Re: OT: Pre-RUG social evening(s) - anyone interested???

[Peter Romain]

Thanks Kelly, that’s good to know.

 

I know from two years ago that I won’t leave the hotel between the start and 
end of the conference – I’m looking forward to it.

 

Cheers

 

Peter

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kelly Deaver
Sent: 14 September 2011 01:51
To: arslist@ARSLIST.ORG
Subject: Re: OT: Pre-RUG social evening(s) - anyone interested???

 

** 

The hotel has a brochure for a bus tour of the sites that looks pretty good. 
You can get off and back on at various stops on the route. 

 

You guys better get it all in on the week. We're going to be keeping you busy!!!

 

Kelly Deaver
  ke...@wwrug.com 

 

 Original Message 
Subject: Re: OT: Pre-RUG social evening(s) - anyone interested???
From: Peter Romain <  
p.romain.arsl...@parsolutions.co.uk>
Date: Mon, September 12, 2011 2:27 am
To:   arslist@ARSLIST.ORG

** 

I’ll be arriving on Saturday so would be happy to meet up on Sunday evening as 
being a Brit I’ll probably try and do the sights of the area during the day.

 

Does anyone have the name of a good sight-seeing tour that takes in the main 
places?

 

Cheers

 

Peter

 

 

 

From: Action Request System discussion list(ARSList) [ 
 mailto:arslist@ARSLIST.ORG] On Behalf Of Jlbess
Sent: 11 September 2011 19:12
To:   arslist@ARSLIST.ORG
Subject: Re: OT: Pre-RUG social evening(s) - anyone interested???

 

** 

Hi Joe

I live in Crystal city and will be around all weekend.

 

Crystal/Pentagon city bars

Bailey's (great sports bar and grill if you smoke or don't mind the smoke)

Buffalo wild wings (don't recommend, it's the only BWW I wont go back to. Very 
bad service.)

Crystal city sports bar (3 stories and standing room only on game days)

Tortoise and Hare (Steelers bar. Other than that its pretty good. :-)

Champs (big screens, good food, cold drinks, slow service)

Sine (good irish bar and grill)

Next to sine are 3 Thai and sushi places. All three have good food and small 
quiet bars if you're looking to relax.

 

If you want to venture into DC for a drink, take the metro to gallery place. 
Comes out at the Verizon center. RFD is just up 7th street. Good food, cold 
beer, and good service.

 

The double tree hotel on army navy drive has a round bar that rotates. The bar 
isn't anything special, but offers a great view of the pentagon and DC.

 

Clarendon and Ballston have a lot of great places. ( metro orange line toward 
Vienna )

Carpool

Carribean breeze

Hard times

Circa

O'Sullivans

Rira Irish pub

 

 

Jason

  jlb...@yahoo.com


Sent from iPhone


On Sep 11, 2011, at 12:50 PM, Joe Martin D'Souza <  
jdso...@shyle.net> wrote:

** 

If so would anyone be interested in socializing on the eve of the event either 
on Saturday or Sunday or both evenings???

 

Chances are I may adjust my plans that weekend to get in as early as the 
afternoon of Saturday the 17th of September, to spend a weekend down there..

 

Since I’m not local to DC, suggestions on what may be a good Saturday or Sunday 
night hangouts would be welcome.. The last time I was there about 3 years ago 
or so and do not recall names of any places in particular that were fun..

 

Joe

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Re: Remedy 7.0.01/7.1.00 compatible with AIX 6.1

[Jason David]

Hi Joe,

We have a QA server (mirrored on production) to test the AIX OS upgrade to 6.1 
and to determine if there will be any compatibility issues going forward. I 
will find out if the OS upgrade preserves all the old libraries or removes and 
replaces them. Thanks for the response.


Kind Regards,
Jason David

From: Jason David
Sent: 13 September 2011 04:26 PM
To: arslist@ARSLIST.ORG
Subject: Remedy 7.0.01/7.1.00 compatible with AIX 6.1

Hi arslist,

I would like to find out if Remedy 7.0.01 and 7.1.00 is compatible with AIX 
6.1? There is an upgrade happening on the operating system from AIX 5.3 to 6.1 
and although articles on the web point to Remedy being supported with the new 
version of AIX, the AR System 7.1.00 compatibility matrix from BMC states that 
the latest AIX version supportable is 5.3.

Any feedback or confirmation would be greatly appreciated.
Thanks.


Kind Regards,
Jason David

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materialized View and Remedy View form

[Bhupesh Gupta]

Dear All - Can we build an ARS View form over Materialized view ? Have
soembody worked on this?

-- 
Regards,
Bhupesh Gupta

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Can we disable the ARSWARN 1200 (No Records Matched) error?

[Shiju John]

Hi,
Is there any option to disable the ARSWARN 1200 Message - which is displayed
when No Records are matched on a search.

Please help me in tracking the workflow names which are responsible for
these default messages, as these are not tracked in either client side or
server side logs.

Thanks and Regards,
Shiju John

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WWRUG11 - Early Bird Sessions

[A Dave Shellman]

As Mark Herring noted there are a number of excellent Early Bird sessions on 
Monday.  To sign up for any of the sessions listed below log back into the 
WWRUG11 registration site and update your registration.

Extend BMC Asset Management to your Mobile Field Workers (by Mobile Reach)

Gathering Requirements for your BMC Service Request Catalog (by Effective 
Technologies, Inc.)

RRR|License: Optimize your BMC Remedy Licenses (by RRR Scandinavia AB)

RRR|Log: Performance Tune Your BMC Remedy System (by RRR Scandinavia AB)

Building and Implementing Processes, Plus Analysis and Documentation of BMC 
Remedy Applications (by Abydos Limited)

Looking forward to seeing everyone next week.

Dave

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Re: Can we disable the ARSWARN 1200 (No Records Matched) error?

[Matt Laurenceau]

This is native in AR System. 
I believe you can change the wording with "AR System Message Catalog" form. 
If you fully remove this msg (in case it's possible), what feedback will you 
send to the user?

Thanks,

Matt Laurenceau
Senior Community Ambassador, BMC Communities
matthieu_laurenc...@bmc.com
Follow me @Matt_L
Skype: matt.laurenceau


On 14 sept. 2011, at 13:22, Shiju John  wrote:

> **
> Hi,
> Is there any option to disable the ARSWARN 1200 Message - which is displayed 
> when No Records are matched on a search.
> 
> Please help me in tracking the workflow names which are responsible for these 
> default messages, as these are not tracked in either client side or server 
> side logs.
> 
> Thanks and Regards,
> Shiju John
> _attend WWRUG11 www.wwrug.com  ARSlist: "Where the Answers Are"_

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Re: Can we disable the ARSWARN 1200 (No Records Matched) error?

[Shiju John]

Actually in my scenario, I have a read only form which has two fields and a
button. Based on the values entered in the fields I am doing some
calculations(SQL Query as well as table looping) and populating the
read-only fields below. I am able to perform this, but at the end I am
getting a warning message - ARSWARN 1200, which is of no meaning, since the
current form is a read-only form.
Hence I was thinking of just disabling that warning message.

But right now my doubt is that, any how that warning message is thrown
through remedy work flows only. Then why are they not tracked in the logs?
If I can get the work flow name i can just remove my read-only form's name
from the 'Associated Forms'. :)

Thanks,
Shiju

On Wed, Sep 14, 2011 at 3:21 PM, Matt Laurenceau
wrote:

> This is native in AR System.
> I believe you can change the wording with "AR System Message Catalog" form.
> If you fully remove this msg (in case it's possible), what feedback will
> you send to the user?
>
> Thanks,
>
> Matt Laurenceau
> Senior Community Ambassador, BMC Communities
> matthieu_laurenc...@bmc.com
> Follow me @Matt_L
> Skype: matt.laurenceau
>
>
> On 14 sept. 2011, at 13:22, Shiju John  wrote:
>
> > **
> > Hi,
> > Is there any option to disable the ARSWARN 1200 Message - which is
> displayed when No Records are matched on a search.
> >
> > Please help me in tracking the workflow names which are responsible for
> these default messages, as these are not tracked in either client side or
> server side logs.
> >
> > Thanks and Regards,
> > Shiju John
> > _attend WWRUG11 www.wwrug.com  ARSlist: "Where the Answers Are"_
>
>
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-- 

Thanks and Regards,
Shiju John

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Change Management Installation

[Sandhya Prabhakar]

Hello!

We are trying to install change management (ITSM 7.6.04) and we got the 
following error:

BMC Remedy AR System validation error
- Assignment Engine is not detected.
- BMC Atrium CMDB is not detected.
- Product Catalog is not detected.

Any idea about the cause for this error?

We are following the Installation document provided by BMC.
If anyone has detailed steps for installation that would be helpful.

Thanks,
Sandhya

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Re: Change Management Installation

[Vivek Sanckar N]

Hi Sandhya,

Have you installed the features mentioned in there?

Assignment Engine comes as part of the AR Install

Other two comes in as part of the Atrium Core Install. If you have already
installed these, you can check in the SHARE:Application Properties to see if
these are listed in there

Best Regards,

Vivek Sanckar N

On Wed, Sep 14, 2011 at 6:01 PM, Sandhya Prabhakar  wrote:

> Hello!
>
> We are trying to install change management (ITSM 7.6.04) and we got the
> following error:
>
> BMC Remedy AR System validation error
> - Assignment Engine is not detected.
> - BMC Atrium CMDB is not detected.
> - Product Catalog is not detected.
>
> Any idea about the cause for this error?
>
> We are following the Installation document provided by BMC.
> If anyone has detailed steps for installation that would be helpful.
>
> Thanks,
> Sandhya
>
>
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Re: Change Management Installation

[Kemes, Lisa]

We ONLY want to install Change Management.  I can see the Assignment Engine 
needing to be installed (I thought we installed this already, I'll check), but 
CMDB and Product Catalog as well?  We only have license for Change Management.

Lisa

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vivek Sanckar N
Sent: Wednesday, September 14, 2011 8:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: Change Management Installation

** Hi Sandhya,

Have you installed the features mentioned in there?

Assignment Engine comes as part of the AR Install

Other two comes in as part of the Atrium Core Install. If you have already 
installed these, you can check in the SHARE:Application Properties to see if 
these are listed in there

Best Regards,

Vivek Sanckar N
On Wed, Sep 14, 2011 at 6:01 PM, Sandhya Prabhakar 
mailto:sandhya.prabha...@te.com>> wrote:
Hello!

We are trying to install change management (ITSM 7.6.04) and we got the 
following error:

BMC Remedy AR System validation error
- Assignment Engine is not detected.
- BMC Atrium CMDB is not detected.
- Product Catalog is not detected.

Any idea about the cause for this error?

We are following the Installation document provided by BMC.
If anyone has detailed steps for installation that would be helpful.

Thanks,
Sandhya

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Re: Change Management Installation

[Rick Cook]

Installing Atrium Core prior to ITSM is not optional.  You don't have to USE
or license the CMDB, but it must be in place or your installation won't
work.

Rick

On Wed, Sep 14, 2011 at 6:01 AM, Kemes, Lisa  wrote:

> **
>
> We ONLY want to install Change Management.  I can see the Assignment Engine
> needing to be installed (I thought we installed this already, I’ll check),
> but CMDB and Product Catalog as well?  We only have license for Change
> Management.
>
> ** **
>
> Lisa 
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Vivek Sanckar N
> *Sent:* Wednesday, September 14, 2011 8:48 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Change Management Installation
>
> ** **
>
> ** Hi Sandhya,
>
> Have you installed the features mentioned in there?
>
> Assignment Engine comes as part of the AR Install
>
> Other two comes in as part of the Atrium Core Install. If you have already
> installed these, you can check in the SHARE:Application Properties to see if
> these are listed in there
>
> Best Regards,
>
> Vivek Sanckar N
>
> On Wed, Sep 14, 2011 at 6:01 PM, Sandhya Prabhakar <
> sandhya.prabha...@te.com> wrote:
>
> Hello!
>
> We are trying to install change management (ITSM 7.6.04) and we got the
> following error:
>
> BMC Remedy AR System validation error
> - Assignment Engine is not detected.
> - BMC Atrium CMDB is not detected.
> - Product Catalog is not detected.
>
> Any idea about the cause for this error?
>
> We are following the Installation document provided by BMC.
> If anyone has detailed steps for installation that would be helpful.
>
> Thanks,
> Sandhya
>
>
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>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ 
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Re: Change Management Installation

[Chowdhury, Tauf]

Also the product catalog is a part of the Atrium install by default. 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Wednesday, September 14, 2011 9:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: Change Management Installation

 

** Installing Atrium Core prior to ITSM is not optional.  You don't have
to USE or license the CMDB, but it must be in place or your installation
won't work.

Rick

On Wed, Sep 14, 2011 at 6:01 AM, Kemes, Lisa  wrote:

** 

We ONLY want to install Change Management.  I can see the Assignment
Engine needing to be installed (I thought we installed this already,
I'll check), but CMDB and Product Catalog as well?  We only have license
for Change Management.

 

Lisa 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vivek Sanckar N
Sent: Wednesday, September 14, 2011 8:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: Change Management Installation

 

** Hi Sandhya,

Have you installed the features mentioned in there?

Assignment Engine comes as part of the AR Install

Other two comes in as part of the Atrium Core Install. If you have
already installed these, you can check in the SHARE:Application
Properties to see if these are listed in there

Best Regards,

Vivek Sanckar N

On Wed, Sep 14, 2011 at 6:01 PM, Sandhya Prabhakar
 wrote:

Hello!

We are trying to install change management (ITSM 7.6.04) and we got the
following error:

BMC Remedy AR System validation error
- Assignment Engine is not detected.
- BMC Atrium CMDB is not detected.
- Product Catalog is not detected.

Any idea about the cause for this error?

We are following the Installation document provided by BMC.
If anyone has detailed steps for installation that would be helpful.

Thanks,
Sandhya


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Remedy Restore Tool 1.6

[Ortega, Jesus A]

Greetings,
I am in the process of refreshing my development database from production and I 
know that there is a lot of housekeeping after the fact. So I looked on the BMC 
Communities site to see if there was a tool for helping with that. I found the 
Remedy Restore Application 1.6 that is supposed to help update all the forms 
that need to be changed with the development AR system name, as well as 
changing any AIE\EIE references. Has anyone used this tool before? From the 
looks of it on the BMC Developer Network, it seems like it works for some 
people, but it caused problems for others, especially with systems in a server 
group. I'd like to hear some feedback on it before I trash my development 
environment and have to restore from a backup.
Thanks,
Jesus Ortega
ITSM Technologist
LyondellBasell Industries





Information contained in this email is subject to the disclaimer found by 
clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/


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Sunflower Asset management integrations

[Warren R. Baltimore II]

Anybody out there have an integration between Remedy and Sunflower?  I'm
curious as to what approach you took and if there are any prebuilt
integrations available.

ARS 7.6.04
ITSM 7.6.04 and all the bells and whistles.

-- 
Warren R. Baltimore II
Remedy Developer
410-533-5367

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Re: materialized View and Remedy View form

[pritch]

Yes - I've created a view form using the materialized view - didn't have any 
issues.

- Original Message -
From: "Bhupesh Gupta" 
To: arslist@ARSLIST.ORG
Sent: Wednesday, September 14, 2011 7:12:06 AM
Subject: materialized View and Remedy View form

** Dear All - Can we build an ARS View form over Materialized view ? Have 
soembody worked on this? 

-- 
Regards, 
Bhupesh Gupta 
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ 

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Re: 7.6.4 - New Modifier keywords for use in workflows-RESOLVED

[Carol Carnevali]

Just to be clear, the good news is that Mid-Tier 7.6.4 provides 'Form Action 
Shortcut Keys' and they work with no coding at all!  CTRL+ALT+ENTER provides 
the functionality I have long awaited.  When in search mode, it performs a 
search.  There are others as well, found in the Release Notes.

This makes me very happy!  

Cheers!






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Approval Server

[Hyunkel v2.0]

Listers;
 
I've been working with the approval server in order to configure a single 
process to let only one person (member of a group of approvers) approve a CR to 
move forward to the implementation in progress phase, but I can't make it. 
Brief overview.
 
I have the CR for onboarding users, this must be approved by HR staff (3 
members) but for business approval it only requires one approval (of those 3 
members) The approval phase is Business Approval - No Impact.
 
I've created (so far)
 
The support group
The approval process
The rules for the approval process
The approval mappings
 
However It doesn't work; is there any document or specific process and 
considerations to make it? (NOTE: I've already read the BMC Change Management 
guide for approval, and also approval manuals).
 
Thanks,



Hugo Ruesga 
Software Development Advisor
MX +52 (33) 3808.9148
P Please consider the environment before printing this email

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intended only for the recipient(s) designated above, it is protected by law and 
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Share Applications form reporting question

[Larry Barnes]

Is there a way to extract related information in the  All Application
Properties tab.  I'm trying to get a report showing the Name, Version,
and patch information for all applications.  After doing a search I can
report on the Application ID, Property Name and Property Value fields
but cannot get to the values in the All Application Properties.
 
Any suggestions would be greatly appreciated.
 
Thanks,
 
Larry B.

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compatibility concern

[Remedy Maniac]

hi list,

we have several installations of ARSystem and we are in the process of 
evaluating the ITSM 7.6.4


By the time being our very actual concern is about one upgrade of one of 
the ARSystem server from v. 6 to v. 7.x
Because of some specific reasons we have to use Sybase but we cannot use 
Solaris. This being the only option currently in the Matrix, i.e. Sybase 
+ ARS on Solaris
I am wondering whether BMC could give some small hint on what the future 
could be in regard with Sybase and the OS?
Could we hope that in the short term ARSystem could be installed on 
Linux using Sybase as the RDBMS?
We would most appreciate and it would help us a lot if BMC could give 
some indication on this concern.

Anyone?

sr

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Has anyone used the browser on IPAD for Remedy applications?

[Jaffaree, Shamhoon]

Hi ,
 We are trying to use Remedy applications (developed in house) on IPAD  thru 
the browser, but some of the functionalities don't work such as menu 
selections, if anyone has tried it and did a workaround please update me.
Thanks
Shamhoon Zenath Jaffaree
Application Architect (Remedy)
Dow Jones & Company
Office:609-520-5890
shamhoon.jaffa...@dowjones.com

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SRM IMPORT 7.6.04.01 ARERR 191005

[patrick zandi]

Anyone see this:: it is a Ridiculous error -- Zero information with it..

Upon import:: putting all the files in the correct folders, because the
export does not do it correct:: 

I get the following::

(ARERR 191005) ß error



The preceding message occurred during the execution of active link
SRS:IME:Import_SendActionPromoteStagedRecords -- action 1. (ARNOTE 1101)ßnote

(so which is it? A note or an Error?)



Opening Active link Shows Squat:: no else if – no errors..


Going to Debug Next ::  Do they Test this Stuff ???

-- 
Patrick Zandi

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Re: SRM IMPORT 7.6.04.01 ARERR 191005

[Grooms, Frederick W]

While I don't know about the import error I believe I understand the note...

ARNOTE 1101 is referring to the popup message   
   "The preceding message occurred during the execution of {type} {name} -- 
{action}"   
not the actual error, so you get an error and a note at the same time.

I believe you only see the Note part if you are an Admin.  Normal users won't 
see the part that tells that workflow generated the error.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Wednesday, September 14, 2011 9:48 AM
To: arslist@ARSLIST.ORG
Subject: SRM IMPORT 7.6.04.01 ARERR 191005

** Anyone see this:: it is a Ridiculous error -- Zero information with it.. 


Upon import:: putting all the files in the correct folders, because the export 
does not do it correct:: 
I get the following::
(ARERR 191005) ← error
 
The preceding message occurred during the execution of active link 
SRS:IME:Import_SendActionPromoteStagedRecords -- action 1. (ARNOTE 1101)← note
(so which is it? A note or an Error?)
 
Opening Active link Shows Squat:: no else if – no errors.. 


Going to Debug Next ::  Do they Test this Stuff ???

-- 
Patrick Zandi



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Re: OT: Pre-RUG social evening(s) - anyone interested???

[arslist]

I am trying to arrange for a shuttle to Old Town Alexandria for Sunday evening,

In case anyone wants it for dinner/social.

 

We will have it Mon.-Weds., just working on what 4 hour timeslot makes sense.

 

…. Daniel

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peter Romain
Sent: September 14, 2011 4:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT: Pre-RUG social evening(s) - anyone interested???

 

** 

Thanks Kelly, that’s good to know.

 

I know from two years ago that I won’t leave the hotel between the start and 
end of the conference – I’m looking forward to it.

 

Cheers

 

Peter

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kelly Deaver
Sent: 14 September 2011 01:51
To: arslist@ARSLIST.ORG
Subject: Re: OT: Pre-RUG social evening(s) - anyone interested???

 

** 

The hotel has a brochure for a bus tour of the sites that looks pretty good. 
You can get off and back on at various stops on the route. 

 

You guys better get it all in on the week. We're going to be keeping you busy!!!

 

Kelly Deaver
  ke...@wwrug.com 

 

 Original Message 
Subject: Re: OT: Pre-RUG social evening(s) - anyone interested???
From: Peter Romain <  
p.romain.arsl...@parsolutions.co.uk>
Date: Mon, September 12, 2011 2:27 am
To:   arslist@ARSLIST.ORG

** 

I’ll be arriving on Saturday so would be happy to meet up on Sunday evening as 
being a Brit I’ll probably try and do the sights of the area during the day.

 

Does anyone have the name of a good sight-seeing tour that takes in the main 
places?

 

Cheers

 

Peter

 

 

 

From: Action Request System discussion list(ARSList) [ 
 mailto:arslist@ARSLIST.ORG] On Behalf Of Jlbess
Sent: 11 September 2011 19:12
To:   arslist@ARSLIST.ORG
Subject: Re: OT: Pre-RUG social evening(s) - anyone interested???

 

** 

Hi Joe

I live in Crystal city and will be around all weekend.

 

Crystal/Pentagon city bars

Bailey's (great sports bar and grill if you smoke or don't mind the smoke)

Buffalo wild wings (don't recommend, it's the only BWW I wont go back to. Very 
bad service.)

Crystal city sports bar (3 stories and standing room only on game days)

Tortoise and Hare (Steelers bar. Other than that its pretty good. :-)

Champs (big screens, good food, cold drinks, slow service)

Sine (good irish bar and grill)

Next to sine are 3 Thai and sushi places. All three have good food and small 
quiet bars if you're looking to relax.

 

If you want to venture into DC for a drink, take the metro to gallery place. 
Comes out at the Verizon center. RFD is just up 7th street. Good food, cold 
beer, and good service.

 

The double tree hotel on army navy drive has a round bar that rotates. The bar 
isn't anything special, but offers a great view of the pentagon and DC.

 

Clarendon and Ballston have a lot of great places. ( metro orange line toward 
Vienna )

Carpool

Carribean breeze

Hard times

Circa

O'Sullivans

Rira Irish pub

 

 

Jason

  jlb...@yahoo.com


Sent from iPhone


On Sep 11, 2011, at 12:50 PM, Joe Martin D'Souza <  
jdso...@shyle.net> wrote:

** 

If so would anyone be interested in socializing on the eve of the event either 
on Saturday or Sunday or both evenings???

 

Chances are I may adjust my plans that weekend to get in as early as the 
afternoon of Saturday the 17th of September, to spend a weekend down there..

 

Since I’m not local to DC, suggestions on what may be a good Saturday or Sunday 
night hangouts would be welcome.. The last time I was there about 3 years ago 
or so and do not recall names of any places in particular that were fun..

 

Joe

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

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

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Re: Has anyone used the browser on IPAD for Remedy applications?

[Howard Richter]

Maybe someone needs to develop an app?

On Wed, Sep 14, 2011 at 10:46 AM, Jaffaree, Shamhoon <
shamhoon.jaffa...@dowjones.com> wrote:

> **
>
> Hi ,
>
>  We are trying to use Remedy applications (developed in house) on IPAD
> thru the browser, but some of the functionalities don’t work such as menu
> selections, if anyone has tried it and did a workaround please update me.*
> ***
>
> Thanks
>
> *Shamhoon Zenath Jaffaree*
>
> Application Architect (Remedy)
>
> Dow Jones & Company
>
> Office:609-520-5890
>
> shamhoon.jaffa...@dowjones.com
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_




-- 
Howard Richter
Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified
E-Mail = hbr4...@gmail.com
LinkedIn Profile = http://www.linkedin.com/in/hbr4270

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Re: Has anyone used the browser on IPAD for Remedy applications?

[Lee Cullom]

Mobile Reach can help on this one...

http://www.mobilereach.com


Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
678-438-7244 | lee.cul...@northcraftanalytics.com
[Description: Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSo4qhIq-bDh4Z1UzKXet0tiAZqqejjd1BT8lVOHdrzZQwqeZun][Description:
 Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSWE5AoudybparNXkh21Br8ZWGNBqdra5ylZ63igCoZ36o5b5iFEA]
http://www.northcraftanalytics.com
Click on "View Demo" to see the product in action









From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Wednesday, September 14, 2011 11:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Has anyone used the browser on IPAD for Remedy applications?

** Maybe someone needs to develop an app?
On Wed, Sep 14, 2011 at 10:46 AM, Jaffaree, Shamhoon 
mailto:shamhoon.jaffa...@dowjones.com>> wrote:
**
Hi ,
 We are trying to use Remedy applications (developed in house) on IPAD  thru 
the browser, but some of the functionalities don't work such as menu 
selections, if anyone has tried it and did a workaround please update me.
Thanks
Shamhoon Zenath Jaffaree
Application Architect (Remedy)
Dow Jones & Company
Office:609-520-5890
shamhoon.jaffa...@dowjones.com
_attend WWRUG11 www.wwrug.com ARSlist: "Where the 
Answers Are"_



--
Howard Richter
Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified
E-Mail = hbr4...@gmail.com
LinkedIn Profile = http://www.linkedin.com/in/hbr4270
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers 
Are"_

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<><>

Re: Has anyone used the browser on IPAD for Remedy applications?

[strauss]

We have had little luck with the iPad (or other iCrap or android devices) as 
clients to ARS 7.6.04.01+.  The browsers simply don't support the mid-tier, but 
then, the "fully supported" browsers have more than their share of problems as 
well (IE especially 9, Firefox 6 and Safari) and my mid-tiers has BMC band-aids 
all over them.  We have no iPads to test with but the University Bookstore has 
demos we have tried to use.  If you get far enough into mid-tier the lack of 
Flash kills you in ITSM, and you can't logout (Safari and Chrome can't do that 
anyway without a hotfix).  The iPad has an annoying habit of capitalizing your 
login name, which has caused us problems when trying to use Kinetic Request 5 
against the 7.6.04.01 server which uses AREA to authenticate.  You can enter a 
request if you force the login to the correct case so that it will find your 
customer record, but when you logout the AR server has fast and list thread 
crashes!  Since neither Kinetic nor BMC has been any help on that one, we tell 
people who ask about using an iPad to keep using their desktops or laptops 
instead.

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 Jaffaree, Shamhoon
Sent: Wednesday, September 14, 2011 9:46 AM
To: arslist@ARSLIST.ORG
Subject: Has anyone used the browser on IPAD for Remedy applications?

**
Hi ,
 We are trying to use Remedy applications (developed in house) on IPAD  thru 
the browser, but some of the functionalities don't work such as menu 
selections, if anyone has tried it and did a workaround please update me.
Thanks
Shamhoon Zenath Jaffaree
Application Architect (Remedy)
Dow Jones & Company
Office:609-520-5890
shamhoon.jaffa...@dowjones.com
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Has anyone used the browser on IPAD for Remedy applications?

[Matt Laurenceau]

Sure.

AFAIK, Dow Jones already enjoys Aeroprise, so this looks like a small add on. 

Haven't seen MobileReach for years, are they going to be at WWRUG so that I 
catch up?

Cheers,

Matt Laurenceau
Senior Community Ambassador, BMC Communities
matthieu_laurenc...@bmc.com
Follow me @Matt_L
Skype: matt.laurenceau


On 14 sept. 2011, at 17:05, Lee Cullom  
wrote:

> **
> Mobile Reach can help on this one…
> 
>  
> 
> http://www.mobilereach.com
> 
>  
> 
>  
> 
> Lee Cullom | Northcraft Analytics
> 
> IT Metrics Specialist | Business Intelligence for ITSM
> 
> 678-438-7244 | lee.cul...@northcraftanalytics.com
> 
> 
> 
> http://www.northcraftanalytics.com
> 
> Click on “View Demo” to see the product in action
> 
>  
> 
> 
> 
>  
> 
>  
> 
>  
> 
> 
> 
>  
> 
>  
> 
>  
> 
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
> Sent: Wednesday, September 14, 2011 11:03 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Has anyone used the browser on IPAD for Remedy applications?
> 
>  
> 
> ** Maybe someone needs to develop an app?
> 
> On Wed, Sep 14, 2011 at 10:46 AM, Jaffaree, Shamhoon 
>  wrote:
> 
> **
> 
> Hi ,
> 
>  We are trying to use Remedy applications (developed in house) on IPAD  thru 
> the browser, but some of the functionalities don’t work such as menu 
> selections, if anyone has tried it and did a workaround please update me.
> 
> Thanks
> 
> Shamhoon Zenath Jaffaree
> 
> Application Architect (Remedy)
> 
> Dow Jones & Company
> 
> Office:609-520-5890
> 
> shamhoon.jaffa...@dowjones.com
> 
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
> 
> 
> 
> 
> -- 
> Howard Richter
> Red Hat Certified Technician
> CompTIA Linux+ Certified
> ITIL Foundation Certified 
> E-Mail = hbr4...@gmail.com
> LinkedIn Profile = http://www.linkedin.com/in/hbr4270
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
> 
> _attend WWRUG11 www.wwrug.com  ARSlist: "Where the Answers Are"_

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Re: Has anyone used the browser on IPAD for Remedy applications?

[Brandi Barbour]

I just saw Mobile Reach's IPad/Iphone app last week.  It is really slick 
and user friendly. 
I hear they will be at WWRug. 
  Brandi Barbour
   Application Developer
   KForce/CSC-CTS
 
Federal Sector | p: (919) 767-7441 | bb: (919) 760-0117 | m: (919) 
327-8088 
 
This is a PRIVATE message. If you are not the intended recipient, please 
delete without copying and kindly advise us by e-mail of the mistake in 
delivery. 
NOTE: Regardless of content, this e-mail shall not operate to bind CSC to 
any order or other contract unless pursuant to explicit written agreement 
or government initiative expressly permitting the use of e-mail for such 
purpose.



From:   Matt Laurenceau 
To: arslist@ARSLIST.ORG
Date:   09/14/2011 11:12 AM
Subject:Re: Has anyone used the browser on IPAD for Remedy 
applications?
Sent by:"Action Request System discussion list(ARSList)" 




** 
Sure.

AFAIK, Dow Jones already enjoys Aeroprise, so this looks like a small add 
on. 

Haven't seen MobileReach for years, are they going to be at WWRUG so that 
I catch up?

Cheers,

Matt Laurenceau
Senior Community Ambassador, BMC Communities
matthieu_laurenc...@bmc.com
Follow me @Matt_L
Skype: matt.laurenceau


On 14 sept. 2011, at 17:05, Lee Cullom  wrote:

** 
Mobile Reach can help on this one…
 
http://www.mobilereach.com
 
 
Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
678-438-7244 | lee.cul...@northcraftanalytics.com 

http://www.northcraftanalytics.com 
Click on “View Demo” to see the product in action
 
 
 
 
 
 
 
 
 
From: Action Request System discussion list(ARSList) [
mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Wednesday, September 14, 2011 11:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Has anyone used the browser on IPAD for Remedy applications?
 
** Maybe someone needs to develop an app?
On Wed, Sep 14, 2011 at 10:46 AM, Jaffaree, Shamhoon <
shamhoon.jaffa...@dowjones.com> wrote:
** 
Hi ,
 We are trying to use Remedy applications (developed in house) on IPAD 
thru the browser, but some of the functionalities don’t work such as menu 
selections, if anyone has tried it and did a workaround please update me.
Thanks
Shamhoon Zenath Jaffaree
Application Architect (Remedy)
Dow Jones & Company
Office:609-520-5890
shamhoon.jaffa...@dowjones.com
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ 



-- 
Howard Richter
Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified 
E-Mail = hbr4...@gmail.com
LinkedIn Profile = http://www.linkedin.com/in/hbr4270
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ 
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ 
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ 


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Re: Approval Server

[Tommy Morris]

What does your approval mapping look like? (great time to use the
attachment capability of the list).

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hyunkel v2.0
Sent: Wednesday, September 14, 2011 9:18 AM
To: arslist@ARSLIST.ORG
Subject: Approval Server

 

** 

Listers;
 
I've been working with the approval server in order to configure a
single process to let only one person (member of a group of approvers)
approve a CR to move forward to the implementation in progress phase,
but I can't make it. Brief overview.
 
I have the CR for onboarding users, this must be approved by HR staff (3
members) but for business approval it only requires one approval (of
those 3 members) The approval phase is Business Approval - No Impact.
 
I've created (so far)
 
The support group
The approval process
The rules for the approval process
The approval mappings
 
However It doesn't work; is there any document or specific process and
considerations to make it? (NOTE: I've already read the BMC Change
Management guide for approval, and also approval manuals).
 
Thanks,



Hugo Ruesga 
Software Development Advisor
MX +52 (33) 3808.9148

P Please consider the environment before printing this email

The information contained in and transferred with this electronic
message is intended only for the recipient(s) designated above, it is
protected by law and it may contain information which is privileged and
confidential. If you are not the intended recipient, please do not read,
copy, or use it, and do not disclose it to others. Please notify the
sender of the delivery error by replying to this message, and then
delete it from your system. Thank you.

 

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


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Importing data into archive form overlay...

[Misi Mladoniczky]

Hi,

I am finding it very hard to automate data import into overlaid archive
forms. This is important though, when you want a complete data migration
tool. In this case RRR|Chive.

For audit-forms it is somewhat straight forward:
1. disable audit on the parent base-form (not the overlay-form)
2. import data into audit-form
3. enable audit again

For archive-forms this does not work, as the overlaid base-form seems to
"remember" the connection:
1. disable archive on base-form (not the overlay-form)
2. import data into archive-form
=>
ARMergeEntry(server=ars764test, form=regrtest21archive,
entry=002)
  API CALL SEVERITY: AR_RETURN_ERROR, failure, status contains details
  ARStatusList: contains 1 messages
  Number: ARERR 8998
  Message: Cannot modify or create entries in an Archive or Audit form.
  Append:

I have tried to disable archiving on the the overlay-form instead, but
this is not a possible operation. If you do it via Developer Studio, this
is grayed out.

The only way to do this via Dev Studio is:
1. disable archive on base-form (not the overlay-form)
2. change to best-practice-development mode and delete the archive-form
(make it non-overlay)
3. import data into the archive form
4. re-enable archive on the base-form

It would be SO MUCH easier if there were an option to ARMergeEntry (import
data) that allowed you to import records...

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.

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Re: materialized View and Remedy View form

[Lyle Taylor]

I've done it too.  However, in my case, I had to first create the table and 
then put the materialized view on the prebuilt table in order for Remedy to 
recognize it.  It didn't see it if I created a "normal" materialized view for 
some reason.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
Sent: Wednesday, September 14, 2011 7:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: materialized View and Remedy View form

Yes - I've created a view form using the materialized view - didn't have any 
issues.

- Original Message -
From: "Bhupesh Gupta" 
To: arslist@ARSLIST.ORG
Sent: Wednesday, September 14, 2011 7:12:06 AM
Subject: materialized View and Remedy View form

** Dear All - Can we build an ARS View form over Materialized view ? Have 
soembody worked on this? 

--
Regards,
Bhupesh Gupta
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ 

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Re: Sunflower Asset management integrations

[Kevin Randolph]

We were not able to get the integration to work so we mapped the fields and
I do a Flat File export. They take the flat file and import it into their
Sunflower application. I looked for a long time to find a way to integrate
but was not able to find a solution.

*Kevin Randolph
Sr. Remedy Developer*
*Lockheed Martin*



On Wed, Sep 14, 2011 at 9:31 AM, Warren R. Baltimore II <
warrenbaltim...@gmail.com> wrote:

> **
> Anybody out there have an integration between Remedy and Sunflower?  I'm
> curious as to what approach you took and if there are any prebuilt
> integrations available.
>
> ARS 7.6.04
> ITSM 7.6.04 and all the bells and whistles.
>
> --
> Warren R. Baltimore II
> Remedy Developer
> 410-533-5367
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Approval Server

[Eric Coughlin]

Will your Requester, Implementer and Assignee always be a member of the "Mitel" 
company? If not, I don't think this Approval Mapping will ever end up being 
used since Mitel is listed within each grouping on the Role tab.

Also, maybe I'm misunderstanding your intent, but if that HR Approvers group 
contains the three people you referenced (one of which needs to perform the 
approval) you might have success with a Group Approval Mapping. You could 
create one mapping, ensure all three of them have the Infrastructure Change 
Approver functional role, and set up the Additional Mappings section pretty 
much the same as what you've got. Then all three of the HR Approvers should 
show up in the Approvers tab on the CRQ, and any one of them could approve it. 
This might be way off base and covering the obvious, since you have read the CM 
and Approval manuals, but thought I'd throw it out there.

(First post!)

Eric Coughlin
Technical Analyst
NMIC IT
(701) 277-2295

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hyunkel v2.0
Sent: Wednesday, September 14, 2011 10:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Approval Server

**
This is how it looks one of the mappings, the rest of the users looks exactly 
the same.
Hugo Ruesga
Software Development Advisor
MX +52 (33) 3808.9148
P Please consider the environment before printing this email
The information contained in and transferred with this electronic message is 
intended only for the recipient(s) designated above, it is protected by law and 
it may contain information which is privileged and confidential. If you are not 
the intended recipient, please do not read, copy, or use it, and do not 
disclose it to others. Please notify the sender of the delivery error by 
replying to this message, and then delete it from your system. Thank you.




Date: Wed, 14 Sep 2011 10:13:10 -0500
From: tommy.mor...@radioshack.com
Subject: Re: Approval Server
To: arslist@ARSLIST.ORG

**
What does your approval mapping look like? (great time to use the attachment 
capability of the list).

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hyunkel v2.0
Sent: Wednesday, September 14, 2011 9:18 AM
To: arslist@ARSLIST.ORG
Subject: Approval Server

**
Listers;

I've been working with the approval server in order to configure a single 
process to let only one person (member of a group of approvers) approve a CR to 
move forward to the implementation in progress phase, but I can't make it. 
Brief overview.

I have the CR for onboarding users, this must be approved by HR staff (3 
members) but for business approval it only requires one approval (of those 3 
members) The approval phase is Business Approval - No Impact.

I've created (so far)

The support group
The approval process
The rules for the approval process
The approval mappings

However It doesn't work; is there any document or specific process and 
considerations to make it? (NOTE: I've already read the BMC Change Management 
guide for approval, and also approval manuals).

Thanks,
Hugo Ruesga
Software Development Advisor
MX +52 (33) 3808.9148
P Please consider the environment before printing this email
The information contained in and transferred with this electronic message is 
intended only for the recipient(s) designated above, it is protected by law and 
it may contain information which is privileged and confidential. If you are not 
the intended recipient, please do not read, copy, or use it, and do not 
disclose it to others. Please notify the sender of the delivery error by 
replying to this message, and then delete it from your system. Thank you.

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Re: Approval Server

[Tommy Morris]

Set the Approval For* to Group. 

Set the Group Name as"HR Group".

Next make sure that the members of the "HR Group" have a Role of Change
Approver in their People Records. 

This will create an approval record that can be approved by any of the
Change Approvers for that Group.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hyunkel v2.0
Sent: Wednesday, September 14, 2011 10:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Approval Server

 

** 

This is how it looks one of the mappings, the rest of the users looks
exactly the same.

Hugo Ruesga 
Software Development Advisor
MX +52 (33) 3808.9148

P Please consider the environment before printing this email

The information contained in and transferred with this electronic
message is intended only for the recipient(s) designated above, it is
protected by law and it may contain information which is privileged and
confidential. If you are not the intended recipient, please do not read,
copy, or use it, and do not disclose it to others. Please notify the
sender of the delivery error by replying to this message, and then
delete it from your system. Thank you.

 


  



Date: Wed, 14 Sep 2011 10:13:10 -0500
From: tommy.mor...@radioshack.com
Subject: Re: Approval Server
To: arslist@ARSLIST.ORG

** 

What does your approval mapping look like? (great time to use the
attachment capability of the list).

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hyunkel v2.0
Sent: Wednesday, September 14, 2011 9:18 AM
To: arslist@ARSLIST.ORG
Subject: Approval Server

 

** 

Listers;
 
I've been working with the approval server in order to configure a
single process to let only one person (member of a group of approvers)
approve a CR to move forward to the implementation in progress phase,
but I can't make it. Brief overview.
 
I have the CR for onboarding users, this must be approved by HR staff (3
members) but for business approval it only requires one approval (of
those 3 members) The approval phase is Business Approval - No Impact.
 
I've created (so far)
 
The support group
The approval process
The rules for the approval process
The approval mappings
 
However It doesn't work; is there any document or specific process and
considerations to make it? (NOTE: I've already read the BMC Change
Management guide for approval, and also approval manuals).
 
Thanks,

Hugo Ruesga 
Software Development Advisor
MX +52 (33) 3808.9148

P Please consider the environment before printing this email

The information contained in and transferred with this electronic
message is intended only for the recipient(s) designated above, it is
protected by law and it may contain information which is privileged and
confidential. If you are not the intended recipient, please do not read,
copy, or use it, and do not disclose it to others. Please notify the
sender of the delivery error by replying to this message, and then
delete it from your system. Thank you.

 

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Re: For those who know Mike McCourt

[Rick Cook]

Good news!  Mike is recovering from surgery.  He still has a road to full
recovery, and will be in the hospital for another couple of weeks, but his
body appears to be cooperating.  Thanks to all for thoughts and prayers.

Rick

On Tue, Sep 13, 2011 at 9:30 AM, Rick Cook  wrote:

> A few days ago, Mike suffered a sudden brain aneurism.  He is in the
> hospital, and is scheduled to undergo surgery soon.  If anyone out there has
> thoughts or prayers they would like to direct toward Mike and his family as
> they go through this, both they and his Rapid Technologies "family" would
> appreciate that.
>
> Thanks!
>

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Re: Sunflower Asset management integrations

[Warren R. Baltimore II]

I'm thinking that we may have to build an integration utilizing vendor of
view forms.  What was the integration that you attempted?

On Wed, Sep 14, 2011 at 12:03 PM, Kevin Randolph  wrote:

> **
> We were not able to get the integration to work so we mapped the fields and
> I do a Flat File export. They take the flat file and import it into their
> Sunflower application. I looked for a long time to find a way to integrate
> but was not able to find a solution.
>
> *Kevin Randolph
> Sr. Remedy Developer*
> *Lockheed Martin*
>
>
>
> On Wed, Sep 14, 2011 at 9:31 AM, Warren R. Baltimore II <
> warrenbaltim...@gmail.com> wrote:
>
>> **
>>  Anybody out there have an integration between Remedy and Sunflower?  I'm
>> curious as to what approach you took and if there are any prebuilt
>> integrations available.
>>
>> ARS 7.6.04
>> ITSM 7.6.04 and all the bells and whistles.
>>
>> --
>> Warren R. Baltimore II
>> Remedy Developer
>> 410-533-5367
>> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_




-- 
Warren R. Baltimore II
Remedy Developer
410-533-5367

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Re: compatibility concern

[Easter, David]

Market demand for Sybase continues to degrade, so unless demand begins to 
increase again there will be no re-adding of originally supported Sybase 
configurations and no adding of new configurations.  AIX and HP-UX used to be 
supported, but less than one-tenth-of-one-percent (i.e. less than .10%) of BMC 
customers used those combinations.  The only combination above even 1% was 
Solaris/Sybase.

-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.

hi list,

we have several installations of ARSystem and we are in the process of 
evaluating the ITSM 7.6.4

By the time being our very actual concern is about one upgrade of one of 
the ARSystem server from v. 6 to v. 7.x
Because of some specific reasons we have to use Sybase but we cannot use 
Solaris. This being the only option currently in the Matrix, i.e. Sybase 
+ ARS on Solaris
I am wondering whether BMC could give some small hint on what the future 
could be in regard with Sybase and the OS?
Could we hope that in the short term ARSystem could be installed on 
Linux using Sybase as the RDBMS?
We would most appreciate and it would help us a lot if BMC could give 
some indication on this concern.
Anyone?

sr

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Re: For those who know Mike McCourt

[Lockwood, Teresa L]

Thanks for keeping us up to date Rick!

 

~

Terri Lockwood

IT Service Excellence/Operations Systems Management

Sr. Administrator Tech Services IT

9512 Sunbeam Center Drive

Jacksonville, FL  32257

Office - 904-886-7687

Fax - 904-886-7676

Cell - 904-424-1602

Email - tlockw...@adt.com

 

Have you tried using IT Self-Service
  yet?

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Wednesday, September 14, 2011 12:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: For those who know Mike McCourt

 

** Good news!  Mike is recovering from surgery.  He still has a road to
full recovery, and will be in the hospital for another couple of weeks,
but his body appears to be cooperating.  Thanks to all for thoughts and
prayers.

Rick

On Tue, Sep 13, 2011 at 9:30 AM, Rick Cook  wrote:

A few days ago, Mike suffered a sudden brain aneurism.  He is in the
hospital, and is scheduled to undergo surgery soon.  If anyone out there
has thoughts or prayers they would like to direct toward Mike and his
family as they go through this, both they and his Rapid Technologies
"family" would appreciate that.

Thanks!


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



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Re: Mingle360: MingleStick Registration

[Julie Sellers]

It showed up in my Spam folder and I blew it away.




>
>From: "Easter, David" 
>To: arslist@ARSLIST.ORG
>Sent: Tuesday, September 13, 2011 3:39 PM
>Subject: Re: Mingle360: MingleStick Registration
>
>
>** MingleManager  
>Will let the RUG folks answer officially, but yes – it’s for use
at the WWRUG.
> 
>-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 
Chowdhury,
Tauf
>Sent: Tuesday, September 13, 2011 12:36 PM
>To: arslist@ARSLIST.ORG
>Subject: Re: Mingle360: MingleStick Registration
> 
>** 
>I got that e-mail as well and I did register for the RUG
> 
>From:Action Request
System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe
Martin D'Souza
>Sent: Tuesday, September 13, 2011 3:35 PM
>To: arslist@ARSLIST.ORG
>Subject: Re: Mingle360: MingleStick Registration
> 
>** 
> 
>Did you register
for the RUG too??
> 
>Joe
> 
>From:Nathan Aker 
>Sent:Tuesday, September 13, 2011 3:30 PM
>Newsgroups:public.remedy.arsystem.general
>To:arslist@ARSLIST.ORG 
>Subject:Re:
Mingle360: MingleStick Registration
> 
>** 
>Don’t know but I got one also, was wondering where it came
from.   Nate.
> 
>Nathan Aker
>ITSM Solution Architect
>McAfee, Inc.
>Direct: 972.963.7611
>Mobile: 469.644.7402
> 
>From:Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
>Sent: Tuesday, September 13, 2011 2:24 PM
>To: arslist@ARSLIST.ORG
>Subject: OT: Mingle360: MingleStick Registration
> 
>** 
> 
>Is this really
affiliated to the RUG?
> 
>Joe
> 
> 
>From:min...@mingle360.com 
>Sent:Tuesday, September 13, 2011 5:58 AM
>To:jdso...@shyle.net 
>Subject:Mingle360: MingleStick Registration
> 
>Joseph, 
>
>You have successfully registered your MingleStick!
>Please activate your online account for viewing your connections.
>Click the link below and follow the provided instructions:
>
>http://manager.mingle360.com/Mingle//Manager/Registration.aspx?mgk=263&UserID=23c09050-c0bc-47ef-be7e-236b9d127e9b
>(copy and paste the entire link into your browser if it is not clickable) 
>
>Upon logging into your account, click the: 
>- “My Account” link in the header to update your contact and professional
  information (and more).
>- “Connections” link in the header to view your mingle connections.
>- “Address Book” link in the header to add friends to your personal address
  book (if desired).
>
>Thank you!
>
>The Mingle360 team
>http://www.mingle360.com
>
>= = = = = = = = = = = = = = = =
>
>Interested in using MingleSticks at your next event?
>Contact us: http://www.mingle360.com/contact_us.html 
>_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"_ 
>
>
> 
>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
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>
>

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Re: Mingle360: MingleStick Registration

[Peter Romain]

So did I. I hope it won’t disadvantage us!

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Julie Sellers
Sent: 14 September 2011 18:19
To: arslist@ARSLIST.ORG
Subject: Re: Mingle360: MingleStick Registration

 

** 

It showed up in my Spam folder and I blew it away.

 


  _  


From: "Easter, David" 
To: arslist@ARSLIST.ORG
Sent: Tuesday, September 13, 2011 3:39 PM
Subject: Re: Mingle360: MingleStick Registration

** 

Will let the RUG folks answer officially, but yes – it’s for use at the WWRUG.

 

-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 Chowdhury, Tauf
Sent: Tuesday, September 13, 2011 12:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mingle360: MingleStick Registration

 

** 

I got that e-mail as well and I did register for the RUG

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Tuesday, September 13, 2011 3:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mingle360: MingleStick Registration

 

** 

 

Did you register for the RUG too??

 

Joe

 

From: Nathan Aker   

Sent: Tuesday, September 13, 2011 3:30 PM

Newsgroups: public.remedy.arsystem.general

To: arslist@ARSLIST.ORG 

Subject: Re: Mingle360: MingleStick Registration

 

** 

Don’t know but I got one also, was wondering where it came from.   Nate.

 

Nathan Aker
ITSM Solution Architect

McAfee, Inc.
Direct: 972.963.7611

Mobile: 469.644.7402

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Tuesday, September 13, 2011 2:24 PM
To: arslist@ARSLIST.ORG
Subject: OT: Mingle360: MingleStick Registration

 

** 

 

Is this really affiliated to the RUG?

 

Joe

 

 

From: min...@mingle360.com 

Sent: Tuesday, September 13, 2011 5:58 AM

To: jdso...@shyle.net 

Subject: Mingle360: MingleStick Registration

 


Joseph, 

You have successfully registered your MingleStick!
Please activate your online account for viewing your connections.
Click the link below and follow the provided instructions:

http://manager.mingle360.com/Mingle//Manager/Registration.aspx?mgk=263 

 &UserID=23c09050-c0bc-47ef-be7e-236b9d127e9b
(copy and paste the entire link into your browser if it is not clickable) 

Upon logging into your account, click the: 
- “My Account” link in the header to update your contact and professional 
information (and more).
- “Connections” link in the header to view your mingle connections.
- “Address Book” link in the header to add friends to your personal address 
book (if desired).

Thank you!

The Mingle360 team
http://www.mingle360.com

= = = = = = = = = = = = = = = =

Interested in using MingleSticks at your next event?
Contact us: http://www.mingle360.com/contact_us.html

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

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  _  


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

 

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Re: Has anyone used the browser on IPAD for Remedy applications?

[arslist]

Indeed they will, will you? …. Daniel

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brandi Barbour
Sent: September 14, 2011 11:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Has anyone used the browser on IPAD for Remedy applications?

 

** I just saw Mobile Reach's IPad/Iphone app last week.  It is really slick and 
user friendly.   
I hear they will be at WWRug.   
  Brandi Barbour 
   Application Developer 
   KForce/CSC-CTS 
  
Federal Sector | p: (919) 767-7441 | bb: (919) 760-0117 | m: (919) 327-8088 
  
This is a PRIVATE message. If you are not the intended recipient, please delete 
without copying and kindly advise us by e-mail of the mistake in delivery. 
NOTE: Regardless of content, this e-mail shall not operate to bind CSC to any 
order or other contract unless pursuant to explicit written agreement or 
government initiative expressly permitting the use of e-mail for such purpose. 



From:Matt Laurenceau  
To:arslist@ARSLIST.ORG 
Date:09/14/2011 11:12 AM 
Subject:Re: Has anyone used the browser on IPAD for Remedy 
applications? 
Sent by:"Action Request System discussion list(ARSList)" 
 

  _  




** 
Sure. 

AFAIK, Dow Jones already enjoys Aeroprise, so this looks like a small add on. 

Haven't seen MobileReach for years, are they going to be at WWRUG so that I 
catch up?

Cheers, 

Matt Laurenceau 
Senior Community Ambassador, BMC Communities 
matthieu_laurenc...@bmc.com 
Follow me @Matt_L 
Skype: matt.laurenceau 


On 14 sept. 2011, at 17:05, Lee Cullom  
wrote:

** 

Mobile Reach can help on this one… 

  

  http://www.mobilereach.com 

  

  

Lee Cullom | Northcraft Analytics 

IT Metrics Specialist | Business Intelligence for ITSM 

678-438-7244 |   
lee.cul...@northcraftanalytics.com 

   
  

  http://www.northcraftanalytics.com 

Click on “View Demo” to see the product in action 

  



  

  

  



  

  

  

From: Action Request System discussion list(ARSList) [ 
 mailto:arslist@ARSLIST.ORG] On Behalf Of Howard 
Richter
Sent: Wednesday, September 14, 2011 11:03 AM
To:   arslist@ARSLIST.ORG
Subject: Re: Has anyone used the browser on IPAD for Remedy applications? 

  

** Maybe someone needs to develop an app? 

On Wed, Sep 14, 2011 at 10:46 AM, Jaffaree, Shamhoon 
 wrote: 

** 

Hi , 

 We are trying to use Remedy applications (developed in house) on IPAD  thru 
the browser, but some of the functionalities don’t work such as menu 
selections, if anyone has tried it and did a workaround please update me. 

Thanks 

Shamhoon Zenath Jaffaree 

Application Architect (Remedy) 

Dow Jones & Company 

Office:  609-520-5890 

  shamhoon.jaffa...@dowjones.com 

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




-- 
Howard Richter
Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified 
E-Mail = hbr4...@gmail.com
LinkedIn Profile = http://www.linkedin.com/in/hbr4270
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Answers Are"_ 

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Re: Mingle360: MingleStick Registration

[arslist]

There should be a new email going out later today, 

includes a couple of apologies from them.

 

…. Daniel

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peter Romain
Sent: September 14, 2011 1:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mingle360: MingleStick Registration

 

** 

So did I. I hope it won’t disadvantage us!

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Julie Sellers
Sent: 14 September 2011 18:19
To: arslist@ARSLIST.ORG
Subject: Re: Mingle360: MingleStick Registration

 

** 

It showed up in my Spam folder and I blew it away.

 


  _  


From: "Easter, David" 
To: arslist@ARSLIST.ORG
Sent: Tuesday, September 13, 2011 3:39 PM
Subject: Re: Mingle360: MingleStick Registration

** 

Will let the RUG folks answer officially, but yes – it’s for use at the WWRUG.

 

-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 Chowdhury, Tauf
Sent: Tuesday, September 13, 2011 12:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mingle360: MingleStick Registration

 

** 

I got that e-mail as well and I did register for the RUG

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Tuesday, September 13, 2011 3:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mingle360: MingleStick Registration

 

** 

 

Did you register for the RUG too??

 

Joe

 

From: Nathan Aker   

Sent: Tuesday, September 13, 2011 3:30 PM

Newsgroups: public.remedy.arsystem.general

To: arslist@ARSLIST.ORG 

Subject: Re: Mingle360: MingleStick Registration

 

** 

Don’t know but I got one also, was wondering where it came from.   Nate.

 

Nathan Aker
ITSM Solution Architect

McAfee, Inc.
Direct: 972.963.7611

Mobile: 469.644.7402

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Tuesday, September 13, 2011 2:24 PM
To: arslist@ARSLIST.ORG
Subject: OT: Mingle360: MingleStick Registration

 

** 

 

Is this really affiliated to the RUG?

 

Joe

 

 

From: min...@mingle360.com 

Sent: Tuesday, September 13, 2011 5:58 AM

To: jdso...@shyle.net 

Subject: Mingle360: MingleStick Registration

 


Joseph, 

You have successfully registered your MingleStick!
Please activate your online account for viewing your connections.
Click the link below and follow the provided instructions:

http://manager.mingle360.com/Mingle//Manager/Registration.aspx?mgk=263 

 &UserID=23c09050-c0bc-47ef-be7e-236b9d127e9b
(copy and paste the entire link into your browser if it is not clickable) 

Upon logging into your account, click the: 
- “My Account” link in the header to update your contact and professional 
information (and more).
- “Connections” link in the header to view your mingle connections.
- “Address Book” link in the header to add friends to your personal address 
book (if desired).

Thank you!

The Mingle360 team
http://www.mingle360.com

= = = = = = = = = = = = = = = =

Interested in using MingleSticks at your next event?
Contact us: http://www.mingle360.com/contact_us.html

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

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

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SDE versus ARS

[Spangler Robert C CIV USSTRATCOM/JWAC]

Going out on a limb, but we are being forced to move away from Remedy due to 
budget and personnel reductions.  Was wondering if any of you guys knew much 
about Service Desk Express (SDE).  We were primarily using ARS for ticketing 
and assets management, had never broken into Change, SRM and some other goodies 
that we had plans for.BMC suggested SDE as an alternative so we were going 
to look in to.  Thanks for any advice or suggestions!

___
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Re: Has anyone used the browser on IPAD for Remedy applications?

[Subash Biswas]

You can use Remedy via Citrix on the iPad, I have used both the WUT
and IE (MT) via Citrix.

On a side note you can have Remote Desktop Connection added to your
Citrix Applications that enables RDP from an iPad.

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Re: SDE versus ARS

[arslist]

There is also the SaaS and Remedy on Demand offerings, they didn't suggest
either of those?

 

.. Daniel

Daniel Bloom

Senior Solution Architect

Unisys Global ITSM Practice

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Spangler Robert C CIV
USSTRATCOM/JWAC
Sent: September 14, 2011 1:41 PM
To: arslist@ARSLIST.ORG
Subject: SDE versus ARS

 

** 

Going out on a limb, but we are being forced to move away from Remedy due to
budget and personnel reductions.  Was wondering if any of you guys knew much
about Service Desk Express (SDE).  We were primarily using ARS for ticketing
and assets management, had never broken into Change, SRM and some other
goodies that we had plans for.BMC suggested SDE as an alternative so we
were going to look in to.  Thanks for any advice or suggestions!

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


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Re: SDE versus ARS

[Easter, David]

You also may want to consider Remedy OnDemand as an option.  Since it is a 
Software-as-a-Service offering, perhaps the service-based model will fit your 
new budget and personnel reduction needs.

It would also have the advantage of not requiring your user base to learn a new 
interface or way of doing their job since the on-premise and onDemand offerings 
use the same product - namely AR System powered ITSM Suite.  And your knowledge 
of how to administer an AR System powered environment would continue to apply 
to Remedy OnDemand.

-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 Spangler Robert C CIV USSTRATCOM/JWAC
Sent: Wednesday, September 14, 2011 10:41 AM
To: arslist@ARSLIST.ORG
Subject: SDE versus ARS

**
Going out on a limb, but we are being forced to move away from Remedy due to 
budget and personnel reductions.  Was wondering if any of you guys knew much 
about Service Desk Express (SDE).  We were primarily using ARS for ticketing 
and assets management, had never broken into Change, SRM and some other goodies 
that we had plans for.BMC suggested SDE as an alternative so we were going 
to look in to.  Thanks for any advice or suggestions!
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

___
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Re: Has anyone used the browser on IPAD for Remedy applications?

[John Sundberg]

I know this will sounds simple but.

1) In Kinetic -- Create an event on the "login button" on the login page to 
lowercase the ID before submit.

2) Fast/List thread crashing is an ARS issue -- sorry I can't help with that.

3) Enjoy!!!



Kinetic should work just fine with your iCrap devices - as long as Kinetic 
client has a web connection to the Kinetic Request server.

AND -- it should work with your iPalm and iBlackBerry too.
(same caveat)



BTW - I don't think this is the correct phrase:
The browsers simply don’t support the mid-tier,

it should be:
The MID-TIER simply don’t support the browsers,


(I suspect Apple, etc... have never heard of MID-TIER -- and as such -- could 
"never" build a client to support MID-TIER, they are tasked with building a 
"standards based client" -- indirectly "supporting" everything)



Regardless of all of the above. 

I think the "right approach" is to build forms/processes etc... that are 
optimized for the client type. Again, Kinetic can build any screen strategy you 
want -- therefore it is the perfect approach for your mobile needs :)


As - you do not have that style of control with MID-TIER -- you are "shit out 
of luck".






-John



On Sep 14, 2011, at 10:10 AM, strauss wrote:

**
We have had little luck with the iPad (or other iCrap or android devices) as 
clients to ARS 7.6.04.01+.  The browsers simply don’t support the mid-tier, but 
then, the “fully supported” browsers have more than their share of problems as 
well (IE especially 9, Firefox 6 and Safari) and my mid-tiers has BMC band-aids 
all over them.  We have no iPads to test with but the University Bookstore has 
demos we have tried to use.  If you get far enough into mid-tier the lack of 
Flash kills you in ITSM, and you can’t logout (Safari and Chrome can’t do that 
anyway without a hotfix).  The iPad has an annoying habit of capitalizing your 
login name, which has caused us problems when trying to use Kinetic Request 5 
against the 7.6.04.01 server which uses AREA to authenticate.  You can enter a 
request if you force the login to the correct case so that it will find your 
customer record, but when you logout the AR server has fast and list thread 
crashes!  Since neither Kinetic nor BMC has been any help on that one, we tell 
people who ask about using an iPad to keep using their desktops or laptops 
instead.
 
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 Jaffaree, Shamhoon
Sent: Wednesday, September 14, 2011 9:46 AM
To: arslist@ARSLIST.ORG
Subject: Has anyone used the browser on IPAD for Remedy applications?
 
**
Hi ,
 We are trying to use Remedy applications (developed in house) on IPAD  thru 
the browser, but some of the functionalities don’t work such as menu 
selections, if anyone has tried it and did a workaround please update me.
Thanks
Shamhoon Zenath Jaffaree
Application Architect (Remedy)
Dow Jones & Company
Office:609-520-5890
shamhoon.jaffa...@dowjones.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










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Re: For those who know Mike McCourt

[John Sundberg]

Thanks Rick!!!


-John



On Sep 14, 2011, at 11:15 AM, Rick Cook wrote:

** Good news!  Mike is recovering from surgery.  He still has a road to full 
recovery, and will be in the hospital for another couple of weeks, but his body 
appears to be cooperating.  Thanks to all for thoughts and prayers.

Rick

On Tue, Sep 13, 2011 at 9:30 AM, Rick Cook  wrote:
A few days ago, Mike suffered a sudden brain aneurism.  He is in the hospital, 
and is scheduled to undergo surgery soon.  If anyone out there has thoughts or 
prayers they would like to direct toward Mike and his family as they go through 
this, both they and his Rapid Technologies "family" would appreciate that.

Thanks!

_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










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Re: Has anyone used the browser on IPAD for Remedy applications?

[John Sundberg]

I have seen it too.

And - as such - is "purposefully built" for the mobile client -- and is 
ultimately the right approach to the problem.

Good stuff by MobileReach...

-John



On Sep 14, 2011, at 10:18 AM, Brandi Barbour wrote:

** I just saw Mobile Reach's IPad/Iphone app last week.  It is really slick and 
user friendly.   
I hear they will be at WWRug.   
  Brandi Barbour 
   Application Developer 
   KForce/CSC-CTS 
  
Federal Sector | p: (919) 767-7441 | bb: (919) 760-0117 | m: (919) 327-8088 
  
This is a PRIVATE message. If you are not the intended recipient, please delete 
without copying and kindly advise us by e-mail of the mistake in delivery. 
NOTE: Regardless of content, this e-mail shall not operate to bind CSC to any 
order or other contract unless pursuant to explicit written agreement or 
government initiative expressly permitting the use of e-mail for such purpose. 



From:Matt Laurenceau  
To:arslist@ARSLIST.ORG 
Date:09/14/2011 11:12 AM 
Subject:Re: Has anyone used the browser on IPAD for Remedy 
applications? 
Sent by:"Action Request System discussion list(ARSList)" 
 



** 
Sure. 

AFAIK, Dow Jones already enjoys Aeroprise, so this looks like a small add on. 

Haven't seen MobileReach for years, are they going to be at WWRUG so that I 
catch up?

Cheers, 

Matt Laurenceau 
Senior Community Ambassador, BMC Communities 
matthieu_laurenc...@bmc.com 
Follow me @Matt_L 
Skype: matt.laurenceau 


On 14 sept. 2011, at 17:05, Lee Cullom  
wrote:

**
Mobile Reach can help on this one…

  
http://www.mobilereach.com

  
  
Lee Cullom | Northcraft Analytics

IT Metrics Specialist | Business Intelligence for ITSM

678-438-7244 | lee.cul...@northcraftanalytics.com



http://www.northcraftanalytics.com

Click on “View Demo” to see the product in action

  

  
  
  

  
  
  
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Wednesday, September 14, 2011 11:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Has anyone used the browser on IPAD for Remedy applications?

  
** Maybe someone needs to develop an app?

On Wed, Sep 14, 2011 at 10:46 AM, Jaffaree, Shamhoon 
 wrote:

**

Hi ,

 We are trying to use Remedy applications (developed in house) on IPAD  thru 
the browser, but some of the functionalities don’t work such as menu 
selections, if anyone has tried it and did a workaround please update me.

Thanks

Shamhoon Zenath Jaffaree

Application Architect (Remedy)

Dow Jones & Company

Office:609-520-5890

shamhoon.jaffa...@dowjones.com

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




-- 
Howard Richter
Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified 
E-Mail = hbr4...@gmail.com
LinkedIn Profile = http://www.linkedin.com/in/hbr4270
_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"_


--
John Sundberg

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

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










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Re: SDE versus ARS

[William H. Du Chene]

I have worked with both of them over the years and have a fair amount of
experience with both products. There are a number of things that you should
know and prepare for. 
 
I guess the first question is going to be: how deep down the rabbit hole do
you want to go?
 
Do you have any external integrations which make use of your ARSystem
database? Do you have any import/update jobs (or the like) that make use of
DTS/SSIS (or similar technology) which update records directly? Do you have
any tables that have been exported for use in your database (with vendor
forms) from external sources? Do you have a significant number of reports
that query the database for data, or are you using a reporting server? Have
you developed any applications which use the API to process data  - outside
of the normal workflow (active link, filter, guide) paradigm?
 
And the big question: Are you planning on migrating your existing data?
 
Depending on how you have your installation set up and what your
requirements are, a migration may well be a nightmare. 
 
If you switch platforms, the glaringly obvious stuff would be that all of
your reports have to change, you'll have to recreate all of your user
accounts (or your integration to the LDAP/AD), any packages for moving and
updating data that your DBA might have set up, any custom views, database
objects (SPs, UDFs), or API applications become useless and you will have to
redo or retire them.
 
Be prepared also that the database schemas between the application suites
are different as well. 
 
For example, within the AR System, everyone knows that there are the
"wonderfully insightful" T, H, and B tables to work with with all of the C
columns inside that make an odd sort of sense once you get used to them. On
the SDE side, throw that schema completely out the window because there are
now _SMDBA_._CUSTOMER_ and _SMDBA_.TELMASTE_ tables to deal with. The
"telmaste" table is actually the applications version of an incident table.
The name makes a lot of sense. Go figure. Likewise, each user receives an
account on the database server, and each group that is created automatically
generates an entire series of views for each of the modules. Each group
added, therefore, owns objects within the database.
 
Behind the scenes, there are many, many differences which should be
accounted for - carefully - before a migration comes to mind and that should
be considered before making a choice.
 
Likewise, if you have the UT installed in your environment, you will need to
remove it from your desktops. (If your're running just the midtier for your
users to use, this might not be an issue.) The SDE is web based. There is no
desktop client to use (so if you have any desktop level automation going on,
it's now useless also if you move).
 
Superficially, the two products have some similarities - a ticket is still a
ticket - but that is where the similarity ends.
 
Finally, if I were in your shoes and they were talking about moving to
another platform (in spite of how much I encourage people to find an open
source solution, a low cost solution with another product, or to write their
own due to the cost of both products and the lack of a developer
subscription) I would ask them if they had crack for breakfast. They're not
talking about an overnight thing with a migration, but rather a blood, sweat
and tears effort that would take months (depending on what your current
implementation is like) to even get off the ground. They are committed to
what they have, and unless their willing to change radically, it's a mute
point.
 
 
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Spangler Robert C CIV
USSTRATCOM/JWAC
Sent: Wednesday, September 14, 2011 12:41 PM
To: arslist@ARSLIST.ORG
Subject: SDE versus ARS


** 

Going out on a limb, but we are being forced to move away from Remedy due to
budget and personnel reductions.  Was wondering if any of you guys knew much
about Service Desk Express (SDE).  We were primarily using ARS for ticketing
and assets management, had never broken into Change, SRM and some other
goodies that we had plans for.BMC suggested SDE as an alternative so we
were going to look in to.  Thanks for any advice or suggestions!

_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: Has anyone used the browser on IPAD for Remedy applications?

[strauss]

That does not help you if some of your accounts (think Demo and KD_WEBUSER) are 
not all lower case.

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 John Sundberg
Sent: Wednesday, September 14, 2011 1:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Has anyone used the browser on IPAD for Remedy applications?

**

I know this will sounds simple but.

1) In Kinetic -- Create an event on the "login button" on the login page to 
lowercase the ID before submit.

2) Fast/List thread crashing is an ARS issue -- sorry I can't help with that.

3) Enjoy!!!



Kinetic should work just fine with your iCrap devices - as long as Kinetic 
client has a web connection to the Kinetic Request server.

AND -- it should work with your iPalm and iBlackBerry too.
(same caveat)



BTW - I don't think this is the correct phrase:
The browsers simply don't support the mid-tier,

it should be:
The MID-TIER simply don't support the browsers,


(I suspect Apple, etc... have never heard of MID-TIER -- and as such -- could 
"never" build a client to support MID-TIER, they are tasked with building a 
"standards based client" -- indirectly "supporting" everything)



Regardless of all of the above.

I think the "right approach" is to build forms/processes etc... that are 
optimized for the client type. Again, Kinetic can build any screen strategy you 
want -- therefore it is the perfect approach for your mobile needs :)


As - you do not have that style of control with MID-TIER -- you are "shit out 
of luck".






-John



On Sep 14, 2011, at 10:10 AM, strauss wrote:

**
We have had little luck with the iPad (or other iCrap or android devices) as 
clients to ARS 7.6.04.01+.  The browsers simply don't support the mid-tier, but 
then, the "fully supported" browsers have more than their share of problems as 
well (IE especially 9, Firefox 6 and Safari) and my mid-tiers has BMC band-aids 
all over them.  We have no iPads to test with but the University Bookstore has 
demos we have tried to use.  If you get far enough into mid-tier the lack of 
Flash kills you in ITSM, and you can't logout (Safari and Chrome can't do that 
anyway without a hotfix).  The iPad has an annoying habit of capitalizing your 
login name, which has caused us problems when trying to use Kinetic Request 5 
against the 7.6.04.01 server which uses AREA to authenticate.  You can enter a 
request if you force the login to the correct case so that it will find your 
customer record, but when you logout the AR server has fast and list thread 
crashes!  Since neither Kinetic nor BMC has been any help on that one, we tell 
people who ask about using an iPad to keep using their desktops or laptops 
instead.

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 Jaffaree, Shamhoon
Sent: Wednesday, September 14, 2011 9:46 AM
To: arslist@ARSLIST.ORG
Subject: Has anyone used the browser on IPAD for Remedy applications?

**
Hi ,
 We are trying to use Remedy applications (developed in house) on IPAD  thru 
the browser, but some of the functionalities don't work such as menu 
selections, if anyone has tried it and did a workaround please update me.
Thanks
Shamhoon Zenath Jaffaree
Application Architect (Remedy)
Dow Jones & Company
Office:609-520-5890
shamhoon.jaffa...@dowjones.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









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

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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Re: SDE versus ARS

[John Sundberg]

Funny

I originally "accidentally" read the last paragraph as:


"blood, sweat and years"


But - that might be a good description anyway.


-John





On Sep 14, 2011, at 1:20 PM, William H. Du Chene wrote:

**
I have worked with both of them over the years and have a fair amount of 
experience with both products. There are a number of things that you should 
know and prepare for.
 
I guess the first question is going to be: how deep down the rabbit hole do you 
want to go?
 
Do you have any external integrations which make use of your ARSystem database? 
Do you have any import/update jobs (or the like) that make use of DTS/SSIS (or 
similar technology) which update records directly? Do you have any tables that 
have been exported for use in your database (with vendor forms) from external 
sources? Do you have a significant number of reports that query the database 
for data, or are you using a reporting server? Have you developed any 
applications which use the API to process data  - outside of the normal 
workflow (active link, filter, guide) paradigm?
 
And the big question: Are you planning on migrating your existing data?
 
Depending on how you have your installation set up and what your requirements 
are, a migration may well be a nightmare. 
 
If you switch platforms, the glaringly obvious stuff would be that all of your 
reports have to change, you'll have to recreate all of your user accounts (or 
your integration to the LDAP/AD), any packages for moving and updating data 
that your DBA might have set up, any custom views, database objects (SPs, 
UDFs), or API applications become useless and you will have to redo or retire 
them.
 
Be prepared also that the database schemas between the application suites are 
different as well.
 
For example, within the AR System, everyone knows that there are the 
"wonderfully insightful" T, H, and B tables to work with with all of the C 
columns inside that make an odd sort of sense once you get used to them. On the 
SDE side, throw that schema completely out the window because there are now 
_SMDBA_._CUSTOMER_ and _SMDBA_.TELMASTE_ tables to deal with. The "telmaste" 
table is actually the applications version of an incident table. The name makes 
a lot of sense. Go figure. Likewise, each user receives an account on the 
database server, and each group that is created automatically generates an 
entire series of views for each of the modules. Each group added, therefore, 
owns objects within the database.
 
Behind the scenes, there are many, many differences which should be accounted 
for - carefully - before a migration comes to mind and that should be 
considered before making a choice.
 
Likewise, if you have the UT installed in your environment, you will need to 
remove it from your desktops. (If your're running just the midtier for your 
users to use, this might not be an issue.) The SDE is web based. There is no 
desktop client to use (so if you have any desktop level automation going on, 
it's now useless also if you move).
 
Superficially, the two products have some similarities - a ticket is still a 
ticket - but that is where the similarity ends.
 
Finally, if I were in your shoes and they were talking about moving to another 
platform (in spite of how much I encourage people to find an open source 
solution, a low cost solution with another product, or to write their own due 
to the cost of both products and the lack of a developer subscription) I would 
ask them if they had crack for breakfast. They're not talking about an 
overnight thing with a migration, but rather a blood, sweat and tears effort 
that would take months (depending on what your current implementation is like) 
to even get off the ground. They are committed to what they have, and unless 
their willing to change radically, it's a mute point.
 
 
 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Spangler Robert C CIV USSTRATCOM/JWAC
Sent: Wednesday, September 14, 2011 12:41 PM
To: arslist@ARSLIST.ORG
Subject: SDE versus ARS

**
Going out on a limb, but we are being forced to move away from Remedy due to 
budget and personnel reductions.  Was wondering if any of you guys knew much 
about Service Desk Express (SDE).  We were primarily using ARS for ticketing 
and assets management, had never broken into Change, SRM and some other goodies 
that we had plans for.BMC suggested SDE as an alternative so we were going 
to look in to.  Thanks for any advice or suggestions!
_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










___
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Re: Can we disable the ARSWARN 1200 (No Records Matched) error?

[Joe Martin D'Souza]

Depending on what you want to do, you can ‘bypass’ this through native 
workflow.. For the same search condition that returns a no match error, perform 
a search to set the request ID or a unique identifier to a temporary field. 
This field would then tell you if records exist or not.. matching records exist 
this field will not be null. If no records exist it will be null..

You can use this information to go forward from there..

Joe

From: Shiju John 
Sent: Wednesday, September 14, 2011 8:26 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: Can we disable the ARSWARN 1200 (No Records Matched) error?

** 
Actually in my scenario, I have a read only form which has two fields and a 
button. Based on the values entered in the fields I am doing some 
calculations(SQL Query as well as table looping) and populating the read-only 
fields below. I am able to perform this, but at the end I am getting a warning 
message - ARSWARN 1200, which is of no meaning, since the current form is a 
read-only form.
Hence I was thinking of just disabling that warning message. 

But right now my doubt is that, any how that warning message is thrown through 
remedy work flows only. Then why are they not tracked in the logs?
If I can get the work flow name i can just remove my read-only form's name from 
the 'Associated Forms'. :)

Thanks,
Shiju


On Wed, Sep 14, 2011 at 3:21 PM, Matt Laurenceau  
wrote:

  This is native in AR System.
  I believe you can change the wording with "AR System Message Catalog" form.
  If you fully remove this msg (in case it's possible), what feedback will you 
send to the user?

  Thanks,

  Matt Laurenceau
  Senior Community Ambassador, BMC Communities
  matthieu_laurenc...@bmc.com
  Follow me @Matt_L
  Skype: matt.laurenceau


  On 14 sept. 2011, at 13:22, Shiju John  wrote:

  > **

  > Hi,
  > Is there any option to disable the ARSWARN 1200 Message - which is 
displayed when No Records are matched on a search.
  >
  > Please help me in tracking the workflow names which are responsible for 
these default messages, as these are not tracked in either client side or 
server side logs.
  >
  > Thanks and Regards,
  > Shiju John

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

  
___
  UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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-- 

Thanks and Regards,
Shiju John

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

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Re: Has anyone used the browser on IPAD for Remedy applications?

[John Sundberg]

OK -- try this then...

setup a "simpleDataRequest" to verify that the id exists -- before the submit 
action happens.
(this is a bit of security hack -- as you can then validate an account exists)

And if it does not exist -- lowercase it...




or -- convert all user_ids to lowercase...


or -- modify AREA plugin to try a bunch of combos...



or -- John Baker Java Systems Solution - SSO to the rescue -- he can do lots of 
great stuff on login...



Probably John Baker would be great -- do you use their SSO -- I have been 
hearing great things about it???




-John




On Sep 14, 2011, at 1:35 PM, strauss wrote:

**
That does not help you if some of your accounts (think Demo and KD_WEBUSER) are 
not all lower case.
 
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 John Sundberg
Sent: Wednesday, September 14, 2011 1:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Has anyone used the browser on IPAD for Remedy applications?
 
**
 
I know this will sounds simple but.
 
1) In Kinetic -- Create an event on the "login button" on the login page to 
lowercase the ID before submit.
 
2) Fast/List thread crashing is an ARS issue -- sorry I can't help with that.
 
3) Enjoy!!!
 
 
 
Kinetic should work just fine with your iCrap devices - as long as Kinetic 
client has a web connection to the Kinetic Request server.
 
AND -- it should work with your iPalm and iBlackBerry too.
(same caveat)
 
 
 
BTW - I don't think this is the correct phrase:
The browsers simply don’t support the mid-tier,
 
it should be:
The MID-TIER simply don’t support the browsers,
 
 
(I suspect Apple, etc... have never heard of MID-TIER -- and as such -- could 
"never" build a client to support MID-TIER, they are tasked with building a 
"standards based client" -- indirectly "supporting" everything)
 
 
 
Regardless of all of the above. 
 
I think the "right approach" is to build forms/processes etc... that are 
optimized for the client type. Again, Kinetic can build any screen strategy you 
want -- therefore it is the perfect approach for your mobile needs :)
 
 
As - you do not have that style of control with MID-TIER -- you are "shit out 
of luck".
 
 
 
 
 
 
-John
 
 
 
On Sep 14, 2011, at 10:10 AM, strauss wrote:

**
We have had little luck with the iPad (or other iCrap or android devices) as 
clients to ARS 7.6.04.01+.  The browsers simply don’t support the mid-tier, but 
then, the “fully supported” browsers have more than their share of problems as 
well (IE especially 9, Firefox 6 and Safari) and my mid-tiers has BMC band-aids 
all over them.  We have no iPads to test with but the University Bookstore has 
demos we have tried to use.  If you get far enough into mid-tier the lack of 
Flash kills you in ITSM, and you can’t logout (Safari and Chrome can’t do that 
anyway without a hotfix).  The iPad has an annoying habit of capitalizing your 
login name, which has caused us problems when trying to use Kinetic Request 5 
against the 7.6.04.01 server which uses AREA to authenticate.  You can enter a 
request if you force the login to the correct case so that it will find your 
customer record, but when you logout the AR server has fast and list thread 
crashes!  Since neither Kinetic nor BMC has been any help on that one, we tell 
people who ask about using an iPad to keep using their desktops or laptops 
instead.
 
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 Jaffaree, Shamhoon
Sent: Wednesday, September 14, 2011 9:46 AM
To: arslist@ARSLIST.ORG
Subject: Has anyone used the browser on IPAD for Remedy applications?
 
**
Hi ,
 We are trying to use Remedy applications (developed in house) on IPAD  thru 
the browser, but some of the functionalities don’t work such as menu 
selections, if anyone has tried it and did a workaround please update me.
Thanks
Shamhoon Zenath Jaffaree
Application Architect (Remedy)
Dow Jones & Company
Office:609-520-5890
shamhoon.jaffa...@dowjones.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
 
 
 
 
 
 


 
_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 

Re: Can we disable the ARSWARN 1200 (No Records Matched) error?

[Joe Martin D'Souza]

I hit send too early.

A slightly advanced way would be to set $LASTCOUNT$ to another temp field. If 
the value is 0 no match is found.. If it is 1 there is a single record matching 
that search criteria.. If the value is greater than 1, there are multiple 
matches..

In case of a single match you can set the contents of whatever you want to set 
directly.. In case of multiple match, open a dialog box with a table field 
having the same search criteria.. In case of the value being 0, display 
whatever custom message you want to display – like no incidents match this blah 
blah blah or no people records were found matching this blah blah blah

Joe

From: Joe Martin D'Souza 
Sent: Wednesday, September 14, 2011 2:42 PM
To: ARS List 
Subject: Re: Can we disable the ARSWARN 1200 (No Records Matched) error?


Depending on what you want to do, you can ‘bypass’ this through native 
workflow.. For the same search condition that returns a no match error, perform 
a search to set the request ID or a unique identifier to a temporary field. 
This field would then tell you if records exist or not.. matching records exist 
this field will not be null. If no records exist it will be null..

You can use this information to go forward from there..

Joe

From: Shiju John 
Sent: Wednesday, September 14, 2011 8:26 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: Can we disable the ARSWARN 1200 (No Records Matched) error?

** 
Actually in my scenario, I have a read only form which has two fields and a 
button. Based on the values entered in the fields I am doing some 
calculations(SQL Query as well as table looping) and populating the read-only 
fields below. I am able to perform this, but at the end I am getting a warning 
message - ARSWARN 1200, which is of no meaning, since the current form is a 
read-only form.
Hence I was thinking of just disabling that warning message. 

But right now my doubt is that, any how that warning message is thrown through 
remedy work flows only. Then why are they not tracked in the logs?
If I can get the work flow name i can just remove my read-only form's name from 
the 'Associated Forms'. :)

Thanks,
Shiju


On Wed, Sep 14, 2011 at 3:21 PM, Matt Laurenceau  
wrote:

  This is native in AR System.
  I believe you can change the wording with "AR System Message Catalog" form.
  If you fully remove this msg (in case it's possible), what feedback will you 
send to the user?

  Thanks,

  Matt Laurenceau
  Senior Community Ambassador, BMC Communities
  matthieu_laurenc...@bmc.com
  Follow me @Matt_L
  Skype: matt.laurenceau


  On 14 sept. 2011, at 13:22, Shiju John  wrote:

  > **

  > Hi,
  > Is there any option to disable the ARSWARN 1200 Message - which is 
displayed when No Records are matched on a search.
  >
  > Please help me in tracking the workflow names which are responsible for 
these default messages, as these are not tracked in either client side or 
server side logs.
  >
  > Thanks and Regards,
  > Shiju John

  > _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"




-- 

Thanks and Regards,
Shiju John

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

___
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Re: SRM IMPORT 7.6.04.01 ARERR 191005

[patrick zandi]

So.. I go to debug, put on logging and now get an ARERR 92 Timout during
database update.. ...
So NOW I have 2 Bugs..  if I get past the ARERR 92, then I can really
debug.. the system

Err

On Wed, Sep 14, 2011 at 10:47 AM, patrick zandi  wrote:

> Anyone see this:: it is a Ridiculous error -- Zero information with it..
>
> Upon import:: putting all the files in the correct folders, because the
> export does not do it correct:: 
>
> I get the following::
>
> (ARERR 191005) ß error
>
>
>
> The preceding message occurred during the execution of active link
> SRS:IME:Import_SendActionPromoteStagedRecords -- action 1. (ARNOTE 1101)ßnote
>
> (so which is it? A note or an Error?)
>
>
>
> Opening Active link Shows Squat:: no else if – no errors..
>
>
> Going to Debug Next ::  Do they Test this Stuff ???
>
> --
> Patrick Zandi
>



-- 
Patrick Zandi

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Re: Importing data into archive form overlay...

[Guillaume Rheault]

Hi Misi

Seems like a bug to me...
What does BMC Support said about this?

-Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Misi Mladoniczky [m...@rrr.se]
Sent: Wednesday, September 14, 2011 11:23 AM
To: arslist@ARSLIST.ORG
Subject: Importing data into archive form overlay...

Hi,

I am finding it very hard to automate data import into overlaid archive
forms. This is important though, when you want a complete data migration
tool. In this case RRR|Chive.

For audit-forms it is somewhat straight forward:
1. disable audit on the parent base-form (not the overlay-form)
2. import data into audit-form
3. enable audit again

For archive-forms this does not work, as the overlaid base-form seems to
"remember" the connection:
1. disable archive on base-form (not the overlay-form)
2. import data into archive-form
=>
ARMergeEntry(server=ars764test, form=regrtest21archive,
entry=002)
  API CALL SEVERITY: AR_RETURN_ERROR, failure, status contains details
  ARStatusList: contains 1 messages
  Number: ARERR 8998
  Message: Cannot modify or create entries in an Archive or Audit form.
  Append:

I have tried to disable archiving on the the overlay-form instead, but
this is not a possible operation. If you do it via Developer Studio, this
is grayed out.

The only way to do this via Dev Studio is:
1. disable archive on base-form (not the overlay-form)
2. change to best-practice-development mode and delete the archive-form
(make it non-overlay)
3. import data into the archive form
4. re-enable archive on the base-form

It would be SO MUCH easier if there were an option to ARMergeEntry (import
data) that allowed you to import records...

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.

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Re: Has anyone used the browser on IPAD for Remedy applications?

[Jason Miller]

You're a fanboy.  :-p   (you can hit me in the arm in person next week for
that comment)

I agree that the interface for small form factor devices (phones) has to be
different than the desktop UI.  Maybe not so much with an iPad or 10 inch
tablet?  We also have Citrix which makes Remedy usable on my Droid X but
because the forms are designed with larger screens in mind there are limits
to productivity (it takes a lot of scrolling to use).  It works well enough
where I can respond to ticket before it escalates though. :)

I think what some of us have been hoping for is the ability to design that
interface using Remedy views and Mid Tier; eliminating the need to purchase
more product (capital expense, annual support, more servers).  This would be
good enough for some (us for example).  We have looked at Aeroprise, Mobile
Reach, Navara many times over the years but we never get approval.  We even
tried a POC with a Cisco partner to use VoIP wireless phones and web service
calls from their appliance to Remedy.

We have a number of use cases where mobility would help but when it comes
down to it our hospitals, clinics and corporate offices are filled with
computers that have a browser.  Our site support folks are told to just find
an open machine. Mobility would be helpful but not enough to justify another
product. The other side of the coin, is mobility helpful enough to justify
the AR development work and maintenance?  Often times our Remedy team's
developer and support resources are considered cost free so it would most
likely be justified.

Certainly some businesses need offline capabilities, mobile-centric security
controls and the other features these solutions provide so there is still a
market for these fine products.

Jason

On Wed, Sep 14, 2011 at 11:06 AM, John Sundberg <
john.sundb...@kineticdata.com> wrote:

> **
>
> I know this will sounds simple but.
>
> 1) In Kinetic -- Create an event on the "login button" on the login page to
> lowercase the ID before submit.
>
> 2) Fast/List thread crashing is an ARS issue -- sorry I can't help with
> that.
>
> 3) Enjoy!!!
>
>
>
> Kinetic should work just fine with your iCrap devices - as long as Kinetic
> client has a web connection to the Kinetic Request server.
>
> AND -- it should work with your iPalm and iBlackBerry too.
> (same caveat)
>
>
>
> BTW - I don't think this is the correct phrase:
> The browsers simply don’t support the mid-tier,
>
> it should be:
> The MID-TIER simply don’t support the browsers,
>
>
> (I suspect Apple, etc... have never heard of MID-TIER -- and as such --
> could "never" build a client to support MID-TIER, they are tasked with
> building a "standards based client" -- indirectly "supporting" everything)
>
>
>
> Regardless of all of the above.
>
> I think the "right approach" is to build forms/processes etc... that are
> optimized for the client type. Again, Kinetic can build any screen strategy
> you want -- therefore it is the perfect approach for your mobile needs :)
>
>
> As - you do not have that style of control with MID-TIER -- you are "shit
> out of luck".
>
>
>
>
>
>
> -John
>
>
>
> On Sep 14, 2011, at 10:10 AM, strauss wrote:
>
> **
>
> We have had little luck with the iPad (or other iCrap or android devices)
> as clients to ARS 7.6.04.01+.  The browsers simply don’t support the
> mid-tier, but then, the “fully supported” browsers have more than their
> share of problems as well (IE especially 9, Firefox 6 and Safari) and my
> mid-tiers has BMC band-aids all over them.  We have no iPads to test with
> but the University Bookstore has demos we have tried to use.  If you get far
> enough into mid-tier the lack of Flash kills you in ITSM, and you can’t
> logout (Safari and Chrome can’t do that anyway without a hotfix).  The iPad
> has an annoying habit of capitalizing your login name, which has caused us
> problems when trying to use Kinetic Request 5 against the 7.6.04.01 server
> which uses AREA to authenticate.  You can enter a request if you force the
> login to the correct case so that it will find your customer record, but
> when you logout the AR server has fast and list thread crashes!  Since
> neither Kinetic nor BMC has been any help on that one, we tell people who
> ask about using an iPad to keep using their desktops or laptops instead.**
> **
>
> ** **
>
> 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 *Jaffaree, Shamhoon
> *Sent:* Wednesday, September 14, 2011 9:46 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Has anyone used the browser on IPAD for Remedy applications?***
> *
>
> ** **
>
> ** 
>
> Hi ,
>
>  We are trying to use Remedy applications (developed in house) on IPAD
> thru the browser, but some of the functionalities don’t work such as menu
> selections, if anyone has tried it and did a worka

Change Template Oddity

[Jared Jones]

Hey all,

I'm just wondering if anyone else has run into this...

I configured a change template for a support group called "All Users". I login 
with an admin account who has this group set as default. I use the template and 
all is good. I then login with my own account. I'm a member of "All Users" but 
my default support group is "Remedy". I try to use the template, and get the 
following error when I submit the ticket:

"The selected Change Requestor's Support Group is invalid. Reselect the group 
using the filed menu. ARERR 1441151."

I tracked down where Remedy is setting the Requestor's support group in the 
background, which, not to my surprise, is the user's default support group from 
CTM:Support Group Assoc LookUp. I also tracked down CHG:CRQ:ValidateRqstGrp_150 
and 151 which validates that the requestor's support groups exist in the 
CTM:Support Group table. 

If the values from where it set the support group stayed put, then the 
validation should pass. The problem, from what I can tell, is an Active Link 
titled "CHG:CRQ:CheckSupportGroupTemplateID", which replaces the Requestor's 
Support Group ID to the first Group ID associated with the change template 
(It's looking at the CHG:SupportGRP_Template form). Once this gets set, and the 
user's default group is different from the group the template is associated 
with, then there's a mismatch and the validation fails. As soon as I removed 
that particular Set Fields action everything worked as expected.

Does anyone know the reason why the requestor's support group ID gets reset? 
Has anyone else run into this issue?

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Re: Has anyone used the browser on IPAD for Remedy applications?

[strauss]

You've got that right about adding components at additional cost for mobile 
clients is a non-starter.  We tried that once with Alarmpoint (through BMC) - 
spent a lot of money with absolutely no return on it whatsoever, and it won't 
happen again.  Support for mobile clients has become a base requirement, not an 
add-on, and will end up driving sites to other vendors that provide such access 
tools OOTB.

John is accurate on his correction to my statement, made in a hurry, which I 
missed earlier; my point was that mobile browsers aren't that much worse than 
the desktop ones when it comes to working "properly" on mid-tier, or BOXI for 
that matter (fighting analytics all afternoon after being defeated by SLM 
Dashboards this morning).  At least the desktop browsers don't try to 
capitalize your entries - I think that is the text messaging utility bleeding 
over onto the browser on iStuff; my HTC 3D android phone browser does not do 
it, and gets in and out of the Kinetic service catalog properly.

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 Jason Miller
Sent: Wednesday, September 14, 2011 2:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Has anyone used the browser on IPAD for Remedy applications?

** You're a fanboy.  :-p   (you can hit me in the arm in person next week for 
that comment)

I agree that the interface for small form factor devices (phones) has to be 
different than the desktop UI.  Maybe not so much with an iPad or 10 inch 
tablet?  We also have Citrix which makes Remedy usable on my Droid X but 
because the forms are designed with larger screens in mind there are limits to 
productivity (it takes a lot of scrolling to use).  It works well enough where 
I can respond to ticket before it escalates though. :)

I think what some of us have been hoping for is the ability to design that 
interface using Remedy views and Mid Tier; eliminating the need to purchase 
more product (capital expense, annual support, more servers).  This would be 
good enough for some (us for example).  We have looked at Aeroprise, Mobile 
Reach, Navara many times over the years but we never get approval.  We even 
tried a POC with a Cisco partner to use VoIP wireless phones and web service 
calls from their appliance to Remedy.

We have a number of use cases where mobility would help but when it comes down 
to it our hospitals, clinics and corporate offices are filled with computers 
that have a browser.  Our site support folks are told to just find an open 
machine. Mobility would be helpful but not enough to justify another product. 
The other side of the coin, is mobility helpful enough to justify the AR 
development work and maintenance?  Often times our Remedy team's developer and 
support resources are considered cost free so it would most likely be justified.

Certainly some businesses need offline capabilities, mobile-centric security 
controls and the other features these solutions provide so there is still a 
market for these fine products.

Jason
On Wed, Sep 14, 2011 at 11:06 AM, John Sundberg 
mailto:john.sundb...@kineticdata.com>> wrote:
**

I know this will sounds simple but.

1) In Kinetic -- Create an event on the "login button" on the login page to 
lowercase the ID before submit.

2) Fast/List thread crashing is an ARS issue -- sorry I can't help with that.

3) Enjoy!!!



Kinetic should work just fine with your iCrap devices - as long as Kinetic 
client has a web connection to the Kinetic Request server.

AND -- it should work with your iPalm and iBlackBerry too.
(same caveat)



BTW - I don't think this is the correct phrase:
The browsers simply don't support the mid-tier,

it should be:
The MID-TIER simply don't support the browsers,


(I suspect Apple, etc... have never heard of MID-TIER -- and as such -- could 
"never" build a client to support MID-TIER, they are tasked with building a 
"standards based client" -- indirectly "supporting" everything)



Regardless of all of the above.

I think the "right approach" is to build forms/processes etc... that are 
optimized for the client type. Again, Kinetic can build any screen strategy you 
want -- therefore it is the perfect approach for your mobile needs :)


As - you do not have that style of control with MID-TIER -- you are "shit out 
of luck".






-John



On Sep 14, 2011, at 10:10 AM, strauss wrote:

**
We have had little luck with the iPad (or other iCrap or android devices) as 
clients to ARS 7.6.04.01+.  The browsers simply don't support the mid-tier, but 
then, the "fully supported" browsers have more than their share of problems as 
well (IE especially 9, Firefox 6 and Safari) and my mid-tiers has BMC band-aids 
all over them.  We have no iPads to test with but the University Bookstore has 
demos we have tried to use.  If you get far enough into mid-tier the 

Re: For those who know Mike McCourt

[Joe Martin D'Souza]

That’s good news!

Joe

From: Rick Cook 
Sent: Wednesday, September 14, 2011 12:15 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: For those who know Mike McCourt

** Good news!  Mike is recovering from surgery.  He still has a road to full 
recovery, and will be in the hospital for another couple of weeks, but his body 
appears to be cooperating.  Thanks to all for thoughts and prayers.

Rick


On Tue, Sep 13, 2011 at 9:30 AM, Rick Cook  wrote:

  A few days ago, Mike suffered a sudden brain aneurism.  He is in the 
hospital, and is scheduled to undergo surgery soon.  If anyone out there has 
thoughts or prayers they would like to direct toward Mike and his family as 
they go through this, both they and his Rapid Technologies "family" would 
appreciate that.

  Thanks!

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

Re: Has anyone used the browser on IPAD for Remedy applications?

[Joe Martin D'Souza]

Isn't it mainly compatibility with Flash that creates this issue? So it may be 
the browsers not supporting flash that is the main issue..

Joe

From: John Sundberg 
Sent: Wednesday, September 14, 2011 2:06 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: Has anyone used the browser on IPAD for Remedy applications?

** 

I know this will sounds simple but. 

1) In Kinetic -- Create an event on the "login button" on the login page to 
lowercase the ID before submit.

2) Fast/List thread crashing is an ARS issue -- sorry I can't help with that.

3) Enjoy!!!



Kinetic should work just fine with your iCrap devices - as long as Kinetic 
client has a web connection to the Kinetic Request server.

AND -- it should work with your iPalm and iBlackBerry too.
(same caveat)



BTW - I don't think this is the correct phrase:
The browsers simply don’t support the mid-tier,

it should be:
The MID-TIER simply don’t support the browsers,



(I suspect Apple, etc... have never heard of MID-TIER -- and as such -- could 
"never" build a client to support MID-TIER, they are tasked with building a 
"standards based client" -- indirectly "supporting" everything)



Regardless of all of the above. 

I think the "right approach" is to build forms/processes etc... that are 
optimized for the client type. Again, Kinetic can build any screen strategy you 
want -- therefore it is the perfect approach for your mobile needs :)


As - you do not have that style of control with MID-TIER -- you are "shit out 
of luck".






-John



On Sep 14, 2011, at 10:10 AM, strauss wrote:

** 
We have had little luck with the iPad (or other iCrap or android devices) as 
clients to ARS 7.6.04.01+.  The browsers simply don’t support the mid-tier, but 
then, the “fully supported” browsers have more than their share of problems as 
well (IE especially 9, Firefox 6 and Safari) and my mid-tiers has BMC band-aids 
all over them.  We have no iPads to test with but the University Bookstore has 
demos we have tried to use.  If you get far enough into mid-tier the lack of 
Flash kills you in ITSM, and you can’t logout (Safari and Chrome can’t do that 
anyway without a hotfix).  The iPad has an annoying habit of capitalizing your 
login name, which has caused us problems when trying to use Kinetic Request 5 
against the 7.6.04.01 server which uses AREA to authenticate.  You can enter a 
request if you force the login to the correct case so that it will find your 
customer record, but when you logout the AR server has fast and list thread 
crashes!  Since neither Kinetic nor BMC has been any help on that one, we tell 
people who ask about using an iPad to keep using their desktops or laptops 
instead.

 

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 Jaffaree, Shamhoon
Sent: Wednesday, September 14, 2011 9:46 AM
To: arslist@ARSLIST.ORG
Subject: Has anyone used the browser on IPAD for Remedy applications?

 

** 

Hi ,

We are trying to use Remedy applications (developed in house) on IPAD  thru the 
browser, but some of the functionalities don’t work such as menu selections, if 
anyone has tried it and did a workaround please update me.

Thanks

Shamhoon Zenath Jaffaree

Application Architect (Remedy)

Dow Jones & Company

Office:609-520-5890

shamhoon.jaffa...@dowjones.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















_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: Has anyone used the browser on IPAD for Remedy applications?

[strauss]

The lack of Flash is iCrap-only - android supports flash.  Even with Flash the 
android browser does not work with the mid-tier, especially the ITSM consoles 
(IF you can get in, you can't even log out of them...but that is also true on 
Safari on a Mac without a hotfix).

The iPad has its own unique problems; if as David says, capitalization is a 
global keyboard setting, turning it off globally to prevent it from 
capitalizing login names would make it next to useless for ALL other editing 
tasks.  It will be much wiser to set up something on the Kinetic Request-side, 
but I already chewed through all of my Kinetic developer's time (it's only a 
side job for the User Services Manager) fixing problems that appeared when we 
upgraded Kinetic from 4.x to 5.x.

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 Joe Martin D'Souza
Sent: Wednesday, September 14, 2011 2:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Has anyone used the browser on IPAD for Remedy applications?

**

Isn't it mainly compatibility with Flash that creates this issue? So it may be 
the browsers not supporting flash that is the main issue..

Joe

From: John Sundberg
Sent: Wednesday, September 14, 2011 2:06 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: Has anyone used the browser on IPAD for Remedy applications?

**

I know this will sounds simple but.

1) In Kinetic -- Create an event on the "login button" on the login page to 
lowercase the ID before submit.

2) Fast/List thread crashing is an ARS issue -- sorry I can't help with that.

3) Enjoy!!!



Kinetic should work just fine with your iCrap devices - as long as Kinetic 
client has a web connection to the Kinetic Request server.

AND -- it should work with your iPalm and iBlackBerry too.
(same caveat)



BTW - I don't think this is the correct phrase:
The browsers simply don't support the mid-tier,

it should be:
The MID-TIER simply don't support the browsers,


(I suspect Apple, etc... have never heard of MID-TIER -- and as such -- could 
"never" build a client to support MID-TIER, they are tasked with building a 
"standards based client" -- indirectly "supporting" everything)



Regardless of all of the above.

I think the "right approach" is to build forms/processes etc... that are 
optimized for the client type. Again, Kinetic can build any screen strategy you 
want -- therefore it is the perfect approach for your mobile needs :)


As - you do not have that style of control with MID-TIER -- you are "shit out 
of luck".






-John



On Sep 14, 2011, at 10:10 AM, strauss wrote:

**
We have had little luck with the iPad (or other iCrap or android devices) as 
clients to ARS 7.6.04.01+.  The browsers simply don't support the mid-tier, but 
then, the "fully supported" browsers have more than their share of problems as 
well (IE especially 9, Firefox 6 and Safari) and my mid-tiers has BMC band-aids 
all over them.  We have no iPads to test with but the University Bookstore has 
demos we have tried to use.  If you get far enough into mid-tier the lack of 
Flash kills you in ITSM, and you can't logout (Safari and Chrome can't do that 
anyway without a hotfix).  The iPad has an annoying habit of capitalizing your 
login name, which has caused us problems when trying to use Kinetic Request 5 
against the 7.6.04.01 server which uses AREA to authenticate.  You can enter a 
request if you force the login to the correct case so that it will find your 
customer record, but when you logout the AR server has fast and list thread 
crashes!  Since neither Kinetic nor BMC has been any help on that one, we tell 
people who ask about using an iPad to keep using their desktops or laptops 
instead.

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 Jaffaree, Shamhoon
Sent: Wednesday, September 14, 2011 9:46 AM
To: arslist@ARSLIST.ORG
Subject: Has anyone used the browser on IPAD for Remedy applications?

**
Hi ,
We are trying to use Remedy applications (developed in house) on IPAD  thru the 
browser, but some of the functionalities don't work such as menu selections, if 
anyone has tried it and did a workaround please update me.
Thanks
Shamhoon Zenath Jaffaree
Application Architect (Remedy)
Dow Jones & Company
Office:609-520-5890
shamhoon.jaffa...@dowjones.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 Bett

Re: SDE versus ARS

[Spangler Robert C CIV USSTRATCOM/JWAC]

Thanks for all the info.  We only have one external integration, no 
import/update jobs, no tables that have been exported and very few reports and 
no reporting server.  All of our end users are using the web interface at this 
point.  We only have 3 support people that are using the UT.  We are basically 
only using ARS as a ticketing and assets management platform.  We haven't been 
live long enough to get involved in Change, SRM and some of the other modules 
we wanted to use.

Yes, we have to migrate the data.  We have had ARS version 7.5 up for almost 
one year at this point and management has told us that with our budget 
restrictions we can no longer afford ARS, no matter how long it takes to 
migrate.  We have to find a new, read less expensive, solution.  Given that we 
still have maintenance, we can get issues resolved in ARS while we work to 
identify, purchase and stand up a new system.  SDE was one option for us. I 
have also looked at some of the other players in the help desk arena along with 
open source solutions.  It sounds like it will be no easy task, but I figure at 
this point there is no easy solution out there.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of William H. Du Chene
Sent: Wednesday, September 14, 2011 2:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: SDE versus ARS

**
I have worked with both of them over the years and have a fair amount of 
experience with both products. There are a number of things that you should 
know and prepare for. 
 
I guess the first question is going to be: how deep down the rabbit hole do you 
want to go?
 
Do you have any external integrations which make use of your ARSystem database? 
Do you have any import/update jobs (or the like) that make use of DTS/SSIS (or 
similar technology) which update records directly? Do you have any tables that 
have been exported for use in your database (with vendor forms) from external 
sources? Do you have a significant number of reports that query the database 
for data, or are you using a reporting server? Have you developed any 
applications which use the API to process data  - outside of the normal 
workflow (active link, filter, guide) paradigm?
 
And the big question: Are you planning on migrating your existing data?
 
Depending on how you have your installation set up and what your requirements 
are, a migration may well be a nightmare. 
 
If you switch platforms, the glaringly obvious stuff would be that all of your 
reports have to change, you'll have to recreate all of your user accounts (or 
your integration to the LDAP/AD), any packages for moving and updating data 
that your DBA might have set up, any custom views, database objects (SPs, 
UDFs), or API applications become useless and you will have to redo or retire 
them.
 
Be prepared also that the database schemas between the application suites are 
different as well. 
 
For example, within the AR System, everyone knows that there are the 
"wonderfully insightful" T, H, and B tables to work with with all of the C 
columns inside that make an odd sort of sense once you get used to them. On the 
SDE side, throw that schema completely out the window because there are now 
_SMDBA_._CUSTOMER_ and _SMDBA_.TELMASTE_ tables to deal with. The "telmaste" 
table is actually the applications version of an incident table. The name makes 
a lot of sense. Go figure. Likewise, each user receives an account on the 
database server, and each group that is created automatically generates an 
entire series of views for each of the modules. Each group added, therefore, 
owns objects within the database.
 
Behind the scenes, there are many, many differences which should be accounted 
for - carefully - before a migration comes to mind and that should be 
considered before making a choice.
 
Likewise, if you have the UT installed in your environment, you will need to 
remove it from your desktops. (If your're running just the midtier for your 
users to use, this might not be an issue.) The SDE is web based. There is no 
desktop client to use (so if you have any desktop level automation going on, 
it's now useless also if you move).
 
Superficially, the two products have some similarities - a ticket is still a 
ticket - but that is where the similarity ends.
 
Finally, if I were in your shoes and they were talking about moving to another 
platform (in spite of how much I encourage people to find an open source 
solution, a low cost solution with another product, or to write their own due 
to the cost of both products and the lack of a developer subscription) I would 
ask them if they had crack for breakfast. They're not talking about an 
overnight thing with a migration, but rather a blood, sweat and tears effort 
that would take months (depending on what your current implementation is like) 
to even get off the ground. They are committed to what they have, and unless 
their willing to change radi

Re: Has anyone used the browser on IPAD for Remedy applications?

[Jason Miller]

My previous reply's remarks are specific to my current employer however the
situation was very similar at the previous two before that.  This is not an
isolated circumstance.  What has changed between then and now is the power,
connectivity, cost and saturation of the devices (my Mother and Father
in-law have smart phones).

I have been singing the "mobility is standard these days" song as loud as I
can.  I am sure they hear it, it just might take some time for it to
materialize (how much time do they have though?).  I am optimistic that the
Aeroprise acquisition was part of the process (remember when we paid
separately for Remedy Web, Approval Server, DSO, Flashboards).  As you said
if they do not adopt mobility as standard then it is one more (large in some
cases) factor in situations like the one Robert is in from the "SDE versus
ARS" thread earlier this morning.

It does seem odd that over the last year there has been a huge increase in
articles, blog posting, webinars from BMC about how social and mobile are
where it is at; it is wonderful, get on board (with pay for it in the fine
print).  Obviously there are costs to making such changes and there is
probably already a long list of enchantments/features that are reviewed in
each release cycle.

If mobility is important to your organisation write your Congressman, I mean
your Account Manager or submit your RFE.  They need to see if there is
demand.

Jason

"A computer once beat me at chess, but it was no match for me at kick
boxing" -- Emo Philips

On Wed, Sep 14, 2011 at 12:49 PM, strauss  wrote:

> **
>
> You’ve got that right about adding components at additional cost for mobile
> clients is a non-starter.  We tried that once with Alarmpoint (through BMC)
> – spent a lot of money with absolutely no return on it whatsoever, and it
> won’t happen again.  Support for mobile clients has become a base
> requirement, not an add-on, and will end up driving sites to other vendors
> that provide such access tools OOTB.
>
> ** **
>
> John is accurate on his correction to my statement, made in a hurry, which
> I missed earlier; my point was that mobile browsers aren’t that much worse
> than the desktop ones when it comes to working “properly” on mid-tier, or
> BOXI for that matter (fighting analytics all afternoon after being defeated
> by SLM Dashboards this morning).  At least the desktop browsers don’t try to
> capitalize your entries – I think that is the text messaging utility
> bleeding over onto the browser on iStuff; my HTC 3D android phone browser
> does not do it, and gets in and out of the Kinetic service catalog properly.
> 
>
> ** **
>
> 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 *Jason Miller
> *Sent:* Wednesday, September 14, 2011 2:17 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Has anyone used the browser on IPAD for Remedy
> applications?
>
> ** **
>
> ** You're a fanboy.  :-p   (you can hit me in the arm in person next week
> for that comment)
>
>
> I agree that the interface for small form factor devices (phones) has to be
> different than the desktop UI.  Maybe not so much with an iPad or 10 inch
> tablet?  We also have Citrix which makes Remedy usable on my Droid X but
> because the forms are designed with larger screens in mind there are limits
> to productivity (it takes a lot of scrolling to use).  It works well enough
> where I can respond to ticket before it escalates though. :)
>
> I think what some of us have been hoping for is the ability to design that
> interface using Remedy views and Mid Tier; eliminating the need to purchase
> more product (capital expense, annual support, more servers).  This would be
> good enough for some (us for example).  We have looked at Aeroprise, Mobile
> Reach, Navara many times over the years but we never get approval.  We even
> tried a POC with a Cisco partner to use VoIP wireless phones and web service
> calls from their appliance to Remedy.
>
> We have a number of use cases where mobility would help but when it comes
> down to it our hospitals, clinics and corporate offices are filled with
> computers that have a browser.  Our site support folks are told to just find
> an open machine. Mobility would be helpful but not enough to justify another
> product. The other side of the coin, is mobility helpful enough to justify
> the AR development work and maintenance?  Often times our Remedy team's
> developer and support resources are considered cost free so it would most
> likely be justified.
>
> Certainly some businesses need offline capabilities, mobile-centric
> security controls and the other features these solutions provide so there is
> still a market for these fine products.
>
> Jason
>
> On Wed, Sep 14, 2011 at 11:06 AM, John Sundberg <
> john.sundb...@kineticdata.com

Re: SDE versus ARS

[Jason Miller]

Robert,

Am I reading this right that you were in production less than a year before
the decision was made to move away from the full suite?  Can you share how
long it took to get into production?  It sounds like a very short
lived implementation.

Jason

On Wed, Sep 14, 2011 at 1:29 PM, Spangler Robert C CIV USSTRATCOM/JWAC <
rspan...@jwac.mil> wrote:

> Thanks for all the info.  We only have one external integration, no
> import/update jobs, no tables that have been exported and very few reports
> and no reporting server.  All of our end users are using the web interface
> at this point.  We only have 3 support people that are using the UT.  We are
> basically only using ARS as a ticketing and assets management platform.  We
> haven't been live long enough to get involved in Change, SRM and some of the
> other modules we wanted to use.
>
> Yes, we have to migrate the data.  We have had ARS version 7.5 up for
> almost one year at this point and management has told us that with our
> budget restrictions we can no longer afford ARS, no matter how long it takes
> to migrate.  We have to find a new, read less expensive, solution.  Given
> that we still have maintenance, we can get issues resolved in ARS while we
> work to identify, purchase and stand up a new system.  SDE was one option
> for us. I have also looked at some of the other players in the help desk
> arena along with open source solutions.  It sounds like it will be no easy
> task, but I figure at this point there is no easy solution out there.
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of William H. Du Chene
> Sent: Wednesday, September 14, 2011 2:20 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: SDE versus ARS
>
> **
> I have worked with both of them over the years and have a fair amount of
> experience with both products. There are a number of things that you should
> know and prepare for.
>
> I guess the first question is going to be: how deep down the rabbit hole do
> you want to go?
>
> Do you have any external integrations which make use of your ARSystem
> database? Do you have any import/update jobs (or the like) that make use of
> DTS/SSIS (or similar technology) which update records directly? Do you have
> any tables that have been exported for use in your database (with vendor
> forms) from external sources? Do you have a significant number of reports
> that query the database for data, or are you using a reporting server? Have
> you developed any applications which use the API to process data  - outside
> of the normal workflow (active link, filter, guide) paradigm?
>
> And the big question: Are you planning on migrating your existing data?
>
> Depending on how you have your installation set up and what your
> requirements are, a migration may well be a nightmare.
>
> If you switch platforms, the glaringly obvious stuff would be that all of
> your reports have to change, you'll have to recreate all of your user
> accounts (or your integration to the LDAP/AD), any packages for moving and
> updating data that your DBA might have set up, any custom views, database
> objects (SPs, UDFs), or API applications become useless and you will have to
> redo or retire them.
>
> Be prepared also that the database schemas between the application suites
> are different as well.
>
> For example, within the AR System, everyone knows that there are the
> "wonderfully insightful" T, H, and B tables to work with with all of the C
> columns inside that make an odd sort of sense once you get used to them. On
> the SDE side, throw that schema completely out the window because there are
> now _SMDBA_._CUSTOMER_ and _SMDBA_.TELMASTE_ tables to deal with. The
> "telmaste" table is actually the applications version of an incident table.
> The name makes a lot of sense. Go figure. Likewise, each user receives an
> account on the database server, and each group that is created automatically
> generates an entire series of views for each of the modules. Each group
> added, therefore, owns objects within the database.
>
> Behind the scenes, there are many, many differences which should be
> accounted for - carefully - before a migration comes to mind and that should
> be considered before making a choice.
>
> Likewise, if you have the UT installed in your environment, you will need
> to remove it from your desktops. (If your're running just the midtier for
> your users to use, this might not be an issue.) The SDE is web based. There
> is no desktop client to use (so if you have any desktop level automation
> going on, it's now useless also if you move).
>
> Superficially, the two products have some similarities - a ticket is still
> a ticket - but that is where the similarity ends.
>
> Finally, if I were in your shoes and they were talking about moving to
> another platform (in spite of how much I encourage people to find an open
> source solution, a low cost solution with another produ

Re: SDE versus ARS

[Spangler Robert C CIV USSTRATCOM/JWAC]

There was a 3 month window where we moved from version 4.5 (Yes you are reading 
the version correctly) to 7.6.  The admin that was working 4.5 was a little :-) 
resistant to move to a new version.  Right after we went live, there was a 
budget reduction and a RIF.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Wednesday, September 14, 2011 4:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: SDE versus ARS

** Robert,

Am I reading this right that you were in production less than a year before the 
decision was made to move away from the full suite?  Can you share how long it 
took to get into production?  It sounds like a very short lived implementation.

Jason


On Wed, Sep 14, 2011 at 1:29 PM, Spangler Robert C CIV USSTRATCOM/JWAC 
 wrote:


Thanks for all the info.  We only have one external integration, no 
import/update jobs, no tables that have been exported and very few reports and 
no reporting server.  All of our end users are using the web interface at this 
point.  We only have 3 support people that are using the UT.  We are basically 
only using ARS as a ticketing and assets management platform.  We haven't been 
live long enough to get involved in Change, SRM and some of the other modules 
we wanted to use.

Yes, we have to migrate the data.  We have had ARS version 7.5 up for 
almost one year at this point and management has told us that with our budget 
restrictions we can no longer afford ARS, no matter how long it takes to 
migrate.  We have to find a new, read less expensive, solution.  Given that we 
still have maintenance, we can get issues resolved in ARS while we work to 
identify, purchase and stand up a new system.  SDE was one option for us. I 
have also looked at some of the other players in the help desk arena along with 
open source solutions.  It sounds like it will be no easy task, but I figure at 
this point there is no easy solution out there.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of William H. Du Chene
Sent: Wednesday, September 14, 2011 2:20 PM
To: arslist@ARSLIST.ORG

Subject: Re: SDE versus ARS

**
I have worked with both of them over the years and have a fair amount 
of experience with both products. There are a number of things that you should 
know and prepare for.

I guess the first question is going to be: how deep down the rabbit 
hole do you want to go?

Do you have any external integrations which make use of your ARSystem 
database? Do you have any import/update jobs (or the like) that make use of 
DTS/SSIS (or similar technology) which update records directly? Do you have any 
tables that have been exported for use in your database (with vendor forms) 
from external sources? Do you have a significant number of reports that query 
the database for data, or are you using a reporting server? Have you developed 
any applications which use the API to process data  - outside of the normal 
workflow (active link, filter, guide) paradigm?

And the big question: Are you planning on migrating your existing data?

Depending on how you have your installation set up and what your 
requirements are, a migration may well be a nightmare.

If you switch platforms, the glaringly obvious stuff would be that all 
of your reports have to change, you'll have to recreate all of your user 
accounts (or your integration to the LDAP/AD), any packages for moving and 
updating data that your DBA might have set up, any custom views, database 
objects (SPs, UDFs), or API applications become useless and you will have to 
redo or retire them.

Be prepared also that the database schemas between the application 
suites are different as well.

For example, within the AR System, everyone knows that there are the 
"wonderfully insightful" T, H, and B tables to work with with all of the C 
columns inside that make an odd sort of sense once you get used to them. On the 
SDE side, throw that schema completely out the window because there are now 
_SMDBA_._CUSTOMER_ and _SMDBA_.TELMASTE_ tables to deal with. The "telmaste" 
table is actually the applications version of an incident table. The name makes 
a lot of sense. Go figure. Likewise, each user receives an account on the 
database server, and each group that is created automatically generates an 
entire series of views for each of the modules. Each group added, therefore, 
owns objects within the database.

Behind the scenes, there are many, many differences which should be 
accounted for - carefully - before a migration comes to mind and that should be 
considered before making a choice.

Likewise, if you have the UT installed in yo

Re: Has anyone used the browser on IPAD for Remedy applications?

[Jason Miller]

That is definitely a factor with BMC's decision to use Flash.  Hopefully
Flash isn't a long term solution.  But even with that, my Android does
support flash and the CI viewer does load (mostly) on my phone.  There are
basic AR/MT features that have problems such as menu selections, not being
able to get to Application List fields that drop off the side of the screen,
double clicking on table fields (the browser wants to zoom).

Jason

On Wed, Sep 14, 2011 at 12:58 PM, Joe Martin D'Souza wrote:

> **
>
> Isn't it mainly compatibility with Flash that creates this issue? So it may
> be the browsers not supporting flash that is the main issue..
>
> Joe
>
>  *From:* John Sundberg 
> *Sent:* Wednesday, September 14, 2011 2:06 PM
> *Newsgroups:* public.remedy.arsystem.general
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Has anyone used the browser on IPAD for Remedy
> applications?
>
> **
>
> I know this will sounds simple but.
>
> 1) In Kinetic -- Create an event on the "login button" on the login page to
> lowercase the ID before submit.
>
> 2) Fast/List thread crashing is an ARS issue -- sorry I can't help with
> that.
>
> 3) Enjoy!!!
>
>
>
> Kinetic should work just fine with your iCrap devices - as long as Kinetic
> client has a web connection to the Kinetic Request server.
>
> AND -- it should work with your iPalm and iBlackBerry too.
> (same caveat)
>
>
>
> BTW - I don't think this is the correct phrase:
> The browsers simply don’t support the mid-tier,
>
> it should be:
>  The MID-TIER simply don’t support the browsers,
>
>
> (I suspect Apple, etc... have never heard of MID-TIER -- and as such --
> could "never" build a client to support MID-TIER, they are tasked with
> building a "standards based client" -- indirectly "supporting" everything)
>
>
>
> Regardless of all of the above.
>
> I think the "right approach" is to build forms/processes etc... that are
> optimized for the client type. Again, Kinetic can build any screen strategy
> you want -- therefore it is the perfect approach for your mobile needs :)
>
>
> As - you do not have that style of control with MID-TIER -- you are "shit
> out of luck".
>
>
>
>
>
>
> -John
>
>
>
>  On Sep 14, 2011, at 10:10 AM, strauss wrote:
>
> **
>
> We have had little luck with the iPad (or other iCrap or android devices)
> as clients to ARS 7.6.04.01+.  The browsers simply don’t support the
> mid-tier, but then, the “fully supported” browsers have more than their
> share of problems as well (IE especially 9, Firefox 6 and Safari) and my
> mid-tiers has BMC band-aids all over them.  We have no iPads to test with
> but the University Bookstore has demos we have tried to use.  If you get far
> enough into mid-tier the lack of Flash kills you in ITSM, and you can’t
> logout (Safari and Chrome can’t do that anyway without a hotfix).  The iPad
> has an annoying habit of capitalizing your login name, which has caused us
> problems when trying to use Kinetic Request 5 against the 7.6.04.01 server
> which uses AREA to authenticate.  You can enter a request if you force the
> login to the correct case so that it will find your customer record, but
> when you logout the AR server has fast and list thread crashes!  Since
> neither Kinetic nor BMC has been any help on that one, we tell people who
> ask about using an iPad to keep using their desktops or laptops instead.**
> **
>
> 
>
> 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 *Jaffaree, Shamhoon
> *Sent:* Wednesday, September 14, 2011 9:46 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Has anyone used the browser on IPAD for Remedy applications?***
> *
>
> 
>
> ** 
>
> Hi ,
>
> We are trying to use Remedy applications (developed in house) on IPAD  thru
> the browser, but some of the functionalities don’t work such as menu
> selections, if anyone has tried it and did a workaround please update me.*
> ***
>
> Thanks
>
> *Shamhoon Zenath Jaffaree*
>
> Application Architect (Remedy)
>
> Dow Jones & Company
>
> Office:609-520-5890
>
> shamhoon.jaffa...@dowjones.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
>
>
>
>
>
>
>
>
>
> _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

Re: Has anyone used the browser on IPAD for Remedy applications?

[Meyer, Jennifer L]

I've found that the Dolphin Browser on an Android does work with ITSM-however, 
the screen doesn't scroll sideways.

Jennifer Meyer
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Wednesday, September 14, 2011 4:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Has anyone used the browser on IPAD for Remedy applications?

**
The lack of Flash is iCrap-only - android supports flash.  Even with Flash the 
android browser does not work with the mid-tier, especially the ITSM consoles 
(IF you can get in, you can't even log out of them...but that is also true on 
Safari on a Mac without a hotfix).

The iPad has its own unique problems; if as David says, capitalization is a 
global keyboard setting, turning it off globally to prevent it from 
capitalizing login names would make it next to useless for ALL other editing 
tasks.  It will be much wiser to set up something on the Kinetic Request-side, 
but I already chewed through all of my Kinetic developer's time (it's only a 
side job for the User Services Manager) fixing problems that appeared when we 
upgraded Kinetic from 4.x to 5.x.

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 Joe Martin D'Souza
Sent: Wednesday, September 14, 2011 2:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Has anyone used the browser on IPAD for Remedy applications?

**

Isn't it mainly compatibility with Flash that creates this issue? So it may be 
the browsers not supporting flash that is the main issue..

Joe

From: John Sundberg
Sent: Wednesday, September 14, 2011 2:06 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: Has anyone used the browser on IPAD for Remedy applications?

**

I know this will sounds simple but.

1) In Kinetic -- Create an event on the "login button" on the login page to 
lowercase the ID before submit.

2) Fast/List thread crashing is an ARS issue -- sorry I can't help with that.

3) Enjoy!!!



Kinetic should work just fine with your iCrap devices - as long as Kinetic 
client has a web connection to the Kinetic Request server.

AND -- it should work with your iPalm and iBlackBerry too.
(same caveat)



BTW - I don't think this is the correct phrase:
The browsers simply don't support the mid-tier,

it should be:
The MID-TIER simply don't support the browsers,


(I suspect Apple, etc... have never heard of MID-TIER -- and as such -- could 
"never" build a client to support MID-TIER, they are tasked with building a 
"standards based client" -- indirectly "supporting" everything)



Regardless of all of the above.

I think the "right approach" is to build forms/processes etc... that are 
optimized for the client type. Again, Kinetic can build any screen strategy you 
want -- therefore it is the perfect approach for your mobile needs :)


As - you do not have that style of control with MID-TIER -- you are "shit out 
of luck".






-John



On Sep 14, 2011, at 10:10 AM, strauss wrote:

**
We have had little luck with the iPad (or other iCrap or android devices) as 
clients to ARS 7.6.04.01+.  The browsers simply don't support the mid-tier, but 
then, the "fully supported" browsers have more than their share of problems as 
well (IE especially 9, Firefox 6 and Safari) and my mid-tiers has BMC band-aids 
all over them.  We have no iPads to test with but the University Bookstore has 
demos we have tried to use.  If you get far enough into mid-tier the lack of 
Flash kills you in ITSM, and you can't logout (Safari and Chrome can't do that 
anyway without a hotfix).  The iPad has an annoying habit of capitalizing your 
login name, which has caused us problems when trying to use Kinetic Request 5 
against the 7.6.04.01 server which uses AREA to authenticate.  You can enter a 
request if you force the login to the correct case so that it will find your 
customer record, but when you logout the AR server has fast and list thread 
crashes!  Since neither Kinetic nor BMC has been any help on that one, we tell 
people who ask about using an iPad to keep using their desktops or laptops 
instead.

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 Jaffaree, Shamhoon
Sent: Wednesday, September 14, 2011 9:46 AM
To: arslist@ARSLIST.ORG
Subject: Has anyone used the browser on IPAD for Remedy applications?

**
Hi ,
We are trying to use Remedy applications (developed in house) on IPAD  thru the 
browser, but some of the functionalities don't work such as menu selections, if 
anyone has tried it and did a workaround please update me.
Thanks
Shamhoon Zen

Re: Has anyone used the browser on IPAD for Remedy applications?

[Joe Martin D'Souza]

Does it work on an iPhone that has Dolphin installed?

Joe

From: Meyer, Jennifer L 
Sent: Wednesday, September 14, 2011 4:41 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: Has anyone used the browser on IPAD for Remedy applications?

** 
I’ve found that the Dolphin Browser on an Android does work with ITSM—however, 
the screen doesn’t scroll sideways.



Jennifer Meyer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Wednesday, September 14, 2011 4:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Has anyone used the browser on IPAD for Remedy applications?



** 

The lack of Flash is iCrap-only – android supports flash.  Even with Flash the 
android browser does not work with the mid-tier, especially the ITSM consoles 
(IF you can get in, you can’t even log out of them…but that is also true on 
Safari on a Mac without a hotfix).



The iPad has its own unique problems; if as David says, capitalization is a 
global keyboard setting, turning it off globally to prevent it from 
capitalizing login names would make it next to useless for ALL other editing 
tasks.  It will be much wiser to set up something on the Kinetic Request-side, 
but I already chewed through all of my Kinetic developer’s time (it’s only a 
side job for the User Services Manager) fixing problems that appeared when we 
upgraded Kinetic from 4.x to 5.x.



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 Joe Martin D'Souza
Sent: Wednesday, September 14, 2011 2:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Has anyone used the browser on IPAD for Remedy applications?



** 



Isn't it mainly compatibility with Flash that creates this issue? So it may be 
the browsers not supporting flash that is the main issue..



Joe



From: John Sundberg 

Sent: Wednesday, September 14, 2011 2:06 PM

Newsgroups: public.remedy.arsystem.general

To: arslist@ARSLIST.ORG 

Subject: Re: Has anyone used the browser on IPAD for Remedy applications?



** 



I know this will sounds simple but. 



1) In Kinetic -- Create an event on the "login button" on the login page to 
lowercase the ID before submit.



2) Fast/List thread crashing is an ARS issue -- sorry I can't help with that.



3) Enjoy!!!







Kinetic should work just fine with your iCrap devices - as long as Kinetic 
client has a web connection to the Kinetic Request server.



AND -- it should work with your iPalm and iBlackBerry too.

(same caveat)







BTW - I don't think this is the correct phrase:

The browsers simply don’t support the mid-tier,



it should be:

The MID-TIER simply don’t support the browsers,





(I suspect Apple, etc... have never heard of MID-TIER -- and as such -- could 
"never" build a client to support MID-TIER, they are tasked with building a 
"standards based client" -- indirectly "supporting" everything)







Regardless of all of the above. 



I think the "right approach" is to build forms/processes etc... that are 
optimized for the client type. Again, Kinetic can build any screen strategy you 
want -- therefore it is the perfect approach for your mobile needs :)





As - you do not have that style of control with MID-TIER -- you are "shit out 
of luck".













-John







On Sep 14, 2011, at 10:10 AM, strauss wrote:


** 

We have had little luck with the iPad (or other iCrap or android devices) as 
clients to ARS 7.6.04.01+.  The browsers simply don’t support the mid-tier, but 
then, the “fully supported” browsers have more than their share of problems as 
well (IE especially 9, Firefox 6 and Safari) and my mid-tiers has BMC band-aids 
all over them.  We have no iPads to test with but the University Bookstore has 
demos we have tried to use.  If you get far enough into mid-tier the lack of 
Flash kills you in ITSM, and you can’t logout (Safari and Chrome can’t do that 
anyway without a hotfix).  The iPad has an annoying habit of capitalizing your 
login name, which has caused us problems when trying to use Kinetic Request 5 
against the 7.6.04.01 server which uses AREA to authenticate.  You can enter a 
request if you force the login to the correct case so that it will find your 
customer record, but when you logout the AR server has fast and list thread 
crashes!  Since neither Kinetic nor BMC has been any help on that one, we tell 
people who ask about using an iPad to keep using their desktops or laptops 
instead.



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 Jaffaree, Shamhoon
Sent: Wednesday, September 14, 2011 9:46 AM
To: arslist@ARSLIST.ORG
Subject: Has anyone used the browser on IPAD for Rem

Re: Has anyone used the browser on IPAD for Remedy applications?

[Meyer, Jennifer L]

I couldn’t say.  I have Android.

Jennifer Meyer
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Wednesday, September 14, 2011 4:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: Has anyone used the browser on IPAD for Remedy applications?

**

Does it work on an iPhone that has Dolphin installed?

Joe

From: Meyer, Jennifer L
Sent: Wednesday, September 14, 2011 4:41 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: Has anyone used the browser on IPAD for Remedy applications?

**
I’ve found that the Dolphin Browser on an Android does work with ITSM—however, 
the screen doesn’t scroll sideways.

Jennifer Meyer
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Wednesday, September 14, 2011 4:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Has anyone used the browser on IPAD for Remedy applications?

**
The lack of Flash is iCrap-only – android supports flash.  Even with Flash the 
android browser does not work with the mid-tier, especially the ITSM consoles 
(IF you can get in, you can’t even log out of them…but that is also true on 
Safari on a Mac without a hotfix).

The iPad has its own unique problems; if as David says, capitalization is a 
global keyboard setting, turning it off globally to prevent it from 
capitalizing login names would make it next to useless for ALL other editing 
tasks.  It will be much wiser to set up something on the Kinetic Request-side, 
but I already chewed through all of my Kinetic developer’s time (it’s only a 
side job for the User Services Manager) fixing problems that appeared when we 
upgraded Kinetic from 4.x to 5.x.

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 Joe Martin D'Souza
Sent: Wednesday, September 14, 2011 2:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Has anyone used the browser on IPAD for Remedy applications?

**

Isn't it mainly compatibility with Flash that creates this issue? So it may be 
the browsers not supporting flash that is the main issue..

Joe

From: John Sundberg
Sent: Wednesday, September 14, 2011 2:06 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: Has anyone used the browser on IPAD for Remedy applications?

**

I know this will sounds simple but.

1) In Kinetic -- Create an event on the "login button" on the login page to 
lowercase the ID before submit.

2) Fast/List thread crashing is an ARS issue -- sorry I can't help with that.

3) Enjoy!!!



Kinetic should work just fine with your iCrap devices - as long as Kinetic 
client has a web connection to the Kinetic Request server.

AND -- it should work with your iPalm and iBlackBerry too.
(same caveat)



BTW - I don't think this is the correct phrase:
The browsers simply don’t support the mid-tier,

it should be:
The MID-TIER simply don’t support the browsers,


(I suspect Apple, etc... have never heard of MID-TIER -- and as such -- could 
"never" build a client to support MID-TIER, they are tasked with building a 
"standards based client" -- indirectly "supporting" everything)



Regardless of all of the above.

I think the "right approach" is to build forms/processes etc... that are 
optimized for the client type. Again, Kinetic can build any screen strategy you 
want -- therefore it is the perfect approach for your mobile needs :)


As - you do not have that style of control with MID-TIER -- you are "shit out 
of luck".






-John



On Sep 14, 2011, at 10:10 AM, strauss wrote:

**
We have had little luck with the iPad (or other iCrap or android devices) as 
clients to ARS 7.6.04.01+.  The browsers simply don’t support the mid-tier, but 
then, the “fully supported” browsers have more than their share of problems as 
well (IE especially 9, Firefox 6 and Safari) and my mid-tiers has BMC band-aids 
all over them.  We have no iPads to test with but the University Bookstore has 
demos we have tried to use.  If you get far enough into mid-tier the lack of 
Flash kills you in ITSM, and you can’t logout (Safari and Chrome can’t do that 
anyway without a hotfix).  The iPad has an annoying habit of capitalizing your 
login name, which has caused us problems when trying to use Kinetic Request 5 
against the 7.6.04.01 server which uses AREA to authenticate.  You can enter a 
request if you force the login to the correct case so that it will find your 
customer record, but when you logout the AR server has fast and list thread 
crashes!  Since neither Kinetic nor BMC has been any help on that one, we tell 
people who ask about using an iPad to keep using their desktops or laptops 
instead.

Christopher Strauss, Ph

Re: Has anyone used the browser on IPAD for Remedy applications?

[Pierson, Shawn]

Recently I read that Adobe was developing technology that could display flash 
(I think somehow rendering it server side) for Apple devices, although 
hopefully with Steve Jobs stepping down Apple will decide to go ahead and allow 
Flash.

By the way, both the stock iPhone and Android web browsers are based on webkit, 
as well as Chrome and Safari on the desktops.  It seems like it would be 
relatively simple to develop a standard interface for all mobile devices 
compared to how it was even just a few years ago.  I've seen some slick mobile 
sites that have decent features even if they aren't as flashy (pun intended) as 
the 7.6.4 Mid Tier.  Mobile devices are content consumers more than content 
creators, so the focus in designing a mobile Mid Tier should focus primarily on 
obtaining information, and much less on input of new information.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Wednesday, September 14, 2011 3:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Has anyone used the browser on IPAD for Remedy applications?

** That is definitely a factor with BMC's decision to use Flash.  Hopefully 
Flash isn't a long term solution.  But even with that, my Android does support 
flash and the CI viewer does load (mostly) on my phone.  There are basic AR/MT 
features that have problems such as menu selections, not being able to get to 
Application List fields that drop off the side of the screen, double clicking 
on table fields (the browser wants to zoom).

Jason
On Wed, Sep 14, 2011 at 12:58 PM, Joe Martin D'Souza 
mailto:jdso...@shyle.net>> wrote:
**

Isn't it mainly compatibility with Flash that creates this issue? So it may be 
the browsers not supporting flash that is the main issue..

Joe

From: John Sundberg
Sent: Wednesday, September 14, 2011 2:06 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: Has anyone used the browser on IPAD for Remedy applications?

**

I know this will sounds simple but.

1) In Kinetic -- Create an event on the "login button" on the login page to 
lowercase the ID before submit.

2) Fast/List thread crashing is an ARS issue -- sorry I can't help with that.

3) Enjoy!!!



Kinetic should work just fine with your iCrap devices - as long as Kinetic 
client has a web connection to the Kinetic Request server.

AND -- it should work with your iPalm and iBlackBerry too.
(same caveat)



BTW - I don't think this is the correct phrase:
The browsers simply don't support the mid-tier,

it should be:
The MID-TIER simply don't support the browsers,


(I suspect Apple, etc... have never heard of MID-TIER -- and as such -- could 
"never" build a client to support MID-TIER, they are tasked with building a 
"standards based client" -- indirectly "supporting" everything)



Regardless of all of the above.

I think the "right approach" is to build forms/processes etc... that are 
optimized for the client type. Again, Kinetic can build any screen strategy you 
want -- therefore it is the perfect approach for your mobile needs :)


As - you do not have that style of control with MID-TIER -- you are "shit out 
of luck".






-John



On Sep 14, 2011, at 10:10 AM, strauss wrote:

**
We have had little luck with the iPad (or other iCrap or android devices) as 
clients to ARS 7.6.04.01+.  The browsers simply don't support the mid-tier, but 
then, the "fully supported" browsers have more than their share of problems as 
well (IE especially 9, Firefox 6 and Safari) and my mid-tiers has BMC band-aids 
all over them.  We have no iPads to test with but the University Bookstore has 
demos we have tried to use.  If you get far enough into mid-tier the lack of 
Flash kills you in ITSM, and you can't logout (Safari and Chrome can't do that 
anyway without a hotfix).  The iPad has an annoying habit of capitalizing your 
login name, which has caused us problems when trying to use Kinetic Request 5 
against the 7.6.04.01 server which uses AREA to authenticate.  You can enter a 
request if you force the login to the correct case so that it will find your 
customer record, but when you logout the AR server has fast and list thread 
crashes!  Since neither Kinetic nor BMC has been any help on that one, we tell 
people who ask about using an iPad to keep using their desktops or laptops 
instead.

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 Jaffaree, 
Shamhoon
Sent: Wednesday, September 14, 2011 9:46 AM
To: arslist@ARSLIST.ORG
Subject: Has anyone used the browser on IPAD for Remedy applications?

**
Hi ,
We are trying to use Remedy applications (developed in

Re: Importing data into archive form overlay...

[Misi Mladoniczky]

Hi,

Yes it does, doesn't it!?

I have not submitted this to support yet, it is kind of complicated, as I
need to get through my support-supplier before getting to BMC. That is how
it usually works here in Europe...

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

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

> Hi Misi
>
> Seems like a bug to me...
> What does BMC Support said about this?
>
> -Guillaume
> 
> From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG]
> on behalf of Misi Mladoniczky [m...@rrr.se]
> Sent: Wednesday, September 14, 2011 11:23 AM
> To: arslist@ARSLIST.ORG
> Subject: Importing data into archive form overlay...
>
> Hi,
>
> I am finding it very hard to automate data import into overlaid archive
> forms. This is important though, when you want a complete data migration
> tool. In this case RRR|Chive.
>
> For audit-forms it is somewhat straight forward:
> 1. disable audit on the parent base-form (not the overlay-form)
> 2. import data into audit-form
> 3. enable audit again
>
> For archive-forms this does not work, as the overlaid base-form seems to
> "remember" the connection:
> 1. disable archive on base-form (not the overlay-form)
> 2. import data into archive-form
> =>
> ARMergeEntry(server=ars764test, form=regrtest21archive,
> entry=002)
>   API CALL SEVERITY: AR_RETURN_ERROR, failure, status contains details
>   ARStatusList: contains 1 messages
>   Number: ARERR 8998
>   Message: Cannot modify or create entries in an Archive or Audit form.
>   Append:
>
> I have tried to disable archiving on the the overlay-form instead, but
> this is not a possible operation. If you do it via Developer Studio, this
> is grayed out.
>
> The only way to do this via Dev Studio is:
> 1. disable archive on base-form (not the overlay-form)
> 2. change to best-practice-development mode and delete the archive-form
> (make it non-overlay)
> 3. import data into the archive form
> 4. re-enable archive on the base-form
>
> It would be SO MUCH easier if there were an option to ARMergeEntry (import
> data) that allowed you to import records...
>
> 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.
>
> ___
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> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
>
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Re: Importing data into archive form overlay...

[Misi Mladoniczky]

Hi,

I just need to add one thing, and that is that I am on 7.6.04 (obviously)
SP1.

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

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

> Hi Misi
>
> Seems like a bug to me...
> What does BMC Support said about this?
>
> -Guillaume
> 
> From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG]
> on behalf of Misi Mladoniczky [m...@rrr.se]
> Sent: Wednesday, September 14, 2011 11:23 AM
> To: arslist@ARSLIST.ORG
> Subject: Importing data into archive form overlay...
>
> Hi,
>
> I am finding it very hard to automate data import into overlaid archive
> forms. This is important though, when you want a complete data migration
> tool. In this case RRR|Chive.
>
> For audit-forms it is somewhat straight forward:
> 1. disable audit on the parent base-form (not the overlay-form)
> 2. import data into audit-form
> 3. enable audit again
>
> For archive-forms this does not work, as the overlaid base-form seems to
> "remember" the connection:
> 1. disable archive on base-form (not the overlay-form)
> 2. import data into archive-form
> =>
> ARMergeEntry(server=ars764test, form=regrtest21archive,
> entry=002)
>   API CALL SEVERITY: AR_RETURN_ERROR, failure, status contains details
>   ARStatusList: contains 1 messages
>   Number: ARERR 8998
>   Message: Cannot modify or create entries in an Archive or Audit form.
>   Append:
>
> I have tried to disable archiving on the the overlay-form instead, but
> this is not a possible operation. If you do it via Developer Studio, this
> is grayed out.
>
> The only way to do this via Dev Studio is:
> 1. disable archive on base-form (not the overlay-form)
> 2. change to best-practice-development mode and delete the archive-form
> (make it non-overlay)
> 3. import data into the archive form
> 4. re-enable archive on the base-form
>
> It would be SO MUCH easier if there were an option to ARMergeEntry (import
> data) that allowed you to import records...
>
> 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.
>
> ___
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> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
>
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Re: Approval Server

[Hyunkel v2.0]

I did it. The good news is that now it don't get stucked waiting fo approvals. 
No Remedy Application Service Approves the CR automatically besides the 
Approval process is set to require at least one approval.
 
As always your help will be highly appreciated.



Hugo Ruesga 
Software Development Advisor
MX +52 (33) 3808.9148
P Please consider the environment before printing this email

The information contained in and transferred with this electronic message is 
intended only for the recipient(s) designated above, it is protected by law and 
it may contain information which is privileged and confidential. If you are not 
the intended recipient, please do not read, copy, or use it, and do not 
disclose it to others. Please notify the sender of the delivery error by 
replying to this message, and then delete it from your system. Thank you.



 




Date: Wed, 14 Sep 2011 11:12:34 -0500
From: tommy.mor...@radioshack.com
Subject: Re: Approval Server
To: arslist@ARSLIST.ORG

** 






Set the Approval For* to Group. 
Set the Group Name as“HR Group”.
Next make sure that the members of the “HR Group” have a Role of Change 
Approver in their People Records. 
This will create an approval record that can be approved by any of the Change 
Approvers for that Group.
 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hyunkel v2.0
Sent: Wednesday, September 14, 2011 10:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Approval Server
 
** 
This is how it looks one of the mappings, the rest of the users looks exactly 
the same.

Hugo Ruesga 
Software Development Advisor
MX +52 (33) 3808.9148
P Please consider the environment before printing this email

The information contained in and transferred with this electronic message is 
intended only for the recipient(s) designated above, it is protected by law and 
it may contain information which is privileged and confidential. If you are not 
the intended recipient, please do not read, copy, or use it, and do not 
disclose it to others. Please notify the sender of the delivery error by 
replying to this message, and then delete it from your system. Thank you.
 

  




Date: Wed, 14 Sep 2011 10:13:10 -0500
From: tommy.mor...@radioshack.com
Subject: Re: Approval Server
To: arslist@ARSLIST.ORG

** 

What does your approval mapping look like? (great time to use the attachment 
capability of the list).
 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hyunkel v2.0
Sent: Wednesday, September 14, 2011 9:18 AM
To: arslist@ARSLIST.ORG
Subject: Approval Server
 
** 
Listers;
 
I've been working with the approval server in order to configure a single 
process to let only one person (member of a group of approvers) approve a CR to 
move forward to the implementation in progress phase, but I can't make it. 
Brief overview.
 
I have the CR for onboarding users, this must be approved by HR staff (3 
members) but for business approval it only requires one approval (of those 3 
members) The approval phase is Business Approval - No Impact.
 
I've created (so far)
 
The support group
The approval process
The rules for the approval process
The approval mappings
 
However It doesn't work; is there any document or specific process and 
considerations to make it? (NOTE: I've already read the BMC Change Management 
guide for approval, and also approval manuals).
 
Thanks,

Hugo Ruesga 
Software Development Advisor
MX +52 (33) 3808.9148
P Please consider the environment before printing this email

The information contained in and transferred with this electronic message is 
intended only for the recipient(s) designated above, it is protected by law and 
it may contain information which is privileged and confidential. If you are not 
the intended recipient, please do not read, copy, or use it, and do not 
disclose it to others. Please notify the sender of the delivery error by 
replying to this message, and then delete it from your system. Thank you.
 
_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"_ 
  
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Error encountered while executing a Web Service : ; nested exception is: java.net.ConnectException: A remote host refused an attempted connect operation. (ARERR 9130)

[DDussie]

Hello, 

Has anyone seen this error and can provide a solution/point in direction how
to troubleshoot.

Error encountered while executing a Web Service : ; nested exception is:
java.net.ConnectException: A remote host refused an attempted
connect operation. (ARERR 9130)

we have created a webservice that is trying to connect
http://service:port/etc..


ARSERVER 7.5 Patch 4
UNIX 6.1
JAVA 1.5
ORACLE 10g
MIDTIER 7.5p4
WEBSPHERE 6.1
Appropriate firewall ports are open. 

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Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: For those who know Mike McCourt

[Howard Richter]

That is great news!

Sent from my iPhone 4

On Sep 14, 2011, at 3:54 PM, Joe Martin D'Souza  wrote:

> **
> That’s good news!
>  
> Joe
>  
> From: Rick Cook
> Sent: Wednesday, September 14, 2011 12:15 PM
> Newsgroups: public.remedy.arsystem.general
> To: arslist@ARSLIST.ORG
> Subject: Re: For those who know Mike McCourt
>  
> ** Good news!  Mike is recovering from surgery.  He still has a road to full 
> recovery, and will be in the hospital for another couple of weeks, but his 
> body appears to be cooperating.  Thanks to all for thoughts and prayers.
> 
> Rick
> 
> On Tue, Sep 13, 2011 at 9:30 AM, Rick Cook  wrote:
> A few days ago, Mike suffered a sudden brain aneurism.  He is in the 
> hospital, and is scheduled to undergo surgery soon.  If anyone out there has 
> thoughts or prayers they would like to direct toward Mike and his family as 
> they go through this, both they and his Rapid Technologies "family" would 
> appreciate that.
> 
> Thanks!
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

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Turning off Sandbox for the CMDB

[Tricia]

We are facing a major problem with our CMDB (Asset Management 7.5, ARS
7.5). The CIs are being renamed to Sandbox Create at random times. It
is happening with great frequency and BMC Support has no idea how to
resolve it.

We are not using the CMDB with any discovery tools or any data
imports. So I am planning on turning off the Sandbox feature. Are
there any issue I should be aware of? Has anyone else done this?

Thanks
Tricia

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Re: Can we disable the ARSWARN 1200 (No Records Matched) error?

[Shiju John]

Thanks Joe.
I will check these options.
Thank you once again :).

On Wed, Sep 14, 2011 at 9:47 PM, Joe Martin D'Souza wrote:

> **
>
> I hit send too early.
>
> A slightly advanced way would be to set $LASTCOUNT$ to another temp field.
> If the value is 0 no match is found.. If it is 1 there is a single record
> matching that search criteria.. If the value is greater than 1, there are
> multiple matches..
>
> In case of a single match you can set the contents of whatever you want to
> set directly.. In case of multiple match, open a dialog box with a table
> field having the same search criteria.. In case of the value being 0,
> display whatever custom message you want to display – like no incidents
> match this blah blah blah or no people records were found matching this blah
> blah blah
>
> Joe
>
>  *From:* Joe Martin D'Souza 
> *Sent:* Wednesday, September 14, 2011 2:42 PM
> *To:* ARS List 
> *Subject:* Re: Can we disable the ARSWARN 1200 (No Records Matched) error?
>
>
> Depending on what you want to do, you can ‘bypass’ this through native
> workflow.. For the same search condition that returns a no match error,
> perform a search to set the request ID or a unique identifier to a temporary
> field. This field would then tell you if records exist or not.. matching
> records exist this field will not be null. If no records exist it will be
> null..
>
> You can use this information to go forward from there..
>
> Joe
>
>  *From:* Shiju John 
> *Sent:* Wednesday, September 14, 2011 8:26 AM
> *Newsgroups:* public.remedy.arsystem.general
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Can we disable the ARSWARN 1200 (No Records Matched) error?
>
> **
> Actually in my scenario, I have a read only form which has two fields and a
> button. Based on the values entered in the fields I am doing some
> calculations(SQL Query as well as table looping) and populating the
> read-only fields below. I am able to perform this, but at the end I am
> getting a warning message - ARSWARN 1200, which is of no meaning, since the
> current form is a read-only form.
> Hence I was thinking of just disabling that warning message.
>
> But right now my doubt is that, any how that warning message is thrown
> through remedy work flows only. Then why are they not tracked in the logs?
> If I can get the work flow name i can just remove my read-only form's name
> from the 'Associated Forms'. :)
>
> Thanks,
> Shiju
>
> On Wed, Sep 14, 2011 at 3:21 PM, Matt Laurenceau <
> matt.laurenc...@gmail.com> wrote:
>
>> This is native in AR System.
>> I believe you can change the wording with "AR System Message Catalog"
>> form.
>> If you fully remove this msg (in case it's possible), what feedback will
>> you send to the user?
>>
>> Thanks,
>>
>> Matt Laurenceau
>> Senior Community Ambassador, BMC Communities
>> matthieu_laurenc...@bmc.com
>> Follow me @Matt_L
>> Skype: matt.laurenceau
>>
>>
>> On 14 sept. 2011, at 13:22, Shiju John  wrote:
>>
>> > **
>>  > Hi,
>> > Is there any option to disable the ARSWARN 1200 Message - which is
>> displayed when No Records are matched on a search.
>> >
>> > Please help me in tracking the workflow names which are responsible for
>> these default messages, as these are not tracked in either client side or
>> server side logs.
>> >
>> > Thanks and Regards,
>> > Shiju John
>> > _attend WWRUG11 www.wwrug.com  ARSlist: "Where the Answers Are"_
>>
>>
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>
>
>
> --
>
> Thanks and Regards,
> Shiju John
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>



-- 

Thanks and Regards,
Shiju John

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Spell Check in Remedy

[Bhupesh Gupta]

Dear All,

We have a requirement here that when the user is submitting the ticket by
browser and the support person is working on it. They need spell check on
character fields.


Please let me know your thoughts.

-- 
Regards,
Bhupesh Gupta

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Re: Error encountered while executing a Web Service : ; nested exception is: java.net.ConnectException: A remote host refused an attempted connect operation. (ARERR 9130)

[Misi Mladoniczky]

Hi,

Apparently the tcp-port you are connecting to rejects the connection. Or
you may have a firewall in between that prevents connection. This can have
various reasons.

Try doing a telnet to the host/port from both the server and your pc.

The actual "http://service:port/etc..."; will tell you which hos (service)
and which port to connect to. The things after that is not important at
this point. If you do not see a ":port", it is port 80 that is accessed.

For example:
telnet servicehostname 80

If you get a "connection refused" you have replicated the problem.

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.

> Hello,
>
> Has anyone seen this error and can provide a solution/point in direction
> how
> to troubleshoot.
>
> Error encountered while executing a Web Service : ; nested exception is:
> java.net.ConnectException: A remote host refused an attempted
> connect operation. (ARERR 9130)
>
> we have created a webservice that is trying to connect
> http://service:port/etc..
>
>
> ARSERVER 7.5 Patch 4
> UNIX 6.1
> JAVA 1.5
> ORACLE 10g
> MIDTIER 7.5p4
> WEBSPHERE 6.1
> Appropriate firewall ports are open.
>
> --
> View this message in context:
> http://ars-action-request-system.1093659.n2.nabble.com/Error-encountered-while-executing-a-Web-Service-nested-exception-is-java-net-ConnectException-A-remo-tp6794704p6794704.html
> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
>
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Re: Spell Check in Remedy

[Matt Laurenceau]

Hi Gupta. 

Spell check seems to be native now, provided by the browser, I see it in FF at 
least (I'm not an IE user)

Cheers,

Matt Laurenceau
Senior Community Ambassador, BMC Communities
matthieu_laurenc...@bmc.com
Follow me @Matt_L
Skype: matt.laurenceau


On 15 sept. 2011, at 08:16, Bhupesh Gupta  wrote:

> **
> Dear All,
>  
> We have a requirement here that when the user is submitting the ticket by 
> browser and the support person is working on it. They need spell check on 
> character fields.
>  
> 
> Please let me know your thoughts.
>  
> -- 
> Regards,
> Bhupesh Gupta
> _attend WWRUG11 www.wwrug.com  ARSlist: "Where the Answers Are"_

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