Re: AIE Re-Install

[Jon Slaven]

can you type out the error tommy? the image isn't coming through for me

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Duplicate Service Request ID (ITSM 7.6.03)

[remedy]

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

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JOB in San Diego: Remedy Consultant-Column Technologies

[Laura Hawkins]

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

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Re: WARNING: 7.6.X DDM AND ITSM

[Kagan, Ramon]

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 

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 


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"_

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Re: WARNING: 7.6.X DDM AND ITSM

[patrick zandi]

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  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 
> 
> 
>
> *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 
> 
> 
>
>
> 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

_

Re: WARNING: 7.6.X DDM AND ITSM

[Goodall, Andrew C]

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
  

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
  


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

[Barbour, Brandi D]

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
  

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
  


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
strict

Re: Support - An open letter to BMC

[Sanford, Claire]

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" 
 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:ar

Re: WARNING: 7.6.X DDM AND ITSM

[Mark Lev]

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 
mailto: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 

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 


The information transmitted is intended only for the person or entity to which 
it is addressed and
may contain confidential and/or privileg

Re: FW: WARNING: 7.6.X DDM AND ITSM

[Mark L]

 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 
> 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 
> 
> 
>
> *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 
> 
> 
>
>
> 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

Re: Webservices and Queries

[Grooms, Frederick W]

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:

'datemodified' >= "05/30/2012 20:00:00"

compared to a query like this:

'datemodified' >= "05/30/2012 20:00:00 
EDT"

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 R&D 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:

  'datemodified' >= "03/30/2012 10:00:00"

does not return any results, even though there are records which match the 
specified criteria. However, if the query is changed to:

  'datemodified' >= "03/30/2012 10:00:00 
EDT"

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

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Fwd:AIE Re-Install

[Koyb P. Liabt]

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


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Re: AIE Re-Install

[Koyb P. Liabt]

 
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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Remedy Startup

[Longwing, LJ CTR MDA/IC]

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?

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Re: Remedy Startup

[Andrew Fremont]

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?
>
>
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>

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Re: Webservices and Queries

[L G Robinson]

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:
>
> 'datemodified' >= "05/30/2012
> 20:00:00"
>
> compared to a query like this:
>
> 'datemodified' >= "05/30/2012 20:00:00
> EDT"
>
> 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 R&D 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
>
>

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Re: Support - An open letter to BMC

[Warren R. Baltimore II]

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
wrote:

> **
>
> 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" 
> To: 
> 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

Re: Development question

[Joel Sender]

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

  


SM2 Baleares S.A.
C/Rita Levi 

Edificio SM2 Parc Bit

07121 Palma de Mallorca

    
  
 

La información contenida en este mensaje de correo electrónico es confidencial. 
La misma, es enviada con la intención de que únicamente sea leída por la 
persona(s) a la(s) que va dirigida. El acceso a este mensaje por otras personas 
no está autorizado, por lo que en tal caso, le rogamos que nos lo comunique por 
la misma vía, se abstenga de realizar copias del mensaje o remitirlo o 
entregarlo a otra persona y proceda a borrarlo de inmediato.

P Por favor, no imprima este mensaje ni sus documentos adjuntos si no es 
necesario.

 

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


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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<><><><>

Re: Development question

[Jose Huerta]

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  'jdsen...@earthlink.net');>310.829.5552
>
> ** **
>
> *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  '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
>
> 
>
> 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



SM2 Baleares S.A.
C/Rita Levi 

Edificio SM2 Parc Bit

07121 Palma de Mallorca

  
  
 

La información contenida en este mensaje de correo electrónico es
confidencial. La misma, es enviada con la intención de que únicamente sea
leída por la persona(s) a la(s) que va dirigida. El acceso a este mensaje
por otras personas no está autorizado, por lo que en tal caso, le rogamos
que nos lo comunique por la misma vía, se abstenga de realizar copias del
mensaje o remitirlo o entregarlo a otra persona y proceda a borrarlo de
inmediato.

P Por favor, no imprima este mensaje ni sus documentos adjuntos si no es
necesario.

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