Re: New features in Change Management 7.6.04 compared to 7.1

[Mahmoud Mahdy-Mohamed, Vodafone Egypt]

No, I don't have the release notes, can you send it to me please?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of arslist
Sent: Sunday, April 07, 2013 6:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: New features in Change Management 7.6.04 compared to 7.1

**
One assumes you have access to the release notes that would list those? Dan

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mahmoud Mahdy-Mohamed, Vodafone Egypt
Sent: April 7, 2013 10:40 AM
To: arslist@ARSLIST.ORG
Subject: New features in Change Management 7.6.04 compared to 7.1

**
Dears,

Please provide me with a presentation or document which illustrates the new 
features in change management 7.6.04 (ITSM and configuration) compared to 7.1 
version.

Thanks

*

The content of this document is classified as Vodafone Egypt S.A.E. 
Confidential and Proprietary Information.

The recipient hereby is committed to hold in strict confidence the contents of 
this (e-mail, document, information) and not to disclose to any third party 
without the prior written consent of Vodafone Egypt S.A.E. Recipient will be 
held liable for any unauthorized disclosure.

If you have received this message in error, please notify the sender by return 
e-mail and delete the message in its entirety, including any attachments.

http://www.vodafone.com.eg

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

*

The content of this document is classified as Vodafone Egypt S.A.E. 
Confidential and Proprietary Information.

The recipient hereby is committed to hold in strict confidence the contents of 
this (e-mail, document, information) and not to disclose to any third party 
without the prior written consent of Vodafone Egypt S.A.E. Recipient will be 
held liable for any unauthorized disclosure.

If you have received this message in error, please notify the sender by return 
e-mail and delete the message in its entirety, including any attachments.

http://www.vodafone.com.eg

*

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

ARS 7.6.04 SP2 On RHEL 5.3 Error: GetServerInfo Failed to get initialization values. (ARERR 8762)

[Nathan Brandt]

I just edited /etc/arsystem/myars/armonitor.conf file and un-commented
/opt/bmc/ARSystem/bin/arservdsd line to enable DSO.

But after that I have been getting following error when trying to access
ServerInformation Forms from Midtier

GetServerInfo Failed to get initialization values. (ARERR 8762)
Cannot establish a network connection to the AR System server : myars :
RPC: Name to address translation failed - No such hostname (ARERR 90)

I am pretty sure that is only change I did and before that everything was
working fine.
Any ideas?

~ Nathan

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

Atrium Integrator on a different machine

[Nathan Brandt]

I was trying to install atriumintegrator80.server.win on a machine which
doesn’t have AR Server. Installation did prompt me to provide details of an
AR Server. I did that, but it gives this error.

"Atrium Integrator Server install on remote AR System Server is not
supported"

Thread here talks about similar thing
https://bmc-sdn-vm.hosted.jivesoftware.com/communities/thread/74232
I gave "AR Server Alias Name" during installation, but still same error.

Any clues?

Some other questions
1. In general, should IA be run from different machine than the AR Server?
2. I played with PDI (Pentaho data integrator) 4.4.0 and its Repository
provides versioning support which I didn't see with AI.


~ Nathan

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

Re: Atrium Integrator on a different machine

[Carl Wilson]

Hi,

The AI Server is required to be installed on the AR Server machines - this
is because of the plug-ins, etc.  

The client can be installed remotely (Spoon client).

 

  _  

 

Kind Regards,

 

Carl Wilson

 

http://www.missingpiecessoftware.com/

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Brandt
Sent: 08 April 2013 13:10
To: arslist@ARSLIST.ORG
Subject: Atrium Integrator on a different machine

 

** 

I was trying to install atriumintegrator80.server.win on a machine which
doesn't have AR Server. Installation did prompt me to provide details of an
AR Server. I did that, but it gives this error.

 

"Atrium Integrator Server install on remote AR System Server is not
supported"

 

Thread here talks about similar thing

https://bmc-sdn-vm.hosted.jivesoftware.com/communities/thread/74232

I gave "AR Server Alias Name" during installation, but still same error.

 

Any clues?

 

Some other questions

1. In general, should IA be run from different machine than the AR Server?

2. I played with PDI (Pentaho data integrator) 4.4.0 and its Repository
provides versioning support which I didn't see with AI.

 

 

~ Nathan

 

_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"

Re: New features in Change Management 7.6.04 compared to 7.1

[Shiv Manakshe]

You may refer the release notes from below web link to get information on 
‘What’s New’ in following ITSM Releases.

ITSM 7.6.04 version
https://docs.bmc.com/docs/download/attachments/168331034/7604ITSMReleaseNotes.pdf

ITSM 7.6.03 Version
http://documents.bmc.com/supportu/documents/26/33/142633/142633.pdf

ITSM 7.5.x Version
http://documents.bmc.com/supportu/documents/87/16/98716/98716.pdf

Hope this would be useful

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

Re: AR 7.1-AREA-cert8.db

[Andrew Belis]

Hey Doug,

Thanks for replying. Do you know of any way of producing a cert7.db file so we 
don't have to experiment/change our production box config files? We are just 
trying to get a quick fix for now because we are working on deploying Remedy 
8.0 here in the near future.

-Andrew B.

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

SRM Admin Guide Required

[Rajat Sharma]

Hi All,

It will be really helpful if some one can share SRM Admin Guide with me.

Thanks,
Rajat

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

Re: OT: An unexpected fork in the road...

[Warren R. Baltimore II]

"The Houston-based company has realigned its business into single teams for
product development, customer support, global marketing and sales, vice
president and chief corporate spokesman Mark
Stousesaid"

And once again cut away the people that actually know what they are
doing

I think it's time for those at BMC to revisit the wonderful keynote given
some years back at a RUG by Scott Adams  Cuz we got way to many pointy
hair management decisions going down

If it's not to late, call him back!

On Sat, Apr 6, 2013 at 12:08 AM, Teri Stevenson wrote:

> **  BMC had another large reduction and cut way too many bright minds
> again
>
>
> http://www.chron.com/news/article/BMC-Software-reduces-its-workforce-4408018.php
>
>
> Teri Stevenson
> Remedy Developer
> PG&E
>
>
> Sent from Yahoo! Mail for iPhone
>
>  --
> *From: *Joe D'Souza ;
> *To: *;
> *Subject: *Re: OT: An unexpected fork in the road...
> *Sent: *Fri, Apr 5, 2013 8:55:11 PM
>
> Yup I think that too.. And its one of the worst mistakes BMC has made
> since Remedy Corporation’s (not BMC) decision to sell out to Peregrine. The
> dark might soon return.
>
>
>
> Hopefully the product would survive this one too.
>
>
>
> Joe
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Rick Cook
> *Sent:* Friday, April 05, 2013 2:10 PM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: OT: An unexpected fork in the road...
>
>
>
> **
>
> I think if it were his choice, the announcement would have been worded
> differently.
>
> Not trying to start any rumors or badmouth anyone, just giving my read on
> the situation with the extremely limited information available.
>
> Rick
>
> On Apr 5, 2013 11:07 AM, "Longwing, Lj"  wrote:
>
> **
>
> You know...I don't think he said if it was his choice to leave or
> not...you never know...Unisys may be borging him
>
>
>
> On Fri, Apr 5, 2013 at 11:40 AM, Sanford, Claire <
> claire.sanf...@memorialhermann.org> wrote:
>
> I would be willing to bet, whoever they get will not fit in his shoes,
> unless they came from the same shoe store!
>
> Big huge mistake!  David has been the best advocate BMC ever had (other
> than Doug M.) in the Developer community!  I am very glad I had the
> opportunity to meet him in person and in the virtual world!
>
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Smerz, Christian
> Sent: Friday, April 05, 2013 7:05 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: OT: An unexpected fork in the road...
>
> Whoever it is better have big feet, what with all the shoes comments on
> here ;)
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Patrick Zandi
> Sent: Friday, April 05, 2013 6:35 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: OT: An unexpected fork in the road...
>
> Is someone taking his role?
>
> Sent from my iPhone
>
> On Apr 5, 2013, at 7:06, Danny Kellett <
> danny.kell...@strategicworkflow.com> wrote:
>
> > David,
> >
> > Sad news and I hope whoever takes over your role understand the
> > importance of having a dependable voice out there in the community.
> > There were, and I am sure will continue to be, frustrating times when
> > the product/BMC challenges us and I think you certainly added calm to
> that storm.
> >
> > I always found your posts helpful and for that I thank you and wish
> > you all the luck for the future.
> > Danny
> >
> >> Hi All,
> >>
> >>
> >>
> >>  I watched the movie "Moneyball" a few nights ago.  Billy Beane
> >> (general manager for the Oakland A's) had advice for delivering bad
> >> news - just give it to 'em straight.  So here goes.
> >>
> >>
> >>
> >>  As of April 5th, I'm no longer an employee of BMC Software, Inc.
> >>
> >>
> >>
> >>  While my disclaimer has always stated that my participation in this
> >> group wasn't an official function for BMC, obviously this turn of
> >> events puts a significant kink in my continued involvement in the
> >> ARSList. :-) Note that this is in no way a result of the April Fool's
> posting that I
> >> sent out... lest someone jump to an errant conclusion.   I won't be able
> >> to discuss any details of the situation, but you guys deserved to
> >> hear the news straight from the horse's a er... mouth.
> >>
> >>
> >>
> >>  This has been an amazing 7 years of my career and all of you are the
> >> reason for that.  This is the most vibrant, animated and supportive
> >> group I've ever had the pleasure to be a part of.  I've met many of
> >> you in person, talked with even more in virtual space, but I feel
> >> like a part of a family with all of you.  I will truly miss the
> >> opportunity to represent the brand and products that y

Re: SRM Admin Guide Required

[patrick zandi]

Unfortunately, BMC’s legal department has classified BMC documentation as
BMC Intellectual Property.  This means that only authorized BMC employees
can distribute documentation – and then only through methods approved by
BMC.

  Please remove any BMC documentation from a public site not controlled
explicitly by BMC until BMC formally lifts this restriction.
-


On Mon, Apr 8, 2013 at 9:59 AM, Rajat Sharma  wrote:

> **
> Hi All,
>
> It will be really helpful if some one can share SRM Admin Guide with me.
>
> Thanks,
> Rajat
> _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
Patrick Zandi

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

Remedy ITSM 7.6.04 - field ID 260000001

[Sanford, Claire]

I get this error message all day long in my javaplugin log file.It turns 
out that someone at BMC (developer?) reused field ID 26001.

On 22 forms it is a date/time field.  On 1 form it is an Integer.  On 12 it is 
a Selection field (Notification Method or Approval Status).  On the majority of 
the forms (501) it is part of the region/site group/site (building) trio.

2013-04-08 09:05:08,011 WARN  [pool-4-thread-5] 
com.bmc.itsm.conquery.ardbc.conquery.helpers.Helper (Helper.java:280) - Data 
type mismatch.

Vendor field: 26001 is of data type: 4 while application field:26001 on 
form:MAINWORKORDER is of data type: [0]. Null value will be returned in vendor 
field:26001


Has anyone fixed this on their own?  Any repercussions?


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

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







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

Re: ARS 7.6.04 SP2 On RHEL 5.3 Error: GetServerInfo Failed to get initialization values. (ARERR 8762)

[Yogesh Ketkar]

I had faced something similar in the past. Please edit ar.conf file and put
ONLY ar-server-name everywhere if FQDN is used.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Brandt
Sent: Monday, April 08, 2013 3:35 PM
To: arslist@ARSLIST.ORG
Subject: ARS 7.6.04 SP2 On RHEL 5.3 Error: GetServerInfo Failed to get
initialization values. (ARERR 8762)

 

** 

I just edited /etc/arsystem/myars/armonitor.conf file and un-commented

/opt/bmc/ARSystem/bin/arservdsd line to enable DSO.

 

But after that I have been getting following error when trying to access
ServerInformation Forms from Midtier

 

GetServerInfo Failed to get initialization values. (ARERR 8762)  

Cannot establish a network connection to the AR System server : myars : RPC:
Name to address translation failed - No such hostname (ARERR 90)

 

I am pretty sure that is only change I did and before that everything was
working fine.

Any ideas?

 

~ Nathan

_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"

Re: SRM Admin Guide Required

[David Easter]

With the introduction of the Wiki based documentation, there really aren't any 
"guides" anymore.  But if you're on an older version, e.g. 7.6.04, you can get 
the SRM Admin Guide here:
 
BMC Service Request Management 7.6.04 Administration Guide   28-Jan-2011  PDF 
 
If you're on a later version, you can look for your information by searching 
through the online documentation.   For example, the 8.1.00 SRM documentation 
can be found here:
 
  Online documentation for BMC Service Request Management 8.1 and its service 
packs and patches  HTM 
 
Thanks,
 
-David J. Easter
  


 From: Rajat Sharma 
To: arslist@ARSLIST.ORG 
Sent: Monday, April 8, 2013 6:59 AM
Subject: SRM Admin Guide Required
   
** 
Hi All, 

It will be really helpful if some one can share SRM Admin Guide with me. 

Thanks, 
Rajat
_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"

Re: Approval Central Write Access Error

[Hutcheson, Heather]

My understanding was an approver for a service request only needed a read 
license? I am using 7.6.04 SP 4.

Thank you,
Heather Hutcheson

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ashish Pandey
Sent: Saturday, April 06, 2013 9:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: Approval Central Write Access Error

**
Please check the submitter mode in your system.
Also, are you using ARS 7604 SP1 or ARS 7604 SP2 ?
I had come through the similar issue in my environment, which was resolved by 
upgrading ARS 7604 SP1 to ARS 7604 SP2.


Thanks,
Ashish Pandey

On Sat, Apr 6, 2013 at 7:27 PM, Karthik 
mailto:karthik...@gmail.com>> wrote:
**
is the submitter mode in your system locked? if its is locked, you should not 
get this error. if its changeable, The user would need floating/fixed license

- Karthik

On 6 April 2013 18:21, kunal das 
mailto:kunalda...@gmail.com>> wrote:
**
Heather - This is a License error.. Check if you have enough licenses for your 
users.

Try removing and adding the fixed/floating licenses to this user and see if you 
get error.

Hope this helps.

Regards, Kunal

On Sat, Apr 6, 2013 at 4:22 AM, Hutcheson, Heather 
mailto:heather.hutche...@ga.com>> wrote:
**
Good afternoon,

We are using 7.6.04 and the managers are receiving the attached errors when 
they click on approve. Does anyone know how to resolve this issue?

Your guidance is much appreciated.


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

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



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

_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"

Test

[Frankfater, David]

Test

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

Re: SRM Admin Guide Required

[Lockwood, Teresa L]

I had to chuckle at "older version, e.g. 7.6.04".   Welcome back David!

~
Terri

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Easter
Sent: Monday, April 08, 2013 11:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: SRM Admin Guide Required

**
With the introduction of the Wiki based documentation, there really aren't any 
"guides" anymore.  But if you're on an older version, e.g. 7.6.04, you can get 
the SRM Admin Guide here:

BMC Service Request Management 7.6.04 Administration Guide

28-Jan-2011

PDF


If you're on a later version, you can look for your information by searching 
through the online documentation.   For example, the 8.1.00 SRM documentation 
can be found here:


Online documentation for BMC Service Request Management 8.1 and its service 
packs and patches

HTM


Thanks,

-David J. Easter

From: Rajat Sharma 
To: arslist@ARSLIST.ORG
Sent: Monday, April 8, 2013 6:59 AM
Subject: SRM Admin Guide Required
**
Hi All,

It will be really helpful if some one can share SRM Admin Guide with me.

Thanks,
Rajat
_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_
This email (including any attachments) may contain information that is private 
or business confidential. If you received this email in error, please delete it 
from your system without copying it and notify sender by reply email so that 
our records can be corrected.

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

Re: Approval Central Write Access Error

[Smerz, Christian]

That should be the case.  As has been recommended, check your submitter mode.

If the approval is an "individual" approval and the submitter mode is locked, 
then a read license is all that should be required.  However if the approval is 
a "group" approval and this individual is a member of the group with the 
appropriate functional role, then they will require a license.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hutcheson, Heather
Sent: Monday, April 08, 2013 10:24 AM
To: arslist@ARSLIST.ORG
Subject: Re: Approval Central Write Access Error

**
My understanding was an approver for a service request only needed a read 
license? I am using 7.6.04 SP 4.

Thank you,
Heather Hutcheson

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Ashish Pandey
Sent: Saturday, April 06, 2013 9:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: Approval Central Write Access Error

**
Please check the submitter mode in your system.
Also, are you using ARS 7604 SP1 or ARS 7604 SP2 ?
I had come through the similar issue in my environment, which was resolved by 
upgrading ARS 7604 SP1 to ARS 7604 SP2.

Thanks,
Ashish Pandey

On Sat, Apr 6, 2013 at 7:27 PM, Karthik 
mailto:karthik...@gmail.com>> wrote:
**
is the submitter mode in your system locked? if its is locked, you should not 
get this error. if its changeable, The user would need floating/fixed license

- Karthik

On 6 April 2013 18:21, kunal das 
mailto:kunalda...@gmail.com>> wrote:
**
Heather - This is a License error.. Check if you have enough licenses for your 
users.

Try removing and adding the fixed/floating licenses to this user and see if you 
get error.

Hope this helps.

Regards, Kunal

On Sat, Apr 6, 2013 at 4:22 AM, Hutcheson, Heather 
mailto:heather.hutche...@ga.com>> wrote:
**
Good afternoon,

We are using 7.6.04 and the managers are receiving the attached errors when 
they click on approve. Does anyone know how to resolve this issue?

Your guidance is much appreciated.



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

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



--
- Karthik
_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_



This message (including any attachments) is confidential and intended for a 
specific individual and purpose. If you are not the intended recipient, please 
notify the sender immediately and delete this message.

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

Re: ARS 7.6.04 SP2 On RHEL 5.3 Error: GetServerInfo Failed to get initialization values. (ARERR 8762)

[Nathan Brandt]

Strange, it worked. What I am wondering is, I only edited armonitor.conf
and didn't touch ar.conf file.
thanks.

~ Nathan


On Mon, Apr 8, 2013 at 8:03 PM, Yogesh Ketkar wrote:

> **
>
> I had faced something similar in the past. Please edit ar.conf file and
> put ONLY ar-server-name everywhere if FQDN is used.
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Nathan Brandt
> *Sent:* Monday, April 08, 2013 3:35 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* ARS 7.6.04 SP2 On RHEL 5.3 Error: GetServerInfo Failed to get
> initialization values. (ARERR 8762)
>
> ** **
>
> ** 
>
> I just edited /etc/arsystem/myars/armonitor.conf file and un-commented
>
> /opt/bmc/ARSystem/bin/arservdsd line to enable DSO.
>
> ** **
>
> But after that I have been getting following error when trying to access
> ServerInformation Forms from Midtier
>
> ** **
>
> GetServerInfo Failed to get initialization values. (ARERR 8762)  
>
> Cannot establish a network connection to the AR System server : myars :
> RPC: Name to address translation failed - No such hostname (ARERR 90)
>
> ** **
>
> I am pretty sure that is only change I did and before that everything was
> working fine.
>
> Any ideas?
>
> ** **
>
> ~ Nathan
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
> _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"

Write permissions errors with read (floating) license

[Joe Castleman]

All,

Wondering if anyone has dealt with this.  This occcurs after we switched
from a 7.1 server to another server running 8.0, patch002 over the weekend.

We have 25 floating licenses, and 39 people logged in.  Nothing unusual
about that, though.  (Same number of licenses on the old and new servers.)
 But today I keep hearing from the 14 people (at a given time) with read
access: when they try to open a form, they get Error 331 regarding write
access to certain fields.  However, they're not trying to write anything,
just open the form (and even if they were, they have necessary permissions
and at least some of the fields allow any user to submit.

I've tried flushing the Mid Tier cache, although we still have people using
the 7.1 User Tool and they get it, too.

Haven't yet tried arreload as I wasn't sure that would help (or conversely,
bump everyone else out).

ARS 8.0 patch 002
No apps; custom only
Mid Tier 7.6 (thought this might be an issue but, again, not everyone's on
Mid Tier)
Windows Server 2008

Thank you,

Joe Castleman

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

Re: Write permissions errors with read (floating) license

[Warren R. Baltimore II]

Joe,

Are you sure that when they open a form, it's not updating a record
somewhere?  Perhaps some type of audit log?

On Mon, Apr 8, 2013 at 12:06 PM, Joe Castleman wrote:

> **
> All,
>
> Wondering if anyone has dealt with this.  This occcurs after we switched
> from a 7.1 server to another server running 8.0, patch002 over the weekend.
>
> We have 25 floating licenses, and 39 people logged in.  Nothing unusual
> about that, though.  (Same number of licenses on the old and new servers.)
>  But today I keep hearing from the 14 people (at a given time) with read
> access: when they try to open a form, they get Error 331 regarding write
> access to certain fields.  However, they're not trying to write anything,
> just open the form (and even if they were, they have necessary permissions
> and at least some of the fields allow any user to submit.
>
> I've tried flushing the Mid Tier cache, although we still have people
> using the 7.1 User Tool and they get it, too.
>
> Haven't yet tried arreload as I wasn't sure that would help (or
> conversely, bump everyone else out).
>
> ARS 8.0 patch 002
> No apps; custom only
> Mid Tier 7.6 (thought this might be an issue but, again, not everyone's on
> Mid Tier)
> Windows Server 2008
>
> Thank you,
>
> Joe Castleman
> _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
Warren R. Baltimore II
Remedy Developer
410-533-5367

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

Re: Write permissions errors with read (floating) license

[Joe Castleman]

I've been looking for something like that, but if that's the case, not sure why 
it started today.  We have the same forms, workflow etc. on both old and new 
servers, and exceeding the number of float licenses isn't unusual.  Thanks...

Joe

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

Re: Write permissions errors with read (floating) license

[Joe Castleman]

More info:

I created a test account with a floating license and the same permissions as 
the other users. It behaves as it should, as one would expect - it tells me 
upon logging in that there are no float tokens available, and then it lets me 
continue in read-only mode with no errors.

One of these users also got the message about not being allowed to log in from 
two machines at once. But in fact, he was only logged in once.

I'm currently working with BMC on this.

Joe

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

Re: Write permissions errors with read (floating) license

[Jason Miller]

If I remember correctly you will obtain a license also when you view data.
 So if there is a Set Fields or table refreshing from a Regular from the
user will obtain a write license just by grabbing data.

Somebody please correct me if my understanding is incorrect.

Jason


On Mon, Apr 8, 2013 at 9:09 AM, Warren R. Baltimore II <
warrenbaltim...@gmail.com> wrote:

> **
> Joe,
>
> Are you sure that when they open a form, it's not updating a record
> somewhere?  Perhaps some type of audit log?
>
> On Mon, Apr 8, 2013 at 12:06 PM, Joe Castleman wrote:
>
>> **
>> All,
>>
>> Wondering if anyone has dealt with this.  This occcurs after we switched
>> from a 7.1 server to another server running 8.0, patch002 over the weekend.
>>
>> We have 25 floating licenses, and 39 people logged in.  Nothing unusual
>> about that, though.  (Same number of licenses on the old and new servers.)
>>  But today I keep hearing from the 14 people (at a given time) with read
>> access: when they try to open a form, they get Error 331 regarding write
>> access to certain fields.  However, they're not trying to write anything,
>> just open the form (and even if they were, they have necessary permissions
>> and at least some of the fields allow any user to submit.
>>
>> I've tried flushing the Mid Tier cache, although we still have people
>> using the 7.1 User Tool and they get it, too.
>>
>> Haven't yet tried arreload as I wasn't sure that would help (or
>> conversely, bump everyone else out).
>>
>> ARS 8.0 patch 002
>> No apps; custom only
>> Mid Tier 7.6 (thought this might be an issue but, again, not everyone's
>> on Mid Tier)
>> Windows Server 2008
>>
>> Thank you,
>>
>> Joe Castleman
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>
>
> --
> Warren R. Baltimore II
> Remedy Developer
> 410-533-5367 _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"

Re: Test

[Jason Miller]

Test successful!


On Mon, Apr 8, 2013 at 8:28 AM, Frankfater, David
wrote:

> **
>
> ** **
>
> Test 
> _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"

Re: Test

[laurent matheo]

**
Just to be sure, you should activate API+SQL logs server side, and All logs on "FINE" level on mid-tier and see if you can see "Test" in the header.On 08 Apr, 2013,at 05:38 PM, Jason Miller  wrote:**
Test successful!On Mon, Apr 8, 2013 at 8:28 AM, Frankfater, David  wrote:
**
 Test 
_ARSlist: "Where the Answers Are" and have been for 20 years_

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

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

Re: Test

[Jason Miller]

And don't forget to flush.  The Mid Tier cache that is.

[image: Inline image 1]


On Mon, Apr 8, 2013 at 9:54 AM, laurent matheo  wrote:

> **
> Just to be sure, you should activate API+SQL logs server side, and All
> logs on "FINE" level on mid-tier and see if you can see "Test" in the
> header.
>
> On 08 Apr, 2013,at 05:38 PM, Jason Miller  wrote:
>
> **
> Test successful!
>
>
> On Mon, Apr 8, 2013 at 8:28 AM, Frankfater, David <
> dfrankfa...@columnit.com> wrote:
>
>> **
>>
>> ** **
>>
>> Test 
>> _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_
>

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

Re: SRM Admin Guide Required

[Ben Chernys]

It doesn't look like much has changed David (other than the email signature
and the email address) J

Cheers

Ben

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Easter
Sent: April-08-13 17:06
To: arslist@ARSLIST.ORG
Subject: Re: SRM Admin Guide Required

 

** 

With the introduction of the Wiki based documentation, there really aren't
any "guides" anymore.  But if you're on an older version, e.g. 7.6.04, you
can get the SRM Admin Guide here:

 


BMC Service Request Management 7.6.04 Administration Guide 

28-Jan-2011

  PDF

 

If you're on a later version, you can look for your information by searching
through the online documentation.   For example, the 8.1.00 SRM
documentation can be found here:

 


Online documentation for BMC Service Request Management 8.1 and its service
packs and patches

  HTM

 

Thanks,

 

-David J. Easter

  

From: Rajat Sharma 
To: arslist@ARSLIST.ORG 
Sent: Monday, April 8, 2013 6:59 AM
Subject: SRM Admin Guide Required

** 

Hi All,

 

It will be really helpful if some one can share SRM Admin Guide with me.

 

Thanks,

Rajat

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

_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"


smime.p7s
Description: S/MIME cryptographic signature

Atrium CMDB: Attribute Security per Group/Role

[Francois Seegers]

Hi All,

Is there a way to only allow certain roles/groups to update certain attributes 
in the CMDB and AST:Attributes table?  I understand there are the following 
class and attributes to define row level security (read & write) but how can 
one accomplish this per attribute?

character

CMDBRowLevelSecurity
Attribute that specifies a list of permission groups that have read-only access 
to the instance data.

character

CMDBWriteSecurity
Attribute that specifies a list of permission groups that have read/write 
access to the instance data.


BMC.CORE.CONFIG:BMC_DefaultAccountPermissions

Data type

Name and description

character

AccountName
Attribute that specifies the name of the account to which the instance belongs. 
his attribute has no effect on default permissions.

character

ASSIGNRowLevelSecurity
Attribute that specifies the list of permission groups and roles that have 
read-only access to the instances specified by the MATCH attributes.

character

ASSIGNWriteSecurity
Attribute that specifies the list of permission groups and roles that have 
read/write access to the instances specified by the MATCH attributes.

character

MATCHAccountID
Attribute that specifies an account ID. When this account ID is matched in a CI 
instance or a relationship instance and when the class IDs also match, then 
groups in the ASSIGN attributes receive permission to the instance. To match 
all account IDs, specify the value "default".

character

MATCHAppliedToClassId
Attribute that specifies a Class ID that, when matched in a configuration item 
(CI) or relationship instance and when account ID is also matched, causes the 
groups in the ASSIGN attributes to receive permissions on the CI. To match all 
class IDs, enter "default."


Hope my question make sense...

Thanks
Francois Seegers
Email: franco...@blueturtle.co.za | Mobile: 
+27 (0)82 729 5273
Blue Turtle Technologies

[http://www.blueturtle.co.za/images/blue-turtle02.gif]




Blue Turtle Technologies (Pty) Limited | Reg. no.: 2003/002610/07 | 
http://www.blueturtle.co.za
Gauteng : Tel: +27 (0)11 206 5600 | Fax: +27 (0)86 208 0237 | Midridge Office 
Estate, International Business Gateway, cnr New Road & Sixth Street, Midrand, 
1685 | P O Box 31331, Kyalami, 1684
Western Cape: Tel: +27 (0)87 721 1874 | Fax: +27 (0)21 552 7764 | Unit E6, 
Century Square, Heron Crescent, Century City, Cape Town, 7446

DISCLAIMER: This email and any files transmitted with it are confidential and 
are intended solely for the use of the individual or entity to whom they are 
addressed. This communication represents the originator's personal views and 
opinions, which do not necessarily reflect those of Blue Turtle Technologies 
(Pty) Ltd. If you are not the original recipient or the person responsible for 
delivering the email to the intended recipient, be advised that you have 
received this email in error, and that any use, dissemination, forwarding, 
printing, or copying of this email is strictly prohibited. If you received this 
email in error, please immediately notify the sender. Thank you.

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

Setting the Customer*+ on Incidents through a web service

[Pierson, Shawn]

Good afternoon,

Perhaps this is just a limitation in my own thinking, but I have a few 
integrations using the HPD:IncidentInterface_Create form.  Since the company is 
growing, we are running into issues where we have people with the same name but 
are different people under different operating companies, but the way the web 
service works it picks the first People record with a matching name.  I have 
the user's email address and could probably obtain other information if 
necessary to make the name unique, but in looking at the BMC Remedy IT Service 
Management Integrations guide, I don't see where I can actually pass any of 
those fields.  Based on the documentation, it looks like the only things you 
can match on are the Last_Name and First_Name, and then return the first result.

How do those of you leveraging the web services or email templates get around 
this limitation, or is the documentation incorrect?  I am on 7.6.4 but this 
issue has been around since before the upgrade.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

Private and confidential as detailed here: 
http://www.energytransfer.com/mail_disclaimer.aspx .  If you cannot access the 
link, please e-mail sender.

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

Re: Atrium CMDB: Attribute Security per Group/Role

[Francois Seegers]

Is the Class Manager the only place to do the per attribute level access?

From: Francois Seegers
Sent: Monday, April 08, 2013 8:34 PM
To: arslist@ARSLIST.ORG
Subject: Atrium CMDB: Attribute Security per Group/Role

Hi All,

Is there a way to only allow certain roles/groups to update certain attributes 
in the CMDB and AST:Attributes table?  I understand there are the following 
class and attributes to define row level security (read & write) but how can 
one accomplish this per attribute?

character

CMDBRowLevelSecurity
Attribute that specifies a list of permission groups that have read-only access 
to the instance data.

character

CMDBWriteSecurity
Attribute that specifies a list of permission groups that have read/write 
access to the instance data.


BMC.CORE.CONFIG:BMC_DefaultAccountPermissions

Data type

Name and description

character

AccountName
Attribute that specifies the name of the account to which the instance belongs. 
his attribute has no effect on default permissions.

character

ASSIGNRowLevelSecurity
Attribute that specifies the list of permission groups and roles that have 
read-only access to the instances specified by the MATCH attributes.

character

ASSIGNWriteSecurity
Attribute that specifies the list of permission groups and roles that have 
read/write access to the instances specified by the MATCH attributes.

character

MATCHAccountID
Attribute that specifies an account ID. When this account ID is matched in a CI 
instance or a relationship instance and when the class IDs also match, then 
groups in the ASSIGN attributes receive permission to the instance. To match 
all account IDs, specify the value "default".

character

MATCHAppliedToClassId
Attribute that specifies a Class ID that, when matched in a configuration item 
(CI) or relationship instance and when account ID is also matched, causes the 
groups in the ASSIGN attributes to receive permissions on the CI. To match all 
class IDs, enter "default."


Hope my question make sense...

Thanks
Francois Seegers
Email: franco...@blueturtle.co.za | Mobile: 
+27 (0)82 729 5273
Blue Turtle Technologies

[http://www.blueturtle.co.za/images/blue-turtle02.gif]




Blue Turtle Technologies (Pty) Limited | Reg. no.: 2003/002610/07 | 
http://www.blueturtle.co.za
Gauteng : Tel: +27 (0)11 206 5600 | Fax: +27 (0)86 208 0237 | Midridge Office 
Estate, International Business Gateway, cnr New Road & Sixth Street, Midrand, 
1685 | P O Box 31331, Kyalami, 1684
Western Cape: Tel: +27 (0)87 721 1874 | Fax: +27 (0)21 552 7764 | Unit E6, 
Century Square, Heron Crescent, Century City, Cape Town, 7446

DISCLAIMER: This email and any files transmitted with it are confidential and 
are intended solely for the use of the individual or entity to whom they are 
addressed. This communication represents the originator's personal views and 
opinions, which do not necessarily reflect those of Blue Turtle Technologies 
(Pty) Ltd. If you are not the original recipient or the person responsible for 
delivering the email to the intended recipient, be advised that you have 
received this email in error, and that any use, dissemination, forwarding, 
printing, or copying of this email is strictly prohibited. If you received this 
email in error, please immediately notify the sender. Thank you.

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

Re: Write permissions errors with read (floating) license

[Misi Mladoniczky]

Hi,

The FLOAT-WRITE is grabbed as soon as the user performs any activity.

The FLOAT-READ-WARNING is not displayed until the user tries to save something
requiring a FLOAT-WRITE. And it is only displayed the first time this happens.

If you get message as soon as you login, I bet that you have some code that
actually performs a write, such as a Push-Fields.

BMC has "fixed bugs" in the license allocation, and this might cause license
usage to increase. I think the major thing happened in 7.6, but I am not
sure...

Turn on your user log, and check your license usage. Is it correct?

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

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

> All,
>
> Wondering if anyone has dealt with this.  This occcurs after we switched
> from a 7.1 server to another server running 8.0, patch002 over the weekend.
>
> We have 25 floating licenses, and 39 people logged in.  Nothing unusual
> about that, though.  (Same number of licenses on the old and new servers.)
>  But today I keep hearing from the 14 people (at a given time) with read
> access: when they try to open a form, they get Error 331 regarding write
> access to certain fields.  However, they're not trying to write anything,
> just open the form (and even if they were, they have necessary permissions
> and at least some of the fields allow any user to submit.
>
> I've tried flushing the Mid Tier cache, although we still have people using
> the 7.1 User Tool and they get it, too.
>
> Haven't yet tried arreload as I wasn't sure that would help (or conversely,
> bump everyone else out).
>
> ARS 8.0 patch 002
> No apps; custom only
> Mid Tier 7.6 (thought this might be an issue but, again, not everyone's on
> Mid Tier)
> Windows Server 2008
>
> Thank you,
>
> Joe Castleman
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
>

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

Re: Setting the Customer*+ on Incidents through a web service

[Jason]

There's no data configuration for it. Requires adding the Internet E-mail field 
to the web service input mapping and then updating the filter on the Interface 
Create form to use it when retrieving the customer information.
 
 
 
Jason Bess 


 From: "Pierson, Shawn" 
To: arslist@ARSLIST.ORG 
Sent: Monday, April 8, 2013 2:34 PM
Subject: Setting the Customer*+ on Incidents through a web service
  

**  
Good afternoon, 
  
Perhaps this is just a limitation in my own thinking, but I have a few 
integrations using the HPD:IncidentInterface_Create form.  Since the company is 
growing, we are running into issues where we have people with the same name but 
are different people under different operating companies, but the way the web 
service works it picks the first People record with a matching name.  I have 
the user’s email address and could probably obtain other information if 
necessary to make the name unique, but in looking at the BMC Remedy IT Service 
Management Integrations guide, I don’t see where I can actually pass any of 
those fields.  Based on the documentation, it looks like the only things you 
can match on are the Last_Name and First_Name, and then return the first 
result. 
  
How do those of you leveraging the web services or email templates get around 
this limitation, or is the documentation incorrect?  I am on 7.6.4 but this 
issue has been around since before the upgrade. 
  
Thanks, 
  
Shawn Pierson  
Remedy Developer | Energy Transfer 
Private and confidential as detailed here.  If you cannot access hyperlink, 
please e-mail sender. 
_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"

Re: Setting the Customer*+ on Incidents through a web service

[Pierson, Shawn]

That’s what I thought, thanks.  I will probably take a more robust look at that 
and add in the ability to search by username while I’m at it since that is also 
a unique value.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason
Sent: Monday, April 08, 2013 2:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Setting the Customer*+ on Incidents through a web service

**
There's no data configuration for it. Requires adding the Internet E-mail field 
to the web service input mapping and then updating the filter on the Interface 
Create form to use it when retrieving the customer information.



Jason Bess
From: "Pierson, Shawn" mailto:shawn.pier...@sug.com>>
To: arslist@ARSLIST.ORG
Sent: Monday, April 8, 2013 2:34 PM
Subject: Setting the Customer*+ on Incidents through a web service

**
Good afternoon,

Perhaps this is just a limitation in my own thinking, but I have a few 
integrations using the HPD:IncidentInterface_Create form.  Since the company is 
growing, we are running into issues where we have people with the same name but 
are different people under different operating companies, but the way the web 
service works it picks the first People record with a matching name.  I have 
the user’s email address and could probably obtain other information if 
necessary to make the name unique, but in looking at the BMC Remedy IT Service 
Management Integrations guide, I don’t see where I can actually pass any of 
those fields.  Based on the documentation, it looks like the only things you 
can match on are the Last_Name and First_Name, and then return the first result.

How do those of you leveraging the web services or email templates get around 
this limitation, or is the documentation incorrect?  I am on 7.6.4 but this 
issue has been around since before the upgrade.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer
Private and confidential as detailed 
here. If you cannot access 
hyperlink, please e-mail sender.
_ARSlist: "Where the Answers Are" and have been for 20 years_

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

Private and confidential as detailed here: 
http://www.energytransfer.com/mail_disclaimer.aspx .  If you cannot access the 
link, please e-mail sender.

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

Re: Write permissions errors with read (floating) license

[Joe Castleman]

Yes, among other things we are fetching the ordinal date and populating the 
home page.  There are push fields on window open actions from the Home Page, 
though certainly not to all of the fields for which it is giving us errors.

I did notice a discrepancy between the legacy server and the new server, old 
server had submitter mode = locked and the new one had submitter mode = 
changeable.  When I have a chance to reboot I'll change it to locked, at least 
for consistency's sake.  But I'm not sure whether it would make a difference in 
this case?

Interesting note about the license allocation circa 7.6, because even when 
people don't get ARERR 331, they are acting like the float-read-warning is 
totally unfamiliar to them.  But we have the same number of floating licenses, 
and users, that we always did.

If I can get my mind "unwrapped around the wheel" I'll take a look through the 
user log file.

Thanks,

Joe

On Mon, 8 Apr 2013 21:07:24 +0200, Misi Mladoniczky  wrote:

>Hi,
>
>The FLOAT-WRITE is grabbed as soon as the user performs any activity.
>
>The FLOAT-READ-WARNING is not displayed until the user tries to save something
>requiring a FLOAT-WRITE. And it is only displayed the first time this happens.
>
>If you get message as soon as you login, I bet that you have some code that
>actually performs a write, such as a Push-Fields.
>
>BMC has "fixed bugs" in the license allocation, and this might cause license
>usage to increase. I think the major thing happened in 7.6, but I am not
>sure...
>
>Turn on your user log, and check your license usage. Is it correct?
>
>Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)
>
>Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12):
>* RRR|License - Not enough Remedy licenses? Save money by optimizing.
>* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
>Find these products, and many free tools and utilities, at http://rrr.se.

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

Re: Setting the Customer*+ on Incidents through a web service

[Joe D'Souza]

I haven't used that particular web service designed for that form, but I'm
familiar with that form and the web service, so that's the way I would go
too. Or use the login name which is a guaranteed piece of unique information
on CTM:People. If you notice, there is no unique index on the email address,
so there is no guarantee that email addresses will continue to be unique,
even if right now they are. I have seen small to even organizations where a
group of people share the same email address if they are customer facing,
e.g. supp...@organization.com and do not have a specific individual email
address.

 

If that might be a potential case in your case, I would stick more with the
Remedy Login ID, which although it doesn't have a Unique Index defined on
CTM:People or the User form, there are filter checks to prevent the creation
of a duplicate Remedy Login ID. There is no such workflow for email
addresses.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Monday, April 08, 2013 3:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Setting the Customer*+ on Incidents through a web service

 

That's what I thought, thanks.  I will probably take a more robust look at
that and add in the ability to search by username while I'm at it since that
is also a unique value.

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Energy Transfer

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason
Sent: Monday, April 08, 2013 2:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Setting the Customer*+ on Incidents through a web service

 

** 

There's no data configuration for it. Requires adding the Internet E-mail
field to the web service input mapping and then updating the filter on the
Interface Create form to use it when retrieving the customer information.

 

 

 

Jason Bess

From: "Pierson, Shawn" 
To: arslist@ARSLIST.ORG 
Sent: Monday, April 8, 2013 2:34 PM
Subject: Setting the Customer*+ on Incidents through a web service

 

** 

Good afternoon,

 

Perhaps this is just a limitation in my own thinking, but I have a few
integrations using the HPD:IncidentInterface_Create form.  Since the company
is growing, we are running into issues where we have people with the same
name but are different people under different operating companies, but the
way the web service works it picks the first People record with a matching
name.  I have the user's email address and could probably obtain other
information if necessary to make the name unique, but in looking at the BMC
Remedy IT Service Management Integrations guide, I don't see where I can
actually pass any of those fields.  Based on the documentation, it looks
like the only things you can match on are the Last_Name and First_Name, and
then return the first result.

 

How do those of you leveraging the web services or email templates get
around this limitation, or is the documentation incorrect?  I am on 7.6.4
but this issue has been around since before the upgrade.

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Energy Transfer

Private and confidential as detailed here
 . If you cannot access
hyperlink, please e-mail sender. 

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

 

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

Private and confidential as detailed here
 . If you cannot access
hyperlink, please e-mail sender. 

_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"

Re: Write permissions errors with read (floating) license

[Misi Mladoniczky]

Hi,

There are tools that handle the user log quite well ;-)

The submitter-mode locked could definitely be an issue. If you are trying to
update a records, where the the users login name is in the Submitter-field, he
would get an error unless it is set. I don't know if the error is
field-by-field though... But I guess it will void any situation where you use
permission settings to allow Submitter to change a field.

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

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

> Yes, among other things we are fetching the ordinal date and populating the
> home page.  There are push fields on window open actions from the Home Page,
> though certainly not to all of the fields for which it is giving us errors.
>
> I did notice a discrepancy between the legacy server and the new server, old
> server had submitter mode = locked and the new one had submitter mode =
> changeable.  When I have a chance to reboot I'll change it to locked, at least
> for consistency's sake.  But I'm not sure whether it would make a difference
> in this case?
>
> Interesting note about the license allocation circa 7.6, because even when
> people don't get ARERR 331, they are acting like the float-read-warning is
> totally unfamiliar to them.  But we have the same number of floating licenses,
> and users, that we always did.
>
> If I can get my mind "unwrapped around the wheel" I'll take a look through the
> user log file.
>
> Thanks,
>
> Joe
>
> On Mon, 8 Apr 2013 21:07:24 +0200, Misi Mladoniczky  wrote:
>
>>Hi,
>>
>>The FLOAT-WRITE is grabbed as soon as the user performs any activity.
>>
>>The FLOAT-READ-WARNING is not displayed until the user tries to save
>> something
>>requiring a FLOAT-WRITE. And it is only displayed the first time this
>> happens.
>>
>>If you get message as soon as you login, I bet that you have some code that
>>actually performs a write, such as a Push-Fields.
>>
>>BMC has "fixed bugs" in the license allocation, and this might cause license
>>usage to increase. I think the major thing happened in 7.6, but I am not
>>sure...
>>
>>Turn on your user log, and check your license usage. Is it correct?
>>
>>Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)
>>
>>Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12):
>>* RRR|License - Not enough Remedy licenses? Save money by optimizing.
>>* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
>>Find these products, and many free tools and utilities, at http://rrr.se.
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
>

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

Re: [EXTERNAL] Re: Setting the Customer*+ on Incidents through a web service

[Stroud, Natalie K]

Shawn:

I notice that no one is mentioning the Corporate ID field, which can very 
definitely uniquely identify customers with the same name and do cool things 
like help you turn up tickets for a given person after they've had a name 
and/or email address and/or login id change.  Is your ITSM installation making 
use of that field so that it might provide some value here?  (I'm assuming here 
that you'd probably have to modify the HPD:IncidentInterface_Create form to 
make use of it.)

Natalie Stroud
SAIC @ Sandia National Laboratories
ARS-ITSM Reporting Specialist
Albuquerque, NM USA
nkst...@sandia.gov
ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Monday, April 08, 2013 2:29 PM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Re: Setting the Customer*+ on Incidents through a web 
service

**

I haven't used that particular web service designed for that form, but I'm 
familiar with that form and the web service, so that's the way I would go too. 
Or use the login name which is a guaranteed piece of unique information on 
CTM:People. If you notice, there is no unique index on the email address, so 
there is no guarantee that email addresses will continue to be unique, even if 
right now they are. I have seen small to even organizations where a group of 
people share the same email address if they are customer facing, e.g. 
supp...@organization.com and do not have a 
specific individual email address.



If that might be a potential case in your case, I would stick more with the 
Remedy Login ID, which although it doesn't have a Unique Index defined on 
CTM:People or the User form, there are filter checks to prevent the creation of 
a duplicate Remedy Login ID. There is no such workflow for email addresses.



Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Monday, April 08, 2013 3:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Setting the Customer*+ on Incidents through a web service

That's what I thought, thanks.  I will probably take a more robust look at that 
and add in the ability to search by username while I'm at it since that is also 
a unique value.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason
Sent: Monday, April 08, 2013 2:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Setting the Customer*+ on Incidents through a web service

**
There's no data configuration for it. Requires adding the Internet E-mail field 
to the web service input mapping and then updating the filter on the Interface 
Create form to use it when retrieving the customer information.



Jason Bess
From: "Pierson, Shawn" mailto:shawn.pier...@sug.com>>
To: arslist@ARSLIST.ORG
Sent: Monday, April 8, 2013 2:34 PM
Subject: Setting the Customer*+ on Incidents through a web service

**
Good afternoon,

Perhaps this is just a limitation in my own thinking, but I have a few 
integrations using the HPD:IncidentInterface_Create form.  Since the company is 
growing, we are running into issues where we have people with the same name but 
are different people under different operating companies, but the way the web 
service works it picks the first People record with a matching name.  I have 
the user's email address and could probably obtain other information if 
necessary to make the name unique, but in looking at the BMC Remedy IT Service 
Management Integrations guide, I don't see where I can actually pass any of 
those fields.  Based on the documentation, it looks like the only things you 
can match on are the Last_Name and First_Name, and then return the first result.

How do those of you leveraging the web services or email templates get around 
this limitation, or is the documentation incorrect?  I am on 7.6.4 but this 
issue has been around since before the upgrade.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer
Private and confidential as detailed 
here. If you cannot access 
hyperlink, please e-mail sender.
_ARSlist: "Where the Answers Are" and have been for 20 years_

_ARSlist: "Where the Answers Are" and have been for 20 years_
Private and confidential as detailed 
here. If you cannot access 
hyperlink, please e-mail sender.
_ARSlist: "Where the Answers Are" and have been for 20 years_ _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"

Re: Write permissions errors with read (floating) license

[David Easter]

Your submitter mode is probably the culprit.  
 The Submitter Mode options are:
* Locked — Enables users who have their name in the Submitter field to 
modify requests without a write license. This does not apply to users with a 
Restricted Read license who cannot modify requests under any circumstances. In 
the locked submitter mode, after the entry is submitted, the value in the 
Submitter field cannot be changed.
* Changeable — Requires users to have a write license to change any 
record, including requests for which they are the submitter.
https://docs.bmc.com/docs/display/public/ars81/Enabling+submitters+to+modify+requests
 
If you have it set to Changeable, then users without a write licenses cannot 
modify records - even their own.
 
Thanks,
 
-David J. Easter
  


 From: Joe Castleman 
To: arslist@ARSLIST.ORG 
Sent: Monday, April 8, 2013 1:16 PM
Subject: Re: Write permissions errors with read (floating) license
  
Yes, among other things we are fetching the ordinal date and populating the 
home page.  There are push fields on window open actions from the Home Page, 
though certainly not to all of the fields for which it is giving us errors.

I did notice a discrepancy between the legacy server and the new server, old 
server had submitter mode = locked and the new one had submitter mode = 
changeable.  When I have a chance to reboot I'll change it to locked, at least 
for consistency's sake.  But I'm not sure whether it would make a difference in 
this case?

Interesting note about the license allocation circa 7.6, because even when 
people don't get ARERR 331, they are acting like the float-read-warning is 
totally unfamiliar to them.  But we have the same number of floating licenses, 
and users, that we always did.

If I can get my mind "unwrapped around the wheel" I'll take a look through the 
user log file.

Thanks,

Joe

On Mon, 8 Apr 2013 21:07:24 +0200, Misi Mladoniczky  wrote:

>Hi,
>
>The FLOAT-WRITE is grabbed as soon as the user performs any activity.
>
>The FLOAT-READ-WARNING is not displayed until the user tries to save something
>requiring a FLOAT-WRITE. And it is only displayed the first time this happens.
>
>If you get message as soon as you login, I bet that you have some code that
>actually performs a write, such as a Push-Fields.
>
>BMC has "fixed bugs" in the license allocation, and this might cause license
>usage to increase. I think the major thing happened in 7.6, but I am not
>sure...
>
>Turn on your user log, and check your license usage. Is it correct?
>
>        Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)
>
>Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12):
>* RRR|License - Not enough Remedy licenses? Save money by optimizing.
>* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
>Find these products, and many free tools and utilities, at http://rrr.se.

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

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

Re: Setting the Customer*+ on Incidents through a web service

[Pierson, Shawn]

The specific integration that the email would be used for is originating from 
within one of our own company, but we have grown so quickly that we do have a 
lot of data issues right now.  We even have duplicate login names (across 
domains with trusts) that have wreaked havoc on some of our systems, including 
Remedy where I previously had no requirement to facilitate multiple domains and 
was assured that login names would be unique even amongst the different domains 
(and one day, when they finish manually changing each duplicate they will be.)  
For the user that I am dealing with this on today, there are four people with 
the exact same name.

I leverage an Active Directory integration via vendor forms with LDAP, and I 
have several vendor forms pulling different data from each domain since there 
is no standard format yet and dumping that data into a common processing form 
that does some data cleanup and validation then creates the CTM:People record.  
For a People record to be created, I require a First Name, Last Name, Email 
Address, Login Name, and either a Company or a Manager listed in Active 
Directory (who has a valid Company associated with them.)  I match to the 
CTM:People record based on Login Name for the purpose of updates.  The Remedy 
Login Name field is basically their AD login name with their domain included so 
I can guarantee some level uniqueness there.  There are certainly potential 
holes in this process, but I have validations in place to try to mitigate those 
and either not create or update the CTM:People record if they fail certain 
conditions.  Also, a lot of this should be addressed by the domain and HR 
application consolidation that we're going through.

Anyway, thanks for your input.  We use that form for web services and an email 
integration so it's becoming more critical than it used to be for us.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Monday, April 08, 2013 3:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Setting the Customer*+ on Incidents through a web service

**

I haven't used that particular web service designed for that form, but I'm 
familiar with that form and the web service, so that's the way I would go too. 
Or use the login name which is a guaranteed piece of unique information on 
CTM:People. If you notice, there is no unique index on the email address, so 
there is no guarantee that email addresses will continue to be unique, even if 
right now they are. I have seen small to even organizations where a group of 
people share the same email address if they are customer facing, e.g. 
supp...@organization.com and do not have a 
specific individual email address.



If that might be a potential case in your case, I would stick more with the 
Remedy Login ID, which although it doesn't have a Unique Index defined on 
CTM:People or the User form, there are filter checks to prevent the creation of 
a duplicate Remedy Login ID. There is no such workflow for email addresses.



Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Monday, April 08, 2013 3:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Setting the Customer*+ on Incidents through a web service

That's what I thought, thanks.  I will probably take a more robust look at that 
and add in the ability to search by username while I'm at it since that is also 
a unique value.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason
Sent: Monday, April 08, 2013 2:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Setting the Customer*+ on Incidents through a web service

**
There's no data configuration for it. Requires adding the Internet E-mail field 
to the web service input mapping and then updating the filter on the Interface 
Create form to use it when retrieving the customer information.



Jason Bess
From: "Pierson, Shawn" mailto:shawn.pier...@sug.com>>
To: arslist@ARSLIST.ORG
Sent: Monday, April 8, 2013 2:34 PM
Subject: Setting the Customer*+ on Incidents through a web service

**
Good afternoon,

Perhaps this is just a limitation in my own thinking, but I have a few 
integrations using the HPD:IncidentInterface_Create form.  Since the company is 
growing, we are running into issues where we have people with the same name but 
are different people under different operating companies, but the way the web 
service works it picks the first People record with a matching name.  I have 
the user's email address and could probably obtain other information if 
necessary to make the name unique, but in looking at the BMC Remedy IT Service 
Management Integrations guide,

Re: Atrium CMDB: Attribute Security per Group/Role

[Arkadiusz Bryndza]

Hi,

CMDBRowLevelSecurity, CMDBWriteSecurity nad DefaultAccountPermissions can
be used only to set permission for whole record.
On the attributes level, Class Manager (and cmdbdriver) are available
(assuming you have defined set of permissions, not dynamic one).

If you have lots of attributes to customize then cmdbdriver seems to be a
tool worth looking at.
It can take a script as an input (command: ex).
So if you have a dataset (e.g. db table) with attributes and required
permissions you can generate such a script using
perl/sql/copy&paste/whatever you prefer.

Regards,
Ark


2013/4/8 Francois Seegers 

> **
>
> Is the Class Manager the only place to do the per attribute level access?
>
>
>
> *From:* Francois Seegers
> *Sent:* Monday, April 08, 2013 8:34 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Atrium CMDB: Attribute Security per Group/Role
>
>
>
> Hi All,
>
>
>
> Is there a way to only allow certain roles/groups to update certain
> attributes in the CMDB and AST:Attributes table?  I understand there are
> the following class and attributes to define row level security (read &
> write) but how can one accomplish this per attribute?
>
>
>
> character
>
> *CMDBRowLevelSecurity *
> Attribute that specifies a list of permission groups that have read-only
> access to the instance data.
>
> character
>
> *CMDBWriteSecurity *
> Attribute that specifies a list of permission groups that have read/write
> access to the instance data.
>
>
>
> *BMC.CORE.CONFIG:BMC_DefaultAccountPermissions***
>
> *Data type*
>
> *Name and description*
>
> character
>
> *AccountName *
> Attribute that specifies the name of the account to which the instance
> belongs. his attribute has no effect on default permissions.
>
> character
>
> *ASSIGNRowLevelSecurity *
> Attribute that specifies the list of permission groups and roles that have
> read-only access to the instances specified by the MATCH attributes.
>
> character
>
> *ASSIGNWriteSecurity *
> Attribute that specifies the list of permission groups and roles that have
> read/write access to the instances specified by the MATCH attributes.
>
> character
>
> *MATCHAccountID *
> Attribute that specifies an account ID. When this account ID is matched in
> a CI instance or a relationship instance and when the class IDs also match,
> then groups in the ASSIGN attributes receive permission to the instance. To
> match all account IDs, specify the value "default".
>
> character
>
> *MATCHAppliedToClassId *
> Attribute that specifies a Class ID that, when matched in a configuration
> item (CI) or relationship instance and when account ID is also matched,
> causes the groups in the ASSIGN attributes to receive permissions on the
> CI. To match all class IDs, enter "default."
>
>
>
> Hope my question make sense…
>
>
>
> Thanks
>
> *Francois Seegers*
> Email: franco...@blueturtle.co.za | Mobile: +27 (0)82 729 5273
> Blue Turtle Technologies
>
> [image: http://www.blueturtle.co.za/images/blue-turtle02.gif]
>
>
>
> --
>
> Blue Turtle Technologies (Pty) Limited | Reg. no.: 2003/002610/07 |
> http://www.blueturtle.co.za
> Gauteng : Tel: +27 (0)11 206 5600 | Fax: +27 (0)86 208 0237 | Midridge
> Office Estate, International Business Gateway, cnr New Road & Sixth Street,
> Midrand, 1685 | P O Box 31331, Kyalami, 1684
> Western Cape: Tel: +27 (0)87 721 1874 | Fax: +27 (0)21 552 7764 | Unit
> E6, Century Square, Heron Crescent, Century City, Cape Town, 7446
>
> DISCLAIMER: This email and any files transmitted with it are confidential
> and are intended solely for the use of the individual or entity to whom
> they are addressed. This communication represents the originator's personal
> views and opinions, which do not necessarily reflect those of Blue Turtle
> Technologies (Pty) Ltd. If you are not the original recipient or the person
> responsible for delivering the email to the intended recipient, be advised
> that you have received this email in error, and that any use,
> dissemination, forwarding, printing, or copying of this email is strictly
> prohibited. If you received this email in error, please immediately notify
> the sender. Thank you.
>  _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"

Re: Write permissions errors with read (floating) license (OT)

[Joel Sender]

Mr. Easter,

In regard to your new email address:

YAHOO, David is still with us!

 

Joel

Joel Senderjdsen...@earthlink.net310.829.5552

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Easter
Sent: Monday, April 08, 2013 1:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Write permissions errors with read (floating) license

 

** 

Your submitter mode is probably the culprit.  

 

The Submitter Mode options are:

*   Locked — Enables users who have their name in the Submitter field to 
modify requests without a write license. This does not apply to users with a 
Restricted Read license who cannot modify requests under any circumstances. In 
the locked submitter mode, after the entry is submitted, the value in the 
Submitter field cannot be changed.

*   Changeable — Requires users to have a write license to change any 
record, including requests for which they are the submitter.

https://docs.bmc.com/docs/display/public/ars81/Enabling+submitters+to+modify+requests

 

If you have it set to Changeable, then users without a write licenses cannot 
modify records - even their own.

 

Thanks,

 

-David J. Easter

 

From: Joe Castleman 
To: arslist@ARSLIST.ORG 
Sent: Monday, April 8, 2013 1:16 PM
Subject: Re: Write permissions errors with read (floating) license


Yes, among other things we are fetching the ordinal date and populating the 
home page.  There are push fields on window open actions from the Home Page, 
though certainly not to all of the fields for which it is giving us errors.

I did notice a discrepancy between the legacy server and the new server, old 
server had submitter mode = locked and the new one had submitter mode = 
changeable.  When I have a chance to reboot I'll change it to locked, at least 
for consistency's sake.  But I'm not sure whether it would make a difference in 
this case?

Interesting note about the license allocation circa 7.6, because even when 
people don't get ARERR 331, they are acting like the float-read-warning is 
totally unfamiliar to them.  But we have the same number of floating licenses, 
and users, that we always did.

If I can get my mind "unwrapped around the wheel" I'll take a look through the 
user log file.

Thanks,

Joe

On Mon, 8 Apr 2013 21:07:24 +0200, Misi Mladoniczky  wrote:

>Hi,
>
>The FLOAT-WRITE is grabbed as soon as the user performs any activity.
>
>The FLOAT-READ-WARNING is not displayed until the user tries to save something
>requiring a FLOAT-WRITE. And it is only displayed the first time this happens.
>
>If you get message as soon as you login, I bet that you have some code that
>actually performs a write, such as a Push-Fields.
>
>BMC has "fixed bugs" in the license allocation, and this might cause license
>usage to increase. I think the major thing happened in 7.6, but I am not
>sure...
>
>Turn on your user log, and check your license usage. Is it correct?
>
>Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)
>
>Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12):
>* RRR|License - Not enough Remedy licenses? Save money by optimizing.
>* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
>Find these products, and many free tools and utilities, at http://rrr.se.

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




_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"

Results List duplicates - ITSM 7.6.04

[Ray Palla]

Monday, Monday;

 

So I have a ticket form with a results list.  The query is simple.
('Assignee' != $NULL$)

 

The results list gives me multiples of the same Assignee.

 

Other than grouping the Assignees, is there another way to get a single row
for the 'Assignee' field?

 

r

 

 


Ray Palla
Sr. IT/Remedy Consultant 

http://www.linkedin.com/img/signature/bg_bluefade_195x42.jpg





Mobile: 512-917-1739
Time Zone: Central

Email:   ray.pa...@insona.com
http://www.linkedin.com/img/signature/icon_in_blue_14x14.gif
 Professional Profile

  INSONA Corporation
1201 Berry Lane
 
Georgetown, TX

78626-3832 USA
Infrastructure Solutions - Network Applications 


 



 


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

Re: [EXTERNAL] Results List duplicates - ITSM 7.6.04

[Stroud, Natalie K]

What is your underlying DB, SQL or Oracle?

Natalie Stroud
SAIC @ Sandia National Laboratories
ARS-ITSM Reporting Specialist
Albuquerque, NM USA
nkst...@sandia.gov
ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
Sent: Monday, April 08, 2013 3:38 PM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Results List duplicates - ITSM 7.6.04

**
Monday, Monday;

So I have a ticket form with a results list.  The query is simple... 
('Assignee' != $NULL$)

The results list gives me multiples of the same Assignee.

Other than grouping the Assignees, is there another way to get a single row for 
the 'Assignee' field?

r


Ray Palla
Sr. IT/Remedy Consultant

[http://www.linkedin.com/img/signature/bg_bluefade_195x42.jpg]

[cid:image002.jpg@01CE3470.F5C89D70]

Mobile: 512-917-1739
Time Zone: Central

Email: ray.pa...@insona.com
[http://www.linkedin.com/img/signature/icon_in_blue_14x14.gif] Professional 
Profile

INSONA Corporation
1201 Berry Lane
Georgetown,
 TX
78626-3832 USA
Infrastructure Solutions - Network Applications





_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"
<><><>

Re: [EXTERNAL] Results List duplicates - ITSM 7.6.04

[Ray Palla]

We're on SQL latest.

 

r

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Monday, April 08, 2013 4:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Results List duplicates - ITSM 7.6.04

 

** 

What is your underlying DB, SQL or Oracle?

 

Natalie Stroud

SAIC @ Sandia National Laboratories

ARS-ITSM Reporting Specialist

Albuquerque, NM USA

nkst...@sandia.gov

ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
Sent: Monday, April 08, 2013 3:38 PM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Results List duplicates - ITSM 7.6.04

 

** 

Monday, Monday;

 

So I have a ticket form with a results list.  The query is simple.
('Assignee' != $NULL$)

 

The results list gives me multiples of the same Assignee.

 

Other than grouping the Assignees, is there another way to get a single row
for the 'Assignee' field?

 

r

 

 


Ray Palla
Sr. IT/Remedy Consultant 

http://www.linkedin.com/img/signature/bg_bluefade_195x42.jpg





Mobile: 512-917-1739
Time Zone: Central

Email:   ray.pa...@insona.com
http://www.linkedin.com/img/signature/icon_in_blue_14x14.gif Professional
Profile  

  INSONA Corporation
1201 Berry Lane
 
Georgetown, TX

78626-3832 USA
Infrastructure Solutions - Network Applications 


 



 

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

_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"
<><><>

Re: [EXTERNAL] Results List duplicates - ITSM 7.6.04

[Stroud, Natalie K]

Ray:

I don't know if it's possible or even advisable to make Remedy query directly 
in SQL, but SQL does have the SELECT DISTINCT statement that would do what you 
are asking.

The SQL query would run something like
SELECT DISTINCT Assignee
FROM Table_name underlying your form.

If your table then had 200 tickets assigned to 13 unique Assignees, you'd get 
the 13 assignees.

Good luck!

Natalie Stroud
SAIC @ Sandia National Laboratories
ARS-ITSM Reporting Specialist
Albuquerque, NM USA
nkst...@sandia.gov
ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
Sent: Monday, April 08, 2013 3:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Results List duplicates - ITSM 7.6.04

**
We're on SQL latest.

r

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Monday, April 08, 2013 4:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Results List duplicates - ITSM 7.6.04

**
What is your underlying DB, SQL or Oracle?

Natalie Stroud
SAIC @ Sandia National Laboratories
ARS-ITSM Reporting Specialist
Albuquerque, NM USA
nkst...@sandia.gov
ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
Sent: Monday, April 08, 2013 3:38 PM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Results List duplicates - ITSM 7.6.04

**
Monday, Monday;

So I have a ticket form with a results list.  The query is simple... 
('Assignee' != $NULL$)

The results list gives me multiples of the same Assignee.

Other than grouping the Assignees, is there another way to get a single row for 
the 'Assignee' field?

r


Ray Palla
Sr. IT/Remedy Consultant

[http://www.linkedin.com/img/signature/bg_bluefade_195x42.jpg]

[cid:image002.jpg@01CE3472.C6127EA0]

Mobile: 512-917-1739
Time Zone: Central

Email: ray.pa...@insona.com
[http://www.linkedin.com/img/signature/icon_in_blue_14x14.gif] Professional 
Profile

INSONA Corporation
1201 Berry Lane
Georgetown,
 TX
78626-3832 USA
Infrastructure Solutions - Network Applications





_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_

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

Re: Atrium Integrator on a different machine

[Anand Ahire]

From the 8.0 release onwards Atrium Integrator does need to be installed on the 
same box as AR. In fact the core Atrium Integrator engine is installed as part 
of the AR installer only. This is done to mainly to make AI part of the core AR 
Fabric so that it could be setup in AR server group, use the same AR database, 
users etc. 
Thanks
Anand Ahire, 
Principal Product Manager - Atrium Core, 
BMC Software, 
San Jose, CA


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

Re: Setting the Customer*+ on Incidents through a web service

[Joe D'Souza]

An alternative (given your challenges) could be to build a custom web
service, with a 'Get Operation' to fetch the right user where the inputs
required to get the right user would be as many inputs as you would require
(First Name, Last Name, email address, Remedy Login ID, Phone Number) to
correctly identify him. There is a 'instanceID' field 179 that has a unique
index which you could use to set in that form (customizations will be
required off course). You could use this instanceID then to feed into that
create WS.

 

I mentioned Phone number, but if you choose to add this to the search, you
might need to standardize the input of phone numbers.

 

This way you are more likely not to face issues in picking the wrong user.
Given the nature of your challenges, there may still be holes in this as
even with a filtered search, there is a chance 2 exclusive users might still
match..

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Monday, April 08, 2013 4:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: Setting the Customer*+ on Incidents through a web service

 

The specific integration that the email would be used for is originating
from within one of our own company, but we have grown so quickly that we do
have a lot of data issues right now.  We even have duplicate login names
(across domains with trusts) that have wreaked havoc on some of our systems,
including Remedy where I previously had no requirement to facilitate
multiple domains and was assured that login names would be unique even
amongst the different domains (and one day, when they finish manually
changing each duplicate they will be.)  For the user that I am dealing with
this on today, there are four people with the exact same name.

 

I leverage an Active Directory integration via vendor forms with LDAP, and I
have several vendor forms pulling different data from each domain since
there is no standard format yet and dumping that data into a common
processing form that does some data cleanup and validation then creates the
CTM:People record.  For a People record to be created, I require a First
Name, Last Name, Email Address, Login Name, and either a Company or a
Manager listed in Active Directory (who has a valid Company associated with
them.)  I match to the CTM:People record based on Login Name for the purpose
of updates.  The Remedy Login Name field is basically their AD login name
with their domain included so I can guarantee some level uniqueness there.
There are certainly potential holes in this process, but I have validations
in place to try to mitigate those and either not create or update the
CTM:People record if they fail certain conditions.  Also, a lot of this
should be addressed by the domain and HR application consolidation that
we're going through.

 

Anyway, thanks for your input.  We use that form for web services and an
email integration so it's becoming more critical than it used to be for us.

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Energy Transfer

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Monday, April 08, 2013 3:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Setting the Customer*+ on Incidents through a web service

 

** 

I haven't used that particular web service designed for that form, but I'm
familiar with that form and the web service, so that's the way I would go
too. Or use the login name which is a guaranteed piece of unique information
on CTM:People. If you notice, there is no unique index on the email address,
so there is no guarantee that email addresses will continue to be unique,
even if right now they are. I have seen small to even organizations where a
group of people share the same email address if they are customer facing,
e.g. supp...@organization.com and do not have a specific individual email
address.

 

If that might be a potential case in your case, I would stick more with the
Remedy Login ID, which although it doesn't have a Unique Index defined on
CTM:People or the User form, there are filter checks to prevent the creation
of a duplicate Remedy Login ID. There is no such workflow for email
addresses.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Monday, April 08, 2013 3:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Setting the Customer*+ on Incidents through a web service

 

That's what I thought, thanks.  I will probably take a more robust look at
that and add in the ability to search by username while I'm at it since that
is also a unique value.

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Energy Transfer

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason
Sent: Monday, April 08, 2013 2:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Setting the Customer*+ on Incidents through a web se

Re: [EXTERNAL] Results List duplicates - ITSM 7.6.04

[Ray Palla]

Yup;

 

You're on the right idea, Natalie.

 

Fact is that the table is part of a multi-join and being displayed in
another form.  I really don't want to use the Direct SQL option for pulling
the data for reasons of performance and simple logic.  I'm hoping Remedy has
a native method for "DISTINCT".

 

Hope. the root of all naivety? J

 

Thanks much for the option.

 

r

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Monday, April 08, 2013 5:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Results List duplicates - ITSM 7.6.04

 

** 

Ray:

 

I don't know if it's possible or even advisable to make Remedy query
directly in SQL, but SQL does have the SELECT DISTINCT statement that would
do what you are asking.

 

The SQL query would run something like

SELECT DISTINCT Assignee

FROM Table_name underlying your form.

 

If your table then had 200 tickets assigned to 13 unique Assignees, you'd
get the 13 assignees.

 

Good luck!

 

Natalie Stroud

SAIC @ Sandia National Laboratories

ARS-ITSM Reporting Specialist

Albuquerque, NM USA

nkst...@sandia.gov

ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
Sent: Monday, April 08, 2013 3:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Results List duplicates - ITSM 7.6.04

 

** 

We're on SQL latest.

 

r

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Monday, April 08, 2013 4:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Results List duplicates - ITSM 7.6.04

 

** 

What is your underlying DB, SQL or Oracle?

 

Natalie Stroud

SAIC @ Sandia National Laboratories

ARS-ITSM Reporting Specialist

Albuquerque, NM USA

nkst...@sandia.gov

ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
Sent: Monday, April 08, 2013 3:38 PM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Results List duplicates - ITSM 7.6.04

 

** 

Monday, Monday;

 

So I have a ticket form with a results list.  The query is simple.
('Assignee' != $NULL$)

 

The results list gives me multiples of the same Assignee.

 

Other than grouping the Assignees, is there another way to get a single row
for the 'Assignee' field?

 

r

 

 


Ray Palla
Sr. IT/Remedy Consultant 

http://www.linkedin.com/img/signature/bg_bluefade_195x42.jpg





Mobile: 512-917-1739
Time Zone: Central

Email:   ray.pa...@insona.com
http://www.linkedin.com/img/signature/icon_in_blue_14x14.gif Professional
Profile  

  INSONA Corporation
1201 Berry Lane
 
Georgetown, TX

78626-3832 USA
Infrastructure Solutions - Network Applications 


 



 

_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_ 


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

Re: Is it possible to change a field id (Database ID in Dev Studio) on a form

[Joe D'Souza]

There is a bug with that utility in ARS 7.6.04 Patch 3, wherein it complains 
about not being able to change the ID in flashboard variables. If you do not 
have flashboard variables using that field, you could still safely use it.

I have noticed that it works ok on ARS 7.6.04 Patch 4. I have not tested it on 
Patch 1 and 2.

I have an open ticket with BMC Software regarding this for weeks now with no 
resolution and they were able to reproduce the issue.

Cheers

Joe

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of laurent matheo
Sent: Sunday, April 07, 2013 8:24 AM
To: arslist@ARSLIST.ORG
Subject: Re: Is it possible to change a field id (Database ID in Dev Studio) on 
a form

Yeah me neither I had to search a bit :p

Mobilis in Mobile.

Le 7 avr. 2013 à 14:22, SUBSCRIBE arslist Aditya Sharma  
a écrit :

> Exactly, thanks laurent I could not remember the name.
> 
> 
> Sent from my BlackBerry® smartphone from !DEA
> 
> -Original Message-
> From: laurent matheo 
> Sender:   "Action Request System discussion list(ARSList)" 
> 
> Date: Sun, 7 Apr 2013 12:18:00 
> To: 
> Reply-To: arslist@ARSLIST.ORG
> Subject: Re: Is it possible to change a field id (Database ID in Dev Studio) 
> on a form
> 
> It's the tool "archgid":
> https://docs.bmc.com/docs/display/public/ars8000/Fixing+non-permitted+modifications+for+fields
> https://communities.bmc.com/communities/docs/DOC-19172
> 
> On 07 Apr, 2013,at 01:07 PM, SUBSCRIBE arslist Aditya Sharma 
>  wrote:
> 
>> There is a field I'd change utility, you can use that to change Id of field 
>> even if it is saved
>> Sent from my BlackBerry® smartphone from !DEA
>> From: Betül Kaan 
>> Sender: "Action Request System discussion list(ARSList)" 
>> 
>> Date: Sun, 7 Apr 2013 12:12:55 +0100
>> To: 
>> ReplyTo: arslist@ARSLIST.ORG
>> Subject: Re: Is it possible to change a field id (Database ID in Dev Studio) 
>> on a form
>> 
>> Hello Angus,
>> 
>> If you have saved the form you can't change the Database ID of a field 
>> anymore only. But if you have a created a field you can change it before you 
>> have the form.
>> 
>> Best Regards,
>> 
>> Betuel 
>> 
>> Von: Angus Comber 
>> An: arslist@ARSLIST.ORG
>> Gesendet: 12:32 Sonntag, 7.April 2013
>> Betreff: Is it possible to change a field id (Database ID in Dev Studio) on 
>> a form
>> 
>> Is it possible to change the field ID of say a character field on a form in 
>> BMC Developer Studio.  I think it was possible in the old windows 
>> Administrator.  If so how do you do that?
>> 
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> "Where the Answers Are, and have been for 20 years"
>> 
>> 
>> _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: 
>> "Where the Answers Are" and have been for 20 years_
>> ** **
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
> 
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"

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

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

Re: Is it possible to change a field id (Database ID in Dev Studio) on a form

[Joe D'Souza]

And to answer the original question (I hit send too early), its possible to
change the field ID from either the old Admin Tool on the older version and
the new Developer Studio on the newer version, ONLY before saving the form
after creating a new field. Not after. After saving it, the only way to do
it without loosing data and its relationship with its underlying objects, is
to use the archgid utility.

That being said, read my previous email sent a minute ago, on a limitation /
bug that I found in ARS 7.6.04 SP 4 using that utility.

Cheers

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Angus Comber
Sent: Sunday, April 07, 2013 6:33 AM
To: arslist@ARSLIST.ORG
Subject: Is it possible to change a field id (Database ID in Dev Studio) on
a form

Is it possible to change the field ID of say a character field on a form in
BMC Developer Studio.  I think it was possible in the old windows
Administrator.  If so how do you do that?

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

Re: Can't create unique index in 8.1 on overlay forms?

[Chuck Mousseau]

Hey Folks,

The inability to create unique indexes on a form overlay is not a bug; it's 
intentional.

The reason is that it affects operations at the origin layer as well as at the 
overlay layer.

Records for a form and its overlay are stored in the same database tables.  
That means indexes created for either affect data operations for both.

If a unique index were created in the overlay layer, it would still be enforced 
on records created or modified through the origin layer, so the behavior of the 
origin layer would be changed.

If the index is on a custom field, then it becomes impossible to create records 
at the origin layer.  If the index is on an origin field or on an overlaid 
field, it can still prevent operations that were previously legal at the origin 
layer.

Among other things this could cause upgrades to fail by preventing them from 
updating data.

Unique indexes can be created on custom forms, because changes to custom forms 
do not affect the origin layer -- those forms are not visible there and no data 
operations can be performed on them at that layer.

One workaround that has been suggested is to go to Base Development mode in 
Developer Studio and then to add the unique index to the origin form.  Doing 
that can prevent upgrades from succeeding.  It also doesn't guarantee that the 
change will be persisted across an upgrade if the upgrade should succeed, 
because the change is not captured in an overlay.

If we want to ensure that a field's contents on an overlaid form are unique in 
the overlay layer, the best way to accomplish that is to create a custom filter 
that returns an error when duplicate data is written.

The filter will not affect operations performed at the origin layer, but it 
will protect data written at the overlay layer.

Hope this helps,
-Chuck



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

Re: Setting the Customer*+ on Incidents through a web service

[Gareth Oliver]

Hi Shawn,

While it doesn't help you on your current version, the requirement you describe 
has been implemented in ITSM 8.0; the online documentation is here >>> 
https://docs.bmc.com/docs/display/servicedesk80/HelpDesk_Submit_Service

Regards,
Gareth

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Tuesday, 9 April 2013 8:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: Setting the Customer*+ on Incidents through a web service

**

An alternative (given your challenges) could be to build a custom web service, 
with a 'Get Operation' to fetch the right user where the inputs required to get 
the right user would be as many inputs as you would require (First Name, Last 
Name, email address, Remedy Login ID, Phone Number) to correctly identify him. 
There is a 'instanceID' field 179 that has a unique index which you could use 
to set in that form (customizations will be required off course). You could use 
this instanceID then to feed into that create WS.



I mentioned Phone number, but if you choose to add this to the search, you 
might need to standardize the input of phone numbers.



This way you are more likely not to face issues in picking the wrong user. 
Given the nature of your challenges, there may still be holes in this as even 
with a filtered search, there is a chance 2 exclusive users might still match..



Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Pierson, Shawn
Sent: Monday, April 08, 2013 4:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: Setting the Customer*+ on Incidents through a web service

The specific integration that the email would be used for is originating from 
within one of our own company, but we have grown so quickly that we do have a 
lot of data issues right now.  We even have duplicate login names (across 
domains with trusts) that have wreaked havoc on some of our systems, including 
Remedy where I previously had no requirement to facilitate multiple domains and 
was assured that login names would be unique even amongst the different domains 
(and one day, when they finish manually changing each duplicate they will be.)  
For the user that I am dealing with this on today, there are four people with 
the exact same name.

I leverage an Active Directory integration via vendor forms with LDAP, and I 
have several vendor forms pulling different data from each domain since there 
is no standard format yet and dumping that data into a common processing form 
that does some data cleanup and validation then creates the CTM:People record.  
For a People record to be created, I require a First Name, Last Name, Email 
Address, Login Name, and either a Company or a Manager listed in Active 
Directory (who has a valid Company associated with them.)  I match to the 
CTM:People record based on Login Name for the purpose of updates.  The Remedy 
Login Name field is basically their AD login name with their domain included so 
I can guarantee some level uniqueness there.  There are certainly potential 
holes in this process, but I have validations in place to try to mitigate those 
and either not create or update the CTM:People record if they fail certain 
conditions.  Also, a lot of this should be addressed by the domain and HR 
application consolidation that we're going through.

Anyway, thanks for your input.  We use that form for web services and an email 
integration so it's becoming more critical than it used to be for us.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Joe D'Souza
Sent: Monday, April 08, 2013 3:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Setting the Customer*+ on Incidents through a web service

**

I haven't used that particular web service designed for that form, but I'm 
familiar with that form and the web service, so that's the way I would go too. 
Or use the login name which is a guaranteed piece of unique information on 
CTM:People. If you notice, there is no unique index on the email address, so 
there is no guarantee that email addresses will continue to be unique, even if 
right now they are. I have seen small to even organizations where a group of 
people share the same email address if they are customer facing, e.g. 
supp...@organization.com and do not have a 
specific individual email address.



If that might be a potential case in your case, I would stick more with the 
Remedy Login ID, which although it doesn't have a Unique Index defined on 
CTM:People or the User form, there are filter checks to prevent the creation of 
a duplicate Remedy Login ID. There is no such workflow for email addresses.



Joe


Fro

Re: Can't create unique index in 8.1 on overlay forms?

[Joe D'Souza]

If that's the case, from the AR System client perspective, how do I connect
to the base layer if I did not want to connect to the overlay layer?

Cheers

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Chuck Mousseau
Sent: Monday, April 08, 2013 8:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: Can't create unique index in 8.1 on overlay forms?

Hey Folks,

The inability to create unique indexes on a form overlay is not a bug; it's
intentional.

The reason is that it affects operations at the origin layer as well as at
the overlay layer.

Records for a form and its overlay are stored in the same database tables.
That means indexes created for either affect data operations for both.

If a unique index were created in the overlay layer, it would still be
enforced on records created or modified through the origin layer, so the
behavior of the origin layer would be changed.

If the index is on a custom field, then it becomes impossible to create
records at the origin layer.  If the index is on an origin field or on an
overlaid field, it can still prevent operations that were previously legal
at the origin layer.

Among other things this could cause upgrades to fail by preventing them from
updating data.

Unique indexes can be created on custom forms, because changes to custom
forms do not affect the origin layer -- those forms are not visible there
and no data operations can be performed on them at that layer.

One workaround that has been suggested is to go to Base Development mode in
Developer Studio and then to add the unique index to the origin form.  Doing
that can prevent upgrades from succeeding.  It also doesn't guarantee that
the change will be persisted across an upgrade if the upgrade should
succeed, because the change is not captured in an overlay.

If we want to ensure that a field's contents on an overlaid form are unique
in the overlay layer, the best way to accomplish that is to create a custom
filter that returns an error when duplicate data is written.

The filter will not affect operations performed at the origin layer, but it
will protect data written at the overlay layer.

Hope this helps,
-Chuck

  


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

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

Re: Setting the Customer*+ on Incidents through a web service

[Joe D'Souza]

How has it been implemented if I may ask? I have not yet had the chance to
look at 8.00

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Gareth Oliver
Sent: Monday, April 08, 2013 9:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Setting the Customer*+ on Incidents through a web service

 

Hi Shawn,

 

While it doesn't help you on your current version, the requirement you
describe has been implemented in ITSM 8.0; the online documentation is here
>>> https://docs.bmc.com/docs/display/servicedesk80/HelpDesk_Submit_Service

 

Regards,
Gareth

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Tuesday, 9 April 2013 8:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: Setting the Customer*+ on Incidents through a web service

 

** 

An alternative (given your challenges) could be to build a custom web
service, with a 'Get Operation' to fetch the right user where the inputs
required to get the right user would be as many inputs as you would require
(First Name, Last Name, email address, Remedy Login ID, Phone Number) to
correctly identify him. There is a 'instanceID' field 179 that has a unique
index which you could use to set in that form (customizations will be
required off course). You could use this instanceID then to feed into that
create WS.

 

I mentioned Phone number, but if you choose to add this to the search, you
might need to standardize the input of phone numbers.

 

This way you are more likely not to face issues in picking the wrong user.
Given the nature of your challenges, there may still be holes in this as
even with a filtered search, there is a chance 2 exclusive users might still
match..

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG]   On
Behalf Of Pierson, Shawn
Sent: Monday, April 08, 2013 4:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: Setting the Customer*+ on Incidents through a web service

 

The specific integration that the email would be used for is originating
from within one of our own company, but we have grown so quickly that we do
have a lot of data issues right now.  We even have duplicate login names
(across domains with trusts) that have wreaked havoc on some of our systems,
including Remedy where I previously had no requirement to facilitate
multiple domains and was assured that login names would be unique even
amongst the different domains (and one day, when they finish manually
changing each duplicate they will be.)  For the user that I am dealing with
this on today, there are four people with the exact same name.

 

I leverage an Active Directory integration via vendor forms with LDAP, and I
have several vendor forms pulling different data from each domain since
there is no standard format yet and dumping that data into a common
processing form that does some data cleanup and validation then creates the
CTM:People record.  For a People record to be created, I require a First
Name, Last Name, Email Address, Login Name, and either a Company or a
Manager listed in Active Directory (who has a valid Company associated with
them.)  I match to the CTM:People record based on Login Name for the purpose
of updates.  The Remedy Login Name field is basically their AD login name
with their domain included so I can guarantee some level uniqueness there.
There are certainly potential holes in this process, but I have validations
in place to try to mitigate those and either not create or update the
CTM:People record if they fail certain conditions.  Also, a lot of this
should be addressed by the domain and HR application consolidation that
we're going through.

 

Anyway, thanks for your input.  We use that form for web services and an
email integration so it's becoming more critical than it used to be for us.

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Energy Transfer

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG]   On
Behalf Of Joe D'Souza
Sent: Monday, April 08, 2013 3:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Setting the Customer*+ on Incidents through a web service

 

** 

I haven't used that particular web service designed for that form, but I'm
familiar with that form and the web service, so that's the way I would go
too. Or use the login name which is a guaranteed piece of unique information
on CTM:People. If you notice, there is no unique index on the email address,
so there is no guarantee that email addresses will continue to be unique,
even if right now they are. I have seen small to even organizations where a
group of people share the same email address if they are customer facing,
e.g. supp...@organization.com and do not have a specific individual email
address.

 

If that might be a potential case in your case, I would stick more with the
Remedy Login ID, which 

Re: Setting the Customer*+ on Incidents through a web service

[Gareth Oliver]

BMC have implemented three options of sub-set data: Login_ID, Company + 
Corporate ID, FName + MInitial + LName.

I haven't checked/confirmed if the same functionality exists for the Submit WS 
for Change/Release/etc, but the documentation doesn't reflect any updates 
(possibly more an issue with the documentation than the functionality).


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Tuesday, 9 April 2013 12:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: Setting the Customer*+ on Incidents through a web service

**

How has it been implemented if I may ask? I have not yet had the chance to look 
at 8.00



Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Gareth Oliver
Sent: Monday, April 08, 2013 9:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Setting the Customer*+ on Incidents through a web service

Hi Shawn,

While it doesn't help you on your current version, the requirement you describe 
has been implemented in ITSM 8.0; the online documentation is here >>> 
https://docs.bmc.com/docs/display/servicedesk80/HelpDesk_Submit_Service

Regards,
Gareth

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Joe D'Souza
Sent: Tuesday, 9 April 2013 8:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: Setting the Customer*+ on Incidents through a web service

**

An alternative (given your challenges) could be to build a custom web service, 
with a 'Get Operation' to fetch the right user where the inputs required to get 
the right user would be as many inputs as you would require (First Name, Last 
Name, email address, Remedy Login ID, Phone Number) to correctly identify him. 
There is a 'instanceID' field 179 that has a unique index which you could use 
to set in that form (customizations will be required off course). You could use 
this instanceID then to feed into that create WS.



I mentioned Phone number, but if you choose to add this to the search, you 
might need to standardize the input of phone numbers.



This way you are more likely not to face issues in picking the wrong user. 
Given the nature of your challenges, there may still be holes in this as even 
with a filtered search, there is a chance 2 exclusive users might still match..



Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf 
Of Pierson, Shawn
Sent: Monday, April 08, 2013 4:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: Setting the Customer*+ on Incidents through a web service

The specific integration that the email would be used for is originating from 
within one of our own company, but we have grown so quickly that we do have a 
lot of data issues right now.  We even have duplicate login names (across 
domains with trusts) that have wreaked havoc on some of our systems, including 
Remedy where I previously had no requirement to facilitate multiple domains and 
was assured that login names would be unique even amongst the different domains 
(and one day, when they finish manually changing each duplicate they will be.)  
For the user that I am dealing with this on today, there are four people with 
the exact same name.

I leverage an Active Directory integration via vendor forms with LDAP, and I 
have several vendor forms pulling different data from each domain since there 
is no standard format yet and dumping that data into a common processing form 
that does some data cleanup and validation then creates the CTM:People record.  
For a People record to be created, I require a First Name, Last Name, Email 
Address, Login Name, and either a Company or a Manager listed in Active 
Directory (who has a valid Company associated with them.)  I match to the 
CTM:People record based on Login Name for the purpose of updates.  The Remedy 
Login Name field is basically their AD login name with their domain included so 
I can guarantee some level uniqueness there.  There are certainly potential 
holes in this process, but I have validations in place to try to mitigate those 
and either not create or update the CTM:People record if they fail certain 
conditions.  Also, a lot of this should be addressed by the domain and HR 
application consolidation that we're going through.

Anyway, thanks for your input.  We use that form for web services and an email 
integration so it's becoming more critical than it used to be for us.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf 
Of Joe D'Souza
Sent: Monday, April 08, 2013 3:29 PM
To: arslist@ARSLIST.ORG

Re: Setting the Customer*+ on Incidents through a web service

[Joe D'Souza]

The Company + Corporate ID makes a lot of sense IF and ONLY IF its use is
enforced. It isn't pre-version 8.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Gareth Oliver
Sent: Monday, April 08, 2013 11:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Setting the Customer*+ on Incidents through a web service

 

BMC have implemented three options of sub-set data: Login_ID, Company +
Corporate ID, FName + MInitial + LName.

 

I haven't checked/confirmed if the same functionality exists for the Submit
WS for Change/Release/etc, but the documentation doesn't reflect any updates
(possibly more an issue with the documentation than the functionality).

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Tuesday, 9 April 2013 12:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: Setting the Customer*+ on Incidents through a web service

 

** 

How has it been implemented if I may ask? I have not yet had the chance to
look at 8.00

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG]   On
Behalf Of Gareth Oliver
Sent: Monday, April 08, 2013 9:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Setting the Customer*+ on Incidents through a web service

 

Hi Shawn,

 

While it doesn't help you on your current version, the requirement you
describe has been implemented in ITSM 8.0; the online documentation is here
>>> https://docs.bmc.com/docs/display/servicedesk80/HelpDesk_Submit_Service

 

Regards,
Gareth

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG]   On
Behalf Of Joe D'Souza
Sent: Tuesday, 9 April 2013 8:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: Setting the Customer*+ on Incidents through a web service

 

** 

An alternative (given your challenges) could be to build a custom web
service, with a 'Get Operation' to fetch the right user where the inputs
required to get the right user would be as many inputs as you would require
(First Name, Last Name, email address, Remedy Login ID, Phone Number) to
correctly identify him. There is a 'instanceID' field 179 that has a unique
index which you could use to set in that form (customizations will be
required off course). You could use this instanceID then to feed into that
create WS.

 

I mentioned Phone number, but if you choose to add this to the search, you
might need to standardize the input of phone numbers.

 

This way you are more likely not to face issues in picking the wrong user.
Given the nature of your challenges, there may still be holes in this as
even with a filtered search, there is a chance 2 exclusive users might still
match..

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG]   On
Behalf Of Pierson, Shawn
Sent: Monday, April 08, 2013 4:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: Setting the Customer*+ on Incidents through a web service

 

The specific integration that the email would be used for is originating
from within one of our own company, but we have grown so quickly that we do
have a lot of data issues right now.  We even have duplicate login names
(across domains with trusts) that have wreaked havoc on some of our systems,
including Remedy where I previously had no requirement to facilitate
multiple domains and was assured that login names would be unique even
amongst the different domains (and one day, when they finish manually
changing each duplicate they will be.)  For the user that I am dealing with
this on today, there are four people with the exact same name.

 

I leverage an Active Directory integration via vendor forms with LDAP, and I
have several vendor forms pulling different data from each domain since
there is no standard format yet and dumping that data into a common
processing form that does some data cleanup and validation then creates the
CTM:People record.  For a People record to be created, I require a First
Name, Last Name, Email Address, Login Name, and either a Company or a
Manager listed in Active Directory (who has a valid Company associated with
them.)  I match to the CTM:People record based on Login Name for the purpose
of updates.  The Remedy Login Name field is basically their AD login name
with their domain included so I can guarantee some level uniqueness there.
There are certainly potential holes in this process, but I have validations
in place to try to mitigate those and either not create or update the
CTM:People record if they fail certain conditions.  Also, a lot of this
should be addressed by the domain and HR application consolidation that
we're going through.

 

Anyway, thanks for your input.  We use that form for web services and an
email integration so it's becoming more critical than it used to be for us.

 

Thanks,

 

Issues in DSO 7.6.04 SP2 Linux->Windows

[Nathan Brandt]

We are trying to setup DSO between 2 AR servers.
One is on RHEL 5.3, 7.6.04 SP2 and other is on Win 2k 8, 7.6.04 SP2

We enabled DSO on both the servers. Machines are in same network and
accessible from one another using machine name (same as AR Server name).

After making all configuration changes, we observe following

1. From Developer Studio, if we connect to Windows ARS, we are able to
connect to
Linux Server in one of the distributed mappings. Even here, there is
small glitch, we   need to specify IP address of Linux machine. It doesn't
work with AR Server Name of Linux machine.

2. But from Developer Studio, if we connect to Linux ARS, no matter what we
put we are not able to establish connection to Windows ARS server.

When configuring DSO on both, we have used machine names (same as AR Server
Alias Name) (and not FQDN) of the remote AR Server.

Any clues what might be going wrong?

~ Nathan

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

Re: Atrium Integrator on a different machine

[Yogesh Somavanshi]

There is one way though which has been documented in the WIKI. Pls. follow step 
by step information for the standalone installation of AI server.
https://docs.bmc.com/docs/display/public/ac80/Installing+a+stand-alone+Atrium+Integrator+server

-Thanks
Yogesh

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