Adding New change reason value in 8.1
I am having issues when I add new change reason value in infrastructure change related forms. When I select the new change reason , the CRQ should move forward to Scheduled status from Draft. I have created a new process flow where the CRQ moves forward from Draft to Scheduled for No Impact changes and associated the new process flow to the Approval process config form. In approval process config form I have defined a record. In change template form when I have a old value in the Change Reason field say as Maintenance and try to create a CRQ, it works as expected. However When I have the new value in the Change reason field and create a CRQ but the CR is not moving from draft to Scheduled. Please any suggestions... Regards, Lokesh Jayaraman 9566066338 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Adding New change reason value in 8.1
Hi Lokesh, OOB workflow does work for OOB change reason field. You need to make sure OOB workflow also works for new attribute you have created for change reason field. Enable server side log and find out workflow use change reason field to initiate approval process and make sure same workflow understand new attribute. You may need to add same attribute to approval and change join from to carry same value further, check server side log for more details. Regards Kiran On Mon, Jul 22, 2013 at 12:33 PM, Lokesh Jayaraman lokeshjayara...@gmail.com wrote: ** I am having issues when I add new change reason value in infrastructure change related forms. When I select the new change reason , the CRQ should move forward to Scheduled status from Draft. I have created a new process flow where the CRQ moves forward from Draft to Scheduled for No Impact changes and associated the new process flow to the Approval process config form. In approval process config form I have defined a record. In change template form when I have a old value in the Change Reason field say as Maintenance and try to create a CRQ, it works as expected. However When I have the new value in the Change reason field and create a CRQ but the CR is not moving from draft to Scheduled. Please any suggestions... Regards, Lokesh Jayaraman 9566066338 _ARSlist: Where the Answers Are and have been for 20 years_ -- *Regards* * **Kiran Patil* *Cognizant Technology Solutions* *Pune, India* *Mob No: +91 989 037 7125 * ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Adding New change reason value in 8.1
Hi Lokesh, Below error indicates selection field does not have value is in the list being configured. For you need to add your new attribute to Approval-change join form as well. Check, transaction in filter+SQL log @ same timestamp mentioned in approval log, you will get it. APPR [Fri Jul 19 05:20:52.140] [Thread 1] ERROR - 306 Value does not fall within the limits specified for the field APPR [Fri Jul 19 05:20:52.140] [Thread 1] ERROR - 4502 Operation cancelled due to error APPR [Fri Jul 19 05:20:52.140] [Thread 1] ERROR - New-Details - CHG:Infrastructure Change - CRQ1120 Regards Kiran On Mon, Jul 22, 2013 at 2:31 PM, Lokesh Jayaraman lokeshjayara...@gmail.com wrote: ** Hi Kiran, I have compared the workflow between OOB change reason and newly added change reason. Everything looks same but approval logs shows error Value does not fallen with limit but not sure which form , I have receiving error. On Mon, Jul 22, 2013 at 2:14 PM, Kiran Patil kiranpatil@gmail.comwrote: ** Hi Lokesh, OOB workflow does work for OOB change reason field. You need to make sure OOB workflow also works for new attribute you have created for change reason field. Enable server side log and find out workflow use change reason field to initiate approval process and make sure same workflow understand new attribute. You may need to add same attribute to approval and change join from to carry same value further, check server side log for more details. Regards Kiran On Mon, Jul 22, 2013 at 12:33 PM, Lokesh Jayaraman lokeshjayara...@gmail.com wrote: ** I am having issues when I add new change reason value in infrastructure change related forms. When I select the new change reason , the CRQ should move forward to Scheduled status from Draft. I have created a new process flow where the CRQ moves forward from Draft to Scheduled for No Impact changes and associated the new process flow to the Approval process config form. In approval process config form I have defined a record. In change template form when I have a old value in the Change Reason field say as Maintenance and try to create a CRQ, it works as expected. However When I have the new value in the Change reason field and create a CRQ but the CR is not moving from draft to Scheduled. Please any suggestions... Regards, Lokesh Jayaraman 9566066338 _ARSlist: Where the Answers Are and have been for 20 years_ -- *Regards* * **Kiran Patil* *Cognizant Technology Solutions* *Pune, India* *Mob No: +91 989 037 7125 * _ARSlist: Where the Answers Are and have been for 20 years_ -- Lokesh Jayaraman 9566066338 “இறைவன் மனிதனுக்குச் சொன்னது *கீதை*, மனிதன் இறைவனுக்குச் சொன்னது *திருவாசகம*், மனிதன் மனிதனுக்குச் சொன்னது *திருக்குறள*்” _ARSlist: Where the Answers Are and have been for 20 years_ -- *Regards* * **Kiran Patil* *Cognizant Technology Solutions* *Pune, India* *Mob No: +91 989 037 7125 * ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Adding New change reason value in 8.1
Hi lokesh, I am assuming that you have configued a new status reason fr a change status from the Sys:Menu items .Now,you are getting the error while saving the request using this new change status reason.If you check the logs you will find that whatever you select in the status reason that value gets set in the status reason drop-down field(hidden field) where u need to configure your new status reason value.The error was coming as your new value is not configured in this status reason dropdown hidden field which gets saved when you save your change request instead of status reason menu display only field which is visible on the change request form.Please check the exact name of the field status reason in the log ,i don't remember the exact name. Regards, Prashant Gupta On Mon, Jul 22, 2013 at 2:31 PM, Lokesh Jayaraman lokeshjayara...@gmail.com wrote: ** Hi Kiran, I have compared the workflow between OOB change reason and newly added change reason. Everything looks same but approval logs shows error Value does not fallen with limit but not sure which form , I have receiving error. On Mon, Jul 22, 2013 at 2:14 PM, Kiran Patil kiranpatil@gmail.comwrote: ** Hi Lokesh, OOB workflow does work for OOB change reason field. You need to make sure OOB workflow also works for new attribute you have created for change reason field. Enable server side log and find out workflow use change reason field to initiate approval process and make sure same workflow understand new attribute. You may need to add same attribute to approval and change join from to carry same value further, check server side log for more details. Regards Kiran On Mon, Jul 22, 2013 at 12:33 PM, Lokesh Jayaraman lokeshjayara...@gmail.com wrote: ** I am having issues when I add new change reason value in infrastructure change related forms. When I select the new change reason , the CRQ should move forward to Scheduled status from Draft. I have created a new process flow where the CRQ moves forward from Draft to Scheduled for No Impact changes and associated the new process flow to the Approval process config form. In approval process config form I have defined a record. In change template form when I have a old value in the Change Reason field say as Maintenance and try to create a CRQ, it works as expected. However When I have the new value in the Change reason field and create a CRQ but the CR is not moving from draft to Scheduled. Please any suggestions... Regards, Lokesh Jayaraman 9566066338 _ARSlist: Where the Answers Are and have been for 20 years_ -- *Regards* * **Kiran Patil* *Cognizant Technology Solutions* *Pune, India* *Mob No: +91 989 037 7125 * _ARSlist: Where the Answers Are and have been for 20 years_ -- Lokesh Jayaraman 9566066338 “இறைவன் மனிதனுக்குச் சொன்னது *கீதை*, மனிதன் இறைவனுக்குச் சொன்னது *திருவாசகம*், மனிதன் மனிதனுக்குச் சொன்னது *திருக்குறள*்” _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: Adding New change reason value in 8.1
Are you using overlays? You'll need to create overlays for all of the chg join forms that have the status reason field. Especially the chg dtl-sig 3 way join form. Did you update the approval mappings form as well? Jason Bess On Jul 22, 2013, at 3:03 AM, Lokesh Jayaraman lokeshjayara...@gmail.com wrote: ** I am having issues when I add new change reason value in infrastructure change related forms. When I select the new change reason , the CRQ should move forward to Scheduled status from Draft. I have created a new process flow where the CRQ moves forward from Draft to Scheduled for No Impact changes and associated the new process flow to the Approval process config form. In approval process config form I have defined a record. In change template form when I have a old value in the Change Reason field say as Maintenance and try to create a CRQ, it works as expected. However When I have the new value in the Change reason field and create a CRQ but the CR is not moving from draft to Scheduled. Please any suggestions... Regards, Lokesh Jayaraman 9566066338 _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
Advanced Searches in ITSM Incident (UNCLASSIFIED)
Classification: UNCLASSIFIED Caveats: My Default Caveat All, Our customer is requesting statistics from Remedy. We do not have our Analytics currently installed. Is there a way to query Incident Management for number of tickets submitted, acknowledged within 12 hours and resolved within 48 hours? Thanks, Jameka ARS 7.6.4 SP 4 ITSM 7.6.4 SP 4 Window 2008 - 64 Bit MS SQL 2008 R2 IIS/Tomcat MidTier 7.6.4 SP 4 Classification: UNCLASSIFIED Caveats: My Default Caveat ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Advanced Searches in ITSM Incident (UNCLASSIFIED)
You would need to query the Status History field depending on how the customer acknowledges the Incident. -Original Message- From: Ratliff, Jameka L CIV USARMY INSCOM (US) (US) jameka.l.ratliff@mail.mil To: arslist arslist@ARSLIST.ORG Sent: Mon, Jul 22, 2013 1:43 pm Subject: Advanced Searches in ITSM Incident (UNCLASSIFIED) Classification: UNCLASSIFIED aveats: My Default Caveat All, Our customer is requesting statistics from Remedy. We do not have our Analytics urrently installed. Is there a way to query Incident Management for number of ickets submitted, acknowledged within 12 hours and resolved within 48 hours? Thanks, ameka ARS 7.6.4 SP 4 TSM 7.6.4 SP 4 indow 2008 - 64 Bit S SQL 2008 R2 IS/Tomcat idTier 7.6.4 SP 4 Classification: UNCLASSIFIED aveats: My Default Caveat ___ NSUBSCRIBE 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
Attachments Vanishing
Has anyone had this with 7.6.4? We are getting reports of a ton of Change tasks vanishing from the system. I asked my DBA to turn on logging for the B tables but I am not seeing anything. We are using the Classic view of ITSM 7.6.4. Thanks 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
BIRT ITSM Report
Hi All - I just tried adding the BIRT tool to my PC (version 2.5.1) and then tried to modify the OOTB Change report to correct the page height. I then tried to re-load that .rptdesign back to my dev server and now when I run the report it doesn't show anything. Is there a special way I have to upload these reports back into the system? Don't I just replace the file on the Report folder as I did with Crystal reports? 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
How to generate work infos and associate to incidents from incoming emails
Anyone know how BMC's support website takes incoming emails and associates them to incidents? I'm looking into how to do that, creating work info entries from incoming emails. We're on 7.5 ARS/ITSM and going to 8.X isn't an option at this time. TIA Jim ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Attachments Vanishing
How do you know they are Disappearing? Are they being assigned to someone, and when they go to look they are gone? Does someone add information to the task, and then it disappears? Do you have an audit trail of the Task being created? Are the tasks being created manually or via a task group or task template? On Mon, Jul 22, 2013 at 2:15 PM, Pargeter, Christie :CO IS cparg...@lhs.org wrote: ** Has anyone had this with 7.6.4? We are getting reports of a ton of Change tasks “vanishing” from the system. I asked my DBA to turn on logging for the B tables but I am not seeing anything. We are using the Classic view of ITSM 7.6.4. ** ** Thanks ** ** 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_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: How to generate work infos and associate to incidents from incoming emails
It can be pretty complicated. You will need to have workflow that watches the AR System Email messages form, and when an email comes in, you can, in the simplest case, use the HPD:IncidentInterface_Create form to push a new incident into Help Desk. YOu could then attach the email as a work info item, using the HPD:IncidentInterface and the Incident created previously. To get fancier, you could grab the user information from the from field, and use that to set the requester information on the incident during the initial create. It's not hard, but it's not enable this active link either. On Mon, Jul 22, 2013 at 2:30 PM, Jim Hetfield jim.hetfi...@gmail.comwrote: Anyone know how BMC's support website takes incoming emails and associates them to incidents? I'm looking into how to do that, creating work info entries from incoming emails. We're on 7.5 ARS/ITSM and going to 8.X isn't an option at this time. TIA Jim ___ 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: Attachments Vanishing
Hi Christie, Is it attachments that are vanishing from the system or Task records associated with Change Requests? If it is actual Task records disappearinghave you done an upgrade or anything recently? Were any Task records imported or migrated? Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Monday, July 22, 2013 2:16 PM To: arslist@ARSLIST.ORG Subject: Attachments Vanishing ** Has anyone had this with 7.6.4? We are getting reports of a ton of Change tasks vanishing from the system. I asked my DBA to turn on logging for the B tables but I am not seeing anything. We are using the Classic view of ITSM 7.6.4. Thanks 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_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Attachments Vanishing
Were the tasks saved before the Attachment was added? If not the attachment never really got attached. Teresa From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan Sent: Monday, July 22, 2013 1:34 PM To: arslist@ARSLIST.ORG Subject: Re: Attachments Vanishing ** Hi Christie, Is it attachments that are vanishing from the system or Task records associated with Change Requests? If it is actual Task records disappearinghave you done an upgrade or anything recently? Were any Task records imported or migrated? Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Monday, July 22, 2013 2:16 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Attachments Vanishing ** Has anyone had this with 7.6.4? We are getting reports of a ton of Change tasks vanishing from the system. I asked my DBA to turn on logging for the B tables but I am not seeing anything. We are using the Classic view of ITSM 7.6.4. Thanks 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_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: How to generate work infos and associate to incidents from incoming emails
It's pretty simple doing exactly what you propose. I built and tested basically that over a weekend, using an Escalation that pushes all incoming emails (with some basic validation) to an email processing form. From there I check for a valid People record tied to the email address in the From: field. I also reference back to the AR System Email Messages form and related forms to pull in any attachments that may exist. Beyond that, it's basically look for a few criteria to do specific things, such as looking for %INC0% in the subject line to update the Work Info of an existing Incident versus creating a new one. A colleague took it a few steps further, where we now have different email addresses that are tied to different Incident Templates via the To: or CC: fields. We basically create distribution lists that only contain the AR Email user, and route Incidents differently based on who it was sent to. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Douglas Hynson Sent: Monday, July 22, 2013 1:37 PM To: arslist@ARSLIST.ORG Subject: Re: How to generate work infos and associate to incidents from incoming emails ** It can be pretty complicated. You will need to have workflow that watches the AR System Email messages form, and when an email comes in, you can, in the simplest case, use the HPD:IncidentInterface_Create form to push a new incident into Help Desk. YOu could then attach the email as a work info item, using the HPD:IncidentInterface and the Incident created previously. To get fancier, you could grab the user information from the from field, and use that to set the requester information on the incident during the initial create. It's not hard, but it's not enable this active link either. On Mon, Jul 22, 2013 at 2:30 PM, Jim Hetfield jim.hetfi...@gmail.commailto:jim.hetfi...@gmail.com wrote: Anyone know how BMC's support website takes incoming emails and associates them to incidents? I'm looking into how to do that, creating work info entries from incoming emails. We're on 7.5 ARS/ITSM and going to 8.X isn't an option at this time. TIA Jim ___ 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_ 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: How to generate work infos and associate to incidents from incoming emails
Thanks Douglas. I can't figure out how to get the email to be picked up by the email engine to begin with, without submitting as a template, i.e. including #AR-Message-Begin and the server/user/pw etc. I've got filters on the Messages form to fire on submit where direction = Inbound, and to parse the INC out of the subject, and a staging form and lookup workflow between the AR System Email Messages form and HPD:IncidentInterface forms, but without the email being picked up to begin with, it's running pretty dry :). Any thoughts? ** It can be pretty complicated. You will need to have workflow that watches the AR System Email messages form, and when an email comes in, you can, in the simplest case, use the HPD:IncidentInterface_Create form to push a new incident into Help Desk. YOu could then attach the email as a work info item, using the HPD:IncidentInterface and the Incident created previously. To get fancier, you could grab the user information from the from field, and use that to set the requester information on the incident during the initial create. It's not hard, but it's not enable this active link either. On Mon, Jul 22, 2013 at 2:30 PM, Jim Hetfield jim.hetfi...@gmail.com wrote: Anyone know how BMC's support website takes incoming emails and associates them to incidents? I'm looking into how to do that, creating work info entries from incoming emails. We're on 7.5 ARS/ITSM and going to 8.X isn't an option at this time. TIA Jim ___ 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_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: [EXTERNAL] Re: Advanced Searches in ITSM Incident (UNCLASSIFIED)
Jameka: The acknowledgement is the tricky part if you don't have Analytics set up, because the Responded Date field doesn't get populated in all cases. And like Roger says, it depends on how you define acknowledgement at your site. For us, we set up Response targets in SLM based on the ticket's priority, which is how we would define acknowledgement - whether the response happened within target time for the ticket's priority. If you have set up SLM with targets for Incident Response Time, I can give you a suggestion for how you *might* be able to get you the information you want using BIRT reporting (or Crystal, if you are licensed for that). There is a trick to getting the resolved date via the HPD:Helpdesk form, too, if you start with advanced searches and want to run reports in the AR System Report Console. The Last Resolved Date field is not visible on the list of fields you can query in 7.6.04, but you can just manually enter 'Last Resolved Date' in your qualification and it'll query using it. Then if you need to actually SEE the Last Resolved Date in your report, you'll need to make sure you create an AR System report or a BIRT report. I know for sure it's not available for Web reports - I don't know about Crystal. Hope this helps, Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Tester 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 Roger Justice Sent: Monday, July 22, 2013 11:51 AM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] Re: Advanced Searches in ITSM Incident (UNCLASSIFIED) ** You would need to query the Status History field depending on how the customer acknowledges the Incident. -Original Message- From: Ratliff, Jameka L CIV USARMY INSCOM (US) (US) jameka.l.ratliff@mail.milmailto:jameka.l.ratliff@mail.mil To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Mon, Jul 22, 2013 1:43 pm Subject: Advanced Searches in ITSM Incident (UNCLASSIFIED) Classification: UNCLASSIFIED Caveats: My Default Caveat All, Our customer is requesting statistics from Remedy. We do not have our Analytics currently installed. Is there a way to query Incident Management for number of tickets submitted, acknowledged within 12 hours and resolved within 48 hours? Thanks, Jameka ARS 7.6.4 SP 4 ITSM 7.6.4 SP 4 Window 2008 - 64 Bit MS SQL 2008 R2 IIS/Tomcat MidTier 7.6.4 SP 4 Classification: UNCLASSIFIED Caveats: My Default Caveat ___ 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_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
ARSList Award Voting Time
It is now time to VOTE for this years ARSList MVP and BMC Beyond the Call. The rules changed a bit this year regarding the nomination process, which allows us to have a larger pool of nominees than would normally be available, which brings its own challenges. The voting will run 4 weeks this year. I'm going to run it as several voting rounds with people being eliminated, and by the final round have finalists. This year we have a record number of nominees. Here are the rules. * Voting starts now and ends Sunday August 18th at 5PM EST * Voting is by the Individual REAL person, so redistribution lists don't vote, your identity must be known, and those that have multiple subscriptions still get only one vote * BMC Software employees on the ARSList are eligible to vote * All decisions of myself or the oversight panel are final (if I have to make a controversial decision, I confer with 3 past MVP winners for their opinion) * The Award will be made on Thursday October 3rd at WWRUG13: Award Ceremony during the WWRUG Awards keynote. [no one knows the winner(s) until then, well okay, except me and Daniel] * *PLEASE SEND VOTES TO arslistawa...@wwrug.com FOR THEM TO COUNT* MVP VOTING FORMAT: Each Person voting gets to vote for their top 3 picks. 1st, 2nd, 3rd, each position has a weight to it. At the end of 2 weeks, we will have a runoff of the top 3 nominees where we will use the same format, which should give us a clear winner, if a tie does occur, we will cull the 3rd place votes and see if that gives a winner. In the unlikely event that we still don't have a winner, then just the top 1 vote will count. If then, we still have a tie, Daniel and I will confer with past winners to break the tie. MVP Nominees are *Axton Grams* - Winner of the MVP in 2006, he is a steady member of the community that provides resources both on and off list. His nomination this year called out his knowledge of integrations and server setups as a key factor of his helpful nature. *Carl Wilson* - While a relative newcomer to the ARSList, Carl has been part of the BMC Remedy community for quite a few years and since joining the list has helped many members with a variety of problems. His nomination this year specifically called out his knowledge on SRM and ITSM. *Clair Sanford* - Clair is a staple of the ARSList, both asking questions and answering other peoples questions. Her nomination this year didn't call out any specific areas of expertise, but instead discussed her general knowledge and willingness to help anyone. *David Easter* - David is an ever present authority an all things Remedy. His nomination this year discussed his in depth knowledge of documentation, quite often with links to the official BMC pages. His posts are always thought out and detailed in nature. *Frederick W Grooms* - A modern day renaissance man, Fred's nomination this year speaks to a man of many talents from workflow and upgrades to OS issues and more. He often provides details that obviously require investigation and work on his end before responding. *Jason Miller* - Often the purveyor of arcane knowledge, Jason is willing to help people both on and off list. His nomination this year stated that Jason is so helpful in so many areas that it's hard to pinpoint specific areas of specialty. *Laurent Matheo* - Laurent is new to the ARSList, but not new to Remedy. After meeting him at last years RUG event and telling him that the ARSList is 'where it's at', he happily joined the list and has become a regular fixture seeming to specialize in thinking outside the box and finding creative solutions to everyday problems. *Mark Brittain* - There almost isn't a day that goes by that you don't find Mark posting a question or answering one on the ARSList. He is quite often ready to either come up with a creative solution to your problem, or point you to BMC Documentation on how to do it. *Tauf Choudhury* - Tauf takes the ARSList to a whole different level by answering his posts while on the go. Tauf regularly posts solutions to problem in every realm, but his contribution in the SRM arena was specifically called out in his nomination. The BMC Vote will be run in the standard one vote per person format for a period of 4 weeks total. BMC Beyond the Call Nominees are *Doug Mueller* - As THE founding father of Remedy, Doug has inside knowledge like no one else. His posts to the list are regularly longer than average, and chock full of more information than you might get out of a week long training class. *Ryan Downing* - A relative newcomer to the list, Ryan has stepped up and is becoming a regular fixture. His posts are knowledgeable, in depth, and quite often reported as fixing the problem. Let the voting begin. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Attachments Vanishing
This has nothing to do with Tasks. This is all around the attachments on the parent Change's Work Info tab. Our Help Desk is building these Changes with a template then go in and add a Work Info with an attachment (Summary is just notes CRQ then attach the document). Then they select Next Stage Save to the db (all of this is at the Mode = Create). Then we hear that the attachment either never arrives to the other team or it vanishes after a couple of days. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Monday, July 22, 2013 11:16 AM To: arslist@ARSLIST.ORG Subject: Attachments Vanishing ** Has anyone had this with 7.6.4? We are getting reports of a ton of Change tasks vanishing from the system. I asked my DBA to turn on logging for the B tables but I am not seeing anything. We are using the Classic view of ITSM 7.6.4. Thanks 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_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Email Daemon logging
Irritating issue on our 7.0.1 patch 012 server (running on Solaris against Oracle) - email logging. The AR Email Error Logs form is always being populated. I set the entries in the logging.properties file to : com.remedy.arsys.emaildaemon.level = SEVERE com.remedy.arsys.emaildaemon.ARSystemHandler.level = SEVERE So it should only be showing those messages of a SEVERE level? Yet we're still getting INFO, FINER, FINEST, etc. With the number of emails we have going through per day, thats a lot of additional database activity. I've tried a few different settings, it always seems to be ignored. Even commenting out the lines makes no difference. Is there another setting hidden somewhere in the depths of the AR System that needs to be changed? Ta Dave ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Attachments Vanishing
The users may need to do a save prior to using the Next stage button on the process flow bar - The work info records are stored in a separate table and I am not postive that the Next Stage takes care of saving the work info record. I am sure someone else will come along and confirm/deny... On Mon, Jul 22, 2013 at 4:17 PM, Pargeter, Christie :CO IS cparg...@lhs.org wrote: ** This has nothing to do with Tasks. This is all around the attachments on the parent Change’s Work Info tab. Our Help Desk is building these Changes with a template then go in and add a Work Info with an attachment (Summary is just “notes CRQ” then attach the document). Then they select Next Stage Save to the db (all of this is at the Mode = Create). ** ** Then we hear that the attachment either never arrives to the other team or it “vanishes” after a “couple of days”. ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Pargeter, Christie :CO IS *Sent:* Monday, July 22, 2013 11:16 AM *To:* arslist@ARSLIST.ORG *Subject:* Attachments Vanishing ** ** ** Has anyone had this with 7.6.4? We are getting reports of a ton of Change tasks “vanishing” from the system. I asked my DBA to turn on logging for the B tables but I am not seeing anything. We are using the Classic view of ITSM 7.6.4. ** ** Thanks ** ** 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_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ARSList Award Voting Time
Claire, Please accept my sincerest apologies in the misspelling of your name. It is now time to VOTE for this years ARSList MVP and BMC Beyond the Call. The rules changed a bit this year regarding the nomination process, which allows us to have a larger pool of nominees than would normally be available, which brings its own challenges. The voting will run 4 weeks this year. I'm going to run it as several voting rounds with people being eliminated, and by the final round have finalists. This year we have a record number of nominees. Here are the rules. * Voting starts now and ends Sunday August 18th at 5PM EST * Voting is by the Individual REAL person, so redistribution lists don't vote, your identity must be known, and those that have multiple subscriptions still get only one vote * BMC Software employees on the ARSList are eligible to vote * All decisions of myself or the oversight panel are final (if I have to make a controversial decision, I confer with 3 past MVP winners for their opinion) * The Award will be made on Thursday October 3rd at WWRUG13: Award Ceremony during the WWRUG Awards keynote. [no one knows the winner(s) until then, well okay, except me and Daniel] * *PLEASE SEND VOTES TO arslistawa...@wwrug.com FOR THEM TO COUNT* MVP VOTING FORMAT: Each Person voting gets to vote for their top 3 picks. 1st, 2nd, 3rd, each position has a weight to it. At the end of 2 weeks, we will have a runoff of the top 3 nominees where we will use the same format, which should give us a clear winner, if a tie does occur, we will cull the 3rd place votes and see if that gives a winner. In the unlikely event that we still don't have a winner, then just the top 1 vote will count. If then, we still have a tie, Daniel and I will confer with past winners to break the tie. MVP Nominees are *Axton Grams* - Winner of the MVP in 2006, he is a steady member of the community that provides resources both on and off list. His nomination this year called out his knowledge of integrations and server setups as a key factor of his helpful nature. *Carl Wilson* - While a relative newcomer to the ARSList, Carl has been part of the BMC Remedy community for quite a few years and since joining the list has helped many members with a variety of problems. His nomination this year specifically called out his knowledge on SRM and ITSM. *Claire Sanford* - Claire is a staple of the ARSList, both asking questions and answering other peoples questions. Her nomination this year didn't call out any specific areas of expertise, but instead discussed her general knowledge and willingness to help anyone. *David Easter* - David is an ever present authority an all things Remedy. His nomination this year discussed his in depth knowledge of documentation, quite often with links to the official BMC pages. His posts are always thought out and detailed in nature. *Frederick W Grooms* - A modern day renaissance man, Fred's nomination this year speaks to a man of many talents from workflow and upgrades to OS issues and more. He often provides details that obviously require investigation and work on his end before responding. *Jason Miller* - Often the purveyor of arcane knowledge, Jason is willing to help people both on and off list. His nomination this year stated that Jason is so helpful in so many areas that it's hard to pinpoint specific areas of specialty. *Laurent Matheo* - Laurent is new to the ARSList, but not new to Remedy. After meeting him at last years RUG event and telling him that the ARSList is 'where it's at', he happily joined the list and has become a regular fixture seeming to specialize in thinking outside the box and finding creative solutions to everyday problems. *Mark Brittain* - There almost isn't a day that goes by that you don't find Mark posting a question or answering one on the ARSList. He is quite often ready to either come up with a creative solution to your problem, or point you to BMC Documentation on how to do it. *Tauf Choudhury* - Tauf takes the ARSList to a whole different level by answering his posts while on the go. Tauf regularly posts solutions to problem in every realm, but his contribution in the SRM arena was specifically called out in his nomination. The BMC Vote will be run in the standard one vote per person format for a period of 4 weeks total. BMC Beyond the Call Nominees are *Doug Mueller* - As THE founding father of Remedy, Doug has inside knowledge like no one else. His posts to the list are regularly longer than average, and chock full of more information than you might get out of a week long training class. *Ryan Downing* - A relative newcomer to the list, Ryan has stepped up and is becoming a regular fixture. His posts are knowledgeable, in depth, and quite often reported as fixing the problem. Let the voting begin. On Mon, Jul 22, 2013 at 2:16 PM, LJ LongWing lj.longw...@gmail.com wrote: It is now time to VOTE for this years ARSList MVP and BMC Beyond the Call. The
Re: Attachments Vanishing
Do you have server side logging turned on? If you have Filter/SQL/Escalation logging turned on you should be able to search for the INSERT/DELETE to the B table and see who did it and if you are really lucky the workflow that did it. One you know who and when you can hopefully identify a user procedure that is being done (or not done) or system oddity that is doing it. In the last 8 months or so I have become a fan of leaving server side logging on full time. I have been able to track down so many odd things by logging API/SQL/Filter/Escalations to one ~2 GB log file. PLUG: I have seen a preview of the tools that will be demonstrated in the Log Parsing and Management session at WWRUG13 ( http://wwrug13.com/breakouts.html) and these are amazing for making that 2 GB log file something manageable and useful in a hurry. Jason On Mon, Jul 22, 2013 at 1:17 PM, Pargeter, Christie :CO IS cparg...@lhs.org wrote: ** This has nothing to do with Tasks. This is all around the attachments on the parent Change’s Work Info tab. Our Help Desk is building these Changes with a template then go in and add a Work Info with an attachment (Summary is just “notes CRQ” then attach the document). Then they select Next Stage Save to the db (all of this is at the Mode = Create). ** ** Then we hear that the attachment either never arrives to the other team or it “vanishes” after a “couple of days”. ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Pargeter, Christie :CO IS *Sent:* Monday, July 22, 2013 11:16 AM *To:* arslist@ARSLIST.ORG *Subject:* Attachments Vanishing ** ** ** Has anyone had this with 7.6.4? We are getting reports of a ton of Change tasks “vanishing” from the system. I asked my DBA to turn on logging for the B tables but I am not seeing anything. We are using the Classic view of ITSM 7.6.4. ** ** Thanks ** ** 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_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Advanced Searches in ITSM Incident (UNCLASSIFIED)
Assuming you have response and resolution SLAs and use the SLM engine then use the Helpdesk_SLA join. This will provide elapsed time if the relevant SLA (at least since the last update). Search using the submit_date and pump into Crystal reports or Excel for a breakdown Stuart Schon Service Desk Systems - Manager Fujitsu Australia Limited From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice Sent: Tuesday, 23 July 2013 3:51 AM To: arslist@ARSLIST.ORG Subject: Re: Advanced Searches in ITSM Incident (UNCLASSIFIED) ** You would need to query the Status History field depending on how the customer acknowledges the Incident. -Original Message- From: Ratliff, Jameka L CIV USARMY INSCOM (US) (US) jameka.l.ratliff@mail.mil To: arslist arslist@ARSLIST.ORG Sent: Mon, Jul 22, 2013 1:43 pm Subject: Advanced Searches in ITSM Incident (UNCLASSIFIED) Classification: UNCLASSIFIED Caveats: My Default Caveat All, Our customer is requesting statistics from Remedy. We do not have our Analytics currently installed. Is there a way to query Incident Management for number of tickets submitted, acknowledged within 12 hours and resolved within 48 hours? Thanks, Jameka ARS 7.6.4 SP 4 ITSM 7.6.4 SP 4 Window 2008 - 64 Bit MS SQL 2008 R2 IIS/Tomcat MidTier 7.6.4 SP 4 Classification: UNCLASSIFIED Caveats: My Default Caveat ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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
Re: How to generate work infos and associate to incidents from incoming emails
Hi, You can use one fixed user for all email coming from unregister email I'd in remedy and say requter's FN, LN, location same for all same kind of request except email I'd. Carry same email I'd (from where original email come) on incident form (through interface form) in customer email I'd field. Here even if you have fixed user for unregister email I'd, system will sent all customer notification to requter's email I'd. Regards Kiran On Tue, 23 Jul 2013 00:23:59 +0550, arslist@ARSLIST.ORG wrote: Thanks Douglas. I can't figure out how to get the email to be picked up by the email engine to begin with, without submitting as a template, i.e. including #AR-Message-Begin and the server/user/pw etc. I've got filters on the Messages form to fire on submit where direction = Inbound, and to parse the INC out of the subject, and a staging form and lookup workflow between the AR System Email Messages form and HPD:IncidentInterface forms, but without the email being picked up to begin with, it's running pretty dry :). Any thoughts? ** It can be pretty complicated. You will need to have workflow that watches the AR System Email messages form, and when an email comes in, you can, in the simplest case, use the HPD:IncidentInterface_Create form to push a new incident into Help Desk. YOu could then attach the email as a work info item, using the HPD:IncidentInterface and the Incident created previously. To get fancier, you could grab the user information from the from field, and use that to set the requester information on the incident during the initial create. It's not hard, but it's not enable this active link either. On Mon, Jul 22, 2013 at 2:30 PM, Jim Hetfield jim.hetfi...@gmail.com wrote: Anyone know how BMC's support website takes incoming emails and associates them to incidents? I'm looking into how to do that, creating work info entries from incoming emails. We're on 7.5 ARS/ITSM and going to 8.X isn't an option at this time. TIA Jim ___ 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_ ___ 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
