Re: Status Reason Selection Code

[Karthik]

this needs to be made data driven, many customers prefer adding more values
and we end up doing customizations :(

-Karthik

On 4 October 2012 06:58, Simon Ellis  wrote:

> **
>
> There’s an RFE (SW00291675) logged with BMC to make this a data driven
> process which is suppose to illuminate the need to do this… might be worth
> checking it out.
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Ahmed Sauga
> *Sent:* Wednesday, 3 October 2012 9:30 a.m.
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Status Reason Selection Code
>
> ** **
>
> ** Hello Everyone.
>
>
> Having an issue customizing the status reason. I am adding additional
> values to it on the HPD:Help Desk Form.
>
> I have added the values in status_reason_hideen field.
> I have added the values to the SYS:Status Reason Menu Item.
>
> However, the Selection code on SYS:Status Reason Menu Item has been greyed
> out and  blank; i cannot modify it. When i save the new value in this form,
> it also does not generate automatically.
>
> I recently made the same change to WOI:WorkOrder and it worked as expected.
>
> Why is the selection code greyed out?
>
> Any assistance would be appreciated.
> _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: Status Reason Selection Code

[Simon Ellis]

There's an RFE (SW00291675) logged with BMC to make this a data driven process 
which is suppose to illuminate the need to do this... might be worth checking 
it out.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ahmed Sauga
Sent: Wednesday, 3 October 2012 9:30 a.m.
To: arslist@ARSLIST.ORG
Subject: Status Reason Selection Code

** Hello Everyone.

Having an issue customizing the status reason. I am adding additional values to 
it on the HPD:Help Desk Form.

I have added the values in status_reason_hideen field.
I have added the values to the SYS:Status Reason Menu Item.

However, the Selection code on SYS:Status Reason Menu Item has been greyed out 
and  blank; i cannot modify it. When i save the new value in this form, it also 
does not generate automatically.

I recently made the same change to WOI:WorkOrder and it worked as expected.

Why is the selection code greyed out?

Any assistance would be appreciated.
_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: CMDB

[Simon Ellis]

Why not run a recon job to copy the CI's across...

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris
Sent: Thursday, 4 October 2012 5:25 a.m.
To: arslist@ARSLIST.ORG
Subject: CMDB

**
Hi,

I have assets in the BMC.ADDM that contained total about 400,000 CIs including 
relationships that was propogated to different tables.  We are using Impact 
Model Designer and need to build a service model.  To create the service model, 
the user needs access to the components that are in the BMC.ADDM dataset.  With 
Impact Model Designer, the user has to create the model in their sandbox. 
Unfortunately, we do not have a standard naming convention for components so I 
cannot just copy specific CIs.  If I copy all of the data from the BMC.ADDM 
dataset into the user's sandbox - will this cause in problems?  (outside of the 
fact that we have duplicate CIs in another dataset?
_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"

Multi-Tenant Approval Signature Escalations

[Pierson, Shawn]

Good afternoon,

I have an unusual request that I am working through, and hope that someone here 
has an idea that may work to implement different signature escalations on 
different approvals within the same process.

Basically, we have two different Change Management processes in ITSM 7.6.4.  To 
facilitate this, I have created different records in:

-  Support Groups under "fake" Companies that just hold Support Groups

-  Approval Process Configuration

-  Process Flow Configuration

-  Approval Mappings

Despite those being different, I am mostly using the out of the box Approval 
Process Definitions.  So for example, between both divergent company processes, 
the auditors can always see that both sides of the company completed their 
approvals in the "Change Level - Implementation" phase.  A request has been 
made to allow one of the companies to do signature escalations for specific 
approval mappings.

In this example, for the Change Level - Implementation phase, we are being 
asked to provide the capability for two different Approval Mappings:

1.   Business Owner (a manager on the business side, usually mapped based 
on of a Product Name or a Service.)  The Change Request should sit in a pending 
approval status until this individual or an alternate approves it.

2.   I.T. Infrastructure Approvals, which begin with the Change Manager, 
which then escalates to the infrastructure director after two hours, which then 
updates to the CIO over this side of the organization after an additional two 
hours, which then updates to a Support Group featuring all I.T. Management 
within that support organization after one hour, at which point when the full 
time is up, the Change Request is automatically approved.

The two main issues I have are:

1.   I don't see any way to set up the Approval Process Definitions to 
escalate differently in a multi-tenant manner.  It looks like I need to set up 
a different Approval Process Definition similar to the Change Level - 
Implementation one, but trigger it from a different Approval Process 
Configuration.

2.   I don't see any way to be able to escalate approvals up a chain like 
this, only to send notifications or do an automatic approval.  What I think may 
be the best solution for this is to simply set the I.T. Management group (or a 
subset of it in a new Support Group) in the Approval Mapping, which notifies 
all of them and gives them all an opportunity to approve, but then notifies the 
director and CIO unnecessarily.  I'm not sure if there's some way to use the 
Level field on the Approver Mappings to build separate mappings for the 
Escalation, but I don't see how this would work conceptually.


Thanks in advance just for reading this message.  If you have any suggestions 
other than building a custom app, they would be greatly appreciated.


Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer


Private and confidential as detailed here: 
http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the 
link, please e-mail sender.

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

WWRUG12 - preconference sessions

[A Dave Shellman]

Phil has told you about the great break out sessions that are scheduled 
formWWRUG12.

We are also have a few great preconference sessions.  These are three hour 
sessions put on by some of our vendors

We have the following scheduled for Monday:
  BMC Analytics for BSM User - Lenny Warren, Rapid Technologies
  Gathering Requirements for your BMC Service Request Catalog - Paul 
Buffington, Effective Technologies
   RRR License Review on YOUR System - Misi Mladoniczky RRR Scandinavia AB
   BMC Analytics for BSM Adminster - Lenny Warren, Rapid Technologies
   RRR Log Performance Health Check on YOUR System - Misi Mladoniczky RRR 
Scandinavia AB

Dave Shellman
Office Manager
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"

RESOLVED RE: ADDM to CMDB

[Kathy Morris]

Thanks everyone.

The solution was to check the permission on the account.  

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Wednesday, October 03, 2012 9:21 AM
To: arslist@ARSLIST.ORG
Subject: Re: ADDM to CMDB

 

** 

First, I would double check that the ADDM user has Asset Admin permissions.
If so, I would look at BMC.CORE.CONFIG:BMC_Dataset_ and ensure that Asset
Admin is listed in the CMDBRowLevelSecurity and possibly the
CMDBWriteSecurity fields if adding it to the first doesn't solve it.

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Energy Transfer

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris
Sent: Tuesday, October 02, 2012 3:04 PM
To: arslist@ARSLIST.ORG
Subject: ADDM to CMDB

 

** 

Hi,

 

We are trying to synch ADDM 8.2 into the CMDB 7.6.4.

We created the BMC.ADDM dataset, added the CMDB server to the /etc/hosts
file and restarted the services.

The test connect from ADDM to the CMDB fails.

Error displays:  32 VM for an atrium connection.  The connection test
failed.  Dataset not found.

 

The dataset BMC.ADDM is the configured dataset and shows in the CMDB dataset
tables.

Does anyone know what is causing this connection from ADDM to the CMDB to
fail?

 

 

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

Private and confidential as detailed here
 . If you cannot access
hyperlink, please e-mail sender. 

_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: Username Token authentication method

[Karthik]

its possible. I have done that before. you just need to map the username
and password fields in the mapping. It works just fine. Have you tried and
faced some problem?

-Karthik

On 3 October 2012 21:30, Team Remedy  wrote:

> Hi,
>
> Is it possible consuming a web service with Username Token authentication
> method from BMC Remedy Administrator 7.1 (ARServer 7.1) through a filter
> with a set field action?
>
> In the guide 69394.pdf (Integrating with Plug-ins and
> Third-Party Products) there isn't reference at this method.
>
> Any help anyone can give me would be greatly appreciated.
>
> Thanks
>
> David
>
>
> ___
> 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"

CMDB

[Kathy Morris]

Hi,

 

I have assets in the BMC.ADDM that contained total about 400,000 CIs
including relationships that was propogated to different tables.  We are
using Impact Model Designer and need to build a service model.  To create
the service model, the user needs access to the components that are in the
BMC.ADDM dataset.  With Impact Model Designer, the user has to create the
model in their sandbox. Unfortunately, we do not have a standard naming
convention for components so I cannot just copy specific CIs.  If I copy all
of the data from the BMC.ADDM dataset into the user's sandbox - will this
cause in problems?  (outside of the fact that we have duplicate CIs in
another dataset? 


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

Re: Support of multiple LDAP domains for Analytics & Dashboards

[Pierson, Shawn]

If you have a Business Objects Administrator, ask them to work with you on 
setting up SSO that is native to Business Objects.  Our team has it set up, but 
since our Active Directory domains have a trust set up, there's apparently no 
issue with needing multiple LDAP connections.  In any case, this sounds more 
like a Business Objects question than a Remedy one, so you'd probably get a 
better answer by creating an account on BOB and asking there if you are the one 
responsible for your BOXI server:  http://www.forumtopics.com/busobj/index.php 

Thanks,

Shawn Pierson 
Remedy Developer | Energy Transfer

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jamie
Sent: Wednesday, October 03, 2012 8:52 AM
To: arslist@ARSLIST.ORG
Subject: Support of multiple LDAP domains for Analytics & Dashboards

Hello all,

We are in the process of installing Analytics and Dashboards in our environment 
and integrating it in with Remedy ITSM.  Currently, in our Remedy ARS system we 
support 4 different domains through LDAP by having 4 different entries within 
the AREA LDAP Configuration and having a failover timeout.  What we are looking 
to do is to set this same logic up within Analytics and Dashboards by hainvg 
all 4 domains configured to use LDAP to authenticate in.  Does Analytics and 
Dashboards support this functionality or has others implemented this or a 
similar solution?  Looking at the Admin guides, there isn't much help regarding 
multiple domains.

Thanks for your help!

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

Private and confidential as detailed here: 
http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the 
link, please e-mail sender.

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

Username Token authentication method

[Team Remedy]

Hi,

Is it possible consuming a web service with Username Token authentication 
method from BMC Remedy Administrator 7.1 (ARServer 7.1) through a filter with a 
set field action?

In the guide 69394.pdf (Integrating with Plug-ins and
Third-Party Products) there isn't reference at this method.

Any help anyone can give me would be greatly appreciated.

Thanks

David

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

Support of multiple LDAP domains for Analytics & Dashboards

[John Baker]

One would have to be brave to engage with the 270+ page AtriumSSO 8
documentation. It's longer and more scary than a Harry Potter book :) 

And on a more factual note, OpenSSO/AtriumSSO does not remove the need
for duplication of users/groups in each BMC product.

That's why the JSS SSO Plugin has become a key component for BMC's
larger customers who are doing exactly what Jamie requests. :)

Without SSO Plugin, I think BOXI can handle multiple LDAPs. I'm not sure
about Dashboards though.


John

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

Re: LDAP authentication issue

[Danny Kellett]

Fred,

Nice tool. Thanks for the link.

Serouche,

We provide a link to the ldp.exe tool here :
http://www.javasystemsolutions.com/downloads/ldp.exe

It's Microsofts tool we just host it for convenience.

Good luck
Danny

> Serouche,
>
> The Login Name on an Active Directory LDAP search is usually
> sAMAccountName, so in the configuration form "AREA LDAP Configuration" the
> User Search Filter would be sAMAccountName=$\USER$
>
> Make sure in your setup that you should be querying for the login in a
> field called uid.  What Danny said about using Microsoft's LDP tool (as
> part of the Windows Support Tools) or another LDAP tool like the Softerra
> LDAP Browser (http://www.softerra.com/download.htm) is a great
> suggestion.
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Danny Kellett
> Sent: Tuesday, October 02, 2012 5:58 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: LDAP authentication issue
>
> Hi,
>
> Its this line that is the issue:
>
> */  ldap_search_ext("dc=ads,dc=domain,dc=org",
> 2, "uid=testman")
>
> So under that baseDn, the query uid=testman could not be found.
>
> Ask your domain admin to check the baseDn and use something like ldp.exe
> to search for uid=testman.
>
> Kind regards
> Danny
>
>> -Original Message-
>> From: Action Request System discussion list(ARSList)
>> [mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy Maniac
>> Sent: Tuesday, October 02, 2012 3:50 AM
>> To: arslist@ARSLIST.ORG
>> Subject: LDAP authentication issue
>>
>> hi list,
>>
>> could not find any previous post with the following issue.
>> Here is what is in my arplugin.log file
>> ...
>> 1
>>  /* Tue Oct 02 2012 10:40:38.7404 */+VL
>> AREAVerifyLoginCallback  -- user testman
>> 2
>>  /* Tue Oct 02 2012 10:40:38.7407
>> */  AREAVerifyLoginCallback
>> 3
>>  /* Tue Oct 02 2012 10:40:38.7409
>> */  ldap_init("hqdcc1.domain.org", 389)
>> 4
>>  /* Tue Oct 02 2012 10:40:38.7411
>> */  connect timeout previously: -1
>> 5
>>  /* Tue Oct 02 2012 10:40:38.7413
>> */  connect timeout used: 4
>> 6
>>  /* Tue Oct 02 2012 10:40:38.7415
>> */  ldap_simple_bind("CN=xsldapro,OU=Service
>> Accounts,OU=Location,OU=New Structure,DC=ads,DC=domain,DC=org", hidden)
>> 7
>>  /* Tue Oct 02 2012 10:40:38.7445
>> */  After the bind
>> 8
>>  /* Tue Oct 02 2012 10:40:38.7447
>> */  ldap_search_ext("dc=ads,dc=domain,dc=org",
>> 2, "uid=testman")
>> 9
>>  /* Tue Oct 02 2012 10:40:43.4920
>> */  We do not know the user
>> 10
>>  /* Tue Oct 02 2012 10:40:43.4923
>> */  LicenseMask=1 LicenseWrite=2 LicenseFTS=0
>> LicenseReserved1=0 Notification=3 Email= LoginStatus=1
>> ModificationTime=0
>> 11
>>  /* Tue Oct 02 2012 10:40:43.4925
>> */  Groups=
>> 12
>>  /* Tue Oct 02 2012 10:40:43.4927
>> */-VLFAIL
>> ^@
>> ...
>>
>> who is this "We" at line 9?
>> My config settings are based on what the doc says ('authentication
>> chain
>> = 'AREA - ARS', cross ref pass is checked also authenticate
>> unregistered
>> users, RPC port set to 390695)
>> The logs show the bind being done (line 7) but then something "does not
>> know the user" ...
>> any help/tips on what could be wrong is very much appreciated.
>> Regards
>> Serouche
>
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>

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

Re: Support of multiple LDAP domains for Analytics & Dashboards

[andres tamayo]

I'm not an expert but maybe you have to check the Atrium SSO solution
in order to achieve that.

2012/10/3 Jamie :
> Hello all,
>
> We are in the process of installing Analytics and Dashboards in our 
> environment and integrating it in with Remedy ITSM.  Currently, in our Remedy 
> ARS system we support 4 different domains through LDAP by having 4 different 
> entries within the AREA LDAP Configuration and having a failover timeout.  
> What we are looking to do is to set this same logic up within Analytics and 
> Dashboards by hainvg all 4 domains configured to use LDAP to authenticate in. 
>  Does Analytics and Dashboards support this functionality or has others 
> implemented this or a similar solution?  Looking at the Admin guides, there 
> isn't much help regarding multiple domains.
>
> Thanks for your help!
>
> ___
> 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"

Support of multiple LDAP domains for Analytics & Dashboards

[Jamie]

Hello all,

We are in the process of installing Analytics and Dashboards in our environment 
and integrating it in with Remedy ITSM.  Currently, in our Remedy ARS system we 
support 4 different domains through LDAP by having 4 different entries within 
the AREA LDAP Configuration and having a failover timeout.  What we are looking 
to do is to set this same logic up within Analytics and Dashboards by hainvg 
all 4 domains configured to use LDAP to authenticate in.  Does Analytics and 
Dashboards support this functionality or has others implemented this or a 
similar solution?  Looking at the Admin guides, there isn't much help regarding 
multiple domains.

Thanks for your help!

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

Re: Status Reason Selection Code

[ITSM Support]

Hi,

 

This can be achieved as follows.

 

The Selection code cannot be modified later hence it is grayed out. The
status reason selection code is not generated automatically, it has to be
entered manually. Besides this selection code must match with the ID of menu
item in the hidden field "Status_Reason_Hidden".

 

That means, if the custom status reason has got id as 20001 in
"Status_Reason_Hidden" then the value of selection code for that status
reason in the SYS:Status Reason Menu Item must be 20001.

 

When selecting the status, the workflow checks for two things

 

Firstly, status name added to "status reason hidden field" is present in the
form "SYS:Status Reason Menu Item" or not.

 

Secondly the id of the menu item matches with the selection code or not

 

To solve the given issue the entry must be deleted (as selection code cannot
be modified later) a new entry must be created with same name as added in
the "status reason hidden field" and selection code as ID in the "status
reason hidden field".

 

HTH

--

Regards,

Abhilash

 

Vyom Labs Pvt. Ltd.

BSM Solutions & Services || ITIL Consulting & Training

Email:   i...@vyomlabs.com  || Web Site:
 www.vyomlabs.com Follow Vyom Labs
 http://twitter.com/#!/vyomlabs ||

http://www.linkedin.com/company/vyom-labs

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ahmed Sauga
Sent: Wednesday, October 03, 2012 2:00 AM
To: arslist@ARSLIST.ORG
Subject: Status Reason Selection Code

 

** Hello Everyone.

Having an issue customizing the status reason. I am adding additional values
to it on the HPD:Help Desk Form. 

I have added the values in status_reason_hideen field.
I have added the values to the SYS:Status Reason Menu Item.

However, the Selection code on SYS:Status Reason Menu Item has been greyed
out and  blank; i cannot modify it. When i save the new value in this form,
it also does not generate automatically.

I recently made the same change to WOI:WorkOrder and it worked as expected.

Why is the selection code greyed out?

Any assistance would be appreciated.
_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: ADDM to CMDB

[Pierson, Shawn]

First, I would double check that the ADDM user has Asset Admin permissions.  If 
so, I would look at BMC.CORE.CONFIG:BMC_Dataset_ and ensure that Asset Admin is 
listed in the CMDBRowLevelSecurity and possibly the CMDBWriteSecurity fields if 
adding it to the first doesn't solve it.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris
Sent: Tuesday, October 02, 2012 3:04 PM
To: arslist@ARSLIST.ORG
Subject: ADDM to CMDB

**
Hi,

We are trying to synch ADDM 8.2 into the CMDB 7.6.4.
We created the BMC.ADDM dataset, added the CMDB server to the /etc/hosts file 
and restarted the services.
The test connect from ADDM to the CMDB fails.
Error displays:  32 VM for an atrium connection.  The connection test failed.  
Dataset not found.

The dataset BMC.ADDM is the configured dataset and shows in the CMDB dataset 
tables.
Does anyone know what is causing this connection from ADDM to the CMDB to fail?


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

Private and confidential as detailed here: 
http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the 
link, please e-mail sender.

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

Re: Status Reason Selection Code (UNCLASSIFIED)

[Jackson, Sue A Mrs CTR USA ODCSPER]

UNCLASSIFIED
  
I ran into the same problem myself when trying to add an additional value.
 
These are the steps that support told me to use and it worked:
 
 
 
When you get to the SYS:Status Reason Menu for do a search for the
 
"HPD:HelpDesk" under Form Name, The Status value you are looking to add
 
extra values to in the "Character Field Value" field and do a search.
 
 
 
Look over all entries keeping an eye on the Menu Order 1 field and Selection
 
Code filed as these two fields are unique.
 
 
 
Select the last record and press Ctrl + T, all values are copied to a new
 
record where the "Selection Code" and "Menu Order" and now editable.  Change
 
those values to a unique value.
 
 
 
Hope this helps.
 
 
 
V/R,
 
Sue Jackson
UNCLASSIFIED

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

Re: SLM Question

[Shaw, Geri 000]

Thanks all for the help!


Geri Shaw
Process Quality Lead

T   281.584.5052
C   713.256.4485
F   281.584.2525

[cid:image003.png@01CDA13C.92F56D80]

From: patchsk [mailto:vamsi...@gmail.com]
Sent: Wednesday, October 03, 2012 3:41 AM
To: arsl...@googlegroups.com
Cc: arslist@ARSLIST.ORG; arslist@ARSLIST.ORG; Shaw, Geri 000
Subject: Re: SLM Question

I did a little more digging for my own refresh on this topic.
You can't beat arinside documentation tool for these type of questions.
Thanks to Misi for making it readily available for the group.
As the other post mentioned it is indeed coming from Incident Manager 
functional role of the  Support Group(either Assignee Group or Owner Group) 
based on your SLA configuration.

1) HPD Service Target Escalation filter  creating  a notification record with 
flag 'Functional Role' = "Incident Manager"

2)Notification process getting the email id

   Form: Schema: [schema.gif] 
CTM:SupportGroupFunctionalRolePeopleLookUp

Qualification:
'Support Group 
ID'
 = $Support Group 
ID$
 AND 'Functional 
Role'
 = $Functional 
Role$
 AND 'Notification 
Availability'
 = "Yes"



You can validate it from the below workflow.

http://rrr.se/itsmdoc/itsm764arinside/filter/HPD~3aINC~3aNTSVTMgrAssignGrp_888_SetTag.htm

http://rrr.se/itsmdoc/itsm764arinside/filter/HPD~3aINC~3aNTSVTMgrOwnerGrp_890_SetTag.htm
http://rrr.se/itsmdoc/itsm764arinside/filter/HPD~3aINC~3aNotificationGenerator_899_PNPC~60~21.htm
http://rrr.se/itsmdoc/itsm764arinside/schema/NTE~3aSYS-NT%20Process%20Control/fld_303704100.htm


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

Re: BOXI needed for ITSM 8.0, 7.6.04

[David Ferguson]

Hi John,   we support webSSO so yes perhaps!   Also we integrated with
active directory for pass through.

thanks!

On Wed, Oct 3, 2012 at 4:17 AM, John Baker
wrote:

> Yurbi. Very nice. But I spotted a login page - SSO Plugin for Yurbi,
> perhaps?
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>



-- 


  *David A. Ferguson
*Yurbi® - Bring Your Data to Life *
*
Work: 571-354-0515
Fax: 702-974-2704
Email: david.fergu...@5kfish.com
http://www.linkedin.com/in/davferg
http://www.twitter.com/davferg5000

5000fish, Inc. 
2850 W. Horizon Ridge Parkway
Suite 200
Henderson, NV 89052



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

Re: If BMC Remedy had a theme song

[Theo Fondse]

Just found out that a band in South Africa ("Seether") has a song called 
"Remedy" . (These guys are currently on-tour in the US.)

This is especially for those that like post-grunge/alternative/metal genres:

http://www.youtube.com/watch?v=FZLILV18ut8


Best Regards,
Theo

Sent from my Black/Silver Personal Computer 
"Try not to become a person of success, but a person of value." - Albert 
Einstein

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Manuel Huerta Guillén
Sent: 31 August 2012 18:57
To: arslist@ARSLIST.ORG
Subject: Re: If BMC Remedy had a theme song

** Money for nothing!!! AWESOME!!

Jose Manuel Huerta
http://theremedyforit.com/



On Fri, Aug 31, 2012 at 6:51 PM, Howard Richter 
mailto:hbr4...@gmail.com>> wrote:
Money for Nothing - Dire Straits

_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: ADDM to CMDB

[Jiri Pospisil]

Hi,

I am not sure about what the message means, but personally would check the 
following.

Can you ping/access the Remedy server from the ADDM server.
Does the user the CMDB sync is configured with in ADDM have necessary 
privileges in Remedy (you can check by logging to Remedy as that user and 
checking if you can access CMDB and the BMC.ADDM dataset).
Finally, turn on logging on the Remedy server and try to identify what commands 
are issued by ADDM to see where the issue might be.
There are also logs on the ADDM side that might shed some light.

Hope the above helps.

Jiri Pospisil

Remedy Specialist, IT Production
[cid:image001.jpg@01CDA14C.E4854CA0]
[cid:image002.gif@01CDA14C.E4854CA0]




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris
Sent: 02 October 2012 21:04
To: arslist@ARSLIST.ORG
Subject: ADDM to CMDB

**
Hi,

We are trying to synch ADDM 8.2 into the CMDB 7.6.4.
We created the BMC.ADDM dataset, added the CMDB server to the /etc/hosts file 
and restarted the services.
The test connect from ADDM to the CMDB fails.
Error displays:  32 VM for an atrium connection.  The connection test failed.  
Dataset not found.

The dataset BMC.ADDM is the configured dataset and shows in the CMDB dataset 
tables.
Does anyone know what is causing this connection from ADDM to the CMDB to fail?


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


A copy of the LCH.Clearnet e-mail disclaimer can be found at: 
www.lchclearnet.com/disclaimer/email  

LCH.Clearnet Limited, Registered Office: Aldgate House, 33 Aldgate High Street, 
London EC3N 1EA. 
Recognised as a Clearing House under the Financial Services & Markets Act 2000. 
Reg in England No.25932.
LCH.Clearnet SA, Siège Social, 18 rue du Quatre Septembre, 75002 Paris, Chambre 
de Compensation conformément au Code Monétaire et Financier.

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

Re: SLM Question

[patchsk]

I did a little more digging for my own refresh on this topic.
You can't beat arinside documentation tool for these type of questions.
Thanks to Misi for making it readily available for the group.
As the other post mentioned it is indeed coming from Incident Manager 
functional role of the  Support Group(either Assignee Group or Owner Group) 
based on your SLA configuration.

1) HPD Service Target Escalation filter  creating  a notification record 
with flag 'Functional Role' = "Incident Manager"

2)Notification process getting the email id 

   Form: Schema: [image: schema.gif]
CTM:SupportGroupFunctionalRolePeopleLookUp

Qualification:  
'Support Group 
ID'
 
= $Support Group 
ID$
 
AND 'Functional 
Role'
 
= $Functional 
Role$
 
AND 'Notification 
Availability'
 
= "Yes"


You can validate it from the below workflow.

http://rrr.se/itsmdoc/itsm764arinside/filter/HPD~3aINC~3aNTSVTMgrAssignGrp_888_SetTag.htm

http://rrr.se/itsmdoc/itsm764arinside/filter/HPD~3aINC~3aNTSVTMgrOwnerGrp_890_SetTag.htm
http://rrr.se/itsmdoc/itsm764arinside/filter/HPD~3aINC~3aNotificationGenerator_899_PNPC~60~21.htm
http://rrr.se/itsmdoc/itsm764arinside/schema/NTE~3aSYS-NT%20Process%20Control/fld_303704100.htm



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

Re: Which Flashboard Variables Are Collecting Data

[Jose Manuel Huerta Guillén]

Open the form FB:Variable. Here you must check the variables that are
enable and are collecting history or summary info.

Since it is a vendor form, you can't do complex searches. So I recommend
you to search only for enabled variables and make a simple report
indicating the content of Collect History, Collect Sumari and Variable Name
fields. You can also list other values if you want like the periodicity,
etc.

You can also check the FB:History, to see the latest measures and to
confirm how many measures have been created for a variable during the last
week (and estimate the database space). The relationship between
FB:Variable and FB:History is the Variable System ID.

FB:History is stored at the database, but FB: Variable don't (it's a vendor
form).

Regards,


Jose Manuel Huerta
http://theremedyforit.com/




On Tue, Oct 2, 2012 at 8:56 PM, Cecil, Ken  wrote:

> ny hints are welcome.

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

BOXI needed for ITSM 8.0, 7.6.04

[John Baker]

Yurbi. Very nice. But I spotted a login page - SSO Plugin for Yurbi,
perhaps?

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

Re: BOXI needed for ITSM 8.0, 7.6.04

[patchsk]

I agree on your findings.
In my previous organization we had Analytics and Dashboards.
No matter how many OOTB reports or Dashboards that BMC has provided, our 
users always found something that is missing in OOTB reports.
Something that is important for their day to day tasks.
 May be it is a new field, formatting or grouping etc...
The actual OOTB reports usage as it is  less than 5%.
But OOTB reports will tell you what is possible by web reporting, 
analytics, dashboards as a product.
Most of the times we end up creating our own reports some times completely 
new and sometimes build upon an existing OOTB report.



On Tuesday, October 2, 2012 2:00:37 PM UTC-7, Jason Miller wrote:
>
> ** My customers and I agree the CR reports were a bit underwhelming and 
> probably would not be used much.  I was asked by the CM work group to show 
> the out of the box reports and there was disappointment that only a few of 
> the reports would be useful (both CR and web).  The group's thought was BMC 
> would certainly included some out of the box reports that support ITIL best 
> practices.  We only looked at the CM reports so maybe the other areas are 
> better?
>
> Does it seem that customers need a wide variety of reports based on their 
> environment/business?  I wonder if that is why the reports were 
> underutilized?
>
> Following my customer's train of thought do we need to use 
> BMC Analytics to the best practice reports "out of the box?"
>
> Maybe it is time to submit a new 
> Idea
>  to 
> provide best practice reports out of the box with ITSM?  :)
>
> Jason
>
> On Tue, Oct 2, 2012 at 12:28 PM, Easter, David 
> > wrote:
>
>> ** 
>>
>> The Crystal reports are the legacy Crystal based reports that were 
>> delivered in 7.5.01.   They were included as an option in 7.6.04 as a 
>> courtesy/convenience to customers that wanted to continue using 
>> BOXI/Crystal Enterprise integration with the Mid-Tier.   Web Reporting 
>> based reports are obviously the path that OOTB reports will follow in the 
>> future.
>>
>> ** **
>>
>> Many of the reports were converted from 7.5.01 Crystal based reports to 
>> 7.6.0x web reports, but not all.  Some of the legacy reports were found to 
>> be underutilized by customers and thus were not converted.  
>>
>> ** **
>>
>> -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.
>>
>> ** **
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> ars...@arslist.org ] *On Behalf Of *Jason Miller
>> *Sent:* Tuesday, October 02, 2012 12:09 PM
>> *To:* ars...@arslist.org 
>> *Subject:* Re: BOXI needed for ITSM 8.0, 7.6.04
>>
>> ** **
>>
>> ** There is the option while installing to import the CR reports as 
>> well.  My guess is many customers have both the web and Crystal Reports.*
>> ***
>>
>> ** **
>>
>> This is a screen print from a fresh install of ITSM 7.6.04.  Notice how 
>> the majority of the CM reports are Crystal.  I hope many of there were 
>> converted in 8.0.
>>
>> ** **
>>
>> [image: Inline image 1]
>>
>> ** **
>>
>> Jason
>>
>> ** **
>>
>> On Tue, Oct 2, 2012 at 10:03 AM, Easter, David 
>> > 
>> wrote:
>>
>> ** 
>>
>> Hi Drew,
>>
>>  
>>
>>   Your question is a little twisted, so will try to answer and clarify.**
>> **
>>
>>  
>>
>>   ITSM 7.6.03 and higher provided OOTB reports using the web reporting 
>> capability within AR System – not Crystal/BO.  Prior to that, the reports 
>> were Crystal/Business Object based reports.  You can create new basic 
>> reports in AR System 7.6.03 or above using the web reporting capability 
>> built into AR System.  
>>
>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
>>
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 


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

Re: Service Request Entry Error

[Carl Wilson]

Hi,

there are a number of plug-ins that run when you submit and entry, including
one that queries the CMDB for the Business Service or tries to write to the
CMDB if you have the checkbox for creating a Business Process selected.

Check you plug-in configurations and log files to find the error:

 

https://communities.bmc.com/communities/thread/71790?tstart=0

 

Cheers

Carl

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Robert Heverley
Sent: 02 October 2012 20:39
To: arslist@ARSLIST.ORG
Subject: Service Request Entry Error

 

** All,

I need some help.. In our development environment, we started seeing the
following when testing our services:

Message not in catalog; Message number = 120413 : Unknown error occurred
while fetching the business object instance from the data store; Caused by:
ERROR (90): Cannot establish a network connection to the AR System server;
ONC/RPC program not available SERVERNAMEHERE (ARERR 120413) 

Our environment:
ITSM 7.6.04 SP3
AR Server 7.6.04
SQL 2005
Windows 2008

Thanks for the help..!!
Robert
_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"