Re: Remedy Log Parsing Utilities

[Theo Fondse]

WOW! Thanks LJ!!


On Tue, Oct 29, 2013 at 3:51 PM, LJ LongWing  wrote:

> **
> All,
> I have put together a set of tools that I utilize for log parsing that has
> worked rather well for me personally.  I presented these tools at WWRUG13
> this year and everyone was happy to take a copy.  I have put them out on
> communities, please feel free to run over there and grab a copy to play
> with.  If you have any problems, please comment over there and I'll see
> what I can do to fix the issues :)
>
> https://communities.bmc.com/docs/DOC-27022
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Remove SRM

[Schon, Stuart]

I always hated the way that SRM took over, almost like a virus. Once installed 
backing out is next to impossible unless you took a snapshot backup first. We 
installed the product to review it then found we were stuck. It does warn you 
during the install but who reads these.

 

It would have been better if SRM install  disabled parts that it ‘improved’ 
rather than replacing them.

 

 

Your only course of actions are to install afresh or write new ‘stuff’ to mimic 
what was removed. We did the later….

 

 

 

Stuart Schon
Service Desk Systems - Manager
Fujitsu Australia Limited



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: Wednesday, 30 October 2013 11:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remove SRM

 

** 

Hi,

To answer the question - not easily.  You would need to have the install logs 
and know all the components that were installed.

As mentioned, SRM is an "add-on" to the Requester Console and re-uses the same 
framework (CAI).

 

Much quicker to build a new environment  from scratch.

 



 

Kind Regards,

 

Carl Wilson

 

http://www.missingpiecessoftware.com/

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: 29 October 2013 17:22
To: arslist@ARSLIST.ORG
Subject: Re: Remove SRM

 

** 

The only issue is that SRM stills overwrites the old Requester Console that 
needs to be brought back to be used.

-Original Message-
From: patrick zandi 
To: arslist 
Sent: Tue, Oct 29, 2013 1:18 pm
Subject: Re: Remove SRM

** 

if you never make anything,  there will be nothing presented for customers to 
see.. 

it is a moved point I think.. just ignore it, and do not use it.. 

Remove it from home page.. done.

 

On Tue, Oct 29, 2013 at 12:34 PM, Roger Justice  wrote:

** 

I have only worked with one customer that had backed out SRM and made the 
original Requester console operational, 3 developers and a couple of months of 
work.

 

Your call.

-Original Message-
From: Lee Cullom 
To: arslist 
Sent: Tue, Oct 29, 2013 12:30 pm
Subject: Re: Remove SRM

** 

Ha!  Good one.  That’s funny.  My personal recommendation is to use a time 
machine to go back to the point in the installshield where you checked the box. 
 I recommend the Tardis.

 

Lee Cullom | Northcraft Analytics

IT Metrics Specialist | Business Intelligence for ITSM

Direct - 678-438-7244 | http://www.northcraftanalytics.com 
 

Main - (678) 664-ITSM

What is Northcraft Analytics? Find out in 87 Seconds.   
 

   

   

THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES “CONFIDENTIAL INFORMATION” AND IS SUBJECT TO A CONFIDENTIALITY AND 
NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS LLC (If 
such an agreement is in place).  

   

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Tuesday, October 29, 2013 12:19 PM
To: arslist@ARSLIST.ORG
Subject: Remove SRM  

   

**  

Is it possible to install the preconfigured suite stack and then go back of 
uninstall/unregister/disable a component like SRM so that the original 
requester console can be used?  

   

   

Thanks,  

Ken.  

   

   

   

 

 



 

Confidentiality Requirement: This communication, including any attachment(s), 
may contain confidential information and is for the sole use of the intended 
recipient(s). If you are not the intended recipient, you are hereby notified 
that you have received this communication in error and any unauthorized review, 
use, disclosure, dissemination, distribution or copying of it or its contents 
is strictly prohibited. If you have received this communication in error, 
please notify the sender immediately by telephone or e-mail and destroy all 
copies of this communication and any attachments. 
 

   

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

_ARSl

Re: Training for new admin/developer

[Hodgdon, Paul]

Anyone interested in teaching an individual in my organization the AR 
Foundation 1 & 2 course and the Developer course for 7.6.04?  We would want 
something online and preferably with documentation.   Tried to go thru BMC and 
they aren't offering the Foundation 2 which means we can't get the developer 
training as it is a prerequisite.

Feel free to reach me off list at 
paul.hodg...@unh.edu.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Thursday, October 24, 2013 2:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Training for new admin/developer

**
Too bad that you cant get a demo environment, since after any training you need 
play.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Thursday, October 24, 2013 2:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: [arslist] Training for new admin/developer

**
Some classes are now offered on-line. You attend at your location and will have 
a link to a preconfigured server. This reduces the travel expense.
-Original Message-
From: Upendra Vadaga mailto:vadagaupen...@gmail.com>>
To: arslist mailto:arslist@ARSLIST.ORG>>
Sent: Thu, Oct 24, 2013 2:00 pm
Subject: Re: Training for new admin/developer
**
Hi Paul,
It is recommended to go through BMC course-ware.
Training partner (vendor) can help you in selecting 
and following the best learning path along with few other value adds to those 
which are available on web.
Regards,
Upendra.

On Thu, Oct 24, 2013 at 10:22 PM, Carl Wilson 
mailto:carlbwil...@gmail.com>> wrote:
**
Hi,
The quality of the courses and materials is getting better, BMC use both 
internal and external (contractors - I am one) instructors for training - here 
you can get real people with real world experience teaching these courses.  
With the new online ILT based courses (via WebEx), you can now do these in the 
comfort of your own home or a traditional classroom based course although these 
are now becoming less common.

If you go through a Partner, unless they are BMC fully compliant, you may end 
up using custom (not BMC) material in the course.  Full BMC courses come with 
the associated manuals (either hardcopy or electronic), so you may want to 
check before committing to these courses.



Kind Regards,

Carl Wilson

http://www.missingpiecessoftware.com/

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joanne 
Janssen
Sent: 24 October 2013 17:37

To: arslist@ARSLIST.ORG
Subject: Re: Training for new admin/developer

**
I took the BMC Administrator courses when I came back to Remedy 2 years ago.  
They were good.  I took them through BMC.
Joanne

On Wed, Oct 23, 2013 at 2:13 PM, Hodgdon, Paul 
mailto:paul.hodg...@unh.edu>> wrote:
**
Anyone have any recommendations on some online training for a new 
admin/developer?  Do you recommend BMC classes or through another vendor?

IT Accounts & ITSM Applications Manager
University of New Hampshire
Client Services
Primary: (603) 862-2377
Alternate: (603) 862-4242
paul.hodg...@unh.edu
http://accounts.unh.edu

_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: Remove SRM

[Carl Wilson]

Hi,

To answer the question - not easily.  You would need to have the install logs 
and know all the components that were installed.

As mentioned, SRM is an "add-on" to the Requester Console and re-uses the same 
framework (CAI).

 

Much quicker to build a new environment  from scratch.

 

  _  

 

Kind Regards,

 

Carl Wilson

 

http://www.missingpiecessoftware.com/

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: 29 October 2013 17:22
To: arslist@ARSLIST.ORG
Subject: Re: Remove SRM

 

** 

The only issue is that SRM stills overwrites the old Requester Console that 
needs to be brought back to be used.

-Original Message-
From: patrick zandi 
To: arslist 
Sent: Tue, Oct 29, 2013 1:18 pm
Subject: Re: Remove SRM

** 

if you never make anything,  there will be nothing presented for customers to 
see.. 

it is a moved point I think.. just ignore it, and do not use it.. 

Remove it from home page.. done.

 

On Tue, Oct 29, 2013 at 12:34 PM, Roger Justice  wrote:

** 

I have only worked with one customer that had backed out SRM and made the 
original Requester console operational, 3 developers and a couple of months of 
work.

 

Your call.

-Original Message-
From: Lee Cullom 
To: arslist 
Sent: Tue, Oct 29, 2013 12:30 pm
Subject: Re: Remove SRM

** 

Ha!  Good one.  That’s funny.  My personal recommendation is to use a time 
machine to go back to the point in the installshield where you checked the box. 
 I recommend the Tardis.

 

Lee Cullom | Northcraft Analytics

IT Metrics Specialist | Business Intelligence for ITSM

Direct - 678-438-7244 |   
http://www.northcraftanalytics.com

Main - (678) 664-ITSM

  

  What is Northcraft Analytics? Find out 
in 87 Seconds.  

   

   

  THE CONTENTS OF THIS EMAIL, INCLUDING 
THE CONTENTS OF ANY ATTACHMENTS HERETO, CONSTITUTES “CONFIDENTIAL INFORMATION” 
AND IS SUBJECT TO A CONFIDENTIALITY AND NON-DISCLOSURE AGREEMENT BETWEEN THE 
RECIPIENT AND NORTHCRAFT ANALYTICS LLC (If such an agreement is in place).

   

  From: Action Request System discussion 
list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Tuesday, October 29, 2013 12:19 PM
To: arslist@ARSLIST.ORG
Subject: Remove SRM

   

  ** 

  Is it possible to install the 
preconfigured suite stack and then go back of uninstall/unregister/disable a 
component like SRM so that the original requester console can be used?

   

   

  Thanks,

  Ken.

   

   

   

  
  _  


  Confidentiality Requirement: This 
communication, including any attachment(s), may contain confidential 
information and is for the sole use of the intended recipient(s). If you are 
not the intended recipient, you are hereby notified that you have received this 
communication in error and any unauthorized review, use, disclosure, 
dissemination, distribution or copying of it or its contents is strictly 
prohibited. If you have received this communication in error, please notify the 
sender immediately by telephone or e-mail and destroy all copies of this 
communication and any attachments. 

   

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

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

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

  


-- 
Patrick Zandi 

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

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have been for 20 years_


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Re: EXTERNAL: v8.1 email engine - truncated incoming message

[Martinez, Marcelo A]

[$$
Not A problem :)   Hope it works for your customer.

It may have John who helped me a while back but I couldn't find the thread
$$]


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer
Sent: Tuesday, October 29, 2013 12:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL: v8.1 email engine - truncated incoming message

**
You are right ... sorry I missed the [  ]  in your message Marcelo !!

Susan

On Tue, Oct 29, 2013 at 11:53 AM, Reiser, John J 
mailto:john.j.rei...@lmco.com>> wrote:
**
Actually Marcelo posted the same thing earlier but the closing $$] was a little 
lost in his text.

Thank you,
---
John J. Reiser
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Susan 
Palmer
Sent: Tuesday, October 29, 2013 12:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL: v8.1 email engine - truncated incoming message

**
John ... you  win the prize 

So far in testing the [ were the key.  I had tried the $$ but that didn't work. 
 Hoping the same results come through from the customer!

Thank you so much ...

Susan

On Tue, Oct 29, 2013 at 9:34 AM, Reiser, John J 
mailto:john.j.rei...@lmco.com>> wrote:
**
Susan,
For fields that can contain a return character I think you need to use a 
special field delimiter in the incoming email template.
Tour template would have
! Short Description!: [$$ some text 
Some more text. $$]
The information between [$$ $$] gets submitted to the specified field returns, 
new lines and all.
Thank you,
---
John J. Reiser
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Susan 
Palmer
Sent: Monday, October 28, 2013 11:10 PM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: v8.1 email engine - truncated incoming message

**
Hi everyone,
We've started receiving incoming emails from a customer.  The email engine 
retrieves them and I see the full message in the AR Email Messages form.  The 
template in the email contains the form (staging form) that the message should 
populate.  And it does populate the staging form, mostly.
The description field does not populate completely in the staging form.  It 
does in the Messages form.  If there is a 'return' in the description, in the 
staging form no data appears after the 'return'.
I have a support ticket in but no solution in the last week.  I've suggested to 
the customer to use  in their tickets that are populating the template that 
comes to us but it was not received well.  We do plan on testing that Tuesday.
We have been receiving automated incoming tickets from some internal systems 
for years but those all have single line descriptions so there is no 'return' 
to deal with, so I don't know if it was working the same on v7.5.
The field itself is a 4000 char field.  Nothing else special about it.  Full 
permissions for anyone to write.  The user that is contained in the template 
has full basic permissions, fixed license.
I take the info in the staging form record, create a HT retrieving additional 
information from a Site record to make a complete HT record.  Since the staging 
form record doesn't have the full description there's no opportunity to try and 
manipulate the 'returns' with workflow.
It's almost as if the email engine itself is truncating the contents.
Has anyone seen this also?  What was the solution?  Any help would be 
appreciated.

Thanks,
Susan
Susan Palmer
ShopperTrak
233 S Wacker 41st Floor
Chicago, IL  60606
312-529-5325
spal...@shoppertrak.com
ARS v8.1
Oracle 11g
Linux OS
_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: EXTERNAL: v8.1 email engine - truncated incoming message

[Susan Palmer]

You are right ... sorry I missed the [  ]  in your message Marcelo !!

Susan


On Tue, Oct 29, 2013 at 11:53 AM, Reiser, John J wrote:

> **
>
> Actually Marcelo posted the same thing earlier but the closing $$] was a
> little lost in his text.
>
> ** **
>
> Thank you,
>
> ---
> John J. Reiser
> Remedy Developer/Administrator 
>
> Senior Software Development Analyst
> Lockheed Martin - MS2
> The star that burns twice as bright burns half as long.
> Pay close attention and be illuminated by its brilliance. - paraphrased by
> me 
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Susan Palmer
> *Sent:* Tuesday, October 29, 2013 12:31 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: EXTERNAL: v8.1 email engine - truncated incoming message***
> *
>
> ** **
>
> ** 
>
> John ... you  win the prize 
>
>  
>
> So far in testing the [ were the key.  I had tried the $$ but that didn't
> work.  Hoping the same results come through from the customer!
>
>  
>
> Thank you so much ...
>
>  
>
> Susan
>
> ** **
>
> On Tue, Oct 29, 2013 at 9:34 AM, Reiser, John J 
> wrote:
>
> ** 
>
> Susan,
>
> For fields that can contain a return character I think you need to use a
> special field delimiter in the incoming email template.
>
> Tour template would have
>
> ! Short Description!: [$$ some text 
>
> Some more text. $$]
>
> The information between [$$ $$] gets submitted to the specified field
> returns, new lines and all.
>
> Thank you,
>
> ---
> John J. Reiser
> Remedy Developer/Administrator 
>
> Senior Software Development Analyst
> Lockheed Martin - MS2
> The star that burns twice as bright burns half as long.
> Pay close attention and be illuminated by its brilliance. - paraphrased by
> me 
>
>  
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Susan Palmer
> *Sent:* Monday, October 28, 2013 11:10 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* EXTERNAL: v8.1 email engine - truncated incoming message
>
>  
>
> ** 
>
> Hi everyone,
>
> We've started receiving incoming emails from a customer.  The email engine
> retrieves them and I see the full message in the AR Email Messages form.
> The template in the email contains the form (staging form) that the message
> should populate.  And it does populate the staging form, mostly.
>
> The description field does not populate completely in the staging form.
> It does in the Messages form.  If there is a 'return' in the description,
> in the staging form no data appears after the 'return'.
>
> I have a support ticket in but no solution in the last week.  I've
> suggested to the customer to use  in their tickets that are populating
> the template that comes to us but it was not received well.  We do plan on
> testing that Tuesday.
>
> We have been receiving automated incoming tickets from some internal
> systems for years but those all have single line descriptions so there is
> no 'return' to deal with, so I don't know if it was working the same on
> v7.5.  
>
> The field itself is a 4000 char field.  Nothing else special about it.
> Full permissions for anyone to write.  The user that is contained in the
> template has full basic permissions, fixed license.  
>
> I take the info in the staging form record, create a HT retrieving
> additional information from a Site record to make a complete HT record.
> Since the staging form record doesn't have the full description there's no
> opportunity to try and manipulate the 'returns' with workflow.  
>
> It's almost as if the email engine itself is truncating the contents.
>
> Has anyone seen this also?  What was the solution?  Any help would be
> appreciated.
>
> Thanks,
>
> Susan
>
> Susan Palmer
>
> ShopperTrak
>
> 233 S Wacker 41st Floor
>
> Chicago, IL  60606
> 312-529-5325
>
> spal...@shoppertrak.com
>
> ARS v8.1
>
> Oracle 11g
>
> Linux OS
>
> _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: 7.6.04 SP4 Issue

[Munukutla,Ravishankar]

>> Attachment -  If we tried to attach any file in work log attachment is not 
>> getting attached . For few attachment we are getting error >>.Please find 
>> the attached image.

There have been few security fixes that disallow special characters in 
attachment name. Check the same. If your attachment file name contains special 
characters. Try attaching a normal file which doesn't contain these.

Besides there is also a provision included to whitelist/blacklist certain 
attachment extension in the newer hotfixes on top of 7604 SP4/SP5.

Regards,
Ravi

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dinesh Kumar
Sent: 29 October 2013 21:33
To: arslist@ARSLIST.ORG
Subject: 7.6.04 SP4 Issue

**
Hi All,

We have recently upgrade our remedy mid-tier from 7.6.04 SP1 to 7.6.04 SP4, 
After the upgrade we are facing few issue. Can some one help me to fix these 
issues.

Audit log - Having some discrepancies in Fields Changed column. Please find the 
attached image.

Images in SRMS - Images in Service Request is not showing properly.Please find 
the attached image.

Attachment -  If we tried to attach any file in work log attachment is not 
getting attached . For few attachment we are getting error .Please find the 
attached image.


Thanks,

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

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Re: BTN URL underline v8.1 MidTier?

[Munukutla,Ravishankar]

It is a regression from the previous version in 8.0 and 8.1 RTM/GA version.
Yes this has been addressed in the cumulative  hotfixes (Midtier) on version 
8.0 and 8.1 or applying the latest patches on 8.0 (Patch 3) and 8.1 (Patch 2) 
should help get past this issue.

Defect: SW00453046

Regards,
Ravi

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: 16 October 2013 02:45
To: arslist@ARSLIST.ORG
Subject: Re: BTN URL underline v8.1 MidTier?

**
It looks like it went away for a little while.  I have been missing it as well. 
 We just upgraded an environment to 8.1 patch 2 with a MT hotfix 
MT_8100_2013OCT04_CU_ALL and the underline is back!  I am not sure which part 
brought it back.  I was just pleasantly surprised to see it again.

Jason

On Tue, Oct 15, 2013 at 8:18 AM, Susan Palmer 
mailto:suzanpal...@gmail.com>> wrote:
**
Hi Craig,

We're using v8.1 mid-tier and the underline shows.   Using Display Type = URL 
on the button.  Based on info in Dev Studio, form definition.

Using IE9 and Firefox.  It also works in Chrome although I've been told Chrome 
is not supported.

I didn't do anything special to make that happen.  We did not have mid-tier 
before we upgraded on 10/5/13.

Susan



On Tue, Oct 15, 2013 at 8:43 AM, Craig Carter 
mailto:craig.car...@arpc.denver.af.mil>> wrote:
While testing MidTier v8.1 for upgrade (Windows, Tomcat, IE), noticed the 
existing button URL objects are no longer underlined. Currently running v7.5p8 
and these have been defined and working for years. Can force an underline to 
show up by modifying the style sheet but I then get underlines on the buttons 
as well.

Can anyone confirm the button code changed in v8.1 (perhaps 
compatibility/standards) and that the underline is no longer being displayed 
for btn_url objects? If true, have you figured out a way to easily get them 
back? Trying to decide whether this is the new expected standard? Submitted a 
ticket but the response was less than helpful.

Craig Carter, RSP
Chief, Integration Division

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Re: Remove SRM

[Roger Justice]

The only issue is that SRM stills overwrites the old Requester Console that 
needs to be brought back to be used.


-Original Message-
From: patrick zandi 
To: arslist 
Sent: Tue, Oct 29, 2013 1:18 pm
Subject: Re: Remove SRM


**

if you never make anything,  there will be nothing presented for customers to 
see.. 

it is a moved point I think.. just ignore it, and do not use it.. 

Remove it from home page.. done.






On Tue, Oct 29, 2013 at 12:34 PM, Roger Justice  wrote:

**
I have only worked with one customer that had backed out SRM and made the 
original Requester console operational, 3 developers and a couple of months of 
work.
 
Your call.



-Original Message-
From: Lee Cullom 
To: arslist 
Sent: Tue, Oct 29, 2013 12:30 pm
Subject: Re: Remove SRM


**

Ha!  Good one.  That’s funny.  My personal recommendation is to use a time 
machine to go back to the point in the installshield where you checked the box. 
 I recommend the Tardis.
 
Lee Cullom |Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 |http://www.northcraftanalytics.com
Main - (678) 664-ITSM

What is Northcraft Analytics?Find out in 87 Seconds. 
 
 
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such an agreement is in place).
 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]On Behalf Of Cecil, Ken
Sent: Tuesday, October 29, 2013 12:19 PM
To: arslist@ARSLIST.ORG
Subject: Remove SRM
 
**
Is it possible to install the preconfigured suite stack and then go back of 
uninstall/unregister/disable a component like SRM so that the original 
requester console can be used?
 
 
Thanks,
Ken.
 
 

 


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-- 
Patrick Zandi
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Re: Remove SRM

[Tauf Chowdhury]

Or just build a service that behaves like the Req console and give users the 
direct URL in context to it. You can even call it the requester console. :)

Sent from my iPhone

> On Oct 29, 2013, at 1:18 PM, patrick zandi  wrote:
> 
> **
> if you never make anything,  there will be nothing presented for customers to 
> see.. 
> it is a moved point I think.. just ignore it, and do not use it.. 
> Remove it from home page.. done.
> 
> 
> 
>> On Tue, Oct 29, 2013 at 12:34 PM, Roger Justice  wrote:
>> **
>> I have only worked with one customer that had backed out SRM and made the 
>> original Requester console operational, 3 developers and a couple of months 
>> of work.
>>  
>> Your call.
>> -Original Message-
>> From: Lee Cullom 
>> To: arslist 
>> Sent: Tue, Oct 29, 2013 12:30 pm
>> Subject: Re: Remove SRM
>> 
>> **
>> Ha!  Good one.  That’s funny.  My personal recommendation is to use a time 
>> machine to go back to the point in the installshield where you checked the 
>> box.  I recommend the Tardis.
>>  
>> Lee Cullom | Northcraft Analytics
>> IT Metrics Specialist | Business Intelligence for ITSM
>> Direct - 678-438-7244 | http://www.northcraftanalytics.com
>> Main - (678) 664-ITSM
>> 
>> What is Northcraft Analytics? Find out in 87 Seconds.  
>>  
>>  
>> THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS 
>> HERETO, CONSTITUTES “CONFIDENTIAL INFORMATION” AND IS SUBJECT TO A 
>> CONFIDENTIALITY AND NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND 
>> NORTHCRAFT ANALYTICS LLC (If such an agreement is in place).
>>  
>> From: Action Request System discussion list(ARSList) 
>> [mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
>> Sent: Tuesday, October 29, 2013 12:19 PM
>> To: arslist@ARSLIST.ORG
>> Subject: Remove SRM
>>  
>> **
>> Is it possible to install the preconfigured suite stack and then go back of 
>> uninstall/unregister/disable a component like SRM so that the original 
>> requester console can be used?
>>  
>>  
>> Thanks,
>> Ken.
>>  
>>  
>>  
>> Confidentiality Requirement: This communication, including any 
>> attachment(s), may contain confidential information and is for the sole use 
>> of the intended recipient(s). If you are not the intended recipient, you are 
>> hereby notified that you have received this communication in error and any 
>> unauthorized review, use, disclosure, dissemination, distribution or copying 
>> of it or its contents is strictly prohibited. If you have received this 
>> communication in error, please notify the sender immediately by telephone or 
>> e-mail and destroy all copies of this communication and any attachments.
>>  
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
> 
> 
> 
> -- 
> Patrick Zandi
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Remove SRM

[patrick zandi]

if you never make anything,  there will be nothing presented for customers
to see..
it is a moved point I think.. just ignore it, and do not use it..
Remove it from home page.. done.



On Tue, Oct 29, 2013 at 12:34 PM, Roger Justice  wrote:

> **
> I have only worked with one customer that had backed out SRM and made the
> original Requester console operational, 3 developers and a couple of months
> of work.
>
> Your call.
>  -Original Message-
> From: Lee Cullom 
> To: arslist 
> Sent: Tue, Oct 29, 2013 12:30 pm
> Subject: Re: Remove SRM
>
>  **
>  Ha!  Good one.  That’s funny.  My personal recommendation is to use a
> time machine to go back to the point in the installshield where you checked
> the box.  I recommend the Tardis.
>
> *Lee Cullom | Northcraft Analytics*
> *IT Metrics Specialist | Business Intelligence for ITSM*
> *Direct - 678-438-7244 | 
> **http://www.northcraftanalytics.com*
> **
> *Main - (678) 664-ITSM*
> [image: Description: Description:
> http://t0.gstatic.com/images?q=tbn:ANd9GcSo4qhIq-bDh4Z1UzKXet0tiAZqqejjd1BT8lVOHdrzZQwqeZun][image:
> Description: Description:
> http://t0.gstatic.com/images?q=tbn:ANd9GcSWE5AoudybparNXkh21Br8ZWGNBqdra5ylZ63igCoZ36o5b5iFEA]
> What is Northcraft Analytics? Find out in 87 Seconds.
> 
> * *
>
> THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS
> HERETO, CONSTITUTES “CONFIDENTIAL INFORMATION” AND IS SUBJECT TO A
> CONFIDENTIALITY AND NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND
> NORTHCRAFT ANALYTICS LLC (If such an agreement is in place).
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Cecil,
> Ken
> *Sent:* Tuesday, October 29, 2013 12:19 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Remove SRM
>
> **
> Is it possible to install the preconfigured suite stack and then go back
> of uninstall/unregister/disable a component like SRM so that the original
> requester console can be used?
>
>
> Thanks,
> Ken.
>
>
>
>  --
>  Confidentiality Requirement: This communication, including any
> attachment(s), may contain confidential information and is for the sole use
> of the intended recipient(s). If you are not the intended recipient, you
> are hereby notified that you have received this communication in error and
> any unauthorized review, use, disclosure, dissemination, distribution or
> copying of it or its contents is strictly prohibited. If you have received
> this communication in error, please notify the sender immediately by
> telephone or e-mail and destroy all copies of this communication and any
> attachments.
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>



-- 
Patrick Zandi

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Re: EXTERNAL: v8.1 email engine - truncated incoming message

[Reiser, John J]

Actually Marcelo posted the same thing earlier but the closing $$] was a little 
lost in his text.

Thank you,
---
John J. Reiser
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer
Sent: Tuesday, October 29, 2013 12:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL: v8.1 email engine - truncated incoming message

**
John ... you  win the prize 

So far in testing the [ were the key.  I had tried the $$ but that didn't work. 
 Hoping the same results come through from the customer!

Thank you so much ...

Susan

On Tue, Oct 29, 2013 at 9:34 AM, Reiser, John J 
mailto:john.j.rei...@lmco.com>> wrote:
**
Susan,
For fields that can contain a return character I think you need to use a 
special field delimiter in the incoming email template.
Tour template would have
! Short Description!: [$$ some text 
Some more text. $$]
The information between [$$ $$] gets submitted to the specified field returns, 
new lines and all.
Thank you,
---
John J. Reiser
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Susan 
Palmer
Sent: Monday, October 28, 2013 11:10 PM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: v8.1 email engine - truncated incoming message

**
Hi everyone,
We've started receiving incoming emails from a customer.  The email engine 
retrieves them and I see the full message in the AR Email Messages form.  The 
template in the email contains the form (staging form) that the message should 
populate.  And it does populate the staging form, mostly.
The description field does not populate completely in the staging form.  It 
does in the Messages form.  If there is a 'return' in the description, in the 
staging form no data appears after the 'return'.
I have a support ticket in but no solution in the last week.  I've suggested to 
the customer to use  in their tickets that are populating the template that 
comes to us but it was not received well.  We do plan on testing that Tuesday.
We have been receiving automated incoming tickets from some internal systems 
for years but those all have single line descriptions so there is no 'return' 
to deal with, so I don't know if it was working the same on v7.5.
The field itself is a 4000 char field.  Nothing else special about it.  Full 
permissions for anyone to write.  The user that is contained in the template 
has full basic permissions, fixed license.
I take the info in the staging form record, create a HT retrieving additional 
information from a Site record to make a complete HT record.  Since the staging 
form record doesn't have the full description there's no opportunity to try and 
manipulate the 'returns' with workflow.
It's almost as if the email engine itself is truncating the contents.
Has anyone seen this also?  What was the solution?  Any help would be 
appreciated.

Thanks,
Susan
Susan Palmer
ShopperTrak
233 S Wacker 41st Floor
Chicago, IL  60606
312-529-5325
spal...@shoppertrak.com
ARS v8.1
Oracle 11g
Linux OS
_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: Remove SRM

[Roger Justice]

**

I have only worked with one customer that had backed out SRM and made the original Requester console operational, 3 developers and a couple of months of work.

 

Your call.





-Original Message-
From: Lee Cullom 
To: arslist 
Sent: Tue, Oct 29, 2013 12:30 pm
Subject: Re: Remove SRM






**











Ha!  Good one.  That’s funny.  My personal recommendation is to use a time machine to go back to the point in the installshield where you checked the box.  I recommend the Tardis.


 


Lee Cullom |
Northcraft Analytics


IT Metrics Specialist | Business Intelligence for ITSM


Direct - 678-438-7244 |
http://www.northcraftanalytics.com


Main - (678) 664-ITSM





What is Northcraft Analytics?
Find out in 87 Seconds.
 


 


 


THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, CONSTITUTES “CONFIDENTIAL INFORMATION” AND IS SUBJECT TO A CONFIDENTIALITY AND NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND
 NORTHCRAFT ANALYTICS LLC (If such an agreement is in place).


 


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

Sent: Tuesday, October 29, 2013 12:19 PM

To: arslist@ARSLIST.ORG

Subject: Remove SRM


 


**



Is it possible to install the preconfigured suite stack and then go back of uninstall/unregister/disable a component like SRM so that the original requester console can be used?


 


 


Thanks,


Ken.


 


 




 







Confidentiality Requirement: This communication, including any attachment(s), may contain confidential information and is for the sole use of the intended recipient(s). If you are not the intended
 recipient, you are hereby notified that you have received this communication in error and any unauthorized review, use, disclosure, dissemination, distribution or copying of it or its contents is strictly prohibited. If you have received this communication
 in error, please notify the sender immediately by telephone or e-mail and destroy all copies of this communication and any attachments.





 


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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_

Re: EXTERNAL: v8.1 email engine - truncated incoming message

[Susan Palmer]

John ... you  win the prize 

So far in testing the [ were the key.  I had tried the $$ but that didn't
work.  Hoping the same results come through from the customer!

Thank you so much ...

Susan


On Tue, Oct 29, 2013 at 9:34 AM, Reiser, John J wrote:

> **
>
> Susan,
>
> For fields that can contain a return character I think you need to use a
> special field delimiter in the incoming email template.
>
> Tour template would have
>
> ! Short Description!: [$$ some text 
>
> Some more text. $$]
>
> The information between [$$ $$] gets submitted to the specified field
> returns, new lines and all.
>
> Thank you,
>
> ---
> John J. Reiser
> Remedy Developer/Administrator 
>
> Senior Software Development Analyst
> Lockheed Martin - MS2
> The star that burns twice as bright burns half as long.
> Pay close attention and be illuminated by its brilliance. - paraphrased by
> me 
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Susan Palmer
> *Sent:* Monday, October 28, 2013 11:10 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* EXTERNAL: v8.1 email engine - truncated incoming message
>
> ** **
>
> ** 
>
> Hi everyone,
>
> We've started receiving incoming emails from a customer.  The email engine
> retrieves them and I see the full message in the AR Email Messages form.
> The template in the email contains the form (staging form) that the message
> should populate.  And it does populate the staging form, mostly.
>
> The description field does not populate completely in the staging form.
> It does in the Messages form.  If there is a 'return' in the description,
> in the staging form no data appears after the 'return'.
>
> I have a support ticket in but no solution in the last week.  I've
> suggested to the customer to use  in their tickets that are populating
> the template that comes to us but it was not received well.  We do plan on
> testing that Tuesday.
>
> We have been receiving automated incoming tickets from some internal
> systems for years but those all have single line descriptions so there is
> no 'return' to deal with, so I don't know if it was working the same on
> v7.5.  
>
> The field itself is a 4000 char field.  Nothing else special about it.
> Full permissions for anyone to write.  The user that is contained in the
> template has full basic permissions, fixed license.  
>
> I take the info in the staging form record, create a HT retrieving
> additional information from a Site record to make a complete HT record.
> Since the staging form record doesn't have the full description there's no
> opportunity to try and manipulate the 'returns' with workflow.  
>
> It's almost as if the email engine itself is truncating the contents.
>
> Has anyone seen this also?  What was the solution?  Any help would be
> appreciated.
>
> Thanks,
>
> Susan
>
> Susan Palmer
>
> ShopperTrak
>
> 233 S Wacker 41st Floor
>
> Chicago, IL  60606
> 312-529-5325
>
> spal...@shoppertrak.com
>
> ARS v8.1
>
> Oracle 11g
>
> Linux OS
>
> 
>
> _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: Remove SRM

[Lee Cullom]

Ha!  Good one.  That's funny.  My personal recommendation is to use a time 
machine to go back to the point in the installshield where you checked the box. 
 I recommend the Tardis.

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | 
http://www.northcraftanalytics.com
Main - (678) 664-ITSM
[Description: Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSo4qhIq-bDh4Z1UzKXet0tiAZqqejjd1BT8lVOHdrzZQwqeZun][Description:
 Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSWE5AoudybparNXkh21Br8ZWGNBqdra5ylZ63igCoZ36o5b5iFEA]
What is Northcraft Analytics? Find out in 87 Seconds. 



THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES "CONFIDENTIAL INFORMATION" AND IS SUBJECT TO A CONFIDENTIALITY AND 
NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS LLC (If 
such an agreement is in place).

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Tuesday, October 29, 2013 12:19 PM
To: arslist@ARSLIST.ORG
Subject: Remove SRM

**
Is it possible to install the preconfigured suite stack and then go back of 
uninstall/unregister/disable a component like SRM so that the original 
requester console can be used?


Thanks,
Ken.




Confidentiality Requirement: This communication, including any attachment(s), 
may contain confidential information and is for the sole use of the intended 
recipient(s). If you are not the intended recipient, you are hereby notified 
that you have received this communication in error and any unauthorized review, 
use, disclosure, dissemination, distribution or copying of it or its contents 
is strictly prohibited. If you have received this communication in error, 
please notify the sender immediately by telephone or e-mail and destroy all 
copies of this communication and any attachments.

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

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<><>

Remove SRM

[Cecil, Ken]

Is it possible to install the preconfigured suite stack and then go back of 
uninstall/unregister/disable a component like SRM so that the original 
requester console can be used?


Thanks,
Ken.




--
Confidentiality Requirement: This communication, including any attachment(s), 
may contain confidential information and is for the sole use of the intended 
recipient(s). If you are not the intended recipient, you are hereby notified 
that you have received this communication in error and any unauthorized review, 
use, disclosure, dissemination, distribution or copying of it or its contents 
is strictly prohibited.  If you have received this communication in error, 
please notify the sender immediately by telephone or e-mail and destroy all 
copies of this communication and any attachments.

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[ADV] ARSmarts 3.1.1 now available.

[Support]

Hello List,

Just to let you know that a new version of ARSmarts has just been made 
available.  Beside the usual bug fixes and new goodies here and there, 
the Data Manager in ARSmarts 3.1.1 now supports all type of Forms (Join, 
Vendor, ).  Hope you guys like it.


As usual, if you want to get access to the evaluation version, just 
register on our website http://www.arsmarts.com/Register


Best regards,

Kaïs
kais.albas...@arsmarts.com

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Re: How to determine when a user last logged in

[SUBSCRIBE ARSLIST theReel]

That's great lads, thanks very much for all the advice.

I never knew those Global Fields existed so that will make it easier for me.  
I'm thinking of just doing it on the Service Resquest Console form to start 
with as that is the main area we are interested in.

Tony

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Re: EXTERNAL: v8.1 email engine - truncated incoming message

[Reiser, John J]

Susan,
For fields that can contain a return character I think you need to use a 
special field delimiter in the incoming email template.
Tour template would have
! Short Description!: [$$ some text 
Some more text. $$]
The information between [$$ $$] gets submitted to the specified field returns, 
new lines and all.
Thank you,
---
John J. Reiser
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer
Sent: Monday, October 28, 2013 11:10 PM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: v8.1 email engine - truncated incoming message

**
Hi everyone,
We've started receiving incoming emails from a customer.  The email engine 
retrieves them and I see the full message in the AR Email Messages form.  The 
template in the email contains the form (staging form) that the message should 
populate.  And it does populate the staging form, mostly.
The description field does not populate completely in the staging form.  It 
does in the Messages form.  If there is a 'return' in the description, in the 
staging form no data appears after the 'return'.
I have a support ticket in but no solution in the last week.  I've suggested to 
the customer to use  in their tickets that are populating the template that 
comes to us but it was not received well.  We do plan on testing that Tuesday.
We have been receiving automated incoming tickets from some internal systems 
for years but those all have single line descriptions so there is no 'return' 
to deal with, so I don't know if it was working the same on v7.5.
The field itself is a 4000 char field.  Nothing else special about it.  Full 
permissions for anyone to write.  The user that is contained in the template 
has full basic permissions, fixed license.
I take the info in the staging form record, create a HT retrieving additional 
information from a Site record to make a complete HT record.  Since the staging 
form record doesn't have the full description there's no opportunity to try and 
manipulate the 'returns' with workflow.
It's almost as if the email engine itself is truncating the contents.
Has anyone seen this also?  What was the solution?  Any help would be 
appreciated.

Thanks,
Susan
Susan Palmer
ShopperTrak
233 S Wacker 41st Floor
Chicago, IL  60606
312-529-5325
spal...@shoppertrak.com
ARS v8.1
Oracle 11g
Linux OS

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

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Re: How to determine when a user last logged in

[Misi Mladoniczky]

Hi,

And if you use the same field-id in multiple forms, the value will be retained
across all these forms. The regular global field range is 100 through
199. They typically are Display-Only, and you will probably want to check
the "disable change flag" option.

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

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13):
* 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.

> Tony,
> The 'Global Field' option that Misi mentioned is like a 'system variable'
> type of thing, you set it, and for the length of the session, it'll remain
> set regardless of if the form remains open or not, next time they open the
> form, it'll already be setif they end their session, and come back,
> it'll be null regardless of if they log out or not...it's one of those
> little known, little understood features :)
>
>
> On Tue, Oct 29, 2013 at 6:42 AM, SUBSCRIBE ARSLIST theReel > wrote:
>
>> Hi Guys,
>>
>> Thanks a million for all the feedback; I am not the first person to hit
>> this requirement then.  Looks like there are a few different approaches we
>> can take, most of which will require customisations.  I am
>> surprised/disappointed that Remedy doesn’t store a user’s last login
>> time
>> OOTB.
>>
>> We have just built a customisation which enables our various customer’s
>> end users to self-register a new account which assigns them a Read only
>> licence and permission only to the SRM portal for their company - we don’t
>> have access to their AD so can’t use that.  We want to be able to supply
>> each of the customers with a list of registered Users and the last time
>> they logged on – shouldn’t be a big deal I said :(  Ps. We are not
>> concerned if we cannot get historic information.
>>
>> The options:
>> 1) Enable User audit log and extract data: Ideally I don’t want to have
>> the user audit logs enabled, mainly for performance reasons and the size of
>> the log.
>> 2) Enable Licence usage and extract data: If the licence usage form does
>> not track Read licences then this is no good to me.  The main users I am
>> trying to track have Read licences.
>> 3) API approach: I like the sound of this but unfortunately this is
>> currently my weak spot. May need to do some studying but would not be
>> confident I could achieve this.
>> 4) Active link on main homepage forms that triggers on Window Open and
>> pushes time to new field on user form:  This may work, although I am not a
>> big fan, as I believe there is already far too much workflow that triggers
>> on Window loads. An issue is that this would update each time a user opens
>> the form and not just the first time for their session.  Misi mentions
>> setting a field which would stop the multiple records per session but I am
>> not sure how I would clear this when the users session ends? – not
>> everyone
>> will click Logout so can’t use that.
>>
>> I think option 4 is my best option so far but it’s not ideal…yet.
>>
>> Thanks for all the help and any more ideas are more than welcome.
>>
>> Tony
>>
>>
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> "Where the Answers Are, and have been for 20 years"
>>
>
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> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
>

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Re: v8.1 email engine - truncated incoming message

[Susan Palmer]

Hi Marcelo,

We'll try that!

Susan


On Tue, Oct 29, 2013 at 9:12 AM, Martinez, Marcelo A wrote:

> **
>
> Susan I am doing the same but using the incident interface create form. I
> had a similar issue a while back and someone on the list suggested I
> enclose the value of the field with [$$ and $$]   
>
> ** **
>
> See below:
>
> ** **
>
> ** **
>
> Details !100151!: [$$Script- details follow below 
>
> Script-  ReceiveAS2_TEST  
>
> Ruleset- saasys
>
> Rule Name-   Receive AS2  
>
> Workflow ID- CPHQ-SBG01115ee3eb5d9   
>
> Actual Component- WF.COMP.0032.WEBHTTP
>
>   
>
> Trigger Name- 
>
> Start Time-  Wed Oct 23 08:21:52 CDT 2013 
>
> end Time-Wed Oct 23 08:21:52 CDT 2013 
>
> Info1-
>
> 404 Not Found 
>
> Info2-
>
> 404 Not Found 
>
> $$] 
>
> ** **
>
> ** **
>
> Hope it helps,
>
> Marcelo Martinez
>
> ** **
>
> ** **
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Susan Palmer
> *Sent:* Tuesday, October 29, 2013 8:56 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: v8.1 email engine - truncated incoming message
>
> ** **
>
> ** 
>
> Checked the db and the results were as you suggested:
>
>  
>
> 08:50:57 SYS@st_REMp2 > show parameter NLS_LENGTH_SEMANTICS
>
> NAME TYPEVALUE
>
>  ---
> --
>
> nls_length_semantics string  BYTE
>
> So we're good there.
>
>  
>
> The issue remains open.
>
>  
>
> Susan
>
>  
>
>  
>
> ** **
>
> On Tue, Oct 29, 2013 at 1:50 AM, Ars Lister  wrote:**
> **
>
> ** 
>
> One of the things about Oracle with 3999 varchar is that you have to make
> sure it is resolving as BYTES rather than CHAR.  The type of behavior you
> are describing can happen when the distinction is not made in Oracle by
> your DBA.  There may be other issues like the field length in the staging
> form, or intermediary out-of-the-box workflow that triggers before the
> workflow that pushes the value to the appropriate staging forms.  But have
> your Oracle DBA check the following parameter:
>
> NLS_LENGTH_SEMANTICS=BYTE
>
> It is often set to CHAR, which would be a mistake and it can cause
> corruptive data issues.  Hopefully that isn't the case, but if it is, have
> him/her change it to BYTE as soon as possible.
>
>  
>
> Good luck!
>
> ** **
>
> On Tuesday, October 29, 2013 12:03 AM, Susan Palmer 
> wrote:
>
> ** 
>
> Hi everyone,
>
> We've started receiving incoming emails from a customer.  The email engine
> retrieves them and I see the full message in the AR Email Messages form.
> The template in the email contains the form (staging form) that the message
> should populate.  And it does populate the staging form, mostly.
>
> The description field does not populate completely in the staging form.
> It does in the Messages form.  If there is a 'return' in the description,
> in the staging form no data appears after the 'return'.
>
> I have a support ticket in but no solution in the last week.  I've
> suggested to the customer to use  in their tickets that are populating
> the template that comes to us but it was not received well.  We do plan on
> testing that Tuesday.
>
> We have been receiving automated incoming tickets from some internal
> systems for years but those all have single line descriptions so there is
> no 'return' to deal with, so I don't know if it was working the same on
> v7.5.  
>
> The field itself is a 4000 char field.  Nothing else special about it.
> Full permissions for anyone to write.  The user that is contained in the
> template has full basic permissions, fixed license.  
>
> I take the info in the staging form record, create a HT retrieving
> additional information from a Site record to make a complete HT record.
> Since the staging form record doesn't have the full description there's no
> opportunity to try and manipulate the 'returns' with workflow.  
>
> It's almost as if the email engine itself is truncating the contents.
>
> Has anyone seen this also?  What was the solution?  Any help would be
> appreciated.
>
> Thanks,
>
> Susan
>
> Susan Palmer
>
> Shopper

Re: v8.1 email engine - truncated incoming message

[Susan Palmer]

There is no workflow that goes from the messages form to the staging form,
so I'm not sure how a filter there will help.  The email engine is going
directly to the staging form to create that entry.

The magical email engine.

Thanks,
Susan


On Tue, Oct 29, 2013 at 9:06 AM, Grooms, Frederick W <
frederick.w.gro...@xo.com> wrote:

> **
>
> What about putting a filter on submit of the messages form with a set
> fields action to replace the return?
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Susan Palmer
> *Sent:* Tuesday, October 29, 2013 8:56 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: v8.1 email engine - truncated incoming message
>
> ** **
>
> ** 
>
> Checked the db and the results were as you suggested:
>
>  
>
> 08:50:57 SYS@st_REMp2 > show parameter NLS_LENGTH_SEMANTICS
>
> NAME TYPEVALUE
>
>  ---
> --
>
> nls_length_semantics string  BYTE
>
> So we're good there.
>
>  
>
> The issue remains open.
>
>  
>
> Susan
>
>  
>
>  
>
> ** **
>
> On Tue, Oct 29, 2013 at 1:50 AM, Ars Lister  wrote:**
> **
>
> ** 
>
> One of the things about Oracle with 3999 varchar is that you have to make
> sure it is resolving as BYTES rather than CHAR.  The type of behavior you
> are describing can happen when the distinction is not made in Oracle by
> your DBA.  There may be other issues like the field length in the staging
> form, or intermediary out-of-the-box workflow that triggers before the
> workflow that pushes the value to the appropriate staging forms.  But have
> your Oracle DBA check the following parameter:
>
> NLS_LENGTH_SEMANTICS=BYTE
>
> It is often set to CHAR, which would be a mistake and it can cause
> corruptive data issues.  Hopefully that isn't the case, but if it is, have
> him/her change it to BYTE as soon as possible.
>
>  
>
> Good luck!
>
> ** **
>
> On Tuesday, October 29, 2013 12:03 AM, Susan Palmer 
> wrote:
>
> ** 
>
> Hi everyone,
>
> We've started receiving incoming emails from a customer.  The email engine
> retrieves them and I see the full message in the AR Email Messages form.
> The template in the email contains the form (staging form) that the message
> should populate.  And it does populate the staging form, mostly.
>
> The description field does not populate completely in the staging form.
> It does in the Messages form.  If there is a 'return' in the description,
> in the staging form no data appears after the 'return'.
>
> I have a support ticket in but no solution in the last week.  I've
> suggested to the customer to use  in their tickets that are populating
> the template that comes to us but it was not received well.  We do plan on
> testing that Tuesday.
>
> We have been receiving automated incoming tickets from some internal
> systems for years but those all have single line descriptions so there is
> no 'return' to deal with, so I don't know if it was working the same on
> v7.5.  
>
> The field itself is a 4000 char field.  Nothing else special about it.
> Full permissions for anyone to write.  The user that is contained in the
> template has full basic permissions, fixed license.  
>
> I take the info in the staging form record, create a HT retrieving
> additional information from a Site record to make a complete HT record.
> Since the staging form record doesn't have the full description there's no
> opportunity to try and manipulate the 'returns' with workflow.  
>
> It's almost as if the email engine itself is truncating the contents.
>
> Has anyone seen this also?  What was the solution?  Any help would be
> appreciated.
>
> Thanks,
>
> Susan
>
> Susan Palmer
>
> ShopperTrak
>
> 233 S Wacker 41st Floor
>
> Chicago, IL  60606
> 312-529-5325
>
> spal...@shoppertrak.com
>
> ARS v8.1
>
> Oracle 11g
>
> Linux OS
> **
> **
>
> ** **
>_ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Re: v8.1 email engine - truncated incoming message

[Martinez, Marcelo A]

Susan I am doing the same but using the incident interface create form. I had a 
similar issue a while back and someone on the list suggested I enclose the 
value of the field with [$$ and $$]

See below:


Details !100151!: [$$Script- details follow below
Script-  ReceiveAS2_TEST
Ruleset- saasys
Rule Name-   Receive AS2
Workflow ID- CPHQ-SBG01115ee3eb5d9
Actual Component- WF.COMP.0032.WEBHTTP

Trigger Name-
Start Time-  Wed Oct 23 08:21:52 CDT 2013
end Time-Wed Oct 23 08:21:52 CDT 2013
Info1-
404 Not Found
Info2-
404 Not Found
$$]


Hope it helps,
Marcelo Martinez



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer
Sent: Tuesday, October 29, 2013 8:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: v8.1 email engine - truncated incoming message

**
Checked the db and the results were as you suggested:

08:50:57 SYS@st_REMp2 > show parameter NLS_LENGTH_SEMANTICS
NAME TYPEVALUE
 --- --
nls_length_semantics string  BYTE
So we're good there.

The issue remains open.

Susan



On Tue, Oct 29, 2013 at 1:50 AM, Ars Lister 
mailto:kp_ars...@yahoo.com>> wrote:
**
One of the things about Oracle with 3999 varchar is that you have to make sure 
it is resolving as BYTES rather than CHAR.  The type of behavior you are 
describing can happen when the distinction is not made in Oracle by your DBA.  
There may be other issues like the field length in the staging form, or 
intermediary out-of-the-box workflow that triggers before the workflow that 
pushes the value to the appropriate staging forms.  But have your Oracle DBA 
check the following parameter:

NLS_LENGTH_SEMANTICS=BYTE

It is often set to CHAR, which would be a mistake and it can cause corruptive 
data issues.  Hopefully that isn't the case, but if it is, have him/her change 
it to BYTE as soon as possible.

Good luck!

On Tuesday, October 29, 2013 12:03 AM, Susan Palmer 
mailto:suzanpal...@gmail.com>> wrote:
**
Hi everyone,
We've started receiving incoming emails from a customer.  The email engine 
retrieves them and I see the full message in the AR Email Messages form.  The 
template in the email contains the form (staging form) that the message should 
populate.  And it does populate the staging form, mostly.
The description field does not populate completely in the staging form.  It 
does in the Messages form.  If there is a 'return' in the description, in the 
staging form no data appears after the 'return'.
I have a support ticket in but no solution in the last week.  I've suggested to 
the customer to use  in their tickets that are populating the template that 
comes to us but it was not received well.  We do plan on testing that Tuesday.
We have been receiving automated incoming tickets from some internal systems 
for years but those all have single line descriptions so there is no 'return' 
to deal with, so I don't know if it was working the same on v7.5.
The field itself is a 4000 char field.  Nothing else special about it.  Full 
permissions for anyone to write.  The user that is contained in the template 
has full basic permissions, fixed license.
I take the info in the staging form record, create a HT retrieving additional 
information from a Site record to make a complete HT record.  Since the staging 
form record doesn't have the full description there's no opportunity to try and 
manipulate the 'returns' with workflow.
It's almost as if the email engine itself is truncating the contents.
Has anyone seen this also?  What was the solution?  Any help would be 
appreciated.

Thanks,
Susan
Susan Palmer
ShopperTrak
233 S Wacker 41st Floor
Chicago, IL  60606
312-529-5325
spal...@shoppertrak.com
ARS v8.1
Oracle 11g
Linux OS

_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: v8.1 email engine - truncated incoming message

[Susan Palmer]

Checked the db and the results were as you suggested:

08:50:57 SYS@st_REMp2 > show parameter NLS_LENGTH_SEMANTICS
NAME TYPEVALUE
 ---
--
nls_length_semantics string  BYTE
 So we're good there.

The issue remains open.

Susan




On Tue, Oct 29, 2013 at 1:50 AM, Ars Lister  wrote:

> **
> One of the things about Oracle with 3999 varchar is that you have to make
> sure it is resolving as BYTES rather than CHAR.  The type of behavior you
> are describing can happen when the distinction is not made in Oracle by
> your DBA.  There may be other issues like the field length in the staging
> form, or intermediary out-of-the-box workflow that triggers before the
> workflow that pushes the value to the appropriate staging forms.  But have
> your Oracle DBA check the following parameter:
>
> NLS_LENGTH_SEMANTICS=BYTE
>
> It is often set to CHAR, which would be a mistake and it can cause
> corruptive data issues.  Hopefully that isn't the case, but if it is, have
> him/her change it to BYTE as soon as possible.
>
> Good luck!
>
>
>   On Tuesday, October 29, 2013 12:03 AM, Susan Palmer <
> suzanpal...@gmail.com> wrote:
>  **
> Hi everyone,
>
> We've started receiving incoming emails from a customer.  The email engine
> retrieves them and I see the full message in the AR Email Messages form.
> The template in the email contains the form (staging form) that the message
> should populate.  And it does populate the staging form, mostly.
>
> The description field does not populate completely in the staging form.
> It does in the Messages form.  If there is a 'return' in the description,
> in the staging form no data appears after the 'return'.
>
> I have a support ticket in but no solution in the last week.  I've
> suggested to the customer to use  in their tickets that are populating
> the template that comes to us but it was not received well.  We do plan on
> testing that Tuesday.
>
> We have been receiving automated incoming tickets from some internal
> systems for years but those all have single line descriptions so there is
> no 'return' to deal with, so I don't know if it was working the same on
> v7.5.
>
> The field itself is a 4000 char field.  Nothing else special about it.
> Full permissions for anyone to write.  The user that is contained in the
> template has full basic permissions, fixed license.
>
> I take the info in the staging form record, create a HT retrieving
> additional information from a Site record to make a complete HT record.
> Since the staging form record doesn't have the full description there's no
> opportunity to try and manipulate the 'returns' with workflow.
>
> It's almost as if the email engine itself is truncating the contents.
>
> Has anyone seen this also?  What was the solution?  Any help would be
> appreciated.
>
> Thanks,
> Susan
>
> Susan Palmer
> ShopperTrak
> 233 S Wacker 41st Floor
> Chicago, IL  60606
> 312-529-5325
> spal...@shoppertrak.com
>
> ARS v8.1
> Oracle 11g
> Linux OS
>
>
> _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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"Where the Answers Are, and have been for 20 years"

Remedy Log Parsing Utilities

[LJ LongWing]

All,
I have put together a set of tools that I utilize for log parsing that has
worked rather well for me personally.  I presented these tools at WWRUG13
this year and everyone was happy to take a copy.  I have put them out on
communities, please feel free to run over there and grab a copy to play
with.  If you have any problems, please comment over there and I'll see
what I can do to fix the issues :)

https://communities.bmc.com/docs/DOC-27022

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Re: Log Key in Fields

[Kemes, Lisa A DLA CTR INFORMATION OPERATIONS]

I think I figured it out.  I copied some fields from an OOB form to my
custom form and there are some Audit properties on some of the fields.
I'll take those off and see what happens...

Thanks!

Lisa

-Original Message-
From: Kemes, Lisa A DLA CTR INFORMATION OPERATIONS 
Sent: Tuesday, October 29, 2013 9:25 AM
To: arslist@ARSLIST.ORG
Subject: Log Key in Fields

I'm getting an error when I import a form from dev to staging "The same
Log Key cannot be applies to more than one field in a schema"

 

Does anyone know where I can find the Log Key and how I can get rid of
it?  Can I do this in Dev Studio or would I have to do this at the DB
level?

 

ARS 7.6.04 SP4

Red Hat Database

 

Lisa Kemes

Remedy Consultant

Dev Technology Group

DLA Office: (717) 770-6437

Cell Phone: (717) 602-9460

lisa.ke...@devtechnology.com

 

 

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Log Key in Fields

[Kemes, Lisa A DLA CTR INFORMATION OPERATIONS]

I'm getting an error when I import a form from dev to staging "The same
Log Key cannot be applies to more than one field in a schema"

 

Does anyone know where I can find the Log Key and how I can get rid of
it?  Can I do this in Dev Studio or would I have to do this at the DB
level?

 

ARS 7.6.04 SP4

Red Hat Database

 

Lisa Kemes

Remedy Consultant

Dev Technology Group

DLA Office: (717) 770-6437

Cell Phone: (717) 602-9460

lisa.ke...@devtechnology.com

 

 


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Re: How to determine when a user last logged in

[LJ LongWing]

Tony,
The 'Global Field' option that Misi mentioned is like a 'system variable'
type of thing, you set it, and for the length of the session, it'll remain
set regardless of if the form remains open or not, next time they open the
form, it'll already be setif they end their session, and come back,
it'll be null regardless of if they log out or not...it's one of those
little known, little understood features :)


On Tue, Oct 29, 2013 at 6:42 AM, SUBSCRIBE ARSLIST theReel  wrote:

> Hi Guys,
>
> Thanks a million for all the feedback; I am not the first person to hit
> this requirement then.  Looks like there are a few different approaches we
> can take, most of which will require customisations.  I am
> surprised/disappointed that Remedy doesn’t store a user’s last login time
> OOTB.
>
> We have just built a customisation which enables our various customer’s
> end users to self-register a new account which assigns them a Read only
> licence and permission only to the SRM portal for their company - we don’t
> have access to their AD so can’t use that.  We want to be able to supply
> each of the customers with a list of registered Users and the last time
> they logged on – shouldn’t be a big deal I said :(  Ps. We are not
> concerned if we cannot get historic information.
>
> The options:
> 1) Enable User audit log and extract data: Ideally I don’t want to have
> the user audit logs enabled, mainly for performance reasons and the size of
> the log.
> 2) Enable Licence usage and extract data: If the licence usage form does
> not track Read licences then this is no good to me.  The main users I am
> trying to track have Read licences.
> 3) API approach: I like the sound of this but unfortunately this is
> currently my weak spot. May need to do some studying but would not be
> confident I could achieve this.
> 4) Active link on main homepage forms that triggers on Window Open and
> pushes time to new field on user form:  This may work, although I am not a
> big fan, as I believe there is already far too much workflow that triggers
> on Window loads. An issue is that this would update each time a user opens
> the form and not just the first time for their session.  Misi mentions
> setting a field which would stop the multiple records per session but I am
> not sure how I would clear this when the users session ends? – not everyone
> will click Logout so can’t use that.
>
> I think option 4 is my best option so far but it’s not ideal…yet.
>
> Thanks for all the help and any more ideas are more than welcome.
>
> Tony
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
>

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Re: How to determine when a user last logged in

[Mitcham, Ross]

For option 4, to maximize performance especially across the WAN, you may want 
to piggyback existing Window Open initialization type Service calls made on 
forms today (and actually code the PUSH's at the service filter level).  This 
is of course if the forms you are talking about have an existing initialize 
type of Service being called.

If there is no existing initialization type Service, instead of coding an 
active link PUSH, I might code a NEW active link service call, and have the 
server side SERVICE do the push.  This will be more extensible (performance 
wise) in the future if there are other SET & PUSH type activity required on 
access of a form.

Regards,

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of SUBSCRIBE ARSLIST theReel
Sent: Tuesday, October 29, 2013 8:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: How to determine when a user last logged in

Hi Guys,

Thanks a million for all the feedback; I am not the first person to hit this 
requirement then.  Looks like there are a few different approaches we can take, 
most of which will require customisations.  I am surprised/disappointed that 
Remedy doesn’t store a user’s last login time OOTB.

We have just built a customisation which enables our various customer’s end 
users to self-register a new account which assigns them a Read only licence and 
permission only to the SRM portal for their company - we don’t have access to 
their AD so can’t use that.  We want to be able to supply each of the customers 
with a list of registered Users and the last time they logged on – shouldn’t be 
a big deal I said :(  Ps. We are not concerned if we cannot get historic 
information.

The options:
1) Enable User audit log and extract data: Ideally I don’t want to have the 
user audit logs enabled, mainly for performance reasons and the size of the 
log. 
2) Enable Licence usage and extract data: If the licence usage form does not 
track Read licences then this is no good to me.  The main users I am trying to 
track have Read licences.
3) API approach: I like the sound of this but unfortunately this is currently 
my weak spot. May need to do some studying but would not be confident I could 
achieve this.
4) Active link on main homepage forms that triggers on Window Open and pushes 
time to new field on user form:  This may work, although I am not a big fan, as 
I believe there is already far too much workflow that triggers on Window loads. 
An issue is that this would update each time a user opens the form and not just 
the first time for their session.  Misi mentions setting a field which would 
stop the multiple records per session but I am not sure how I would clear this 
when the users session ends? – not everyone will click Logout so can’t use that.

I think option 4 is my best option so far but it’s not ideal…yet.

Thanks for all the help and any more ideas are more than welcome.

Tony

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Re: How to determine when a user last logged in

[Misi Mladoniczky]

Hi,

WARNING!!! You should not put a field like that User-form. Create a separate
form instead. At least in the old ARUser days, modifying a user record forced
the client to recache everything, making such a change as you suggest in 4
extremely taxing for your systems performance.

But by all means, go ahead and create a separate logging form for this.

ADV: No customization needed. If you subscribe to the full RRR|License
service, you will get both the API-program that polls the server
(RRR|LicenseMonitor), and a list of users and their last access time. The
Multi-Tenancy solution in RRR|License will give you statistics on each
company. Here is sample output of detailed users statistics:
https://rrr.se/cgi/rrrlic/user?i=99&d=1

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

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
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> Hi Guys,
>
> Thanks a million for all the feedback; I am not the first person to hit this
> requirement then.  Looks like there are a few different approaches we can
> take, most of which will require customisations.  I am surprised/disappointed
> that Remedy doesn’t store a user’s last login time OOTB.
>
> We have just built a customisation which enables our various customer’s end
> users to self-register a new account which assigns them a Read only licence
> and permission only to the SRM portal for their company - we don’t have
> access to their AD so can’t use that.  We want to be able to supply each of
> the customers with a list of registered Users and the last time they logged on
> – shouldn’t be a big deal I said :(  Ps. We are not concerned if we cannot
> get historic information.
>
> The options:
> 1) Enable User audit log and extract data: Ideally I don’t want to have the
> user audit logs enabled, mainly for performance reasons and the size of the
> log.
> 2) Enable Licence usage and extract data: If the licence usage form does not
> track Read licences then this is no good to me.  The main users I am trying to
> track have Read licences.
> 3) API approach: I like the sound of this but unfortunately this is currently
> my weak spot. May need to do some studying but would not be confident I could
> achieve this.
> 4) Active link on main homepage forms that triggers on Window Open and pushes
> time to new field on user form:  This may work, although I am not a big fan,
> as I believe there is already far too much workflow that triggers on Window
> loads. An issue is that this would update each time a user opens the form and
> not just the first time for their session.  Misi mentions setting a field
> which would stop the multiple records per session but I am not sure how I
> would clear this when the users session ends? – not everyone will click
> Logout so can’t use that.
>
> I think option 4 is my best option so far but it’s not ideal…yet.
>
> Thanks for all the help and any more ideas are more than welcome.
>
> Tony
>
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Re: How to determine when a user last logged in

[SUBSCRIBE ARSLIST theReel]

Hi Guys,

Thanks a million for all the feedback; I am not the first person to hit this 
requirement then.  Looks like there are a few different approaches we can take, 
most of which will require customisations.  I am surprised/disappointed that 
Remedy doesn’t store a user’s last login time OOTB.

We have just built a customisation which enables our various customer’s end 
users to self-register a new account which assigns them a Read only licence and 
permission only to the SRM portal for their company - we don’t have access to 
their AD so can’t use that.  We want to be able to supply each of the customers 
with a list of registered Users and the last time they logged on – shouldn’t be 
a big deal I said :(  Ps. We are not concerned if we cannot get historic 
information.

The options:
1) Enable User audit log and extract data: Ideally I don’t want to have the 
user audit logs enabled, mainly for performance reasons and the size of the 
log. 
2) Enable Licence usage and extract data: If the licence usage form does not 
track Read licences then this is no good to me.  The main users I am trying to 
track have Read licences.
3) API approach: I like the sound of this but unfortunately this is currently 
my weak spot. May need to do some studying but would not be confident I could 
achieve this.
4) Active link on main homepage forms that triggers on Window Open and pushes 
time to new field on user form:  This may work, although I am not a big fan, as 
I believe there is already far too much workflow that triggers on Window loads. 
An issue is that this would update each time a user opens the form and not just 
the first time for their session.  Misi mentions setting a field which would 
stop the multiple records per session but I am not sure how I would clear this 
when the users session ends? – not everyone will click Logout so can’t use that.

I think option 4 is my best option so far but it’s not ideal…yet.

Thanks for all the help and any more ideas are more than welcome.

Tony

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Re: Reset CRQ on Change

[Kemes, Lisa A DLA CTR INFORMATION OPERATIONS]

Thanks everyone!

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Schon, Stuart
Sent: Monday, October 28, 2013 6:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: Reset CRQ on Change

Best not to reset the number but more it forward to a good new start
point, there are too many cross dependencies that will use the existing
numbers to easily reset the start number back

As others have said there is a separate table that is used to provide
the next number

Stuart Schon
Service Desk Systems - Manager
Fujitsu Australia Limited


Please consider the environment before printing this email -Original
Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR
INFORMATION OPERATIONS
Sent: Tuesday, 29 October 2013 3:37 AM
To: arslist@ARSLIST.ORG
Subject: Re: Reset CRQ on Change

Whoops, 7.6.04 SP4

-Original Message-
From: Kemes, Lisa A DLA CTR INFORMATION OPERATIONS
Sent: Monday, October 28, 2013 12:37 PM
To: arslist@ARSLIST.ORG
Subject: Reset CRQ on Change

We created a couple of tests on our prod system (before turning it
loose) and we would like to reset the CRQ number. 

 

Where do you do this?

 

 

 

Lisa Kemes

Remedy Consultant

Dev Technology Group

DLA Office: (717) 770-6437

Cell Phone: (717) 602-9460

lisa.ke...@devtechnology.com

 

 


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Re: How to determine when a user last logged in

[Misi Mladoniczky]

Hi LJ,

It is no problem to determine a FLOATING-READ. The problem is the period after
they login and before they access any data on the server. This period they are
always FLOATING-READ. You may not have this problem locally if the landing
page always access data on the server.

Best Regards - Misi, RRR AB, http://rrr.se

> Misi,
> About a year ago I figured out a way to determine Floating-Read users.
>  There are two methods (in Java)...one is .getLicenseType(), which gives
> you the users license type, then there is another
> of .getCurrentLicenseType(), which at least in the case of Floating users,
> if they are assigned a floating license, but don't currently have one
> assigned, the .getCurrentLicenseType() gives you a value
> of Constants.AR_LICENSE_TYPE_NONE.  With this info I determine them to be
> Floating Read, instead of Floating Write.
>
> Hope that helps :)
>
>
> On Mon, Oct 28, 2013 at 2:53 PM, Misi Mladoniczky  wrote:
>
>> Hi,
>>
>> Unfortunately the UserInfo-API-call does not give you information about if
>> a
>> FLOATING-READ has been granted because of a lack of licenses on the
>> server, or
>> because the user did not yet access any form data.
>>
>> I have also written a polling tool that produces a log file based periodic
>> API-calls. Except for the above mentioned lack, it works great.
>>
>> Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)
>>
>> Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13):
>> * 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.
>>
>> > I wrote something with java api a few years back that would track the
>> user
>> > login, license consumed, whether they were denied a token because there
>> were
>> > not enough available at the time, and then correlate it with which
>> > company/org, and other things that mattered in an MSP environment. It
>> ran as
>> > java plugin and updated data into data form(s) in Remedy for historical
>> > purposes. This is independent of ITSM, user log, and statistics. It was
>> a fun
>> > bit of code to write. I don't have it any longer but if there is enough
>> > interest I'm sure I could reconstitute it.
>> >
>> > Eric Roys
>> > Solutions Engineer
>> >
>> > Avnet Services (formerly Seamless Technologies Inc.)
>> > er...@seamlessti.com
>> > www.seamlessti.com
>> >
>> >
>> > -Original Message-
>> > From: Action Request System discussion list(ARSList)
>> > [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
>> > Sent: Monday, October 28, 2013 2:56 PM
>> > To: arslist@ARSLIST.ORG
>> > Subject: Re: How to determine when a user last logged in
>> >
>> > Hi,
>> >
>> > Even more importantly, from a cost perspective, the AR System Historical
>> > License Usage form does not track FLOATING-READ licenses, only
>> FIXED-WRITE and
>> > FLOATING-WRITE...
>> >
>> > Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP
>> 2011)
>> >
>> > Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13):
>> > * 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
>> .
>> >
>> >> Terry,
>> >> One problem I have with the BMC's provided historical license usage
>> >> form is that it doesn't cover 'all' users...only users with write
>> >> licenses...why does this matter you ask?  Well, Read and Read
>> >> Restricted users are completely valid users of the system, but because
>> >> their licenses don't cost anything, BMC doesn't deign it necessary to
>> >> track their usage.  As such, you can't track 'all' of your users
>> >> through this method.  A simple Active Link that makes a service call to
>> a
>> >> login audit form any time 'selected'
>> >> forms are opened will track all of your users that utilize 'main' forms.
>> >>
>> >>
>> >> On Mon, Oct 28, 2013 at 11:30 AM, tboot...@objectpath.com <
>> >> tboot...@objectpath.com> wrote:
>> >>
>> >>> **
>> >>> You can investigate this:
>> >>>
>> >>> On the ARSystem Server configuration tab - enable the field : License
>> >>> Tracking
>> >>>
>> >>> Peridocially check the form called " ARSystem Administration: License
>> >>> Review" form for entries (userids) that do not appear in this form
>> >>> that appear in your User or appropriate CTM:People form.  A quick
>> >>> outer join would give you the details.
>> >>>
>> >>> Check the admin manual for details on the License Tracking setting.
>> >>>
>> >>> Terry
>> >>>
>> >>>
>> >>>
>> >>> on Oct 28, 2013, *SUBSCRIBE ARSLIST theReel*  wrote:
>> >>>
>> >>> Hi Guys,
>> >>>
>> >>> Is there a way to determine when a user last logged into Remedy/ITSM
>> >>> without having to enable the user logs. Basically I want to identify
>> >>> any user acc

Re: How to determine when a user last logged in

[Pruitt, Christopher (Bank of America Account)]

We accomplished this task by writing a simple Active Link that captures every 
user last login time no matter what their license type. We put this code on the 
Home Page which we force all users to start with and they can't bypass it. We 
store this value on the People form for reporting purpose.

Christopher Pruitt
Business Consulting III
HP Enterprises Services
christopher.pru...@hp.com
www.hp.com
[HP_logo]

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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Monday, October 28, 2013 2:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: How to determine when a user last logged in

**
Terry,
One problem I have with the BMC's provided historical license usage form is 
that it doesn't cover 'all' users...only users with write licenses...why does 
this matter you ask?  Well, Read and Read Restricted users are completely valid 
users of the system, but because their licenses don't cost anything, BMC 
doesn't deign it necessary to track their usage.  As such, you can't track 
'all' of your users through this method.  A simple Active Link that makes a 
service call to a login audit form any time 'selected' forms are opened will 
track all of your users that utilize 'main' forms.

On Mon, Oct 28, 2013 at 11:30 AM, 
tboot...@objectpath.com 
mailto:tboot...@objectpath.com>> wrote:
**
You can investigate this:
On the ARSystem Server configuration tab - enable the field : License Tracking

Peridocially check the form called " ARSystem Administration: License Review" 
form for entries (userids) that do not appear in this form that appear in your 
User or appropriate CTM:People form.  A quick outer join would give you the 
details.

Check the admin manual for details on the License Tracking setting.

Terry



on Oct 28, 2013, SUBSCRIBE ARSLIST theReel 
mailto:tony.r...@bt.com>> wrote:
Hi Guys,

Is there a way to determine when a user last logged into Remedy/ITSM without 
having to enable the user logs. Basically I want to identify any user accounts 
that have not logged into Remedy in X months.

We have a multi-tenant ITSM 8.1 environment and do not have full control of our 
user base leaving procedures. So if someone with a Remedy account was to leave 
one of our customers and they do not notify us then that persons account will 
remain active. To mitigate against this we are planning to supply the customers 
with an active users report to check and want to include the last time they 
each logged on and any other useful information.
There is the user-cache table which has a timestamp column but that only seems 
to be updated when the user account is updated/changed and not when they login.

Any ideas how I could achieve this or how do you identify unused accounts?

Thanks
Tony

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