content of diary
Hey there, I wrote my question yesterday but I forgot to enable the option that I can receive your answers :). So I am writing the same again. PS: I also forgot to tell you my version: Remedy Server: 7.1P8 Thanks again. Hello there, I want to directly show the content of a diary if a form is opened. I want to avoid that the user have to click on book-button. I tried to use the change field - set focus to field - option but unfortunately it only sets the focus to the diary (what a suprise :) ) and doesn't show the content. Is it possible at all? Thanks and greatings. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Modify login id
Hi, It is in the RRR|Commands section and is called RRR|LoginConv: https://www.rrr.se/cgi/tools/main#rrrLoginConv It basically go through all regular forms and update those records that needs to be changed. It does not care which application or version is used, as it performs an exact match in all your fields, including diary-fields and status-history. It does not change Modify-Date or Modify-By, as the API-call ARMergeEntry is used (same as Import Tool). Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Didn't Misi have a login converter tool to do this? http://www.rrr.se (although I'm not seeing it in the list of product right now.) Thad On Wed, Nov 10, 2010 at 12:17 PM, Larry Barnes larry.bar...@thecreek.comwrote: ** I'm wondering if anyone out there has a simple way of modifying a login id for a user and any of their tickets they have created, or been assigned. We have users that are given a login id one way if they are a contractor and a different way if they are an employee. The problem is some contractors eventually become employees. We want to be able to modify the employee's current People, User form records and at the same time modify any tickets associated with their old login id and link them with their new login id. I was thinking of creating workflow and a form, for input, but this may need to be a SQL script. I'm just curious if anyone else has done this and is willing to share. We are running on a windows server with ARS 7.5.00 patch 002 with ITSM 7.0.03 patch 009 Thanks, Larry B. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Integration between Remedy and IBM Rational Doors
Hi, I was wondering if anyone had heard of an integration mechanism between Remedy and IBM Rational Doors. Apparently there is no such thing as a webservice available for DOORS but just an API based on their proprietary DOORS eXchange Langauge (DXL). Any pointers would be helpful. Thanks in advance. Nyall __ Nyall McCavitt Software Engineer CND/COE/VI/SQ Tel: +33 1 69 88 73 02 Fax: +33 1 69 88 72 21 Mobile: +33 6 64 85 96 23 Please consider the environment before you print this e-mail This message and any files transmitted with it are legally privileged and intended for the sole use of the individual(s) or entity to whom they are addressed. If you are not the intended recipient, please notify the sender by reply and delete the message and any attachments from your system. Any unauthorised use or disclosure of the content of this message is strictly prohibited and may be unlawful. Nothing in this e-mail message amounts to a contractual or legal commitment on the part of EUROCONTROL, unless it is confirmed by appropriately signed hard copy. Any views expressed in this message are those of the sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Error on ModifyAll operation.
Hello, We are getting error following error when using modify all operation on shr:categorization form. ARERR [326] Required field cannot be reset to a NULL value : 7 ARERR [326] Required field cannot be reset to a NULL value : 536870917 But there is no such error comes when simple modification is done. Thanks to help me in resolving the issue. With Regards, Anuj Dua ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Rif: Error on ModifyAll operation.
I solved this issue installing ARSUser with patch 4 oh highter. ciao Luisa Carena Gestione Postazioni Periferiche e Asset SGS BP Gruppo Banco Popolare via Negroni 12 - 28100 Novara Tel: 0321-663995 Email: luisaclotilde.car...@sgsbp.it Anuj DUA anuj@st.com - 11/11/2010 11.23 Inviato da: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG Per favore, rispondere a arslist@ARSLIST.ORG Per:arslist@ARSLIST.ORG CC: Oggetto:Error on ModifyAll operation. ** Hello, We are getting error following error when using modify all operation on shr:categorization form. ARERR [326] Required field cannot be reset to a NULL value : 7 ARERR [326] Required field cannot be reset to a NULL value : 536870917 But there is no such error comes when simple modification is done. Thanks to help me in resolving the issue. With Regards, Anuj Dua _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ La presente comunicazione e' destinata esclusivamente al soggetto indicato piu' sopra quale destinatario o ad eventuali altri soggetti autorizzati a riceverla. Essa contiene informazioni strettamente confidenziali e riservate, la cui comunicazione o diffusione a terzi e' proibita, salvo che non sia stata espressamente autorizzata.Se avete ricevuto questa comunicazione per errore, Vi preghiamo di darne immediata comunicazione al mittente e di cancellarne ogni evidenza dai Vostri supporti.
Re: JOB:Remedy Developer - FAA - ITSM Generalist -update
** You will see this job description changing to a QA person. If you have strong Remedy testing experience and as extra credit have done automated testing, please apply for this one :) Kelly DeaverL-3 Stratis / FAA Contractor kdea...@kellydeaver.com (ARSlist mail)kelly.ctr.dea...@faa.gov(Business mail) Original Message Subject: JOB:Remedy Developer - FAA - ITSM GeneralistFrom: Kelly Deaver kdea...@kellydeaver.comDate: Wed, November 10, 2010 1:23 pmTo: arslist@ARSLIST.ORG** Hi Listers, FAA also has an opening for a "generalist" Remedy Developer. Here again, the position is in Oklahoma but you only have to come visit occasionally. Otherwise you work from home. Remedy Application Developer Education Bachelors Degree Experience 5-7 Yrs Citizenship Requirement US Citizen Clearance Required Public Trust Location Oklahoma City, Oklahoma Job Responsibilities Perform installation, configuration, feature design, development data loads for BMC Remedy applications. Responsible for programming work flow, enhancements integrations with BMC Remedy AR, CMDB, ITSM, SRM SLM.Create maintain design specifications, architectural diagrams, process diagrams supporting communicating changes to BMC Remedy applications.Maintain knowledge of latest BMC Remedy technology.Perform customizations of BMC Remedy applications based on guidance with project manager, architect, ITIL practice leads customersTriage fix defects found in BMC Remedy applications provide 24x7 on-call supportMaintain adhere to source code, configuration management, release management software engineering best practices.Willingness to travel.Perform other duties as required. Skills Required Perform requirements elicitation, feature design, feature development.Developing configuring Applications using BMC Remedy technology.Experience with knowledge of BMC Remedy AR System 7.5+, BMC Atrium CMDB 7.5+ BMC Remedy IT Service Management 7.5+.Remedy Developer Studio experience.Possess strong communication skills a team player.Knowledge of Solaris Oracle platforms.Strong communication presentation skills.Strong organization time management skills.Strong analytical problem solving skills. Skills Preferred Worked in a Help Desk organization or IT Application Development team environment.ITIL v3, Remedy Skilled Professional or Remedy certifications. Kelly DeaverL-3 Stratis / FAA Contractor kdea...@kellydeaver.com(ARSlist mail)kelly.ctr.dea...@faa.gov(Business mail)_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
Re: Remedy OnDemand - SaaS platform discussion
I was there too. It is always entertaining/interesting/uncomfortable to have a person from a vendor talk about their product -- when it is clear they do not understand the capability of their product. Especially when it is in a room full of 10+ year veterans -- who really do know their stuff. The presenter was being very non-committal as these are early days of the offering. But - I think the SaaS world is all around absolute definitions -- so as to be able to scale within expected ranges. If you have a loose definition of your offering -- I think you will end up in big trouble. (Or - you will have to spend a major amount of energy smoothing it over). (AKA - lose money) -John On Nov 10, 2010, at 4:53 PM, Chowdhury, Tauf wrote: ** Listers, Hey, I just wanted to get your opinions on the Remedy SaaS vision. I was at the Column Roadshow in NYC where the BMC rep presenting Remedy OnDemand got hammered on issues with the SaaS platform. Mainly, it was around the “loss” of control and limited support of customizations. There were also issues around upgrades. Have any of you given this a thought? It provided for some entertaining dialogue last night so it should be even more so here on the list! Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Informatics-Infrastructure Office: 631.858.7765 Mobile:646.483.2779 This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ -- John Sundberg Kinetic Data, Inc. Building a Better Service Experience Recipient of: WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.com 651.556.0930 I www.kineticdata.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Remedy OnDemand - SaaS platform discussion
Tauf/Guillaume/ARSList, Do you think ARSystem is designed for a SAAS model? (somewhat - refers back to the previous posting of Works as designed) -John On Nov 10, 2010, at 4:53 PM, Chowdhury, Tauf wrote: ** Listers, Hey, I just wanted to get your opinions on the Remedy SaaS vision. I was at the Column Roadshow in NYC where the BMC rep presenting Remedy OnDemand got hammered on issues with the SaaS platform. Mainly, it was around the “loss” of control and limited support of customizations. There were also issues around upgrades. Have any of you given this a thought? It provided for some entertaining dialogue last night so it should be even more so here on the list! Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Informatics-Infrastructure Office: 631.858.7765 Mobile:646.483.2779 This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ -- John Sundberg Kinetic Data, Inc. Building a Better Service Experience Recipient of: WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.com 651.556.0930 I www.kineticdata.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Remedy OnDemand - SaaS platform discussion
Very well said John From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of John Sundberg Sent: 11 November 2010 11:59 To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion ** I was there too. It is always entertaining/interesting/uncomfortable to have a person from a vendor talk about their product -- when it is clear they do not understand the capability of their product. Especially when it is in a room full of 10+ year veterans -- who really do know their stuff. The presenter was being very non-committal as these are early days of the offering. But - I think the SaaS world is all around absolute definitions -- so as to be able to scale within expected ranges. If you have a loose definition of your offering -- I think you will end up in big trouble. (Or - you will have to spend a major amount of energy smoothing it over). (AKA - lose money) -John On Nov 10, 2010, at 4:53 PM, Chowdhury, Tauf wrote: ** Listers, Hey, I just wanted to get your opinions on the Remedy SaaS vision. I was at the Column Roadshow in NYC where the BMC rep presenting Remedy OnDemand got hammered on issues with the SaaS platform. Mainly, it was around the loss of control and limited support of customizations. There were also issues around upgrades. Have any of you given this a thought? It provided for some entertaining dialogue last night so it should be even more so here on the list! Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Informatics-Infrastructure Office: 631.858.7765 Mobile:646.483.2779 _ This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ -- John Sundberg Kinetic Data, Inc. Building a Better Service Experience Recipient of: WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.com 651.556.0930 I http://www.kineticdata.com/ www.kineticdata.com _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: content of diary
Christoph, I don't think there is an Active Link action that will open the Diary field. A few workarounds would be to either put a Display Only Character field on the form, show it and SET it with the data pulled from the form using 'Request_ID' = $Request_ID$ in the Set Fields action. Another move would be to use a Display only Form with a Character field an open it and SET it in the same manner. HTH, --- John J. Reiser Senior Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Wagner, Christoph Sent: Thursday, November 11, 2010 2:58 AM To: arslist@ARSLIST.ORG Subject: EXTERNAL: content of diary Hey there, I wrote my question yesterday but I forgot to enable the option that I can receive your answers :). So I am writing the same again. PS: I also forgot to tell you my version: Remedy Server: 7.1P8 Thanks again. Hello there, I want to directly show the content of a diary if a form is opened. I want to avoid that the user have to click on book-button. I tried to use the change field - set focus to field - option but unfortunately it only sets the focus to the diary (what a suprise :) ) and doesn't show the content. Is it possible at all? Thanks and greatings. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Modify login id
Misi, Since this uses ARMergeEntry this would also work with the server set with Submitter Mode locked. Dave -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky Sent: Thursday, November 11, 2010 3:14 AM To: arslist@ARSLIST.ORG Subject: Re: Modify login id Hi, It is in the RRR|Commands section and is called RRR|LoginConv: https://www.rrr.se/cgi/tools/main#rrrLoginConv It basically go through all regular forms and update those records that needs to be changed. It does not care which application or version is used, as it performs an exact match in all your fields, including diary-fields and status-history. It does not change Modify-Date or Modify-By, as the API-call ARMergeEntry is used (same as Import Tool). Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Didn't Misi have a login converter tool to do this? http://www.rrr.se (although I'm not seeing it in the list of product right now.) Thad On Wed, Nov 10, 2010 at 12:17 PM, Larry Barnes larry.bar...@thecreek.comwrote: ** I'm wondering if anyone out there has a simple way of modifying a login id for a user and any of their tickets they have created, or been assigned. We have users that are given a login id one way if they are a contractor and a different way if they are an employee. The problem is some contractors eventually become employees. We want to be able to modify the employee's current People, User form records and at the same time modify any tickets associated with their old login id and link them with their new login id. I was thinking of creating workflow and a form, for input, but this may need to be a SQL script. I'm just curious if anyone else has done this and is willing to share. We are running on a windows server with ARS 7.5.00 patch 002 with ITSM 7.0.03 patch 009 Thanks, Larry B. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
AW: content of diary
Hey ho, this could be a workaround. But what about this :): If a user changes the ticket-status (e.g. from new to wait) the user should see the details of a date/time-field so he can enter the value directly. Do you have a workaround for that problem? greatings Christoph -Ursprüngliche Nachricht- Von: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] Im Auftrag von Reiser, John J Gesendet: Donnerstag, 11. November 2010 14:48 An: arslist@ARSLIST.ORG Betreff: Re: content of diary Christoph, I don't think there is an Active Link action that will open the Diary field. A few workarounds would be to either put a Display Only Character field on the form, show it and SET it with the data pulled from the form using 'Request_ID' = $Request_ID$ in the Set Fields action. Another move would be to use a Display only Form with a Character field an open it and SET it in the same manner. HTH, --- John J. Reiser Senior Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Wagner, Christoph Sent: Thursday, November 11, 2010 2:58 AM To: arslist@ARSLIST.ORG Subject: EXTERNAL: content of diary Hey there, I wrote my question yesterday but I forgot to enable the option that I can receive your answers :). So I am writing the same again. PS: I also forgot to tell you my version: Remedy Server: 7.1P8 Thanks again. Hello there, I want to directly show the content of a diary if a form is opened. I want to avoid that the user have to click on book-button. I tried to use the change field - set focus to field - option but unfortunately it only sets the focus to the diary (what a suprise :) ) and doesn't show the content. Is it possible at all? Thanks and greatings. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: content of diary
You could do a SET fields to the Date/Time field with the value $TIMESTAMP$ or $SERVERTIMESTAMP$ using the Status field as a trigger. Or do you want them to be able to enter a different time? The Status field also has Status History values for User and Time that can be set in Filter actions. --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Wagner, Christoph Sent: Thursday, November 11, 2010 9:15 AM To: arslist@ARSLIST.ORG Subject: EXTERNAL: AW: content of diary Hey ho, this could be a workaround. But what about this :): If a user changes the ticket-status (e.g. from new to wait) the user should see the details of a date/time-field so he can enter the value directly. Do you have a workaround for that problem? greatings Christoph -Ursprüngliche Nachricht- Von: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] Im Auftrag von Reiser, John J Gesendet: Donnerstag, 11. November 2010 14:48 An: arslist@ARSLIST.ORG Betreff: Re: content of diary Christoph, I don't think there is an Active Link action that will open the Diary field. A few workarounds would be to either put a Display Only Character field on the form, show it and SET it with the data pulled from the form using 'Request_ID' = $Request_ID$ in the Set Fields action. Another move would be to use a Display only Form with a Character field an open it and SET it in the same manner. HTH, --- John J. Reiser Senior Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Wagner, Christoph Sent: Thursday, November 11, 2010 2:58 AM To: arslist@ARSLIST.ORG Subject: EXTERNAL: content of diary Hey there, I wrote my question yesterday but I forgot to enable the option that I can receive your answers :). So I am writing the same again. PS: I also forgot to tell you my version: Remedy Server: 7.1P8 Thanks again. Hello there, I want to directly show the content of a diary if a form is opened. I want to avoid that the user have to click on book-button. I tried to use the change field - set focus to field - option but unfortunately it only sets the focus to the diary (what a suprise :) ) and doesn't show the content. Is it possible at all? Thanks and greatings. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Integration between Remedy and IBM Rational Doors
Nyall: I’ve never heard of a direct integration, but if Doors stores its data in a SQL schema, then you could build a bi-directional sync using AIE. AIE also works with XML and CSV files, so if Doors can export/import either of these on a scheduled basis, then you could build an integration that way, too. There are also other Remedy-based solutions such as View forms plus filter/escalation processing that could possibly be built. And then AR System supports C Java APIs also, so you could just write an API program to support the integration. Hopefully Doors’ API is one of those two. Come to think of it, there’s Perl and Python compatible APIs, too. HTH, --Phil From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of MCCAVITT Nyall Sent: Thursday, November 11, 2010 03:18 To: arslist@ARSLIST.ORG Subject: Integration between Remedy and IBM Rational Doors ** Hi, I was wondering if anyone had heard of an integration mechanism between Remedy and IBM Rational Doors. Apparently there is no such thing as a webservice available for DOORS but just an API based on their proprietary DOORS eXchange Langauge (DXL). Any pointers would be helpful. Thanks in advance. Nyall __ Nyall McCavitt Software Engineer CND/COE/VI/SQ Tel: +33 1 69 88 73 02 Fax: +33 1 69 88 72 21 Mobile: +33 6 64 85 96 23 Please consider the environment before you print this e-mail This message and any files transmitted with it are legally privileged and intended for the sole use of the individual(s) or entity to whom they are addressed. If you are not the intended recipient, please notify the sender by reply and delete the message and any attachments from your system. Any unauthorised use or disclosure of the content of this message is strictly prohibited and may be unlawful. Nothing in this e-mail message amounts to a contractual or legal commitment on the part of EUROCONTROL, unless it is confirmed by appropriately signed hard copy. Any views expressed in this message are those of the sender. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_
Re: Working as designed type defects
Like most, I'm frustrated with the inconsistencies that have been around since version 7.0. Many are cosmetic and merely a matter of rearranging objects. I'm on the bandwagon there, just fix it and make it work the same from form to form. I'm concerned with changing the values of the fields. Is it worth breaking backwards compatibility, modifying all your existing data just to make things more consistent? Is the consistency gained worth the tradeoff in making that change? Ben Cantatore Remedy Manager (914) 457-6209 Emerging Health IT 3 Odell Plaza Yonkers, New York 10701 jdso...@shyle.net 11/10/10 6:37 PM ** Alternately you could customize some of the most frequently used forms to have the Logout button that looks the same as the Home Page and drive that button with a Perform-Application-Exit process.. might take some work, but that would give some degree of consistency on where you can find the Logout link/button.. I absolutely agree that it should have been available a little more through the application to maintain some sort of visual as well as functional consistency.. Joe From: Meyer, Jennifer L Sent: Wednesday, November 10, 2010 6:23 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Working as designed type defects ** We reported that Risk Level/Approval Level defect last year, Tim. It's working as designed!And the Close buttons are a royal pain. There is a fix for the missing workflow, but when there just isn't a Close button*that's frustrating. Check out the Object List on the Mid-Tier: no Close, Logout, Home, or New Search. That one drives me up the wall. To log out, you have to search for and open the Home Page, then click Log Out. Jennifer MeyerFrom: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Timothy Powell Sent: Wednesday, November 10, 2010 5:39 PM To: arslist@ARSLIST.ORG Subject: Re: Working as designed type defects ** How about the simple fact that Close buttons and/or links are not always in the same location and sometime are not present at all. In CM, Urgency, Impact and Priority use a scale of 1 * x with 1 being the most severe and x being the least severe. But the Risk Level values run 1-x with 1 being the least severe and x being the most severe. That ISS ticket came back to us as Working as Designed. The reasoning was that a 1-x scale with 1 being the least severe and x being the most gave the customer the opportunity to extend the Risk Level to accommodate custom risk calculations. But if that is the true design reason, then my argument is that Priority, Impact and Urgency should also be designed that way and also allow that extension capability. I'm going to change the ISS ticket to an RFE and see what happens.Like you point out, I just want it to be consistent. Tim From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Meyer, Jennifer L Sent: Wednesday, November 10, 2010 4:50 PM To: arslist@ARSLIST.ORG Subject: Re: Working as designed type defects ** Guillame, I feel your pain. I want to respond, not to gripe about the lack of consistency across applications, but because I also noted this while testing the ITSM 7.6 applications. Tasks perform differently across applications, Problem and Known Error have minimal interaction with Task at all, and Saved Searches aren't consistent in the consoles. This is how it's designed, however, and we are reporting a large number of other defects, so I'm personally hoping that providing consistency across lesser-loved applications is BMC's next focus. Jennifer MeyerRemedy Technical Support SpecialistState of North CarolinaOffice of Information Technology Services Service Delivery Division ITSM ITAM ServicesOffice: 919-754-6543ITS Service Desk: 919-754-6000jennifer.me...@nc.govhttp://its.state.nc.us 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 Guillaume Rheault Sent: Wednesday, November 10, 2010 1:54 PM To: arslist@ARSLIST.ORG Subject: Working as designed type defects ** I'm sending this post to the list community to see what is the general feeling about issues that BMC Support classifies as working as designed The category of issues I am referring to specifically here is inconsistencies in functionality between ITSM modules or within a single specific module. More specifically, and to name only a few, in ITSM 7.5.1 but apparently still present in 7.6.3: - Assigned group searches in tasks are different than assigned group searches in change - Assigned group searches, change manager group searches, and change implementer group searches are different - Task tab in problem investigation is different than the task tab
Re: Integration between Remedy and IBM Rational Doors
Hi Phil, As we are just at the finding out stage then I’m not sure of all of the requirements for synchronisation yet but I would guess that they would not involve export/import on a scheduled basis. As we are also not using ITSM but custom applications then I am not yet clear as to whether we can legally use AIE. My hunch is that we will have to go down the API route. Thanks for the input. Nyall __ Nyall McCavitt Software Engineer CND/COE/VI/SQ Tel: +33 1 69 88 73 02 Fax: +33 1 69 88 72 21 Mobile: +33 6 64 85 96 23 Please consider the environment before you print this e-mail From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Murnane, Phil Sent: Thursday, November 11, 2010 3:51 PM To: arslist@ARSLIST.ORG Subject: Re: Integration between Remedy and IBM Rational Doors Nyall: I’ve never heard of a direct integration, but if Doors stores its data in a SQL schema, then you could build a bi-directional sync using AIE. AIE also works with XML and CSV files, so if Doors can export/import either of these on a scheduled basis, then you could build an integration that way, too. There are also other Remedy-based solutions such as View forms plus filter/escalation processing that could possibly be built. And then AR System supports C Java APIs also, so you could just write an API program to support the integration. Hopefully Doors’ API is one of those two. Come to think of it, there’s Perl and Python compatible APIs, too. HTH, --Phil From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of MCCAVITT Nyall Sent: Thursday, November 11, 2010 03:18 To: arslist@ARSLIST.ORG Subject: Integration between Remedy and IBM Rational Doors ** Hi, I was wondering if anyone had heard of an integration mechanism between Remedy and IBM Rational Doors. Apparently there is no such thing as a webservice available for DOORS but just an API based on their proprietary DOORS eXchange Langauge (DXL). Any pointers would be helpful. Thanks in advance. Nyall __ Nyall McCavitt Software Engineer CND/COE/VI/SQ Tel: +33 1 69 88 73 02 Fax: +33 1 69 88 72 21 Mobile: +33 6 64 85 96 23 Please consider the environment before you print this e-mail This message and any files transmitted with it are legally privileged and intended for the sole use of the individual(s) or entity to whom they are addressed. If you are not the intended recipient, please notify the sender by reply and delete the message and any attachments from your system. Any unauthorised use or disclosure of the content of this message is strictly prohibited and may be unlawful. Nothing in this e-mail message amounts to a contractual or legal commitment on the part of EUROCONTROL, unless it is confirmed by appropriately signed hard copy. Any views expressed in this message are those of the sender. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ This message and any files transmitted with it are legally privileged and intended for the sole use of the individual(s) or entity to whom they are addressed. If you are not the intended recipient, please notify the sender by reply and delete the message and any attachments from your system. Any unauthorised use or disclosure of the content of this message is strictly prohibited and may be unlawful. Nothing in this e-mail message amounts to a contractual or legal commitment on the part of EUROCONTROL, unless it is confirmed by appropriately signed hard copy. Any views expressed in this message are those of the sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Modify login id
Hi, I guess this was not really a question, but yes, absolutely! Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Misi, Since this uses ARMergeEntry this would also work with the server set with Submitter Mode locked. Dave -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky Sent: Thursday, November 11, 2010 3:14 AM To: arslist@ARSLIST.ORG Subject: Re: Modify login id Hi, It is in the RRR|Commands section and is called RRR|LoginConv: https://www.rrr.se/cgi/tools/main#rrrLoginConv It basically go through all regular forms and update those records that needs to be changed. It does not care which application or version is used, as it performs an exact match in all your fields, including diary-fields and status-history. It does not change Modify-Date or Modify-By, as the API-call ARMergeEntry is used (same as Import Tool). Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Didn't Misi have a login converter tool to do this? http://www.rrr.se (although I'm not seeing it in the list of product right now.) Thad On Wed, Nov 10, 2010 at 12:17 PM, Larry Barnes larry.bar...@thecreek.comwrote: ** I'm wondering if anyone out there has a simple way of modifying a login id for a user and any of their tickets they have created, or been assigned. We have users that are given a login id one way if they are a contractor and a different way if they are an employee. The problem is some contractors eventually become employees. We want to be able to modify the employee's current People, User form records and at the same time modify any tickets associated with their old login id and link them with their new login id. I was thinking of creating workflow and a form, for input, but this may need to be a SQL script. I'm just curious if anyone else has done this and is willing to share. We are running on a windows server with ARS 7.5.00 patch 002 with ITSM 7.0.03 patch 009 Thanks, Larry B. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Remedy OnDemand - SaaS platform discussion
John, I think the AR System platform can work well in a SaaS model. So I think it's more like what kind of applications are appropriate for SaaS. I don't think a full-blown BSM/ITSM implementation with all the modules, all the integrations, all the reports, etc, etc can work as SaaS. But I can very well envision small, targeted and generic applications built on Remedy and provided as a software subscription service. Guillaume From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of John Sundberg [john.sundb...@kineticdata.com] Sent: Thursday, November 11, 2010 7:00 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion ** Tauf/Guillaume/ARSList, Do you think ARSystem is designed for a SAAS model? (somewhat - refers back to the previous posting of Works as designed) -John On Nov 10, 2010, at 4:53 PM, Chowdhury, Tauf wrote: ** Listers, Hey, I just wanted to get your opinions on the Remedy SaaS vision. I was at the Column Roadshow in NYC where the BMC rep presenting Remedy OnDemand got hammered on issues with the SaaS platform. Mainly, it was around the “loss” of control and limited support of customizations. There were also issues around upgrades. Have any of you given this a thought? It provided for some entertaining dialogue last night so it should be even more so here on the list! Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Informatics-Infrastructure Office: 631.858.7765 Mobile:646.483.2779 This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ -- John Sundberg Kinetic Data, Inc. Building a Better Service Experience Recipient of: WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.commailto:john.sundb...@kineticdata.com 651.556.0930 I www.kineticdata.comhttp://www.kineticdata.com/ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Remedy OnDemand - SaaS platform discussion
I cannot see migrating an existing Production ITSM environment that has external integrations and even minor customizations over to the SaaS platform. However, I do see an opportunity for companies that cannot afford or maintain multiple environments to use the SaaS platform to host a Training environment. If there weren't so many restrictions you could possibly do Dev as well but since it is locked down and you share your DB with other companies, this could be an impossibility. Maybe BMC has answers to this and maybe they don't but the presentation didn't give me the warm and fuzzies about it. Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault Sent: Thursday, November 11, 2010 10:24 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion John, I think the AR System platform can work well in a SaaS model. So I think it's more like what kind of applications are appropriate for SaaS. I don't think a full-blown BSM/ITSM implementation with all the modules, all the integrations, all the reports, etc, etc can work as SaaS. But I can very well envision small, targeted and generic applications built on Remedy and provided as a software subscription service. Guillaume From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of John Sundberg [john.sundb...@kineticdata.com] Sent: Thursday, November 11, 2010 7:00 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion ** Tauf/Guillaume/ARSList, Do you think ARSystem is designed for a SAAS model? (somewhat - refers back to the previous posting of Works as designed) -John On Nov 10, 2010, at 4:53 PM, Chowdhury, Tauf wrote: ** Listers, Hey, I just wanted to get your opinions on the Remedy SaaS vision. I was at the Column Roadshow in NYC where the BMC rep presenting Remedy OnDemand got hammered on issues with the SaaS platform. Mainly, it was around the loss of control and limited support of customizations. There were also issues around upgrades. Have any of you given this a thought? It provided for some entertaining dialogue last night so it should be even more so here on the list! Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Informatics-Infrastructure Office: 631.858.7765 Mobile:646.483.2779 This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ -- John Sundberg Kinetic Data, Inc. Building a Better Service Experience Recipient of: WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.com 651.556.0930 I www.kineticdata.com http://www.kineticdata.com/ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Remedy OnDemand - SaaS platform discussion
Please talk to your account reps if you want to learn more about Remedy on Demand! Here are my comments, but please review our website and talk to your rep for official comments. I wouldn't normally post this much to this list, but I didn't want some misconceptions getting hardened in stone. 1) You do NOT share your database with other companies. You have your own database instance. You can choose to use multi-tenancy within that, but you have your own set of apps, your own database 2) We provide Dev, Test and Production environments 3) You own the data (if you're going with BMC - I can't speak to other vendors) 4) Because it's the same application regardless of whether you are doing On Demand or On Premise, if you switch from On Demand to On Premise, you stand up an ITSM instance (takes a couple hours with our new stack installer!) and bring the data over 5) You can do customizations. We run them through a certification process to ensure that they won't break on upgrades, but you can customize. 6) Yes, event managers and discovery data can be integrated with the system. Other integrations are available as well. 7) BMC handles upgrades, patches, etc. There are customers for whom On Demand is the perfect fit. There are other customers who do a lot of customizations, custom apps, etc who will probably prefer to remain On Premise customers. Luckily, it's the same great software either way! If you are interested, I demo Remedy on Demand every Tuesday, at 9:00 a.m. central time; you can sign up for the session at www.bmc.com/events Anne Brock Principal SC, BMC Software *** My comments here are my own and do not necessarily reflect BMC's policies, standards, etc. *** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Modify login id
Actually it was intended to be a question. Noticed I used a period instead of a question mark as it was being sent. Thanks for the answer. Dave -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky Sent: Thursday, November 11, 2010 10:14 AM To: arslist@ARSLIST.ORG Subject: Re: Modify login id Hi, I guess this was not really a question, but yes, absolutely! Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Misi, Since this uses ARMergeEntry this would also work with the server set with Submitter Mode locked. Dave -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky Sent: Thursday, November 11, 2010 3:14 AM To: arslist@ARSLIST.ORG Subject: Re: Modify login id Hi, It is in the RRR|Commands section and is called RRR|LoginConv: https://www.rrr.se/cgi/tools/main#rrrLoginConv It basically go through all regular forms and update those records that needs to be changed. It does not care which application or version is used, as it performs an exact match in all your fields, including diary-fields and status-history. It does not change Modify-Date or Modify-By, as the API-call ARMergeEntry is used (same as Import Tool). Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Didn't Misi have a login converter tool to do this? http://www.rrr.se (although I'm not seeing it in the list of product right now.) Thad On Wed, Nov 10, 2010 at 12:17 PM, Larry Barnes larry.bar...@thecreek.comwrote: ** I'm wondering if anyone out there has a simple way of modifying a login id for a user and any of their tickets they have created, or been assigned. We have users that are given a login id one way if they are a contractor and a different way if they are an employee. The problem is some contractors eventually become employees. We want to be able to modify the employee's current People, User form records and at the same time modify any tickets associated with their old login id and link them with their new login id. I was thinking of creating workflow and a form, for input, but this may need to be a SQL script. I'm just curious if anyone else has done this and is willing to share. We are running on a windows server with ARS 7.5.00 patch 002 with ITSM 7.0.03 patch 009 Thanks, Larry B. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Remedy OnDemand - SaaS platform discussion
hi Tauf You make a very good and critical point: that you are sharing the DB with other companies. This is very critical. You would users from some companies doing bad queries, or running exhaustive reports, that perform multiple full table scans. In a shared DB environment, and in the specific case of Remedy, a shared DB instance, this impacts all the users and therefore all the companies/customers. Very bad situation. From a DB administration and performance tuning perspective, it becomes harder to analyze and troubleshoot performance, and to pinpoint what queries are responsible for the degraded performance and by what users. It seems to me a fair approach would be to segregate/dedicate the database instances per customer, which means that each customer would need to have its own Remedy application server, since only one application server can connect to one database instance. However, you still have the issue of shared storage to deal with, that also would need to be configured to equally provide storage resources equally among all the databases, and therefore among all the customers. Sharing infrastructure is already complex and wrought with issues within a single customer (for instance sharing your SAN and database server between let's say Remedy, Finantial, HR apps) now sharing infrastructure between different customers is even worse. the more we analyze this topic,the more we see that SaaS (whether BMC or Service-Now or Micky Mouse Inc) has many problems. Guillaume From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of Chowdhury, Tauf [tauf.chowdh...@frx.com] Sent: Thursday, November 11, 2010 10:39 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion ** I cannot see migrating an existing Production ITSM environment that has external integrations and even minor customizations over to the SaaS platform. However, I do see an opportunity for companies that cannot afford or maintain multiple environments to use the SaaS platform to host a “Training” environment. If there weren’t so many restrictions you could possibly do Dev as well but since it is locked down and you share your DB with other companies, this could be an impossibility. Maybe BMC has answers to this and maybe they don’t but the presentation didn’t give me the “warm and fuzzies” about it. Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault Sent: Thursday, November 11, 2010 10:24 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion John, I think the AR System platform can work well in a SaaS model. So I think it's more like what kind of applications are appropriate for SaaS. I don't think a full-blown BSM/ITSM implementation with all the modules, all the integrations, all the reports, etc, etc can work as SaaS. But I can very well envision small, targeted and generic applications built on Remedy and provided as a software subscription service. Guillaume From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of John Sundberg [john.sundb...@kineticdata.com] Sent: Thursday, November 11, 2010 7:00 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion ** Tauf/Guillaume/ARSList, Do you think ARSystem is designed for a SAAS model? (somewhat - refers back to the previous posting of Works as designed) -John On Nov 10, 2010, at 4:53 PM, Chowdhury, Tauf wrote: ** Listers, Hey, I just wanted to get your opinions on the Remedy SaaS vision. I was at the Column Roadshow in NYC where the BMC rep presenting Remedy OnDemand got hammered on issues with the SaaS platform. Mainly, it was around the “loss” of control and limited support of customizations. There were also issues around upgrades. Have any of you given this a thought? It provided for some entertaining dialogue last night so it should be even more so here on the list! Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Informatics-Infrastructure Office: 631.858.7765 Mobile:646.483.2779 This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may
Re: Remedy OnDemand - SaaS platform discussion
Hi Ann, i just realized you posted already. My question is, are all the database instances in the same database server? How are the resources from the database server shared among all the instances? Is the storage shared too? Guillaume From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of Brock, Anne [anne_br...@bmc.com] Sent: Thursday, November 11, 2010 11:13 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion ** Please talk to your account reps if you want to learn more about Remedy on Demand! Here are my comments, but please review our website and talk to your rep for official comments. I wouldn't normally post this much to this list, but I didn't want some misconceptions getting hardened in stone. 1) You do NOT share your database with other companies. You have your own database instance. You can choose to use multi-tenancy within that, but you have your own set of apps, your own database 2) We provide Dev, Test and Production environments 3) You own the data (if you're going with BMC - I can't speak to other vendors) 4) Because it's the same application regardless of whether you are doing On Demand or On Premise, if you switch from On Demand to On Premise, you stand up an ITSM instance (takes a couple hours with our new stack installer!) and bring the data over 5) You can do customizations. We run them through a certification process to ensure that they won't break on upgrades, but you can customize. 6) Yes, event managers and discovery data can be integrated with the system. Other integrations are available as well. 7) BMC handles upgrades, patches, etc. There are customers for whom On Demand is the perfect fit. There are other customers who do a lot of customizations, custom apps, etc who will probably prefer to remain On Premise customers. Luckily, it's the same great software either way! If you are interested, I demo Remedy on Demand every Tuesday, at 9:00 a.m. central time; you can sign up for the session at www.bmc.com/events Anne Brock Principal SC, BMC Software *** My comments here are my own and do not necessarily reflect BMC's policies, standards, etc. *** _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Remedy OnDemand - SaaS platform discussion
Anne, Thanks for all the info and clarifying on some points. I will tell you that the BMC rep at the presentation did contradict some of your points. I apologize if I misspoke but I think it points to the fact that the BMC folks trying to sell this need to get on the same page! Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault Sent: Thursday, November 11, 2010 11:34 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion Hi Ann, i just realized you posted already. My question is, are all the database instances in the same database server? How are the resources from the database server shared among all the instances? Is the storage shared too? Guillaume From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of Brock, Anne [anne_br...@bmc.com] Sent: Thursday, November 11, 2010 11:13 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion ** Please talk to your account reps if you want to learn more about Remedy on Demand! Here are my comments, but please review our website and talk to your rep for official comments. I wouldn't normally post this much to this list, but I didn't want some misconceptions getting hardened in stone. 1) You do NOT share your database with other companies. You have your own database instance. You can choose to use multi-tenancy within that, but you have your own set of apps, your own database 2) We provide Dev, Test and Production environments 3) You own the data (if you're going with BMC - I can't speak to other vendors) 4) Because it's the same application regardless of whether you are doing On Demand or On Premise, if you switch from On Demand to On Premise, you stand up an ITSM instance (takes a couple hours with our new stack installer!) and bring the data over 5) You can do customizations. We run them through a certification process to ensure that they won't break on upgrades, but you can customize. 6) Yes, event managers and discovery data can be integrated with the system. Other integrations are available as well. 7) BMC handles upgrades, patches, etc. There are customers for whom On Demand is the perfect fit. There are other customers who do a lot of customizations, custom apps, etc who will probably prefer to remain On Premise customers. Luckily, it's the same great software either way! If you are interested, I demo Remedy on Demand every Tuesday, at 9:00 a.m. central time; you can sign up for the session at www.bmc.com/events Anne Brock Principal SC, BMC Software *** My comments here are my own and do not necessarily reflect BMC's policies, standards, etc. *** _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: content of diary
There is a keyboard shortcut to do this - Shift-Alt-F7. So, with the caveat that this only works with the user tool, you could set focus to the diary field, and then use OLE to do the shift-alt-f7. See the OLE examples in the download section of http://www.buoyantsolutions.net/ (although now that I check it, the link doesn't appear to be working). Lookup OLE Automation as an active link action, that should get you started. Thad On Wed, Nov 10, 2010 at 11:57 PM, Wagner, Christoph christoph.wag...@ard-stern.de wrote: Hey there, I wrote my question yesterday but I forgot to enable the option that I can receive your answers :). So I am writing the same again. PS: I also forgot to tell you my version: Remedy Server: 7.1P8 Thanks again. Hello there, I want to directly show the content of a diary if a form is opened. I want to avoid that the user have to click on book-button. I tried to use the change field - set focus to field - option but unfortunately it only sets the focus to the diary (what a suprise :) ) and doesn't show the content. Is it possible at all? Thanks and greatings. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Remedy OnDemand - SaaS platform discussion
Apologies for places we contradicted each other (and hopefully I gave you the correct info!) but RoD has been a very fast-moving project, and things have changed already - for example, we used to not allow customizations, now we do. That's why I recommend that anyone on this list contact your account rep if you are interested and they can get you current details (caveat - details may change again! we're listening to our customers, and so adjusting as we go). Appreciate everyone's interest! Anne Brock Principal SC, BMC Software *** opinions are my own*** From: Action Request System discussion list(ARSList) [arsl...@arslist.org] On Behalf Of Chowdhury, Tauf [tauf.chowdh...@frx.com] Sent: Thursday, November 11, 2010 8:42 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion ** Anne, Thanks for all the info and clarifying on some points. I will tell you that the BMC rep at the presentation did contradict some of your points. I apologize if I misspoke but I think it points to the fact that the BMC folks trying to sell this need to get on the same page! Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault Sent: Thursday, November 11, 2010 11:34 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion Hi Ann, i just realized you posted already. My question is, are all the database instances in the same database server? How are the resources from the database server shared among all the instances? Is the storage shared too? Guillaume From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of Brock, Anne [anne_br...@bmc.com] Sent: Thursday, November 11, 2010 11:13 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion ** Please talk to your account reps if you want to learn more about Remedy on Demand! Here are my comments, but please review our website and talk to your rep for official comments. I wouldn't normally post this much to this list, but I didn't want some misconceptions getting hardened in stone. 1) You do NOT share your database with other companies. You have your own database instance. You can choose to use multi-tenancy within that, but you have your own set of apps, your own database 2) We provide Dev, Test and Production environments 3) You own the data (if you're going with BMC - I can't speak to other vendors) 4) Because it's the same application regardless of whether you are doing On Demand or On Premise, if you switch from On Demand to On Premise, you stand up an ITSM instance (takes a couple hours with our new stack installer!) and bring the data over 5) You can do customizations. We run them through a certification process to ensure that they won't break on upgrades, but you can customize. 6) Yes, event managers and discovery data can be integrated with the system. Other integrations are available as well. 7) BMC handles upgrades, patches, etc. There are customers for whom On Demand is the perfect fit. There are other customers who do a lot of customizations, custom apps, etc who will probably prefer to remain On Premise customers. Luckily, it's the same great software either way! If you are interested, I demo Remedy on Demand every Tuesday, at 9:00 a.m. central time; you can sign up for the session at www.bmc.com/events Anne Brock Principal SC, BMC Software *** My comments here are my own and do not necessarily reflect BMC's policies, standards, etc. *** _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Some questions regarding ITSM 7.6.03/ARSystem 7.6 and the new web-reports option...
** Hi arslist!Thought I would pose these questions so thatall those who are "up to speed" on the latest ITSM 7.6.03 release could answer. I've looked through the release notes on ITSM 7.6.03 and ARsystem 7.6, but am not sureand still have some questions. Specifically.. (1) Does ITSM 7.6 Patch 003 require a specific version of the ARSystem or MidTier in order to produce the new version of web reports? (2) Can ITSM 7.6 Patch 003 be installed on ARSystem 7.5 or must it be a ARSystem 7.6 server? (3) Are both the Crystal Reports and web reports versions included in ITSM 7.6 ? If so, how does the user select which one they want? (4) What technology is used to build and deploy the new web reports. Does this technology require an additional 3rd party license? (5) Can we custom-develop reports using this new web report technology, if we so desire (similar to what we do today via Crystal Reports)? If so, how can we go about doing this? Are there any white-papers describing this process? Thanks everyone! I hope someone else can alsobenefit from having these questions answered...Terry _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
Property Pass saving individual files
All, We are running ARS 7.1 with ITSM 7.0.3 with our assets in CMDB. We are looking to create individual property passes from this information. I know how to get the information and create a crystal report to be the property pass. However, without running the report on indivual assets one at a time, I am not sure how to run this same process and have it automatically save individual pdf files for each property pass. Any ideas? Thanks in advance. Brandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Strange behavior in Set Fields If qualification
Listers,
Posting again - there was an error in my earlier post + added more details.
--
I have come across an issue, possibly a bug.
I have a filter on a regular form that is doing a set fields action
The set fields is doing a lookup from a join form to bring the values
The Set Fields If (earlier post had Run If) qualification looks something like
this:
('Instance ID' = $Instance ID$ AND (EXTERNAL ($External Qual$))
The $External Qual$ value is based on user preference settings and cannot be
modified. The fields used in the $External Qual$ are referencing the Join Form.
The option to change the field types on any of the forms does not exist.
As an example the 'External Qual' field has the value: ('Status' = Assigned
AND 'Work Log Type' != General Information)
-- 'Status' is a selection field and coming from the primary form that
makes up the join
-- 'Work Log Type' is a selection field and coming from the secondary form
that makes up the join.
When the qualification has a selection field that is coming from the primary
form that makes up the join, then the set fields behaves as expected, bringing
the values back that match the Set Fields If qualification
However, when the qualification has a selection field that is coming from the
secondary form that makes up the join, then the set fields behaves as though
that selection field part of the qualification does not even exist.
Not sure any of you have come across this issue and if there is a workaround or
another way to overcome this issue. Any suggestions/input is valuable
Here's the environment details:
AR Server 7.1.0 Patch 6 on Linux
Oracle 10g R3 on Linux
ITSM 7.0.1 Patch 9
Thanks in advance,
--
Shyam
___
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Re: DNS entry for Server Group
Christopher: Did you ever get you 7.6.03 server group to fail over properly? I have a customer that's planning to update their 7.1 ARS server groups, and we're trying to figure out whether 7.5 or 7.6 is best for now. Thanks! --Phil -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of strauss Sent: Monday, November 01, 2010 17:57 To: arslist@ARSLIST.ORG Subject: Re: DNS entry for Server Group Off-list hints led me to add an A record in the Active Directory DNS in my forest for each IP address - the admin server and the member server - for the common server name alias. That name does not need to be added to campus DNS since it is only used by the servers to communicate amongst themselves. Today I started trying to test fail over of things like the mail system or the entire AR system, with no success at all. The mail server on the failover AR server never picks up the work - it remains suspended when the admin server mail service is shut down. It also remains suspended when I shut the entire admin server down, and in fact does not take over as the admin server - it starts crashing the armonitor and ar service constantly, with an ARERR - 90 against its own server name. When I rebooted the member server without the admin server running, the ar monitor crashed a half dozen times complete with a popup faulting error. When I rebooted both of them (after updating the hosts file on each with a pointer to the shortname of the server and the server group alias) they both either pop up application fault errors or crash continuously in the arerror.log or report unavailability of the FTS Plugin. Impressive. Since I have followed the server group configuration docs to the letter in almost every section (did not config Alerts), I am becoming convinced that server groups in 7.6.03 are completely dead on arrival. Depending on which server reboots first, one will constantly crash the arserver.exe, and the other will spit out plugin server errors or FTS plugin errors or both, and errors about not being able to connect to its own local AR Server (the ARERR 90's). There are no apps on this lash-up, just the two AR Servers, and they are behaving so badly today that I'm just going to shut them down. I'll open a ticket to support and give them a shot at the log files before abandoning the entire concept (of server groups). Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Murnane, Phil Sent: Thursday, October 28, 2010 4:00 PM To: arslist@ARSLIST.ORG Subject: Re: DNS entry for Server Group Funny you should mention this Christopher, I just had to do the same thing for a client. It seems the normal configuration is to point all ARS clients (user tool, mid-tier, API, etc) to the load balancer alias name, which is also the name of the server group. The load balancer then does its job and spreads the load among the group member servers. Since each member of the group knows the load balancer alias as itself, it doesn't really matter which server handles any given transaction (speaking generally, in practice there are sticky session matters to deal with). So what to do if you're not using a load balancer? We followed the instructions in the AR System guide for managing server groups and then added one additional step of our own -- for each host that will run an ARS client, we manually updated the hosts file to resolve the server group name to one of the group member server's IP address. We estimated the load each client would generate, and tried to balance that load across the member servers. Of course if a client is running on a member server, then it's efficient to have the server group name resolve to 127.0.0.1 (or the equivalent). It's important to note that all clients are configured with server name = group name except for admin class clients, who always have server name = admin server name. HTH, --Phil ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: DNS entry for Server Group
I never got the apps to install properly - ITSM 7.6.03 refused to install in a server group environment, even with the admin server that I was installing on taken out of the group. As a result I never even got to try the SRM, RKM, and SLM installations. I just finished bring the same server up completely with all apps in standalone mode - the cleanest install I've had lately except for RKM, and am debating just adding servers to the same db (no server group). I _might_ try to build a server group on the complete stack, but with the expectation that server groups are a black hole that you can pour time and energy into without ever finding the bottom. Needless to say, I am not impressed. It's no accident that there are dozens of KB articles on 7.x server group problems, and they are not exhaustive of the issues (nor always in agreement on the solutions). BTW, one lesson learned (now that you have to install FTS to support RKM) is that the ARS installer adds FTS to the ar.cfg incorrectly using the FQDN: Server-Plugin-Alias: ARSYS.ARF.FTS ARSYS.ARF.FTS servername.domain.unt.edu:9998 You won't notice it until you try to index something (we've never had FTS before, plus this is a brand new one in 7.6.03, so we would never have noticed), OR until you try to install RKM 7.6.03. It has to be changed to: Server-Plugin-Alias: ARSYS.ARF.FTS ARSYS.ARF.FTS servername:9998 ...preferably before the install. During my RKM install, it generated 177,000 error entries in the arerror.log when I didn't change it, but left it as installed by ARS 7.6.03 with the FQDN. Most of the errors that I have encountered in the server group testing involved plugin errors, and of course a lot of the plugins were converted from C to java in 7.6.03 so I don't expect them to work as reliably as they once did, anyway. The installers - ARS, Atrium, and the apps - like to switch between short server name and FQDN in how they define the Server-Plugin-Aliases, and I think that is a _major_ part of the problem, which becomes a fatal error in a server group. Until BMC sorts this out completely - and DOCUMENTS it, it may be more trouble than it's worth. The only people who have responded to me with information that are actually using server groups successfully (after numerous support tickets and changes to the ar.cfg/conf file) are on 7.5.00.006 or earlier, not 7.6.03. I cannot recommend 7.6.03 for server groups (yet;...ever??) without more testing than I probably have time for. It is more important to me to migrate to the 7.6.03 apps than to get server groups working, so I will not re-visit a 7.5/7.6.00 implementation, but will probably limit myself to having multiple servers on the same db. You may find 7.5 a safer route, since it sounds like a lot of sites (on arslist) have successfully upgraded their AR servers to 7.5 underneath the 7.0.x (or custom) applications. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Murnane, Phil Sent: Thursday, November 11, 2010 1:07 PM To: arslist@ARSLIST.ORG Subject: Re: DNS entry for Server Group Christopher: Did you ever get you 7.6.03 server group to fail over properly? I have a customer that's planning to update their 7.1 ARS server groups, and we're trying to figure out whether 7.5 or 7.6 is best for now. Thanks! --Phil -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of strauss Sent: Monday, November 01, 2010 17:57 To: arslist@ARSLIST.ORG Subject: Re: DNS entry for Server Group Off-list hints led me to add an A record in the Active Directory DNS in my forest for each IP address - the admin server and the member server - for the common server name alias. That name does not need to be added to campus DNS since it is only used by the servers to communicate amongst themselves. Today I started trying to test fail over of things like the mail system or the entire AR system, with no success at all. The mail server on the failover AR server never picks up the work - it remains suspended when the admin server mail service is shut down. It also remains suspended when I shut the entire admin server down, and in fact does not take over as the admin server - it starts crashing the armonitor and ar service constantly, with an ARERR - 90 against its own server name. When I rebooted the member server without the admin server running, the ar monitor crashed a half dozen times complete with a popup faulting error. When I rebooted both of them (after updating the hosts file on each with a pointer to the shortname of the server and the server group alias) they both either pop up application fault errors or crash continuously in the arerror.log or report unavailability of the FTS
SRD Service Request field mapping
I have an Advanced Interface form with fields I would like to map to the resulting Change. Where do I define the new AIF fields so that they are available choices on the SRD - Fulfillment Mapping Details - Service Request Fields - Selected Field listing? Thanks, Christine ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: DNS entry for Server Group
You have to remember that if the AR Server is looking for the FQDN, then you have to remember how the TCP packet will travel to get to that address. E.g. If its not in the local host of the AR server (which I recommend as well as having an IP-Name: FQDN in the ar.conf) then the packet could route out to front end side of the firewall and thus get rejected. I add the AR Servers and the front end address of the firewall to DNS for the client, but I also add the same details to the local host of the AR servers. Kind regards Danny Kellett -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of strauss Sent: 11 November 2010 19:56 To: arslist@ARSLIST.ORG Subject: Re: DNS entry for Server Group I never got the apps to install properly - ITSM 7.6.03 refused to install in a server group environment, even with the admin server that I was installing on taken out of the group. As a result I never even got to try the SRM, RKM, and SLM installations. I just finished bring the same server up completely with all apps in standalone mode - the cleanest install I've had lately except for RKM, and am debating just adding servers to the same db (no server group). I _might_ try to build a server group on the complete stack, but with the expectation that server groups are a black hole that you can pour time and energy into without ever finding the bottom. Needless to say, I am not impressed. It's no accident that there are dozens of KB articles on 7.x server group problems, and they are not exhaustive of the issues (nor always in agreement on the solutions). BTW, one lesson learned (now that you have to install FTS to support RKM) is that the ARS installer adds FTS to the ar.cfg incorrectly using the FQDN: Server-Plugin-Alias: ARSYS.ARF.FTS ARSYS.ARF.FTS servername.domain.unt.edu:9998 You won't notice it until you try to index something (we've never had FTS before, plus this is a brand new one in 7.6.03, so we would never have noticed), OR until you try to install RKM 7.6.03. It has to be changed to: Server-Plugin-Alias: ARSYS.ARF.FTS ARSYS.ARF.FTS servername:9998 ...preferably before the install. During my RKM install, it generated 177,000 error entries in the arerror.log when I didn't change it, but left it as installed by ARS 7.6.03 with the FQDN. Most of the errors that I have encountered in the server group testing involved plugin errors, and of course a lot of the plugins were converted from C to java in 7.6.03 so I don't expect them to work as reliably as they once did, anyway. The installers - ARS, Atrium, and the apps - like to switch between short server name and FQDN in how they define the Server-Plugin-Aliases, and I think that is a _major_ part of the problem, which becomes a fatal error in a server group. Until BMC sorts this out completely - and DOCUMENTS it, it may be more trouble than it's worth. The only people who have responded to me with information that are actually using server groups successfully (after numerous support tickets and changes to the ar.cfg/conf file) are on 7.5.00.006 or earlier, not 7.6.03. I cannot recommend 7.6.03 for server groups (yet;...ever??) without more testing than I probably have time for. It is more important to me to migrate to the 7.6.03 apps than to get server groups working, so I will not re-visit a 7.5/7.6.00 implementation, but will probably limit myself to having multiple servers on the same db. You may find 7.5 a safer route, since it sounds like a lot of sites (on arslist) have successfully upgraded their AR servers to 7.5 underneath the 7.0.x (or custom) applications. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Murnane, Phil Sent: Thursday, November 11, 2010 1:07 PM To: arslist@ARSLIST.ORG Subject: Re: DNS entry for Server Group Christopher: Did you ever get you 7.6.03 server group to fail over properly? I have a customer that's planning to update their 7.1 ARS server groups, and we're trying to figure out whether 7.5 or 7.6 is best for now. Thanks! --Phil -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of strauss Sent: Monday, November 01, 2010 17:57 To: arslist@ARSLIST.ORG Subject: Re: DNS entry for Server Group Off-list hints led me to add an A record in the Active Directory DNS in my forest for each IP address - the admin server and the member server - for the common server name alias. That name does not need to be added to campus DNS since it is only used by the servers to communicate amongst themselves. Today I started trying to test fail over of things like the mail system or the entire AR system, with no success at all. The mail server on the failover AR server never picks up the work - it
Re: DNS entry for Server Group
Christopher: Thanks for the detailed insights into your experience! I'm sure they will benefit many on the list. I'll probably end up following your advice and recommend either a monolithic server or a non-grouped shared database. Thanks Again, --Phil -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of strauss Sent: Thursday, November 11, 2010 14:56 To: arslist@ARSLIST.ORG Subject: Re: DNS entry for Server Group I never got the apps to install properly - ITSM 7.6.03 refused to install in a server group environment, even with the admin server that I was installing on taken out of the group. As a result I never even got to try the SRM, RKM, and SLM installations. I just finished bring the same server up completely with all apps in standalone mode - the cleanest install I've had lately except for RKM, and am debating just adding servers to the same db (no server group). I _might_ try to build a server group on the complete stack, but with the expectation that server groups are a black hole that you can pour time and energy into without ever finding the bottom. Needless to say, I am not impressed. It's no accident that there are dozens of KB articles on 7.x server group problems, and they are not exhaustive of the issues (nor always in agreement on the solutions). BTW, one lesson learned (now that you have to install FTS to support RKM) is that the ARS installer adds FTS to the ar.cfg incorrectly using the FQDN: Server-Plugin-Alias: ARSYS.ARF.FTS ARSYS.ARF.FTS servername.domain.unt.edu:9998 You won't notice it until you try to index something (we've never had FTS before, plus this is a brand new one in 7.6.03, so we would never have noticed), OR until you try to install RKM 7.6.03. It has to be changed to: Server-Plugin-Alias: ARSYS.ARF.FTS ARSYS.ARF.FTS servername:9998 ...preferably before the install. During my RKM install, it generated 177,000 error entries in the arerror.log when I didn't change it, but left it as installed by ARS 7.6.03 with the FQDN. Most of the errors that I have encountered in the server group testing involved plugin errors, and of course a lot of the plugins were converted from C to java in 7.6.03 so I don't expect them to work as reliably as they once did, anyway. The installers - ARS, Atrium, and the apps - like to switch between short server name and FQDN in how they define the Server-Plugin-Aliases, and I think that is a _major_ part of the problem, which becomes a fatal error in a server group. Until BMC sorts this out completely - and DOCUMENTS it, it may be more trouble than it's worth. The only people who have responded to me with information that are actually using server groups successfully (after numerous support tickets and changes to the ar.cfg/conf file) are on 7.5.00.006 or earlier, not 7.6.03. I cannot recommend 7.6.03 for server groups (yet;...ever??) without more testing than I probably have time for. It is more important to me to migrate to the 7.6.03 apps than to get server groups working, so I will not re-visit a 7.5/7.6.00 implementation, but will probably limit myself to having multiple servers on the same db. You may find 7.5 a safer route, since it sounds like a lot of sites (on arslist) have successfully upgraded their AR servers to 7.5 underneath the 7.0.x (or custom) applications. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Murnane, Phil Sent: Thursday, November 11, 2010 1:07 PM To: arslist@ARSLIST.ORG Subject: Re: DNS entry for Server Group Christopher: Did you ever get you 7.6.03 server group to fail over properly? I have a customer that's planning to update their 7.1 ARS server groups, and we're trying to figure out whether 7.5 or 7.6 is best for now. Thanks! --Phil -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of strauss Sent: Monday, November 01, 2010 17:57 To: arslist@ARSLIST.ORG Subject: Re: DNS entry for Server Group Off-list hints led me to add an A record in the Active Directory DNS in my forest for each IP address - the admin server and the member server - for the common server name alias. That name does not need to be added to campus DNS since it is only used by the servers to communicate amongst themselves. Today I started trying to test fail over of things like the mail system or the entire AR system, with no success at all. The mail server on the failover AR server never picks up the work - it remains suspended when the admin server mail service is shut down. It also remains suspended when I shut the entire admin server down, and in fact does not take over as the admin server - it starts crashing the armonitor and ar
Re: DNS entry for Server Group
At the time that the app installs last failed and I gave up, I had IP-Name addresses in the server ar.cfg files for both admin and member servers with short name, FQDN, and IP address, as well as a Domain-Name entry, and entries for the server group and servers (by short and long name) in the local hosts files, and the server group under two A records in my Active Directory DNS. There was never any load balancer involved. I turned every knob in the documentation and in the knowledgebase articles, as well as a few that support told me to try, and the app installers still would not install properly. My favorite was when the ITSM 7.6.03 installer completed Successfully, but installed only the Foundation module, skipping Incident, Problem, Change, and Asset. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Danny Kellett Sent: Thursday, November 11, 2010 2:46 PM To: arslist@ARSLIST.ORG Subject: Re: DNS entry for Server Group You have to remember that if the AR Server is looking for the FQDN, then you have to remember how the TCP packet will travel to get to that address. E.g. If its not in the local host of the AR server (which I recommend as well as having an IP-Name: FQDN in the ar.conf) then the packet could route out to front end side of the firewall and thus get rejected. I add the AR Servers and the front end address of the firewall to DNS for the client, but I also add the same details to the local host of the AR servers. Kind regards Danny Kellett -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of strauss Sent: 11 November 2010 19:56 To: arslist@ARSLIST.ORG Subject: Re: DNS entry for Server Group I never got the apps to install properly - ITSM 7.6.03 refused to install in a server group environment, even with the admin server that I was installing on taken out of the group. As a result I never even got to try the SRM, RKM, and SLM installations. I just finished bring the same server up completely with all apps in standalone mode - the cleanest install I've had lately except for RKM, and am debating just adding servers to the same db (no server group). I _might_ try to build a server group on the complete stack, but with the expectation that server groups are a black hole that you can pour time and energy into without ever finding the bottom. Needless to say, I am not impressed. It's no accident that there are dozens of KB articles on 7.x server group problems, and they are not exhaustive of the issues (nor always in agreement on the solutions). BTW, one lesson learned (now that you have to install FTS to support RKM) is that the ARS installer adds FTS to the ar.cfg incorrectly using the FQDN: Server-Plugin-Alias: ARSYS.ARF.FTS ARSYS.ARF.FTS servername.domain.unt.edu:9998 You won't notice it until you try to index something (we've never had FTS before, plus this is a brand new one in 7.6.03, so we would never have noticed), OR until you try to install RKM 7.6.03. It has to be changed to: Server-Plugin-Alias: ARSYS.ARF.FTS ARSYS.ARF.FTS servername:9998 ...preferably before the install. During my RKM install, it generated 177,000 error entries in the arerror.log when I didn't change it, but left it as installed by ARS 7.6.03 with the FQDN. Most of the errors that I have encountered in the server group testing involved plugin errors, and of course a lot of the plugins were converted from C to java in 7.6.03 so I don't expect them to work as reliably as they once did, anyway. The installers - ARS, Atrium, and the apps - like to switch between short server name and FQDN in how they define the Server-Plugin-Aliases, and I think that is a _major_ part of the problem, which becomes a fatal error in a server group. Until BMC sorts this out completely - and DOCUMENTS it, it may be more trouble than it's worth. The only people who have responded to me with information that are actually using server groups successfully (after numerous support tickets and changes to the ar.cfg/conf file) are on 7.5.00.006 or earlier, not 7.6.03. I cannot recommend 7.6.03 for server groups (yet;...ever??) without more testing than I probably have time for. It is more important to me to migrate to the 7.6.03 apps than to get server groups working, so I will not re-visit a 7.5/7.6.00 implementation, but will probably limit myself to having multiple servers on the same db. You may find 7.5 a safer route, since it sounds like a lot of sites (on arslist) have successfully upgraded their AR servers to 7.5 underneath the 7.0.x (or custom) applications. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request
Re: SRD Service Request field mapping
Out of curiosity, did you use the AIF that includes back end mapping? That is the easiest way to do it because then you just have an Active Link do a Set Fields action from your fields to the out of the box ones which are already mapped. Thanks, Shawn Pierson Remedy Developer | Southern Union 5444 Westheimer Rd. Houston, TX 77056 | 713.989.7226 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Christine Sent: Thursday, November 11, 2010 2:17 PM To: arslist@ARSLIST.ORG Subject: SRD Service Request field mapping I have an Advanced Interface form with fields I would like to map to the resulting Change. Where do I define the new AIF fields so that they are available choices on the SRD - Fulfillment Mapping Details - Service Request Fields - Selected Field listing? Thanks, Christine ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SRD Service Request field mapping
Thanks for the quick reply. I did not use the AIF with backend mapping. I looked at that first. We needed a form where people could indicate all the items needed by a new employee. I ended up creating a non-mapped AIF form with checkbox items for phones, pc's, applications, application responsibilities and roles, sales organization tabs/fields, tech org tab/fields and lots of other stuff in embedded pages. It was my understanding that I would have had to create all the extra fields on the fulfillment form as well. Now, I may be wrong on that as I haven't had any training. I read the manuals, read this board and do a lot of testing. Christine On Nov 11, 2:36 pm, Pierson, Shawn shawn.pier...@sug.com wrote: Out of curiosity, did you use the AIF that includes back end mapping? That is the easiest way to do it because then you just have an Active Link do a Set Fields action from your fields to the out of the box ones which are already mapped. Thanks, Shawn Pierson Remedy Developer | Southern Union 5444 Westheimer Rd. Houston, TX 77056 |713.989.7226 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Christine Sent: Thursday, November 11, 2010 2:17 PM To: arsl...@arslist.org Subject: SRD Service Request field mapping I have an Advanced Interface form with fields I would like to map to the resulting Change. Where do I define the new AIF fields so that they are available choices on the SRD - Fulfillment Mapping Details - Service Request Fields - Selected Field listing? Thanks, Christine ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are Private and confidential as detailed here:http://www.sug.com/disclaimers/default.htm#Mail. If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Remedy OnDemand - SaaS platform discussion
Hi, Ben - I do agree this list is a great way to get details out; I'm very happy the original poster listed his concerns so I could address them. On the other hand, I know this site is for technical issues and the last thing I want to do is discuss BMC offerings like On Demand if the list doesn't want to read them. Spam'ming this list could make Kelly Deaver demand I return my Remedy Rock Star t-shirt I hope I addressed all the open issues for the moment; if there's anything else I missed let me know. And remember - most Tues . mornings, 9:00 a.m. central, I discuss and demo RoD on our webinar site - sign up at www.bmc.com/events ! (SD on Force, our other on demand offering, has demos on Thursdays...) Anne Brock Principal SC, BMC Software *** opinions are my own not necessarily BMC's *** From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Benedetto Cantatore Sent: Thursday, November 11, 2010 1:47 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion ** Anne, While I understand that details are changing, I don't believe they're changing that fast that they couldn't be listed here, with updates added to the thread. You have an oppurtunity to discuss RoD to individuals who have shut down on the idea and won't take the extra step to go discuss this with their sales rep. Also, if there is any misinformation, it's your chance to dispell it. I'm presently considering upgrading to 7.6 and along with that comes the question of scaling my current Remedy environment. I'm not seriously considering RoD, but intrigued enough to read the thread. There's a cost to upgrading hardware/software and potentially RoD could make sense. A statement that customizations aren't allowed is definately a deal breaker, so reading that, I definately wouldn't pursue. Then reading your comment that it is allowed, I'm again somewhat opened minded towards it. If you feel Rod is a strong service, then embracing this thread is a good way to promote it. Ben Cantatore Remedy Manager (914) 457-6209 Emerging Health IT 3 Odell Plaza Yonkers, New York 10701 anne_br...@bmc.com 11/11/10 11:58 AM Apologies for places we contradicted each other (and hopefully I gave you the correct info!) but RoD has been a very fast-moving project, and things have changed already - for example, we used to not allow customizations, now we do. That's why I recommend that anyone on this list contact your account rep if you are interested and they can get you current details (caveat - details may change again! we're listening to our customers, and so adjusting as we go). Appreciate everyone's interest! Anne Brock Principal SC, BMC Software *** opinions are my own*** From: Action Request System discussion list(ARSList) [arsl...@arslist.org] On Behalf Of Chowdhury, Tauf [tauf.chowdh...@frx.com] Sent: Thursday, November 11, 2010 8:42 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion ** Anne, Thanks for all the info and clarifying on some points. I will tell you that the BMC rep at the presentation did contradict some of your points. I apologize if I misspoke but I think it points to the fact that the BMC folks trying to sell this need to get on the same page! Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault Sent: Thursday, November 11, 2010 11:34 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion Hi Ann, i just realized you posted already. My question is, are all the database instances in the same database server? How are the resources from the database server shared among all the instances? Is the storage shared too? Guillaume From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of Brock, Anne [anne_br...@bmc.com] Sent: Thursday, November 11, 2010 11:13 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy OnDemand - SaaS platform discussion ** Please talk to your account reps if you want to learn more about Remedy on Demand! Here are my comments, but please review our website and talk to your rep for official comments. I wouldn't normally post this much to this list, but I didn't want some misconceptions getting hardened in stone. 1) You do NOT share your database with other companies. You have your own database instance. You can choose to use multi-tenancy within that, but you have your own set of apps, your own database 2) We provide Dev, Test and Production environments 3) You own the data (if you're going with BMC - I can't speak to other vendors) 4) Because it's the same application regardless of whether you are doing On Demand or On Premise, if you switch from On Demand to On Premise, you
Remedy 7.5 Change Management Collision Detection
Hi arslist, Any idea how the Collision Detection works on the Change module under 7.5. I see link Collision Detection under the Advanced, that available for each change request, but not sure what should be done in order to display change tickets that collide by time or CIs. Any help would be highly appreciated. Regards, Mike Ilmer ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Remedy 7.5 Change Management Collision Detection
Mike, you have to relate some CIs to the Change Requests. The CD will show if multiple RFCs have scheduled changes to the same CIs for the same outage windows. Rick On Thu, Nov 11, 2010 at 4:29 PM, Mike Ilmer mike.il...@tdameritrade.comwrote: ** Hi arslist, Any idea how the Collision Detection works on the Change module under 7.5. I see link Collision Detection under the Advanced, that available for each change request, but not sure what should be done in order to display change tickets that collide by time or CIs. Any help would be highly appreciated. Regards, Mike Ilmer _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SRD Service Request field mapping
I may recommend two options: 1) conditional PDT with multiple AOTs. This would require a quite complex set of task group templates. 2) the advanced interface form with whatever fields and business logic attached to it. Then when work order get created, run the custom workflow and generate related tasks based on the checkboxes on your custom form. hth -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Christine Sent: Thursday, November 11, 2010 4:55 PM To: arslist@ARSLIST.ORG Subject: Re: SRD Service Request field mapping Thanks for the quick reply. I did not use the AIF with backend mapping. I looked at that first. We needed a form where people could indicate all the items needed by a new employee. I ended up creating a non-mapped AIF form with checkbox items for phones, pc's, applications, application responsibilities and roles, sales organization tabs/fields, tech org tab/fields and lots of other stuff in embedded pages. It was my understanding that I would have had to create all the extra fields on the fulfillment form as well. Now, I may be wrong on that as I haven't had any training. I read the manuals, read this board and do a lot of testing. Christine On Nov 11, 2:36 pm, Pierson, Shawn shawn.pier...@sug.com wrote: Out of curiosity, did you use the AIF that includes back end mapping? That is the easiest way to do it because then you just have an Active Link do a Set Fields action from your fields to the out of the box ones which are already mapped. Thanks, Shawn Pierson Remedy Developer | Southern Union 5444 Westheimer Rd. Houston, TX 77056 |713.989.7226 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Christine Sent: Thursday, November 11, 2010 2:17 PM To: arsl...@arslist.org Subject: SRD Service Request field mapping I have an Advanced Interface form with fields I would like to map to the resulting Change. Where do I define the new AIF fields so that they are available choices on the SRD - Fulfillment Mapping Details - Service Request Fields - Selected Field listing? Thanks, Christine __ _ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are Private and confidential as detailed here:http://www.sug.com/disclaimers/default.htm#Mail. If you cannot access the link, please e-mail sender. __ _ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Some questions regarding ITSM 7.6.03/ARSystem 7.6 and the new web-reports option...
It is not a Patch it is a dot release, 7.6.03 It requires ARS 7.6.03 and Mid-tier 7.6.03 The new reporting console does not include the Crystal reports from what I have seen at a customer site. I do not know the technology used I do not understand what you mean by custom develop reports, you can have a person doing the reports and then post them to the new report console so that all users can see them. -Original Message- From: Terry Bootsma tboot...@objectpath.com To: arslist arslist@ARSLIST.ORG Sent: Thu, Nov 11, 2010 12:40 pm Subject: Some questions regarding ITSM 7.6.03/ARSystem 7.6 and the new web-reports option... ** Hi arslist! Thought I would pose these questions so that all those who are up to speed on the latest ITSM 7.6.03 release could answer. I've looked through the release notes on ITSM 7.6.03 and ARsystem 7.6, but am not sure and still have some questions. Specifically.. (1)Does ITSM 7.6 Patch 003 require a specific version of the ARSystem or MidTier in order to produce the new version of “web reports”? (2)Can ITSM 7.6 Patch 003 be installed on ARSystem 7.5 or must it be a ARSystem 7.6 server? (3)Are both the Crystal Reports and “web reports” versions included in ITSM 7.6 ? If so, how does the user select which one they want? (4)What technology is used to build and deploy the new “web reports”. Does this technology require an additional 3rd party license? (5)Can we custom-develop reports using this new “web report” technology, if we so desire (similar to what we do today via Crystal Reports)? If so, how can we go about doing this? Are there any white-papers describing this process? Thanks everyone! I hope someone else can also benefit from having these questions answered... Terry _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SRD Service Request field mapping
Hi Cristine, Best way to do this would be 1. make a new form by copying OOB AIF with backend mapping. 2. hide all the non required OOB fields and you can create new fields based on your requirement. 3. use set field actions for setting the values. (You can also use Application Target Data form for mapping Sr Type fields for OOB Incident, change, WO fields) 4. Use this AIF and create SRD (ofcourse, AOT, PDT would be required for creation of SRD) Hope this information will help. I am using SRM 2.2 as reference for this information - Vinay Vermani Remedy Professional Toronto- GTA On Thu, Nov 11, 2010 at 4:54 PM, Christine christineperryi...@yahoo.comwrote: Thanks for the quick reply. I did not use the AIF with backend mapping. I looked at that first. We needed a form where people could indicate all the items needed by a new employee. I ended up creating a non-mapped AIF form with checkbox items for phones, pc's, applications, application responsibilities and roles, sales organization tabs/fields, tech org tab/fields and lots of other stuff in embedded pages. It was my understanding that I would have had to create all the extra fields on the fulfillment form as well. Now, I may be wrong on that as I haven't had any training. I read the manuals, read this board and do a lot of testing. Christine On Nov 11, 2:36 pm, Pierson, Shawn shawn.pier...@sug.com wrote: Out of curiosity, did you use the AIF that includes back end mapping? That is the easiest way to do it because then you just have an Active Link do a Set Fields action from your fields to the out of the box ones which are already mapped. Thanks, Shawn Pierson Remedy Developer | Southern Union 5444 Westheimer Rd. Houston, TX 77056 |713.989.7226 -Original Message- From: Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] On Behalf Of Christine Sent: Thursday, November 11, 2010 2:17 PM To: arsl...@arslist.org Subject: SRD Service Request field mapping I have an Advanced Interface form with fields I would like to map to the resulting Change. Where do I define the new AIF fields so that they are available choices on the SRD - Fulfillment Mapping Details - Service Request Fields - Selected Field listing? Thanks, Christine ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail. If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SRD Service Request field mapping
Hi Christine The data is already saved on the AIF and if you don't want to replicate the data on multiple forms, you could view the Advanced Interface Form using View Service Request -- More Details. If this is too many clicks, I would recommend creating a button and dynamically opening the corresponding AIF. I usually hide the View Service Request link if the Request is using AIF. Hope this helps. Thanks Mahesh On Thu, Nov 11, 2010 at 3:54 PM, Christine christineperryi...@yahoo.comwrote: Thanks for the quick reply. I did not use the AIF with backend mapping. I looked at that first. We needed a form where people could indicate all the items needed by a new employee. I ended up creating a non-mapped AIF form with checkbox items for phones, pc's, applications, application responsibilities and roles, sales organization tabs/fields, tech org tab/fields and lots of other stuff in embedded pages. It was my understanding that I would have had to create all the extra fields on the fulfillment form as well. Now, I may be wrong on that as I haven't had any training. I read the manuals, read this board and do a lot of testing. Christine On Nov 11, 2:36 pm, Pierson, Shawn shawn.pier...@sug.com wrote: Out of curiosity, did you use the AIF that includes back end mapping? That is the easiest way to do it because then you just have an Active Link do a Set Fields action from your fields to the out of the box ones which are already mapped. Thanks, Shawn Pierson Remedy Developer | Southern Union 5444 Westheimer Rd. Houston, TX 77056 |713.989.7226 -Original Message- From: Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] On Behalf Of Christine Sent: Thursday, November 11, 2010 2:17 PM To: arsl...@arslist.org Subject: SRD Service Request field mapping I have an Advanced Interface form with fields I would like to map to the resulting Change. Where do I define the new AIF fields so that they are available choices on the SRD - Fulfillment Mapping Details - Service Request Fields - Selected Field listing? Thanks, Christine ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail. If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Some questions regarding ITSM 7.6.03/ARSystem 7.6 and the new web-reports option...
1. Roger is correct. You must upgrade ITSM to 7.6.03 for ITSM to recognize and utilize the web reporting feature in AR System 7.6.03. Previous versions of ITSM would still point to the Crystal based reports. 2. ITSM 7.6.03 requires AR System 7.6.03. 3. The ability to run both Crystal and web reports is included in AR System 7.6.03, yes. However, only the web report versions are included with ITSM 7.6.03. You can certainly re-load the older crystal versions from previous versions of ITSM if you like. 4. It is an open source reporting technology and does not require an additional 3rd party license. 5. Yes, you can create new reports – although web reporting is intended as a basic reporting utility and will not have all of the power and options found in Business Objects. To create a new report, just create a new report through the Reports Console. You can do this either directly from the Home Page, or from a results list – just like you do today with AR System based reports. -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 Roger Justice Sent: Thursday, November 11, 2010 2:50 PM To: arslist@ARSLIST.ORG Subject: Re: Some questions regarding ITSM 7.6.03/ARSystem 7.6 and the new web-reports option... ** It is not a Patch it is a dot release, 7.6.03 It requires ARS 7.6.03 and Mid-tier 7.6.03 The new reporting console does not include the Crystal reports from what I have seen at a customer site. I do not know the technology used I do not understand what you mean by custom develop reports, you can have a person doing the reports and then post them to the new report console so that all users can see them. -Original Message- From: Terry Bootsma tboot...@objectpath.com To: arslist arslist@ARSLIST.ORG Sent: Thu, Nov 11, 2010 12:40 pm Subject: Some questions regarding ITSM 7.6.03/ARSystem 7.6 and the new web-reports option... ** Hi arslist! Thought I would pose these questions so that all those who are up to speed on the latest ITSM 7.6.03 release could answer. I've looked through the release notes on ITSM 7.6.03 and ARsystem 7.6, but am not sure and still have some questions. Specifically.. (1)Does ITSM 7.6 Patch 003 require a specific version of the ARSystem or MidTier in order to produce the new version of “web reports”? (2)Can ITSM 7.6 Patch 003 be installed on ARSystem 7.5 or must it be a ARSystem 7.6 server? (3)Are both the Crystal Reports and “web reports” versions included in ITSM 7.6 ? If so, how does the user select which one they want? (4)What technology is used to build and deploy the new “web reports”. Does this technology require an additional 3rd party license? (5)Can we custom-develop reports using this new “web report” technology, if we so desire (similar to what we do today via Crystal Reports)? If so, how can we go about doing this? Are there any white-papers describing this process? Thanks everyone! I hope someone else can also benefit from having these questions answered... Terry _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_
Re: Error on ModifyAll operation.
Hello Luisa, I am on Version 7.0.01 Patch 004. Could you please share the version that you are using? With Regards, Anuj Dua From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Luisa Clotilde Carena Sent: Thursday, November 11, 2010 4:07 PM To: arslist@ARSLIST.ORG Subject: Rif: Error on ModifyAll operation. I solved this issue installing ARSUser with patch 4 oh highter. ciao Luisa Carena Gestione Postazioni Periferiche e Asset SGS BP Gruppo Banco Popolare via Negroni 12 - 28100 Novara Tel: 0321-663995 Email: luisaclotilde.car...@sgsbp.it Anuj DUA anuj@st.com - 11/11/2010 11.23 Inviato da: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG Per favore, rispondere a arslist@ARSLIST.ORG Per: arslist@ARSLIST.ORG CC: Oggetto: Error on ModifyAll operation. ** Hello, We are getting error following error when using modify all operation on shr:categorization form. ARERR [326] Required field cannot be reset to a NULL value : 7 ARERR [326] Required field cannot be reset to a NULL value : 536870917 But there is no such error comes when simple modification is done. Thanks to help me in resolving the issue. With Regards, Anuj Dua _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ La presente comunicazione e' destinata esclusivamente al soggetto indicato piu' sopra quale destinatario o ad eventuali altri soggetti autorizzati a riceverla. Essa contiene informazioni strettamente confidenziali e riservate, la cui comunicazione o diffusione a terzi e' proibita, salvo che non sia stata espressamente autorizzata.Se avete ricevuto questa comunicazione per errore, Vi preghiamo di darne immediata comunicazione al mittente e di cancellarne ogni evidenza dai Vostri supporti.
SLM 7.5 or 7.6 / CI Outage / Availability %
Hi all. So I've been trying to figure this out for a while and it seems like I'm missing something obvious. I'm hoping one of you can answer this for me. I have an SLA that I need to build. I want to service level targets for incident response/resolution times, etc - that's straight forward. I also have a set of servers that I want to track availability % (say goal of 98). How do I, with the Service Level Target for CI Outage/availability%, set a goal so I know when I'm close or when I'm breached/close to breaching on a given server? I see compliance and warning levels on the SLA, but that is for the SLA in general, I want to see per server. I suppose I could set the SLM status manually with a milestone but it doesn't seem like my need is very unique, it seems like there should be a goal and a warning value I should be able to set and the tool would take it from there. Am I missing something? Jack Covert Corporate IT Remedy Support Team Remedy Support Team Home Page http://collaborate.mckesson.com/sites/esm/remedy http://collaborate.mckesson.com/sites/esm/remedy Remedy QA Sessions on Thursdays @ 10:30 AM PT Details on Remedy Support Team Home Page ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
