Re: Data Management Client on Windows 7

[Peter Romain]

I found that if there are spaces in the directory path then it didn't work so 
installed it in a C:\BMCSoftware directory and it works fine with Excel 2010.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jamie
Sent: 28 June 2012 18:04
To: arslist@ARSLIST.ORG
Subject: Data Management Client on Windows 7

Has anyone installe the Data Management Client on a Windows 7 workstation with 
excel 2010?  By default the application installed in the 32 bit Program Files 
(x86) folder, and even though when I'm trying to use the DMT tool for 
foundation upload and I select the correct path to for the DMT install, the 
worksheets are not opened and converted correctly.  For some reason the 
worksheet is opened with a hard value of the DMT install path of /Program 
Files/ instead of /Program Files (x86).

Has anyone had any luck getting the Data Management Client to work with Windows 
7?  I tried opening a ticket with BMC and after two weeks of going back and 
forth they said it was part of the design and excel that to be 2003.

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Re: Floating License Estimation - rule of thumb or formula

[Misi Mladoniczky]

Hi,

I would divide it into two things. One is budget, and the other thing how
you actually do when you buy your licenses.

Budget:
1. Look into the sky and figure out your concurrent user count
2. Do a 1:1 ratio (50% fixed 50% floating) and use that as a basis for
your budget

Buying licenses:
1. Buy a minimum number of licenses
2. Buy RRR|License <--- ADV
3. Increase the license count on your server as dictated by RRR|License
for a month or three
4. Pay BMC for the number of extra licenses that you figured out that you
REALLY need

This goes for new ITSM systems or custom systems, or as in your case a new
custom application that rides beside an existing system.

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

> Hi Misi,
> But in your experience how do you do when it is for budgeting purposes,
> these are custom applications that have not been used before and they need
> to provision the licenses needed for the future load ... you say the only
> way to have a number close to reality is based only in previous usage
> analysis?
> Regards,
> Mauricio
>
> 2012/6/28 Misi Mladoniczky 
>
>> Hi,
>>
>> I would say that there is no rule of thumb.
>>
>> Even if you have historical data, you could come up with 5:1 or 1:5, all
>> depending how your system is used.
>>
>> One days worth of data will give you some information, and one week will
>> give you a very good estimate.
>>
>> You can even try the free version of RRR|License, and it will tell you
>> the
>> ratio that is optimum for you. You can even use the change planner in
>> the
>> test version, where you can put in a future number of expected users:
>> http://rrr.se/tmp/rrrLicChangePlanner.html
>>
>>Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)
>>
>> Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11):
>> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
>> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy
>> logs.
>> Find these products, and many free tools and utilities, at
>> http://rrr.se.
>>
>> > Hi Jose,
>> >
>> > So in order to simplify a model, don´t you think you can compare this
>> > distribution to the behaviour of ocassional users logging in and
>> updating
>> > records? because RRRLicense measures over a period of time and I do
>> not
>> > have historical data and no window frame to measure from this present
>> time
>> > into the future
>> >
>> > Thank you!!!
>> >
>> > Mauricio
>> >
>> > 2012/6/28 Jose Huerta 
>> >
>> >> ** Erlang formulas assume Poisson distribution. Your team won't be
>> >> distributed in any computable wat. So I recommend you to study the
>> use.
>> >> Maybe you can try the RRR|License tool.
>> >>
>> >> Jose M. Huerta
>> >> Project Manager**
>> >>
>> >> Movil: 661 665 088
>> >>
>> >> Telf.: 971 75 03 24
>> >>
>> >> Fax: 971 75 07 94
>> >>
>> >>  
>> >>
>> >> SM2 Baleares S.A.
>> >> C/Rita Levi 
>> >>
>> >> Edificio SM2 Parc Bit
>> >>
>> >> 07121 Palma de Mallorca
>> >>
>> >>   
>> >> 
>> >>  
>> >>
>> >> La información contenida en este mensaje de correo electrónico es
>> >> confidencial. La misma, es enviada con la intención de que únicamente
>> >> sea
>> >> leída por la persona(s) a la(s) que va dirigida. El acceso a este
>> >> mensaje
>> >> por otras personas no está autorizado, por lo que en tal caso, le
>> >> rogamos
>> >> que nos lo comunique por la misma vía, se abstenga de realizar copias
>> >> del
>> >> mensaje o remitirlo o entregarlo a otra persona y proceda a borrarlo
>> de
>> >> inmediato.
>> >>
>> >> P Por favor, no imprima este mensaje ni sus documentos adjuntos si no
>> es
>> >> necesario.
>> >>
>> >>
>> >>
>> >> On Thu, Jun 28, 2012 at 9:23 PM, Mauricio M. 
>> >> wrote:
>> >>
>> >>> ** Hello All,
>> >>>
>> >>>
>> >>> I know this is and old age question but it continues to be relevant
>> on
>> >>> how you estimate the appropiate number of floating licenses that
>> will
>> >>> be
>> >>> needed in the near future for a given application, but not taking
>> into
>> >>> account any past behaviour, I mean, suppose that we do not have
>> >>> historical
>> >>> data to reference, but only an expected behaviour in regards to a
>> total
>> >>> number of users, total number of tickets, etc. As a rule of thumb we
>> >>> might
>> >>> use a given proportion, 3:1 or 5:1 but how you normally manage to
>> hold
>> >>> up a
>> >>> more solid number? I was wondering if anyone has used Erlang
>> formulas
>> >>> to
>> >>> get a more solid number?

Re: Floating License Estimation - rule of thumb or formula

[Jose Huerta]

I think that the problem is that he can't buy extra licenses. I mean, He
needs to provide a budget to assist the decision of buying Remedy. To buy a
minimum number of licenses and then increase as needed, is to make the
decision without known the final TCO.


Jose M. Huerta
Project Manager**

Movil: 661 665 088

Telf.: 971 75 03 24

Fax: 971 75 07 94

 

SM2 Baleares S.A.
C/Rita Levi 

Edificio SM2 Parc Bit

07121 Palma de Mallorca

  
  
 

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

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



On Fri, Jun 29, 2012 at 10:55 AM, Misi Mladoniczky  wrote:

> Hi,
>
> I would divide it into two things. One is budget, and the other thing how
> you actually do when you buy your licenses.
>
> Budget:
> 1. Look into the sky and figure out your concurrent user count
> 2. Do a 1:1 ratio (50% fixed 50% floating) and use that as a basis for
> your budget
>
> Buying licenses:
> 1. Buy a minimum number of licenses
> 2. Buy RRR|License <--- ADV
> 3. Increase the license count on your server as dictated by RRR|License
> for a month or three
> 4. Pay BMC for the number of extra licenses that you figured out that you
> REALLY need
>
> This goes for new ITSM systems or custom systems, or as in your case a new
> custom application that rides beside an existing system.
>
>Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)
>
> Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11):
> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
> Find these products, and many free tools and utilities, at http://rrr.se.
>
> > Hi Misi,
> > But in your experience how do you do when it is for budgeting purposes,
> > these are custom applications that have not been used before and they
> need
> > to provision the licenses needed for the future load ... you say the only
> > way to have a number close to reality is based only in previous usage
> > analysis?
> > Regards,
> > Mauricio
> >
> > 2012/6/28 Misi Mladoniczky 
> >
> >> Hi,
> >>
> >> I would say that there is no rule of thumb.
> >>
> >> Even if you have historical data, you could come up with 5:1 or 1:5, all
> >> depending how your system is used.
> >>
> >> One days worth of data will give you some information, and one week will
> >> give you a very good estimate.
> >>
> >> You can even try the free version of RRR|License, and it will tell you
> >> the
> >> ratio that is optimum for you. You can even use the change planner in
> >> the
> >> test version, where you can put in a future number of expected users:
> >> http://rrr.se/tmp/rrrLicChangePlanner.html
> >>
> >>Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP
> 2011)
> >>
> >> Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11):
> >> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> >> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy
> >> logs.
> >> Find these products, and many free tools and utilities, at
> >> http://rrr.se.
> >>
> >> > Hi Jose,
> >> >
> >> > So in order to simplify a model, don´t you think you can compare this
> >> > distribution to the behaviour of ocassional users logging in and
> >> updating
> >> > records? because RRRLicense measures over a period of time and I do
> >> not
> >> > have historical data and no window frame to measure from this present
> >> time
> >> > into the future
> >> >
> >> > Thank you!!!
> >> >
> >> > Mauricio
> >> >
> >> > 2012/6/28 Jose Huerta 
> >> >
> >> >> ** Erlang formulas assume Poisson distribution. Your team won't be
> >> >> distributed in any computable wat. So I recommend you to study the
> >> use.
> >> >> Maybe you can try the RRR|License tool.
> >> >>
> >> >> 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

Re: Floating License Estimation - rule of thumb or formula

[Misi Mladoniczky]

Hi,

In that case they need to spend much more money, as they have to spend
according to the budget instead of their actual need.

I understand that you NEED a budget, but that does not mean that you have
to SPEND the whole budget.

And I also understand that sales reps might have a different idea on how
to proceed, as this way of doing it invariably saves the customer money...

Best Regards - Misi, RRR AB, http://rrr.se

> I think that the problem is that he can't buy extra licenses. I mean, He
> needs to provide a budget to assist the decision of buying Remedy. To buy
> a
> minimum number of licenses and then increase as needed, is to make the
> decision without known the final TCO.
>
>
> Jose M. Huerta
> Project Manager**
>
> Movil: 661 665 088
>
> Telf.: 971 75 03 24
>
> Fax: 971 75 07 94
>
>  
>
> SM2 Baleares S.A.
> C/Rita Levi 
>
> Edificio SM2 Parc Bit
>
> 07121 Palma de Mallorca
>
>   
>   
>  
>
> La información contenida en este mensaje de correo electrónico es
> confidencial. La misma, es enviada con la intención de que únicamente sea
> leída por la persona(s) a la(s) que va dirigida. El acceso a este mensaje
> por otras personas no está autorizado, por lo que en tal caso, le rogamos
> que nos lo comunique por la misma vía, se abstenga de realizar copias del
> mensaje o remitirlo o entregarlo a otra persona y proceda a borrarlo de
> inmediato.
>
> P Por favor, no imprima este mensaje ni sus documentos adjuntos si no es
> necesario.
>
>
>
> On Fri, Jun 29, 2012 at 10:55 AM, Misi Mladoniczky  wrote:
>
>> Hi,
>>
>> I would divide it into two things. One is budget, and the other thing
>> how
>> you actually do when you buy your licenses.
>>
>> Budget:
>> 1. Look into the sky and figure out your concurrent user count
>> 2. Do a 1:1 ratio (50% fixed 50% floating) and use that as a basis for
>> your budget
>>
>> Buying licenses:
>> 1. Buy a minimum number of licenses
>> 2. Buy RRR|License <--- ADV
>> 3. Increase the license count on your server as dictated by RRR|License
>> for a month or three
>> 4. Pay BMC for the number of extra licenses that you figured out that
>> you
>> REALLY need
>>
>> This goes for new ITSM systems or custom systems, or as in your case a
>> new
>> custom application that rides beside an existing system.
>>
>>Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)
>>
>> Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11):
>> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
>> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy
>> logs.
>> Find these products, and many free tools and utilities, at
>> http://rrr.se.
>>
>> > Hi Misi,
>> > But in your experience how do you do when it is for budgeting
>> purposes,
>> > these are custom applications that have not been used before and they
>> need
>> > to provision the licenses needed for the future load ... you say the
>> only
>> > way to have a number close to reality is based only in previous usage
>> > analysis?
>> > Regards,
>> > Mauricio
>> >
>> > 2012/6/28 Misi Mladoniczky 
>> >
>> >> Hi,
>> >>
>> >> I would say that there is no rule of thumb.
>> >>
>> >> Even if you have historical data, you could come up with 5:1 or 1:5,
>> all
>> >> depending how your system is used.
>> >>
>> >> One days worth of data will give you some information, and one week
>> will
>> >> give you a very good estimate.
>> >>
>> >> You can even try the free version of RRR|License, and it will tell
>> you
>> >> the
>> >> ratio that is optimum for you. You can even use the change planner in
>> >> the
>> >> test version, where you can put in a future number of expected users:
>> >> http://rrr.se/tmp/rrrLicChangePlanner.html
>> >>
>> >>Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP
>> 2011)
>> >>
>> >> Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11):
>> >> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
>> >> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy
>> >> logs.
>> >> Find these products, and many free tools and utilities, at
>> >> http://rrr.se.
>> >>
>> >> > Hi Jose,
>> >> >
>> >> > So in order to simplify a model, don´t you think you can compare
>> this
>> >> > distribution to the behaviour of ocassional users logging in and
>> >> updating
>> >> > records? because RRRLicense measures over a period of time and I do
>> >> not
>> >> > have historical data and no window frame to measure from this
>> present
>> >> time
>> >> > into the future
>> >> >
>> >> > Thank you!!!
>> >> >
>> >> > Mauricio
>> >> >
>> >> > 2012/6/28 Jose Huerta 
>> >> >
>> >> >> ** Erlang formulas assume Poisson distribution. Your team won't be
>> >> >> distributed in any computable wat. So I recommend you to study the
>> >> us

Re: 7.6.04 - Question about re-using Login Id's

[David Durling]

This has bothered me for a while:  What do to if one is using AREA against a 
system that re-users usernames, and you want the Remedy username to match the 
external one, but then there is the potential for the problems mentioned below.

There is a unique id for each account in the external system, of course - but 
not sure how I could leverage that.  Any bright ideas?  I suppose I could store 
the unique id in Remedy and do an ARDBC lookup after every login (would maybe 
have to set up an init-form to trigger the workflow on login) to see if it 
matches.  If it doesn't match, create a new record & retire the old, and use 
this record to stamp this unique id on any requests created by the user.   But 
then how to allow-disallow access to the records?   Not sure it's workable.  
Does anyone have a good way to handle this?

David Durling
University of Georgia


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Monday, June 25, 2012 3:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 - Question about re-using Login Id's

**
It would not be a EULA violation - as long as its not 2 physical individuals 
using the same ID at the same time, they are not breaking any EULA...

However for reasons mentioned in the original post itself, this is a bad idea. 
Yes you will see all records since a lot within the system is referenced by the 
Login ID. Remedy does not have any other unique identifier that is actually 
used within searches to separate one login ID from the other in the event that 
you have two login ID's with the same value, one of which is retired and the 
other active..

So bottom-line, if a match is found, rename the new ID that needs to be created 
to something slightly different.

Joe

From: patrick zandi
Sent: Monday, June 25, 2012 3:07 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 - Question about re-using Login Id's

** Might be a EULA violation as well.. May want to check on that.. License 
violation.

On Mon, Jun 25, 2012 at 3:04 PM, David M. Clark 
mailto:david.m.cl...@tn.gov>> wrote:
**
Confirmed.  Don't do that.  For all the reasons you mention and more.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jase 
Brandon
Sent: Monday, June 25, 2012 1:49 PM
To: arslist@ARSLIST.ORG
Subject: 7.6.04 - Question about re-using Login Id's

** Hello All,
What is the general consensus regarding re use of login id's?
My concern is this = Login ID "User1" is used by an employee for 6 months. That 
employee leaves the company. Someone new gets hired, in a new support group, 
and our support center then reuses "User1" as a login id. Now if an auditor 
queries for all data modified by 'last update user' = "User1", they are going 
to get everything from both users who shared a login id, different data, 
different support groups, basically a mess - right? I seem to remember having 
the "don't re-use login id's" discussion in the past and the answer was "don't 
do that" - thoughts anyone?

Thanks,

Jase

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

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Incident new and search windows not opening for some users, in ITSM 7.6.4

[Richter, Howard (CEI - Atlanta)]

Good morning, afternoon and evening all,

I have a strange issue (well most of mine are), with some users not able open 
the incident search and new windows.

I have verified that the users have the correct permissions (in fact I gave one 
the same rights that I have) and yet some users when they go to incident new or 
search the windows loading window comes up and just hangs.

Also in the logging the last Activelink action is "ActiveLink: 
SHR:LHP:EventHandler_ReturnAnyOfTheseTerms - Fri Jun 29 2012 9:13:32 AM
False actions:" and it just hangs there. If I use my login (or another that 
works) runs this activelink and then goes to the next action.

Its not a pc issue, since I can use my login and everything works great, but if 
I use one of the users logins that have an issue the screen just hangs. Also I 
have tried this on a couple of other PCs with no luck.

We have applied the latest hot fix to the mid-tiers and restarted them, with no 
luck. BMC support has no idea what might be the issue as of now (webex planned 
for later today), but I just wanted to see if anyone had seen anything like 
this.

By the way the load window never times out.

Any ideas?

Happy Friday to all and take care of your kidneys,

Howard

[cid:image001.gif@01CD55DA.C01C6410]
Howard Richter, Remedy Administrator
6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524
Email = howard.rich...@coxinc.com
Office = 678.645.4633, Cell = 404.226.2745
Cox Innovation Agent (CIA)
[cid:image002.png@01CD55DA.C01C6410][cid:image003.png@01CD55DA.C01C6410][cid:image004.png@01CD55DA.C01C6410]
Submit your idea today for a chance to earn a badge and be entered into a 
monthly drawing for a $10 gift card.
Submit your idea: http://innovation.coxenterprises.com/ideas
View your badges: 
http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx


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<><><><>

Re: 7.6.04 - Question about re-using Login Id's

[Misi Mladoniczky]

Hi,

Maybe you can use RRR|LoginConv, which is a tool that we give away for free:
https://www.rrr.se/cgi/tools/main#rrrLoginConv

It can walk through every record of your system, and replace the old login
name with a new one. It even handles Status-History, Diary-fields and
row-level access control where you have specified login names in the
112/60xxx fields.

When you are removing a login name, change it from "peter" to "x1peter" or
something like that. In this way you can keep all historical data and
still reuse a login name.

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

> This has bothered me for a while:  What do to if one is using AREA against
> a system that re-users usernames, and you want the Remedy username to
> match the external one, but then there is the potential for the problems
> mentioned below.
>
> There is a unique id for each account in the external system, of course -
> but not sure how I could leverage that.  Any bright ideas?  I suppose I
> could store the unique id in Remedy and do an ARDBC lookup after every
> login (would maybe have to set up an init-form to trigger the workflow on
> login) to see if it matches.  If it doesn't match, create a new record &
> retire the old, and use this record to stamp this unique id on any
> requests created by the user.   But then how to allow-disallow access to
> the records?   Not sure it's workable.  Does anyone have a good way to
> handle this?
>
> David Durling
> University of Georgia
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
> Sent: Monday, June 25, 2012 3:17 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: 7.6.04 - Question about re-using Login Id's
>
> **
> It would not be a EULA violation - as long as its not 2 physical
> individuals using the same ID at the same time, they are not breaking any
> EULA...
>
> However for reasons mentioned in the original post itself, this is a bad
> idea. Yes you will see all records since a lot within the system is
> referenced by the Login ID. Remedy does not have any other unique
> identifier that is actually used within searches to separate one login ID
> from the other in the event that you have two login ID's with the same
> value, one of which is retired and the other active..
>
> So bottom-line, if a match is found, rename the new ID that needs to be
> created to something slightly different.
>
> Joe
>
> From: patrick zandi
> Sent: Monday, June 25, 2012 3:07 PM
> Newsgroups: public.remedy.arsystem.general
> To: arslist@ARSLIST.ORG
> Subject: Re: 7.6.04 - Question about re-using Login Id's
>
> ** Might be a EULA violation as well.. May want to check on that.. License
> violation.
>
> On Mon, Jun 25, 2012 at 3:04 PM, David M. Clark
> mailto:david.m.cl...@tn.gov>> wrote:
> **
> Confirmed.  Don't do that.  For all the reasons you mention and more.
>
> 
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Jase
> Brandon
> Sent: Monday, June 25, 2012 1:49 PM
> To: arslist@ARSLIST.ORG
> Subject: 7.6.04 - Question about re-using Login Id's
>
> ** Hello All,
> What is the general consensus regarding re use of login id's?
> My concern is this = Login ID "User1" is used by an employee for 6 months.
> That employee leaves the company. Someone new gets hired, in a new support
> group, and our support center then reuses "User1" as a login id. Now if an
> auditor queries for all data modified by 'last update user' = "User1",
> they are going to get everything from both users who shared a login id,
> different data, different support groups, basically a mess - right? I seem
> to remember having the "don't re-use login id's" discussion in the past
> and the answer was "don't do that" - thoughts anyone?
>
> Thanks,
>
> Jase
>
> --
> Patrick Zandi
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the
> Answers Are"_
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>

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

Re: 7.6.04 - Question about re-using Login Id's

[pritch]

I've never been a fan of changing data after the fact - the new person would 
most likely have a different PPL record number and the actual name may also be 
a bit different (different middle initial, etc).  Most of the ticket info has 
names as well as login ID.

I think we spend way too much time worrying about minor items and trying to 
devise elaborate work arounds - my response to the folks asking the questions 
is 'deal with it, there's more important things to worry about'.

- Original Message -
From: "Misi Mladoniczky" 
To: arslist@ARSLIST.ORG
Sent: Friday, June 29, 2012 9:42:39 AM
Subject: Re: 7.6.04 - Question about re-using Login Id's

Hi,

Maybe you can use RRR|LoginConv, which is a tool that we give away for free:
https://www.rrr.se/cgi/tools/main#rrrLoginConv

It can walk through every record of your system, and replace the old login
name with a new one. It even handles Status-History, Diary-fields and
row-level access control where you have specified login names in the
112/60xxx fields.

When you are removing a login name, change it from "peter" to "x1peter" or
something like that. In this way you can keep all historical data and
still reuse a login name.

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

> This has bothered me for a while:  What do to if one is using AREA against
> a system that re-users usernames, and you want the Remedy username to
> match the external one, but then there is the potential for the problems
> mentioned below.
>
> There is a unique id for each account in the external system, of course -
> but not sure how I could leverage that.  Any bright ideas?  I suppose I
> could store the unique id in Remedy and do an ARDBC lookup after every
> login (would maybe have to set up an init-form to trigger the workflow on
> login) to see if it matches.  If it doesn't match, create a new record &
> retire the old, and use this record to stamp this unique id on any
> requests created by the user.   But then how to allow-disallow access to
> the records?   Not sure it's workable.  Does anyone have a good way to
> handle this?
>
> David Durling
> University of Georgia
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
> Sent: Monday, June 25, 2012 3:17 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: 7.6.04 - Question about re-using Login Id's
>
> **
> It would not be a EULA violation - as long as its not 2 physical
> individuals using the same ID at the same time, they are not breaking any
> EULA...
>
> However for reasons mentioned in the original post itself, this is a bad
> idea. Yes you will see all records since a lot within the system is
> referenced by the Login ID. Remedy does not have any other unique
> identifier that is actually used within searches to separate one login ID
> from the other in the event that you have two login ID's with the same
> value, one of which is retired and the other active..
>
> So bottom-line, if a match is found, rename the new ID that needs to be
> created to something slightly different.
>
> Joe
>
> From: patrick zandi
> Sent: Monday, June 25, 2012 3:07 PM
> Newsgroups: public.remedy.arsystem.general
> To: arslist@ARSLIST.ORG
> Subject: Re: 7.6.04 - Question about re-using Login Id's
>
> ** Might be a EULA violation as well.. May want to check on that.. License
> violation.
>
> On Mon, Jun 25, 2012 at 3:04 PM, David M. Clark
> mailto:david.m.cl...@tn.gov>> wrote:
> **
> Confirmed.  Don't do that.  For all the reasons you mention and more.
>
> 
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Jase
> Brandon
> Sent: Monday, June 25, 2012 1:49 PM
> To: arslist@ARSLIST.ORG
> Subject: 7.6.04 - Question about re-using Login Id's
>
> ** Hello All,
> What is the general consensus regarding re use of login id's?
> My concern is this = Login ID "User1" is used by an employee for 6 months.
> That employee leaves the company. Someone new gets hired, in a new support
> group, and our support center then reuses "User1" as a login id. Now if an
> auditor queries for all data modified by 'last update user' = "User1",
> they are going to get everything from both users who shared a login id,
> different data, different support groups, basically a mess - right? I seem
> to remember having the "don't re-use login id's" discussion in the past
> and the answer was "don't do that" - thoughts anyone?
>
> Thanks,
>
> Jase
>
> --
> Patrick Zandi
> _attend WWRUG12 www.wwrug.com

Re: 7.6.04 - Question about re-using Login Id's

[David Durling]

Misi,

That is interesting!  Perhaps that could be run a couple of times a year, if I 
kept track of the IDs that have left in the meantime.

What about the Submitter (field 2) if we're running with Submitter Locked?  
Would it be changeable?

David

> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
> Sent: Friday, June 29, 2012 9:43 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: 7.6.04 - Question about re-using Login Id's
> 
> Hi,
> 
> Maybe you can use RRR|LoginConv, which is a tool that we give away for
> free:
> https://www.rrr.se/cgi/tools/main#rrrLoginConv
> 
> It can walk through every record of your system, and replace the old login
> name with a new one. It even handles Status-History, Diary-fields and row-
> level access control where you have specified login names in the 112/60xxx
> fields.
> 
> When you are removing a login name, change it from "peter" to "x1peter" or
> something like that. In this way you can keep all historical data and still 
> reuse
> a login name.
> 
> Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)
> 
> Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11):
> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
> Find these products, and many free tools and utilities, at http://rrr.se.
> 
> > This has bothered me for a while:  What do to if one is using AREA
> > against a system that re-users usernames, and you want the Remedy
> > username to match the external one, but then there is the potential
> > for the problems mentioned below.
> >
> > There is a unique id for each account in the external system, of
> > course - but not sure how I could leverage that.  Any bright ideas?  I
> > suppose I could store the unique id in Remedy and do an ARDBC lookup
> > after every login (would maybe have to set up an init-form to trigger
> > the workflow on
> > login) to see if it matches.  If it doesn't match, create a new record
> > & retire the old, and use this record to stamp this unique id on any
> > requests created by the user.   But then how to allow-disallow access to
> > the records?   Not sure it's workable.  Does anyone have a good way to
> > handle this?
> >
> > David Durling
> > University of Georgia
> >
> >
> > From: Action Request System discussion list(ARSList)
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
> > Sent: Monday, June 25, 2012 3:17 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: 7.6.04 - Question about re-using Login Id's
> >
> > **
> > It would not be a EULA violation - as long as its not 2 physical
> > individuals using the same ID at the same time, they are not breaking
> > any EULA...
> >
> > However for reasons mentioned in the original post itself, this is a
> > bad idea. Yes you will see all records since a lot within the system
> > is referenced by the Login ID. Remedy does not have any other unique
> > identifier that is actually used within searches to separate one login
> > ID from the other in the event that you have two login ID's with the
> > same value, one of which is retired and the other active..
> >
> > So bottom-line, if a match is found, rename the new ID that needs to
> > be created to something slightly different.
> >
> > Joe
> >
> > From: patrick zandi
> > Sent: Monday, June 25, 2012 3:07 PM
> > Newsgroups: public.remedy.arsystem.general
> > To: arslist@ARSLIST.ORG
> > Subject: Re: 7.6.04 - Question about re-using Login Id's
> >
> > ** Might be a EULA violation as well.. May want to check on that..
> > License violation.
> >
> > On Mon, Jun 25, 2012 at 3:04 PM, David M. Clark
> > mailto:david.m.cl...@tn.gov>> wrote:
> > **
> > Confirmed.  Don't do that.  For all the reasons you mention and more.
> >
> > 
> > From: Action Request System discussion list(ARSList)
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of
> > Jase Brandon
> > Sent: Monday, June 25, 2012 1:49 PM
> > To: arslist@ARSLIST.ORG
> > Subject: 7.6.04 - Question about re-using Login Id's
> >
> > ** Hello All,
> > What is the general consensus regarding re use of login id's?
> > My concern is this = Login ID "User1" is used by an employee for 6 months.
> > That employee leaves the company. Someone new gets hired, in a new
> > support group, and our support center then reuses "User1" as a login
> > id. Now if an auditor queries for all data modified by 'last update
> > user' = "User1", they are going to get everything from both users who
> > shared a login id, different data, different support groups, basically
> > a mess - right? I seem to remember having the "don't re-use login
> > id's" discussion in the past and the answer was "don't do that" - thoughts
> anyone?
> >
> > Thanks,
> >
> > Jase
> >
> 

David Zifchock is out of the office

[David Zifchock]

I will be out of the office starting  06/29/2012 and will not return until
07/09/2012.

___
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Re: 7.6.04 - Question about re-using Login Id's

[David Durling]

I understand, this is a lot of effort we're talking about; not sure I really 
want to do it.

But it's not necessarily a minor issue if "jdoe" had access to semi-sensitive 
or at least personally-related info, leaves employment, then a year later 
another "jdoe" comes on board and inadvertently gains access to info they 
shouldn't see.

On the other hand, perhaps this minor risk is worth it - just something I have 
to determine locally.
 
David


> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
> Sent: Friday, June 29, 2012 9:54 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: 7.6.04 - Question about re-using Login Id's
> 
> I've never been a fan of changing data after the fact - the new person would
> most likely have a different PPL record number and the actual name may also
> be a bit different (different middle initial, etc).  Most of the ticket info 
> has
> names as well as login ID.
> 
> I think we spend way too much time worrying about minor items and trying
> to devise elaborate work arounds - my response to the folks asking the
> questions is 'deal with it, there's more important things to worry about'.
> 
> - Original Message -
> From: "Misi Mladoniczky" 
> To: arslist@ARSLIST.ORG
> Sent: Friday, June 29, 2012 9:42:39 AM
> Subject: Re: 7.6.04 - Question about re-using Login Id's
> 
> Hi,
> 
> Maybe you can use RRR|LoginConv, which is a tool that we give away for
> free:
> https://www.rrr.se/cgi/tools/main#rrrLoginConv
> 
> It can walk through every record of your system, and replace the old login
> name with a new one. It even handles Status-History, Diary-fields and row-
> level access control where you have specified login names in the 112/60xxx
> fields.
> 
> When you are removing a login name, change it from "peter" to "x1peter" or
> something like that. In this way you can keep all historical data and still 
> reuse
> a login name.
> 
> Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)
> 
> Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11):
> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
> Find these products, and many free tools and utilities, at http://rrr.se.
> 
> > This has bothered me for a while:  What do to if one is using AREA
> > against a system that re-users usernames, and you want the Remedy
> > username to match the external one, but then there is the potential
> > for the problems mentioned below.
> >
> > There is a unique id for each account in the external system, of
> > course - but not sure how I could leverage that.  Any bright ideas?  I
> > suppose I could store the unique id in Remedy and do an ARDBC lookup
> > after every login (would maybe have to set up an init-form to trigger
> > the workflow on
> > login) to see if it matches.  If it doesn't match, create a new record
> > & retire the old, and use this record to stamp this unique id on any
> > requests created by the user.   But then how to allow-disallow access to
> > the records?   Not sure it's workable.  Does anyone have a good way to
> > handle this?
> >
> > David Durling
> > University of Georgia
> >
> >
> > From: Action Request System discussion list(ARSList)
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
> > Sent: Monday, June 25, 2012 3:17 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: 7.6.04 - Question about re-using Login Id's
> >
> > **
> > It would not be a EULA violation - as long as its not 2 physical
> > individuals using the same ID at the same time, they are not breaking
> > any EULA...
> >
> > However for reasons mentioned in the original post itself, this is a
> > bad idea. Yes you will see all records since a lot within the system
> > is referenced by the Login ID. Remedy does not have any other unique
> > identifier that is actually used within searches to separate one login
> > ID from the other in the event that you have two login ID's with the
> > same value, one of which is retired and the other active..
> >
> > So bottom-line, if a match is found, rename the new ID that needs to
> > be created to something slightly different.
> >
> > Joe
> >
> > From: patrick zandi
> > Sent: Monday, June 25, 2012 3:07 PM
> > Newsgroups: public.remedy.arsystem.general
> > To: arslist@ARSLIST.ORG
> > Subject: Re: 7.6.04 - Question about re-using Login Id's
> >
> > ** Might be a EULA violation as well.. May want to check on that..
> > License violation.
> >
> > On Mon, Jun 25, 2012 at 3:04 PM, David M. Clark
> > mailto:david.m.cl...@tn.gov>> wrote:
> > **
> > Confirmed.  Don't do that.  For all the reasons you mention and more.
> >
> > 
> > From: Action Request System discussion list(ARSList)
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of
> > Jase Brando

Re: RESOLVED: Scroll Bar randomly appearing in Character Fields on INC form

[ali_md]

Jon

Are you able to view the text beyond the visible text area (when you type in
characters more than the visible text area) ?

Also, in what file (or individual forms) did you make this change?

Thanks
Ali


Jon Slaven wrote:
> 
> I installed the Stylish plugin and added this as a script, seems to work 
> pretty well in the meantime.
> 
> @-moz-document domain("remedy76.intranet.local") { 
> textarea.text,div.text,textarea.Editor{ overflow-x:hidden ! important; } }
> 
> (Based on the workaround Tim posted earlier)
> 
> That black screen is particularly jarring though...
> 
> Thanks,
> Jon
> _
> Jon Slaven | Amway | 616-787-7132 | jon.sla...@amway.com
> 
> 
> 
> From:   Tommy Morris 
> To: arslist@ARSLIST.ORG
> Date:   06/22/2012 03:46 PM
> Subject:Re: RESOLVED: Scroll Bar randomly appearing in Character 
> Fields on INC form
> Sent by:"Action Request System discussion list(ARSList)" 
> 
> 
> 
> 
> ** 
> They probably have a disclaimer buried in the EULA concerning strobe 
> induced seizures.
>  
> From: Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
> Sent: Friday, June 22, 2012 2:36 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: RESOLVED: Scroll Bar randomly appearing in Character Fields 
> on INC form
>  
> ** 
> Thanks for the tip; we had to open an issue on this problem, and on the 
> violently BLACK screen that now appears behind any pop-up or dialog in the 
> mid-tier if using FFv13.  That is #SW00432310 according to BMC.  I wonder 
> if Mozilla can be held liable for epileptic seizures or optical migraines 
> induced by this new misbehavior?
>  
> Christopher Strauss, Ph.D.
> Call Tracking Administration Manager
> University of North Texas Computing & IT Center
> http://itsm.unt.edu/ 
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell
> Sent: Monday, June 18, 2012 7:28 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: RESOLVED: Scroll Bar randomly appearing in Character Fields 
> on INC form
>  
> ** 
> We have a support ticket open on this as well. Our specialist tells me 
> it’s a CSS issue and how the CSS interacts with FFv13. Defect #SW00432406 
> logged for it.
>  
> Another note.
> Once you are able to successfully downgrade to FFv12, don’t forget to go 
> into your FF option menu (Tools/Options/Advanced/Update) and change the 
> Update option from automatic to Check and Notify Me or Never. If you 
> don’t, it will auto-update itself back to v13 in short order.
>  
> For those of you that can’t downgrade to FFv12 due to company polices, 
> etc., there is a workaround* that will let you use FFv13. See attached.
>  
> *No guarantees on the workaround and I cannot offer any more info on it. 
> This came from BMC and I have not played with it or tested it personally.
>  
> Tim
>  
> From: Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
> Sent: Friday, June 08, 2012 2:26 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: RESOLVED: Scroll Bar randomly appearing in Character Fields 
> on INC form
>  
> ** 
> Pardon my ignorance. I understand the issue being seen in the screenshot 
> that was provided and rolling back to 12 seems to be the right 
> work-around. I really appreciate the heads-up.
>  
> The question I have is this. What should the browser do if “you enter data 
> that is one character longer than the data displayed in the field length”? 
> It seems like text fields have always either wrapped text or added scroll 
> bars when the data is larger than the field. Maybe I’m confusing text 
> fields with character fields?
>  
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Jase Brandon
> Sent: Friday, June 08, 2012 11:09 AM
> To: arslist@ARSLIST.ORG
> Subject: RESOLVED: Scroll Bar randomly appearing in Character Fields on 
> INC form
>  
> ** Thanks David - and you are 100% correct. Reverting to Firefox 12 
> completely resolved the issue. 
> 
> WARNING TO ALL - FIREFOX 13 Causes scroll bars to appear in char fields 
> when you enter data that is one character longer than the data displayed 
> in the field length.
> 
> Thanks,
> 
> Jase
> On Fri, Jun 8, 2012 at 1:59 PM, David Durling  wrote:
> ** 
> I’m told FF 14 beta has the issue, too.
>  
> David D.
>  
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Jase Brandon
> Sent: Friday, June 08, 2012 1:59 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Scroll Bar randomly appearing in Character Fields on INC form
>  
> ** Hi David - EXACTLY! FF13 is causing the issue.  I'm going to try to 
> download FF 12 during the interim and see if that helps.
> 
> Thanks,
> 
> Jase
> On Fri, Jun 8, 2012 at 1:54 PM, David Durling  wrote:
> ** 
> Firefox 13.0 was recently released, and that’s where we’re seeing it 
> (image attached).  

Question about using executable from different patch

[Tauf Chowdhury]

All,
I wanted to see if any of you have experienced a case where in
troubleshooting an issue, support gave you debug versions of arserver
executables and DLL files that were a higher patch level than what you are
on.
Example: System is 7.6.03 unpatched. Debug arserver and DLL's are 7.6.03
patch 2.

-- 
*Tauf Chowdhury

*

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Re: 7.6.04 - Question about re-using Login Id's

[Misi Mladoniczky]

Hi,

Yes, it works with submitter-mode locked, because we use the API-call
ARMergeEntry, which lets you overwrite this field. It will also leave
Modify-Date and Modified-By intact, which is important sometimes.

Filters are not run either, as the skip-merge-filter flag is set.
Otherwise all kind of things could happen...

I originally wrote this piece of code for a customer who changed all of
their login ids at the same time, so the input can be a list:
miz = misi01
peter = pete05
...

Another use is when someone gets married and changes his or her name.

It is not a very complicated piece of code. It just reads all character
data in fields less than 255 characters, and performs an exact match.

The Status-History, Diary-fields is handled in a slightly different way,
and the 112/60xxx is handled by doing quoted replacement.

Only fields that actually will need changing is re-important, and if you
do it for a few users only, most of the records will not be touched.

It takes time to run though, as the tool needs to read all records in the
system.

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

> Misi,
>
> That is interesting!  Perhaps that could be run a couple of times a year,
> if I kept track of the IDs that have left in the meantime.
>
> What about the Submitter (field 2) if we're running with Submitter Locked?
>  Would it be changeable?
>
> David
>
>> -Original Message-
>> From: Action Request System discussion list(ARSList)
>> [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
>> Sent: Friday, June 29, 2012 9:43 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: 7.6.04 - Question about re-using Login Id's
>>
>> Hi,
>>
>> Maybe you can use RRR|LoginConv, which is a tool that we give away for
>> free:
>> https://www.rrr.se/cgi/tools/main#rrrLoginConv
>>
>> It can walk through every record of your system, and replace the old
>> login
>> name with a new one. It even handles Status-History, Diary-fields and
>> row-
>> level access control where you have specified login names in the
>> 112/60xxx
>> fields.
>>
>> When you are removing a login name, change it from "peter" to "x1peter"
>> or
>> something like that. In this way you can keep all historical data and
>> still reuse
>> a login name.
>>
>> Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP
>> 2011)
>>
>> Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11):
>> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
>> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy
>> logs.
>> Find these products, and many free tools and utilities, at
>> http://rrr.se.
>>
>> > This has bothered me for a while:  What do to if one is using AREA
>> > against a system that re-users usernames, and you want the Remedy
>> > username to match the external one, but then there is the potential
>> > for the problems mentioned below.
>> >
>> > There is a unique id for each account in the external system, of
>> > course - but not sure how I could leverage that.  Any bright ideas?  I
>> > suppose I could store the unique id in Remedy and do an ARDBC lookup
>> > after every login (would maybe have to set up an init-form to trigger
>> > the workflow on
>> > login) to see if it matches.  If it doesn't match, create a new record
>> > & retire the old, and use this record to stamp this unique id on any
>> > requests created by the user.   But then how to allow-disallow access
>> to
>> > the records?   Not sure it's workable.  Does anyone have a good way to
>> > handle this?
>> >
>> > David Durling
>> > University of Georgia
>> >
>> >
>> > From: Action Request System discussion list(ARSList)
>> > [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
>> > Sent: Monday, June 25, 2012 3:17 PM
>> > To: arslist@ARSLIST.ORG
>> > Subject: Re: 7.6.04 - Question about re-using Login Id's
>> >
>> > **
>> > It would not be a EULA violation - as long as its not 2 physical
>> > individuals using the same ID at the same time, they are not breaking
>> > any EULA...
>> >
>> > However for reasons mentioned in the original post itself, this is a
>> > bad idea. Yes you will see all records since a lot within the system
>> > is referenced by the Login ID. Remedy does not have any other unique
>> > identifier that is actually used within searches to separate one login
>> > ID from the other in the event that you have two login ID's with the
>> > same value, one of which is retired and the other active..
>> >
>> > So bottom-line, if a match is found, rename the new ID that needs to
>> > be created to something slightly different.
>> >
>> > Joe
>> >
>> > From: patrick zandi
>> > Sent: Monday, Jun

Re: 7.6.04 - Question about re-using Login Id's

[pritch]

If an environment is re-using logins in general - how sensitive can the data 
from one jdoe to the next be?  Guess It's just the hillbilly in me that doesn't 
have an appreciation for all this hidden data stuff.

- Original Message -
From: "David Durling" 
To: arslist@ARSLIST.ORG
Sent: Friday, June 29, 2012 10:07:11 AM
Subject: Re: 7.6.04 - Question about re-using Login Id's

I understand, this is a lot of effort we're talking about; not sure I really 
want to do it.

But it's not necessarily a minor issue if "jdoe" had access to semi-sensitive 
or at least personally-related info, leaves employment, then a year later 
another "jdoe" comes on board and inadvertently gains access to info they 
shouldn't see.

On the other hand, perhaps this minor risk is worth it - just something I have 
to determine locally.
 
David


> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
> Sent: Friday, June 29, 2012 9:54 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: 7.6.04 - Question about re-using Login Id's
> 
> I've never been a fan of changing data after the fact - the new person would
> most likely have a different PPL record number and the actual name may also
> be a bit different (different middle initial, etc).  Most of the ticket info 
> has
> names as well as login ID.
> 
> I think we spend way too much time worrying about minor items and trying
> to devise elaborate work arounds - my response to the folks asking the
> questions is 'deal with it, there's more important things to worry about'.
> 
> - Original Message -
> From: "Misi Mladoniczky" 
> To: arslist@ARSLIST.ORG
> Sent: Friday, June 29, 2012 9:42:39 AM
> Subject: Re: 7.6.04 - Question about re-using Login Id's
> 
> Hi,
> 
> Maybe you can use RRR|LoginConv, which is a tool that we give away for
> free:
> https://www.rrr.se/cgi/tools/main#rrrLoginConv
> 
> It can walk through every record of your system, and replace the old login
> name with a new one. It even handles Status-History, Diary-fields and row-
> level access control where you have specified login names in the 112/60xxx
> fields.
> 
> When you are removing a login name, change it from "peter" to "x1peter" or
> something like that. In this way you can keep all historical data and still 
> reuse
> a login name.
> 
> Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)
> 
> Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11):
> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
> Find these products, and many free tools and utilities, at http://rrr.se.
> 
> > This has bothered me for a while:  What do to if one is using AREA
> > against a system that re-users usernames, and you want the Remedy
> > username to match the external one, but then there is the potential
> > for the problems mentioned below.
> >
> > There is a unique id for each account in the external system, of
> > course - but not sure how I could leverage that.  Any bright ideas?  I
> > suppose I could store the unique id in Remedy and do an ARDBC lookup
> > after every login (would maybe have to set up an init-form to trigger
> > the workflow on
> > login) to see if it matches.  If it doesn't match, create a new record
> > & retire the old, and use this record to stamp this unique id on any
> > requests created by the user.   But then how to allow-disallow access to
> > the records?   Not sure it's workable.  Does anyone have a good way to
> > handle this?
> >
> > David Durling
> > University of Georgia
> >
> >
> > From: Action Request System discussion list(ARSList)
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
> > Sent: Monday, June 25, 2012 3:17 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: 7.6.04 - Question about re-using Login Id's
> >
> > **
> > It would not be a EULA violation - as long as its not 2 physical
> > individuals using the same ID at the same time, they are not breaking
> > any EULA...
> >
> > However for reasons mentioned in the original post itself, this is a
> > bad idea. Yes you will see all records since a lot within the system
> > is referenced by the Login ID. Remedy does not have any other unique
> > identifier that is actually used within searches to separate one login
> > ID from the other in the event that you have two login ID's with the
> > same value, one of which is retired and the other active..
> >
> > So bottom-line, if a match is found, rename the new ID that needs to
> > be created to something slightly different.
> >
> > Joe
> >
> > From: patrick zandi
> > Sent: Monday, June 25, 2012 3:07 PM
> > Newsgroups: public.remedy.arsystem.general
> > To: arslist@ARSLIST.ORG
> > Subject: Re: 7.6.04 - Question about re-using Login Id's
> >
> > ** Might be a EULA violation as well.. May want to check on that..
>

Re: Question about using executable from different patch

[pritch]

i've mixed and matched executables on a unix box before - ran ARServer at 6.3 
patch x and DSO at a different version.

- Original Message -
From: "Tauf Chowdhury" 
To: arslist@ARSLIST.ORG
Sent: Friday, June 29, 2012 10:39:29 AM
Subject: Question about using executable from different patch

** All, 
I wanted to see if any of you have experienced a case where in troubleshooting 
an issue, support gave you debug versions of arserver executables and DLL files 
that were a higher patch level than what you are on. 
Example: System is 7.6.03 unpatched. Debug arserver and DLL's are 7.6.03 patch 
2. 

-- 
Tauf Chowdhury 


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Re: 7.6.04 - Question about re-using Login Id's

[David Durling]

I know what you mean, but perhaps our more sensitive systems have something in 
place - retiring access to records when a person leaves, or additional security 
questions to access sensitive data, maybe something else.

I'm not tied in to the central administrative computing stuff, so... maybe 
something for me to look at.  Or change to unique Remedy ids.   Or determine 
it's not worth the worry.
 
David


> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
> Sent: Friday, June 29, 2012 10:56 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: 7.6.04 - Question about re-using Login Id's
> 
> If an environment is re-using logins in general - how sensitive can the data
> from one jdoe to the next be?  Guess It's just the hillbilly in me that 
> doesn't
> have an appreciation for all this hidden data stuff.
> 
> - Original Message -
> From: "David Durling" 
> To: arslist@ARSLIST.ORG
> Sent: Friday, June 29, 2012 10:07:11 AM
> Subject: Re: 7.6.04 - Question about re-using Login Id's
> 
> I understand, this is a lot of effort we're talking about; not sure I really 
> want
> to do it.
> 
> But it's not necessarily a minor issue if "jdoe" had access to semi-sensitive 
> or
> at least personally-related info, leaves employment, then a year later
> another "jdoe" comes on board and inadvertently gains access to info they
> shouldn't see.
> 
> On the other hand, perhaps this minor risk is worth it - just something I have
> to determine locally.
> 
> David
> 
> 
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
> > Sent: Friday, June 29, 2012 9:54 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: 7.6.04 - Question about re-using Login Id's
> >
> > I've never been a fan of changing data after the fact - the new person
> > would most likely have a different PPL record number and the actual
> > name may also be a bit different (different middle initial, etc).
> > Most of the ticket info has names as well as login ID.
> >
> > I think we spend way too much time worrying about minor items and
> > trying to devise elaborate work arounds - my response to the folks
> > asking the questions is 'deal with it, there's more important things to 
> > worry
> about'.
> >
> > - Original Message -
> > From: "Misi Mladoniczky" 
> > To: arslist@ARSLIST.ORG
> > Sent: Friday, June 29, 2012 9:42:39 AM
> > Subject: Re: 7.6.04 - Question about re-using Login Id's
> >
> > Hi,
> >
> > Maybe you can use RRR|LoginConv, which is a tool that we give away for
> > free:
> > https://www.rrr.se/cgi/tools/main#rrrLoginConv
> >
> > It can walk through every record of your system, and replace the old
> > login name with a new one. It even handles Status-History,
> > Diary-fields and row- level access control where you have specified
> > login names in the 112/60xxx fields.
> >
> > When you are removing a login name, change it from "peter" to
> > "x1peter" or something like that. In this way you can keep all
> > historical data and still reuse a login name.
> >
> > Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP
> > 2011)
> >
> > Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11):
> > * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> > * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy
> logs.
> > Find these products, and many free tools and utilities, at http://rrr.se.
> >
> > > This has bothered me for a while:  What do to if one is using AREA
> > > against a system that re-users usernames, and you want the Remedy
> > > username to match the external one, but then there is the potential
> > > for the problems mentioned below.
> > >
> > > There is a unique id for each account in the external system, of
> > > course - but not sure how I could leverage that.  Any bright ideas?
> > > I suppose I could store the unique id in Remedy and do an ARDBC
> > > lookup after every login (would maybe have to set up an init-form to
> > > trigger the workflow on
> > > login) to see if it matches.  If it doesn't match, create a new
> > > record & retire the old, and use this record to stamp this unique id on 
> > > any
> > > requests created by the user.   But then how to allow-disallow access to
> > > the records?   Not sure it's workable.  Does anyone have a good way to
> > > handle this?
> > >
> > > David Durling
> > > University of Georgia
> > >
> > >
> > > From: Action Request System discussion list(ARSList)
> > > [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
> > > Sent: Monday, June 25, 2012 3:17 PM
> > > To: arslist@ARSLIST.ORG
> > > Subject: Re: 7.6.04 - Question about re-using Login Id's
> > >
> > > **
> > > It would not be a EULA violation - as long as its not 2 physical
> > > individuals using the same ID at the same time, they are not
> > > breaking any EULA...
> > >
> > > However for reasons ment

Re: Incident new and search windows not opening for some users, in ITSM 7.6.4

[Arner, Todd]

Howard,
I have seen similar issues where portions of a form will not display for a user 
that have the correct permissions.  This issue also followed the user login on 
any PC.  I found flushing the mid-tier cache resolved our issue.

Hope that helps

Todd Arner
Great Lakes


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Friday, June 29, 2012 8:37 AM
To: arslist@ARSLIST.ORG
Subject: Incident new and search windows not opening for some users, in ITSM 
7.6.4

**
Good morning, afternoon and evening all,

I have a strange issue (well most of mine are), with some users not able open 
the incident search and new windows.

I have verified that the users have the correct permissions (in fact I gave one 
the same rights that I have) and yet some users when they go to incident new or 
search the windows loading window comes up and just hangs.

Also in the logging the last Activelink action is "ActiveLink: 
SHR:LHP:EventHandler_ReturnAnyOfTheseTerms - Fri Jun 29 2012 9:13:32 AM
False actions:" and it just hangs there. If I use my login (or another that 
works) runs this activelink and then goes to the next action.

Its not a pc issue, since I can use my login and everything works great, but if 
I use one of the users logins that have an issue the screen just hangs. Also I 
have tried this on a couple of other PCs with no luck.

We have applied the latest hot fix to the mid-tiers and restarted them, with no 
luck. BMC support has no idea what might be the issue as of now (webex planned 
for later today), but I just wanted to see if anyone had seen anything like 
this.

By the way the load window never times out.

Any ideas?

Happy Friday to all and take care of your kidneys,

Howard

[Description: Description: Cox Enterprises, Inc]
Howard Richter, Remedy Administrator
6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524
Email = howard.rich...@coxinc.com
Office = 678.645.4633, Cell = 404.226.2745
Cox Innovation Agent (CIA)
[Description: 
http://innovation.coxenterprises.com/ideas/Badge%20Library/BadgeA-Md.png][Description:
 
http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Md.png][Description:
 
http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge50-Md.png]
Submit your idea today for a chance to earn a badge and be entered into a 
monthly drawing for a $10 gift card.
Submit your idea: http://innovation.coxenterprises.com/ideas
View your badges: 
http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx

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

--
The information contained in this communication may be confidential, is 
intended only for the use of the recipient(s) named above, and may be legally 
privileged. If the reader of this message is not the intended recipient, you 
are hereby notified that any dissemination, distribution, or copying of this 
communication, or any of its contents, is strictly prohibited. If you have 
received this communication in error, please notify the sender immediately and 
destroy or delete the original message and any copy of it from your computer 
system. If you have any questions concerning this message, please contact the 
sender.

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<><><><>

Re: Paging and Notification Applications

[Joe Martin D'Souza]

http://www.ppt.com/perl/itgui.pl?handler=products/etherpage

This was a very simple to use tool formally owned by EtherPage and then 
eventually changed a couple of hands.. I haven’t used it recently but used to 
use it years ago and it was way more simpler than TelAlert to setup and 
configure.. I did use TelAlert too..

Joe

From: Shellman, David 
Sent: Thursday, June 28, 2012 4:46 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: Paging and Notification Applications

** 
We use TelAlert.

Dave

On Jun 28, 2012, at 4:39 PM, "Barbour, Brandi D"  wrote:


  ** 
  We are looking for a Automated Paging/Notification application.  Does anyone 
use anything other than xMatters Alarmpoint for this?  We love that product 
however have been asked to investigate what else is out there.  If there 
happens to be any freeware that could meet this need that would be even better. 
 J

  Thanks,

  Brandi

   


  The information transmitted is intended only for the person or entity to 
which it is addressed and 
  may contain confidential and/or privileged material. If the reader of this 
message is not the intended
  recipient, you are hereby notified that your access is unauthorized, and any 
review, dissemination,
  distribution or copying of this message including any attachments is strictly 
prohibited. If you are not
  the intended recipient, please contact the sender and delete the material 
from any computer.
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Re: Incident new and search windows not opening for some users, in ITSM 7.6.4

[Howard Richter]

Todd,

 

Thanks. I have tried even removing the cached files, restarting the server
(i.e. box), all with no luck. 

 

The strange thing is the permission are the same for two users, one that
works and one that fails.

 

It only happens in the incident search or new, all other forms work great.

 

Howard

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
Sent: Friday, June 29, 2012 11:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident new and search windows not opening for some users, in
ITSM 7.6.4

 

** 

Howard,

I have seen similar issues where portions of a form will not display for a
user that have the correct permissions.  This issue also followed the user
login on any PC.  I found flushing the mid-tier cache resolved our issue.

 

Hope that helps

 

Todd Arner

Great Lakes

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Friday, June 29, 2012 8:37 AM
To: arslist@ARSLIST.ORG
Subject: Incident new and search windows not opening for some users, in ITSM
7.6.4

 

** 

Good morning, afternoon and evening all,

 

I have a strange issue (well most of mine are), with some users not able
open the incident search and new windows. 

 

I have verified that the users have the correct permissions (in fact I gave
one the same rights that I have) and yet some users when they go to incident
new or search the windows loading window comes up and just hangs.

 

Also in the logging the last Activelink action is "ActiveLink:
SHR:LHP:EventHandler_ReturnAnyOfTheseTerms - Fri Jun 29 2012 9:13:32 AM

False actions:" and it just hangs there. If I use my login (or another that
works) runs this activelink and then goes to the next action.

 

Its not a pc issue, since I can use my login and everything works great, but
if I use one of the users logins that have an issue the screen just hangs.
Also I have tried this on a couple of other PCs with no luck.

 

We have applied the latest hot fix to the mid-tiers and restarted them, with
no luck. BMC support has no idea what might be the issue as of now (webex
planned for later today), but I just wanted to see if anyone had seen
anything like this.

 

By the way the load window never times out.

 

Any ideas?

 

Happy Friday to all and take care of your kidneys,

 

Howard

 

  Description: Description: Cox Enterprises,
Inc

Howard Richter, Remedy Administrator

6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524  

Email = howard.rich...@coxinc.com

Office = 678.645.4633, Cell = 404.226.2745

Cox Innovation Agent (CIA)

Description:
http://innovation.coxenterprises.com/ideas/Badge%20Library/BadgeA-Md.png

Description:
http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Md.png

Description:
http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge50-Md.png

Submit your idea today for a chance to earn a badge and be entered into a
monthly drawing for a $10 gift card.
Submit your idea: http://innovation.coxenterprises.com/
 ideas 
View your badges: http://innovation.coxenterprises.com/ideas/SitePages/

yourbadges.aspx

 

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

  _  

The information contained in this communication may be confidential, is
intended only for the use of the recipient(s) named above, and may be
legally privileged. If the reader of this message is not the intended
recipient, you are hereby notified that any dissemination, distribution, or
copying of this communication, or any of its contents, is strictly
prohibited. If you have received this communication in error, please notify
the sender immediately and destroy or delete the original message and any
copy of it from your computer system. If you have any questions concerning
this message, please contact the sender.

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<><><><>

Re: Paging and Notification Applications

[Jason Miller]

We use HipLink .  They have offering for
Remedy integrations.  Since we have traditionally be highly customized and
home grown built all of our paging workflow to work with their paging
product.  We have yet to integrate with our new ITSM 7.6.04 system but I am
hoping it will be pretty straight forward.

Jason

On Fri, Jun 29, 2012 at 9:24 AM, Joe Martin D'Souza wrote:

> **
>
> http://www.ppt.com/perl/itgui.pl?handler=products/etherpage
>
> This was a very simple to use tool formally owned by EtherPage and then
> eventually changed a couple of hands.. I haven’t used it recently but used
> to use it years ago and it was way more simpler than TelAlert to setup and
> configure.. I did use TelAlert too..
>
> Joe
>
>  *From:* Shellman, David 
> *Sent:* Thursday, June 28, 2012 4:46 PM
> *Newsgroups:* public.remedy.arsystem.general
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Paging and Notification Applications
>
> **
> We use TelAlert.
>
> Dave
>
> On Jun 28, 2012, at 4:39 PM, "Barbour, Brandi D"  wrote:
>
>  **
>
> We are looking for a Automated Paging/Notification application.  Does
> anyone use anything other than xMatters Alarmpoint for this?  We love that
> product however have been asked to investigate what else is out there.  If
> there happens to be any freeware that could meet this need that would be
> even better.  J
>
> Thanks,
>
> Brandi
>
> 
>
> 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"_
>

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Re: Incident new and search windows not opening for some users, in ITSM 7.6.4

[ravi rai]

Remove Incident permission and reapply on impacted user account. this might help
 
Ravi 
 



Date: Fri, 29 Jun 2012 12:39:01 -0400
From: hbr4...@gmail.com
Subject: Re: Incident new and search windows not opening for some users, in 
ITSM 7.6.4
To: arslist@ARSLIST.ORG

** 





Todd,
 
Thanks. I have tried even removing the cached files, restarting the server 
(i.e. box), all with no luck. 
 
The strange thing is the permission are the same for two users, one that works 
and one that fails.
 
It only happens in the incident search or new, all other forms work great.
 
Howard
 
 
 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
Sent: Friday, June 29, 2012 11:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident new and search windows not opening for some users, in 
ITSM 7.6.4
 
** 
Howard,
I have seen similar issues where portions of a form will not display for a user 
that have the correct permissions.  This issue also followed the user login on 
any PC.  I found flushing the mid-tier cache resolved our issue.
 
Hope that helps
 
Todd Arner
Great Lakes
 
 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Friday, June 29, 2012 8:37 AM
To: arslist@ARSLIST.ORG
Subject: Incident new and search windows not opening for some users, in ITSM 
7.6.4
 
** 
Good morning, afternoon and evening all,
 
I have a strange issue (well most of mine are), with some users not able open 
the incident search and new windows. 
 
I have verified that the users have the correct permissions (in fact I gave one 
the same rights that I have) and yet some users when they go to incident new or 
search the windows loading window comes up and just hangs.
 
Also in the logging the last Activelink action is “ActiveLink: 
SHR:LHP:EventHandler_ReturnAnyOfTheseTerms - Fri Jun 29 2012 9:13:32 AM
False actions:” and it just hangs there. If I use my login (or another that 
works) runs this activelink and then goes to the next action.
 
Its not a pc issue, since I can use my login and everything works great, but if 
I use one of the users logins that have an issue the screen just hangs. Also I 
have tried this on a couple of other PCs with no luck.
 
We have applied the latest hot fix to the mid-tiers and restarted them, with no 
luck. BMC support has no idea what might be the issue as of now (webex planned 
for later today), but I just wanted to see if anyone had seen anything like 
this.
 
By the way the load window never times out.
 
Any ideas?
 
Happy Friday to all and take care of your kidneys,
 
Howard
 

Howard Richter, Remedy Administrator
6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524  
Email = howard.rich...@coxinc.com
Office = 678.645.4633, Cell = 404.226.2745
Cox Innovation Agent (CIA)

Submit your idea today for a chance to earn a badge and be entered into a 
monthly drawing for a $10 gift card.
Submit your idea: http://innovation.coxenterprises.com/ideas 
View your badges: 
http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx
 
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The information contained in this communication may be confidential, is 
intended only for the use of the recipient(s) named above, and may be legally 
privileged. If the reader of this message is not the intended recipient, you 
are hereby notified that any dissemination, distribution, or copying of this 
communication, or any of its contents, is strictly prohibited. If you have 
received this communication in error, please notify the sender immediately and 
destroy or delete the original message and any copy of it from your computer 
system. If you have any questions concerning this message, please contact the 
sender.
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<><><><>

Re: Incident new and search windows not opening for some users, in ITSM 7.6.4

[Matt Reinfeldt]

Howard,

 

Have you compared their PPM:PeoplePermissionGroups records?  I've seen, in
the past, where records don't always get properly created in this form.

 

GL,

 

Matt

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Friday, June 29, 2012 11:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident new and search windows not opening for some users, in
ITSM 7.6.4

 

** 

Todd,

 

Thanks. I have tried even removing the cached files, restarting the server
(i.e. box), all with no luck. 

 

The strange thing is the permission are the same for two users, one that
works and one that fails.

 

It only happens in the incident search or new, all other forms work great.

 

Howard

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
Sent: Friday, June 29, 2012 11:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident new and search windows not opening for some users, in
ITSM 7.6.4

 

** 

Howard,

I have seen similar issues where portions of a form will not display for a
user that have the correct permissions.  This issue also followed the user
login on any PC.  I found flushing the mid-tier cache resolved our issue.

 

Hope that helps

 

Todd Arner

Great Lakes

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Friday, June 29, 2012 8:37 AM
To: arslist@ARSLIST.ORG
Subject: Incident new and search windows not opening for some users, in ITSM
7.6.4

 

** 

Good morning, afternoon and evening all,

 

I have a strange issue (well most of mine are), with some users not able
open the incident search and new windows. 

 

I have verified that the users have the correct permissions (in fact I gave
one the same rights that I have) and yet some users when they go to incident
new or search the windows loading window comes up and just hangs.

 

Also in the logging the last Activelink action is "ActiveLink:
SHR:LHP:EventHandler_ReturnAnyOfTheseTerms - Fri Jun 29 2012 9:13:32 AM

False actions:" and it just hangs there. If I use my login (or another that
works) runs this activelink and then goes to the next action.

 

Its not a pc issue, since I can use my login and everything works great, but
if I use one of the users logins that have an issue the screen just hangs.
Also I have tried this on a couple of other PCs with no luck.

 

We have applied the latest hot fix to the mid-tiers and restarted them, with
no luck. BMC support has no idea what might be the issue as of now (webex
planned for later today), but I just wanted to see if anyone had seen
anything like this.

 

By the way the load window never times out.

 

Any ideas?

 

Happy Friday to all and take care of your kidneys,

 

Howard

 

  Description: Description: Cox Enterprises,
Inc

Howard Richter, Remedy Administrator

6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524  

Email = howard.rich...@coxinc.com

Office = 678.645.4633, Cell = 404.226.2745

Cox Innovation Agent (CIA)

Description:
http://innovation.coxenterprises.com/ideas/Badge%20Library/BadgeA-Md.png

Description:
http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Md.png

Description:
http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge50-Md.png

Submit your idea today for a chance to earn a badge and be entered into a
monthly drawing for a $10 gift card.
Submit your idea: http://innovation.coxenterprises.com/
 ideas 
View your badges: http://innovation.coxenterprises.com/ideas/SitePages/

yourbadges.aspx

 

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

  _  

The information contained in this communication may be confidential, is
intended only for the use of the recipient(s) named above, and may be
legally privileged. If the reader of this message is not the intended
recipient, you are hereby notified that any dissemination, distribution, or
copying of this communication, or any of its contents, is strictly
prohibited. If you have received this communication in error, please notify
the sender immediately and destroy or delete the original message and any
copy of it from your computer system. If you have any questions concerning
this message, please contact the sender.

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<><><><>

Re: Incident new and search windows not opening for some users, in ITSM 7.6.4

[Matt Reinfeldt]

Sry. meant CTM:PeoplePermissionGroups.. J

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Matt Reinfeldt
Sent: Friday, June 29, 2012 1:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Incident new and search windows not opening for some users, in
ITSM 7.6.4

 

** 

Howard,

 

Have you compared their PPM:PeoplePermissionGroups records?  I've seen, in
the past, where records don't always get properly created in this form.

 

GL,

 

Matt

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Friday, June 29, 2012 11:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident new and search windows not opening for some users, in
ITSM 7.6.4

 

** 

Todd,

 

Thanks. I have tried even removing the cached files, restarting the server
(i.e. box), all with no luck. 

 

The strange thing is the permission are the same for two users, one that
works and one that fails.

 

It only happens in the incident search or new, all other forms work great.

 

Howard

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
Sent: Friday, June 29, 2012 11:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident new and search windows not opening for some users, in
ITSM 7.6.4

 

** 

Howard,

I have seen similar issues where portions of a form will not display for a
user that have the correct permissions.  This issue also followed the user
login on any PC.  I found flushing the mid-tier cache resolved our issue.

 

Hope that helps

 

Todd Arner

Great Lakes

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Friday, June 29, 2012 8:37 AM
To: arslist@ARSLIST.ORG
Subject: Incident new and search windows not opening for some users, in ITSM
7.6.4

 

** 

Good morning, afternoon and evening all,

 

I have a strange issue (well most of mine are), with some users not able
open the incident search and new windows. 

 

I have verified that the users have the correct permissions (in fact I gave
one the same rights that I have) and yet some users when they go to incident
new or search the windows loading window comes up and just hangs.

 

Also in the logging the last Activelink action is "ActiveLink:
SHR:LHP:EventHandler_ReturnAnyOfTheseTerms - Fri Jun 29 2012 9:13:32 AM

False actions:" and it just hangs there. If I use my login (or another that
works) runs this activelink and then goes to the next action.

 

Its not a pc issue, since I can use my login and everything works great, but
if I use one of the users logins that have an issue the screen just hangs.
Also I have tried this on a couple of other PCs with no luck.

 

We have applied the latest hot fix to the mid-tiers and restarted them, with
no luck. BMC support has no idea what might be the issue as of now (webex
planned for later today), but I just wanted to see if anyone had seen
anything like this.

 

By the way the load window never times out.

 

Any ideas?

 

Happy Friday to all and take care of your kidneys,

 

Howard

 

  Description: Description: Cox Enterprises,
Inc

Howard Richter, Remedy Administrator

6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524  

Email = howard.rich...@coxinc.com

Office = 678.645.4633, Cell = 404.226.2745

Cox Innovation Agent (CIA)

Description:
http://innovation.coxenterprises.com/ideas/Badge%20Library/BadgeA-Md.png

Description:
http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Md.png

Description:
http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge50-Md.png

Submit your idea today for a chance to earn a badge and be entered into a
monthly drawing for a $10 gift card.
Submit your idea: http://innovation.coxenterprises.com/
 ideas 
View your badges: http://innovation.coxenterprises.com/ideas/SitePages/

yourbadges.aspx

 

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

  _  

The information contained in this communication may be confidential, is
intended only for the use of the recipient(s) named above, and may be
legally privileged. If the reader of this message is not the intended
recipient, you are hereby notified that any dissemination, distribution, or
copying of this communication, or any of its contents, is strictly
prohibited. If you have received this communication in error, please notify
the sender immediately and destroy or delete the original message and any
copy of it from your computer system. If you have any questions concerning
this message, please contact the sender.

_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answe

Re: Incident new and search windows not opening for some users, in ITSM 7.6.4

[Ibbi]

Did you have a look at the 'user' form and see of the permissions are the same 
for both users in there?

Can you please also try delete the user at preferences and see if that work? 

I had a very similar issue and web I checked my permissions with the other 
user, the permissions did not match user form from the people form permissions 
for the other users. And simply deleting the AR preference for the user did the 
job with flushing the cache. It took me forever. 

Do follow up.

My environment 7.4.04 sp2.

Sent from my iPhone

On Jun 29, 2012, at 12:39 PM, Howard Richter  wrote:

> **
> Todd,
>  
> Thanks. I have tried even removing the cached files, restarting the server 
> (i.e. box), all with no luck.
>  
> The strange thing is the permission are the same for two users, one that 
> works and one that fails.
>  
> It only happens in the incident search or new, all other forms work great.
>  
> Howard
>  
>  
>  
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
> Sent: Friday, June 29, 2012 11:27 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Incident new and search windows not opening for some users, in 
> ITSM 7.6.4
>  
> **
> Howard,
> I have seen similar issues where portions of a form will not display for a 
> user that have the correct permissions.  This issue also followed the user 
> login on any PC.  I found flushing the mid-tier cache resolved our issue.
>  
> Hope that helps
>  
> Todd Arner
> Great Lakes
>  
>  
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
> Sent: Friday, June 29, 2012 8:37 AM
> To: arslist@ARSLIST.ORG
> Subject: Incident new and search windows not opening for some users, in ITSM 
> 7.6.4
>  
> **
> Good morning, afternoon and evening all,
>  
> I have a strange issue (well most of mine are), with some users not able open 
> the incident search and new windows.
>  
> I have verified that the users have the correct permissions (in fact I gave 
> one the same rights that I have) and yet some users when they go to incident 
> new or search the windows loading window comes up and just hangs.
>  
> Also in the logging the last Activelink action is “ActiveLink: 
> SHR:LHP:EventHandler_ReturnAnyOfTheseTerms - Fri Jun 29 2012 9:13:32 AM
> False actions:” and it just hangs there. If I use my login (or another that 
> works) runs this activelink and then goes to the next action.
>  
> Its not a pc issue, since I can use my login and everything works great, but 
> if I use one of the users logins that have an issue the screen just hangs. 
> Also I have tried this on a couple of other PCs with no luck.
>  
> We have applied the latest hot fix to the mid-tiers and restarted them, with 
> no luck. BMC support has no idea what might be the issue as of now (webex 
> planned for later today), but I just wanted to see if anyone had seen 
> anything like this.
>  
> By the way the load window never times out.
>  
> Any ideas?
>  
> Happy Friday to all and take care of your kidneys,
>  
> Howard
>  
> 
> Howard Richter, Remedy Administrator
> 6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524 
> Email = howard.rich...@coxinc.com
> Office = 678.645.4633, Cell = 404.226.2745
> Cox Innovation Agent (CIA)
> 
> Submit your idea today for a chance to earn a badge and be entered into a 
> monthly drawing for a $10 gift card.
> Submit your idea: http://innovation.coxenterprises.com/ideas 
> View your badges: 
> http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx
>  
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
> The information contained in this communication may be confidential, is 
> intended only for the use of the recipient(s) named above, and may be legally 
> privileged. If the reader of this message is not the intended recipient, you 
> are hereby notified that any dissemination, distribution, or copying of this 
> communication, or any of its contents, is strictly prohibited. If you have 
> received this communication in error, please notify the sender immediately 
> and destroy or delete the original message and any copy of it from your 
> computer system. If you have any questions concerning this message, please 
> contact the sender.
> _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: Incident new and search windows not opening for some users, in ITSM 7.6.4

[Howard Richter]

Thanks to all for the ideas, however, non-have helped.

 

>From removing the incident permission’s and then re-adding them, flushing 
>every cache in the mid-tier that BMC support can think of and even removing 
>some cached files, looking at the CTM:PeoplePermissionGroups form,  to even 
>removing the user preferences forms, and nothing has worked.

 

Its very strange, other apps (like problem and change) open up with no issues. 
However, incident search/new just hang. 

 

Well lets see what BMC does with fiddler, mid-tier and user login I just sent 
them.

 

If I hear anything I will post it.

 

As always thanks and remember to take care of your kidneys,

 

Howard

 

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ibbi
Sent: Friday, June 29, 2012 2:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: Incident new and search windows not opening for some users, in 
ITSM 7.6.4

 

** 

Did you have a look at the 'user' form and see of the permissions are the same 
for both users in there?

 

Can you please also try delete the user at preferences and see if that work? 

 

I had a very similar issue and web I checked my permissions with the other 
user, the permissions did not match user form from the people form permissions 
for the other users. And simply deleting the AR preference for the user did the 
job with flushing the cache. It took me forever. 

 

Do follow up.

 

My environment 7.4.04 sp2.


Sent from my iPhone


On Jun 29, 2012, at 12:39 PM, Howard Richter  wrote:

** 

Todd,

 

Thanks. I have tried even removing the cached files, restarting the server 
(i.e. box), all with no luck. 

 

The strange thing is the permission are the same for two users, one that works 
and one that fails.

 

It only happens in the incident search or new, all other forms work great.

 

Howard

 

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
Sent: Friday, June 29, 2012 11:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident new and search windows not opening for some users, in 
ITSM 7.6.4

 

** 

Howard,

I have seen similar issues where portions of a form will not display for a user 
that have the correct permissions.  This issue also followed the user login on 
any PC.  I found flushing the mid-tier cache resolved our issue.

 

Hope that helps

 

Todd Arner

Great Lakes

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Friday, June 29, 2012 8:37 AM
To: arslist@ARSLIST.ORG
Subject: Incident new and search windows not opening for some users, in ITSM 
7.6.4

 

** 

Good morning, afternoon and evening all,

 

I have a strange issue (well most of mine are), with some users not able open 
the incident search and new windows. 

 

I have verified that the users have the correct permissions (in fact I gave one 
the same rights that I have) and yet some users when they go to incident new or 
search the windows loading window comes up and just hangs.

 

Also in the logging the last Activelink action is “ActiveLink: 
SHR:LHP:EventHandler_ReturnAnyOfTheseTerms - Fri Jun 29 2012 9:13:32 AM

False actions:” and it just hangs there. If I use my login (or another that 
works) runs this activelink and then goes to the next action.

 

Its not a pc issue, since I can use my login and everything works great, but if 
I use one of the users logins that have an issue the screen just hangs. Also I 
have tried this on a couple of other PCs with no luck.

 

We have applied the latest hot fix to the mid-tiers and restarted them, with no 
luck. BMC support has no idea what might be the issue as of now (webex planned 
for later today), but I just wanted to see if anyone had seen anything like 
this.

 

By the way the load window never times out.

 

Any ideas?

 

Happy Friday to all and take care of your kidneys,

 

Howard

 

  

Howard Richter, Remedy Administrator

6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524  

Email = howard.rich...@coxinc.com

Office = 678.645.4633, Cell = 404.226.2745

Cox Innovation Agent (CIA)

 
 
 
 


Submit your idea today for a chance to earn a badge and be entered into a 
monthly drawing for a $10 gift card.
Submit your idea: http://innovation.coxenterprises.com/ 
 ideas 
View your badges: http://innovation.coxenterprises.com/ideas/SitePages/ 
 
yourbadges.aspx

 

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


  _  


The information contained in this communication may be confidential, is 
intended only for the use of the recipient(s) named above, and may be legally 

Re: Incident new and search windows not opening for some users, in ITSM 7.6.4

[Ibbi]

Howard,

Hopefully they can resolve it. Do let us know what the solution was and the 
steps they took.

Sent from my iPhone

On Jun 29, 2012, at 2:55 PM, Howard Richter  wrote:

> **
> Thanks to all for the ideas, however, non-have helped.
>  
> From removing the incident permission’s and then re-adding them, flushing 
> every cache in the mid-tier that BMC support can think of and even removing 
> some cached files, looking at the CTM:PeoplePermissionGroups form,  to even 
> removing the user preferences forms, and nothing has worked.
>  
> Its very strange, other apps (like problem and change) open up with no 
> issues. However, incident search/new just hang.
>  
> Well lets see what BMC does with fiddler, mid-tier and user login I just sent 
> them.
>  
> If I hear anything I will post it.
>  
> As always thanks and remember to take care of your kidneys,
>  
> Howard
>  
>  
>  
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Ibbi
> Sent: Friday, June 29, 2012 2:03 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Incident new and search windows not opening for some users, in 
> ITSM 7.6.4
>  
> **
> Did you have a look at the 'user' form and see of the permissions are the 
> same for both users in there?
>  
> Can you please also try delete the user at preferences and see if that work? 
>  
> I had a very similar issue and web I checked my permissions with the other 
> user, the permissions did not match user form from the people form 
> permissions for the other users. And simply deleting the AR preference for 
> the user did the job with flushing the cache. It took me forever. 
>  
> Do follow up.
>  
> My environment 7.4.04 sp2.
> 
> Sent from my iPhone
> 
> On Jun 29, 2012, at 12:39 PM, Howard Richter  wrote:
> 
> **
> Todd,
>  
> Thanks. I have tried even removing the cached files, restarting the server 
> (i.e. box), all with no luck.
>  
> The strange thing is the permission are the same for two users, one that 
> works and one that fails.
>  
> It only happens in the incident search or new, all other forms work great.
>  
> Howard
>  
>  
>  
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
> Sent: Friday, June 29, 2012 11:27 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Incident new and search windows not opening for some users, in 
> ITSM 7.6.4
>  
> **
> Howard,
> I have seen similar issues where portions of a form will not display for a 
> user that have the correct permissions.  This issue also followed the user 
> login on any PC.  I found flushing the mid-tier cache resolved our issue.
>  
> Hope that helps
>  
> Todd Arner
> Great Lakes
>  
>  
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
> Sent: Friday, June 29, 2012 8:37 AM
> To: arslist@ARSLIST.ORG
> Subject: Incident new and search windows not opening for some users, in ITSM 
> 7.6.4
>  
> **
> Good morning, afternoon and evening all,
>  
> I have a strange issue (well most of mine are), with some users not able open 
> the incident search and new windows.
>  
> I have verified that the users have the correct permissions (in fact I gave 
> one the same rights that I have) and yet some users when they go to incident 
> new or search the windows loading window comes up and just hangs.
>  
> Also in the logging the last Activelink action is “ActiveLink: 
> SHR:LHP:EventHandler_ReturnAnyOfTheseTerms - Fri Jun 29 2012 9:13:32 AM
> False actions:” and it just hangs there. If I use my login (or another that 
> works) runs this activelink and then goes to the next action.
>  
> Its not a pc issue, since I can use my login and everything works great, but 
> if I use one of the users logins that have an issue the screen just hangs. 
> Also I have tried this on a couple of other PCs with no luck.
>  
> We have applied the latest hot fix to the mid-tiers and restarted them, with 
> no luck. BMC support has no idea what might be the issue as of now (webex 
> planned for later today), but I just wanted to see if anyone had seen 
> anything like this.
>  
> By the way the load window never times out.
>  
> Any ideas?
>  
> Happy Friday to all and take care of your kidneys,
>  
> Howard
>  
> 
> Howard Richter, Remedy Administrator
> 6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524 
> Email = howard.rich...@coxinc.com
> Office = 678.645.4633, Cell = 404.226.2745
> Cox Innovation Agent (CIA)
> 
> Submit your idea today for a chance to earn a badge and be entered into a 
> monthly drawing for a $10 gift card.
> Submit your idea: http://innovation.coxenterprises.com/ideas 
> View your badges: 
> http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx
>  
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
> The information contained in this communication may be confidential, is 
> intended only for the use of the recipient(s) name

IE 7 - ARS 7.6.04 midtier / tomcat 6.0.20 and 6.0.35

[patrick zandi]

I have a customer with an old IE 7.0.5730  --
she gets an error, We have cleared the browser cache, the server cache, and
did all we can.. Error is the following::
She gets the front screen, and then logs in, which works.. then.. Wham
blank screen..
here are the errors

Line 7
char 77
error object expected
code 0


-- Anyone ?

-- 
Patrick Zandi

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Re: IE 7 - ARS 7.6.04 midtier / tomcat 6.0.20 and 6.0.35

[Tauf Chowdhury]

I guess the obvious is can you get the user on a newer browser? I
think IE7 is technically no longer supported in 7.6.04

Sent from my iPhone

On Jun 29, 2012, at 3:18 PM, patrick zandi  wrote:

> ** I have a customer with an old IE 7.0.5730  --
> she gets an error, We have cleared the browser cache, the server cache, and 
> did all we can.. Error is the following::
> She gets the front screen, and then logs in, which works.. then.. Wham blank 
> screen..
> here are the errors
>
> Line 7
> char 77
> error object expected
> code 0
>
>
> -- Anyone ?
>
> --
> Patrick Zandi
> _attend WWRUG12 www.wwrug.com  ARSlist: "Where the Answers Are"_

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Re: IE 7 - ARS 7.6.04 midtier / tomcat 6.0.20 and 6.0.35

[Grooms, Frederick W]

IE7 is supported according to the Compatibility matrix for 7.6.04

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: Friday, June 29, 2012 2:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: IE 7 - ARS 7.6.04 midtier / tomcat 6.0.20 and 6.0.35

I guess the obvious is can you get the user on a newer browser? I
think IE7 is technically no longer supported in 7.6.04

Sent from my iPhone

On Jun 29, 2012, at 3:18 PM, patrick zandi  wrote:

> ** I have a customer with an old IE 7.0.5730  --
> she gets an error, We have cleared the browser cache, the server cache, and 
> did all we can.. Error is the following::
> She gets the front screen, and then logs in, which works.. then.. Wham blank 
> screen..
> here are the errors
>
> Line 7
> char 77
> error object expected
> code 0
>
>
> -- Anyone ?
>
> --
> Patrick Zandi

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Re: IE 7 - ARS 7.6.04 midtier / tomcat 6.0.20 and 6.0.35

[patrick zandi]

Ill bet it is some javascript, lockdown on the desktop...
just cannot prove it.. but I believe it is the desktop.

On Fri, Jun 29, 2012 at 4:01 PM, Grooms, Frederick W <
frederick.w.gro...@xo.com> wrote:

> IE7 is supported according to the Compatibility matrix for 7.6.04
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
> Sent: Friday, June 29, 2012 2:49 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: IE 7 - ARS 7.6.04 midtier / tomcat 6.0.20 and 6.0.35
>
> I guess the obvious is can you get the user on a newer browser? I
> think IE7 is technically no longer supported in 7.6.04
>
> Sent from my iPhone
>
> On Jun 29, 2012, at 3:18 PM, patrick zandi  wrote:
>
> > ** I have a customer with an old IE 7.0.5730  --
> > she gets an error, We have cleared the browser cache, the server cache,
> and did all we can.. Error is the following::
> > She gets the front screen, and then logs in, which works.. then.. Wham
> blank screen..
> > here are the errors
> >
> > Line 7
> > char 77
> > error object expected
> > code 0
> >
> >
> > -- Anyone ?
> >
> > --
> > Patrick Zandi
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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>



-- 
Patrick Zandi

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Re: Incident new and search windows not opening for some users, in ITSM 7.6.4

[ravi rai]

Howard,
if you are on IE press F12 and under Cache select clear browser cache for this 
domain 
close all browser and try 
 
Ravi 
 



Date: Fri, 29 Jun 2012 14:55:36 -0400
From: hbr4...@gmail.com
Subject: Re: Incident new and search windows not opening for some users, in 
ITSM 7.6.4
To: arslist@ARSLIST.ORG

** 





Thanks to all for the ideas, however, non-have helped.
 
>From removing the incident permission’s and then re-adding them, flushing 
>every cache in the mid-tier that BMC support can think of and even removing 
>some cached files, looking at the CTM:PeoplePermissionGroups form,  to even 
>removing the user preferences forms, and nothing has worked.
 
Its very strange, other apps (like problem and change) open up with no issues. 
However, incident search/new just hang. 
 
Well lets see what BMC does with fiddler, mid-tier and user login I just sent 
them.
 
If I hear anything I will post it.
 
As always thanks and remember to take care of your kidneys,
 
Howard

 
 
 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ibbi
Sent: Friday, June 29, 2012 2:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: Incident new and search windows not opening for some users, in 
ITSM 7.6.4
 
** 
Did you have a look at the 'user' form and see of the permissions are the same 
for both users in there?

 

Can you please also try delete the user at preferences and see if that work? 

 

I had a very similar issue and web I checked my permissions with the other 
user, the permissions did not match user form from the people form permissions 
for the other users. And simply deleting the AR preference for the user did the 
job with flushing the cache. It took me forever. 

 

Do follow up.

 

My environment 7.4.04 sp2.


Sent from my iPhone


On Jun 29, 2012, at 12:39 PM, Howard Richter  wrote:


** 
Todd,
 
Thanks. I have tried even removing the cached files, restarting the server 
(i.e. box), all with no luck. 
 
The strange thing is the permission are the same for two users, one that works 
and one that fails.
 
It only happens in the incident search or new, all other forms work great.
 
Howard
 
 
 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
Sent: Friday, June 29, 2012 11:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident new and search windows not opening for some users, in 
ITSM 7.6.4
 
** 
Howard,
I have seen similar issues where portions of a form will not display for a user 
that have the correct permissions.  This issue also followed the user login on 
any PC.  I found flushing the mid-tier cache resolved our issue.
 
Hope that helps
 
Todd Arner
Great Lakes
 
 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Friday, June 29, 2012 8:37 AM
To: arslist@ARSLIST.ORG
Subject: Incident new and search windows not opening for some users, in ITSM 
7.6.4
 
** 
Good morning, afternoon and evening all,
 
I have a strange issue (well most of mine are), with some users not able open 
the incident search and new windows. 
 
I have verified that the users have the correct permissions (in fact I gave one 
the same rights that I have) and yet some users when they go to incident new or 
search the windows loading window comes up and just hangs.
 
Also in the logging the last Activelink action is “ActiveLink: 
SHR:LHP:EventHandler_ReturnAnyOfTheseTerms - Fri Jun 29 2012 9:13:32 AM
False actions:” and it just hangs there. If I use my login (or another that 
works) runs this activelink and then goes to the next action.
 
Its not a pc issue, since I can use my login and everything works great, but if 
I use one of the users logins that have an issue the screen just hangs. Also I 
have tried this on a couple of other PCs with no luck.
 
We have applied the latest hot fix to the mid-tiers and restarted them, with no 
luck. BMC support has no idea what might be the issue as of now (webex planned 
for later today), but I just wanted to see if anyone had seen anything like 
this.
 
By the way the load window never times out.
 
Any ideas?
 
Happy Friday to all and take care of your kidneys,
 
Howard
 

Howard Richter, Remedy Administrator
6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524  
Email = howard.rich...@coxinc.com
Office = 678.645.4633, Cell = 404.226.2745
Cox Innovation Agent (CIA)

Submit your idea today for a chance to earn a badge and be entered into a 
monthly drawing for a $10 gift card.
Submit your idea: http://innovation.coxenterprises.com/ideas 
View your badges: 
http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx
 
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The information contained in this communication may be confidential, is 
intended only for the use of the recipient(s) named above, and may be legally 
privileged. If the reader of this message is not the intended recipient, you 

Re: Floating License Estimation - rule of thumb or formula

[Mauricio M.]

I guess the first approach and easiest way to proceed is to estimate a 3:1
ratio or 5:1 ratio according to the "book", maybe applying some % up, and
providing with two or three scenarios. After that, more precise measurment
should be done, we need to measure the actual license usage over a period
of time, using any tool available in the market or custom method and adjust
the count, but in order to this to happen, the application should have been
previously approved and minimum licenses provisioned and management would
like to know how we are estimating the floating count, with a more solid
argument than the standard ratio recommended by the book, which is not
general law ...if I say 100 licenses, why 100? why 80? why not 70? - I
guess a raw formula could be used based on some criteria, again, it will
not be perfect but certainly more accurate

What do you think?

2012/6/29 Misi Mladoniczky 

> Hi,
>
> In that case they need to spend much more money, as they have to spend
> according to the budget instead of their actual need.
>
> I understand that you NEED a budget, but that does not mean that you have
> to SPEND the whole budget.
>
> And I also understand that sales reps might have a different idea on how
> to proceed, as this way of doing it invariably saves the customer money...
>
>Best Regards - Misi, RRR AB, http://rrr.se
>
> > I think that the problem is that he can't buy extra licenses. I mean, He
> > needs to provide a budget to assist the decision of buying Remedy. To buy
> > a
> > minimum number of licenses and then increase as needed, is to make the
> > decision without known the final TCO.
> >
> >
> > Jose M. Huerta
> > Project Manager**
> >
> > Movil: 661 665 088
> >
> > Telf.: 971 75 03 24
> >
> > Fax: 971 75 07 94
> >
> >  
> >
> > SM2 Baleares S.A.
> > C/Rita Levi 
> >
> > Edificio SM2 Parc Bit
> >
> > 07121 Palma de Mallorca
> >
> >   
> >   
> >  
> >
> > La información contenida en este mensaje de correo electrónico es
> > confidencial. La misma, es enviada con la intención de que únicamente sea
> > leída por la persona(s) a la(s) que va dirigida. El acceso a este mensaje
> > por otras personas no está autorizado, por lo que en tal caso, le rogamos
> > que nos lo comunique por la misma vía, se abstenga de realizar copias del
> > mensaje o remitirlo o entregarlo a otra persona y proceda a borrarlo de
> > inmediato.
> >
> > P Por favor, no imprima este mensaje ni sus documentos adjuntos si no es
> > necesario.
> >
> >
> >
> > On Fri, Jun 29, 2012 at 10:55 AM, Misi Mladoniczky  wrote:
> >
> >> Hi,
> >>
> >> I would divide it into two things. One is budget, and the other thing
> >> how
> >> you actually do when you buy your licenses.
> >>
> >> Budget:
> >> 1. Look into the sky and figure out your concurrent user count
> >> 2. Do a 1:1 ratio (50% fixed 50% floating) and use that as a basis for
> >> your budget
> >>
> >> Buying licenses:
> >> 1. Buy a minimum number of licenses
> >> 2. Buy RRR|License <--- ADV
> >> 3. Increase the license count on your server as dictated by RRR|License
> >> for a month or three
> >> 4. Pay BMC for the number of extra licenses that you figured out that
> >> you
> >> REALLY need
> >>
> >> This goes for new ITSM systems or custom systems, or as in your case a
> >> new
> >> custom application that rides beside an existing system.
> >>
> >>Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP
> 2011)
> >>
> >> Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11):
> >> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> >> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy
> >> logs.
> >> Find these products, and many free tools and utilities, at
> >> http://rrr.se.
> >>
> >> > Hi Misi,
> >> > But in your experience how do you do when it is for budgeting
> >> purposes,
> >> > these are custom applications that have not been used before and they
> >> need
> >> > to provision the licenses needed for the future load ... you say the
> >> only
> >> > way to have a number close to reality is based only in previous usage
> >> > analysis?
> >> > Regards,
> >> > Mauricio
> >> >
> >> > 2012/6/28 Misi Mladoniczky 
> >> >
> >> >> Hi,
> >> >>
> >> >> I would say that there is no rule of thumb.
> >> >>
> >> >> Even if you have historical data, you could come up with 5:1 or 1:5,
> >> all
> >> >> depending how your system is used.
> >> >>
> >> >> One days worth of data will give you some information, and one week
> >> will
> >> >> give you a very good estimate.
> >> >>
> >> >> You can even try the free version of RRR|License, and it will tell
> >> you
> >> >> the
> >> >> ratio that is optimum for you. You can even use the change planner in
> >> >> the
> >> >> test version, where you can put in a future number

Securing SRM tickets (SR,WO, Task) for HR

[Logan, Kelly]

Happy Friday all,

I am setting up our HR department with SRM and we would like to have HR tickets 
segregated from the others

1.   Avoid advance interface forms, to allow for self-administration of SR 
Catalog, and keep any maintenance tasks to a minimum

2.   Non-HRIS personnel should not have access to HRIS Requests nor Work 
Order/Tasks

3.   All HRIS personnel should have access to Requests, WOs, Tasks, 
regardless of assignment

4.   Non-HRIS Requests, WOs, Tasks need to be available to the rest of the 
users

I am looking at setting up row level security for this, so if you have tried 
this I'd be very appreciative of your experience. Here's what I have been able 
to discern so far:

OOB SRM:Request's field 1, 'SysRequestID', has only the Assignee, Assignee 
Group, OBOAssignee, Submitter, Vendor Assignee Groups and 'Unrestricted Access' 
(role) that grant access to an entry.

Though 'Assignee Group' is set, no field 112 has been created. The 
'OBOAssignee' field is used, and workflow sets this to $USER$, $Requested By 
Login ID$, and $Requested For Login ID$. Similarly, the Vendor Assignee is set 
by workflow as well, if a vendor is assigned the request.

My working plan is to remove the 'Unrestricted Access' from field 1, use the 
assignee group in field 112 and a parent group in a dynamic group field as 
described in the FormApp guide to grant access to the assignee group and all 
HRIS groups. Filters will set field 112, the system will set the dynamic group 
and all HRIS groups should have access to the tickets when an HRIS group is 
assigned. If the Assignee is not in HRIS, a generic permissions group (General 
Access?) will be put into 112.

First, if anyone has a better idea on this, please let me know.

Otherwise, what I'm going to be looking at is whether or not I a filter can 
determine if an assignee group is in a parent group (so I don't have to update 
code when HR adds a new support group).

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

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Re: IE 7 - ARS 7.6.04 midtier / tomcat 6.0.20 and 6.0.35

[Tauf Chowdhury]

That's weird. I remember talking to support where they suggested ie7
had weird UI issues that didn't present themselves in IE8 or FF

Sent from my iPhone

On Jun 29, 2012, at 4:02 PM, "Grooms, Frederick W"
 wrote:

> IE7 is supported according to the Compatibility matrix for 7.6.04
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
> Sent: Friday, June 29, 2012 2:49 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: IE 7 - ARS 7.6.04 midtier / tomcat 6.0.20 and 6.0.35
>
> I guess the obvious is can you get the user on a newer browser? I
> think IE7 is technically no longer supported in 7.6.04
>
> Sent from my iPhone
>
> On Jun 29, 2012, at 3:18 PM, patrick zandi  wrote:
>
>> ** I have a customer with an old IE 7.0.5730  --
>> she gets an error, We have cleared the browser cache, the server cache, and 
>> did all we can.. Error is the following::
>> She gets the front screen, and then logs in, which works.. then.. Wham blank 
>> screen..
>> here are the errors
>>
>> Line 7
>> char 77
>> error object expected
>> code 0
>>
>>
>> -- Anyone ?
>>
>> --
>> Patrick Zandi
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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Re: Data Management Client on Windows 7

[Carl Wilson]

Hi,
there is a couple of levels of security you have to modify in the later 
versions of Excel, such as Macro security (Excel Options > Macro Settings)and 
Trusted sites (Excel Options > Microsoft Office Excel Trust Center > Trust 
Center Settings ...) to get the conversions macros to run automatically.
2003 did not have the extra layer of security, thus why BMC recommend it.

Cheers
Carl 

http://www.missingpiecessoftware.com/



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jamie
Sent: 28 June 2012 18:04
To: arslist@ARSLIST.ORG
Subject: Data Management Client on Windows 7

Has anyone installe the Data Management Client on a Windows 7 workstation with 
excel 2010?  By default the application installed in the 32 bit Program Files 
(x86) folder, and even though when I'm trying to use the DMT tool for 
foundation upload and I select the correct path to for the DMT install, the 
worksheets are not opened and converted correctly.  For some reason the 
worksheet is opened with a hard value of the DMT install path of /Program 
Files/ instead of /Program Files (x86).

Has anyone had any luck getting the Data Management Client to work with Windows 
7?  I tried opening a ticket with BMC and after two weeks of going back and 
forth they said it was part of the design and excel that to be 2003.

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Re: IE 7 - ARS 7.6.04 midtier / tomcat 6.0.20 and 6.0.35

[Easter, David]

IE7 is supported by AR System 7.6.04 but not recommended.  We've tried to 
continue support for it as long as possible for those customers with custom 
(bespoke) applications that don't take advantage of the recent features found 
in 7.6.04.  But when utilizing complex and modern applications like the ITSM 
7.6.04 solution, I'd recommend going with IE9 or higher to get the best 
possible experience.

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


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: Friday, June 29, 2012 2:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: IE 7 - ARS 7.6.04 midtier / tomcat 6.0.20 and 6.0.35

That's weird. I remember talking to support where they suggested ie7
had weird UI issues that didn't present themselves in IE8 or FF

Sent from my iPhone

On Jun 29, 2012, at 4:02 PM, "Grooms, Frederick W"
 wrote:

> IE7 is supported according to the Compatibility matrix for 7.6.04
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
> Sent: Friday, June 29, 2012 2:49 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: IE 7 - ARS 7.6.04 midtier / tomcat 6.0.20 and 6.0.35
>
> I guess the obvious is can you get the user on a newer browser? I
> think IE7 is technically no longer supported in 7.6.04
>
> Sent from my iPhone
>
> On Jun 29, 2012, at 3:18 PM, patrick zandi  wrote:
>
>> ** I have a customer with an old IE 7.0.5730  --
>> she gets an error, We have cleared the browser cache, the server cache, and 
>> did all we can.. Error is the following::
>> She gets the front screen, and then logs in, which works.. then.. Wham blank 
>> screen..
>> here are the errors
>>
>> Line 7
>> char 77
>> error object expected
>> code 0
>>
>>
>> -- Anyone ?
>>
>> --
>> Patrick Zandi
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"

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Re: IE 7 - ARS 7.6.04 midtier / tomcat 6.0.20 and 6.0.35

[Pat Zandi]

Thank you for clarification ! 

Sent from my iPhone

On Jun 29, 2012, at 19:42, "Easter, David"  wrote:

> IE7 is supported by AR System 7.6.04 but not recommended.  We've tried to 
> continue support for it as long as possible for those customers with custom 
> (bespoke) applications that don't take advantage of the recent features found 
> in 7.6.04.  But when utilizing complex and modern applications like the ITSM 
> 7.6.04 solution, I'd recommend going with IE9 or higher to get the best 
> possible experience.
> 
> -David J. Easter
> Manager of Product Management, AR System
> BSM & Atrium Solutions Management
> BMC Software, Inc.
>  
> The opinions, statements, and/or suggested courses of action expressed in 
> this E-mail do not necessarily reflect those of BMC Software, Inc.  My 
> voluntary participation in this forum is not intended to convey a role as a 
> spokesperson, liaison or public relations representative for BMC Software, 
> Inc.
> 
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
> Sent: Friday, June 29, 2012 2:04 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: IE 7 - ARS 7.6.04 midtier / tomcat 6.0.20 and 6.0.35
> 
> That's weird. I remember talking to support where they suggested ie7
> had weird UI issues that didn't present themselves in IE8 or FF
> 
> Sent from my iPhone
> 
> On Jun 29, 2012, at 4:02 PM, "Grooms, Frederick W"
>  wrote:
> 
>> IE7 is supported according to the Compatibility matrix for 7.6.04
>> 
>> Fred
>> 
>> -Original Message-
>> From: Action Request System discussion list(ARSList) 
>> [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
>> Sent: Friday, June 29, 2012 2:49 PM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: IE 7 - ARS 7.6.04 midtier / tomcat 6.0.20 and 6.0.35
>> 
>> I guess the obvious is can you get the user on a newer browser? I
>> think IE7 is technically no longer supported in 7.6.04
>> 
>> Sent from my iPhone
>> 
>> On Jun 29, 2012, at 3:18 PM, patrick zandi  wrote:
>> 
>>> ** I have a customer with an old IE 7.0.5730  --
>>> she gets an error, We have cleared the browser cache, the server cache, and 
>>> did all we can.. Error is the following::
>>> She gets the front screen, and then logs in, which works.. then.. Wham 
>>> blank screen..
>>> here are the errors
>>> 
>>> Line 7
>>> char 77
>>> error object expected
>>> code 0
>>> 
>>> 
>>> -- Anyone ?
>>> 
>>> --
>>> Patrick Zandi
>> 
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
> 
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