Re: Support - An open letter to BMC

[Jay Shankar]

We understand your frustration and apologize for the poor customer experience 
regarding this issue.  Our process is to validate with you the information in 
your customer profile and we did not do that in this case. We are working with 
our team to better utilize the information provided and ask only the necessary 
information to troubleshoot issues. We always want to hear how we can improve 
our support services, so please continue to fill out the surveys and provide 
feedback directly.  

Jay Shankar 
Vice President
Customer Support - Americas
BMC Software

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Re: Future of the AR System and Web Services...

[Joe Martin D'Souza]

I do not think you can do that directly at least.. you would need two different 
web services, one get list that returned a single get entry, and another a get 
list that returned a get list. Wouldn’t be able to do it in a single WS function

Joe

From: Axton 
Sent: Tuesday, June 05, 2012 4:14 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: Future of the AR System and Web Services...

** Maybe I am missing something then.  How do I go about creating a web service 
that provides the following information (for arguments sake, let's say that it 
takes an input parameter of incident id): 


  

 
 

  
  


 
 
 

  



Not necessarily in that exact format, but containing that type of content.  I 
was able to do those kinds of things with JSS XML Gateway, but not with the 
native Remedy web services.

Axton Grams

On Tue, Jun 5, 2012 at 1:08 AM, Grooms, Frederick W  
wrote:

  Axton,
  I have created services that accept lists of data for creation of data.  
Instead of mapping the primary form to the root you map it to the first element 
(just like you map a sub-form to a service).

  I have also done ones that return lists and complex constructs.

  Fred


  -Original Message-
  From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
  Sent: Tuesday, June 05, 2012 12:14 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: Future of the AR System and Web Services...


  I don't believe the current design is flawed, it is just limited and should 
be expanded.  Think of the types of things one should be capable of doing with 
web services in the following situations (which AR lends itself to):
  - publish simple services for outside applications to consume (e.g., return 
ticket details)
  - consume simple services from outside applications (e.g., zip code lookup)

  Now the current design can handle the above two scenarios for the most part, 
though the limitations Joe mentions are definitely... limiting.  Now consider 
the way web services are used in a SOA implementation:
  - publish services to return complex constructs (e.g., incident, with 
relationships, with work log entries, etc.)
  - publish services to return lists (all open incidents, based on some search 
criteria)
  - publish services that accepts lists of data (e.g., create 20 incidents)
  - publish services that accept complex data (e.g., create a CI with 
relationships, work info records, incident relationships, etc.)

  In these scenarios, AR does not do so well.  Now consider these scenarios:
  - drive the contents of a drop-down menu using data provided by an external 
web service
  - perform a lookup from an external web service using 1 of N filtering 
criteria, and handle the results in a way that are usable (e.g., search for a 
person based on last name and 20 results are returned)

  Whoever is driving the ship, I would encourage them to look hard at where SOA 
is going and how that fits into the AR and ITSM paradigms.  There are a lot of 
things that I wish could integrate easily with ITSM through web services and it 
would be even nicer if ITSM could plug into a SOA framework in a way that 
immediately exposes the full capabilities of AR to the greater ecosystem of 
applications that relate to ITIL functions.  The integration points have to 
consider the various user elements of how to consume and present information.  
If anything, I think that is where the current design is weak.  Consider all 
the places where a web service could be handy:
  - search for data and present it as AR is accustomed to presenting lists of 
data (set fields list, table field)
  - present data in the UI (menus, type-ahead, tooltips)
  - and many more

  My 2 cents.

  Axton Grams


  -Original Message-

  On Mon, Jun 4, 2012 at 11:01 PM, Joe Martin D'Souza  wrote:

  Apart from arrays which is an age old limitation with the way the AR System 
can handle data, there were other limitations discussed in the integration 
guide (unsupported constructs), which sometimes cause problems with some web 
services. I do understand that the limitation of arrays can only be addressed 
after the system is made capable of handling them, but there are other 
limitations that in my opinion could be addressed with the system in its 
current state. It is possible to overcome some of these limitations by tweaking 
the filters after they have been created and saved, which means that it is 
possible to fix these limitations. I could give you a specific example of a 
case I faced off the list if you are interested. I wasn't dealing with arrays, 
but a single row transaction. The filter generated a incorrect SOAP envelop, 
which according to BMC Support was because of unsupported constructs used in 
the WSDL (which is documented on the integration guide). However it was 
possible to edit the definitions to modify that envelop and correct an 
incorrect namespace and res

Re: Support - An open letter to BMC - surveys?

[Joe Martin D'Souza]

Yup, I always answer to those surveys, although I have a few opinions about 
those surveys as well as some of them tend to have questions that contradict 
each other in a way.. One could potentially argue that those were 
intentionally designed that way to separate honest opinions from someone who 
just fills up a survey cause they have nothing better to do at that time.. 
Even so I think that beats the purpose of such a survey as mostly support 
driven surveys are usually answered by those who do want to provide with 
meaningful responses either because their experience had been horrifying or 
just simply the best that they wanted to say something about it..


Having questions that contradict each other in these surveys beats the point 
of these surveys..


Joe

-Original Message- 
From: Goodall, Andrew C
Sent: Tuesday, June 05, 2012 11:22 AM Newsgroups: 
public.remedy.arsystem.general

To: arslist@ARSLIST.ORG
Subject: Re: Support - An open letter to BMC - surveys?

On a separate but related note...

On the ending sign off of all bmc support emails I receive it states:
" Customer feedback is very important to BMC Support and you may receive a 
survey request on this issue. I would appreciate your response to this 
survey based on the handling of this specific incident as your feedback is 
important to BMC Support and is used to assess my performance."


But I have never received a survey, since the creation of my support id, BMC 
have closed 257 issues from me.
Has anyone received one of these surveys? I was thinking that in the course 
of opening 250+ issues you think I might have received 1 survey :)




-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@arslist.org] On Behalf Of pritch

Sent: Tuesday, June 05, 2012 10:10 AM
To: arslist@arslist.org
Subject: Re: Support - An open letter to BMC

We're kind of tied into having to pay for support in order to be able to get 
patches and upgrades.  So they have us by the .  There's absolutely no 
incentive (negative or positive) to improving their support.


- Original Message -
From: "Warren R. Baltimore II" 
To: arslist@ARSLIST.ORG
Sent: Tuesday, June 5, 2012 11:02:11 AM
Subject: Re: Support - An open letter to BMC

** And there lies the problem.  If we don't pay support, we lose so much. 
As consumers of this product, we are between the proverbial Rock and a Hard 
Spot!



On Tue, Jun 5, 2012 at 10:57 AM, John Sundberg < 
john.sundb...@kineticdata.com > wrote:



** Until it hurts the pocketbook - NOTHING WILL BE DONE!!!.


So - question is -- how do you make it hurt the pocketbook?






-John









On Tue, Jun 5, 2012 at 8:49 AM, Pierson, Shawn < shawn.pier...@sug.com > 
wrote:



**



Perhaps a good alternative would be if BMC somehow made a volunteer-based 
support forum that could take the place of their offshore support.  They 
could somehow anonymize the contact data to where you don’t actually know 
who the person you are dealing with is, and they could use this new 
gamification trend to pay the volunteers based on what happens.




For example, pay a small fee to people who resolve a certain type of issue 
quickly by leveraging the knowledge base.  You get paid more if you solve an 
issue that isn’t in the knowledge base and you submit a knowledge base entry 
that is approved by a BMC technical rep of some sort.  Identifying new 
defects in the product (also requiring a technical approval) results in a 
certain amount of pay, while solving that defect with a working hotfix 
results in a larger amount.  There would also be customer support surveys 
like BMC used to do, which would also be used as a factor in how much the 
individual makes (which should also ensure the person working on the issue 
is timely and courteous.)




This would allow BMC to mostly get rid of Tier 1 for web-based non-critical 
tickets, and it would get them access to better people who may otherwise 
have day jobs that just want to solve issues for a bit of extra cash after 
hours.




Thanks,



Shawn Pierson

Remedy Developer | Energy Transfer





From: Action Request System discussion list(ARSList) [mailto: 
arslist@ARSLIST.ORG ] On Behalf Of Warren R. Baltimore II

Sent: Tuesday, June 05, 2012 7:43 AM
To: arslist@ARSLIST.ORG
Subject: Support - An open letter to BMC



**




Once again, I have submitted a ticket that has an abundance of information 
regarding my problem.






It lists the ARS version and patch


It lists the Server type and OS


It lists the Db and version


It gives a succinct description of the issue





I then received a response almost 45 minutes later (which I was quite 
pleased with!  Quick Turn around!)






After reading the response, I was tempted to buy a ticket to wherever the 
hell support was and deliver my feelings in person!






Response follows:





Hi Warren,

Thank you for contacting BMC Remedy Support.

Our goal at BMC is to provide you with an excellent cust

Re: Support - An open letter to BMC

[Joe Martin D'Souza]

They should have a cash back for every-time they do not respond within the 
agreed time frame or if their first initial response can be deemed void on the 
basis of its content, as in the case of Warrens complaint earlier on this 
thread.. That kind of response does not comply to what can be considered as a 
meaningful, valuable, sincere SLA. Its barely even qualifies as a sincere 
greeting.

Just a response to dirty the ticket, is not a response. It has to be 
meaningful.. I think they need to define what can be considered a valid 
response..

Joe

From: Pierson, Shawn 
Sent: Tuesday, June 05, 2012 9:49 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: Support - An open letter to BMC

** 
Perhaps a good alternative would be if BMC somehow made a volunteer-based 
support forum that could take the place of their offshore support.  They could 
somehow anonymize the contact data to where you don’t actually know who the 
person you are dealing with is, and they could use this new gamification trend 
to pay the volunteers based on what happens.

 

For example, pay a small fee to people who resolve a certain type of issue 
quickly by leveraging the knowledge base.  You get paid more if you solve an 
issue that isn’t in the knowledge base and you submit a knowledge base entry 
that is approved by a BMC technical rep of some sort.  Identifying new defects 
in the product (also requiring a technical approval) results in a certain 
amount of pay, while solving that defect with a working hotfix results in a 
larger amount.  There would also be customer support surveys like BMC used to 
do, which would also be used as a factor in how much the individual makes 
(which should also ensure the person working on the issue is timely and 
courteous.)

 

This would allow BMC to mostly get rid of Tier 1 for web-based non-critical 
tickets, and it would get them access to better people who may otherwise have 
day jobs that just want to solve issues for a bit of extra cash after hours.  

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Energy Transfer

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Tuesday, June 05, 2012 7:43 AM
To: arslist@ARSLIST.ORG
Subject: Support - An open letter to BMC

 

** 

Once again, I have submitted a ticket that has an abundance of information 
regarding my problem.

 

It lists the ARS version and patch

It lists the Server type and OS

It lists the Db and version

It gives a succinct description of the issue

 

I then received a response almost 45 minutes later (which I was quite pleased 
with!  Quick Turn around!)

 

After reading the response, I was tempted to buy a ticket to wherever the hell 
support was and deliver my feelings in person!

 

Response follows:

 

Hi Warren,

Thank you for contacting BMC Remedy Support.

Our goal at BMC is to provide you with an excellent customer service 
experience. If for any reason you feel this issue is not progressing properly, 
please discuss it with me or feel free to contact our Support Manager 
* at @bmc.com

I am ** and I shall be assisting you with this issue.

This mail is regarding Issue "ISS03967224"with issue summary as: "I am unable 
to search for a join of 3 forms utilizing the Request ID field."

-
Thanks for the initial information.

I tried to call you unfortunately reached VM.

In order to fully understand the affected environment and narrow down the 
possibilities, please address the following for me:

1) What is the AR Server version & Patch level?
2) What is the OS and version that the Remedy environment is installed on?
3) What database and version does the AR Server use? Is it local or remote to 
the AR Server installation?
4) Have you upgraded your environment? If yes then from which version please 
specify?
5) Have you done any customization? Please explain?
6) When you are getting the error?
7) What is the exact error message you are getting
-
Please send me the information at your earliest, it will help me to investigate 
issue further.

Kindly let me know if you have any concerns on this issue.


My response was blunt:

 

With the exception of question 5, I answered EVERY question in the ticket.  

Question 5:  we have not upgraded.

As to customization, lightly.  You will notice that this is a join I built!

___

 

This has been indicative of support for about the last 6 or so years (whenever 
it was off shored).  Support techs seem to read from a script.  Based on what I 
was seeing, I suspect that this particular tech was reading only the 
description in a notification and not from the actual support request.

 

I don't think I blame the techs.  I suspect that they are all hard working 
people who get lousy pay an

Re: Support - An open letter to BMC

[Joe Martin D'Souza]

This is exactly what I suggested to them on one of the tickets I had open to 
them..

Like Warren, I too have the habit of sending as much information as is sensible 
enough to do.

I have the Environment Profile section loaded with the all information of my 
development, and other environments that I need to raise tickets on, for every 
customer I work for. To such an extent I copy paste the ar.cfg file and 
sometimes even the armonitor.cfg file on the description fields on that 
profile.. And I tend to keep that information up to date with every ticket that 
I raise.

Yet invariably, I am used to getting that first time response that Warren got, 
so much so that now it no longer agitates me. I’ve almost reconciled to the 
fact that’s not likely to improve anytime too soon..  So I just view my 
preliminary effort to provide that information as time that I would save on my 
first response to their reply.. My first time response invariably is – please 
look at the environment profile, and the attachment section.. everything that 
you just asked for was already all there when this ticket was raised

I am however slowly beginning to find that a very small percentage of them, do 
look into these sections of information.. I wish it was a little more 
consistent though.. I wouldn’t mind if 1 in 10 tickets if a personnel ended up 
asking this information that’s already out there, as I would attribute that to 
a new employee nervously performing his job functions on a new job, which is a 
human thing to err.. but when its 9 times out of 10 where they seem to not 
notice you have already give them enough information, then it does get a little 
aggravating..

Joe

From: Tommy Morris 
Sent: Tuesday, June 05, 2012 9:00 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: Support - An open letter to BMC

** 
Wouldn’t it be nice if BMC had all of their client’s information on file so you 
wouldn’t have to list version, OS, etc? Maybe they could have a web portal 
where clients could log in and update their environment? Possibly the system 
could have a couple of different environment options such as Dev, QA, Prod and 
then a client created a support ticket they could select the environment that 
the issue is being reported upon? Oh! I know! Maybe, just maybe the data could 
be stored in some sort of configuration management something or other so that 
the data could be managed easily. H…. I wonder if BMC could find a useful 
tool that could handle that.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Tuesday, June 05, 2012 7:43 AM
To: arslist@ARSLIST.ORG
Subject: Support - An open letter to BMC

 

** 

Once again, I have submitted a ticket that has an abundance of information 
regarding my problem.

 

It lists the ARS version and patch

It lists the Server type and OS

It lists the Db and version

It gives a succinct description of the issue

 

I then received a response almost 45 minutes later (which I was quite pleased 
with!  Quick Turn around!)

 

After reading the response, I was tempted to buy a ticket to wherever the hell 
support was and deliver my feelings in person!

 

Response follows:

 

Hi Warren,

Thank you for contacting BMC Remedy Support.

Our goal at BMC is to provide you with an excellent customer service 
experience. If for any reason you feel this issue is not progressing properly, 
please discuss it with me or feel free to contact our Support Manager 
* at @bmc.com

I am ** and I shall be assisting you with this issue.

This mail is regarding Issue "ISS03967224"with issue summary as: "I am unable 
to search for a join of 3 forms utilizing the Request ID field."

-
Thanks for the initial information.

I tried to call you unfortunately reached VM.

In order to fully understand the affected environment and narrow down the 
possibilities, please address the following for me:

1) What is the AR Server version & Patch level?
2) What is the OS and version that the Remedy environment is installed on?
3) What database and version does the AR Server use? Is it local or remote to 
the AR Server installation?
4) Have you upgraded your environment? If yes then from which version please 
specify?
5) Have you done any customization? Please explain?
6) When you are getting the error?
7) What is the exact error message you are getting
-
Please send me the information at your earliest, it will help me to investigate 
issue further.

Kindly let me know if you have any concerns on this issue.


My response was blunt:

 

With the exception of question 5, I answered EVERY question in the ticket.  

Question 5:  we have not upgraded.

As to customization, lightly.  You will notice that this is a join I built!

_

Re: Digging deep into MidTier 764

[Joe Martin D'Souza]

*Penguin snorts* :-)..

Just kidding..

Joe

From: Nau, Michael 
Sent: Tuesday, June 05, 2012 3:49 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: Digging deep into MidTier 764

** 
…IE also has DevTools (F12)

 

*waves Microsoft flag*

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: Tuesday, June 05, 2012 7:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Digging deep into MidTier 764

 

** Chrome has a javascript debugger.

Firefox has plugins that can debug javascript.

 

Turn one of those on and trigger the event and see what flys by.

 

Axton

 

On Mon, Jun 4, 2012 at 9:28 PM, Joe Martin D'Souza  wrote:

** 

That’s a good question.. I found this article that somewhat discusses this same 
problem..

 

http://ejohn.org/blog/deep-tracing-of-internet-explorer/

 

Sorry I do not have better answers than that. I thought for a moment that the 
mid tier fine logging would do it.

 

Joe

 

From: John Sundberg 

Sent: Monday, June 04, 2012 8:11 PM

Newsgroups: public.remedy.arsystem.general

To: arslist@ARSLIST.ORG 

Subject: Re: Digging deep into MidTier 764

 

** 

Nope - how can you tell what is running?

 

Is there a way to see what JavaScript events are connected to a text_area?

 

-John

Sent from my iPhone


On Jun 4, 2012, at 5:42 PM, Joe Martin D'Souza  wrote:

  ** 

  Did you try the run process action to set that flag, and see what executes on 
the page when that action runs?

   

  Joe

   

  From: John Sundberg 

  Sent: Monday, June 04, 2012 6:03 PM

  Newsgroups: public.remedy.arsystem.general

  To: arslist@ARSLIST.ORG 

  Subject: Digging deep into MidTier 764

   

  ** 

   

  If you open the User form (or any form) in Submit mode…

   

  Then - if you go to any field - and type any character - the form is now 
"dirty" - and the save button is enabled and the record can be submitted. 

   

   

  Wondering - does anybody know what javascript is setting that document to be 
"dirty" -- and how the button gets enabled?

  It does not seem to be triggered by keyup, keydown, fieldchange.

   

   

   

  I am writing some code that calls directly into the javascript - but I have 
been unable to find how that button is getting enabled.

   

   

   

   

   

  -John

   

   

   

  -- 

  John Sundberg

  Kinetic Data, Inc. 

  "Your Business. Your Process."

  WWRUG10 Best Customer Service/Support Award

  WWRUG09 Innovator of the Year Award

   

  651-556-0930 I john.sundb...@kineticdata.com  

  www.kineticdata.com I community.kineticdata.com

_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"_ 



ING-DiBa AG, Frankfurt am Main. Registernummer HRB 7727, Handelsregister
Amtsgericht Frankfurt am Main. Vorstand: Roland Boekhout (Vorsitzender), 
Herbert Willius (stellv. Vorsitzender), Bas Brouwers, Bernd Geilen, Katharina 
Herrmann, Martin Krebs.
Aufsichtsrat: Ben Tellings (Vorsitzender)

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Re: Digging deep into MidTier 764

[Joe Martin D'Souza]

From: Nau, Michael 
Sent: Tuesday, June 05, 2012 3:49 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: Digging deep into MidTier 764

** 
…IE also has DevTools (F12)

 

*waves Microsoft flag*

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: Tuesday, June 05, 2012 7:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Digging deep into MidTier 764

 

** Chrome has a javascript debugger.

Firefox has plugins that can debug javascript.

 

Turn one of those on and trigger the event and see what flys by.

 

Axton

 

On Mon, Jun 4, 2012 at 9:28 PM, Joe Martin D'Souza  wrote:

** 

That’s a good question.. I found this article that somewhat discusses this same 
problem..

 

http://ejohn.org/blog/deep-tracing-of-internet-explorer/

 

Sorry I do not have better answers than that. I thought for a moment that the 
mid tier fine logging would do it.

 

Joe

 

From: John Sundberg 

Sent: Monday, June 04, 2012 8:11 PM

Newsgroups: public.remedy.arsystem.general

To: arslist@ARSLIST.ORG 

Subject: Re: Digging deep into MidTier 764

 

** 

Nope - how can you tell what is running?

 

Is there a way to see what JavaScript events are connected to a text_area?

 

-John

Sent from my iPhone


On Jun 4, 2012, at 5:42 PM, Joe Martin D'Souza  wrote:

  ** 

  Did you try the run process action to set that flag, and see what executes on 
the page when that action runs?

   

  Joe

   

  From: John Sundberg 

  Sent: Monday, June 04, 2012 6:03 PM

  Newsgroups: public.remedy.arsystem.general

  To: arslist@ARSLIST.ORG 

  Subject: Digging deep into MidTier 764

   

  ** 

   

  If you open the User form (or any form) in Submit mode…

   

  Then - if you go to any field - and type any character - the form is now 
"dirty" - and the save button is enabled and the record can be submitted. 

   

   

  Wondering - does anybody know what javascript is setting that document to be 
"dirty" -- and how the button gets enabled?

  It does not seem to be triggered by keyup, keydown, fieldchange.

   

   

   

  I am writing some code that calls directly into the javascript - but I have 
been unable to find how that button is getting enabled.

   

   

   

   

   

  -John

   

   

   

  -- 

  John Sundberg

  Kinetic Data, Inc. 

  "Your Business. Your Process."

  WWRUG10 Best Customer Service/Support Award

  WWRUG09 Innovator of the Year Award

   

  651-556-0930 I john.sundb...@kineticdata.com  

  www.kineticdata.com I community.kineticdata.com

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

 

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

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ING-DiBa AG, Frankfurt am Main. Registernummer HRB 7727, Handelsregister
Amtsgericht Frankfurt am Main. Vorstand: Roland Boekhout (Vorsitzender), 
Herbert Willius (stellv. Vorsitzender), Bas Brouwers, Bernd Geilen, Katharina 
Herrmann, Martin Krebs.
Aufsichtsrat: Ben Tellings (Vorsitzender)

Diese E-Mail enthält vertrauliche und/oder rechtlich geschützte
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This e-mail may contain confidential and/or privileged information. If
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e-mail is strictly forbidden.

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Re: Future of the AR System and Web Services...

[Joe Martin D'Souza]

I still think I would have liked the idea of seeing what the filter was 
creating in the backend as a SOAP envelop template. Obviously this does get 
stored in the DB as you can extract that envelope in the def. There must be 
minimal translations that go on before it gets into that def as if you edit 
that def as though you were editing a regular XML, and then import, the bad 
envelope gets fixed. So instead of ‘working from the outside’ it would have 
been nice if the dev studio had the ability to display that envelop and had a 
built in editor to be able to view and edit it if required..

Because that’s exactly what I ended up doing ‘from the outside’ using 
Notepad++...

Joe

From: Axton 
Sent: Tuesday, June 05, 2012 1:14 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: Future of the AR System and Web Services...

** I don't believe the current design is flawed, it is just limited and should 
be expanded.  Think of the types of things one should be capable of doing with 
web services in the following situations (which AR lends itself to): 
- publish simple services for outside applications to consume (e.g., return 
ticket details)
- consume simple services from outside applications (e.g., zip code lookup)

Now the current design can handle the above two scenarios for the most part, 
though the limitations Joe mentions are definitely... limiting.  Now consider 
the way web services are used in a SOA implementation:
- publish services to return complex constructs (e.g., incident, with 
relationships, with work log entries, etc.)
- publish services to return lists (all open incidents, based on some search 
criteria)
- publish services that accepts lists of data (e.g., create 20 incidents)
- publish services that accept complex data (e.g., create a CI with 
relationships, work info records, incident relationships, etc.)

In these scenarios, AR does not do so well.  Now consider these scenarios:
- drive the contents of a drop-down menu using data provided by an external web 
service
- perform a lookup from an external web service using 1 of N filtering 
criteria, and handle the results in a way that are usable (e.g., search for a 
person based on last name and 20 results are returned)

Whoever is driving the ship, I would encourage them to look hard at where SOA 
is going and how that fits into the AR and ITSM paradigms.  There are a lot of 
things that I wish could integrate easily with ITSM through web services and it 
would be even nicer if ITSM could plug into a SOA framework in a way that 
immediately exposes the full capabilities of AR to the greater ecosystem of 
applications that relate to ITIL functions.  The integration points have to 
consider the various user elements of how to consume and present information.  
If anything, I think that is where the current design is weak.  Consider all 
the places where a web service could be handy:
- search for data and present it as AR is accustomed to presenting lists of 
data (set fields list, table field)
- present data in the UI (menus, type-ahead, tooltips)
- and many more

My 2 cents.

Axton Grams

On Mon, Jun 4, 2012 at 11:01 PM, Joe Martin D'Souza  wrote:

  ** 
  Apart from arrays which is an age old limitation with the way the AR System 
can handle data, there were other limitations discussed in the integration 
guide (unsupported constructs), which sometimes cause problems with some web 
services. I do understand that the limitation of arrays can only be addressed 
after the system is made capable of handling them, but there are other 
limitations that in my opinion could be addressed with the system in its 
current state. It is possible to overcome some of these limitations by tweaking 
the filters after they have been created and saved, which means that it is 
possible to fix these limitations. I could give you a specific example of a 
case I faced off the list if you are interested. I wasn’t dealing with arrays, 
but a single row transaction. The filter generated a incorrect SOAP envelop, 
which according to BMC Support was because of unsupported constructs used in 
the WSDL (which is documented on the integration guide). However it was 
possible to edit the definitions to modify that envelop and correct an 
incorrect namespace and resolve the problem.

  Personally I feel that the design on how the web service filters are created 
may need to be reviewed. A developer cannot see the SOAP envelop that the 
filter creates – he is exposed only the mappings. I think if a developer had 
the ability to ‘view’ the envelope (just like you can view the wsdl if when 
created in the developer), and tweak it if necessary, that would be one hell of 
an enhancement, rather than letting the app do what it does, even if that means 
it creates a bad envelop which results in a malformed request.. It would be 
nice to have the ability to ‘switch modes’ between advanced and basic when 
developing such workflow..

  If this abilit

Re: ITSM Product Assignment administration

[Lee Cullom]

Here's a packaged methodology for ITSM classification.  Have a look...

http://www.itsmuniversity.net/it-is-a-long-established/

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | lee.cul...@northcraftanalytics.com
Main - (678) 664-ITSM
[Description: Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSo4qhIq-bDh4Z1UzKXet0tiAZqqejjd1BT8lVOHdrzZQwqeZun][Description:
 Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSWE5AoudybparNXkh21Br8ZWGNBqdra5ylZ63igCoZ36o5b5iFEA]
http://www.northcraftanalytics.com
Click on "View Demo" to see the product in action









From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C
Sent: Tuesday, June 05, 2012 5:48 PM
To: arslist@ARSLIST.ORG
Subject: ITSM Product Assignment administration

**

Our Service Desk is having some heartache with getting incidents assigned to 
the correct engineering group for infrastructure products. They want to use 
product assignments but dread maintaining them.

Today we have product assignments built mainly for business applications for 
our Application, Support and Maintenance support groups - there's only a few 
hundred of these.

But there are thousands of infrastructure products, and nearly 100 engineering 
type support groups.

Besides using the OOTB ITSM product assignment administration, does anyone have 
recommendations on best approaches to maintain this data. Are there any third 
party tools / apps, do you just use the OOTB admin, or did you create a custom 
admin app.

Perhaps in a small to medium business this wouldn't be too much trouble, but in 
a large enterprise it's a headache.

My initial thought was to create a custom admin display form to let support 
group managers pick which defined products they are responsible for, and create 
workflow to create the assignment records on the backside.

We prefer COTS solutions if there are any.

Regards,

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


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<><>

Re: Bespoke Application Development... Any Suggestions? [I]

[Susan Palmer]

Paul,

You might want to talk to the folks at http://www.buoyantsolutions.net/.
Great product built on ARS and showed alot of promised.  They may be able
to shed some light on the challenges of launching a product that some think
is better than BMC ITSM.

Regards,
Susan

On Tue, Jun 5, 2012 at 3:39 PM, Paul Nicolaides wrote:

> ** Classification: For internal use only
>
> All,
>
> I am thinking of creating a bespoke application suite using the Remedy
> 7.6.04 dev environment with a view to licensing it to companies. Realise
> there is a wealth of experience in this group so was wondering if anyone
> has i) any ideas/suggestions for a type of application suite (asset
> management... CRM... etc etc)  or ii) knows of any company (of any size)
> who would like a quote for some quality bespoke development work.
>
> Feel free to send me any comments or thoughts
>
>
>
> ---
>
> This e-mail may contain confidential and/or privileged information. If you
> are not the intended recipient (or have received this e-mail in error)
> please notify the sender immediately and delete this e-mail. Any
> unauthorized copying, disclosure or distribution of the material in this
> e-mail is strictly forbidden.
>
> Please refer to http://www.db.com/en/content/eu_disclosures.htm for
> additional EU corporate and regulatory disclosures.
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Product Catalog

[KathyMorris]

Yes when I view the Product Company Relationship - I do see the service
support module selected as "Asset Management" however the product catalog
entry is not displaying.

The "Company" is set to "Global."

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C
Sent: Tuesday, June 05, 2012 5:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: Product Catalog

 

** 

Are they selected for the Configuration/Asset Management module in the
product company relationship form?

If not...

 

In windows user client Go to:

-Application Administration Console (standard config)

-View Products

-Search products recently submitted and review them

-Highlight all applicable rows

-Actions / Modify All

-Select "Configuration/Asset Management" under application modules
and save.

 

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 KathyMorris
Sent: Tuesday, June 05, 2012 4:40 PM
To: arslist@arslist.org
Subject: Product Catalog

 

** 

Hi,

 

I installed the product catalog April Update, and I can see the data in the
product catalog console, however the data is not showing in the applications
(i.e. Asset Management).

For example, when I select "Manufacturer" - I see all the manufacturers now.

Is there something that I am supposed to do to get the data to display in
the Asset Management Console?

For example, when I select:

Tier 1 = Network

Tier 2 = Router

Tier 3 = Access Router

 

Then I go to select the "Product Name" and no value displays.

 

 

 

 

 

 

_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.

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Re: Check if the form is a base form using Developer Studio

[Pargeter, Christie :CO IS]

This is in your Server Information screen on the Configuration tab.  It
will require a reboot of your server and if I remember right the first
time after the restart is when it will build the relationships so could
take some time for your system to come back up depending on the amount
of workflow on the server.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew Fremont
Sent: Tuesday, June 05, 2012 2:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: Check if the form is a base form using Developer Studio

 

** I checked around, but couldn't find where to turn it on. 

The current setting on our server is "Record Object Relationship". It
could be obvious, but somehow I haven't been able to find it yet...

 

Thanks

On Tue, Jun 5, 2012 at 2:10 PM, Longwing, LJ CTR MDA/IC
 wrote:

If I'm not mistaken, if you have references turned on, you can right
click on the form and get the references, and it should show you that
it's used in a join :)

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew Fremont
Sent: Tuesday, June 05, 2012 3:05 PM
To: arslist@ARSLIST.ORG
Subject: Check if the form is a base form using Developer Studio

** Hi All,


I remember with IT Master, we can check if the form is referenced as the
base in the join forms, and wondering if Developer studio offers the
same feature.

Thanks,

Andrew.

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Re: BMC Remedy Action Request System Wikipedia page is set to be deleted

[Jose Huerta]

HI all,

Yes, I'm Jose_Piratilla. So, I'm sorry for tagging this list as obsolete. I
wrote it when I was trying to connect to ARS lists, and I was unable. Also
all ARS lists posts available on the Internet that I found were about two
years ago, so I though that the list was obsolete. Later, when Misi told me
that the list was alive I forgot to rollback my edition.

Ok, I've made a complete review of the BMC ARS article. Connect and modify
it. I think that current version is better, but, I make mistakes!

Regards,

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, Jun 1, 2012 at 1:38 AM, Matt Laurenceau
wrote:

> **
> Thanks Joe and all, great to have a thriving community :)
>
> Calling it a day in my side,
>
> Matt
>
> On 31 mai 2012, at 22:36, Nancy Tietz  wrote:
>
> **
>
> At the bottom of the Wiki you can rate the page… giving a rating is
> proving that somebody is looking at it at least.
>
>
>
> *From:* Action Request System discussion list(ARSList) 
> [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Easter, David
> *Sent:* Thursday, May 31, 2012 4:34 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: BMC Remedy Action Request System Wikipedia page is set to
> be deleted
>
>
>
> **
>
> One of the things I’d thought of that could be done would be to enter some
> of the information presented at the last WWRUG keynote in terms of
> history.   I notice that the Remedy Corp page is not at risk and it’s
> mainly just history – so perhaps updating the AR System page with
> additional content like that would be enough.  If a WWRUG owner could do
> that, I think it’d go a long way.
>
>
>
> -David J. Easter
>
> Manager of Product Management, AR System
>
> BSM & Atrium Solutions Management
>
> 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 *Joe Martin D'Souza
> *Sent:* Thursday, May 31, 2012 1:30 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: BMC Remedy Action Request System Wikipedia page is set to
> be deleted
>
>
>
> **
>
> I just added a couple of things after creating a new wiki account.. Wiki
> is one of the SN sites I had stayed away from... nothing significantly
> important but I modified the AR object list section with menus, web
> services and flashboard objects...
>
>
>
> What are they really looking for to keep the page alive??
>
>
>
> Joe
>
>
>
> *From:* matt.laurenc...@gmail.com
>
> *Sent:* Thursday, May 31, 2012 4:21 PM
>
> *Newsgroups:* public.remedy.arsystem.general
>
> *To:* arslist@ARSLIST.ORG
>
> *Subject:* Re: OT: BMC Remedy Action Request System Wikipedia page is set
> to be deleted
>
>
>
> ** ** Thanks all for the heads up.
> Competition can mess up such pages if the community doesn't stand up.
>
> Who *outside of BMC* could please update this Wikipedia page with a couple
> of facts, so that it is not deleted?
>
> Thanks,
>
> ~ Matt Laurenceau
> Sr Community Ambassador, BMC Communities
> http://bit.ly/MattProfiles
> Skype: matt.laurenceau
>
> - Reply message -
> From: "Pat Zandi" < remedy...@gmail.com>
> To: < arslist@ARSLIST.ORG>
> Subject: OT: BMC Remedy Action Request System Wikipedia page is set to be
> deleted
> Date: Thu, May 31, 2012 20:04
>
>
>
> Wikipedia is managed by people who want you to think like them and money
> talks as well as when it fits my way of thinking
>
>
> Sent from my iPhone
>
>
> On May 31, 2012, at 12:50, Jason Miller < 
> jason.mil...@gmail.com> wrote:
>
>  ** I was playing with Google BBS 
> terminaland landed on the ARS Wikipedia 
> page.  I was surprised to see a warning
> that the page will be deleted on June 5th.
>
>
>
> Also interesting on Dec 27 2011 "*Removed ARSList because it is obsolete.*
> "
>
>
>
> 

Re: Changing Support Group Group Names

[Lyle Taylor]

Doesn't that field actually store the group ID rather than the name?  If so, 
then it _shouldn't_ matter.  I customized our suite to make the group names 
match the support group names (caveat - I'm on an older version of the suite).  
We were not using any custom row-level security, but otherwise have not seen 
any issues with the change with the exception that the intermediate form 
between the support group and group (CTM:SYS-Access Permission Grps, I think) 
has a 30 character limit on group name length, and CTM:Support Group is 60.  We 
didn't make the one field larger, so that effectively limits our support group 
names to 30 characters.

Lyle

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso
Sent: Tuesday, June 05, 2012 12:59 PM
To: arslist@ARSLIST.ORG
Subject: Changing Support Group Group Names

ARS 764 sp2

Does anyone know if changing the group name on a Group record that is related 
to a support group would cause issues with ARS/ITSM? We are using row level 
security (Field 112) on a few forms and having a 10 digit number show in the 
Assigned Group menu field is difficult to work with.

Thank you

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Re: Check if the form is a base form using Developer Studio

[Andrew Fremont]

I checked around, but couldn't find where to turn it on.
The current setting on our server is "Record Object Relationship". It could
be obvious, but somehow I haven't been able to find it yet...

Thanks

On Tue, Jun 5, 2012 at 2:10 PM, Longwing, LJ CTR MDA/IC <
lj.longwing@mda.mil> wrote:

> If I'm not mistaken, if you have references turned on, you can right click
> on the form and get the references, and it should show you that it's used
> in a join :)
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Andrew Fremont
> Sent: Tuesday, June 05, 2012 3:05 PM
> To: arslist@ARSLIST.ORG
> Subject: Check if the form is a base form using Developer Studio
>
> ** Hi All,
>
> I remember with IT Master, we can check if the form is referenced as the
> base in the join forms, and wondering if Developer studio offers the same
> feature.
>
> Thanks,
>
> Andrew.
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
> ___
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Re: Product Catalog

[Goodall, Andrew C]

Are they selected for the Configuration/Asset Management module in the
product company relationship form?

If not...

 

In windows user client Go to:

-   Application Administration Console (standard config)

-   View Products

-   Search products recently submitted and review them

-   Highlight all applicable rows

-   Actions / Modify All

-   Select "Configuration/Asset Management" under application
modules and save.

 

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 KathyMorris
Sent: Tuesday, June 05, 2012 4:40 PM
To: arslist@arslist.org
Subject: Product Catalog

 

** 

Hi,

 

I installed the product catalog April Update, and I can see the data in
the product catalog console, however the data is not showing in the
applications (i.e. Asset Management).

For example, when I select "Manufacturer" - I see all the manufacturers
now.

Is there something that I am supposed to do to get the data to display
in the Asset Management Console?

For example, when I select:

Tier 1 = Network

Tier 2 = Router

Tier 3 = Access Router

 

Then I go to select the "Product Name" and no value displays.

 

 

 

 

 

 

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

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unauthorized, and any review, dissemination,distribution or copying of this 
message including any attachments is strictly prohibited. If you are notthe 
intended recipient, please contact the sender and delete the material from any 
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ITSM Product Assignment administration

[Goodall, Andrew C]

 

Our Service Desk is having some heartache with getting incidents
assigned to the correct engineering group for infrastructure products.
They want to use product assignments but dread maintaining them.

 

Today we have product assignments built mainly for business applications
for our Application, Support and Maintenance support groups - there's
only a few hundred of these.

 

But there are thousands of infrastructure products, and nearly 100
engineering type support groups.

 

Besides using the OOTB ITSM product assignment administration, does
anyone have recommendations on best approaches to maintain this data.
Are there any third party tools / apps, do you just use the OOTB admin,
or did you create a custom admin app.

 

Perhaps in a small to medium business this wouldn't be too much trouble,
but in a large enterprise it's a headache.

 

My initial thought was to create a custom admin display form to let
support group managers pick which defined products they are responsible
for, and create workflow to create the assignment records on the
backside.

 

We prefer COTS solutions if there are any.

 

Regards,

 

Andrew C. Goodall

Software Engineer

Development Services

ago...@jcpenney.com

jcpenney

6501 Legacy Drive

Plano, TX 75024

jcp.com

 

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the intendedrecipient, 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 notthe 
intended recipient, please contact the sender and delete the material from any 
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Re: Check if the form is a base form using Developer Studio

[remedy]

ARUtilities will tell you if a form is part of a join.
Login to your server with ARUtilities
Search for the form you wish, and double-click it
When the details popup, select Cross Reference
In the Object Type column you will see Join Form

Note that the list can provide you with a lot more info than just joins

http://www.arutilities.com try for free

Hope this helps.

Les

> Hi All,
>
> I remember with IT Master, we can check if the form is referenced as the
> base in the join forms, and wondering if Developer studio offers the same
> feature.
>
> Thanks,
>
> Andrew.
>
> ___
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Product Catalog

[KathyMorris]

Hi,

 

I installed the product catalog April Update, and I can see the data in the
product catalog console, however the data is not showing in the applications
(i.e. Asset Management).

For example, when I select "Manufacturer" - I see all the manufacturers now.

Is there something that I am supposed to do to get the data to display in
the Asset Management Console?

For example, when I select:

Tier 1 = Network

Tier 2 = Router

Tier 3 = Access Router

 

Then I go to select the "Product Name" and no value displays.

 

 

 

 

 

 


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Re: Check if the form is a base form using Developer Studio

[Longwing, LJ CTR MDA/IC]

If I'm not mistaken, if you have references turned on, you can right click on 
the form and get the references, and it should show you that it's used in a 
join :)

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew Fremont
Sent: Tuesday, June 05, 2012 3:05 PM
To: arslist@ARSLIST.ORG
Subject: Check if the form is a base form using Developer Studio

** Hi All,

I remember with IT Master, we can check if the form is referenced as the base 
in the join forms, and wondering if Developer studio offers the same feature.

Thanks,

Andrew.
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Check if the form is a base form using Developer Studio

[Andrew Fremont]

Hi All,

I remember with IT Master, we can check if the form is referenced as the
base in the join forms, and wondering if Developer studio offers the same
feature.

Thanks,

Andrew.

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Re: Bespoke Application Development... Any Suggestions? [I]

[Longwing, LJ CTR MDA/IC]

Paul,
That's a tough one, truly.  You have two challenges in this arena.

1 - Build another ITIL based solution (there are two that I think of off the 
top of my head already well established in the market)
2 - Build another system that does something entirely different or something 
that is a good add on to the existing solutions that they don't provide

The problem with the first option is that you are going up against two well 
established companies that already control the market.  I would almost equate 
this to the Linux effort in the OS marketwhile it is a good option, trying 
to unseat MS and Apple is a tough nut to crack even on a good day.

Your other option of writing something entirely different comes with several 
hurdles you will need to figure out how to jump over.  First and foremost, you 
need to either find a hole that needs to be filled, or create an entirely new 
need for a tool (both can be equally daunting).  Then you need to fill that 
hole with a solution, which may be easy or difficult depending on the size of 
it.  Thirdly, and this may be the hardest of all 3, and a problem for both 
options...you need to market your solution to as many people as possible, and 
possibly survive the ridicule of this list.

That's all if you are looking to build a solution that you want to sell.  If 
you are instead wanting to just sell your sword (as it were), then that is 
really what our entire market is, and what we all do on a daily basis, this is 
what we consider 'our job'.  This is the process of finding a client that needs 
something done and providing them the solution.  A vast majority of our 
industry is tied up in either setting up the ITSM Suite and migrating people 
from earlier versions, or making the ITSM suite do what it was intended to do 
in the first place but fell short of accomplishing, or customizing it to do 
additional things that the vendor (BMC) didn't intend off the bat.

I wish you the best of luck in your endeavors :)

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Paul Nicolaides
Sent: Tuesday, June 05, 2012 2:40 PM
To: arslist@ARSLIST.ORG
Subject: Bespoke Application Development... Any Suggestions? [I]

** Classification: For internal use only

All, 

I am thinking of creating a bespoke application suite using the Remedy 7.6.04 
dev environment with a view to licensing it to companies. Realise there is a 
wealth of experience in this group so was wondering if anyone has i) any 
ideas/suggestions for a type of application suite (asset management... CRM... 
etc etc)  or ii) knows of any company (of any size) who would like a quote for 
some quality bespoke development work. 

Feel free to send me any comments or thoughts 

 

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Re: Future of the AR System and Web Services...

[Axton]

Maybe I am missing something then.  How do I go about creating a web
service that provides the following information (for arguments sake, let's
say that it takes an input parameter of incident id):


  



  
  




  


Not necessarily in that exact format, but containing that type of content.
 I was able to do those kinds of things with JSS XML Gateway, but not with
the native Remedy web services.

Axton Grams

On Tue, Jun 5, 2012 at 1:08 AM, Grooms, Frederick W <
frederick.w.gro...@xo.com> wrote:

> Axton,
> I have created services that accept lists of data for creation of data.
>  Instead of mapping the primary form to the root you map it to the first
> element (just like you map a sub-form to a service).
>
> I have also done ones that return lists and complex constructs.
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Axton
> Sent: Tuesday, June 05, 2012 12:14 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Future of the AR System and Web Services...
>
> I don't believe the current design is flawed, it is just limited and
> should be expanded.  Think of the types of things one should be capable of
> doing with web services in the following situations (which AR lends itself
> to):
> - publish simple services for outside applications to consume (e.g.,
> return ticket details)
> - consume simple services from outside applications (e.g., zip code lookup)
>
> Now the current design can handle the above two scenarios for the most
> part, though the limitations Joe mentions are definitely... limiting.  Now
> consider the way web services are used in a SOA implementation:
> - publish services to return complex constructs (e.g., incident, with
> relationships, with work log entries, etc.)
> - publish services to return lists (all open incidents, based on some
> search criteria)
> - publish services that accepts lists of data (e.g., create 20 incidents)
> - publish services that accept complex data (e.g., create a CI with
> relationships, work info records, incident relationships, etc.)
>
> In these scenarios, AR does not do so well.  Now consider these scenarios:
> - drive the contents of a drop-down menu using data provided by an
> external web service
> - perform a lookup from an external web service using 1 of N filtering
> criteria, and handle the results in a way that are usable (e.g., search for
> a person based on last name and 20 results are returned)
>
> Whoever is driving the ship, I would encourage them to look hard at where
> SOA is going and how that fits into the AR and ITSM paradigms.  There are a
> lot of things that I wish could integrate easily with ITSM through web
> services and it would be even nicer if ITSM could plug into a SOA framework
> in a way that immediately exposes the full capabilities of AR to the
> greater ecosystem of applications that relate to ITIL functions.  The
> integration points have to consider the various user elements of how to
> consume and present information.  If anything, I think that is where the
> current design is weak.  Consider all the places where a web service could
> be handy:
> - search for data and present it as AR is accustomed to presenting lists
> of data (set fields list, table field)
> - present data in the UI (menus, type-ahead, tooltips)
> - and many more
>
> My 2 cents.
>
> Axton Grams
>
> -Original Message-
> On Mon, Jun 4, 2012 at 11:01 PM, Joe Martin D'Souza  wrote:
>
> Apart from arrays which is an age old limitation with the way the AR
> System can handle data, there were other limitations discussed in the
> integration guide (unsupported constructs), which sometimes cause problems
> with some web services. I do understand that the limitation of arrays can
> only be addressed after the system is made capable of handling them, but
> there are other limitations that in my opinion could be addressed with the
> system in its current state. It is possible to overcome some of these
> limitations by tweaking the filters after they have been created and saved,
> which means that it is possible to fix these limitations. I could give you
> a specific example of a case I faced off the list if you are interested. I
> wasn't dealing with arrays, but a single row transaction. The filter
> generated a incorrect SOAP envelop, which according to BMC Support was
> because of unsupported constructs used in the WSDL (which is documented on
> the integration guide). However it was possible to edit the definitions to
> modify that envelop and correct an incorrect namespace and resolve the
> problem.
>
> Personally I feel that the design on how the web service filters are
> created may need to be reviewed. A developer cannot see the SOAP envelop
> that the filter creates - he is exposed only the mappings. I think if a
> developer had the ability to 'view' the envelope (just like you can view
> the wsdl if when created in the developer), an

Solution.: When the xml is generated. It is not inputting the correct Named operation (element name).

[Dee]

This maybe a bug in the tool,

Its all about how you create the WS. 

If you right on a form, to create WS. Eventhough, you can modify the
generated WS Named Port or Operations from the defaults Port, Create,
GetList, Get, etc; the xml named element will not reflect the change. So you
php (how you are consuming the remedy ws) will need to modify the name
element.


However, if from start you build the ws, by creating new ws, adding from,
add operation, thru this process - the name element will be generated
correcting in xml.
http://ars-action-request-system.1093659.n2.nabble.com/file/n757/Capture.jpg
 


Dee

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Potential improvement to Mid Tier memory management

[John Baker]

Andrew

I haven't put it through serious testing; I was bringing it up incase 
ARSlisters wanted to see if there was an improvement given Mid Tier 
memory management is a constant complaint.



John

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Re: When the xml is generated. It is not inputting the correct Named operation (element name).

[Dee]

Can anyone tell why, in the envelop the I have to modify it..

  TO   

Image of the WS,
http://ars-action-request-system.1093659.n2.nabble.com/file/n7579997/Capture.jpg
 

The change made,

http://schemas.xmlsoap.org/soap/envelope/";
xmlns:urn="urn:WS_HM_MobilitySolution">
   
  
 ?
 ?
 
 ?
 
 ?
 
 ?
  
   
   
  
 ?
 ?
 ?
  
   



This is original soap envelope,

http://schemas.xmlsoap.org/soap/envelope/";
xmlns:urn="urn:WS_HM_MobilitySolution">
   
  
 ?
 ?
 
 ?
 
 ?
 
 ?
  
   
   
  
 ?
 ?
 ?
  
   



This is the xml,

   
- http://schemas.xmlsoap.org/wsdl/soap/";
xmlns:soapenc="http://schemas.xmlsoap.org/soap/encoding/";
xmlns:wsdl="http://schemas.xmlsoap.org/wsdl/";
xmlns:xsd="http://www.w3.org/2001/XMLSchema";>
- 
- 
   
- 
- 
   
   
   
  
  
   
- 
- 
   
   
   
   
   
  
  
- 
- 
   
   
  
  
   
- 
- 
   
   
   
   
   
  
  
  
  
- 
   
  
- 
   
  
- 
   
  
- 
- 
   
   
  
  
- 
  http://schemas.xmlsoap.org/soap/http"; /> 
- 
   
- 
   
   
  
- 
   
  
  
  
- 
- 
  http://WS_HM_MobilitySolution"; /> 
  
  
  

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Changing Support Group Group Names

[Frank Caruso]

ARS 764 sp2

Does anyone know if changing the group name on a Group record that is related 
to a support group would cause issues with ARS/ITSM? We are using row level 
security (Field 112) on a few forms and having a 10 digit number show in the 
Assigned Group menu field is difficult to work with.

Thank you

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Re: Potential improvement to Mid Tier memory management

[Goodall, Andrew C]

John & other listers,

Have any of you experienced performance improvements to midtier by upgrading to 
Java 7 update 4 with the option: -XX:+UseG1GC

Regards,
 
Andrew C. Goodall
Software Engineer
Development Services
ago...@jcpenney.com
T 972.431.1518
F 972.431.1027
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 John Baker
Sent: Friday, May 18, 2012 6:09 AM
To: arslist@ARSLIST.ORG
Subject: Potential improvement to Mid Tier memory management

Hello,

Oracle have recently released Java 7 update 4. The release notes claim
their new Garbage Collector (Garbage First, G1) is fully supported and
the long term replacement for the legacy Java GC. Oracle tout this as a
much better solution for server side applications with large data sets,
ie Mid Tier caching ITSM workflow.

So for those of you running huge heap sizes on Mid Tier, you may want to
evaluate Java 7u4 and the new GC. You can find the Java options here:

http://www.oracle.com/technetwork/java/javase/tech/vmoptions-jsp-140102.html#G1Options

ie -XX:+UseG1GC


John
-- 
SSO Plugin for HP, BMC, SAP and more.
http://www.javasystemsolutions.com/jss/ssoplugin

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Re: Production changes (spin-off of RE: Effects of flushing midtier cache)

[David Durling]

So for one of our more complicated forms, I'd probably keep exports down to < 
500 objects by exporting active links & filters separately.  Maybe that should 
do it.

Thanks,

David

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C
Sent: Tuesday, June 05, 2012 10:24 AM
To: arslist@ARSLIST.ORG
Subject: Re: Production changes (spin-off of RE: Effects of flushing midtier 
cache)

**
Good point :)

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 
Rick Cook
Sent: Tuesday, June 05, 2012 9:23 AM
To: arslist@arslist.org
Subject: Re: Production changes (spin-off of RE: Effects of flushing midtier 
cache)

**

True, Andrew, but it will still be tying up the Admin thread.

Rick
On Jun 5, 2012 10:21 AM, "Goodall, Andrew C" 
mailto:ago...@jcp.com>> wrote:
Exporting - no, not to my knowledge. Ideally your admin ARS server should not 
be forward facing to end users anyway.

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 David 
Durling
Sent: Tuesday, June 05, 2012 9:18 AM
To: arslist@arslist.org
Subject: Re: Production changes (spin-off of RE: Effects of flushing midtier 
cache)

Hi, a follow-up question on this old thread:

Would you all consider exporting a def file from a production system something 
that should be done in a change window?  Are there risks or possible 
performance issues associated with this?

Thanks,

David Durling
University of Georgia


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ITSM & ITBM Resources

[Jamie Robben]

SigmaTek has a number of clients who are looking for BMC Remedy ITSM and ITBM 
Resources for full-time as well as contract positions Nationwide! We have 
positions that are available immediately as well as in the future.  

Please send an updated word format resume and please include your availability, 
if you are interested in full-time or contract opportunities, and your pay 
rate/salary requirement to jrob...@stcllc.com.

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Re: Support - An open letter to BMC - surveys?

[Tommy Morris]

That's funny. It had gotten so that I was receiving a survey for almost every 
ticket closed. So much so that it was too time consuming to fill out the stupid 
thing. And take the inevitable call from the manager who would say that they 
were in a training cycle.

Sent from my HTC Inspire™ 4G on AT&T

- Reply message -
From: "Goodall, Andrew C" 
To: "arslist@ARSLIST.ORG" 
Subject: Support - An open letter to BMC - surveys?
Date: Tue, Jun 5, 2012 10:20 am



On a separate but related note...

On the ending sign off of all bmc support emails I receive it states:
" Customer feedback is very important to BMC Support and you may receive a 
survey request on this issue. I would appreciate your response to this survey 
based on the handling of this specific incident as your feedback is important 
to BMC Support and is used to assess my performance."

But I have never received a survey, since the creation of my support id, BMC 
have closed 257 issues from me.
Has anyone received one of these surveys? I was thinking that in the course of 
opening 250+ issues you think I might have received 1 survey :)



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@arslist.org] On Behalf Of pritch
Sent: Tuesday, June 05, 2012 10:10 AM
To: arslist@arslist.org
Subject: Re: Support - An open letter to BMC

We're kind of tied into having to pay for support in order to be able to get 
patches and upgrades.  So they have us by the .  There's absolutely no 
incentive (negative or positive) to improving their support.

- Original Message -
From: "Warren R. Baltimore II" 
To: arslist@ARSLIST.ORG
Sent: Tuesday, June 5, 2012 11:02:11 AM
Subject: Re: Support - An open letter to BMC

** And there lies the problem.  If we don't pay support, we lose so much.  As 
consumers of this product, we are between the proverbial Rock and a Hard Spot!


On Tue, Jun 5, 2012 at 10:57 AM, John Sundberg < john.sundb...@kineticdata.com 
> wrote:


** Until it hurts the pocketbook - NOTHING WILL BE DONE!!!.


So - question is -- how do you make it hurt the pocketbook?






-John









On Tue, Jun 5, 2012 at 8:49 AM, Pierson, Shawn < shawn.pier...@sug.com > wrote:


**



Perhaps a good alternative would be if BMC somehow made a volunteer-based 
support forum that could take the place of their offshore support.  They could 
somehow anonymize the contact data to where you don’t actually know who the 
person you are dealing with is, and they could use this new gamification trend 
to pay the volunteers based on what happens.



For example, pay a small fee to people who resolve a certain type of issue 
quickly by leveraging the knowledge base.  You get paid more if you solve an 
issue that isn’t in the knowledge base and you submit a knowledge base entry 
that is approved by a BMC technical rep of some sort.  Identifying new defects 
in the product (also requiring a technical approval) results in a certain 
amount of pay, while solving that defect with a working hotfix results in a 
larger amount.  There would also be customer support surveys like BMC used to 
do, which would also be used as a factor in how much the individual makes 
(which should also ensure the person working on the issue is timely and 
courteous.)



This would allow BMC to mostly get rid of Tier 1 for web-based non-critical 
tickets, and it would get them access to better people who may otherwise have 
day jobs that just want to solve issues for a bit of extra cash after hours.



Thanks,



Shawn Pierson

Remedy Developer | Energy Transfer





From: Action Request System discussion list(ARSList) [mailto: 
arslist@ARSLIST.ORG ] On Behalf Of Warren R. Baltimore II
Sent: Tuesday, June 05, 2012 7:43 AM
To: arslist@ARSLIST.ORG
Subject: Support - An open letter to BMC



**




Once again, I have submitted a ticket that has an abundance of information 
regarding my problem.





It lists the ARS version and patch


It lists the Server type and OS


It lists the Db and version


It gives a succinct description of the issue





I then received a response almost 45 minutes later (which I was quite pleased 
with!  Quick Turn around!)





After reading the response, I was tempted to buy a ticket to wherever the hell 
support was and deliver my feelings in person!





Response follows:





Hi Warren,

Thank you for contacting BMC Remedy Support.

Our goal at BMC is to provide you with an excellent customer service 
experience. If for any reason you feel this issue is not progressing properly, 
please discuss it with me or feel free to contact our Support Manager 
* at  @ bmc .com

I am ** and I shall be assisting you with this issue.

This mail is regarding Issue "ISS03967224"with issue summary as: "I am unable 
to search for a join of 3 forms utilizing the Request ID field."

-
Thanks for the initial information.

I tried to call you unfort

Re: Show all fields regardless of view

[Longwing, LJ CTR MDA/IC]

:)...I know that's an option, but I tend to like to run the same version/patch 
of Dev Studio as the Server because of general best practices, as well as 
problems I've personally experienced in the past with mix/match admin/dev 
studio with server :)

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C
Sent: Tuesday, June 05, 2012 9:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: Show all fields regardless of view

Download dev studio 7.6.04sp3 - you can still use this with ARS Server 7.5, 
you'll just have you set it to base mode only.

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 Longwing, LJ CTR MDA/IC
Sent: Tuesday, June 05, 2012 10:54 AM
To: arslist@arslist.org
Subject: Re: Show all fields regardless of view

Any idea what version that option becomes available?  I'm running 7.5P7 at the 
moment and don't see that option.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C
Sent: Tuesday, June 05, 2012 9:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: Show all fields regardless of view

Do you mean in DevStudio - pull up form, go to Outline, in top right of outline 
tab click the icon called "Show Fields not in view"

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 Longwing, LJ CTR MDA/IC
Sent: Tuesday, June 05, 2012 10:30 AM
To: arslist@arslist.org
Subject: Show all fields regardless of view

I remember seeing on the list a few months ago a 'trick' to show all fields of 
a form, regardless of if it's on a view or not...but I can't find that post.  
Anyone?

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Re: Question : Remedy Migrator.

[Steve McConnell]

I am currently migrating data from 7.5 to 7.6
If versions are the same the mapping is simple, just automap.
If versions are not the same, you will need to map the fields manually.
But it will migrate from different versions.

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Re: Show all fields regardless of view

[Goodall, Andrew C]

Download dev studio 7.6.04sp3 - you can still use this with ARS Server 7.5, 
you'll just have you set it to base mode only.

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 Longwing, LJ CTR MDA/IC
Sent: Tuesday, June 05, 2012 10:54 AM
To: arslist@arslist.org
Subject: Re: Show all fields regardless of view

Any idea what version that option becomes available?  I'm running 7.5P7 at the 
moment and don't see that option.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C
Sent: Tuesday, June 05, 2012 9:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: Show all fields regardless of view

Do you mean in DevStudio - pull up form, go to Outline, in top right of outline 
tab click the icon called "Show Fields not in view"

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 Longwing, LJ CTR MDA/IC
Sent: Tuesday, June 05, 2012 10:30 AM
To: arslist@arslist.org
Subject: Show all fields regardless of view

I remember seeing on the list a few months ago a 'trick' to show all fields of 
a form, regardless of if it's on a view or not...but I can't find that post.  
Anyone?

___
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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: Show all fields regardless of view

[Longwing, LJ CTR MDA/IC]

Any idea what version that option becomes available?  I'm running 7.5P7 at the 
moment and don't see that option.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C
Sent: Tuesday, June 05, 2012 9:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: Show all fields regardless of view

Do you mean in DevStudio - pull up form, go to Outline, in top right of outline 
tab click the icon called "Show Fields not in view"

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 Longwing, LJ CTR MDA/IC
Sent: Tuesday, June 05, 2012 10:30 AM
To: arslist@arslist.org
Subject: Show all fields regardless of view

I remember seeing on the list a few months ago a 'trick' to show all fields of 
a form, regardless of if it's on a view or not...but I can't find that post.  
Anyone?

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 
www.wwrug12.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.

___
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When the xml is generated. It is not inputting the correct Named operation (element name).

[Dee]

Hello List,

Unix 6.1
Oracle 10g
MT 7.5p4
ARS 7.5P4

In Dev Studio (BMC Remedy Developer Studio Version: 7.5.00 Patch 007 ), I'm
creating a webservice. When the xml is generated. It is not inputting the
correct Named operation (element name).

I have tried export def, modify and reimport - to see if will overwrite but
no luck.


This  xml except 


- 
- 
   
- 
- 
   
   
   
  
  
   
- 
- 
   
   
   
   
   
  

should be .. 


- 
- 
   
- 
- 
   
   
   
  
  
   
- 
- 
   
   
   
   
   
  



--
View this message in context: 
http://ars-action-request-system.1093659.n2.nabble.com/When-the-xml-is-generated-It-is-not-inputting-the-correct-Named-operation-element-name-tp7579986.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: Show all fields regardless of view

[Goodall, Andrew C]

Do you mean in DevStudio - pull up form, go to Outline, in top right of outline 
tab click the icon called "Show Fields not in view"

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 Longwing, LJ CTR MDA/IC
Sent: Tuesday, June 05, 2012 10:30 AM
To: arslist@arslist.org
Subject: Show all fields regardless of view

I remember seeing on the list a few months ago a 'trick' to show all fields of 
a form, regardless of if it's on a view or not...but I can't find that post.  
Anyone?

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.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.

___
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attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"

Show all fields regardless of view

[Longwing, LJ CTR MDA/IC]

I remember seeing on the list a few months ago a 'trick' to show all fields of 
a form, regardless of if it's on a view or not...but I can't find that post.  
Anyone?

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"

Re: Support - An open letter to BMC - surveys?

[David Durling]

I've received several surveys.  (I admit I've only responded to some, though.)

David Durling
University of Georgia

> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C
> Sent: Tuesday, June 05, 2012 11:22 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Support - An open letter to BMC - surveys?
> 
> On a separate but related note...
> 
> On the ending sign off of all bmc support emails I receive it states:
> " Customer feedback is very important to BMC Support and you may receive
> a survey request on this issue. I would appreciate your response to this
> survey based on the handling of this specific incident as your feedback is
> important to BMC Support and is used to assess my performance."
> 
> But I have never received a survey, since the creation of my support id, BMC
> have closed 257 issues from me.
> Has anyone received one of these surveys? I was thinking that in the course
> of opening 250+ issues you think I might have received 1 survey :)
> 
> 
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@arslist.org] On Behalf Of pritch
> Sent: Tuesday, June 05, 2012 10:10 AM
> To: arslist@arslist.org
> Subject: Re: Support - An open letter to BMC
> 
> We're kind of tied into having to pay for support in order to be able to get
> patches and upgrades.  So they have us by the .  There's absolutely no
> incentive (negative or positive) to improving their support.
> 
> - Original Message -
> From: "Warren R. Baltimore II" 
> To: arslist@ARSLIST.ORG
> Sent: Tuesday, June 5, 2012 11:02:11 AM
> Subject: Re: Support - An open letter to BMC
> 
> ** And there lies the problem.  If we don't pay support, we lose so much.  As
> consumers of this product, we are between the proverbial Rock and a Hard
> Spot!
> 
> 
> On Tue, Jun 5, 2012 at 10:57 AM, John Sundberg <
> john.sundb...@kineticdata.com > wrote:
> 
> 
> ** Until it hurts the pocketbook - NOTHING WILL BE DONE!!!.
> 
> 
> So - question is -- how do you make it hurt the pocketbook?
> 
> 
> 
> 
> 
> 
> -John
> 
> 
> 
> 
> 
> 
> 
> 
> 
> On Tue, Jun 5, 2012 at 8:49 AM, Pierson, Shawn < shawn.pier...@sug.com >
> wrote:
> 
> 
> **
> 
> 
> 
> Perhaps a good alternative would be if BMC somehow made a volunteer-
> based support forum that could take the place of their offshore
> support.  They could somehow anonymize the contact data to where you
> don’t actually know who the person you are dealing with is, and they could
> use this new gamification trend to pay the volunteers based on what
> happens.
> 
> 
> 
> For example, pay a small fee to people who resolve a certain type of issue
> quickly by leveraging the knowledge base.  You get paid more if you solve an
> issue that isn’t in the knowledge base and you submit a knowledge base
> entry that is approved by a BMC technical rep of some sort.  Identifying new
> defects in the product (also requiring a technical approval) results in a 
> certain
> amount of pay, while solving that defect with a working hotfix results in a
> larger amount.  There would also be customer support surveys like BMC used
> to do, which would also be used as a factor in how much the individual makes
> (which should also ensure the person working on the issue is timely and
> courteous.)
> 
> 
> 
> This would allow BMC to mostly get rid of Tier 1 for web-based non-critical
> tickets, and it would get them access to better people who may otherwise
> have day jobs that just want to solve issues for a bit of extra cash after
> hours.
> 
> 
> 
> Thanks,
> 
> 
> 
> Shawn Pierson
> 
> Remedy Developer | Energy Transfer
> 
> 
> 
> 
> 
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG ] On Behalf Of Warren R. Baltimore II
> Sent: Tuesday, June 05, 2012 7:43 AM
> To: arslist@ARSLIST.ORG
> Subject: Support - An open letter to BMC
> 
> 
> 
> **
> 
> 
> 
> 
> Once again, I have submitted a ticket that has an abundance of information
> regarding my problem.
> 
> 
> 
> 
> 
> It lists the ARS version and patch
> 
> 
> It lists the Server type and OS
> 
> 
> It lists the Db and version
> 
> 
> It gives a succinct description of the issue
> 
> 
> 
> 
> 
> I then received a response almost 45 minutes later (which I was quite
> pleased with!  Quick Turn around!)
> 
> 
> 
> 
> 
> After reading the response, I was tempted to buy a ticket to wherever the
> hell support was and deliver my feelings in person!
> 
> 
> 
> 
> 
> Response follows:
> 
> 
> 
> 
> 
> Hi Warren,
> 
> Thank you for contacting BMC Remedy Support.
> 
> Our goal at BMC is to provide you with an excellent customer service
> experience. If for any reason you feel this issue is not progressing properly,
> please discuss it with me or feel free to contact our Support Manager
> * at  @ bmc .com
> 
> I am ** and I shall be assisting you with this issue.
> 
> This mail is regardi

Re: Support - An open letter to BMC - surveys?

[Goodall, Andrew C]

On a separate but related note...

On the ending sign off of all bmc support emails I receive it states:
" Customer feedback is very important to BMC Support and you may receive a 
survey request on this issue. I would appreciate your response to this survey 
based on the handling of this specific incident as your feedback is important 
to BMC Support and is used to assess my performance."

But I have never received a survey, since the creation of my support id, BMC 
have closed 257 issues from me. 
Has anyone received one of these surveys? I was thinking that in the course of 
opening 250+ issues you think I might have received 1 survey :)
 


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@arslist.org] On Behalf Of pritch
Sent: Tuesday, June 05, 2012 10:10 AM
To: arslist@arslist.org
Subject: Re: Support - An open letter to BMC

We're kind of tied into having to pay for support in order to be able to get 
patches and upgrades.  So they have us by the .  There's absolutely no 
incentive (negative or positive) to improving their support.  

- Original Message -
From: "Warren R. Baltimore II" 
To: arslist@ARSLIST.ORG
Sent: Tuesday, June 5, 2012 11:02:11 AM
Subject: Re: Support - An open letter to BMC

** And there lies the problem.  If we don't pay support, we lose so much.  As 
consumers of this product, we are between the proverbial Rock and a Hard Spot! 


On Tue, Jun 5, 2012 at 10:57 AM, John Sundberg < john.sundb...@kineticdata.com 
> wrote: 


** Until it hurts the pocketbook - NOTHING WILL BE DONE!!!. 


So - question is -- how do you make it hurt the pocketbook? 






-John 









On Tue, Jun 5, 2012 at 8:49 AM, Pierson, Shawn < shawn.pier...@sug.com > wrote: 


** 



Perhaps a good alternative would be if BMC somehow made a volunteer-based 
support forum that could take the place of their offshore support.  They could 
somehow anonymize the contact data to where you don’t actually know who the 
person you are dealing with is, and they could use this new gamification trend 
to pay the volunteers based on what happens. 

  

For example, pay a small fee to people who resolve a certain type of issue 
quickly by leveraging the knowledge base.  You get paid more if you solve an 
issue that isn’t in the knowledge base and you submit a knowledge base entry 
that is approved by a BMC technical rep of some sort.  Identifying new defects 
in the product (also requiring a technical approval) results in a certain 
amount of pay, while solving that defect with a working hotfix results in a 
larger amount.  There would also be customer support surveys like BMC used to 
do, which would also be used as a factor in how much the individual makes 
(which should also ensure the person working on the issue is timely and 
courteous.) 

  

This would allow BMC to mostly get rid of Tier 1 for web-based non-critical 
tickets, and it would get them access to better people who may otherwise have 
day jobs that just want to solve issues for a bit of extra cash after hours.  

  

Thanks, 

  

Shawn Pierson 

Remedy Developer | Energy Transfer 


  


From: Action Request System discussion list(ARSList) [mailto: 
arslist@ARSLIST.ORG ] On Behalf Of Warren R. Baltimore II 
Sent: Tuesday, June 05, 2012 7:43 AM 
To: arslist@ARSLIST.ORG 
Subject: Support - An open letter to BMC 

  

** 




Once again, I have submitted a ticket that has an abundance of information 
regarding my problem. 


  


It lists the ARS version and patch 


It lists the Server type and OS 


It lists the Db and version 


It gives a succinct description of the issue 


  


I then received a response almost 45 minutes later (which I was quite pleased 
with!  Quick Turn around!) 


  


After reading the response, I was tempted to buy a ticket to wherever the hell 
support was and deliver my feelings in person! 


  


Response follows: 


  


Hi Warren, 

Thank you for contacting BMC Remedy Support. 

Our goal at BMC is to provide you with an excellent customer service 
experience. If for any reason you feel this issue is not progressing properly, 
please discuss it with me or feel free to contact our Support Manager 
* at  @ bmc .com 
    
I am ** and I shall be assisting you with this issue. 

This mail is regarding Issue "ISS03967224"with issue summary as: "I am unable 
to search for a join of 3 forms utilizing the Request ID field." 

- 
Thanks for the initial information. 

I tried to call you unfortunately reached VM. 

In order to fully understand the affected environment and narrow down the 
possibilities, please address the following for me: 

1) What is the AR Server version & Patch level? 
2) What is the OS and version that the Remedy environment is installed on? 
3) What database and version does the AR Server use? Is it local or remote to 
the AR Server installation? 
4) Have you upgrad

Re: Support - An open letter to BMC

[pritch]

We're kind of tied into having to pay for support in order to be able to get 
patches and upgrades.  So they have us by the .  There's absolutely no 
incentive (negative or positive) to improving their support.  

- Original Message -
From: "Warren R. Baltimore II" 
To: arslist@ARSLIST.ORG
Sent: Tuesday, June 5, 2012 11:02:11 AM
Subject: Re: Support - An open letter to BMC

** And there lies the problem.  If we don't pay support, we lose so much.  As 
consumers of this product, we are between the proverbial Rock and a Hard Spot! 


On Tue, Jun 5, 2012 at 10:57 AM, John Sundberg < john.sundb...@kineticdata.com 
> wrote: 


** Until it hurts the pocketbook - NOTHING WILL BE DONE!!!. 


So - question is -- how do you make it hurt the pocketbook? 






-John 









On Tue, Jun 5, 2012 at 8:49 AM, Pierson, Shawn < shawn.pier...@sug.com > wrote: 


** 



Perhaps a good alternative would be if BMC somehow made a volunteer-based 
support forum that could take the place of their offshore support.  They could 
somehow anonymize the contact data to where you don’t actually know who the 
person you are dealing with is, and they could use this new gamification trend 
to pay the volunteers based on what happens. 

  

For example, pay a small fee to people who resolve a certain type of issue 
quickly by leveraging the knowledge base.  You get paid more if you solve an 
issue that isn’t in the knowledge base and you submit a knowledge base entry 
that is approved by a BMC technical rep of some sort.  Identifying new defects 
in the product (also requiring a technical approval) results in a certain 
amount of pay, while solving that defect with a working hotfix results in a 
larger amount.  There would also be customer support surveys like BMC used to 
do, which would also be used as a factor in how much the individual makes 
(which should also ensure the person working on the issue is timely and 
courteous.) 

  

This would allow BMC to mostly get rid of Tier 1 for web-based non-critical 
tickets, and it would get them access to better people who may otherwise have 
day jobs that just want to solve issues for a bit of extra cash after hours.  

  

Thanks, 

  

Shawn Pierson 

Remedy Developer | Energy Transfer 


  


From: Action Request System discussion list(ARSList) [mailto: 
arslist@ARSLIST.ORG ] On Behalf Of Warren R. Baltimore II 
Sent: Tuesday, June 05, 2012 7:43 AM 
To: arslist@ARSLIST.ORG 
Subject: Support - An open letter to BMC 

  

** 




Once again, I have submitted a ticket that has an abundance of information 
regarding my problem. 


  


It lists the ARS version and patch 


It lists the Server type and OS 


It lists the Db and version 


It gives a succinct description of the issue 


  


I then received a response almost 45 minutes later (which I was quite pleased 
with!  Quick Turn around!) 


  


After reading the response, I was tempted to buy a ticket to wherever the hell 
support was and deliver my feelings in person! 


  


Response follows: 


  


Hi Warren, 

Thank you for contacting BMC Remedy Support. 

Our goal at BMC is to provide you with an excellent customer service 
experience. If for any reason you feel this issue is not progressing properly, 
please discuss it with me or feel free to contact our Support Manager 
* at  @ bmc .com 
    
I am ** and I shall be assisting you with this issue. 

This mail is regarding Issue "ISS03967224"with issue summary as: "I am unable 
to search for a join of 3 forms utilizing the Request ID field." 

- 
Thanks for the initial information. 

I tried to call you unfortunately reached VM. 

In order to fully understand the affected environment and narrow down the 
possibilities, please address the following for me: 

1) What is the AR Server version & Patch level? 
2) What is the OS and version that the Remedy environment is installed on? 
3) What database and version does the AR Server use? Is it local or remote to 
the AR Server installation? 
4) Have you upgraded your environment? If yes then from which version please 
specify? 
5) Have you done any customization? Please explain? 
6) When you are getting the error? 
7) What is the exact error message you are getting 
- 
Please send me the information at your earliest, it will help me to investigate 
issue further. 

Kindly let me know if you have any concerns on this issue. 


My response was blunt: 


  


With the exception of question 5, I answered EVERY question in the ticket.  

Question 5:  we have not upgraded. 

As to customization, lightly.  You will notice that this is a join I built! 


___ 


  


This has been indicative of support for about the last 6 or so years (whenever 
it was off shored).  Support techs seem to read from a script.  Based on what I 
was seeing, I suspect t

Re: Support - An open letter to BMC

[Warren R. Baltimore II]

And there lies the problem.  If we don't pay support, we lose so much.  As
consumers of this product, we are between the proverbial Rock and a Hard
Spot!

On Tue, Jun 5, 2012 at 10:57 AM, John Sundberg <
john.sundb...@kineticdata.com> wrote:

> ** Until it hurts the pocketbook - NOTHING WILL BE DONE!!!.
>
> So - question is -- how do you make it hurt the pocketbook?
>
>
>
> -John
>
>
>
>
> On Tue, Jun 5, 2012 at 8:49 AM, Pierson, Shawn wrote:
>
>> **
>>
>> Perhaps a good alternative would be if BMC somehow made a volunteer-based
>> support forum that could take the place of their offshore support.  They
>> could somehow anonymize the contact data to where you don’t actually know
>> who the person you are dealing with is, and they could use this new
>> gamification trend to pay the volunteers based on what happens.
>>
>> ** **
>>
>> For example, pay a small fee to people who resolve a certain type of
>> issue quickly by leveraging the knowledge base.  You get paid more if you
>> solve an issue that isn’t in the knowledge base and you submit a knowledge
>> base entry that is approved by a BMC technical rep of some sort.
>> Identifying new defects in the product (also requiring a technical
>> approval) results in a certain amount of pay, while solving that defect
>> with a working hotfix results in a larger amount.  There would also be
>> customer support surveys like BMC used to do, which would also be used as a
>> factor in how much the individual makes (which should also ensure the
>> person working on the issue is timely and courteous.)
>>
>> ** **
>>
>> This would allow BMC to mostly get rid of Tier 1 for web-based
>> non-critical tickets, and it would get them access to better people who may
>> otherwise have day jobs that just want to solve issues for a bit of extra
>> cash after hours.  
>>
>> ** **
>>
>> Thanks,
>>
>> ** **
>>
>> *Shawn Pierson *
>>
>> Remedy Developer | Energy Transfer
>>
>> ** **
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] *On Behalf Of *Warren R. Baltimore II
>> *Sent:* Tuesday, June 05, 2012 7:43 AM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Support - An open letter to BMC
>>
>> ** **
>>
>> ** 
>>
>> Once again, I have submitted a ticket that has an abundance of
>> information regarding my problem.
>>
>>  
>>
>> It lists the ARS version and patch
>>
>> It lists the Server type and OS
>>
>> It lists the Db and version
>>
>> It gives a succinct description of the issue
>>
>>  
>>
>> I then received a response almost 45 minutes later (which I was quite
>> pleased with!  Quick Turn around!)
>>
>>  
>>
>> After reading the response, I was tempted to buy a ticket to wherever the
>> hell support was and deliver my feelings in person!
>>
>>  
>>
>> Response follows:
>>
>>  
>>
>> *Hi Warren,**
>>
>> Thank you for contacting BMC Remedy Support.
>>
>> Our goal at BMC is to provide you with an excellent customer service
>> experience. If for any reason you feel this issue is not progressing
>> properly, please discuss it with me or feel free to contact our Support
>> Manager * at  <@bmc.com>@bmc.com
>>
>> I am ** and I shall be assisting you with this issue.
>>
>> This mail is regarding Issue "ISS03967224"with issue summary as: "I am
>> unable to search for a join of 3 forms utilizing the Request ID field."
>>
>> -
>> Thanks for the initial information.
>>
>> I tried to call you unfortunately reached VM.
>>
>> In order to fully understand the affected environment and narrow down the
>> possibilities, please address the following for me:
>>
>> 1) What is the AR Server version & Patch level?
>> 2) What is the OS and version that the Remedy environment is installed on?
>> 3) What database and version does the AR Server use? Is it local or
>> remote to the AR Server installation?
>> 4) Have you upgraded your environment? If yes then from which version
>> please specify?
>> 5) Have you done any customization? Please explain?
>> 6) When you are getting the error?
>> 7) What is the exact error message you are getting
>> -
>> Please send me the information at your earliest, it will help me to
>> investigate issue further.
>>
>> Kindly let me know if you have any concerns on this issue.
>>
>> *
>> My response was blunt:
>>
>>  
>>
>> *With the exception of question 5, I answered EVERY question in the
>> ticket.  **
>>
>> Question 5:  we have not upgraded.
>>
>> As to customization, lightly.  You will notice that this is a join I
>> built!*
>>
>> ___
>>
>>  
>>
>> This has been indicative of support for about the last 6 or so years
>> (whenever it was off shored).  Support techs seem to read from a script.
>> Based on what I was seeing, I suspect that this part

Re: EXTERNAL: Re: I am unable to search against the Request ID of a 3 form join.

[Warren R. Baltimore II]

They are the same as the form it is based on that works on my production
server.  It really seems to be a server issue.  The error is the
following:  ARERR [101] Entry ID parameter value is longer than the maximum
allowed length

It feels like Remedy is interpreting the 47 character Request ID as just
too long.  If I do a search on ONLY the first 15 characters of the ID, it
does pull back all appropriate tickets.

On Tue, Jun 5, 2012 at 10:49 AM, Reiser, John J wrote:

> **
>
> Warren,
>
> I know you should know this but  are the permissions set
> correctly for each form and Request-id field?
>
> Can you see the record you want by using a different search field?
>
> Thank you,
>
> ---
> John J. Reiser
> Remedy Developer/Administrator 
>
> Senior Software Development Analyst
> Lockheed Martin - MS2
> The star that burns twice as bright burns half as long.
> Pay close attention and be illuminated by its brilliance. - paraphrased by
> me 
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Warren R. Baltimore II
> *Sent:* Tuesday, June 05, 2012 8:46 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* EXTERNAL: Re: I am unable to search against the Request ID of
> a 3 form join.
>
> ** **
>
> ** 
>
> You are able to search a join request ID in that fashion.  In fact, I do
> it all the time!  It works on my production server (which is at a lower
> patch level (6.3 patch 16).
>
>  
>
> There are work arounds, and I suspect that I will have to utilize them.  *
> ***
>
>  
>
> Thanks for the quick replies!
>
> On Tue, Jun 5, 2012 at 8:37 AM, Misi Mladoniczky  wrote:
>
> Hi,
>
> I do not think that you can search directly in a Join-request-id like
> that. Some clients might be able to decipher the entered string though.
>
> If you look at the API, you can retrieve records, and in this case you
> supply an array of the three ids in the correct order.
>
> The simplest option, that should work across versions and clients, seems
> to be to expose all three core request id field, and do a search in these
> instead:
> ('Request ID1' = "931" AND
>  'Request ID2' = "0002548" AND
>  'Request ID3' = "0001520")
>
>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. Wouldn't you use the 'LIKE' instead of '=' in this case?  Seems like
> > Equal is not the correct operator if there are multiple Request ID's
> > within
> > the field.
> > And why would there be multiple values within the Request ID anyway?  It
> > seems to be an incorrect assumption given the error message you are
> > getting
> > anyway.
> > If you were to look at the data of your new join form, via say
> > ARUtilities'
> > SQL function (which I just love now) maybe you would see what the field
> > data looks like.
> >
> > use a SQL like this (if your database is MS SQL Server)
> >
> > SELECT Request_ID,someotherfield, another_field FROM My_Join_Form
> >
> > and see what it looks like.  I'm not online right now so I can't test it
> > on
> > a join form for you.  plus I'm not on the same version...
> > Hope this helps anyway.  :)
> >
> >
> > On Mon, Jun 4, 2012 at 5:53 PM, Warren R. Baltimore II <
> > warrenbaltim...@gmail.com> wrote:
> >
> >> **
> >> ARS 6.3 patch 23 running on Solaris (SunOS 5.1)
> >>
> >> I have a join form that joins another join to AP:Signature.
> >>
> >> When I try to search against the Request ID using the following search:
> >> 'Request ID' = "931|0002548|0001520"
> >> I get no matching requests
> >>
> >> If I try searching directly in the field, I get:  "ARERR [101] Entry ID
> >> parameter value is longer than the maximum allowed length"
> >>
> >> I've submitted a ticket to BMC, but I thought I'd see who was faster!
> >>
> >> Any help would be most appreciated.
> >>
> >> --
> >> Warren R. Baltimore II
> >> Remedy Developer
> >> 410-533-5367
> >> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
> >
> >
> >
> >
> > --
>
> > *Nancy Tietz*
>
> > Application Systems Analyst Programmer
> > AIS - FIN / ITSM
> > Information Technology Services
> > University of Michigan
> > x30515
> >
>
> >
> ___
> > 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"
>
>
>
>
> --
> War

Re: Support - An open letter to BMC

[John Sundberg]

Until it hurts the pocketbook - NOTHING WILL BE DONE!!!.

So - question is -- how do you make it hurt the pocketbook?



-John




On Tue, Jun 5, 2012 at 8:49 AM, Pierson, Shawn wrote:

> **
>
> Perhaps a good alternative would be if BMC somehow made a volunteer-based
> support forum that could take the place of their offshore support.  They
> could somehow anonymize the contact data to where you don’t actually know
> who the person you are dealing with is, and they could use this new
> gamification trend to pay the volunteers based on what happens.
>
> ** **
>
> For example, pay a small fee to people who resolve a certain type of issue
> quickly by leveraging the knowledge base.  You get paid more if you solve
> an issue that isn’t in the knowledge base and you submit a knowledge base
> entry that is approved by a BMC technical rep of some sort.  Identifying
> new defects in the product (also requiring a technical approval) results in
> a certain amount of pay, while solving that defect with a working hotfix
> results in a larger amount.  There would also be customer support surveys
> like BMC used to do, which would also be used as a factor in how much the
> individual makes (which should also ensure the person working on the issue
> is timely and courteous.)
>
> ** **
>
> This would allow BMC to mostly get rid of Tier 1 for web-based
> non-critical tickets, and it would get them access to better people who may
> otherwise have day jobs that just want to solve issues for a bit of extra
> cash after hours.  ** **
>
> ** **
>
> Thanks,
>
> ** **
>
> *Shawn Pierson *
>
> Remedy Developer | Energy Transfer
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Warren R. Baltimore II
> *Sent:* Tuesday, June 05, 2012 7:43 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Support - An open letter to BMC
>
> ** **
>
> ** 
>
> Once again, I have submitted a ticket that has an abundance of information
> regarding my problem.
>
>  
>
> It lists the ARS version and patch
>
> It lists the Server type and OS
>
> It lists the Db and version
>
> It gives a succinct description of the issue
>
>  
>
> I then received a response almost 45 minutes later (which I was quite
> pleased with!  Quick Turn around!)
>
>  
>
> After reading the response, I was tempted to buy a ticket to wherever the
> hell support was and deliver my feelings in person!
>
>  
>
> Response follows:
>
>  
>
> *Hi Warren,**
>
> Thank you for contacting BMC Remedy Support.
>
> Our goal at BMC is to provide you with an excellent customer service
> experience. If for any reason you feel this issue is not progressing
> properly, please discuss it with me or feel free to contact our Support
> Manager * at  <@bmc.com>@bmc.com
>
> I am ** and I shall be assisting you with this issue.
>
> This mail is regarding Issue "ISS03967224"with issue summary as: "I am
> unable to search for a join of 3 forms utilizing the Request ID field."
>
> -
> Thanks for the initial information.
>
> I tried to call you unfortunately reached VM.
>
> In order to fully understand the affected environment and narrow down the
> possibilities, please address the following for me:
>
> 1) What is the AR Server version & Patch level?
> 2) What is the OS and version that the Remedy environment is installed on?
> 3) What database and version does the AR Server use? Is it local or remote
> to the AR Server installation?
> 4) Have you upgraded your environment? If yes then from which version
> please specify?
> 5) Have you done any customization? Please explain?
> 6) When you are getting the error?
> 7) What is the exact error message you are getting
> -
> Please send me the information at your earliest, it will help me to
> investigate issue further.
>
> Kindly let me know if you have any concerns on this issue.
>
> *
> My response was blunt:
>
>  
>
> *With the exception of question 5, I answered EVERY question in the
> ticket.  **
>
> Question 5:  we have not upgraded.
>
> As to customization, lightly.  You will notice that this is a join I built!
> *
>
> ___
>
>  
>
> This has been indicative of support for about the last 6 or so years
> (whenever it was off shored).  Support techs seem to read from a script.
> Based on what I was seeing, I suspect that this particular tech was reading
> only the description in a notification and not from the actual support
> request.
>
>  
>
> I don't think I blame the techs.  I suspect that they are all hard working
> people who get lousy pay and little training.
>
>  
>
> I remember sitting in a hall some years back (San Jose perhaps) and being
> told by BMC how it was going to be so wonderful when 

Re: EXTERNAL: Re: I am unable to search against the Request ID of a 3 form join.

[Reiser, John J]

Warren,
I know you should know this but  are the permissions set correctly for 
each form and Request-id field?
Can you see the record you want by using a different search field?
Thank you,
---
John J. Reiser
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Tuesday, June 05, 2012 8:46 AM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: Re: I am unable to search against the Request ID of a 3 form 
join.

**
You are able to search a join request ID in that fashion.  In fact, I do it all 
the time!  It works on my production server (which is at a lower patch level 
(6.3 patch 16).

There are work arounds, and I suspect that I will have to utilize them.

Thanks for the quick replies!
On Tue, Jun 5, 2012 at 8:37 AM, Misi Mladoniczky 
mailto:m...@rrr.se>> wrote:
Hi,

I do not think that you can search directly in a Join-request-id like
that. Some clients might be able to decipher the entered string though.

If you look at the API, you can retrieve records, and in this case you
supply an array of the three ids in the correct order.

The simplest option, that should work across versions and clients, seems
to be to expose all three core request id field, and do a search in these
instead:
('Request ID1' = "931" AND
 'Request ID2' = "0002548" AND
 'Request ID3' = "0001520")

   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. Wouldn't you use the 'LIKE' instead of '=' in this case?  Seems like
> Equal is not the correct operator if there are multiple Request ID's
> within
> the field.
> And why would there be multiple values within the Request ID anyway?  It
> seems to be an incorrect assumption given the error message you are
> getting
> anyway.
> If you were to look at the data of your new join form, via say
> ARUtilities'
> SQL function (which I just love now) maybe you would see what the field
> data looks like.
>
> use a SQL like this (if your database is MS SQL Server)
>
> SELECT Request_ID,someotherfield, another_field FROM My_Join_Form
>
> and see what it looks like.  I'm not online right now so I can't test it
> on
> a join form for you.  plus I'm not on the same version...
> Hope this helps anyway.  :)
>
>
> On Mon, Jun 4, 2012 at 5:53 PM, Warren R. Baltimore II <
> warrenbaltim...@gmail.com> wrote:
>
>> **
>> ARS 6.3 patch 23 running on Solaris (SunOS 5.1)
>>
>> I have a join form that joins another join to AP:Signature.
>>
>> When I try to search against the Request ID using the following search:
>> 'Request ID' = "931|0002548|0001520"
>> I get no matching requests
>>
>> If I try searching directly in the field, I get:  "ARERR [101] Entry ID
>> parameter value is longer than the maximum allowed length"
>>
>> I've submitted a ticket to BMC, but I thought I'd see who was faster!
>>
>> Any help would be most appreciated.
>>
>> --
>> Warren R. Baltimore II
>> Remedy Developer
>> 410-533-5367
>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the 
>> Answers Are"_
>
>
>
>
> --
> *Nancy Tietz*
> Application Systems Analyst Programmer
> AIS - FIN / ITSM
> Information Technology Services
> University of Michigan
> x30515
>
> ___
> 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"



--
Warren R. Baltimore II
Remedy Developer
410-533-5367
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers 
Are"_

___
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Re: Future of the AR System and Web Services...

[richard....@bwc.state.oh.us]

Hmmmpoor project definition/scheduling/timeline control? Seems if you ain't
got no idea what you want/need to do you ain't got no idea when/if it will be 
done

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Tuesday, June 05, 2012 10:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Future of the AR System and Web Services...

For oneif they say 'in version x this will happen', and it ends up either 
not being version X, or it ends up not being in there...it creates public 
relations nightmares because of people saying 'but you said, and I was counting 
on it, blah blah blah'this type of thing happened a few years ago when they 
gave a future looking comment that said v8 will be the last version to have a 
native client, with the thought that v8 was going to be the next version 
releasedwell, it wasn't...the next version ended up being 7.6.3...and then 
7.6.4 was called a maintenance release of it...and THAT is the final version 
with a clientso this caused TONS of documentation problems all over the 
place...so in general, they try not to state to the public things like 'this 
will happen by x' and such because it causes expectations that may or may not 
be met.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
Sent: Tuesday, June 05, 2012 7:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: Future of the AR System and Web Services...

Pardon my ignorance, but what are the obvious reasons?

- Original Message -
From: "David Easter" 
To: arslist@ARSLIST.ORG
Sent: Monday, June 4, 2012 10:39:28 PM
Subject: Re: Future of the AR System and Web Services...

**


For obvious reasons, futures can’t be openly discussed on a public forum, but I 
can say that web services will continue to be improved in future releases.  The 
inability to interpret arrays is a known limitation that certainly is something 
that is desired to be addressed.   There are, of course, other enhancements 
that we’ll be considering in the future as well.



Web services is an important method for integrating applications because it 
insulates the calling application from version or structure changes in the 
target application.  Because of this, it is a focus of the BSM solution and 
will therefore continue to receive attention and generate improvements.



-David J. Easter

Manager of Product Management, AR System

BSM & Atrium Solutions Management

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 Joe Martin D'Souza
Sent: Monday, June 04, 2012 2:50 PM
To: arslist@ARSLIST.ORG
Subject: Future of the AR System and Web Services...



**







Does anyone know where this is headed to??





The current AR Systems capability or incapability rather to consume complex 
constructs limits a lot of what you can hope to do using web services. From 
hearsay, even version 8 does not have the ability to understand WSDL’s with 
complex constructs. Are there any definitive plans on when these would be 
reengineered to overcome these limitations?





From my recent experience with attempting to consume complex WSDL’s, this 
incapability appears to be more superficial, than internal to the AR Server. It 
may be either at the Dev Studio level, or the actual WS plugin. It is actually 
in some circumstances possible to bend these limitations which shows that some 
of these limitations are not at the AR Server level itself. So that makes me 
wonder if it could be incorporated with just be a patch enhancement instead of 
planning it with a major release..





Also, does anyone know at what level is a WSDL interpreted when creating a Set 
Field filter action that uses a WSDL? Is it interpreted at the client level 
(dev studio) or server level (the WS plugin itself)???





What I mean to ask is when you enter the WSDL URI into the Set Fields action on 
a filter while creating a WSDL powered set fields filter, at what level does 
all the ‘magic’ happen? At the client side? Or on the server side?? I am trying 
to find if this is documented anywhere so if you have come across it please let 
me know where to look..





Cheers





Joe

_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: Future of the AR System and Web Services...

[Longwing, LJ CTR MDA/IC]

For oneif they say 'in version x this will happen', and it ends up either 
not being version X, or it ends up not being in there...it creates public 
relations nightmares because of people saying 'but you said, and I was counting 
on it, blah blah blah'this type of thing happened a few years ago when they 
gave a future looking comment that said v8 will be the last version to have a 
native client, with the thought that v8 was going to be the next version 
releasedwell, it wasn't...the next version ended up being 7.6.3...and then 
7.6.4 was called a maintenance release of it...and THAT is the final version 
with a clientso this caused TONS of documentation problems all over the 
place...so in general, they try not to state to the public things like 'this 
will happen by x' and such because it causes expectations that may or may not 
be met.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
Sent: Tuesday, June 05, 2012 7:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: Future of the AR System and Web Services...

Pardon my ignorance, but what are the obvious reasons?

- Original Message -
From: "David Easter" 
To: arslist@ARSLIST.ORG
Sent: Monday, June 4, 2012 10:39:28 PM
Subject: Re: Future of the AR System and Web Services...

** 


For obvious reasons, futures can’t be openly discussed on a public forum, but I 
can say that web services will continue to be improved in future releases.  The 
inability to interpret arrays is a known limitation that certainly is something 
that is desired to be addressed.   There are, of course, other enhancements 
that we’ll be considering in the future as well. 

  

Web services is an important method for integrating applications because it 
insulates the calling application from version or structure changes in the 
target application.  Because of this, it is a focus of the BSM solution and 
will therefore continue to receive attention and generate improvements. 

  

-David J. Easter 

Manager of Product Management, AR System 

BSM & Atrium Solutions Management 

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 Joe Martin D'Souza 
Sent: Monday, June 04, 2012 2:50 PM 
To: arslist@ARSLIST.ORG 
Subject: Future of the AR System and Web Services... 

  

** 




  


Does anyone know where this is headed to?? 


  


The current AR Systems capability or incapability rather to consume complex 
constructs limits a lot of what you can hope to do using web services. From 
hearsay, even version 8 does not have the ability to understand WSDL’s with 
complex constructs. Are there any definitive plans on when these would be 
reengineered to overcome these limitations? 


  


From my recent experience with attempting to consume complex WSDL’s, this 
incapability appears to be more superficial, than internal to the AR Server. It 
may be either at the Dev Studio level, or the actual WS plugin. It is actually 
in some circumstances possible to bend these limitations which shows that some 
of these limitations are not at the AR Server level itself. So that makes me 
wonder if it could be incorporated with just be a patch enhancement instead of 
planning it with a major release.. 


  


Also, does anyone know at what level is a WSDL interpreted when creating a Set 
Field filter action that uses a WSDL? Is it interpreted at the client level 
(dev studio) or server level (the WS plugin itself)??? 


  


What I mean to ask is when you enter the WSDL URI into the Set Fields action on 
a filter while creating a WSDL powered set fields filter, at what level does 
all the ‘magic’ happen? At the client side? Or on the server side?? I am trying 
to find if this is documented anywhere so if you have come across it please let 
me know where to look.. 


  


Cheers 


  


Joe 

_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"

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attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"

Re: Production changes (spin-off of RE: Effects of flushing midtier cache)

[Goodall, Andrew C]

Good point J

 

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 Rick Cook
Sent: Tuesday, June 05, 2012 9:23 AM
To: arslist@arslist.org
Subject: Re: Production changes (spin-off of RE: Effects of flushing
midtier cache)

 

** 

True, Andrew, but it will still be tying up the Admin thread.

Rick

On Jun 5, 2012 10:21 AM, "Goodall, Andrew C"  wrote:

Exporting - no, not to my knowledge. Ideally your admin ARS server
should not be forward facing to end users anyway.

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 David Durling
Sent: Tuesday, June 05, 2012 9:18 AM
To: arslist@arslist.org
Subject: Re: Production changes (spin-off of RE: Effects of flushing
midtier cache)

Hi, a follow-up question on this old thread:

Would you all consider exporting a def file from a production system
something that should be done in a change window?  Are there risks or
possible performance issues associated with this?

Thanks,

David Durling
University of Georgia


> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
> Sent: Wednesday, April 04, 2012 1:23 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Production changes (spin-off of RE: Effects of flushing
midtier
> cache)
>
> I'm not intimately familiar with what adding groups, regardless of the
usage
> of the group, doesbut it's my understanding that it causes some
sort of re-
> caching to happen at the server level
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
> Sent: Wednesday, April 04, 2012 10:57 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Production changes (spin-off of RE: Effects of flushing
midtier
> cache)
>
> LJ,
>
> Thanks for your response.  How about adding groups that aren't used
for
> permissions (except dynamically in field 112 or dynamic group fields)?
Even
> adding a notification group should be considered an off-hours change?
>
> Thanks,
>
> David
>
> David Durling
> University of Georgia
>
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
> > Sent: Monday, April 02, 2012 12:54 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Production changes (spin-off of RE: Effects of flushing
> midtier
> > cache)
> >
> > David,
> > In general, I have always considered making changes in production to
> > be either a scheduled situation, or an emergency thing.  Any change
> > going to production needs to first be developed in Dev, moved to
Test
> > via standard procedures, tested in test to ensure the functionality
is
> > working properlythen moved to Prod in the same manner it was
moved
> > to Testso this essentially means that you are never using Dev
> > Studio in Test/Prod with exception of importing already developed
> > stuff.  Adding users is standard operating proceduresbut adding
> > groups should not be
> as
> > that causes re-caching of stuff on the server as well...it's almost
> analogous to
> > doing code changes (but not 100% the same).
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
> > Sent: Monday, March 26, 2012 2:58 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Production changes (spin-off of RE: Effects of flushing
> > midtier
> > cache)
> >
> > Joe brought up an issue I already had questions relating to, being:
> > what workflow IS okay to change on a production AR server during
> > production hours?
> >
> > For instance, if I have an app on a production box that is being
> > tested by users and is not itself "production", am I endangering
other
> > things on production by making changes to it during production
hours?
> > (Besides flushing the mid tier cache, that is.)
> >
> > Or do people have categories of changes - like rewording text in an
> > email filter or on a form, or adding an item to a character menu -
> > that they
> consider
> > have an acceptable level of risk to do during normal hours?  Or is
it
> standard
> > to just not touch anything with Developer Studio unless it's an
> > emergency
> or
> > a change window?
> >
> > Related question:  Are updating groups or using the Data Import tool
> > (on a reasonable, limited basis) considered normal production
procedures?
> >
> > Thanks for any insights on this,
> >
> > David
> >
> > David Durling
> > University of Georgia
> >
> > > -Original Message-
> > > From: Action Request System discu

Re: Production changes (spin-off of RE: Effects of flushing midtier cache)

[Rick Cook]

True, Andrew, but it will still be tying up the Admin thread.

Rick
On Jun 5, 2012 10:21 AM, "Goodall, Andrew C"  wrote:

> Exporting - no, not to my knowledge. Ideally your admin ARS server should
> not be forward facing to end users anyway.
>
> 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 David Durling
> Sent: Tuesday, June 05, 2012 9:18 AM
> To: arslist@arslist.org
> Subject: Re: Production changes (spin-off of RE: Effects of flushing
> midtier cache)
>
> Hi, a follow-up question on this old thread:
>
> Would you all consider exporting a def file from a production system
> something that should be done in a change window?  Are there risks or
> possible performance issues associated with this?
>
> Thanks,
>
> David Durling
> University of Georgia
>
>
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
> > Sent: Wednesday, April 04, 2012 1:23 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Production changes (spin-off of RE: Effects of flushing
> midtier
> > cache)
> >
> > I'm not intimately familiar with what adding groups, regardless of the
> usage
> > of the group, doesbut it's my understanding that it causes some sort
> of re-
> > caching to happen at the server level
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
> > Sent: Wednesday, April 04, 2012 10:57 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Production changes (spin-off of RE: Effects of flushing
> midtier
> > cache)
> >
> > LJ,
> >
> > Thanks for your response.  How about adding groups that aren't used for
> > permissions (except dynamically in field 112 or dynamic group fields)?
>  Even
> > adding a notification group should be considered an off-hours change?
> >
> > Thanks,
> >
> > David
> >
> > David Durling
> > University of Georgia
> >
> > > -Original Message-
> > > From: Action Request System discussion list(ARSList)
> > > [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
> > > Sent: Monday, April 02, 2012 12:54 PM
> > > To: arslist@ARSLIST.ORG
> > > Subject: Re: Production changes (spin-off of RE: Effects of flushing
> > midtier
> > > cache)
> > >
> > > David,
> > > In general, I have always considered making changes in production to
> > > be either a scheduled situation, or an emergency thing.  Any change
> > > going to production needs to first be developed in Dev, moved to Test
> > > via standard procedures, tested in test to ensure the functionality is
> > > working properlythen moved to Prod in the same manner it was moved
> > > to Testso this essentially means that you are never using Dev
> > > Studio in Test/Prod with exception of importing already developed
> > > stuff.  Adding users is standard operating proceduresbut adding
> > > groups should not be
> > as
> > > that causes re-caching of stuff on the server as well...it's almost
> > analogous to
> > > doing code changes (but not 100% the same).
> > >
> > > -Original Message-
> > > From: Action Request System discussion list(ARSList)
> > > [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
> > > Sent: Monday, March 26, 2012 2:58 PM
> > > To: arslist@ARSLIST.ORG
> > > Subject: Production changes (spin-off of RE: Effects of flushing
> > > midtier
> > > cache)
> > >
> > > Joe brought up an issue I already had questions relating to, being:
> > > what workflow IS okay to change on a production AR server during
> > > production hours?
> > >
> > > For instance, if I have an app on a production box that is being
> > > tested by users and is not itself "production", am I endangering other
> > > things on production by making changes to it during production hours?
> > > (Besides flushing the mid tier cache, that is.)
> > >
> > > Or do people have categories of changes - like rewording text in an
> > > email filter or on a form, or adding an item to a character menu -
> > > that they
> > consider
> > > have an acceptable level of risk to do during normal hours?  Or is it
> > standard
> > > to just not touch anything with Developer Studio unless it's an
> > > emergency
> > or
> > > a change window?
> > >
> > > Related question:  Are updating groups or using the Data Import tool
> > > (on a reasonable, limited basis) considered normal production
> procedures?
> > >
> > > Thanks for any insights on this,
> > >
> > > David
> > >
> > > David Durling
> > > University of Georgia
> > >
> > > > -Original Message-
> > > > From: Action Request System discussion list(ARSList)
> > > > [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
> > > > Sent: Monday, March 26, 2012 4:19 PM
> > > > To: arslist@ARSLIS

Re: Future of the AR System and Web Services...

[Easter, David]

Primarily because I am a BMC employee and futures are considered BMC 
Confidential, requiring a mutual Non-Disclosure Agreement to discuss as well as 
several legal and revenue recognition disclaimers.

-David J. Easter
Manager of Product Management, AR System
BSM & Atrium Solutions Management
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
Sent: Tuesday, June 05, 2012 6:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: Future of the AR System and Web Services...

Pardon my ignorance, but what are the obvious reasons?

- Original Message -
From: "David Easter" 
To: arslist@ARSLIST.ORG
Sent: Monday, June 4, 2012 10:39:28 PM
Subject: Re: Future of the AR System and Web Services...

** 


For obvious reasons, futures can’t be openly discussed on a public forum, but I 
can say that web services will continue to be improved in future releases.  The 
inability to interpret arrays is a known limitation that certainly is something 
that is desired to be addressed.   There are, of course, other enhancements 
that we’ll be considering in the future as well. 

  

Web services is an important method for integrating applications because it 
insulates the calling application from version or structure changes in the 
target application.  Because of this, it is a focus of the BSM solution and 
will therefore continue to receive attention and generate improvements. 

  

-David J. Easter 

Manager of Product Management, AR System 

BSM & Atrium Solutions Management 

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 Joe Martin D'Souza 
Sent: Monday, June 04, 2012 2:50 PM 
To: arslist@ARSLIST.ORG 
Subject: Future of the AR System and Web Services... 

  

** 




  


Does anyone know where this is headed to?? 


  


The current AR Systems capability or incapability rather to consume complex 
constructs limits a lot of what you can hope to do using web services. From 
hearsay, even version 8 does not have the ability to understand WSDL’s with 
complex constructs. Are there any definitive plans on when these would be 
reengineered to overcome these limitations? 


  


From my recent experience with attempting to consume complex WSDL’s, this 
incapability appears to be more superficial, than internal to the AR Server. It 
may be either at the Dev Studio level, or the actual WS plugin. It is actually 
in some circumstances possible to bend these limitations which shows that some 
of these limitations are not at the AR Server level itself. So that makes me 
wonder if it could be incorporated with just be a patch enhancement instead of 
planning it with a major release.. 


  


Also, does anyone know at what level is a WSDL interpreted when creating a Set 
Field filter action that uses a WSDL? Is it interpreted at the client level 
(dev studio) or server level (the WS plugin itself)??? 


  


What I mean to ask is when you enter the WSDL URI into the Set Fields action on 
a filter while creating a WSDL powered set fields filter, at what level does 
all the ‘magic’ happen? At the client side? Or on the server side?? I am trying 
to find if this is documented anywhere so if you have come across it please let 
me know where to look.. 


  


Cheers 


  


Joe 

_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
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Re: Production changes (spin-off of RE: Effects of flushing midtier cache)

[Tommy Morris]

I think that it is safe to do an export without a change window. You are not 
actually changing anything and the impact is tiny. That is as long as you are 
not exporting a huge application. The activity will still take some I/O so the 
larger the file the more impactful it may be depending up on your system.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
Sent: Tuesday, June 05, 2012 9:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Production changes (spin-off of RE: Effects of flushing midtier 
cache)

Hi, a follow-up question on this old thread:

Would you all consider exporting a def file from a production system something 
that should be done in a change window?  Are there risks or possible 
performance issues associated with this?

Thanks,

David Durling
University of Georgia


> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
> Sent: Wednesday, April 04, 2012 1:23 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Production changes (spin-off of RE: Effects of flushing 
> midtier
> cache)
> 
> I'm not intimately familiar with what adding groups, regardless of the 
> usage of the group, doesbut it's my understanding that it causes 
> some sort of re- caching to happen at the server level
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
> Sent: Wednesday, April 04, 2012 10:57 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Production changes (spin-off of RE: Effects of flushing 
> midtier
> cache)
> 
> LJ,
> 
> Thanks for your response.  How about adding groups that aren't used 
> for permissions (except dynamically in field 112 or dynamic group 
> fields)?  Even adding a notification group should be considered an off-hours 
> change?
> 
> Thanks,
> 
> David
> 
> David Durling
> University of Georgia
> 
> > -Original Message-
> > From: Action Request System discussion list(ARSList) 
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
> > Sent: Monday, April 02, 2012 12:54 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Production changes (spin-off of RE: Effects of flushing
> midtier
> > cache)
> >
> > David,
> > In general, I have always considered making changes in production to 
> > be either a scheduled situation, or an emergency thing.  Any change 
> > going to production needs to first be developed in Dev, moved to 
> > Test via standard procedures, tested in test to ensure the 
> > functionality is working properlythen moved to Prod in the same 
> > manner it was moved to Testso this essentially means that you 
> > are never using Dev Studio in Test/Prod with exception of importing 
> > already developed stuff.  Adding users is standard operating 
> > proceduresbut adding groups should not be
> as
> > that causes re-caching of stuff on the server as well...it's almost
> analogous to
> > doing code changes (but not 100% the same).
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList) 
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
> > Sent: Monday, March 26, 2012 2:58 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Production changes (spin-off of RE: Effects of flushing 
> > midtier
> > cache)
> >
> > Joe brought up an issue I already had questions relating to, being:
> > what workflow IS okay to change on a production AR server during 
> > production hours?
> >
> > For instance, if I have an app on a production box that is being 
> > tested by users and is not itself "production", am I endangering 
> > other things on production by making changes to it during production hours?
> > (Besides flushing the mid tier cache, that is.)
> >
> > Or do people have categories of changes - like rewording text in an 
> > email filter or on a form, or adding an item to a character menu - 
> > that they
> consider
> > have an acceptable level of risk to do during normal hours?  Or is 
> > it
> standard
> > to just not touch anything with Developer Studio unless it's an 
> > emergency
> or
> > a change window?
> >
> > Related question:  Are updating groups or using the Data Import tool 
> > (on a reasonable, limited basis) considered normal production procedures?
> >
> > Thanks for any insights on this,
> >
> > David
> >
> > David Durling
> > University of Georgia
> >
> > > -Original Message-
> > > From: Action Request System discussion list(ARSList) 
> > > [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
> > > Sent: Monday, March 26, 2012 4:19 PM
> > > To: arslist@ARSLIST.ORG
> > > Subject: Re: Effects of flushing midtier cache
> > >
> > > When would you need to flush cache? The obvious answer is when 
> > > there is a workflow change on production.. Changes to workflow are 
> > > done whenever there is need for code change for enhancement or bug fixes..
> 

Re: Production changes (spin-off of RE: Effects of flushing midtier cache)

[Rick Cook]

Depends on the size of the export and your system.  I would say that if it
is more than a few forms and its few hundred associated objects, a
performance hit could be noticeable.

Rick
On Jun 5, 2012 10:19 AM, "David Durling"  wrote:

> Hi, a follow-up question on this old thread:
>
> Would you all consider exporting a def file from a production system
> something that should be done in a change window?  Are there risks or
> possible performance issues associated with this?
>
> Thanks,
>
> David Durling
> University of Georgia
>
>
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
> > Sent: Wednesday, April 04, 2012 1:23 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Production changes (spin-off of RE: Effects of flushing
> midtier
> > cache)
> >
> > I'm not intimately familiar with what adding groups, regardless of the
> usage
> > of the group, doesbut it's my understanding that it causes some sort
> of re-
> > caching to happen at the server level
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
> > Sent: Wednesday, April 04, 2012 10:57 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Production changes (spin-off of RE: Effects of flushing
> midtier
> > cache)
> >
> > LJ,
> >
> > Thanks for your response.  How about adding groups that aren't used for
> > permissions (except dynamically in field 112 or dynamic group fields)?
>  Even
> > adding a notification group should be considered an off-hours change?
> >
> > Thanks,
> >
> > David
> >
> > David Durling
> > University of Georgia
> >
> > > -Original Message-
> > > From: Action Request System discussion list(ARSList)
> > > [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
> > > Sent: Monday, April 02, 2012 12:54 PM
> > > To: arslist@ARSLIST.ORG
> > > Subject: Re: Production changes (spin-off of RE: Effects of flushing
> > midtier
> > > cache)
> > >
> > > David,
> > > In general, I have always considered making changes in production to
> > > be either a scheduled situation, or an emergency thing.  Any change
> > > going to production needs to first be developed in Dev, moved to Test
> > > via standard procedures, tested in test to ensure the functionality is
> > > working properlythen moved to Prod in the same manner it was moved
> > > to Testso this essentially means that you are never using Dev
> > > Studio in Test/Prod with exception of importing already developed
> > > stuff.  Adding users is standard operating proceduresbut adding
> > > groups should not be
> > as
> > > that causes re-caching of stuff on the server as well...it's almost
> > analogous to
> > > doing code changes (but not 100% the same).
> > >
> > > -Original Message-
> > > From: Action Request System discussion list(ARSList)
> > > [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
> > > Sent: Monday, March 26, 2012 2:58 PM
> > > To: arslist@ARSLIST.ORG
> > > Subject: Production changes (spin-off of RE: Effects of flushing
> > > midtier
> > > cache)
> > >
> > > Joe brought up an issue I already had questions relating to, being:
> > > what workflow IS okay to change on a production AR server during
> > > production hours?
> > >
> > > For instance, if I have an app on a production box that is being
> > > tested by users and is not itself "production", am I endangering other
> > > things on production by making changes to it during production hours?
> > > (Besides flushing the mid tier cache, that is.)
> > >
> > > Or do people have categories of changes - like rewording text in an
> > > email filter or on a form, or adding an item to a character menu -
> > > that they
> > consider
> > > have an acceptable level of risk to do during normal hours?  Or is it
> > standard
> > > to just not touch anything with Developer Studio unless it's an
> > > emergency
> > or
> > > a change window?
> > >
> > > Related question:  Are updating groups or using the Data Import tool
> > > (on a reasonable, limited basis) considered normal production
> procedures?
> > >
> > > Thanks for any insights on this,
> > >
> > > David
> > >
> > > David Durling
> > > University of Georgia
> > >
> > > > -Original Message-
> > > > From: Action Request System discussion list(ARSList)
> > > > [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
> > > > Sent: Monday, March 26, 2012 4:19 PM
> > > > To: arslist@ARSLIST.ORG
> > > > Subject: Re: Effects of flushing midtier cache
> > > >
> > > > When would you need to flush cache? The obvious answer is when there
> > > > is a workflow change on production.. Changes to workflow are done
> > > > whenever there is need for code change for enhancement or bug fixes..
> > > > The general industry practice is to manage these changes in a change
> > > > window, where there is a scheduled outage, which is typically
> > > > scheduled on wee

Re: Production changes (spin-off of RE: Effects of flushing midtier cache)

[Goodall, Andrew C]

Exporting - no, not to my knowledge. Ideally your admin ARS server should not 
be forward facing to end users anyway.

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 David Durling
Sent: Tuesday, June 05, 2012 9:18 AM
To: arslist@arslist.org
Subject: Re: Production changes (spin-off of RE: Effects of flushing midtier 
cache)

Hi, a follow-up question on this old thread:

Would you all consider exporting a def file from a production system something 
that should be done in a change window?  Are there risks or possible 
performance issues associated with this?

Thanks,

David Durling
University of Georgia


> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
> Sent: Wednesday, April 04, 2012 1:23 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Production changes (spin-off of RE: Effects of flushing midtier
> cache)
> 
> I'm not intimately familiar with what adding groups, regardless of the usage
> of the group, doesbut it's my understanding that it causes some sort of 
> re-
> caching to happen at the server level
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
> Sent: Wednesday, April 04, 2012 10:57 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Production changes (spin-off of RE: Effects of flushing midtier
> cache)
> 
> LJ,
> 
> Thanks for your response.  How about adding groups that aren't used for
> permissions (except dynamically in field 112 or dynamic group fields)?  Even
> adding a notification group should be considered an off-hours change?
> 
> Thanks,
> 
> David
> 
> David Durling
> University of Georgia
> 
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
> > Sent: Monday, April 02, 2012 12:54 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Production changes (spin-off of RE: Effects of flushing
> midtier
> > cache)
> >
> > David,
> > In general, I have always considered making changes in production to
> > be either a scheduled situation, or an emergency thing.  Any change
> > going to production needs to first be developed in Dev, moved to Test
> > via standard procedures, tested in test to ensure the functionality is
> > working properlythen moved to Prod in the same manner it was moved
> > to Testso this essentially means that you are never using Dev
> > Studio in Test/Prod with exception of importing already developed
> > stuff.  Adding users is standard operating proceduresbut adding
> > groups should not be
> as
> > that causes re-caching of stuff on the server as well...it's almost
> analogous to
> > doing code changes (but not 100% the same).
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
> > Sent: Monday, March 26, 2012 2:58 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Production changes (spin-off of RE: Effects of flushing
> > midtier
> > cache)
> >
> > Joe brought up an issue I already had questions relating to, being:
> > what workflow IS okay to change on a production AR server during
> > production hours?
> >
> > For instance, if I have an app on a production box that is being
> > tested by users and is not itself "production", am I endangering other
> > things on production by making changes to it during production hours?
> > (Besides flushing the mid tier cache, that is.)
> >
> > Or do people have categories of changes - like rewording text in an
> > email filter or on a form, or adding an item to a character menu -
> > that they
> consider
> > have an acceptable level of risk to do during normal hours?  Or is it
> standard
> > to just not touch anything with Developer Studio unless it's an
> > emergency
> or
> > a change window?
> >
> > Related question:  Are updating groups or using the Data Import tool
> > (on a reasonable, limited basis) considered normal production procedures?
> >
> > Thanks for any insights on this,
> >
> > David
> >
> > David Durling
> > University of Georgia
> >
> > > -Original Message-
> > > From: Action Request System discussion list(ARSList)
> > > [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
> > > Sent: Monday, March 26, 2012 4:19 PM
> > > To: arslist@ARSLIST.ORG
> > > Subject: Re: Effects of flushing midtier cache
> > >
> > > When would you need to flush cache? The obvious answer is when there
> > > is a workflow change on production.. Changes to workflow are done
> > > whenever there is need for code change for enhancement or bug fixes..
> > > The general industry practice is to manage these changes in a change
> > > window, whe

Re: Production changes (spin-off of RE: Effects of flushing midtier cache)

[David Durling]

Hi, a follow-up question on this old thread:

Would you all consider exporting a def file from a production system something 
that should be done in a change window?  Are there risks or possible 
performance issues associated with this?

Thanks,

David Durling
University of Georgia


> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
> Sent: Wednesday, April 04, 2012 1:23 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Production changes (spin-off of RE: Effects of flushing midtier
> cache)
> 
> I'm not intimately familiar with what adding groups, regardless of the usage
> of the group, doesbut it's my understanding that it causes some sort of 
> re-
> caching to happen at the server level
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
> Sent: Wednesday, April 04, 2012 10:57 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Production changes (spin-off of RE: Effects of flushing midtier
> cache)
> 
> LJ,
> 
> Thanks for your response.  How about adding groups that aren't used for
> permissions (except dynamically in field 112 or dynamic group fields)?  Even
> adding a notification group should be considered an off-hours change?
> 
> Thanks,
> 
> David
> 
> David Durling
> University of Georgia
> 
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
> > Sent: Monday, April 02, 2012 12:54 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Production changes (spin-off of RE: Effects of flushing
> midtier
> > cache)
> >
> > David,
> > In general, I have always considered making changes in production to
> > be either a scheduled situation, or an emergency thing.  Any change
> > going to production needs to first be developed in Dev, moved to Test
> > via standard procedures, tested in test to ensure the functionality is
> > working properlythen moved to Prod in the same manner it was moved
> > to Testso this essentially means that you are never using Dev
> > Studio in Test/Prod with exception of importing already developed
> > stuff.  Adding users is standard operating proceduresbut adding
> > groups should not be
> as
> > that causes re-caching of stuff on the server as well...it's almost
> analogous to
> > doing code changes (but not 100% the same).
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
> > Sent: Monday, March 26, 2012 2:58 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Production changes (spin-off of RE: Effects of flushing
> > midtier
> > cache)
> >
> > Joe brought up an issue I already had questions relating to, being:
> > what workflow IS okay to change on a production AR server during
> > production hours?
> >
> > For instance, if I have an app on a production box that is being
> > tested by users and is not itself "production", am I endangering other
> > things on production by making changes to it during production hours?
> > (Besides flushing the mid tier cache, that is.)
> >
> > Or do people have categories of changes - like rewording text in an
> > email filter or on a form, or adding an item to a character menu -
> > that they
> consider
> > have an acceptable level of risk to do during normal hours?  Or is it
> standard
> > to just not touch anything with Developer Studio unless it's an
> > emergency
> or
> > a change window?
> >
> > Related question:  Are updating groups or using the Data Import tool
> > (on a reasonable, limited basis) considered normal production procedures?
> >
> > Thanks for any insights on this,
> >
> > David
> >
> > David Durling
> > University of Georgia
> >
> > > -Original Message-
> > > From: Action Request System discussion list(ARSList)
> > > [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
> > > Sent: Monday, March 26, 2012 4:19 PM
> > > To: arslist@ARSLIST.ORG
> > > Subject: Re: Effects of flushing midtier cache
> > >
> > > When would you need to flush cache? The obvious answer is when there
> > > is a workflow change on production.. Changes to workflow are done
> > > whenever there is need for code change for enhancement or bug fixes..
> > > The general industry practice is to manage these changes in a change
> > > window, where there is a scheduled outage, which is typically
> > > scheduled on weekends or
> > the
> > > least productive hours of an organization. So cache should be
> > > flushed
> > during
> > > these changes.
> > >
> > > That being said, there may be emergency changes that were a result
> > > of a
> > part
> > > or whole system being rendered unusable pending that change. On such
> > > an event it would be ok to flush your cache after fixing whatever
> > > the problem/bug/enhancement was.
> > >
> > > Yes flushing cache during production hours 

Re: Future of the AR System and Web Services...

[pritch]

Pardon my ignorance, but what are the obvious reasons?

- Original Message -
From: "David Easter" 
To: arslist@ARSLIST.ORG
Sent: Monday, June 4, 2012 10:39:28 PM
Subject: Re: Future of the AR System and Web Services...

** 


For obvious reasons, futures can’t be openly discussed on a public forum, but I 
can say that web services will continue to be improved in future releases.  The 
inability to interpret arrays is a known limitation that certainly is something 
that is desired to be addressed.   There are, of course, other enhancements 
that we’ll be considering in the future as well. 

  

Web services is an important method for integrating applications because it 
insulates the calling application from version or structure changes in the 
target application.  Because of this, it is a focus of the BSM solution and 
will therefore continue to receive attention and generate improvements. 

  

-David J. Easter 

Manager of Product Management, AR System 

BSM & Atrium Solutions Management 

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 Joe Martin D'Souza 
Sent: Monday, June 04, 2012 2:50 PM 
To: arslist@ARSLIST.ORG 
Subject: Future of the AR System and Web Services... 

  

** 




  


Does anyone know where this is headed to?? 


  


The current AR Systems capability or incapability rather to consume complex 
constructs limits a lot of what you can hope to do using web services. From 
hearsay, even version 8 does not have the ability to understand WSDL’s with 
complex constructs. Are there any definitive plans on when these would be 
reengineered to overcome these limitations? 


  


>From my recent experience with attempting to consume complex WSDL’s, this 
>incapability appears to be more superficial, than internal to the AR Server. 
>It may be either at the Dev Studio level, or the actual WS plugin. It is 
>actually in some circumstances possible to bend these limitations which shows 
>that some of these limitations are not at the AR Server level itself. So that 
>makes me wonder if it could be incorporated with just be a patch enhancement 
>instead of planning it with a major release.. 


  


Also, does anyone know at what level is a WSDL interpreted when creating a Set 
Field filter action that uses a WSDL? Is it interpreted at the client level 
(dev studio) or server level (the WS plugin itself)??? 


  


What I mean to ask is when you enter the WSDL URI into the Set Fields action on 
a filter while creating a WSDL powered set fields filter, at what level does 
all the ‘magic’ happen? At the client side? Or on the server side?? I am trying 
to find if this is documented anywhere so if you have come across it please let 
me know where to look.. 


  


Cheers 


  


Joe 

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

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Re: Support - An open letter to BMC

[Pierson, Shawn]

Perhaps a good alternative would be if BMC somehow made a volunteer-based 
support forum that could take the place of their offshore support.  They could 
somehow anonymize the contact data to where you don't actually know who the 
person you are dealing with is, and they could use this new gamification trend 
to pay the volunteers based on what happens.

For example, pay a small fee to people who resolve a certain type of issue 
quickly by leveraging the knowledge base.  You get paid more if you solve an 
issue that isn't in the knowledge base and you submit a knowledge base entry 
that is approved by a BMC technical rep of some sort.  Identifying new defects 
in the product (also requiring a technical approval) results in a certain 
amount of pay, while solving that defect with a working hotfix results in a 
larger amount.  There would also be customer support surveys like BMC used to 
do, which would also be used as a factor in how much the individual makes 
(which should also ensure the person working on the issue is timely and 
courteous.)

This would allow BMC to mostly get rid of Tier 1 for web-based non-critical 
tickets, and it would get them access to better people who may otherwise have 
day jobs that just want to solve issues for a bit of extra cash after hours.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Tuesday, June 05, 2012 7:43 AM
To: arslist@ARSLIST.ORG
Subject: Support - An open letter to BMC

**
Once again, I have submitted a ticket that has an abundance of information 
regarding my problem.

It lists the ARS version and patch
It lists the Server type and OS
It lists the Db and version
It gives a succinct description of the issue

I then received a response almost 45 minutes later (which I was quite pleased 
with!  Quick Turn around!)

After reading the response, I was tempted to buy a ticket to wherever the hell 
support was and deliver my feelings in person!

Response follows:

Hi Warren,

Thank you for contacting BMC Remedy Support.

Our goal at BMC is to provide you with an excellent customer service 
experience. If for any reason you feel this issue is not progressing properly, 
please discuss it with me or feel free to contact our Support Manager 
* at @bmc.com

I am ** and I shall be assisting you with this issue.

This mail is regarding Issue "ISS03967224"with issue summary as: "I am unable 
to search for a join of 3 forms utilizing the Request ID field."

-
Thanks for the initial information.

I tried to call you unfortunately reached VM.

In order to fully understand the affected environment and narrow down the 
possibilities, please address the following for me:

1) What is the AR Server version & Patch level?
2) What is the OS and version that the Remedy environment is installed on?
3) What database and version does the AR Server use? Is it local or remote to 
the AR Server installation?
4) Have you upgraded your environment? If yes then from which version please 
specify?
5) Have you done any customization? Please explain?
6) When you are getting the error?
7) What is the exact error message you are getting
-
Please send me the information at your earliest, it will help me to investigate 
issue further.

Kindly let me know if you have any concerns on this issue.


My response was blunt:

With the exception of question 5, I answered EVERY question in the ticket.

Question 5:  we have not upgraded.

As to customization, lightly.  You will notice that this is a join I built!
___

This has been indicative of support for about the last 6 or so years (whenever 
it was off shored).  Support techs seem to read from a script.  Based on what I 
was seeing, I suspect that this particular tech was reading only the 
description in a notification and not from the actual support request.

I don't think I blame the techs.  I suspect that they are all hard working 
people who get lousy pay and little training.

I remember sitting in a hall some years back (San Jose perhaps) and being told 
by BMC how it was going to be so wonderful when they offshore support.  All of 
the domestic support people would be moved to different parts of the structure 
to utilize that wonderful institutional knowledge they had, and the new support 
staff would be given all the training and support they needed to maintain a 
high level of support

It hasn't worked out that way.  2 years after BMC pulled the trigger, support 
was so bad that I ended up in an hour long phone conversation with the 
individual who was tasked with managing that operation (I wish I could remember 
his name).  I expressed my concerns and found that for the most part, he agreed 
with my 

Re: Direct URL for create or search a Incident

[Goodall, Andrew C]

Oliver,


7.5 and below:

Incident search by incident number: 
http:///arsys/forms//HPD%3AHelp+Desk/Best+Practice+View/?qual=%27Incident+ID*%2B%27%3D%22%22

Incident Submit: 
http:///arsys/forms//HPD:Help+Desk/Best+Practice+View/?mode=submit


-

7.6.04 (whenever they implemented SHR landing pad in ITSM):

Incident search = 
http:///arsys/forms//SHR%3ALandingConsole/Default+Administrator+View/?mode=search&F304255500=
 
HPD%3AHelp+Desk&F100076=FormOpen&F303647600=SearchTicketWithQual&F304255610=

Incident Submit = http://< 
midtierserver>/arsys/forms//SHR%3ALandingConsole/Default+Administrator+View/?mode=search&F304255500=HPD:Help%20Desk&F100076=FormOpen&F303647600=CreateTicket


Additionally you can append the following format to end of submit strings to 
push values in desired fields: &F=

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 Oliver Nitsche
Sent: Tuesday, June 05, 2012 2:53 AM
To: arslist@arslist.org
Subject: Direct URL for create or search a Incident

I'm still quite new in administrating and developing with the ARSystem.

I have now a question but i haven´t found any information.

I hope you can help me with the following question?

To simplify the work of colleagues in our service desk, we are looking for a 
way to create a link for search or create incidents directly through the 
browser.

Is there a way to create a link wich can stored as a bookmark, so the Page for 
e.g. creating a new Incident, can opened directly by using this bookmark in the 
browser?

Thank you very much in advance for your support.

Have a nice Day

Oliver

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Re: Support - An open letter to BMC

[pritch]

I'd settle for them reading what is written (since some of us understand they 
don't look the information up and try to provide it on the initial ticket).

- Original Message -
From: "John Sundberg" 
To: arslist@ARSLIST.ORG
Sent: Tuesday, June 5, 2012 9:05:57 AM
Subject: Re: Support - An open letter to BMC

** Or…. 


They had a nice little form pre-installe into ARS that you opened to fill out a 
support ticket… 


It asks a few questions -- and then generates all the answers in a format that 
can be sucked into a program on the other side. (you could copy/pasted it into 
the support web site -- or auto push - if you allowed such a thing) 


That way - they get all the info they want... 


Such an easy problem to solve… Must not be much interest (or vision???) to 
improve support. 


BTW -- don't forget BMC did win an award for Best Support at WWRUG last year. 






-John 





On Tue, Jun 5, 2012 at 8:00 AM, Tommy Morris < tommy.mor...@pinebreeze.com > 
wrote: 


** 



Wouldn’t it be nice if BMC had all of their client’s information on file so you 
wouldn’t have to list version, OS, etc? Maybe they could have a web portal 
where clients could log in and update their environment? Possibly the system 
could have a couple of different environment options such as Dev, QA, Prod and 
then a client created a support ticket they could select the environment that 
the issue is being reported upon? Oh! I know! Maybe, just maybe the data could 
be stored in some sort of configuration management something or other so that 
the data could be managed easily. H…. I wonder if BMC could find a useful 
tool that could handle that. 

  

From: Action Request System discussion list(ARSList) [mailto: 
arslist@ARSLIST.ORG ] On Behalf Of Warren R. Baltimore II 
Sent: Tuesday, June 05, 2012 7:43 AM 
To: arslist@ARSLIST.ORG 
Subject: Support - An open letter to BMC 



  

** 


Once again, I have submitted a ticket that has an abundance of information 
regarding my problem. 


  


It lists the ARS version and patch 


It lists the Server type and OS 


It lists the Db and version 


It gives a succinct description of the issue 


  


I then received a response almost 45 minutes later (which I was quite pleased 
with!  Quick Turn around!) 


  


After reading the response, I was tempted to buy a ticket to wherever the hell 
support was and deliver my feelings in person! 


  


Response follows: 


  


Hi Warren, 

Thank you for contacting BMC Remedy Support. 

Our goal at BMC is to provide you with an excellent customer service 
experience. If for any reason you feel this issue is not progressing properly, 
please discuss it with me or feel free to contact our Support Manager 
* at  @ bmc .com 
    
I am ** and I shall be assisting you with this issue. 

This mail is regarding Issue "ISS03967224"with issue summary as: "I am unable 
to search for a join of 3 forms utilizing the Request ID field." 

- 
Thanks for the initial information. 

I tried to call you unfortunately reached VM. 

In order to fully understand the affected environment and narrow down the 
possibilities, please address the following for me: 

1) What is the AR Server version & Patch level? 
2) What is the OS and version that the Remedy environment is installed on? 
3) What database and version does the AR Server use? Is it local or remote to 
the AR Server installation? 
4) Have you upgraded your environment? If yes then from which version please 
specify? 
5) Have you done any customization? Please explain? 
6) When you are getting the error? 
7) What is the exact error message you are getting 
- 
Please send me the information at your earliest, it will help me to investigate 
issue further. 

Kindly let me know if you have any concerns on this issue. 


My response was blunt: 


  


With the exception of question 5, I answered EVERY question in the ticket.  

Question 5:  we have not upgraded. 

As to customization, lightly.  You will notice that this is a join I built! 


___ 


  


This has been indicative of support for about the last 6 or so years (whenever 
it was off shored).  Support techs seem to read from a script.  Based on what I 
was seeing, I suspect that this particular tech was reading only the 
description in a notification and not from the actual support request. 


  


I don't think I blame the techs.  I suspect that they are all hard working 
people who get lousy pay and little training. 


  


I remember sitting in a hall some years back (San Jose perhaps) and being told 
by BMC how it was going to be so wonderful when they offshore support.  All of 
the domestic support people would be moved to different parts of the structure 
to utilize that wonderful institutional knowledge they had, and the new support 
staff would be given al

AUTO: Sharon-Michal Mamon-Meged is out of the office. (returning 07/06/2012)

[Sharon-Michal Mamon-Meged]

I am out of the office until 07/06/2012.

אני בקורס נא לפנות לנדיה שאלו


Note: This is an automated response to your message  "Re: Digging deep into
MidTier 764" sent on 5/6/2012 10:49:21.

This is the only notification you will receive while this person is away.

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Re: Support - An open letter to BMC

[Pat Zandi]

It's all about the SLA. If I send an email regardless how stupid it sounds the 
SLA is met. 

I have occasionally played tag to which as soon as I get the email I 
immediately send an "ok" SLA starts again then in an hour or two send another 
email with what they want saving me wait times on their triggers! 

Sent from my iPhone

On Jun 5, 2012, at 9:00, Tommy Morris  wrote:

> **
> Wouldn’t it be nice if BMC had all of their client’s information on file so 
> you wouldn’t have to list version, OS, etc? Maybe they could have a web 
> portal where clients could log in and update their environment? Possibly the 
> system could have a couple of different environment options such as Dev, QA, 
> Prod and then a client created a support ticket they could select the 
> environment that the issue is being reported upon? Oh! I know! Maybe, just 
> maybe the data could be stored in some sort of configuration management 
> something or other so that the data could be managed easily. H…. I wonder 
> if BMC could find a useful tool that could handle that.
>  
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
> Sent: Tuesday, June 05, 2012 7:43 AM
> To: arslist@ARSLIST.ORG
> Subject: Support - An open letter to BMC
>  
> **
> Once again, I have submitted a ticket that has an abundance of information 
> regarding my problem.
>  
> It lists the ARS version and patch
> It lists the Server type and OS
> It lists the Db and version
> It gives a succinct description of the issue
>  
> I then received a response almost 45 minutes later (which I was quite pleased 
> with!  Quick Turn around!)
>  
> After reading the response, I was tempted to buy a ticket to wherever the 
> hell support was and deliver my feelings in person!
>  
> Response follows:
>  
> Hi Warren,
> 
> Thank you for contacting BMC Remedy Support.
> 
> Our goal at BMC is to provide you with an excellent customer service 
> experience. If for any reason you feel this issue is not progressing 
> properly, please discuss it with me or feel free to contact our Support 
> Manager * at @bmc.com
> 
> I am ** and I shall be assisting you with this issue.
> 
> This mail is regarding Issue "ISS03967224"with issue summary as: "I am unable 
> to search for a join of 3 forms utilizing the Request ID field."
> 
> -
> Thanks for the initial information.
> 
> I tried to call you unfortunately reached VM.
> 
> In order to fully understand the affected environment and narrow down the 
> possibilities, please address the following for me:
> 
> 1) What is the AR Server version & Patch level?
> 2) What is the OS and version that the Remedy environment is installed on?
> 3) What database and version does the AR Server use? Is it local or remote to 
> the AR Server installation?
> 4) Have you upgraded your environment? If yes then from which version please 
> specify?
> 5) Have you done any customization? Please explain?
> 6) When you are getting the error?
> 7) What is the exact error message you are getting
> -
> Please send me the information at your earliest, it will help me to 
> investigate issue further.
> 
> Kindly let me know if you have any concerns on this issue.
> 
> 
> My response was blunt:
>  
> With the exception of question 5, I answered EVERY question in the ticket.  
> 
> Question 5:  we have not upgraded.
> 
> As to customization, lightly.  You will notice that this is a join I built!
> ___
>  
> This has been indicative of support for about the last 6 or so years 
> (whenever it was off shored).  Support techs seem to read from a script.  
> Based on what I was seeing, I suspect that this particular tech was reading 
> only the description in a notification and not from the actual support 
> request.
>  
> I don't think I blame the techs.  I suspect that they are all hard working 
> people who get lousy pay and little training.
>  
> I remember sitting in a hall some years back (San Jose perhaps) and being 
> told by BMC how it was going to be so wonderful when they offshore support.  
> All of the domestic support people would be moved to different parts of the 
> structure to utilize that wonderful institutional knowledge they had, and the 
> new support staff would be given all the training and support they needed to 
> maintain a high level of support
>  
> It hasn't worked out that way.  2 years after BMC pulled the trigger, support 
> was so bad that I ended up in an hour long phone conversation with the 
> individual who was tasked with managing that operation (I wish I could 
> remember his name).  I expressed my concerns and found that for the most 
> part, he agreed with my assessment!  The term he used at the time to describe 
> where BMC had found themselves was that the trigger had 

Re: Support - An open letter to BMC

[Rick Cook]

I shook my head when I heard that, too.  Are people really paying
attention?

Rick
On Jun 5, 2012 9:07 AM, "Warren R. Baltimore II" 
wrote:

> **
> How drunk were they when the voted "Best Support" to BMC?
>
> Or is it that our expectations are just so low?
>
> On Tue, Jun 5, 2012 at 9:05 AM, John Sundberg <
> john.sundb...@kineticdata.com> wrote:
>
>> ** Or….
>>
>> They had a nice little form pre-installe into ARS that you opened to fill
>> out a support ticket…
>>
>> It asks a few questions -- and then generates all the answers in a format
>> that can be sucked into a program on the other side. (you could copy/pasted
>> it into the support web site -- or auto push - if you allowed such a thing)
>>
>> That way - they get all the info they want...
>>
>> Such an easy problem to solve… Must not be much interest (or vision???)
>> to improve support.
>>
>> BTW -- don't forget BMC did win an award for Best Support at WWRUG last
>> year.
>>
>>
>>
>> -John
>>
>>
>>
>> On Tue, Jun 5, 2012 at 8:00 AM, Tommy Morris > > wrote:
>>
>>> **
>>>
>>> Wouldn’t it be nice if BMC had all of their client’s information on file
>>> so you wouldn’t have to list version, OS, etc? Maybe they could have a web
>>> portal where clients could log in and update their environment? Possibly
>>> the system could have a couple of different environment options such as
>>> Dev, QA, Prod and then a client created a support ticket they could select
>>> the environment that the issue is being reported upon? Oh! I know! Maybe,
>>> just maybe the data could be stored in some sort of configuration
>>> management something or other so that the data could be managed easily.
>>> H…. I wonder if BMC could find a useful tool that could handle that.
>>> 
>>>
>>> ** **
>>>
>>> *From:* Action Request System discussion list(ARSList) [mailto:
>>> arslist@ARSLIST.ORG] *On Behalf Of *Warren R. Baltimore II
>>> *Sent:* Tuesday, June 05, 2012 7:43 AM
>>> *To:* arslist@ARSLIST.ORG
>>> *Subject:* Support - An open letter to BMC
>>>
>>> ** **
>>>
>>> ** 
>>>
>>> Once again, I have submitted a ticket that has an abundance of
>>> information regarding my problem.
>>>
>>>  
>>>
>>> It lists the ARS version and patch
>>>
>>> It lists the Server type and OS
>>>
>>> It lists the Db and version
>>>
>>> It gives a succinct description of the issue
>>>
>>>  
>>>
>>> I then received a response almost 45 minutes later (which I was quite
>>> pleased with!  Quick Turn around!)
>>>
>>>  
>>>
>>> After reading the response, I was tempted to buy a ticket to wherever
>>> the hell support was and deliver my feelings in person!
>>>
>>>  
>>>
>>> Response follows:
>>>
>>>  
>>>
>>> *Hi Warren,**
>>>
>>> Thank you for contacting BMC Remedy Support.
>>>
>>> Our goal at BMC is to provide you with an excellent customer service
>>> experience. If for any reason you feel this issue is not progressing
>>> properly, please discuss it with me or feel free to contact our Support
>>> Manager * at  <@bmc.com>@bmc.com
>>>
>>> I am ** and I shall be assisting you with this issue.
>>>
>>> This mail is regarding Issue "ISS03967224"with issue summary as: "I am
>>> unable to search for a join of 3 forms utilizing the Request ID field."
>>>
>>> -
>>> Thanks for the initial information.
>>>
>>> I tried to call you unfortunately reached VM.
>>>
>>> In order to fully understand the affected environment and narrow down
>>> the possibilities, please address the following for me:
>>>
>>> 1) What is the AR Server version & Patch level?
>>> 2) What is the OS and version that the Remedy environment is installed
>>> on?
>>> 3) What database and version does the AR Server use? Is it local or
>>> remote to the AR Server installation?
>>> 4) Have you upgraded your environment? If yes then from which version
>>> please specify?
>>> 5) Have you done any customization? Please explain?
>>> 6) When you are getting the error?
>>> 7) What is the exact error message you are getting
>>> -
>>> Please send me the information at your earliest, it will help me to
>>> investigate issue further.
>>>
>>> Kindly let me know if you have any concerns on this issue.
>>>
>>> *
>>> My response was blunt:
>>>
>>>  
>>>
>>> *With the exception of question 5, I answered EVERY question in the
>>> ticket.  **
>>>
>>> Question 5:  we have not upgraded.
>>>
>>> As to customization, lightly.  You will notice that this is a join I
>>> built!*
>>>
>>> ___
>>>
>>>  
>>>
>>> This has been indicative of support for about the last 6 or so years
>>> (whenever it was off shored).  Support techs seem to read from a script.
>>> Based on what I was seeing, I suspect that this particular tech was reading
>>> only the description in a notification and not from the actual support

Re: Support - An open letter to BMC

[Warren R. Baltimore II]

How drunk were they when the voted "Best Support" to BMC?

Or is it that our expectations are just so low?

On Tue, Jun 5, 2012 at 9:05 AM, John Sundberg  wrote:

> ** Or….
>
> They had a nice little form pre-installe into ARS that you opened to fill
> out a support ticket…
>
> It asks a few questions -- and then generates all the answers in a format
> that can be sucked into a program on the other side. (you could copy/pasted
> it into the support web site -- or auto push - if you allowed such a thing)
>
> That way - they get all the info they want...
>
> Such an easy problem to solve… Must not be much interest (or vision???) to
> improve support.
>
> BTW -- don't forget BMC did win an award for Best Support at WWRUG last
> year.
>
>
>
> -John
>
>
>
> On Tue, Jun 5, 2012 at 8:00 AM, Tommy Morris 
> wrote:
>
>> **
>>
>> Wouldn’t it be nice if BMC had all of their client’s information on file
>> so you wouldn’t have to list version, OS, etc? Maybe they could have a web
>> portal where clients could log in and update their environment? Possibly
>> the system could have a couple of different environment options such as
>> Dev, QA, Prod and then a client created a support ticket they could select
>> the environment that the issue is being reported upon? Oh! I know! Maybe,
>> just maybe the data could be stored in some sort of configuration
>> management something or other so that the data could be managed easily.
>> H…. I wonder if BMC could find a useful tool that could handle that.*
>> ***
>>
>> ** **
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] *On Behalf Of *Warren R. Baltimore II
>> *Sent:* Tuesday, June 05, 2012 7:43 AM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Support - An open letter to BMC
>>
>> ** **
>>
>> ** 
>>
>> Once again, I have submitted a ticket that has an abundance of
>> information regarding my problem.
>>
>>  
>>
>> It lists the ARS version and patch
>>
>> It lists the Server type and OS
>>
>> It lists the Db and version
>>
>> It gives a succinct description of the issue
>>
>>  
>>
>> I then received a response almost 45 minutes later (which I was quite
>> pleased with!  Quick Turn around!)
>>
>>  
>>
>> After reading the response, I was tempted to buy a ticket to wherever the
>> hell support was and deliver my feelings in person!
>>
>>  
>>
>> Response follows:
>>
>>  
>>
>> *Hi Warren,**
>>
>> Thank you for contacting BMC Remedy Support.
>>
>> Our goal at BMC is to provide you with an excellent customer service
>> experience. If for any reason you feel this issue is not progressing
>> properly, please discuss it with me or feel free to contact our Support
>> Manager * at  <@bmc.com>@bmc.com
>>
>> I am ** and I shall be assisting you with this issue.
>>
>> This mail is regarding Issue "ISS03967224"with issue summary as: "I am
>> unable to search for a join of 3 forms utilizing the Request ID field."
>>
>> -
>> Thanks for the initial information.
>>
>> I tried to call you unfortunately reached VM.
>>
>> In order to fully understand the affected environment and narrow down the
>> possibilities, please address the following for me:
>>
>> 1) What is the AR Server version & Patch level?
>> 2) What is the OS and version that the Remedy environment is installed on?
>> 3) What database and version does the AR Server use? Is it local or
>> remote to the AR Server installation?
>> 4) Have you upgraded your environment? If yes then from which version
>> please specify?
>> 5) Have you done any customization? Please explain?
>> 6) When you are getting the error?
>> 7) What is the exact error message you are getting
>> -
>> Please send me the information at your earliest, it will help me to
>> investigate issue further.
>>
>> Kindly let me know if you have any concerns on this issue.
>>
>> *
>> My response was blunt:
>>
>>  
>>
>> *With the exception of question 5, I answered EVERY question in the
>> ticket.  **
>>
>> Question 5:  we have not upgraded.
>>
>> As to customization, lightly.  You will notice that this is a join I
>> built!*
>>
>> ___
>>
>>  
>>
>> This has been indicative of support for about the last 6 or so years
>> (whenever it was off shored).  Support techs seem to read from a script.
>> Based on what I was seeing, I suspect that this particular tech was reading
>> only the description in a notification and not from the actual support
>> request.
>>
>>  
>>
>> I don't think I blame the techs.  I suspect that they are all hard
>> working people who get lousy pay and little training.
>>
>>  
>>
>> I remember sitting in a hall some years back (San Jose perhaps) and being
>> told by BMC how it was going to be so wonderful when they offshore
>> supp

Re: Support - An open letter to BMC

[John Sundberg]

Or….

They had a nice little form pre-installe into ARS that you opened to fill
out a support ticket…

It asks a few questions -- and then generates all the answers in a format
that can be sucked into a program on the other side. (you could copy/pasted
it into the support web site -- or auto push - if you allowed such a thing)

That way - they get all the info they want...

Such an easy problem to solve… Must not be much interest (or vision???) to
improve support.

BTW -- don't forget BMC did win an award for Best Support at WWRUG last
year.



-John



On Tue, Jun 5, 2012 at 8:00 AM, Tommy Morris wrote:

> **
>
> Wouldn’t it be nice if BMC had all of their client’s information on file
> so you wouldn’t have to list version, OS, etc? Maybe they could have a web
> portal where clients could log in and update their environment? Possibly
> the system could have a couple of different environment options such as
> Dev, QA, Prod and then a client created a support ticket they could select
> the environment that the issue is being reported upon? Oh! I know! Maybe,
> just maybe the data could be stored in some sort of configuration
> management something or other so that the data could be managed easily.
> H…. I wonder if BMC could find a useful tool that could handle that.**
> **
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Warren R. Baltimore II
> *Sent:* Tuesday, June 05, 2012 7:43 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Support - An open letter to BMC
>
> ** **
>
> ** 
>
> Once again, I have submitted a ticket that has an abundance of information
> regarding my problem.
>
>  
>
> It lists the ARS version and patch
>
> It lists the Server type and OS
>
> It lists the Db and version
>
> It gives a succinct description of the issue
>
>  
>
> I then received a response almost 45 minutes later (which I was quite
> pleased with!  Quick Turn around!)
>
>  
>
> After reading the response, I was tempted to buy a ticket to wherever the
> hell support was and deliver my feelings in person!
>
>  
>
> Response follows:
>
>  
>
> *Hi Warren,**
>
> Thank you for contacting BMC Remedy Support.
>
> Our goal at BMC is to provide you with an excellent customer service
> experience. If for any reason you feel this issue is not progressing
> properly, please discuss it with me or feel free to contact our Support
> Manager * at  <@bmc.com>@bmc.com
>
> I am ** and I shall be assisting you with this issue.
>
> This mail is regarding Issue "ISS03967224"with issue summary as: "I am
> unable to search for a join of 3 forms utilizing the Request ID field."
>
> -
> Thanks for the initial information.
>
> I tried to call you unfortunately reached VM.
>
> In order to fully understand the affected environment and narrow down the
> possibilities, please address the following for me:
>
> 1) What is the AR Server version & Patch level?
> 2) What is the OS and version that the Remedy environment is installed on?
> 3) What database and version does the AR Server use? Is it local or remote
> to the AR Server installation?
> 4) Have you upgraded your environment? If yes then from which version
> please specify?
> 5) Have you done any customization? Please explain?
> 6) When you are getting the error?
> 7) What is the exact error message you are getting
> -
> Please send me the information at your earliest, it will help me to
> investigate issue further.
>
> Kindly let me know if you have any concerns on this issue.
>
> *
> My response was blunt:
>
>  
>
> *With the exception of question 5, I answered EVERY question in the
> ticket.  **
>
> Question 5:  we have not upgraded.
>
> As to customization, lightly.  You will notice that this is a join I built!
> *
>
> ___
>
>  
>
> This has been indicative of support for about the last 6 or so years
> (whenever it was off shored).  Support techs seem to read from a script.
> Based on what I was seeing, I suspect that this particular tech was reading
> only the description in a notification and not from the actual support
> request.
>
>  
>
> I don't think I blame the techs.  I suspect that they are all hard working
> people who get lousy pay and little training.
>
>  
>
> I remember sitting in a hall some years back (San Jose perhaps) and being
> told by BMC how it was going to be so wonderful when they offshore
> support.  All of the domestic support people would be moved to different
> parts of the structure to utilize that wonderful institutional knowledge
> they had, and the new support staff would be given all the training and
> support they needed to maintain a high level of support
>
>  
>
> It hasn't worked out that way.  

Re: Support - An open letter to BMC

[Longwing, LJ CTR MDA/IC]

Tommy,
I know your post is just DRIPPING with sarcasmbut the TRULY sad part is 
they already have ALL of that in place, but don't utilize it.  I have filled 
out god only knows how many 'system information spreadsheets' for them over the 
years...just to get another request for another one the NEXT time I open a 
ticket...

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris
Sent: Tuesday, June 05, 2012 7:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: Support - An open letter to BMC

** 

Wouldn't it be nice if BMC had all of their client's information on file so you 
wouldn't have to list version, OS, etc? Maybe they could have a web portal 
where clients could log in and update their environment? Possibly the system 
could have a couple of different environment options such as Dev, QA, Prod and 
then a client created a support ticket they could select the environment that 
the issue is being reported upon? Oh! I know! Maybe, just maybe the data could 
be stored in some sort of configuration management something or other so that 
the data could be managed easily. H I wonder if BMC could find a useful 
tool that could handle that.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Tuesday, June 05, 2012 7:43 AM
To: arslist@ARSLIST.ORG
Subject: Support - An open letter to BMC

 

** 

Once again, I have submitted a ticket that has an abundance of information 
regarding my problem.

 

It lists the ARS version and patch

It lists the Server type and OS

It lists the Db and version

It gives a succinct description of the issue

 

I then received a response almost 45 minutes later (which I was quite pleased 
with!  Quick Turn around!)

 

After reading the response, I was tempted to buy a ticket to wherever the hell 
support was and deliver my feelings in person!

 

Response follows:

 

Hi Warren,

Thank you for contacting BMC Remedy Support.

Our goal at BMC is to provide you with an excellent customer service 
experience. If for any reason you feel this issue is not progressing properly, 
please discuss it with me or feel free to contact our Support Manager 
* at   @bmc.com

I am ** and I shall be assisting you with this issue.

This mail is regarding Issue "ISS03967224"with issue summary as: "I am unable 
to search for a join of 3 forms utilizing the Request ID field."

-
Thanks for the initial information.

I tried to call you unfortunately reached VM.

In order to fully understand the affected environment and narrow down the 
possibilities, please address the following for me:

1) What is the AR Server version & Patch level?
2) What is the OS and version that the Remedy environment is installed on?
3) What database and version does the AR Server use? Is it local or remote to 
the AR Server installation?
4) Have you upgraded your environment? If yes then from which version please 
specify?
5) Have you done any customization? Please explain?
6) When you are getting the error?
7) What is the exact error message you are getting
-
Please send me the information at your earliest, it will help me to investigate 
issue further.

Kindly let me know if you have any concerns on this issue.


My response was blunt:

 

With the exception of question 5, I answered EVERY question in the ticket.  

Question 5:  we have not upgraded.

As to customization, lightly.  You will notice that this is a join I built!

___

 

This has been indicative of support for about the last 6 or so years (whenever 
it was off shored).  Support techs seem to read from a script.  Based on what I 
was seeing, I suspect that this particular tech was reading only the 
description in a notification and not from the actual support request.

 

I don't think I blame the techs.  I suspect that they are all hard working 
people who get lousy pay and little training.

 

I remember sitting in a hall some years back (San Jose perhaps) and being told 
by BMC how it was going to be so wonderful when they offshore support.  All of 
the domestic support people would be moved to different parts of the structure 
to utilize that wonderful institutional knowledge they had, and the new support 
staff would be given all the training and support they needed to maintain a 
high level of support

 

It hasn't worked out that way.  2 years after BMC pulled the trigger, support 
was so bad that I ended up in an hour long phone conversation with the 
individual who was tasked with managing that operation (I wish I could remember 
his name).  I expressed my concerns and found that for the most part, he agreed 
with my assessment!  The term he used at the time to describe where

Re: Support - An open letter to BMC

[Tommy Morris]

Wouldn't it be nice if BMC had all of their client's information on file so you 
wouldn't have to list version, OS, etc? Maybe they could have a web portal 
where clients could log in and update their environment? Possibly the system 
could have a couple of different environment options such as Dev, QA, Prod and 
then a client created a support ticket they could select the environment that 
the issue is being reported upon? Oh! I know! Maybe, just maybe the data could 
be stored in some sort of configuration management something or other so that 
the data could be managed easily. H I wonder if BMC could find a useful 
tool that could handle that.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Tuesday, June 05, 2012 7:43 AM
To: arslist@ARSLIST.ORG
Subject: Support - An open letter to BMC

**
Once again, I have submitted a ticket that has an abundance of information 
regarding my problem.

It lists the ARS version and patch
It lists the Server type and OS
It lists the Db and version
It gives a succinct description of the issue

I then received a response almost 45 minutes later (which I was quite pleased 
with!  Quick Turn around!)

After reading the response, I was tempted to buy a ticket to wherever the hell 
support was and deliver my feelings in person!

Response follows:

Hi Warren,

Thank you for contacting BMC Remedy Support.

Our goal at BMC is to provide you with an excellent customer service 
experience. If for any reason you feel this issue is not progressing properly, 
please discuss it with me or feel free to contact our Support Manager 
* at @bmc.com

I am ** and I shall be assisting you with this issue.

This mail is regarding Issue "ISS03967224"with issue summary as: "I am unable 
to search for a join of 3 forms utilizing the Request ID field."

-
Thanks for the initial information.

I tried to call you unfortunately reached VM.

In order to fully understand the affected environment and narrow down the 
possibilities, please address the following for me:

1) What is the AR Server version & Patch level?
2) What is the OS and version that the Remedy environment is installed on?
3) What database and version does the AR Server use? Is it local or remote to 
the AR Server installation?
4) Have you upgraded your environment? If yes then from which version please 
specify?
5) Have you done any customization? Please explain?
6) When you are getting the error?
7) What is the exact error message you are getting
-
Please send me the information at your earliest, it will help me to investigate 
issue further.

Kindly let me know if you have any concerns on this issue.


My response was blunt:

With the exception of question 5, I answered EVERY question in the ticket.

Question 5:  we have not upgraded.

As to customization, lightly.  You will notice that this is a join I built!
___

This has been indicative of support for about the last 6 or so years (whenever 
it was off shored).  Support techs seem to read from a script.  Based on what I 
was seeing, I suspect that this particular tech was reading only the 
description in a notification and not from the actual support request.

I don't think I blame the techs.  I suspect that they are all hard working 
people who get lousy pay and little training.

I remember sitting in a hall some years back (San Jose perhaps) and being told 
by BMC how it was going to be so wonderful when they offshore support.  All of 
the domestic support people would be moved to different parts of the structure 
to utilize that wonderful institutional knowledge they had, and the new support 
staff would be given all the training and support they needed to maintain a 
high level of support

It hasn't worked out that way.  2 years after BMC pulled the trigger, support 
was so bad that I ended up in an hour long phone conversation with the 
individual who was tasked with managing that operation (I wish I could remember 
his name).  I expressed my concerns and found that for the most part, he agreed 
with my assessment!  The term he used at the time to describe where BMC had 
found themselves was that the trigger had been pulled, the deed was done and 
there was no going back!  So here we are,

I am not saying that every time I have dealt with support that it is always a 
disaster, it isn't.  As with any organization, there are bright spots.  Every 
tech I deal with seems to have a genuine desire to help.  But the process does 
not work, and the knowledge isn't always what it should be.  And (perhaps the 
biggest sin in my mind), the tool that they should be using isn't utilized!  
Why do we take the time to fill out all of the data in the support request that 
they request if they are 

Re: I am unable to search against the Request ID of a 3 form join.

[Warren R. Baltimore II]

You are able to search a join request ID in that fashion.  In fact, I do it
all the time!  It works on my production server (which is at a lower patch
level (6.3 patch 16).

There are work arounds, and I suspect that I will have to utilize them.

Thanks for the quick replies!

On Tue, Jun 5, 2012 at 8:37 AM, Misi Mladoniczky  wrote:

> Hi,
>
> I do not think that you can search directly in a Join-request-id like
> that. Some clients might be able to decipher the entered string though.
>
> If you look at the API, you can retrieve records, and in this case you
> supply an array of the three ids in the correct order.
>
> The simplest option, that should work across versions and clients, seems
> to be to expose all three core request id field, and do a search in these
> instead:
> ('Request ID1' = "931" AND
>  'Request ID2' = "0002548" AND
>  'Request ID3' = "0001520")
>
>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. Wouldn't you use the 'LIKE' instead of '=' in this case?  Seems like
> > Equal is not the correct operator if there are multiple Request ID's
> > within
> > the field.
> > And why would there be multiple values within the Request ID anyway?  It
> > seems to be an incorrect assumption given the error message you are
> > getting
> > anyway.
> > If you were to look at the data of your new join form, via say
> > ARUtilities'
> > SQL function (which I just love now) maybe you would see what the field
> > data looks like.
> >
> > use a SQL like this (if your database is MS SQL Server)
> >
> > SELECT Request_ID,someotherfield, another_field FROM My_Join_Form
> >
> > and see what it looks like.  I'm not online right now so I can't test it
> > on
> > a join form for you.  plus I'm not on the same version...
> > Hope this helps anyway.  :)
> >
> >
> > On Mon, Jun 4, 2012 at 5:53 PM, Warren R. Baltimore II <
> > warrenbaltim...@gmail.com> wrote:
> >
> >> **
> >> ARS 6.3 patch 23 running on Solaris (SunOS 5.1)
> >>
> >> I have a join form that joins another join to AP:Signature.
> >>
> >> When I try to search against the Request ID using the following search:
> >> 'Request ID' = "931|0002548|0001520"
> >> I get no matching requests
> >>
> >> If I try searching directly in the field, I get:  "ARERR [101] Entry ID
> >> parameter value is longer than the maximum allowed length"
> >>
> >> I've submitted a ticket to BMC, but I thought I'd see who was faster!
> >>
> >> Any help would be most appreciated.
> >>
> >> --
> >> Warren R. Baltimore II
> >> Remedy Developer
> >> 410-533-5367
> >> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
> >
> >
> >
> >
> > --
> > *Nancy Tietz*
> > Application Systems Analyst Programmer
> > AIS - FIN / ITSM
> > Information Technology Services
> > University of Michigan
> > x30515
> >
> >
> ___
> > 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"
>



-- 
Warren R. Baltimore II
Remedy Developer
410-533-5367

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"

Support - An open letter to BMC

[Warren R. Baltimore II]

Once again, I have submitted a ticket that has an abundance of information
regarding my problem.

It lists the ARS version and patch
It lists the Server type and OS
It lists the Db and version
It gives a succinct description of the issue

I then received a response almost 45 minutes later (which I was quite
pleased with!  Quick Turn around!)

After reading the response, I was tempted to buy a ticket to wherever the
hell support was and deliver my feelings in person!

Response follows:

*Hi Warren,

Thank you for contacting BMC Remedy Support.

Our goal at BMC is to provide you with an excellent customer service
experience. If for any reason you feel this issue is not progressing
properly, please discuss it with me or feel free to contact our Support
Manager * at @bmc.com

I am ** and I shall be assisting you with this issue.

This mail is regarding Issue "ISS03967224"with issue summary as: "I am
unable to search for a join of 3 forms utilizing the Request ID field."

-
Thanks for the initial information.

I tried to call you unfortunately reached VM.

In order to fully understand the affected environment and narrow down the
possibilities, please address the following for me:

1) What is the AR Server version & Patch level?
2) What is the OS and version that the Remedy environment is installed on?
3) What database and version does the AR Server use? Is it local or remote
to the AR Server installation?
4) Have you upgraded your environment? If yes then from which version
please specify?
5) Have you done any customization? Please explain?
6) When you are getting the error?
7) What is the exact error message you are getting
-
Please send me the information at your earliest, it will help me to
investigate issue further.

Kindly let me know if you have any concerns on this issue.

*
My response was blunt:

*With the exception of question 5, I answered EVERY question in the
ticket.

Question 5:  we have not upgraded.

As to customization, lightly.  You will notice that this is a join I built!*
___

This has been indicative of support for about the last 6 or so years
(whenever it was off shored).  Support techs seem to read from a script.
Based on what I was seeing, I suspect that this particular tech was reading
only the description in a notification and not from the actual support
request.

I don't think I blame the techs.  I suspect that they are all hard working
people who get lousy pay and little training.

I remember sitting in a hall some years back (San Jose perhaps) and being
told by BMC how it was going to be so wonderful when they offshore
support.  All of the domestic support people would be moved to different
parts of the structure to utilize that wonderful institutional knowledge
they had, and the new support staff would be given all the training and
support they needed to maintain a high level of support

It hasn't worked out that way.  2 years after BMC pulled the trigger,
support was so bad that I ended up in an hour long phone conversation with
the individual who was tasked with managing that operation (I wish I could
remember his name).  I expressed my concerns and found that for the most
part, he agreed with my assessment!  The term he used at the time to
describe where BMC had found themselves was that the trigger had been
pulled, the deed was done and there was no going back!  So here we are,

I am not saying that every time I have dealt with support that it is always
a disaster, it isn't.  As with any organization, there are bright spots.
Every tech I deal with seems to have a genuine desire to help.  But the
process does not work, and the knowledge isn't always what it should be.
And (perhaps the biggest sin in my mind), the tool that they should be
using isn't utilized!  Why do we take the time to fill out all of the data
in the support request that they request if they are not even going to
bother reading it

What's the solution?  I'm not sure.  But the current system isn't working.

Warren R. Baltimore II
Remedy Developer since ARS 3.2
410-533-5367

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Re: I am unable to search against the Request ID of a 3 form join.

[Misi Mladoniczky]

Hi,

I do not think that you can search directly in a Join-request-id like
that. Some clients might be able to decipher the entered string though.

If you look at the API, you can retrieve records, and in this case you
supply an array of the three ids in the correct order.

The simplest option, that should work across versions and clients, seems
to be to expose all three core request id field, and do a search in these
instead:
('Request ID1' = "931" AND
 'Request ID2' = "0002548" AND
 'Request ID3' = "0001520")

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. Wouldn't you use the 'LIKE' instead of '=' in this case?  Seems like
> Equal is not the correct operator if there are multiple Request ID's
> within
> the field.
> And why would there be multiple values within the Request ID anyway?  It
> seems to be an incorrect assumption given the error message you are
> getting
> anyway.
> If you were to look at the data of your new join form, via say
> ARUtilities'
> SQL function (which I just love now) maybe you would see what the field
> data looks like.
>
> use a SQL like this (if your database is MS SQL Server)
>
> SELECT Request_ID,someotherfield, another_field FROM My_Join_Form
>
> and see what it looks like.  I'm not online right now so I can't test it
> on
> a join form for you.  plus I'm not on the same version...
> Hope this helps anyway.  :)
>
>
> On Mon, Jun 4, 2012 at 5:53 PM, Warren R. Baltimore II <
> warrenbaltim...@gmail.com> wrote:
>
>> **
>> ARS 6.3 patch 23 running on Solaris (SunOS 5.1)
>>
>> I have a join form that joins another join to AP:Signature.
>>
>> When I try to search against the Request ID using the following search:
>> 'Request ID' = "931|0002548|0001520"
>> I get no matching requests
>>
>> If I try searching directly in the field, I get:  "ARERR [101] Entry ID
>> parameter value is longer than the maximum allowed length"
>>
>> I've submitted a ticket to BMC, but I thought I'd see who was faster!
>>
>> Any help would be most appreciated.
>>
>> --
>> Warren R. Baltimore II
>> Remedy Developer
>> 410-533-5367
>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
>
>
> --
> *Nancy Tietz*
> Application Systems Analyst Programmer
> AIS - FIN / ITSM
> Information Technology Services
> University of Michigan
> x30515
>
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Re: I am unable to search against the Request ID of a 3 form join.

[Nancy Tietz]

Hi. Wouldn't you use the 'LIKE' instead of '=' in this case?  Seems like
Equal is not the correct operator if there are multiple Request ID's within
the field.
And why would there be multiple values within the Request ID anyway?  It
seems to be an incorrect assumption given the error message you are getting
anyway.
If you were to look at the data of your new join form, via say ARUtilities'
SQL function (which I just love now) maybe you would see what the field
data looks like.

use a SQL like this (if your database is MS SQL Server)

SELECT Request_ID,someotherfield, another_field FROM My_Join_Form

and see what it looks like.  I'm not online right now so I can't test it on
a join form for you.  plus I'm not on the same version...
Hope this helps anyway.  :)


On Mon, Jun 4, 2012 at 5:53 PM, Warren R. Baltimore II <
warrenbaltim...@gmail.com> wrote:

> **
> ARS 6.3 patch 23 running on Solaris (SunOS 5.1)
>
> I have a join form that joins another join to AP:Signature.
>
> When I try to search against the Request ID using the following search:
> 'Request ID' = "931|0002548|0001520"
> I get no matching requests
>
> If I try searching directly in the field, I get:  "ARERR [101] Entry ID
> parameter value is longer than the maximum allowed length"
>
> I've submitted a ticket to BMC, but I thought I'd see who was faster!
>
> Any help would be most appreciated.
>
> --
> Warren R. Baltimore II
> Remedy Developer
> 410-533-5367
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_




-- 
*Nancy Tietz*
Application Systems Analyst Programmer
AIS - FIN / ITSM
Information Technology Services
University of Michigan
x30515

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Direct URL for create or search a Incident

[Oliver Nitsche]

I'm still quite new in administrating and developing with the ARSystem.

I have now a question but i haven´t found any information.

I hope you can help me with the following question?

To simplify the work of colleagues in our service desk, we are looking for a 
way to create a link for search or create incidents directly through the 
browser.

Is there a way to create a link wich can stored as a bookmark, so the Page for 
e.g. creating a new Incident, can opened directly by using this bookmark in the 
browser?

Thank you very much in advance for your support.

Have a nice Day

Oliver

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Re: Digging deep into MidTier 764

[Nau, Michael]

...IE also has DevTools (F12)

 

*waves Microsoft flag*

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: Tuesday, June 05, 2012 7:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Digging deep into MidTier 764

 

** Chrome has a javascript debugger.

Firefox has plugins that can debug javascript.

 

Turn one of those on and trigger the event and see what flys by.

 

Axton

 

On Mon, Jun 4, 2012 at 9:28 PM, Joe Martin D'Souza 
wrote:

** 

That's a good question.. I found this article that somewhat discusses
this same problem..

 

http://ejohn.org/blog/deep-tracing-of-internet-explorer/

 

Sorry I do not have better answers than that. I thought for a moment
that the mid tier fine logging would do it.

 

Joe

 

From: John Sundberg   

Sent: Monday, June 04, 2012 8:11 PM

Newsgroups: public.remedy.arsystem.general

To: arslist@ARSLIST.ORG 

Subject: Re: Digging deep into MidTier 764

 

** 

Nope - how can you tell what is running?

 

Is there a way to see what JavaScript events are connected to a
text_area?

 

-John

Sent from my iPhone


On Jun 4, 2012, at 5:42 PM, Joe Martin D'Souza 
wrote:

** 

Did you try the run process action to set that flag, and see
what executes on the page when that action runs?

 

Joe

 

From: John Sundberg   

Sent: Monday, June 04, 2012 6:03 PM

Newsgroups: public.remedy.arsystem.general

To: arslist@ARSLIST.ORG 

Subject: Digging deep into MidTier 764

 

** 

 

If you open the User form (or any form) in Submit mode...

 

Then - if you go to any field - and type any character - the
form is now "dirty" - and the save button is enabled and the record can
be submitted. 

 

 

Wondering - does anybody know what javascript is setting that
document to be "dirty" -- and how the button gets enabled?

It does not seem to be triggered by keyup, keydown, fieldchange.

 

 

 

I am writing some code that calls directly into the javascript -
but I have been unable to find how that button is getting enabled.

 

 

 

 

 

-John

 

 

 

-- 

John Sundberg

Kinetic Data, Inc. 

"Your Business. Your Process."

WWRUG10 Best Customer Service/Support Award

WWRUG09 Innovator of the Year Award

 

651-556-0930 I john.sundb...@kineticdata.com  

www.kineticdata.com   I
community.kineticdata.com  

_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: No index on the Name field of BMC.CORE:BMC_BaseElement (7.6.04)

[Misi Mladoniczky]

Hi,

I added that index in my last 7.6.04 project, and it made a really big
difference in performance.

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.

> Hello,
>
> We are reviewing the customizations we did for CMDB 2.1 in preparation for
> an upgrade to 7.6.04.  Way back when, an index was added on the Name field
> of BaseElement to improve CI search speeds for our customers.  I remember
> thinking at the time that it was odd that it wasn't already there and I
> see
> its still not there for 7.6.04.  Which makes me wonder if that is a BMC
> oversight, or if it is by design and we are misunderstanding the purpose
> of
> the Name field and best practices for searching for CIs?  Is there a
> reason
> we DON'T want to be using that field for searching or any reason that I
> shouldn't re-add the index?
>
> Any thoughts are appreciated.
>
> Thanks,
> Thad
> (Oracle database if that changes the response somehow)
>
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