Granting access to SRM for AD authenticated users

[John Baker]

Roger correctly summarises the problem, but I'm surprised he didn't point out 
that the JSS SSO Plugin can automatically raise an incident in ITSM when a user 
connects and has no account, invoking the correct process to provision an 
account so they can gain access. There's no useful out of the box SSO 
functionality in AR System to do this for you, and that won't change in 7.7 
unless there's been a radical change since I looked at a beta :)

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Audit history of CI Association

[Wirasat Siddiqi]

**
We have a requirement to develop audit history for CI Association on some of the CMDB classes. Has someone developed this kind of customization? Any suggestion how should I approach this?
 
Thanks,
Wirasat
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WWRUG12 Submission Update - (So you Don't Want to Pay for WWRUG12?) Two more of the many topics submitted this week (sneak peek)

[Phil Bautista]

Wow, I am excited to share with you two more of the submissions we got this
week.  These are likely to be approved by the board but we have receive 5
more to consider this week as well.  There were several more submitters that
signed up this week but didn't get their topics in (yet).

 

In order to create your own account to manage your submissions click here.
Once you have created your account you can then submit your topics (the only
dumb topics are those NOT submitted J). 

 

Remember for those topics accepted, your WWRUG12 Conference fee is waived
(aka FREE!)

 

Here are a couple you may recognize:

The following submission has been made by Carin Sinclair from BMC Software.


Topic Details


Topic:

Back to Basics - The what, why and where about logs


Abstract:

Where do you find the logs, why are they important
How do we read them and how can you help us
Dispelling the myth of why we need logs


Synopsis:


Presentation on why do we as support request logs, what we are looking for
and how to enable and find the logs


Technical Skill Level:

Intermediate


Classification:

Product


Categorization:

Other


Specification:

Technical

The following submission has been made by Kelly Deaver from Unisys
Corporation.


Topic Details


Topic:

All You Wanted to Know About Notifications but BMC was Afraid to Tell You


Abstract:

How Notifications are triggered. How to Debug. How to Modify. How to Tune
Who Gets Them.


Synopsis:

walk through the whole process of the Notification Engine, what it does, how
it does it, how to make it stop.


Technical Skill Level:

Advanced


Classification:

Product


Categorization:

ITSM


Specification:

Technical

 

See it doesn't have to be an extensive dissertation (unless perhaps you are
Dr. Christopher Strauss!).

 

Looking forward to seeing even more submissions next week.  Remember we only
have till July 1st to receive your submissions!

 

Phil Bautista, WWRUG12 Advisory Board

512-731-0304

Social -  
http://www.facebook.com/phil.bautista

Business -  
http://www.linkedin.com/in/philbautista

WWRUG12 -  
http://www.wwrug12.com/contact_phil.html

 


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Re: Friday funny or not!

[Joe Martin D'Souza]

Which actually is technically the right terminology..

We used to use the term developing nation to describe India when I was in 
school.. I do not recall what the Indian stance was during those wars, which 
perhaps was not important anyways given that we were ruled by the British at 
that time so we strictly didn’t have a political opinion that really counted at 
that time.. I do know that a small (perhaps large) number of the British troops 
did comprise of Indians back then..

Joe

From: Pierson, Shawn 
Sent: Friday, May 11, 2012 5:32 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: Friday funny or not!

** 
Sorry for the even further off topic history lesson, but the term “third world” 
bothers me.  It has become a term that relates to a nation’s backwardness or 
poverty rather than the original meaning with relation to the Cold War.

 

The terms First, Second, and Third world basically express the alliances 
nations had during the Cold War.  First world nations were those aligned with 
the U.S. (and supporters of capitalism), second world nations were aligned with 
the U.S.S.R and tended to be communist, and third world nations were those that 
were basically neutral.  With that in mind, nations like Somalia were 
technically considered first world nations.  Sweden, which generally ranks 
higher than the U.S. in terms of quality of life, is a third world country by 
that measure.

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Energy Transfer

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pat Zandi
Sent: Friday, May 11, 2012 3:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Friday funny or not!

 

** 

Yeah: gotta love the q&a and the support

I miss American support! Sorry. But I do! 

 

No offense 3rd world support.

Sent from my iPhone


On May 11, 2012, at 16:02, "Goodall, Andrew C"  wrote:

  ** 

   push field data in Workflow – not all just some, a mix over base, 
overlays and customs would show  for push field actions despite the same 
workflow displaying ok in 7.5 dev studio, and the workflow working as designed. 
So we knew it was a display issue in Dev Studio 7.6.04

   

  Clearing the dev studio workspace cache cleared the problem.

   

   

  

   

   

  

   

   

  Regards,

   

  Andrew C. Goodall

  Software Engineer

  Development Services

  ago...@jcpenney.com

  jcpenney

  6501 Legacy Drive

  Plano, TX 75024

  jcp.com

   

  From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
  Sent: Friday, May 11, 2012 2:54 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Friday funny or not!

   

  ** 

   

  I’ve never had this happen to me.. so out of curiosity, what are the symptoms 
of this corruption?

   

  Joe

   

  From: Goodall, Andrew C 

  Sent: Friday, May 11, 2012 3:42 PM

  Newsgroups: public.remedy.arsystem.general

  To: arslist@ARSLIST.ORG 

  Subject: Friday funny or not!

   

  ** 

  Just got off the phone with BMC support who were trying to explain possible 
reasons why the Dev studio workspace cache could corrupt for an issue I was 
facing.

  The workaround was to clear the workspace cache. I asked them to pursue a 
root cause and permanent resolution to the cache corruption.

   

  Support stated “This is why it is our recommendation to continually change 
workspaces to avoid corruption”.

   

  I just about choked and spat out my coffee :)

   

  I tried to explain why this was not good software development.

   

  Regards,

   

  Andrew C. Goodall

  Software Engineer

  Development Services

  jcpenney

  6501 Legacy Drive

  Plano, TX 75024

  jcp.com

   


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

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Re: Friday funny or not!

[Pierson, Shawn]

Sorry for the even further off topic history lesson, but the term “third world” 
bothers me.  It has become a term that relates to a nation’s backwardness or 
poverty rather than the original meaning with relation to the Cold War.

The terms First, Second, and Third world basically express the alliances 
nations had during the Cold War.  First world nations were those aligned with 
the U.S. (and supporters of capitalism), second world nations were aligned with 
the U.S.S.R and tended to be communist, and third world nations were those that 
were basically neutral.  With that in mind, nations like Somalia were 
technically considered first world nations.  Sweden, which generally ranks 
higher than the U.S. in terms of quality of life, is a third world country by 
that measure.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pat Zandi
Sent: Friday, May 11, 2012 3:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Friday funny or not!

**
Yeah: gotta love the q&a and the support
I miss American support! Sorry. But I do!

No offense 3rd world support.

Sent from my iPhone

On May 11, 2012, at 16:02, "Goodall, Andrew C" 
mailto:ago...@jcp.com>> wrote:
**
 push field data in Workflow – not all just some, a mix over base, 
overlays and customs would show  for push field actions despite the same 
workflow displaying ok in 7.5 dev studio, and the workflow working as designed. 
So we knew it was a display issue in Dev Studio 7.6.04

Clearing the dev studio workspace cache cleared the problem.








Regards,

Andrew C. Goodall
Software Engineer
Development Services
ago...@jcpenney.com
jcpenney
6501 Legacy Drive
Plano, TX 75024
jcp.com

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Friday, May 11, 2012 2:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Friday funny or not!

**

I’ve never had this happen to me.. so out of curiosity, what are the symptoms 
of this corruption?

Joe

From: Goodall, Andrew C
Sent: Friday, May 11, 2012 3:42 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Friday funny or not!

**
Just got off the phone with BMC support who were trying to explain possible 
reasons why the Dev studio workspace cache could corrupt for an issue I was 
facing.
The workaround was to clear the workspace cache. I asked them to pursue a root 
cause and permanent resolution to the cache corruption.

Support stated “This is why it is our recommendation to continually change 
workspaces to avoid corruption”.

I just about choked and spat out my coffee :)

I tried to explain why this was not good software development.

Regards,

Andrew C. Goodall
Software Engineer
Development Services
jcpenney
6501 Legacy Drive
Plano, TX 75024
jcp.com


The information transmitted is intended only for the person or entity to which 
it is addressed and
may contain confidential and/or privileged material. If the reader of this 
message is not the intended
recipient, you are hereby notified that your access is unauthorized, and any 
review, dissemination,
distribution or copying of this message including any attachments is strictly 
prohibited. If you are not
the intended recipient, please contact the sender and delete the material from 
any computer.
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers 
Are"_
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Are"_
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Private and confidential as detailed here: 
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Re: Friday funny or not!

[Joe Martin D'Souza]

You get what you pay for – that’s the bottom-line anywhere... You budget to 
build a train and you can’t expect to change plans and build a space ship..

There is talent out there – just that to get the best of it, it costs almost as 
much as it does here. And the whole reason they outsource is to that there is 
availability of inexperienced talent in vast numbers as well, that is easily 
available and that can be paid less.. If they want to hire top notch 
professionals supporting their apps out there, they will not save as much as 
they project to, by moving support from this more expensive region to there.. 
The cost of moving support there itself might have been higher than the 
difference in savings..

Look at it this way.. If someone is self aware of his worth to an organization 
and is aware he could potentially make 120K upwards a year somewhere in the 
world, how likely is he or she to take a 20 or 30K a year job, even if he or 
she were living in a 3rd world country out of personal choice – and I use the 
words personal choice, because when you are worth that much, its only your 
willingness to relocate that can stop or from doing so... There's not much 
otherwise that can really stop you..

So what you are really getting, is what you pay for with maybe a 5 to 10% 
bargain over the asking market rate just because it is a 3rd world country that 
costs slightly lesser to live in – not that much less but a little lesser than 
here..

Joe

From: Pat Zandi 
Sent: Friday, May 11, 2012 4:47 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: Friday funny or not!

** 
Yeah: gotta love the q&a and the support
I miss American support! Sorry. But I do! 

No offense 3rd world support.

Sent from my iPhone

On May 11, 2012, at 16:02, "Goodall, Andrew C"  wrote:


  ** 
   push field data in Workflow – not all just some, a mix over base, 
overlays and customs would show  for push field actions despite the same 
workflow displaying ok in 7.5 dev studio, and the workflow working as designed. 
So we knew it was a display issue in Dev Studio 7.6.04

   

  Clearing the dev studio workspace cache cleared the problem.

   

   

  

   

   

  

   

   

  Regards,

   

  Andrew C. Goodall

  Software Engineer

  Development Services

  ago...@jcpenney.com

  jcpenney

  6501 Legacy Drive

  Plano, TX 75024

  jcp.com

   

  From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
  Sent: Friday, May 11, 2012 2:54 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Friday funny or not!

   

  ** 

   

  I’ve never had this happen to me.. so out of curiosity, what are the symptoms 
of this corruption?

   

  Joe

   

  From: Goodall, Andrew C 

  Sent: Friday, May 11, 2012 3:42 PM

  Newsgroups: public.remedy.arsystem.general

  To: arslist@ARSLIST.ORG 

  Subject: Friday funny or not!

   

  ** 

  Just got off the phone with BMC support who were trying to explain possible 
reasons why the Dev studio workspace cache could corrupt for an issue I was 
facing.

  The workaround was to clear the workspace cache. I asked them to pursue a 
root cause and permanent resolution to the cache corruption.

   

  Support stated “This is why it is our recommendation to continually change 
workspaces to avoid corruption”.

   

  I just about choked and spat out my coffee :)

   

  I tried to explain why this was not good software development.

   

  Regards,

   

  Andrew C. Goodall

  Software Engineer

  Development Services

  jcpenney

  6501 Legacy Drive

  Plano, TX 75024

  jcp.com

   


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

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

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

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Re: Granting access to SRM for AD authenticated users

[Pierson, Shawn]

I would echo what others said about a People record being required, but I would 
also suggest building an integration with Active Directory via ARDBC.  Just 
build a vendor form against the User Accounts in AD via ARDBC, then build an 
escalation to put that data into a staging form, which has filters to create 
the appropriate People and other records related to that.  That will likely be 
helpful for you in other ways as well for Incidents and such that are called in 
against People records.

Thanks,

Shawn Pierson 
Remedy Developer | Energy Transfer


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Antonio M
Sent: Friday, May 11, 2012 2:01 PM
To: arslist@ARSLIST.ORG
Subject: Granting access to SRM for AD authenticated users

ARSlisters

Had a question about how to leverage to "AREA LDAP Configuration" form in the 
ITSM v7604 SP2 for users that:
1) Have been AD authenticated
2) Do not have a Remedy account and no record in the User form.

We're looking to give these users access to create a SRM entry or query on an 
existing entry.  I've read the v7604 "Integration Guide" and  the 
"Configuration Guide" but haven't found any useful information.  I'm able to AD 
authenticate users w/o Remedy accounts, then assign the AD authenticated user 
to the "Service Request User" group.

Here is a screenshot of the AREA LDAP config settings I've used:

http://photos.smugmug.com/photos/i-vhNSHRC/0/O/i-vhNSHRC.jpg

The 20213 in the DEFAULT GROUP(S) field is the "Service Request User" group 
while the -20213 in the ROLES LIST is the role of "Service Request User".

Can this be accomplished or do we need to create a User account before a person 
can utilize the SRM module to create an entry?  I've contacted BMC support but 
they haven't been able to provide much information/documents and keep refering 
me to the "Integration Guide" which isn't too useful.

Thanks in advance for your help!

~Antonio

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Re: Friday funny or not!

[Pat Zandi]

Yeah: gotta love the q&a and the support
I miss American support! Sorry. But I do! 

No offense 3rd world support.

Sent from my iPhone

On May 11, 2012, at 16:02, "Goodall, Andrew C"  wrote:

> **
>  push field data in Workflow – not all just some, a mix over base, 
> overlays and customs would show  for push field actions despite the 
> same workflow displaying ok in 7.5 dev studio, and the workflow working as 
> designed. So we knew it was a display issue in Dev Studio 7.6.04
>  
> Clearing the dev studio workspace cache cleared the problem.
>  
>  
> 
>  
>  
> 
>  
>  
> Regards,
>  
> Andrew C. Goodall
> Software Engineer
> Development Services
> ago...@jcpenney.com
> jcpenney
> 6501 Legacy Drive
> Plano, TX 75024
> jcp.com
>  
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
> Sent: Friday, May 11, 2012 2:54 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Friday funny or not!
>  
> **
>  
> I’ve never had this happen to me.. so out of curiosity, what are the symptoms 
> of this corruption?
>  
> Joe
>  
> From: Goodall, Andrew C
> Sent: Friday, May 11, 2012 3:42 PM
> Newsgroups: public.remedy.arsystem.general
> To: arslist@ARSLIST.ORG
> Subject: Friday funny or not!
>  
> **
> Just got off the phone with BMC support who were trying to explain possible 
> reasons why the Dev studio workspace cache could corrupt for an issue I was 
> facing.
> The workaround was to clear the workspace cache. I asked them to pursue a 
> root cause and permanent resolution to the cache corruption.
>  
> Support stated “This is why it is our recommendation to continually change 
> workspaces to avoid corruption”.
>  
> I just about choked and spat out my coffee :)
>  
> I tried to explain why this was not good software development.
>  
> Regards,
>  
> Andrew C. Goodall
> Software Engineer
> Development Services
> jcpenney
> 6501 Legacy Drive
> Plano, TX 75024
> jcp.com
>  
> 
> The information transmitted is intended only for the person or entity to 
> which it is addressed and 
> may contain confidential and/or privileged material. If the reader of this 
> message is not the intended
> recipient, you are hereby notified that your access is unauthorized, and any 
> review, dissemination,
> distribution or copying of this message including any attachments is strictly 
> prohibited. If you are not
> the intended recipient, please contact the sender and delete the material 
> from any computer.
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Email engine/mailbox issue with Exchange 2010 SP2 upgrade

[Peters, Ron]

Hi all, in case anyone else might run into this issue...

Just finished with an issue that popped up last night. All new incoming 
messages had nothing in the 'text body' and only the 'html body' was populated. 
Remedy takes the inbound messages and creates incidents where the body of the 
message populates the Notes field.

Our Exchange system owner upgraded the system at the same time the problem 
occurred. We went from Exchange 2010 SP1 Rollup 6 to Exchange 2010 SP2 Rollup 2 
on the CAS servers.

Our inbound mailboxes use POP to connect to Exchange. This upgrade changed how 
messages were formatted/sent in some way. Don't really know the root cause.

The resolution/workaround was to change the settings on the Exchange mailbox 
that Remedy uses for POP message retrieval. Instead of using the default of 
something like "bestmethod", it was changed to something like "text and html 
alternative". This is the command we used on the mailboxes.

Set-CASMailbox mailboxname -PopMessagesRetrievalMimeFormat 2 
-PopUseProtocolDefaults $false

Since the CAS servers were upgraded first and the mailbox servers will be done 
tonight, there is a possibility that the issue was only occurring during the 
window where the two server types aren't in sync. We'll be testing that 
scenario next week. It's possible we won't need the mailbox modification at all.

Ron

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Re: Friday funny or not!

[Goodall, Andrew C]

 push field data in Workflow – not all just some, a mix over base, 
overlays and customs would show  for push field actions despite the same 
workflow displaying ok in 7.5 dev studio, and the workflow working as designed. 
So we knew it was a display issue in Dev Studio 7.6.04

 

Clearing the dev studio workspace cache cleared the problem.

 

 

 

 

 

 

 

 

Regards,

 

Andrew C. Goodall

Software Engineer

Development Services

ago...@jcpenney.com

jcpenney

6501 Legacy Drive

Plano, TX 75024

jcp.com

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Friday, May 11, 2012 2:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Friday funny or not!

 

** 

 

I’ve never had this happen to me.. so out of curiosity, what are the symptoms 
of this corruption?

 

Joe

 

From: Goodall, Andrew C   

Sent: Friday, May 11, 2012 3:42 PM

Newsgroups: public.remedy.arsystem.general

To: arslist@ARSLIST.ORG 

Subject: Friday funny or not!

 

** 

Just got off the phone with BMC support who were trying to explain possible 
reasons why the Dev studio workspace cache could corrupt for an issue I was 
facing.

The workaround was to clear the workspace cache. I asked them to pursue a root 
cause and permanent resolution to the cache corruption.

 

Support stated “This is why it is our recommendation to continually change 
workspaces to avoid corruption”.

 

I just about choked and spat out my coffee :)

 

I tried to explain why this was not good software development.

 

Regards,

 

Andrew C. Goodall

Software Engineer

Development Services

jcpenney

6501 Legacy Drive

Plano, TX 75024

jcp.com

 


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

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


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<><>

Re: Friday funny or not!

[Joe Martin D'Souza]

I’ve never had this happen to me.. so out of curiosity, what are the symptoms 
of this corruption?

Joe

From: Goodall, Andrew C 
Sent: Friday, May 11, 2012 3:42 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Friday funny or not!

** 
Just got off the phone with BMC support who were trying to explain possible 
reasons why the Dev studio workspace cache could corrupt for an issue I was 
facing.

The workaround was to clear the workspace cache. I asked them to pursue a root 
cause and permanent resolution to the cache corruption.

 

Support stated “This is why it is our recommendation to continually change 
workspaces to avoid corruption”.

 

I just about choked and spat out my coffee :)

 

I tried to explain why this was not good software development.

 

Regards,

 

Andrew C. Goodall

Software Engineer

Development Services

jcpenney

6501 Legacy Drive

Plano, TX 75024

jcp.com

 


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

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Friday funny or not!

[Goodall, Andrew C]

Just got off the phone with BMC support who were trying to explain
possible reasons why the Dev studio workspace cache could corrupt for an
issue I was facing.

The workaround was to clear the workspace cache. I asked them to pursue
a root cause and permanent resolution to the cache corruption.

 

Support stated "This is why it is our recommendation to continually
change workspaces to avoid corruption".

 

I just about choked and spat out my coffee :)

 

I tried to explain why this was not good software development.

 

Regards,

 

Andrew C. Goodall

Software Engineer

Development Services

jcpenney

6501 Legacy Drive

Plano, TX 75024

jcp.com

 

The information transmitted is intended 
only for the person or entity to which it is addressed and may contain 
confidential and/or privileged material. If the reader of this message is not 
the intendedrecipient, you are hereby notified that your access is 
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Re: Granting access to SRM for AD authenticated users

[Nathan Aker]

To add to that, if you were to somehow allow unregistered users to submit an 
incident/service request you would have no identification for who the request 
came from or how to get ahold of them unless they key this info in appropriate 
fields on every service you have published in SRM.   You will likely have users 
entering generic descriptions of their problem with no contact information and 
you would be unable to trace who submitted it and follow-up:   Leads to 
"unresponsive" perception of IT and frustration for the customer.

Nathan Aker
ITSM Solution Architect
McAfee, Inc.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Friday, May 11, 2012 2:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Granting access to SRM for AD authenticated users

** To properly use SRM all users must have a People entry, Authenication can 
then be AD.

-Original Message-
From: Antonio M 
To: arslist 
Sent: Fri, May 11, 2012 3:01 pm
Subject: Granting access to SRM for AD authenticated users

ARSlisters



Had a question about how to leverage to "AREA LDAP Configuration" form in the

ITSM v7604 SP2 for users that:

1) Have been AD authenticated

2) Do not have a Remedy account and no record in the User form.



We're looking to give these users access to create a SRM entry or query on an

existing entry.  I've read the v7604 "Integration Guide" and  the "Configuration

Guide" but haven't found any useful information.  I'm able to AD authenticate

users w/o Remedy accounts, then assign the AD authenticated user to the "Service

Request User" group.



Here is a screenshot of the AREA LDAP config settings I've used:



http://photos.smugmug.com/photos/i-vhNSHRC/0/O/i-vhNSHRC.jpg



The 20213 in the DEFAULT GROUP(S) field is the "Service Request User" group

while the -20213 in the ROLES LIST is the role of "Service Request User".



Can this be accomplished or do we need to create a User account before a person

can utilize the SRM module to create an entry?  I've contacted BMC support but

they haven't been able to provide much information/documents and keep refering

me to the "Integration Guide" which isn't too useful.



Thanks in advance for your help!



~Antonio



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Re: Granting access to SRM for AD authenticated users

[Roger Justice]

To properly use SRM all users must have a People entry, Authenication can then 
be AD.



-Original Message-
From: Antonio M 
To: arslist 
Sent: Fri, May 11, 2012 3:01 pm
Subject: Granting access to SRM for AD authenticated users


ARSlisters
Had a question about how to leverage to "AREA LDAP Configuration" form in the 
TSM v7604 SP2 for users that:
) Have been AD authenticated
) Do not have a Remedy account and no record in the User form.
We're looking to give these users access to create a SRM entry or query on an 
xisting entry.  I've read the v7604 "Integration Guide" and  the "Configuration 
uide" but haven't found any useful information.  I'm able to AD authenticate 
sers w/o Remedy accounts, then assign the AD authenticated user to the "Service 
equest User" group.
Here is a screenshot of the AREA LDAP config settings I've used:
http://photos.smugmug.com/photos/i-vhNSHRC/0/O/i-vhNSHRC.jpg
The 20213 in the DEFAULT GROUP(S) field is the "Service Request User" group 
hile the -20213 in the ROLES LIST is the role of "Service Request User".
Can this be accomplished or do we need to create a User account before a person 
an utilize the SRM module to create an entry?  I've contacted BMC support but 
hey haven't been able to provide much information/documents and keep refering 
e to the "Integration Guide" which isn't too useful.
Thanks in advance for your help!
~Antonio
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Granting access to SRM for AD authenticated users

[Antonio M]

ARSlisters

Had a question about how to leverage to "AREA LDAP Configuration" form in the 
ITSM v7604 SP2 for users that:
1) Have been AD authenticated
2) Do not have a Remedy account and no record in the User form.

We're looking to give these users access to create a SRM entry or query on an 
existing entry.  I've read the v7604 "Integration Guide" and  the 
"Configuration Guide" but haven't found any useful information.  I'm able to AD 
authenticate users w/o Remedy accounts, then assign the AD authenticated user 
to the "Service Request User" group.

Here is a screenshot of the AREA LDAP config settings I've used:

http://photos.smugmug.com/photos/i-vhNSHRC/0/O/i-vhNSHRC.jpg

The 20213 in the DEFAULT GROUP(S) field is the "Service Request User" group 
while the -20213 in the ROLES LIST is the role of "Service Request User".

Can this be accomplished or do we need to create a User account before a person 
can utilize the SRM module to create an entry?  I've contacted BMC support but 
they haven't been able to provide much information/documents and keep refering 
me to the "Integration Guide" which isn't too useful.

Thanks in advance for your help!

~Antonio

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Re: CMDB and Overlays

[Roger Justice]

CMDB is not Overlay centric at this time.



-Original Message-
From: Hrishikesh Nandedkar 
To: arslist 
Sent: Fri, May 11, 2012 2:48 pm
Subject: CMDB and Overlays


** 
Hi List,
The “Base layer” is for the out-of-the-box objects from BMC; custom objects in 
the overlay layer – agreed! 
Any thoughts why “custom” CMDB attributes are created in “base layer”? (Don’t 
they carry the same risk of being touched during the upgrade?)
Thanks,
Hrishi
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Re: I think I Need to call a Filter From an Active Link

[pritch]

You could try a set field action reading from the record that is stored in the 
database

There is also a 'Service' action available, but I'm not sure that's exactly 
what you're looking for.

- Original Message -
From: "Nancy Tietz" 
To: arslist@ARSLIST.ORG
Sent: Friday, May 11, 2012 1:33:58 PM
Subject: I think I Need to call a Filter From an Active Link

Hi all -

I believe I need to be able to trigger a Filter from an Active Link.

Why do I want to do that - you ask?

Because, only Active Links can detect that the user has opened or closed a
window.
And, because only Filters can look at what the Server form data is, and
act on that.

Any ideas?   :)

I'm on ITSM 7.6.03, on MS SQL Server, Windows.

How I got to this conclusion is because my Direct SQL (run from an Active
Link) is updating the Server form field, but when I get to the point of
Closing the window, that Active Link can't 'see' the Server form field
that was updated earlier.

Thanks for any help!!

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I think I Need to call a Filter From an Active Link

[Nancy Tietz]

Hi all -

I believe I need to be able to trigger a Filter from an Active Link.

Why do I want to do that - you ask?

Because, only Active Links can detect that the user has opened or closed a
window.
And, because only Filters can look at what the Server form data is, and
act on that.

Any ideas?   :)

I'm on ITSM 7.6.03, on MS SQL Server, Windows.

How I got to this conclusion is because my Direct SQL (run from an Active
Link) is updating the Server form field, but when I get to the point of
Closing the window, that Active Link can't 'see' the Server form field
that was updated earlier.

Thanks for any help!!

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Re: importing workflow from 7.5 to 7.6.04

[Goodall, Andrew C]

Personally I think you would want them to be reflected to "custom". With
the BMC hotfix it is easy to do so, you can mass select objects and do
it in batch.

 

BMC upgrade should not touch them as they won't know about them (but you
never know), on a fresh install it will make it harder for you to know
all your "custom" workflow elements you need to migrate.

 

Regards,

 

Andrew C. Goodall

Software Engineer

Development Services

jcpenney

6501 Legacy Drive

Plano, TX 75024

jcp.com

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa
Sent: Friday, May 11, 2012 11:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: importing workflow from 7.5 to 7.6.04

 

** 

There's no real problem if they are tagged as unmodified correct?  Just
making sure because we just left our custom workflow as unmodified...

 

Thanks! 

Lisa 

 

 



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C
Sent: Thursday, May 10, 2012 5:16 PM
To: arslist@ARSLIST.ORG
Subject: importing workflow from 7.5 to 7.6.04

** 

 

Hey all,

 

I'm having an issue importing Active Links from 7.5 - it is creating
them as unmodified instead of as custom workflow.

Have any of you seen this and know how to resolve and make them import
as custom?

 

 

Regards,

 

Andrew C. Goodall

Software Engineer

Development Services

jcpenney

6501 Legacy Drive

Plano, TX 75024

jcp.com

 


The information transmitted is intended only for the person or entity to
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may contain confidential and/or privileged material. If the reader of
this message is not the intended
recipient, you are hereby notified that your access is unauthorized, and
any review, dissemination,
distribution or copying of this message including any attachments is
strictly prohibited. If you are not
the intended recipient, please contact the sender and delete the
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Re: importing workflow from 7.5 to 7.6.04

[Kemes, Lisa]

There's no real problem if they are tagged as unmodified correct?  Just making 
sure because we just left our custom workflow as unmodified...


Thanks!

Lisa




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C
Sent: Thursday, May 10, 2012 5:16 PM
To: arslist@ARSLIST.ORG
Subject: importing workflow from 7.5 to 7.6.04

**

Hey all,

I'm having an issue importing Active Links from 7.5 - it is creating them as 
unmodified instead of as custom workflow.
Have any of you seen this and know how to resolve and make them import as 
custom?


Regards,

Andrew C. Goodall
Software Engineer
Development Services
jcpenney
6501 Legacy Drive
Plano, TX 75024
jcp.com


The information transmitted is intended only for the person or entity to which 
it is addressed and
may contain confidential and/or privileged material. If the reader of this 
message is not the intended
recipient, you are hereby notified that your access is unauthorized, and any 
review, dissemination,
distribution or copying of this message including any attachments is strictly 
prohibited. If you are not
the intended recipient, please contact the sender and delete the material from 
any computer.
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Re: ITSM 7.6 upgrade from 7.0.03 Patch 9

[Chuck]

Make sure you placed your customizations into overlays.
Make sure you bring in origin objects (ie from a clean ITSM 703 patch 9 
environ),
Rerun installer.
-OR-
If the number of missing items in logs is few. Add the fields manually onto 
the forms after
you have done a restore to previous point before ITSM install.
example: Using the id that is mentioned in the logs  .. 60900 (Vendor 
Assignee Group)
 
I have added fields manually for successfull install.

On Wednesday, May 9, 2012 9:02:20 AM UTC-5, team@libero.it wrote:

> We are upgrading  the ITSM 7.0.03 Patch 9 to 7.6.04. 
>
> - Upgrade ARServer from 7.1 to 7.6 done -> OK 
> - Upgrade Atrium from 7.1 to 7. done -> OK 
> - Upgrade ITSM from 7.0.03 PAtch 9 to 7.6.04 failed -> KO 
>
> The logs about upgrade ITSM writing problem with import form Help Desk and 
> other. Here some row of the log. 
>
> "[ERROR][Fri May 04 18:00:27.036] ImportFileNode- ARImport() for 
> "hpd_deplapp. 
> def" returned non-zero return code 2 
> [ERROR][Fri May 04 18:00:27.036] ImportFileNode- 314  : <60900> 
> [ERROR][Fri May 04 18:00:27.036] ImportFileNode- 314 Field does not exist 
> on 
> current form HPD:Help Desk : <60900> 
> [ERROR][Fri May 04 18:00:27.036] ImportFileNode- 314 Field does not exist 
> on 
> current form HPD:Help Desk : <60900> 
> [ERROR][Fri May 04 18:00:27.036] ImportFileNode- 314 FielField does not 
> exist 
> on current form HPD:Help Deskd does not exist on current form HPD:Help 
> Desk : 
> <60900> 
> [ERROR][Fri May 04 18:00:27.036] ImportFileNode- 314 Field does not exist 
> on 
> current form HPD:Help Desk : <60900> 
> [ERROR][Fri May 04 18:00:27.051] ImportFileNode- 552 The SQL database 
> operation failed. 300851100 
> [WARNING][Fri May 04 18:00:27.051] ImportFileNode- 55 The following item 
> was 
> not imported HPD:Search-Worklog 
> [WARNING][Fri May 04 18:00:27.051] ImportFileNode- 55 The following item 
> was 
> not imported HPD:Search-Associations 
> [WARNING][Fri May 04 18:00:27.051] ImportFileNode- 55 The following item 
> was 
> not imported HPD:Search-Assignment Logs 
> [WARNING][Fri May 04 18:00:27.051] ImportFileNode- 55 The following item 
> was 
> not imported HPD:IncidentInterface 
> [WARNING][Fri May 04 18:00:27.051] ImportFileNode- 55 The following item 
> was 
> not imported HPD:CFG_IncidentWatchList 
> [WARNING][Fri May 04 18:00:27.051] ImportFileNode- 55 The following item 
> was 
> not imported HPD:Help Desk 
> [ERROR][Fri May 04 18:00:27.051] LoadComponent- Definition Import failed 
> for D: 
> \ISAB\Workflow\install\upgrade_from_7.0_to_7.5\systems\hpd\workflow\en\.\. 
> \hpd_deplapp.def (return code 2) 
> [ERROR][Fri May 04 18:08:10.551] ImportFileNode- ARImport() for "HPD% 
> Help_Desk2.def" returned non-zero return code 2 
> [ERROR][Fri May 04 18:08:10.551] ImportFileNode- 313 Incompatible data 
> types 
> for intended relational operation. 
> [ERROR][Fri May 04 18:08:10.551] ImportFileNode- 312 Incompatible data 
> types 
> for intended arithmetic operation. " 
>
> The installation finish successly but logging into the BMC Remedy User the 
> incident Management don't work probably cause form HPD:Help Desk nto 
> imported. 
>
> Anyone done the upgrade to ITSM 7.6 with no problem? What the correct 
> process? 
>
> Thank's a lot. 
>
> David 
>
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>
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Re: JOB - Remedy Developer needed in Washington DC

[Chuck]

This appears to be Senior level requirements, not mid-level.

On Thursday, May 10, 2012 1:49:54 PM UTC-5, Brian Pancia wrote:

> ** 
>  
> We have an immediate need for a mid-level Remedy Developer (3-5 years’ 
> experience) with a Top Secret Clearance with one of our customers in the 
> Washington DC area.  Below is a list of requirements.
>   
>  
>
> · Custom development and support of the BMC Remedy Service Desk 
> 7.6.x and CMDB applications. Development and support of integrations 
> between BMC Remedy, Business Objects XI and MS SQL Server.
>
> · Operation and maintenance, and performance optimization of MS 
> SQL Server, Java components and infrastructure.
>
> · Perform daily systems administration for MS Windows operating 
> systems to include installation, tuning, troubleshooting, maintenance, 
> upgrading and back-up functions.
>
> · Aide with systems configuration management to include software 
> and hardware tracking, aiding with certification and accreditation package 
> updates, establishing system baselines, license management and revision 
> control.
>
> · Deploy, and integrate key technology components such as BMC 
> Remedy ITSM Suite, Business Objects XI, Microsoft IIS, Tomcat, MS SQL 
> Server.
>
>- Detailed knowledge of the deployment, configuration, and daily 
>operations / administration of BMC’s Remedy Service Desk 7.6 and the CMDB. 
>- Detailed knowledge of the deployment, configuration, and daily 
>operations / administration of SAP’s Business Objects XI for a large 
>organization. 
>- Detailed experience with the configuration, tuning, optimizing, and 
>maintenance of large MS SQL Server databases (2 TB+). 
>- Detailed knowledge of at least one scripting / programming language 
>for the purposes of enterprise level systems administration, such as Java, 
>MS .NET, PERL, PYTHON, C, or C++. 
>- Experience configuring large MS SQL Server environments. 
>- Detailed knowledge of SQL. 
>- Detailed knowledge of Java. 
>- Knowledge of IBM Tivoli End Point Manager a plus. 
>- Formal training / certification from Microsoft preferred. 
>- Formal training / certification from BMC / SAP preferred. 
>- Top Secret / SCI eligible Government Clearance.
>
> Please send a copy of your resume and contact information to 
> brian.pan...@finityit.com.
>
>  
>
> *Brian Pancia
> *President
>  
> Finity IT, LLC
> 44081 Pipeline Plaza, Suite 100-5
> Ashburn, VA 20147
> Tel:  (571) 252-5090 x301
> Fax: (571) 222-0043
>
> brian.pan...@finityit.com
>  
> *www.finityit.com* * 
> *
> *Finity IT, LLC is a  Service Disabled Veteran Owned Small Business 
> (SDVOSB).  Finity IT is a leading provider of IT Optimization services and 
> solutions.  Specializing in Service Management, Enterprise Architecture, 
> and Solutions Arcitecture services.
> * 
> *DISCLAIMER:*  *The information contained in this e-mail and its 
> attachments contain confidential information belonging to the sender, which 
> is legally privileged.  The information is intended only for the use of the 
> recipient(s) named above.  If  you are not the intended recipient, you are 
> notified that any disclosure, copying, distribution or action in reliance 
> upon the contents of the information transmitted is strictly prohibited.  
> If you have received this information in error, please delete it 
> immediately.*
>
>  
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Re: importing workflow from 7.5 to 7.6.04

[Goodall, Andrew C]

Thanks all – but now I can do it with a click of a button in Dev Studio with 
the hotfix BMC support provided. J

 

Regards,

 

Andrew C. Goodall

Software Engineer

Development Services

jcpenney

6501 Legacy Drive

Plano, TX 75024

jcp.com

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Chuck
Sent: Friday, May 11, 2012 9:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: importing workflow from 7.5 to 7.6.04

 

** 

Thats normal behavior, to bring them in as unmodified.

Here is what I did.

1) Imported the workflow from 7.5

2) Downloaded an unsupported utility from Dev Communities to change unmodified 
workflow to custom

https://communities.bmc.com/communities/docs/DOC-14382

3) Used dev studio to convert the workflow.

 

4) If you have too much workflow, use the BPCU utility that comes with 7604 AR 
System.

 


On Thursday, May 10, 2012 4:15:40 PM UTC-5, Goodall, Andrew C wrote:

** 

 

Hey all,

 

I’m having an issue importing Active Links from 7.5 – it is creating 
them as unmodified instead of as custom workflow.

Have any of you seen this and know how to resolve and make them import 
as custom?

 

 

Regards,

 

Andrew C. Goodall

Software Engineer

Development Services

jcpenney

6501 Legacy Drive

Plano, TX 75024

jcp.com

 


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

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Re: importing workflow from 7.5 to 7.6.04

[Chuck]

Thats normal behavior, to bring them in as unmodified.
Here is what I did.
1) Imported the workflow from 7.5
2) Downloaded an unsupported utility from Dev Communities to change 
unmodified workflow to custom
https://communities.bmc.com/communities/docs/DOC-14382
3) Used dev studio to convert the workflow.
 
4) If you have too much workflow, use the BPCU utility that comes with 7604 
AR System.
 

On Thursday, May 10, 2012 4:15:40 PM UTC-5, Goodall, Andrew C wrote:

> ** 
>  
>  
>
> Hey all,
>
>  
>
> I’m having an issue importing Active Links from 7.5 – it is creating them 
> as unmodified instead of as custom workflow.
>
> Have any of you seen this and know how to resolve and make them import as 
> custom?
>
>  
>
>  
>
> Regards,
>
>  
>
> *Andrew C. Goodall*
>
> Software Engineer
>
> Development Services
>
> *jcpenney*
>
> 6501 Legacy Drive
>
> Plano, TX 75024
>
> jcp.com
>
>  
>
> The information transmitted is intended only for the person or entity to 
> which it is addressed and 
> may contain confidential and/or privileged material. If the reader of this 
> message is not the intended
> recipient, you are hereby notified that your access is unauthorized, and 
> any review, dissemination,
> distribution or copying of this message including any attachments is 
> strictly prohibited. If you are not
> the intended recipient, please contact the sender and delete the material 
> from any computer.
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Re: Direct SQL in Active Link problems

[Joe Martin D'Souza]

There should be a help subdirectory on the Windows server as well and you 
could use those.. you will find one def file in that directory and one arx. 
These are what you need to use.


Joe

-Original Message- 
From: Nancy Tietz
Sent: Friday, May 11, 2012 9:02 AM Newsgroups: 
public.remedy.arsystem.general

To: arslist@ARSLIST.ORG
Subject: Re: Direct SQL in Active Link problems

No I don't have this form.  We are not on Unix, we are on Windows - and I 
don't even know which one.
I come from an Oracle / Unix background, and here I'm now in MS SQL Server 
and Windows.  Go figure!


I think I'm getting somewhere with the separate Integer field though.
It appears that it works EVERY OTHER TIME...  Isn't that interesting?
So I'm still working on it.
Thanks for everyones help!!!
:)
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Thursday, May 10, 2012 6:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Direct SQL in Active Link problems

Nancy,

I do not have the error message form installed on my server. Do you have
the luxury of installing it on your server? This form when installed and
populated with the data by importing the related arx file that comes with
its def file, should have more information about what that error is all
about.

Assuming that you might possibly not know where to find the def and arx
file for that form if its not already installed and populated, these files
will be available in the help sub folder of the AR System Server
installation directory. If the server is a UNIX server, ftp those files
(binary ftp) to your local client, and import the form (def file) followed
by the import of the data (arx file)..

The form is called AR System Error Message Form..

Cheers

Joe

-Original Message-
From: Nancy Tietz
Sent: Thursday, May 10, 2012 1:46 PM Newsgroups:
public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: Direct SQL in Active Link problems

The error message was:Error in parsing the Run Process or Direct SQL
command (ARERR 9102)
thanks

-Original Message-
From: Nancy Tietz [mailto:nti...@umich.edu]
Sent: Thursday, May 10, 2012 1:45 PM
To: arslist@arslist.org
Subject: RE: Direct SQL in Active Link problems

Okay - I'll try that.  Thanks!

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Thursday, May 10, 2012 1:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: Direct SQL in Active Link problems

Mid-Tier may have a different format of date string and that would cause
an error since you are relying on a string being in a specific format.  It
is best to do a set fields of $SERVERTIMESTAMP$ to an integer display only
field and use that integer field in the SQL.

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Thursday, May 10, 2012 12:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Direct SQL in Active Link problems

**
Yes $SERVERTIMESTAMP$ is a better candidate when you need to qualify the
time on the server.. Local Time Stamp is useful only when you specifically
need local information..

Going back to your problem, that however may not be the reasons you are
experiencing problems with the query itself. You mentioned getting an
error.
What is that error?

Joe

-Original Message-
From: Nancy Tietz
Sent: Thursday, May 10, 2012 12:00 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: Direct SQL in Active Link problems

**
Hi Axton -
Oh that's right - somebody said to use '$SERVERTIMESTAMP$'.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: Thursday, May 10, 2012 11:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: Direct SQL in Active Link problems

** I would not use TIMESTAMP in direct sql in active links.  You will get
different times from different users, depending on what timezone the
client machine is configured for.

Axton Grams

-Original Message-
On Thu, May 10, 2012 at 10:37 AM, smiley wrote:
Hi all -

This Direct SQL seems like it should work, but I am getting an error
message (in Mid-Tier, 7.6.03).

UPDATE HPD_Help_Desk  SET UM_Opened_By = '$USER$', UM_Opened_Date =
DATEDIFF(second,'01/01/1970 00:00:00','$TIMESTAMP$') +14400   WHERE
Incident_Number  = '$Incident Number$' ;

The above Direct SQL should translate to this: (which actually works as is
in ARUtilities' SQL);

UPDATE HPD_Help_Desk  SET UM_Opened_By = 'myuserid', UM_Opened_Date =
DATEDIFF(second,'01/01/1970 00:00:00','05/09/2012 03:00:00 PM') +14400
WHERE Incident_Number  = 'INC00031826' ;

So what is Direct SQL doing to this sQL???   Is it the $Incident Number$
or
$USER$ or $TIMESTAMP$ ???

I actually tried it withOUT the $TIMESTAMP$... and I had some NULL / IS
NULL etc i

Re: importing workflow from 7.5 to 7.6.04

[Goodall, Andrew C]

FYI - BMC Support has a hotfix for this issue. They have a new jar file
which will add functionality to Dev Studio to allow you to convert base
objects to custom.

 

com.bmc.arsys.studio.unsupported.overlayutils_7.6.4.201104161200.jar

 

Regards,

 

Andrew C. Goodall

Software Engineer

Development Services

jcpenney

6501 Legacy Drive

Plano, TX 75024

jcp.com

 

From: Goodall, Andrew C 
Sent: Thursday, May 10, 2012 4:16 PM
To: arslist@ARSLIST.ORG
Subject: importing workflow from 7.5 to 7.6.04

 

 

Hey all,

 

I'm having an issue importing Active Links from 7.5 - it is creating
them as unmodified instead of as custom workflow.

Have any of you seen this and know how to resolve and make them import
as custom?

 

 

Regards,

 

Andrew C. Goodall

Software Engineer

Development Services

jcpenney

6501 Legacy Drive

Plano, TX 75024

jcp.com

 

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Re: Direct SQL in Active Link problems

[Nancy Tietz]

No I don't have this form.  We are not on Unix, we are on Windows - and I
don't even know which one.
I come from an Oracle / Unix background, and here I'm now in MS SQL Server
and Windows.  Go figure!

I think I'm getting somewhere with the separate Integer field though.
It appears that it works EVERY OTHER TIME...  Isn't that interesting?
So I'm still working on it.
Thanks for everyones help!!!
:)
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Thursday, May 10, 2012 6:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Direct SQL in Active Link problems

Nancy,

I do not have the error message form installed on my server. Do you have
the luxury of installing it on your server? This form when installed and
populated with the data by importing the related arx file that comes with
its def file, should have more information about what that error is all
about.

Assuming that you might possibly not know where to find the def and arx
file for that form if its not already installed and populated, these files
will be available in the help sub folder of the AR System Server
installation directory. If the server is a UNIX server, ftp those files
(binary ftp) to your local client, and import the form (def file) followed
by the import of the data (arx file)..

The form is called AR System Error Message Form..

Cheers

Joe

-Original Message-
From: Nancy Tietz
Sent: Thursday, May 10, 2012 1:46 PM Newsgroups:
public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: Direct SQL in Active Link problems

The error message was:Error in parsing the Run Process or Direct SQL
command (ARERR 9102)
thanks

-Original Message-
From: Nancy Tietz [mailto:nti...@umich.edu]
Sent: Thursday, May 10, 2012 1:45 PM
To: arslist@arslist.org
Subject: RE: Direct SQL in Active Link problems

Okay - I'll try that.  Thanks!

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Thursday, May 10, 2012 1:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: Direct SQL in Active Link problems

Mid-Tier may have a different format of date string and that would cause
an error since you are relying on a string being in a specific format.  It
is best to do a set fields of $SERVERTIMESTAMP$ to an integer display only
field and use that integer field in the SQL.

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Thursday, May 10, 2012 12:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Direct SQL in Active Link problems

**
Yes $SERVERTIMESTAMP$ is a better candidate when you need to qualify the
time on the server.. Local Time Stamp is useful only when you specifically
need local information..

Going back to your problem, that however may not be the reasons you are
experiencing problems with the query itself. You mentioned getting an
error.
What is that error?

Joe

-Original Message-
From: Nancy Tietz
Sent: Thursday, May 10, 2012 12:00 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: Direct SQL in Active Link problems

**
Hi Axton -
Oh that's right - somebody said to use '$SERVERTIMESTAMP$'.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: Thursday, May 10, 2012 11:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: Direct SQL in Active Link problems

** I would not use TIMESTAMP in direct sql in active links.  You will get
different times from different users, depending on what timezone the
client machine is configured for.

Axton Grams

-Original Message-
On Thu, May 10, 2012 at 10:37 AM, smiley wrote:
Hi all -

This Direct SQL seems like it should work, but I am getting an error
message (in Mid-Tier, 7.6.03).

UPDATE HPD_Help_Desk  SET UM_Opened_By = '$USER$', UM_Opened_Date =
DATEDIFF(second,'01/01/1970 00:00:00','$TIMESTAMP$') +14400   WHERE
Incident_Number  = '$Incident Number$' ;

The above Direct SQL should translate to this: (which actually works as is
in ARUtilities' SQL);

UPDATE HPD_Help_Desk  SET UM_Opened_By = 'myuserid', UM_Opened_Date =
DATEDIFF(second,'01/01/1970 00:00:00','05/09/2012 03:00:00 PM') +14400
WHERE Incident_Number  = 'INC00031826' ;

So what is Direct SQL doing to this sQL???   Is it the $Incident Number$
or
$USER$ or $TIMESTAMP$ ???

I actually tried it withOUT the $TIMESTAMP$... and I had some NULL / IS
NULL etc in there and had to take that out as I couldn't get the nulls to
work in the WHERE statement.
I thought it was working --- although that was in the BMC Remedy Client,
not Mid-Tier.
It is easier for me to test in the Client because I don't have to Flush
Cached every time I tinker with the AL's.

So close
On the Client I was testing and found that the fields were being updated
every Other