Re: OT: Using ITSM Workflow to Manage Custom Apps (was Using ITSM Support Groups with AR System Roles)
Hi, I just added a Role to the People-permission-interface, and that was no problem. To add a Role to the People-permission-interface under an existing Product Name, you just submit a ticket into LIC:SYS-License Permission Map: Permission Group = Name of my Group Permission Group ID = 10123 License Required = None Product Name = Incident Mgmt/Service Desk Permission Tag Name = $NULL$ System Lock = Yes View Access = Public Navigation Tier 1 = Incident Status = Enabled Best Regards - Misi, RRR AB, http://rrr.se Mark mentions adding existing custom applications to new ITSM environment. We will be in the same situation as we continue to replace our older system in phases. Some of our apps do not have an ITSM equivalent and will still be needed. There was some discussion earlier in May around People Permission Group records and syncing to the Group List on User records. I am thinking I would like to tap into this for our custom apps. We have always had a bit of challenge managing our custom app/form's specific permissions. Part of it is maintenance because we can't give it to other teams to manage because some groups are a bit cryptic and also our Service Desk has no visibility into the permissions a user has. I think it would be great to use the People record as a central place to update Permission Groups as well as Support Group memberships for our custom applications. Has anybody added their custom/3rd part apps to the ITSM permission/group management model? Jason On Wed, May 23, 2012 at 9:45 AM, Mark Lyndle Johnson johnso...@missouri.edu wrote: My organization has been running Remedy AR Server for a very long time solely using custom in-house built forms and applications. We're transitioning to ITSM for our main ticketing forms and keeping some of our self-built custom forms. I set up a 7.6.04 SP 2 ITSM server and have migrated our custom applications over (these were mostly built in a AR System 7.1 environment), and I'm having trouble using the ITSM Support Groups to grant rights to our custom apps. In the ITSM People form, if I make a user a member of a Support Group, then if I open that same user's entry in the AR System User form, I see that they have a number listed in their Group List field. If I then go to the AR System Group form and search for a group with a Group Name matching that number, I come across an entry where the Long Group Name field states that it is for the Support Group I just made the user a member of. Then I go to the AR System Roles form, and I see that the Test and Production drop down menus that list AR System groups also contain all of these Group form group name numbers that related to all of our ITSM Support Groups. The problem is that if I select one of these number groups, none of the users in the corresponding ITSM Support Groups are picking up the rights that that role is supposed to grant to them. I double checked that the AR System Application that the role pertains to is in either a Testing or Production state. I dont' understand how to use these numbered groups to allow us to grant Role permissions to ITSM Support Group members. Does anybody have any thoughts on this? Thanks, Mark ___ 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
Requester Console in Home Page.
Hi All, i would like to display directly the 'Requester Console' for my user requesters ! is it possible ? How do ? thx Peter ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Requester Console in Home Page.
If it is for all, then you can set the page as default in the Server Information, But it is for specific user then you can do it via work flows. On Thu, May 24, 2012 at 2:43 PM, team.rem...@libero.it team.rem...@libero.it wrote: Hi All, i would like to display directly the 'Requester Console' for my user requesters ! is it possible ? How do ? thx Peter ___ 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: Requester Console in Home Page.
Hi, I guess you can put it in as system default home-page. Or you can update the users AR System User Preference record to point to that home-page. Or you can have the enter the system via an URL that points to the Requester Console instead of going to http://midtierserver/arsys/. If they already have http://midtierserver/ as entry page, you very likely have a redirect in there already that switches the users to http://midtierserver/arsys/. Change this to redirect them to the Requester Console instead. 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 All, i would like to display directly the 'Requester Console' for my user requesters ! is it possible ? How do ? thx Peter ___ 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: Requester Console in Home Page.
Hi Rajesh, I need to set Home page, Requester Console, for all users with Read license ! This User must connect directly on Requester console page, without pass by IT Home... Can U help Me ? Thank's in advance Peter. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Requester Console in Home Page.
I forgot to inform you that i use: Ar Server 7.1 BMC Remedy Incident Management 7.0 SO Windows Server 2003 Bye P ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Product Catalog
Dave got it right. Only 2 Product Catalog Updates are available till now (Jan-12 and Apr-12). In future release of July-12 update, it will contain everything in January and April plus new entries. - Rahul From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Wednesday, May 23, 2012 5:56 PM To: arslist@ARSLIST.ORG Subject: Re: Product Catalog ** I think the statement is saying the July patch, which is not available yet, will be cumulative. Dave From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of richard@bwc.state.oh.us Sent: Wednesday, May 23, 2012 7:54 AM To: arslist@ARSLIST.ORG Subject: Re: Product Catalog ** o Next, apply Product catalog update 2012-Apr-1 You don't need to install 2012-Jan-1 update now since content updates are cumulative i.e. July release will contain everything in January and April plus new entries Huh? I'm confused. Why apply the April patch if there's a July patch available? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Vedak, Rahul Sent: Wednesday, May 23, 2012 7:45 AM To: arslist@ARSLIST.ORG Subject: Re: Product Catalog ** Hi Kathy, The new PC content is compatible with following CMDB versions - 7.6.03 P1, 7.6.04, 7.6.04 SP1 and 7.6.04 SP2. For each version there is a 'pre-requisite' patch that must be applied before installing PC content update. I'll try to simplify the process below, * Scenario 1 - Customers consuming new PC data for the first time, o Based on current CMDB version, apply patch that is available on EPD directly under 'BMC Atrium Product Catalog Data 7.6.xx' sub-tree * Just to be clear, only one patch is applicable for your environment based on CMDB version (whether 7.6.03 P1 or 7.6.04 or 7.6.04 SP1 or 7.6.04 SP2) * E.g. if you are on 7.6.04 SP2, you need only 'BMC Atrium Core 7.6.04 SP2 - Product Catalog Data Prerequisite Patch 1' o Next, apply Product catalog update 2012-Apr-1 * You don't need to install 2012-Jan-1 update now since content updates are cumulative i.e. July release will contain everything in January and April plus new entries * Scenario 2 - Customers who have already consumed 2012-Jan-1 PC Update o Simply apply Product catalog update 2012-April-1 * In future - 7.6.04 SP3 or 8.0 versions, no patch will be necessary since all the code changes will be included in the respective version. User need to simply install the latest PC content update. Detailed instructions on applying the pre-requisite patch are available in the Technical Bulletin from the EPD area. Instructions related to Atrium Product Catalog Data Updates are available online here: https://docs.bmc.com/docs/display/pcdata/Home Thanks, Rahul Vedak, Product Manager, Atrium CMDB, 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 KathyMorris Sent: Monday, May 21, 2012 10:02 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Product Catalog ** Oh no how my mind is organized? I'm in trouble then. There must be some order to this product catalog install. I searched the knowledge base and I did not find the steps. Do I install the Jan update first, or is the April install cumulative of the Jan update? I believe Sp1 and Sp2 should those be installed first. This is my thoughts in terms of the steps to take: 1. Prerequisite Patch 1 Window product catalog data 2. Prerequisite Patch 2 Window product catalog data 3. Prerequisite patch 1, product catalog data 4. Product catalog update Jan 1 5. Product catalog update April 1 Please let me know your thoughts. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Huerta Sent: Monday, May 21, 2012 2:19 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Product Catalog ** It depends on how your mind is organized. Some species organize concepts in a different way, so what is simpler to you can be more complex to them. Who knows how is organized a BMC's engineer's mind? Jose M. Huerta Project Manager Movil: 661 665 088 Telf.: 971 75 03 24 Fax: 971 75 07 94 [cid:image001.jpg@01CD39CC.CBC1A6B0]http://www.sm2baleares.es/ SM2 Baleares S.A. C/Rita Levi Edificio SM2 Parc Bit 07121 Palma de Mallorca [cid:image002.jpg@01CD39CC.CBC1A6B0] http://es-es.facebook.com/pages/SM2-Baleares/158608627954 [cid:image003.jpg@01CD39CC.CBC1A6B0] http://twitter.com/#!/SM2Baleares [cid:image004.jpg@01CD39CC.CBC1A6B0]
Re: Requester Console in Home Page.
As misi said you can set the home page you need in the User preference form, but its one time activity where you need to set this parameter for all the user's with read permission Setting the defualt page as requestor console will make the page as default for all. before checking for another solution how is the user authenticated is via LDAP or by PIN autentication On Thu, May 24, 2012 at 3:07 PM, Team Remedy team.rem...@libero.it wrote: Hi Rajesh, I need to set Home page, Requester Console, for all users with Read license ! This User must connect directly on Requester console page, without pass by IT Home... Can U help Me ? Thank's in advance Peter. ___ 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: Requester Console in Home Page.
Something that I have is a custom webpage on my MidTier that redirects based on
which incoming DNS host name the user is coming from (options are remedy or
the physical server hostname for I.T. staff or help for end users. I think I
got this from someone on the ARSList but I forgot who so I can't give proper
credit.
Basically, set the index.html or whatever file is first loaded when someone
goes to your server with something like this:
?xml version=1.0 encoding=ISO-8859-1?
!DOCTYPE html PUBLIC -//W3C//DTD XHTML 1.0 Strict//EN
http://www.w3.org/TR/xhtml1/DTD/xhtml1-strict.dtd;
html xmlns=http://www.w3.org/1999/xhtml; xml:lang=en lang=en
%@ page session=false %
%
String redirectURL = http://+request.getHeader(host)+/arsys/home;
//default redirect to default Mid Tier server
if (request.getHeader(host).equals(help)) {//redirect to SRM
redirectURL =
http://+request.getHeader(host)+/arsys/forms/remedyappservernamegoeshere/SRS%3AServiceRequestConsole/enduser;
} else if (request.getHeader(host).equals(remedy)) {
redirectURL = http://+request.getHeader(host)+/arsys/home;
}
response.sendRedirect(redirectURL);
%
/html
Thanks,
Shawn Pierson
Remedy Developer | Energy Transfer
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of team.rem...@libero.it
Sent: Thursday, May 24, 2012 4:13 AM
To: arslist@ARSLIST.ORG
Subject: Requester Console in Home Page.
Hi All,
i would like to display directly the 'Requester Console' for my user
requesters !
is it possible ? How do ?
thx
Peter
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Private and confidential as detailed here:
http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the
link, please e-mail sender.
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Re: Requester Console in Home Page.
Another approach may be to create a filter running against the People form that
fires on Create and Modify. The filter should PUSH 'License Type'(not sure
what the actual or DB name is) to similar newly created custom fields on the
User Preference form. Create an additional filter to run against the User
Preference to fire on Create and Modify to do a SET fields action on the Home
Page field. IF the license is Read, the value set would be Requestor
Consoleand ELSE, it would be set to Home Page.
This would make the Home Page setting dynamic in the event that the license
type changes in the future.
You would also have to do a Modify All action on the People form to set the
Home Page the first time. You can trigger the change flag on the people form
by selecting all and making a redundant change to an unused field and undoing
the change and saving. That should trigger the workflow.
Tread Carefully seeing as these are core forms. Hope this helps.
From: Pierson, Shawn shawn.pier...@sug.com
To: arslist@ARSLIST.ORG
Sent: Thursday, May 24, 2012 9:10:07 AM
Subject: Re: Requester Console in Home Page.
Something that I have is a custom webpage on my MidTier that redirects based on
which incoming DNS host name the user is coming from (options are remedy or
the physical server hostname for I.T. staff or help for end users. I think I
got this from someone on the ARSList but I forgot who so I can't give proper
credit.
Basically, set the index.html or whatever file is first loaded when someone
goes to your server with something like this:
?xml version=1.0 encoding=ISO-8859-1?
!DOCTYPE html PUBLIC -//W3C//DTD XHTML 1.0 Strict//EN
http://www.w3.org/TR/xhtml1/DTD/xhtml1-strict.dtd;
html xmlns=http://www.w3.org/1999/xhtml; xml:lang=en lang=en
%@ page session=false %
%
String redirectURL = http://+request.getHeader(host)+/arsys/home;
//default redirect to default Mid Tier server
if (request.getHeader(host).equals(help)) {//redirect to SRM
redirectURL =
http://+request.getHeader(host)+/arsys/forms/remedyappservernamegoeshere/SRS%3AServiceRequestConsole/enduser;
} else if (request.getHeader(host).equals(remedy)) {
redirectURL = http://+request.getHeader(host)+/arsys/home;
}
response.sendRedirect(redirectURL);
%
/html
Thanks,
Shawn Pierson
Remedy Developer | Energy Transfer
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of team.rem...@libero.it
Sent: Thursday, May 24, 2012 4:13 AM
To: arslist@ARSLIST.ORG
Subject: Requester Console in Home Page.
Hi All,
i would like to display directly the 'Requester Console' for my user
requesters !
is it possible ? How do ?
thx
Peter
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Private and confidential as detailed here:
http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the
link, please e-mail sender.
___
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: Differences of configuration between development and production servers
Jose, Maybe this is included in your statement about making all admin passwords the same: I'd suggest that any people that use both systems (admins, developers) have different passwords on each system. I even made my login name different on the two. The purpose for me is to help avoid confusion as to which system I'm on - and possibly prevent logging into both at the same time (user tool). David From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Wednesday, May 23, 2012 5:58 PM To: arslist@ARSLIST.ORG Subject: Re: Differences of configuration between development and production servers ** I like to have Object Modification Log enabled on production as well. It helps to research unauthorized changes. I also keep the Save Definition Files turned on in production in case we need to backout that unauthorized changes. I usually create a group for client side logging for all environments. Then I just put people in that group as needed. Jason On Wed, May 23, 2012 at 3:48 AM, Jose Huerta jose.hue...@sm2baleares.esmailto:jose.hue...@sm2baleares.es wrote: ** Hi listers, I'm preparing a post for my blog (theremedyforit.comhttp://theremedyforit.com) about the differences between a development server and a production servers in terms of configuration. I'm talking about something like: On DEV: - Allow unqualified searches - Development Cache Mode - Record Object Relationships - Client-side logging group to a wide-spread group - Object Modification log enabled - Save definition files - Same password for all admin accounts (Demo, AppAdmin, Mid-tier password, etc.) On PROD: - Buffer logging lines Do you have any recommendation about it? Thanks! Jose M. Huerta Project Manager Movil: 661 665 088 Telf.: 971 75 03 24 Fax: 971 75 07 94 http://www.sm2baleares.es/ SM2 Baleares S.A. C/Rita Levi http://www.sm2baleares.es/ Edificio SM2 Parc Bithttp://www.sm2baleares.es/ 07121 Palma de Mallorcahttp://www.sm2baleares.es/ http://www.sm2baleares.es/ La información contenida en este mensaje de correo electrónico es confidencial. La misma, es enviada con la intención de que únicamente sea leída por la persona(s) a la(s) que va dirigida. El acceso a este mensaje por otras personas no está autorizado, por lo que en tal caso, le rogamos que nos lo comunique por la misma vía, se abstenga de realizar copias del mensaje o remitirlo o entregarlo a otra persona y proceda a borrarlo de inmediato.http://www.sm2baleares.es/ P Por favor, no imprima este mensaje ni sus documentos adjuntos si no es necesario.http://www.sm2baleares.es/ http://www.sm2baleares.es/ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ http://www.sm2baleares.es/ http://www.sm2baleares.es/ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ http://www.sm2baleares.es/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Right click results list to email broken in Windows7?
Works on our Windows 7 desktops (32 bit) Doug From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Steve McDonald Sent: Thursday, May 24, 2012 10:28 AM To: arslist@ARSLIST.ORG Subject: Right click results list to email broken in Windows7? ** Hello all, I'm getting reports of people having problems right-clicking on a results list entry and sending it via email after upgrading to windows 7. I'm still on XP and can't test directly beu will be looking for someone around here to test. Anybody else seeing this? Thanks in advance! Steve McDonald _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ This email is subject to certain disclaimers, which may be reviewed via the following link. http://compass-usa.com/Pages/Disclaimer.aspx ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Differences of configuration between development and production servers
You're right. I wrote a draft of the post yesterday and recommended to have weak passwords on DEV and strong passwords on PRO (and different passwords for each account). That includes your recommendation. But I will explicity include it and your rationale. Thanks! Jose M. Huerta Project Manager** Movil: 661 665 088 Telf.: 971 75 03 24 Fax: 971 75 07 94 http://www.sm2baleares.es/ SM2 Baleares S.A. C/Rita Levi Edificio SM2 Parc Bit 07121 Palma de Mallorca http://es-es.facebook.com/pages/SM2-Baleares/158608627954 http://twitter.com/#!/SM2Baleares http://www.linkedin.com/company/sm2-baleares La información contenida en este mensaje de correo electrónico es confidencial. La misma, es enviada con la intención de que únicamente sea leída por la persona(s) a la(s) que va dirigida. El acceso a este mensaje por otras personas no está autorizado, por lo que en tal caso, le rogamos que nos lo comunique por la misma vía, se abstenga de realizar copias del mensaje o remitirlo o entregarlo a otra persona y proceda a borrarlo de inmediato. P Por favor, no imprima este mensaje ni sus documentos adjuntos si no es necesario. On Thu, May 24, 2012 at 4:33 PM, David Durling durl...@uga.edu wrote: ** Jose, ** ** Maybe this is included in your statement about making all admin passwords the same: I’d suggest that any people that use both systems (admins, developers) have different passwords on each system. I even made my login name different on the two. The purpose for me is to help avoid confusion as to which system I’m on – and possibly prevent logging into both at the same time (user tool). ** ** David ** ** ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Jason Miller *Sent:* Wednesday, May 23, 2012 5:58 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Differences of configuration between development and production servers ** ** ** I like to have Object Modification Log enabled on production as well. It helps to research unauthorized changes. I also keep the Save Definition Files turned on in production in case we need to backout that unauthorized changes. ** ** I usually create a group for client side logging for all environments. Then I just put people in that group as needed. ** ** Jason On Wed, May 23, 2012 at 3:48 AM, Jose Huerta jose.hue...@sm2baleares.es wrote: ** Hi listers, ** ** I'm preparing a post for my blog (theremedyforit.com) about the differences between a development server and a production servers in terms of configuration. ** ** I'm talking about something like: ** ** On DEV: - Allow unqualified searches - Development Cache Mode - Record Object Relationships - Client-side logging group to a wide-spread group - Object Modification log enabled - Save definition files - Same password for all admin accounts (Demo, AppAdmin, Mid-tier password, etc.) ** ** On PROD: - Buffer logging lines ** ** Do you have any recommendation about it? ** ** Thanks! Jose M. Huerta Project Manager Movil: 661 665 088 Telf.: 971 75 03 24 Fax: 971 75 07 94 http://www.sm2baleares.es/ SM2 Baleares S.A. C/Rita Levi http://www.sm2baleares.es/ Edificio SM2 Parc Bit http://www.sm2baleares.es/ 07121 Palma de Mallorca http://www.sm2baleares.es/ http://www.sm2baleares.es/ La información contenida en este mensaje de correo electrónico es confidencial. La misma, es enviada con la intención de que únicamente sea leída por la persona(s) a la(s) que va dirigida. El acceso a este mensaje por otras personas no está autorizado, por lo que en tal caso, le rogamos que nos lo comunique por la misma vía, se abstenga de realizar copias del mensaje o remitirlo o entregarlo a otra persona y proceda a borrarlo de inmediato. http://www.sm2baleares.es/ P Por favor, no imprima este mensaje ni sus documentos adjuntos si no es necesario. http://www.sm2baleares.es/ ** ** http://www.sm2baleares.es/ _attend WWRUG12 *www.wwrug.com* ARSlist: Where the Answers Are_ http://www.sm2baleares.es/ ** ** http://www.sm2baleares.es/ _attend WWRUG12 *www.wwrug.com* ARSlist: Where the Answers Are_ http://www.sm2baleares.es/ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are image003.jpgimage001.jpgimage004.jpgimage002.jpg
Re: Remedy to IBM Cast Iron (RESOLVED)
Andy, Thank you for you help. Bingo, the port was not open. What we did was to open all of the ports to Cast Iron. Do you know what port is used to send the web service call? Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C Sent: Wednesday, May 23, 2012 5:05 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy to IBM Cast Iron ** Mark, As it states the connection was refused, usually because the ARS Server cannot communicate with the specified WSDL. Which could be for many reasons: -server not up -target web service not up -target port not open -firewall block -incorrect authentication, if not anonymous Can you pull up the WSDL in a browser and display with no problem? Try using SoapUI to verify target web service is functioning as designed external to Remedy first. Regards, Andrew C. Goodall Software Engineer Development Services ago...@jcpenney.commailto: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 Brittain, Mark Sent: Wednesday, May 23, 2012 3:28 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Remedy to IBM Cast Iron ** Hi Andrew, I tried our suggestion and I am getting the following error. ARERR [9130] An exception occurred from the WebService class : ; nested exception is: java.net.ConnectException: Connection refused Any idea what this error is about? Thanks Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C Sent: Wednesday, May 23, 2012 3:05 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Remedy to IBM Cast Iron ** Can you make a web service call to Cast Iron? If so, just create a Filter with a SET Fields Action to a WebService. Regards, Andrew C. Goodall Software Engineer Development Services ago...@jcpenney.commailto: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 Brittain, Mark Sent: Wednesday, May 23, 2012 1:50 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Remedy to IBM Cast Iron ** Hi All, What I need to do: When a record in Remedy is updated I need to send the update to Cast Iron. Cast Iron then populates the information into an XML document and then sends it to a distant (non-Remedy_ server). One approach would be to use a Notify Filter to send an email to a mailbox, then have Cast Iron read the mail and do the rest. However that approach is not being accepted. Has anyone been in a similar situation and come up with a solution? ARS 6.3 patch 20 SunOS 5.9 Oracle 9.2 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Remedy to IBM Cast Iron (RESOLVED)
Web services (http traffic) usually on port 80 or 8080 depends on web server config. You can always test in browser by adding :80 or :8080 after servername. 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 Brittain, Mark Sent: Thursday, May 24, 2012 2:10 PM To: arslist@arslist.org Subject: Re: Remedy to IBM Cast Iron (RESOLVED) ** Andy, Thank you for you help. Bingo, the port was not open. What we did was to open all of the ports to Cast Iron. Do you know what port is used to send the web service call? Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C Sent: Wednesday, May 23, 2012 5:05 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy to IBM Cast Iron ** Mark, As it states the connection was refused, usually because the ARS Server cannot communicate with the specified WSDL. Which could be for many reasons: -server not up -target web service not up -target port not open -firewall block -incorrect authentication, if not anonymous Can you pull up the WSDL in a browser and display with no problem? Try using SoapUI to verify target web service is functioning as designed external to Remedy first. 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 Brittain, Mark Sent: Wednesday, May 23, 2012 3:28 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy to IBM Cast Iron ** Hi Andrew, I tried our suggestion and I am getting the following error. ARERR [9130] An exception occurred from the WebService class : ; nested exception is: java.net.ConnectException: Connection refused Any idea what this error is about? Thanks Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C Sent: Wednesday, May 23, 2012 3:05 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy to IBM Cast Iron ** Can you make a web service call to Cast Iron? If so, just create a Filter with a SET Fields Action to a WebService. 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 Brittain, Mark Sent: Wednesday, May 23, 2012 1:50 PM To: arslist@ARSLIST.ORG Subject: Remedy to IBM Cast Iron ** Hi All, What I need to do: When a record in Remedy is updated I need to send the update to Cast Iron. Cast Iron then populates the information into an XML document and then sends it to a distant (non-Remedy_ server). One approach would be to use a Notify Filter to send an email to a mailbox, then have Cast Iron read the mail and do the rest. However that approach is not being accepted. Has anyone been in a similar situation and come up with a solution? ARS 6.3 patch 20 SunOS 5.9 Oracle 9.2 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _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_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Requester Console in Home Page.
Or depending on what version you're on, you can go to the system default record
in the Application preferences form and set the Default Home Page to the
Requester Console.
- Original Message -
From: Shawn Pierson shawn.pier...@sug.com
To: arslist@ARSLIST.ORG
Sent: Thursday, May 24, 2012 9:10:07 AM
Subject: Re: Requester Console in Home Page.
Something that I have is a custom webpage on my MidTier that redirects based on
which incoming DNS host name the user is coming from (options are remedy or
the physical server hostname for I.T. staff or help for end users. I think I
got this from someone on the ARSList but I forgot who so I can't give proper
credit.
Basically, set the index.html or whatever file is first loaded when someone
goes to your server with something like this:
?xml version=1.0 encoding=ISO-8859-1?
!DOCTYPE html PUBLIC -//W3C//DTD XHTML 1.0 Strict//EN
http://www.w3.org/TR/xhtml1/DTD/xhtml1-strict.dtd;
html xmlns=http://www.w3.org/1999/xhtml; xml:lang=en lang=en
%@ page session=false %
%
String redirectURL = http://+request.getHeader(host)+/arsys/home;
//default redirect to default Mid Tier server
if (request.getHeader(host).equals(help)) {//redirect to SRM
redirectURL =
http://+request.getHeader(host)+/arsys/forms/remedyappservernamegoeshere/SRS%3AServiceRequestConsole/enduser;
} else if (request.getHeader(host).equals(remedy)) {
redirectURL = http://+request.getHeader(host)+/arsys/home;
}
response.sendRedirect(redirectURL);
%
/html
Thanks,
Shawn Pierson
Remedy Developer | Energy Transfer
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of team.rem...@libero.it
Sent: Thursday, May 24, 2012 4:13 AM
To: arslist@ARSLIST.ORG
Subject: Requester Console in Home Page.
Hi All,
i would like to display directly the 'Requester Console' for my user
requesters !
is it possible ? How do ?
thx
Peter
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Private and confidential as detailed here:
http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the
link, please e-mail sender.
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ITSM 7.6.04 SP2 - Work Order Printing
This should be classified as Friday Humor! BMC has pretty much said... We don't know how to do it, so we will take the functionality away... The very last line of the KB article makes my blood boil! Hence, from 7.6.04 SP2 onwards the print option is removed ~ Knowledge Article ID:KA366345 Version:2.0 Status:Published Published date:05/16/2012 Updated:05/16/2012 Problem ## Description:-- The Print Button is not available on Work Order. Need to know if its an error or a normal design of the application, that in the WOI:WorkOrder form there´s no Print Button available. The Print Button exists in Incidents and Change forms. -- SRM Version - 7.6.04 sp2 Solution ## Solution:-- -- Defect# SW00405269 was logged as there were issues with the print option of the Work Order in SRM 7.6.03. -- As a fix the have removed the print option from work order from SRM 7.6.04 SP2 onwards and below is the Work Around:-- === Modify the SHR:OVC:Print_105_SetReportInformationRelease active link to have the correct enum value, i.e. : Old Run-If : 'z2TF_TicketType' = Work Order New Run-If : 'z2TF_TicketType' = Release -Add a new active link (SHR:OVC:RowChoice_100_DisablePrintBtn) that will disable the print button when Work Order records are selected. Executes at Execution Order 100 on Row Choice of the z2TH_ConsolidateTable1 table. Run If: 'z2TF_TicketType' = Work Order If Action: Change Field z3Btn_PrintToScreen to Disabled Else Action: Change Field z3Btn_PrintToScreen to Enabled === Hence, from 7.6.04 SP2 onwards the print option is removed ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
ARERR [8966] Required XML element is missing from the XML mapping : encountered: element, expected: fieldMapping
Has anyone encountered an error similar to this when consuming a web service? When testing a filter that contains the web service, it does not even hit the java plugin as none of the arjava log get updated at the time of the error. I am on ARS 7.6.03 Joe ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: OT: Using ITSM Workflow to Manage Custom Apps (was Using ITSM Support Groups with AR System Roles)
Now the question is does BMC condone this type of behavior? Am I just asking for trouble by using BMC's workflow? There is an article that also describes the process in the BMC Communities that looks like it was created by a BMC employee (DOC-9466https://communities.bmc.com/communities/docs/DOC-9466 ). Jason ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ARERR [8966] Required XML element is missing from the XML mapping : encountered: element, expected: fieldMapping
Not exactly that error but similar. What do you have in the pluginsvr/log4j_pluginsvr.xml file for the level value? Set your level to debug and bounce the java pluginsvr. That will give you the most info. logger name=com.bmc.arsys.pluginsvr level value=debug / appender-ref ref=PluginLog / /logger logger name=com.bmc.arsys.api level value=debug / appender-ref ref=PluginLog / /logger logger name=com.bmc.arsys.utils level value=debug / appender-ref ref=PluginLog / /logger root priority value =debug / appender-ref ref=PluginLog / /root Also make sure your PluginLog File is a unique filename not used by any other log. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Thursday, May 24, 2012 5:08 PM To: arslist@ARSLIST.ORG Subject: ARERR [8966] Required XML element is missing from the XML mapping : encountered: element, expected: fieldMapping ** Has anyone encountered an error similar to this when consuming a web service? When testing a filter that contains the web service, it does not even hit the java plugin as none of the arjava log get updated at the time of the error. I am on ARS 7.6.03 Joe ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ARERR [8966] Required XML element is missing from the XML mapping : encountered: element, expected: fieldMapping
Fred, I got no remote access or I would have done it right now.. I think we are on debug level though.. I'll check tomorrow and let you know if we weren't on debug and if setting it to that does end up writing some content to it.. Thanks for the suggestion to up the log level to debug Joe -Original Message- From: Grooms, Frederick W Sent: Thursday, May 24, 2012 11:36 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: ARERR [8966] Required XML element is missing from the XML mapping : Not exactly that error but similar. What do you have in the pluginsvr/log4j_pluginsvr.xml file for the level value? Set your level to debug and bounce the java pluginsvr. That will give you the most info. logger name=com.bmc.arsys.pluginsvr level value=debug / appender-ref ref=PluginLog / /logger logger name=com.bmc.arsys.api level value=debug / appender-ref ref=PluginLog / /logger logger name=com.bmc.arsys.utils level value=debug / appender-ref ref=PluginLog / /logger root priority value =debug / appender-ref ref=PluginLog / /root Also make sure your PluginLog File is a unique filename not used by any other log. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Thursday, May 24, 2012 5:08 PM To: arslist@ARSLIST.ORG Subject: ARERR [8966] Required XML element is missing from the XML mapping : encountered: element, expected: fieldMapping ** Has anyone encountered an error similar to this when consuming a web service? When testing a filter that contains the web service, it does not even hit the java plugin as none of the arjava log get updated at the time of the error. I am on ARS 7.6.03 Joe ___ 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: ARERR [8966] Required XML element is missing from the XML mapping : encountered: element, expected: fieldMapping
Be glad ... I am connected remote waiting for another app (that we interface with) to do their maintenance before I can call it quit for the night. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Thursday, May 24, 2012 10:41 PM To: arslist@ARSLIST.ORG Subject: Re: ARERR [8966] Required XML element is missing from the XML mapping : encountered: element, expected: fieldMapping Fred, I got no remote access or I would have done it right now.. I think we are on debug level though.. I'll check tomorrow and let you know if we weren't on debug and if setting it to that does end up writing some content to it.. Thanks for the suggestion to up the log level to debug Joe -Original Message- From: Grooms, Frederick W Sent: Thursday, May 24, 2012 11:36 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: ARERR [8966] Required XML element is missing from the XML mapping : Not exactly that error but similar. What do you have in the pluginsvr/log4j_pluginsvr.xml file for the level value? Set your level to debug and bounce the java pluginsvr. That will give you the most info. logger name=com.bmc.arsys.pluginsvr level value=debug / appender-ref ref=PluginLog / /logger logger name=com.bmc.arsys.api level value=debug / appender-ref ref=PluginLog / /logger logger name=com.bmc.arsys.utils level value=debug / appender-ref ref=PluginLog / /logger root priority value =debug / appender-ref ref=PluginLog / /root Also make sure your PluginLog File is a unique filename not used by any other log. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Thursday, May 24, 2012 5:08 PM To: arslist@ARSLIST.ORG Subject: ARERR [8966] Required XML element is missing from the XML mapping : encountered: element, expected: fieldMapping ** Has anyone encountered an error similar to this when consuming a web service? When testing a filter that contains the web service, it does not even hit the java plugin as none of the arjava log get updated at the time of the error. I am on ARS 7.6.03 Joe ___ 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: OT: Using ITSM Workflow to Manage Custom Apps (was Using ITSM Support Groups with AR System Roles)
Hi, I do not see how this can be a problem. You are only leveraging the functionality built by BMC. You are not even changing any workflow. 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. Now the question is does BMC condone this type of behavior? Am I just asking for trouble by using BMC's workflow? There is an article that also describes the process in the BMC Communities that looks like it was created by a BMC employee (DOC-9466https://communities.bmc.com/communities/docs/DOC-9466 ). Jason ___ 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
