Re: Approval error when using RunProcess

[Rajendra Kapale]

Application commands always run on the server, you must use the following
syntax when executing an Application command from an active link:
To run the command on the current server:
@@:processCommand {parameters]
 To run the command on a different AR System server:
@serverName:processCommmand [parameters]

so please try following to run the approval command from the active link
@@:Application-Command Approval Add-Sig -s "$SCHEMA$" -e "$Request ID$" -t
"Change Ad Hoc" -o "sac"

Thanks,
Rajendra

On Wed, Mar 3, 2010 at 12:54 AM, Chowdhury, Tauf wrote:

> **
>
> All,
>
> My first attempt at using RunProcess to trigger an approval signature on a
> Change Request.
>
> Here is what I put into the Run Process command line:
>
> Application-Command Approval Add-Sig -s "$SCHEMA$" -e "$Request ID$" -t
> "Change Ad Hoc" -o "sac"
>
>
>
> I get an error: Cannot find the specified file
>
>
>
> Any ideas on what I could be messing up? BTW, the run process is being
> triggered on an Active Link.
>
>
>
> Env: AR 7.1 , ITSM 7.0.3
>
>
>
> *T**auf** **C**howdhury** **|** **F**orest** **L**aboratories**, **I**nc.*
> **
>
> Analyst, Service Management
>
> Informatics-Infrastructure
>
> Office: 631.858.7765
>
> Mobile:646.483.2779
>
>
>  --
> This e-mail and its attachments may contain Forest Laboratories, Inc.
> proprietary information that is privileged, confidential or subject to
> copyright belonging to Forest Laboratories, Inc. This e-mail is intended
> solely for the use of the individual or entity to which it is addressed. If
> you are not the intended recipient of this e-mail, or the employee or agent
> responsible for delivering this e-mail to the intended recipient, you are
> hereby notified that any dissemination, distribution, copying or action
> taken in relation to the contents of and attachments to this e-mail is
> strictly prohibited and may be unlawful. If you have received this e-mail in
> error, please notify the sender immediately and permanently delete the
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BMC installers

[Frex Popo]

Dear Listers,
 
Does anyone knows where the BMC installers pick up the instalation 
parameteres/values from. If you re-run the installer, all the prompts have 
values from a previous run. Is this kept in some installation file?
 
Kind Regards
frex





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Re: BMC installers

[Satya Gandhi]

Hello Frex,

When you run the installer it creates a xml file, i hope with the file name
Application/ModuleInstalledConfig.xml and on a re-run picks up the values
from this XML file

Regards

Satya

On Wed, Mar 3, 2010 at 9:46 AM, Frex Popo  wrote:

> **
>
>
>Dear Listers,
>
> Does anyone knows where the BMC installers pick up the instalation
> parameteres/values from. If you re-run the installer, all the prompts have
> values from a previous run. Is this kept in some installation file?
>
> Kind Regards
> frex
>
>
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_




-- 
Regards

Satya

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 support representative for BMC Software, Inc.

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Re : BMC installers - RESOLVED

[Frex Popo]

--- En date de : Mer 3.3.10, Frex Popo  a écrit :


De: Frex Popo 
Objet: BMC installers
À: arslist@ARSLIST.ORG
Date: Mercredi 3 mars 2010, 10h46














Dear Listers,
 
Does anyone knows where the BMC installers pick up the instalation 
parameteres/values from. If you re-run the installer, all the prompts have 
values from a previous run. Is this kept in some installation file?
 
Kind Regards
frex






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Re : BMC installers - RSOLVED

[Frex Popo]

Thanks Satya

I thought so. At first I looked in where TEMP= was pointing in our system since 
this is where, as far as I know,  the installation logs go. There was a 
parameter that I was after which was causing an instalation failure that wasn't 
in the .xml file and was being picked up by the installer. So me think that 
parameter is read from somewhere else ... anyway at the end it turned out to be 
up a bad configuration at the database level.




De : Satya Gandhi 
À : arslist@ARSLIST.ORG
Envoyé le : Mer 3 Mars 2010, 10 h 57 min 28 s
Objet : Re: BMC installers

** 
Hello Frex,

When you run the installer it creates a xml file, i hope with the file name 
Application/ModuleInstalledConfig.xml and on a re-run picks up the values from 
this XML file

Regards

Satya


On Wed, Mar 3, 2010 at 9:46 AM, Frex Popo  wrote:

** 
>
>>
>>Dear Listers,
>>
>>Does anyone knows where the BMC installers pick up the instalation 
>>parameteres/values from. If you re-run the installer, all the prompts have 
>>values from a previous run. Is this kept in some installation file?
>>
>>Kind Regards
>>frex 
>> 
>_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_


-- 
Regards

Satya

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 support representative for BMC Software, Inc.
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Web Service Question - OpGetList

[Juan Carlos Figueroa]

Hi list,
 
Have a question regarding web services and the OpGetList operation.  
 
As an example, here is what I am trying to do – I have a button on the Help 
Desk form that pushes the qualification to a new regular form that I built that 
will pull back all the Work Info entries for that specific Incident.  I have 
also created a filter to consume the web service that I built with the 
OpGetList operation.  I have made sure that the MaxOccurs is unbounded and the 
GetListValues is correctly mapped (the ROOT is not mapped).  
 
The issue I am having is that I am getting only one Work Info to come back 
across if there are multiple Work Infos.  I have tried contacting support but 
they are just giving me the Integration.pdf and say to follow the examples in 
there.  I was wondering if anyone else has had any luck with getting multiples 
to come back across when consuming a web service.  I see in the mid-tier logs 
that all the Work Infos are being passed back but not sure why they are not 
being saved in the form consuming the web service.  Thanks in advance for your 
help!
 
ARServer – 7.0.1 patch 8
Mid-Tier – 7.0.1 patch 8
 
Juan
  
_
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Re: Web Service Question - OpGetList

[Grooms, Frederick W]

OpGetList does return a list, but how do you have the list mapped?  Is it going 
to its own sub-form (each info would be its own record)? 

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Juan Carlos Figueroa
Sent: Wednesday, March 03, 2010 9:52 AM
To: arslist@ARSLIST.ORG
Subject: Web Service Question - OpGetList

Hi list,

Have a question regarding web services and the OpGetList operation.  
 
As an example, here is what I am trying to do - I have a button on the Help 
Desk form that pushes the qualification to a new regular form that I built that 
will pull back all the Work Info entries for that specific Incident.  I have 
also created a filter to consume the web service that I built with the 
OpGetList operation.  I have made sure that the MaxOccurs is unbounded and the 
GetListValues is correctly mapped (the ROOT is not mapped).  
 
The issue I am having is that I am getting only one Work Info to come back 
across if there are multiple Work Infos.  I have tried contacting support but 
they are just giving me the Integration.pdf and say to follow the examples in 
there.  I was wondering if anyone else has had any luck with getting multiples 
to come back across when consuming a web service.  I see in the mid-tier logs 
that all the Work Infos are being passed back but not sure why they are not 
being saved in the form consuming the web service.  Thanks in advance for your 
help!

ARServer - 7.0.1 patch 8
Mid-Tier - 7.0.1 patch 8

Juan

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Re: Web Service Question - OpGetList

[Juan Carlos Figueroa]

Hi Fred,

Yes, we have a sub-form so it can receive multiple entries. We also created a 
unique index as to avoid duplicates, etc.

 

We tested with SoapSonar and we see the multiple records come in, but in Remedy 
we just see 1 record being created...

 

Thanks!

 

Juan
 
> Date: Wed, 3 Mar 2010 10:16:09 -0600
> From: frederick.w.gro...@xo.com
> Subject: Re: Web Service Question - OpGetList
> To: arslist@ARSLIST.ORG
> 
> OpGetList does return a list, but how do you have the list mapped? Is it 
> going to its own sub-form (each info would be its own record)? 
> 
> Fred
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Juan Carlos Figueroa
> Sent: Wednesday, March 03, 2010 9:52 AM
> To: arslist@ARSLIST.ORG
> Subject: Web Service Question - OpGetList
> 
> Hi list,
> 
> Have a question regarding web services and the OpGetList operation.  
>  
> As an example, here is what I am trying to do - I have a button on the Help 
> Desk form that pushes the qualification to a new regular form that I built 
> that will pull back all the Work Info entries for that specific Incident.  I 
> have also created a filter to consume the web service that I built with the 
> OpGetList operation.  I have made sure that the MaxOccurs is unbounded and 
> the GetListValues is correctly mapped (the ROOT is not mapped).  
>  
> The issue I am having is that I am getting only one Work Info to come back 
> across if there are multiple Work Infos.  I have tried contacting support but 
> they are just giving me the Integration.pdf and say to follow the examples in 
> there.  I was wondering if anyone else has had any luck with getting 
> multiples to come back across when consuming a web service.  I see in the 
> mid-tier logs that all the Work Infos are being passed back but not sure why 
> they are not being saved in the form consuming the web service.  Thanks in 
> advance for your help!
> 
> ARServer - 7.0.1 patch 8
> Mid-Tier - 7.0.1 patch 8
> 
> Juan
> 
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RESOLVED: Approval error when using RunProcess

[Chowdhury, Tauf]

Rajendra, 

Thanks for the assist. That worked. 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Mobile:646.483.2779

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rajendra Kapale
Sent: Wednesday, March 03, 2010 4:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: Approval error when using RunProcess

 

** Application commands always run on the server, you must use the
following syntax when executing an Application command from an active
link:
To run the command on the current server:
@@:processCommand {parameters]
 To run the command on a different AR System server:
@serverName:processCommmand [parameters]

so please try following to run the approval command from the active link
@@:Application-Command Approval Add-Sig -s "$SCHEMA$" -e "$Request ID$"
-t "Change Ad Hoc" -o "sac"

Thanks,
Rajendra

On Wed, Mar 3, 2010 at 12:54 AM, Chowdhury, Tauf
 wrote:

** 

All,

My first attempt at using RunProcess to trigger an approval signature on
a Change Request. 

Here is what I put into the Run Process command line:

Application-Command Approval Add-Sig -s "$SCHEMA$" -e "$Request ID$" -t
"Change Ad Hoc" -o "sac"

 

I get an error: Cannot find the specified file

 

Any ideas on what I could be messing up? BTW, the run process is being
triggered on an Active Link. 

 

Env: AR 7.1 , ITSM 7.0.3

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Informatics-Infrastructure

Office: 631.858.7765

Mobile:646.483.2779

 



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Configure Assignment

[Larry Barnes]

I am new to Remedy support and I'm trying to find a solution to an
issue.  When building a record in the Configure Assignment form can you
specify that all Incident tickets be auto assigned to a specific group
with only the Tier 1 level of the Product Categorization filled in?  

This particular group I'm setting up has multiple Tier 2 & Tier 3 levels
under Product Categorizations and I don't want to create records for
each of these different combinations.

Currently I have 1 Configure Assignment record for this group with
nothing in any of the Product Categorization fields so the tickets are
being auto assigned to a different group.   

The Sort Order does play a factor in auto assigning, but if I lower the
value then this group starts receiving tickets for other groups.

If a ticket gets created with all the Product Categorization fields set
to null then they are auto assigned to our help desk for evaluation.  I
was thinking that by setting the Tier 1 level this one group uses then
they would get all those tickets auto assigned; but it's not happening.

I guess my real question is, what is the order used by Auto Assign when
assigning tickets based on records in the Configure Assignment form?

Thanks for your time,

Larry B. 

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BMC's Bad Idea

[Pierson, Shawn]

After having arplugin.exe suddenly cause the ARServer to stop responding to 
anything other than the Admin Tool (I assume it was someone running some huge 
query via a web service or something), I realized how horrible of an idea it 
was for BMC to take away our ability to turn on logging from the admin tool.  
It would also defeat the purpose for me to update the config file and restart 
the service.  As a result, I have no way of being able to know why my server 
was unavailable.

Sorry folks, this isn't a question or necessarily productive, just a complaint.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union




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Re: BMC's Bad Idea

[Lammey, Peter A.]

What version was this logging taken away?  Im on 7.01 still and I have that 
feature available.



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




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Wednesday, March 03, 2010 3:06 PM
To: arslist@ARSLIST.ORG
Subject: BMC's Bad Idea

**
After having arplugin.exe suddenly cause the ARServer to stop responding to 
anything other than the Admin Tool (I assume it was someone running some huge 
query via a web service or something), I realized how horrible of an idea it 
was for BMC to take away our ability to turn on logging from the admin tool.  
It would also defeat the purpose for me to update the config file and restart 
the service.  As a result, I have no way of being able to know why my server 
was unavailable.

Sorry folks, this isn't a question or necessarily productive, just a complaint.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union



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Re: BMC's Bad Idea

[Juan Ingles]

Shawn,
You just might be able to glean some information by looking at running
queries in the database.

Good Luck,
Juan ingles

On Wed, Mar 3, 2010 at 12:06 PM, Pierson, Shawn wrote:

> **
> After having arplugin.exe suddenly cause the ARServer to stop responding to
> anything other than the Admin Tool (I assume it was someone running some
> huge query via a web service or something), I realized how horrible of an
> idea it was for BMC to take away our ability to turn on logging from the
> admin tool.  It would also defeat the purpose for me to update the config
> file and restart the service.  As a result, I have no way of being able to
> know why my server was unavailable.
>
> Sorry folks, this isn’t a question or necessarily productive, just a
> complaint.
>
> 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: BMC's Bad Idea

[Grooms, Frederick W]

Update the config file and perform an arsignal -c hostname[:port] 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Wednesday, March 03, 2010 2:06 PM
To: arslist@ARSLIST.ORG
Subject: BMC's Bad Idea

After having arplugin.exe suddenly cause the ARServer to stop responding to 
anything other than the Admin Tool (I assume it was someone running some huge 
query via a web service or something), I realized how horrible of an idea it 
was for BMC to take away our ability to turn on logging from the admin tool.  
It would also defeat the purpose for me to update the config file and restart 
the service.  As a result, I have no way of being able to know why my server 
was unavailable.
 
Sorry folks, this isn't a question or necessarily productive, just a complaint.
 
Thanks,
 
Shawn Pierson 
Remedy Developer | Southern Union
 
 

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Re: BMC's Bad Idea

[Jarl Grøneng]

You can put the ServerAdmin to run in its own pluginserver, then it
will be accessible even if other pluginservers doing heavy work
--
Jarl



2010/3/3 Pierson, Shawn :
> **
> After having arplugin.exe suddenly cause the ARServer to stop responding to
> anything other than the Admin Tool (I assume it was someone running some
> huge query via a web service or something), I realized how horrible of an
> idea it was for BMC to take away our ability to turn on logging from the
> admin tool.  It would also defeat the purpose for me to update the config
> file and restart the service.  As a result, I have no way of being able to
> know why my server was unavailable.
>
> Sorry folks, this isn’t a question or necessarily productive, just a
> complaint.
>
> 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: Configure Assignment

[Thad K Esser]

**
Larry,

The primary factor is the value in the
Sort Order.  The assignment config with the highest numbered sort
order (with everything else matching) will be the one used.  If you
look at the form properties of CFG:Assignment, you will see that the records
are sorted first by Event, then by descending value of the Sort order field
(then a whole bunch of other things).

The qualification used for Incident
assignment is:
( 'Assignment Event' =  "-
General -" ) AND
(( 'Contact Company' = $Contact Company$)
OR ( 'Contact Company' =  "- Global -" )) AND
(( 'Organization' = $Organization$)
OR ( 'Organization' =  $NULL$ )) AND
(( 'Department' = $Department$) OR
( 'Department' =  $NULL$ )) AND
(( 'Company' = $Contact Company$) OR
( 'Company' =  "- Global -" )) AND
(( 'Region' = $Region$) OR ( 'Region'
=  $NULL$ )) AND
(( 'Site Group' = $Site Group$) OR
( 'Site Group' =  $NULL$ )) AND
(( 'Site' = $Site$) OR ( 'Site' =  $NULL$
)) AND
(( 'Product Categorization Tier 1'
= $Product Categorization Tier 1$) OR ( 'Product Categorization Tier 1'
=  $NULL$ )) AND
(( 'Product Categorization Tier 2'
= $Product Categorization Tier 2$) OR ( 'Product Categorization Tier 2'
=  $NULL$ )) AND
(( 'Product Categorization Tier 3'
= $Product Categorization Tier 3$) OR ( 'Product Categorization Tier 3'
=  $NULL$ )) AND
(( 'Product Name' = $Product Name$)
OR ( 'Product Name' =  $NULL$ )) AND
(( 'Categorization Tier 1' = $Categorization
Tier 1$) OR ( 'Categorization Tier 1' =  $NULL$ )) AND
(( 'Categorization Tier 2' = $Categorization
Tier 2$) OR ( 'Categorization Tier 2' =  $NULL$ )) AND
(( 'Categorization Tier 3' = $Categorization
Tier 3$) OR ( 'Categorization Tier 3' =  $NULL$ )) AND
( 'Status' = "Enabled") AND
(
 (( $Service Type$ = "User
Service Request") AND ( 'Request Selection' = "Yes")) OR
 (( $Service Type$ = "User
Service Restoration") AND ( 'Service Restoration Selection' = "Yes"))
OR
 (( $Service Type$ = "Infrastructure
Restoration") AND ( 'Infra Restoration Selection' = "Yes"))
OR
 (( $Service Type$ = "Infrastructure
Event") AND ( 'Infra Event Selection' = "Yes")) OR
 (( $Service Type$ =  $NULL$
) AND ( 'Help Desk Selection' = "Yes"))
)
Note:  fields with "$"'s
are from the Incident form, fields with single ticks are from CFG:Assignment.

So, for every record that matches above,
the one with the highest sort order will be used.  Hopefully that
helps you figure out which sort orders you need.

Thad Esser
Remedy Developer





From:
Larry Barnes 

To:
arslist@ARSLIST.ORG

Date:
03/03/2010 12:01 PM

Subject:
Configure Assignment

Sent by:
"Action Request System discussion
list(ARSList)" 




I am new to Remedy support and I'm trying to find
a solution to an
issue.  When building a record in the Configure Assignment form can
you
specify that all Incident tickets be auto assigned to a specific group
with only the Tier 1 level of the Product Categorization filled in?  

This particular group I'm setting up has multiple Tier 2 & Tier 3 levels
under Product Categorizations and I don't want to create records for
each of these different combinations.

Currently I have 1 Configure Assignment record for this group with
nothing in any of the Product Categorization fields so the tickets are
being auto assigned to a different group.   

The Sort Order does play a factor in auto assigning, but if I lower the
value then this group starts receiving tickets for other groups.

If a ticket gets created with all the Product Categorization fields set
to null then they are auto assigned to our help desk for evaluation.  I
was thinking that by setting the Tier 1 level this one group uses then
they would get all those tickets auto assigned; but it's not happening.

I guess my real question is, what is the order used by Auto Assign when
assigning tickets based on records in the Configure Assignment form?

Thanks for your time,

Larry B. 

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Re: BMC's Bad Idea

[Pat Zandi]

Would it be a bad idea to create a web based application that is  
denpendent on a third party vendor application that could break your  
web based functionality and do away with the backup like the  
usertool.. Cough.. Cough.. Flash


Sent from my iPhone

On Mar 3, 2010, at 3:21 PM, Jarl Grøneng   
wrote:



You can put the ServerAdmin to run in its own pluginserver, then it
will be accessible even if other pluginservers doing heavy work
--
Jarl



2010/3/3 Pierson, Shawn :

**
After having arplugin.exe suddenly cause the ARServer to stop  
responding to
anything other than the Admin Tool (I assume it was someone running  
some
huge query via a web service or something), I realized how horrible  
of an
idea it was for BMC to take away our ability to turn on logging  
from the
admin tool.  It would also defeat the purpose for me to update the  
config
file and restart the service.  As a result, I have no way of being  
able to

know why my server was unavailable.

Sorry folks, this isn’t a question or necessarily productive, jus 
t a

complaint.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union



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Re: Configure Assignment

[Martinez, Marcelo A]

Larry,
I suggest including Operational Categorization (at least Tier 1) in your 
auto-assignments.

Are you trying to route all tickets with i.e. product tier 1 = Manufacturing to 
a particular support group regardless of Operational Categorization? Would 
routing using the product name work?

What fields are you using for the current auto assignment?


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Thad K Esser
Sent: Wednesday, March 03, 2010 2:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: Configure Assignment

**
Larry,

The primary factor is the value in the Sort Order.  The assignment config with 
the highest numbered sort order (with everything else matching) will be the one 
used.  If you look at the form properties of CFG:Assignment, you will see that 
the records are sorted first by Event, then by descending value of the Sort 
order field (then a whole bunch of other things).

The qualification used for Incident assignment is:
( 'Assignment Event' =  "- General -" ) AND
(( 'Contact Company' = $Contact Company$) OR ( 'Contact Company' =  "- Global 
-" )) AND
(( 'Organization' = $Organization$) OR ( 'Organization' =  $NULL$ )) AND
(( 'Department' = $Department$) OR ( 'Department' =  $NULL$ )) AND
(( 'Company' = $Contact Company$) OR ( 'Company' =  "- Global -" )) AND
(( 'Region' = $Region$) OR ( 'Region' =  $NULL$ )) AND
(( 'Site Group' = $Site Group$) OR ( 'Site Group' =  $NULL$ )) AND
(( 'Site' = $Site$) OR ( 'Site' =  $NULL$ )) AND
(( 'Product Categorization Tier 1' = $Product Categorization Tier 1$) OR ( 
'Product Categorization Tier 1' =  $NULL$ )) AND
(( 'Product Categorization Tier 2' = $Product Categorization Tier 2$) OR ( 
'Product Categorization Tier 2' =  $NULL$ )) AND
(( 'Product Categorization Tier 3' = $Product Categorization Tier 3$) OR ( 
'Product Categorization Tier 3' =  $NULL$ )) AND
(( 'Product Name' = $Product Name$) OR ( 'Product Name' =  $NULL$ )) AND
(( 'Categorization Tier 1' = $Categorization Tier 1$) OR ( 'Categorization Tier 
1' =  $NULL$ )) AND
(( 'Categorization Tier 2' = $Categorization Tier 2$) OR ( 'Categorization Tier 
2' =  $NULL$ )) AND
(( 'Categorization Tier 3' = $Categorization Tier 3$) OR ( 'Categorization Tier 
3' =  $NULL$ )) AND
( 'Status' = "Enabled") AND
(
 (( $Service Type$ = "User Service Request") AND ( 'Request Selection' = 
"Yes")) OR
 (( $Service Type$ = "User Service Restoration") AND ( 'Service Restoration 
Selection' = "Yes")) OR
 (( $Service Type$ = "Infrastructure Restoration") AND ( 'Infra Restoration 
Selection' = "Yes")) OR
 (( $Service Type$ = "Infrastructure Event") AND ( 'Infra Event Selection' = 
"Yes")) OR
 (( $Service Type$ =  $NULL$ ) AND ( 'Help Desk Selection' = "Yes"))
)
Note:  fields with "$"'s are from the Incident form, fields with single ticks 
are from CFG:Assignment.

So, for every record that matches above, the one with the highest sort order 
will be used.  Hopefully that helps you figure out which sort orders you need.

Thad Esser
Remedy Developer

From:

Larry Barnes 

To:

arslist@ARSLIST.ORG

Date:

03/03/2010 12:01 PM

Subject:

Configure Assignment

Sent by:

"Action Request System discussion list(ARSList)" 






I am new to Remedy support and I'm trying to find a solution to an
issue.  When building a record in the Configure Assignment form can you
specify that all Incident tickets be auto assigned to a specific group
with only the Tier 1 level of the Product Categorization filled in?

This particular group I'm setting up has multiple Tier 2 & Tier 3 levels
under Product Categorizations and I don't want to create records for
each of these different combinations.

Currently I have 1 Configure Assignment record for this group with
nothing in any of the Product Categorization fields so the tickets are
being auto assigned to a different group.

The Sort Order does play a factor in auto assigning, but if I lower the
value then this group starts receiving tickets for other groups.

If a ticket gets created with all the Product Categorization fields set
to null then they are auto assigned to our help desk for evaluation.  I
was thinking that by setting the Tier 1 level this one group uses then
they would get all those tickets auto assigned; but it's not happening.

I guess my real question is, what is the order used by Auto Assign when
assigning tickets based on records in the Configure Assignment form?

Thanks for your time,

Larry B.

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the entity or individual to whom it is addressed. If you are not the intended 
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Re: BMC's Bad Idea

[Pat Zandi]

Unless you buy the company that is...

Sent from my iPhone

On Mar 3, 2010, at 3:49 PM, Pat Zandi  wrote:

Would it be a bad idea to create a web based application that is  
denpendent on a third party vendor application that could break your  
web based functionality and do away with the backup like the  
usertool.. Cough.. Cough.. Flash


Sent from my iPhone

On Mar 3, 2010, at 3:21 PM, Jarl Grøneng  wr 
ote:



You can put the ServerAdmin to run in its own pluginserver, then it
will be accessible even if other pluginservers doing heavy work
--
Jarl



2010/3/3 Pierson, Shawn :

**
After having arplugin.exe suddenly cause the ARServer to stop  
responding to
anything other than the Admin Tool (I assume it was someone  
running some
huge query via a web service or something), I realized how  
horrible of an
idea it was for BMC to take away our ability to turn on logging  
from the
admin tool.  It would also defeat the purpose for me to update the  
config
file and restart the service.  As a result, I have no way of being  
able to

know why my server was unavailable.

Sorry folks, this isn’t a question or necessarily productive, ju 
st a

complaint.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union



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Re: BMC's Bad Idea

[Carey Matthew Black]

Just a thought...

You might also be able to use the driver program (or JavaDriver ) to
turn on the logs too.

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

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


On Wed, Mar 3, 2010 at 3:12 PM, Grooms, Frederick W
 wrote:
> Update the config file and perform an arsignal -c hostname[:port]
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
> Sent: Wednesday, March 03, 2010 2:06 PM
> To: arslist@ARSLIST.ORG
> Subject: BMC's Bad Idea
>
> After having arplugin.exe suddenly cause the ARServer to stop responding to 
> anything other than the Admin Tool (I assume it was someone running some huge 
> query via a web service or something), I realized how horrible of an idea it 
> was for BMC to take away our ability to turn on logging from the admin tool.  
> It would also defeat the purpose for me to update the config file and restart 
> the service.  As a result, I have no way of being able to know why my server 
> was unavailable.
>
> Sorry folks, this isn't a question or necessarily productive, just a 
> complaint.
>
> Thanks,
>
> Shawn Pierson
> Remedy Developer | Southern Union

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Re: BMC's Bad Idea

[LJ Longwing]

Or do like I do and use the 7.1 Admin tool but do the regedit to enable
server information in the Admin tool again :) 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Carey Matthew Black
Sent: Wednesday, March 03, 2010 2:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC's Bad Idea

Just a thought...

You might also be able to use the driver program (or JavaDriver ) to turn on
the logs too.

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

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


On Wed, Mar 3, 2010 at 3:12 PM, Grooms, Frederick W
 wrote:
> Update the config file and perform an arsignal -c hostname[:port]
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
> Sent: Wednesday, March 03, 2010 2:06 PM
> To: arslist@ARSLIST.ORG
> Subject: BMC's Bad Idea
>
> After having arplugin.exe suddenly cause the ARServer to stop responding
to anything other than the Admin Tool (I assume it was someone running some
huge query via a web service or something), I realized how horrible of an
idea it was for BMC to take away our ability to turn on logging from the
admin tool.  It would also defeat the purpose for me to update the config
file and restart the service.  As a result, I have no way of being able to
know why my server was unavailable.
>
> Sorry folks, this isn't a question or necessarily productive, just a
complaint.
>
> Thanks,
>
> Shawn Pierson
> Remedy Developer | Southern Union


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Jr Remedy Developer - Permanent Hire - Kforce

[Kitchen, Joshua]

Title:  Junior Remedy Developer

Location:  Downtown Washington D.C. - Metro Accessible

Authorization Status:  Clearable US Citizen - Secret Clearance will be
processed

Education:  Bachelors Degree Preferred

Telecommute:  No

Duration:  Permanent with Kforce

 

Job:

Existing Remedy Development team is looking for help.  Just installed
Remedy 7.1 Asset and Change.  Company owns the entire ITSM Suite.  Great
chance to get exposure to 7.x if you are on 6.3 or still 5.1.2.

 

What I need:

Someone with 1-2 years Remedy Development/Administration

Workflows, Active Links, Filters, Forms, ETC

Experience on Any Remedy Platform

 

Remedy Environment they are on:

7.1 ITSM Suite

SQL Server 2005

Windows

 

 

Salaries are being offered with full benefits and vacation packages and
we will process you for a clearance.

 

Respectfully,

Joshua Kitchen
Senior Recruiter  |  Kforce Federal 
Direct :  937.449.1749| Fax: 937.461.6888 | jkitc...@kforce.com
  | www.govtrecruiter.com
  
Great People = Great Results

Confidentiality Notice: This e-mail message, including any attachments,
is for the sole use of the intended recipient(s) and may contain
confidential and/or privileged information. Any unauthorized review,
use, disclosure or distribution is prohibited. If you are not the
intended recipient, please contact the sender by reply e-mail and
destroy all copies of the original.

 

 


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Re: Configure Assignment

[Larry Barnes]

Marcelo,
 
Thanks for your input.  This caused me to research a bit deeper.  I'm
using Service Direct with the template in question.  Turns out the
template was updated to include Tier-1 but when the SD form was
submitted the Tier-1 field information was not included in the Incident
ticket.  Turns out the AOT was listing a different Instance ID than the
InstanceID in the template form.
After this discovery was made I was able to relink the AOT and the
template with the SDR form.  All is good now.
 
Thanks for the help.



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
Sent: Wednesday, March 03, 2010 12:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: Configure Assignment


** 

Larry,

I suggest including Operational Categorization (at least Tier 1) in your
auto-assignments. 

 

Are you trying to route all tickets with i.e. product tier 1 =
Manufacturing to a particular support group regardless of Operational
Categorization? Would routing using the product name work?

 

What fields are you using for the current auto assignment?

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Thad K Esser
Sent: Wednesday, March 03, 2010 2:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: Configure Assignment

 

** 
Larry, 

The primary factor is the value in the Sort Order.  The assignment
config with the highest numbered sort order (with everything else
matching) will be the one used.  If you look at the form properties of
CFG:Assignment, you will see that the records are sorted first by Event,
then by descending value of the Sort order field (then a whole bunch of
other things). 

The qualification used for Incident assignment is: 
( 'Assignment Event' =  "- General -" ) AND 
(( 'Contact Company' = $Contact Company$) OR ( 'Contact Company' =  "-
Global -" )) AND 
(( 'Organization' = $Organization$) OR ( 'Organization' =  $NULL$ )) AND

(( 'Department' = $Department$) OR ( 'Department' =  $NULL$ )) AND 
(( 'Company' = $Contact Company$) OR ( 'Company' =  "- Global -" )) AND 
(( 'Region' = $Region$) OR ( 'Region' =  $NULL$ )) AND 
(( 'Site Group' = $Site Group$) OR ( 'Site Group' =  $NULL$ )) AND 
(( 'Site' = $Site$) OR ( 'Site' =  $NULL$ )) AND 
(( 'Product Categorization Tier 1' = $Product Categorization Tier 1$) OR
( 'Product Categorization Tier 1' =  $NULL$ )) AND 
(( 'Product Categorization Tier 2' = $Product Categorization Tier 2$) OR
( 'Product Categorization Tier 2' =  $NULL$ )) AND 
(( 'Product Categorization Tier 3' = $Product Categorization Tier 3$) OR
( 'Product Categorization Tier 3' =  $NULL$ )) AND 
(( 'Product Name' = $Product Name$) OR ( 'Product Name' =  $NULL$ )) AND

(( 'Categorization Tier 1' = $Categorization Tier 1$) OR (
'Categorization Tier 1' =  $NULL$ )) AND 
(( 'Categorization Tier 2' = $Categorization Tier 2$) OR (
'Categorization Tier 2' =  $NULL$ )) AND 
(( 'Categorization Tier 3' = $Categorization Tier 3$) OR (
'Categorization Tier 3' =  $NULL$ )) AND 
( 'Status' = "Enabled") AND 
( 
 (( $Service Type$ = "User Service Request") AND ( 'Request Selection' =
"Yes")) OR 
 (( $Service Type$ = "User Service Restoration") AND ( 'Service
Restoration Selection' = "Yes")) OR 
 (( $Service Type$ = "Infrastructure Restoration") AND ( 'Infra
Restoration Selection' = "Yes")) OR 
 (( $Service Type$ = "Infrastructure Event") AND ( 'Infra Event
Selection' = "Yes")) OR 
 (( $Service Type$ =  $NULL$ ) AND ( 'Help Desk Selection' = "Yes")) 
) 
Note:  fields with "$"'s are from the Incident form, fields with single
ticks are from CFG:Assignment. 

So, for every record that matches above, the one with the highest sort
order will be used.  Hopefully that helps you figure out which sort
orders you need. 

Thad Esser
Remedy Developer 



From: 

Larry Barnes  

To: 

arslist@ARSLIST.ORG 

Date: 

03/03/2010 12:01 PM 

Subject: 

Configure Assignment 

Sent by: 

"Action Request System discussion list(ARSList)" 

 






I am new to Remedy support and I'm trying to find a solution to an
issue.  When building a record in the Configure Assignment form can you
specify that all Incident tickets be auto assigned to a specific group
with only the Tier 1 level of the Product Categorization filled in?  

This particular group I'm setting up has multiple Tier 2 & Tier 3 levels
under Product Categorizations and I don't want to create records for
each of these different combinations.

Currently I have 1 Configure Assignment record for this group with
nothing in any of the Product Categorization fields so the tickets are
being auto assigned to a different group.   

The Sort Order does play a factor in auto assigning, but if I lower the
value then this group starts receiving tickets for other groups.

If a ticket gets created with all the Product Categorization fields set
to null then they are auto assigned to our help desk for evaluation.  I
was thinking t

Re: Configure Assignment

[Martinez, Marcelo A]

Hey I'm glad to help..
..but please help me now. What is Service Direct, AOT or SDR?

Marcelo

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Larry Barnes
Sent: Wednesday, March 03, 2010 5:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Configure Assignment

**
Marcelo,

Thanks for your input.  This caused me to research a bit deeper.  I'm using 
Service Direct with the template in question.  Turns out the template was 
updated to include Tier-1 but when the SD form was submitted the Tier-1 field 
information was not included in the Incident ticket.  Turns out the AOT was 
listing a different Instance ID than the InstanceID in the template form.
After this discovery was made I was able to relink the AOT and the template 
with the SDR form.  All is good now.

Thanks for the help.


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
Sent: Wednesday, March 03, 2010 12:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: Configure Assignment
**
Larry,
I suggest including Operational Categorization (at least Tier 1) in your 
auto-assignments.

Are you trying to route all tickets with i.e. product tier 1 = Manufacturing to 
a particular support group regardless of Operational Categorization? Would 
routing using the product name work?

What fields are you using for the current auto assignment?


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Thad K Esser
Sent: Wednesday, March 03, 2010 2:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: Configure Assignment

**
Larry,

The primary factor is the value in the Sort Order.  The assignment config with 
the highest numbered sort order (with everything else matching) will be the one 
used.  If you look at the form properties of CFG:Assignment, you will see that 
the records are sorted first by Event, then by descending value of the Sort 
order field (then a whole bunch of other things).

The qualification used for Incident assignment is:
( 'Assignment Event' =  "- General -" ) AND
(( 'Contact Company' = $Contact Company$) OR ( 'Contact Company' =  "- Global 
-" )) AND
(( 'Organization' = $Organization$) OR ( 'Organization' =  $NULL$ )) AND
(( 'Department' = $Department$) OR ( 'Department' =  $NULL$ )) AND
(( 'Company' = $Contact Company$) OR ( 'Company' =  "- Global -" )) AND
(( 'Region' = $Region$) OR ( 'Region' =  $NULL$ )) AND
(( 'Site Group' = $Site Group$) OR ( 'Site Group' =  $NULL$ )) AND
(( 'Site' = $Site$) OR ( 'Site' =  $NULL$ )) AND
(( 'Product Categorization Tier 1' = $Product Categorization Tier 1$) OR ( 
'Product Categorization Tier 1' =  $NULL$ )) AND
(( 'Product Categorization Tier 2' = $Product Categorization Tier 2$) OR ( 
'Product Categorization Tier 2' =  $NULL$ )) AND
(( 'Product Categorization Tier 3' = $Product Categorization Tier 3$) OR ( 
'Product Categorization Tier 3' =  $NULL$ )) AND
(( 'Product Name' = $Product Name$) OR ( 'Product Name' =  $NULL$ )) AND
(( 'Categorization Tier 1' = $Categorization Tier 1$) OR ( 'Categorization Tier 
1' =  $NULL$ )) AND
(( 'Categorization Tier 2' = $Categorization Tier 2$) OR ( 'Categorization Tier 
2' =  $NULL$ )) AND
(( 'Categorization Tier 3' = $Categorization Tier 3$) OR ( 'Categorization Tier 
3' =  $NULL$ )) AND
( 'Status' = "Enabled") AND
(
 (( $Service Type$ = "User Service Request") AND ( 'Request Selection' = 
"Yes")) OR
 (( $Service Type$ = "User Service Restoration") AND ( 'Service Restoration 
Selection' = "Yes")) OR
 (( $Service Type$ = "Infrastructure Restoration") AND ( 'Infra Restoration 
Selection' = "Yes")) OR
 (( $Service Type$ = "Infrastructure Event") AND ( 'Infra Event Selection' = 
"Yes")) OR
 (( $Service Type$ =  $NULL$ ) AND ( 'Help Desk Selection' = "Yes"))
)
Note:  fields with "$"'s are from the Incident form, fields with single ticks 
are from CFG:Assignment.

So, for every record that matches above, the one with the highest sort order 
will be used.  Hopefully that helps you figure out which sort orders you need.

Thad Esser
Remedy Developer
From:

Larry Barnes 

To:

arslist@ARSLIST.ORG

Date:

03/03/2010 12:01 PM

Subject:

Configure Assignment

Sent by:

"Action Request System discussion list(ARSList)" 






I am new to Remedy support and I'm trying to find a solution to an
issue.  When building a record in the Configure Assignment form can you
specify that all Incident tickets be auto assigned to a specific group
with only the Tier 1 level of the Product Categorization filled in?

This particular group I'm setting up has multiple Tier 2 & Tier 3 levels
under Product Categorizations and I don't want to create records for
each of these different combinations.

Currently I have 1 Configure Assignment record for this group with
nothing in any of the Product Categorization fields so the tickets are
being auto assigned to a different group.

The Sort Order does play a factor in

390600 : Form does not exist on server (ARERR 303)

[Tommy Morris]

Really cool thing happened after a restarting AR services and logging in
through the UT I get an error  returned on the screen and in arerror.log

Wed Mar 03 17:17:59 2010  390600 : Error in definition for an active
link (ARERR 399)
Wed Mar 03 17:17:59 2010 CMDB:Instance:Inst_DefaultClassId
Wed Mar 03 17:17:59 2010  390600 : Form does not exist on server (ARERR
303)
Wed Mar 03 17:17:59 2010  390600 : Error in definition for an active
link (ARERR 399)
Wed Mar 03 17:17:59 2010 CMDB:Instance:Inst_DefaultClassId
Wed Mar 03 17:18:49 2010  390600 : Error encountered while initializing
(Initialization routine) the shared library (ARERR 9755)
Wed Mar 03 17:18:49 2010 bmc.cmdb.cmdbEngine
Wed Mar 03 17:18:49 2010  390600 : Class does not exist. : BMC_ASSETBASE
(ARERR 120002)

The cool thing about all of that all I did was apply a new AR temporary
license. No other changes were made.



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Re: Configure Assignment

[Larry Barnes]

My bad.
 
Service Direct = Service Request Management
AOT's = Application Object Templates (1 of 4 steps in creating a Service
Request template)
SDR should have been SRD for Service Request Definition.
 
Don't ya just luv acronyms !!!



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
Sent: Wednesday, March 03, 2010 3:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: Configure Assignment


** 

Hey I'm glad to help.. 

..but please help me now. What is Service Direct, AOT or SDR? 

 

Marcelo

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Larry Barnes
Sent: Wednesday, March 03, 2010 5:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Configure Assignment

 

** 

Marcelo,

 

Thanks for your input.  This caused me to research a bit deeper.  I'm
using Service Direct with the template in question.  Turns out the
template was updated to include Tier-1 but when the SD form was
submitted the Tier-1 field information was not included in the Incident
ticket.  Turns out the AOT was listing a different Instance ID than the
InstanceID in the template form.

After this discovery was made I was able to relink the AOT and the
template with the SDR form.  All is good now.

 

Thanks for the help.

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
Sent: Wednesday, March 03, 2010 12:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: Configure Assignment

** 

Larry,

I suggest including Operational Categorization (at least Tier 1) in your
auto-assignments. 

 

Are you trying to route all tickets with i.e. product tier 1 =
Manufacturing to a particular support group regardless of Operational
Categorization? Would routing using the product name work?

 

What fields are you using for the current auto assignment?

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Thad K Esser
Sent: Wednesday, March 03, 2010 2:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: Configure Assignment

 

** 
Larry, 

The primary factor is the value in the Sort Order.  The assignment
config with the highest numbered sort order (with everything else
matching) will be the one used.  If you look at the form properties of
CFG:Assignment, you will see that the records are sorted first by Event,
then by descending value of the Sort order field (then a whole bunch of
other things). 

The qualification used for Incident assignment is: 
( 'Assignment Event' =  "- General -" ) AND 
(( 'Contact Company' = $Contact Company$) OR ( 'Contact Company' =  "-
Global -" )) AND 
(( 'Organization' = $Organization$) OR ( 'Organization' =  $NULL$ )) AND

(( 'Department' = $Department$) OR ( 'Department' =  $NULL$ )) AND 
(( 'Company' = $Contact Company$) OR ( 'Company' =  "- Global -" )) AND 
(( 'Region' = $Region$) OR ( 'Region' =  $NULL$ )) AND 
(( 'Site Group' = $Site Group$) OR ( 'Site Group' =  $NULL$ )) AND 
(( 'Site' = $Site$) OR ( 'Site' =  $NULL$ )) AND 
(( 'Product Categorization Tier 1' = $Product Categorization Tier 1$) OR
( 'Product Categorization Tier 1' =  $NULL$ )) AND 
(( 'Product Categorization Tier 2' = $Product Categorization Tier 2$) OR
( 'Product Categorization Tier 2' =  $NULL$ )) AND 
(( 'Product Categorization Tier 3' = $Product Categorization Tier 3$) OR
( 'Product Categorization Tier 3' =  $NULL$ )) AND 
(( 'Product Name' = $Product Name$) OR ( 'Product Name' =  $NULL$ )) AND

(( 'Categorization Tier 1' = $Categorization Tier 1$) OR (
'Categorization Tier 1' =  $NULL$ )) AND 
(( 'Categorization Tier 2' = $Categorization Tier 2$) OR (
'Categorization Tier 2' =  $NULL$ )) AND 
(( 'Categorization Tier 3' = $Categorization Tier 3$) OR (
'Categorization Tier 3' =  $NULL$ )) AND 
( 'Status' = "Enabled") AND 
( 
 (( $Service Type$ = "User Service Request") AND ( 'Request Selection' =
"Yes")) OR 
 (( $Service Type$ = "User Service Restoration") AND ( 'Service
Restoration Selection' = "Yes")) OR 
 (( $Service Type$ = "Infrastructure Restoration") AND ( 'Infra
Restoration Selection' = "Yes")) OR 
 (( $Service Type$ = "Infrastructure Event") AND ( 'Infra Event
Selection' = "Yes")) OR 
 (( $Service Type$ =  $NULL$ ) AND ( 'Help Desk Selection' = "Yes")) 
) 
Note:  fields with "$"'s are from the Incident form, fields with single
ticks are from CFG:Assignment. 

So, for every record that matches above, the one with the highest sort
order will be used.  Hopefully that helps you figure out which sort
orders you need. 

Thad Esser
Remedy Developer 

From: 

Larry Barnes  

To: 

arslist@ARSLIST.ORG 

Date: 

03/03/2010 12:01 PM 

Subject: 

Configure Assignment 

Sent by: 

"Action Request System discussion list(ARSList)" 

 






I am new to Remedy support and I'm trying to find a solution to an
issue.  When building a record in the Configure Assignment fo

Re: Configure Assignment

[Martinez, Marcelo A]

Ah.. I see!
Thanks for the explanation as I will implement SRM later this year! :)

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Larry Barnes
Sent: Wednesday, March 03, 2010 6:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Configure Assignment

**
My bad.

Service Direct = Service Request Management
AOT's = Application Object Templates (1 of 4 steps in creating a Service 
Request template)
SDR should have been SRD for Service Request Definition.

Don't ya just luv acronyms !!!


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
Sent: Wednesday, March 03, 2010 3:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: Configure Assignment
**
Hey I'm glad to help..
..but please help me now. What is Service Direct, AOT or SDR?

Marcelo

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Larry Barnes
Sent: Wednesday, March 03, 2010 5:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Configure Assignment

**
Marcelo,

Thanks for your input.  This caused me to research a bit deeper.  I'm using 
Service Direct with the template in question.  Turns out the template was 
updated to include Tier-1 but when the SD form was submitted the Tier-1 field 
information was not included in the Incident ticket.  Turns out the AOT was 
listing a different Instance ID than the InstanceID in the template form.
After this discovery was made I was able to relink the AOT and the template 
with the SDR form.  All is good now.

Thanks for the help.


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
Sent: Wednesday, March 03, 2010 12:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: Configure Assignment
**
Larry,
I suggest including Operational Categorization (at least Tier 1) in your 
auto-assignments.

Are you trying to route all tickets with i.e. product tier 1 = Manufacturing to 
a particular support group regardless of Operational Categorization? Would 
routing using the product name work?

What fields are you using for the current auto assignment?


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Thad K Esser
Sent: Wednesday, March 03, 2010 2:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: Configure Assignment

**
Larry,

The primary factor is the value in the Sort Order.  The assignment config with 
the highest numbered sort order (with everything else matching) will be the one 
used.  If you look at the form properties of CFG:Assignment, you will see that 
the records are sorted first by Event, then by descending value of the Sort 
order field (then a whole bunch of other things).

The qualification used for Incident assignment is:
( 'Assignment Event' =  "- General -" ) AND
(( 'Contact Company' = $Contact Company$) OR ( 'Contact Company' =  "- Global 
-" )) AND
(( 'Organization' = $Organization$) OR ( 'Organization' =  $NULL$ )) AND
(( 'Department' = $Department$) OR ( 'Department' =  $NULL$ )) AND
(( 'Company' = $Contact Company$) OR ( 'Company' =  "- Global -" )) AND
(( 'Region' = $Region$) OR ( 'Region' =  $NULL$ )) AND
(( 'Site Group' = $Site Group$) OR ( 'Site Group' =  $NULL$ )) AND
(( 'Site' = $Site$) OR ( 'Site' =  $NULL$ )) AND
(( 'Product Categorization Tier 1' = $Product Categorization Tier 1$) OR ( 
'Product Categorization Tier 1' =  $NULL$ )) AND
(( 'Product Categorization Tier 2' = $Product Categorization Tier 2$) OR ( 
'Product Categorization Tier 2' =  $NULL$ )) AND
(( 'Product Categorization Tier 3' = $Product Categorization Tier 3$) OR ( 
'Product Categorization Tier 3' =  $NULL$ )) AND
(( 'Product Name' = $Product Name$) OR ( 'Product Name' =  $NULL$ )) AND
(( 'Categorization Tier 1' = $Categorization Tier 1$) OR ( 'Categorization Tier 
1' =  $NULL$ )) AND
(( 'Categorization Tier 2' = $Categorization Tier 2$) OR ( 'Categorization Tier 
2' =  $NULL$ )) AND
(( 'Categorization Tier 3' = $Categorization Tier 3$) OR ( 'Categorization Tier 
3' =  $NULL$ )) AND
( 'Status' = "Enabled") AND
(
 (( $Service Type$ = "User Service Request") AND ( 'Request Selection' = 
"Yes")) OR
 (( $Service Type$ = "User Service Restoration") AND ( 'Service Restoration 
Selection' = "Yes")) OR
 (( $Service Type$ = "Infrastructure Restoration") AND ( 'Infra Restoration 
Selection' = "Yes")) OR
 (( $Service Type$ = "Infrastructure Event") AND ( 'Infra Event Selection' = 
"Yes")) OR
 (( $Service Type$ =  $NULL$ ) AND ( 'Help Desk Selection' = "Yes"))
)
Note:  fields with "$"'s are from the Incident form, fields with single ticks 
are from CFG:Assignment.

So, for every record that matches above, the one with the highest sort order 
will be used.  Hopefully that helps you figure out which sort orders you need.

Thad Esser
Remedy Developer
From:

Larry Barnes 

To:

arslist@ARSLIST.ORG

Date:

03/03/2010 12:01 PM

Subject:

Configure Assignm

Re: 390600 : Form does not exist on server (ARERR 303)

[Lyle Taylor]

What database are you using?  Is it set up for Unicode?  Are you sure that none 
of your database client's have changed since you last restarted the server?  I 
saw cases in the past where we had a Unicode Oracle database and had change the 
NLS_LANG setting in the registry, and an updated Oracle client was installed 
and overwrote our previous setting.  Upon restarting Remedy after that change, 
we saw errors similar to this.  In our case, correcting the character set for 
the database client and restarting the Remedy services fixed the issue.

Lyle

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Tommy Morris
Sent: Wednesday, March 03, 2010 4:58 PM
To: arslist@ARSLIST.ORG
Subject: 390600 : Form does not exist on server (ARERR 303)

**

Really cool thing happened after a restarting AR services and logging in 
through the UT I get an error  returned on the screen and in arerror.log

Wed Mar 03 17:17:59 2010  390600 : Error in definition for an active link 
(ARERR 399)

Wed Mar 03 17:17:59 2010 CMDB:Instance:Inst_DefaultClassId

Wed Mar 03 17:17:59 2010  390600 : Form does not exist on server (ARERR 303)

Wed Mar 03 17:17:59 2010  390600 : Error in definition for an active link 
(ARERR 399)

Wed Mar 03 17:17:59 2010 CMDB:Instance:Inst_DefaultClassId

Wed Mar 03 17:18:49 2010  390600 : Error encountered while initializing 
(Initialization routine) the shared library (ARERR 9755)

Wed Mar 03 17:18:49 2010 bmc.cmdb.cmdbEngine

Wed Mar 03 17:18:49 2010  390600 : Class does not exist. : BMC_ASSETBASE (ARERR 
120002)

The cool thing about all of that all I did was apply a new AR temporary 
license. No other changes were made.
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_


 NOTICE: This email message is for the sole use of the intended recipient(s) 
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Re: 390600 : Form does not exist on server (ARERR 303)

[Tommy Morris]

Sorry about the lack of system info:

Oracle 11g

Windows 2003

ARS 7.5 p3

CMDB 7.6 p1

ITSM 7.6

Are you saying that the Oracle client was updated on your app server?
This is a QA box so it gets restarted regularly but I will not rule out
the client thing.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor
Sent: Wednesday, March 03, 2010 6:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: 390600 : Form does not exist on server (ARERR 303)

 

** 

What database are you using?  Is it set up for Unicode?  Are you sure
that none of your database client's have changed since you last
restarted the server?  I saw cases in the past where we had a Unicode
Oracle database and had change the NLS_LANG setting in the registry, and
an updated Oracle client was installed and overwrote our previous
setting.  Upon restarting Remedy after that change, we saw errors
similar to this.  In our case, correcting the character set for the
database client and restarting the Remedy services fixed the issue.

 

Lyle

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Tommy Morris
Sent: Wednesday, March 03, 2010 4:58 PM
To: arslist@ARSLIST.ORG
Subject: 390600 : Form does not exist on server (ARERR 303)

 

** 

Really cool thing happened after a restarting AR services and logging in
through the UT I get an error  returned on the screen and in arerror.log

Wed Mar 03 17:17:59 2010  390600 : Error in definition for an active
link (ARERR 399)

Wed Mar 03 17:17:59 2010 CMDB:Instance:Inst_DefaultClassId

Wed Mar 03 17:17:59 2010  390600 : Form does not exist on server (ARERR
303)

Wed Mar 03 17:17:59 2010  390600 : Error in definition for an active
link (ARERR 399)

Wed Mar 03 17:17:59 2010 CMDB:Instance:Inst_DefaultClassId

Wed Mar 03 17:18:49 2010  390600 : Error encountered while initializing
(Initialization routine) the shared library (ARERR 9755)

Wed Mar 03 17:18:49 2010 bmc.cmdb.cmdbEngine

Wed Mar 03 17:18:49 2010  390600 : Class does not exist. : BMC_ASSETBASE
(ARERR 120002)

The cool thing about all of that all I did was apply a new AR temporary
license. No other changes were made.

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



NOTICE: This email message is for the sole use of the intended
recipient(s) and may contain confidential and privileged information.
Any unauthorized review, use, disclosure or distribution is prohibited.
If you are not the intended recipient, please contact the sender by
reply email and destroy all copies of the original message.

 

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Are"_ 


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Re: 390600 : Form does not exist on server (ARERR 303)

[Joe D'Souza]

390600 : Form does not exist on server (ARERR 303)Tommy,

Had the same problem and solution as you and Lyle before.. and ours happened
when the environment variables were changed while moving systems.. The forms
in question all existed when I looked at the structures, however the AR
Server could not read them. Chances are something has changed in your system
environment when you restarted which resulted in using the wrong character
set..

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Tommy Morris
  Sent: Wednesday, March 03, 2010 7:50 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: 390600 : Form does not exist on server (ARERR 303)


  **
  Sorry about the lack of system info:

  Oracle 11g

  Windows 2003

  ARS 7.5 p3

  CMDB 7.6 p1

  ITSM 7.6

  Are you saying that the Oracle client was updated on your app server? This
is a QA box so it gets restarted regularly but I will not rule out the
client thing.



  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor
  Sent: Wednesday, March 03, 2010 6:42 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: 390600 : Form does not exist on server (ARERR 303)



  **

  What database are you using?  Is it set up for Unicode?  Are you sure that
none of your database client's have changed since you last restarted the
server?  I saw cases in the past where we had a Unicode Oracle database and
had change the NLS_LANG setting in the registry, and an updated Oracle
client was installed and overwrote our previous setting.  Upon restarting
Remedy after that change, we saw errors similar to this.  In our case,
correcting the character set for the database client and restarting the
Remedy services fixed the issue.



  Lyle



  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Tommy Morris
  Sent: Wednesday, March 03, 2010 4:58 PM
  To: arslist@ARSLIST.ORG
  Subject: 390600 : Form does not exist on server (ARERR 303)



  **

  Really cool thing happened after a restarting AR services and logging in
through the UT I get an error  returned on the screen and in arerror.log

  Wed Mar 03 17:17:59 2010  390600 : Error in definition for an active link
(ARERR 399)

  Wed Mar 03 17:17:59 2010 CMDB:Instance:Inst_DefaultClassId

  Wed Mar 03 17:17:59 2010  390600 : Form does not exist on server (ARERR
303)

  Wed Mar 03 17:17:59 2010  390600 : Error in definition for an active link
(ARERR 399)

  Wed Mar 03 17:17:59 2010 CMDB:Instance:Inst_DefaultClassId

  Wed Mar 03 17:18:49 2010  390600 : Error encountered while initializing
(Initialization routine) the shared library (ARERR 9755)

  Wed Mar 03 17:18:49 2010 bmc.cmdb.cmdbEngine

  Wed Mar 03 17:18:49 2010  390600 : Class does not exist. : BMC_ASSETBASE
(ARERR 120002)

  The cool thing about all of that all I did was apply a new AR temporary
license. No other changes were made.

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



  NOTICE: This email message is for the sole use of the intended
recipient(s) and may contain confidential and privileged information. Any
unauthorized review, use, disclosure or distribution is prohibited. If you
are not the intended recipient, please contact the sender by reply email and
destroy all copies of the original message.

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Re: 390600 : Form does not exist on server (ARERR 303)

[Lyle Taylor]

Yes, an updated Oracle client (a patch release) was pushed to the server, and 
the install reset our updated registry settings back to the defaults, changing 
NLS_LANG from AMERICAN_AMERICA.AL32UTF8  to AMERICAN_AMERICA.WE8MSWIN1252 (the 
native character set for Windows).  Once we discovered this and changed it back 
to the correct value, it worked fine again.

Lyle

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Tommy Morris
Sent: Wednesday, March 03, 2010 5:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: 390600 : Form does not exist on server (ARERR 303)

**
Sorry about the lack of system info:
Oracle 11g
Windows 2003
ARS 7.5 p3
CMDB 7.6 p1
ITSM 7.6
Are you saying that the Oracle client was updated on your app server? This is a 
QA box so it gets restarted regularly but I will not rule out the client thing.

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor
Sent: Wednesday, March 03, 2010 6:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: 390600 : Form does not exist on server (ARERR 303)

**
What database are you using?  Is it set up for Unicode?  Are you sure that none 
of your database client's have changed since you last restarted the server?  I 
saw cases in the past where we had a Unicode Oracle database and had change the 
NLS_LANG setting in the registry, and an updated Oracle client was installed 
and overwrote our previous setting.  Upon restarting Remedy after that change, 
we saw errors similar to this.  In our case, correcting the character set for 
the database client and restarting the Remedy services fixed the issue.

Lyle

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Tommy Morris
Sent: Wednesday, March 03, 2010 4:58 PM
To: arslist@ARSLIST.ORG
Subject: 390600 : Form does not exist on server (ARERR 303)

**

Really cool thing happened after a restarting AR services and logging in 
through the UT I get an error  returned on the screen and in arerror.log

Wed Mar 03 17:17:59 2010  390600 : Error in definition for an active link 
(ARERR 399)

Wed Mar 03 17:17:59 2010 CMDB:Instance:Inst_DefaultClassId

Wed Mar 03 17:17:59 2010  390600 : Form does not exist on server (ARERR 303)

Wed Mar 03 17:17:59 2010  390600 : Error in definition for an active link 
(ARERR 399)

Wed Mar 03 17:17:59 2010 CMDB:Instance:Inst_DefaultClassId

Wed Mar 03 17:18:49 2010  390600 : Error encountered while initializing 
(Initialization routine) the shared library (ARERR 9755)

Wed Mar 03 17:18:49 2010 bmc.cmdb.cmdbEngine

Wed Mar 03 17:18:49 2010  390600 : Class does not exist. : BMC_ASSETBASE (ARERR 
120002)

The cool thing about all of that all I did was apply a new AR temporary 
license. No other changes were made.
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_


NOTICE: This email message is for the sole use of the intended recipient(s) and 
may contain confidential and privileged information. Any unauthorized review, 
use, disclosure or distribution is prohibited. If you are not the intended 
recipient, please contact the sender by reply email and destroy all copies of 
the original message.

_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_
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Re: 390600 : Form does not exist on server (ARERR 303)

[Tommy Morris]

Just found that BMC.CORE.BMC:Base_Element is no longer in the database.
Apparently the error log wasn't lying lol! Thank God for backups!

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor
Sent: Wednesday, March 03, 2010 7:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: 390600 : Form does not exist on server (ARERR 303)

 

** 

Yes, an updated Oracle client (a patch release) was pushed to the
server, and the install reset our updated registry settings back to the
defaults, changing NLS_LANG from AMERICAN_AMERICA.AL32UTF8  to
AMERICAN_AMERICA.WE8MSWIN1252 (the native character set for Windows).
Once we discovered this and changed it back to the correct value, it
worked fine again.

 

Lyle

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Tommy Morris
Sent: Wednesday, March 03, 2010 5:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: 390600 : Form does not exist on server (ARERR 303)

 

** 

Sorry about the lack of system info:

Oracle 11g

Windows 2003

ARS 7.5 p3

CMDB 7.6 p1

ITSM 7.6

Are you saying that the Oracle client was updated on your app server?
This is a QA box so it gets restarted regularly but I will not rule out
the client thing.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor
Sent: Wednesday, March 03, 2010 6:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: 390600 : Form does not exist on server (ARERR 303)

 

** 

What database are you using?  Is it set up for Unicode?  Are you sure
that none of your database client's have changed since you last
restarted the server?  I saw cases in the past where we had a Unicode
Oracle database and had change the NLS_LANG setting in the registry, and
an updated Oracle client was installed and overwrote our previous
setting.  Upon restarting Remedy after that change, we saw errors
similar to this.  In our case, correcting the character set for the
database client and restarting the Remedy services fixed the issue.

 

Lyle

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Tommy Morris
Sent: Wednesday, March 03, 2010 4:58 PM
To: arslist@ARSLIST.ORG
Subject: 390600 : Form does not exist on server (ARERR 303)

 

** 

Really cool thing happened after a restarting AR services and logging in
through the UT I get an error  returned on the screen and in arerror.log

Wed Mar 03 17:17:59 2010  390600 : Error in definition for an active
link (ARERR 399)

Wed Mar 03 17:17:59 2010 CMDB:Instance:Inst_DefaultClassId

Wed Mar 03 17:17:59 2010  390600 : Form does not exist on server (ARERR
303)

Wed Mar 03 17:17:59 2010  390600 : Error in definition for an active
link (ARERR 399)

Wed Mar 03 17:17:59 2010 CMDB:Instance:Inst_DefaultClassId

Wed Mar 03 17:18:49 2010  390600 : Error encountered while initializing
(Initialization routine) the shared library (ARERR 9755)

Wed Mar 03 17:18:49 2010 bmc.cmdb.cmdbEngine

Wed Mar 03 17:18:49 2010  390600 : Class does not exist. : BMC_ASSETBASE
(ARERR 120002)

The cool thing about all of that all I did was apply a new AR temporary
license. No other changes were made.

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



NOTICE: This email message is for the sole use of the intended
recipient(s) and may contain confidential and privileged information.
Any unauthorized review, use, disclosure or distribution is prohibited.
If you are not the intended recipient, please contact the sender by
reply email and destroy all copies of the original message.

 

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

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

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Are"_ 


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Enabling non-english characters in Remedy 6.3

[Kali Obsum]

Hi,
 
Is there a way to enable non-english characters in Remedy 6.3 if it is
already installed?
 
Regards,
Kali
 

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Re: Enabling non-english characters in Remedy 6.3

[Joe D'Souza]

This task varies a little depending on the database in question.

But generically speaking, you have to enable the appropriate Unicode
character set at the DB level (ask your DBA to do this for you), and make
the necessary environment changes for the DB client that is installed on the
ARS Server to use that character set.

On doing so, set the flag for Unicode in the AR configuration file UTF-8 to
Y. If you do not want to mess with this at configuration file level, you
could rerun the AR server installer, and flag the Unicode check to Y in case
you are on Unix, or check the check box if you are on windows, when the
installer prompts for Unicode..

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Kali Obsum
  Sent: Wednesday, March 03, 2010 9:39 PM
  To: arslist@ARSLIST.ORG
  Subject: Enabling non-english characters in Remedy 6.3


  **
  Hi,

  Is there a way to enable non-english characters in Remedy 6.3 if it is
already installed?

  Regards,
  Kali

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