Re: Issue in Mapping SRD's

[Rajesh Shinde]

Clearing the PDT in the SRD and remapping solved the issue for us.


On Wed, Jun 19, 2013 at 6:15 PM, Pierson, Shawn <
shawn.pier...@energytransfer.com> wrote:

> Rajesh,
>
> Did you skip the PDT part?  SRDs don't directly connect to AOTs, so you
> have to create variables to map to the AOT fields as an intermediary
> between the SRD and the AOT.
>
> Thanks,
>
> Shawn Pierson
> Remedy Developer | Energy Transfer
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Rajesh Shinde
> Sent: Tuesday, June 18, 2013 11:38 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Issue in Mapping SRD's
>
> Hello All,
>
> Applogoes for the confustion.
> I am using SRM 2.2.00.
> When i click on the Process Template Mapping button in the SRD form,I do
> not see the Fields in the Fullfilment Application fields table for the
> Fullfilmant template.(Though I have added the Target data in the
> AOT)
>
> Regards,
> Rajesh
>
>
> On 6/18/13, Carl Wilson  wrote:
> > Hi,
> > As mentioned by others, you need to re-select the PDT for the new
> > values to be exposed back to the SRD.
> > This however leads on to the pain of having to re-map the whole SRD
> > Questions > PDT Variables.
> >
> > I have created a small customisation to aid in the re-mapping where
> > you can save the current values (in Notepad or similar) and paste back
> > in the old mappings - still some manual work but less that re-mapping
> > the full SRD if you have large concatenations on the mappings.
> >
> >
> > http://www.missingpiecessoftware.com/site-map/articles/76-srd-quick-ed
> > it
> >
> >
> > Kind Regards,
> >
> > Carl Wilson
> >
> >
> > http://www.missingpiecessoftware.com/
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of Rajesh Shinde
> > Sent: 18 June 2013 17:31
> > To: arslist@ARSLIST.ORG
> > Subject: Issue in Mapping SRD's
> >
> > Hello All,
> >
> > We are facing an issue while Remapping SRD's.
> >
> > Scenario:
> >
> > We have to remap few SRD's such that the Service Request
> > question-answers flow down till the Work Orders.
> >
> >>> These SRD's have common AOT (same or different PDT's).
> >
> > What we have done :
> >
> > 1. We have taken all the SRD's offline which are related to the AOT.
> > 2. Added the Required fields in the AOT.
> > 3. Now for some of the SRD's (not all) when we go to SRD and click on
> > the mappings, we do not find the fields which we have added in the AOT
> (Step 2).
> >
> >
> > Can you please let me know what could be the reason for this behavior?
> >
> > Thanks and Regards,
> > Rajesh
> >
> > __
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Re: ITSM 8.1 SUSE 11. BPPM 9.0 - IBRSD/CMDB Extensions not working

[Patrick Zandi]

Each server is os agnostic and place nice together. They point to the Same 
db...  No problem that I know of.

Sent from my iPhone

On Jun 19, 2013, at 19:17, "Mauricio M."  wrote:

> **
> Thanks Patrick,
> 
> Do you have in mind any other significant issue having a server group with AR 
> Servers mixed with different platforms and OS? I have not tried myself that 
> approach
> 
> Regards
> 
> 
> 2013/6/19 patrick zandi 
>> **
>> if you create another server -- Windows? or Solairs? and put it into your 
>> configuration (server group) --- and load the IBRSD there.. it will work.. 
>> -- I am sure this is not what you had in mind, but it is a solution..  
>> Cannot think of any other help for ya.. 
>> 
>> 
>> 
>> On Wed, Jun 19, 2013 at 2:08 PM, Mauricio M.  wrote:
>>> **
>>> Hello ARSList
>>> 
>>> Can anyone provice feedback if this can work: Remedy AR System / ITSM  8.1 
>>> on SUSE Linux 11 and BMC BPPM 9.0 on Red Hat. BRSD component and CMDB 
>>> Extensions are not working since IBRSD component is not supported on SUSE 
>>> 11. Is there anyone with this combination? Does anyone have a workaround?
>>> 
>>> Thank you in advance,
>>> 
>>> -Mauricio
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
>> 
>> 
>> 
>> -- 
>> Patrick Zandi
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
> 
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Any clue why this is happening?

[Susan Palmer]

I actually have a similar problem on v7.5.  It's on a notification email
filter that has been working for several versions and worked fine for at
least 1-2 years on v7.5.  Then I went into the filter, probably the first
change since we went to v7.5, and made an adjustment to the body and since
then the Case ID will not show the value in the Subject line, only the
$Ticket ID$ field label.   I've tried everything I can think of, including
recreation, and it continues to do.  I'm not touching the other similar
filters I have!

We're in the process of upgrading to v8.1 so I won't be spending more time
on it and I'm curious to see how the new version does it.

These are filters that were initially created in v5 10 years ago.

Susan


On Wed, Jun 19, 2013 at 4:51 PM, Pruitt, Christopher (Bank of America
Account)  wrote:

> **
>  Hello All,
>
> We are stumped on an issue and was hoping someone on the list would have
> an idea why this would be occurring after upgrading from ARS version 7.1
> with it works on to 7.6.04 and now it does not. This is regarding Emails
> being generated in a Filter by Notify contain a Subject line without
> variable substitution. The message text is working okay. Any ideas?
>
> Here are the details:
>
> The filter has the following set on it.
>
> Set Fields  From: Task_Details_Join
>
> Set Field If
> 'Task_Details_Request_ID' = $Request ID$
>
> If No Requests Match: Set Fields to $NULL$
> If Multiple Requests Match: Use First Matching Request
>
> Field Mapping:
> Field Name   Value
> TempChar1   $OrderNumber$
> TempChar2   $LineTicketNumber$
>
> Notify
> Notify Text: Order $TempChar1$, ticket number $TempChar2$, the task $Full
> Task Name$ has been assigned to you as of $TIMESTAMP$.
> User Name: $Assigned_To_Email_Address$
> Priority: 0
> Mechanism: Email
> Subject: Order $TempChar1$ / # $TempChar2$ has a Task that has been
> assigned to you.
>
> Include Fields: None
>
> When we check the filter log it shows
> Checking " TASK-GA710-NOTAFY- New_Assignee`!" (710)
> >--> Passed -- perform actions
> > 0: Set Fields
> >   TempChar1 (6) = ORDER_TIC-0971986
> >   TempChar2 (60001) = 8097764-001
> > 1: Notify
> >   Priority: 0   Mechanism: Email   To: 
> > *tester1**@hp.com*
> >   Order ORDER_TIC-0971986, ticket number 8097764-001,
> the task 1.00.01 Add Line Item has been assigned to you as of 06/19/13
> 13:34:31.
> > Order   / #  has a Task that has been assigned to you.
>
> So you can see the Text did set the variables:
>
> TempChar1 and TempChar2 but the same two variables are also used on the
> Subject line and it just sets blank values in there. We have triple checked
> to make sure that the same variables are used in the Set Fields, Notify
> Subject and Notify Text and yet the Subject line the variables are NULL.
>
> Any clues as to why this is occurring after an upgrade?
>
> Our environment:
> Server OS: HP-UX B.11.31
> Database: Oracle 10.2.0.4.0 - 64bi
> Database Client Libraries: Oracle 11.2.0
> Remedy ARS version: 7.6.04 SP4 201209051922
>
>
> *Christopher Pruitt*
> Business Consulting III
> Remedy Developer
> BMC Certified Administrator: BMC Remedy AR System 7.6.04
> *HP Enterprises Services
> **christopher.pru...@hp.com
> **www.hp.com* 
>
>
> *Confidentiality Notice:* This message and any files transmitted with it
> are intended for the sole use of the entity or individual to whom it is
> addressed, and may contain information that is confidential, privileged,
> and exempt from disclosure under applicable law. If you are not the
> intended addressee for this e-mail, you are hereby notified that any
> copying, distribution, or dissemination of this e-mail is strictly
> prohibited. If you have received this e-mail in error, please immediately
> destroy, erase, or discard this message. Please notify the sender
> immediately by return e-mail if you have received this e-mail by mistake.
>
>
>
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Any clue why this is happening?

[Joe D'Souza]

Are these variables display only? Were they display only in 7.1

 

Reason I ask is I see a `! at the end of the filter name which means you are
wanting to by pass the filter phase and have the filter fire in the first
stage when those values are not reset to NULL. Somehow that is probably not
happening correctly. Does your log say anything to the effect that its
overriding the filter phase?

 

You may want to eliminate that the phase override is working correctly.

 

Cheers

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pruitt, Christopher (Bank of
America Account)
Sent: Wednesday, June 19, 2013 5:51 PM
To: arslist@ARSLIST.ORG
Subject: Any clue why this is happening?

 

Hello All,

 

We are stumped on an issue and was hoping someone on the list would have an
idea why this would be occurring after upgrading from ARS version 7.1 with
it works on to 7.6.04 and now it does not. This is regarding Emails being
generated in a Filter by Notify contain a Subject line without variable
substitution. The message text is working okay. Any ideas?

 

Here are the details:

 

The filter has the following set on it.

 

Set Fields  From: Task_Details_Join

 

Set Field If

'Task_Details_Request_ID' = $Request ID$

 

If No Requests Match: Set Fields to $NULL$

If Multiple Requests Match: Use First Matching Request

 

Field Mapping:

Field Name   Value   

TempChar1   $OrderNumber$

TempChar2   $LineTicketNumber$

 

Notify  

Notify Text: Order $TempChar1$, ticket number $TempChar2$, the task $Full
Task Name$ has been assigned to you as of $TIMESTAMP$.

User Name: $Assigned_To_Email_Address$

Priority: 0

Mechanism: Email

Subject: Order $TempChar1$ / # $TempChar2$ has a Task that has been assigned
to you.

 

Include Fields: None

 

When we check the filter log it shows 

Checking " TASK-GA710-NOTAFY- New_Assignee`!" (710)

>--> Passed -- perform actions

> 0: Set Fields

>   TempChar1 (6) = ORDER_TIC-0971986

>   TempChar2 (60001) = 8097764-001

> 1: Notify

>   Priority: 0   Mechanism: Email   To: test...@hp.com
 

>   Order ORDER_TIC-0971986, ticket number 8097764-001, the
task 1.00.01 Add Line Item has been assigned to you as of 06/19/13 13:34:31.

> Order   / #  has a Task that has been assigned to you.

 

So you can see the Text did set the variables:

 

TempChar1 and TempChar2 but the same two variables are also used on the
Subject line and it just sets blank values in there. We have triple checked
to make sure that the same variables are used in the Set Fields, Notify
Subject and Notify Text and yet the Subject line the variables are NULL. 

 

Any clues as to why this is occurring after an upgrade?

 

Our environment:

Server OS: HP-UX B.11.31

Database: Oracle 10.2.0.4.0 - 64bi

Database Client Libraries: Oracle 11.2.0

Remedy ARS version: 7.6.04 SP4 201209051922

 

 

Christopher Pruitt 
Business Consulting III

Remedy Developer

BMC Certified Administrator: BMC Remedy AR System 7.6.04

HP Enterprises Services
christopher.pru...@hp.com
www.hp.com   



 

 

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

 

 

 

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Re: ITSM 8.1 SUSE 11. BPPM 9.0 - IBRSD/CMDB Extensions not working

[Mauricio M.]

Thanks Patrick,

Do you have in mind any other significant issue having a server group with
AR Servers mixed with different platforms and OS? I have not tried myself
that approach

Regards


2013/6/19 patrick zandi 

> **
> if you create another server -- Windows? or Solairs? and put it into your
> configuration (server group) --- and load the IBRSD there.. it will work..
> -- I am sure this is not what you had in mind, but it is a solution..
> Cannot think of any other help for ya..
>
>
>
> On Wed, Jun 19, 2013 at 2:08 PM, Mauricio M.  wrote:
>
>> **
>> Hello ARSList
>>
>> Can anyone provice feedback if this can work: Remedy AR System / ITSM
>> 8.1 on SUSE Linux 11 and BMC BPPM 9.0 on Red Hat. BRSD component and CMDB
>> Extensions are not working since IBRSD component is not supported on SUSE
>> 11. Is there anyone with this combination? Does anyone have a workaround?
>>
>> Thank you in advance,
>>
>> -Mauricio
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>
>
> --
> Patrick Zandi
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Any clue why this is happening?

[Rick Westbrock]

Christopher-

I am on 7.6.04 SP2 and ran into the same thing recently. We have plenty of 
messages that go out with variables being evaluated properly in the Subject 
field however when I was adding a notification action to a filter recently it 
just would not evaluate field X in the Subject but it evaluated it no problem 
in the Body of the message. It wasn't mission critical and I didn't have the 
cycles to spend running it down at the time.

I had thought that for a field to be sent out in an e-mail notification it must 
have Public permissions, however field X is evaluated in the Body even without 
Public permissions. Below is an example of what I am seeing, the value of the 
Request ID should be just before the hyphen in the Subject.

Subject:
Support Request  - Work History Update Received

Body:
A Work History Update was received for support request ABCD0001701

The subject line should have instead been "Support Request ABCD0001701 - 
Work History Update Received".


-Rick

___
Rick Westbrock
QMX Support Services

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew Fremont
Sent: Wednesday, June 19, 2013 15:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Any clue why this is happening?

**
Not sure if it related to the problem you're seeing. I remember there is 
permission issue with the fields being used on the email subject line.
Are they public view?

Andrew

On Wed, Jun 19, 2013 at 2:51 PM, Pruitt, Christopher (Bank of America Account) 
mailto:christopher.pru...@hp.com>> wrote:
**
Hello All,

We are stumped on an issue and was hoping someone on the list would have an 
idea why this would be occurring after upgrading from ARS version 7.1 with it 
works on to 7.6.04 and now it does not. This is regarding Emails being 
generated in a Filter by Notify contain a Subject line without variable 
substitution. The message text is working okay. Any ideas?

Here are the details:

The filter has the following set on it.

Set Fields  From: Task_Details_Join

Set Field If
'Task_Details_Request_ID' = $Request ID$

If No Requests Match: Set Fields to $NULL$
If Multiple Requests Match: Use First Matching Request

Field Mapping:
Field Name   Value
TempChar1   $OrderNumber$
TempChar2   $LineTicketNumber$

Notify
Notify Text: Order $TempChar1$, ticket number $TempChar2$, the task $Full Task 
Name$ has been assigned to you as of $TIMESTAMP$.
User Name: $Assigned_To_Email_Address$
Priority: 0
Mechanism: Email
Subject: Order $TempChar1$ / # $TempChar2$ has a Task that has been assigned to 
you.

Include Fields: None

When we check the filter log it shows
Checking " TASK-GA710-NOTAFY- New_Assignee`!" (710)
>--> Passed -- perform actions
> 0: Set Fields
>   TempChar1 (6) = ORDER_TIC-0971986
>   TempChar2 (60001) = 8097764-001
> 1: Notify
>   Priority: 0   Mechanism: Email   To: 
> test...@hp.com
>   Order ORDER_TIC-0971986, ticket number 8097764-001, the 
> task 1.00.01 Add Line Item has been assigned to you as of 06/19/13 13:34:31.
> Order   / #  has a Task that has been assigned to you.

So you can see the Text did set the variables:

TempChar1 and TempChar2 but the same two variables are also used on the Subject 
line and it just sets blank values in there. We have triple checked to make 
sure that the same variables are used in the Set Fields, Notify Subject and 
Notify Text and yet the Subject line the variables are NULL.

Any clues as to why this is occurring after an upgrade?

Our environment:
Server OS: HP-UX B.11.31
Database: Oracle 10.2.0.4.0 - 64bi
Database Client Libraries: Oracle 11.2.0
Remedy ARS version: 7.6.04 SP4 201209051922


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


Confidentiality Notice: This message and any files transmitted with it are 
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disclosure under applicable law. If you are not the intended addressee for this 
e-mail, you are hereby notified that any copying, distribution, or 
dissemination of this e-mail is strictly prohibited. If you have received this 
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Please notify the sender immediately by return e-mail if you have received this 
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Re: Any clue why this is happening?

[Andrew Fremont]

Not sure if it related to the problem you're seeing. I remember there is
permission issue with the fields being used on the email subject line.
Are they public view?

Andrew


On Wed, Jun 19, 2013 at 2:51 PM, Pruitt, Christopher (Bank of America
Account)  wrote:

> **
>  Hello All,
>
> We are stumped on an issue and was hoping someone on the list would have
> an idea why this would be occurring after upgrading from ARS version 7.1
> with it works on to 7.6.04 and now it does not. This is regarding Emails
> being generated in a Filter by Notify contain a Subject line without
> variable substitution. The message text is working okay. Any ideas?
>
> Here are the details:
>
> The filter has the following set on it.
>
> Set Fields  From: Task_Details_Join
>
> Set Field If
> 'Task_Details_Request_ID' = $Request ID$
>
> If No Requests Match: Set Fields to $NULL$
> If Multiple Requests Match: Use First Matching Request
>
> Field Mapping:
> Field Name   Value
> TempChar1   $OrderNumber$
> TempChar2   $LineTicketNumber$
>
> Notify
> Notify Text: Order $TempChar1$, ticket number $TempChar2$, the task $Full
> Task Name$ has been assigned to you as of $TIMESTAMP$.
> User Name: $Assigned_To_Email_Address$
> Priority: 0
> Mechanism: Email
> Subject: Order $TempChar1$ / # $TempChar2$ has a Task that has been
> assigned to you.
>
> Include Fields: None
>
> When we check the filter log it shows
> Checking " TASK-GA710-NOTAFY- New_Assignee`!" (710)
> >--> Passed -- perform actions
> > 0: Set Fields
> >   TempChar1 (6) = ORDER_TIC-0971986
> >   TempChar2 (60001) = 8097764-001
> > 1: Notify
> >   Priority: 0   Mechanism: Email   To: 
> > *tester1**@hp.com*
> >   Order ORDER_TIC-0971986, ticket number 8097764-001,
> the task 1.00.01 Add Line Item has been assigned to you as of 06/19/13
> 13:34:31.
> > Order   / #  has a Task that has been assigned to you.
>
> So you can see the Text did set the variables:
>
> TempChar1 and TempChar2 but the same two variables are also used on the
> Subject line and it just sets blank values in there. We have triple checked
> to make sure that the same variables are used in the Set Fields, Notify
> Subject and Notify Text and yet the Subject line the variables are NULL.
>
> Any clues as to why this is occurring after an upgrade?
>
> Our environment:
> Server OS: HP-UX B.11.31
> Database: Oracle 10.2.0.4.0 - 64bi
> Database Client Libraries: Oracle 11.2.0
> Remedy ARS version: 7.6.04 SP4 201209051922
>
>
> *Christopher Pruitt*
> Business Consulting III
> Remedy Developer
> BMC Certified Administrator: BMC Remedy AR System 7.6.04
> *HP Enterprises Services
> **christopher.pru...@hp.com
> **www.hp.com* 
>
>
> *Confidentiality Notice:* This message and any files transmitted with it
> are intended for the sole use of the entity or individual to whom it is
> addressed, and may contain information that is confidential, privileged,
> and exempt from disclosure under applicable law. If you are not the
> intended addressee for this e-mail, you are hereby notified that any
> copying, distribution, or dissemination of this e-mail is strictly
> prohibited. If you have received this e-mail in error, please immediately
> destroy, erase, or discard this message. Please notify the sender
> immediately by return e-mail if you have received this e-mail by mistake.
>
>
>
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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Any clue why this is happening?

[Pruitt, Christopher (Bank of America Account)]

Hello All,

We are stumped on an issue and was hoping someone on the list would have an 
idea why this would be occurring after upgrading from ARS version 7.1 with it 
works on to 7.6.04 and now it does not. This is regarding Emails being 
generated in a Filter by Notify contain a Subject line without variable 
substitution. The message text is working okay.  Any ideas?

Here are the details:

The filter has the following set on it.

Set Fields  From: Task_Details_Join

Set Field If
'Task_Details_Request_ID' = $Request ID$

If No Requests Match: Set Fields to $NULL$
If Multiple Requests Match: Use First Matching Request

Field Mapping:
Field Name  Value
TempChar1   $OrderNumber$
TempChar2   $LineTicketNumber$

Notify
Notify Text: Order $TempChar1$, ticket number $TempChar2$, the task $Full Task 
Name$ has been assigned to you as of $TIMESTAMP$.
User Name: $Assigned_To_Email_Address$
Priority: 0
Mechanism: Email
Subject: Order $TempChar1$ / # $TempChar2$ has a Task that has been assigned to 
you.

Include Fields: None

When we check the filter log it shows
Checking " TASK-GA710-NOTAFY- New_Assignee`!" (710)
>--> Passed -- perform actions
> 0: Set Fields
>   TempChar1 (6) = ORDER_TIC-0971986
>   TempChar2 (60001) = 8097764-001
> 1: Notify
>   Priority: 0   Mechanism: Email   To: 
> test...@hp.com
>   Order ORDER_TIC-0971986, ticket number 8097764-001, the 
> task 1.00.01 Add Line Item has been assigned to you as of 06/19/13 13:34:31.
> Order   / #  has a Task that has been assigned to you.

So you can see the Text did set the variables:

TempChar1 and TempChar2 but the same two variables are also used on the Subject 
line and it just sets blank values in there. We have triple checked to make 
sure that the same variables are used in the Set Fields, Notify Subject and 
Notify Text and yet the Subject line the variables are NULL.

Any clues as to why this is occurring after an upgrade?

Our environment:
Server OS: HP-UX B.11.31
Database: Oracle 10.2.0.4.0 - 64bi
Database Client Libraries: Oracle 11.2.0
Remedy ARS version: 7.6.04 SP4 201209051922


Christopher Pruitt
Business Consulting III
Remedy Developer
BMC Certified Administrator: BMC Remedy AR System 7.6.04

HP Enterprises Services
christopher.pru...@hp.com
www.hp.com



Confidentiality Notice: This message and any files transmitted with it are 
intended for the sole use of the entity or individual to whom it is addressed, 
and may contain information that is confidential, privileged, and exempt from 
disclosure under applicable law. If you are not the intended addressee for this 
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<>

Re: ITSM 8.1 SUSE 11. BPPM 9.0 - IBRSD/CMDB Extensions not working

[patrick zandi]

if you create another server -- Windows? or Solairs? and put it into your
configuration (server group) --- and load the IBRSD there.. it will work..
-- I am sure this is not what you had in mind, but it is a solution..
Cannot think of any other help for ya..



On Wed, Jun 19, 2013 at 2:08 PM, Mauricio M.  wrote:

> **
> Hello ARSList
>
> Can anyone provice feedback if this can work: Remedy AR System / ITSM  8.1
> on SUSE Linux 11 and BMC BPPM 9.0 on Red Hat. BRSD component and CMDB
> Extensions are not working since IBRSD component is not supported on SUSE
> 11. Is there anyone with this combination? Does anyone have a workaround?
>
> Thank you in advance,
>
> -Mauricio
> _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
Patrick Zandi

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ITSM 8.1 SUSE 11. BPPM 9.0 - IBRSD/CMDB Extensions not working

[Mauricio M.]

Hello ARSList

Can anyone provice feedback if this can work: Remedy AR System / ITSM  8.1
on SUSE Linux 11 and BMC BPPM 9.0 on Red Hat. BRSD component and CMDB
Extensions are not working since IBRSD component is not supported on SUSE
11. Is there anyone with this combination? Does anyone have a workaround?

Thank you in advance,

-Mauricio

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Re: AIE 7.6.4 Error - FIXED silly error

[Pargeter, Christie :CO IS]

My interfaces only runs at night so the account has a floating license.
It really helps if you have applied your floating licenses to the
server.  Once I applied them everything started working.

 

Thank you for the help!

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Wednesday, June 19, 2013 10:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: AIE 7.6.4 Error

 

** 

Chris,

 

The error seems to indicate that the system doesn't think you are an AR
System Administrator.

 

You indicate you have the Admin group in your group list.

 

Does this user have a Fixed license?  If not, remember, the
Administrator group rights are only obeyed if

you have a Fixed license.  If this user has a Floating or Read license,
they are not an Administrator.

 

If they do have a Fixed license, confirm that the system is recognizing
them as an Administrator.  For example,

try running Dev Studio as this user.  If you cannot, the system is not
recognizing you as an Administrator so

maybe something happened with their definition.  Try recreating this
user by removing all licensing and

permissions, saving the change, then adding them back and saving.  See
if that doesn't correct whatever is

wrong to make the user not be recognized as an Administrator.  Once the
user is recognized as an

Administrator, this error should go away.

 

These are my best guesses at what you should be looking at.


Doug Mueller

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Wednesday, June 19, 2013 6:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: AIE 7.6.4 Error

 

** 

No, single app server & single web server.  I did validate that my AIE
account has Administrator in the group list.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Wednesday, June 19, 2013 6:30 AM
To: arslist@ARSLIST.ORG
Subject: Re: AIE 7.6.4 Error

 

** 

Are you in a server group?  It sounds like AIE wants to be on the Admin
server. 

Rick

On Jun 19, 2013 6:19 AM, "Pargeter, Christie :CO IS" 
wrote:

** 

Hi All - we went live last night!!  (Almost 4 years after going live
with ITSM 7.0.3)  But I have one issue.  I found out that my AIE
mappings aren't working on the new server and when I try to create a new
mapping I am getting the following error.

 

 Set fields active link running a process failed

Not AR Admin (ARERR 1603)

 

The preceding message occurred during the execution of active link
EIE:MI-ARForm_ClickCreateButton08 -- action 2. (ARNOTE 1101)

 

I looked at this AL and have no idea why it is throwing an error.

 

ARS 7.6.4 SP 4

ITSM 7.6.4 SP 4

RKM 7.6.4 SP 4

SLM 7.6.4 SP 1

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 4

 

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

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

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

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


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Re: AIE 7.6.4 Error

[Mueller, Doug]

Chris,

The error seems to indicate that the system doesn't think you are an AR System 
Administrator.

You indicate you have the Admin group in your group list.

Does this user have a Fixed license?  If not, remember, the Administrator group 
rights are only obeyed if
you have a Fixed license.  If this user has a Floating or Read license, they 
are not an Administrator.

If they do have a Fixed license, confirm that the system is recognizing them as 
an Administrator.  For example,
try running Dev Studio as this user.  If you cannot, the system is not 
recognizing you as an Administrator so
maybe something happened with their definition.  Try recreating this user by 
removing all licensing and
permissions, saving the change, then adding them back and saving.  See if that 
doesn't correct whatever is
wrong to make the user not be recognized as an Administrator.  Once the user is 
recognized as an
Administrator, this error should go away.

These are my best guesses at what you should be looking at.

Doug Mueller

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Wednesday, June 19, 2013 6:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: AIE 7.6.4 Error

**
No, single app server & single web server.  I did validate that my AIE account 
has Administrator in the group list.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Wednesday, June 19, 2013 6:30 AM
To: arslist@ARSLIST.ORG
Subject: Re: AIE 7.6.4 Error

**

Are you in a server group?  It sounds like AIE wants to be on the Admin server.

Rick
On Jun 19, 2013 6:19 AM, "Pargeter, Christie :CO IS" 
mailto:cparg...@lhs.org>> wrote:
**
Hi All - we went live last night!!  (Almost 4 years after going live with ITSM 
7.0.3)  But I have one issue.  I found out that my AIE mappings aren't working 
on the new server and when I try to create a new mapping I am getting the 
following error.

 Set fields active link running a process failed
Not AR Admin (ARERR 1603)

The preceding message occurred during the execution of active link 
EIE:MI-ARForm_ClickCreateButton08 -- action 2. (ARNOTE 1101)

I looked at this AL and have no idea why it is throwing an error.

ARS 7.6.4 SP 4
ITSM 7.6.4 SP 4
RKM 7.6.4 SP 4
SLM 7.6.4 SP 1
Window 2008 - 64 Bit
MS SQ 2005
IIS/Tomcat
MidTier 7.6.4 SP 4

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

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WWRUG13, Look Who's Talking!

[Doug Blair]

Hello ARSList!

A few days ago we were pleased to announce the keynote speakers for WWRUG13, 
September 30 through October 4 in San Jose. Though these presentations by Kia 
Benhia, Matthew Dircks and Doug Mueller are indeed noteworthy, they are just 
the start of our amazing week!

By far the biggest reasons to attend WWRUG13 are the individual speakers and 
panelists in more than 100 breakout sessions! We are still doing a little 
shuffling with the schedules, but thought you would like a chance to get to 
know them ahead of time. Many of these are familiar names from earlier 
conferences, BMC Communities and the ARSList, but there are a few first-timers 
who arrive with new and exciting ideas! There are about 75 speaker bios on our 
website now, complete with cute little pictures and way more detail than they 
thought we would publish. You can meet our WWRUG13 presenters at 

http://www.wwrug13.com/speakers.html

As long as we have your attention, there is a just a month remaining for 
discounted conference registration. The current price lasts through July 19th. 
The WWRUG13 website registration page includes links to the conference hotel, 
The Fairmont San Jose. You must follow that link to get the discounted room 
rates.

http://www.wwrug13.com/registrations.html

See you in San Jose!

Doug Blair
WWRUG Advisory Board
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Re: AIE 7.6.4 Error

[Pargeter, Christie :CO IS]

No, single app server & single web server.  I did validate that my AIE
account has Administrator in the group list.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Wednesday, June 19, 2013 6:30 AM
To: arslist@ARSLIST.ORG
Subject: Re: AIE 7.6.4 Error

 

** 

Are you in a server group?  It sounds like AIE wants to be on the Admin
server. 

Rick

On Jun 19, 2013 6:19 AM, "Pargeter, Christie :CO IS" 
wrote:

** 

Hi All - we went live last night!!  (Almost 4 years after going live
with ITSM 7.0.3)  But I have one issue.  I found out that my AIE
mappings aren't working on the new server and when I try to create a new
mapping I am getting the following error.

 

 Set fields active link running a process failed

Not AR Admin (ARERR 1603)

 

The preceding message occurred during the execution of active link
EIE:MI-ARForm_ClickCreateButton08 -- action 2. (ARNOTE 1101)

 

I looked at this AL and have no idea why it is throwing an error.

 

ARS 7.6.4 SP 4

ITSM 7.6.4 SP 4

RKM 7.6.4 SP 4

SLM 7.6.4 SP 1

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 4

 

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

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


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Re: AIE 7.6.4 Error

[Rick Cook]

Are you in a server group?  It sounds like AIE wants to be on the Admin
server.

Rick
On Jun 19, 2013 6:19 AM, "Pargeter, Christie :CO IS" 
wrote:

> **
>
> Hi All – we went live last night!!  (Almost 4 years after going live with
> ITSM 7.0.3)  But I have one issue.  I found out that my AIE mappings aren’t
> working on the new server and when I try to create a new mapping I am
> getting the following error.
>
> ** **
>
>  Set fields active link running a process failed
>
> Not AR Admin (ARERR 1603)
>
> ** **
>
> The preceding message occurred during the execution of active link
> EIE:MI-ARForm_ClickCreateButton08 -- action 2. (ARNOTE 1101)
>
> ** **
>
> I looked at this AL and have no idea why it is throwing an error.
>
> ** **
>
> ARS 7.6.4 SP 4
>
> ITSM 7.6.4 SP 4
>
> RKM 7.6.4 SP 4
>
> SLM 7.6.4 SP 1
>
> Window 2008 – 64 Bit
>
> MS SQ 2005
>
> IIS/Tomcat
>
> MidTier 7.6.4 SP 4
>
> ** **
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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AIE 7.6.4 Error

[Pargeter, Christie :CO IS]

Hi All - we went live last night!!  (Almost 4 years after going live
with ITSM 7.0.3)  But I have one issue.  I found out that my AIE
mappings aren't working on the new server and when I try to create a new
mapping I am getting the following error.

 

 Set fields active link running a process failed

Not AR Admin (ARERR 1603)

 

The preceding message occurred during the execution of active link
EIE:MI-ARForm_ClickCreateButton08 -- action 2. (ARNOTE 1101)

 

I looked at this AL and have no idea why it is throwing an error.

 

ARS 7.6.4 SP 4

ITSM 7.6.4 SP 4

RKM 7.6.4 SP 4

SLM 7.6.4 SP 1

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 4

 


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Re: Issue in Mapping SRD's

[Pierson, Shawn]

Rajesh,

Did you skip the PDT part?  SRDs don't directly connect to AOTs, so you have to 
create variables to map to the AOT fields as an intermediary between the SRD 
and the AOT.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rajesh Shinde
Sent: Tuesday, June 18, 2013 11:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Issue in Mapping SRD's

Hello All,

Applogoes for the confustion.
I am using SRM 2.2.00.
When i click on the Process Template Mapping button in the SRD form,I do not 
see the Fields in the Fullfilment Application fields table for the Fullfilmant 
template.(Though I have added the Target data in the
AOT)

Regards,
Rajesh


On 6/18/13, Carl Wilson  wrote:
> Hi,
> As mentioned by others, you need to re-select the PDT for the new
> values to be exposed back to the SRD.
> This however leads on to the pain of having to re-map the whole SRD
> Questions > PDT Variables.
>
> I have created a small customisation to aid in the re-mapping where
> you can save the current values (in Notepad or similar) and paste back
> in the old mappings - still some manual work but less that re-mapping
> the full SRD if you have large concatenations on the mappings.
>
>
> http://www.missingpiecessoftware.com/site-map/articles/76-srd-quick-ed
> it
>
>
> Kind Regards,
>
> Carl Wilson
>
>
> http://www.missingpiecessoftware.com/
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Rajesh Shinde
> Sent: 18 June 2013 17:31
> To: arslist@ARSLIST.ORG
> Subject: Issue in Mapping SRD's
>
> Hello All,
>
> We are facing an issue while Remapping SRD's.
>
> Scenario:
>
> We have to remap few SRD's such that the Service Request
> question-answers flow down till the Work Orders.
>
>>> These SRD's have common AOT (same or different PDT's).
>
> What we have done :
>
> 1. We have taken all the SRD's offline which are related to the AOT.
> 2. Added the Required fields in the AOT.
> 3. Now for some of the SRD's (not all) when we go to SRD and click on
> the mappings, we do not find the fields which we have added in the AOT (Step 
> 2).
>
>
> Can you please let me know what could be the reason for this behavior?
>
> Thanks and Regards,
> Rajesh
>
> __
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>
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>

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

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Re: Mobility with IPhone.

[Frex Popo]

Hi Mike,
 
Yes I have spoke to BMC, they have nothing that supports 7.1 :) So an upgrade 
to at least 7.6.04 is needed if not v8.0 or v8.1.
 
Regards
frex
 


 De : Mike Tomasiewicz (ConAgra Foods) 
À : arslist@ARSLIST.ORG 
Envoyé le : Lundi 17 juin 2013 15h05
Objet : Re: Mobility with IPhone.
  


** 
Frex,
 
Have you considered BMC Mobility? 
 
.: Mike T :.
 
From:Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Frex Popo
Sent: Sunday, June 16, 2013 3:10 PM
To: arslist@ARSLIST.ORG
Subject: Mobility with IPhone.
 
** 
Hello everyone,
 
I have a requirement to look for some Mobility to ITSM solution and need your 
views on this one.
 
We have an ARS7.1/ITSM7.3 installation, some infrastructure and maintenance 
team are always on the go and need to start updating their work orders offline 
through IPhones.
 
Are there any solutions which don’t need too much time to install and configure 
and not customisation to the exiting ITSM application? Something not time 
consuming to deploy as we only have a window of a month to get this 
implemented. 
 
Best Regards
frex
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Re: Error during processing : ARERR [9241] Cannot create report directory

[itsm.support]

Hi Simon,

 

Alternatively you can also check below: 

 

1. In Midtier Configuration Tool->Report Settings->Working directory:

Abosolute path:  /ARSystemInstallDir/midtier/reports (Installation user must 
have Read/Write access to directory)

2. Check and update midtier web.xml file (/ARSystem/midtier/WEB-INF):





WORKING_FOLDER_ACCESS_ONLY

false



 

--

Regards,

Ganesh

 

Vyom Labs Pvt. Ltd.

BSM Solutions & Services || ITIL Consulting & Training

Email: [hidden email]  || Web Site: www.vyomlabs.com Follow Vyom Labs 
http://twitter.com/#!/vyomlabs || http://www.linkedin.com/company/vyom-labs

 

 

-Original Message-
From: itsm.support [mailto:itsm.supp...@vyomlabs.com] 
Sent: Wednesday, June 19, 2013 12:26 PM
To: 'arslist@ARSLIST.ORG'
Subject: RE: Error during processing : ARERR [9241] Cannot create report 
directory

 

Hi Simon,

 

This issue is caused due to incorrect report directory path. Give proper 
absolute path(from / ) according to linux like : /remedy/mid-tier/reports 

for more detail visit link:-

 

Please check and correct the "Reporting Working Directory" from the mid-tier 
configuration tool.

 

https://communities.bmc.com/message/311596#311596

 

--

Regards,

Sunil

 

Vyom Labs Pvt. Ltd.

BSM Solutions & Services || ITIL Consulting & Training

Email: [hidden email]  || Web Site: www.vyomlabs.com Follow Vyom Labs 
http://twitter.com/#!/vyomlabs || http://www.linkedin.com/company/vyom-labs

-Original Message-

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

Sent: Wednesday, June 19, 2013 8:30 AM

To: arslist@ARSLIST.ORG

Subject: Error during processing : ARERR [9241] Cannot create report directory

 

Have been performing an upgrade from an unpatched version of 7.6.04 to 7.6.04 
SP4.  Having updated the mid tiers servers we get the following error message 
when trying to run a report.

 

Error during processing : ARERR [9241] Cannot create report directory 
/appl/BMC/ARSystem/midtier/reports/m11c23c11b16/A7E119CEC92161AB274B350726B50426.
 Please see your administrator.

 

Tis is all on a linux setup.  Have ensured the correct owner and group are 
specified for the mid tier servers directory paths.  Have also set permissions 
to allow full access.

 

Cannot see any java out of memory errors that maybe impacting the reports being 
generated.  Anyone got any ideas?

 

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