Re: Requester Console in Home Page.

[Mahesh]

You can direct the


   - Non-Support Staff to "Requester Console or SRM Request Entry
   Console" by changing the Home Page on "AR System Adminstration Console".
   - Support Staff to "Overview Console" by specifying the preference on
   "CFG:Application Preferences or AR System User Preference" form.


Thanks
Mahesh


On Thu, May 24, 2012 at 4:13 AM, 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
>
>
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Re: Challenges faced by Remedy Administrator during IT audits

[Dee]

NERC
SERC
FERC
FRC
SOX
NPI
and i'm sure i'm missing others .. 

- Our bigest challenge .. provide Change and Service requests with
attachments.

and pretty much what Nathan Aker said.. 

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Re: Using ITSM Support Groups with AR System Roles

[McClure, Don]

HI Mark.

I agree with Nancy, and can go a bit further:  significant workflow is involved 
keeping User, People Permission Groups, and other tables SYNCHRONIZED as an 
administrator configures via CTM:People and the People-View in Nancy's 
response. In fact, I do not recommend trying this by hand under any conditions. 
 We are on ITSM 7.6.04 sp3.

We actually found a situation in base-version ITSM 7.6.04 where Support-Staff 
records entered via the Application Administration Console and its popup would 
actually fail to update 'availability' and other facets of support-group 
records.  I have made it a practice in my portfolio to ALWAYS 
create/modify/de-commission support-staff records directly[EXCLUSIVELY!!] in 
CTM:People. Always!

I cannot help you concerning mixing these activities with your custom in-house 
items--especially if you are adding groups/roles other than in the manner 
specified in the configuration guide.  The number of 'touchpoints' is large, 
and diagnosis may require finding exactly which rights you expect to see and do 
not observe.  

We field a large multi-tenancy implementation, of which Dr Christopher Strauss 
has expounded regularly in this list.

Don W. McClure, P.E.
ITSS Call Tracking Administration
University of North Texas System
dwmac @ unt . edu


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nancy Tietz
Sent: Wednesday, May 23, 2012 12:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: Using ITSM Support Groups with AR System Roles

Hi -
This is my take on it.
With ITSM, the AR User form and AR Group form are not generally needed.
They don't have enough information.
The People form on ITSM (Administrator Console > Application Administration 
Console > People-View)  is the one that has people associated with the Support 
Group Names  and the Functional Roles which are based on the Support Group.
It isn't necessary very often to have to look at the actual number of the 
support group.  Just the name.

I also think it is confusing that you have to do 'Permissions' that say 
Knowledge Admin etc, and then do 'Support Groups' and also worry about the
'Functional support Groups.   It is a lot to grapple with all at once.

Best wishes!

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mark Lyndle Johnson
Sent: Wednesday, May 23, 2012 12:46 PM
To: arslist@ARSLIST.ORG
Subject: Using ITSM Support Groups with AR System Roles

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

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Re: Web Based Integration

[Jose Huerta]

I faced the same problem a year ago. My conclusion is that the price of SSO
plugin is less that the work effort.


 Jose M. Huerta
Project Manager**

Movil: 661 665 088

Telf.: 971 75 03 24

Fax: 971 75 07 94



SM2 Baleares S.A.
C/Rita Levi 

Edificio SM2 Parc Bit

07121 Palma de Mallorca

  
  
 

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 Fri, May 25, 2012 at 10:46 PM, Chuck  wrote:

> **
> Start here:
> http://spnego.sourceforge.net/
>
>
>
> **
> --Chuck--
>
>
> On Tuesday, May 22, 2012 11:37:41 AM UTC-5, Nall, Roger wrote:
>
>> **
>>
>> Hello All,
>>
>>
>>
>> ARS 7.1 p4
>>
>> SQL2k
>>
>> WIN2003
>>
>> Mid Tier 7.6.4 sp2
>>
>>
>>
>> We are tasked with developing integration with a system called Quick
>> View. The biggest challenge we have is to implement a solution so that
>> users do not need to log into Remedy when launching a URL.  We are assuming
>> some sort of SSO solution will need to be developed but we do not have any
>> experience with SSO solutions.
>>
>>
>>
>> I have looked into SSO Plugin product but there is a push to not spend
>> any money if possible. Our system is configured for LDAP and that has been
>> working well for 3+ years. We also hope to be completely upgraded to 7.6.4
>> but the end of June.
>>
>>
>>
>> So I am looking for any recommendations for ‘free’ SSO Solutions that
>> would allow users to launch a URL, passing parameters for the target form,
>> and automatically log the user into Remedy without any user interaction.
>> Additionally we would not be allowed to pass user credentials in the URL.
>>
>>
>>
>> Thanks in advance for any help.
>>
>>
>>
>> Regards,
>>
>>
>>
>> Roger Nall
>>
>> Manager, SA Business Objects/Remedy
>>
>> Desk: 972-464-3712
>>
>> PCS: 973-652-6723
>>
>> *SA_Intake *
>>
>> SA Portal 
>>
>>
>> _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: Web Based Integration

[Chuck]

Start here:
http://spnego.sourceforge.net/
 
 
**
--Chuck--
 

On Tuesday, May 22, 2012 11:37:41 AM UTC-5, Nall, Roger wrote:

> ** 
>  
> Hello All,
>
>  
>
> ARS 7.1 p4
>
> SQL2k
>
> WIN2003
>
> Mid Tier 7.6.4 sp2
>
>  
>
> We are tasked with developing integration with a system called Quick View. 
> The biggest challenge we have is to implement a solution so that users do 
> not need to log into Remedy when launching a URL.  We are assuming some 
> sort of SSO solution will need to be developed but we do not have any 
> experience with SSO solutions. 
>
>  
>
> I have looked into SSO Plugin product but there is a push to not spend any 
> money if possible. Our system is configured for LDAP and that has been 
> working well for 3+ years. We also hope to be completely upgraded to 7.6.4 
> but the end of June.
>
>  
>
> So I am looking for any recommendations for ‘free’ SSO Solutions that 
> would allow users to launch a URL, passing parameters for the target form, 
> and automatically log the user into Remedy without any user interaction. 
> Additionally we would not be allowed to pass user credentials in the URL.
>
>  
>
> Thanks in advance for any help.
>
>  
>
> Regards,
>
>  
>
> Roger Nall
>
> Manager, SA Business Objects/Remedy
>
> Desk: 972-464-3712
>
> PCS: 973-652-6723
>
> *SA_Intake *
>
> SA Portal 
>
>  
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 


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Re: Web Based Integration

[Chuck]

What you want to use is NTLM passthrough which passes the NT credentials 
through.
Look at BMC Communities site for NTLM authentication.
 

On Tuesday, May 22, 2012 11:37:41 AM UTC-5, Nall, Roger wrote:

> ** 
>  
> Hello All,
>
>  
>
> ARS 7.1 p4
>
> SQL2k
>
> WIN2003
>
> Mid Tier 7.6.4 sp2
>
>  
>
> We are tasked with developing integration with a system called Quick View. 
> The biggest challenge we have is to implement a solution so that users do 
> not need to log into Remedy when launching a URL.  We are assuming some 
> sort of SSO solution will need to be developed but we do not have any 
> experience with SSO solutions. 
>
>  
>
> I have looked into SSO Plugin product but there is a push to not spend any 
> money if possible. Our system is configured for LDAP and that has been 
> working well for 3+ years. We also hope to be completely upgraded to 7.6.4 
> but the end of June.
>
>  
>
> So I am looking for any recommendations for ‘free’ SSO Solutions that 
> would allow users to launch a URL, passing parameters for the target form, 
> and automatically log the user into Remedy without any user interaction. 
> Additionally we would not be allowed to pass user credentials in the URL.
>
>  
>
> Thanks in advance for any help.
>
>  
>
> Regards,
>
>  
>
> Roger Nall
>
> Manager, SA Business Objects/Remedy
>
> Desk: 972-464-3712
>
> PCS: 973-652-6723
>
> *SA_Intake *
>
> SA Portal 
>
>  
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 


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Re: Upgrade ARServer and ITSM to 7.6.04

[Chuck]

In looking at logs InstallRAF7604_error.log it appears that the system is 
trying to create a field that already exists
Corporate ID
If this is a custom field then rename field, also use archid to change 
field id to a custom field id range.
 
Didn't check other log.
 
 
 
 
 
 
field option of the field is not allowed z1D Person ID
 

On Friday, May 25, 2012 5:52:22 AM UTC-5, Team Remedy wrote:

> We are performing the upgrade to 7.6 of our BMC Remedy, in particular, our 
> environment in the point of start is: 
> AR Server 7.1.0 Patch 11 
> ITSM 7.0.03 Patch 7 with several customs 
> OS Windows Server 2003, RAM 8 Gb 
>
> We have used the installing package with Service Pack (7.6.04 SP3 for 
> ARServer, 7.6.04 SP2 for ITSM). 
>
> In particular, these steps are followed: 
>
> -  Upgrade ARServer Core 7.6.04 SP3 -> About 40 minutes OK 
> -  Upgrade ITSM to 7.0.03 Patch 9 -> About 20 minutes OK 
> -  Running the BPCU in ReportDiff to determine the modifications 
> -  Fix not permitted change 
> -  Running BPCU in Overlay mode to create the overlays 
> -  Upgrade AR System Suite 7.6.04 SP3 -> About 30 minutes OK 
> -  Upgrade Atrium Core 7.6.04 SP2 -> About 4 hours OK 
> -  Upgrade ITSM 7.6.04 SP2 -> About 2 hours Failed 
>
> The ITSM installation failed. We attach the install log RAF and RCF in 
> which there should be the cause of failure 
>
> Anyone has a KNOW-HOW on the argument? 
>
> Thank's in advanced. 
>
> David. 
>
> ___
>  
>
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" 
>

On Friday, May 25, 2012 5:52:22 AM UTC-5, Team Remedy wrote: 
>
> We are performing the upgrade to 7.6 of our BMC Remedy, in particular, our 
> environment in the point of start is: 
> AR Server 7.1.0 Patch 11 
> ITSM 7.0.03 Patch 7 with several customs 
> OS Windows Server 2003, RAM 8 Gb 
>
> We have used the installing package with Service Pack (7.6.04 SP3 for 
> ARServer, 7.6.04 SP2 for ITSM). 
>
> In particular, these steps are followed: 
>
> -  Upgrade ARServer Core 7.6.04 SP3 -> About 40 minutes OK 
> -  Upgrade ITSM to 7.0.03 Patch 9 -> About 20 minutes OK 
> -  Running the BPCU in ReportDiff to determine the modifications 
> -  Fix not permitted change 
> -  Running BPCU in Overlay mode to create the overlays 
> -  Upgrade AR System Suite 7.6.04 SP3 -> About 30 minutes OK 
> -  Upgrade Atrium Core 7.6.04 SP2 -> About 4 hours OK 
> -  Upgrade ITSM 7.6.04 SP2 -> About 2 hours Failed 
>
> The ITSM installation failed. We attach the install log RAF and RCF in 
> which there should be the cause of failure 
>
> Anyone has a KNOW-HOW on the argument? 
>
> Thank's in advanced. 
>
> David. 
>
> ___
>  
>
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
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>

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Re: Is there away to create a meeting invite in outlook 2010 calender from REmedy?

[patrick zandi]

http://support.microsoft.com/kb/287625

On Fri, May 25, 2012 at 4:17 PM, RemedyAdmin  wrote:

> Additional Info,
>
> ARS 7.5p4 and 10g on AIx 6.1
> MT 7.5p4 on WebSphere 6 on Aix 6.1
>
>
>
> RemedyAdmin wrote:
> >
> > Hello List,
> >
> > Senario, We have LRB's (Local Review Boards) for changes specific to
> > areas. Each of these LRBs have leads, whom send meeting invitation for
> > change owner to attend. I want to automate this. So,
> >
> > Question: Is there away to create a meeting invite in outlook 2010
> > calender from Remedy?
> >
> >
> >
> > Dee
> >
>
> --
> View this message in context:
> http://old.nabble.com/Is-there-away-to-create-a-meeting-invite-in-outlook-2010-calender-from-REmedy--tp33910117p33910176.html
> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
>
>
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>



-- 
Patrick Zandi

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Re: Is there away to create a meeting invite in outlook 2010 calender from REmedy?

[RemedyAdmin]

Additional Info,

ARS 7.5p4 and 10g on AIx 6.1
MT 7.5p4 on WebSphere 6 on Aix 6.1



RemedyAdmin wrote:
> 
> Hello List,
> 
> Senario, We have LRB's (Local Review Boards) for changes specific to
> areas. Each of these LRBs have leads, whom send meeting invitation for
> change owner to attend. I want to automate this. So, 
> 
> Question: Is there away to create a meeting invite in outlook 2010
> calender from Remedy?
> 
> 
> 
> Dee
> 

-- 
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Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Is there away to create a meeting invite in outlook 2010 calender from REmedy?

[RemedyAdmin]

Hello List,

Senario, We have LRB's (Local Review Boards) for changes specific to areas.
Each of these LRBs have leads, whom send meeting invitation for change owner
to attend. I want to automate this. So, 

Question: Is there away to create a meeting invite in outlook 2010 calender
from Remedy?



Dee
-- 
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Re: ARERR [8966] Required XML element is missing from the XML mapping :

[Joe Martin D'Souza]

Yea I know.. usually I do not like when I have to be onsite to have remote 
access for exactly those same reasons... but it does get a little convenient 
sometimes - especially on the East Coast during winters when you can call it 
a day from home in case it gets plastered white..


I'm about to check those log settings..

Joe

-Original Message- 
From: Grooms, Frederick W
Sent: Thursday, May 24, 2012 11:50 PM Newsgroups: 
public.remedy.arsystem.general

To: arslist@ARSLIST.ORG
Subject: Re: ARERR [8966] Required XML element is missing from the XML 
mapping :


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 : 


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.


   
   
   
   
   
   
   
   
   
   
   
   

   
   
   
   

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 : 



**

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 


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Re: Challenges faced by Remedy Administrator during IT audits

[Nathan Aker]

The normal SOX-type ones come to mind:

* Identifying separation of duties (one user can not develop 
report/universe changes and have access to migrate through 
Dev/QA/Staging/Production environments)

* Ensuring account access is terminated to Dashboards/Analytics within 
an acceptable amount of time after termination

* Ensuring roles/permissions are established and managed as to which 
users have access to sensitive data and ensuring users don't have blanket 
access to all objects/reports even those outside of their defined role.  This 
one is challenging if you have stringent compliance standards as Analytics 
doesn't ship with any permissions designed for the OOB reports and you'll have 
to create them per your requirements.

* Ensuring users are not accessing the system via shared 
accounts/service accounts.

* Ensuring user password management for BOXI/Dashboards meets corporate 
standards (force reset on given interval (if required), password complexity 
standards, etc.)



Nathan Aker
ITSM Solution Architect
McAfee, Inc.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pankaj Malik
Sent: Friday, May 25, 2012 8:51 AM
To: arslist@ARSLIST.ORG
Subject: Challenges faced by Remedy Administrator during IT audits

**
Hello All,

I am writing a whitepaper on BMC Dashboard and Analytics.

Kindly, help by sharing what challenges, normally, are faced by a remedy 
administrator during IT audits or reviews.

Look forward your feedback.

Thanks in advance.
--
Warm Regards,

Pankaj Malik
Executive, Marketing
Vyom Labs Pvt. Ltd.
BSM Solutions & Services || ITIL Consulting & Training
Aditi Samruddhi, Baner, Pune-411045, India.

Telephone: +91-20-6632-1087 || Board Line: +91-20-6632-1000
Email: pankaj.ma...@vyomlabs.com || Web 
Site: www.vyomlabs.com
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers 
Are"_

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Challenges faced by Remedy Administrator during IT audits

[John Baker]

Hello,

BMC AR System, BMC Dashboards, BMC Analytics (SAP BOXI). Three products,
three different user repositories.

So there's a big challenge in managing user/group access between the
three products. 


John

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Challenges faced by Remedy Administrator during IT audits

[Pankaj Malik]

Hello All,

I am writing a whitepaper on BMC Dashboard and Analytics.

Kindly, help by sharing what challenges, normally, are faced by a remedy 
administrator during IT audits or reviews.


Look forward your feedback.

Thanks in advance.
--
Warm Regards,

Pankaj Malik
Executive, Marketing
Vyom Labs Pvt. Ltd.
*BSM Solutions & Services || ITIL Consulting & Training
Aditi Samruddhi, Baner, Pune-411045, India.*

*Telephone:* +91-20-6632-1087 || *Board Line:* +91-20-6632-1000
*Email:* pankaj.ma...@vyomlabs.com  
|| *Web Site:* www.vyomlabs.com 


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Re: System Center 2012 Service Manager question

[Pierson, Shawn]

I have to add, if you would be the one responsible for implementing SCSM, you 
will have several years of job security while trying to bring SCSM up to a 
similar level of functionality that Remedy is used for.

Thanks,

Shawn Pierson 
Remedy Developer | Energy Transfer

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Henderson, Danielle R. CNTR
Sent: Friday, May 25, 2012 8:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: System Center 2012 Service Manager question

Thank you so very much. This is exactly what I needed. Based what I have 
received from our BMC account managers and your thorough review, we are all on 
the same page with SCSM. I'm hoping this is enough to keep my project to 
upgrade our current Remedy application over moving to Microsoft.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Friday, May 25, 2012 9:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: System Center 2012 Service Manager question

Yesterday was my company's demo of Microsoft SCSM.  Overall I would say that 
the demo made it look promising.  On the surface, it appears to have 
everything you need for an ITSM suite.  Microsoft claims that you can do 
anything you want with it especially by touting the Orchestrator 
functionality.

However, once you start digging below the surface there are several critical 
flaws, although it was like pulling teeth to get the Microsoft guys to admit 
it.  The major gaps in functionality that I saw are:

1)  No Mid-Tier or similar functionality without going to a third party 
vendor, and the Microsoft guys weren't really familiar with the options there. 
They don't really have specific plans for when web functionality will be 
rolled out.
2)  No Asset Management (what they claim is Asset Management is really light 
Configuration Management or Asset tracking at best, not licensing or lifecycle 
functionality.)  You have to go with Provance for that, which is another third 
party vendor and we didn't see how that integration works.
3)  You have to install a Windows client on everyone's PC in I.T. and anyone 
else that plans to work with the tool.  They were also vague on licensing, so 
my expectation would be that just like with Project Server, Microsoft is 
trying to slide in a ton of client app purchases in under the radar with us.
4)  The Windows Client is not compatible with XP, which our office still uses. 
The SRM-like portion doesn't work on IE6, which half of our organization uses.
5)  There is nothing like the Assignment or Approval engines.  If you want to 
build that basic type of functionality, they suggest using templates.  If 
you're familiar with ITSM, imagine how difficult it would be to set up a 
different template for every possible thing that could be assigned to every 
possible support group in every scenario.  Approvals would be even more 
difficult.  We currently have Change approvals based on a combination of 
Operational Categories, Product Categories, Change Coordinator support groups, 
the Change Class, and a few other factors that are used a bit less.  The 
Microsoft guy flat out said that it's not possible to do this in SCSM.
6)  The interface is much more simple than BMC's products, but would likely be 
harder to use.  They have a bunch of tabs and a long list of menus on the 
right side of the requests that aren't really organized.  They also don't seem 
to pull in AD data as well as Remedy does with the People data.
7)  There is no way to recreate something like the Overview console without 
custom development.  Within SCSM, the consoles are broken down into a 
folder-like structure with the root folders being Incident, Problem, Change, 
Release, etc.  That means a typical support group with work across all modules 
will not be able to easily see what work they have.
8)  Email notifications are terrible specifically because there is no way to 
embed a link or shortcut to the request.  In my organization, I.T. staff 
really like that Remedy by default includes a hyperlink to the request when 
they are assigned something, so they don't have to log in and find it.  They 
click the link and bam, they are in the Incident/Change/Task/etc.
9)  There isn't any sort of delegation authority for anything.  You can't set 
up alternate approvals, you can't use their service request interface to 
create things on behalf of people (and only those you have permission to.)
10)  There is nothing like multi-tenancy.  You can restrict templates to 
certain support groups, but even to hide data you have to create custom fields 
only used on those templates that those support groups can see.  There is no 
way to restrict which tickets are visible by support groups or any other 
organization of people.

There are several other potential gaps that I would need clarification on if 
we were looking to proceed down this path.  Howev

Re: System Center 2012 Service Manager question

[Henderson, Danielle R. CNTR]

Thank you so very much. This is exactly what I needed. Based what I have 
received from our BMC account managers and your thorough review, we are all on 
the same page with SCSM. I'm hoping this is enough to keep my project to 
upgrade our current Remedy application over moving to Microsoft.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Friday, May 25, 2012 9:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: System Center 2012 Service Manager question

Yesterday was my company's demo of Microsoft SCSM.  Overall I would say that 
the demo made it look promising.  On the surface, it appears to have 
everything you need for an ITSM suite.  Microsoft claims that you can do 
anything you want with it especially by touting the Orchestrator 
functionality.

However, once you start digging below the surface there are several critical 
flaws, although it was like pulling teeth to get the Microsoft guys to admit 
it.  The major gaps in functionality that I saw are:

1)  No Mid-Tier or similar functionality without going to a third party 
vendor, and the Microsoft guys weren't really familiar with the options there. 
They don't really have specific plans for when web functionality will be 
rolled out.
2)  No Asset Management (what they claim is Asset Management is really light 
Configuration Management or Asset tracking at best, not licensing or lifecycle 
functionality.)  You have to go with Provance for that, which is another third 
party vendor and we didn't see how that integration works.
3)  You have to install a Windows client on everyone's PC in I.T. and anyone 
else that plans to work with the tool.  They were also vague on licensing, so 
my expectation would be that just like with Project Server, Microsoft is 
trying to slide in a ton of client app purchases in under the radar with us.
4)  The Windows Client is not compatible with XP, which our office still uses. 
The SRM-like portion doesn't work on IE6, which half of our organization uses.
5)  There is nothing like the Assignment or Approval engines.  If you want to 
build that basic type of functionality, they suggest using templates.  If 
you're familiar with ITSM, imagine how difficult it would be to set up a 
different template for every possible thing that could be assigned to every 
possible support group in every scenario.  Approvals would be even more 
difficult.  We currently have Change approvals based on a combination of 
Operational Categories, Product Categories, Change Coordinator support groups, 
the Change Class, and a few other factors that are used a bit less.  The 
Microsoft guy flat out said that it's not possible to do this in SCSM.
6)  The interface is much more simple than BMC's products, but would likely be 
harder to use.  They have a bunch of tabs and a long list of menus on the 
right side of the requests that aren't really organized.  They also don't seem 
to pull in AD data as well as Remedy does with the People data.
7)  There is no way to recreate something like the Overview console without 
custom development.  Within SCSM, the consoles are broken down into a 
folder-like structure with the root folders being Incident, Problem, Change, 
Release, etc.  That means a typical support group with work across all modules 
will not be able to easily see what work they have.
8)  Email notifications are terrible specifically because there is no way to 
embed a link or shortcut to the request.  In my organization, I.T. staff 
really like that Remedy by default includes a hyperlink to the request when 
they are assigned something, so they don't have to log in and find it.  They 
click the link and bam, they are in the Incident/Change/Task/etc.
9)  There isn't any sort of delegation authority for anything.  You can't set 
up alternate approvals, you can't use their service request interface to 
create things on behalf of people (and only those you have permission to.)
10)  There is nothing like multi-tenancy.  You can restrict templates to 
certain support groups, but even to hide data you have to create custom fields 
only used on those templates that those support groups can see.  There is no 
way to restrict which tickets are visible by support groups or any other 
organization of people.

There are several other potential gaps that I would need clarification on if 
we were looking to proceed down this path.  However, that's looking not too 
likely since the tool really doesn't look like it can do what we need it to 
do.  One potential good thing I learned is that there are pre-configured 
integrations between Orchestrator and Remedy (as well as the other major ITSM 
suites) so even if we don't use SCSM, we can leverage the potential benefits 
of automation via Orchestrator.  I'm also likely to build an AIE or Atrium 
Integrator integration into SCCM to pull out discovered data so while I doubt 
we will use SCSM, we can appease the Microsoft fa

Re: System Center 2012 Service Manager question

[Pierson, Shawn]

Yesterday was my company's demo of Microsoft SCSM.  Overall I would say that 
the demo made it look promising.  On the surface, it appears to have everything 
you need for an ITSM suite.  Microsoft claims that you can do anything you want 
with it especially by touting the Orchestrator functionality.

However, once you start digging below the surface there are several critical 
flaws, although it was like pulling teeth to get the Microsoft guys to admit 
it.  The major gaps in functionality that I saw are:

1)  No Mid-Tier or similar functionality without going to a third party vendor, 
and the Microsoft guys weren't really familiar with the options there.  They 
don't really have specific plans for when web functionality will be rolled out.
2)  No Asset Management (what they claim is Asset Management is really light 
Configuration Management or Asset tracking at best, not licensing or lifecycle 
functionality.)  You have to go with Provance for that, which is another third 
party vendor and we didn't see how that integration works.
3)  You have to install a Windows client on everyone's PC in I.T. and anyone 
else that plans to work with the tool.  They were also vague on licensing, so 
my expectation would be that just like with Project Server, Microsoft is trying 
to slide in a ton of client app purchases in under the radar with us.
4)  The Windows Client is not compatible with XP, which our office still uses.  
The SRM-like portion doesn't work on IE6, which half of our organization uses.
5)  There is nothing like the Assignment or Approval engines.  If you want to 
build that basic type of functionality, they suggest using templates.  If 
you're familiar with ITSM, imagine how difficult it would be to set up a 
different template for every possible thing that could be assigned to every 
possible support group in every scenario.  Approvals would be even more 
difficult.  We currently have Change approvals based on a combination of 
Operational Categories, Product Categories, Change Coordinator support groups, 
the Change Class, and a few other factors that are used a bit less.  The 
Microsoft guy flat out said that it's not possible to do this in SCSM.
6)  The interface is much more simple than BMC's products, but would likely be 
harder to use.  They have a bunch of tabs and a long list of menus on the right 
side of the requests that aren't really organized.  They also don't seem to 
pull in AD data as well as Remedy does with the People data.
7)  There is no way to recreate something like the Overview console without 
custom development.  Within SCSM, the consoles are broken down into a 
folder-like structure with the root folders being Incident, Problem, Change, 
Release, etc.  That means a typical support group with work across all modules 
will not be able to easily see what work they have.
8)  Email notifications are terrible specifically because there is no way to 
embed a link or shortcut to the request.  In my organization, I.T. staff really 
like that Remedy by default includes a hyperlink to the request when they are 
assigned something, so they don't have to log in and find it.  They click the 
link and bam, they are in the Incident/Change/Task/etc.
9)  There isn't any sort of delegation authority for anything.  You can't set 
up alternate approvals, you can't use their service request interface to create 
things on behalf of people (and only those you have permission to.)
10)  There is nothing like multi-tenancy.  You can restrict templates to 
certain support groups, but even to hide data you have to create custom fields 
only used on those templates that those support groups can see.  There is no 
way to restrict which tickets are visible by support groups or any other 
organization of people.

There are several other potential gaps that I would need clarification on if we 
were looking to proceed down this path.  However, that's looking not too likely 
since the tool really doesn't look like it can do what we need it to do.  One 
potential good thing I learned is that there are pre-configured integrations 
between Orchestrator and Remedy (as well as the other major ITSM suites) so 
even if we don't use SCSM, we can leverage the potential benefits of automation 
via Orchestrator.  I'm also likely to build an AIE or Atrium Integrator 
integration into SCCM to pull out discovered data so while I doubt we will use 
SCSM, we can appease the Microsoft fans by using some of their products.

Thanks,

Shawn Pierson 
Remedy Developer | Energy Transfer

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Henderson, Danielle R. CNTR
Sent: Thursday, May 17, 2012 1:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: System Center 2012 Service Manager question

Thanks everyone for the info.  It has been a big help. @ Shawn Pierson, please 
repost once you view the demo of the latest version.

Danielle R. Henderson
NMIC, ISC-O
L-3 Stratis
Ap

Re: How to monitor Remedy server

[D Dussie]

Sagar,

Not sure if native Remedy does this, 
- but look at the snmp and mib file.

however, we used IBM infosphere guardium,

1. How many users has logged in to remedy server? Currently Application User 
translation for guardium cannot tell specifically which user is logged in, only 
the app id. 
2. How many forms have been modified by users? You can monitor tables/schemas, 
for sql procedure calls. 
3. How many session that users has started at remedy server?Currently 
Application User translation for guardium cannot tell specifically which user 
is logged in, only the app id. 
4. How many users have been logged into UNIX box?Now, if you users are logging 
into the unix server (putty/sqlpus), and acting on the daabase, then the tool 
should be OS User, DB User, Source Program, full sql. Howeever, if thru, the 
application, then dbuser = remedy application id.
5. Is there any Back up activity happening on any of the production remedy 
servers ?sql procedure calls and full sql will lat you know if the backs are 
running, or source programs like Rman, etc.
6. At UNIX level check how many process running currently and which process 
taking long time and too much memory? Guardium cannot to this , but use i 
think, (will need to check with Monitoring team).. nmon with another tool


Hope this helps,
dee

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David Zifchock is out of the office

[David Zifchock]

I will be out of the office starting  05/25/2012 and will not return until
05/29/2012.

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How to monitor Remedy server

[vidyasagar kommu]

Hi All ,

I want  to monitor below things .

1. How many users has logged in to remedy server?
2. How many forms have been modified by users?
3. How many session that users has started at remedy server?
4. How many users have been logged into UNIX box?
5. Is there any Back up activity happening on any of the production
remedy servers ?
6. At UNIX level check how many process running currently and which
process taking long time and too much memory?

Could you please guide me how to check the above points.

Thanks
Sagar

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