Remedy force to ITSM 8.1 Migration

[Bhupesh Gupta]

Can you please help me with some tinkers how to migrate data from Remedy
force to ITSM 8.1





I am looking for a POC and a mapping document (Remedy force -IM&CM)


-- 
Regards,
Bhupesh Gupta

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Re: Midtier 7.6 sp 4 on websphere 8 is not working, any suggestions?Partially Resolved

[Deyon Dussie]

Pascale,

Webadmin just made change. The application is not showing any redirection 
issue. 

Thank you very much ...

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Re: Setting Text Color of Checkbox and Radio Button Fields

[Ray Gellenbeck]

Thanks.  I'll just go with a grey background before I mess with the css path.  
Seems borderline dumb to allow changing of the label color but not changing the 
data color.  You can even set the data FONT in some field types, but never 
color.  sigh.

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Re: Setting Text Color of Checkbox and Radio Button Fields

[Grooms, Frederick W]

Actually I don't see setting the data color of ANY type of field.

Label/Text color does exactly what it says
   On Data type fields it set's the label's color.
   On Trim fields (the text displayed is really the label) it sets the color of 
the text.

You might be able to do it using custom CSS styles

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Gellenbeck
Sent: Wednesday, August 14, 2013 4:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: Setting Text Color of Checkbox and Radio Button Fields

**
Last call before I give up...anybody?


From: Ray Gellenbeck mailto:raygellenb...@yahoo.com>>
To: arslist@ARSLIST.ORG
Sent: Wednesday, August 14, 2013 5:43 AM
Subject: Re: Setting Text Color of Checkbox and Radio Button Fields

Just tested/verified the problem on new test form.  Here's how to see my 
problem quickly...

1.  Create new form (display-only or regular)
2.  Under appearance, set background color to custom and make it black
3.  Add a small trim box and set its background color to custom light gray.
4.  Add a radio button field and set the COLOR - Label\Text Color attribute to 
custom white.

Note that only the label text goes white.  The data text (Default1) stays 
black.  Verify by moving the radio button data over the gray trim box.

Demonstrated problem: Label\Text Color attribute does not change data color on 
selection fields (radio button and check box) data text.

Solutions?



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Re: Has anyone installed 8.1.00.001 yet (8.1 patch 1)? - RESOLVED

[Thad Esser]

LJ hit the nail on the head with this one.  Once we cleared out the temp
folder, the install ran correctly.  When I suggested that maybe they should
delete those files as part of the install (before or after), support said
that the temp files should be cleared when the server reboots.  For us,
that doesn't appear to be the case (looked at other servers that had an
installation a long time ago, and we have weekly reboots).

As far as the Dev Studio install on my PC, we couldn't figure that one out
and ended up just doing a file-replace.

Thanks everyone for the suggestions and guidance.

Thad


On Wed, Aug 14, 2013 at 1:22 PM, Carl Wilson  wrote:

> **
>
> Hi,
>
> I have encountered a similar issue with patching and having the 7.6.04
> User Tool installed on the server you are patching, the User Tool updated
> the XML and the patch files would not run for 8.0 due to the 7.6.04
> reference being present in the same XML - so seems like this issue is
> somewhat still present.
>
> ** **
> --
>
>  
>
> Kind Regards,
>
>  
>
> *Carl Wilson*
>
>  
>
> http://www.missingpiecessoftware.com/
>
> ** **
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Longwing, Lj
> *Sent:* 14 August 2013 17:57
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Has anyone installed 8.1.00.001 yet (8.1 patch 1)?
>
> ** **
>
> ** 
>
> Thad,
>
> After an extensive call with support (still ongoing in one environment),
> it picks the installed components automatically out of any xml files it
> encounters...but the problem is that it may pick the 'wrong' fileso, my
> recommendation for you would be to find all of the
> *InstalledConfiguration.xml files and rename those that you don't want the
> patch installer touching...and go through the ones you leave in place and
> make sure that everything is working 'as designed' in that file before
> trying the install again.
>
> ** **
>
> On Wed, Aug 14, 2013 at 10:50 AM, Thad Esser  wrote:
> 
>
> ** 
>
> Laurent,
>
> ** **
>
> When I run the installer on the server, there is maybe 4 screens to click
> "Next" through (welcome, agree to terms, etc) but none that let me select
> any options.  Which doesn't bother me so much as I know BMC is trying to
> make their installs less needy, but then on the installation review screen,
> the only thing that it says its going to install is Developer Studio.
>  There is no on-screen acknowledgement that any AR Server components will
> be installed.  On the advisement of support, I went ahead and clicked
> install with the hopes that the server stuff would be installed anyway.
>  The installer reports success and I now have Dev studio on my server
> (wasn't the goal), but no indication that the AR server itself is at patch
> 1 (looked at server configuration, share:application properties, and the
> "installed configuration" in the maintenance tool).
>
> ** **
>
> To add to the oddness, when I run the installer on my PC with the intent
> of bringing Dev Studio up to patch 1, I get an error "No features are
> selected to install".  Of course, it never gave me a window to select any
> options.
>
> ** **
>
> Anyway, it sounds like there is an issue with my environment, as you guys
> aren't having the same issues.
>
> ** **
>
> Thanks for helping me check.
>
> Thad
>
> ** **
>
> On Wed, Aug 14, 2013 at 12:26 AM, laurent matheo  wrote:
>
> ** 
>
> Hi,
>
> Went ok for me this morning. I didn't need to launch the installer as
> administrator (though for 8.0 patch xxx I had to, but it was a different
> environment).
>
> What kind of error do you have?
>
>
> On 14 Aug, 2013,at 03:04 AM, Thad Esser  wrote:
>
> **
>
> Hi,
>
> ** **
>
> Can someone let me know if you have successfully downloaded and installed
> ARS 8.1 patch 1 for a Windows environment?  The file I'm getting out of the
> EPD doesn't appear to have everything, and the installer is misbehaving
> when I try to install what is in the file.  I have an open support ticket
> with BMC, but there isn't much headway being made so I'm hoping to at least
> level-set that the EPD file is good (or not).
>
> ** **
>
> Thanks,
>
> Thad
>
> _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_ 
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Re: Setting Text Color of Checkbox and Radio Button Fields

[Ray Gellenbeck]

Last call before I give up...anybody?



 From: Ray Gellenbeck 
To: arslist@ARSLIST.ORG 
Sent: Wednesday, August 14, 2013 5:43 AM
Subject: Re: Setting Text Color of Checkbox and Radio Button Fields
 

Just tested/verified the problem on new test form.  Here's how to see my 
problem quickly...

1.  Create new form (display-only or regular)
2.  Under appearance, set background color to custom and make it black
3.  Add a small trim box and set its background color to custom light gray.
4.  Add a radio button field and set the COLOR - Label\Text Color attribute to 
custom white.

Note that only the label text goes white.  The data text (Default1) stays 
black.  Verify by moving the radio button data over the gray trim box.

Demonstrated problem: Label\Text Color attribute does not change data color on 
selection fields (radio button and check box) data text.

Solutions?

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Re: 'z1D Action' field question

[Jason Miller]

I agree it would be nice to have a list.


Claire, I imagine you are familiar with the concept of command fields but
it is such a useful concept that it is worth sharing this article Doug
created back when we use to get the Tips and Trick books: Form Commands and
Command Forms .

I don't use Command Forms too often but I find I use a Form Command field a
lot.  Our is 'Current_Command' Field ID 60001.  I find that I don't
often skip workflow as the document details but use this along with normal
record processing but only under very specific conditions.  Often times it
is notification.  This way I don't have to worry about a notification being
sent at the wrong time just because some fields now meet the criteria; the
notification only fires when some action explicitly tells it to.

The other benefit is because it is just a text string that workflow is
looking for you can pretty safely put your own very fairly value in the
field and not bother other workflow.  The only things to be careful of is
to make sure all of the workflow referencing the field is really looking at
the value and not just for a NOT NULL value (wouldn't be best practice but
it probably happens) and to make sure your value isn't getting in the way
of another value should be in the field.  For those reasons I usually end
up adding our own Current_Command field.  It is display only field so the
overhead/customization is minimal but you are guaranteed not to break
anything by reusing BMC's field.


Jason


On Wed, Aug 14, 2013 at 2:05 PM, Sanford, Claire <
claire.sanf...@memorialhermann.org> wrote:

> Thank you!  I was pretty sure I could use it... just needed some
> validation!
>
> That would be an awesome list to compile!:)
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
> Sent: Wednesday, August 14, 2013 3:29 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: 'z1D Action' field question
>
> Hi,
>
> My experience is that you can use it for custom work.
>
> I use ARInside to get a good reference on all existing values for a
> specific
> z1D Action field.
>
> Maybe I should compile a list of all z1D Action fields and the
> values/filters
> they are connected to!?
>
> Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)
>
> Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12):
> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
> Find these products, and many free tools and utilities, at http://rrr.se.
>
> > When creating workflow for a form that has a “'z1D Action” field, are the
> > actions predefined somewhere in the system or can I just put my own word
> in
> > the qualification and if the  'z1D Action' = “MyWord” the workflow will
> > fire?
> >
> > Thanks!
> >
> >
> >
> > ITSM 7.6.04 SP2
> > ARS 7.6.04 SP3
> > Oracle 11.2.0.3.0 - 64bit Production
> > Win 2008 Server
> >
> > Claire Sanford
> > Information Systems Division
> > Memorial Hermann Healthcare System
> > claire.sanf...@memorialhermann.org claire.sanf...@memorialhermann.org>
> >
> >
> >
> >
> ___
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> > "Where the Answers Are, and have been for 20 years"
> >
>
>
> ___
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>
>
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>

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Re: 8.00.01 Midtier on Tomcat / with Solaris 10 (compatibility?)

[patrick zandi]

it does work on firefox 22 / 23  IE 8 ,   but definitely not IE 7.. FYI
Tomcat / Solaris 10.. have a great day..



On Wed, Aug 14, 2013 at 5:07 PM, patrick zandi  wrote:

>
> REPAIRED::: got it working    Clear Cache: MS Windows / Compatibility
>> mode..
>>
> Either or both got it working..
>
>
>
>> --
>> Patrick Zandi
>>
>
>
>
> --
> Patrick Zandi
>



-- 
Patrick Zandi

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Re: Midtier 7.6 sp 4 on websphere 8 is not working, any suggestions?Partially Resolved

[pascale . sterrett]

Deyon,

Ask them to try this

Open up the Websphere Administration Console.
Go to Servers/Websphere Application Servers//Session 
Management/Cookie Management.
Change the Cookie name field to a value that's something other than 
JSESSIONID, for example JSESSIONID1.
Then save changes and restart the application server. 



Kenavo ar wech all




ddus...@aim.com 
08/14/2013 01:54 PM

To
arslist@ARSLIST.ORG, pascale.sterr...@daimler.com
cc

Subject
Re: Midtier 7.6 sp 4 on websphere 8 is not working, any 
suggestions?Partially Resolved






Pascale,

We deploy today: new patch 7.6.04 SP5 didnot resolve the login redirect. 
So again new logs sent to BMC.

My production will be sitting on 7.5 P4 for a long time.




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Re: 8.00.01 Midtier on Tomcat / with Solaris 10 (compatibility?)

[patrick zandi]

> REPAIRED::: got it working    Clear Cache: MS Windows / Compatibility
> mode..
>
Either or both got it working..



> --
> Patrick Zandi
>



-- 
Patrick Zandi

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Re: 'z1D Action' field question

[Sanford, Claire]

Thank you!  I was pretty sure I could use it... just needed some validation!

That would be an awesome list to compile!:)

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Wednesday, August 14, 2013 3:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: 'z1D Action' field question

Hi,

My experience is that you can use it for custom work.

I use ARInside to get a good reference on all existing values for a specific
z1D Action field.

Maybe I should compile a list of all z1D Action fields and the values/filters
they are connected to!?

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

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

> When creating workflow for a form that has a “'z1D Action” field, are the
> actions predefined somewhere in the system or can I just put my own word in
> the qualification and if the  'z1D Action' = “MyWord” the workflow will
> fire?
>
> Thanks!
>
>
>
> ITSM 7.6.04 SP2
> ARS 7.6.04 SP3
> Oracle 11.2.0.3.0 - 64bit Production
> Win 2008 Server
>
> Claire Sanford
> Information Systems Division
> Memorial Hermann Healthcare System
> claire.sanf...@memorialhermann.org
>
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
>

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AIE Syntax - This SHOULD be simple

[Danaceau, Chris]

I have an exchange that includes the Site.   Some of the supplied values may 
not align, and I want to translate them, but leave good ones alone.  For 
example:

DNV -> DEV

But ...

KWA should remain KWA.

I've tried SQL (Case statements), and IF/THEN functions.   Have not found a 
good method to replace a select set of values, yet leave everything else alone.
Any ideas out there?   We're  an On Demand customer, on 7.6.04.

--
Thank You,

Chris Danaceau
FINRA


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Re: Midtier 7.6 sp 4 on websphere 8 is not working, any suggestions?Partially Resolved

[pascale . sterrett]

Deyon,

We finally got it resolved 20 mins ago. 
The SP5 is a fix if you add on top of it the renaming of the JSession ID.




Thank you,

Pascale Sterrett


Kenavo ar wech all


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Re: Midtier 7.6 sp 4 on websphere 8 is not working, any suggestions?Partially Resolved

[Deyon Dussie]

Pascale,

We deploy today: new patch 7.6.04 SP5 didnot resolve the login redirect. So 
again new logs sent to BMC.

My production will be sitting on 7.5 P4 for a long time.

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Re: Fwd: Re: The value(s) for this entry violate a unique index that has been defined for this form, 382 when saving an Active Link (UNCLASSIFIED)

[Glen Hartle]

There's a good chance that arerror.log has recorded the server attempting to 
load the rogue active link at startup.  If that is the case, and the active 
link is corrupt, it will not appear in the admin tool, but will still exist in 
the database.  This would subsequently result in the unique index error.

Two options would seem to be:  1) rename the rogue active link through the 
database (update actlink set name = 'newName001' where name = '##insert your 
actlink name here##'; or 2) delete the active link from the database (find the 
active link ID and remove entries from the corresponding database tabels)  In 
both instances, restart ARS.

Glen

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Re: 8.00.01 Midtier on Tomcat / with Solaris 10 (compatibility?)

[patrick zandi]

CATALINA>OUT

14 Aug 2013 20:11:46 - Client sets useConnectionPooling to : true

14 Aug 2013 20:11:46 - APITIMEOUT from system property : null

14 Aug 2013 20:11:46 - APITIMEOUT from Environment : null

14 Aug 2013 20:11:46 - AROVERLAYGROUPS from system property : null

14 Aug 2013 20:11:46 - AROVERLAYGROUPS from Environment : null

14 Aug 2013 20:11:47 - fipsProviderJsafeJCE installed = false

14 Aug 2013 20:11:55 - set timer period 6 milliSec (00:01:00)

14 Aug 2013 20:11:55 - Connects to HOSTNAME:2106 through
com.bmc.arsys.api.ProxyJRpc@1938d69

14 Aug 2013 20:12:25 - Unable to find required classes
(javax.activation.DataHandler and javax.mail.internet.MimeMultipart).
Attachment support is disabled.

Aug 14, 2013 8:12:29 PM org.apache.coyote.http11.Http11Protocol start

INFO: Starting Coyote HTTP/1.1 on http-8080

Aug 14, 2013 8:12:30 PM org.apache.jk.common.ChannelSocket init

INFO: JK: ajp13 listening on /0.0.0.0:8029

Aug 14, 2013 8:12:30 PM org.apache.jk.server.JkMain start

INFO: Jk running ID=0 time=1/149  config=null

Aug 14, 2013 8:12:30 PM org.apache.catalina.startup.Catalina start

INFO: Server startup in 79722 ms

14 Aug 2013 20:12:32 - Connects to HOSTNAME:2106 through
com.bmc.arsys.api.ProxyJRpc@7bfda6

14 Aug 2013 20:13:22 - Trying to load configuration arsys_api.xml

14 Aug 2013 20:13:22 - Could not load optional configuration arsys_api.xml

14 Aug 2013 20:13:22 - Trying to load configuration default.xml

14 Aug 2013 20:13:52 - Connects to HOSTNAME:2106 through
com.bmc.arsys.api.ProxyJRpc@bd5b6c

14 Aug 2013 20:13:52 - Connects to HOSTNAME:2106 through
com.bmc.arsys.api.ProxyJRpc@1bd2145

14 Aug 2013 20:13:53 - Connects to HOSTNAME:2106 through
com.bmc.arsys.api.ProxyJRpc@1552f05

14 Aug 2013 20:13:54 - Connects to HOSTNAME:2106 through
com.bmc.arsys.api.ProxyJRpc@e6bad2

14 Aug 2013 20:13:56 - Connects to HOSTNAME:2106 through
com.bmc.arsys.api.ProxyJRpc@77ced7

14 Aug 2013 20:14:55 - Connects to HOSTNAME:2106 through
com.bmc.arsys.api.ProxyJRpc@12aedac

com.remedy.arsys.goat.DisplayPropertyMappers$BadDisplayPropertyException
<<-- ERRORS ** HERE *

at
com.remedy.arsys.goat.DisplayPropertyMappers.propToString(Unknown Source)

at
com.remedy.arsys.goat.DisplayPropertyMappers.propToHTMLColour(Unknown
Source)

at com.remedy.arsys.goat.field.DataField.handleProperty(Unknown
Source)

at com.remedy.arsys.goat.field.CharField.handleProperty(Unknown
Source)

at com.remedy.arsys.goat.field.GoatField.(Unknown Source)

at com.remedy.arsys.goat.field.DataField.(Unknown Source)

at com.remedy.arsys.goat.field.CharField.(Unknown Source)

at com.remedy.arsys.goat.field.GoatFieldFactory.create(Unknown
Source)

at
com.remedy.arsys.goat.service.GoatFieldMapService.getGoatFieldMap(Unknown
Source)

at
com.remedy.arsys.goat.service.GoatFieldMapService.getGoatFieldMap_aroundBody2(Unknown
Source)

at
com.remedy.arsys.goat.service.GoatFieldMapService$AjcClosure3.run(:1)

at
com.remedy.arsys.goat.aspects.IGoatFieldMapServiceCacheAspect.ajc$around$com_remedy_arsys_goat_aspects_IGoatFieldMapServiceCacheAspect$1$d227381cproceed(IGo

atFieldMapServiceCacheAspect.aj:1)

at
com.remedy.arsys.goat.aspects.IGoatFieldMapServiceCacheAspect.ajc$around$com_remedy_arsys_goat_aspects_IGoatFieldMapServiceCacheAspect$1$d227381c(IGoatField

MapServiceCacheAspect.aj:59)

at
com.remedy.arsys.goat.service.GoatFieldMapService.getGoatFieldMap(Unknown
Source)

at com.remedy.arsys.goat.service.GoatFieldService.get(Unknown
Source)

at com.remedy.arsys.goat.field.GoatField.get(Unknown Source)

at com.remedy.arsys.goat.field.GoatField.get(Unknown Source)

at
com.remedy.arsys.goat.field.FieldGraph$FieldGraphBuilder.(Unknown
Source)

at
com.remedy.arsys.goat.field.FieldGraph$FieldGraphBuilder.(Unknown
Source)

at
com.remedy.arsys.goat.field.FieldGraph.instantiateFieldsImpl(Unknown Source)

at
com.remedy.arsys.goat.service.FieldGraphService.instantiateFields(Unknown
Source)

at
com.remedy.arsys.goat.field.FieldGraph.instantiateFields_aroundBody2(Unknown
Source)

at
com.remedy.arsys.goat.field.FieldGraph.instantiateFields_aroundBody3$advice(Unknown
Source)

at com.remedy.arsys.goat.field.FieldGraph.instantiateFields(Unknown
Source)

at com.remedy.arsys.goat.field.FieldGraph.preCache(Unknown Source)

at
com.remedy.arsys.prefetch.PrefetchWorkerImpl.prefetchForm(Unknown Source)

at com.remedy.arsys.prefetch.PrefetchWorkerImpl.start(Unknown
Source)

at
com.remedy.arsys.prefetch.AbstractManager$WorkerThread.run(Unknown Source)

com.remedy.arsys.goat.DisplayPropertyMappers$BadDisplayPropertyException

at
com.remedy.arsys.goat.DisplayPropertyMappers.propToString(Unknown Source)

at
com.remedy.arsys.goat.DisplayPropertyMappers.propToHTMLColour(Unknown
Source)

at com.remedy.arsys.goat.field.DataFie

8.00.01 Midtier on Tomcat / with Solaris 10 (compatibility?)

[patrick zandi]

Wondering what the compatibility (Client side) is as I cannot get the
midtier (besides login page) to work with either  IE 8, or  Firefox P22/P23
on Windows XP desktop
Firebug says the following:: (and Why is YAHOO??? REferenced?)

NetworkError: 404 Not Found -
http://IP.IP.IP.IP:8080/arsys/resources/stylesheets/8.1.00%20201301251157/moz/ARSystem.css
"

ARSystem.css

"NetworkError: 404 Not Found -
http://IP.IP.IP.IP:8080/arsys/resources/javascript/8.1.00%20201301251157/moz/YahooRTF.js
"

YahooRTF.js

"NetworkError: 404 Not Found -
http://IP.IP.IP.IP:8080/arsys/resources/javascript/8.1.00%20201301251157/moz/ClientCore.js
"

ClientCore.js

ReferenceError: YAHOO is not defined

[image: chrome://firebug/content/blank.gif]

...ht=false;setFormDataHolder(HOSTNAME','Default Admin View',  new...

9312a4...at=html (line 1)

ReferenceError: setFormDataHolder is not defined

[image: chrome://firebug/content/blank.gif]

...ht=false;setFormDataHolder(HOSTNAME Admin View',  new...

9312a4...at=html (line 1)

ReferenceError: ARSystemInit is not defined

[image: chrome://firebug/content/blank.gif]

..."HOSTNAME","Home Page","Default Admin View",null,null,null);var opnWnd =
win...


-- 
Patrick Zandi

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Re: 'z1D Action' field question

[Misi Mladoniczky]

Hi,

My experience is that you can use it for custom work.

I use ARInside to get a good reference on all existing values for a specific
z1D Action field.

Maybe I should compile a list of all z1D Action fields and the values/filters
they are connected to!?

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

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

> When creating workflow for a form that has a “'z1D Action” field, are the
> actions predefined somewhere in the system or can I just put my own word in
> the qualification and if the  'z1D Action' = “MyWord” the workflow will
> fire?
>
> Thanks!
>
>
>
> ITSM 7.6.04 SP2
> ARS 7.6.04 SP3
> Oracle 11.2.0.3.0 - 64bit Production
> Win 2008 Server
>
> Claire Sanford
> Information Systems Division
> Memorial Hermann Healthcare System
> claire.sanf...@memorialhermann.org
>
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
>

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Re: Has anyone installed 8.1.00.001 yet (8.1 patch 1)?

[Carl Wilson]

Hi,

I have encountered a similar issue with patching and having the 7.6.04 User
Tool installed on the server you are patching, the User Tool updated the XML
and the patch files would not run for 8.0 due to the 7.6.04 reference being
present in the same XML - so seems like this issue is somewhat still
present.

 

  _  

 

Kind Regards,

 

Carl Wilson

 

http://www.missingpiecessoftware.com/

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj
Sent: 14 August 2013 17:57
To: arslist@ARSLIST.ORG
Subject: Re: Has anyone installed 8.1.00.001 yet (8.1 patch 1)?

 

** 

Thad,

After an extensive call with support (still ongoing in one environment), it
picks the installed components automatically out of any xml files it
encounters...but the problem is that it may pick the 'wrong' fileso, my
recommendation for you would be to find all of the
*InstalledConfiguration.xml files and rename those that you don't want the
patch installer touching...and go through the ones you leave in place and
make sure that everything is working 'as designed' in that file before
trying the install again.

 

On Wed, Aug 14, 2013 at 10:50 AM, Thad Esser  wrote:

** 

Laurent,

 

When I run the installer on the server, there is maybe 4 screens to click
"Next" through (welcome, agree to terms, etc) but none that let me select
any options.  Which doesn't bother me so much as I know BMC is trying to
make their installs less needy, but then on the installation review screen,
the only thing that it says its going to install is Developer Studio.  There
is no on-screen acknowledgement that any AR Server components will be
installed.  On the advisement of support, I went ahead and clicked install
with the hopes that the server stuff would be installed anyway.  The
installer reports success and I now have Dev studio on my server (wasn't the
goal), but no indication that the AR server itself is at patch 1 (looked at
server configuration, share:application properties, and the "installed
configuration" in the maintenance tool).

 

To add to the oddness, when I run the installer on my PC with the intent of
bringing Dev Studio up to patch 1, I get an error "No features are selected
to install".  Of course, it never gave me a window to select any options.

 

Anyway, it sounds like there is an issue with my environment, as you guys
aren't having the same issues.

 

Thanks for helping me check.

Thad

 

On Wed, Aug 14, 2013 at 12:26 AM, laurent matheo  wrote:

** 

Hi,

Went ok for me this morning. I didn't need to launch the installer as
administrator (though for 8.0 patch xxx I had to, but it was a different
environment).

What kind of error do you have?


On 14 Aug, 2013,at 03:04 AM, Thad Esser  wrote:

**

Hi,

 

Can someone let me know if you have successfully downloaded and installed
ARS 8.1 patch 1 for a Windows environment?  The file I'm getting out of the
EPD doesn't appear to have everything, and the installer is misbehaving when
I try to install what is in the file.  I have an open support ticket with
BMC, but there isn't much headway being made so I'm hoping to at least
level-set that the EPD file is good (or not).

 

Thanks,

Thad

_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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'z1D Action' field question

[Sanford, Claire]

When creating workflow for a form that has a “'z1D Action” field, are the 
actions predefined somewhere in the system or can I just put my own word in the 
qualification and if the  'z1D Action' = “MyWord” the workflow will fire?

Thanks!



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

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



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Re: Post Upgrade - Server Information is empty

[Sanford, Claire]

When creating workflow for a form that has a “'z1D Action” field, are the 
actions predefined somewhere in the system or can I just put my own word in the 
qualification and if the  'z1D Action' = “MyWord” the workflow will fire?

Thanks!



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

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



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Re: Job Runs

[Downing, Ryan]

Kathy,

I answered to quickly.to accommodate the "Abort" qualificationthe "Run 
If" statement of the filter needs to be if 'Status' = "Abort"

Then

Application-Delete-Entry "$SCHEMA$" $Request ID$

Ryan.

From: Downing, Ryan
Sent: Wednesday, August 14, 2013 2:53 PM
To: arslist@ARSLIST.ORG
Subject: RE: Job Runs

Hi Kathy,

If the "Action" is a pure "Run Process" then use (in filter or escalation):
Application-Delete-Entry "$SCHEMA$" $Request ID$

If the "Action" is a 'Set Fields' within a filter or escalation use:
$PROCESS$ Application-Delete-Entry "$SCHEMA$" $Request ID$

AND

If the "Action" is from an Active Link to delete on the server use:
$PROCESS$ @@: Application-Delete-Entry "$SCHEMA$" $Request ID$

Hope this helps

Regards,
Ryan.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Kathy Morris
Sent: Wednesday, August 14, 2013 2:49 PM
To: arslist@ARSLIST.ORG
Subject: Job Runs

**
Hi,

We have a lot of re jobs that are aborting.
I am trying to delete reconciliation job runs as they come in that have a 
status = abort.
Would a run process filter like this work?
Filter action:  run process @@:Application-Delete-Entry "$SCHEMA$" $Request ID$

I only want to delete records that have status of "abort."
_ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Job Runs

[Downing, Ryan]

Hi Kathy,

If the "Action" is a pure "Run Process" then use (in filter or escalation):
Application-Delete-Entry "$SCHEMA$" $Request ID$

If the "Action" is a 'Set Fields' within a filter or escalation use:
$PROCESS$ Application-Delete-Entry "$SCHEMA$" $Request ID$

AND

If the "Action" is from an Active Link to delete on the server use:
$PROCESS$ @@: Application-Delete-Entry "$SCHEMA$" $Request ID$

Hope this helps

Regards,
Ryan.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris
Sent: Wednesday, August 14, 2013 2:49 PM
To: arslist@ARSLIST.ORG
Subject: Job Runs

**
Hi,

We have a lot of re jobs that are aborting.
I am trying to delete reconciliation job runs as they come in that have a 
status = abort.
Would a run process filter like this work?
Filter action:  run process @@:Application-Delete-Entry "$SCHEMA$" $Request ID$

I only want to delete records that have status of "abort."
_ARSlist: "Where the Answers Are" and have been for 20 years_

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Job Runs

[Kathy Morris]

Hi,

 

We have a lot of re jobs that are aborting.  

I am trying to delete reconciliation job runs as they come in that have a
status = abort.

Would a run process filter like this work?

Filter action:  run process @@:Application-Delete-Entry "$SCHEMA$" $Request
ID$

 

I only want to delete records that have status of "abort."


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Re: Using BPCU while ARS Upgrade?

[Raj]

Thanks Jason and Kiran. Your response clarified lot of things. 

We are currently focusing on ARS Upgrade only, so as upgrading our heavily 
customized HD 5.6 is a big challenge but eventually we will get there or we 
might just start fresh with newer Service Desk.

As you suggested, I am just going to manually create the overlays for core 
forms where we have customization.

Jason,
BTW, If my understanding it correct then you must have used the best 
practice mode only initially when you upgraded from ARS7.0 to ARS7.6.04 and 
that is again only to convert the core customized forms into overlays?
 On day to day basis you just used Development Mode but again when you have 
to customize your core forms again, do you switch modes and create overlays 
again? 
Also, if you would have created Custom Objects do you need to convert them 
into Base Objects if you were to upgrade to v8.1 or so...
Pl excuse my limited knowledge on Overlays.:-)

Thanks again!


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Re: Home Page (version 7.6.04)

[Young, Ronald P.]

Thanks to all that replied to my question. I wish I would have read it before 
posting it due to grammatical errors, but hey we're not English Professors 
either. Anyway, I got the issue resolved by just creating some navigation 
buttons and then pointing those buttons to the Home Pages. 

Thanks,
Ron Young

"Life is 10% what happens to you and 90% how you react to it." -Charles Swindoll
"You are never too old to set another goal or to dream a new dream."  C.S. Lewis



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Gellenbeck
Sent: Wednesday, August 14, 2013 10:21 AM
To: arslist@ARSLIST.ORG
Subject: Re: Home Page (version 7.6.04)

Another, simpler strategy is to use test users for each test case and set the 
home page different for each test case loginid.  That is what I usually do.

Chg_relcoord for a test release coordinator, inc_usecase3 test user, etc.  your 
policies and management requirements may vary.

Ray



On Aug 14, 2013, at 6:13 AM, Ron Young  wrote:

> Just wondering...is there a way to have more than one home page? We have 
> several different home pages for different groups...say for instance Test A 
> home Page, Test B Home Page, Test C Home Page, and Management Home Page. When 
> my supervisor logs into Remedy his home page is the Management Home Page but 
> he wants to be able to queickly access the 3 Test home pages in this 
> scenario. What is the best way to do this if I could? I have Version 8 
> Devekoper and User is the 7.6.
> 
> Thanks for all and any help.
> 
> Ron 
> 
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Re: Archiving question

[Remedy]

Ryan,

 

Thanks that helps.

 

hbr

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan
Sent: Wednesday, August 14, 2013 12:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Archiving question

 

** 

Hi Howard,

 

Please refer to the following link:

 

https://docs.bmc.com/docs/display/public/ars8000/Characteristics+of+archive+
forms

 

 

. When the BMC Remedy AR System creates a new archive form, the
following two fields are included on the form: 

. Original Request ID (ID 450)

. Original Create Date (ID 451)
These fields contain the Request ID and Create Date from the main form.
These fields are not placed in the view. To add them, open the archive form
in BMC Remedy Developer Studio, and choose Form > Add/Remove Fields On View.
Then, move the fields to the Fields in View table.
You can use the Create Date of the archive form as the archive date. The
remaining core fields on the archive form contain the same values as the
main form.

. Data fields, attachment pools, and panel holder cannot be modified
or added to an archive form. All other field types, such as trim or table,
can be added or modified.

. The data fields in the main and archive form have identical field
limits. The permissions on archive forms are always read access.

Hope this helps,

 

Regards,

Ryan.

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Wednesday, August 14, 2013 11:50 AM
To: arslist@ARSLIST.ORG
Subject: Archiving question

 

** 

Good morning, afternoon and evening all,

 

We are looking into some issues with data that was archived and need to
verify some info.

 

So I need to ask, if you enable archiving on a form, and it moved the record
to the new archived form what is the create date of the record?

 

Would it be the date the record was created in the original form or when it
was created in the new archive form?

 

Thanks,

 

Howard

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Re: Has anyone installed 8.1.00.001 yet (8.1 patch 1)?

[Longwing, Lj]

I think it relies more on the ones in the install folders, but when
troubleshooting my problems, they always had me remove the ones from the
temp folder also, just to make sure.


On Wed, Aug 14, 2013 at 11:49 AM, Thad Esser  wrote:

> **
> LJ,
>
> Interesting, I will have to investigate that.  If I recall, aren't some of
> these files stored in C:\Users\\AppData\Local\Temp?  Seems it could be
> a bit of a stretch to rely on files in a user's temp folder for
> configuration data.  Nevermind that the folder is "temp", what if that user
> leaves the company and the user account is destroyed?
>
> Thanks for pointing in a direction,
> Thad
>
>
> On Wed, Aug 14, 2013 at 9:56 AM, Longwing, Lj  wrote:
>
>> **
>> Thad,
>> After an extensive call with support (still ongoing in one environment),
>> it picks the installed components automatically out of any xml files it
>> encounters...but the problem is that it may pick the 'wrong' fileso, my
>> recommendation for you would be to find all of the
>> *InstalledConfiguration.xml files and rename those that you don't want the
>> patch installer touching...and go through the ones you leave in place and
>> make sure that everything is working 'as designed' in that file before
>> trying the install again.
>>
>>
>> On Wed, Aug 14, 2013 at 10:50 AM, Thad Esser wrote:
>>
>>> **
>>> Laurent,
>>>
>>> When I run the installer on the server, there is maybe 4 screens to
>>> click "Next" through (welcome, agree to terms, etc) but none that let me
>>> select any options.  Which doesn't bother me so much as I know BMC is
>>> trying to make their installs less needy, but then on the installation
>>> review screen, the only thing that it says its going to install is
>>> Developer Studio.  There is no on-screen acknowledgement that any AR Server
>>> components will be installed.  On the advisement of support, I went ahead
>>> and clicked install with the hopes that the server stuff would be installed
>>> anyway.  The installer reports success and I now have Dev studio on my
>>> server (wasn't the goal), but no indication that the AR server itself is at
>>> patch 1 (looked at server configuration, share:application properties, and
>>> the "installed configuration" in the maintenance tool).
>>>
>>> To add to the oddness, when I run the installer on my PC with the intent
>>> of bringing Dev Studio up to patch 1, I get an error "No features are
>>> selected to install".  Of course, it never gave me a window to select any
>>> options.
>>>
>>> Anyway, it sounds like there is an issue with my environment, as you
>>> guys aren't having the same issues.
>>>
>>> Thanks for helping me check.
>>> Thad
>>>
>>>
>>> On Wed, Aug 14, 2013 at 12:26 AM, laurent matheo  wrote:
>>>
 **
 Hi,

 Went ok for me this morning. I didn't need to launch the installer as
 administrator (though for 8.0 patch xxx I had to, but it was a different
 environment).

 What kind of error do you have?


 On 14 Aug, 2013,at 03:04 AM, Thad Esser  wrote:

 **
 Hi,

 Can someone let me know if you have successfully downloaded and
 installed ARS 8.1 patch 1 for a Windows environment?  The file I'm getting
 out of the EPD doesn't appear to have everything, and the installer is
 misbehaving when I try to install what is in the file.  I have an open
 support ticket with BMC, but there isn't much headway being made so I'm
 hoping to at least level-set that the EPD file is good (or not).

 Thanks,
 Thad
 _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_
>>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Re: Using BPCU while ARS Upgrade?

[Jason Miller]

Exactly what my recommendation would have been for core forms.

Regarding BPCU, it is designed for newer versions of ITSM (at least I don't
think it goes back to 5.x).  I don't see any value in your situation.  It
sounds like you know the handful of customizations to recreate on a handful
of core forms.  I would just create overlays manually.  Doing this to core
forms will allow patches and upgrade to go smoothly in the future.

About HD 5.6 is it so far out of support you basically own anything that
has been or will be done to it.  I do not see value in using overlays with
these old BMC apps.

We have Help Desk 6 that has been upgrade from AR 7.0 to 7.6.04 and we do
not use Best Practice mode with this environment.  Ideally we would convert
the customizations to core forms to overlays but we do not intend on
keeping this environment long-term.

Jason

On Wed, Aug 14, 2013 at 3:26 AM, Hullule, Kiran wrote:

> **
>
> Best Approach:
>
> Go to best practice customization mode
>
> Create Form Overlay
>
> Create View Overlay on which you have planned to update/add the fields
>
> Create Field Overlay if modifying existing field, 
>
>  If not,
>
> Add custom field that you need to
>
> ** **
>
> ** **
>
> *From:* Action Request System discussion list(ARSLis
>
> t) [mailto:arslist@ARSLIST.ORG] *On Behalf Of *Raj
> *Sent:* Wednesday, August 14, 2013 3:52 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Using BPCU while ARS Upgrade?
>
> ** **
>
> ** 
>
> For backward compatibility of our ITSM(HD 5.6) and existing customizations
> on User form, we analyzed and decided to create those Custom fields on
> newer version.
>
> To do that what is the recommended approach - Do I have to create overlay
> for User form and then modify the overlay in Best Customization mode or I
> just go to Base Development mode and start adding the fields?
>
> Also, at what step do I use BPCU(do I need to use it at all or I can skip
> it?)
>
> _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: Has anyone installed 8.1.00.001 yet (8.1 patch 1)?

[Thad Esser]

LJ,

Interesting, I will have to investigate that.  If I recall, aren't some of
these files stored in C:\Users\\AppData\Local\Temp?  Seems it could be
a bit of a stretch to rely on files in a user's temp folder for
configuration data.  Nevermind that the folder is "temp", what if that user
leaves the company and the user account is destroyed?

Thanks for pointing in a direction,
Thad


On Wed, Aug 14, 2013 at 9:56 AM, Longwing, Lj  wrote:

> **
> Thad,
> After an extensive call with support (still ongoing in one environment),
> it picks the installed components automatically out of any xml files it
> encounters...but the problem is that it may pick the 'wrong' fileso, my
> recommendation for you would be to find all of the
> *InstalledConfiguration.xml files and rename those that you don't want the
> patch installer touching...and go through the ones you leave in place and
> make sure that everything is working 'as designed' in that file before
> trying the install again.
>
>
> On Wed, Aug 14, 2013 at 10:50 AM, Thad Esser  wrote:
>
>> **
>> Laurent,
>>
>> When I run the installer on the server, there is maybe 4 screens to click
>> "Next" through (welcome, agree to terms, etc) but none that let me select
>> any options.  Which doesn't bother me so much as I know BMC is trying to
>> make their installs less needy, but then on the installation review screen,
>> the only thing that it says its going to install is Developer Studio.
>>  There is no on-screen acknowledgement that any AR Server components will
>> be installed.  On the advisement of support, I went ahead and clicked
>> install with the hopes that the server stuff would be installed anyway.
>>  The installer reports success and I now have Dev studio on my server
>> (wasn't the goal), but no indication that the AR server itself is at patch
>> 1 (looked at server configuration, share:application properties, and the
>> "installed configuration" in the maintenance tool).
>>
>> To add to the oddness, when I run the installer on my PC with the intent
>> of bringing Dev Studio up to patch 1, I get an error "No features are
>> selected to install".  Of course, it never gave me a window to select any
>> options.
>>
>> Anyway, it sounds like there is an issue with my environment, as you guys
>> aren't having the same issues.
>>
>> Thanks for helping me check.
>> Thad
>>
>>
>> On Wed, Aug 14, 2013 at 12:26 AM, laurent matheo  wrote:
>>
>>> **
>>> Hi,
>>>
>>> Went ok for me this morning. I didn't need to launch the installer as
>>> administrator (though for 8.0 patch xxx I had to, but it was a different
>>> environment).
>>>
>>> What kind of error do you have?
>>>
>>>
>>> On 14 Aug, 2013,at 03:04 AM, Thad Esser  wrote:
>>>
>>> **
>>> Hi,
>>>
>>> Can someone let me know if you have successfully downloaded and
>>> installed ARS 8.1 patch 1 for a Windows environment?  The file I'm getting
>>> out of the EPD doesn't appear to have everything, and the installer is
>>> misbehaving when I try to install what is in the file.  I have an open
>>> support ticket with BMC, but there isn't much headway being made so I'm
>>> hoping to at least level-set that the EPD file is good (or not).
>>>
>>> Thanks,
>>> Thad
>>> _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: Has anyone installed 8.1.00.001 yet (8.1 patch 1)?

[Thad Esser]

Ryan,

It's the one labeled "AR System Server, Mid-Tier, Flashboards Server, Email
Engine, Assignment Engine, Approval Server and Clients Version 8.1.00 Patch
001" on the EPD site.  It downloads as just "ARSuiteKitWindows.zip", with
no version info in the name.  I have downloaded it twice, and support sent
me the zip file directly, outside of the EPD.

Thanks,
Thad


On Wed, Aug 14, 2013 at 10:34 AM, Downing, Ryan wrote:

> **
>
> Hi Thad,
>
> ** **
>
> What is the name of the EPD file you are launching? Is it:
>
> ARSuiteKitWindowsx.x.zip
>
> OR
>
> ARSuiteKitDeveloperWindowsx.x.zip
>
> Where x.x  =  version  à  8.1
>
> I am hoping you have “ARSuiteKitWindowsx.x.zip” this is the one with all
> components
>
> ARSuiteKitDeveloperWindowsx.x.zip  à has only Developer Studio
>
> ** **
>
> Regards,
>
> Ryan.
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Longwing, Lj
> *Sent:* Wednesday, August 14, 2013 12:57 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Has anyone installed 8.1.00.001 yet (8.1 patch 1)?
>
> ** **
>
> ** 
>
> Thad,
>
> After an extensive call with support (still ongoing in one environment),
> it picks the installed components automatically out of any xml files it
> encounters...but the problem is that it may pick the 'wrong' fileso, my
> recommendation for you would be to find all of the
> *InstalledConfiguration.xml files and rename those that you don't want the
> patch installer touching...and go through the ones you leave in place and
> make sure that everything is working 'as designed' in that file before
> trying the install again.
>
> ** **
>
> On Wed, Aug 14, 2013 at 10:50 AM, Thad Esser  wrote:
> 
>
> ** 
>
> Laurent,
>
> ** **
>
> When I run the installer on the server, there is maybe 4 screens to click
> "Next" through (welcome, agree to terms, etc) but none that let me select
> any options.  Which doesn't bother me so much as I know BMC is trying to
> make their installs less needy, but then on the installation review screen,
> the only thing that it says its going to install is Developer Studio.
>  There is no on-screen acknowledgement that any AR Server components will
> be installed.  On the advisement of support, I went ahead and clicked
> install with the hopes that the server stuff would be installed anyway.
>  The installer reports success and I now have Dev studio on my server
> (wasn't the goal), but no indication that the AR server itself is at patch
> 1 (looked at server configuration, share:application properties, and the
> "installed configuration" in the maintenance tool).
>
> ** **
>
> To add to the oddness, when I run the installer on my PC with the intent
> of bringing Dev Studio up to patch 1, I get an error "No features are
> selected to install".  Of course, it never gave me a window to select any
> options.
>
> ** **
>
> Anyway, it sounds like there is an issue with my environment, as you guys
> aren't having the same issues.
>
> ** **
>
> Thanks for helping me check.
>
> Thad
>
> ** **
>
> On Wed, Aug 14, 2013 at 12:26 AM, laurent matheo  wrote:
>
> ** 
>
> Hi,
>
> Went ok for me this morning. I didn't need to launch the installer as
> administrator (though for 8.0 patch xxx I had to, but it was a different
> environment).
>
> What kind of error do you have?
>
>
> On 14 Aug, 2013,at 03:04 AM, Thad Esser  wrote:
>
> **
>
> Hi,
>
> ** **
>
> Can someone let me know if you have successfully downloaded and installed
> ARS 8.1 patch 1 for a Windows environment?  The file I'm getting out of the
> EPD doesn't appear to have everything, and the installer is misbehaving
> when I try to install what is in the file.  I have an open support ticket
> with BMC, but there isn't much headway being made so I'm hoping to at least
> level-set that the EPD file is good (or not).
>
> ** **
>
> Thanks,
>
> Thad
>
> _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_ 
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Re: Has anyone installed 8.1.00.001 yet (8.1 patch 1)?

[Downing, Ryan]

Hi Thad,

What is the name of the EPD file you are launching? Is it:
ARSuiteKitWindowsx.x.zip
OR
ARSuiteKitDeveloperWindowsx.x.zip
Where x.x  =  version  -->  8.1
I am hoping you have "ARSuiteKitWindowsx.x.zip" this is the one with all 
components
ARSuiteKitDeveloperWindowsx.x.zip  --> has only Developer Studio

Regards,
Ryan.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj
Sent: Wednesday, August 14, 2013 12:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: Has anyone installed 8.1.00.001 yet (8.1 patch 1)?

**
Thad,
After an extensive call with support (still ongoing in one environment), it 
picks the installed components automatically out of any xml files it 
encounters...but the problem is that it may pick the 'wrong' fileso, my 
recommendation for you would be to find all of the *InstalledConfiguration.xml 
files and rename those that you don't want the patch installer touching...and 
go through the ones you leave in place and make sure that everything is working 
'as designed' in that file before trying the install again.

On Wed, Aug 14, 2013 at 10:50 AM, Thad Esser 
mailto:thad.es...@gmail.com>> wrote:
**
Laurent,

When I run the installer on the server, there is maybe 4 screens to click 
"Next" through (welcome, agree to terms, etc) but none that let me select any 
options.  Which doesn't bother me so much as I know BMC is trying to make their 
installs less needy, but then on the installation review screen, the only thing 
that it says its going to install is Developer Studio.  There is no on-screen 
acknowledgement that any AR Server components will be installed.  On the 
advisement of support, I went ahead and clicked install with the hopes that the 
server stuff would be installed anyway.  The installer reports success and I 
now have Dev studio on my server (wasn't the goal), but no indication that the 
AR server itself is at patch 1 (looked at server configuration, 
share:application properties, and the "installed configuration" in the 
maintenance tool).

To add to the oddness, when I run the installer on my PC with the intent of 
bringing Dev Studio up to patch 1, I get an error "No features are selected to 
install".  Of course, it never gave me a window to select any options.

Anyway, it sounds like there is an issue with my environment, as you guys 
aren't having the same issues.

Thanks for helping me check.
Thad

On Wed, Aug 14, 2013 at 12:26 AM, laurent matheo 
mailto:lm...@me.com>> wrote:
**
Hi,

Went ok for me this morning. I didn't need to launch the installer as 
administrator (though for 8.0 patch xxx I had to, but it was a different 
environment).

What kind of error do you have?

On 14 Aug, 2013,at 03:04 AM, Thad Esser 
mailto:thad.es...@gmail.com>> wrote:
**
Hi,

Can someone let me know if you have successfully downloaded and installed ARS 
8.1 patch 1 for a Windows environment?  The file I'm getting out of the EPD 
doesn't appear to have everything, and the installer is misbehaving when I try 
to install what is in the file.  I have an open support ticket with BMC, but 
there isn't much headway being made so I'm hoping to at least level-set that 
the EPD file is good (or not).

Thanks,
Thad
_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: Has anyone installed 8.1.00.001 yet (8.1 patch 1)?

[Longwing, Lj]

Thad,
After an extensive call with support (still ongoing in one environment), it
picks the installed components automatically out of any xml files it
encounters...but the problem is that it may pick the 'wrong' fileso, my
recommendation for you would be to find all of the
*InstalledConfiguration.xml files and rename those that you don't want the
patch installer touching...and go through the ones you leave in place and
make sure that everything is working 'as designed' in that file before
trying the install again.


On Wed, Aug 14, 2013 at 10:50 AM, Thad Esser  wrote:

> **
> Laurent,
>
> When I run the installer on the server, there is maybe 4 screens to click
> "Next" through (welcome, agree to terms, etc) but none that let me select
> any options.  Which doesn't bother me so much as I know BMC is trying to
> make their installs less needy, but then on the installation review screen,
> the only thing that it says its going to install is Developer Studio.
>  There is no on-screen acknowledgement that any AR Server components will
> be installed.  On the advisement of support, I went ahead and clicked
> install with the hopes that the server stuff would be installed anyway.
>  The installer reports success and I now have Dev studio on my server
> (wasn't the goal), but no indication that the AR server itself is at patch
> 1 (looked at server configuration, share:application properties, and the
> "installed configuration" in the maintenance tool).
>
> To add to the oddness, when I run the installer on my PC with the intent
> of bringing Dev Studio up to patch 1, I get an error "No features are
> selected to install".  Of course, it never gave me a window to select any
> options.
>
> Anyway, it sounds like there is an issue with my environment, as you guys
> aren't having the same issues.
>
> Thanks for helping me check.
> Thad
>
>
> On Wed, Aug 14, 2013 at 12:26 AM, laurent matheo  wrote:
>
>> **
>> Hi,
>>
>> Went ok for me this morning. I didn't need to launch the installer as
>> administrator (though for 8.0 patch xxx I had to, but it was a different
>> environment).
>>
>> What kind of error do you have?
>>
>>
>> On 14 Aug, 2013,at 03:04 AM, Thad Esser  wrote:
>>
>> **
>> Hi,
>>
>> Can someone let me know if you have successfully downloaded and installed
>> ARS 8.1 patch 1 for a Windows environment?  The file I'm getting out of the
>> EPD doesn't appear to have everything, and the installer is misbehaving
>> when I try to install what is in the file.  I have an open support ticket
>> with BMC, but there isn't much headway being made so I'm hoping to at least
>> level-set that the EPD file is good (or not).
>>
>> Thanks,
>> Thad
>> _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: Has anyone installed 8.1.00.001 yet (8.1 patch 1)?

[Thad Esser]

Laurent,

When I run the installer on the server, there is maybe 4 screens to click
"Next" through (welcome, agree to terms, etc) but none that let me select
any options.  Which doesn't bother me so much as I know BMC is trying to
make their installs less needy, but then on the installation review screen,
the only thing that it says its going to install is Developer Studio.
 There is no on-screen acknowledgement that any AR Server components will
be installed.  On the advisement of support, I went ahead and clicked
install with the hopes that the server stuff would be installed anyway.
 The installer reports success and I now have Dev studio on my server
(wasn't the goal), but no indication that the AR server itself is at patch
1 (looked at server configuration, share:application properties, and the
"installed configuration" in the maintenance tool).

To add to the oddness, when I run the installer on my PC with the intent of
bringing Dev Studio up to patch 1, I get an error "No features are selected
to install".  Of course, it never gave me a window to select any options.

Anyway, it sounds like there is an issue with my environment, as you guys
aren't having the same issues.

Thanks for helping me check.
Thad


On Wed, Aug 14, 2013 at 12:26 AM, laurent matheo  wrote:

> **
> Hi,
>
> Went ok for me this morning. I didn't need to launch the installer as
> administrator (though for 8.0 patch xxx I had to, but it was a different
> environment).
>
> What kind of error do you have?
>
>
> On 14 Aug, 2013,at 03:04 AM, Thad Esser  wrote:
>
> **
> Hi,
>
> Can someone let me know if you have successfully downloaded and installed
> ARS 8.1 patch 1 for a Windows environment?  The file I'm getting out of the
> EPD doesn't appear to have everything, and the installer is misbehaving
> when I try to install what is in the file.  I have an open support ticket
> with BMC, but there isn't much headway being made so I'm hoping to at least
> level-set that the EPD file is good (or not).
>
> Thanks,
> Thad
> _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: Weird issue consuming a WSDL...

[Joe D'Souza]

Fred,

 

Thanks for your response.

 

This is the path we might have to follow once we figure out what it is
barfing on. So far we were comparing the operation that works against the
ones that does not to figure out what may be causing the others not to show.

 

Anusha Das in an email to me offline suggested comparing a Remedy WSDL to
this external WSDL - which is how she fixed her problem, so I'll do that.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Wednesday, August 14, 2013 9:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: Weird issue consuming a WSDL...

 

It sounds like they are using some XML structure in the other operations
that Remedy cannot handle so it will not show the operations.   What I have
done before is to save the WSDL as a file and edit the file so Remedy can
handle it.  Then just use the file in the consuming filter in Remedy.

 

Fred

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Tuesday, August 13, 2013 10:12 PM
To: arslist@ARSLIST.ORG
Subject: Weird issue consuming a WSDL...

 

** 

Have any of you had a problem when trying to consume a external WSDL, where
you cannot see the operations defined on that WSDL when it is loaded on the
Developer Studio?

 

I have a WSDL that was published by the BizTalk developer that I am
attempting to consume that has 4 operations defined, and I can see and use
these 4 operations from soapUI. The request envelope appears to be quite
simple as well as the response envelopes.

 

However when I load that WSDL to develop a filter in Remedy, I see just one
operation and cannot see the other if I click the drop list of operations
while developing that filter.

 

I even tried asking their developer to publish the WSDL on version 1.1 and
as expected, that didn't help either.

 

Any of you had a similar issue?

 

I would be glad to share the WSDL file on here if need be, but before that
I'd love to hear if any of you had a similar issue and what you'll did to
overcome it.

 

Cheers

 

Joe

 

 

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Re: ITSM 7.6.04 - Integration through Java API

[Karthik]

I had used runmacro in ARS 5.x to do the same and it worked quite well.

We were on Unix environment and I had written shell script to call the
runmacro, and then ftped it. Called the shell script from run process.

- Karthik
On Aug 14, 2013 6:40 PM, "Longwing, Lj"  wrote:

> **
> that's the funny thing...you don't need to create a macro, the runmacro
> program can of course execute a macro, but it's also able to export data
> without a macro...just check out the command line docs that I referenced.
>
>
> On Wed, Aug 14, 2013 at 1:29 AM, Neha Khandelwal wrote:
>
>> **
>> Thanks LJ for responding on this.
>> I also thought of runmcaro option earlier.
>> But as I am new to ITSM 7.6.04, I have few very basic doubts, Can you
>> also please assist me on following.
>>
>> 1. As ITSM 7.6.04 is URL based application, how can I create macro there
>> (As I was able to create earlier in Remedy User Tool).
>> 2. Underlying operating system for ITSM application is UNIX. Should I
>> first create macro file and then to manually move it to arcmds directory on
>> UNIX machine? Or can you please tell me about exact process?
>>
>> Thanks in advance.
>>
>> Regards
>> Neha
>>
>> On Tue, Aug 13, 2013 at 6:45 PM, Longwing, Lj  wrote:
>>
>>> **
>>> Neha,
>>> If I was going to do this...I think I would try to utilize the
>>> 'runmacro' command line tool...it has options to export contents of records
>>> to file...it can export to csvso my overall approach might be to
>>> execute a perl script that would call run-macro, and then ftp the file to
>>> the remote host...below is the documentation for runmacro
>>>
>>>
>>> https://docs.bmc.com/docs/display/public/ars81/Enabling+the+runmacro+command-line+utility
>>>
>>>
>>>  On Tue, Aug 13, 2013 at 12:18 AM, Neha  wrote:
>>>
  Hello everyone,

 Request you to please provide me your assistance in resolving below
 mentioned issue-

 I am using BMC ITSM 7.6.04 version. I have the requirement to send some
 selected Incidents to a 3rd party application via FTP mode on periodic
 basis.

 Following options have been come into my mind:

 1. Through BMC Analytics, schedule to send report via FTP mode.

 My requirement is to send plain text file through FTP mode with
 some specific delimiter. But plain text file option is not available in BMC
   Analytics,

 Also is there any option that I need to enable first before sending
 file in FTP mode?

 2. Through Java API -

  1. Create an escalation to run on periodic basis which I want.

  2. This escalation will invoke a Java script, and through Java API
 commands, retrieve set of incidents from HPD:Help Desk.

   Can you please assist me which java API method should be used to
 acheive the purpose. Can you please share with me some sample code?

 Also please suggest me which option described above is more feasible -

 Regards

 Neha


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>>>
>>> _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: Archiving question

[Downing, Ryan]

Hi Howard,

Please refer to the following link:

https://docs.bmc.com/docs/display/public/ars8000/Characteristics+of+archive+forms


* When the BMC Remedy AR System creates a new archive form, the 
following two fields are included on the form:
[PicExportError]   Original Request ID (ID 450)
[PicExportError]   Original Create Date (ID 451)
These fields contain the Request ID and Create Date from the main form. These 
fields are not placed in the view. To add them, open the archive form in BMC 
Remedy Developer Studio, and choose Form > Add/Remove Fields On View. Then, 
move the fields to the Fields in View table.
You can use the Create Date of the archive form as the archive date. The 
remaining core fields on the archive form contain the same values as the main 
form.
* Data fields, attachment pools, and panel holder cannot be modified or 
added to an archive form. All other field types, such as trim or table, can be 
added or modified.
* The data fields in the main and archive form have identical field 
limits. The permissions on archive forms are always read access.
Hope this helps,

Regards,
Ryan.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Wednesday, August 14, 2013 11:50 AM
To: arslist@ARSLIST.ORG
Subject: Archiving question

**
Good morning, afternoon and evening all,

We are looking into some issues with data that was archived and need to verify 
some info.

So I need to ask, if you enable archiving on a form, and it moved the record to 
the new archived form what is the create date of the record?

Would it be the date the record was created in the original form or when it was 
created in the new archive form?

Thanks,

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

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Archiving question

[Howard Richter]

Good morning, afternoon and evening all,

 

We are looking into some issues with data that was archived and need to
verify some info.

 

So I need to ask, if you enable archiving on a form, and it moved the record
to the new archived form what is the create date of the record?

 

Would it be the date the record was created in the original form or when it
was created in the new archive form?

 

Thanks,

 

Howard


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Re: ITSM 764 Help Desk Indexes

[Sanford, Claire]

BMC has so much workflow tied to the fields that you want to remove the indexes 
from that you may not know what kind of performance hit it will cause.

I added indexes on the date fields and have seen no issues with having 19 
indexes.  Almost all of the people here search on the dates fields and without 
that index it is a slow process.

The only one that I would not worry about is the Owner Login ID - unless you 
actually use that.  We don't do anything with the owner fields.  We have them 
populate with the group that the ticket is assigned.

I unhid so many fields that BMC did not think were important that I had to add 
some indexes!



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

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



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso
Sent: Wednesday, August 14, 2013 9:46 AM
To: arslist@ARSLIST.ORG
Subject: ITSM 764 Help Desk Indexes

Want to add some more "useful" indexes to the HPD:Help Desk form in ITSM 764 
sp2 but am getting some push back from our DBAs that there are already 16 (out 
of the box) and adding more could impact performance. Some of the indexes I am 
considering removing are :

Product Name
Incident Asscoiation Type
mc_ueid
Component_ID
Original Incident Number
Owner Login ID

Not sure how the above indexes are used througout the application and BMC could 
not provide an answer.

Has anyone done any work with the OOTB indexes?

Thank you.

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Re: ITSM 764 Help Desk Indexes

[Mitcham, Ross]

Removing some predefined indexes in most cases will cause you performance 
issues in other areas, for example:
 Removing the Original Incident Number as an index will certainly 
impact any Original Duplicate functionality being used
Things like Owner Login ID/Product Name are used in application 
functional queries, reports and general QBE searches etc.

I would recommend caution before removing any of these.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso
Sent: Wednesday, August 14, 2013 10:46 AM
To: arslist@ARSLIST.ORG
Subject: ITSM 764 Help Desk Indexes

Want to add some more "useful" indexes to the HPD:Help Desk form in ITSM 764 
sp2 but am getting some push back from our DBAs that there are already 16 (out 
of the box) and adding more could impact performance. Some of the indexes I am 
considering removing are :

Product Name
Incident Asscoiation Type
mc_ueid
Component_ID
Original Incident Number
Owner Login ID

Not sure how the above indexes are used througout the application and BMC could 
not provide an answer.

Has anyone done any work with the OOTB indexes?

Thank you.

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Re: Home Page (version 7.6.04)

[Ray Gellenbeck]

Another, simpler strategy is to use test users for each test case and set the 
home page different for each test case loginid.  That is what I usually do.

Chg_relcoord for a test release coordinator, inc_usecase3 test user, etc.  your 
policies and management requirements may vary.

Ray



On Aug 14, 2013, at 6:13 AM, Ron Young  wrote:

> Just wondering...is there a way to have more than one home page? We have 
> several different home pages for different groups...say for instance Test A 
> home Page, Test B Home Page, Test C Home Page, and Management Home Page. When 
> my supervisor logs into Remedy his home page is the Management Home Page but 
> he wants to be able to queickly access the 3 Test home pages in this 
> scenario. What is the best way to do this if I could? I have Version 8 
> Devekoper and User is the 7.6.
> 
> Thanks for all and any help.
> 
> Ron 
> 
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Re: ITSM 764 Help Desk Indexes

[Frank Caruso]

I did not remove the indexes.
I assumed removing the "uneeded" indexes would be better for the database.
We are not seeing problems at this point but trying to be proactive. The bulk 
of reports in our old Remedy system used create and resolved dates

I was trying to figure why the indexes exist and if some of them could be 
removed. The indexes I want to add are on datetime fields such as submit date 
and resolved date. Not sure why these are not indexed OOTB as they are used for 
the most basic ticket metrics. FTS will not work on date fields. Also, for 
users doing reporting via direct DB access (not through ARS) how is FTS going 
to help them?

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Re: Home Page (version 7.6.04)

[Ray Gellenbeck]

Short of custom development that pushes a new value to the field stored for 
home page preference on the appropriate preference sub table, there isn't any 
out of the box answer.  Just build a set of active links that checks which 
server you are on and any other criteria, then pushes the new home page value 
to that user's preference record.

I know custom anything is a dirty word these days, but the canned app was never 
intended to be the end-all-be-all, just a way of giving 99% of customers 99% of 
the desired functionality with minimal custom coding, but sounds like custom 
behavior is what you desire.  This is a 1% scenario.

Ray



On Aug 14, 2013, at 6:13 AM, Ron Young  wrote:

> Just wondering...is there a way to have more than one home page? We have 
> several different home pages for different groups...say for instance Test A 
> home Page, Test B Home Page, Test C Home Page, and Management Home Page. When 
> my supervisor logs into Remedy his home page is the Management Home Page but 
> he wants to be able to queickly access the 3 Test home pages in this 
> scenario. What is the best way to do this if I could? I have Version 8 
> Devekoper and User is the 7.6.
> 
> Thanks for all and any help.
> 
> Ron 
> 
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Re: ITSM 764 Help Desk Indexes

[Ray Gellenbeck]

Hi Frank,

Long time no see.  To your issue, I won't be quite so blunt, but on the DBA 
claim, it would be interesting to have them factually back up that claim of 
degradation if any more indexes are added.  Chances are, the db you sit on has 
some health issues already, but you're here for help, not criticism, so I would 
offer that the original incident index can go if you don't do a lot of children 
incident tickets, along with owner login Id unless you have a user base in the 
thousands.  It's hard to be more helpful from out of the blue.

Ray Gellenbeck



On Aug 14, 2013, at 7:45 AM, Frank Caruso  wrote:

> Want to add some more "useful" indexes to the HPD:Help Desk form in ITSM 764 
> sp2 but am getting some push back from our DBAs that there are already 16 
> (out of the box) and adding more could impact performance. Some of the 
> indexes I am considering removing are :
> 
> Product Name
> Incident Asscoiation Type
> mc_ueid
> Component_ID
> Original Incident Number
> Owner Login ID
> 
> Not sure how the above indexes are used througout the application and BMC 
> could not provide an answer.
> 
> Has anyone done any work with the OOTB indexes?
> 
> Thank you.
> 
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Re: ITSM 764 Help Desk Indexes

[Hullule, Kiran]

What led you decide to remove indexes from the form?
Why do you think removing indexes will help?
What problem you are addressing there?
How sure your DBA about his comment on performance impact due to FTS index 
enabled on those fields?
  As far as I know there should not be any problem having indexes created on 
these fields. The goal of FTS is following:

1) Faster and effective searches instead of full table scan
2) case insensitive searches
3) attachment level searches
4) better performance in search

If FTS gives it then I wonder what specific problem you see with these fields.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso
Sent: Wednesday, August 14, 2013 8:16 PM
To: arslist@ARSLIST.ORG
Subject: ITSM 764 Help Desk Indexes

Want to add some more "useful" indexes to the HPD:Help Desk form in ITSM 764 
sp2 but am getting some push back from our DBAs that there are already 16 (out 
of the box) and adding more could impact performance. Some of the indexes I am 
considering removing are :

Product Name
Incident Asscoiation Type
mc_ueid
Component_ID
Original Incident Number
Owner Login ID

Not sure how the above indexes are used througout the application and BMC could 
not provide an answer.

Has anyone done any work with the OOTB indexes?

Thank you.

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ITSM 764 Help Desk Indexes

[Frank Caruso]

Want to add some more "useful" indexes to the HPD:Help Desk form in ITSM 764 
sp2 but am getting some push back from our DBAs that there are already 16 (out 
of the box) and adding more could impact performance. Some of the indexes I am 
considering removing are :

Product Name
Incident Asscoiation Type
mc_ueid
Component_ID
Original Incident Number
Owner Login ID

Not sure how the above indexes are used througout the application and BMC could 
not provide an answer.

Has anyone done any work with the OOTB indexes?

Thank you.

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Re: Home Page (version 7.6.04)

[Pierson, Shawn]

I misread your email, I was thinking different homepages for different people 
rather than multiple homepages for one person.  If it's custom applications, 
why not put links to the other forms on your custom consoles?  Alternatively, 
if you set those forms as Entry Points they will show up in the Applications 
flyout menu on the left side of the screen and be easier to get to from there 
(providing your custom homepages are developed to include the Applications 
flyout menu.)

Thanks,

Shawn Pierson 
Remedy Developer | Energy Transfer


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Young, Ronald P.
Sent: Wednesday, August 14, 2013 8:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Home Page (version 7.6.04)

Shawn, thanks for your response. I know I can go into Tools/Options and the 
Home Page tab and set up the Home Page there but you are only allowed one Home 
Page in that blank. (Form Name)

Thanks,
Ron Young

"Life is 10% what happens to you and 90% how you react to it." -Charles 
Swindoll “You are never too old to set another goal or to dream a new dream.”  
C.S. Lewis



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Wednesday, August 14, 2013 8:21 AM
To: arslist@ARSLIST.ORG
Subject: Re: Home Page (version 7.6.04)

If you are using ITSM you can go into the Application Preferences on any of the 
consoles (e.g. Incident Console) and set the Default Home Page to be something 
else.

If you are using custom applications or some of the users are not using ITSM 
and are using custom apps, on the AR System User Preference form go to the Home 
Page tab and specify a different Form Name.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ron Young
Sent: Wednesday, August 14, 2013 8:14 AM
To: arslist@ARSLIST.ORG
Subject: Home Page (version 7.6.04)

Just wondering...is there a way to have more than one home page? We have 
several different home pages for different groups...say for instance Test A 
home Page, Test B Home Page, Test C Home Page, and Management Home Page. When 
my supervisor logs into Remedy his home page is the Management Home Page but he 
wants to be able to queickly access the 3 Test home pages in this scenario. 
What is the best way to do this if I could? I have Version 8 Devekoper and User 
is the 7.6.

Thanks for all and any help.

Ron 

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Re: Home Page (version 7.6.04)

[Das, Anusha (non-US)]

Here is LJ answering this:

https://communities.bmc.com/thread/85631


Thanks,
Anusha

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Young, Ronald P.
Sent: Wednesday, August 14, 2013 9:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Home Page (version 7.6.04)

Shawn, thanks for your response. I know I can go into Tools/Options and the 
Home Page tab and set up the Home Page there but you are only allowed one Home 
Page in that blank. (Form Name)

Thanks,
Ron Young

"Life is 10% what happens to you and 90% how you react to it." -Charles 
Swindoll “You are never too old to set another goal or to dream a new dream.”  
C.S. Lewis



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Wednesday, August 14, 2013 8:21 AM
To: arslist@ARSLIST.ORG
Subject: Re: Home Page (version 7.6.04)

If you are using ITSM you can go into the Application Preferences on any of the 
consoles (e.g. Incident Console) and set the Default Home Page to be something 
else.

If you are using custom applications or some of the users are not using ITSM 
and are using custom apps, on the AR System User Preference form go to the Home 
Page tab and specify a different Form Name.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ron Young
Sent: Wednesday, August 14, 2013 8:14 AM
To: arslist@ARSLIST.ORG
Subject: Home Page (version 7.6.04)

Just wondering...is there a way to have more than one home page? We have 
several different home pages for different groups...say for instance Test A 
home Page, Test B Home Page, Test C Home Page, and Management Home Page. When 
my supervisor logs into Remedy his home page is the Management Home Page but he 
wants to be able to queickly access the 3 Test home pages in this scenario. 
What is the best way to do this if I could? I have Version 8 Devekoper and User 
is the 7.6.

Thanks for all and any help.

Ron 

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Re: Home Page (version 7.6.04)

[Young, Ronald P.]

Shawn, thanks for your response. I know I can go into Tools/Options and the 
Home Page tab and set up the Home Page there but you are only allowed one Home 
Page in that blank. (Form Name)

Thanks,
Ron Young

"Life is 10% what happens to you and 90% how you react to it." -Charles Swindoll
“You are never too old to set another goal or to dream a new dream.”  C.S. Lewis



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Wednesday, August 14, 2013 8:21 AM
To: arslist@ARSLIST.ORG
Subject: Re: Home Page (version 7.6.04)

If you are using ITSM you can go into the Application Preferences on any of the 
consoles (e.g. Incident Console) and set the Default Home Page to be something 
else.

If you are using custom applications or some of the users are not using ITSM 
and are using custom apps, on the AR System User Preference form go to the Home 
Page tab and specify a different Form Name.

Thanks,

Shawn Pierson 
Remedy Developer | Energy Transfer


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ron Young
Sent: Wednesday, August 14, 2013 8:14 AM
To: arslist@ARSLIST.ORG
Subject: Home Page (version 7.6.04)

Just wondering...is there a way to have more than one home page? We have 
several different home pages for different groups...say for instance Test A 
home Page, Test B Home Page, Test C Home Page, and Management Home Page. When 
my supervisor logs into Remedy his home page is the Management Home Page but he 
wants to be able to queickly access the 3 Test home pages in this scenario. 
What is the best way to do this if I could? I have Version 8 Devekoper and User 
is the 7.6.

Thanks for all and any help.

Ron 

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Re: Home Page (version 7.6.04)

[Pierson, Shawn]

If you are using ITSM you can go into the Application Preferences on any of the 
consoles (e.g. Incident Console) and set the Default Home Page to be something 
else.

If you are using custom applications or some of the users are not using ITSM 
and are using custom apps, on the AR System User Preference form go to the Home 
Page tab and specify a different Form Name.

Thanks,

Shawn Pierson 
Remedy Developer | Energy Transfer


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ron Young
Sent: Wednesday, August 14, 2013 8:14 AM
To: arslist@ARSLIST.ORG
Subject: Home Page (version 7.6.04)

Just wondering...is there a way to have more than one home page? We have 
several different home pages for different groups...say for instance Test A 
home Page, Test B Home Page, Test C Home Page, and Management Home Page. When 
my supervisor logs into Remedy his home page is the Management Home Page but he 
wants to be able to queickly access the 3 Test home pages in this scenario. 
What is the best way to do this if I could? I have Version 8 Devekoper and User 
is the 7.6.

Thanks for all and any help.

Ron 

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Re: Weird issue consuming a WSDL...

[Grooms, Frederick W]

It sounds like they are using some XML structure in the other operations that 
Remedy cannot handle so it will not show the operations.   What I have done 
before is to save the WSDL as a file and edit the file so Remedy can handle it. 
 Then just use the file in the consuming filter in Remedy.

Fred

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Tuesday, August 13, 2013 10:12 PM
To: arslist@ARSLIST.ORG
Subject: Weird issue consuming a WSDL...

**

Have any of you had a problem when trying to consume a external WSDL, where you 
cannot see the operations defined on that WSDL when it is loaded on the 
Developer Studio?



I have a WSDL that was published by the BizTalk developer that I am attempting 
to consume that has 4 operations defined, and I can see and use these 4 
operations from soapUI. The request envelope appears to be quite simple as well 
as the response envelopes.



However when I load that WSDL to develop a filter in Remedy, I see just one 
operation and cannot see the other if I click the drop list of operations while 
developing that filter.



I even tried asking their developer to publish the WSDL on version 1.1 and as 
expected, that didn't help either.



Any of you had a similar issue?



I would be glad to share the WSDL file on here if need be, but before that I'd 
love to hear if any of you had a similar issue and what you'll did to overcome 
it.



Cheers



Joe



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Home Page (version 7.6.04)

[Ron Young]

Just wondering...is there a way to have more than one home page? We have 
several different home pages for different groups...say for instance Test A 
home Page, Test B Home Page, Test C Home Page, and Management Home Page. When 
my supervisor logs into Remedy his home page is the Management Home Page but he 
wants to be able to queickly access the 3 Test home pages in this scenario. 
What is the best way to do this if I could? I have Version 8 Devekoper and User 
is the 7.6.

Thanks for all and any help.

Ron

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Re: ITSM 7.6.04 - Integration through Java API

[Longwing, Lj]

that's the funny thing...you don't need to create a macro, the runmacro
program can of course execute a macro, but it's also able to export data
without a macro...just check out the command line docs that I referenced.


On Wed, Aug 14, 2013 at 1:29 AM, Neha Khandelwal  wrote:

> **
> Thanks LJ for responding on this.
> I also thought of runmcaro option earlier.
> But as I am new to ITSM 7.6.04, I have few very basic doubts, Can you also
> please assist me on following.
>
> 1. As ITSM 7.6.04 is URL based application, how can I create macro there
> (As I was able to create earlier in Remedy User Tool).
> 2. Underlying operating system for ITSM application is UNIX. Should I
> first create macro file and then to manually move it to arcmds directory on
> UNIX machine? Or can you please tell me about exact process?
>
> Thanks in advance.
>
> Regards
> Neha
>
> On Tue, Aug 13, 2013 at 6:45 PM, Longwing, Lj  wrote:
>
>> **
>> Neha,
>> If I was going to do this...I think I would try to utilize the 'runmacro'
>> command line tool...it has options to export contents of records to
>> file...it can export to csvso my overall approach might be to execute a
>> perl script that would call run-macro, and then ftp the file to the remote
>> host...below is the documentation for runmacro
>>
>>
>> https://docs.bmc.com/docs/display/public/ars81/Enabling+the+runmacro+command-line+utility
>>
>>
>>  On Tue, Aug 13, 2013 at 12:18 AM, Neha  wrote:
>>
>>>  Hello everyone,
>>>
>>> Request you to please provide me your assistance in resolving below
>>> mentioned issue-
>>>
>>> I am using BMC ITSM 7.6.04 version. I have the requirement to send some
>>> selected Incidents to a 3rd party application via FTP mode on periodic
>>> basis.
>>>
>>> Following options have been come into my mind:
>>>
>>> 1. Through BMC Analytics, schedule to send report via FTP mode.
>>>
>>> My requirement is to send plain text file through FTP mode with some
>>> specific delimiter. But plain text file option is not available in BMC
>>>   Analytics,
>>>
>>> Also is there any option that I need to enable first before sending
>>> file in FTP mode?
>>>
>>> 2. Through Java API -
>>>
>>>  1. Create an escalation to run on periodic basis which I want.
>>>
>>>  2. This escalation will invoke a Java script, and through Java API
>>> commands, retrieve set of incidents from HPD:Help Desk.
>>>
>>>   Can you please assist me which java API method should be used to
>>> acheive the purpose. Can you please share with me some sample code?
>>>
>>> Also please suggest me which option described above is more feasible -
>>>
>>> Regards
>>>
>>> Neha
>>>
>>>
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>>>
>>
>> _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: Installing 2 mid-tiers on the same machine

[Vyom Labs Support]

Hi,

 

Please check below link, it may help you,

 

https://communities.bmc.com/thread/42883?start=0
 &tstart=0




--

Regards,

Vilas Auti 

Vyom Labs Pvt. Ltd.

BSM Solutions & Services || ITIL Consulting & Training

Web Site:   www.vyomlabs.com Follow Vyom Labs
 http://twitter.com/#!/vyomlabs ||

http://www.linkedin.com/company/vyom-labs

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Karthik
Sent: Tuesday, August 13, 2013 10:20 PM
To: arslist@ARSLIST.ORG
Subject: Installing 2 mid-tiers on the same machine

 

** 

Dear All,

 

hope you are having a good day.

 

I have a scenario where we have configured our own SSO plugin on a server
that has 1 midtier installed. now, customer has exposed this on public IP so
that it can be accessed over internet. however, when accessed over internet,
it asks for windows authentication.

 

To resolve this, we have planned to install one more mid-tier instance on
the same machine and expose this on public ip so that they dont get prompted
for windows authentication and login using remedy native authentication.

 

we cant install the 2nd mid tier on a different machine due to
unavailability.

 

when we try to install 2nd mid-tier on the same machine, installer says it
will upgrade the existing mid-tier even if we chose new installation in the
beginning. any ideas?

 

ARS/MT version: 8.1

Windows Server 2008

 

-- 
- Karthik 

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Re: Setting Text Color of Checkbox and Radio Button Fields

[Ray Gellenbeck]

Just tested/verified the problem on new test form.  Here's how to see my 
problem quickly...

1.  Create new form (display-only or regular)
2.  Under appearance, set background color to custom and make it black
3.  Add a small trim box and set its background color to custom light gray.
4.  Add a radio button field and set the COLOR - Label\Text Color attribute to 
custom white.

Note that only the label text goes white.  The data text (Default1) stays 
black.  Verify by moving the radio button data over the gray trim box.

Demonstrated problem: Label\Text Color attribute does not change data color on 
selection fields (radio button and check box) data text.

Solutions?


On Aug 13, 2013, at 11:26 PM, Ray Gellenbeck  wrote:

> I have seen this in the past, but it wasn't as much an issue as it is now, so 
> I'll ask.
> 
> I have a custom form with a dark background and I'm using white color for my 
> field label text.  I can set that no problem.
> 
> I use the default light background for the field input areas and black text 
> appears.  That is also fine.
> 
> However, I do want radio button fields and check box fields to appear with 
> white text instead of the default black.  Unfortunately, so far, the text for 
> selection values for radio button fields or for check box fields do NOT 
> change to white.  They remain black no matter what color settings I use in 
> the Display and Color sections.
> 
> Is this a known limitation?  Known bug?  Do I have to edit the overall 
> default properties at the server level???  I'd probably just put some kind of 
> light background under those fields before I'd resort to that.
> 
> I'd hate to have to set a gray/light background in just those areas of the 
> form as it would be a huge visual distraction from the flow.
> 
> Thanks in advance for replies.
> 
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Issue with relationship data exchange after upgrade of Atrium from 2.1.00 to 7.6.04

[Maynard,Tor T.]

ARListers:

We've recently upgraded from the following:
ARSystem 7.1.00 Build 200708221849
Atrium 2.1.00 Patch 5
AIE 7.1.00 Patch 006
Asset Mgmt 7.0.03
OS - MS Windows Server 2003 Std Edition SP2
DB - MS SQL Server 9.0.5266

To the following:
ARSystem 7.6.04 Patch 4
Atrium 7.6.04 Patch 4
AIE 7.6.04 Patch 4
Asset Mgmt 7.6.04 Patch 4
OS - MS Windows Server 2008 R2 Std
DB - MS SQL Server 10.50.4270

When we performed the upgrade, we performed many steps, but in simple terms, we 
installed ARSystem, then a couple of patches of Asset to enable the 
installation of Atrium, then Atrium, then Asset Mgmt, and then, because AIE 
didn't work correctly (fields were missing on the EIE:MappingInfo form), BMC 
Support directed us to uninstall and reinstall just AIE.  After we did that, 
data exchanges seemed to work, and most of them still do, but unfortunately, 
all relationship data exchanges where we do not Restrict to DatasetId in the 
mapping do not work.  

The following is an excerpt from the log showing normal counts (when it was 
running before the upgrade):
[Tue Apr 23 2013 20:39:33.4100] -   Session statistics: 
Relationship class requests: 3077, Class1-Class2 requests: 3707
[Tue Apr 23 2013 20:39:33.4100] -   Session statistics: 
Requests added: 0, updated: 3076, deleted: 1, errors: 0, warnings: 0

The following is an excerpt from the first run of this same exchange after the 
upgrade:
[Thu May 02 2013 08:10:26.2530] -   Session statistics: 
Relationship class requests: 6152, Class1-Class2 requests: 3597, ByPassed: 0 
Class1 Records
[Thu May 02 2013 08:10:26.2530] -   Session statistics: 
Requests added: 0, updated: 0, ByPassed: 0, deleted: 6152, errors: 0, warnings: 
0 ,ignored: 0

The following is an excerpt from the next run of that same exchange (all 
subsequent runs have similar counts):
[Mon May 06 2013 13:09:06.1220] -   Session statistics: 
Relationship class requests: 0, Class1-Class2 requests: 3610, ByPassed: 0 
Class1 Records
[Mon May 06 2013 13:09:06.1220] -   Session statistics: 
Requests added: 0, updated: 0, ByPassed: 0, deleted: 0, errors: 0, warnings: 0 
,ignored: 0


I've entered an issue with BMC, but they/we still can't determine what to do to 
get exchanges like this to work.  I did spend some time with an Atrium expert 
on a webex, and he explained that we're not doing things the way he would do 
them, but it would be a significant change to our design.  Our goal is to 
somehow get these data exchanges to work, but he didn't have an explanation for 
this immediate issue.  He did say, maybe that having the data on a flat file 
than in a database table might help.  I did try that, but unfortunately, got 
the same results (did not create the relationships).  

Mapping details:
Relationship source = External Data Store
Direction = External Data into CMDB
External Data Store = SqlServer
Table Name = dbo.Application_Server
Restrict to DatasetId = NULL
If a record is deleted from source = Mark as deleted
Namespace = BMC.CORE
Relationship Class Name = BMC_Dependency
Primary Class = BMC_ComputerSystem
Secondary Class = BMC_Application


If anyone has encountered similar behavior, please let me know what you did to 
fix it.  I can supply more details.  

Thanks!
Tor Maynard
Air Products and Chemicals, Inc.

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Re: The value(s) for this entry violate a unique index that has been defined for this form, 382 when saving an Active Link (UNCLASSIFIED)

[Ray Gellenbeck]

Haven't encountered it yet in 8.1.

Ray



On Aug 12, 2013, at 10:24 AM, Gordon Frank  wrote:

> **
> Thanks for the help everyone,
> 
>  
> 
> The problem was the "Record Object Relationships" parameter. This is a 
> development\test server and I had turned this parameter on to trace workflow 
> on another object. The relationships worked great but it apparently takes 
> some load on the system and causes the "unique index" error I got when saving 
> the Active Link.
> 
>  
> 
> Once I turned off  "Record Object Relationships" I was able to save again. I 
> had Development Cache Mode turned on as well. I will probably open a BMC Tech 
> Support ticket on this just to see what they say.
> 
>  
> 
> Does anyone know if this has been fixed in 8.1? We are at 7.6.4 and will soon 
> migrate to 8.1.
> 
>  
> 
> I can live with doing "Record Object Relationships" on demand and restart the 
> server, but it is ackward.
> 
>  
> 
> Thanks again and if I hear anything else, I'll let you know
> 
>  
> 
> Gordon Frank
> 
> From: "Frederick W Grooms" 
> To: arslist@ARSLIST.ORG
> Sent: Friday, August 9, 2013 5:58:27 PM
> Subject: Re: The value(s) for this entry violate a unique index that has been 
> defined for this form, 382 when saving an Active Link (UNCLASSIFIED)
> 
> **
> 
> If you have “mucked” about in the object relationships at the database you 
> need to bounce your system
>  
> For some reason BMC chose not to use the same logic as next entry id for a 
> form and instead reads the last relationship ID at startup.  The server then 
> uses an internal counter to increment the entry ID for the relationships.  I 
> suspect they do the same for the other meta data.
>  
> Fred
>  
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj
> Sent: Friday, August 09, 2013 4:19 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: The value(s) for this entry violate a unique index that has been 
> defined for this form, 382 when saving an Active Link (UNCLASSIFIED)
>  
> **
> were you saving a Form or an Active Link?...I still recommend turning on SQL 
> logging to figure out what form has the unique index it's complaining about.  
> I have personally come across this when saving a form, on the unique index on 
> schema_index on overlaid forms..
>  
> 
> On Fri, Aug 9, 2013 at 3:16 PM, gjjmss wrote:
> **
> We got this just renaming a button
> 
>  
> 
> Gordon
> 
>  
> 
> Sent from my Verizon Wireless 4G LTE Smartphone. 
> 
> 
> 
> -- Original message --
> 
> If you don't see that active link name in the list of active links, there 
> could be a cache problem.  I've had similar things happen where I had to 
> remove the cache in the Dev Studio workspace and then log back into the 
> server and bring the list back up.
>  
> - Original Message -
> From: "Rick Cook" 
>  
> To: arslist@ARSLIST.ORG
> Sent: Friday, August 9, 2013 3:30:08 PM
> Subject: Re: The value(s) for this entry violate a unique index that has been 
> defined for this form, 382 when saving an Active Link (UNCLASSIFIED)
>  
> ** 
> Like LJ said, it's not Java.  There is, in the metadata, an Active Link with 
> the same name as the one you're saving.  I did think about the possibility 
> that an action in the Active Link might cause that error, but I don't think 
> so.  Only adding a Unique attribute to an index would give you that if it 
> were anything but a duplicate AL name. 
>  
> Rick 
>  
>  
>  
>  
> On Fri, Aug 9, 2013 at 12:23 PM, Gordon Frank < gjj...@comcast.net > wrote: 
>  
>  
> ** 
>  
>  
> Sorry, I forgot to change the subject line on the original 
>  
> -Original Message- 
> From: gjj...@comcast.net [mailto: gjj...@comcast.net ] 
> Sent: Friday, August 09, 2013 3:18 PM 
> To: arslist@ARSLIST.ORG 
> Cc: Frank, Gordon M CTR (US) 
> Subject: Re: SLM 7.6.04 Service Target Milestones not appearing on Incident 
>  
> Has anybody seen this: 
>  
>  
>  
> The value(s) for this entry violate a unique index that has been defined for 
> this form,  382, 
>  
>  
>  
> When trying to save an Active Link within Developer Studio 7.6.4? 
>  
>  
>  
> I get a feeling its a Java issue. 
>  
>  
>  
> If you know the correction, I would appreciate the feedback. 
>  
>  
>  
> Thanks 
>  
>  
>  
> Gordon Frank 
>  
>  
> Classification: UNCLASSIFIED 
> Caveats: NONE 
>  
>  
>  
>  
> _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: Using BPCU while ARS Upgrade?

[Hullule, Kiran]

Best Approach:
Go to best practice customization mode
Create Form Overlay
Create View Overlay on which you have planned to update/add the fields
Create Field Overlay if modifying existing field,
 If not,
Add custom field that you need to


From: Action Request System discussion list(ARSLis
t) [mailto:arslist@ARSLIST.ORG] On Behalf Of Raj
Sent: Wednesday, August 14, 2013 3:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: Using BPCU while ARS Upgrade?

**
For backward compatibility of our ITSM(HD 5.6) and existing customizations on 
User form, we analyzed and decided to create those Custom fields on newer 
version.
To do that what is the recommended approach - Do I have to create overlay for 
User form and then modify the overlay in Best Customization mode or I just go 
to Base Development mode and start adding the fields?
Also, at what step do I use BPCU(do I need to use it at all or I can skip it?)
_ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Using BPCU while ARS Upgrade?

[Raj]

For backward compatibility of our ITSM(HD 5.6) and existing customizations 
on User form, we analyzed and decided to create those Custom fields on 
newer version.
To do that what is the recommended approach - Do I have to create overlay 
for User form and then modify the overlay in Best Customization mode or I 
just go to Base Development mode and start adding the fields?
Also, at what step do I use BPCU(do I need to use it at all or I can skip 
it?)

On Tuesday, August 13, 2013 8:47:17 AM UTC-7, Raj wrote:
>
> ** 
> Hi All,
> We are in the process of upgrading ARS from v5.1.2 to v8.1. We also have 
> HD v5.6 which at this point are not thinking of upgrading as we have heavy 
> customization. Now coming on to ARS, we also have some customizations on 
> our core forms.
> While running the upgrade installer to v7.6.04(from v7.1), we had to 
> delete User and Group forms(without this step upg installer was failing) 
> and installer recreated them again. During this process we lost 
> customizations to User & Group form(s).
> At this point, we are still re-visiting the customizations we have to the 
> core forms to see if we really need them.
> Based on the above scenarios I have couple of questions:
> 1. Do we still need to run BPCU to convert pre-v7.6.04 objects into 
> overlays[as we are only upgrading ARS but not ITSM(HD)] ?
> 2. What would overlays help us with in our scenario, as we have ARS +ITSM 
> (HD5.6 only) ?
>
> Thanks again,
> Raj
> _ARSlist: "Where the Answers Are" and have been for 20 years_


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Re: Using BPCU while ARS Upgrade?

[Raj]

For backward compatibility of our ITSM(HD 5.6) and existing customizations 
on User form, we analyzed and decided to create those Custom fields on 
newer version.
To do that what is the recommended approach - Do I have to create overlay 
for User form and then modify the overlay in Best Customization mode or I 
just go to Base Development mode and start adding the fields?
Also, at what step do I use BPCU(do I need to use it at all or I can skip 
it?)

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Fwd: CMDB <--->BPPM - Urgent

[syedziyan08]

Hi All,

I need your help in the following issue/requirement.

We have implemented ITSM 7.6.04, CMDB 7.6, BPPM, ADDM on Linux. Oracle 11G.

Now in CMDB we have CI names (CI Name, CI Description) which has the value
as - "abcd.test.com" in both the fields (BMC_ComputerSystem). Now the same
value is populated and captured in BPPM.

But these CI names and CI description does not indicate any significant
information (if the server is ARS Application server or AR MIdtier or
LoadBalancer etc. )

Now our requirement is to feed some value in any of the fields (May be in
:System Role" or "Environment Specification"), But I am not aware of the
Impact of the same, even not aware of the impact for updating "CI
Description" as well with this kind of information.

Kindly suggest me if we can use this fields and also how the fields are
mapped with BPPM to have updated data (any field mapping between CMDB<>BPPM
will help)

Waiting for your response. Thanks in advance.

Thanks

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Re: Slow import

[Danny Kellett]

Lars

Have you run this query outside the AR system? E.g. Through SQLplus / SQL query 
analyser?

Regards
Danny

On 14 Aug 2013, at 07:31, lars.j.petters...@vattenfall.com wrote:

> **
> Hi, I have problem using the import tool, it can take 10 seconds to import 
> one entry from a file…this has worked fine before with the same code.
>  
> We have isolated to problem to the sql below, which is run several 
> times/record, and this sql takes a lot of time.
>  
> T1 is Ar System Message Catalog
>  
> There is one index for this form which has been rebuilt without any better 
> performance
>  
>  
> SELECT T1.C1,C152,C155,C156 FROM T1 WHERE ((T1.C8 = '302') AND (T1.C7
> = 0) AND
> (T1.C150 = 0) AND ((T1.C152 LIKE 'SVE%') OR (T1.C152 IS NULL))) ORDER
> BY C152 ASC, 1 ASC
>  
>  
> Any ideas?
>  
> 7.6.04
>  
> // BR Lars
>  
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: ITSM 7.6.04 - Integration through Java API

[Neha Khandelwal]

Thanks LJ for responding on this.
I also thought of runmcaro option earlier.
But as I am new to ITSM 7.6.04, I have few very basic doubts, Can you also
please assist me on following.

1. As ITSM 7.6.04 is URL based application, how can I create macro there
(As I was able to create earlier in Remedy User Tool).
2. Underlying operating system for ITSM application is UNIX. Should I first
create macro file and then to manually move it to arcmds directory on UNIX
machine? Or can you please tell me about exact process?

Thanks in advance.

Regards
Neha

On Tue, Aug 13, 2013 at 6:45 PM, Longwing, Lj  wrote:

> **
> Neha,
> If I was going to do this...I think I would try to utilize the 'runmacro'
> command line tool...it has options to export contents of records to
> file...it can export to csvso my overall approach might be to execute a
> perl script that would call run-macro, and then ftp the file to the remote
> host...below is the documentation for runmacro
>
>
> https://docs.bmc.com/docs/display/public/ars81/Enabling+the+runmacro+command-line+utility
>
>
>  On Tue, Aug 13, 2013 at 12:18 AM, Neha  wrote:
>
>>  Hello everyone,
>>
>> Request you to please provide me your assistance in resolving below
>> mentioned issue-
>>
>> I am using BMC ITSM 7.6.04 version. I have the requirement to send some
>> selected Incidents to a 3rd party application via FTP mode on periodic
>> basis.
>>
>> Following options have been come into my mind:
>>
>> 1. Through BMC Analytics, schedule to send report via FTP mode.
>>
>> My requirement is to send plain text file through FTP mode with some
>> specific delimiter. But plain text file option is not available in BMC
>>   Analytics,
>>
>> Also is there any option that I need to enable first before sending
>> file in FTP mode?
>>
>> 2. Through Java API -
>>
>>  1. Create an escalation to run on periodic basis which I want.
>>
>>  2. This escalation will invoke a Java script, and through Java API
>> commands, retrieve set of incidents from HPD:Help Desk.
>>
>>   Can you please assist me which java API method should be used to
>> acheive the purpose. Can you please share with me some sample code?
>>
>> Also please suggest me which option described above is more feasible -
>>
>> Regards
>>
>> Neha
>>
>>
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>>
>
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Re: Weird issue consuming a WSDL...

[Sahil]

Please see the WSDL exception for ARS:

If you have the anyone of them then it will not load into remedy:

I also tried consuming MS Exchange web service, but it did not work due to
following limitations:

Unsupported XML schema constructs :


The following XML schema constructs are not supported in BMC Remedy AR
System:

•Recursive definitions

•list

•union

•Type substitution

•An element of a simpleType having maxOccurs >1

•sequence with two elements having the same name

•sequence with maxOccurs >1 or minOccurs =0

•choice with maxOccurs >1 or minOccurs =0

•all with maxOccurs >1 or minOccurs =0

•sequence directly inside a choice

•Multiple choices under a sequence

•An element under a choice having maxOccurs >1

•Multiple elements under a sequence with one or more of them having
maxOccurs >1 (if there is only one element that could have maxOccurs >1)

•substitutionGroup

•redefine

•noNamespaceSchemaLocation

•any

•anyAttribute

•abstract

•mixed="true"

•ID, IDREF, NOTATION, normalizedString, NCName, ENTITY, token, language
(treated as strings, ignoring any restrictions)

•Name (not supported)

•IDREFS, ENTITIES, NMTOKENS (not supported)

•key, unique, keyref (ignored)


regards

sahil


On Wed, Aug 14, 2013 at 5:12 AM, Joe D'Souza  wrote:

> **
>
> Have any of you had a problem when trying to consume a external WSDL,
> where you cannot see the operations defined on that WSDL when it is loaded
> on the Developer Studio?
>
> ** **
>
> I have a WSDL that was published by the BizTalk developer that I am
> attempting to consume that has 4 operations defined, and I can see and use
> these 4 operations from soapUI. The request envelope appears to be quite
> simple as well as the response envelopes.
>
> ** **
>
> However when I load that WSDL to develop a filter in Remedy, I see just
> one operation and cannot see the other if I click the drop list of
> operations while developing that filter.
>
> ** **
>
> I even tried asking their developer to publish the WSDL on version 1.1 and
> as expected, that didn’t help either.
>
> ** **
>
> Any of you had a similar issue?
>
> ** **
>
> I would be glad to share the WSDL file on here if need be, but before that
> I’d love to hear if any of you had a similar issue and what you’ll did to
> overcome it.
>
> ** **
>
> Cheers
>
> ** **
>
> Joe
>
> ** **
>  _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
*Cheers!!*
*Sahil Pathania*

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Re: Has anyone installed 8.1.00.001 yet (8.1 patch 1)?

[laurent matheo]

**
Hi,Went ok for me this morning. I didn't need to launch the installer as administrator (though for 8.0 patch xxx I had to, but it was a different environment).What kind of error do you have?On 14 Aug, 2013,at 03:04 AM, Thad Esser  wrote:**Hi,Can someone let me know if you have successfully downloaded and installed ARS 8.1 patch 1 for a Windows environment?  The file I'm getting out of the EPD doesn't appear to have everything, and the installer is misbehaving when I try to install what is in the file.  I have an open support ticket with BMC, but there isn't much headway being made so I'm hoping to at least level-set that the EPD file is good (or not).Thanks,Thad_ARSlist: "Where the Answers Are" and have been for 20 years__ARSlist: "Where the Answers Are" and have been for 20 years_