Re: Table Loop RowSelected go to next record

[Charles Baldi]

You loop to the next record by processing all the workflow in your
guide.  Just have a loop counter keep track of your 1st, 2nd or 3rd
time through and use that to select the appropriate attachment.

Regards,
Chuck Baldi

On Mon, Apr 12, 2010 at 9:17 PM, Remedy Guy  wrote:
> **
> Hi everyone.  I know this is likely a simple question and I will kick myself
> when I find the answer but I am looking to do the following.
>
> 1.  Loop a table field (no problems, this is easy)
> 2.  While looping rowselected, set an attachment field in an attachment
> pool.
> 3.  Once the attachment field #1 has been set, go to the next record and set
> attachment field #2.
>
> The stump I am having is at step 3.  How do I tell the guide to go to the
> next record in the table loop?  The guide loops rows selected and is
> designed to populate the attachment pool to a maximum of 3 attachments.
>
> thanks.
>
>
> 
> Videos that have everyone talking! Now also in HD! MSN.ca Video.
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_

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Table Loop RowSelected go to next record

[Remedy Guy]

Hi everyone.  I know this is likely a simple question and I will kick myself 
when I find the answer but I am looking to do the following.

 

1.  Loop a table field (no problems, this is easy)

2.  While looping rowselected, set an attachment field in an attachment pool.

3.  Once the attachment field #1 has been set, go to the next record and set 
attachment field #2.

 

The stump I am having is at step 3.  How do I tell the guide to go to the next 
record in the table loop?  The guide loops rows selected and is designed to 
populate the attachment pool to a maximum of 3 attachments.

 

thanks.

 
  
_
Videos that have everyone talking! Now also in HD!
http://go.microsoft.com/?linkid=9724465
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Re: Question on Java Plug-in server and ARS 6.3

[Joe D'Souza]

Axton,

Won't you have problems with missing fields?

I know I once used an older form (it was a known bug) when Remedy updated
the plugin (of SRM or RKM - I do not remember which) but not the underlying
forms, so there were missing fields in the older version forms that the
plugin kept complaining about and as a result not displaying the information
it should have.. I had to manually create these fields in the form to
correct that problem.

So depending on what plugin you are talking about, you might be able to get
away with it so long as you manually fix the forms that these plugins
display data on.

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Axton
  Sent: Monday, April 12, 2010 5:37 PM
  To: arslist@ARSLIST.ORG
  Subject: Question on Java Plug-in server and ARS 6.3


  ** Has anyone out there connect a 6.3 Remedy server to a 7.5 Java Plugin
server?


  Thanks,
  Axton

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Question on Java Plug-in server and ARS 6.3

[Axton]

Has anyone out there connect a 6.3 Remedy server to a 7.5 Java Plugin
server?

Thanks,
Axton

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Re: Strage issue

[Joe D'Souza]

Try removing the dependency from the registry. There will be a key called
DependOnService on the Remedy AR System Server key, that you would need to
manually delete..

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Daniel Condrea
  Sent: Monday, April 12, 2010 9:30 AM
  To: arslist@ARSLIST.ORG
  Subject: FW: Strage issue


  **
  I have tryed  your sugestion and ARS generate an error is



  I have noticed  that 'AR System Portmapper' depeds on ARS service.

  I belive that 'AR System Portmapper' starts if ARS starts either:

  Register-With-Portmapper: T

  or

  Register-With-Portmapper: F

  Daniel




--
  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Frank Caruso
  Sent: Monday, April 12, 2010 4:05 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Strage issue


  ** My guess would be that portmapper is a separate process from arserver
and that the flag just instructs arserver not utilize portmapper but does
not prevent portmapper from starting. Disable portmapper as a service and
restart arserver.



  On Mon, Apr 12, 2010 at 3:57 PM, Daniel Condrea
 wrote:

**
Hello All,

According to documentation if there is a need to start ARS without "AR
System Portmapper" in the ar.cfg file must exist:

Register-With-Portmapper: F

After restart we get



Can you help me with a sugestion?

Daniel
ARS 7.1 patch 008
Oracle 10G
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Re: ARERR [623] on Mid-tier only in User Form

[John Kelley]

This may help.

I got that error once.  I had to remove and readd the Server name and 
password from the midtier config tool.  Don't forget to Restart the 
services. 

I also cleared the cache while I was in there. 


JK


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Re: Segregating HR & IS/IT data

[strauss]

In my experience, EVERYONE who has access to the customer record will be able 
to see ANY tickets associated with that customer, or for that matter the entire 
customer company, even if the ticket is owned and assigned in a separate 
company that you do NOT have access to at all.  The Customer Company Group ID 
is present in field 112 (Assignee Groups) of the record, making it visible to 
anyone with Customer company access.   Another alternative to two sets of 
customer data might be a customization to remove (or never insert) the customer 
company Group ID in field 112, at which point all access to the record requires 
Owner Group or Assigned Group membership.  I have not tried that... I'm sure it 
breaks something somewhere else in the ITSM app, including customer access to 
their own ticket.

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 Ramy S. Ayoub
Sent: Monday, April 12, 2010 12:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: Segregating HR & IS/IT data

**

**
what you need only to do , create new company with name of Employee for example 
and you will configure all the People to have access to this Company , So 
another Company IT Support and Another one HR Support

For example you need to give all the organization ( Employee Company) in CTM 
People Access Restrictions Table

For the IT Support they should have ( Employee Company and IT Support ) in CTM 
People Access Restrictions Table

For the HR Support they should have ( Employee Company and HR Support ) in CTM 
People Access Restrictions Table

also you will build the Support Groups under this Companies base on the role.

On 4/12/10, strauss mailto:stra...@unt.edu>> wrote:
**
...and the only way to avoid having to duplicate all of that data would most 
likely be to use Stanford's solution where customer records are created as 
needed by pulling the people data from LDAP - on demand.  Anne Pinkowski can 
probably give you more information on that.  When you duplicated the data, how 
did you handle the duplication of Login Names for the CTM:People and User forms?

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ramey, 
Anne
Sent: Monday, April 12, 2010 11:50 AM

To: arslist@ARSLIST.ORG
Subject: Re: Segregating HR & IS/IT data

**
Sites cross tenancies, you just have to associate the HR tenancy with them.  
Yes, you have to duplicate the people data.  It's not a perfect solution, but 
it works.

Anne Ramey
E-mail correspondence to and from this address may be subject to the North 
Carolina Public Records Law and may be disclosed to third parties only by an 
authorized State Official.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, 
Christie :CO IS
Sent: Friday, April 09, 2010 5:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Segregating HR & IS/IT data

**
How do you handle the employee base & location base?  Do you have to duplicate 
these data sets?


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger 
Justice
Sent: Friday, April 09, 2010 2:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Segregating HR & IS/IT data
** Multi-tenancy is the easiest way. You could create new Supprt Groups the HR 
use field 112 to limit who can see the record and review the workflow that will 
allow a group member the see the entry. You will have the insure on these 
records that the unrestricted group is not one of the entries in field 112.

-Original Message-
From: Pargeter, Christie :CO IS mailto:cparg...@lhs.org>>
To: arslist@ARSLIST.ORG
Sent: Fri, Apr 9, 2010 4:10 pm
Subject: Segregating HR & IS/IT data
**
We are looking at adding our HR Help Desk to using ITSM on the same server.  
But we wanted to keep the incident & change tickets segregated.  But we don't 
really want to do multi-tendency if we don't have to.  The 2 desks have the 
same employee & location bases we just don't want them to see each other's 
tickets.  How have other companies handled this?

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


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

tel: 503-415-5149


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Answers Are"_
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Re: Question: Separating Mid-tier from the app server

[jham36]

I think it really is as simple as that.  In my experience, the Mid-
Tier has been the easiest component to deploy and configure.

James

On Apr 12, 12:47 pm, Eli Schilling  wrote:
> Good day fellow listers!
>
> Since implementing Remedy many years ago we have been running Mid-tier
> on the application server (Win 2003 x64 and Apache Tomcat 5.5.x).  Since
> we implemented SRM last year there has been a tremendous increase in
> traffice and I am now ready to entertain the idea of moving mid-tier to
> its own server.
>
> My biggest concern with the move is the impact it will have on SRM.  I'm
> wondering if the change is as simple as installing mid-tier on a new
> server, then updating the mid-tier web path in the server config?  Are
> there any other gotchas I should be aware of?
>
> Thanks in advance!
>
> Eli
>
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Re: Segregating HR & IS/IT data

[Ramy S. Ayoub]

**
what you need only to do , create new company with name of Employee for
example and you will configure all the People to have access to this Company
, So another Company IT Support and Another one HR Support

For example you need to give all the organization ( Employee Company) in CTM
People Access Restrictions Table

For the IT Support they should have ( Employee Company and IT Support ) in
CTM People Access Restrictions Table

For the HR Support they should have ( Employee Company and HR Support ) in
CTM People Access Restrictions Table

also you will build the Support Groups under this Companies base on the
role.

On 4/12/10, strauss  wrote:
>
> **
>
> …and the only way to avoid having to duplicate all of that data would most
> likely be to use Stanford’s solution where customer records are created as
> needed by pulling the people data from LDAP - on demand.  Anne Pinkowski can
> probably give you more information on that.  When you duplicated the data,
> how did you handle the duplication of Login Names for the CTM:People and
> User forms?
>
>
>
> 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 *Ramey, Anne
> *Sent:* Monday, April 12, 2010 11:50 AM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Segregating HR & IS/IT data
>
>
>
> **
>
> Sites cross tenancies, you just have to associate the HR tenancy with
> them.  Yes, you have to duplicate the people data.  It's not a perfect
> solution, but it works.
>
>
>
> Anne Ramey
>
> *E-mail correspondence to and from this address may be subject to the
> North Carolina Public Records Law and may be disclosed to third parties only
> by an authorized State Official.*
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Pargeter, Christie :CO IS
> *Sent:* Friday, April 09, 2010 5:36 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Segregating HR & IS/IT data
>
>
>
> **
>
> How do you handle the employee base & location base?  Do you have to
> duplicate these data sets?
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Roger Justice
> *Sent:* Friday, April 09, 2010 2:25 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Segregating HR & IS/IT data
>
> ** Multi-tenancy is the easiest way. You could create new Supprt Groups
> the HR use field 112 to limit who can see the record and review the workflow
> that will allow a group member the see the entry. You will have the insure
> on these records that the unrestricted group is not one of the entries in
> field 112.
>
>
>
> -Original Message-
> From: Pargeter, Christie :CO IS 
> To: arslist@ARSLIST.ORG
> Sent: Fri, Apr 9, 2010 4:10 pm
> Subject: Segregating HR & IS/IT data
>
> **
>
> We are looking at adding our HR Help Desk to using ITSM on the same
> server.  But we wanted to keep the incident & change tickets segregated.
> But we don't really want to do multi-tendency if we don't have to.  The 2
> desks have the same employee & location bases we just don't want them to see
> each other's tickets.  How have other companies handled this?
>
>
>
> ARS 7.1 p 6
>
> ITSM 7.0.3 p 9
>
> Window 2003
>
> MS SQ 2005
>
> IIS/Tomcat
>
> RKM 7.2 p 2
>
> MidTier 7.1 p 6
>
>
>   --
>
> *Christie Pargeter *
> *Legacy Health** ***
>
> *IS - Programming*
>
> *SR Technical Analyst***
>
> cparge...@lhs.org
>
> *  **1120 Building*
>
> tel: 503-415-5149
>
>
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
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> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
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Re: Segregating HR & IS/IT data

[strauss]

...and the only way to avoid having to duplicate all of that data would most 
likely be to use Stanford's solution where customer records are created as 
needed by pulling the people data from LDAP - on demand.  Anne Pinkowski can 
probably give you more information on that.  When you duplicated the data, how 
did you handle the duplication of Login Names for the CTM:People and User forms?

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 Ramey, Anne
Sent: Monday, April 12, 2010 11:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: Segregating HR & IS/IT data

**
Sites cross tenancies, you just have to associate the HR tenancy with them.  
Yes, you have to duplicate the people data.  It's not a perfect solution, but 
it works.

Anne Ramey
E-mail correspondence to and from this address may be subject to the North 
Carolina Public Records Law and may be disclosed to third parties only by an 
authorized State Official.

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Pargeter, Christie :CO IS
Sent: Friday, April 09, 2010 5:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Segregating HR & IS/IT data

**
How do you handle the employee base & location base?  Do you have to duplicate 
these data sets?


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Roger Justice
Sent: Friday, April 09, 2010 2:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Segregating HR & IS/IT data
** Multi-tenancy is the easiest way. You could create new Supprt Groups the HR 
use field 112 to limit who can see the record and review the workflow that will 
allow a group member the see the entry. You will have the insure on these 
records that the unrestricted group is not one of the entries in field 112.

-Original Message-
From: Pargeter, Christie :CO IS 
To: arslist@ARSLIST.ORG
Sent: Fri, Apr 9, 2010 4:10 pm
Subject: Segregating HR & IS/IT data
**
We are looking at adding our HR Help Desk to using ITSM on the same server.  
But we wanted to keep the incident & change tickets segregated.  But we don't 
really want to do multi-tendency if we don't have to.  The 2 desks have the 
same employee & location bases we just don't want them to see each other's 
tickets.  How have other companies handled this?

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


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

tel: 503-415-5149


_attend WWRUG10 www.wwrug.com ARSlist: "Where the 
Answers Are"_
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Re: Segregating HR & IS/IT data

[Ramey, Anne]

Sites cross tenancies, you just have to associate the HR tenancy with them.  
Yes, you have to duplicate the people data.  It's not a perfect solution, but 
it works.

Anne Ramey

E-mail correspondence to and from this address may be subject to the North 
Carolina Public Records Law and may be disclosed to third parties only by an 
authorized State Official.

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Pargeter, Christie :CO IS
Sent: Friday, April 09, 2010 5:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Segregating HR & IS/IT data

**
How do you handle the employee base & location base?  Do you have to duplicate 
these data sets?


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Roger Justice
Sent: Friday, April 09, 2010 2:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Segregating HR & IS/IT data
** Multi-tenancy is the easiest way. You could create new Supprt Groups the HR 
use field 112 to limit who can see the record and review the workflow that will 
allow a group member the see the entry. You will have the insure on these 
records that the unrestricted group is not one of the entries in field 112.

-Original Message-
From: Pargeter, Christie :CO IS 
To: arslist@ARSLIST.ORG
Sent: Fri, Apr 9, 2010 4:10 pm
Subject: Segregating HR & IS/IT data
**
We are looking at adding our HR Help Desk to using ITSM on the same server.  
But we wanted to keep the incident & change tickets segregated.  But we don't 
really want to do multi-tendency if we don't have to.  The 2 desks have the 
same employee & location bases we just don't want them to see each other's 
tickets.  How have other companies handled this?

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


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

tel: 503-415-5149


_attend WWRUG10 www.wwrug.com ARSlist: "Where the 
Answers Are"_
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Question: Separating Mid-tier from the app server

[Eli Schilling]

Good day fellow listers!
 
Since implementing Remedy many years ago we have been running Mid-tier
on the application server (Win 2003 x64 and Apache Tomcat 5.5.x).  Since
we implemented SRM last year there has been a tremendous increase in
traffice and I am now ready to entertain the idea of moving mid-tier to
its own server.
 
My biggest concern with the move is the impact it will have on SRM.  I'm
wondering if the change is as simple as installing mid-tier on a new
server, then updating the mid-tier web path in the server config?  Are
there any other gotchas I should be aware of?

Thanks in advance!
 
Eli

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ARX Files from MidTier

[Kemes, Lisa]

Is there a limit to how many columns or characters you can save to an arx file 
from the MidTier?  Looks like we are starting to get errors ("Failed to Perform 
Action") when we add more than 213 columns.  The Client is fine and can handle 
much more than this

ARS 7.1 p7
AR Midtier 7.5 p2
Windows 2003

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




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Re: Import Production Data into Test Environment?

[strauss]

Using the DMT to import your data will result in mis-matches between foundation 
data group IDs or other record IDs and those contained in your ticketing data.  
We found it to be useless for moving any data that depends on links to existing 
records, since it creates new records from scratch from the spreadsheet data in 
whatever order it wants, resulting in record IDs that differ from your source 
server.  It's like trying to take custom DTS packages in SQL Server written 
against one AR Server at the T-table level, and move them to another AR Server 
installed separately; none of the T-table numbers line up!

Looking at a typical HPD:Help Desk record, there are several Group IDs, several 
Support Group IDs, a Person ID and a Site ID, all stored in the record.  If you 
use DMT to recreate your foundation and customer data, none of these field 
values will connect the Incident to the correct supporting records.

We have moved all of our foundation data over from ITSM 7.0.03.009 to ITSM 
7.6.00.001 using rrrchive in overwrite mode for most of it... and the links are 
retained because we are slamming our 7.0.03 data over the OOTB 7.6 data (for 
example, some of the Calbro data will get replaced with My Company data).  
Ticketing data followed, and all of the association data appears to be working 
because we have forced the retention of all record ID information.  In any 
table that we wanted to keep some of the OOTB data but add our custom data, we 
had to export to .arx and use the Import Tool since we had little success with 
rrrchive in any mode except overwrite.   For example, here are the settings for 
two we had to import:

GROUP:
Replace Old Record with New Record
Custom Fields - on "Group Name"
Use First Matching Request
Checked:
Make Non-Core Required Fields Optional
Suppress Filters
Suppress Field Default Values
Import Records with Too Many Fields
Import Records with Too Few Fields

COM:Company
Update Old Record with New Record's Data
(Calbro and Invention get overwritten)
Request ID
Use First Matching Request
Checked:
Make Non-Core Required Fields Optional
Suppress Filters
Suppress Field Default Values
Import Records with Too Many Fields
Import Records with Too Few Fields

One of the problems we hit was that if you install the Product Catalog and 
import data when setting up Atrium Core 7.6, it brings in thousands of 
companies and related data that will conflict with your custom company 
organizational data, especially if you are multi-tenancy like we are and have a 
lot of companies.  We had to reinstall AtriumCore without the product catalog 
data in order to leave room for our 7.0 foundation data, and we will add it 
later.

We think we got  a good move of all foundation and ITSM (ServiceDesk and Change 
Management) data, as well as Kinetic Request, moving it at the table level 
(just over 100 tables have data).  We don't have Asset Mgmt until we get to 
7.6, and our CMDB is empty, so it isn't as much data as you might have.  
Kinetic Request and Calendar were also moved successfully at the table level 
(37 tables), but SLM has proven harder to figure out and we are still trying to 
use the SLM export-import tools.  We have already found a major bug in the 
export where at different patch levels of the SLM 7.1 app, different forms of a 
flagword were used in the SLM:SLAAssociation form, and the presence of the 
earlier one (SLM_CONTRACT instead of SLMCONTRACT) prevents the correct export 
of Service Agreements and related objects.  We still have to re-visit the 
notification subsystem - BMC rebuilt it enough that entire tables were 
deprecated, but these are pass-through tables so it may still work.

We are still working on this on our test 7.5/7.6 server, and still have to (1) 
move the same data from production 7.1/7.0 server to the new production 7.5/7.6 
server, and (2) figure out which tables have data that must be re-copied just 
before cutover since it will have changed (tickets, work info, association 
records, etc.).  It is complicated by the fact that we have added a fair number 
of custom fields to HPD:Help Desk, and those fields must be migrated to the 7.6 
app before you can move the data.  We are recording everything in a spreadsheet 
as we go, and it will also be our roadmap for data to move again during the 
cutover.

This is probably doing it the hard way, but our tests of upgrading last year 
were all relatively unsuccessful at the application level due to BMC re-writing 
modules that we had customized, plus the file folder lay down of executables on 
the server is different between a 7.1/7.0 install and a 7.5/7.6 install.  An 
upgrade is a scrambled combination of the two, making file maintenance a mess 
and confusing the plugin systems when you add modules like Asset Mgmt and they 
end up trying to use different path constructs.  From what I saw, I would not 
want to put an upgraded app into production unless I could success

Re: Import Production Data into Test Environment?

[Roger Justice]

The DMT is installed automatically with ITSM 7.6 start with the spredsheets 
provided to determine what foundation data you can export and then using DMT 
import. Some of your foundation data may need to be imported without the DMT.





-Original Message-
From: Hulmes, Timothy W Mr CTR US USA IMCOM 
To: arslist@ARSLIST.ORG
Sent: Mon, Apr 12, 2010 10:42 am
Subject: Import Production Data into Test Environment?


We are in a tough bind at this point.  Thought I would throw out a bone
o see if anyone knew of an easy way to complete this action.
Here is the situation, we have a production environment of:
RS 7.5 Patch 4
MDB 7.6 Patch 1  (Only thing we don't have is Product Catalog
nstalled)
TSM 7.0.03 Patch 9 plus compatibility path 9000
LM 7.6
In our Test environment we want to get to
RS 7.5 Patch 4
MDB 7.6 Patch 1  
TSM 7.6 Patch 2
LM 7.6 Patch 1
Our database is SQL 2005.  If we use a copy of our production database
o upgrade we get error because of ITSM-DSL 7.0.03 Patch 9 gives us
rror during the CMDB upgrade, which is why we don't have Product
atalog in production.  We can't upgrade to ITSM without Product
atalog.  
f we do a complete fresh install in test we are good but then we don't
ave any of our foundation data.  We don't really want to have to
ebuild or manually import all of that data if it can be avoided.
We have a ticket in with BMC but haven't achieved success yet.
We need to begin testing our process against ITSM 7.6 ASAP, anyone have
ny ideas of the fastest way to get that data if we do a fresh install
nstead of upgrading against the production database?
Tim
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Import Production Data into Test Environment?

[Hulmes, Timothy W Mr CTR US USA IMCOM]

We are in a tough bind at this point.  Thought I would throw out a bone
to see if anyone knew of an easy way to complete this action.

Here is the situation, we have a production environment of:
ARS 7.5 Patch 4
CMDB 7.6 Patch 1  (Only thing we don't have is Product Catalog
installed)
ITSM 7.0.03 Patch 9 plus compatibility path 9000
SLM 7.6

In our Test environment we want to get to
ARS 7.5 Patch 4
CMDB 7.6 Patch 1  
ITSM 7.6 Patch 2
SLM 7.6 Patch 1

Our database is SQL 2005.  If we use a copy of our production database
to upgrade we get error because of ITSM-DSL 7.0.03 Patch 9 gives us
error during the CMDB upgrade, which is why we don't have Product
Catalog in production.  We can't upgrade to ITSM without Product
Catalog.  
If we do a complete fresh install in test we are good but then we don't
have any of our foundation data.  We don't really want to have to
rebuild or manually import all of that data if it can be avoided.

We have a ticket in with BMC but haven't achieved success yet.

We need to begin testing our process against ITSM 7.6 ASAP, anyone have
any ideas of the fastest way to get that data if we do a fresh install
instead of upgrading against the production database?

Tim

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Re: Can't change servers in client User, Admin or Import tools

[Chowdhury, Tauf]

Dwayne,

When you uninstall, did you make sure the home directory was deleted
also? I suspect that even after uninstalling, there were entries left in
your Home directory which are causing this issue. Without uninstalling
now, you can go in and remove entries in the Home directory. Just be
sure to backup any reports or saved searches. 

 

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 Martin, Dwayne
Sent: Monday, April 12, 2010 10:00 AM
To: arslist@ARSLIST.ORG
Subject: Can't change servers in client User, Admin or Import tools

 

Dear List,

We have a test (rem2) and a production (rem1) server.  For years we
could go into the User, Administrator, or Import tools "Accounts" and
check the server we wanted and uncheck the server we don't want.  But
now when I click "Accounts" I see that "rem2" has a green check and
"rem1" has a red X.  I want to log into "rem1" so I uncheck "rem2" and
check "rem1" and click OK.  But if I open "Accounts" again I see that
the values have servers have reverted to their previous value.  "rem2"
once again has the green arrow and "rem1" has the red check.
Consequently I can't get into "rem1" account.  This affects all three
client tools.  I am not aware of any changes to my computer system.

It only affects the User account on my PC.  If I log in as PC
Administrator, or on to another computer everything works OK, so it
looks like a permission issue.  But my user account has permission to
all the "AR System" folders.  I uninstalled and reinstalled the User and
Administrator tools, but it didn't help.

I can use another PC so this isn't an emergency, but it is annoying.
Any suggestions?

Dwayne Martin

James Madison University

(Win XP PC, ARS and client tools 7.1 p3, RH Linux server, Oracle 10.2
db)

 

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Re: Can't change servers in client User, Admin or Import tools

[LJ Longwing]

Dwayne,
That list is stored in a file named 'ar' in your home directorythe
symptoms you are describing is not having write access to that file

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Martin, Dwayne
Sent: Monday, April 12, 2010 8:00 AM
To: arslist@ARSLIST.ORG
Subject: Can't change servers in client User, Admin or Import tools


** 

Dear List,

We have a test (rem2) and a production (rem1) server.  For years we could go
into the User, Administrator, or Import tools "Accounts" and check the
server we wanted and uncheck the server we don't want.  But now when I click
"Accounts" I see that "rem2" has a green check and "rem1" has a red X.  I
want to log into "rem1" so I uncheck "rem2" and check "rem1" and click OK.
But if I open "Accounts" again I see that the values have servers have
reverted to their previous value.  "rem2" once again has the green arrow and
"rem1" has the red check.  Consequently I can't get into "rem1" account.
This affects all three client tools.  I am not aware of any changes to my
computer system.

It only affects the User account on my PC.  If I log in as PC Administrator,
or on to another computer everything works OK, so it looks like a permission
issue.  But my user account has permission to all the "AR System" folders.
I uninstalled and reinstalled the User and Administrator tools, but it
didn't help.

I can use another PC so this isn't an emergency, but it is annoying.  Any
suggestions?

Dwayne Martin

James Madison University

(Win XP PC, ARS and client tools 7.1 p3, RH Linux server, Oracle 10.2 db)

 

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Can't change servers in client User, Admin or Import tools

[Martin, Dwayne]

Dear List,
We have a test (rem2) and a production (rem1) server.  For years we could go 
into the User, Administrator, or Import tools "Accounts" and check the server 
we wanted and uncheck the server we don't want.  But now when I click 
"Accounts" I see that "rem2" has a green check and "rem1" has a red X.  I want 
to log into "rem1" so I uncheck "rem2" and check "rem1" and click OK.  But if I 
open "Accounts" again I see that the values have servers have reverted to their 
previous value.  "rem2" once again has the green arrow and "rem1" has the red 
check.  Consequently I can't get into "rem1" account.  This affects all three 
client tools.  I am not aware of any changes to my computer system.
It only affects the User account on my PC.  If I log in as PC Administrator, or 
on to another computer everything works OK, so it looks like a permission 
issue.  But my user account has permission to all the "AR System" folders.  I 
uninstalled and reinstalled the User and Administrator tools, but it didn't 
help.
I can use another PC so this isn't an emergency, but it is annoying.  Any 
suggestions?
Dwayne Martin
James Madison University
(Win XP PC, ARS and client tools 7.1 p3, RH Linux server, Oracle 10.2 db)


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FW: Strage issue

[Daniel Condrea]

I have tryed  your sugestion and ARS generate an error is
 
 
 
I have noticed  that 'AR System Portmapper' depeds on ARS service.
 
I belive that 'AR System Portmapper' starts if ARS starts either:
 
Register-With-Portmapper: T 
 
or
 
Register-With-Portmapper: F
 
Daniel



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Frank Caruso
Sent: Monday, April 12, 2010 4:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Strage issue


** My guess would be that portmapper is a separate process from arserver
and that the flag just instructs arserver not utilize portmapper but
does not prevent portmapper from starting. Disable portmapper as a
service and restart arserver.



On Mon, Apr 12, 2010 at 3:57 PM, Daniel Condrea <
daniel.cond...@orange-ftgroup.com> wrote:


** 
Hello All,
 
According to documentation if there is a need to start ARS
without "AR System Portmapper" in the ar.cfg file must exist:
 
Register-With-Portmapper: F
 
After restart we get
 

 
Can you help me with a sugestion?
 
Daniel
ARS 7.1 patch 008
Oracle 10G
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Re: Strage issue

[Frank Caruso]

My guess would be that portmapper is a separate process from arserver and
that the flag just instructs arserver not utilize portmapper but does not
prevent portmapper from starting. Disable portmapper as a service and
restart arserver.


On Mon, Apr 12, 2010 at 3:57 PM, Daniel Condrea <
daniel.cond...@orange-ftgroup.com> wrote:

> **
> Hello All,
>
> According to documentation if there is a need to start ARS without "AR
> System Portmapper" in the ar.cfg file must exist:
>
> Register-With-Portmapper: F
>
> After restart we get
>
>
> Can you help me with a sugestion?
>
> Daniel
> ARS 7.1 patch 008
> Oracle 10G
>
> *
> This message and any attachments (the "message") are confidential and 
> intended solely for the addressees.
> Any unauthorised use or dissemination is prohibited.
> Messages are susceptible to alteration.
> France Telecom Group shall not be liable for the message if altered, changed 
> or falsified.
> If you are not the intended addressee of this message, please cancel it 
> immediately and inform the sender.
> 
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_

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Strage issue

[Daniel Condrea]

Hello All,
 
According to documentation if there is a need to start ARS without "AR
System Portmapper" in the ar.cfg file must exist:
 
Register-With-Portmapper: F
 
After restart we get
 
 
 
Can you help me with a sugestion?
 
Daniel
ARS 7.1 patch 008
Oracle 10G

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solely for the addressees. 
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Messages are susceptible to alteration. 
France Telecom Group shall not be liable for the message if altered, changed or 
falsified.
If you are not the intended addressee of this message, please cancel it 
immediately and inform the sender.



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Re: OT:Kinetic apps and some iPad fun (Friday Humor)

[Meyer, Jennifer L]

I love that site.

Jennifer Meyer
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Carey Matthew Black
Sent: Friday, April 09, 2010 11:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT:Kinetic apps and some iPad fun (Friday Humor)

But ... Will it blend?

http://www.guardian.co.uk/media/pda/2010/apr/09/viral-video-chart-ipad

P.S. Sorry about the link to the UK for the video. But the company web
site appears to be "slow" or "non-responsive" to me. You should be
able to also find the video somewhere here too:
http://www.blendtec.com/willitblend/

:)

Spoiler alert: ..




He pushes the "i-blend button" in the video.

-- 
Carey Matthew Black

On Mon, Apr 5, 2010 at 11:22 AM, John Sundberg
 wrote:
> **
>
>
> I got an iPad -- it is quite sharp - and surprisingly fast.
> I loaded some Kinetic apps with the iPad.
> Check them out here:
>

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Re: incident count problem

[Rick Cook]

I can't think of any way that a mid-tier upgrade alone would affect the Entry 
IDs.  Is it possible that you have an entry ID block value set, and that you 
restarted AR System?

Rick

-Original Message-
From: Ramagiri 
Date: Mon, 12 Apr 2010 16:06:05 
To: 
Subject: incident count problem

Hi All , 

 

I have installed mid tier patch 008 and restart the tomcat server. When
I checked with my incident numbering they have changed. Below is the screen
shot 

 



 

Before patch installed the incident count was #17709 and after installation
of the patch the incident count is #18706 and there is a 

1000 incident difference. Please let me know is this will affect the
incident counts.



 

RAVI CHANDRA . RAMAGIRI
Infrastructure Management Services Team

System Administrator  - Windows / Remedy
 (O) +91 40 44556600 (351)  (C) +91 9985794493  (V) 847-879-4995 Ext:- 351
*   ravi.ramag...@gssamerica.com

 

GSS America InfoTech Ltd., A SEI-CMMI Level 3 certified company 
Third Floor, Block 'B',
Cyber Gateway, HITEC City, 
Hyderabad - 500 081. AP. India

  www.gssamerica.com

 

P Please do not print this email unless it is absolutely necessary. Spread
environmental awareness.

Disclaimer
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Re: How to reset the Request ID

[pivanov]

Hi,

 go to your AR System database and find table with name "arschema".
There is a record for your form with value of the field : nextId,
which contain the next value for Request ID field of your form.

Cheers,
 Plamen

On 12 Апр, 15:11, "Nair, Rajesh IN BOM SISL" 
wrote:
> Hey,
> this is a great information.. can i have the form name in the system.. i 
> tried finding it put could not find any.
>
> Regards
> Rajesh
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of pivanov
> Sent: Monday, April 12, 2010 5:30 PM
> To: arsl...@arslist.org
> Subject: Re: How to reset the Request ID
>
> Thanks a lot. I found it :)
>
> On 12 Апр, 14:57, Roger Justice  wrote:
> > In the ARschema table the field is next ID. This is only the Request ID for 
> > the specific form. If you are using ITSM 7 or later the Incident ID as an 
> > example is set from a form called numgenerator.
>
> > -Original Message-
> > From: pivanov 
> > To: arsl...@arslist.org
> > Sent: Mon, Apr 12, 2010 7:48 am
> > Subject: How to reset the Request ID
>
> > Dear Colleagues,
> >  i have a issue and wish to receive your help on it. I need when i
> > elete records from a form, to reset the Request ID to a value as it as
> > before the deleted records. (example: Request ID : 89, nsert
> > 10 records - 99, delete the last 10 records - Requist D to
> > become again 89, not to continue from 99) Is hat
> > possible?
> > Regards,
> > Plamen Ivanovwww.remedy.bg
> > __
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Re: How to reset the Request ID

[Nair, Rajesh IN BOM SISL]

Hey,
this is a great information.. can i have the form name in the system.. i tried 
finding it put could not find any.


Regards
Rajesh


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of pivanov
Sent: Monday, April 12, 2010 5:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: How to reset the Request ID

Thanks a lot. I found it :)

On 12 Апр, 14:57, Roger Justice  wrote:
> In the ARschema table the field is next ID. This is only the Request ID for 
> the specific form. If you are using ITSM 7 or later the Incident ID as an 
> example is set from a form called numgenerator.
>
>
>
> -Original Message-
> From: pivanov 
> To: arsl...@arslist.org
> Sent: Mon, Apr 12, 2010 7:48 am
> Subject: How to reset the Request ID
>
> Dear Colleagues,
>  i have a issue and wish to receive your help on it. I need when i
> elete records from a form, to reset the Request ID to a value as it as
> before the deleted records. (example: Request ID : 89, nsert
> 10 records - 99, delete the last 10 records - Requist D to
> become again 89, not to continue from 99) Is hat
> possible?
> Regards,
> Plamen Ivanovwww.remedy.bg
> __
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> ttend wwrug10www.wwrug.comARSlist: "Where the Answers Are"
>
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Re: How to reset the Request ID

[pivanov]

Thanks a lot. I found it :)

On 12 Апр, 14:57, Roger Justice  wrote:
> In the ARschema table the field is next ID. This is only the Request ID for 
> the specific form. If you are using ITSM 7 or later the Incident ID as an 
> example is set from a form called numgenerator.
>
>
>
> -Original Message-
> From: pivanov 
> To: arsl...@arslist.org
> Sent: Mon, Apr 12, 2010 7:48 am
> Subject: How to reset the Request ID
>
> Dear Colleagues,
>  i have a issue and wish to receive your help on it. I need when i
> elete records from a form, to reset the Request ID to a value as it
> as before the deleted records. (example: Request ID : 89,
> nsert 10 records - 99, delete the last 10 records - Requist
> D to become again 89, not to continue from 99) Is
> hat possible?
> Regards,
> Plamen Ivanovwww.remedy.bg
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Re: How to reset the Request ID

[Roger Justice]

In the ARschema table the field is next ID. This is only the Request ID for the 
specific form. If you are using ITSM 7 or later the Incident ID as an example 
is set from a form called numgenerator.





-Original Message-
From: pivanov 
To: arslist@ARSLIST.ORG
Sent: Mon, Apr 12, 2010 7:48 am
Subject: How to reset the Request ID


Dear Colleagues,
 i have a issue and wish to receive your help on it. I need when i
elete records from a form, to reset the Request ID to a value as it
as before the deleted records. (example: Request ID : 89,
nsert 10 records - 99, delete the last 10 records - Requist
D to become again 89, not to continue from 99) Is
hat possible?
Regards,
Plamen Ivanov
www.remedy.bg
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Re: How to reset the Request ID

[Frank Caruso]

The next request id is in table arschema.


On Mon, Apr 12, 2010 at 2:48 PM, pivanov  wrote:

> Dear Colleagues,
>
>  i have a issue and wish to receive your help on it. I need when i
> delete records from a form, to reset the Request ID to a value as it
> was before the deleted records. (example: Request ID : 89,
> insert 10 records - 99, delete the last 10 records - Requist
> ID to become again 89, not to continue from 99) Is
> that possible?
>
> Regards,
>  Plamen Ivanov
>  www.remedy.bg
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
>

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How to reset the Request ID

[pivanov]

Dear Colleagues,

 i have a issue and wish to receive your help on it. I need when i
delete records from a form, to reset the Request ID to a value as it
was before the deleted records. (example: Request ID : 89,
insert 10 records - 99, delete the last 10 records - Requist
ID to become again 89, not to continue from 99) Is
that possible?

Regards,
 Plamen Ivanov
 www.remedy.bg

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incident count problem

[Ramagiri]

Hi All , 

 

I have installed mid tier patch 008 and restart the tomcat server. When
I checked with my incident numbering they have changed. Below is the screen
shot 

 



 

Before patch installed the incident count was #17709 and after installation
of the patch the incident count is #18706 and there is a 

1000 incident difference. Please let me know is this will affect the
incident counts.



 

RAVI CHANDRA . RAMAGIRI
Infrastructure Management Services Team

System Administrator  - Windows / Remedy
 (O) +91 40 44556600 (351)  (C) +91 9985794493  (V) 847-879-4995 Ext:- 351
*   ravi.ramag...@gssamerica.com

 

GSS America InfoTech Ltd., A SEI-CMMI Level 3 certified company 
Third Floor, Block 'B',
Cyber Gateway, HITEC City, 
Hyderabad - 500 081. AP. India

  www.gssamerica.com

 

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