From BMC Communities: Looking for Service Desk Personnel for Remedy ITSM Usability Testing
I thought I would share this here since the topic of is BMC listening to customers?, do they do any kind of usability testing?, I would love to have input on the ITSM UI comes up on occasion. https://communities.bmc.com/community/bmcdn/bmc_it_service_support/blog/2013/04/25/looking-for-service-desk-personnel-for-remedy-itsm-usability-testing Jason ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Takes long time to open flashboard variable Developer studio 8.1
Hi, After observing I found that all the variable that are accessing form HPD:Help Desk take more than 5 min to open in ARS 8.1 . In 7.6.04 it's working fine. Don't know the reason. Can some one give the reason why it's these variable are taking this much time to open. Regards, Abhijit Shah. On 4/25/2013 6:30 PM, Magnus Blixt - GDM Konsult AB wrote: ** Hi Has anyone else problem to open flashboard variables in Developer studio 8.1? It is not all variables but for example to open HPD:INC:KPI_ServiceDesk takes for me about 10 minutes. /Magnus Blixt _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
SRM request that is cancelled does not cancel CRQ in Rejected state
*This is SRM and ITSM 7.6.04 p1* I've noticed a behavior where an SRM request that is cancelled does not modify a change request to cancelled when the status of the change request is Rejected. Any of you experience this? I didn't find anything in the KB. If the Change request is in any other status, the request does go to Cancelled status. It is just the Rejected status where this is stuck. Thanks. -- *Tauf Chowdhury * ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Encryption Question
OK, I was closing down to get on an airplane and made an oops in my message The theme is correct. However, I misspelled the database as Sybase when it should have been spelled MS SQL for the database used within the Remedy On Demand environment. Otherwise, the message is correct. We use DB encryption under the AR System server for full encryption of the database and it works without issue. So, you can encrypt the entire database if you need to. Doug From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug Sent: Thursday, April 25, 2013 11:50 AM To: arslist@ARSLIST.ORG Subject: Re: Encryption Question ** Abdul, As others have said - but just to give an example The databases have encryption technologies that allow you to configure that a database should be stored in encrypted format. BMC does not add a layer on top of that, we just let you use the DB encryption features. Yes, you can configure the DB encryption features and we work just fine with the database configured that way. As an example, the Remedy On Demand environment runs on Sybase and uses the Sybase encryption feature. So, all of our SaaS customers using Remedy are running on a database with encrypted data. It is working just fine. Doug Mueller From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Abdullah Baytops Sent: Tuesday, April 23, 2013 11:23 AM To: arslist@ARSLIST.ORG Subject: Encryption Question ** Is it possible to encrypt the ARSYSTEM tablespace? Thanks in Advance V/R Abdul CONFIDENTIALITY NOTICE: This message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. This information is intended only for the use of the individual to whom this e-mail is addressed. If you are not the intended recipient, or the employee or agent responsible to the intended recipient, please notify us by return email or by telephone, and destroy this email along with any attachments. _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: Encryption Question
** Interesting :)It's an OT question but what is the database size of the ROD? On a project we had several choices (DB2, Oracle, Ms SQL Server) and SQL Server wasn't choosed because it was nearly impossible to find references of SQL Server databases handling more than 1 TB of data.On 26 Apr, 2013,at 04:24 PM, "Mueller, Doug" doug_muel...@bmc.com wrote:OK, I was closing down to get on an airplane and made an oops in my message….The theme is correct.However, I misspelled the database as Sybase when it should have been spelled MS SQL for the databaseused within the Remedy On Demand environment.Otherwise, the message is correct. We use DB encryption under the AR System server for full encryptionof the database and it works without issue.So, you can encrypt the entire database if you need to.DougFrom: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, DougSent: Thursday, April 25, 2013 11:50 AMTo: arslist@ARSLIST.ORGSubject: Re: Encryption Question** Abdul,As others have said – but just to give an example….The databases have encryption technologies that allow you to configure that a database should be storedin encrypted format. BMC does not add a layer on top of that, we just let you use the DB encryptionfeatures.Yes, you can configure the DB encryption features and we work just fine with the database configured thatway.As an example, the Remedy On Demand environment runs on Sybase and uses the Sybase encryptionfeature. So, all of our SaaS customers using Remedy are running on a database with encrypted data. It isworking just fine.Doug MuellerFrom: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Abdullah BaytopsSent: Tuesday, April 23, 2013 11:23 AMTo: arslist@ARSLIST.ORGSubject: Encryption Question** Is it possible to encrypt the ARSYSTEM tablespace?Thanks in AdvanceV/RAbdulCONFIDENTIALITY NOTICE: This message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. This information is intended only for the use of the individual to whom this e-mail is addressed. If you are not the intended recipient, or the employee or agent responsible to the intended recipient, please notify us by return email or by telephone, and destroy this email along with any attachments._ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_**_ARSlist: "Where the Answers Are" and have been for 20 years_
Re: [EXTERNAL] Re: WWRUG13: Your top 10 presentation requests
A session on creating Dashboard for BSM would be nice. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Paul Blasquez Sent: Thursday, April 25, 2013 10:46 PM To: arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] Re: WWRUG13: Your top 10 presentation requests ** I would be interested in a presentation on how to successfully deploy RemedyOnDemand as a geographically resilient PAAS supporting custom workflow or a BMC presentation on their plans in this direction. -Paul On Apr 25, 2013 5:39 PM, laurent matheo lm...@me.commailto:lm...@me.com wrote: ** Julien (the other french wearing fingers shoes guy at wwrug12) makes some really nice Birt reports on a CMDB using the Birt Designer, I'll see if he can fix something :) On 26 Apr, 2013,at 02:32 AM, Joe D'Souza jdso...@shyle.netmailto:jdso...@shyle.net wrote: Sounds like a good suggestion to me too.. Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Thursday, April 25, 2013 12:04 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] Re: WWRUG13: Your top 10 presentation requests ** +1 On Thu, Apr 25, 2013 at 9:01 AM, Timothy Powell timothy.pow...@pbs-consulting.commailto:timothy.pow...@pbs-consulting.com wrote: ** Here, here on the BIRT suggestion. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K Sent: Thursday, April 25, 2013 11:37 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] Re: WWRUG13: Your top 10 presentation requests ** I would say some tips and tricks on creating BIRT reports. I see some potential to do some cool things, just haven't had the time to sit down and play with BIRT the way it would take to figure that out on my own. A presentation would be a great jump start! Thanks, Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Reporting Specialist Albuquerque, NM USA nkst...@sandia.govmailto: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 Alan Truelove Sent: Thursday, April 25, 2013 9:31 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: [EXTERNAL] Re: WWRUG13: Your top 10 presentation requests ** Good suggestion on classes in eg Java-- I would hope at some point for a 'Comprehensive' guide (with screenshots!) to installing Eclipse, Remedy API Java, creating executable JARs etc etc, wh I have found incredibly useful over the past 13 years.. (also how to convince Mgmt that this is kosher..the hardest part by far). Looking forward to wwrug... From: Joe D'Souza jdso...@shyle.netmailto:jdso...@shyle.net To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Thursday, April 25, 2013 1:18 AM Subject: Re: WWRUG13: Your top 10 presentation requests ** While most of us know how to publish and consume Web Service as the mechanics behind that is pretty simple, we often hit a road block when we are presented with consuming Web Services that have certain complex constructs. While integration documents only point out these limitations, few of them can actually be worked around. Over the past year or two, I have learnt of at least one way to overcome one of these limitations, using an undocumented method. I was tempted to include that method in our (Jason, Rod's and myself) presentation of TT with the Dev Studio, but it would have taken too long to show something that few have to use and hence it would be like going off topic. There is a good chance that the BMC Web Services team has access to 10s if not 100s of such methods. I would love to see their web service experts demonstrate these methods and do at least an hour if not 2 hour session for some of us geeks who like to take up integration work. That presents a good opportunity to convince bosses to dish out some mullah if there is a hard core presentation with live examples of such undocumented ways of consuming web services that do not work out of the box when a set field filter using WSDL is created. My 2 cents.. Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of arslist Sent: Wednesday, April 24, 2013 4:32 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: WWRUG13: Your top 10 presentation requests So, like I was wondering: What would the top 10 presentations that could be on the schedule that 1) You would want to attend 2) Your management could not resist sending you to 3) Your management (decision makers) would want to attend We want this to be the most inclusive and interesting WWRUG yet, so don't exclude things like a presentation on RemedyForce or other topics
Auto-create a Problem Investigation
HI All TFIG, I have a requirement to automatically create a Problem Investigation when a certain criteria is met. Could be executed by filters or active links. Is there a way to do that. Of course it would be ideal if this was something in ITSM that just needed to be turned on rather than constructing new. Probably the hard part is creating the association. Any suggestions greatly appreciated. ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 [cid:image001.gif@01CE426E.6247C6F0] This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Contract-to-Hire in Denver, CO - NEED HELP
Hi Everyone, Sorry to post this opportunity again but I have been struggling finding candidates. The Remedy market is very tight and there are not many people available who are willing to work in CO. Any help would be greatly appreciated, we do have referral bonuses up to $1000 if a referral gets the position. End Client: Buckly AFB Interview: ASAP 6mo CTH @ $60/hr. FT Salary: $110-115K Top Three Skills: 1. Remedy v 7.0+ 2. Remedy Administration 3. Application development Job Description: Provide software development expertise to support the automation of manual and resource intensive business processes. Support the documentation of processes and prioritization of automation opportunities. Assess workflow options within different systems, document technical requirements and recommend the best-fit system. Incorporate workflow requirements in the chosen system and develop documentation to inform maintenance support. Develop process to measure success of automation. - 7+ years of experience in the software development field - Experience with workflow automation - Ability to obtain a security clearance - BA or BS degree required Additional Information: - Experience as a RightNow Technologies (RNT) Administrator - Experience as a BMC Reemedy v 7.0+ Administrator, especially custom application development Work Environment: Standard cubicle environment. The position will be supporting the Air Force at Buckley AFB. Business Challenge: This position will support the automation of manual and resource intensive business processes. The business challenge is to make these processes more efficient to increase the workflow and reduce time to complete projects. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Contract-to-Hire in Denver, CO - NEED HELP
$60/hr on contract won't get you many responses. Sent from my iPhone On Apr 26, 2013, at 12:14 PM, Tyler Demasi tdem...@teksystems.com wrote: Hi Everyone, Sorry to post this opportunity again but I have been struggling finding candidates. The Remedy market is very tight and there are not many people available who are willing to work in CO. Any help would be greatly appreciated, we do have referral bonuses up to $1000 if a referral gets the position. End Client: Buckly AFB Interview: ASAP 6mo CTH @ $60/hr. FT Salary: $110-115K Top Three Skills: 1. Remedy v 7.0+ 2. Remedy Administration 3. Application development Job Description: Provide software development expertise to support the automation of manual and resource intensive business processes. Support the documentation of processes and prioritization of automation opportunities. Assess workflow options within different systems, document technical requirements and recommend the best-fit system. Incorporate workflow requirements in the chosen system and develop documentation to inform maintenance support. Develop process to measure success of automation. - 7+ years of experience in the software development field - Experience with workflow automation - Ability to obtain a security clearance - BA or BS degree required Additional Information: - Experience as a RightNow Technologies (RNT) Administrator - Experience as a BMC Reemedy v 7.0+ Administrator, especially custom application development Work Environment: Standard cubicle environment. The position will be supporting the Air Force at Buckley AFB. Business Challenge: This position will support the automation of manual and resource intensive business processes. The business challenge is to make these processes more efficient to increase the workflow and reduce time to complete projects. ___ 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: Auto-create a Problem Investigation
Hi Mark, If you could provide a little more information. What criteria needs to be met before the Problem Investigation is auto created? Example: 5 Incidents created within a 24 hour period with the same classifications and pertain to the same issue? Or perhaps an event correlating engine traps a number of similar events that all lead to a failure of a specific network node? The possibilities are endless You speak of making an associationwould this be to a primary incident that has 1 or more duplicatesor another entity? This type of information would help in determining the best way to approach the auto creation and association of a problem investigation. It can certainly be done. Ultimately, if your criteria is met and you have a parent entity with a unique identifier (assuming this is another arsystem form) the problem investigation can be created along with an association to it. Whether or not this is accomplished using active links or filters depends on your requirement of meeting the criteria and what that entails. Hope this helps, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Friday, April 26, 2013 11:51 AM To: arslist@ARSLIST.ORG Subject: Auto-create a Problem Investigation ** HI All TFIG, I have a requirement to automatically create a Problem Investigation when a certain criteria is met. Could be executed by filters or active links. Is there a way to do that. Of course it would be ideal if this was something in ITSM that just needed to be turned on rather than constructing new. Probably the hard part is creating the association. Any suggestions greatly appreciated. ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 [cid:image001.gif@01CE427F.05FE1320] This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _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 inline: image001.gif
Re: Auto-create a Problem Investigation
Hi Ryan,
The criteria that fires the workflow really does matter but for the sake of
discussion lets use ('Priority' = Critical) AND ('Status Pending) AND
'Submit Date ($TIMESTAMP - 4 hours) . An escalation looks for incidents that
meet this criteria and on a match sets the field 'Create Problem' to Yes.
Then using something like ('DB.Create Problem' = $NULL$ and 'TR.Create Problem'
= Yes), workflow creates the problem investigation.
I could do a push field directly to the Problem Investigation but I need to
relate it to the Incident that fired the workdflow.
Mark
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan
Sent: Friday, April 26, 2013 1:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Auto-create a Problem Investigation
**
Hi Mark,
If you could provide a little more information. What criteria needs to be met
before the Problem Investigation is auto created? Example: 5 Incidents created
within a 24 hour period with the same classifications and pertain to the same
issue? Or perhaps an event correlating engine traps a number of similar events
that all lead to a failure of a specific network node? The possibilities are
endless
You speak of making an associationwould this be to a primary incident that
has 1 or more duplicatesor another entity? This type of information would
help in determining the best way to approach the auto creation and association
of a problem investigation. It can certainly be done.
Ultimately, if your criteria is met and you have a parent entity with a unique
identifier (assuming this is another arsystem form) the problem investigation
can be created along with an association to it. Whether or not this is
accomplished using active links or filters depends on your requirement of
meeting the criteria and what that entails.
Hope this helps,
Ryan.
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, April 26, 2013 11:51 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Auto-create a Problem Investigation
**
HI All TFIG,
I have a requirement to automatically create a Problem Investigation when a
certain criteria is met. Could be executed by filters or active links. Is there
a way to do that. Of course it would be ideal if this was something in ITSM
that just needed to be turned on rather than constructing new. Probably the
hard part is creating the association.
Any suggestions greatly appreciated.
ARS 7.6.04 SP3
ITSM 7.6.04 SP3
Thanks
Mark
Mark Brittain
Remedy Developer
ITILv3 Foundation
NaviSite - A Time Warner Cable Company
mbritt...@navisite.commailto:mbritt...@navisite.com
Office: 315-453-2912 x5335
Mobile: 315-882.5360
[cid:image001.gif@01CE4281.27C57730]
This e-mail is the property of NaviSite, Inc. It is intended only for the
person or entity to which it is addressed and may contain information that is
privileged, confidential, or otherwise protected from disclosure. Distribution
or copying of this e-mail, or the information contained herein, to anyone other
than the intended recipient is prohibited.
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ServiceNow
I need to get up to speed on ServiceNow. Does anyone have, or might be able to point to, technical documentation, whitepapers, development characteristics, etc.? Thanks David Drake david.dr...@kbslp.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ServiceNow
http://wiki.service-now.com/index.php?title=Main_Page Jim Rivers ActioNet, Inc. Contractor to the United States Department of Energy 20251 Century Blvd, Suite 350 Germantown, MD 20874 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Drake, David Sent: Friday, April 26, 2013 3:09 PM To: arslist@ARSLIST.ORG Subject: ServiceNow ** I need to get up to speed on ServiceNow. Does anyone have, or might be able to point to, technical documentation, whitepapers, development characteristics, etc.? Thanks David Drake david.dr...@kbslp.commailto:david.dr...@kbslp.com _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
customer affiliation
Any edu's out there capture customer affiliation within Remedy ITSM 8.0 people record? If so, where did you put that information. Did you have to customize the people record to record this attribute? We are looking to classify our people based on their affiliation here (student, faculty, staff, alumni, etc). Any information would be great! Thanks! Jessica Hinkal University at Buffalo CIT/NCS 111 Computing Center Buffalo, NY 14260 716-645-3505 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Open Rates - Colorado
Hello Everyone, Sorry again for the blast. With lack of candidates for the position in Denver, what salary expectations would someone have if they were to relocate to Denver for this opportunity. The current conversion is 110-115K. Would anyone be interested in moving out here if the conversion was higher, and if so at what conversion? Thanks All. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Contract-to-Hire in Denver, CO - NEED HELP
Can you provide H1B transfer? Prakash. On Friday, April 26, 2013 10:14:01 AM UTC-6, Tyler Demasi wrote: Hi Everyone, Sorry to post this opportunity again but I have been struggling finding candidates. The Remedy market is very tight and there are not many people available who are willing to work in CO. Any help would be greatly appreciated, we do have referral bonuses up to $1000 if a referral gets the position. End Client: Buckly AFB Interview: ASAP 6mo CTH @ $60/hr. FT Salary: $110-115K Top Three Skills: 1. Remedy v 7.0+ 2. Remedy Administration 3. Application development Job Description: Provide software development expertise to support the automation of manual and resource intensive business processes. Support the documentation of processes and prioritization of automation opportunities. Assess workflow options within different systems, document technical requirements and recommend the best-fit system. Incorporate workflow requirements in the chosen system and develop documentation to inform maintenance support. Develop process to measure success of automation. - 7+ years of experience in the software development field - Experience with workflow automation - Ability to obtain a security clearance - BA or BS degree required Additional Information: - Experience as a RightNow Technologies (RNT) Administrator - Experience as a BMC Reemedy v 7.0+ Administrator, especially custom application development Work Environment: Standard cubicle environment. The position will be supporting the Air Force at Buckley AFB. Business Challenge: This position will support the automation of manual and resource intensive business processes. The business challenge is to make these processes more efficient to increase the workflow and reduce time to complete projects. ___ 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: Contract-to-Hire in Denver, CO - NEED HELP
Sorry, US Citizen only; strict background since it will be Government work. Tyler Demasi | Sr. Technical Recruiter T 303.843.3761 | tdem...@teksystems.commailto:bwhit...@teksystems.com 6300 S. Syracuse Way, Suite #200, Centennial, CO 80111 [cid:image003.gif@01CE4282.AD0CC500]http://www.teksystems.com/ [cid:image004.gif@01CE4282.AD0CC500] From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Prakash Kodali Sent: Friday, April 26, 2013 1:33 PM To: arslist@ARSLIST.ORG Subject: Re: Contract-to-Hire in Denver, CO - NEED HELP ** Can you provide H1B transfer? Prakash. On Friday, April 26, 2013 10:14:01 AM UTC-6, Tyler Demasi wrote: Hi Everyone, Sorry to post this opportunity again but I have been struggling finding candidates. The Remedy market is very tight and there are not many people available who are willing to work in CO. Any help would be greatly appreciated, we do have referral bonuses up to $1000 if a referral gets the position. End Client: Buckly AFB Interview: ASAP 6mo CTH @ $60/hr. FT Salary: $110-115K Top Three Skills: 1. Remedy v 7.0+ 2. Remedy Administration 3. Application development Job Description: Provide software development expertise to support the automation of manual and resource intensive business processes. Support the documentation of processes and prioritization of automation opportunities. Assess workflow options within different systems, document technical requirements and recommend the best-fit system. Incorporate workflow requirements in the chosen system and develop documentation to inform maintenance support. Develop process to measure success of automation. - 7+ years of experience in the software development field - Experience with workflow automation - Ability to obtain a security clearance - BA or BS degree required Additional Information: - Experience as a RightNow Technologies (RNT) Administrator - Experience as a BMC Reemedy v 7.0+ Administrator, especially custom application development Work Environment: Standard cubicle environment. The position will be supporting the Air Force at Buckley AFB. Business Challenge: This position will support the automation of manual and resource intensive business processes. The business challenge is to make these processes more efficient to increase the workflow and reduce time to complete projects. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ This electronic mail (including any attachments) may contain information that is privileged, confidential, and/or otherwise protected from disclosure to anyone other than its intended recipient(s). Any dissemination or use of this electronic mail or its contents (including any attachments) by persons other than the intended recipient(s) is strictly prohibited. If you have received this message in error, please notify us immediately by reply e-mail so that we may correct our internal records. Please then delete the original message (including any attachments) in its entirety. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gifinline: image002.gifinline: image003.gifinline: image004.gif
Re: Auto-create a Problem Investigation
Hi Mark,
OkSince this an escalation triggering incidents which match the
qualification or criteria...whatever that criteria may beyou will want to
perform the following steps (this is a suggested waythere are many ways to
accomplish what you want to do):
1. For Incidents which match the criteria perform a set-fields operation
from the calling escalation. Set fields to the z1D_Action field (or any other
display only field) on the Incident form to a keyword of something like
AUTO_CREATE_PROBLEM.
2. Create a new filter on the HPD:Help Desk form which fires on
Modify with a Run If qualification of z1D_Action = AUTO_CREATE_PROBLEM.
Have it fire at a low execution order...say '1'. We want it to fire with a low
execution order so that we can bypass the rest of the incident filters later
with a goto execution order filter action. Also, when it comes to saving the
filter use the naming convention with a '! At the end of the name so that we
can bypass filter phasing and force the push to the Problem form immediately (
EX:XXX:HPDPBM:AutoCreateProblem'! ) where XXX = Your company prefix :
HPDPBM = Integration between Incident and Problem : AutoCreateProblem =
general function of the filter : '! = naming standard to bypass filter
phasing. Create filter actions below...
3. The first filter action will be a push fields operation to the
PBM:Problem Investigation form -- Pushing all of the fields your require to
be pushed. Also, you will want to push a keyword to the Problem z1D_Action
display-only field (say CREATE_HPDPBM_ASSOCIATIONS). In addition, you will
want to push the Incident Number value to another display-only field as this
will be needed for the creation of the association records.
4. Create a second action -- GoTo -- Execution Order 999 (so that we
first push to create the problem record ... and then skip the rest of the
incident filters triggered by the escalation on the associated incident)
5. Create a new filter on the PBM:Problem Investigation form that fires
on Modify where the Run If qualification is z1D_Action =
CREATE_HPDPBM_ASSOCIATIONS. Have this filter fire late in execution
ordersay 999 so that ALL Problem filters fire before we push to the
association forms (simply to give other problem filters the chance to catch any
data related issues and error out if needed) (do not use the '! Naming
standard for this filter) ... Create filter actions below
6. Create a filter action to perform a push fields operation to the
HPD:Association form (using the Incident Number that was pushed to the
problem form in step 3). You will need to look at an existing record in the
HPD:Associations form to get all of the data fields you will need to
pushI do not remember them all off the top of my head :)Push all
required fieldsmaking sure that you follow what ID's go where as this is
important (IE: Incident ID goes to Request ID_01 field and where Problem ID
goes to Request_ID_02 field)
7. Create a second filter action to perform a push fields operation to
the PBM:Association form (using the Problem Number on the current form). You
will need to look at an existing record in the PBM:Associations form to get
all of the data fields you will need to pushI do not remember them all off
the top of my head :)Push all required fieldsmaking sure that you
follow what ID's go where as this is important (IE: Problem ID goes to Request
ID_01 field and where Incident ID goes to Request_ID_02 field)...
8. Done :)
I hope this helpslet me know how it goes. (Hopefully I did not miss a
stepI will review this again later but wanted to get it out now)
Regards,
Ryan.
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, April 26, 2013 1:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Auto-create a Problem Investigation
**
Hi Ryan,
The criteria that fires the workflow really does matter but for the sake of
discussion lets use ('Priority' = Critical) AND ('Status Pending) AND
'Submit Date ($TIMESTAMP - 4 hours) . An escalation looks for incidents that
meet this criteria and on a match sets the field 'Create Problem' to Yes.
Then using something like ('DB.Create Problem' = $NULL$ and 'TR.Create Problem'
= Yes), workflow creates the problem investigation.
I could do a push field directly to the Problem Investigation but I need to
relate it to the Incident that fired the workdflow.
Mark
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan
Sent: Friday, April 26, 2013 1:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Auto-create a Problem Investigation
**
Hi Mark,
If you could provide a little more information. What criteria needs to be met
before the Problem Investigation is auto created? Example: 5 Incidents created
within a 24 hour period with
Re: customer affiliation
Yes, in 7.5 we substituted faculty, staff, student, etc for the default menu values on CTM:People. There may be other places where you need to change this; just look through the ctm:people forms. On Fri, Apr 26, 2013 at 3:04 PM, Jessica Hinkal hin...@buffalo.edu wrote: Any edu's out there capture customer affiliation within Remedy ITSM 8.0 people record? If so, where did you put that information. Did you have to customize the people record to record this attribute? We are looking to classify our people based on their affiliation here (student, faculty, staff, alumni, etc). Any information would be great! Thanks! Jessica Hinkal University at Buffalo CIT/NCS 111 Computing Center Buffalo, NY 14260 716-645-3505 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years -- Rebecca Boyd Application Administrator Wake Forest University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
OT: [EXTERNAL] Re: ServiceNow
While I realize that the point of researching ServiceNow could be to underscore the ways that Remedy is a better product, it nevertheless strikes me as a bit ironic when the Remedy discussion list is so on the ball that members even know the location of the competition's documentation. Happy Friday, all - Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Reporting Specialist Albuquerque, NM USA nkst...@sandia.govmailto: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 Rivers, James (CONTR) Sent: Friday, April 26, 2013 1:11 PM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] Re: ServiceNow ** http://wiki.service-now.com/index.php?title=Main_Page Jim Rivers ActioNet, Inc. Contractor to the United States Department of Energy 20251 Century Blvd, Suite 350 Germantown, MD 20874 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Drake, David Sent: Friday, April 26, 2013 3:09 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: ServiceNow ** I need to get up to speed on ServiceNow. Does anyone have, or might be able to point to, technical documentation, whitepapers, development characteristics, etc.? Thanks David Drake david.dr...@kbslp.commailto:david.dr...@kbslp.com _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: Auto-create a Problem Investigation
I suggest that you take a look at Remedy ITSM Process Designer, which is
available for version 7.6.04 and later.
You can implement this use case by configuring a corresponding process in ITSM
Process Designer.
You'd have to check, whether your specific conditions that trigger the process
can be modeled in the Process Designer configuration.
That avoids implementing this functionality as customization, and it will make
your life a lot easier once you upgrade.
Peter Adams
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, April 26, 2013 10:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: Auto-create a Problem Investigation
**
Hi Ryan,
The criteria that fires the workflow really does matter but for the sake of
discussion lets use ('Priority' = Critical) AND ('Status Pending) AND
'Submit Date ($TIMESTAMP - 4 hours) . An escalation looks for incidents that
meet this criteria and on a match sets the field 'Create Problem' to Yes.
Then using something like ('DB.Create Problem' = $NULL$ and 'TR.Create Problem'
= Yes), workflow creates the problem investigation.
I could do a push field directly to the Problem Investigation but I need to
relate it to the Incident that fired the workdflow.
Mark
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan
Sent: Friday, April 26, 2013 1:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Auto-create a Problem Investigation
**
Hi Mark,
If you could provide a little more information. What criteria needs to be met
before the Problem Investigation is auto created? Example: 5 Incidents created
within a 24 hour period with the same classifications and pertain to the same
issue? Or perhaps an event correlating engine traps a number of similar events
that all lead to a failure of a specific network node? The possibilities are
endless
You speak of making an associationwould this be to a primary incident that
has 1 or more duplicatesor another entity? This type of information would
help in determining the best way to approach the auto creation and association
of a problem investigation. It can certainly be done.
Ultimately, if your criteria is met and you have a parent entity with a unique
identifier (assuming this is another arsystem form) the problem investigation
can be created along with an association to it. Whether or not this is
accomplished using active links or filters depends on your requirement of
meeting the criteria and what that entails.
Hope this helps,
Ryan.
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, April 26, 2013 11:51 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Auto-create a Problem Investigation
**
HI All TFIG,
I have a requirement to automatically create a Problem Investigation when a
certain criteria is met. Could be executed by filters or active links. Is there
a way to do that. Of course it would be ideal if this was something in ITSM
that just needed to be turned on rather than constructing new. Probably the
hard part is creating the association.
Any suggestions greatly appreciated.
ARS 7.6.04 SP3
ITSM 7.6.04 SP3
Thanks
Mark
Mark Brittain
Remedy Developer
ITILv3 Foundation
NaviSite - A Time Warner Cable Company
mbritt...@navisite.commailto:mbritt...@navisite.com
Office: 315-453-2912 x5335
Mobile: 315-882.5360
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Re: [EXTERNAL] Re: ServiceNow
Natalie, So many of us have been on the receiving end of solicitations from SN that we know more than we want to know about it. There have been several Remedy customers that switched to SN and several of those customers have switched back! Thank Goodness it is Friday! From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K Sent: Friday, April 26, 2013 3:42 PM To: arslist@ARSLIST.ORG Subject: OT: [EXTERNAL] Re: ServiceNow ** While I realize that the point of researching ServiceNow could be to underscore the ways that Remedy is a better product, it nevertheless strikes me as a bit ironic when the Remedy discussion list is so on the ball that members even know the location of the competition's documentation. Happy Friday, all - Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Reporting Specialist Albuquerque, NM USA nkst...@sandia.govmailto: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 Rivers, James (CONTR) Sent: Friday, April 26, 2013 1:11 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: [EXTERNAL] Re: ServiceNow ** http://wiki.service-now.com/index.php?title=Main_Page Jim Rivers ActioNet, Inc. Contractor to the United States Department of Energy 20251 Century Blvd, Suite 350 Germantown, MD 20874 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Drake, David Sent: Friday, April 26, 2013 3:09 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: ServiceNow ** I need to get up to speed on ServiceNow. Does anyone have, or might be able to point to, technical documentation, whitepapers, development characteristics, etc.? Thanks David Drake david.dr...@kbslp.commailto:david.dr...@kbslp.com _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: Encryption Question
Encryption comes at a cost. I do not know the exact algorithm that you might require to calculate the encrypted size of your current database but it will be no less than at least 3 to 4 times its current size. Somehow I feel I am underestimating it. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of laurent matheo Sent: Friday, April 26, 2013 10:37 AM To: arslist@ARSLIST.ORG Subject: Re: Encryption Question Interesting :) It's an OT question but what is the database size of the ROD? On a project we had several choices (DB2, Oracle, Ms SQL Server) and SQL Server wasn't choosed because it was nearly impossible to find references of SQL Server databases handling more than 1 TB of data. On 26 Apr, 2013,at 04:24 PM, Mueller, Doug doug_muel...@bmc.com wrote: OK, I was closing down to get on an airplane and made an oops in my message.. The theme is correct. However, I misspelled the database as Sybase when it should have been spelled MS SQL for the database used within the Remedy On Demand environment. Otherwise, the message is correct. We use DB encryption under the AR System server for full encryption of the database and it works without issue. So, you can encrypt the entire database if you need to. Doug From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug Sent: Thursday, April 25, 2013 11:50 AM To: arslist@ARSLIST.ORG Subject: Re: Encryption Question ** Abdul, As others have said - but just to give an example.. The databases have encryption technologies that allow you to configure that a database should be stored in encrypted format. BMC does not add a layer on top of that, we just let you use the DB encryption features. Yes, you can configure the DB encryption features and we work just fine with the database configured that way. As an example, the Remedy On Demand environment runs on Sybase and uses the Sybase encryption feature. So, all of our SaaS customers using Remedy are running on a database with encrypted data. It is working just fine. Doug Mueller From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Abdullah Baytops Sent: Tuesday, April 23, 2013 11:23 AM To: arslist@ARSLIST.ORG Subject: Encryption Question ** Is it possible to encrypt the ARSYSTEM tablespace? Thanks in Advance V/R Abdul CONFIDENTIALITY NOTICE: This message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. This information is intended only for the use of the individual to whom this e-mail is addressed. If you are not the intended recipient, or the employee or agent responsible to the intended recipient, please notify us by return email or by telephone, and destroy this email along with any attachments. _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
