Re: OT: Remedy ITSM Versus Microsoft Service Center System Manager

[Jason Miller]

Change is hard :)
On Mar 22, 2012 2:18 PM, "Joe Martin D'Souza" 
wrote:

> **
>
> :-) Point is I do not mind the change as long as the change is applied in
> the direction where it was intended to. The intent was to make the
> application more user friendly for first time users.. Great.. Absolutely no
> problems with that..
>
> What about impacting billions of an already existing user base that was
> trained to use it the ‘harder, non-intuitive’ way. It may have been a hard,
> non-intuitive interface, but it had already grown in familiarity with the
> rest of us. Why change that? That kind of change could be as disastrous as
> taking on to a highway in England or many parts of Asia – well maybe not as
> disastrous, but definitely unfriendly.
>
> Joe
>
>  *From:* Jason Miller 
> *Sent:* Thursday, March 22, 2012 5:02 PM
> *Newsgroups:* public.remedy.arsystem.general
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: OT: Remedy ITSM Versus Microsoft Service Center System
> Manager
>
> **
>
> Joe, you sound like all of our customers/clients going from home grown
> apps to out off the box ITSM.  ;)
>
> Jason
> On Mar 22, 2012 1:57 PM, "Joe Martin D'Souza" 
> wrote:
>
>> **
>>  Windows 7 sucks interface wise. Nothings found where it used to be.
>> When I first started using it, it was frustrating to try to find simple
>> things like changing your display size! Took me quite a bit to figure that
>> out. Agreed it was nice of them to think of those starting to use windows
>> for the first time in their lives – it didn’t matter to them. What about
>> the existing customer base that has used it for the past 15 years? Why make
>> them to relearn a ‘new’ interface?
>>
>> Joe
>>
>>  *From:* Larry Barnes 
>> *Sent:* Thursday, March 22, 2012 4:45 PM
>> *Newsgroups:* public.remedy.arsystem.general
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* OT: Remedy ITSM Versus Microsoft Service Center System Manager
>>
>> **
>> So Lee, are you saying that MS will take as long to get SCSM right as it
>> did to go from Windows 3.1.1 to Windows 7  ;-o)
>>
>> L.B.
>>
>>  --
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] *On Behalf Of *Lee Cullom
>> *Sent:* Thursday, March 22, 2012 12:49 PM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: Remedy ITSM Versus Microsoft Service Center System Manager
>>
>> **
>>
>> This is an interesting topic to me… I think I barely stayed on-topic, so
>> I didn’t OT it, but feel free to move on with your life rather than reading…
>> 
>>
>> 
>>
>> Microsoft is making inroads, but they still have little to no market
>> share.  They are now giving away SCSM when you own SCOM or SCCM.  It’s
>> their most effective strategy.  I’ve seen them pop up in 2 Remedy accounts
>> in the Southeast recently.  I would be careful.  Microsoft tinkers around
>> for about 10 years, but they eventually get things right.  However, it
>> seems they have more success with *infrastructure* products (for
>> example):
>>
>> 
>>
>> O/S – Windows 3.1.1 wasn’t very good was it?  Windows 7… I am actually in
>> love with it.  
>>
>> SCCM – SMS was pathetic at one time… but… they kept at it.  
>>
>> SQL Server – Remember when people used to call that a joke?  It was the
>> old Sybase code!  
>>
>> SCOM – They now sell almost $1 Billion/year of this product.  This was
>> yet another acquisition that started off rocky…
>>
>> Virtualization – It keeps on improving… and with their pricing and recent
>> improvements, they might be able to take on VMware in 1-2 more major
>> releases.
>>
>> OLAP – SQL Analysis Services was the laughing stock of BI in 2000, even
>> in the 2005 release it was worse than BO.  People typically stop laughing
>> when they see our product query 4.1 Million CI records (in Atrium CMDB) in
>> less than 3 seconds.  Yes, that’s right, less than 3 seconds.  On a server
>> with 8 GB of memory and 4 processors… and no additional database licenses
>> (you hit an .XML data store).
>>
>> MS Exchange – You have to admit, it’s still better than Gmail.
>>
>> 
>>
>> On the enterprise *applications* side though, they haven’t fared so
>> well.  They have had the CRM product for a great deal of time, but haven’t
>> cracked 4% market share in the latest Gartner report.  Great plains has
>> done very well, but only in the SMB.  So, it is interesting.  Microsoft has
>> been successful in enterprise IT, but typically on the infrastructure side,
>> not applications like SCSM.
>>
>> 
>>
>> However, after seeing the *worst* ITSM product (maybe not worst, but
>> pretty darn bad) on the market attain 7% Market share (aka CA Service Desk
>> Manager)… and IBM Lotus Notes still hanging on to 7% of email server market
>> share, I know that product isn’t everything… unfortunately.
>>
>> 
>>
>> Lee
>>
>> 
>>
>> *Lee Cullom **| President | Northcraft Analytics*
>>
>> *IT Metrics Specialist | Business Intelligence for ITSM*

Re: Incident Mgmt Target Date Question

[Steinar Halland]

Could you not have a milestone set fields action to set the target date?
That would give you a bit of flexibility.

Br,

Steinar




Den 22. mars 2012 kl. 23:06 skrev Joe Martin D'Souza :

> I think it’s a good idea - afterall a target date as well as the SLA/OLA date 
> is one and the same thing - the anticipated customer expectation of 
> resolution or response..
> 
> You would however have to customize workflow to set it if you want to by 
> picking it up from the SLM data. I do not think there is an OTB function that 
> could do that for you..
> 
> Joe
> 
> -Original Message- From: Mike Hocks
> Sent: Thursday, March 22, 2012 5:48 PM Newsgroups: 
> public.remedy.arsystem.general
> To: arslist@ARSLIST.ORG
> Subject: Incident Mgmt Target Date Question
> 
> Our environment is Remedy ITSM 7.6.04
> I am wondering how the Target Date on an Incident Request can be 
> automatically set based on our service target/SLAs/OLAs definition in SLM? I 
> am going through the SLM configuration process and I am not seeing where I 
> can configure this?
> Thoughts?
> Thanks,
> -Mike 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug12 www.wwrug12.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"

Look up ITSM messages in ARE|RRR

[Misi Mladoniczky]

Hi,

I have now added support for all ITSM76 application message numbers from
ACTLs and FLTRs to the error message lookup page, in addition to the core
error messages that has been there for a long time:
http://rrr.se/cgi/arerrr?n=2980050
http://rrr.se/cgi/arerrr?n=49300

Let me know if you have any additional sources, as there are still message
numbers missing.

What I have at the moment are:
errapp76sp2.arx
errars76sp2.arx
itsm764sp2.def (the full definition)

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"

Re: Incident Mgmt Target Date Question

[Ramey, Anne]

This is done by checking the "Incident Estimated Resolution Tracking" in the 
Goal Type configuration for the goal type you are using for Incident Requests.  
Check that and any target of that goal type will automatically set the target 
date.

Anne Ramey
 
***
E-mail correspondence to and from this address may be subject to the North 
Carolina Public Records Law and may be disclosed to third parties only by an 
authorized State Official.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Steinar Halland
Sent: Friday, March 23, 2012 3:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident Mgmt Target Date Question

Could you not have a milestone set fields action to set the target date?
That would give you a bit of flexibility.

Br,

Steinar




Den 22. mars 2012 kl. 23:06 skrev Joe Martin D'Souza :

> I think it’s a good idea - afterall a target date as well as the SLA/OLA date 
> is one and the same thing - the anticipated customer expectation of 
> resolution or response..
> 
> You would however have to customize workflow to set it if you want to by 
> picking it up from the SLM data. I do not think there is an OTB function that 
> could do that for you..
> 
> Joe
> 
> -Original Message- From: Mike Hocks
> Sent: Thursday, March 22, 2012 5:48 PM Newsgroups: 
> public.remedy.arsystem.general
> To: arslist@ARSLIST.ORG
> Subject: Incident Mgmt Target Date Question
> 
> Our environment is Remedy ITSM 7.6.04
> I am wondering how the Target Date on an Incident Request can be 
> automatically set based on our service target/SLAs/OLAs definition in SLM? I 
> am going through the SLM configuration process and I am not seeing where I 
> can configure this?
> Thoughts?
> Thanks,
> -Mike
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> attend wwrug12 www.wwrug12.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"

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"

Re: Limiting who can add users

[Ramey, Anne]

We have had the same problem.  Training took care of it, but if it continues to 
be a problem, I would hide the + button if the person doesn't have contact 
people user or something like that.  I don't think you can limit that using 
ootb permission.

Anne Ramey

***
E-mail correspondence to and from this address may be subject to the North 
Carolina Public Records Law and may be disclosed to third parties only by an 
authorized State Official.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Thursday, March 22, 2012 5:35 PM
To: arslist@ARSLIST.ORG
Subject: Limiting who can add users

**
In the OOTB ITSM application, when an end user is creating an incident, instead 
of typing in the last name of the customer and pressing  to search the 
people records, we have users that will press the '+' icon and 'add' a new 
customer. This ends that a people record is created in a 'proposed' status for 
a user that is already in the system. The service desk then has to update the 
ticket with the 'real' customer and eliminate the proposed account. They then 
send a message to the user and slap their hands and say stop it.

We were wondering if there's a configuration that will disallow the ability for 
creating these new proposed people records by the normal end-users. We already 
manage user accounts on the back end and this becomes a nuisance.

Thanks.
_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"

Help SYS: Notification Messages.

[team.rem...@libero.it]

hello all,
could you explain how the mechanism of the email notifications works ?
I need to send mail in two different languages, some users understands Italian 
other English.
I found the form SYS: Notification Messages, but I do not understand how to 
use it to meet my goal.
Thanks Regards.
Peter

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"

Re: Incident Mgmt Target Date Question

[Goodall, Andrew C]

Good idea.

But keep in mind, that it may not be that straightforward, in that the
SLA due date can change if you have exclusions and/or application
specific business time windows.

So if you set the target date on submit of the SLA measurement, you'd
also want to consider updating the value based on changes to the SLA Due
Date.

Secondly, what if you have multiple SLA measurements for incident
resolution, e.g. for different support orgs - then which record sets
target date? I take it in your case you just have one overall enterprise
level sla for incident resolution.

Thirdly, consider what should happen if the SLA gets detached, should
you remove the target date. 

Fourthly, consider service target groupings if used - the old SLA
disappears and the new one inherits the old start time, e.g. we use this
for changes in priority. It shouldn't impact if you are executing on
submit and modify of the SLM:Measurement record - but something to keep
an eye on non the less.


Regards,
 
Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com 
  
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Steinar Halland
Sent: Friday, March 23, 2012 2:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident Mgmt Target Date Question

Could you not have a milestone set fields action to set the target date?
That would give you a bit of flexibility.

Br,

Steinar




Den 22. mars 2012 kl. 23:06 skrev Joe Martin D'Souza
:

> I think it's a good idea - afterall a target date as well as the
SLA/OLA date is one and the same thing - the anticipated customer
expectation of resolution or response..
> 
> You would however have to customize workflow to set it if you want to
by picking it up from the SLM data. I do not think there is an OTB
function that could do that for you..
> 
> Joe
> 
> -Original Message- From: Mike Hocks
> Sent: Thursday, March 22, 2012 5:48 PM Newsgroups:
public.remedy.arsystem.general
> To: arslist@ARSLIST.ORG
> Subject: Incident Mgmt Target Date Question
> 
> Our environment is Remedy ITSM 7.6.04
> I am wondering how the Target Date on an Incident Request can be
automatically set based on our service target/SLAs/OLAs definition in
SLM? I am going through the SLM configuration process and I am not
seeing where I can configure this?
> Thoughts?
> Thanks,
> -Mike 
>

___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug12 www.wwrug12.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"
The information transmitted is intended only for the person or entity to
which it is addressed and may contain confidential and/or privileged 
material.  If the reader of this message is not the intended recipient,
you are hereby notified that your access is unauthorized, and any review,
dissemination, distribution or copying of this message including any 
attachments is strictly prohibited.  If you are not the intended
recipient, please contact the sender and delete the material from any
computer.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"

OT: Remedy ITSM Versus Microsoft Service Center System Manager

[Joe Martin D'Souza]

Talking about change, I’ll soon need to get used to the brakes on bicycles.. In 
asia (and Europe too I think??) bicycles had their front brake on the right 
handle and back brakes on the left :-).. I was considering switching it around 
except that if anyone here were to borrow my bike, they could get into a 
serious accident if I forgot to tell them that..

Joe

From: Jason Miller 
Sent: Friday, March 23, 2012 3:04 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: OT: Remedy ITSM Versus Microsoft Service Center System Manager

** 
Change is hard :)

On Mar 22, 2012 2:18 PM, "Joe Martin D'Souza"  wrote:

  ** 

  :-) Point is I do not mind the change as long as the change is applied in the 
direction where it was intended to. The intent was to make the application more 
user friendly for first time users.. Great.. Absolutely no problems with that..

  What about impacting billions of an already existing user base that was 
trained to use it the ‘harder, non-intuitive’ way. It may have been a hard, 
non-intuitive interface, but it had already grown in familiarity with the rest 
of us. Why change that? That kind of change could be as disastrous as taking on 
to a highway in England or many parts of Asia – well maybe not as disastrous, 
but definitely unfriendly.

  Joe

  From: Jason Miller 
  Sent: Thursday, March 22, 2012 5:02 PM
  Newsgroups: public.remedy.arsystem.general
  To: arslist@ARSLIST.ORG 
  Subject: Re: OT: Remedy ITSM Versus Microsoft Service Center System Manager

  ** 
  Joe, you sound like all of our customers/clients going from home grown apps 
to out off the box ITSM.  ;)

  Jason

  On Mar 22, 2012 1:57 PM, "Joe Martin D'Souza"  wrote:

** 
Windows 7 sucks interface wise. Nothings found where it used to be. When I 
first started using it, it was frustrating to try to find simple things like 
changing your display size! Took me quite a bit to figure that out. Agreed it 
was nice of them to think of those starting to use windows for the first time 
in their lives – it didn’t matter to them. What about the existing customer 
base that has used it for the past 15 years? Why make them to relearn a ‘new’ 
interface?

Joe

From: Larry Barnes 
Sent: Thursday, March 22, 2012 4:45 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: OT: Remedy ITSM Versus Microsoft Service Center System Manager

** 
So Lee, are you saying that MS will take as long to get SCSM right as it 
did to go from Windows 3.1.1 to Windows 7  ;-o)

L.B.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lee Cullom
Sent: Thursday, March 22, 2012 12:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy ITSM Versus Microsoft Service Center System Manager


** 
This is an interesting topic to me… I think I barely stayed on-topic, so I 
didn’t OT it, but feel free to move on with your life rather than reading…



Microsoft is making inroads, but they still have little to no market share. 
 They are now giving away SCSM when you own SCOM or SCCM.  It’s their most 
effective strategy.  I’ve seen them pop up in 2 Remedy accounts in the 
Southeast recently.  I would be careful.  Microsoft tinkers around for about 10 
years, but they eventually get things right.  However, it seems they have more 
success with infrastructure products (for example):



O/S – Windows 3.1.1 wasn’t very good was it?  Windows 7… I am actually in 
love with it.  

SCCM – SMS was pathetic at one time… but… they kept at it.  

SQL Server – Remember when people used to call that a joke?  It was the old 
Sybase code!  

SCOM – They now sell almost $1 Billion/year of this product.  This was yet 
another acquisition that started off rocky…

Virtualization – It keeps on improving… and with their pricing and recent 
improvements, they might be able to take on VMware in 1-2 more major releases.

OLAP – SQL Analysis Services was the laughing stock of BI in 2000, even in 
the 2005 release it was worse than BO.  People typically stop laughing when 
they see our product query 4.1 Million CI records (in Atrium CMDB) in less than 
3 seconds.  Yes, that’s right, less than 3 seconds.  On a server with 8 GB of 
memory and 4 processors… and no additional database licenses (you hit an .XML 
data store).

MS Exchange – You have to admit, it’s still better than Gmail.



On the enterprise applications side though, they haven’t fared so well.  
They have had the CRM product for a great deal of time, but haven’t cracked 4% 
market share in the latest Gartner report.  Great plains has done very well, 
but only in the SMB.  So, it is interesting.  Microsoft has been successful in 
enterprise IT, but typically on the infrastructure side, not applications like 
SCSM.



However, after seeing the worst

Remedy BSM Testing Consultant-Column Technologies

[Laura Hawkins]

Hello all-

I am currently looking for a Business Service Management Testing Consultant to 
join Column Technologies on a full-time/permanent basis; this position involves 
an annual salary and full-benefits.  I’ve added the job description below for 
reference. This position will involve short-term/regional travel combined with 
working remotely from home.

We are looking for this candidate to be located in the Chicago area. Remedy 
ARS/ITSM skills are needed, training in Silk is provided.

You can learn more about Column by visiting www.columnit.com. Please feel free 
to email your resume to lhawk...@columnit.com for more details.

Thanks!
Laura

BSM TESTING CONSULTANT
Position Type: Full-time
Department/Group: Testing & Performance
Travel Required: Regional, as needed
Location: Chicago, IL

Column Technologies BSM Testing Consultants are responsible for managing the 
software QA process throughout the BSM implementation lifecycle including 
scoping, test planning, test execution and stakeholder reporting. Your 
responsibilities will include but are not limited to: 

Duties:

•   Functional and non-functional testing types including 
functional/regression testing, UAT, SIT and performance assurance
•   Works closely with the Project Manager to ensure the testing regime 
sufficiently covers the software requirements, that test environments are 
available and locked down as well being responsible for compliance with a 
customer’s own QA processes
•   Issue and Defect Management responsibilities within an implementation 
project fall to the BSM Test Consultant whose duty is to make sure defects are 
fixed and retested in a timely fashion
•   Producing Test Plans, Test Strategies and Test Coverage Analysis. 
•   Executing Testing: SIT, Functional, UAT and Performance Assurance.
•   Managing Software Issue and Defects.
•   Designing and Implementing Test Automation Approaches.
•   Leading the Testing Stream of Implementation Projects.
•   Travel may be required based upon project needs. You will primarily 
serve our customers onsite at their location, unless remote work is available. 
Column will attempt to place you on projects located in your region when 
possible.

Skills/Qualifications:
•   Good communication skills and ability to work independently or within a 
team
•   Working knowledge of BMC BSM products especially ITSM and ARS
•   Working knowledge of test tools including: MF Silk products and HP 
products
•   Strong knowledge of best practice testing processes and techniques
•   Strong skills in MS Office tools E.G. Word and Excel
•   Excellent communication and analytical skills
•   Background of working on large IT projects with various work streams 
and resource distribution (including offshore) 
•   Consultant level presentation and professionalism standards

Education/Experience:
•   Four-year undergraduate degree in Computer Science, Computer 
Engineering, Information Systems or demonstrated work experience
•   Experience with IT systems and technology platforms

Candidates must be willing and able to:
•   Work remotely (usually from home) or on client sites much or most of 
the time, coordinate and collaborate with managers and colleagues who are 
dispersed over a wide geographic area
•   Travel regionally, nationally and internationally 
•   Take, at company expense, training classes in BMC software and ITIL 
foundations certification

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"

San Diego Remedy Consultant-Column Technologies

[Laura Hawkins]

Hi all-

Happy Friday! Are any Remedy Consultants in San Diego/Southern California 
looking for new full-time/permanent positions? Column Technologies has an 
immediate opening for a Remedy Consultant experienced in Asset Management 
and/or Configuration Management Database (CMDB) concepts.

Annual salary with full benefits is provided, you will have the opportunity to 
work long-term for a local San Diego client and remotely from home, some 
short-term regional (West coast) travel will be involved.

Please email lhawk...@columnit.com for details!

Thanks!
Laura

CONSULTANT-SERVICE SUPPORT
Position Type: Full-time
Department/Group: Service Support-West Coast
Travel Required: Regional, as needed
Location: San Diego, CA

You will be employed at Column Technologies as a Consultant – Service Support 
to architect, deploy, support, and in some cases, train the Remedy product for 
our growing global customer base. Your responsibilities will include but are 
not limited to: 

Duties:
•   Understand business and technical requirements and drawings
•   Communicate strategies and best practices for product implementation
•   Install and configure BMC Remedy applications
•   Customize BMC Remedy applications
•   Implement integrations with BMC Remedy applications
•   Troubleshoot and support BMC Remedy based applications and systems
•   Draft requirements, technical installation, configuration and 
customization specification documents
•   Draft use cases and functional requirements documents
•   Demonstrate BMC Remedy products to customers
•   Respond to customer requests for product or solution information
•   Estimate level of effort to design or deploy products or solutions
•   Design custom or product-based solutions based on BMC Remedy 
applications
•   Travel may be required based upon project needs. You will primarily 
serve our customers onsite at their location, unless remote work is available. 
Column will attempt to place you on projects located in your region when 
possible.

Skills/Qualifications:
•   Good communication skills and ability to work independently or within a 
team
•   Good understanding of Windows
•   Remedy ARS development experience preferred
•   Development in ITSM 7.x, ITSM 7.6 experience preferred
•   Understanding or knowledge of BMC Remedy ITSM
•   Working knowledge of database administration concepts, Microsoft SQL 
2005/2008
•   Understanding of Web Server technologies including Microsoft IIS and 
Tomcat
•   Demonstrated knowledge of Asset Management and/or Configuration 
Management Database (CMDB) concepts

Education/Experience:
•   Four-year undergraduate degree in Computer Science, Computer 
Engineering, Information Systems or demonstrated work experience
•   Demonstrated mastery of documentation software (e.g., Microsoft Word, 
Excel, Project, PowerPoint and Visio; Adobe Acrobat; a graphics editing package 
such as Photoshop, etc.)
•   Experience with IT systems and technology platforms

Candidates must be willing and able to:
•   Work remotely (usually from home) or on client sites much or most of 
the time, coordinate and collaborate with managers and colleagues who are 
dispersed over a wide geographic area
•   Travel regionally, nationally and internationally 
•   Take, at company expense, training classes in BMC software and ITIL 
foundations certification

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"

Re: Incident Mgmt Target Date Question

[Ramey, Anne]

checking the "Incident Estimated Resolution Tracking" in the Goal Type 
configuration for the goal type you are using for Incident Requests would be 
automatically reset for changes because of exclusions once the request leaves 
the excluded state/status.

Anne Ramey
 
***
E-mail correspondence to and from this address may be subject to the North 
Carolina Public Records Law and may be disclosed to third parties only by an 
authorized State Official.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C
Sent: Friday, March 23, 2012 9:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident Mgmt Target Date Question

Good idea.

But keep in mind, that it may not be that straightforward, in that the SLA due 
date can change if you have exclusions and/or application specific business 
time windows.

So if you set the target date on submit of the SLA measurement, you'd also want 
to consider updating the value based on changes to the SLA Due Date.

Secondly, what if you have multiple SLA measurements for incident resolution, 
e.g. for different support orgs - then which record sets target date? I take it 
in your case you just have one overall enterprise level sla for incident 
resolution.

Thirdly, consider what should happen if the SLA gets detached, should you 
remove the target date. 

Fourthly, consider service target groupings if used - the old SLA disappears 
and the new one inherits the old start time, e.g. we use this for changes in 
priority. It shouldn't impact if you are executing on submit and modify of the 
SLM:Measurement record - but something to keep an eye on non the less.


Regards,
 
Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com 
  
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Steinar Halland
Sent: Friday, March 23, 2012 2:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident Mgmt Target Date Question

Could you not have a milestone set fields action to set the target date?
That would give you a bit of flexibility.

Br,

Steinar




Den 22. mars 2012 kl. 23:06 skrev Joe Martin D'Souza
:

> I think it's a good idea - afterall a target date as well as the
SLA/OLA date is one and the same thing - the anticipated customer expectation 
of resolution or response..
> 
> You would however have to customize workflow to set it if you want to
by picking it up from the SLM data. I do not think there is an OTB function 
that could do that for you..
> 
> Joe
> 
> -Original Message- From: Mike Hocks
> Sent: Thursday, March 22, 2012 5:48 PM Newsgroups:
public.remedy.arsystem.general
> To: arslist@ARSLIST.ORG
> Subject: Incident Mgmt Target Date Question
> 
> Our environment is Remedy ITSM 7.6.04
> I am wondering how the Target Date on an Incident Request can be
automatically set based on our service target/SLAs/OLAs definition in SLM? I am 
going through the SLM configuration process and I am not seeing where I can 
configure this?
> Thoughts?
> Thanks,
> -Mike
>

___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend 
> wwrug12 www.wwrug12.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"
The information transmitted is intended only for the person or entity to which 
it is addressed and may contain confidential and/or privileged material.  If 
the reader of this message is not the intended recipient, you are hereby 
notified that your access is unauthorized, and any review, dissemination, 
distribution or copying of this message including any attachments is strictly 
prohibited.  If you are not the intended recipient, please contact the sender 
and delete the material from any computer.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 
www.wwrug12.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"

mail system notification in incident management Remedy

[team.rem...@libero.it]

Hi,
how can i activate the mail system notification in incident management Remedy 
? now it does not work correctly. i would like to use the message definited in 
SYS: Notification Messages. now i use a customized system, i send the email 
using a notify filter ! 
i know that is wrong, but i have not found other solution !  

thank's in advance
Peter 

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"

OT: Desktop operating system "de-evolution" by mobile device OS

[Joe Martin D'Souza]

Which is an extremely bad idea.. Why would you want your existing user-base to 
turn away from you?

Now if they had a new interface where you could ‘talk’ to your OS (imitate 
siri) and have it work really well, that would be great.. But point & click is 
a ‘language’ which involves a physical action followed by a result. Its almost 
a muscle/brain memory or co-ordination. This is something that the PC user base 
(be it a new user or experiemced) have been used for since they began 
computing. And what is the percentage of PC user base that is relatively new? 
25% at best? Maybe 30%? So they want to make over 50% of the existing user base 
to forget what you knew in the past – retire that ‘muscle/brain memory’. 
Rebuild a new one..

Its like converting a qwerty keyboard into an abcde type of a keyboard with a 
justification that it would be great for first time keyboard users.. Argument 
accepted.. Yes it may be as they would know where to find those 26 alphabet 
keys... But would you really want to go to a abcde type of a keyboard when you 
have got used to a qwerty keyboard for decades?? It’s a change involving 
retraining your muscle/brain memory.

Joe


From: strauss 
Sent: Friday, March 23, 2012 10:34 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: OT: Desktop operating system "de-evolution" by mobile device OS

** 
Actually, it’s Apple who is REALLY messing with their desktop users.  They are 
trying to make the Macintosh OS look and feel more like their mobile device 
iOS, which is driving those of us who don’t use/own/want any of the iCrap stuff 
really crazy.  The last thing I want is for my iMac or Mac Book Pro to behave 
like an iPhone (which is completely foreign to me); a lot of us will stay on 
Snow Leopard indefinitely as a result.  Microsoft is playing with the same 
model, making their desktop OS look like Windows Mobile.  The big difference is 
that Apple has sold WAY more iCrap devices than Macintoshes in the last few 
years, whereas the Microsoft OS sits on far, far more desktops than phones.  In 
both cases, they are messing with their installed base of desktop system users.

 

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

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Thursday, March 22, 2012 4:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy ITSM Versus Microsoft Service Center System Manager

 

** 

I have actually seen that – and its terrible.. I wasn’t surprised when I saw 
it.. They have always copied apple in some way or the other in their products, 
and brought out a bad MS imitation of apple :-) I thought when I saw demos of 
Windows 8, they tried to make it look like an iPad or an iPhone interface.. 
which is great for an iPad or an iPhone, but that interface a fully functional 
PC/laptop OS?

 

Joe

 

From: Pierson, Shawn 

Sent: Thursday, March 22, 2012 5:07 PM

Newsgroups: public.remedy.arsystem.general

To: arslist@ARSLIST.ORG 

Subject: Re: OT: Remedy ITSM Versus Microsoft Service Center System Manager

 

** 

Not to ruin your day further, but do a Google search for “Windows 8 Metro 
Interface” and prepare for your head to explode.  I’m glad they are giving us 
an option to return the normal Windows 7-style interface (which like Lee, I am 
a fan of), but setting Metro as a default (and if you use an Xbox 360, it’s now 
your only option) is just like making Microsoft Bob the default UI for Windows. 
 Maybe worse.

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Southern Union

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Thursday, March 22, 2012 3:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT: Remedy ITSM Versus Microsoft Service Center System Manager

 

** 

Windows 7 sucks interface wise. Nothings found where it used to be. When I 
first started using it, it was frustrating to try to find simple things like 
changing your display size! Took me quite a bit to figure that out. Agreed it 
was nice of them to think of those starting to use windows for the first time 
in their lives – it didn’t matter to them. What about the existing customer 
base that has used it for the past 15 years? Why make them to relearn a ‘new’ 
interface?

 

Joe

 

From: Larry Barnes 

Sent: Thursday, March 22, 2012 4:45 PM

Newsgroups: public.remedy.arsystem.general

To: arslist@ARSLIST.ORG 

Subject: OT: Remedy ITSM Versus Microsoft Service Center System Manager

 

** 

So Lee, are you saying that MS will take as long to get SCSM right as it did to 
go from Windows 3.1.1 to Windows 7  ;-o)

 

L.B.

 




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lee Cullom
Sent: Thursday, March 22,

Re: Limiting who can add users

[Tomasiewicz, Mike (Information Technology)]

We hid the button.

.: Mike T :.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Thursday, March 22, 2012 4:35 PM
To: arslist@ARSLIST.ORG
Subject: Limiting who can add users

**
In the OOTB ITSM application, when an end user is creating an incident, instead 
of typing in the last name of the customer and pressing  to search the 
people records, we have users that will press the '+' icon and 'add' a new 
customer. This ends that a people record is created in a 'proposed' status for 
a user that is already in the system. The service desk then has to update the 
ticket with the 'real' customer and eliminate the proposed account. They then 
send a message to the user and slap their hands and say stop it.

We were wondering if there's a configuration that will disallow the ability for 
creating these new proposed people records by the normal end-users. We already 
manage user accounts on the back end and this becomes a nuisance.

Thanks.
_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"

View Form Fails With Linked Database

[Elry]

Hi Folks...

I am having a little trouble creating and saving a View Form based on a 
MSSQL to MSSQL database link.

Environment:

   - Windows Server 2008
   - ARS 7.5 Patch 2
   - MSSQL Server 2008
   
Preface:

We have followed what is outlined in the manual for this procedure:

==
 Setting up a remote database for view forms
==
*SQL Server Setup*

   - Create a link to the remote database and either give ARAdmin an 
   account on the remote database or use the proper login credentials.
   - Turn on Distributed Transaction Coordinator for both the local and the 
   remote databases.
   - Specify the following server configuration setting in the ar.conf (
   ar.cfg) file:
   
   SQL-Server-Set-ANSI-Defaults: T
   
   This setting enables the DB-Library connection that AR System uses to 
   use ANSI-NULLs and ANSI warnings. There should be no impact on the 
   performance of the database. For more information about the ar.conf (
   ar.cfg) file, see the*Configuration Guide*.
   
   The format for the table name is:
   
   LINKNAME.DATABASENAME.OWNER.TABLENAME 
   
   
==

What happens:

   1. We try to connect to this table: 
   swarsdog23\inac.arsystem.dbo.INAC_SDS_DATA_PPL_People 
   2. The available columns that are returned are all Integers.
   3. We try to go ahead and create the View Form anyway.
   4. When we try to save we get a save failed error 552. that references 
   SQL Server 102:  Failure during SQL operation to the database syntax near 
   '\'. (SQL Server 102).
   5. The CREATE statement in the SQL Log uses the table name:  
swarsdog23\inac.arsystem.dbo.INAC_SDS_DATA_PPL_People 
   6. When I run straight SQL from the calling database we can execute and 
   return entries:  SELECT * from "swarsdog23\inac".arsystem.
   dbo.INAC_SDS_DATA_PPL_People 

Conclusions:

   1. Somehow the Linked Server Name is creating a problem.
   2. We have tried "[ ]" and using double quotes in the View Table 
   creation wizard and this fails; therefore, we cannot alter the naming.
   3. Somehow in the CREATE statement - ARS fails to place quotes around 
   the LINKNAME.
   4. swarsdog23 is the name of our production database server (not the 
   real name, but the syntax is correct) - we cannot change this right now.


Query:

   1. Is it the name of the database server that poses the probem?  OR
   2. Is this a bug?





___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"

Re: View Form Fails With Linked Database

[Jiri Pospisil]

Try creating a local view of the remote table first, i.e. in the Remedy 
database.
Then build the view form on the local view rather than remote table with all 
the link connection string.
This way you get much better chance that the view form gets built since Remedy 
can see it as a simple local view.

Regards
Jiri Pospisil
LCH Clearnet

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Elry
Sent: 23 March 2012 15:48
To: arslist@ARSLIST.ORG
Subject: View Form Fails With Linked Database

** Hi Folks...

I am having a little trouble creating and saving a View Form based on a MSSQL 
to MSSQL database link.

Environment:

 *   Windows Server 2008
 *   ARS 7.5 Patch 2
 *   MSSQL Server 2008
Preface:

We have followed what is outlined in the manual for this procedure:

==
 Setting up a remote database for view forms
==
SQL Server Setup
·  Create a link to the remote database and either give ARAdmin an account on 
the remote database or use the proper login credentials.
·  Turn on Distributed Transaction Coordinator for both the local and the 
remote databases.
·  Specify the following server configuration setting in the ar.conf (ar.cfg) 
file:

SQL-Server-Set-ANSI-Defaults: T

This setting enables the DB-Library connection that AR System uses to use 
ANSI-NULLs and ANSI warnings. There should be no impact on the performance of 
the database. For more information about the ar.conf (ar.cfg) file, see 
theConfiguration Guide.

The format for the table name is:

LINKNAME.DATABASENAME.OWNER.TABLENAME
==

What happens:

 1.  We try to connect to this table: 
swarsdog23\inac.arsystem.dbo.INAC_SDS_DATA_PPL_People
 2.  The available columns that are returned are all Integers.
 3.  We try to go ahead and create the View Form anyway.
 4.  When we try to save we get a save failed error 552. that references SQL 
Server 102:  Failure during SQL operation to the database syntax near '\'. (SQL 
Server 102).
 5.  The CREATE statement in the SQL Log uses the table name:   
swarsdog23\inac.arsystem.dbo.INAC_SDS_DATA_PPL_People
 6.  When I run straight SQL from the calling database we can execute and 
return entries:  SELECT * from 
"swarsdog23\inac".arsystem.dbo.INAC_SDS_DATA_PPL_People
Conclusions:

 1.  Somehow the Linked Server Name is creating a problem.
 2.  We have tried "[ ]" and using double quotes in the View Table creation 
wizard and this fails; therefore, we cannot alter the naming.
 3.  Somehow in the CREATE statement - ARS fails to place quotes around the 
LINKNAME.
 4.  swarsdog23 is the name of our production database server (not the real 
name, but the syntax is correct) - we cannot change this right now.

Query:

 1.  Is it the name of the database server that poses the probem?  OR
 2.  Is this a bug?



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

*

This email is intended for the named recipient(s) only. Its contents are 
confidential and may only be retained by the named recipient(s) and may only be 
copied or disclosed with the consent of LCH.Clearnet Limited and/or 
LCH.Clearnet SA.   If you are not an intended recipient please delete this 
e-mail and notify postmas...@lchclearnet.com.
LCH.Clearnet Limited, LCH.Clearnet SA and each other member of the LCH.Clearnet 
Group accept no liability, including liability for negligence, in respect of 
any statement in this email.
The contents of this email are subject to contract in all cases, and 
LCH.Clearnet Limited and/or LCH.Clearnet SA makes no contractual commitment 
save where confirmed by hard copy.  
Cet e-mail et toutes les pièces jointes (ci-après le "message") sont 
confidentiels et établis à l'intention exclusive de ses destinataires. Toute 
utilisation de ce message non conforme à sa destination, toute diffusion ou 
toute publication, est interdite, sauf autorisation expresse de LCH.Clearnet 
Limited et/ou LCH.Clearnet SA. Si ce message vous a été adressé par erreur, 
merci de le détruire et d'en avertir immédiatement postmas...@lchclearnet.com.
LCH.Clearnet Limited, LCH.Clearnet SA et les autres entités du groupe 
LCH.Clearnet Group, ne peuvent en aucun cas être tenues responsables au titre 
de ce message à moins qu’il n’ait fait l’objet d’un contrat signé.
LCH.Clearnet Limited, Registered Office: Aldgate House, 33 Aldgate High Street, 
London EC3N 1EA.Recognised as a Clearing House under the Financial Services 
& Markets Act 2000. Reg in England No.25932 
Telephone: +44 20 7426 7000  Internet: http://www.lchclearnet.com
LCH.Clearnet SA, Siège Social, 18 rue du Quatre Septembre, 75002 Paris, Chambre 
de Compensation conformément au Code Monétaire et Financier.

***

Re: View Form Fails With Linked Database

[Joe Martin D'Souza]

Did you restart your SQL server database engine after you did that change? To 
the best of my knowledge, that change mandates a restart of the database 
engine..

Joe

From: Elry 
Sent: Friday, March 23, 2012 11:48 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: View Form Fails With Linked Database

** Hi Folks... 

I am having a little trouble creating and saving a View Form based on a MSSQL 
to MSSQL database link.

Environment:
  a.. Windows Server 2008

  b.. ARS 7.5 Patch 2

  c.. MSSQL Server 2008

Preface:

We have followed what is outlined in the manual for this procedure:

==
Setting up a remote database for view forms
==
SQL Server Setup
  a.. Create a link to the remote database and either give ARAdmin an account 
on the remote database or use the proper login credentials.
  b.. Turn on Distributed Transaction Coordinator for both the local and the 
remote databases.
  c.. Specify the following server configuration setting in the ar.conf 
(ar.cfg) file:
  SQL-Server-Set-ANSI-Defaults: T

  This setting enables the DB-Library connection that AR System uses to use 
ANSI-NULLs and ANSI warnings. There should be no impact on the performance of 
the database. For more information about the ar.conf (ar.cfg) file, see 
theConfiguration Guide.

  The format for the table name is:

LINKNAME.DATABASENAME.OWNER.TABLENAME 
==

What happens:
  1.. We try to connect to this table: 
swarsdog23\inac.arsystem.dbo.INAC_SDS_DATA_PPL_People 

  2.. The available columns that are returned are all Integers. 
  3.. We try to go ahead and create the View Form anyway. 
  4.. When we try to save we get a save failed error 552. that references SQL 
Server 102:  Failure during SQL operation to the database syntax near '\'. (SQL 
Server 102). 
  5.. The CREATE statement in the SQL Log uses the table name:  
swarsdog23\inac.arsystem.dbo.INAC_SDS_DATA_PPL_People 
  6.. When I run straight SQL from the calling database we can execute and 
return entries:  SELECT * from 
"swarsdog23\inac".arsystem.dbo.INAC_SDS_DATA_PPL_People 
Conclusions:
  1.. Somehow the Linked Server Name is creating a problem. 
  2.. We have tried "[ ]" and using double quotes in the View Table creation 
wizard and this fails; therefore, we cannot alter the naming. 
  3.. Somehow in the CREATE statement - ARS fails to place quotes around the 
LINKNAME. 
  4.. swarsdog23 is the name of our production database server (not the real 
name, but the syntax is correct) - we cannot change this right now.

Query:
  1.. Is it the name of the database server that poses the probem?  OR 
  2.. Is this a bug?

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"

Re: View Form Fails With Linked Database

[Elry]

Your right Joe - I do recall the last time I created a database link I 
restarted just to be on the safe side.

Just tried it now.  Unfortunately, we still have the same problem.


On Friday, March 23, 2012 12:13:53 PM UTC-4, Joe Martin D'Souza wrote:
>
> ** 
>   
> Did you restart your SQL server database engine after you did that change? 
> To the best of my knowledge, that change mandates a restart of the database 
> engine..
>  
> Joe
>   
>  *From:* Elry  
> *Sent:* Friday, March 23, 2012 11:48 AM
> *Newsgroups:* public.remedy.arsystem.general
> *To:* arslist@ARSLIST.ORG 
> *Subject:* View Form Fails With Linked Database
>  
> ** Hi Folks... 
>  
> I am having a little trouble creating and saving a View Form based on a 
> MSSQL to MSSQL database link.
>  
> Environment:
>  
>- Windows Server 2008
>- ARS 7.5 Patch 2
>- MSSQL Server 2008
>
> Preface:
>  
> We have followed what is outlined in the manual for this procedure:
>  
>  ==​
> Setting up a remote database for view forms
> ==​
>  *SQL Server Setup*
>  
> - Create a link to the remote database and either give ARAdmin an 
>account on the remote database or use the proper login credentials.
> - Turn on Distributed Transaction Coordinator for both the local and 
>the remote databases.
> - Specify the following server configuration setting in the ar.conf (
>ar.cfg) file:
>
>SQL-Server-Set-ANSI-Defaults: T
>
>This setting enables the DB-Library connection that AR System uses to 
>use ANSI-NULLs and ANSI warnings. There should be no impact on the 
>performance of the database. For more information about the ar.conf (
>ar.cfg) file, see the*Configuration Guide*.
>
>The format for the table name is:
>
>LINKNAME.DATABASENAME.OWNER.​TABLENAME 
>
>
> ==​
>  
> What happens:
>  
>1. We try to connect to this table: 
>swarsdog23\inac.arsystem.dbo.​INAC_SDS_DATA_PPL_People 
>2. The available columns that are returned are all Integers. 
>3. We try to go ahead and create the View Form anyway. 
>4. When we try to save we get a save failed error 552. that references 
>SQL Server 102:  Failure during SQL operation to the database syntax near 
>'\'. (SQL Server 102). 
>5. The CREATE statement in the SQL Log uses the table name:  
>swarsdog23\inac.arsystem.dbo.​INAC_SDS_DATA_PPL_People 
>6. When I run straight SQL from the calling database we can execute 
>and return entries:  SELECT * from "swarsdog23\inac".arsystem.
>dbo​.INAC_SDS_DATA_PPL_People 
>
> Conclusions:
>  
>1. Somehow the Linked Server Name is creating a problem. 
>2. We have tried "[ ]" and using double quotes in the View Table 
>creation wizard and this fails; therefore, we cannot alter the naming. 
>3. Somehow in the CREATE statement - ARS fails to place quotes around 
>the LINKNAME. 
>4. swarsdog23 is the name of our production database server (not the 
>real name, but the syntax is correct) - we cannot change this right now.
>
>  
> Query:
>  
>1. Is it the name of the database server that poses the probem?  OR 
>2. Is this a bug?
>
> _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"

Re: View Form Fails With Linked Database

[Elry]

Hi Jiri...

I wanted to avoid this option because I have about 20 tables.

I have done this when I had a MSSQL to Oracle connection, but I was kind of 
hoping that I could avoid it here...

I am going to try synonyms for the database link name - if this fails then 
it's time to put on the "Bob the Builder" hat.

Thanks.


On Friday, March 23, 2012 11:53:10 AM UTC-4, Jiri Pospisil wrote:
>
> ** 
>
> Try creating a local view of the remote table first, i.e. in the Remedy 
> database.
>
> Then build the view form on the local view rather than remote table with 
> all the link connection string.
>
> This way you get much better chance that the view form gets built since 
> Remedy can see it as a simple local view.
>
>  
>
> Regards
>
> Jiri Pospisil
>
> LCH Clearnet
>
>  
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Elry
> *Sent:* 23 March 2012 15:48
> *To:* arslist@ARSLIST.ORG
> *Subject:* View Form Fails With Linked Database
>
>  
>
> ** Hi Folks...
>
>  
>
> I am having a little trouble creating and saving a View Form based on a 
> MSSQL to MSSQL database link.
>
>  
>
> Environment:
>
>- Windows Server 2008
>- ARS 7.5 Patch 2
>- MSSQL Server 2008
>
> Preface:
>
>  
>
> We have followed what is outlined in the manual for this procedure:
>
>  
>
> ==​
>
>  Setting up a remote database for view forms
>
> ==​
>
> *SQL Server Setup*
>
> ·  Create a link to the remote database and either give ARAdmin an 
> account on the remote database or use the proper login credentials.
>
> ·  Turn on Distributed Transaction Coordinator for both the local and the 
> remote databases.
>
> ·  Specify the following server configuration setting in the ar.conf (
> ar.cfg) file:
>
> SQL-Server-Set-ANSI-Defaults: T
>
> This setting enables the DB-Library connection that AR System uses to use 
> ANSI-NULLs and ANSI warnings. There should be no impact on the performance 
> of the database. For more information about the ar.conf (ar.cfg) file, 
> see the*Configuration Guide*.
>
> The format for the table name is:
>
> LINKNAME.DATABASENAME.OWNER.​TABLENAME 
>
> ==​
>
>  
>
> What happens:
>
>1. We try to connect to this table: 
>swarsdog23\inac.arsystem.dbo.​INAC_SDS_DATA_PPL_People 
>2. The available columns that are returned are all Integers.
>3. We try to go ahead and create the View Form anyway.
>4. When we try to save we get a save failed error 552. that references 
>SQL Server 102:  Failure during SQL operation to the database syntax near 
>'\'. (SQL Server 102).
>5. The CREATE statement in the SQL Log uses the table 
>name:   swarsdog23\inac.​arsystem.dbo.INAC_SDS_DATA_​PPL_People 
>6. When I run straight SQL from the calling database we can execute 
>and return entries:  SELECT * from 
>"swarsdog23\inac".arsystem.​dbo.INAC_SDS_DATA_PPL_People 
>
> Conclusions:
>
>1. Somehow the Linked Server Name is creating a problem.
>2. We have tried "[ ]" and using double quotes in the View Table 
>creation wizard and this fails; therefore, we cannot alter the naming.
>3. Somehow in the CREATE statement - ARS fails to place quotes around 
>the LINKNAME.
>4. swarsdog23 is the name of our production database server (not the 
>real name, but the syntax is correct) - we cannot change this right now.
>
>  
>
> Query:
>
>1. Is it the name of the database server that poses the probem?  OR
>2. Is this a bug?
>
>  
>
>  
>
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
> **​**​**​***
>
>  
>
> This email is intended for the named recipient(s) only. Its contents are 
> confidential and may only be retained by the named recipient(s) and may 
> only be copied or disclosed with the consent of LCH.Clearnet Limited and/or 
> LCH.Clearnet SA. If you are not an intended recipient please delete this 
> e-mail and notify postmas...@lchclearnet.com.
>
> LCH.Clearnet Limited, LCH.Clearnet SA and each other member of the 
> LCH.Clearnet Group accept no liability, including liability for negligence, 
> in respect of any statement in this email.
>
> The contents of this email are subject to contract in all cases, and 
> LCH.Clearnet Limited and/or LCH.Clearnet SA makes no contractual commitment 
> save where confirmed by hard copy. 
>
> Cet e-mail et toutes les pièces jointes (ci-après le "message") sont 
> confidentiels et établis à l'intention exclusive de ses destinataires. 
> Toute utilisation de ce message non conforme à sa destination, toute 
> diffusion ou toute publication, est interdite, sauf autorisation expresse 
> de LCH.Clearnet Limited et/ou LCH.Clearnet SA. Si ce message vous a été 
> adressé par erreur, merci de le détruire et d'en

Re: Wonder how many of these tales are true....

[Joe Martin D'Souza]

Wouldn’t it be awesome to have this creature still inhabiting the earth!

http://news.yahoo.com/blogs/upshot/monster-titanoboa-snake-invades-york-224358461.html

Joe

From: Joe Martin D'Souza 
Sent: Sunday, March 18, 2012 2:07 PM
To: ARS List 
Subject: Re: Wonder how many of these tales are true

Funny.. :-)

Another popular myth about snakes is about snake charmers. The whole flute and 
a cobra dancing to its tune routine is quite really easily explainable.. Snakes 
are tone deaf and can’t hear sounds in quite the same way like most other 
creatures or humans. They sense sounds through vibrations on a bone in their 
jaws. The kind of vibrations those bones can sense is usually low frequency 
(bass). They cannot distinguish between tones hence they cannot appreciate 
music. Snakes use whatever sounds they can sense as another form of protection 
– they consider bass sounds to be a possible sign of danger.

They can’t hear music from a flute quite the way we can. The reason they seem 
like they dance to it, is they think that they might be attacked by it so they 
just stay prepared in case the flute gets any closer.. They move along with the 
movement of a flute..

If a drummer or a bass guitar could make a snake dance, they may not be as fake 
as a snake charmers :-).. Drums and bass guitars being low frequency 
instruments, might be within the audible range of a snakes hearing perception, 
but even that being said, they are probably too tone deaf to recognize it as 
music.. It would probably just scare them.. I wonder if you could actually use 
drum beats to scare them away..

From: arslist 
Sent: Sunday, March 18, 2012 7:55 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: Wonder how many of these tales are true

** 
“As long as you stop dead in your tracks, and show no signs of aggression, they 
do not attack. Their attack is mainly in self defense”

I think this applies to some project managers I’ve met J.

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: March 17, 2012 11:26 PM
To: arslist@ARSLIST.ORG
Subject: OT: Wonder how many of these tales are true

 

** 

Snakes are actually the most misunderstood creatures among our human race.. 
They are not as scary as they are made out to be and usually stay out of the 
way of humans or for that matter anything that is larger than them for one 
simple reason – or so I was told by a Catholic priest in India who was an 
Australian missionary and considered himself to be a subject matter expert on 
snakes.. He had a python for a pet named Gwen, which apparently was a baby but 
looked like a full grown python.. Most snakes have a very delicate vertebra 
that can snap even if a small child steps on it. Hence most of them stay away 
from anything that’s bigger than them. – which is practically everything..Most 
of them feed on smaller weaker creatures or attack the bigger ones when they 
are asleep. They ‘attack’ or bite humans and creatures as large as us, only 
when their existence is threatened.. I was also told that it’s a natural 
mechanism that the poisonous variety release venom when they bite when they are 
afraid..

 

Snakes are common in my native land – Goa, a little beach community on the west 
coast of India, which is about a few hundred miles south of Bombay.. We were 
never afraid of snakes and taught to co-exist. I’ve literally seen them crawl 
past me no more than 2 or 3 feet from me.. As long as you stop dead in your 
tracks, and show no signs of aggression, they do not attack. Their attack is 
mainly in self defense.. An exception to the rule may be a hungry python, who 
actually may view humans as a source of protein..

 

Joe

 

From: Shellman, David 

Sent: Saturday, March 17, 2012 4:54 PM

Newsgroups: public.remedy.arsystem.general

To: arslist@ARSLIST.ORG 

Subject: Re: Wonder how many of these tales are true

 

** 

I spent some time in the Pine Barrens for a wetlands class field trip.  The 
area has more deer than humans.  The soil is poor so there is little 
agriculture.  The terrain is fairly flat and the brush is thick.  It would be 
easy for individuals to walk in circles and not know it.  There are a number of 
streams, bogs and wetlands.  It's the kind of place that one would think of it 
being home to a eastern black panther or some other seemingly unearthly 
creature.  It would be easy for one's imagination to come up with wild 
explanations to unusual sights and sounds.

 

We found it to be a beautiful place with rare and endangered plants growing in 
the wet habitats.  A place of beautiful butterflies, song birds, snowy egrets, 
hawks, and owls.  Also throw in the occasional snake.

 

Dave


On Mar 16, 2012, at 10:23 PM, "Joe Martin D'Souza"  wrote:

  ** 

   

  Define lonely and creepy :-).. If you mean deathly quiet, its actually 
inviting.. I have been to a few places around South Jersey, an

Re: Question:What is the best way to migrate data,def, config? Answer: RRRChive

[Wong, Jek]

BMC has released onboarding tools for a while.  The current tool is called Data 
Management Tool (DMT) and it has been available since ITSM 7.5.  A new version 
of the tool will be released in the upcoming ITSM 7.7 (called Unified Data 
Management) and it is built into the ITSM product suite as opposed to current 
external client tool.  It will feature lots of usability improvements, new 
capabilities and significantly improved performance and scalability.  These 
tools are designed to onboard new data into a new install but in some cases can 
be used to migrate certain data.
The Delta Data Migration Tool (DDM) was designed for a singular purpose - as a 
tool to assist customers during their ITSM upgrades to move any new "Delta" 
data across.
Other tools like Remedy Data Import and AR Migrator offer migration 
capabilities as well.
BMC will continue to improve and release new capabilities around migration in 
upcoming releases.
Regards, Jek
Jek Wong
Senior Manager, Product Development
BMC Software



___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"

BMC Remedy Cloud Solution & Development

[Mike Hocks]

Does anyone have any expierence working with the BMC's Remedy Cloud soultion 
BMC Remedy OnDemand and Developing Custom Apps to work with it?  Is it 
difficult to Get the Deveolper Tools to work with their Cloud solution?

Thanks,
-Mike

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"

Re: BMC Remedy Cloud Solution & Development

[Vineet Bhargava]

Hi,

No it is not at all difficult.

Thanks,
Vineet

--Original Message--
From: Mike Hocks
Sender: Action Request System discussion list(ARSList)
To: arslist@ARSLIST.ORG
ReplyTo: arslist@ARSLIST.ORG
Subject: BMC Remedy Cloud Solution & Development
Sent: Mar 24, 2012 12:40 AM

Does anyone have any expierence working with the BMC's Remedy Cloud soultion 
BMC Remedy OnDemand and Developing Custom Apps to work with it?  Is it 
difficult to Get the Deveolper Tools to work with their Cloud solution?

Thanks,
-Mike

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"

Sent from BlackBerry® on Airtel

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"

Re: BMC Remedy Cloud Solution & Development

[Joe Martin D'Souza]

You might want to look at a thread I started in November 2011 titled 
"Question about Remedy on Demand (RoD).." My question here back then was 
almost the same thing you are asking and that thread had received several 
responses, some from BMC'ers..


In short, its almost the same as hosting it internally, except that for 
security reasons, they disallow database triggers A couple of other 
exceptions which I do not recall at the top of my head..


Joe

-Original Message- 
From: Mike Hocks
Sent: Friday, March 23, 2012 3:10 PM Newsgroups: 
public.remedy.arsystem.general

To: arslist@ARSLIST.ORG
Subject: BMC Remedy Cloud Solution & Development

Does anyone have any expierence working with the BMC's Remedy Cloud soultion 
BMC Remedy OnDemand and Developing Custom Apps to work with it?  Is it 
difficult to Get the Deveolper Tools to work with their Cloud solution?


Thanks,
-Mike 


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"

ITSM 7.6.04 SP2

[Sanford, Claire]

After loading SP2  see this error when I try to create a Service request via 
the Request Entry console:

Exception occur while retrieving USM data. (ARWARN 150502)

Which is attached to:  SRM:REQ:USM_UpdateUSMDataFromAtrium


I can't find anything in the KB on BMCs site or in the Communities.



___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"

Re: OT: Desktop operating system "de-evolution" by mobile device OS

[Jason Miller]

People die (or retire)   :)

If there is a better way/design (not saying anything mentioned so far is
better or not) then you have bite the bullet and change at some point.  Yes
you will upset people and yes you will make some people happy.  At some
people you (i.e. large corporation) will make more people happy than the
people you will upset.  It is a balancing act.  Unfortunately those of use
who have put in the time and learned the ins and outs over many years, we
have proven that we can learn and adapt so we shall suffer to
better accommodate those who cannot.  (even though playing with the Win 8
dev preview, once you got out of the Metro interface it looked pretty much
like Win 7)

Regarding MS specifically the Window product line has suffered because of
their efforts for keep older
technologies compatibly indefinitely (affectionately called bloat).  It is
a blessing and a curse.  If you are a business that is dependent on old
technology XYZ this is a great thing because you don't need update/move
away from XYZ.  If you don't need technology XYZ you pay the price of an OS
that is continually increasing in size for to (relatively) obsolete
functionality.  Remember when Windows fit on a few floppy disks?  And then
a few more floppy disks?  And then a whole CD?  And now a whole DVD?  Most
Linux distributions still fit on a CD and some only need a fraction of that
CD.  Now in MS's defense in recent years they have started dropping old
technologies.  Likewise they are finally forcing the move to 64-bit,
requiring apps/drivers to be signed, etc.

Jason

On Fri, Mar 23, 2012 at 7:56 AM, Joe Martin D'Souza wrote:

> **
>
> Which is an extremely bad idea.. Why would you want your existing
> user-base to turn away from you?
>
> Now if they had a new interface where you could ‘talk’ to your OS (imitate
> siri) and have it work really well, that would be great.. But point & click
> is a ‘language’ which involves a physical action followed by a result. Its
> almost a muscle/brain memory or co-ordination. This is something that the
> PC user base (be it a new user or experiemced) have been used for since
> they began computing. And what is the percentage of PC user base that is
> relatively new? 25% at best? Maybe 30%? So they want to make over 50% of
> the existing user base to forget what you knew in the past – retire that
> ‘muscle/brain memory’. Rebuild a new one..
>
> Its like converting a qwerty keyboard into an abcde type of a keyboard
> with a justification that it would be great for first time keyboard users..
> Argument accepted.. Yes it may be as they would know where to find those 26
> alphabet keys... But would you really want to go to a abcde type of a
> keyboard when you have got used to a qwerty keyboard for decades?? It’s a
> change involving retraining your muscle/brain memory.
>
> Joe
>
>
>  *From:* strauss 
> *Sent:* Friday, March 23, 2012 10:34 AM
> *Newsgroups:* public.remedy.arsystem.general
> *To:* arslist@ARSLIST.ORG
> *Subject:* OT: Desktop operating system "de-evolution" by mobile device OS
>
> **
>
> Actually, it’s Apple who is REALLY messing with their desktop users.  They
> are trying to make the Macintosh OS look and feel more like their mobile
> device iOS, which is driving those of us who don’t use/own/want any of the
> iCrap stuff really crazy.  The last thing I want is for my iMac or Mac Book
> Pro to behave like an iPhone (which is completely foreign to me); a lot of
> us will stay on Snow Leopard indefinitely as a result.  Microsoft is
> playing with the same model, making their desktop OS look like Windows
> Mobile.  The big difference is that Apple has sold WAY more iCrap devices
> than Macintoshes in the last few years, whereas the Microsoft OS sits on
> far, far more desktops than phones.  In both cases, they are messing with
> their installed base of desktop system users.
>
> 
>
> Christopher Strauss, Ph.D.
> Call Tracking Administration Manager
> University of North Texas Computing & IT Center
> http://itsm.unt.edu/ 
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Joe Martin D'Souza
> *Sent:* Thursday, March 22, 2012 4:37 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Remedy ITSM Versus Microsoft Service Center System Manager*
> ***
>
> 
>
> ** 
>
> I have actually seen that – and its terrible.. I wasn’t surprised when I
> saw it.. They have always copied apple in some way or the other in their
> products, and brought out a bad MS imitation of apple :-) I thought when I
> saw demos of Windows 8, they tried to make it look like an iPad or an
> iPhone interface.. which is great for an iPad or an iPhone, but that
> interface a fully functional PC/laptop OS?
>
>  
>
> Joe
>
>  
>
> *From:* Pierson, Shawn  
>
> *Sent:* Thursday, March 22, 2012 5:07 PM
>
> *Newsgroups:* public.remedy.arsystem.general
>
> *To:* arslist@ARSLIST.ORG 
>
> *Subject:* Re: OT: Remedy ITSM Vers

Re: Kinetic Request at WalMart

[Jason Miller]

Congratulations John, you have hit the big time!

Jason
On Mar 23, 2012 6:55 PM, "John Sundberg" 
wrote:

> According to this google search - I can get Kinetic Request at WalMart. I
> might just swing by this weekend and ask the greeter where I can pick up a
> copy.
>
> :)
>
> -John
>
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>
>
>
>
> Sent from my iPhone
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug12 www.wwrug12.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"

Re: Kinetic Request at WalMart

[Rick Sharp]

OMG 

Sent via BlackBerry by AT&T

-Original Message-
From: John Sundberg 
Sender:   "Action Request System discussion list(ARSList)" 

Date: Fri, 23 Mar 2012 20:55:12 
To: 
Reply-To: arslist@ARSLIST.ORG
Subject: Kinetic Request at WalMart

According to this google search - I can get Kinetic Request at WalMart. I might 
just swing by this weekend and ask the greeter where I can pick up a copy.

:)

-John


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.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"