Simple ARTask question (Remedy 6.0)

[Mark Whittaker]

Hi All,



Is it possible to create a simple ARTask file to search a specific  
computer system asset, based either on “Computer Name” or  
“Asset ID”.




So far I’ve got it working for:



Changes:



[Shortcut]

Name = CHG:Change

Type = 0

Server = 

Join = 0

Ticket = CHG00XX





HDs:

[Shortcut]

Name = HPD:HelpDesk

Type = 0

Server = 

Join = 0

Ticket = HD00XXX





And I was hoping for something simple like (or similar):



Asset:

[Shortcut]

Name = AST:ComputerSystem

Type = 1

Server = 

Join = 0

Search String = 'Asset ID+' = "AAXX"



Asset:

[Shortcut]

Name = AST:ComputerSystem

Type = 1

Server = 

Join = 0

Search String = 'Name' = ""







Any ideas would be much appreciated



Thanks



Mark


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Re: SYS Notification Messages Additional field configuration

[Chris Danaceau]

Thanks Shane!   I was just looking through the workflow to add more fields so 
some of the Incident notifications.   They were already in the forms and 
workflow so I just had to add them to the SYS:Notification Messages; but 
there's one more that isn't in the workflow that I can use this procedure for.
 
-- 
Chris Danaceau
AttivaSoft Solutions Architect



From: Action Request System discussion list(ARSList) on behalf of Shane Buchholz
Sent: Mon 7/12/2010 11:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: SYS Notification Messages Additional field configuration


** 

Raja,

 

There is some workflow that needs to be modified as well in order to make this 
work.  I am providing a link to information that should hopefully help.

 

http://www.remedyars.com/wiki/index.php?title=Adding_a_New_Field_to_Notifications

 

Thanks,

 

Shane Buchholz

Systems Analyst II - Remedy

Information Services Operations

Samaritan Health Services

 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Raja V
Sent: Wednesday, July 07, 2010 9:01 AM
To: arslist@ARSLIST.ORG
Subject: SYS Notification Messages Additional field configuration

 

** 

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: Statement of Direction regarding EOL of Remedy User client has been amended.

[Shellman, David]

**
Thanks for the clarification.
Dave
-
dave.shell...@tycoelectronics.com
(Wireless)


From: Action Request System discussion list(ARSList) 
To: arslist@ARSLIST.ORG 
Sent: Tue Jul 13 20:35:14 2010
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

It expected that there will be a *DBC interface to AR System in future 
releases.  That interface will not be provided through a Remedy User client for 
the obvious reason that the client will not be distributed.

That aside, a different method for integrating with desktop client side 
applications will be considered that would emulate things done currently 
through OLE/DDE (and potentially ODBC to a certain extent).  The goal will be 
to ensure a needed capability is fulfilled and will not be driven by a desire 
to retain or utilize a specific technology –  which is why details cannot be 
provided.  This is what the FAQ is saying.

-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:arsl...@arslist.org] On Behalf Of Shellman, David
Sent: Tuesday, July 13, 2010 2:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**
LJ,

When I initially read the reply I had the same reservations you were having.  
It seemed that Dave's response was that the ODBC driver was also going away.  
My reply was a wish/hope that the ODBC driver be continued under that portion 
of the statement.

When reading Dave's reply to your question, it seems to be a completely 
different reply concerning the ODBC driver.

So now I'm confused.  Was Dave's reply to my ODBC driver question a general 
response to integration questions?

I guess I'll need to take a deep look at the statement.

Dave

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of LJ LongWing
Sent: Tuesday, July 13, 2010 5:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.
**
Ah….that’s the part I wasn’t getting….see…it’s easy to overlook things when in 
a hurry ☺

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Shellman, David
Sent: Tuesday, July 13, 2010 3:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**
In the past Remedy admitted that reporting functionality in the desktop client 
was weak.  Other reporting tools like Crystal were suggested as the way to go 
to get "pretty" reports.  It seemed that the ODBC driver was provided as a way 
to access the data using tools like Access, Excel, perl and even Crystal.  The 
AR System ODBC driver also enforced permission access on the forms and data.  
It is fairly easy to show folks how to set up the ODBC driver and setup Access, 
Excel to link to the data.  It seems to me that replacing this process with Web 
Services or automated reports through a web client is not going to be simple.

Hopefully "BMC is investigating methods to enable interaction between local 
applications while ensuring that security concerns are met" will continue to 
consider the use of an ODBC driver.  It's not perfect (limits on join through 
the driver between two forms) but it does provide a standard connection for 
access to data.

Maybe my concern just deals with change and not really understanding how future 
processes can used to easily connect to the AR System data using Access, Excel, 
etc.

Dave


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Tuesday, July 13, 2010 4:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.
**
Hi Dave,

  This is answered in the FAQ section of the Statement of Direction.


1.   I have created an integration with the Remedy User client.  Will that 
integration still be supported in the major or minor versions after AR System 
7.6.03?

2.   No.  Because the Remedy User client itself will become unsupported, 
integrations with the Remedy User client will also become unsupported.  BMC 
recommends that you consider creating an integration that works properly with 
the web client and BMC Remedy Mid Tier prior to the end of life for the Remedy 
User client.

3.   How will the client provided in future versions interact with 
applications local to the user’s desktop OS?

4.   

Re: Statement of Direction regarding EOL of Remedy User client has been amended.

[Easter, David]

It expected that there will be a *DBC interface to AR System in future 
releases.  That interface will not be provided through a Remedy User client for 
the obvious reason that the client will not be distributed.

That aside, a different method for integrating with desktop client side 
applications will be considered that would emulate things done currently 
through OLE/DDE (and potentially ODBC to a certain extent).  The goal will be 
to ensure a needed capability is fulfilled and will not be driven by a desire 
to retain or utilize a specific technology -  which is why details cannot be 
provided.  This is what the FAQ is saying.

-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:arsl...@arslist.org] On Behalf Of Shellman, David
Sent: Tuesday, July 13, 2010 2:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**
LJ,

When I initially read the reply I had the same reservations you were having.  
It seemed that Dave's response was that the ODBC driver was also going away.  
My reply was a wish/hope that the ODBC driver be continued under that portion 
of the statement.

When reading Dave's reply to your question, it seems to be a completely 
different reply concerning the ODBC driver.

So now I'm confused.  Was Dave's reply to my ODBC driver question a general 
response to integration questions?

I guess I'll need to take a deep look at the statement.

Dave

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of LJ LongWing
Sent: Tuesday, July 13, 2010 5:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.
**
Ahthat's the part I wasn't gettingsee...it's easy to overlook things 
when in a hurry :)

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Shellman, David
Sent: Tuesday, July 13, 2010 3:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**
In the past Remedy admitted that reporting functionality in the desktop client 
was weak.  Other reporting tools like Crystal were suggested as the way to go 
to get "pretty" reports.  It seemed that the ODBC driver was provided as a way 
to access the data using tools like Access, Excel, perl and even Crystal.  The 
AR System ODBC driver also enforced permission access on the forms and data.  
It is fairly easy to show folks how to set up the ODBC driver and setup Access, 
Excel to link to the data.  It seems to me that replacing this process with Web 
Services or automated reports through a web client is not going to be simple.

Hopefully "BMC is investigating methods to enable interaction between local 
applications while ensuring that security concerns are met" will continue to 
consider the use of an ODBC driver.  It's not perfect (limits on join through 
the driver between two forms) but it does provide a standard connection for 
access to data.

Maybe my concern just deals with change and not really understanding how future 
processes can used to easily connect to the AR System data using Access, Excel, 
etc.

Dave


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Tuesday, July 13, 2010 4:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.
**
Hi Dave,

  This is answered in the FAQ section of the Statement of Direction.


1.   I have created an integration with the Remedy User client.  Will that 
integration still be supported in the major or minor versions after AR System 
7.6.03?

2.   No.  Because the Remedy User client itself will become unsupported, 
integrations with the Remedy User client will also become unsupported.  BMC 
recommends that you consider creating an integration that works properly with 
the web client and BMC Remedy Mid Tier prior to the end of life for the Remedy 
User client.

3.   How will the client provided in future versions interact with 
applications local to the user's desktop OS?

4.   Traditional OLE or DDE integrations will not be supported.  However, 
BMC is investigating methods to enable interaction between local applications 
while ensuring that security concerns are met.  Details are not available at 
this time.

5.   Where can I get assistance creating or implementing integrations for 
use by the web clien

Re: Sr. Remedy Developer needed in Herndon, VA (DC Area)

[Viswa K]

I am interested in the position but i am on H1 b visa status . i have over 8
years of IT experience and 6 years in remedy/ITSM suite.
please let me know if i am eligible to apply.

thanks
viswanath

On Tue, Jul 13, 2010 at 12:29 PM, michael campbell wrote:

> **
>
>  All, Dev Tech is still in need of a Sr Remedy developer near Dulles
> Airport in VA.  Must be a US citizen, must be able to get a gov't security
> clearance (but we can start you almost immediatly).  Want 5 years ITSM
> experience,  prefer some 7.5 experience.  Solaris/Oracle a plus.  Long term
> gig, (years)  Some experience with network monitoring tool integration with
> Remedy.
> Great benefits. w-2 position. 95% of the work is on-site in Herndon.
> thx
> michael.campb...@devtechnology.com
> --
>  _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Operational vs Product Categorization

[Viswa K]

The Question is answered .

On Tue, Jul 13, 2010 at 12:57 PM, Benedetto Cantatore <
bcant...@emerginghealthit.com> wrote:

> **
> The prior posts make great points.  I'll add this bit of advice.  When
> developing the Operational Categorization, try to make sure when the tech is
> submitting a ticket that the available choices are intuitive.  The
> Operational Categorizations also need to make sense when you're doing
> reporting.  So take common ticket types and test the Op Cats by seeing if it
> makes sense both ways.
>
> Ben Cantatore
> Remedy Manager
> (914) 457-6209
>
> Emerging Health IT
> 3 Odell Plaza
> Yonkers, New York 10701
>
> >>> kbeg...@gmail.com 07/13/10 12:00 PM >>>
> **
> I am going to throw my two cents in because this is probably the hardest
> part of implementing ITSM.  make sure when you are defining these that you
> get input/buyoff from helpdesk managers, field tech managers etc  I have
> seen companies in the past where these values where agreed upon but no one
> though of consulting with the people who actually use the application.  You
> can come up with the best Foundational data to you, or to mangement but when
> it comes time to use it, if it does not make sense to them it is going to be
> a hard roll out, not to mention inaccurate reporting from people using the
> wrong cats etc
>
> This might go without saying, but just thought I would throw this out
> there.
>
> Kevin
>
> On Tue, Jul 13, 2010 at 11:51 AM, Thad Esser  wrote:
>
>> ** The CI would be server "abc.company.com" with asset tag 123, and
>> serial number 987654321-123456789.
>>
>> Product Catalog (example from one of the Topology Discovery defaults):
>>
>>- Tier 1 - Hardware
>>- Tier 2 - Processing Unit
>>- Tier 3 - Server
>>- Product Name - ProLiant DL380 G4
>>- Manufacturer - HP
>>
>> Server abc.company.com would be categorized as a Proliant DL380.  By
>> using the product categorization on your Incidents, you can discern how
>> often the Proliant DL380s are causing issues.  Or how many times the
>> Proliant's are being changed (via Change Requests).
>>
>> Operational Catalog
>>
>>- Tier 1 - Change (or "Add" or "Remove", etc...)
>>- Tier 2 - Server
>>- Tier 3 - Microsoft
>>
>> Operationally, you can track what is happening to all the Microsoft
>> servers.  Combine this with the product categorization, and you can see how
>> many issues you've had with your Microsoft Proliant DL380s.
>>
>> As has been mentioned, how each company wants to track things varies and
>> can get philosophical.
>>
>> -Thad
>>
>>
>> On Tue, Jul 13, 2010 at 8:34 AM, Martinez, Marcelo A 
>> wrote:
>>
>>>  Just to mix things up a bit more…
>>>
>>> In ITSM training I was told that operational catalog should be
>>> ; and to use “I need to   on my ”. (i.e.
>>> “ I need to INSTALL SOFTWARE on my DESKTOP”).
>>>
>>>
>>>
>>> HTH
>>>
>>>
>>>
>>> Marcelo
>>>
>>>
>>>
>>> *From:* Action Request System discussion list(ARSList) [mailto:
>>> arsl...@arslist.org] *On Behalf Of *vianna...@hotmail.com
>>> *Sent:* Tuesday, July 13, 2010 10:27 AM
>>>
>>> *To:* arslist@ARSLIST.ORG
>>> *Subject:* Re: Operational vs Product Categorization
>>>
>>>
>>>
>>> **
>>>
>>> Thanks, all responses have been useful!
>>>
>>>
>>>
>>> Vi
>>>
>>> On Jul 13, 2010, at 11:22 AM, Thad Esser  wrote:
>>>
>>>  ** Its not perfect, but this is what I reduced it down to:
>>>
>>>- Configuration Items (CIs) - The specific things in your
>>>environment.
>>>- Product Catalog - The different TYPES of those things in your
>>>environment.
>>>- Operational Catalog - The things you DO to the things in your
>>>environment.  "Operationally" how you deal with them.
>>>
>>> Hope that helps
>>>
>>> Thad
>>>
>>> On Tue, Jul 13, 2010 at 8:06 AM, Vianna Vianna 
>>> wrote:
>>> > **
>>> > Hello!
>>> > I've been asked to define Operational and Product Categorization and
>>> > identify the differences between the two.  I'm having a difficult time
>>> > putting it into words. Does anybody have a brief document or something
>>> that
>>> > can help explain why we differentiate now?
>>> >
>>> > Thanks!
>>> >
>>> > Vi
>>> > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>>>
>>> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>>>
>>> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>>>
>>
>> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>
>
>
> --
> Kevin Begosh
> _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: Statement of Direction regarding EOL of Remedy User client has been amended.

[Shellman, David]

LJ,

When I initially read the reply I had the same reservations you were having.  
It seemed that Dave's response was that the ODBC driver was also going away.  
My reply was a wish/hope that the ODBC driver be continued under that portion 
of the statement.

When reading Dave's reply to your question, it seems to be a completely 
different reply concerning the ODBC driver.

So now I'm confused.  Was Dave's reply to my ODBC driver question a general 
response to integration questions?

I guess I'll need to take a deep look at the statement.

Dave

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of LJ LongWing
Sent: Tuesday, July 13, 2010 5:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**
Ahthat's the part I wasn't gettingsee...it's easy to overlook things 
when in a hurry :)

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Shellman, David
Sent: Tuesday, July 13, 2010 3:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**
In the past Remedy admitted that reporting functionality in the desktop client 
was weak.  Other reporting tools like Crystal were suggested as the way to go 
to get "pretty" reports.  It seemed that the ODBC driver was provided as a way 
to access the data using tools like Access, Excel, perl and even Crystal.  The 
AR System ODBC driver also enforced permission access on the forms and data.  
It is fairly easy to show folks how to set up the ODBC driver and setup Access, 
Excel to link to the data.  It seems to me that replacing this process with Web 
Services or automated reports through a web client is not going to be simple.

Hopefully "BMC is investigating methods to enable interaction between local 
applications while ensuring that security concerns are met" will continue to 
consider the use of an ODBC driver.  It's not perfect (limits on join through 
the driver between two forms) but it does provide a standard connection for 
access to data.

Maybe my concern just deals with change and not really understanding how future 
processes can used to easily connect to the AR System data using Access, Excel, 
etc.

Dave


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Tuesday, July 13, 2010 4:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.
**
Hi Dave,

  This is answered in the FAQ section of the Statement of Direction.


1.   I have created an integration with the Remedy User client.  Will that 
integration still be supported in the major or minor versions after AR System 
7.6.03?

2.   No.  Because the Remedy User client itself will become unsupported, 
integrations with the Remedy User client will also become unsupported.  BMC 
recommends that you consider creating an integration that works properly with 
the web client and BMC Remedy Mid Tier prior to the end of life for the Remedy 
User client.

3.   How will the client provided in future versions interact with 
applications local to the user's desktop OS?

4.   Traditional OLE or DDE integrations will not be supported.  However, 
BMC is investigating methods to enable interaction between local applications 
while ensuring that security concerns are met.  Details are not available at 
this time.

5.   Where can I get assistance creating or implementing integrations for 
use by the web client?

6.   A good source of assistance is the BMC Developer 
Network, specifically the 
BMC Remedy AR System 
forum.

There have also been previous conversations here on the ARSList about being 
able to replicate the functionality on the web client using Javascript for many 
of the existing integrations done on the desktop client.

-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:arsl...@arslist.org] On Behalf Of Shellman, David
Sent: Tuesday, July 13, 2010 1:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**
David,

You may not be able to answer this question here.  I'll through it out there 
any way.

We have a number of automated and manual 

Re: Statement of Direction regarding EOL of Remedy User client has been amended.

[LJ LongWing]

Ah..that's the part I wasn't getting..see.it's easy to overlook things when
in a hurry J

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Shellman, David
Sent: Tuesday, July 13, 2010 3:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has
been amended.

 

** 

In the past Remedy admitted that reporting functionality in the desktop
client was weak.  Other reporting tools like Crystal were suggested as the
way to go to get "pretty" reports.  It seemed that the ODBC driver was
provided as a way to access the data using tools like Access, Excel, perl
and even Crystal.  The AR System ODBC driver also enforced permission access
on the forms and data.  It is fairly easy to show folks how to set up the
ODBC driver and setup Access, Excel to link to the data.  It seems to me
that replacing this process with Web Services or automated reports through a
web client is not going to be simple.

 

Hopefully "BMC is investigating methods to enable interaction between local
applications while ensuring that security concerns are met" will continue to
consider the use of an ODBC driver.  It's not perfect (limits on join
through the driver between two forms) but it does provide a standard
connection for access to data.

 

Maybe my concern just deals with change and not really understanding how
future processes can used to easily connect to the AR System data using
Access, Excel, etc.

 

Dave

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Tuesday, July 13, 2010 4:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has
been amended.

** 

Hi Dave,

 

  This is answered in the FAQ section of the Statement of Direction.  

 

1.   I have created an integration with the Remedy User client.  Will
that integration still be supported in the major or minor versions after AR
System 7.6.03?

2.   No.  Because the Remedy User client itself will become unsupported,
integrations with the Remedy User client will also become unsupported.  BMC
recommends that you consider creating an integration that works properly
with the web client and BMC Remedy Mid Tier prior to the end of life for the
Remedy User client.

3.   How will the client provided in future versions interact with
applications local to the user's desktop OS?

4.   Traditional OLE or DDE integrations will not be supported.
However, BMC is investigating methods to enable interaction between local
applications while ensuring that security concerns are met.  Details are not
available at this time.

5.   Where can I get assistance creating or implementing integrations
for use by the web client?

6.   A good source of assistance is the BMC Developer Network
 , specifically the BMC
  Remedy AR System forum.

 

There have also been previous conversations here on the ARSList about being
able to replicate the functionality on the web client using Javascript for
many of the existing integrations done on the desktop client.

 

-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:arsl...@arslist.org] On Behalf Of Shellman, David
Sent: Tuesday, July 13, 2010 1:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has
been amended.

 

** 

David,

 

You may not be able to answer this question here.  I'll through it out there
any way.  

 

We have a number of automated and manual processes that connect to the AR
System from Access, Excel, perl, etc through the AR System ODBC Driver.
With the desktop client coming to an end of life after 7.6.03 will there
still be an ODBC driver or we need to look at an alternative solution in the
future.

 

Dave

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Re: Statement of Direction regarding EOL of Remedy User client has been amended.

[Grooms, Frederick W]

So the question then becomes, "Is BMS thinking about bringing back the separate 
ODBC driver install for Windows?" (since the only way to get the ODBC driver on 
a client machine now is to install the User tool).

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Tuesday, July 13, 2010 3:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**

?  So that's to say that the ODBC driver is also going away 
then.interesting.

Not saying that at all.   What is stated is that integrations currently done 
through the desktop client will not be supported moving forward.

The ODBC driver is used, for example, to integrate with Crystal/Business 
Objects.  That is not affected by this Statement of Direction.

-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:arsl...@arslist.org] On Behalf Of LJ LongWing
Sent: Tuesday, July 13, 2010 1:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**
David,
I'm not sure that statement directly addresses the ODBC DriverI don't know 
about BMC, but I don't personally consider the ODBC to be one and the same with 
the native client, I consider it a driver...it's a driver that gets installed 
with the client...but don't consider one the same as the other.  So that's to 
say that the ODBC driver is also going away then.interesting.

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Tuesday, July 13, 2010 2:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**
Hi Dave,

  This is answered in the FAQ section of the Statement of Direction.


*  I have created an integration with the Remedy User client.  Will 
that integration still be supported in the major or minor versions after AR 
System 7.6.03?

*  No.  Because the Remedy User client itself will become unsupported, 
integrations with the Remedy User client will also become unsupported.  BMC 
recommends that you consider creating an integration that works properly with 
the web client and BMC Remedy Mid Tier prior to the end of life for the Remedy 
User client.

*  How will the client provided in future versions interact with 
applications local to the user's desktop OS?

*  Traditional OLE or DDE integrations will not be supported.  However, 
BMC is investigating methods to enable interaction between local applications 
while ensuring that security concerns are met.  Details are not available at 
this time.

*  Where can I get assistance creating or implementing integrations for 
use by the web client?

*  A good source of assistance is the BMC Developer 
Network, specifically the 
BMC Remedy AR System 
forum.

There have also been previous conversations here on the ARSList about being 
able to replicate the functionality on the web client using Javascript for many 
of the existing integrations done on the desktop client.

-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:arsl...@arslist.org] On Behalf Of Shellman, David
Sent: Tuesday, July 13, 2010 1:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**
David,

You may not be able to answer this question here.  I'll through it out there 
any way.

We have a number of automated and manual processes that connect to the AR 
System from Access, Excel, perl, etc through the AR System ODBC Driver.  With 
the desktop client coming to an end of life after 7.6.03 will there still be an 
ODBC driver or we need to look at an alternative solution in the future.

Dave



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Re: Statement of Direction regarding EOL of Remedy User client has been amended.

[Shellman, David]

In the past Remedy admitted that reporting functionality in the desktop client 
was weak.  Other reporting tools like Crystal were suggested as the way to go 
to get "pretty" reports.  It seemed that the ODBC driver was provided as a way 
to access the data using tools like Access, Excel, perl and even Crystal.  The 
AR System ODBC driver also enforced permission access on the forms and data.  
It is fairly easy to show folks how to set up the ODBC driver and setup Access, 
Excel to link to the data.  It seems to me that replacing this process with Web 
Services or automated reports through a web client is not going to be simple.

Hopefully "BMC is investigating methods to enable interaction between local 
applications while ensuring that security concerns are met" will continue to 
consider the use of an ODBC driver.  It's not perfect (limits on join through 
the driver between two forms) but it does provide a standard connection for 
access to data.

Maybe my concern just deals with change and not really understanding how future 
processes can used to easily connect to the AR System data using Access, Excel, 
etc.

Dave


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Tuesday, July 13, 2010 4:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**
Hi Dave,

  This is answered in the FAQ section of the Statement of Direction.


*I have created an integration with the Remedy User client.  Will that 
integration still be supported in the major or minor versions after AR System 
7.6.03?

o   No.  Because the Remedy User client itself will become unsupported, 
integrations with the Remedy User client will also become unsupported.  BMC 
recommends that you consider creating an integration that works properly with 
the web client and BMC Remedy Mid Tier prior to the end of life for the Remedy 
User client.

*How will the client provided in future versions interact with applications 
local to the user's desktop OS?

o   Traditional OLE or DDE integrations will not be supported.  However, BMC is 
investigating methods to enable interaction between local applications while 
ensuring that security concerns are met.  Details are not available at this 
time.

*Where can I get assistance creating or implementing integrations for use 
by the web client?

o   A good source of assistance is the BMC Developer 
Network, specifically the 
BMC Remedy AR System 
forum.

There have also been previous conversations here on the ARSList about being 
able to replicate the functionality on the web client using Javascript for many 
of the existing integrations done on the desktop client.

-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:arsl...@arslist.org] On Behalf Of Shellman, David
Sent: Tuesday, July 13, 2010 1:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**
David,

You may not be able to answer this question here.  I'll through it out there 
any way.

We have a number of automated and manual processes that connect to the AR 
System from Access, Excel, perl, etc through the AR System ODBC Driver.  With 
the desktop client coming to an end of life after 7.6.03 will there still be an 
ODBC driver or we need to look at an alternative solution in the future.

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

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Re: Statement of Direction regarding EOL of Remedy User client has been amended.

[Easter, David]

Ø  So that's to say that the ODBC driver is also going away 
then.interesting.

Not saying that at all.   What is stated is that integrations currently done 
through the desktop client will not be supported moving forward.

The ODBC driver is used, for example, to integrate with Crystal/Business 
Objects.  That is not affected by this Statement of Direction.

-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:arsl...@arslist.org] On Behalf Of LJ LongWing
Sent: Tuesday, July 13, 2010 1:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**
David,
I'm not sure that statement directly addresses the ODBC DriverI don't know 
about BMC, but I don't personally consider the ODBC to be one and the same with 
the native client, I consider it a driver...it's a driver that gets installed 
with the client...but don't consider one the same as the other.  So that's to 
say that the ODBC driver is also going away then.interesting.

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Tuesday, July 13, 2010 2:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**
Hi Dave,

  This is answered in the FAQ section of the Statement of Direction.


·  I have created an integration with the Remedy User client.  Will 
that integration still be supported in the major or minor versions after AR 
System 7.6.03?

·  No.  Because the Remedy User client itself will become unsupported, 
integrations with the Remedy User client will also become unsupported.  BMC 
recommends that you consider creating an integration that works properly with 
the web client and BMC Remedy Mid Tier prior to the end of life for the Remedy 
User client.

·  How will the client provided in future versions interact with 
applications local to the user's desktop OS?

·  Traditional OLE or DDE integrations will not be supported.  However, 
BMC is investigating methods to enable interaction between local applications 
while ensuring that security concerns are met.  Details are not available at 
this time.

·  Where can I get assistance creating or implementing integrations for 
use by the web client?

·  A good source of assistance is the BMC Developer 
Network, specifically the 
BMC Remedy AR System 
forum.

There have also been previous conversations here on the ARSList about being 
able to replicate the functionality on the web client using Javascript for many 
of the existing integrations done on the desktop client.

-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:arsl...@arslist.org] On Behalf Of Shellman, David
Sent: Tuesday, July 13, 2010 1:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**
David,

You may not be able to answer this question here.  I'll through it out there 
any way.

We have a number of automated and manual processes that connect to the AR 
System from Access, Excel, perl, etc through the AR System ODBC Driver.  With 
the desktop client coming to an end of life after 7.6.03 will there still be an 
ODBC driver or we need to look at an alternative solution in the future.

Dave
_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: 2 ARS on 1 win server

[LJ LongWing]

Marcelo,
I have successfully run two dev servers on one boxwith two email
engines...although that's not technically necessary because a single one can
point to multiple app serversI haven't run multiple assignment
engines...but you also don't need two mid-tiersor not two web servers at
least...it's a bit complicated...but it's possible to get two instances of
mid-tier running within the same tomcat instance simultaneously...

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
Sent: Tuesday, July 13, 2010 2:40 PM
To: arslist@ARSLIST.ORG
Subject: 2 ARS on 1 win server

Is it possible to have 2 ARS/ITSM installations running on one windows
server?

I currently have a virtual server running ARS7.1/ITSM 7.0.03, and acting as
my DEV box. I would like to create a new ARS7.5/ITSM7.6 development instance
on the same server.  Instead of incurring the costs of a new server, I am
wondering if I can have 2 DEV server installs on the same box. The DBs will
be on separate SQL server. I stress the "DEV" word because the only user
logging in, will be me. So user performance impact will not be such an
issue. but this does mean 2 approval servers, 2 assignment engines, 2
mid-tiers, etc.

TIA,
Marcelo Martinez


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2 ARS on 1 win server

[Martinez, Marcelo A]

Is it possible to have 2 ARS/ITSM installations running on one windows server?

I currently have a virtual server running ARS7.1/ITSM 7.0.03, and acting as my 
DEV box. I would like to create a new ARS7.5/ITSM7.6 development instance on 
the same server.  Instead of incurring the costs of a new server, I am 
wondering if I can have 2 DEV server installs on the same box. The DBs will be 
on separate SQL server. I stress the "DEV" word because the only user logging 
in, will be me. So user performance impact will not be such an issue. but this 
does mean 2 approval servers, 2 assignment engines, 2 mid-tiers, etc.

TIA,
Marcelo Martinez

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Re: RKM 7.5 Installation - Midtier or Application Server ?

[Pargeter, Christie :CO IS]

I did have 2 issues that went to someone else.  The first one Carrie did get 
involved because he was new.  The 2nd one was validating some information and 
knowing that Carrie would have had to train this person I am confidant of the 
answer.



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza
Sent: Tuesday, July 13, 2010 1:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.5 Installation - Midtier or Application Server ?


** 
Been a little over a year since I had to deal with RKM, but that was my 
experience as well. Any and almost all of my RKM related issues went through 
Carried Rodrigues. The good news is she knows her stuff..
 
I wonder if they have a backout plan if she ever decides to quit doing what she 
is now..
 
Joe



From: "Pierson, Shawn" 
To: arslist@ARSLIST.ORG
Sent: Tue, July 13, 2010 2:29:37 PM
Subject: Re: RKM 7.5 Installation - Midtier or Application Server ?

** 

I don't think BMC has anyone other than Carrie supporting RKM because I always 
get her with my RKM issues as well.  Not that I'm complaining, though, because 
she tends to get problems solved right away on the first call.

 

Shawn Pierson

 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kevin Begosh
Sent: Tuesday, July 13, 2010 12:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.5 Installation - Midtier or Application Server ?

 

** I was actually going to say that before when you said RKM team, it always 
ended up being Carrie

On Tue, Jul 13, 2010 at 1:13 PM, Pargeter, Christie :CO IS  
wrote:

** 

It is serious.  Carrie on the RKM team has always fixed all my issues with 
great customer service & quickly!

 



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kevin Begosh

Sent: Tuesday, July 13, 2010 9:09 AM 


To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.5 Installation - Midtier or Application Server ?

 

** yup, I can't tell if the all caps WONDERFUL is genuine or Sarcastic :) 

 

On Tue, Jul 13, 2010 at 12:02 PM, Pargeter, Christie :CO IS  
wrote:

** 

BMC does recommend that they be on different servers but will support you if 
they are on the same server and the RKM group is WONDERFUL to work with.

 



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kevin Begosh

Sent: Tuesday, July 13, 2010 8:46 AM 


To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.5 Installation - Midtier or Application Server ?

 

** Those are the same issues I ran into and thats why I typically have them 
seperated. 

 

On Tue, Jul 13, 2010 at 11:14 AM, Pierson, Shawn  wrote:

** 

We recently moved RKM to its own server due to performance issues and issues 
dealing with shared files in Tomcat when we would apply patches or upgrades.  
It is definitely feasible to have RKM and the Mid Tier on the same server, and 
we ran with that for quite a while, but it's easier to support RKM onto its own 
server.

 

Thanks,

 

Shawn Pierson

 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kevin Begosh
Sent: Tuesday, July 13, 2010 9:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.5 Installation - Midtier or Application Server ?

 

** Just curious how many people recommend having the two (Mid Tier, RKM) on the 
same server and how many recommend them on two separate servers.

On Tue, Jul 13, 2010 at 10:35 AM, Pargeter, Christie :CO IS  
wrote:

On the MidTier server.  RKM requires web components.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of "Mario Röhr"
Sent: Monday, July 12, 2010 11:51 PM
To: arslist@ARSLIST.ORG
Subject: RKM 7.5 Installation - Midtier or Application Server ?

Hello Listers,

if you have a classical 3 tier environment, where to install BMC RKM, on the 
MidTier Server or on the Server where AR Server is installed?

Thanks in advance.

Mario


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Re: Statement of Direction regarding EOL of Remedy User client has been amended.

[LJ LongWing]

David,

I'm not sure that statement directly addresses the ODBC Driver..I don't know
about BMC, but I don't personally consider the ODBC to be one and the same
with the native client, I consider it a driver.it's a driver that gets
installed with the client.but don't consider one the same as the other.  So
that's to say that the ODBC driver is also going away then...interesting.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Tuesday, July 13, 2010 2:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has
been amended.

 

** 

Hi Dave,

 

  This is answered in the FAQ section of the Statement of Direction.  

 

.  I have created an integration with the Remedy User client.  Will
that integration still be supported in the major or minor versions after AR
System 7.6.03?

.  No.  Because the Remedy User client itself will become
unsupported, integrations with the Remedy User client will also become
unsupported.  BMC recommends that you consider creating an integration that
works properly with the web client and BMC Remedy Mid Tier prior to the end
of life for the Remedy User client.

.  How will the client provided in future versions interact with
applications local to the user's desktop OS?

.  Traditional OLE or DDE integrations will not be supported.
However, BMC is investigating methods to enable interaction between local
applications while ensuring that security concerns are met.  Details are not
available at this time.

.  Where can I get assistance creating or implementing integrations
for use by the web client?

.  A good source of assistance is the BMC Developer Network
 , specifically the BMC
  Remedy AR System forum.

 

There have also been previous conversations here on the ARSList about being
able to replicate the functionality on the web client using Javascript for
many of the existing integrations done on the desktop client.

 

-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:arsl...@arslist.org] On Behalf Of Shellman, David
Sent: Tuesday, July 13, 2010 1:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has
been amended.

 

** 

David,

 

You may not be able to answer this question here.  I'll through it out there
any way.  

 

We have a number of automated and manual processes that connect to the AR
System from Access, Excel, perl, etc through the AR System ODBC Driver.
With the desktop client coming to an end of life after 7.6.03 will there
still be an ODBC driver or we need to look at an alternative solution in the
future.

 

Dave

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


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

[Andrew Hicox]

Hello everyone:

can anyone elaborate on how to trick the 7.1 ar_install into doing it's thing 
on CentOS?
I tried to follow the script through, but it gets rather complicated in there. 
If anyone has a quick hack on hand, I'd sure appreciate it.

thanks,

-Andrew


On Feb 12, 2010, at 2:44 PM, Rabi Tripathi wrote:

> Thanks Danny. That helps.
> 
> On Thu, Feb 11, 2010 at 1:46 PM, Danny Kellett 
>  wrote:
> 
>Yep, I have it running on a vm on Centos 4. Something. The AR version is 
> 7.1
>and ITSM 7.03.
> 
>You have to edit the ar_install script to fool it as it looks for Red Hat
>etc though.
> 
>-Original Message-
>From: Action Request System discussion list(ARSList)
>[mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi
>Sent: 11 February 2010 18:42
>To: arslist@ARSLIST.ORG
>Subject: CentOS: Installing ARS 7.x, ITSM 7.x on
> 
>Doable? Any caveats?
> 
>I'm trying to put together a test box. Decided to build my own machine 
> using
>freebies after chasing the "system" people to get me a RHEL box or VM, with
>no results. >:(  (That's supposed to be an "angry and sad" emoticon).
> 
>I will be setting up my own Oracle and perhaps apache instance as well. On
>CentOS. Fun.
> 
> 
> 
> 
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Re: Statement of Direction regarding EOL of Remedy User client has been amended.

[Easter, David]

Hi Dave,

  This is answered in the FAQ section of the Statement of Direction.


*I have created an integration with the Remedy User client.  Will that 
integration still be supported in the major or minor versions after AR System 
7.6.03?

o   No.  Because the Remedy User client itself will become unsupported, 
integrations with the Remedy User client will also become unsupported.  BMC 
recommends that you consider creating an integration that works properly with 
the web client and BMC Remedy Mid Tier prior to the end of life for the Remedy 
User client.

*How will the client provided in future versions interact with applications 
local to the user's desktop OS?

o   Traditional OLE or DDE integrations will not be supported.  However, BMC is 
investigating methods to enable interaction between local applications while 
ensuring that security concerns are met.  Details are not available at this 
time.

*Where can I get assistance creating or implementing integrations for use 
by the web client?

o   A good source of assistance is the BMC Developer 
Network, specifically the 
BMC Remedy AR System 
forum.

There have also been previous conversations here on the ARSList about being 
able to replicate the functionality on the web client using Javascript for many 
of the existing integrations done on the desktop client.

-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:arsl...@arslist.org] On Behalf Of Shellman, David
Sent: Tuesday, July 13, 2010 1:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**
David,

You may not be able to answer this question here.  I'll through it out there 
any way.

We have a number of automated and manual processes that connect to the AR 
System from Access, Excel, perl, etc through the AR System ODBC Driver.  With 
the desktop client coming to an end of life after 7.6.03 will there still be an 
ODBC driver or we need to look at an alternative solution in the future.

Dave

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Re: RKM 7.5 Installation - Midtier or Application Server ?

[Joe DeSouza]

Been a little over a year since I had to deal with RKM, but that was my 
experience as well. Any and almost all of my RKM related issues went through 
Carried Rodrigues. The good news is she knows her stuff..

I wonder if they have a backout plan if she ever decides to quit doing what she 
is now..

Joe




From: "Pierson, Shawn" 
To: arslist@ARSLIST.ORG
Sent: Tue, July 13, 2010 2:29:37 PM
Subject: Re: RKM 7.5 Installation - Midtier or Application Server ?

** 
I don’t think BMC has anyone other than Carrie supporting RKM because I always 
get her with my RKM issues as well.  Not that I’m complaining, though, because 
she tends to get problems solved right away on the first call.
 
Shawn Pierson
 
From:Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] 
On Behalf Of Kevin Begosh
Sent: Tuesday, July 13, 2010 12:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.5 Installation - Midtier or Application Server ?
 
** I was actually going to say that before when you said RKM team, it always 
ended up being Carrie
On Tue, Jul 13, 2010 at 1:13 PM, Pargeter, Christie :CO IS  
wrote:
** 
It is serious.  Carrie on the RKM team has always fixed all my issues with 
great 
customer service & quickly!
 



From:Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] 
On Behalf Of Kevin Begosh
Sent:Tuesday, July 13, 2010 9:09 AM 

To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.5 Installation - Midtier or Application Server ?
 
** yup, I can't tell if the all caps WONDERFUL is genuine or Sarcastic :) 
 
On Tue, Jul 13, 2010 at 12:02 PM, Pargeter, Christie :CO IS  
wrote:
** 
BMC does recommend that they be on different servers but will support you if 
they are on the same server and the RKM group is WONDERFUL to work with.
 



From:Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] 
On Behalf Of Kevin Begosh
Sent:Tuesday, July 13, 2010 8:46 AM 

To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.5 Installation - Midtier or Application Server ?
 
** Those are the same issues I ran into and thats why I typically have them 
seperated. 

 
On Tue, Jul 13, 2010 at 11:14 AM, Pierson, Shawn  wrote:
** 
We recently moved RKM to its own server due to performance issues and issues 
dealing with shared files in Tomcat when we would apply patches or upgrades.  
It 
is definitely feasible to have RKM and the Mid Tier on the same server, and we 
ran with that for quite a while, but it’s easier to support RKM onto its own 
server.
 
Thanks,
 
Shawn Pierson
 
From:Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] 
On Behalf Of Kevin Begosh
Sent: Tuesday, July 13, 2010 9:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.5 Installation - Midtier or Application Server ?
 
** Just curious how many people recommend having the two (Mid Tier, RKM) on the 
same server and how many recommend them on two separate servers.
On Tue, Jul 13, 2010 at 10:35 AM, Pargeter, Christie :CO IS  
wrote:
On the MidTier server.  RKM requires web components.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of "Mario Röhr"
Sent: Monday, July 12, 2010 11:51 PM
To: arslist@ARSLIST.ORG
Subject: RKM 7.5 Installation - Midtier or Application Server ?

Hello Listers,

if you have a classical 3 tier environment, where to install BMC RKM, on the 
MidTier Server or on the Server where AR Server is installed?

Thanks in advance.

Mario




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Re: Poor performance while saving Incidents

[Guillaume Rheault]

Very good point Juan

It'sis actually advised to put the indexes in a different tablespace than the 
tables; the index tablespace should be in a different device than the table 
tablespace, so that there is no contention between inserts and updates on 
indexes and tables

Guillaume

From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of Juan Ingles [juan.n...@gmail.com]
Sent: Monday, July 12, 2010 7:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: Poor performance while saving Incidents

John,
In the bigger picture it's not really a matter of raw performance at
the DB level -- it's a matter of resource contention.

Some actions performed while inserting or updating an index entry end
up issuing a lock on the resource(s) being used. While it is locked,
nothing else can insert, update, and some times even query.

Nutshell: It doesn't matter if the action only takes .002 seconds if
you have to wait 2 seconds for your turn.

Start increasing the number of concurrent users creating tickets for
your test and you will eventually get to your +1 second.


Juan Ingles



P.S. I don't think anyone is saying that indexes are a bad thing, just
that you have to be careful.



On Mon, Jul 12, 2010 at 3:16 PM, John Sundberg
 wrote:
> **
> DESIGN DISCUSSION...
>
> Although technically true (takes more time) -- has anybody ever seen an
> average index insert take > 1 second to insert the index info?
> Meaning -- you submit a record -- it took 1 second.
> After adding an index - it now takes 2 seconds.
>
> Index population is raw at the db level (no Remedy workflow involved) -- if
> I look at actual db inserts -- they are .001 seconds. (normally)
>
> I do not think additional indexes are that bad.
>
> -John
>
>
> On Jul 12, 2010, at 5:02 PM, Patrick Zandi wrote:
> **
> My suggestion is too many indexes  More indexes the slower the saving of
> the form.   Test it
>
> Sent from my iPhone
> On Jul 12, 2010, at 4:14 PM, "Garrison, Sean (Norcross)"
>  wrote:
>
> **
>
> Setting the field in the configuration file is not enough.  You have to also
> run the stored procedure to update all of the tables to “In-Row” storage.
> Any new tables created by the arserver will use in-row storage.  The lob
> storage conversion stored procedure is found in the
> “RemedyAndOracleCLOBs.pdf” document.
>
>
>
> Other things to check:
>
>
>
> 1.Do you have a lot of Indexes on HPD:HelpDesk?  If so consider
> reducing any unnecessary indexes.  The more indexes you add the slower the
> “INSERT INTO” sql statement …
>
> 2.   Do you have any custom workflow that may be causing a delay?
>
> 3.   Have you considered increasing the memory available to the DB?  (By
> far the biggest performance improvement you will get)
>
> 4.   Do you have Oracle Cursor sharing set to SIMILAR on both the Oracle
> DB and in the ar.conf file?
>
>
>
> Thanks,
>
>
>
> Sean
>
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of SriSamSri Appecherla
> Sent: Monday, July 12, 2010 4:00 PM
> To: arslist@ARSLIST.ORG
> Subject: Poor performance while saving Incidents
>
>
>
> **
>
> Hi,
>
>
>
> Creating incidents is taking a lot of time.
>
>
>
> When I create an Incident, it is taking about 20-25 seconds to save, though
> I have set the Store LOB in row option from the server information window. I
> checked the SQL logs and found that a lot of time is wasted while setting
> the LOB fields.
>
> ARS 7.5, Patch 3 (in server group)
>
> Oracle 11g
>
> Sun Solaris 10
>
>
>
> Please help.
>
> 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"_
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
> --
> John Sundberg
>
> Kinetic Data, Inc.
> "Building a Better Service Experience"
> Recipient of the WWRUG09 Innovator of the Year Award
>
> john.sundb...@kineticdata.com
> 651.556.0930  I  www.kineticdata.com
>
>
>
>
>
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Statement of Direction regarding EOL of Remedy User client has been amended.

[Shellman, David]

David,

You may not be able to answer this question here.  I'll through it out there 
any way.

We have a number of automated and manual processes that connect to the AR 
System from Access, Excel, perl, etc through the AR System ODBC Driver.  With 
the desktop client coming to an end of life after 7.6.03 will there still be an 
ODBC driver or we need to look at an alternative solution in the future.

Dave

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Tuesday, July 13, 2010 2:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**
Hi Peter,

  There are several options for this situation:


1.   As announced, AR System 7.6.03 will include an embedded reporting 
engine that will enable ITSM OOTB reports to be displayed on the web client 
without the need for Crystal / Business Objects.  Customers who use Crystal / 
Business Objects only for web-client reporting purposes may choose to use this 
option and remove Crystal / Business Objects from their environment.  This 
addresses those customer who have not purchased the Crystal / Business Objects 
infrastructure needed to view reports on the web client.  No additional 
purchase is therefore required.

a.   In addition, the most commonly used ITSM OOTB reports are being 
converted from Crystal to this new reporting technology so that  they can be 
viewed on the web client without requiring Crystal / Business Objects 
Enterprise.

2.   BMC has introduced an option to upgrade the BMC Analytics product to a 
premium version that can serve as the Business Objects Premium server necessary 
for integration with the AR System Mid-Tier.  With this option, customers no 
longer need to purchase their Crystal or Business Objects Enterprise Server 
from SAP.  This upgrade option has an additional benefit of being  more 
economical in price than the offerings from SAP directly.

3.   Customers who have invested in their Crystal / Business Objects 
environment will continue to be supported through the web client and 
integration with the Mid-Tier.  Crystal / Business Objects support in AR System 
7.6.03 is being updated to the Business Objects XI 3.1 version.


-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:arsl...@arslist.org] On Behalf Of Lammey, Peter A.
Sent: Tuesday, July 13, 2010 11:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**
David,

How will Crystal Reporting for the Remedy ITSM applications be supported after 
version 7.6.03 if the Remedy User client is no longer going to be supported?
Will any companies who adopt versions after 7.6.03 be required to purchase a 
Crystal Enterprise or BI Server and license it in order to use the OOB reports 
for ITSM?
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 Easter, David
Sent: Tuesday, July 13, 2010 2:28 PM
To: arslist@ARSLIST.ORG
Subject: Statement of Direction regarding EOL of Remedy User client has been 
amended.

**

I wanted to alert everyone that the following Statement of Direction has been 
amended.



(Statement of Direction) End of Life for BMC Remedy User  
PDF



http://documents.bmc.com/products/documents/61/94/106194/106194.pdf



The reason for amendment is as follows:



Due to changes in market needs that occurred after the original statement in 
October 2009, the version number for AR System was changed to enable AR System 
to synchronize its version number with other BMC products releasing in the same 
time frame.  In addition, BMC has accelerated the end-of-life for the Remedy 
User client to occur in the next major or minor release after 7.6.03.



The FAQ section of the Statement of Direction has been updated to address 
questions around this amendment as well.

-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.






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_

Using DataManagement Tool for Incidents?

[Scott Philben]

Listers:

Anyone here use the 7.5/7.6 DataManagement tool for importing transaction data 
into the Incident and Infrastructure Change forms? Does it work? Does it work 
well?

Thanks.

-scott

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Identification & Reconcilitation

[Boyd, Rebecca E.]

Hello,

We are using Atrium Core Console 7.5.00.

When I run a reconciliation job I can hover over the status bar to see
how many items were processed, how many failed, how many were
successful, etc.

Is there any way I can see exactly what CIs were touched & what was done
to them,  even if everything is reported as 100% successful? 

Thanks,

Rebecca

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Re: False differences in Migrator "Differences" report

[Martin, Dwayne]

Thanks, Kevin,

I have "Timestamp" disabled in both the Migration and Differences masks, but 
they still show up in the Differences report.  I checked "Synchronize 
Difference Masks" and "Synchronize Migration Masks" (a bit of overkill), but 
the Differences report still lists Timestamp, and flags Filters with different 
values.

And now a new problem:  When I try to run a Migration I get a "Server Timeout." 
 I restarted both the Migrator and the Destination Server (I couldn't restart 
the Source Server because people are using it), but it doesn't help.  The 
Migrator has no problem connecting to the server when it is creating the 
report, just when it is trying to migrate.  The WUT also has no problem 
connecting to the server.

Dwayne

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kevin Begosh
Sent: Tuesday, July 13, 2010 10:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: False differences in Migrator "Differences" report

** There may be small differences that I have seen before like last modified by 
date, last modfied by etc...  When I do a diff report I usually filter out some 
of those things so they do not show.  This might be your case but I know small 
things like that show up.
On Tue, Jul 13, 2010 at 8:20 AM, Martin, Dwayne 
mailto:marti...@jmu.edu>> wrote:
**
Dear List,
I am trying to use the Migrator tool "Differences" report to reconcile our 
Development server with the Production server.  The report is supposed to list 
objects that are different between the two servers in red.  But it shows in red 
hundreds of Remedy-created objects, such as Approval Server and Business Time 
Segment filters, that should be identical.  It doesn't say what the difference 
is.  If I display the objects themselves they look identical.  Just in case 
there are hidden difference, I migrated ten of the filters, but when I run the 
report again, those same filter appear once again in red.
What is going on?
(ARS 7.1 p3, Migrator 7.5, RH Linux server, Oracle 10.2 db)
Dwayne Martin
James Madison University

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Re: Statement of Direction regarding EOL of Remedy User client has been amended.

[Easter, David]

Hi Peter,

  There are several options for this situation:


1.   As announced, AR System 7.6.03 will include an embedded reporting 
engine that will enable ITSM OOTB reports to be displayed on the web client 
without the need for Crystal / Business Objects.  Customers who use Crystal / 
Business Objects only for web-client reporting purposes may choose to use this 
option and remove Crystal / Business Objects from their environment.  This 
addresses those customer who have not purchased the Crystal / Business Objects 
infrastructure needed to view reports on the web client.  No additional 
purchase is therefore required.

a.   In addition, the most commonly used ITSM OOTB reports are being 
converted from Crystal to this new reporting technology so that  they can be 
viewed on the web client without requiring Crystal / Business Objects 
Enterprise.

2.   BMC has introduced an option to upgrade the BMC Analytics product to a 
premium version that can serve as the Business Objects Premium server necessary 
for integration with the AR System Mid-Tier.  With this option, customers no 
longer need to purchase their Crystal or Business Objects Enterprise Server 
from SAP.  This upgrade option has an additional benefit of being  more 
economical in price than the offerings from SAP directly.

3.   Customers who have invested in their Crystal / Business Objects 
environment will continue to be supported through the web client and 
integration with the Mid-Tier.  Crystal / Business Objects support in AR System 
7.6.03 is being updated to the Business Objects XI 3.1 version.


-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:arsl...@arslist.org] On Behalf Of Lammey, Peter A.
Sent: Tuesday, July 13, 2010 11:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**
David,

How will Crystal Reporting for the Remedy ITSM applications be supported after 
version 7.6.03 if the Remedy User client is no longer going to be supported?
Will any companies who adopt versions after 7.6.03 be required to purchase a 
Crystal Enterprise or BI Server and license it in order to use the OOB reports 
for ITSM?
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 Easter, David
Sent: Tuesday, July 13, 2010 2:28 PM
To: arslist@ARSLIST.ORG
Subject: Statement of Direction regarding EOL of Remedy User client has been 
amended.

**

I wanted to alert everyone that the following Statement of Direction has been 
amended.



(Statement of Direction) End of Life for BMC Remedy User  
PDF



http://documents.bmc.com/products/documents/61/94/106194/106194.pdf



The reason for amendment is as follows:



Due to changes in market needs that occurred after the original statement in 
October 2009, the version number for AR System was changed to enable AR System 
to synchronize its version number with other BMC products releasing in the same 
time frame.  In addition, BMC has accelerated the end-of-life for the Remedy 
User client to occur in the next major or minor release after 7.6.03.



The FAQ section of the Statement of Direction has been updated to address 
questions around this amendment as well.

-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.






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

Please consider the environment before printing this e-mail.
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Re: Statement of Direction regarding EOL of Remedy User client has been amended.

[Lammey, Peter A.]

David,

How will Crystal Reporting for the Remedy ITSM applications be supported after 
version 7.6.03 if the Remedy User client is no longer going to be supported?
Will any companies who adopt versions after 7.6.03 be required to purchase a 
Crystal Enterprise or BI Server and license it in order to use the OOB reports 
for ITSM?
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 Easter, David
Sent: Tuesday, July 13, 2010 2:28 PM
To: arslist@ARSLIST.ORG
Subject: Statement of Direction regarding EOL of Remedy User client has been 
amended.

**

I wanted to alert everyone that the following Statement of Direction has been 
amended.



(Statement of Direction) End of Life for BMC Remedy User  
PDF



http://documents.bmc.com/products/documents/61/94/106194/106194.pdf



The reason for amendment is as follows:



Due to changes in market needs that occurred after the original statement in 
October 2009, the version number for AR System was changed to enable AR System 
to synchronize its version number with other BMC products releasing in the same 
time frame.  In addition, BMC has accelerated the end-of-life for the Remedy 
User client to occur in the next major or minor release after 7.6.03.



The FAQ section of the Statement of Direction has been updated to address 
questions around this amendment as well.

-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.






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

Please consider the environment before printing this e-mail.

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Re: RKM 7.5 Installation - Midtier or Application Server ?

[Pierson, Shawn]

I don't think BMC has anyone other than Carrie supporting RKM because I always 
get her with my RKM issues as well.  Not that I'm complaining, though, because 
she tends to get problems solved right away on the first call.

Shawn Pierson

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kevin Begosh
Sent: Tuesday, July 13, 2010 12:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.5 Installation - Midtier or Application Server ?

** I was actually going to say that before when you said RKM team, it always 
ended up being Carrie
On Tue, Jul 13, 2010 at 1:13 PM, Pargeter, Christie :CO IS 
mailto:cparg...@lhs.org>> wrote:
**
It is serious.  Carrie on the RKM team has always fixed all my issues with 
great customer service & quickly!


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kevin 
Begosh
Sent: Tuesday, July 13, 2010 9:09 AM

To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.5 Installation - Midtier or Application Server ?

** yup, I can't tell if the all caps WONDERFUL is genuine or Sarcastic :)

On Tue, Jul 13, 2010 at 12:02 PM, Pargeter, Christie :CO IS 
mailto:cparg...@lhs.org>> wrote:
**
BMC does recommend that they be on different servers but will support you if 
they are on the same server and the RKM group is WONDERFUL to work with.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kevin 
Begosh
Sent: Tuesday, July 13, 2010 8:46 AM

To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.5 Installation - Midtier or Application Server ?

** Those are the same issues I ran into and thats why I typically have them 
seperated.

On Tue, Jul 13, 2010 at 11:14 AM, Pierson, Shawn 
mailto:shawn.pier...@sug.com>> wrote:
**
We recently moved RKM to its own server due to performance issues and issues 
dealing with shared files in Tomcat when we would apply patches or upgrades.  
It is definitely feasible to have RKM and the Mid Tier on the same server, and 
we ran with that for quite a while, but it's easier to support RKM onto its own 
server.

Thanks,

Shawn Pierson

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kevin 
Begosh
Sent: Tuesday, July 13, 2010 9:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.5 Installation - Midtier or Application Server ?

** Just curious how many people recommend having the two (Mid Tier, RKM) on the 
same server and how many recommend them on two separate servers.
On Tue, Jul 13, 2010 at 10:35 AM, Pargeter, Christie :CO IS 
mailto:cparg...@lhs.org>> wrote:
On the MidTier server.  RKM requires web components.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of "Mario 
Röhr"
Sent: Monday, July 12, 2010 11:51 PM
To: arslist@ARSLIST.ORG
Subject: RKM 7.5 Installation - Midtier or Application Server ?

Hello Listers,

if you have a classical 3 tier environment, where to install BMC RKM, on the 
MidTier Server or on the Server where AR Server is installed?

Thanks in advance.

Mario

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Answers Are"_



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Statement of Direction regarding EOL of Remedy User client has been amended.

[Easter, David]

I wanted to alert everyone that the following Statement of Direction has been 
amended.



(Statement of Direction) End of Life for BMC Remedy User  
PDF



http://documents.bmc.com/products/documents/61/94/106194/106194.pdf



The reason for amendment is as follows:



Due to changes in market needs that occurred after the original statement in 
October 2009, the version number for AR System was changed to enable AR System 
to synchronize its version number with other BMC products releasing in the same 
time frame.  In addition, BMC has accelerated the end-of-life for the Remedy 
User client to occur in the next major or minor release after 7.6.03.



The FAQ section of the Statement of Direction has been updated to address 
questions around this amendment as well.

-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.







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Re: CMDB and AIE baseline white paper

[Jason Miller]

If you find it off list please post it.  It sounds like a good one to read.

Jason

On Tue, Jul 13, 2010 at 7:52 AM, Timothy Powell <
timothy.pow...@pbs-consulting.com> wrote:

> **
>
> No sir. I have that one, but thank you.
>
> Tim
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Jason Miller
> *Sent:* Tuesday, July 13, 2010 12:34 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: CMDB and AIE baseline white paper
>
>
>
> ** Is this the one you are looking for: Performance and Scalability of BMC
> Remedy ITSM Suite 7.5.01 and BMC Atrium CMDB 7.5.00 Patch 1 on Solaris 10
> Conducted at the Sun Solution Center
>
>
> Here is the link:
> http://documents.bmc.com/supportu/documents/46/71/104671/104671.pdf
>
> Jason
>
> On Mon, Jul 12, 2010 at 2:47 PM, Timothy Powell <
> timothy.pow...@pbs-consulting.com> wrote:
>
> **
>
> I’m reaching out here.
>
> I recall reading a white paper authored by BMC which gave some performance
> measures regarding CMDB activities.
>
> Specifically it detailed some various server configurations and then gave a
> number of CI’s processed per second/hour for load, identify and merge
> activities.
>
> I do not recall what version of the CMDB and/or AIE the white paper was
> authored against. I just recall reading it once.
>
> I need it again, but cannot locate it.
>
> If anybody has this or knows the name of the paper, please share.
>
>
>
> Thanks in advance.
>
>
>
> Tim Powell
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
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RKM 7.5 Installation - Midtier or Application Server ?

[John Baker]

All,

There's no good reason to run RKM on another server unless your server is
lacking in memory.  There are few good reasons to run Midtier and RKM in a
separate Tomcat instance, although if you don't trust one or the other to
manage memory properly, then it's the right thing to do.

Given most decent servers have in excess of 4gigs of RAM, you can run two
Tomcat instances with the JVM heap size set to a maximum of 2gigs (which
is all you can have on a 32bit JVM), although I'd question whether RKM
needs half a gig, let alone 2gigs (it's not exactly a heavy weight
application, but profiling will tell you everything).

The main consumption of memory with a Midtier seems to be workflow
caching, so no problem is solved by throwing memory at a Midtier that runs
a small custom application (indeed, it's an exercise that may result in
slower performance as the caches are cleared and the JVM Garbage Collector
kicks in).  If you're running ITSM, it seems as if lots of memory is the
answer - but keep your Java ms setting to 90% of the mx setting (a greater
gap usually results in slower performance).

So my advice is, run two Tomcat instances and allocate memory correctly,
and us a proper profiling tool to simulate usage on each Tomcat instance,
and gather stats from the JVM - at some point, I'll record a movie on how
to profile Midtier.  For the impatient, Google jconsole.


John


-- 
Java System Solutions
SSO for the AR System
http://www.javasystemsolutions.com/jss/ssoplugin

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Re: create a file and attach it to current form??????

[LJ LongWing]

Kim,
I don't know if the other suggestions worked for you or not...but I would
suggest against this type of workflow.  First, it will only work in the
native client which as discussed is on its last leg from a support
perspective...secondly, an errant " in your $tmp_Text for File$ field would
throw your parameters off and not create the file expected.  If you are
looking to create a file on their client, I would suggest creating it on the
server, attach it to the record they are on, and provide them with a prompt
of where to save itjust a thought.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kim Santana
Sent: Monday, July 12, 2010 3:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: create a file and attach it to current form??

I am trying to create an AL that will take some text and create a file on
the c drive of the client.


This is the command I am trying to use. 

cmd cd c:\echo "$tmp_Text For File$">"$Infrastructure Change ID$".csv

this command works fine and a file is created when run directly in a command
line (I substitute the fields with data)



This command seems also run fine when I turn on client logging



when the command is run in the AL
a command window pops up : c:\Program Files|AR System\ User

 Why , Why, Why,   is this happening


Arsystem 7.1 patch 5
Windows 2003
SQL 2005



Kimberly



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Friday, June 25, 2010 2:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: create a file and attach it to current form??

I haven't done it on Windows but here is the basic logic I would use.

Collect your data (could be into a field)
Output your data to a file on the server (using echo or the notify action)
Use the PERFORM-ACTION-ADD-ATTACHMENT command in a Set Fields action

For more info on the Notify action use the Help -> Contents and Index in
your admin tool and display the "The Notify filter or escalation action"
topic.

Fred


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kim Santana
Sent: Friday, June 25, 2010 1:40 PM
To: arslist@ARSLIST.ORG
Subject: create a file and attach it to current form??

Has anyone built workflow or can point me in the right direction to do the
following?

On a form>collect data from a "table walk"> save to a file> and attach that
file to an attachment field/pool on the current form? WHITHOUT manual
intervention?

I have attempted to use the open window action>destination = file (but
attachment fields are visible in the list)



MS SQL 2005
Windows 2003
AR System 7.1Patch 007

Very much appreciated.

Kimberly Santana
Sr. Remedy Systems Engineer
PHASE*FORWARD


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ARdataimport failure in 7.5

[Jaffaree, Shamhoon]

Hi,

I am trying to run the data import command using shell script , when I run the 
script from home/remedy/.../api/lib path it is executing and importing the data 
but when I run it from any other directory it is giving me the following error
Exception in thread "main" java.lang.NoClassDefFoundError: 
com/bmc/arsys/apiext/data/DataImport
I have ARS 7.5 running on Linux
Thanks
Shamhoon Zenath Jaffaree

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Re: RKM 7.5 Installation - Midtier or Application Server ?

[Kevin Begosh]

I was actually going to say that before when you said RKM team, it always
ended up being Carrie

On Tue, Jul 13, 2010 at 1:13 PM, Pargeter, Christie :CO IS  wrote:

> **
> It is serious.  Carrie on the RKM team has always fixed all my issues with
> great customer service & quickly!
>
>  --
>  *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Kevin Begosh
> *Sent:* Tuesday, July 13, 2010 9:09 AM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: RKM 7.5 Installation - Midtier or Application Server ?
>
> ** yup, I can't tell if the all caps WONDERFUL is genuine or Sarcastic :)
>
>
> On Tue, Jul 13, 2010 at 12:02 PM, Pargeter, Christie :CO IS <
> cparg...@lhs.org> wrote:
>
>> **
>> BMC does recommend that they be on different servers but will support you
>> if they are on the same server and the RKM group is WONDERFUL to work with.
>>
>>  --
>>  *From:* Action Request System discussion list(ARSList) [mailto:
>> arsl...@arslist.org] *On Behalf Of *Kevin Begosh
>> *Sent:* Tuesday, July 13, 2010 8:46 AM
>>
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: RKM 7.5 Installation - Midtier or Application Server ?
>>
>> ** Those are the same issues I ran into and thats why I typically have
>> them seperated.
>>
>>
>> On Tue, Jul 13, 2010 at 11:14 AM, Pierson, Shawn 
>> wrote:
>>
>>> **
>>>
>>> We recently moved RKM to its own server due to performance issues and
>>> issues dealing with shared files in Tomcat when we would apply patches or
>>> upgrades.  It is definitely feasible to have RKM and the Mid Tier on the
>>> same server, and we ran with that for quite a while, but it’s easier to
>>> support RKM onto its own server.
>>>
>>>
>>>
>>> Thanks,
>>>
>>>
>>>
>>> Shawn Pierson
>>>
>>>
>>>
>>> *From:* Action Request System discussion list(ARSList) [mailto:
>>> arsl...@arslist.org] *On Behalf Of *Kevin Begosh
>>> *Sent:* Tuesday, July 13, 2010 9:55 AM
>>> *To:* arslist@ARSLIST.ORG
>>> *Subject:* Re: RKM 7.5 Installation - Midtier or Application Server ?
>>>
>>>
>>>
>>> ** Just curious how many people recommend having the two (Mid Tier, RKM)
>>> on the same server and how many recommend them on two separate servers.
>>>
>>> On Tue, Jul 13, 2010 at 10:35 AM, Pargeter, Christie :CO IS <
>>> cparg...@lhs.org> wrote:
>>>
>>> On the MidTier server.  RKM requires web components.
>>>
>>>
>>> -Original Message-
>>> From: Action Request System discussion list(ARSList) [mailto:
>>> arsl...@arslist.org] On Behalf Of "Mario Röhr"
>>> Sent: Monday, July 12, 2010 11:51 PM
>>> To: arslist@ARSLIST.ORG
>>> Subject: RKM 7.5 Installation - Midtier or Application Server ?
>>>
>>> Hello Listers,
>>>
>>> if you have a classical 3 tier environment, where to install BMC RKM, on
>>> the MidTier Server or on the Server where AR Server is installed?
>>>
>>> Thanks in advance.
>>>
>>> Mario
>>>
>>>
>>> ___
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>>>
>>>
>>> ___
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>>>
>>>
>>>
>>>
>>> --
>>> Kevin Begosh
>>> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>>> Private and confidential as detailed 
>>> here.
>>> If you cannot access hyperlink, please e-mail sender.
>>> _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"_
>



-- 
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Re: RKM 7.5 Installation - Midtier or Application Server ?

[Pargeter, Christie :CO IS]

It is serious.  Carrie on the RKM team has always fixed all my issues with 
great customer service & quickly!



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kevin Begosh
Sent: Tuesday, July 13, 2010 9:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.5 Installation - Midtier or Application Server ?


** yup, I can't tell if the all caps WONDERFUL is genuine or Sarcastic :)


On Tue, Jul 13, 2010 at 12:02 PM, Pargeter, Christie :CO IS  
wrote:


** 
BMC does recommend that they be on different servers but will support 
you if they are on the same server and the RKM group is WONDERFUL to work with.




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kevin Begosh

Sent: Tuesday, July 13, 2010 8:46 AM 

To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.5 Installation - Midtier or Application Server ?


** Those are the same issues I ran into and thats why I typically have 
them seperated. 


On Tue, Jul 13, 2010 at 11:14 AM, Pierson, Shawn 
 wrote:


** 

We recently moved RKM to its own server due to performance 
issues and issues dealing with shared files in Tomcat when we would apply 
patches or upgrades.  It is definitely feasible to have RKM and the Mid Tier on 
the same server, and we ran with that for quite a while, but it's easier to 
support RKM onto its own server.

 

Thanks,

 

Shawn Pierson

 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kevin Begosh
Sent: Tuesday, July 13, 2010 9:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.5 Installation - Midtier or Application 
Server ?

 

** Just curious how many people recommend having the two (Mid 
Tier, RKM) on the same server and how many recommend them on two separate 
servers.

On Tue, Jul 13, 2010 at 10:35 AM, Pargeter, Christie :CO IS 
 wrote:

On the MidTier server.  RKM requires web components.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of "Mario Röhr"
Sent: Monday, July 12, 2010 11:51 PM
To: arslist@ARSLIST.ORG
Subject: RKM 7.5 Installation - Midtier or Application Server ?

Hello Listers,

if you have a classical 3 tier environment, where to install 
BMC RKM, on the MidTier Server or on the Server where AR Server is installed?

Thanks in advance.

Mario


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Private and confidential as detailed here 
 . If you cannot access 
hyperlink, please e-mail sender. 
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"Where the Answers Are"_ 




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the Answers Are"_ 
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the Answers Are"_ 




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Re: Operational vs Product Categorization

[Benedetto Cantatore]

The prior posts make great points.  I'll add this bit of advice.  When 
developing the Operational Categorization, try to make sure when the tech is 
submitting a ticket that the available choices are intuitive.  The Operational 
Categorizations also need to make sense when you're doing reporting.  So take 
common ticket types and test the Op Cats by seeing if it makes sense both ways.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701

>>> kbeg...@gmail.com 07/13/10 12:00 PM >>>

** I am going to throw my two cents in because this is probably the hardest 
part of implementing ITSM.  make sure when you are defining these that you get 
input/buyoff from helpdesk managers, field tech managers etc  I have seen 
companies in the past where these values where agreed upon but no one though of 
consulting with the people who actually use the application.  You can come up 
with the best Foundational data to you, or to mangement but when it comes time 
to use it, if it does not make sense to them it is going to be a hard roll out, 
not to mention inaccurate reporting from people using the wrong cats etc
 
This might go without saying, but just thought I would throw this out there.
 
Kevin


On Tue, Jul 13, 2010 at 11:51 AM, Thad Esser  wrote:
** The CI would be server "abc.company.com" with asset tag 123, and serial 
number 987654321-123456789.

Product Catalog (example from one of the Topology Discovery defaults):
Tier 1 - Hardware Tier 2 - Processing Unit Tier 3 - Server Product Name - 
ProLiant DL380 G4 Manufacturer - HPServer abc.company.com would be categorized 
as a Proliant DL380.  By using the product categorization on your Incidents, 
you can discern how often the Proliant DL380s are causing issues.  Or how many 
times the Proliant's are being changed (via Change Requests).

Operational Catalog
Tier 1 - Change (or "Add" or "Remove", etc...)
Tier 2 - Server Tier 3 - MicrosoftOperationally, you can track what is 
happening to all the Microsoft servers.  Combine this with the product 
categorization, and you can see how many issues you've had with your Microsoft 
Proliant DL380s.

As has been mentioned, how each company wants to track things varies and can 
get philosophical.

-Thad 


On Tue, Jul 13, 2010 at 8:34 AM, Martinez, Marcelo A  wrote:
Just to mix things up a bit more*In ITSM training I was told that operational 
catalog should be ; and to use "I need to   on my 
". (i.e. " I need to INSTALL SOFTWARE on my DESKTOP"). HTH Marcelo From: 
Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On 
Behalf Of vianna...@hotmail.com
Sent: Tuesday, July 13, 2010 10:27 AM 
To: arslist@ARSLIST.ORG
Subject: Re: Operational vs Product Categorization



 ** Thanks, all responses have been useful!

 
Vi

On Jul 13, 2010, at 11:22 AM, Thad Esser  wrote:
** Its not perfect, but this is what I reduced it down to:Configuration Items 
(CIs) - The specific things in your environment. Product Catalog - The 
different TYPES of those things in your environment. Operational Catalog - The 
things you DO to the things in your environment.  "Operationally" how you deal 
with them.Hope that helps

Thad

On Tue, Jul 13, 2010 at 8:06 AM, Vianna Vianna  wrote:
> **
> Hello!
> I've been asked to define Operational and Product Categorization and
> identify the differences between the two.  I'm having a difficult time
> putting it into words. Does anybody have a brief document or something that
> can help explain why we differentiate now?
>  
> Thanks!
>  
> Vi
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-- 
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Re: Admin thread locked?

[Drew Shuller]

It's been about 30 minutes, and it's fine now. Thanks Kevin!

>
> On Tue, Jul 13, 2010 at 10:14 AM, Kevin Begosh  wrote:
>> ** how long ago was this.  This has happend to me before, similiar situation
>> but waiting 5-10 mins usually fixed it for me.
>>
>



-- 
Drew

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Re: Poor performance while saving Incidents

[Garrison, Sean (Norcross)]

One other thing I would check is the number of Fast/List Threads.  If you 
increase them that may improve performance.

Also you may want to see if you have any custom workflow that is running in a 
infinite loop.  This can cause all of your fast/list threads to be consumed and 
cause poor performance in ARS.


Sean




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of SriSamSri Appecherla
Sent: Monday, July 12, 2010 11:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: Poor performance while saving Incidents

**
Hi,

As per my logs I have problem only with CLOB storage. It is a new set up and so 
no new indexes have been created.

Satish,

Can you please give more info on on the PropConvertor?

Regards,
SriSamSri Appecherla
Mobile# +91 991 610 6008

On Tue, Jul 13, 2010 at 11:56 AM, SUBSCRIBE arslist Sathish 
mailto:p.sathishku...@gmail.com>> wrote:
Adding up to Sean's comment, i remember running the utility
named  "PropConvertor" which basically is pl/sql procedure that converts
all the existing CLOB from outrow to inrow. This helped us in having
better incident save time + the restart time of the server.

Regards
Sathish

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Re: RKM 7.5 Installation - Midtier or Application Server ?

[Alan Blake]

I agree.  RKM should really be on its own server.  If it must share it can live 
fairly well with mid-tier - I never recommend putting it on the AR server.
Alan BlakeKnowlysis

--- On Tue, 7/13/10, Pierson, Shawn  wrote:

From: Pierson, Shawn 
Subject: Re: RKM 7.5 Installation - Midtier or Application Server ?
To: arslist@ARSLIST.ORG
Date: Tuesday, July 13, 2010, 9:14 AM

**



 
 






 



We recently moved RKM to its own server due to performance
issues and issues dealing with shared files in Tomcat when we would apply 
patches
or upgrades.  It is definitely feasible to have RKM and the Mid Tier on the
same server, and we ran with that for quite a while, but it’s easier to support
RKM onto its own server. 

   

Thanks, 

   

Shawn Pierson 

   



From: Action Request
System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kevin
Begosh

Sent: Tuesday, July 13, 2010 9:55 AM

To: arslist@ARSLIST.ORG

Subject: Re: RKM 7.5 Installation - Midtier or Application Server ? 



   

** Just curious how many people
recommend having the two (Mid Tier, RKM) on the same server and how many
recommend them on two separate servers. 



On Tue, Jul 13, 2010 at 10:35 AM, Pargeter, Christie :CO IS
 wrote: 

On the MidTier server.  RKM requires web components. 







-Original Message-

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of
"Mario Röhr"

Sent: Monday, July 12, 2010 11:51 PM

To: arslist@ARSLIST.ORG

Subject: RKM 7.5 Installation - Midtier or Application Server ?



Hello Listers,



if you have a classical 3 tier environment, where to install BMC RKM, on the
MidTier Server or on the Server where AR Server is installed?



Thanks in advance.



Mario



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Sr. Remedy Developer needed in Herndon, VA (DC Area)

[michael campbell]

 All, Dev Tech is still in need of a Sr Remedy developer near Dulles Airport in 
VA.  Must be a US citizen, must be able to get a gov't security clearance (but 
we can start you almost immediatly).  Want 5 years ITSM experience,  prefer 
some 7.5 experience.  Solaris/Oracle a plus.  Long term gig, (years)  Some 
experience with network monitoring tool integration with Remedy.

Great benefits. w-2 position. 95% of the work is on-site in Herndon.

thx

michael.campb...@devtechnology.com

  
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Re: Admin thread locked?

[Kevin Begosh]

how long ago was this.  This has happend to me before, similiar situation
but waiting 5-10 mins usually fixed it for me.

On Tue, Jul 13, 2010 at 11:57 AM, Drew Shuller  wrote:

> Hello everyone, I changed the properties of a join form and my admin
> tool locked up. I forced the app to close but now I can't log on, the
> server throws a timeout during data retrieval due to busy server
> error. The regular users arent effected. Any thoughts? Can I fix this
> without restarting the DB?
>
> Drew Shuller
> Soto Cano Airbase
>
>
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Re: RKM 7.5 Installation - Midtier or Application Server ?

[Kevin Begosh]

yup, I can't tell if the all caps WONDERFUL is genuine or Sarcastic :)

On Tue, Jul 13, 2010 at 12:02 PM, Pargeter, Christie :CO IS <
cparg...@lhs.org> wrote:

> **
> BMC does recommend that they be on different servers but will support you
> if they are on the same server and the RKM group is WONDERFUL to work with.
>
>  --
>  *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Kevin Begosh
> *Sent:* Tuesday, July 13, 2010 8:46 AM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: RKM 7.5 Installation - Midtier or Application Server ?
>
> ** Those are the same issues I ran into and thats why I typically have them
> seperated.
>
>
> On Tue, Jul 13, 2010 at 11:14 AM, Pierson, Shawn wrote:
>
>> **
>>
>> We recently moved RKM to its own server due to performance issues and
>> issues dealing with shared files in Tomcat when we would apply patches or
>> upgrades.  It is definitely feasible to have RKM and the Mid Tier on the
>> same server, and we ran with that for quite a while, but it’s easier to
>> support RKM onto its own server.
>>
>>
>>
>> Thanks,
>>
>>
>>
>> Shawn Pierson
>>
>>
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arsl...@arslist.org] *On Behalf Of *Kevin Begosh
>> *Sent:* Tuesday, July 13, 2010 9:55 AM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: RKM 7.5 Installation - Midtier or Application Server ?
>>
>>
>>
>> ** Just curious how many people recommend having the two (Mid Tier, RKM)
>> on the same server and how many recommend them on two separate servers.
>>
>> On Tue, Jul 13, 2010 at 10:35 AM, Pargeter, Christie :CO IS <
>> cparg...@lhs.org> wrote:
>>
>> On the MidTier server.  RKM requires web components.
>>
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList) [mailto:
>> arsl...@arslist.org] On Behalf Of "Mario Röhr"
>> Sent: Monday, July 12, 2010 11:51 PM
>> To: arslist@ARSLIST.ORG
>> Subject: RKM 7.5 Installation - Midtier or Application Server ?
>>
>> Hello Listers,
>>
>> if you have a classical 3 tier environment, where to install BMC RKM, on
>> the MidTier Server or on the Server where AR Server is installed?
>>
>> Thanks in advance.
>>
>> Mario
>>
>>
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10
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>>
>>
>> ___
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>>
>>
>>
>>
>> --
>> Kevin Begosh
>> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>> Private and confidential as detailed 
>> here.
>> If you cannot access hyperlink, please e-mail sender.
>> _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"_
>



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Admin thread locked?

[Drew Shuller]

Hello everyone, I changed the properties of a join form and my admin
tool locked up. I forced the app to close but now I can't log on, the
server throws a timeout during data retrieval due to busy server
error. The regular users arent effected. Any thoughts? Can I fix this
without restarting the DB?

Drew Shuller
Soto Cano Airbase

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Re: RKM 7.5 Installation - Midtier or Application Server ?

[Pargeter, Christie :CO IS]

BMC does recommend that they be on different servers but will support you if 
they are on the same server and the RKM group is WONDERFUL to work with.



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kevin Begosh
Sent: Tuesday, July 13, 2010 8:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.5 Installation - Midtier or Application Server ?


** Those are the same issues I ran into and thats why I typically have them 
seperated.


On Tue, Jul 13, 2010 at 11:14 AM, Pierson, Shawn  wrote:


** 

We recently moved RKM to its own server due to performance issues and 
issues dealing with shared files in Tomcat when we would apply patches or 
upgrades.  It is definitely feasible to have RKM and the Mid Tier on the same 
server, and we ran with that for quite a while, but it's easier to support RKM 
onto its own server.

 

Thanks,

 

Shawn Pierson

 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kevin Begosh
Sent: Tuesday, July 13, 2010 9:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.5 Installation - Midtier or Application Server ?

 

** Just curious how many people recommend having the two (Mid Tier, 
RKM) on the same server and how many recommend them on two separate servers.

On Tue, Jul 13, 2010 at 10:35 AM, Pargeter, Christie :CO IS 
 wrote:

On the MidTier server.  RKM requires web components.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of "Mario Röhr"
Sent: Monday, July 12, 2010 11:51 PM
To: arslist@ARSLIST.ORG
Subject: RKM 7.5 Installation - Midtier or Application Server ?

Hello Listers,

if you have a classical 3 tier environment, where to install BMC RKM, 
on the MidTier Server or on the Server where AR Server is installed?

Thanks in advance.

Mario


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the Answers Are"




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

Private and confidential as detailed here 
 . If you cannot access 
hyperlink, please e-mail sender. 
_attend WWRUG10 www.wwrug.com   ARSlist: "Where 
the Answers Are"_ 




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

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Re: Operational vs Product Categorization

[Kevin Begosh]

I am going to throw my two cents in because this is probably the hardest
part of implementing ITSM.  make sure when you are defining these that you
get input/buyoff from helpdesk managers, field tech managers etc  I have
seen companies in the past where these values where agreed upon but no one
though of consulting with the people who actually use the application.  You
can come up with the best Foundational data to you, or to mangement but when
it comes time to use it, if it does not make sense to them it is going to be
a hard roll out, not to mention inaccurate reporting from people using the
wrong cats etc

This might go without saying, but just thought I would throw this out there.

Kevin

On Tue, Jul 13, 2010 at 11:51 AM, Thad Esser  wrote:

> ** The CI would be server "abc.company.com" with asset tag 123, and serial
> number 987654321-123456789.
>
> Product Catalog (example from one of the Topology Discovery defaults):
>
>- Tier 1 - Hardware
>- Tier 2 - Processing Unit
>- Tier 3 - Server
>- Product Name - ProLiant DL380 G4
>- Manufacturer - HP
>
> Server abc.company.com would be categorized as a Proliant DL380.  By using
> the product categorization on your Incidents, you can discern how often the
> Proliant DL380s are causing issues.  Or how many times the Proliant's are
> being changed (via Change Requests).
>
> Operational Catalog
>
>- Tier 1 - Change (or "Add" or "Remove", etc...)
>- Tier 2 - Server
>- Tier 3 - Microsoft
>
> Operationally, you can track what is happening to all the Microsoft
> servers.  Combine this with the product categorization, and you can see how
> many issues you've had with your Microsoft Proliant DL380s.
>
> As has been mentioned, how each company wants to track things varies and
> can get philosophical.
>
> -Thad
>
>
> On Tue, Jul 13, 2010 at 8:34 AM, Martinez, Marcelo A 
> wrote:
>
>>  Just to mix things up a bit more…
>>
>> In ITSM training I was told that operational catalog should be
>> ; and to use “I need to   on my ”. (i.e.
>> “ I need to INSTALL SOFTWARE on my DESKTOP”).
>>
>>
>>
>> HTH
>>
>>
>>
>> Marcelo
>>
>>
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arsl...@arslist.org] *On Behalf Of *vianna...@hotmail.com
>> *Sent:* Tuesday, July 13, 2010 10:27 AM
>>
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: Operational vs Product Categorization
>>
>>
>>
>> **
>>
>> Thanks, all responses have been useful!
>>
>>
>>
>> Vi
>>
>> On Jul 13, 2010, at 11:22 AM, Thad Esser  wrote:
>>
>>  ** Its not perfect, but this is what I reduced it down to:
>>
>>- Configuration Items (CIs) - The specific things in your environment.
>>- Product Catalog - The different TYPES of those things in your
>>environment.
>>- Operational Catalog - The things you DO to the things in your
>>environment.  "Operationally" how you deal with them.
>>
>> Hope that helps
>>
>> Thad
>>
>> On Tue, Jul 13, 2010 at 8:06 AM, Vianna Vianna 
>> wrote:
>> > **
>> > Hello!
>> > I've been asked to define Operational and Product Categorization and
>> > identify the differences between the two.  I'm having a difficult time
>> > putting it into words. Does anybody have a brief document or something
>> that
>> > can help explain why we differentiate now?
>> >
>> > Thanks!
>> >
>> > Vi
>> > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>



-- 
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Re: Operational vs Product Categorization

[Thad Esser]

The CI would be server "abc.company.com" with asset tag 123, and serial
number 987654321-123456789.

Product Catalog (example from one of the Topology Discovery defaults):

   - Tier 1 - Hardware
   - Tier 2 - Processing Unit
   - Tier 3 - Server
   - Product Name - ProLiant DL380 G4
   - Manufacturer - HP

Server abc.company.com would be categorized as a Proliant DL380.  By using
the product categorization on your Incidents, you can discern how often the
Proliant DL380s are causing issues.  Or how many times the Proliant's are
being changed (via Change Requests).

Operational Catalog

   - Tier 1 - Change (or "Add" or "Remove", etc...)
   - Tier 2 - Server
   - Tier 3 - Microsoft

Operationally, you can track what is happening to all the Microsoft
servers.  Combine this with the product categorization, and you can see how
many issues you've had with your Microsoft Proliant DL380s.

As has been mentioned, how each company wants to track things varies and can
get philosophical.

-Thad

On Tue, Jul 13, 2010 at 8:34 AM, Martinez, Marcelo A wrote:

>  Just to mix things up a bit more…
>
> In ITSM training I was told that operational catalog should be
> ; and to use “I need to   on my ”. (i.e.
> “ I need to INSTALL SOFTWARE on my DESKTOP”).
>
>
>
> HTH
>
>
>
> Marcelo
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *vianna...@hotmail.com
> *Sent:* Tuesday, July 13, 2010 10:27 AM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Operational vs Product Categorization
>
>
>
> **
>
> Thanks, all responses have been useful!
>
>
>
> Vi
>
> On Jul 13, 2010, at 11:22 AM, Thad Esser  wrote:
>
>  ** Its not perfect, but this is what I reduced it down to:
>
>- Configuration Items (CIs) - The specific things in your environment.
>- Product Catalog - The different TYPES of those things in your
>environment.
>- Operational Catalog - The things you DO to the things in your
>environment.  "Operationally" how you deal with them.
>
> Hope that helps
>
> Thad
>
> On Tue, Jul 13, 2010 at 8:06 AM, Vianna Vianna 
> wrote:
> > **
> > Hello!
> > I've been asked to define Operational and Product Categorization and
> > identify the differences between the two.  I'm having a difficult time
> > putting it into words. Does anybody have a brief document or something
> that
> > can help explain why we differentiate now?
> >
> > Thanks!
> >
> > Vi
> > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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Re: RKM 7.5 Installation - Midtier or Application Server ?

[Kevin Begosh]

Those are the same issues I ran into and thats why I typically have them
seperated.

On Tue, Jul 13, 2010 at 11:14 AM, Pierson, Shawn wrote:

> **
>
> We recently moved RKM to its own server due to performance issues and
> issues dealing with shared files in Tomcat when we would apply patches or
> upgrades.  It is definitely feasible to have RKM and the Mid Tier on the
> same server, and we ran with that for quite a while, but it’s easier to
> support RKM onto its own server.
>
>
>
> Thanks,
>
>
>
> Shawn Pierson
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Kevin Begosh
> *Sent:* Tuesday, July 13, 2010 9:55 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: RKM 7.5 Installation - Midtier or Application Server ?
>
>
>
> ** Just curious how many people recommend having the two (Mid Tier, RKM) on
> the same server and how many recommend them on two separate servers.
>
> On Tue, Jul 13, 2010 at 10:35 AM, Pargeter, Christie :CO IS <
> cparg...@lhs.org> wrote:
>
> On the MidTier server.  RKM requires web components.
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of "Mario Röhr"
> Sent: Monday, July 12, 2010 11:51 PM
> To: arslist@ARSLIST.ORG
> Subject: RKM 7.5 Installation - Midtier or Application Server ?
>
> Hello Listers,
>
> if you have a classical 3 tier environment, where to install BMC RKM, on
> the MidTier Server or on the Server where AR Server is installed?
>
> Thanks in advance.
>
> Mario
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10
> www.wwrug.com ARSlist: "Where the Answers Are"
>
>
> ___
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> attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
>
>
>
>
> --
> Kevin Begosh
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
> Private and confidential as detailed 
> here.
> If you cannot access hyperlink, please e-mail sender.
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_




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Re: Operational vs Product Categorization

[Richard Copits]

Yep. Hence the request for some specific examples from people……

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
Sent: Tuesday, July 13, 2010 11:34 AM
To: arslist@ARSLIST.ORG
Subject: Re: Operational vs Product Categorization

Just to mix things up a bit more…
In ITSM training I was told that operational catalog should be 
; and to use “I need to   on my ”. (i.e. “ 
I need to INSTALL SOFTWARE on my DESKTOP”).

HTH

Marcelo

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of vianna...@hotmail.com
Sent: Tuesday, July 13, 2010 10:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Operational vs Product Categorization

**
Thanks, all responses have been useful!

Vi

On Jul 13, 2010, at 11:22 AM, Thad Esser 
mailto:thad.es...@gmail.com>> wrote:
** Its not perfect, but this is what I reduced it down to:

 *   Configuration Items (CIs) - The specific things in your environment.
 *   Product Catalog - The different TYPES of those things in your environment.
 *   Operational Catalog - The things you DO to the things in your environment. 
 "Operationally" how you deal with them.
Hope that helps

Thad

On Tue, Jul 13, 2010 at 8:06 AM, Vianna Vianna 
mailto:vianna...@hotmail.com>> wrote:
> **
> Hello!
> I've been asked to define Operational and Product Categorization and
> identify the differences between the two.  I'm having a difficult time
> putting it into words. Does anybody have a brief document or something that
> can help explain why we differentiate now?
>
> Thanks!
>
> Vi
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the 
> Answers Are"_

_attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers 
Are"_
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Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message.

Re: Operational vs Product Categorization

[Martinez, Marcelo A]

Just to mix things up a bit more…
In ITSM training I was told that operational catalog should be 
; and to use “I need to   on my ”. (i.e. “ 
I need to INSTALL SOFTWARE on my DESKTOP”).

HTH

Marcelo

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of vianna...@hotmail.com
Sent: Tuesday, July 13, 2010 10:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Operational vs Product Categorization

**
Thanks, all responses have been useful!

Vi

On Jul 13, 2010, at 11:22 AM, Thad Esser 
mailto:thad.es...@gmail.com>> wrote:
** Its not perfect, but this is what I reduced it down to:

 *   Configuration Items (CIs) - The specific things in your environment.
 *   Product Catalog - The different TYPES of those things in your environment.
 *   Operational Catalog - The things you DO to the things in your environment. 
 "Operationally" how you deal with them.
Hope that helps

Thad

On Tue, Jul 13, 2010 at 8:06 AM, Vianna Vianna 
mailto:vianna...@hotmail.com>> wrote:
> **
> Hello!
> I've been asked to define Operational and Product Categorization and
> identify the differences between the two.  I'm having a difficult time
> putting it into words. Does anybody have a brief document or something that
> can help explain why we differentiate now?
>
> Thanks!
>
> Vi
> _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: Operational vs Product Categorization

[vianna...@hotmail.com]

Thanks, all responses have been useful!

Vi

On Jul 13, 2010, at 11:22 AM, Thad Esser  wrote:


** Its not perfect, but this is what I reduced it down to:
Configuration Items (CIs) - The specific things in your environment.
Product Catalog - The different TYPES of those things in your  
environment.
Operational Catalog - The things you DO to the things in your  
environment.  "Operationally" how you deal with them.

Hope that helps

Thad

On Tue, Jul 13, 2010 at 8:06 AM, Vianna Vianna  
 wrote:

> **
> Hello!
> I've been asked to define Operational and Product Categorization and
> identify the differences between the two.  I'm having a difficult  
time
> putting it into words. Does anybody have a brief document or  
something that

> can help explain why we differentiate now?
>
> Thanks!
>
> Vi
> _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: Operational vs Product Categorization

[Richard Copits]

Just so we're all on the same page...could you give a few examples please? 
Thanks.

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Thad Esser
Sent: Tuesday, July 13, 2010 11:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: Operational vs Product Categorization

** Its not perfect, but this is what I reduced it down to:

 *   Configuration Items (CIs) - The specific things in your environment.
 *   Product Catalog - The different TYPES of those things in your environment.
 *   Operational Catalog - The things you DO to the things in your environment. 
 "Operationally" how you deal with them.
Hope that helps

Thad

On Tue, Jul 13, 2010 at 8:06 AM, Vianna Vianna 
mailto:vianna...@hotmail.com>> wrote:
> **
> Hello!
> I've been asked to define Operational and Product Categorization and
> identify the differences between the two.  I'm having a difficult time
> putting it into words. Does anybody have a brief document or something that
> can help explain why we differentiate now?
>
> Thanks!
>
> Vi
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the 
> Answers Are"_

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



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message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message.

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Re: Atrium Core 7.6 Web Services

[William Rentfrow]

How is someone with multiple AR Servers supposed to load balance these
functions?  Also, assuming that anyone using a load balancer expects the
AR Servers to not be directly routable (ie, they are in a secure
firewalled area) how is somone supposed to use this feature?
 
I haven't seen that covered anywhere.  In short, putting an additional
web server in the Atrium install location seems like a short-sighted
move on BMC's part.  Our initial short-term solution is to just not
bother using any of these features because the hassle needed to deal
with the security concerns just isn't worth it.
 
William Rentfrow
Principal Consultant, StrataCom Inc.
wrentf...@stratacominc.com
Corporate Website, www.stratacominc.com  
Blog, www.williamrentfrow.com  
715-410-8156 C
 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jason Miller
Sent: Tuesday, July 13, 2010 12:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: Atrium Core 7.6 Web Services


** Thanks!  I have been meaning to ask about the Atrium Core Web
Services myself and then I saw Kali's post.  We installed it on our POC
system but it was taxing the little vm too much so I removed it.

Can you clarify, the Atrium Core Web Service do not only provide CMDB
data to other apps but can also bring in data from system's that can
feed into the CMDB?

Somewhere  I got the impression that the Atrium web services were only
one way, exposing data stored in the CMDB.

Jason


On Mon, Jul 12, 2010 at 9:45 PM, Easter, David 
wrote:


** 

Oops, sorry - you are correct.  Probably was an internal person
asking on an internal forum for a customer (perhaps the one that posted
here...)

 

Here's the answer:

 

The Atrium Core Web Services and the Web Services provided by AR
are not the same features and they do not serve the same purpose.

AR provides a way to expose and manage a form through Web
Services. That enables AR applications to provide access and control to
their forms through Web Services.

AR uses Axis. AR web services can be registered if the Atrium
Core UDDI registry is installed and its information are configured into
AR.

The Atrium Core web Services are based on Axis II version 1.5.xx
- the Atrium Core Web Services expose all (or almost all) the public
APIs available from Atrium Core. That covers Reconciliation Engine,
Normalization Engine, CMDB Server (CI and Relationship CRUD, Class
manager, Graph query and CI search  ...) APIs. There are some additional
APIs that are available through Web Services, but not the Atrium Core
APIs: "Impacted Services" for instance.

 

-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:arsl...@arslist.org] On Behalf Of Jason Miller
Sent: Monday, July 12, 2010 9:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Atrium Core 7.6 Web Services

 

** Hi David,



Is this part of a special community?  I received the following
when trying to access it:
This area of the BMC Communities is visible only to registered,
logged in users. If you are logged in when you receive this message,
then you might not have sufficient access privileges to view the
requested page.

Jason

On Mon, Jul 12, 2010 at 9:21 PM, Easter, David
 wrote:

** 

This question was asked and answered on the BMC DN recently:
http://communities.bmc.com/communities/message/155261

 

-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:arsl...@arslist.org] On Behalf Of Kali Obsum
Sent: Monday, July 12, 2010 5:53 PM
To: arslist@ARSLIST.ORG
Subject: Atrium Core 7.6 Web Services

 

** 

Hi,

 

Has anyone used Atrium Core 7.6 Web Services? Does someone know
the difference between Atrium Core Web Services and the Web Services
installed together with ARS Server/Mid-tier?

What would we lose 

Re: Operational vs Product Categorization

[Thad Esser]

Its not perfect, but this is what I reduced it down to:

   - Configuration Items (CIs) - The specific things in your environment.
   - Product Catalog - The different TYPES of those things in your
   environment.
   - Operational Catalog - The things you DO to the things in your
   environment.  "Operationally" how you deal with them.

Hope that helps

Thad

On Tue, Jul 13, 2010 at 8:06 AM, Vianna Vianna 
wrote:
> **
> Hello!
> I've been asked to define Operational and Product Categorization and
> identify the differences between the two.  I'm having a difficult time
> putting it into words. Does anybody have a brief document or something
that
> can help explain why we differentiate now?
>
> Thanks!
>
> Vi
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Operational vs Product Categorization

[Chowdhury, Tauf]

Vianna, 
You will find many philosophical discussions on this if you search the
ARSlist :-)

 

In short:

Operational categorization is the "Action or function" of the request
such as Add/Install/Change/Delete

Product Categorization is the "Recipient of the action" such as MSFT
Office/ Adobe / Dell Server or a Business Service.

 

However, you have to really have a conversation with your organization
to decide which path you want to take. I will say that if you are
relying on any BMC Discovery tools to populate your CMDB, take a look at
that first as it may drive your thinking. 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Mobile:646.483.2779

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Vianna Vianna
Sent: Tuesday, July 13, 2010 11:06 AM
To: arslist@ARSLIST.ORG
Subject: Operational vs Product Categorization

 

Hello!
I've been asked to define Operational and Product Categorization and
identify the differences between the two.  I'm having a difficult time
putting it into words. Does anybody have a brief document or something
that can help explain why we differentiate now? 
 
Thanks!
 
Vi

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

**
This e-mail and its attachments may contain Forest Laboratories, Inc. 
proprietary information that is privileged, confidential or subject to 
copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely 
for the use of the individual or entity to which it is addressed. If you are 
not the intended recipient of this e-mail, or the employee or agent responsible 
for delivering this e-mail to the intended recipient, you are hereby notified 
that any dissemination, distribution, copying or action taken in relation to 
the contents of and attachments to this e-mail is strictly prohibited and may 
be unlawful. If you have received this e-mail in error, please notify the 
sender immediately and permanently delete the original and any copy of this 
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Re: Operational vs Product Categorization

[Tommy Morris]

The way that I explain Op and Prod Cat is simply this. Operational
category is a Verb detailing "What I am going to do" and Product
category is the Noun detailing "To What I am going to take action upon."

 That thought process covers around 90% of our categorization scenarios
the other 10% are split between Services and Password reset types of
requests. Then of course it depends upon the type and granularity of
reporting requirements.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Vianna Vianna
Sent: Tuesday, July 13, 2010 10:06 AM
To: arslist@ARSLIST.ORG
Subject: Operational vs Product Categorization

 

** 

Hello!
I've been asked to define Operational and Product Categorization and
identify the differences between the two.  I'm having a difficult time
putting it into words. Does anybody have a brief document or something
that can help explain why we differentiate now? 
 
Thanks!
 
Vi

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


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Re: RKM 7.5 Installation - Midtier or Application Server ?

[Pierson, Shawn]

We recently moved RKM to its own server due to performance issues and issues 
dealing with shared files in Tomcat when we would apply patches or upgrades.  
It is definitely feasible to have RKM and the Mid Tier on the same server, and 
we ran with that for quite a while, but it's easier to support RKM onto its own 
server.

Thanks,

Shawn Pierson

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kevin Begosh
Sent: Tuesday, July 13, 2010 9:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.5 Installation - Midtier or Application Server ?

** Just curious how many people recommend having the two (Mid Tier, RKM) on the 
same server and how many recommend them on two separate servers.
On Tue, Jul 13, 2010 at 10:35 AM, Pargeter, Christie :CO IS 
mailto:cparg...@lhs.org>> wrote:
On the MidTier server.  RKM requires web components.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of "Mario 
Röhr"
Sent: Monday, July 12, 2010 11:51 PM
To: arslist@ARSLIST.ORG
Subject: RKM 7.5 Installation - Midtier or Application Server ?

Hello Listers,

if you have a classical 3 tier environment, where to install BMC RKM, on the 
MidTier Server or on the Server where AR Server is installed?

Thanks in advance.

Mario

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Private and confidential as detailed here: 
http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the 
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Operational vs Product Categorization

[Vianna Vianna]

Hello!

I've been asked to define Operational and Product Categorization and identify 
the differences between the two.  I'm having a difficult time putting it into 
words. Does anybody have a brief document or something that can help explain 
why we differentiate now? 

 

Thanks!

 

Vi
  
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Preference Server in a Server Group (7.5)

[William Rentfrow]

I have a server group with 4 AR Servers.
 
None of the servers are directly routable to directly by the end users -
they all access the servers through a virtual name which passes them to
the load balancer and on down to the server group.
 
We'd prefer users do not have to enter the preference server name.  BMC
has advised us to add the actual AR Server names to the WUT and set this
in the ar.conf on each server.
 
Preference-Server-Option: 2
 
In the non-secure world that would make the WUT search through the
servers until it found the preference server that was defined.
 
That won't work for us due to security reasons because users can not get
to the AR Servers directly.
 
Anyone know a way around this? 
 
William Rentfrow
Principal Consultant, StrataCom Inc.
wrentf...@stratacominc.com
Corporate Website, www.stratacominc.com  
Blog, www.williamrentfrow.com  
715-410-8156 C
 

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Re: RKM 7.5 Installation - Midtier or Application Server ?

[Chowdhury, Tauf]

Well it all depends on capacity. If your current mid tier setup has memory 
issues and java is being pegged on a regular basis, adding RKM will definitely 
not help. However, if you have the capacity, it's a solution that works. We 
currently have 2 mid tiers, both with RKM in a "load balanced" config. I put 
the "load balanced" in quotes because RKM truly is not load balanced as the 
second server always needs to point back to the primary because it uses the 1 
shared hummingbird DB. 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Mobile:646.483.2779

 



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kevin Begosh
Sent: Tuesday, July 13, 2010 10:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.5 Installation - Midtier or Application Server ?

 

** Just curious how many people recommend having the two (Mid Tier, RKM) on the 
same server and how many recommend them on two separate servers.

On Tue, Jul 13, 2010 at 10:35 AM, Pargeter, Christie :CO IS  
wrote:

On the MidTier server.  RKM requires web components.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of "Mario Röhr"
Sent: Monday, July 12, 2010 11:51 PM
To: arslist@ARSLIST.ORG
Subject: RKM 7.5 Installation - Midtier or Application Server ?

Hello Listers,

if you have a classical 3 tier environment, where to install BMC RKM, on the 
MidTier Server or on the Server where AR Server is installed?

Thanks in advance.

Mario

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 ARSlist: "Where the Answers Are"

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**
This e-mail and its attachments may contain Forest Laboratories, Inc. 
proprietary information that is privileged, confidential or subject to 
copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely 
for the use of the individual or entity to which it is addressed. If you are 
not the intended recipient of this e-mail, or the employee or agent responsible 
for delivering this e-mail to the intended recipient, you are hereby notified 
that any dissemination, distribution, copying or action taken in relation to 
the contents of and attachments to this e-mail is strictly prohibited and may 
be unlawful. If you have received this e-mail in error, please notify the 
sender immediately and permanently delete the original and any copy of this 
e-mail and any printout.

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Re: RKM 7.5 Installation - Midtier or Application Server ?

[Kevin Begosh]

Just curious how many people recommend having the two (Mid Tier, RKM) on the
same server and how many recommend them on two separate servers.

On Tue, Jul 13, 2010 at 10:35 AM, Pargeter, Christie :CO IS <
cparg...@lhs.org> wrote:

> On the MidTier server.  RKM requires web components.
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of "Mario Röhr"
> Sent: Monday, July 12, 2010 11:51 PM
> To: arslist@ARSLIST.ORG
> Subject: RKM 7.5 Installation - Midtier or Application Server ?
>
> Hello Listers,
>
> if you have a classical 3 tier environment, where to install BMC RKM, on
> the MidTier Server or on the Server where AR Server is installed?
>
> Thanks in advance.
>
> Mario
>
>
> ___
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>
>
> ___
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>



-- 
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Re: CMDB and AIE baseline white paper

[Timothy Powell]

No sir. I have that one, but thank you.

Tim

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jason Miller
Sent: Tuesday, July 13, 2010 12:34 AM
To: arslist@ARSLIST.ORG
Subject: Re: CMDB and AIE baseline white paper

 

** Is this the one you are looking for: Performance and Scalability of BMC
Remedy ITSM Suite 7.5.01 and BMC Atrium CMDB 7.5.00 Patch 1 on Solaris 10
Conducted at the Sun Solution Center

Here is the link:
http://documents.bmc.com/supportu/documents/46/71/104671/104671.pdf

Jason

On Mon, Jul 12, 2010 at 2:47 PM, Timothy Powell
 wrote:

** 

I'm reaching out here.

I recall reading a white paper authored by BMC which gave some performance
measures regarding CMDB activities.

Specifically it detailed some various server configurations and then gave a
number of CI's processed per second/hour for load, identify and merge
activities.

I do not recall what version of the CMDB and/or AIE the white paper was
authored against. I just recall reading it once.

I need it again, but cannot locate it.

If anybody has this or knows the name of the paper, please share.

 

Thanks in advance.

 

Tim Powell 

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


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Re: False differences in Migrator "Differences" report SOLVED

[Grooms, Frederick W]

In Migrator open the Tools -> Options and adjust the Differences -> Masks 
properties to disable the Timestamp and Last Changed options.

Also to make your comparison easier you can turn off the display of objects 
that are the same (Tools -> Options -> Differences -> Display).

NOTE:  There is still a bug in Migrator for SQL actions where it will always 
show a difference.  Migrator shows the source server as "Current Server" but 
shows the target server as its name (The actual action in the Admin tool shows 
"Current Server" on the target server).

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Martin, Dwayne
Sent: Tuesday, July 13, 2010 7:36 AM
To: arslist@ARSLIST.ORG
Subject: FW: False differences in Migrator "Differences" report SOLVED

** 
Nevermind, I found the difference.  The "Source Timestamp" is different from 
the "Destination Timestamp".
Who cares?

Dwayne

-Original Message-
From: Martin, Dwayne - martinrd 
Sent: Tuesday, July 13, 2010 8:21 AM
To: 'arslist@ARSLIST.ORG'
Subject: False differences in Migrator "Differences" report

Dear List,
I am trying to use the Migrator tool "Differences" report to reconcile our 
Development server with the Production server.  The report is supposed to list 
objects that are different between the two servers in red.  But it shows in red 
hundreds of Remedy-created objects, such as Approval Server and Business Time 
Segment filters, that should be identical.  It doesn't say what the difference 
is.  If I display the objects themselves they look identical.  Just in case 
there are hidden difference, I migrated ten of the filters, but when I run the 
report again, those same filter appear once again in red.
What is going on?
(ARS 7.1 p3, Migrator 7.5, RH Linux server, Oracle 10.2 db)
Dwayne Martin
James Madison University

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Re: RKM 7.5 Installation - Midtier or Application Server ?

[Pargeter, Christie :CO IS]

On the MidTier server.  RKM requires web components. 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of "Mario Röhr"
Sent: Monday, July 12, 2010 11:51 PM
To: arslist@ARSLIST.ORG
Subject: RKM 7.5 Installation - Midtier or Application Server ?

Hello Listers,

if you have a classical 3 tier environment, where to install BMC RKM, on the 
MidTier Server or on the Server where AR Server is installed?

Thanks in advance.

Mario

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Re: False differences in Migrator "Differences" report

[Kevin Begosh]

There may be small differences that I have seen before like last modified by
date, last modfied by etc...  When I do a diff report I usually filter out
some of those things so they do not show.  This might be your case but I
know small things like that show up.

On Tue, Jul 13, 2010 at 8:20 AM, Martin, Dwayne  wrote:

> **
>
> Dear List,
>
> I am trying to use the Migrator tool “Differences” report to reconcile our
> Development server with the Production server.  The report is supposed to
> list objects that are different between the two servers in red.  But it
> shows in red hundreds of Remedy-created objects, such as Approval Server and
> Business Time Segment filters, that should be identical.  It doesn’t say
> what the difference is.  If I display the objects themselves they look
> identical.  Just in case there are hidden difference, I migrated ten of the
> filters, but when I run the report again, those same filter appear once
> again in red.
>
> What is going on?
>
> (ARS 7.1 p3, Migrator 7.5, RH Linux server, Oracle 10.2 db)
>
> Dwayne Martin
>
> James Madison University
>
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_




-- 
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Re: 7.5 Mid-tier on IIS webserver

[Kevin Begosh]

When you install the mid tier there should be an option for that.  there
will be both Tomcat and IIS install and it uses and ISAPI Redirect to
redirect the traffic.

On Tue, Jul 13, 2010 at 2:54 AM, Prasanth Prabhakaran (UST, IND) <
prasanth.prabhaka...@ust-global.com> wrote:

> **
>
> Hi ,
>
>
>
>   How can we run mid tier on IIS webserver with Tomcat JSP engine.
>
>
>
>
>
> Thanks and Regards,
>
>
>
> Prasanth.p
>
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_




-- 
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FW: False differences in Migrator "Differences" report SOLVED

[Martin, Dwayne]

Nevermind, I found the difference.  The "Source Timestamp" is different from 
the "Destination Timestamp."
Who cares?

Dwayne

From: Martin, Dwayne - martinrd
Sent: Tuesday, July 13, 2010 8:21 AM
To: 'arslist@ARSLIST.ORG'
Subject: False differences in Migrator "Differences" report

Dear List,
I am trying to use the Migrator tool "Differences" report to reconcile our 
Development server with the Production server.  The report is supposed to list 
objects that are different between the two servers in red.  But it shows in red 
hundreds of Remedy-created objects, such as Approval Server and Business Time 
Segment filters, that should be identical.  It doesn't say what the difference 
is.  If I display the objects themselves they look identical.  Just in case 
there are hidden difference, I migrated ten of the filters, but when I run the 
report again, those same filter appear once again in red.
What is going on?
(ARS 7.1 p3, Migrator 7.5, RH Linux server, Oracle 10.2 db)
Dwayne Martin
James Madison University


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False differences in Migrator "Differences" report

[Martin, Dwayne]

Dear List,
I am trying to use the Migrator tool "Differences" report to reconcile our 
Development server with the Production server.  The report is supposed to list 
objects that are different between the two servers in red.  But it shows in red 
hundreds of Remedy-created objects, such as Approval Server and Business Time 
Segment filters, that should be identical.  It doesn't say what the difference 
is.  If I display the objects themselves they look identical.  Just in case 
there are hidden difference, I migrated ten of the filters, but when I run the 
report again, those same filter appear once again in red.
What is going on?
(ARS 7.1 p3, Migrator 7.5, RH Linux server, Oracle 10.2 db)
Dwayne Martin
James Madison University


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FormProperties : Basic Entry points

[Gopal-srg]

Hi List,
Please tells us where the information about Basic Entry points tab of form
properties for a form will be stored in database?
Need to know the tables in which it is stored
ARS: Version 7.0.01 Patch 009 
DB: Oracle 9.2

Regards,
Gopal
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