in use.
[2/9/10 10:53:27:987 CET] 0030 SystemErr R ** Licensed for deploying 
application 'BMC Atrium CMDB and BMC
[2/9/10 10:53:27:987 CET] 0030 SystemErr R ** Change Managemen'.
[2/9/10 10:53:27:987 CET] 0030 SystemErr R ** This license does not 
cover development.  You are required to
[2/9/10 10:53:27:987 CET] 0030 SystemErr R ** purchase a development 
license if you want to develop
[2/9/10 10:53:27:987 CET] 0030 SystemErr R ** software using this 
product.
 
full log attached.
 
Regards
frex
 





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Sending notifications to assigned Groups in HelpDesk (7.5) through filters

[Alberto Mel.]

Hi all,

I have a silly question but i'm not sure. I  can't check now if I want to
send a notification to an assigned Group  with a filter (Notify) in the "To"
field I can write the name of the group.

Is this ok or I may write perhaps the group id (of the group table, not
support group table) or all the emails of the support people who belong to
the support grup?.

Thank youy very much!

Alberto

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