Re: Incident Integration to Another Help Desk Using TIBCO

[Schon, Stuart]

I did it a long time ago as well - very straight forward point and shot
- using a request response Remedy adapter. As long as there is
connectivity between Tibco and Remedy you are ok. You need to hard code
all mandatory fields not passed by the inbound request and set hard code
what ever defaults you want. Test within Designer is also
straightforward.

 

The hardest thing was deploying the damn thing as I was not (still not)
tibco developer.

 

Stuart Schon
Service Desk Systems - Manager

Fujitsu Australia Limited
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Friday, 8 February 2013 3:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Incident Integration to Another Help Desk Using TIBCO

 

** 

Its pretty straight forward from what I recall and do not recall any
do's and don'ts. But this was about 7 years ago on ARS 6.3.

 

Joe

 



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mohamed Abdelaziz
Sent: Thursday, February 07, 2013 11:27 PM
To: arslist@ARSLIST.ORG
Subject: Incident Integration to Another Help Desk Using TIBCO

 

Hi All,

 

I am currently working to integrate Remedy Incident Management to a
third party helpdesk tool using TIBCO and was wondering if anyone has
done this before and can share any dos/don't and/or any gotchas that I
need to be aware of.  

 

Thanks,

Moe

_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: Incident Integration to Another Help Desk Using TIBCO

[Joe D'Souza]

Its pretty straight forward from what I recall and do not recall any do's
and don'ts. But this was about 7 years ago on ARS 6.3.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mohamed Abdelaziz
Sent: Thursday, February 07, 2013 11:27 PM
To: arslist@ARSLIST.ORG
Subject: Incident Integration to Another Help Desk Using TIBCO

 

Hi All,

 

I am currently working to integrate Remedy Incident Management to a third
party helpdesk tool using TIBCO and was wondering if anyone has done this
before and can share any dos/don't and/or any gotchas that I need to be
aware of.  

 

Thanks,

Moe

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

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Incident Integration to Another Help Desk Using TIBCO

[Mohamed Abdelaziz]

Hi All,

 

I am currently working to integrate Remedy Incident Management to a third
party helpdesk tool using TIBCO and was wondering if anyone has done this
before and can share any dos/don't and/or any gotchas that I need to be
aware of.  

 

Thanks,

Moe


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Re: Open Window - Dialog - Commit Changes.

[Grooms, Frederick W]

How about this ...  Forget form C, you don't need it.  On the button of form B 
do an Active Link SERVICE action to form B.  You can have filters that fire on 
Service of form B do the web service call.  The data will then be passed back 
to the Dialog of form B thru the service action.

Fred


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of prakash kodali
Sent: Thursday, February 07, 2013 4:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: Open Window - Dialog - Commit Changes.

** Thanks for the replies.

But here is my actual scenario.

I have display-only form A (Parent window) and opening a regular form B in a 
new window of Dialog type(Child window). 
Child window B has some fields and a button. On click of button I need to 
execute a Web service and parse the results back to the child window fields. 
For this I have created another regular form C and created filters on form C to 
call the Webservice and stored returning result in a field. 
Now when I do
1. AL Push the values from Form B to Form C which in turn filters will execute 
RFC.
2. After push, reading the results from Form C. 
But the AL pushes and tries to read the results from Form C before filters 
executes RFC on Form C. My ALs on Form B should wait after push and until the 
Form C executes filters . Then It should read the results from Form C.

Hope it is clear and help me with any ideas to over come this problem.

Prakash.


-Original Message-
On Thu, Feb 7, 2013 at 7:19 AM, Longwing, LJ CTR MDA/IC  wrote:
Prakash,
A Dialog window cannot, and shouldn't fire Filters on Commit.  A Dialog window 
is NOT a record, it as a console.  If you want to fire Filters that fire on 
Modify, you need to be modifying a record (which a Dialog window isn't 
doing)so you could in theory do an AL Push to the record in question which 
would cause the filters to fire on Modify...that would be the simplest way to 
get where you want to go from where you are I think.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Prakash Kodali
Sent: Wednesday, February 06, 2013 5:14 PM
To: arslist@ARSLIST.ORG
Subject: Open Window - Dialog - Commit Changes.

** Hello Listers,

I have end up with a strange behavior of Open Window of DIALOG type and commit 
changes has no effect.
I have even tried "PERFORM-ACTION-ACTIVE-LINK 4" / "PERFORM-ACTION-ACTIVE-LINK 
8" to submit the form to trigger the filters. But of NO use.
Any ideas/suggestions are highly appreciated on how to submit a Dialog window 
and trigger the filters?

Please let me know, If I am not clear.

Thanks

Prakash.

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Re: Open Window - Dialog - Commit Changes.

[pritch]

I've had to do something similar before where I needed to get some info after 
an approval and refresh / redisplay the screen.  You can set up an AL Guide to 
loop (make sure you have a counter set so that you have an exit strategy).  Use 
an AL in the guide that does a set field back to form B of a value in the 
record in form C (can be set by the filters on form C).  Basically the process 
looks like this:


Create an AL with the following actions
   Action: Set field of a counter to 50 - can be a different value based on how 
long the process takes
   Action: Call Guide

Guide looks as follows:

Label_Top

 Active Link 
   Action: set field action from form C to set a field with a value from the 
record that indicates the RFC is done.

 Active Link with run if field = value (or field not $NULL$) 
   Action : Exit guide
   Else Action : counter = counter - 1

 Active Link with run if counter > 0 
   Action goto guide label "Label_Top"

End of guide.

then your AL to read the results (or the results within the guide can be the 
return value(s) you need.

The counter will help you fall out of the guide should the RFC go south.

Hope this helps get you started.



- Original Message -
From: "prakash kodali" 
To: arslist@ARSLIST.ORG
Sent: Thursday, February 7, 2013 5:34:21 PM
Subject: Re: Open Window - Dialog - Commit Changes.

** Thanks for the replies. 


But here is my actual scenario. 


I have display-only form A (Parent window) and opening a regular form B in a 
new window of Dialog type(Child window).  
Child window B has some fields and a button. On click of button I need to 
execute a Web service and parse the results back to the child window fields.  
For this I have created another regular form C and created filters on form C to 
call the Webservice and stored returning result in a field.  
Now when I do 
1. AL Push the values from Form B to Form C which in turn filters will execute 
RFC. 
2. After push, reading the results from Form C.  
But the AL pushes and tries to read the results from Form C before filters 
executes RFC on Form C. My ALs on Form B should wait after push and until the 
Form C executes filters . Then It should read the results from from Form C. 


Hope it is clear and help me with any ideas to over come this problem. 


Prakash. 





On Thu, Feb 7, 2013 at 7:19 AM, Longwing, LJ CTR MDA/IC < 
lj.longwing@mda.mil > wrote: 


Prakash, 
A Dialog window cannot, and shouldn't fire Filters on Commit.  A Dialog window 
is NOT a record, it as a console.  If you want to fire Filters that fire on 
Modify, you need to be modifying a record (which a Dialog window isn't 
doing)so you could in theory do an AL Push to the record in question which 
would cause the filters to fire on Modify...that would be the simplest way to 
get where you want to go from where you are I think. 

-Original Message- 
From: Action Request System discussion list(ARSList) [mailto: 
arslist@ARSLIST.ORG ] On Behalf Of Prakash Kodali 
Sent: Wednesday, February 06, 2013 5:14 PM 
To: arslist@ARSLIST.ORG 
Subject: Open Window - Dialog - Commit Changes. 

** Helloo Listers, 

I have end up with a strange behavior of Open Window of DIALOG type and commit 
changes has no effect. 
I have even tried "PERFORM-ACTION-ACTIVE-LINK 4" / "PERFORM-ACTION-ACTIVE-LINK 
8" to submit the form to trigger the filters. But of NO use. 
Any ideas/suggestions are highly appreciated on how to submit a Dialog window 
and trigger the filters? 

Please let me know, If I am not clear. 

Thanks 

Prakash. 




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

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Re: Open Window - Dialog - Commit Changes.

[prakash kodali]

Thanks for the replies.

But here is my actual scenario.

I have display-only form A (Parent window) and opening a regular form B in
a new window of Dialog type(Child window).
Child window B has some fields and a button. On click of button I need to
execute a Web service and parse the results back to the child window
fields.
For this I have created another regular form C and created filters on form
C to call the Webservice and stored returning result in a field.
Now when I do
1. AL Push the values from Form B to Form C which in turn filters will
execute RFC.
2. After push, reading the results from Form C.
But the AL pushes and tries to read the results from Form C before filters
executes RFC on Form C. My ALs on Form B should wait after push and until
the Form C executes filters . Then It should read the results from from
Form C.

Hope it is clear and help me with any ideas to over come this problem.

Prakash.



On Thu, Feb 7, 2013 at 7:19 AM, Longwing, LJ CTR MDA/IC <
lj.longwing@mda.mil> wrote:

> Prakash,
> A Dialog window cannot, and shouldn't fire Filters on Commit.  A Dialog
> window is NOT a record, it as a console.  If you want to fire Filters that
> fire on Modify, you need to be modifying a record (which a Dialog window
> isn't doing)so you could in theory do an AL Push to the record in
> question which would cause the filters to fire on Modify...that would be
> the simplest way to get where you want to go from where you are I think.
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Prakash Kodali
> Sent: Wednesday, February 06, 2013 5:14 PM
> To: arslist@ARSLIST.ORG
> Subject: Open Window - Dialog - Commit Changes.
>
> ** Helloo Listers,
>
> I have end up with a strange behavior of Open Window of DIALOG type and
> commit changes has no effect.
> I have even tried "PERFORM-ACTION-ACTIVE-LINK 4" /
> "PERFORM-ACTION-ACTIVE-LINK 8" to submit the form to trigger the filters.
> But of NO use.
> Any ideas/suggestions are highly appreciated on how to submit a Dialog
> window and trigger the filters?
>
> Please let me know, If I am not clear.
>
> Thanks
>
> Prakash.
>
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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>

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External link on a form

[Peters, Ron]

This may be a dumb question that is very simple but I'll ask anyway. I'd like 
to create a link on the Incident/Change form that directly points to the 
selected Incident or Change. In other words, I can copy the URL from that link 
and use it to point others directly at the record. The use case is that we have 
a somewhat redundant CRQ system that needs to relate to Remedy tickets. We can 
put the CRQ or INC number in that system but it would be much simpler to have a 
direct link.

So, if I were to create something like that (only playing the role of a Remedy 
dev...er..hacker), what would you folks recommend? I was thinking of a 
character field that's a URL but I'm kinda lost on how to define the link.

Thanks again,
Ron

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Re: MVP 2012 - Congratulations LJ Longwing!

[arslist]

So far 62 votes,  a few interesting suggestions and happily names I don't 
recognize, which isn't easy.

However,  it is still only 62. Of 4800 directly registered listers.

Daniel

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: October 23, 2012 1:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: MVP 2012 - Congratulations LJ Longwing!

Please sign to indicate your support of bringing back the ARSList awards and 
MVP at WWRUG;

http://www.ipetitions.com/petition/continue-the-arslist-awards-and-mvp/

... and spread the word :)

Ken.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Tuesday, October 23, 2012 1:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: MVP 2012 - Congratulations LJ Longwing!

Coolthat means if we can get around 500 votes or more for the MVP next 
year, another tradition can be carried on:D

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of arslist
Sent: Tuesday, October 23, 2012 11:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: MVP 2012 - Congratulations LJ Longwing!

** 

As I told LJ and the others in our midnight on discussion:

IF there is a really big, and by big I mean say, 10% of the list,

That sends emails or creates a really long thread about continuing it,

I might be convinced to bring it back.

 

But with 2.5% voting, although they usually reach the right conclusion,

It says to me that the ARSlist is a commodity now and there isn t that much 
interest in 

The Award.

 

To Clarify and somewhat repeat what I said at the conference:

 

There is no longer a separate session for the ARSlist Awards, it is part of an 
opening session dedicated to all awards

 

The ARSlist carries on, and for now as  just an email list 

 

Doing some Awards related to the ARSlist carries on

The ARSlist MVP Award  is now retired

I will be doing the 20th Anniversary of the ARSlist next year.

 

Twinkies and Hawaii shirts have a life of their own.

I will be throwing a wrinkle into that next year as well J

 

Dan

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tami Palacky
Sent: October 23, 2012 11:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: MVP 2012 - Congratulations LJ Longwing!

 

** 

Congrats LJ !!!

I hope you did a good job of convincing Dan continue with the awards.  i did 
vote and try to every year ... i dont do more on teh ARRList than read the 
posts everyonce in a while, but you do notice those that are helpful in the 
responses


On Thursday, October 18, 2012 5:13:09 PM UTC-4, Joe Martin D'Souza wrote:

** 

 

You had it coming a long time!

 

Joe

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

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

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

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Re: New BMC Communities Idea - Allow different level of access to BMC web sites linked to Support ID

[Jason Miller]

Don't Customize Unmodified Workflow Carelessly Youngster :)


On Thu, Feb 7, 2013 at 1:35 PM, Joe D'Souza  wrote:

> **
>
> DCUWCY = Don’t Customize Under Whatever Circumstances You’all  
>
> ** **
>
> It’s almost Friday in some parts of the world…
>
> ** **
>
> Joe
>
> ** **
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Matt Laurenceau
> *Sent:* Thursday, February 07, 2013 4:28 PM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: New BMC Communities Idea - Allow different level of access
> to BMC web sites linked to Support ID
> 
>
>  ** **
>
> All great points.
>
> I don't have this visibility.
>
> ** **
>
> Support friends may want to weigh in.
>
> ** **
>
> BTW, I had to Google DCUWCY ;)
>
> ** **
>
> TGIFINM (Thank God It'd Friday I Ninety Minutes - yep, 90min for me :)
>
> ** **
>
> Take care,
>
> ~ Matt Laurenceau
>
> Senior Community Ambassador, BMC Communities
>
> http://bit.ly/MattProfiles
>
> Skype: matt.laurenceau
>
>  
>
> ** **
>
>
> On 7 févr. 2013, at 19:58, Jason Miller  wrote:***
> *
>
>  ** 
>
> I think the level of support is different than the role of the person who
> has access to the Support ID and the resources on support web.
>
> ** **
>
> For example if we have don't call us, well call you support I need to the
> ability to download from EDP same as somebody with Premier.  What I don't
> want is our Change process owner to have access to EDP.  He should have
> access to docs.bmc.com though.
>
> ** **
>
> There should be the ability for a Support ID Admin under DCUWCY support or
> Premier.  Just how is that person deemed worthy?
>
> ** **
>
> Jason
>
> ** **
>
> On Thu, Feb 7, 2013 at 10:49 AM, Matt Laurenceau <
> matt.laurenc...@gmail.com> wrote:
>
> ** 
>
> AFAIK, there are several layers of Support, with Premier for example.
>
> It could be used as a criteria.
>
> ** **
>
> All thoughts welcomed.
>
> ** **
>
> Cheers,
>
> ~ Matt Laurenceau
>
> Senior Community Ambassador, BMC Communities
>
> http://bit.ly/MattProfiles
>
> Skype: matt.laurenceau
>
>  
>
> ** **
>
>
> On 7 févr. 2013, at 17:47, Jason Miller  wrote:***
> *
>
>  ** 
>
> Good question.  There is a new feature to set a Support ID Admin (under
> Manage Support IDs).  I am guessing it would be this person(s).
>
> ** **
>
> I am not too clear on the parameters for becoming Support ID Admin.  I
> emailed customer care (which opened a ticket) and asked to be made the
> admin for our Support ID.  Not sure what prevents just anybody from doing
> that.  My guess is that process is still a WIP?
>
> ** **
>
> Jason
>
> ** **
>
> On Thu, Feb 7, 2013 at 8:15 AM, Pruitt, Christopher (Bank of America
> Account)  wrote:
>
> ** 
>
> This is an interesting idea; however, I have a question. Who would decide
> what level each person would have for any given Support ID?
>
>  
>
> *Christopher Pruitt*
> Business Consulting III
>
> Remedy Developer
>
> BMC Certified Administrator: BMC Remedy AR System 7.6.04
>
> *HP Enterprises Services*
> *christopher.pru...@hp.com*
> www.hp.com 
>
> 
>
>  
>
>  
>
> *Confidentiality Notice:* This message and any files transmitted with it
> are intended for the sole use of the entity or individual to whom it is
> addressed, and may contain information that is confidential, privileged,
> and exempt from disclosure under applicable law. If you are not the
> intended addressee for this e-mail, you are hereby notified that any
> copying, distribution, or dissemination of this e-mail is strictly
> prohibited. If you have received this e-mail in error, please immediately
> destroy, erase, or discard this message. Please notify the sender
> immediately by return e-mail if you have received this e-mail by mistake.*
> ***
>
>  
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Jason Miller
> *Sent:* Wednesday, February 06, 2013 6:44 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: New BMC Communities Idea - Allow different level of access
> to BMC web sites linked to Support ID
>
>  
>
> ** 
>
> I guess it hasn't been kicked hard enough?  Let's kick it harder!
>
>  
>
> On Wed, Feb 6, 2013 at 3:49 PM, Shellman, David 
> wrote:
>
> ** 
>
> It's not really a new idea.  Maybe new to the communities but not new.
>  It's been kicked around for a few years.
>
>  
>
> Dave
>
>
> On Feb 6, 2013, at 6:06 PM, "Jason Miller"  wrote:
> 
>
>  ** 
>
> With the new docs.bmc.com documentation I find that I am spending time
> looking through the documentation in cases where previously I would have
> either sent the PDF to a power user, trainer, process owner, etc. and tell
> read up or exporting pertinent pieces of a document and emailing it.  True
> I

Re: Blank form displayed when using the client

[Tab Forward]

I have seen malloc conditions where a Table field, w/o chunking, attempts to
load a VERY large number of records.

 

This has happened on both Client and Server side Table fileds.

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Robert Heverley
Sent: Thursday, February 07, 2013 3:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: Blank form displayed when using the client

 

** Hello Responders,

We have looked a little deeper into the issue and it appears that there may
be an issue with the VM server itself with regards to managing CPU and
memory. I will keep you posted and thanks again.

On Thu, Feb 7, 2013 at 10:40 AM, pritch  wrote:

When we've encountered that we've also found that clearing the cache (.arf
and .arv) corrects the issue.

- Original Message -
From: "Robert Heverley" 
To: arslist@ARSLIST.ORG
Sent: Thursday, February 7, 2013 1:12:25 PM
Subject: Re: Blank form displayed when using the client

** Hey LJ,


That is what I am thinking. They access the system in a very different
manner than most places. They connect to a server and launch the user tool
from there. I am wondering if they are sharing the home drive. Hmm. Thank
you.


On Thu, Feb 7, 2013 at 9:09 AM, Longwing, LJ CTR MDA/IC <
lj.longwing@mda.mil > wrote:


Robert,
Try clearing out *.ARF and *.ARV files out of their home directory...they
may have become corrupted

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG ] On Behalf Of Robert Heverley
Sent: Thursday, February 07, 2013 10:54 AM
To: arslist@ARSLIST.ORG
Subject: Blank form displayed when using the client

** Hello Listers,



We have an issue where a good percentage of our users are seeing a blank
form (no fields) when they open in search or submit. Has anyone else
experienced this? What was the solution? Any direction will help!!

This form is on a ARS 6.3 system..

Thank you,
Robert Heverley

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


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Re: Login to troubleshoot a user

[Pierson, Shawn]

I do this by changing the password of that user.  Since we use LDAP 
authentication, entering in another password overrides the LDAP authentication 
so you can log in as the user with whatever password you want and run through 
the test as them.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Thursday, February 07, 2013 2:37 PM
To: arslist@ARSLIST.ORG
Subject: Login to troubleshoot a user

**
Hi All,

I seem to recall that as part of one of the upgrades, gave the admin the 
ability to login as another user. I have a user that claims that he cannot 
update a task assigned to him.  I have used a test account with the same 
permissions/groups and cannot replicate the problem. Figure the only way I can 
see what he sees is by using his login.  In 6.3 it was easy to hijack an 
account, in ITSM it is not so easy.

Thanks
Mark

Mark Brittain
Remedy Developer
ITILv3 Foundation
NaviSite - A Time Warner Cable Company
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Re: Login to troubleshoot a user

[Jon Slaven]

Hi Mark,

We're able to change a user's password and log in as them on 7.6.04, then 
clear the password so it uses LDAP again.  (Just make sure after you clear 
the password that the "force password change" box didn't get set in the 
User form)


Thanks,
Jon
_
Jon Slaven | Amway | 616-787-7132 | jon.sla...@amway.com



From:   "Brittain, Mark" 
To: arslist@ARSLIST.ORG, 
Date:   02/07/2013 03:37 PM
Subject:Login to troubleshoot a user
Sent by:"Action Request System discussion list(ARSList)" 




** 
Hi All,
 
I seem to recall that as part of one of the upgrades, gave the admin the 
ability to login as another user. I have a user that claims that he cannot 
update a task assigned to him.  I have used a test account with the same 
permissions/groups and cannot replicate the problem. Figure the only way I 
can see what he sees is by using his login.  In 6.3 it was easy to hijack 
an account, in ITSM it is not so easy.
 
Thanks
Mark 
 
Mark Brittain
Remedy Developer
ITILv3 Foundation
NaviSite – A Time Warner Cable Company
mbritt...@navisite.com
Office: 315-453-2912 x5335
Mobile: 315-882.5360
 

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herein, to anyone other than the intended recipient is prohibited.
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Login to troubleshoot a user

[Brittain, Mark]

Hi All,

I seem to recall that as part of one of the upgrades, gave the admin the 
ability to login as another user. I have a user that claims that he cannot 
update a task assigned to him.  I have used a test account with the same 
permissions/groups and cannot replicate the problem. Figure the only way I can 
see what he sees is by using his login.  In 6.3 it was easy to hijack an 
account, in ITSM it is not so easy.

Thanks
Mark

Mark Brittain
Remedy Developer
ITILv3 Foundation
NaviSite - A Time Warner Cable Company
mbritt...@navisite.com
Office: 315-453-2912 x5335
Mobile: 315-882.5360



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privileged, confidential, or otherwise protected from disclosure. Distribution 
or copying of this e-mail, or the information contained herein, to anyone other 
than the intended recipient is prohibited.

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Re: Blank form displayed when using the client

[Robert Heverley]

Hello Responders,

We have looked a little deeper into the issue and it appears that there may
be an issue with the VM server itself with regards to managing CPU and
memory. I will keep you posted and thanks again.

On Thu, Feb 7, 2013 at 10:40 AM, pritch  wrote:

> When we've encountered that we've also found that clearing the cache (.arf
> and .arv) corrects the issue.
>
> - Original Message -
> From: "Robert Heverley" 
> To: arslist@ARSLIST.ORG
> Sent: Thursday, February 7, 2013 1:12:25 PM
> Subject: Re: Blank form displayed when using the client
>
> ** Hey LJ,
>
> That is what I am thinking. They access the system in a very different
> manner than most places. They connect to a server and launch the user tool
> from there. I am wondering if they are sharing the home drive. Hmm. Thank
> you.
>
>
> On Thu, Feb 7, 2013 at 9:09 AM, Longwing, LJ CTR MDA/IC <
> lj.longwing@mda.mil > wrote:
>
>
> Robert,
> Try clearing out *.ARF and *.ARV files out of their home directory...they
> may have become corrupted
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG ] On Behalf Of Robert Heverley
> Sent: Thursday, February 07, 2013 10:54 AM
> To: arslist@ARSLIST.ORG
> Subject: Blank form displayed when using the client
>
> ** Hello Listers,
>
>
>
> We have an issue where a good percentage of our users are seeing a blank
> form (no fields) when they open in search or submit. Has anyone else
> experienced this? What was the solution? Any direction will help!!
>
> This form is on a ARS 6.3 system..
>
> Thank you,
> Robert Heverley
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
> ___
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>
>
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Re: Task create via web service?

[Roger J]

Since you can create an Ad Hoc task you should be able to do it if you known 
the Change ID


-Original Message-
From: Howard Richter 
To: arslist 
Sent: Thu, 7 Feb 2013 14:48
Subject: Task create via web service?


Good morning, afternoon and evening all.
I just was asked a strange question. If I have a change inplace (lets say draft 
ode), could an external system push tasks into those changes via a web service?
Thanks,
Howard
Sent from one of Howard's iPads
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Task create via web service?

[Howard Richter]

Good morning, afternoon and evening all.

I just was asked a strange question. If I have a change inplace (lets say draft 
mode), could an external system push tasks into those changes via a web service?

Thanks,

Howard

Sent from one of Howard's iPads
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Re: Blank form displayed when using the client

[pritch]

When we've encountered that we've also found that clearing the cache (.arf and 
.arv) corrects the issue.

- Original Message -
From: "Robert Heverley" 
To: arslist@ARSLIST.ORG
Sent: Thursday, February 7, 2013 1:12:25 PM
Subject: Re: Blank form displayed when using the client

** Hey LJ, 

That is what I am thinking. They access the system in a very different manner 
than most places. They connect to a server and launch the user tool from there. 
I am wondering if they are sharing the home drive. Hmm. Thank you. 


On Thu, Feb 7, 2013 at 9:09 AM, Longwing, LJ CTR MDA/IC < 
lj.longwing@mda.mil > wrote: 


Robert, 
Try clearing out *.ARF and *.ARV files out of their home directory...they may 
have become corrupted 

-Original Message- 
From: Action Request System discussion list(ARSList) [mailto: 
arslist@ARSLIST.ORG ] On Behalf Of Robert Heverley 
Sent: Thursday, February 07, 2013 10:54 AM 
To: arslist@ARSLIST.ORG 
Subject: Blank form displayed when using the client 

** Hello Listers, 



We have an issue where a good percentage of our users are seeing a blank form 
(no fields) when they open in search or submit. Has anyone else experienced 
this? What was the solution? Any direction will help!! 

This form is on a ARS 6.3 system.. 

Thank you, 
Robert Heverley 

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

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Attachment on the Interface_Create forms

[Brittain, Mark]

Hi All,

In the HPD:IncidentInterface_Create form OTB  there is an attachment pool with 
one attachment field. This attachment field is listed in the Web Service, and 
the HPD:Worklog_Create filter. So OTB you can include one attachment with a web 
service request.

In the CHG:ChangeInterface_Create form OTB there is an attachment pool with one 
attachment field. However the attachment is not in the web service and not in 
the CHG:Worklog_Create filter.

Is there a reason why this was not included in the ChangeInterface_Create?
Did BMC miss this one, like they did with the Vendor Ticket Number field?
Would it cause a problem if I added the attachment into the web service and the 
filter?

ARS 7.04 SP3
ITSM 7.6.04 SP3

Thanks
Mark

Mark Brittain
Remedy Developer
ITILv3 Foundation
NaviSite - A Time Warner Cable Company
mbritt...@navisite.com
Office: 315-453-2912 x5335
Mobile: 315-882.5360



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privileged, confidential, or otherwise protected from disclosure. Distribution 
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Re: Blank form displayed when using the client

[Joe D'Souza]

 

What might be worth checking I the user permission to write to the home
directory on the Citrix setup if for some reasons those changed overnight. 

 

Joe

 

PS: I could have walked across to your desk to tell you this but I thought
this is more fun :-)

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Robert Heverley
Sent: Thursday, February 07, 2013 1:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Blank form displayed when using the client

 

** We have done 2 restarts since this started on Saturday. Last week there
was an attempted update to our VM that failed and was rolled back to the
last configuration.

On Thu, Feb 7, 2013 at 9:26 AM, Longwing, LJ CTR MDA/IC
 wrote:

That's happening every time they get a blank screen?  You may need to
restart your Remedy service.  What is the working set size of your Remedy
server?  Windows/Unix?  32/64bit?


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Robert Heverley

Sent: Thursday, February 07, 2013 11:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: Blank form displayed when using the client

** Update to the issue.. Here is what the arerror log is showing: 390620 :
Malloc failed on server (ARERR 300)



On Thu, Feb 7, 2013 at 9:12 AM, Robert Heverley 
wrote:


Hey LJ,

That is what I am thinking. They access the system in a very
different manner than most places. They connect to a server and launch the
user tool from there. I am wondering if they are sharing the home drive.
Hmm. Thank you.


On Thu, Feb 7, 2013 at 9:09 AM, Longwing, LJ CTR MDA/IC
 wrote:


Robert,
Try clearing out *.ARF and *.ARV files out of their home
directory...they may have become corrupted

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Robert Heverley
Sent: Thursday, February 07, 2013 10:54 AM
To: arslist@ARSLIST.ORG
Subject: Blank form displayed when using the client

** Hello Listers,


We have an issue where a good percentage of our users are
seeing a blank form (no fields) when they open in search or submit. Has
anyone else experienced this? What was the solution? Any direction will
help!!

This form is on a ARS 6.3 system..

Thank you,
Robert Heverley


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Re: Blank form displayed when using the client

[Robert Heverley]

We have done 2 restarts since this started on Saturday. Last week there was
an attempted update to our VM that failed and was rolled back to the last
configuration.

On Thu, Feb 7, 2013 at 9:26 AM, Longwing, LJ CTR MDA/IC <
lj.longwing@mda.mil> wrote:

> That's happening every time they get a blank screen?  You may need to
> restart your Remedy service.  What is the working set size of your Remedy
> server?  Windows/Unix?  32/64bit?
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Robert Heverley
> Sent: Thursday, February 07, 2013 11:26 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Blank form displayed when using the client
>
> ** Update to the issue.. Here is what the arerror log is showing: 390620 :
> Malloc failed on server (ARERR 300)
>
>
> On Thu, Feb 7, 2013 at 9:12 AM, Robert Heverley 
> wrote:
>
>
> Hey LJ,
>
> That is what I am thinking. They access the system in a very
> different manner than most places. They connect to a server and launch the
> user tool from there. I am wondering if they are sharing the home drive.
> Hmm. Thank you.
>
>
> On Thu, Feb 7, 2013 at 9:09 AM, Longwing, LJ CTR MDA/IC <
> lj.longwing@mda.mil> wrote:
>
>
> Robert,
> Try clearing out *.ARF and *.ARV files out of their home
> directory...they may have become corrupted
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Robert Heverley
> Sent: Thursday, February 07, 2013 10:54 AM
> To: arslist@ARSLIST.ORG
> Subject: Blank form displayed when using the client
>
> ** Hello Listers,
>
>
> We have an issue where a good percentage of our users are
> seeing a blank form (no fields) when they open in search or submit. Has
> anyone else experienced this? What was the solution? Any direction will
> help!!
>
> This form is on a ARS 6.3 system..
>
> Thank you,
> Robert Heverley
>
> _ARSlist: "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"
>
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
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Re: Blank form displayed when using the client

[Lisa Kemes]

Yikes, that's a memory allocation error.

On Thu, Feb 7, 2013 at 1:25 PM, Robert Heverley
wrote:

> ** Update to the issue.. Here is what the arerror log is showing: 390620 :
> Malloc failed on server (ARERR 300)
>
> On Thu, Feb 7, 2013 at 9:12 AM, Robert Heverley  > wrote:
>
>> Hey LJ,
>>
>> That is what I am thinking. They access the system in a very different
>> manner than most places. They connect to a server and launch the user tool
>> from there. I am wondering if they are sharing the home drive. Hmm. Thank
>> you.
>>
>>
>> On Thu, Feb 7, 2013 at 9:09 AM, Longwing, LJ CTR MDA/IC <
>> lj.longwing@mda.mil> wrote:
>>
>>> Robert,
>>> Try clearing out *.ARF and *.ARV files out of their home
>>> directory...they may have become corrupted
>>>
>>> -Original Message-
>>> From: Action Request System discussion list(ARSList) [mailto:
>>> arslist@ARSLIST.ORG] On Behalf Of Robert Heverley
>>> Sent: Thursday, February 07, 2013 10:54 AM
>>> To: arslist@ARSLIST.ORG
>>> Subject: Blank form displayed when using the client
>>>
>>> ** Hello Listers,
>>>
>>> We have an issue where a good percentage of our users are seeing a blank
>>> form (no fields) when they open in search or submit. Has anyone else
>>> experienced this? What was the solution? Any direction will help!!
>>>
>>> This form is on a ARS 6.3 system..
>>>
>>> Thank you,
>>> Robert Heverley
>>> _ARSlist: "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"
>>>
>>
>>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Blank form displayed when using the client

[Brittain, Mark]

I have seen this happen on occasion, like one user every 3 months.  It appears 
that the def file on the workstation gets corrupted. What I have done in the 
past is pick a common but not often used active link, disabled it, save it, 
enable it and save it. Next time the user opens the form the def gets updated. 
Works every time.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Robert Heverley
Sent: Thursday, February 07, 2013 1:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: Blank form displayed when using the client

** Hey LJ,

That is what I am thinking. They access the system in a very different manner 
than most places. They connect to a server and launch the user tool from there. 
I am wondering if they are sharing the home drive. Hmm. Thank you.
On Thu, Feb 7, 2013 at 9:09 AM, Longwing, LJ CTR MDA/IC 
mailto:lj.longwing@mda.mil>> wrote:
Robert,
Try clearing out *.ARF and *.ARV files out of their home directory...they may 
have become corrupted

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Robert 
Heverley
Sent: Thursday, February 07, 2013 10:54 AM
To: arslist@ARSLIST.ORG
Subject: Blank form displayed when using the client

** Hello Listers,

We have an issue where a good percentage of our users are seeing a blank form 
(no fields) when they open in search or submit. Has anyone else experienced 
this? What was the solution? Any direction will help!!

This form is on a ARS 6.3 system..

Thank you,
Robert Heverley
_ARSlist: "Where the Answers Are" and have been for 20 years_
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Re: Blank form displayed when using the client

[Longwing, LJ CTR MDA/IC]

That's happening every time they get a blank screen?  You may need to restart 
your Remedy service.  What is the working set size of your Remedy server?  
Windows/Unix?  32/64bit?

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Robert Heverley
Sent: Thursday, February 07, 2013 11:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: Blank form displayed when using the client

** Update to the issue.. Here is what the arerror log is showing: 390620 : 
Malloc failed on server (ARERR 300)


On Thu, Feb 7, 2013 at 9:12 AM, Robert Heverley  
wrote:


Hey LJ,

That is what I am thinking. They access the system in a very different 
manner than most places. They connect to a server and launch the user tool from 
there. I am wondering if they are sharing the home drive. Hmm. Thank you.


On Thu, Feb 7, 2013 at 9:09 AM, Longwing, LJ CTR MDA/IC 
 wrote:


Robert,
Try clearing out *.ARF and *.ARV files out of their home 
directory...they may have become corrupted

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Robert Heverley
Sent: Thursday, February 07, 2013 10:54 AM
To: arslist@ARSLIST.ORG
Subject: Blank form displayed when using the client

** Hello Listers,


We have an issue where a good percentage of our users are 
seeing a blank form (no fields) when they open in search or submit. Has anyone 
else experienced this? What was the solution? Any direction will help!!

This form is on a ARS 6.3 system..

Thank you,
Robert Heverley

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



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Re: Blank form displayed when using the client

[Robert Heverley]

Update to the issue.. Here is what the arerror log is showing: 390620 :
Malloc failed on server (ARERR 300)

On Thu, Feb 7, 2013 at 9:12 AM, Robert Heverley
wrote:

> Hey LJ,
>
> That is what I am thinking. They access the system in a very different
> manner than most places. They connect to a server and launch the user tool
> from there. I am wondering if they are sharing the home drive. Hmm. Thank
> you.
>
>
> On Thu, Feb 7, 2013 at 9:09 AM, Longwing, LJ CTR MDA/IC <
> lj.longwing@mda.mil> wrote:
>
>> Robert,
>> Try clearing out *.ARF and *.ARV files out of their home directory...they
>> may have become corrupted
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] On Behalf Of Robert Heverley
>> Sent: Thursday, February 07, 2013 10:54 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Blank form displayed when using the client
>>
>> ** Hello Listers,
>>
>> We have an issue where a good percentage of our users are seeing a blank
>> form (no fields) when they open in search or submit. Has anyone else
>> experienced this? What was the solution? Any direction will help!!
>>
>> This form is on a ARS 6.3 system..
>>
>> Thank you,
>> Robert Heverley
>> _ARSlist: "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: Blank form displayed when using the client

[Robert Heverley]

Hey LJ,

That is what I am thinking. They access the system in a very different
manner than most places. They connect to a server and launch the user tool
from there. I am wondering if they are sharing the home drive. Hmm. Thank
you.

On Thu, Feb 7, 2013 at 9:09 AM, Longwing, LJ CTR MDA/IC <
lj.longwing@mda.mil> wrote:

> Robert,
> Try clearing out *.ARF and *.ARV files out of their home directory...they
> may have become corrupted
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Robert Heverley
> Sent: Thursday, February 07, 2013 10:54 AM
> To: arslist@ARSLIST.ORG
> Subject: Blank form displayed when using the client
>
> ** Hello Listers,
>
> We have an issue where a good percentage of our users are seeing a blank
> form (no fields) when they open in search or submit. Has anyone else
> experienced this? What was the solution? Any direction will help!!
>
> This form is on a ARS 6.3 system..
>
> Thank you,
> Robert Heverley
> _ARSlist: "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: Blank form displayed when using the client

[Robert Heverley]

Hi Kunal,

Permissions have not changed. This is sort of very odd circumstance. When
using Citrix and launching the user tool, all is good but, if they launch
user tool right from their workstation is does not work. The users do not
know how to customize the forms, so that has been ruled out.

On Thu, Feb 7, 2013 at 9:05 AM, kunal das  wrote:

> **
> When you are saying a good percentage of users have reported on this blank
> form.. I believe this is related to permission of the fields on the form or
> so on..
>
> Next Steps:
> ==
> - Identify the user can reproduce this at every attempt.
> - Create a user record mirroring exactly with that user.
> - Now try to access the form with the new user you have created. Notice if
> you can reproduce the problem.
>
> - If yes, then you need to check which permissions are missing for that
> user with the one who do not see the blank form.
> - If new mirror user cant reproduce the issue, get the AL/Filter logs and
> see if you notice any permission warnings in the logs.
>
> Hope this helps.
>
> Kunal
>
>
>
>
> Thanks, Kunal.
>
>
> On Thu, Feb 7, 2013 at 11:23 PM, Robert Heverley <
> robert.hever...@gmail.com> wrote:
>
>> ** Hello Listers,
>>
>>
>> We have an issue where a good percentage of our users are seeing a blank
>> form (no fields) when they open in search or submit. Has anyone else
>> experienced this? What was the solution? Any direction will help!!
>>
>> This form is on a ARS 6.3 system..
>>
>> Thank you,
>> Robert Heverley
>> _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: Blank form displayed when using the client

[Longwing, LJ CTR MDA/IC]

Robert,
Try clearing out *.ARF and *.ARV files out of their home directory...they may 
have become corrupted

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Robert Heverley
Sent: Thursday, February 07, 2013 10:54 AM
To: arslist@ARSLIST.ORG
Subject: Blank form displayed when using the client

** Hello Listers,

We have an issue where a good percentage of our users are seeing a blank form 
(no fields) when they open in search or submit. Has anyone else experienced 
this? What was the solution? Any direction will help!!

This form is on a ARS 6.3 system..

Thank you,
Robert Heverley
_ARSlist: "Where the Answers Are" and have been for 20 years_ 

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Re: Blank form displayed when using the client

[Robert Heverley]

Hi Lisa,

This is a custom form and works when they access via Citrix and launch the
Remedy User Tool. Permissions have not been changed.



On Thu, Feb 7, 2013 at 9:04 AM, Lisa Kemes  wrote:

> **
> Is this a custom form?  Was it ever working before?
>
> I would first look at permissions to the fields and views...
>
> On Thu, Feb 7, 2013 at 12:53 PM, Robert Heverley <
> robert.hever...@gmail.com> wrote:
>
>> ** Hello Listers,
>>
>>
>> We have an issue where a good percentage of our users are seeing a blank
>> form (no fields) when they open in search or submit. Has anyone else
>> experienced this? What was the solution? Any direction will help!!
>>
>> This form is on a ARS 6.3 system..
>>
>> Thank you,
>> Robert Heverley
>> _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: Blank form displayed when using the client

[kunal das]

When you are saying a good percentage of users have reported on this blank
form.. I believe this is related to permission of the fields on the form or
so on..

Next Steps:
==
- Identify the user can reproduce this at every attempt.
- Create a user record mirroring exactly with that user.
- Now try to access the form with the new user you have created. Notice if
you can reproduce the problem.

- If yes, then you need to check which permissions are missing for that
user with the one who do not see the blank form.
- If new mirror user cant reproduce the issue, get the AL/Filter logs and
see if you notice any permission warnings in the logs.

Hope this helps.

Kunal




Thanks, Kunal.


On Thu, Feb 7, 2013 at 11:23 PM, Robert Heverley
wrote:

> ** Hello Listers,
>
> We have an issue where a good percentage of our users are seeing a blank
> form (no fields) when they open in search or submit. Has anyone else
> experienced this? What was the solution? Any direction will help!!
>
> This form is on a ARS 6.3 system..
>
> Thank you,
> Robert Heverley
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Blank form displayed when using the client

[Lisa Kemes]

Is this a custom form?  Was it ever working before?

I would first look at permissions to the fields and views...

On Thu, Feb 7, 2013 at 12:53 PM, Robert Heverley
wrote:

> ** Hello Listers,
>
> We have an issue where a good percentage of our users are seeing a blank
> form (no fields) when they open in search or submit. Has anyone else
> experienced this? What was the solution? Any direction will help!!
>
> This form is on a ARS 6.3 system..
>
> Thank you,
> Robert Heverley
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Reconciliation for BMC.Core:BMC_Person

[Pargeter, Christie :CO IS]

Take a look at ASI:AEO:Delete_BMC_Dependancy_Get_ReconLogin_923.  When I
had to rebuild my BMC_Person table I had to turn this off.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hodgdon, Paul
Sent: Thursday, February 07, 2013 6:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: Reconciliation for BMC.Core:BMC_Person

 

** 

Roger,

Do you mind explaining a little bit more?  I am unclear as to what you
are referring to.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger J
Sent: Thursday, February 07, 2013 8:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: Reconciliation for BMC.Core:BMC_Person

 

** I have seen this before and the workflow that popultates the Person
Record when a CTM:People record is created or modified is a more
efficient way to stop this.

-Original Message-
From: Hodgdon, Paul 
To: arslist 
Sent: Thu, 7 Feb 2013 8:53
Subject: Reconciliation for BMC.Core:BMC_Person

** 

I was wondering if anyone knows if it is ok to turn off the
reconciliation job that associates people to assets via the Bulk Load
Sandbox operation.   We do not have a CMDB at this point and are using
the java arapi Data import to create and modify records in CTM:People.
What I am seeing is that on modifications the BMC.CORE:BMC_Person table
requires additional fields that CTM:People does not (see error below).
When we did perform some bulk modifications of people records the
database server seemed to max out CPU usage during the reconciliation
event.  I was hoping to just be able to avoid this event from running,
does anyone have any suggestions?  I just want to be able to keep
CTM:People up to date.

 

ERROR (326): Required field cannot be blank.; BMC.CORE:BMC_Person :
ShortDescription

 

Paul Hodgdon

ITSM Enterprise Manager

University of New Hampshire

_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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Re: New BMC Communities Idea - Allow different level of access to BMC web sites linked to Support ID

[Jason Miller]

Good question.  There is a new feature to set a Support ID Admin (under
Manage Support IDs).  I am guessing it would be this person(s).

I am not too clear on the parameters for becoming Support ID Admin.  I
emailed customer care (which opened a ticket) and asked to be made the
admin for our Support ID.  Not sure what prevents just anybody from doing
that.  My guess is that process is still a WIP?

Jason


On Thu, Feb 7, 2013 at 8:15 AM, Pruitt, Christopher (Bank of America
Account)  wrote:

> **
>
> This is an interesting idea; however, I have a question. Who would decide
> what level each person would have for any given Support ID?
>
> ** **
>
> *Christopher Pruitt*
> Business Consulting III
>
> Remedy Developer
>
> BMC Certified Administrator: BMC Remedy AR System 7.6.04
>
> *HP Enterprises Services*
> *christopher.pru...@hp.com*
> www.hp.com 
>
> [image: HP_logo]
>
> ** **
>
> ** **
>
> *Confidentiality Notice:* This message and any files transmitted with it
> are intended for the sole use of the entity or individual to whom it is
> addressed, and may contain information that is confidential, privileged,
> and exempt from disclosure under applicable law. If you are not the
> intended addressee for this e-mail, you are hereby notified that any
> copying, distribution, or dissemination of this e-mail is strictly
> prohibited. If you have received this e-mail in error, please immediately
> destroy, erase, or discard this message. Please notify the sender
> immediately by return e-mail if you have received this e-mail by mistake.*
> ***
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Jason Miller
> *Sent:* Wednesday, February 06, 2013 6:44 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: New BMC Communities Idea - Allow different level of access
> to BMC web sites linked to Support ID
>
> ** **
>
> ** 
>
> I guess it hasn't been kicked hard enough?  Let's kick it harder!
>
> ** **
>
> On Wed, Feb 6, 2013 at 3:49 PM, Shellman, David 
> wrote:
>
> ** 
>
> It's not really a new idea.  Maybe new to the communities but not new.
>  It's been kicked around for a few years.
>
> ** **
>
> Dave
>
>
> On Feb 6, 2013, at 6:06 PM, "Jason Miller"  wrote:
> 
>
>  ** 
>
> With the new docs.bmc.com documentation I find that I am spending time
> looking through the documentation in cases where previously I would have
> either sent the PDF to a power user, trainer, process owner, etc. and tell
> read up or exporting pertinent pieces of a document and emailing it.  True
> I can export the full document to PDF but then the user doesn't benefit
> from updates to the documentation, new versions as we upgrade, etc.  It is
> not appropriate to give these people full access under our Support ID.
>
> ** **
>
> There is a new idea Allow different level of access to BMC web sites
> linked to Support ID  on
> BMC Communities.  Is this something you encounter in our environment also?
> 
>
> ** **
>
> Jason
>
> _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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<>

JOB: BMC Analytics resource

[Tauf Chowdhury]

All,
I have a position for someone who can install/configure BMC Analytics and
Dashboards which includes Business Objects, Dashboards, etc...
This person would also need to be able to customize the universe as
necessary and develop some reports based on an ITSM 7.6.x system. This is a
3+ month consulting position.
The client requires US Citizens only. Most of the work will be remote but
initially, some on-site presence is required in the Miami, Fl region.
Please reach out to me at ta...@hinds8.com for more info and include your
resume.
(I wish I could do this since it's in Miami!!)
Thanks in advance.

-- 
*Tauf Chowdhury

*

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Re: New BMC Communities Idea - Allow different level of access to BMC web sites linked to Support ID

[Pruitt, Christopher (Bank of America Account)]

This is an interesting idea; however, I have a question. Who would decide what 
level each person would have for any given Support ID?

Christopher Pruitt
Business Consulting III
Remedy Developer
BMC Certified Administrator: BMC Remedy AR System 7.6.04
HP Enterprises Services
christopher.pru...@hp.com
www.hp.com
[HP_logo]


Confidentiality Notice: This message and any files transmitted with it are 
intended for the sole use of the entity or individual to whom it is addressed, 
and may contain information that is confidential, privileged, and exempt from 
disclosure under applicable law. If you are not the intended addressee for this 
e-mail, you are hereby notified that any copying, distribution, or 
dissemination of this e-mail is strictly prohibited. If you have received this 
e-mail in error, please immediately destroy, erase, or discard this message. 
Please notify the sender immediately by return e-mail if you have received this 
e-mail by mistake.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Wednesday, February 06, 2013 6:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: New BMC Communities Idea - Allow different level of access to BMC 
web sites linked to Support ID

**
I guess it hasn't been kicked hard enough?  Let's kick it harder!

On Wed, Feb 6, 2013 at 3:49 PM, Shellman, David 
mailto:dave.shell...@te.com>> wrote:
**
It's not really a new idea.  Maybe new to the communities but not new.  It's 
been kicked around for a few years.

Dave

On Feb 6, 2013, at 6:06 PM, "Jason Miller" 
mailto:jason.mil...@gmail.com>> wrote:
**
With the new docs.bmc.com documentation I find that I am spending time looking 
through the documentation in cases where previously I would have either sent 
the PDF to a power user, trainer, process owner, etc. and tell read up or 
exporting pertinent pieces of a document and emailing it.  True I can export 
the full document to PDF but then the user doesn't benefit from updates to the 
documentation, new versions as we upgrade, etc.  It is not appropriate to give 
these people full access under our Support ID.

There is a new idea Allow different level of access to BMC web sites linked to 
Support ID on BMC 
Communities.  Is this something you encounter in our environment also?

Jason
_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: Open Window - Dialog - Commit Changes.

[Longwing, LJ CTR MDA/IC]

Prakash,
A Dialog window cannot, and shouldn't fire Filters on Commit.  A Dialog window 
is NOT a record, it as a console.  If you want to fire Filters that fire on 
Modify, you need to be modifying a record (which a Dialog window isn't 
doing)so you could in theory do an AL Push to the record in question which 
would cause the filters to fire on Modify...that would be the simplest way to 
get where you want to go from where you are I think.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Prakash Kodali
Sent: Wednesday, February 06, 2013 5:14 PM
To: arslist@ARSLIST.ORG
Subject: Open Window - Dialog - Commit Changes.

** Helloo Listers,

I have end up with a strange behavior of Open Window of DIALOG type and commit 
changes has no effect.
I have even tried "PERFORM-ACTION-ACTIVE-LINK 4" / "PERFORM-ACTION-ACTIVE-LINK 
8" to submit the form to trigger the filters. But of NO use. 
Any ideas/suggestions are highly appreciated on how to submit a Dialog window 
and trigger the filters?

Please let me know, If I am not clear.

Thanks 

Prakash.




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Re: Reconciliation for BMC.Core:BMC_Person

[Hodgdon, Paul]

Roger,
Do you mind explaining a little bit more?  I am unclear as to what you are 
referring to.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger J
Sent: Thursday, February 07, 2013 8:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: Reconciliation for BMC.Core:BMC_Person

** I have seen this before and the workflow that popultates the Person Record 
when a CTM:People record is created or modified is a more efficient way to stop 
this.

-Original Message-
From: Hodgdon, Paul mailto:paul.hodg...@unh.edu>>
To: arslist mailto:arslist@ARSLIST.ORG>>
Sent: Thu, 7 Feb 2013 8:53
Subject: Reconciliation for BMC.Core:BMC_Person
**
I was wondering if anyone knows if it is ok to turn off the reconciliation job 
that associates people to assets via the Bulk Load Sandbox operation.   We do 
not have a CMDB at this point and are using the java arapi Data import to 
create and modify records in CTM:People.  What I am seeing is that on 
modifications the BMC.CORE:BMC_Person table requires additional fields that 
CTM:People does not (see error below).  When we did perform some bulk 
modifications of people records the database server seemed to max out CPU usage 
during the reconciliation event.  I was hoping to just be able to avoid this 
event from running, does anyone have any suggestions?  I just want to be able 
to keep CTM:People up to date.

ERROR (326): Required field cannot be blank.; BMC.CORE:BMC_Person : 
ShortDescription

Paul Hodgdon
ITSM Enterprise Manager
University of New Hampshire
_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: Reconciliation for BMC.Core:BMC_Person

[Roger J]

I have seen this before and the workflow that popultates the Person Record when 
a CTM:People record is created or modified is a more efficient way to stop this.



-Original Message-
From: Hodgdon, Paul 
To: arslist 
Sent: Thu, 7 Feb 2013 8:53
Subject: Reconciliation for BMC.Core:BMC_Person


** 
I was wondering if anyone knows if it is ok to turn off the reconciliation job 
that associates people to assets via the Bulk Load Sandbox operation.   We do 
not have a CMDB at this point and are using the java arapi Data import to 
create and modify records in CTM:People.  What I am seeing is that on 
modifications the BMC.CORE:BMC_Person table requires additional fields that 
CTM:People does not (see error below).  When we did perform some bulk 
modifications of people records the database server seemed to max out CPU usage 
during the reconciliation event.  I was hoping to just be able to avoid this 
event from running, does anyone have any suggestions?  I just want to be able 
to keep CTM:People up to date.
 
ERROR (326): Required field cannot be blank.; BMC.CORE:BMC_Person : 
ShortDescription
 
Paul Hodgdon
ITSM Enterprise Manager
University of New Hampshire
_ARSlist: "Where the Answers Are" and have been for 20 years_ 

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Reconciliation for BMC.Core:BMC_Person

[Hodgdon, Paul]

I was wondering if anyone knows if it is ok to turn off the reconciliation job 
that associates people to assets via the Bulk Load Sandbox operation.   We do 
not have a CMDB at this point and are using the java arapi Data import to 
create and modify records in CTM:People.  What I am seeing is that on 
modifications the BMC.CORE:BMC_Person table requires additional fields that 
CTM:People does not (see error below).  When we did perform some bulk 
modifications of people records the database server seemed to max out CPU usage 
during the reconciliation event.  I was hoping to just be able to avoid this 
event from running, does anyone have any suggestions?  I just want to be able 
to keep CTM:People up to date.

ERROR (326): Required field cannot be blank.; BMC.CORE:BMC_Person : 
ShortDescription

Paul Hodgdon
ITSM Enterprise Manager
University of New Hampshire

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Re: Open Window - Dialog - Commit Changes.

[Kiran Patil]

**
Hi Prakash,

Mapped output field from Display only form to regular parent form. On close write action Commit changes from display only form.
On close output mapping will set value in respective field and commit changes will perform modify/save action on regular form.

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

Re: ADDM Synchronization causing AR Server memory leak

[Kiran Patil]

Hi Simon,

When ADDM start synch with AR System, it start loading CI into ADDM sandbox 
dataset. Loading CI is resource consuming process however you need to check if 
any reconcilation jobs are configured with inline execution mode i.e run time. 

Make sure there is ample time in between ADDM Data Synch and reconcilation & 
Normlaization Job execution.
E.g. We have made schedule as below

Every Day ADDM to CMDB Synch @ 1:00:00 AM Server Time zone
Normalization - 5 :00:00 AM Server time Everyday
Reconcilation - 7 :00:00 AM Server time Everyday
We kept ample time in between all activity. 
 Hope this will help you.

~ Kiran

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Re: 7.6.04 SP4 Mid-Tier Cache.

[PSS, Srikanth]

Mark,



For the 7.6.04 SP4 midtier, in Midtier Config -> Log Settings, change the Log 
Level to INFO.



Now, when you Flush cache and initiate Preload, you will find the start and 
finish of Form Preload in the logs. Form Preload will be preceded by Active 
Link Preload, of course.



Another alternative, in case you do not want pore through logs all the time, is 
to apply the latest cumulative hotfix for Midtier 7.6.04 SP4. This hotfix will 
include a Form preload indicator (in Cache Config) and should make things very 
convenient. This preload indicator is also included in Midtier 8.0, out of the 
box.



Hope this helps.





Thanks,

Srikanth



Srikanth PSS
Remedy AR System R&D
BMC Software, Inc. www.bmc.com




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.

















-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mark Antell
Sent: Thursday, February 07, 2013 2:11 PM
To: arslist@ARSLIST.ORG
Subject: 7.6.04 SP4 Mid-Tier Cache.



When the cache is flushed on the mid-tier, how does one know if the cache has 
successfully completed?



There have been a number of occasions when the behaviour of the mid-tier post 
cache is only corrected by flushing the cache, but there is no message, or 
evidence, of a cache failure/corruption.



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Re: 7.6.04 SP4 Mid-Tier Cache.

[Sylvain YVON]

Mark,
In the lower part of the cache config page, in the table that shows the
number of objects in cache by type, you should see the last flush date.


On Thu, Feb 7, 2013 at 9:41 AM, Mark Antell
wrote:

> When the cache is flushed on the mid-tier, how does one know if the cache
> has successfully completed?
>
> There have been a number of occasions when the behaviour of the mid-tier
> post cache is only corrected by flushing the cache, but there is no
> message, or evidence, of a cache failure/corruption.
>
>
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7.6.04 SP4 Mid-Tier Cache.

[Mark Antell]

When the cache is flushed on the mid-tier, how does one know if the cache has 
successfully completed? 

There have been a number of occasions when the behaviour of the mid-tier post 
cache is only corrected by flushing the cache, but there is no message, or 
evidence, of a cache failure/corruption.

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