Re: SRM - Work Order (automatic activation?)
This is not possible through configuration but definitely Yes through a small customization. If the work order is being created from a Work Order template, use of the Type Fields to flag the Work order (Example: Type Field 10 = Auto_Initiate). If not using Work order Template, map the SR Type Field 10 on the SRD with the same value. Create a filter on Work Order that will look at the above flag and move the status to In Progress. Thanks Mahesh Sent from my iPad On Oct 8, 2012, at 8:22 AM, Logan, Kelly kelly.lo...@proquest.com wrote: ** We have a simple request in SRM that we would like to create a Work Order that is active from the beginning. Is this possible without customization? I can assign it automatically of course, but is there something I can configure to have the WO start with a status of “In Progress” so the Tasks are assigned and notifications go out automatically? 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. 2012 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. _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: Random MidTier Error
Hi, ClientCore.js is the 'heart' of Javascript 'scripts' for the web browser and the mid-tier. It's available for several web browsers (for ex. IE, Firefox...etc). You can find those in folder '/arsys/resources/ie/' for example. You can try this way. But make sure that this is the error by use IE 8 and go to developer tools and make sure that the error is Search FocusMgr.WorkflowComplete() 1. Go to MidTier path C:\Program Files\AR System\Mid-Tier\resources\ie\javascript. And backup ClientCore.js file as ClientCore_backup.js. 2. Modify ClientCore.js 3. Search FocusMgr.WorkflowComplete(); in the file, and delete this line, and save the file. 4. Flush cache your mid-tier 5. Try to reproduce the issue HTH -- Regards, Snehal 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 Myers, Scott Sent: Monday, October 08, 2012 11:51 PM To: arslist@ARSLIST.ORG Subject: Random MidTier Error ** Hi all, I'm getting an error in our Remedy 7.6.4 midtier. It appears randomly and then goes away after restarting the midtier server. It happens in the ClientCore.js file. Uncaught TypeError: Cannot call method 'WorkflowComplete' of undefined There is also an error that appears along with this one: Failed to load resource. The missing resource is a file called a99a2af9.js What is that file? Thanks in advance for your help. Scott This email is subject to certain disclaimers, which may be reviewed via the following link. http://compass-usa.com/Pages/Disclaimer.aspx _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: Re-use Login ID in Remedy
Hi, RRR|LoginConv can change Modified-By/Submitter/Status-History.USER/Diary-entries etc from the original login name to something else. It will munch through all records of all forms an do the necessary updates. https://www.rrr.se/cgi/tools/main#rrrLoginConv I don't know how soon the login names will be reused, but one way would be to do one RRR|LoginConv run each month, cycling all retired accounts in one run. 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 said the same thing guys. Let me elaborate a tad. They use a unique id for their company (custom attribute on the People form) that allows internal identification based on their unique identifier attribute, so they clam this will be acceptable when it comes to audits, I also brought up the SarBox issues. What concerns me is that Incidents/Changes/CI's, etc will have last modified by old guy instead of new guy. And... I haven't tried it yet, but I suspect the Data tool isn't going to do the trick as it relates to CI's. By reuse login Id' I was referring to: Ex. Joe Jones leaves the company and has a Remedy login ID of jjones. A new employee is hired, Judy Jones, and she is issued the old login id used for Joe Jones of jjones. So if the new employee Judy Jones logs on as jjones, does she suddenly inherit all the records previously owned/last updated by jjones as the original user of this id? Would she possibly see his Incidents/CI's, etc? I'm still trying to wrap my head around all this so pardon my rambling. :-) I've never had to deal with this issue in the past and wondered how the community handled this request or if anyone had ever had to deal with this issue before. 7.6.04 SP2 Windows Thanks, Jase On Mon, Oct 8, 2012 at 6:08 PM, Tauf Chowdhury taufc...@gmail.com wrote: ** To echo Chris, I hope you don't work for a public company because that has to be against some sort of Sarbanes-Oxley regulation. Sent from my iPhone On Oct 8, 2012, at 4:11 PM, strauss stra...@unt.edu wrote: ** It is an incredibly bad security practice because it destroys any accountability for identity management. It is akin to reusing the social security numbers of deceased persons for newborns (try that analogy on them). We do battle with our PeopleSoft drones over this regularly, but it’s really a problem with them not having a unique index on the table for workforce ids; the LDAP login names almost never get duplicated, and our AD syncs to LDAP for that data. If you ever get a security audit, and they are reusing login ids in AD as a standard practice, your organization will fail the audit (unless the audit is by Arthur Andersen LLP). 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 arslist@ARSLIST.ORG] *On Behalf Of *Jase Brandon *Sent:* Monday, October 08, 2012 2:26 PM *To:* arslist@ARSLIST.ORG *Subject:* Re-use Login ID in Remedy ** Hello All, I have been approached and asked about how we can re-use Login Id' and I've never been asked to do this anywhere else. Of course my initial reply was We shouldn't Do That, but I need more of a justification as the company reuses login ids via AD as a standard. Ive told them Login Id is associated with all things ITSM/CI's. I see this being a recipe for disaster. Can anyone help me out with your thoughts on this one please? Has anyone else done anything like this before? Thanks in Advance, Jase Brandon _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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Getting deadlock issue when querying data directly, from a MSSQL 2008 DB and on 7.6.4 ARserver
Having set Snapshot Isolation Level and Read Committed Snapshot on db , you do NOT need to have Select-Query-Hint: NOLOCK in ar.cfg From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of ravi rai Sent: Monday, October 08, 2012 10:25 PM To: arslist@ARSLIST.ORG Subject: Re: Getting deadlock issue when querying data directly, from a MSSQL 2008 DB and on 7.6.4 ARserver ** Howard, ALLOW_SNAPSHOT_ISOLATION and READ_COMMITTED_SNAPSHOT Turning on these help Read operations retrieve a consistent snapshot of the database. SELECT statements do not lock data during a read operation (readers do not block writers, and vice versa). SELECT statements can access the last committed value of the row, while other transactions update the row without being blocked. Fewer deadlocks and lock escalations occur. Fewer locks required by a transaction occur, which reduces the system overhead required to manage locks. Please refere the below white paper for othet Performance tuning options BMC Remedy AR System Server 7.6- Performance Tuning for Business Service Management Regards Ravi Rai Remedy Consultant HCL-America Date: Mon, 8 Oct 2012 12:44:19 -0400 From: hbr4...@gmail.com Subject: Re: Getting deadlock issue when querying data directly, from a MSSQL 2008 DB and on 7.6.4 ARserver To: arslist@ARSLIST.ORG ** Ravi, We are on SP3 of the ARserver and SP2 of ITSM. I have asked my DB to look at the two snapshot values you talked about. By the way what should they be to prevent this type of issue. Thanks again and take care, Howard Sent from one of Howard's iPads On Oct 8, 2012, at 11:29 AM, ravi rai ravira...@hotmail.commailto:ravira...@hotmail.com wrote: ** Howard Which SP you are on 7604 Overview console 7604 default installation is single threaded causing perfomance issues. BMC has a hot fix for this. Also check SNAPSHOT ISOLATION and READ COMMIT SNAPSHOT value on DB Side Regards Ravi Rai Date: Mon, 8 Oct 2012 10:51:59 -0400 From: howard.rich...@coxinc.commailto:howard.rich...@coxinc.com Subject: Getting deadlock issue when querying data directly, from a MSSQL 2008 DB and on 7.6.4 ARserver To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG ** Good morning, afternoon and evening all, Before we upgraded to 7.6.4 (ITSM and Arserver) we were on 7.5.6 and ITSM 7.6.1, and was able to query the MSSQL 2005 database directly, to pull some reporting data back. Since upgrading to 7.6.4 (ITSM and ARserver) and going to MSSQL 2008, when our user load is high we are getting deadlock issue when querying data directly. When the user load is low (like 3am) we have no issues. Any ideas? Take care, Howard image001.gifhttp://www.coxenterprises.com/ Howard Richter, Remedy Administrator 6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524 Email = howard.rich...@coxinc.commailto:howard.rich...@coxinc.com Office = 678.645.4633, Cell = 404.226.2745 Cox Innovation Agent (CIA) image002.pngimage003.pnghttp://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Lg.pngimage004.pnghttp://innovation.coxenterprises.com/ideas/Badge%20Library/Badge50-Lg.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.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.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: Re-use Login ID in Remedy
UNSUBscrive From: Misi Mladoniczky m...@rrr.se To: arslist@ARSLIST.ORG Sent: Tuesday, October 9, 2012 1:57 PM Subject: Re: Re-use Login ID in Remedy Hi, RRR|LoginConv can change Modified-By/Submitter/Status-History.USER/Diary-entries etc from the original login name to something else. It will munch through all records of all forms an do the necessary updates. https://www.rrr.se/cgi/tools/main#rrrLoginConv I don't know how soon the login names will be reused, but one way would be to do one RRR|LoginConv run each month, cycling all retired accounts in one run. 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 said the same thing guys. Let me elaborate a tad. They use a unique id for their company (custom attribute on the People form) that allows internal identification based on their unique identifier attribute, so they clam this will be acceptable when it comes to audits, I also brought up the SarBox issues. What concerns me is that Incidents/Changes/CI's, etc will have last modified by old guy instead of new guy. And... I haven't tried it yet, but I suspect the Data tool isn't going to do the trick as it relates to CI's. By reuse login Id' I was referring to: Ex. Joe Jones leaves the company and has a Remedy login ID of jjones. A new employee is hired, Judy Jones, and she is issued the old login id used for Joe Jones of jjones. So if the new employee Judy Jones logs on as jjones, does she suddenly inherit all the records previously owned/last updated by jjones as the original user of this id? Would she possibly see his Incidents/CI's, etc? I'm still trying to wrap my head around all this so pardon my rambling. :-) I've never had to deal with this issue in the past and wondered how the community handled this request or if anyone had ever had to deal with this issue before. 7.6.04 SP2 Windows Thanks, Jase On Mon, Oct 8, 2012 at 6:08 PM, Tauf Chowdhury taufc...@gmail.com wrote: ** To echo Chris, I hope you don't work for a public company because that has to be against some sort of Sarbanes-Oxley regulation. Sent from my iPhone On Oct 8, 2012, at 4:11 PM, strauss stra...@unt.edu wrote: ** It is an incredibly bad security practice because it destroys any accountability for identity management. It is akin to reusing the social security numbers of deceased persons for newborns (try that analogy on them). We do battle with our PeopleSoft drones over this regularly, but it’s really a problem with them not having a unique index on the table for workforce ids; the LDAP login names almost never get duplicated, and our AD syncs to LDAP for that data. If you ever get a security audit, and they are reusing login ids in AD as a standard practice, your organization will fail the audit (unless the audit is by Arthur Andersen LLP). 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 arslist@ARSLIST.ORG] *On Behalf Of *Jase Brandon *Sent:* Monday, October 08, 2012 2:26 PM *To:* arslist@ARSLIST.ORG *Subject:* Re-use Login ID in Remedy ** Hello All, I have been approached and asked about how we can re-use Login Id' and I've never been asked to do this anywhere else. Of course my initial reply was We shouldn't Do That, but I need more of a justification as the company reuses login ids via AD as a standard. Ive told them Login Id is associated with all things ITSM/CI's. I see this being a recipe for disaster. Can anyone help me out with your thoughts on this one please? Has anyone else done anything like this before? Thanks in Advance, Jase Brandon _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 ___ 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: [EXTERNAL] Re: Re-use Login ID in Remedy
To answer your this specific question: So if the new employee Judy Jones logs on as jjones, does she suddenly inherit all the records previously owned/last updated by jjones as the original user of this id? Would she possibly see his Incidents/CI's, etc? Yes, Judy Jones (new user) will inherit all the records previously owned/last updated by Joe Jones , she would see all records and ownership of those records which were worked by Joe Jones. Reason: remedy application does not recognize whether user is new or old, as soon as it finds valid record in User form it does get authenticated and as soon as it finds valid record in CTM: People form it gives all permissions and licenses accordingly. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jase Brandon Sent: Monday, October 08, 2012 4:49 PM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] Re: Re-use Login ID in Remedy ** I said the same thing guys. Let me elaborate a tad. They use a unique id for their company (custom attribute on the People form) that allows internal identification based on their unique identifier attribute, so they clam this will be acceptable when it comes to audits, I also brought up the SarBox issues. What concerns me is that Incidents/Changes/CI's, etc will have last modified by old guy instead of new guy. And... I haven't tried it yet, but I suspect the Data tool isn't going to do the trick as it relates to CI's. By reuse login Id' I was referring to: Ex. Joe Jones leaves the company and has a Remedy login ID of jjones. A new employee is hired, Judy Jones, and she is issued the old login id used for Joe Jones of jjones. So if the new employee Judy Jones logs on as jjones, does she suddenly inherit all the records previously owned/last updated by jjones as the original user of this id? Would she possibly see his Incidents/CI's, etc? I'm still trying to wrap my head around all this so pardon my rambling. :-) I've never had to deal with this issue in the past and wondered how the community handled this request or if anyone had ever had to deal with this issue before. 7.6.04 SP2 Windows Thanks, Jase On Mon, Oct 8, 2012 at 6:08 PM, Tauf Chowdhury taufc...@gmail.commailto:taufc...@gmail.com wrote: ** To echo Chris, I hope you don't work for a public company because that has to be against some sort of Sarbanes-Oxley regulation. Sent from my iPhone On Oct 8, 2012, at 4:11 PM, strauss stra...@unt.edumailto:stra...@unt.edu wrote: ** It is an incredibly bad security practice because it destroys any accountability for identity management. It is akin to reusing the social security numbers of deceased persons for newborns (try that analogy on them). We do battle with our PeopleSoft drones over this regularly, but it's really a problem with them not having a unique index on the table for workforce ids; the LDAP login names almost never get duplicated, and our AD syncs to LDAP for that data. If you ever get a security audit, and they are reusing login ids in AD as a standard practice, your organization will fail the audit (unless the audit is by Arthur Andersen LLP). 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 Jase Brandon Sent: Monday, October 08, 2012 2:26 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re-use Login ID in Remedy ** Hello All, I have been approached and asked about how we can re-use Login Id' and I've never been asked to do this anywhere else. Of course my initial reply was We shouldn't Do That, but I need more of a justification as the company reuses login ids via AD as a standard. Ive told them Login Id is associated with all things ITSM/CI's. I see this being a recipe for disaster. Can anyone help me out with your thoughts on this one please? Has anyone else done anything like this before? Thanks in Advance, Jase Brandon _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://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
Getting error when running installer 7.6.04 sp3 on HP UX Itanium via Xmanager
Dear List, When I am trying to run installer of AR Server 7.6.04 SP3 / Disk1/InstData/VM/ setup.bin on my HP-UX box, getting following error via Xmanager. Launching installer... Error: Could not find libjava.sl Error: Could not find Java 2 Rune Time Environment. And then prompt comes... Can anybody help me out here. Many Thanks. My OS: HP-UX B.11.31 Installer:ARSuiteKit_midtierWar_7604SP3_HpuxItanium.tar -- Sandeep Pandey Remedy Developer ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Upgrade process for HP-UX Cluster environment
Dear List, Can anyone suggests me before upgrading AR Server from 7.1 p11 to 7.6.04 sp3? We have HP-UX cluster environment and having two remedy application node with virtual host. So while proceeding for the up gradation what should be the sequence to proceed? In which application node we should upgrade first in clustered environment of HP-UX? Is any KB available for the same or any suggestion very much appreciable. Many Thanks. -- Sandeep Pandey Remedy Developer ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Upgrade process for HP-UX Cluster environment
As long as they are two separate boxes sharing two separate databases , you just need to upgrade any one server and make sure other server remains for end user's availability. Then put other server for upgrade and make first (upgraded ) server for users availability. Note: with all prior backup of databases and ARS server file system. Upgrade Order: AR Server and its platform components (like approval/assignment engine , flashboard, AREA LDAP etc) CMDB ITSM And so on. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sandeep Pandey Sent: Tuesday, October 09, 2012 6:25 PM To: arslist@ARSLIST.ORG Subject: Upgrade process for HP-UX Cluster environment ** Dear List, Can anyone suggests me before upgrading AR Server from 7.1 p11 to 7.6.04 sp3? We have HP-UX cluster environment and having two remedy application node with virtual host. So while proceeding for the up gradation what should be the sequence to proceed? In which application node we should upgrade first in clustered environment of HP-UX? Is any KB available for the same or any suggestion very much appreciable. Many Thanks. -- Sandeep Pandey Remedy Developer _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: SRM - Work Order (automatic activation?)
I like that idea, Mahesh – I would have thought of pushing from the service request (maybe through the PDT) to a temporary field, but using a Type field does give one the ability to control this through the Work Order Template, which can be changed anytime, than through the trickier PDT. Thanks! Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GEMS 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. 2012 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. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mahesh Chandra Sent: Tuesday, October 09, 2012 2:25 AM To: arslist@ARSLIST.ORG Subject: Re: SRM - Work Order (automatic activation?) ** This is not possible through configuration but definitely Yes through a small customization. If the work order is being created from a Work Order template, use of the Type Fields to flag the Work order (Example: Type Field 10 = Auto_Initiate). If not using Work order Template, map the SR Type Field 10 on the SRD with the same value. Create a filter on Work Order that will look at the above flag and move the status to In Progress. Thanks Mahesh Sent from my iPad On Oct 8, 2012, at 8:22 AM, Logan, Kelly kelly.lo...@proquest.commailto:kelly.lo...@proquest.com wrote: ** We have a simple request in SRM that we would like to create a Work Order that is active from the beginning. Is this possible without customization? I can assign it automatically of course, but is there something I can configure to have the WO start with a status of “In Progress” so the Tasks are assigned and notifications go out automatically? 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. 2012 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. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Non-working escalations
Hi listers, This morning I had a very strange issue. I received some incidents regarding Remedy that were related with non-working escalations. I switched on the escalation log and see that no escalation fired. The log only contained verification lines. And the most strange of all, the counters of escalation was reloaded for all escalation that were to trigger, but without triggering. For instance I have an escalation that fires each minute. So when checked the log I saw lines with 30 seconds left, 29 seconds left, 1 second left and the next one 60 seconds left. That means that the clock started again, but without executing the escalation. I couldn't see the SQL that normally checks the qualification. And that happened for all escalations. So I press the panic button: restart the server. After restarting all was working again. But I wonder if any of you has suffered anything similar. ARS version 7.5.007 Windows 2003 64 bits Oracle RAC 11G 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
Pending Start and End Time Fields
Team, I need to discover the ticket (Pending Status) pending start time and pending end time info.Which form and field is capturing this info. Can you please kindly advice the same. I am waiting for your speedy response. Regards, Suresh Loganathan ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
ServerGroupControler error
Hi, Our arrecond.log file is filled with these errors. Even when we are not running reconciliation jobs, the errors happen daily. To me, this looks like a problem (or am I over-reacting J ). Our servers are in a server group. I spoke with our SA and he has no idea what is causing it. Has anyone ever seen this before? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are image001.png
Re: Pending Start and End Time Fields
Suresh, Based on discussions I have seen on this topic in the past, I don't think the information you are looking for is currently being captured, so it would be a customization to capture it. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Suresh Loganathan Sent: Tuesday, October 09, 2012 8:41 AM To: arslist@ARSLIST.ORG Subject: Pending Start and End Time Fields ** Team, I need to discover the ticket (Pending Status) pending start time and pending end time info.Which form and field is capturing this info. Can you please kindly advice the same. I am waiting for your speedy response. Regards, Suresh Loganathan _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: Data Management Tool in version 8 replaced by Atrium Integrator
Hi, the documentation is now on the BMC wiki (docs.bmc.com). To be honest it is not that straight forward to understand as it is all over the place in terms of structure. A couple of points: - You need to specify a UNC based directory for the tool to be able to do the conversion on the spreadsheets. This cannot use localhost in the path and must be in the UNC format. Can be a pain to setup on Windows. Sharing a directory and giving permissions is the easiest I have found to get working. You can then use something along the lines of \\win-atmsk2nqp0b\c\DataLoad\ - set from Application Administration Foundation Advanced Options System Configuration Settings - System Settings. Ensure the correct permissions for writing to this directory as the tool will create directories and files on the fly. - Spreadsheet Management (Data Management). Here you can download the spreadsheets for population, as well as upload completed spreadsheets for use in the Jobs. You Copy to New the spreadsheets from the normal space (BMC Template) to a user space (Users Data), which then becomes selectable in the Jobs Load Activity setup. I suggest you do this one spreadsheet at a time until you are familiar with setting up and configuring jobs. Try not to overwrite the BMC Templates You can update the Copied spreadsheets when making changes (Users Data), updates will then be re-selectable in the Job steps. - Jobs Console. There are 2 parts to setting up a job to load in data. You first create a job (basic information), then you associate a pre-defined activity (Template) to that job (Steps Create Using BMC Templates Select the Template). When you associate a pre-defined template (all the Data Loads are BMC Templates pre-defined) you can then open the Load activity and either select the uploaded spreadsheet (as in the point above - lives in the Users Data) or directly load a spreadsheet into the attachment field. Once this is done (saved), you save the job and set the status to Built. This will then allow you to run the job (enable the run options) and view the status of the various activities. - There is a couple of places errors will be pushed to. Data Load errors will generate a zip file with the issues encountered (usually Excel data conversions i.e. numbers need to be stored as text, not numbers) and will be found when you open the Load Step in the job. Other errors such as validation, etc can be seen from the Error Management link (Data Management Job Console Other Functions Error Management). That should get you started, the Wiki has any troubleshooting steps or additional information for setup and execution. Cheers Carl http://www.missingpiecessoftware.com/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jiri Pospisil Sent: 08 October 2012 12:20 To: arslist@ARSLIST.ORG Subject: Data Management Tool in version 8 replaced by Atrium Integrator Hi all, It appears that in version 8 the data management tool has been replaced by the Atrium Integrator. I am trying to find any documentation on how to use it for foundation data load or updates, but so far with not much luck. Hop it is just me. Can anybody point me in the right direction, i.e. documentation describing how to use the Atrium Integrator to run the pre-defined transformations for loading foundation data. Thanks Jiri Pospisil 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Pending Start and End Time Fields
Longwing, Thanks for swift response. Some forms are capturing this info in OOB. 1. I need to discover Pending start and end time or 2. Overall Pending time info Regards, Suresh Loganathan. On Tue, Oct 9, 2012 at 8:31 PM, Longwing, LJ CTR MDA/IC lj.longwing@mda.mil wrote: Suresh, Based on discussions I have seen on this topic in the past, I don't think the information you are looking for is currently being captured, so it would be a customization to capture it. -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Suresh Loganathan Sent: Tuesday, October 09, 2012 8:41 AM To: arslist@ARSLIST.ORG Subject: Pending Start and End Time Fields ** Team, I need to discover the ticket (Pending Status) pending start time and pending end time info.Which form and field is capturing this info. Can you please kindly advice the same. I am waiting for your speedy response. Regards, Suresh Loganathan _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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Data Management Tool in version 8 replaced by Atrium Integrator
Carl, Thanks for the detailed description of the process. Managed to figure most of it, but pointer to how to troubleshoot will definitely be useful as I am at the moment stuck with the Load step In Progress and nothing else happening (using BMC People template). Checked the arcarte.log file on the server and it reported the job as started and completed with no errors within a couple of seconds, but the step still sits in the In Progress status and there appears no way to move it forward. Same with the job directory where it did not report any errors. Regards Jiri -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson Sent: 09 October 2012 16:12 To: arslist@ARSLIST.ORG Subject: Re: Data Management Tool in version 8 replaced by Atrium Integrator Hi, the documentation is now on the BMC wiki (docs.bmc.com). To be honest it is not that straight forward to understand as it is all over the place in terms of structure. A couple of points: - You need to specify a UNC based directory for the tool to be able to do the conversion on the spreadsheets. This cannot use localhost in the path and must be in the UNC format. Can be a pain to setup on Windows. Sharing a directory and giving permissions is the easiest I have found to get working. You can then use something along the lines of \\win-atmsk2nqp0b\c\DataLoad\ - set from Application Administration Foundation Advanced Options System Configuration Settings - System Settings. Ensure the correct permissions for writing to this directory as the tool will create directories and files on the fly. - Spreadsheet Management (Data Management). Here you can download the spreadsheets for population, as well as upload completed spreadsheets for use in the Jobs. You Copy to New the spreadsheets from the normal space (BMC Template) to a user space (Users Data), which then becomes selectable in the Jobs Load Activity setup. I suggest you do this one spreadsheet at a time until you are familiar with setting up and configuring jobs. Try not to overwrite the BMC Templates You can update the Copied spreadsheets when making changes (Users Data), updates will then be re-selectable in the Job steps. - Jobs Console. There are 2 parts to setting up a job to load in data. You first create a job (basic information), then you associate a pre-defined activity (Template) to that job (Steps Create Using BMC Templates Select the Template). When you associate a pre-defined template (all the Data Loads are BMC Templates pre-defined) you can then open the Load activity and either select the uploaded spreadsheet (as in the point above - lives in the Users Data) or directly load a spreadsheet into the attachment field. Once this is done (saved), you save the job and set the status to Built. This will then allow you to run the job (enable the run options) and view the status of the various activities. - There is a couple of places errors will be pushed to. Data Load errors will generate a zip file with the issues encountered (usually Excel data conversions i.e. numbers need to be stored as text, not numbers) and will be found when you open the Load Step in the job. Other errors such as validation, etc can be seen from the Error Management link (Data Management Job Console Other Functions Error Management). That should get you started, the Wiki has any troubleshooting steps or additional information for setup and execution. Cheers Carl http://www.missingpiecessoftware.com/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jiri Pospisil Sent: 08 October 2012 12:20 To: arslist@ARSLIST.ORG Subject: Data Management Tool in version 8 replaced by Atrium Integrator Hi all, It appears that in version 8 the data management tool has been replaced by the Atrium Integrator. I am trying to find any documentation on how to use it for foundation data load or updates, but so far with not much luck. Hop it is just me. Can anybody point me in the right direction, i.e. documentation describing how to use the Atrium Integrator to run the pre-defined transformations for loading foundation data. Thanks Jiri Pospisil 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: Pending Start and End Time Fields
This is just something we did a couple of days ago for one of our client. What you need is a back end form and 2 filters. Filter 1 will fire on status change to pending which marks the start of the pending state and makes an entry in the backend form. Now filter 2 will fire on status change from pending to anything else which marks the end of the pending state and updates the same entry with end time on the backend form. You can use the request id/incident id to the backend form to track the correct record to update on pending status closure. Also the time difference on the backend form gives you the overall pending time info as well, even if it's in pending status multiple times as the incident Id/request id will be same for all the respective records. Seems a bit too much if yes let me know can help you more on the same. Thanks, Vikrant From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Suresh Loganathan Sent: Tuesday, October 09, 2012 8:42 PM To: arslist@ARSLIST.ORG Subject: Re: Pending Start and End Time Fields ** Longwing, Thanks for swift response. Some forms are capturing this info in OOB. 1. I need to discover Pending start and end time or 2. Overall Pending time info Regards, Suresh Loganathan. On Tue, Oct 9, 2012 at 8:31 PM, Longwing, LJ CTR MDA/IC lj.longwing@mda.milmailto:lj.longwing@mda.mil wrote: Suresh, Based on discussions I have seen on this topic in the past, I don't think the information you are looking for is currently being captured, so it would be a customization to capture it. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Suresh Loganathan Sent: Tuesday, October 09, 2012 8:41 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Pending Start and End Time Fields ** Team, I need to discover the ticket (Pending Status) pending start time and pending end time info.Which form and field is capturing this info. Can you please kindly advice the same. I am waiting for your speedy response. Regards, Suresh Loganathan _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org/ attend wwrug12 www.wwrug12.comhttp://www.wwrug12.com/ ARSList: Where the Answers Are _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Status Reasons for Assigned and In Progress Statuses
ITSM 7.6 On Incident, a customer would like to add several Status Reason menu choices associated with the Assigned and In Progress Statuses. They intend to use is as a sort of sub-status (for example: In Progress with a Status Reasons of Analysis, Test, Document Prep, etc) I have added the Status Reason menu choices and they show up properly. However, now I see that there are filters that are clearing the field upon save. I plan to disable or work around them. My question is does anybody know no a good reason why I shouldn't do this... why the Status Reason must be cleared out if the Status is either Assigned or In Progress? Has anybody else used the Status Reason with either of those two Statuses? Thanks, Ken. ** This email and any files transmitted with it are confidential and intended solely for the addressee. If you have received this email in error please notify the system manager. Subject to local law, communications (including traffic data) with Hubbell may be monitored by our systems [or a third party's systems on our behalf] for the purposes of security and the assessment of internal compliance with Hubbell policies. This footnote also confirms that this email message has been swept for the presence of computer viruses. www.Hubbell.com - Hubbell Incorporated ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Configuring IMAP with SSL
Hi listers, I'm trying to configure an IMAP account with SSL and I get the next error messages at AR System Email Error Log form: SEVERE 0 AR System Email Daemon Could not connect to : mail.contoso.com SEVERE 0 Mail Box sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target javax.mail.MessagingException: sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target; nested exception is: javax.net.ssl.SSLHandshakeException: sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target at com.sun.mail.imap.IMAPStore.protocolConnect(IMAPStore.java:479) at javax.mail.Service.connect(Service.java:275) at javax.mail.Service.connect(Service.java:156) at com.bmc.arsys.emaildaemon.ReceiverModule.initializeIncommingMailbox(ReceiverModule.java:1981) at com.bmc.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.java:231) at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:297) at java.lang.Thread.run(Unknown Source) SEVERE 0 Program Not connected java.lang.IllegalStateException: Not connected at com.sun.mail.imap.IMAPStore.checkConnected(IMAPStore.java:1364) at com.sun.mail.imap.IMAPStore.getFolder(IMAPStore.java:1201) at com.bmc.arsys.emaildaemon.ReceiverModule.initializeIncommingMailbox(ReceiverModule.java:2029) at com.bmc.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.java:231) at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:297) at java.lang.Thread.run(Unknown Source) Seems that I need to install some certification. Any idea? 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
Hiring: Remedy Business System Analyst ATR78162
The ideal candidate must possess the following requirements: Minimum number of years of experience required Top 3 - 5 Required Skills • Remedy 7.x --strong in this area / 3 years of Remedy SRM experience. • 5 Years working in large complex organizations o Workflow capabilities • Lean Six Sigma or other process improvement experience (3 years minimum) o Process Development / Improvement (3 years minimum) o Statistical Analysis • Communication Skills Please contact Judi Chung at ATR: ju...@atr1.com/408-328-8087 for details. http://www.linkedin.com/in/judijudijudi888 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Data Management Tool in version 8 replaced by Atrium Integrator
Hi, if it did not get past the load, then open the activity (step) and see if there are any errors. If none, you need to check the directory that you have allocated for the initial settings can indeed be written to. There is a test button that may report that it worked, but you need to ensure the directory it creates is there. Also, you need to delete this directory before each test as it tries to re-create it. Under the installation directories, you can find other error logs. If there are no load errors, and there are no other steps completed, it usually indicates the above - no conversion, or conversion hanging whilst loading in the data. When this step runs, you will see the job id created as the directory in the folder specified. It was really picky on the format (UNC) and permissions. I found that you have to cancel these jobs that have hung, and re-create them (there is an option to copy to new once cancelled). I would start at the conversion directory as this is what took a while to get working, but once it did it all ran fine - apart from formatting errors and validation etc. This loader appears to be a much more comprehensive validation tool. Other errors you may see is the steps throwing an error but no description. I have worked out these to be mainly records that already exist in the system, but no actual report raised (you can see these from the staging forms). Cheers Carl http://www.missingpiecessoftware.com/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jiri Pospisil Sent: 09 October 2012 16:22 To: arslist@ARSLIST.ORG Subject: Re: Data Management Tool in version 8 replaced by Atrium Integrator Carl, Thanks for the detailed description of the process. Managed to figure most of it, but pointer to how to troubleshoot will definitely be useful as I am at the moment stuck with the Load step In Progress and nothing else happening (using BMC People template). Checked the arcarte.log file on the server and it reported the job as started and completed with no errors within a couple of seconds, but the step still sits in the In Progress status and there appears no way to move it forward. Same with the job directory where it did not report any errors. Regards Jiri -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson Sent: 09 October 2012 16:12 To: arslist@ARSLIST.ORG Subject: Re: Data Management Tool in version 8 replaced by Atrium Integrator Hi, the documentation is now on the BMC wiki (docs.bmc.com). To be honest it is not that straight forward to understand as it is all over the place in terms of structure. A couple of points: - You need to specify a UNC based directory for the tool to be able to do the conversion on the spreadsheets. This cannot use localhost in the path and must be in the UNC format. Can be a pain to setup on Windows. Sharing a directory and giving permissions is the easiest I have found to get working. You can then use something along the lines of \\win-atmsk2nqp0b\c\DataLoad\ - set from Application Administration Foundation Advanced Options System Configuration Settings - System Settings. Ensure the correct permissions for writing to this directory as the tool will create directories and files on the fly. - Spreadsheet Management (Data Management). Here you can download the spreadsheets for population, as well as upload completed spreadsheets for use in the Jobs. You Copy to New the spreadsheets from the normal space (BMC Template) to a user space (Users Data), which then becomes selectable in the Jobs Load Activity setup. I suggest you do this one spreadsheet at a time until you are familiar with setting up and configuring jobs. Try not to overwrite the BMC Templates You can update the Copied spreadsheets when making changes (Users Data), updates will then be re-selectable in the Job steps. - Jobs Console. There are 2 parts to setting up a job to load in data. You first create a job (basic information), then you associate a pre-defined activity (Template) to that job (Steps Create Using BMC Templates Select the Template). When you associate a pre-defined template (all the Data Loads are BMC Templates pre-defined) you can then open the Load activity and either select the uploaded spreadsheet (as in the point above - lives in the Users Data) or directly load a spreadsheet into the attachment field. Once this is done (saved), you save the job and set the status to Built. This will then allow you to run the job (enable the run options) and view the status of the various activities. - There is a couple of places errors will be pushed to. Data Load errors will generate a zip file with the issues encountered (usually Excel data conversions i.e. numbers need to be stored as text, not numbers) and will be found when you open the
Re: Random MidTier Error
Thanks for the reply. I looked through the logs and found an OutOfMemory error on one of the MidTiers. I believe this was caused by an unqualified query being executed on that server. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of ITSM Support Sent: Tuesday, October 09, 2012 2:47 AM To: arslist@ARSLIST.ORG Subject: Re: Random MidTier Error ** Hi, ClientCore.js is the 'heart' of Javascript 'scripts' for the web browser and the mid-tier. It's available for several web browsers (for ex. IE, Firefox...etc). You can find those in folder '/arsys/resources/ie/' for example. You can try this way. But make sure that this is the error by use IE 8 and go to developer tools and make sure that the error is Search FocusMgr.WorkflowComplete() 1. Go to MidTier path C:\Program Files\AR System\Mid-Tier\resources\ie\javascript. And backup ClientCore.js file as ClientCore_backup.js. 2. Modify ClientCore.js 3. Search FocusMgr.WorkflowComplete(); in the file, and delete this line, and save the file. 4. Flush cache your mid-tier 5. Try to reproduce the issue HTH -- Regards, Snehal Vyom Labs Pvt. Ltd. BSM Solutions Services || ITIL Consulting Training Email: i...@vyomlabs.commailto:i...@vyomlabs.com || Web Site: www.vyomlabs.comhttp://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 Myers, Scott Sent: Monday, October 08, 2012 11:51 PM To: arslist@ARSLIST.ORG Subject: Random MidTier Error ** Hi all, I'm getting an error in our Remedy 7.6.4 midtier. It appears randomly and then goes away after restarting the midtier server. It happens in the ClientCore.js file. Uncaught TypeError: Cannot call method 'WorkflowComplete' of undefined There is also an error that appears along with this one: Failed to load resource. The missing resource is a file called a99a2af9.js What is that file? Thanks in advance for your help. Scott This email is subject to certain disclaimers, which may be reviewed via the following link. http://compass-usa.com/Pages/Disclaimer.aspx _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ This email is subject to certain disclaimers, which may be reviewed via the following link. http://compass-usa.com/Pages/Disclaimer.aspx ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
CMDB 7.6.4
** Hi All, One Sandbox RE job definition is no longer on Server B. Data was replicated from one server to another server, and different people were involved. We have a copy of the same Sandbox RE job definition on Server A. How do you restore this one RE job from Server A to Server B? I know that RE jobs can be exported to a .arx file and then imported. However, the problem is Java.Lang.ArrayOutofbounds Exception 9 errors are preventing the import. The .arx file just opens and does nothing. Do I have to re-create the entire job on Server B (from a copying the RE job on Server A)? If I do re-create the job on Server B, and the RE job has a different instance ID than what was OOB - will this be a problem? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Pending Start and End Time Fields
You're probably looking for the audit log that is set by default for HPD:Help Desk. This will tell you the time a ticket was put into a Pending status and you could search for the next status change and call that the ending time. It's a little tricky, but should be doable - try the 'Audit Log' link in the menu to see the data you have to start with. The log form in 7.6.4 for HPD:Help Desk is 'HPD:HelpDesk_AuditLogSystem'. Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GEMS 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. 2012 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. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Suresh Loganathan Sent: Tuesday, October 09, 2012 11:12 AM To: arslist@ARSLIST.ORG Subject: Re: Pending Start and End Time Fields ** Longwing, Thanks for swift response. Some forms are capturing this info in OOB. 1. I need to discover Pending start and end time or 2. Overall Pending time info Regards, Suresh Loganathan. On Tue, Oct 9, 2012 at 8:31 PM, Longwing, LJ CTR MDA/IC lj.longwing@mda.milmailto:lj.longwing@mda.mil wrote: Suresh, Based on discussions I have seen on this topic in the past, I don't think the information you are looking for is currently being captured, so it would be a customization to capture it. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Suresh Loganathan Sent: Tuesday, October 09, 2012 8:41 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Pending Start and End Time Fields ** Team, I need to discover the ticket (Pending Status) pending start time and pending end time info.Which form and field is capturing this info. Can you please kindly advice the same. I am waiting for your speedy response. Regards, Suresh Loganathan _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org/ attend wwrug12 www.wwrug12.comhttp://www.wwrug12.com/ ARSList: Where the Answers Are _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Creating ticket from IncidentInterfaceCreate
Hello all, 7.6.02 SP2 I’ve created a form with an AL that pushes fields to Incident Interface_Create on After Submit and a Button Field. It’s not working. I’ve looked through List postings and see where lots of you do this with a Filter on Merge. Problem with that is you can’t save with a button when using a Filter. We created a form a couple of years back (on 7.5) using an AL with the same Execution Options as the AL which I’m having a difficult time with. Logging shows Passed Qualification for the AL but doesn’t create a ticket. Even if I enter those same fields directly in Incident Interface Create it shows me Sumit Successful: ID 206, but still doesn’t create a ticket. Any ideas would be greatly appreciated or lead me to documentation on this. I’ve searched but there doesn’t seem to be any. Thanks, Ricki Haines Liberty Medical ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Creating ticket from IncidentInterfaceCreate
Actually, you can push a button with a Filter. You call a process referencing the field ID of the button, if memory serves. Details are in the docs, I'm sure. Rick On Tue, Oct 9, 2012 at 2:36 PM, Remedy Test remedy.t...@libertymedical.comwrote: Hello all, 7.6.02 SP2 I’ve created a form with an AL that pushes fields to Incident Interface_Create on After Submit and a Button Field. It’s not working. I’ve looked through List postings and see where lots of you do this with a Filter on Merge. Problem with that is you can’t save with a button when using a Filter. We created a form a couple of years back (on 7.5) using an AL with the same Execution Options as the AL which I’m having a difficult time with. Logging shows Passed Qualification for the AL but doesn’t create a ticket. Even if I enter those same fields directly in Incident Interface Create it shows me Sumit Successful: ID 206, but still doesn’t create a ticket. Any ideas would be greatly appreciated or lead me to documentation on this. I’ve searched but there doesn’t seem to be any. Thanks, Ricki Haines Liberty Medical ___ 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: Creating ticket from IncidentInterfaceCreate
Did you push the value of CREATE to the z1d_Action field on hpd:incidentinterfacecreate? Sent from my iPhone On Oct 9, 2012, at 2:47 PM, Remedy Test remedy.t...@libertymedical.com wrote: Hello all, 7.6.02 SP2 I’ve created a form with an AL that pushes fields to Incident Interface_Create on After Submit and a Button Field. It’s not working. I’ve looked through List postings and see where lots of you do this with a Filter on Merge. Problem with that is you can’t save with a button when using a Filter. We created a form a couple of years back (on 7.5) using an AL with the same Execution Options as the AL which I’m having a difficult time with. Logging shows Passed Qualification for the AL but doesn’t create a ticket. Even if I enter those same fields directly in Incident Interface Create it shows me Sumit Successful: ID 206, but still doesn’t create a ticket. Any ideas would be greatly appreciated or lead me to documentation on this. I’ve searched but there doesn’t seem to be any. Thanks, Ricki Haines Liberty Medical ___ 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: Creating ticket from IncidentInterfaceCreate
Thanks, I forgot that part. Unfortunately it's still not creating a ticket. Unless someone else has any ideas, I'll just keep working on it. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Creating ticket from IncidentInterfaceCreate
Thanks, Rick. I'll research this one. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Creating ticket from IncidentInterfaceCreate
Make sure you also map the following required fields. Even if you provide a Login_ID you still have to populate First and Last Name. Nate. Login_ID First_Name Last_Name Description Status Service_Type Urgency Impact Reported Source Assigned Support Company (may not be required - can't remember) Assigned Support Org (may not be required - can't remember) Assigned Group (may not be required - can't remember) Nathan Aker ITSM Solution Architect McAfee, Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Tuesday, October 09, 2012 1:54 PM To: arslist@ARSLIST.ORG Subject: Re: Creating ticket from IncidentInterfaceCreate Did you push the value of CREATE to the z1d_Action field on hpd:incidentinterfacecreate? Sent from my iPhone On Oct 9, 2012, at 2:47 PM, Remedy Test remedy.t...@libertymedical.com wrote: Hello all, 7.6.02 SP2 I've created a form with an AL that pushes fields to Incident Interface_Create on After Submit and a Button Field. It's not working. I've looked through List postings and see where lots of you do this with a Filter on Merge. Problem with that is you can't save with a button when using a Filter. We created a form a couple of years back (on 7.5) using an AL with the same Execution Options as the AL which I'm having a difficult time with. Logging shows Passed Qualification for the AL but doesn't create a ticket. Even if I enter those same fields directly in Incident Interface Create it shows me Sumit Successful: ID 206, but still doesn't create a ticket. Any ideas would be greatly appreciated or lead me to documentation on this. I've searched but there doesn't seem to be any. Thanks, Ricki Haines Liberty Medical __ _ 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: Creating ticket from IncidentInterfaceCreate
Did you run logging to see what kind of error you are getting if any? I've seen this happen when you don't specify assignee login id along with the support group info. Or, if you didn't have support group info being pushed, you need to set up an auto assignment by some qualifier. Sent from my iPhone On Oct 9, 2012, at 3:26 PM, Remedy Test remedy.t...@libertymedical.com wrote: Thanks, I forgot that part. Unfortunately it's still not creating a ticket. Unless someone else has any ideas, I'll just keep working on it. ___ 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: Creating ticket from IncidentInterfaceCreate
Thank you so much - I'm now able to create a new ticket from Incident Interface_Create. One of the missing pieces was z1D_Action = CREATE. Now all I have to do is correct the AL. You guys are AWESOME !! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Status Reasons for Assigned and In Progress Statuses
Status Reason is determined from SYS:StatusReason Menu Items where 'Form Name' = HPD:Help Desk. It is status dependent so when the Status changes you typically need a new Status Reason for why it is in that state. Keep in mind that the field on HPD:Help Desk is a display only field (z1D_Status_Reason)( 100881). There is workflow that sets the underlying Status Reason field. Not only do you have to add it to SYS:StatusReason Menu Items but you also have to add an entry to the hidden Status Reason (100150) field on Incidents. Hope that helps ... Sean -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken Sent: Tuesday, October 09, 2012 12:01 PM To: arslist@ARSLIST.ORG Subject: Status Reasons for Assigned and In Progress Statuses ITSM 7.6 On Incident, a customer would like to add several Status Reason menu choices associated with the Assigned and In Progress Statuses. They intend to use is as a sort of sub-status (for example: In Progress with a Status Reasons of Analysis, Test, Document Prep, etc) I have added the Status Reason menu choices and they show up properly. However, now I see that there are filters that are clearing the field upon save. I plan to disable or work around them. My question is does anybody know no a good reason why I shouldn't do this... why the Status Reason must be cleared out if the Status is either Assigned or In Progress? Has anybody else used the Status Reason with either of those two Statuses? Thanks, Ken. ** This email and any files transmitted with it are confidential and intended solely for the addressee. If you have received this email in error please notify the system manager. Subject to local law, communications (including traffic data) with Hubbell may be monitored by our systems [or a third party's systems on our behalf] for the purposes of security and the assessment of internal compliance with Hubbell policies. This footnote also confirms that this email message has been swept for the presence of computer viruses. www.Hubbell.com - Hubbell Incorporated ___ 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: Status Reasons for Assigned and In Progress Statuses
Sean, Thank you for your response. However, that is exactly what I did... I have previously added Status Reasons to the Pending Status so I know you need to add the data and modify the hidden Status_Reason field on the form. As I had said, what is happening is that if the Status is either Assigned or In Progress, the ' z1D_Status_Reason' and 'Status_Reason' are getting set to null upon save (filter). Is there a good reason that these filters are doing this? Has anyone else used Status Reasons for the Assigned and/or In Progress statuses? Ken. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross) Sent: Tuesday, October 09, 2012 4:38 PM To: arslist@ARSLIST.ORG Subject: Re: Status Reasons for Assigned and In Progress Statuses Status Reason is determined from SYS:StatusReason Menu Items where 'Form Name' = HPD:Help Desk. It is status dependent so when the Status changes you typically need a new Status Reason for why it is in that state. Keep in mind that the field on HPD:Help Desk is a display only field (z1D_Status_Reason)( 100881). There is workflow that sets the underlying Status Reason field. Not only do you have to add it to SYS:StatusReason Menu Items but you also have to add an entry to the hidden Status Reason (100150) field on Incidents. Hope that helps ... Sean -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken Sent: Tuesday, October 09, 2012 12:01 PM To: arslist@ARSLIST.ORG Subject: Status Reasons for Assigned and In Progress Statuses ITSM 7.6 On Incident, a customer would like to add several Status Reason menu choices associated with the Assigned and In Progress Statuses. They intend to use is as a sort of sub-status (for example: In Progress with a Status Reasons of Analysis, Test, Document Prep, etc) I have added the Status Reason menu choices and they show up properly. However, now I see that there are filters that are clearing the field upon save. I plan to disable or work around them. My question is does anybody know no a good reason why I shouldn't do this... why the Status Reason must be cleared out if the Status is either Assigned or In Progress? Has anybody else used the Status Reason with either of those two Statuses? Thanks, Ken. ** This email and any files transmitted with it are confidential and intended solely for the addressee. If you have received this email in error please notify the system manager. Subject to local law, communications (including traffic data) with Hubbell may be monitored by our systems [or a third party's systems on our behalf] for the purposes of security and the assessment of internal compliance with Hubbell policies. This footnote also confirms that this email message has been swept for the presence of computer viruses. www.Hubbell.com - Hubbell Incorporated ___ 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: Creating ticket from IncidentInterfaceCreate
You can use the PERFORM-ACTION-ACTIVE-LINK 1 FILED ID, but that only applies to ALs. I don't believe there's an equivalent filter PROCESS. -Chris From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Tuesday, October 09, 2012 1:52 PM To: arslist@ARSLIST.ORG Subject: Re: Creating ticket from IncidentInterfaceCreate ** Actually, you can push a button with a Filter. You call a process referencing the field ID of the button, if memory serves. Details are in the docs, I'm sure. Rick On Tue, Oct 9, 2012 at 2:36 PM, Remedy Test remedy.t...@libertymedical.com wrote: Hello all, 7.6.02 SP2 I've created a form with an AL that pushes fields to Incident Interface_Create on After Submit and a Button Field. It's not working. I've looked through List postings and see where lots of you do this with a Filter on Merge. Problem with that is you can't save with a button when using a Filter. We created a form a couple of years back (on 7.5) using an AL with the same Execution Options as the AL which I'm having a difficult time with. Logging shows Passed Qualification for the AL but doesn't create a ticket. Even if I enter those same fields directly in Incident Interface Create it shows me Sumit Successful: ID 206, but still doesn't create a ticket. Any ideas would be greatly appreciated or lead me to documentation on this. I've searched but there doesn't seem to be any. Thanks, Ricki Haines Liberty Medical ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org/ attend wwrug12 www.wwrug12.com http://www.wwrug12.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 Reasons for Assigned and In Progress Statuses
Ken, We too are doing similar type of functionality but we did not face the issue you are facing. Hope there aren't any custom workflows you had developed earlier causing it set to null. I would suggest you to take filter and active link log and then check. Hope you have flushed the midtier cache after performing the change. Thanks, Swanand On Tue, Oct 9, 2012 at 3:53 PM, Cecil, Ken kce...@hubbell.com wrote: Sean, Thank you for your response. However, that is exactly what I did... I have previously added Status Reasons to the Pending Status so I know you need to add the data and modify the hidden Status_Reason field on the form. As I had said, what is happening is that if the Status is either Assigned or In Progress, the ' z1D_Status_Reason' and 'Status_Reason' are getting set to null upon save (filter). Is there a good reason that these filters are doing this? Has anyone else used Status Reasons for the Assigned and/or In Progress statuses? Ken. -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross) Sent: Tuesday, October 09, 2012 4:38 PM To: arslist@ARSLIST.ORG Subject: Re: Status Reasons for Assigned and In Progress Statuses Status Reason is determined from SYS:StatusReason Menu Items where 'Form Name' = HPD:Help Desk. It is status dependent so when the Status changes you typically need a new Status Reason for why it is in that state. Keep in mind that the field on HPD:Help Desk is a display only field (z1D_Status_Reason)( 100881). There is workflow that sets the underlying Status Reason field. Not only do you have to add it to SYS:StatusReason Menu Items but you also have to add an entry to the hidden Status Reason (100150) field on Incidents. Hope that helps ... Sean -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken Sent: Tuesday, October 09, 2012 12:01 PM To: arslist@ARSLIST.ORG Subject: Status Reasons for Assigned and In Progress Statuses ITSM 7.6 On Incident, a customer would like to add several Status Reason menu choices associated with the Assigned and In Progress Statuses. They intend to use is as a sort of sub-status (for example: In Progress with a Status Reasons of Analysis, Test, Document Prep, etc) I have added the Status Reason menu choices and they show up properly. However, now I see that there are filters that are clearing the field upon save. I plan to disable or work around them. My question is does anybody know no a good reason why I shouldn't do this... why the Status Reason must be cleared out if the Status is either Assigned or In Progress? Has anybody else used the Status Reason with either of those two Statuses? Thanks, Ken. ** This email and any files transmitted with it are confidential and intended solely for the addressee. If you have received this email in error please notify the system manager. Subject to local law, communications (including traffic data) with Hubbell may be monitored by our systems [or a third party's systems on our behalf] for the purposes of security and the assessment of internal compliance with Hubbell policies. This footnote also confirms that this email message has been swept for the presence of computer viruses. www.Hubbell.com - Hubbell Incorporated ___ 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 -- S.J.Deshpande ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Configuring IMAP with SSL
Hi, The error clearly indicates it cannot find the certificates. You have to install Certificates on your AR server Java keytool. Let me know if you need exact steps I will elaborate more. Regards, Aditya ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
