Re: [EXTERNAL] Re: Work info in task
I have a look at the preferences if any and also try to find out if this a similar case on any other computers as well. In case if i find something new will let u all know about it Thanks Regards On Nov 2, 2012 12:36 AM, Stroud, Natalie K nkst...@sandia.gov wrote: ** Rajesh: ** ** No, you do not need to change your client version right now. ** ** I’m having a little trouble understanding your English, but I will try to explain better. ** ** Can you have your consultant log in via the 7.5 client on a different computer and try viewing the task? When you log in on your computer and it works for you, that is one test and it is a good one to start with. However, that cannot tell us if the problem is with your consultant’s computer. So if you have the consultant log in via the 7.5 client on a different computer, we can see if the problem happens ONLY on their computer. ** ** You can also try deleting your consultant’s Preference file like David suggested. ** ** Thanks, ** ** *Natalie Stroud* SAIC @ Sandia National Laboratories ARS-ITSM Tester Albuquerque, NM USA nkst...@sandia.gov ITSM 7.6.04 SP2 – Windows 2008 – SQL Server 2008 ** ** ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Rajesh Nair *Sent:* Thursday, November 01, 2012 12:42 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: [EXTERNAL] Re: Work info in task ** ** ** We use client version7.5 But changing the version of the client cannot be a solution? I doudt the workflow written on the work info for task. It does not returns on double click as it does for other module. We have to select one by one and say view.for me it work as gems but for not consultant they are able to view only the first entry On Nov 1, 2012 11:59 PM, Longwing, LJ CTR MDA/IC lj.longwing@mda.mil wrote: Yes, there is a client, but ITSM 7.6.04 does not work 'fully' in the client. I believe that is what they were referring to. -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of pascale.sterr...@daimler.com Sent: Thursday, November 01, 2012 12:23 PM To: arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] Re: Work info in task There is a 7.6.04 user tool Thick client. We are currently using it Thank you, Pascale Sterrett nkst...@sandia.gov Sent by: arslist@ARSLIST.ORG 11/01/2012 11:21 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: [EXTERNAL] Re: Work info in task ** I’m not sure offhand whether 7.1 is supposed to work with the User Tool (client). I know 7.6 is mid-tier only. And the User Tool does create a cache that occasionally gets corrupted by changes developers make on the servers. I’ve seen all sorts of odd behavior from that. Have you had the user who has this problem try logging in via the client on a different machine? If they don’t have the problem there, you can try clearing the User Tool’s cache on the affected machine. Where you go to look for the User Tool’s cache depends on what operating system your computer has and what version of the User Tool you’re running, but the location is usually the home directory associated with the installation of the User Tool (where the arcmds folder is located) Log out of Remedy, delete all folders in the home directory except for arcmds and NONE of the individual files, then have them log in and try again. Good luck! Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Tester Albuquerque, NM USA nkst...@sandia.gov ITSM 7.6.04 SP2 – Windows 2008 – SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rajesh Nair Sent: Thursday, November 01, 2012 11:57 AM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] Re: Work info in task ** One mor thing missed out tauf it via client On Nov 1, 2012 11:23 PM, Tauf Chowdhury taufc...@gmail.com wrote: ** Rajesh, It sounds like it could be a browser or browser cache issue. Did you try clearing cache and/or using different browser? Sent from my iPhone On Nov 1, 2012, at 1:48 PM, Rajesh Nair rajesh.nair@gmail.com wrote: ** Soory for the incomplete mail Have an issue seen very recently In task management if any tries to open the work info add he/she is able to open only the first work info, if we try to open the any othet then the systemdoes not select the entry. Only the first one get selected As an admin it works fine for me. I tried give the user task admin manager permission but still it does work Any ideas? Is it a defect Arsystem 7.1 itsm 7.1 On Nov 1, 2012 11:13 PM, Rajesh Nair rajesh.nair@gmail.com wrote: Hello listers _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend
Re: Mid Tier and Potential Proxy Issues
what version of mid-tier are you riunning (and overall remedy for that matter) we used to get this issue all the tiume, we called it grey screen of death. we service-packed mid-tier and it went away, SP2 i think for 7.6.04 we had tried everything but could not get it working, and it was random. we even got the desktop estate upgraded as we thought it was performance... (which was not a bad idea anyway to be honest) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
AUTO: Chris Ingalls is out of the office (returning 11/05/2012)
I am out of the office until 11/05/2012. Please contact Eric Cleereman, Phil Isabell, or Todd Carter for any Remedy related issues. Contact Shannon Snapp for all other items. I can be reached via cell phone for emergencies at 734-864-1240 Note: This is an automated response to your message Re: [EXTERNAL] Re: Work info in task sent on 11/2/2012 2:16:32 AM. This is the only notification you will receive while this person is away. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: [EXTERNAL] Re: Work info in task
Hi, have on couple of machines and even tried by deleting the exsisting preference but issue remains the same On Nov 2, 2012 12:36 AM, Stroud, Natalie K nkst...@sandia.gov wrote: ** Rajesh: No, you do not need to change your client version right now. I’m having a little trouble understanding your English, but I will try to explain better. Can you have your consultant log in via the 7.5 client on a different computer and try viewing the task? When you log in on your computer and it works for you, that is one test and it is a good one to start with. However, that cannot tell us if the problem is with your consultant’s computer. So if you have the consultant log in via the 7.5 client on a different computer, we can see if the problem happens ONLY on their computer. You can also try deleting your consultant’s Preference file like David suggested. Thanks, Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Tester Albuquerque, NM USA nkst...@sandia.gov ITSM 7.6.04 SP2 – Windows 2008 – SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Rajesh Nair Sent: Thursday, November 01, 2012 12:42 PM To: arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] Re: Work info in task ** We use client version7.5 But changing the version of the client cannot be a solution? I doudt the workflow written on the work info for task. It does not returns on double click as it does for other module. We have to select one by one and say view.for me it work as gems but for not consultant they are able to view only the first entry On Nov 1, 2012 11:59 PM, Longwing, LJ CTR MDA/IC lj.longwing@mda.mil wrote: Yes, there is a client, but ITSM 7.6.04 does not work 'fully' in the client. I believe that is what they were referring to. -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of pascale.sterr...@daimler.com Sent: Thursday, November 01, 2012 12:23 PM To: arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] Re: Work info in task There is a 7.6.04 user tool Thick client. We are currently using it Thank you, Pascale Sterrett nkst...@sandia.gov Sent by: arslist@ARSLIST.ORG 11/01/2012 11:21 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: [EXTERNAL] Re: Work info in task ** I’m not sure offhand whether 7.1 is supposed to work with the User Tool (client). I know 7.6 is mid-tier only. And the User Tool does create a cache that occasionally gets corrupted by changes developers make on the servers. I’ve seen all sorts of odd behavior from that. Have you had the user who has this problem try logging in via the client on a different machine? If they don’t have the problem there, you can try clearing the User Tool’s cache on the affected machine. Where you go to look for the User Tool’s cache depends on what operating system your computer has and what version of the User Tool you’re running, but the location is usually the home directory associated with the installation of the User Tool (where the arcmds folder is located) Log out of Remedy, delete all folders in the home directory except for arcmds and NONE of the individual files, then have them log in and try again. Good luck! Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Tester Albuquerque, NM USA nkst...@sandia.gov ITSM 7.6.04 SP2 – Windows 2008 – SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rajesh Nair Sent: Thursday, November 01, 2012 11:57 AM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] Re: Work info in task ** One mor thing missed out tauf it via client On Nov 1, 2012 11:23 PM, Tauf Chowdhury taufc...@gmail.com wrote: ** Rajesh, It sounds like it could be a browser or browser cache issue. Did you try clearing cache and/or using different browser? Sent from my iPhone On Nov 1, 2012, at 1:48 PM, Rajesh Nair rajesh.nair@gmail.com wrote: ** Soory for the incomplete mail Have an issue seen very recently In task management if any tries to open the work info add he/she is able to open only the first work info, if we try to open the any othet then the systemdoes not select the entry. Only the first one get selected As an admin it works fine for me. I tried give the user task admin manager permission but still it does work Any ideas? Is it a defect Arsystem 7.1 itsm 7.1 On Nov 1, 2012 11:13 PM, Rajesh Nair rajesh.nair@gmail.com wrote: Hello listers _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ If you are not the intended addressee, please inform us immediately that you have received this e-mail in error,
Re: No Lock Setting on AR CFG
Ravi, As you may remember, at Level3 we needed to use the NOLOCK hint on a lot of our processes, and even included it in the ar.cfg. The up side is that none of your queries will ever be blocked due to locking at the row or table level. The down side is that your queries could be considered 'dirty' because your query MIGHT get data that is not yet committed to the DB, and subsequently rolled back, so in effect the results returned may not be 100% accurate, but in general I don't consider that to be too much of an issue. For greater concurrence, not having NOLOCK could cause your queries to take longer (waiting in line for inserts and updates to complete before returning results), but for accuracy, NOLOCK could cause 'inaccurate' results. So, as with everything in life, there are tradeoffs for everything you do, you just need to determine if your performance means more than your accuracy. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of ravi rai Sent: Thursday, November 01, 2012 2:47 PM To: arslist@ARSLIST.ORG Subject: No Lock Setting on AR CFG ** Hi, We are getting few DB lock cases and planning to implement READ-COMMITTED_SNAPSHOT and ALLOW_SNAPSHOT_ISOLATION (Long term) There was a recent thread on NO Lock in Ar.cfg. Planning to add No Lock for short term What impact it has on performance of the system. Anyone implemented it faced any issues BMC suggested:NOLOCK should NOT be enabled - this is contrary to our guides, but is the correct settings per BMC Performance and deployment teams Please suggest Thanks Ravi Rai _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: Mid Tier and Potential Proxy Issues
Doh! I can't believe I left that out. I'm on 7.6.4 SP2 for everything, but with a custom hotfix for the midtier with things that I'm not sure BMC has still fixed in their official release despite it being nearly a year after we discovered the issues. Maybe when I have time I should try SP3. I've also been advising people to try Firefox, but it has rendering problems such as turning the entire screen black when a popup appears and displaying scrollbars for no reason. For example, the Next Approval Phase on the Infrastructure Change screen only shows a scrollbar and you can read nothing. Unfortunately, the most stable browser for 7.6.4 seems to be the unsupported one, Chrome. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Dan Miller Sent: Friday, November 02, 2012 2:20 AM To: arslist@ARSLIST.ORG Subject: Re: Mid Tier and Potential Proxy Issues what version of mid-tier are you riunning (and overall remedy for that matter) we used to get this issue all the tiume, we called it grey screen of death. we service-packed mid-tier and it went away, SP2 i think for 7.6.04 we had tried everything but could not get it working, and it was random. we even got the desktop estate upgraded as we thought it was performance... (which was not a bad idea anyway to be honest) ___ 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
Mid-Tier SP4 reports running out of memory
Has anyone experienced an issue with reports after upgrading to MT SP4? For some reason certain reports are causing the Tomcat process to consistantly consume large CPU which makes the system unavailable. If I let it run its course eventually it stops, but I see the following the report engine log. Oct 29, 2012 4:21:32 PM org.eclipse.birt.report.engine.api.impl.RenderTask __AW_render SEVERE: An OutOfMemory error happened while running the report. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
ITSM Installer 8.0 Not Responding?
Good TGIF morning everyone. I did a clean ITSM apps install this morning on a Windows 2008 R2 box and it seemed to run pretty fast. But now it looks like it's hung at the Installation Complete section. It says Task Progress and Executing, there's like one box on the progress bar to go...maybe for 45 minutes now. Is this thing hung up, should I cancel and start again, or should I wait it out? What say you? :-) Drew Shuller JTF-Bravo, Honduras ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ITSM Installer 8.0 Not Responding?
Remember the standard history of remedy: when it is stuck, it is still working.. Go for a walk, go to lunch.. take a break.. Then come back... On Fri, Nov 2, 2012 at 9:38 AM, Drew Shuller drew.shul...@gmail.com wrote: ** Good TGIF morning everyone. I did a clean ITSM apps install this morning on a Windows 2008 R2 box and it seemed to run pretty fast. But now it looks like it's hung at the Installation Complete section. It says Task Progress and Executing, there's like one box on the progress bar to go...maybe for 45 minutes now. Is this thing hung up, should I cancel and start again, or should I wait it out? What say you? :-) Drew Shuller JTF-Bravo, Honduras _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ITSM Installer 8.0 Not Responding?
I have seen people on the list say this installer on windows take 8 hours so do not panic !! as Jesus said Be of good cheer, I have overcome the world... 8-) [?] On Fri, Nov 2, 2012 at 9:43 AM, patrick zandi remedy...@gmail.com wrote: Remember the standard history of remedy: when it is stuck, it is still working.. Go for a walk, go to lunch.. take a break.. Then come back... On Fri, Nov 2, 2012 at 9:38 AM, Drew Shuller drew.shul...@gmail.comwrote: ** Good TGIF morning everyone. I did a clean ITSM apps install this morning on a Windows 2008 R2 box and it seemed to run pretty fast. But now it looks like it's hung at the Installation Complete section. It says Task Progress and Executing, there's like one box on the progress bar to go...maybe for 45 minutes now. Is this thing hung up, should I cancel and start again, or should I wait it out? What say you? :-) Drew Shuller JTF-Bravo, Honduras _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- Patrick Zandi -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are 332.gif
Re: ARS Wiki
ROFL !!! yeah.. it is a royal.. and not jelly.. On Fri, Nov 2, 2012 at 9:39 AM, Warren R. Baltimore II warrenbaltim...@gmail.com wrote: ** I've been banging my head against this new WIKI for a few weeks now. Does anyone else find it to be a painful process when looking for current documentation? Why can't we just have 1 web page that has all product documentation? -- Warren R. Baltimore II Remedy Developer 410-533-5367 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ARS Wiki
Hi Warren. The Wiki takes some getting used to. I agree, it's painful, but it's very useful. I'll be reading something one day and then won't be able to find it a couple of days later. And, they seem to be adding things as we go along. I swear, there has been very useful information about 8.0 added in the last two weeks, after I started the ITSM install process. Some of the 8.0 information still refers to 7.6.4, and sometimes the information isn't where you would think it should be. I wish the website ran faster. I do miss the Master Index. But overall it's a good resource. You can add pages or entire sections to your favorites section on the Dashboard, which is a lifesaver for me. You can leave a comment on any particular page, which is a huge plus. You can see the change history of a page. You can generate a pdf or Office document of any page, or forward a page via email. So it's a living breathing set of documents that BMC seems to be updating regularly. Drew JTF-Bravo, Honduras ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ITSM Installer 8.0 Not Responding?
Thanks Patrick and Amit. I'm going to stop this install and install one app at a time. Should have done it that way to begin! Drew ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ITSM Installer 8.0 Not Responding?
Hi Drew, Is it possible for you to send out the ITSM install log ( i.e. bmcremedyitsmsuite_install_log.txt) which can be found under temp folder? I will have a look at it and tell you what exactly installer is doing. If sending log is not possible then send me the last 10 lines of the log. If you see log getting modified continuously then don't worry. Regards, Ripu Daman Bhadoria From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi Sent: Friday, November 02, 2012 7:14 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM Installer 8.0 Not Responding? ** Remember the standard history of remedy: when it is stuck, it is still working.. Go for a walk, go to lunch.. take a break.. Then come back... On Fri, Nov 2, 2012 at 9:38 AM, Drew Shuller drew.shul...@gmail.commailto:drew.shul...@gmail.com wrote: ** Good TGIF morning everyone. I did a clean ITSM apps install this morning on a Windows 2008 R2 box and it seemed to run pretty fast. But now it looks like it's hung at the Installation Complete section. It says Task Progress and Executing, there's like one box on the progress bar to go...maybe for 45 minutes now. Is this thing hung up, should I cancel and start again, or should I wait it out? What say you? :-) Drew Shuller JTF-Bravo, Honduras _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ -- Patrick Zandi _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ITSM Installer 8.0 Not Responding?
Thanks Ripu, I was just looking at that install log and was wondering if it could be viewed live. Drew ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
BMC Analytics 8 -- anytime soon?
Anyone know if there is a version for 8 coming soon? -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: No Lock Setting on AR CFG
Thanks LJ Regards Ravi Rai Date: Fri, 2 Nov 2012 06:42:27 -0600 From: lj.longwing@mda.mil Subject: Re: No Lock Setting on AR CFG To: arslist@ARSLIST.ORG Ravi, As you may remember, at Level3 we needed to use the NOLOCK hint on a lot of our processes, and even included it in the ar.cfg. The up side is that none of your queries will ever be blocked due to locking at the row or table level. The down side is that your queries could be considered 'dirty' because your query MIGHT get data that is not yet committed to the DB, and subsequently rolled back, so in effect the results returned may not be 100% accurate, but in general I don't consider that to be too much of an issue. For greater concurrence, not having NOLOCK could cause your queries to take longer (waiting in line for inserts and updates to complete before returning results), but for accuracy, NOLOCK could cause 'inaccurate' results. So, as with everything in life, there are tradeoffs for everything you do, you just need to determine if your performance means more than your accuracy. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of ravi rai Sent: Thursday, November 01, 2012 2:47 PM To: arslist@ARSLIST.ORG Subject: No Lock Setting on AR CFG ** Hi, We are getting few DB lock cases and planning to implement READ-COMMITTED_SNAPSHOT and ALLOW_SNAPSHOT_ISOLATION (Long term) There was a recent thread on NO Lock in Ar.cfg. Planning to add No Lock for short term What impact it has on performance of the system. Anyone implemented it faced any issues BMC suggested:NOLOCK should NOT be enabled - this is contrary to our guides, but is the correct settings per BMC Performance and deployment teams Please suggest Thanks Ravi Rai _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: BMC Analytics 8 -- anytime soon?
Patrick, Not sure when but I know a new version is in the works which is built on BOXI 4 and will mark the end of their Dashboards product. They will use the capabilities in 4 to provide this. Sent from my iPhone On Nov 2, 2012, at 10:45 AM, patrick zandi remedy...@gmail.com wrote: ** Anyone know if there is a version for 8 coming soon? -- Patrick Zandi _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ITSM Installer 8.0 Not Responding?
Hi Drew, I don't know how can we have the live sharing of the log. If anyone has any idea on sharing the install log in this forum then let us know. But I will defnitely be able to help you out in case you could me the at least last 10 lines of the log, if live sharing is not a way out. Thanks, Ripu Daman Bhadoria ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ARS Wiki
I get the sharing aspect of it, but the problem is that it is neither intuitive or fully baked (a BMC specialty if you ask me). It shouldn't take me an hour to find documentation and finally have to submit a helpdesk ticket to do so. And then, they send me the wrong thing because obviously, they are working with the same system (to their credit!) and can't find the right stuff either! I mentioned to a friend that when I go looking for docs anymore, I feel a little like Indiana Jones trying to find some weird artifact deep in the bowels of some dangerous tomb On Fri, Nov 2, 2012 at 9:55 AM, Drew Shuller drew.shul...@gmail.com wrote: ** Hi Warren. The Wiki takes some getting used to. I agree, it's painful, but it's very useful. I'll be reading something one day and then won't be able to find it a couple of days later. And, they seem to be adding things as we go along. I swear, there has been very useful information about 8.0 added in the last two weeks, after I started the ITSM install process. Some of the 8.0 information still refers to 7.6.4, and sometimes the information isn't where you would think it should be. I wish the website ran faster. I do miss the Master Index. But overall it's a good resource. You can add pages or entire sections to your favorites section on the Dashboard, which is a lifesaver for me. You can leave a comment on any particular page, which is a huge plus. You can see the change history of a page. You can generate a pdf or Office document of any page, or forward a page via email. So it's a living breathing set of documents that BMC seems to be updating regularly. Drew JTF-Bravo, Honduras _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- Warren R. Baltimore II Remedy Developer 410-533-5367 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ITSM Installer 8.0 Not Responding?
Ripu, I restarted the install. Sorry for not being clear. If it hangs again I'll re-post. Thanks again for the help! Drew ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ARS Wiki
I prefer the old PDF documentation. Note that on our servers, browser access to the Internet is blocked. So to access any external documentation is a multistep process. I can have the PDF's saved locally on our server that I can open. Or I can store them on my iPad to view. In each case I don't have to go searching for anything. It's in one place and clearly identified by name. Dave From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II Sent: Friday, November 02, 2012 10:52 AM To: arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** I get the sharing aspect of it, but the problem is that it is neither intuitive or fully baked (a BMC specialty if you ask me). It shouldn't take me an hour to find documentation and finally have to submit a helpdesk ticket to do so. And then, they send me the wrong thing because obviously, they are working with the same system (to their credit!) and can't find the right stuff either! I mentioned to a friend that when I go looking for docs anymore, I feel a little like Indiana Jones trying to find some weird artifact deep in the bowels of some dangerous tomb On Fri, Nov 2, 2012 at 9:55 AM, Drew Shuller drew.shul...@gmail.commailto:drew.shul...@gmail.com wrote: ** Hi Warren. The Wiki takes some getting used to. I agree, it's painful, but it's very useful. I'll be reading something one day and then won't be able to find it a couple of days later. And, they seem to be adding things as we go along. I swear, there has been very useful information about 8.0 added in the last two weeks, after I started the ITSM install process. Some of the 8.0 information still refers to 7.6.4, and sometimes the information isn't where you would think it should be. I wish the website ran faster. I do miss the Master Index. But overall it's a good resource. You can add pages or entire sections to your favorites section on the Dashboard, which is a lifesaver for me. You can leave a comment on any particular page, which is a huge plus. You can see the change history of a page. You can generate a pdf or Office document of any page, or forward a page via email. So it's a living breathing set of documents that BMC seems to be updating regularly. Drew JTF-Bravo, Honduras _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ -- Warren R. Baltimore II Remedy Developer 410-533-5367 _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: ARS Wiki
Dave: the new problem is the references in the PDF's point to links on the internet.. =8^ P On Fri, Nov 2, 2012 at 11:06 AM, Shellman, David dave.shell...@te.comwrote: ** ** I prefer the old PDF documentation. Note that on our servers, browser access to the Internet is blocked. So to access any external documentation is a multistep process. I can have the PDF's saved locally on our server that I can open. Or I can store them on my iPad to view. In each case I don't have to go searching for anything. It's in one place and clearly identified by name. Dave -- *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Warren R. Baltimore II *Sent:* Friday, November 02, 2012 10:52 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: ARS Wiki ** I get the sharing aspect of it, but the problem is that it is neither intuitive or fully baked (a BMC specialty if you ask me). It shouldn't take me an hour to find documentation and finally have to submit a helpdesk ticket to do so. And then, they send me the wrong thing because obviously, they are working with the same system (to their credit!) and can't find the right stuff either! I mentioned to a friend that when I go looking for docs anymore, I feel a little like Indiana Jones trying to find some weird artifact deep in the bowels of some dangerous tomb On Fri, Nov 2, 2012 at 9:55 AM, Drew Shuller drew.shul...@gmail.comwrote: ** Hi Warren. The Wiki takes some getting used to. I agree, it's painful, but it's very useful. I'll be reading something one day and then won't be able to find it a couple of days later. And, they seem to be adding things as we go along. I swear, there has been very useful information about 8.0 added in the last two weeks, after I started the ITSM install process. Some of the 8.0 information still refers to 7.6.4, and sometimes the information isn't where you would think it should be. I wish the website ran faster. I do miss the Master Index. But overall it's a good resource. You can add pages or entire sections to your favorites section on the Dashboard, which is a lifesaver for me. You can leave a comment on any particular page, which is a huge plus. You can see the change history of a page. You can generate a pdf or Office document of any page, or forward a page via email. So it's a living breathing set of documents that BMC seems to be updating regularly. Drew JTF-Bravo, Honduras _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- Warren R. Baltimore II Remedy Developer 410-533-5367 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ARS Wiki
As I said. I prefer the OLD PDF documentation. Dave From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi Sent: Friday, November 02, 2012 11:32 AM To: arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** Dave: the new problem is the references in the PDF's point to links on the internet.. =8^ P On Fri, Nov 2, 2012 at 11:06 AM, Shellman, David dave.shell...@te.commailto:dave.shell...@te.com wrote: ** I prefer the old PDF documentation. Note that on our servers, browser access to the Internet is blocked. So to access any external documentation is a multistep process. I can have the PDF's saved locally on our server that I can open. Or I can store them on my iPad to view. In each case I don't have to go searching for anything. It's in one place and clearly identified by name. Dave From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II Sent: Friday, November 02, 2012 10:52 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** I get the sharing aspect of it, but the problem is that it is neither intuitive or fully baked (a BMC specialty if you ask me). It shouldn't take me an hour to find documentation and finally have to submit a helpdesk ticket to do so. And then, they send me the wrong thing because obviously, they are working with the same system (to their credit!) and can't find the right stuff either! I mentioned to a friend that when I go looking for docs anymore, I feel a little like Indiana Jones trying to find some weird artifact deep in the bowels of some dangerous tomb On Fri, Nov 2, 2012 at 9:55 AM, Drew Shuller drew.shul...@gmail.commailto:drew.shul...@gmail.com wrote: ** Hi Warren. The Wiki takes some getting used to. I agree, it's painful, but it's very useful. I'll be reading something one day and then won't be able to find it a couple of days later. And, they seem to be adding things as we go along. I swear, there has been very useful information about 8.0 added in the last two weeks, after I started the ITSM install process. Some of the 8.0 information still refers to 7.6.4, and sometimes the information isn't where you would think it should be. I wish the website ran faster. I do miss the Master Index. But overall it's a good resource. You can add pages or entire sections to your favorites section on the Dashboard, which is a lifesaver for me. You can leave a comment on any particular page, which is a huge plus. You can see the change history of a page. You can generate a pdf or Office document of any page, or forward a page via email. So it's a living breathing set of documents that BMC seems to be updating regularly. Drew JTF-Bravo, Honduras _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ -- Warren R. Baltimore II Remedy Developer 410-533-5367tel:410-533-5367 _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_ -- Patrick Zandi _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Runmacro
Duh! You should have said Read the documentation dummy! Thanks for the response. I got arexport.bat working and everythings happy. Gordon - Original Message - From: Sylvain YVON sylvain.y...@gmail.com To: arslist@ARSLIST.ORG Sent: Thursday, November 1, 2012 4:00:48 PM Subject: Re: Runmacro ** Hi, You still have runmacro. You also have a arexport.sh that exports data which uses the artools java class (didn't try it yet). And, if it's not enough, you also have Data Integration (Pentaho Spoon+Kettle) that is nice for this kind of jobs. :) On Thu, Nov 1, 2012 at 7:54 PM, Gordon Frank gjj...@comcast.net wrote: ** What is the replacement for runmacro in 8.0? I use it in Command Line dumps from forms. It makes it real easy to integrate it into scheduled jobs Gordon Frank _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: ARS Wiki
Just to better illustrate my issue 1 hour ago, I started hunting for documentation on spoon. Specifically, how to use the darn thing! I found the section I needed releatively quickly, but when I went to convert it to PDF, it took me 30 minutes to find the sections I needed, and now it's taking 20 minutes to convert the sections to .pdf! I just want a simple doc! On Fri, Nov 2, 2012 at 11:33 AM, Shellman, David dave.shell...@te.comwrote: ** ** As I said. I prefer the OLD PDF documentation. Dave -- *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *patrick zandi *Sent:* Friday, November 02, 2012 11:32 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: ARS Wiki ** Dave: the new problem is the references in the PDF's point to links on the internet.. =8^ P On Fri, Nov 2, 2012 at 11:06 AM, Shellman, David dave.shell...@te.comwrote: ** ** I prefer the old PDF documentation. Note that on our servers, browser access to the Internet is blocked. So to access any external documentation is a multistep process. I can have the PDF's saved locally on our server that I can open. Or I can store them on my iPad to view. In each case I don't have to go searching for anything. It's in one place and clearly identified by name. Dave -- *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Warren R. Baltimore II *Sent:* Friday, November 02, 2012 10:52 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: ARS Wiki ** I get the sharing aspect of it, but the problem is that it is neither intuitive or fully baked (a BMC specialty if you ask me). It shouldn't take me an hour to find documentation and finally have to submit a helpdesk ticket to do so. And then, they send me the wrong thing because obviously, they are working with the same system (to their credit!) and can't find the right stuff either! I mentioned to a friend that when I go looking for docs anymore, I feel a little like Indiana Jones trying to find some weird artifact deep in the bowels of some dangerous tomb On Fri, Nov 2, 2012 at 9:55 AM, Drew Shuller drew.shul...@gmail.comwrote: ** Hi Warren. The Wiki takes some getting used to. I agree, it's painful, but it's very useful. I'll be reading something one day and then won't be able to find it a couple of days later. And, they seem to be adding things as we go along. I swear, there has been very useful information about 8.0 added in the last two weeks, after I started the ITSM install process. Some of the 8.0 information still refers to 7.6.4, and sometimes the information isn't where you would think it should be. I wish the website ran faster. I do miss the Master Index. But overall it's a good resource. You can add pages or entire sections to your favorites section on the Dashboard, which is a lifesaver for me. You can leave a comment on any particular page, which is a huge plus. You can see the change history of a page. You can generate a pdf or Office document of any page, or forward a page via email. So it's a living breathing set of documents that BMC seems to be updating regularly. Drew JTF-Bravo, Honduras _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- Warren R. Baltimore II Remedy Developer 410-533-5367 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- Patrick Zandi _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- Warren R. Baltimore II Remedy Developer 410-533-5367 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Resolved...Re: Work info in task
Hello All It turned out to be an issue with permissions The user was opening the task from problem investigation, where used open the task form in read only mode.Changed the permission from problem user to problem manager and it worked On Nov 2, 2012 4:04 PM, Rajesh Nair rajesh.nair@gmail.com wrote: Hi, have on couple of machines and even tried by deleting the exsisting preference but issue remains the same On Nov 2, 2012 12:36 AM, Stroud, Natalie K nkst...@sandia.gov wrote: ** Rajesh: No, you do not need to change your client version right now. I’m having a little trouble understanding your English, but I will try to explain better. Can you have your consultant log in via the 7.5 client on a different computer and try viewing the task? When you log in on your computer and it works for you, that is one test and it is a good one to start with. However, that cannot tell us if the problem is with your consultant’s computer. So if you have the consultant log in via the 7.5 client on a different computer, we can see if the problem happens ONLY on their computer. You can also try deleting your consultant’s Preference file like David suggested. Thanks, Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Tester Albuquerque, NM USA nkst...@sandia.gov ITSM 7.6.04 SP2 – Windows 2008 – SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Rajesh Nair Sent: Thursday, November 01, 2012 12:42 PM To: arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] Re: Work info in task ** We use client version7.5 But changing the version of the client cannot be a solution? I doudt the workflow written on the work info for task. It does not returns on double click as it does for other module. We have to select one by one and say view.for me it work as gems but for not consultant they are able to view only the first entry On Nov 1, 2012 11:59 PM, Longwing, LJ CTR MDA/IC lj.longwing@mda.mil wrote: Yes, there is a client, but ITSM 7.6.04 does not work 'fully' in the client. I believe that is what they were referring to. -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of pascale.sterr...@daimler.com Sent: Thursday, November 01, 2012 12:23 PM To: arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] Re: Work info in task There is a 7.6.04 user tool Thick client. We are currently using it Thank you, Pascale Sterrett nkst...@sandia.gov Sent by: arslist@ARSLIST.ORG 11/01/2012 11:21 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: [EXTERNAL] Re: Work info in task ** I’m not sure offhand whether 7.1 is supposed to work with the User Tool (client). I know 7.6 is mid-tier only. And the User Tool does create a cache that occasionally gets corrupted by changes developers make on the servers. I’ve seen all sorts of odd behavior from that. Have you had the user who has this problem try logging in via the client on a different machine? If they don’t have the problem there, you can try clearing the User Tool’s cache on the affected machine. Where you go to look for the User Tool’s cache depends on what operating system your computer has and what version of the User Tool you’re running, but the location is usually the home directory associated with the installation of the User Tool (where the arcmds folder is located) Log out of Remedy, delete all folders in the home directory except for arcmds and NONE of the individual files, then have them log in and try again. Good luck! Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Tester Albuquerque, NM USA nkst...@sandia.gov ITSM 7.6.04 SP2 – Windows 2008 – SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rajesh Nair Sent: Thursday, November 01, 2012 11:57 AM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] Re: Work info in task ** One mor thing missed out tauf it via client On Nov 1, 2012 11:23 PM, Tauf Chowdhury taufc...@gmail.com wrote: ** Rajesh, It sounds like it could be a browser or browser cache issue. Did you try clearing cache and/or using different browser? Sent from my iPhone On Nov 1, 2012, at 1:48 PM, Rajesh Nair rajesh.nair@gmail.com wrote: ** Soory for the incomplete mail Have an issue seen very recently In task management if any tries to open the work info add he/she is able to open only the first work info, if we try to open the any othet then the systemdoes not select the entry. Only the first one get selected As an admin it works fine for me. I tried give the user task admin manager permission but still it does work Any ideas? Is it a defect
Re: [EXTERNAL] Re: Work info in task
Hello Listers, this issue has been fixed. This turned out to be an permisison issue. user was opening the task via problem investigation form, and it used to open in read only mode. Gave the user with Problem Manager permission instead of problem user which was earlier assinged and he was able to click on work info On Fri, Nov 2, 2012 at 11:46 AM, Rajesh Nair rajesh.nair@gmail.com wrote: I have a look at the preferences if any and also try to find out if this a similar case on any other computers as well. In case if i find something new will let u all know about it Thanks Regards On Nov 2, 2012 12:36 AM, Stroud, Natalie K nkst...@sandia.gov wrote: ** Rajesh: No, you do not need to change your client version right now. I’m having a little trouble understanding your English, but I will try to explain better. Can you have your consultant log in via the 7.5 client on a different computer and try viewing the task? When you log in on your computer and it works for you, that is one test and it is a good one to start with. However, that cannot tell us if the problem is with your consultant’s computer. So if you have the consultant log in via the 7.5 client on a different computer, we can see if the problem happens ONLY on their computer. You can also try deleting your consultant’s Preference file like David suggested. Thanks, Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Tester Albuquerque, NM USA nkst...@sandia.gov ITSM 7.6.04 SP2 – Windows 2008 – SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rajesh Nair Sent: Thursday, November 01, 2012 12:42 PM To: arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] Re: Work info in task ** We use client version7.5 But changing the version of the client cannot be a solution? I doudt the workflow written on the work info for task. It does not returns on double click as it does for other module. We have to select one by one and say view.for me it work as gems but for not consultant they are able to view only the first entry On Nov 1, 2012 11:59 PM, Longwing, LJ CTR MDA/IC lj.longwing@mda.mil wrote: Yes, there is a client, but ITSM 7.6.04 does not work 'fully' in the client. I believe that is what they were referring to. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pascale.sterr...@daimler.com Sent: Thursday, November 01, 2012 12:23 PM To: arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] Re: Work info in task There is a 7.6.04 user tool Thick client. We are currently using it Thank you, Pascale Sterrett nkst...@sandia.gov Sent by: arslist@ARSLIST.ORG 11/01/2012 11:21 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: [EXTERNAL] Re: Work info in task ** I’m not sure offhand whether 7.1 is supposed to work with the User Tool (client). I know 7.6 is mid-tier only. And the User Tool does create a cache that occasionally gets corrupted by changes developers make on the servers. I’ve seen all sorts of odd behavior from that. Have you had the user who has this problem try logging in via the client on a different machine? If they don’t have the problem there, you can try clearing the User Tool’s cache on the affected machine. Where you go to look for the User Tool’s cache depends on what operating system your computer has and what version of the User Tool you’re running, but the location is usually the home directory associated with the installation of the User Tool (where the arcmds folder is located) Log out of Remedy, delete all folders in the home directory except for arcmds and NONE of the individual files, then have them log in and try again. Good luck! Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Tester Albuquerque, NM USA nkst...@sandia.gov ITSM 7.6.04 SP2 – Windows 2008 – SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rajesh Nair Sent: Thursday, November 01, 2012 11:57 AM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] Re: Work info in task ** One mor thing missed out tauf it via client On Nov 1, 2012 11:23 PM, Tauf Chowdhury taufc...@gmail.com wrote: ** Rajesh, It sounds like it could be a browser or browser cache issue. Did you try clearing cache and/or using different browser? Sent from my iPhone On Nov 1, 2012, at 1:48 PM, Rajesh Nair rajesh.nair@gmail.com wrote: ** Soory for the incomplete mail Have an issue seen very recently In task management if any tries to open the work info add he/she is able to open only the first work info, if we try to open the any othet then the systemdoes not select the entry. Only the first one get selected As an admin it works fine for me. I tried give the user task admin manager permission but still it does work
Re: ARS Wiki
Warren, I am in full agreement that the old pdf's were more usable than the current wiki (exporting a document space to a pdf leaves you with a several thousand page pdf). However, from talking with the documentation folks at WWRUG, they are very interested in making it be the best it can be. Last week, I tested their resolve by adding a comment to one of the pages that was confusing and wasn't providing the information I needed. Reasonably quickly, maybe a day or so, someone got back to me and willingly worked with me to make that section much more readable and accurate. Overall, it was a positive experience. So make sure to add comments and suggestions to the pages you think need improving, and it should get better. Thad On Fri, Nov 2, 2012 at 8:58 AM, Warren R. Baltimore II warrenbaltim...@gmail.com wrote: ** Just to better illustrate my issue 1 hour ago, I started hunting for documentation on spoon. Specifically, how to use the darn thing! I found the section I needed releatively quickly, but when I went to convert it to PDF, it took me 30 minutes to find the sections I needed, and now it's taking 20 minutes to convert the sections to .pdf! I just want a simple doc! On Fri, Nov 2, 2012 at 11:33 AM, Shellman, David dave.shell...@te.comwrote: ** ** As I said. I prefer the OLD PDF documentation. Dave -- *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *patrick zandi *Sent:* Friday, November 02, 2012 11:32 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: ARS Wiki ** Dave: the new problem is the references in the PDF's point to links on the internet.. =8^ P On Fri, Nov 2, 2012 at 11:06 AM, Shellman, David dave.shell...@te.comwrote: ** ** I prefer the old PDF documentation. Note that on our servers, browser access to the Internet is blocked. So to access any external documentation is a multistep process. I can have the PDF's saved locally on our server that I can open. Or I can store them on my iPad to view. In each case I don't have to go searching for anything. It's in one place and clearly identified by name. Dave -- *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Warren R. Baltimore II *Sent:* Friday, November 02, 2012 10:52 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: ARS Wiki ** I get the sharing aspect of it, but the problem is that it is neither intuitive or fully baked (a BMC specialty if you ask me). It shouldn't take me an hour to find documentation and finally have to submit a helpdesk ticket to do so. And then, they send me the wrong thing because obviously, they are working with the same system (to their credit!) and can't find the right stuff either! I mentioned to a friend that when I go looking for docs anymore, I feel a little like Indiana Jones trying to find some weird artifact deep in the bowels of some dangerous tomb On Fri, Nov 2, 2012 at 9:55 AM, Drew Shuller drew.shul...@gmail.comwrote: ** Hi Warren. The Wiki takes some getting used to. I agree, it's painful, but it's very useful. I'll be reading something one day and then won't be able to find it a couple of days later. And, they seem to be adding things as we go along. I swear, there has been very useful information about 8.0 added in the last two weeks, after I started the ITSM install process. Some of the 8.0 information still refers to 7.6.4, and sometimes the information isn't where you would think it should be. I wish the website ran faster. I do miss the Master Index. But overall it's a good resource. You can add pages or entire sections to your favorites section on the Dashboard, which is a lifesaver for me. You can leave a comment on any particular page, which is a huge plus. You can see the change history of a page. You can generate a pdf or Office document of any page, or forward a page via email. So it's a living breathing set of documents that BMC seems to be updating regularly. Drew JTF-Bravo, Honduras _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- Warren R. Baltimore II Remedy Developer 410-533-5367 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- Patrick Zandi _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- Warren R. Baltimore II Remedy Developer 410-533-5367 _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: ARS Wiki
Just curious... anyone here remember being asked their opinion on this change in format prior to them doing it? That would seem like a good idea. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Friday, November 02, 2012 10:34 AM To: arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** As I said. I prefer the OLD PDF documentation. Dave From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi Sent: Friday, November 02, 2012 11:32 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** Dave: the new problem is the references in the PDF's point to links on the internet.. =8^ P On Fri, Nov 2, 2012 at 11:06 AM, Shellman, David dave.shell...@te.commailto:dave.shell...@te.com wrote: ** I prefer the old PDF documentation. Note that on our servers, browser access to the Internet is blocked. So to access any external documentation is a multistep process. I can have the PDF's saved locally on our server that I can open. Or I can store them on my iPad to view. In each case I don't have to go searching for anything. It's in one place and clearly identified by name. Dave From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II Sent: Friday, November 02, 2012 10:52 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** I get the sharing aspect of it, but the problem is that it is neither intuitive or fully baked (a BMC specialty if you ask me). It shouldn't take me an hour to find documentation and finally have to submit a helpdesk ticket to do so. And then, they send me the wrong thing because obviously, they are working with the same system (to their credit!) and can't find the right stuff either! I mentioned to a friend that when I go looking for docs anymore, I feel a little like Indiana Jones trying to find some weird artifact deep in the bowels of some dangerous tomb On Fri, Nov 2, 2012 at 9:55 AM, Drew Shuller drew.shul...@gmail.commailto:drew.shul...@gmail.com wrote: ** Hi Warren. The Wiki takes some getting used to. I agree, it's painful, but it's very useful. I'll be reading something one day and then won't be able to find it a couple of days later. And, they seem to be adding things as we go along. I swear, there has been very useful information about 8.0 added in the last two weeks, after I started the ITSM install process. Some of the 8.0 information still refers to 7.6.4, and sometimes the information isn't where you would think it should be. I wish the website ran faster. I do miss the Master Index. But overall it's a good resource. You can add pages or entire sections to your favorites section on the Dashboard, which is a lifesaver for me. You can leave a comment on any particular page, which is a huge plus. You can see the change history of a page. You can generate a pdf or Office document of any page, or forward a page via email. So it's a living breathing set of documents that BMC seems to be updating regularly. Drew JTF-Bravo, Honduras _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ -- Warren R. Baltimore II Remedy Developer 410-533-5367tel:410-533-5367 _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_ -- Patrick Zandi _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
Re: ARS Wiki
AT WWRUG12, BMC/Remedy was formally asking people's opinions of the new documentation. Any one could schedule time to sit with the developers and discuss. Dave From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark Sent: Friday, November 02, 2012 12:27 PM To: arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** Just curious... anyone here remember being asked their opinion on this change in format prior to them doing it? That would seem like a good idea. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Friday, November 02, 2012 10:34 AM To: arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** As I said. I prefer the OLD PDF documentation. Dave From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi Sent: Friday, November 02, 2012 11:32 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** Dave: the new problem is the references in the PDF's point to links on the internet.. =8^ P On Fri, Nov 2, 2012 at 11:06 AM, Shellman, David dave.shell...@te.commailto:dave.shell...@te.com wrote: ** I prefer the old PDF documentation. Note that on our servers, browser access to the Internet is blocked. So to access any external documentation is a multistep process. I can have the PDF's saved locally on our server that I can open. Or I can store them on my iPad to view. In each case I don't have to go searching for anything. It's in one place and clearly identified by name. Dave From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II Sent: Friday, November 02, 2012 10:52 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** I get the sharing aspect of it, but the problem is that it is neither intuitive or fully baked (a BMC specialty if you ask me). It shouldn't take me an hour to find documentation and finally have to submit a helpdesk ticket to do so. And then, they send me the wrong thing because obviously, they are working with the same system (to their credit!) and can't find the right stuff either! I mentioned to a friend that when I go looking for docs anymore, I feel a little like Indiana Jones trying to find some weird artifact deep in the bowels of some dangerous tomb On Fri, Nov 2, 2012 at 9:55 AM, Drew Shuller drew.shul...@gmail.commailto:drew.shul...@gmail.com wrote: ** Hi Warren. The Wiki takes some getting used to. I agree, it's painful, but it's very useful. I'll be reading something one day and then won't be able to find it a couple of days later. And, they seem to be adding things as we go along. I swear, there has been very useful information about 8.0 added in the last two weeks, after I started the ITSM install process. Some of the 8.0 information still refers to 7.6.4, and sometimes the information isn't where you would think it should be. I wish the website ran faster. I do miss the Master Index. But overall it's a good resource. You can add pages or entire sections to your favorites section on the Dashboard, which is a lifesaver for me. You can leave a comment on any particular page, which is a huge plus. You can see the change history of a page. You can generate a pdf or Office document of any page, or forward a page via email. So it's a living breathing set of documents that BMC seems to be updating regularly. Drew JTF-Bravo, Honduras _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ -- Warren R. Baltimore II Remedy Developer 410-533-5367tel:410-533-5367 _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_ -- Patrick Zandi _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
Re: ARS Wiki
ARS 8 was released September 20, correct? So asking for opinions on the change a month later at RUG isn't what I'm suggesting. I'm asking if proper consultation with the developer community... the primary users of such documentation... was held prior to making the decision. Apparently not, given the current discussion. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Friday, November 02, 2012 11:30 AM To: arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** AT WWRUG12, BMC/Remedy was formally asking people's opinions of the new documentation. Any one could schedule time to sit with the developers and discuss. Dave From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark Sent: Friday, November 02, 2012 12:27 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** Just curious... anyone here remember being asked their opinion on this change in format prior to them doing it? That would seem like a good idea. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Friday, November 02, 2012 10:34 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** As I said. I prefer the OLD PDF documentation. Dave From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi Sent: Friday, November 02, 2012 11:32 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** Dave: the new problem is the references in the PDF's point to links on the internet.. =8^ P On Fri, Nov 2, 2012 at 11:06 AM, Shellman, David dave.shell...@te.commailto:dave.shell...@te.com wrote: ** I prefer the old PDF documentation. Note that on our servers, browser access to the Internet is blocked. So to access any external documentation is a multistep process. I can have the PDF's saved locally on our server that I can open. Or I can store them on my iPad to view. In each case I don't have to go searching for anything. It's in one place and clearly identified by name. Dave From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II Sent: Friday, November 02, 2012 10:52 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** I get the sharing aspect of it, but the problem is that it is neither intuitive or fully baked (a BMC specialty if you ask me). It shouldn't take me an hour to find documentation and finally have to submit a helpdesk ticket to do so. And then, they send me the wrong thing because obviously, they are working with the same system (to their credit!) and can't find the right stuff either! I mentioned to a friend that when I go looking for docs anymore, I feel a little like Indiana Jones trying to find some weird artifact deep in the bowels of some dangerous tomb On Fri, Nov 2, 2012 at 9:55 AM, Drew Shuller drew.shul...@gmail.commailto:drew.shul...@gmail.com wrote: ** Hi Warren. The Wiki takes some getting used to. I agree, it's painful, but it's very useful. I'll be reading something one day and then won't be able to find it a couple of days later. And, they seem to be adding things as we go along. I swear, there has been very useful information about 8.0 added in the last two weeks, after I started the ITSM install process. Some of the 8.0 information still refers to 7.6.4, and sometimes the information isn't where you would think it should be. I wish the website ran faster. I do miss the Master Index. But overall it's a good resource. You can add pages or entire sections to your favorites section on the Dashboard, which is a lifesaver for me. You can leave a comment on any particular page, which is a huge plus. You can see the change history of a page. You can generate a pdf or Office document of any page, or forward a page via email. So it's a living breathing set of documents that BMC seems to be updating regularly. Drew JTF-Bravo, Honduras _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ -- Warren R. Baltimore II Remedy Developer 410-533-5367tel:410-533-5367 _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_ -- Patrick Zandi _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
Re: ARS Wiki
FYI, the wiki documentation was demonstrated at WWRUG11. It looked pretty cool at the demonstration and since we're not on V8 I haven't had the need to use the real thing yet. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark Sent: Friday, November 02, 2012 9:38 AM To: arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** ARS 8 was released September 20, correct? So asking for opinions on the change a month later at RUG isn't what I'm suggesting. I'm asking if proper consultation with the developer community... the primary users of such documentation... was held prior to making the decision. Apparently not, given the current discussion. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Friday, November 02, 2012 11:30 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** AT WWRUG12, BMC/Remedy was formally asking people's opinions of the new documentation. Any one could schedule time to sit with the developers and discuss. Dave From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark Sent: Friday, November 02, 2012 12:27 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** Just curious... anyone here remember being asked their opinion on this change in format prior to them doing it? That would seem like a good idea. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Friday, November 02, 2012 10:34 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** As I said. I prefer the OLD PDF documentation. Dave From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi Sent: Friday, November 02, 2012 11:32 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** Dave: the new problem is the references in the PDF's point to links on the internet.. =8^ P On Fri, Nov 2, 2012 at 11:06 AM, Shellman, David dave.shell...@te.commailto:dave.shell...@te.com wrote: ** I prefer the old PDF documentation. Note that on our servers, browser access to the Internet is blocked. So to access any external documentation is a multistep process. I can have the PDF's saved locally on our server that I can open. Or I can store them on my iPad to view. In each case I don't have to go searching for anything. It's in one place and clearly identified by name. Dave From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II Sent: Friday, November 02, 2012 10:52 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** I get the sharing aspect of it, but the problem is that it is neither intuitive or fully baked (a BMC specialty if you ask me). It shouldn't take me an hour to find documentation and finally have to submit a helpdesk ticket to do so. And then, they send me the wrong thing because obviously, they are working with the same system (to their credit!) and can't find the right stuff either! I mentioned to a friend that when I go looking for docs anymore, I feel a little like Indiana Jones trying to find some weird artifact deep in the bowels of some dangerous tomb On Fri, Nov 2, 2012 at 9:55 AM, Drew Shuller drew.shul...@gmail.commailto:drew.shul...@gmail.com wrote: ** Hi Warren. The Wiki takes some getting used to. I agree, it's painful, but it's very useful. I'll be reading something one day and then won't be able to find it a couple of days later. And, they seem to be adding things as we go along. I swear, there has been very useful information about 8.0 added in the last two weeks, after I started the ITSM install process. Some of the 8.0 information still refers to 7.6.4, and sometimes the information isn't where you would think it should be. I wish the website ran faster. I do miss the Master Index. But overall it's a good resource. You can add pages or entire sections to your favorites section on the Dashboard, which is a lifesaver for me. You can leave a comment on any particular page, which is a huge plus. You can see the change history of a page. You can generate a pdf or Office document of any page, or forward a page via email. So it's a living breathing set of documents that BMC seems to be updating regularly. Drew JTF-Bravo, Honduras _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ -- Warren R. Baltimore II Remedy Developer 410-533-5367tel:410-533-5367 _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_
Re: ARS Wiki
As with many things I am sure that there were discussions. How large of a community I'm not sure. Look at how much knowledge is derived from Wikipedia these days. Dave From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark Sent: Friday, November 02, 2012 12:38 PM To: arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** ARS 8 was released September 20, correct? So asking for opinions on the change a month later at RUG isn't what I'm suggesting. I'm asking if proper consultation with the developer community... the primary users of such documentation... was held prior to making the decision. Apparently not, given the current discussion. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Friday, November 02, 2012 11:30 AM To: arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** AT WWRUG12, BMC/Remedy was formally asking people's opinions of the new documentation. Any one could schedule time to sit with the developers and discuss. Dave From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark Sent: Friday, November 02, 2012 12:27 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** Just curious... anyone here remember being asked their opinion on this change in format prior to them doing it? That would seem like a good idea. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Friday, November 02, 2012 10:34 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** As I said. I prefer the OLD PDF documentation. Dave From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi Sent: Friday, November 02, 2012 11:32 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** Dave: the new problem is the references in the PDF's point to links on the internet.. =8^ P On Fri, Nov 2, 2012 at 11:06 AM, Shellman, David dave.shell...@te.commailto:dave.shell...@te.com wrote: ** I prefer the old PDF documentation. Note that on our servers, browser access to the Internet is blocked. So to access any external documentation is a multistep process. I can have the PDF's saved locally on our server that I can open. Or I can store them on my iPad to view. In each case I don't have to go searching for anything. It's in one place and clearly identified by name. Dave From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II Sent: Friday, November 02, 2012 10:52 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** I get the sharing aspect of it, but the problem is that it is neither intuitive or fully baked (a BMC specialty if you ask me). It shouldn't take me an hour to find documentation and finally have to submit a helpdesk ticket to do so. And then, they send me the wrong thing because obviously, they are working with the same system (to their credit!) and can't find the right stuff either! I mentioned to a friend that when I go looking for docs anymore, I feel a little like Indiana Jones trying to find some weird artifact deep in the bowels of some dangerous tomb On Fri, Nov 2, 2012 at 9:55 AM, Drew Shuller drew.shul...@gmail.commailto:drew.shul...@gmail.com wrote: ** Hi Warren. The Wiki takes some getting used to. I agree, it's painful, but it's very useful. I'll be reading something one day and then won't be able to find it a couple of days later. And, they seem to be adding things as we go along. I swear, there has been very useful information about 8.0 added in the last two weeks, after I started the ITSM install process. Some of the 8.0 information still refers to 7.6.4, and sometimes the information isn't where you would think it should be. I wish the website ran faster. I do miss the Master Index. But overall it's a good resource. You can add pages or entire sections to your favorites section on the Dashboard, which is a lifesaver for me. You can leave a comment on any particular page, which is a huge plus. You can see the change history of a page. You can generate a pdf or Office document of any page, or forward a page via email. So it's a living breathing set of documents that BMC seems to be updating regularly. Drew JTF-Bravo, Honduras _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ -- Warren R. Baltimore II Remedy Developer 410-533-5367tel:410-533-5367 _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_
Re: ARS Wiki
Something about Colbert and bears comes to mind... From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Friday, November 02, 2012 11:41 AM To: arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** As with many things I am sure that there were discussions. How large of a community I'm not sure. Look at how much knowledge is derived from Wikipedia these days. Dave From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark Sent: Friday, November 02, 2012 12:38 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** ARS 8 was released September 20, correct? So asking for opinions on the change a month later at RUG isn't what I'm suggesting. I'm asking if proper consultation with the developer community... the primary users of such documentation... was held prior to making the decision. Apparently not, given the current discussion. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Friday, November 02, 2012 11:30 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** AT WWRUG12, BMC/Remedy was formally asking people's opinions of the new documentation. Any one could schedule time to sit with the developers and discuss. Dave From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark Sent: Friday, November 02, 2012 12:27 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** Just curious... anyone here remember being asked their opinion on this change in format prior to them doing it? That would seem like a good idea. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Friday, November 02, 2012 10:34 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** As I said. I prefer the OLD PDF documentation. Dave From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi Sent: Friday, November 02, 2012 11:32 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** Dave: the new problem is the references in the PDF's point to links on the internet.. =8^ P On Fri, Nov 2, 2012 at 11:06 AM, Shellman, David dave.shell...@te.commailto:dave.shell...@te.com wrote: ** I prefer the old PDF documentation. Note that on our servers, browser access to the Internet is blocked. So to access any external documentation is a multistep process. I can have the PDF's saved locally on our server that I can open. Or I can store them on my iPad to view. In each case I don't have to go searching for anything. It's in one place and clearly identified by name. Dave From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II Sent: Friday, November 02, 2012 10:52 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** I get the sharing aspect of it, but the problem is that it is neither intuitive or fully baked (a BMC specialty if you ask me). It shouldn't take me an hour to find documentation and finally have to submit a helpdesk ticket to do so. And then, they send me the wrong thing because obviously, they are working with the same system (to their credit!) and can't find the right stuff either! I mentioned to a friend that when I go looking for docs anymore, I feel a little like Indiana Jones trying to find some weird artifact deep in the bowels of some dangerous tomb On Fri, Nov 2, 2012 at 9:55 AM, Drew Shuller drew.shul...@gmail.commailto:drew.shul...@gmail.com wrote: ** Hi Warren. The Wiki takes some getting used to. I agree, it's painful, but it's very useful. I'll be reading something one day and then won't be able to find it a couple of days later. And, they seem to be adding things as we go along. I swear, there has been very useful information about 8.0 added in the last two weeks, after I started the ITSM install process. Some of the 8.0 information still refers to 7.6.4, and sometimes the information isn't where you would think it should be. I wish the website ran faster. I do miss the Master Index. But overall it's a good resource. You can add pages or entire sections to your favorites section on the Dashboard, which is a lifesaver for me. You can leave a comment on any particular page, which is a huge plus. You can see the change history of a page. You can generate a pdf or Office document of any page, or
Re: ARS Wiki
Sadly a lot of Remedy power users cannot attend RUGS. Dropping a note here would seem a good idea. Always a chance that I missed one of course. If so, my apologies. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Friday, November 02, 2012 11:40 AM To: arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** FYI, the wiki documentation was demonstrated at WWRUG11. It looked pretty cool at the demonstration and since we're not on V8 I haven't had the need to use the real thing yet. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark Sent: Friday, November 02, 2012 9:38 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** ARS 8 was released September 20, correct? So asking for opinions on the change a month later at RUG isn't what I'm suggesting. I'm asking if proper consultation with the developer community... the primary users of such documentation... was held prior to making the decision. Apparently not, given the current discussion. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Friday, November 02, 2012 11:30 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** AT WWRUG12, BMC/Remedy was formally asking people's opinions of the new documentation. Any one could schedule time to sit with the developers and discuss. Dave From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark Sent: Friday, November 02, 2012 12:27 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** Just curious... anyone here remember being asked their opinion on this change in format prior to them doing it? That would seem like a good idea. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Friday, November 02, 2012 10:34 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** As I said. I prefer the OLD PDF documentation. Dave From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi Sent: Friday, November 02, 2012 11:32 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** Dave: the new problem is the references in the PDF's point to links on the internet.. =8^ P On Fri, Nov 2, 2012 at 11:06 AM, Shellman, David dave.shell...@te.commailto:dave.shell...@te.com wrote: ** I prefer the old PDF documentation. Note that on our servers, browser access to the Internet is blocked. So to access any external documentation is a multistep process. I can have the PDF's saved locally on our server that I can open. Or I can store them on my iPad to view. In each case I don't have to go searching for anything. It's in one place and clearly identified by name. Dave From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II Sent: Friday, November 02, 2012 10:52 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** I get the sharing aspect of it, but the problem is that it is neither intuitive or fully baked (a BMC specialty if you ask me). It shouldn't take me an hour to find documentation and finally have to submit a helpdesk ticket to do so. And then, they send me the wrong thing because obviously, they are working with the same system (to their credit!) and can't find the right stuff either! I mentioned to a friend that when I go looking for docs anymore, I feel a little like Indiana Jones trying to find some weird artifact deep in the bowels of some dangerous tomb On Fri, Nov 2, 2012 at 9:55 AM, Drew Shuller drew.shul...@gmail.commailto:drew.shul...@gmail.com wrote: ** Hi Warren. The Wiki takes some getting used to. I agree, it's painful, but it's very useful. I'll be reading something one day and then won't be able to find it a couple of days later. And, they seem to be adding things as we go along. I swear, there has been very useful information about 8.0 added in the last two weeks, after I started the ITSM install process. Some of the 8.0 information still refers to 7.6.4, and sometimes the information isn't where you would think it should be. I wish the website ran faster. I do miss the Master Index. But overall it's a good resource. You can add pages or entire sections to your favorites section on the Dashboard, which is a lifesaver for me. You can leave a comment on any particular page, which is a huge plus. You can see the change history of a page. You can
Re: ARS Wiki
Warren, I am so glad I am not the only one! I tried for hours to find the What's new for version 8. End up getting 1 document with over 4000 pages. I tried to get it a second time because I was to stupid to save it the first time. Took me another hour or so to find it again. This is not intuitive at all. I don't need all the pdf, just the one I will be using. I want the old one so badly! Thank you, Pascale Sterrett Kenavo ar wech all warrenbaltim...@gmail.com Sent by: arslist@ARSLIST.ORG 11/02/2012 06:39 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject ARS Wiki ** I've been banging my head against this new WIKI for a few weeks now. Does anyone else find it to be a painful process when looking for current documentation? Why can't we just have 1 web page that has all product documentation? -- Warren R. Baltimore II Remedy Developer 410-533-5367 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ If you are not the intended addressee, please inform us immediately that you have received this e-mail in error, and delete it. We thank you for your cooperation. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ARS Wiki
David, Let's see... BMC discussed the idea of changing to wiki based documentation at WWRUG 2011 in the general session (I know because I discussed it). And, this has been talked about in User Groups and other gatherings in the year since then. BMC has some products that are using wiki based documentation - the ADDM product for example - and have been for several years and have gotten a lot of positive customer feedback on the concept. BMC did have discussions with various advisory boards and customers in general about the concept of moving to a new approach for documentation and received pretty much universal comments that a move to a more interactive approach that is available from anywhere, can be linked easily, can be commented on and updated quickly was a good approach to take. No, BMC did not talk with every customer individually about the change, but there was over a year of prior discussion that there was going to be a change and there was exploration of the topic with many customers well in advance of any move. Yes this is different (and I am someone who loves books and want the paper in my hands and refuses to use electronic books of any form). There is a different feel and there is a different interaction paradigm. There have been several comments from folks where there have been problems interacting with the docs. If you have comments/suggestions about specific data or specific pages, definitely use the comments section and as has been shared, the doc team is actively watching and responding to comments. If there are larger issues like general navigation concerns or problems getting to functions like printing, just include a note in your posting that you would be willing to talk with the doc team about your experience and I am sure that I can have someone in contact with you to listen to your feedback (just like there was a team at WWRUG 2012 to do just that) and see if there isn't something more generic that can be changed. Overall, the idea of online doc, more wiki style is a style of documentation that more and more customers are asking for and expecting. There was a similar reaction to the change from printed documents to on-line only documents that happened 5 to 7 years ago. If you are having challenges, please leave comments or volunteer to have a discussion with the doc team so they can provide the best doc experience possible. Doug Mueller From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark Sent: Friday, November 02, 2012 9:38 AM To: arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** ARS 8 was released September 20, correct? So asking for opinions on the change a month later at RUG isn't what I'm suggesting. I'm asking if proper consultation with the developer community... the primary users of such documentation... was held prior to making the decision. Apparently not, given the current discussion. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Friday, November 02, 2012 11:30 AM To: arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** AT WWRUG12, BMC/Remedy was formally asking people's opinions of the new documentation. Any one could schedule time to sit with the developers and discuss. Dave From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark Sent: Friday, November 02, 2012 12:27 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** Just curious... anyone here remember being asked their opinion on this change in format prior to them doing it? That would seem like a good idea. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Friday, November 02, 2012 10:34 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** As I said. I prefer the OLD PDF documentation. Dave From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi Sent: Friday, November 02, 2012 11:32 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** Dave: the new problem is the references in the PDF's point to links on the internet.. =8^ P On Fri, Nov 2, 2012 at 11:06 AM, Shellman, David dave.shell...@te.commailto:dave.shell...@te.com wrote: ** I prefer the old PDF documentation. Note that on our servers, browser access to the Internet is blocked. So to access any external documentation is a multistep process. I can have the PDF's saved locally on our server that I can open. Or I can store them on my iPad to view. In each case I don't have to go searching for anything. It's in one place and clearly identified by name. Dave
Re: ARS Wiki
Allow me to summarize: Get Over It! (David Easter may need to add a new verse to his song). I first encountered the wiki form of documentation for ADDM, and it never seemed to match the system, But that was maintenance no wiki per se at issue. The folks working on the Wiki documentation were at the BMC booth last year at WWRUG11. Wiki: better for searching when you don't know where something is Pdf: Better for reading about a specific topic when you do know where it is and for not being on-line Is there a way to take the Wiki stuff off line to my iPad or laptop? Convert to .pdf constantly blows up when I try it Lol Daniel From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug Sent: November 2, 2012 12:52 PM To: arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** David, Let's see. BMC discussed the idea of changing to wiki based documentation at WWRUG 2011 in the general session (I know because I discussed it). And, this has been talked about in User Groups and other gatherings in the year since then. BMC has some products that are using wiki based documentation - the ADDM product for example - and have been for several years and have gotten a lot of positive customer feedback on the concept. BMC did have discussions with various advisory boards and customers in general about the concept of moving to a new approach for documentation and received pretty much universal comments that a move to a more interactive approach that is available from anywhere, can be linked easily, can be commented on and updated quickly was a good approach to take. No, BMC did not talk with every customer individually about the change, but there was over a year of prior discussion that there was going to be a change and there was exploration of the topic with many customers well in advance of any move. Yes this is different (and I am someone who loves books and want the paper in my hands and refuses to use electronic books of any form). There is a different feel and there is a different interaction paradigm. There have been several comments from folks where there have been problems interacting with the docs. If you have comments/suggestions about specific data or specific pages, definitely use the comments section and as has been shared, the doc team is actively watching and responding to comments. If there are larger issues like general navigation concerns or problems getting to functions like printing, just include a note in your posting that you would be willing to talk with the doc team about your experience and I am sure that I can have someone in contact with you to listen to your feedback (just like there was a team at WWRUG 2012 to do just that) and see if there isn't something more generic that can be changed. Overall, the idea of online doc, more wiki style is a style of documentation that more and more customers are asking for and expecting. There was a similar reaction to the change from printed documents to on-line only documents that happened 5 to 7 years ago. If you are having challenges, please leave comments or volunteer to have a discussion with the doc team so they can provide the best doc experience possible. Doug Mueller From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark Sent: Friday, November 02, 2012 9:38 AM To: arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** ARS 8 was released September 20, correct? So asking for opinions on the change a month later at RUG isn't what I'm suggesting. I'm asking if proper consultation with the developer community. the primary users of such documentation. was held prior to making the decision. Apparently not, given the current discussion. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Friday, November 02, 2012 11:30 AM To: arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** AT WWRUG12, BMC/Remedy was formally asking people's opinions of the new documentation. Any one could schedule time to sit with the developers and discuss. Dave _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark Sent: Friday, November 02, 2012 12:27 PM To: arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** Just curious. anyone here remember being asked their opinion on this change in format prior to them doing it? That would seem like a good idea. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Friday, November 02, 2012 10:34 AM To: arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** As I said. I prefer the OLD PDF documentation. Dave _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi Sent: Friday, November
Re: ARS Wiki
I believe the wiki was used for all the ITSM 8.0 beta customers, so we got feedback through that as well. I am personally a big fan of locally stored PDFs; but once I learned out to create complex ones from the wiki my life was good. (Go to browse/advanced first; select pdf export; select the pages you want in your doc; then click export) I know - I still want the set of PDFs available pre-made when a new version comes out without it being one huge doc... I love the master index. But how many times do people complain about doc bugs that never get corrected until the next version comes out? Still some tweaking to be done on the site, but I think as we all get used to it we'll be happier with it! Anne From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug Sent: Friday, November 02, 2012 9:52 AM To: arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** David, Let's see... BMC discussed the idea of changing to wiki based documentation at WWRUG 2011 in the general session (I know because I discussed it). And, this has been talked about in User Groups and other gatherings in the year since then. BMC has some products that are using wiki based documentation - the ADDM product for example - and have been for several years and have gotten a lot of positive customer feedback on the concept. BMC did have discussions with various advisory boards and customers in general about the concept of moving to a new approach for documentation and received pretty much universal comments that a move to a more interactive approach that is available from anywhere, can be linked easily, can be commented on and updated quickly was a good approach to take. No, BMC did not talk with every customer individually about the change, but there was over a year of prior discussion that there was going to be a change and there was exploration of the topic with many customers well in advance of any move. Yes this is different (and I am someone who loves books and want the paper in my hands and refuses to use electronic books of any form). There is a different feel and there is a different interaction paradigm. There have been several comments from folks where there have been problems interacting with the docs. If you have comments/suggestions about specific data or specific pages, definitely use the comments section and as has been shared, the doc team is actively watching and responding to comments. If there are larger issues like general navigation concerns or problems getting to functions like printing, just include a note in your posting that you would be willing to talk with the doc team about your experience and I am sure that I can have someone in contact with you to listen to your feedback (just like there was a team at WWRUG 2012 to do just that) and see if there isn't something more generic that can be changed. Overall, the idea of online doc, more wiki style is a style of documentation that more and more customers are asking for and expecting. There was a similar reaction to the change from printed documents to on-line only documents that happened 5 to 7 years ago. If you are having challenges, please leave comments or volunteer to have a discussion with the doc team so they can provide the best doc experience possible. Doug Mueller From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark Sent: Friday, November 02, 2012 9:38 AM To: arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** ARS 8 was released September 20, correct? So asking for opinions on the change a month later at RUG isn't what I'm suggesting. I'm asking if proper consultation with the developer community... the primary users of such documentation... was held prior to making the decision. Apparently not, given the current discussion. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Friday, November 02, 2012 11:30 AM To: arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** AT WWRUG12, BMC/Remedy was formally asking people's opinions of the new documentation. Any one could schedule time to sit with the developers and discuss. Dave From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark Sent: Friday, November 02, 2012 12:27 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** Just curious... anyone here remember being asked their opinion on this change in format prior to them doing it? That would seem like a good idea. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Friday, November 02, 2012 10:34 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** As I said. I prefer the
Re: ARS Wiki
Get over it? Nice. Exactly the kind of customer service we've come to expect. I don't see this as being nearly so traumatic as the weaning process from the printed books was to many people. I'm just observing that the change seems to be problematic and semi-traumatic to our early-adopters here, hence the general tone of the thread. If this list is an important source for the exchange of ideas within the developer community, I still ask if the concept was ever floated here prior to implementation. Again, if I missed that thread... my apologies. I'm wagering that the positive feedback for use of the Wiki format would have been limited. I used the books. I used the PDFs. I'll use the Wiki. I'll use the chip implanted into my skull when the time comes. -D From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of arslist Sent: Friday, November 02, 2012 12:05 PM To: arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** Allow me to summarize: Get Over It! (David Easter may need to add a new verse to his song). I first encountered the wiki form of documentation for ADDM, and it never seemed to match the system, But that was maintenance no wiki per se at issue. The folks working on the Wiki documentation were at the BMC booth last year at WWRUG11. Wiki: better for searching when you don't know where something is Pdf: Better for reading about a specific topic when you do know where it is and for not being on-line Is there a way to take the Wiki stuff off line to my iPad or laptop? Convert to .pdf constantly blows up when I try it Lol Daniel From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug Sent: November 2, 2012 12:52 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** David, Let's see... BMC discussed the idea of changing to wiki based documentation at WWRUG 2011 in the general session (I know because I discussed it). And, this has been talked about in User Groups and other gatherings in the year since then. BMC has some products that are using wiki based documentation - the ADDM product for example - and have been for several years and have gotten a lot of positive customer feedback on the concept. BMC did have discussions with various advisory boards and customers in general about the concept of moving to a new approach for documentation and received pretty much universal comments that a move to a more interactive approach that is available from anywhere, can be linked easily, can be commented on and updated quickly was a good approach to take. No, BMC did not talk with every customer individually about the change, but there was over a year of prior discussion that there was going to be a change and there was exploration of the topic with many customers well in advance of any move. Yes this is different (and I am someone who loves books and want the paper in my hands and refuses to use electronic books of any form). There is a different feel and there is a different interaction paradigm. There have been several comments from folks where there have been problems interacting with the docs. If you have comments/suggestions about specific data or specific pages, definitely use the comments section and as has been shared, the doc team is actively watching and responding to comments. If there are larger issues like general navigation concerns or problems getting to functions like printing, just include a note in your posting that you would be willing to talk with the doc team about your experience and I am sure that I can have someone in contact with you to listen to your feedback (just like there was a team at WWRUG 2012 to do just that) and see if there isn't something more generic that can be changed. Overall, the idea of online doc, more wiki style is a style of documentation that more and more customers are asking for and expecting. There was a similar reaction to the change from printed documents to on-line only documents that happened 5 to 7 years ago. If you are having challenges, please leave comments or volunteer to have a discussion with the doc team so they can provide the best doc experience possible. Doug Mueller From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark Sent: Friday, November 02, 2012 9:38 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** ARS 8 was released September 20, correct? So asking for opinions on the change a month later at RUG isn't what I'm suggesting. I'm asking if proper consultation with the developer community... the primary users of such documentation... was held prior to making the decision. Apparently not, given the current discussion. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Friday,
Re: ARS Wiki
https://docs.bmc.com/docs/display/public/ars8000/PDFs Ready-made PDFs of this space The following table provides ready-made PDFs that contain snapshots of the content in this space. Ready-made PDFs are created for new releases and service packs at the time of their release. Although these PDFs contain all topics, the content of some topics is better suited for online viewing. Ready-made PDFs Snapshot Date File size Version 8.0.00 https://docs.bmc.com/docs/download/attachments/149489769/ars8000-092012.pdf?version=1modificationDate=1348177012000 September 20, 2012 27,412 KB -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:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Friday, November 02, 2012 11:31 AM To: arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** I believe you can download the entire set of docs and load it on your own web server Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of arslist Sent: Friday, November 02, 2012 12:05 PM To: arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** Allow me to summarize: Get Over It! (David Easter may need to add a new verse to his song). I first encountered the wiki form of documentation for ADDM, and it never seemed to match the system, But that was maintenance no wiki per se at issue. The folks working on the Wiki documentation were at the BMC booth last year at WWRUG11. Wiki: better for searching when you don't know where something is Pdf: Better for reading about a specific topic when you do know where it is and for not being on-line Is there a way to take the Wiki stuff off line to my iPad or laptop? Convert to .pdf constantly blows up when I try it Lol Daniel -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug Sent: November 2, 2012 12:52 PM To: arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** David, Let's see... BMC discussed the idea of changing to wiki based documentation at WWRUG 2011 in the general session (I know because I discussed it). And, this has been talked about in User Groups and other gatherings in the year since then. BMC has some products that are using wiki based documentation - the ADDM product for example - and have been for several years and have gotten a lot of positive customer feedback on the concept. BMC did have discussions with various advisory boards and customers in general about the concept of moving to a new approach for documentation and received pretty much universal comments that a move to a more interactive approach that is available from anywhere, can be linked easily, can be commented on and updated quickly was a good approach to take. No, BMC did not talk with every customer individually about the change, but there was over a year of prior discussion that there was going to be a change and there was exploration of the topic with many customers well in advance of any move. Yes this is different (and I am someone who loves books and want the paper in my hands and refuses to use electronic books of any form). There is a different feel and there is a different interaction paradigm. There have been several comments from folks where there have been problems interacting with the docs. If you have comments/suggestions about specific data or specific pages, definitely use the comments section and as has been shared, the doc team is actively watching and responding to comments. If there are larger issues like general navigation concerns or problems getting to functions like printing, just include a note in your posting that you would be willing to talk with the doc team about your experience and I am sure that I can have someone in contact with you to listen to your feedback (just like there was a team at WWRUG 2012 to do just that) and see if there isn't something more generic that can be changed. Overall, the idea of online doc, more wiki style is a style of documentation that more and more customers are asking for and expecting. There was a similar reaction to the change from printed documents to on-line only documents that happened 5 to 7 years ago. If you are having challenges, please leave comments or volunteer to have a discussion with the doc team so they can provide the best doc experience possible. Doug Mueller -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark Sent: Friday, November 02,
Re: ARS Wiki
I think all of this is the result of growing pains. The Wiki format is new for Remedy. It has some kinks to be worked out to make it easier to use. Our collective efforts in using and maintaining the site will improve the usability, over time. One suggestion I'd like to make is around the general organization of the documentation. Splunk uses something similar to confluence to manage it's documentation, but the site is a bit better organized: http://docs.splunk.com/Documentation/Splunk On the front page of the documentation, you can basically select the documentation you would like to view (which, coincidentally is organized like the pdf manuals from previous releases of Remedy). Once you drill into one manual, you can download that part of the documentation set as a pdf. So, this gives something similar to the previous pdf arrangement, while at the same time incorporating the best of what a Wiki has to offer (continuous updates, search and index capabilities, etc.). I would like to see a better method of organization on the BMC Remedy documentation site. Something that bridges the gap between the organization of the documentation and the format. If something similar to Splunk's implementation were adopted, I think it would go a long way in the right direction. Another area that I see will be a challenge is the management of documentation for multiple releases. Right now only version 8 is documented using this method. When additional versions are documented using this method, a good design/plan needs to be used or else finding the right things will get even harder. Axton Grams On Fri, Nov 2, 2012 at 1:38 PM, Shellman, David dave.shell...@te.comwrote: ** ** Thanks -- *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Easter, David *Sent:* Friday, November 02, 2012 2:33 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: ARS Wiki ** https://docs.bmc.com/docs/display/public/ars8000/PDFs ** ** Ready-made PDFs of this space The following table provides ready-made PDFs that contain snapshots of the content in this space. Ready-made PDFs are created for new releases and service packs at the time of their release. Although these PDFs contain all topics, the content of some topics is better suited for online viewing.*** * *Ready-made PDFs* *Snapshot * *Date * *File size * Version 8.0.00 https://docs.bmc.com/docs/download/attachments/149489769/ars8000-092012.pdf?version=1modificationDate=1348177012000 September 20, 2012 *27,412* KB ** ** ** ** -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: arslist@ARSLIST.ORG] *On Behalf Of *Grooms, Frederick W *Sent:* Friday, November 02, 2012 11:31 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: ARS Wiki ** ** ** I believe you can download the entire set of docs and load it on your own web server ** ** Fred ** ** -Original Message- *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *arslist *Sent:* Friday, November 02, 2012 12:05 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: ARS Wiki ** ** ** Allow me to summarize: Get Over It! (David Easter may need to add a new verse to his song). ** ** I first encountered the wiki form of documentation for ADDM, and it never seemed to match the system, But that was maintenance no wiki per se at issue. ** ** The folks working on the Wiki documentation were at the BMC booth last year at WWRUG11. ** ** Wiki: better for searching when you don’t know where something is Pdf: Better for reading about a specific topic when you do know where it is and for not being on-line ** ** Is there a way to take the Wiki stuff off line to my iPad or laptop? Convert to .pdf constantly blows up when I try it ** ** Lol Daniel ** ** -Original Message- *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Mueller, Doug *Sent:* November 2, 2012 12:52 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: ARS Wiki ** ** ** David, ** ** Let's see… ** ** BMC discussed the idea of changing to wiki based documentation at WWRUG 2011 in the general session (I know because I discussed it). And, this has been talked about in User Groups and other gatherings in the year since
Re: ARS Wiki
From my perspective, wiki pages are great for documentation that is dynamic and needs constant maintenance. It makes a lot of sense for a tool like ADDM since the TKUs contain different updates for different applications and models that need to be updated regularly. However, also on the ADDM example, the installation guide should not be in a wiki format. The primary reason being that I don't want a dynamic web of content - just a static set of steps to get from point A to point B. Another issue I see with using a wiki for documentation is that the approach appears to be a response to errors in the BMC documentation team's editing process. A wiki works well for documenting things external to the person doing the writing. It doesn't seem to be designed to be used from a source of authority. Imagine if there was a wiki application used by architects for designing buildings. If the architect is constantly tweaking the plans on their wiki, how will the builders ever complete construction? As the source of authority, it seems like BMC would be better off with installation, configuration, and user guides at a minimum in a static format for each version. Wikis could be used as a knowledge base or for purposes of documenting things outside of BMC's control. Just to note, we haven't gone to ARS or ITSM 8.0 yet so I haven't actually interacted with BMC's wiki documentation so my opinions are in general not based on Remedy specific experiences. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug Sent: Friday, November 02, 2012 11:52 AM To: arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** David, Let's see... BMC discussed the idea of changing to wiki based documentation at WWRUG 2011 in the general session (I know because I discussed it). And, this has been talked about in User Groups and other gatherings in the year since then. BMC has some products that are using wiki based documentation - the ADDM product for example - and have been for several years and have gotten a lot of positive customer feedback on the concept. BMC did have discussions with various advisory boards and customers in general about the concept of moving to a new approach for documentation and received pretty much universal comments that a move to a more interactive approach that is available from anywhere, can be linked easily, can be commented on and updated quickly was a good approach to take. No, BMC did not talk with every customer individually about the change, but there was over a year of prior discussion that there was going to be a change and there was exploration of the topic with many customers well in advance of any move. Yes this is different (and I am someone who loves books and want the paper in my hands and refuses to use electronic books of any form). There is a different feel and there is a different interaction paradigm. There have been several comments from folks where there have been problems interacting with the docs. If you have comments/suggestions about specific data or specific pages, definitely use the comments section and as has been shared, the doc team is actively watching and responding to comments. If there are larger issues like general navigation concerns or problems getting to functions like printing, just include a note in your posting that you would be willing to talk with the doc team about your experience and I am sure that I can have someone in contact with you to listen to your feedback (just like there was a team at WWRUG 2012 to do just that) and see if there isn't something more generic that can be changed. Overall, the idea of online doc, more wiki style is a style of documentation that more and more customers are asking for and expecting. There was a similar reaction to the change from printed documents to on-line only documents that happened 5 to 7 years ago. If you are having challenges, please leave comments or volunteer to have a discussion with the doc team so they can provide the best doc experience possible. Doug Mueller From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark Sent: Friday, November 02, 2012 9:38 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** ARS 8 was released September 20, correct? So asking for opinions on the change a month later at RUG isn't what I'm suggesting. I'm asking if proper consultation with the developer community... the primary users of such documentation... was held prior to making the decision. Apparently not, given the current discussion. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Friday, November 02, 2012 11:30 AM To:
Re: ARS Wiki
many times do people complain about doc bugs that never get corrected until the next version comes out? Very good point Anne! I'm willing to give it a shot if we can expect updates being more timely. Seems like a win given the alternative. Jim Coryat x34655 From: Brock, Anne [mailto:anne_br...@bmc.com] Sent: Friday, November 02, 2012 11:13 AM Subject: Re: ARS Wiki ** I believe the wiki was used for all the ITSM 8.0 beta customers, so we got feedback through that as well. I am personally a big fan of locally stored PDFs; but once I learned out to create complex ones from the wiki my life was good. (Go to browse/advanced first; select pdf export; select the pages you want in your doc; then click export) I know - I still want the set of PDFs available pre-made when a new version comes out without it being one huge doc... I love the master index. But how many times do people complain about doc bugs that never get corrected until the next version comes out? Still some tweaking to be done on the site, but I think as we all get used to it we'll be happier with it! Anne From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug Sent: Friday, November 02, 2012 9:52 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** David, Let's see... BMC discussed the idea of changing to wiki based documentation at WWRUG 2011 in the general session (I know because I discussed it). And, this has been talked about in User Groups and other gatherings in the year since then. BMC has some products that are using wiki based documentation - the ADDM product for example - and have been for several years and have gotten a lot of positive customer feedback on the concept. BMC did have discussions with various advisory boards and customers in general about the concept of moving to a new approach for documentation and received pretty much universal comments that a move to a more interactive approach that is available from anywhere, can be linked easily, can be commented on and updated quickly was a good approach to take. No, BMC did not talk with every customer individually about the change, but there was over a year of prior discussion that there was going to be a change and there was exploration of the topic with many customers well in advance of any move. Yes this is different (and I am someone who loves books and want the paper in my hands and refuses to use electronic books of any form). There is a different feel and there is a different interaction paradigm. There have been several comments from folks where there have been problems interacting with the docs. If you have comments/suggestions about specific data or specific pages, definitely use the comments section and as has been shared, the doc team is actively watching and responding to comments. If there are larger issues like general navigation concerns or problems getting to functions like printing, just include a note in your posting that you would be willing to talk with the doc team about your experience and I am sure that I can have someone in contact with you to listen to your feedback (just like there was a team at WWRUG 2012 to do just that) and see if there isn't something more generic that can be changed. Overall, the idea of online doc, more wiki style is a style of documentation that more and more customers are asking for and expecting. There was a similar reaction to the change from printed documents to on-line only documents that happened 5 to 7 years ago. If you are having challenges, please leave comments or volunteer to have a discussion with the doc team so they can provide the best doc experience possible. Doug Mueller From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark Sent: Friday, November 02, 2012 9:38 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** ARS 8 was released September 20, correct? So asking for opinions on the change a month later at RUG isn't what I'm suggesting. I'm asking if proper consultation with the developer community... the primary users of such documentation... was held prior to making the decision. Apparently not, given the current discussion. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Friday, November 02, 2012 11:30 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARS Wiki ** AT WWRUG12, BMC/Remedy was formally asking people's opinions of the new documentation. Any one could schedule time to sit with the developers and discuss. Dave From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark Sent: Friday, November 02, 2012 12:27 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject:
Re: ARS Wiki
I so wanted to say some need a snickers ! Your such a diva when your hungry ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ARS Wiki
I have to be the voice of dissent here. I actually like the documents. Granted, they were a BIG pain to install locally (which seems to be a need with my co-workers) just because of the size. And I found it amusing since I was looking at the files while they were being copied to the server and then POOF the css file must have gotten copied over. Maybe I was looking at other documentation, but to be honest, we aren't building skyscrapers and having living documentation that is corrected when problems are found is something that I would consider to be an improvement. Rather than having to say, I know you read it in the documentation, but it is wrong and don't expect to see it change until the next version (if you are lucky). I think a living document is the correct direction to go in this case. Again, just my 2 scents. ;-) Brian Goralczyk Phone 574-643-1144 Email bgoralc...@gmail.com On Fri, Nov 2, 2012 at 2:17 PM, Patrick Zandi remedy...@gmail.com wrote: I so wanted to say some need a snickers ! Your such a diva when your hungry ___ 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
ARS Wiki
I frequently find myself browsing the MSDN docs and Google is my friend, because it is good at searching web pages and PDFs. I don't use the MSDN search tool. The problem Warren highlighted in his original post was searching. Yet, I need a support login for the BMC docs and hence Google can't index the wiki. With all the best will in the world, the best indexing tool is Google. Not the wiki search function. The search problem isn't necessarily the wiki (Anne makes the point about how easy it is to update the docs). The search problem is the belief that documents need to be hidden. No Google, no easy search, unhappy customers. Easy solution. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ARS Wiki
I don't think it is a matter of hiding it. I think it is a matter or restricting access to those who have paid for support and are entitled to use the documents. BMC can use google. Lots of companies use the google search engine without making the information public. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of John Baker Sent: Friday, November 02, 2012 4:50 PM To: arslist@ARSLIST.ORG Subject: ARS Wiki I frequently find myself browsing the MSDN docs and Google is my friend, because it is good at searching web pages and PDFs. I don't use the MSDN search tool. The problem Warren highlighted in his original post was searching. Yet, I need a support login for the BMC docs and hence Google can't index the wiki. With all the best will in the world, the best indexing tool is Google. Not the wiki search function. The search problem isn't necessarily the wiki (Anne makes the point about how easy it is to update the docs). The search problem is the belief that documents need to be hidden. No Google, no easy search, unhappy customers. Easy solution. ___ 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
