Re: EXTERNAL Keyword

[Kemes, Lisa]

Thanks so much everyone! 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Friday, August 06, 2010 2:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL Keyword

If you are not sure if your "Query-Search" field will be NULL or not you can 
use   
   ( $Query-Search$ LIKE  "___%" ) AND (EXTERNAL( $Query-Search$ ))   
This will make sure it is at least 3 characters long.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Shellman, David
Sent: Friday, August 06, 2010 12:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL Keyword

**
Eric,
 
We'll take a look at using this one.
 
Thanks for the tip.
 
Dave

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Roys, Eric D
Sent: Friday, August 06, 2010 11:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL Keyword
**
I say just skip the set field action altogether and just change the table qual 
to : 
(EXTERNAL( $Query-Search$)) AND ( $Query-Search$ !=  " " )
 
This was a tip provided years back when v5 was released and EXTERNAL() was a 
new concept. I don't recall who provided the tip, however, but it works and 
cuts down on superfluous code. 
 
-E

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Shellman, David
Sent: Friday, August 06, 2010 10:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL Keyword
**
One needs to be careful using something like 1=0.  As others have noted this 
can cause a full table scan.  On one of our forms we had 5 table fields that 
used the External function so that we could trigger when the tables displayed 
data or did not.  There were Active Links that set fields to 1=0 for the use of 
External with the Table fields.  We were seeing delays with displaying a record 
when the system was being used heavily.  Some times, these delays were fairly 
lengthy.  Recently I changed these Active Links to use a more realistic search 
against an indexed field.  I replaced with some thing like 'Ticket ID' = "0".  
After the change the delays with displaying a record have virtually disappeared.
 
Dave

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Remedy
Sent: Friday, July 30, 2010 7:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL Keyword
**
There is no way around the database query happening. I believe there was some 
discussion earlier in the week about the (1=2) submitting a wiry to the db.

For your table problem, What i have done is for any of my forms that use the 
external(), I have an active link that fires on open window and does a set 
field of "(1=2)". We do this for all table fields where required.

We use this a lot in our system, for both the UserTool and mid-tier and have 
seen no issues or performance problems.


Brent...

Sent from my iPhone

-Original Message-
On Jul 30, 2010, at 4:11 PM, Jason Miller  wrote:
** Hi Lisa,

It would take a little extra workflow but you could have the $Query-Search$ 
field default to something that will not return results.  Then when the time is 
right replace that with your real search.

You could use 1=2.  I just tried it out on a test form.  I also logged it 
client-side and it looks like it is going to query the db (maybe it is late 
enough on Friday where most people are not looking at the List and the 1=2 
reference won't start a riot :)


Fri Jul 30 2010 15:50:30.5980 */SELECT TOP 1001  
T773.C1,C536870915,C536870964,C536870965,C536871324 FROM T773 WHERE (1 = 2) 
ORDER BY C536870915 ASC, 1 ASC

Jason

-Original Message-
On Fri, Jul 30, 2010 at 12:07 PM, Kemes, Lisa  
wrote:
**
I have a table that gets populated by a field that I build my query/search on.  
So my table qualification is: EXTERNAL( $Query-Search$) (Query-Search being the 
name of my field).
 
If there is nothing in this field and someone clicks on the table, then ALL the 
data on that form gets pulled into that table!  
 
I was hoping that if nothing is in my query-search field then nothing would be 
populated into that table.  :(
 
Lisa Kemes
AR System Developer
Tyco Electronics
717-810-2408 tel
717-602-9460 cell
lisa.ke...@te.com

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WWRUG10 - Technical Session Sneak Peek #5 - What's New in ARSystem, ITSM and Server Groups: Beyond the Obvious

[Phil Bautista]

Ok, for those of you who were quietly waiting to the What's New sessions,
here it is plus a session on Server Groups which is becoming more prolific.
Register here
http://www.regonline.com/builder/site/Default.aspx?eventid=837003

 

Topic

"What's New in AR System 7.6.03"

Abstract

AR System 7.6.03 is a minor update to the AR System product line, but
includes some major new features. Come

listen to the lead product manager, David J. Easter, review the technical
and business benefits of this new version of

AR System.

Synopsis

Among the areas covered by new features are:

- Reporting: An embedded engine now powers reporting for the web client

- Custom Development: Protect customizations or extensions across upgrades

- Usability: A new home page and UI improvements, enhancing user experience
and efficiency

- Installation: Assistive installers help ensure that installations complete
without error

- 64-bit: New level of support for Windows OS, Java Virtual Machines and
application servers

- Developer assistance: Search, Analysis, Workflow viewer and Documentation
tools

- Search: An embedded search engine now powers FTS and RKM

A question and answer period will also be included.

 

Topic

What is new in ITSM7.6.03

Abstract

What is new in ITSM7.6.03

Synopsis

What is new in ITSM7.6.03

(Guess you will just have to come and see what's new!)

 

Topic

Server Group: Beyond the Obvious

Abstract

The BMC Installation documents cover how to install your server group, but
then what? Unless you've done it before,

spent a lot of time with the BMC Support or are just really lucky you will
soon run in to tuning or issues

Synopsis

In this session you will get a quick overview of Server Group install in 7.x
then learn about the additional settings and

configuration you should do to optimize your Remedy server group. Lessons
learned will be shared involving fail over,

life with a load balancer, server ranking, configuration files, server
identity issues, etc.

 

See you in October!

 

Phil Bautista, WWRUG10 Advisory Board

512-731-0304

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

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

 


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WWRUG10 - Technical Session Sneak Peek #4 - Performance, Tuning and Optimization

[Phil Bautista]

Here is another installment in the Sneak Peek series for WWRUG10, this one
is about optimizing for tuning and troubleshooting the mid-tier for high
performance and optimizing license usage.  Today is the LAST day to get in
on Dan's extension of the discount pricing model here: 

 

http://www.regonline.com/builder/site/Default.aspx?eventid=837003

 

Topic

Tuning The Mid-Tier/Web Infrastructure for hi-Performance and
Troubleshooting Performance Issues

Abstract

Today, the internet and the web browser form the platform of choice for
application deployment for many reasons.

The AR Platform has a web component called the Mid-Tier which enables the
deployment of AR applications as web

applications. However, a typical deployment of an AR application as a web
application does not provide the same

performance as with the AR Windows User Tool. Most of this is due to
non-optimized configuration in both the web

infrastructure and the Mid-Tier. This talk covers configuration of the
Mid-Tier for optimal performance in a given

network environment, configuration of the web infrastructure for optimal
performance of AJAX type applications

particularly the Mid-Tier, and troubleshooting the Mid-Tier performance
problems.

Synopsis

Topics include

. http versus RPC protocol (the web browser versus the Windows User Tool)

. web browser caching directives

. http/https keep-alive

. configuring the web infrastructure for AJAX applications particularly the
Mid-Tier

. configuring Mid-Tier for network bandwidth saturation/low bandwidth

. configuring the Mid-Tier memory cache and persistence cache for
performance

. configuring the JVM heap for performance

. advanced configuration of the Mid-Tier

 

Topic

MidTier : Best Practices and Implementation for optimal performance

Abstract

MidTier is an essential component in any large geographically spread out AR
System implementation.

This talk deal with the best practices to deal with implementation,
configuration, best practices, performance,

problems and troubleshooting in the context of MidTier.

Synopsis

This presentation will cover

1. MidTier configuration and dependencies.

2. Geographic and User Load considerations in determining number of MidTier
installation required, and

geographic location of MidTier installation.

3. Configuration and best practices for Mid Tier.

4. Frequent Problems in the context of MidTier.

5. Troubleshooting and fixing MidTier problems.

6. Performance measurement and optimization in the context of MidTier.

A white paper will also be prepared for MidTier and circulated at WWRUG.

 

Topic

Remedy and ITSM license optimization

Abstract

Remedy licenses cost money, as well as denied access when no floating
licenses are available. We will show you

how to free a truck-load of licenses, as one of our customers put it, by
finding the right mix of fixed/floating licenses

and the optimum distribution of these.

Synopsis

- Live demo using RRR|License, with all steps needed to free 20% of your
floating licenses

- Show how you can use the test version of our RRR|License tool to evaluate
the exact saving potential of your

system

- Show how to install a floating license alarm on your system

- Demonstrate some of the advanced settings available in RRR|License

 

See you in October!

 

Phil Bautista, WWRUG10 Advisory Board

512-731-0304

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

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

 


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Jack Hobbs is out of the office.

[Jack Hobbs]

I will be out of the office starting  07/08/2010 and will not return until
21/08/2010.

I will respond to your message when I return, alternatively please contact
the IT servicedesk. Regards

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OT --REQUEST for referrals

[Jeff Glaser]

Any referrals would be greatly appreciated;
 
ENTERPRISE SERVICES VIRTUALIZATION ENGINEER –DEPLOY TO  AFGHANISTAN
 
This is a fully funded project which was just awarded to our client:  If not 
for you, WE WOULD REFERRALS IF POSSIBLE.
 
  
TOTAL COMPENSATION  $285,000  (Base plus hardship. Does not include possible 
OT) 
Urgent:  DEPLOY 15 September 2010   
REQUIREMENTS: 
· BS  in Engineering or Computer Science or Mathematics or a related 
field of study and a minimum of 3 years direct experience or a minimum of 6 
years  in the field. 
· Must  be VMWare Certified Professional  (VCP) 
· Desire MCP in one or more –Windows Server platform  or related 
internet technologies 
· Must have 2 years VMWare ESX or GSX virtualization Operating System 
· Three years experience with enterprise storage solutions- HP EVA, HP 
mid range & workgroup storage and EMC 
· DoD Active Secret Clearance (US Citizen only) 
· Must comply with DoD 8570.01-M IA Workforce Certification Level  IAT 
–II , within 6-12 months 
Desired: 
· 5 years Windows Server 2003/2008 (All versions) and Windows Server 
applications 
· 2 years experience with Solaris, Red Hat and/or other LINUX 
· 5 years experience with enterprise hardware server platforms 
· 2 years enterprise backup solutions, strong background internet, 
Microsoft, IIS and SQL 
 If interested rush resume and contact information. Must demonstrate that 
comply or exceed the 'required" skills/experience. 
Sincerely, 
Jeff Glaser 
VP Recruiting 
INVIZCORP 
703-729-3382

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printing more than one page from WUT or midtier

[Brien Dieterle]

**




This seems like a crazy question that no one has ever asked.  Can you
print more than one page from Remedy midtier or WUT without
using a reporting method?  The WUT seems to automatically (hideously)
compress everything to one page.  The midtier seems to just refuse to
print the second page entirely.  I tried IE8 and Firefox 3.6.  I know I
shouldn't have such a form that requires two pages to print, but I
shouldn't be prevented from doing this, right?

ARS 7.5 P1 & (tested) P4
bundled tomcat
win2003R2 32bit
sql2005

Thanks!

Brien


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

Whaley, David is out of the office.

[David Whaley]

I will be out of the office starting  08/06/2010 and will not return until
08/16/2010.

If you have an issue that requires immediate attention please contact Ryan
Locey.

Thanks,

David

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Re: BMC Analytics vs Dashboard...the difference?

[Pierson, Shawn]

From a technology and non-BMC perspective I would add the following to what 
David Easter said:

ITSM Reports:  These are basic AR System and Crystal reports that are used for 
very basic things.  Odds are, these will get you started with ITSM reporting, 
but at the end of the day the vast majority will not be what IT management 
really wants.  Instead they will want something specifically catered to your 
company's processes and organization.

BMC Analytics:  This sort of resolves the issues with the out of the box ITSM 
reports.  You get even more out of the box reports, a whole lot more than the 
basic ootb ITSM reports, and some really useful ones.  However, the greatest 
thing BMC Analytics gives you is a Business Objects universe for building new 
reports.  If you're not familiar with Business Objects terminology, a universe 
is basically a schema for the data that already has relationships, data 
translation, some calculated values, etc. all in one place so your users can 
use a simple drag and drop interface to build their own reports without needing 
to understand the actual database structure.  Oh, and you can customize the 
universe too, if you need reports on things that aren't covered such as Work 
Orders with custom fields included.

BMC Dashboard:  In my opinion, you will probably be better off building a set 
of custom reports using BMC Analytics to provide this functionality.  It looks 
slick and probably works well if you are in a purely out of the box 
environment, but I've never worked somewhere that stayed 100% out of the box so 
I've found that custom dashboards that are tied to your specific business 
processes are the best solution, even if they don't have all the bells and 
whistles of the Dashboard application.

Thanks,

Shawn Pierson 
Remedy Developer | Southern Union



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Re: Thick Client accessing Mid-iter

[Munukutla,Ravishankar]

The starting point of the URL’s could be got from the Default Web Path settings 
in Server Admin Console.
For capturing complete URL’s may be just turn on Fiddler, Run all the cases 
where Thick client connects to Web and capture the same.
Flashboards/DVF’s, Templates ( 7.5 onwards)  etc.

Hope this helps.

Regards,
Ravishankar

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Tony Worthington
Sent: Saturday, August 07, 2010 1:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Thick Client accessing Mid-iter

You could turn on access logging in your app/webserver to see the various http 
gets that the thick client is requesting.

Tony Worthington | Sr. Technical Analyst | Kohl’s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:versicle 
To:arslist@ARSLIST.ORG
Date:08/06/2010 12:59 PM
Subject:Thick Client accessing Mid-iter
Sent by:"Action Request System discussion list(ARSList)" 





All,

We currently have Siteminder deployed as our SSO agent. Siteminder has been
configured to protect any URL passed localhost/arsys and requires a CAC card
and pin. The thick client connects to the mid-tier to display certain
things, SLM status, flashboards, CMDB Console, etc. We need to know the URLs
of these various items to put them as exceptions from the Siteminder
protection. How can we get these URLs.

TIA,

Mike
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time
without any further consent.

Re: Thick Client accessing Mid-iter

[Tony Worthington]

You could turn on access logging in your app/webserver to see the various 
http gets that the thick client is requesting.

Tony Worthington | Sr. Technical Analyst | Kohl’s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:   versicle 
To: arslist@ARSLIST.ORG
Date:   08/06/2010 12:59 PM
Subject:Thick Client accessing Mid-iter
Sent by:"Action Request System discussion list(ARSList)" 




All,

We currently have Siteminder deployed as our SSO agent. Siteminder has 
been
configured to protect any URL passed localhost/arsys and requires a CAC 
card
and pin. The thick client connects to the mid-tier to display certain
things, SLM status, flashboards, CMDB Console, etc. We need to know the 
URLs
of these various items to put them as exceptions from the Siteminder
protection. How can we get these URLs. 

TIA,

Mike
-- 
View this message in context: 
http://old.nabble.com/Thick-Client-accessing-Mid-iter-tp29356473p29356473.html

Sent from the ARS (Action Request System) mailing list archive at 
Nabble.com.

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If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

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reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

Re: Problem with AR System 7.5.006 install on Windows 2008 and Oracle 11g RAC db

[Jarl Grøneng]

Try adding ip address in tnsnames.ora instead of hostname.

--
Jarl

2010/8/6 Steinar Halland :
> **
> Hi all,
>
> Config:
> Windows 2008 x64 R2
> AR System 7.6.006
> Oracle 11g RAC
>
> Problem:
> We have done all the oracle pre-requisites(Oracle client, precreate
> tablespace etc, tnsnames.ora) and connection to the database through
> SQL*Plus is been confirmed working.
> During initial steps and confirmations we get no errors, but when the
> installer has started and comes to the phase where it tries to start the
> service it fails to start BMC Remedy AR System service and arerror.log
> states the following(portmapper service starts normally):
>
> Fri Aug 06 17:41:50 2010 : Action Request System(R) Server Version 7.5.00
> Patch 006 201007180200
> (c) Copyright 1991-2009 BMC Software, Inc.
> Fri Aug 06 17:41:50 2010  390600 : Failure while trying to connect to the
> SQL database.
> Please ensure the SQL database is running or contact the Database
> Administrator for help (ARERR 550)
> Fri Aug 06 17:41:50 2010 ORA-12154: TNS:could not resolve the connect
> identifier specified
> Fri Aug 06 17:41:50 2010  390600 : Cannot initialize contact with SQL
> database (ARERR 551)
> Fri Aug 06 17:41:50 2010 Stop server
> Fri Aug 06 17:41:50 2010  390600 : AR System server terminated -- fatal
> error encountered (ARNOTE 21)
>
> Any ideas on this?
>
> best regards
>
> Steinar
>
>
>
>
>
> 
> This email originates from Steria AS, Biskop Gunnerus' gate 14a, N-0051
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multiple SLAs attaching to inc ticket

[Martinez, Marcelo A]

I have an issue on 7.0.03 Incident module where I am noticing that some (not 
all) incidents are getting multiple SLAs attached.
For example: I have a medium priority incident which is supposed to get 2 SLAs, 
one for response (acknowledgement) and one for resolution.  This incident is 
getting 3 SLAs for medium response and one for medium resolution. 2 of the 
response SLAs have the exact same time, while the other doesn't. out of the 2 
that have the same time, one shows as met and the other as missed.  All 3 
response SLA measurements have the same SVTInstanceID value.

I can see that the incident ticket never changed priority, therefore it is not 
due to SLAs from another priority attaching..

I've noticed that this behavior started happening about 2 weeks ago. The only 
change I've done is to remove a value from the Group field for all "resolution" 
(not response) SLAs. This was done because the group mentioned in the field 
does not exist and I was noticing that when incident dropped from priority 
medium to low, the resolution SLA for medium would still be attached to the 
ticket. (odd).

I'm not sure what be causing multiple SLAs getting attach to the ticket; 
specially the same SLA and one is met and the other missed. Any advice??

ARS7.1
ITSM7.0.03

Thanks,
Marcelo

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Re: E-mail Engine

[Pierson, Shawn]

Your easiest option would just to be to set up a forwarding rule in Outlook for 
the second mailbox due to the limitation.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Philip, Saji L
Sent: Friday, August 06, 2010 11:17 AM
To: arslist@ARSLIST.ORG
Subject: E-mail Engine

**
Hello, Listers

This might be an old question, but is there a way to add an 
additional MAPI mailbox for incoming mails in Remedy?


Thanks,

Saji
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Re: BMC Analytics vs Dashboard...the difference?

[Easter, David]

In a nutshell (to keep it as minimally "chatty" as possible):

ITSM reports: Intended for "front line" managers and (perhaps) directors.  
Limited "ad-hoc" reporting capabilities.  Output only occasionally viewed by 
higher level decision makers.

Analytics: Powerful and mature tool for "slicing and dicing" information.  
Intended for use Business Analysts or other decision support personnel.  Output 
could be viewed both up and down the stack of decision makers.

Dashboards: High level "rollup" of information intended for CxO level decision 
makers.  Output only occasionally viewed by lower level decision makers.


-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.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi
Sent: Friday, August 06, 2010 11:12 AM
To: arslist@ARSLIST.ORG
Subject: BMC Analytics vs Dashboard...the difference?

From the blurbs reproduced below, I can't tell the difference. It must be 
geared towards people with higher pay and higher intelligence. What's the 
difference in purpose, content, technology?

Dashbaords mentions "process", Analytics seems to focus on ITSM. Can't tell 
what it amounts to. Anybody?

In  case you're thinking this is too easyhow's any of this any different 
from the OOB reports ITSM comes with?

I know this might be a question for sales folks...but they are s chatty.

Thanks.

ps: I did read the pdf brochures, only to end up more disoriented as to what is 
what and why these two beasts.

=

BMC Analytics for BSM

Out-of-the-box reporting and analysis for technical and non-technical users

Puts critical business intelligence at your fingertips for more informed and 
accurate decisions.

* Best practice reports for BMC Remedy IT Service Management, BMC Atrium 
CMDB, BMC ProactiveNet Performance Management, and more BMC solutions
* Create ad hoc reports in seconds through interactive point-and-click 
analysis; no programming required
* Easily share Web-based reports with IT and business stakeholders
* Runs on industry-leading BusinessObjects technology

==
BMC Dashboards for BSM

Link critical IT processes into a dashboard view of aggregated performance 
indicators enabling timely, fact-based decisions

This product:

* Includes best-practice metrics and key performance indicators aligned to 
business services
* Leverages a highly intuitive, graphical interface with aggregated metrics 
across IT support and operations processes
* Provides “just enough” drill-down, as well as trending capabilities 
across business services
* Supports fully customizable, personalized, and role-based views

With BMC Dashboards for BSM, you have access to the right data at the right 
time to optimize decisions and improve the performance of your IT functions.


  

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St-Pierre Patrick I625ST/Levis/GVDL est absent(e).

[Patrick St-Pierre]

Je serai absent(e) à partir du  2010-08-06 de retour le 2010-08-23.



Le présent message est destiné uniquement aux personnes indiquées dans 
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notify the sender by email and then destroy this message as well as all other 
existing copies.

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Re: The Service Action in an Active Link

[Martin, Dwayne - martinrd]

An example is worth a thousand words of explanation (or at least 462).  It 
would be nice if Remedy included illustrations of an Active Link using a 
Service to trigger an action in a Filter.  But since they didn't, maybe some 
knowledgeable person would be willing to draw up an illustrated document, or 
even an importable set of forms and links and filters for the benefit of those 
of us who have a hard time grasping abstract explanations.

Dwayne Martin
James Madison University

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of LJ LongWing
Sent: Friday, August 06, 2010 10:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: The Service Action in an Active Link

**
Chris & Jason,
I liked the idea of Services when 7.1 came outallowing you to trigger 
Filter only workflow with AL's...but I'm SUPER excited about service actions in 
Filtersthis finally gives me a 'method' based opportunity within 
Remedyalmost allowing true OO programminglet me give you an real life 
example in my application

I have an order (just a record) that needs to have about 30 validations done on 
it before I can consider it 'OK' to move from one state to another...we can 
consider these business rules.  As anyone who has gone to the Admin classes 
knows, you implement business rules via Filter to ensure they are always 
enforced, no matter how the update is donewell...the problem of course is 
the transaction is kicked off from the client..thus needing to be fired from a 
button click.  With Service as a Filter action, I can now have my AL and my 
Filter call the same Service, and not need to re-write my code twice, one set 
as AL's, another as Filters...I just have my AL call the service and everything 
works exactly same as when my Filter calls that same service.

Have you ever used WebServices?  You are given a WSDL, it provides inputs and 
outputsyou don't know exactly what happens on the other side, in between, 
those inputs and outputs, all you care about is the outcomethink of Service 
actions in the same way...but you control what happens on the other side...it 
reminds me of real OO programming...where you provide your interfaces, you 
define what will be the input and output to the method...the consumer of the 
method doesn't need to know what goes on inside, just that the 'contract' 
doesn't change...I think it's a VERY good step to the future...I'm expecting it 
to allow me to transform my application in several different ways that I 
consider very exciting...:)

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Jason Miller
Sent: Thursday, August 05, 2010 11:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: The Service Action in an Active Link

** Hi Chris,

I felt the same way you do when I read the docs regarding the Service action.  
I have dabbled with the Service action a little bit and the doc left me with 
some questions also.  I am still not sure I understand its full power.

The "butt" values you see are most likely in Run If qualifications in Filters.  
Something like 'z1D Action' = "GETDEFAULTCOMPANY".  Then the filter is 
triggered on Service and GETDEFAULTCOMPANY is passed to it in the Service 
action mapping.

A few uses would be:

  *   Now you can really trigger a notification action from an Active Link 
instead of having do a Commit Changes or push a record to a form to trigger a 
filter.
  *   Along the same lines you can now have an AL call a Service filter with a 
Set Fields from a Web  Service or Filter API without having to do a commit to 
trigger a filter.
  *   You can trigger a filter from an AL to to elevate permissions and perform 
an action with Admin privileges.  (If not used appropriately this could also 
undermine permissions)
In some ways it can clean up some creative coding we had to use in the past.  
Such as have a button/AL that sets a value to a DO field, does a Commit Changes 
that triggers a filter with low Execution Order looking for that value in the 
DO field to perform a Filter only action and then the Filter has a Go To action 
which bypasses the remaining filters just to avoid actually updating the record 
(Modified Date/Last Modified By).  Now the AL can just trigger the filter 
(actually all Service filters related to the form).

Hope that helps.
Jason
On Thu, Aug 5, 2010 at 9:07 PM, strauss 
mailto:stra...@unt.edu>> wrote:
**
I am trying to reconstruct some of our customizations from ITSM 7.0 on the ITSM 
7.6 system.  One of the things I have run into is a new ARS 7.5 "feature" 
called a Service action.  The documentation (two whole pages in the Workflow 
Objects Guide - pp. 107-108) might mean something to whoever wrote it, but I 
have yet to learn what these actions are, how they work, and how to trigger 
them just by reading it.  According to ARUtilities, there are something like 
137 active links (and 2 filters) that use this action, so _somebody_ knows how 
(and isn'

Re: EXTERNAL Keyword

[Grooms, Frederick W]

If you are not sure if your "Query-Search" field will be NULL or not you can 
use   
   ( $Query-Search$ LIKE  "___%" ) AND (EXTERNAL( $Query-Search$ ))   
This will make sure it is at least 3 characters long.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Shellman, David
Sent: Friday, August 06, 2010 12:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL Keyword

** 
Eric,
 
We'll take a look at using this one.
 
Thanks for the tip.
 
Dave

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Roys, Eric D
Sent: Friday, August 06, 2010 11:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL Keyword
** 
I say just skip the set field action altogether and just change the table qual 
to : 
(EXTERNAL( $Query-Search$)) AND ( $Query-Search$ !=  " " )
 
This was a tip provided years back when v5 was released and EXTERNAL() was a 
new concept. I don't recall who provided the tip, however, but it works and 
cuts down on superfluous code. 
 
-E

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Shellman, David
Sent: Friday, August 06, 2010 10:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL Keyword
** 
One needs to be careful using something like 1=0.  As others have noted this 
can cause a full table scan.  On one of our forms we had 5 table fields that 
used the External function so that we could trigger when the tables displayed 
data or did not.  There were Active Links that set fields to 1=0 for the use of 
External with the Table fields.  We were seeing delays with displaying a record 
when the system was being used heavily.  Some times, these delays were fairly 
lengthy.  Recently I changed these Active Links to use a more realistic search 
against an indexed field.  I replaced with some thing like 'Ticket ID' = "0".  
After the change the delays with displaying a record have virtually disappeared.
 
Dave

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Remedy
Sent: Friday, July 30, 2010 7:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL Keyword
** 
There is no way around the database query happening. I believe there was some 
discussion earlier in the week about the (1=2) submitting a wiry to the db.

For your table problem, What i have done is for any of my forms that use the 
external(), I have an active link that fires on open window and does a set 
field of "(1=2)". We do this for all table fields where required.

We use this a lot in our system, for both the UserTool and mid-tier and have 
seen no issues or performance problems.


Brent...

Sent from my iPhone

-Original Message-
On Jul 30, 2010, at 4:11 PM, Jason Miller  wrote:
** Hi Lisa,

It would take a little extra workflow but you could have the $Query-Search$ 
field default to something that will not return results.  Then when the time is 
right replace that with your real search.

You could use 1=2.  I just tried it out on a test form.  I also logged it 
client-side and it looks like it is going to query the db (maybe it is late 
enough on Friday where most people are not looking at the List and the 1=2 
reference won't start a riot :)


Fri Jul 30 2010 15:50:30.5980 */SELECT TOP 1001  
T773.C1,C536870915,C536870964,C536870965,C536871324 FROM T773 WHERE (1 = 2) 
ORDER BY C536870915 ASC, 1 ASC

Jason

-Original Message-
On Fri, Jul 30, 2010 at 12:07 PM, Kemes, Lisa  
wrote:
** 
I have a table that gets populated by a field that I build my query/search on.  
So my table qualification is: EXTERNAL( $Query-Search$) (Query-Search being the 
name of my field).
 
If there is nothing in this field and someone clicks on the table, then ALL the 
data on that form gets pulled into that table!  
 
I was hoping that if nothing is in my query-search field then nothing would be 
populated into that table.  :(
 
Lisa Kemes 
AR System Developer
Tyco Electronics
717-810-2408 tel
717-602-9460 cell
lisa.ke...@te.com

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BMC Analytics vs Dashboard...the difference?

[Rabi Tripathi]

>From the blurbs reproduced below, I can't tell the difference. It must be 
>geared towards people with higher pay and higher intelligence. What's the 
>difference in purpose, content, technology?

Dashbaords mentions "process", Analytics seems to focus on ITSM. Can't tell 
what it amounts to. Anybody?

In  case you're thinking this is too easyhow's any of this any different 
from the OOB reports ITSM comes with?

I know this might be a question for sales folks...but they are s chatty.

Thanks.

ps: I did read the pdf brochures, only to end up more disoriented as to what is 
what and why these two beasts.

=

BMC Analytics for BSM

Out-of-the-box reporting and analysis for technical and non-technical users

Puts critical business intelligence at your fingertips for more informed and 
accurate decisions.

* Best practice reports for BMC Remedy IT Service Management, BMC Atrium 
CMDB, BMC ProactiveNet Performance Management, and more BMC solutions
* Create ad hoc reports in seconds through interactive point-and-click 
analysis; no programming required
* Easily share Web-based reports with IT and business stakeholders
* Runs on industry-leading BusinessObjects technology

==
BMC Dashboards for BSM

Link critical IT processes into a dashboard view of aggregated performance 
indicators enabling timely, fact-based decisions

This product:

* Includes best-practice metrics and key performance indicators aligned to 
business services
* Leverages a highly intuitive, graphical interface with aggregated metrics 
across IT support and operations processes
* Provides “just enough” drill-down, as well as trending capabilities 
across business services
* Supports fully customizable, personalized, and role-based views

With BMC Dashboards for BSM, you have access to the right data at the right 
time to optimize decisions and improve the performance of your IT functions.




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Thick Client accessing Mid-iter

[versicle]

All,

We currently have Siteminder deployed as our SSO agent. Siteminder has been
configured to protect any URL passed localhost/arsys and requires a CAC card
and pin. The thick client connects to the mid-tier to display certain
things, SLM status, flashboards, CMDB Console, etc. We need to know the URLs
of these various items to put them as exceptions from the Siteminder
protection. How can we get these URLs. 

TIA,

Mike
-- 
View this message in context: 
http://old.nabble.com/Thick-Client-accessing-Mid-iter-tp29356473p29356473.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: CMDB: Define "Clusters" of Servers?

[Ray T]

You say CMDB and people have all sorts of visions of what it means and what
it should do.

I am told we have CMDB. When I ask where/what...I am told this cluster
definition is it, together with the utilities that allow us to query, so
that perl/shell scripts can use them to do "configuration" management...say
patching, software distribution etc.

I can't say this is not "configuration" management, as this is what most
people think of when you say "configuration". Keep track of and manage
devices, applications and other tangible infrastructure items and, further,
be able to use such info to manage (think patch etc) these items.

You try to explain about CI, and the bigger idea behind CMDB, but then i
get, fine...but if it's not built to do the above, and you need to jump
through the hoops to  come up with something that kind of works...it ain't
"CM"DB.

What's happening here is people who work at the infrastructure level asking
what's in it for me? How can CMDB help me, say, manage patch distribution
better? How can our scripts that rely on such mapping continue to work.

Nobody using similar info in CMDB to have tools (scripts or other management
tools, say network monitoring/management, software distribution, etc) drive
their behavior?


On Fri, Aug 6, 2010 at 1:53 PM, Ray T  wrote:

> Robert, thanks and yes it definitely helps. So you can achieve similar
> outcome, without thinking of a plain cluster->host map.
>
>  On Fri, Aug 6, 2010 at 12:13 PM, Robert Molenda
>  wrote:
>
>> ** Hi Ray;
>>
>> Interesting request - and really what you are trying to is a pure CMDB-sim
>> as I say...
>>
>> I (personally) don't like the term "Cluster" as I immediately think about
>> physical clusters of systems such as fail-over, etc especially for this
>> topic, because your terms are better suited as:
>>
>> Environment (Development / QA / Production)
>> Application (Peoplesoft / Oracle)
>>
>> So if you create a CI (Choose something like "Document" - [Never figured a
>> good use for this anyway :) ] ) and Create something like
>>
>> Oracle
>> Oracle10
>> Oracle11
>>
>> Then you can relate Oracle-->Oracle10 and Oracle-->Oracle11
>> Then you can relate Oracle10 --> Computer_systems / Oracle11 -->
>> Computer_systems
>>
>> Make the "Relationship Type" "Member of Collection"
>>
>> However I would also suggest that you can also setup "Applications" in the
>> CMDB just as well to document things from the "application container"...
>>
>> As far as the "environment" goes I'd use the CI Field "System Role" to
>> capture the environment...
>>
>> As far as scripting - since they are just standard tables / views just the
>> standard API (Java / Perl / etc) can be utilized to query the tables
>> appropriately and return the data required.
>>
>> HTH
>> Robert
>>
>>
>> On Mon, Aug 2, 2010 at 11:22 AM, Ray T  wrote:
>>
>>> ** We are talking about CMDB (ITSm 7.5) and there is a question of how
>>> well we can define "clusters" of Unix servers in CMDB.
>>>
>>> The background is that: currently Unix servers have labels assigned to
>>> them. For example, an Oracle server box may belong to clusters "oracle",
>>> "oracle11g", "production" and another one may belong to "oracle",
>>> "oracle10g", "test", "peoplesoft". So clusters are labels that allow us to
>>> group servers together so we can view, talk about and manage them in groups.
>>> The cluster labels are defined as needed and the mapping of servers to
>>> cluster names is in a text file.
>>>
>>> There are little utilities that we use to query for this data from the
>>> text file. For example, a shell/Perl script can use a clusterquery utility
>>> to find out what servers (hostnames) belong to "oracle" cluster, so that it
>>> can take actions on those servers. Or I can query to see what hosts are
>>> oracle hosts, but not 11g. Or I can list all the clusters a host belongs to.
>>> Patch management is one area cluster info is used heavily in.
>>>
>>> The question is, if we have the servers as CIs in CMDB, (1) how do we
>>> define, represent cluster info (it would be one to many), and (2) how much
>>> work is it to write comparable command line tools that we can distribute to
>>> folks so that their scripts continue to work (say above 3 queries)? I would
>>> think CMDB APIs would be involved. Perl is the language of choice here,
>>> although we can also do C.
>>>
>>> Has anybody tracked such "cluster" info in CMDB? Is it common to manage
>>> such data in CMDB, and to consume data through command line tools like we
>>> are thinking?
>>>
>>> TIA.
>>>
>>> Ray
>>> _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: E-mail Engine

[Chaudhari, Yogendra]

There is no way to add additional MAPI mailbox either of Incoming or Outgoing 
mailbox.
Email Engine takes profile name as a configuration for configuring MAPI 
mailboxes, you can have only one such profile active for any logged in user. So 
no chance of adding incoming mail box for MAPI.


You can add any number of incoming/outgoing mailboxes for other protocol such 
as POP3/IMAP/MBOX.
Net-net you can have one incoming/outgoing MAPI mailbox and additional any 
number of other mailboxes on one machine.

Regards,
Yogendra

DISCLAIMER: The opinions, statements, and/or suggested courses of action 
expressed in this E-mail do not necessarily reflect those of BMC Software, Inc.

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Philip, Saji L
Sent: Friday, August 06, 2010 9:47 PM
To: arslist@ARSLIST.ORG
Subject: E-mail Engine

**
Hello, Listers

This might be an old question, but is there a way to add an 
additional MAPI mailbox for incoming mails in Remedy?


Thanks,

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

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Re: CMDB: Define "Clusters" of Servers?

[Ray T]

Robert, thanks and yes it definitely helps. So you can achieve similar
outcome, without thinking of a plain cluster->host map.

 On Fri, Aug 6, 2010 at 12:13 PM, Robert Molenda
 wrote:

> ** Hi Ray;
>
> Interesting request - and really what you are trying to is a pure CMDB-sim
> as I say...
>
> I (personally) don't like the term "Cluster" as I immediately think about
> physical clusters of systems such as fail-over, etc especially for this
> topic, because your terms are better suited as:
>
> Environment (Development / QA / Production)
> Application (Peoplesoft / Oracle)
>
> So if you create a CI (Choose something like "Document" - [Never figured a
> good use for this anyway :) ] ) and Create something like
>
> Oracle
> Oracle10
> Oracle11
>
> Then you can relate Oracle-->Oracle10 and Oracle-->Oracle11
> Then you can relate Oracle10 --> Computer_systems / Oracle11 -->
> Computer_systems
>
> Make the "Relationship Type" "Member of Collection"
>
> However I would also suggest that you can also setup "Applications" in the
> CMDB just as well to document things from the "application container"...
>
> As far as the "environment" goes I'd use the CI Field "System Role" to
> capture the environment...
>
> As far as scripting - since they are just standard tables / views just the
> standard API (Java / Perl / etc) can be utilized to query the tables
> appropriately and return the data required.
>
> HTH
> Robert
>
>
> On Mon, Aug 2, 2010 at 11:22 AM, Ray T  wrote:
>
>> ** We are talking about CMDB (ITSm 7.5) and there is a question of how
>> well we can define "clusters" of Unix servers in CMDB.
>>
>> The background is that: currently Unix servers have labels assigned to
>> them. For example, an Oracle server box may belong to clusters "oracle",
>> "oracle11g", "production" and another one may belong to "oracle",
>> "oracle10g", "test", "peoplesoft". So clusters are labels that allow us to
>> group servers together so we can view, talk about and manage them in groups.
>> The cluster labels are defined as needed and the mapping of servers to
>> cluster names is in a text file.
>>
>> There are little utilities that we use to query for this data from the
>> text file. For example, a shell/Perl script can use a clusterquery utility
>> to find out what servers (hostnames) belong to "oracle" cluster, so that it
>> can take actions on those servers. Or I can query to see what hosts are
>> oracle hosts, but not 11g. Or I can list all the clusters a host belongs to.
>> Patch management is one area cluster info is used heavily in.
>>
>> The question is, if we have the servers as CIs in CMDB, (1) how do we
>> define, represent cluster info (it would be one to many), and (2) how much
>> work is it to write comparable command line tools that we can distribute to
>> folks so that their scripts continue to work (say above 3 queries)? I would
>> think CMDB APIs would be involved. Perl is the language of choice here,
>> although we can also do C.
>>
>> Has anybody tracked such "cluster" info in CMDB? Is it common to manage
>> such data in CMDB, and to consume data through command line tools like we
>> are thinking?
>>
>> TIA.
>>
>> Ray
>> _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: EXTERNAL Keyword

[Shellman, David]

Eric,

We'll take a look at using this one.

Thanks for the tip.

Dave


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Roys, Eric D
Sent: Friday, August 06, 2010 11:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL Keyword

**
I say just skip the set field action altogether and just change the table qual 
to :
(EXTERNAL( $Query-Search$)) AND ( $Query-Search$ !=  " " )

This was a tip provided years back when v5 was released and EXTERNAL() was a 
new concept. I don't recall who provided the tip, however, but it works and 
cuts down on superfluous code.

-E


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Shellman, David
Sent: Friday, August 06, 2010 10:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL Keyword

**
One needs to be careful using something like 1=0.  As others have noted this 
can cause a full table scan.  On one of our forms we had 5 table fields that 
used the External function so that we could trigger when the tables displayed 
data or did not.  There were Active Links that set fields to 1=0 for the use of 
External with the Table fields.  We were seeing delays with displaying a record 
when the system was being used heavily.  Some times, these delays were fairly 
lengthy.  Recently I changed these Active Links to use a more realistic search 
against an indexed field.  I replaced with some thing like 'Ticket ID' = "0".  
After the change the delays with displaying a record have virtually disappeared.

Dave

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Remedy
Sent: Friday, July 30, 2010 7:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL Keyword

**
There is no way around the database query happening. I believe there was some 
discussion earlier in the week about the (1=2) submitting a wiry to the db.

For your table problem, What i have done is for any of my forms that use the 
external(), I have an active link that fires on open window and does a set 
field of "(1=2)". We do this for all table fields where required.

We use this a lot in our system, for both the UserTool and mid-tier and have 
seen no issues or performance problems.


Brent...

Sent from my iPhone

On Jul 30, 2010, at 4:11 PM, Jason Miller 
mailto:jason.mil...@gmail.com>> wrote:

** Hi Lisa,

It would take a little extra workflow but you could have the $Query-Search$ 
field default to something that will not return results.  Then when the time is 
right replace that with your real search.

You could use 1=2.  I just tried it out on a test form.  I also logged it 
client-side and it looks like it is going to query the db (maybe it is late 
enough on Friday where most people are not looking at the List and the 1=2 
reference won't start a riot :)


Fri Jul 30 2010 15:50:30.5980 */SELECT TOP 1001  
T773.C1,C536870915,C536870964,C536870965,C536871324 FROM T773 WHERE (1 = 2) 
ORDER BY C536870915 ASC, 1 ASC

Jason

On Fri, Jul 30, 2010 at 12:07 PM, Kemes, Lisa 
<lisa.ke...@tycoelectronics.com>
 wrote:
**
I have a table that gets populated by a field that I build my query/search on.  
So my table qualification is: EXTERNAL( $Query-Search$) (Query-Search being the 
name of my field).

If there is nothing in this field and someone clicks on the table, then ALL the 
data on that form gets pulled into that table!

I was hoping that if nothing is in my query-search field then nothing would be 
populated into that table.  :(

Lisa Kemes
AR System Developer
Tyco Electronics
717-810-2408 tel
717-602-9460 cell
lisa.ke...@te.com



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Re: E-mail Engine

[Shellman, David]

You can only have one mailbox configured for MAPI.

In our case we have two incoming mailboxes.  One configured for MAPI and one 
for POP3.

Dave


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Philip, Saji L
Sent: Friday, August 06, 2010 12:17 PM
To: arslist@ARSLIST.ORG
Subject: E-mail Engine

**
Hello, Listers

This might be an old question, but is there a way to add an 
additional MAPI mailbox for incoming mails in Remedy?


Thanks,

Saji
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Re: EXTERNAL Keyword

[Joe DeSouza]

EXTERNAL() does give a lot of flexibility on Run If conditions wherever it can 
be used to build that condition dynamically..

However from your syntax below, it may not work.. It is picky about you putting 
the single and double quites wherever applicable.

Joe





From: "Roys, Eric D" 
To: arslist@ARSLIST.ORG
Sent: Fri, August 6, 2010 11:33:07 AM
Subject: Re: EXTERNAL Keyword

** 
I say just skip the set field action altogether and just change the table qual 
to : 

(EXTERNAL( $Query-Search$)) AND ( $Query-Search$ !=  " " )
 
This was a tip provided years back when v5 was released and EXTERNAL() was a 
new 
concept. I don't recall who provided the tip, however, but it works and cuts 
down on superfluous code. 

 
-E



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Shellman, David
Sent: Friday, August 06, 2010 10:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL Keyword

** 
One needs to be careful using something like 1=0.  As others have noted this 
can 
cause a full table scan.  On one of our forms we had 5 table fields that 
used the External function so that we could trigger when the tables displayed 
data or did not.  There were Active Links that set fields to 1=0 for the use of 
External with the Table fields.  We were seeing delays with displaying a record 
when the system was being used heavily.  Some times, these delays were fairly 
lengthy.  Recently I changed these Active Links to use a more realistic search 
against an indexed field.  I replaced with some thing like 'Ticket ID' = "0".  
After the change the delays with displaying a record have virtually disappeared.
 
Dave



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Remedy
Sent: Friday, July 30, 2010 7:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL Keyword

** 
There is no way around the database query happening. I believe there was some 
discussion earlier in the week about the (1=2) submitting a wiry to the db.

For your table problem, What i have done is for any of my forms that use the 
external(), I have an active link that fires on open window and does a set 
field 
of "(1=2)". We do this for all table fields where required.

We use this a lot in our system, for both the UserTool and mid-tier and have 
seen no issues or performance problems.


Brent...

Sent from my iPhone

On Jul 30, 2010, at 4:11 PM, Jason Miller  wrote:


** Hi Lisa,
>
>It would take a little extra workflow but you could have the $Query-Search$ 
>field default to something that will not return results.  Then when the time 
>is 
>right replace that with your real search.
>
>You could use 1=2.  I just tried it out on a test form.  I also logged it 
>client-side and it looks like it is going to query the db (maybe it is late 
>enough on Friday where most people are not looking at the List and the 1=2 
>reference won't start a riot :)
>
>
>Fri Jul 30 2010 15:50:30.5980 */SELECT TOP 1001  
>T773.C1,C536870915,C536870964,C536870965,C536871324 FROM T773 WHERE (1 = 2) 
>ORDER BY C536870915 ASC, 1 ASC
>
>Jason
>
>
>On Fri, Jul 30, 2010 at 12:07 PM, Kemes, Lisa  
>wrote:
>
>** 
>>I have a table that gets populated by a field that I build my query/search 
>>on.  
>>So my table qualification is: EXTERNAL( $Query-Search$) (Query-Search being 
>>the 
>>name of my field).
>> 
>>If there is nothing in this field and someone clicks on the table, then ALL 
>>the 
>>data on that form gets pulled into that table!  
>>
>> 
>>I was hoping that if nothing is in my query-search field then nothing would 
>>be 
>>populated into that table.  :(
>> 
>>Lisa Kemes
>>AR System Developer
>>Tyco Electronics
>>717-810-2408 tel
>>717-602-9460 cell
>>lisa.ke...@te.com




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Re: Using DSO for Archiving

[Robert Molenda]

Are you archiving to the same server or a different server..?? Since you are
mentioning DSO I'm assuming that it's a different server.

Either method works well - as long as it is architected to be "transaction
aware" with the appropriate checks.

I have the tendency to "over architect" data sync between systems to ensure
there is no data-loss.

For example:
A pushes data to B
B sends Delete to A

It does not matter if this push is a push-fields / web-service / DSO / etc.

The question that you need to also answer is the "readiness" of the data on
the remote server.

DSO queues up entries for processing, which is nice as it will handle it
smoothly. A Filter/Web-Service ensures the data is "there now" so to say.

HTH
Robert



On Fri, Aug 6, 2010 at 3:56 AM, Karen Doherty  wrote:

> **
>
> Good Morning,
>
>
>
> We are reviewing methods for archiving on a 7.1 server (Solaris10, Oracle
> 10g) for a custom application - internal archiving vs DSO.  I have used
> internal archiving in the past and have had no issues with it, but I have
> not used DSO for archving.
>
>
>
> According to a KM article, there is a chance of data loss if you use the
> internal archiving.  Has anyone had the same problem with DSO?  What other
> issues have you experienced?
>
>
>
>
>
> Karen
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_




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Safari browser format Issue with ITSM 7.6 Patch 001

[Andre Hughes]

Hello,

I am experiencing a browser formating issue with the Change & Release 
Management Consoles when using Safari and the un-supported Chrome 
browsers.

There are numerous amounts of scroll bars through out the screen. Some of the 
items in the consoles are difficult to access and slows down usability.

Firefox and Internet Explorer does not have this formatting issue.

Does anyone know if there is a fix for this from BMC, or a browser setting that 
would format it properly?

Thanks,

Andre

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E-mail Engine

[Philip, Saji L]

Hello, Listers

This might be an old question, but is there a way to add an 
additional MAPI mailbox for incoming mails in Remedy?


Thanks,

Saji

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Re: CMDB: Define "Clusters" of Servers?

[Robert Molenda]

Hi Ray;

Interesting request - and really what you are trying to is a pure CMDB-sim
as I say...

I (personally) don't like the term "Cluster" as I immediately think about
physical clusters of systems such as fail-over, etc especially for this
topic, because your terms are better suited as:

Environment (Development / QA / Production)
Application (Peoplesoft / Oracle)

So if you create a CI (Choose something like "Document" - [Never figured a
good use for this anyway :) ] ) and Create something like

Oracle
Oracle10
Oracle11

Then you can relate Oracle-->Oracle10 and Oracle-->Oracle11
Then you can relate Oracle10 --> Computer_systems / Oracle11 -->
Computer_systems

Make the "Relationship Type" "Member of Collection"

However I would also suggest that you can also setup "Applications" in the
CMDB just as well to document things from the "application container"...

As far as the "environment" goes I'd use the CI Field "System Role" to
capture the environment...

As far as scripting - since they are just standard tables / views just the
standard API (Java / Perl / etc) can be utilized to query the tables
appropriately and return the data required.

HTH
Robert


On Mon, Aug 2, 2010 at 11:22 AM, Ray T  wrote:

> ** We are talking about CMDB (ITSm 7.5) and there is a question of how well
> we can define "clusters" of Unix servers in CMDB.
>
> The background is that: currently Unix servers have labels assigned to
> them. For example, an Oracle server box may belong to clusters "oracle",
> "oracle11g", "production" and another one may belong to "oracle",
> "oracle10g", "test", "peoplesoft". So clusters are labels that allow us to
> group servers together so we can view, talk about and manage them in groups.
> The cluster labels are defined as needed and the mapping of servers to
> cluster names is in a text file.
>
> There are little utilities that we use to query for this data from the text
> file. For example, a shell/Perl script can use a clusterquery utility to
> find out what servers (hostnames) belong to "oracle" cluster, so that it can
> take actions on those servers. Or I can query to see what hosts are oracle
> hosts, but not 11g. Or I can list all the clusters a host belongs to. Patch
> management is one area cluster info is used heavily in.
>
> The question is, if we have the servers as CIs in CMDB, (1) how do we
> define, represent cluster info (it would be one to many), and (2) how much
> work is it to write comparable command line tools that we can distribute to
> folks so that their scripts continue to work (say above 3 queries)? I would
> think CMDB APIs would be involved. Perl is the language of choice here,
> although we can also do C.
>
> Has anybody tracked such "cluster" info in CMDB? Is it common to manage
> such data in CMDB, and to consume data through command line tools like we
> are thinking?
>
> TIA.
>
> Ray
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Re: Table fields displaying 1 hour difference from searched date.

[Robert Halstead]

So it seems like the table itself may not be the issue, though i'm not
entirely sure.  What I setup was a display form with two date/time fields
for input, a character field for the EXTERNAL(query), and the table field
pointed to one of our most populated forms.

What I found out was this:

I created workflow that takes the two date fields and puts them into the
character field so the resulting string looks like this:
'Create Date' >= "8/3/2010 8:00:00 AM" AND 'Create Date' <= "8/5/2010
11:00:00 AM"

In my table qualification I have: EXTERNAL('Character Field')

When I refresh the table, the table searches and displays results as if the
following query is ran:
'Create Date' >= "8/3/2010 9:00:00 AM" AND 'Create Date' <= "8/5/2010
12:00:00 PM" <-- Notice the one hour difference

Now I replaced the qualification for the table: EXTERNAL('Character Field'),
with the actual qualification I'm trying to run:
'Create Date' >= "8/3/2010 8:00:00 AM" AND 'Create Date' <= "8/5/2010
11:00:00 AM"

When I refresh the table field, the values now accurately display from
8/3/2010 8:00:00 AM to 8/5/2010 11:00:00 AM.  "Hmm," I think to myself,
"There must be an issue with searching with dates using the EXTERNAL
function."

I now replace the qualification string for the table with:
('Create Date' >= $Date/Time Field$) AND ('Create Date' <= $Date/Time
Field2$)

Therein by taking EXTERNAL() completely out of the loop. I enter "8/3/2010
8:00:00 AM" into $Date/Time Field$ and "8/5/2010 12:00:00 PM" into
$Date/Time Field2$ and refresh the table.

The results show correct!!  The date/time span return match the search
criteria accurately.  So there seems to be an issue when searching table
fields with date ranges using the EXTERNAL() function.

Not sure if this was mentioned before on the list, sorry if it was, this bug
has been running me and my QA team around in loops.

Just thought I would share.  Thanks for listening :D


On Thu, Aug 5, 2010 at 3:35 PM, Robert Halstead  wrote:

> Hey all,
>
> We're seeing a discrepancy when displaying data in a table field.  If the
> table field is searching a date range of tickets, the table field seems to
> display tickets that are an hour ahead.  It seems the client takes the
> date/time in the date/time fields and applies +1 hour to them and then
> returns the result of that search.
>
> Searching the same date range on the form itself returns the proper
> listing.
>
> This behavior doesn't exist with the mid-tier.  Performing the same actions
> in the mid-tier, the results are what is expect with both the table and the
> form displaying the same search results.  Only in the client does it seem to
> differ.
>
> This seems to be an issue with the timezone and table fields.  I was
> wondering if anyone else has been incurring this as well?
>
> AR Server 7.5 Patch 004
> Mid-Tier 7.5 Patch 004
> WUT 7.5 Patch 004
>
> Let me know if more information is needed.  I thought I'd hit up the list
> before I created a ticket with BMC.
>
> --
> "A fool acts, regardless; knowing well that he is wrong. The ignoramus acts
> on only what he knows, but all that he knows.
> The ignoramus may be saved, but the fool knows that he is doomed."
>
> Bob Halstead
>



-- 
"A fool acts, regardless; knowing well that he is wrong. The ignoramus acts
on only what he knows, but all that he knows.
The ignoramus may be saved, but the fool knows that he is doomed."

Bob Halstead

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Re: incidnet count

[Robert Molenda]

What version of ITSM are you utilizing? This always helps in a proper
answer...

However, there is no method of "increasing the LENGTH" of the incident
number in the earlier versions of the system as it utilizes Field-1. In
later versions of ITSM this is a different field and could be (not
suggested) customized to increase the length. However with that said...

All tickets have a "character prefix" like "HPD..." or "INC..." should you
fill the remaining 12 characters (that would mean 999,999,999,999 tickets in
the system) you could alter the prefix to something like "HPDa" and then you
will have 99,999,999,999 tickets.

However with that said - the caveat is the Field-1 unique entry ID.

A "Select count(*) from..." sql statement will tell you how many rows you
"really" have in the table.

HTH
Robert

On Fri, Aug 6, 2010 at 1:13 AM, Ramagiri wrote:

> **
>
> Hi all,
>
> In our organization , the  remedy server incident number count is
> almost filling.
>
> Please let me know how to increase the incident number count . is
> there any form where I can configure this.
>
> **
>
> **
>
> *RAVI CHANDRA . RAMAGIRI*
> **
>
>
>
> __ Information from ESET NOD32 Antivirus, version of virus
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>
> The message was checked by ESET NOD32 Antivirus.
>
> http://www.eset.com
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>
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Problem with AR System 7.5.006 install on Windows 2008 and Oracle 11g RAC db

[Steinar Halland]

Hi all,

Config:
Windows 2008 x64 R2
AR System 7.6.006
Oracle 11g RAC

Problem:
We have done all the oracle pre-requisites(Oracle client, precreate tablespace 
etc, tnsnames.ora) and connection to the database through SQL*Plus is been 
confirmed working.
During initial steps and confirmations we get no errors, but when the installer 
has started and comes to the phase where it tries to start the service it fails 
to start BMC Remedy AR System service and arerror.log states the 
following(portmapper service starts normally):

Fri Aug 06 17:41:50 2010 : Action Request System(R) Server Version 7.5.00 Patch 
006 201007180200
(c) Copyright 1991-2009 BMC Software, Inc.
Fri Aug 06 17:41:50 2010  390600 : Failure while trying to connect to the SQL 
database.
Please ensure the SQL database is running or contact the Database Administrator 
for help (ARERR 550)
Fri Aug 06 17:41:50 2010 ORA-12154: TNS:could not resolve the connect 
identifier specified
Fri Aug 06 17:41:50 2010  390600 : Cannot initialize contact with SQL database 
(ARERR 551)
Fri Aug 06 17:41:50 2010 Stop server
Fri Aug 06 17:41:50 2010  390600 : AR System server terminated -- fatal error 
encountered (ARNOTE 21)

Any ideas on this?

best regards

Steinar




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Re: EXTERNAL Keyword

[Roys, Eric D]

I say just skip the set field action altogether and just change the
table qual to : 
(EXTERNAL( $Query-Search$)) AND ( $Query-Search$ !=  " " )
 
This was a tip provided years back when v5 was released and EXTERNAL()
was a new concept. I don't recall who provided the tip, however, but it
works and cuts down on superfluous code. 
 
-E




From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Shellman, David
Sent: Friday, August 06, 2010 10:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL Keyword


** 
One needs to be careful using something like 1=0.  As others have noted
this can cause a full table scan.  On one of our forms we had 5 table
fields that used the External function so that we could trigger when the
tables displayed data or did not.  There were Active Links that set
fields to 1=0 for the use of External with the Table fields.  We were
seeing delays with displaying a record when the system was being used
heavily.  Some times, these delays were fairly lengthy.  Recently I
changed these Active Links to use a more realistic search against an
indexed field.  I replaced with some thing like 'Ticket ID' = "0".
After the change the delays with displaying a record have virtually
disappeared.
 
Dave


From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Remedy
Sent: Friday, July 30, 2010 7:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL Keyword


** 
There is no way around the database query happening. I believe there was
some discussion earlier in the week about the (1=2) submitting a wiry to
the db.

For your table problem, What i have done is for any of my forms that use
the external(), I have an active link that fires on open window and does
a set field of "(1=2)". We do this for all table fields where required.

We use this a lot in our system, for both the UserTool and mid-tier and
have seen no issues or performance problems.


Brent...

Sent from my iPhone

On Jul 30, 2010, at 4:11 PM, Jason Miller 
wrote:



** Hi Lisa,

It would take a little extra workflow but you could have the
$Query-Search$ field default to something that will not return results.
Then when the time is right replace that with your real search.

You could use 1=2.  I just tried it out on a test form.  I also
logged it client-side and it looks like it is going to query the db
(maybe it is late enough on Friday where most people are not looking at
the List and the 1=2 reference won't start a riot :)


Fri Jul 30 2010 15:50:30.5980 */SELECT TOP 1001
T773.C1,C536870915,C536870964,C536870965,C536871324 FROM T773 WHERE (1 =
2) ORDER BY C536870915 ASC, 1 ASC

Jason


On Fri, Jul 30, 2010 at 12:07 PM, Kemes, Lisa <
 lisa.ke...@tycoelectronics.com>
wrote:


** 

I have a table that gets populated by a field that I
build my query/search on.  So my table qualification is: EXTERNAL(
$Query-Search$) (Query-Search being the name of my field).
 
If there is nothing in this field and someone clicks on
the table, then ALL the data on that form gets pulled into that table!  
 
I was hoping that if nothing is in my query-search field
then nothing would be populated into that table.  :(
 
Lisa Kemes 
AR System Developer
Tyco Electronics
717-810-2408 tel
717-602-9460 cell
 lisa.ke...@te.com
 
 
 
_attend WWRUG10  www.wwrug.com
ARSlist: "Where the Answers Are"_ 


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Re: EXTERNAL Keyword

[Shellman, David]

One needs to be careful using something like 1=0.  As others have noted this 
can cause a full table scan.  On one of our forms we had 5 table fields that 
used the External function so that we could trigger when the tables displayed 
data or did not.  There were Active Links that set fields to 1=0 for the use of 
External with the Table fields.  We were seeing delays with displaying a record 
when the system was being used heavily.  Some times, these delays were fairly 
lengthy.  Recently I changed these Active Links to use a more realistic search 
against an indexed field.  I replaced with some thing like 'Ticket ID' = "0".  
After the change the delays with displaying a record have virtually disappeared.

Dave

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Remedy
Sent: Friday, July 30, 2010 7:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL Keyword

**
There is no way around the database query happening. I believe there was some 
discussion earlier in the week about the (1=2) submitting a wiry to the db.

For your table problem, What i have done is for any of my forms that use the 
external(), I have an active link that fires on open window and does a set 
field of "(1=2)". We do this for all table fields where required.

We use this a lot in our system, for both the UserTool and mid-tier and have 
seen no issues or performance problems.


Brent...

Sent from my iPhone

On Jul 30, 2010, at 4:11 PM, Jason Miller 
mailto:jason.mil...@gmail.com>> wrote:

** Hi Lisa,

It would take a little extra workflow but you could have the $Query-Search$ 
field default to something that will not return results.  Then when the time is 
right replace that with your real search.

You could use 1=2.  I just tried it out on a test form.  I also logged it 
client-side and it looks like it is going to query the db (maybe it is late 
enough on Friday where most people are not looking at the List and the 1=2 
reference won't start a riot :)


Fri Jul 30 2010 15:50:30.5980 */SELECT TOP 1001  
T773.C1,C536870915,C536870964,C536870965,C536871324 FROM T773 WHERE (1 = 2) 
ORDER BY C536870915 ASC, 1 ASC

Jason

On Fri, Jul 30, 2010 at 12:07 PM, Kemes, Lisa 
<lisa.ke...@tycoelectronics.com>
 wrote:
**
I have a table that gets populated by a field that I build my query/search on.  
So my table qualification is: EXTERNAL( $Query-Search$) (Query-Search being the 
name of my field).

If there is nothing in this field and someone clicks on the table, then ALL the 
data on that form gets pulled into that table!

I was hoping that if nothing is in my query-search field then nothing would be 
populated into that table.  :(

Lisa Kemes
AR System Developer
Tyco Electronics
717-810-2408 tel
717-602-9460 cell
lisa.ke...@te.com



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Re: The Service Action in an Active Link

[Roys, Eric D]

Jason, that's a pretty good explanation. The problem is that this new
programming paradigm is not exactly great from a documentation
perspective as Chris alluded to so it's very important for the
"commands" to be documented somewhere otherwise it's PAINFUL for those
coming in after the fact. In the case of ITSM they are not documented
and it is PAINFUL. I know there are other cheat sheets out there in
BMCland but I don't believe I've seen anything for this particular case.
I'd imagine it would be helpful if it looked something like the sampling
provided below although I admit it's in rough format from some of the
playing around I've done with it.

I like service actions because it allows the calling of workflow from
any form to get to the same end and workflow is handled the same across
the board (what LJ was talking about with respect to web services,
service bus, SOA or whatever the term of the day is for it). It's
important, however, to ensure the commands are well thought out because
it does require an amount of hard coding which makes changing the
commands rather inefficient.
 
Application Commands: 

SYNCH_USER_MOD -> Modify User record when People record is modified
(i.e. updates license type and full name based on Login Name supplied)
Input To: SHR:USB:Controller  // the form where SERVICE is interpreted
and actions are triggered
 input00: inchar00 -> Login Name
 input01: inchar01 -> Full Name
 input02: inchar02 -> License Type
 input04: zzcommandMessage -> "SYNCH_USER_MOD"
 output00: outchar00
 output01: outErr  //set using error handler using $ERRNO and ERRMSG
keywords
 
SYNCH_USER_DISABLE -> Removes all assignment and permission groups and
then disables a user record including arbitrary setting of password for
immediate effect. 
Input To: SHR:USB:Controller // the form where SERVICE is interpreted
and actions are triggered
 input00: inchar00 -> Login Name
 input01: inchar01 -> guid (i.e. user instance id)
 input02: zzcommandMessage -> "SYNCH_USER_DISABLE"
 output00: outchar00
 output01: outErr //set using error handler using $ERRNO and ERRMSG
keywords
 
SYNCH_USER_GROUPLIST_ADD -> Update User record by Adding input to
existing group list.
Input to: SHR:USB:Controller // the form where SERVICE is interpreted
and actions are triggered
 input00: inchar00 -> loginName
 input01: zzCommandMessage -> "SYNCH_USER_GROUPLIST_ADD"
 input02: inchar01 -> groupId
 output00: outChar00 -> outChar00
 output01: outErr //set using error handler using $ERRNO and ERRMSG
keywords

FWIW.
 
Eric Roys
Sr. Sales Engineer
Verizon Business
 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jason Miller
Sent: Friday, August 06, 2010 12:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: The Service Action in an Active Link


** Hi Chris,

I felt the same way you do when I read the docs regarding the Service
action.  I have dabbled with the Service action a little bit and the doc
left me with some questions also.  I am still not sure I understand its
full power.

The "butt" values you see are most likely in Run If qualifications in
Filters.  Something like 'z1D Action' = "GETDEFAULTCOMPANY".  Then the
filter is triggered on Service and GETDEFAULTCOMPANY is passed to it in
the Service action mapping.

A few uses would be:


*   Now you can really trigger a notification action from an Active
Link instead of having do a Commit Changes or push a record to a form to
trigger a filter. 
*   Along the same lines you can now have an AL call a Service
filter with a Set Fields from a Web  Service or Filter API without
having to do a commit to trigger a filter.

*   You can trigger a filter from an AL to to elevate permissions
and perform an action with Admin privileges.  (If not used appropriately
this could also undermine permissions)

In some ways it can clean up some creative coding we had to use in the
past.  Such as have a button/AL that sets a value to a DO field, does a
Commit Changes that triggers a filter with low Execution Order looking
for that value in the DO field to perform a Filter only action and then
the Filter has a Go To action which bypasses the remaining filters just
to avoid actually updating the record (Modified Date/Last Modified By).
Now the AL can just trigger the filter (actually all Service filters
related to the form).

Hope that helps.
Jason



On Thu, Aug 5, 2010 at 9:07 PM, strauss  wrote:


** 

I am trying to reconstruct some of our customizations from ITSM
7.0 on the ITSM 7.6 system.  One of the things I have run into is a new
ARS 7.5 "feature" called a Service action.  The documentation (two whole
pages in the Workflow Objects Guide - pp. 107-108) might mean something
to whoever wrote it, but I have yet to learn what these actions are, how
they work, and how to trigger them just by reading it.  According to
ARUtilities, there are something like 137 active links (and 2 filters)
that use this act

Re: WWRUG10 - Technical Session Sneak Peak #3 - User Interface, Reporting, FTS, and Developer Studio

[Kelly Deaver]

**
Obviously David has had to put on his lawyer hat a lot lately. Thanks for keeping us straight, Dave!

Kelly DeaverL-3 Stratis / FAA Contractor
kdea...@kellydeaver.com (ARSlist mail)kelly.ctr.dea...@faa.gov (Business mail)
 
 

 Original Message Subject: Re: WWRUG10 - Technical Session Sneak Peak #3 - UserInterface, Reporting, FTS, and Developer StudioFrom: "Easter, David" Date: Fri, August 06, 2010 9:42 amTo: arslist@ARSLIST.ORG** 



One minor note on these announcements – the present tense language of topics related to AR System 7.6.03 are because the WWRUG10 event is expected to occur after AR System 7.6.03 is released.   Statements like “now includes” in the paragraphs below must not be interpreted to mean that the features are actually available right now (Aug 6th, 2010) – nor that AR System 7.6.03 has already shipped.  They’re intended to be the description used during a future event (i.e. one that occurs Oct 18-22, 2010).
 
Thanks for your understanding.
 
-David J. Easter
Sr. Product Manager, Enterprise Service Management
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc.
 

From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Phil BautistaSent: Thursday, August 05, 2010 5:45 PMTo: arslist@ARSLIST.ORGSubject: WWRUG10 - Technical Session Sneak Peak #3 - User Interface, Reporting, FTS, and Developer Studio
 
** 
Here is another sneak peak at some UI improvements, Reporting, Full Text Search, and a couple of great topics on the Developer Studio and how to make it more useful.  If you haven’t already registered, you can still sign up at http://www.wwrug10.com 
 
Topic
Richer UI Capabilities in AR System 7.6.03
Abstract
BMC introduced a major upgrade to the user interface capabilities in AR System 7.5 but did not stop there. AR
System now includes major new features including table field upgrades, drag and drop, use of color and images to
show the state of data, new field display types, and more. This session gives an overview of these capabilities for
developers to consider how to leverage these for up-to-date user experiences.
Synopsis
This talk is a must for those who want more detail about the specific UI enhancements included in the latest release.
It will use an updated “uidemo” application to show how they can be used. Topics to be covered include:
* adding / removing table rows in memory
* enhancements to in-line table editing
* drag and drop
* use of color and images within table or tree data
* the rich text editor as a character field display type
* right-alignment
* fly-out style navigation
* AR Skins (for customer branding)
 
Topic
Life Beyond the Remedy User Tool: Why it’s Safe to Leave it Behind
Abstract
Web-based Remedy applications now have the performance and feature set needed to make desktop deployment
increasingly unnecessary. Learn about enhancements to the AR System mid-tier related to migration the web. Also
we will cover best design practices for “web-first” application design.
Synopsis
This talk will cover various aspects of AR System mid-tier compared with Remedy User, including such topics as 
performance, security, reporting, license management, saved searches, browser support
Also, there will be a summary of “dos and don’ts” for Remedy application development aimed at the Web. 
 
Topic
User Interface Design Patterns in AR System
Abstract
The AR System now supports more sophisticated UI capabilities than many traditional AR developers know what to
do with. Don’t worry - the best way to leverage them is often to apply them in ways that users have already come to
expect in other applications. This talk will cover a range of advanced UI techniques that are achievable using AR
System today. Whether you call these “design patterns” or simply “best practices”, this approach helps translate
modern UI requirements AR System constructs.
Synopsis
Anyone interested in upgrading the look and feel of AR System applications to a “web 2.0” experience should attend
this talk. It will covers such common UI patterns as the flexible layout, drag and drop, progressive disclosure, the
visual catalog, the aggregated page, and more, all in AR System terms. Sometimes, just knowing something is
possible can help to make the right early design decisions.
 
Topic
Ad-Hoc Web Reporting for AR System 7.6.03
Abstract
The ad-hoc reporting capabilities on the web for AR System have been dramatically improved. This session will offer
a tour of the new reporting console, easy query builder, drag-drop-based designer, ad-hoc charting, preview within
the designer, rich export formats such as PDF and Microsoft Office, and more.
Synopsis
This session gives an overview

Re: query on priority change

[Martinez, Marcelo A]

Thanks for the idea Frank.. I will try that.  I need to run a SQL log to find 
the table in the db.



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Frank Caruso
Sent: Friday, August 06, 2010 9:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: query on priority change

** If you have auditing turned on for that field you might be able to link into 
the audit table for that form and extract out any prior values.
On Fri, Aug 6, 2010 at 10:30 AM, Martinez, Marcelo A 
mailto:marc...@cpchem.com>> wrote:
Thanks Mahendra, but I'm trying to run this query on tickets already in the 
system. i.e. All incidents from july 2010.
I was afraid this wasn't possible.

Marcelo

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mahendra 
Mahalkar
Sent: Thursday, August 05, 2010 10:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: query on priority change

**
Marcelo,
The change in priority can be recorded/set in a temp field by using the filter 
having the run if as "TR.Priority != DB.Priority". If this change happen the 
temp field will set to a particular value. Then extract the report based on the 
qualification "temp field = value".

Hope this helps !


Mahendra



It's Mahendra !!!Error! Filename not specified.

On Fri, Aug 6, 2010 at 1:22 AM, Martinez, Marcelo A 
mailto:marc...@cpchem.com>> wrote:
May be an easy question..
I'm trying to run a search, in order to create a report, on incidents in which 
the priority changed. So if a user changed an incident from medium to low, or 
medium to high, etc..  it would show on the query.

Any ideas how this can be accomplished?

ARS7.1
ITSM7.0.03

TIA,
Marcelo

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WebService get distinct categories back

[Tim Rondeau]

Trying to create a webservice that gives back all categories, but I need to get 
the distinct list for example.

We have:

Account
Account
Account
Build
Build
Build

I only want back

Account
Build

Then will look up Sub-Category and then Action



7.1 Patch 7 Windows


Thanks

Tim

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Re: query on priority change

[Frank Caruso]

If you have auditing turned on for that field you might be able to link into
the audit table for that form and extract out any prior values.

On Fri, Aug 6, 2010 at 10:30 AM, Martinez, Marcelo A wrote:

>  Thanks Mahendra, but I’m trying to run this query on tickets already in
> the system. i.e. All incidents from july 2010.
>
> I was afraid this wasn’t possible.
>
>
>
> Marcelo
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Mahendra Mahalkar
> *Sent:* Thursday, August 05, 2010 10:58 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: query on priority change
>
>
>
> **
>
> Marcelo,
>
> The change in priority can be recorded/set in a temp field by using the
> filter having the run if as "TR.Priority != DB.Priority". If this change
> happen the temp field will set to a particular value. Then extract the
> report based on the qualification "temp field = value".
>
>
>
> Hope this helps !
>
>
>
>
>
> Mahendra
>
>
>
>
>
>
> It's Mahendra !!![image: Image removed by sender.]
>
>
>   On Fri, Aug 6, 2010 at 1:22 AM, Martinez, Marcelo A 
> wrote:
>
> May be an easy question..
> I'm trying to run a search, in order to create a report, on incidents in
> which the priority changed. So if a user changed an incident from medium to
> low, or medium to high, etc..  it would show on the query.
>
> Any ideas how this can be accomplished?
>
> ARS7.1
> ITSM7.0.03
>
> TIA,
> Marcelo
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
>
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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Re: WWRUG10 - Technical Session Sneak Peak #3 - User Interface, Reporting, FTS, and Developer Studio

[Easter, David]

One minor note on these announcements - the present tense language of topics 
related to AR System 7.6.03 are because the WWRUG10 event is expected to occur 
after AR System 7.6.03 is released.   Statements like "now includes" in the 
paragraphs below must not be interpreted to mean that the features are actually 
available right now (Aug 6th, 2010) - nor that AR System 7.6.03 has already 
shipped.  They're intended to be the description used during a future event 
(i.e. one that occurs Oct 18-22, 2010).

Thanks for your understanding.

-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 Phil Bautista
Sent: Thursday, August 05, 2010 5:45 PM
To: arslist@ARSLIST.ORG
Subject: WWRUG10 - Technical Session Sneak Peak #3 - User Interface, Reporting, 
FTS, and Developer Studio

**
Here is another sneak peak at some UI improvements, Reporting, Full Text 
Search, and a couple of great topics on the Developer Studio and how to make it 
more useful.  If you haven't already registered, you can still sign up at 
http://www.wwrug10.com

Topic
Richer UI Capabilities in AR System 7.6.03
Abstract
BMC introduced a major upgrade to the user interface capabilities in AR System 
7.5 but did not stop there. AR
System now includes major new features including table field upgrades, drag and 
drop, use of color and images to
show the state of data, new field display types, and more. This session gives 
an overview of these capabilities for
developers to consider how to leverage these for up-to-date user experiences.
Synopsis
This talk is a must for those who want more detail about the specific UI 
enhancements included in the latest release.
It will use an updated "uidemo" application to show how they can be used. 
Topics to be covered include:
* adding / removing table rows in memory
* enhancements to in-line table editing
* drag and drop
* use of color and images within table or tree data
* the rich text editor as a character field display type
* right-alignment
* fly-out style navigation
* AR Skins (for customer branding)

Topic
Life Beyond the Remedy User Tool: Why it's Safe to Leave it Behind
Abstract
Web-based Remedy applications now have the performance and feature set needed 
to make desktop deployment
increasingly unnecessary. Learn about enhancements to the AR System mid-tier 
related to migration the web. Also
we will cover best design practices for "web-first" application design.
Synopsis
This talk will cover various aspects of AR System mid-tier compared with Remedy 
User, including such topics as
performance, security, reporting, license management, saved searches, browser 
support
Also, there will be a summary of "dos and don'ts" for Remedy application 
development aimed at the Web.

Topic
User Interface Design Patterns in AR System
Abstract
The AR System now supports more sophisticated UI capabilities than many 
traditional AR developers know what to
do with. Don't worry - the best way to leverage them is often to apply them in 
ways that users have already come to
expect in other applications. This talk will cover a range of advanced UI 
techniques that are achievable using AR
System today. Whether you call these "design patterns" or simply "best 
practices", this approach helps translate
modern UI requirements AR System constructs.
Synopsis
Anyone interested in upgrading the look and feel of AR System applications to a 
"web 2.0" experience should attend
this talk. It will covers such common UI patterns as the flexible layout, drag 
and drop, progressive disclosure, the
visual catalog, the aggregated page, and more, all in AR System terms. 
Sometimes, just knowing something is
possible can help to make the right early design decisions.

Topic
Ad-Hoc Web Reporting for AR System 7.6.03
Abstract
The ad-hoc reporting capabilities on the web for AR System have been 
dramatically improved. This session will offer
a tour of the new reporting console, easy query builder, drag-drop-based 
designer, ad-hoc charting, preview within
the designer, rich export formats such as PDF and Microsoft Office, and more.
Synopsis
This session gives an overview of the web reporting upgrade in AR System 
7.6.03. It also includes a tour of the
ad-hoc reporting consoles and functions from the end-user point of view, as 
well as from the administrator point of
view.

Topic
Discover the new Full Text Search Infrastructure in AR System version 7.6.
Abstract
AR System 7.6 introduces a new full text search infrastucture. This topic will 
cover new features available for AR
System applications that enhance the search e

Re: The Service Action in an Active Link

[LJ LongWing]

Just to be 100% clear.

 

7.1 introduced Service as an action in AL's and an execute on condition in
Filters

7.5 introduced Service as an action in Filters

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Friday, August 06, 2010 8:24 AM
To: arslist@ARSLIST.ORG
Subject: Re: The Service Action in an Active Link

 

** 

Actually the Service action is there in Filters as well in 7.1 (if it wasn't
then the Active Link action of Service would be useless).

 

Think of Service as a combination of Push action and Window Open action
(Window Open because you map fields to be returned as part of the action
like a Dialog).

 

Here is how I have used the Service action on my system.

  

On a Display Only form I have a button for a user to populate some data.
The button fires an Active Link Service action with Input values mapped to
"push" to the filter and Output values mapped to hold the results.  One of
the values being "pushed" is a flag/code so any service Filters on the form
can know if it applies to them.

 

I have a (could be more than 1) service Filter on the form.  The Filter does
a web service call to retrieve data from an external system and puts the
appropriate values into the fields on the form (these get returned back to
the user as the Output mapping of the Active Link).

 

Fred

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Neely, Leonard
Sent: Friday, August 06, 2010 1:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: The Service Action in an Active Link

 

** 

I'd just like to add, that the Service Action (Active Links) was introduced
in v7.1, so there might be some additional info (or at least described
differently) in those docs.  What is new to v7.5 is the Service Action in
Filters.

 

Leonard

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jason Miller
Sent: Thursday, August 05, 2010 10:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: The Service Action in an Active Link

 

** Hi Chris,

I felt the same way you do when I read the docs regarding the Service
action.  I have dabbled with the Service action a little bit and the doc
left me with some questions also.  I am still not sure I understand its full
power.

The "butt" values you see are most likely in Run If qualifications in
Filters.  Something like 'z1D Action' = "GETDEFAULTCOMPANY".  Then the
filter is triggered on Service and GETDEFAULTCOMPANY is passed to it in the
Service action mapping.

A few uses would be:

*   Now you can really trigger a notification action from an Active Link
instead of having do a Commit Changes or push a record to a form to trigger
a filter.
*   Along the same lines you can now have an AL call a Service filter
with a Set Fields from a Web  Service or Filter API without having to do a
commit to trigger a filter.
*   You can trigger a filter from an AL to to elevate permissions and
perform an action with Admin privileges.  (If not used appropriately this
could also undermine permissions)

In some ways it can clean up some creative coding we had to use in the past.
Such as have a button/AL that sets a value to a DO field, does a Commit
Changes that triggers a filter with low Execution Order looking for that
value in the DO field to perform a Filter only action and then the Filter
has a Go To action which bypasses the remaining filters just to avoid
actually updating the record (Modified Date/Last Modified By).  Now the AL
can just trigger the filter (actually all Service filters related to the
form).

Hope that helps.
Jason

On Thu, Aug 5, 2010 at 9:07 PM, strauss  wrote:

** 

I am trying to reconstruct some of our customizations from ITSM 7.0 on the
ITSM 7.6 system.  One of the things I have run into is a new ARS 7.5
"feature" called a Service action.  The documentation (two whole pages in
the Workflow Objects Guide - pp. 107-108) might mean something to whoever
wrote it, but I have yet to learn what these actions are, how they work, and
how to trigger them just by reading it.  According to ARUtilities, there are
something like 137 active links (and 2 filters) that use this action, so
_somebody_ knows how (and isn't telling).  Many are the exact same name as
the original 7.0 object, but the "set fields from form on a qualification"
action used before has been replaced by these obtuse constructs.

 

In the places in ITSM 7.6 where they were used,  an Input Mapping sets a
value in the hidden z1D Action field, which must trigger something.  The
values are things like "PERFORMCONTACTSEARCHNAME" - some sort of a flag
word, which I cannot find documented ANYWHERE.  Others are
"GETDEFAULTCOMPANY", "BOUNDCOUNT", "PKECOORDSINGLEGRP", etc.  Unless these
are just placeholders that the programmers have pulled out of their butts at
random, I would expect them to correlate to some intelligently designed
action.  My absolute favorite so

Re: MSSQL Virtualization?

[Drew Shuller]

Thanks everyone, and thanks Roy, that is some good info.

Drew
Soto Cano AB

On Thu, Aug 5, 2010 at 7:13 AM, Ashcraft, Roy W CTR USAF AFWA 2
SYOS/SYOO  wrote:
> I'm not sure what they expect to happen. We have been running our dev/test
> systems in a virtual cluster for about 18 months and our operational systems
> for just over a year. If anything, the virtual systems benchmark slightly
> faster than the physical systems (depending on the applications, this ranged
> from 5 to 25% faster on the virtual server compared to a physical server
> running on the same hardware as the virtual system).
>
> Our dev/test cluster is comprised of 4 DL380's, fairly hefty with 32GB of
> RAM. We utilize all of about 2GB of drive space on each server, just for
> VMware ESX Server 4.0 OS. All of the virtual images are on an enterprise
> storage solution connected through fibre channel. We're running 23 virtual
> systems on four physical boxes, including a development Remedy app and web
> server, a test Remedy app and web server, an MSSQL server utilized for about
> a half dozen different application in addition to the Remedy dev/test
> applications. All of the physical boxes are connected to the various network
> segments, allowing the virtual systems to run on any physical host. Even
> with this load, the virtual db and Remedy servers benchmark faster than they
> did on the physical systems. From what I've gathered in digging through
> everything, the reason for this is that the virtual server only need to load
> a handful of drivers rather than the hundreds that are loaded for the
> physical server. The hyper visor virtualizes all of the hardware and this
> frees up the guest OS to run only what is required to function rather than
> having to deal with the myriad various pieces of the hardware.
>
> Use of the virtual cluster has a lot of other advantages besides the cost
> savings for hardware. All of our server have high availability, without any
> of the complexities and foibles requires for clustering. Fault tolerance and
> resource balancing happen automatically. The virtual manager automatically
> restarts failed servers, moves servers between the physical hosts as load
> shifts during the course of the day, automatically generates snapshot images
> on a scheduled basis than can be restored in a matter of minutes, etc. These
> benefits are what drove us to virtualize our operational systems, the faster
> benchmarks were just a nice side effect.
>
> After running with virtualized and non-virtualized servers, I don't see any
> benefit to running a physical system unless you have to for some reason
> specific to the software you are running. Even then, I would probably try it
> in a virtual environment just to make sure the information that I had on why
> it couldn't run there is accurate. (Case in point, I was told repetitively
> that I could not run Win 2k8 in a VMware environment, after I had been
> running a pair of boxes for over six months.)
>
> Thanks,
> Roy
>

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Re: Update Attachments?

[Shellman, David]

Shafqat,

When an attachment is modified, the modified file is local.  In order for the 
modifications to be in the database, one must manually put the file back to the 
attachment field and save the modifications.

Dave


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Shafqat Ayaz
Sent: Friday, July 30, 2010 1:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: Update Attachments?

**
I wonder why not? why can you not download the attachment make changes to it 
and then re-attach it?
thanks


Shafqat Ayaz




--- On Thu, 7/29/10, Blankenship, Mark G  
wrote:

From: Blankenship, Mark G 
Subject: Re: Update Attachments?
To: arslist@ARSLIST.ORG
Date: Thursday, July 29, 2010, 12:24 PM


Basically.. we have a scenario where users might want to use attachments as 
general file storage.  As if they were just in a directory.

They want to be able to open the attachment, make changes and save.

As I remember, I do not think attachments could work this way.



Thanks,



Mark



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Ram Rudra
Sent: Thursday, July 29, 2010 9:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: Update Attachments?



**

Mark,



Can you brief you scenario? So that anyone can help you.



Thanks & Regards,

Rambabu Rudra

System Administrator



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Blankenship, Mark G
Sent: Thursday, July 29, 2010 7:48 PM
To: arslist@ARSLIST.ORG
Subject: Update Attachments?



Listers,



Is it possible to edit and save changes to an attached file?

Or do you have to save/edit/and re-attach?



Thanks,



Mark



Mark Blankenship

Business Analyst

Office of Information Management & Analysis

The University of Texas at Austin

(512)475-7820

m...@austin.utexas.edu





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Re: query on priority change

[Martinez, Marcelo A]

Thanks Mahendra, but I’m trying to run this query on tickets already in the 
system. i.e. All incidents from july 2010.
I was afraid this wasn’t possible.

Marcelo

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Mahendra Mahalkar
Sent: Thursday, August 05, 2010 10:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: query on priority change

**
Marcelo,
The change in priority can be recorded/set in a temp field by using the filter 
having the run if as "TR.Priority != DB.Priority". If this change happen the 
temp field will set to a particular value. Then extract the report based on the 
qualification "temp field = value".

Hope this helps !


Mahendra



It's Mahendra !!![cid:image001.jpg@01CB3549.F76DE410]


On Fri, Aug 6, 2010 at 1:22 AM, Martinez, Marcelo A 
mailto:marc...@cpchem.com>> wrote:
May be an easy question..
I'm trying to run a search, in order to create a report, on incidents in which 
the priority changed. So if a user changed an incident from medium to low, or 
medium to high, etc..  it would show on the query.

Any ideas how this can be accomplished?

ARS7.1
ITSM7.0.03

TIA,
Marcelo

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Re: The Service Action in an Active Link

[Grooms, Frederick W]

Actually the Service action is there in Filters as well in 7.1 (if it wasn't 
then the Active Link action of Service would be useless).

Think of Service as a combination of Push action and Window Open action (Window 
Open because you map fields to be returned as part of the action like a Dialog).

Here is how I have used the Service action on my system.

On a Display Only form I have a button for a user to populate some data.  The 
button fires an Active Link Service action with Input values mapped to "push" 
to the filter and Output values mapped to hold the results.  One of the values 
being "pushed" is a flag/code so any service Filters on the form can know if it 
applies to them.

I have a (could be more than 1) service Filter on the form.  The Filter does a 
web service call to retrieve data from an external system and puts the 
appropriate values into the fields on the form (these get returned back to the 
user as the Output mapping of the Active Link).

Fred

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Neely, Leonard
Sent: Friday, August 06, 2010 1:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: The Service Action in an Active Link

**
I'd just like to add, that the Service Action (Active Links) was introduced in 
v7.1, so there might be some additional info (or at least described 
differently) in those docs.  What is new to v7.5 is the Service Action in 
Filters.

Leonard

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Jason Miller
Sent: Thursday, August 05, 2010 10:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: The Service Action in an Active Link

** Hi Chris,

I felt the same way you do when I read the docs regarding the Service action.  
I have dabbled with the Service action a little bit and the doc left me with 
some questions also.  I am still not sure I understand its full power.

The "butt" values you see are most likely in Run If qualifications in Filters.  
Something like 'z1D Action' = "GETDEFAULTCOMPANY".  Then the filter is 
triggered on Service and GETDEFAULTCOMPANY is passed to it in the Service 
action mapping.

A few uses would be:

 *   Now you can really trigger a notification action from an Active Link 
instead of having do a Commit Changes or push a record to a form to trigger a 
filter.
 *   Along the same lines you can now have an AL call a Service filter with a 
Set Fields from a Web  Service or Filter API without having to do a commit to 
trigger a filter.
 *   You can trigger a filter from an AL to to elevate permissions and perform 
an action with Admin privileges.  (If not used appropriately this could also 
undermine permissions)
In some ways it can clean up some creative coding we had to use in the past.  
Such as have a button/AL that sets a value to a DO field, does a Commit Changes 
that triggers a filter with low Execution Order looking for that value in the 
DO field to perform a Filter only action and then the Filter has a Go To action 
which bypasses the remaining filters just to avoid actually updating the record 
(Modified Date/Last Modified By).  Now the AL can just trigger the filter 
(actually all Service filters related to the form).

Hope that helps.
Jason
On Thu, Aug 5, 2010 at 9:07 PM, strauss 
mailto:stra...@unt.edu>> wrote:
**
I am trying to reconstruct some of our customizations from ITSM 7.0 on the ITSM 
7.6 system.  One of the things I have run into is a new ARS 7.5 "feature" 
called a Service action.  The documentation (two whole pages in the Workflow 
Objects Guide - pp. 107-108) might mean something to whoever wrote it, but I 
have yet to learn what these actions are, how they work, and how to trigger 
them just by reading it.  According to ARUtilities, there are something like 
137 active links (and 2 filters) that use this action, so _somebody_ knows how 
(and isn't telling).  Many are the exact same name as the original 7.0 object, 
but the "set fields from form on a qualification" action used before has been 
replaced by these obtuse constructs.

In the places in ITSM 7.6 where they were used,  an Input Mapping sets a value 
in the hidden z1D Action field, which must trigger something.  The values are 
things like "PERFORMCONTACTSEARCHNAME" - some sort of a flag word, which I 
cannot find documented ANYWHERE.  Others are  "GETDEFAULTCOMPANY", 
"BOUNDCOUNT", "PKECOORDSINGLEGRP", etc.  Unless these are just placeholders 
that the programmers have pulled out of their butts at random, I would expect 
them to correlate to some intelligently designed action.  My absolute favorite 
so far is "GIN" and I think I'll go look for some right now - maybe several 
glasses of it will help me with the BMC documentation.

Any comprehensive explanations out there?  Obviously I have been looking at 
ITSM 7.6 code and table data for way too long...

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

Re: The Service Action in an Active Link

[LJ LongWing]

Chris & Jason,

I liked the idea of Services when 7.1 came out..allowing you to trigger
Filter only workflow with AL's.but I'm SUPER excited about service actions
in Filters..this finally gives me a 'method' based opportunity within
Remedy..almost allowing true OO programming..let me give you an real life
example in my application

 

I have an order (just a record) that needs to have about 30 validations done
on it before I can consider it 'OK' to move from one state to another.we can
consider these business rules.  As anyone who has gone to the Admin classes
knows, you implement business rules via Filter to ensure they are always
enforced, no matter how the update is done..well.the problem of course is
the transaction is kicked off from the client..thus needing to be fired from
a button click.  With Service as a Filter action, I can now have my AL and
my Filter call the same Service, and not need to re-write my code twice, one
set as AL's, another as Filters.I just have my AL call the service and
everything works exactly same as when my Filter calls that same service.

 

Have you ever used WebServices?  You are given a WSDL, it provides inputs
and outputs..you don't know exactly what happens on the other side, in
between, those inputs and outputs, all you care about is the outcome..think
of Service actions in the same way.but you control what happens on the other
side.it reminds me of real OO programming.where you provide your interfaces,
you define what will be the input and output to the method.the consumer of
the method doesn't need to know what goes on inside, just that the
'contract' doesn't change.I think it's a VERY good step to the future.I'm
expecting it to allow me to transform my application in several different
ways that I consider very exciting.J

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jason Miller
Sent: Thursday, August 05, 2010 11:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: The Service Action in an Active Link

 

** Hi Chris,

I felt the same way you do when I read the docs regarding the Service
action.  I have dabbled with the Service action a little bit and the doc
left me with some questions also.  I am still not sure I understand its full
power.

The "butt" values you see are most likely in Run If qualifications in
Filters.  Something like 'z1D Action' = "GETDEFAULTCOMPANY".  Then the
filter is triggered on Service and GETDEFAULTCOMPANY is passed to it in the
Service action mapping.

A few uses would be:

*   Now you can really trigger a notification action from an Active Link
instead of having do a Commit Changes or push a record to a form to trigger
a filter.
*   Along the same lines you can now have an AL call a Service filter
with a Set Fields from a Web  Service or Filter API without having to do a
commit to trigger a filter.
*   You can trigger a filter from an AL to to elevate permissions and
perform an action with Admin privileges.  (If not used appropriately this
could also undermine permissions)

In some ways it can clean up some creative coding we had to use in the past.
Such as have a button/AL that sets a value to a DO field, does a Commit
Changes that triggers a filter with low Execution Order looking for that
value in the DO field to perform a Filter only action and then the Filter
has a Go To action which bypasses the remaining filters just to avoid
actually updating the record (Modified Date/Last Modified By).  Now the AL
can just trigger the filter (actually all Service filters related to the
form).

Hope that helps.
Jason



On Thu, Aug 5, 2010 at 9:07 PM, strauss  wrote:

** 

I am trying to reconstruct some of our customizations from ITSM 7.0 on the
ITSM 7.6 system.  One of the things I have run into is a new ARS 7.5
"feature" called a Service action.  The documentation (two whole pages in
the Workflow Objects Guide - pp. 107-108) might mean something to whoever
wrote it, but I have yet to learn what these actions are, how they work, and
how to trigger them just by reading it.  According to ARUtilities, there are
something like 137 active links (and 2 filters) that use this action, so
_somebody_ knows how (and isn't telling).  Many are the exact same name as
the original 7.0 object, but the "set fields from form on a qualification"
action used before has been replaced by these obtuse constructs.

 

In the places in ITSM 7.6 where they were used,  an Input Mapping sets a
value in the hidden z1D Action field, which must trigger something.  The
values are things like "PERFORMCONTACTSEARCHNAME" - some sort of a flag
word, which I cannot find documented ANYWHERE.  Others are
"GETDEFAULTCOMPANY", "BOUNDCOUNT", "PKECOORDSINGLEGRP", etc.  Unless these
are just placeholders that the programmers have pulled out of their butts at
random, I would expect them to correlate to some intelligently designed
action.  My absolute favorite so far is "GIN" and I think I'll go look for
some right now - maybe several

Re: Email Error 4928

[David Durling]

Mark,

I can't help much, since this sounds like it might be related to email 
instruction templates -


but the message number explanation should be listed in the Error 
Messages Guide for 6.3.


David Durling
Enterprise IT Services
University of Georgia

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Re: Change in the User Tool

[Wilson, Bruce B]

Greg,
Thanks for the heads-up.  I decided to duplicate your scenario 
to see if I could get the same results using base functionality.
My production environment is 7.1.00 patch 007.
My test environment is 7.5 Patch 005.

I created a display-only form.
I added a drop-down field to the form.
I added a table field with a drop-down field column to the form.
I added an active link firing on the table row-change event to do a set-fields 
from the table field column to the drop-down field.
I created above in both environments and found the base 
functionality works correctly in each.

Form what I can conclude, the problem lies in the workflow 
implementation in your environment and not the base functionality.

Bruce Wilson

From: Greg Donalson [mailto:cdonal...@slb.com]
Sent: Thursday, August 05, 2010 10:21 AM
Subject: FYI: Change in the User Tool

**
Hi everyone,

Not sure if this has already been mentioned, but wanted to put this out there 
as an FYI.

 We currently have 7.0.01 Patch 8 User Tool pushed out to all of our users.  
With Windows 7 out and 7.0.01 Patch 8 User Tool not supported for Windows 7, we 
decided to move to User Tool 7.5 Patch 4.  The issue we are running into is 
that in the new User Tool, a Set Fields from a table to a drop-down list 
(selection field) does not work anymore.  Where this is causing an issue is on 
the Help Desk form, the View button on the Task tab.  It does not work anymore. 
 After looking at the active link that sets this field: 
INT:HPDTMS:INC:ViewTaskSetup1, I saw that the Set Fields was not working 
anymore.  So, I looked in version 7.6 and sure enough the workflow has changed. 
 The Set Fields now sets to a temp field.  A second Set Fields sets the 
drop-down list from the temp field.  We have had to change our workflow to 
mimic what is in 7.6 and all is fine now.  I just wanted to give a head's up to 
others that may run into this issue.  This may be documented somewhere, but I 
have not found it.  Why they have taken away the functionality to do a Set 
Fields from a table to a drop-down list field - I am not sure.

Greg
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Using DSO for Archiving

[Karen Doherty]

Good Morning, 



We are reviewing methods for archiving on a 7.1 server (Solaris10, Oracle 10g) 
for a custom application - internal archiving vs DSO.  I have used internal 
archiving in the past and have had no issues with it, but I have not used DSO 
for archving. 



According to a KM article, there is a chance of data loss if you use the 
internal archiving.  Has anyone had the same problem with DSO?  What other 
issues have you experienced? 





Karen

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Re: incidnet count

[Mahendra Mahalkar]

Ramagiri,
Fire the select query like "select * from arschema where name = HPD:Help
Desk"
and reset the next id over there.
*Regards,*
*Mahendra Mahalkar*



On Fri, Aug 6, 2010 at 1:43 PM, Ramagiri wrote:

> **
>
> Hi all,
>
> In our organization , the  remedy server incident number count is
> almost filling.
>
> Please let me know how to increase the incident number count . is
> there any form where I can configure this.
>
> **
>
> **
>
> *RAVI CHANDRA . RAMAGIRI*
> **
>
>
>
> __ Information from ESET NOD32 Antivirus, version of virus
> signature database 5345 (20100805) __
>
> The message was checked by ESET NOD32 Antivirus.
>
> http://www.eset.com
>
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Batch renaming of Workflow

[Jason Miller]

Hi Susan,

We have been using the Dev Studio for over a year now and I love it.  Funny
thing is that thought that DS was giving me an error that it shouldn't so I
tried to modify a filter with the Admin Tool (still got the error) and I
admit there was a certain familiarity and nostalgic feeling.  It felt good
to use the Admin Tool again.  The tool seemed snappier than I remember too.
But I am over it and back to using DS.

Jason

On Thu, Aug 5, 2010 at 9:50 AM, Susan Palmer  wrote:

> **
> Why does everyone (probably a stereotype error) want to go directly to the
> database???
>
> I'll admit I'm struggling a bit to get used to the Dev Studio tool, which
> leaves alot to be desired in the intuitive arena.  I've attended the demos
> and it all seems so easy when someone does it in a session.  Now that I'm
> trying to use it for real, seems clutsy and more work.  But you use a tool
> for the last 15 years that basically hasn't changed that strangeness is to
> be expected and cursed.  A kind of payback for all the changes we force on
> others ... :)
>
> But Remedy gave us a tool to use to make changes, best to use it.
>
> Susan
>
> On Thu, Aug 5, 2010 at 11:35 AM, LJ LongWing wrote:
>
>> Ganga,
>> I would not recommend renaming ANYTHING directly at the DBI would
>> recommend renaming through the Admin/Dev studio...if you are on 7.1+ there
>> is an advanced option to rename with 'find/replace' type technology
>> replace
>> 'abc' with 'def' type of thing
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList)
>> [mailto:arsl...@arslist.org] On Behalf Of Ganga Prasad Pattnaik
>> Sent: Thursday, August 05, 2010 1:12 PM
>> To: arslist@ARSLIST.ORG
>>   Subject: Batch renaming of Workflow
>>
>> Hi All,
>> Some of the workflow were created without following the naming conventions
>> in my system. Now I have the task to rename all those odd WorkFlow
>> according to the naming convention.
>> I am thinking of renaming it in Database ACTLINK table.
>> Before proceeding anyone can think of any side effect of this or any
>> available tool for do it safe?
>>
>>
>> ARS 7.0
>> NO ITSM
>> ORACLE 10g
>>
>> Thanks
>> Ganga Prasad
>> -
>> 9886733435
>>
>>
>> 
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incidnet count

[Ramagiri]

Hi all,

In our organization , the  remedy server incident number count is almost
filling. 
Please let me know how to increase the incident number count . is there
any form where I can configure this.



RAVI CHANDRA . RAMAGIRI



 

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The message was checked by ESET NOD32 Antivirus.

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