Re: Print button not working on Midtier

[strauss]

They tried to get us to go metric, decades ago; no one here cared, except for 
the military; we learned to blow stuff up by either the mile or the kilometer, 
depending upon which maps we got.

The reports have the paper size embedded in them, and try to send that to your 
default printer; Remedy Corp originally shipped crystal reports defined for 8 
1/2 x 11, but they gradually started slipping in A sizes, then releasing 
replacement reports with standard letter size when we complained.  In one 
version (4 or 5.5?) I think I had to export all of the canned reports and 
manually change them, then re-import them; guess I'll have to try that again.  
You would _think_ that when you pick your language default during installation 
(en_US here) that they could import reports with the correct paper size, but I 
guess that's too hard.  One more way to irritate your IT support staff so that 
they want you to switch products...

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 Schon, Stuart
Sent: Thursday, July 14, 2011 7:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Print button not working on Midtier

Well given that the rest of the world uses A paper sizes and the US is
almost alone in still using imperial sizes I suggest that something
needs to change in the US (despite your size).

Beside isn't the page dimensions set by the printer?


Stuart Schon
Team Leader

Fujitsu Australia Limited
2 Julius Avenue, North Ryde NSW 2113, Australia
T +61 2 9113 9435 M +61 458 592 245 
stuart.sc...@au.fujitsu.com
au.fujitsu.com

Please consider the environment before printing this email

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Thursday, 14 July 2011 11:40
To: arslist@ARSLIST.ORG
Subject: Re: Print button not working on Midtier

I'm sure it is (popular overseas); all it does here is jam print queues
and halt printing for everyone else, making it very UN-popular.

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 John Baker
Sent: Wednesday, July 13, 2011 3:18 PM
To: arslist@ARSLIST.ORG
Subject: Print button not working on Midtier

Chris,

I can confirm A4 is very popular in the UK :-) And A2 is huge... paper
one only finds in an industrial printing centre. 


John


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Re: Administrative privileges problem? ARS 6.3

[Jlbess]

Does your admin account have a fixed license?

Jason

Sent from iPhone

On Jul 14, 2011, at 5:26 PM, Brad Terhune  wrote:

> **
> Hey guys!
> I know I'm behind the times (6.3).
> Anyway, I was trying to get into Remedy Configuration Manager yesterday and I 
> couldn't.  The system indicated I did not have access.  So, I tried going 
> directly to SHR:Template (Helpdesk 5.6 forms).  And when I tried to modify 
> something I got that I did not have write permissions to fields 4, 7 and 
> 263.
> 
> So, I figured, "I'll fix this" and went to login through Remedy Admin.  But 
> could not log in.  I get an "authentication failed" very quickly- it just 
> flashes for a moment- then "Could not successfully login to any server".
> I've tried on more than one computer and with different versions of the 
> client-side software on XP, Windows Server 2003 and Windows 7.  Same result.
> 
> I have a ticket in with support but they have not been able to figure out 
> what is going on.  
> 
> I've tried the master level administrator user account and my own 
> administrator account and get the same result.
> Any one have any ideas?
> 
> Grateful in Memphis-
> Brad Terhune
> bterh...@uthsc.edu
> _attend WWRUG11 www.wwrug.com  ARSlist: "Where the Answers Are"_

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Re: Print button not working on Midtier

[Schon, Stuart]

Well given that the rest of the world uses A paper sizes and the US is
almost alone in still using imperial sizes I suggest that something
needs to change in the US (despite your size).

Beside isn't the page dimensions set by the printer?


Stuart Schon
Team Leader

Fujitsu Australia Limited
2 Julius Avenue, North Ryde NSW 2113, Australia
T +61 2 9113 9435 M +61 458 592 245 
stuart.sc...@au.fujitsu.com
au.fujitsu.com

Please consider the environment before printing this email

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Thursday, 14 July 2011 11:40
To: arslist@ARSLIST.ORG
Subject: Re: Print button not working on Midtier

I'm sure it is (popular overseas); all it does here is jam print queues
and halt printing for everyone else, making it very UN-popular.

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 John Baker
Sent: Wednesday, July 13, 2011 3:18 PM
To: arslist@ARSLIST.ORG
Subject: Print button not working on Midtier

Chris,

I can confirm A4 is very popular in the UK :-) And A2 is huge... paper
one only finds in an industrial printing centre. 


John


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Re: Administrative privileges problem? ARS 6.3

[Jason Miller]

Hi Brad,

Do you use Cross Reference Blank Passwords in your environment?  I am
wondering if there is an issue with the external authentication.

Jason

On Thu, Jul 14, 2011 at 2:26 PM, Brad Terhune wrote:

> **
> Hey guys!
> I know I'm behind the times (6.3).
> Anyway, I was trying to get into Remedy Configuration Manager yesterday and
> I couldn't.  The system indicated I did not have access.  So, I tried going
> directly to SHR:Template (Helpdesk 5.6 forms).  And when I tried to modify
> something I got that I did not have write permissions to fields 4, 7 and
> 263.
>
> So, I figured, "I'll fix this" and went to login through Remedy Admin.  But
> could not log in.  I get an "authentication failed" very quickly- it just
> flashes for a moment- then "Could not successfully login to any server".
> I've tried on more than one computer and with different versions of the
> client-side software on XP, Windows Server 2003 and Windows 7.  Same result.
>
> I have a ticket in with support but they have not been able to figure out
> what is going on.
>
> I've tried the master level administrator user account and my own
> administrator account and get the same result.
> Any one have any ideas?
>
> Grateful in Memphis-
> Brad Terhune
> bterh...@uthsc.edu
>  _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Administrative privileges problem? ARS 6.3

[Sanford, Claire]

Give the account App-Administrator and Administrator privs and it should work.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brad Terhune
Sent: Thursday, July 14, 2011 4:26 PM
To: arslist@ARSLIST.ORG
Subject: Administrative privileges problem? ARS 6.3

**
Hey guys!
I know I'm behind the times (6.3).
Anyway, I was trying to get into Remedy Configuration Manager yesterday and I 
couldn't.  The system indicated I did not have access.  So, I tried going 
directly to SHR:Template (Helpdesk 5.6 forms).  And when I tried to modify 
something I got that I did not have write permissions to fields 4, 7 and 
263.

So, I figured, "I'll fix this" and went to login through Remedy Admin.  But 
could not log in.  I get an "authentication failed" very quickly- it just 
flashes for a moment- then "Could not successfully login to any server".
I've tried on more than one computer and with different versions of the 
client-side software on XP, Windows Server 2003 and Windows 7.  Same result.

I have a ticket in with support but they have not been able to figure out what 
is going on.

I've tried the master level administrator user account and my own administrator 
account and get the same result.
Any one have any ideas?

Grateful in Memphis-
Brad Terhune
bterh...@uthsc.edu
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

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Administrative privileges problem? ARS 6.3

[Brad Terhune]

Hey guys!I know I'm behind the times (6.3).Anyway, I was trying to get into 
Remedy Configuration Manager yesterday and I couldn't.  The system indicated I 
did not have access.  So, I tried going directly to SHR:Template (Helpdesk 5.6 
forms).  And when I tried to modify something I got that I did not have write 
permissions to fields 4, 7 and 263.
So, I figured, "I'll fix this" and went to login through Remedy Admin.  But 
could not log in.  I get an "authentication failed" very quickly- it just 
flashes for a moment- then "Could not successfully login to any server".I've 
tried on more than one computer and with different versions of the client-side 
software on XP, Windows Server 2003 and Windows 7.  Same result.
I have a ticket in with support but they have not been able to figure out what 
is going on.  
I've tried the master level administrator user account and my own administrator 
account and get the same result.Any one have any ideas?
Grateful in Memphis-Brad terhunebterh...@uthsc.edu  
  
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Re: Assignment groups - sizing

[Pierson, Shawn]

There is a limit of the number of people within an assignment group based on a 
character field that contains a list of all usernames in the group, so it 
varies by the length of your user's login names rather than the number of users.

We have run into that because we have a requirement that our business users 
need access to actually view the Change Requests that they are approving.  I 
tried making the data that appears on Approval Central more detailed, but it 
was insufficient so instead we set up groups called "Business Approvers" and 
"Business Approvers 2" that our non-I.T. approvers are put into and set up as 
Support Staff.

For actual support, I would think that you would definitely have to do round 
robin if you've got more than twenty or so people in that group (although even 
twenty is kind of pushing it in my opinion.)  Since my large groups are never 
assigned anything, it's just there to meet the system's requirement that people 
with access to the system are support staff, and support staff have to be in 
groups.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Thursday, July 14, 2011 3:26 PM
To: arslist@ARSLIST.ORG
Subject: Assignment groups - sizing

**

What is a "normal" size for an assignment group???

I am thinking < 20...


Do people have any assignment groups > 100 members.

And if so -- how is that working? Are you putting it into a queue -- and let 
anybody pull it out -- or are you assigning it to an indiv in the group?


Thanks in advance,


-John




--
John Sundberg

Kinetic Data, Inc.
"Building a Better Service Experience"
Recipient of:
WWRUG10 Best Customer Service/Support Award
WWRUG09 Innovator of the Year Award
john.sundb...@kineticdata.com
651.556.0930  I  www.kineticdata.com









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

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

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Assignment groups - sizing

[John Sundberg]

What is a "normal" size for an assignment group??? 

I am thinking < 20...


Do people have any assignment groups > 100 members.

And if so -- how is that working? Are you putting it into a queue -- and let 
anybody pull it out -- or are you assigning it to an indiv in the group?


Thanks in advance,


-John




--
John Sundberg

Kinetic Data, Inc.
"Building a Better Service Experience"
Recipient of:
WWRUG10 Best Customer Service/Support Award
WWRUG09 Innovator of the Year Award

john.sundb...@kineticdata.com
651.556.0930  I  www.kineticdata.com










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Re: BMC Dashboards: One user repository is better than two

[support]

Hi Lee,

Thanks for the kind words. Good luck with your product, it looks very nice.

Kind regards
Danny

Single Sign On (SSO) for the BMC Remedy AR System and ITSM
http://www.javasystemsolutions.com/jss/ssoplugin


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lee Cullom
Sent: 14 July 2011 19:15
To: arslist@ARSLIST.ORG
Subject: Re: BMC Dashboards: One user repository is better than two

Hi everybody!

Sorry for the shameless self-promition, but since it's on-topic... We have a 
somwhat different solution to this problem, have a look at our product... 
http://www.northcraftanalytics.com

We use one architecture for Dashboards and Analytics.  It's Microsoft-based 
(not for everyone) so we use Excel, Sharepoint and Integrated Windows 
Authentication combined for a seamless interface into Remedy (albeit 
Microsoft-based).  That way, when you login to windows you have access to our 
product through Sharepoint (for the Dashboards) and Excel (for the Ad-hoc 
Analytics).

In addition, we have:

655+ pre-calculated metrics
135 Key Performance Indicators
8 Process Areas

I will throw this in... If you're not up for a Microsoft solution - JSS is a 
GREAT company.  Back in the IT Prophets days, they were very helpful at Avaya 
(Thanks John!).  Just my 2 cents...

Lee  

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Possible issues with 7.6.04.01 Pre-Load

[strauss]

Just wondering what other sites working on 7.6.04.01 are seeing with regards to 
pre-loading in the mid-tier.

Environment: mid-tier 7.6.04.01 on Tomcat 6.0.32 on JVM 1.6.0_24 x64 on Win2K3 
R2 x64
- Pre-Production mid-tier has 2 quad-core i7s and 12 gb RAM and is running 
several ARS-related apps as well
- Admin mid-tier is directly on the AR Server, which has 2 quad-core i7s and 24 
gb RAM and is running several other ARS-related apps

Preload is running on both mid-tiers, for FQDN on the Admin box and both FQDN 
and short name on the Pre-Prod box
(FQDN seems to be a requirement to make the Atrium Core Console work, 
plus we prefer using it for DNS reasons)

Two problems that we are seeing appear to be related to the Preload process and 
form caching:

1. Dialog boxes using Display Only Forms are VERY sluggish loading and saving.  
The HPD:Help Desk Dialog form takes up to a minute to open and display, and 
another minute to save and close (versus 8 seconds on our 7.1 mid-tier at the 
very worst - but on 7.0.03 it is really a view of the actual HPD:Help Desk 
regular form!).  Opening CTM:People Search (another display only form) takes 
20-30 seconds to open - enough that our support staff do not want to rely on it 
to search for Login Name and want me to extend that particular required 
customization back to HPD:Help Desk and now HPD:Help Desk Dialogs the way it is 
in 7.0.  Most of the other dialogs opened from the Quick Actions links have the 
same problem - they take at least 20 or 30 seconds to load, versus response 
times of no greater than 8 seconds for similar functions on our 7.1 mid-tier 
(on MUCH older hardware).  On that system, a comprehensive prefetch 
configuration is the key to performance.  The 7.6.04.01 preload for consoles 
and regular forms seems to work fine, but for dialogs using display only forms 
it is terrible.  Our support staff testing the product do not think that this 
is acceptable for production use.

2. Starting the tomcat (after the AR Server has started or has been running a 
while), triggering a preload from persistent cache, has crashed the AREA plugin 
thread several times now as it thrashes through all sorts of failures to 
prefetch on various high-use forms (including those with poor response times) 
on various usernames of people actively testing the system.  The authentication 
service then remains down until ARS is restarted, effectively blocking ALL 
non-support staff from logging in to ITSM or Kinetic Request.

Related problems?; probably.  Impact?; we will not go live until they are 
solved.  Just wondered what others were seeing out there... I have issues open 
on both items.

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

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Re: BMC Dashboards: One user repository is better than two

[Lee Cullom]

Hi everybody!

Sorry for the shameless self-promition, but since it's on-topic... We have a 
somwhat different solution to this problem, have a look at our product... 
http://www.northcraftanalytics.com

We use one architecture for Dashboards and Analytics.  It's Microsoft-based 
(not for everyone) so we use Excel, Sharepoint and Integrated Windows 
Authentication combined for a seamless interface into Remedy (albeit 
Microsoft-based).  That way, when you login to windows you have access to our 
product through Sharepoint (for the Dashboards) and Excel (for the Ad-hoc 
Analytics).

In addition, we have:

655+ pre-calculated metrics
135 Key Performance Indicators
8 Process Areas

I will throw this in... If you're not up for a Microsoft solution - JSS is a 
GREAT company.  Back in the IT Prophets days, they were very helpful at Avaya 
(Thanks John!).  Just my 2 cents...

Lee  

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Re: ADV:WWRUG11: Tuesday Keynote: The Founders of Remedy Corporation

[John Sundberg]

Now that is cool.

-John

Sent from my iPhone

On Jul 14, 2011, at 9:29 AM, Daniel Bloom  wrote:

> **
> The Advisory Board is thrilled to formally announce that the three founders 
> of Remedy
> 
> Corporation, Larry Garlick, Dave Mahler and Doug Mueller, will be keynote 
> speakers at the 3rd
> 
> WWRUG organized annual event, WWRUG11, held in Alexandria, Virginia, 
> September 19 - 23,
> 
> 2011.
> 
>  
> 
> On Tuesday, September 20th, the keynote address, AR System Roots, will be 
> Larry, Dave and
> 
> Doug holding a panel discussion about the roots of the current computing 
> world that Remedy
> 
> Corporation came into back in 1991 and move through to what they see coming.
> 
>  
> 
> On Wednesday, September 21st, the general session will feature AR System 
> Futures and ITSM
> 
> Suite Futures, presented by Doug Mueller and Simon King.
> 
>  
> 
> This will provide a unique opportunity not only to celebrate the roots of the 
> application we all use today,
> 
> but also to understand why it is structured the way it is,  show how it 
> solved issues 20 years ago and how
> 
> that progressed to what it does to solve the issues of today, and how it will 
> continue to do so.
> 
>  
> 
> Don’t miss these two invaluable sessions, or the rest of this special 
> conference, register today.
> 
>  
> 
> www.wwrug11.com
> 
>  
> 
>  
> 
> … Dan
> 
> Chairman, WWRUG11
> 
>  
> 
>  
> 
> _attend WWRUG11 www.wwrug.com  ARSlist: "Where the Answers Are"_

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ITSM 7.6.4 - Ticket Prefix

[Sanford, Claire]

Are there any real problems with changing the prefix of the tickets in ITSM 
7.6.4

We are used to HD/CHG/TSK etc...

The new system has INC/WO etc...  Can we change them without breaking 
functionality?



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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how to enable/disable buttons in attachment table

[Remedy Maniac]

dear list,

when one clicks in a attachment table, some buttons such as 
display/save/... are enabled when an attachment exists.

And if no attachment, then the buttons are disabled.
Nothing in the logs show how this is performed.
How would you build an AL to mimic that behavior.
Any idea?
Is that simply possible?

remedyman

ARS: 7.5
DB: Sybase 15
Midtiers Tomcat 5

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MS TechNet vs. RKM Integration

[Theo Fondse]

Hi Folks!

I was wondering if there is anyone out there whom have done MS TechNet vs. RKM 
Integration before?


Best Regards,

Theo Fondse | Senior Consultant | Remedy Integrated Solutions, member of the 
Remex Group | Email: t...@remex.co.za |
Tel:  +27 (0) 12 756 4227/8 | Cell: +27 (0) 83 77 33 075 | Fax:  +27 (0) 86 681 
9984 |
Centurion Close | Suite 2C | 119 Gerhard Street | Centurion CBD | South Africa |
[cid:image002.jpg@01CC4218.106FC330]


   visit us at www.remex.co.za

"Try not to become a person of success, but a person of value." - Albert 
Einstein


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<><>