Re: AIE Re-Install
can you type out the error tommy? the image isn't coming through for me ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Duplicate Service Request ID (ITSM 7.6.03)
Folks, I was wondering if anyone had seen this behaviour. A Service Request was submitted via the web, with the same Service Request ID (field ID 100829 I believe) as another Service Request. The 2 requests are not duplicates of each other. The Submit Date is different, however, the Submitter is the same. I have checked the BMC knowledge articals, but haven't submitted a ticket yet. Just wondering if anyone had seen this before. Thanks Les Ganton ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
JOB in San Diego: Remedy Consultant-Column Technologies
Hi all- I have an immediate full-time/permanent opening with Column Technologies in San Diego, CA. The position will entail working at the client site located in San Diego, no national travel. I've added the job description below. I'm looking for someone with ITSM and CMDB experience, preferably version 7.6+; but I'm open to all interested candidates. Please email lhawk...@columnit.com for more information. Thanks everyone! Laura CONSULTANT-SERVICE SUPPORT Position Type: Full-time Department/Group: Service Support-West Coast Location: San Diego, CA You will be employed at Column Technologies as a Consultant – Service Support to architect, deploy, support, and in some cases, train the Remedy product for our growing global customer base. Your responsibilities will include but are not limited to: Duties: • Understand business and technical requirements and drawings • Communicate strategies and best practices for product implementation • Install and configure BMC Remedy applications • Customize BMC Remedy applications • Implement integrations with BMC Remedy applications • Troubleshoot and support BMC Remedy based applications and systems • Draft requirements, technical installation, configuration and customization specification documents • Draft use cases and functional requirements documents • Demonstrate BMC Remedy products to customers • Respond to customer requests for product or solution information • Estimate level of effort to design or deploy products or solutions • Design custom or product-based solutions based on BMC Remedy applications Skills/Qualifications: • Good communication skills and ability to work independently or within a team • Good understanding of Windows • Remedy ARS development experience preferred • Development in ITSM 7.x, ITSM 7.6 experience preferred • Understanding or knowledge of BMC Remedy ITSM • Working knowledge of database administration concepts, Microsoft SQL 2005/2008 • Understanding of Web Server technologies including Microsoft IIS and Tomcat • Demonstrated knowledge of Asset Management and/or Configuration Management Database (CMDB) concepts Education/Experience: • Four-year undergraduate degree in Computer Science, Computer Engineering, Information Systems or demonstrated work experience • Demonstrated mastery of documentation software (e.g., Microsoft Word, Excel, Project, PowerPoint and Visio; Adobe Acrobat; a graphics editing package such as Photoshop, etc.) • Experience with IT systems and technology platforms Candidates must be willing and able to: • Work on client sites much or most of the time, coordinate and collaborate with managers and colleagues who are dispersed over a wide geographic area • Take, at company expense, training classes in BMC software and ITIL foundations certification ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: WARNING: 7.6.X DDM AND ITSM
HI, We acknowledge that hard deletion of records is not something that is currently designed for with the DDM tool. The general consideration on this was due to the fact that soft deletion is the prolific model officially designed for in the applications. While hard deletes are possible, they often require both administrative access as well as taking the two step process. We have heard from customers (and not all) that they are conducting hard deletes and we are working to close this gap in a future release. If you are in a situation where you require a solution to this gap, please contact BMC Customer Support and an interim solution can be provided. We thank you for your feedback, it is always appreciated. Ramon Kagan BMC Software From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C Sent: May-03-12 12:26 PM To: arslist@ARSLIST.ORG Subject: Re: WARNING: 7.6.X DDM AND ITSM ** What makes me laugh is that this is BMC's official product to primarily migrate their ITSM customers from previous versions to the latest and greatest. Yet they don't cover all the aspects for their own product ITSM. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault Sent: Thursday, May 03, 2012 11:10 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: WARNING: 7.6.X DDM AND ITSM ** That's the reason why you need to use RRR|Chive, which is THE tool for data migration. DDM is not production ready yet, it's a nice concept but very limited. With all the money and resources that BMC spent on DDM,they could have just paid Misi from RRR to make RRR|Chive prettier, i.e. essentially having a GUI and colorful reports so management **thinks** it's enterprise ready. You know how it is, management needs to see pretty power point slides to think (when they think) that a tool is enterprise ready. RRR|Chive does not have that prettiness,thanks God, but get's the work done. It's probably because Misi focused on the design of the tool that it works, instead of focusing on sugar-coated prettiness and fluff, which takes the focus away in developing something that really works. Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Goodall, Andrew C [ago...@jcp.com] Sent: Thursday, May 03, 2012 11:54 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: WARNING: 7.6.X DDM AND ITSM ** This is a heads up to anyone planning a 7.6.04 upgrade. So we're using DDM (Delta Data Migration) to migrate data to the new 7.6.04 environment from our existing 7.5 implementation. Well DDM is migrator based and it does not keep track of DELETE operations. ITSM workflow will often use DELETE operations on foundation data such as people permission, support group and functional role removals, product alias changes, etc... So now we have to keep track of all these changes and manually remediate them. As you can guess in a large enterprise this is substantial. Thank you BMC, thank you very much! Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: WARNING: 7.6.X DDM AND ITSM
This by far is the best answer I have seen in a while (excluding david ) and how encouraging it is to see someone say, We acknowledge and we are working on it and We thank you for your feedback.. WOW , Really nice... I am encouraged. Those 3 things are encouraging.. On Tue, Jun 12, 2012 at 10:25 AM, Kagan, Ramon ramon_ka...@bmc.com wrote: ** HI, ** ** We acknowledge that hard deletion of records is not something that is currently designed for with the DDM tool. The general consideration on this was due to the fact that “soft” deletion is the prolific model officially designed for in the applications. While hard deletes are possible, they often require both administrative access as well as taking the two step process. We have heard from customers (and not all) that they are conducting hard deletes and we are working to close this gap in a future release. ** ** If you are in a situation where you require a solution to this gap, please contact BMC Customer Support and an interim solution can be provided. ** ** We thank you for your feedback, it is always appreciated. ** ** * -- * *Ramon Kagan* BMC Software *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Goodall, Andrew C *Sent:* May-03-12 12:26 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: WARNING: 7.6.X DDM AND ITSM ** ** ** What makes me laugh is that this is BMC’s official product to primarily migrate their ITSM customers from previous versions to the latest and “greatest”. Yet they don’t cover all the aspects for their own product ITSM. ** ** Regards, *Andrew Goodall* Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ *From:* Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] *On Behalf Of *Guillaume Rheault *Sent:* Thursday, May 03, 2012 11:10 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: WARNING: 7.6.X DDM AND ITSM ** ** ** That's the reason why you need to use RRR|Chive, which is THE tool for data migration. DDM is not production ready yet, it's a nice concept but very limited. With all the money and resources that BMC spent on DDM,they could have just paid Misi from RRR to make RRR|Chive prettier, i.e. essentially having a GUI and colorful reports so management **thinks** it's enterprise ready. You know how it is, management needs to see pretty power point slides to think (when they think) that a tool is enterprise ready. RRR|Chive does not have that prettiness,thanks God, but get's the work done. It's probably because Misi focused on the design of the tool that it works, instead of focusing on sugar-coated prettiness and fluff, which takes the focus away in developing something that really works. Guillaume -- *From:* Action Request System discussion list(ARSList) [ arslist@ARSLIST.ORG] on behalf of Goodall, Andrew C [ago...@jcp.com] *Sent:* Thursday, May 03, 2012 11:54 AM *To:* arslist@ARSLIST.ORG *Subject:* WARNING: 7.6.X DDM AND ITSM ** This is a heads up to anyone planning a 7.6.04 upgrade. So we’re using DDM (Delta Data Migration) to migrate data to the new 7.6.04 environment from our existing 7.5 implementation. Well DDM is migrator based and it does not keep track of DELETE operations. ITSM workflow will often use DELETE operations on foundation data such as people permission, support group and functional role removals, product alias changes, etc… So now we have to keep track of all these changes and manually remediate them. As you can guess in a large enterprise this is substantial. Thank you BMC, thank you very much! Regards, *Andrew Goodall* Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12
Re: WARNING: 7.6.X DDM AND ITSM
Ramon, ITSM does hard deletes all the time. e.g. When I remove a product alias, when I remove a functional role or a support group membership from people, when I remove company permissions or application permissions. All these removals are from the ITSM application administration console, the BMC workflow executes hard deletes. We have thousands of products and people that need administration daily, this is a big thorn in the side of DDM. 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 Kagan, Ramon Sent: Tuesday, June 12, 2012 9:26 AM To: arslist@arslist.org Subject: Re: WARNING: 7.6.X DDM AND ITSM ** HI, We acknowledge that hard deletion of records is not something that is currently designed for with the DDM tool. The general consideration on this was due to the fact that soft deletion is the prolific model officially designed for in the applications. While hard deletes are possible, they often require both administrative access as well as taking the two step process. We have heard from customers (and not all) that they are conducting hard deletes and we are working to close this gap in a future release. If you are in a situation where you require a solution to this gap, please contact BMC Customer Support and an interim solution can be provided. We thank you for your feedback, it is always appreciated. Ramon Kagan BMC Software From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C Sent: May-03-12 12:26 PM To: arslist@ARSLIST.ORG Subject: Re: WARNING: 7.6.X DDM AND ITSM ** What makes me laugh is that this is BMC's official product to primarily migrate their ITSM customers from previous versions to the latest and greatest. Yet they don't cover all the aspects for their own product ITSM. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault Sent: Thursday, May 03, 2012 11:10 AM To: arslist@ARSLIST.ORG Subject: Re: WARNING: 7.6.X DDM AND ITSM ** That's the reason why you need to use RRR|Chive, which is THE tool for data migration. DDM is not production ready yet, it's a nice concept but very limited. With all the money and resources that BMC spent on DDM,they could have just paid Misi from RRR to make RRR|Chive prettier, i.e. essentially having a GUI and colorful reports so management **thinks** it's enterprise ready. You know how it is, management needs to see pretty power point slides to think (when they think) that a tool is enterprise ready. RRR|Chive does not have that prettiness,thanks God, but get's the work done. It's probably because Misi focused on the design of the tool that it works, instead of focusing on sugar-coated prettiness and fluff, which takes the focus away in developing something that really works. Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Goodall, Andrew C [ago...@jcp.com] Sent: Thursday, May 03, 2012 11:54 AM To: arslist@ARSLIST.ORG Subject: WARNING: 7.6.X DDM AND ITSM ** This is a heads up to anyone planning a 7.6.04 upgrade. So we're using DDM (Delta Data Migration) to migrate data to the new 7.6.04 environment from our existing 7.5 implementation. Well DDM is migrator based and it does not keep track of DELETE operations. ITSM workflow will often use DELETE operations on foundation data such as people permission, support group and functional role removals, product alias changes, etc... So now we have to keep track of all these changes and manually remediate them. As you can guess in a large enterprise this is substantial. Thank you BMC, thank you very much! Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_
Re: WARNING: 7.6.X DDM AND ITSM
Ramon, Do you know the interim solution? We were told by BMC Professional services that is a requirement not to do any deletions after we are in code freeze. From: Action Request System discussion list(ARSList) [mailto:arslist@arslist.org] On Behalf Of Goodall, Andrew C Sent: Tuesday, June 12, 2012 10:14 AM To: arslist@arslist.org Subject: Re: WARNING: 7.6.X DDM AND ITSM ** Ramon, ITSM does hard deletes all the time. e.g. When I remove a product alias, when I remove a functional role or a support group membership from people, when I remove company permissions or application permissions. All these removals are from the ITSM application administration console, the BMC workflow executes hard deletes. We have thousands of products and people that need administration daily, this is a big thorn in the side of DDM. 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 Kagan, Ramon Sent: Tuesday, June 12, 2012 9:26 AM To: arslist@arslist.org Subject: Re: WARNING: 7.6.X DDM AND ITSM ** HI, We acknowledge that hard deletion of records is not something that is currently designed for with the DDM tool. The general consideration on this was due to the fact that soft deletion is the prolific model officially designed for in the applications. While hard deletes are possible, they often require both administrative access as well as taking the two step process. We have heard from customers (and not all) that they are conducting hard deletes and we are working to close this gap in a future release. If you are in a situation where you require a solution to this gap, please contact BMC Customer Support and an interim solution can be provided. We thank you for your feedback, it is always appreciated. Ramon Kagan BMC Software From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C Sent: May-03-12 12:26 PM To: arslist@ARSLIST.ORG Subject: Re: WARNING: 7.6.X DDM AND ITSM ** What makes me laugh is that this is BMC's official product to primarily migrate their ITSM customers from previous versions to the latest and greatest. Yet they don't cover all the aspects for their own product ITSM. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault Sent: Thursday, May 03, 2012 11:10 AM To: arslist@ARSLIST.ORG Subject: Re: WARNING: 7.6.X DDM AND ITSM ** That's the reason why you need to use RRR|Chive, which is THE tool for data migration. DDM is not production ready yet, it's a nice concept but very limited. With all the money and resources that BMC spent on DDM,they could have just paid Misi from RRR to make RRR|Chive prettier, i.e. essentially having a GUI and colorful reports so management **thinks** it's enterprise ready. You know how it is, management needs to see pretty power point slides to think (when they think) that a tool is enterprise ready. RRR|Chive does not have that prettiness,thanks God, but get's the work done. It's probably because Misi focused on the design of the tool that it works, instead of focusing on sugar-coated prettiness and fluff, which takes the focus away in developing something that really works. Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Goodall, Andrew C [ago...@jcp.com] Sent: Thursday, May 03, 2012 11:54 AM To: arslist@ARSLIST.ORG Subject: WARNING: 7.6.X DDM AND ITSM ** This is a heads up to anyone planning a 7.6.04 upgrade. So we're using DDM (Delta Data Migration) to migrate data to the new 7.6.04 environment from our existing 7.5 implementation. Well DDM is migrator based and it does not keep track of DELETE operations. ITSM workflow will often use DELETE operations on foundation data such as people permission, support group and functional role removals, product alias changes, etc... So now we have to keep track of all these changes and manually remediate them. As you can guess in a large enterprise this is substantial. Thank you BMC, thank you very much! Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ 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
Re: Support - An open letter to BMC
In the past 3 months there have been MANY changes in the BMC Support realm. I have talked to some of the staff and a manager or two and I think some of the changes will make us (the Remedy People) happy once they all get into the groove. Manager shifts, team member shifts, a more realistic view of the customer experience. (I think Warren will get the award for the longest thread this year! At the rate this one is going...) -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Monday, June 11, 2012 3:26 PM To: arslist@ARSLIST.ORG Subject: 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,
Re: WARNING: 7.6.X DDM AND ITSM
BMC states: If you are in a situation where you require a solution to this gap, please contact BMC Customer Support and an interim solution can be provided. So my question is this: Why doesn't BMC: A)Fix the tool to work, since they state they have an interim solution. B)Make the interim solution available rather than having to go through the support channel C)Provide some details on the interim solution so we can at least understand and decide if this is a path worth perusing? IMHO: - Until DDM works reliably and completely it isn't a solution. - RRR | Chive is the working solution. DDM would need major revamp to even compete with Chive! (Unsolicited opinion) From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi Sent: Tuesday, June 12, 2012 10:38 AM To: arslist@ARSLIST.ORG Subject: Re: WARNING: 7.6.X DDM AND ITSM ** This by far is the best answer I have seen in a while (excluding david ) and how encouraging it is to see someone say, We acknowledge and we are working on it and We thank you for your feedback.. WOW , Really nice... I am encouraged. Those 3 things are encouraging.. On Tue, Jun 12, 2012 at 10:25 AM, Kagan, Ramon ramon_ka...@bmc.commailto:ramon_ka...@bmc.com wrote: ** HI, We acknowledge that hard deletion of records is not something that is currently designed for with the DDM tool. The general consideration on this was due to the fact that soft deletion is the prolific model officially designed for in the applications. While hard deletes are possible, they often require both administrative access as well as taking the two step process. We have heard from customers (and not all) that they are conducting hard deletes and we are working to close this gap in a future release. If you are in a situation where you require a solution to this gap, please contact BMC Customer Support and an interim solution can be provided. We thank you for your feedback, it is always appreciated. Ramon Kagan BMC Software From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C Sent: May-03-12 12:26 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: WARNING: 7.6.X DDM AND ITSM ** What makes me laugh is that this is BMC's official product to primarily migrate their ITSM customers from previous versions to the latest and greatest. Yet they don't cover all the aspects for their own product ITSM. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault Sent: Thursday, May 03, 2012 11:10 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: WARNING: 7.6.X DDM AND ITSM ** That's the reason why you need to use RRR|Chive, which is THE tool for data migration. DDM is not production ready yet, it's a nice concept but very limited. With all the money and resources that BMC spent on DDM,they could have just paid Misi from RRR to make RRR|Chive prettier, i.e. essentially having a GUI and colorful reports so management **thinks** it's enterprise ready. You know how it is, management needs to see pretty power point slides to think (when they think) that a tool is enterprise ready. RRR|Chive does not have that prettiness,thanks God, but get's the work done. It's probably because Misi focused on the design of the tool that it works, instead of focusing on sugar-coated prettiness and fluff, which takes the focus away in developing something that really works. Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] on behalf of Goodall, Andrew C [ago...@jcp.commailto:ago...@jcp.com] Sent: Thursday, May 03, 2012 11:54 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: WARNING: 7.6.X DDM AND ITSM ** This is a heads up to anyone planning a 7.6.04 upgrade. So we're using DDM (Delta Data Migration) to migrate data to the new 7.6.04 environment from our existing 7.5 implementation. Well DDM is migrator based and it does not keep track of DELETE operations. ITSM workflow will often use DELETE operations on foundation data such as people permission, support group and functional role removals, product alias changes, etc... So now we have to keep track of all these changes and manually remediate them. As you can guess in a large enterprise this is substantial. Thank you BMC, thank you very much! Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material.
Re: FW: WARNING: 7.6.X DDM AND ITSM
I'm curious how many people wouldn't require a solution to this gap if they were going to use DDM. Wouldn't not accounting for hard deletes be a big risk to data quality post-migration? Cheers, Mark *From:* Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] *On Behalf Of *patrick zandi *Sent:* Tuesday, June 12, 2012 10:38 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: WARNING: 7.6.X DDM AND ITSM ** ** ** This by far is the best answer I have seen in a while (excluding david ) and how encouraging it is to see someone say, We acknowledge and we are working on it and We thank you for your feedback.. WOW , Really nice... I am encouraged. Those 3 things are encouraging.. On Tue, Jun 12, 2012 at 10:25 AM, Kagan, Ramon ramon_ka...@bmc.com wrote: ** HI, We acknowledge that hard deletion of records is not something that is currently designed for with the DDM tool. The general consideration on this was due to the fact that “soft” deletion is the prolific model officially designed for in the applications. While hard deletes are possible, they often require both administrative access as well as taking the two step process. We have heard from customers (and not all) that they are conducting hard deletes and we are working to close this gap in a future release. If you are in a situation where you require a solution to this gap, please contact BMC Customer Support and an interim solution can be provided. We thank you for your feedback, it is always appreciated. * -- * *Ramon Kagan* BMC Software *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Goodall, Andrew C *Sent:* May-03-12 12:26 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: WARNING: 7.6.X DDM AND ITSM ** What makes me laugh is that this is BMC’s official product to primarily migrate their ITSM customers from previous versions to the latest and “greatest”. Yet they don’t cover all the aspects for their own product ITSM. Regards, *Andrew Goodall* Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ *From:* Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] *On Behalf Of *Guillaume Rheault *Sent:* Thursday, May 03, 2012 11:10 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: WARNING: 7.6.X DDM AND ITSM ** That's the reason why you need to use RRR|Chive, which is THE tool for data migration. DDM is not production ready yet, it's a nice concept but very limited. With all the money and resources that BMC spent on DDM,they could have just paid Misi from RRR to make RRR|Chive prettier, i.e. essentially having a GUI and colorful reports so management **thinks** it's enterprise ready. You know how it is, management needs to see pretty power point slides to think (when they think) that a tool is enterprise ready. RRR|Chive does not have that prettiness,thanks God, but get's the work done. It's probably because Misi focused on the design of the tool that it works, instead of focusing on sugar-coated prettiness and fluff, which takes the focus away in developing something that really works. Guillaume -- *From:* Action Request System discussion list(ARSList) [ arslist@ARSLIST.ORG] on behalf of Goodall, Andrew C [ago...@jcp.com] *Sent:* Thursday, May 03, 2012 11:54 AM *To:* arslist@ARSLIST.ORG *Subject:* WARNING: 7.6.X DDM AND ITSM ** This is a heads up to anyone planning a 7.6.04 upgrade. So we’re using DDM (Delta Data Migration) to migrate data to the new 7.6.04 environment from our existing 7.5 implementation. Well DDM is migrator based and it does not keep track of DELETE operations. ITSM workflow will often use DELETE operations on foundation data such as people permission, support group and functional role removals, product alias changes, etc… So now we have to keep track of all these changes and manually remediate them. As you can guess in a large enterprise this is substantial. Thank you BMC, thank you very much! Regards, *Andrew Goodall* Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ 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
Re: Webservices and Queries
We had the same sort of problem with our webservice calls. The problem we found was the physical clock and the clock in the Virtual Linux session were set differently. We had to set our clock to not be UTC in the RedHat server, and the problem went away. Here is a page that describes it better: http://tldp.org/HOWTO/TimePrecision-HOWTO/set.html Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of L G Robinson Sent: Monday, June 11, 2012 8:25 AM To: arslist@ARSLIST.ORG Subject: 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 -Original Message- On Mon, Apr 30, 2012 at 4:19 PM, L G Robinson 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
Fwd:AIE Re-Install
The following feature(s) were detected to be of higher versions. - BMC Atrium CMDB 7.6.4.010 - Feature DSL 7.6.4.010 - Atrium Impact Simulator Engine 7.6.04.01 After this message the install screen does not allow me to press the NEXT button. It does not go further. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jon Slaven Sent: Tuesday, June 12, 2012 9:02 AM To: arslist@ARSLIST.ORG Subject: Re: AIE Re-Install can you type out the error tommy? the image isn't coming through for me ___ 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: AIE Re-Install
Any idea why the AIE install stops. I executed the atriumcore installer.
The installer tries to verify the pre-existing workflow, then stops. I
want to only install AIE.
The install log files reads:
(Jun 11 2012 04:35:04.057 PM
-0500),INFO,com.bmc.install.builder.installanywhere.InstallationTaskAction,
LOG EVENT {Description=[INFO],Detail=[Unable to localize [Validating if
any feature are of higher version]]}
(Jun 11 2012 04:35:04.057 PM
-0500),INFO,com.bmc.install.product.atriumfoundation.task.AtriumFoundationDownGradeDetectionValidationTask,
PROGRESS EVENT {Description=[Validating if any feature are of higher
version],Progress=[100],Detail=[Validating if any feature are of higher
version]}
(Jun 11 2012 04:35:04.057 PM
-0500),CONFIG,com.bmc.install.task.InstallationPropertiesHelper,
LOG EVENT {Description=[SET PROPERTY VALIDATION_ERROR_RESULT],Detail=[BMC
Atrium CMDB 7.6.04.01;featureDSL 7.6.04.01;Atrium Impact Simulator
Engine 7.6.04.01]}
(Jun 11 2012 04:35:04.057 PM
-0500),INFO,com.bmc.install.product.atriumfoundation.task.AtriumFoundationDownGradeDetectionValidationTask,
LOG EVENT {Description=[Validation error],Detail=[BMC Atrium CMDB
7.6.04.01
featureDSL 7.6.04.01
Atrium Impact Simulator Engine 7.6.04.01]}
(Jun 11 2012 04:35:04.555 PM
-0500),CONFIG,com.bmc.install.builder.installanywhere.InstallationTaskAction,
LOG EVENT {Description=[COMPLETED
InstallationTask],Detail=[com.bmc.install.product.atriumfoundation.task.AtriumFoundationDownGradeDetectionValidation
Task]}
=
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jon Slaven
Sent: Tuesday, June 12, 2012 9:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: AIE Re-Install
can you type out the error tommy? the image isn't coming through for me
___
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___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Remedy Startup
Ok...my box is running Remedy and SQL Server both and on startup the Remedy service fails to start properly. The arerror.log shows an error about ARAdmin login failing twice, then the process dies. An immediate attempt to start the service functions fine. Checking the SQL Logs I see something along the lines of 12:00:00 Starting ARSystem 12:00:01 Attempted login from ARAdmin failed 12:00:02 Scanning ARSystem 12:00:06 Recovery of ARSystem complete That's not a copy of the log (because I can't get that to the internet)...but that's close to what it saysthis is only happening on one of my boxes, and I suspect that it's a memory related issue because when I check a functional box, I see everything except the login failed line, but it all happens within a second of each other...and my remedy doesn't have any problems starting. I have the Remedy service set to depend on the SQL service, but according to the internet (and my personal experience) the SQL Service reporting as 'up' does not mean that DB's are available. MS recommends that if you need to 'delay' the startup of a particular service that you should set it dependent on 'Spooler'...I've done this but it doesn't help...I need another 5-10 seconds delay with the attempted starting of Remedy serviceany recommendations? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Remedy Startup
It could be that the SQL service is not up yet by the time AR start. It happened on one of our dev machines after rebooting where both AR and SQL are installed. Andrew. On Tue, Jun 12, 2012 at 2:03 PM, Longwing, LJ CTR MDA/IC lj.longwing@mda.mil wrote: Ok...my box is running Remedy and SQL Server both and on startup the Remedy service fails to start properly. The arerror.log shows an error about ARAdmin login failing twice, then the process dies. An immediate attempt to start the service functions fine. Checking the SQL Logs I see something along the lines of 12:00:00 Starting ARSystem 12:00:01 Attempted login from ARAdmin failed 12:00:02 Scanning ARSystem 12:00:06 Recovery of ARSystem complete That's not a copy of the log (because I can't get that to the internet)...but that's close to what it saysthis is only happening on one of my boxes, and I suspect that it's a memory related issue because when I check a functional box, I see everything except the login failed line, but it all happens within a second of each other...and my remedy doesn't have any problems starting. I have the Remedy service set to depend on the SQL service, but according to the internet (and my personal experience) the SQL Service reporting as 'up' does not mean that DB's are available. MS recommends that if you need to 'delay' the startup of a particular service that you should set it dependent on 'Spooler'...I've done this but it doesn't help...I need another 5-10 seconds delay with the attempted starting of Remedy serviceany recommendations? ___ 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 Fred, Thanks very much for your reply. I should have replied to you sooner when you first mentioned your success by setting your clock to non-UTC. I did try that and it didn't resolve the problem. One additional piece of information that should be a clue to someone is that we see exactly the same behavior when the queries are run against a Mid-tier server running on Solaris. That Mid-tier is actually running on the same real hardware as the AR server. So that sort of eliminates the whole Linux-VM question altogether. We are testing using SoapUI. Still hoping to find someone in the EDT timezone who can confirm what I am seeing. Thanks again. Larry On Tue, Jun 12, 2012 at 2:48 PM, Grooms, Frederick W frederick.w.gro...@xo.com wrote: We had the same sort of problem with our webservice calls. The problem we found was the physical clock and the clock in the Virtual Linux session were set differently. We had to set our clock to not be UTC in the RedHat server, and the problem went away. Here is a page that describes it better: http://tldp.org/HOWTO/TimePrecision-HOWTO/set.html Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of L G Robinson Sent: Monday, June 11, 2012 8:25 AM To: arslist@ARSLIST.ORG Subject: 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 ___ 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
I truly hope it is productive. I have worked with this product for to long. I've got a lot invested in it. I've seen Support at it's best and at it's worse. Currently, they have MUCH work to do. But they are not the worst I've seen it (dirty bird). I will continue to give feedback and work with BMC to help them improve. That was the whole point of this discussion. Sometimes, you have to stand on a chair and wave your hands around and hop up and down to get someone to notice! I've never been shy about things like that But it does take a while to push me to that point Thanks everyone for the comments and support. It's truly an enjoyable forum to be a part of. On Tue, Jun 12, 2012 at 1:50 PM, Tommy Morris tommy.mor...@pinebreeze.comwrote: ** This might earn the longest / most productive ARS thread at RUG this year. ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *matt.laurenc...@gmail.com *Sent:* Tuesday, June 12, 2012 12:40 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Support - An open letter to BMC ** ** ** Thanks Claire, great to hear these words from you. The folks from Support I interact with are really playing ball, and want to improve Customer Experience. Warren, you spawned a very healthy conversation, that is heared at the highest level within BMC Support and BMC as a whole. Take care, ~ Matt Laurenceau Sr Community Ambassador, BMC Communities http://bit.ly/MattProfiles Skype: matt.laurenceau - Reply message - From: Sanford, Claire claire.sanf...@memorialhermann.org To: arslist@ARSLIST.ORG Subject: Support - An open letter to BMC Date: Tue, Jun 12, 2012 17:30 In the past 3 months there have been MANY changes in the BMC Support realm. I have talked to some of the staff and a manager or two and I think some of the changes will make us (the Remedy People) happy once they all get into the groove. Manager shifts, team member shifts, a more realistic view of the customer experience. (I think Warren will get the award for the longest thread this year! At the rate this one is going...) -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Monday, June 11, 2012 3:26 PM To: arslist@ARSLIST.ORG Subject: 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.
Re: Development question
Jose, You might try it in stages; 1. An active link pushes the new Invoice value to all the detail entries 2. A filter recalculates each detail’s value(s) 3. A second active link (higher exec order) recalculates (or triggers filters to recalc) Invoice values from the detail entries. HTH, Joel Joel Senderjdsen...@earthlink.net310.829.5552 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Huerta Sent: Monday, June 11, 2012 5:27 AM To: arslist@ARSLIST.ORG Subject: 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. _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 image001.jpgimage002.jpgimage003.jpgimage004.jpg
Re: Development question
Can't use active links. The parameter can be changed from another form
using a push and active links won't be triggered.
Thanks!
El miércoles, 13 de junio de 2012, Joel Sender escribió:
**
Jose,
You might try it in stages;
**1. **An active link pushes the new Invoice value to all the
detail entries
**2. **A filter recalculates each detail’s value(s)
**3. **A second active link (higher exec order) recalculates (or
triggers filters to recalc) Invoice values from the detail entries.
HTH,
*Joel***
Joel Senderjdsen...@earthlink.net javascript:_e({}, 'cvml',
'jdsen...@earthlink.net');310.829.5552
** **
*From:* Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG javascript:_e({}, 'cvml', 'arslist@ARSLIST.ORG');] *On
Behalf Of *Jose Huerta
*Sent:* Monday, June 11, 2012 5:27 AM
*To:* arslist@ARSLIST.ORG javascript:_e({}, 'cvml',
'arslist@ARSLIST.ORG');
*Subject:* 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.
_attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_
_attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_
--
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
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