SRM 7.6.03 - error with handling attachments - more info

[Marek B.]

Hi,
Upon further investigation turned out that described situations occurs only
when
CAI plugin is registerd to the private queue which has more then 1 thread.

Having it configured like this:

Type RPCmin  max
*Private 390694 1 1*
*
*
*and in CAI Plugin Registy:*

*Private Queue **390694, *
*Number of Threads 2 *
doesn't cause any errors.

This queue is dedicated for the CAI plugin.

Any tips for the correct setting? (having only one thread is not acceptable)

thanks,
Marek




---

Hi,
When the attachment is added to the service request form I'm supposed to
see a note in the work info of the fulfilment application just to refer to
the service request for the attachment.
But it doesn't work. There is no log in the work info.
No matter if it's standard or advanced form and the fulfilment application
is incident or work order.
I'm pretty sure that there was no customization to the workflow.

If I look into the CAI:Events form there is that entry (Event:
SRM_OUT_UPDATE_APP_REQUEST_WORKLOG) with the error message:
99011: "There is no entry matching qualification. Update failed.", "";

and the arjavaplugin log displays:
ERROR [pool-2-thread-1]
com.bmc.itsm.cai.filterapi.cai.worker.UpdateEventWorker
(UpdateEventWorker.java:59) - Qualification of Update
Event:SR001a648a8258J8OfTgAGJK5AVbCh matches 0 entries, there is nothing to
update

several times. So all the retries of updating failed.

I can make it work by modifying that entry (changing the value of
RetryCounter) from CAI:Events -then the log in the work info appears

The question is why at the time of workflow the CAI mechanism cannot find
the proper record.

thanks,
Marek

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Re: Consuming Web Service not WSDL

[LJ LongWing]

I think this would be a good use of a Perl or Java plugin…the values needed 
could be passed as input…the libraries can do their needed work and provide the 
output back to remedy.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Chintan Shah
Sent: Thursday, November 03, 2011 12:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Consuming Web Service not WSDL

 

** 

Hi John,

 

No, I have not tried doing that using in built Remedy workflow. 

 

How many values do you need to parse? The below approach might work if your 
data-set that needs to be parsed is less.

 

There are JSON parsers available outside of Remedy(like 
http://code.google.com/p/google-gson/).

 

1. Make a call using $PROCESS$ to external HTTP Client from an Active 
Link(using java or perl or whichever language you feel comfortable with) which 
would in-turn call ur REST Web-service by building URL.

2.  Parse the returned JSON object. There are libraries available for this.

3. Return the data back to Remedy.

 

e.g. Lets say you want to get contact name and phone # of an employee by 
supplying employee ID in INPUT Parameter of REST URL(which looks like this 
http://abc.com/employeeid/).

 

1. Set Fields on "Common Data field":Run An Active Link with following (you are 
providing employee id as an argument to HTTP Client)

$PROCESS$:@@ GetEmployeeInfo.jar $employeeid$

2. GetEmployee.jar would do this.

  a) Construct URL by appending employee id after the last 
"/".e.g.(http://abc.com/employeeid/12345 where 12345 is argument passed from 
Remedy)

  b) Send the request.

  c) JSON Parser would extract the contact name and phone # on JSON 
Response.

  d) Return data back with some kind of separator to Remedy.

3. When data is returned back use SUBSTRC(and maybe a few other functions to 
parse out delimiter) to populate data from "Common Data field" to 2 separate 
fields.

 

Now, if there are more than 2 fields, I would suggest you do it in a filter as 
a Run Process and then later update the record. Although it will be a little 
cumbersome since you will need to use Remedy API or Web-services to first get 
the employee ID from Remedy, use it, build URL, call REST web-service, parse 
JSON Response, send result set by updating individual fields to Remedy record.

 

Hope this helps.

 

Thanks

Chintan.

 

  _  

From: "Reiser, John J" 
To: arslist@ARSLIST.ORG
Sent: Wednesday, November 2, 2011 2:19 PM
Subject: Re: Consuming Web Service not WSDL

Chintan,
I have a similar request.
I am trying to interface with a REST API which can display the returned values 
in JSON? or XML. There is no WSDl available to load.
The administrator of the site replied to my request for the WSDL location with 
"We are using REST, so you don’t need a WSDL file to make a REST web service 
call.  You just need to make a URL call."

Is there a simple way to retrieve and parse the resulting XML output so I can 
populate fields in Remedy ARS from an Active Link  or Filter?
Thank you,
John Reiser 
LMCO

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Re: Request for Comments

[LJ LongWing]

Completely agree, Remedy would need enhancements to handle the complex
nature of Web Service calls internally.but I agree with Richard that we
don't want to be making WS calls internally..the overhead of that would be
huge to have apps on the same server communicating with each other through
MidTier..

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: Wednesday, November 02, 2011 2:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Request for Comments

 

** I see limitations to the form approach that could be counter productive
and/or limiting.  xml (encapsulated in a web service) provides a richer set
of capabilities to describe, store, and validate data.  For instance, if one
of the services to get a list of things, be it incidents, changes, tasks,
etc., a single response could be returned as an xml document.  Part of the
request could be what to query on, the other part of the request could be
what to return.  The same for a service like "create an incident", it could
handle any number of tasks, work info records, related items, etc. that are
desired at create time.  I don't see an easy or good way to achieve similar
results using a form.  Again, I would expect this to all be native within
AR, a new type of workflow action, if apps are to consume services from one
another.  Some type of interface where, within the workflow, you could
browse the available services (and why stop at just Remedy services) and
select the appropriate one and view the definition of the service.  This is
not so far from the current web service implementation, but a richer set of
capabilities would be required.

 

Axton Grams

On Wed, Nov 2, 2011 at 2:55 PM, Richard Baird 
wrote:

That works for me Axton. If they wanted to get even fancier, they could
implement it via the "Interface Form" model I described, and have the saving
of the form (along with it's attached/embedded XML legal operations,
exceptions, etc...) automatically create and publish the web service.

That way every integration method/mechanism would have the same behaviour,
because it would be based on the same source (the "Interface Form" for the
specific interface)


Cheers!

Subject: Re: Request for Comments

From: Axton 
Reply-To: arslist@ARSLIST.ORG
Date: Wed, 2 Nov 2011 14:45:38 -0500

** I envisioned the interfaces implemented as web services, not as an API.

A web service layer makes plugging into other things easier.  One of the
drivers for me starting this conversation is what I see many of the cloud
providers offering and leveraging as their interfaces into and out of their
applications.  I have some exposure to the service oriented architecture as
well, which plays into this paradigm nicely.


If, within Remedy, all the interfaces were exposed as web services and
Remedy had a native way to consumer those web service based interfaces, it
opens the door nicely for other things to operate at that level.  Web
services seem to be a common method of integration in the cloud space.  SOA
infrastructure deployments seem to be in their infancy, but I see them
gaining traction, as long as they are capable of delivering on their value
proposition.
http://www.zapthink.com/2005/01/27/the-roi-of-soa/


The lifecycle around services is pretty well defined in this space as well.
http://www.soablueprint.com/whitepapers/SOAPGPart3.pdf


Axton Grams


On Wed, Nov 2, 2011 at 2:20 PM, Richard Baird 
wrote:

LJ,

Having done lots of OO stuff as well as ARS over the years, I fully grasp
the concepts you're putting forward, however, I think the goal should be
"Interfaces", not necessarily "API Interfaces". For most apps built using
java or .net (or some other OO platform) as a base, I agree that tightly
defined api interfaces are the way to go. But ARS is somewhat different in
that the integration tools already in existence are widely used both within
the ITSM as well as many other third party or custom apps and they afford
great flexibility, which is one of the reasons ARS became so popular to
begin with.

I don't see any reason that the capabilities we're talking about can't be
implemented via a "special" Interface Form type or layering versioning on
top of existing technology rather than requiring a call to a new C/java/.net
api. Not everyone uses the api to do integration and for integration between
apps both running on ARS platform (like the ITSM stuff), whether they are
BMC or someone else's, most will do it via workflow.

If the "special" form approach is used (and fully documented), then an
integration using the interface would behave exactly the same if it is done
via workflow, C API, Java API, .net api, Perl, etc... Nothing to stop BMC
from doing full error checking, implementing exceptions, etc... for activity
in the special form, and all the code would be visible so folks could easily
understand what is happening when they touch the form (or encounter
problems), regardless of the mechanism used. They could even 

Shibboleth

[O'Hara, Brad]

Hi,

  Has anyone been able to use Shibboleth for authentication?

Thanks,
Brad


Brad O'Hara
Manager: Network Support Services
Computing and Networking Services
University of Florida
net-services.ufl.edu : Voice (352) 273-1347 : Fax (352) 273-0743


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Re: Setting different timeout for different groups on MidTier

[Arner, Todd]

You can change the web timeout on the AR System User Preference form.  You will 
need to change the Session Timeout in Minutes setting on the Web tab for each 
user you want to change the timeout setting for.  We set ours to 600 for our 
Service Center staff.  If a user does not have a record In the AR System User 
Preference form, you can create one for them.

Hope that helps,
Todd Arner

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Oyefeso, Bola
Sent: Wednesday, November 02, 2011 12:42 PM
To: arslist@ARSLIST.ORG
Subject: Setting different timeout for different groups on MidTier

**
Hello everyone,

On 7.6.04 Midtier, I am trying to make sure the Call Center does not time out.  
Has anyone done this before?

Bola Oyefeso

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ITSM 7.6.04 - Remove an overlay

[Sanford, Claire]

Does anyone have any step by step instructions for removing an overlay?

I have looked through the manuals.  Tried "help", tried the BMC KB and the 
communities... but there are no clear instructions.
I need to remove an overlay on a form and can't seem to find out how to do it.  
I have asked support and am waiting... anyone???


Claire

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Re: Setting different timeout for different groups on MidTier

[Pargeter, Christie :CO IS]

This works on ARS 7.1 / ITSM 7.0.3 / MidTier 7.5!

 

Thank you Todd

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
Sent: Thursday, November 03, 2011 8:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Setting different timeout for different groups on MidTier

 

** 

You can change the web timeout on the AR System User Preference form.
You will need to change the Session Timeout in Minutes setting on the
Web tab for each user you want to change the timeout setting for.  We
set ours to 600 for our Service Center staff.  If a user does not have a
record In the AR System User Preference form, you can create one for
them.

 

Hope that helps,

Todd Arner

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Oyefeso, Bola
Sent: Wednesday, November 02, 2011 12:42 PM
To: arslist@ARSLIST.ORG
Subject: Setting different timeout for different groups on MidTier

 

** 

Hello everyone,

 

On 7.6.04 Midtier, I am trying to make sure the Call Center does not
time out.  Has anyone done this before? 

 

Bola Oyefeso

 

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Re: Shibboleth

[Axton]

In theory it is possible for the mid-tier authentication.  I have read up
on it and looked into what it would take.  I will say that it will require
some programming on your part to make it happen.
- In Shibboleth, you will need an IdP and a realm for your mid-tier
application
- On the web server in front of the mid-tier, you need something that is
capable of issuing/handling a SAML assertion (an SP)
- You need to hand the SP provided information from the web server to the
servlet container (object; method is implementation dependant)
- Within the mid-tier, you need to implement a custom authentication
servlet to handle the assertion
- Within the ARServer, you need to implement an AREA plugin capable of
taking the data from your custom authentication servlet and authenticating
the user

I have intentionally left out the details of how to create a trusted
handshake between the mid-tier and AREA plug-in.  This is an area of much
debate.  Ideally you would re-validate the credentials passed to the AREA
plugin within the AREA plugin.  What is more common is a shared secret
between the authentication servlet and the AREA plugin.  I'm not a fan of
the shared secret approach because once the cat's out of the bag (that
being the shared secret), it's out, and people can blindly authenticate to
your arserver.

This is all theory, not practice, so there may some things that I've
missed.  Also, there may be other ways to approach this, for example, you
may not have a web server in front of your servlet container, in which case
the architecture, and subsequently, the implementation, changes.

Axton Grams

On Thu, Nov 3, 2011 at 9:38 AM, O'Hara, Brad  wrote:

> **
>
> Hi,
>
> ** **
>
>   Has anyone been able to use Shibboleth for authentication?
>
> ** **
>
> Thanks,
>
> Brad
>
> ** **
>
> 
>
> Brad O'Hara 
>
> Manager: Network Support Services
>
> Computing and Networking Services
>
> University of Florida
>
> net-services.ufl.edu : Voice (352) 273-1347 : Fax (352) 273-0743
>
> ** **
>  _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: EXTERNAL: Re: Consuming Web Service not WSDL

[Reiser, John J]

Chintan and LJ,

 

I’m going to have to get more info from the service provider.

Their website for the “API” states “You can access the service with any 
platform or programming language capable of making a web request, and the 
service can be tested by simply entering the URL into any web browser's address 
bar.“

Since the returned values cannot be selected I get the entire tuple and will 
need to parse through it to get at the specific field values.

I guess I’ll try Perl.

--- 
John J. Reiser 
Remedy Developer/Administrator 

Senior Software Development Analyst 
Lockheed Martin - MS2 
The star that burns twice as bright burns half as long. 
Pay close attention and be illuminated by its brilliance. - paraphrased by me 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, November 03, 2011 9:32 AM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: Re: Consuming Web Service not WSDL

 

** 

I think this would be a good use of a Perl or Java plugin…the values needed 
could be passed as input…the libraries can do their needed work and provide the 
output back to remedy.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Chintan Shah
Sent: Thursday, November 03, 2011 12:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Consuming Web Service not WSDL

 

** 

Hi John,

 

No, I have not tried doing that using in built Remedy workflow. 

 

How many values do you need to parse? The below approach might work if your 
data-set that needs to be parsed is less.

 

There are JSON parsers available outside of Remedy(like 
http://code.google.com/p/google-gson/).

 

1. Make a call using $PROCESS$ to external HTTP Client from an Active 
Link(using java or perl or whichever language you feel comfortable with) which 
would in-turn call ur REST Web-service by building URL.

2.  Parse the returned JSON object. There are libraries available for this.

3. Return the data back to Remedy.

 

e.g. Lets say you want to get contact name and phone # of an employee by 
supplying employee ID in INPUT Parameter of REST URL(which looks like this 
http://abc.com/employeeid/).

 

1. Set Fields on "Common Data field":Run An Active Link with following (you are 
providing employee id as an argument to HTTP Client)

$PROCESS$:@@ GetEmployeeInfo.jar $employeeid$

2. GetEmployee.jar would do this.

  a) Construct URL by appending employee id after the last 
"/".e.g.(http://abc.com/employeeid/12345 where 12345 is argument passed from 
Remedy)

  b) Send the request.

  c) JSON Parser would extract the contact name and phone # on JSON 
Response.

  d) Return data back with some kind of separator to Remedy.

3. When data is returned back use SUBSTRC(and maybe a few other functions to 
parse out delimiter) to populate data from "Common Data field" to 2 separate 
fields.

 

Now, if there are more than 2 fields, I would suggest you do it in a filter as 
a Run Process and then later update the record. Although it will be a little 
cumbersome since you will need to use Remedy API or Web-services to first get 
the employee ID from Remedy, use it, build URL, call REST web-service, parse 
JSON Response, send result set by updating individual fields to Remedy record.

 

Hope this helps.

 

Thanks

Chintan.

 

  _  

From: "Reiser, John J" 
To: arslist@ARSLIST.ORG
Sent: Wednesday, November 2, 2011 2:19 PM
Subject: Re: Consuming Web Service not WSDL

Chintan,
I have a similar request.
I am trying to interface with a REST API which can display the returned values 
in JSON? or XML. There is no WSDl available to load.
The administrator of the site replied to my request for the WSDL location with 
"We are using REST, so you don’t need a WSDL file to make a REST web service 
call.  You just need to make a URL call."

Is there a simple way to retrieve and parse the resulting XML output so I can 
populate fields in Remedy ARS from an Active Link  or Filter?
Thank you,
John Reiser 
LMCO

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Description: S/MIME cryptographic signature

Re: ITSM 7.6.04 - Remove an overlay

[Jones, Jared K DLA CIV TRANSACTION SERVICES]

I believe you just "delete" the object. For example, if you have an overlay
active link in dev studio and you delete it, the original reappears. This
should work the same on all objects as long as you're in Best Practices
view.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Thursday, November 03, 2011 11:24 AM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.6.04 - Remove an overlay

Does anyone have any step by step instructions for removing an overlay?

I have looked through the manuals.  Tried "help", tried the BMC KB and the
communities... but there are no clear instructions.
I need to remove an overlay on a form and can't seem to find out how to do
it.  I have asked support and am waiting... anyone???


Claire


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Re: ITSM 7.6.04 - Remove an overlay

[Larry Barnes]

I can't believe you are still waiting for BMC support ;-)

I have 2 open tickets with then; I think the dropped off the edge of the
world!  Tickets opened for 3+ weeks no contact other than 1 guy was on
PTO; but that was a week ago! 

1st ticket opened Oct 13; looks like responses where 5-7 days apart.
Given up on this ticket and asking it to be closed

2nd ticket opened on 10/25; no replies since that date.  This ticket was
set with an impact of HIGH! 


Larry B.


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Thursday, November 03, 2011 8:24 AM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.6.04 - Remove an overlay

Does anyone have any step by step instructions for removing an overlay?

I have looked through the manuals.  Tried "help", tried the BMC KB and
the communities... but there are no clear instructions.
I need to remove an overlay on a form and can't seem to find out how to
do it.  I have asked support and am waiting... anyone???


Claire


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Re: Setting different timeout for different groups on MidTier

[Jason Miller]

No way.  This is great!  I can't believe I overlooked that feature.  Thanks!

Jason

On Thu, Nov 3, 2011 at 8:18 AM, Arner, Todd  wrote:

> **
>
> You can change the web timeout on the AR System User Preference form.  You
> will need to change the Session Timeout in Minutes setting on the Web tab
> for each user you want to change the timeout setting for.  We set ours to
> 600 for our Service Center staff.  If a user does not have a record In the
> AR System User Preference form, you can create one for them.
>
> ** **
>
> Hope that helps,
>
> Todd Arner
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Oyefeso, Bola
> *Sent:* Wednesday, November 02, 2011 12:42 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Setting different timeout for different groups on MidTier
>
> ** **
>
> ** 
>
> Hello everyone,
>
> ** **
>
> On 7.6.04 Midtier, I am trying to make sure the Call Center does not time
> out.  Has anyone done this before? 
>
> ** **
>
> Bola Oyefeso
>
> ** **
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
>
> 
> The information contained in this communication may be confidential, is 
> intended
> only for the use of the recipient(s) named above, and may be legally
> privileged.  If the reader of this message is not the intended recipient, you
> are hereby notified that any dissemination, distribution, or copying of this
> communication, or any of its contents, is strictly prohibited.  If you have
> received this communication in error, please notify the sender immediately and
> destroy or delete the original message and any copy of it from your computer
> system.  If you have any questions concerning this message, please contact the
> sender.
> 
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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911: ADDM 8.3 and Reporting

[Kathy Morris]

Hi,
 
We just did a new install with BMC ADDM 8.3.  Previously the company  used 
Service Now and would like to replace it with BMC products.  However  using 
Service-Now for reporting, the company is able to generate a report  
displaying the following Server specs:
 
- Server Name
- OS Domain
- CPU Count
- Hard disk space
- the disks that are on the server
- free space allocated to the disk
- Drive type
- the processes that are running, the Pid and parameters /  (i.e.  
c:\windows\system32\services.exe)
- Network adapters
- Product Name
 
We have not been able to generate this level of detail using ADDM.  So  
hence, the staff and Management is upset.  Is there any way to  generate this 
info using ADDM automatically? I selected a "Customize" button in  ADDM, 
drilled down several levels, and I was able to export some of  this data to 
Excel, however it was not graphically presentable, nor did it  have a lot of 
the 
attributes listed above. Am I looking in the wrong  place?  Where would I 
go to collect this granular level of detail on a  host, and generate more 
efficient reports in ADDM?  Is there a step that I  am missing, or this heavy 
customization?
 

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Re: ITSM 7.6.04 - Remove an overlay

[Easter, David]

Page 129 of the Form and Application Objects Guide:



[cid:image001.png@01CC9A07.865333B0]


-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.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jones, Jared K DLA CIV TRANSACTION 
SERVICES
Sent: Thursday, November 03, 2011 8:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.04 - Remove an overlay



I believe you just "delete" the object. For example, if you have an overlay

active link in dev studio and you delete it, the original reappears. This

should work the same on all objects as long as you're in Best Practices

view.



-Original Message-

From: Action Request System discussion list(ARSList)

[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire

Sent: Thursday, November 03, 2011 11:24 AM

To: arslist@ARSLIST.ORG

Subject: ITSM 7.6.04 - Remove an overlay



Does anyone have any step by step instructions for removing an overlay?



I have looked through the manuals.  Tried "help", tried the BMC KB and the

communities... but there are no clear instructions.

I need to remove an overlay on a form and can't seem to find out how to do

it.  I have asked support and am waiting... anyone???





Claire





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<>

7.6.04 -SP02 Windows:: got a question

[patrick zandi]

So I have an oracle 11r2 db, and I had imported an ARS 7.5 db into it.
Go and run the SP2 ARS and as it goes along it asks all the right
questions:: but Fails to understand what to do when it detects the arsystem
is already there.. and tells me that it is already there, and I need to
upgrade but does not give you any options because it fails to create...
something is missing in this upgrade process.. .. anyone else notice?
Oh and what I said about the ARTEMPSPACE ___ Still not fixed:: It cannot
and will not use the previous artmpspace: it only allows you to RECREATE a
new artmpspace


-- 
Patrick Zandi

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Re: 7.6.04 -SP02 Windows:: got a question

[Grooms, Frederick W]

I had that same sort of issue with 7.6.03 and found I had to re-type all 
passwords into the installer before it would recognize that I was trying to do 
an upgrade.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Thursday, November 03, 2011 12:36 PM
To: arslist@ARSLIST.ORG
Subject: 7.6.04 -SP02 Windows:: got a question

** So I have an oracle 11r2 db, and I had imported an ARS 7.5 db into it.
Go and run the SP2 ARS and as it goes along it asks all the right questions:: 
but Fails to understand what to do when it detects the arsystem is already 
there.. and tells me that it is already there, and I need to upgrade but does 
not give you any options because it fails to create... something is missing in 
this upgrade process.. .. anyone else notice?  
Oh and what I said about the ARTEMPSPACE ___ Still not fixed:: It cannot and 
will not use the previous artmpspace: it only allows you to RECREATE a new 
artmpspace

-- 
Patrick Zandi

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Re: Setting different timeout for different groups on MidTier

[Oyefeso, Bola]

Thank you.  I will try it and let the group know.

 

Bola Oyefeso



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
Sent: Thursday, November 03, 2011 11:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Setting different timeout for different groups on MidTier

 

You can change the web timeout on the AR System User Preference form.
You will need to change the Session Timeout in Minutes setting on the
Web tab for each user you want to change the timeout setting for.  We
set ours to 600 for our Service Center staff.  If a user does not have a
record In the AR System User Preference form, you can create one for
them.

 

Hope that helps,

Todd Arner

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Oyefeso, Bola
Sent: Wednesday, November 02, 2011 12:42 PM
To: arslist@ARSLIST.ORG
Subject: Setting different timeout for different groups on MidTier

 

** 

Hello everyone,

 

On 7.6.04 Midtier, I am trying to make sure the Call Center does not
time out.  Has anyone done this before? 

 

Bola Oyefeso

 

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Re: 7.6.04 -SP02 Windows:: got a question

[Jason Miller]

We had similar issues upgrading ARS 7.5 to 7.6.04 SP1 on Win 2008/MS SQL
2008.  What did it for us was setting the ARAdmin db password back to the
documented default.

Jason

On Thu, Nov 3, 2011 at 10:35 AM, patrick zandi  wrote:

> ** So I have an oracle 11r2 db, and I had imported an ARS 7.5 db into it.
> Go and run the SP2 ARS and as it goes along it asks all the right
> questions:: but Fails to understand what to do when it detects the arsystem
> is already there.. and tells me that it is already there, and I need to
> upgrade but does not give you any options because it fails to create...
> something is missing in this upgrade process.. .. anyone else notice?
> Oh and what I said about the ARTEMPSPACE ___ Still not fixed:: It cannot
> and will not use the previous artmpspace: it only allows you to RECREATE a
> new artmpspace
>
>
> --
> Patrick Zandi
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: 7.6.04 -SP02 Windows:: got a question

[patrick zandi]

I did that.. I put in all the fields:: but when it does it's did'di it is
not recognizing it is already there, and prompts for the where you want to
create the database.. you tell it and it says it is already there... so
here is the deal.. if you installed as NOT arsystem and used ARSYS or
ARsystemTablespace or anything else.. it does not and will not use it..
I'll bet if I changed the schema to arsystem it would.. so that is funky,
and then it does not ask you either.. so that is funky too.
 I am trying SP1 now.. I know I put in all the passwords, and redid the
backend as well..



On Thu, Nov 3, 2011 at 1:45 PM, Jason Miller  wrote:

> ** We had similar issues upgrading ARS 7.5 to 7.6.04 SP1 on Win 2008/MS
> SQL 2008.  What did it for us was setting the ARAdmin db password back to
> the documented default.
>
> Jason
>
> On Thu, Nov 3, 2011 at 10:35 AM, patrick zandi wrote:
>
>> ** So I have an oracle 11r2 db, and I had imported an ARS 7.5 db into it.
>>
>> Go and run the SP2 ARS and as it goes along it asks all the right
>> questions:: but Fails to understand what to do when it detects the arsystem
>> is already there.. and tells me that it is already there, and I need to
>> upgrade but does not give you any options because it fails to create...
>> something is missing in this upgrade process.. .. anyone else notice?
>> Oh and what I said about the ARTEMPSPACE ___ Still not fixed:: It cannot
>> and will not use the previous artmpspace: it only allows you to RECREATE a
>> new artmpspace
>>
>>
>> --
>> Patrick Zandi
>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_




-- 
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Re: 7.6.04 -SP02 Windows:: got a question

[patrick zandi]

I tried that... but not this time..

On Thu, Nov 3, 2011 at 1:40 PM, Grooms, Frederick W <
frederick.w.gro...@xo.com> wrote:

> I had that same sort of issue with 7.6.03 and found I had to re-type all
> passwords into the installer before it would recognize that I was trying to
> do an upgrade.
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of patrick zandi
> Sent: Thursday, November 03, 2011 12:36 PM
> To: arslist@ARSLIST.ORG
> Subject: 7.6.04 -SP02 Windows:: got a question
>
> ** So I have an oracle 11r2 db, and I had imported an ARS 7.5 db into it.
> Go and run the SP2 ARS and as it goes along it asks all the right
> questions:: but Fails to understand what to do when it detects the arsystem
> is already there.. and tells me that it is already there, and I need to
> upgrade but does not give you any options because it fails to create...
> something is missing in this upgrade process.. .. anyone else notice?
> Oh and what I said about the ARTEMPSPACE ___ Still not fixed:: It cannot
> and will not use the previous artmpspace: it only allows you to RECREATE a
> new artmpspace
>
> --
> Patrick Zandi
>
>
> ___
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> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>



-- 
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Re: ITSM 7.6.04 - Remove an overlay

[Tom Shurmur]

Claire,
 
To remove an overlay select once in the form in Dev Studio select the Form tab 
and the select Delete Overley View. At this point you can create a new overlay 
if needed.
 
Please note that in your forms list will still have it labeled as an overlay. I 
am sure BMC will correct the labeling sometime in the future.
 
Tom Shurmur
Cornerstone Information Technologies
Sr Remedy Consulant
 


From: "Sanford, Claire" 
To: arslist@ARSLIST.ORG
Sent: Thursday, November 3, 2011 11:24 AM
Subject: ITSM 7.6.04 - Remove an overlay

Does anyone have any step by step instructions for removing an overlay?

I have looked through the manuals.  Tried "help", tried the BMC KB and the 
communities... but there are no clear instructions.
I need to remove an overlay on a form and can't seem to find out how to do it.  
I have asked support and am waiting... anyone???


Claire

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Re: 7.6.04 -SP02 Windows:: got a question

[strauss]

What patch level is the 7.5 installation?  I seem to remember during my upgrade 
to 7.6.03 and/or 04.01 that they wanted me on 7.5.00.007 as an intermediate 
level (and 7.6.00.002/1 apps).  Of course, your problem may have nothing to do 
with that, since the 7.6.x installers have their own collection of defects and 
misbehaviors, most of them already mentioned in this thread.

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 patrick zandi
Sent: Thursday, November 03, 2011 12:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 -SP02 Windows:: got a question

** I tried that... but not this time..
On Thu, Nov 3, 2011 at 1:40 PM, Grooms, Frederick W 
mailto:frederick.w.gro...@xo.com>> wrote:
I had that same sort of issue with 7.6.03 and found I had to re-type all 
passwords into the installer before it would recognize that I was trying to do 
an upgrade.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick 
zandi
Sent: Thursday, November 03, 2011 12:36 PM
To: arslist@ARSLIST.ORG
Subject: 7.6.04 -SP02 Windows:: got a question

** So I have an oracle 11r2 db, and I had imported an ARS 7.5 db into it.
Go and run the SP2 ARS and as it goes along it asks all the right questions:: 
but Fails to understand what to do when it detects the arsystem is already 
there.. and tells me that it is already there, and I need to upgrade but does 
not give you any options because it fails to create... something is missing in 
this upgrade process.. .. anyone else notice?
Oh and what I said about the ARTEMPSPACE ___ Still not fixed:: It cannot and 
will not use the previous artmpspace: it only allows you to RECREATE a new 
artmpspace

--
Patrick Zandi
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Answers Are"



--
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Re: 7.6.04 -SP02 Windows:: got a question

[Grooms, Frederick W]

Hm...  I was told by support that if the install asks you for the 
DBA/system user and password then it received some sort of error while trying 
to login to the database using the ARS one.

One item mentioned before for Oracle is that it was recommended you create a 
TNSNAMES entry using the same value as your SID and use that for the install.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Thursday, November 03, 2011 12:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 -SP02 Windows:: got a question

** I did that.. I put in all the fields:: but when it does it's did'di it is 
not recognizing it is already there, and prompts for the where you want to 
create the database.. you tell it and it says it is already there... so here is 
the deal.. if you installed as NOT arsystem and used ARSYS or 
ARsystemTablespace or anything else.. it does not and will not use it.. I'll 
bet if I changed the schema to arsystem it would.. so that is funky, and then 
it does not ask you either.. so that is funky too.
 I am trying SP1 now.. I know I put in all the passwords, and redid the backend 
as well.. 

-- 
Patrick Zandi

-Original Message-
On Thu, Nov 3, 2011 at 1:45 PM, Jason Miller  wrote:
** We had similar issues upgrading ARS 7.5 to 7.6.04 SP1 on Win 2008/MS SQL 
2008.  What did it for us was setting the ARAdmin db password back to the 
documented default.

Jason

-Original Message-
On Thu, Nov 3, 2011 at 10:35 AM, patrick zandi  wrote:
** So I have an oracle 11r2 db, and I had imported an ARS 7.5 db into it.

Go and run the SP2 ARS and as it goes along it asks all the right questions:: 
but Fails to understand what to do when it detects the arsystem is already 
there.. and tells me that it is already there, and I need to upgrade but does 
not give you any options because it fails to create... something is missing in 
this upgrade process.. .. anyone else notice?  
Oh and what I said about the ARTEMPSPACE ___ Still not fixed:: It cannot and 
will not use the previous artmpspace: it only allows you to RECREATE a new 
artmpspace

-- 
Patrick Zandi

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Re: 7.6.04 -SP02 Windows:: got a question

[Larry Barnes]

During my attempts to upgrade from 7.5.00 patch 7 to 7.6.04  it gave me
an error, during the input phase, saying my installed version was less
than the required 7.5.0.0 patch 7.  I modified the license in the
Share:Application Properties form to 7.5.0.0 and the install completed
successfully.
 
Larry B.



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Thursday, November 03, 2011 10:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 -SP02 Windows:: got a question


** 

What patch level is the 7.5 installation?  I seem to remember during my
upgrade to 7.6.03 and/or 04.01 that they wanted me on 7.5.00.007 as an
intermediate level (and 7.6.00.002/1 apps).  Of course, your problem may
have nothing to do with that, since the 7.6.x installers have their own
collection of defects and misbehaviors, most of them already mentioned
in this thread.

 

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 patrick zandi
Sent: Thursday, November 03, 2011 12:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 -SP02 Windows:: got a question

 

** I tried that... but not this time..  

On Thu, Nov 3, 2011 at 1:40 PM, Grooms, Frederick W
 wrote:

I had that same sort of issue with 7.6.03 and found I had to re-type all
passwords into the installer before it would recognize that I was trying
to do an upgrade.

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Thursday, November 03, 2011 12:36 PM
To: arslist@ARSLIST.ORG
Subject: 7.6.04 -SP02 Windows:: got a question

** So I have an oracle 11r2 db, and I had imported an ARS 7.5 db into
it.

Go and run the SP2 ARS and as it goes along it asks all the right
questions:: but Fails to understand what to do when it detects the
arsystem is already there.. and tells me that it is already there, and I
need to upgrade but does not give you any options because it fails to
create... something is missing in this upgrade process.. .. anyone else
notice? 
Oh and what I said about the ARTEMPSPACE ___ Still not fixed:: It cannot
and will not use the previous artmpspace: it only allows you to RECREATE
a new artmpspace

--
Patrick Zandi


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Re: Help with Filter Run If Statement

[Cecil, Ken]

Does this solve it?

(USER$ = 'ChangeOwnerLoginName' AND 'Completed?' != 'DB.Completed?') OR
($GROUPS$ LIKE  "%Configuration Management%") OR ($GROUPS$ LIKE
"%Admin%")

If action = Nothing
Else action = Error message

Ken.


On 11/2/2011 1:48 PM, Drew Shuller wrote:
> Hello listers, can I get a sanity check please?
>
> How do you write a filter Run If that allows a person that owns an RFC
> (this is a custom app) to modify the record, but only if he is
> changing a specific field? Otherwise, an error message should stop the
> filter. The Configuration Manager and the system admin should be able
> to change the record whenever they want. No one else should be able to
> modify the record.
>
> These two Run If statements do what I want unless I put them into one
> Run If statement, joined with an OR:
>
> (( 'Completed?' != 'DB.Completed?') AND ($USER$ !=
'ChangeOwnerLoginName'))
>
> and this one:
>
> (( 'DB.RFC Status' =  "Approved With Changes" ) AND (NOT ($GROUPS$
> LIKE  "%Configuration Management%" )) AND (NOT ($GROUPS$ LIKE
> "%Admin%" )))
>
> During testing, the Config Manager can update the RFC, but not if he's
> changing the "Completed?" field. The Change Owner can't modify the RFC
> at all. After a couple of days of hacking away I'm pretty confused.
> Thanks for any and all help!
>
> Drew
> Comayagua
>
>

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Strange time display issues, possible DST bug?

[Paul Blasquez]

Hello All,



We have a very strange issue on our custom 7.1 patch 22 server and I wanted
to reach out to see if anyone else is encountering this or if they have any
insight.



The issue is that a random sample of Windows 7 users is seeing timestamps
as 1 hour less than their configured timezone.  We’ve been able to set up
an experiment to isolate the behavior as best as possible.



Behavior is from two identical laptops:



· Model: Dell Latitude E6420

· OS: Window 7 SP1, same KBs installed.

· Remedy User Client: 7.6.04 SP2

· We are using the same user.

· The user has their Time Zone set to GMT -8:00 America/Los
Angeles. We've used preferences both locally on each laptop and from a
preference server.



Description of the Behavior:



· From Laptop1 we always see the correct time on the date/time
fields.

· From Laptop 2 we always see the time as 1 hour less than the
correct time.

· This issue goes away if we set the date on Laptop 2 to be beyond
the DST change at 2am on Nov 6th.

· The issue persists if we use different timezones.



So, if the time is 5:00pm, we see that correctly on Laptop 1 but we see
4:00pm on Laptop2.  When we set the date/time on Laptop 2 to any time after
2am on Nov 6th, this discrepancy goes away.  If we change the time zones
around, the -1 hour difference follows the change.



The evidence points to some sort of DST discrepancy and we cannot rule out
the User Client at this time.  We have a ticket open with BMC but it is
still going through the support channels right now.



Does anyone here know what time-related variables are involved with the
User Client interaction with the server, and what are the sources of those
variables?  I’ve scoured the Windows 7 information out there looking for
all time variables and comparing them on each laptop and everything is
identical so far.



Any information is much appreciated!



Thanks,



Paul Blasquez

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Re: Strange time display issues, possible DST bug?

[Paul Blasquez]

Correction, we have a 7.1 patch 7 server.

Clarification:  The 1 hour discrepancy appears when displaying date/time
fields and $TIMESTAMP$ variables on forms in the user client.  Sorry that
it wasn't clear in the original wording.  I've corrected it in red below:

On Thu, Nov 3, 2011 at 11:44 AM, Paul Blasquez  wrote:

> Hello All,
>
>
>
> We have a very strange issue on our custom 7.1 patch 22 server and I
> wanted to reach out to see if anyone else is encountering this or if they
> have any insight.
>
>
>
> The issue is that a random sample of Windows 7 users is seeing timestamps
> as 1 hour less than their configured timezone.  We’ve been able to set up
> an experiment to isolate the behavior as best as possible.
>
>
>
> Behavior is from two identical laptops:
>
>
>
> · Model: Dell Latitude E6420
>
> · OS: Window 7 SP1, same KBs installed.
>
> · Remedy User Client: 7.6.04 SP2
>
> · We are using the same user.
>
> · The user has their Time Zone set to GMT -8:00 America/Los
> Angeles. We've used preferences both locally on each laptop and from a
> preference server.
>
>
>
> Description of the Behavior:
>
>
>
> · From Laptop1 we always see the correct time on the date/time
> fields.
>
> · From Laptop 2 we always see the time as 1 hour less than the
> correct time.
>
> · This issue goes away if we set the date on Laptop 2 to be
> beyond the DST change at 2am on Nov 6th.
>
> · The issue persists if we use different timezones.
>
>
>
> So, if the date/time field or $TIMESTAMP$ is displayed as 5:00pm on Laptop
> 1, we see 4:00pm on Laptop2.  When we set the date/time on Laptop 2 to
> any time after 2am on Nov 6th, this discrepancy goes away.  If we change
> the time zones around, the -1 hour difference follows the change.
>
>
>
> The evidence points to some sort of DST discrepancy and we cannot rule out
> the User Client at this time.  We have a ticket open with BMC but it is
> still going through the support channels right now.
>
>
>
> Does anyone here know what time-related variables are involved with the
> User Client interaction with the server, and what are the sources of those
> variables?  I’ve scoured the Windows 7 information out there looking for
> all time variables and comparing them on each laptop and everything is
> identical so far.
>
>
>
> Any information is much appreciated!
>
>
>
> Thanks,
>
>
>
> Paul Blasquez
>

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Re: Strange time display issues, possible DST bug?

[Axton]

Timezone information is extrapolated from the client machine using
javascript.  There is no other way to get this information.  Check the
settings on the client machine; make sure both the date/time and timezone
information is accurate.  Also check the version of java in use with your
midtier.  Java is used to perform the translation, in part, and the date is
important for the DST/non-DST times.  See this reference for the JRE
version/timezone table in use:

http://www.oracle.com/technetwork/java/javase/tzdata-versions-138805.html

Also, there is a chance that the js files included with the midtier do not
have accurate data on which to act.  There are a bunch of TZ javascript
files that come into play here.  I don't remember seeing anything in
relation to changes here in the release notes, but it would make sense that
those have to be up to date.

If these things are all set properly, then things should just work.  These
things are the glue that make all this work.

Writing all this from memory, so corrections are welcomed.

Axton Grams

On Thu, Nov 3, 2011 at 1:44 PM, Paul Blasquez  wrote:

> **
>
> Hello All,
>
>
>
> We have a very strange issue on our custom 7.1 patch 22 server and I
> wanted to reach out to see if anyone else is encountering this or if they
> have any insight.
>
>
>
> The issue is that a random sample of Windows 7 users is seeing timestamps
> as 1 hour less than their configured timezone.  We’ve been able to set up
> an experiment to isolate the behavior as best as possible.
>
>
>
> Behavior is from two identical laptops:
>
>
>
> · Model: Dell Latitude E6420
>
> · OS: Window 7 SP1, same KBs installed.
>
> · Remedy User Client: 7.6.04 SP2
>
> · We are using the same user.
>
> · The user has their Time Zone set to GMT -8:00 America/Los
> Angeles. We've used preferences both locally on each laptop and from a
> preference server.
>
>
>
> Description of the Behavior:
>
>
>
> · From Laptop1 we always see the correct time on the date/time
> fields.
>
> · From Laptop 2 we always see the time as 1 hour less than the
> correct time.
>
> · This issue goes away if we set the date on Laptop 2 to be
> beyond the DST change at 2am on Nov 6th.
>
> · The issue persists if we use different timezones.
>
>
>
> So, if the time is 5:00pm, we see that correctly on Laptop 1 but we see
> 4:00pm on Laptop2.  When we set the date/time on Laptop 2 to any time
> after 2am on Nov 6th, this discrepancy goes away.  If we change the time
> zones around, the -1 hour difference follows the change.
>
>
>
> The evidence points to some sort of DST discrepancy and we cannot rule out
> the User Client at this time.  We have a ticket open with BMC but it is
> still going through the support channels right now.
>
>
>
> Does anyone here know what time-related variables are involved with the
> User Client interaction with the server, and what are the sources of those
> variables?  I’ve scoured the Windows 7 information out there looking for
> all time variables and comparing them on each laptop and everything is
> identical so far.
>
>
>
> Any information is much appreciated!
>
>
>
> Thanks,
>
>
>
> Paul Blasquez
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: 7.6.04 -SP02 Windows:: got a question

[patrick zandi]

ENV: previous::
ARS 7.5 P3 -- ITSM 7.6.00 SRM 7.6.01


On Thu, Nov 3, 2011 at 1:59 PM, strauss  wrote:

> **
>
> What patch level is the 7.5 installation?  I seem to remember during my
> upgrade to 7.6.03 and/or 04.01 that they wanted me on 7.5.00.007 as an
> intermediate level (and 7.6.00.002/1 apps).  Of course, your problem may
> have nothing to do with that, since the 7.6.x installers have their own
> collection of defects and misbehaviors, most of them already mentioned in
> this thread.
>
> ** **
>
> 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 *patrick zandi
> *Sent:* Thursday, November 03, 2011 12:51 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: 7.6.04 -SP02 Windows:: got a question
>
> ** **
>
> ** I tried that... but not this time..  
>
> On Thu, Nov 3, 2011 at 1:40 PM, Grooms, Frederick W <
> frederick.w.gro...@xo.com> wrote:
>
> I had that same sort of issue with 7.6.03 and found I had to re-type all
> passwords into the installer before it would recognize that I was trying to
> do an upgrade.
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of patrick zandi
> Sent: Thursday, November 03, 2011 12:36 PM
> To: arslist@ARSLIST.ORG
> Subject: 7.6.04 -SP02 Windows:: got a question
>
> ** So I have an oracle 11r2 db, and I had imported an ARS 7.5 db into it.*
> ***
>
> Go and run the SP2 ARS and as it goes along it asks all the right
> questions:: but Fails to understand what to do when it detects the arsystem
> is already there.. and tells me that it is already there, and I need to
> upgrade but does not give you any options because it fails to create...
> something is missing in this upgrade process.. .. anyone else notice?
> Oh and what I said about the ARTEMPSPACE ___ Still not fixed:: It cannot
> and will not use the previous artmpspace: it only allows you to RECREATE a
> new artmpspace
>
> --
> Patrick Zandi
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>
>
>
>
> --
> Patrick Zandi
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>



-- 
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Re: Strange time display issues, possible DST bug?

[Grooms, Frederick W]

Do you have ALL the Windows 7 DST patches on Laptop 2?

When does each laptop think that the DST change is set to take effect?

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Paul Blasquez
Sent: Thursday, November 03, 2011 2:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Strange time display issues, possible DST bug?

** Correction, we have a 7.1 patch 7 server.

Clarification:  The 1 hour discrepancy appears when displaying date/time fields 
and $TIMESTAMP$ variables on forms in the user client.  Sorry that it wasn't 
clear in the original wording.  I've corrected it in red below:
On Thu, Nov 3, 2011 at 11:44 AM, Paul Blasquez  wrote:
Hello All,
 
We have a very strange issue on our custom 7.1 patch 22 server and I wanted to 
reach out to see if anyone else is encountering this or if they have any 
insight.
 
The issue is that a random sample of Windows 7 users is seeing timestamps as 1 
hour less than their configured timezone.  We've been able to set up an 
experiment to isolate the behavior as best as possible.
 
Behavior is from two identical laptops:
 
. Model: Dell Latitude E6420
. OS: Window 7 SP1, same KBs installed.
. Remedy User Client: 7.6.04 SP2
. We are using the same user.
. The user has their Time Zone set to GMT -8:00 America/Los Angeles. 
We've used preferences both locally on each laptop and from a preference server.
 
Description of the Behavior:
 
. From Laptop1 we always see the correct time on the date/time fields.
. From Laptop 2 we always see the time as 1 hour less than the correct 
time.
. This issue goes away if we set the date on Laptop 2 to be beyond the 
DST change at 2am on Nov 6th.
. The issue persists if we use different timezones.
 
So, if the date/time field or $TIMESTAMP$ is displayed as 5:00pm on Laptop 1, 
we see 4:00pm on Laptop2.  When we set the date/time on Laptop 2 to any time 
after 2am on Nov 6th, this discrepancy goes away.  If we change the time zones 
around, the -1 hour difference follows the change.
 
The evidence points to some sort of DST discrepancy and we cannot rule out the 
User Client at this time.  We have a ticket open with BMC but it is still going 
through the support channels right now.
 
Does anyone here know what time-related variables are involved with the User 
Client interaction with the server, and what are the sources of those 
variables?  I've scoured the Windows 7 information out there looking for all 
time variables and comparing them on each laptop and everything is identical so 
far.
 
Any information is much appreciated!
 
Thanks,
 
Paul Blasquez

_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 

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Adding a Unique Index to COM:Company

[Jase Brandon]

Hello All,
I need to add a unique index to the COM:Company form to ensure that a
custom field maintains a distinct value on submit. But there is already
a unique index on the Request ID field on COM:Company, and dev studio won't
give me the option to add another unique index on the field I want.
I thought "oh yeah - only one unique index per form", then for jokes n'
grins - I checked HPD:HelpDesk - which has two unique indexes, both
character indexes. So that proves more than one unique index is available
per form. What am I doing wrong? Any suggestions from the gang? :-)
FYI... COM:Company is already overlaid as well as the view I'm working with.

Thanks in Advance,

Jase Brandon
7.6.04 SP1
Windows 2008

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Re: Adding a Unique Index to COM:Company

[Guillaume Rheault]

Hi Jase,

I am 99.% sure you cannot create a unique index on an overlaid form, that 
is a known limitation... You can only create unique indexes on custom forms.
So the only thing you can do is create two filters that fire on submit and 
modify:
1st one checks whether the value is already present in another record in teh 
same form
2nd props the error message

cheers

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Jase Brandon [jasebran...@gmail.com]
Sent: Thursday, November 03, 2011 4:08 PM
To: arslist@ARSLIST.ORG
Subject: Adding a Unique Index to COM:Company

** Hello All,
I need to add a unique index to the COM:Company form to ensure that a custom 
field maintains a distinct value on submit. But there is already a unique 
index on the Request ID field on COM:Company, and dev studio won't give me the 
option to add another unique index on the field I want.
I thought "oh yeah - only one unique index per form", then for jokes n' grins - 
I checked HPD:HelpDesk - which has two unique indexes, both character indexes. 
So that proves more than one unique index is available per form. What am I 
doing wrong? Any suggestions from the gang? :-)
FYI... COM:Company is already overlaid as well as the view I'm working with.

Thanks in Advance,

Jase Brandon
7.6.04 SP1
Windows 2008
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: 7.6.04 -SP02 Windows:: got a question

[patrick zandi]

TOO FUNNY:::  7.6.04 SP1  Upgrade option works..   SP2 does not even show
up..  I am upgrading now..
We gotta get this stuff working correctly

I think at least a round or two of TESTERS might help a little...
the midtier needs to be down when you do it.. It was up in my case had to
use a different port::
I am just testing a couple of theories.. about importing and upgrading of
the SRM stuff..

Cause BMC does not have a real clear path.. and I have found many issues...
with the older SRM 7.6 and trying to export and import into a 7.6.04 sp1 or
2 ... won't work.. exports get record dumps and sometimes I am getting 2,
3, 4, 5,6, even 7 duplicates in the dumps..

They do not know why...



On Thu, Nov 3, 2011 at 3:24 PM, patrick zandi  wrote:

> ENV: previous::
> ARS 7.5 P3 -- ITSM 7.6.00 SRM 7.6.01
>
>
>
> On Thu, Nov 3, 2011 at 1:59 PM, strauss  wrote:
>
>> **
>>
>> What patch level is the 7.5 installation?  I seem to remember during my
>> upgrade to 7.6.03 and/or 04.01 that they wanted me on 7.5.00.007 as an
>> intermediate level (and 7.6.00.002/1 apps).  Of course, your problem may
>> have nothing to do with that, since the 7.6.x installers have their own
>> collection of defects and misbehaviors, most of them already mentioned in
>> this thread.
>>
>> ** **
>>
>> 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 *patrick zandi
>> *Sent:* Thursday, November 03, 2011 12:51 PM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: 7.6.04 -SP02 Windows:: got a question
>>
>> ** **
>>
>> ** I tried that... but not this time..  
>>
>> On Thu, Nov 3, 2011 at 1:40 PM, Grooms, Frederick W <
>> frederick.w.gro...@xo.com> wrote:
>>
>> I had that same sort of issue with 7.6.03 and found I had to re-type all
>> passwords into the installer before it would recognize that I was trying to
>> do an upgrade.
>>
>> Fred
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] On Behalf Of patrick zandi
>> Sent: Thursday, November 03, 2011 12:36 PM
>> To: arslist@ARSLIST.ORG
>> Subject: 7.6.04 -SP02 Windows:: got a question
>>
>> ** So I have an oracle 11r2 db, and I had imported an ARS 7.5 db into it.
>> 
>>
>> Go and run the SP2 ARS and as it goes along it asks all the right
>> questions:: but Fails to understand what to do when it detects the arsystem
>> is already there.. and tells me that it is already there, and I need to
>> upgrade but does not give you any options because it fails to create...
>> something is missing in this upgrade process.. .. anyone else notice?
>> Oh and what I said about the ARTEMPSPACE ___ Still not fixed:: It cannot
>> and will not use the previous artmpspace: it only allows you to RECREATE a
>> new artmpspace
>>
>> --
>> Patrick Zandi
>>
>>
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>>
>>
>>
>>
>> --
>> Patrick Zandi
>>
>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
>>
>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>
>
>
> --
> Patrick Zandi
>



-- 
Patrick Zandi

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Re: 7.6.04 -SP02 Windows:: got a question

[patrick zandi]

I misspoke: they have a clear path.. but for me it is not working..
And I am sure it is working for all the other people in the Grit eating
World !

On Thu, Nov 3, 2011 at 4:30 PM, patrick zandi  wrote:

> TOO FUNNY:::  7.6.04 SP1  Upgrade option works..   SP2 does not even show
> up..  I am upgrading now..
> We gotta get this stuff working correctly
>
> I think at least a round or two of TESTERS might help a little...
> the midtier needs to be down when you do it.. It was up in my case had to
> use a different port::
> I am just testing a couple of theories.. about importing and upgrading of
> the SRM stuff..
>
> Cause BMC does not have a real clear path.. and I have found many issues...
> with the older SRM 7.6 and trying to export and import into a 7.6.04 sp1
> or 2 ... won't work.. exports get record dumps and sometimes I am getting
> 2, 3, 4, 5,6, even 7 duplicates in the dumps..
>
> They do not know why...
>
>
>
>
> On Thu, Nov 3, 2011 at 3:24 PM, patrick zandi  wrote:
>
>> ENV: previous::
>> ARS 7.5 P3 -- ITSM 7.6.00 SRM 7.6.01
>>
>>
>>
>> On Thu, Nov 3, 2011 at 1:59 PM, strauss  wrote:
>>
>>> **
>>>
>>> What patch level is the 7.5 installation?  I seem to remember during my
>>> upgrade to 7.6.03 and/or 04.01 that they wanted me on 7.5.00.007 as an
>>> intermediate level (and 7.6.00.002/1 apps).  Of course, your problem
>>> may have nothing to do with that, since the 7.6.x installers have their own
>>> collection of defects and misbehaviors, most of them already mentioned in
>>> this thread.
>>>
>>> ** **
>>>
>>> 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 *patrick zandi
>>> *Sent:* Thursday, November 03, 2011 12:51 PM
>>> *To:* arslist@ARSLIST.ORG
>>> *Subject:* Re: 7.6.04 -SP02 Windows:: got a question
>>>
>>> ** **
>>>
>>> ** I tried that... but not this time..  
>>>
>>> On Thu, Nov 3, 2011 at 1:40 PM, Grooms, Frederick W <
>>> frederick.w.gro...@xo.com> wrote:
>>>
>>> I had that same sort of issue with 7.6.03 and found I had to re-type all
>>> passwords into the installer before it would recognize that I was trying to
>>> do an upgrade.
>>>
>>> Fred
>>>
>>> -Original Message-
>>> From: Action Request System discussion list(ARSList) [mailto:
>>> arslist@ARSLIST.ORG] On Behalf Of patrick zandi
>>> Sent: Thursday, November 03, 2011 12:36 PM
>>> To: arslist@ARSLIST.ORG
>>> Subject: 7.6.04 -SP02 Windows:: got a question
>>>
>>> ** So I have an oracle 11r2 db, and I had imported an ARS 7.5 db into it.
>>> 
>>>
>>> Go and run the SP2 ARS and as it goes along it asks all the right
>>> questions:: but Fails to understand what to do when it detects the arsystem
>>> is already there.. and tells me that it is already there, and I need to
>>> upgrade but does not give you any options because it fails to create...
>>> something is missing in this upgrade process.. .. anyone else notice?
>>> Oh and what I said about the ARTEMPSPACE ___ Still not fixed:: It cannot
>>> and will not use the previous artmpspace: it only allows you to RECREATE a
>>> new artmpspace
>>>
>>> --
>>> Patrick Zandi
>>>
>>>
>>> ___
>>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>>> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>>>
>>>
>>>
>>>
>>> --
>>> Patrick Zandi
>>>
>>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
>>>
>>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>>>
>>
>>
>>
>> --
>> Patrick Zandi
>>
>
>
>
> --
> Patrick Zandi
>



-- 
Patrick Zandi

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Re: Strange time display issues, possible DST bug?

[Paul Blasquez]

Thanks for you replies, Axton and Fred.

BMC got back to me and we were able to demonstrate the issue to them over a
webex.  BMC was able to replicate the issue in one of their test
environments and the tech is going to request a defect be issued but he
emphasized that he has no idea whether it will be patched or not due to the
EOL status of the User Client.

Downgrading the User Client to 7.1 fixes the issue.  The issue was
replicated by BMC in version 7.5 and 7.6 of the user client on Windows 7
client machines.

Hope this helps someone else out there.

Thanks,

-Paul

On Thu, Nov 3, 2011 at 12:27 PM, Grooms, Frederick W <
frederick.w.gro...@xo.com> wrote:

> Do you have ALL the Windows 7 DST patches on Laptop 2?
>
> When does each laptop think that the DST change is set to take effect?
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Paul Blasquez
> Sent: Thursday, November 03, 2011 2:08 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Strange time display issues, possible DST bug?
>
> ** Correction, we have a 7.1 patch 7 server.
>
> Clarification:  The 1 hour discrepancy appears when displaying date/time
> fields and $TIMESTAMP$ variables on forms in the user client.  Sorry that
> it wasn't clear in the original wording.  I've corrected it in red below:
> On Thu, Nov 3, 2011 at 11:44 AM, Paul Blasquez  wrote:
> Hello All,
>
> We have a very strange issue on our custom 7.1 patch 22 server and I
> wanted to reach out to see if anyone else is encountering this or if they
> have any insight.
>
> The issue is that a random sample of Windows 7 users is seeing timestamps
> as 1 hour less than their configured timezone.  We've been able to set up
> an experiment to isolate the behavior as best as possible.
>
> Behavior is from two identical laptops:
>
> . Model: Dell Latitude E6420
> . OS: Window 7 SP1, same KBs installed.
> . Remedy User Client: 7.6.04 SP2
> . We are using the same user.
> . The user has their Time Zone set to GMT -8:00 America/Los
> Angeles. We've used preferences both locally on each laptop and from a
> preference server.
>
> Description of the Behavior:
>
> . From Laptop1 we always see the correct time on the date/time
> fields.
> . From Laptop 2 we always see the time as 1 hour less than the
> correct time.
> . This issue goes away if we set the date on Laptop 2 to be beyond
> the DST change at 2am on Nov 6th.
> . The issue persists if we use different timezones.
>
> So, if the date/time field or $TIMESTAMP$ is displayed as 5:00pm on Laptop
> 1, we see 4:00pm on Laptop2.  When we set the date/time on Laptop 2 to any
> time after 2am on Nov 6th, this discrepancy goes away.  If we change the
> time zones around, the -1 hour difference follows the change.
>
> The evidence points to some sort of DST discrepancy and we cannot rule out
> the User Client at this time.  We have a ticket open with BMC but it is
> still going through the support channels right now.
>
> Does anyone here know what time-related variables are involved with the
> User Client interaction with the server, and what are the sources of those
> variables?  I've scoured the Windows 7 information out there looking for
> all time variables and comparing them on each laptop and everything is
> identical so far.
>
> Any information is much appreciated!
>
> Thanks,
>
> Paul Blasquez
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>

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Re: Strange time display issues, possible DST bug?

[Grooms, Frederick W]

Thanks for the update.   Do you know if it was reproducible on XP using the 
7.6.04 SP2 User Tool (or was it a Windows 7 only issue)?

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Paul Blasquez
Sent: Thursday, November 03, 2011 3:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Strange time display issues, possible DST bug?

** Thanks for your replies, Axton and Fred.

BMC got back to me and we were able to demonstrate the issue to them over a 
webex.  BMC was able to replicate the issue in one of their test environments 
and the tech is going to request a defect be issued but he emphasized that he 
has no idea whether it will be patched or not due to the EOL status of the User 
Client.

Downgrading the User Client to 7.1 fixes the issue.  The issue was replicated 
by BMC in version 7.5 and 7.6 of the user client on Windows 7 client machines.

Hope this helps someone else out there.

Thanks,

-Paul
On Thu, Nov 3, 2011 at 12:27 PM, Grooms, Frederick W 
 wrote:
Do you have ALL the Windows 7 DST patches on Laptop 2?

When does each laptop think that the DST change is set to take effect?

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Paul Blasquez
Sent: Thursday, November 03, 2011 2:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Strange time display issues, possible DST bug?

** Correction, we have a 7.1 patch 7 server.

Clarification:  The 1 hour discrepancy appears when displaying date/time fields 
and $TIMESTAMP$ variables on forms in the user client.  Sorry that it wasn't 
clear in the original wording.  I've corrected it in red below:
On Thu, Nov 3, 2011 at 11:44 AM, Paul Blasquez  wrote:
Hello All,
 
We have a very strange issue on our custom 7.1 patch 22 server and I wanted to 
reach out to see if anyone else is encountering this or if they have any 
insight.
 
The issue is that a random sample of Windows 7 users is seeing timestamps as 1 
hour less than their configured timezone.  We've been able to set up an 
experiment to isolate the behavior as best as possible.
 
Behavior is from two identical laptops:
 
. Model: Dell Latitude E6420
. OS: Window 7 SP1, same KBs installed.
. Remedy User Client: 7.6.04 SP2
. We are using the same user.
. The user has their Time Zone set to GMT -8:00 America/Los Angeles. 
We've used preferences both locally on each laptop and from a preference server.
 
Description of the Behavior:
 
. From Laptop1 we always see the correct time on the date/time fields.
. From Laptop 2 we always see the time as 1 hour less than the correct 
time.
. This issue goes away if we set the date on Laptop 2 to be beyond the 
DST change at 2am on Nov 6th.
. The issue persists if we use different timezones.
 
So, if the date/time field or $TIMESTAMP$ is displayed as 5:00pm on Laptop 1, 
we see 4:00pm on Laptop2.  When we set the date/time on Laptop 2 to any time 
after 2am on Nov 6th, this discrepancy goes away.  If we change the time zones 
around, the -1 hour difference follows the change.
 
The evidence points to some sort of DST discrepancy and we cannot rule out the 
User Client at this time.  We have a ticket open with BMC but it is still going 
through the support channels right now.
 
Does anyone here know what time-related variables are involved with the User 
Client interaction with the server, and what are the sources of those 
variables?  I've scoured the Windows 7 information out there looking for all 
time variables and comparing them on each laptop and everything is identical so 
far.
 
Any information is much appreciated!
 
Thanks,
 
Paul Blasquez
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Re: 7.6.04 -SP02 Windows:: got a question

[strauss]

Yeah, I'm stuck again on the ARS install from SP1 to SP2 on a clone of 
production - applying SP2 kills the FTS plugin deader than a doorknob.  An 
hour+ webex spent changing all sorts of bizarre config settings and restarting 
ARS resolved nothing.  On the previous server I took up to SP2 it was the ITSM 
SP2 install that cratered FTS - differently; what fixed that (all new files for 
the \fts folder) did not fix the second server, where ITSM SP2 is only a future 
nightmare.

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 patrick zandi
Sent: Thursday, November 03, 2011 3:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 -SP02 Windows:: got a question

** I misspoke: they have a clear path.. but for me it is not working..
And I am sure it is working for all the other people in the Grit eating World !
On Thu, Nov 3, 2011 at 4:30 PM, patrick zandi 
mailto:remedy...@gmail.com>> wrote:
TOO FUNNY:::  7.6.04 SP1  Upgrade option works..   SP2 does not even show up..  
I am upgrading now..
We gotta get this stuff working correctly

I think at least a round or two of TESTERS might help a little...
the midtier needs to be down when you do it.. It was up in my case had to use a 
different port::
I am just testing a couple of theories.. about importing and upgrading of the 
SRM stuff..

Cause BMC does not have a real clear path.. and I have found many issues...
with the older SRM 7.6 and trying to export and import into a 7.6.04 sp1 or 2 
... won't work.. exports get record dumps and sometimes I am getting 2, 3, 4, 
5,6, even 7 duplicates in the dumps..

They do not know why...



On Thu, Nov 3, 2011 at 3:24 PM, patrick zandi 
mailto:remedy...@gmail.com>> wrote:
ENV: previous::
ARS 7.5 P3 -- ITSM 7.6.00 SRM 7.6.01


On Thu, Nov 3, 2011 at 1:59 PM, strauss 
mailto:stra...@unt.edu>> wrote:
**
What patch level is the 7.5 installation?  I seem to remember during my upgrade 
to 7.6.03 and/or 04.01 that they wanted me on 7.5.00.007 as an intermediate 
level (and 7.6.00.002/1 apps).  Of course, your problem 
may have nothing to do with that, since the 7.6.x installers have their own 
collection of defects and misbehaviors, most of them already mentioned in this 
thread.

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 patrick 
zandi
Sent: Thursday, November 03, 2011 12:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 -SP02 Windows:: got a question

** I tried that... but not this time..
On Thu, Nov 3, 2011 at 1:40 PM, Grooms, Frederick W 
mailto:frederick.w.gro...@xo.com>> wrote:
I had that same sort of issue with 7.6.03 and found I had to re-type all 
passwords into the installer before it would recognize that I was trying to do 
an upgrade.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick 
zandi
Sent: Thursday, November 03, 2011 12:36 PM
To: arslist@ARSLIST.ORG
Subject: 7.6.04 -SP02 Windows:: got a question

** So I have an oracle 11r2 db, and I had imported an ARS 7.5 db into it.
Go and run the SP2 ARS and as it goes along it asks all the right questions:: 
but Fails to understand what to do when it detects the arsystem is already 
there.. and tells me that it is already there, and I need to upgrade but does 
not give you any options because it fails to create... something is missing in 
this upgrade process.. .. anyone else notice?
Oh and what I said about the ARTEMPSPACE ___ Still not fixed:: It cannot and 
will not use the previous artmpspace: it only allows you to RECREATE a new 
artmpspace

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Re: Adding a Unique Index to COM:Company

[Cecil, Ken]

Just to confirm I checked and creating more than one unique index on
COM:Company in 7.5.x was no problem.  So yeah, must be an overlay
limitation as Guillaume reported.

 

Ken.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault
Sent: Thursday, November 03, 2011 4:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Adding a Unique Index to COM:Company

 

** 

Hi Jase,

I am 99.% sure you cannot create a unique index on an overlaid form,
that is a known limitation... You can only create unique indexes on
custom forms.
So the only thing you can do is create two filters that fire on submit
and modify:
1st one checks whether the value is already present in another record in
teh same form
2nd props the error message 

cheers

Guillaume



From: Action Request System discussion list(ARSList)
[arslist@ARSLIST.ORG] on behalf of Jase Brandon [jasebran...@gmail.com]
Sent: Thursday, November 03, 2011 4:08 PM
To: arslist@ARSLIST.ORG
Subject: Adding a Unique Index to COM:Company

** Hello All,
I need to add a unique index to the COM:Company form to ensure that a
custom field maintains a distinct value on submit. But there is
already a unique index on the Request ID field on COM:Company, and dev
studio won't give me the option to add another unique index on the field
I want.
I thought "oh yeah - only one unique index per form", then for jokes n'
grins - I checked HPD:HelpDesk - which has two unique indexes, both
character indexes. So that proves more than one unique index is
available per form. What am I doing wrong? Any suggestions from the
gang? :-)
FYI... COM:Company is already overlaid as well as the view I'm working
with.

Thanks in Advance,

Jase Brandon
7.6.04 SP1
Windows 2008
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Re: 7.6.04 -SP02 Windows:: got a question

[patrick zandi]

OK::: I know this for sure you MUST use ARSYSTEM int he oracle
database.. they HARD CODED calls to it, Rather than asking for what it is,
and returning and using what was returned::: here is #1 Error on my failed
upgrade.
OURS was installed as ARSYS not ARSYSTEM...
It might still work:: not positive.. yet..
.
  LOG EVENT {Description=[[SQLERROR] [DESCRIPTION] Failed to upgrade the
database schema],Detail=[[SQLERRORCODE]=0 [SQLMESSAGE]=Failed to run SQL
statement [CREATE TABLE ARADMIN.hgcontrol ( schemaId NUMBER(15) NOT NULL,
entryId VARCHAR2(15), uniq VARCHAR2(31) )] Due to [ORA-00959:
tablespace '*ARSYSTEM'
does not exist*
#2
Throwable=[java.sql.SQLException: Failed to run SQL statement [CREATE TABLE
ARADMIN.hgcontrol ( schemaId NUMBER(15) NOT NULL, entryId VARCHAR2(15),
uniq VARCHAR2(31) )] Due to [ORA-00959*: tablespace 'ARSYSTEM' does not
exist*
]
com.bmc.install.utility.database.io.DatabaseModelJDBCWriter.writeStatements(DatabaseModelJDBCWriter.java:245)
com.bmc.install.utility.database.io.DatabaseModelJDBCWriter.writeStatements(DatabaseModelJDBCWriter.java:130)
com.bmc.install.product.arsuitekit.platforms.arsystemservers.arserver.ARServerManageUpgradeDatabaseBusinessTask.processDBVendorTablesXMLFile(ARServerManageUpgradeDatabaseBusinessTask.java:425)
com.bmc.install.product.arsuitekit.platforms.arsystemservers.arserver.ARServerManageUpgradeDatabaseBusinessTask.execute(ARServerManageUpgradeDatabaseBusinessTask.java:98)
com.bmc.install.product.arsuitekit.platforms.arsystemservers.arserver.ARServerOracleManageUpgradeDatabaseTask.execute(ARServerOracleManageUpgradeDatabaseTask.java:85)
com.bmc.install.task.InstallationTask.run(InstallationTask.java:80)
java.lang.Thread.run(Unknown Source)]



-- 
Patrick Zandi

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Re: Strange time display issues, possible DST bug?

[Paul Blasquez]

So far the issue has only been seen on Windows 7 boxes.

On Thu, Nov 3, 2011 at 1:46 PM, Grooms, Frederick W <
frederick.w.gro...@xo.com> wrote:

> Thanks for the update.   Do you know if it was reproducible on XP using
> the 7.6.04 SP2 User Tool (or was it a Windows 7 only issue)?
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Paul Blasquez
> Sent: Thursday, November 03, 2011 3:40 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Strange time display issues, possible DST bug?
>
> ** Thanks for your replies, Axton and Fred.
>
> BMC got back to me and we were able to demonstrate the issue to them over
> a webex.  BMC was able to replicate the issue in one of their test
> environments and the tech is going to request a defect be issued but he
> emphasized that he has no idea whether it will be patched or not due to the
> EOL status of the User Client.
>
> Downgrading the User Client to 7.1 fixes the issue.  The issue was
> replicated by BMC in version 7.5 and 7.6 of the user client on Windows 7
> client machines.
>
> Hope this helps someone else out there.
>
> Thanks,
>
> -Paul
> On Thu, Nov 3, 2011 at 12:27 PM, Grooms, Frederick W <
> frederick.w.gro...@xo.com> wrote:
> Do you have ALL the Windows 7 DST patches on Laptop 2?
>
> When does each laptop think that the DST change is set to take effect?
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Paul Blasquez
> Sent: Thursday, November 03, 2011 2:08 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Strange time display issues, possible DST bug?
>
> ** Correction, we have a 7.1 patch 7 server.
>
> Clarification:  The 1 hour discrepancy appears when displaying date/time
> fields and $TIMESTAMP$ variables on forms in the user client.  Sorry that
> it wasn't clear in the original wording.  I've corrected it in red below:
> On Thu, Nov 3, 2011 at 11:44 AM, Paul Blasquez  wrote:
> Hello All,
>
> We have a very strange issue on our custom 7.1 patch 22 server and I
> wanted to reach out to see if anyone else is encountering this or if they
> have any insight.
>
> The issue is that a random sample of Windows 7 users is seeing timestamps
> as 1 hour less than their configured timezone.  We've been able to set up
> an experiment to isolate the behavior as best as possible.
>
> Behavior is from two identical laptops:
>
> . Model: Dell Latitude E6420
> . OS: Window 7 SP1, same KBs installed.
> . Remedy User Client: 7.6.04 SP2
> . We are using the same user.
> . The user has their Time Zone set to GMT -8:00 America/Los
> Angeles. We've used preferences both locally on each laptop and from a
> preference server.
>
> Description of the Behavior:
>
> . From Laptop1 we always see the correct time on the date/time
> fields.
> . From Laptop 2 we always see the time as 1 hour less than the
> correct time.
> . This issue goes away if we set the date on Laptop 2 to be beyond
> the DST change at 2am on Nov 6th.
> . The issue persists if we use different timezones.
>
> So, if the date/time field or $TIMESTAMP$ is displayed as 5:00pm on Laptop
> 1, we see 4:00pm on Laptop2.  When we set the date/time on Laptop 2 to any
> time after 2am on Nov 6th, this discrepancy goes away.  If we change the
> time zones around, the -1 hour difference follows the change.
>
> The evidence points to some sort of DST discrepancy and we cannot rule out
> the User Client at this time.  We have a ticket open with BMC but it is
> still going through the support channels right now.
>
> Does anyone here know what time-related variables are involved with the
> User Client interaction with the server, and what are the sources of those
> variables?  I've scoured the Windows 7 information out there looking for
> all time variables and comparing them on each laptop and everything is
> identical so far.
>
> Any information is much appreciated!
>
> Thanks,
>
> Paul Blasquez
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
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>
>
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Re: Adding a Unique Index to COM:Company

[Melissa reed]

You can create the unique index on the base form, when you take it out of 
best practice mode.



From:   "Cecil, Ken" 
To: arslist@ARSLIST.ORG
Date:   11/03/2011 03:55 PM
Subject:Re: Adding a Unique Index to COM:Company
Sent by:"Action Request System discussion list(ARSList)" 




** 
Just to confirm I checked and creating more than one unique index on 
COM:Company in 7.5.x was no problem.  So yeah, must be an overlay 
limitation as Guillaume reported.
 
Ken.
 
From: Action Request System discussion list(ARSList) [
mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault
Sent: Thursday, November 03, 2011 4:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Adding a Unique Index to COM:Company
 
** 
Hi Jase,

I am 99.% sure you cannot create a unique index on an overlaid form, 
that is a known limitation... You can only create unique indexes on custom 
forms.
So the only thing you can do is create two filters that fire on submit and 
modify:
1st one checks whether the value is already present in another record in 
teh same form
2nd props the error message 

cheers

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] 
on behalf of Jase Brandon [jasebran...@gmail.com]
Sent: Thursday, November 03, 2011 4:08 PM
To: arslist@ARSLIST.ORG
Subject: Adding a Unique Index to COM:Company
** Hello All,
I need to add a unique index to the COM:Company form to ensure that a 
custom field maintains a distinct value on submit. But there is 
already a unique index on the Request ID field on COM:Company, and dev 
studio won't give me the option to add another unique index on the field I 
want.
I thought "oh yeah - only one unique index per form", then for jokes n' 
grins - I checked HPD:HelpDesk - which has two unique indexes, both 
character indexes. So that proves more than one unique index is available 
per form. What am I doing wrong? Any suggestions from the gang? :-)
FYI... COM:Company is already overlaid as well as the view I'm working 
with.

Thanks in Advance,

Jase Brandon
7.6.04 SP1
Windows 2008
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
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This email and any files transmitted with it are confidential and
intended solely for the use of the individual or entity to whom
they are addressed. If you have received this email in error please
notify the system manager. This footnote also confirms that this
email message has been swept for the presence of computer viruses.
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ARS 6.3 with DB2 version 9

[Mettupally, Vamshi]

Hi,

 

Is anyone running ARS 6.3 on a DB2 9.x database. We are currently  on ARS 6.3
with DB2 8.2 but would like to upgrade our database to DB2 9.1 or 9.7 - Want
to know what issues could we expect if we upgrade?

The plan is to run ARS on upgraded DB2 for a few months and then upgrade the
ARS.

 

ARS 6.3

HD 6.0

DB2 8.2

Solaris 9

 

Vamshi


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Re: 7.6.04 -SP02 Windows:: got a question

[Grooms, Frederick W]

I don't see in your log where the SQL is referencing ARSYSTEM (almost like it 
is trying to use the default for that Oracle user).

Can you double check to make sure that the aradmin user's default tablespace is 
not ARSYSTEM (assuming that your db user is aradmin)

Select * from SYS.USER_USERS Where username = 'ARADMIN'

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Thursday, November 03, 2011 3:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 -SP02 Windows:: got a question

** OK::: I know this for sure you MUST use ARSYSTEM int he oracle 
database.. they HARD CODED calls to it, Rather than asking for what it is, and 
returning and using what was returned::: here is #1 Error on my failed upgrade.
OURS was installed as ARSYS not ARSYSTEM...
It might still work:: not positive.. yet..
.
  LOG EVENT {Description=[[SQLERROR] [DESCRIPTION] Failed to upgrade the 
database schema],Detail=[[SQLERRORCODE]=0 [SQLMESSAGE]=Failed to run SQL 
statement [CREATE TABLE ARADMIN.hgcontrol ( schemaId NUMBER(15) NOT NULL, 
entryId VARCHAR2(15), uniq VARCHAR2(31) )] Due to [ORA-00959: tablespace 
'ARSYSTEM' does not exist
#2
Throwable=[java.sql.SQLException: Failed to run SQL statement [CREATE TABLE 
ARADMIN.hgcontrol ( schemaId NUMBER(15) NOT NULL, entryId VARCHAR2(15), uniq 
VARCHAR2(31) )] Due to [ORA-00959: tablespace 'ARSYSTEM' does not exist
]
com.bmc.install.utility.database.io.DatabaseModelJDBCWriter.writeStatements(DatabaseModelJDBCWriter.java:245)
com.bmc.install.utility.database.io.DatabaseModelJDBCWriter.writeStatements(DatabaseModelJDBCWriter.java:130)
com.bmc.install.product.arsuitekit.platforms.arsystemservers.arserver.ARServerManageUpgradeDatabaseBusinessTask.processDBVendorTablesXMLFile(ARServerManageUpgradeDatabaseBusinessTask.java:425)
com.bmc.install.product.arsuitekit.platforms.arsystemservers.arserver.ARServerManageUpgradeDatabaseBusinessTask.execute(ARServerManageUpgradeDatabaseBusinessTask.java:98)
com.bmc.install.product.arsuitekit.platforms.arsystemservers.arserver.ARServerOracleManageUpgradeDatabaseTask.execute(ARServerOracleManageUpgradeDatabaseTask.java:85)
com.bmc.install.task.InstallationTask.run(InstallationTask.java:80)
java.lang.Thread.run(Unknown Source)]

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Re: 7.6.04 -SP02 Windows:: got a question

[patrick zandi]

now I am getting the following on startup::
*Thu Nov 03 16:12:29 2011  390600 : The database is not the expected
version (may need to run upgrade program) (ARERR 36)
Thu Nov 03 16:12:29 2011: AR System server terminated — fatal error
occurred in ARSERVER (ARNOTE  21)*


On Thu, Nov 3, 2011 at 4:56 PM, patrick zandi  wrote:

> OK::: I know this for sure you MUST use ARSYSTEM int he oracle
> database.. they HARD CODED calls to it, Rather than asking for what it is,
> and returning and using what was returned::: here is #1 Error on my failed
> upgrade.
> OURS was installed as ARSYS not ARSYSTEM...
> It might still work:: not positive.. yet..
> .
>   LOG EVENT {Description=[[SQLERROR] [DESCRIPTION] Failed to upgrade the
> database schema],Detail=[[SQLERRORCODE]=0 [SQLMESSAGE]=Failed to run SQL
> statement [CREATE TABLE ARADMIN.hgcontrol ( schemaId NUMBER(15) NOT NULL,
> entryId VARCHAR2(15), uniq VARCHAR2(31) )] Due to [ORA-00959: tablespace '
> *ARSYSTEM' does not exist*
> #2
> Throwable=[java.sql.SQLException: Failed to run SQL statement [CREATE
> TABLE ARADMIN.hgcontrol ( schemaId NUMBER(15) NOT NULL, entryId
> VARCHAR2(15), uniq VARCHAR2(31) )] Due to [ORA-00959*: tablespace
> 'ARSYSTEM' does not exist*
> ]
>
> com.bmc.install.utility.database.io.DatabaseModelJDBCWriter.writeStatements(DatabaseModelJDBCWriter.java:245)
>
> com.bmc.install.utility.database.io.DatabaseModelJDBCWriter.writeStatements(DatabaseModelJDBCWriter.java:130)
>
> com.bmc.install.product.arsuitekit.platforms.arsystemservers.arserver.ARServerManageUpgradeDatabaseBusinessTask.processDBVendorTablesXMLFile(ARServerManageUpgradeDatabaseBusinessTask.java:425)
>
> com.bmc.install.product.arsuitekit.platforms.arsystemservers.arserver.ARServerManageUpgradeDatabaseBusinessTask.execute(ARServerManageUpgradeDatabaseBusinessTask.java:98)
>
> com.bmc.install.product.arsuitekit.platforms.arsystemservers.arserver.ARServerOracleManageUpgradeDatabaseTask.execute(ARServerOracleManageUpgradeDatabaseTask.java:85)
> com.bmc.install.task.InstallationTask.run(InstallationTask.java:80)
> java.lang.Thread.run(Unknown Source)]
>
>
>
> --
> Patrick Zandi
>



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Re: 7.6.04 -SP02 Windows:: got a question

[patrick zandi]

Great Question: db was confused:: default was arsystem, but the tablespace
was arsys,
I renamed the tablespace to arsystem and ensured the user account is
correct for default..

One more time..

On Thu, Nov 3, 2011 at 5:16 PM, Grooms, Frederick W <
frederick.w.gro...@xo.com> wrote:

> **
>
> I don’t see in your log where the SQL is referencing ARSYSTEM (almost like
> it is trying to use the default for that Oracle user).  
>
> ** **
>
> Can you double check to make sure that the aradmin user’s default
> tablespace is not ARSYSTEM (assuming that your db user is aradmin)
>
> ** **
>
> Select * from SYS.USER_USERS Where username = ‘ARADMIN’
>
> ** **
>
> Fred
>
> ** **
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *patrick zandi
> *Sent:* Thursday, November 03, 2011 3:57 PM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: 7.6.04 -SP02 Windows:: got a question
>
>  ** **
>
> ** OK::: I know this for sure you MUST use ARSYSTEM int he oracle
> database.. they HARD CODED calls to it, Rather than asking for what it is,
> and returning and using what was returned::: here is #1 Error on my failed
> upgrade.
>
> OURS was installed as ARSYS not ARSYSTEM...
> It might still work:: not positive.. yet..
> .
>   LOG EVENT {Description=[[SQLERROR] [DESCRIPTION] Failed to upgrade the
> database schema],Detail=[[SQLERRORCODE]=0 [SQLMESSAGE]=Failed to run SQL
> statement [CREATE TABLE ARADMIN.hgcontrol ( schemaId NUMBER(15) NOT NULL,
> entryId VARCHAR2(15), uniq VARCHAR2(31) )] Due to [ORA-00959: tablespace '
> *ARSYSTEM' does not exist*
> #2
> Throwable=[java.sql.SQLException: Failed to run SQL statement [CREATE
> TABLE ARADMIN.hgcontrol ( schemaId NUMBER(15) NOT NULL, entryId
> VARCHAR2(15), uniq VARCHAR2(31) )] Due to [ORA-00959*: tablespace
> 'ARSYSTEM' does not exist*
> ]
>
> com.bmc.install.utility.database.io.DatabaseModelJDBCWriter.writeStatements(DatabaseModelJDBCWriter.java:245)
>
> com.bmc.install.utility.database.io.DatabaseModelJDBCWriter.writeStatements(DatabaseModelJDBCWriter.java:130)
>
> com.bmc.install.product.arsuitekit.platforms.arsystemservers.arserver.ARServerManageUpgradeDatabaseBusinessTask.processDBVendorTablesXMLFile(ARServerManageUpgradeDatabaseBusinessTask.java:425)
>
> com.bmc.install.product.arsuitekit.platforms.arsystemservers.arserver.ARServerManageUpgradeDatabaseBusinessTask.execute(ARServerManageUpgradeDatabaseBusinessTask.java:98)
>
> com.bmc.install.product.arsuitekit.platforms.arsystemservers.arserver.ARServerOracleManageUpgradeDatabaseTask.execute(ARServerOracleManageUpgradeDatabaseTask.java:85)
> com.bmc.install.task.InstallationTask.run(InstallationTask.java:80)
> java.lang.Thread.run(Unknown Source)]
>
> --
> Patrick Zandi
>
> 
>
> ** **
>  _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_




-- 
Patrick Zandi

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Re: Adding a Unique Index to COM:Company

[Joe Martin D'Souza]

Jase,

You might also want to check if after you created the field, if you have input 
values into that field that are not unique.. In that case you will not be able 
to create a unique index as the DB will throw a unique index violation error.

I cannot confirm as of now if you cannot create a unique index on an overlaid 
form, but I think I had done that in the past with no problems..

Cheers

Joe

From: Melissa reed 
Sent: Thursday, November 03, 2011 4:57 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: Adding a Unique Index to COM:Company

** You can create the unique index on the base form, when you take it out of 
best practice mode. 



From:"Cecil, Ken"  
To:arslist@ARSLIST.ORG 
Date:11/03/2011 03:55 PM 
Subject:Re: Adding a Unique Index to COM:Company 
Sent by:"Action Request System discussion list(ARSList)" 
 





** 
Just to confirm I checked and creating more than one unique index on 
COM:Company in 7.5.x was no problem.  So yeah, must be an overlay limitation as 
Guillaume reported. 
  
Ken. 
  
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault
Sent: Thursday, November 03, 2011 4:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Adding a Unique Index to COM:Company 
  
** 
Hi Jase,

I am 99.% sure you cannot create a unique index on an overlaid form, that 
is a known limitation... You can only create unique indexes on custom forms.
So the only thing you can do is create two filters that fire on submit and 
modify:
1st one checks whether the value is already present in another record in teh 
same form
2nd props the error message 

cheers

Guillaume 





From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Jase Brandon [jasebran...@gmail.com]
Sent: Thursday, November 03, 2011 4:08 PM
To: arslist@ARSLIST.ORG
Subject: Adding a Unique Index to COM:Company 
** Hello All,
I need to add a unique index to the COM:Company form to ensure that a custom 
field maintains a distinct value on submit. But there is already a unique 
index on the Request ID field on COM:Company, and dev studio won't give me the 
option to add another unique index on the field I want.
I thought "oh yeah - only one unique index per form", then for jokes n' grins - 
I checked HPD:HelpDesk - which has two unique indexes, both character indexes. 
So that proves more than one unique index is available per form. What am I 
doing wrong? Any suggestions from the gang? :-)
FYI... COM:Company is already overlaid as well as the view I'm working with.

Thanks in Advance,

Jase Brandon
7.6.04 SP1
Windows 2008

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Re: ITSM 7.6.04 - Remove an overlay

[Joe Martin D'Souza]

That does work. You just select the overlaid object, delete it and you will 
see the status of that object return to unmodified with a new timestamp..


Joe

-Original Message- 
From: Jones, Jared K DLA CIV TRANSACTION SERVICES
Sent: Thursday, November 03, 2011 11:36 AM Newsgroups: 
public.remedy.arsystem.general

To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.04 - Remove an overlay

I believe you just "delete" the object. For example, if you have an overlay
active link in dev studio and you delete it, the original reappears. This
should work the same on all objects as long as you're in Best Practices
view.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Thursday, November 03, 2011 11:24 AM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.6.04 - Remove an overlay

Does anyone have any step by step instructions for removing an overlay?

I have looked through the manuals.  Tried "help", tried the BMC KB and the
communities... but there are no clear instructions.
I need to remove an overlay on a form and can't seem to find out how to do
it.  I have asked support and am waiting... anyone???


Claire 


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Re: ITSM Product Catalogue

[Gmail]

Is it going to be based on a quarterly subscription? How can we get the
first release as well as subsequent ones, which I expect BMC to keep adding
more products to the list as time progresses.

 

Moe. 

 

From: Mertner, Allan [mailto:allan_mert...@bmc.com] 
Sent: Thursday, November 03, 2011 9:39 AM
Subject: Re: ITSM Product Catalogue

 

** 

The intent is to have the product catalog work with 7.6.03 and newer.

 

Allan

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hocks, Mike (DOT)
Sent: 26 October 2011 22:08
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Product Catalogue

 

** 

So prod cats will be release in 01.2012 for 7.6.04 and newer? 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Matt Laurenceau
Sent: Wednesday, October 26, 2011 9:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Product Catalogue

 

** Please continue the online thread on
https://communities.bmc.com/communities/message/209046#209046

Nik (Engineering - talked with him earlier today) and other friends (Product
Mgmt) are ready to weigh in.

 

~ Matt Laurenceau, BMC Software

Senior Community Ambassador, BMC Communities

Follow me   @Matt_L

  Google Profiles, Skype:matt.laurenceau

 

On Wed, Oct 26, 2011 at 4:07 PM, Danny Kellett
 wrote:

** 

Hi,

 

Thanks for the reply. I am in contact with those guys who said it will be
released again approx January 2012.

 

Apps seems to be the easiest. But what about hardware and the fact that
Incident, Problem and Change need to have different prod cats to Asset/CMDB?

 

Regards

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peter Romain
Sent: 26 October 2011 14:03
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Product Catalogue

 

** 

The BMC ADDM guys produced a product catalog for software that the patterns
in ADDM used.

 

This was withdrawn as it was pretty poor but we should expect it to reappear
at some point.

 

BMC has said in the past that the system will include more, better quality
sample foundation data based on ADDM and it would be good to see this
happening.

 

I also start by using the sample data which takes care of most classes. The
more complex ones like computer and product are added to as CI's are brought
in.

 

Using the rule that no CIs are reconciled unless they are normalised should
help keep the product catalog clean.

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danny Kellett
Sent: 26 October 2011 13:39
To: arslist@ARSLIST.ORG
Subject: ITSM Product Catalogue

 

** 

Hi list,

 

I just wanted to get a feel for how many of you start from scratch, take the
BMC sample data and add to it, etc?

 

I have always started with the sample set and added from customer to
customer then heavily used aliases for discovery etc

 

I know BMC deployed a set with 7.03 of approx 15k, and now they are scaling
back to a list of approx 4000 (I am told, Matt Laurenceau is kindly
following this up internally)

 

Just wanted to get a feel and hopefully when I get to the bottom of this I
will post the list back to BMCDN if anyone is interested. Bored of
reinventing the wheel every time J

 

Anyway thanks and take care

Kind regards

 

Danny Kellett

Principle ITSM Consultant / SSO Support

 

_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_





 

-- 

 

~ Matt Laurenceau, BMC Software

Senior Community Ambassador, BMC Communities

matthieu_laurenc...@bmc.com

Follow me at @Matt_L  

Skype: matt.laurenceau 

 

_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 

_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 

_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 


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Re: ITSM Product Catalogue

[Mertner, Allan]

The Product Catalog Data Pack releases are indeed intended to be improved 
continuously and be release quarterly.  They will be posted on EPD for download.

Allan

From: Gmail [mailto:moe.abdela...@gmail.com]
Sent: 04 November 2011 03:09
To: Mertner, Allan
Cc: arsl...@listserv.rbugs.com
Subject: RE: ITSM Product Catalogue

Is it going to be based on a quarterly subscription? How can we get the first 
release as well as subsequent ones, which I expect BMC to keep adding more 
products to the list as time progresses.

Moe.

From: Mertner, Allan 
[mailto:allan_mert...@bmc.com]
Sent: Thursday, November 03, 2011 9:39 AM
Subject: Re: ITSM Product Catalogue

**
The intent is to have the product catalog work with 7.6.03 and newer.

Allan

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Hocks, Mike (DOT)
Sent: 26 October 2011 22:08
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Product Catalogue

**
So prod cats will be release in 01.2012 for 7.6.04 and newer?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Matt Laurenceau
Sent: Wednesday, October 26, 2011 9:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Product Catalogue

** Please continue the online thread on 
https://communities.bmc.com/communities/message/209046#209046
Nik (Engineering - talked with him earlier today) and other friends (Product 
Mgmt) are ready to weigh in.

~ Matt Laurenceau, BMC Software
Senior Community Ambassador, BMC Communities
Follow me @Matt_L
Google Profiles, Skype:matt.laurenceau

On Wed, Oct 26, 2011 at 4:07 PM, Danny Kellett 
mailto:danny.kell...@strategicworkflow.com>>
 wrote:
**
Hi,

Thanks for the reply. I am in contact with those guys who said it will be 
released again approx January 2012.

Apps seems to be the easiest. But what about hardware and the fact that 
Incident, Problem and Change need to have different prod cats to Asset/CMDB?

Regards

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peter 
Romain
Sent: 26 October 2011 14:03
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Product Catalogue

**
The BMC ADDM guys produced a product catalog for software that the patterns in 
ADDM used.

This was withdrawn as it was pretty poor but we should expect it to reappear at 
some point.

BMC has said in the past that the system will include more, better quality 
sample foundation data based on ADDM and it would be good to see this happening.

I also start by using the sample data which takes care of most classes. The 
more complex ones like computer and product are added to as CI's are brought in.

Using the rule that no CIs are reconciled unless they are normalised should 
help keep the product catalog clean.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danny 
Kellett
Sent: 26 October 2011 13:39
To: arslist@ARSLIST.ORG
Subject: ITSM Product Catalogue

**
Hi list,

I just wanted to get a feel for how many of you start from scratch, take the 
BMC sample data and add to it, etc?

I have always started with the sample set and added from customer to customer 
then heavily used aliases for discovery etc

I know BMC deployed a set with 7.03 of approx 15k, and now they are scaling 
back to a list of approx 4000 (I am told, Matt Laurenceau is kindly following 
this up internally)

Just wanted to get a feel and hopefully when I get to the bottom of this I will 
post the list back to BMCDN if anyone is interested. Bored of reinventing the 
wheel every time :)

Anyway thanks and take care
Kind regards

Danny Kellett
Principle ITSM Consultant / SSO Support

_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers 
Are"_
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers 
Are"_
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers 
Are"_



--

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

_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers 
Are"_
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers 
Are"_
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers 
Are"_

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