Re: Direct SQL question - in Log file ARACTSQL("xxx",0,-1,-2,1000000161)

[Joe Martin D'Souza]

Those will work when used within Filter or AL workflow on with most other 
actions besides Direct SQL. I do not think those are available for use with 
Direct SQL.

From: Chuck 
Sent: Tuesday, May 08, 2012 7:54 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: Direct SQL question - in Log file 
ARACTSQL("xxx",0,-1,-2,100161)

** 
So for my edification,  why aren't you using the AR Time Functions?

On Tuesday, May 8, 2012 2:20:28 PM UTC-5, smiley wrote:
  Hi all - 

  I thought maybe I have my Direct SQL sort of working now.  But I can't find 
  any evidence of an Update occuring.  Any ideas? 

  Here is the Update statement in the Direct SQL: 

  UPDATE HPD_Help_Desk SET UM_Opened_By = '$USER$', UM_Opened_Date = 
  DATEDIFF(second,'1970-01-01 00:00:00','$TIMESTAMP$')-144000  WHERE 
  Incident_Number  = '$Incident Number$' AND Incident_Number != '' AND 
  UM_Opened_By = ''; 

  In the Log file, (I'm on Mid-Tier ITSM 7.6.03) my Active Link got past the 
  Run If Qualifications and says it will run the Action 0.  Then I get this 
  mysterious line in the log file -- ARACTSQL("",0, -1,-2 
  100161) 
  Nothing past that, and the next active links run. 

  Here is the actual log file: 
  . . . 
  ActiveLink: +UM:HPD:INC:OnOpen_510_OpenedBy_Upd   
  True actions: 
  action 0 
  ARACTSQL("+UM:HPD:INC:OnOpen_510_OpenedBy_Upd",0, -1,-2, 100161) 
  . . . 

  Does anyone know where I find out what these parameters are?   I know the 
  '100161' is the field id for Incident Number. 

  I'm looking in ARUtilities in the SQL part to see if the Update occured and 
  the 2 fields I'm trying to update are still blank: 
  SELECT 
  
Incident_Number,UM_Opened_By,UM_Opened_Date,Last_Modified_By,Last_Modified_Date 
  FROM HPD_Help_Desk where Incident_Number='INC00031823'; 

  Thank you for any help!!!

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Re: Number Of Support Groups

[Cade Hoff]

You could look at creating different companies based on a logical
division within the parent company such as a region or high level org
structure and go mult-tenant.

This would effectively give you one more layer of grouping and also
allow you to refine permissions to the region etc.

We did this but then kept the support organizations named similarly so
that each "company" had a desktop tech support org and a telecom
support org etc

Because we based this on a high level org structure we were also able
to represent one more level of the organization in the company org
dept structure.

Thanks

Cade

On May 8, 2012, at 9:32 AM, Frank Caruso  wrote:

> One of the requirements is to have the application auto assign tickets to a 
> support person based on the location of the incident. If the incident is at 
> Site A in Kansas then the system needs to able to auto route to the Site A 
> Support Group as wells auto assign a technician assigned to Site A. There can 
> be many Sites in Kansas and each could have a unique support personnel, but 
> there are also could be many sites that share the same support personnel - 
> would be dependent on the proximity to each location.
>
> Are there actually 1200+ support organizations and groups, no, but the 
> requirement is still there and I see no other way to minimize the number of 
> support groups and provide the requested functionality.
>
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Re: PROBLEM :Invoking 3rd party sms gateway URL via remedy and capturing the response.

[Axton]

I try to keep things on the server side when I can.  Too many variables on
the client side to dream of dealing with.  wget is another program you can
use.  A filter plugin would not be hard to write.  I think it could be done
in < 100 lines of code.

On Tue, May 8, 2012 at 7:01 PM, Chuck  wrote:

> **
> I agree call the URL from the AR Server.
> View fields are inherently limited by whatever version of IE dll, ocx
> whatever.
> I use perl's http libs to get data via urls.
>
> Active Link -> Service Call -> Filter -> Set Fields Run Process (Blocking
> process) -> Perl
>
>
> On Tuesday, May 8, 2012 4:22:16 AM UTC-5, Vikram wrote:
>
>> Hi,
>>
>> I am in search of something I have not done before. We are trying to
>> implement sms functionality for one of our customer. In short the
>> requirement is such  that we have a sms gateway URL which has destination
>> number, and 2 text fields embedded into the URL.
>>
>> Once when we hit the URL with this info we get a 3 digit code in response
>> which tell us about the status of the sms i.e. Delivered, failed, pending
>> etc. This code is what the customer needs to record for auditing purpose.
>>
>> I am not sure how can we achieve this via Remedy workflow. Can any one
>> help me with  this.
>>
>> Thanks,
>> Vikram
>>
>> __**__**___
>>
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>>
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>

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Re: PROBLEM :Invoking 3rd party sms gateway URL via remedy and capturing the response.

[Chuck]

I agree call the URL from the AR Server.
View fields are inherently limited by whatever version of IE dll, ocx 
whatever.
I use perl's http libs to get data via urls.
 
Active Link -> Service Call -> Filter -> Set Fields Run Process (Blocking 
process) -> Perl 
 

On Tuesday, May 8, 2012 4:22:16 AM UTC-5, Vikram wrote:

> Hi, 
>
> I am in search of something I have not done before. We are trying to 
> implement sms functionality for one of our customer. In short the 
> requirement is such  that we have a sms gateway URL which has destination 
> number, and 2 text fields embedded into the URL. 
>
> Once when we hit the URL with this info we get a 3 digit code in response 
> which tell us about the status of the sms i.e. Delivered, failed, pending 
> etc. This code is what the customer needs to record for auditing purpose. 
>
> I am not sure how can we achieve this via Remedy workflow. Can any one 
> help me with  this. 
>
> Thanks, 
> Vikram 
>
> ___
>  
>
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" 
>

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Re: Direct SQL question - in Log file ARACTSQL("xxx",0,-1,-2,1000000161)

[Chuck]

So for my edification,  why aren't you using the AR Time Functions?

On Tuesday, May 8, 2012 2:20:28 PM UTC-5, smiley wrote:

> Hi all - 
>
> I thought maybe I have my Direct SQL sort of working now.  But I can't 
> find 
> any evidence of an Update occuring.  Any ideas? 
>
> Here is the Update statement in the Direct SQL: 
>
> UPDATE HPD_Help_Desk SET UM_Opened_By = '$USER$', UM_Opened_Date = 
> DATEDIFF(second,'1970-01-01 00:00:00','$TIMESTAMP$')-144000  WHERE 
> Incident_Number  = '$Incident Number$' AND Incident_Number != '' AND 
> UM_Opened_By = ''; 
>
> In the Log file, (I'm on Mid-Tier ITSM 7.6.03) my Active Link got past the 
> Run If Qualifications and says it will run the Action 0.  Then I get this 
> mysterious line in the log file -- ARACTSQL("",0, -1,-2 
> 100161) 
> Nothing past that, and the next active links run. 
>
> Here is the actual log file: 
> . . . 
> ActiveLink: +UM:HPD:INC:OnOpen_510_OpenedBy_Upd   
> True actions: 
>  action 0 
> ARACTSQL("+UM:HPD:INC:OnOpen_510_OpenedBy_Upd",0, -1,-2, 100161) 
> . . . 
>
> Does anyone know where I find out what these parameters are?   I know the 
> '100161' is the field id for Incident Number. 
>
> I'm looking in ARUtilities in the SQL part to see if the Update occured 
> and 
> the 2 fields I'm trying to update are still blank: 
> SELECT 
> Incident_Number,UM_Opened_By,UM_Opened_Date,Last_Modified_By,Last_Modified_Date
>  
>
> FROM HPD_Help_Desk where Incident_Number='INC00031823'; 
>
> Thank you for any help!!! 
>
>
> -- 
> View this message in context: 
> http://ars-action-request-system.1093659.n2.nabble.com/Direct-SQL-question-in-Log-file-ARACTSQL-xxx-0-1-2-100161-tp7540392.html
>  
> Sent from the ARS (Action Request System) mailing list archive at 
> Nabble.com. 
>
> ___
>  
>
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> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" 
>

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Re: Direct SQL question - in Log file ARACTSQL("xxx",0,-1,-2,1000000161)

[Nancy Tietz]

Yes that is just what I did!

SQL log files in the AR System Admin > Server Administration.

And I found that for some reason my system’s date format was different than
the one that Jason gave.

And also for some reason, I don’t have to specify the + or minus of GMT
difference either like Jason has.



So this time I’m going to try this:

SET  = DATEDIFF(second,’01/01/1970 00:00:00’,
‘$TIMESTAMP$’)



Instead of the recommended:

SET  = DATEDIFF(second,’1970-01-01 00:00:00’,
‘$TIMESTAMP$’) +25200



Now isn’t that interesting!   It just goes to show….

I sure hope it works this time!

J



*From:* Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] *On Behalf Of *Joe Martin D'Souza
*Sent:* Tuesday, May 08, 2012 4:28 PM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: Direct SQL question - in Log file
ARACTSQL("xxx",0,-1,-2,100161)



**

That’s what I would suggest too.. And you seem to be really having fun with
this baby for someone who is a newbie..



There have been instances where I have had some really weird results using
direct SQL. I regret now not logging them as bugs as I do not recall how to
reproduce them. I remember one case where I had a particularly long SQL
using several nested TRANSLATE functions where the $ variables yielded
wrong results. And at times even errored. The same statement on that
occasion would run perfect on the SQL client, but when ran in a set field
operation, somehow mixed up the order in which the variables were assigned
values, thus resulting in errors at times and at others wrong assignments..



So like you have been cautioned by the likes of David, and others, use this
option sparingly in your workflow, and only at times when you think that it
is just not possible to achieve the same results with any of the native ARS
functions..



I do understand this kind of qualifies to be one such example..



Joe



*From:* Axton 

*Sent:* Tuesday, May 08, 2012 4:19 PM

*Newsgroups:* public.remedy.arsystem.general

*To:* arslist@ARSLIST.ORG

*Subject:* Re: Direct SQL question - in Log file
ARACTSQL("xxx",0,-1,-2,100161)



** Look in the SQL logs on the server.

On Tue, May 8, 2012 at 2:20 PM, smiley  wrote:

Hi all -

I thought maybe I have my Direct SQL sort of working now.  But I can't find
any evidence of an Update occuring.  Any ideas?

Here is the Update statement in the Direct SQL:

UPDATE HPD_Help_Desk SET UM_Opened_By = '$USER$', UM_Opened_Date =
DATEDIFF(second,'1970-01-01 00:00:00','$TIMESTAMP$')-144000  WHERE
Incident_Number  = '$Incident Number$' AND Incident_Number != '' AND
UM_Opened_By = '';

In the Log file, (I'm on Mid-Tier ITSM 7.6.03) my Active Link got past the
Run If Qualifications and says it will run the Action 0.  Then I get this
mysterious line in the log file -- ARACTSQL("",0, -1,-2
100161)
Nothing past that, and the next active links run.

Here is the actual log file:
. . .
ActiveLink: +UM:HPD:INC:OnOpen_510_OpenedBy_Upd
True actions:
action 0
ARACTSQL("+UM:HPD:INC:OnOpen_510_OpenedBy_Upd",0, -1,-2, 100161)
. . .

Does anyone know where I find out what these parameters are?   I know the
'100161' is the field id for Incident Number.

I'm looking in ARUtilities in the SQL part to see if the Update occured and
the 2 fields I'm trying to update are still blank:
SELECT
Incident_Number,UM_Opened_By,UM_Opened_Date,Last_Modified_By,Last_Modified_Date
FROM HPD_Help_Desk where Incident_Number='INC00031823';

Thank you for any help!!!

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

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Re: Direct SQL question - in Log file ARACTSQL("xxx",0,-1,-2,1000000161)

[Joe Martin D'Souza]

That’s what I would suggest too.. And you seem to be really having fun with 
this baby for someone who is a newbie..

There have been instances where I have had some really weird results using 
direct SQL. I regret now not logging them as bugs as I do not recall how to 
reproduce them. I remember one case where I had a particularly long SQL using 
several nested TRANSLATE functions where the $ variables yielded wrong results. 
And at times even errored. The same statement on that occasion would run 
perfect on the SQL client, but when ran in a set field operation, somehow mixed 
up the order in which the variables were assigned values, thus resulting in 
errors at times and at others wrong assignments..

So like you have been cautioned by the likes of David, and others, use this 
option sparingly in your workflow, and only at times when you think that it is 
just not possible to achieve the same results with any of the native ARS 
functions..

I do understand this kind of qualifies to be one such example..

Joe

From: Axton 
Sent: Tuesday, May 08, 2012 4:19 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: Direct SQL question - in Log file 
ARACTSQL("xxx",0,-1,-2,100161)

** Look in the SQL logs on the server.


On Tue, May 8, 2012 at 2:20 PM, smiley  wrote:

  Hi all -

  I thought maybe I have my Direct SQL sort of working now.  But I can't find
  any evidence of an Update occuring.  Any ideas?

  Here is the Update statement in the Direct SQL:

  UPDATE HPD_Help_Desk SET UM_Opened_By = '$USER$', UM_Opened_Date =
  DATEDIFF(second,'1970-01-01 00:00:00','$TIMESTAMP$')-144000  WHERE
  Incident_Number  = '$Incident Number$' AND Incident_Number != '' AND
  UM_Opened_By = '';

  In the Log file, (I'm on Mid-Tier ITSM 7.6.03) my Active Link got past the
  Run If Qualifications and says it will run the Action 0.  Then I get this
  mysterious line in the log file -- ARACTSQL("",0, -1,-2
  100161)
  Nothing past that, and the next active links run.

  Here is the actual log file:
  . . .
  ActiveLink: +UM:HPD:INC:OnOpen_510_OpenedBy_Upd
  True actions:
  action 0
  ARACTSQL("+UM:HPD:INC:OnOpen_510_OpenedBy_Upd",0, -1,-2, 100161)
  . . .

  Does anyone know where I find out what these parameters are?   I know the
  '100161' is the field id for Incident Number.

  I'm looking in ARUtilities in the SQL part to see if the Update occured and
  the 2 fields I'm trying to update are still blank:
  SELECT
  
Incident_Number,UM_Opened_By,UM_Opened_Date,Last_Modified_By,Last_Modified_Date
  FROM HPD_Help_Desk where Incident_Number='INC00031823';

  Thank you for any help!!!

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Re: Direct SQL question - in Log file ARACTSQL("xxx",0,-1,-2,1000000161)

[Axton]

Look in the SQL logs on the server.

On Tue, May 8, 2012 at 2:20 PM, smiley  wrote:

> Hi all -
>
> I thought maybe I have my Direct SQL sort of working now.  But I can't find
> any evidence of an Update occuring.  Any ideas?
>
> Here is the Update statement in the Direct SQL:
>
> UPDATE HPD_Help_Desk SET UM_Opened_By = '$USER$', UM_Opened_Date =
> DATEDIFF(second,'1970-01-01 00:00:00','$TIMESTAMP$')-144000  WHERE
> Incident_Number  = '$Incident Number$' AND Incident_Number != '' AND
> UM_Opened_By = '';
>
> In the Log file, (I'm on Mid-Tier ITSM 7.6.03) my Active Link got past the
> Run If Qualifications and says it will run the Action 0.  Then I get this
> mysterious line in the log file -- ARACTSQL("",0, -1,-2
> 100161)
> Nothing past that, and the next active links run.
>
> Here is the actual log file:
> . . .
> ActiveLink: +UM:HPD:INC:OnOpen_510_OpenedBy_Upd
> True actions:
>  action 0
> ARACTSQL("+UM:HPD:INC:OnOpen_510_OpenedBy_Upd",0, -1,-2, 100161)
> . . .
>
> Does anyone know where I find out what these parameters are?   I know the
> '100161' is the field id for Incident Number.
>
> I'm looking in ARUtilities in the SQL part to see if the Update occured and
> the 2 fields I'm trying to update are still blank:
> SELECT
>
> Incident_Number,UM_Opened_By,UM_Opened_Date,Last_Modified_By,Last_Modified_Date
> FROM HPD_Help_Desk where Incident_Number='INC00031823';
>
> Thank you for any help!!!
>
>
> --
> View this message in context:
> http://ars-action-request-system.1093659.n2.nabble.com/Direct-SQL-question-in-Log-file-ARACTSQL-xxx-0-1-2-100161-tp7540392.html
> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
>
>
> ___
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Direct SQL question - in Log file ARACTSQL("xxx",0,-1,-2,1000000161)

[smiley]

Hi all -

I thought maybe I have my Direct SQL sort of working now.  But I can't find
any evidence of an Update occuring.  Any ideas?

Here is the Update statement in the Direct SQL:

UPDATE HPD_Help_Desk SET UM_Opened_By = '$USER$', UM_Opened_Date =
DATEDIFF(second,'1970-01-01 00:00:00','$TIMESTAMP$')-144000  WHERE 
Incident_Number  = '$Incident Number$' AND Incident_Number != '' AND
UM_Opened_By = '';

In the Log file, (I'm on Mid-Tier ITSM 7.6.03) my Active Link got past the
Run If Qualifications and says it will run the Action 0.  Then I get this
mysterious line in the log file -- ARACTSQL("",0, -1,-2
100161)
Nothing past that, and the next active links run.

Here is the actual log file:
. . .
ActiveLink: +UM:HPD:INC:OnOpen_510_OpenedBy_Upd  
True actions:
 action 0
ARACTSQL("+UM:HPD:INC:OnOpen_510_OpenedBy_Upd",0, -1,-2, 100161) 
. . .

Does anyone know where I find out what these parameters are?   I know the
'100161' is the field id for Incident Number.

I'm looking in ARUtilities in the SQL part to see if the Update occured and
the 2 fields I'm trying to update are still blank:
SELECT
Incident_Number,UM_Opened_By,UM_Opened_Date,Last_Modified_By,Last_Modified_Date
FROM HPD_Help_Desk where Incident_Number='INC00031823';

Thank you for any help!!!


--
View this message in context: 
http://ars-action-request-system.1093659.n2.nabble.com/Direct-SQL-question-in-Log-file-ARACTSQL-xxx-0-1-2-100161-tp7540392.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Job Opportunity- Remedy Developer Atlanta, GA

[Werner, Chris]

Hello Remedy Experts!

I wanted to reach out to all of you in hopes that some of you may be interested 
in one of the two positions Windward has available right now in Atlanta.  We 
have a short term project (about 40 days) supporting one of our commercial 
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Asset management application.  As a result we're looking to hire on Atrium CMDB 
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I've included the links to our application below for you to review and/or 
apply.  You can also send your resume directly to me at 
cwer...@windwardits.com

We're open to hiring corp-corp W2 hourly or 1099.

http://sj.tbe.taleo.net/SJ6/ats/careers/requisition.jsp?org=WINDWARDITS&cws=1&rid=307

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Thanks,

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Technical Recruiter
(703) 812-0117 (desk)
(571) 234-0586 (cell)
cwer...@windwardits.com
[cid:image001.jpg@01CD2D2A.CE832530]


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<>

Re: PROBLEM :Invoking 3rd party sms gateway URL via remedy and capturing the response.

[John Sundberg]

Vikram,

If this company is a Kinetic customer - use a Task Handler in the Task
Engine.

(sort of like curl comment by Saby)

FYI - I am in NYC - if you want - I can stop by the Column Office.

-John



On Tue, May 8, 2012 at 4:22 AM, Vikram  wrote:

> Hi,
>
> I am in search of something I have not done before. We are trying to
> implement sms functionality for one of our customer. In short the
> requirement is such  that we have a sms gateway URL which has destination
> number, and 2 text fields embedded into the URL.
>
> Once when we hit the URL with this info we get a 3 digit code in response
> which tell us about the status of the sms i.e. Delivered, failed, pending
> etc. This code is what the customer needs to record for auditing purpose.
>
> I am not sure how can we achieve this via Remedy workflow. Can any one
> help me with  this.
>
> Thanks,
> Vikram
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>



-- 

*John Sundberg*
Kinetic Data, Inc.
"Your Business. Your Process."
*WWRUG10 Best Customer Service/Support Award*
*WWRUG09 Innovator of the Year Award*
*
*
651-556-0930 I john.sundb...@kineticdata.com
www.kineticdata.com I community.kineticdata.com

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Re: PROBLEM :Invoking 3rd party sms gateway URL via remedy and capturing the response.

[Sabyson Fernandes]

Vikrant,

Look at CURL. It's a great utility and can be called from the command line. You 
can pass a URL to it with the relevant parameters. You would have to write 
Remedy workflow to build the URL and then you can call the PROCESS from a 
filter set field, $PROCESS$. This way you get the result of the command back in 
a field and can fire additional workflow of that (notify someone via email of a 
failure to deliver etc)


I have used it to perform integrations to an HP Openview Monitoring gateway and 
it works well.

http://curl.haxx.se/docs/manpage.html

Let me know if you have any questions.

Saby




 From: "Kulkarni, Vikrant" 
To: arslist@ARSLIST.ORG 
Sent: Tuesday, May 8, 2012 6:35 AM
Subject: Re: PROBLEM :Invoking 3rd party sms gateway URL via remedy and 
capturing the response.
 
Thx Misi,

One confusion still. I liked the idea of the view field but can I read the 
value back from that field as a http response?

Need to check it. Will update on this approach shortly.

Thanks
Vikram

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Tuesday, May 08, 2012 4:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: PROBLEM :Invoking 3rd party sms gateway URL via remedy and 
capturing the response.

Hi,

The best way would probably be to write a small filter-plugin that can do
the call from the server.

Or you might be able to write some small javascript-code for Mid-Tier that
does the call.

If you create a small View-field, and assign the URL to that field. The
returned value should be displayed.

        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. 

> Hi,
>
> I am in search of something I have not done before. We are trying to
> implement sms functionality for one of our customer. In short the
> requirement is such  that we have a sms gateway URL which has destination
> number, and 2 text fields embedded into the URL.
>
> Once when we hit the URL with this info we get a 3 digit code in response
> which tell us about the status of the sms i.e. Delivered, failed, pending
> etc. This code is what the customer needs to record for auditing purpose.
>
> I am not sure how can we achieve this via Remedy workflow. Can any one
> help me with  this.
>
> Thanks,
> Vikram
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>

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Re: 764 User Tool Delay

[Misi Mladoniczky]

Hi,

I think the client is quiet if the user does nothing (and no auto-refresh
is turned on).

I saw this the first time a very long time ago. Probably version 5.1.2 or
something like that.

Today I have two routes to my 7.6.04 server. One through a firewall and
one direct line. If I go through the firewall, I get this same behavior.
The client in this case is Windows XP and AR User 7.6.04.

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

> Thanks Jason, I see the issue on my 32 bit Win XP, so that seems to not be
> the issue.
>
> Thanks Misi, I'll check on the firewall, but I wonder why the versions of
> the WUT would make a difference.  Perhaps the 6.x clients check back with
> the server more frequently?
>
> David
>
>
>> -Original Message-
>> From: Action Request System discussion list(ARSList)
>> [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
>> Sent: Tuesday, May 08, 2012 11:06 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: 764 User Tool Delay
>>
>> Hi,
>>
>> This kind of symptom typically has to do with a firewall timeout. Check
>> if you
>> have something like that between the client and the server.
>>
>> 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.
>>
>> > Are these 64 bit computers? After 7.1 WUT tends to hang on 64 bit
>> > Windows (and it is not supported). Some versions/patches more than
>> > others. There are a few compatibility setting that help greatly. I
>> > don't have them handy at the moment but they are in the List's
>> archives.
>> >
>> > I have not noticed the time relationship like you mention so maybe
>> > this is something else altogether?
>> >
>> > Jason
>> > On May 8, 2012 7:29 AM, "David Durling"  wrote:
>> >
>> >> I'll add that, in our case, the hang/delay seems to occur more like
>> >> after
>> >> 30 minutes of inactivity (not sure how much) - I think not just after
>> >> a few minutes.  This is against a 7.5 server, custom apps.
>> >>
>> >> David
>> >>
>> >> > -Original Message-
>> >> > From: David Durling
>> >> > Sent: Tuesday, May 08, 2012 10:21 AM
>> >> > To: arslist@ARSLIST.ORG
>> >> > Subject: RE: 764 User Tool Delay
>> >> >
>> >> > I've seen the same thing with the 7.5 patch 007 user tool, and one
>> >> > of
>> >> our
>> >> > units considered it a bug and downgraded back to a 6.x client - it
>> >> appears
>> >> > related to the version of the user tool.  I wonder if all of the
>> >> > newer
>> >> clients
>> >> > exhibit this behavior?
>> >> >
>> >> > David Durling
>> >> > University of Georgia
>> >> >
>> >> > > -Original Message-
>> >> > > From: Action Request System discussion list(ARSList)
>> >> > > [mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso
>> >> > > Sent: Tuesday, May 08, 2012 10:17 AM
>> >> > > To: arslist@ARSLIST.ORG
>> >> > > Subject: 764 User Tool Delay
>> >> > >
>> >> > > ARS 764 sp2
>> >> > > User Tool 764 sp3
>> >> > >
>> >> > > We can log in quickly and access all the non ITSM specific forms
>> >> using
>> >> > > the User Tool without issue: people, support, locations,
>> >> > > organizations,etc. We will be using the User Tool for foundation
>> >> data
>> >> > > maintenance only. However, we are finding that if left idle for a
>> >> few
>> >> > > minutes, there is a roughly 60 second delay when reconnecting.
>> >> > > For example, run a query displaying all support groups, toggle to
>> >> another
>> >> > > application, return to the user tool after a few minutes and it
>> >> > > will lock up for about a minute. User does not have to log back
>> >> > > in but
>> >> just
>> >> > > wait for the system to come back. This does not happen in the
>> >> midtier.
>> >> > >
>> >> > > Any thoughts?
>> >> > >
>> >> > > Thank you.
>> >> > >
>> >> > >
>> >> >
>> __
>> >> > > _
>> >> > > 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"
>> >
>>
>> __
>> _
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12
>> www.wwrug12.com ARSList: "Where the Answers Are"
>
>
> ___

Re: Relationships not showing for custom fields in overlaid forms

[Guillaume Rheault]

Thanks David

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Easter, David [david_eas...@bmc.com]
Sent: Monday, May 07, 2012 1:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: Relationships not showing for custom fields in overlaid forms

**
FYI, this issue has been duplicated by BMC and is being tracked as SW00430296 
against 7.6.04.   Can’t say when it will be addressed, but at least it has been 
formally identified.

-David J. Easter
Manager of Product Management, Remedy Platform
BMC Software, Inc.

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault
Sent: Friday, May 04, 2012 7:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: Relationships not showing for custom fields in overlaid forms

**
All,

So yes I can confirm that AFTER the Record Object Relationships is enabled, 
creating workflow for custom fields in overlaid forms will indeed record the 
relationships properly.

So the bug is in the initial scan for relationships as Dr. Strauss suggested.

Therefore don't turn off that dang Record Object Relationships, or you'll 
lose the relationships!

thanks all Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Grooms, Frederick W [frederick.w.gro...@xo.com]
Sent: Friday, May 04, 2012 9:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Relationships not showing for custom fields in overlaid forms
**
You could test the theory… Since you now have Recording Relationships on go and 
add some workflow to a custom field and see if the Show Relationships will 
display it

Fred

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault
Sent: Friday, May 04, 2012 8:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Relationships not showing for custom fields in overlaid forms

**
Well, that's the case for me, the development was done and then we turned on 
the record object relationships.

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of strauss [stra...@unt.edu]
Sent: Thursday, May 03, 2012 5:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: Relationships not showing for custom fields in overlaid forms
**
I see them as well (custom fields on overlaid forms – Incident 7.6.04.03) but 
then all of my upgrade re-development and subsequent customization was done 
with Record Object Relationships turned on.  I wonder if the bug only appears 
when you make the changes and THEN turn recording on – implying that a new scan 
for relationships might miss them where active recording does not.

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 Sanford, Claire
Sent: Thursday, May 03, 2012 10:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Relationships not showing for custom fields in overlaid forms

**
Sorry guys…

I have ITSM SP2 and 7.6.04 SP3 and I can see the relationships on my custom 
fields.

I have all kinds of other problems, but field relationships are not one of them!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault
Sent: Thursday, May 03, 2012 10:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Relationships not showing for custom fields in overlaid forms

**
Thanks for confirming Lynn. It's crazy that this bug has not been fixed yet, 
after all 7.6.04 was released on January 2011.

Now here is the amazing thing: the reply that I got from BMC Support is that 
they were not able to reproduce the issue, meaning the support guy sees 
Relationships for custom fields in overlaid forms.
But I trust a lot more the listers than BMC Support, I have had very crappy 
support lately for a number of issues. If the support guy is lying, he'll be 
really sorry, I'll his manager an earful (which anyway feels like preaching to 
the choir)

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Poston, Lynn [lynn.pos...@graybar.com]
Sent: Thursday, May 03, 2012 10:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Relationships not showing for custom fields in overlaid forms
**
Guillaume,

We are on ARS 7.6.04 SP3 and ITSM 7.6.04 SP2 and you are correct.  I just 
checked our custom fields and they do not display the relationships either.

Thanks,
Ly

Re: Number Of Support Groups

[Frank Caruso]

One of the requirements is to have the application auto assign tickets to a 
support person based on the location of the incident. If the incident is at 
Site A in Kansas then the system needs to able to auto route to the Site A 
Support Group as wells auto assign a technician assigned to Site A. There can 
be many Sites in Kansas and each could have a unique support personnel, but 
there are also could be many sites that share the same support personnel - 
would be dependent on the proximity to each location.

Are there actually 1200+ support organizations and groups, no, but the 
requirement is still there and I see no other way to minimize the number of 
support groups and provide the requested functionality.

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Re: 764 User Tool Delay

[David Durling]

Thanks Jason, I see the issue on my 32 bit Win XP, so that seems to not be the 
issue.

Thanks Misi, I'll check on the firewall, but I wonder why the versions of the 
WUT would make a difference.  Perhaps the 6.x clients check back with the 
server more frequently?

David


> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
> Sent: Tuesday, May 08, 2012 11:06 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: 764 User Tool Delay
> 
> Hi,
> 
> This kind of symptom typically has to do with a firewall timeout. Check if you
> have something like that between the client and the server.
> 
> 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.
> 
> > Are these 64 bit computers? After 7.1 WUT tends to hang on 64 bit
> > Windows (and it is not supported). Some versions/patches more than
> > others. There are a few compatibility setting that help greatly. I
> > don't have them handy at the moment but they are in the List's archives.
> >
> > I have not noticed the time relationship like you mention so maybe
> > this is something else altogether?
> >
> > Jason
> > On May 8, 2012 7:29 AM, "David Durling"  wrote:
> >
> >> I'll add that, in our case, the hang/delay seems to occur more like
> >> after
> >> 30 minutes of inactivity (not sure how much) - I think not just after
> >> a few minutes.  This is against a 7.5 server, custom apps.
> >>
> >> David
> >>
> >> > -Original Message-
> >> > From: David Durling
> >> > Sent: Tuesday, May 08, 2012 10:21 AM
> >> > To: arslist@ARSLIST.ORG
> >> > Subject: RE: 764 User Tool Delay
> >> >
> >> > I've seen the same thing with the 7.5 patch 007 user tool, and one
> >> > of
> >> our
> >> > units considered it a bug and downgraded back to a 6.x client - it
> >> appears
> >> > related to the version of the user tool.  I wonder if all of the
> >> > newer
> >> clients
> >> > exhibit this behavior?
> >> >
> >> > David Durling
> >> > University of Georgia
> >> >
> >> > > -Original Message-
> >> > > From: Action Request System discussion list(ARSList)
> >> > > [mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso
> >> > > Sent: Tuesday, May 08, 2012 10:17 AM
> >> > > To: arslist@ARSLIST.ORG
> >> > > Subject: 764 User Tool Delay
> >> > >
> >> > > ARS 764 sp2
> >> > > User Tool 764 sp3
> >> > >
> >> > > We can log in quickly and access all the non ITSM specific forms
> >> using
> >> > > the User Tool without issue: people, support, locations,
> >> > > organizations,etc. We will be using the User Tool for foundation
> >> data
> >> > > maintenance only. However, we are finding that if left idle for a
> >> few
> >> > > minutes, there is a roughly 60 second delay when reconnecting.
> >> > > For example, run a query displaying all support groups, toggle to
> >> another
> >> > > application, return to the user tool after a few minutes and it
> >> > > will lock up for about a minute. User does not have to log back
> >> > > in but
> >> just
> >> > > wait for the system to come back. This does not happen in the
> >> midtier.
> >> > >
> >> > > Any thoughts?
> >> > >
> >> > > Thank you.
> >> > >
> >> > >
> >> >
> __
> >> > > _
> >> > > 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"
> >
> 
> __
> _
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12
> www.wwrug12.com ARSList: "Where the Answers Are"


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Re: 764 User Tool Delay

[David Durling]

Joe,

Thanks, but my home folder is local to my PC, so that appears not to be the 
issue.  Though the connection does may be getting otherwise dropped -

David

> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
> Sent: Tuesday, May 08, 2012 10:28 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: 764 User Tool Delay
> 
> I can't say I have noticed this..
> 
> Another thought I just had is.. where do you have your AR System home
> folder?? A network share? Does the network 'drop' the share connectivity
> when not in use? That could explain why it is taking those few moments.
> 
> If you have your home on a network share, try changing that and see if it
> makes a difference..
> 
> Joe
> 
> -Original Message-
> From: David Durling
> Sent: Tuesday, May 08, 2012 10:20 AM Newsgroups:
> public.remedy.arsystem.general
> To: arslist@ARSLIST.ORG
> Subject: Re: 764 User Tool Delay
> 
> I've seen the same thing with the 7.5 patch 007 user tool, and one of our
> units considered it a bug and downgraded back to a 6.x client - it appears
> related to the version of the user tool.  I wonder if all of the newer clients
> exhibit this behavior?
> 
> David Durling
> University of Georgia
> 
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso
> > Sent: Tuesday, May 08, 2012 10:17 AM
> > To: arslist@ARSLIST.ORG
> > Subject: 764 User Tool Delay
> >
> > ARS 764 sp2
> > User Tool 764 sp3
> >
> > We can log in quickly and access all the non ITSM specific forms using
> > the User Tool without issue: people, support, locations,
> > organizations,etc. We will be using the User Tool for foundation data
> > maintenance only. However, we are finding that if left idle for a few
> > minutes, there is a roughly 60 second delay when reconnecting. For
> > example, run a query displaying all support groups, toggle to another
> > application, return to the user tool after a few minutes and it will
> > lock up for about a minute. User does not have to log back in but just
> > wait for the system to come back. This does not happen in the midtier.
> >
> > Any thoughts?
> >
> > Thank you.
> 
> __
> _
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12
> www.wwrug12.com ARSList: "Where the Answers Are"


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Re: Issue in Incident Creation via Incoming Email

[Chuck]

System might be interpreting the field with colon
inside the [$$  $$] mulitline bracket 
remove all the colons : and replace it with a dash - 
 
 
Chuck G.
 

On Tuesday, May 8, 2012 3:10:37 AM UTC-5, Aluru, Radhika wrote:

> ** 
>  
> Hi All,
>
>  
>
>  
>
> I am creating Incidents based on the Incoming Emails in the Remedy 
> understandable format. In one email, I had the Detailed description 
> mentioned as below. If the Detailed Description contains anything like 
> “Name: “, it is failing to create Incidents. If I replace “Name:” with 
> “Nam:”,  then system is creating tickets.
>
>  
>
> I have verified AR System Email error logs and I am getting ARERR 103 with 
> the description as “Name parameter (or name field in a parameter) is longer 
> than the maximum allowed length null”.
>
>  
>
> Any ideas to solve this issue?
>
>  
>
>  
>
> Detailed Description ! 100151!: [$$Alert: FIM Server User Logon
>
>  
>
> Source: USHOUFIM01VD.corpdev.dev
>
>  
>
> Path: 
>
>  
>
> Last modified by: System
>
>  
>
> Last modified time: 5/3/2012 11:34:30 AM
>
>  
>
> Alert description: Event Description: An account was successfully logged 
> on.
>
>  
>
> Subject:
>
> Security ID: NT AUTHORITY\SYSTEM
>
> Account Name: USHOUFIM01VD$
>
> Account Domain: CORPDEV
>
> Logon ID: 0x3e7
>
>  
>
> Logon Type:   10
>
>  
>
> New Logon:
>
> Security ID: CORPDEV\d-jacobje
>
> Account Name: d-jacobje
>
> Account Domain: CORPDEV
>
> Logon ID: 0xe1b3e27
>
> Logon GUID:  
> {475D8E05-7AD7-6513-548E-ECF2E10F69AC}
>
>  
>
> Process Information:
>
> Process ID:  0x17b4
>
> Process Name:  
> C:\Windows\System32\winlogon.exe
>
>  
>
> Network Information:
>
> Workstation Name:USHOUFIM01VD
>
> Source Network Address:10.193.224.41
>
> Source Port:   61955
>
>  
>
> Detailed Authentication Information:
>
> Logon Process:  User32 
>
> Authentication Package:   Negotiate
>
> Transited Services:  -
>
> Package Name (NTLM only):   -
>
> Key Length:0
>
>  
>
> This event is generated when a logon session is created. It is generated 
> on the computer that was accessed.
>
>  
>
> The subject fields indicate the account on the local system which 
> requested the logon. This is most commonly a service such as the Server 
> service, or a local process such as Winlogon.exe or Services.exe.
>
>  
>
> The logon type field indicates the kind of logon that occurred. The most 
> common types are 2 (interactive) and 3 (network).
>
>  
>
> The New Logon fields indicate the account for whom the new logon was 
> created, i.e. the account that was logged on.
>
>  
>
> The network fields indicate where a remote logon request originated. 
> Workstation name is not always available and may be left blank in some 
> cases.
>
>  
>
> The authentication information fields provide detailed information about 
> this specific logon request.
>
> - Logon GUID is a unique identifier that can be used to 
> correlate this event with a KDC event.
>
> - Transited services indicate which intermediate services 
> have participated in this logon request.
>
> - Package name indicates which sub-protocol was used among 
> the NTLM protocols.
>
> - Key length indicates the length of the generated session 
> key. This will be 0 if no session key was requested.
>
>  
>
>  
>
> Alert view link: "
> http://USHOUSCOM01T:51908/default.aspx?DisplayMode=Pivot&AlertID=%7bcc054f8a-1964-43be-9ce1-6f218bf05049%7d
> "
>
> Notification subscription ID generating this message: 
> {34F52EC3-0572-DB7D-CE1E-781CD682B800}$$]
>
>  
>
>  
>
>  
>
>  
>
> 
> Confidentiality Note: The information contained in this 
> message, and any attachments, may contain confidential 
> and/or privileged material.  It is intended solely for the 
> person(s) or entity to which it is addressed.  Any review, 
> retransmission, dissemination, or taking of any action in
> reliance upon this information by persons or entities other 
> than the intended recipient(s) is prohibited.  If you received 
> this in error, please contact the sender and delete the 
> material from any computer.
> 
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Ar

Re: Question about .NET APIs

[Chuck]

Use the pattern in the .NET Regular expression- 
 System.Text.RegularExpressions;
 

On Tuesday, May 8, 2012 3:06:03 AM UTC-5, Andre Delcroix wrote:

> ** 
>  
> Hello list,
>
>  
>
> Does someone know a way to verify (in C# or VB.NET) that a string matches 
> the pattern defined for a character field and found in a CharacterLimit 
> object?
>
>  
>
> Thanks
>
>  
>
> André
>
>  
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_


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Re: 764 User Tool Delay

[Misi Mladoniczky]

Hi,

This kind of symptom typically has to do with a firewall timeout. Check if
you have something like that between the client and the server.

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.

> Are these 64 bit computers? After 7.1 WUT tends to hang on 64 bit Windows
> (and it is not supported). Some versions/patches more than others. There
> are a few compatibility setting that help greatly. I don't have them handy
> at the moment but they are in the List's archives.
>
> I have not noticed the time relationship like you mention so maybe this is
> something else altogether?
>
> Jason
> On May 8, 2012 7:29 AM, "David Durling"  wrote:
>
>> I'll add that, in our case, the hang/delay seems to occur more like
>> after
>> 30 minutes of inactivity (not sure how much) - I think not just after a
>> few
>> minutes.  This is against a 7.5 server, custom apps.
>>
>> David
>>
>> > -Original Message-
>> > From: David Durling
>> > Sent: Tuesday, May 08, 2012 10:21 AM
>> > To: arslist@ARSLIST.ORG
>> > Subject: RE: 764 User Tool Delay
>> >
>> > I've seen the same thing with the 7.5 patch 007 user tool, and one of
>> our
>> > units considered it a bug and downgraded back to a 6.x client - it
>> appears
>> > related to the version of the user tool.  I wonder if all of the newer
>> clients
>> > exhibit this behavior?
>> >
>> > David Durling
>> > University of Georgia
>> >
>> > > -Original Message-
>> > > From: Action Request System discussion list(ARSList)
>> > > [mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso
>> > > Sent: Tuesday, May 08, 2012 10:17 AM
>> > > To: arslist@ARSLIST.ORG
>> > > Subject: 764 User Tool Delay
>> > >
>> > > ARS 764 sp2
>> > > User Tool 764 sp3
>> > >
>> > > We can log in quickly and access all the non ITSM specific forms
>> using
>> > > the User Tool without issue: people, support, locations,
>> > > organizations,etc. We will be using the User Tool for foundation
>> data
>> > > maintenance only. However, we are finding that if left idle for a
>> few
>> > > minutes, there is a roughly 60 second delay when reconnecting. For
>> > > example, run a query displaying all support groups, toggle to
>> another
>> > > application, return to the user tool after a few minutes and it will
>> > > lock up for about a minute. User does not have to log back in but
>> just
>> > > wait for the system to come back. This does not happen in the
>> midtier.
>> > >
>> > > Any thoughts?
>> > >
>> > > Thank you.
>> > >
>> > >
>> > __
>> > > _
>> > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend
>> > > wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>>
>>
>>
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Re: Remedy Installation Advice

[Chuck]

Here is hopefully some starting points.
1) Read ARS xxx Install Guide first and get an idea of prerequisites and 
compatibilities.
If installing ITSM
2) Read Atrium install (look over the checklists)
3)Read ITSM install (look over the checklists)
4)Read SLM install( look over the checklists)
5)Read SRM install(once again... look over the checklists)
 
If you are installing to a patch level, ensure you check out the Readme.
Some patch installers are full installs, some are incremental.
(Although I think in 7604 they are all full installs)
 
So the bottom line is that this does take a little reading and planning.
 

On Tuesday, May 8, 2012 7:56:21 AM UTC-5, Suresh Loganathan wrote:

> ** 
> Hi Team,
>  
> This is Suresh . First time i am insalling the total remedy package. Can 
> you please help with clear road map to complete the requirement. I hav 
> reffered the "Installation Guide". but, i am not clear with that.
>  
> Kindly share your input to complete my task.
>  
> Regards,
>  
> Suresh Loganathan.
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 


On Tuesday, May 8, 2012 7:56:21 AM UTC-5, Suresh Loganathan wrote: 
>
> ** 
> Hi Team,
>  
> This is Suresh . First time i am insalling the total remedy package. Can 
> you please help with clear road map to complete the requirement. I hav 
> reffered the "Installation Guide". but, i am not clear with that.
>  
> Kindly share your input to complete my task.
>  
> Regards,
>  
> Suresh Loganathan.
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 


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Re: Number Of Support Groups

[Francois Seegers]

Hi Frank,

We ran into an issue where for example if a coordinator need to manage 50+ 
support groups.  There is a form called HPD:Statistics and when using the 
Overview Console to view All My Groups calls and all are selected then there is 
a limitation on a field called Group Qualification of 4000 characters.  We move 
these coordinators to use User Defined searches instead.

Regards
Francois

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C
Sent: Tuesday, May 08, 2012 4:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: Number Of Support Groups

Our support groups are organized by into the following support org types:


IT Service Operations --> All Service Desk and Production Support Groups 
(Help Desk & L1)
Application Support & Maint. (ASM)(L1)
Systems Engineering (L2 & L3)
Network Engineering (L2 & L3)
Data Architecture (L2 & L3)
App-Dev- - several app-dev areas organized by portfolio   
 (L2 & L3)
Infrastructure Services
Risk Management
Business Partners


FYI - if you are doing change management with large support groups then you 
could have an issue with approval role limitations, see KA339823 on increasing 
limit on needed fields for approvals.

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 Frank Caruso
Sent: Tuesday, May 08, 2012 9:35 AM
To: arslist@ARSLIST.ORG
Subject: Number Of Support Groups

ITSM 764 sp2

Due to how the organization is structured the number of support groups needed 
is becoming very large. The company has hundreds of locations to support 
throughout the country and each location has specific personnel assigned to 
support that location. My current estimate is there will be over 1200+ support 
groups. Due to the limited number of Support Group Levels provided in ITSM the 
menu display of support organizations and groups that will be presented to end 
users will be large. Through the use of templates and auto assignment most 
incidents can have a support group auto populated, but I am wondering whether I 
should attempt to decrease the number.

Are there any limitations in ITSM on the number of support groups that can be 
created/managed?
Has anyone else had to configure a large number of support groups?
In order to assign an incident to a support person they must be part of a 
support group, or is there some other hidden way to handle this in ITSM 764?
Since there are only two levels to define a support group, can anyone share 
some possible naming conventions? (This company is split out by roughly 10 
regions which could be set using the Organization field).

Any feedback is appreciated.

Frank

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Re: 764 User Tool Delay

[Jason Miller]

Are these 64 bit computers? After 7.1 WUT tends to hang on 64 bit Windows
(and it is not supported). Some versions/patches more than others. There
are a few compatibility setting that help greatly. I don't have them handy
at the moment but they are in the List's archives.

I have not noticed the time relationship like you mention so maybe this is
something else altogether?

Jason
On May 8, 2012 7:29 AM, "David Durling"  wrote:

> I'll add that, in our case, the hang/delay seems to occur more like after
> 30 minutes of inactivity (not sure how much) - I think not just after a few
> minutes.  This is against a 7.5 server, custom apps.
>
> David
>
> > -Original Message-
> > From: David Durling
> > Sent: Tuesday, May 08, 2012 10:21 AM
> > To: arslist@ARSLIST.ORG
> > Subject: RE: 764 User Tool Delay
> >
> > I've seen the same thing with the 7.5 patch 007 user tool, and one of our
> > units considered it a bug and downgraded back to a 6.x client - it
> appears
> > related to the version of the user tool.  I wonder if all of the newer
> clients
> > exhibit this behavior?
> >
> > David Durling
> > University of Georgia
> >
> > > -Original Message-
> > > From: Action Request System discussion list(ARSList)
> > > [mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso
> > > Sent: Tuesday, May 08, 2012 10:17 AM
> > > To: arslist@ARSLIST.ORG
> > > Subject: 764 User Tool Delay
> > >
> > > ARS 764 sp2
> > > User Tool 764 sp3
> > >
> > > We can log in quickly and access all the non ITSM specific forms using
> > > the User Tool without issue: people, support, locations,
> > > organizations,etc. We will be using the User Tool for foundation data
> > > maintenance only. However, we are finding that if left idle for a few
> > > minutes, there is a roughly 60 second delay when reconnecting. For
> > > example, run a query displaying all support groups, toggle to another
> > > application, return to the user tool after a few minutes and it will
> > > lock up for about a minute. User does not have to log back in but just
> > > wait for the system to come back. This does not happen in the midtier.
> > >
> > > Any thoughts?
> > >
> > > Thank you.
> > >
> > >
> > __
> > > _
> > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend
> > > wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>
>
>
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Re: Number Of Support Groups

[Easter, David]

While not yet taken advantage of in ITSM OOTB, AR System did introduce 
hierarchical groups in AR System 7.6.0x to address these kind of situations:

Hierarchical group relationships for access control

You can now define a parent-child relationship between access control groups to 
simplify permissions management. When this is defined, and when the object 
properties allow for permission inheritance, object permissions assigned to the 
child group are also granted to the parent group. A group hierarchy can also be 
applied dynamically during row-level security processing to grant permission to 
a parent group, if the appropriate object properties are enabled.

See the Form and Application Objects Guide, “Using a parent group for 
permissions inheritance.”

Perhaps through some customizations, you can take some advantage of this.  It 
is hoped that ITSM applications will take full advantage of this in a future 
release.

-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 Frank Caruso
Sent: Tuesday, May 08, 2012 7:35 AM
To: arslist@ARSLIST.ORG
Subject: Number Of Support Groups

ITSM 764 sp2

Due to how the organization is structured the number of support groups needed 
is becoming very large. The company has hundreds of locations to support 
throughout the country and each location has specific personnel assigned to 
support that location. My current estimate is there will be over 1200+ support 
groups. Due to the limited number of Support Group Levels provided in ITSM the 
menu display of support organizations and groups that will be presented to end 
users will be large. Through the use of templates and auto assignment most 
incidents can have a support group auto populated, but I am wondering whether I 
should attempt to decrease the number.

Are there any limitations in ITSM on the number of support groups that can be 
created/managed?
Has anyone else had to configure a large number of support groups?
In order to assign an incident to a support person they must be part of a 
support group, or is there some other hidden way to handle this in ITSM 764?
Since there are only two levels to define a support group, can anyone share 
some possible naming conventions? (This company is split out by roughly 10 
regions which could be set using the Organization field).

Any feedback is appreciated.

Frank

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Re: Number Of Support Groups

[Goodall, Andrew C]

Our support groups are organized by into the following support org types:


IT Service Operations --> All Service Desk and Production Support Groups 
(Help Desk & L1)
Application Support & Maint. (ASM)(L1)
Systems Engineering (L2 & L3)
Network Engineering (L2 & L3)
Data Architecture (L2 & L3)
App-Dev- - several app-dev areas organized by portfolio   
 (L2 & L3)
Infrastructure Services
Risk Management
Business Partners


FYI - if you are doing change management with large support groups then you 
could have an issue with approval role limitations, see KA339823 on increasing 
limit on needed fields for approvals.

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 Frank Caruso
Sent: Tuesday, May 08, 2012 9:35 AM
To: arslist@ARSLIST.ORG
Subject: Number Of Support Groups

ITSM 764 sp2

Due to how the organization is structured the number of support groups needed 
is becoming very large. The company has hundreds of locations to support 
throughout the country and each location has specific personnel assigned to 
support that location. My current estimate is there will be over 1200+ support 
groups. Due to the limited number of Support Group Levels provided in ITSM the 
menu display of support organizations and groups that will be presented to end 
users will be large. Through the use of templates and auto assignment most 
incidents can have a support group auto populated, but I am wondering whether I 
should attempt to decrease the number.

Are there any limitations in ITSM on the number of support groups that can be 
created/managed?
Has anyone else had to configure a large number of support groups?
In order to assign an incident to a support person they must be part of a 
support group, or is there some other hidden way to handle this in ITSM 764?
Since there are only two levels to define a support group, can anyone share 
some possible naming conventions? (This company is split out by roughly 10 
regions which could be set using the Organization field).

Any feedback is appreciated.

Frank

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Re: Number Of Support Groups

[Joe Martin D'Souza]

There is no hard limit as far as I know.

However, it could lead to a performance degradation if this number kept 
increasing without an upper bound.


Are there really that many groups? Or could a few that have the same 
members, although their functions may differ, be clubbed together? It may be 
worth looking into the possibility of trimming them down based on that 
although it’s a much nicer thing to have groups broken down functionally 
rather than composition of members..


Joe

-Original Message- 
From: Frank Caruso
Sent: Tuesday, May 08, 2012 10:34 AM Newsgroups: 
public.remedy.arsystem.general

To: arslist@ARSLIST.ORG
Subject: Number Of Support Groups

ITSM 764 sp2

Due to how the organization is structured the number of support groups 
needed is becoming very large. The company has hundreds of locations to 
support throughout the country and each location has specific personnel 
assigned to support that location. My current estimate is there will be over 
1200+ support groups. Due to the limited number of Support Group Levels 
provided in ITSM the menu display of support organizations and groups that 
will be presented to end users will be large. Through the use of templates 
and auto assignment most incidents can have a support group auto populated, 
but I am wondering whether I should attempt to decrease the number.


Are there any limitations in ITSM on the number of support groups that can 
be created/managed?

Has anyone else had to configure a large number of support groups?
In order to assign an incident to a support person they must be part of a 
support group, or is there some other hidden way to handle this in ITSM 764?
Since there are only two levels to define a support group, can anyone share 
some possible naming conventions? (This company is split out by roughly 10 
regions which could be set using the Organization field).


Any feedback is appreciated.

Frank 


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Number Of Support Groups

[Frank Caruso]

ITSM 764 sp2

Due to how the organization is structured the number of support groups needed 
is becoming very large. The company has hundreds of locations to support 
throughout the country and each location has specific personnel assigned to 
support that location. My current estimate is there will be over 1200+ support 
groups. Due to the limited number of Support Group Levels provided in ITSM the 
menu display of support organizations and groups that will be presented to end 
users will be large. Through the use of templates and auto assignment most 
incidents can have a support group auto populated, but I am wondering whether I 
should attempt to decrease the number.

Are there any limitations in ITSM on the number of support groups that can be 
created/managed?
Has anyone else had to configure a large number of support groups?
In order to assign an incident to a support person they must be part of a 
support group, or is there some other hidden way to handle this in ITSM 764?
Since there are only two levels to define a support group, can anyone share 
some possible naming conventions? (This company is split out by roughly 10 
regions which could be set using the Organization field).

Any feedback is appreciated.

Frank

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Re: 764 User Tool Delay

[David Durling]

I'll add that, in our case, the hang/delay seems to occur more like after 30 
minutes of inactivity (not sure how much) - I think not just after a few 
minutes.  This is against a 7.5 server, custom apps.

David

> -Original Message-
> From: David Durling
> Sent: Tuesday, May 08, 2012 10:21 AM
> To: arslist@ARSLIST.ORG
> Subject: RE: 764 User Tool Delay
> 
> I've seen the same thing with the 7.5 patch 007 user tool, and one of our
> units considered it a bug and downgraded back to a 6.x client - it appears
> related to the version of the user tool.  I wonder if all of the newer clients
> exhibit this behavior?
> 
> David Durling
> University of Georgia
> 
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso
> > Sent: Tuesday, May 08, 2012 10:17 AM
> > To: arslist@ARSLIST.ORG
> > Subject: 764 User Tool Delay
> >
> > ARS 764 sp2
> > User Tool 764 sp3
> >
> > We can log in quickly and access all the non ITSM specific forms using
> > the User Tool without issue: people, support, locations,
> > organizations,etc. We will be using the User Tool for foundation data
> > maintenance only. However, we are finding that if left idle for a few
> > minutes, there is a roughly 60 second delay when reconnecting. For
> > example, run a query displaying all support groups, toggle to another
> > application, return to the user tool after a few minutes and it will
> > lock up for about a minute. User does not have to log back in but just
> > wait for the system to come back. This does not happen in the midtier.
> >
> > Any thoughts?
> >
> > Thank you.
> >
> >
> __
> > _
> > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend
> > wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"


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Re: 764 User Tool Delay

[Joe Martin D'Souza]

I can't say I have noticed this..

Another thought I just had is.. where do you have your AR System home 
folder?? A network share? Does the network 'drop' the share connectivity 
when not in use? That could explain why it is taking those few moments.


If you have your home on a network share, try changing that and see if it 
makes a difference..


Joe

-Original Message- 
From: David Durling
Sent: Tuesday, May 08, 2012 10:20 AM Newsgroups: 
public.remedy.arsystem.general

To: arslist@ARSLIST.ORG
Subject: Re: 764 User Tool Delay

I've seen the same thing with the 7.5 patch 007 user tool, and one of our 
units considered it a bug and downgraded back to a 6.x client - it appears 
related to the version of the user tool.  I wonder if all of the newer 
clients exhibit this behavior?


David Durling
University of Georgia


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso
Sent: Tuesday, May 08, 2012 10:17 AM
To: arslist@ARSLIST.ORG
Subject: 764 User Tool Delay

ARS 764 sp2
User Tool 764 sp3

We can log in quickly and access all the non ITSM specific forms using the
User Tool without issue: people, support, locations, organizations,etc. We
will be using the User Tool for foundation data maintenance only. However,
we are finding that if left idle for a few minutes, there is a roughly 60 
second

delay when reconnecting. For example, run a query displaying all support
groups, toggle to another application, return to the user tool after a few
minutes and it will lock up for about a minute. User does not have to log 
back

in but just wait for the system to come back. This does not happen in the
midtier.

Any thoughts?

Thank you. 


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Re: Remedy 7.6.04 SQL Error Message

[Hocks, Mike (DOT)]

That did it, the max text repl size, thanks a lot for the help on this, I 
really appreciate it!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of ravi rai
Sent: Monday, May 07, 2012 5:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy 7.6.04 SQL Error Message

**
This is related to max text repl size Server Configuration

Check: http://msdn.microsoft.com/en-us/library/ms179573.aspx

Ravi


> Date: Mon, 7 May 2012 15:11:18 -0400
> From: jdso...@shyle.net
> Subject: Re: Remedy 7.6.04 SQL Error Message
> To: arslist@ARSLIST.ORG
>
> Mike,
>
> At the risk of suggesting something you might have already tried, take an
> SQL log while reproducing the error so you get to see what is the offending
> form and field that is causing this error..
>
> If this doesn't yield anything, search for all fields in your database that
> has a max length of 65536.
>
> select schemaid, fieldid from field where fieldid in (select fieldid from
> field_char where maxlength = 65536);
> Or maybe
> select schemaid, fieldid from field where fieldid in (select fieldid from
> field_char where lengthunits = 65536);
>
> Joe
>
> -Original Message-
> From: Mike Hocks
> Sent: Monday, May 07, 2012 2:46 PM Newsgroups:
> public.remedy.arsystem.general
> To: arslist@ARSLIST.ORG
> Subject: Remedy 7.6.04 SQL Error Message
>
> After installing Analytics and we are now seeing the following error message
> when trying to attach a file larger than 65536...any idea in SQL where to
> adjust this size constraint?
>
> "The SQL database operation failed. : The statement has been
> terminated.Length of LOB data (549551) to be replicated exceeds configured
> maximum 65536. (SQL Server 7139) (ARERR 552) "
>
> Remedy 7.6.04
> SQL 2008 64 Bit
> Winodws 2008 Srv 64 Bit for App Server
>
> Thanks,
> -Mike
>
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Re: 764 User Tool Delay

[Joe Martin D'Souza]

ITSM applications 7.6.04 were not designed to be used on the WUT (Windows 
User Tool). Looks like you are already aware of that from your statements 
where you were specific about what part of the application you were trying 
to access..


Having said that, I did not experience this when I attempted to use the WUT 
to perform similar tasks.. Is this a new site you are at? Is this problem 
specific to this version and you did not get the same problem with the 
previous versions at this same site? The reason I am specifying *same site* 
is that I am wondering if it is not strictly an AR issue but something else 
like the network, or something installed on the clients that’s doing this - 
firewall or antivirus...


-Original Message- 
From: Frank Caruso
Sent: Tuesday, May 08, 2012 10:16 AM Newsgroups: 
public.remedy.arsystem.general

To: arslist@ARSLIST.ORG
Subject: 764 User Tool Delay

ARS 764 sp2
User Tool 764 sp3

We can log in quickly and access all the non ITSM specific forms using the 
User Tool without issue: people, support, locations, organizations,etc. We 
will be using the User Tool for foundation data maintenance only. However, 
we are finding that if left idle for a few minutes, there is a roughly 60 
second delay when reconnecting. For example, run a query displaying all 
support groups, toggle to another application, return to the user tool after 
a few minutes and it will lock up for about a minute. User does not have to 
log back in but just wait for the system to come back. This does not happen 
in the midtier.


Any thoughts?

Thank you. 


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Re: 764 User Tool Delay

[David Durling]

I've seen the same thing with the 7.5 patch 007 user tool, and one of our units 
considered it a bug and downgraded back to a 6.x client - it appears related to 
the version of the user tool.  I wonder if all of the newer clients exhibit 
this behavior?

David Durling
University of Georgia

> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso
> Sent: Tuesday, May 08, 2012 10:17 AM
> To: arslist@ARSLIST.ORG
> Subject: 764 User Tool Delay
> 
> ARS 764 sp2
> User Tool 764 sp3
> 
> We can log in quickly and access all the non ITSM specific forms using the
> User Tool without issue: people, support, locations, organizations,etc. We
> will be using the User Tool for foundation data maintenance only. However,
> we are finding that if left idle for a few minutes, there is a roughly 60 
> second
> delay when reconnecting. For example, run a query displaying all support
> groups, toggle to another application, return to the user tool after a few
> minutes and it will lock up for about a minute. User does not have to log back
> in but just wait for the system to come back. This does not happen in the
> midtier.
> 
> Any thoughts?
> 
> Thank you.
> 
> __
> _
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12
> www.wwrug12.com ARSList: "Where the Answers Are"


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Re: to commit or not to commit... that is the question

[Jason Miller]

I see why casting to an integer would lose any leading zeros but I am
having a hard time understanding why epoch time would need a leading zero.

[Moments pass, haven't had first cup of coffee yet]

Ohh! Those example are not doing the math needed to convert to epoch.
It is keeping in a date/time looking format but just casting to int.

Notice the difference in my example where midnight 1/1/1970 is referenced.
That is the epoch "magic."

Here is an example of an epoch integer stored in the db: 1336486481. The
Remedy clients at runtime convert that to display what we humans like as
date/time.

Jason
On May 8, 2012 6:01 AM, "Nancy Tietz"  wrote:

> **
>
> Thanks Jason!!!
>
>
>
> I got some other examples from another programmer who has a lot of
> experience in SQL Server:
>
>
>
> I’ll have to try some of these out.  I’m not sure what he means by ‘losing
> the leading zero’…
>
>
>
> I used getdate() as my date in the examples.
>
> GETDATE() IS LIKE ORACLES SYSDATE
>
> -
>
>
>
> --ONE WAY (REMOVE THE COMMENTS FROM THE CAST PART AND IT WILL BE INTEGER
> BUT YOU WILL LOSE THE LEADING ZERO
>
> SELECT
>
> -- CAST(
>
>
>
>   RIGHT('0' + CONVERT(VARCHAR(2), DATEPART(HOUR, GETDATE())), 2) +
>
>   RIGHT('0' + CONVERT(VARCHAR(2), DATEPART(MINUTE, GETDATE()  )), 2) +
>
>   RIGHT('0' + CONVERT(VARCHAR(2), DATEPART(SECOND, GETDATE()  )), 2)  +
>
>   RIGHT('0' + CONVERT(VARCHAR(3), DATEPART(MILLISECOND, GETDATE() )), 3)
>
>
>
> --   AS INT)
>
>  FROM  bbdw.DIM_CURRENCY
>
>
>
>
>
> --ANOTHER WAY  BUT STILL NO LEADING ZERO
>
> SELECT cast(
>
> replace(
>
> CONVERT(VARCHAR(20), GETDATE(),114
>
> ),':','')
>
>  as int)
>
>   from bbdw.DIM_CURRENCY
>
>
>
> --ANOTHER WAY  BUT STILL NO LEADING ZERO
>
> SELECT
>
>  CAST(
>
>   REPLACE (
>
>str(
>
>DATEPART(hour, getdate())
>
>,2)
>
>+
>
>str(
>
>DATEPART(minute, getdate())
>
>,2)
>
>+
>
>str(
>
>DATEPART(second, getdate())
>
>,2)
>
>+
>
>str(
>
>DATEPART(millisecond, getdate())
>
>,3)
>
>   ,' ',0)
>
>AS INT)
>
>  from bbdw.DIM_CURRENCY
>
>
>
>
>
>
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Jason Miller
> *Sent:* Monday, May 07, 2012 6:32 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: to commit or not to commit... that is the question
>
>
>
> ** Here is an example I used to update record 1 in a form called
> "+TemplateFrom" updating a new field called "Date/Time Field" using the
> Remedy generated SQL View via a Filter.  I was not able to get $TIMESTAMP$
> to resolve using ARUtilities so I had to build it using Remedy workflow.
>
>
>
>
>
> UPDATE A_TemplateForm
>
> SET Date_Time_Field = DATEDIFF(second, '1970-01-01 00:00:00',
> '$TIMESTAMP$')+25200
>
> WHERE Request_ID = '001'
>
>
>
> Adding 25200 is to account for my GMT offset.  There are more elegant ways
> to account for your offset.  I just kept it simple for this proof of
> concept.
>
>
>
> Jason
>
>
>
> On Mon, May 7, 2012 at 12:29 PM, Nancy Tietz  wrote:
>
> **
>
> Wow – I just found out I can use the ‘SQL’ thing in ARUtilities to
> actually SEE my Data!!!
>
> I’m so excited!!!
>
>
>
> Okay I’ll try to hold myself back on the ‘!’s and smileys…
>
>
>
> The C95019 field is a new field that I added to hold the ‘opened’
> date-time for the incident. It is a ‘date/time’ type of field.
>
>
>
> I’m on SQL Server – so the ‘sp_help’ is great to know, since I’m an Oracle
> person that got plopped into this BMC Remedy environment.  (not very long
> ago as you all can tell…)
>
>
>
> So here is my Update statement that I hope would work… however I am
> unclear how to format the Timestamp now.
>
> So would I do an
>
> Integer($TIMESTAMP$)
>
> Or I’ll look it up somewhere…
>
>
>
> On Load of the window:
>
> UPDATE HPD_Help_Desk SET UM_Opened_By = $USER$, UM_Opened_Date =
> $TIMESTAMP$  WHERE  Incident_Number  = $Incident Number$ AND
> Incident_Number != $NULL$ AND UM_Opened_By = $NULL$;
>
>
>
> On Close of the window:
>
> UPDATE HPD_Help_Desk SET UM_Opened_By = $NULL$, UM_Opened_Date = $NULL$
> WHERE Incident_Number  = $Incident Number$ AND $Incident Number$ != $NULL$
> AND UM_Opened_By = $USER$;
>
>
>
> Thanks everyone!!
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Jason Miller
> *Sent:* Monday, May 07, 2012 3:19 PM
>
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: to commit or not to commit... that is the question
>
>
>
> ** This is a dev system right?  It appears you are getting a handle on a
> few different techniques and concepts here.  I bet there are probably a few
> of us wincing while reading this thread.  When working with Direct SQL your
> gun is always loaded.  Be careful where you point that thing and make sure
> you always hit your target.
>
>
>
> That said we are absolutely here to help and you have caught our interest
> :)
>
>
>
> One thing that stood out to me in the the UPDATE is "C95

Re: Remedy Installation Advice

[Joe Martin D'Souza]

Suresh,

What specifically are you not clear with. The installation requires several 
check lists to be satisfied considering you want to install *everything*, 
ranging from DB and its server side requirements, Remedy application server 
side OS requirements, web server application and its OS side requirements, 
client side requirements, etc. etc.. All this assuming that other logistical 
requirements like the network availability, network access which include 
network user that you might require to run the services, etc. are met..

What specific detail are you not clear about?

The compatibility matrix in my opinion is very precise and clear about what you 
may require and how you could mix and match your environment to build your 
total environment.. Have you had a look at that?

Joe

From: Suresh Loganathan 
Sent: Tuesday, May 08, 2012 8:56 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Remedy Installation Advice

** 
Hi Team,

This is Suresh . First time i am insalling the total remedy package. Can you 
please help with clear road map to complete the requirement. I hav reffered the 
"Installation Guide". but, i am not clear with that.

Kindly share your input to complete my task.

Regards,

Suresh Loganathan.

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764 User Tool Delay

[Frank Caruso]

ARS 764 sp2
User Tool 764 sp3

We can log in quickly and access all the non ITSM specific forms using the User 
Tool without issue: people, support, locations, organizations,etc. We will be 
using the User Tool for foundation data maintenance only. However, we are 
finding that if left idle for a few minutes, there is a roughly 60 second delay 
when reconnecting. For example, run a query displaying all support groups, 
toggle to another application, return to the user tool after a few minutes and 
it will lock up for about a minute. User does not have to log back in but just 
wait for the system to come back. This does not happen in the midtier.

Any thoughts?

Thank you.

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Remedy Installation Advice

[Suresh Loganathan]

Hi Team,

This is Suresh . First time i am insalling the total remedy package. Can
you please help with clear road map to complete the requirement. I hav
reffered the "Installation Guide". but, i am not clear with that.

Kindly share your input to complete my task.

Regards,

Suresh Loganathan.

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Re: to commit or not to commit... that is the question

[Nancy Tietz]

Thanks Jason!!!



I got some other examples from another programmer who has a lot of
experience in SQL Server:



I’ll have to try some of these out.  I’m not sure what he means by ‘losing
the leading zero’…



I used getdate() as my date in the examples.

GETDATE() IS LIKE ORACLES SYSDATE

-



--ONE WAY (REMOVE THE COMMENTS FROM THE CAST PART AND IT WILL BE INTEGER
BUT YOU WILL LOSE THE LEADING ZERO

SELECT

-- CAST(



  RIGHT('0' + CONVERT(VARCHAR(2), DATEPART(HOUR, GETDATE())), 2) +

  RIGHT('0' + CONVERT(VARCHAR(2), DATEPART(MINUTE, GETDATE()  )), 2) +

  RIGHT('0' + CONVERT(VARCHAR(2), DATEPART(SECOND, GETDATE()  )), 2)  +

  RIGHT('0' + CONVERT(VARCHAR(3), DATEPART(MILLISECOND, GETDATE() )), 3)



--   AS INT)

 FROM  bbdw.DIM_CURRENCY





--ANOTHER WAY  BUT STILL NO LEADING ZERO

SELECT cast(

replace(

CONVERT(VARCHAR(20), GETDATE(),114

),':','')

 as int)

  from bbdw.DIM_CURRENCY



--ANOTHER WAY  BUT STILL NO LEADING ZERO

SELECT

 CAST(

  REPLACE (

   str(

   DATEPART(hour, getdate())

   ,2)

   +

   str(

   DATEPART(minute, getdate())

   ,2)

   +

   str(

   DATEPART(second, getdate())

   ,2)

   +

   str(

   DATEPART(millisecond, getdate())

   ,3)

  ,' ',0)

   AS INT)

 from bbdw.DIM_CURRENCY









*From:* Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] *On Behalf Of *Jason Miller
*Sent:* Monday, May 07, 2012 6:32 PM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: to commit or not to commit... that is the question



** Here is an example I used to update record 1 in a form called
"+TemplateFrom" updating a new field called "Date/Time Field" using the
Remedy generated SQL View via a Filter.  I was not able to get $TIMESTAMP$
to resolve using ARUtilities so I had to build it using Remedy workflow.





UPDATE A_TemplateForm

SET Date_Time_Field = DATEDIFF(second, '1970-01-01 00:00:00',
'$TIMESTAMP$')+25200

WHERE Request_ID = '001'



Adding 25200 is to account for my GMT offset.  There are more elegant ways
to account for your offset.  I just kept it simple for this proof of
concept.



Jason



On Mon, May 7, 2012 at 12:29 PM, Nancy Tietz  wrote:

**

Wow – I just found out I can use the ‘SQL’ thing in ARUtilities to actually
SEE my Data!!!

I’m so excited!!!



Okay I’ll try to hold myself back on the ‘!’s and smileys…



The C95019 field is a new field that I added to hold the ‘opened’
date-time for the incident. It is a ‘date/time’ type of field.



I’m on SQL Server – so the ‘sp_help’ is great to know, since I’m an Oracle
person that got plopped into this BMC Remedy environment.  (not very long
ago as you all can tell…)



So here is my Update statement that I hope would work… however I am unclear
how to format the Timestamp now.

So would I do an

Integer($TIMESTAMP$)

Or I’ll look it up somewhere…



On Load of the window:

UPDATE HPD_Help_Desk SET UM_Opened_By = $USER$, UM_Opened_Date =
$TIMESTAMP$  WHERE  Incident_Number  = $Incident Number$ AND
Incident_Number != $NULL$ AND UM_Opened_By = $NULL$;



On Close of the window:

UPDATE HPD_Help_Desk SET UM_Opened_By = $NULL$, UM_Opened_Date = $NULL$
WHERE Incident_Number  = $Incident Number$ AND $Incident Number$ != $NULL$
AND UM_Opened_By = $USER$;



Thanks everyone!!



*From:* Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] *On Behalf Of *Jason Miller
*Sent:* Monday, May 07, 2012 3:19 PM


*To:* arslist@ARSLIST.ORG
*Subject:* Re: to commit or not to commit... that is the question



** This is a dev system right?  It appears you are getting a handle on a
few different techniques and concepts here.  I bet there are probably a few
of us wincing while reading this thread.  When working with Direct SQL your
gun is always loaded.  Be careful where you point that thing and make sure
you always hit your target.



That said we are absolutely here to help and you have caught our interest :)



One thing that stood out to me in the the UPDATE is "C95019 =
$TIMESTAMP$."  I am assuming C95019 is a Remedy Date/Time field.
 Setting that to $TIMESTAMP$ in Direct SQL is going to give you errors
because you'll be trying to put a character string into an Integer field.
 If C95019 is a Character field you are good to go (but Date/Time kind
of loses it's value when stored as text).  To store $TIMESTAMP$ in an
Remedy Date/Time field you will need to convert it to UNIX Epoch
time (integer) before the UPDATE.



Jason



On Mon, May 7, 2012 at 11:58 AM, Joe Martin D'Souza 
wrote:

Just to add to Jason, replace spaces & special characters with _.

You should see all your columns in your DB table or view if you describe
(describe or desc) it..

eg:
Desc HPD_Help_Desk
Desc Tnnn (replace nnn with the schemaid as appropriate)

This works on Oracle..

If you are using MS SQL or Sybase, describe will not work.. On MS-SQL &
sybase use:
sp_help HPD_Help_Desk

Joe



-Original Message-
From: Jlbess
Sent: Monday, May 07, 2012 2:46 PM 

Re: PROBLEM :Invoking 3rd party sms gateway URL via remedy and capturing the response.

[Kulkarni, Vikrant]

Thx Misi,

One confusion still. I liked the idea of the view field but can I read the 
value back from that field as a http response?

Need to check it. Will update on this approach shortly.

Thanks
Vikram

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Tuesday, May 08, 2012 4:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: PROBLEM :Invoking 3rd party sms gateway URL via remedy and 
capturing the response.

Hi,

The best way would probably be to write a small filter-plugin that can do
the call from the server.

Or you might be able to write some small javascript-code for Mid-Tier that
does the call.

If you create a small View-field, and assign the URL to that field. The
returned value should be displayed.

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.

> Hi,
>
> I am in search of something I have not done before. We are trying to
> implement sms functionality for one of our customer. In short the
> requirement is such  that we have a sms gateway URL which has destination
> number, and 2 text fields embedded into the URL.
>
> Once when we hit the URL with this info we get a 3 digit code in response
> which tell us about the status of the sms i.e. Delivered, failed, pending
> etc. This code is what the customer needs to record for auditing purpose.
>
> I am not sure how can we achieve this via Remedy workflow. Can any one
> help me with  this.
>
> Thanks,
> Vikram
>
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>

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Re: PROBLEM :Invoking 3rd party sms gateway URL via remedy and capturing the response.

[Misi Mladoniczky]

Hi,

The best way would probably be to write a small filter-plugin that can do
the call from the server.

Or you might be able to write some small javascript-code for Mid-Tier that
does the call.

If you create a small View-field, and assign the URL to that field. The
returned value should be displayed.

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.

> Hi,
>
> I am in search of something I have not done before. We are trying to
> implement sms functionality for one of our customer. In short the
> requirement is such  that we have a sms gateway URL which has destination
> number, and 2 text fields embedded into the URL.
>
> Once when we hit the URL with this info we get a 3 digit code in response
> which tell us about the status of the sms i.e. Delivered, failed, pending
> etc. This code is what the customer needs to record for auditing purpose.
>
> I am not sure how can we achieve this via Remedy workflow. Can any one
> help me with  this.
>
> Thanks,
> Vikram
>
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>

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PROBLEM :Invoking 3rd party sms gateway URL via remedy and capturing the response.

[Vikram]

Hi,

I am in search of something I have not done before. We are trying to implement 
sms functionality for one of our customer. In short the requirement is such  
that we have a sms gateway URL which has destination number, and 2 text fields 
embedded into the URL.

Once when we hit the URL with this info we get a 3 digit code in response which 
tell us about the status of the sms i.e. Delivered, failed, pending etc. This 
code is what the customer needs to record for auditing purpose. 

I am not sure how can we achieve this via Remedy workflow. Can any one help me 
with  this.

Thanks,
Vikram

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Issue in Incident Creation via Incoming Email

[Aluru, Radhika]

Hi All,





I am creating Incidents based on the Incoming Emails in the Remedy 
understandable format. In one email, I had the Detailed description mentioned 
as below. If the Detailed Description contains anything like "Name: ", it is 
failing to create Incidents. If I replace "Name:" with "Nam:",  then system is 
creating tickets.



I have verified AR System Email error logs and I am getting ARERR 103 with the 
description as "Name parameter (or name field in a parameter) is longer than 
the maximum allowed length null".



Any ideas to solve this issue?





Detailed Description ! 100151!: [$$Alert: FIM Server User Logon



Source: USHOUFIM01VD.corpdev.dev



Path:



Last modified by: System



Last modified time: 5/3/2012 11:34:30 AM



Alert description: Event Description: An account was successfully logged on.



Subject:

Security ID: NT AUTHORITY\SYSTEM

Account Name: USHOUFIM01VD$

Account Domain: CORPDEV

Logon ID: 0x3e7



Logon Type:   10



New Logon:

Security ID: CORPDEV\d-jacobje

Account Name: d-jacobje

Account Domain: CORPDEV

Logon ID: 0xe1b3e27

Logon GUID:  
{475D8E05-7AD7-6513-548E-ECF2E10F69AC}



Process Information:

Process ID:  0x17b4

Process Name:  C:\Windows\System32\winlogon.exe



Network Information:

Workstation Name:USHOUFIM01VD

Source Network Address:10.193.224.41

Source Port:   61955



Detailed Authentication Information:

Logon Process:  User32

Authentication Package:   Negotiate

Transited Services:  -

Package Name (NTLM only):   -

Key Length:0



This event is generated when a logon session is created. It is generated on the 
computer that was accessed.



The subject fields indicate the account on the local system which requested the 
logon. This is most commonly a service such as the Server service, or a local 
process such as Winlogon.exe or Services.exe.



The logon type field indicates the kind of logon that occurred. The most common 
types are 2 (interactive) and 3 (network).



The New Logon fields indicate the account for whom the new logon was created, 
i.e. the account that was logged on.



The network fields indicate where a remote logon request originated. 
Workstation name is not always available and may be left blank in some cases.



The authentication information fields provide detailed information about this 
specific logon request.

- Logon GUID is a unique identifier that can be used to 
correlate this event with a KDC event.

- Transited services indicate which intermediate services have 
participated in this logon request.

- Package name indicates which sub-protocol was used among the 
NTLM protocols.

- Key length indicates the length of the generated session key. 
This will be 0 if no session key was requested.





Alert view link: 
"http://USHOUSCOM01T:51908/default.aspx?DisplayMode=Pivot&AlertID=%7bcc054f8a-1964-43be-9ce1-6f218bf05049%7d";

Notification subscription ID generating this message: 
{34F52EC3-0572-DB7D-CE1E-781CD682B800}$$]






Confidentiality Note: The information contained in this 
message, and any attachments, may contain confidential 
and/or privileged material.  It is intended solely for the 
person(s) or entity to which it is addressed.  Any review, 
retransmission, dissemination, or taking of any action in
reliance upon this information by persons or entities other 
than the intended recipient(s) is prohibited.  If you received 
this in error, please contact the sender and delete the 
material from any computer.


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Question about .NET APIs

[Andre Delcroix]

Hello list,

 

Does someone know a way to verify (in C# or VB.NET) that a string matches
the pattern defined for a character field and found in a CharacterLimit
object?

 

Thanks

 

André

 


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