Re: Directing Search based reports to another ARS and DB

[Joe D'Souza]

Anuj,

And is it absolutely business critical that the users perform large
searches? If not, consider setting the server not to run unqualified
searches, and limit the result list from the server to a hard limit of about
5 to 10 K records.. Bear in mind that if you set the server to run
unqualified searches, then any customization that you might have done that
runs unqualified searches might also have to be modified to add a
qualification even if it means a qualification like 1=1. Besides table
fields in a form that has search criteria's, you would also need to check
your qualifications on other objects like search menus or Active Links or
Filters/Escalations that may have unqualified searches in the Set Field or
Push Fields actions..

The solution, you are hoping doesn't exist in the Remedy world (to the best
of my knowledge). The server cannot be configured to only create or only
search. Having a large number of users would be a good business case for
your company to consider a load balanced solution even if you'll do not
currently have it set that way. It is a minimum impact change, in terms of
risks involved.

Yes there would be costs associated with it in terms of additional AR Server
licenses, hardware, implementation costs, etc. but having a large user base
justifies that doesn't it?

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Anuj DUA
  Sent: Thursday, July 08, 2010 1:34 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: Directing Search based reports to another ARS and DB


  **
  Hi Joe,



  Yes, our user base is very large.



  We have observed that when large search is fired on our production server,
then the performance deteriorates. Hence we want the search to be fired on
other ARS and DB (having backup of the production data).



  Moreover, we are not going for load balancer, we simply want that through
workflows we should be able to achieve this.



  With Regards,

  Anuj Dua



  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
  Sent: Wednesday, July 07, 2010 8:03 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Directing Search based reports to another ARS and DB



  **

  Anuj,



  Why would you want to do something like that? Are the number of concurrent
users on your system extremely large? What kind of a usage do you expect in
terms of numbers both total and concurrent??



  And even if you do have an extremely large user base, are you aware that
the creation threads on the ARS are different from the search threads? If
you have more than one server pointing to the same database, wouldn't you
rather configure them to be a part of a server group?



  An RPC call sent from a client doesn't get assigned to a Fast or a List
thread until the transaction hits the server, so it may not be possible to
direct this call from a load balancer configuration to one or the other
server based on what kind of a thread the server would assign this call to.



  Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Anuj DUA
Sent: Wednesday, July 07, 2010 4:19 AM
To: arslist@ARSLIST.ORG
Subject: Directing Searchbased reports to another ARS and DB

**

Hello,



We have a requirement to directing searchbased reports in remedy to
another server.



For ex.

1.We have server A and server B

2.   Both the server has ARS and DB installed.

3.   We want user from server A to fire search to server B (with
data coming from server B)



The objective of this exercise is to keep the Server A lighter to be
used only for creation of ticket and keeping server B for reporting only.



Please suggest how to proceed on it.





With Regards,

Anuj Dua

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Re: Directing Search based reports to another ARS and DB

[Anuj DUA]

Hi Joe,

Yes, our user base is very large.

We have observed that when large search is fired on our production server, then 
the performance deteriorates. Hence we want the search to be fired on other ARS 
and DB (having backup of the production data).

Moreover, we are not going for load balancer, we simply want that through 
workflows we should be able to achieve this.

With Regards,
Anuj Dua

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
Sent: Wednesday, July 07, 2010 8:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: Directing Search based reports to another ARS and DB

**
Anuj,

Why would you want to do something like that? Are the number of concurrent 
users on your system extremely large? What kind of a usage do you expect in 
terms of numbers both total and concurrent??

And even if you do have an extremely large user base, are you aware that the 
creation threads on the ARS are different from the search threads? If you have 
more than one server pointing to the same database, wouldn't you rather 
configure them to be a part of a server group?

An RPC call sent from a client doesn't get assigned to a Fast or a List thread 
until the transaction hits the server, so it may not be possible to direct this 
call from a load balancer configuration to one or the other server based on 
what kind of a thread the server would assign this call to.

Joe
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]on Behalf Of Anuj DUA
Sent: Wednesday, July 07, 2010 4:19 AM
To: arslist@ARSLIST.ORG
Subject: Directing Searchbased reports to another ARS and DB
**
Hello,

We have a requirement to directing searchbased reports in remedy to another 
server.

For ex.

1.We have server A and server B

2.   Both the server has ARS and DB installed.

3.   We want user from server A to fire search to server B (with data 
coming from server B)

The objective of this exercise is to keep the Server A lighter to be used only 
for creation of ticket and keeping server B for reporting only.

Please suggest how to proceed on it.


With Regards,
Anuj Dua
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AREmail engine message size limitation?

[Ravi]

 AR System 7.1
Email Engine: 7.1.00 Patch 008

Hi: is there a limit in the size of the message that AREmail engine can 
process. I am not seeing emails in the AR System Email Messages for 
messages that have a large message body (64346 characters was one of 
them). I am not seeing any errors in the emaild.sh_log nor am I seeing 
anything in AR System Email Error Logs form.


Thanks
Ravi

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DSO: CI Relationship error "The relationship endpoint instance does not exist."

[tina flores]

Hi Listers,

We're attempting to DSO asset records (CIs) from source server to target
server. We have created a custom datasetid before running the
reconcialiation job. The CI record transfers OK but the relationship does
not transfer at all. Below is the error we're getting for the relationship.

The relationship endpoint instance does not exist.
   
Rel(clsId:BMC.CORE:BMC_COMPONENT instId:
AG001635819317nfg0TAWV_3LQjvAQ can't be created. The supplied L-hand
datasetId doesn't match datasetId of endpoint inst. Supplied: BMC.ASSET
L-hand instId: AS001635819317GvM0TAPNnhLQPewQ datasetId: 

Any input on what is causing the error?

Thanks in advance for your feedback.

Tina
-- 
View this message in context: 
http://ars-action-request-system.1093659.n2.nabble.com/DSO-CI-Relationship-error-The-relationship-endpoint-instance-does-not-exist-tp5267778p5267778.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: Right Answers and 7.6

[Joe D'Souza]

Peter,

Take an AL workflow log of when it works with a internal solution and
compare that with the AL workflow log of when you try to use a RA solution.
That may lead you to where it is failing..

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Lammey, Peter A.
  Sent: Wednesday, July 07, 2010 2:09 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Right Answers and 7.6


  **
  I just get a pop up "Thank you for using the solution.." or something like
that and are taken back to the incident window but window doesn't change and
when I click on the Retrieve button I receive an error that you need to
click the Use Solution button.



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



  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
  Sent: Wednesday, July 07, 2010 2:01 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Right Answers and 7.6



  **

  What happens when you try to use the RA solution?



  Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Lammey, Peter A.
Sent: Wednesday, July 07, 2010 1:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Right Answers and 7.6

**

Yes.  BMC was here for the setup and integration of the workflow for RKM
integration with Incident and Problem.

The integration for RKM articles into Incident tickets works fine but
clearly it does not work when we integrate with Right Answers articles.



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



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
Sent: Wednesday, July 07, 2010 12:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Right Answers and 7.6



**

Peter,



I had worked with ITSM 7.1 when I worked with RA and RKM and was able to
do that.. Not sure if there is an issue with ITSM 7.0.



Did you do the integration part exactly like documented? Create fields
with the right field ID's and import the necessary workflow etc??



Joe

  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Lammey, Peter A.
  Sent: Wednesday, July 07, 2010 11:09 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: Right Answers and 7.6

  **

  Are you able to retrieve Right Answers articles though (or any
external source for that matter) into an Incident?

  We discovered with our ITSM 7.02 install that it cannot retrieve
external source articles and put information on the article into an
incident.

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






--

  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
  Sent: Wednesday, July 07, 2010 10:55 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: Right Answers and 7.6

  **

  Keith,



  I have with 7.1 using RKM as the underlying solutions engine, with
minimum issues. The issue I had (which was sticking out like a sore eye) was
the hit list or the favorites displayed the file name of the article which
made no sense since the file name was not descriptive of what the solution
was about but a very serial like name that the html file has..



  Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of K Sinclair
Sent: Wednesday, July 07, 2010 10:45 AM
To: arslist@ARSLIST.ORG
Subject: Right Answers and 7.6

**

Has anyone used Right Answers with a vanilla 7.6 ITSM install? If
so, were there any integration issues or gotchas? Or was it rather straight
forward?

Thanks,

Keith

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ARSmarts at the WWRUG10

[support]

Hello List,

I'm proud to announce that ARSmarts will be present at the WWRUG10 
conference in Las Vegas in October 2010 
(http://www.wwrug.org/wwrug10/index.html).  Please be certain to come 
along and visit us at our booth or listen to our presentation.


At our booth, you will also have the pleasure to meet with Misi and 
Magnus from RRR (www.rrr.se) and check their great Remedy utilities.


Looking forward to see you in Vegas.

Best regards.

Kaïs
kais.albas...@arsmarts.com
www.arsmarts.com

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Re: mid-tier doesn't see crystal XI

[Ramey, Anne]

Wow, thanks for the feedback.

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 strauss
Sent: Wednesday, July 07, 2010 1:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: mid-tier doesn't see crystal XI

**
This is entirely the fault of the mid-tier installer; I had so many problem of 
exactly this sort with the various patch levels of 7.1 that I ended up putting 
a 7.0.01.002 mid-tier on my CRXI/BOXI server.  I'm still using it in 
production!!  For my dev server I used 7.0.01.008.  I have been pointing my 
7.5.00.005 pre-production mid-tiers at that last one for testing... it works 
just fine since all the 7.0.01 mid-tier is doing is serving up the crystal 
report.

I have not tried to update the CRXI mid-tiers to 7.5, and gave up on later 
patches of 7.1 as the installers remained bug-ridden - trying to upgrade the 
mid-tier from 7.0.01 to 7.1 ignored and wiped out the report viewer.  CRXI is 
such a pain to install and license that once you get one running, AND a working 
mid-tier, I try to leave it alone.

I'd love to tell you that the BMC installers have improved in 7.5/7.6, but they 
have not.  This week's poster child for worthless installers is BMC Analytics 
7.6.01, which skips the entire dialog box set for specifying your db connection 
- much as the mid-tier installer fails to detect CRXI/BOXI and prompt to 
install the Crystal viewer.  All I can recommend is that you try every patch 
level of mid-tier that you can find until one works correctly; most of them are 
flawed.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne
Sent: Tuesday, July 06, 2010 12:19 PM
To: arslist@ARSLIST.ORG
Subject: mid-tier doesn't see crystal XI

**
I installed Crystal Reports XI then mid-tier on a server for testing purposes 
and the mid-tier install and program don't seem to see that Crystal/Business 
objects is installed.  The viewer isn't available for install and the reporting 
options for a local reporting server aren't available after install.  Does 
anyone know what file/registry entry that mid-tier looks for to say that there 
is a local Crystal install?

Anne Ramey
***
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Carolina Public Records Law and may be disclosed to third parties only by an 
authorized State Official.

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Re: Webservice error trapping

[Reiser, John J]

Well I tried the minOccurs=0 but it did not seem to make a difference

BMC Knowledge base has this:
KM-10027821
Q: Performing a webservice operation (opGet or opGetList) with no matching 
entries returns an AR 302 error.
A: This error is considered "as designed" and was implemented as a result of 
defect SW00220338.

Thanks,
---
John J. Reiser
Senior Software Development Analyst
Remedy Administrator/Developer
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me
Roger,
I read in the documentation that for "Outgoing XML elements . . . If the number 
of entries in the base form
is less than the minOccurs, AR System returns an error."
My SWAG on this is if I set the getListValues minOccurs = 0 then a query that 
returns no records is not less than 0 and should not throw the Error 302.
Once I get a chance to try it out I'll pass it on.
Thanks,
---
John J. Reiser
John,

Because of the limited functionality that Remedy has regarding web services I 
do not believe there is a way to 'handle it' on the Remedy side. We have a 
similar integration in which the group consuming
my web service captures the error messages and displays something different to 
the end users. They do keep a log of the actual error for troubleshooting 
purposes.

Good luck with this.
Roger Nall
---
Hello Listers,
ARS 7.1
Midter 7.1
MS SQL Server 2005
MS Windows 2003 enterprise
I have made a web service with Get and GetList for a form. I sent the WSDL to 
the group that wants to query the form.
When they search for a value that returns no records it responds with:

http://schemas.xmlsoap.org/soap/envelope/"; 
xmlns:xsd="http://www.w3.org/2001/XMLSchema"; 
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance";>

http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-wssecurity-secext-1.0.xsd";
 
xmlns:wsu="http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-wssecurity-utility-1.0.xsd";
 soapenv:mustUnderstand="1"/>




soapenv:Server.userException
ERROR (302): Entry 
does not exist in database; 

http://xml.apache.org/axis/";>(redacted)




In the web page it shows as an error message "Error retrieving tickets". I 
think they are using something called iView in a portal web site and displaying 
the ticket information in a few tables.
They have asked me to "handle this on the Remedy end" and provide a "No 
results".
I think that since Error 302 is what the ARSystem generates for API/Webservice 
calls there isn't much that I can do.
Shouldn't they be able to trap this error and display whatever text they want?
Or is there something I can add to the WSDL to respond with "0 Records" when a 
query comes up empty? Something in the mapping perhaps?
As you can tell I don't speak XML.
Thanks in advance for any guidance.
---
John J. Reiser

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Re: AR User Tool Deprecated?

[Shellman, David]

One must make a difference between ARS 7.x AR System server and the ITSM 7.x 
app.

All of our apps are home grown.  We have not had issues caused by upgrading  
the ARS AR System server.  There may have been minor issues with macros but 
those were often because of a bug in a particular patch of the desktop client.

Like many others with home grown apps, we often have to change processes to 
take advantage of new features that are available with each new version of the 
server app.  Our users will need to learn to switch from macros to saved 
searches.

MidTier 7.5 does not contain all the functionality of the desktop client.  
However I will say that MidTier 7.5 is a lot closer than it was with 7.0.  It 
is also light years ahead of AR Web and Remedy Web.

Dave

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Theo Fondse (RIS)
Sent: Wednesday, July 07, 2010 1:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR User Tool Deprecated?

**
Firstly, I have to echo Jennifer's comments.

Secondly, being a consultant, I work with various companies using Remedy and I 
know of companies still using 5.X and 6.X systems because they built their own 
custom applications and the migration path to the new versions of ARS sometimes 
seems too painful and costly, especially when it comes to paying to evaluate 
and convert thousands of (working) user macro's before re-training your user 
base again.

Even though 7.X has come a long way (especially if you look at the performance 
gains of Mid-Tier 7.5) many people are still wary of upgrading just for the 
sake of upgrading - especially if "...the system  isn't broken to begin 
with...".


So many users have become accustomed to creating their own macro's to automate 
various things and without having to wait for the red tape associated with a 
change management process, so it is sad to know that yet another selling point 
for Remedy is being canned as macro's will disappear when the AR User Tool is 
finally deprecated.
There was a time when we sold Remedy (very successfully) with the slogan 
"...Run your business YOUR way..." (remember that one Doug?). That, in 
practice, has unfortunately changed with the growing popularity of ITIL and the 
OOTB modules.
It feels like the end of an era, where we now sell OOTB applications instead of 
having fun with writing our own reliable apps faster than anyone else on any 
other platform...


In spite of all that, there is still light at the end of the tunnel:
1) There are shiny new features with each new major version of ARS that help in 
some or another way...and with that the OOTB apps are getting better too...
2) Going forward, with Remedy's "Adapt-Or-Die" capabilities still (largely) 
intact, an attitude of  "...You cannot prevent change ... but you can adapt..." 
still gives those investing in Remedy a leading edge to do things in a better 
way and to stay ahead of the curve... (IMHO, even if you are still running on 
5.X)


Best Regards,
Theo

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Meyer, Jennifer L
Sent: 07 July 2010 03:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR User Tool Deprecated?

**
Susan's post brings up an excellent point.  It is now 2010, and the current 
most-recent-version of ARS is 7.5.  Susan's system is 8 years old.  In 2002, 
she would have been installing a 5.X system.  The 5.X releases were stable, 
reliable, and flexible.  (Others may recall 2002 as the year of the P-word.)  I 
recall being highly impressed with 5.X's flexibility and the ease of developing 
new applications.  I believe that BMC announced with the release of 6.X that 
macros would not be supported in future versions.

Those who moved on to more recent versions of ARS parted ways with macros along 
the way, often with users kicking and screaming; however, a number of 
organizations remain on 5.X and 6.X systems-and their users continue to use 
macros.  The answer to Susan's question is that the 7.X experience is quite 
different from the 6.X or 5.X experience.  The users will have to ditch their 
macros in any case and start over.  7.X introduced templates and decision trees 
to the ticket creation process.  The Reporting Console will satisfy most of 
your users' reporting needs and Saved Searches will assist with the custom 
search and reporting issues without resorting to keystroke logging.


Jennifer Meyer

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Re: Right Answers and 7.6

[Lammey, Peter A.]

I just get a pop up "Thank you for using the solution.." or something like that 
and are taken back to the incident window but window doesn't change and when I 
click on the Retrieve button I receive an error that you need to click the Use 
Solution button.

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

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
Sent: Wednesday, July 07, 2010 2:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: Right Answers and 7.6

**
What happens when you try to use the RA solution?

Joe
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]on Behalf Of Lammey, Peter A.
Sent: Wednesday, July 07, 2010 1:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Right Answers and 7.6
**
Yes.  BMC was here for the setup and integration of the workflow for RKM 
integration with Incident and Problem.
The integration for RKM articles into Incident tickets works fine but clearly 
it does not work when we integrate with Right Answers articles.

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

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
Sent: Wednesday, July 07, 2010 12:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Right Answers and 7.6

**
Peter,

I had worked with ITSM 7.1 when I worked with RA and RKM and was able to do 
that.. Not sure if there is an issue with ITSM 7.0.

Did you do the integration part exactly like documented? Create fields with the 
right field ID's and import the necessary workflow etc??

Joe
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]on Behalf Of Lammey, Peter A.
Sent: Wednesday, July 07, 2010 11:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: Right Answers and 7.6
**
Are you able to retrieve Right Answers articles though (or any external source 
for that matter) into an Incident?
We discovered with our ITSM 7.02 install that it cannot retrieve external 
source articles and put information on the article into an incident.

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



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
Sent: Wednesday, July 07, 2010 10:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Right Answers and 7.6
**
Keith,

I have with 7.1 using RKM as the underlying solutions engine, with minimum 
issues. The issue I had (which was sticking out like a sore eye) was the hit 
list or the favorites displayed the file name of the article which made no 
sense since the file name was not descriptive of what the solution was about 
but a very serial like name that the html file has..

Joe
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]on Behalf Of K Sinclair
Sent: Wednesday, July 07, 2010 10:45 AM
To: arslist@ARSLIST.ORG
Subject: Right Answers and 7.6
**
Has anyone used Right Answers with a vanilla 7.6 ITSM install? If so, were 
there any integration issues or gotchas? Or was it rather straight forward?
Thanks,
Keith
_attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers 
Are"_

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Re: AR User Tool Deprecated?

[Tanner, Doug]

Theo, It was - Your Business Your Way
:)
Doug Tanner

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Theo Fondse (RIS)
Sent: Wednesday, July 07, 2010 1:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR User Tool Deprecated?

**
Firstly, I have to echo Jennifer's comments.

Secondly, being a consultant, I work with various companies using Remedy and I 
know of companies still using 5.X and 6.X systems because they built their own 
custom applications and the migration path to the new versions of ARS sometimes 
seems too painful and costly, especially when it comes to paying to evaluate 
and convert thousands of (working) user macro's before re-training your user 
base again.

Even though 7.X has come a long way (especially if you look at the performance 
gains of Mid-Tier 7.5) many people are still wary of upgrading just for the 
sake of upgrading - especially if "...the system  isn't broken to begin 
with...".


So many users have become accustomed to creating their own macro's to automate 
various things and without having to wait for the red tape associated with a 
change management process, so it is sad to know that yet another selling point 
for Remedy is being canned as macro's will disappear when the AR User Tool is 
finally deprecated.
There was a time when we sold Remedy (very successfully) with the slogan 
"...Run your business YOUR way..." (remember that one Doug?). That, in 
practice, has unfortunately changed with the growing popularity of ITIL and the 
OOTB modules.
It feels like the end of an era, where we now sell OOTB applications instead of 
having fun with writing our own reliable apps faster than anyone else on any 
other platform...


In spite of all that, there is still light at the end of the tunnel:
1) There are shiny new features with each new major version of ARS that help in 
some or another way...and with that the OOTB apps are getting better too...
2) Going forward, with Remedy's "Adapt-Or-Die" capabilities still (largely) 
intact, an attitude of  "...You cannot prevent change ... but you can adapt..." 
still gives those investing in Remedy a leading edge to do things in a better 
way and to stay ahead of the curve... (IMHO, even if you are still running on 
5.X)


Best Regards,
Theo

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Meyer, Jennifer L
Sent: 07 July 2010 03:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR User Tool Deprecated?

**
Susan's post brings up an excellent point.  It is now 2010, and the current 
most-recent-version of ARS is 7.5.  Susan's system is 8 years old.  In 2002, 
she would have been installing a 5.X system.  The 5.X releases were stable, 
reliable, and flexible.  (Others may recall 2002 as the year of the P-word.)  I 
recall being highly impressed with 5.X's flexibility and the ease of developing 
new applications.  I believe that BMC announced with the release of 6.X that 
macros would not be supported in future versions.

Those who moved on to more recent versions of ARS parted ways with macros along 
the way, often with users kicking and screaming; however, a number of 
organizations remain on 5.X and 6.X systems-and their users continue to use 
macros.  The answer to Susan's question is that the 7.X experience is quite 
different from the 6.X or 5.X experience.  The users will have to ditch their 
macros in any case and start over.  7.X introduced templates and decision trees 
to the ticket creation process.  The Reporting Console will satisfy most of 
your users' reporting needs and Saved Searches will assist with the custom 
search and reporting issues without resorting to keystroke logging.


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


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Re: Right Answers and 7.6

[Joe D'Souza]

What happens when you try to use the RA solution?

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Lammey, Peter A.
  Sent: Wednesday, July 07, 2010 1:38 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Right Answers and 7.6


  **
  Yes.  BMC was here for the setup and integration of the workflow for RKM
integration with Incident and Problem.

  The integration for RKM articles into Incident tickets works fine but
clearly it does not work when we integrate with Right Answers articles.



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



  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
  Sent: Wednesday, July 07, 2010 12:40 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Right Answers and 7.6



  **

  Peter,



  I had worked with ITSM 7.1 when I worked with RA and RKM and was able to
do that.. Not sure if there is an issue with ITSM 7.0.



  Did you do the integration part exactly like documented? Create fields
with the right field ID's and import the necessary workflow etc??



  Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Lammey, Peter A.
Sent: Wednesday, July 07, 2010 11:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: Right Answers and 7.6

**

Are you able to retrieve Right Answers articles though (or any external
source for that matter) into an Incident?

We discovered with our ITSM 7.02 install that it cannot retrieve
external source articles and put information on the article into an
incident.

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








From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
Sent: Wednesday, July 07, 2010 10:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Right Answers and 7.6

**

Keith,



I have with 7.1 using RKM as the underlying solutions engine, with
minimum issues. The issue I had (which was sticking out like a sore eye) was
the hit list or the favorites displayed the file name of the article which
made no sense since the file name was not descriptive of what the solution
was about but a very serial like name that the html file has..



Joe

  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of K Sinclair
  Sent: Wednesday, July 07, 2010 10:45 AM
  To: arslist@ARSLIST.ORG
  Subject: Right Answers and 7.6

  **

  Has anyone used Right Answers with a vanilla 7.6 ITSM install? If so,
were there any integration issues or gotchas? Or was it rather straight
forward?

  Thanks,

  Keith

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Re: mid-tier doesn't see crystal XI

[patrick zandi]

I am using a 7.5 P04 against a ARS 7.1 /P6 and /P9 server with SRM 2.2 no
problems
I put midtier on the CR server, and use another mid-tier and point to it as
well.. think of it as a backup midtier..
skip the viewer all together.. ..

IF you install midtier, you get the viewer.. why waste your time with just a
viewer..

hope that helps.

On Wed, Jul 7, 2010 at 1:32 PM, strauss  wrote:

> **
>
> This is entirely the fault of the mid-tier installer; I had so many problem
> of exactly this sort with the various patch levels of 7.1 that I ended up
> putting a 7.0.01.002 mid-tier on my CRXI/BOXI server.  I’m still using it in
> production!!  For my dev server I used 7.0.01.008.  I have been pointing my
> 7.5.00.005 pre-production mid-tiers at that last one for testing… it works
> just fine since all the 7.0.01 mid-tier is doing is serving up the crystal
> report.
>
>
>
> I have not tried to update the CRXI mid-tiers to 7.5, and gave up on later
> patches of 7.1 as the installers remained bug-ridden – trying to upgrade the
> mid-tier from 7.0.01 to 7.1 ignored and wiped out the report viewer.  CRXI
> is such a pain to install and license that once you get one running, AND a
> working mid-tier, I try to leave it alone.
>
>
>
> I’d love to tell you that the BMC installers have improved in 7.5/7.6, but
> they have not.  This week’s poster child for worthless installers is BMC
> Analytics 7.6.01, which skips the entire dialog box set for specifying your
> db connection – much as the mid-tier installer fails to detect CRXI/BOXI and
> prompt to install the Crystal viewer.  All I can recommend is that you try
> every patch level of mid-tier that you can find until one works correctly;
> most of them are flawed.
>
>
>
> Christopher Strauss, Ph.D.
> Call Tracking Administration Manager
> University of North Texas Computing & IT Center
> http://itsm.unt.edu/
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Ramey, Anne
> *Sent:* Tuesday, July 06, 2010 12:19 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* mid-tier doesn't see crystal XI
>
>
>
> **
>
> I installed Crystal Reports XI then mid-tier on a server for testing
> purposes and the mid-tier install and program don't seem to see that
> Crystal/Business objects is installed.  The viewer isn't available for
> install and the reporting options for a local reporting server aren't
> available after install.  Does anyone know what file/registry entry that
> mid-tier looks for to say that there is a local Crystal install?
>
>
>
> 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.*
>
>
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>  _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>



-- 
Patrick Zandi

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Re: mid-tier doesn't see crystal XI

[Maher, Jeff]

I'll add that I saw the same behavior, I ran 7.5 patch 004 of the mid-tier 
installer probably around 7 times till the option for the BOXI server showed up 
properly in the mid-tier configuration. I hadn't changed anything from the 6th 
to 7th install either, it just decided to finally show up. Needless to say I 
stuck with that attempt and have no plans on ever trying it again. Ever.

Jeff


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Wednesday, July 07, 2010 1:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: mid-tier doesn't see crystal XI

**
This is entirely the fault of the mid-tier installer; I had so many problem of 
exactly this sort with the various patch levels of 7.1 that I ended up putting 
a 7.0.01.002 mid-tier on my CRXI/BOXI server.  I'm still using it in 
production!!  For my dev server I used 7.0.01.008.  I have been pointing my 
7.5.00.005 pre-production mid-tiers at that last one for testing... it works 
just fine since all the 7.0.01 mid-tier is doing is serving up the crystal 
report.

I have not tried to update the CRXI mid-tiers to 7.5, and gave up on later 
patches of 7.1 as the installers remained bug-ridden - trying to upgrade the 
mid-tier from 7.0.01 to 7.1 ignored and wiped out the report viewer.  CRXI is 
such a pain to install and license that once you get one running, AND a working 
mid-tier, I try to leave it alone.

I'd love to tell you that the BMC installers have improved in 7.5/7.6, but they 
have not.  This week's poster child for worthless installers is BMC Analytics 
7.6.01, which skips the entire dialog box set for specifying your db connection 
- much as the mid-tier installer fails to detect CRXI/BOXI and prompt to 
install the Crystal viewer.  All I can recommend is that you try every patch 
level of mid-tier that you can find until one works correctly; most of them are 
flawed.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne
Sent: Tuesday, July 06, 2010 12:19 PM
To: arslist@ARSLIST.ORG
Subject: mid-tier doesn't see crystal XI

**
I installed Crystal Reports XI then mid-tier on a server for testing purposes 
and the mid-tier install and program don't seem to see that Crystal/Business 
objects is installed.  The viewer isn't available for install and the reporting 
options for a local reporting server aren't available after install.  Does 
anyone know what file/registry entry that mid-tier looks for to say that there 
is a local Crystal install?

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.

_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: Right Answers and 7.6

[Lammey, Peter A.]

Yes.  BMC was here for the setup and integration of the workflow for RKM 
integration with Incident and Problem.
The integration for RKM articles into Incident tickets works fine but clearly 
it does not work when we integrate with Right Answers articles.

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

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
Sent: Wednesday, July 07, 2010 12:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Right Answers and 7.6

**
Peter,

I had worked with ITSM 7.1 when I worked with RA and RKM and was able to do 
that.. Not sure if there is an issue with ITSM 7.0.

Did you do the integration part exactly like documented? Create fields with the 
right field ID's and import the necessary workflow etc??

Joe
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]on Behalf Of Lammey, Peter A.
Sent: Wednesday, July 07, 2010 11:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: Right Answers and 7.6
**
Are you able to retrieve Right Answers articles though (or any external source 
for that matter) into an Incident?
We discovered with our ITSM 7.02 install that it cannot retrieve external 
source articles and put information on the article into an incident.

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



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
Sent: Wednesday, July 07, 2010 10:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Right Answers and 7.6
**
Keith,

I have with 7.1 using RKM as the underlying solutions engine, with minimum 
issues. The issue I had (which was sticking out like a sore eye) was the hit 
list or the favorites displayed the file name of the article which made no 
sense since the file name was not descriptive of what the solution was about 
but a very serial like name that the html file has..

Joe
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]on Behalf Of K Sinclair
Sent: Wednesday, July 07, 2010 10:45 AM
To: arslist@ARSLIST.ORG
Subject: Right Answers and 7.6
**
Has anyone used Right Answers with a vanilla 7.6 ITSM install? If so, were 
there any integration issues or gotchas? Or was it rather straight forward?
Thanks,
Keith
_attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers 
Are"_

Please consider the environment before printing this e-mail.

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Re: AR User Tool Deprecated?

[Theo Fondse (RIS)]

Firstly, I have to echo Jennifer's comments. 

 

Secondly, being a consultant, I work with various companies using Remedy and
I know of companies still using 5.X and 6.X systems because they built their
own custom applications and the migration path to the new versions of ARS
sometimes seems too painful and costly, especially when it comes to paying
to evaluate and convert thousands of (working) user macro's before
re-training your user base again.

 

Even though 7.X has come a long way (especially if you look at the
performance gains of Mid-Tier 7.5) many people are still wary of upgrading
just for the sake of upgrading - especially if "...the system  isn't broken
to begin with...".

 



So many users have become accustomed to creating their own macro's to
automate various things and without having to wait for the red tape
associated with a change management process, so it is sad to know that yet
another selling point for Remedy is being canned as macro's will disappear
when the AR User Tool is finally deprecated.

There was a time when we sold Remedy (very successfully) with the slogan
"...Run your business YOUR way..." (remember that one Doug?). That, in
practice, has unfortunately changed with the growing popularity of ITIL and
the OOTB modules. 

It feels like the end of an era, where we now sell OOTB applications instead
of having fun with writing our own reliable apps faster than anyone else on
any other platform... 



 

In spite of all that, there is still light at the end of the tunnel: 

1) There are shiny new features with each new major version of ARS that help
in some or another way...and with that the OOTB apps are getting better
too... 

2) Going forward, with Remedy's "Adapt-Or-Die" capabilities still (largely)
intact, an attitude of  "...You cannot prevent change ... but you can
adapt..." still gives those investing in Remedy a leading edge to do things
in a better way and to stay ahead of the curve... (IMHO, even if you are
still running on 5.X)

 

 

Best Regards,

Theo

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Meyer, Jennifer L
Sent: 07 July 2010 03:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR User Tool Deprecated?

 

** 

Susan's post brings up an excellent point.  It is now 2010, and the current
most-recent-version of ARS is 7.5.  Susan's system is 8 years old.  In 2002,
she would have been installing a 5.X system.  The 5.X releases were stable,
reliable, and flexible.  (Others may recall 2002 as the year of the P-word.)
I recall being highly impressed with 5.X's flexibility and the ease of
developing new applications.  I believe that BMC announced with the release
of 6.X that macros would not be supported in future versions.  

 

Those who moved on to more recent versions of ARS parted ways with macros
along the way, often with users kicking and screaming; however, a number of
organizations remain on 5.X and 6.X systems-and their users continue to use
macros.  The answer to Susan's question is that the 7.X experience is quite
different from the 6.X or 5.X experience.  The users will have to ditch
their macros in any case and start over.  7.X introduced templates and
decision trees to the ticket creation process.  The Reporting Console will
satisfy most of your users' reporting needs and Saved Searches will assist
with the custom search and reporting issues without resorting to keystroke
logging.

 

Jennifer Meyer


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Re: mid-tier doesn't see crystal XI

[strauss]

This is entirely the fault of the mid-tier installer; I had so many problem of 
exactly this sort with the various patch levels of 7.1 that I ended up putting 
a 7.0.01.002 mid-tier on my CRXI/BOXI server.  I'm still using it in 
production!!  For my dev server I used 7.0.01.008.  I have been pointing my 
7.5.00.005 pre-production mid-tiers at that last one for testing... it works 
just fine since all the 7.0.01 mid-tier is doing is serving up the crystal 
report.

I have not tried to update the CRXI mid-tiers to 7.5, and gave up on later 
patches of 7.1 as the installers remained bug-ridden - trying to upgrade the 
mid-tier from 7.0.01 to 7.1 ignored and wiped out the report viewer.  CRXI is 
such a pain to install and license that once you get one running, AND a working 
mid-tier, I try to leave it alone.

I'd love to tell you that the BMC installers have improved in 7.5/7.6, but they 
have not.  This week's poster child for worthless installers is BMC Analytics 
7.6.01, which skips the entire dialog box set for specifying your db connection 
- much as the mid-tier installer fails to detect CRXI/BOXI and prompt to 
install the Crystal viewer.  All I can recommend is that you try every patch 
level of mid-tier that you can find until one works correctly; most of them are 
flawed.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne
Sent: Tuesday, July 06, 2010 12:19 PM
To: arslist@ARSLIST.ORG
Subject: mid-tier doesn't see crystal XI

**
I installed Crystal Reports XI then mid-tier on a server for testing purposes 
and the mid-tier install and program don't seem to see that Crystal/Business 
objects is installed.  The viewer isn't available for install and the reporting 
options for a local reporting server aren't available after install.  Does 
anyone know what file/registry entry that mid-tier looks for to say that there 
is a local Crystal install?

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.

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

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Re: Different times from User tool and Web

[Joe D'Souza]

Anne's suggestion extended my idea suggested in a mail 5 minutes ago a
little more.. check for latest DST fixes on the web server both at the OS
level, as well as web server application level.. MT 7.5 Patch 3 I think has
the latest fixes as far as DST is concerned so you are good there.. Check on
the OS level and web application server level..

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of SriSamSri Appecherla
  Sent: Wednesday, July 07, 2010 1:04 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Different times from User tool and Web


  **
  Hi Anne,

  I wanted all the users to be able to view the times only in GMT. So I had
set the Time Zone in User Preferences and configured the Preference server.

  Regards,
  SriSamSri Appecherla
  Mobile# +91 991 610 6008



  On Wed, Jul 7, 2010 at 10:28 PM, Ramey, Anne  wrote:

**
The dates display based on what the time zone/local time is on the
user's machine.  For the user tool, this is the individual's desktop, if
it's the mid-tier, it's the server's date/time settings. I would check the
time and time zone settings on the servers that run the mid-tier.



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 SriSamSri Appecherla
Sent: Wednesday, July 07, 2010 12:50 PM
To: arslist@ARSLIST.ORG
Subject: Different times from User tool and Web



**

Hi Listers,



I have an issue with the Date/Time fields in Remedy. I have set the Time
Zone as GMT +00:00 Europ/London in User Preferences for all the users. I
have checked the times on ARS host, midtier host and DB server. The are all
in GMT.



When I login through the User tool, it displays the correct time as per
the Time Zone I have set for the user. However, when I login through the
web, it shows the time setting it off by 1hour. For eg; if the time in User
tool is shown as 06:00 PM, in the web it shows as 05:00 PM.



I feel the issue is somehow related to Day Light saving, but unable to
conclude on it.



ARS Version : 7.5, P3

MidTier : 7.5

Oracle DB 11g



Regards,
SriSamSri Appecherla
Mobile# +91 991 610 6008

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

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Re: Different times from User tool and Web

[SriSamSri Appecherla]

Hi Anne,

I wanted all the users to be able to view the times only in GMT. So I had
set the Time Zone in User Preferences and configured the Preference server.

Regards,
SriSamSri Appecherla
Mobile# +91 991 610 6008


On Wed, Jul 7, 2010 at 10:28 PM, Ramey, Anne  wrote:

> **
>
> The dates display based on what the time zone/local time is on the user's
> machine.  For the user tool, this is the individual's desktop, if it's the
> mid-tier, it's the server's date/time settings. I would check the time and
> time zone settings on the servers that run the mid-tier.
>
>
>
> 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 *SriSamSri Appecherla
> *Sent:* Wednesday, July 07, 2010 12:50 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Different times from User tool and Web
>
>
>
> **
>
> Hi Listers,
>
>
>
> I have an issue with the Date/Time fields in Remedy. I have set the Time
> Zone as GMT +00:00 Europ/London in User Preferences for all the users. I
> have checked the times on ARS host, midtier host and DB server. The are all
> in GMT.
>
>
>
> When I login through the User tool, it displays the correct time as per the
> Time Zone I have set for the user. However, when I login through the web, it
> shows the time setting it off by 1hour. For eg; if the time in User tool is
> shown as 06:00 PM, in the web it shows as 05:00 PM.
>
>
>
> I feel the issue is somehow related to Day Light saving, but unable to
> conclude on it.
>
>
>
> ARS Version : 7.5, P3
>
> MidTier : 7.5
>
> Oracle DB 11g
>
>
>
> Regards,
> SriSamSri Appecherla
> Mobile# +91 991 610 6008
>
> _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: Different times from User tool and Web

[Ramey, Anne]

The dates display based on what the time zone/local time is on the user's 
machine.  For the user tool, this is the individual's desktop, if it's the 
mid-tier, it's the server's date/time settings. I would check the time and time 
zone settings on the servers that run the mid-tier.

Anne Ramey
***
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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 SriSamSri Appecherla
Sent: Wednesday, July 07, 2010 12:50 PM
To: arslist@ARSLIST.ORG
Subject: Different times from User tool and Web

**
Hi Listers,

I have an issue with the Date/Time fields in Remedy. I have set the Time Zone 
as GMT +00:00 Europ/London in User Preferences for all the users. I have 
checked the times on ARS host, midtier host and DB server. The are all in GMT.

When I login through the User tool, it displays the correct time as per the 
Time Zone I have set for the user. However, when I login through the web, it 
shows the time setting it off by 1hour. For eg; if the time in User tool is 
shown as 06:00 PM, in the web it shows as 05:00 PM.

I feel the issue is somehow related to Day Light saving, but unable to conclude 
on it.

ARS Version : 7.5, P3
MidTier : 7.5
Oracle DB 11g

Regards,
SriSamSri Appecherla
Mobile# +91 991 610 6008
_attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Different times from User tool and Web

[Joe D'Souza]

Sri,

My guess is you might be using an older version of the web client (explorer
or whatever) that does not have the latest DST fixes?

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of SriSamSri Appecherla
  Sent: Wednesday, July 07, 2010 12:50 PM
  To: arslist@ARSLIST.ORG
  Subject: Different times from User tool and Web


  **
  Hi Listers,

  I have an issue with the Date/Time fields in Remedy. I have set the Time
Zone as GMT +00:00 Europ/London in User Preferences for all the users. I
have checked the times on ARS host, midtier host and DB server. The are all
in GMT.

  When I login through the User tool, it displays the correct time as per
the Time Zone I have set for the user. However, when I login through the
web, it shows the time setting it off by 1hour. For eg; if the time in User
tool is shown as 06:00 PM, in the web it shows as 05:00 PM.

  I feel the issue is somehow related to Day Light saving, but unable to
conclude on it.

  ARS Version : 7.5, P3
  MidTier : 7.5
  Oracle DB 11g

  Regards,
  SriSamSri Appecherla
  Mobile# +91 991 610 6008

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Different times from User tool and Web

[SriSamSri Appecherla]

Hi Listers,

I have an issue with the Date/Time fields in Remedy. I have set the Time
Zone as GMT +00:00 Europ/London in User Preferences for all the users. I
have checked the times on ARS host, midtier host and DB server. The are all
in GMT.

When I login through the User tool, it displays the correct time as per the
Time Zone I have set for the user. However, when I login through the web, it
shows the time setting it off by 1hour. For eg; if the time in User tool is
shown as 06:00 PM, in the web it shows as 05:00 PM.

I feel the issue is somehow related to Day Light saving, but unable to
conclude on it.

ARS Version : 7.5, P3
MidTier : 7.5
Oracle DB 11g

Regards,
SriSamSri Appecherla
Mobile# +91 991 610 6008

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Re: Right Answers and 7.6

[Joe D'Souza]

Peter,

I had worked with ITSM 7.1 when I worked with RA and RKM and was able to do
that.. Not sure if there is an issue with ITSM 7.0.

Did you do the integration part exactly like documented? Create fields with
the right field ID's and import the necessary workflow etc??

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Lammey, Peter A.
  Sent: Wednesday, July 07, 2010 11:09 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: Right Answers and 7.6


  **
  Are you able to retrieve Right Answers articles though (or any external
source for that matter) into an Incident?
  We discovered with our ITSM 7.02 install that it cannot retrieve external
source articles and put information on the article into an incident.
  Thanks
  Peter Lammey
  ESPN IT Packaging and Automation
  860-766-4761






--
  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
  Sent: Wednesday, July 07, 2010 10:55 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: Right Answers and 7.6


  **
  Keith,

  I have with 7.1 using RKM as the underlying solutions engine, with minimum
issues. The issue I had (which was sticking out like a sore eye) was the hit
list or the favorites displayed the file name of the article which made no
sense since the file name was not descriptive of what the solution was about
but a very serial like name that the html file has..

  Joe
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of K Sinclair
Sent: Wednesday, July 07, 2010 10:45 AM
To: arslist@ARSLIST.ORG
Subject: Right Answers and 7.6


**
Has anyone used Right Answers with a vanilla 7.6 ITSM install? If so,
were there any integration issues or gotchas? Or was it rather straight
forward?


Thanks,


Keith

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Re: Date/Time field query

[Joe D'Souza]

Drew,

Nested selects are possible. The syntax for a very simple select statement
of that type would be..
select * from table where field = (select that same field from whatever
table)

But why would you want a nested select for what you want to do? A non nested
select would work with the following statement design..

select * from table where Hours > lower limit and Hours < higher limit and
the 3 month condition

To extract the 'Hours' part of C3 (Create Date) to a number format, this
should work (please correct the start and end number of the string if I got
it wrong here):

To_Number(SubStr(To_Char(To_Date('01-JAN-1970 00:00:00', 'DD.MM.
HH24:Mi:Ss') + C3/86400,'DD.MM. HH24:Mi:ss'), 13,2))

So your statement for the hours part if you want between 8:00 AM to 5:00 PM
would be:

select * from table where To_Number(SubStr(To_Char(To_Date('01-JAN-1970
00:00:00', 'DD.MM. HH24:Mi:Ss') + C3/86400,'DD.MM. HH24:Mi:ss'),
13,2)) >= 8 and To_Number(SubStr(To_Char(To_Date('01-JAN-1970 00:00:00',
'DD.MM. HH24:Mi:Ss') + C3/86400,'DD.MM. HH24:Mi:ss'), 13,2)) <= 17;

Using the above logic you could extend the where criteria to fit in your 3
month condition..

Hope this helps..

Cheers

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Drew Shuller
Sent: Tuesday, July 06, 2010 4:17 PM
To: arslist@ARSLIST.ORG
Subject: Date/Time field query


Hello all, is there a way to do a select statement from within a select
statement on field ID 3? I have users that want to know if they created
tickets after a certain hour of the day, for a three month period. Any
ideas? Thank you.

--
Drew
Soto Cano AB
Comayagua, Honduras

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SYS Notification Messages Additional field configuration

[Raja V]

Hi Listers,



I want to add additional fields SYS Notification Messages form so I
followed the below method to configure additional fields into the form
list,



1.   Open SYS:Form Field Selection form

2.   Configure selection type as notification message selection

3.  Module Name is Incident

4.  Form Name and Select Fields From+ is HPD:Help Desk

5.  Menu Label 1 is custom field from help desk form

6.  Menu value 1, custom name for the selected field

7.  Selection Code, I gave a custom code 20

8.  Saved the form.



Field Selection in SYS Notification Form

1.  Select Module name as incident

2.   Form Name as HPD:Help Desk

3.   Select Message body Menu



The configured field did appeared on the SYS Notification Form Menu
List.



But the configuration doesn't seems to be ending there, when I select
the option that I created I am juz getting a blank space in the email
body, when I select the field other than I configured I am getting
#fieldname#. Any suggestion on this... I want the configured field to
appear once I select. Do I have to configure anywhere else?





Thanks & Regards,

Raja V


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Re: AR User Tool Deprecated?

[Susan Palmer]

We're actually on v7.0.1 for the last couple of years.  The macros our users
utilize are mostly for convenience and time savings.  Some have been
accumulated over the years and work just fine and have been shared among
others.

All macros within workflow have long ago been removed.  But if you have 100
users with 30-50 macros each it adds up.  Some are remarkably complex and
impressive.  And as we all know behaviors are the hardest thing to change.
And if we kept using the client rather than web, not a problem until v8+
which apparently is not right around the corner as expected.

But in this world of web we want to be current too and know we have to make
adjustments.  Don't get me wrong, I certainly look forward to eliminating
client installs!

After David mentioned saved searches I recalled that point and actually use
them myself and encourage others to use them for easier access.  But after
reading that email I went and checked for the form which exists but there
are no records in it.  It must need to be configured someplace and have not
found that clue in a quick review of the documentation.  Then thought it was
directly related to preference server but I don't recognize a setting there
either so obviously I have more research work to do.  I want to experiment
with it on our 7.5 test system and hopefully find a pathway to move the
.arq's to records.

With some regret I wish I had more free time to explore all new options when
they are released but find with constant enhancements to be done I
incorporate new options as appropriate.  And since I don't believe in
early adoption in our company setting I am somewhat removed from all the
initial chatter when a new release comes out and I am envious of those of
you and can utilize things immediately.

The v7 upgrade was painful and we are custom.  This v7.5 upgrade has been
more painful.  It used to be that platform upgrades were a snap, zip bang,
run it, use it.  Not the case anymore.  We have decided to go with a
completely new install, export/import our forms/workflow, and then move the
data manually by form.  The part that I find ridiculous is the data.  Yes,
rrrChive works great, but when you have 400 forms of data to move, it
becomes  shall we say ... time consuming and tedious.  No different than
migrator.

But sometimes you have to bite the bullet.  I was just trying to think back
when I was bad enough to deserve this ... lol.

Susan
On Wed, Jul 7, 2010 at 8:54 AM, Meyer, Jennifer L wrote:

> **
>
> Susan’s post brings up an excellent point.  It is now 2010, and the current
> most-recent-version of ARS is 7.5.  Susan’s system is 8 years old.  In 2002,
> she would have been installing a 5.X system.  The 5.X releases were stable,
> reliable, and flexible.  (Others may recall 2002 as the year of the
> P-word.)  I recall being highly impressed with 5.X’s flexibility and the
> ease of developing new applications.  I believe that BMC announced with the
> release of 6.X that macros would not be supported in future versions.
>
>
>
> Those who moved on to more recent versions of ARS parted ways with macros
> along the way, often with users kicking and screaming; however, a number of
> organizations remain on 5.X and 6.X systems—and their users continue to use
> macros.  The answer to Susan’s question is that the 7.X experience is quite
> different from the 6.X or 5.X experience.  The users will have to ditch
> their macros in any case and start over.  7.X introduced templates and
> decision trees to the ticket creation process.  The Reporting Console will
> satisfy most of your users’ reporting needs and Saved Searches will assist
> with the custom search and reporting issues without resorting to keystroke
> logging.
>
>
>
> Jennifer Meyer
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Shellman, David
> *Sent:* Tuesday, July 06, 2010 3:49 PM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: AR User Tool Deprecated?
>
>
>
> While I don't work for a government agency, I am sure they would frown on
> the use of mouse-and-keyboard recorders.  Even with our company I'm sure our
> security architect would flag the existence of this type of product as a
> security issue.
>
>
>
> Dave
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *patrick zandi
> *Sent:* Tuesday, July 06, 2010 3:41 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: AR User Tool Deprecated?
>
> **
>
> Government will not allow all these extra applications to be found, tested,
> 508 compliance, and installed on every box instead they will be saying..
> One doesn't come with it? It won't do that? Didn't use to do that?
>
>
>
> It is the similar issue with Renaming all the BMC tools to something more
> beautiful, BMC EIE to BMC AIE -- now that software has to be tested, and
> retested, and a ton of paperwork has to b

Re: Right Answers and 7.6

[Lammey, Peter A.]

Are you able to retrieve Right Answers articles though (or any external source 
for that matter) into an Incident?
We discovered with our ITSM 7.02 install that it cannot retrieve external 
source articles and put information on the article into an incident.

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




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
Sent: Wednesday, July 07, 2010 10:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Right Answers and 7.6

**
Keith,

I have with 7.1 using RKM as the underlying solutions engine, with minimum 
issues. The issue I had (which was sticking out like a sore eye) was the hit 
list or the favorites displayed the file name of the article which made no 
sense since the file name was not descriptive of what the solution was about 
but a very serial like name that the html file has..

Joe
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]on Behalf Of K Sinclair
Sent: Wednesday, July 07, 2010 10:45 AM
To: arslist@ARSLIST.ORG
Subject: Right Answers and 7.6

**
Has anyone used Right Answers with a vanilla 7.6 ITSM install? If so, were 
there any integration issues or gotchas? Or was it rather straight forward?
Thanks,
Keith
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Re: AR User Tool Deprecated?

[Mansur, Joanne]

We replaced non-reporting macros - our users used a ton of them - with a 
control panel field with a menu of choices and a go button.
The users didn't care if it was a macro or a button, as long as the result was 
the same.

Joanne Mansur
Client Systems Analyst
Northeastern University
(617) 373-3295 (office)
(617) 373-5985 (fax)
j.man...@neu.edu

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Meyer, Jennifer L
Sent: Wednesday, July 07, 2010 9:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: [ARSLIST] AR User Tool Deprecated?

**
Susan's post brings up an excellent point.  It is now 2010, and the current 
most-recent-version of ARS is 7.5.  Susan's system is 8 years old.  In 2002, 
she would have been installing a 5.X system.  The 5.X releases were stable, 
reliable, and flexible.  (Others may recall 2002 as the year of the P-word.)  I 
recall being highly impressed with 5.X's flexibility and the ease of developing 
new applications.  I believe that BMC announced with the release of 6.X that 
macros would not be supported in future versions.

Those who moved on to more recent versions of ARS parted ways with macros along 
the way, often with users kicking and screaming; however, a number of 
organizations remain on 5.X and 6.X systems-and their users continue to use 
macros.  The answer to Susan's question is that the 7.X experience is quite 
different from the 6.X or 5.X experience.  The users will have to ditch their 
macros in any case and start over.  7.X introduced templates and decision trees 
to the ticket creation process.  The Reporting Console will satisfy most of 
your users' reporting needs and Saved Searches will assist with the custom 
search and reporting issues without resorting to keystroke logging.


Jennifer Meyer


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Shellman, David
Sent: Tuesday, July 06, 2010 3:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR User Tool Deprecated?

While I don't work for a government agency, I am sure they would frown on the 
use of mouse-and-keyboard recorders.  Even with our company I'm sure our 
security architect would flag the existence of this type of product as a 
security issue.

Dave


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of patrick zandi
Sent: Tuesday, July 06, 2010 3:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR User Tool Deprecated?
**
Government will not allow all these extra applications to be found, tested, 508 
compliance, and installed on every box instead they will be saying.. One 
doesn't come with it? It won't do that? Didn't use to do that?

It is the similar issue with Renaming all the BMC tools to something more 
beautiful, BMC EIE to BMC AIE -- now that software has to be tested, and 
retested, and a ton of paperwork has to be generated to get it approved, 
otherwise it goes through a 8 month technical insertion and testing plan and 
then you still have to attend a million meetings..

I am not complaining, just pointing this obvious issue..  in my 30 years of Gov 
work.
On Tue, Jul 6, 2010 at 3:29 PM, Easter, David 
mailto:david_eas...@bmc.com>> wrote:
**
In BMC's surveys of customers, it was found that the majority of macros are 
used to generate reports.   Thus, a linking of saved searches to reports was 
created in AR System 7.5.00.

Quick reports in a browser
With the My Reports toolbar button, you can save reports from searches you 
perform on a form. Each report is saved per server, per form, and per user.

For more information, see the "Using the My Reports toolbar button" section in 
the BMC Remedy Mid Tier Guide.

If it is found that this isn't sufficient for the majority of cases, a richer 
macro-like capability could be considered for a future release.  I have also 
heard of customers just utilizing the mouse-and-keyboard recorders now commonly 
available that work just fine within a browser.  I personally use 
http://mouse-recorder.macro-expert.com/index.html, but there are lots of others 
out there.

-David J. Easter
Sr. Product Manager, Enterprise Service Management
BMC Software, Inc.

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

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Susan 
Palmer
Sent: Tuesday, July 06, 2010 12:18 PM

To: arslist@ARSLIST.ORG
Subject: Re: AR User Tool Deprecated?

**
One thing I haven't seen addressed very thoroughly in this thread, is macros.  
Our system is 8 years old and users have many macros to mak

Re: Right Answers and 7.6

[Joe D'Souza]

Keith,

I have with 7.1 using RKM as the underlying solutions engine, with minimum
issues. The issue I had (which was sticking out like a sore eye) was the hit
list or the favorites displayed the file name of the article which made no
sense since the file name was not descriptive of what the solution was about
but a very serial like name that the html file has..

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of K Sinclair
  Sent: Wednesday, July 07, 2010 10:45 AM
  To: arslist@ARSLIST.ORG
  Subject: Right Answers and 7.6


  **
  Has anyone used Right Answers with a vanilla 7.6 ITSM install? If so, were
there any integration issues or gotchas? Or was it rather straight forward?



  Thanks,



  Keith

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Right Answers and 7.6

[K Sinclair]

Has anyone used Right Answers with a vanilla 7.6 ITSM install? If so, were
there any integration issues or gotchas? Or was it rather straight forward?

 

Thanks,

 

Keith


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Re: Table Auto Refresh through the AR User Preference Form

[Kevin Begosh]

Thanks Doug.  The information helps.  I am not going through with this I
just wanted to be able to explain this to them.  They are fine with the
option just being on the mid tier out of the box and not having anything on
the user tool.

Kevin

On Tue, Jul 6, 2010 at 3:13 PM, Mueller, Doug  wrote:

> **
> Kevin,
>
> If you wanted this to happen:
>
> 1) Create an active link that fires on interval and set the interval to 60
> seconds and attach it to the form that
> contains the table you want to refresh.  Define no Run If condition and
> define a single action which is a
> Change Field action to perform a table refresh.
>
> There is no step 2.
>
> This will refresh the table once a minute.
>
> NOTE: This is not a recommended practice in general as you really need to
> mean it if you do this.  And, you
> really need to make sure the query is efficient.  And, you need to think of
> whether there is any impact on the
> user for doing this -- for example, do other fields refresh as the table
> refreshes?
>
> So, something that is easy to do, but is it a good thing to do is another
> question.
>
> I hope this is useful,
>
> Doug Mueller
>
>  --
>  *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Kevin Begosh
> *Sent:* Tuesday, July 06, 2010 10:40 AM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Table Auto Refresh through the AR User Preference Form
>
> ** yeah I saw that as well.  I just had a question of how hard it would be
> to have a table like on the incident management console auto refresh say,
> every minute.
>
>
> On Tue, Jul 6, 2010 at 1:35 PM, LJ LongWing  wrote:
>
>> **
>>
>> Not sure…the only auto-refresh I have ever used was to refresh the results
>> list…
>>
>>
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arsl...@arslist.org] *On Behalf Of *Kevin Begosh
>> *Sent:* Tuesday, July 06, 2010 11:09 AM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: Table Auto Refresh through the AR User Preference Form
>>
>>
>>
>> ** See that part I am confused about as well, is there an auto refresh
>> setting for tables in the User tool.  I was reading somewhere else and I
>> thought it said that you can only do that in the mid tier.
>>
>> On Tue, Jul 6, 2010 at 12:46 PM, LJ LongWing 
>> wrote:
>>
>> **
>>
>> Kevin,
>>
>> After looking over that section of the doc for a min to try and figure out
>> what it’s talking about….yes, I believe you are correct….what I take it to
>> mean is that the attribute is not used as each table could have its own
>> refresh settings….
>>
>>
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arsl...@arslist.org] *On Behalf Of *Kevin Begosh
>> *Sent:* Tuesday, July 06, 2010 10:23 AM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Table Auto Refresh through the AR User Preference Form
>>
>>
>>
>> **
>>
>> okay so I am reading through the BMC Remedy Action Request System 7.5.00
>> Configuration Guide and I get to page 90 which talks about Table Field
>> Refresh Interval - The interval at which tables automatically refreshes.  On
>> the table in the guide there is not a + next to the User tool or the Mid
>> Tier, so does that mean you cannot use this at all?
>>
>>
>>
>> Does anyone know if this is valid or has anyone used it.  I tried it out
>> and it did not work.
>>
>> --
>> Kevin Begosh
>>
>> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>>
>>
>>
>> --
>> Kevin Begosh
>> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>>  _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>
>
>
> --
> Kevin Begosh
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>  _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>



-- 
Kevin Begosh

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Re: Directing Search based reports to another ARS and DB

[Joe D'Souza]

Anuj,

Why would you want to do something like that? Are the number of concurrent
users on your system extremely large? What kind of a usage do you expect in
terms of numbers both total and concurrent??

And even if you do have an extremely large user base, are you aware that the
creation threads on the ARS are different from the search threads? If you
have more than one server pointing to the same database, wouldn't you rather
configure them to be a part of a server group?

An RPC call sent from a client doesn't get assigned to a Fast or a List
thread until the transaction hits the server, so it may not be possible to
direct this call from a load balancer configuration to one or the other
server based on what kind of a thread the server would assign this call to.

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Anuj DUA
  Sent: Wednesday, July 07, 2010 4:19 AM
  To: arslist@ARSLIST.ORG
  Subject: Directing Searchbased reports to another ARS and DB


  **
  Hello,



  We have a requirement to directing searchbased reports in remedy to
another server.



  For ex.

  1)   We have server A and server B

  2)  Both the server has ARS and DB installed.

  3)  We want user from server A to fire search to server B (with data
coming from server B)



  The objective of this exercise is to keep the Server A lighter to be used
only for creation of ticket and keeping server B for reporting only.



  Please suggest how to proceed on it.





  With Regards,

  Anuj Dua

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Re: SVN/CVS integration with Remedy Admin Tool (v7.1)

[Alex]

Hi MBAT,

Can you please send across documentation for the VSS integration, if you
have one?

We are looking to integrate it with Apache SubVersion OR CVS. If this is not
possible, we may look at VSS as an alternative.

Thanks!



On Wed, Jul 7, 2010 at 3:33 PM, MBAT  wrote:

> What CVS do you have? I've integrated my 7.1 ARS with Microsoft VSS 6.
> --
> View this message in context:
> http://ars-action-request-system.1093659.n2.nabble.com/SVN-CVS-integration-with-Remedy-Admin-Tool-v7-1-tp5261122p526.html
> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
>
>
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Re: TimeDiff ?

[Nair, Rajesh IN BOM SISL]

Frederick,
I hope he is talking about converting the time in Hours-Minutes- Sec

Tristan
If you are able to get the TotalTime then only thing you need do is convert the 
same in hours-min-sec frame

We have the same thing in our system but he onlu difference is we calculate the 
pending time
$PROCESS$ Application-Bus-Time-Diff
This gives you the time diff
Have three field which keeps time in Hours Minutes and Sec separatly.
 Another Field which append this  and this way you get Total time in HH:MM:SS 
format
$zTmpInDays$ +  " days, ") + $zTmpInHour$) +  " hours, ") + $zTmpInMin$) +  
" mins."



Regards
Rajesh


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Wednesday, July 07, 2010 7:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: TimeDiff ?

If I understand correctly, what you are wanting to do is to determine how long 
an agent had a job.  Since you say you can find the beginning and end of the 
job all you should have to do is to subtract the beginning time from the end 
time.

i.e.   TotalTimeInSeconds = EndTime - BeginningTime

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Tristan Roppel
Sent: Wednesday, July 07, 2010 2:56 AM
To: arslist@ARSLIST.ORG
Subject: TimeDiff ?

Hi folks,

I want to calculate the time, which an agent needs to solve it !
I can do this with $TIME$ or $TIMESTAMP$ to determinate the beginning and the 
end time of the agent job.
But to calculate the difference between beginning and end time of this job is 
very complicated. I can use DATEDIFF, MONTH, YEAR, etc, etc, but afterwards i 
have to calculate the hours, minutes and seconds !!!

Does anybody know a better solution ?
I work with a very version of Remedy 5.1 !

Any help apppreciated !

Many thanks

Tristan



Important notice: This e-mail and any attachment there to contains corporate 
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Re: TimeDiff ?

[Martinez, Marcelo A]

If he is trying to calculate the time "which an agent needs to solve" an 
incident.. let's say this time is 36 hrs. can he just do:
TimeToResolve = $TIMESTAMP$ + 129600

Marcelo


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Wednesday, July 07, 2010 8:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: TimeDiff ?

If I understand correctly, what you are wanting to do is to determine how long 
an agent had a job.  Since you say you can find the beginning and end of the 
job all you should have to do is to subtract the beginning time from the end 
time.

i.e.   TotalTimeInSeconds = EndTime - BeginningTime

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Tristan Roppel
Sent: Wednesday, July 07, 2010 2:56 AM
To: arslist@ARSLIST.ORG
Subject: TimeDiff ?

Hi folks,

I want to calculate the time, which an agent needs to solve it !
I can do this with $TIME$ or $TIMESTAMP$ to determinate the beginning
and the end time of the agent job.
But to calculate the difference between beginning and end time of this
job is very complicated. I can use DATEDIFF, MONTH, YEAR, etc, etc, but
afterwards i have to calculate the hours, minutes and seconds !!!

Does anybody know a better solution ?
I work with a very version of Remedy 5.1 !

Any help apppreciated !

Many thanks

Tristan

Re: AR User Tool Deprecated?

[Meyer, Jennifer L]

Susan's post brings up an excellent point.  It is now 2010, and the current 
most-recent-version of ARS is 7.5.  Susan's system is 8 years old.  In 2002, 
she would have been installing a 5.X system.  The 5.X releases were stable, 
reliable, and flexible.  (Others may recall 2002 as the year of the P-word.)  I 
recall being highly impressed with 5.X's flexibility and the ease of developing 
new applications.  I believe that BMC announced with the release of 6.X that 
macros would not be supported in future versions.

Those who moved on to more recent versions of ARS parted ways with macros along 
the way, often with users kicking and screaming; however, a number of 
organizations remain on 5.X and 6.X systems-and their users continue to use 
macros.  The answer to Susan's question is that the 7.X experience is quite 
different from the 6.X or 5.X experience.  The users will have to ditch their 
macros in any case and start over.  7.X introduced templates and decision trees 
to the ticket creation process.  The Reporting Console will satisfy most of 
your users' reporting needs and Saved Searches will assist with the custom 
search and reporting issues without resorting to keystroke logging.


Jennifer Meyer


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Shellman, David
Sent: Tuesday, July 06, 2010 3:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR User Tool Deprecated?

While I don't work for a government agency, I am sure they would frown on the 
use of mouse-and-keyboard recorders.  Even with our company I'm sure our 
security architect would flag the existence of this type of product as a 
security issue.

Dave


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of patrick zandi
Sent: Tuesday, July 06, 2010 3:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR User Tool Deprecated?
**
Government will not allow all these extra applications to be found, tested, 508 
compliance, and installed on every box instead they will be saying.. One 
doesn't come with it? It won't do that? Didn't use to do that?

It is the similar issue with Renaming all the BMC tools to something more 
beautiful, BMC EIE to BMC AIE -- now that software has to be tested, and 
retested, and a ton of paperwork has to be generated to get it approved, 
otherwise it goes through a 8 month technical insertion and testing plan and 
then you still have to attend a million meetings..

I am not complaining, just pointing this obvious issue..  in my 30 years of Gov 
work.
On Tue, Jul 6, 2010 at 3:29 PM, Easter, David 
mailto:david_eas...@bmc.com>> wrote:
**
In BMC's surveys of customers, it was found that the majority of macros are 
used to generate reports.   Thus, a linking of saved searches to reports was 
created in AR System 7.5.00.

Quick reports in a browser
With the My Reports toolbar button, you can save reports from searches you 
perform on a form. Each report is saved per server, per form, and per user.

For more information, see the "Using the My Reports toolbar button" section in 
the BMC Remedy Mid Tier Guide.

If it is found that this isn't sufficient for the majority of cases, a richer 
macro-like capability could be considered for a future release.  I have also 
heard of customers just utilizing the mouse-and-keyboard recorders now commonly 
available that work just fine within a browser.  I personally use 
http://mouse-recorder.macro-expert.com/index.html, but there are lots of others 
out there.

-David J. Easter
Sr. Product Manager, Enterprise Service Management
BMC Software, Inc.

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

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Susan 
Palmer
Sent: Tuesday, July 06, 2010 12:18 PM

To: arslist@ARSLIST.ORG
Subject: Re: AR User Tool Deprecated?

**
One thing I haven't seen addressed very thoroughly in this thread, is macros.  
Our system is 8 years old and users have many macros to make their user 
experience more automated.  We are upgrading to v7.5 and want to utilize 
mid-tier for everyone.  I think users can adjust to most of the nuances, but 
the loss of macros will be painful for many.  Has anyone found a good solution? 
 Have I just missed the info on that solution?

Thanks,
Susan
On Wed, Jun 30, 2010 at 8:47 AM, Meyer, Jennifer L 
mailto:jennifer.me...@nc.gov>> wrote:
You've all been positing a lot of good arguments here.  Let me put in my $.02...

I've recently become a fan of Google's Chrome browser after yet another piece 
of malware/spyware waltzed past Internet Ex

Re: TimeDiff ?

[Grooms, Frederick W]

If I understand correctly, what you are wanting to do is to determine how long 
an agent had a job.  Since you say you can find the beginning and end of the 
job all you should have to do is to subtract the beginning time from the end 
time.

i.e.   TotalTimeInSeconds = EndTime - BeginningTime

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Tristan Roppel
Sent: Wednesday, July 07, 2010 2:56 AM
To: arslist@ARSLIST.ORG
Subject: TimeDiff ?

Hi folks,

I want to calculate the time, which an agent needs to solve it !
I can do this with $TIME$ or $TIMESTAMP$ to determinate the beginning
and the end time of the agent job.
But to calculate the difference between beginning and end time of this
job is very complicated. I can use DATEDIFF, MONTH, YEAR, etc, etc, but
afterwards i have to calculate the hours, minutes and seconds !!!

Does anybody know a better solution ?
I work with a very version of Remedy 5.1 !

Any help apppreciated !

Many thanks

Tristan

Re: TimeDiff ?

[White, Michael W (MIKE)]

Read up on business time.

You set up working schedule records (Business Time Workdays) and holiday 
schedule records (Business Time Holidays).  You assign an identifier (name) to 
each record and reference it in workflow.

When a record is created or one of the fields that you use to determine due 
date/time is updated, you can run a built-in process (BUSINESS-TIME-ADD) to add 
some number of days, hours, minutes of "business time" to a date/time field.  
Run process arguments include tags (names) for the above records, an integer to 
specify units to add, another to specify how many units, and of course a source 
field to add time to.

Obviously you don't need any of this if you're using 24x7 time ("determinate 
the beginning and the end time of the agent job." Sounds like you need business 
time).

Mike White
EMail michael.wh...@verizon.com
Office 813.978.2192


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Tristan Roppel
Sent: Wednesday, July 07, 2010 3:56 AM
To: arslist@ARSLIST.ORG
Subject: TimeDiff ?

Hi folks,

I want to calculate the time, which an agent needs to solve it !
I can do this with $TIME$ or $TIMESTAMP$ to determinate the beginning
and the end time of the agent job.
But to calculate the difference between beginning and end time of this
job is very complicated. I can use DATEDIFF, MONTH, YEAR, etc, etc, but
afterwards i have to calculate the hours, minutes and seconds !!!

Does anybody know a better solution ?
I work with a very version of Remedy 5.1 !

Any help apppreciated !

Many thanks

Tristan

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Re: SVN/CVS integration with Remedy Admin Tool (v7.1)

[MBAT]

What CVS do you have? I've integrated my 7.1 ARS with Microsoft VSS 6.
-- 
View this message in context: 
http://ars-action-request-system.1093659.n2.nabble.com/SVN-CVS-integration-with-Remedy-Admin-Tool-v7-1-tp5261122p526.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Directing Searchbased reports to another ARS and DB

[Anuj DUA]

Hello,

We have a requirement to directing searchbased reports in remedy to another 
server.

For ex.

1)   We have server A and server B

2)  Both the server has ARS and DB installed.

3)  We want user from server A to fire search to server B (with data coming 
from server B)

The objective of this exercise is to keep the Server A lighter to be used only 
for creation of ticket and keeping server B for reporting only.

Please suggest how to proceed on it.


With Regards,
Anuj Dua


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TimeDiff ?

[Tristan Roppel]

Hi folks,

I want to calculate the time, which an agent needs to solve it !
I can do this with $TIME$ or $TIMESTAMP$ to determinate the beginning
and the end time of the agent job.
But to calculate the difference between beginning and end time of this
job is very complicated. I can use DATEDIFF, MONTH, YEAR, etc, etc, but
afterwards i have to calculate the hours, minutes and seconds !!!

Does anybody know a better solution ?
I work with a very version of Remedy 5.1 !

Any help apppreciated !

Many thanks

Tristan

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