Re: 7.6.04 Patches / installers only?
Hi, They apparently removed it, as the number of files got too big... I have done file comparisons between the files in the installers, and created my own file-by-file patching. The main hiccup with this was that a few files had actually changed names, and it was hard to match them up. This was mainly in Mid-Tier if I recall this right. I have a perl-script that can download patches, apply them to your system, and also do MD5-sum comparison between files with matching names. I originally published the rrrpatch.pl script att BMCDN. But after BMC stopped with the file-by-file upgrade path, it gets too complicated to be useful for most people, and I have not put the latest update there... https://communities.bmc.com/communities/docs/DOC-8893 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. I might have missed this on the list: what happened to the files replacement option? verses the installers.. Are these gone? -- Patrick Zandi ___ 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
Development question
Hi listers, I have a question for developers. I've got a solution, but I want to know if there is a better option, since it doesn't satisfy me 100%. Here's the case (It's not really my case, but a simplified version of it): I have one form: AAA:Invoices. This form has a table field that shows related requests on AAA:DetailLines. So each invoice in AAA:Invoices is related to several Detail Lines in AAA:DetailLines. I have a field in AAA:Invoices that is a parameter used to compute the value of the detail lines. I call it: InvoiceParameter. I have a filter that when InvoiceParameter is changed, it propagates it to all related detail lines. When those lines are modified, they automatically (with filters) recalculate their value. I also have a total value field at AAA:Invoices that it is the sum of the detail lines. I want to keep it updated, so I thinked some options, but concurrency makes the result going wrong. Summarizing the case: The objective is that when modifying the field InvoiceParameter at an Invoice, it propagates to the detail lines, recalculating its value, and returns to the invoice with the total as the sum of all detail lines. If I do it with a filter, the contents of the table at AAA:Invoice is not updated until the end of the transaction. So I can't see the new values. And If I use parameter sending, only one of the detail lines, do actually change the value, the rest are lost, (beacuse concurrency). Using the override phase at PUSH actions, it overrides the ARS action, but not the SQL sending, that is sent at the end. My solution is to have a filter at AAA:Invoice that propagates the InvoiceParameter to the detail lines. Then the detail lines compute the result and make a PUSH to the Invoice marking a flag field (so no concurrency error is possible). Then an escalation executes at every minute on marked invoices, that computes the total. I hate using escalations for complex computations. Do you know any other way to achieve my objective without escalations? Jose M. Huerta Project Manager** Movil: 661 665 088 Telf.: 971 75 03 24 Fax: 971 75 07 94 http://www.sm2baleares.es/ SM2 Baleares S.A. C/Rita Levi Edificio SM2 Parc Bit 07121 Palma de Mallorca http://es-es.facebook.com/pages/SM2-Baleares/158608627954 http://twitter.com/#!/SM2Baleares http://www.linkedin.com/company/sm2-baleares La información contenida en este mensaje de correo electrónico es confidencial. La misma, es enviada con la intención de que únicamente sea leída por la persona(s) a la(s) que va dirigida. El acceso a este mensaje por otras personas no está autorizado, por lo que en tal caso, le rogamos que nos lo comunique por la misma vía, se abstenga de realizar copias del mensaje o remitirlo o entregarlo a otra persona y proceda a borrarlo de inmediato. P Por favor, no imprima este mensaje ni sus documentos adjuntos si no es necesario. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are image001.jpgimage004.jpgimage003.jpgimage002.jpg
Re: Web Services and WebAuth
Joe, The only SSO I've ever worked on was based on the community sample one...but the way we implemented it was to Kerberos protect the /arsys context. This made it so that you couldn't even get to the web service without first Kerberos authenticating. I suspect that this is the problem that Gifthia is experiencing. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Friday, June 08, 2012 2:49 PM To: arslist@ARSLIST.ORG Subject: Re: Web Services and WebAuth OK I admit I have never done this before but isn't this what the web service authentication from the mid-tier is for where you specify the anonymous user and its password? -Original Message- From: Longwing, LJ CTR MDA/IC Sent: Friday, June 08, 2012 1:18 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Web Services and WebAuth Gifthia, Being you are building the WebAuth...you should be able to build something that says 1 - Connection attempt is being made 2 - Prompt for validation (whatever method you are using for that validation 2a - If they provide proper validation, pass that validation onto the application and give them what they need (this is what you are already doing) 2b - If they can't/won't provide proper validation ( the scenario you are trying to make work), pass them onto the application as anonymous (this would be just like not having SSO in place) -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy Guy Sent: Friday, June 08, 2012 11:10 AM To: arslist@ARSLIST.ORG Subject: Re: Web Services and WebAuth ** Hi Joe, This is not Cisco WebAuth! But, an internally developed one! Thanks for your help! In a nutshell, my problem is that - the applications are protected by WebAuth! So, before the external application reaches the webservice published from Remedy Application, it should authenticate with WebAuth! So, I need to figure out a way in which the external application can by pass WebAUth and contact web services directly! I am just stuck wondering which direction should i head towards first?!? Thanks, Gifthia On Thu, Jun 7, 2012 at 8:38 PM, Joe Martin D'Souza jdso...@shyle.net wrote: Gifthia Is it Cisco WebAuth? I am currently dealing with web services issues too (not authentication) but am interested in your thread for that reason. I do not know what your problem may be but wish to follow this thread.. If I do get some information related to this I'll share.. Joe -Original Message- From: Gifthia Sent: Thursday, June 07, 2012 5:52 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Web Services and WebAuth Hi Friends! We use ARS 7.1 patch 6, Unix Server! We have published web services to communicate with an Oracle eAM application! The problem is - We use SSO / WebAuth for authentication for all applications used! So, when the external application is trying to call the Web Service, it needs to be WebAuthed first (obviously)! Is there a way, we can make the webservice bypass WebAuth by any means? Or does Web Service support WEBAUTH if i change any settings! I am new to this area and stuck with this?It will be great if someone can help me on this! Thanks, Gifthia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Webservices and Queries
Hi Folks, I could use some help from the community to verify that the information I am receiving from BMC support is correct. The issue has to do with queries issued through a web service running against an ARS form. Specifically, the query includes a clause like this: urn:qualification'datemodified' = 05/30/2012 20:00:00/urn:qualification compared to a query like this: urn:qualification'datemodified' = 05/30/2012 20:00:00 EDT/urn:qualification The AR server, Mid-tier server and the client are all operating in the US Eastern time zone with their date/times set to local time. My contention is that these two queries should produce the same result. However, in my system, they do not. The query containing the explicit specification of the timezone (EDT) produces the correct result. The other does not. It should be noted that the query which does not include the timezone information DID produce the correct result prior to the onset of DST in the US. Unfortunately, I can not say what would have been returned before the onset of DST if EST had been included in the query since we were not in the habit of specifying time zone information until this problem was discovered. I am looking for someone who has a similar environment and is willing to run a test for me to see if you get the expected results on you system. Ideally, I would like to see the results from a client/server/Mid-tier combination in the Eastern time zone of the US operating under DST. The other specifics of my system as listed below. The following is BMC support explanation of why the results I am seeing are the expected behavior: The below is a confirmation from RD about the statements I've provided you with earlier: You have to specify a timezone, otherwise there's no way for arserver to know what time you mean by 05/30/2012 10:00:00. MT and the Java API just pass the query through as a string, they don't try to interperate what that date/time value represents as far as timezone is concerned. Thanks for any assistance you can provide. Larry Configuration: AR Server 7.6.03 Patch 002 201107191530 on Solaris 10 Oracle 11.2.0.2.0 - 64bit on Solaris 10 Mid-tier: Server: 7.6.04 SP2 Hotfix 121511 Tomcat: Apache Tomcat/6.0.32 OS: Linux JAVA: 1.7.0_02 Larry Robinson Remedy Developer/Administrator NC State University On Mon, Apr 30, 2012 at 4:19 PM, L G Robinson n...@ncsu.edu wrote: Hi Folks, Sorry to be late to this party... I have an open issue with ColumnIT regarding DST and web services. From my observation, it appears that the web service assumes EST instead of EDT if no timezone information is present in the query (I'm in NC). Here is a more complete description of my issue: We have discovered a problem with our Mid-tier servers, possibly related to the onset of Daylight Saving Time. We have implemented several web service calls, some of which accept arbitrary queries. If a query includes a date/time component, the returned results are not correct. For example: urn:qualification'datemodified' = 03/30/2012 10:00:00/urn:qualification does not return any results, even though there are records which match the specified criteria. However, if the query is changed to: urn:qualification'datemodified' = 03/30/2012 10:00:00 EDT/urn:qualification then the expected results are returned. This problem only presents with the web service calls. Similar queries made to the same server using the Windows User tool and through the Mid-tier web interface all return the expected results without having to append the EDT to the date/time string. I have confirmed the system date/time on the Mid-tier server to be correct. AR Server 7.6.03 Patch 002 201107191530 Mid Tier Version: 7.6.04 SP2 Hotfix 121511 Apache Tomcat/6.0.32 Java Version: 1.7.0_02-b13 OS: RH Linux 2.6.32-220.7.1.el6.x86_64 Hope this is helpful. Larry ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Updating Service CI name
The problem is that all updates are counted against the filter limit. So, if you have n records to be modified, and each modification causes m filters to run, you will get n*m filters total running in the transaction. A simple solution may be to say no maximum number of filters temporarily while you execute the change. You can use Meta-Update on a trial license (no cost) and it will effect all changes. Because each update is a separate API transaction, the filter limit will not be reached as the total number of filters executed will be m - not n*m If you are interested in a trial (which will effect your changes - just specify both your production and development servers on the trial form), then please contact me off-list. Cheers Ben Chernys Senior Software Architect Description: logoSthInc-sm Canada / Deutschland Mobile: +49 171 380 2329GMT + 1 + [ DST ] Email:mailto:Ben.Chernys_AT_softwaretoolhouse.com Ben.Chernys_AT_softwaretoolhouse.com Web: http://www.softwaretoolhouse.com/ www.softwaretoolhouse.com Check out Software Tool House's free Diary Editor and out Freebies Section for an ITSM 7.6.04 Forms and Fields spreadsheet. Meta-Update, our premium ARS Data tool, lets you automate your imports, migrations, in no time at all, without programming, without staging forms, without merge workflow. http://www.softwaretoolhouse.com/ http://www.softwaretoolhouse.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Boyd, Rebecca Sent: June-08-12 19:33 To: arslist@ARSLIST.ORG Subject: Re: Updating Service CI name ** Anne, It's been a while since we've talked. How are you? I am facing the same thing - renaming a Service CI - found your old post. How did you rename your Service CI? What did you do? I am on ITSM 7.5. Rebecca On Fri, Aug 13, 2010 at 2:38 PM, Ramey, Anne anne.ra...@nc.gov wrote: ** My management wants to rename a service CI that's been used for a very active service for quite a while. It is associated with tens of thousands (if not hundreds of thousands) of tickets. The name change fails and it appears from system messages that it is reaching the top of the filter stack (we have this set to 10,000). I don't think doing the same action via escalation will help at all. It's not as if the name change happened and just didn't update all the association. The name change itself never completes. Is there no way to change the name of a CI that is associated with large numbers of tickets? ARS 7.1 p 6 CMDB 2.1 p 4 Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ -- Rebecca Boyd Application Administrator Wake Forest University _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are image003.jpg smime.p7s Description: S/MIME cryptographic signature
Re: 7.6.04 Patches / installers only?
That would be great for the older stuff, and if your server had direct access to the internet. Oh which never is the case.. sniff sniff --- On Mon, Jun 11, 2012 at 6:26 AM, Misi Mladoniczky m...@rrr.se wrote: Hi, They apparently removed it, as the number of files got too big... I have done file comparisons between the files in the installers, and created my own file-by-file patching. The main hiccup with this was that a few files had actually changed names, and it was hard to match them up. This was mainly in Mid-Tier if I recall this right. I have a perl-script that can download patches, apply them to your system, and also do MD5-sum comparison between files with matching names. I originally published the rrrpatch.pl script att BMCDN. But after BMC stopped with the file-by-file upgrade path, it gets too complicated to be useful for most people, and I have not put the latest update there... https://communities.bmc.com/communities/docs/DOC-8893 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. I might have missed this on the list: what happened to the files replacement option? verses the installers.. Are these gone? -- Patrick Zandi ___ 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 -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
AUTO: Sharon-Michal Mamon-Meged is out of the office. (returning 14/06/2012)
I am out of the office until 14/06/2012. אני בקורס נא לפנות לנדיה שאלו Note: This is an automated response to your message Re: 7.6.04 Patches / installers only? sent on 11/6/2012 13:26:28. This is the only notification you will receive while this person is away. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
3-6 Month Remedy Contracts - NY
Hi all! I currently have multiple 3-6 month on-site contracts in Brooklyn and Manhattan, NY for a Remedy Developer. Below are the details. Please send your resume to tkie...@columnit.com if interested. Thanks, and I look forward to hear from you! JOB DESCRIPTION: * The Remedy Sr. Developer will serve as a lead technical resource. The candidate will work under the supervision of a Senior Technical Manager to manage and maintain custom applications built using the Remedy ARS platform ITSM v.6 and AR Server Platform v.7.0.01 Patch 006 200712062121. Responsibilities: * Maintains applications on Remedy platforms independently. Keen ability to utilize logging as a way to track workflow for unit testing, troubleshooting, and bug fixes. Experience with trouble-shooting on the 6.x and 7.0.1 platform (client and server side workflow, external application integration as it relates to Remedy AR System, MS SQL server database familiarity to the capacity of being able to run SQL queries that will allow mapping and tracking of AR System database tables). Other Qualifications * Programming skills * Experience with SDLC as it applies to Unit Testing, Design, Build, and Documentation * Thorough knowledge of BMC ARS Incident Module, CMDB functionality Required skills * Remedy ITSM 7.x and above System Administration * Windows OS/Network Administration * Remedy 6 HD,CM,AM Implementation Experience * Knowledge of Netcool/NetIQ is a plus * Experience as Remedy Developer for at least 5-6 years hands-on * Analysis skills, Technical documentation experience, and the ability to self manage Todd Kiefer Senior Technical Recruiting Manager Column Technical Services www.columntech.comhttp://www.columnit.com http://www.linkedin.com/in/toddkiefer1 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Remedy 7.6.04 Logon Audit Data
Is there a way table in the backend which can capture or keep a track the Individual Logon and Logout to remedy ? -- Your's Sincerely Rahul Bose ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Remedy 7.6.04 Logon Audit Data
Rahul, You can turn on license tracking in the Admin Console for 'Server Information'...and optionally turn on tracking for read licenses as well. This will record data for every login and logout of every user and can be used in server groups effectively. You can alternately turn on user logging to either form or file, which does effectively the same thing, but does it in log format. Either option has availability of tools to evaluate the data collected and can present various information and recommendations. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of rahul bose Sent: Monday, June 11, 2012 12:54 PM To: arslist@ARSLIST.ORG Subject: Remedy 7.6.04 Logon Audit Data ** Is there a way table in the backend which can capture or keep a track the Individual Logon and Logout to remedy ? -- Your's Sincerely Rahul Bose _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: Support - An open letter to BMC
Back in the California days the level one support actually could help resolve some incidents. They had a knowledge of the product and good institutional knowledge. Now the call center in Pune, or wherever it is in India, seems to recruit college kids who know nothing about Remedy and read from scripts. I got so fed up with it that I pushed my organization to change support providers. We moved in September and it is nice to be able to call someone that I don't have to repeat myself to several times or resort to email to get my point across. However, when this new organization gets stuck we are sent back to Black Hole of BMC support , where our incident languishes for weeks waiting on an engineer to become available. They seem to have a huge shortage of level three engineers. I believe that is why they stall us by trying to get endless log files and asking that we perform tests in production, during work hours. My suggestion to BMC is to hire more level three engineers in the USA. I don't mind working with the Indians, but I have a much easier time working with someone who is on this side of the globe and is not fighting sleep and the language. Hopefully whoever ends up buying BMC in the near future will take this into consideration and devise a better support model for us. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark Sent: Wednesday, June 06, 2012 11:43 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC The old California Remedy HelpDesk was great. The off-shored BMC Call Center never was and still isn't. At this point I really don't see anything changing about that. Call me a pessimist, but history is what it is. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Wednesday, June 06, 2012 11:30 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC Honestly... if you get someone in Austin, Atlanta, or California, you will get your ticket resolved and in a manner that speaks to the old Remedy support ways! I've had fantastic support from Russ, Max, Dolly, Dan, Doug... wow! They have a lot of D names there! Paula is a top notch manager! She gets results! -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of d...@wwrug.com Sent: Wednesday, June 06, 2012 11:18 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC I thought a cage match would do the trick :-) I think that face to face conversations add a lot. Even when Remedy support and quality were at their lowest (and I have heard arguments that that was still way above the bar at BMC up until now), and the VP of Worldwide Support was at the conference, metal detectors were not required. However, after listening in person, some attitudes changed and the results were win-win-win. Support and quality improved, they were perceived as improved, and everyone gained. For a few years Daniel -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris Sent: June 6, 2012 12:03 PM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC Daniel, are you going to have security check for pitchforks and torches? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of arslist Sent: Wednesday, June 06, 2012 11:01 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC Hi Jay, Would you be willing to stop by the WWRUG12 in October so you can talk in person to the folks having problems with Support? Daniel -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jay Shankar Sent: June 6, 2012 1:34 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC 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 ___ 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
Uh, U... the person who is looking at BMC is not currently interested in what the customers think, But then sometimes I wonder about the current administration... but I digress, so I would not be keen on the thought the next purchaser will be better, because historically that really rarely happens. IMHO On Mon, Jun 11, 2012 at 3:02 PM, Ortega, Jesus A jesus.ort...@lyondellbasell.com wrote: Back in the California days the level one support actually could help resolve some incidents. They had a knowledge of the product and good institutional knowledge. Now the call center in Pune, or wherever it is in India, seems to recruit college kids who know nothing about Remedy and read from scripts. I got so fed up with it that I pushed my organization to change support providers. We moved in September and it is nice to be able to call someone that I don't have to repeat myself to several times or resort to email to get my point across. However, when this new organization gets stuck we are sent back to Black Hole of BMC support , where our incident languishes for weeks waiting on an engineer to become available. They seem to have a huge shortage of level three engineers. I believe that is why they stall us by trying to get endless log files and asking that we perform tests in production, during work hours. My suggestion to BMC is to hire more level three engineers in the USA. I don't mind working with the Indians, but I have a much easier time working with someone who is on this side of the globe and is not fighting sleep and the language. Hopefully whoever ends up buying BMC in the near future will take this into consideration and devise a better support model for us. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries -- Patrick Zandi ___ 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
Hi All; If I can bounce my 1 cent worth :-) I think we will all agree since the release of 7.6 to 7.6.4 SP3 there have been more issue than positive feedback to concentrate on resolving. I have been analyzing and trying to troubleshoot issues on these releases since its release together with BMC and just as you think the issue is resolve after applying a hotfix then something else occur...and so it continues... I would say that if BMC and us do not test version 8 properly then we will have further customer dissatisfaction and they will lose further interest/buy in or trust in the product. The question I would say is How can we turn this around in a positive way or approach? As Daniel asked Jay if he can be at the WWRUG, this will be first price because then all can share in the global plan to get the product support and releases back to its old stable standard/state competing on its own in the market :-) Regards Francois -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ortega, Jesus A Sent: Monday, June 11, 2012 9:03 PM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC Back in the California days the level one support actually could help resolve some incidents. They had a knowledge of the product and good institutional knowledge. Now the call center in Pune, or wherever it is in India, seems to recruit college kids who know nothing about Remedy and read from scripts. I got so fed up with it that I pushed my organization to change support providers. We moved in September and it is nice to be able to call someone that I don't have to repeat myself to several times or resort to email to get my point across. However, when this new organization gets stuck we are sent back to Black Hole of BMC support , where our incident languishes for weeks waiting on an engineer to become available. They seem to have a huge shortage of level three engineers. I believe that is why they stall us by trying to get endless log files and asking that we perform tests in production, during work hours. My suggestion to BMC is to hire more level three engineers in the USA. I don't mind working with the Indians, but I have a much easier time working with someone who is on this side of the globe and is not fighting sleep and the language. Hopefully whoever ends up buying BMC in the near future will take this into consideration and devise a better support model for us. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark Sent: Wednesday, June 06, 2012 11:43 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC The old California Remedy HelpDesk was great. The off-shored BMC Call Center never was and still isn't. At this point I really don't see anything changing about that. Call me a pessimist, but history is what it is. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Wednesday, June 06, 2012 11:30 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC Honestly... if you get someone in Austin, Atlanta, or California, you will get your ticket resolved and in a manner that speaks to the old Remedy support ways! I've had fantastic support from Russ, Max, Dolly, Dan, Doug... wow! They have a lot of D names there! Paula is a top notch manager! She gets results! -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of d...@wwrug.com Sent: Wednesday, June 06, 2012 11:18 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC I thought a cage match would do the trick :-) I think that face to face conversations add a lot. Even when Remedy support and quality were at their lowest (and I have heard arguments that that was still way above the bar at BMC up until now), and the VP of Worldwide Support was at the conference, metal detectors were not required. However, after listening in person, some attitudes changed and the results were win-win-win. Support and quality improved, they were perceived as improved, and everyone gained. For a few years Daniel -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris Sent: June 6, 2012 12:03 PM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC Daniel, are you going to have security check for pitchforks and torches? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of arslist Sent: Wednesday, June 06, 2012 11:01 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC Hi Jay, Would you be willing
Modifying an advanced interface form
In a test environment, I created an AIF with new name, updated workflow, etc. The form works well. I went back to the form to make a cosmetic change and saw the update in the user tool. When I go to the SRM entry console to call up the request, the original form remains unchanged. Any ideas? Am I missing a step to this process? Thank you ___ 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
It's nice that someone from BMC will be there, but then what? What commitment/assurance is there that anything will change for the better? Voices of dissatisfaction on ARLIST are hardly brand new -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Francois Seegers Sent: Monday, June 11, 2012 3:20 PM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC Hi All; If I can bounce my 1 cent worth :-) I think we will all agree since the release of 7.6 to 7.6.4 SP3 there have been more issue than positive feedback to concentrate on resolving. I have been analyzing and trying to troubleshoot issues on these releases since its release together with BMC and just as you think the issue is resolve after applying a hotfix then something else occur...and so it continues... I would say that if BMC and us do not test version 8 properly then we will have further customer dissatisfaction and they will lose further interest/buy in or trust in the product. The question I would say is How can we turn this around in a positive way or approach? As Daniel asked Jay if he can be at the WWRUG, this will be first price because then all can share in the global plan to get the product support and releases back to its old stable standard/state competing on its own in the market :-) Regards Francois -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ortega, Jesus A Sent: Monday, June 11, 2012 9:03 PM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC Back in the California days the level one support actually could help resolve some incidents. They had a knowledge of the product and good institutional knowledge. Now the call center in Pune, or wherever it is in India, seems to recruit college kids who know nothing about Remedy and read from scripts. I got so fed up with it that I pushed my organization to change support providers. We moved in September and it is nice to be able to call someone that I don't have to repeat myself to several times or resort to email to get my point across. However, when this new organization gets stuck we are sent back to Black Hole of BMC support , where our incident languishes for weeks waiting on an engineer to become available. They seem to have a huge shortage of level three engineers. I believe that is why they stall us by trying to get endless log files and asking that we perform tests in production, during work hours. My suggestion to BMC is to hire more level three engineers in the USA. I don't mind working with the Indians, but I have a much easier time working with someone who is on this side of the globe and is not fighting sleep and the language. Hopefully whoever ends up buying BMC in the near future will take this into consideration and devise a better support model for us. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark Sent: Wednesday, June 06, 2012 11:43 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC The old California Remedy HelpDesk was great. The off-shored BMC Call Center never was and still isn't. At this point I really don't see anything changing about that. Call me a pessimist, but history is what it is. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Wednesday, June 06, 2012 11:30 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC Honestly... if you get someone in Austin, Atlanta, or California, you will get your ticket resolved and in a manner that speaks to the old Remedy support ways! I've had fantastic support from Russ, Max, Dolly, Dan, Doug... wow! They have a lot of D names there! Paula is a top notch manager! She gets results! -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of d...@wwrug.com Sent: Wednesday, June 06, 2012 11:18 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC I thought a cage match would do the trick :-) I think that face to face conversations add a lot. Even when Remedy support and quality were at their lowest (and I have heard arguments that that was still way above the bar at BMC up until now), and the VP of Worldwide Support was at the conference, metal detectors were not required. However, after listening in person, some attitudes changed and the results were win-win-win. Support and quality improved, they were perceived as improved, and everyone gained. For a few years Daniel -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy
Re: Support - An open letter to BMC
I have spoken to Jay in the past. She is a caring individual that listens to what I/we have to say. There were many changes made within support after those discussions many years ago. I look forward to speaking to her again. Dave -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Francois Seegers Sent: Monday, June 11, 2012 3:20 PM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC Hi All; If I can bounce my 1 cent worth :-) I think we will all agree since the release of 7.6 to 7.6.4 SP3 there have been more issue than positive feedback to concentrate on resolving. I have been analyzing and trying to troubleshoot issues on these releases since its release together with BMC and just as you think the issue is resolve after applying a hotfix then something else occur...and so it continues... I would say that if BMC and us do not test version 8 properly then we will have further customer dissatisfaction and they will lose further interest/buy in or trust in the product. The question I would say is How can we turn this around in a positive way or approach? As Daniel asked Jay if he can be at the WWRUG, this will be first price because then all can share in the global plan to get the product support and releases back to its old stable standard/state competing on its own in the market :-) Regards Francois -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ortega, Jesus A Sent: Monday, June 11, 2012 9:03 PM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC Back in the California days the level one support actually could help resolve some incidents. They had a knowledge of the product and good institutional knowledge. Now the call center in Pune, or wherever it is in India, seems to recruit college kids who know nothing about Remedy and read from scripts. I got so fed up with it that I pushed my organization to change support providers. We moved in September and it is nice to be able to call someone that I don't have to repeat myself to several times or resort to email to get my point across. However, when this new organization gets stuck we are sent back to Black Hole of BMC support , where our incident languishes for weeks waiting on an engineer to become available. They seem to have a huge shortage of level three engineers. I believe that is why they stall us by trying to get endless log files and asking that we perform tests in production, during work hours. My suggestion to BMC is to hire more level three engineers in the USA. I don't mind working with the Indians, but I have a much easier time working with someone who is on this side of the globe and is not fighting sleep and the language. Hopefully whoever ends up buying BMC in the near future will take this into consideration and devise a better support model for us. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark Sent: Wednesday, June 06, 2012 11:43 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC The old California Remedy HelpDesk was great. The off-shored BMC Call Center never was and still isn't. At this point I really don't see anything changing about that. Call me a pessimist, but history is what it is. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Wednesday, June 06, 2012 11:30 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC Honestly... if you get someone in Austin, Atlanta, or California, you will get your ticket resolved and in a manner that speaks to the old Remedy support ways! I've had fantastic support from Russ, Max, Dolly, Dan, Doug... wow! They have a lot of D names there! Paula is a top notch manager! She gets results! -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of d...@wwrug.com Sent: Wednesday, June 06, 2012 11:18 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC I thought a cage match would do the trick :-) I think that face to face conversations add a lot. Even when Remedy support and quality were at their lowest (and I have heard arguments that that was still way above the bar at BMC up until now), and the VP of Worldwide Support was at the conference, metal detectors were not required. However, after listening in person, some attitudes changed and the results were win-win-win. Support and quality improved, they were perceived as improved, and everyone gained. For a few years Daniel -Original Message- From: Action Request System discussion list(ARSList)
Re: [SPAM]Re: Support - An open letter to BMC
Historically BMC Support presence at WWRUG (or previously RUG ), results in both understanding and change. The ARSlist is read by BMC, as you can tell by their welcome interjections into discussions, Having them in person gives both them and us an opportunity to have more in depth discussions of specifics and for all to leave with a better understanding We then take what we learn at WWRUG and feed it back into the ARSlist and BMC feeds what they learnt back into BMC, And good things happen. The first voice of dissatisfaction on the ARSlist probably dates back to 1993 within months of it starting, and not everything results in immediate change, but we know they have listened, and quite often can see the results quickly(as we did back then). They know they have an active vocal user base that love the underlying technology(ARSystem) and that love to have things made better (especially support, quality control and the ITSM suite itself). They also know the competition lurk on this list, always have, and that they can see what we are saying BMC can do better. Bottom line is: It has been improving for almost 20 years, past performance is the best predictor of future performance. Yes, I know someone will bring up what was the best buggy whip factory or something more recent, but that is Friday territory. Daniel -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of richard@bwc.state.oh.us Sent: June 11, 2012 3:31 PM To: arslist@ARSLIST.ORG Subject: [SPAM]Re: Support - An open letter to BMC It's nice that someone from BMC will be there, but then what? What commitment/assurance is there that anything will change for the better? Voices of dissatisfaction on ARLIST are hardly brand new -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Francois Seegers Sent: Monday, June 11, 2012 3:20 PM To: arslist@ARSLIST.ORG Subject: [SPAM]Re: Support - An open letter to BMC Hi All; If I can bounce my 1 cent worth :-) I think we will all agree since the release of 7.6 to 7.6.4 SP3 there have been more issue than positive feedback to concentrate on resolving. I have been analyzing and trying to troubleshoot issues on these releases since its release together with BMC and just as you think the issue is resolve after applying a hotfix then something else occur...and so it continues... I would say that if BMC and us do not test version 8 properly then we will have further customer dissatisfaction and they will lose further interest/buy in or trust in the product. The question I would say is How can we turn this around in a positive way or approach? As Daniel asked Jay if he can be at the WWRUG, this will be first price because then all can share in the global plan to get the product support and releases back to its old stable standard/state competing on its own in the market :-) Regards Francois -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ortega, Jesus A Sent: Monday, June 11, 2012 9:03 PM To: arslist@ARSLIST.ORG Subject: [SPAM]Re: Support - An open letter to BMC Back in the California days the level one support actually could help resolve some incidents. They had a knowledge of the product and good institutional knowledge. Now the call center in Pune, or wherever it is in India, seems to recruit college kids who know nothing about Remedy and read from scripts. I got so fed up with it that I pushed my organization to change support providers. We moved in September and it is nice to be able to call someone that I don't have to repeat myself to several times or resort to email to get my point across. However, when this new organization gets stuck we are sent back to Black Hole of BMC support , where our incident languishes for weeks waiting on an engineer to become available. They seem to have a huge shortage of level three engineers. I believe that is why they stall us by trying to get endless log files and asking that we perform tests in production, during work hours. My suggestion to BMC is to hire more level three engineers in the USA. I don't mind working with the Indians, but I have a much easier time working with someone who is on this side of the globe and is not fighting sleep and the language. Hopefully whoever ends up buying BMC in the near future will take this into consideration and devise a better support model for us. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark Sent: Wednesday, June 06, 2012 11:43 AM To: arslist@ARSLIST.ORG Subject: [SPAM]Re: Support - An open letter to BMC The old California Remedy HelpDesk was great. The off-shored BMC Call Center never was and still isn't. At this point I really don't
Re: Support - An open letter to BMC
I think the changes that have been made are what the discussions are about -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Monday, June 11, 2012 3:59 PM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC I have spoken to Jay in the past. She is a caring individual that listens to what I/we have to say. There were many changes made within support after those discussions many years ago. I look forward to speaking to her again. Dave -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Francois Seegers Sent: Monday, June 11, 2012 3:20 PM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC Hi All; If I can bounce my 1 cent worth :-) I think we will all agree since the release of 7.6 to 7.6.4 SP3 there have been more issue than positive feedback to concentrate on resolving. I have been analyzing and trying to troubleshoot issues on these releases since its release together with BMC and just as you think the issue is resolve after applying a hotfix then something else occur...and so it continues... I would say that if BMC and us do not test version 8 properly then we will have further customer dissatisfaction and they will lose further interest/buy in or trust in the product. The question I would say is How can we turn this around in a positive way or approach? As Daniel asked Jay if he can be at the WWRUG, this will be first price because then all can share in the global plan to get the product support and releases back to its old stable standard/state competing on its own in the market :-) Regards Francois -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ortega, Jesus A Sent: Monday, June 11, 2012 9:03 PM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC Back in the California days the level one support actually could help resolve some incidents. They had a knowledge of the product and good institutional knowledge. Now the call center in Pune, or wherever it is in India, seems to recruit college kids who know nothing about Remedy and read from scripts. I got so fed up with it that I pushed my organization to change support providers. We moved in September and it is nice to be able to call someone that I don't have to repeat myself to several times or resort to email to get my point across. However, when this new organization gets stuck we are sent back to Black Hole of BMC support , where our incident languishes for weeks waiting on an engineer to become available. They seem to have a huge shortage of level three engineers. I believe that is why they stall us by trying to get endless log files and asking that we perform tests in production, during work hours. My suggestion to BMC is to hire more level three engineers in the USA. I don't mind working with the Indians, but I have a much easier time working with someone who is on this side of the globe and is not fighting sleep and the language. Hopefully whoever ends up buying BMC in the near future will take this into consideration and devise a better support model for us. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark Sent: Wednesday, June 06, 2012 11:43 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC The old California Remedy HelpDesk was great. The off-shored BMC Call Center never was and still isn't. At this point I really don't see anything changing about that. Call me a pessimist, but history is what it is. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Wednesday, June 06, 2012 11:30 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC Honestly... if you get someone in Austin, Atlanta, or California, you will get your ticket resolved and in a manner that speaks to the old Remedy support ways! I've had fantastic support from Russ, Max, Dolly, Dan, Doug... wow! They have a lot of D names there! Paula is a top notch manager! She gets results! -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of d...@wwrug.com Sent: Wednesday, June 06, 2012 11:18 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC I thought a cage match would do the trick :-) I think that face to face conversations add a lot. Even when Remedy support and quality were at their lowest (and I have heard arguments that that was still way above the bar at BMC up until now), and the VP of Worldwide Support was at the conference, metal detectors
Re: Modifying an advanced interface form
- Clear the mid-tier cache - Clear your browser cache - Re-login - Open Request Entry Console and test. Thanks Mahesh On Mon, Jun 11, 2012 at 2:17 PM, Manny Rodriguez ma...@ecponline.netwrote: In a test environment, I created an AIF with new name, updated workflow, etc. The form works well. I went back to the form to make a cosmetic change and saw the update in the user tool. When I go to the SRM entry console to call up the request, the original form remains unchanged. Any ideas? Am I missing a step to this process? Thank you ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Support - An open letter to BMC
No they are not. This was several years ago. Different Changes have occurred since then. Dave On Jun 11, 2012, at 4:07 PM, richard@bwc.state.oh.us richard@bwc.state.oh.us wrote: I think the changes that have been made are what the discussions are about -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Monday, June 11, 2012 3:59 PM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC I have spoken to Jay in the past. She is a caring individual that listens to what I/we have to say. There were many changes made within support after those discussions many years ago. I look forward to speaking to her again. Dave -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Francois Seegers Sent: Monday, June 11, 2012 3:20 PM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC Hi All; If I can bounce my 1 cent worth :-) I think we will all agree since the release of 7.6 to 7.6.4 SP3 there have been more issue than positive feedback to concentrate on resolving. I have been analyzing and trying to troubleshoot issues on these releases since its release together with BMC and just as you think the issue is resolve after applying a hotfix then something else occur...and so it continues... I would say that if BMC and us do not test version 8 properly then we will have further customer dissatisfaction and they will lose further interest/buy in or trust in the product. The question I would say is How can we turn this around in a positive way or approach? As Daniel asked Jay if he can be at the WWRUG, this will be first price because then all can share in the global plan to get the product support and releases back to its old stable standard/state competing on its own in the market :-) Regards Francois -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ortega, Jesus A Sent: Monday, June 11, 2012 9:03 PM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC Back in the California days the level one support actually could help resolve some incidents. They had a knowledge of the product and good institutional knowledge. Now the call center in Pune, or wherever it is in India, seems to recruit college kids who know nothing about Remedy and read from scripts. I got so fed up with it that I pushed my organization to change support providers. We moved in September and it is nice to be able to call someone that I don't have to repeat myself to several times or resort to email to get my point across. However, when this new organization gets stuck we are sent back to Black Hole of BMC support , where our incident languishes for weeks waiting on an engineer to become available. They seem to have a huge shortage of level three engineers. I believe that is why they stall us by trying to get endless log files and asking that we perform tests in production, during work hours. My suggestion to BMC is to hire more level three engineers in the USA. I don't mind working with the Indians, but I have a much easier time working with someone who is on this side of the globe and is not fighting sleep and the language. Hopefully whoever ends up buying BMC in the near future will take this into consideration and devise a better support model for us. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark Sent: Wednesday, June 06, 2012 11:43 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC The old California Remedy HelpDesk was great. The off-shored BMC Call Center never was and still isn't. At this point I really don't see anything changing about that. Call me a pessimist, but history is what it is. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Wednesday, June 06, 2012 11:30 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC Honestly... if you get someone in Austin, Atlanta, or California, you will get your ticket resolved and in a manner that speaks to the old Remedy support ways! I've had fantastic support from Russ, Max, Dolly, Dan, Doug... wow! They have a lot of D names there! Paula is a top notch manager! She gets results! -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of d...@wwrug.com Sent: Wednesday, June 06, 2012 11:18 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC I thought a
Re: Web Services and WebAuth
Hi Joe, Sorry for the late reply! LJ is right! The problem is that --- The script, before it could reach Remedy web service should be authenticated by WebAuth(which uses Kerberos)! One of my friend is working on finding an alternative to bypass this without breaching security! Meanwhile, to continue with the testing, we have come up with a temporary fix - to allow the server of the external application to be added in the exclude ip address list of the WebAuth! Though it doesnt seems to be OK security-wise, temporarily we are going to use this method! Will update once i get a proper solution for this! Thanks, Gifthia On Mon, Jun 11, 2012 at 5:33 AM, Longwing, LJ CTR MDA/IC lj.longwing@mda.mil wrote: Joe, The only SSO I've ever worked on was based on the community sample one...but the way we implemented it was to Kerberos protect the /arsys context. This made it so that you couldn't even get to the web service without first Kerberos authenticating. I suspect that this is the problem that Gifthia is experiencing. -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Friday, June 08, 2012 2:49 PM To: arslist@ARSLIST.ORG Subject: Re: Web Services and WebAuth OK I admit I have never done this before but isn't this what the web service authentication from the mid-tier is for where you specify the anonymous user and its password? -Original Message- From: Longwing, LJ CTR MDA/IC Sent: Friday, June 08, 2012 1:18 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Web Services and WebAuth Gifthia, Being you are building the WebAuth...you should be able to build something that says 1 - Connection attempt is being made 2 - Prompt for validation (whatever method you are using for that validation 2a - If they provide proper validation, pass that validation onto the application and give them what they need (this is what you are already doing) 2b - If they can't/won't provide proper validation ( the scenario you are trying to make work), pass them onto the application as anonymous (this would be just like not having SSO in place) -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Remedy Guy Sent: Friday, June 08, 2012 11:10 AM To: arslist@ARSLIST.ORG Subject: Re: Web Services and WebAuth ** Hi Joe, This is not Cisco WebAuth! But, an internally developed one! Thanks for your help! In a nutshell, my problem is that - the applications are protected by WebAuth! So, before the external application reaches the webservice published from Remedy Application, it should authenticate with WebAuth! So, I need to figure out a way in which the external application can by pass WebAUth and contact web services directly! I am just stuck wondering which direction should i head towards first?!? Thanks, Gifthia On Thu, Jun 7, 2012 at 8:38 PM, Joe Martin D'Souza jdso...@shyle.net wrote: Gifthia Is it Cisco WebAuth? I am currently dealing with web services issues too (not authentication) but am interested in your thread for that reason. I do not know what your problem may be but wish to follow this thread.. If I do get some information related to this I'll share.. Joe -Original Message- From: Gifthia Sent: Thursday, June 07, 2012 5:52 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Web Services and WebAuth Hi Friends! We use ARS 7.1 patch 6, Unix Server! We have published web services to communicate with an Oracle eAM application! The problem is - We use SSO / WebAuth for authentication for all applications used! So, when the external application is trying to call the Web Service, it needs to be WebAuthed first (obviously)! Is there a way, we can make the webservice bypass WebAuth by any means? Or does Web Service support WEBAUTH if i change any settings! I am new to this area and stuck with this?It will be great if someone can help me on this! Thanks, Gifthia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.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 ___ 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
AIE Install
Hi, Is this the correct file (Atrium7604.Linux.tar.gz) to use to install AIE on a Linux server. If not what is the correct file? TeKkyTommy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Trivia Question: FTS internal AR System user...
There is one that is called “Full Text Indexer” that obviously does the indexing. But there are a few entries in the SQL logs that you sometimes see where there are updates to ft_pending, or some selects from data tables, that have no AR System User associated with them. Is that normal to see no internal AR System user performing work on the DB? So unless that username is a space or a bunch of spaces, this is what I see in the logs.. “USER: /*” Is there a full list of such internal users (AR_ESCALATOR, etc ) their functionthat is documented in a single topic somewhere? Joe ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
AIE Re-Install
Hi, I was attempting to re-install AIE using the AtriumCore setup program and got the following error message. Does anybody know what this means? TekkyTommy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Modifying an advanced interface form
That was it, I forgot to clear the cache, thanks. From: Mahesh mchand...@gmail.com To: arslist@ARSLIST.ORG Sent: Monday, June 11, 2012 4:20 PM Subject: Re: Modifying an advanced interface form ** * Clear the mid-tier cache * Clear your browser cache * Re-login * Open Request Entry Console and test. Thanks Mahesh On Mon, Jun 11, 2012 at 2:17 PM, Manny Rodriguez ma...@ecponline.net wrote: In a test environment, I created an AIF with new name, updated workflow, etc. The form works well. I went back to the form to make a cosmetic change and saw the update in the user tool. When I go to the SRM entry console to call up the request, the original form remains unchanged. Any ideas? Am I missing a step to this process? Thank you ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.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
