Re: Adding Attributes to CMDB Class

[Brian Pancia]

We figured this one out.  We originally went through the class manager in
the user tool to do this.  Cleared out the pending changes and made the
change through the mid-tier and it took.  That's what we get for trying to
use the user tool that BMC is desperately trying to get rid of.  We actually
had a similar issue with rebuilding service targets.  It wouldn't do a full
rebuild from the user tool, but went through fine from the mid-tier.

-Original Message-
From: Brian Pancia [mailto:panc...@finityit.com] 
Sent: Thursday, February 28, 2013 1:20 AM
To: arslist@ARSLIST.ORG
Subject: RE: Adding Attributes to CMDB Class

Tim,

Thanks for the input.  The only thing I did not do yet is run cmdbdriver.
All the error logs check out.  I was looking for a quick check xyz is set
right.

Brian


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hulmes, Timothy CTR MDA/ICTO
Sent: Thursday, February 28, 2013 12:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Adding Attributes to CMDB Class

It should not take that long.  You might have to do a CMDB health check to
see where the problem lies.

Below is information from an old KB article that has the steps.


It is recommended that your CMDB meta data be correct prior to upgrading the
CMDB or making class changes when a superclass is in Change Pending.
A quick test of the health of the CMDB is to open the Class Manager, scroll
through the list of CI classes to make sure they all have a status of
"Active", toggle the 'Class Type' to "Relationship", and scroll through the
list of relationship classes to verify they all have a status of "Active".
However, this check will not capture all kinds of incomplete or incorrect
meta data.  
Below are steps to verify the CMDB meta data is correct.
1. Check the arerror.log for errors starting the CMDB Engine.  Search for
the string "cmdbEngine" to find relevant errors.  Validation of the metadata
occurs on startup.  Below is an example error message.
 
Mon Dec 11 16:10:18 2006  390600 : Error encountered while
initializing(Initialization routine) the shared library (ARERR 9755)
Mon Dec 11 16:10:18 2006 bmc.cmdb.cmdbEngine
Mon Dec 11 16:10:18 2006  390600 : The specified super class with given
classId is not found. : Class ID: OB005056C8PlV3RQU3oZAAHO8C, Super
Class ID: OB005056C8F1V3RQd#IYAAD90C (ARERR 120132)
 
2. Query on the Class form to verify all classes are Active
 - Launch and login to Remedy User as an administrator user.
 - Choose File --> Open Object List, and open the Class form ( OBJSTR:Class
) in a Search window
 - Choose View --> Advanced Search Bar
 - In the Advanced Search Bar at the bottom of the Window, specify the
query:
 'OSStatus' != "Active" OR 'Pending ID' != "0" OR 'System Status*' !=
"Active"
 If this query returns any rows, then these should be investigated as
classes which have not built or deleted properly.
Please click the link below to see a demonstration of the process of
querying on the class and attribute forms:
/KMSAttachments/KM-10004041/km10004041_viewlet_swf.html 
 
3. Query on the Class form to determine the number of classes
 - Assuming the above test finds no records, perform an Advanced Search on
the Class form where:
  'Namespace*' = "BMC.CORE"
should return 92 rows.  Querying where: 
'Namespace*' = "BMC.CORE.CONFIG"
should return 10 rows.
 
Note: Using a QBE search on Namespace = BMC.CORE will return the sum of the
above - 102 rows.
 
Additional classes can be added via the Class Manager, so this is not an
absolute confirmation of the correct number of classes, but the result of
the query is expected to be as listed above. 
 
4. Query on the Attribute Definition form to verify all attributes are
Active
 - Launch and login to Remedy User as an administrator user.
 - Choose File --> Open Object List, and open the Attribute Definition form
( OBJSTR:AttributeDefinition ) in a Search window
 - Choose View --> Advanced Search Bar
 - In the Advanced Search Bar at the bottom of the Window, specify the
query:
 'OSStatus' != "Active" OR 'Pending ID' != "0"
 If this query returns any rows, then these should be investigated as
attributes which have not built or deleted properly.  Export the value of
the 'ForeignKeyID (Class ID)' field to determine the class and check whether
it must be rebuilt to update the attribute definition.
 
 5, Run cmdbdriver from the server, and issue the glc command to get the
list of classes. 
  - Navigate to the CMDB/bin directory on the server
 - Run the cmdbdriver program.   (On UNIX, you must first set the library
path to include the directory, see KM-00024454)
 - At the command prompt, issue the log command, and respond to the prompts
to login.
 - At the command prompt, issue the ssp command if necessary to set the
specific port (if ARServer is not running on portmapper)
 - At the command prompt, issue the init command to initialize the
connection
 - At the comman

Re: reset pwd email

[Martinez, Marcelo A]

Found the filter: "User Password Change Redirector:Notification" which sends 
out the notification from form User Password Change Redirector which is 
populated by escalation "User:LastPasswordChange"



Marcelo




From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Martinez, Marcelo A [marc...@cpchem.com]
Sent: Thursday, February 28, 2013 7:27 PM
To: arslist@ARSLIST.ORG
Subject: reset pwd email

CAUTION – This message was received from the Internet using an email address 
that makes it appear to have originated from within CPChem’s email system. This 
email could be a forgery intended to mislead you in trusting the sender and 
increase the likelihood that you will open a malicious file attachment or web 
link. If you are not confident that the source of this message is trustworthy, 
please do not click on any links or open any attachments contained within the 
message. Instead, please contact the IT Help Desk at 1-877-2436 to report this 
incident.
**
Hello List,
I’m seeing in the email engine multiple emails sent out to users with subject 
“Your Password will expire in 10 days”. I did not see this email entry in the 
SYS:Notification Messages form. Does anyone know where this entry resides? I 
need to turn it off before it keeps ‘spamming’ our users.

Thank you,
Marcelo Martinez



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Re: WWRUG13?

[arslist]

Houston isn't nasty hot when?

 

We are close to announcements, either tomorrow or Monday.

 

There will be a WWRUG13 just setting the details.

 

Daniel

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: February 28, 2013 5:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: WWRUG13?

 

** 

September in Houston is nasty hot!

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of arslist
Sent: Wednesday, February 27, 2013 9:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: WWRUG13?

 

** 

Logistically we cannot move the WWRUG to Europe, 

which does not preclude a separate event there.

 

Personally I would go with October and do Octoberfest in Waterloo Canada,

But then we are in Friday conversation territory and last I checked today is
Weds.

 

Arrangements are almost complete for remaining where we were towards late
September,

But there is many a slip twixt cup and lip, or in this case pen and paper.

 

I am really hoping to be able to announce things this Friday,

but there are other parties that have to put pen to paper.

(or electronically sign in some form).

 

Daniel

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: February 27, 2013 10:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: WWRUG13?

 

** 

Ben, I would balk at that. Not that I don't want to go to Europe but
realistically I doubt I would be making it to WWRUG that year.

Jason

On Feb 27, 2013 6:50 AM, "Ben Chernys" 
wrote:

Another +1 for Europe (the real one J)  But I expect BMC would balk at that!



And there's certainly no green coloured beer in Ireland though plenty of
Guinness.  I have drunk green coloured beer on St Pattie's day in Calgary,
and Calgary has a whole slew of Irish pubs.



We do have a small St Pattie's day street fest where you can walk around
with your Guinness or a more usual German beer and sausages (& if you're
lucky pork neck steaks!) and hear plenty of English speaking - in Munich
(and a few Irish pubs too).

Cheers

Ben

www.softwaretoolhouse.com





From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: February-27-13 13:32
To: arslist@ARSLIST.ORG
Subject: Re: WWRUG13?



**

Actually, St. Patrick's day isn't much celebrated in Ireland, except for the
tourists.  It's a far bigger holiday in America.

Rick

On Feb 27, 2013 3:25 AM, "Dan Miller"  wrote:

i vote to move the WWRUG to Ireland, move it to March and you can all enjoy
St Patricks day  :-)


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reset pwd email

[Martinez, Marcelo A]

Hello List,
I'm seeing in the email engine multiple emails sent out to users with subject 
"Your Password will expire in 10 days". I did not see this email entry in the 
SYS:Notification Messages form. Does anyone know where this entry resides? I 
need to turn it off before it keeps 'spamming' our users.

Thank you,
Marcelo Martinez




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Re: Converting Overlays to Granular Overlays - before or after ITSM 8.1 upgrade?

[SUBSCRIBE ARSLIST theReel]

Thanks for the replies guys. 
That utility is built into the developer studio in 8.1 now and is indeed very 
handy when converting to granular overlays. 
What would be awesome would be if anything added/modified was a different 
colour, anything removed was faded etc or something along those lines, that 
would make it v.easy to compare as you go. Maybe in 8.2  :) for now we have the 
migrator tool. 

Thanks again
Tony

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Re: WWRUG13?

[Sanford, Claire]

September in Houston is nasty hot!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of arslist
Sent: Wednesday, February 27, 2013 9:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: WWRUG13?

**
Logistically we cannot move the WWRUG to Europe,
which does not preclude a separate event there.

Personally I would go with October and do Octoberfest in Waterloo Canada,
But then we are in Friday conversation territory and last I checked today is 
Weds.

Arrangements are almost complete for remaining where we were towards late 
September,
But there is many a slip twixt cup and lip, or in this case pen and paper.

I am really hoping to be able to announce things this Friday,
but there are other parties that have to put pen to paper.
(or electronically sign in some form).

Daniel

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: February 27, 2013 10:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: WWRUG13?

**

Ben, I would balk at that. Not that I don't want to go to Europe but 
realistically I doubt I would be making it to WWRUG that year.

Jason
On Feb 27, 2013 6:50 AM, "Ben Chernys" 
mailto:ben.cher...@softwaretoolhouse.com>> 
wrote:
Another +1 for Europe (the real one J)  But I expect BMC would balk at that!



And there's certainly no green coloured beer in Ireland though plenty of
Guinness.  I have drunk green coloured beer on St Pattie's day in Calgary,
and Calgary has a whole slew of Irish pubs.



We do have a small St Pattie's day street fest where you can walk around
with your Guinness or a more usual German beer and sausages (& if you're
lucky pork neck steaks!) and hear plenty of English speaking - in Munich
(and a few Irish pubs too).

Cheers

Ben

www.softwaretoolhouse.com





From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: February-27-13 13:32
To: arslist@ARSLIST.ORG
Subject: Re: WWRUG13?



**

Actually, St. Patrick's day isn't much celebrated in Ireland, except for the
tourists.  It's a far bigger holiday in America.

Rick

On Feb 27, 2013 3:25 AM, "Dan Miller" 
mailto:dan.mil...@bt.com>> wrote:

i vote to move the WWRUG to Ireland, move it to March and you can all enjoy
St Patricks day  :-)


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Re: Remedy OnDemand

[Mike Tomasiewicz (ConAgra Foods)]

Brandi,

We have been on Remedy OnDemand since October 1 and we're having a very 
positive experience.  There were bumps in the road and still a few open issues 
we are tracking down, but so far so good.  The best compliment I got when we 
cut over was no comments at all.  The transition from 7.6.00 to 7.6.04 was 
smooth and met our expectations.  We were able to put in our essential 
customizations (and a few frivolous ones) without any hassle.

Performance is every bit as good as when we had our on-prem server groups and 
our integrations continue to function as expected.

I'll never go back to hosting it if I can avoid it.

Call BMC CustomerConnect and tell 'em I sent ya.  I'd be happy to go into more 
detail using that avenue.

.: Mike T :.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Barbour, Brandi D
Sent: Tuesday, February 12, 2013 11:40 AM
To: arslist@ARSLIST.ORG
Subject: Remedy OnDemand

**
All,
I saw some comments concerning Remedy OnDemand from back in 2011.  I am hoping 
to get some other feedback from current customers of this platform or customers 
that were investigating this and decided to stay on site.  How is performance?  
Any limitations you have found after rolling it out?  Any other information 
that you would like to share is appreciated.

Thank You,
Brandi



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Re: RequestID of Remedy Group

[Mueller, Doug]

Hierarchical groups were added in 7.6.03 of AR System.

They are fully functional and provide the capability to any application who
configured themselves to use the functionality.

NOTE HOWEVER that the ITSM solution has not added support for hierarchical 
groups
to the solution at this time (it is not in 8.1).

A custom form can take advantage of the functionality.  We have had some 
customers
customize ITSM to add the functionality (it works just fine as AR System 
supports
it fully once the application adds the necessary definitions).

So, it is an AR System capability but not exposed through ITSM so if you are
looking only at ITSM as an interaction, you may not have seen this feature.

Doug Mueller

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
Sent: Thursday, February 28, 2013 1:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: RequestID of Remedy Group

I know you'll point me to a page somewhere in the volumes of documentation, but 
when did hierarchical groups come to the playground (what version) and how do 
you define them.  Sounds like something that folks needed back in ITSM 5.5.

- Original Message -
From: "Doug Mueller" 
To: arslist@ARSLIST.ORG
Sent: Thursday, February 28, 2013 3:58:58 PM
Subject: Re: RequestID of Remedy Group

Everyone,


Actually.

You need to be careful because the Group List is the list of EXPLICIT groups you
are a member of.  These are the groups to which you are specifically assigned.

There are also the Computed Groups of which you may be a member based on your
membership in the various explicit group assignments and your login name.  These
are in a different read-only field on the User form that is updated for you by 
the
system to show which ones you matched.

Then, there is the hierarchical group feature which if used means that you being
explicitly assigned to one group may also grant you permissions to other groups
which are below you in the hierarchy.

Next, there is the Public group which of course grants you some permissions but 
as
everyone is in this group, you can assume this group.

At you know what groups you are a member of.

Of course, you dynamically become a member of the Submitter and Assignee groups
based on your login ID being in the corresponding fields on per record basis as
well.

OK, this finally gives you the list of all groups of which you have access.


So, depending on what the purpose of getting this list is, remember, there are 
all
kinds of issues with getting the group list -- is it the explicit group list or 
the
expanded group lists that tell you what you additionally have access to.


Then, if you are using this to determine access, you need to consider both the
direct group assignment of permissions and the row level security permission
assignment and then the presence of any group in your expanded group lists 
being in
data fields  But, that is a discussion for a different day.

I hope this helps,

Doug Mueller

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Thursday, February 28, 2013 5:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: RequestID of Remedy Group

That'll only give you ITSM permissions, the 'Group List' field in the User form 
will give you the rest.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rem_Developer
Sent: Thursday, February 28, 2013 12:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: RequestID of Remedy Group

** 

CTM:People Group Association. Query for particular User..

 

Dhananjay 

 

From: Sayali Mahajan [via ARS (Action Request System)] [mailto:ml-node+[hidden 
email]]
Sent: 28 February 2013 12:22
To: Dhananjay Deshpande
Subject: RequestID of Remedy Group

 

** 

Hi,

 

Is there a query/table to get the RequestIDs of all groups connected to a 
Remedy User?

Any help will be appreciated.  Thanks in advance.

 

 

Regards,

Sayali

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



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View this message in context: RE: RequestID of Remedy Group 

Re: RequestID of Remedy Group

[Easter, David]

Version 7.6.03.

>From the What's New Guide:

Hierarchical group relationships for access control
You can now define a parent-child relationship between access control groups to 
simplify permissions management. When this is defined, and when the object 
properties allow for permission inheritance, object permissions assigned to the 
child group are also granted to the parent group. A group hierarchy can also be 
applied dynamically during row-level security processing to grant permission to 
a parent group, if the appropriate object properties are enabled.

See the Form and Application Objects Guide, "Using a parent group for 
permissions inheritance."

Thanks,

David J. Easter
Product Line Manager, AR System
BSM & Atrium Solutions Mgmt
BMC Software, Inc.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Thursday, February 28, 2013 2:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: RequestID of Remedy Group

Pritch,
I can tell you that it's not in 7.5I don't recall seeing it in 7.6.4, but 
it's in my 8.1 server...so my guess would be 8.xbut it could have been the 
7.6.x versions and I didn't notice

https://docs.bmc.com/docs/display/public/ars81/Using+a+parent+group+for+permissions+inheritance

To define it, you simply go to the child and define the parent, anything you 
assign to the child flows up hill, there can only be one parent, but there can 
be multiple generations, parent of a parent of a parent.

I've obviously never used it, but I'm curious how from a parent you see that 
the child is associated, and how you 'see' it from a permissions model so that 
if user has X, which is the parent of zhow do you know that without diving 
deep into why X was able to modify something that they didn't have access to.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
Sent: Thursday, February 28, 2013 2:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: RequestID of Remedy Group

I know you'll point me to a page somewhere in the volumes of documentation, but 
when did hierarchical groups come to the playground (what version) and how do 
you define them.  Sounds like something that folks needed back in ITSM 5.5.

- Original Message -
From: "Doug Mueller" 
To: arslist@ARSLIST.ORG
Sent: Thursday, February 28, 2013 3:58:58 PM
Subject: Re: RequestID of Remedy Group

Everyone,


Actually.

You need to be careful because the Group List is the list of EXPLICIT groups 
you are a member of.  These are the groups to which you are specifically 
assigned.

There are also the Computed Groups of which you may be a member based on your 
membership in the various explicit group assignments and your login name.  
These are in a different read-only field on the User form that is updated for 
you by the system to show which ones you matched.

Then, there is the hierarchical group feature which if used means that you 
being explicitly assigned to one group may also grant you permissions to other 
groups which are below you in the hierarchy.

Next, there is the Public group which of course grants you some permissions but 
as everyone is in this group, you can assume this group.

At you know what groups you are a member of.

Of course, you dynamically become a member of the Submitter and Assignee groups 
based on your login ID being in the corresponding fields on per record basis as 
well.

OK, this finally gives you the list of all groups of which you have access.


So, depending on what the purpose of getting this list is, remember, there are 
all kinds of issues with getting the group list -- is it the explicit group 
list or the expanded group lists that tell you what you additionally have 
access to.


Then, if you are using this to determine access, you need to consider both the 
direct group assignment of permissions and the row level security permission 
assignment and then the presence of any group in your expanded group lists 
being in data fields  But, that is a discussion for a different day.

I hope this helps,

Doug Mueller

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Thursday, February 28, 2013 5:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: RequestID of Remedy Group

That'll only give you ITSM permissions, the 'Group List' field in the User form 
will give you the rest.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rem_Developer
Sent: Thursday, February 28, 2013 12:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: RequestID of Remedy Group

** 

CTM:People Group Association. Query for particular User..

 

Dhananjay 

 

From: Sayali Mahajan [via ARS (Action Request System)] [mailto:ml-node+[hidden 
email]]
Sent: 28 February 2013 12:22
To: Dhananjay

Re: RequestID of Remedy Group

[Longwing, LJ CTR MDA/IC]

Pritch,
I can tell you that it's not in 7.5I don't recall seeing it in 7.6.4, but 
it's in my 8.1 server...so my guess would be 8.xbut it could have been the 
7.6.x versions and I didn't notice

https://docs.bmc.com/docs/display/public/ars81/Using+a+parent+group+for+permissions+inheritance

To define it, you simply go to the child and define the parent, anything you 
assign to the child flows up hill, there can only be one parent, but there can 
be multiple generations, parent of a parent of a parent.

I've obviously never used it, but I'm curious how from a parent you see that 
the child is associated, and how you 'see' it from a permissions model so that 
if user has X, which is the parent of zhow do you know that without diving 
deep into why X was able to modify something that they didn't have access to.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
Sent: Thursday, February 28, 2013 2:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: RequestID of Remedy Group

I know you'll point me to a page somewhere in the volumes of documentation, but 
when did hierarchical groups come to the playground (what version) and how do 
you define them.  Sounds like something that folks needed back in ITSM 5.5.

- Original Message -
From: "Doug Mueller" 
To: arslist@ARSLIST.ORG
Sent: Thursday, February 28, 2013 3:58:58 PM
Subject: Re: RequestID of Remedy Group

Everyone,


Actually.

You need to be careful because the Group List is the list of EXPLICIT groups 
you are a member of.  These are the groups to which you are specifically 
assigned.

There are also the Computed Groups of which you may be a member based on your 
membership in the various explicit group assignments and your login name.  
These are in a different read-only field on the User form that is updated for 
you by the system to show which ones you matched.

Then, there is the hierarchical group feature which if used means that you 
being explicitly assigned to one group may also grant you permissions to other 
groups which are below you in the hierarchy.

Next, there is the Public group which of course grants you some permissions but 
as everyone is in this group, you can assume this group.

At you know what groups you are a member of.

Of course, you dynamically become a member of the Submitter and Assignee groups 
based on your login ID being in the corresponding fields on per record basis as 
well.

OK, this finally gives you the list of all groups of which you have access.


So, depending on what the purpose of getting this list is, remember, there are 
all kinds of issues with getting the group list -- is it the explicit group 
list or the expanded group lists that tell you what you additionally have 
access to.


Then, if you are using this to determine access, you need to consider both the 
direct group assignment of permissions and the row level security permission 
assignment and then the presence of any group in your expanded group lists 
being in data fields  But, that is a discussion for a different day.

I hope this helps,

Doug Mueller

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Thursday, February 28, 2013 5:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: RequestID of Remedy Group

That'll only give you ITSM permissions, the 'Group List' field in the User form 
will give you the rest.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rem_Developer
Sent: Thursday, February 28, 2013 12:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: RequestID of Remedy Group

** 

CTM:People Group Association. Query for particular User..

 

Dhananjay 

 

From: Sayali Mahajan [via ARS (Action Request System)] [mailto:ml-node+[hidden 
email]]
Sent: 28 February 2013 12:22
To: Dhananjay Deshpande
Subject: RequestID of Remedy Group

 

** 

Hi,

 

Is there a query/table to get the RequestIDs of all groups connected to a 
Remedy User?

Any help will be appreciated.  Thanks in advance.

 

 

Regards,

Sayali

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



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Archives

[Mayfield, Andy L.]

Are you no longer able to search the archive for the ARSlist?  It just times 
out on me every time I try to run a search.

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Alabama Power Company
Protection & Control Technician Staff
Linc # 10*19140
Cell # 205-288-9140
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Re: RequestID of Remedy Group

[pritch]

I know you'll point me to a page somewhere in the volumes of documentation, but 
when did hierarchical groups come to the playground (what version) and how do 
you define them.  Sounds like something that folks needed back in ITSM 5.5.

- Original Message -
From: "Doug Mueller" 
To: arslist@ARSLIST.ORG
Sent: Thursday, February 28, 2013 3:58:58 PM
Subject: Re: RequestID of Remedy Group

Everyone,


Actually.

You need to be careful because the Group List is the list of EXPLICIT groups you
are a member of.  These are the groups to which you are specifically assigned.

There are also the Computed Groups of which you may be a member based on your
membership in the various explicit group assignments and your login name.  These
are in a different read-only field on the User form that is updated for you by 
the
system to show which ones you matched.

Then, there is the hierarchical group feature which if used means that you being
explicitly assigned to one group may also grant you permissions to other groups
which are below you in the hierarchy.

Next, there is the Public group which of course grants you some permissions but 
as
everyone is in this group, you can assume this group.

At you know what groups you are a member of.

Of course, you dynamically become a member of the Submitter and Assignee groups
based on your login ID being in the corresponding fields on per record basis as
well.

OK, this finally gives you the list of all groups of which you have access.


So, depending on what the purpose of getting this list is, remember, there are 
all
kinds of issues with getting the group list -- is it the explicit group list or 
the
expanded group lists that tell you what you additionally have access to.


Then, if you are using this to determine access, you need to consider both the
direct group assignment of permissions and the row level security permission
assignment and then the presence of any group in your expanded group lists 
being in
data fields  But, that is a discussion for a different day.

I hope this helps,

Doug Mueller

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Thursday, February 28, 2013 5:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: RequestID of Remedy Group

That'll only give you ITSM permissions, the 'Group List' field in the User form 
will give you the rest.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rem_Developer
Sent: Thursday, February 28, 2013 12:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: RequestID of Remedy Group

** 

CTM:People Group Association. Query for particular User..

 

Dhananjay 

 

From: Sayali Mahajan [via ARS (Action Request System)] [mailto:ml-node+[hidden 
email]]
Sent: 28 February 2013 12:22
To: Dhananjay Deshpande
Subject: RequestID of Remedy Group

 

** 

Hi,

 

Is there a query/table to get the RequestIDs of all groups connected to a 
Remedy User?

Any help will be appreciated.  Thanks in advance.

 

 

Regards,

Sayali

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



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Re: RequestID of Remedy Group

[Mueller, Doug]

Everyone,


Actually.

You need to be careful because the Group List is the list of EXPLICIT groups you
are a member of.  These are the groups to which you are specifically assigned.

There are also the Computed Groups of which you may be a member based on your
membership in the various explicit group assignments and your login name.  These
are in a different read-only field on the User form that is updated for you by 
the
system to show which ones you matched.

Then, there is the hierarchical group feature which if used means that you being
explicitly assigned to one group may also grant you permissions to other groups
which are below you in the hierarchy.

Next, there is the Public group which of course grants you some permissions but 
as
everyone is in this group, you can assume this group.

At you know what groups you are a member of.

Of course, you dynamically become a member of the Submitter and Assignee groups
based on your login ID being in the corresponding fields on per record basis as
well.

OK, this finally gives you the list of all groups of which you have access.


So, depending on what the purpose of getting this list is, remember, there are 
all
kinds of issues with getting the group list -- is it the explicit group list or 
the
expanded group lists that tell you what you additionally have access to.


Then, if you are using this to determine access, you need to consider both the
direct group assignment of permissions and the row level security permission
assignment and then the presence of any group in your expanded group lists 
being in
data fields  But, that is a discussion for a different day.

I hope this helps,

Doug Mueller

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Thursday, February 28, 2013 5:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: RequestID of Remedy Group

That'll only give you ITSM permissions, the 'Group List' field in the User form 
will give you the rest.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rem_Developer
Sent: Thursday, February 28, 2013 12:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: RequestID of Remedy Group

** 

CTM:People Group Association. Query for particular User..

 

Dhananjay 

 

From: Sayali Mahajan [via ARS (Action Request System)] [mailto:ml-node+[hidden 
email]]
Sent: 28 February 2013 12:22
To: Dhananjay Deshpande
Subject: RequestID of Remedy Group

 

** 

Hi,

 

Is there a query/table to get the RequestIDs of all groups connected to a 
Remedy User?

Any help will be appreciated.  Thanks in advance.

 

 

Regards,

Sayali

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



If you reply to this email, your message will be added to the discussion below:

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unsubscribe from ARS (Action Request System), click here.
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Sent from the ARS (Action Request System) mailing list archive 
  at Nabble.com.
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Re: Converting Overlays to Granular Overlays - before or after ITSM 8.1 upgrade?

[Jason Miller]

A link to that utility can be found here:
https://communities.bmc.com/communities/docs/DOC-22934


On Thu, Feb 28, 2013 at 10:42 AM, Longwing, LJ CTR MDA/IC <
lj.longwing@mda.mil> wrote:

> Tony,
> You may want to search the BMC Communities.  I seem to remember a utility
> coming out that would remove everything from a 7.6.04 overlay that wasn't
> actually modified on an 8.x server.
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of SUBSCRIBE ARSLIST theReel
> Sent: Thursday, February 28, 2013 11:41 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Converting Overlays to Granular Overlays - before or after
> ITSM 8.1 upgrade?
>
> Thanks for that David,
>
> The new granular overlays are a great step forward and should make
> upgrading/patching even easier in the future.
>
> In this case my reason for wanting to do the re-engineering at a later
> date is that we are considering doing an in-place upgrade. So if we can
> leave our overwrite overlays in place it would reduce the amount of down
> time we need to perform the complete upgrade of AR system & ITSM &SLM from
> 7.6.04 to 8.1 in one go.  Overlays can then be re-engineered in stages over
> the next few weekends.
>
> We are also considering upgrading only AR System to 8.1 the first weekend,
> then re-engineering the overlays and then upgrading the Applications.
> Staging servers with the Delta migration tool method are also being
> considered of course.
>
> You say it may save time doing it prior to the upgrade so there is less to
> review post upgrade but my thinking is that it would take less time to do
> one review of all the customisations post install.
>
> I see pros and cons to all approaches so I guess it is choosing what suits
> best.
>
> Thanks
> Tony
>
>
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> Answers Are, and have been for 20 years"
>
>
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OT: Remedy Integration with other Ticketing systems

[Jason Miller]

Hi Ron,

It sounds like you have some great knowledge and experience with
email integration and using Procmail.  I know time is an issue for many of
us but it would be great if you would be able to create a
document
in
the in AR System section of the BMC Communities.  This topic sounds like
something many people would benefit from having a document to follow and
some sample use cases.

Jason


On Thu, Feb 28, 2013 at 8:20 AM, Peters, Ron  wrote:

> **
>
> I’d echo everything said below for the pros and cons. We heavily use email
> integration and the OOTB email engine primarily for incident creation and
> routing. I moved all the email decision making and ticket creation logic
> out of Remedy and use Procmail which is designed for the task. I have a
> single script that is used to generate a ticket though the ticket can be
> fully customized and assigned directly based on the variables used when the
> script is called. I have dozens and dozens of rule sets that are used for
> many different reasons and implementing new ones is fairly trivial. The
> system processes through ~5000 messages a week.
>
> ** **
>
> Automated messages from UPS’s around the company can auto create tickets
> for their support team if the right message comes in or simply ignore and
> drop the message. Monitoring systems send messages that are routed to other
> groups. Messages from end users sent through special distribution lists
> auto-route to the proper support group (Asia, Europe etc.). Tickets are
> created for specific customers or a faceless default account depending on
> the need. Any message that shows up and doesn’t have a specific rule that
> applies generates a ticket for my team to investigate. I don’t want to miss
> anything. I’ve eliminated (so far) all the mail loops through a set of
> system rules (drop messages coming from Remedy etc.). All this from
> primarily a single script that is tightly controlled. The business has
> become very aware of what we can do and I commonly get requests for more
> integration in other areas.
>
> ** **
>
> Hope that helps and if you’re interested, let me know.
>
> ** **
>
> $.02
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Brittain, Mark
> *Sent:* Thursday, February 28, 2013 7:21 AM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Remedy Integration with other Ticketing systems
>
> ** **
>
> ** 
>
> Email is the easiest to implement and troubleshoot. Polling can be an
> issue if you are doing a hot handoff where your customer is tier 1, you are
> tier 2 and the their end user’s phone call will be transferred to you. Even
> if polling is 1 minute on each end that can seem like eternity.  The other
> advantage of email is simulation. Typically in a  web services approach you
> are not going to have access/control end to end. You can send the email
> from your desktop mimicking the customer/process, see any error messages
> and verify any custom workflow. Email is also better if you are having
> periods of downtime. The incoming email will be in the mailbox until the
> Remedy server comes back up. In the case of a web service the SOAP call
> fails and the request is gone. The down side is the polling and security.
> Also there is the perception that email is low tech, and not reliable (AKA
> not cool). 
>
> ** **
>
> The biggest shortcoming is going to be the other ticket system. I have
> worked with Remedy, NimSoft, Service Desk Manager, and Service-Now and each
> has its own challenge.  If they are using a shared/on-demand version then
> customizations on their end are difficult to impossible. Attachments can be
> tricky. Data lengths can be an issue where your fields are shorter than
> their fields. If you have data length or required field conflicts you might
> want to consider a staging form where you take their request, massage it
> and push to a new ticket. If you use a staging form have workflow push the
> ticket number back to the staging form because your response back to the
> customer is from the staging form.
>
> ** **
>
> If an incoming email can update your ticket, and you send email updates to
> their tickets, beware of auto-replies. My biggest fear is a email loop. I
> handle this two ways, outgoing updates are from a bogus email address so it
> won’t come back at me and incoming update workflow includes $USER$ !=
> “Remedy Application Service” in the qualilfication.
>
> ** **
>
> Hope this helps
>
> ** **
>
> Mark
>
> ** **
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Steve
> Kallestad
> *Sent:* Wednesday, February 27, 2013 11:58 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Remedy Integration with other Ticketing 

Re: AR Server installation fails on Windows 2008 R2 Server

[kunal das]

This should be InstallAnywhere debug.txt should be in your temp folder.

Kunal

On Fri, Mar 1, 2013 at 12:18 AM, Rajendra Shrestha  wrote:

> **
> Thank you for the quick response, Kunal where can I find this debug file,
> I looked for it in disk1 and could not find it.
>
> Manjari Shrestha
> 301-529-9120
>
>
>
> On Feb 28, 2013, at 1:30 PM, kunal das  wrote:
>
> **
> Manjari - I am not sure the default port number for InstallAnywhere
> installs and this can be verified in the debug file by searching for
> "address="
> There must be some other program that already has port number that is in
> use as InstallAnywhere, so InstallAnywhere can't use it.
>
> Find that other program and stop it so it releases the port, so
> InstallAnywhere can run.
>
> On Windows, the command "netstat -ab" shows a list of the connections
> with the associated port and process
>
> Hope this helps.
>
> Kunal
>
>
> On Thu, Feb 28, 2013 at 11:54 PM, Manjari Shrestha <
> manjari.rem...@gmail.com> wrote:
>
>> **
>> Hello,
>>
>> I am trying to install 8.1 on Windows 2008 R2 server and I get error
>> InstallAnywhere has stpped working. Has anyone tried to install 8.1 on 2008
>> R2? I was able to run the install on my workstation without issue.
>>
>> Thanks
>> Manjari
>> _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: AR Server installation fails on Windows 2008 R2 Server

[Rajendra Shrestha]

Issue resolved when I changed the tmp file address, I missed a /. Thank you so 
much for your inputs.

Manjari Shrestha
301-529-9120



On Feb 28, 2013, at 1:42 PM, vaibhav wadekar  wrote:

> ** Hi manjiri,
> 
> 
> Did you launch the setup.exe or setup.bat?
> 
> 
> Also you can launch the installer in debug mode by pressing ctrl. + L key 
> with start of installer to get more info on the error 
> 
> Regards/Vaibhav
> 
> On Thursday, February 28, 2013, Manjari Shrestha wrote:
>> **
>> Hello,
>>  
>> I am trying to install 8.1 on Windows 2008 R2 server and I get error 
>> InstallAnywhere has stpped working. Has anyone tried to install 8.1 on 2008 
>> R2? I was able to run the install on my workstation without issue.
>>  
>> Thanks
>> Manjari
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
> 
> 
> -- 
> Sent from Gmail Mobile
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: AR Server installation fails on Windows 2008 R2 Server

[Rajendra Shrestha]

Right at the startup. I do not get any BMC installer screen. 

Manjari Shrestha
301-529-9120



On Feb 28, 2013, at 1:50 PM, laurent matheo  wrote:

> Does the installer begin and fails after some screen or just at startup?
> 
> Le 28 févr. 2013 à 19:48, Rajendra Shrestha  a 
> écrit :
> 
>> Thank you.. Mine is the same sp.
>> 
>> Manjari Shrestha
>> 301-529-9120
>> 
>> 
>> 
>> On Feb 28, 2013, at 1:28 PM, laurent matheo  wrote:
>> 
>>> Hi :)
>>> 
>>> Yes I did, worked without problem.
>>> The windows server was sp1
>>> 
>>> Mobilis in Mobile.
>>> 
>>> Le 28 févr. 2013 à 19:24, Manjari Shrestha  a 
>>> écrit :
>>> 
 **
 Hello,
 
 I am trying to install 8.1 on Windows 2008 R2 server and I get error 
 InstallAnywhere has stpped working. Has anyone tried to install 8.1 on 
 2008 R2? I was able to run the install on my workstation without issue.
 
 Thanks
 Manjari
 _ARSlist: "Where the Answers Are" and have been for 20 years_
>>> 
>>> ___
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>> 
>> ___
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Re: AR Server installation fails on Windows 2008 R2 Server

[laurent matheo]

Does the installer begin and fails after some screen or just at startup?

Le 28 févr. 2013 à 19:48, Rajendra Shrestha  a écrit :

> Thank you.. Mine is the same sp.
> 
> Manjari Shrestha
> 301-529-9120
> 
> 
> 
> On Feb 28, 2013, at 1:28 PM, laurent matheo  wrote:
> 
>> Hi :)
>> 
>> Yes I did, worked without problem.
>> The windows server was sp1
>> 
>> Mobilis in Mobile.
>> 
>> Le 28 févr. 2013 à 19:24, Manjari Shrestha  a 
>> écrit :
>> 
>>> **
>>> Hello,
>>> 
>>> I am trying to install 8.1 on Windows 2008 R2 server and I get error 
>>> InstallAnywhere has stpped working. Has anyone tried to install 8.1 on 2008 
>>> R2? I was able to run the install on my workstation without issue.
>>> 
>>> Thanks
>>> Manjari
>>> _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: AR Server installation fails on Windows 2008 R2 Server

[Rajendra Shrestha]

Thank you.. Mine is the same sp.

Manjari Shrestha
301-529-9120



On Feb 28, 2013, at 1:28 PM, laurent matheo  wrote:

> Hi :)
> 
> Yes I did, worked without problem.
> The windows server was sp1
> 
> Mobilis in Mobile.
> 
> Le 28 févr. 2013 à 19:24, Manjari Shrestha  a écrit 
> :
> 
>> **
>> Hello,
>> 
>> I am trying to install 8.1 on Windows 2008 R2 server and I get error 
>> InstallAnywhere has stpped working. Has anyone tried to install 8.1 on 2008 
>> R2? I was able to run the install on my workstation without issue.
>> 
>> Thanks
>> Manjari
>> _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: AR Server installation fails on Windows 2008 R2 Server

[Rajendra Shrestha]

Thank you for the quick response, Kunal where can I find this debug file, I 
looked for it in disk1 and could not find it.

Manjari Shrestha
301-529-9120



On Feb 28, 2013, at 1:30 PM, kunal das  wrote:

> **
> Manjari - I am not sure the default port number for InstallAnywhere installs 
> and this can be verified in the debug file by searching for "address=" 
> There must be some other program that already has port number that is in use 
> as InstallAnywhere, so InstallAnywhere can't use it. 
> 
> Find that other program and stop it so it releases the port, so 
> InstallAnywhere can run.
> 
> On Windows, the command "netstat -ab" shows a list of the connections with 
> the associated port and process
> 
> Hope this helps.
> 
> Kunal
> 
> 
> On Thu, Feb 28, 2013 at 11:54 PM, Manjari Shrestha  
> wrote:
>> **
>> Hello,
>>  
>> I am trying to install 8.1 on Windows 2008 R2 server and I get error 
>> InstallAnywhere has stpped working. Has anyone tried to install 8.1 on 2008 
>> R2? I was able to run the install on my workstation without issue.
>>  
>> Thanks
>> Manjari
>> _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: AR Server installation fails on Windows 2008 R2 Server

[vaibhav wadekar]

Hi manjiri,


Did you launch the setup.exe or setup.bat?


Also you can launch the installer in debug mode by pressing ctrl. + L key
with start of installer to get more info on the error

Regards/Vaibhav

On Thursday, February 28, 2013, Manjari Shrestha wrote:

> **
> Hello,
>
> I am trying to install 8.1 on Windows 2008 R2 server and I get error
> InstallAnywhere has stpped working. Has anyone tried to install 8.1 on 2008
> R2? I was able to run the install on my workstation without issue.
>
> Thanks
> Manjari
> _ARSlist: "Where the Answers Are" and have been for 20 years_



-- 
Sent from Gmail Mobile

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Re: Converting Overlays to Granular Overlays - before or after ITSM 8.1 upgrade?

[Longwing, LJ CTR MDA/IC]

Tony,
You may want to search the BMC Communities.  I seem to remember a utility 
coming out that would remove everything from a 7.6.04 overlay that wasn't 
actually modified on an 8.x server.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of SUBSCRIBE ARSLIST theReel
Sent: Thursday, February 28, 2013 11:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Converting Overlays to Granular Overlays - before or after ITSM 
8.1 upgrade?

Thanks for that David,

The new granular overlays are a great step forward and should make 
upgrading/patching even easier in the future.

In this case my reason for wanting to do the re-engineering at a later date is 
that we are considering doing an in-place upgrade. So if we can leave our 
overwrite overlays in place it would reduce the amount of down time we need to 
perform the complete upgrade of AR system & ITSM &SLM from 7.6.04 to 8.1 in one 
go.  Overlays can then be re-engineered in stages over the next few weekends.

We are also considering upgrading only AR System to 8.1 the first weekend, then 
re-engineering the overlays and then upgrading the Applications. Staging 
servers with the Delta migration tool method are also being considered of 
course.

You say it may save time doing it prior to the upgrade so there is less to 
review post upgrade but my thinking is that it would take less time to do one 
review of all the customisations post install.

I see pros and cons to all approaches so I guess it is choosing what suits 
best. 

Thanks
Tony

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Re: Converting Overlays to Granular Overlays - before or after ITSM 8.1 upgrade?

[SUBSCRIBE ARSLIST theReel]

Thanks for that David,

The new granular overlays are a great step forward and should make 
upgrading/patching even easier in the future.

In this case my reason for wanting to do the re-engineering at a later date is 
that we are considering doing an in-place upgrade. So if we can leave our 
overwrite overlays in place it would reduce the amount of down time we need to 
perform the complete upgrade of AR system & ITSM &SLM from 7.6.04 to 8.1 in one 
go.  Overlays can then be re-engineered in stages over the next few weekends.

We are also considering upgrading only AR System to 8.1 the first weekend, then 
re-engineering the overlays and then upgrading the Applications. Staging 
servers with the Delta migration tool method are also being considered of 
course.

You say it may save time doing it prior to the upgrade so there is less to 
review post upgrade but my thinking is that it would take less time to do one 
review of all the customisations post install.

I see pros and cons to all approaches so I guess it is choosing what suits 
best. 

Thanks
Tony

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Re: AR Server installation fails on Windows 2008 R2 Server

[kunal das]

Manjari - I am not sure the default port number for InstallAnywhere
installs and this can be verified in the debug file by searching for
"address="
There must be some other program that already has port number that is in
use as InstallAnywhere, so InstallAnywhere can't use it.

Find that other program and stop it so it releases the port, so
InstallAnywhere can run.

On Windows, the command "netstat -ab" shows a list of the connections with
the associated port and process

Hope this helps.

Kunal


On Thu, Feb 28, 2013 at 11:54 PM, Manjari Shrestha  wrote:

> **
> Hello,
>
> I am trying to install 8.1 on Windows 2008 R2 server and I get error
> InstallAnywhere has stpped working. Has anyone tried to install 8.1 on 2008
> R2? I was able to run the install on my workstation without issue.
>
> Thanks
> Manjari
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: AR Server installation fails on Windows 2008 R2 Server

[laurent matheo]

Hi :)

Yes I did, worked without problem.
The windows server was sp1

Mobilis in Mobile.

Le 28 févr. 2013 à 19:24, Manjari Shrestha  a écrit :

> **
> Hello,
>  
> I am trying to install 8.1 on Windows 2008 R2 server and I get error 
> InstallAnywhere has stpped working. Has anyone tried to install 8.1 on 2008 
> R2? I was able to run the install on my workstation without issue.
>  
> Thanks
> Manjari
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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AR Server installation fails on Windows 2008 R2 Server

[Manjari Shrestha]

Hello,

I am trying to install 8.1 on Windows 2008 R2 server and I get error
InstallAnywhere has stpped working. Has anyone tried to install 8.1 on 2008
R2? I was able to run the install on my workstation without issue.

Thanks
Manjari

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Re: Remedy Integration with other Ticketing systems

[Garrison, Sean (Norcross)]

A lot depends on the requirements of the integration.


1.How does the other system keep track of their open incidents in Remedy

2.   How do they add notes to the incident?

3.   Can they close or cancel a incident?

You can assume they use e-mail but when integrating with another system you 
have the "Email Loop" problem you have to solve.   I.e. you send an e-mail to 
create a ticket ... their system responds with a "Thank you " email which 
generates another ticket in your system.  Gratefully your system responds which 
creates a ticket in their system 

Web Services or using direct java api can provide a better interface.  You also 
may want to consider a publish/subscribe solution like webMethods.  I would 
only do that if it is not a point to point integration and multiple systems 
have to integrate with Remedy.

Thanks,

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arslist@arslist.org] On Behalf Of Christine Milton Hall
Sent: Wednesday, February 27, 2013 10:25 AM
To: arslist@arslist.org
Subject: Remedy Integration with other Ticketing systems

**
Hi everyone - It is has been a while...

Looking for some feedback on integrating external ticketing systems with our 
Remedy Environment. (currently 7.5.1, windows platform)


1.   What is the most common and best practice method?  Right now the most 
requests seem to be requesting the utilization of email notifications with 
other external systems.

2.   How difficult is it integrate with another non-Remedy environment?

3.   What would be the worst case and best case in work effort/duration?

4.   Is there any pitfalls that I should be aware of if we move towards 
this type of solution?

Any guidance or thoughts would be greatly appreciated!

Thanks!
c

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Re: Converting Overlays to Granular Overlays - before or after ITSM 8.1 upgrade?

[Easter, David]

Ultimately, it's your call whether you want to take advantage of them or not - 
and when you wish to do so.  That said, there is a specific reason that you may 
wish to convert your existing overwrite overlays to additive overlays prior to 
upgrading the applications.

Without granular overlays, any modifications that you make to the object 
creates an overwrite overlay for the entire object.  Thus, even if you just 
added a custom permission to an object, that entire object is now overlaid.  
Any modifications to the object done by BMC in a future release will not be 
activated during run time - because your overwrite overlay "wins".  

Granular overlays now enables you to change some commonly modified attributes 
(e.g. permissions) but know that that the rest of the object can be modified by 
BMC and such changes will be active during run time.  You don't have to go 
through the task of reviewing all the changes made by BMC and folding them into 
your overlay.

It is not required prior to upgrading - you can leave everything as 
non-granular overwrite overlays.  But it may save you some time in 
reconciliation to do it prior to upgrade so that post-upgrade you really only 
need to look at the objects where you made changes to non-granular portions of 
the object's overlay.

If you don't make changes to BMC objects - i.e. you're _adding_ to the product, 
not modifying - then there's little change with granular overlays.  However, if 
you are creating overlays by modifying objects (not adding custom objects), it 
can be a huge time saver if you're changing things like permissions or form 
lists.

So your call.  It can be done either before or after the application upgrade.  
If you do nothing, overlays will continue to work as they did in previous 
releases.

-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.
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of SUBSCRIBE ARSLIST theReel
Sent: Thursday, February 28, 2013 8:32 AM
To: arslist@ARSLIST.ORG
Subject: Converting Overlays to Granular Overlays - before or after ITSM 8.1 
upgrade?

Hi Guys,

Is there a specific reason you should re-engineer overlays with granular 
overlays before upgrading applications?

We have a 7.6.04 SP2 ITSM install (windows/SQL) on which we have implemented 
some customisations using the object overlay method available in 7.6.

These are mostly basic customisations but some are on the major forms (HPD:Help 
Desk, Incident Console etc) - examples would be adding custom tabs & fields, 
moving the position of fields, adding columns to tables etc. 

We are now looking at upgrading to the latest 8.1 release. 

So I am wondering, when we upgrade to AR System 8.1 do we HAVE to re-engineer 
the customisations to Granular before upgrading ITSM OR can we upgrade all the 
applications and at a later date re-engineer the customisations.

I understand that it will mean we will not be able to see some new features if 
we have overlays in place (eg: the Classification tab in Help Desk etc) but the 
base form would still be updated so in theory I can come back later and change 
to granular overlays hence revealing the new features.

Am I overlooking something? is there a specific reason you should implement 
granular overlays before upgrading applications?

Thanks
Tony

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Converting Overlays to Granular Overlays - before or after ITSM 8.1 upgrade?

[SUBSCRIBE ARSLIST theReel]

Hi Guys,

Is there a specific reason you should re-engineer overlays with granular 
overlays before upgrading applications?

We have a 7.6.04 SP2 ITSM install (windows/SQL) on which we have implemented 
some customisations using the object overlay method available in 7.6.

These are mostly basic customisations but some are on the major forms (HPD:Help 
Desk, Incident Console etc) - examples would be adding custom tabs & fields, 
moving the position of fields, adding columns to tables etc. 

We are now looking at upgrading to the latest 8.1 release. 

So I am wondering, when we upgrade to AR System 8.1 do we HAVE to re-engineer 
the customisations to Granular before upgrading ITSM OR can we upgrade all the 
applications and at a later date re-engineer the customisations.

I understand that it will mean we will not be able to see some new features if 
we have overlays in place (eg: the Classification tab in Help Desk etc) but the 
base form would still be updated so in theory I can come back later and change 
to granular overlays hence revealing the new features.

Am I overlooking something? is there a specific reason you should implement 
granular overlays before upgrading applications?

Thanks
Tony

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Re: Remedy Integration with other Ticketing systems

[Peters, Ron]

I'd echo everything said below for the pros and cons. We heavily use email 
integration and the OOTB email engine primarily for incident creation and 
routing. I moved all the email decision making and ticket creation logic out of 
Remedy and use Procmail which is designed for the task. I have a single script 
that is used to generate a ticket though the ticket can be fully customized and 
assigned directly based on the variables used when the script is called. I have 
dozens and dozens of rule sets that are used for many different reasons and 
implementing new ones is fairly trivial. The system processes through ~5000 
messages a week.

Automated messages from UPS's around the company can auto create tickets for 
their support team if the right message comes in or simply ignore and drop the 
message. Monitoring systems send messages that are routed to other groups. 
Messages from end users sent through special distribution lists auto-route to 
the proper support group (Asia, Europe etc.). Tickets are created for specific 
customers or a faceless default account depending on the need. Any message that 
shows up and doesn't have a specific rule that applies generates a ticket for 
my team to investigate. I don't want to miss anything. I've eliminated (so far) 
all the mail loops through a set of system rules (drop messages coming from 
Remedy etc.). All this from primarily a single script that is tightly 
controlled. The business has become very aware of what we can do and I commonly 
get requests for more integration in other areas.

Hope that helps and if you're interested, let me know.

$.02

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Thursday, February 28, 2013 7:21 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Integration with other Ticketing systems

**
Email is the easiest to implement and troubleshoot. Polling can be an issue if 
you are doing a hot handoff where your customer is tier 1, you are tier 2 and 
the their end user's phone call will be transferred to you. Even if polling is 
1 minute on each end that can seem like eternity.  The other advantage of email 
is simulation. Typically in a  web services approach you are not going to have 
access/control end to end. You can send the email from your desktop mimicking 
the customer/process, see any error messages and verify any custom workflow. 
Email is also better if you are having periods of downtime. The incoming email 
will be in the mailbox until the Remedy server comes back up. In the case of a 
web service the SOAP call fails and the request is gone. The down side is the 
polling and security. Also there is the perception that email is low tech, and 
not reliable (AKA not cool).

The biggest shortcoming is going to be the other ticket system. I have worked 
with Remedy, NimSoft, Service Desk Manager, and Service-Now and each has its 
own challenge.  If they are using a shared/on-demand version then 
customizations on their end are difficult to impossible. Attachments can be 
tricky. Data lengths can be an issue where your fields are shorter than their 
fields. If you have data length or required field conflicts you might want to 
consider a staging form where you take their request, massage it and push to a 
new ticket. If you use a staging form have workflow push the ticket number back 
to the staging form because your response back to the customer is from the 
staging form.

If an incoming email can update your ticket, and you send email updates to 
their tickets, beware of auto-replies. My biggest fear is a email loop. I 
handle this two ways, outgoing updates are from a bogus email address so it 
won't come back at me and incoming update workflow includes $USER$ != "Remedy 
Application Service" in the qualilfication.

Hope this helps

Mark


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Steve Kallestad
Sent: Wednesday, February 27, 2013 11:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Integration with other Ticketing systems

** There's no best-practice that's globally correct across all potential 
applications.

If there's a canned solution for a particular vendor, then that's the one to 
use 9 times out of 10.

Email is good because it has built in store-and-forward and failover 
mechanisms.  Email is bad because it introduces points of failure that may not 
be in your control and it can be slow.

There are several options, but the most utilized would be geared towards either 
Web Services or API level integration - ensuring that server side workflow 
processing, permissions structures, etc. are all handled.

Between remedy servers, DSO (Distributed Server Option) is most frequently 
used.  On occasion, people just use custom designed workflow.

It's always good practice to utilize an abstraction layer so that an upgrade on 
one side of the integration does not necessarily mean a

Re: Remedy Integration with other Ticketing systems

[Brittain, Mark]

Email is the easiest to implement and troubleshoot. Polling can be an issue if 
you are doing a hot handoff where your customer is tier 1, you are tier 2 and 
the their end user's phone call will be transferred to you. Even if polling is 
1 minute on each end that can seem like eternity.  The other advantage of email 
is simulation. Typically in a  web services approach you are not going to have 
access/control end to end. You can send the email from your desktop mimicking 
the customer/process, see any error messages and verify any custom workflow. 
Email is also better if you are having periods of downtime. The incoming email 
will be in the mailbox until the Remedy server comes back up. In the case of a 
web service the SOAP call fails and the request is gone. The down side is the 
polling and security. Also there is the perception that email is low tech, and 
not reliable (AKA not cool).

The biggest shortcoming is going to be the other ticket system. I have worked 
with Remedy, NimSoft, Service Desk Manager, and Service-Now and each has its 
own challenge.  If they are using a shared/on-demand version then 
customizations on their end are difficult to impossible. Attachments can be 
tricky. Data lengths can be an issue where your fields are shorter than their 
fields. If you have data length or required field conflicts you might want to 
consider a staging form where you take their request, massage it and push to a 
new ticket. If you use a staging form have workflow push the ticket number back 
to the staging form because your response back to the customer is from the 
staging form.

If an incoming email can update your ticket, and you send email updates to 
their tickets, beware of auto-replies. My biggest fear is a email loop. I 
handle this two ways, outgoing updates are from a bogus email address so it 
won't come back at me and incoming update workflow includes $USER$ != "Remedy 
Application Service" in the qualilfication.

Hope this helps

Mark


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Steve Kallestad
Sent: Wednesday, February 27, 2013 11:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Integration with other Ticketing systems

** There's no best-practice that's globally correct across all potential 
applications.

If there's a canned solution for a particular vendor, then that's the one to 
use 9 times out of 10.

Email is good because it has built in store-and-forward and failover 
mechanisms.  Email is bad because it introduces points of failure that may not 
be in your control and it can be slow.

There are several options, but the most utilized would be geared towards either 
Web Services or API level integration - ensuring that server side workflow 
processing, permissions structures, etc. are all handled.

Between remedy servers, DSO (Distributed Server Option) is most frequently 
used.  On occasion, people just use custom designed workflow.

It's always good practice to utilize an abstraction layer so that an upgrade on 
one side of the integration does not necessarily mean an upgrade on the other 
side of the integration.

Integrator is based on 
Pentaho so that can 
be used as an integration mechanism as well - although I haven't played with 
integrator a whole heck of a lot just yet.

On Wed, Feb 27, 2013 at 7:24 AM, Christine Milton Hall 
mailto:christine_milton_h...@pepperidgefarm.com>>
 wrote:
**
Hi everyone - It is has been a while...

Looking for some feedback on integrating external ticketing systems with our 
Remedy Environment. (currently 7.5.1, windows platform)


1.   What is the most common and best practice method?  Right now the most 
requests seem to be requesting the utilization of email notifications with 
other external systems.

2.   How difficult is it integrate with another non-Remedy environment?

3.   What would be the worst case and best case in work effort/duration?

4.   Is there any pitfalls that I should be aware of if we move towards 
this type of solution?

Any guidance or thoughts would be greatly appreciated!

Thanks!
c

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privileged, c

Re: Suspect actions in a macro..

[Support]

Hi,

I don't seem to be able to see the whole thread on my iPhone, so I'm not sure 
that my answer is relevant. 

Anyway, ARSmarts offers a macro editor, and I think you could live with the 
free version. 

Best regards. 

Kaïs. 
kais.albas...@arsmarts.com
Www.arsmarts.com

Sent from my iPhone

On 28 Feb 2013, at 07:40, Joe D'Souza  wrote:

> **
> The output below is exactly from there. The macro itself if opened in notepad 
> would not display its content in a fairly organized fashion as below. Its 
> readable but not as readable as from the editor.
>  
> Cheers
>  
> Joe
>  
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Tab Forward
> Sent: Wednesday, February 27, 2013 8:10 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Suspect actions in a macro..
>  
> Joe,
>  
>   Have you ever used armaced?
>  
>   It’s a command line based macro editor.
>  
>   You can use it to make recorded macros cleaner and easier to read.
>  
> Tab
>  
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
> Sent: Monday, February 25, 2013 5:38 PM
> To: arslist@ARSLIST.ORG
> Subject: Suspect actions in a macro..
>  
>  
> When I used armacroed for checking out a macro definition, this is what it 
> returned:
>  
> 1) Set Current Working Schema to FormName (ServerName)
> 2) Perform Query
>  Query bar --  '536871083' >= "$Start Date$" AND '536871083' <= "$End 
> Date$" AND '536870932' = "Tier2 Customer Support" AND '7' = "Closed"
> 3) ** Unknown command **
>Form-open:
> 4) ** Unknown command **
>Form-entry-list: 0
> 5) Perform Query
>  Query bar --  '536871083' >= "$Start Date$" AND '536871083' <= "$End 
> Date$" AND '536870932' = "Tier2 Customer Support" AND '7' = "Closed"
> 6) ** Unknown command **
>Form-entry-list: 0
> 7) ** Unknown command **
>Form-final: modify☺@
>  
> I find it a little suspicious that the same action/query, is repeated twice. 
> Since I did not develop it I cannot say with certainty if this was actually 
> recorded twice. I suspect it was. Would this mean that this macro would 
> perform that same query twice?
>  
> I am yet to test the run of these macros to log if it actually runs the query 
> twice. What do you’ll think? Is line 5 and 6 unnecessary and will repeat the 
> query the second time?
>  
> Joe
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> "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: RequestID of Remedy Group

[Longwing, LJ CTR MDA/IC]

That'll only give you ITSM permissions, the 'Group List' field in the User form 
will give you the rest.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rem_Developer
Sent: Thursday, February 28, 2013 12:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: RequestID of Remedy Group

** 

CTM:People Group Association. Query for particular User..

 

Dhananjay 

 

From: Sayali Mahajan [via ARS (Action Request System)] [mailto:ml-node+[hidden 
email]]
Sent: 28 February 2013 12:22
To: Dhananjay Deshpande
Subject: RequestID of Remedy Group

 

** 

Hi,

 

Is there a query/table to get the RequestIDs of all groups connected to a 
Remedy User?

Any help will be appreciated.  Thanks in advance.

 

 

Regards,

Sayali

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