Re: ITSM 7.6.04 Custom User SQL Logging

[Gudat, Patrick]

Your best bet would be to just enable the sql log and then use a log
parsing tool to pull out the interesting bits.  No need to get fancy.  I
would think that tracking admin activities would be just as important as
non admin ones.

Patrick

On 5/15/12 9:33 AM, "Phil"  wrote:

>Hi,
>
>We have a requirement to track all user activity including all the
>searches a user performs.
>
>I could just enable the SQL log to write to a form but this will also
>include all the admin actions, AR Escalator etc.
>
>Has anyone created a custom SQL log which only includes the user
>details and writes it to a form?
>
>If so please can you share how you did this,
>
>Thanks
>
>Phil
>
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ARSmarts 2.8.0 now released

[Support]

Hello List,

We are happy to let you know that version 2.8.0 of ARSmarts in now 
released.  We would like to thank all the folks who participated to the 
beta program and provided very valuable feedback.  Thanks to their time, 
we were able to make ARSmarts even more useful.


ARSmarts 2.8.0 takes full advantage of the Overlay feature introduced in 
AR System 7.6.4.  You can now Browse, Search, ... through your Base 
objects, your Overlay objects or both, compare an Overlay object with 
its Overlaid, .  Just register on our website if you want to take a 
peek at the evaluation version.


Thanks again, and look out for ARSmarts 2.8.1 ;-) ;-) ;-) 

Kaïs
kais.albas...@arsmarts.com
www.arsmarts.com

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Re: how to get the values instead of ID's in the Database table

[ravi rai]

Sagar,
you can create SQL join and pull details from the menu defination if it is only 
for reporting needs 
You can also save the value in the DB what is shown to user insted of saving ID 
of the selected menu. 
check 'Value Field' and 'Label Field' in menu. you might have to chage data 
type of filed which is storing value from Int to Char (if it is not char)
 
regards
Ravi Rai 
 

> Date: Tue, 15 May 2012 09:12:42 -0400
> From: ago...@jcp.com
> Subject: Re: how to get the values instead of ID's in the Database table
> To: arslist@ARSLIST.ORG
> 
> -- here's something I use in an SSRS report to pull based on prompt for 
> schema keyword.
> 
> SELECT [name],[schemaid] from [dbo].arschema
> where [name] like '%' + @schemasearch + '%'
> order by [name];
> 
> SELECT [fieldname],[fieldid]
> FROM [dbo].[field]
> where [schemaId] = @schemaname and [dataType] = 6 and not fieldname like 
> 'z1%' and not fieldname like 'zD%'
> order by fieldname
> 
> Regards,
>  
> Andrew C. Goodall
> Software Engineer
> Development Services
> ago...@jcpenney.com
> jcpenney
> 6501 Legacy Drive
> Plano, TX 75024
> jcp.com
> 
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of vidyasagar kommu
> Sent: Tuesday, May 15, 2012 5:24 AM
> To: arslist@ARSLIST.ORG
> Subject: how to get the values instead of ID's in the Database table
> 
> Hi All,
> 
> I have 1 Mainform and 3 other regular forms mapped with the fields of
> Main form respectively on the basis request id of other regular form.
> The mapped fields have menus attached to it.
> I can see the values properly in the Main form.
> But in the Database of Main form I am unable to see the values and I
> am getting the ID's on the fields related to Othere regular forms.
> Please let me know how to get the values instead of ID's in the
> Database table( Main Form)?
> 
> 
> Thanks
> Sagar
> 
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> 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 7.6.04 - ARS 7.6.04.03 - Reported Date vs Submitted Date

[patchsk]

In the new ITSM, Reported Date gets populated when the agent enters the 
customer information on the incident create screen.
So the difference between Reported Date and Submit Date is really the 
amount of time the agent took to log the ticket.
Other than that we did not see much difference or use between Reported Date 
and Submitted Date.
We have different ways to create tks  like emails creating tks, other app 
integrations creating tkts etc..
For those tkts the Reported Date is blank since customer information is not 
entered manully.
So we have some tkts with Reported Date populated and some tkts Reported 
Date is blank. So it is not very consistent.
At the end for all practical purposes in our organization people are more 
concerned with submitted date than reported date, so we wrote a custom 
filter to set the Reported Date to Submitted Date when ever it is blank.
The out of the box dashboards and analytics reports and some SLAs use 
Reported Date so we decided to use the above procedure.


On Tuesday, May 15, 2012 11:22:57 AM UTC-5, Sanford, Claire wrote:
>
> ** 
>  
> In the old (I miss it so very much) Help Desk 6.0 you could tell the 
> system to “start the clock” on Submit.  I can’t seem to find this setting 
> in the new ITSM.  I have looked in the Incident Rules section and there 
> is no choice there.
>
>  
>
> The problem we are running into is that sometimes a ticket sits open on 
> the submitters desk for 5 or 10 minutes.  If it is a high severity 
> ticket, that 5 or 10 minutes has ticket away on the clock and the assignee 
> may have much less time to respond before it starts down the slippery slope 
> of escalation.
>
>  
>
> Should I create a piece of workflow that sets the Reported Date to the 
> Submitted Date?  We lose something there by doing that.  
>
> * *
>
> ITSM 7.6.04.02
> ARS  7.6.04.03
>
> Mid-Tier 7.6.04.03
>
>  
>
> Claire
>
>
>
>   _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 


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Re: ITSM 7.6.04 - ARS 7.6.04.03 - Reported Date vs Submitted Date

[Sanford, Claire]

In the old (I miss it so very much) Help Desk 6.0 you could tell the system to 
"start the clock" on Submit.  I can't seem to find this setting in the new 
ITSM.  I have looked in the Incident Rules section and there is no choice there.

The problem we are running into is that sometimes a ticket sits open on the 
submitters desk for 5 or 10 minutes.  If it is a high severity ticket, that 5 
or 10 minutes has ticket away on the clock and the assignee may have much less 
time to respond before it starts down the slippery slope of escalation.

Should I create a piece of workflow that sets the Reported Date to the 
Submitted Date?  We lose something there by doing that.

ITSM 7.6.04.02
ARS  7.6.04.03
Mid-Tier 7.6.04.03

Claire



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JOB: Remedy Developer DC - Must have TS Clearance

[Brian Pancia]

We are still looking for a Remedy developer with a TS Clearance to join our
team.  We are looking for a developer with 3-5 years' experience that will
assist a Senior Developer in upgrading ITSM 7.6.03 to either 7.6.04 or 7.7
when it is released.  In addition, this is a great opportunity for a
mid-level developer to learn advance integrations, BMC Analytics, Filter
APIs, Java Programming, and data mining.  I have received a number of
resumes already, but unfortunately for this position you have to be a US
Citizen with a TS Clearance.  I may be able to work with someone who has a
Secret clearance.  All candidates must also be local to the DC Metro area.
Finity IT is a BMC Solutions partner and we do over competitive salaries and
a comprehensive benefits package.  Please send resume and contact
information to brian.pan...@finityit.com

 

Thanks,

 

Brian

 

 

 

 

 



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Re: ITSM 7.6.04 - ARS 7.6.04.03 $\TIME$

[Sanford, Claire]

I figured out the problem.  I needed to have this set in a character field, not 
a "Time" field.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Wirasat Siddiqi
Sent: Monday, May 14, 2012 3:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.04 - ARS 7.6.04.03 $\TIME$

** I have a time field with default value of $Time$ and on submit it enters the 
time correctly. We are using AR Server 7.6.04 SP1 with same version of ITSM.

Thanks,
Wirasat



From:"Sanford, Claire" 
mailto:claire.sanf...@memorialhermann.org>>
To:arslist@ARSLIST.ORG
Date:05/14/2012 03:45 PM
Subject:ITSM 7.6.04 - ARS 7.6.04.03  $\TIME$
Sent by:"Action Request System discussion list(ARSList)" 
mailto:arslist@ARSLIST.ORG>>




I have a Time field that I want set when a ticket is submitted.

I had $TIME$ in the field and when it was submitted it was supposed to put the 
time of day in that field.

Out of 20 tickets, only 1 will have the correct time in it.  All the rest will 
have 12:00:05 PM in them.

I created an AL that was supposed to set the filed on Submit (and tried After 
Submit) with the current $TIME$ value and it is doing the same thing.
I created a Filter that was supposed to set the filed on Submit with the 
current $TIME$ value and it is doing the same thing.

Any ideas?  It worked in my old 6.3 version.

ITSM 7.6.04.02
ARS  7.6.04.03

Claire

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Re: Adding HR Department to ITSM Application using Multi-tenancy

[Poston, Lynn]

Thanks for the input Brian.  I appreciate it.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Pancia
Sent: Tuesday, May 15, 2012 10:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Adding HR Department to ITSM Application using Multi-tenancy

**
You can setup:

Company 1 - Allpeople
Company 2 - IT Support
Company 3 - HR

Then setup company 2 & 3 to support company 1.  This will give company 2 & 3 
access to company 1.  The problem will come with the data segregation part.  On 
your Incident form field 6969 and 112 will setup your permissions for the 
record.  These fields are set by workflow for the customer company, support 
group, and vendor group.  Unrestricted Access is also added into there.  You 
also have assignee and submitter permissions.  If you have everyone under 
Company 1 then anyone that supports that company will see all the tickets, 
which is not your desired result.  You have a couple options.  You can 
replicate the people data across multiple companies, which is probably not 
ideal or you can setup a filter to lock down field 6969 and 112 on submit.  
Also you may have sensitive people data that HR needs to see but IT doesn't, so 
keep in mind that there are going to be additional lock downs on the people 
form.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Poston, Lynna
To: arslist@ARSLIST.ORG
Subject: Adding HR Department to ITSM Application using Multi-tenancy

**

ARS 7.6.04 SP3 & ITSM 7.6.04 SP2

We use ITSM for our IT support personnel and for our field users (SRM).  We 
also have a custom app that we created using remedy that our HR Department and 
employees use on another server.  What we are wanting to do is add the HR group 
to our ITSM app but keep their tickets separate due to sensitivity issues.  
I've been looking at setting up HR as their own company but then run into the 
issue of people records.  The people records are for all company employees and 
they would use, and be used by both IT and HR.  I'm not sure how to go about 
segregating the tickets between the two (IT & HR) so that IT personnel cannot 
see the HR tickets or how to handle the people records.  Do I need to create a 
separate company or separate business units?

Can anyone share his or her experience and advice on how to go about this?  Any 
advice is appreciated.

Thanks,

Lynn

 P.S.  I have the multi-tenancy document and have been through it but I'm still 
not sure which is the best route to go.

_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: Adding HR Department to ITSM Application using Multi-tenancy

[Brian Pancia]

You can setup:

 

Company 1 - Allpeople

Company 2 - IT Support

Company 3 - HR

 

Then setup company 2 & 3 to support company 1.  This will give company 2 & 3
access to company 1.  The problem will come with the data segregation part.
On your Incident form field 6969 and 112 will setup your permissions for the
record.  These fields are set by workflow for the customer company, support
group, and vendor group.  Unrestricted Access is also added into there.  You
also have assignee and submitter permissions.  If you have everyone under
Company 1 then anyone that supports that company will see all the tickets,
which is not your desired result.  You have a couple options.  You can
replicate the people data across multiple companies, which is probably not
ideal or you can setup a filter to lock down field 6969 and 112 on submit.
Also you may have sensitive people data that HR needs to see but IT doesn't,
so keep in mind that there are going to be additional lock downs on the
people form.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Poston, Lynna 
To: arslist@ARSLIST.ORG
Subject: Adding HR Department to ITSM Application using Multi-tenancy

 

** 

ARS 7.6.04 SP3 & ITSM 7.6.04 SP2

We use ITSM for our IT support personnel and for our field users (SRM).  We
also have a custom app that we created using remedy that our HR Department
and employees use on another server.  What we are wanting to do is add the
HR group to our ITSM app but keep their tickets separate due to sensitivity
issues.  I've been looking at setting up HR as their own company but then
run into the issue of people records.  The people records are for all
company employees and they would use, and be used by both IT and HR.  I'm
not sure how to go about segregating the tickets between the two (IT & HR)
so that IT personnel cannot see the HR tickets or how to handle the people
records.  Do I need to create a separate company or separate business units?


Can anyone share his or her experience and advice on how to go about this?
Any advice is appreciated.

Thanks,

Lynn


 P.S.  I have the multi-tenancy document and have been through it but I'm
still not sure which is the best route to go.

 

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


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ITSM 7.6.04 Custom User SQL Logging

[Phil]

Hi,

We have a requirement to track all user activity including all the
searches a user performs.

I could just enable the SQL log to write to a form but this will also
include all the admin actions, AR Escalator etc.

Has anyone created a custom SQL log which only includes the user
details and writes it to a form?

If so please can you share how you did this,

Thanks

Phil

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Re: Want to implement Single Sign-On(SSO)

[Brian Pancia]

John

Didn't state single user repository just authentication repository.  SSO
will allow you to setup multiple repositories (LDAP, RSA, CAC, Local, etc.).
That's why my original question was what exactly is SSO going to be used
for.  If it is to provide LDAP capabilities for Mid-tier then there are
better ways to handle this.  If you are looking at implementing both
Analytics and ITSM then SSO could work, but it is not without a lot of work
to get it working right.  If you are looking at SSO to automagically
authenticate you to various apps based on your network login when you logged
into the box then BMC SSO will not work for that.  I have successfully setup
SSO in a dev environment against multiple repositories.  However, we pulled
the plug on production because at the time it was not compatible with
encryption and I didn't feel it was ready for prime time.  This was for a
7.6.04 environment.

Looking at Hari's original questions:

1.  Hard to answer without knowing exactly what you are trying to do.
2.  Java System Solutions is a third party that has designed a SSO plugin
for AR System
3.  Upgrading can be a good and bad thing for many reasons.  SSO probably
shouldn't be your driving force to upgrading to 7.6.04.

Other queries:

a.  License questions are probably best asked to your BMC Account Manager.
They know your account structure best.
b. validation parameter? Not sure what you're looking for here
c.  BMC SSO has its own access manager/administration tool and doesn't
require the use of Oracle Access Manager.  BMC SSO is loaded on a separate
web server from the mid-tier.  It uses 32 bit were as Mid-tier can use 64
bit.  No you can try to get these working on the same web server, but it is
not recommended.

I still would need a better understanding of the requirements to provide
decent answers.

Brian


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Baker
Sent: Tuesday, May 15, 2012 2:51 AM
To: arslist@ARSLIST.ORG
Subject: Want to implement Single Sign-On(SSO)

Brian

Ref: Single user repository

I think BMC believe OpenSSO gives them a single user repository but it
doesn't. Each product still requires user management, so a user that exists
in AR System must be manually managed in SAP BOXI (BMC Analytics). 

One of the many features in SSO Plugin is the ability to automatically
manage these third party repositories. 


John


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Adding HR Department to ITSM Application using Multi-tenancy

[Poston, Lynn]

ARS 7.6.04 SP3 & ITSM 7.6.04 SP2

We use ITSM for our IT support personnel and for our field users (SRM).  We 
also have a custom app that we created using remedy that our HR Department and 
employees use on another server.  What we are wanting to do is add the HR group 
to our ITSM app but keep their tickets separate due to sensitivity issues.  
I've been looking at setting up HR as their own company but then run into the 
issue of people records.  The people records are for all company employees and 
they would use, and be used by both IT and HR.  I'm not sure how to go about 
segregating the tickets between the two (IT & HR) so that IT personnel cannot 
see the HR tickets or how to handle the people records.  Do I need to create a 
separate company or separate business units?

Can anyone share his or her experience and advice on how to go about this?  Any 
advice is appreciated.

Thanks,

Lynn

 P.S.  I have the multi-tenancy document and have been through it but I'm still 
not sure which is the best route to go.


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Re: how to get the values instead of ID's in the Database table

[Goodall, Andrew C]

-- here's something I use in an SSRS report to pull based on prompt for schema 
keyword.

SELECT [name],[schemaid] from [dbo].arschema
where [name] like '%' + @schemasearch + '%'
order by [name];

SELECT [fieldname],[fieldid]
  FROM [dbo].[field]
where [schemaId] = @schemaname and [dataType] = 6 and not fieldname like 'z1%' 
and not fieldname like 'zD%'
order by fieldname

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


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of vidyasagar kommu
Sent: Tuesday, May 15, 2012 5:24 AM
To: arslist@ARSLIST.ORG
Subject: how to get the values instead of ID's in the Database table

Hi All,

I have 1 Mainform and 3 other regular forms mapped with the fields of
Main form respectively on the basis request id of other regular form.
The mapped fields have menus attached to it.
I can see the values properly in the Main form.
But in the Database of Main form  I am unable to see the values and I
am getting  the ID's on the fields related to Othere regular forms.
Please let me know how to get the values instead of ID's in the
Database table( Main Form)?


Thanks
Sagar

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Re: Want to implement Single Sign-On(SSO)

[Pat Zandi]

Can I ask what is your plan or method for doing it? Like do you need CAC? 
Certs, or just AD authentication?  Do you require secure methods? 686 vice 389 
(or what ever)? 

Just wondering  

Sent from my iPhone

On May 15, 2012, at 2:51, John Baker  wrote:

> Brian
> 
> Ref: Single user repository
> 
> I think BMC believe OpenSSO gives them a single user repository but it 
> doesn't. Each product still requires user management, so a user that exists 
> in AR System must be manually managed in SAP BOXI (BMC Analytics). 
> 
> One of the many features in SSO Plugin is the ability to automatically manage 
> these third party repositories. 
> 
> 
> John
> 
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Re: how to get the values instead of ID's in the Database table

[vidyasagar kommu]

Hi Ann,

In the main form i have filed "A"  this field A is dependent on
prooduct and producttype value when the user select product and
product type value so i need to pass the product and product type
dynamic values to another form i.e regular form for getting the Field
A value for this approach i used Search menu.

Another form filed B( B filed also dependent on product and product
Type) based on the user selection of A filed value  it should derived
B filed value.
In this form  i have CReated A filed and accordingly i have mapped
with B filed data In this approach getting the values  i am using
Serach menu.in the search menu qulication i have given Database ID of
the main form Filed A Id and product and product Type Id's.

Thanks
Sagar

On 5/15/12, Ann Ctl  wrote:
> Can you give an example of the field I. The main form, the field on the
> other form and what you are seeing.
>
> Also when you say mapped what do you mean?
>
> Thanks
>
> Ann
>
> Sent from my iPhone
>
> On 15 May 2012, at 11:24, vidyasagar kommu 
> wrote:
>
>> Hi All,
>>
>> I have 1 Mainform and 3 other regular forms mapped with the fields of
>> Main form respectively on the basis request id of other regular form.
>> The mapped fields have menus attached to it.
>> I can see the values properly in the Main form.
>> But in the Database of Main form  I am unable to see the values and I
>> am getting  the ID's on the fields related to Othere regular forms.
>> Please let me know how to get the values instead of ID's in the
>> Database table( Main Form)?
>>
>>
>> Thanks
>> Sagar
>>
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>
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>


-- 
Sagar

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Re: how to get the values instead of ID's in the Database table

[Ann Ctl]

Can you give an example of the field I. The main form, the field on the other 
form and what you are seeing. 

Also when you say mapped what do you mean? 

Thanks

Ann

Sent from my iPhone

On 15 May 2012, at 11:24, vidyasagar kommu  wrote:

> Hi All,
> 
> I have 1 Mainform and 3 other regular forms mapped with the fields of
> Main form respectively on the basis request id of other regular form.
> The mapped fields have menus attached to it.
> I can see the values properly in the Main form.
> But in the Database of Main form  I am unable to see the values and I
> am getting  the ID's on the fields related to Othere regular forms.
> Please let me know how to get the values instead of ID's in the
> Database table( Main Form)?
> 
> 
> Thanks
> Sagar
> 
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how to get the values instead of ID's in the Database table

[vidyasagar kommu]

Hi All,

I have 1 Mainform and 3 other regular forms mapped with the fields of
Main form respectively on the basis request id of other regular form.
The mapped fields have menus attached to it.
I can see the values properly in the Main form.
But in the Database of Main form  I am unable to see the values and I
am getting  the ID's on the fields related to Othere regular forms.
Please let me know how to get the values instead of ID's in the
Database table( Main Form)?


Thanks
Sagar

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