Re: Long Running Query

2013-01-09 Thread Ashtaputre, Anay
Following Defect  Knowledge article can be referred -

SW00443560
KA380785

Following fields will need to be indexed -

'C23009', 'C100079'  'C7'

Indexing to be done at the db level for better performance and after indexing 
customer should get 'execution plan' aka 'explain plan' of the query by running 
it on db directly and see the time difference between pre-indexing and 
post-indexing. That will tell you whether or not solution implemented is 
helping.


Thanks
Anay..

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vishal Navale
Sent: Wednesday, January 09, 2013 1:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: Long Running Query

**
Thanks Rick for the answer.

Modify the query and indexing - do you have some suggestions for how to do this.

Thanks
Vishal



On Tue, Jan 8, 2013 at 2:00 PM, Rick Cook 
remedyr...@gmail.commailto:remedyr...@gmail.com wrote:
modifying the query,

_ARSlist: Where the Answers Are and have been for 20 years_

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Re: Long Running Query

2013-01-09 Thread Hullule, Kiran
Following solution works fine except db2 database, for db2 customer has to run  
runstat on db for T table in question and understand where exactly the time is 
taken, based on the output of runstat customer can implement indexes.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ashtaputre, Anay
Sent: Wednesday, January 09, 2013 1:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Long Running Query

**
Following Defect  Knowledge article can be referred -

SW00443560
KA380785

Following fields will need to be indexed -

'C23009', 'C100079'  'C7'

Indexing to be done at the db level for better performance and after indexing 
customer should get 'execution plan' aka 'explain plan' of the query by running 
it on db directly and see the time difference between pre-indexing and 
post-indexing. That will tell you whether or not solution implemented is 
helping.


Thanks
Anay..

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vishal Navale
Sent: Wednesday, January 09, 2013 1:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: Long Running Query

**
Thanks Rick for the answer.

Modify the query and indexing - do you have some suggestions for how to do this.

Thanks
Vishal



On Tue, Jan 8, 2013 at 2:00 PM, Rick Cook 
remedyr...@gmail.commailto:remedyr...@gmail.com wrote:
modifying the query,

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Re: Long Running Query

2013-01-09 Thread Vishal Navale
Thanks Anay and Kiran.

On Wed, Jan 9, 2013 at 3:49 AM, Hullule, Kiran kiran_hull...@bmc.comwrote:

 **

 Following solution works fine except db2 database, for db2 customer has to
 run  runstat on db for T table in question and understand where exactly the
 time is taken, based on the output of runstat customer can implement
 indexes.

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Ashtaputre, Anay
 *Sent:* Wednesday, January 09, 2013 1:54 PM

 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Long Running Query

 ** **

 ** 

 Following Defect  Knowledge article can be referred –

 ** **

 SW00443560

 KA380785

 ** **

 Following fields will need to be indexed –

 ** **

 'C23009', 'C100079'  'C7'

 ** **

 Indexing to be done at the db level for better performance and after
 indexing customer should get ‘execution plan’ aka ‘explain plan’ of the
 query by running it on db directly and see the time difference between
 pre-indexing and post-indexing. That will tell you whether or not solution
 implemented is helping.

 ** **

 ** **

 Thanks

 Anay..

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Vishal Navale
 *Sent:* Wednesday, January 09, 2013 1:13 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Long Running Query

 ** **

 ** 

 Thanks Rick for the answer. 

  

 Modify the query and indexing - do you have some suggestions for how to do
 this.

  

 Thanks

 Vishal



  

 On Tue, Jan 8, 2013 at 2:00 PM, Rick Cook remedyr...@gmail.com wrote:***
 *

 modifying the query, 


 _ARSlist: Where the Answers Are and have been for 20 years_ 

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Re: Sub Administrator delete records permissions

2013-01-09 Thread Mueller, Doug
The issue in this case was indeed a bug in the midtier.

SubAdministrators do have delete permissions on the forms for which they are 
SubAdministrators.  This
capability is fully supported at the AR System level, through the API, from any 
API program written, and
from the Windows User Tool.  However, there was an error in the midtier where 
this right was not
recognized.

I do say was because this issue was addressed in the 8.0 version of the 
midtier and it is working correctly
from the 8.0 release forward.

So, you have two options:


1)  Install the 8.0 midtier.  You can install and use the 8.0 midtier with 
earlier versions of the AR System.
As the bug is in the midtier only and not the AR System server, just upgrading 
the midtier will resolve
the problem.


2)  Use the feature that allows you to assign delete rights to anyone that 
has been discussed in this
thread already.  This will allow you to give others delete rights.  NOTE that 
as warned, this is a general
ability to grant delete access so you need to be careful to correctly assign 
permissions so that you
don't accidentally grant users delete rights where you do not want.

I just wanted to get a note out to share what the expected behavior of the 
system was, that there was a bug
in earlier versions of the midtier, and that the problem has already been 
addressed.

I hope this helps,

Doug Mueller

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Tuesday, January 08, 2013 4:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Sub Administrator delete records permissions

**

It appears to be a bug. If you let it slide and keep that option checked it 
could be a potential data security flaw if the users have the access to install 
the user client after downloading it from the web. Mind you, in order to 
download the user client from the web, one does not require too much access. If 
installing the user client is not much of a threat, then you could get away 
with it.

Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Tuesday, January 08, 2013 5:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Sub Administrator delete records permissions

I just tested with another user account that is neither in the Sub 
Administrators group nor the other group required and that user cannot see the 
Delete button in the mid-tier. I added the account back into the required group 
that has sub-admin permissions but not the system Sub Administrator group and 
still can't see the Delete button in the mid-tier so it looks like this will 
work as we need it to.

I also tried the same user in the User Tool and that user still sees the 
Actions  Delete option, fortunately the user base can only access the 
applications via mid-tier so from an architecture standpoint they can't even 
log in via the user tool so this solution should work for us. Why it works this 
way doesn't make a lot of sense to me however, I would think that if a user has 
the correct sub-admin permissions to a form we shouldn't need to enable that 
allow deletes option just for MT but not the user tool. If it is working as 
designed I would argue that it's a flawed design.


-Rick

___
Rick Westbrock
QMX Support Services

From: Rick Westbrock [mailto:rwestbr...@qmxs.com]
Sent: Tuesday, January 08, 2013 1:05 PM
To: 'arslist@ARSLIST.ORG'
Subject: RE: Sub Administrator delete records permissions

Good catch Joe, we don't want anyone else deleting records. These forms have 
view only permissions except for the specific group to which the sub-admins 
belong. I will test with normal user permissions anyway since the MT isn't 
behaving as expected already. This is actually for a couple of custom people 
forms where the form-level permissions are already very strict anyway and in 
fact I believe they are hidden forms for everyone.

-Rick


___
Rick Westbrock
QMX Support Services

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Tuesday, January 08, 2013 12:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: Sub Administrator delete records permissions

**

True you require those permissions too.. However the Admin and sub admin do not 
require to be setup with those specific permissions in order to be able to do 
that from the user tool. And it should have been consistent on the MT too. I 
have not tested it out but Tony claims that it doesn't seem to work the same 
way on the MT. He was able to delete using sub admin permissions from the user 
tool.

Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Tuesday, January 08, 2013 3:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: Sub Administrator delete records permissions

**
Not really.  From the 

All DECIMAL and CURRENCY data has been corrupted in AR Server 8.0.00

2013-01-09 Thread Misi Mladoniczky
Hi,

I am having serious trouble with my Linux AR Server 8.0.00 (patch002 or
unpatched), Linux, Oracle.

All DECIMAL and CURRENCY data has been corrupted in the database. This has
happened on ALL records which were merged into the new server. It also happens
when you submit/modify any such fields with any client.

I have attached a picture with the AR System Currency Ratios data, where the
problem-server is to the left, and a correct 7.6.04 SP2 Windows server to the
right. The last two decimal places is wrong...

With very small test with the included driver program, I changed a DECIMAL
value and verified that the wrong value is written to the database.

Driver: Set Entry on Decimal field
0.864311

ARAPILOGGING=88:
0.864311

SQL LOG:
UPDATE T7 SET C1504=.864355,C5='miz',C6=1357735821 WHERE C1 = '0040377'

As you can see, the two last digits are stored as 55 instead of 11...

I have tried this with many different clients and API-versions against the
same server, which tells me that this is a server issue.

If I access other servers with the same client, the value is stored as it is
supposed to.

I am running the server with se_SE.UTF-8 locale settings. This is not supposed
to give any problem, but maybe it is realated...

Any ideas?

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

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

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Re: Sub Administrator delete records permissions

2013-01-09 Thread Rick Westbrock
Right, there are rules in place that won't allow the user tool to even
connect in the first place; only mid-tier access is allowed. Even so I will
get back to support and let them know that there's a difference in behavior
between the user tool and mid-tier since they really should behave the same
way.

 

-Rick

 

 

___

Rick Westbrock

Support to SPAWAR - IT Service Management Project, Code 54520

QMX Support Services

Office (619) 524-2303

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Tuesday, January 08, 2013 5:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Sub Administrator delete records permissions

 

** 

Firewalls will not restrict a specific action - but the communication as a
whole.

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Tuesday, January 08, 2013 7:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: Sub Administrator delete records permissions

 

** 

They might have the firewall blocking the AR TCP port for everything except
MT?

 

Jason

 

On Tue, Jan 8, 2013 at 4:35 PM, Joe D'Souza jdso...@shyle.net wrote:

** 

 

It appears to be a bug. If you let it slide and keep that option checked it
could be a potential data security flaw if the users have the access to
install the user client after downloading it from the web. Mind you, in
order to download the user client from the web, one does not require too
much access. If installing the user client is not much of a threat, then you
could get away with it.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock


Sent: Tuesday, January 08, 2013 5:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Sub Administrator delete records permissions

 

I just tested with another user account that is neither in the Sub
Administrators group nor the other group required and that user cannot see
the Delete button in the mid-tier. I added the account back into the
required group that has sub-admin permissions but not the system Sub
Administrator group and still can't see the Delete button in the mid-tier so
it looks like this will work as we need it to.

 

I also tried the same user in the User Tool and that user still sees the
Actions  Delete option, fortunately the user base can only access the
applications via mid-tier so from an architecture standpoint they can't even
log in via the user tool so this solution should work for us. Why it works
this way doesn't make a lot of sense to me however, I would think that if a
user has the correct sub-admin permissions to a form we shouldn't need to
enable that allow deletes option just for MT but not the user tool. If it
is working as designed I would argue that it's a flawed design.

 

 

-Rick

 

___

Rick Westbrock

QMX Support Services

 

From: Rick Westbrock [mailto:rwestbr...@qmxs.com] 
Sent: Tuesday, January 08, 2013 1:05 PM
To: 'arslist@ARSLIST.ORG'
Subject: RE: Sub Administrator delete records permissions

 

Good catch Joe, we don't want anyone else deleting records. These forms have
view only permissions except for the specific group to which the sub-admins
belong. I will test with normal user permissions anyway since the MT isn't
behaving as expected already. This is actually for a couple of custom people
forms where the form-level permissions are already very strict anyway and in
fact I believe they are hidden forms for everyone.

 

-Rick

 

 

___

Rick Westbrock

QMX Support Services

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Tuesday, January 08, 2013 12:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: Sub Administrator delete records permissions

 

** 

 

True you require those permissions too.. However the Admin and sub admin do
not require to be setup with those specific permissions in order to be able
to do that from the user tool. And it should have been consistent on the MT
too. I have not tested it out but Tony claims that it doesn't seem to work
the same way on the MT. He was able to delete using sub admin permissions
from the user tool.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Tuesday, January 08, 2013 3:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: Sub Administrator delete records permissions

 

** 

Not really.  From the link I provider earlier:

 

The Allow Delete option on the Basic tab of the Form Properties dialog box
enables you to allow licensed users who are not administrators to delete
entries of a form if the following requirements are met:

 

. The user has access to the form.

. The user has Change permission to the form's Request ID field.

 

It can be controlled by group.

 

Jason

 

On Tue, Jan 8, 

JOB ADVERTISEMENT

2013-01-09 Thread Scott Parrish
Title: Remedy Technical Team Lead/Programmer
Location:  Nashville, TN
This is a critical key position that will work with the Remedy team (to include 
business analysts, developers), and customers as well as various process teams 
to provide input and direction for the implementation and administration of 
BMC's Remedy applications.  The Remedy technical team lead will direct and 
assist in the execution of the Design/Build/Test/Deploy activities. This job is 
100% onsite. Relocation expenses are the responsibility of the applicant and 
will not be reimbursed.

If interested, please forward your resume to care...@itprophets.com

The Remedy Specialist must:
* Understand planned scope and requirements of Incident, Problem, 
IT configuration (Change), and IT asset management processes.
* Provide insight as to what BMC Remedy ITSM suite can and cannot 
support.
* Provide input to develop and implement execution plan for 
Design/Build/Test/Deploy phase.
* Provide SME guidance on installation/configuration of 
foundational BMC components (Remedy and ITSM suite) and BMC Atrium CMDB.
* Have excellent written, verbal and interpersonal skills.
* Must be committed to expanding the footprint of the Remedy 
application to other departments.
Primary Duties:
* Design, customization, integration and delivery of BMC Remedy 
ITSM suite v8.0,
* Provide BMC Remedy and ITSM support to determine how this tool 
will be deployed and integrated with the existing support applications.
* Install, develop, configure, and implement Remedy AR System 
Incident and Problem Management modules and BMC Atrium CMDB.
* Integrate existing helpdesk process flows into the Remedy Service 
Desk modules.
* Implement business requirements as they pertain to BMC Remedy 
applications.
* Interact with customers and partners to solve critical software 
problems or issues.
* Perform maintenance and enhancements to all Remedy applications.
* Help design and implement requirements for Incident and Problem 
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* Estimate level of effort to design and deploy BMC Remedy ITSM 
suite v8.0 and BMC Atrium CMDB.
* Perform high complexity (i.e. system level applications) 
analysis, design, development and unit testing of software applications from 
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* Resolve defects encountered during various testing cycles.
* Work with the Remedy Lead and various process owners to define 
the performance goals and metrics for the proposed solution.
* Review prototypes, solution blueprints, and project scope to 
ensure that the needs of the business are being met.
* Serve as liaison to the business community, to ensure that its 
needs are fully understood by the project team.
* Assist in translating requirements into business processes 
supporting existing or new business capabilities.
* Participate in quality management reviews to ensure adherence to 
all quality management plans and standards.
* Ensure that the client's goals are being met, and offer 
alternative solutions as appropriate in order to meet overall client goals and 
objectives.
* Maintain awareness of new developments in industry and processes. 
 Continuously develop knowledge and associated skills by implementing concepts 
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* Identify and support opportunities for continuous improvement and 
participate on improvement teams.
* Monitor and support the team's adherence to the established 
policies, processes, and procedures.
* Monitor and ensure team's process and configuration documentation 
is up to date.

Background/Skill Set:
* 4+ years of BMC Remedy administration, configuration, 
customization, design, and implementation.
* 4+ years of IT Operations work experience.
* Bachelor's degree or 4 years of Operations experience in lieu of 
a degree.
* BMC Remedy IT Service Management suite v7.x, 8.x preferred
* BMC Atrium CMDB
* BMC Remedy ITSM Asset Mgt Module
* ITIL Foundation Certification or experience with implementing IT 
Service Management processes.
* Work flow and process design
* Deployment of BMC Remedy  ITSM suite and BMC Atrium CMDB
* Familiarity with CMDBs, Asset Mgt, and Configuration Mgt.
* Experience gathering requirements and planning for a CMDB 
implementation
* MSOffice Professional Suite.


Scott Parrish
IT Prophets, LLC

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How do I check for a flashboard license?

2013-01-09 Thread richard....@bwc.state.oh.us
I want to check to see if we have a flashboard license in use, but when
I look at the add/remove license form it doesn't show any flashboard
license. Is it listed somewhere else? Thanks.
Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message.

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Re: How do I check for a flashboard license?

2013-01-09 Thread Mueller, Doug
Richard,

You didn't mention the version of the system you are using.

As of about 7.0 of the product, Flashboards is simply a feature of the AR 
System and is not a separately
licensed capability.

My guess is that you acquired the system when it was a separately licensed 
piece and are remembering
that.  Today, it is not licensed so you will not find a Flashboards license 
in the system any more (as one
is not needed).

Now, if you are pre 7.0 (or whatever specific version it really was - but about 
this timeframe), then there
will need to be a license.

So, if 7.0 or later, your search will be in  vain as there is no such license 
(and no need for one).

I hope this helps,

Doug Mueller

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of richard@bwc.state.oh.us
Sent: Wednesday, January 09, 2013 11:18 AM
To: arslist@ARSLIST.ORG
Subject: How do I check for a flashboard license?

**
I want to check to see if we have a flashboard license in use, but when
I look at the add/remove license form it doesn't show any flashboard
license. Is it listed somewhere else? Thanks.
Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message.
_ARSlist: Where the Answers Are and have been for 20 years_

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Re: How do I check for a flashboard license?

2013-01-09 Thread Longwing, LJ CTR MDA/IC
If you are on 7.6.04 (if I remember the version correctly...might have been one 
or two before that) you don't need a license anymore.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of richard@bwc.state.oh.us
Sent: Wednesday, January 09, 2013 12:18 PM
To: arslist@ARSLIST.ORG
Subject: How do I check for a flashboard license?

** 

I want to check to see if we have a flashboard license in use, but when

I look at the add/remove license form it doesn't show any flashboard

license. Is it listed somewhere else? Thanks.

Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message. 
_ARSlist: Where the Answers Are and have been for 20 years_ 

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Re: All DECIMAL and CURRENCY data has been corrupted in AR Server 8.0.00

2013-01-09 Thread Joe D'Souza
Misi,

This indeed sounds quite bizarre. And the only thing that I can think of,
which I'm pretty sure you have as well and checked and crossed out - but
just in case you haven't - is there a funky piece of workflow (AL's or F's)
that manipulates the value to adjust that fraction by a tiny bit, just prior
to the update or insert?

Joe

PS: How's the baby doing.. You got to post a pic of the RUG sweater that she
got :-)

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Wednesday, January 09, 2013 10:03 AM
To: arslist@ARSLIST.ORG
Subject: All DECIMAL and CURRENCY data has been corrupted in AR Server
8.0.00

Hi,

I am having serious trouble with my Linux AR Server 8.0.00 (patch002 or
unpatched), Linux, Oracle.

All DECIMAL and CURRENCY data has been corrupted in the database. This has
happened on ALL records which were merged into the new server. It also
happens
when you submit/modify any such fields with any client.

I have attached a picture with the AR System Currency Ratios data, where the
problem-server is to the left, and a correct 7.6.04 SP2 Windows server to
the
right. The last two decimal places is wrong...

With very small test with the included driver program, I changed a DECIMAL
value and verified that the wrong value is written to the database.

Driver: Set Entry on Decimal field
0.864311

ARAPILOGGING=88:
0.864311

SQL LOG:
UPDATE T7 SET C1504=.864355,C5='miz',C6=1357735821 WHERE C1 =
'0040377'

As you can see, the two last digits are stored as 55 instead of 11...

I have tried this with many different clients and API-versions against the
same server, which tells me that this is a server issue.

If I access other servers with the same client, the value is stored as it is
supposed to.

I am running the server with se_SE.UTF-8 locale settings. This is not
supposed
to give any problem, but maybe it is realated...

Any ideas?

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

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.


___
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Where the Answers Are, and have been for 20 years

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Re: How do I check for a flashboard license?

2013-01-09 Thread Easter, David
To clarify,  it was AR System version 7.5.00 where this occurred.  This is 
confirmed in the compatibility matrix:

Known Issues for Remedy Applications and Products
[...]
3. In AR System 7.5.00 and higher, unlimited flashboards no longer require an 
additional license add-on

In versions prior to 7.5.00, Flashboards would work for up to 5 concurrent 
flashboards being displayed, but a license was required for unlimited usage.

-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 Mueller, Doug
Sent: Wednesday, January 09, 2013 11:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: How do I check for a flashboard license?

**
Richard,

You didn't mention the version of the system you are using.

As of about 7.0 of the product, Flashboards is simply a feature of the AR 
System and is not a separately
licensed capability.

My guess is that you acquired the system when it was a separately licensed 
piece and are remembering
that.  Today, it is not licensed so you will not find a Flashboards license 
in the system any more (as one
is not needed).

Now, if you are pre 7.0 (or whatever specific version it really was - but about 
this timeframe), then there
will need to be a license.

So, if 7.0 or later, your search will be in  vain as there is no such license 
(and no need for one).

I hope this helps,

Doug Mueller

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of richard@bwc.state.oh.us
Sent: Wednesday, January 09, 2013 11:18 AM
To: arslist@ARSLIST.ORG
Subject: How do I check for a flashboard license?

**
I want to check to see if we have a flashboard license in use, but when
I look at the add/remove license form it doesn't show any flashboard
license. Is it listed somewhere else? Thanks.
Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message.
_ARSlist: Where the Answers Are and have been for 20 years_
_ARSlist: Where the Answers Are and have been for 20 years_

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RANT: Downloading Patches for AR System and related / dependant applications...

2013-01-09 Thread Joe D'Souza
 

This used to be quite simple and easy using that little web application to
pick up the product, version, and search which would list all the options
(in a table field) available for that application. Its appearance was 'very
organized'.

 

For 7.6.04, this seems to have been taken away as none of its patches are
available for download there. You have to look for them in the Download
Licensed BMC Products section which from a end user perspective, of
searching what you want and downloading, is time consuming and not quite
pleasing to the eye to find what you are looking for even if you are staring
at it.. There may be a method in the madness there, but I for one do not
quite like it.

 

A couple of days ago for e.g. I spent some extra time looking for ITSM
7.6.04 Patch 003 there, and not finding it there, spent some more time just
to make sure I might not be overlooking it.. In the end I felt I'm not
overlooking it only after writing to the user community asking you'll if
there really is a patch 003 for ITSM or not.. This is hardly a way to
organize a catalog for an end user like me to search for when I am looking
for something specific.

 

I do not mind if they re-organize the shelf for downloading patches in a way
better than that table field, but this is definitely worse than that..

 

How many of you feel the same way as I do about this?

 

Joe


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SLA Service Targets

2013-01-09 Thread bob lind
Using ITSM 7.6.04 with SLM installed, I would like to set up a series of
service targets that are ordered.  For example:

For an op cat that is a password reset use PasswordReset Service Target
For any other op cats that are Account Management use Account Management
Service Target
For a customer that is a VIP use VIP Service Target
For a customer where the incident is a High Priority use High Priority
Service Target
For anything that isn't in one of the above categories use a Generic
Incident Service Target.

The problem is that if more than one condition is true, then more than one
Service Target will attach.  There is probably a field on incident that
tells if a service target is attached that could be used in the service
target's conditional statement to prevent more than one target to be
attached.  But how do you order the attachment of the service targets?  The
underlying attachment filters all have an execution order of 700 and
modifying that would be overwritten whenever the service target is
rebuilt.  Writing a conditional for everything else becomes kind of
complicated (i.e. not a vip and not a password reset and not a high
priority and not account management and not this and not that) and requires
update whenever a new service target is created.

Is there an easier way to do this?

-- 
Bob Lind
IT Jobs posted daily on
klslconsulting.com

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Re: How do I check for a flashboard license?

2013-01-09 Thread Brock, Anne
Not to be picky, but I believe it was version 7.5

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Wednesday, January 09, 2013 11:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: How do I check for a flashboard license?

**
Richard,

You didn't mention the version of the system you are using.

As of about 7.0 of the product, Flashboards is simply a feature of the AR 
System and is not a separately
licensed capability.

My guess is that you acquired the system when it was a separately licensed 
piece and are remembering
that.  Today, it is not licensed so you will not find a Flashboards license 
in the system any more (as one
is not needed).

Now, if you are pre 7.0 (or whatever specific version it really was - but about 
this timeframe), then there
will need to be a license.

So, if 7.0 or later, your search will be in  vain as there is no such license 
(and no need for one).

I hope this helps,

Doug Mueller

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of richard@bwc.state.oh.us
Sent: Wednesday, January 09, 2013 11:18 AM
To: arslist@ARSLIST.ORG
Subject: How do I check for a flashboard license?

**
I want to check to see if we have a flashboard license in use, but when
I look at the add/remove license form it doesn't show any flashboard
license. Is it listed somewhere else? Thanks.
Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message.
_ARSlist: Where the Answers Are and have been for 20 years_
_ARSlist: Where the Answers Are and have been for 20 years_

___
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Where the Answers Are, and have been for 20 years


Rép : RANT: Downloading Patches for AR System and related / dependant applications...

2013-01-09 Thread laurent matheo
**
I agree.Perhaps they could use the doc wiki to do a summary, but cross modules, not just only ARS in ars page, just CMDB in cmdb page (and so on).A common page to all modules, pretty much a summary with an array and links, nothing fancy but just something like that so you could see in a glance what you need to download and when it was released:The other "problem" is that sometimes it's just "hard" to find a product, let's say "chat 8.0.0". It doesn't have its own entry and you have to know it's under ITSM.The search functionality only looks into the "parent" level and not childs level. I guess an option like "check in childs too" would be nice.Le 09 jan 2013 à 20:51, Joe D'Souza jdso...@shyle.net a écrit :This used to be quite simple and easy using that little web application to pick up the product, version, and search which would list all the options (in a table field) available for that application. Its appearance was ‘very organized’.For 7.6.04, this seems to have been taken away as none of its patches are available for download there. You have to look for them in the Download Licensed BMC Products section which from a end user perspective, of searching what you want and downloading, is time consuming and not quite pleasing to the eye to find what you are looking for even if you are staring at it.. There may be a method in the madness there, but I for one do not quite like it.A couple of days ago for e.g. I spent some extra time looking for ITSM 7.6.04 Patch 003 there, and not finding it there, spent some more time just to make sure I might not be overlooking it.. In the end I felt I’m not overlooking it only after writing to the user community asking you’ll if there really is a patch 003 for ITSM or not.. This is hardly a way to organize a catalog for an end user like me to search for when I am looking for something specific.I do not mind if they re-organize the shelf for downloading patches in a way better than that table field, but this is definitely worse than that..How many of you feel the same way as I do about this?Joe_ARSlist: "Where the Answers Are" and have been for 20 years_**_ARSlist: "Where the Answers Are" and have been for 20 years_


Re: RANT: Downloading Patches for AR System and related / dependent applications...

2013-01-09 Thread Sanford, Claire
AOL Mode |ON - Me Too!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Wednesday, January 09, 2013 1:52 PM
To: arslist@ARSLIST.ORG
Subject: RANT: Downloading Patches for AR System and related / dependant 
applications...

**

This used to be quite simple and easy using that little web application to pick 
up the product, version, and search which would list all the options (in a 
table field) available for that application. Its appearance was 'very 
organized'.

For 7.6.04, this seems to have been taken away as none of its patches are 
available for download there. You have to look for them in the Download 
Licensed BMC Products section which from a end user perspective, of searching 
what you want and downloading, is time consuming and not quite pleasing to the 
eye to find what you are looking for even if you are staring at it.. There may 
be a method in the madness there, but I for one do not quite like it.

A couple of days ago for e.g. I spent some extra time looking for ITSM 7.6.04 
Patch 003 there, and not finding it there, spent some more time just to make 
sure I might not be overlooking it.. In the end I felt I'm not overlooking it 
only after writing to the user community asking you'll if there really is a 
patch 003 for ITSM or not.. This is hardly a way to organize a catalog for an 
end user like me to search for when I am looking for something specific.

I do not mind if they re-organize the shelf for downloading patches in a way 
better than that table field, but this is definitely worse than that..

How many of you feel the same way as I do about this?

Joe


___
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Where the Answers Are, and have been for 20 years


Re: RANT: Downloading Patches for AR System and related / dependent applications...

2013-01-09 Thread Joe D'Souza
 

The other pain point (no big deal though) is that personally I would rather
see the file name as is on the link, than a descriptive hyperlink to that
file that is being downloaded - for the simple reason as these files are
mostly in excess of a gig or so. If I have downloaded on two different
devices during the download process, I have very little visibility of what I
have already downloaded and what I have not by just looking at the download
site page and the files I already have on disk at different places if they
have been downloaded on more than one device (even if it is on a single
device.)

 

The best example of this is that documentations that are generally the same
for SRM. ITSM, RKM, etc, have different hyperlink names, but the underlying
file is the same.. I sometimes feel uncomfortable when I see that as what if
the zip file name is the same but the contents of that zip file are
different? I know they shouldn't be different - but there is that discomfort
factor that makes me download both and then file compare.

 

This again is not user friendly.. I'm just saying - knowing that sometimes
we do get heard on this list :-)..

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Wednesday, January 09, 2013 3:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: RANT: Downloading Patches for AR System and related / dependent
applications...

 

AOL Mode |ON - Me Too!

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Wednesday, January 09, 2013 1:52 PM
To: arslist@ARSLIST.ORG
Subject: RANT: Downloading Patches for AR System and related / dependant
applications...

 

** 

 

This used to be quite simple and easy using that little web application to
pick up the product, version, and search which would list all the options
(in a table field) available for that application. Its appearance was 'very
organized'.

 

For 7.6.04, this seems to have been taken away as none of its patches are
available for download there. You have to look for them in the Download
Licensed BMC Products section which from a end user perspective, of
searching what you want and downloading, is time consuming and not quite
pleasing to the eye to find what you are looking for even if you are staring
at it.. There may be a method in the madness there, but I for one do not
quite like it.

 

A couple of days ago for e.g. I spent some extra time looking for ITSM
7.6.04 Patch 003 there, and not finding it there, spent some more time just
to make sure I might not be overlooking it.. In the end I felt I'm not
overlooking it only after writing to the user community asking you'll if
there really is a patch 003 for ITSM or not.. This is hardly a way to
organize a catalog for an end user like me to search for when I am looking
for something specific.

 

I do not mind if they re-organize the shelf for downloading patches in a way
better than that table field, but this is definitely worse than that..

 

How many of you feel the same way as I do about this?

 

Joe

 

_ARSlist: Where the Answers Are and have been for 20 years_

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Rép : Re: RANT: Downloading Patches for AR System and related / dependent applications...

2013-01-09 Thread laurent matheo
**
Indeed.It happened a couple of times where I just gave up and downloaded everything again :)I don't know which sp it was, but I think the ARS and cmdb or ITSM weren't released exactly at the same time so I was "out of sync".Le 09 jan 2013 à 21:48, Joe D'Souza jdso...@shyle.net a écrit :The other pain point (no big deal though) is that personally I would rather see the file name as is on the link, than a descriptive hyperlink to that file that is being downloaded – for the simple reason as these files are mostly in excess of a gig or so. If I have downloaded on two different devices during the download process, I have very little visibility of what I have already downloaded and what I have not by just looking at the download site page and the files I already have on disk at different places if they have been downloaded on more than one device (even if it is on a single device.)The best example of this is that documentations that are generally the same for SRM. ITSM, RKM, etc, have different hyperlink names, but the underlying file is the same.. I sometimes feel uncomfortable when I see that as what if the zip file name is the same but the contents of that zip file are different? I know they shouldn’t be different – but there is that discomfort factor that makes me download both and then file compare.This again is not user friendly.. I’m just saying – knowing that sometimes we do get heard on this list J..JoeFrom: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Wednesday, January 09, 2013 3:39 PM To: arslist@ARSLIST.ORG Subject: Re: RANT: Downloading Patches for AR System and related / dependent applications...AOL Mode |ON - Me Too!From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Wednesday, January 09, 2013 1:52 PM To: arslist@ARSLIST.ORG Subject: RANT: Downloading Patches for AR System and related / dependant applications...** This used to be quite simple and easy using that little web application to pick up the product, version, and search which would list all the options (in a table field) available for that application. Its appearance was ‘very organized’.For 7.6.04, this seems to have been taken away as none of its patches are available for download there. You have to look for them in the Download Licensed BMC Products section which from a end user perspective, of searching what you want and downloading, is time consuming and not quite pleasing to the eye to find what you are looking for even if you are staring at it.. There may be a method in the madness there, but I for one do not quite like it.A couple of days ago for e.g. I spent some extra time looking for ITSM 7.6.04 Patch 003 there, and not finding it there, spent some more time just to make sure I might not be overlooking it.. In the end I felt I’m not overlooking it only after writing to the user community asking you’ll if there really is a patch 003 for ITSM or not.. This is hardly a way to organize a catalog for an end user like me to search for when I am looking for something specific.I do not mind if they re-organize the shelf for downloading patches in a way better than that table field, but this is definitely worse than that..How many of you feel the same way as I do about this?Joe_ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_**_ARSlist: "Where the Answers Are" and have been for 20 years_


Re: All DECIMAL and CURRENCY data has been corrupted in AR Server 8.0.00

2013-01-09 Thread Misi Mladoniczky
Hi,

No, there is no workflow. Especially when I originally merged the data.

This happened, and happens, to EVERY field (currency and decimal).

Some data that did not have any decimal portion has been left intact. But some
of that data ha been changed anyway. I see no big pattern, except that it
seems to change the last digit to 5 or the last two to 55.

For example 1350.00 was changed to 1350.05.

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

 Misi,

 This indeed sounds quite bizarre. And the only thing that I can think of,
 which I'm pretty sure you have as well and checked and crossed out - but
 just in case you haven't - is there a funky piece of workflow (AL's or F's)
 that manipulates the value to adjust that fraction by a tiny bit, just prior
 to the update or insert?

 Joe

 PS: How's the baby doing.. You got to post a pic of the RUG sweater that she
 got :-)

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
 Sent: Wednesday, January 09, 2013 10:03 AM
 To: arslist@ARSLIST.ORG
 Subject: All DECIMAL and CURRENCY data has been corrupted in AR Server
 8.0.00

 Hi,

 I am having serious trouble with my Linux AR Server 8.0.00 (patch002 or
 unpatched), Linux, Oracle.

 All DECIMAL and CURRENCY data has been corrupted in the database. This has
 happened on ALL records which were merged into the new server. It also
 happens
 when you submit/modify any such fields with any client.

 I have attached a picture with the AR System Currency Ratios data, where the
 problem-server is to the left, and a correct 7.6.04 SP2 Windows server to
 the
 right. The last two decimal places is wrong...

 With very small test with the included driver program, I changed a DECIMAL
 value and verified that the wrong value is written to the database.

 Driver: Set Entry on Decimal field
 0.864311

 ARAPILOGGING=88:
 0.864311

 SQL LOG:
 UPDATE T7 SET C1504=.864355,C5='miz',C6=1357735821 WHERE C1 =
 '0040377'

 As you can see, the two last digits are stored as 55 instead of 11...

 I have tried this with many different clients and API-versions against the
 same server, which tells me that this is a server issue.

 If I access other servers with the same client, the value is stored as it is
 supposed to.

 I am running the server with se_SE.UTF-8 locale settings. This is not
 supposed
 to give any problem, but maybe it is realated...

 Any ideas?

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

 Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12):
 * RRR|License - Not enough Remedy licenses? Save money by optimizing.
 * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
 Find these products, and many free tools and utilities, at http://rrr.se.

 
 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Where the Answers Are, and have been for 20 years

 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Where the Answers Are, and have been for 20 years


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OT: All DECIMAL and CURRENCY data has been corrupted in AR Server 8.0.00

2013-01-09 Thread Misi Mladoniczky
Hi,

One more thing...

Nora is still too small for the shirt, but she plans to join me at the next
WWRUG. She should have grown in to it by that time ;-)

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

 Misi,

 This indeed sounds quite bizarre. And the only thing that I can think of,
 which I'm pretty sure you have as well and checked and crossed out - but
 just in case you haven't - is there a funky piece of workflow (AL's or F's)
 that manipulates the value to adjust that fraction by a tiny bit, just prior
 to the update or insert?

 Joe

 PS: How's the baby doing.. You got to post a pic of the RUG sweater that she
 got :-)

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
 Sent: Wednesday, January 09, 2013 10:03 AM
 To: arslist@ARSLIST.ORG
 Subject: All DECIMAL and CURRENCY data has been corrupted in AR Server
 8.0.00

 Hi,

 I am having serious trouble with my Linux AR Server 8.0.00 (patch002 or
 unpatched), Linux, Oracle.

 All DECIMAL and CURRENCY data has been corrupted in the database. This has
 happened on ALL records which were merged into the new server. It also
 happens
 when you submit/modify any such fields with any client.

 I have attached a picture with the AR System Currency Ratios data, where the
 problem-server is to the left, and a correct 7.6.04 SP2 Windows server to
 the
 right. The last two decimal places is wrong...

 With very small test with the included driver program, I changed a DECIMAL
 value and verified that the wrong value is written to the database.

 Driver: Set Entry on Decimal field
 0.864311

 ARAPILOGGING=88:
 0.864311

 SQL LOG:
 UPDATE T7 SET C1504=.864355,C5='miz',C6=1357735821 WHERE C1 =
 '0040377'

 As you can see, the two last digits are stored as 55 instead of 11...

 I have tried this with many different clients and API-versions against the
 same server, which tells me that this is a server issue.

 If I access other servers with the same client, the value is stored as it is
 supposed to.

 I am running the server with se_SE.UTF-8 locale settings. This is not
 supposed
 to give any problem, but maybe it is realated...

 Any ideas?

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

 Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12):
 * RRR|License - Not enough Remedy licenses? Save money by optimizing.
 * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
 Find these products, and many free tools and utilities, at http://rrr.se.

 
 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Where the Answers Are, and have been for 20 years

 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Where the Answers Are, and have been for 20 years


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Re: All DECIMAL and CURRENCY data has been corrupted in AR Server 8.0.00

2013-01-09 Thread Shellman, David
That's great. 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Wednesday, January 09, 2013 4:14 PM
To: arslist@ARSLIST.ORG
Subject: OT: All DECIMAL and CURRENCY data has been corrupted in AR Server 
8.0.00

Hi,

One more thing...

Nora is still too small for the shirt, but she plans to join me at the next 
WWRUG. She should have grown in to it by that time ;-)

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

 Misi,

 This indeed sounds quite bizarre. And the only thing that I can think 
 of, which I'm pretty sure you have as well and checked and crossed out 
 - but just in case you haven't - is there a funky piece of workflow 
 (AL's or F's) that manipulates the value to adjust that fraction by a 
 tiny bit, just prior to the update or insert?

 Joe

 PS: How's the baby doing.. You got to post a pic of the RUG sweater 
 that she got :-)

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
 Sent: Wednesday, January 09, 2013 10:03 AM
 To: arslist@ARSLIST.ORG
 Subject: All DECIMAL and CURRENCY data has been corrupted in AR Server 
 8.0.00

 Hi,

 I am having serious trouble with my Linux AR Server 8.0.00 (patch002 
 or unpatched), Linux, Oracle.

 All DECIMAL and CURRENCY data has been corrupted in the database. This 
 has happened on ALL records which were merged into the new server. It 
 also happens when you submit/modify any such fields with any client.

 I have attached a picture with the AR System Currency Ratios data, 
 where the problem-server is to the left, and a correct 7.6.04 SP2 
 Windows server to the right. The last two decimal places is wrong...

 With very small test with the included driver program, I changed a 
 DECIMAL value and verified that the wrong value is written to the database.

 Driver: Set Entry on Decimal field
 0.864311

 ARAPILOGGING=88:
 0.864311

 SQL LOG:
 UPDATE T7 SET C1504=.864355,C5='miz',C6=1357735821 WHERE C1 = 
 '0040377'

 As you can see, the two last digits are stored as 55 instead of 11...

 I have tried this with many different clients and API-versions against 
 the same server, which tells me that this is a server issue.

 If I access other servers with the same client, the value is stored as 
 it is supposed to.

 I am running the server with se_SE.UTF-8 locale settings. This is not 
 supposed to give any problem, but maybe it is realated...

 Any ideas?

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

 Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12):
 * RRR|License - Not enough Remedy licenses? Save money by optimizing.
 * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
 Find these products, and many free tools and utilities, at http://rrr.se.

 __
 __
 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the 
 Answers Are, and have been for 20 years

 __
 _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
 Where the Answers Are, and have been for 20 years


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Are, and have been for 20 years

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Where the Answers Are, and have been for 20 years


Re: RANT: Downloading Patches for AR System and related / dependent applications...

2013-01-09 Thread Joe D'Souza
 

Yes that too – when these patches are not released around the same date,
sorting the date doesn’t help too much in arranging them all in a good
order.

 

And the hyperlinks to the files are so inconsistent in their naming format
that sometimes some cases patch 1, 2 3 and 4 could appear in the order 2, 4,
1, 3 (just a made up example but that’s how some of it is actually sorted.)
Even worse sometimes the SP of one type of product are mixed with the SP of
another because of bad naming conventions. It’s just as if the arrangement
on that shelf was done randomly by individuals and teams without a central
organization convention  without paying attention towards arranging them in
a logical sequence.

 

I’m yet to spend another unnecessary 5 or 10 minutes to make sure that I
haven’t missed downloading everything that is available for 7.6.04 Patch
004. This used to be a 5 minutes process with that good old table field with
a max of about 2 or 3 clicks per download.. Now its 2 or 3 clicks AND a few
scroll ups and scroll downs and then a few more of those scroll ups and
downs to make sure you haven’t missed something..

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of laurent matheo
Sent: Wednesday, January 09, 2013 4:00 PM
To: arslist@ARSLIST.ORG
Subject: Rép : Re: RANT: Downloading Patches for AR System and related /
dependent applications...

 

Indeed.

 

It happened a couple of times where I just gave up and downloaded everything
again :)

I don't know which sp it was, but I think the ARS and cmdb or ITSM weren't
released exactly at the same time so I was out of sync.

Le 09 jan 2013 à 21:48, Joe D'Souza jdso...@shyle.net a écrit :

 

The other pain point (no big deal though) is that personally I would rather
see the file name as is on the link, than a descriptive hyperlink to that
file that is being downloaded – for the simple reason as these files are
mostly in excess of a gig or so. If I have downloaded on two different
devices during the download process, I have very little visibility of what I
have already downloaded and what I have not by just looking at the download
site page and the files I already have on disk at different places if they
have been downloaded on more than one device (even if it is on a single
device.)

 

The best example of this is that documentations that are generally the same
for SRM. ITSM, RKM, etc, have different hyperlink names, but the underlying
file is the same.. I sometimes feel uncomfortable when I see that as what if
the zip file name is the same but the contents of that zip file are
different? I know they shouldn’t be different – but there is that discomfort
factor that makes me download both and then file compare.

 

This again is not user friendly.. I’m just saying – knowing that sometimes
we do get heard on this list :-)..

 

Joe

 


  _  


From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Wednesday, January 09, 2013 3:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: RANT: Downloading Patches for AR System and related / dependent
applications...

 

AOL Mode |ON - Me Too!

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Wednesday, January 09, 2013 1:52 PM
To: arslist@ARSLIST.ORG
Subject: RANT: Downloading Patches for AR System and related / dependant
applications...

 

** 

 

This used to be quite simple and easy using that little web application to
pick up the product, version, and search which would list all the options
(in a table field) available for that application. Its appearance was ‘very
organized’.

 

For 7.6.04, this seems to have been taken away as none of its patches are
available for download there. You have to look for them in the Download
Licensed BMC Products section which from a end user perspective, of
searching what you want and downloading, is time consuming and not quite
pleasing to the eye to find what you are looking for even if you are staring
at it.. There may be a method in the madness there, but I for one do not
quite like it.

 

A couple of days ago for e.g. I spent some extra time looking for ITSM
7.6.04 Patch 003 there, and not finding it there, spent some more time just
to make sure I might not be overlooking it.. In the end I felt I’m not
overlooking it only after writing to the user community asking you’ll if
there really is a patch 003 for ITSM or not.. This is hardly a way to
organize a catalog for an end user like me to search for when I am looking
for something specific.

 

I do not mind if they re-organize the shelf for downloading patches in a way
better than that table field, but this is definitely worse than that..

 

How many of you feel the same way as I do about this?

 

Joe

 

_ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist:
Where the Answers Are and have been for 20 years_

**


Re: All DECIMAL and CURRENCY data has been corrupted in AR Server 8.0.00

2013-01-09 Thread Joe D'Souza
She should be given a free guest entry as the youngest participant at a RUG
:)

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David
Sent: Wednesday, January 09, 2013 4:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: All DECIMAL and CURRENCY data has been corrupted in AR Server
8.0.00

That's great. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Wednesday, January 09, 2013 4:14 PM
To: arslist@ARSLIST.ORG
Subject: OT: All DECIMAL and CURRENCY data has been corrupted in AR Server
8.0.00

Hi,

One more thing...

Nora is still too small for the shirt, but she plans to join me at the next
WWRUG. She should have grown in to it by that time ;-)

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

 Misi,

 This indeed sounds quite bizarre. And the only thing that I can think 
 of, which I'm pretty sure you have as well and checked and crossed out 
 - but just in case you haven't - is there a funky piece of workflow 
 (AL's or F's) that manipulates the value to adjust that fraction by a 
 tiny bit, just prior to the update or insert?

 Joe

 PS: How's the baby doing.. You got to post a pic of the RUG sweater 
 that she got :-)

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
 Sent: Wednesday, January 09, 2013 10:03 AM
 To: arslist@ARSLIST.ORG
 Subject: All DECIMAL and CURRENCY data has been corrupted in AR Server 
 8.0.00

 Hi,

 I am having serious trouble with my Linux AR Server 8.0.00 (patch002 
 or unpatched), Linux, Oracle.

 All DECIMAL and CURRENCY data has been corrupted in the database. This 
 has happened on ALL records which were merged into the new server. It 
 also happens when you submit/modify any such fields with any client.

 I have attached a picture with the AR System Currency Ratios data, 
 where the problem-server is to the left, and a correct 7.6.04 SP2 
 Windows server to the right. The last two decimal places is wrong...

 With very small test with the included driver program, I changed a 
 DECIMAL value and verified that the wrong value is written to the
database.

 Driver: Set Entry on Decimal field
 0.864311

 ARAPILOGGING=88:
 0.864311

 SQL LOG:
 UPDATE T7 SET C1504=.864355,C5='miz',C6=1357735821 WHERE C1 = 
 '0040377'

 As you can see, the two last digits are stored as 55 instead of 11...

 I have tried this with many different clients and API-versions against 
 the same server, which tells me that this is a server issue.

 If I access other servers with the same client, the value is stored as 
 it is supposed to.

 I am running the server with se_SE.UTF-8 locale settings. This is not 
 supposed to give any problem, but maybe it is realated...

 Any ideas?

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

 Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12):
 * RRR|License - Not enough Remedy licenses? Save money by optimizing.
 * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
 Find these products, and many free tools and utilities, at http://rrr.se.

 __
 __
 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the 
 Answers Are, and have been for 20 years

 __
 _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
 Where the Answers Are, and have been for 20 years



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Re: All DECIMAL and CURRENCY data has been corrupted in AR Server 8.0.00

2013-01-09 Thread Joe D'Souza
I wonder if its some sort of a 'rounding up' built in function gone bad.
Have you tested the feature along with the same code in earlier versions?

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Wednesday, January 09, 2013 4:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: All DECIMAL and CURRENCY data has been corrupted in AR Server
8.0.00

Hi,

No, there is no workflow. Especially when I originally merged the data.

This happened, and happens, to EVERY field (currency and decimal).

Some data that did not have any decimal portion has been left intact. But
some
of that data ha been changed anyway. I see no big pattern, except that it
seems to change the last digit to 5 or the last two to 55.

For example 1350.00 was changed to 1350.05.

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

 Misi,

 This indeed sounds quite bizarre. And the only thing that I can think of,
 which I'm pretty sure you have as well and checked and crossed out - but
 just in case you haven't - is there a funky piece of workflow (AL's or
F's)
 that manipulates the value to adjust that fraction by a tiny bit, just
prior
 to the update or insert?

 Joe

 PS: How's the baby doing.. You got to post a pic of the RUG sweater that
she
 got :-)

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
 Sent: Wednesday, January 09, 2013 10:03 AM
 To: arslist@ARSLIST.ORG
 Subject: All DECIMAL and CURRENCY data has been corrupted in AR Server
 8.0.00

 Hi,

 I am having serious trouble with my Linux AR Server 8.0.00 (patch002 or
 unpatched), Linux, Oracle.

 All DECIMAL and CURRENCY data has been corrupted in the database. This has
 happened on ALL records which were merged into the new server. It also
 happens
 when you submit/modify any such fields with any client.

 I have attached a picture with the AR System Currency Ratios data, where
the
 problem-server is to the left, and a correct 7.6.04 SP2 Windows server to
 the
 right. The last two decimal places is wrong...

 With very small test with the included driver program, I changed a DECIMAL
 value and verified that the wrong value is written to the database.

 Driver: Set Entry on Decimal field
 0.864311

 ARAPILOGGING=88:
 0.864311

 SQL LOG:
 UPDATE T7 SET C1504=.864355,C5='miz',C6=1357735821 WHERE C1 =
 '0040377'

 As you can see, the two last digits are stored as 55 instead of 11...

 I have tried this with many different clients and API-versions against the
 same server, which tells me that this is a server issue.

 If I access other servers with the same client, the value is stored as it
is
 supposed to.

 I am running the server with se_SE.UTF-8 locale settings. This is not
 supposed
 to give any problem, but maybe it is realated...

 Any ideas?

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

 Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12):
 * RRR|License - Not enough Remedy licenses? Save money by optimizing.
 * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
 Find these products, and many free tools and utilities, at http://rrr.se.



 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Where the Answers Are, and have been for 20 years



___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Where the Answers Are, and have been for 20 years



___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

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Where the Answers Are, and have been for 20 years


Re: RANT: Downloading Patches for AR System and related / dependent applications...

2013-01-09 Thread Rick Cook
Joe, I'm with you on this one.  Going through the BMC Download page is
frustrating, because even though I have saved My Applications, the screen
never really has the appearance of something that I have in any way
customized, and it doesn't act in a way that would reward me for having
preloaded certain information by taking me where I want to go more quickly.

The Patch page, whatever one might say about its appearance, at least was
intuitive to use and pretty quick to show what was available.

Would love to see what Anne or some others could do about possibly
subsuming or linking the downloads from the product pages, though time will
tell how much that might help.

Rick


On Wed, Jan 9, 2013 at 1:32 PM, Joe D'Souza jdso...@shyle.net wrote:

 **

 ** **

 Yes that too – when these patches are not released around the same date,
 sorting the date doesn’t help too much in arranging them all in a good
 order.

 ** **

 And the hyperlinks to the files are so inconsistent in their naming format
 that sometimes some cases patch 1, 2 3 and 4 could appear in the order 2,
 4, 1, 3 (just a made up example but that’s how some of it is actually
 sorted.) Even worse sometimes the SP of one type of product are mixed with
 the SP of another because of bad naming conventions. It’s just as if the
 arrangement on that shelf was done randomly by individuals and teams
 without a central organization convention  without paying attention
 towards arranging them in a logical sequence.

 ** **

 I’m yet to spend another unnecessary 5 or 10 minutes to make sure that I
 haven’t missed downloading everything that is available for 7.6.04 Patch
 004. This used to be a 5 minutes process with that good old table field
 with a max of about 2 or 3 clicks per download.. Now its 2 or 3 clicks AND
 a few scroll ups and scroll downs and then a few more of those scroll ups
 and downs to make sure you haven’t missed something..

 ** **

 Joe

 ** **
  --

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *laurent matheo
 *Sent:* Wednesday, January 09, 2013 4:00 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Rép : Re: RANT: Downloading Patches for AR System and related
 / dependent applications...

 ** **

 Indeed.

 ** **

 It happened a couple of times where I just gave up and downloaded
 everything again :)

 I don't know which sp it was, but I think the ARS and cmdb or ITSM weren't
 released exactly at the same time so I was out of sync.

 Le 09 jan 2013 à 21:48, Joe D'Souza jdso...@shyle.net a écrit :

   

 The other pain point (no big deal though) is that personally I would
 rather see the file name as is on the link, than a descriptive hyperlink to
 that file that is being downloaded – for the simple reason as these files
 are mostly in excess of a gig or so. If I have downloaded on two different
 devices during the download process, I have very little visibility of what
 I have already downloaded and what I have not by just looking at the
 download site page and the files I already have on disk at different places
 if they have been downloaded on more than one device (even if it is on a
 single device.)

  

 The best example of this is that documentations that are generally the
 same for SRM. ITSM, RKM, etc, have different hyperlink names, but the
 underlying file is the same.. I sometimes feel uncomfortable when I see
 that as what if the zip file name is the same but the contents of that zip
 file are different? I know they shouldn’t be different – but there is that
 discomfort factor that makes me download both and then file compare.

  

 This again is not user friendly.. I’m just saying – knowing that sometimes
 we do get heard on this list J..

  

 Joe

  
  --

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Sanford, Claire
 *Sent:* Wednesday, January 09, 2013 3:39 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: RANT: Downloading Patches for AR System and related /
 dependent applications...

  

 AOL Mode |ON - Me Too!

  

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Joe D'Souza
 *Sent:* Wednesday, January 09, 2013 1:52 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* RANT: Downloading Patches for AR System and related /
 dependant applications...

  

 ** 

  

 This used to be quite simple and easy using that little web application to
 pick up the product, version, and search which would list all the options
 (in a table field) available for that application. Its appearance was ‘very
 organized’.

  

 For 7.6.04, this seems to have been taken away as none of its patches are
 available for download there. You have to look for them in the Download
 Licensed BMC Products section which from a end user perspective, of
 

Re: All DECIMAL and CURRENCY data has been corrupted in AR Server 8.0.00

2013-01-09 Thread Grooms, Frederick W
Have you checked to see if the Decimal still has the same Precision between the 
7.6.04 and the 8.0.0 ?

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Wednesday, January 09, 2013 3:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: All DECIMAL and CURRENCY data has been corrupted in AR Server 
8.0.00

Hi,

No, there is no workflow. Especially when I originally merged the data.

This happened, and happens, to EVERY field (currency and decimal).

Some data that did not have any decimal portion has been left intact. But some
of that data ha been changed anyway. I see no big pattern, except that it
seems to change the last digit to 5 or the last two to 55.

For example 1350.00 was changed to 1350.05.

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

 -Original Message-
 Misi,

 This indeed sounds quite bizarre. And the only thing that I can think of,
 which I'm pretty sure you have as well and checked and crossed out - but
 just in case you haven't - is there a funky piece of workflow (AL's or F's)
 that manipulates the value to adjust that fraction by a tiny bit, just prior
 to the update or insert?

 Joe

 PS: How's the baby doing.. You got to post a pic of the RUG sweater that she
 got :-)

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
 Sent: Wednesday, January 09, 2013 10:03 AM
 To: arslist@ARSLIST.ORG
 Subject: All DECIMAL and CURRENCY data has been corrupted in AR Server
 8.0.00

 Hi,

 I am having serious trouble with my Linux AR Server 8.0.00 (patch002 or
 unpatched), Linux, Oracle.

 All DECIMAL and CURRENCY data has been corrupted in the database. This has
 happened on ALL records which were merged into the new server. It also
 happens when you submit/modify any such fields with any client.

 I have attached a picture with the AR System Currency Ratios data, where the
 problem-server is to the left, and a correct 7.6.04 SP2 Windows server to
 the right. The last two decimal places is wrong...

 With very small test with the included driver program, I changed a DECIMAL
 value and verified that the wrong value is written to the database.

 Driver: Set Entry on Decimal field
 0.864311

 ARAPILOGGING=88:
 0.864311

 SQL LOG:
 UPDATE T7 SET C1504=.864355,C5='miz',C6=1357735821 WHERE C1 =
 '0040377'

 As you can see, the two last digits are stored as 55 instead of 11...

 I have tried this with many different clients and API-versions against the
 same server, which tells me that this is a server issue.

 If I access other servers with the same client, the value is stored as it is
 supposed to.

 I am running the server with se_SE.UTF-8 locale settings. This is not
 supposed to give any problem, but maybe it is realated...

 Any ideas?

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

 Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12):
 * RRR|License - Not enough Remedy licenses? Save money by optimizing.
 * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
 Find these products, and many free tools and utilities, at http://rrr.se.



___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years


Re: Rép : Re: RANT: Downloading Patches for AR System and related / dependant applications...

2013-01-09 Thread Joe D'Souza
 

And I think it’s a great idea to keep a matrix kind of an index of all the
products, patches and going one step further hotfixes if made public to
existing customers. It will serve as a quick cheat sheet to system admins as
well as us consultants. Its easy to forget that there was no ITSM patch 003
for 7.6.04 when you are on lets say patch 10 if you needed to back track on
something for whatever reasons..

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of laurent matheo
Sent: Wednesday, January 09, 2013 4:39 PM
To: arslist@ARSLIST.ORG
Subject: Rép : Re: RANT: Downloading Patches for AR System and related /
dependant applications...

 

Nope actually I just made it as a POC :)

I completed it for 7.6.04 and 8.0 (itsm, analytics, bo, dashboards,
integrator, online help, migrator, online chat), please find the xlsx
attached.

Perhaps you'll need to check a couple of stuff, but it should be accurate :)

 


Le 09 jan 2013 à 21:52, Joe D'Souza jdso...@shyle.net a écrit :

 

This is a great /excellent / terrific idea. Some sort of a patch matrix just
like they have a compatibility matrix.. Having something like this at hand,
I, as an end user would not need to double check for existence or non
existence of a patch when I see a blank there.. Is this already there
somewhere online? Or did you prepare this? I would find a cheat sheet such
as this very very very (I cannot emphasize enough) useful when managing my
downloads. It would save me time and I would know for sure that I am not
missing anything.

 

Joe

 


  _  


From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of laurent matheo
Sent: Wednesday, January 09, 2013 3:25 PM
To: arslist@ARSLIST.ORG
Subject: Rép : RANT: Downloading Patches for AR System and related /
dependant applications...

 

I agree.

 

Perhaps they could use the doc wiki to do a summary, but cross modules, not
just only ARS in ars page, just CMDB in cmdb page (and so on).

A common page to all modules, pretty much a summary with an array and links,
nothing fancy but just something like that so you could see in a glance what
you need to download and when it was released:

 

image002.jpg

 

The other problem is that sometimes it's just hard to find a product,
let's say chat 8.0.0. It doesn't have its own entry and you have to know
it's under ITSM.

The search functionality only looks into the parent level and not childs
level. I guess an option like check in childs too would be nice.

 

 


Le 09 jan 2013 à 20:51, Joe D'Souza jdso...@shyle.net a écrit :

 

This used to be quite simple and easy using that little web application to
pick up the product, version, and search which would list all the options
(in a table field) available for that application. Its appearance was ‘very
organized’.

 

For 7.6.04, this seems to have been taken away as none of its patches are
available for download there. You have to look for them in the Download
Licensed BMC Products section which from a end user perspective, of
searching what you want and downloading, is time consuming and not quite
pleasing to the eye to find what you are looking for even if you are staring
at it.. There may be a method in the madness there, but I for one do not
quite like it.

 

A couple of days ago for e.g. I spent some extra time looking for ITSM
7.6.04 Patch 003 there, and not finding it there, spent some more time just
to make sure I might not be overlooking it.. In the end I felt I’m not
overlooking it only after writing to the user community asking you’ll if
there really is a patch 003 for ITSM or not.. This is hardly a way to
organize a catalog for an end user like me to search for when I am looking
for something specific.

 

I do not mind if they re-organize the shelf for downloading patches in a way
better than that table field, but this is definitely worse than that..

 

How many of you feel the same way as I do about this?

 

Joe

_ARSlist: Where the Answers Are and have been for 20 years_

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Re: SLA Service Targets

2013-01-09 Thread Schon, Stuart
We wrote a bespoke side solution to get over this problem - had it from
6.3 days but still appropriate at 7.6.04.

 

Basically we created 2 forms to contain various combinations of
'criteria' which are searched for a hit. Criteria being Customer, Op
Cat, Prod Cat, Location, VIP, Priority and SLA Type
(Response/Resolution). The forms also contain the Business Time
applicable.

 

The tables are searched from detailed to general, i.e. populate all
search fields first then drop field values (is a controlled order) until
a hit is made; there is a final default of 6mths to always get a hit
(normally on customer). The result of the search provides a 'Name' for
the SLA to be applied. Actually the search is performed 4 times; twice
for long and short Response targets and twice for long and short
Resolution targets. These tables are appropriately indexed to ensure
rapid 'find'. The Name and Business Time is stored on the Incident form.

 

We rewrote the Service Targets to only look for the 'Name'; i.e. TC
would = 'SLAResponseA=1 Hour Response'. This meant that we only have a
list of approx. 100-150 generic targets i.e. 1 hr, 2 hr, 6 hr etc.

 

The result is that when we on-board a new customer we add 'criteria' to
the tables only i.e. a data load. We occasionally add a new SVT buts is
pretty rare.

 

The solution works well and still allows us to create 'special' SVT's
for vendors and team measurement.

 

 

Stuart Schon
Service Desk Systems - Manager

Fujitsu Australia Limited




From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of bob lind
Sent: Thursday, 10 January 2013 6:56 AM
To: arslist@ARSLIST.ORG
Subject: SLA Service Targets

 

** 

Using ITSM 7.6.04 with SLM installed, I would like to set up a series of
service targets that are ordered.  For example:

 

For an op cat that is a password reset use PasswordReset Service Target

For any other op cats that are Account Management use Account Management
Service Target

For a customer that is a VIP use VIP Service Target

For a customer where the incident is a High Priority use High Priority
Service Target

For anything that isn't in one of the above categories use a Generic
Incident Service Target.

 

The problem is that if more than one condition is true, then more than
one Service Target will attach.  There is probably a field on incident
that tells if a service target is attached that could be used in the
service target's conditional statement to prevent more than one target
to be attached.  But how do you order the attachment of the service
targets?  The underlying attachment filters all have an execution order
of 700 and modifying that would be overwritten whenever the service
target is rebuilt.  Writing a conditional for everything else becomes
kind of complicated (i.e. not a vip and not a password reset and not a
high priority and not account management and not this and not that) and
requires update whenever a new service target is created.

 

Is there an easier way to do this?


-- 
Bob Lind
IT Jobs posted daily on
klslconsulting.com 

_ARSlist: Where the Answers Are and have been for 20 years_ 


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Re: RANT: Downloading Patches for AR System and related / dependent applications...

2013-01-09 Thread Joe D'Souza
Yes I agree, there is so little advantage of pre-selecting those, that I do
not even bother to do that nowadays when I am given a new contract ID at a
new site. This site has one product only anyways, and despite that I’m
having a little bit of a frustration trying to find all the stuff I needed.
I would feel really frustrated if they had more than one product purchased!

 

The patch page didn’t look great but was quite a functional page where I
didn’t have to spend more time than necessary. Just a few clicks and you
could be done with what you needed there and just wait for it to download.

 

In a very ideal world (fantasy world for many of us), an ideal download page
for patches and products would have been one where based on what your
current product ownership is,, it would automatically pop up a download
dialog (s) for the one or more products that you own after you have agreed
to the license agreement thus even avoiding the search the user has to do to
click on what he / she needs.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Wednesday, January 09, 2013 4:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: RANT: Downloading Patches for AR System and related / dependent
applications...

 

** 

Joe, I'm with you on this one.  Going through the BMC Download page is
frustrating, because even though I have saved My Applications, the screen
never really has the appearance of something that I have in any way
customized, and it doesn't act in a way that would reward me for having
preloaded certain information by taking me where I want to go more quickly.

The Patch page, whatever one might say about its appearance, at least was
intuitive to use and pretty quick to show what was available.

Would love to see what Anne or some others could do about possibly subsuming
or linking the downloads from the product pages, though time will tell how
much that might help.

Rick

 

On Wed, Jan 9, 2013 at 1:32 PM, Joe D'Souza jdso...@shyle.net wrote:

** 

 

Yes that too – when these patches are not released around the same date,
sorting the date doesn’t help too much in arranging them all in a good
order.

 

And the hyperlinks to the files are so inconsistent in their naming format
that sometimes some cases patch 1, 2 3 and 4 could appear in the order 2, 4,
1, 3 (just a made up example but that’s how some of it is actually sorted.)
Even worse sometimes the SP of one type of product are mixed with the SP of
another because of bad naming conventions. It’s just as if the arrangement
on that shelf was done randomly by individuals and teams without a central
organization convention  without paying attention towards arranging them in
a logical sequence.

 

I’m yet to spend another unnecessary 5 or 10 minutes to make sure that I
haven’t missed downloading everything that is available for 7.6.04 Patch
004. This used to be a 5 minutes process with that good old table field with
a max of about 2 or 3 clicks per download.. Now its 2 or 3 clicks AND a few
scroll ups and scroll downs and then a few more of those scroll ups and
downs to make sure you haven’t missed something..

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of laurent matheo
Sent: Wednesday, January 09, 2013 4:00 PM
To: arslist@ARSLIST.ORG
Subject: Rép : Re: RANT: Downloading Patches for AR System and related /
dependent applications...

 

Indeed.

 

It happened a couple of times where I just gave up and downloaded everything
again :)

I don't know which sp it was, but I think the ARS and cmdb or ITSM weren't
released exactly at the same time so I was out of sync.

Le 09 jan 2013 à 21:48, Joe D'Souza jdso...@shyle.net a écrit :

 

The other pain point (no big deal though) is that personally I would rather
see the file name as is on the link, than a descriptive hyperlink to that
file that is being downloaded – for the simple reason as these files are
mostly in excess of a gig or so. If I have downloaded on two different
devices during the download process, I have very little visibility of what I
have already downloaded and what I have not by just looking at the download
site page and the files I already have on disk at different places if they
have been downloaded on more than one device (even if it is on a single
device.)

 

The best example of this is that documentations that are generally the same
for SRM. ITSM, RKM, etc, have different hyperlink names, but the underlying
file is the same.. I sometimes feel uncomfortable when I see that as what if
the zip file name is the same but the contents of that zip file are
different? I know they shouldn’t be different – but there is that discomfort
factor that makes me download both and then file compare.

 

This again is not user friendly.. I’m just saying – knowing that sometimes
we do get heard on this list :-)..

 

Joe

 


  _  


From: Action Request System 

Rép : Re: Re: RANT: Downloading Patches for AR System and related / dependant applications...

2013-01-09 Thread laurent matheo
**
Yep, I'll post on the community to get in touch with the doc team (or perhaps some of them are on arslist) (?).Le 10 jan 2013 à 00:18, Joe D'Souza jdso...@shyle.net a écrit :And I think it’s a great idea to keep a matrix kind of an index of all the products, patches and going one step further hotfixes if made public to existing customers. It will serve as a quick cheat sheet to system admins as well as us consultants. Its easy to forget that there was no ITSM patch 003 for 7.6.04 when you are on lets say patch 10 if you needed to back track on something for whatever reasons..JoeFrom: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of laurent matheo Sent: Wednesday, January 09, 2013 4:39 PM To: arslist@ARSLIST.ORG Subject: Rép : Re: RANT: Downloading Patches for AR System and related / dependant applications...Nope actually I just made it as a POC :)I completed it for 7.6.04 and 8.0 (itsm, analytics, bo, dashboards, integrator, online help, migrator, online chat), please find the xlsx attached.Perhaps you'll need to check a couple of stuff, but it should be accurate :) Le 09 jan 2013 à 21:52, Joe D'Souza jdso...@shyle.net a écrit :This is a great /excellent / terrific idea. Some sort of a patch matrix just like they have a compatibility matrix.. Having something like this at hand, I, as an end user would not need to double check for existence or non existence of a patch when I see a blank there.. Is this already there somewhere online? Or did you prepare this? I would find a cheat sheet such as this very very very (I cannot emphasize enough) useful when managing my downloads. It would save me time and I would know for sure that I am not missing anything.JoeFrom: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of laurent matheo Sent: Wednesday, January 09, 2013 3:25 PM To: arslist@ARSLIST.ORG Subject: Rép : RANT: Downloading Patches for AR System and related / dependant applications...I agree.Perhaps they could use the doc wiki to do a summary, but cross modules, not just only ARS in ars page, just CMDB in cmdb page (and so on).A common page to all modules, pretty much a summary with an array and links, nothing fancy but just something like that so you could see in a glance what you need to download and when it was released:image002.jpgThe other "problem" is that sometimes it's just "hard" to find a product, let's say "chat 8.0.0". It doesn't have its own entry and you have to know it's under ITSM.The search functionality only looks into the "parent" level and not childs level. I guess an option like "check in childs too" would be nice. Le 09 jan 2013 à 20:51, Joe D'Souza jdso...@shyle.net a écrit :This used to be quite simple and easy using that little web application to pick up the product, version, and search which would list all the options (in a table field) available for that application. Its appearance was ‘very organized’.For 7.6.04, this seems to have been taken away as none of its patches are available for download there. You have to look for them in the Download Licensed BMC Products section which from a end user perspective, of searching what you want and downloading, is time consuming and not quite pleasing to the eye to find what you are looking for even if you are staring at it.. There may be a method in the madness there, but I for one do not quite like it.A couple of days ago for e.g. I spent some extra time looking for ITSM 7.6.04 Patch 003 there, and not finding it there, spent some more time just to make sure I might not be overlooking it.. In the end I felt I’m not overlooking it only after writing to the user community asking you’ll if there really is a patch 003 for ITSM or not.. This is hardly a way to organize a catalog for an end user like me to search for when I am looking for something specific.I do not mind if they re-organize the shelf for downloading patches in a way better than that table field, but this is definitely worse than that..How many of you feel the same way as I do about this?Joe_ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_**_ARSlist: "Where the Answers Are" and have been for 20 years_


Re: ITSM 7.6.04 Panel Permissions

2013-01-09 Thread Jason Miller
Are you getting an error or does it just ignore what you are trying to do?

Jason


On Tue, Jan 8, 2013 at 2:37 PM, Sanford, Claire 
claire.sanf...@memorialhermann.org wrote:

 I know this is basic Roles and Permissions,  but I am having trouble
 with ITSM and a panel.

 I have a panel that I added to the AST:Computer System form.  I want only
 Asset Admins to be able to see the panel.  When I give that permission to
 the panel, the application will not save it.  I have to give it public
 permissions.

 What am I doing wrong.  I even tried creating a special group/role and it
 won't let me save it within the application...


 ITSM 7.6.04 SP2
 ARS 7.6.04 SP3
 Oracle 11.2.0.3.0 - 64bit Production
 Win 2008 Server

 Claire Sanford
 Information Systems Division
 Memorial Hermann Healthcare System
 claire.sanf...@memorialhermann.org




 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Where the Answers Are, and have been for 20 years


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Re: ITSM 7.6.04 Panel Permissions

2013-01-09 Thread Sanford, Claire
It blanks out the permissions I gave the panel.  It goes from 1 Permission to 
0 Permission

ITSM doesn't like it when you create your own roles either!  Very frustrating!  
I hear - We used to do this in the old Remedy, why can't we do it in the new 
better Remedy?? I reply - Because the  developers of the new Remedy did not 
know how to program using the old Remedy

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Wednesday, January 09, 2013 5:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.04 Panel Permissions

**
Are you getting an error or does it just ignore what you are trying to do?

Jason

On Tue, Jan 8, 2013 at 2:37 PM, Sanford, Claire 
claire.sanf...@memorialhermann.orgmailto:claire.sanf...@memorialhermann.org 
wrote:
I know this is basic Roles and Permissions,  but I am having trouble with 
ITSM and a panel.

I have a panel that I added to the AST:Computer System form.  I want only Asset 
Admins to be able to see the panel.  When I give that permission to the panel, 
the application will not save it.  I have to give it public permissions.

What am I doing wrong.  I even tried creating a special group/role and it won't 
let me save it within the application...


ITSM 7.6.04 SP2
ARS 7.6.04 SP3
Oracle 11.2.0.3.0 - 64bit Production
Win 2008 Server

Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
claire.sanf...@memorialhermann.orgmailto:claire.sanf...@memorialhermann.org



___
UNSUBSCRIBE or access ARSlist Archives at 
www.arslist.orghttp://www.arslist.org
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_ARSlist: Where the Answers Are and have been for 20 years_

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Rép : Re: ITSM 7.6.04 Panel Permissions

2013-01-09 Thread laurent matheo
**
Did you check my previous email?Hi Claire :)I just tried on 7.6.04 sp2.Indeed if you choose "Asset admin" as "group" it won't stay, when I choose "Asset Admin" as "Role" (I got both on my list) then it staid.I tried on the panel "Impacted Areas".Laurent.Le 10 jan 2013 à 00:51, "Sanford, Claire" claire.sanf...@memorialhermann.org a écrit :It blanks out the permissions I gave the panel. It goes from “1 Permission” to “0 Permission”ITSM doesn’t like it when you create your own roles either! Very frustrating! I hear - “We used to do this in the old Remedy, why can’t we do it in the new better Remedy??” I reply – “Because the developers of the new Remedy did not know how to program using the old Remedy”From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Wednesday, January 09, 2013 5:39 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.6.04 Panel Permissions** Are you getting an error or does it just ignore what you are trying to do?JasonOn Tue, Jan 8, 2013 at 2:37 PM, Sanford, Claire claire.sanf...@memorialhermann.org wrote:I know this is basic "Roles and Permissions", but I am having trouble with ITSM and a panel.  I have a panel that I added to the AST:Computer System form. I want only Asset Admins to be able to see the panel. When I give that permission to the panel, the application will not save it. I have to give it public permissions.  What am I doing wrong. I even tried creating a special group/role and it won't let me save it within the application...   ITSM 7.6.04 SP2 ARS 7.6.04 SP3 Oracle 11.2.0.3.0 - 64bit Production Win 2008 Server  Claire Sanford Information Systems Division Memorial Hermann Healthcare System claire.sanf...@memorialhermann.org___ UNSUBSCRIBE or access ARSlist Archives at  www.arslist.org "Where the Answers Are, and have been for 20 years"_ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_**_ARSlist: "Where the Answers Are" and have been for 20 years_


Re: Rép : Re: ITSM 7.6.04 Panel Permissions

2013-01-09 Thread Jason Miller
Yeah, after I replied :)

Gmail didn't thread your reply so I it looked like there wasn't a reply
yet.  (I blame Apple)

Jason


On Wed, Jan 9, 2013 at 3:54 PM, laurent matheo lm...@me.com wrote:

 **
 Did you check my previous email?
 
 Hi Claire :)

 I just tried on 7.6.04 sp2.
 Indeed if you choose Asset admin as group it won't stay, when I choose
 Asset Admin as Role (I got both on my list) then it staid.
 I tried on the panel Impacted Areas.

 Laurent.

 

 Le 10 jan 2013 à 00:51, Sanford, Claire 
 claire.sanf...@memorialhermann.org a écrit :

 It blanks out the permissions I gave the panel.  It goes from “1
 Permission” to “0 Permission”



 ITSM doesn’t like it when you create your own roles either!  Very
 frustrating!  I hear - “We used to do this in the old Remedy, why can’t
 we do it in the new better Remedy??” I reply – “Because the  developers
 of the new Remedy did not know how to program using the old Remedy”



 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Jason Miller
 *Sent:* Wednesday, January 09, 2013 5:39 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: ITSM 7.6.04 Panel Permissions



 **

 Are you getting an error or does it just ignore what you are trying to do?



 Jason



 On Tue, Jan 8, 2013 at 2:37 PM, Sanford, Claire 
 claire.sanf...@memorialhermann.org wrote:

 I know this is basic Roles and Permissions,  but I am having trouble
 with ITSM and a panel.

 I have a panel that I added to the AST:Computer System form.  I want only
 Asset Admins to be able to see the panel.  When I give that permission to
 the panel, the application will not save it.  I have to give it public
 permissions.

 What am I doing wrong.  I even tried creating a special group/role and it
 won't let me save it within the application...


 ITSM 7.6.04 SP2
 ARS 7.6.04 SP3
 Oracle 11.2.0.3.0 - 64bit Production
 Win 2008 Server

 Claire Sanford
 Information Systems Division
 Memorial Hermann Healthcare System
 claire.sanf...@memorialhermann.org




 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Where the Answers Are, and have been for 20 years



 _ARSlist: Where the Answers Are and have been for 20 years_
 _ARSlist: Where the Answers Are and have been for 20 years_
 **

 _ARSlist: Where the Answers Are and have been for 20 years_

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Rép : Re: Re: ITSM 7.6.04 Panel Permissions

2013-01-09 Thread laurent matheo
**
Hummm perhaps it's due to the "icloud.com" online email handler... It's so lame, search function in it is so bad...I guess I'll switch to thunderbird.Le 10 jan 2013 à 01:01, Jason Miller jason.mil...@gmail.com a écrit :**Yeah, after I replied :)Gmaildidn't thread your reply so I it looked like there wasn't a reply yet. (I blame Apple)JasonOn Wed, Jan 9, 2013 at 3:54 PM, laurent matheo lm...@me.com wrote:**Did you check my previous email?Hi Claire :)I just tried on 7.6.04 sp2.Indeed if you choose "Asset admin" as "group" it won't stay, when I choose "Asset Admin" as "Role" (I got both on my list) then it staid.I tried on the panel "Impacted Areas".Laurent.Le 10 jan 2013 à 00:51, "Sanford, Claire" claire.sanf...@memorialhermann.org a écrit : It blanks out the permissions I gave the panel. It goes from “1 Permission” to “0 Permission”ITSM doesn’t like it when you create your own roles either! Very frustrating! I hear - “We used to do this in the old Remedy, why can’t we do it in the new better Remedy??” I reply – “Because the developers of the new Remedy did not know how to program using the old Remedy”From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Wednesday, January 09, 2013 5:39 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.6.04 Panel Permissions** Are you getting an error or does it just ignore what you are trying to do?JasonOn Tue, Jan 8, 2013 at 2:37 PM, Sanford, Claire claire.sanf...@memorialhermann.org wrote:I know this is basic "Roles and Permissions", but I am having trouble with ITSM and a panel.  I have a panel that I added to the AST:Computer System form. I want only Asset Admins to be able to see the panel. When I give that permission to the panel, the application will not save it. I have to give it public permissions.  What am I doing wrong. I even tried creating a special group/role and it won't let me save it within the application...   ITSM 7.6.04 SP2 ARS 7.6.04 SP3 Oracle 11.2.0.3.0 - 64bit Production Win 2008 Server  Claire Sanford Information Systems Division Memorial Hermann Healthcare System claire.sanf...@memorialhermann.org___ UNSUBSCRIBE or access ARSlist Archives at  www.arslist.org "Where the Answers Are, and have been for 20 years"_ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_**_ARSlist: "Where the Answers Are" and have been for 20 years__ARSlist: "Where the Answers Are" and have been for 20 years__ARSlist: "Where the Answers Are" and have been for 20 years_


Re: ITSM 7.6.04 Panel Permissions

2013-01-09 Thread Jason Miller
ITSM shouldn't care.  It is an AR function (at least at the core until you
start making ITSM config records that go along with the roles).

Did you try what Laurent suggested?

On Wed, Jan 9, 2013 at 3:51 PM, Sanford, Claire Claire.Sanford@
memorialhermann.org wrote:

 **

 It blanks out the permissions I gave the panel.  It goes from “1
 Permission” to “0 Permission”

 ** **

 ITSM doesn’t like it when you create your own roles either!  Very
 frustrating!  I hear - “We used to do this in the old Remedy, why can’t
 we do it in the new better Remedy??” I reply – “Because the  developers
 of the new Remedy did not know how to program using the old Remedy”

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Jason Miller
 *Sent:* Wednesday, January 09, 2013 5:39 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: ITSM 7.6.04 Panel Permissions

 ** **

 ** 

 Are you getting an error or does it just ignore what you are trying to do?
 

 ** **

 Jason

 ** **

 On Tue, Jan 8, 2013 at 2:37 PM, Sanford, Claire 
 claire.sanf...@memorialhermann.org wrote:

 I know this is basic Roles and Permissions,  but I am having trouble
 with ITSM and a panel.

 I have a panel that I added to the AST:Computer System form.  I want only
 Asset Admins to be able to see the panel.  When I give that permission to
 the panel, the application will not save it.  I have to give it public
 permissions.

 What am I doing wrong.  I even tried creating a special group/role and it
 won't let me save it within the application...


 ITSM 7.6.04 SP2
 ARS 7.6.04 SP3
 Oracle 11.2.0.3.0 - 64bit Production
 Win 2008 Server

 Claire Sanford
 Information Systems Division
 Memorial Hermann Healthcare System
 claire.sanf...@memorialhermann.org




 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Where the Answers Are, and have been for 20 years

 ** **

 _ARSlist: Where the Answers Are and have been for 20 years_ 
  _ARSlist: Where the Answers Are and have been for 20 years_

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Re: Rép : Re: Re: ITSM 7.6.04 Panel Permissions

2013-01-09 Thread Jason Miller
I have to admit the iOS is email client is the only thing I have found that
can thread BMC Communities emails.

Jason


On Wed, Jan 9, 2013 at 4:03 PM, laurent matheo lm...@me.com wrote:

 **
 Hummm perhaps it's due to the icloud.com online email handler... It's
 so lame, search function in it is so bad...
 I guess I'll switch to thunderbird.

 Le 10 jan 2013 à 01:01, Jason Miller jason.mil...@gmail.com a écrit :

 **
 Yeah, after I replied :)

 Gmail didn't thread your reply so I it looked like there wasn't a reply
 yet.  (I blame Apple)

 Jason


 On Wed, Jan 9, 2013 at 3:54 PM, laurent matheo lm...@me.com wrote:

 **
 Did you check my previous email?
 
 Hi Claire :)

 I just tried on 7.6.04 sp2.
 Indeed if you choose Asset admin as group it won't stay, when I
 choose Asset Admin as Role (I got both on my list) then it staid.
 I tried on the panel Impacted Areas.

 Laurent.

 

 Le 10 jan 2013 à 00:51, Sanford, Claire 
 claire.sanf...@memorialhermann.org a écrit :

 It blanks out the permissions I gave the panel.  It goes from “1
 Permission” to “0 Permission”



 ITSM doesn’t like it when you create your own roles either!  Very
 frustrating!  I hear - “We used to do this in the old Remedy, why can’t
 we do it in the new better Remedy??” I reply – “Because the  developers
 of the new Remedy did not know how to program using the old Remedy”



 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Jason Miller
 *Sent:* Wednesday, January 09, 2013 5:39 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: ITSM 7.6.04 Panel Permissions



 **

 Are you getting an error or does it just ignore what you are trying to do?



 Jason



 On Tue, Jan 8, 2013 at 2:37 PM, Sanford, Claire 
 claire.sanf...@memorialhermann.org wrote:

 I know this is basic Roles and Permissions,  but I am having trouble
 with ITSM and a panel.

 I have a panel that I added to the AST:Computer System form.  I want only
 Asset Admins to be able to see the panel.  When I give that permission to
 the panel, the application will not save it.  I have to give it public
 permissions.

 What am I doing wrong.  I even tried creating a special group/role and it
 won't let me save it within the application...


 ITSM 7.6.04 SP2
 ARS 7.6.04 SP3
 Oracle 11.2.0.3.0 - 64bit Production
 Win 2008 Server

 Claire Sanford
 Information Systems Division
 Memorial Hermann Healthcare System
 claire.sanf...@memorialhermann.org




 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Where the Answers Are, and have been for 20 years



 _ARSlist: Where the Answers Are and have been for 20 years_
 _ARSlist: Where the Answers Are and have been for 20 years_
 **

 _ARSlist: Where the Answers Are and have been for 20 years_


 _ARSlist: Where the Answers Are and have been for 20 years_

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Rép : Re: RANT: Downloading Patches for AR System and related / dependent applications...

2013-01-09 Thread laurent matheo
**
I actually created an idea:https://communities.bmc.com/communities/ideas/1598Le 10 jan 2013 à 00:27, Joe D'Souza jdso...@shyle.net a écrit :Yes I agree, there is so little advantage of pre-selecting those, that I do not even bother to do that nowadays when I am given a new contract ID at a new site. This site has one product only anyways, and despite that I’m having a little bit of a frustration trying to find all the stuff I needed. I would feel really frustrated if they had more than one product purchased!The patch page didn’t look great but was quite a functional page where I didn’t have to spend more time than necessary. Just a few clicks and you could be done with what you needed there and just wait for it to download.In a very ideal world (fantasy world for many of us), an ideal download page for patches and products would have been one where based on what your current product ownership is,, it would automatically pop up a download dialog (s) for the one or more products that you own after you have agreed to the license agreement thus even avoiding the search the user has to do to click on what he / she needs.JoeFrom: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Wednesday, January 09, 2013 4:38 PM To: arslist@ARSLIST.ORG Subject: Re: RANT: Downloading Patches for AR System and related / dependent applications...** Joe, I'm with you on this one. Going through the BMC Download page is frustrating, because even though I have saved "My Applications", the screen never really has the appearance of something that I have in any way customized, and it doesn't act in a way that would reward me for having preloaded certain information by taking me where I want to go more quickly.  The Patch page, whatever one might say about its appearance, at least was intuitive to use and pretty quick to show what was available.Would love to see what Anne or some others could do about possibly subsuming or linking the downloads from the product pages, though time will tell how much that might help.  RickOn Wed, Jan 9, 2013 at 1:32 PM, Joe D'Souza jdso...@shyle.net wrote:** Yes that too – when these patches are not released around the same date, sorting the date doesn’t help too much in arranging them all in a good order.And the hyperlinks to the files are so inconsistent in their naming format that sometimes some cases patch 1, 2 3 and 4 could appear in the order 2, 4, 1, 3 (just a made up example but that’s how some of it is actually sorted.) Even worse sometimes the SP of one type of product are mixed with the SP of another because of bad naming conventions. It’s just as if the arrangement on that shelf was done randomly by individuals and teams without a central organization convention  without paying attention towards arranging them in a logical sequence.I’m yet to spend another unnecessary 5 or 10 minutes to make sure that I haven’t missed downloading everything that is available for 7.6.04 Patch 004. This used to be a 5 minutes process with that good old table field with a max of about 2 or 3 clicks per download.. Now its 2 or 3 clicks AND a few scroll ups and scroll downs and then a few more of those scroll ups and downs to make sure you haven’t missed something..JoeFrom: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of laurent matheo Sent: Wednesday, January 09, 2013 4:00 PM To: arslist@ARSLIST.ORG Subject: Rép : Re: RANT: Downloading Patches for AR System and related / dependent applications...Indeed.It happened a couple of times where I just gave up and downloaded everything again :)I don't know which sp it was, but I think the ARS and cmdb or ITSM weren't released exactly at the same time so I was "out of sync".  Le 09 jan 2013 à 21:48, Joe D'Souza jdso...@shyle.net a écrit :The other pain point (no big deal though) is that personally I would rather see the file name as is on the link, than a descriptive hyperlink to that file that is being downloaded – for the simple reason as these files are mostly in excess of a gig or so. If I have downloaded on two different devices during the download process, I have very little visibility of what I have already downloaded and what I have not by just looking at the download site page and the files I already have on disk at different places if they have been downloaded on more than one device (even if it is on a single device.)The best example of this is that documentations that are generally the same for SRM. ITSM, RKM, etc, have different hyperlink names, but the underlying file is the same.. I sometimes feel uncomfortable when I see that as what if the zip file name is the same but the contents of that zip file are different? I know they shouldn’t be different – but there is that discomfort factor that makes me download both and then file compare.This again is not user friendly.. I’m just saying – knowing that sometimes we do get heard on this list J..JoeFrom: Action 

Re: Rép : Re: Re: RANT: Downloading Patches for AR System and related / dependent applications...

2013-01-09 Thread Easter, David
FYI, the “old PDF” compatibility is still available until the new SPAC utility 
can be enhanced to provide the same information as the PDF.

http://www.bmc.com/support/reg/remedy-compatibility-tables.html

-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 laurent matheo
Sent: Wednesday, January 09, 2013 4:44 PM
To: arslist@ARSLIST.ORG
Subject: Rép : Re: Re: RANT: Downloading Patches for AR System and related / 
dependent applications...

**
Amen to that :)
Don't want to rant too, but we had a seizure the other day when we first saw 
the new compatibility matrix.
I guess we'll get used to it, but now it's pretty hard to give it to a customer 
since it looks less official than a stamped pdf with bmc logo on it.

Le 10 jan 2013 à 01:41, Joe D'Souza jdso...@shyle.net a écrit :

Perfect. Others who commented on this thread and those who wished to have 
commented but not have, could go out to this and put their comments in the 
comments section so BMC gets an idea of what we are looking for and consolidate 
those and see if they can build on it to get us a better functional product and 
patch management download site. It definitely needs a tuneup – there is no 
doubt on that – especially more so as BMC is continually acquiring partners and 
products. I can’t imagine what this site would look like a few more 
acquisitions late.

Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of laurent matheo
Sent: Wednesday, January 09, 2013 7:20 PM
To: arslist@ARSLIST.ORG
Subject: Rép : Re: RANT: Downloading Patches for AR System and related / 
dependent applications...

I actually created an idea:
https://communities.bmc.com/communities/ideas/1598


Le 10 jan 2013 à 00:27, Joe D'Souza jdso...@shyle.net a écrit :
Yes I agree, there is so little advantage of pre-selecting those, that I do not 
even bother to do that nowadays when I am given a new contract ID at a new 
site. This site has one product only anyways, and despite that I’m having a 
little bit of a frustration trying to find all the stuff I needed. I would feel 
really frustrated if they had more than one product purchased!

The patch page didn’t look great but was quite a functional page where I didn’t 
have to spend more time than necessary. Just a few clicks and you could be done 
with what you needed there and just wait for it to download.

In a very ideal world (fantasy world for many of us), an ideal download page 
for patches and products would have been one where based on what your current 
product ownership is,, it would automatically pop up a download dialog (s) for 
the one or more products that you own after you have agreed to the license 
agreement thus even avoiding the search the user has to do to click on what he 
/ she needs.

Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Wednesday, January 09, 2013 4:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: RANT: Downloading Patches for AR System and related / dependent 
applications...

**
Joe, I'm with you on this one.  Going through the BMC Download page is 
frustrating, because even though I have saved My Applications, the screen 
never really has the appearance of something that I have in any way customized, 
and it doesn't act in a way that would reward me for having preloaded certain 
information by taking me where I want to go more quickly.

The Patch page, whatever one might say about its appearance, at least was 
intuitive to use and pretty quick to show what was available.
Would love to see what Anne or some others could do about possibly subsuming or 
linking the downloads from the product pages, though time will tell how much 
that might help.

Rick

On Wed, Jan 9, 2013 at 1:32 PM, Joe D'Souza 
jdso...@shyle.netmailto:jdso...@shyle.net wrote:
**

Yes that too – when these patches are not released around the same date, 
sorting the date doesn’t help too much in arranging them all in a good order.

And the hyperlinks to the files are so inconsistent in their naming format that 
sometimes some cases patch 1, 2 3 and 4 could appear in the order 2, 4, 1, 3 
(just a made up example but that’s how some of it is actually sorted.) Even 
worse sometimes the SP of one type of product are mixed with the SP of another 
because of bad naming conventions. It’s just as if the arrangement on that 
shelf was done randomly by individuals and teams without a central organization 

Rép : Re: Re: Re: RANT: Downloading Patches for AR System and related / dependent applications...

2013-01-09 Thread laurent matheo
**
Ah cool, missed that :)Thanks.Le 10 jan 2013 à 01:59, "Easter, David" david_eas...@bmc.com a écrit :FYI, the “old PDF” compatibility is still available until the new SPAC utility can be enhanced to provide the same information as the PDF.http://www.bmc.com/support/reg/remedy-compatibility-tables.html-David J. EasterManager of Product Management, AR SystemBSM  Atrium Solutions ManagementBMC Software, Inc.The opinions, statements, and/or suggested courses of actionexpressed 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 laurent matheoSent: Wednesday, January 09, 2013 4:44 PMTo: arslist@ARSLIST.ORGSubject: Rép : Re: Re: RANT: Downloading Patches for AR System and related / dependent applications...**Amen to that :)Don't want to rant too, but we had a seizure the other day when we first saw the new "compatibility matrix".I guess we'll get used to it, but now it's pretty hard to give it to a customer since it looks less "official" than a stamped pdf with bmc logo on it.Le 10 jan 2013 à 01:41, Joe D'Souza jdso...@shyle.net a écrit :Perfect. Others who commented on this thread and those who wished to have commented but not have, could go out to this and put their comments in the comments section so BMC gets an idea of what we are looking for and consolidate those and see if they can build on it to get us a better functional product and patch management download site. It definitely needs a tuneup – there is no doubt on that – especially more so as BMC is continually acquiring partners and products. I can’t imagine what this site would look like a few more acquisitions late.JoeFrom: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of laurent matheoSent: Wednesday, January 09, 2013 7:20 PMTo: arslist@ARSLIST.ORGSubject: Rép : Re: RANT: Downloading Patches for AR System and related / dependent applications...I actually created an idea:https://communities.bmc.com/communities/ideas/1598Le 10 jan 2013 à 00:27, Joe D'Souza jdso...@shyle.net a écrit :Yes I agree, there is so little advantage of pre-selecting those, that I do not even bother to do that nowadays when I am given a new contract ID at a new site. This site has one product only anyways, and despite that I’m having a little bit of a frustration trying to find all the stuff I needed. I would feel really frustrated if they had more than one product purchased!The patch page didn’t look great but was quite a functional page where I didn’t have to spend more time than necessary. Just a few clicks and you could be done with what you needed there and just wait for it to download.In a very ideal world (fantasy world for many of us), an ideal download page for patches and products would have been one where based on what your current product ownership is,, it would automatically pop up a download dialog (s) for the one or more products that you own after you have agreed to the license agreement thus even avoiding the search the user has to do to click on what he / she needs.JoeFrom: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick CookSent: Wednesday, January 09, 2013 4:38 PMTo: arslist@ARSLIST.ORGSubject: Re: RANT: Downloading Patches for AR System and related / dependent applications...**Joe, I'm with you on this one. Going through the BMC Download page is frustrating, because even though I have saved "My Applications", the screen never really has the appearance of something that I have in any way customized, and it doesn't act in a way that would reward me for having preloaded certain information by taking me where I want to go more quickly.The Patch page, whatever one might say about its appearance, at least was intuitive to use and pretty quick to show what was available.Would love to see what Anne or some others could do about possibly subsuming or linking the downloads from the product pages, though time will tell how much that might help.RickOn Wed, Jan 9, 2013 at 1:32 PM, Joe D'Souza jdso...@shyle.net wrote:**Yes that too – when these patches are not released around the same date, sorting the date doesn’t help too much in arranging them all in a good order.And the hyperlinks to the files are so inconsistent in their naming format that sometimes some cases patch 1, 2 3 and 4 could appear in the order 2, 4, 1, 3 (just a made up example but that’s how some of it is actually sorted.) Even worse sometimes the SP of one type of product are mixed with the SP of another because of bad naming conventions. It’s just as if the arrangement on that shelf was done randomly by individuals and teams without a central organization convention  without paying attention towards arranging them in a logical sequence.I’m yet to