Re: Error generating application list field content. (ARERR 1900)
I would suggest you enable client side API logs and then login to user tool and open home page. In the logs you should be able to see if any active like Guide is corrupted.Once you find the corrupt active link guide (Example: ASI:SHR:Application_SpecificLockDown etc) then you should import correct definition of this guide if you have backup of this guide. I hope this should fix the issue. Best Regards, Bhupendra Singh Rajpurohit -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Atul Vohra Sent: Sunday, August 07, 2011 10:12 PM To: arslist@ARSLIST.ORG Subject: Error generating application list field content. (ARERR 1900) All, When we try to go to the home page am getting Error generating application list field content. (ARERR 1900) error - thus no application list is loaded - happening on w.u.t and web. This was working fine earlier but started seeing this after I deleted a Custom Class in CMDB (not even sure how that is related ). It is our dev system - Solaris, Oracle 11.2, ARS 7.6.04 I have restarted arsystem but no help. KB talks about some corrupted forms (though that was for ARS 7.5) while installation but this error did not start after installation so that can not be the issue. Any direction / help will be appreciated. Thanks Atul Vohra ___ 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: Extracting just the API files
Hi there, You might want to get in touch with BMC Support. Regards Satyam On Aug 6, 1:58 am, L G Robinson n...@ncsu.edu wrote: Hi Folks, Do you know if it is possible to extract the ARSystem/api directory from the Linux install without actually running the installer? My systems guys want to try to build a new ARSPerl for Linux and need the latest API files. This would be for 7.6.04 for Red Hat. Thanks. Larry Larry Robinson Remedy Admin / Developer NC State University Raleigh, NC n...@ncsu.edu ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: IP Provisioning Applet
Hi Doug! If you do manage to find it, I am also interested in a copy, please? Best Regards, Theo Sent from my Black/Silver Personal Computer Try not to become a person of success, but a person of value. - Albert Einstein From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tanner, Doug Sent: 05 August 2011 18:55 To: arslist@ARSLIST.ORG Subject: IP Provisioning Applet ** arslist, Anyone have a Remedy built application to manage IP provisioning and would be willing to share? I wrote one many years ago, but cannot locate it. Thanks in Advance, Doug This email is subject to certain disclaimers, which may be reviewed via the following link. http://compass-usa.com/Pages/Disclaimer.aspx _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 inline: image002.gif
Can we call active link from active link or filter from filter
-- View this message in context: http://old.nabble.com/Can-we-call-active-link-from-active-link-or-filter-from-filter-tp32216847p32216847.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Remedy Developers - Column Technologies
If you have recent experience in Remedy Development and are seeking Contract or Permanent opportunities within the UK or EMEA markets please do let me know. You can email me on; mpar...@columnit.com Column Technologies is a premier provider of Business Service Management solutions through the implementation of BMC products. These solutions link business with technology by automating and streamlining processes for more transparency and cost reduction. Column is a Global Elite BMC partner. Column Technologies corporate office is in Illinois, USA with regional offices in New York and Dallas, and global offices in the United Kingdom, South Africa, Australia, Singapore and India. Column Technologies is a full service BMC solution provider that resells, implements, supports and conducts BMC training globally Best Regards, Resource Mgt ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Write contents of a field to a file
There is a 4th method as long as you want it on the server. You can use the Notify action to write out a field. Check out the Other mechanism (instead of Email or Alert) in the docs. The specified users are notified using the mechanism specified in the Other Code field. If you choose this option, enter a numeric value between 4 and 98 in the Other Code field to indicate the mechanism to use. This writes the message to the file ar_install_dir\arserver\db\notificationnn.arn, where nn is the number that you entered. (For UNIX®, the path is ar_install_dir/db/notificationnn.arn.) Writing notifications to a file enables you to create your own delivery daemon (UNIX) or service (Windows). For example, you can set up your system to page users when they receive a notification. (Specifying 0 through 3 uses the mechanisms in the Cross Reference description.) -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Chuck Sent: Sunday, August 07, 2011 11:29 PM To: arslist@ARSLIST.ORG Subject: Re: Write contents of a field to a file Initially you are limited with what comes with the operating system. In this case on a windows system that would be echo. You are echoing the contents of the field onto the disc. cmd /c echo $Field$ file Thats about as easy as it gets. You are asking for another way. All other ways are much more expensive. 1) you can create an api (java, C, Perl ) and call it from a run process. 2) You can create a filter plugin and call it. 3) You can create a web service to contact another process and have it write contents. All more complex to create and more complex to maintain... -Original Message- On Aug 6, 5:13 pm, Shafqat Ayaz shafq...@yahoo.com wrote: Thank you Jennifer and sorry for not replying earlier. That is what i have done and was wondering if there was another way. Shafqat Ayaz -Original Message- From: Meyer, Jennifer L jennifer.me...@nc.gov To: arsl...@arslist.org Sent: Monday, August 1, 2011 11:00 AM Subject: Re: Write contents of a field to a file ** Use a run process action. You can look up the specifics in the workflow development guide, but generally you'll want to write something like: echo $FIELD$ pathfile Jennifer Meyer Remedy Technical Support Specialist State of North Carolina Office of Information Technology Services Service Delivery Division ITSM ITAM Services Office:919-754-6543begin_of_the_skype_highlighting 919-754-6543 end_of_the_skype_highlighting ITS Service Desk:919-754-6000begin_of_the_skype_highlighting 919-754-6000 end_of_the_skype_highlighting Jennifer.Me...@nc.govhttp://its.state.nc.us E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. -Original Message- From:Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shafqat Ayaz Sent: Friday, July 29, 2011 6:12 PM To: arsl...@arslist.org Subject: Write contents of a field to a file ** Hi All, I was wondering what would be the best way to write the contents of a character field to a file? The search on the archive keeps on timing out so I am writing to the list. To re-iterate I have a character field the contents of which I would like to write to a file in Windows environment. This will be done on the client and not the server. I am looking to do this only via the User Tool and not through the Mid-Tier at the moment. User Tool v 7.6x, Windows any version ranging from XP to Windows 7, no Windows Vista. Many thanks Shafqat Ayaz ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Error generating application list field content. (ARERR 1900)
I did log AL, API, and Database on the client side and did not see any errors. In fact there was not a single Active Link Guide invoked.. Atul Vohra -Original Message- From: Bhupendra Singh [bhupendrarajpuro...@eaton.com] Date: 08/08/2011 02:44 AM To: arslist@ARSLIST.ORG Subject: Re: Error generating application list field content. (ARERR 1900) I would suggest you enable client side API logs and then login to user tool and open home page. In the logs you should be able to see if any active like Guide is corrupted.Once you find the corrupt active link guide (Example: ASI:SHR:Application_SpecificLockDown etc) then you should import correct definition of this guide if you have backup of this guide. I hope this should fix the issue. Best Regards, Bhupendra Singh Rajpurohit -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Atul Vohra Sent: Sunday, August 07, 2011 10:12 PM To: arslist@ARSLIST.ORG Subject: Error generating application list field content. (ARERR 1900) All, When we try to go to the home page am getting Error generating application list field content. (ARERR 1900) error - thus no application list is loaded - happening on w.u.t and web. This was working fine earlier but started seeing this after I deleted a Custom Class in CMDB (not even sure how that is related ). It is our dev system - Solaris, Oracle 11.2, ARS 7.6.04 I have restarted arsystem but no help. KB talks about some corrupted forms (though that was for ARS 7.5) while installation but this error did not start after installation so that can not be the issue. Any direction / help will be appreciated. Thanks Atul Vohra ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
special characters
Hello everyone, I would like inckude some operators in the form of people who have the first name special characters (particularly Slovenians). My Sys is Remedy 7.1 on Windows Server 2003. There is a Slovenian Client? What mistake? help me I do not know where to find the error. thanks Peter ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Error generating application list field content. (ARERR 1900)
I would really be surprised if there would not be any single active link guide invoked :) . I hope you are not talking about the API checkbox option in the logging tab of User tool. ARAPILOGGING with option 88 should be enabled. Btw, let me re-confirm (I am sorry for re-confirming) that you enabled ARAPILOGGING=88 from command prompt (Go to command prompt and write set ARAPILOGGING=88) and then went to install directory where remedy user.exe is present. Then you run the aruser.exe. This would have created arapi log file in the same directory.Then you opened Home page. When you got the error and thenyou press OK . After then you check the log for following text: Return Code: ERROR Or Message type: ERROR Under this message you should be able to see the corrupted workflow object. By default the log file name would be something like arapires.log. Another way to troubleshoot this issue would be to check/sort active link guides on the modified date and see if there are any active link guides which were modified at the time when you deleted custom CMDB class. If you find such objects the open it and check its definition if everything is ok. Best Regards, Bhupendra Singh Rajpurohit -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Atul Vohra Sent: Monday, August 08, 2011 5:58 PM To: arslist@ARSLIST.ORG Subject: Re: Error generating application list field content. (ARERR 1900) I did log AL, API, and Database on the client side and did not see any errors. In fact there was not a single Active Link Guide invoked.. Atul Vohra -Original Message- From: Bhupendra Singh [bhupendrarajpuro...@eaton.com] Date: 08/08/2011 02:44 AM To: arslist@ARSLIST.ORG Subject: Re: Error generating application list field content. (ARERR 1900) I would suggest you enable client side API logs and then login to user tool and open home page. In the logs you should be able to see if any active like Guide is corrupted.Once you find the corrupt active link guide (Example: ASI:SHR:Application_SpecificLockDown etc) then you should import correct definition of this guide if you have backup of this guide. I hope this should fix the issue. Best Regards, Bhupendra Singh Rajpurohit -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Atul Vohra Sent: Sunday, August 07, 2011 10:12 PM To: arslist@ARSLIST.ORG Subject: Error generating application list field content. (ARERR 1900) All, When we try to go to the home page am getting Error generating application list field content. (ARERR 1900) error - thus no application list is loaded - happening on w.u.t and web. This was working fine earlier but started seeing this after I deleted a Custom Class in CMDB (not even sure how that is related ). It is our dev system - Solaris, Oracle 11.2, ARS 7.6.04 I have restarted arsystem but no help. KB talks about some corrupted forms (though that was for ARS 7.5) while installation but this error did not start after installation so that can not be the issue. Any direction / help will be appreciated. Thanks Atul Vohra ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Write contents of a field to a file
Shafqat, The method that I prefer would be to call a perl script that logs into the remedy server (via arsperl) and pulls the information from Remedy…this bypasses all of the potential issues you mentioned regarding special characters because the content of the field isn’t being provided on the command line. Once Perl has it in a variable, it’s exceedingly easy to do anything with that value that you might want. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shafqat Ayaz Sent: Saturday, August 06, 2011 4:13 PM To: arslist@ARSLIST.ORG Subject: Re: Write contents of a field to a file ** Thank you Jennifer and sorry for not replying earlier. That is what i have done and was wondering if there was another way. Shafqat Ayaz _ From: Meyer, Jennifer L jennifer.me...@nc.gov To: arslist@ARSLIST.ORG Sent: Monday, August 1, 2011 11:00 AM Subject: Re: Write contents of a field to a file ** Use a run process action. You can look up the specifics in the workflow development guide, but generally you’ll want to write something like: echo $FIELD$ pathfile Jennifer Meyer Remedy Technical Support Specialist State of North Carolina Office of Information Technology Services Service Delivery Division ITSM ITAM Services Office: 919-754-6543 ITS Service Desk: 919-754-6000 jennifer.me...@nc.gov http://its.state.nc.us/ http://its.state.nc.us E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shafqat Ayaz Sent: Friday, July 29, 2011 6:12 PM To: arslist@ARSLIST.ORG Subject: Write contents of a field to a file ** Hi All, I was wondering what would be the best way to write the contents of a character field to a file? The search on the archive keeps on timing out so I am writing to the list. To re-iterate I have a character field the contents of which I would like to write to a file in Windows environment. This will be done on the client and not the server. I am looking to do this only via the User Tool and not through the Mid-Tier at the moment. User Tool v 7.6x, Windows any version ranging from XP to Windows 7, no Windows Vista. Many thanks Shafqat Ayaz _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Def files back up
Jaya, I would recommend looking in your dev studio dir for DefinitionExport.bat. I use this daily in my environment to take backups of my system. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of jaya munjal Sent: Sunday, August 07, 2011 9:33 PM To: arslist@ARSLIST.ORG Subject: Def files back up ** Hi list Please can someone suggest whats the best way to take back up of def files on a daily basis. Below is our environment details, we do have a daily DB level back up taken but we would like to take additional def file backs for easy restoration of functionality. Environment ARS 7.6.03 DB - Oracle 10g OS - Windows 2008 64 bit ITSM 7.6 Thanks Jaya _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: special characters
Peter, You will first need to ensure that your Remedy DB is setup in a character set that supports the characters you are trying to use. I believe that step alone will allow you to create the loginsif it's not already setup in that manner, then you are going to need to go through a data migration process of setting up a new db with the correct database character set and migrate the data from one to the other -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of team.rem...@libero.it Sent: Monday, August 08, 2011 6:32 AM To: arslist@ARSLIST.ORG Subject: special characters Hello everyone, I would like inckude some operators in the form of people who have the first name special characters (particularly Slovenians). My Sys is Remedy 7.1 on Windows Server 2003. There is a Slovenian Client? What mistake? help me I do not know where to find the error. thanks Peter ___ 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: special characters
I believe it depends on what languages you selected during the install (as well as what language(s) you have your database set up for. From the compatability matrix it lists the Language Offerings • L2 = Latin-2: English, Albanian, Croatian, Czech, Hungarian, Polish, Romanian, Slovak, Slovenian -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of team.rem...@libero.it Sent: Monday, August 08, 2011 8:32 AM To: arslist@ARSLIST.ORG Subject: special characters Hello everyone, I would like inckude some operators in the form of people who have the first name special characters (particularly Slovenians). My Sys is Remedy 7.1 on Windows Server 2003. There is a Slovenian Client? What mistake? help me I do not know where to find the error. thanks Peter ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Def files back up
what are the parameters to the DefinitionExport.bat any help? Regards, Pramod On Mon, Aug 8, 2011 at 7:07 PM, LJ LongWing lj.longw...@gmail.com wrote: ** Jaya, I would recommend looking in your dev studio dir for DefinitionExport.bat. I use this daily in my environment to take backups of my system. ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *jaya munjal *Sent:* Sunday, August 07, 2011 9:33 PM *To:* arslist@ARSLIST.ORG *Subject:* Def files back up ** ** ** Hi list Please can someone suggest whats the best way to take back up of def files on a daily basis. Below is our environment details, we do have a daily DB level back up taken but we would like to take additional def file backs for easy restoration of functionality. Environment ARS 7.6.03 DB - Oracle 10g OS - Windows 2008 64 bit ITSM 7.6 Thanks Jaya _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ -- Pramod ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
R: Re: special characters
do you think that the problem is the wrong installation ? on my Remedy there are some Company that use the current language standard eurpean (Latin 1), and now arrive this Company that 'speak' Slovenian... how i can do ? in particulary i have a xls file with the stange Character and when I copy and paste in a Remdey field, this report wrong character ? it's ok ? thank's in advance. P. Messaggio originale Da: frederick.w.gro...@xo.com Data: 8-ago-2011 15.40 A: arslist@ARSLIST.ORG Ogg: Re: special characters I believe it depends on what languages you selected during the install (as well as what language(s) you have your database set up for. From the compatability matrix it lists the Language Offerings • L2 = Latin-2: English, Albanian, Croatian, Czech, Hungarian, Polish, Romanian, Slovak, Slovenian -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST. ORG] On Behalf Of team.rem...@libero.it Sent: Monday, August 08, 2011 8:32 AM To: arslist@ARSLIST.ORG Subject: special characters Hello everyone, I would like inckude some operators in the form of people who have the first name special characters (particularly Slovenians). My Sys is Remedy 7.1 on Windows Server 2003. There is a Slovenian Client? What mistake? help me I do not know where to find the error. thanks Peter ___ 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: Error generating application list field content. (ARERR 1900) - Resolved
Found the active link guide. Thanks Bhupendra Atul Vohra -Original Message- From: Bhupendra Singh [bhupendrarajpuro...@eaton.com] Date: 08/08/2011 08:54 AM To: arslist@ARSLIST.ORG Subject: Re: Error generating application list field content. (ARERR 1900) I would really be surprised if there would not be any single active link guide invoked :) . I hope you are not talking about the API checkbox option in the logging tab of User tool. ARAPILOGGING with option 88 should be enabled. Btw, let me re-confirm (I am sorry for re-confirming) that you enabled ARAPILOGGING=88 from command prompt (Go to command prompt and write set ARAPILOGGING=88) and then went to install directory where remedy user.exe is present. Then you run the aruser.exe. This would have created arapi log file in the same directory.Then you opened Home page. When you got the error and thenyou press OK . After then you check the log for following text: Return Code: ERROR Or Message type: ERROR Under this message you should be able to see the corrupted workflow object. By default the log file name would be something like arapires.log. Another way to troubleshoot this issue would be to check/sort active link guides on the modified date and see if there are any active link guides which were modified at the time when you deleted custom CMDB class. If you find such objects the open it and check its definition if everything is ok. Best Regards, Bhupendra Singh Rajpurohit -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Atul Vohra Sent: Monday, August 08, 2011 5:58 PM To: arslist@ARSLIST.ORG Subject: Re: Error generating application list field content. (ARERR 1900) I did log AL, API, and Database on the client side and did not see any errors. In fact there was not a single Active Link Guide invoked.. Atul Vohra -Original Message- From: Bhupendra Singh [bhupendrarajpuro...@eaton.com] Date: 08/08/2011 02:44 AM To: arslist@ARSLIST.ORG Subject: Re: Error generating application list field content. (ARERR 1900) I would suggest you enable client side API logs and then login to user tool and open home page. In the logs you should be able to see if any active like Guide is corrupted.Once you find the corrupt active link guide (Example: ASI:SHR:Application_SpecificLockDown etc) then you should import correct definition of this guide if you have backup of this guide. I hope this should fix the issue. Best Regards, Bhupendra Singh Rajpurohit -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Atul Vohra Sent: Sunday, August 07, 2011 10:12 PM To: arslist@ARSLIST.ORG Subject: Error generating application list field content. (ARERR 1900) All, When we try to go to the home page am getting Error generating application list field content. (ARERR 1900) error - thus no application list is loaded - happening on w.u.t and web. This was working fine earlier but started seeing this after I deleted a Custom Class in CMDB (not even sure how that is related ). It is our dev system - Solaris, Oracle 11.2, ARS 7.6.04 I have restarted arsystem but no help. KB talks about some corrupted forms (though that was for ARS 7.5) while installation but this error did not start after installation so that can not be the issue. Any direction / help will be appreciated. Thanks Atul Vohra ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Def files back up
Hi Run it without parameters and you get a list. something like -u username -x servername -p password -e outputfile.def -Q -T -A -B -C -D -E -F -G -H regards Jonas Stevnsvig what are the parameters to the DefinitionExport.bat any help? Regards, Pramod On Mon, Aug 8, 2011 at 7:07 PM, LJ LongWing lj.longw...@gmail.com wrote: ** Jaya, I would recommend looking in your dev studio dir for DefinitionExport.bat. I use this daily in my environment to take backups of my system. ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *jaya munjal *Sent:* Sunday, August 07, 2011 9:33 PM *To:* arslist@ARSLIST.ORG *Subject:* Def files back up ** ** ** Hi list Please can someone suggest whats the best way to take back up of def files on a daily basis. Below is our environment details, we do have a daily DB level back up taken but we would like to take additional def file backs for easy restoration of functionality. Environment ARS 7.6.03 DB - Oracle 10g OS - Windows 2008 64 bit ITSM 7.6 Thanks Jaya _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ -- Pramod ___ 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
R: Re: special characters
Hi, now i verify and after report you ! Bye P. Messaggio originale Da: lj.longw...@gmail.com Data: 8-ago-2011 15.39 A: arslist@ARSLIST.ORG Ogg: Re: special characters Peter, You will first need to ensure that your Remedy DB is setup in a character set that supports the characters you are trying to use. I believe that step alone will allow you to create the loginsif it's not already setup in that manner, then you are going to need to go through a data migration process of setting up a new db with the correct database character set and migrate the data from one to the other -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST. ORG] On Behalf Of team.rem...@libero.it Sent: Monday, August 08, 2011 6:32 AM To: arslist@ARSLIST.ORG Subject: special characters Hello everyone, I would like inckude some operators in the form of people who have the first name special characters (particularly Slovenians). My Sys is Remedy 7.1 on Windows Server 2003. There is a Slovenian Client? What mistake? help me I do not know where to find the error. thanks Peter ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
ARERROR.LOG entries
Our ITSM 7.6.04.01 system is now live, and of course it immediately started spitting an error we have never seen in testing: Sun Aug 07 18:44:06 2011 : Action Request System(R) Server x64 Version 7.6.04 SP1 HotFix 01 201107051610 (c) Copyright 1991-2011 BMC Software, Inc. Mon Aug 08 08:08:06 2011 390620 : : You do not have permission to modify incident INC00071480. You must be a member of owner group, Enrollment Mgmt CSS with the functional role of either support group manager or support group lead. (ARERR 1291020) Mon Aug 08 08:08:05 2011 390620 : An application command failed. (ARERR 4554) Mon Aug 08 08:08:05 2011 Application-Delete-Entry SYS:Action 1001664 Mon Aug 08 08:08:06 2011 390620 : : You do not have permission to modify incident INC00071480. You must be a member of owner group, Enrollment Mgmt CSS with the functional role of either support group manager or support group lead. (ARERR 1291020) Mon Aug 08 08:08:06 2011 390620 : An application command failed. (ARERR 4554) Mon Aug 08 08:08:06 2011 Application-Delete-Entry SYS:Action 1001665 Mon Aug 08 08:10:19 2011 390620 : : You do not have permission to modify incident INC00071481. You must be a member of owner group, Enrollment Mgmt CSS with the functional role of either support group manager or support group lead. (ARERR 1291020) Mon Aug 08 08:10:19 2011 390620 : An application command failed. (ARERR 4554) Mon Aug 08 08:10:19 2011 Application-Delete-Entry SYS:Action 1001667 Mon Aug 08 08:10:19 2011 390620 : : You do not have permission to modify incident INC00071481. You must be a member of owner group, Enrollment Mgmt CSS with the functional role of either support group manager or support group lead. (ARERR 1291020) Mon Aug 08 08:10:19 2011 390620 : An application command failed. (ARERR 4554) Mon Aug 08 08:10:19 2011 Application-Delete-Entry SYS:Action 1001668 Mon Aug 08 08:20:22 2011 390620 : : You do not have the authority to modify incident, INC00071494. You must be a member or an associate member of either the owner group (Helpdesk) or the assigned group (Helpdesk). (ARERR 1291018) Mon Aug 08 08:20:22 2011 390620 : An application command failed. (ARERR 4554) Mon Aug 08 08:20:22 2011 Application-Delete-Entry SYS:Action 1001674 Has anyone seen this one fly by? Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: ARERROR.LOG entries
Chris, I have seen this before, when AR_ESCALATOR didn't have the necessary application permissions (which we are powerless to grant). The workaround was to exempt that user from the permission validation Active Links. Not saying that's what you're seeing, just that it was the cause the last time I saw something like that. Rick On Mon, Aug 8, 2011 at 7:04 AM, strauss stra...@unt.edu wrote: Our ITSM 7.6.04.01 system is now live, and of course it immediately started spitting an error we have never seen in testing: Sun Aug 07 18:44:06 2011 : Action Request System(R) Server x64 Version 7.6.04 SP1 HotFix 01 201107051610 (c) Copyright 1991-2011 BMC Software, Inc. Mon Aug 08 08:08:06 2011 390620 : : You do not have permission to modify incident INC00071480. You must be a member of owner group, Enrollment Mgmt CSS with the functional role of either support group manager or support group lead. (ARERR 1291020) Mon Aug 08 08:08:05 2011 390620 : An application command failed. (ARERR 4554) Mon Aug 08 08:08:05 2011 Application-Delete-Entry SYS:Action 1001664 Mon Aug 08 08:08:06 2011 390620 : : You do not have permission to modify incident INC00071480. You must be a member of owner group, Enrollment Mgmt CSS with the functional role of either support group manager or support group lead. (ARERR 1291020) Mon Aug 08 08:08:06 2011 390620 : An application command failed. (ARERR 4554) Mon Aug 08 08:08:06 2011 Application-Delete-Entry SYS:Action 1001665 Mon Aug 08 08:10:19 2011 390620 : : You do not have permission to modify incident INC00071481. You must be a member of owner group, Enrollment Mgmt CSS with the functional role of either support group manager or support group lead. (ARERR 1291020) Mon Aug 08 08:10:19 2011 390620 : An application command failed. (ARERR 4554) Mon Aug 08 08:10:19 2011 Application-Delete-Entry SYS:Action 1001667 Mon Aug 08 08:10:19 2011 390620 : : You do not have permission to modify incident INC00071481. You must be a member of owner group, Enrollment Mgmt CSS with the functional role of either support group manager or support group lead. (ARERR 1291020) Mon Aug 08 08:10:19 2011 390620 : An application command failed. (ARERR 4554) Mon Aug 08 08:10:19 2011 Application-Delete-Entry SYS:Action 1001668 Mon Aug 08 08:20:22 2011 390620 : : You do not have the authority to modify incident, INC00071494. You must be a member or an associate member of either the owner group (Helpdesk) or the assigned group (Helpdesk). (ARERR 1291018) Mon Aug 08 08:20:22 2011 390620 : An application command failed. (ARERR 4554) Mon Aug 08 08:20:22 2011 Application-Delete-Entry SYS:Action 1001674 Has anyone seen this one fly by? Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ ___ 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: Def files back up
The documentation defines all of the command line options in detail, might want to check it out J From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pramod Sent: Monday, August 08, 2011 7:41 AM To: arslist@ARSLIST.ORG Subject: Re: Def files back up ** what are the parameters to the DefinitionExport.bat any help? Regards, Pramod On Mon, Aug 8, 2011 at 7:07 PM, LJ LongWing lj.longw...@gmail.com wrote: ** Jaya, I would recommend looking in your dev studio dir for DefinitionExport.bat. I use this daily in my environment to take backups of my system. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of jaya munjal Sent: Sunday, August 07, 2011 9:33 PM To: arslist@ARSLIST.ORG Subject: Def files back up ** Hi list Please can someone suggest whats the best way to take back up of def files on a daily basis. Below is our environment details, we do have a daily DB level back up taken but we would like to take additional def file backs for easy restoration of functionality. Environment ARS 7.6.03 DB - Oracle 10g OS - Windows 2008 64 bit ITSM 7.6 Thanks Jaya _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ -- Pramod _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
password retrieval functionality
Hi list, I want to create a password retrieval functionality for my application. for authentication I am using User form and application would be available on web. has anyone developed like this before? can anyone please share some Ideas to developed this. use case for this functionality goes like , 1. User will click on Forgot Password link 2. one pop Up will ask for user name. 3. system will sent on link to user on the mail address registered on User form. 4, user will click on the link and New Password and Confirm password form will open. 5. password for the user is changed. Pramod ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: ARERROR.LOG entries
Oh, that sounds exactly correct - I triggered some similar errors last week when one of the Kinetic Request webs was installed with Demo as the primary account (out on the Kinetic java app on the web server) instead of the correct one that Kinetic normally uses - which has full application permissions. I have a ticket open, but as usual the 1st line support person has no idea what I'm talking about, so it may take a while to reach an intelligent life form. I'm guessing filters though, not active links for any Application-Delete-Entry SYS:Action, since this was raised to the server's arerror.log. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Monday, August 08, 2011 9:11 AM To: arslist@ARSLIST.ORG Subject: Re: ARERROR.LOG entries ** Chris, I have seen this before, when AR_ESCALATOR didn't have the necessary application permissions (which we are powerless to grant). The workaround was to exempt that user from the permission validation Active Links. Not saying that's what you're seeing, just that it was the cause the last time I saw something like that. Rick On Mon, Aug 8, 2011 at 7:04 AM, strauss stra...@unt.edumailto:stra...@unt.edu wrote: Our ITSM 7.6.04.01 system is now live, and of course it immediately started spitting an error we have never seen in testing: Sun Aug 07 18:44:06 2011 : Action Request System(R) Server x64 Version 7.6.04 SP1 HotFix 01 201107051610 (c) Copyright 1991-2011 BMC Software, Inc. Mon Aug 08 08:08:06 2011 390620 : : You do not have permission to modify incident INC00071480. You must be a member of owner group, Enrollment Mgmt CSS with the functional role of either support group manager or support group lead. (ARERR 1291020) Mon Aug 08 08:08:05 2011 390620 : An application command failed. (ARERR 4554) Mon Aug 08 08:08:05 2011 Application-Delete-Entry SYS:Action 1001664 Mon Aug 08 08:08:06 2011 390620 : : You do not have permission to modify incident INC00071480. You must be a member of owner group, Enrollment Mgmt CSS with the functional role of either support group manager or support group lead. (ARERR 1291020) Mon Aug 08 08:08:06 2011 390620 : An application command failed. (ARERR 4554) Mon Aug 08 08:08:06 2011 Application-Delete-Entry SYS:Action 1001665 Mon Aug 08 08:10:19 2011 390620 : : You do not have permission to modify incident INC00071481. You must be a member of owner group, Enrollment Mgmt CSS with the functional role of either support group manager or support group lead. (ARERR 1291020) Mon Aug 08 08:10:19 2011 390620 : An application command failed. (ARERR 4554) Mon Aug 08 08:10:19 2011 Application-Delete-Entry SYS:Action 1001667 Mon Aug 08 08:10:19 2011 390620 : : You do not have permission to modify incident INC00071481. You must be a member of owner group, Enrollment Mgmt CSS with the functional role of either support group manager or support group lead. (ARERR 1291020) Mon Aug 08 08:10:19 2011 390620 : An application command failed. (ARERR 4554) Mon Aug 08 08:10:19 2011 Application-Delete-Entry SYS:Action 1001668 Mon Aug 08 08:20:22 2011 390620 : : You do not have the authority to modify incident, INC00071494. You must be a member or an associate member of either the owner group (Helpdesk) or the assigned group (Helpdesk). (ARERR 1291018) Mon Aug 08 08:20:22 2011 390620 : An application command failed. (ARERR 4554) Mon Aug 08 08:20:22 2011 Application-Delete-Entry SYS:Action 1001674 Has anyone seen this one fly by? Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug11 www.wwrug.comhttp://www.wwrug.com ARSList: Where the Answers Are _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: password retrieval functionality
We instituted some questions that the user would have needed to set up during their first login. Then when they are asked their user name, they also have to answer the questions - then a temp pwd is sent to their registered email address and the flag is set that they have to change their password on next login. - Original Message - From: Pramod vaidya.pra...@gmail.com To: arslist@ARSLIST.ORG Sent: Monday, August 8, 2011 10:17:10 AM Subject: password retrieval functionality ** Hi list, I want to create a password retrieval functionality for my application. for authentication I am using User form and application would be available on web. has anyone developed like this before? can anyone please share some Ideas to developed this. use case for this functionality goes like , 1. User will click on Forgot Password link 2. one pop Up will ask for user name. 3. system will sent on link to user on the mail address registered on User form. 4, user will click on the link and New Password and Confirm password form will open. 5. password for the user is changed. Pramod _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: ARERROR.LOG entries
You are correct - the validation is in Filters. Here is at least a partial list of validation Filters to check: - Add *AND $USER$ != “AR_ESCALATOR**”* to the Run If qualification of the following Filters: - CTM:PPL:VerifyManageInfo_142_Msg - CTM:PPL:VerifyManageInfo_141_Check - CTM:PPL:ChkUnrestrictedAccess-Fail2_596 - CTM:PPL:ChkUnrestrictedAccess-Fail_596 - CTM:PPL:LOGINCannotSubmitLogin_151_E - CTM:PPL:LICENSECannotSetCreate_151_E - CTM:PPL:VerifyPasswordAccess_151_E Rick On Mon, Aug 8, 2011 at 7:20 AM, strauss stra...@unt.edu wrote: ** Oh, that sounds exactly correct – I triggered some similar errors last week when one of the Kinetic Request webs was installed with Demo as the primary account (out on the Kinetic java app on the web server) instead of the correct one that Kinetic normally uses – which has full application permissions. I have a ticket open, but as usual the 1st line support person has no idea what I’m talking about, so it may take a while to reach an intelligent life form. I’m guessing filters though, not active links for any Application-Delete-Entry SYS:Action, since this was raised to the server’s arerror.log. ** ** Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Rick Cook *Sent:* Monday, August 08, 2011 9:11 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: ARERROR.LOG entries ** ** ** Chris, I have seen this before, when AR_ESCALATOR didn't have the necessary application permissions (which we are powerless to grant). The workaround was to exempt that user from the permission validation Active Links. Not saying that's what you're seeing, just that it was the cause the last time I saw something like that. Rick On Mon, Aug 8, 2011 at 7:04 AM, strauss stra...@unt.edu wrote: Our ITSM 7.6.04.01 system is now live, and of course it immediately started spitting an error we have never seen in testing: Sun Aug 07 18:44:06 2011 : Action Request System(R) Server x64 Version 7.6.04 SP1 HotFix 01 201107051610 (c) Copyright 1991-2011 BMC Software, Inc. Mon Aug 08 08:08:06 2011 390620 : : You do not have permission to modify incident INC00071480. You must be a member of owner group, Enrollment Mgmt CSS with the functional role of either support group manager or support group lead. (ARERR 1291020) Mon Aug 08 08:08:05 2011 390620 : An application command failed. (ARERR 4554) Mon Aug 08 08:08:05 2011 Application-Delete-Entry SYS:Action 1001664 Mon Aug 08 08:08:06 2011 390620 : : You do not have permission to modify incident INC00071480. You must be a member of owner group, Enrollment Mgmt CSS with the functional role of either support group manager or support group lead. (ARERR 1291020) Mon Aug 08 08:08:06 2011 390620 : An application command failed. (ARERR 4554) Mon Aug 08 08:08:06 2011 Application-Delete-Entry SYS:Action 1001665 Mon Aug 08 08:10:19 2011 390620 : : You do not have permission to modify incident INC00071481. You must be a member of owner group, Enrollment Mgmt CSS with the functional role of either support group manager or support group lead. (ARERR 1291020) Mon Aug 08 08:10:19 2011 390620 : An application command failed. (ARERR 4554) Mon Aug 08 08:10:19 2011 Application-Delete-Entry SYS:Action 1001667 Mon Aug 08 08:10:19 2011 390620 : : You do not have permission to modify incident INC00071481. You must be a member of owner group, Enrollment Mgmt CSS with the functional role of either support group manager or support group lead. (ARERR 1291020) Mon Aug 08 08:10:19 2011 390620 : An application command failed. (ARERR 4554) Mon Aug 08 08:10:19 2011 Application-Delete-Entry SYS:Action 1001668 Mon Aug 08 08:20:22 2011 390620 : : You do not have the authority to modify incident, INC00071494. You must be a member or an associate member of either the owner group (Helpdesk) or the assigned group (Helpdesk). (ARERR 1291018) Mon Aug 08 08:20:22 2011 390620 : An application command failed. (ARERR 4554) Mon Aug 08 08:20:22 2011 Application-Delete-Entry SYS:Action 1001674 Has anyone seen this one fly by? Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
ADM:WWRUG: ARSlist Awards 2011
Sorry for the long post, it is needed for this: As Founder of the ARSList in November 1993, it is my privilege to announce the 16th Annual ARSList Awards, Call For Nominations. These awards were created by me in 1995 to recognize the effort that other people were putting into the list by providing the questions, the excellent technical replies and frequently mediocre humour. It was also to provide posters an incentive to keep providing those excellent technical replies and perhaps improve the humour. The ARSlist corporate sponsors WWRUG Canada, Inc. and Daniel Bloom Consulting Inc. provide the award plaques, prizes, and various flying objects(BMC Remedy tends to provide baskets of twinkies). The Rules for Nominations and some General Rules: * An individual must be nominated by at least two independent sources * The years postings are somewhat reviewed to ensure that this is someone who posts quality answers. ( Not that anyone has ever been rejected on this basis) * Only those that have registered on the ARSList before August 1st. 2011 will be eligible to vote. It is assumed you won't vote if you haven't been around long enough to know the posters in question. In the unlikely event of another tie, the person or product with the greatest number of sources of votes will be declared winner. * Voting and nominating is by the Individual REAL person, so redistribution lists don't vote, and those that have multiple subscriptions still get only one vote * BMCSoftware employees on the ARSlist are eligible to vote * All decisions of myself or the oversight panel are final (if I have to make a controversial decision, I confer with 3 past MVP winners for their opinion) * Nominations posted to the list are not accepted, they must be to daniel.bl...@danielbloom.ca * Votes posted to the list are not accepted, they must be to daniel.bl...@danielbloom.ca Past MVP [Most Valuable Poster Award] recipients are: 2010 Joe D'Souza 2009 Dr. Christopher Strauss 2007 Rick Cook 2006 Axton Grams 2005 Tim Widowfield --- 2004 Matt Reinfeldt 2003 Carey Matthew Black 2002 Chris Woyton 2001 Gidd Calden 2000 Jarl Groneng, Tommy Nijem 1999 Rick Cook 1998 Raymond Leach 1997 Vicky Bayol 1996 Joel D. Sender 1995 Martin Nystrom In the MVP list above, anyone after 2004 is not eligible, and neither am I or the Advisory Board of the conference So, the two open categories are - *MVP - Most Valuable Poster. This is the person you feel has contributed the most to the list in a combination of quality and quantity. Anyone who has won the award in the last 5 years, current BMC or BMC Remedy employees are not eligible. An individual must be nominated by at least two independent sources. BMC Software Employee: Beyond the Call of Duty Award Again, an individual must be nominated by at least two independent sources. David Easter and Kelly Deaver have won recently, neither is currently eligible. Kelly both for that and leaving BMC. Nominations for other Categories are also open until August 19th Nominate a potential winner for another Category while you suggest the category if you wish [no Nominations, no Award will be conferred in that category there must be more than one Nomination for a category etc.] Please send nominations to daniel.bl...@danielbloom.ca mailto: daniel.bl...@danielbloom.ca Software categories are currently being handled by on-site Awards at WWRUG with the vendors in the Showcase being eligible. The ARSlist Awards are not currently contemplating software categories. Time Lines: August 19th: nominations for MVP closes, other category nominations close August 22nd: Voting begins for 2 weeks for MVP and other categories September 5th: The voting closes at 5 p.m. EST Thursday September 22nd at RUG2011: Award Ceremony [no one knows the winner(s) until then, well okay, except me and the plaque company] Please send nominations to daniel.bl...@danielbloom.ca Thanks . Daniel Daniel Bloom ARSlist Founder RAC/RSP since 1995 WWRUG Co-Founder Chairman of WWRUG11 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Def files back up
Jaya, Do you use the capability of the system to track all changes you make to any object on the system? This is definitely available in the 7.6.03 system you are running. The feature is an AR System feature where if you turn it on, every change to every structure in the system is recorded in a form. Every time you change an object, a .def file of that object is saved in a form along with who did the change and when. So you have a complete audit and history of every change to the system and at any time can get a def file for any object and Import it into the system to restore a defintion. If the definition changes three times in a day, you get every version of it. Now, this doesn't give you an ability to say give me the state of every object at 2:00 PM on June 5th (well, not without a lot of effort), but it does give you every object and every change made to it along with tracking of who and when. If you are not using this feature, you may consider using it. You may still want to have a periodic full .def file to provide that here is the state of the entire system as of . But, that would be more of a backup and you could always go to a given state and then have all changes since that time from the change log. Think of it like a DB backup and the transaction log. Just something to consider for a solution that may give more functionality than just a daily backup. And, it is a standard feature of the product that setting a simple configuration option will activate and the system will manage for you automatically. I hope this is useful, Doug Mueller From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of jaya munjal Sent: Sunday, August 07, 2011 8:33 PM To: arslist@ARSLIST.ORG Subject: Def files back up ** Hi list Please can someone suggest whats the best way to take back up of def files on a daily basis. Below is our environment details, we do have a daily DB level back up taken but we would like to take additional def file backs for easy restoration of functionality. Environment ARS 7.6.03 DB - Oracle 10g OS - Windows 2008 64 bit ITSM 7.6 Thanks Jaya _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: ARERROR.LOG entries
The culprit is HPD:INC:ChkModClose_020_GetRole. Of course, all I will be doing is suppressing the error message, correct? I haven't managed to catch the error in the filter log to see if the Application Delete Entry actually failed. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Monday, August 08, 2011 9:44 AM To: arslist@ARSLIST.ORG Subject: Re: ARERROR.LOG entries ** You are correct - the validation is in Filters. Here is at least a partial list of validation Filters to check: * Add AND $USER$ != AR_ESCALATOR to the Run If qualification of the following Filters: * CTM:PPL:VerifyManageInfo_142_Msg * CTM:PPL:VerifyManageInfo_141_Check * CTM:PPL:ChkUnrestrictedAccess-Fail2_596 * CTM:PPL:ChkUnrestrictedAccess-Fail_596 * CTM:PPL:LOGINCannotSubmitLogin_151_E * CTM:PPL:LICENSECannotSetCreate_151_E * CTM:PPL:VerifyPasswordAccess_151_E Rick On Mon, Aug 8, 2011 at 7:20 AM, strauss stra...@unt.edumailto:stra...@unt.edu wrote: ** Oh, that sounds exactly correct - I triggered some similar errors last week when one of the Kinetic Request webs was installed with Demo as the primary account (out on the Kinetic java app on the web server) instead of the correct one that Kinetic normally uses - which has full application permissions. I have a ticket open, but as usual the 1st line support person has no idea what I'm talking about, so it may take a while to reach an intelligent life form. I'm guessing filters though, not active links for any Application-Delete-Entry SYS:Action, since this was raised to the server's arerror.log. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Monday, August 08, 2011 9:11 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARERROR.LOG entries ** Chris, I have seen this before, when AR_ESCALATOR didn't have the necessary application permissions (which we are powerless to grant). The workaround was to exempt that user from the permission validation Active Links. Not saying that's what you're seeing, just that it was the cause the last time I saw something like that. Rick On Mon, Aug 8, 2011 at 7:04 AM, strauss stra...@unt.edumailto:stra...@unt.edu wrote: Our ITSM 7.6.04.01 system is now live, and of course it immediately started spitting an error we have never seen in testing: Sun Aug 07 18:44:06 2011 : Action Request System(R) Server x64 Version 7.6.04 SP1 HotFix 01 201107051610 (c) Copyright 1991-2011 BMC Software, Inc. Mon Aug 08 08:08:06 2011 390620 : : You do not have permission to modify incident INC00071480. You must be a member of owner group, Enrollment Mgmt CSS with the functional role of either support group manager or support group lead. (ARERR 1291020) Mon Aug 08 08:08:05 2011 390620 : An application command failed. (ARERR 4554) Mon Aug 08 08:08:05 2011 Application-Delete-Entry SYS:Action 1001664 Mon Aug 08 08:08:06 2011 390620 : : You do not have permission to modify incident INC00071480. You must be a member of owner group, Enrollment Mgmt CSS with the functional role of either support group manager or support group lead. (ARERR 1291020) Mon Aug 08 08:08:06 2011 390620 : An application command failed. (ARERR 4554) Mon Aug 08 08:08:06 2011 Application-Delete-Entry SYS:Action 1001665 Mon Aug 08 08:10:19 2011 390620 : : You do not have permission to modify incident INC00071481. You must be a member of owner group, Enrollment Mgmt CSS with the functional role of either support group manager or support group lead. (ARERR 1291020) Mon Aug 08 08:10:19 2011 390620 : An application command failed. (ARERR 4554) Mon Aug 08 08:10:19 2011 Application-Delete-Entry SYS:Action 1001667 Mon Aug 08 08:10:19 2011 390620 : : You do not have permission to modify incident INC00071481. You must be a member of owner group, Enrollment Mgmt CSS with the functional role of either support group manager or support group lead. (ARERR 1291020) Mon Aug 08 08:10:19 2011 390620 : An application command failed. (ARERR 4554) Mon Aug 08 08:10:19 2011 Application-Delete-Entry SYS:Action 1001668 Mon Aug 08 08:20:22 2011 390620 : : You do not have the authority to modify incident, INC00071494. You must be a member or an associate member of either the owner group (Helpdesk) or the assigned group (Helpdesk). (ARERR 1291018) Mon Aug 08 08:20:22 2011 390620 : An application command failed. (ARERR 4554) Mon Aug 08 08:20:22 2011 Application-Delete-Entry SYS:Action 1001674 Has anyone seen this one fly by?
Re: ARERROR.LOG entries
Technically, you are exempting the current user from being validated, which has the effect of suppressing the error message and allowing the transaction to process as it should. This is something that many users will see on 7.6.04. BMC supposedly has a hot fix for it, but it has all of the makings of one of those fixes that gets accidentally left out of a subsequent patch/SP/hotfix, so keep your eyes and ears open for errors like this even if you think you are current. Rick On Mon, Aug 8, 2011 at 9:41 AM, strauss stra...@unt.edu wrote: ** The culprit is HPD:INC:ChkModClose_020_GetRole. Of course, all I will be doing is suppressing the error message, correct? ** ** I haven’t managed to catch the error in the filter log to see if the Application Delete Entry actually failed. ** ** Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Rick Cook *Sent:* Monday, August 08, 2011 9:44 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: ARERROR.LOG entries ** ** ** You are correct - the validation is in Filters. Here is at least a partial list of validation Filters to check: - Add *AND $USER$ != “AR_ESCALATOR”* to the Run If qualification of the following Filters: - CTM:PPL:VerifyManageInfo_142_Msg - CTM:PPL:VerifyManageInfo_141_Check - CTM:PPL:ChkUnrestrictedAccess-Fail2_596 - CTM:PPL:ChkUnrestrictedAccess-Fail_596 - CTM:PPL:LOGINCannotSubmitLogin_151_E - CTM:PPL:LICENSECannotSetCreate_151_E - CTM:PPL:VerifyPasswordAccess_151_E Rick On Mon, Aug 8, 2011 at 7:20 AM, strauss stra...@unt.edu wrote: ** Oh, that sounds exactly correct – I triggered some similar errors last week when one of the Kinetic Request webs was installed with Demo as the primary account (out on the Kinetic java app on the web server) instead of the correct one that Kinetic normally uses – which has full application permissions. I have a ticket open, but as usual the 1st line support person has no idea what I’m talking about, so it may take a while to reach an intelligent life form. I’m guessing filters though, not active links for any Application-Delete-Entry SYS:Action, since this was raised to the server’s arerror.log. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Rick Cook *Sent:* Monday, August 08, 2011 9:11 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: ARERROR.LOG entries ** Chris, I have seen this before, when AR_ESCALATOR didn't have the necessary application permissions (which we are powerless to grant). The workaround was to exempt that user from the permission validation Active Links. Not saying that's what you're seeing, just that it was the cause the last time I saw something like that. Rick On Mon, Aug 8, 2011 at 7:04 AM, strauss stra...@unt.edu wrote: Our ITSM 7.6.04.01 system is now live, and of course it immediately started spitting an error we have never seen in testing: Sun Aug 07 18:44:06 2011 : Action Request System(R) Server x64 Version 7.6.04 SP1 HotFix 01 201107051610 (c) Copyright 1991-2011 BMC Software, Inc. Mon Aug 08 08:08:06 2011 390620 : : You do not have permission to modify incident INC00071480. You must be a member of owner group, Enrollment Mgmt CSS with the functional role of either support group manager or support group lead. (ARERR 1291020) Mon Aug 08 08:08:05 2011 390620 : An application command failed. (ARERR 4554) Mon Aug 08 08:08:05 2011 Application-Delete-Entry SYS:Action 1001664 Mon Aug 08 08:08:06 2011 390620 : : You do not have permission to modify incident INC00071480. You must be a member of owner group, Enrollment Mgmt CSS with the functional role of either support group manager or support group lead. (ARERR 1291020) Mon Aug 08 08:08:06 2011 390620 : An application command failed. (ARERR 4554) Mon Aug 08 08:08:06 2011 Application-Delete-Entry SYS:Action 1001665 Mon Aug 08 08:10:19 2011 390620 : : You do not have permission to modify incident INC00071481. You must be a member of owner group, Enrollment Mgmt CSS with the functional role of either support group manager or support group lead. (ARERR 1291020) Mon Aug 08 08:10:19 2011 390620 : An application command failed. (ARERR 4554) Mon Aug 08 08:10:19 2011 Application-Delete-Entry SYS:Action 1001667 Mon Aug 08 08:10:19 2011 390620 : : You do not have permission to modify incident INC00071481. You must be a member of owner group, Enrollment Mgmt CSS with the functional
Re: Def files back up
Doug, Sounds like a fantastic feature. Wondering -- why is it optional??? And - by chance - is it on by default? -John On Aug 8, 2011, at 12:31 PM, Mueller, Doug wrote: ** Jaya, Do you use the capability of the system to track all changes you make to any object on the system? This is definitely available in the 7.6.03 system you are running. The feature is an AR System feature where if you turn it on, every change to every structure in the system is recorded in a form. Every time you change an object, a .def file of that object is saved in a form along with who did the change and when. So you have a complete audit and history of every change to the system and at any time can get a def file for any object and Import it into the system to restore a defintion. If the definition changes three times in a day, you get every version of it. Now, this doesn't give you an ability to say give me the state of every object at 2:00 PM on June 5th (well, not without a lot of effort), but it does give you every object and every change made to it along with tracking of who and when. If you are not using this feature, you may consider using it. You may still want to have a periodic full .def file to provide that here is the state of the entire system as of . But, that would be more of a backup and you could always go to a given state and then have all changes since that time from the change log. Think of it like a DB backup and the transaction log. Just something to consider for a solution that may give more functionality than just a daily backup. And, it is a standard feature of the product that setting a simple configuration option will activate and the system will manage for you automatically. I hope this is useful, Doug Mueller From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of jaya munjal Sent: Sunday, August 07, 2011 8:33 PM To: arslist@ARSLIST.ORG Subject: Def files back up ** Hi list Please can someone suggest whats the best way to take back up of def files on a daily basis. Below is our environment details, we do have a daily DB level back up taken but we would like to take additional def file backs for easy restoration of functionality. Environment ARS 7.6.03 DB - Oracle 10g OS - Windows 2008 64 bit ITSM 7.6 Thanks Jaya _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ -- John Sundberg Kinetic Data, Inc. Building a Better Service Experience Recipient of: WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.com 651.556.0930 I www.kineticdata.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: ARERROR.LOG entries
You can see if the delete failed by checking if the record still exists (from the logs below Form: SYS:Action Request ID: 0001664) From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of strauss Sent: Monday, August 08, 2011 12:41 PM To: arslist@ARSLIST.ORG Subject: Re: ARERROR.LOG entries ** The culprit is HPD:INC:ChkModClose_020_GetRole. Of course, all I will be doing is suppressing the error message, correct? I haven't managed to catch the error in the filter log to see if the Application Delete Entry actually failed. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Monday, August 08, 2011 9:44 AM To: arslist@ARSLIST.ORG Subject: Re: ARERROR.LOG entries ** You are correct - the validation is in Filters. Here is at least a partial list of validation Filters to check: * Add AND $USER$ != AR_ESCALATOR to the Run If qualification of the following Filters: * CTM:PPL:VerifyManageInfo_142_Msg * CTM:PPL:VerifyManageInfo_141_Check * CTM:PPL:ChkUnrestrictedAccess-Fail2_596 * CTM:PPL:ChkUnrestrictedAccess-Fail_596 * CTM:PPL:LOGINCannotSubmitLogin_151_E * CTM:PPL:LICENSECannotSetCreate_151_E * CTM:PPL:VerifyPasswordAccess_151_E Rick On Mon, Aug 8, 2011 at 7:20 AM, strauss stra...@unt.edumailto:stra...@unt.edu wrote: ** Oh, that sounds exactly correct - I triggered some similar errors last week when one of the Kinetic Request webs was installed with Demo as the primary account (out on the Kinetic java app on the web server) instead of the correct one that Kinetic normally uses - which has full application permissions. I have a ticket open, but as usual the 1st line support person has no idea what I'm talking about, so it may take a while to reach an intelligent life form. I'm guessing filters though, not active links for any Application-Delete-Entry SYS:Action, since this was raised to the server's arerror.log. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Monday, August 08, 2011 9:11 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARERROR.LOG entries ** Chris, I have seen this before, when AR_ESCALATOR didn't have the necessary application permissions (which we are powerless to grant). The workaround was to exempt that user from the permission validation Active Links. Not saying that's what you're seeing, just that it was the cause the last time I saw something like that. Rick On Mon, Aug 8, 2011 at 7:04 AM, strauss stra...@unt.edumailto:stra...@unt.edu wrote: Our ITSM 7.6.04.01 system is now live, and of course it immediately started spitting an error we have never seen in testing: Sun Aug 07 18:44:06 2011 : Action Request System(R) Server x64 Version 7.6.04 SP1 HotFix 01 201107051610 (c) Copyright 1991-2011 BMC Software, Inc. Mon Aug 08 08:08:06 2011 390620 : : You do not have permission to modify incident INC00071480. You must be a member of owner group, Enrollment Mgmt CSS with the functional role of either support group manager or support group lead. (ARERR 1291020) Mon Aug 08 08:08:05 2011 390620 : An application command failed. (ARERR 4554) Mon Aug 08 08:08:05 2011 Application-Delete-Entry SYS:Action 1001664 Mon Aug 08 08:08:06 2011 390620 : : You do not have permission to modify incident INC00071480. You must be a member of owner group, Enrollment Mgmt CSS with the functional role of either support group manager or support group lead. (ARERR 1291020) Mon Aug 08 08:08:06 2011 390620 : An application command failed. (ARERR 4554) Mon Aug 08 08:08:06 2011 Application-Delete-Entry SYS:Action 1001665 Mon Aug 08 08:10:19 2011 390620 : : You do not have permission to modify incident INC00071481. You must be a member of owner group, Enrollment Mgmt CSS with the functional role of either support group manager or support group lead. (ARERR 1291020) Mon Aug 08 08:10:19 2011 390620 : An application command failed. (ARERR 4554) Mon Aug 08 08:10:19 2011 Application-Delete-Entry SYS:Action 1001667 Mon Aug 08 08:10:19 2011 390620 : : You do not have permission to modify incident INC00071481. You must be a member of owner group, Enrollment Mgmt CSS with the functional role of either support group manager or support group lead. (ARERR 1291020) Mon Aug 08 08:10:19 2011 390620 : An application command failed. (ARERR 4554) Mon Aug 08 08:10:19 2011 Application-Delete-Entry SYS:Action 1001668 Mon Aug 08 08:20:22 2011 390620 : : You do not have the authority to modify
Re: Def files back up
It is optional because it does take up space in the DB to store the information and the def files. It is off by default for this reason. As in all things default, some will want it one way and others will want it the opposite way. We decided to err on the side of not using up space and resources without agreement from the administrator as the default. -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. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg Sent: Monday, August 08, 2011 09:59 AM To: arslist@ARSLIST.ORG Subject: Re: Def files back up ** Doug, Sounds like a fantastic feature. Wondering -- why is it optional??? And - by chance - is it on by default? -John On Aug 8, 2011, at 12:31 PM, Mueller, Doug wrote: ** Jaya, Do you use the capability of the system to track all changes you make to any object on the system? This is definitely available in the 7.6.03 system you are running. The feature is an AR System feature where if you turn it on, every change to every structure in the system is recorded in a form. Every time you change an object, a .def file of that object is saved in a form along with who did the change and when. So you have a complete audit and history of every change to the system and at any time can get a def file for any object and Import it into the system to restore a defintion. If the definition changes three times in a day, you get every version of it. Now, this doesn't give you an ability to say give me the state of every object at 2:00 PM on June 5th (well, not without a lot of effort), but it does give you every object and every change made to it along with tracking of who and when. If you are not using this feature, you may consider using it. You may still want to have a periodic full .def file to provide that here is the state of the entire system as of . But, that would be more of a backup and you could always go to a given state and then have all changes since that time from the change log. Think of it like a DB backup and the transaction log. Just something to consider for a solution that may give more functionality than just a daily backup. And, it is a standard feature of the product that setting a simple configuration option will activate and the system will manage for you automatically. I hope this is useful, Doug Mueller From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of jaya munjal Sent: Sunday, August 07, 2011 8:33 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Def files back up ** Hi list Please can someone suggest whats the best way to take back up of def files on a daily basis. Below is our environment details, we do have a daily DB level back up taken but we would like to take additional def file backs for easy restoration of functionality. Environment ARS 7.6.03 DB - Oracle 10g OS - Windows 2008 64 bit ITSM 7.6 Thanks Jaya _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ -- John Sundberg Kinetic Data, Inc. Building a Better Service Experience Recipient of: WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.commailto:john.sundb...@kineticdata.com 651.556.0930 I www.kineticdata.comhttp://www.kineticdata.com/ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Incident Management Console 7.6.04
We have only had ITSM 7.6.04 in production for a few hours, and the universal assessment from our users has been unanimous; the new Incident Console (insert appropriate string of expletives here). The fact that it is now impossible to filter it on Role (Assignment versus Owner) as it was in 7.0 is a HUGE step backwards. We opened an issue with BMC during testing, but you can imagine where that will go. We already knew that this would happen from our test users' reactions, but it is really baffling the folks who skipped testing. Someone from our desktop support (which is on a different campus) showed up at the helpdesk this morning, thinking that they needed to work on an Incident that was in fact only Owned by them; it was Assigned to the helpdesk and they were working it. The helpdesk is the most heavily impacted, since they are the Owner Group for ALL students (~37,000 of them) and ANY Incident opened on behalf of a student, by any support group, and assigned to any support group (like the Library helpdesk), shows up in their console intermingled with the Incidents that are actually assigned to them. It's more like they are overwhelming the incidents that are actually assigned to them, by 10 or more to one (it is currently 5 assigned versus 59 owned). Just wait until the semester starts!! I did unhide the Assigned Group And Owner Group columns in the console before we went live, which helps a little because you can sort them, but it is still a mess. The helpdesk manager spent several days during testing trying every possible filter available in the console, to no avail. I guess I will be restoring the 7.0 Role selection function and it's workflow to the 7.6.04 system sometime soon; very soon. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Def files back up
Hear ya. 50% like something - 50% don't. And the other 50% like to complain :) -John On Aug 8, 2011, at 1:16 PM, Easter, David wrote: ** It is optional because it does take up space in the DB to store the information and the def files. It is off by default for this reason. As in all things “default”, some will want it one way and others will want it the opposite way. We decided to err on the side of not using up space and resources without agreement from the administrator as the default. -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. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg Sent: Monday, August 08, 2011 09:59 AM To: arslist@ARSLIST.ORG Subject: Re: Def files back up ** Doug, Sounds like a fantastic feature. Wondering -- why is it optional??? And - by chance - is it on by default? -John On Aug 8, 2011, at 12:31 PM, Mueller, Doug wrote: ** Jaya, Do you use the capability of the system to track all changes you make to any object on the system? This is definitely available in the 7.6.03 system you are running. The feature is an AR System feature where if you turn it on, every change to every structure in the system is recorded in a form. Every time you change an object, a .def file of that object is saved in a form along with who did the change and when. So you have a complete audit and history of every change to the system and at any time can get a def file for any object and Import it into the system to restore a defintion. If the definition changes three times in a day, you get every version of it. Now, this doesn't give you an ability to say give me the state of every object at 2:00 PM on June 5th (well, not without a lot of effort), but it does give you every object and every change made to it along with tracking of who and when. If you are not using this feature, you may consider using it. You may still want to have a periodic full .def file to provide that here is the state of the entire system as of . But, that would be more of a backup and you could always go to a given state and then have all changes since that time from the change log. Think of it like a DB backup and the transaction log. Just something to consider for a solution that may give more functionality than just a daily backup. And, it is a standard feature of the product that setting a simple configuration option will activate and the system will manage for you automatically. I hope this is useful, Doug Mueller From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of jaya munjal Sent: Sunday, August 07, 2011 8:33 PM To: arslist@ARSLIST.ORG Subject: Def files back up ** Hi list Please can someone suggest whats the best way to take back up of def files on a daily basis. Below is our environment details, we do have a daily DB level back up taken but we would like to take additional def file backs for easy restoration of functionality. Environment ARS 7.6.03 DB - Oracle 10g OS - Windows 2008 64 bit ITSM 7.6 Thanks Jaya _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ -- John Sundberg Kinetic Data, Inc. Building a Better Service Experience Recipient of: WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.com 651.556.0930 I www.kineticdata.com _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ -- John Sundberg Kinetic Data, Inc. Building a Better Service Experience Recipient of: WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.com 651.556.0930 I www.kineticdata.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Separation of Admin and Development Duties
Todd, Well, this note gives me a good opportunity to talk about some functionality that has been added to the system over the years. These types of requests have come up periodically and they are coming up more and more over the years. We do listen 1) SubAdministrator For 10+ years of course we have had the concept of SubAdministrators who can only have Administrator rights to a subset of the system. I know this is not the current topic, but it is related and I wanted to make sure there is a complete list of the different ways you can segment duties. This capability allows you to have users who are Admins but only for certain parts of the system. They are normal users to the parts they are not SubAdmins for. 2) System Admin vs. Administrator For a number of releases (7.0?), we have allowed the separation of Development and System Admin duties. All the System Admin duties -- setting server info settings and creating users and groups and such -- can all be accomplished by a non Administrator user of the system. In fact, you can separate these duties as much as you desire since all of these duties are now accomplished through AR System forms and you can control the premissions as fine as you desire -- you can let someone change some settings but not others as you can control each setting with separate permissions. So, this allows you to have someone who is a System Administrator of the AR System but who does not have development rights and cannot see any data that their normal permissions doesn't grant them access to. But, you are looking for something above and beyond this, you want to restrict the Administrator. The above only allows you to have a System Administrator without Administrator rights. How do you limit the Administrator from having System Administrator or data rights? So, in 7.6.04, we introduced a new capability 3) Structure only Administrator With the 7.6.04 release, there are two new special groups -- Struct Administrator and Struct SubAdministrator. These two groups provide a restricted flavor of Administrator and SubAdministrator capabilities. The restriction is that they have development rights just like before but NO DATA ACCESS. In other words, they can play with structures but not see any data. Unless of course they are also in other groups that give them access to data just like any other normal user. In addition, there are ways to lock someone to the overlay layer so that they do not have the ability to go into base mode and be an Administrator there (so they are an overlay only Administrator or SubAdministrator). This allows you to have separation between development and data. You can have folks with Struct Administrator rights do an upgrade of a system but they cannot see any of the data on the system. You can of course mix and match rights someone has on different systems (so they can be full Administrators in development but only Struct Administrators in production for example) or have different users with the rights on different systems or whatever level of segregation you want. You can combine Struct Administrator with the System Administration capability to have users who can do development on a system but not do any System Administration on the system. You can have someone who has development and system adminstration rights but no access to any other data. Whatever combination you want on whatever systems you want should now be possible. NOTE: Administrator is still there and still has full rights to everything. Something has to have everything. But, you can restrict this access tightly and you can even have no one with those rights and use arcache to stick someone in as an Administrator if there is ever a need for someone with ALL rights. Combining the three features that are now available, you can restrict what rights a user has and control development, system administration, and data access and keep them together or separated as needed for your environment. I think if you look at these three capabilities, you will be able to slice and dice your roles and the access they allow to the system to conform to whatever separation of duties/roles requirements existing in your environment. If there are other divisions that are needed, we would like to hear about them. But, we think that the combination of these capabilities allows you to do what is needed. I hope this is useful and maybe lets you know about some features that you were not aware of. Doug Mueller From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd Sent: Friday, August 05, 2011 12:31 PM To: arslist@ARSLIST.ORG Subject: Separation of Admin and Development Duties ** We have been given a directive to separate the Remedy Development and Administrative functions. Basically, we have been instructed to come up with a way to ensure that no one
Re: Incident Management Console 7.6.04
Chris, We've had the same exact complaints. The whole idea of Assigned to me in BMC's head meaning Assigned and Owned by me is ridiculous. One thing we've had to do is send the users a set of custom filter qualifications that they can add to their profiles to make life easier. Outside of Incident, the approval console is still clunky and I still have no idea why BMC still maintains the RKM Solution and Known Error DB and also the Problem management Solution and KE DB. Also, don't even get me started on Analytics... (see previous post). Also, as these products become more and more integrated and complex, we've seen a decline in the level of support from BMC. I was accidentally copied on a bunch of their internal e-mails and it was horrifying. It was a game of musical tickets and no one wanted to give a straight answer... and this was internal! If you ever want to chat about all the fun stuff you run into, give me a call because I've probably run into it first. -Tauf 646-483-2779 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of strauss Sent: Monday, August 08, 2011 1:18 PM To: arslist@ARSLIST.ORG Subject: Incident Management Console 7.6.04 ** We have only had ITSM 7.6.04 in production for a few hours, and the universal assessment from our users has been unanimous; the new Incident Console (insert appropriate string of expletives here). The fact that it is now impossible to filter it on Role (Assignment versus Owner) as it was in 7.0 is a HUGE step backwards. We opened an issue with BMC during testing, but you can imagine where that will go. We already knew that this would happen from our test users' reactions, but it is really baffling the folks who skipped testing. Someone from our desktop support (which is on a different campus) showed up at the helpdesk this morning, thinking that they needed to work on an Incident that was in fact only Owned by them; it was Assigned to the helpdesk and they were working it. The helpdesk is the most heavily impacted, since they are the Owner Group for ALL students (~37,000 of them) and ANY Incident opened on behalf of a student, by any support group, and assigned to any support group (like the Library helpdesk), shows up in their console intermingled with the Incidents that are actually assigned to them. It's more like they are overwhelming the incidents that are actually assigned to them, by 10 or more to one (it is currently 5 assigned versus 59 owned). Just wait until the semester starts!! I did unhide the Assigned Group And Owner Group columns in the console before we went live, which helps a little because you can sort them, but it is still a mess. The helpdesk manager spent several days during testing trying every possible filter available in the console, to no avail. I guess I will be restoring the 7.0 Role selection function and it's workflow to the 7.6.04 system sometime soon; very soon. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ _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
FREE!!! Kinetic Calendar - contest number one - win a free iPad
I am going to be doing a series of simple Kinetic Calendar contests. Each contest will get a little harder. Each contest will be for an iPad. (unless otherwise stated) In addition -- each person who enters a contest -- will also be entered into the GRAND PRIZE CONTEST. The GRAND PRIZE will be a ticket to attend WWRUG11 in Washington, DC. So - if you are interested in getting a free pass to WWRUG11 -- be sure to enter each contest we do - to increase your odds. (If you already have a WWRUG11 pass -- you can donate your winning pass - to anybody you would like) ** Contest #1 *** Take a screenshot of any calendar in Kinetic Calendar and send to: mailto: john.sundb...@kineticdata.com subject: Kinetic Calendar contest 1 (See -- very easy, each contest will get a bit harder) (NOTE: do not send it to the ARSList -- send to me directly) ** If you have not already downloaded Kinetic Calendar... So come and get it at: http://www.kineticdata.com/2011-calendar-offer.html See what is new: http://www.vimeo.com/27202841 -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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Unisys is looking for Architects with strong BMC Remedy ITSM and SaaS expertise (position is virtual) – please contact Valerie Cummo at valerie.cu...@unisys.com for further discussion
Unisys is looking for Architects with strong BMC Remedy ITSM and SaaS expertise (position is virtual) – please contact Valerie Cummo at valerie.cu...@unisys.com for further discussion BMC ITSM SaaS Incident/Problem Management Architect BMC ITSM SaaS Change/Configuration Management Architect BMC ITSM SaaS Service Request Management Architect Location of these roles: Virtual – Home Based (your home office) Day to Day Work As the Architect for ITSM7 Service Desk (Change and Configuration Management, Service Request Management, or Incident/Problem Management) application, the candidate will architect global technical solutions for all functionality that involves components of the BMC ITSM7 system, especially those around the BMC Remedy Action Request (AR) System. The candidate will collaborate with other functional and technical teams to ensure all ITSM7 functionality is correctly described and deployed. Strong knowledge of Remedy applications, libraries and components is needed in order to translate business and offering requirements into technical architectures that can be seamlessly integrated into the overall production infrastructure Key Responsibilities • Technical architect for all ITSM7 related solutions, including understanding and documenting the full Unisys AR System architecture • Primary point of contact for overall AR System architecture and functionality; have a full understanding of how hardware, AR System, database and all other BMC applications are related and dependency impacts of any changes or updates. • Architecture and design of major software products critical to the Remedy AR system and ITSM7 solutions • Apply advanced technical knowledge in multiple areas to understand and improve current architecture design. • Work with peers in other groups to define ITSM7 architecture and deployment standards and best practices to control, enhance and improve overall system stability and availability • Assist with integration of Remedy AR System and ITSM7 architecture strategy with other technologies and methodologies • Assist with B2B integration of ITSM7 components with internal and external clients • Interact with BMC and internal teams to help solve critical deployment and architecture issues. • Partner with offering architects to produce detailed conceptual and logical architectures that meet all business and technical requirements provided • Collaborate with build engineers to produce detailed physical architectures that will lead to timely and successful deployment of ITSM7 related systems • Completes assigned activities within schedule • Assist with client issues, and with RFI/RFPs as needed • Ability to create detailed conceptual, logical and physical architectures Technical and Behavioral Requirements • Must have in-depth experience with the BMC AR System architecture, including best practice design and implementation • A solid performance and tuning background is required • Minimum of 7 years experience working with the BMC AR System • Familiarity with all the components of the BMC ITSM7 application set • Familiarity with BMC Remedy AR System administration, including all aspects of best practice architecture design, Remedy performance and tuning skills, and in-depth AR System server configuration • Conversant in the related SLM and SRM components. • Knowledge of ITIL will be a great advantage • Formal BMC ITSM7 and AR System training an advantage • Some exposure to BMC ITSM 7.5 or 76 • Excellent analytical and troubleshooting skills • Very good communication skills • Ability to deal with partners and peers located worldwide • Bachelor’s degree with focus of applied sciences or engineering from leading institutes Contact: Valerie Cummo Global Recruiting Unisys 407-859-4230 valerie.cu...@unisys.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Write contents of a field to a file
I second this process. :-) I'm still too old-school to have switched over to the Java API (sorry to the Johns out there!). ARSPerl does everything I've needed it to! --matt From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Monday, August 08, 2011 8:35 AM To: arslist@ARSLIST.ORG Subject: Re: Write contents of a field to a file ** Shafqat, The method that I prefer would be to call a perl script that logs into the remedy server (via arsperl) and pulls the information from Remedy…this bypasses all of the potential issues you mentioned regarding special characters because the content of the field isn’t being provided on the command line. Once Perl has it in a variable, it’s exceedingly easy to do anything with that value that you might want. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shafqat Ayaz Sent: Saturday, August 06, 2011 4:13 PM To: arslist@ARSLIST.ORG Subject: Re: Write contents of a field to a file ** Thank you Jennifer and sorry for not replying earlier. That is what i have done and was wondering if there was another way. Shafqat Ayaz _ From: Meyer, Jennifer L jennifer.me...@nc.gov To: arslist@ARSLIST.ORG Sent: Monday, August 1, 2011 11:00 AM Subject: Re: Write contents of a field to a file ** Use a run process action. You can look up the specifics in the workflow development guide, but generally you’ll want to write something like: echo $FIELD$ pathfile Jennifer Meyer Remedy Technical Support Specialist State of North Carolina Office of Information Technology Services Service Delivery Division ITSM ITAM Services Office: 919-754-6543 ITS Service Desk: 919-754-6000 jennifer.me...@nc.gov http://its.state.nc.us/ http://its.state.nc.us E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shafqat Ayaz Sent: Friday, July 29, 2011 6:12 PM To: arslist@ARSLIST.ORG Subject: Write contents of a field to a file ** Hi All, I was wondering what would be the best way to write the contents of a character field to a file? The search on the archive keeps on timing out so I am writing to the list. To re-iterate I have a character field the contents of which I would like to write to a file in Windows environment. This will be done on the client and not the server. I am looking to do this only via the User Tool and not through the Mid-Tier at the moment. User Tool v 7.6x, Windows any version ranging from XP to Windows 7, no Windows Vista. Many thanks Shafqat Ayaz _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Process Overview diagrams
A more general question about ITSM 7.6.x - There are Process Overview diagrams that are available for each management console; is there a relatively consolidated diagram that summarizes them available? 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Write contents of a field to a file
J….I use both J From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Matt Reinfeldt Sent: Monday, August 08, 2011 12:55 PM To: arslist@ARSLIST.ORG Subject: Re: Write contents of a field to a file ** I second this process. :-) I'm still too old-school to have switched over to the Java API (sorry to the Johns out there!). ARSPerl does everything I've needed it to! --matt From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Monday, August 08, 2011 8:35 AM To: arslist@ARSLIST.ORG Subject: Re: Write contents of a field to a file ** Shafqat, The method that I prefer would be to call a perl script that logs into the remedy server (via arsperl) and pulls the information from Remedy…this bypasses all of the potential issues you mentioned regarding special characters because the content of the field isn’t being provided on the command line. Once Perl has it in a variable, it’s exceedingly easy to do anything with that value that you might want. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shafqat Ayaz Sent: Saturday, August 06, 2011 4:13 PM To: arslist@ARSLIST.ORG Subject: Re: Write contents of a field to a file ** Thank you Jennifer and sorry for not replying earlier. That is what i have done and was wondering if there was another way. Shafqat Ayaz _ From: Meyer, Jennifer L jennifer.me...@nc.gov To: arslist@ARSLIST.ORG Sent: Monday, August 1, 2011 11:00 AM Subject: Re: Write contents of a field to a file ** Use a run process action. You can look up the specifics in the workflow development guide, but generally you’ll want to write something like: echo $FIELD$ pathfile Jennifer Meyer Remedy Technical Support Specialist State of North Carolina Office of Information Technology Services Service Delivery Division ITSM ITAM Services Office: 919-754-6543 ITS Service Desk: 919-754-6000 jennifer.me...@nc.gov http://its.state.nc.us/ http://its.state.nc.us E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shafqat Ayaz Sent: Friday, July 29, 2011 6:12 PM To: arslist@ARSLIST.ORG Subject: Write contents of a field to a file ** Hi All, I was wondering what would be the best way to write the contents of a character field to a file? The search on the archive keeps on timing out so I am writing to the list. To re-iterate I have a character field the contents of which I would like to write to a file in Windows environment. This will be done on the client and not the server. I am looking to do this only via the User Tool and not through the Mid-Tier at the moment. User Tool v 7.6x, Windows any version ranging from XP to Windows 7, no Windows Vista. Many thanks Shafqat Ayaz _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _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
Editable column in the table field
Hi, I'm trying to use the editable column in the table field. My column pointing to the dropdown selection field and users can select the appropriate value. However When I'm trying to use this value in the workflow, system doesn't recognize it. It works for the checkbox, but not for the dropdown. Is this a known issue of 7.5 ? Thanks, Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: First Call Resolution
** Our service desk has a rule that they don't submit the ticket until they are hanging up. So, the ticket is either resolved at submit or assigned to someone for follow up. This allows us to use status history to determine first call resolution - If StatusHistory.Assigned = Null And StatusHistory.Cancelled = Null And Submitter = Assignee And Status = Closed Kelly DeaverL-3 Stratis / FAA Contractor kdea...@kellydeaver.com (ARSlist mail)kelly.ctr.dea...@faa.gov(Business mail) Original Message Subject: Re: First Call ResolutionFrom: Pavan hipa...@yahoo.comDate: Wed, August 03, 2011 10:34 amTo: arslist@ARSLIST.ORGWe had to automate this process to avoid any manual decision making as it violates the actual rules if someone manually fills the information in a field.If the Case is created by person A and it was never assigned to anyone else or to any other group and the ticket was resolved within the 30 mins time frame.Again every company uses different logic but that is how we are doing internally over here.ThanksPavan___UNSUBSCRIBE or access ARSlist Archives at www.arslist.orgattend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
Re: Celebration ... two years in the making ... an upgrade to v7.5 completed!
** happy dance! are you coming to WWRUG to celebrate? Kelly DeaverL-3 Stratis / FAA Contractor kdea...@kellydeaver.com (ARSlist mail)kelly.ctr.dea...@faa.gov(Business mail) Original Message Subject: Celebration ... two years in the making ... an upgrade to v7.5completed!From: Susan Palmer suzanpal...@gmail.comDate: Mon, July 18, 2011 1:27 pmTo: arslist@ARSLIST.ORG** Hi everyone, Just needed to share my excitement with others that would appreciate it. Saturday we completed our upgradeto ARS v7.5P7 ! We started nearly two years ago and last year gave up on what would be termed a conventional upgrade and built a new server instance with v7.5 and exported/import all objects to it. Of course that presented some challenges butnothing near what the platform upgrade was presenting. Then of course there's freeze time for us from Oct-Jan and other higher priority projects, butfinally we are there! Over the last two months I've been adjusting to Dev Studio and have most of it figured out. I know it does cool things which I appreciate but sometimes I miss the simplicity of the old admin tool. But we're there and I'm so pleased!! Susan_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
Incident 7.6.04 WorkLogs
Another interesting complaint today. Apparently the WorkLog Notes field (Notes: 304247080 z1D_Note) is resisting editing and limiting entry on the Incident form, where it is limited to 255 characters. The underlying field on HPD:WorkLog is 0 length (Notes 100151 Detailed Description), and the equivalent field on HPD:Help Desk Dialogs is also 0 length (Notes 301398800 z1D_Details). One of the problems is that the HPD:WorkLog form contains many records where this field is already populated well beyond 255 characters - throwing an error when you view and try to edit one of them through the Incident form. The disconnect between HPD:Help Desk and HPD:Help Desk Dialogs is even more puzzling, although the latter is Display Only and stores no data so 0 length comes cheap. I'll be forced to consider lengthening it on the Incident form overlay, and if it gets big enough to require a BLOB then I might as well go for unlimited. The helpdesk also complained that it would not accept carriage returns when typing inside the text box; I'm not sure what that's all about, or how to correct it. Of course this did not show up in testing since no one bothered entering anything lengthy in a test ticket. Any comments from anyone who has already gone down this road? Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Incident 7.6.04 WorkLogs
Okay, thanks - I see that I can take it to 7999 without CLOBbering it, but 1500 is more reasonable. We'll discuss it here first. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Schon, Stuart Sent: Monday, August 08, 2011 10:28 PM To: arslist@ARSLIST.ORG Subject: Re: Incident 7.6.04 WorkLogs ** Hi Yep we found the same thing and were forced to increase its size. To prevent users from adding data that should be an attachment we restricted the size to 1500, big enough for almost all text needed to be explained in the WL but forces long email trails to an attachment. We also check all the other apps to see if they had the same issue and adjusted accordingly 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.commailto:stuart.sc...@au.fujitsu.com au.fujitsu.comhttp://au.fujitsu.com [file:///C:\DOCUMENTS%20AND%20SETTINGS\SCHONST\Application%20Data\Microsoft\Signatures\Fujitsu_files\fujitsuemailsignature.gif] From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of strauss Sent: Tuesday, 9 August 2011 12:13 To: arslist@ARSLIST.ORG Subject: Incident 7.6.04 WorkLogs ** Another interesting complaint today. Apparently the WorkLog Notes field (Notes: 304247080 z1D_Note) is resisting editing and limiting entry on the Incident form, where it is limited to 255 characters. The underlying field on HPD:WorkLog is 0 length (Notes 100151 Detailed Description), and the equivalent field on HPD:Help Desk Dialogs is also 0 length (Notes 301398800 z1D_Details). One of the problems is that the HPD:WorkLog form contains many records where this field is already populated well beyond 255 characters - throwing an error when you view and try to edit one of them through the Incident form. The disconnect between HPD:Help Desk and HPD:Help Desk Dialogs is even more puzzling, although the latter is Display Only and stores no data so 0 length comes cheap. I'll be forced to consider lengthening it on the Incident form overlay, and if it gets big enough to require a BLOB then I might as well go for unlimited. The helpdesk also complained that it would not accept carriage returns when typing inside the text box; I'm not sure what that's all about, or how to correct it. Of course this did not show up in testing since no one bothered entering anything lengthy in a test ticket. Any comments from anyone who has already gone down this road? Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ _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
create a calendar
Hello, I would to like to do a new maintenance form in our remedy system. Therefore I would like to create a page holder. The first page should contain the facts about the maintenance. The second page should contain a calendar. This calendar should be built like the one in outlook. It should have a monthly view which contains every day of the month. If a maintenance is created in the new form, it should appear at the calendar at the right place (with date and time). Is there any possible in remedy to create such a calendar on a page holder (the way you can see it in outlook)? Thank you very much for your help. Regards Christoph ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
