Re: WWRUG11: new app and update

[arslist]

We'll add that to the interesting enhancement list.

More of an organizer is indeed the intent,
But an interest tangent.

Thanks !  Dan

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: September 2, 2011 1:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: WWRUG11: new app and update

Does he have any plans to update it such that you can login and update your 
registration information? I am guessing not because sometimes updates may 
include an adjustment to the fee and the app may not be designed for performing 
financial transactions? At first looks I thought it was designed to update 
registrations but then realized its more of an organizer..

Joe

-Original Message- 
From: arslist
Sent: Friday, September 02, 2011 7:45 AM Newsgroups: 
public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: WWRUG11: new app and update

I use a Blackberry most of the time.

He is working on an android version but it won't be ready for this year. 
Makes sense to get feedback on the first release.

Last day to book rooms. Two weeks until the conference.

Having seen which engineers will be there, I can't remember the last time, 
if ever, they were all present.

The morning and afternoon sessions are packed with everything from how to 
install, How to use, to how to upgrade.

We have a pretty good sized group from Higher Education Remedy Developers 
which we expect to expand content for next year.

 Dan
p.s. on the arslist I tend to emphasize the engineering for developers, but 
there is so much more

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: September 1, 2011 4:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: WWRUG11: new app and update

Hi (Anders),

I use Android :-(

Best Regards - Misi, RRR AB, http://www.rrr.se

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

> We are only 19 days away from the conference!
>
>
>
> First: For those of you that are registered, or will register, and are
> wondering how can I easily see the
>
> Schedule without fumbling for paper, there is an App for that! Thanks
> to Anders Wilhelm who created it
>
> You can go to the Apple app store and download (free) one for your
> iPad or iPhone. I have it on my iPad.
>
> Just search for "wwrug11 conference".
>
>
>
> In case any of you are still sitting on the fence about joining us:
>
>
>
> I have managed to get the hotel to give until end of the day tomorrow
> for the conference rates.
>
>
>
> BMC has just finished registering a stellar cast of engineers. If you
> have a question you need answered,
>
> or would just like to meet the folks that created the software, they
> will be at the conference and at your
>
> Disposal for the Evening With Engineering on the Weds. Catch them in
> the halls and they are still fair game.
>
>
>
> There will be representation from World Wide Support if you need to
> ask them about things. The details
>
> Aren't set yet, but we are trying to find a time for Q&A and possibly
> they will be at both the BMC booth at times
>
> And at the Evening With Engineering. I'm sure they usually just get
> bombarded with complaints, so for all of you
>
> that have had good experiences, and I know there are some, let them
> know that too.
>
>
>
> The entire schedule is also on the WWRUG11 web site www.wwrug11.com
>
>
>
> Don't forget the early bird tutorials from several vendors about their
> products (at a small additional fee).
>
>
>
> ... Dan
>
>
>
>
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
>

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Re: 7.6.04 - Delayed support group notification e-mails

[Chowdhury, Tauf]

Doug, 
Thanks. I did exactly that. We already had increased the escalation max thread 
to 6 but I went ahead and disabled the OOB Group escalation and enabled the 
ones for the escalation pools. I'll give that a try and see how it goes. 


-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Doug Blair
Sent: Fri 9/2/2011 3:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 - Delayed support group notification e-mails
 
You're on the right track. We ran into this on 7.5 too.

The notification gets pushed into the NTE SYS Process Control form, and then 
into the AR System Email Messages form if it is addressed to a single 
individual. The group emails go into a second form and they are moved out by an 
escalation which is installed to run in the same pool as everything else 
(zero). That escalation turns expands the members of the group and turns the 
notification into multiple individual messages. Usually there are enough jobs 
going on in that default escalation pool to prevent the group emails from being 
processed because escalation thread is busy doing something else when it is 
time to process the groups.   

A solution is to increase the number of threads available for escalations and 
to change the pool for the group notification escalation to something other 
than the default.  We also noticed that the escalation for the groups was 
installed to run every ten minutes instead of every minute. I cannot see a 
logical reason to want to delay the group's notifications, so I would consider 
running that more frequently as long as it's not in the same escalation pool.

Sorry I cannot remember the exact names of the escalations today!

Doug

--
Doug Blair
+1 224-558-5462

Sent from my iPad2
Auto-corrected typos, misspellings and non-sequiturs are gratefully attributed 
to Steve Jobs :-)

On Sep 2, 2011, at 10:25 AM, "Chowdhury, Tauf"  wrote:

> **
> Thanks Andrew. I'll check this out.
> 
>  
> 
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew C Goodall
> Sent: Friday, September 02, 2011 9:26 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: 7.6.04 - Delayed support group notification e-mails
> 
>  
> 
> **
> 
> Yeah - we're not on 7.6.04 - but on 7.5 we increased the escalation threads 
> from the default 2 to the max 6 (one per pool). I believe the NTE escalations 
> uses pools 3,4,5.
> 
> Also, make sure you haven't installed any longer running escalations that 
> could be backing up the escalation emails, put any custom long running 
> escalations in their own pool, e.g. 6.
> 
>  
> 
> Regards,
> 
>  
> 
> Andrew Goodall
> 
> Software Engineer 2 | Development Services |  jcpenney . www.jcp.com 
> 
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Terry Bootsma
> Sent: Friday, September 02, 2011 7:20 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: 7.6.04 - Delayed support group notification e-mails
> 
>  
> 
> I would suggest that you first check out your escalation pools to ensure that 
> the escalation is processing the notification in a timely manner.  Refer to 
> the ITSM Notification Engine documentation for details.
> 
>  
> 
> Terry
> 
>  
> 
>  
> 
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf
> Sent: Friday, September 02, 2011 7:49 AM
> To: arslist@ARSLIST.ORG
> Subject: 7.6.04 - Delayed support group notification e-mails
> 
> **
> 
> All,
> 
> We have a strange issue that has started cropping up. It seems that ONLY 
> group assignment notification e-mails are being delayed for 5-6 hours. 
> Basically, in the morning, the notifications are OK but as the day progresses 
> and more users are on the system, records start building up in the NTE 
> Process Control form. Once they hit the e-mail messages form, the e-mails go 
> out without issue but it seems the processing is slow on the control form. 
> Individual assignment notifications go off without an issue but the group 
> notifications are delayed. Any ideas?
> 
> -Tauf
> 
> This e-mail and its attachments may contain Forest Laboratories, Inc. 
> proprietary information that is privileged, confidential or subject to 
> copyright belonging to Forest Laboratories, Inc. This e-mail is intended 
> solely for the use of the individual or entity to which it is addressed. If 
> you are not the intended recipient of this e-mail, or the employee or agent 
> responsible for delivering this e-mail to the intended recipient, you are 
> hereby notified that any dissemination, distribution, copying or action taken 
> in relation to the contents of and attachments to this e-mail is strictly 
> prohibited and may be unlawful. If you have received this e-mail in error, 
> please notify the sender immediately and permanently delete the original and 
> any copy of this e-mail and any printout.
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

Configuring Surveys for Incidents when SRM is installed in 7.6.0.4

[Rahul choudhary]

Hi Everyone,

 

Can anyone tell the steps to configure Incident and change survey link to be
send by email notification when SRM module is installed in ITSM 7.6.0.4.

 

Thanks & Regards

Rahul


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Re: 7.6.04 - Delayed support group notification e-mails

[Doug Blair]

You're on the right track. We ran into this on 7.5 too.

The notification gets pushed into the NTE SYS Process Control form, and then 
into the AR System Email Messages form if it is addressed to a single 
individual. The group emails go into a second form and they are moved out by an 
escalation which is installed to run in the same pool as everything else 
(zero). That escalation turns expands the members of the group and turns the 
notification into multiple individual messages. Usually there are enough jobs 
going on in that default escalation pool to prevent the group emails from being 
processed because escalation thread is busy doing something else when it is 
time to process the groups.   

A solution is to increase the number of threads available for escalations and 
to change the pool for the group notification escalation to something other 
than the default.  We also noticed that the escalation for the groups was 
installed to run every ten minutes instead of every minute. I cannot see a 
logical reason to want to delay the group's notifications, so I would consider 
running that more frequently as long as it's not in the same escalation pool.

Sorry I cannot remember the exact names of the escalations today!

Doug

--
Doug Blair
+1 224-558-5462

Sent from my iPad2
Auto-corrected typos, misspellings and non-sequiturs are gratefully attributed 
to Steve Jobs :-)

On Sep 2, 2011, at 10:25 AM, "Chowdhury, Tauf"  wrote:

> **
> Thanks Andrew. I’ll check this out.
> 
>  
> 
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew C Goodall
> Sent: Friday, September 02, 2011 9:26 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: 7.6.04 - Delayed support group notification e-mails
> 
>  
> 
> **
> 
> Yeah – we’re not on 7.6.04 – but on 7.5 we increased the escalation threads 
> from the default 2 to the max 6 (one per pool). I believe the NTE escalations 
> uses pools 3,4,5.
> 
> Also, make sure you haven’t installed any longer running escalations that 
> could be backing up the escalation emails, put any custom long running 
> escalations in their own pool, e.g. 6.
> 
>  
> 
> Regards,
> 
>  
> 
> Andrew Goodall
> 
> Software Engineer 2 | Development Services |  jcpenney . www.jcp.com 
> 
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Terry Bootsma
> Sent: Friday, September 02, 2011 7:20 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: 7.6.04 - Delayed support group notification e-mails
> 
>  
> 
> I would suggest that you first check out your escalation pools to ensure that 
> the escalation is processing the notification in a timely manner.  Refer to 
> the ITSM Notification Engine documentation for details.
> 
>  
> 
> Terry
> 
>  
> 
>  
> 
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf
> Sent: Friday, September 02, 2011 7:49 AM
> To: arslist@ARSLIST.ORG
> Subject: 7.6.04 - Delayed support group notification e-mails
> 
> **
> 
> All,
> 
> We have a strange issue that has started cropping up. It seems that ONLY 
> group assignment notification e-mails are being delayed for 5-6 hours. 
> Basically, in the morning, the notifications are OK but as the day progresses 
> and more users are on the system, records start building up in the NTE 
> Process Control form. Once they hit the e-mail messages form, the e-mails go 
> out without issue but it seems the processing is slow on the control form. 
> Individual assignment notifications go off without an issue but the group 
> notifications are delayed. Any ideas?
> 
> -Tauf
> 
> This e-mail and its attachments may contain Forest Laboratories, Inc. 
> proprietary information that is privileged, confidential or subject to 
> copyright belonging to Forest Laboratories, Inc. This e-mail is intended 
> solely for the use of the individual or entity to which it is addressed. If 
> you are not the intended recipient of this e-mail, or the employee or agent 
> responsible for delivering this e-mail to the intended recipient, you are 
> hereby notified that any dissemination, distribution, copying or action taken 
> in relation to the contents of and attachments to this e-mail is strictly 
> prohibited and may be unlawful. If you have received this e-mail in error, 
> please notify the sender immediately and permanently delete the original and 
> any copy of this e-mail and any printout.
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
> 
> 
> The information transmitted is intended only for the person or entity to 
> which it is addressed and 
> may contain confidential and/or privileged material. If the reader of this 
> message is not the intended
> recipient, you are hereby notified that your access is unauthorized, and any 
> review, dissemination,
> distribution or copying of this message including any attachments is strictly 
> prohibited. If you are not
> the intended recipient, pl

Re: Crystal Report and midtier

[strauss]

Some of the legacy crystal reports had fields moved or renamed underneath them 
- that might be your problem except that you say it works in the User Tool. Can 
you report on the condition field from mid-tier in either a web report or an AR 
System report, or is the mid-tier having trouble with that field specifically?

Our experiences with reporting in 7.6.04 have been less than stellar.  Many 
OOTB crystal reports no longer work because they used Date Ranges that only 
appear in the old User Tool Report Console - they do not appear at all in the 
7.6.04 mid-tier report console (so they throw unqualified searches at the 
server).  We ended up making every Crystal Report from our 7.0.03 system - 
upgraded to 7.6.04.01 - Inactive, because there were so many problems with 
them.  The new web reporting doesn't have the grouping ability that crystal 
had, or at least our report guru hasn't figured it out yet, so our net 
reporting capability after the upgrade is significantly worse.  He had to 
re-engineer all of his custom crystal reports to work properly from the 
mid-tier report console before we could make them active again.

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

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy List
Sent: Friday, September 02, 2011 11:19 AM
To: arslist@ARSLIST.ORG
Subject: Crystal Report and midtier

All,
I am running Remedy 7.6.04 sp1 and Crystal 2008.

The issue is that when I run a Crystal report from the midtier I get the 
following error:

"This Group Section cannot be printed becuase its condition field is 
nonexistent or invalid. Format the section to choose another condition field. 
Error in file 
Asset20Change20ReportTransaction202802e4h29{96D57A0-C67E-4CAA-9782-D}.rpt: 
Invalid group condition."

When I run this report in the User tool it works fine or if I remove the 
grouping I can then run it from the midtier.

Thanks,
Cindy 

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Re: WWRUG11: new app and update

[Joe Martin D'Souza]

Does he have any plans to update it such that you can login and update your 
registration information? I am guessing not because sometimes updates may 
include an adjustment to the fee and the app may not be designed for 
performing financial transactions? At first looks I thought it was designed 
to update registrations but then realized its more of an organizer..


Joe

-Original Message- 
From: arslist
Sent: Friday, September 02, 2011 7:45 AM Newsgroups: 
public.remedy.arsystem.general

To: arslist@ARSLIST.ORG
Subject: Re: WWRUG11: new app and update

I use a Blackberry most of the time.

He is working on an android version but it won't be ready for this year. 
Makes sense to get feedback on the first release.


Last day to book rooms. Two weeks until the conference.

Having seen which engineers will be there, I can't remember the last time, 
if ever, they were all present.


The morning and afternoon sessions are packed with everything from how to 
install, How to use, to how to upgrade.


We have a pretty good sized group from Higher Education Remedy Developers 
which we expect to expand content for next year.


 Dan
p.s. on the arslist I tend to emphasize the engineering for developers, but 
there is so much more


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky

Sent: September 1, 2011 4:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: WWRUG11: new app and update

Hi (Anders),

I use Android :-(

   Best Regards - Misi, RRR AB, http://www.rrr.se

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.


We are only 19 days away from the conference!



First: For those of you that are registered, or will register, and are
wondering how can I easily see the

Schedule without fumbling for paper, there is an App for that! Thanks
to Anders Wilhelm who created it

You can go to the Apple app store and download (free) one for your
iPad or iPhone. I have it on my iPad.

Just search for "wwrug11 conference".



In case any of you are still sitting on the fence about joining us:



I have managed to get the hotel to give until end of the day tomorrow
for the conference rates.



BMC has just finished registering a stellar cast of engineers. If you
have a question you need answered,

or would just like to meet the folks that created the software, they
will be at the conference and at your

Disposal for the Evening With Engineering on the Weds. Catch them in
the halls and they are still fair game.



There will be representation from World Wide Support if you need to
ask them about things. The details

Aren't set yet, but we are trying to find a time for Q&A and possibly
they will be at both the BMC booth at times

And at the Evening With Engineering. I'm sure they usually just get
bombarded with complaints, so for all of you

that have had good experiences, and I know there are some, let them
know that too.



The entire schedule is also on the WWRUG11 web site www.wwrug11.com



Don't forget the early bird tutorials from several vendors about their
products (at a small additional fee).



... Dan




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Re: Crystal Report and midtier

[Joe Martin D'Souza]

Cindy,

Were there any new groups added?

Try re-caching the mid-tier..

Joe

-Original Message- 
From: Remedy List
Sent: Friday, September 02, 2011 12:19 PM Newsgroups: 
public.remedy.arsystem.general

To: arslist@ARSLIST.ORG
Subject: Crystal Report and midtier

All,
I am running Remedy 7.6.04 sp1 and Crystal 2008.

The issue is that when I run a Crystal report from the midtier I get the 
following error:


"This Group Section cannot be printed becuase its condition field is 
nonexistent or invalid. Format the section to choose another condition 
field. Error in file 
Asset20Change20ReportTransaction202802e4h29{96D57A0-C67E-4CAA-9782-D}.rpt: 
Invalid group condition."


When I run this report in the User tool it works fine or if I remove the 
grouping I can then run it from the midtier.


Thanks,
Cindy 


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Crystal Report and midtier

[Remedy List]

All,
I am running Remedy 7.6.04 sp1 and Crystal 2008.

The issue is that when I run a Crystal report from the midtier I get the 
following error:

"This Group Section cannot be printed becuase its condition field is 
nonexistent or invalid. Format the section to choose another condition field. 
Error in file 
Asset20Change20ReportTransaction202802e4h29{96D57A0-C67E-4CAA-9782-D}.rpt: 
Invalid group condition."

When I run this report in the User tool it works fine or if I remove the 
grouping I can then run it from the midtier.

Thanks,
Cindy

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Re: How to Extract Currency Type and Value in an Csv - Urgent

[Ben Chernys]

Meta-Update deals with all parts of a currency field both on updating and on 
extraction.

Cheers
Ben Chernys

Senior Software Architect
Software Tool House Inc.

Canada / Deutschland / Germany
Mobile:  +49 171 380 2329GMT + 1 + [ DST ]
Email:   Ben.Chernys _AT_ softwaretoolhouse.com
Web: www.softwaretoolhouse.com

Check out Software Tool House's free Diary Editor.

Meta-Update, our premium ARS Data tool, lets you automate 
your imports, migrations, in no time at all, without programming, 
without staging forms, without merge workflow. 
http://www.softwaretoolhouse.com/  



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: September-02-11 17:01
To: arslist@ARSLIST.ORG
Subject: Re: How to Extract Currency Type and Value in an Csv - Urgent

Hi,

My currency-field-experience tells me that the functionality is not widely 
used. Much of the results are unexpected or obscure.

I had to create a general purpose service-call that can add, subtract, multiply 
currency-fields and get expected results. It was impossible to make heads or 
tails of it otherwise.

Each currency field stores a value, currency-type and date. In addition to this 
it stores a conversion for each functional currency defined. All is stored in a 
single string in the database.

To import the complete thing, you will need to the ARX file format.

Best Regards - Misi, RRR AB, http://www.rrr.se

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

> Bhupesh,
>
> Despite the fact that Remedy stores Currency fields as two fields in 
> the DB, it is still considered a 'single' field that contains both 
> numbers and the currency, so it makes sense that it would export to a 
> single column when doing a csv export, and I assume also expect it as 
> such on an import as well, so I'm not entirely sure where the problem 
> lies, but once in CSV you should be able to use Excel's 'Text to 
> Columns' feature to parse the one field into two columns if you are 
> needing it to be separate.
>
>
>
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Bhupesh Gupta
> Sent: Friday, September 02, 2011 2:11 AM
> To: arslist@ARSLIST.ORG
> Subject: How to Extract Currency Type and Value in an Csv - Urgent
>
>
>
> **
>
> Can some one please help how to pull currency fields in remedy by 
> using standard reporting procedures?
>
>
>
> Tools --> Reporting
>
>
>
> Select fields and Report to .csv.
>
>
>
> CSV does not extract currency.type and currency.value as separate columns.
>
>
>
>
>
> Can some please help here? It is urgent.
>
> --
> Regards,
> Bhupesh Gupta
>
> _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"
>

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Re: Remedy HA installation guide

[Roger Justice]

Configure the ARS Servers in a Server Group so that processes can move when a 
server goes down.









-Original Message-
From: Chuck 
To: arslist 
Sent: Fri, Sep 2, 2011 11:24 am
Subject: Re: Remedy HA installation guide


You will want to look at three docs that BMC provides.
1) BSM Sizing Guide (Reference Architecture for BMC Service Support
olutions Whte Paper)
) Performance Tuning forBusiness Service Management
) Reference Architecture for Business Service Solutions (this one
ontains load balancing diagrams)
But in a nutshell its basically
Load Balancer]
|
MidTier1] [MidTier2]... [MidTierX]
|
Load Balancer]
|
AR Server1][AR Server2]...[ARServerX]
[Disaster Recovery set]

On Sep 2, 8:16 am, Alejandro Canon  wrote:
 You can check for Installation Guide and White Paper about Load Balancing.

 Regards,

 Alejandro

 -Mensaje original-
 De: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] 
n nombre de uday kiran
 Enviado el: Jueves, 01 de Septiembre de 2011 20:31
 Para: arsl...@arslist.org
 Asunto: Remedy HA installation guide

 Hi we are looking for Remedy HA (high availability)  installation guide 7.6.4

 please help me

 thanks
 Uday

 
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Re: 7.6.04 - Delayed support group notification e-mails

[Chowdhury, Tauf]

Thanks Andrew. I'll check this out. 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew C Goodall
Sent: Friday, September 02, 2011 9:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 - Delayed support group notification e-mails

 

** 

Yeah - we're not on 7.6.04 - but on 7.5 we increased the escalation
threads from the default 2 to the max 6 (one per pool). I believe the
NTE escalations uses pools 3,4,5.

Also, make sure you haven't installed any longer running escalations
that could be backing up the escalation emails, put any custom long
running escalations in their own pool, e.g. 6.

 

Regards,

 

Andrew Goodall

Software Engineer 2 | Development Services |  jcpenney . www.jcp.com
  



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Terry Bootsma
Sent: Friday, September 02, 2011 7:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 - Delayed support group notification e-mails

 

I would suggest that you first check out your escalation pools to ensure
that the escalation is processing the notification in a timely manner.
Refer to the ITSM Notification Engine documentation for details.

 

Terry

 

 



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf
Sent: Friday, September 02, 2011 7:49 AM
To: arslist@ARSLIST.ORG
Subject: 7.6.04 - Delayed support group notification e-mails

** 

All,

We have a strange issue that has started cropping up. It seems that ONLY
group assignment notification e-mails are being delayed for 5-6 hours.
Basically, in the morning, the notifications are OK but as the day
progresses and more users are on the system, records start building up
in the NTE Process Control form. Once they hit the e-mail messages form,
the e-mails go out without issue but it seems the processing is slow on
the control form. Individual assignment notifications go off without an
issue but the group notifications are delayed. Any ideas? 

-Tauf



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Re: Remedy HA installation guide

[Chuck]

You will want to look at three docs that BMC provides.

1) BSM Sizing Guide (Reference Architecture for BMC Service Support
Solutions Whte Paper)
2) Performance Tuning forBusiness Service Management
3) Reference Architecture for Business Service Solutions (this one
contains load balancing diagrams)

But in a nutshell its basically
[Load Balancer]
 |
[MidTier1] [MidTier2]... [MidTierX]
 |
[Load Balancer]
 |
[AR Server1][AR Server2]...[ARServerX]

[Disaster Recovery set]



On Sep 2, 8:16 am, Alejandro Canon  wrote:
> You can check for Installation Guide and White Paper about Load Balancing.
>
> Regards,
>
> Alejandro
>
> -Mensaje original-
> De: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] En nombre de uday kiran
> Enviado el: Jueves, 01 de Septiembre de 2011 20:31
> Para: arsl...@arslist.org
> Asunto: Remedy HA installation guide
>
> Hi we are looking for Remedy HA (high availability)  installation guide 7.6.4
>
> please help me
>
> thanks
> Uday
>
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>
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> attend wwrug11www.wwrug.comARSList: "Where the Answers Are"

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Re: How to Extract Currency Type and Value in an Csv - Urgent

[Misi Mladoniczky]

Hi,

My currency-field-experience tells me that the functionality is not widely
used. Much of the results are unexpected or obscure.

I had to create a general purpose service-call that can add, subtract,
multiply currency-fields and get expected results. It was impossible to
make heads or tails of it otherwise.

Each currency field stores a value, currency-type and date. In addition to
this it stores a conversion for each functional currency defined. All is
stored in a single string in the database.

To import the complete thing, you will need to the ARX file format.

Best Regards - Misi, RRR AB, http://www.rrr.se

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

> Bhupesh,
>
> Despite the fact that Remedy stores Currency fields as two fields in the
> DB,
> it is still considered a 'single' field that contains both numbers and the
> currency, so it makes sense that it would export to a single column when
> doing a csv export, and I assume also expect it as such on an import as
> well, so I'm not entirely sure where the problem lies, but once in CSV you
> should be able to use Excel's 'Text to Columns' feature to parse the one
> field into two columns if you are needing it to be separate.
>
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Bhupesh Gupta
> Sent: Friday, September 02, 2011 2:11 AM
> To: arslist@ARSLIST.ORG
> Subject: How to Extract Currency Type and Value in an Csv - Urgent
>
>
>
> **
>
> Can some one please help how to pull currency fields in remedy by using
> standard reporting procedures?
>
>
>
> Tools --> Reporting
>
>
>
> Select fields and Report to .csv.
>
>
>
> CSV does not extract currency.type and currency.value as separate columns.
>
>
>
>
>
> Can some please help here? It is urgent.
>
> --
> Regards,
> Bhupesh Gupta
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
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Re: disable change flag on hidden fields

[pritch]

Actually, folks were updating the record and saving it (ignoring that msg) 
which caused some issues with various fields that were updated by the approval 
/ rejection.  It was either that or close the screen down (I'm on 7.6.03 and 
users access system strictly via web client) and they didn't like the idea of 
closing the screen.  I find that in most cases, by the time they clear the 
initial (warning) message that says 'your approval / rejection has been sent to 
the server for processing' the approval has been processed.  The 30 second 
limit was only put in for the event that the approval is tied up for some 
reason - haven't seen it actually hit that limit in production.  

Kind of surprised BMC didn't put something like that in out of the box.  I also 
had to do some work on the approval 're-assignments'.  With the web client it 
was returning to a search screen (lost the CR for some reason).  Set that up to 
return to the CR and refresh the approval window.
  
- Original Message -
From: "Andrew C Goodall" 
To: arslist@ARSLIST.ORG
Sent: Friday, September 2, 2011 10:13:02 AM
Subject: Re: disable change flag on hidden fields

Genius - love that idea.
Did you do this specifically because of the "This record has been
updated by another user since you retrieved it..." received when
attempting to approve or reject the change request?

Regards,
 
Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com  

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
Sent: Friday, September 02, 2011 9:04 AM
To: arslist@ARSLIST.ORG
Subject: Re: disable change flag on hidden fields

Yes - I actually had to put in some workflow for my client that has a
'processing, please wait ..." message, go into a loop to detect that the
record has been updated by the application service and then refresh the
screen for them.  If after about 30 seconds it doesn't detect it, I put
an alternate message up that the approval will be processed momentarily,
please refresh your screen before making any additional changes.

- Original Message -
From: "Mike Roper" 
To: arslist@ARSLIST.ORG
Sent: Friday, September 2, 2011 2:19:37 AM
Subject: Re: disable change flag on hidden fields

While I haven't looked at this particular workflow in a while, I've seen
that issue with CHG as well. As far as I can tell there may be a few
things going on. The first is that the approval process updates the
change and the second is that if you have SLAs attached it's going to
update some additional fields. I *think* the only reason they do that is
to immediately reflect the current approval or SLA status on the change.

Take this scenario...

I open the change request and go to the approvals tab and approve my
change. My approval happens to move the change into "Completed" because
it's a close down approval. This could trigger an SLA to update the
ticket. So, if you have the ticket open while workflow fires in the
background, you'll get the "record has been updated" warning if you make
any other changes to the record. There are a lot of things going on in
background and really makes debugging a challenge.

Alternatively, if you have the change open during the approval process
and someone approves through approval central, you can can get the
record updated warning as well.

I think it's just a shortcoming in the design because when you offer
multiple entry points to update a record, toes are going to be stepped
on at some point.

Regards,
Mike Roper


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Re: disable change flag on hidden fields

[Andrew C Goodall]

Thanks LJ and everyone else for the responses. I realize logically why
these messages occur. This really all stemmed from me trying to
understand what BMC workflow is causing this just on an Approve or
reject selection from the process bar.

During this investigation I noticed that when a user clicked on the
approver tab the Save button would highlight because BMC did not disable
the change flag on some hidden z_Temp fields. So wondered under what
circumstances you may not want the change flag to be disabled on a
hidden field.

I realize that the "This record has been updated by another user since
you retrieved it..." is probably filter related from a push - probably
by them updating the Approval Status field.

BMC support just cam back and reported this is related to SW00342156.

 

Regards,

 

Andrew Goodall

Software Engineer 2 | Development Services |  jcpenney . www.jcp.com
  



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Friday, September 02, 2011 9:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: disable change flag on hidden fields

 

Andrew,

As others have pointed out, the 'this record has been updated' is in
relation to the fact that when you hit 'save', the client checks the
last modified date of the record on the screen against the last modified
date on the server, if the two don't match (the one on the server is
newer), it gives you that message.  The 'disable change flag' is a flag
used on the client only that indicates if a field is changed and you
choose to close the window without saving, if the flag isn't set to
'false', then you get the prompt 'are you sure you want to navigate away
from this page' (Mid-Tier) or 'do you want to close this window without
saving' (client)but the answer to your question of 'why would you
want to do that'not entirely sure, I'm sure it was an oversight on
the developers part...I try to make it so that all system populated
hidden fields have it set to true...

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew C Goodall
Sent: Thursday, September 01, 2011 5:26 PM
To: arslist@ARSLIST.ORG
Subject: disable change flag on hidden fields

 

** 

ITSM 7.5.01

 

What are some of the scenario's where you'd want to keep the "disable
change flag" = false on a hidden field?

 

I ask because we're seeing some behavior on "CHG:Infrastructure Change"
where users are receiving the message: 

"This record has been updated by another user since you retrieved it..."
even tough all they did was an Approve or reject action.

 

I found some BMC hidden z_Temp fields were the "disable change flag" =
false

 

So I'm trying to rack my brain as to why you'd ever want a hidden field
to have "disable change flag" = false?

 

Regards,

 

Andrew Goodall

Software Engineer 2 | Development Services |  jcpenney . www.jcp.com
  

 


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recipient, you are hereby notified that your access is unauthorized, and
any review, dissemination,
distribution or copying of this message including any attachments is
strictly prohibited. If you are not
the intended recipient, please contact the sender and delete the
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Re: How to Extract Currency Type and Value in an Csv - Urgent

[LJ LongWing]

Bhupesh,

Despite the fact that Remedy stores Currency fields as two fields in the DB,
it is still considered a 'single' field that contains both numbers and the
currency, so it makes sense that it would export to a single column when
doing a csv export, and I assume also expect it as such on an import as
well, so I'm not entirely sure where the problem lies, but once in CSV you
should be able to use Excel's 'Text to Columns' feature to parse the one
field into two columns if you are needing it to be separate.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Bhupesh Gupta
Sent: Friday, September 02, 2011 2:11 AM
To: arslist@ARSLIST.ORG
Subject: How to Extract Currency Type and Value in an Csv - Urgent

 

** 

Can some one please help how to pull currency fields in remedy by using
standard reporting procedures?

 

Tools --> Reporting

 

Select fields and Report to .csv.

 

CSV does not extract currency.type and currency.value as separate columns.

 

 

Can some please help here? It is urgent.

-- 
Regards,
Bhupesh Gupta

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


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Re: disable change flag on hidden fields

[Andrew C Goodall]

Genius - love that idea.
Did you do this specifically because of the "This record has been
updated by another user since you retrieved it..." received when
attempting to approve or reject the change request?

Regards,
 
Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com  

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
Sent: Friday, September 02, 2011 9:04 AM
To: arslist@ARSLIST.ORG
Subject: Re: disable change flag on hidden fields

Yes - I actually had to put in some workflow for my client that has a
'processing, please wait ..." message, go into a loop to detect that the
record has been updated by the application service and then refresh the
screen for them.  If after about 30 seconds it doesn't detect it, I put
an alternate message up that the approval will be processed momentarily,
please refresh your screen before making any additional changes.

- Original Message -
From: "Mike Roper" 
To: arslist@ARSLIST.ORG
Sent: Friday, September 2, 2011 2:19:37 AM
Subject: Re: disable change flag on hidden fields

While I haven't looked at this particular workflow in a while, I've seen
that issue with CHG as well. As far as I can tell there may be a few
things going on. The first is that the approval process updates the
change and the second is that if you have SLAs attached it's going to
update some additional fields. I *think* the only reason they do that is
to immediately reflect the current approval or SLA status on the change.

Take this scenario...

I open the change request and go to the approvals tab and approve my
change. My approval happens to move the change into "Completed" because
it's a close down approval. This could trigger an SLA to update the
ticket. So, if you have the ticket open while workflow fires in the
background, you'll get the "record has been updated" warning if you make
any other changes to the record. There are a lot of things going on in
background and really makes debugging a challenge.

Alternatively, if you have the change open during the approval process
and someone approves through approval central, you can can get the
record updated warning as well.

I think it's just a shortcoming in the design because when you offer
multiple entry points to update a record, toes are going to be stepped
on at some point.

Regards,
Mike Roper


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Re: disable change flag on hidden fields

[LJ LongWing]

Andrew,

As others have pointed out, the 'this record has been updated' is in
relation to the fact that when you hit 'save', the client checks the last
modified date of the record on the screen against the last modified date on
the server, if the two don't match (the one on the server is newer), it
gives you that message.  The 'disable change flag' is a flag used on the
client only that indicates if a field is changed and you choose to close the
window without saving, if the flag isn't set to 'false', then you get the
prompt 'are you sure you want to navigate away from this page' (Mid-Tier) or
'do you want to close this window without saving' (client)..but the answer
to your question of 'why would you want to do that'..not entirely sure, I'm
sure it was an oversight on the developers part.I try to make it so that all
system populated hidden fields have it set to true.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew C Goodall
Sent: Thursday, September 01, 2011 5:26 PM
To: arslist@ARSLIST.ORG
Subject: disable change flag on hidden fields

 

** 

ITSM 7.5.01

 

What are some of the scenario's where you'd want to keep the "disable change
flag" = false on a hidden field?

 

I ask because we're seeing some behavior on "CHG:Infrastructure Change"
where users are receiving the message: 

"This record has been updated by another user since you retrieved it..."
even tough all they did was an Approve or reject action.

 

I found some BMC hidden z_Temp fields were the "disable change flag" = false

 

So I'm trying to rack my brain as to why you'd ever want a hidden field to
have "disable change flag" = false?

 

Regards,

 

Andrew Goodall

Software Engineer 2 | Development Services |  jcpenney . www.jcp.com
   

 


The information transmitted is intended only for the person or entity to
which it is addressed and 
may contain confidential and/or privileged material. If the reader of this
message is not the intended
recipient, you are hereby notified that your access is unauthorized, and any
review, dissemination,
distribution or copying of this message including any attachments is
strictly prohibited. If you are not
the intended recipient, please contact the sender and delete the material
from any computer.

 

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Re: midtier 7.6.04 with ARS 7.5

[Andrew C Goodall]

Understood - just wondering if anyone had seen performance gains with
ITSM 7.5 on web client, with just an upgrade of midtier? 

 

Although, it looks like you can upgrade ARS 7.6.04 and Midtier 7.6.04
and keep CMDB and ITSM @ 7.5 - does anyone have any experience with this
mix?

I'm just not ready to mess with overlays.

 

Upgrading ITSM is going to be a pain with the amount of customizations
we have and will take a while to transform these to overlays; at the
moment we're just trying to improve the web performance of our 7.5
system.

 

In use:

ARS + Midtier 7.5 patch 4

ITSM 7.5.01

Windows 2003 x64  (2 ARS - in server group, 2 midtier  - all load
balanced)

SQL 2008 x64

 

Regards,

 

Andrew Goodall

Software Engineer 2 | Development Services |  jcpenney . www.jcp.com
  



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Thursday, September 01, 2011 7:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: midtier 7.6.04 with ARS 7.5

 

** Altough you can upgrade Mid-Tier to 7.6.04 it is recommended that ARS
and MT be the same version.

 

-Original Message-
From: Andrew C Goodall 
To: arslist 
Sent: Thu, Sep 1, 2011 8:24 pm
Subject: midtier 7.6.04 with ARS 7.5

** 

Has anybody upgraded to midtier 7.6.04 but kept ARS @ 7.1 or 7.5?

 

Wondering if you did how much (if any) performance improvements in
rendering were gained?

 

Regards,

 

Andrew Goodall

Software Engineer 2 | Development Services |  jcpenney . www.jcp.com
  

 


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distribution or copying of this message including any attachments is
strictly prohibited. If you are not
the intended recipient, please contact the sender and delete the
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the Answers Are"_ 

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ARSmarts presentation at the WWRUG11 : get the best out of Overlays with ARSmarts

[Support]

**


  
  
Hello List,

During our presentation at the WWRUG11 (Thursday Sept 22nd at
3:00PM), I will be able to show you even more of the future features
of ARSmarts :-) :-) ...

As I already mentioned in a previous email, I will give you a glance
of the next new module of ARSmarts: the Data Management module.
Beyond this, I just learned from the development guys that I will
also be able to show how the coming new version of the existing
modules (Navigator, Grapher and Documenter) will make the most out
of the Overlay functionality :-) :-) :-) .

Finally, for those who are still hesitating to come and listen to a
salesperson (that's me :-) ;-) ), I can tell you that 2 technical
persons will be available to answer all your tricky questions.  So
see you all on Thursday Sept 22nd at 3:00pm.

Kaïs
kais.albas...@arsmarts.com
www.arsmarts.com
  

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Re: disable change flag on hidden fields

[pritch]

Yes - I actually had to put in some workflow for my client that has a 
'processing, please wait ..." message, go into a loop to detect that the record 
has been updated by the application service and then refresh the screen for 
them.  If after about 30 seconds it doesn't detect it, I put an alternate 
message up that the approval will be processed momentarily, please refresh your 
screen before making any additional changes.

- Original Message -
From: "Mike Roper" 
To: arslist@ARSLIST.ORG
Sent: Friday, September 2, 2011 2:19:37 AM
Subject: Re: disable change flag on hidden fields

While I haven't looked at this particular workflow in a while, I've seen that 
issue with CHG as well. As far as I can tell there may be a few things going 
on. The first is that the approval process updates the change and the second is 
that if you have SLAs attached it's going to update some additional fields. I 
*think* the only reason they do that is to immediately reflect the current 
approval or SLA status on the change.

Take this scenario...

I open the change request and go to the approvals tab and approve my change. My 
approval happens to move the change into "Completed" because it's a close down 
approval. This could trigger an SLA to update the ticket. So, if you have the 
ticket open while workflow fires in the background, you'll get the "record has 
been updated" warning if you make any other changes to the record. There are a 
lot of things going on in background and really makes debugging a challenge.

Alternatively, if you have the change open during the approval process and 
someone approves through approval central, you can can get the record updated 
warning as well.

I think it's just a shortcoming in the design because when you offer multiple 
entry points to update a record, toes are going to be stepped on at some point.

Regards,
Mike Roper

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Re: disable change flag on hidden fields

[Grooms, Frederick W]

One scenario I can think of is the case where you need to do a push to that 
form to trigger some other change (Think of it like walking a table field when 
you don't want to put a table on a form).

I use this method for custom notifications.  I have a form that defines the 
selection criteria and the message.  On submit I do a push to the notification 
definition form modifying all matching records (all I set on the notification 
form is a display only temp field with the ticket id of the source).  Workflow 
on the definition form then does a push to send the messages.  If the disable 
change flag on the temp field was not set to false then the workflow to 
actually send the message would never fire.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew C Goodall
Sent: Thursday, September 01, 2011 6:26 PM
To: arslist@ARSLIST.ORG
Subject: disable change flag on hidden fields

** 
ITSM 7.5.01

What are some of the scenario's where you'd want to keep the "disable change 
flag" = false on a hidden field?

I ask because we're seeing some behavior on "CHG:Infrastructure Change" where 
users are receiving the message: 
"This record has been updated by another user since you retrieved it..." even 
though all they did was an Approve or reject action.

I found some BMC hidden z_Temp fields were the "disable change flag" = false

So I'm trying to rack my brain as to why you'd ever want a hidden field to have 
"disable change flag" = false?

Regards,
 
Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com  

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WWRUG ARSlist Awards: Last Day to Vote is Monday

[Daniel Bloom]

The vote is close, so if you have a favorite now is the time to have your
vote count.

 

Voting ends at the end of the day Monday. Since that is a holiday for most
of North America

I thought I would do the reminder today.

 

.. Dan

p.s. just look up the previous posts for who is nominated etc.


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Re: 7.6.04 - Delayed support group notification e-mails

[Andrew C Goodall]

Yeah - we're not on 7.6.04 - but on 7.5 we increased the escalation
threads from the default 2 to the max 6 (one per pool). I believe the
NTE escalations uses pools 3,4,5.

Also, make sure you haven't installed any longer running escalations
that could be backing up the escalation emails, put any custom long
running escalations in their own pool, e.g. 6.

 

Regards,

 

Andrew Goodall

Software Engineer 2 | Development Services |  jcpenney . www.jcp.com
  



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Terry Bootsma
Sent: Friday, September 02, 2011 7:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 - Delayed support group notification e-mails

 

I would suggest that you first check out your escalation pools to ensure
that the escalation is processing the notification in a timely manner.
Refer to the ITSM Notification Engine documentation for details.

 

Terry

 

 



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf
Sent: Friday, September 02, 2011 7:49 AM
To: arslist@ARSLIST.ORG
Subject: 7.6.04 - Delayed support group notification e-mails

** 

All,

We have a strange issue that has started cropping up. It seems that ONLY
group assignment notification e-mails are being delayed for 5-6 hours.
Basically, in the morning, the notifications are OK but as the day
progresses and more users are on the system, records start building up
in the NTE Process Control form. Once they hit the e-mail messages form,
the e-mails go out without issue but it seems the processing is slow on
the control form. Individual assignment notifications go off without an
issue but the group notifications are delayed. Any ideas? 

-Tauf



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The information transmitted is 
intended only for the person or entity to which it is addressed and may 
contain confidential and/or privileged material.  If the reader of this message 
is not the intendedrecipient, you are hereby notified that your access is 
unauthorized, and any review, dissemination,distribution or copying of this 
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notthe intended recipient, please contact the sender and delete the 
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Re: Remedy HA installation guide

[Alejandro Canon]

You can check for Installation Guide and White Paper about Load Balancing.

Regards,

Alejandro

-Mensaje original-
De: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] 
En nombre de uday kiran
Enviado el: Jueves, 01 de Septiembre de 2011 20:31
Para: arslist@ARSLIST.ORG
Asunto: Remedy HA installation guide

Hi we are looking for Remedy HA (high availability)  installation guide 7.6.4

please help me

thanks
Uday

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Re: VM Clone for ARS 7.6.04

[Danny Kellett]

Hi,

 

Not sure, we deploy Red Hat and we use a Perl script to change start files
etc. But I know Carl personally and he is a nice guy and would add the code
if you asked him nicely J.

 

Send him an email.

 

Kind regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Terry Bootsma
Sent: 02 September 2011 14:07
To: arslist@ARSLIST.ORG
Subject: Re: VM Clone for ARS 7.6.04

 

** 

I didn't know about this tool... thanks for sending it along!

 

Does it also do the necessary changes to the Registry settings in the
windows registry? 

 

Terry

 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danny Kellett
Sent: Friday, September 02, 2011 8:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: VM Clone for ARS 7.6.04

** 

Hi,

 

There is a tool written by Carl Wilson that will make all those changes
automatically for you. Its excellent.

 

https://communities.bmc.com/communities/docs/DOC-7710

 

Regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Terry Bootsma
Sent: 02 September 2011 13:22
To: arslist@ARSLIST.ORG
Subject: Re: VM Clone for ARS 7.6.04

 

** 

Also.. .don't forget that cloning the environment requires you to make
changes to your local config files and registry settings if your cloning it
to  a new server name.Like below, we don't clone the DB server but clone
the app/web servers between dev/test/prod.

 

Terry

 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danny Kellett
Sent: Friday, September 02, 2011 4:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: VM Clone for ARS 7.6.04

** 

Hi John,

 

The outsourcing client I am doing some ITSM consulting for say they do not
clone the DB. That stays on the farm in RAC.

 

The AR instances are licensed individually when the clone is up. Its because
different customers have different license requirements so they can not have
a one license fits all approach.

 

There is no licensing with the midtier.

 

Kind regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Doe
Sent: 01 September 2011 23:01
To: arslist@ARSLIST.ORG
Subject: Re: VM Clone for ARS 7.6.04

 

** 

Danny, 

 

I am really curious about this.  Do you clone the app, db and mid-tier?
When you clone how do you deal with licensing for Remedy and the DB?  Do all
of the records come over?
I have not thought about this, but it would save us loads of time and
effort.

 

Thank you 

  

 

  _  

From: Danny Kellett 
To: arslist@ARSLIST.ORG
Sent: Thursday, September 1, 2011 9:30 AM
Subject: Re: VM Clone for ARS 7.6.04

Hi,

Yes, we do it for all our environments. Dev, test production etc. VM Ware
Cloning is very good for that and very easy if you are running VSphere.

Kind regards
Danny

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Atul Vohra
Sent: 01 September 2011 15:25
To: arslist@ARSLIST.ORG
Subject: VM Clone for ARS 7.6.04

All,

We were looking in to deploying clones on different VMs which would have ARS
7.6.4 / Oracle db etc.
Has anyone looked in to this and is it possible?

Thanks
Atul Vohra
President, ProTech Software Inc.
BMC Remedy Skilled Professional (R.S. P.) v7.1
BMC Certified Adminstrator v7.5


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Re: VM Clone for ARS 7.6.04

[Terry Bootsma]

I didn't know about this tool... thanks for sending it along!
 
Does it also do the necessary changes to the Registry settings in the
windows registry? 
 
Terry
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danny Kellett
Sent: Friday, September 02, 2011 8:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: VM Clone for ARS 7.6.04


** 

Hi,

 

There is a tool written by Carl Wilson that will make all those changes
automatically for you. Its excellent.

 

https://communities.bmc.com/communities/docs/DOC-7710

 

Regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Terry Bootsma
Sent: 02 September 2011 13:22
To: arslist@ARSLIST.ORG
Subject: Re: VM Clone for ARS 7.6.04

 

** 

Also.. .don't forget that cloning the environment requires you to make
changes to your local config files and registry settings if your cloning it
to  a new server name.Like below, we don't clone the DB server but clone
the app/web servers between dev/test/prod.

 

Terry

 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danny Kellett
Sent: Friday, September 02, 2011 4:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: VM Clone for ARS 7.6.04

** 

Hi John,

 

The outsourcing client I am doing some ITSM consulting for say they do not
clone the DB. That stays on the farm in RAC.

 

The AR instances are licensed individually when the clone is up. Its because
different customers have different license requirements so they can not have
a one license fits all approach.

 

There is no licensing with the midtier.

 

Kind regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Doe
Sent: 01 September 2011 23:01
To: arslist@ARSLIST.ORG
Subject: Re: VM Clone for ARS 7.6.04

 

** 

Danny, 

 

I am really curious about this.  Do you clone the app, db and mid-tier?
When you clone how do you deal with licensing for Remedy and the DB?  Do all
of the records come over?
I have not thought about this, but it would save us loads of time and
effort.

 

Thank you 

  

 

  _  

From: Danny Kellett 
To: arslist@ARSLIST.ORG
Sent: Thursday, September 1, 2011 9:30 AM
Subject: Re: VM Clone for ARS 7.6.04

Hi,

Yes, we do it for all our environments. Dev, test production etc. VM Ware
Cloning is very good for that and very easy if you are running VSphere.

Kind regards
Danny

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Atul Vohra
Sent: 01 September 2011 15:25
To: arslist@ARSLIST.ORG
Subject: VM Clone for ARS 7.6.04

All,

We were looking in to deploying clones on different VMs which would have ARS
7.6.4 / Oracle db etc.
Has anyone looked in to this and is it possible?

Thanks
Atul Vohra
President, ProTech Software Inc.
BMC Remedy Skilled Professional (R.S. P.) v7.1
BMC Certified Adminstrator v7.5


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Re: VM Clone for ARS 7.6.04

[Danny Kellett]

Hi,

 

There is a tool written by Carl Wilson that will make all those changes
automatically for you. Its excellent.

 

https://communities.bmc.com/communities/docs/DOC-7710

 

Regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Terry Bootsma
Sent: 02 September 2011 13:22
To: arslist@ARSLIST.ORG
Subject: Re: VM Clone for ARS 7.6.04

 

** 

Also.. .don't forget that cloning the environment requires you to make
changes to your local config files and registry settings if your cloning it
to  a new server name.Like below, we don't clone the DB server but clone
the app/web servers between dev/test/prod.

 

Terry

 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danny Kellett
Sent: Friday, September 02, 2011 4:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: VM Clone for ARS 7.6.04

** 

Hi John,

 

The outsourcing client I am doing some ITSM consulting for say they do not
clone the DB. That stays on the farm in RAC.

 

The AR instances are licensed individually when the clone is up. Its because
different customers have different license requirements so they can not have
a one license fits all approach.

 

There is no licensing with the midtier.

 

Kind regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Doe
Sent: 01 September 2011 23:01
To: arslist@ARSLIST.ORG
Subject: Re: VM Clone for ARS 7.6.04

 

** 

Danny, 

 

I am really curious about this.  Do you clone the app, db and mid-tier?
When you clone how do you deal with licensing for Remedy and the DB?  Do all
of the records come over?
I have not thought about this, but it would save us loads of time and
effort.

 

Thank you 

  

 

  _  

From: Danny Kellett 
To: arslist@ARSLIST.ORG
Sent: Thursday, September 1, 2011 9:30 AM
Subject: Re: VM Clone for ARS 7.6.04

Hi,

Yes, we do it for all our environments. Dev, test production etc. VM Ware
Cloning is very good for that and very easy if you are running VSphere.

Kind regards
Danny

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Atul Vohra
Sent: 01 September 2011 15:25
To: arslist@ARSLIST.ORG
Subject: VM Clone for ARS 7.6.04

All,

We were looking in to deploying clones on different VMs which would have ARS
7.6.4 / Oracle db etc.
Has anyone looked in to this and is it possible?

Thanks
Atul Vohra
President, ProTech Software Inc.
BMC Remedy Skilled Professional (R.S. P.) v7.1
BMC Certified Adminstrator v7.5


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Re: VM Clone for ARS 7.6.04

[Terry Bootsma]

Also.. .don't forget that cloning the environment requires you to make
changes to your local config files and registry settings if your cloning it
to  a new server name.Like below, we don't clone the DB server but clone
the app/web servers between dev/test/prod.
 
Terry
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danny Kellett
Sent: Friday, September 02, 2011 4:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: VM Clone for ARS 7.6.04


** 

Hi John,

 

The outsourcing client I am doing some ITSM consulting for say they do not
clone the DB. That stays on the farm in RAC.

 

The AR instances are licensed individually when the clone is up. Its because
different customers have different license requirements so they can not have
a one license fits all approach.

 

There is no licensing with the midtier.

 

Kind regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Doe
Sent: 01 September 2011 23:01
To: arslist@ARSLIST.ORG
Subject: Re: VM Clone for ARS 7.6.04

 

** 

Danny, 

 

I am really curious about this.  Do you clone the app, db and mid-tier?
When you clone how do you deal with licensing for Remedy and the DB?  Do all
of the records come over?
I have not thought about this, but it would save us loads of time and
effort.

 

Thank you 

  

 

  _  

From: Danny Kellett 
To: arslist@ARSLIST.ORG
Sent: Thursday, September 1, 2011 9:30 AM
Subject: Re: VM Clone for ARS 7.6.04

Hi,

Yes, we do it for all our environments. Dev, test production etc. VM Ware
Cloning is very good for that and very easy if you are running VSphere.

Kind regards
Danny

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Atul Vohra
Sent: 01 September 2011 15:25
To: arslist@ARSLIST.ORG
Subject: VM Clone for ARS 7.6.04

All,

We were looking in to deploying clones on different VMs which would have ARS
7.6.4 / Oracle db etc.
Has anyone looked in to this and is it possible?

Thanks
Atul Vohra
President, ProTech Software Inc.
BMC Remedy Skilled Professional (R.S. P.) v7.1
BMC Certified Adminstrator v7.5


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Re: 7.6.04 - Delayed support group notification e-mails

[Terry Bootsma]

I would suggest that you first check out your escalation pools to ensure
that the escalation is processing the notification in a timely manner.
Refer to the ITSM Notification Engine documentation for details.
 
Terry
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf
Sent: Friday, September 02, 2011 7:49 AM
To: arslist@ARSLIST.ORG
Subject: 7.6.04 - Delayed support group notification e-mails


** 

All,

We have a strange issue that has started cropping up. It seems that ONLY
group assignment notification e-mails are being delayed for 5-6 hours.
Basically, in the morning, the notifications are OK but as the day
progresses and more users are on the system, records start building up in
the NTE Process Control form. Once they hit the e-mail messages form, the
e-mails go out without issue but it seems the processing is slow on the
control form. Individual assignment notifications go off without an issue
but the group notifications are delayed. Any ideas? 

-Tauf

  _  

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

[Chowdhury, Tauf]

All,

We have a strange issue that has started cropping up. It seems that ONLY
group assignment notification e-mails are being delayed for 5-6 hours.
Basically, in the morning, the notifications are OK but as the day
progresses and more users are on the system, records start building up
in the NTE Process Control form. Once they hit the e-mail messages form,
the e-mails go out without issue but it seems the processing is slow on
the control form. Individual assignment notifications go off without an
issue but the group notifications are delayed. Any ideas? 

-Tauf

**
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Re: WWRUG11: new app and update

[arslist]

I use a Blackberry most of the time.

He is working on an android version but it won't be ready for this year.
Makes sense to get feedback on the first release.

Last day to book rooms. Two weeks until the conference.

Having seen which engineers will be there, I can't remember the last time, if 
ever,
they were all present. 

The morning and afternoon sessions are packed with everything from how to 
install,
How to use, to how to upgrade.

We have a pretty good sized group from Higher Education Remedy Developers which 
we
expect to expand content for next year.

 Dan
p.s. on the arslist I tend to emphasize the engineering for developers, but 
there is so much more

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: September 1, 2011 4:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: WWRUG11: new app and update

Hi (Anders),

I use Android :-(

Best Regards - Misi, RRR AB, http://www.rrr.se

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

> We are only 19 days away from the conference!
>
>
>
> First: For those of you that are registered, or will register, and are 
> wondering how can I easily see the
>
> Schedule without fumbling for paper, there is an App for that! Thanks 
> to Anders Wilhelm who created it
>
> You can go to the Apple app store and download (free) one for your 
> iPad or iPhone. I have it on my iPad.
>
> Just search for "wwrug11 conference".
>
>
>
> In case any of you are still sitting on the fence about joining us:
>
>
>
> I have managed to get the hotel to give until end of the day tomorrow 
> for the conference rates.
>
>
>
> BMC has just finished registering a stellar cast of engineers. If you 
> have a question you need answered,
>
> or would just like to meet the folks that created the software, they 
> will be at the conference and at your
>
> Disposal for the Evening With Engineering on the Weds. Catch them in 
> the halls and they are still fair game.
>
>
>
> There will be representation from World Wide Support if you need to 
> ask them about things. The details
>
> Aren't set yet, but we are trying to find a time for Q&A and possibly 
> they will be at both the BMC booth at times
>
> And at the Evening With Engineering. I'm sure they usually just get 
> bombarded with complaints, so for all of you
>
> that have had good experiences, and I know there are some, let them 
> know that too.
>
>
>
> The entire schedule is also on the WWRUG11 web site www.wwrug11.com
>
>
>
> Don't forget the early bird tutorials from several vendors about their 
> products (at a small additional fee).
>
>
>
> ... Dan
>
>
>
>
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>

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Re: VM Clone for ARS 7.6.04

[Danny Kellett]

Hi John,

 

The outsourcing client I am doing some ITSM consulting for say they do not
clone the DB. That stays on the farm in RAC.

 

The AR instances are licensed individually when the clone is up. Its because
different customers have different license requirements so they can not have
a one license fits all approach.

 

There is no licensing with the midtier.

 

Kind regards

Danny

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Doe
Sent: 01 September 2011 23:01
To: arslist@ARSLIST.ORG
Subject: Re: VM Clone for ARS 7.6.04

 

** 

Danny, 

 

I am really curious about this.  Do you clone the app, db and mid-tier?
When you clone how do you deal with licensing for Remedy and the DB?  Do all
of the records come over?
I have not thought about this, but it would save us loads of time and
effort.

 

Thank you 

  

 

  _  

From: Danny Kellett 
To: arslist@ARSLIST.ORG
Sent: Thursday, September 1, 2011 9:30 AM
Subject: Re: VM Clone for ARS 7.6.04

Hi,

Yes, we do it for all our environments. Dev, test production etc. VM Ware
Cloning is very good for that and very easy if you are running VSphere.

Kind regards
Danny

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Atul Vohra
Sent: 01 September 2011 15:25
To: arslist@ARSLIST.ORG
Subject: VM Clone for ARS 7.6.04

All,

We were looking in to deploying clones on different VMs which would have ARS
7.6.4 / Oracle db etc.
Has anyone looked in to this and is it possible?

Thanks
Atul Vohra
President, ProTech Software Inc.
BMC Remedy Skilled Professional (R.S. P.) v7.1
BMC Certified Adminstrator v7.5


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How to Extract Currency Type and Value in an Csv - Urgent

[Bhupesh Gupta]

Can some one please help how to pull currency fields in remedy by using
standard reporting procedures?

Tools --> Reporting

Select fields and Report to .csv.

CSV does not extract currency.type and currency.value as separate columns.


Can some please help here? It is urgent.

-- 
Regards,
Bhupesh Gupta

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