Global fields are not passing the data from one form to other

[karun R]

Hello All,

Hello All,

We have upgraded our AR System environment from from 7.5 patch 7 to 7.6.04 SP5. 
After upgrading we have noticed that the global fields in one of our 
application are not passing the data from one form to the other. Our Production 
environment is still on 7.5 patch 7 and is working fine. This application is 
completely web so i wanted to confirm this is certainly happening in web..I 
don't have an easy way to test this in thick client but found not happening 
with thick client. 

AR Server O/S: Windows 2003 Server
Mid Tier Server O/S : AIX
Web App server : Websphere8
ARS version : 7.6.04 SP5

Anybody see or heard of this issue. Any information would be greatly 
appreciated.



Thanks & Regards
Karun R

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Re: Information regarding General Access

[Brittain, Mark]

Hi Shashidhar,

In general I agree with Jared, you want to give your users General Access. The 
functionality of General Access and Application permission gives you a good 
deal of flexibility when you need to provide limited access to external 
resources.  As an example you have a third party vendor who is performing on 
site desktop support for one of your customers (Customer A). On these third 
party employees you can restrict access to Customer A only and further restrict 
them by providing only the Incident User application permission.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jared Jones
Sent: Tuesday, November 05, 2013 3:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Information regarding General Access

**
Hi Shashidhar,
General Access is a basic permission that every ITSM user should have. Removing 
this from a support staff profile would give them some severe permissions 
issues. Is there a compelling reason why you are looking to do this?

On Tue, Nov 5, 2013 at 4:43 AM, shashidhar M S 
mailto:shashi.catch...@gmail.com>> wrote:
Hello Experts,

I would like to know the importance of General Access in the user form. What 
happens if the general access is removed from a support staff profile?

Thanks,

Shashidhar

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Re: Information regarding General Access

[Jared Jones]

Hi Shashidhar,

General Access is a basic permission that every ITSM user should have.
Removing this from a support staff profile would give them some severe
permissions issues. Is there a compelling reason why you are looking to do
this?


On Tue, Nov 5, 2013 at 4:43 AM, shashidhar M S wrote:

> Hello Experts,
>
> I would like to know the importance of General Access in the user form.
> What happens if the general access is removed from a support staff profile?
>
> Thanks,
>
> Shashidhar
>
>
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Re: CI Status of "In Inventory"

[Hennigan, Sandra]

Thank you!

Sandra Hennigan
Remedy Developer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Aker
Sent: Tuesday, November 05, 2013 2:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: CI Status of "In Inventory"

**
Putting an asset into an "In Inventory" status does 3 things behind the scenes 
in my testing (I decomposed it to replicate with a manual import of in 
inventory items).  Check to make sure you have found all workflow pertaining to 
the following:


1.   Creates relationship from the Asset CI (Whatever class you're working 
with) to the BMC_INVENTORYSTORAGE CI.

2.   Creates entry in AST:InventoryQuantity

3.   Creates entry in AST:Inventory Transactions

Nathan Aker
IT Service Management
McAfee, Inc.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Tuesday, November 05, 2013 12:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: CI Status of "In Inventory"

**
What you are considering will not be affected by a reconciliation job. When a 
CI is discovered and reconciled the BMC.Asset Dataset status is changed from In 
Inventory to Deployed.
-Original Message-
From: Hennigan, Sandra 
mailto:sandra.henni...@usdoj.gov>>
To: arslist mailto:arslist@ARSLIST.ORG>>
Sent: Tue, Nov 5, 2013 12:56 pm
Subject: Re: CI Status of "In Inventory"

How would I check?



Thank you,



Sandra Hennigan

Remedy Developer





-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, November 05, 2013 12:33 PM

To: arslist@ARSLIST.ORG

Subject: Re: CI Status of "In Inventory"



Do you have any Reconciliation jobs running?

-Original Message-

From: Action Request System discussion list(ARSList)

[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger 
Justice

Sent: Tuesday, November 05, 2013 12:11 PM

To: arslist@ARSLIST.ORG

Subject: Re: CI Status of "In Inventory"



**

You are modifying workflow that is Asset Management centric and does not

affect the CMDB concept. The advantage to using the OOTB workflow will

allow users to review where a specific Asset that is In Inventory is

located. If the customer only has one location that they store Assets

then the Best Practice would be to set up the one location and not

modify workflow.

-Original Message-

From: Hennigan, Sandra 
mailto:sandra.henni...@usdoj.gov>>

To: arslist mailto:arslist@ARSLIST.ORG>>

Sent: Tue, Nov 5, 2013 11:54 am

Subject: CI Status of "In Inventory"





My customer would like to use the CI Status of "In Inventory" without

having to

set the storage location. In Test, I have disabled two ALs and 1 filter.

Active Link disabled:

ASI:SHR:All_006_INVCheckStatusInInventory

ASI:SHR:All_006_INVCheckStatusInInventory_ModifyAll



Filter disabled:

ASI:SHR:CreateStorageRelation_500



CI records can be modified to a Status of "In Inventory" without setting

the

storage location.



But I am not a CMDB expert and wanted to run the change thru your

learned minds

- it is really that easy? The disabling of ALs & filter has been running

for

over a week with no apparent issue.



Is there other workflow that needs to be changed as well?

Good idea/bad idea?

Any one experienced this request?



Environment:



Windows 2008 r2

Oracle 11g

ARS 8.1

ITSM 8.1



Assistance greatly appreciated.



Sandra Hennigan

Remedy Developer





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Re: CI Status of "In Inventory"

[Nathan Aker]

Putting an asset into an "In Inventory" status does 3 things behind the scenes 
in my testing (I decomposed it to replicate with a manual import of in 
inventory items).  Check to make sure you have found all workflow pertaining to 
the following:


1.   Creates relationship from the Asset CI (Whatever class you're working 
with) to the BMC_INVENTORYSTORAGE CI.

2.   Creates entry in AST:InventoryQuantity

3.   Creates entry in AST:Inventory Transactions

Nathan Aker
IT Service Management
McAfee, Inc.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Tuesday, November 05, 2013 12:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: CI Status of "In Inventory"

**
What you are considering will not be affected by a reconciliation job. When a 
CI is discovered and reconciled the BMC.Asset Dataset status is changed from In 
Inventory to Deployed.
-Original Message-
From: Hennigan, Sandra 
mailto:sandra.henni...@usdoj.gov>>
To: arslist mailto:arslist@ARSLIST.ORG>>
Sent: Tue, Nov 5, 2013 12:56 pm
Subject: Re: CI Status of "In Inventory"

How would I check?



Thank you,



Sandra Hennigan

Remedy Developer





-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, November 05, 2013 12:33 PM

To: arslist@ARSLIST.ORG

Subject: Re: CI Status of "In Inventory"



Do you have any Reconciliation jobs running?

-Original Message-

From: Action Request System discussion list(ARSList)

[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger 
Justice

Sent: Tuesday, November 05, 2013 12:11 PM

To: arslist@ARSLIST.ORG

Subject: Re: CI Status of "In Inventory"



**

You are modifying workflow that is Asset Management centric and does not

affect the CMDB concept. The advantage to using the OOTB workflow will

allow users to review where a specific Asset that is In Inventory is

located. If the customer only has one location that they store Assets

then the Best Practice would be to set up the one location and not

modify workflow.

-Original Message-

From: Hennigan, Sandra 
mailto:sandra.henni...@usdoj.gov>>

To: arslist mailto:arslist@ARSLIST.ORG>>

Sent: Tue, Nov 5, 2013 11:54 am

Subject: CI Status of "In Inventory"





My customer would like to use the CI Status of "In Inventory" without

having to

set the storage location. In Test, I have disabled two ALs and 1 filter.

Active Link disabled:

ASI:SHR:All_006_INVCheckStatusInInventory

ASI:SHR:All_006_INVCheckStatusInInventory_ModifyAll



Filter disabled:

ASI:SHR:CreateStorageRelation_500



CI records can be modified to a Status of "In Inventory" without setting

the

storage location.



But I am not a CMDB expert and wanted to run the change thru your

learned minds

- it is really that easy? The disabling of ALs & filter has been running

for

over a week with no apparent issue.



Is there other workflow that needs to be changed as well?

Good idea/bad idea?

Any one experienced this request?



Environment:



Windows 2008 r2

Oracle 11g

ARS 8.1

ITSM 8.1



Assistance greatly appreciated.



Sandra Hennigan

Remedy Developer





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Re: CI Status of "In Inventory"

[Roger Justice]

What you are considering will not be affected by a reconciliation job. When a 
CI is discovered and reconciled the BMC.Asset Dataset status is changed from In 
Inventory to Deployed.


-Original Message-
From: Hennigan, Sandra 
To: arslist 
Sent: Tue, Nov 5, 2013 12:56 pm
Subject: Re: CI Status of "In Inventory"


How would I check?

Thank you,

Sandra Hennigan
Remedy Developer


-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, November 05, 2013 12:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: CI Status of "In Inventory"

Do you have any Reconciliation jobs running?  
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Tuesday, November 05, 2013 12:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: CI Status of "In Inventory"

** 
You are modifying workflow that is Asset Management centric and does not
affect the CMDB concept. The advantage to using the OOTB workflow will
allow users to review where a specific Asset that is In Inventory is
located. If the customer only has one location that they store Assets
then the Best Practice would be to set up the one location and not
modify workflow. 
-Original Message-
From: Hennigan, Sandra 
To: arslist 
Sent: Tue, Nov 5, 2013 11:54 am
Subject: CI Status of "In Inventory"


My customer would like to use the CI Status of "In Inventory" without
having to 
set the storage location. In Test, I have disabled two ALs and 1 filter.
Active Link disabled: 
ASI:SHR:All_006_INVCheckStatusInInventory
ASI:SHR:All_006_INVCheckStatusInInventory_ModifyAll

Filter disabled: 
ASI:SHR:CreateStorageRelation_500

CI records can be modified to a Status of "In Inventory" without setting
the 
storage location.

But I am not a CMDB expert and wanted to run the change thru your
learned minds 
- it is really that easy? The disabling of ALs & filter has been running
for 
over a week with no apparent issue.

Is there other workflow that needs to be changed as well? 
Good idea/bad idea? 
Any one experienced this request?

Environment:

Windows 2008 r2
Oracle 11g
ARS 8.1
ITSM 8.1

Assistance greatly appreciated.

Sandra Hennigan
Remedy Developer


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Re: CI Status of "In Inventory"

[Hennigan, Sandra]

How would I check?

Thank you,

Sandra Hennigan
Remedy Developer


-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, November 05, 2013 12:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: CI Status of "In Inventory"

Do you have any Reconciliation jobs running?  
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Tuesday, November 05, 2013 12:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: CI Status of "In Inventory"

** 
You are modifying workflow that is Asset Management centric and does not
affect the CMDB concept. The advantage to using the OOTB workflow will
allow users to review where a specific Asset that is In Inventory is
located. If the customer only has one location that they store Assets
then the Best Practice would be to set up the one location and not
modify workflow. 
-Original Message-
From: Hennigan, Sandra 
To: arslist 
Sent: Tue, Nov 5, 2013 11:54 am
Subject: CI Status of "In Inventory"


My customer would like to use the CI Status of "In Inventory" without
having to 
set the storage location. In Test, I have disabled two ALs and 1 filter.
Active Link disabled: 
ASI:SHR:All_006_INVCheckStatusInInventory
ASI:SHR:All_006_INVCheckStatusInInventory_ModifyAll

Filter disabled: 
ASI:SHR:CreateStorageRelation_500

CI records can be modified to a Status of "In Inventory" without setting
the 
storage location.

But I am not a CMDB expert and wanted to run the change thru your
learned minds 
- it is really that easy? The disabling of ALs & filter has been running
for 
over a week with no apparent issue.

Is there other workflow that needs to be changed as well? 
Good idea/bad idea? 
Any one experienced this request?

Environment:

Windows 2008 r2
Oracle 11g
ARS 8.1
ITSM 8.1

Assistance greatly appreciated.

Sandra Hennigan
Remedy Developer


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Re: CI Status of "In Inventory"

[Hennigan, Sandra]

No.

Thank you,

Sandra Hennigan
Remedy Developer


-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, November 05, 2013 12:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: CI Status of "In Inventory"

Do you have any Reconciliation jobs running?  
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Tuesday, November 05, 2013 12:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: CI Status of "In Inventory"

** 
You are modifying workflow that is Asset Management centric and does not
affect the CMDB concept. The advantage to using the OOTB workflow will
allow users to review where a specific Asset that is In Inventory is
located. If the customer only has one location that they store Assets
then the Best Practice would be to set up the one location and not
modify workflow. 
-Original Message-
From: Hennigan, Sandra 
To: arslist 
Sent: Tue, Nov 5, 2013 11:54 am
Subject: CI Status of "In Inventory"


My customer would like to use the CI Status of "In Inventory" without
having to 
set the storage location. In Test, I have disabled two ALs and 1 filter.
Active Link disabled: 
ASI:SHR:All_006_INVCheckStatusInInventory
ASI:SHR:All_006_INVCheckStatusInInventory_ModifyAll

Filter disabled: 
ASI:SHR:CreateStorageRelation_500

CI records can be modified to a Status of "In Inventory" without setting
the 
storage location.

But I am not a CMDB expert and wanted to run the change thru your
learned minds 
- it is really that easy? The disabling of ALs & filter has been running
for 
over a week with no apparent issue.

Is there other workflow that needs to be changed as well? 
Good idea/bad idea? 
Any one experienced this request?

Environment:

Windows 2008 r2
Oracle 11g
ARS 8.1
ITSM 8.1

Assistance greatly appreciated.

Sandra Hennigan
Remedy Developer


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Re: EXTERNAL: Re: Installation problems with ARS 8.1.00

[Reiser, John J]

Janie,

It looks like we are going to create the MS SQL Server account name 
(ARAdmin_Prod) for the database ARSystem_Prod and make it the dbo per BMC 
Support (sp_changedbowner ARAdmin_Prod, True)



I'm going to ask them to first follow the step that you listed here if they are 
MS SQL Server statements instead of Oracle.



BMC Support also said the installer should be run as a local administrator on 
the ARSystem server.

After I get the VM recreated and the accounts setup I'll give it another try.

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 Janie Sprenger
Sent: Friday, November 01, 2013 2:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL: Re: Installation problems with ARS 8.1.00

**
Are you able to ask for the list of privileges/permissions that have been 
granted to the resource account - both for Windows and SQL?  Considering 7.6p5 
and 8.1 are both giving you grief, there is most likely something missing.

For SQL these are the steps I use when having to manually create the user or 
datafile.  Perhaps your DBAs will check if the resource account has the role 
and privileges attached.
1. In a SQL*Plus window, create the tablespace. For example:
create tablespace arsys datafile '/path/arsys.dbf' size 500M reuse;

2. Create a user. For example:
create user aradmin identified by AR#Admin# default tablespace arsys temporary 
tablespace temp quota unlimited on arsys;

3. Create a role for the user you created in step 2 above. For example:
create role ARole_arsys not identified;

4. Set the privileges for the role. For example:
grant alter session, create cluster, create database link, create sequence, 
create session, create synonym, create table, create view, create procedure, 
create trigger, query rewrite to ARole_arsys;

5. Grant the role to the user. For example:
grant ARole_arsys to aradmin;

A long time ago, I remember seeing 5 things that a non-administrator account 
had to have for Windows.  I'll see if I can find that.  Or maybe if someone 
else has it, they can chime in.  I remember it specifically had to do with 
running the ARServer service with a user account or domain account that was not 
the administrator.

Is the installation completing though?  This KB is older, KA289521, but I 
wonder if your DB objects need to have dbo ownership applied...

Janie

On Fri, Nov 1, 2013 at 6:23 AM, Reiser, John J 
mailto:john.j.rei...@lmco.com>> wrote:
**
Shawn,
We are required to use what we call a resource account and it must be a windows 
authenticated account. Local SQL accounts are read only.

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 Pierson, 
Shawn
Sent: Friday, November 01, 2013 9:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL: Re: Installation problems with ARS 8.1.00

**
I haven't sorted through all the emails, but have you tried using the default 
ARAdmin SQL Server account instead of the domain account?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: Friday, November 01, 2013 8:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL: Re: Installation problems with ARS 8.1.00

**
Janie,
Thanks for the reply. I've also had no luck installing a clean ARS7.6.04 SP5 as 
directed by BMC Support.
The installer runs very quickly until it comes to the part about starting the 
services. Then it hangs for 20 -30 minutes and ends with a failure.
Always the same message in the logs; ARSystem did not start in a timely fashion.

I download and unzip the install suite to the VM. The SQL Server DB is on a SAN 
that is required even for development databases.
I am only installing the ARSystem Server. This is a non-ITSM system. I don't 
even install Approval or Assignment servers.

I seem to remember something about using a local admin account instead of being 
a member of the Administrators group but I can't find anything that 
differentiates the two in the documentation.

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@AR

Re: CI Status of "In Inventory"

[Kemes, Lisa A DLA CTR INFORMATION OPERATIONS]

Do you have any Reconciliation jobs running?  
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Tuesday, November 05, 2013 12:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: CI Status of "In Inventory"

** 
You are modifying workflow that is Asset Management centric and does not
affect the CMDB concept. The advantage to using the OOTB workflow will
allow users to review where a specific Asset that is In Inventory is
located. If the customer only has one location that they store Assets
then the Best Practice would be to set up the one location and not
modify workflow. 
-Original Message-
From: Hennigan, Sandra 
To: arslist 
Sent: Tue, Nov 5, 2013 11:54 am
Subject: CI Status of "In Inventory"


My customer would like to use the CI Status of "In Inventory" without
having to 
set the storage location. In Test, I have disabled two ALs and 1 filter.
Active Link disabled: 
ASI:SHR:All_006_INVCheckStatusInInventory
ASI:SHR:All_006_INVCheckStatusInInventory_ModifyAll

Filter disabled: 
ASI:SHR:CreateStorageRelation_500

CI records can be modified to a Status of "In Inventory" without setting
the 
storage location.

But I am not a CMDB expert and wanted to run the change thru your
learned minds 
- it is really that easy? The disabling of ALs & filter has been running
for 
over a week with no apparent issue.

Is there other workflow that needs to be changed as well? 
Good idea/bad idea? 
Any one experienced this request?

Environment:

Windows 2008 r2
Oracle 11g
ARS 8.1
ITSM 8.1

Assistance greatly appreciated.

Sandra Hennigan
Remedy Developer


___
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Re: CI Status of "In Inventory"

[Hennigan, Sandra]

Thank you, Roger.

The customer is setting the Region/Site Group, Site, Floor & Room along with 
the CI Status on each CI record and wants this to be enough for reporitng 
purposes.

And I agree re: best practice is not to modify workflow.

Sandra Hennigan
Remedy Developer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Tuesday, November 05, 2013 12:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: CI Status of "In Inventory"

**
You are modifying workflow that is Asset Management centric and does not affect 
the CMDB concept. The advantage to using the OOTB workflow will allow users to 
review where a specific Asset that is In Inventory is located. If the customer 
only has one location that they store Assets then the Best Practice would be to 
set up the one location and not modify workflow.
-Original Message-
From: Hennigan, Sandra 
To: arslist 
Sent: Tue, Nov 5, 2013 11:54 am
Subject: CI Status of "In Inventory"

My customer would like to use the CI Status of "In Inventory" without having to

set the storage location. In Test, I have disabled two ALs and 1 filter.

Active Link disabled:

ASI:SHR:All_006_INVCheckStatusInInventory

ASI:SHR:All_006_INVCheckStatusInInventory_ModifyAll



Filter disabled:

ASI:SHR:CreateStorageRelation_500



CI records can be modified to a Status of "In Inventory" without setting the

storage location.



But I am not a CMDB expert and wanted to run the change thru your learned minds

- it is really that easy? The disabling of ALs & filter has been running for

over a week with no apparent issue.



Is there other workflow that needs to be changed as well?

Good idea/bad idea?

Any one experienced this request?



Environment:



Windows 2008 r2

Oracle 11g

ARS 8.1

ITSM 8.1



Assistance greatly appreciated.



Sandra Hennigan

Remedy Developer



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Re: CI Status of "In Inventory"

[Roger Justice]

You are modifying workflow that is Asset Management centric and does not affect 
the CMDB concept. The advantage to using the OOTB workflow will allow users to 
review where a specific Asset that is In Inventory is located. If the customer 
only has one location that they store Assets then the Best Practice would be to 
set up the one location and not modify workflow. 


-Original Message-
From: Hennigan, Sandra 
To: arslist 
Sent: Tue, Nov 5, 2013 11:54 am
Subject: CI Status of "In Inventory"


My customer would like to use the CI Status of "In Inventory" without having to 
set the storage location. In Test, I have disabled two ALs and 1 filter.
Active Link disabled: 
ASI:SHR:All_006_INVCheckStatusInInventory
ASI:SHR:All_006_INVCheckStatusInInventory_ModifyAll

Filter disabled: 
ASI:SHR:CreateStorageRelation_500

CI records can be modified to a Status of "In Inventory" without setting the 
storage location.

But I am not a CMDB expert and wanted to run the change thru your learned minds 
- it is really that easy? The disabling of ALs & filter has been running for 
over a week with no apparent issue.

Is there other workflow that needs to be changed as well? 
Good idea/bad idea? 
Any one experienced this request?

Environment:

Windows 2008 r2
Oracle 11g
ARS 8.1
ITSM 8.1

Assistance greatly appreciated.

Sandra Hennigan
Remedy Developer

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Re: Hub and Spoke for Non-Production ITSM Systems

[Carl Wilson]

Answers below along with the following.

Once a server has been setup as a Hub, it does not function like a normal
ARS server and therefore you would not be able to achieve your requirement
OOB.  A good idea, but currently not possible without customisation.

A Hub limits what can be created once it has been configured.  The consoles
perform differently and re-direct users to the various Spoke systems for
requests that have been generated from these servers.  It is a central
viewing point for all systems in the "Wheel" so to speak.

Although a full server, it is designed not to have data created in it just a
viewing portal to other systems.  That is the concept (although I would
think that you can indeed create data).

 

 

  _  

 

Kind Regards,

 

Carl Wilson

 

http://www.missingpiecessoftware.com/

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: 05 November 2013 13:33
To: arslist@ARSLIST.ORG
Subject: Hub and Spoke for Non-Production ITSM Systems

 

** 

Good morning,

 

I wanted to throw this out there for feedback.  Most of the functionality
for hub and spoke in ITSM seems focused on using it between various
production environments between different groups that have their own Remedy
systems within an organization.

 

My company currently has one production Remedy instance and we're probably
going to be fine with that for the next year at least.  However, I was
thinking that this may be useful from a non-Production system standpoint.
What I'm thinking is that I set up the Production server as the hub, and my
development and test environments as spokes.  This should help keep my
foundation data fresh between all of the systems.  However, I have a few
questions that will determine whether or not it will work:

 

1)  Can you implement hub and spoke without buying DSO licenses (e.g. is
DSO now included or is it still a separate product?) - Included

2)  Can you control what data is synchronized between the hub and spoke
servers? (e.g. can you exclude Production notifications from the sync?) -
Foundation Data is synchronised from the Hub > Spoke, first sync initiation
is manual, then the system automatically syncs data for Companies designated
as "Service Providers" (although I have heard that other non "Service
Provider" data has been synced before along with the designated Companies).
It does this using generic DSO mappings and a round robin approach to
synchronisation.  Spoke ITSM request data is then sent back to the Hub for
the Companies designated "Service Providers".  Any Company locally
configured on a Spoke keeps its data and configuration local to the Spoke.
So in the Hub you see all requests (subset of data) from the Spokes for
these Service Provider Companies, then you drill down to the Spoke via URL
redirects to the actual Spoke.  You could also mark the data as synchronised
using the DSO fields so it is not updated.

3)  Is it possible to remove the relationship temporarily, keeping the
data on the spoke server, in such a way that you can test certain
data/configuration changes without it being overwritten from the hub? - You
can remove the Hub > Spoke configuration, but the rules in the DSO are
configured as generic and the mappings would need to be turned off to limit
the data exchanged.

4)  Is it possible to push data from the spoke back up to the hub? - The
only data heading back to the Hub is the subset of ITSM request data for
display in the Consoles - customisation would be required to send other
data.

5)  Are there any other potential risks from adopting hub and spoke to
keep non-Production systems up to date? - currently not designed for this
functionality (although with some changes would work well)

 

This isn't a critical thing for me, more of a discussion point, but if it
works it could save us all a lot of effort especially around keeping test
and production systems similar.

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Energy Transfer

 

Private and confidential as detailed here
 . If you cannot access
hyperlink, please e-mail sender. 

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


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CI Status of "In Inventory"

[Hennigan, Sandra]

My customer would like to use the CI Status of "In Inventory" without having to 
set the storage location. In Test, I have disabled two ALs and 1 filter.
Active Link disabled: 
ASI:SHR:All_006_INVCheckStatusInInventory
ASI:SHR:All_006_INVCheckStatusInInventory_ModifyAll

Filter disabled: 
ASI:SHR:CreateStorageRelation_500

CI records can be modified to a Status of "In Inventory" without setting the 
storage location.

But I am not a CMDB expert and wanted to run the change thru your learned minds 
- it is really that easy? The disabling of ALs & filter has been running for 
over a week with no apparent issue.

Is there other workflow that needs to be changed as well? 
Good idea/bad idea? 
Any one experienced this request?

Environment:

Windows 2008 r2
Oracle 11g
ARS 8.1
ITSM 8.1

Assistance greatly appreciated.

Sandra Hennigan
Remedy Developer

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Re: Font change in notification

[Grooms, Frederick W]

2 things I can think of that might help

You could set the importance of the email to High

Using a template you could make it an HTML email straight from Remedy as well.

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Young, Ronald P.
Sent: Tuesday, November 05, 2013 10:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Font change in notification

**
Thanks...it would be plain text straight from remedy...not html. Oh well!

Thanks,
Ron Young

"Do not count the days; make your days count." (Muhammad Ali)

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Tuesday, November 05, 2013 10:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: Font change in notification

**
Ron,
It depends on if they are reading it in plain text or not.  If Plain Text, 
noif you send the notification out in HTML, you can do any sort of work you 
would like regarding font, bold, color, etc.

On Tue, Nov 5, 2013 at 9:04 AM, Ron Young 
mailto:rpyo...@southernco.com>> wrote:
Just wondering...running 7.6 user/Developer 8.1...is there a way when setting 
up a filter for notification to change the font?
I have a filter that looks for priority 1 tickets and then will send an email 
notification to a certain department. It seems like they over look part of the 
email and I would like to make it bold and change the color if possible. Shoot 
if I could make it flash I would. :)

Thanks,
Ron Young

"Do not count the days; make your days count." (Muhammad Ali)



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Re: Font change in notification

[Young, Ronald P.]

Thanks...it would be plain text straight from remedy...not html. Oh well!

Thanks,
Ron Young

"Do not count the days; make your days count." (Muhammad Ali)

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Tuesday, November 05, 2013 10:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: Font change in notification

**
Ron,
It depends on if they are reading it in plain text or not.  If Plain Text, 
noif you send the notification out in HTML, you can do any sort of work you 
would like regarding font, bold, color, etc.

On Tue, Nov 5, 2013 at 9:04 AM, Ron Young 
mailto:rpyo...@southernco.com>> wrote:
Just wondering...running 7.6 user/Developer 8.1...is there a way when setting 
up a filter for notification to change the font?
I have a filter that looks for priority 1 tickets and then will send an email 
notification to a certain department. It seems like they over look part of the 
email and I would like to make it bold and change the color if possible. Shoot 
if I could make it flash I would. :)

Thanks,
Ron Young

"Do not count the days; make your days count." (Muhammad Ali)

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Re: Font change in notification

[LJ LongWing]

Ron,
It depends on if they are reading it in plain text or not.  If Plain Text,
noif you send the notification out in HTML, you can do any sort of work
you would like regarding font, bold, color, etc.


On Tue, Nov 5, 2013 at 9:04 AM, Ron Young  wrote:

> Just wondering...running 7.6 user/Developer 8.1...is there a way when
> setting up a filter for notification to change the font?
> I have a filter that looks for priority 1 tickets and then will send an
> email notification to a certain department. It seems like they over look
> part of the email and I would like to make it bold and change the color if
> possible. Shoot if I could make it flash I would. :)
>
> Thanks,
> Ron Young
>
> “Do not count the days; make your days count.” (Muhammad Ali)
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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>

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Font change in notification

[Ron Young]

Just wondering...running 7.6 user/Developer 8.1...is there a way when setting 
up a filter for notification to change the font?
I have a filter that looks for priority 1 tickets and then will send an email 
notification to a certain department. It seems like they over look part of the 
email and I would like to make it bold and change the color if possible. Shoot 
if I could make it flash I would. :)

Thanks,
Ron Young

“Do not count the days; make your days count.” (Muhammad Ali)

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Re: Problems with Conditions of Join Form after Upgrade to Remedy 7.6

[Lucero, Michelle]

Hi, LJ:

The defect impacted 100% of all join forms  (OOB<->OOB, Custom<->Custom, 
OOB<->Custom).  The join criteria was disabled.  The only time it was enabled 
was on the creation of a join.  Once saved, the join criteria and the ability 
to swap forms was immediately disabled.  It was made apparent immediately after 
upgrading from 7.6.04 patch 04 to 8.1.00.

There's a DEV Studio Hot fix that addresses the issue.

Michelle

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Tuesday, November 05, 2013 9:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Problems with Conditions of Join Form after Upgrade to Remedy 7.6

**
Michelle,
I didn't see where Salvo said it was a Custom form...that would indeed be a 
problem.  If it's a base form with overlay, I remember a discussion with Doug 
as to why you can't modify a join condition in an overlay.

On Tue, Nov 5, 2013 at 8:14 AM, Lucero, Michelle 
mailto:michelle.luc...@bankofamerica.com>> 
wrote:
**
Hi, Salvo:

This is a known defect in 8.1 that has been addressed with a hot-fix.  SP5 for 
7.6.04 may have come out around the same time.  It is possible that the same 
defect had been encountered there as well.
Ask your BMC support contact about the defect # and hot fix noted below.  The 
hot fix fixed our issue on 8.1.


"Defect SW00450943 has been filed.  Also, ESC#039963 has been raised to resolve 
the issue so Join Form Properties can be modified."

"Hot-fix for Defect: SW00450943 - Join Information is not allowed to change for 
custom forms"

Hope this helps.
Michelle

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ 
LongWing
Sent: Tuesday, November 05, 2013 7:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: Problems with Conditions of Join Form after Upgrade to Remedy 7.6

**

You need to either create your own join, or make the change in Base mode
On Nov 5, 2013 2:03 AM, "team.rem...@libero.it" 
mailto:team.rem...@libero.it>> wrote:
Hi all,

we made the upgrade from the version 7.1 to the version 7.6.0.4 SP5 of Remedy.

We work in Best Practice Customization and we have serious problems with a
Join Form, because we can't modify

the Join Information of the Join Form.

It is not allowed to swap between the Forms or modify the Join Condition that
is what we need..

We want modify the Join Condition adding a condition about a Custom Field but
the system does not allow to do this modify.

Can anyone suggest us  how modify the Join Condition in the Best Practice
Customization Mode?

Thanks in advance.

Salvo

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Re: Problems with Conditions of Join Form after Upgrade to Remedy 7.6

[LJ LongWing]

Michelle,
I didn't see where Salvo said it was a Custom form...that would indeed be a
problem.  If it's a base form with overlay, I remember a discussion with
Doug as to why you can't modify a join condition in an overlay.


On Tue, Nov 5, 2013 at 8:14 AM, Lucero, Michelle <
michelle.luc...@bankofamerica.com> wrote:

> **
>
> Hi, Salvo:
>
>
>
> This is a known defect in 8.1 that has been addressed with a hot-fix.  SP5
> for 7.6.04 may have come out around the same time.  It is possible that the
> same defect had been encountered there as well.
>
> Ask your BMC support contact about the defect # and hot fix noted below.
> The hot fix fixed our issue on 8.1.
>
>
>
> “Defect SW00450943 has been filed.  Also, ESC#039963 has been raised to
> resolve the issue so Join Form Properties can be modified.”
> “Hot-fix for Defect: SW00450943 – Join Information is not allowed to
> change for custom forms”
>
>
>
> Hope this helps.
>
> Michelle
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *LJ LongWing
> *Sent:* Tuesday, November 05, 2013 7:11 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Problems with Conditions of Join Form after Upgrade to
> Remedy 7.6
>
>
>
> **
>
> You need to either create your own join, or make the change in Base mode
>
> On Nov 5, 2013 2:03 AM, "team.rem...@libero.it" 
> wrote:
>
> Hi all,
>
> we made the upgrade from the version 7.1 to the version 7.6.0.4 SP5 of
> Remedy.
>
> We work in Best Practice Customization and we have serious problems with a
> Join Form, because we can't modify
>
> the Join Information of the Join Form.
>
> It is not allowed to swap between the Forms or modify the Join Condition
> that
> is what we need..
>
> We want modify the Join Condition adding a condition about a Custom Field
> but
> the system does not allow to do this modify.
>
> Can anyone suggest us  how modify the Join Condition in the Best Practice
> Customization Mode?
>
> Thanks in advance.
>
> Salvo
>
>
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>
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> recipient, please delete this message.
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Re: Problems with Conditions of Join Form after Upgrade to Remedy 7.6

[Lucero, Michelle]

Hi, Salvo:

This is a known defect in 8.1 that has been addressed with a hot-fix.  SP5 for 
7.6.04 may have come out around the same time.  It is possible that the same 
defect had been encountered there as well.
Ask your BMC support contact about the defect # and hot fix noted below.  The 
hot fix fixed our issue on 8.1.


"Defect SW00450943 has been filed.  Also, ESC#039963 has been raised to resolve 
the issue so Join Form Properties can be modified."

"Hot-fix for Defect: SW00450943 - Join Information is not allowed to change for 
custom forms"

Hope this helps.
Michelle

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Tuesday, November 05, 2013 7:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: Problems with Conditions of Join Form after Upgrade to Remedy 7.6

**

You need to either create your own join, or make the change in Base mode
On Nov 5, 2013 2:03 AM, "team.rem...@libero.it" 
mailto:team.rem...@libero.it>> wrote:
Hi all,

we made the upgrade from the version 7.1 to the version 7.6.0.4 SP5 of Remedy.

We work in Best Practice Customization and we have serious problems with a
Join Form, because we can't modify

the Join Information of the Join Form.

It is not allowed to swap between the Forms or modify the Join Condition that
is what we need..

We want modify the Join Condition adding a condition about a Custom Field but
the system does not allow to do this modify.

Can anyone suggest us  how modify the Join Condition in the Best Practice
Customization Mode?

Thanks in advance.

Salvo

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Re: Hub and Spoke for Non-Production ITSM Systems

[Misi Mladoniczky]

Hi,

DSO is now included.

But nevertheless, you might want to consider using RRR|Chive instead. In this
way you need not enable any DSO-fields and build filters to trigger the
transfers.

RRR|Chive can easily be configured on a form-by-form way, and you can then
just run it whenever you want to sync up your spokes from the hub.

It is also easy to do multiple sets of config files to restore the
test-environment from prod or something like that.

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.

> Good morning,
>
> I wanted to throw this out there for feedback.  Most of the functionality for
> hub and spoke in ITSM seems focused on using it between various production
> environments between different groups that have their own Remedy systems
> within an organization.
>
> My company currently has one production Remedy instance and we're probably
> going to be fine with that for the next year at least.  However, I was
> thinking that this may be useful from a non-Production system standpoint.
> What I'm thinking is that I set up the Production server as the hub, and my
> development and test environments as spokes.  This should help keep my
> foundation data fresh between all of the systems.  However, I have a few
> questions that will determine whether or not it will work:
>
>
> 1)  Can you implement hub and spoke without buying DSO licenses (e.g. is
> DSO now included or is it still a separate product?)
>
> 2)  Can you control what data is synchronized between the hub and spoke
> servers? (e.g. can you exclude Production notifications from the sync?)
>
> 3)  Is it possible to remove the relationship temporarily, keeping the
> data on the spoke server, in such a way that you can test certain
> data/configuration changes without it being overwritten from the hub?
>
> 4)  Is it possible to push data from the spoke back up to the hub?
>
> 5)  Are there any other potential risks from adopting hub and spoke to
> keep non-Production systems up to date?
>
> This isn't a critical thing for me, more of a discussion point, but if it
> works it could save us all a lot of effort especially around keeping test and
> production systems similar.
>
> Thanks,
>
> Shawn Pierson
> Remedy Developer | Energy Transfer
>
>
> Private and confidential as detailed here:
> http://www.energytransfer.com/mail_disclaimer.aspx .  If you cannot access the
> link, please e-mail sender.
>
> ___
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>

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Hub and Spoke for Non-Production ITSM Systems

[Pierson, Shawn]

Good morning,

I wanted to throw this out there for feedback.  Most of the functionality for 
hub and spoke in ITSM seems focused on using it between various production 
environments between different groups that have their own Remedy systems within 
an organization.

My company currently has one production Remedy instance and we're probably 
going to be fine with that for the next year at least.  However, I was thinking 
that this may be useful from a non-Production system standpoint.  What I'm 
thinking is that I set up the Production server as the hub, and my development 
and test environments as spokes.  This should help keep my foundation data 
fresh between all of the systems.  However, I have a few questions that will 
determine whether or not it will work:


1)  Can you implement hub and spoke without buying DSO licenses (e.g. is 
DSO now included or is it still a separate product?)

2)  Can you control what data is synchronized between the hub and spoke 
servers? (e.g. can you exclude Production notifications from the sync?)

3)  Is it possible to remove the relationship temporarily, keeping the data 
on the spoke server, in such a way that you can test certain data/configuration 
changes without it being overwritten from the hub?

4)  Is it possible to push data from the spoke back up to the hub?

5)  Are there any other potential risks from adopting hub and spoke to keep 
non-Production systems up to date?

This isn't a critical thing for me, more of a discussion point, but if it works 
it could save us all a lot of effort especially around keeping test and 
production systems similar.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer


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link, please e-mail sender.

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Re: Problems with Conditions of Join Form after Upgrade to Remedy 7.6

[LJ LongWing]

You need to either create your own join, or make the change in Base mode
On Nov 5, 2013 2:03 AM, "team.rem...@libero.it" 
wrote:

> Hi all,
>
> we made the upgrade from the version 7.1 to the version 7.6.0.4 SP5 of
> Remedy.
>
> We work in Best Practice Customization and we have serious problems with a
> Join Form, because we can't modify
>
> the Join Information of the Join Form.
>
> It is not allowed to swap between the Forms or modify the Join Condition
> that
> is what we need..
>
> We want modify the Join Condition adding a condition about a Custom Field
> but
> the system does not allow to do this modify.
>
> Can anyone suggest us  how modify the Join Condition in the Best Practice
> Customization Mode?
>
> Thanks in advance.
>
> Salvo
>
>
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>

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Re: Need ITMS 7.x Architecture Doc

[MOHAMMED FAROOQ BABA]

Hi Shiv,

Thanks for your response, prior writing to ARSLIST i've gone through the link 
which you've mentioned.

Actually i was going through one doc and it had the below mentioned line, 
pasting for your reference

"For a more comprehensive discussion of the BMC SRM Framework architecture, see 
the Common Application Interface section of the ITSM 7.x architecture document."

That's where i ended asking this question.

-Farooq.

> Date: Tue, 5 Nov 2013 07:29:31 -0500
> From: shiv_manak...@yahoo.co.in
> Subject: Re: Need ITMS 7.x Architecture Doc
> To: arslist@ARSLIST.ORG
> 
> Hello,
> Thanks for the post.
> 
> You can download ITSM Architect Guide for 7.0.x Application version from 
> below link on BMC Support website.
> http://documents.bmc.com/supportu/documents/57/43/65743/65743.pdf
> 
> Supportive discussion from BMC Communities can be found on below link with 
> some additional inputs.
> https://communities.bmc.com/message/136857
> 
> Hope this information would be useful to you!
> 
> ___
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Re: User cannot find Task Templates

[Shiv Manakshe]

Hello,
Thanks for the post.

In order to create Task template, Please request user to: 

Connect to System and click on (From Left Navigation Pane Application List), 
Application Administration Console –> Customer configuration ->  Task 
Management System -> Task Configuration -> Task Template

Once the Task template form is open, user can create a new Task Template or 
perform query to see existing Task Template records.

You can also get additional information about creating Task Template on below 
topic from Task Management System - Administrator’s Guide 

Working with task templates  - Page Number 44

For your convenience you can download Task Management System -Administrator’s 
Guide on below link from BMC Support website.
http://documents.bmc.com/supportu/documents/34/12/103412/103412.pdf

I hope this information would be useful to you.

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Re: ARDBCPlugin and getEntry function call

[Misi Mladoniczky]

Hi,

It is completely up to you how you implement this.

Doing a select '*' seems odd, as you are not sure which column comes where.

For the GetListEntry call, you can implemented the LIKE operator for a single
column, for example 'login', and then you do something like:
SELECT id,name FROM table WHERE login LIKE '%xxx%'
You then return id and name and any other optional column. You will also
populate the AREntryIdList structure with the id (nnn) converted to a string.

If you use this in something other than a Table-field, you must also implement
the GetEntry-call where you use the number returned in the above call:
SELECT id,name FORM table WHERE id = nnn
The nnn above is passed to the function as a character inside the
AREntryIdList structure.

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.

> Thanks for your explanation
> Still need some clarifications.
> My assumption is that RequestId equals to an identity column on a remote
> table.
>
> If the user searches for the login "username", and the "username" is the
> record with Request ID e.g. 100
> the qualification evolves to a query :
> select * from table where login = 'username'
> or
> select * from table where login like '%username%'
> (depends how the search is performed)
>
> but the getEntry function still gets 1 as an entryId.
>
> So my question is how can I control what is being passed to the function as
> an entryId.
>
>
>
> 2013/11/5 Jarl Grøneng 
>
>> **
>> Hi
>>
>> From the C API documentation:
>>
>> Unique identifier for the entry to retrieve. It must correspond to a value
>> in the external data source and must be unique, non-NULL, and either
>> character or numeric data. For an external data source, the entry ID can
>> have more than 15 characters. Therefore, the entry ID can consist of one or
>> more values of type AREntryIdType and is represented by the AREntryIdList
>> structure.
>>
>> --
>> J
>>
>>
>> 2013/11/4 Misi Mladoniczky 
>>
>>> Hi,
>>>
>>> Field ID 1 has special meaning to Remedy. It is a max 15 character string.
>>> This is the key between the list of entries returned to you, and
>>> individual
>>> records retrieved with GetList. You must support field id 1 and the
>>> 15-character key in order to get this to work.
>>>
>>> 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.
>>>
>>> > Hi listers,
>>> >
>>> > I'm trying to implement a custom ARDBCPlugin on the bassis of
>>> ARDBCSample
>>> > code.
>>> > So far I'm able to perform a seach on the entire table.
>>> > The problem is with a paramtrized query.
>>> > I got implemented support for a simle qualification criteria ( LIKE, =)
>>> > Even though the query is constructed properly (eg. SELECT * FROM
>>> tablename
>>> > WHERE login ='username') I have only first record returned (with
>>> Request ID
>>> > = 1) regardless of the value of the login field.
>>> >
>>> > Upon further investigation I found that the getEntry function:
>>> > getEntry(ARPluginContext context, String tableName, List
>>> > fields, long transid, String entryId, int[] fieldIds)
>>> > always gets 1 as a value of entryID parameter.
>>> >
>>> > My questions are:
>>> > Where the value comes from and do I need to implement something to
>>> handle
>>> > correctly returned value of entryId?
>>> > How to get through this problem?
>>> >
>>> > Any help will be greatly appreciated.
>>> >
>>> > Marek
>>> >
>>> >
>>> ___
>>> > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>>> > "Where the Answers Are, and have been for 20 years"
>>> >
>>>
>>>
>>> ___
>>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>>> "Where the Answers Are, and have been for 20 years"
>>>
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
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>

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Re: Need ITMS 7.x Architecture Doc

[Shiv Manakshe]

Hello,
Thanks for the post.

You can download ITSM Architect Guide for 7.0.x Application version from below 
link on BMC Support website.
http://documents.bmc.com/supportu/documents/57/43/65743/65743.pdf

Supportive discussion from BMC Communities can be found on below link with some 
additional inputs.
https://communities.bmc.com/message/136857

Hope this information would be useful to you!

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Re: flashboard not displaying from user tool

[Sandeep Pandey]

Hi,

Forget to mention that we have server group under there are two ars primary
and secondary. And flashboard displaying in primary server in the server
group if I am using either aruser client or either browser client. But in
primary server only in browser its diplaying flashboards not in aruser tool.
-- 
Sandeep Pandey
Remedy Developer

On Mon, Nov 4, 2013 at 10:47 PM, Sandeep Pandey wrote:

> Hi,
>
> In that case another user should not affect rite even some one has clear
> the local cache? I am not sure what is happening?
>
>  --
> Sandeep Pandey
> Remedy Developer
>
>
> On Mon, Nov 4, 2013 at 10:26 PM, Carl Wilson wrote:
>
>> **
>>
>> Hi,
>>
>> Have you tried deleting the User Tool local cache?
>>
>> This can sometimes become corrupted for certain forms/servers or if there
>> is a cached value that has changed, the system my not recognise it and
>> therefore stop rendering.
>>
>>
>> --
>>
>>
>>
>> Kind Regards,
>>
>>
>>
>> *Carl Wilson*
>>
>>
>>
>> http://www.missingpiecessoftware.com/
>>
>>
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] *On Behalf Of *Sandeep Pandey
>> *Sent:* 04 November 2013 16:32
>>
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: flashboard not displaying from user tool
>>
>>
>>
>> **
>>
>> Hi Fred,
>>
>> No. There was no DNS update.
>>
>> And in our test environment its working in both aruser as well as in
>> browser client. our test and prod is in same network.
>>
>>
>> --
>> Sandeep Pandey
>> Remedy Developer
>>
>> On Mon, Nov 4, 2013 at 9:52 PM, Grooms, Frederick W <
>> frederick.w.gro...@xo.com> wrote:
>>
>> **
>>
>> Was there a DNS update on your network?
>>
>>
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] *On Behalf Of *LJ LongWing
>> *Sent:* Monday, November 04, 2013 10:17 AM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: flashboard not displaying from user tool
>>
>>
>>
>> **
>>
>> not that I know of...maybe someone else can chime in :)
>>
>>
>>
>> On Mon, Nov 4, 2013 at 9:14 AM, Sandeep Pandey  wrote:
>>
>> **
>>
>> Hi LJ,
>>
>> Default web path is already set. I rechecked that setting.
>>
>> Is anything else which I need to check and reconfigure may be?
>>
>>
>> --
>> Sandeep Pandey
>> Remedy Developer
>>
>>
>>
>> On Mon, Nov 4, 2013 at 9:06 PM, LJ LongWing  wrote:
>>
>> **
>>
>> I'm talking about the Server Administration console (Remedy Server),
>> Advanced tab, 'Default Web Path' setting.  If I'm not mistaken, that is
>> what's used to render the flashboards for the client.
>>
>>
>>
>> On Mon, Nov 4, 2013 at 8:16 AM, Sandeep Pandey  wrote:
>>
>> **
>>
>> Hi LJ,
>>
>> Are you talking about AR Server information or mid tier config page one
>> settings need to check?
>>
>> I didnt change anything in last few days. Earlier it was working fine in
>> both browser as well as in aruser tool. But since 2-3 days suddenly stopped
>> displaying flashboards in aruser tool but thru browser its showing.
>>
>> Even I puzzled because for both aruser tool and browser may uses same
>> setting for flashboards.
>>
>>
>> --
>> Sandeep Pandey
>> Remedy Developer
>>
>>
>>
>> On Mon, Nov 4, 2013 at 8:25 PM, LJ LongWing  wrote:
>>
>> **
>>
>> Sandeep,
>>
>> Even the user tool uses the Mid-Tier to render flashboards...I believe
>> the Client uses the settings in the server config of the mid-tier url to
>> get to the proper information.  Have those settings been changed?
>>
>>
>>
>> On Sun, Nov 3, 2013 at 11:48 PM, Sandeep Pandey  wrote:
>>
>> **
>>
>> Dear List,
>>
>> I have 2-3 flash-boards which is populating correctly in web browser but
>> its not populating via aruser tool. Even in aruser tool it was displaying
>> few days back but suddenly stopped displaying.
>>
>> Can any body suggest why behaving like this?
>>
>> Envt:
>>
>> 7.6.04 sp4
>>
>> windows 2k8
>>
>>
>> --
>> Sandeep Pandey
>> Remedy Developer
>>
>>
>>
>>
>>
>> _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: 8.1 upgrade

[Munukutla,Ravishankar]

>> I recall a presenter mention that all patches needed be installed before the 
>> upgrade

One can upgrade from 7604 SP2 to 8.1 directly.
I believe the intent was here to communicate to apply the latest Patches 
released on 8.1 (Patches here infer to cumulative hotfixes on top of 8.1).

Some of the features that went into 7604 SP5 may not be available in 8.1 (SP5 
was released later than 8.1 RTM). However yes they would be available in 8.1 
SP1 (Not yet GA'ed)

Regards,
Ravi

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: 05 November 2013 00:06
To: arslist@ARSLIST.ORG
Subject: Re: 8.1 upgrade

**
Who needs documentation when you have wikis that can be updated behind the 
scenes by conflicting groups of BMC staff with no communications to the 
customers?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Monday, November 04, 2013 12:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: 8.1 upgrade

**
It requires more digging on our part unless BMC produces a new compatibility 
matrix that includes the SP that have new functionality.
-Original Message-
From: Rick Cook mailto:remedyr...@gmail.com>>
To: arslist mailto:arslist@ARSLIST.ORG>>
Sent: Mon, Nov 4, 2013 1:15 pm
Subject: Re: 8.1 upgrade
**
We thought that when we saw that statement, too, Roger.  After digging into it, 
7.6.04 P5 contains the same upgrades in parallel with 8.1 P1.  So we can 
upgrade from 7.6.04 P5 to 8.1 P1.
Rick
On Nov 4, 2013 10:10 AM, "Roger Justice" 
mailto:rjust2...@aol.com>> wrote:
**
There has also been a statement concerning 7.6.04 SP5 having functionality not 
presently in 8.1 that limits the ability to go from 7.6.04 SP5 to 8.1. More 
monkey wrenches are being added to dictate what versions are upgradable and 
when.
-Original Message-
From: LJ LongWing mailto:lj.longw...@gmail.com>>
To: arslist mailto:arslist@ARSLIST.ORG>>
Sent: Mon, Nov 4, 2013 12:37 pm
Subject: Re: 8.1 upgrade
**
Saji,
'All Patches' is a REALLY vague thing at this moment...are they talking about 
all Server Patches, Application Patchesand one question that I find 
questionable about that statementI went from 7.5 directly to 8.1...so I'm 
not entirely sure how ANY patch in the 7.6 area affects it.

on the other hand, I'm sure that they need a 'starting point' for the 
application upgrade...so, that may be the 'need', that they utilized the latest 
service pack as the upgrade path...but then you need to ask the question, what 
was the latest at the time the 8.1 installer was released...was it SP4, or SP5?

On Mon, Nov 4, 2013 at 10:29 AM, Saji Philip 
mailto:sphili...@gmail.com>> wrote:
**
I was at the RUG last month and in one of the upgrade sessions I recall a 
presenter mention that all patches needed be installed before the upgrade.
We are on 7.6.04 sp2.  Is it best practice to go ahead and install the patches 
to sp5 (I believe) before the upgrade? Or just upgrade?
_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_
Private and confidential as detailed 
here. If you cannot access 
hyperlink, please e-mail sender.
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Information regarding General Access

[shashidhar M S]

Hello Experts,

I would like to know the importance of General Access in the user form. What 
happens if the general access is removed from a support staff profile?

Thanks,

Shashidhar

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Re: ARDBCPlugin and getEntry function call

[Marek B.]

Thanks for your explanation
Still need some clarifications.
My assumption is that RequestId equals to an identity column on a remote
table.

If the user searches for the login "username", and the "username" is the
record with Request ID e.g. 100
the qualification evolves to a query :
select * from table where login = 'username'
or
select * from table where login like '%username%'
(depends how the search is performed)

but the getEntry function still gets 1 as an entryId.

So my question is how can I control what is being passed to the function as
an entryId.



2013/11/5 Jarl Grøneng 

> **
> Hi
>
> From the C API documentation:
>
> Unique identifier for the entry to retrieve. It must correspond to a value
> in the external data source and must be unique, non-NULL, and either
> character or numeric data. For an external data source, the entry ID can
> have more than 15 characters. Therefore, the entry ID can consist of one or
> more values of type AREntryIdType and is represented by the AREntryIdList
> structure.
>
> --
> J
>
>
> 2013/11/4 Misi Mladoniczky 
>
>> Hi,
>>
>> Field ID 1 has special meaning to Remedy. It is a max 15 character string.
>> This is the key between the list of entries returned to you, and
>> individual
>> records retrieved with GetList. You must support field id 1 and the
>> 15-character key in order to get this to work.
>>
>> 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.
>>
>> > Hi listers,
>> >
>> > I'm trying to implement a custom ARDBCPlugin on the bassis of
>> ARDBCSample
>> > code.
>> > So far I'm able to perform a seach on the entire table.
>> > The problem is with a paramtrized query.
>> > I got implemented support for a simle qualification criteria ( LIKE, =)
>> > Even though the query is constructed properly (eg. SELECT * FROM
>> tablename
>> > WHERE login ='username') I have only first record returned (with
>> Request ID
>> > = 1) regardless of the value of the login field.
>> >
>> > Upon further investigation I found that the getEntry function:
>> > getEntry(ARPluginContext context, String tableName, List
>> > fields, long transid, String entryId, int[] fieldIds)
>> > always gets 1 as a value of entryID parameter.
>> >
>> > My questions are:
>> > Where the value comes from and do I need to implement something to
>> handle
>> > correctly returned value of entryId?
>> > How to get through this problem?
>> >
>> > Any help will be greatly appreciated.
>> >
>> > Marek
>> >
>> >
>> ___
>> > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> > "Where the Answers Are, and have been for 20 years"
>> >
>>
>>
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> "Where the Answers Are, and have been for 20 years"
>>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Problems with Conditions of Join Form after Upgrade to Remedy 7.6

[team.rem...@libero.it]

Hi all,

we made the upgrade from the version 7.1 to the version 7.6.0.4 SP5 of Remedy.

We work in Best Practice Customization and we have serious problems with a 
Join Form, because we can't modify

the Join Information of the Join Form.

It is not allowed to swap between the Forms or modify the Join Condition that 
is what we need..

We want modify the Join Condition adding a condition about a Custom Field but 
the system does not allow to do this modify.

Can anyone suggest us  how modify the Join Condition in the Best Practice 
Customization Mode?

Thanks in advance.

Salvo 

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Re: Remedy Portal disable

[Jarl Grøneng]

Create a new record in the form AR System Message Catalog.

Message Type: 0
Message Identifier: 394:
Message Text: 


2013/11/4 Sri teja 

> Hi Guys,
>
> Can you please suggest me a way to disable Remedy portal, i mean when user
> try to login to portal show them a custom error message. For this i use to
> go to form 'AR system adminstration:server information' and use to check
> mark the 'Admin only mode' but here i can't display my own custom error
> message.
>
> Now i want to restrict the users not to login to portal by displaying my
> own custom error message.
>
> Thanks.
>
>
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>

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