Re: how to migrate the changes from a pre-overlay ars server(7.1) into overlay server(7.6.04)
Hi, If you can determine which objects to migrate, and which are CUSTOM and OVERLAY respectively, you can use RRR|DefBPCU to convert the exported DEF:s to the correct overlay-setting before the import. https://www.rrr.se/cgi/tools/main#rrrDefBPCU Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. I created a copy of our prod env which in on ars 7.1 custom apps and upgraded it to 7.6.04 p002 a few months ago. During the upgrade process I used bpcu utility to convert the OOTB core forms like email system, user, group etc.. to overlays where we did customization. The 7.6.04 server is running in overlay mode and is currently going through testing. Now in the past few weeks there have been some code changes made in our prod ars 7.1 server. How can I import those changes into 7.6.04 server? Do I need to go through whole upgrade process again? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: How to change Button text in SRM?
Hi, Thanks. I already supposed so :-( I'll have our Service Delivery Manager go back to the customer, as he was the one who promised this :-( Regards, Rob. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: How to change Button text in SRM?
Hi, Thanks for this detailed response. Although it seems possible, I doubt whether management will let me do this. I'll try to have our Dev-environment copied to tamper with it. Regards, Rob ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: OT: Client Sensitivity
Sorry, the correct name of the field is Job Title. Jose Manuel Huerta http://theremedyforit.com/ On Mon, Aug 20, 2012 at 6:47 PM, Pargeter, Christie :CO IS cparg...@lhs.org wrote: ** What tab is the Profession field on or was that a customized field you put into the system? ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Jose Manuel Huerta Guillén *Sent:* Friday, August 17, 2012 11:43 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: OT: Client Sensitivity ** ** ** One of my customers is a healthcare organization (big one, with +6000 employees). ** ** We have done it like the next: ** ** - We use the profession field at CTM:People to mark it as doctor, nurse, administrative stuff, maganer, etc. - We customized HPD help Desk to show it at the main screen, so technical staff known if it is a doctor. - Client Sensitivity means that the employee is part of a critic healthcare chain (like a *triage* nurse at emergency, surgery doctor, ...). - VIP is used to mark senior management. - Impact is used to mark the spread of the incident (one person, few people, full unit, whole hospital) - VIP moves from one person to few people. - Urgency is used to mark the effect on the work being the max a risk to a patient. - Sensitivity increases one level. ** ** It works correctly. Just to share... ** ** ** ** Jose Manuel Huerta http://theremedyforit.com/ ** ** On Tue, Aug 14, 2012 at 9:26 PM, Jason Miller jason.mil...@gmail.com wrote: it for our Doctors where VIP is senior mgmt and their admins. It was setup for our Help Desk personnel to be more aware that the issue could have an impact on a patient in a hospital and they might change the urgency based on that up a level. ** ** _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Localizing applications
Thanks, Seems I'm going to modify all ITSM localized forms :) Jose Manuel Huerta http://theremedyforit.com/ On Mon, Aug 20, 2012 at 12:44 PM, Misi Mladoniczky m...@rrr.se wrote: Hi, If you set en_US as locale for the English views, and clear out the locale for the Spanish views, you will get the behaviour you seek. 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 listers, Don't know if it is possible... Here in Majorca, we speak two languages, Spanish and Catalan. For politic reasons, some applications need to be localized to both languages. I would like to start a localization for Catalan, but only for a few forms. What I want is: If a user has the language option set to Catalan, and there is no Catalan version, to use the Spanish version instead of the English one. Is that possible? Regards, Jose Manuel Huerta http://theremedyforit.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Localizing applications
Hi, The easiest way, not considering the use of overlays, might be to export the view-definitions of all the blank views and ES views to an view-def-XML-file. Then do a find/replace: From:vui-locale : To: vui-locale : en_US From:vui-locale : ES To: vui-locale : And import it in place. (Just make sure that you find an editor that can do the replace and match the end-of-line, as you might otherwise get vui-locale : ES replaced by vui-locale : En_USES...) I have a translation memory tool called RRR|Translator that can help you do the translation to Catalan. It has not been much interest in it though. Maybe because it is a non-free tool, or maybe because people does not understand is not a free tool, but maybe because nobody understands the benefit ;-) Maybe we can agree on something if you want to try it out? Here you have the documentation for RRR|Translator: https://www.rrr.se/c/doc/RRR_Translator.pdf 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. Thanks, Seems I'm going to modify all ITSM localized forms :) Jose Manuel Huerta http://theremedyforit.com/ On Mon, Aug 20, 2012 at 12:44 PM, Misi Mladoniczky m...@rrr.se wrote: Hi, If you set en_US as locale for the English views, and clear out the locale for the Spanish views, you will get the behaviour you seek. 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 listers, Don't know if it is possible... Here in Majorca, we speak two languages, Spanish and Catalan. For politic reasons, some applications need to be localized to both languages. I would like to start a localization for Catalan, but only for a few forms. What I want is: If a user has the language option set to Catalan, and there is no Catalan version, to use the Spanish version instead of the English one. Is that possible? Regards, Jose Manuel Huerta http://theremedyforit.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
7.6.04 basic FTS questions
Hi, In the 7.6.04 configuration guide, I found this statement: Full text search (FTS) is typically much faster than using the native database searching functionality when searching in long text fields. It is also the only method available in AR System for searching text within attached documents. Has anyone been able to successfully use FTS to search for text within attachments? Thanks, Rick ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Linking Maintenance Contracts to CIs - automation options?
Hello Listers, I am setting up a new ITSM 7.6.4 server and we are ready to configure our assets. I have used the Integrator to import several thousand server (Computer System) CIs, and I have used the Data Management tool to import the Maintenance contracts for those CIs. When I tried to use the Transactional-Contract.xls sheet to import the relationship between the server CIs and their maintenance contracts, however, it said that the relationship Related to (which is what is set when you do the action manually), was in error, specifically: 1023- Invalid Relationship Type selected. Now the sheet seems to indicate that CI-Contract relationships are allowed as it gives directions on how to identify the CI and the Contract. Has anyone else tried this? (Directions from the spreadsheet) This required field must be completed with one of the followings: 1) For Parent Relationship Type of Contract, enter the Instance ID (from the target form) or the Contract Identifier (from the CTR:LoadContractBase form) of the Parent record to which the association is being made. 2) For Parent Relationship Type of Configuration Item, enter the Reconciliation ID. This required field must be completed with one of the followings: 1) For Child Relationship Type of Contract, enter the Instance ID (from the target form) or the Contract Identifier (from the CTR:LoadContractBase form) of the child record. 2) For Child Relationship Type of License Certificate, enter the Instance ID (from the target form) or ID (from the AST:LoadLicenseCertificates form) of the child record. This required field must be completed with one of the following numbers or words, according to the significance indicated in the following list: 32000 or Attached to 35000 or Related to 77000 or Terms and Conditions of (End) Alternately, is there some other standard procedure we are supposed to follow to set up several thousand CIs' contract relationships? I see that the dialog pushes to CTR:Contract Relationship, and AST:CMDB Associations (ActiveLink: AST:ASA:RelateFromContract_200_PAAA_PCRC), but the filters on these forms are set to only run on Submit and not Merge, so I can't import to them directly. I would prefer not to create a new form and workflow just to perform what should be a standard configuration action, so please if anyone has done this and knows of an OOB method, let me know. 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.commailto:kelly.lo...@proquest.com www.proquest.com ProQuest...Start here. 2010 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Finding: Incident Business-Time Duration, minus Pending Status time
Ladies and Gentlemen; I'm looking for a field or place to grab the Incident Business Time Duration for an ITMS 7.6.04 Incient Module ticket, excluding the time(s) that the ticket is in Pending 'Status'. I've found in the Incident Assignment Log form, the field 'Business Hours Duration (Sec)'. If I do a sum on all assignments related to the Incident Number, I can get the total seconds that the ticket was open. I need to be able to subtract the amount of time that the ticket was in Pending, like the SLM module would use to determine if an SLA was met or missed. I've spent considerable cycles looking for a place to grab the data from a field in SLM, but can't seem to find it. Anyone, have a suggestion for a place to look, or a formula to use to get the desired result into a report??? Thanks; R ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: how to migrate the changes from a pre-overlay ars server(7.1) into overlay server(7.6.04)
Hi Misi, I was going through documentation about your tool. Seems like the only option I have is to delete the objects and reimport them. And then re import the data using rrrchive or delta data migration tool in migrator. On a side note what is the benefit of using your tool:rrrDefBPCU? Just checking if I am missing anything. Seems like all the features are included in devstudio plugin as well. 1. Using the devstudio I was able to import new workflow from 7.1 to 7.6.04. It is importing the new objects into base mode. Then I can convert them into custom. It is giving the 8861 error for importing with overwrite on existing objects which is same with your tool as well. 2. DevStudio plugin also can to convert custom to base and vice-versa. On Monday, August 20, 2012 11:14:10 PM UTC-7, Misi Mladoniczky wrote: Hi, If you can determine which objects to migrate, and which are CUSTOM and OVERLAY respectively, you can use RRR|DefBPCU to convert the exported DEF:s to the correct overlay-setting before the import. https://www.rrr.se/cgi/tools/main#rrrDefBPCU Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. I created a copy of our prod env which in on ars 7.1 custom apps and upgraded it to 7.6.04 p002 a few months ago. During the upgrade process I used bpcu utility to convert the OOTB core forms like email system, user, group etc.. to overlays where we did customization. The 7.6.04 server is running in overlay mode and is currently going through testing. Now in the past few weeks there have been some code changes made in our prod ars 7.1 server. How can I import those changes into 7.6.04 server? Do I need to go through whole upgrade process again? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: how to migrate the changes from a pre-overlay ars server(7.1) into overlay server(7.6.04)
Yes this is another option but trying to see if we can reduce the duplication effort. On Monday, August 20, 2012 4:54:27 PM UTC-7, Pargeter, Christie :CO IS wrote: ** I might look at how difficult it would be to manually re-create these changes. You have the 7.1 version and just need to almost just rekey them. *From:* Action Request System discussion list(ARSList) [mailto: ars...@arslist.org javascript:] *On Behalf Of *patchsk *Sent:* Monday, August 20, 2012 3:40 PM *To:* ars...@arslist.org javascript: *Subject:* how to migrate the changes from a pre-overlay ars server(7.1) into overlay server(7.6.04) ** I created a copy of our prod env which in on ars 7.1 custom apps and upgraded it to 7.6.04 p002 a few months ago. During the upgrade process I used bpcu utility to convert the OOTB core forms like email system, user, group etc.. to overlays where we did customization. The 7.6.04 server is running in overlay mode and is currently going through testing. Now in the past few weeks there have been some code changes made in our prod ars 7.1 server. How can I import those changes into 7.6.04 server? Do I need to go through whole upgrade process again? _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Localizing applications
WOOOAAAHH!!! Never though of doing massive changes through text edition! Currently I'm analyzing the viability of the project. Seems affordable. If finally accepted, I will consider using RRR|Translator. Jose Manuel Huerta http://theremedyforit.com/ On Tue, Aug 21, 2012 at 10:31 AM, Misi Mladoniczky m...@rrr.se wrote: ke sure that you find an editor that can do the replace and match the end-of-line, as you m ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
MACRO question
I have an old active link that updates escalations and uses a MACRO as one of the actions. One of the steps in the MACRO is to set the Assigned Technician field on Escalation to the Assigned Technician listed on the parent ticket. That seems work fine until the ticket is assigned to a group and the technician field is the blank. I would have thought it would set the field on the escalation to blank also, but it leaves the previous value there. Another step in the MACRO changes the assigned group and it always works. I'm stumped.. Andy L. Mayfield Alabama Power Company Protection Control Technician Sr. Linc # 10*19140 Cell # 205-288-9140 Office # 205-257-1556 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Finding: Incident Business-Time Duration, minus Pending Status time
Did you check the incident audit log? You can calculate the amount of time the ticket is in pending status from there. On Tuesday, August 21, 2012 11:04:57 AM UTC-7, Ray Palla wrote: Ladies and Gentlemen; I'm looking for a field or place to grab the Incident Business Time Duration for an ITMS 7.6.04 Incient Module ticket, excluding the time(s) that the ticket is in Pending 'Status'. I've found in the Incident Assignment Log form, the field 'Business Hours Duration (Sec)'. If I do a sum on all assignments related to the Incident Number, I can get the total seconds that the ticket was open. I need to be able to subtract the amount of time that the ticket was in Pending, like the SLM module would use to determine if an SLA was met or missed. I've spent considerable cycles looking for a place to grab the data from a field in SLM, but can't seem to find it. Anyone, have a suggestion for a place to look, or a formula to use to get the desired result into a report??? Thanks; R ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: how to migrate the changes from a pre-overlay ars server(7.1) into overlay server(7.6.04)
Hi, RRR|Chive does not apply here. RRR|Chive only handles data. We are talking about definitions and def-files. A def-file exported from 7.1 will always be in BASE mode. What RRR|DedBPCU can do, is to convert it to OVERLAY. When you later import the converted def, it will replace any overlay on your target 7.6.04 server, or add an overlay if it does not already exist. But if it is a new object altogether, you need to import it as CUSTOM. RRR|DefBPCU can handle that as well, but you have to export two defs from your 7.1 server, one with OVERLAY-objects and one with CUSTOM-objects. 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, I was going through documentation about your tool. Seems like the only option I have is to delete the objects and reimport them. And then re import the data using rrrchive or delta data migration tool in migrator. On a side note what is the benefit of using your tool:rrrDefBPCU? Just checking if I am missing anything. Seems like all the features are included in devstudio plugin as well. 1. Using the devstudio I was able to import new workflow from 7.1 to 7.6.04. It is importing the new objects into base mode. Then I can convert them into custom. It is giving the 8861 error for importing with overwrite on existing objects which is same with your tool as well. 2. DevStudio plugin also can to convert custom to base and vice-versa. On Monday, August 20, 2012 11:14:10 PM UTC-7, Misi Mladoniczky wrote: Hi, If you can determine which objects to migrate, and which are CUSTOM and OVERLAY respectively, you can use RRR|DefBPCU to convert the exported DEF:s to the correct overlay-setting before the import. https://www.rrr.se/cgi/tools/main#rrrDefBPCU Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. I created a copy of our prod env which in on ars 7.1 custom apps and upgraded it to 7.6.04 p002 a few months ago. During the upgrade process I used bpcu utility to convert the OOTB core forms like email system, user, group etc.. to overlays where we did customization. The 7.6.04 server is running in overlay mode and is currently going through testing. Now in the past few weeks there have been some code changes made in our prod ars 7.1 server. How can I import those changes into 7.6.04 server? Do I need to go through whole upgrade process again? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: how to migrate the changes from a pre-overlay ars server(7.1) into overlay server(7.6.04)
I need to work on all CUSTOM objects only. Migrating objects from 7.1 to 7.6.04p003 directly with devstudio is working only for the new objects i.e., if the objects are not yet present in 7.6.04. I mentioned about RRR|Chive incase if I need to delete the forms in 7.6.04 before reimporting. If the object already present in 7.6.04 either as CUSTOM or BASE then the objects in 7.1 definition needs to converted to same type before we can reimport it into 7.6.04. I was able to convert the objects in 7.1 def file to CUSTOM using your tool and import inplace the new def file into 7.6.04 using devstudio. Thanks you tool is indeed very helpful. On Tuesday, August 21, 2012 11:44:48 AM UTC-7, Misi Mladoniczky wrote: Hi, RRR|Chive does not apply here. RRR|Chive only handles data. We are talking about definitions and def-files. A def-file exported from 7.1 will always be in BASE mode. What RRR|DedBPCU can do, is to convert it to OVERLAY. When you later import the converted def, it will replace any overlay on your target 7.6.04 server, or add an overlay if it does not already exist. But if it is a new object altogether, you need to import it as CUSTOM. RRR|DefBPCU can handle that as well, but you have to export two defs from your 7.1 server, one with OVERLAY-objects and one with CUSTOM-objects. 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, I was going through documentation about your tool. Seems like the only option I have is to delete the objects and reimport them. And then re import the data using rrrchive or delta data migration tool in migrator. On a side note what is the benefit of using your tool:rrrDefBPCU? Just checking if I am missing anything. Seems like all the features are included in devstudio plugin as well. 1. Using the devstudio I was able to import new workflow from 7.1 to 7.6.04. It is importing the new objects into base mode. Then I can convert them into custom. It is giving the 8861 error for importing with overwrite on existing objects which is same with your tool as well. 2. DevStudio plugin also can to convert custom to base and vice-versa. On Monday, August 20, 2012 11:14:10 PM UTC-7, Misi Mladoniczky wrote: Hi, If you can determine which objects to migrate, and which are CUSTOM and OVERLAY respectively, you can use RRR|DefBPCU to convert the exported DEF:s to the correct overlay-setting before the import. https://www.rrr.se/cgi/tools/main#rrrDefBPCU Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. I created a copy of our prod env which in on ars 7.1 custom apps and upgraded it to 7.6.04 p002 a few months ago. During the upgrade process I used bpcu utility to convert the OOTB core forms like email system, user, group etc.. to overlays where we did customization. The 7.6.04 server is running in overlay mode and is currently going through testing. Now in the past few weeks there have been some code changes made in our prod ars 7.1 server. How can I import those changes into 7.6.04 server? Do I need to go through whole upgrade process again? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Finding: Incident Business-Time Duration, minus Pending Status time
This suggestion is possibly realistic, however the amount of coding to parse out the Pending time is a vast effort. Any other ideas other than creating a custom form specifically for tracking business time and pending time for every Incident modification? R Quoting patchsk vamsi...@gmail.com: Did you check the incident audit log? You can calculate the amount of time the ticket is in pending status from there. On Tuesday, August 21, 2012 11:04:57 AM UTC-7, Ray Palla wrote: Ladies and Gentlemen; I'm looking for a field or place to grab the Incident Business Time Duration for an ITMS 7.6.04 Incient Module ticket, excluding the time(s) that the ticket is in Pending 'Status'. I've found in the Incident Assignment Log form, the field 'Business Hours Duration (Sec)'. If I do a sum on all assignments related to the Incident Number, I can get the total seconds that the ticket was open. I need to be able to subtract the amount of time that the ticket was in Pending, like the SLM module would use to determine if an SLA was met or missed. I've spent considerable cycles looking for a place to grab the data from a field in SLM, but can't seem to find it. Anyone, have a suggestion for a place to look, or a formula to use to get the desired result into a report??? Thanks; R ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Finding: Incident Business-Time Duration, minus Pending Status time
SLM can handle this - do you have the SLM module? Regards, Andrew C. Goodall Software Engineer Development Services ago...@jcpenney.com jcpenney 6501 Legacy Drive Plano, TX 75024 jcp.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@arslist.org] On Behalf Of Ray Palla Sent: Tuesday, August 21, 2012 2:47 PM To: arslist@arslist.org Subject: Re: Finding: Incident Business-Time Duration, minus Pending Status time This suggestion is possibly realistic, however the amount of coding to parse out the Pending time is a vast effort. Any other ideas other than creating a custom form specifically for tracking business time and pending time for every Incident modification? R Quoting patchsk vamsi...@gmail.com: Did you check the incident audit log? You can calculate the amount of time the ticket is in pending status from there. On Tuesday, August 21, 2012 11:04:57 AM UTC-7, Ray Palla wrote: Ladies and Gentlemen; I'm looking for a field or place to grab the Incident Business Time Duration for an ITMS 7.6.04 Incient Module ticket, excluding the time(s) that the ticket is in Pending 'Status'. I've found in the Incident Assignment Log form, the field 'Business Hours Duration (Sec)'. If I do a sum on all assignments related to the Incident Number, I can get the total seconds that the ticket was open. I need to be able to subtract the amount of time that the ticket was in Pending, like the SLM module would use to determine if an SLA was met or missed. I've spent considerable cycles looking for a place to grab the data from a field in SLM, but can't seem to find it. Anyone, have a suggestion for a place to look, or a formula to use to get the desired result into a report??? Thanks; R ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Finding: Incident Business-Time Duration, minus Pending Status time
We do check the performance impact at our preproduction servers, because I was also concerned by it. The impact was less than 1%. Test performed changing requests massively through web services by using SOAP UI. Jose Manuel Huerta http://theremedyforit.com/ On Tue, Aug 21, 2012 at 9:47 PM, Ray Palla ray.pa...@insona.com wrote: This suggestion is possibly realistic, however the amount of coding to parse out the Pending time is a vast effort. Any other ideas other than creating a custom form specifically for tracking business time and pending time for every Incident modification? R Quoting patchsk vamsi...@gmail.com: Did you check the incident audit log? You can calculate the amount of time the ticket is in pending status from there. On Tuesday, August 21, 2012 11:04:57 AM UTC-7, Ray Palla wrote: Ladies and Gentlemen; I'm looking for a field or place to grab the Incident Business Time Duration for an ITMS 7.6.04 Incient Module ticket, excluding the time(s) that the ticket is in Pending 'Status'. I've found in the Incident Assignment Log form, the field 'Business Hours Duration (Sec)'. If I do a sum on all assignments related to the Incident Number, I can get the total seconds that the ticket was open. I need to be able to subtract the amount of time that the ticket was in Pending, like the SLM module would use to determine if an SLA was met or missed. I've spent considerable cycles looking for a place to grab the data from a field in SLM, but can't seem to find it. Anyone, have a suggestion for a place to look, or a formula to use to get the desired result into a report??? Thanks; R __**__** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are __**__** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are __**__** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Finding: Incident Business-Time Duration, minus Pending Status time
Do you mean by creating SVT's to track the time? Yes It can be a solution maintaining the product OoTB. IMHO I don't like to use SLM to make measurements that are not really a SLA or OLA. Our users get confused when looking at the measurements for an incident and see all this info. Regards, Jose Manuel Huerta http://theremedyforit.com/ On Tue, Aug 21, 2012 at 9:50 PM, Goodall, Andrew C ago...@jcp.com wrote: SLM can handle this - do you have the SLM module? Regards, Andrew C. Goodall Software Engineer Development Services ago...@jcpenney.com jcpenney 6501 Legacy Drive Plano, TX 75024 jcp.com -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@arslist.org] On Behalf Of Ray Palla Sent: Tuesday, August 21, 2012 2:47 PM To: arslist@arslist.org Subject: Re: Finding: Incident Business-Time Duration, minus Pending Status time This suggestion is possibly realistic, however the amount of coding to parse out the Pending time is a vast effort. Any other ideas other than creating a custom form specifically for tracking business time and pending time for every Incident modification? R Quoting patchsk vamsi...@gmail.com: Did you check the incident audit log? You can calculate the amount of time the ticket is in pending status from there. On Tuesday, August 21, 2012 11:04:57 AM UTC-7, Ray Palla wrote: Ladies and Gentlemen; I'm looking for a field or place to grab the Incident Business Time Duration for an ITMS 7.6.04 Incient Module ticket, excluding the time(s) that the ticket is in Pending 'Status'. I've found in the Incident Assignment Log form, the field 'Business Hours Duration (Sec)'. If I do a sum on all assignments related to the Incident Number, I can get the total seconds that the ticket was open. I need to be able to subtract the amount of time that the ticket was in Pending, like the SLM module would use to determine if an SLA was met or missed. I've spent considerable cycles looking for a place to grab the data from a field in SLM, but can't seem to find it. Anyone, have a suggestion for a place to look, or a formula to use to get the desired result into a report??? Thanks; R ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Finding: Incident Business-Time Duration, minus Pending Status time
Hi, pretty sure that the original question was a way to find out the duration of an Incident without the time spent in pending (not track the time it spent in Pending). As mentioned by Andrew, the SLM module can handle this with the Start/Stop/Exclude parameters. There is nothing OOB that can track this via the Audit Log, etc as they do not track the time spent in Pending. Cheers Carl http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Manuel Huerta Guillén Sent: 21 August 2012 20:56 To: arslist@ARSLIST.ORG Subject: Re: Finding: Incident Business-Time Duration, minus Pending Status time ** Do you mean by creating SVT's to track the time? Yes It can be a solution maintaining the product OoTB. IMHO I don't like to use SLM to make measurements that are not really a SLA or OLA. Our users get confused when looking at the measurements for an incident and see all this info. Regards, Jose Manuel Huerta http://theremedyforit.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
