Re: Range of Error Messages for ITSM Suite

[Mahesh]

*XXXNYYY *is the convention for some of the error messages in ITSM 7.x

Where XXX = Schema Number (stored in the form "SHR:SchemaNames")

   N = 0 for active link, 1 for filter

  ZZZ = Execution Order of the Workflow object (ActiveLink/ Filter).
*
Example from ITSM 7.x Incident Management*
**
*There are no support groups or support group aliases that match the search
criteria ARERR 1290015. *
**
Where 129 = Schema Number for HPD:Help Desk (Search for "129" in description
field of SHR:SchemaNames)

   0 = Indicates active link

  015 = Execution Order of the Workflow object
(HPD:INC:ASGGRP_015_Search-E).

Thanks
Mahesh


On Fri, Feb 11, 2011 at 7:18 PM, Shafqat Ayaz  wrote:

> **
> Hi
> Does anyone know what the number range is for ITSM Error messages? I know
> that the ARServer uses
>   1- 11099 and 2-20999 and 14-144999 for all its error messages
> including plug-in etc.
>
> Thank you
>
>
>
> *
>
> Shafqat Ayaz*
>
>
> --
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Re: Frustrations with Remedy Developer Studio 7.5

[Jason Miller]

Thanks for the info!  I have never combed through a log of DS activity
(probably because I don't notice any problems 8-).

Is it possible to RDP a Windows machine that is inside of the network?  When
I am not in the office the only way to work is remoting the PC at my desk in
the office (although I realize that is not a option for everybody).

Like LJ, I gave up long ago on trying to use the Admin Tool over VPN
(although I did use DS over my
RAPconnection
the other day and it worked pretty well).  I stopped doing it not
only because of the delays but also so whatever operation I was doing would
not be interrupted by a dropped connection.  Too many times the connection
would drop while I was saving an object or doing an import.  With RDP you
just connect back up and continue where you left off.

Let us know how it goes.

Jason

On Mon, Feb 14, 2011 at 4:32 PM, Robert Halstead wrote:

> ** Thank you for the replies guys.  A RDP is not possible as our server is
> on a unix machine.  I admit that I am going through a VPN connection over
> cable most of the time, but even when I am in the office the dev studio is
> unchanged in performance.
>
> Thanks for the feedback Jason.  I will download and try DS 7.6.03 and see
> if my experiences improve with that version *fingers crossed*.
>
> Our remedy servers are on a different subnet than our work stations (as I
> would assume most companies are) and don't expect that to be so much the
> problem as it's all inside our network.  I do realize i'm on a VPN
> connection however and do expect some delay, but what I have been
> experiencing seems to be excessive.
>
> I have tailed the arsql log during my sessions using the 7.5 developer and
> can say that many sql commands are sent to the database per operation in the
> dev studio, which I expect for saves and refreshes, but again with only
> displaying field properties or adding an operation to an active link, why is
> it talking to the server? I would think it would have more cached about the
> server on initial connect.
>
> I have thought about going through the arsql logs, and one at a time, make
> sure the proper indexes are being used or if we can add additional indexes
> to the SQL commands as a last resort.
>
> Thanks again for the feedback guys, you have relieved a very frustrating
> developer.
>
>
> On Mon, Feb 14, 2011 at 3:28 PM, Jason Miller wrote:
>
>> ** Bob,
>>
>>
>> Have you tried DS 7.6.xx?  Many of the DS operations were move from the
>> Admin thread to a List thread starting with DS 7.6.03.  DS now only takes an
>> Admin thread if it needs it (typically saving).  DS 7.6.03 has a number of
>> improvements.  I talked to the DS lead quite a while at WWRUG10 (and WWRUG09
>> for that matter) and verified that it is safe to use a 7.6.03 DS with an AR
>> 7.5 system.  If DS sees it is connected to a AR 7.5 server it will not give
>> you the options that are not valid for AR 7.5.  There are some features that
>> are DS specific such as the way threads are used as well as a cool new "Open
>> In Browser" function that are not dependent on the AR Server version.
>>
>> Regarding caching I have noticed there seems to be some caching done.  If
>> I try to open a object that is reserved by somebody else I need to refresh
>> the list of objects (after asking them to release it) before DS shows it is
>> available and I can reserve it.
>>
>> While I have noticed some occasional delays and crashes (not nearly as
>> often with 7.6.03) our system is by no means painful do dev work on.  The
>> Admin Tool also had it issues with delays when loading objects too.
>> Admittedly I am about 300 feet from our the servers.
>>
>> One thing I have noticed, and I am not sure if this is related to
>> chattiness with the server or DS is just better aware of the changes you are
>> making and objects you already have open, is that I can modify one object
>> (say add a field to a form) and a workflow object (AL/Filter) that I already
>> have open is aware of the new field without having to close the workflow
>> object.  I find this to be a nice improvement over the Admin Tool.
>>
>> I understand completely a dev tool that is constantly making you wait is
>> extremely frustrating and makes it just about impossible to work with.  I am
>> just wondering if the problem is really DS or something else about the
>> environment?
>>
>> Have you run a sniffer between your machine and the server?  Do you know
>> that the issue is a chattiness issue?  If you cannot run a sniffer a server
>> side API log should also show chatty behavior.
>>
>> Are you on the same network as your Remedy server, within fairly close
>> physical proximity?  Or are you working over global network and/or over a
>> VPN?
>>
>> Jason
>>
>>
>> On Mon, Feb 14, 2011 at 2:44 PM, Robert Halstead wrote:
>>
>>> ** Forgive me as this is more of a rant.
>>>
>>> My patience for Remedy Developer Studio 7.5 is growing thin.  I

Re: Frustrations with Remedy Developer Studio 7.5

[remedy]

Quoting you:
"I have tailed the arsql log during my sessions using the 7.5 developer and
can say that many sql commands are sent to the database per operation in the
dev studio, which I expect for saves and refreshes, but again with only
displaying field properties or adding an operation to an active link, why is
it talking to the server? I would think it would have more cached about the
server on initial connect."


I wanted to make sure that you knew that all definitions are stored in the
database, not just ticket data. That means all field properties, workflow
properties, forms, everything. That is why it makes so many calls to the
DB. Everytime you want to look at a field, it needs to get the data from
the DB. Now imagin anything with a qualification such as a table field, it
needs to pull data for multiple objects, forms and their fields, and then
decode an internal string into a readable string. Always lots of DB
activity.



Les Ganton


> Thank you for the replies guys.  A RDP is not possible as our server is on
> a
> unix machine.  I admit that I am going through a VPN connection over cable
> most of the time, but even when I am in the office the dev studio is
> unchanged in performance.
>
> Thanks for the feedback Jason.  I will download and try DS 7.6.03 and see
> if
> my experiences improve with that version *fingers crossed*.
>
> Our remedy servers are on a different subnet than our work stations (as I
> would assume most companies are) and don't expect that to be so much the
> problem as it's all inside our network.  I do realize i'm on a VPN
> connection however and do expect some delay, but what I have been
> experiencing seems to be excessive.
>
> I have tailed the arsql log during my sessions using the 7.5 developer and
> can say that many sql commands are sent to the database per operation in
> the
> dev studio, which I expect for saves and refreshes, but again with only
> displaying field properties or adding an operation to an active link, why
> is
> it talking to the server? I would think it would have more cached about
> the
> server on initial connect.
>
> I have thought about going through the arsql logs, and one at a time, make
> sure the proper indexes are being used or if we can add additional indexes
> to the SQL commands as a last resort.
>
> Thanks again for the feedback guys, you have relieved a very frustrating
> developer.
>
>
> On Mon, Feb 14, 2011 at 3:28 PM, Jason Miller
> wrote:
>
>> ** Bob,
>>
>> Have you tried DS 7.6.xx?  Many of the DS operations were move from the
>> Admin thread to a List thread starting with DS 7.6.03.  DS now only
>> takes an
>> Admin thread if it needs it (typically saving).  DS 7.6.03 has a number
>> of
>> improvements.  I talked to the DS lead quite a while at WWRUG10 (and
>> WWRUG09
>> for that matter) and verified that it is safe to use a 7.6.03 DS with an
>> AR
>> 7.5 system.  If DS sees it is connected to a AR 7.5 server it will not
>> give
>> you the options that are not valid for AR 7.5.  There are some features
>> that
>> are DS specific such as the way threads are used as well as a cool new
>> "Open
>> In Browser" function that are not dependent on the AR Server version.
>>
>> Regarding caching I have noticed there seems to be some caching done.
>> If I
>> try to open a object that is reserved by somebody else I need to refresh
>> the
>> list of objects (after asking them to release it) before DS shows it is
>> available and I can reserve it.
>>
>> While I have noticed some occasional delays and crashes (not nearly as
>> often with 7.6.03) our system is by no means painful do dev work on.
>> The
>> Admin Tool also had it issues with delays when loading objects too.
>> Admittedly I am about 300 feet from our the servers.
>>
>> One thing I have noticed, and I am not sure if this is related to
>> chattiness with the server or DS is just better aware of the changes you
>> are
>> making and objects you already have open, is that I can modify one
>> object
>> (say add a field to a form) and a workflow object (AL/Filter) that I
>> already
>> have open is aware of the new field without having to close the workflow
>> object.  I find this to be a nice improvement over the Admin Tool.
>>
>> I understand completely a dev tool that is constantly making you wait is
>> extremely frustrating and makes it just about impossible to work with.
>> I am
>> just wondering if the problem is really DS or something else about the
>> environment?
>>
>> Have you run a sniffer between your machine and the server?  Do you know
>> that the issue is a chattiness issue?  If you cannot run a sniffer a
>> server
>> side API log should also show chatty behavior.
>>
>> Are you on the same network as your Remedy server, within fairly close
>> physical proximity?  Or are you working over global network and/or over
>> a
>> VPN?
>>
>> Jason
>>
>>
>> On Mon, Feb 14, 2011 at 2:44 PM, Robert Halstead
>> wrote:
>>
>>> ** Forgive me as this is more of a rant.
>>>
>>> My patience

Re: Frustrations with Remedy Developer Studio 7.5

[Robert Halstead]

Thank you for the replies guys.  A RDP is not possible as our server is on a
unix machine.  I admit that I am going through a VPN connection over cable
most of the time, but even when I am in the office the dev studio is
unchanged in performance.

Thanks for the feedback Jason.  I will download and try DS 7.6.03 and see if
my experiences improve with that version *fingers crossed*.

Our remedy servers are on a different subnet than our work stations (as I
would assume most companies are) and don't expect that to be so much the
problem as it's all inside our network.  I do realize i'm on a VPN
connection however and do expect some delay, but what I have been
experiencing seems to be excessive.

I have tailed the arsql log during my sessions using the 7.5 developer and
can say that many sql commands are sent to the database per operation in the
dev studio, which I expect for saves and refreshes, but again with only
displaying field properties or adding an operation to an active link, why is
it talking to the server? I would think it would have more cached about the
server on initial connect.

I have thought about going through the arsql logs, and one at a time, make
sure the proper indexes are being used or if we can add additional indexes
to the SQL commands as a last resort.

Thanks again for the feedback guys, you have relieved a very frustrating
developer.


On Mon, Feb 14, 2011 at 3:28 PM, Jason Miller wrote:

> ** Bob,
>
> Have you tried DS 7.6.xx?  Many of the DS operations were move from the
> Admin thread to a List thread starting with DS 7.6.03.  DS now only takes an
> Admin thread if it needs it (typically saving).  DS 7.6.03 has a number of
> improvements.  I talked to the DS lead quite a while at WWRUG10 (and WWRUG09
> for that matter) and verified that it is safe to use a 7.6.03 DS with an AR
> 7.5 system.  If DS sees it is connected to a AR 7.5 server it will not give
> you the options that are not valid for AR 7.5.  There are some features that
> are DS specific such as the way threads are used as well as a cool new "Open
> In Browser" function that are not dependent on the AR Server version.
>
> Regarding caching I have noticed there seems to be some caching done.  If I
> try to open a object that is reserved by somebody else I need to refresh the
> list of objects (after asking them to release it) before DS shows it is
> available and I can reserve it.
>
> While I have noticed some occasional delays and crashes (not nearly as
> often with 7.6.03) our system is by no means painful do dev work on.  The
> Admin Tool also had it issues with delays when loading objects too.
> Admittedly I am about 300 feet from our the servers.
>
> One thing I have noticed, and I am not sure if this is related to
> chattiness with the server or DS is just better aware of the changes you are
> making and objects you already have open, is that I can modify one object
> (say add a field to a form) and a workflow object (AL/Filter) that I already
> have open is aware of the new field without having to close the workflow
> object.  I find this to be a nice improvement over the Admin Tool.
>
> I understand completely a dev tool that is constantly making you wait is
> extremely frustrating and makes it just about impossible to work with.  I am
> just wondering if the problem is really DS or something else about the
> environment?
>
> Have you run a sniffer between your machine and the server?  Do you know
> that the issue is a chattiness issue?  If you cannot run a sniffer a server
> side API log should also show chatty behavior.
>
> Are you on the same network as your Remedy server, within fairly close
> physical proximity?  Or are you working over global network and/or over a
> VPN?
>
> Jason
>
>
> On Mon, Feb 14, 2011 at 2:44 PM, Robert Halstead wrote:
>
>> ** Forgive me as this is more of a rant.
>>
>> My patience for Remedy Developer Studio 7.5 is growing thin.  I find that
>> performing the most insignificant tasks become a test in patience as the
>> tool communicates to server for every single action.
>>
>> Selecting a field on a form, talk to the server to get properties.
>> Selecting multiple fields, talk to the server to get all properties.
>> Select a field in a web service definition...
>>
>> The latter will take quite a bit of time if you have a lot of fields on a
>> form.
>>
>> I'm getting very frustrated with the performance of the Developer Studio..
>>  I wish that the tool cached the objects from the database like the Migrator
>> does and only updates when needed or when the developer forces the refresh.
>>  Even have a periodic refresh would be nice..
>>
>> I wish that the tool wasn't so chatty back to the server.  It doesn't make
>> sense that when object reservation is enabled, that the tool would need to
>> go to the server for each field (like it would have changed since I have the
>> form reserved?).
>>
>> Right now I'm pulling my hair out trying to modify a web service operation
>> we have on on

Re: BMC Remedy ITSM Suite Download site

[Jason Miller]

Claire,

Are you using Firefox?  I get the same result as you when I try with FF
using my normal configuration.  I use FF with NoScript and I do not normally
run a local admin on my PC.  I have not been able to get the Download
Manager to work with this configuration.  I did test a while back and was
able to get it to work without NoScript.  If I remember correctly NoScript
didn't like a call to the localhost (which I am guessing the Alkami plug-in
acts as some kind of a proxy).

On the other hand if I use IE, I get the option to run as a different user
(a local admin) instead of only being able to download and everything works
very well. (I may have not even had to run as a local admin it was a while
ago).

The Download Manager is using Alkami's network which is going to be a huge
improvement over downloading it directly from BMC.  I have been able to pull
down an amazingly large amount of files in a very short amount of time.

It is always possible that your network admins are blocking Alkami traffic?

Jason

On Mon, Feb 14, 2011 at 1:38 PM, Sanford, Claire <
claire.sanf...@memorialhermann.org> wrote:

> In the same thread
>
> I tried the FTP site, and the files went through the entire d/l process
> and then bombed.
>
> Now I am trying their Download Manager and it is doing nothing.  Just
> sitting there  "Downloading (1 of 4)  Total Progress: (blank) %
>
> This is the first time I have had to do a full d/l from BMC's site.
> Makes me really wish for the good old days!
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
> Sent: Monday, February 14, 2011 3:30 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: BMC Remedy ITSM Suite Preconfigured Stack Installer 7.6.04
>
> More to the point, it requires that you be running a UNICODE database
> (release notes pg 7).  There are now versions for Windows 2008 x64/SQL
> 2008; Solaris 10/Oracle 11g x64, and RHEL 5 x64/Oracle 11g x64 (same
> page).
>
> Christopher Strauss, Ph.D.
> Call Tracking Administration Manager
> University of North Texas Computing & IT Center http://itsm.unt.edu/
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
> Sent: Monday, February 14, 2011 3:16 PM
> To: arslist@ARSLIST.ORG
> Subject: BMC Remedy ITSM Suite Preconfigured Stack Installer 7.6.04
>
> I need to clarify something.
>
> Does the BMC Remedy ITSM Suite Preconfigured Stack 7.6.04 only work with
> Microsoft SQL Server 2008?  Yes or No
>
> If my DB is Oracle, I can't use the installer? Yes or No
>
> After spending 45 minutes waiting for the file to DL from the FTP site,
> it failed.  There has to be an easier way!  I could have driven over to
> the BMC offices and picked up a CD faster than it took to DL and fail!
>
>
>
> Claire Sanford
> Information Systems Division
> Memorial Hermann Healthcare System
> System Services Tower North - 2:105
> 920 Frostwood, Houston, TX 77024
> Phone: 713 338 6035
> claire.sanf...@memorialhermann.org
>
> 
> ___
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>
> 
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>
>
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Re: Frustrations with Remedy Developer Studio 7.5

[Jason Miller]

Bob,

Have you tried DS 7.6.xx?  Many of the DS operations were move from the
Admin thread to a List thread starting with DS 7.6.03.  DS now only takes an
Admin thread if it needs it (typically saving).  DS 7.6.03 has a number of
improvements.  I talked to the DS lead quite a while at WWRUG10 (and WWRUG09
for that matter) and verified that it is safe to use a 7.6.03 DS with an AR
7.5 system.  If DS sees it is connected to a AR 7.5 server it will not give
you the options that are not valid for AR 7.5.  There are some features that
are DS specific such as the way threads are used as well as a cool new "Open
In Browser" function that are not dependent on the AR Server version.

Regarding caching I have noticed there seems to be some caching done.  If I
try to open a object that is reserved by somebody else I need to refresh the
list of objects (after asking them to release it) before DS shows it is
available and I can reserve it.

While I have noticed some occasional delays and crashes (not nearly as often
with 7.6.03) our system is by no means painful do dev work on.  The Admin
Tool also had it issues with delays when loading objects too.  Admittedly I
am about 300 feet from our the servers.

One thing I have noticed, and I am not sure if this is related to chattiness
with the server or DS is just better aware of the changes you are making and
objects you already have open, is that I can modify one object (say add a
field to a form) and a workflow object (AL/Filter) that I already have open
is aware of the new field without having to close the workflow object.  I
find this to be a nice improvement over the Admin Tool.

I understand completely a dev tool that is constantly making you wait is
extremely frustrating and makes it just about impossible to work with.  I am
just wondering if the problem is really DS or something else about the
environment?

Have you run a sniffer between your machine and the server?  Do you know
that the issue is a chattiness issue?  If you cannot run a sniffer a server
side API log should also show chatty behavior.

Are you on the same network as your Remedy server, within fairly close
physical proximity?  Or are you working over global network and/or over a
VPN?

Jason


On Mon, Feb 14, 2011 at 2:44 PM, Robert Halstead wrote:

> ** Forgive me as this is more of a rant.
>
> My patience for Remedy Developer Studio 7.5 is growing thin.  I find that
> performing the most insignificant tasks become a test in patience as the
> tool communicates to server for every single action.
>
> Selecting a field on a form, talk to the server to get properties.
> Selecting multiple fields, talk to the server to get all properties.
> Select a field in a web service definition...
>
> The latter will take quite a bit of time if you have a lot of fields on a
> form.
>
> I'm getting very frustrated with the performance of the Developer Studio..
>  I wish that the tool cached the objects from the database like the Migrator
> does and only updates when needed or when the developer forces the refresh.
>  Even have a periodic refresh would be nice..
>
> I wish that the tool wasn't so chatty back to the server.  It doesn't make
> sense that when object reservation is enabled, that the tool would need to
> go to the server for each field (like it would have changed since I have the
> form reserved?).
>
> Right now I'm pulling my hair out trying to modify a web service operation
> we have on one of our forms that has 100+ fields.  Every time I remove / add
> a output mapping field, the developer studio does some mass server
> communication that takes about 30 seconds.  To do what exactly, I'm not
> sure...  If I have the web service object reserved, why would it need to go
> to the server for changes or whatever?  I haven't even saved the object
> yet... why is it talking to the server??
>
> Why can't it just load the entire web service object and the form it
> references into a cache so that the "user experience" is fast and snappy
> after the initial load?  Then when I save the web service, perform the due
> diligence to ensure the mappings are correct.
>
> I have used the knowledge base to look for "enhancements" and tricks when
> using the developer studio, but alas it seems no one else suffers from this
> issue or no one has encountered it / reported it.
>
> It would be nice if BMC provided configuration settings that we could pass
> to the developer studio to configure how we want the tool to act and when we
> want the tool to communicate to the database or put more options in the
> preferences to configure the performance of the developer studio.
>
> Perhaps something greater than just adjusting the memory that java uses...
> Perhaps there could be a white paper on database optimizations that would
> help the developer studio perform better.
>
> It would also be nice if while we are waiting for a form or other object to
> load, that a progress bar is displayed or something that tells us what the
> tool i

Re: Frustrations with Remedy Developer Studio 7.5

[LJ LongWing]

Bob,

I LONG AGO started using the Admin/Dev Studio from a RDP session into my 
server….it just made sense at the time I started doing it, and still does.  My 
Dev servers are a relatively slow network link away from my VPN location, so 
any/all interaction with them other than the user tool is excruciating….I don’t 
know if that’s an option for you….but when doing anything other than ‘light 
work’, I do it through RDP on the server itself J

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Robert Halstead
Sent: Monday, February 14, 2011 3:44 PM
To: arslist@ARSLIST.ORG
Subject: Frustrations with Remedy Developer Studio 7.5

 

** Forgive me as this is more of a rant.

 

My patience for Remedy Developer Studio 7.5 is growing thin.  I find that 
performing the most insignificant tasks become a test in patience as the tool 
communicates to server for every single action.  

 

Selecting a field on a form, talk to the server to get properties.  

Selecting multiple fields, talk to the server to get all properties.  

Select a field in a web service definition... 

 

The latter will take quite a bit of time if you have a lot of fields on a form.

 

I'm getting very frustrated with the performance of the Developer Studio..  I 
wish that the tool cached the objects from the database like the Migrator does 
and only updates when needed or when the developer forces the refresh.  Even 
have a periodic refresh would be nice..

 

I wish that the tool wasn't so chatty back to the server.  It doesn't make 
sense that when object reservation is enabled, that the tool would need to go 
to the server for each field (like it would have changed since I have the form 
reserved?).

 

Right now I'm pulling my hair out trying to modify a web service operation we 
have on one of our forms that has 100+ fields.  Every time I remove / add a 
output mapping field, the developer studio does some mass server communication 
that takes about 30 seconds.  To do what exactly, I'm not sure...  If I have 
the web service object reserved, why would it need to go to the server for 
changes or whatever?  I haven't even saved the object yet... why is it talking 
to the server??

 

Why can't it just load the entire web service object and the form it references 
into a cache so that the "user experience" is fast and snappy after the initial 
load?  Then when I save the web service, perform the due diligence to ensure 
the mappings are correct.

 

I have used the knowledge base to look for "enhancements" and tricks when using 
the developer studio, but alas it seems no one else suffers from this issue or 
no one has encountered it / reported it.

 

It would be nice if BMC provided configuration settings that we could pass to 
the developer studio to configure how we want the tool to act and when we want 
the tool to communicate to the database or put more options in the preferences 
to configure the performance of the developer studio.

 

Perhaps something greater than just adjusting the memory that java uses...

Perhaps there could be a white paper on database optimizations that would help 
the developer studio perform better.

 

It would also be nice if while we are waiting for a form or other object to 
load, that a progress bar is displayed or something that tells us what the tool 
is doing. Most of my time spent in the developer studio is the "white screen" 
as the tool becomes unresponsive during save's or object retrievals from the 
server..   As a developer, I want to know what the tool is doing so that when I 
complain to BMC that the performance is slow, I have a point of reference.  If 
I know generally what is going on, maybe I can optimize the database so that 
the operation is quicker?  Who knows!

 

Whats frustrating is that after 1 revision and 7 patches later, I would expect 
the developer studio to have all the bugs and performance issues ironed out and 
be fast and snappy...  Nope.

 

How do BMC's Remedy developers program in this?  Don't they get frustrated with 
the NullPointerErrors and slow responsiveness? I'm guessing that they just 
install a remedy server on their local box to avoid the performance issue of 
the network.

 

I think the development studio is a giant step up from the old Remedy 
Administrator that we have all used in the past.  But now that the tool is main 
stream, there needs to be some serious work done to make the tool more 
responsive and optimized when connecting over the network.

 

Again, sorry for the rant, I just needed to vent.


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

Bob Halstead

_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ 


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Re: Frustrations with Remedy Developer Studio 7.5

[Robert Halstead]

Thanks for replying Tommy.  Yea I know about the dev cache mode and we have
it enabled on our dev server.  Even with the dev cache mode turned on, I
just wish the developer studio didn't talk to the server so much and had a
cache of it's own.  IMO, it should only talk to the server when I'm opening
the object and saving the object.. With the exception of modifying table
fields I guess ;)

On Mon, Feb 14, 2011 at 2:56 PM, Tommy Morris
wrote:

> One thing to make sure of is that Developer Cache Mode is turned on. Our
> app server crashed every time a developer would try to do anything in Dev
> Tool without dev cache mode on. And since we cannot put the server in Dev
> Cache mode during Production Hours I have to do after hours “code changes”
> to change the time on a notification escalation.
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Robert Halstead
> *Sent:* Monday, February 14, 2011 4:44 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Frustrations with Remedy Developer Studio 7.5
>
>
>
> ** Forgive me as this is more of a rant.
>
>
>
> My patience for Remedy Developer Studio 7.5 is growing thin.  I find that
> performing the most insignificant tasks become a test in patience as the
> tool communicates to server for every single action.
>
>
>
> Selecting a field on a form, talk to the server to get properties.
>
> Selecting multiple fields, talk to the server to get all properties.
>
> Select a field in a web service definition...
>
>
>
> The latter will take quite a bit of time if you have a lot of fields on a
> form.
>
>
>
> I'm getting very frustrated with the performance of the Developer Studio..
>  I wish that the tool cached the objects from the database like the Migrator
> does and only updates when needed or when the developer forces the refresh.
>  Even have a periodic refresh would be nice..
>
>
>
> I wish that the tool wasn't so chatty back to the server.  It doesn't make
> sense that when object reservation is enabled, that the tool would need to
> go to the server for each field (like it would have changed since I have the
> form reserved?).
>
>
>
> Right now I'm pulling my hair out trying to modify a web service operation
> we have on one of our forms that has 100+ fields.  Every time I remove / add
> a output mapping field, the developer studio does some mass server
> communication that takes about 30 seconds.  To do what exactly, I'm not
> sure...  If I have the web service object reserved, why would it need to go
> to the server for changes or whatever?  I haven't even saved the object
> yet... why is it talking to the server??
>
>
>
> Why can't it just load the entire web service object and the form it
> references into a cache so that the "user experience" is fast and snappy
> after the initial load?  Then when I save the web service, perform the due
> diligence to ensure the mappings are correct.
>
>
>
> I have used the knowledge base to look for "enhancements" and tricks when
> using the developer studio, but alas it seems no one else suffers from this
> issue or no one has encountered it / reported it.
>
>
>
> It would be nice if BMC provided configuration settings that we could pass
> to the developer studio to configure how we want the tool to act and when we
> want the tool to communicate to the database or put more options in the
> preferences to configure the performance of the developer studio.
>
>
>
> Perhaps something greater than just adjusting the memory that java uses...
>
> Perhaps there could be a white paper on database optimizations that would
> help the developer studio perform better.
>
>
>
> It would also be nice if while we are waiting for a form or other object to
> load, that a progress bar is displayed or something that tells us what the
> tool is doing. Most of my time spent in the developer studio is the "white
> screen" as the tool becomes unresponsive during save's or object retrievals
> from the server..   As a developer, I want to know what the tool is doing so
> that when I complain to BMC that the performance is slow, I have a point of
> reference.  If I know generally what is going on, maybe I can optimize the
> database so that the operation is quicker?  Who knows!
>
>
>
> Whats frustrating is that after 1 revision and 7 patches later, I would
> expect the developer studio to have all the bugs and performance issues
> ironed out and be fast and snappy...  Nope.
>
>
>
> How do BMC's Remedy developers program in this?  Don't they get frustrated
> with the NullPointerErrors and slow responsiveness? I'm guessing that they
> just install a remedy server on their local box to avoid the performance
> issue of the network.
>
>
>
> I think the development studio is a giant step up from the old Remedy
> Administrator that we have all used in the past.  But now that the tool is
> main stream, there needs to be some serious work done to make the tool more
> responsive and optimized when connecting over t

Re: Frustrations with Remedy Developer Studio 7.5

[Tommy Morris]

One thing to make sure of is that Developer Cache Mode is turned on. Our app 
server crashed every time a developer would try to do anything in Dev Tool 
without dev cache mode on. And since we cannot put the server in Dev Cache mode 
during Production Hours I have to do after hours “code changes” to change the 
time on a notification escalation.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Robert Halstead
Sent: Monday, February 14, 2011 4:44 PM
To: arslist@ARSLIST.ORG
Subject: Frustrations with Remedy Developer Studio 7.5

 

** Forgive me as this is more of a rant.

 

My patience for Remedy Developer Studio 7.5 is growing thin.  I find that 
performing the most insignificant tasks become a test in patience as the tool 
communicates to server for every single action.  

 

Selecting a field on a form, talk to the server to get properties.  

Selecting multiple fields, talk to the server to get all properties.  

Select a field in a web service definition... 

 

The latter will take quite a bit of time if you have a lot of fields on a form.

 

I'm getting very frustrated with the performance of the Developer Studio..  I 
wish that the tool cached the objects from the database like the Migrator does 
and only updates when needed or when the developer forces the refresh.  Even 
have a periodic refresh would be nice..

 

I wish that the tool wasn't so chatty back to the server.  It doesn't make 
sense that when object reservation is enabled, that the tool would need to go 
to the server for each field (like it would have changed since I have the form 
reserved?).

 

Right now I'm pulling my hair out trying to modify a web service operation we 
have on one of our forms that has 100+ fields.  Every time I remove / add a 
output mapping field, the developer studio does some mass server communication 
that takes about 30 seconds.  To do what exactly, I'm not sure...  If I have 
the web service object reserved, why would it need to go to the server for 
changes or whatever?  I haven't even saved the object yet... why is it talking 
to the server??

 

Why can't it just load the entire web service object and the form it references 
into a cache so that the "user experience" is fast and snappy after the initial 
load?  Then when I save the web service, perform the due diligence to ensure 
the mappings are correct.

 

I have used the knowledge base to look for "enhancements" and tricks when using 
the developer studio, but alas it seems no one else suffers from this issue or 
no one has encountered it / reported it.

 

It would be nice if BMC provided configuration settings that we could pass to 
the developer studio to configure how we want the tool to act and when we want 
the tool to communicate to the database or put more options in the preferences 
to configure the performance of the developer studio.

 

Perhaps something greater than just adjusting the memory that java uses...

Perhaps there could be a white paper on database optimizations that would help 
the developer studio perform better.

 

It would also be nice if while we are waiting for a form or other object to 
load, that a progress bar is displayed or something that tells us what the tool 
is doing. Most of my time spent in the developer studio is the "white screen" 
as the tool becomes unresponsive during save's or object retrievals from the 
server..   As a developer, I want to know what the tool is doing so that when I 
complain to BMC that the performance is slow, I have a point of reference.  If 
I know generally what is going on, maybe I can optimize the database so that 
the operation is quicker?  Who knows!

 

Whats frustrating is that after 1 revision and 7 patches later, I would expect 
the developer studio to have all the bugs and performance issues ironed out and 
be fast and snappy...  Nope.

 

How do BMC's Remedy developers program in this?  Don't they get frustrated with 
the NullPointerErrors and slow responsiveness? I'm guessing that they just 
install a remedy server on their local box to avoid the performance issue of 
the network.

 

I think the development studio is a giant step up from the old Remedy 
Administrator that we have all used in the past.  But now that the tool is main 
stream, there needs to be some serious work done to make the tool more 
responsive and optimized when connecting over the network.

 

Again, sorry for the rant, I just needed to vent.


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

Bob Halstead

_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ 

Frustrations with Remedy Developer Studio 7.5

[Robert Halstead]

Forgive me as this is more of a rant.

My patience for Remedy Developer Studio 7.5 is growing thin.  I find that
performing the most insignificant tasks become a test in patience as the
tool communicates to server for every single action.

Selecting a field on a form, talk to the server to get properties.
Selecting multiple fields, talk to the server to get all properties.
Select a field in a web service definition...

The latter will take quite a bit of time if you have a lot of fields on a
form.

I'm getting very frustrated with the performance of the Developer Studio..
 I wish that the tool cached the objects from the database like the Migrator
does and only updates when needed or when the developer forces the refresh.
 Even have a periodic refresh would be nice..

I wish that the tool wasn't so chatty back to the server.  It doesn't make
sense that when object reservation is enabled, that the tool would need to
go to the server for each field (like it would have changed since I have the
form reserved?).

Right now I'm pulling my hair out trying to modify a web service operation
we have on one of our forms that has 100+ fields.  Every time I remove / add
a output mapping field, the developer studio does some mass server
communication that takes about 30 seconds.  To do what exactly, I'm not
sure...  If I have the web service object reserved, why would it need to go
to the server for changes or whatever?  I haven't even saved the object
yet... why is it talking to the server??

Why can't it just load the entire web service object and the form it
references into a cache so that the "user experience" is fast and snappy
after the initial load?  Then when I save the web service, perform the due
diligence to ensure the mappings are correct.

I have used the knowledge base to look for "enhancements" and tricks when
using the developer studio, but alas it seems no one else suffers from this
issue or no one has encountered it / reported it.

It would be nice if BMC provided configuration settings that we could pass
to the developer studio to configure how we want the tool to act and when we
want the tool to communicate to the database or put more options in the
preferences to configure the performance of the developer studio.

Perhaps something greater than just adjusting the memory that java uses...
Perhaps there could be a white paper on database optimizations that would
help the developer studio perform better.

It would also be nice if while we are waiting for a form or other object to
load, that a progress bar is displayed or something that tells us what the
tool is doing. Most of my time spent in the developer studio is the "white
screen" as the tool becomes unresponsive during save's or object retrievals
from the server..   As a developer, I want to know what the tool is doing so
that when I complain to BMC that the performance is slow, I have a point of
reference.  If I know generally what is going on, maybe I can optimize the
database so that the operation is quicker?  Who knows!

Whats frustrating is that after 1 revision and 7 patches later, I would
expect the developer studio to have all the bugs and performance issues
ironed out and be fast and snappy...  Nope.

How do BMC's Remedy developers program in this?  Don't they get frustrated
with the NullPointerErrors and slow responsiveness? I'm guessing that they
just install a remedy server on their local box to avoid the performance
issue of the network.

I think the development studio is a giant step up from the old Remedy
Administrator that we have all used in the past.  But now that the tool is
main stream, there needs to be some serious work done to make the tool more
responsive and optimized when connecting over the network.

Again, sorry for the rant, I just needed to vent.

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

Bob Halstead

___
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Re: BMC Remedy ITSM Suite Preconfigured Stack Installer 7.6.04

[Easter, David]

To answer the questions:

> Does the BMC Remedy ITSM Suite Preconfigured Stack 7.6.04 only work with 
> Microsoft SQL Server 2008?  

No - but that's the only option currently under Windows.  Oracle is an 
available option for Solaris and RHEL right now.

> If my DB is Oracle, I can't use the installer? Yes or No

No.  If you are on Solaris or RHEL, then you can use the installer.  

The SSI is currently available for Windows 2008/SQL Server 2008, Solaris 10 / 
Oracle 11g, RHEL 5.x / Oracle 11g.   The intention is to add additional 
combinations in future releases or service packs where the market demand exists.

-David J. Easter
Manager of Product Management, Remedy Platform
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:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Monday, February 14, 2011 01:16 PM
To: arslist@ARSLIST.ORG
Subject: BMC Remedy ITSM Suite Preconfigured Stack Installer 7.6.04

I need to clarify something.

Does the BMC Remedy ITSM Suite Preconfigured Stack 7.6.04 only work with
Microsoft SQL Server 2008?  Yes or No

If my DB is Oracle, I can't use the installer? Yes or No

After spending 45 minutes waiting for the file to DL from the FTP site,
it failed.  There has to be an easier way!  I could have driven over to
the BMC offices and picked up a CD faster than it took to DL and fail!



Claire Sanford 
Information Systems Division 
Memorial Hermann Healthcare System
System Services Tower North - 2:105 
920 Frostwood, Houston, TX 77024 
Phone: 713 338 6035 
claire.sanf...@memorialhermann.org 

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Re: BMC Remedy ITSM Suite Download site

[Pierson, Shawn]

I used the download manager.  It made me install some plugin or something, but 
once that was there it worked fine.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Monday, February 14, 2011 3:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Remedy ITSM Suite Download site

In the same thread

I tried the FTP site, and the files went through the entire d/l process
and then bombed.

Now I am trying their Download Manager and it is doing nothing.  Just
sitting there  "Downloading (1 of 4)  Total Progress: (blank) %

This is the first time I have had to do a full d/l from BMC's site.
Makes me really wish for the good old days!

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Monday, February 14, 2011 3:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Remedy ITSM Suite Preconfigured Stack Installer 7.6.04

More to the point, it requires that you be running a UNICODE database
(release notes pg 7).  There are now versions for Windows 2008 x64/SQL
2008; Solaris 10/Oracle 11g x64, and RHEL 5 x64/Oracle 11g x64 (same
page).

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

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Monday, February 14, 2011 3:16 PM
To: arslist@ARSLIST.ORG
Subject: BMC Remedy ITSM Suite Preconfigured Stack Installer 7.6.04

I need to clarify something.

Does the BMC Remedy ITSM Suite Preconfigured Stack 7.6.04 only work with
Microsoft SQL Server 2008?  Yes or No

If my DB is Oracle, I can't use the installer? Yes or No

After spending 45 minutes waiting for the file to DL from the FTP site,
it failed.  There has to be an easier way!  I could have driven over to
the BMC offices and picked up a CD faster than it took to DL and fail!



Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
System Services Tower North - 2:105
920 Frostwood, Houston, TX 77024
Phone: 713 338 6035
claire.sanf...@memorialhermann.org


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Re: BMC Remedy ITSM Suite Download site

[Sanford, Claire]

In the same thread

I tried the FTP site, and the files went through the entire d/l process
and then bombed.

Now I am trying their Download Manager and it is doing nothing.  Just
sitting there  "Downloading (1 of 4)  Total Progress: (blank) % 

This is the first time I have had to do a full d/l from BMC's site.
Makes me really wish for the good old days! 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Monday, February 14, 2011 3:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Remedy ITSM Suite Preconfigured Stack Installer 7.6.04

More to the point, it requires that you be running a UNICODE database
(release notes pg 7).  There are now versions for Windows 2008 x64/SQL
2008; Solaris 10/Oracle 11g x64, and RHEL 5 x64/Oracle 11g x64 (same
page).

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

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Monday, February 14, 2011 3:16 PM
To: arslist@ARSLIST.ORG
Subject: BMC Remedy ITSM Suite Preconfigured Stack Installer 7.6.04

I need to clarify something.

Does the BMC Remedy ITSM Suite Preconfigured Stack 7.6.04 only work with
Microsoft SQL Server 2008?  Yes or No

If my DB is Oracle, I can't use the installer? Yes or No

After spending 45 minutes waiting for the file to DL from the FTP site,
it failed.  There has to be an easier way!  I could have driven over to
the BMC offices and picked up a CD faster than it took to DL and fail!



Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
System Services Tower North - 2:105
920 Frostwood, Houston, TX 77024
Phone: 713 338 6035
claire.sanf...@memorialhermann.org 


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Re: BMC Remedy ITSM Suite Preconfigured Stack Installer 7.6.04

[Pierson, Shawn]

For the download speed issues, you must be having some network problems in your 
office.  I just recently started downloading some installers to prepare for our 
7.6.4 upgrade and I've had no problems.  The Preconfigured Stack Installer took 
just a few minutes for me.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Monday, February 14, 2011 3:16 PM
To: arslist@ARSLIST.ORG
Subject: BMC Remedy ITSM Suite Preconfigured Stack Installer 7.6.04

I need to clarify something.

Does the BMC Remedy ITSM Suite Preconfigured Stack 7.6.04 only work with
Microsoft SQL Server 2008?  Yes or No

If my DB is Oracle, I can't use the installer? Yes or No

After spending 45 minutes waiting for the file to DL from the FTP site,
it failed.  There has to be an easier way!  I could have driven over to
the BMC offices and picked up a CD faster than it took to DL and fail!



Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
System Services Tower North - 2:105
920 Frostwood, Houston, TX 77024
Phone: 713 338 6035
claire.sanf...@memorialhermann.org

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Private and confidential as detailed here: 
http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the 
link, please e-mail sender.

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Re: BMC Remedy ITSM Suite Preconfigured Stack Installer 7.6.04

[strauss]

More to the point, it requires that you be running a UNICODE database (release 
notes pg 7).  There are now versions for Windows 2008 x64/SQL 2008; Solaris 
10/Oracle 11g x64, and RHEL 5 x64/Oracle 11g x64 (same page).

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

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Monday, February 14, 2011 3:16 PM
To: arslist@ARSLIST.ORG
Subject: BMC Remedy ITSM Suite Preconfigured Stack Installer 7.6.04

I need to clarify something.

Does the BMC Remedy ITSM Suite Preconfigured Stack 7.6.04 only work with
Microsoft SQL Server 2008?  Yes or No

If my DB is Oracle, I can't use the installer? Yes or No

After spending 45 minutes waiting for the file to DL from the FTP site,
it failed.  There has to be an easier way!  I could have driven over to
the BMC offices and picked up a CD faster than it took to DL and fail!



Claire Sanford 
Information Systems Division 
Memorial Hermann Healthcare System
System Services Tower North - 2:105 
920 Frostwood, Houston, TX 77024 
Phone: 713 338 6035 
claire.sanf...@memorialhermann.org 

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BMC Remedy ITSM Suite Preconfigured Stack Installer 7.6.04

[Sanford, Claire]

I need to clarify something.

Does the BMC Remedy ITSM Suite Preconfigured Stack 7.6.04 only work with
Microsoft SQL Server 2008?  Yes or No

If my DB is Oracle, I can't use the installer? Yes or No

After spending 45 minutes waiting for the file to DL from the FTP site,
it failed.  There has to be an easier way!  I could have driven over to
the BMC offices and picked up a CD faster than it took to DL and fail!



Claire Sanford 
Information Systems Division 
Memorial Hermann Healthcare System
System Services Tower North - 2:105 
920 Frostwood, Houston, TX 77024 
Phone: 713 338 6035 
claire.sanf...@memorialhermann.org 

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Re: Remedy Midtier

[Philip, Saji L]

Hey, LJ

I got it fixed.  I think I was using the wrong mid-tier version.  Installed 
mid-tier 7.0.01 Patch 11 and its working.   I really hate IIS.


Saji


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Monday, February 14, 2011 11:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Midtier

Saji,
Have you checked your Tomcat (assuming that's your jsp engine) logs to see 
what's going on in there?  Or you can configure your mid-tier logging and see 
what that shows you.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Philip, Saji L
Sent: Monday, February 14, 2011 9:40 AM
To: arslist@ARSLIST.ORG
Subject: Remedy Midtier

**
Hello, Listers

  I just installed a new Mid-tier ( 7.x ) pointing to a 6.03 platform.  I am 
getting an error when I login in to the mid-tier

 ARRER [9215] Internal Error



Saji
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Re: SLM / Notification

[Kelly Gatewood]

Vianna,

Are these service targets in a group?

If not, it would seem that you need to configure both of the Service Targets to 
be a member of the same Service Target group.  If you do that, then when the 
condition for the first is no longer met, it will detach the service target and 
then attach the one which meets the current condition of the incident.

You might want to refer to page 44 of the Service Level Management 
Configuration Guide.

Thanks

Kelly Gatewood
IT Prophets, LLC
615-830-5078
kgatew...@itprophets.com

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vianna Vianna
Sent: Monday, February 14, 2011 10:47 AM
To: arslist@ARSLIST.ORG
Subject: SLM / Notification

**
Hello
We have an SLT that's built based on priority for Incident Management. When a 
ticket is logged as a HIGH or CRITICAL, it notifies a specific subset of 
people. The problem is that when it's logged as a LOW and then the priority 
changes to a HIGH or CRITICAL, it does not trigger that notification. Is it 
something in the way I've configured the service level target?

We are using Incident Management 7.0.03 patch 9
and
SLM 7.1

Any help or suggestions would be appreciated.

Vianna
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers 
Are"_

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Re: worklog entry - Created from Incident

[Luttmann, Michael W Mr CTR DISA CD553]

In Application Administration Console, Custom Configuration, Incident
Management: Rules

You will find that "Create Request on Submit" is set to "Yes".  If so,
then whenever an Incident is manually created, a Service Request is also
created. This helps maintain a one-to-one relationship between Incidents
and Requests, and allows the customer to track the incident in Requester
Console as if it came from there.  This process adds the Work Info entry
you cite, in much the same manner as the Work Info entry that is created
when the Incident is created from the Service Request.  It merely
indicates the source of the incident.


Mike Luttmann

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vianna Vianna
Sent: Monday, February 14, 2011 10:31 AM
To: arslist@ARSLIST.ORG
Subject: worklog entry - Created from Incident

-- Information from the mail header
---
Sender:   "Action Request System discussion list(ARSList)"

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Re: Building Data-driven Notification templates

[Chintan Shah]

Hi Misi,

Thanks for reply. I made sure that DB names are 
correct however simple set fields actions does not work for translating 
DB field names to values.

Eric Roys has provided a solution on BMCDN which works exactly the way I wanted 
it to work(although needed to modify a bit to suit my requirements..but 
provides a good framework to start from)...sharing it with list..
 
http://communities.bmc.com/communities/docs/DOC-13083

Thanks Eric!

Regards,
Chintan.

--- On Wed, 2/9/11, Misi Mladoniczky  wrote:

From: Misi Mladoniczky 
Subject: Re: Building Data-driven Notification templates
To: arslist@ARSLIST.ORG
Date: Wednesday, February 9, 2011, 11:25 PM

Hi,

Apparently something is wrong with the Set-Fields action. Maybe it has
reverted to CURRENT TRANSACTION.

Re-examine the search-qualification and the assign string.

Enter the assign-string again by choosing each field from menus instead of
typing them.

        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.

> Hi all,
>
> I will try to keep this simple.
>
> I have a Form A with fields $Email Body$, $Problem Summary$, $Problem
> Description$.
>
> I have Form B which holds values on how to build content for $EmailBody$
> on Form A.
>
> Value on Form B:
>     "Problem Summary: "+$Problem Summary$+"
> Description: "+$Problem Description$.
>
> Now, I use a filter which does the following
>
>   1. Set fields on Email Body on Form A from Form B.
>   So Email Body=   "Problem Summary: "+$Problem Summary$+"
> Description: "+$Problem Description$.
>   2. Then I have a "Notify" action that would use $Email Body$ as the
> Body of email to be sent out.
>
> The problem I am facing here is Email Body is not expanding. In outgoing
> email, I see the value of body as
>
> "Problem Summary:"+$Problem Summary$+" Description: "+$Problem
> Description$
>
>   instead of
>
>  "Problem Summary: ABC Description: Description of ABC Problem".
>
> Basically, the fields ID are not replaced by actual values.
>
> Any help is greatly appreciated. We want to do this using workflow and not
> through email engine templates.
>
> Thanks
> Chintan.
>
>
>
>
>
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Re: worklog entry - Created from Incident

[Vianna Vianna]

Hi Thad
We are on the same version of ITSM and running SRM 2.2 as well. This is very 
helpful actually. Thank you! 
 


Date: Mon, 14 Feb 2011 10:11:53 -0800
From: thad.es...@gmail.com
Subject: Re: worklog entry - Created from Incident
To: arslist@ARSLIST.ORG

** Vi,

I didn't see your version information, we're on ITSM 7.0.3 and just getting 
ready to put in SRM 2.2.  A quick scan for that text string using Abydos 
Analyser (good product) shows that the only two places that text appears is in 
the INT:HPDSRM:INC:CreateRequest_610_Submit filter (attached to HPD:Help Desk) 
and HPD:LHD:CreateRequestWorkInfo (attached to HPD:LoadHelpDesk).

The 'CreateRequest_610' filter pulls that text in from SYS:Message Box, and 
then pushes it out as a work info entry while creating the SRM record.  The run 
if of that filter is: ( 'Flag_Create_Request' = "Yes") AND ( 'AccessMode' != 
"Remote")

You said the actual work info is for an Incident though, so I'm not sure if SRM 
is sending it back to Incident.  Either way, knowing that it starts when an 
Incident submission creates an SRM record should help.

Thad


On Mon, Feb 14, 2011 at 9:46 AM, Vianna Vianna  wrote:

** 
Hi there
Nope, it actually says "Created from Incident". And strangely the entry 
generates at odd times, (not on submission). I'm thinking it might be related 
to Service Level Targets but I don't know how or why. 
 
Thanks
 


Date: Mon, 14 Feb 2011 12:35:58 -0500
From: tauf.chowdh...@frx.com
Subject: Re: worklog entry - Created from Incident
To: arslist@ARSLIST.ORG




** 

Are you sure it says Created from Incident or Created from Service Request? 
Usually when SRM is used to submit a request in which the fulfillment app is 
Incident, it submits a default Work Info entry in the Incident record that 
states such a message. 
 

Tauf Chowdhury | Forest Laboratories, Inc.
Analyst, Service Management
Mobile:646.483.2779
 




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vianna Vianna
Sent: Monday, February 14, 2011 12:31 PM
To: arslist@ARSLIST.ORG
Subject: worklog entry - Created from Incident
 
Hello again
 
Somebody has brought to my attention that occassionly we have a work info entry 
appear in our Incident Management work info table that says: Created from 
Incident (with the header as: Customer Communication). It looks like it's being 
auto populated but we're not sure what's triggering it. It looks to be 
sporadic. 
 
Anybody have an idea why this entry is being generated? 
 
Thanks
 
Vi

This e-mail and its attachments may contain Forest Laboratories, Inc. 
proprietary information that is privileged, confidential or subject to 
copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely 
for the use of the individual or entity to which it is addressed. If you are 
not the intended recipient of this e-mail, or the employee or agent responsible 
for delivering this e-mail to the intended recipient, you are hereby notified 
that any dissemination, distribution, copying or action taken in relation to 
the contents of and attachments to this e-mail is strictly prohibited and may 
be unlawful. If you have received this e-mail in error, please notify the 
sender immediately and permanently delete the original and any copy of this 
e-mail and any printout.
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 
www.wwrug.com ARSlist: "Where the Answers Are"_ 


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Remedy Developer Job in Washington DC

[bob lind]

Please send email to bob.l...@klslconsulting.com for more information:
249378 - Sr Remedy Developer
$75/hr 1099
6 months funding with strong possibility of renewal
position closes 2/23

Senior Remedy Developer will serve as one of several key technical resources
for the District's Remedy 7.5 upgrade project. The candidate will work under
the supervision of a Development Manager to upgrade all of the District's
Remedy Services, including custom applications built using the Remedy ARS
platform, to the latest Remedy version of 7.5 (Current Version is 5.5).

Candidate will also advise executives on best practices during the upgrade
project. Candidate undertakes complex development efforts, is responsible
for delivering solutions on-time and on-budget. Strong communication skills
as well as the ability to drive creative solutions to business problems is
highly desired.

Responsibilities:
• Act as a key technical resource in the Remedy 7.5 upgrade project.
• Develops Remedy ITSM Suite and Custom Application solutions in new 7.5
environment.
• Architect solutions in BMC Remedy Action Request System (ARS) up to 7.x as
well as ITSM suite, CMDB, SRM, Mid-Tier and related tools.
• As needed during the 7.5 upgrade project: analyze, design and develop new
requirements, customizes new ITSM applications, upgrading ITSM App from
earlier version to 7.x and developing complex applications using ARS
development environment.
• Develop Crystal Reports and deploy in Crystal Enterprise Server in support
of the 7.5 upgrade project.
• Integrate various external integration tools with ARS Including but not
limited to HP Open View, LDAP, Business Objects and Mobile Device Platforms
in support of the 7.5 upgrade project.

Required Experience:
Remedy ARS (version 5 – present)  (8  Years)
Remedy ITSM (version 5 – present)  (8  Years)
Database Administration  (3  Years)
Report Writer Administration  (5  Years)
OS/Network Administration  (5  Years)
Certified Remedy Skilled Professional (Nice to have)
ITIL Version 3 Certified  (Nice to have)
Experience with Remedy Platform major version upgrade  (Highly desired)
CMDB experience  (Highly desired)

Candidate must be available for occasional after hours emergency support.
There are no reimbursable expenses.

Work Location:  Remedy Service Group: 441 4th St NW, Suite 1045 North



-- 
Bob Lind
IT Jobs posted daily on
klslconsulting.com/jobs

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Re: worklog entry - Created from Incident

[Thad Esser]

Vi,

I didn't see your version information, we're on ITSM 7.0.3 and just getting
ready to put in SRM 2.2.  A quick scan for that text string using Abydos
Analyser (good product) shows that the only two places that text appears is
in the INT:HPDSRM:INC:CreateRequest_610_Submit filter (attached to HPD:Help
Desk) and HPD:LHD:CreateRequestWorkInfo (attached to HPD:LoadHelpDesk).

The 'CreateRequest_610' filter pulls that text in from SYS:Message Box, and
then pushes it out as a work info entry while creating the SRM record.  The
run if of that filter is: ( 'Flag_Create_Request' = "Yes") AND (
'AccessMode' != "Remote")

You said the actual work info is for an Incident though, so I'm not sure if
SRM is sending it back to Incident.  Either way, knowing that it starts when
an Incident submission creates an SRM record should help.

Thad

On Mon, Feb 14, 2011 at 9:46 AM, Vianna Vianna wrote:

> **
> Hi there
> Nope, it actually says "Created from Incident". And strangely the
> entry generates at odd times, (not on submission). I'm thinking it might be
> related to Service Level Targets but I don't know how or why.
>
> Thanks
>
> --
> Date: Mon, 14 Feb 2011 12:35:58 -0500
> From: tauf.chowdh...@frx.com
> Subject: Re: worklog entry - Created from Incident
> To: arslist@ARSLIST.ORG
>
>
> **
>
> Are you sure it says Created from Incident or Created from Service Request?
> Usually when SRM is used to submit a request in which the fulfillment app is
> Incident, it submits a default Work Info entry in the Incident record that
> states such a message.
>
>
>
> *T**auf** **C**howdhury** **|** **F**orest** **L**aboratories**, **I**nc.*
> **
>
> Analyst, Service Management
>
> Mobile:646.483.2779 <+16464832779>
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Vianna Vianna
> *Sent:* Monday, February 14, 2011 12:31 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* worklog entry - Created from Incident
>
>
>
> Hello again
>
> Somebody has brought to my attention that occassionly we have a work info
> entry appear in our Incident Management work info table that says: *Created
> from Incident* (with the header as: *Customer Communication*). It looks
> like it's being auto populated but we're not sure what's triggering it. It
> looks to be sporadic.
>
> Anybody have an idea why this entry is being generated?
>
> Thanks
>
> Vi
> --
> This e-mail and its attachments may contain Forest Laboratories, Inc.
> proprietary information that is privileged, confidential or subject to
> copyright belonging to Forest Laboratories, Inc. This e-mail is intended
> solely for the use of the individual or entity to which it is addressed. If
> you are not the intended recipient of this e-mail, or the employee or agent
> responsible for delivering this e-mail to the intended recipient, you are
> hereby notified that any dissemination, distribution, copying or action
> taken in relation to the contents of and attachments to this e-mail is
> strictly prohibited and may be unlawful. If you have received this e-mail in
> error, please notify the sender immediately and permanently delete the
> original and any copy of this e-mail and any printout.
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend
> WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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Re: worklog entry - Created from Incident

[Vianna Vianna]

Hi there
Nope, it actually says "Created from Incident". And strangely the entry 
generates at odd times, (not on submission). I'm thinking it might be related 
to Service Level Targets but I don't know how or why. 
 
Thanks
 


Date: Mon, 14 Feb 2011 12:35:58 -0500
From: tauf.chowdh...@frx.com
Subject: Re: worklog entry - Created from Incident
To: arslist@ARSLIST.ORG

** 








Are you sure it says Created from Incident or Created from Service Request? 
Usually when SRM is used to submit a request in which the fulfillment app is 
Incident, it submits a default Work Info entry in the Incident record that 
states such a message. 
 

Tauf Chowdhury | Forest Laboratories, Inc.
Analyst, Service Management
Mobile:646.483.2779
 




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vianna Vianna
Sent: Monday, February 14, 2011 12:31 PM
To: arslist@ARSLIST.ORG
Subject: worklog entry - Created from Incident
 
Hello again
 
Somebody has brought to my attention that occassionly we have a work info entry 
appear in our Incident Management work info table that says: Created from 
Incident (with the header as: Customer Communication). It looks like it's being 
auto populated but we're not sure what's triggering it. It looks to be 
sporadic. 
 
Anybody have an idea why this entry is being generated? 
 
Thanks
 
Vi

This e-mail and its attachments may contain Forest Laboratories, Inc. 
proprietary information that is privileged, confidential or subject to 
copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely 
for the use of the individual or entity to which it is addressed. If you are 
not the intended recipient of this e-mail, or the employee or agent responsible 
for delivering this e-mail to the intended recipient, you are hereby notified 
that any dissemination, distribution, copying or action taken in relation to 
the contents of and attachments to this e-mail is strictly prohibited and may 
be unlawful. If you have received this e-mail in error, please notify the 
sender immediately and permanently delete the original and any copy of this 
e-mail and any printout.
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Re: worklog entry - Created from Incident

[Chowdhury, Tauf]

Are you sure it says Created from Incident or Created from Service
Request? Usually when SRM is used to submit a request in which the
fulfillment app is Incident, it submits a default Work Info entry in the
Incident record that states such a message. 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Mobile:646.483.2779

 



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vianna Vianna
Sent: Monday, February 14, 2011 12:31 PM
To: arslist@ARSLIST.ORG
Subject: worklog entry - Created from Incident

 

Hello again
 
Somebody has brought to my attention that occassionly we have a work
info entry appear in our Incident Management work info table that says:
Created from Incident (with the header as: Customer Communication). It
looks like it's being auto populated but we're not sure what's
triggering it. It looks to be sporadic. 
 
Anybody have an idea why this entry is being generated? 
 
Thanks
 
Vi

_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

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

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worklog entry - Created from Incident

[Vianna Vianna]

Hello again
 
Somebody has brought to my attention that occassionly we have a work info entry 
appear in our Incident Management work info table that says: Created from 
Incident (with the header as: Customer Communication). It looks like it's being 
auto populated but we're not sure what's triggering it. It looks to be 
sporadic. 
 
Anybody have an idea why this entry is being generated? 
 
Thanks
 
Vi
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Re: Remedy Midtier

[LJ LongWing]

Saji,

Have you checked your Tomcat (assuming that's your jsp engine) logs to see
what's going on in there?  Or you can configure your mid-tier logging and
see what that shows you.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Philip, Saji L
Sent: Monday, February 14, 2011 9:40 AM
To: arslist@ARSLIST.ORG
Subject: Remedy Midtier

 

** 

Hello, Listers

 

  I just installed a new Mid-tier ( 7.x ) pointing to a 6.03 platform.  I am
getting an error when I login in to the mid-tier

 

 ARRER [9215] Internal Error

 

 

 

Saji

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SLM / Notification

[Vianna Vianna]

Hello
We have an SLT that's built based on priority for Incident Management. When a 
ticket is logged as a HIGH or CRITICAL, it notifies a specific subset of 
people. The problem is that when it's logged as a LOW and then the priority 
changes to a HIGH or CRITICAL, it does not trigger that notification. Is it 
something in the way I've configured the service level target? 
 
We are using Incident Management 7.0.03 patch 9
and 
SLM 7.1
 
Any help or suggestions would be appreciated. 
 
Vianna
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Remedy Midtier

[Philip, Saji L]

Hello, Listers

  I just installed a new Mid-tier ( 7.x ) pointing to a 6.03 platform.  I am 
getting an error when I login in to the mid-tier

 ARRER [9215] Internal Error



Saji

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Re: OT ARUtilities 7.6 now available

[Benedetto Cantatore]

Doug, Les, was kind enough to reply to me already.  I've used ARUtils in
past, I think if you've been working with Remedy for any length of time,
you're bound to have some familiarity with his product.  I was only
asking as I'm on 7.1 with the intention of upgrading to 7.6.x.  Since
there's some significant changes between those versions, I had some
concerns.  
 
Thanks for the replies.  
 
PS  Been around since version 3.x , but other than technically being
there, missed out on the sixties.  :)
 
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701
 
>>> rem...@arutilities.com 02/12/11 8:59 AM >>>

I can't think of functions in ARUtilities 7.6 that would not work with
other 7x versions. I am always willing to help sort issues out if they
should come up though.

Since I was 2 when the sixties came to an end, it probably wasn't
quite
that far back Doug ;)

Les Ganton

> Benedetto,
>
> Since AR Utilities uses the 7.6 API, and the API is
backwards-compatible,
> my hunch is yes. Les can probably give us a definitive answer.
>
> For what this is worth, I have been using ARUtilities for more years
than
> I can remember. Well, what I cannot actually remember is when I
bought the
> first version, I have ARUtilities license keys going back to AR 4.5.
Or
> maybe it was in the sixties. If you can remember the sixties, you
weren't
> really there.
>
> Doug
>
>
>
> On Feb 10, 2011, at 10:48 AM, Benedetto Cantatore wrote:
>
>> **
>> Is ARUtilities backwards compatibile with the earlier 7.x versions? 
Or
>> do you we need ARUtilites to match the version you're on?
>>
>> Ben Cantatore
>> Remedy Manager
>> (914) 457-6209
>>
>> Emerging Health IT
>> 3 Odell Plaza
>> Yonkers, New York 10701
>>
>> >>> rem...@arutilities.com 02/09/11 7:39 PM >>>
>> Hello everyone,
>> ARUtilities 7.6 is a New Release
>>
>> The latest version in a line of utilities helping Remedy Developers
>> around
>> the world. This new version offers an incredible search ability for
>> quickly finding workflow. New features include the ability to import
any
>> number of images with just a few mouse clicks. Enhanced HTML
>> documentation
>> allows you to modify the look of the output by making full use of
>> Cascading Style Sheets. Show or hide most list columns to view
search
>> results your way, and reduce some processing time. if you are
supporting
>> an ARS 7.6 server then this is the utility you need most.
>>
>>
>> visit http://www.arutilities.com to download and evaluate.
>> Also take advantage of the special before time runs out.
>>
>> Thanks everyone for your support over the years and helping to make
this
>> ARUtilities the most detailed yet. Send me an email at feedback or
>> supp...@arutilities.com
>>
>>
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>> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
>
> Doug
>
> --
> Doug Blair
> d...@blairing.com
> +1 224-558-5462
>
> 200 North Arlington Heights Road
> Arlington Heights, Illinois 60004
>
>
>
>
>
>
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Re: workflow objects hiding in Developer Studio

[Joe DeSouza]

Have you queried the database? Do you see them all there?

I've very briefly worked with ARS 7.6.03 before upgrading it to 7.6.04 in a 
dev environment and have not seen issues like that.

Have you tried SQL logging at the time of listing the filters?

Also make sure your JVM memory settings are higher than that with the default 
installation of the dev studio. JVM memory may no be your issue but it never 
hurts to cross that out..

Joe


 

Don't pick lemons.
See all the new 2007 cars at Yahoo! Autos.
http://autos.yahoo.com/new_cars.html 

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