Re: Creating Remedy form entries from unformatted incoming customer email

[Robert Fults]

Or you can follow this series:

http://williamrentfrow.com/automating-service-bmc-remedy-email-engine-part-1/
http://williamrentfrow.com/automating-service-bmc-remedy-email-engine-part-2/
http://williamrentfrow.com/automating-service-bmc-remedy-email-engine-part-3/
http://williamrentfrow.com/part-4-creating-incident-remedy-email-engine/
http://williamrentfrow.com/part-5-updating-incidents-incoming-email-remedy-email-engine/
http://williamrentfrow.com/add-email-attachments-incoming-emails/

I have some updated material that will allow you to accept multiple incoming 
attachments as well.

Sincerely,

Robert Fults
Sr. Remedy Dev.
Florida International University

From: Martin, Dwayne [marti...@jmu.edu]
Sent: Monday, May 10, 2010 2:27 PM
Subject: Re: Creating Remedy form entries from unformatted incoming customer 
email

**
Thanks, Lyle, Rick, and Raul,

Good ideas!  Either have the Remedy email engine listen to the HelpDesk 
mailbox, or have the HelpDesk mailbox forward its email to the Remedy mailbox.  
Then parse out the “AR System Email Messages” entries.  It gives us something 
to work on.

Thank you!

Dwayne

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JOB: Permanent - BMC Remedy - French or German - for Switzerland.

[drh-ssii]

Hello,

We are an IT  service company working mainly on big Remedy Projects in 
Europe.

We are BMC Partners.

We need urgently some engineers for our projects in Switzerland and France.

Profiles must be technical and/or functional.

As a quick reminder, here are the skills needed:

* AR Server 7.x custom development experience, ITSM 7.x.
* At least 5 years of dev experience
* Experience with integrations and automated data imports
* Basic UNIX proficiency
* Basic SQL proficiency
* Excellent French or German written / spoken (Natives are much more 
appreciated)

* Good English (written / spoken) skills
* Nice to have:  API integrations experience (JAVA)

The candidates must be European Citizens.

US and Canada may apply as well but not prefered.

Please if you are interested, send me your CVs at

i...@silogis.com(do not use reply on this current message)

The commitment is to be immediatly if the Cv is the right one.

Third parties or HR agencies are not invited.

My kindest regards.

Ilidio Moreira da Silva
Silogis International SA

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Re: COLCOUNT not working

[Joe DeSouza]

I apologize for my error in my previous email. I just realized I helped you to 
colsum and not colcount.. I read and posted it in a hurry..

Joe



From: Ravi 
To: arslist@ARSLIST.ORG
Sent: Mon, May 10, 2010 12:48:24 PM
Subject: Re: COLCOUNT not working

**
So, if I use the first way you mentioned:
Since, I don't have the dummy field, so do I need to add a temp field to that 
form.
If so then still what should I be using to set the count? As the need is to set 
count of number of rows in the table to a field.(
Table contains only one column but will have multiple rows) and then use 
$LASTCOUNT$ ( As COLCOUNT is not working) ? 
Please let me know.
Thank you.


On Mon, May 10, 2010 at 9:09 AM, ARSmarts Support  wrote:

**
>
>Hi,
>
>
>You can make a filter with 2 set field actions:
>- the 1st one is just setting a dummy field with the result of the query you 
>want to count the results
>- the 2nd one uses the $LASTCOUNT$ keyword
>
>
>or
>you use a set field with SQL source, and write a query like SELECT 
>COUNT(Field1) FROM table_Name WHERE query
>
>
>Best regards,
>ARSmarts support team
>
>
>
>
>
>
>ARSmarts, your most useful AR System companion.
>www.ARSmarts.com
>
>
>On 10 May 2010, at 17:41, Raj wrote:
>
>Hi All,
>>Setting a field with COLCOUNT($COLUMN FIELD ID$) in a Set Fields
>>action of a Filter on Submit. Seems is it not working. Always setting
the field to a constant value of 15.
>>Would like to set the field with the number of rows in that particular
>>table. Is the any other way around to do this?
>>How can it be done with the help of Direct SQL ?
>>
>>Please advise.
Thanks,
>>Ravi
>>
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>>
>
>
>
>
>
>
>
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>
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Re: Mulitple Check boxes on Advance Interface Forms

[Mahesh]

 Firstly, I never bother to map the data onto the back-end application form
if the Request is generated using an Advanced Interface Form.

All I do is display a button/hyperlink when the Change/Incident/Work Order/
Release etc is created using Advanced Interface Form. The form is opened
dynamically based on the Service Request Definition. For all other Standard
Requests, we display the Request Details which already has all the
information.

Christine -"Add Target Data" is fetching information from "SYS:Form Field
Selection". I wouldn't recommend customizing or even worry about this for
one Service Request Definition. Add as many fields as you want on the
Advanced Interface Form and have work-flow to open that form directly from
the back-end application.

Thanks
Mahesh

On Mon, May 10, 2010 at 4:29 PM, Roger Justice  wrote:

> ** I assume you would have it open the related Service Request that could
> be related to multiple Changes.
>
>
>
> -Original Message-
> From: Mahesh 
> To: arslist@ARSLIST.ORG
> Sent: Mon, May 10, 2010 5:22 pm
> Subject: Re: Mulitple Check boxes on Advance Interface Forms
>
> ** Why not use Advanced Interface Form "without backend mapping" and have
> a button to open the form from the backend application (Incident/Work
> Order/Change/Release)
>
> This will even avoid duplication of data.
>
> Thanks
> Mahesh
>
> On Mon, May 10, 2010 at 4:14 PM, Christine 
> wrote:
>
>> Has anyone used an AIF to create a form with a long list of checkboxes
>> that indicate a users request for application access? I need to
>> replace a java web based form with an SRD. The web form is going away
>> because of two companies merging; the web form is now considered by
>> management something close to nuclear waste and it must be replaced.
>> Works great, has for years, but needs to be gone.
>>
>> I have a basic AIF form (copy of the original) working at a very basic
>> level. I have values from the Mapped 10-27 and Mapped 28 – 47 tabs
>> successfully being sent to just the Detailed Description (Notes) field
>> on the HPD:Help Desk form. That isn’t a lot but at least the base
>> process is working. From here, it gets a bit more complicated and I
>> get lost.
>>
>> I need to create an AIF that would be a list of checkbox fields with
>> titles such as ‘General Ledger’, ‘Accounts Payable’, ‘Order
>> Management’, ‘Inventory Control’ and ‘Work in Progress’. If a person
>> checked the boxes next to ‘Accounts Payable’ and ‘Inventory Control’ I
>> need to indicate this somehow in the HPD:Help Desk form.
>>
>> This being my first major foray into the AIF I’m wondering what is the
>> best way to get the data to the HPD:HelpDesk form.
>>
>> My total list of checkboxes is somewhere around 140 (Placed in
>> sections of course. It is going to be a lengthy listing of Oracle
>> Applications Responsibilities). Does anyone know how to make such a
>> lengthy checkbox listing work? The SRM 2.2 Admin guide (Pg 341) says
>> “If an end user response requires a selection field those fields can
>> be placed on the Your Fields tab, and additional workflow with an
>> execution order of zero can be created to set the field values on the
>> Mapped tab to the value of those fields. This would be done with the
>> hidden fields that are not used to pose questions to the end user.
>> This allows those data types to be mapped automatically using the pre-
>> defined mapping”.
>>
>> What hidden fields? The ‘Mapped’ tab only has 9 fields and I don’t
>> think I can I add fields to the Mapped tab.
>>
>> One last question here – once the form is correct, how do I get the
>> fields to appear as choices in the AOT ‘Add Target Data’ option?
>>
>> Any help would be greatly appreciated. Though I may need to read your
>> response several times before understanding it since I’m much more of
>> a Remedy Admin than a developer.
>>
>>
>> ___
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>>
>
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adv SSO Plugin voice commentary

[John Baker]

Listers,

As some of you will be aware, JSS enjoy creating movies to demonstrate Single 
Sign On for AR System, but people have told us that a commentary would be nice. 
 Therefore, if you've got a few minutes, we'd love your feedback on our "What's 
new in SSO Plugin verison 3" movie.

You can find a link to it on this page:

http://www.javasystemsolutions.com/jss/ssoplugin

You're welcome to email us any feedback!


John Baker
-- 
Java System Solutions 
http://www.javasystemsolutions.com

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Re: Mulitple Check boxes on Advance Interface Forms

[Roger Justice]

I assume you would have it open the related Service Request that could be 
related to multiple Changes.





-Original Message-
From: Mahesh 
To: arslist@ARSLIST.ORG
Sent: Mon, May 10, 2010 5:22 pm
Subject: Re: Mulitple Check boxes on Advance Interface Forms


** Why not use Advanced Interface Form "without backend mapping" and have a 
button to open the form from the backend application (Incident/Work 
Order/Change/Release)

This will even avoid duplication of data.

Thanks
Mahesh


On Mon, May 10, 2010 at 4:14 PM, Christine  wrote:

Has anyone used an AIF to create a form with a long list of checkboxes
that indicate a users request for application access? I need to
replace a java web based form with an SRD. The web form is going away
because of two companies merging; the web form is now considered by
management something close to nuclear waste and it must be replaced.
Works great, has for years, but needs to be gone.

I have a basic AIF form (copy of the original) working at a very basic
level. I have values from the Mapped 10-27 and Mapped 28 – 47 tabs
successfully being sent to just the Detailed Description (Notes) field
on the HPD:Help Desk form. That isn’t a lot but at least the base
process is working. From here, it gets a bit more complicated and I
get lost.

I need to create an AIF that would be a list of checkbox fields with
titles such as ‘General Ledger’, ‘Accounts Payable’, ‘Order
Management’, ‘Inventory Control’ and ‘Work in Progress’. If a person
checked the boxes next to ‘Accounts Payable’ and ‘Inventory Control’ I
need to indicate this somehow in the HPD:Help Desk form.

This being my first major foray into the AIF I’m wondering what is the
best way to get the data to the HPD:HelpDesk form.

My total list of checkboxes is somewhere around 140 (Placed in
sections of course. It is going to be a lengthy listing of Oracle
Applications Responsibilities). Does anyone know how to make such a
lengthy checkbox listing work? The SRM 2.2 Admin guide (Pg 341) says
“If an end user response requires a selection field those fields can
be placed on the Your Fields tab, and additional workflow with an
execution order of zero can be created to set the field values on the
Mapped tab to the value of those fields. This would be done with the
hidden fields that are not used to pose questions to the end user.
This allows those data types to be mapped automatically using the pre-
defined mapping”.

What hidden fields? The ‘Mapped’ tab only has 9 fields and I don’t
think I can I add fields to the Mapped tab.

One last question here – once the form is correct, how do I get the
fields to appear as choices in the AOT ‘Add Target Data’ option?

Any help would be greatly appreciated. Though I may need to read your
response several times before understanding it since I’m much more of
a Remedy Admin than a developer.

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Re: Mulitple Check boxes on Advance Interface Forms

[Roger Justice]

My first question is "Have you been to SRM training?" my second question is 
"Can you upgrade to SRM 7.6?" You will either need to make these character 
fields with multi pick menus or create a lot of Active Links that will change 
the check box into a character field that will be pushed to CHG:Infrastructure 
Change. You would also need to create multiple changes with the appropriate 
details. If you are going to add 140 check boxes to the CHG:Infrastructure 
Change form then you can pass the details without having to use character 
fields.









-Original Message-
From: Christine 
To: arslist@ARSLIST.ORG
Sent: Mon, May 10, 2010 5:14 pm
Subject: Mulitple Check boxes on Advance Interface Forms


Has anyone used an AIF to create a form with a long list of checkboxes
hat indicate a users request for application access? I need to
eplace a java web based form with an SRD. The web form is going away
ecause of two companies merging; the web form is now considered by
anagement something close to nuclear waste and it must be replaced.
orks great, has for years, but needs to be gone.
I have a basic AIF form (copy of the original) working at a very basic
evel. I have values from the Mapped 10-27 and Mapped 28 – 47 tabs
uccessfully being sent to just the Detailed Description (Notes) field
n the HPD:Help Desk form. That isn’t a lot but at least the base
rocess is working. From here, it gets a bit more complicated and I
et lost.
I need to create an AIF that would be a list of checkbox fields with
itles such as ‘General Ledger’, ‘Accounts Payable’, ‘Order
anagement’, ‘Inventory Control’ and ‘Work in Progress’. If a person
hecked the boxes next to ‘Accounts Payable’ and ‘Inventory Control’ I
eed to indicate this somehow in the HPD:Help Desk form.
This being my first major foray into the AIF I’m wondering what is the
est way to get the data to the HPD:HelpDesk form.
My total list of checkboxes is somewhere around 140 (Placed in
ections of course. It is going to be a lengthy listing of Oracle
pplications Responsibilities). Does anyone know how to make such a
engthy checkbox listing work? The SRM 2.2 Admin guide (Pg 341) says
If an end user response requires a selection field those fields can
e placed on the Your Fields tab, and additional workflow with an
xecution order of zero can be created to set the field values on the
apped tab to the value of those fields. This would be done with the
idden fields that are not used to pose questions to the end user.
his allows those data types to be mapped automatically using the pre-
efined mapping”.
What hidden fields? The ‘Mapped’ tab only has 9 fields and I don’t
hink I can I add fields to the Mapped tab.
One last question here – once the form is correct, how do I get the
ields to appear as choices in the AOT ‘Add Target Data’ option?
Any help would be greatly appreciated. Though I may need to read your
esponse several times before understanding it since I’m much more of
 Remedy Admin than a developer.
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Re: Mulitple Check boxes on Advance Interface Forms

[Mahesh]

Why not use Advanced Interface Form "without backend mapping" and have a
button to open the form from the backend application (Incident/Work
Order/Change/Release)

This will even avoid duplication of data.

Thanks
Mahesh

On Mon, May 10, 2010 at 4:14 PM, Christine wrote:

> Has anyone used an AIF to create a form with a long list of checkboxes
> that indicate a users request for application access? I need to
> replace a java web based form with an SRD. The web form is going away
> because of two companies merging; the web form is now considered by
> management something close to nuclear waste and it must be replaced.
> Works great, has for years, but needs to be gone.
>
> I have a basic AIF form (copy of the original) working at a very basic
> level. I have values from the Mapped 10-27 and Mapped 28 – 47 tabs
> successfully being sent to just the Detailed Description (Notes) field
> on the HPD:Help Desk form. That isn’t a lot but at least the base
> process is working. From here, it gets a bit more complicated and I
> get lost.
>
> I need to create an AIF that would be a list of checkbox fields with
> titles such as ‘General Ledger’, ‘Accounts Payable’, ‘Order
> Management’, ‘Inventory Control’ and ‘Work in Progress’. If a person
> checked the boxes next to ‘Accounts Payable’ and ‘Inventory Control’ I
> need to indicate this somehow in the HPD:Help Desk form.
>
> This being my first major foray into the AIF I’m wondering what is the
> best way to get the data to the HPD:HelpDesk form.
>
> My total list of checkboxes is somewhere around 140 (Placed in
> sections of course. It is going to be a lengthy listing of Oracle
> Applications Responsibilities). Does anyone know how to make such a
> lengthy checkbox listing work? The SRM 2.2 Admin guide (Pg 341) says
> “If an end user response requires a selection field those fields can
> be placed on the Your Fields tab, and additional workflow with an
> execution order of zero can be created to set the field values on the
> Mapped tab to the value of those fields. This would be done with the
> hidden fields that are not used to pose questions to the end user.
> This allows those data types to be mapped automatically using the pre-
> defined mapping”.
>
> What hidden fields? The ‘Mapped’ tab only has 9 fields and I don’t
> think I can I add fields to the Mapped tab.
>
> One last question here – once the form is correct, how do I get the
> fields to appear as choices in the AOT ‘Add Target Data’ option?
>
> Any help would be greatly appreciated. Though I may need to read your
> response several times before understanding it since I’m much more of
> a Remedy Admin than a developer.
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
>

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Re: Creating Remedy form entries from unformatted incoming customer email

[Ramey, Anne]

We find it useful.  We copy everything to a service desk account from the 
ticket making account so they can do things like see the tables in the original 
HTML.  Sometimes emails come in that still have all the data in the ticket but 
are nearly impossible to read once changed to plain text to get put in the 
notes/work info.

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 Lyle Taylor
Sent: Monday, May 10, 2010 5:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: Creating Remedy form entries from unformatted incoming customer 
email

**
I our case, there is no e-mail inbox that the service desk looks to.  All 
e-mails sent to the service desk e-mail create a ticket for the service desk to 
handle.  In this scenario, there is no need to have a separate mailbox that you 
can forward to.

Lyle

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne
Sent: Monday, May 10, 2010 2:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Creating Remedy form entries from unformatted incoming customer 
email

**
We do something like this.  A word of warning.  Remedy deletes a message from 
the inbox when it processes it.  This does not appear to be configurable.  This 
would delete the mail out of the help desk mailbox if you have Remedy look 
there.  Much better to have a secondary (forwarded) account for Remedy to check.

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 Martin, Dwayne
Sent: Monday, May 10, 2010 2:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Creating Remedy form entries from unformatted incoming customer 
email

**
Thanks, Lyle, Rick, and Raul,

Good ideas!  Either have the Remedy email engine listen to the HelpDesk 
mailbox, or have the HelpDesk mailbox forward its email to the Remedy mailbox.  
Then parse out the "AR System Email Messages" entries.  It gives us something 
to work on.

Thank you!

Dwayne

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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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Mulitple Check boxes on Advance Interface Forms

[Christine]

Has anyone used an AIF to create a form with a long list of checkboxes
that indicate a users request for application access? I need to
replace a java web based form with an SRD. The web form is going away
because of two companies merging; the web form is now considered by
management something close to nuclear waste and it must be replaced.
Works great, has for years, but needs to be gone.

I have a basic AIF form (copy of the original) working at a very basic
level. I have values from the Mapped 10-27 and Mapped 28 – 47 tabs
successfully being sent to just the Detailed Description (Notes) field
on the HPD:Help Desk form. That isn’t a lot but at least the base
process is working. From here, it gets a bit more complicated and I
get lost.

I need to create an AIF that would be a list of checkbox fields with
titles such as ‘General Ledger’, ‘Accounts Payable’, ‘Order
Management’, ‘Inventory Control’ and ‘Work in Progress’. If a person
checked the boxes next to ‘Accounts Payable’ and ‘Inventory Control’ I
need to indicate this somehow in the HPD:Help Desk form.

This being my first major foray into the AIF I’m wondering what is the
best way to get the data to the HPD:HelpDesk form.

My total list of checkboxes is somewhere around 140 (Placed in
sections of course. It is going to be a lengthy listing of Oracle
Applications Responsibilities). Does anyone know how to make such a
lengthy checkbox listing work? The SRM 2.2 Admin guide (Pg 341) says
“If an end user response requires a selection field those fields can
be placed on the Your Fields tab, and additional workflow with an
execution order of zero can be created to set the field values on the
Mapped tab to the value of those fields. This would be done with the
hidden fields that are not used to pose questions to the end user.
This allows those data types to be mapped automatically using the pre-
defined mapping”.

What hidden fields? The ‘Mapped’ tab only has 9 fields and I don’t
think I can I add fields to the Mapped tab.

One last question here – once the form is correct, how do I get the
fields to appear as choices in the AOT ‘Add Target Data’ option?

Any help would be greatly appreciated. Though I may need to read your
response several times before understanding it since I’m much more of
a Remedy Admin than a developer.

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Re: Creating Remedy form entries from unformatted incoming customer email

[Lyle Taylor]

I our case, there is no e-mail inbox that the service desk looks to.  All 
e-mails sent to the service desk e-mail create a ticket for the service desk to 
handle.  In this scenario, there is no need to have a separate mailbox that you 
can forward to.

Lyle

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne
Sent: Monday, May 10, 2010 2:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Creating Remedy form entries from unformatted incoming customer 
email

**
We do something like this.  A word of warning.  Remedy deletes a message from 
the inbox when it processes it.  This does not appear to be configurable.  This 
would delete the mail out of the help desk mailbox if you have Remedy look 
there.  Much better to have a secondary (forwarded) account for Remedy to check.

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 Martin, Dwayne
Sent: Monday, May 10, 2010 2:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Creating Remedy form entries from unformatted incoming customer 
email

**
Thanks, Lyle, Rick, and Raul,

Good ideas!  Either have the Remedy email engine listen to the HelpDesk 
mailbox, or have the HelpDesk mailbox forward its email to the Remedy mailbox.  
Then parse out the "AR System Email Messages" entries.  It gives us something 
to work on.

Thank you!

Dwayne

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 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: Crystal Reports (UNCLASSIFIED)

[Luttmann, Michael W CTR USA]

Classification: UNCLASSIFIED
Caveats: FOUO

Yes, it's annoying to me, as well. (Sorry, I don't have an answer for
it.)


Michael W. Luttmann
Lead Remedy Developer
Fort Carson NEC

"If you don't like change, you're going to dislike irrelevance even
more." --Gen Shinseki



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
Sent: Thursday, May 06, 2010 11:50 AM
To: arslist@ARSLIST.ORG
Subject: Crystal Reports

One thing that has always annoyed me when running and saving a crystal
report via Remedy, regardless of file format, is it always saves the
filename in all lowercase letters even if some of my letters are
capitalized. Not a big issue but I wonder if others experience the same.

Marcelo


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Classification: UNCLASSIFIED
Caveats: FOUO

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Re: Creating Remedy form entries from unformatted incoming customer email

[Ramey, Anne]

We do something like this.  A word of warning.  Remedy deletes a message from 
the inbox when it processes it.  This does not appear to be configurable.  This 
would delete the mail out of the help desk mailbox if you have Remedy look 
there.  Much better to have a secondary (forwarded) account for Remedy to check.

Anne Ramey

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From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Martin, Dwayne
Sent: Monday, May 10, 2010 2:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Creating Remedy form entries from unformatted incoming customer 
email

**
Thanks, Lyle, Rick, and Raul,

Good ideas!  Either have the Remedy email engine listen to the HelpDesk 
mailbox, or have the HelpDesk mailbox forward its email to the Remedy mailbox.  
Then parse out the "AR System Email Messages" entries.  It gives us something 
to work on.

Thank you!

Dwayne

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Re: Creating Remedy form entries from unformatted incoming customer email

[strauss]

Back when we had Rem-Mail running (5.x - which was actually designed to do 
everything you want to do - and reliably - something the AREmail engine stopped 
doing after it was re-written in java), the Help Desk here had the same issue 
that you have.  We set up a template in Rem-Mail with associated filters that 
acted on a message _forwarded_ from the Help Desk mail account, and created a 
ticket that was hard-coded to assign to them and parsed the  way they wanted it 
to be.  It differed from the normal processing of inbound mail by the standard 
Rem-Mail templates...some of which were fed from ARSPerl forms at that time 
(Help Desk 4.0 and 5.5).

You may want to do the same thing if you set up custom forms/filters to process 
incoming mail - one path for new submissions, one for replies, and one 
specifically for Helpdesk forwarded mail.  The only thing that I currently 
process here is replies, which create a Worklog entry for the ticket listed in 
the originating notification.

Some of this can be influenced by your business practices.  Our helpdesk "help" 
pages, which are now mostly KB articles in Remedy Knowledge Management, no 
longer include the helpdesk email address; they include the link to the Kinetic 
Request Service Catalog instead.  Most of the helpdesk email traffic now takes 
the form of follow-up actions to existing, customer-entered incidents.  Most of 
the copying and pasting that the helpdesk has to do is from those email 
conversations into the worklog, which the customers can also update themselves 
via Kinetic Request.

Implementing web-based customer self-service will eliminate a lot of the email 
traffic that reports new issues.  Our Service Catalog login page includes a 
service item for customers who are unable to log in (via AREA LDAP) or don't 
have an account yet, so even those who are unable to log in to Kinetic Request 
still start by creating a new incident for the helpdesk, not by sending an 
email.

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 Martin, Dwayne
Sent: Monday, May 10, 2010 1:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Creating Remedy form entries from unformatted incoming customer 
email

**
Thanks, Lyle, Rick, and Raul,

Good ideas!  Either have the Remedy email engine listen to the HelpDesk 
mailbox, or have the HelpDesk mailbox forward its email to the Remedy mailbox.  
Then parse out the "AR System Email Messages" entries.  It gives us something 
to work on.

Thank you!

Dwayne

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Re: Incident Mgmt 7.0.03 auto close

[Martinez, Marcelo A]

Thanks everyone!

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne
Sent: Monday, May 10, 2010 2:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: Incident Mgmt 7.0.03 auto close

**
Yes, it is an escalation:
HPD:INC:AutoCloseResolved


Anne Ramey
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From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kevin Begosh
Sent: Monday, May 10, 2010 3:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: Incident Mgmt 7.0.03 auto close

** I think it is in an escalation
On Mon, May 10, 2010 at 3:16 PM, Martinez, Marcelo A 
mailto:marc...@cpchem.com>> wrote:
I'm trying to change the time period for which an incident auto-closes (after 
being in resolved status x amount of days). I know how to do this in ITSM 7.5, 
but not in 7.0.03.

In 7.5 it is App Admin Console>Custom Config tab> Incident Mgmt>Advanced 
Options>Rules

I know I've seen it before.. just can't remember where..

TIA,
Marcelo

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Re: Incident Mgmt 7.0.03 auto close

[Ramey, Anne]

Yes, it is an escalation:
HPD:INC:AutoCloseResolved


Anne Ramey

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From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kevin Begosh
Sent: Monday, May 10, 2010 3:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: Incident Mgmt 7.0.03 auto close

** I think it is in an escalation
On Mon, May 10, 2010 at 3:16 PM, Martinez, Marcelo A 
mailto:marc...@cpchem.com>> wrote:
I'm trying to change the time period for which an incident auto-closes (after 
being in resolved status x amount of days). I know how to do this in ITSM 7.5, 
but not in 7.0.03.

In 7.5 it is App Admin Console>Custom Config tab> Incident Mgmt>Advanced 
Options>Rules

I know I've seen it before.. just can't remember where..

TIA,
Marcelo

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Re: Incident Mgmt 7.0.03 auto close

[Chowdhury, Tauf]

Marcelo,
It's an escalation on the HPD:Help Desk form: HPD:INC:AutoCloseResolved

Tauf Chowdhury | Forest Laboratories, Inc.
Analyst, Service Management
Mobile:646.483.2779


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
Sent: Monday, May 10, 2010 3:17 PM
To: arslist@ARSLIST.ORG
Subject: Incident Mgmt 7.0.03 auto close

I'm trying to change the time period for which an incident auto-closes (after 
being in resolved status x amount of days). I know how to do this in ITSM 7.5, 
but not in 7.0.03.

In 7.5 it is App Admin Console>Custom Config tab> Incident Mgmt>Advanced 
Options>Rules

I know I've seen it before.. just can't remember where..

TIA,
Marcelo

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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 
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Highly Skilled Remedy Developer Available.

[David Charters]

All,

 

I am now looking for a contract. I am located in Indianapolis, Indiana but
willing to travel. 12 years Remedy with Multiple 7.x implementations
including ITSM 7.6, CMDB and AIE integrations. Please contact me off list
for resume and rates.

 

Regards,

 

David Charters

Email: dchart...@charterssoftware.com

Home: 317-873-2564

Cellular: 317-331-8985


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ARSPerl Segmentation Fault(coredump) on exit

[Grooms, Frederick W]

I'm not sure if it is some strange incompatibility between ARSPerl, Perl, and 
other modules, but when I do a Perl app to update a record using ARSPerl it 
generates a Segmentation Fault(coredump) as it exits the app.

The strange thing is the record updates correctly, but the Perl program 
generates a coredump.

Action Request System(R) Server Version 7.1.00 Patch 007 200904160530 on 
Solaris 10
Oracle version 10.2.0.3.0 on remote server
ARSPerl version 1.91
ActivePerl Build 822 [280952]


Has anyone seen this type of problem before?

Fred

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Re: Incident Mgmt 7.0.03 auto close

[Kevin Begosh]

I think it is in an escalation

On Mon, May 10, 2010 at 3:16 PM, Martinez, Marcelo A wrote:

> I'm trying to change the time period for which an incident auto-closes
> (after being in resolved status x amount of days). I know how to do this in
> ITSM 7.5, but not in 7.0.03.
>
> In 7.5 it is App Admin Console>Custom Config tab> Incident Mgmt>Advanced
> Options>Rules
>
> I know I've seen it before.. just can't remember where..
>
> TIA,
> Marcelo
>
>
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Incident Mgmt 7.0.03 auto close

[Martinez, Marcelo A]

I'm trying to change the time period for which an incident auto-closes (after 
being in resolved status x amount of days). I know how to do this in ITSM 7.5, 
but not in 7.0.03.

In 7.5 it is App Admin Console>Custom Config tab> Incident Mgmt>Advanced 
Options>Rules

I know I've seen it before.. just can't remember where..

TIA,
Marcelo

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Re: {Remedy ARS} Re: COLCOUNT not working

[Brittain, Mark]

Raj,

Any chance the Table Chunking is set to 15? I know it is a wild thought but it 
is the only thing I can think of that might explain the behavior.

Mark

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Raj
Sent: Monday, May 10, 2010 2:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: {Remedy ARS} Re: COLCOUNT not working

Hi Joe,
Filter is on submit.
Only one If Action

Set Fields Action (Current Transaction- Current Transaction)

FIELD NAME<--COLCOUNT($COLUMN NAME$)

(There is only one column in the table, that DB ID of the column field
is "COLUMN NAME" and DB ID of the field to be set is "FIELD NAME". I
am doing the above action , please see below for more details:

Set Fields Action

Name  FIELD NAME
Value  COLCOUNT($COLUMN NAME$)

This COLCOUNT is not working properly, it is always setting the value
"15" to the field FIELD NAME. Although I checked there are 20 entries
in that column(Table).
So the value should be 20 but it is 15.

Thanks,
Raj



On May 10, 11:01 am, Joe DeSouza  wrote:
> Raj,
>
> sum(fieldname) is the function used across most standard databases to do 
> something similar to a colcount()
>
> update table tablename set fieldname = sum(field2name) where your 
> conditions...
>
> Just curious - what are your actions on your filter that doesn't seem to work?
>
> Hope this helps..
>
> Cheers
>
> Joe
>
> 
> From: Raj 
> To: arsl...@arslist.org
> Sent: Mon, May 10, 2010 11:41:19 AM
> Subject: COLCOUNT not working
>
> Hi All,
> Setting a field with COLCOUNT($COLUMN FIELD ID$) in a Set Fields
> action of a Filter on Submit. Seems is it not working. Always setting
> the field to a constant value of 15.
> Would like to set the field with the number of rows in that particular
> table. Is the any other way around to do this?
> How can it be done with the help of Direct SQL ?
>
> Please advise.
> Thanks,
> Ravi
>
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Re: SRM Integration Question

[William Abdo]

Thanks Donald,

That is good to know.  

I will need to do some more homework on the license levels. 

 

 

Respectfully,

 

William Abdo

Verio - Boca Raton

Remedy Administration Group

561-912-2434

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Savant, don...@cio
Sent: Monday, May 10, 2010 10:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: SRM Integration Question

 

** 

As it was explained by our sales rep, SRM is licensed by user under the old 
green ‘a la carte’ support model.  There’s no distinction between external and 
internal, you need only cover the number of licensed users.  The complication 
arises if you allow guest user access; for that, he recommended moving to the 
blue ‘enterprise’ support model which is of course more expensive.

 



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of William Abdo
Sent: Friday, May 07, 2010 1:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: SRM Integration Question

 

Thank You Shawn

We will need to check into that ourselves as well. Nice heads up.

 

 

Respectfully,

 

William Abdo

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Friday, May 07, 2010 2:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: SRM Integration Question

 

We were looking at using SRM in a similar fashion for external users.  However, 
you will want to have your contracts and legal groups look over the contract to 
make sure you are allowed to use it in that way.

 

There were questions here over whether or not BMC allows you to use SRM for 
external customers, and it was determined by the experts in legal contracts at 
my company that we should err to the side of caution and not use SRM for 
external use.  BMC may allow it, but since the document that was evaluated here 
didn’t seem to indicate that it was ok, we decided not to use it for that.

 

If you were going to use it as you describe, one thing to consider is how 
company-dependent it is.  If you use multi-tenancy at all, it will create 
strict silos here.  That may actually be a good thing, unless you want 
customers somehow figuring out how to access each other’s data.  For example, 
there may be some way to get customer data by setting up an “on behalf of” 
person for requests if you don’t have it segregated by company.

 

Other than that, since I haven’t implemented in your scenario, I haven’t 
thought about many of the gotchas.  I do think the company question is the 
biggest one since you would want to segregate the data.

 

Shawn Pierson

 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of William Abdo
Sent: Friday, May 07, 2010 12:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: SRM Integration Question

 

Thank You Shawn,

 

We are looking at using Remedy ITSM for a service desk for our customers. There 
are about 500,000 customers.  Some customers are companies, some are 
individuals. 

 

The obvious way to bring the customer data into the Remedy ITSM is to store the 
companies in the company form, and the individuals in the people form. 

However, the individuals aren’t associated with any company, so we have to 
resolve that, one way or 

another. 

 

We want to offer a Self Help portal, using SRM. The rate of SRs would average 
2000 per day. At busy times, it could go up to 10,000.

 

Has anyone seen a successful implementation of Remedy ITSM, on such as scale?

 

If so, please share some of the gotchas you had to resolve, and maybe even some 
hints about how 

you went about it?

 

 

Respectfully,

 

William Abdo

 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Friday, May 07, 2010 9:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: SRM Integration Question

 

** 

William,

 

You may get more answers if you clarify your question.  You didn’t mention what 
you are integrating with, so I assume you meant to use the word 
“implementation” instead.  Also, you don’t list out what your concerns are, 
what types of forms you would build, how many peak users you expect, what type 
of approvals, etc.  If you can provide more detail I’m sure someone on the list 
may be able to help.  Personally, I’ve been working with SRM since last year, 
I’m in the process of upgrading to 7.6, but it is only used internally in I.T. 
right now for very limited functionality so I may not be able to provide much 
assistance.

 

Shawn Pierson

 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of William Abdo
Sent: Friday, May 07, 2010 8:19 AM
To: arslist@ARSLIST.ORG
Subject: SRM Integration Question

 

** 

Hello Remedy Wizards,

I really could use your wisdom on this one.

 

Does anyone out there have experience in performing or know of someone that has 
performed an SRM 7.6.00

Re: COLCOUNT not working

[LJ LongWing]

Joe,

Sorry to disagree with you, but 'sum' gives you an adding of all the values
in a column.whereas colcount gives you the number of records returned..

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza
Sent: Monday, May 10, 2010 12:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: COLCOUNT not working

 

** 

Raj,

sum(fieldname) is the function used across most standard databases to do
something similar to a colcount()

update table tablename set fieldname = sum(field2name) where your
conditions...

Just curious - what are your actions on your filter that doesn't seem to
work?

Hope this helps..

Cheers

Joe

 

  _  

From: Raj 
To: arslist@ARSLIST.ORG
Sent: Mon, May 10, 2010 11:41:19 AM
Subject: COLCOUNT not working

Hi All,
Setting a field with COLCOUNT($COLUMN FIELD ID$) in a Set Fields
action of a Filter on Submit. Seems is it not working. Always setting
the field to a constant value of 15.
Would like to set the field with the number of rows in that particular
table. Is the any other way around to do this?
How can it be done with the help of Direct SQL ?

Please advise.
Thanks,
Ravi


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Re: Creating Remedy form entries from unformatted incoming customer email

[Martin, Dwayne]

Thanks, Lyle, Rick, and Raul,

Good ideas!  Either have the Remedy email engine listen to the HelpDesk 
mailbox, or have the HelpDesk mailbox forward its email to the Remedy mailbox.  
Then parse out the "AR System Email Messages" entries.  It gives us something 
to work on.

Thank you!

Dwayne


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Re: {Remedy ARS} Re: COLCOUNT not working

[Raj]

Hi Joe,
Filter is on submit.
Only one If Action

Set Fields Action (Current Transaction- Current Transaction)

FIELD NAME<--COLCOUNT($COLUMN NAME$)

(There is only one column in the table, that DB ID of the column field
is "COLUMN NAME" and DB ID of the field to be set is "FIELD NAME". I
am doing the above action , please see below for more details:

Set Fields Action

Name  FIELD NAME
Value  COLCOUNT($COLUMN NAME$)

This COLCOUNT is not working properly, it is always setting the value
"15" to the field FIELD NAME. Although I checked there are 20 entries
in that column(Table).
So the value should be 20 but it is 15.

Thanks,
Raj



On May 10, 11:01 am, Joe DeSouza  wrote:
> Raj,
>
> sum(fieldname) is the function used across most standard databases to do 
> something similar to a colcount()
>
> update table tablename set fieldname = sum(field2name) where your 
> conditions...
>
> Just curious - what are your actions on your filter that doesn't seem to work?
>
> Hope this helps..
>
> Cheers
>
> Joe
>
> 
> From: Raj 
> To: arsl...@arslist.org
> Sent: Mon, May 10, 2010 11:41:19 AM
> Subject: COLCOUNT not working
>
> Hi All,
> Setting a field with COLCOUNT($COLUMN FIELD ID$) in a Set Fields
> action of a Filter on Submit. Seems is it not working. Always setting
> the field to a constant value of 15.
> Would like to set the field with the number of rows in that particular
> table. Is the any other way around to do this?
> How can it be done with the help of Direct SQL ?
>
> Please advise.
> Thanks,
> Ravi
>
> ___ 
> 
> UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
> attend wwrug10www.wwrug.comARSlist: "Where the Answers Are"
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Re: COLCOUNT not working

[Joe DeSouza]

Raj,

sum(fieldname) is the function used across most standard databases to do 
something similar to a colcount()

update table tablename set fieldname = sum(field2name) where your conditions...

Just curious - what are your actions on your filter that doesn't seem to work?

Hope this helps..

Cheers

Joe




From: Raj 
To: arslist@ARSLIST.ORG
Sent: Mon, May 10, 2010 11:41:19 AM
Subject: COLCOUNT not working

Hi All,
Setting a field with COLCOUNT($COLUMN FIELD ID$) in a Set Fields
action of a Filter on Submit. Seems is it not working. Always setting
the field to a constant value of 15.
Would like to set the field with the number of rows in that particular
table. Is the any other way around to do this?
How can it be done with the help of Direct SQL ?

Please advise.
Thanks,
Ravi

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Re: COLCOUNT not working

[ARSmarts Support]

You have 2 forms: form1 which contains the field where you want to store the 
number of records you find in form2.

Create a temp field in form1: zTmp
Create an optional field in form1 to hold the number of records found in form2: 
RowCount
Create a filter attached to form1:
1st action:
Set field from: Form1
No match: Set fields to $NULL$
Multiple match: Use 1st matching
Set Field if: the query you had in your table field
Set Fields: zTmp <-- $1$

2nd action
Set field from: Current Transaction
Set Fields: RowCount <-- $LASTCOUNT$

Best regards,
ARSmarts support team


ARSmarts, your most useful AR System companion.
www.ARSmarts.com

On 10 May 2010, at 18:48, Ravi wrote:

> ** So, if I use the first way you mentioned:
> Since, I don't have the dummy field, so do I need to add a temp field to that 
> form.
> If so then still what should I be using to set the count? As the need is to 
> set count of number of rows in the table to a field.(
> Table contains only one column but will have multiple rows) and then use 
> $LASTCOUNT$ ( As COLCOUNT is not working) ? 
> Please let me know.
> Thank you.
> 
> On Mon, May 10, 2010 at 9:09 AM, ARSmarts Support  
> wrote:
> **
> Hi,
> 
> You can make a filter with 2 set field actions:
> - the 1st one is just setting a dummy field with the result of the query you 
> want to count the results
> - the 2nd one uses the $LASTCOUNT$ keyword
> 
> or
> you use a set field with SQL source, and write a query like SELECT 
> COUNT(Field1) FROM table_Name WHERE query
> 
> Best regards,
> ARSmarts support team
> 
> 
> 
> ARSmarts, your most useful AR System companion.
> www.ARSmarts.com
> 
> On 10 May 2010, at 17:41, Raj wrote:
> 
>> Hi All,
>> Setting a field with COLCOUNT($COLUMN FIELD ID$) in a Set Fields
>> action of a Filter on Submit. Seems is it not working. Always setting
>> the field to a constant value of 15.
>> Would like to set the field with the number of rows in that particular
>> table. Is the any other way around to do this?
>> How can it be done with the help of Direct SQL ?
>> 
>> Please advise.
>> Thanks,
>> Ravi
>> 
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>> 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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Re: COLCOUNT not working

[ARSmarts Support]

You can make use of the view created by ars. Here is an example:
suppose you have a table name HPD:Help Desk, and count the New incidents in it. 
The sql statement would be

SELECT Count(Case_ID) FROM HPD_Help_Desk WHERE Status = 0

Status = 0 because it is the integer corresponding to the New value of the 
status field

Best regards,
ARSmarts support team


ARSmarts, your most useful AR System companion.
www.ARSmarts.com


On 10 May 2010, at 18:41, Ravi wrote:

> ** Thanks for the reply.
> so, 
> DB ID of Table Name = Table1
> DB ID of Column in the table = Column Field ( Only one column in this table )
> then my Set Field with SQL Source should look like :
> SELECT COUNT(Column FIeld) FROM Table1 WHERE query   ?
> 
> Please let me know.
> 
> Thanks.
> 
> 
> On Mon, May 10, 2010 at 9:09 AM, ARSmarts Support  
> wrote:
> **
> Hi,
> 
> You can make a filter with 2 set field actions:
> - the 1st one is just setting a dummy field with the result of the query you 
> want to count the results
> - the 2nd one uses the $LASTCOUNT$ keyword
> 
> or
> you use a set field with SQL source, and write a query like SELECT 
> COUNT(Field1) FROM table_Name WHERE query
> 
> Best regards,
> ARSmarts support team
> 
> 
> 
> ARSmarts, your most useful AR System companion.
> www.ARSmarts.com
> 
> On 10 May 2010, at 17:41, Raj wrote:
> 
>> Hi All,
>> Setting a field with COLCOUNT($COLUMN FIELD ID$) in a Set Fields
>> action of a Filter on Submit. Seems is it not working. Always setting
>> the field to a constant value of 15.
>> Would like to set the field with the number of rows in that particular
>> table. Is the any other way around to do this?
>> How can it be done with the help of Direct SQL ?
>> 
>> Please advise.
>> Thanks,
>> Ravi
>> 
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> 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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Re: Creating Remedy form entries from unformatted incoming customer email

[Lyle Taylor]

I put together some forms and workflow that accomplishes this.  In essence, it 
works like this:


· A few new forms were created to process incoming e-mails:

o   A form to store a copy of e-mails received by Remedy

o   A set of forms to store e-mail ticket creation configurations and 
associated e-mail addresses

§  An e-mail ticket creation configuration contains info such as

· The e-mail address associated with that configuration

· The type of ticket to create (in theory, it could create Problems, 
Changes, etc. - it's currently only completely implemented for Incidents)

· Whether to look up the sender's profile in Remedy (they will become 
the customer on the ticket)

· An Incident template to use when creating the ticket (for assignment, 
product and severity information, primarily)

· Remedy is configured to listen to multiple mailboxes.

· New incoming e-mails are copied from the Email Messages Inbox form to 
another staging form that processes the e-mails for ticket creation.

· There is an escalation that runs periodically that processes the new 
e-mails.

o   For each new e-mail, it checks to see if the e-mail address that the e-mail 
was sent to matches an existing e-mail ticket creation configuration

o   If it matches, it processes the e-mail

§  It looks up the Remedy profile for the person the e-mail came from (for this 
to work, the e-mail address they send from needs to match the e-mail they have 
in Remedy)

§  If it can't find a matching Remedy profile, a default generic profile is used

§  Once the basic information has been looked up, it pushes the contents of the 
e-mail to the HPD:IncidentInterface_Create form, mapping the e-mail subject to 
the Summary field and the e-mail body to the detailed description field.  It 
also includes the basic information required when submitting a ticket to the 
form such as first and last name, etc.  It also include the template ID (a 
GUID, not the request ID) of the template to use

I had to add a bit of workflow to the OOB workflow that processes incoming 
tickets in the incident interface form to handle a few specific scenarios and 
lookup some extra information (e.g., looking up the contact based on Person ID 
rather that first and last name), but it's actually not too complicated.  It 
works quite well for the most part (so far, I have issues when non-English 
e-mails come in due to limitations in Remedy's design around Unicode), but that 
can be worked around.

While not perfect, it works quite well for us and has been getting more and 
more use.  The way it's set up, it can listen to multiple e-mail addresses and 
will create and route the ticket appropriately according to the configuration 
settings for that e-mail address.  That allows us to have an e-mail address 
that creates generic tickets for the service desk as well as having other 
e-mails addresses for specific purposes that route tickets to specific support 
groups with the correct product, severity, etc., for that type of ticket.

Lyle


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Martin, Dwayne
Sent: Monday, May 10, 2010 11:21 AM
To: arslist@ARSLIST.ORG
Subject: Re: Creating Remedy form entries from unformatted incoming customer 
email

**
But they aren't coming into the Remedy mailbox.  They are coming into the 
HelpDesk mailbox.  What we need is something that will read the HelpDesk 
mailbox, parse it all out, and email a template to the Remedy mailbox.

Dwayne

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: Monday, May 10, 2010 1:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: Creating Remedy form entries from unformatted incoming customer 
email

**
Yeah, just dummy up the required field info that the email won't contain, use a 
Push Fields Filter to map the Description field to the Subject, and the body of 
the email to the Notes field, use the email address to get the user info, and 
you're good to go.

Rick
On Mon, May 10, 2010 at 10:08 AM, Martin, Dwayne 
mailto:marti...@jmu.edu>> wrote:
**
Thanks Rick!

Yes we've worked with having customers fill out a web-page template, but right 
now they are just sending emails like "My computer don't work right ever since 
I dropped it down the stairs."  Any way of pulling that into a Remedy form?

Dwayne

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Monday, May 10, 2010 12:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: Creating Remedy form entries from unformatted incoming customer 
email

**
Shoot, Dwayne, that's a piece of cake to build in Remedy.  Just create an 
incoming template, have workflow ensure that the necessary data (mostly user 
data) is there, and then push it to the Interface_Create form.  You may want to 
create a default

RESOLVED: AIE 7.6: InitCMDBConnection - cannot access AR System server

[Jason Miller]

This basically comes down to RRTFM (ReRead The FM) on my part.  The problem
is self-inflicted.  The passwords in the EIE:DataExchange records are
changing when we manually change the Verify Process Status field from 1 to
NULL.

We were having a problem with a DE validation getting stuck when there were
mapping issues and we could not rerun the validation because the button was
still set to Get Results.  After a little reverse engineering I unhid the
Verify Process Status field so we could clear it and Validate the DE again
(yes I know the field is hidden for a reason but it is test and is how I
learn the modules inside and out).

Armed with this info I returned to the AIE manual to see what it says about
the verify button and found this:

"If the AIE service crashes for any reason after you click the Get Result
button, you must explicitly log out of your BMC Remedy User session using
the Logout button on the Data Exchanges Console. If you simply close and
restart your BMC Remedy User session, the Verify button continues to show
the Get Result label, preventing you from verifying other data exchanges."

It was enough to help me find the AL 'EIE:ST-ClickLogoutButton' (Push Fields
action to 3 fields on EIE:DataExchange) which resets the Verify button when
clicking the Close button.

I find statement in the AIE manual misleading because you need to click the
button labeled Close (the db name is Logout but an end user would not know
that).  Actually closing the "Remedy User session" as suggested (Closing
WUT, going to logout.jsp or PERFORM-ACTION-EXIT-APP) will not reset the
Verify flag.

I don't find it intuitive that a person needs to close the form to reset the
Verify status.  Especially when it is just and AL behind a button.  It looks
like it may have been an after thought something like "hey there is already
an AL for closing the window let's tack it on to that to reset."  I think
this is a common decision Remedy developers come up against.  Try and keep
objects to a minimum for performance and manageability or add the necessary
fields/workflow to make the UI intuitive and function like "normal" web or
complied apps where you have traditional code (although there is something
to be said about code bloat in other types of apps too).

It also seems odd that the push fields action to reset the Verify status has
a 1=1 qualification so it will reset all Data Exchanges.  I don't think it
would cause any harm but say if two people were working on different Data
Exchanges at the same time one user's actions would have an effect on the
other user.  It seems like a odd session bleed over to me.

I hope these details help others who try to be smarter than the system :)
Jason

On Fri, May 7, 2010 at 11:18 AM, Jason Miller wrote:

> We have Atrium Core 7.6 patch 1 on our test server (we just patched
> yesterday to try and resolve this).  We are experiencing an issue where Data
> Exchanges stop working after working on other Data Exchanges.  We see the
> following errors in the AIE logs and can see the failure in aruser.log.
>
> [Thu May 06 2010 11:26:47.4910] -   Error (623):
> Authentication failed
> [Thu May 06 2010 11:26:47.4910] -   InitCMDBConnection -
> cannot access AR System server:ITSM76APPSERVER. Error = 2
> [Thu May 06 2010 11:26:47.4910] -   StartDataHandlers:
> CMDB Data Handler failed to start.
>
> Logging workflow I see where an AL pulls the current credentials from
> EIE:ApplicationSettings and passes those to aiexfer.exe correctly.  It seems
> that somewhere within the aiexfer.exe process it uses the credentials from
> the EIE:DataExchange record.  These records appear to get out of sync as
> other Data Exchanges are being worked on.  I unhid the fields on
> EIE:DataExchange to try and manually correct the password.  This triggers
> workflow and changes the hash.  I found that it works fine setting the
> passwords in the db.
>
> As a temporary workaround I created a stored procedure that does the
> following and put it behind a button so I don’t need to go into the db each
> time the person managing the Data Exchanges starts seeing errors.
>
> UPDATE T710--EIE:DataExchange
> SET
> C102 = 'pw1',--Admin Password
> C15185 = 'pw2,--Encrypted Password
> C536871114 = 'pw3'--Admin PasswordN
> WHERE C536870952 = 0--Use default destination AR server
>
> Has anybody else experienced this?
>
> Thanks,
> Jason
>
> ARS 7.5 p4
> Atrium Core 7.6 p1
> Win 2008 R2 64-bit
> SQL 2008 64-bit
>

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Re: Creating Remedy form entries from unformatted incoming customer email

[Rick Cook]

Could you have Exchange simply forward the account appropriately?  That way,
it keeps all of the data munging in Remedy.

Rick
On Mon, May 10, 2010 at 10:20 AM, Martin, Dwayne  wrote:

> **
>
> But they aren’t coming into the Remedy mailbox.  They are coming into the
> HelpDesk mailbox.  What we need is something that will read the HelpDesk
> mailbox, parse it all out, and email a template to the Remedy mailbox.
>
>
>
> Dwayne
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Rick Cook
> *Sent:* Monday, May 10, 2010 1:12 PM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Creating Remedy form entries from unformatted incoming
> customer email
>
>
>
> **
>
> Yeah, just dummy up the required field info that the email won't contain,
> use a Push Fields Filter to map the Description field to the Subject, and
> the body of the email to the Notes field, use the email address to get the
> user info, and you're good to go.
>
>
>
> Rick
>
> On Mon, May 10, 2010 at 10:08 AM, Martin, Dwayne  wrote:
>
> **
>
> Thanks Rick!
>
>
>
> Yes we’ve worked with having customers fill out a web-page template, but
> right now they are just sending emails like “My computer don’t work right
> ever since I dropped it down the stairs.”  Any way of pulling that into a
> Remedy form?
>
>
>
> Dwayne
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Rick Cook
> *Sent:* Monday, May 10, 2010 12:56 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Creating Remedy form entries from unformatted incoming
> customer email
>
>
>
> **
>
> Shoot, Dwayne, that's a piece of cake to build in Remedy.  Just create an
> incoming template, have workflow ensure that the necessary data (mostly user
> data) is there, and then push it to the Interface_Create form.  You may want
> to create a default set of Categorizations to dump those in so that the
> staff knows they need to be triaged, but that's about it.
>
>
>
> Rick
>
> On Mon, May 10, 2010 at 9:52 AM, Martin, Dwayne  wrote:
>
> **
>
> Dear List,
>
>
>
> We are a university HelpDesk to which people submit problems via emails.
> Our staff has to copy and paste this info into a Remedy HelpDesk form.  It
> would be nice if some  product could automatically read the email and create
> a Remedy form entry in which the email subject became the call summary, the
> customer email is collected and store, and the email body becomes the
> “Problem.”
>
>
>
> There are probably lots of products out there.  Any that are especially
> good?
>
>
>
> Dwayne Martin
>
> James Madison University
>
> _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"_
>
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>  _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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Re: Creating Remedy form entries from unformatted incoming customer email

[Martin, Dwayne]

But they aren't coming into the Remedy mailbox.  They are coming into the 
HelpDesk mailbox.  What we need is something that will read the HelpDesk 
mailbox, parse it all out, and email a template to the Remedy mailbox.

Dwayne

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: Monday, May 10, 2010 1:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: Creating Remedy form entries from unformatted incoming customer 
email

**
Yeah, just dummy up the required field info that the email won't contain, use a 
Push Fields Filter to map the Description field to the Subject, and the body of 
the email to the Notes field, use the email address to get the user info, and 
you're good to go.

Rick
On Mon, May 10, 2010 at 10:08 AM, Martin, Dwayne 
mailto:marti...@jmu.edu>> wrote:
**
Thanks Rick!

Yes we've worked with having customers fill out a web-page template, but right 
now they are just sending emails like "My computer don't work right ever since 
I dropped it down the stairs."  Any way of pulling that into a Remedy form?

Dwayne

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Monday, May 10, 2010 12:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: Creating Remedy form entries from unformatted incoming customer 
email

**
Shoot, Dwayne, that's a piece of cake to build in Remedy.  Just create an 
incoming template, have workflow ensure that the necessary data (mostly user 
data) is there, and then push it to the Interface_Create form.  You may want to 
create a default set of Categorizations to dump those in so that the staff 
knows they need to be triaged, but that's about it.

Rick
On Mon, May 10, 2010 at 9:52 AM, Martin, Dwayne 
mailto:marti...@jmu.edu>> wrote:
**
Dear List,

We are a university HelpDesk to which people submit problems via emails.  Our 
staff has to copy and paste this info into a Remedy HelpDesk form.  It would be 
nice if some  product could automatically read the email and create a Remedy 
form entry in which the email subject became the call summary, the customer 
email is collected and store, and the email body becomes the "Problem."

There are probably lots of products out there.  Any that are especially good?

Dwayne Martin
James Madison University
_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"_

_attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Creating Remedy form entries from unformatted incoming customer email

[Rick Cook]

Yeah, just dummy up the required field info that the email won't contain,
use a Push Fields Filter to map the Description field to the Subject, and
the body of the email to the Notes field, use the email address to get the
user info, and you're good to go.

Rick
On Mon, May 10, 2010 at 10:08 AM, Martin, Dwayne  wrote:

> **
>
> Thanks Rick!
>
>
>
> Yes we’ve worked with having customers fill out a web-page template, but
> right now they are just sending emails like “My computer don’t work right
> ever since I dropped it down the stairs.”  Any way of pulling that into a
> Remedy form?
>
>
>
> Dwayne
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Rick Cook
> *Sent:* Monday, May 10, 2010 12:56 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Creating Remedy form entries from unformatted incoming
> customer email
>
>
>
> **
>
> Shoot, Dwayne, that's a piece of cake to build in Remedy.  Just create an
> incoming template, have workflow ensure that the necessary data (mostly user
> data) is there, and then push it to the Interface_Create form.  You may want
> to create a default set of Categorizations to dump those in so that the
> staff knows they need to be triaged, but that's about it.
>
>
>
> Rick
>
> On Mon, May 10, 2010 at 9:52 AM, Martin, Dwayne  wrote:
>
> **
>
> Dear List,
>
>
>
> We are a university HelpDesk to which people submit problems via emails.
> Our staff has to copy and paste this info into a Remedy HelpDesk form.  It
> would be nice if some  product could automatically read the email and create
> a Remedy form entry in which the email subject became the call summary, the
> customer email is collected and store, and the email body becomes the
> “Problem.”
>
>
>
> There are probably lots of products out there.  Any that are especially
> good?
>
>
>
> Dwayne Martin
>
> James Madison University
>
> _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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Re: Creating Remedy form entries from unformatted incoming customer email

[Martin, Dwayne]

Thanks Rick!

Yes we've worked with having customers fill out a web-page template, but right 
now they are just sending emails like "My computer don't work right ever since 
I dropped it down the stairs."  Any way of pulling that into a Remedy form?

Dwayne

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: Monday, May 10, 2010 12:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: Creating Remedy form entries from unformatted incoming customer 
email

**
Shoot, Dwayne, that's a piece of cake to build in Remedy.  Just create an 
incoming template, have workflow ensure that the necessary data (mostly user 
data) is there, and then push it to the Interface_Create form.  You may want to 
create a default set of Categorizations to dump those in so that the staff 
knows they need to be triaged, but that's about it.

Rick
On Mon, May 10, 2010 at 9:52 AM, Martin, Dwayne 
mailto:marti...@jmu.edu>> wrote:
**
Dear List,

We are a university HelpDesk to which people submit problems via emails.  Our 
staff has to copy and paste this info into a Remedy HelpDesk form.  It would be 
nice if some  product could automatically read the email and create a Remedy 
form entry in which the email subject became the call summary, the customer 
email is collected and store, and the email body becomes the "Problem."

There are probably lots of products out there.  Any that are especially good?

Dwayne Martin
James Madison University
_attend WWRUG10 www.wwrug.com ARSlist: "Where the 
Answers Are"_

_attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_

___
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Re: Creating Remedy form entries from unformatted incoming customer email

[Rick Cook]

Shoot, Dwayne, that's a piece of cake to build in Remedy.  Just create an
incoming template, have workflow ensure that the necessary data (mostly user
data) is there, and then push it to the Interface_Create form.  You may want
to create a default set of Categorizations to dump those in so that the
staff knows they need to be triaged, but that's about it.

Rick
On Mon, May 10, 2010 at 9:52 AM, Martin, Dwayne  wrote:

> **
>
> Dear List,
>
>
>
> We are a university HelpDesk to which people submit problems via emails.
> Our staff has to copy and paste this info into a Remedy HelpDesk form.  It
> would be nice if some  product could automatically read the email and create
> a Remedy form entry in which the email subject became the call summary, the
> customer email is collected and store, and the email body becomes the
> “Problem.”
>
>
>
> There are probably lots of products out there.  Any that are especially
> good?
>
>
>
> Dwayne Martin
>
> James Madison University
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_

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Creating Remedy form entries from unformatted incoming customer email

[Martin, Dwayne]

Dear List,

We are a university HelpDesk to which people submit problems via emails.  Our 
staff has to copy and paste this info into a Remedy HelpDesk form.  It would be 
nice if some  product could automatically read the email and create a Remedy 
form entry in which the email subject became the call summary, the customer 
email is collected and store, and the email body becomes the "Problem."

There are probably lots of products out there.  Any that are especially good?

Dwayne Martin
James Madison University

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Re : AIE 7.6: InitCMDBConnection - cannot access AR System server

[Jason Miller]

Hi Frex,

Thanks for the info!  We tried setting "Use default destination AR Server"
to No and were getting mixed results.  We found the cause (training issue on
my part) and this explains the mixed results.  I'll reply in a separate
email with resolved flag in the Subject.

Jason



On Sun, May 9, 2010 at 4:23 AM, Frex Popo  wrote:

> **
> Hello Jason,
>
> I had the same problem a while ago when I was setting up a test server (a
> copy of production [ARS7.1patch004/CMDB2.3patch003/AIE7.1patch004] ).
>
> I had to give a new password to Demo in the new test server. This caused
> the AIE exchanges to fail with an error which stated that it can not access
> the EIE:BackupLoadFlag form.
>
> So first I changed the password on the host machine where the AIE is
> installed.
>
> 1. Backuped the aie.cfg file (just in case).
> 2. Changed directory to
> "C:\\\service\conf"
> 3. Run eiecfedit.exe -x  -s  -l  -p
> 
> 4. This changed my eie.cfg file
>
> I Then changed the password in the AIE Application Console (Configuration
> => Integration Engine App) to be the same as in 3.
>
> After starting an exchange I was getting the exact same error you are
> getting " InitCMDBConnection - cannot access AR System server"
>
> So in the exchanges console I just told it to the use the default
> destination AR Server.
>
> In the Connection Settings I resaved the exchanges by clicking on "No" and
> then "Yes" (under AR Login Information) and then save for the exchanges
> which were failing and that solved my problem.
>
>
> Not sure if this is what you did exactly but just thought I will share it
> with you.
>
> Regards
> frex
>
>  --
> *De :* Jason Miller 
> *À :* arslist@ARSLIST.ORG
> *Envoyé le :* Ven 7 mai 2010, 20h 18min 18s
> *Objet :* AIE 7.6: InitCMDBConnection - cannot access AR System server
>
> ** We have Atrium Core 7.6 patch 1 on our test server (we just patched
> yesterday to try and resolve this).  We are experiencing an issue where Data
> Exchanges stop working after working on other Data Exchanges.  We see the
> following errors in the AIE logs and can see the failure in aruser.log.
>
>
> [Thu May 06 2010 11:26:47.4910] -   Error (623):
> Authentication failed
> [Thu May 06 2010 11:26:47.4910] -   InitCMDBConnection -
> cannot access AR System server:ITSM76APPSERVER. Error = 2
> [Thu May 06 2010 11:26:47.4910] -   StartDataHandlers:
> CMDB Data Handler failed to start.
>
> Logging workflow I see where an AL pulls the current credentials from
> EIE:ApplicationSettings and passes those to aiexfer.exe correctly.  It seems
> that somewhere within the aiexfer.exe process it uses the credentials from
> the EIE:DataExchange record.  These records appear to get out of sync as
> other Data Exchanges are being worked on.  I unhid the fields on
> EIE:DataExchange to try and manually correct the password.  This triggers
> workflow and changes the hash.  I found that it works fine setting the
> passwords in the db.
>
> As a temporary workaround I created a stored procedure that does the
> following and put it behind a button so I don’t need to go into the db each
> time the person managing the Data Exchanges starts seeing errors.
>
> UPDATE T710--EIE:DataExchange
> SET
> C102 = 'pw1',--Admin Password
> C15185 = 'pw2,--Encrypted Password
> C536871114 = 'pw3'--Admin PasswordN
> WHERE C536870952 = 0--Use default destination AR server
>
> Has anybody else experienced this?
>
> Thanks,
> Jason
>
> ARS 7.5 p4
> Atrium Core 7.6 p1
> Win 2008 R2 64-bit
> SQL 2008 64-bit
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>  _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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Re: COLCOUNT not working

[Ravi]

So, if I use the first way you mentioned:
Since, I don't have the dummy field, so do I need to add a temp field to
that form.
If so then still what should I be using to set the count? As the need is to
set count of number of rows in the table to a field.(
Table contains only one column but will have multiple rows) and then use
$LASTCOUNT$ ( As COLCOUNT is not working) ?
Please let me know.
Thank you.

On Mon, May 10, 2010 at 9:09 AM, ARSmarts Support wrote:

> **
> Hi,
>
> You can make a filter with 2 set field actions:
> - the 1st one is just setting a dummy field with the result of the query
> you want to count the results
> - the 2nd one uses the $LASTCOUNT$ keyword
>
> or
> you use a set field with SQL source, and write a query like SELECT
> COUNT(Field1) FROM table_Name WHERE query
>
> Best regards,
> ARSmarts support team
>
>
>
> ARSmarts, your most useful AR System companion.
> www.ARSmarts.com
>
> On 10 May 2010, at 17:41, Raj wrote:
>
> Hi All,
> Setting a field with COLCOUNT($COLUMN FIELD ID$) in a Set Fields
> action of a Filter on Submit. Seems is it not working. Always setting
> the field to a constant value of 15.
> Would like to set the field with the number of rows in that particular
> table. Is the any other way around to do this?
> How can it be done with the help of Direct SQL ?
>
> Please advise.
> Thanks,
> Ravi
>
>
> ___
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>
>
>
>
>
>
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: COLCOUNT not working

[Ravi]

Thanks for the reply.
so,
DB ID of Table Name = Table1
DB ID of Column in the table = Column Field ( Only one column in this table
)
then my Set Field with SQL Source should look like :
SELECT COUNT(Column FIeld) FROM Table1 WHERE query   ?

Please let me know.

Thanks.


On Mon, May 10, 2010 at 9:09 AM, ARSmarts Support wrote:

> **
> Hi,
>
> You can make a filter with 2 set field actions:
> - the 1st one is just setting a dummy field with the result of the query
> you want to count the results
> - the 2nd one uses the $LASTCOUNT$ keyword
>
> or
> you use a set field with SQL source, and write a query like SELECT
> COUNT(Field1) FROM table_Name WHERE query
>
> Best regards,
> ARSmarts support team
>
>
>
> ARSmarts, your most useful AR System companion.
> www.ARSmarts.com
>
> On 10 May 2010, at 17:41, Raj wrote:
>
> Hi All,
> Setting a field with COLCOUNT($COLUMN FIELD ID$) in a Set Fields
> action of a Filter on Submit. Seems is it not working. Always setting
> the field to a constant value of 15.
> Would like to set the field with the number of rows in that particular
> table. Is the any other way around to do this?
> How can it be done with the help of Direct SQL ?
>
> Please advise.
> Thanks,
> Ravi
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
>
>
>
>
>
>
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: AIE 7.6: InitCMDBConnection - cannot access AR System server

[Jason Miller]

Yes we created a different account for AIE to use and did set the password
in the console and used aiecfedit.exe to update the password hash in
aie.cfg.  This all seems to work fine.  Thanks!

Jason

On Sat, May 8, 2010 at 6:37 AM, Martin Liu  wrote:

> ** Have you ever changed Demo's password after you installed AIE?
> If so, you have to change that password in AIE console.
>
> Hope this helps!
>
> Regards,
> Martin
>
> 2010/5/8 Jason Miller 
>
>> ** We have Atrium Core 7.6 patch 1 on our test server (we just patched
>> yesterday to try and resolve this).  We are experiencing an issue where Data
>> Exchanges stop working after working on other Data Exchanges.  We see the
>> following errors in the AIE logs and can see the failure in aruser.log.
>>
>>
>> [Thu May 06 2010 11:26:47.4910] -   Error (623):
>> Authentication failed
>> [Thu May 06 2010 11:26:47.4910] -   InitCMDBConnection -
>> cannot access AR System server:ITSM76APPSERVER. Error = 2
>> [Thu May 06 2010 11:26:47.4910] -   StartDataHandlers:
>> CMDB Data Handler failed to start.
>>
>> Logging workflow I see where an AL pulls the current credentials from
>> EIE:ApplicationSettings and passes those to aiexfer.exe correctly.  It seems
>> that somewhere within the aiexfer.exe process it uses the credentials from
>> the EIE:DataExchange record.  These records appear to get out of sync as
>> other Data Exchanges are being worked on.  I unhid the fields on
>> EIE:DataExchange to try and manually correct the password.  This triggers
>> workflow and changes the hash.  I found that it works fine setting the
>> passwords in the db.
>>
>> As a temporary workaround I created a stored procedure that does the
>> following and put it behind a button so I don’t need to go into the db each
>> time the person managing the Data Exchanges starts seeing errors.
>>
>> UPDATE T710--EIE:DataExchange
>> SET
>> C102 = 'pw1',--Admin Password
>> C15185 = 'pw2,--Encrypted Password
>> C536871114 = 'pw3'--Admin PasswordN
>> WHERE C536870952 = 0--Use default destination AR server
>>
>> Has anybody else experienced this?
>>
>> Thanks,
>> Jason
>>
>> ARS 7.5 p4
>> Atrium Core 7.6 p1
>> Win 2008 R2 64-bit
>> SQL 2008 64-bit
>> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>
>
>
> --
> Regards,
>
> 刘征 Martin Liu
> --
> Blog: http://martinliu.cn
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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Re: COLCOUNT not working

[ARSmarts Support]

Hi,

You can make a filter with 2 set field actions:
- the 1st one is just setting a dummy field with the result of the query you 
want to count the results
- the 2nd one uses the $LASTCOUNT$ keyword

or
you use a set field with SQL source, and write a query like SELECT 
COUNT(Field1) FROM table_Name WHERE query

Best regards,
ARSmarts support team



ARSmarts, your most useful AR System companion.
www.ARSmarts.com

On 10 May 2010, at 17:41, Raj wrote:

> Hi All,
> Setting a field with COLCOUNT($COLUMN FIELD ID$) in a Set Fields
> action of a Filter on Submit. Seems is it not working. Always setting
> the field to a constant value of 15.
> Would like to set the field with the number of rows in that particular
> table. Is the any other way around to do this?
> How can it be done with the help of Direct SQL ?
> 
> Please advise.
> Thanks,
> Ravi
> 
> ___
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COLCOUNT not working

[Raj]

Hi All,
Setting a field with COLCOUNT($COLUMN FIELD ID$) in a Set Fields
action of a Filter on Submit. Seems is it not working. Always setting
the field to a constant value of 15.
Would like to set the field with the number of rows in that particular
table. Is the any other way around to do this?
How can it be done with the help of Direct SQL ?

Please advise.
Thanks,
Ravi

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AW: Load Balancer Recommendations 7.5 AR Server Environment

[Conny Martin]

Yes, this is no problem. We're using it without any problems on a ESX
Virtualized SLES 10 Box.
 
Take a look at www.loadbalancer.org, they use the same technique. You
can download a fully functional virtual appliance and test it for 30
days.
 
Kind Regards Conny



Von: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] Im Auftrag von David Abry
Gesendet: Montag, 10. Mai 2010 17:26
An: arslist@ARSLIST.ORG
Betreff: Re: Load Balancer Recommendations 7.5 AR Server Environment


** 
Thanks Conny,
 
Can you set up a Linux VM instance and load balance windows
environments?  I will check it out. Are you using this and has it been
stable and reliable?
 
Thanks!


On Mon, May 10, 2010 at 11:05 AM, Conny Martin
 wrote:


** 
if you're looking for a cheap solution have a look at
http://www.linuxvirtualserver.org/whatis.html
 
Kind Regards Conny



Von: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] Im Auftrag von David Abry
Gesendet: Montag, 10. Mai 2010 16:41
An: arslist@ARSLIST.ORG
Betreff: Re: Load Balancer Recommendations 7.5 AR Server
Environment


** Thanks.  I am getting a quote on F5 LTM now. Not sure how
much they run...  I am sure they are not cheap.. 


On Mon, May 10, 2010 at 10:19 AM, Robert Molenda
 wrote:


As long as the IP address remains the same you will be
fine - the MAC
address must remain the same for licensing obviously...

On Mon, May 10, 2010 at 5:53 AM, David Abry
 wrote:
> **

>
> Thanks for the response.  Do you know if the F5 LTM's
work well in VMWare
> virtual environments? We are going to have these
servers on a VM server with
> multiple AR VM server instances.
>
> Regards,
> Dave
>
> On Wed, May 5, 2010 at 9:13 AM, Axton
 wrote:
>>
>> ** With the F5 LTM's you can host hundreds of farms
using a single device.
>> Axton
>> These statements represent my opinions and nothing
more.
>>
>> On Wed, May 5, 2010 at 7:07 AM, David Abry
 wrote:
>>>
>>> **
>>>
>>> So one hardware load balancer can be used for both
the ARServer and
>>> Mid-Tiers?
>>>
>>> Thank you all for your response!!
>>>
>>> Regards,
>>>
>>> Dave Abry
>>>
>>> On Tue, May 4, 2010 at 10:37 PM, Axton
 wrote:

 ** When using appliances like F5's LTM, there is no
need to purchase
 multiple load balancers unless you are looking for
physical segregation for
 security reasons or fault tolerance for the load
balancers.
 Axton Grams
 These statements represent my opinions and nothing
more.

 On Tue, May 4, 2010 at 12:22 PM, David Abry

 wrote:
>
> **
> Hi List,
>
> We are looking into purchasing a load Balancer for
the Mid-Tier and a
> second load Balancer for the ARServers. We will be
using ITSM 7.6 / 7.5
> ARServer in a all Windows 2003 environment.  We
are using IIS / Apache
> Servlet Engine.  We have a high number of users
connecting via the
> Mid-Tier...
>
> I am looking for any recommendations on what
customers are currently
> using for load balancers as well as success
stories.  I know BMC has
> recommendations in the "Using a hardware load
Balancer 7.1" white paper, but
> it would be good to know what has proven to be
successful since BMC support
> only provides the white paper...
>
> I have seen on the list that some customers are
using F5 BIG-IP.
>
> Thanks in advance.
>
> V/R,
>
> David Abry
> _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 

Re: {Remedy ARS} Re: how to use web service client to upload an attachement in filter's set fields action

[Subash Biswas]

Jiang:
Looking at the wsdl definition it seems like the attachment is defined
as an array with DataHandler type. I do not think you can map an array
type to an attachment field (base64binary; see page 113 Integrating
guide)
hth,
Subash

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Re: Load Balancer Recommendations 7.5 AR Server Environment

[David Abry]

Thanks Conny,

Can you set up a Linux VM instance and load balance windows environments?  I
will check it out. Are you using this and has it been stable and reliable?

Thanks!

On Mon, May 10, 2010 at 11:05 AM, Conny Martin
wrote:

> **
> if you're looking for a cheap solution have a look at
> http://www.linuxvirtualserver.org/whatis.html
>
> Kind Regards Conny
>
>  --
> *Von:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *Im Auftrag von *David Abry
> *Gesendet:* Montag, 10. Mai 2010 16:41
> *An:* arslist@ARSLIST.ORG
> *Betreff:* Re: Load Balancer Recommendations 7.5 AR Server Environment
>
> ** Thanks.  I am getting a quote on F5 LTM now. Not sure how much they
> run...  I am sure they are not cheap..
>
>
> On Mon, May 10, 2010 at 10:19 AM, Robert Molenda  > wrote:
>
>> As long as the IP address remains the same you will be fine - the MAC
>> address must remain the same for licensing obviously...
>>
>> On Mon, May 10, 2010 at 5:53 AM, David Abry  wrote:
>> > **
>>  >
>> > Thanks for the response.  Do you know if the F5 LTM's work well in
>> VMWare
>> > virtual environments? We are going to have these servers on a VM server
>> with
>> > multiple AR VM server instances.
>> >
>> > Regards,
>> > Dave
>> >
>> > On Wed, May 5, 2010 at 9:13 AM, Axton  wrote:
>> >>
>> >> ** With the F5 LTM's you can host hundreds of farms using a single
>> device.
>> >> Axton
>> >> These statements represent my opinions and nothing more.
>> >>
>> >> On Wed, May 5, 2010 at 7:07 AM, David Abry 
>> wrote:
>> >>>
>> >>> **
>> >>>
>> >>> So one hardware load balancer can be used for both the ARServer and
>> >>> Mid-Tiers?
>> >>>
>> >>> Thank you all for your response!!
>> >>>
>> >>> Regards,
>> >>>
>> >>> Dave Abry
>> >>>
>> >>> On Tue, May 4, 2010 at 10:37 PM, Axton  wrote:
>> 
>>  ** When using appliances like F5's LTM, there is no need to purchase
>>  multiple load balancers unless you are looking for physical
>> segregation for
>>  security reasons or fault tolerance for the load balancers.
>>  Axton Grams
>>  These statements represent my opinions and nothing more.
>> 
>>  On Tue, May 4, 2010 at 12:22 PM, David Abry 
>>  wrote:
>> >
>> > **
>> > Hi List,
>> >
>> > We are looking into purchasing a load Balancer for the Mid-Tier and
>> a
>> > second load Balancer for the ARServers. We will be using ITSM 7.6 /
>> 7.5
>> > ARServer in a all Windows 2003 environment.  We are using IIS /
>> Apache
>> > Servlet Engine.  We have a high number of users connecting via the
>> > Mid-Tier...
>> >
>> > I am looking for any recommendations on what customers are currently
>> > using for load balancers as well as success stories.  I know BMC has
>> > recommendations in the "Using a hardware load Balancer 7.1" white
>> paper, but
>> > it would be good to know what has proven to be successful since BMC
>> support
>> > only provides the white paper...
>> >
>> > I have seen on the list that some customers are using F5 BIG-IP.
>> >
>> > Thanks in advance.
>> >
>> > V/R,
>> >
>> > David Abry
>> > _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"_
>> >>
>> >> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>> >
>> > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>>
>>
>> --
>> If it were not for the gutter, my mind would be homeless!
>>
>>
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> 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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AW: Load Balancer Recommendations 7.5 AR Server Environment

[Conny Martin]

if you're looking for a cheap solution have a look at
http://www.linuxvirtualserver.org/whatis.html
 
Kind Regards Conny



Von: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] Im Auftrag von David Abry
Gesendet: Montag, 10. Mai 2010 16:41
An: arslist@ARSLIST.ORG
Betreff: Re: Load Balancer Recommendations 7.5 AR Server Environment


** Thanks.  I am getting a quote on F5 LTM now. Not sure how much they
run...  I am sure they are not cheap..


On Mon, May 10, 2010 at 10:19 AM, Robert Molenda
 wrote:


As long as the IP address remains the same you will be fine -
the MAC
address must remain the same for licensing obviously...

On Mon, May 10, 2010 at 5:53 AM, David Abry
 wrote:
> **

>
> Thanks for the response.  Do you know if the F5 LTM's work
well in VMWare
> virtual environments? We are going to have these servers on a
VM server with
> multiple AR VM server instances.
>
> Regards,
> Dave
>
> On Wed, May 5, 2010 at 9:13 AM, Axton 
wrote:
>>
>> ** With the F5 LTM's you can host hundreds of farms using a
single device.
>> Axton
>> These statements represent my opinions and nothing more.
>>
>> On Wed, May 5, 2010 at 7:07 AM, David Abry
 wrote:
>>>
>>> **
>>>
>>> So one hardware load balancer can be used for both the
ARServer and
>>> Mid-Tiers?
>>>
>>> Thank you all for your response!!
>>>
>>> Regards,
>>>
>>> Dave Abry
>>>
>>> On Tue, May 4, 2010 at 10:37 PM, Axton
 wrote:

 ** When using appliances like F5's LTM, there is no need to
purchase
 multiple load balancers unless you are looking for physical
segregation for
 security reasons or fault tolerance for the load balancers.
 Axton Grams
 These statements represent my opinions and nothing more.

 On Tue, May 4, 2010 at 12:22 PM, David Abry

 wrote:
>
> **
> Hi List,
>
> We are looking into purchasing a load Balancer for the
Mid-Tier and a
> second load Balancer for the ARServers. We will be using
ITSM 7.6 / 7.5
> ARServer in a all Windows 2003 environment.  We are using
IIS / Apache
> Servlet Engine.  We have a high number of users connecting
via the
> Mid-Tier...
>
> I am looking for any recommendations on what customers are
currently
> using for load balancers as well as success stories.  I
know BMC has
> recommendations in the "Using a hardware load Balancer
7.1" white paper, but
> it would be good to know what has proven to be successful
since BMC support
> only provides the white paper...
>
> I have seen on the list that some customers are using F5
BIG-IP.
>
> Thanks in advance.
>
> V/R,
>
> David Abry
> _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"_
>>
>> _attend WWRUG10 www.wwrug.com 
ARSlist: "Where the Answers Are"_
>
> _attend WWRUG10 www.wwrug.com 
ARSlist: "Where the Answers Are"_




--
If it were not for the gutter, my mind would be homeless!



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Re: Load Balancer Recommendations 7.5 AR Server Environment

[Axton]

No issues I know of with using the F5's with virutalized environments.  I've
seen the F5's work with Solaris Zones, Sun LDOM's, VMWare Linux and Windows
hosts.  As long as the network stack remain in-tact (L2, L3 capable) I don't
see why you couldn't use a device behind an F5.

Axton Grams

The opinions, statements, and/or suggested courses of action expressed in
this E-mail do not necessarily reflect those of BMC Software, Inc.  My
voluntary participation in this forum is not intended to convey a role as a
spokesperson, liaison or public relations representative for BMC Software,
Inc.

On Mon, May 10, 2010 at 7:53 AM, David Abry  wrote:

> **
>
> Thanks for the response.  Do you know if the F5 LTM's work well in VMWare
> virtual environments? We are going to have these servers on a VM server with
> multiple AR VM server instances.
>
> Regards,
> Dave
>
> On Wed, May 5, 2010 at 9:13 AM, Axton  wrote:
>
>> ** With the F5 LTM's you can host hundreds of farms using a single
>> device.
>>
>> Axton
>>
>>  These statements represent my opinions and nothing more.
>>
>> On Wed, May 5, 2010 at 7:07 AM, David Abry  wrote:
>>
>>> **
>>>
>>> So one hardware load balancer can be used for both the ARServer and
>>> Mid-Tiers?
>>>
>>> Thank you all for your response!!
>>>
>>> Regards,
>>>
>>> Dave Abry
>>>
>>> On Tue, May 4, 2010 at 10:37 PM, Axton  wrote:
>>>
 ** When using appliances like F5's LTM, there is no need to purchase
 multiple load balancers unless you are looking for physical segregation for
 security reasons or fault tolerance for the load balancers.

 Axton Grams

 These statements represent my opinions and nothing more.

 On Tue, May 4, 2010 at 12:22 PM, David Abry wrote:

> **
>  Hi List,
>
> We are looking into purchasing a load Balancer for the Mid-Tier and a
> second load Balancer for the ARServers. We will be using ITSM 7.6 / 7.5
> ARServer in a all Windows 2003 environment.  We are using IIS / Apache
> Servlet Engine.  We have a high number of users connecting via the
> Mid-Tier...
>
> I am looking for any recommendations on what customers are currently
> using for load balancers as well as success stories.  I know BMC has
> recommendations in the "Using a hardware load Balancer 7.1" white paper, 
> but
> it would be good to know what has proven to be successful since BMC 
> support
> only provides the white paper...
>
> I have seen on the list that some customers are using F5 BIG-IP.
>
> Thanks in advance.
>
> V/R,
>
> David Abry
>   _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"_
>>>
>>
>>  _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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Re: Load Balancer Recommendations 7.5 AR Server Environment

[David Abry]

Thanks.  I am getting a quote on F5 LTM now. Not sure how much they run...
I am sure they are not cheap..

On Mon, May 10, 2010 at 10:19 AM, Robert Molenda
wrote:

> As long as the IP address remains the same you will be fine - the MAC
> address must remain the same for licensing obviously...
>
> On Mon, May 10, 2010 at 5:53 AM, David Abry  wrote:
> > **
>  >
> > Thanks for the response.  Do you know if the F5 LTM's work well in VMWare
> > virtual environments? We are going to have these servers on a VM server
> with
> > multiple AR VM server instances.
> >
> > Regards,
> > Dave
> >
> > On Wed, May 5, 2010 at 9:13 AM, Axton  wrote:
> >>
> >> ** With the F5 LTM's you can host hundreds of farms using a single
> device.
> >> Axton
> >> These statements represent my opinions and nothing more.
> >>
> >> On Wed, May 5, 2010 at 7:07 AM, David Abry 
> wrote:
> >>>
> >>> **
> >>>
> >>> So one hardware load balancer can be used for both the ARServer and
> >>> Mid-Tiers?
> >>>
> >>> Thank you all for your response!!
> >>>
> >>> Regards,
> >>>
> >>> Dave Abry
> >>>
> >>> On Tue, May 4, 2010 at 10:37 PM, Axton  wrote:
> 
>  ** When using appliances like F5's LTM, there is no need to purchase
>  multiple load balancers unless you are looking for physical
> segregation for
>  security reasons or fault tolerance for the load balancers.
>  Axton Grams
>  These statements represent my opinions and nothing more.
> 
>  On Tue, May 4, 2010 at 12:22 PM, David Abry 
>  wrote:
> >
> > **
> > Hi List,
> >
> > We are looking into purchasing a load Balancer for the Mid-Tier and a
> > second load Balancer for the ARServers. We will be using ITSM 7.6 /
> 7.5
> > ARServer in a all Windows 2003 environment.  We are using IIS /
> Apache
> > Servlet Engine.  We have a high number of users connecting via the
> > Mid-Tier...
> >
> > I am looking for any recommendations on what customers are currently
> > using for load balancers as well as success stories.  I know BMC has
> > recommendations in the "Using a hardware load Balancer 7.1" white
> paper, but
> > it would be good to know what has proven to be successful since BMC
> support
> > only provides the white paper...
> >
> > I have seen on the list that some customers are using F5 BIG-IP.
> >
> > Thanks in advance.
> >
> > V/R,
> >
> > David Abry
> > _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"_
> >>
> >> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
> >
> > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
>
> --
> If it were not for the gutter, my mind would be homeless!
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
>

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Re: Data Management tool error Invalid Product Catalog

[David Charters]

This may sound like a dumb question but I have seen it happen a couple times
now, are you sure Product Catalog installed properly when you ran the CMDB
installer?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Chris Danaceau
Sent: Sunday, May 09, 2010 10:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Data Management tool error Invalid Product Catalog

It's probably refering to the fact that the Product tiers you specified in
the PCT-ProductCompanyAssoc sheet for that record are not present in the
Product Catalog sheet (or present in your life product Catalog form).   
 
-- 
Chris Danaceau
AttivaSoft Solutions Architect



From: Action Request System discussion list(ARSList) on behalf of John
Atherly
Sent: Fri 5/7/2010 11:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: Data Management tool error Invalid Product Catalog


** 
Thanks for the reply 

I running PCT-ProductCompanyAssoc when I get the error message.  

_ 

John Atherly  |   APC by Schneider Electric   |  Information, Process &
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-7899-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com    |   Site:
www.apc.com/    |   Address: 132 Fairgrounds Road, West
Kingston, RI 02892 USA 
*** Please consider the environment before printing this e-mail 




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

05/04/2010 11:16 AM 
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG 
cc
Subject
Re: Data Management tool   error Invalid Product Catalog






John, I didn't see that you specified which staging records had that error?
It sounds like you've got records which are dependent upon the product
catalog (i.e. Assignment) where you have it specified in the dependent
record but not in your product catalog load or in your live Product
Configuration forms.

-- 
Chris Danaceau
AttivaSoft Solutions Architect



From: Action Request System discussion list(ARSList) on behalf of John
Atherly
Sent: Tue 4/27/2010 3:15 PM
To: arslist@ARSLIST.ORG
Subject: Data Management tool error Invalid Product Catalog


** 

I've been trying to use the Data Management Tool in 7.5 to load my
Foundation data from the work sheets provided by BMC.   Remedy converts then
into csv file format and then loads the data into Remedy.  Once the data is
load I run the Validate.   After Validation is done all records are mark
with an error   Invalid Product Catalog The work sheets do not contain a
column called Product Catalog.   I've run logs on the client and the server
and can't even see when the error feild is being populated.   


7.5.00 Patch 003 
Windows Server 2003

_ 

John Atherly  |   APC by Schneider Electric   |  Information, Process &
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-7899-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com    |   Site:
www.apc.com/    |   Address: 132 Fairgrounds Road, West
Kingston, RI 02892 USA 
*** Please consider the environment before printing this e-mail _attend
WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_


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WWRUG10 - Call For Papers

[Phil Bautista]

Attention all you WWRUG'ers now is the time to go ahead and submit your
topics for the next World Wide Remedy Users Group 2010 meeting to be held in
October of this year.  We are looking for topics that will provide updates
to new or existing tools, applications and integrations, provide insight
into recent customer experiences and how they were handled (to share with
your colleagues), tips and tricks for handling tough situations or just
plain help us old timers remember what we used to know (hey, there's a lot
of Neo-Listers out there J).

 

One of the most questions common I received last year (our first time as an
independent group) was whether you received complimentary admission to the
event if your paper got selected to be presented.  The answer is that we
don't have the deep pockets of a large corporation to pay for your
registration fees as a confirmed speaker, not that it hasn't been offered
but we prefer to retain the independence and freedom to make unbiased
decisions in bringing this event to the Remedy community.  This was a major
concern for me last year as the Director responsible for bringing quality
technical content to the table.  We had slotted for 28 papers last year but
were pleasantly surprised by having to expand the number of sessions to 34
in order to accommodate all of the quality technical content that was
selected.  We did have some folks submit the same topic and had to choose
from the abstracts to identify the best selection for the group.

 

So as we open up the submission window I look forward to even more topics
from an ever expanding number of ARSListers.  If you were thinking of making
this job harder by submitting a greater number of topics or more technical
content, I say "Go Ahead.Make My/Our Day!".

 

With Bob Beauchamp from BMC on board as our Key Note speaker, you can
probably expect the same if not higher level of involvement from BMC as to
the content surrounding the BMC Remedy AR System and ITSM Product Suite.
They were responsible for 14 of the 34 papers last year and covered
everything from Service Desk, Change, Asset and Service Level Management on
the "What's New" front as well as some hints of the future that you will
only get behind the closed doors of the sessions at the WWRUG10 Conference
in Vegas this year.  Lot of other tools, applications and integrations from
partners and independent sources were new last year and I am sure there are
some updates to them.

 

If you don't have a topic that you feel comfortable submitting but would
like to suggest that someone from the list present it, please feel free to
use list as the  forum to ask your fellow listers to submit them for you.

 

I hope I have covered the topic at hand and we look forward to you making
our job of selecting the session topics that much more challenging (for us)
and rewarding (for you) plus seeing you all in Las Vegas this year.  There
will be more fun and excitement this year than ever and we are bringing back
The Brew for the Celebration this year due to popular demand (hey, we
listened to you!).

 

Here is the link to submit
  your topics

 

Have at it, see you in Vegas!

 

Phil Bautista, WWRUG10 Advisory Board

http://www.linkedin.com/in/philbautista

http://www.wwrug.org/wwrug10/contact_phil.html

 


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Re: SRM Integration Question

[Savant, don...@cio]

As it was explained by our sales rep, SRM is licensed by user under the old 
green 'a la carte' support model.  There's no distinction between external and 
internal, you need only cover the number of licensed users.  The complication 
arises if you allow guest user access; for that, he recommended moving to the 
blue 'enterprise' support model which is of course more expensive.


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of William Abdo
Sent: Friday, May 07, 2010 1:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: SRM Integration Question

Thank You Shawn
We will need to check into that ourselves as well. Nice heads up.


Respectfully,

William Abdo
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Friday, May 07, 2010 2:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: SRM Integration Question

We were looking at using SRM in a similar fashion for external users.  However, 
you will want to have your contracts and legal groups look over the contract to 
make sure you are allowed to use it in that way.

There were questions here over whether or not BMC allows you to use SRM for 
external customers, and it was determined by the experts in legal contracts at 
my company that we should err to the side of caution and not use SRM for 
external use.  BMC may allow it, but since the document that was evaluated here 
didn't seem to indicate that it was ok, we decided not to use it for that.

If you were going to use it as you describe, one thing to consider is how 
company-dependent it is.  If you use multi-tenancy at all, it will create 
strict silos here.  That may actually be a good thing, unless you want 
customers somehow figuring out how to access each other's data.  For example, 
there may be some way to get customer data by setting up an "on behalf of" 
person for requests if you don't have it segregated by company.

Other than that, since I haven't implemented in your scenario, I haven't 
thought about many of the gotchas.  I do think the company question is the 
biggest one since you would want to segregate the data.

Shawn Pierson

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of William Abdo
Sent: Friday, May 07, 2010 12:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: SRM Integration Question

Thank You Shawn,

We are looking at using Remedy ITSM for a service desk for our customers. There 
are about 500,000 customers.  Some customers are companies, some are 
individuals.

The obvious way to bring the customer data into the Remedy ITSM is to store the 
companies in the company form, and the individuals in the people form.
However, the individuals aren't associated with any company, so we have to 
resolve that, one way or
another.

We want to offer a Self Help portal, using SRM. The rate of SRs would average 
2000 per day. At busy times, it could go up to 10,000.

Has anyone seen a successful implementation of Remedy ITSM, on such as scale?

If so, please share some of the gotchas you had to resolve, and maybe even some 
hints about how
you went about it?


Respectfully,

William Abdo

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Friday, May 07, 2010 9:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: SRM Integration Question

**
William,

You may get more answers if you clarify your question.  You didn't mention what 
you are integrating with, so I assume you meant to use the word 
"implementation" instead.  Also, you don't list out what your concerns are, 
what types of forms you would build, how many peak users you expect, what type 
of approvals, etc.  If you can provide more detail I'm sure someone on the list 
may be able to help.  Personally, I've been working with SRM since last year, 
I'm in the process of upgrading to 7.6, but it is only used internally in I.T. 
right now for very limited functionality so I may not be able to provide much 
assistance.

Shawn Pierson

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of William Abdo
Sent: Friday, May 07, 2010 8:19 AM
To: arslist@ARSLIST.ORG
Subject: SRM Integration Question

**
Hello Remedy Wizards,
I really could use your wisdom on this one.

Does anyone out there have experience in performing or know of someone that has 
performed an SRM 7.6.00 integration with more than 500,000 Users?

Or, If you had to do this,  how would you proceed?


Respectfully,

William Abdo


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Private and confidential as detailed 
here. If you cannot access 
hyperlink, please e-mail sender.
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here. If you cannot access 
hyperlink

Re: Load Balancer Recommendations 7.5 AR Server Environment

[Robert Molenda]

As long as the IP address remains the same you will be fine - the MAC
address must remain the same for licensing obviously...

On Mon, May 10, 2010 at 5:53 AM, David Abry  wrote:
> **
>
> Thanks for the response.  Do you know if the F5 LTM's work well in VMWare
> virtual environments? We are going to have these servers on a VM server with
> multiple AR VM server instances.
>
> Regards,
> Dave
>
> On Wed, May 5, 2010 at 9:13 AM, Axton  wrote:
>>
>> ** With the F5 LTM's you can host hundreds of farms using a single device.
>> Axton
>> These statements represent my opinions and nothing more.
>>
>> On Wed, May 5, 2010 at 7:07 AM, David Abry  wrote:
>>>
>>> **
>>>
>>> So one hardware load balancer can be used for both the ARServer and
>>> Mid-Tiers?
>>>
>>> Thank you all for your response!!
>>>
>>> Regards,
>>>
>>> Dave Abry
>>>
>>> On Tue, May 4, 2010 at 10:37 PM, Axton  wrote:

 ** When using appliances like F5's LTM, there is no need to purchase
 multiple load balancers unless you are looking for physical segregation for
 security reasons or fault tolerance for the load balancers.
 Axton Grams
 These statements represent my opinions and nothing more.

 On Tue, May 4, 2010 at 12:22 PM, David Abry 
 wrote:
>
> **
> Hi List,
>
> We are looking into purchasing a load Balancer for the Mid-Tier and a
> second load Balancer for the ARServers. We will be using ITSM 7.6 / 7.5
> ARServer in a all Windows 2003 environment.  We are using IIS / Apache
> Servlet Engine.  We have a high number of users connecting via the
> Mid-Tier...
>
> I am looking for any recommendations on what customers are currently
> using for load balancers as well as success stories.  I know BMC has
> recommendations in the "Using a hardware load Balancer 7.1" white paper, 
> but
> it would be good to know what has proven to be successful since BMC 
> support
> only provides the white paper...
>
> I have seen on the list that some customers are using F5 BIG-IP.
>
> Thanks in advance.
>
> V/R,
>
> David Abry
> _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"_
>>
>> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_



-- 
If it were not for the gutter, my mind would be homeless!

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Re: why can't I post to the ARSLIST via arslist.org website

[Daniel Bloom]

Because the web site is a bit screwed up and I am working on commisioning a
new system to correct it.

Other than that how are things at BMO?
 
 Dan

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Chan, David2
Sent: May 10, 2010 9:58 AM
To: arslist@ARSLIST.ORG
Subject: why can't I post to the ARSLIST via arslist.org website


** 

Hi

 

I am trying to find out if this works. if I submit directly to the arslist
email address.  arslist@ARSLIST.ORG

 

Apparently, I cannot nothing post anything from the arslist.org website.
WHY?

 

 

Regards

 

David Chan

 

 

Tools Management, System Engineering

BMO Financial Group

 

416-502-7122

 

 

_attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ 

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why can't I post to the ARSLIST via arslist.org website

[Chan, David2]

Hi

I am trying to find out if this works... if I submit directly to the arslist 
email address...  arslist@ARSLIST.ORG

Apparently, I cannot nothing post anything from the arslist.org website.  WHY?


Regards

David Chan


Tools Management, System Engineering
BMO Financial Group

416-502-7122



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Re: System Generated Forms List

[William Abdo]

Hi Koray,
In general, The table ARSCHEMA in the DB contains all the forms in the
system by name and ID.
You can dump your list from there if you have DB access to arsystem.


Respectfully,

William Abdo


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Alkan, Koray
Sent: Monday, May 10, 2010 8:55 AM
To: arslist@ARSLIST.ORG
Subject: System Generated Forms List

Hello together,

Where can I find a list of AR System forms generated automatically
such as User or Groups?

Kind Regards,
Koray


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Re: System Generated Forms List

[Ben Chernys]

The DB table "arschema" holds them.  See the "Database Reference Guide".  

If you are on ARS 7.5 there will be a view table to allow you to see this
table with the ARS User Tool.  

Else you will need either a database tool (SQL), a view table, or one of
several API utilities available.

Ben Chernys

Senior Software Architect
Software Tool House Inc.

Canada / Deutschland / Germany
Mobile:  +49 171 380 2329GMT + 1 + [ DST ]
Email:   ben.cher...@softwaretoolhouse.com
Web: www.softwaretoolhouse.com

Check out Software Tool House's free Diary Editor.

Meta-Update, our premium ARS Data tool, lets you automate 
your imports, migrations, in no time at all, without programming, 
without staging forms, without merge workflow. 
http://www.softwaretoolhouse.com/  



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Alkan, Koray
Sent: May 10, 2010 2:55 PM
To: arslist@ARSLIST.ORG
Subject: System Generated Forms List

Hello together,

Where can I find a list of AR System forms generated automatically such as
User or Groups?

Kind Regards,
Koray


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System Generated Forms List

[Alkan, Koray]

Hello together,

Where can I find a list of AR System forms generated automatically
such as User or Groups?

Kind Regards,
Koray

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Re: Load Balancer Recommendations 7.5 AR Server Environment

[David Abry]

Thanks for the response.  Do you know if the F5 LTM's work well in VMWare
virtual environments? We are going to have these servers on a VM server with
multiple AR VM server instances.

Regards,
Dave

On Wed, May 5, 2010 at 9:13 AM, Axton  wrote:

> ** With the F5 LTM's you can host hundreds of farms using a single device.
>
> Axton
>
>  These statements represent my opinions and nothing more.
>
> On Wed, May 5, 2010 at 7:07 AM, David Abry  wrote:
>
>> **
>>
>> So one hardware load balancer can be used for both the ARServer and
>> Mid-Tiers?
>>
>> Thank you all for your response!!
>>
>> Regards,
>>
>> Dave Abry
>>
>> On Tue, May 4, 2010 at 10:37 PM, Axton  wrote:
>>
>>> ** When using appliances like F5's LTM, there is no need to purchase
>>> multiple load balancers unless you are looking for physical segregation for
>>> security reasons or fault tolerance for the load balancers.
>>>
>>> Axton Grams
>>>
>>> These statements represent my opinions and nothing more.
>>>
>>> On Tue, May 4, 2010 at 12:22 PM, David Abry wrote:
>>>
 **
  Hi List,

 We are looking into purchasing a load Balancer for the Mid-Tier and a
 second load Balancer for the ARServers. We will be using ITSM 7.6 / 7.5
 ARServer in a all Windows 2003 environment.  We are using IIS / Apache
 Servlet Engine.  We have a high number of users connecting via the
 Mid-Tier...

 I am looking for any recommendations on what customers are currently
 using for load balancers as well as success stories.  I know BMC has
 recommendations in the "Using a hardware load Balancer 7.1" white paper, 
 but
 it would be good to know what has proven to be successful since BMC support
 only provides the white paper...

 I have seen on the list that some customers are using F5 BIG-IP.

 Thanks in advance.

 V/R,

 David Abry
   _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"_
>>
>
>  _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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