Re: ARS Install windows 2008 Server, SQL 2008 DB install

[Prasanth Prabhakaran (UST, IND)]

Hi Kevin,

  We have installed V7.5 patch4 in windows 2008 server and SQL 2008
enterprise edition. We have all modules of ITSM and it running fine
without any issue. What are the issues you facing ?


Thanks and Regards,

Prasanth.p | Remedy Team| VOIP:1113 | Mob : +91 999 559 5875



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Craig Carter
Sent: Friday, July 23, 2010 7:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS Install windows 2008 Server, SQL 2008 DB install

We've installed v7.5 P5 (now patch 6) on Windows Server 2008 Enterprise
and SQL Server 2008 Enterprise and haven't noticed any problems.  We're
pretty comfortable with the midtier servers but we're still testing the
database servers.

We're not using ITSM so I can't provide any information on that
application.

//SIGNED//
Craig Carter
Information Technology Manager, RSP

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza
Sent: Thursday, July 22, 2010 10:21 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS Install windows 2008 Server, SQL 2008 DB install

**
What version of the ARS? :-)
 
This might be important to know as sometimes on a version of ARS that is
not compatible with a higher DB version, you need to run the
sp_dbcmptlevel stored proceedure to bring down the compatibility level
of the database in order for ARS to work..
 
Joe




From: Kevin Begosh 
To: arslist@ARSLIST.ORG
Sent: Thu, July 22, 2010 8:36:23 AM
Subject: ARS Install windows 2008 Server, SQL 2008 DB install

** Has anyone installed ARS on windows 2008 server and SQL 2008 DB?  Any
issues gotchas?

--
Kevin Begosh

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


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Re: Kintetic Request vs BMC Remedy SRM vs newScale

[Shafqat Ayaz]

In my opinion and this is purely personal, I would go with Kinetic Request. 
NewScale offers a nice web interface but the actual programming to do anything 
is tedious to say the least( at least it was a couple of years ago when I took 
their course). The catalog aspect of NewScale is also handled in KR and 
probably a bit better. Why not ask for a demo from  both and see what you 
think? I find changes in KR much easier than in NewScale.
If you ever need to change anything after the base install you will appreciate 
the ease of Kinetic Request. Get hold of John Sundberg at Kinetic Request I am 
sure he will be more than happy to convince you!!

thanks

shafqat

Shafqat Ayaz    
 



--- On Thu, 7/22/10, Rabi Tripathi  wrote:

From: Rabi Tripathi 
Subject: Kintetic Request vs BMC Remedy SRM vs newScale
To: arslist@ARSLIST.ORG
Date: Thursday, July 22, 2010, 2:18 PM

If anybody has opinions about the first two, please respond. 

How do they compare in terms of features and ease of 
implementation/maintenance? Price?

About newScale...it's advertised as a Service Catalog, not so much as a Service 
Request management solution, but I believe the client interface to request 
services is a part of it. I have heard positive opinions about it. Can anybody 
shed any light on how its different from the other two? I know newScale has 
been integrated with Remedy ITSM, but it appears newScale is also marketed as a 
complete, standalone solution for managing requests. Is it fair to say that it 
still isn't an Incident/Problem management solution as it's not geared towards 
troubles?

Thanks in advance.


      

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Re: Crystal Report error

[Shafqat Ayaz]

You could also open the report in Crystal and do Verify Database. It is 
possible that the table name has been messed up in the report, so checking the 
database will fix the issue.

thanks

Shafqat Ayaz    
 



--- On Fri, 7/23/10, Lammey, Peter A.  wrote:

From: Lammey, Peter A. 
Subject: Re: Crystal Report error
To: arslist@ARSLIST.ORG
Date: Friday, July 23, 2010, 1:18 PM

Does your Remedy User client have ODBC use underscores checked?  This can be 
found in the menu Tools ->  Options and in the Advanced tab.  Also verify that 
your Remedy application server name is listed in Report Server field (and 
includes TCP if necessary in the TCP field next to that field).

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

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Atul Vohra
Sent: Friday, July 23, 2010 2:01 PM
To: arslist@ARSLIST.ORG
Subject: Crystal Report error

We are using Business Objects 11.5 with ARS 7.5

When I try to run pre-canned reports in Incident Manager, I get the following 
eror

The table 'HPD_Help_Desk' could not be found. Error in File 
C:\WINDOWS\TEMP\HPD5fAssigee5fModifed1 
{E5FBF338-ED6F-4707-8B9E-E3BA1E0309AB}.rpt: The table could not be found.

Have to confess am not a experienced crystal report person so need some help.

Thanks

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Display date/time field values in notifications using user's time zone setting.

[Shyam Attavar]

Listers,

The OOB notifications display the date/time values in the server time zone by 
default. This behavior is not desirable and we are in the process of 
investigating options to display date/time field values in the email recipient 
user's time zone setting. The behavior is already available in Remedy User and 
on the browsers through the Mid Tier. I am hoping there is a way to accomplish 
the same behavior for notifications.

The time zone information for the user can be stored in the users' profile in 
the CTM:People form and looked up on the fly before generating the 
notifications. I know there are application commands for calculating Business 
Time and such that will give times in the past/future. I don't believe these 
actually will do what we intend to accomplish.  


Are there ways to convert the values for the various date/time fields being 
displayed in the notifications on the fly? Has anyone done something similar 
before and is willing to share their experience? 


Thanks in advance,
--
Shyam

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Re: tablefield button artifacts on browser...

[Rick Phillips]

Wow, that was easy-thanks!

I'm not sure how those pesky spaces got there either; I must have been holding 
it wrong, you know blocking the 
antennae...

rp


 ---Original Message---
 From: Andrew Fremont 
 To: arslist@ARSLIST.ORG
 Subject: Re: tablefield button artifacts on browser...
 Sent: Jul 23 '10 16:30
 
 ** I have seen the similar issues several times on the table fields when
 viewing the form on mid-tier. It looks OK on WUT.
 
 It took me awhile to find out that, there is a space " " on labels.
 don't know how those spaces ended up there, but  I swear I removed
 them.
 
 
 The issue is fixed when I removed them again in Dev Studio, remember to
 flush the cache.
 
 
 Andrew.
 
 
 On Fri, Jul 23, 2010 at 3:32 PM, Rick Phillips <[LINK:
 mailto:r...@netfirst.com] r...@netfirst.com> wrote:
  ARS 7.5 p5
  SQL 2005
  Windows 7 (laptop development)
  IE 8
 
  I have several tablefields on my primary form, and ordinarily they would
 have 3 buttons at the bottom of the
  tablefield by default:  Report, Select All, DeSelect All.
 
  In Dev Studio, on the tablefield property, I have cleared the values for
 those buttons.
 
  On the browser, a thin artifact of the buttons remains, and if a user
 clicks the remains of any of the buttons, the
  button function executes.
 
  Has anyone seen this before?
 
  Thanks,
 
  Rick
 
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Re: tablefield button artifacts on browser...

[Andrew Fremont]

I have seen the similar issues several times on the table fields when
viewing the form on mid-tier. It looks OK on WUT.

It took me awhile to find out that, there is a space " " on labels. don't
know how those spaces ended up there, but  I swear I removed them.

The issue is fixed when I removed them again in Dev Studio, remember to
flush the cache.

Andrew.

On Fri, Jul 23, 2010 at 3:32 PM, Rick Phillips  wrote:

>  ARS 7.5 p5
>  SQL 2005
>  Windows 7 (laptop development)
>  IE 8
>
>  I have several tablefields on my primary form, and ordinarily they would
> have 3 buttons at the bottom of the
>  tablefield by default:  Report, Select All, DeSelect All.
>
>  In Dev Studio, on the tablefield property, I have cleared the values for
> those buttons.
>
>  On the browser, a thin artifact of the buttons remains, and if a user
> clicks the remains of any of the buttons, the
>  button function executes.
>
>  Has anyone seen this before?
>
>  Thanks,
>
>  Rick
>
>
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tablefield button artifacts on browser...

[Rick Phillips]

 ARS 7.5 p5
 SQL 2005
 Windows 7 (laptop development)
 IE 8
 
 I have several tablefields on my primary form, and ordinarily they would have 
3 buttons at the bottom of the
 tablefield by default:  Report, Select All, DeSelect All.
 
 In Dev Studio, on the tablefield property, I have cleared the values for those 
buttons.
 
 On the browser, a thin artifact of the buttons remains, and if a user clicks 
the remains of any of the buttons, the
 button function executes.
 
 Has anyone seen this before?
 
 Thanks,
 
 Rick

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Re: Change Management question

[Roger Justice]

And you can do it the way we did it before Release.
Change -> Change(s)-> Task 






-Original Message-
From: Rick Cook 
To: arslist 
Sent: Fri, Jul 23, 2010 3:59 pm
Subject: Re: Change Management question


** Well, having Release at the top allows things to flow Release --> 
Change/Activity --> Task.  Putting Release below Change eliminates the ability 
to use Tasks, since they can't be directly subordinate to a Release.

So our options for a dependent (i.e. Parent/Child) flow are:

Release --> Change/Activity --> Task
--OR--
Change --> Task
--OR--
Release --> Change(s)

Do I have that right?

Rick


On Fri, Jul 23, 2010 at 3:00 PM, Guillaume Rheault  wrote:

** 

Chris, good point. In the end, the main issue that needs to br definrd and 
standardized is the usage of the application.
The BMC Remedy Change Mgmt and Release Mgmt are loosely coupled OOTB, so 
various ways of usage can be defined, and that is usually the most difficult 
part in change mgmt implementations. Once you standardize usage, you can create 
business rules to lock down the app (customization really), to enforce such 
usage. 

Guillaume



From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of strauss [stra...@unt.edu]
Sent: Friday, July 23, 2010 2:53 PM


To: arslist@ARSLIST.ORG
Subject: Re: Change Management question






** 
Could the proper sequence be that an initial RFC would be considered for 
enterprise application versus local, and if approved for the enterprise you 
would create a parent Release for it, followed by additional child (to the 
Release) Infrastructure Changes and Activities for the rest of the enterprise?  
Or if the RFC was going to stand alone, for local application, then it still 
might be appropriate to create a parent release and add more Changes or at 
least Activities that were going to be necessary in conjunction with the action 
on the original RFC.
 
Larry Klosterboer’s book “Implementing ITIL Change and Release Management” is 
the newest guide I have found, but it is not specific to BMC ITSM (from IBM 
Press) so you have to figure out how to apply the generic concepts in your 
environment.
 
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/ 
 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Friday, July 23, 2010 1:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Change Management question

 
** 

hi Rick,

I understand the situation. But that parent change could be a release entry 
too. My understanding of the philiosphy behind the BMC Release Mgmt module is 
that the release entry is intended to be the parent of changes, i.e. the actual 
implementation changes to production... So the starting point is the release, 
not the change. From the release, you create child changes that are scheduled 
within the release. So it seems we have a terminology/nomenclature issue here, 
since most people would think the release is downstream of the change, when in 
fact it is not, it is upstream.

Guillaume



From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of Rick Cook [remedyr...@gmail.com]
Sent: Friday, July 23, 2010 2:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Change Management question

** The customer intends to have the Parent RFC as an initial point of approval 
and dispatch.  So Parent Company says "All installations need to patch their 
Windows OS with patches A, B, and C between Aug 1 and Aug 20".  Then when 
that's approved at the corporate level, each local NOC will create a child RFC 
and the related Release records to actually accomplish that and schedule it at 
their local level in a way, within the larger approved time window, in which 
doing that coordinates with the other planned outages and maintenance for their 
installation.

>From an approval level, the Parent approvals only take it up to Scheduled, and 
>then the Child approvals take over until they all are completed.  So from a 
>corporate level, I can look at the Parent RFC and from it, see the status of 
>all of the Child RFCs and associated Release records.

So think of it as having local control and accountability over the 
implementation of a global mandate.  Make sense?

Rick

On Fri, Jul 23, 2010 at 2:11 PM, Guillaume Rheault  wrote:
** 


from a process perspective, it seems to me having a a release with the child 
changes is sufficient...Release records can have approvals defined too with the 
approval server OOTB.
I don't see the benefit of the parent change

Guillaume



From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of Rick Cook [remedyr...@gmail.com]

Sent: Friday, July 23, 2010 1:34 PM 


To: arslist@ARSLIST.ORG
Subject: Re: Change Management question

 

** Thanks, Guillaume. 



The OOB Change Calendar has already been identified as an issue, due to its 

Re: Email Templates

[Jason Miller]

A few things to check are:

   - Make sure that the fields you want values for in the template are
   selected in the filter as fields to include.
   - Check field permissions
  - The user receiving the email needs permissions to the data/field
  being sent.
  - If Remedy cannot tie the recipient to a User record (by Login Name)
  only fields with Public permissions will be included (assuming
that a User
  record would have groups listed that grant more than Public).
  - Check the Variable Replacement in the AR System Email Message
   Record.
  - Set Display Advanced Options to Yes -> Advanced tab -> Variable
  Replacement tab -> Field Values
  - You should see the data values
  - If you do not see the record's data it is most likely related to one
  of the previous steps.
   - Open the HTML template in a true text editor (Notepad, Notepad++, Ultra
   Edit, etc) and make sure there are not any line breaks between the variable
   begin and end tags.  I have seen people cut and past text from Word that
   included extra stuff or returns between the tags.

I hope this helps.  Also remember that by default the Email engine caches
HTML templates.  If you make a change to the html file and reattach it, your
change will not take effect immediately.  You can restart the email engine
to read the updated template.

Jason

On Fri, Jul 23, 2010 at 10:16 AM, Henry Douglas
wrote:

> **
>
> Hello ARLIST,
>
>
>
> I’ve created an HTML email template for an outgoing email notification. The
> process works (email received per the run if qual) except for the record
> values are missing and the placement area of the values is blank in the
> email. My HTML template contains the record values formatted #$$db Name$$#.
> My first question is I’m not sure of the proper format of the required field
> Text, whether it requires server template, and other user designations.
>
>
>
> Thanks
>
> Henry
>
> ARS 6.3
>
> --
> First Command Financial Services, Inc., parent of First Command Financial
> Planning, Inc. (Member SIPC), a registered broker-dealer and registered
> investment adviser, and First Command Bank.
>
> Financial planning services and investment products, including securities,
> are offered by First Command Financial Planning, Inc. Insurance products and
> services are offered by First Command Financial Services, Inc. In certain
> states, as required by law, First Command Financial Services, Inc. does
> business as a separate, domestic corporation, and does business in
> California as “First Command Insurance Services.” Banking products and
> services are offered by First Command Bank. Securities products are not FDIC
> insured, not bank guaranteed and may lose value.
>
> STATEMENT OF CONFIDENTIALITY: The information contained in this message or
> any attachments to this message are intended only for the person(s) or
> entity to which it is addressed and may contain confidential and/or
> privileged material as well as being protected from disclosure. The
> information contained herein is based on sources we believe reliable but is
> not considered all-inclusive. Any review, retransmission, dissemination or
> other use of, or taking of any action in reliance upon, this information by
> persons or entities other than the intended recipient is strictly
> prohibited. If you received this in error, please contact the sender
> immediately and delete the material from any computer.
> www.firstcommand.com
>  _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Change Management question

[Rick Cook]

Well, having Release at the top allows things to flow Release -->
Change/Activity --> Task.  Putting Release below Change eliminates the
ability to use Tasks, since they can't be directly subordinate to a Release.

So our options for a dependent (i.e. Parent/Child) flow are:

Release --> Change/Activity --> Task
--OR--
Change --> Task
--OR--
Release --> Change(s)

Do I have that right?

Rick

On Fri, Jul 23, 2010 at 3:00 PM, Guillaume Rheault wrote:

> **
>  Chris, good point. In the end, the main issue that needs to br definrd
> and standardized is the usage of the application.
> The BMC Remedy Change Mgmt and Release Mgmt are loosely coupled OOTB, so
> various ways of usage can be defined, and that is usually the most difficult
> part in change mgmt implementations. Once you standardize usage, you can
> create business rules to lock down the app (customization really), to
> enforce such usage.
>
> Guillaume
>
>  --
> *From:* Action Request System discussion list(ARSList) [
> arsl...@arslist.org] on behalf of strauss [stra...@unt.edu]
> *Sent:* Friday, July 23, 2010 2:53 PM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Change Management question
>
>  **
>
> Could the proper sequence be that an initial RFC would be considered for
> enterprise application versus local, and if approved for the enterprise you
> would create a parent Release for it, followed by additional child (to the
> Release) Infrastructure Changes and Activities for the rest of the
> enterprise?  Or if the RFC was going to stand alone, for local application,
> then it still might be appropriate to create a parent release and add more
> Changes or at least Activities that were going to be necessary in
> conjunction with the action on the original RFC.
>
>
>
> Larry Klosterboer’s book “Implementing ITIL Change and Release Management”
> is the newest guide I have found, but it is not specific to BMC ITSM (from
> IBM Press) so you have to figure out how to apply the generic concepts in
> your environment.
>
>
>
> Christopher Strauss, Ph.D.
> Call Tracking Administration Manager
> University of North Texas Computing & IT Center
> http://itsm.unt.edu/
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Guillaume Rheault
> *Sent:* Friday, July 23, 2010 1:29 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Change Management question
>
>
>
> **
>
> hi Rick,
>
> I understand the situation. But that parent change could be a release entry
> too. My understanding of the philiosphy behind the BMC Release Mgmt module
> is that the release entry is intended to be the parent of changes, i.e. the
> actual implementation changes to production... So the starting point is the
> release, not the change. From the release, you create child changes that are
> scheduled within the release. So it seems we have a terminology/nomenclature
> issue here, since most people would think the release is downstream of the
> change, when in fact it is not, it is upstream.
>
> Guillaume
>   --
>
> *From:* Action Request System discussion list(ARSList) [
> arsl...@arslist.org] on behalf of Rick Cook [remedyr...@gmail.com]
> *Sent:* Friday, July 23, 2010 2:19 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Change Management question
>
> ** The customer intends to have the Parent RFC as an initial point of
> approval and dispatch.  So Parent Company says "All installations need to
> patch their Windows OS with patches A, B, and C between Aug 1 and Aug 20".
> Then when that's approved at the corporate level, each local NOC will create
> a child RFC and the related Release records to actually accomplish that and
> schedule it at their local level in a way, within the larger approved time
> window, in which doing that coordinates with the other planned outages and
> maintenance for their installation.
>
> From an approval level, the Parent approvals only take it up to Scheduled,
> and then the Child approvals take over until they all are completed.  So
> from a corporate level, I can look at the Parent RFC and from it, see the
> status of all of the Child RFCs and associated Release records.
>
> So think of it as having local control and accountability over the
> implementation of a global mandate.  Make sense?
>
> Rick
>
> On Fri, Jul 23, 2010 at 2:11 PM, Guillaume Rheault 
> wrote:
>
> **
>
> from a process perspective, it seems to me having a a release with the
> child changes is sufficient...Release records can have approvals defined too
> with the approval server OOTB.
> I don't see the benefit of the parent change
>
> Guillaume
>   --
>
> *From:* Action Request System discussion list(ARSList) [
> arsl...@arslist.org] on behalf of Rick Cook [remedyr...@gmail.com]
>
> *Sent:* Friday, July 23, 2010 1:34 PM
>
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Change Management question
>
>
>
> ** Thanks, Guillaume.
>
>
>
> The OOB Change Cal

Re: Crystal Report error

[Atul Vohra]

Sorry forgot to mention - this is being accessed using mid-tier

-Original Message-
From: "Lammey, Peter A." [peter.a.lam...@espn.com]
Date: 07/23/2010 02:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Crystal Report error

Does your Remedy User client have ODBC use underscores checked?  This can be 
found in the menu Tools ->  Options and in the Advanced tab.  Also verify that 
your Remedy application server name is listed in Report Server field (and 
includes TCP if necessary in the TCP field next to that field). 

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

-Original Message- 
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Atul Vohra 
Sent: Friday, July 23, 2010 2:01 PM 
To: arslist@ARSLIST.ORG 
Subject: Crystal Report error 

We are using Business Objects 11.5 with ARS 7.5 

When I try to run pre-canned reports in Incident Manager, I get the following 
eror 

The table 'HPD_Help_Desk' could not be found. Error in File 
C:\WINDOWS\TEMP\HPD5fAssigee5fModifed1 
{E5FBF338-ED6F-4707-8B9E-E3BA1E0309AB}.rpt: The table could not be found. 

Have to confess am not a experienced crystal report person so need some help. 

Thanks 

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Re: Change Management question

[Guillaume Rheault]

Chris, good point. In the end, the main issue that needs to br definrd and 
standardized is the usage of the application.
The BMC Remedy Change Mgmt and Release Mgmt are loosely coupled OOTB, so 
various ways of usage can be defined, and that is usually the most difficult 
part in change mgmt implementations. Once you standardize usage, you can create 
business rules to lock down the app (customization really), to enforce such 
usage.

Guillaume


From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of strauss [stra...@unt.edu]
Sent: Friday, July 23, 2010 2:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: Change Management question

**
Could the proper sequence be that an initial RFC would be considered for 
enterprise application versus local, and if approved for the enterprise you 
would create a parent Release for it, followed by additional child (to the 
Release) Infrastructure Changes and Activities for the rest of the enterprise?  
Or if the RFC was going to stand alone, for local application, then it still 
might be appropriate to create a parent release and add more Changes or at 
least Activities that were going to be necessary in conjunction with the action 
on the original RFC.

Larry Klosterboer’s book “Implementing ITIL Change and Release Management” is 
the newest guide I have found, but it is not specific to BMC ITSM (from IBM 
Press) so you have to figure out how to apply the generic concepts in your 
environment.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Friday, July 23, 2010 1:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Change Management question

**
hi Rick,

I understand the situation. But that parent change could be a release entry 
too. My understanding of the philiosphy behind the BMC Release Mgmt module is 
that the release entry is intended to be the parent of changes, i.e. the actual 
implementation changes to production... So the starting point is the release, 
not the change. From the release, you create child changes that are scheduled 
within the release. So it seems we have a terminology/nomenclature issue here, 
since most people would think the release is downstream of the change, when in 
fact it is not, it is upstream.

Guillaume

From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of Rick Cook [remedyr...@gmail.com]
Sent: Friday, July 23, 2010 2:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Change Management question
** The customer intends to have the Parent RFC as an initial point of approval 
and dispatch.  So Parent Company says "All installations need to patch their 
Windows OS with patches A, B, and C between Aug 1 and Aug 20".  Then when 
that's approved at the corporate level, each local NOC will create a child RFC 
and the related Release records to actually accomplish that and schedule it at 
their local level in a way, within the larger approved time window, in which 
doing that coordinates with the other planned outages and maintenance for their 
installation.

>From an approval level, the Parent approvals only take it up to Scheduled, and 
>then the Child approvals take over until they all are completed.  So from a 
>corporate level, I can look at the Parent RFC and from it, see the status of 
>all of the Child RFCs and associated Release records.

So think of it as having local control and accountability over the 
implementation of a global mandate.  Make sense?

Rick
On Fri, Jul 23, 2010 at 2:11 PM, Guillaume Rheault 
mailto:guilla...@dcshq.com>> wrote:
**
from a process perspective, it seems to me having a a release with the child 
changes is sufficient...Release records can have approvals defined too with the 
approval server OOTB.
I don't see the benefit of the parent change

Guillaume

From: Action Request System discussion list(ARSList) 
[arsl...@arslist.org] on behalf of Rick Cook 
[remedyr...@gmail.com]
Sent: Friday, July 23, 2010 1:34 PM

To: arslist@ARSLIST.ORG
Subject: Re: Change Management question

** Thanks, Guillaume.


The OOB Change Calendar has already been identified as an issue, due to its 
limitations on time periods.  We are looking at options there.  Collision and 
Impact aren't really going to be used by the customer at first, though as their 
CM processes mature and their CI data gets more complete, they intend to get 
there.  And we intend to attach the affected CIs to the child RFCs, not the 
Parent, though we're open to relating them to the Release records instead if 
that works better.

So is what you are saying that the only subordinate records from a Parent RFC 
should be Release 

Re: Change Management question

[Rick Cook]

Wow, I just read the CM User Guide again, and you're right - Release is
designed to be the parent of Changes and Activities.  A quote from page 42:
"A release is a collection of related authorized changes to an IT service
that are tested and introduced into the live environment together."

OK, then.  We have some paradigm-shifting to do on the part of the
customer.  I think I will wait until Monday to do that - don't want to spoil
anyone's weekend.  [?]

Rick

On Fri, Jul 23, 2010 at 2:29 PM, Guillaume Rheault wrote:

> **
>  hi Rick,
>
> I understand the situation. But that parent change could be a release entry
> too. My understanding of the philiosphy behind the BMC Release Mgmt module
> is that the release entry is intended to be the parent of changes, i.e. the
> actual implementation changes to production... So the starting point is the
> release, not the change. From the release, you create child changes that are
> scheduled within the release. So it seems we have a terminology/nomenclature
> issue here, since most people would think the release is downstream of the
> change, when in fact it is not, it is upstream.
>
> Guillaume
>
>  --
> *From:* Action Request System discussion list(ARSList) [
> arsl...@arslist.org] on behalf of Rick Cook [remedyr...@gmail.com]
> *Sent:* Friday, July 23, 2010 2:19 PM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Change Management question
>
>  ** The customer intends to have the Parent RFC as an initial point of
> approval and dispatch.  So Parent Company says "All installations need to
> patch their Windows OS with patches A, B, and C between Aug 1 and Aug 20".
> Then when that's approved at the corporate level, each local NOC will create
> a child RFC and the related Release records to actually accomplish that and
> schedule it at their local level in a way, within the larger approved time
> window, in which doing that coordinates with the other planned outages and
> maintenance for their installation.
>
>
> From an approval level, the Parent approvals only take it up to Scheduled,
> and then the Child approvals take over until they all are completed.  So
> from a corporate level, I can look at the Parent RFC and from it, see the
> status of all of the Child RFCs and associated Release records.
>
> So think of it as having local control and accountability over the
> implementation of a global mandate.  Make sense?
>
> Rick
>
> On Fri, Jul 23, 2010 at 2:11 PM, Guillaume Rheault wrote:
>
>> **
>>  from a process perspective, it seems to me having a a release with the
>> child changes is sufficient...Release records can have approvals defined too
>> with the approval server OOTB.
>> I don't see the benefit of the parent change
>>
>> Guillaume
>>
>>  --
>>  *From:* Action Request System discussion list(ARSList) [
>> arsl...@arslist.org] on behalf of Rick Cook [remedyr...@gmail.com]
>>  *Sent:* Friday, July 23, 2010 1:34 PM
>>
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: Change Management question
>>
>>  ** Thanks, Guillaume.
>>
>>
>> The OOB Change Calendar has already been identified as an issue, due to
>> its limitations on time periods.  We are looking at options there.
>> Collision and Impact aren't really going to be used by the customer at
>> first, though as their CM processes mature and their CI data gets more
>> complete, they intend to get there.  And we intend to attach the affected
>> CIs to the child RFCs, not the Parent, though we're open to relating them to
>> the Release records instead if that works better.
>>
>> So is what you are saying that the only subordinate records from a Parent
>> RFC should be Release records, not other RFCs?  Does using that in a
>> 3-tiered scenario cause other problems from a functional standpoint?  As
>> long as we can tie the records together (which we can) and have Approval
>> gates for all of them (which we can), and maintain controls over who updates
>> each (which we can), the Change Calendar is of little real consequence,
>> since we'll be giving the CAB a printed report anyway.
>>
>> Rick
>>
>> On Fri, Jul 23, 2010 at 1:22 PM, Guillaume Rheault 
>> wrote:
>>
>>> **
>>>  Rick,
>>>
>>> Having "parent" or "master" changes that  have days or months for
>>> implementation may not be a good idea, because it is going to mess up your
>>> change calendars, whether your OOTB ITSM change calendar, or any other
>>> calenda (BTW, take a look at the Kinetic calendar, it is awesome and really
>>> simple to set up), unless you filter out this "parent" changes by the change
>>> type or something else. Other things that will be messed up are is the new
>>> 7.5 collision detection and impact analysis. I am running into this specific
>>> situation right now and it is not clean... it is actually cludgy. I advise
>>> you to stay away from that scenario as much as possible from day one.
>>>
>>> I agree with Roger that these kind of parent changes should find their
>>> place i

Re: Change Management question

[Guillaume Rheault]

Rick,

I found the evidence of my assumption of Release being the starting point, the 
top object if you will.
On page 42 of the "BMC Remedy Change Management 7.5.00 User’s Guide", it is 
stated:

.A release is a collection of related authorized changes to an IT service
that are tested and introduced into the live environment together.
..

Tracking and managing change and deployment activities
.

You may want to review the whole process you described in your earlier post

Guillaume


From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of Guillaume Rheault [guilla...@dcshq.com]
Sent: Friday, July 23, 2010 2:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Change Management question

**
hi Rick,

I understand the situation. But that parent change could be a release entry 
too. My understanding of the philiosphy behind the BMC Release Mgmt module is 
that the release entry is intended to be the parent of changes, i.e. the actual 
implementation changes to production... So the starting point is the release, 
not the change. From the release, you create child changes that are scheduled 
within the release. So it seems we have a terminology/nomenclature issue here, 
since most people would think the release is downstream of the change, when in 
fact it is not, it is upstream.

Guillaume


From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of Rick Cook [remedyr...@gmail.com]
Sent: Friday, July 23, 2010 2:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Change Management question

** The customer intends to have the Parent RFC as an initial point of approval 
and dispatch.  So Parent Company says "All installations need to patch their 
Windows OS with patches A, B, and C between Aug 1 and Aug 20".  Then when 
that's approved at the corporate level, each local NOC will create a child RFC 
and the related Release records to actually accomplish that and schedule it at 
their local level in a way, within the larger approved time window, in which 
doing that coordinates with the other planned outages and maintenance for their 
installation.

>From an approval level, the Parent approvals only take it up to Scheduled, and 
>then the Child approvals take over until they all are completed.  So from a 
>corporate level, I can look at the Parent RFC and from it, see the status of 
>all of the Child RFCs and associated Release records.

So think of it as having local control and accountability over the 
implementation of a global mandate.  Make sense?

Rick

On Fri, Jul 23, 2010 at 2:11 PM, Guillaume Rheault 
mailto:guilla...@dcshq.com>> wrote:
**
from a process perspective, it seems to me having a a release with the child 
changes is sufficient...Release records can have approvals defined too with the 
approval server OOTB.
I don't see the benefit of the parent change

Guillaume


From: Action Request System discussion list(ARSList) 
[arsl...@arslist.org] on behalf of Rick Cook 
[remedyr...@gmail.com]
Sent: Friday, July 23, 2010 1:34 PM

To: arslist@ARSLIST.ORG
Subject: Re: Change Management question

** Thanks, Guillaume.


The OOB Change Calendar has already been identified as an issue, due to its 
limitations on time periods.  We are looking at options there.  Collision and 
Impact aren't really going to be used by the customer at first, though as their 
CM processes mature and their CI data gets more complete, they intend to get 
there.  And we intend to attach the affected CIs to the child RFCs, not the 
Parent, though we're open to relating them to the Release records instead if 
that works better.

So is what you are saying that the only subordinate records from a Parent RFC 
should be Release records, not other RFCs?  Does using that in a 3-tiered 
scenario cause other problems from a functional standpoint?  As long as we can 
tie the records together (which we can) and have Approval gates for all of them 
(which we can), and maintain controls over who updates each (which we can), the 
Change Calendar is of little real consequence, since we'll be giving the CAB a 
printed report anyway.

Rick

On Fri, Jul 23, 2010 at 1:22 PM, Guillaume Rheault 
mailto:guilla...@dcshq.com>> wrote:
**
Rick,

Having "parent" or "master" changes that  have days or months for 
implementation may not be a good idea, because it is going to mess up your 
change calendars, whether your OOTB ITSM change calendar, or any other calenda 
(BTW, take a look at the Kinetic calendar, it is awesome and really simple to 
set up), unless you filter out this "parent" changes by the change type or 
something else. Other things that will be messed up are is the new 7.5 
collision detection and impact analysis. I am running into this specific 
situation right now and it is not clean... it is actually clu

Re: Change Management question

[strauss]

Could the proper sequence be that an initial RFC would be considered for 
enterprise application versus local, and if approved for the enterprise you 
would create a parent Release for it, followed by additional child (to the 
Release) Infrastructure Changes and Activities for the rest of the enterprise?  
Or if the RFC was going to stand alone, for local application, then it still 
might be appropriate to create a parent release and add more Changes or at 
least Activities that were going to be necessary in conjunction with the action 
on the original RFC.

Larry Klosterboer's book "Implementing ITIL Change and Release Management" is 
the newest guide I have found, but it is not specific to BMC ITSM (from IBM 
Press) so you have to figure out how to apply the generic concepts in your 
environment.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Friday, July 23, 2010 1:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Change Management question

**
hi Rick,

I understand the situation. But that parent change could be a release entry 
too. My understanding of the philiosphy behind the BMC Release Mgmt module is 
that the release entry is intended to be the parent of changes, i.e. the actual 
implementation changes to production... So the starting point is the release, 
not the change. From the release, you create child changes that are scheduled 
within the release. So it seems we have a terminology/nomenclature issue here, 
since most people would think the release is downstream of the change, when in 
fact it is not, it is upstream.

Guillaume

From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of Rick Cook [remedyr...@gmail.com]
Sent: Friday, July 23, 2010 2:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Change Management question
** The customer intends to have the Parent RFC as an initial point of approval 
and dispatch.  So Parent Company says "All installations need to patch their 
Windows OS with patches A, B, and C between Aug 1 and Aug 20".  Then when 
that's approved at the corporate level, each local NOC will create a child RFC 
and the related Release records to actually accomplish that and schedule it at 
their local level in a way, within the larger approved time window, in which 
doing that coordinates with the other planned outages and maintenance for their 
installation.

>From an approval level, the Parent approvals only take it up to Scheduled, and 
>then the Child approvals take over until they all are completed.  So from a 
>corporate level, I can look at the Parent RFC and from it, see the status of 
>all of the Child RFCs and associated Release records.

So think of it as having local control and accountability over the 
implementation of a global mandate.  Make sense?

Rick
On Fri, Jul 23, 2010 at 2:11 PM, Guillaume Rheault 
mailto:guilla...@dcshq.com>> wrote:
**
from a process perspective, it seems to me having a a release with the child 
changes is sufficient...Release records can have approvals defined too with the 
approval server OOTB.
I don't see the benefit of the parent change

Guillaume

From: Action Request System discussion list(ARSList) 
[arsl...@arslist.org] on behalf of Rick Cook 
[remedyr...@gmail.com]
Sent: Friday, July 23, 2010 1:34 PM

To: arslist@ARSLIST.ORG
Subject: Re: Change Management question

** Thanks, Guillaume.


The OOB Change Calendar has already been identified as an issue, due to its 
limitations on time periods.  We are looking at options there.  Collision and 
Impact aren't really going to be used by the customer at first, though as their 
CM processes mature and their CI data gets more complete, they intend to get 
there.  And we intend to attach the affected CIs to the child RFCs, not the 
Parent, though we're open to relating them to the Release records instead if 
that works better.

So is what you are saying that the only subordinate records from a Parent RFC 
should be Release records, not other RFCs?  Does using that in a 3-tiered 
scenario cause other problems from a functional standpoint?  As long as we can 
tie the records together (which we can) and have Approval gates for all of them 
(which we can), and maintain controls over who updates each (which we can), the 
Change Calendar is of little real consequence, since we'll be giving the CAB a 
printed report anyway.

Rick
On Fri, Jul 23, 2010 at 1:22 PM, Guillaume Rheault 
mailto:guilla...@dcshq.com>> wrote:
**
Rick,

Having "parent" or "master" changes that  have days or months for 
implementation may not be a good idea, because it is going to mess up your 
change calendars, whether your OOTB ITSM change calend

Re: Change Management question

[Guillaume Rheault]

hi Rick,

I understand the situation. But that parent change could be a release entry 
too. My understanding of the philiosphy behind the BMC Release Mgmt module is 
that the release entry is intended to be the parent of changes, i.e. the actual 
implementation changes to production... So the starting point is the release, 
not the change. From the release, you create child changes that are scheduled 
within the release. So it seems we have a terminology/nomenclature issue here, 
since most people would think the release is downstream of the change, when in 
fact it is not, it is upstream.

Guillaume


From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of Rick Cook [remedyr...@gmail.com]
Sent: Friday, July 23, 2010 2:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Change Management question

** The customer intends to have the Parent RFC as an initial point of approval 
and dispatch.  So Parent Company says "All installations need to patch their 
Windows OS with patches A, B, and C between Aug 1 and Aug 20".  Then when 
that's approved at the corporate level, each local NOC will create a child RFC 
and the related Release records to actually accomplish that and schedule it at 
their local level in a way, within the larger approved time window, in which 
doing that coordinates with the other planned outages and maintenance for their 
installation.

>From an approval level, the Parent approvals only take it up to Scheduled, and 
>then the Child approvals take over until they all are completed.  So from a 
>corporate level, I can look at the Parent RFC and from it, see the status of 
>all of the Child RFCs and associated Release records.

So think of it as having local control and accountability over the 
implementation of a global mandate.  Make sense?

Rick

On Fri, Jul 23, 2010 at 2:11 PM, Guillaume Rheault 
mailto:guilla...@dcshq.com>> wrote:
**
from a process perspective, it seems to me having a a release with the child 
changes is sufficient...Release records can have approvals defined too with the 
approval server OOTB.
I don't see the benefit of the parent change

Guillaume


From: Action Request System discussion list(ARSList) 
[arsl...@arslist.org] on behalf of Rick Cook 
[remedyr...@gmail.com]
Sent: Friday, July 23, 2010 1:34 PM

To: arslist@ARSLIST.ORG
Subject: Re: Change Management question

** Thanks, Guillaume.


The OOB Change Calendar has already been identified as an issue, due to its 
limitations on time periods.  We are looking at options there.  Collision and 
Impact aren't really going to be used by the customer at first, though as their 
CM processes mature and their CI data gets more complete, they intend to get 
there.  And we intend to attach the affected CIs to the child RFCs, not the 
Parent, though we're open to relating them to the Release records instead if 
that works better.

So is what you are saying that the only subordinate records from a Parent RFC 
should be Release records, not other RFCs?  Does using that in a 3-tiered 
scenario cause other problems from a functional standpoint?  As long as we can 
tie the records together (which we can) and have Approval gates for all of them 
(which we can), and maintain controls over who updates each (which we can), the 
Change Calendar is of little real consequence, since we'll be giving the CAB a 
printed report anyway.

Rick

On Fri, Jul 23, 2010 at 1:22 PM, Guillaume Rheault 
mailto:guilla...@dcshq.com>> wrote:
**
Rick,

Having "parent" or "master" changes that  have days or months for 
implementation may not be a good idea, because it is going to mess up your 
change calendars, whether your OOTB ITSM change calendar, or any other calenda 
(BTW, take a look at the Kinetic calendar, it is awesome and really simple to 
set up), unless you filter out this "parent" changes by the change type or 
something else. Other things that will be messed up are is the new 7.5 
collision detection and impact analysis. I am running into this specific 
situation right now and it is not clean... it is actually cludgy. I advise you 
to stay away from that scenario as much as possible from day one.

I agree with Roger that these kind of parent changes should find their place in 
the release module somehow, and not in the change module. This implies of 
course using another module, training,etc, but in the end it will be much 
cleaner from a process, data and reporting perspectives.

Guillaume


From: Action Request System discussion list(ARSList) 
[arsl...@arslist.org] on behalf of Rick Cook 
[remedyr...@gmail.com]
Sent: Thursday, July 22, 2010 11:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: Change Management question

** We intend to log the actual work in 

Re: Change Management question

[Rick Cook]

The customer intends to have the Parent RFC as an initial point of approval
and dispatch.  So Parent Company says "All installations need to patch their
Windows OS with patches A, B, and C between Aug 1 and Aug 20".  Then when
that's approved at the corporate level, each local NOC will create a child
RFC and the related Release records to actually accomplish that and schedule
it at their local level in a way, within the larger approved time window, in
which doing that coordinates with the other planned outages and maintenance
for their installation.

>From an approval level, the Parent approvals only take it up to Scheduled,
and then the Child approvals take over until they all are completed.  So
from a corporate level, I can look at the Parent RFC and from it, see the
status of all of the Child RFCs and associated Release records.

So think of it as having local control and accountability over the
implementation of a global mandate.  Make sense?

Rick

On Fri, Jul 23, 2010 at 2:11 PM, Guillaume Rheault wrote:

> **
>  from a process perspective, it seems to me having a a release with the
> child changes is sufficient...Release records can have approvals defined too
> with the approval server OOTB.
> I don't see the benefit of the parent change
>
> Guillaume
>
>  --
> *From:* Action Request System discussion list(ARSList) [
> arsl...@arslist.org] on behalf of Rick Cook [remedyr...@gmail.com]
> *Sent:* Friday, July 23, 2010 1:34 PM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Change Management question
>
>  ** Thanks, Guillaume.
>
>
> The OOB Change Calendar has already been identified as an issue, due to its
> limitations on time periods.  We are looking at options there.  Collision
> and Impact aren't really going to be used by the customer at first, though
> as their CM processes mature and their CI data gets more complete, they
> intend to get there.  And we intend to attach the affected CIs to the child
> RFCs, not the Parent, though we're open to relating them to the Release
> records instead if that works better.
>
> So is what you are saying that the only subordinate records from a Parent
> RFC should be Release records, not other RFCs?  Does using that in a
> 3-tiered scenario cause other problems from a functional standpoint?  As
> long as we can tie the records together (which we can) and have Approval
> gates for all of them (which we can), and maintain controls over who updates
> each (which we can), the Change Calendar is of little real consequence,
> since we'll be giving the CAB a printed report anyway.
>
> Rick
>
> On Fri, Jul 23, 2010 at 1:22 PM, Guillaume Rheault wrote:
>
>> **
>>  Rick,
>>
>> Having "parent" or "master" changes that  have days or months for
>> implementation may not be a good idea, because it is going to mess up your
>> change calendars, whether your OOTB ITSM change calendar, or any other
>> calenda (BTW, take a look at the Kinetic calendar, it is awesome and really
>> simple to set up), unless you filter out this "parent" changes by the change
>> type or something else. Other things that will be messed up are is the new
>> 7.5 collision detection and impact analysis. I am running into this specific
>> situation right now and it is not clean... it is actually cludgy. I advise
>> you to stay away from that scenario as much as possible from day one.
>>
>> I agree with Roger that these kind of parent changes should find their
>> place in the release module somehow, and not in the change module. This
>> implies of course using another module, training,etc, but in the end it will
>> be much cleaner from a process, data and reporting perspectives.
>>
>> Guillaume
>>
>>  --
>> *From:* Action Request System discussion list(ARSList) [
>> arsl...@arslist.org] on behalf of Rick Cook [remedyr...@gmail.com]
>> *Sent:* Thursday, July 22, 2010 11:36 AM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: Change Management question
>>
>>  ** We intend to log the actual work in Release, but we want local RFCs
>> to track the scheduling of the change, which would have different acceptable
>> maintenance windows at each location.  So the parent change would give, say,
>> a 30 day window for implementation, and each child RFC logs where within
>> that window the individual location will do their change.  Does that seem
>> like a sound structure, Roger, or should everything underneath the parent
>> RFC be based in Release?
>>
>>
>> Rick
>>
>> On Thu, Jul 22, 2010 at 11:30 AM, Roger Justice wrote:
>>
>>> ** This would be better handled by Release. I know that the parent in
>>> either case cannot be closed until the children changes are completed.
>>>
>>>
>>>
>>>   -Original Message-
>>> From: Rick Cook 
>>> To: arslist 
>>> Sent: Thu, Jul 22, 2010 11:26 am
>>> Subject: Change Management question
>>>
>>>** We are looking to use CM (7.5) like this:  One Project or Release
>>> RFC that would dictate what needed to be done at mu

Re: Crystal Report error

[Lammey, Peter A.]

Does your Remedy User client have ODBC use underscores checked?  This can be 
found in the menu Tools ->  Options and in the Advanced tab.  Also verify that 
your Remedy application server name is listed in Report Server field (and 
includes TCP if necessary in the TCP field next to that field).

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

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Atul Vohra
Sent: Friday, July 23, 2010 2:01 PM
To: arslist@ARSLIST.ORG
Subject: Crystal Report error

We are using Business Objects 11.5 with ARS 7.5

When I try to run pre-canned reports in Incident Manager, I get the following 
eror

The table 'HPD_Help_Desk' could not be found. Error in File 
C:\WINDOWS\TEMP\HPD5fAssigee5fModifed1 
{E5FBF338-ED6F-4707-8B9E-E3BA1E0309AB}.rpt: The table could not be found.

Have to confess am not a experienced crystal report person so need some help.

Thanks

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 
www.wwrug.com ARSlist: "Where the Answers Are"

Please consider the environment before printing this e-mail.

Re: Change Management question

[Rick Cook]

We are on 7.5 patch 4, and I see "Release" in the Relationship Type on the
Change form, and see "Infrastructure Change" in the Relationship Type field
on a Release record.

Rick

On Fri, Jul 23, 2010 at 1:38 PM, Roger Justice  wrote:

> ** I tried to create a child Release to a Change and it is not lited as an
> option on the Change Relationships tab. This was ITSM 7.6 no Patch.
>
>
>
> -Original Message-
> From: Rick Cook 
> To: arslist 
> Sent: Fri, Jul 23, 2010 1:34 pm
> Subject: Re: Change Management question
>
> ** Thanks, Guillaume.
>
> The OOB Change Calendar has already been identified as an issue, due to its
> limitations on time periods.  We are looking at options there.  Collision
> and Impact aren't really going to be used by the customer at first, though
> as their CM processes mature and their CI data gets more complete, they
> intend to get there.  And we intend to attach the affected CIs to the child
> RFCs, not the Parent, though we're open to relating them to the Release
> records instead if that works better.
>
> So is what you are saying that the only subordinate records from a Parent
> RFC should be Release records, not other RFCs?  Does using that in a
> 3-tiered scenario cause other problems from a functional standpoint?  As
> long as we can tie the records together (which we can) and have Approval
> gates for all of them (which we can), and maintain controls over who updates
> each (which we can), the Change Calendar is of little real consequence,
> since we'll be giving the CAB a printed report anyway.
>
> Rick
>
> On Fri, Jul 23, 2010 at 1:22 PM, Guillaume Rheault wrote:
>
>> **
>>  Rick,
>>
>> Having "parent" or "master" changes that  have days or months for
>> implementation may not be a good idea, because it is going to mess up your
>> change calendars, whether your OOTB ITSM change calendar, or any other
>> calenda (BTW, take a look at the Kinetic calendar, it is awesome and really
>> simple to set up), unless you filter out this "parent" changes by the change
>> type or something else. Other things that will be messed up are is the new
>> 7.5 collision detection and impact analysis. I am running into this specific
>> situation right now and it is not clean... it is actually cludgy. I advise
>> you to stay away from that scenario as much as possible from day one.
>>
>> I agree with Roger that these kind of parent changes should find their
>> place in the release module somehow, and not in the change module. This
>> implies of course using another module, training,etc, but in the end it will
>> be much cleaner from a process, data and reporting perspectives.
>>
>> Guillaume
>>
>>  --
>> *From:* Action Request System discussion list(ARSList) [
>> arsl...@arslist.org] on behalf of Rick Cook [remedyr...@gmail.com]
>> *Sent:* Thursday, July 22, 2010 11:36 AM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: Change Management question
>>
>>  ** We intend to log the actual work in Release, but we want local RFCs
>> to track the scheduling of the change, which would have different acceptable
>> maintenance windows at each location.  So the parent change would give, say,
>> a 30 day window for implementation, and each child RFC logs where within
>> that window the individual location will do their change.  Does that seem
>> like a sound structure, Roger, or should everything underneath the parent
>> RFC be based in Release?
>>
>>
>> Rick
>>
>> On Thu, Jul 22, 2010 at 11:30 AM, Roger Justice wrote:
>>
>>> ** This would be better handled by Release. I know that the parent in
>>> either case cannot be closed until the children changes are completed.
>>>
>>>
>>>
>>>   -Original Message-
>>> From: Rick Cook 
>>> To: arslist 
>>> Sent: Thu, Jul 22, 2010 11:26 am
>>> Subject: Change Management question
>>>
>>>** We are looking to use CM (7.5) like this:  One Project or Release
>>> RFC that would dictate what needed to be done at multiple locations.  Then
>>> subordinate RFCs would be created at each location to handle the exact
>>> scheduling and implementation.  My question is whether the Parent/Child RFC
>>> process works like the RFC/Task process, in that closing the last task in an
>>> RFC auto-closes it and/or if the Parent RFC is prevented from being closed
>>> until all of the children are closed.
>>>
>>> Just trying to get a handle on the degree of dependence or control the
>>> parent RFC has on the subordinate RFC, and vice versa.
>>>
>>> Rick
>>>  _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>>>  _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>>
>> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>  _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>

___
UN

Re: Change Management question

[Guillaume Rheault]

from a process perspective, it seems to me having a a release with the child 
changes is sufficient...Release records can have approvals defined too with the 
approval server OOTB.
I don't see the benefit of the parent change

Guillaume


From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of Rick Cook [remedyr...@gmail.com]
Sent: Friday, July 23, 2010 1:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: Change Management question

** Thanks, Guillaume.

The OOB Change Calendar has already been identified as an issue, due to its 
limitations on time periods.  We are looking at options there.  Collision and 
Impact aren't really going to be used by the customer at first, though as their 
CM processes mature and their CI data gets more complete, they intend to get 
there.  And we intend to attach the affected CIs to the child RFCs, not the 
Parent, though we're open to relating them to the Release records instead if 
that works better.

So is what you are saying that the only subordinate records from a Parent RFC 
should be Release records, not other RFCs?  Does using that in a 3-tiered 
scenario cause other problems from a functional standpoint?  As long as we can 
tie the records together (which we can) and have Approval gates for all of them 
(which we can), and maintain controls over who updates each (which we can), the 
Change Calendar is of little real consequence, since we'll be giving the CAB a 
printed report anyway.

Rick

On Fri, Jul 23, 2010 at 1:22 PM, Guillaume Rheault 
mailto:guilla...@dcshq.com>> wrote:
**
Rick,

Having "parent" or "master" changes that  have days or months for 
implementation may not be a good idea, because it is going to mess up your 
change calendars, whether your OOTB ITSM change calendar, or any other calenda 
(BTW, take a look at the Kinetic calendar, it is awesome and really simple to 
set up), unless you filter out this "parent" changes by the change type or 
something else. Other things that will be messed up are is the new 7.5 
collision detection and impact analysis. I am running into this specific 
situation right now and it is not clean... it is actually cludgy. I advise you 
to stay away from that scenario as much as possible from day one.

I agree with Roger that these kind of parent changes should find their place in 
the release module somehow, and not in the change module. This implies of 
course using another module, training,etc, but in the end it will be much 
cleaner from a process, data and reporting perspectives.

Guillaume


From: Action Request System discussion list(ARSList) 
[arsl...@arslist.org] on behalf of Rick Cook 
[remedyr...@gmail.com]
Sent: Thursday, July 22, 2010 11:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: Change Management question

** We intend to log the actual work in Release, but we want local RFCs to track 
the scheduling of the change, which would have different acceptable maintenance 
windows at each location.  So the parent change would give, say, a 30 day 
window for implementation, and each child RFC logs where within that window the 
individual location will do their change.  Does that seem like a sound 
structure, Roger, or should everything underneath the parent RFC be based in 
Release?


Rick

On Thu, Jul 22, 2010 at 11:30 AM, Roger Justice 
mailto:rjust2...@aol.com>> wrote:
** This would be better handled by Release. I know that the parent in either 
case cannot be closed until the children changes are completed.



-Original Message-
From: Rick Cook mailto:remedyr...@gmail.com>>
To: arslist mailto:arslist@ARSLIST.ORG>>
Sent: Thu, Jul 22, 2010 11:26 am
Subject: Change Management question

** We are looking to use CM (7.5) like this:  One Project or Release RFC that 
would dictate what needed to be done at multiple locations.  Then subordinate 
RFCs would be created at each location to handle the exact scheduling and 
implementation.  My question is whether the Parent/Child RFC process works like 
the RFC/Task process, in that closing the last task in an RFC auto-closes it 
and/or if the Parent RFC is prevented from being closed until all of the 
children are closed.

Just trying to get a handle on the degree of dependence or control the parent 
RFC has on the subordinate RFC, and vice versa.

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

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Crystal Report error

[Atul Vohra]

We are using Business Objects 11.5 with ARS 7.5

When I try to run pre-canned reports in Incident Manager, I get the following 
eror

The table 'HPD_Help_Desk' could not be found. Error in File 
C:\WINDOWS\TEMP\HPD5fAssigee5fModifed1 
{E5FBF338-ED6F-4707-8B9E-E3BA1E0309AB}.rpt: The table could not be found.

Have to confess am not a experienced crystal report person so need some help.

Thanks

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Re: Change Management question

[Roger Justice]

I tried to create a child Release to a Change and it is not lited as an option 
on the Change Relationships tab. This was ITSM 7.6 no Patch.





-Original Message-
From: Rick Cook 
To: arslist 
Sent: Fri, Jul 23, 2010 1:34 pm
Subject: Re: Change Management question


** Thanks, Guillaume.

The OOB Change Calendar has already been identified as an issue, due to its 
limitations on time periods.  We are looking at options there.  Collision and 
Impact aren't really going to be used by the customer at first, though as their 
CM processes mature and their CI data gets more complete, they intend to get 
there.  And we intend to attach the affected CIs to the child RFCs, not the 
Parent, though we're open to relating them to the Release records instead if 
that works better.

So is what you are saying that the only subordinate records from a Parent RFC 
should be Release records, not other RFCs?  Does using that in a 3-tiered 
scenario cause other problems from a functional standpoint?  As long as we can 
tie the records together (which we can) and have Approval gates for all of them 
(which we can), and maintain controls over who updates each (which we can), the 
Change Calendar is of little real consequence, since we'll be giving the CAB a 
printed report anyway.

Rick


On Fri, Jul 23, 2010 at 1:22 PM, Guillaume Rheault  wrote:

** 

Rick, 

Having "parent" or "master" changes that  have days or months for 
implementation may not be a good idea, because it is going to mess up your 
change calendars, whether your OOTB ITSM change calendar, or any other calenda 
(BTW, take a look at the Kinetic calendar, it is awesome and really simple to 
set up), unless you filter out this "parent" changes by the change type or 
something else. Other things that will be messed up are is the new 7.5 
collision detection and impact analysis. I am running into this specific 
situation right now and it is not clean... it is actually cludgy. I advise you 
to stay away from that scenario as much as possible from day one.

I agree with Roger that these kind of parent changes should find their place in 
the release module somehow, and not in the change module. This implies of 
course using another module, training,etc, but in the end it will be much 
cleaner from a process, data and reporting perspectives.

Guillaume



From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of Rick Cook [remedyr...@gmail.com]
Sent: Thursday, July 22, 2010 11:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: Change Management question



** We intend to log the actual work in Release, but we want local RFCs to track 
the scheduling of the change, which would have different acceptable maintenance 
windows at each location.  So the parent change would give, say, a 30 day 
window for implementation, and each child RFC logs where within that window the 
individual location will do their change.  Does that seem like a sound 
structure, Roger, or should everything underneath the parent RFC be based in 
Release?



Rick


On Thu, Jul 22, 2010 at 11:30 AM, Roger Justice  wrote:

** This would be better handled by Release. I know that the parent in either 
case cannot be closed until the children changes are completed.







-Original Message-
From: Rick Cook 
To: arslist 
Sent: Thu, Jul 22, 2010 11:26 am
Subject: Change Management question





** We are looking to use CM (7.5) like this:  One Project or Release RFC that 
would dictate what needed to be done at multiple locations.  Then subordinate 
RFCs would be created at each location to handle the exact scheduling and 
implementation.  My question is whether the Parent/Child RFC process works like 
the RFC/Task process, in that closing the last task in an RFC auto-closes it 
and/or if the Parent RFC is prevented from being closed until all of the 
children are closed.

Just trying to get a handle on the degree of dependence or control the parent 
RFC has on the subordinate RFC, and vice versa.

Rick

_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: Change Management question

[Rick Cook]

Thanks, Guillaume.

The OOB Change Calendar has already been identified as an issue, due to its
limitations on time periods.  We are looking at options there.  Collision
and Impact aren't really going to be used by the customer at first, though
as their CM processes mature and their CI data gets more complete, they
intend to get there.  And we intend to attach the affected CIs to the child
RFCs, not the Parent, though we're open to relating them to the Release
records instead if that works better.

So is what you are saying that the only subordinate records from a Parent
RFC should be Release records, not other RFCs?  Does using that in a
3-tiered scenario cause other problems from a functional standpoint?  As
long as we can tie the records together (which we can) and have Approval
gates for all of them (which we can), and maintain controls over who updates
each (which we can), the Change Calendar is of little real consequence,
since we'll be giving the CAB a printed report anyway.

Rick

On Fri, Jul 23, 2010 at 1:22 PM, Guillaume Rheault wrote:

> **
>  Rick,
>
> Having "parent" or "master" changes that  have days or months for
> implementation may not be a good idea, because it is going to mess up your
> change calendars, whether your OOTB ITSM change calendar, or any other
> calenda (BTW, take a look at the Kinetic calendar, it is awesome and really
> simple to set up), unless you filter out this "parent" changes by the change
> type or something else. Other things that will be messed up are is the new
> 7.5 collision detection and impact analysis. I am running into this specific
> situation right now and it is not clean... it is actually cludgy. I advise
> you to stay away from that scenario as much as possible from day one.
>
> I agree with Roger that these kind of parent changes should find their
> place in the release module somehow, and not in the change module. This
> implies of course using another module, training,etc, but in the end it will
> be much cleaner from a process, data and reporting perspectives.
>
> Guillaume
>
>  --
> *From:* Action Request System discussion list(ARSList) [
> arsl...@arslist.org] on behalf of Rick Cook [remedyr...@gmail.com]
> *Sent:* Thursday, July 22, 2010 11:36 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Change Management question
>
>  ** We intend to log the actual work in Release, but we want local RFCs to
> track the scheduling of the change, which would have different acceptable
> maintenance windows at each location.  So the parent change would give, say,
> a 30 day window for implementation, and each child RFC logs where within
> that window the individual location will do their change.  Does that seem
> like a sound structure, Roger, or should everything underneath the parent
> RFC be based in Release?
>
>
> Rick
>
> On Thu, Jul 22, 2010 at 11:30 AM, Roger Justice  wrote:
>
>> ** This would be better handled by Release. I know that the parent in
>> either case cannot be closed until the children changes are completed.
>>
>>
>>
>>   -Original Message-
>> From: Rick Cook 
>> To: arslist 
>> Sent: Thu, Jul 22, 2010 11:26 am
>> Subject: Change Management question
>>
>>** We are looking to use CM (7.5) like this:  One Project or Release
>> RFC that would dictate what needed to be done at multiple locations.  Then
>> subordinate RFCs would be created at each location to handle the exact
>> scheduling and implementation.  My question is whether the Parent/Child RFC
>> process works like the RFC/Task process, in that closing the last task in an
>> RFC auto-closes it and/or if the Parent RFC is prevented from being closed
>> until all of the children are closed.
>>
>> Just trying to get a handle on the degree of dependence or control the
>> parent RFC has on the subordinate RFC, and vice versa.
>>
>> Rick
>>  _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: Change Management question

[Guillaume Rheault]

Rick,

Having "parent" or "master" changes that  have days or months for 
implementation may not be a good idea, because it is going to mess up your 
change calendars, whether your OOTB ITSM change calendar, or any other calenda 
(BTW, take a look at the Kinetic calendar, it is awesome and really simple to 
set up), unless you filter out this "parent" changes by the change type or 
something else. Other things that will be messed up are is the new 7.5 
collision detection and impact analysis. I am running into this specific 
situation right now and it is not clean... it is actually cludgy. I advise you 
to stay away from that scenario as much as possible from day one.

I agree with Roger that these kind of parent changes should find their place in 
the release module somehow, and not in the change module. This implies of 
course using another module, training,etc, but in the end it will be much 
cleaner from a process, data and reporting perspectives.

Guillaume


From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of Rick Cook [remedyr...@gmail.com]
Sent: Thursday, July 22, 2010 11:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: Change Management question

** We intend to log the actual work in Release, but we want local RFCs to track 
the scheduling of the change, which would have different acceptable maintenance 
windows at each location.  So the parent change would give, say, a 30 day 
window for implementation, and each child RFC logs where within that window the 
individual location will do their change.  Does that seem like a sound 
structure, Roger, or should everything underneath the parent RFC be based in 
Release?

Rick

On Thu, Jul 22, 2010 at 11:30 AM, Roger Justice 
mailto:rjust2...@aol.com>> wrote:
** This would be better handled by Release. I know that the parent in either 
case cannot be closed until the children changes are completed.



-Original Message-
From: Rick Cook mailto:remedyr...@gmail.com>>
To: arslist mailto:arslist@ARSLIST.ORG>>
Sent: Thu, Jul 22, 2010 11:26 am
Subject: Change Management question

** We are looking to use CM (7.5) like this:  One Project or Release RFC that 
would dictate what needed to be done at multiple locations.  Then subordinate 
RFCs would be created at each location to handle the exact scheduling and 
implementation.  My question is whether the Parent/Child RFC process works like 
the RFC/Task process, in that closing the last task in an RFC auto-closes it 
and/or if the Parent RFC is prevented from being closed until all of the 
children are closed.

Just trying to get a handle on the degree of dependence or control the parent 
RFC has on the subordinate RFC, and vice versa.

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

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Email Templates

[Henry Douglas]

Hello ARLIST,

I've created an HTML email template for an outgoing email notification. The 
process works (email received per the run if qual) except for the record values 
are missing and the placement area of the values is blank in the email. My HTML 
template contains the record values formatted #$$db Name$$#. My first question 
is I'm not sure of the proper format of the required field Text, whether it 
requires server template, and other user designations.

Thanks
Henry
ARS 6.3


First Command Financial Services, Inc., parent of First Command Financial 
Planning, Inc. (Member SIPC), a registered broker-dealer and registered 
investment adviser, and First Command Bank.

Financial planning services and investment products, including securities, are 
offered by First Command Financial Planning, Inc. Insurance products and 
services are offered by First Command Financial Services, Inc. In certain 
states, as required by law, First Command Financial Services, Inc. does 
business as a separate, domestic corporation, and does business in California 
as "First Command Insurance Services." Banking products and services are 
offered by First Command Bank. Securities products are not FDIC insured, not 
bank guaranteed and may lose value.

STATEMENT OF CONFIDENTIALITY: The information contained in this message or any 
attachments to this message are intended only for the person(s) or entity to 
which it is addressed and may contain confidential and/or privileged material 
as well as being protected from disclosure. The information contained herein is 
based on sources we believe reliable but is not considered all-inclusive. Any 
review, retransmission, dissemination or other use of, or taking of any action 
in reliance upon, this information by persons or entities other than the 
intended recipient is strictly prohibited. If you received this in error, 
please contact the sender immediately and delete the material from any 
computer. www.firstcommand.com

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Re: Asset Management Status and Discovery

[patrick zandi]

syncornization puts the asset information into the cmdb pot for
reconciliation, but there will be not alot of data unless you have a token,
if you cannot come up with enough data to give you this token, it normally
does not put the data into the cmdb. You would have to modify it. If you
manually put in data your system cannot find (which is a cause for concern!
Firewalls? permissions? subnet issues? routing?)  they system will not
synchronize something it does not have.

Hope that helps some..


On Fri, Jul 23, 2010 at 11:54 AM, Koyb P. Liabt  wrote:

> **
> Hi,
>
>
> If our asset is marked as "in inventory" and Foundation Discovery does not
> find the asset on the network (since it is in inventory), after
> synchronization, what would the status be for this asset in BMC.ASSET after
> reconciliation?
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_




-- 
Patrick Zandi

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Re: ARS 7.1.0 from NON unicode to unicode - oracle from 9.x to 10.x on new machines

[Antonio Monizza]

Hi Axton,

sorry for my late reply but I've been out of office during the last 2 weeks.

Do you have any localized data currently in the database?
Particularly CJK data or any other type of multi-byte or localized data?
reply-> we do not have CJK data

Have clients connected to your remedy server using a localized version of
windows and entered/pasted or otherwise inserted localized data into your
db?
reply-> we have czech/polish customers using our application using a
localized
version of windows, they might have been adding localized data into the db

Have you used any non 7-bit ASCII characters in any of your form or workflow
definitions (copied any data from word into the notes or change history of
any workflow definitions)?
reply-> no

What version of ARServer was initially installed when the system was built?
reply-> it was ARS 6.0

What versions of the Remedy User Tool do/have people used (earliest
version)?
reply-> it was 6.0

Thanks in advance for your help

Best Regards,
Antonio Monizza

On Thu, Jul 1, 2010 at 6:59 PM, Axton  wrote:

> **
> A couple of questions that will determine the complexity of the process:
>
> Do you have any localized data currently in the database?  Particularly CJK
> data or any other type of multi-byte or localized data?  Have clients
> connected to your remedy server using a localized version of windows and
> entered/pasted or otherwise inserted localized data into your db?
>
> Have you used any non 7-bit ASCII characters in any of your form or
> workflow definitions (copied any data from word into the notes or change
> history of any workflow definitions)?
>
> What version of ARServer was initially installed when the system was built?
>  What versions of the Remedy User Tool do/have people used (earliest
> version)?
>
>
> All of the non-Unicode to Unicode upgrades I've done have been from a 6.x o
> 7.x Remedy server (6.0.1 to 7.0.1 and 6.3 to 7.5), so I can't speak as to
> how one should upgrade with the versions you are working with.
>
> Axton Grams
>
> The opinions, statements, and/or suggested courses of action expressed in
> this E-mail do not necessarily reflect those of BMC Software, Inc.  My
> voluntary participation in this forum is not intended to convey a role as a
> spokesperson, liaison or public relations representative for BMC Software,
> Inc.
>
> On Tue, Jun 29, 2010 at 6:35 PM, Antonio Monizza wrote:
>
>> ** Hello listers,
>>
>>
>> we have a custom application, with ARS 7.1.0 server on AIX machine,
>> installed in NON Unicode mode and
>> pointing to AIX db server with Oracle 9.2, characterset UTF8. So database
>> is already Unicode enabled, ARS is not.
>>
>> We are planning to do a major upgrade: we need to have our ARS server in
>> Unicode mode,
>> then we will point app server to a new db machine with Oracle 10,
>> eventually we want to upgrade to ARS 7.5.
>>
>> Currently we are focusing on the non Unicode to Unicode upgrade step, so
>> we are looking for any valuable advise on the topic.
>> At BMC support they keep on saying that a brand new ARS installation in
>> Unicode mode is needed (i.e. no upgrade),
>> and then def+data must be imported at ARS level
>>
>> Has anyone of you ever tried to upgrade ARS 7.1.0 from non Unicode to
>> Unicode mode ‘simply’ changing parameters
>> and environment variables (LANG and LC_ALL) and locale settings on the ARS
>> application server,
>> acting directly on ar.conf and arsystem files, and then doing a
>> stop/restart of ars server?
>>
>> Should a new installation be inevitable, we really want to avoid using
>> migrator or arimport for data migration
>> (too many forms, too many data…), and use oracle export/import instead of
>> whole arschema:
>> has anyone of you ever tried this option?
>>
>> Any advise and suggestion on this topic is very welcome!
>>
>> Thanks in advance
>>
>> Best Regards,
>> Antonio Monizza
>>
>> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>
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Re: Issue with Menu selection values

[Brien Dieterle]

**




It could be the midtier is working with the alias value (char), not the
number-- for some reason this sounds familiar.

Brien

On 7/23/2010 7:45 AM, Chowdhury, Tauf wrote:
**
  
  
  
  
  
  
  List,
  Here’s the issue. I
have a bunch of drop down menus.
The alias value is a word and each has a corresponding Selection value
and ID
which is a number. So High,Med,Low alias values would be 3,2,1
respectively. 
  I have an active link
on a button which then sets an
Integer field with the number value and adding the values from each
selection
drop down. 
  In the WUT, I have no
issues. However, using the mid tier,
I get an error: Data types are not appropriate for
arithmetic
operation (ARERR 9339)
   
  Should I be using a different field instead
of an integer? 
   
  I am running ARS and Mid Tier 7.1
   
   
  Tauf
  Chowdhury |
  Forest
  Laboratories,
  Inc.
  Analyst,
Service Management
  Informatics-Infrastructure
  Office: 631.858.7765
  Mobile:646.483.2779
   
  
  This e-mail and its attachments may contain Forest Laboratories,
Inc. proprietary information that is privileged, confidential or
subject to copyright belonging to Forest Laboratories, Inc. This e-mail
is intended solely for the use of the individual or entity to which it
is addressed. If you are not the intended recipient of this e-mail, or
the employee or agent responsible for delivering this e-mail to the
intended recipient, you are hereby notified that any dissemination,
distribution, copying or action taken in relation to the contents of
and attachments to this e-mail is strictly prohibited and may be
unlawful. If you have received this e-mail in error, please notify the
sender immediately and permanently delete the original and any copy of
this e-mail and any printout.
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Asset Management Status and Discovery

[Koyb P. Liabt]

Hi,
 
 
If our asset is marked as "in inventory" and Foundation Discovery does not  
find the asset on the network (since it is in inventory), after 
synchronization,  what would the status be for this asset in BMC.ASSET after  
reconciliation?

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

[David Sanders]

Hi Shawn

 

The Copy-to-New functionality is not intelligent - it does not know what
fields you may or may not need clearing out to avoid problems with your
application data.  However, it is easy to add this intelligence by creating
an active link that fires on the event Copy-to-New for each form that sets
the appropriate fields to $NULL$.  If these active links do not exist in the
application you are using, you should put in an enhancement request.

 

Regards

 

David Sanders

Solution Architect

Enterprise Service Suite @ Work

==

 

tel +44 1494 468980

mobile +44 7710 377761

email  
david.sand...@westoverconsulting.co.uk

 

web  
http://www.westoverconsulting.co.uk

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Friday, July 23, 2010 3:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has
been amended.

 

David,

 

I'm aware of that, however, the last time I tried to use Copy to New on
something like an Incident from the Windows User Tool, it copied over some
fields that it shouldn't have (I think a GUID or something) and it didn't
work.  It's been a while since I tried that, but at least it didn't used to
work consistently for ITSM.  I think that's why the "Copy Change" item
exists in Change Management as well.

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Southern Union

 

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

[Joe DeSouza]

For now you could do it perhaps with a window open action and open 
window mapping.. It might be a pain in the rear to do it, but doable..

Joe





From: "Easter, David" 
To: arslist@ARSLIST.ORG
Sent: Fri, July 23, 2010 10:21:39 AM
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been 
amended.

** 
Yes.  “Copy to New” is a known enhancement request and is tentatively expected 
to be available in a future release.
 
-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 Bisanti,Susan [CMC]
Sent: Friday, July 23, 2010 6:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been 
amended.
 
** 
Greetings,
 
My users have complained about not seeing the "copy to new" option in the 
webtool.  Any idea if there are plans to add it?
 
Regards,
 
Susan
Susan Bisanti 
CHP et opérationsnationales| HPC and National Operations 
Direction générale du dirigeant principal de I’information | Chief Information 
Officer Branch 

Environnement Canada | Environment Canada 
2121 route Transcanadienne,  | 2121 Trans-Canada Highway, 
Dorval (Québec) H9P 1J3 | Dorval (Quebec) H9P 1J3 
susan.bisa...@ec.gc.ca 
Téléphone | Telephone 514-421-4666 
Télécopieur | Facsimile 514-421-4703 
Gouvernement du Canada | Government of Canada 
Site Web | Website www.ec.gc.ca 
   
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Re: Statement of Direction regarding EOL of Remedy User client has been amended.

[Pierson, Shawn]

David,

I'm aware of that, however, the last time I tried to use Copy to New on 
something like an Incident from the Windows User Tool, it copied over some 
fields that it shouldn't have (I think a GUID or something) and it didn't work. 
 It's been a while since I tried that, but at least it didn't used to work 
consistently for ITSM.  I think that's why the "Copy Change" item exists in 
Change Management as well.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Friday, July 23, 2010 9:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**
Hi Shawn,

  ITSM is an set of applications powered by AR System.  Were the enhancement 
implemented, it would be expected that applications built on AR System would 
inherit the capability.

  So an additional enhancement against ITSM is most likely not needed.

-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 Pierson, Shawn
Sent: Friday, July 23, 2010 7:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**
Can it be an enhancement request for ITSM too?

Thanks,

Shawn Pierson
Remedy Developer | Southern Union

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Friday, July 23, 2010 9:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**
Yes.  "Copy to New" is a known enhancement request and is tentatively expected 
to be available in a future release.

-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 Bisanti,Susan [CMC]
Sent: Friday, July 23, 2010 6:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**
Greetings,

My users have complained about not seeing the "copy to new" option in the 
webtool.  Any idea if there are plans to add it?

Regards,

Susan

Susan Bisanti
CHP et opérations nationales | HPC and National Operations
Direction générale du dirigeant principal de I'information | Chief Information 
Officer Branch
Environnement Canada | Environment Canada
2121 route Transcanadienne,  | 2121 Trans-Canada Highway,
Dorval (Québec) H9P 1J3 | Dorval (Quebec) H9P 1J3
susan.bisa...@ec.gc.ca
Téléphone | Telephone 514-421-4666
Télécopieur | Facsimile 514-421-4703
Gouvernement du Canada | Government of Canada
Site Web | Website www.ec.gc.ca

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

[Lammey, Peter A.]

I do know that Change Management for 7.02 has the "Copy Change" option in the 
Quick links bar on the left that pops up a screen for the user to fill in how 
they want the new change to be setup.
This acts like a Copy to New with added options for how you want the new copy 
to be setup.
Did see this for Incident though.
Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Friday, July 23, 2010 10:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**
Can it be an enhancement request for ITSM too?

Thanks,

Shawn Pierson
Remedy Developer | Southern Union

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Friday, July 23, 2010 9:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**
Yes.  "Copy to New" is a known enhancement request and is tentatively expected 
to be available in a future release.

-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 Bisanti,Susan [CMC]
Sent: Friday, July 23, 2010 6:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**
Greetings,

My users have complained about not seeing the "copy to new" option in the 
webtool.  Any idea if there are plans to add it?

Regards,

Susan

Susan Bisanti
CHP et opérations nationales | HPC and National Operations
Direction générale du dirigeant principal de I'information | Chief Information 
Officer Branch
Environnement Canada | Environment Canada
2121 route Transcanadienne,  | 2121 Trans-Canada Highway,
Dorval (Québec) H9P 1J3 | Dorval (Quebec) H9P 1J3
susan.bisa...@ec.gc.ca
Téléphone | Telephone 514-421-4666
Télécopieur | Facsimile 514-421-4703
Gouvernement du Canada | Government of Canada
Site Web | Website www.ec.gc.ca

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

[Easter, David]

Hi Shawn,

  ITSM is an set of applications powered by AR System.  Were the enhancement 
implemented, it would be expected that applications built on AR System would 
inherit the capability.

  So an additional enhancement against ITSM is most likely not needed.

-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 Pierson, Shawn
Sent: Friday, July 23, 2010 7:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**
Can it be an enhancement request for ITSM too?

Thanks,

Shawn Pierson
Remedy Developer | Southern Union

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Friday, July 23, 2010 9:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**
Yes.  "Copy to New" is a known enhancement request and is tentatively expected 
to be available in a future release.

-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 Bisanti,Susan [CMC]
Sent: Friday, July 23, 2010 6:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**
Greetings,

My users have complained about not seeing the "copy to new" option in the 
webtool.  Any idea if there are plans to add it?

Regards,

Susan

Susan Bisanti
CHP et opérations nationales | HPC and National Operations
Direction générale du dirigeant principal de I'information | Chief Information 
Officer Branch
Environnement Canada | Environment Canada
2121 route Transcanadienne,  | 2121 Trans-Canada Highway,
Dorval (Québec) H9P 1J3 | Dorval (Quebec) H9P 1J3
susan.bisa...@ec.gc.ca
Téléphone | Telephone 514-421-4666
Télécopieur | Facsimile 514-421-4703
Gouvernement du Canada | Government of Canada
Site Web | Website www.ec.gc.ca

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

[Pierson, Shawn]

Can it be an enhancement request for ITSM too?

Thanks,

Shawn Pierson
Remedy Developer | Southern Union

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Friday, July 23, 2010 9:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**
Yes.  "Copy to New" is a known enhancement request and is tentatively expected 
to be available in a future release.

-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 Bisanti,Susan [CMC]
Sent: Friday, July 23, 2010 6:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**
Greetings,

My users have complained about not seeing the "copy to new" option in the 
webtool.  Any idea if there are plans to add it?

Regards,

Susan

Susan Bisanti
CHP et opérations nationales | HPC and National Operations
Direction générale du dirigeant principal de I'information | Chief Information 
Officer Branch
Environnement Canada | Environment Canada
2121 route Transcanadienne,  | 2121 Trans-Canada Highway,
Dorval (Québec) H9P 1J3 | Dorval (Quebec) H9P 1J3
susan.bisa...@ec.gc.ca
Téléphone | Telephone 514-421-4666
Télécopieur | Facsimile 514-421-4703
Gouvernement du Canada | Government of Canada
Site Web | Website www.ec.gc.ca

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Issue with Menu selection values

[Chowdhury, Tauf]

List,

Here's the issue. I have a bunch of drop down menus. The alias value is
a word and each has a corresponding Selection value and ID which is a
number. So High,Med,Low alias values would be 3,2,1 respectively. 

I have an active link on a button which then sets an Integer field with
the number value and adding the values from each selection drop down. 

In the WUT, I have no issues. However, using the mid tier, I get an
error: Data types are not appropriate for arithmetic operation (ARERR
9339)

 

Should I be using a different field instead of an integer? 

 

I am running ARS and Mid Tier 7.1

 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Informatics-Infrastructure

Office: 631.858.7765

Mobile:646.483.2779

 

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

[Nair, Rajesh IN BOM SISL]

Dear List
I have configured a new server for midtier and am getting a error message while 
login to the server
ARERR [9295] incorrect login parameters. Web page, user, and/or server name(s) 
must be provided

Midtier Verison 6.3 patch 23 on windows 2003 server
Arserver 6.3

If I am trying to access the system from the same server I am able to login .. 
but from another machine I am not able to

Please let me know what is going and where




Regards
Rajesh



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

[Easter, David]

Yes.  "Copy to New" is a known enhancement request and is tentatively expected 
to be available in a future release.

-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 Bisanti,Susan [CMC]
Sent: Friday, July 23, 2010 6:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**
Greetings,

My users have complained about not seeing the "copy to new" option in the 
webtool.  Any idea if there are plans to add it?

Regards,

Susan

Susan Bisanti
CHP et opérations nationales | HPC and National Operations
Direction générale du dirigeant principal de I'information | Chief Information 
Officer Branch
Environnement Canada | Environment Canada
2121 route Transcanadienne,  | 2121 Trans-Canada Highway,
Dorval (Québec) H9P 1J3 | Dorval (Quebec) H9P 1J3
susan.bisa...@ec.gc.ca
Téléphone | Telephone 514-421-4666
Télécopieur | Facsimile 514-421-4703
Gouvernement du Canada | Government of Canada
Site Web | Website www.ec.gc.ca

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Re: Accessible fields

[LJ LongWing]

Ok.I would say pull all permissions from your actual field, save, put them
back, save, and re-test..

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Mauro Monteiro
Sent: Friday, July 23, 2010 5:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: Accessible fields

 

** Hi,

Yes!

For instance, as a test I created a new field and set the same properties
for the for both (basically, I saw the properties for z1D Char01 field and
set my new field as it). When I execute the API my new field is there but
z1D Char01 is not. Any ideas?

Cheers,
Mauro

2010/7/22 LJ LongWing 

** 

And it has public access, and the user you are using to log into the server
can't see it with that call?

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Mauro Monteiro
Sent: Thursday, July 22, 2010 6:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: Accessible fields

 

** Hi Joe,



Yes, this field has entry mode as 'Display Only'  (not required) and the
data type is Character.

Cheers,
Mauro

2010/7/21 Joe DeSouza 

** 

Mauro,

 

Display Only field?? Or is the field set to Required or Optional??

 

Joe

 

  _  

From: Mauro Monteiro 
To: arslist@ARSLIST.ORG
Sent: Wed, July 21, 2010 12:15:37 PM
Subject: Re: Accessible fields

** Hi all,



Even if the field permission was set to Public? Because I defined the
permission of this field as Public and General use.

Cheers,
Mauro

2010/7/21 LJ LongWing 

** 

Mauro,

'Accessible' is defined as having permission to the field.so if you run it
as an Admin user, you will get all fields.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Mauro Monteiro
Sent: Tuesday, July 20, 2010 7:26 PM
To: arslist@ARSLIST.ORG
Subject: Accessible fields

 

** Hi All,



I am using method List getListFieldObjects(String formName) to
retrieve all accessible fields for a specific form. My idea is to retrieve
all fields from form HPD:Help Desk however there a bunch of fields that
don;t return from the call of this method. How can I set a form field as
accessible?

-- 
[]'s
Mauro

 

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-- 
[]'s
Mauro
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-- 
[]'s
Mauro
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Re: ARS Install windows 2008 Server, SQL 2008 DB install

[Craig Carter]

We've installed v7.5 P5 (now patch 6) on Windows Server 2008 Enterprise and SQL 
Server 2008 Enterprise and haven't noticed any problems.  We're pretty 
comfortable with the midtier servers but we're still testing the database 
servers.

We're not using ITSM so I can't provide any information on that application.

//SIGNED//
Craig Carter
Information Technology Manager, RSP

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza
Sent: Thursday, July 22, 2010 10:21 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS Install windows 2008 Server, SQL 2008 DB install

** 
What version of the ARS? :-)
 
This might be important to know as sometimes on a version of ARS that is not 
compatible with a higher DB version, you need to run the sp_dbcmptlevel stored 
proceedure to bring down the compatibility level of the database in order for 
ARS to work..
 
Joe




From: Kevin Begosh 
To: arslist@ARSLIST.ORG
Sent: Thu, July 22, 2010 8:36:23 AM
Subject: ARS Install windows 2008 Server, SQL 2008 DB install

** Has anyone installed ARS on windows 2008 server and SQL 2008 DB?  Any issues 
gotchas?

-- 
Kevin Begosh

_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.

[Bisanti,Susan [CMC]]

Greetings,
 
My users have complained about not seeing the "copy to new" option in the 
webtool.  Any idea if there are plans to add it?
 
Regards,
 
Susan

Susan Bisanti 
CHP et opérations nationales | HPC and National Operations 
Direction générale du dirigeant principal de I'information | Chief Information 
Officer Branch 
Environnement Canada | Environment Canada 
2121 route Transcanadienne,  | 2121 Trans-Canada Highway, 
Dorval (Québec) H9P 1J3 | Dorval (Quebec) H9P 1J3 
susan.bisa...@ec.gc.ca 
Téléphone | Telephone 514-421-4666 
Télécopieur | Facsimile 514-421-4703 
Gouvernement du Canada | Government of Canada 
Site Web | Website www.ec.gc.ca   
   



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Re: Archiving for incidents in Remedy

[Shantanu Ballal]

HI 

If you need to archive the incident tickets you can use Remedy DSO that is 
Distributed Server Option. with this you can have a server which is 
dedicated to only archving purpose and there are trnsfer modes through 
which you can archive the incidents from the HPD:Help Desk form to another 
form on another server. Please go through th PDF On DSO it will be helpful 
for you. 


Thanks & Regards
Shantanu Ballal
Vyomlabs pvt.ltd Pune India

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Re: What do you call Remedy-on-the-web?

[Martin, Dwayne]

Thanks to all who replied.  I'd like to suggest that we follow Dave's 
suggestion (see below) and refer to the product as "Mid Tier" (as opposed to 
"Mid-Tier" or "MidTier") to make it easier to do searches on ARSList archives.



Dwayne



***



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

Sent: Wednesday, July 21, 2010 3:17 PM

To: arslist@ARSLIST.ORG

Subject: EXTERNAL: Re: What do you call Remedy-on-the-web?



**

Officially, it is called the BMC Remedy Mid Tier.  (i.e. a space between "Mid" 
and "Tier", no hyphen).  However, when referring to the tier that is the Mid 
Tier, you can refer to it as the mid-tier (i.e. the tier that is in the middle).

An example sentence: "The BMC Remedy Mid Tier serves as a mid-tier between the 
AR System server and the Web 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 Martin, Dwayne

Sent: Wednesday, July 21, 2010 11:07 AM

To: arslist@ARSLIST.ORG

Subject: What do you call Remedy-on-the-web?



**

Some call it "Mid Tier," some "MidTier," some "mid tier, and some "Mid-Tier," 
and most of the time it doesn't matter.  The problem comes when you want to 
search the ARSList archives for an old solution to a new problem.  What do you 
use for your selection criteria?  It would be nice if we could agree on a 
single name.

Dwayne Martin

James Madison University


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Re: Accessible fields

[Mauro Monteiro]

Hi,

Yes!

For instance, as a test I created a new field and set the same properties
for the for both (basically, I saw the properties for z1D Char01 field and
set my new field as it). When I execute the API my new field is there but
z1D Char01 is not. Any ideas?

Cheers,
Mauro

2010/7/22 LJ LongWing 

> **
>
> And it has public access, and the user you are using to log into the server
> can’t see it with that call?
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Mauro Monteiro
> *Sent:* Thursday, July 22, 2010 6:33 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Accessible fields
>
>
>
> ** Hi Joe,
>
>
> Yes, this field has entry mode as 'Display Only'  (not required) and the
> data type is Character.
>
> Cheers,
> Mauro
>
> 2010/7/21 Joe DeSouza 
>
> **
>
> Mauro,
>
>
>
> Display Only field?? Or is the field set to Required or Optional??
>
>
>
> Joe
>
>
>  --
>
> *From:* Mauro Monteiro 
> *To:* arslist@ARSLIST.ORG
> *Sent:* Wed, July 21, 2010 12:15:37 PM
> *Subject:* Re: Accessible fields
>
> ** Hi all,
>
>
>
> Even if the field permission was set to Public? Because I defined the
> permission of this field as Public and General use.
>
> Cheers,
> Mauro
>
> 2010/7/21 LJ LongWing 
>
> **
>
> Mauro,
>
> ‘Accessible’ is defined as having permission to the field…so if you run it
> as an Admin user, you will get all fields.
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Mauro Monteiro
> *Sent:* Tuesday, July 20, 2010 7:26 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Accessible fields
>
>
>
> ** Hi All,
>
>
>
> I am using method *List getListFieldObjects(String formName)* to
> retrieve all accessible fields for a specific form. My idea is to retrieve
> all fields from form HPD:Help Desk however there a bunch of fields that
> don;t return from the call of this method. How can I set a form field as
> accessible?
>
> --
> []'s
> Mauro
>
>
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
>
>
> --
> []'s
> Mauro
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>  _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>



-- 
[]'s
Mauro

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Re: How to obtain the 'Schema-Alias' value for any given Schema

[MCCAVITT Nyall]

Hi,



Thanks for the info Mark.



I found that if I use the PROCESS called Application-Get-Form-Alias in a Set 
Field action of a Active Link, then I can get the value that I need.



Thanks.



Nyall



__
Nyall McCavitt
Software Engineer
CND/COE/VI/SQ
Tel:  +33 1 69 88 73 02
Fax: +33 1 69 88 72 21
Mobile: +33 6 64 85 96 23

Please consider the environment before you print this e-mail

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Walters, Mark
Sent: Friday, July 23, 2010 11:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: How to obtain the 'Schema-Alias' value for any given Schema



The alias is encoded in the field_dispprop record entry for the view – in 
either the propShort or propLong column depending on the size if the display 
properties data.  Unfortunately it’s not stored in its own field.  Find the 
schemaid (X) and vuiid (Y) for the view you’re interested in and then



SQL> select propshort, proplong from field_dispprop where schemaid=X and 
vuiid=Y and fielded=0



And you should see something like this;



12\20\4\18\Default Admin 
View\264\6\0\60019\4\21\ViewWebAlias536870912\201\2\127012\202\2\36600\206\4\17\THIS
 IS THE ALIAS\207\4\0\\208\4\0\\209\4\0\\5026\4\0\\5027\4\0\\215\40\1\



Mark



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of MCCAVITT Nyall
Sent: 23 July 2010 10:31
To: arslist@ARSLIST.ORG
Subject: How to obtain the 'Schema-Alias' value for any given Schema



**

Hi,

I can’t seem to locate the database field that contains the ‘Schema-Alias’ 
value for a given schema. I know that it is stored in the Alias section of the 
View Properties of a form.

I am selecting a form (schema) from a list (obtained by an SQL query on the 
arschema table) attached to a field. Once selected I would like to obtain the 
alias associated with the form.

Could someone point me in the right direction please?

Nyall

__

Nyall McCavitt

Software Engineer

CND/COE/VI/SQ

Tel:  +33 1 69 88 73 02

Fax: +33 1 69 88 72 21

Mobile: +33 6 64 85 96 23

Please consider the environment before you print this e-mail





This message and any files transmitted with it are legally privileged and 
intended for the sole use of the individual(s) or entity to whom they are 
addressed. If you are not the intended recipient, please notify the sender by 
reply and delete the message and any attachments from your system. Any 
unauthorised use or disclosure of the content of this message is strictly 
prohibited and may be unlawful.



Nothing in this e-mail message amounts to a contractual or legal commitment on 
the part of EUROCONTROL, unless it is confirmed by appropriately signed hard 
copy.



Any views expressed in this message are those of the sender.

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



 
This message and any files transmitted with it are legally privileged and 
intended for the sole use of the individual(s) or entity to whom they are 
addressed. If you are not the intended recipient, please notify the sender by 
reply and delete the message and any attachments from your system. Any 
unauthorised use or disclosure of the content of this message is strictly 
prohibited and may be unlawful.
 
Nothing in this e-mail message amounts to a contractual or legal commitment on 
the part of EUROCONTROL, unless it is confirmed by appropriately signed hard 
copy.
 
Any views expressed in this message are those of the sender.

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Re: How to obtain the 'Schema-Alias' value for any given Schema

[Walters, Mark]

The alias is encoded in the field_dispprop record entry for the view – in 
either the propShort or propLong column depending on the size if the display 
properties data.  Unfortunately it’s not stored in its own field.  Find the 
schemaid (X) and vuiid (Y) for the view you’re interested in and then

SQL> select propshort, proplong from field_dispprop where schemaid=X and 
vuiid=Y and fielded=0

And you should see something like this;

12\20\4\18\Default Admin 
View\264\6\0\60019\4\21\ViewWebAlias536870912\201\2\127012\202\2\36600\206\4\17\THIS
 IS THE ALIAS\207\4\0\\208\4\0\\209\4\0\\5026\4\0\\5027\4\0\\215\40\1\

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of MCCAVITT Nyall
Sent: 23 July 2010 10:31
To: arslist@ARSLIST.ORG
Subject: How to obtain the 'Schema-Alias' value for any given Schema

**

Hi,

I can’t seem to locate the database field that contains the ‘Schema-Alias’ 
value for a given schema. I know that it is stored in the Alias section of the 
View Properties of a form.

I am selecting a form (schema) from a list (obtained by an SQL query on the 
arschema table) attached to a field. Once selected I would like to obtain the 
alias associated with the form.

Could someone point me in the right direction please?

Nyall

__

Nyall McCavitt

Software Engineer

CND/COE/VI/SQ

Tel:  +33 1 69 88 73 02

Fax: +33 1 69 88 72 21

Mobile: +33 6 64 85 96 23

Please consider the environment before you print this e-mail





This message and any files transmitted with it are legally privileged and 
intended for the sole use of the individual(s) or entity to whom they are 
addressed. If you are not the intended recipient, please notify the sender by 
reply and delete the message and any attachments from your system. Any 
unauthorised use or disclosure of the content of this message is strictly 
prohibited and may be unlawful.



Nothing in this e-mail message amounts to a contractual or legal commitment on 
the part of EUROCONTROL, unless it is confirmed by appropriately signed hard 
copy.



Any views expressed in this message are those of the sender.
_attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers 
Are"_

How to obtain the 'Schema-Alias' value for any given Schema

[MCCAVITT Nyall]

Hi,

I can't seem to locate the database field that contains the
'Schema-Alias' value for a given schema. I know that it is stored in the
Alias section of the View Properties of a form.

I am selecting a form (schema) from a list (obtained by an SQL query on
the arschema table) attached to a field. Once selected I would like to
obtain the alias associated with the form.

Could someone point me in the right direction please?

Nyall

__
Nyall McCavitt
Software Engineer
CND/COE/VI/SQ
Tel:  +33 1 69 88 73 02
Fax: +33 1 69 88 72 21
Mobile: +33 6 64 85 96 23

Please consider the environment before you print this e-mail



 
This message and any files transmitted with it are legally privileged and 
intended for the sole use of the individual(s) or entity to whom they are 
addressed. If you are not the intended recipient, please notify the sender by 
reply and delete the message and any attachments from your system. Any 
unauthorised use or disclosure of the content of this message is strictly 
prohibited and may be unlawful.
 
Nothing in this e-mail message amounts to a contractual or legal commitment on 
the part of EUROCONTROL, unless it is confirmed by appropriately signed hard 
copy.
 
Any views expressed in this message are those of the sender.

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