Problems with missing ODBC driver after WUT 7.5 installation
Hi ARSLIST, I have installed the Windows User Tool version 7.5 on a Windows Server 2008 64 bit OS - but unfortunately the AR System ODBC Data Source driver is missing, so it is not possible to use ODBC driver from other sources like Excel, SQL etc. Nothing is found in the Windows registry, when I compare the server with a working installation on a separate PC (not server OS and not a 64 bit OS). On the other PC the ODBC driver is found and working fine towards the AR Server using AR System ODBC Data Source driver. So my problem is to find the reason why it is not installed on the server, and if it could be due to the 64 bit OS. I also tried to add the ODBC entries found in Windows registry of the working OS to the 64 bit server OS, but this did not work. On the 64 bit server I am NOT able to find the ODBC driver, but the crystal reports is working fine from the User Tool. I found this information online - but this did not solve the problem either: On a 64-bit Windows system the User Tool installs properly but the ODBC driver is missing: Follow the workaround to install the ODBC driver The ODBC Driver that installs with the newer AR System client is still a 32 bit ODBC Driver - you have to go to C:\Windows\SysWOW64 and right click on odbcad32.exe and run as administrator to be able to configure the ODBC Driver. The paths mentioned above are related to Windows Vista; the base Windows folder on Windows 2003 might have a different name like winnt (i.e. in that case, look for c:\winnt\sysWOW64\odbcad32.exe) Do you have any ideas of what could solve this problem? Thanks in advance for your response. Kind regards Mr. Tee ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Scapa Testing tool? Wondering thoughts and opinions on it ...
Has anyone ever used it and what was your experience with it? Is there another technology out there that anyone on the ARSList would recommend? http://www.scapatech.com/?p=1567 Thanks, Sean ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Notify Action Missing Field Values in Subject
Hello All, We are upgrading to the 7.5 patch 006 BMC AR System Server Platform, in my testing I have noticed something strange with Notify Action Subject lines missing field values. Has anyone seen this happen before? Is this a bug with 7.5? i.e Filter w/ Notify Action Subject: Assigned $Priority$ $ShortID$ $Group$ Text: Assigned - $Priority$ - $ShortID$ - $Group$ Requester: $ReqLastName$, $ReqFirstName$, $ReqLocation$, $ReqPhone$ Customer: $CustLastName$, $CustFirstName$, $CustLocation$, $CustPhone$ Status: $Status$ Summary: $Summary$ Description: $Description$ Result: Subject: Assigned Text: Assigned - Medium - 698 - Group X Requestor: Pierce, Amanda, Location, Phone Customer: Pierce, Amanda, Location, Phone Status: Assigned Summary: This is a test Description: This is a test Thanks in advance for any help! Amanda Pierce ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Upgrade of CMDB 2.1 to BMC Atrium Core 7.5 failing with return code 1003
Thanks Amar, I checked the ar.conf file and found a couple of extra semi-colons following the double-quotes and removed them. Still not luck. Since this plugin path involved ITSM, I simply commented it out and the install worked fine. After the install I removed the comment and restarted the service. Everything seems to be working fine now. Thanks for pointing me in that direction. On Tue, Sep 21, 2010 at 6:55 PM, Amar Nair amn...@bmc.com wrote: It seems like the entry in the ar config file for D:\Program Files\AR System Applications\ ETNMEM2AP17\BMC Service Level Management\bin is missing a double quote at the end. The entry in the ar config file seems to be like the following Plugin-Path: D:\Program Files\AR System Applications\ ETNMEM2AP17\BMC Service Level Management\bin This would need to be changed to the following Plugin-Path: D:\Program Files\AR System Applications\ ETNMEM2AP17\BMC Service Level Management\bin Regards, -Amar Nair ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Atrium Core installation failed 7.6.03
** Hi,When i try to install Atrium Core, i`m getting the error message Web Services infrastructure had failed and Atrium Core Web Services failed.Does anybody know, what is the reason for this malfunction ?CheersTristan _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
Re: Working lists disappearing
Well, I have admin priviledges on my box, my developer tool is local, and I hadn't even logged out and back in when they went away. I'm using 7.5, it doesn't list a patch number. I can upgrade of course, but I think I'm going to keep a separate list of what was in my working list elsewhere as well. It sounds inherently unreliable. Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe Martin D'Souza Sent: Thursday, September 23, 2010 6:08 PM To: arslist@ARSLIST.ORG Subject: Re: Working lists disappearing ** Get into the habit to store the XML file that has the work list information on a flash drive. I do that so even if the network drive that it is stored on crashes, you still can have it with you.. I keep a modified copy of the XML file every time I make a change to the work list.. Never hurts.. Joe From: Pierson, Shawnmailto:shawn.pier...@sug.com Sent: Thursday, September 23, 2010 5:46 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Working lists disappearing ** This happens to me too, but I suspect that it is related to my working lists being stored in a directory that is part of my roaming profile on the network. It causes lots of issues, so I just assumed that the issue with my working lists was related and moved on. It's a shame too, because it would be great to have the same working lists available on any machine I log in to. Thanks, Shawn Pierson Remedy Developer | Southern Union From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne Sent: Thursday, September 23, 2010 3:31 PM To: arslist@ARSLIST.ORG Subject: Working lists disappearing ** I've seen someone had this issue, but no fix was listed. I added a new server to my login list, logged into it, then logged back into server A and all of my working lists were gone! Is this normal behavior? Can you not rely on the working lists to remain? Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ITSM 7.6 Upgrade
Should I leave in or out the cursing? I have documented the necessary steps for our environment in 3 documents (one for ARS, one for Atrium, and one for ITSM-haven't done SLM doc yet). I would probably have to strip them of hostnames and such, but I might be able to get to this today. Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jase Brandon Sent: Wednesday, September 22, 2010 5:46 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.6 Upgrade ** I would LOVE to know the process too. :-) What about customizations? CMDB? Or was this a vanilla upgrade? We are upgrading 7.1 to 7.6 on a dev machine in the morning and I am curious what is going to break/not come over, etc. Thanks, Jase On Wed, Sep 22, 2010 at 8:28 PM, Carin Grobler remedy...@gmail.commailto:remedy...@gmail.com wrote: Anne, Care to share the process Carin ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug10 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ITSM 7.6 Upgrade
Oh, and I'm correcting our customizations now. I've been pleasantly surprised so far at how that's going. I'm going to have to touch most of them, but it doesn't look like anything will have to be completely recoded. I haven't gotten very deep into the Atrium side yet (with respect to customizations). Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jase Brandon Sent: Wednesday, September 22, 2010 5:46 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.6 Upgrade ** I would LOVE to know the process too. :-) What about customizations? CMDB? Or was this a vanilla upgrade? We are upgrading 7.1 to 7.6 on a dev machine in the morning and I am curious what is going to break/not come over, etc. Thanks, Jase On Wed, Sep 22, 2010 at 8:28 PM, Carin Grobler remedy...@gmail.commailto:remedy...@gmail.com wrote: Anne, Care to share the process Carin ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug10 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Problems with missing ODBC driver after WUT 7.5 installation
Hi You can configure ODBC through control panel -- Administrative Tools --Data Sources (ODBC) Regards Rajesh From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tony Overgaard Sent: Friday, September 24, 2010 4:14 PM To: arslist@ARSLIST.ORG Subject: Problems with missing ODBC driver after WUT 7.5 installation Hi ARSLIST, I have installed the Windows User Tool version 7.5 on a Windows Server 2008 64 bit OS - but unfortunately the AR System ODBC Data Source driver is missing, so it is not possible to use ODBC driver from other sources like Excel, SQL etc. Nothing is found in the Windows registry, when I compare the server with a working installation on a separate PC (not server OS and not a 64 bit OS). On the other PC the ODBC driver is found and working fine towards the AR Server using AR System ODBC Data Source driver. So my problem is to find the reason why it is not installed on the server, and if it could be due to the 64 bit OS. I also tried to add the ODBC entries found in Windows registry of the working OS to the 64 bit server OS, but this did not work. On the 64 bit server I am NOT able to find the ODBC driver, but the crystal reports is working fine from the User Tool. I found this information online - but this did not solve the problem either: On a 64-bit Windows system the User Tool installs properly but the ODBC driver is missing: Follow the workaround to install the ODBC driver The ODBC Driver that installs with the newer AR System client is still a 32 bit ODBC Driver - you have to go to C:\Windows\SysWOW64 and right click on odbcad32.exe and run as administrator to be able to configure the ODBC Driver. The paths mentioned above are related to Windows Vista; the base Windows folder on Windows 2003 might have a different name like winnt (i.e. in that case, look for c:\winnt\sysWOW64\odbcad32.exe) Do you have any ideas of what could solve this problem? Thanks in advance for your response. Kind regards Mr. Tee _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ Important notice: This e-mail and any attachment there to contains corporate proprietary information. If you have received it by mistake, please notify us immediately by reply e-mail and delete this e-mail and its attachments from your system. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Working lists disappearing
Anne, If it doesn't list the patch number, it is probably the first shipping version of 7.5. That version had lots of bugs, although I do think the Working List did work.. I have seen a lot of problems of the previous versions resolved by Patch 6. I am pretty sure it may have introduced new problems but I'd suggest go with the latest and the greatest. Joe From: Ramey, Anne Sent: Friday, September 24, 2010 9:07 AM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Working lists disappearing ** Well, I have admin priviledges on my box, my developer tool is local, and I hadn't even logged out and back in when they went away. I'm using 7.5, it doesn't list a patch number. I can upgrade of course, but I think I'm going to keep a separate list of what was in my working list elsewhere as well. It sounds inherently unreliable. Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe Martin D'Souza Sent: Thursday, September 23, 2010 6:08 PM To: arslist@ARSLIST.ORG Subject: Re: Working lists disappearing ** Get into the habit to store the XML file that has the work list information on a flash drive. I do that so even if the network drive that it is stored on crashes, you still can have it with you.. I keep a modified copy of the XML file every time I make a change to the work list.. Never hurts.. Joe From: Pierson, Shawn Sent: Thursday, September 23, 2010 5:46 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Working lists disappearing ** This happens to me too, but I suspect that it is related to my working lists being stored in a directory that is part of my roaming profile on the network. It causes lots of issues, so I just assumed that the issue with my working lists was related and moved on. It's a shame too, because it would be great to have the same working lists available on any machine I log in to. Thanks, Shawn Pierson Remedy Developer | Southern Union From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne Sent: Thursday, September 23, 2010 3:31 PM To: arslist@ARSLIST.ORG Subject: Working lists disappearing ** I've seen someone had this issue, but no fix was listed. I added a new server to my login list, logged into it, then logged back into server A and all of my working lists were gone! Is this normal behavior? Can you not rely on the working lists to remain? Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Weekly report using Runmacro
Howard, Out of curiosity, what was your qualification? Maybe the way the qualification was written might have made the ARS return the whole set of records? Joe -- From: Howard how...@homesteadbound.com Sent: Thursday, September 23, 2010 11:30 PM To: arsl...@listserv.rbugs.com; Joe DeSouza jdso...@shyle.net Cc: Howard Cheung how...@homesteadbound.com Subject: Re: Weekly report using Runmacro Hi Joe, Yes, that would be a workaround but I plan on creating several different reports using this method and it would be better if I could get this to work. I also tried using the -q flag to set the qualification but wasn't able to get it working this way either. Did anybody else experienced this before? Any suggestions would be greatly appreciated. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Weekly report using Runmacro
We are doing the same thing like running report every for night etc as per the
requirement
We create a macro and made it run through windows scheduler
Its written something like this
D:
cd D:\Program Files\AR System
runmacro -x serveranme -h C:\Documents and Settings\Administrator\Application
Data\AR System\Home\ARCmds -e macroname -U username -P password
D:
cd the path where you need to store the result
for /f Tokens=1-4 Delims=/ %%i in ('date /t') do set dt=%%k%%j%%l
for /f Tokens=1 %%i in ('time /t') do set tm=-%%i
set tm=%tm::=.%
set dtt=%dt%%tm%
exit
hope this can help you
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Howard
Sent: Friday, September 24, 2010 5:27 AM
To: arslist@ARSLIST.ORG
Subject: Weekly report using Runmacro
I am trying to generate a weekly report in a CSV format and want to use
the server runmacro utility to accomplish this. When I try to run the
following in the command line:
/u01/app/bmc/v55/bin/runmacro -d /u01/app/bmc/ -o /u01/app/bmc/macro -x
testserver -e testmacro -U user -P password -f formName -t csv
I do get a CSV file as the output, however, the file contains all the
records from the formName and it doesn't take the qualification in
my testmacro into consideration. Does anybody know why?
Also, how would I apply the .arr style to the command or does it just
know because the file is located in the same directory as the macro?
___
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Important notice: This e-mail and any attachment there to contains corporate
proprietary information. If you have received it by mistake, please notify us
immediately by reply e-mail and delete this e-mail and its attachments from
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Thank You.
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Re: ITSM 7.6 Upgrade
The recoding only comes in when they completely revised the plumbing - like the CTM:People Search function, or the Progress Flow Bar on Incident. We have actually upgraded all test (and soon the pre-production environment) to 7.6.03, since they completely revised what views are on what forms and what code calls them in HPD:Help Desk and its dialog form, and CHG:Infrastructure Change and its dialog form; yes - they changed them significantly from 7.0 to 7.6, and changed them yet again in 7.6.03, and I only want to have to fix them once. The other driver was that we needed the User Tool to actually work reliably in Windows 7 Enterprise x64, and none of the 7.5 ones do through patch 6 (and NOBODY installs 32-bit Windows 7, so that argument from BMC support is just plain lame). The biggest and most radical change is Remedy Knowledge Management 7.6.03... it installs on the AR server, not a web server (and no, they didn't point that out in the Install docs), and is now just another ARS app. That would have been good except that the damn thing no longer works in the User Tool properly (at least 7.2 could do that), and it also requires FTS on the server (which we have never installed since it was not licensed, until the RKM installer choked and died on the error). Our helpdesk is going to have to find a way to do their normal work in the User Tool (the mid-tier is hopeless in their opinion for having multiple tickets open at once), and still have to open a mid-tier session to access the RKM content. Besides the fact that licensing traps may actually prevent doing this on the same workstation, they may think it is too clumsy a way to work, so the whole 7.6.03 upgrade could get vetoed over the new problems in RKM. BMC isn't making any transition to any new version of their products easy... to many potholes in each road. We don't know yet (and neither does support) if the new RKM can properly index the RightAnswers content we have loaded on our 7.2 server; that could also be a show stopper. It took the new 64-bit arserver.exe well over an hour to index just a part of it at 30% CPU (yes, RKM is one more process like reconciliation to chew up CPU cycles on the AR Server), but it was not indexed in a useful manner. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne Sent: Friday, September 24, 2010 9:45 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.6 Upgrade ** Oh, and I'm correcting our customizations now. I've been pleasantly surprised so far at how that's going. I'm going to have to touch most of them, but it doesn't look like anything will have to be completely recoded. I haven't gotten very deep into the Atrium side yet (with respect to customizations). Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jase Brandon Sent: Wednesday, September 22, 2010 5:46 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.6 Upgrade ** I would LOVE to know the process too. :-) What about customizations? CMDB? Or was this a vanilla upgrade? We are upgrading 7.1 to 7.6 on a dev machine in the morning and I am curious what is going to break/not come over, etc. Thanks, Jase On Wed, Sep 22, 2010 at 8:28 PM, Carin Grobler remedy...@gmail.commailto:remedy...@gmail.com wrote: Anne, Care to share the process Carin ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug10 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
SV: Problems with missing ODBC driver after WUT 7.5 installation
Hi Rajesh and ARSLIST, Thank you for input from everyone. Could it be because the BMC compatibility matrix does not support User Tool 7.5 with Windows Server 2008 in 64 bit mode, that ODBC is not working. How do I configure AR ODBC driver from control panel Administrative Tools Data Sources (ODBC) - I mean how can I get a separate AR ODBC driver from BMC to configure here, if I do not get it from the User Tool installation, can this driver be downloaded from somewhere else? Thanks in advance. Kind regards Mr. Tee Fra: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] På vegne af Nair, Rajesh IN BOM SISL Sendt: 24. september 2010 16:45 Til: arslist@ARSLIST.ORG Emne: Re: Problems with missing ODBC driver after WUT 7.5 installation ** Hi You can configure ODBC through control panel à Administrative Tools àData Sources (ODBC) Regards Rajesh From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tony Overgaard Sent: Friday, September 24, 2010 4:14 PM To: arslist@ARSLIST.ORG Subject: Problems with missing ODBC driver after WUT 7.5 installation Hi ARSLIST, I have installed the Windows User Tool version 7.5 on a Windows Server 2008 64 bit OS - but unfortunately the AR System ODBC Data Source driver is missing, so it is not possible to use ODBC driver from other sources like Excel, SQL etc. Nothing is found in the Windows registry, when I compare the server with a working installation on a separate PC (not server OS and not a 64 bit OS). On the other PC the ODBC driver is found and working fine towards the AR Server using AR System ODBC Data Source driver. So my problem is to find the reason why it is not installed on the server, and if it could be due to the 64 bit OS. I also tried to add the ODBC entries found in Windows registry of the working OS to the 64 bit server OS, but this did not work. On the 64 bit server I am NOT able to find the ODBC driver, but the crystal reports is working fine from the User Tool. I found this information online - but this did not solve the problem either: On a 64-bit Windows system the User Tool installs properly but the ODBC driver is missing: Follow the workaround to install the ODBC driver The ODBC Driver that installs with the newer AR System client is still a 32 bit ODBC Driver - you have to go to C:\Windows\SysWOW64 and right click on odbcad32.exe and run as administrator to be able to configure the ODBC Driver. The paths mentioned above are related to Windows Vista; the base Windows folder on Windows 2003 might have a different name like winnt (i.e. in that case, look for c:\winnt\sysWOW64\odbcad32.exe) Do you have any ideas of what could solve this problem? Thanks in advance for your response. Kind regards Mr. Tee _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ Important notice: This e-mail and any attachment there to contains corporate proprietary information. If you have received it by mistake, please notify us immediately by reply e-mail and delete this e-mail and its attachments from your system. Thank You. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ITSM 7.6 Upgrade
Anne, I'd like to know the process too. Thanks, Eric On Fri, 24 Sep 2010 10:44:35 -0400, Ramey, Anne anne.ra...@nc.gov wrote: Oh, and I'm correcting our customizations now. I've been pleasantly surprised so far at how that's going. I'm going to have to touch most of them, but it doesn't look like anything will have to be completely recoded. I haven't gotten very deep into the Atrium side yet (with respect to customizations). Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jase Brandon Sent: Wednesday, September 22, 2010 5:46 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.6 Upgrade ** I would LOVE to know the process too. :-) What about customizations? CMDB? Or was this a vanilla upgrade? We are upgrading 7.1 to 7.6 on a dev machine in the morning and I am curious what is going to break/not come over, etc. Thanks, Jase On Wed, Sep 22, 2010 at 8:28 PM, Carin Grobler remedy...@gmail.commailto:remedy...@gmail.com wrote: Anne, Care to share the process Carin __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug10 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Incident Management Remedy_Login_ID
Hello, We are in the process of automating the maintenance of our People records for Remedy. Here's our issue - When we try to create a record for a new person, the Workflow will not create the Remedy_Login_ID at the same time we do our initial Push. We use the CorporateID field for all records, and is a part of the Qualification'Corporate ID' = $OPSYS..SearchID$. On the Record does not match condition, we set the following fields and then do the push. If we include the Remedy_Login_ID, the push fails with no explanation. 1)Unrestricted Access 2)Default Country 3)Site ID 4)Phone Number Bussiness 5)Corporate ID 6)Corporate E-Mail 7)Internet E-Mail 8)Desk Location 9)Local Bussiness 10) Area Business 11) CC Business 12) Client Sensitivity 13) Support Staff 14) Job Title 15) Client Type 16) First name 17) Last name 18) Organization 19) Company 20) Site 21) Department 22) Full Text License type 23) Short description 24) Profile Status 25) Submitter Similarly, during Updates of existing records, we cannot update People Records that do not contain the Remedy_Login_ID Any ideas? Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Incident Management Remedy_Login_ID
I remember running into this when I was upgrading to ITSM 7 (and from the field list you provide I'm assuming you're using ITSM7). As I recall the userid doing the updating of people records needs to belong to the permission group that allows modifying the 'Remedy_Login_ID'. I just don't recall which one that is. I'm pretty sure it's either 'Contact Organization Admin', 'Contact People Admin', or 'Contact Support Admin'. Thanks, Ron Legters ITIL Tools Process Admin From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jorge Polo Sent: Friday, September 24, 2010 9:22 AM To: arslist@ARSLIST.ORG Subject: Incident Management Remedy_Login_ID ** Hello, We are in the process of automating the maintenance of our People records for Remedy. Here's our issue - When we try to create a record for a new person, the Workflow will not create the Remedy_Login_ID at the same time we do our initial Push. We use the CorporateID field for all records, and is a part of the Qualification'Corporate ID' = $OPSYS..SearchID$. On the Record does not match condition, we set the following fields and then do the push. If we include the Remedy_Login_ID, the push fails with no explanation. 1)Unrestricted Access 2)Default Country 3)Site ID 4)Phone Number Bussiness 5)Corporate ID 6)Corporate E-Mail 7)Internet E-Mail 8)Desk Location 9)Local Bussiness 10) Area Business 11) CC Business 12) Client Sensitivity 13) Support Staff 14) Job Title 15) Client Type 16) First name 17) Last name 18) Organization 19) Company 20) Site 21) Department 22) Full Text License type 23) Short description 24) Profile Status 25) Submitter Similarly, during Updates of existing records, we cannot update People Records that do not contain the Remedy_Login_ID Any ideas? Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Risk Calculation in ITSM Change Management 7.0
We're making some changes to our Change Management process, and part of that is requiring the use of the Risk Calculator for Change Requests. The problem is, the team has decided that the calculations should result in 'Minor, Medium, or Major' risk rather than the OOTB 1,2,3,4, or 5. So far, we've configured 10 questions, and I've set the three responses for each to give a result of 1, 3 or 5. I've changed the 'Risk Level' selection field so that 1 is now labeled Minor (0 in the db), 3 (2 in the db) is Medium and 5 (4 in the db) is Major. This leaves the problem of what to do when the calculated result would result in a level of 2 or 4. I found the 'Change Risk Ranges' form, and it looks like I should be able to use this form to specify that when the calculated result is, say, 2.25 round up to 3 rather than 2, or for 3.75 round up to 5 rather than 4. It doesn't seem to be working this way. Am I going about this the wrong way? It occurred to me that it might be easier to just change the labels for 2 and 4 Minor and Medium (or something) and just let it go. Ron Legters ITIL Tools and Process Administrator UNIVAR Business Information Services 17425 NE Union Hill Road Redmond, WA 98052 USA +1 425-889-3952 Work ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Incident Management Remedy_Login_ID
The userid is AR_ESCALATOR.. I have an escalation that trigger filters to do the updates and adds Our server version is 7.5. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ron Legters Sent: Friday, September 24, 2010 12:58 PM To: arslist@ARSLIST.ORG Subject: Re: Incident Management Remedy_Login_ID ** I remember running into this when I was upgrading to ITSM 7 (and from the field list you provide I'm assuming you're using ITSM7). As I recall the userid doing the updating of people records needs to belong to the permission group that allows modifying the 'Remedy_Login_ID'. I just don't recall which one that is. I'm pretty sure it's either 'Contact Organization Admin', 'Contact People Admin', or 'Contact Support Admin'. Thanks, Ron Legters ITIL Tools Process Admin From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jorge Polo Sent: Friday, September 24, 2010 9:22 AM To: arslist@ARSLIST.ORG Subject: Incident Management Remedy_Login_ID ** Hello, We are in the process of automating the maintenance of our People records for Remedy. Here's our issue - When we try to create a record for a new person, the Workflow will not create the Remedy_Login_ID at the same time we do our initial Push. We use the CorporateID field for all records, and is a part of the Qualification'Corporate ID' = $OPSYS..SearchID$. On the Record does not match condition, we set the following fields and then do the push. If we include the Remedy_Login_ID, the push fails with no explanation. 1)Unrestricted Access 2)Default Country 3)Site ID 4)Phone Number Bussiness 5)Corporate ID 6)Corporate E-Mail 7)Internet E-Mail 8)Desk Location 9)Local Bussiness 10) Area Business 11) CC Business 12) Client Sensitivity 13) Support Staff 14) Job Title 15) Client Type 16) First name 17) Last name 18) Organization 19) Company 20) Site 21) Department 22) Full Text License type 23) Short description 24) Profile Status 25) Submitter Similarly, during Updates of existing records, we cannot update People Records that do not contain the Remedy_Login_ID Any ideas? Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Defining holidays in Business Time Segment
I don't recall that the application allowed me to update existing time segment records; I remember having to delete one and re-create it, so I don't think you are forgetting something. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Martin, Dwayne - martinrd Sent: Friday, September 24, 2010 12:00 PM To: arslist@ARSLIST.ORG Subject: Defining holidays in Business Time Segment ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Problems with missing ODBC driver after WUT 7.5 installation
Do you have to use the 7.5 user tool or can you use the 7.6.03 user tool? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tony Overgaard Sent: Friday, September 24, 2010 11:17 AM To: arslist@ARSLIST.ORG Subject: SV: Problems with missing ODBC driver after WUT 7.5 installation ** Hi Rajesh and ARSLIST, Thank you for input from everyone. Could it be because the BMC compatibility matrix does not support User Tool 7.5 with Windows Server 2008 in 64 bit mode, that ODBC is not working. How do I configure AR ODBC driver from control panel Administrative Tools Data Sources (ODBC) – I mean how can I get a separate AR ODBC driver from BMC to configure here, if I do not get it from the User Tool installation, can this driver be downloaded from somewhere else? Thanks in advance. Kind regards Mr. Tee -Original Message- Fra: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] På vegne af Nair, Rajesh IN BOM SISL Sendt: 24. september 2010 16:45 Til: arslist@ARSLIST.ORG Emne: Re: Problems with missing ODBC driver after WUT 7.5 installation ** Hi You can configure ODBC through control panel → Administrative Tools →Data Sources (ODBC) Regards Rajesh -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tony Overgaard Sent: Friday, September 24, 2010 4:14 PM To: arslist@ARSLIST.ORG Subject: Problems with missing ODBC driver after WUT 7.5 installation Hi ARSLIST, I have installed the Windows User Tool version 7.5 on a Windows Server 2008 64 bit OS – but unfortunately the AR System ODBC Data Source driver is missing, so it is not possible to use ODBC driver from other sources like Excel, SQL etc. Nothing is found in the Windows registry, when I compare the server with a working installation on a separate PC (not server OS and not a 64 bit OS). On the other PC the ODBC driver is found and working fine towards the AR Server using AR System ODBC Data Source driver. So my problem is to find the reason why it is not installed on the server, and if it could be due to the 64 bit OS. I also tried to add the ODBC entries found in Windows registry of the working OS to the 64 bit server OS, but this did not work. On the 64 bit server I am NOT able to find the ODBC driver, but the crystal reports is working fine from the User Tool. I found this information online – but this did not solve the problem either: On a 64-bit Windows system the User Tool installs properly but the ODBC driver is missing: Follow the workaround to install the ODBC driver The ODBC Driver that installs with the newer AR System client is still a 32 bit ODBC Driver - you have to go to C:\Windows\SysWOW64 and right click on odbcad32.exe and run as administrator to be able to configure the ODBC Driver. The paths mentioned above are related to Windows Vista; the base Windows folder on Windows 2003 might have a different name like winnt (i.e. in that case, look for c:\winnt\sysWOW64\odbcad32.exe) Do you have any ideas of what could solve this problem? Thanks in advance for your response. Kind regards Mr. Tee
Re: Incident Management Remedy_Login_ID
So what I did is create a People record with the login ID of 'AR_ESCALATOR' and gave it the three Contact permissions. There may be a better way, but this worked for me. Thanks, Ron Legters ITIL Tools Process Admin From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jorge Polo Sent: Friday, September 24, 2010 10:15 AM To: arslist@ARSLIST.ORG Subject: Re: Incident Management Remedy_Login_ID ** The userid is AR_ESCALATOR.. I have an escalation that trigger filters to do the updates and adds Our server version is 7.5. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ron Legters Sent: Friday, September 24, 2010 12:58 PM To: arslist@ARSLIST.ORG Subject: Re: Incident Management Remedy_Login_ID ** I remember running into this when I was upgrading to ITSM 7 (and from the field list you provide I'm assuming you're using ITSM7). As I recall the userid doing the updating of people records needs to belong to the permission group that allows modifying the 'Remedy_Login_ID'. I just don't recall which one that is. I'm pretty sure it's either 'Contact Organization Admin', 'Contact People Admin', or 'Contact Support Admin'. Thanks, Ron Legters ITIL Tools Process Admin From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jorge Polo Sent: Friday, September 24, 2010 9:22 AM To: arslist@ARSLIST.ORG Subject: Incident Management Remedy_Login_ID ** Hello, We are in the process of automating the maintenance of our People records for Remedy. Here's our issue - When we try to create a record for a new person, the Workflow will not create the Remedy_Login_ID at the same time we do our initial Push. We use the CorporateID field for all records, and is a part of the Qualification'Corporate ID' = $OPSYS..SearchID$. On the Record does not match condition, we set the following fields and then do the push. If we include the Remedy_Login_ID, the push fails with no explanation. 1)Unrestricted Access 2)Default Country 3)Site ID 4)Phone Number Bussiness 5)Corporate ID 6)Corporate E-Mail 7)Internet E-Mail 8)Desk Location 9)Local Bussiness 10) Area Business 11) CC Business 12) Client Sensitivity 13) Support Staff 14) Job Title 15) Client Type 16) First name 17) Last name 18) Organization 19) Company 20) Site 21) Department 22) Full Text License type 23) Short description 24) Profile Status 25) Submitter Similarly, during Updates of existing records, we cannot update People Records that do not contain the Remedy_Login_ID Any ideas? Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Atrium Core installation failed 7.6.03
Hi Tristan, This means that there was a previous attempt of Webservices Infrastructure and Atrium Webservices install made, which had failed. The installer is recommending you to remove the old webservices prior to running the 7.6.03 install. Best bet would be to work with BMC support to get this resolved. Regards, -Amar Nair ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Working lists disappearing
We are using ARS 7.5 Patch 6 and BMC Remedy Developer Studio Version: 7.5.00 Patch 003. We don't have issues with working lists. Thanks, Wirasat From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe Martin D'Souza Sent: Friday, September 24, 2010 10:58 AM To: arslist@ARSLIST.ORG Subject: Re: Working lists disappearing ** Anne, If it doesn't list the patch number, it is probably the first shipping version of 7.5. That version had lots of bugs, although I do think the Working List did work.. I have seen a lot of problems of the previous versions resolved by Patch 6. I am pretty sure it may have introduced new problems but I'd suggest go with the latest and the greatest. Joe From: Ramey, Annemailto:anne.ra...@nc.gov Sent: Friday, September 24, 2010 9:07 AM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Working lists disappearing ** Well, I have admin priviledges on my box, my developer tool is local, and I hadn't even logged out and back in when they went away. I'm using 7.5, it doesn't list a patch number. I can upgrade of course, but I think I'm going to keep a separate list of what was in my working list elsewhere as well. It sounds inherently unreliable. Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe Martin D'Souza Sent: Thursday, September 23, 2010 6:08 PM To: arslist@ARSLIST.ORG Subject: Re: Working lists disappearing ** Get into the habit to store the XML file that has the work list information on a flash drive. I do that so even if the network drive that it is stored on crashes, you still can have it with you.. I keep a modified copy of the XML file every time I make a change to the work list.. Never hurts.. Joe From: Pierson, Shawnmailto:shawn.pier...@sug.com Sent: Thursday, September 23, 2010 5:46 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Working lists disappearing ** This happens to me too, but I suspect that it is related to my working lists being stored in a directory that is part of my roaming profile on the network. It causes lots of issues, so I just assumed that the issue with my working lists was related and moved on. It's a shame too, because it would be great to have the same working lists available on any machine I log in to. Thanks, Shawn Pierson Remedy Developer | Southern Union From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne Sent: Thursday, September 23, 2010 3:31 PM To: arslist@ARSLIST.ORG Subject: Working lists disappearing ** I've seen someone had this issue, but no fix was listed. I added a new server to my login list, logged into it, then logged back into server A and all of my working lists were gone! Is this normal behavior? Can you not rely on the working lists to remain? Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Working lists disappearing
Be sure to quit, and restart the developer studio before logging into server B (after been logged into server A). A relogin does wipe the working lists. -- J 2010/9/23 Ramey, Anne anne.ra...@nc.gov: ** I’ve seen someone had this issue, but no “fix” was listed. I added a new server to my login list, logged into it, then logged back into server A and all of my working lists were gone! Is this normal behavior? Can you not rely on the working lists to remain? Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
improper behavior for query 'DateField' ($DATE$ + (30 * 86400))
ARS Version 7.5 patch 003. SunOS 5.10. Oracle ver 10.2.0.3.0 I've got a form with a date field on it. Note that that's a date field (which at the database level stores a juilian value, like 2455463), and not a date/time field (which stores an epoch value, like 1285214400) Now, if I try to do a query like 'DateField' $DATE$ or 'DateField' $TIMESTAMP$, that works fine. If, however, I try to do a query like 'DateField' ($DATE$ + (30 * 86400)), which *should* mean return all records where the date in the field is no later than 30 days from now, I get incorrect results. I get all records with non-null values, whether or not the date is before or after 30 days from now. I tried all 4 sensible variations of the query, employing combinations using $TIMESTAMP$ or $DATE$ and (30 * 86400) or (30) with the same results. If I hardcode the date, i.e. 'DateField' (8/1/2011 + (30)), only then are the results correct. Looking at the SQL log, it would appear that any attempt to perform a query using a date calculation involving a keyword is translated into an SQL statement that uses an epoch value, regardless of the fact that the field that the comparison is being made against is a julian date, thus the incorrect results. This appears to be true with queries in the user tool advanced search bar as well as in qualifications on filters and escalations. I need to be able to have an escalation that has a qualification along the lines of 'DateField' ($DATE$ + 30). The obvious solution is to replace the date field with a date/time field, but for a variety of reasons, I would like that to be my last resort. Anybody know how to make the qualification behave properly? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: improper behavior for query 'DateField' ($DATE$ + (30 * 86400))
Shouldn't the qualification be 'DateField' ($DATE$ + 30) I have seen that problem where $DATE$ value gets assigned a epoch value instead of Julian. I haven't really bothered to find out if that's a bug or as designed as I didn't really have a show stopper when I had that problem.. In your case you do. So why don't you use this as a workaround.. Set $DATE$ to a character field.. This would set it to the correct string without the time part of it.. Then use this string and construct the qualification in another character field and use the EXTERNAL keyword and this field where the qualification is to run your escalation.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of ARS Bob Sent: Friday, September 24, 2010 2:37 PM To: arslist@ARSLIST.ORG Subject: improper behavior for query 'DateField' ($DATE$ + (30 *86400)) ARS Version 7.5 patch 003. SunOS 5.10. Oracle ver 10.2.0.3.0 I've got a form with a date field on it. Note that that's a date field (which at the database level stores a juilian value, like 2455463), and not a date/time field (which stores an epoch value, like 1285214400) Now, if I try to do a query like 'DateField' $DATE$ or 'DateField' $TIMESTAMP$, that works fine. If, however, I try to do a query like 'DateField' ($DATE$ + (30 * 86400)), which *should* mean return all records where the date in the field is no later than 30 days from now, I get incorrect results. I get all records with non-null values, whether or not the date is before or after 30 days from now. I tried all 4 sensible variations of the query, employing combinations using $TIMESTAMP$ or $DATE$ and (30 * 86400) or (30) with the same results. If I hardcode the date, i.e. 'DateField' (8/1/2011 + (30)), only then are the results correct. Looking at the SQL log, it would appear that any attempt to perform a query using a date calculation involving a keyword is translated into an SQL statement that uses an epoch value, regardless of the fact that the field that the comparison is being made against is a julian date, thus the incorrect results. This appears to be true with queries in the user tool advanced search bar as well as in qualifications on filters and escalations. I need to be able to have an escalation that has a qualification along the lines of 'DateField' ($DATE$ + 30). The obvious solution is to replace the date field with a date/time field, but for a variety of reasons, I would like that to be my last resort. Anybody know how to make the qualification behave properly? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Incident Management Remedy_Login_ID
I really appreciate you for your help. have a great weekend ! From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ron Legters Sent: Friday, September 24, 2010 1:23 PM To: arslist@ARSLIST.ORG Subject: Re: Incident Management Remedy_Login_ID ** So what I did is create a People record with the login ID of 'AR_ESCALATOR' and gave it the three Contact permissions. There may be a better way, but this worked for me. Thanks, Ron Legters ITIL Tools Process Admin From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jorge Polo Sent: Friday, September 24, 2010 10:15 AM To: arslist@ARSLIST.ORG Subject: Re: Incident Management Remedy_Login_ID ** The userid is AR_ESCALATOR.. I have an escalation that trigger filters to do the updates and adds Our server version is 7.5. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ron Legters Sent: Friday, September 24, 2010 12:58 PM To: arslist@ARSLIST.ORG Subject: Re: Incident Management Remedy_Login_ID ** I remember running into this when I was upgrading to ITSM 7 (and from the field list you provide I'm assuming you're using ITSM7). As I recall the userid doing the updating of people records needs to belong to the permission group that allows modifying the 'Remedy_Login_ID'. I just don't recall which one that is. I'm pretty sure it's either 'Contact Organization Admin', 'Contact People Admin', or 'Contact Support Admin'. Thanks, Ron Legters ITIL Tools Process Admin From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jorge Polo Sent: Friday, September 24, 2010 9:22 AM To: arslist@ARSLIST.ORG Subject: Incident Management Remedy_Login_ID ** Hello, We are in the process of automating the maintenance of our People records for Remedy. Here's our issue - When we try to create a record for a new person, the Workflow will not create the Remedy_Login_ID at the same time we do our initial Push. We use the CorporateID field for all records, and is a part of the Qualification'Corporate ID' = $OPSYS..SearchID$. On the Record does not match condition, we set the following fields and then do the push. If we include the Remedy_Login_ID, the push fails with no explanation. 1)Unrestricted Access 2)Default Country 3)Site ID 4)Phone Number Bussiness 5)Corporate ID 6)Corporate E-Mail 7)Internet E-Mail 8)Desk Location 9)Local Bussiness 10) Area Business 11) CC Business 12) Client Sensitivity 13) Support Staff 14) Job Title 15) Client Type 16) First name 17) Last name 18) Organization 19) Company 20) Site 21) Department 22) Full Text License type 23) Short description 24) Profile Status 25) Submitter Similarly, during Updates of existing records, we cannot update People Records that do not contain the Remedy_Login_ID Any ideas? Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Modeling, Relationships, and ProactiveNet
Greetings List! We're trying to decide the best way for modeling applications and relationships. My manager has been trying to get questions answered by BMC for some time now, but isn't getting very far. Background: We are starting from scratch here - This is a new installation using AR 7.5 patch 4 and CMDB 7.6 patch 1, and ADDM 8.2, all running on Redhat RHEL 5. Ultimately, two of the components we'd like to use SIM and ProactiveNet - SIM for service impact management, and ProactiveNet for predictive analytics, and probable cause analysis. Initially, we have two questions: Question #1. My manager was told that SIM and ProactiveNet could be used to create application models, and relationships within the CMDB. I've not heard that before in any of the classes I've attended. (The options I've read/learned about are either doing application modeling and defining relationships within ADDM using TPL -before- the discovered data is exported to BMC.ADDM, or by using Atrium Core Console after the discovered data has been exported to BMC.ADDM, but before promoting it into BMC.ASSET. What is the consensus for the best way to go about this, and is it a true statement that SIM or ProactiveNet can create these models and relationships, or are they mere consumers? Question #2. Are there any of you who are actually using ProactiveNet or SIM in your production environment? Thanks, and happy Friday to you all! Sam -- Sam Morris Service Assurance Union Pacific Railroad, Omaha NE 402-544-2443 (Office) 402-490-8775 (Cellular) email: sam \at/ up dot com ** This message and any attachments contain information from Union Pacific which may be confidential and/or privileged. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this message is strictly prohibited by law. If you receive this message in error, please contact the sender immediately and delete the message and any attachments. ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Incoming email for two ARS mailboxes often only shows up in one mailbox
Another recent post of mine turned out to not be an ARS issue. I wonder if this is - We use several Incoming mailboxes on AR System to route mail to the proper forms and groups using filters other workflow (not templates). Suppose someone sends an email To: supp...@... Cc: admissi...@... which should create a separate Remedy request for each unit. Often, only one of the units will have a request created. (An AR System Email Messages record is only created for one of the mailboxes - not both.) The problem is not consistent: In my example, sometimes support would get the request, sometimes admissions, sometimes both. When I tested a while back, it seemed that if support and admissions used the SAME ARS mailbox, an AR System Email Messages record would consistently be created for each. But if that's true, it would take a bit of work for me to move all incoming mail to share one ARS mailbox. Is anyone familiar with this issue? If you can tell me it happens on ARS 6.00.01, but not 7.5, even that would be make me happy. AR System 6.00.01 patch 1351 Email Engine 6.00.01 patch 1539 Solaris/Oracle Thanks, David -- David Durling Enterprise Information Technology Services University of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
