Re: ARS Licenses
Doug, thanks for the indepth explanation from an offical source. Could you please elaborate on 4). What exactly do you mean by within the configurable interval (generally measured in seconds) after closing the last browser window of any browser windows opened by the mid-tier for the user Which interval do you mean? The Session Timeout (Minutes)* in the mid- tier configuration? Or Floating License 1 or 2 hours interval? Apart from the specification what interval you mean, I understand that closing a browser window the floating license will be released not immediately but after an interval. Is that correct? Mark On 17 Nov., 18:18, Mueller, Doug doug_muel...@bmc.com wrote: Folks, To try and help clarify the situation here Floating licenses are released: 1) Immediately whenever you logout of the system using a formal logout 2) Windows client -- immediately if you login as a different user as that does a logout of the first user and then a login of the new 3) Windows client -- whenever you exit the client normally (I say exit normally because if you hard kill it or it crashes, that is not a normal exit and I want to be REALLY clear) 4) Web client 7.5 or later -- within the configurable interval (generally measured in seconds) after closing the last browser window of any browser windows opened by the mid-tier for the user (pre 7.5, closing the browser did not do a logout) 5) API client -- make sure you call the ARTermination() API call as that is the logout call and releases immediately on that call 6) After the configured timeout interval (min 1 hour, default 2 hours) of no API calls from the corresponding client where a license is held 7) If released by an Administrator (yes, an Admin can release a license but there are restrictions about being able to release a license from a given user at most 1 time per license token release interval (min 1 hour, default 2 hours -- the same timer as #6) These are all the different ways that floating licenses (and in fact other licenses too from a housekeeping perspective) are released. You can see the interaction and granting and releasing happening by turning on User logging. About the Read (Floating) designation... That indicates a user who is present in the system and is entitled to a Floating token but they have not done any work yet so they don't hold a token at this time. Any work they do will immediately try and obtain a token and grab one if available. But, they don't hold one at this time. I hope this has been helpful. Doug Mueller -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Danny Kellett Sent: Wednesday, November 17, 2010 7:07 AM To: arsl...@arslist.org Subject: Re: ARS Licenses Hi, I believe the lowest is an hour. So even if the user logs out after using it for a minute, the system will free this back in 59 minutes. There is an ar.conf setting License-Timeout but the min setting is an hour. Regards Danny Hi Listers, I have a few licensing questions. For how long is a floating license locked until another use can use it? Will the token be released when the user logs out? When the license manager shows a license (Read) Floating, does it mean another use can use it? How often can I assign a fixed license to another use? Mark ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are- Zitierten Text ausblenden - - Zitierten Text anzeigen - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SQL Timing
Thanks for all of the input. I created a PERL script to parse the API logs into separate files by threadid. I then walked each file and calculated the difference between the start and end of a transaction. From what I can tell it is accurate and I have been able to pull some very nasty end user SQL. If anybody is interested I will share the PERL script. On Tue, Nov 16, 2010 at 5:00 AM, Misi Mladoniczky m...@rrr.se wrote: Hi, None of these are actually 100% sufficient. Some databases gives you an end-tag, but some do not. If you put FLTR/ESCL/API/SQL into the same file, you can track the thread and see when a call stopped by looking at the following row of the thread. Sometimes though, internal things in the ARServer takes time that is not possilbe to track... 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. Frank, SQL Queries are correlated via TID (Thread ID). If you look for a specific query, and then look for the next instance of that thread ID the line should be 'OK'...the OK is the end of the SQL Query. If you are looking to perform general SQL timing, there are a number of tools on the BMCDN that will parse API/SQL logs and give you lots of good statistics. Contact me offline if you need specifics. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Frank Caruso Sent: Monday, November 15, 2010 11:38 AM To: arslist@ARSLIST.ORG Subject: SQL Timing Haven't had to do this in a while and thought I understood the logic but am confused about how, from an SQL log, can you tell how long the query took? I can see the query start but I don't see anything indicating when it finished. For an Update statement I see the commit. Frank ___ 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: SQL Timing
Frank, Yes, we're all interested in your perl log parser! Please share/post/mail/attach it. Thanks! Doug (no, one of the other Dougs) Doug -- Doug Blair Sent from my iPhone4, typographic errors likely +1-224-558-5462 On Nov 19, 2010, at 6:21 AM, Frank Caruso caruso.fr...@gmail.com wrote: ** Thanks for all of the input. I created a PERL script to parse the API logs into separate files by threadid. I then walked each file and calculated the difference between the start and end of a transaction. From what I can tell it is accurate and I have been able to pull some very nasty end user SQL. If anybody is interested I will share the PERL script. On Tue, Nov 16, 2010 at 5:00 AM, Misi Mladoniczky m...@rrr.se wrote: Hi, None of these are actually 100% sufficient. Some databases gives you an end-tag, but some do not. If you put FLTR/ESCL/API/SQL into the same file, you can track the thread and see when a call stopped by looking at the following row of the thread. Sometimes though, internal things in the ARServer takes time that is not possilbe to track... 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. Frank, SQL Queries are correlated via TID (Thread ID). If you look for a specific query, and then look for the next instance of that thread ID the line should be 'OK'...the OK is the end of the SQL Query. If you are looking to perform general SQL timing, there are a number of tools on the BMCDN that will parse API/SQL logs and give you lots of good statistics. Contact me offline if you need specifics. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Frank Caruso Sent: Monday, November 15, 2010 11:38 AM To: arslist@ARSLIST.ORG Subject: SQL Timing Haven't had to do this in a while and thought I understood the logic but am confused about how, from an SQL log, can you tell how long the query took? I can see the query start but I don't see anything indicating when it finished. For an Update statement I see the commit. Frank ___ 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 _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: JDK Issue on Mid Tier
Which version MidTier? For 7.6.03 I used the JRE as well /opt/jdk1.5.0_22/jre Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Frank Caruso Sent: Thursday, November 18, 2010 5:17 PM To: arslist@ARSLIST.ORG Subject: Re: JDK Issue on Mid Tier ** Which would be easy to do if I knew exactly what it is looking for? In classic Remedy fashion it does not like what it sees, tells you it doesn't like it but not why! (Sorry, needed to vent for a second). -Original Message- On Thu, Nov 18, 2010 at 4:40 PM, Joe Martin D'Souza jdso...@shyle.net wrote: ** I remember having this issue as well.. Rick was on the right track. Only since its unix, you would need to create symbolic links to the files it does not find, in the place that it expects to find them.. Cheers Joe -Original Message- On Nov 18, 2010 3:33 PM, patrick zandi remedy...@gmail.com wrote: I thought it was JDK patch plus JRE folder.. Patrick Zandi -Original Message- On Thu, Nov 18, 2010 at 4:03 PM, Frank Caruso caruso.fr...@gmail.comwrote: Solaris 10 JDK 1.5.0_20 Having issue where installer will not accept the path I give it to the JDK. I have tried every possible combination but it still fails. It does accept the JRE path. Do I have to use JDK 12? Thank you Frank ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
JDK Issue on Mid Tier
Hello, I don't think the problem has been specifically stated - Fred, what exactly is the problem? Does Tomcat not start? Does it start and Midtier fails? Can you get to the Midtier config login page and does it fail when you login? Or, is your specific problem that the BMC installer is failing? In which case, why not download Tomcat 6 and the Midtier war file? In my opinion, this is a much easier way to install Midtier - you gain the experience of learning about Tomcat, war files, JDKs, etc. which aids troubleshooting later. I would recommend you do not use JDK1.5.0 as I do not believe it's supported by Oracle. John -- Single Sign On for the AR System http://www.javasystemsolutions.com/jss/ssoplugin ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: JDK Issue on Mid Tier
7.6.3 The JRE path works but not the JDK. On Nov 19, 2010, at 9:14 AM, Grooms, Frederick W frederick.w.gro...@xo.com wrote: Which version MidTier? For 7.6.03 I used the JRE as well /opt/jdk1.5.0_22/jre Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Frank Caruso Sent: Thursday, November 18, 2010 5:17 PM To: arslist@ARSLIST.ORG Subject: Re: JDK Issue on Mid Tier ** Which would be easy to do if I knew exactly what it is looking for? In classic Remedy fashion it does not like what it sees, tells you it doesn't like it but not why! (Sorry, needed to vent for a second). -Original Message- On Thu, Nov 18, 2010 at 4:40 PM, Joe Martin D'Souza jdso...@shyle.net wrote: ** I remember having this issue as well.. Rick was on the right track. Only since its unix, you would need to create symbolic links to the files it does not find, in the place that it expects to find them.. Cheers Joe -Original Message- On Nov 18, 2010 3:33 PM, patrick zandi remedy...@gmail.com wrote: I thought it was JDK patch plus JRE folder.. Patrick Zandi -Original Message- On Thu, Nov 18, 2010 at 4:03 PM, Frank Caruso caruso.fr...@gmail.comwrote: Solaris 10 JDK 1.5.0_20 Having issue where installer will not accept the path I give it to the JDK. I have tried every possible combination but it still fails. It does accept the JRE path. Do I have to use JDK 12? Thank you Frank ___ 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: JDK Issue on Mid Tier
I cannot get the installer passed the section where it asks for the Java paths. It takes the JRE path but not the JDK. This is all 32bit. On Nov 19, 2010, at 9:22 AM, John Baker jba...@javasystemsolutions.com wrote: Hello, I don't think the problem has been specifically stated - Fred, what exactly is the problem? Does Tomcat not start? Does it start and Midtier fails? Can you get to the Midtier config login page and does it fail when you login? Or, is your specific problem that the BMC installer is failing? In which case, why not download Tomcat 6 and the Midtier war file? In my opinion, this is a much easier way to install Midtier - you gain the experience of learning about Tomcat, war files, JDKs, etc. which aids troubleshooting later. I would recommend you do not use JDK1.5.0 as I do not believe it's supported by Oracle. John -- Single Sign On for the AR System http://www.javasystemsolutions.com/jss/ssoplugin ___ 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
JDK Issue on Mid Tier
Frank, Then forget the installer and download Tomcat and the war file. It's not a tricky task to set them up manually: 1. Unpack Tomcat. 2. Place war file in webapps, call it arsys.war 3. Add this line to the tomcat/bin/catalina.sh file: export LD_LIBRARY_PATH=/path/to/tomcat/webapps/arsys/WEB-INF/lib 4. Start Tomcat: bin/catalina.sh start 5. Job done? John -- Single Sign On for the AR System http://www.javasystemsolutions.com/jss/ssoplugin ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SQL Timing
I would also like a copy of the Perl script. Thanks! From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Doug Blair Sent: Friday, November 19, 2010 8:47 AM To: arslist@ARSLIST.ORG Subject: Re: SQL Timing ** Frank, Yes, we're all interested in your perl log parser! Please share/post/mail/attach it. Thanks! Doug (no, one of the other Dougs) Doug -- Doug Blair Sent from my iPhone4, typographic errors likely +1-224-558-5462 On Nov 19, 2010, at 6:21 AM, Frank Caruso caruso.fr...@gmail.commailto:caruso.fr...@gmail.com wrote: ** Thanks for all of the input. I created a PERL script to parse the API logs into separate files by threadid. I then walked each file and calculated the difference between the start and end of a transaction. From what I can tell it is accurate and I have been able to pull some very nasty end user SQL. If anybody is interested I will share the PERL script. On Tue, Nov 16, 2010 at 5:00 AM, Misi Mladoniczky m...@rrr.semailto:m...@rrr.se wrote: Hi, None of these are actually 100% sufficient. Some databases gives you an end-tag, but some do not. If you put FLTR/ESCL/API/SQL into the same file, you can track the thread and see when a call stopped by looking at the following row of the thread. Sometimes though, internal things in the ARServer takes time that is not possilbe to track... 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. Frank, SQL Queries are correlated via TID (Thread ID). If you look for a specific query, and then look for the next instance of that thread ID the line should be 'OK'...the OK is the end of the SQL Query. If you are looking to perform general SQL timing, there are a number of tools on the BMCDN that will parse API/SQL logs and give you lots of good statistics. Contact me offline if you need specifics. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso Sent: Monday, November 15, 2010 11:38 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: SQL Timing Haven't had to do this in a while and thought I understood the logic but am confused about how, from an SQL log, can you tell how long the query took? I can see the query start but I don't see anything indicating when it finished. For an Update statement I see the commit. Frank ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug11 www.wwrug.comhttp://www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug11 www.wwrug.comhttp://www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug11 www.wwrug.comhttp://www.wwrug.com ARSList: Where the Answers Are _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message.
Re: SQL Timing
(it's Friday right?) But a Rockstar never the less :) On Nov 19, 2010 5:48 AM, Doug Blair d...@blairing.com wrote: Frank, Yes, we're all interested in your perl log parser! Please share/post/mail/attach it. Thanks! Doug (no, one of the other Dougs) Doug -- Doug Blair Sent from my iPhone4, typographic errors likely +1-224-558-5462 On Nov 19, 2010, at 6:21 AM, Frank Caruso caruso.fr...@gmail.com wrote: ** Thanks for all of the input. I created a PERL script to parse the API logs into separate files by threadid. I then walked each file and calculated the difference between the start and end of a transaction. From what I can tell it is accurate and I have been able to pull some very nasty end user SQL. If anybody is interested I will share the PERL script. On Tue, Nov 16, 2010 at 5:00 AM, Misi Mladoniczky m...@rrr.se wrote: Hi, None of these are actually 100% sufficient. Some databases gives you an end-tag, but some do not. If you put FLTR/ESCL/API/SQL into the same file, you can track the thread and see when a call stopped by looking at the following row of the thread. Sometimes though, internal things in the ARServer takes time that is not possilbe to track... 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. Frank, SQL Queries are correlated via TID (Thread ID). If you look for a specific query, and then look for the next instance of that thread ID the line should be 'OK'...the OK is the end of the SQL Query. If you are looking to perform general SQL timing, there are a number of tools on the BMCDN that will parse API/SQL logs and give you lots of good statistics. Contact me offline if you need specifics. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Frank Caruso Sent: Monday, November 15, 2010 11:38 AM To: arslist@ARSLIST.ORG Subject: SQL Timing Haven't had to do this in a while and thought I understood the logic but am confused about how, from an SQL log, can you tell how long the query took? I can see the query start but I don't see anything indicating when it finished. For an Update statement I see the commit. Frank ___ 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 _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: Sending an attachment with an html template email
Are you calling the attachment field somewhere in the html template? Try putting #$$AtachmentFieldName$$# in your template (double check my '#$$' syntax, I can't look up an example right now and haven't had my first cup of coffee yet). Jason On Nov 18, 2010 1:48 PM, Reiser, John J john.j.rei...@lmco.com wrote: Hello Listers, ARS 7.1.0 Patch 4 MS SQL2005 I'm trying to set up a Notification action that sends an email ( formatted with an HMTL Template) with a PDF attachment. The form used in the Escalation has an attachment pool with a single attachment field. I was hoping to send a nice looking HTML formatted email and the file stored in the attachment field. If I remove the template the attachment file gets sent. If I have a template (HTML) the attachment is missing. All fields and the form are Public. All fields are added to the email message under Fields | Include Fields | All . I'm even sending it to my admin account name instead of an email address so the notify action can resolve the permissions for the account. Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: EXTERNAL: Re: Sending an attachment with an html template email
Jason, I call out the Attachment Field not the Pool. #$$Briefing Download$$# I get the name of the file followed by the text (see attachment) But there is no attachment. I even have the two short cuts for the ARTask and the web URL checked. They are not included either. If I remove the Template I get all of the attachments and the URL in the email. I guess I have to build the HTML in a character field and load that during the Notification. Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jason Miller Sent: Friday, November 19, 2010 10:00 AM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Sending an attachment with an html template email ** Are you calling the attachment field somewhere in the html template? Try putting #$$AtachmentFieldName$$# in your template (double check my '#$$' syntax, I can't look up an example right now and haven't had my first cup of coffee yet). Jason On Nov 18, 2010 1:48 PM, Reiser, John J john.j.rei...@lmco.commailto:john.j.rei...@lmco.com wrote: Hello Listers, ARS 7.1.0 Patch 4 MS SQL2005 I'm trying to set up a Notification action that sends an email ( formatted with an HMTL Template) with a PDF attachment. The form used in the Escalation has an attachment pool with a single attachment field. I was hoping to send a nice looking HTML formatted email and the file stored in the attachment field. If I remove the template the attachment file gets sent. If I have a template (HTML) the attachment is missing. All fields and the form are Public. All fields are added to the email message under Fields | Include Fields | All . I'm even sending it to my admin account name instead of an email address so the notify action can resolve the permissions for the account. Thank you, --- 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug11 www.wwrug.comhttp://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
vcredist.msi error and BOXI 3.1 install with Analytics
I am currently trying to install SAP BOXI 3.1 SP2 (the version which comes with BMC Analytics). I am getting an error which says I need to utilize a file called vcredist.msi. I can't seem to get by this error. Has anyone seen this? Is there a known fix? Any help is appreciated. Gordon M. Frank Lockheed Martin ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: vcredist.msi error and BOXI 3.1 install with Analytics
It sounds like you do not have the Microsoft Visual C redistributable DLL(s) on your system. This can be pulled free from the Microsoft downloads site. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Frank, Gordon M. (CMS/CTR) Sent: Friday, November 19, 2010 9:20 AM To: arslist@ARSLIST.ORG Subject: vcredist.msi error and BOXI 3.1 install with Analytics ** I am currently trying to install SAP BOXI 3.1 SP2 (the version which comes with BMC Analytics). I am getting an error which says I need to utilize a file called vcredist.msi. I can't seem to get by this error. Has anyone seen this? Is there a known fix? Any help is appreciated. Gordon M. Frank Lockheed Martin ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: EXTERNAL: Re: Sending an attachment with an html template email
Additional note. The attachments are in the AR System Email Messages form but they don't get sent. --- 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 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Reiser, John J Sent: Friday, November 19, 2010 10:11 AM To: arslist@ARSLIST.ORG Subject: Re: EXTERNAL: Re: Sending an attachment with an html template email ** Jason, I call out the Attachment Field not the Pool. #$$Briefing Download$$# I get the name of the file followed by the text (see attachment) But there is no attachment. I even have the two short cuts for the ARTask and the web URL checked. They are not included either. If I remove the Template I get all of the attachments and the URL in the email. I guess I have to build the HTML in a character field and load that during the Notification. Thanks, --- 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 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jason Miller Sent: Friday, November 19, 2010 10:00 AM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Sending an attachment with an html template email ** Are you calling the attachment field somewhere in the html template? Try putting #$$AtachmentFieldName$$# in your template (double check my '#$$' syntax, I can't look up an example right now and haven't had my first cup of coffee yet). Jason On Nov 18, 2010 1:48 PM, Reiser, John J john.j.rei...@lmco.commailto:john.j.rei...@lmco.com wrote: Hello Listers, ARS 7.1.0 Patch 4 MS SQL2005 I'm trying to set up a Notification action that sends an email ( formatted with an HMTL Template) with a PDF attachment. The form used in the Escalation has an attachment pool with a single attachment field. I was hoping to send a nice looking HTML formatted email and the file stored in the attachment field. If I remove the template the attachment file gets sent. If I have a template (HTML) the attachment is missing. All fields and the form are Public. All fields are added to the email message under Fields | Include Fields | All . I'm even sending it to my admin account name instead of an email address so the notify action can resolve the permissions for the account. Thank you, --- 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug11 www.wwrug.comhttp://www.wwrug.com ARSList: Where the Answers Are _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
Re: EXTERNAL: Re: Sending an attachment with an html template email
In the AR System Email Templates form, There's a tab for Template Attachments. What happens, if you add an attachment in there, and then send the email? If it doesn't pick up the Attachment from there, and add it to the outbound email, then I would submit a defect to BMC. If it does pick up THAT attachment, then you could possible look at updating that attachment (in the Email Templates form) with a push fields action to push from your attachment pool/field, To that attachment pool/field. HTH Matt P. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Reiser, John J Sent: Friday, November 19, 2010 9:29 AM To: arslist@ARSLIST.ORG Subject: Re: EXTERNAL: Re: Sending an attachment with an html template email ** Additional note. The attachments are in the AR System Email Messages form but they don't get sent. --- 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 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Reiser, John J Sent: Friday, November 19, 2010 10:11 AM To: arslist@ARSLIST.ORG Subject: Re: EXTERNAL: Re: Sending an attachment with an html template email ** Jason, I call out the Attachment Field not the Pool. #$$Briefing Download$$# I get the name of the file followed by the text (see attachment) But there is no attachment. I even have the two short cuts for the ARTask and the web URL checked. They are not included either. If I remove the Template I get all of the attachments and the URL in the email. I guess I have to build the HTML in a character field and load that during the Notification. Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jason Miller Sent: Friday, November 19, 2010 10:00 AM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Sending an attachment with an html template email ** Are you calling the attachment field somewhere in the html template? Try putting #$$AtachmentFieldName$$# in your template (double check my '#$$' syntax, I can't look up an example right now and haven't had my first cup of coffee yet). Jason On Nov 18, 2010 1:48 PM, Reiser, John J john.j.rei...@lmco.commailto:john.j.rei...@lmco.com wrote: Hello Listers, ARS 7.1.0 Patch 4 MS SQL2005 I'm trying to set up a Notification action that sends an email ( formatted with an HMTL Template) with a PDF attachment. The form used in the Escalation has an attachment pool with a single attachment field. I was hoping to send a nice looking HTML formatted email and the file stored in the attachment field. If I remove the template the attachment file gets sent. If I have a template (HTML) the attachment is missing. All fields and the form are Public. All fields are added to the email message under Fields | Include Fields | All . I'm even sending it to my admin account name instead of an email address so the notify action can resolve the permissions for the account. Thank you, --- 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug11 www.wwrug.comhttp://www.wwrug.com ARSList: Where the Answers Are _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _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
Re: ARS Licenses
Hi Mark, There is a third parameter provided with 7.5.00 (and later) to cover #4. To set the timer, edit the License Release Timeout field in the BMC Remedy Mid Tier Configuration Tool. From the What's New Guide for 7.5.00: Licenses released when closing browser or navigating away from the mid tier You can set a delay timer that releases an AR System user license associated with a user if that user navigates away from the mid tier or does not log out of the BMC Remedy Mid Tier properly by closing the last browser window associated with the current HTTP session. The mid tier initiates a delay timer when the user closes the last browser window associated with the established HTTP session. When the delay timer expires, the user's license is released, and the HTTP session terminated. If the user navigates back to the mid-tier URL before the delay time expires, the delay timer is cancelled, and the current HTTP session is resumed. To set the timer, edit the License Release Timeout field in the BMC Remedy Mid Tier Configuration Tool. See the General settings section of the BMC Remedy Mid Tier Guide. -David J. Easter Sr. Product Manager, Enterprise Service Management BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Mark Milke Sent: Friday, November 19, 2010 3:37 AM To: arslist@ARSLIST.ORG Subject: Re: ARS Licenses Doug, thanks for the indepth explanation from an offical source. Could you please elaborate on 4). What exactly do you mean by within the configurable interval (generally measured in seconds) after closing the last browser window of any browser windows opened by the mid-tier for the user Which interval do you mean? The Session Timeout (Minutes)* in the mid- tier configuration? Or Floating License 1 or 2 hours interval? Apart from the specification what interval you mean, I understand that closing a browser window the floating license will be released not immediately but after an interval. Is that correct? Mark On 17 Nov., 18:18, Mueller, Doug doug_muel...@bmc.com wrote: Folks, To try and help clarify the situation here Floating licenses are released: 1) Immediately whenever you logout of the system using a formal logout 2) Windows client -- immediately if you login as a different user as that does a logout of the first user and then a login of the new 3) Windows client -- whenever you exit the client normally (I say exit normally because if you hard kill it or it crashes, that is not a normal exit and I want to be REALLY clear) 4) Web client 7.5 or later -- within the configurable interval (generally measured in seconds) after closing the last browser window of any browser windows opened by the mid-tier for the user (pre 7.5, closing the browser did not do a logout) 5) API client -- make sure you call the ARTermination() API call as that is the logout call and releases immediately on that call 6) After the configured timeout interval (min 1 hour, default 2 hours) of no API calls from the corresponding client where a license is held 7) If released by an Administrator (yes, an Admin can release a license but there are restrictions about being able to release a license from a given user at most 1 time per license token release interval (min 1 hour, default 2 hours -- the same timer as #6) These are all the different ways that floating licenses (and in fact other licenses too from a housekeeping perspective) are released. You can see the interaction and granting and releasing happening by turning on User logging. About the Read (Floating) designation... That indicates a user who is present in the system and is entitled to a Floating token but they have not done any work yet so they don't hold a token at this time. Any work they do will immediately try and obtain a token and grab one if available. But, they don't hold one at this time. I hope this has been helpful. Doug Mueller -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Danny Kellett Sent: Wednesday, November 17, 2010 7:07 AM To: arsl...@arslist.org Subject: Re: ARS Licenses Hi, I believe the lowest is an hour. So even if the user logs out after using it for a minute, the system will free this back in 59 minutes. There is an ar.conf setting License-Timeout but the min setting is an hour. Regards Danny Hi Listers, I have a few licensing questions. For how long is a floating license locked until another use can use it? Will the
Re: EXTERNAL: Re: Sending an attachment with an html template email
Matt, I tried it and it did not send the file. However I did see a note in the 7.6 manual that says attachments when using HTML templates can only be graphic files types. Even though I'm on 7.1.0 I think this may apply to me as well. The 7.1 docs don't have the warning but the rest of the paragraph about attachments with HTML Templates talks about .gif or .jpg files. I'm guessing that is for embellishments to the html layout. I'll keep trying. Thanks, --- 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 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Matthew Perrault Sent: Friday, November 19, 2010 10:47 AM To: arslist@ARSLIST.ORG Subject: Re: EXTERNAL: Re: Sending an attachment with an html template email ** In the AR System Email Templates form, There's a tab for Template Attachments. What happens, if you add an attachment in there, and then send the email? If it doesn't pick up the Attachment from there, and add it to the outbound email, then I would submit a defect to BMC. If it does pick up THAT attachment, then you could possible look at updating that attachment (in the Email Templates form) with a push fields action to push from your attachment pool/field, To that attachment pool/field. HTH Matt P. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Reiser, John J Sent: Friday, November 19, 2010 9:29 AM To: arslist@ARSLIST.ORG Subject: Re: EXTERNAL: Re: Sending an attachment with an html template email ** Additional note. The attachments are in the AR System Email Messages form but they don't get sent. --- 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 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Reiser, John J Sent: Friday, November 19, 2010 10:11 AM To: arslist@ARSLIST.ORG Subject: Re: EXTERNAL: Re: Sending an attachment with an html template email ** Jason, I call out the Attachment Field not the Pool. #$$Briefing Download$$# I get the name of the file followed by the text (see attachment) But there is no attachment. I even have the two short cuts for the ARTask and the web URL checked. They are not included either. If I remove the Template I get all of the attachments and the URL in the email. I guess I have to build the HTML in a character field and load that during the Notification. Thanks, --- 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 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jason Miller Sent: Friday, November 19, 2010 10:00 AM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Sending an attachment with an html template email ** Are you calling the attachment field somewhere in the html template? Try putting #$$AtachmentFieldName$$# in your template (double check my '#$$' syntax, I can't look up an example right now and haven't had my first cup of coffee yet). Jason On Nov 18, 2010 1:48 PM, Reiser, John J john.j.rei...@lmco.commailto:john.j.rei...@lmco.com wrote: Hello Listers, ARS 7.1.0 Patch 4 MS SQL2005 I'm trying to set up a Notification action that sends an email ( formatted with an HMTL Template) with a PDF attachment. The form used in the Escalation has an attachment pool with a single attachment field. I was hoping to send a nice looking HTML formatted email and the file stored in the attachment field. If I remove the template the attachment file gets sent. If I have a template (HTML) the attachment is missing. All fields and the form are Public. All fields are added to the email message under Fields | Include Fields | All . I'm even sending it to my admin account name instead of an email address so the notify action can resolve the permissions for the account. Thank you, --- 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug11 www.wwrug.comhttp://www.wwrug.com ARSList: Where the Answers Are _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the
Re: EXTERNAL: Re: Sending an attachment with an html template email
What about having them in the AR System Email Attachments form? Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Reiser, John J Sent: Friday, November 19, 2010 11:20 AM To: arslist@ARSLIST.ORG Subject: Re: EXTERNAL: Re: Sending an attachment with an html template email ** Matt, I tried it and it did not send the file. However I did see a note in the 7.6 manual that says attachments when using HTML templates can only be graphic files types. Even though I'm on 7.1.0 I think this may apply to me as well. The 7.1 docs don't have the warning but the rest of the paragraph about attachments with HTML Templates talks about .gif or .jpg files. I'm guessing that is for embellishments to the html layout. I'll keep trying. Thanks, --- 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 Matthew Perrault Sent: Friday, November 19, 2010 10:47 AM To: arslist@ARSLIST.ORG Subject: Re: EXTERNAL: Re: Sending an attachment with an html template email ** In the AR System Email Templates form, There's a tab for Template Attachments. What happens, if you add an attachment in there, and then send the email? If it doesn't pick up the Attachment from there, and add it to the outbound email, then I would submit a defect to BMC. If it does pick up THAT attachment, then you could possible look at updating that attachment (in the Email Templates form) with a push fields action to push from your attachment pool/field, To that attachment pool/field. HTH Matt P. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Reiser, John J Sent: Friday, November 19, 2010 9:29 AM To: arslist@ARSLIST.ORG Subject: Re: EXTERNAL: Re: Sending an attachment with an html template email ** Additional note. The attachments are in the AR System Email Messages form but they don't get sent. --- 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 Reiser, John J Sent: Friday, November 19, 2010 10:11 AM To: arslist@ARSLIST.ORG Subject: Re: EXTERNAL: Re: Sending an attachment with an html template email ** Jason, I call out the Attachment Field not the Pool. #$$Briefing Download$$# I get the name of the file followed by the text (see attachment) But there is no attachment. I even have the two short cuts for the ARTask and the web URL checked. They are not included either. If I remove the Template I get all of the attachments and the URL in the email. I guess I have to build the HTML in a character field and load that during the Notification. Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jason Miller Sent: Friday, November 19, 2010 10:00 AM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Sending an attachment with an html template email ** Are you calling the attachment field somewhere in the html template? Try putting #$$AtachmentFieldName$$# in your template (double check my '#$$' syntax, I can't look up an example right now and haven't had my first cup of coffee yet). Jason On Nov 18, 2010 1:48 PM, Reiser, John J john.j.rei...@lmco.com wrote: Hello Listers, ARS 7.1.0 Patch 4 MS SQL2005 I'm trying to set up a Notification action that sends an email ( formatted with an HMTL Template) with a PDF attachment. The form used in the Escalation has an attachment pool with a single attachment field. I was hoping to send a nice looking HTML formatted email and the file stored in the attachment field. If I remove the template the attachment file gets sent. If I have a template (HTML) the attachment is missing. All fields and the form are Public. All fields are added to the email message under Fields | Include Fields | All . I'm even sending it to my admin account name instead of an email address so the notify action can resolve the permissions for the account. Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns
Re: EXTERNAL: Re: Sending an attachment with an html template email
This makes me think you are close. Did you restart the email engine after updating the HTML template? The templates are cached (for a half hour by default if I remember correctly). Jason On Fri, Nov 19, 2010 at 7:28 AM, Reiser, John J john.j.rei...@lmco.comwrote: ** Additional note. The attachments are in the AR System Email Messages form but they don’t get sent. --- 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 *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Reiser, John J *Sent:* Friday, November 19, 2010 10:11 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: EXTERNAL: Re: Sending an attachment with an html template email ** Jason, I call out the Attachment Field not the Pool. #$$Briefing Download$$# I get the name of the file followed by the text (see attachment) But there is no attachment. I even have the two short cuts for the ARTask and the web URL checked. They are not included either. If I remove the Template I get all of the attachments and the URL in the email. I guess I have to build the HTML in a character field and load that during the Notification. Thanks, --- 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 *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Jason Miller *Sent:* Friday, November 19, 2010 10:00 AM *To:* arslist@ARSLIST.ORG *Subject:* EXTERNAL: Re: Sending an attachment with an html template email ** Are you calling the attachment field somewhere in the html template? Try putting #$$AtachmentFieldName$$# in your template (double check my '#$$' syntax, I can't look up an example right now and haven't had my first cup of coffee yet). Jason On Nov 18, 2010 1:48 PM, Reiser, John J john.j.rei...@lmco.com wrote: Hello Listers, ARS 7.1.0 Patch 4 MS SQL2005 I'm trying to set up a Notification action that sends an email ( formatted with an HMTL Template) with a PDF attachment. The form used in the Escalation has an attachment pool with a single attachment field. I was hoping to send a nice looking HTML formatted email and the file stored in the attachment field. If I remove the template the attachment file gets sent. If I have a template (HTML) the attachment is missing. All fields and the form are Public. All fields are added to the email message under Fields | Include Fields | All . I'm even sending it to my admin account name instead of an email address so the notify action can resolve the permissions for the account. Thank you, --- 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _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
Re: EXTERNAL: Re: Sending an attachment with an html template email
Just want to make sure we are all on the same page... Do you want the attachment to be dynamic based on what is stored in each record's attachment field (Briefing Download) or a static attachment? From the original description I assumed that you want the attachment to change based on the source record. Each record/email will have a different 'Briefing Download' attachment. Using the attachment functionality in the AR System Email Templates form will send the same attachment every time. For example we have an HTML template that is used to send people an email when they are approved for remote access. The HTML template configuration includes some static installation and configuration instructions. Jason On Fri, Nov 19, 2010 at 9:20 AM, Reiser, John J john.j.rei...@lmco.comwrote: ** Matt, I tried it and it did not send the file. However I did see a note in the 7.6 manual that says attachments when using HTML templates can only be graphic files types. Even though I’m on 7.1.0 I think this may apply to me as well. The 7.1 docs don’t have the warning but the rest of the paragraph about attachments with HTML Templates talks about .gif or .jpg files. I’m guessing that is for embellishments to the html layout. I’ll keep trying. Thanks, --- 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 *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Matthew Perrault *Sent:* Friday, November 19, 2010 10:47 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: EXTERNAL: Re: Sending an attachment with an html template email ** In the AR System Email Templates form, There’s a tab for Template Attachments. What happens, if you add an attachment in there, and then send the email? If it doesn’t pick up the Attachment from there, and add it to the outbound email, then I would submit a defect to BMC. If it does pick up THAT attachment, then you could possible look at updating that attachment (in the Email Templates form) with a push fields action to push from your attachment pool/field, To that attachment pool/field. HTH Matt P. *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Reiser, John J *Sent:* Friday, November 19, 2010 9:29 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: EXTERNAL: Re: Sending an attachment with an html template email ** Additional note. The attachments are in the AR System Email Messages form but they don’t get sent. --- 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 *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Reiser, John J *Sent:* Friday, November 19, 2010 10:11 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: EXTERNAL: Re: Sending an attachment with an html template email ** Jason, I call out the Attachment Field not the Pool. #$$Briefing Download$$# I get the name of the file followed by the text (see attachment) But there is no attachment. I even have the two short cuts for the ARTask and the web URL checked. They are not included either. If I remove the Template I get all of the attachments and the URL in the email. I guess I have to build the HTML in a character field and load that during the Notification. Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Jason Miller *Sent:* Friday, November 19, 2010 10:00 AM *To:* arslist@ARSLIST.ORG *Subject:* EXTERNAL: Re: Sending an attachment with an html template email ** Are you calling the attachment field somewhere in the html template? Try putting #$$AtachmentFieldName$$# in your template (double check my '#$$' syntax, I can't look up an example right now and haven't had my first cup of coffee yet). Jason On Nov 18, 2010 1:48 PM, Reiser, John J john.j.rei...@lmco.com wrote: Hello Listers, ARS 7.1.0 Patch 4 MS SQL2005 I'm trying to set up a Notification action that sends an email ( formatted with an HMTL Template) with a PDF attachment. The form used in the Escalation has an attachment pool with a single attachment field. I was hoping to send a nice looking HTML formatted email and the file stored in the attachment field. If I remove the template the attachment
Re: EXTERNAL: Re: Sending an attachment with an html template email
No problem at all. I understand completely, I just did some testing to avoid my work :) I got the same results as you with ARS 7.5 p1. I included the fields that I wanted in the Notify action, including one attachment field. It sent the dynamic attachments no problem. Following my earlier suggestion of adding the attachment field to the HTIML template is an unnecessary step. It ended up including BSM_Interoperability_7.5.pdf (see attachment ) in the message body where I placed the attachment field tag (#$$AttPL01_Fld01$$#) in addition to including the attachment BSM_Interoperability_7.5.pdf. Jason On Fri, Nov 19, 2010 at 10:35 AM, Matthew Perrault matthew.perra...@genmills.com wrote: ** I’m going to answer for John (sorry I know that’s not appropriate, but I can’t help it àit’s Friday and I don’t want to do my own work… J ) Dynamic Attachment Yes, using the Attachment Functionality in AR System Email Templates is usually static and just gets added to the outbound email if that template is specified. But you can dynamically update it with a push fields if you wanted. I was just trying to determine if even the static would work for him, and give him some other options to get it to go out. We’re on ITSM 7.1, and in the CTM:Email System form, a person has the ability to send an email with an attachment. We use an HTML template for those emails, and when someone adds an attachment it still comes through fine. In the filter that actually sends the email, we specified the fields to be sent in the email (didn’t use all, picked the fields specifically), and one of them was the Attachment field, And it works fine. So its strange that it’s not working for John. Of course we’re on ARS 7.1. Patch 8 Maybe patch level? *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Jason Miller *Sent:* Friday, November 19, 2010 12:02 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: EXTERNAL: Re: Sending an attachment with an html template email ** Just want to make sure we are all on the same page... Do you want the attachment to be dynamic based on what is stored in each record's attachment field (Briefing Download) or a static attachment? From the original description I assumed that you want the attachment to change based on the source record. Each record/email will have a different 'Briefing Download' attachment. Using the attachment functionality in the AR System Email Templates form will send the same attachment every time. For example we have an HTML template that is used to send people an email when they are approved for remote access. The HTML template configuration includes some static installation and configuration instructions. Jason On Fri, Nov 19, 2010 at 9:20 AM, Reiser, John J john.j.rei...@lmco.com wrote: ** Matt, I tried it and it did not send the file. However I did see a note in the 7.6 manual that says attachments when using HTML templates can only be graphic files types. Even though I’m on 7.1.0 I think this may apply to me as well. The 7.1 docs don’t have the warning but the rest of the paragraph about attachments with HTML Templates talks about .gif or .jpg files. I’m guessing that is for embellishments to the html layout. I’ll keep trying. Thanks, --- 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 *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Matthew Perrault *Sent:* Friday, November 19, 2010 10:47 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: EXTERNAL: Re: Sending an attachment with an html template email ** In the AR System Email Templates form, There’s a tab for Template Attachments. What happens, if you add an attachment in there, and then send the email? If it doesn’t pick up the Attachment from there, and add it to the outbound email, then I would submit a defect to BMC. If it does pick up THAT attachment, then you could possible look at updating that attachment (in the Email Templates form) with a push fields action to push from your attachment pool/field, To that attachment pool/field. HTH Matt P. *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Reiser, John J *Sent:* Friday, November 19, 2010 9:29 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: EXTERNAL: Re: Sending an attachment with an html template email ** Additional note. The attachments are in the AR System Email Messages form but they don’t get sent. --- 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
Creating a report from task table
I'm trying to figure out how to create a report from a Problem ticket from one of the tasks. The challenge is I need to extract all the Work Info History entries created within this task. This is a table and I'm not sure if I can use the: ToolsReporting function to do this. Has anyone out there done this? If so would you be willing to share? Thanks, larry b. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: $Request ID$ info in body but not in subject of email
This is not good. We put variables into the subject of our emails a lot. :( Lisa From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Thursday, November 18, 2010 5:16 PM To: arslist@ARSLIST.ORG Subject: Re: $Request ID$ info in body but not in subject of email ** We a similar issue, and it's not just related to the $Request ID$ field but any variables you may pass to the Subject line come across as null. BMC had no solution for this so I rewrote the subject lines of my emails to where you wouldn't easily be able to tell, e.g. changing $Firstname$ $Lastname$ is requesting a new username to New user request $Firstname$ $Lastname$. Hopefully BMC releases a patch for this soon. I've tried everything from recreating my Filters from scratch to using other fields, to trying to trigger emails from various types of interactions with records (e.g. Create vs. Modify) and I can't detect a specific pattern to it. I'm on 7.5 Patch 4 in production and Patch 6 in development, and it still happens in both environments consistently. Thanks, Shawn Pierson Remedy Developer | Southern Union From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sharon Menachem Sent: Thursday, November 18, 2010 1:49 PM To: arslist@ARSLIST.ORG Subject: $Request ID$ info in body but not in subject of email ** Hi All, 7.5 patch 3 no ITSM I have some outgoing emails that are set up with the $Request ID$ both in the subject and body of the email. Only the prefix of the Request Id appears in the subject, but not the numbers, and yet the complete correct request id appears in the body of the same email. Anyone? Thanks, Sharon _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _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: $Request ID$ info in body but not in subject of email
I will be out of the office until November 29th please contact John Morris ( jmorris1) 570-587-6174 if your problem needs attentioin The information contained in this message may be CONFIDENTIAL and is for the intended addressee only. Any unauthorized use, dissemination of the information, or copying of this message is prohibited. If you are not the intended addressee, please notify the sender immediately and delete this message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
BMC Atrium Discovery and Dependency (formerly Tideway)
Good afternoon, Our company is evaluating BMC's discovery product and I was wondering if any of you are using it, and if so what your thoughts are. We have some issues because we already have a couple of discovery tools and we have two already integrated via AIE, but the Tideway product's ability to do application fingerprinting and more generate more meaningful relationships seems promising. Feel free to contact me off-list if you would like but I would love to hear feedback about this product, good or bad. Thanks, Shawn Pierson Remedy Developer | Southern Union 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: Working as designed type defects
Everyone, This topic has several different facets. I will try and address the different aspects I see. 1) Consistency of functionality across application is important. Absolutely. Everything from using consistent wording to consistent options, to consistent interaction. This should be true across all applications. Now, are the applications as good as they should be in some cases? No. Are they getting better with every release? Yes Is the goal to keep working on things so that there is more and more consistency of interaction? Yes There are times when there are changes to interaction that hit different applications at different times. That can introduce some temporary inconsistency until the other application(s) catch up with the new approach. But, those are a different type of issue. The things called out on this thread are about wording and operation and function for specific operations type consistency. This should be done better. 2) As designed response from support Well, there is always the balance of something being wrong or something working the way the product was intended. So, yes, even when there is some inconsistency of operation, if the product is working as it was intended (we will get to whether the intended was good or not in a bit), the answer you are getting is an accurate one. If something isn't working, then that is different. That may be a design error if it is not working. If something is not working, then you should push back on the as designed labelling. If it is working but is just not doing what you would like (or is not the same as some other application) this is not a design error -- it is doing what it was designed to do -- but it is something that could be done better to allow the solution as a whole to do better. What I have seen in this thread is that things are working but you would like them to be working differently so that the same things are the same way in different applications (and that is a justified desire) 3) The RFE (Request for Enhancement) process Now, if something is working and you want it to work differently, that is an enhancement request to the system. This is true whether it is just to work differently in isolation or whether it is to change it to work like it does somewhere else. This is no different than asking for a new capability of the system. Customers are always encouraged to submit enhancement requests to add to or alter the behavior of the system to do better for them. We have to treat RFEs differently than defects (bugs). A bug is not working and it should be fixed so that it works. No one will be disrupted by a feature that didn't work that now does. However an enhancement that adds functionality or changes how something interacts when it was working before can be disruptive and so needs to come in as a new feature in a release. I understand that there is subtlety here and that there are gray areas between things. And, you should feel free to have a discussion if something does fall into the gray area. But, most things will clearly fall on one side of the line or the other. There is a process for handling things on either side of the line to allow the best and most orderly response. Would it be better if there were no inconsistencies? You bet! But, they do creep in sometimes. We need to be diligent about working them out of the system. So, if you have had things that are as designed that are working but you wish they worked differently, please enter an RFE for the change to have it considered for a product enhancement. If you have things that are as designed but are NOT working, then it is fair to ask how something can be designed to not work! Your input is invaluable in helping to move the product forward. Input from customers has led to a number of significant cleanups in the applications in the past few releases and we are getting good response to the 7.6.3 release and another wave of consistency is coming in the next few releases. Also, some modularization going on inside the applications is making it more likely that consistent interaction will occur in many areas with more sharing of logic and interaction. This is a good discussion and it is important to keep BMC honest and not just hide behind an as designed shield. Please keep up the pressure. But, I hope this note has helped to explain a bit about why there are differences in something not working at all vs. not working best because another way is better and why they are different and why the difference is an important one in deciding how to respond to the report. I hope it also has helped encourage more submissions of RFEs to report consistency problems and ask for better in future releases. Doug Mueller From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault Sent: Wednesday, November 10, 2010 10:54 AM To:
Re: Creating a report from task table
** That sounds like a subreport, which you'll need a more advanced reporting tool to accomplish (Crystal. . .). Alternatives I've seen suggested are to run two reports, write an application to do the report, buy Crystal, or get the free Jasper. What we did for a special case was create an html page that uses _javascript_ to tell the web browser to run two AR System reports and display them one after another in one view. This is nice because you can have the first report be a Report style, and the second be a Column style. Not very supportable, though. . . Brien On 11/19/2010 12:12 PM, Larry Barnes wrote: ** I'm trying to figure out how to create a report from a Problem ticket from one of the tasks. The challenge is I need to extract all the Work Info History entries created within this task. This is a table and I'm not sure if I can use the: ToolsReporting function to do this. Has anyone out there done this? If so would you be willing to share? Thanks, larry b. _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
Re: Working as designed type defects
Doug, Thanks for the clarifications. I guess there are multiple schools of thought on this but your logic makes sense. One issue, though, is with the RFE process itself. I've never worked on applications that were being sold outside of my employer so I haven't had to deal with it before, but it seems like the RFE process is a bit mysterious. We can submit RFEs, but there doesn't seem to be a good way to tell what is going on with them. If I were to submit an RFE that I was passionate about, but there was no way of knowing if BMC engineering were evaluating it or actually going to enhance the feature in the next version, I would be discouraged from submitting many more RFEs after that. It does seem like our RFEs often go into a black hole, which has an impact on those of us that do both ARS development and support ITSM. For example, if I submit an RFE and get no feedback from BMC, I don't have sufficient information to decide whether to go ahead and build the solution myself as a customization, or if I should tell my customers it would be released in a patch in two months or if it will be included in ITSM 8.0 to be released even further out. I think if the RFE process were a little less mysterious, we would be more inclined to submit them. Thanks, Shawn Pierson Remedy Developer | Southern Union From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Mueller, Doug Sent: Friday, November 19, 2010 1:49 PM To: arslist@ARSLIST.ORG Subject: Re: Working as designed type defects ** Everyone, This topic has several different facets. I will try and address the different aspects I see. 1) Consistency of functionality across application is important. Absolutely. Everything from using consistent wording to consistent options, to consistent interaction. This should be true across all applications. Now, are the applications as good as they should be in some cases? No. Are they getting better with every release? Yes Is the goal to keep working on things so that there is more and more consistency of interaction? Yes There are times when there are changes to interaction that hit different applications at different times. That can introduce some temporary inconsistency until the other application(s) catch up with the new approach. But, those are a different type of issue. The things called out on this thread are about wording and operation and function for specific operations type consistency. This should be done better. 2) As designed response from support Well, there is always the balance of something being wrong or something working the way the product was intended. So, yes, even when there is some inconsistency of operation, if the product is working as it was intended (we will get to whether the intended was good or not in a bit), the answer you are getting is an accurate one. If something isn't working, then that is different. That may be a design error if it is not working. If something is not working, then you should push back on the as designed labelling. If it is working but is just not doing what you would like (or is not the same as some other application) this is not a design error -- it is doing what it was designed to do -- but it is something that could be done better to allow the solution as a whole to do better. What I have seen in this thread is that things are working but you would like them to be working differently so that the same things are the same way in different applications (and that is a justified desire) 3) The RFE (Request for Enhancement) process Now, if something is working and you want it to work differently, that is an enhancement request to the system. This is true whether it is just to work differently in isolation or whether it is to change it to work like it does somewhere else. This is no different than asking for a new capability of the system. Customers are always encouraged to submit enhancement requests to add to or alter the behavior of the system to do better for them. We have to treat RFEs differently than defects (bugs). A bug is not working and it should be fixed so that it works. No one will be disrupted by a feature that didn't work that now does. However an enhancement that adds functionality or changes how something interacts when it was working before can be disruptive and so needs to come in as a new feature in a release. I understand that there is subtlety here and that there are gray areas between things. And, you should feel free to have a discussion if something does fall into the gray area. But, most things will clearly fall on one side of the line or the other. There is a process for handling things on either side of the line to allow the best and most orderly response. Would it be better if there were no inconsistencies? You bet! But, they do creep in sometimes. We need to be diligent about working them out of the system. So,
Re: Working as designed type defects
Hi Doug, The RFE process is documented here: Request for Enhancement (RFE) process for distributed systems productshttp://media.cms.bmc.com/documents/ESM_RFE_Process.pdf. And you can always find the status of an RFE here: Product Defectshttp://apps.bmc.com/server/available.cfm?fc=REMDEFECTS. You can even search for RFEs that you yourself did not submit - i.e. you can see all known defects/RFEs submitted by all customers. Hopefully this makes the process less mysterious and gives you a method to track RFEs. -David J. Easter Sr. Product Manager, Enterprise Service Management BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Friday, November 19, 2010 12:02 PM To: arslist@ARSLIST.ORG Subject: Re: Working as designed type defects ** Doug, Thanks for the clarifications. I guess there are multiple schools of thought on this but your logic makes sense. One issue, though, is with the RFE process itself. I've never worked on applications that were being sold outside of my employer so I haven't had to deal with it before, but it seems like the RFE process is a bit mysterious. We can submit RFEs, but there doesn't seem to be a good way to tell what is going on with them. If I were to submit an RFE that I was passionate about, but there was no way of knowing if BMC engineering were evaluating it or actually going to enhance the feature in the next version, I would be discouraged from submitting many more RFEs after that. It does seem like our RFEs often go into a black hole, which has an impact on those of us that do both ARS development and support ITSM. For example, if I submit an RFE and get no feedback from BMC, I don't have sufficient information to decide whether to go ahead and build the solution myself as a customization, or if I should tell my customers it would be released in a patch in two months or if it will be included in ITSM 8.0 to be released even further out. I think if the RFE process were a little less mysterious, we would be more inclined to submit them. Thanks, Shawn Pierson Remedy Developer | Southern Union ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Working as designed type defects
Doug, thanks for your reply. The issue that I have with the working as designed label is that it implies that someone consciously made the decision for the design to be the way it is. That someone would be a product/application architect, a lead product/application developer, or lead business/system analyst. In any case, there is evidence of what the original intention was. If there is no evidence of the decision or intention of the design at fault, how can we classify this issue as working as designed? This is a problem of semantics Maybe it's better to classify this type of as working as not expected or something along those lines. BTW, when I convey to the customer the exact response from BMC support, the working as designed, they are like WTF ?? You see what I meanit's an corporate image/marketing issue here too. Guillaume From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of Mueller, Doug [doug_muel...@bmc.com] Sent: Friday, November 19, 2010 2:48 PM To: arslist@ARSLIST.ORG Subject: Re: Working as designed type defects ** Everyone, This topic has several different facets. I will try and address the different aspects I see. 1) Consistency of functionality across application is important. Absolutely. Everything from using consistent wording to consistent options, to consistent interaction. This should be true across all applications. Now, are the applications as good as they should be in some cases? No. Are they getting better with every release? Yes Is the goal to keep working on things so that there is more and more consistency of interaction? Yes There are times when there are changes to interaction that hit different applications at different times. That can introduce some temporary inconsistency until the other application(s) catch up with the new approach. But, those are a different type of issue. The things called out on this thread are about wording and operation and function for specific operations type consistency. This should be done better. 2) As designed response from support Well, there is always the balance of something being wrong or something working the way the product was intended. So, yes, even when there is some inconsistency of operation, if the product is working as it was intended (we will get to whether the intended was good or not in a bit), the answer you are getting is an accurate one. If something isn't working, then that is different. That may be a design error if it is not working. If something is not working, then you should push back on the as designed labelling. If it is working but is just not doing what you would like (or is not the same as some other application) this is not a design error -- it is doing what it was designed to do -- but it is something that could be done better to allow the solution as a whole to do better. What I have seen in this thread is that things are working but you would like them to be working differently so that the same things are the same way in different applications (and that is a justified desire) 3) The RFE (Request for Enhancement) process Now, if something is working and you want it to work differently, that is an enhancement request to the system. This is true whether it is just to work differently in isolation or whether it is to change it to work like it does somewhere else. This is no different than asking for a new capability of the system. Customers are always encouraged to submit enhancement requests to add to or alter the behavior of the system to do better for them. We have to treat RFEs differently than defects (bugs). A bug is not working and it should be fixed so that it works. No one will be disrupted by a feature that didn't work that now does. However an enhancement that adds functionality or changes how something interacts when it was working before can be disruptive and so needs to come in as a new feature in a release. I understand that there is subtlety here and that there are gray areas between things. And, you should feel free to have a discussion if something does fall into the gray area. But, most things will clearly fall on one side of the line or the other. There is a process for handling things on either side of the line to allow the best and most orderly response. Would it be better if there were no inconsistencies? You bet! But, they do creep in sometimes. We need to be diligent about working them out of the system. So, if you have had things that are as designed that are working but you wish they worked differently, please enter an RFE for the change to have it considered for a product enhancement. If you have things that are as designed but are NOT working, then it is fair to ask how something can be designed to not work! Your input is invaluable in helping to move the product forward. Input from customers has led to a number of
Re: Working as designed type defects
Guillame, I tried to be clear in my statement. If the feature is working -- it is doing the job requested and generating the results expected -- it is doing the work that the developer designed it to do. If that implementation is inconsistent with a similar function in a different application, that is the consistency issue that was brought up on the thread. That means that different people designed the same function or a similar function in two different ways in two different products. Each may work, but they work differently. So, both are working as they were designed, but they are not working consistently across the two products which is less than optimal. If a feature is not working, it is broken. Whether that brokenness is because the design is bad or because a code error or because of the environment is a part of the detail. The feature is not doing the job. The cases that were brought up on the thread were all falling into the working but working differently in different applications. That is where the RFE process is the way to get things worked on. BMC tries to bring these things together and is more successful in some areas than others. But, there are clearly areas where there is a lack of consistency. By the way, working as designed does not mean working in the best way possible. It is simply working in the way the software was intended to work by the folks who implemented it. In discussing an issue with an end user, it doesn't change the fact that they are having an issue or would like to have something be different. But, the question is does the function do the job or not. Not is a bug, Yes but would like to be different about how it does it is an RFE. There are differences in how to go about addressing things in the two different categories. Now, if in your opinion, the operation is not doing the job that that feature should be doing, you should definitely feel justified in opening a support issue and working it through the support team. If the answer is that the product is doing the job it was designed to do, an enhancement request is possible. It would be like you wanting your car to go 500 miles per hour and you had a Ford Pinto from the 70s or 80s. You can say it is a bug that the car doesn't go 500 miles per hour when you press on the accelerator but the answer that the design limit is really 80 (or should it be 50) miles per hour is the limit is the design limit. It would very definitely be an enhancement request to ask for that car to go 500 miles per hour. On the other hand, if no matter what you do, it went only 5 miles per hour. The answer that it was how it was designed and it is limited to that is not an enhancement since it is not doing what its reasonable and expected function is -- to allow you to move around town reasonably. Is there a gray area around 70 mph or so? Sure there is. But that is for a subjective measure like this one. Most features have a more objective mearsure about what they are doing. Again, most of this thread was not about things not working but about not working in the same way in different applications. There was, in general, no disagreement about working. It was about doing it in the same way. Note that I have suggested filing BOTH types of things with BMC -- just one is a bug and the other an enhancement request. I also wanted to call out the fact that there is the enhancement request process that is available to all customers for any type of a change/extension/improvement to the product that they can think of. Our product management team does pay a lot of attention to these requests for future functionality. Doug Mueller From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault Sent: Friday, November 19, 2010 12:19 PM To: arslist@ARSLIST.ORG Subject: Re: Working as designed type defects ** Doug, thanks for your reply. The issue that I have with the working as designed label is that it implies that someone consciously made the decision for the design to be the way it is. That someone would be a product/application architect, a lead product/application developer, or lead business/system analyst. In any case, there is evidence of what the original intention was. If there is no evidence of the decision or intention of the design at fault, how can we classify this issue as working as designed? This is a problem of semantics Maybe it's better to classify this type of as working as not expected or something along those lines. BTW, when I convey to the customer the exact response from BMC support, the working as designed, they are like WTF ?? You see what I meanit's an corporate image/marketing issue here too. Guillaume From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of Mueller, Doug [doug_muel...@bmc.com] Sent:
Re: JDK Issue on Mid Tier
The solution was to install 1.6.0_22. On Thu, Nov 18, 2010 at 6:41 PM, Joe Martin D'Souza jdso...@shyle.netwrote: ** Tail the mt_install.log, and that log file may show you why its failing. It may give you a clue as to what JDK related file or directory it expects, and you could then create symbolic links to those. Joe *From:* Frank Caruso caruso.fr...@gmail.com *Sent:* Thursday, November 18, 2010 6:17 PM *Newsgroups:* public.remedy.arsystem.general *To:* arslist@ARSLIST.ORG *Subject:* Re: JDK Issue on Mid Tier ** Which would be easy to do if I knew exactly what it is looking for? In classic Remedy fashion it does not like what it sees, tells you it doesn't like it but not why! (Sorry, needed to vent for a second). On Thu, Nov 18, 2010 at 4:40 PM, Joe Martin D'Souza jdso...@shyle.netwrote: ** I remember having this issue as well.. Rick was on the right track. Only since its unix, you would need to create symbolic links to the files it does not find, in the place that it expects to find them.. Cheers Joe *From:* Rick Cook remedyr...@gmail.com *Sent:* Thursday, November 18, 2010 4:36 PM *Newsgroups:* public.remedy.arsystem.general *To:* arslist@ARSLIST.ORG *Subject:* Re: JDK Issue on Mid Tier ** Oops. Guess I should read before I post next time. shakes head Rick On Nov 18, 2010 3:33 PM, patrick zandi remedy...@gmail.com wrote: I thought it was JDK patch plus JRE folder.. On Thu, Nov 18, 2010 at 4:03 PM, Frank Caruso caruso.fr...@gmail.com wrote: Solaris 10 JDK 1.5.0_20 Having issue where installer will not accept the path I give it to the JDK. I have tried every possible combination but it still fails. It does accept the JRE path. Do I have to use JDK 12? Thank you Frank _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
Hidden Fields
Is there any way (other than creating a view or permissions) to not only hide a field via the field properties, but to hide these fields to keep people from adding them to reports as well. I have hidden temp fields and I don't want the customer to choose these fields when creating reports (there would be no reason for them to). I think the answer is that there is no other way, but just wanted to make sure. Lisa Kemes AR System Developer Tyco Electronics 717-810-2408 tel 717-602-9460 cell lisa.ke...@te.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Hidden Fields
Lisa, I think you are correct. I have struggled with this exact problem and have not found any other methods to hide this fields from users. Debra Debra Anderson T 415.808.9118 | F 415.808.3535 600 Harrison St * San Francisco, CA * 94107 PRN | media where when it matters This e-mail (including any attachments) is meant for only the intended recipient of the transmission, and may include confidential information. If you are not the intended recipient or you received this e-mail in error, any review, use, dissemination, distribution, or copying of this e-mail is strictly prohibited. If you have received this message in error, please notify the sender immediately by telephone at (415) 808-3500 or by return e-mail and delete this e-mail, along with any attachments and copies, from your system. Thank you. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa Sent: Friday, November 19, 2010 2:21 PM To: arslist@ARSLIST.ORG Subject: Hidden Fields ** Is there any way (other than creating a view or permissions) to not only hide a field via the field properties, but to hide these fields to keep people from adding them to reports as well. I have hidden temp fields and I don't want the customer to choose these fields when creating reports (there would be no reason for them to). I think the answer is that there is no other way, but just wanted to make sure. Lisa Kemes AR System Developer Tyco Electronics 717-810-2408 tel 717-602-9460 cell lisa.ke...@te.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
Change Mgt. Console issues
First let me thank those who quickly answered my previous question. It was the answer I was expecting but I was hold out for a possibility! Now, I have 2 users who have identical capabilities in their People and User forms. When they open the Change Management Console and select: Console View All My Groups 1 can select either Show All or Show All Unassigned. The other user can only see Show All. I went so far as to remove all the Application Permissions from the user who only has 1 option and added them back in. I then copied all the entries in the Group List of the user who can see 2 options and pasted that list into the other users Group List field. This didn't help. I'm at a loss where to go next. I've looked in the Tools Options form but couldn't see anything there either. Thanks for your time, Larry B. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Change Mgt. Console issues
Larry, I was just on the RFE site today and noticed this issue referenced there. It is a recognized bug. Rick On Nov 19, 2010 4:53 PM, Larry Barnes larry.bar...@thecreek.com wrote: First let me thank those who quickly answered my previous question. It was the answer I was expecting but I was hold out for a possibility! Now, I have 2 users who have identical capabilities in their People and User forms. When they open the Change Management Console and select: Console View All My Groups 1 can select either Show All or Show All Unassigned. The other user can only see Show All. I went so far as to remove all the Application Permissions from the user who only has 1 option and added them back in. I then copied all the entries in the Group List of the user who can see 2 options and pasted that list into the other users Group List field. This didn't help. I'm at a loss where to go next. I've looked in the Tools Options form but couldn't see anything there either. Thanks for your time, Larry B. ___ 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: Working as designed type defects
In ref to Risk Level being consistent with Urgency, Impact and Priority: Support tells me that numerous RFEs to get Risk Level changed to be consistent with Urgency, Impact and Priority have been rejected. I insisted on my own RFE to add to the pile. I'll let you know how it turns out. Tim From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Mueller, Doug Sent: Friday, November 19, 2010 2:49 PM To: arslist@ARSLIST.ORG Subject: Re: Working as designed type defects ** Everyone, This topic has several different facets. I will try and address the different aspects I see. 1) Consistency of functionality across application is important. Absolutely. Everything from using consistent wording to consistent options, to consistent interaction. This should be true across all applications. Now, are the applications as good as they should be in some cases? No. Are they getting better with every release? Yes Is the goal to keep working on things so that there is more and more consistency of interaction? Yes There are times when there are changes to interaction that hit different applications at different times. That can introduce some temporary inconsistency until the other application(s) catch up with the new approach. But, those are a different type of issue. The things called out on this thread are about wording and operation and function for specific operations type consistency. This should be done better. 2) As designed response from support Well, there is always the balance of something being wrong or something working the way the product was intended. So, yes, even when there is some inconsistency of operation, if the product is working as it was intended (we will get to whether the intended was good or not in a bit), the answer you are getting is an accurate one. If something isn't working, then that is different. That may be a design error if it is not working. If something is not working, then you should push back on the as designed labelling. If it is working but is just not doing what you would like (or is not the same as some other application) this is not a design error -- it is doing what it was designed to do -- but it is something that could be done better to allow the solution as a whole to do better. What I have seen in this thread is that things are working but you would like them to be working differently so that the same things are the same way in different applications (and that is a justified desire) 3) The RFE (Request for Enhancement) process Now, if something is working and you want it to work differently, that is an enhancement request to the system. This is true whether it is just to work differently in isolation or whether it is to change it to work like it does somewhere else. This is no different than asking for a new capability of the system. Customers are always encouraged to submit enhancement requests to add to or alter the behavior of the system to do better for them. We have to treat RFEs differently than defects (bugs). A bug is not working and it should be fixed so that it works. No one will be disrupted by a feature that didn't work that now does. However an enhancement that adds functionality or changes how something interacts when it was working before can be disruptive and so needs to come in as a new feature in a release. I understand that there is subtlety here and that there are gray areas between things. And, you should feel free to have a discussion if something does fall into the gray area. But, most things will clearly fall on one side of the line or the other. There is a process for handling things on either side of the line to allow the best and most orderly response. Would it be better if there were no inconsistencies? You bet! But, they do creep in sometimes. We need to be diligent about working them out of the system. So, if you have had things that are as designed that are working but you wish they worked differently, please enter an RFE for the change to have it considered for a product enhancement. If you have things that are as designed but are NOT working, then it is fair to ask how something can be designed to not work! Your input is invaluable in helping to move the product forward. Input from customers has led to a number of significant cleanups in the applications in the past few releases and we are getting good response to the 7.6.3 release and another wave of consistency is coming in the next few releases. Also, some modularization going on inside the applications is making it more likely that consistent interaction will occur in many areas with more sharing of logic and interaction. This is a good discussion and it is important to keep BMC honest and not just hide behind an as designed shield. Please keep up the pressure. But, I hope
Re: Working as designed type defects
Hello Tim, Thanks for the quick reply. I let 1 of the users know that he is now a recognized bug ;-) On the other hand: what does RFE stand for. I found about 2 dozen possibilities on google. Thanks, Larry From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Timothy Powell Sent: Friday, November 19, 2010 3:13 PM To: arslist@ARSLIST.ORG Subject: Re: Working as designed type defects ** In ref to Risk Level being consistent with Urgency, Impact and Priority: Support tells me that numerous RFEs to get Risk Level changed to be consistent with Urgency, Impact and Priority have been rejected. I insisted on my own RFE to add to the pile. I'll let you know how it turns out. Tim From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Mueller, Doug Sent: Friday, November 19, 2010 2:49 PM To: arslist@ARSLIST.ORG Subject: Re: Working as designed type defects ** Everyone, This topic has several different facets. I will try and address the different aspects I see. 1) Consistency of functionality across application is important. Absolutely. Everything from using consistent wording to consistent options, to consistent interaction. This should be true across all applications. Now, are the applications as good as they should be in some cases? No. Are they getting better with every release? Yes Is the goal to keep working on things so that there is more and more consistency of interaction? Yes There are times when there are changes to interaction that hit different applications at different times. That can introduce some temporary inconsistency until the other application(s) catch up with the new approach. But, those are a different type of issue. The things called out on this thread are about wording and operation and function for specific operations type consistency. This should be done better. 2) As designed response from support Well, there is always the balance of something being wrong or something working the way the product was intended. So, yes, even when there is some inconsistency of operation, if the product is working as it was intended (we will get to whether the intended was good or not in a bit), the answer you are getting is an accurate one. If something isn't working, then that is different. That may be a design error if it is not working. If something is not working, then you should push back on the as designed labelling. If it is working but is just not doing what you would like (or is not the same as some other application) this is not a design error -- it is doing what it was designed to do -- but it is something that could be done better to allow the solution as a whole to do better. What I have seen in this thread is that things are working but you would like them to be working differently so that the same things are the same way in different applications (and that is a justified desire) 3) The RFE (Request for Enhancement) process Now, if something is working and you want it to work differently, that is an enhancement request to the system. This is true whether it is just to work differently in isolation or whether it is to change it to work like it does somewhere else. This is no different than asking for a new capability of the system. Customers are always encouraged to submit enhancement requests to add to or alter the behavior of the system to do better for them. We have to treat RFEs differently than defects (bugs). A bug is not working and it should be fixed so that it works. No one will be disrupted by a feature that didn't work that now does. However an enhancement that adds functionality or changes how something interacts when it was working before can be disruptive and so needs to come in as a new feature in a release. I understand that there is subtlety here and that there are gray areas between things. And, you should feel free to have a discussion if something does fall into the gray area. But, most things will clearly fall on one side of the line or the other. There is a process for handling things on either side of the line to allow the best and most orderly response. Would it be better if there were no inconsistencies? You bet! But, they do creep in sometimes. We need to be diligent about working them out of the system. So, if you have had things that are as designed that are working but you wish they worked differently, please enter an RFE for the change to have it considered for a product enhancement. If you have things that are as designed but are NOT working, then it is fair to ask how something can be designed to not work! Your input is invaluable in helping to move the product forward. Input from customers has led to a number of significant cleanups in the applications in the past few releases
Re: Working as designed type defects
Request for Enhancement From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Larry Barnes Sent: Friday, November 19, 2010 3:22 PM To: arslist@ARSLIST.ORG Subject: Re: Working as designed type defects ** Hello Tim, Thanks for the quick reply. I let 1 of the users know that he is now a recognized bug ;-) On the other hand: what does RFE stand for. I found about 2 dozen possibilities on google. Thanks, Larry From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Timothy Powell Sent: Friday, November 19, 2010 3:13 PM To: arslist@ARSLIST.ORG Subject: Re: Working as designed type defects ** In ref to Risk Level being consistent with Urgency, Impact and Priority: Support tells me that numerous RFEs to get Risk Level changed to be consistent with Urgency, Impact and Priority have been rejected. I insisted on my own RFE to add to the pile. I'll let you know how it turns out. Tim From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Mueller, Doug Sent: Friday, November 19, 2010 2:49 PM To: arslist@ARSLIST.ORG Subject: Re: Working as designed type defects ** Everyone, This topic has several different facets. I will try and address the different aspects I see. 1) Consistency of functionality across application is important. Absolutely. Everything from using consistent wording to consistent options, to consistent interaction. This should be true across all applications. Now, are the applications as good as they should be in some cases? No. Are they getting better with every release? Yes Is the goal to keep working on things so that there is more and more consistency of interaction? Yes There are times when there are changes to interaction that hit different applications at different times. That can introduce some temporary inconsistency until the other application(s) catch up with the new approach. But, those are a different type of issue. The things called out on this thread are about wording and operation and function for specific operations type consistency. This should be done better. 2) As designed response from support Well, there is always the balance of something being wrong or something working the way the product was intended. So, yes, even when there is some inconsistency of operation, if the product is working as it was intended (we will get to whether the intended was good or not in a bit), the answer you are getting is an accurate one. If something isn't working, then that is different. That may be a design error if it is not working. If something is not working, then you should push back on the as designed labelling. If it is working but is just not doing what you would like (or is not the same as some other application) this is not a design error -- it is doing what it was designed to do -- but it is something that could be done better to allow the solution as a whole to do better. What I have seen in this thread is that things are working but you would like them to be working differently so that the same things are the same way in different applications (and that is a justified desire) 3) The RFE (Request for Enhancement) process Now, if something is working and you want it to work differently, that is an enhancement request to the system. This is true whether it is just to work differently in isolation or whether it is to change it to work like it does somewhere else. This is no different than asking for a new capability of the system. Customers are always encouraged to submit enhancement requests to add to or alter the behavior of the system to do better for them. We have to treat RFEs differently than defects (bugs). A bug is not working and it should be fixed so that it works. No one will be disrupted by a feature that didn't work that now does. However an enhancement that adds functionality or changes how something interacts when it was working before can be disruptive and so needs to come in as a new feature in a release. I understand that there is subtlety here and that there are gray areas between things. And, you should feel free to have a discussion if something does fall into the gray area. But, most things will clearly fall on one side of the line or the other. There is a process for handling things on either side of the line to allow the best and most orderly response. Would it be better if there were no inconsistencies? You bet! But, they do creep in sometimes. We need to be diligent about working them out of the system. So, if you have had things that are as designed that are working but you wish they worked differently, please enter an RFE for the change to have it considered for a product enhancement. If you have things that are as designed but are NOT working, then it is fair to ask how something can be
Re: Working as designed type defects
Don't get me wrong. The reason for the Risk Level design sounded fairly valid (or at least reasonable). I just didn't know why the design principle (if truly valid) wasn't applied across all the areas in question, which by default, would then make them behave consistently. So: . Do the Risk Level calculations and subsequent derived values work and produce a valid result? Absolutely. So the response of Working as Designed is accurate. This is no longer a support issue. . Do I want Risk Level to work differently and be consistent with the Urgency/Impact/Priority values (or do I want Urgency/Impact/Priority to work differently and be consistent with Risk Level values)? Yes. Now it's an RFE. :-) Thanks Doug for taking the time to respond. Tim _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Timothy Powell Sent: Friday, November 19, 2010 3:13 PM To: arslist@ARSLIST.ORG Subject: Re: Working as designed type defects ** In ref to Risk Level being consistent with Urgency, Impact and Priority: Support tells me that numerous RFEs to get Risk Level changed to be consistent with Urgency, Impact and Priority have been rejected. I insisted on my own RFE to add to the pile. I'll let you know how it turns out. Tim From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Mueller, Doug Sent: Friday, November 19, 2010 2:49 PM To: arslist@ARSLIST.ORG Subject: Re: Working as designed type defects ** Everyone, This topic has several different facets. I will try and address the different aspects I see. 1) Consistency of functionality across application is important. Absolutely. Everything from using consistent wording to consistent options, to consistent interaction. This should be true across all applications. Now, are the applications as good as they should be in some cases? No. Are they getting better with every release? Yes Is the goal to keep working on things so that there is more and more consistency of interaction? Yes There are times when there are changes to interaction that hit different applications at different times. That can introduce some temporary inconsistency until the other application(s) catch up with the new approach. But, those are a different type of issue. The things called out on this thread are about wording and operation and function for specific operations type consistency. This should be done better. 2) As designed response from support Well, there is always the balance of something being wrong or something working the way the product was intended. So, yes, even when there is some inconsistency of operation, if the product is working as it was intended (we will get to whether the intended was good or not in a bit), the answer you are getting is an accurate one. If something isn't working, then that is different. That may be a design error if it is not working. If something is not working, then you should push back on the as designed labelling. If it is working but is just not doing what you would like (or is not the same as some other application) this is not a design error -- it is doing what it was designed to do -- but it is something that could be done better to allow the solution as a whole to do better. What I have seen in this thread is that things are working but you would like them to be working differently so that the same things are the same way in different applications (and that is a justified desire) 3) The RFE (Request for Enhancement) process Now, if something is working and you want it to work differently, that is an enhancement request to the system. This is true whether it is just to work differently in isolation or whether it is to change it to work like it does somewhere else. This is no different than asking for a new capability of the system. Customers are always encouraged to submit enhancement requests to add to or alter the behavior of the system to do better for them. We have to treat RFEs differently than defects (bugs). A bug is not working and it should be fixed so that it works. No one will be disrupted by a feature that didn't work that now does. However an enhancement that adds functionality or changes how something interacts when it was working before can be disruptive and so needs to come in as a new feature in a release. I understand that there is subtlety here and that there are gray areas between things. And, you should feel free to have a discussion if something does fall into the gray area. But, most things will clearly fall on one side of the line or the other. There is a process for handling things on either side of the line to allow the best and most orderly response. Would it be better if there were no inconsistencies? You bet! But, they do creep in sometimes. We need to be diligent
