Each Group control only their assets and not having access to other group's assets
Hi there, Version 7.1 Is there any possibility in Asset Management that each Group control only their assets and not having access to other group's assets? Thanks Regards Amanullah IT Enterprise Applications DISCLAIMER: This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
******* McAfee Vulnerability Manager and REMEDY ITSM 7.x.x API ********
Hi McAfee product called Vulnerability Manager (Formerly called McAfee Foundstone). Is there an existing API between McAfee Vulnerability Manager and REMEDY using the SNMP trap information from MVM? I have a client that would like the following to happen: MVM will scan a host for vulnerabilities using SNMP, it will create a trap and log a ticket to REMEDY. Once the ticket has been closed this will provide information back and MVM will re-scan the system. What am I looking at here? Is the SNMP function REMEDY uses only to monitor something on the REMEDY server, or can this be used in conjunction with the MVM software? It was said that REMEDY can integrate with McAfee Vulnerability Manager, however I could not find anything on Google other than the auto email notification that Vulnerability Manager will mail on a SNMP trap. Regards Enslin Connect with South Africas leading Internet Service Provider and discover the magic of the Internet and all its possibilities. Call 08600 32000 or click here(http://www.mweb.co.za/productsservices/) for more. MWEB :-) CONNECT AND YOU CAN. This electronic communication and the attached file(s) are subject to a disclaimer which can be accessed on the following link: Disclaimer - or copy the following URL into your browser - http://www.mweb.co.za/disclaimer. If you are unable to view the disclaimer, please contact ab...@mweb.com for a copy. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Critical: 7.6.04 AR Servers in server group keep crashing
All, I have a ticket open with BMC but basically, my ar servers keep crashing. All I can see in the ARmonitor log is either this line: Tue Jul 12 07:54:54 2011 ARMonitor child process (pid:4332) died with 3221226356. d:\program files\bmc software\arsystem\arserver.exe OR Tue Jul 12 07:43:34 2011 ARMonitor child process (pid:1172) died with 3221225477. d:\program files\bmc software\arsystem\arserver.exe Any ideas? Arerror just shows the server restarting. ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Critical: 7.6.04 AR Servers in server group keep crashing
Hi, First of all, are all servers crashing? Second, is this on startup or after a certain amount of time? Kind regards Danny Single Sign On (SSO) for BMC Remedy ITSM and AR System http://www.javasystemsolutions.com/jss/ssoplugin All, I have a ticket open with BMC but basically, my ar servers keep crashing. All I can see in the ARmonitor log is either this line: Tue Jul 12 07:54:54 2011 ARMonitor child process (pid:4332) died with 3221226356. d:\program files\bmc software\arsystem\arserver.exe OR Tue Jul 12 07:43:34 2011 ARMonitor child process (pid:1172) died with 3221225477. d:\program files\bmc software\arsystem\arserver.exe Any ideas? Arerror just shows the server restarting. ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Each Group control only their assets and not having access to other group's assets
Hi Amanullah, One way would be to use the 'business unit' strategy of setting up each group with it's own Company entry, then you will be able to attach each set of assets to that 'company' (group). This would also let you easily separate out your administrators for each group as well. (See Multi-Tenancy documentation for your version.) Kelly Logan, Sr. Systems Administrator (Remedy), GMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777 kelly.lo...@proquest.commailto:kelly.lo...@proquest.com www.proquest.com ProQuest...Start here. 2010 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of IT (Amanullah Bashir Ahmed) Sent: Tuesday, July 12, 2011 4:58 AM To: arslist@ARSLIST.ORG Subject: Each Group control only their assets and not having access to other group's assets ** Hi there, Version 7.1 Is there any possibility in Asset Management that each Group control only their assets and not having access to other group's assets? Thanks Regards Amanullah IT Enterprise Applications DISCLAIMER:This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons. _attend WWRUG11 www.wwrug.comhttp://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: Critical: 7.6.04 AR Servers in server group keep crashing
Hi, I'm going through exactly the same thing at the moment. But I'm using ARS 7.6.03 and ITSM 7.6.03. 3 servers in a server group. You can turn on API/SQL/Filter, Server group, ARSignald, Thread logs with Copy-Cache-Logging: T in ar.conf. That is to see if you're able to view anything with the log files. In our case, we got little info there. But all we found is that the server group did not agree with the ranking of operations configured in AR System Server Group Operation Ranking form. You can follow BMC's recommendation on ranking Operations within a server group. (Admin Guide .pdf) There is also a white paper on Installing and Configuring Server groups.pdf. This helped resolve the crash problem on one of our environments. Admin, Approval, CMDB, BRE should be ranked 1 on one of the servers in the server group. Should be ranked 2 on the second server in the server group. And so on for the other servers in the server group. It is also advisable to rank Admin server with 1 for other operations like AIE, Recon, FTS, DSO. Escalation and Archive should be ranked 1 on one of the non-admin servers. If your servers are up for 9 min as you found on armonitor.log, that should be enough time to quickly do this before it goes down. Then restart all 3 servers - Admin first. OR Stop all 3 servers. Remove one of them (admin server) from server group. Start service. Ensure it stays up for 10 min at least. Ensure the ranking operations is correct. Then stop it. Add back to server group. Start back. If it stays up, you can bring back the other servers one after the other. Thanks Radhika +44 20718 20262 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf Sent: 12 July 2011 17:34 To: arslist@ARSLIST.ORG Subject: Critical: 7.6.04 AR Servers in server group keep crashing ** All, I have a ticket open with BMC but basically, my ar servers keep crashing. All I can see in the ARmonitor log is either this line: Tue Jul 12 07:54:54 2011 ARMonitor child process (pid:4332) died with 3221226356. d:\program files\bmc software\arsystem\arserver.exe OR Tue Jul 12 07:43:34 2011 ARMonitor child process (pid:1172) died with 3221225477. d:\program files\bmc software\arsystem\arserver.exe Any ideas? Arerror just shows the server restarting. 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_ Think green - keep it on the screen. This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Each Group control only their assets and not having access to other group's assets
** The other option would be to give these users "Asset User" permissions, then control their update access to the CI via the "Support By" relationships in the people tab (to their support group).Now, this would give these users the ability to view all CMDB Configuration items for their Company, but only be allowed to update CIs to which they have a "Supported By" relationship to the Support groups in which they are members.Not sure if this is what you want to do or if you want to take the "Company" approach via multi-tenancy to completely segregate the CIs.Terry On Jul 12, 2011, Logan, Kelly kelly.lo...@proquest.com wrote: ** Hi Amanullah, One way would be to use the business unit strategy of setting up each group with its own Company entry, then you will be able to attach each set of assets to that company (group). This would also let you easily separate out your administrators for each group as well. (See Multi-Tenancy documentation for your version.) Kelly Logan, Sr. Systems Administrator (Remedy), GMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777 kelly.lo...@proquest.com www.proquest.com ProQuest...Start here. 2010 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of IT (Amanullah Bashir Ahmed)Sent: Tuesday, July 12, 2011 4:58 AMTo: arslist@ARSLIST.ORGSubject: Each Group control only their assets and not having access to other group's assets ** Hi there, Version 7.1 Is there any possibility in Asset Management that each Group control only their assets and not having access to other groups assets? Thanks Regards Amanullah IT Enterprise Applications DISCLAIMER:"This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons." _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"_
SRM 7.6.4 - PDT and activate conditions.
Hello all, I am implementing a service request called X. The SRD for this service is made up of 4 PDT's, these PDT's in turn include some other PDT's and AOT's. I have a menu with 4 options on the request form, each option will cause the PDT and the workflow to branch to a particular PDT for instantiation. As a test (and also I am not finding any other form of doing this as yet) I created 4 levels in the Process definition viewer, each level with a condition (Yes and No) and a PDT on the Yes side which will fire if the condition is true (e.g. if my variable MenuOption which I have defined in the condition object is set to the correct value)... when I deploy the service and send a request, the request goes automatically to Terminated. This can only means that none of the Yes conditions are met (or evaluate to true). A screen shot has been attached. Any help will be very much appreciated, Kind Regards ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Each Group control only their assets and not having access to other group's assets
Set the user of each group as Asset users and then set the asset relation with that group to Supported By. Asset Users can only manage assets where their Group is the Supported By group. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of IT (Amanullah Bashir Ahmed) Sent: Tuesday, July 12, 2011 3:58 AM To: arslist@ARSLIST.ORG Subject: Each Group control only their assets and not having access to other group's assets ** Hi there, Version 7.1 Is there any possibility in Asset Management that each Group control only their assets and not having access to other group's assets? Thanks Regards Amanullah IT Enterprise Applications DISCLAIMER:This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons. _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 : SRM 7.6.4 - PDT and activate conditions.
attachment. --- En date de : Mar 12.7.11, Frex Popo frexp...@yahoo.fr a écrit : De: Frex Popo frexp...@yahoo.fr Objet: Re : SRM 7.6.4 - PDT and activate conditions. À: arslist@ARSLIST.ORG Date: Mardi 12 juillet 2011, 15h20 attachment --- En date de : Mar 12.7.11, Frex Popo frexp...@yahoo.fr a écrit : De: Frex Popo frexp...@yahoo.fr Objet: SRM 7.6.4 - PDT and activate conditions. À: arslist@ARSLIST.ORG Date: Mardi 12 juillet 2011, 15h15 Hello all, I am implementing a service request called X. The SRD for this service is made up of 4 PDT's, these PDT's in turn include some other PDT's and AOT's. I have a menu with 4 options on the request form, each option will cause the PDT and the workflow to branch to a particular PDT for instantiation. As a test (and also I am not finding any other form of doing this as yet) I created 4 levels in the Process definition viewer, each level with a condition (Yes and No) and a PDT on the Yes side which will fire if the condition is true (e.g. if my variable MenuOption which I have defined in the condition object is set to the correct value)... when I deploy the service and send a request, the request goes automatically to Terminated. This can only means that none of the Yes conditions are met (or evaluate to true). A screen shot has been attached. Any help will be very much appreciated, Kind Regards ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are attachment: PDT.JPG
Re : SRM 7.6.4 - PDT and activate conditions.
attachment. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Areattachment: PDT.JPG
Re: Each Group control only their assets and not having access to other group's assets
Talking about Multitenancy, please refer to Multitenancy Guide for how using CMDBRowLevelSecurity and CMDBWriteSecurity fields for Base Element class, so you can restrict read and write access for CI's using AR Groups. Best regards, Alejandro De: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] En nombre de Tommy Morris Enviado el: Martes, 12 de Julio de 2011 9:15 Para: arslist@ARSLIST.ORG Asunto: Re: Each Group control only their assets and not having access to other group's assets ** Set the user of each group as Asset users and then set the asset relation with that group to Supported By. Asset Users can only manage assets where their Group is the Supported By group. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of IT (Amanullah Bashir Ahmed) Sent: Tuesday, July 12, 2011 3:58 AM To: arslist@ARSLIST.ORG Subject: Each Group control only their assets and not having access to other group's assets ** Hi there, Version 7.1 Is there any possibility in Asset Management that each Group control only their assets and not having access to other group's assets? Thanks Regards Amanullah IT Enterprise Applications DISCLAIMER:This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons. _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 : SRM 7.6.4 - PDT and activate conditions.
I simply moved the PDT icon from the Yes branch to the No branch, I submitted a new request and this time the related incidents were created. This is obviously incorrect since it has to execute when the condition is set to yes (when it's true).. I click on view process in the process detail screen and then on the condition icon and I see the following on the panel (right hand side ).. Description: MenuOption Condition: 'MenuOption' = Yes Condition: $\NULL$ = Yes Any thoughts? Many thanks frex ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Outer join question
Hi Listers, I've build an outer join with the qualification: 'Company-ID' LIKE (% + $Company-ID$) Since it's an outer join I'd expect it to show the entries that match and those that don't match. Why is it only showing entries that match? I'm only interested in items from Form 1 that do not have corresponding items in Form 2. What qualification would do that? Mark ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Created and Resolved Same Day
HD 6.0 ARS 6.3p24 Using the Remedy User tool is there any way to query for tickets created and resolved the same day? We have create datetime and resolved datetime in datetime format only. I know I can do this for a single day but the user wants to run report each week. Thank you Frank ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Created and Resolved Same Day
You could try this - 'Status*-History.Resolved.TIME' = $DATE$ AND 'Status*-History.New.TIME' = $DATE$ Andre Hughes ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Created and Resolved Same Day
Sorry forgot about the Closed status history -
('Status*-History.Resolved.TIME' = $DATE$ AND 'Status*-History.New.TIME' =
$DATE$) OR ('Status*-History.Closed.TIME' = $DATE$ AND
'Status*-History.New.TIME' = $DATE$)
Andre
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Re: Created and Resolved Same Day
Frank,
Thinking about this I can think of how to give you tickets closed within 24
hours of being created.that would be
'Create Date' whatever AND 'Create Date whatever AND ('Create Date'
- 'SH.Time.Resolved') 86400.but because we don't have functions it would
be difficult to isolate that the create and resolve date are the same
day..but I imagine if you were creative with the modulus (%) command, you
might be able to get it.
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso
Sent: Tuesday, July 12, 2011 9:41 AM
To: arslist@ARSLIST.ORG
Subject: Created and Resolved Same Day
** HD 6.0
ARS 6.3p24
Using the Remedy User tool is there any way to query for tickets created and
resolved the same day?
We have create datetime and resolved datetime in datetime format only. I
know I can do this for a single day but the user wants to run report each
week.
Thank you
Frank
_attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_
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Re: Created and Resolved Same Day
Frank
With the user tool only you might need to settle for resolved within 24
hours
If the user works an 8 hour day you could set the resolved in less than to 8
hours
This would eliminate any that were created one day but resolved the next day
but within 24 hours.
('Resolved Date' + (3600 *(24*7)) $DATE$) AND (('Resolved Date' - 'Create
Date') (3600*24))
Resolved in the past 7 daysResolved in less
than 24 hours
Greg Givens (Contractor)
Network Applications Support
Comm: (901) 874-6957
mailto:gregory.giv...@navy.mil
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso
Sent: Tuesday, July 12, 2011 10:41 AM
To: arslist@ARSLIST.ORG
Subject: Created and Resolved Same Day
** HD 6.0
ARS 6.3p24
Using the Remedy User tool is there any way to query for tickets created and
resolved the same day?
We have create datetime and resolved datetime in datetime format only. I know I
can do this for a single day but the user wants to run report each week.
Thank you
Frank
_attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_
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smime.p7s
Description: S/MIME cryptographic signature
Join is preventing me from updating the underlying table
Hi Listers, I've build an outer join between a view form fed with data from an external system by the Oracle SQL Loader and a regular form. The idea was to run an escalation on the outer join to mark records having no corresponding records in the regular form, i.e. new data for my regular form, in order to trigger a filter that would push the new data into the regular form. For some reason the join is protesting, when the filter pushes the id being part of the join's criteria into regular form. What am I doing wrong and what options do I have. I prefer not to use direct SQL. Thanks Mark ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
ITSM ERD
Lister's, Has anyone produced a full or segmented by module ERD for any version of ITSM from 7.0.01 to 7.6.04? BMC has not produce anything as good as the BMC® Remedy® IT Service Management 7.0 Architecture document for any more recent version that I could find. I have made a request to BMC via my Sales Rep and their Help Desk I know this is a huge ERD with 7.1 at 1600 plus table to 7.6.04 to 2500 plus tables Thanks in advance for any assistance. -- GARY DRIES Remedy Administration and Development Contractor - HP Enterprise Services US Army ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Unusual Error in Out of the Box CMDB Workflow (AST:SHR:SetReadOnly_012_RequisitionIDAndOrderID)
User tool is Remedy 7.5 patch 6. AR System is 7.5 patch 6 CMDB version is 7.6.00 patch 1 When in modify mode Requisition ID and Order ID are enabled (on the Financials Tab). However the fields are greyed out and they cannot be searched against when in search mode (without using advanced search). The following action is run in the active link log whenever you go to search a computer system: ACTL Checking AST:SHR:SetReadOnly_012_RequisitionIDAndOrderID (12) ACTL - Passed qualification -- perform if actions ACTL 0: Set Characteristics ACTL For field -- Requisition ID (26317) ACTL Change field to read-write ACTL 1: Set Characteristics ACTL For field -- Order ID (26034) ACTL Change field to read-write ACTL Checking AST:SHR:CalcBookValue_080_SetDefault (80) ACTL - Failed qualification ACTL Checking AST:SHR:CalcBookValue_081_CallGuide (81) ACTL - Failed qualification ACTL Checking AST:SHR:ButtonsOnDialogFinan_101 (101) ACTL - Passed qualification -- perform if actions ACTL 0: Set Characteristics ACTL For field -- ViewPR_btn (350100029) ACTL Change field to visible ACTL Change field to disabled ACTL 1: Set Characteristics ACTL For field -- z3Btn_AddCost (301513800) ACTL Change field to visible ACTL Change field to disabled ACTL 2: Set Characteristics ACTL For field -- ModCost (350127002) ACTL Change field to visible ACTL Change field to disabled ACTL 3: Set Characteristics ACTL For field -- DelCost (350127003) ACTL Change field to visible ACTL Change field to disabled ACTL 4: Set Characteristics ACTL For field -- Create Depreciation Button (350100016) ACTL Change field to disabled ACTL 5: Set Characteristics ACTL For field -- View Depreciation Button (350100028) ACTL Change field to disabled ACTL 6: Set Characteristics ACTL For field -- Show (270002019) ACTL Change field to visible ACTL Change field to read-only ACTL /* Tue Jul 12 2011 17:25:28 */ ACTL Stop active link processing - On Gain Focus This is the end of the al log. As you can see the following is run: ACTL Checking AST:SHR:SetReadOnly_012_RequisitionIDAndOrderID (12) ACTL - Passed qualification -- perform if actions ACTL 0: Set Characteristics ACTL For field -- Requisition ID (26317) ACTL Change field to read-write ACTL 1: Set Characteristics ACTL For field -- Order ID (26034) ACTL Change field to read-write And afterwards the fields are not set back to read-only. So in theory the fields should be read write? Am I missing something like a role or permission that is causing it to be greyed out? Anyone encounter this before? Thanks, Sean ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
ITSM 7.5 Change Management Business Approvals
All, I have a need to implement a business approval process for change requests. The approver list will change depending upon the application categorized in the change request. The approvers will not be IT Support staff / Infrastructure Change Users - they are business users. How do you propose I accomplish this in the Change Management approval process? It appears the Change management approval process design is geared towards individuals or IT support staff, they seemed to forget about approvals at the business end by more than one person. Setting up these people in support groups is not feasible due to the large number of applications that need to be driven via this process. Thanks in advance. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ /prefont face=monospacesize=-3brThe information transmitted is intended only for the person or entity to which it is addressed and brmay contain confidential and/or privileged material. If the reader of this message is not the intendedbrrecipient, you are hereby notified that your access is unauthorized, and any review, dissemination,brdistribution or copying of this message including any attachments is strictly prohibited. If you are notbrthe intended recipient, please contact the sender and delete the material from any computer.brpre ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: ITSM 7.5 Change Management Business Approvals
You can do individual mapping at Business Approval use the application as one of the Product Tiers, such as Product Name. -Original Message- From: Andrew C Goodall ago...@jcpenney.com To: arslist arslist@ARSLIST.ORG Sent: Tue, Jul 12, 2011 6:57 pm Subject: ITSM 7.5 Change Management Business Approvals ** All, I have a need to implement a business approval process for change requests. The approver list will change depending upon the application categorized in the change request. The approvers will not be IT Support staff / Infrastructure Change Users – they are business users. How do you propose I accomplish this in the Change Management approval process? It appears the Change management approval process design is geared towards individuals or IT support staff, they seemed to forget about approvals at the business end by more than one person. Setting up these people in support groups is not feasible due to the large number of applications that need to be driven via this process. Thanks in advance. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _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: ITSM 7.5 Change Management Business Approvals
Thanks Roger - but I'm trying to stay away from the admin nightmare of mapping individual names to a product. Correct me if that isn't what you meant. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice Sent: Tuesday, July 12, 2011 6:01 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.5 Change Management Business Approvals ** You can do individual mapping at Business Approval use the application as one of the Product Tiers, such as Product Name. -Original Message- From: Andrew C Goodall ago...@jcpenney.com To: arslist arslist@ARSLIST.ORG Sent: Tue, Jul 12, 2011 6:57 pm Subject: ITSM 7.5 Change Management Business Approvals ** All, I have a need to implement a business approval process for change requests. The approver list will change depending upon the application categorized in the change request. The approvers will not be IT Support staff / Infrastructure Change Users - they are business users. How do you propose I accomplish this in the Change Management approval process? It appears the Change management approval process design is geared towards individuals or IT support staff, they seemed to forget about approvals at the business end by more than one person. Setting up these people in support groups is not feasible due to the large number of applications that need to be driven via this process. Thanks in advance. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG11 www.wwrug.com http://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: Created and Resolved Same Day
Frank,
WARNING: This isn't pretty.
Here is your advanced search bar criteria for finding tickets that were
resolved on the same day they were submitted:
'Last Resolved Date' ('Submit Date' - ((('Submit Date' + 'Submit
Date')/2) % 86400)) + 86400
Explanation:
* Using the modulus (%) operator, we can find the number of seconds since
midnight of the submit date. The trick here is that the user tool doesn't
let you use the modulus operator on datetime fields. The Submit_Date plus
Submit_Date divided by two tricks the system into thinking it's dealing
with a number, and then modulus works.
* Subtract the number of seconds from the original submit date/time to find
midnight of the submit date.
* Add 24 hours (86400 seconds) to find midnight of the next day.
* If the ticket was resolved on the same day it was submitted, the Last
Resolved Date will be less than midnight of the day after submission.
Hopefully that helps,
Thad Esser
On Tue, Jul 12, 2011 at 8:40 AM, Frank Caruso caruso.fr...@gmail.comwrote:
** HD 6.0
ARS 6.3p24
Using the Remedy User tool is there any way to query for tickets created
and resolved the same day?
We have create datetime and resolved datetime in datetime format only. I
know I can do this for a single day but the user wants to run report each
week.
Thank you
Frank
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Re: ITSM 7.5 Change Management Business Approvals
Andrew, Our ESS@Work ITIL/BSM solutions does this quite easily and yes the solution is FREE. Need a RFC process that is template driven? We do that. Need a Risk Analysis as part of the RFC ? We do that. Need Technical Documents mandated as part of your RFC process? We do that. Need multi-staged RFC processes with all of the above and more? We do that. RFC Processes from Soup to Nuts, Business Provisioning and tie it all into our Xtreme Gantt interface (UI) for a Change/Project Management solution that is easy to administer. Yup, we do that, Want a quick webcast to see this in action? Let me know. Regards Gidd Calden BUOYANT SOLUTIONS, INC. www.buoyantsolutions.net Please consider the environment before printing this e-mail This message and any attachments are intended only for the use of the addressee and may contain information that is privileged and confidential. If the reader of the message is not the intended recipient or an authorized representative of the intended recipient, you are hereby notified that any dissemination of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail and delete the message and any attachments from your system. -Original Message- From: Andrew C Goodall ago...@jcpenney.com To: arslist@ARSLIST.ORG Date: 07/12/11 15:57 Subject: ITSM 7.5 Change Management Business Approvals ** All, I have a need to implement a business approval process for change requests. The approver list will change depending upon the application categorized in the change request. The approvers will not be IT Support staff / Infrastructure Change Users – they are business users. How do you propose I accomplish this in the Change Management approval process? It appears the Change management approval process design is geared towards individuals or IT support staff, they seemed to forget about approvals at the business end by more than one person. Setting up these people in support groups is not feasible due to the large number of applications that need to be driven via this process. Thanks in advance. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _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: ITSM 7.5 Change Management Business Approvals
I have implemented the same on a couple of ITSM 7.x implementations and here is the level design for this customization. 1. At the CI level, each application owner will be responsible to make sure that the right approver(s) (individual/ group) are mapped to their CIs. 2. On the Change Request, create custom workflow to look-up the approver based on the CI selected and add them to the list of approvers at the desired phase. Thanks Mahesh 1) Each application Basically, you will need to make sure that the right people are associated to the CI and have custom workflow that trggers approvals On Tue, Jul 12, 2011 at 5:56 PM, Andrew C Goodall ago...@jcpenney.comwrote: ** All, ** ** I have a need to implement a business approval process for change requests. The approver list will change depending upon the application categorized in the change request. The approvers will not be IT Support staff / Infrastructure Change Users – they are business users. ** ** How do you propose I accomplish this in the Change Management approval process? ** ** It appears the Change management approval process design is geared towards individuals or IT support staff, they seemed to forget about approvals at the business end by more than one person. ** ** Setting up these people in support groups is not feasible due to the large number of applications that need to be driven via this process. ** ** Thanks in advance. ** ** Regards, *Andrew Goodall* Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ ** ** The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _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: ITSM 7.5 Change Management Business Approvals
I have implemented the same on a couple of ITSM 7.x implementations and here is the level design for this customization. 1. At the CI level, each application owner will be responsible to make sure that the right approver(s) (individual/ group) are mapped to their CIs. 2. On the Change Request, create custom workflow to look-up the approver based on the CI selected and add them to the list of approvers at the desired phase. Thanks Mahesh On Tue, Jul 12, 2011 at 5:56 PM, Andrew C Goodall ago...@jcpenney.comwrote: ** All, ** ** I have a need to implement a business approval process for change requests. The approver list will change depending upon the application categorized in the change request. The approvers will not be IT Support staff / Infrastructure Change Users – they are business users. ** ** How do you propose I accomplish this in the Change Management approval process? ** ** It appears the Change management approval process design is geared towards individuals or IT support staff, they seemed to forget about approvals at the business end by more than one person. ** ** Setting up these people in support groups is not feasible due to the large number of applications that need to be driven via this process. ** ** Thanks in advance. ** ** Regards, *Andrew Goodall* Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ ** ** The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _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
WWRUG11 Call for papers coming to a close on 7/15/11 - This Friday!
Dear Listers, I got five more submissions since the last announcement and know of at least one more on the way (you know who you are. J)! Just a reminder that the WWRUG11 Call For Papers ends this Friday along with the discounted registration rate of $1250, so if you have not submitted your topic yet, there are only a couple of days to do so. See you all in D.C. this September, Cheers, Phil Bautista, WWRUG11 Advisory Board 512-731-0304 http://www.linkedin.com/in/philbautista http://www.wwrug11.com/contact_phil.html http://www.wwrug11.com/contact_phil.html ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: ITSM 7.5 Change Management Business Approvals
Andrew, Here's the quick and dirty: 1. Create a People entry. Call it Business User Give it a login id of say bususer1 (or whatever) 2. Add that dummy user to a support group. (Can be new or existing... whatever) 3. Create the appropriate approval mapping as Individual to the CI or CTI... whatever. 4. Go into Approval Administration and go to Role or open up the AP:Role form and create a new record. 5. Call the role name the same as the login ID of the dummy business user: bususer1 6. In the role members, add the real business users you want to add. 7. From now on, when you need to modify membership, you need to just modify that AP:role entry. 8. If you need to set the One must Sign or All Must Sign, that must be done at the approval process level. Hope this helps... or whatever :) From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew C Goodall Sent: Tuesday, July 12, 2011 6:57 PM To: arslist@ARSLIST.ORG Subject: ITSM 7.5 Change Management Business Approvals ** All, I have a need to implement a business approval process for change requests. The approver list will change depending upon the application categorized in the change request. The approvers will not be IT Support staff / Infrastructure Change Users - they are business users. How do you propose I accomplish this in the Change Management approval process? It appears the Change management approval process design is geared towards individuals or IT support staff, they seemed to forget about approvals at the business end by more than one person. Setting up these people in support groups is not feasible due to the large number of applications that need to be driven via this process. Thanks in advance. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: ITSM ERD
You can use Abydos Analyser to generate ERDs for any ITSM application by using the Form Relationship Diagram. See www.abydos-workflow.com for more information and free trial. Mark Herring Abydos -Original Message- From: Gary Dries [mailto:gary.dr...@gmail.com] Sent: 12 July 2011 21:57 Subject: ITSM ERD Lister's, Has anyone produced a full or segmented by module ERD for any version of ITSM from 7.0.01 to 7.6.04? BMC has not produce anything as good as the BMCR RemedyR IT Service Management 7.0 Architecture document for any more recent version that I could find. I have made a request to BMC via my Sales Rep and their Help Desk I know this is a huge ERD with 7.1 at 1600 plus table to 7.6.04 to 2500 plus tables Thanks in advance for any assistance. -- GARY DRIES Remedy Administration and Development Contractor - HP Enterprise Services US Army ___ 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
