Re: Need help about IVR integration
Hello Ali, We are using Remedy ARS server 7.5 patch 8 and ITSM 7.6 patch 001. But i do not have answer for your rest of the questions. With Regards, Amit B. On Mon, Dec 2, 2013 at 1:56 PM, Ali A. Musa amus...@stc.com.sa wrote: ** I made intergation between RMEDY-6 and IVR using C-API then JAVA-API from IVR and interfacing with webservioce at REMEDY, hence there a list of questions 1- What REMEDY version you are workin with 2- Does AVYA allow API calls, ANSI-C or java to read he translation and make the necessary workflow 2- Does AVAY support web-service integration (i.e. web-based application, run under web-server, ) -- *From:* Action Request System discussion list(ARSList) [ arslist@ARSLIST.ORG] on behalf of Remedy consultant [raccons...@gmail.com] *Sent:* Monday, December 02, 2013 4:42 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Need help about IVR integration ** Hello , Thnak you for your reply. Here my customer is looking for Integrating IM module with IVR using avaya. here is the thing we are looking for: 1) Customer calls help desk and he would hear the message like please enter your ID followed by # sign. 2) as soon as it is done ,system would show pop up window which will contain customer ID as well as other details like language and location related to customer.ideally system whould extract it based on ID. 3) then Agent would insert text related to an issue and he would press save button present on pop up window. 4) then Incident should get created. As per my understanding in this case every agent should have Avaya agent installed on his/her machine. Please correct me if i am wrong. I need help to understand what are the task which needs to be done from Remedy side and from avaya side. Kindly waiting for your reply. With Regards, Amit B. On Thu, Nov 21, 2013 at 9:44 AM, Grooms, Frederick W frederick.w.gro...@xo.com wrote: ** What type of integration are you asking for? Examples When a call comes in and is answered by a rep are you looking to “pop” the screen of the rep with the caller’s information? After the call is complete do you wish to add data to the ticket about call timing? Do you want the ability for a user in ITSM to have the IVR system make the call for them (ARS triggering the user’s phone to dial the number)? *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant *Sent:* Thursday, November 21, 2013 6:12 AM *To:* arslist@ARSLIST.ORG *Subject:* Need help about IVR integration ** Hello All, We are working on requirement about integrating IVR with ITSM . Does anybody has any document which could be helpfull for us during the implementation ? As per my understanding Avaya has it's own API which can push data into either staging form or Hpd:help Deks form ? Please correct me if i am wrong. Regards, Amit B. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ The information in this email may contain confidential material and it is intended solely for the addresses. Access to this email by anyone else is unauthorized. If you are not the intended recipient, please delete the email and destroy any copies of it, any disclosure, copying, distribution is prohibited and may be considered unlawful. Contents of this email and any attachments may be altered, Statement and opinions expressed in this email are those of the sender, and do not necessarily reflect those of Saudi Telecommunications Company (STC). _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Need help about IVR integration
The solution 1. Create a web-service ate the AR-System 2. Using Java you can update the AR-System and your IVR if there Java-API From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy consultant Sent: Tuesday, December 03, 2013 12:53 PM To: arslist@ARSLIST.ORG Subject: Re: Need help about IVR integration ** Hello Ali, We are using Remedy ARS server 7.5 patch 8 and ITSM 7.6 patch 001. But i do not have answer for your rest of the questions. With Regards, Amit B. On Mon, Dec 2, 2013 at 1:56 PM, Ali A. Musa amus...@stc.com.samailto:amus...@stc.com.sa wrote: ** I made intergation between RMEDY-6 and IVR using C-API then JAVA-API from IVR and interfacing with webservioce at REMEDY, hence there a list of questions 1- What REMEDY version you are workin with 2- Does AVYA allow API calls, ANSI-C or java to read he translation and make the necessary workflow 2- Does AVAY support web-service integration (i.e. web-based application, run under web-server, ) From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] on behalf of Remedy consultant [raccons...@gmail.commailto:raccons...@gmail.com] Sent: Monday, December 02, 2013 4:42 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Need help about IVR integration ** Hello , Thnak you for your reply. Here my customer is looking for Integrating IM module with IVR using avaya. here is the thing we are looking for: 1) Customer calls help desk and he would hear the message like please enter your ID followed by # sign. 2) as soon as it is done ,system would show pop up window which will contain customer ID as well as other details like language and location related to customer.ideally system whould extract it based on ID. 3) then Agent would insert text related to an issue and he would press save button present on pop up window. 4) then Incident should get created. As per my understanding in this case every agent should have Avaya agent installed on his/her machine. Please correct me if i am wrong. I need help to understand what are the task which needs to be done from Remedy side and from avaya side. Kindly waiting for your reply. With Regards, Amit B. On Thu, Nov 21, 2013 at 9:44 AM, Grooms, Frederick W frederick.w.gro...@xo.commailto:frederick.w.gro...@xo.com wrote: ** What type of integration are you asking for? Examples When a call comes in and is answered by a rep are you looking to pop the screen of the rep with the caller's information? After the call is complete do you wish to add data to the ticket about call timing? Do you want the ability for a user in ITSM to have the IVR system make the call for them (ARS triggering the user's phone to dial the number)? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Remedy consultant Sent: Thursday, November 21, 2013 6:12 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Need help about IVR integration ** Hello All, We are working on requirement about integrating IVR with ITSM . Does anybody has any document which could be helpfull for us during the implementation ? As per my understanding Avaya has it's own API which can push data into either staging form or Hpd:help Deks form ? Please correct me if i am wrong. Regards, Amit B. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ The information in this email may contain confidential material and it is intended solely for the addresses. Access to this email by anyone else is unauthorized. If you are not the intended recipient, please delete the email and destroy any copies of it, any disclosure, copying, distribution is prohibited and may be considered unlawful. Contents of this email and any attachments may be altered, Statement and opinions expressed in this email are those of the sender, and do not necessarily reflect those of Saudi Telecommunications Company (STC). _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ The information in this email may contain confidential material and it is intended solely for the addresses. Access to this email by anyone else is unauthorized. If you are not the intended recipient, please delete the email and destroy any copies of it, any disclosure, copying, distribution is prohibited and may be considered unlawful. Contents of this email and any attachments may be altered, Statement and opinions expressed in this email are those of the sender, and do not necessarily reflect those of Saudi Telecommunications Company (STC). ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are,
Developer Studio 7.5 and ARS 7.5
Good morning, I am trying to use Developer Studio 8.1 against my 7.5 AR System on a Windows box with an Oracle 11g database. I can login and open items but when I make changes “Save” is never enabled. What's up with this? Rebecca -- Rebecca Boyd Application Administrator Wake Forest University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Developer Studio 8.1 and ARS 7.5
Oops - my subject line wasn't right...sigh... On Tue, Dec 3, 2013 at 8:21 AM, Boyd, Rebecca boy...@wfu.edu wrote: Good morning, I am trying to use Developer Studio 8.1 against my 7.5 AR System on a Windows box with an Oracle 11g database. I can login and open items but when I make changes “Save” is never enabled. What's up with this? Rebecca -- Rebecca Boyd Application Administrator Wake Forest University -- Rebecca Boyd Application Administrator Wake Forest University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Developer Studio 8.1 and ARS 7.5
Rebecca, you are probably in Best Practice Mode which means you need to create an Overlay of the item prior to editing it. On Tue, Dec 3, 2013 at 8:35 AM, Boyd, Rebecca boy...@wfu.edu wrote: ** Oops - my subject line wasn't right...sigh... On Tue, Dec 3, 2013 at 8:21 AM, Boyd, Rebecca boy...@wfu.edu wrote: Good morning, I am trying to use Developer Studio 8.1 against my 7.5 AR System on a Windows box with an Oracle 11g database. I can login and open items but when I make changes “Save” is never enabled. What's up with this? Rebecca -- Rebecca Boyd Application Administrator Wake Forest University -- Rebecca Boyd Application Administrator Wake Forest University _ARSlist: Where the Answers Are and have been for 20 years_ -- Warren R. Baltimore II Remedy Developer 410-533-5367 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Developer Studio 8.1 and ARS 7.5
Are you in bar development mode? This will be required to modify code on a non overlay aware server On Dec 3, 2013 6:35 AM, Boyd, Rebecca boy...@wfu.edu wrote: ** Oops - my subject line wasn't right...sigh... On Tue, Dec 3, 2013 at 8:21 AM, Boyd, Rebecca boy...@wfu.edu wrote: Good morning, I am trying to use Developer Studio 8.1 against my 7.5 AR System on a Windows box with an Oracle 11g database. I can login and open items but when I make changes “Save” is never enabled. What's up with this? Rebecca -- Rebecca Boyd Application Administrator Wake Forest University -- Rebecca Boyd Application Administrator Wake Forest University _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Developer Studio 8.1 and ARS 7.5
Oh yeah...think I'll go get another cup of coffee before I do anything else. Thanks guys! On Tue, Dec 3, 2013 at 9:00 AM, LJ LongWing lj.longw...@gmail.com wrote: ** Are you in bar development mode? This will be required to modify code on a non overlay aware server On Dec 3, 2013 6:35 AM, Boyd, Rebecca boy...@wfu.edu wrote: ** Oops - my subject line wasn't right...sigh... On Tue, Dec 3, 2013 at 8:21 AM, Boyd, Rebecca boy...@wfu.edu wrote: Good morning, I am trying to use Developer Studio 8.1 against my 7.5 AR System on a Windows box with an Oracle 11g database. I can login and open items but when I make changes “Save” is never enabled. What's up with this? Rebecca -- Rebecca Boyd Application Administrator Wake Forest University -- Rebecca Boyd Application Administrator Wake Forest University _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ -- Rebecca Boyd Application Administrator Wake Forest University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Developer Studio 8.1 and ARS 7.5
Bar development mode is where I do my best work though. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Tuesday, December 03, 2013 8:00 AM To: arslist@ARSLIST.ORG Subject: Re: Developer Studio 8.1 and ARS 7.5 ** Are you in bar development mode? This will be required to modify code on a non overlay aware server On Dec 3, 2013 6:35 AM, Boyd, Rebecca boy...@wfu.edumailto:boy...@wfu.edu wrote: ** Oops - my subject line wasn't right...sigh... On Tue, Dec 3, 2013 at 8:21 AM, Boyd, Rebecca boy...@wfu.edumailto:boy...@wfu.edu wrote: Good morning, I am trying to use Developer Studio 8.1 against my 7.5 AR System on a Windows box with an Oracle 11g database. I can login and open items but when I make changes Save is never enabled. What's up with this? Rebecca -- Rebecca Boyd Application Administrator Wake Forest University -- Rebecca Boyd Application Administrator Wake Forest University _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Developer Studio 8.1 and ARS 7.5
Best practice - use the same version Dev Studio tool as your ARS server version. On Tue, Dec 3, 2013 at 8:15 AM, Tommy Morris tommy.mor...@radioshack.comwrote: ** Bar development mode is where I do my best work though. *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *LJ LongWing *Sent:* Tuesday, December 03, 2013 8:00 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Developer Studio 8.1 and ARS 7.5 ** Are you in bar development mode? This will be required to modify code on a non overlay aware server On Dec 3, 2013 6:35 AM, Boyd, Rebecca boy...@wfu.edu wrote: ** Oops - my subject line wasn't right...sigh... On Tue, Dec 3, 2013 at 8:21 AM, Boyd, Rebecca boy...@wfu.edu wrote: Good morning, I am trying to use Developer Studio 8.1 against my 7.5 AR System on a Windows box with an Oracle 11g database. I can login and open items but when I make changes “Save” is never enabled. What's up with this? Rebecca -- Rebecca Boyd Application Administrator Wake Forest University -- Rebecca Boyd Application Administrator Wake Forest University _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_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Using a nonexistent field in a run if
Again, I am trying to be lazy and not do the research myself to figure out what happens, but what if I use a qualification of : Field != non-existent field Would this fire every time? Never? Or sometimes? My instincts tell me that in this case it would fire everytime, but I am looking for some consensus. Thanks. Brian Goralczyk ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Using a nonexistent field in a run if
Hi, You will not be able to save it in DevStudio on the main form of the workflow object. If you have shared workflow, and the field does not exist on some forms, I think the value of the field will be treated as NULL. 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. Again, I am trying to be lazy and not do the research myself to figure out what happens, but what if I use a qualification of : Field != non-existent field Would this fire every time? Never? Or sometimes? My instincts tell me that in this case it would fire everytime, but I am looking for some consensus. Thanks. Brian Goralczyk ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Using a nonexistent field in a run if
Pretty sure you'll get an error trying to save it in dev studio. Not sure about old admin tool! Sent from my iPhone On Dec 3, 2013, at 10:38 AM, Brian Goralczyk bgoralczyk.w...@gmail.com wrote: ** Again, I am trying to be lazy and not do the research myself to figure out what happens, but what if I use a qualification of : Field != non-existent field Would this fire every time? Never? Or sometimes? My instincts tell me that in this case it would fire everytime, but I am looking for some consensus. Thanks. Brian Goralczyk _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Process designer + ars 8.1 sp 2
Hi everyone, I wanted to check out the new process designer stuff, so I installed 8.1. I noticed that there were several service packs out for arsystem and the various itsm modules so I (perhaps foolishly) went ahead and installed those before I went ahead with trying to install process designer. PDICT 8.3.3 now throws this error trying to install: The Remedy version 8.1.00.002 is not supported. The integration cannot be completed on this server. Unless I'm blind, there don't appear to be any patches for process designer. Anyone else out there seeing this? It took upwards of 3 straight days to get 8.1 + all the latest service packs installed on my puny dev VM. Do I REALLY have to rollback to SP0 to install process designer (then presumably reapply the service packs). Maybe I'm lucky and this error is bogus and there is some way to bypass it? -Andy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Process designer + ars 8.1 sp 2
From what I've seen, I would stay away from Process Designer. It's a cool concept but nowhere near Production-ready on 7.6 or 8.x. We've had several issues caused by it (it wreaks havoc on the Task Management forms) that required small manual fixes simply after installing it. I encountered some other issues in trying to build workflow that I can't recall right now because it's been several months, but I think for the most part you'd be safer doing customizations to ITSM within ARS. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew Hicox Sent: Tuesday, December 03, 2013 9:50 AM To: arslist@ARSLIST.ORG Subject: Process designer + ars 8.1 sp 2 ** Hi everyone, I wanted to check out the new process designer stuff, so I installed 8.1. I noticed that there were several service packs out for arsystem and the various itsm modules so I (perhaps foolishly) went ahead and installed those before I went ahead with trying to install process designer. PDICT 8.3.3 now throws this error trying to install: The Remedy version 8.1.00.002 is not supported. The integration cannot be completed on this server. Unless I'm blind, there don't appear to be any patches for process designer. Anyone else out there seeing this? It took upwards of 3 straight days to get 8.1 + all the latest service packs installed on my puny dev VM. Do I REALLY have to rollback to SP0 to install process designer (then presumably reapply the service packs). Maybe I'm lucky and this error is bogus and there is some way to bypass it? -Andy _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Using a nonexistent field in a run if
Hi, Definitely an error in the old admin tool. Best Regards - Misi, RRR AB, http://rrr.se Pretty sure you'll get an error trying to save it in dev studio. Not sure about old admin tool! Sent from my iPhone On Dec 3, 2013, at 10:38 AM, Brian Goralczyk bgoralczyk.w...@gmail.com wrote: ** Again, I am trying to be lazy and not do the research myself to figure out what happens, but what if I use a qualification of : Field != non-existent field Would this fire every time? Never? Or sometimes? My instincts tell me that in this case it would fire everytime, but I am looking for some consensus. Thanks. Brian Goralczyk _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Using a nonexistent field in a run if
Well it is coming from the system so it was saved. Certainly this can happen if you created the workflow and then deleted the field. I believe it will be recognized as NULL as well and can be looked at that way to see if it will be used or how it will be used. But I was worried that there might be some strange twist to it. It wouldn't be the first time in my experiences that things didn't act the way I expected. Thanks, Brian Goralczyk On Tue, Dec 3, 2013 at 10:01 AM, Misi Mladoniczky m...@rrr.se wrote: Hi, Definitely an error in the old admin tool. Best Regards - Misi, RRR AB, http://rrr.se Pretty sure you'll get an error trying to save it in dev studio. Not sure about old admin tool! Sent from my iPhone On Dec 3, 2013, at 10:38 AM, Brian Goralczyk bgoralczyk.w...@gmail.com wrote: ** Again, I am trying to be lazy and not do the research myself to figure out what happens, but what if I use a qualification of : Field != non-existent field Would this fire every time? Never? Or sometimes? My instincts tell me that in this case it would fire everytime, but I am looking for some consensus. Thanks. Brian Goralczyk _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Using a nonexistent field in a run if
I thought it would be false every time. I haven't tried it for a while however I remember a time when started getting report of an odd behavior. Turns out we broke some workflow/feature years prior by deleting a field, then created a new field using that same ID and the old workflow started to fire again. Should be easy enough to test by creating a field on a test form, some workflow that references it, then delete the field and see if the workflow still fires. Jason On Tue, Dec 3, 2013 at 8:10 AM, Brian Goralczyk bgoralczyk.w...@gmail.comwrote: ** Well it is coming from the system so it was saved. Certainly this can happen if you created the workflow and then deleted the field. I believe it will be recognized as NULL as well and can be looked at that way to see if it will be used or how it will be used. But I was worried that there might be some strange twist to it. It wouldn't be the first time in my experiences that things didn't act the way I expected. Thanks, Brian Goralczyk On Tue, Dec 3, 2013 at 10:01 AM, Misi Mladoniczky m...@rrr.se wrote: Hi, Definitely an error in the old admin tool. Best Regards - Misi, RRR AB, http://rrr.se Pretty sure you'll get an error trying to save it in dev studio. Not sure about old admin tool! Sent from my iPhone On Dec 3, 2013, at 10:38 AM, Brian Goralczyk bgoralczyk.w...@gmail.com wrote: ** Again, I am trying to be lazy and not do the research myself to figure out what happens, but what if I use a qualification of : Field != non-existent field Would this fire every time? Never? Or sometimes? My instincts tell me that in this case it would fire everytime, but I am looking for some consensus. Thanks. Brian Goralczyk _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Process designer + ars 8.1 sp 2
I agree. We were excited because it was going to help us avoid building an AIF in one case and be pretty darn useful in many others. Turns out it was more pain then it was worth. We found a working as designed oversight that makes it pretty useless when trying to use for an SRM processes. I am sure if you work with it in just the right context it works great but that context seems a bit narrow and as Andrew noted Process Designer doesn't appear to be getting any update love. As far as I can tell PD is heading for the scrap pile (BMC please let me know if this is incorrect). Jason On Tue, Dec 3, 2013 at 7:55 AM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** From what I’ve seen, I would stay away from Process Designer. It’s a cool concept but nowhere near Production-ready on 7.6 or 8.x. We’ve had several issues caused by it (it wreaks havoc on the Task Management forms) that required small manual fixes simply after installing it. I encountered some other issues in trying to build workflow that I can’t recall right now because it’s been several months, but I think for the most part you’d be safer doing customizations to ITSM within ARS. Thanks, *Shawn Pierson * Remedy Developer | Energy Transfer *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Andrew Hicox *Sent:* Tuesday, December 03, 2013 9:50 AM *To:* arslist@ARSLIST.ORG *Subject:* Process designer + ars 8.1 sp 2 ** Hi everyone, I wanted to check out the new process designer stuff, so I installed 8.1. I noticed that there were several service packs out for arsystem and the various itsm modules so I (perhaps foolishly) went ahead and installed those before I went ahead with trying to install process designer. PDICT 8.3.3 now throws this error trying to install: The Remedy version 8.1.00.002 is not supported. The integration cannot be completed on this server. Unless I'm blind, there don't appear to be any patches for process designer. Anyone else out there seeing this? It took upwards of 3 straight days to get 8.1 + all the latest service packs installed on my puny dev VM. Do I REALLY have to rollback to SP0 to install process designer (then presumably reapply the service packs). Maybe I'm lucky and this error is bogus and there is some way to bypass it? -Andy _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Developer Studio 8.1 and ARS 7.5
Here here! On Tue, Dec 3, 2013 at 6:15 AM, Tommy Morris tommy.mor...@radioshack.comwrote: ** Bar development mode is where I do my best work though. *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *LJ LongWing *Sent:* Tuesday, December 03, 2013 8:00 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Developer Studio 8.1 and ARS 7.5 ** Are you in bar development mode? This will be required to modify code on a non overlay aware server On Dec 3, 2013 6:35 AM, Boyd, Rebecca boy...@wfu.edu wrote: ** Oops - my subject line wasn't right...sigh... On Tue, Dec 3, 2013 at 8:21 AM, Boyd, Rebecca boy...@wfu.edu wrote: Good morning, I am trying to use Developer Studio 8.1 against my 7.5 AR System on a Windows box with an Oracle 11g database. I can login and open items but when I make changes “Save” is never enabled. What's up with this? Rebecca -- Rebecca Boyd Application Administrator Wake Forest University -- Rebecca Boyd Application Administrator Wake Forest University _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_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Developer Studio 8.1 and ARS 7.5
But some of us like to live on the wild side :) On Tue, Dec 3, 2013 at 7:08 AM, Susan Palmer suzanpal...@gmail.com wrote: ** Best practice - use the same version Dev Studio tool as your ARS server version. On Tue, Dec 3, 2013 at 8:15 AM, Tommy Morris tommy.mor...@radioshack.comwrote: ** Bar development mode is where I do my best work though. *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *LJ LongWing *Sent:* Tuesday, December 03, 2013 8:00 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Developer Studio 8.1 and ARS 7.5 ** Are you in bar development mode? This will be required to modify code on a non overlay aware server On Dec 3, 2013 6:35 AM, Boyd, Rebecca boy...@wfu.edu wrote: ** Oops - my subject line wasn't right...sigh... On Tue, Dec 3, 2013 at 8:21 AM, Boyd, Rebecca boy...@wfu.edu wrote: Good morning, I am trying to use Developer Studio 8.1 against my 7.5 AR System on a Windows box with an Oracle 11g database. I can login and open items but when I make changes “Save” is never enabled. What's up with this? Rebecca -- Rebecca Boyd Application Administrator Wake Forest University -- Rebecca Boyd Application Administrator Wake Forest University _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_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: [EXTERNAL] Re: OT: ServiceNow
Natalie, Its sounds like you've been through this before on several occasions. Are you married to an unscrupulous and immoral salesman? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K Sent: Monday, December 02, 2013 5:58 PM To: arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] Re: OT: ServiceNow ** Jesus: I think you would do well to do some more thinking on this idea before you do that. Do you know anything at all about this guy's wife? After all, the fact that the husband may be a bit of a jerk doesn't necessarily mean that she is as well. I know some very sweet-tempered women who let their hearts lead when they picked their mate, and it wasn't a terribly good choice, and they are just trying to do the best they can with the choice they made. On the other hand, the wife might be a real nightmare with a terrible temper from having to live with her pushy and obnoxious bozo of a husband and she might slap you across the face as hard as she can or throw her drink in your face for your cheekiness! ;) I know I am at a stage where I have been forced to endure entirely too much distasteful behavior from men and I'm a lot less tolerant than I used to be of what I consider to be men behaving badly, although I recognize that sometimes you have to leave males to work things out in their own way. If it were my first time meeting you and you did this to me, I most likely wouldn't say anything, but I would be feeling really uncomfortable, and assuming that I didn't know my husband to be prone to murdering those he didn't like, I would probably get up and go into the other room. You would have made a very poor first impression on me, and while it would not be impossible to turn things around, you would have to work a lot harder than most new acquaintances to overcome that initial bad impression, even if you found a way to slip me an explanation for your behavior. While I can understand wanting to make a point, particularly to someone who has made themselves obnoxious, I definitely would NOT appreciate being used for such a purpose and in such a threatening way by a stranger. The only sort of person I *might* put up with something like that from would be someone who was a life-long friend of my husband - someone who might not agree with everything he said or did and wasn't above the occasional object lesson to make a point, but who at least had a demonstrated track record for caring about the guy, warts and all. Also, this guy would be familiar enough to me from his long acquaintance with my husband that I would hopefully recognize that Oh, he's just in 'object lesson mode' and I would know not to take such potentially explosive words too seriously. With a stranger, I'd have no context for understanding what is motivating the words being said, so I'd have to assume that there is a genuine threat. Then the question becomes, as the wife of this man you don't like, who am I? If I am just a stay-at-home mom, you might be tempted to think, 'What a woman like that thinks doesn't matter', but what if there's some crazy connection between us that you aren't aware of? Maybe our kids go the same school and are both in the same school band, and I'm a band mom. If I figure out that your kid is the kid of that guy I met at that party who talked so offensively to me, then you are put into a position of having to trust me not to either inconvenience or even downright harm your kid because I didn't like how you chose to conduct yourself around me. Do you know me well enough to be confident trusting my sense of honor and decency that even though I thought *you* behaved like a complete jerk, I'm willing to give *your kid* a completely clean slate? Or what if I'm a board member for a company you really want to do some work for? You've now shown the depths that you'll sink to in order to make your point, and if you come looking to do business with my company, do you honestly think you're going to get my vote after having propositioned me so indecently? Sometimes these ideas can seem really fun, and they are certainly quite interesting to consider, but I also think that they can have some brutal unintended consequences. And I advise thinking long and hard about those potential unintended consequences before you let yourself go there. I'll close with a quote that has made me pause and reflect on many occasions: It is better to remain silent and be thought a fool than to open one's mouth and remove all doubt. The source of this quote is not known for certain, but it is attributed, variously, to Mark Twain, Abraham Lincoln, the Book of Proverbs in the Bible, Maurice Switzer, Arthur Burns, John Maynard Keynes, Confucius, and Anonymous. Regardless of who said it, it remains good advice in my books. Good luck to you (and may you be wise enough to not scare off good luck when it comes sniffing your
Re: Need help about IVR integration
Hello Ali, Sorry for asking too many questions. 2. Using Java you can update the AR-System and your IVR if there Java-API Comment: correct me if i am wrong , don't we need to have Avaya client installed on all Agents machine? Ideally Avaya API should get trigger when user calls User service desk. Please correct me if i am wrong. Regards, Amit B. On Tue, Dec 3, 2013 at 6:10 AM, Ali A. Musa amus...@stc.com.sa wrote: ** The solution 1. Create a web-service ate the AR-System 2. Using Java you can update the AR-System and your IVR if there Java-API *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant *Sent:* Tuesday, December 03, 2013 12:53 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Need help about IVR integration ** Hello Ali, We are using Remedy ARS server 7.5 patch 8 and ITSM 7.6 patch 001. But i do not have answer for your rest of the questions. With Regards, Amit B. On Mon, Dec 2, 2013 at 1:56 PM, Ali A. Musa amus...@stc.com.sa wrote: ** I made intergation between RMEDY-6 and IVR using C-API then JAVA-API from IVR and interfacing with webservioce at REMEDY, hence there a list of questions 1- What REMEDY version you are workin with 2- Does AVYA allow API calls, ANSI-C or java to read he translation and make the necessary workflow 2- Does AVAY support web-service integration (i.e. web-based application, run under web-server, ) -- *From:* Action Request System discussion list(ARSList) [ arslist@ARSLIST.ORG] on behalf of Remedy consultant [raccons...@gmail.com] *Sent:* Monday, December 02, 2013 4:42 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Need help about IVR integration ** Hello , Thnak you for your reply. Here my customer is looking for Integrating IM module with IVR using avaya. here is the thing we are looking for: 1) Customer calls help desk and he would hear the message like please enter your ID followed by # sign. 2) as soon as it is done ,system would show pop up window which will contain customer ID as well as other details like language and location related to customer.ideally system whould extract it based on ID. 3) then Agent would insert text related to an issue and he would press save button present on pop up window. 4) then Incident should get created. As per my understanding in this case every agent should have Avaya agent installed on his/her machine. Please correct me if i am wrong. I need help to understand what are the task which needs to be done from Remedy side and from avaya side. Kindly waiting for your reply. With Regards, Amit B. On Thu, Nov 21, 2013 at 9:44 AM, Grooms, Frederick W frederick.w.gro...@xo.com wrote: ** What type of integration are you asking for? Examples When a call comes in and is answered by a rep are you looking to “pop” the screen of the rep with the caller’s information? After the call is complete do you wish to add data to the ticket about call timing? Do you want the ability for a user in ITSM to have the IVR system make the call for them (ARS triggering the user’s phone to dial the number)? *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant *Sent:* Thursday, November 21, 2013 6:12 AM *To:* arslist@ARSLIST.ORG *Subject:* Need help about IVR integration ** Hello All, We are working on requirement about integrating IVR with ITSM . Does anybody has any document which could be helpfull for us during the implementation ? As per my understanding Avaya has it's own API which can push data into either staging form or Hpd:help Deks form ? Please correct me if i am wrong. Regards, Amit B. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ The information in this email may contain confidential material and it is intended solely for the addresses. Access to this email by anyone else is unauthorized. If you are not the intended recipient, please delete the email and destroy any copies of it, any disclosure, copying, distribution is prohibited and may be considered unlawful. Contents of this email and any attachments may be altered, Statement and opinions expressed in this email are those of the sender, and do not necessarily reflect those of Saudi Telecommunications Company (STC). _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ The information in this email may contain confidential material and it is intended solely for the addresses. Access to this email by anyone else is unauthorized. If you are not the intended recipient, please delete the email and destroy any copies of it, any disclosure, copying, distribution is prohibited
Re: Process designer + ars 8.1 sp 2
Sadly, I'm pretty sure all the developers acquired from Abydos were subsequently let go from BMC. If there is any dev work going on, it's probably painfully slow. It's a shame as I put a lot of time and effort in working with the Abydos guys who were awesome to improve the product before it got acquired. Sent from my iPhone On Dec 3, 2013, at 11:46 AM, Jason Miller jason.mil...@gmail.com wrote: ** I agree. We were excited because it was going to help us avoid building an AIF in one case and be pretty darn useful in many others. Turns out it was more pain then it was worth. We found a working as designed oversight that makes it pretty useless when trying to use for an SRM processes. I am sure if you work with it in just the right context it works great but that context seems a bit narrow and as Andrew noted Process Designer doesn't appear to be getting any update love. As far as I can tell PD is heading for the scrap pile (BMC please let me know if this is incorrect). Jason On Tue, Dec 3, 2013 at 7:55 AM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** From what I’ve seen, I would stay away from Process Designer. It’s a cool concept but nowhere near Production-ready on 7.6 or 8.x. We’ve had several issues caused by it (it wreaks havoc on the Task Management forms) that required small manual fixes simply after installing it. I encountered some other issues in trying to build workflow that I can’t recall right now because it’s been several months, but I think for the most part you’d be safer doing customizations to ITSM within ARS. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew Hicox Sent: Tuesday, December 03, 2013 9:50 AM To: arslist@ARSLIST.ORG Subject: Process designer + ars 8.1 sp 2 ** Hi everyone, I wanted to check out the new process designer stuff, so I installed 8.1. I noticed that there were several service packs out for arsystem and the various itsm modules so I (perhaps foolishly) went ahead and installed those before I went ahead with trying to install process designer. PDICT 8.3.3 now throws this error trying to install: The Remedy version 8.1.00.002 is not supported. The integration cannot be completed on this server. Unless I'm blind, there don't appear to be any patches for process designer. Anyone else out there seeing this? It took upwards of 3 straight days to get 8.1 + all the latest service packs installed on my puny dev VM. Do I REALLY have to rollback to SP0 to install process designer (then presumably reapply the service packs). Maybe I'm lucky and this error is bogus and there is some way to bypass it? -Andy _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. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Need help about IVR integration
By looking at your description I am seeing mostly Remedy workflow here. You need Avaya to open a form with some context and from there it is Remedy workflow to query customer info and start a ticket getting it ready to submit. Can Avaya open a URL with variable parameters on a support agent's desktop? We did this with Cisco CallManager. CallManager prompts the user if they have a ticket number and when the call is routed the Cisco agent on the Service Desk rep's desk opens a browser window using a URL we designed to open a dialog window and get info about the customer's Incident. We could have easily automatically looked up a user's info by their extension even if they don't enter a ticket number but a large majority of our customers do not have a dedicated line so we decided it wan't worth pursuing. Hmmm. Re-reading your description I guess there could be a desire to create a ticket before the call is even routed. In that case what I described doesn't work and api or web services is the way to go. Then you will have an issue getting the ticket to automatically show up on the support agent's screen. This is where the Ides Use Push Technology for creating real-time Remedy Applicationshttps://communities.bmc.com/ideas/3406would be very useful. Jason On Tue, Dec 3, 2013 at 3:10 AM, Ali A. Musa amus...@stc.com.sa wrote: ** The solution 1. Create a web-service ate the AR-System 2. Using Java you can update the AR-System and your IVR if there Java-API *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant *Sent:* Tuesday, December 03, 2013 12:53 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Need help about IVR integration ** Hello Ali, We are using Remedy ARS server 7.5 patch 8 and ITSM 7.6 patch 001. But i do not have answer for your rest of the questions. With Regards, Amit B. On Mon, Dec 2, 2013 at 1:56 PM, Ali A. Musa amus...@stc.com.sa wrote: ** I made intergation between RMEDY-6 and IVR using C-API then JAVA-API from IVR and interfacing with webservioce at REMEDY, hence there a list of questions 1- What REMEDY version you are workin with 2- Does AVYA allow API calls, ANSI-C or java to read he translation and make the necessary workflow 2- Does AVAY support web-service integration (i.e. web-based application, run under web-server, ) -- *From:* Action Request System discussion list(ARSList) [ arslist@ARSLIST.ORG] on behalf of Remedy consultant [raccons...@gmail.com] *Sent:* Monday, December 02, 2013 4:42 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Need help about IVR integration ** Hello , Thnak you for your reply. Here my customer is looking for Integrating IM module with IVR using avaya. here is the thing we are looking for: 1) Customer calls help desk and he would hear the message like please enter your ID followed by # sign. 2) as soon as it is done ,system would show pop up window which will contain customer ID as well as other details like language and location related to customer.ideally system whould extract it based on ID. 3) then Agent would insert text related to an issue and he would press save button present on pop up window. 4) then Incident should get created. As per my understanding in this case every agent should have Avaya agent installed on his/her machine. Please correct me if i am wrong. I need help to understand what are the task which needs to be done from Remedy side and from avaya side. Kindly waiting for your reply. With Regards, Amit B. On Thu, Nov 21, 2013 at 9:44 AM, Grooms, Frederick W frederick.w.gro...@xo.com wrote: ** What type of integration are you asking for? Examples When a call comes in and is answered by a rep are you looking to “pop” the screen of the rep with the caller’s information? After the call is complete do you wish to add data to the ticket about call timing? Do you want the ability for a user in ITSM to have the IVR system make the call for them (ARS triggering the user’s phone to dial the number)? *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant *Sent:* Thursday, November 21, 2013 6:12 AM *To:* arslist@ARSLIST.ORG *Subject:* Need help about IVR integration ** Hello All, We are working on requirement about integrating IVR with ITSM . Does anybody has any document which could be helpfull for us during the implementation ? As per my understanding Avaya has it's own API which can push data into either staging form or Hpd:help Deks form ? Please correct me if i am wrong. Regards, Amit B. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ The information in this email may contain confidential material and it is
Re: Process designer + ars 8.1 sp 2
Somehow that¹s too bad since concept is nice. Problem I see is that in order to work it just adds a whole bunch of stuff across a lot of forms Creating sometimes a defect when it was working before (remember the task problem you pointed out)? I mean, the visual tracking is nice. Something customers coming from HP were asking for but I agree, for now it¹s not yet as powerful as it should be, and I think it should be less intrusive. De : Jason Miller jason.mil...@gmail.com Répondre à : arslist@ARSLIST.ORG Date : mardi 3 décembre 2013 08:46 À : arslist@ARSLIST.ORG Objet : Re: Process designer + ars 8.1 sp 2 ** I agree. We were excited because it was going to help us avoid building an AIF in one case and be pretty darn useful in many others. Turns out it was more pain then it was worth. We found a working as designed oversight that makes it pretty useless when trying to use for an SRM processes. I am sure if you work with it in just the right context it works great but that context seems a bit narrow and as Andrew noted Process Designer doesn't appear to be getting any update love. As far as I can tell PD is heading for the scrap pile (BMC please let me know if this is incorrect). Jason On Tue, Dec 3, 2013 at 7:55 AM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** From what I¹ve seen, I would stay away from Process Designer. It¹s a cool concept but nowhere near Production-ready on 7.6 or 8.x. We¹ve had several issues caused by it (it wreaks havoc on the Task Management forms) that required small manual fixes simply after installing it. I encountered some other issues in trying to build workflow that I can¹t recall right now because it¹s been several months, but I think for the most part you¹d be safer doing customizations to ITSM within ARS. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew Hicox Sent: Tuesday, December 03, 2013 9:50 AM To: arslist@ARSLIST.ORG Subject: Process designer + ars 8.1 sp 2 ** Hi everyone, I wanted to check out the new process designer stuff, so I installed 8.1. I noticed that there were several service packs out for arsystem and the various itsm modules so I (perhaps foolishly) went ahead and installed those before I went ahead with trying to install process designer. PDICT 8.3.3 now throws this error trying to install: The Remedy version 8.1.00.002 is not supported. The integration cannot be completed on this server. Unless I'm blind, there don't appear to be any patches for process designer. Anyone else out there seeing this? It took upwards of 3 straight days to get 8.1 + all the latest service packs installed on my puny dev VM. Do I REALLY have to rollback to SP0 to install process designer (then presumably reapply the service packs). Maybe I'm lucky and this error is bogus and there is some way to bypass it? -Andy _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed here http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Process designer + ars 8.1 sp 2
Taps http://en.wikipedia.org/wiki/Taps gently plays On Tue, Dec 3, 2013 at 9:00 AM, Tauf Chowdhury taufc...@gmail.com wrote: ** Sadly, I'm pretty sure all the developers acquired from Abydos were subsequently let go from BMC. If there is any dev work going on, it's probably painfully slow. It's a shame as I put a lot of time and effort in working with the Abydos guys who were awesome to improve the product before it got acquired. Sent from my iPhone On Dec 3, 2013, at 11:46 AM, Jason Miller jason.mil...@gmail.com wrote: ** I agree. We were excited because it was going to help us avoid building an AIF in one case and be pretty darn useful in many others. Turns out it was more pain then it was worth. We found a working as designed oversight that makes it pretty useless when trying to use for an SRM processes. I am sure if you work with it in just the right context it works great but that context seems a bit narrow and as Andrew noted Process Designer doesn't appear to be getting any update love. As far as I can tell PD is heading for the scrap pile (BMC please let me know if this is incorrect). Jason On Tue, Dec 3, 2013 at 7:55 AM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** From what I’ve seen, I would stay away from Process Designer. It’s a cool concept but nowhere near Production-ready on 7.6 or 8.x. We’ve had several issues caused by it (it wreaks havoc on the Task Management forms) that required small manual fixes simply after installing it. I encountered some other issues in trying to build workflow that I can’t recall right now because it’s been several months, but I think for the most part you’d be safer doing customizations to ITSM within ARS. Thanks, *Shawn Pierson * Remedy Developer | Energy Transfer *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Andrew Hicox *Sent:* Tuesday, December 03, 2013 9:50 AM *To:* arslist@ARSLIST.ORG *Subject:* Process designer + ars 8.1 sp 2 ** Hi everyone, I wanted to check out the new process designer stuff, so I installed 8.1. I noticed that there were several service packs out for arsystem and the various itsm modules so I (perhaps foolishly) went ahead and installed those before I went ahead with trying to install process designer. PDICT 8.3.3 now throws this error trying to install: The Remedy version 8.1.00.002 is not supported. The integration cannot be completed on this server. Unless I'm blind, there don't appear to be any patches for process designer. Anyone else out there seeing this? It took upwards of 3 straight days to get 8.1 + all the latest service packs installed on my puny dev VM. Do I REALLY have to rollback to SP0 to install process designer (then presumably reapply the service packs). Maybe I'm lucky and this error is bogus and there is some way to bypass it? -Andy _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _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_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Process designer + ars 8.1 sp 2
Yeah, I am bummed we installed it because we have all of the changes is made to the ITSM forms. I am sure this will haunt us in the future. On Tue, Dec 3, 2013 at 9:08 AM, laurent matheo lm...@me.com wrote: ** Somehow that’s too bad since concept is nice. Problem I see is that in order to work it just adds a whole bunch of stuff across a lot of forms… Creating sometimes a defect when it was working before (remember the task problem you pointed out)? I mean, the visual tracking is nice. Something customers coming from HP were asking for but I agree, for now it’s not yet as powerful as it should be, and I think it should be less intrusive. De : Jason Miller jason.mil...@gmail.com Répondre à : arslist@ARSLIST.ORG Date : mardi 3 décembre 2013 08:46 À : arslist@ARSLIST.ORG Objet : Re: Process designer + ars 8.1 sp 2 ** I agree. We were excited because it was going to help us avoid building an AIF in one case and be pretty darn useful in many others. Turns out it was more pain then it was worth. We found a working as designed oversight that makes it pretty useless when trying to use for an SRM processes. I am sure if you work with it in just the right context it works great but that context seems a bit narrow and as Andrew noted Process Designer doesn't appear to be getting any update love. As far as I can tell PD is heading for the scrap pile (BMC please let me know if this is incorrect). Jason On Tue, Dec 3, 2013 at 7:55 AM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** From what I’ve seen, I would stay away from Process Designer. It’s a cool concept but nowhere near Production-ready on 7.6 or 8.x. We’ve had several issues caused by it (it wreaks havoc on the Task Management forms) that required small manual fixes simply after installing it. I encountered some other issues in trying to build workflow that I can’t recall right now because it’s been several months, but I think for the most part you’d be safer doing customizations to ITSM within ARS. Thanks, *Shawn Pierson * Remedy Developer | Energy Transfer *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Andrew Hicox *Sent:* Tuesday, December 03, 2013 9:50 AM *To:* arslist@ARSLIST.ORG *Subject:* Process designer + ars 8.1 sp 2 ** Hi everyone, I wanted to check out the new process designer stuff, so I installed 8.1. I noticed that there were several service packs out for arsystem and the various itsm modules so I (perhaps foolishly) went ahead and installed those before I went ahead with trying to install process designer. PDICT 8.3.3 now throws this error trying to install: The Remedy version 8.1.00.002 is not supported. The integration cannot be completed on this server. Unless I'm blind, there don't appear to be any patches for process designer. Anyone else out there seeing this? It took upwards of 3 straight days to get 8.1 + all the latest service packs installed on my puny dev VM. Do I REALLY have to rollback to SP0 to install process designer (then presumably reapply the service packs). Maybe I'm lucky and this error is bogus and there is some way to bypass it? -Andy _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _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_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: [EXTERNAL] Re: OT: ServiceNow
To Jesus and Natalie, end your comments on this thread. Spare us your personal details. Susan On Tue, Dec 3, 2013 at 10:48 AM, Ortega, Jesus A jesus.ort...@lyondellbasell.com wrote: ** Natalie, Its sounds like you’ve been through this before on several occasions. Are you married to an unscrupulous and immoral salesman? *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Stroud, Natalie K *Sent:* Monday, December 02, 2013 5:58 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: [EXTERNAL] Re: OT: ServiceNow ** Jesus: I think you would do well to do some more thinking on this idea before you do that. Do you know anything at all about this guy’s wife? After all, the fact that the husband may be a bit of a jerk doesn’t necessarily mean that she is as well. I know some very sweet-tempered women who let their hearts lead when they picked their mate, and it wasn’t a terribly good choice, and they are just trying to do the best they can with the choice they made. On the other hand, the wife might be a real nightmare with a terrible temper from having to live with her pushy and obnoxious bozo of a husband and she might slap you across the face as hard as she can or throw her drink in your face for your cheekiness! ;) I know I am at a stage where I have been forced to endure entirely too much distasteful behavior from men and I’m a lot less tolerant than I used to be of what I consider to be “men behaving badly”, although I recognize that sometimes you have to leave males to work things out in their own way. If it were my first time meeting you and you did this to me, I most likely wouldn’t say anything, but I would be feeling really uncomfortable, and assuming that I didn’t know my husband to be prone to murdering those he didn’t like, I would probably get up and go into the other room. You would have made a very poor first impression on me, and while it would not be impossible to turn things around, you would have to work a lot harder than most new acquaintances to overcome that initial bad impression, even if you found a way to slip me an explanation for your behavior. While I can understand wanting to make a point, particularly to someone who has made themselves obnoxious, I definitely would NOT appreciate being used for such a purpose and in such a threatening way by a stranger. The only sort of person I *might* put up with something like that from would be someone who was a life-long friend of my husband – someone who might not agree with everything he said or did and wasn’t above the occasional object lesson to make a point, but who at least had a demonstrated track record for caring about the guy, warts and all. Also, this guy would be familiar enough to me from his long acquaintance with my husband that I would hopefully recognize that “Oh, he’s just in ‘object lesson mode’” and I would know not to take such potentially explosive words too seriously. With a stranger, I’d have no context for understanding what is motivating the words being said, so I’d have to assume that there is a genuine threat. Then the question becomes, as the wife of this man you don’t like, who am I? If I am just a stay-at-home mom, you might be tempted to think, ‘What a woman like that thinks doesn’t matter’, but what if there’s some crazy connection between us that you aren’t aware of? Maybe our kids go the same school and are both in the same school band, and I’m a band mom. If I figure out that your kid is the kid of that guy I met at that party who talked so offensively to me, then you are put into a position of having to trust me not to either inconvenience or even downright harm your kid because I didn’t like how you chose to conduct yourself around me. Do you know me well enough to be confident trusting my sense of honor and decency that even though I thought **you** behaved like a complete jerk, I’m willing to give **your kid** a completely clean slate? Or what if I’m a board member for a company you really want to do some work for? You’ve now shown the depths that you’ll sink to in order to make your point, and if you come looking to do business with my company, do you honestly think you’re going to get my vote after having propositioned me so indecently? Sometimes these ideas can seem really fun, and they are certainly quite interesting to consider, but I also think that they can have some brutal unintended consequences. And I advise thinking long and hard about those potential unintended consequences before you let yourself “go there”. I’ll close with a quote that has made me pause and reflect on many occasions: “It is better to remain silent and be thought a fool than to open one’s mouth and remove all doubt.” The source of this quote is not known for certain, but it is attributed, variously, to Mark Twain, Abraham Lincoln, the Book of Proverbs in the Bible,
Re: Process designer + ars 8.1 sp 2
I ran into this issue a month back when Hot-fix patch 002 was released for the ARS. The problem is with the ARS hotfix arserver.exe. What BMC had me do was replace the arserver.exe w/ the original base 8.1.00 .exe, then re-run the PDICT and perform the install steps and integration steps to completion. Then replace the patch 002 arserver.exe. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Tuesday, December 03, 2013 12:09 PM To: arslist@ARSLIST.ORG Subject: Re: Process designer + ars 8.1 sp 2 ** Taps http://en.wikipedia.org/wiki/Taps gently plays On Tue, Dec 3, 2013 at 9:00 AM, Tauf Chowdhury taufc...@gmail.com wrote: ** Sadly, I'm pretty sure all the developers acquired from Abydos were subsequently let go from BMC. If there is any dev work going on, it's probably painfully slow. It's a shame as I put a lot of time and effort in working with the Abydos guys who were awesome to improve the product before it got acquired. Sent from my iPhone On Dec 3, 2013, at 11:46 AM, Jason Miller jason.mil...@gmail.com wrote: ** I agree. We were excited because it was going to help us avoid building an AIF in one case and be pretty darn useful in many others. Turns out it was more pain then it was worth. We found a working as designed oversight that makes it pretty useless when trying to use for an SRM processes. I am sure if you work with it in just the right context it works great but that context seems a bit narrow and as Andrew noted Process Designer doesn't appear to be getting any update love. As far as I can tell PD is heading for the scrap pile (BMC please let me know if this is incorrect). Jason On Tue, Dec 3, 2013 at 7:55 AM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** From what I've seen, I would stay away from Process Designer. It's a cool concept but nowhere near Production-ready on 7.6 or 8.x. We've had several issues caused by it (it wreaks havoc on the Task Management forms) that required small manual fixes simply after installing it. I encountered some other issues in trying to build workflow that I can't recall right now because it's been several months, but I think for the most part you'd be safer doing customizations to ITSM within ARS. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew Hicox Sent: Tuesday, December 03, 2013 9:50 AM To: arslist@ARSLIST.ORG Subject: Process designer + ars 8.1 sp 2 ** Hi everyone, I wanted to check out the new process designer stuff, so I installed 8.1. I noticed that there were several service packs out for arsystem and the various itsm modules so I (perhaps foolishly) went ahead and installed those before I went ahead with trying to install process designer. PDICT 8.3.3 now throws this error trying to install: The Remedy version 8.1.00.002 is not supported. The integration cannot be completed on this server. Unless I'm blind, there don't appear to be any patches for process designer. Anyone else out there seeing this? It took upwards of 3 straight days to get 8.1 + all the latest service packs installed on my puny dev VM. Do I REALLY have to rollback to SP0 to install process designer (then presumably reapply the service packs). Maybe I'm lucky and this error is bogus and there is some way to bypass it? -Andy _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed here http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access hyperlink, please e-mail sender. _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_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are,
Re: Process designer + ars 8.1 sp 2
Interesting… Only the arserver.exe, not the folder « /Arserver/systemforms/ as well? Le 3 déc. 2013 à 09:12, John Bilinski [G2SF] jbilin...@g2sf.com a écrit : I ran into this issue a month back when Hot-fix patch 002 was released for the ARS. The problem is with the ARS hotfix arserver.exe. What BMC had me do was replace the arserver.exe w/ the original base 8.1.00 .exe, then re-run the PDICT and perform the install steps and integration steps to completion. Then replace the patch 002 arserver.exe. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Tuesday, December 03, 2013 12:09 PM To: arslist@ARSLIST.ORG Subject: Re: Process designer + ars 8.1 sp 2 ** Taps http://en.wikipedia.org/wiki/Taps gently plays On Tue, Dec 3, 2013 at 9:00 AM, Tauf Chowdhury taufc...@gmail.com wrote: ** Sadly, I'm pretty sure all the developers acquired from Abydos were subsequently let go from BMC. If there is any dev work going on, it's probably painfully slow. It's a shame as I put a lot of time and effort in working with the Abydos guys who were awesome to improve the product before it got acquired. Sent from my iPhone On Dec 3, 2013, at 11:46 AM, Jason Miller jason.mil...@gmail.com wrote: ** I agree. We were excited because it was going to help us avoid building an AIF in one case and be pretty darn useful in many others. Turns out it was more pain then it was worth. We found a working as designed oversight that makes it pretty useless when trying to use for an SRM processes. I am sure if you work with it in just the right context it works great but that context seems a bit narrow and as Andrew noted Process Designer doesn't appear to be getting any update love. As far as I can tell PD is heading for the scrap pile (BMC please let me know if this is incorrect). Jason On Tue, Dec 3, 2013 at 7:55 AM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** From what I've seen, I would stay away from Process Designer. It's a cool concept but nowhere near Production-ready on 7.6 or 8.x. We've had several issues caused by it (it wreaks havoc on the Task Management forms) that required small manual fixes simply after installing it. I encountered some other issues in trying to build workflow that I can't recall right now because it's been several months, but I think for the most part you'd be safer doing customizations to ITSM within ARS. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew Hicox Sent: Tuesday, December 03, 2013 9:50 AM To: arslist@ARSLIST.ORG Subject: Process designer + ars 8.1 sp 2 ** Hi everyone, I wanted to check out the new process designer stuff, so I installed 8.1. I noticed that there were several service packs out for arsystem and the various itsm modules so I (perhaps foolishly) went ahead and installed those before I went ahead with trying to install process designer. PDICT 8.3.3 now throws this error trying to install: The Remedy version 8.1.00.002 is not supported. The integration cannot be completed on this server. Unless I'm blind, there don't appear to be any patches for process designer. Anyone else out there seeing this? It took upwards of 3 straight days to get 8.1 + all the latest service packs installed on my puny dev VM. Do I REALLY have to rollback to SP0 to install process designer (then presumably reapply the service packs). Maybe I'm lucky and this error is bogus and there is some way to bypass it? -Andy _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed here http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access hyperlink, please e-mail sender. _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:
ARS 8.1 C Plugin issue
Hello List, I am getting below error when I start remedy server after loading C plugin (this C plugin originaly built in solaris , now I have recompiled that in RHEL 6.4 got 32 bit .so file) Action Request System(R) Plug-In Server Version 8.1.00.002 201308272305Hotfix (c) Copyright 2001-2013 BMC Software, Inc. ./arplugin: symbol lookup error: /apps/tim/ar/bin/arfpdqfrench.so: undefined symbol: ARInitialization Thanks regards, Gopi Anbazhagan | IT Consultant ESS| India Global Delivery Center | CGI DLF SEZ, 4th Floor, Block 5, Manapakkam, Chennai - 600 089 | India Registered Office: 124-125, Divyasree Technopolis, Off Airport Road, Bangalore - 560 037 VOIP: 36664 | International: +44 20700 36664 gopi.anbazha...@cgi.commailto:gopi.anbazha...@logica.com | cgi.comhttp://www.cgi.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Process designer + ars 8.1 sp 2
LOL wow! Elvisin the ghetoo /Elvis I might give that a shot but from the thread so far it sounds like the whole thing is a mess of trouble. Thanks, Andy On Tuesday, December 3, 2013, John Bilinski [G2SF] wrote: I ran into this issue a month back when Hot-fix patch 002 was released for the ARS. The problem is with the ARS hotfix arserver.exe. What BMC had me do was replace the arserver.exe w/ the original base 8.1.00 .exe, then re-run the PDICT and perform the install steps and integration steps to completion. Then replace the patch 002 arserver.exe. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG javascript:;] On Behalf Of Jason Miller Sent: Tuesday, December 03, 2013 12:09 PM To: arslist@ARSLIST.ORG javascript:; Subject: Re: Process designer + ars 8.1 sp 2 ** Taps http://en.wikipedia.org/wiki/Taps gently plays On Tue, Dec 3, 2013 at 9:00 AM, Tauf Chowdhury taufc...@gmail.com wrote: ** Sadly, I'm pretty sure all the developers acquired from Abydos were subsequently let go from BMC. If there is any dev work going on, it's probably painfully slow. It's a shame as I put a lot of time and effort in working with the Abydos guys who were awesome to improve the product before it got acquired. Sent from my iPhone On Dec 3, 2013, at 11:46 AM, Jason Miller jason.mil...@gmail.com wrote: ** I agree. We were excited because it was going to help us avoid building an AIF in one case and be pretty darn useful in many others. Turns out it was more pain then it was worth. We found a working as designed oversight that makes it pretty useless when trying to use for an SRM processes. I am sure if you work with it in just the right context it works great but that context seems a bit narrow and as Andrew noted Process Designer doesn't appear to be getting any update love. As far as I can tell PD is heading for the scrap pile (BMC please let me know if this is incorrect). Jason On Tue, Dec 3, 2013 at 7:55 AM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** From what I've seen, I would stay away from Process Designer. It's a cool concept but nowhere near Production-ready on 7.6 or 8.x. We've had several issues caused by it (it wreaks havoc on the Task Management forms) that required small manual fixes simply after installing it. I encountered some other issues in trying to build workflow that I can't recall right now because it's been several months, but I think for the most part you'd be safer doing customizations to ITSM within ARS. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew Hicox Sent: Tuesday, December 03, 2013 9:50 AM To: arslist@ARSLIST.ORG Subject: Process designer + ars 8.1 sp 2 ** Hi everyone, I wanted to check out the new process designer stuff, so I installed 8.1. I noticed that there were several service packs out for arsystem and the various itsm modules so I (perhaps foolishly) went ahead and installed those before I went ahead with trying to install process designer. PDICT 8.3.3 now throws this error trying to install: The Remedy version 8.1.00.002 is not supported. The integration cannot be completed on this server. Unless I'm blind, there don't appear to be any patches for process designer. http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access hyperlink, please e-mail sender. _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_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Process designer + ars 8.1 sp 2
ADV: Yes - I believe PD is hitting the scrap pile. I have given demos of the Kinetic Task engine to roughly 100 BMC engineers (employees) in the last 2 years. Of which I would say 95%+ said they prefer it to PD. Also — did you know starting with Task Engine 3.1 … you can now use Kinetic Task behind SRM??? Actually - you can use Kinetic Task - behind any process — Incident/Change/Asset/etc… So - if interested — you should attend KEG - and learn how to use Kinetic Task behind whatever you would like. http://www.kineticdata.com/events/keg/ Or email me off list: john.sundb...@kineticdata.com -John On Tue, Dec 3, 2013 at 10:46 AM, Jason Miller jason.mil...@gmail.comwrote: ** I agree. We were excited because it was going to help us avoid building an AIF in one case and be pretty darn useful in many others. Turns out it was more pain then it was worth. We found a working as designed oversight that makes it pretty useless when trying to use for an SRM processes. I am sure if you work with it in just the right context it works great but that context seems a bit narrow and as Andrew noted Process Designer doesn't appear to be getting any update love. As far as I can tell PD is heading for the scrap pile (BMC please let me know if this is incorrect). Jason On Tue, Dec 3, 2013 at 7:55 AM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** From what I’ve seen, I would stay away from Process Designer. It’s a cool concept but nowhere near Production-ready on 7.6 or 8.x. We’ve had several issues caused by it (it wreaks havoc on the Task Management forms) that required small manual fixes simply after installing it. I encountered some other issues in trying to build workflow that I can’t recall right now because it’s been several months, but I think for the most part you’d be safer doing customizations to ITSM within ARS. Thanks, *Shawn Pierson * Remedy Developer | Energy Transfer *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Andrew Hicox *Sent:* Tuesday, December 03, 2013 9:50 AM *To:* arslist@ARSLIST.ORG *Subject:* Process designer + ars 8.1 sp 2 ** Hi everyone, I wanted to check out the new process designer stuff, so I installed 8.1. I noticed that there were several service packs out for arsystem and the various itsm modules so I (perhaps foolishly) went ahead and installed those before I went ahead with trying to install process designer. PDICT 8.3.3 now throws this error trying to install: The Remedy version 8.1.00.002 is not supported. The integration cannot be completed on this server. Unless I'm blind, there don't appear to be any patches for process designer. Anyone else out there seeing this? It took upwards of 3 straight days to get 8.1 + all the latest service packs installed on my puny dev VM. Do I REALLY have to rollback to SP0 to install process designer (then presumably reapply the service packs). Maybe I'm lucky and this error is bogus and there is some way to bypass it? -Andy _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ -- *John Sundberg* Kinetic Data, Inc. Your Business. Your Process. Save the date! *KEG14* February 24-25, 2014 *For more information, click here * - KEGhttp://www.kineticdata.com/Events/KEG.html 651-556-0930 I john.sundb...@kineticdata.com www.kineticdata.com I community.kineticdata.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ARS 8.1 C Plugin issue
Hi Post your make file but it looks like you have not linked to the arapi Regards Danny On 3 Dec 2013, at 17:31, Anbazhagan, Gopi gopi.anbazha...@cgi.com wrote: ** Hello List, I am getting below error when I start remedy server after loading C plugin (this C plugin originaly built in solaris , now I have recompiled that in RHEL 6.4 got 32 bit .so file) Action Request System(R) Plug-In Server Version 8.1.00.002 201308272305Hotfix (c) Copyright 2001-2013 BMC Software, Inc. ./arplugin: symbol lookup error: /apps/tim/ar/bin/arfpdqfrench.so: undefined symbol: ARInitialization Thanks regards, Gopi Anbazhagan | IT Consultant ESS| India Global Delivery Center | CGI DLF SEZ, 4th Floor, Block 5, Manapakkam, Chennai - 600 089 | India Registered Office: 124-125, Divyasree Technopolis, Off Airport Road, Bangalore - 560 037 VOIP: 36664 | International: +44 20700 36664 gopi.anbazha...@cgi.com | cgi.com _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
SRD creating a CI in class BMC_REQUESTABLEOFFERING
Hi In a 7.6.04 ARS system, when a SRD is created a CI (with SRD name) is created in Class�BMC_REQUESTABLEOFFERING. Is this required by SRM? If not can it be stopped. These CIs are popping up when CIs are being searched from a Incident or Change. � Any help would be appreciated. Thanks Atul ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ARS 8.1 C Plugin issue
Hi, It could also be that your LD_LIBRARY_PATH does not point to the arapi***.so*** file. Best Regards - Misi, RRR AB, http://rrr.se Hi Post your make file but it looks like you have not linked to the arapi Regards Danny On 3 Dec 2013, at 17:31, Anbazhagan, Gopi gopi.anbazha...@cgi.com wrote: ** Hello List, I am getting below error when I start remedy server after loading C plugin (this C plugin originaly built in solaris , now I have recompiled that in RHEL 6.4 got 32 bit .so file) Action Request System(R) Plug-In Server Version 8.1.00.002 201308272305Hotfix (c) Copyright 2001-2013 BMC Software, Inc. ./arplugin: symbol lookup error: /apps/tim/ar/bin/arfpdqfrench.so: undefined symbol: ARInitialization Thanks regards, Gopi Anbazhagan | IT Consultant ESS| India Global Delivery Center | CGI DLF SEZ, 4th Floor, Block 5, Manapakkam, Chennai - 600 089 | India Registered Office: 124-125, Divyasree Technopolis, Off Airport Road, Bangalore - 560 037 VOIP: 36664 | International: +44 20700 36664 gopi.anbazha...@cgi.com | cgi.com _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Using a nonexistent field in a run if
Hi, Because of the shared workflow concept, which has been around for a while, I think that it will safely interpret as NULL and not cause any other issues. Best Regards - Misi, RRR AB, http://rrr.se Well it is coming from the system so it was saved. Certainly this can happen if you created the workflow and then deleted the field. I believe it will be recognized as NULL as well and can be looked at that way to see if it will be used or how it will be used. But I was worried that there might be some strange twist to it. It wouldn't be the first time in my experiences that things didn't act the way I expected. Thanks, Brian Goralczyk On Tue, Dec 3, 2013 at 10:01 AM, Misi Mladoniczky m...@rrr.se wrote: Hi, Definitely an error in the old admin tool. Best Regards - Misi, RRR AB, http://rrr.se Pretty sure you'll get an error trying to save it in dev studio. Not sure about old admin tool! Sent from my iPhone On Dec 3, 2013, at 10:38 AM, Brian Goralczyk bgoralczyk.w...@gmail.com wrote: ** Again, I am trying to be lazy and not do the research myself to figure out what happens, but what if I use a qualification of : Field != non-existent field Would this fire every time? Never? Or sometimes? My instincts tell me that in this case it would fire everytime, but I am looking for some consensus. Thanks. Brian Goralczyk _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Runmacro fails
Hi,
Apparently the tool tries to export the definitions (exp) of HPD:Help Desk,
and consequently crashes...
The vfc apparently compares your currrent def-version-timestamp to the one of
the server, and finds it necessary to get the definjition again. You have
probably updated the form since it was retrieved the last time some 7 days
ago...
Best Regards - Misi, RRR AB, http://rrr.se
Hi,
\$NULL\$ worked out and got results. On the otherhand, captured arapires and
cmd logs after executing the runmacro with recorded macro files. I need
assistance on troubleshooting these logs, since I didn’t see any Error
messages in these logs. Unfortunately, no links found in communities as of
now.
In cmd_1, after validate form cache, the below entry was logged and
Segmentation fault error displayed in putty.
# ARValidateFormCache
#
vfc
HPD:Help Desk
1385469149
1385469149
1385469149
#
# ARExport
#
exp
1
1
2
HPD:Help Desk
0
** FILE NAME **
Any simple way to understand what went wrong
Regards,
Govind M
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Wednesday, November 27, 2013 6:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: Runmacro fails
Hi,
...$NULL$... will be expanded by the shell to ...$..., which explains that
problem.
Try ...\$NULL\$... instead.
Then you can set environment ARAPILOGGING=1 and check the resulting arapicmd*
and arapires* files to see how far the tool gets when you try to run the Macro
you were talking about earlier.
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.
Misi,
I have used ftp as well as scp. But still no results.
Also, the below format throws the error as Unknown reference fields
when the parser intercepts the $ symbol.
runmacro -x servername -U username -P password -o
/App1/report.csv -f HPD:Help Desk -t csv -q ('UAN GO Number' !=
$NULL$ OR 'VAS exists flag'
!= $NULL$) AND 'Status*' 4
Accessing server - servername...
Processing form - HPD:Help Desk ...
Unknown field reference - position 47 (...ists flag' != $^) AND
'Status*'...) [ARERR 2297]
Server - servername access complete with total matches of 0 record(s).
Thanks,
Govind M
+91 8123458366
Atheeb Remedy Team
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Tuesday, November 26, 2013 9:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: Runmacro fails
Hi,
Copy/paste seems to be a bad idea, as there are some special control
characters in the file.
I suggest you use ftp or scp instead, and see if that helps.
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 was trying to execute the below command in Putty.
./runmacro -d path of macrofile -x servername -U username -P
password -e reportsavedname
It gives the below statement and exist. As a prequisite, I have
updated the path of macrofile and runmacro binary in LD_LIBRARY_PATH.
Also added
LoadSchemaFromCache: F in conf. But no result.
Action Request System Unix Runmacro Version 7.1.00 Copyright (c) BMC
Software, Inc. 1991-2007. All rights reserved.
Executing macro - UANVASReport. Please wait...
Segmentation Fault (core dumped)
But I still have a doubt on the format of *.arq file which was
recorded in windows client and copy pasted into unix directory with
permissions. I just changed the to file: path adjusting to Unix format.
Is there something I am missing to do.? Appreciate any suggestion.
Solaris 10, ARS 7.1 Patch 8
Thanks,
Govind
Please do not print this email unless it is absolutely necessary.
The information contained in this electronic message and any
attachments to this message are intended for the exclusive use of the
addressee(s) and may contain proprietary, confidential or privileged
information. If you are not the intended recipient, you should not
disseminate, distribute or copy this e-mail. Please notify the sender
immediately and destroy all copies of this message and any attachments.
WARNING: Computer viruses can be transmitted via email. The recipient
should check this email and any attachments for the presence of
viruses. The company accepts no liability for any damage caused by
any virus
Re: Using a nonexistent field in a run if
Thank you Misi. I was thinking the same thing but I was afraid someone would throw some wrench into the process on me. On Tue, Dec 3, 2013 at 2:54 PM, Misi Mladoniczky m...@rrr.se wrote: Hi, Because of the shared workflow concept, which has been around for a while, I think that it will safely interpret as NULL and not cause any other issues. Best Regards - Misi, RRR AB, http://rrr.se Well it is coming from the system so it was saved. Certainly this can happen if you created the workflow and then deleted the field. I believe it will be recognized as NULL as well and can be looked at that way to see if it will be used or how it will be used. But I was worried that there might be some strange twist to it. It wouldn't be the first time in my experiences that things didn't act the way I expected. Thanks, Brian Goralczyk On Tue, Dec 3, 2013 at 10:01 AM, Misi Mladoniczky m...@rrr.se wrote: Hi, Definitely an error in the old admin tool. Best Regards - Misi, RRR AB, http://rrr.se Pretty sure you'll get an error trying to save it in dev studio. Not sure about old admin tool! Sent from my iPhone On Dec 3, 2013, at 10:38 AM, Brian Goralczyk bgoralczyk.w...@gmail.com wrote: ** Again, I am trying to be lazy and not do the research myself to figure out what happens, but what if I use a qualification of : Field != non-existent field Would this fire every time? Never? Or sometimes? My instincts tell me that in this case it would fire everytime, but I am looking for some consensus. Thanks. Brian Goralczyk _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: SRD creating a CI in class BMC_REQUESTABLEOFFERING
Hi Atul: This is part of modelling your Business Services . If you look at the BMC Atrium documentation about how to build your Service Model, you will find reference to Requestable Offerings there. If you are creating SRDs without a Service Model, well you're going to have to handle these CIs appropriately Terry _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Atul Vohra Sent: December-03-13 3:46 PM To: arslist@ARSLIST.ORG Subject: SRD creating a CI in class BMC_REQUESTABLEOFFERING ** Hi In a 7.6.04 ARS system, when a SRD is created a CI (with SRD name) is created in Class BMC_REQUESTABLEOFFERING. Is this required by SRM? If not can it be stopped. These CIs are popping up when CIs are being searched from a Incident or Change. Any help would be appreciated. Thanks Atul _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: SRD creating a CI in class BMC_REQUESTABLEOFFERING
Hi Terry - Appreciate your response. Is there a configuration that I could change to stop SRDs automatically create a CI? Atul Original Message Subject: Re: SRD creating a CI in class BMC_REQUESTABLEOFFERING From: Terry Bootsma tboot...@objectpath.com Date: Tue, December 3, 2013 8:47 pm To: arslist@ARSLIST.ORG -- Hi Atul: This is part of modelling your Business Services . If you look at the BMC Atrium documentation about how to build your Service Model, you will find reference to Requestable Offerings there. If you are creating SRDs without a Service Model, well you're going to have to handle these CIs appropriately Terry _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Atul Vohra Sent: December-03-13 3:46 PM To: arslist@ARSLIST.ORG Subject: SRD creating a CI in class BMC_REQUESTABLEOFFERING ** Hi In a 7.6.04 ARS system, when a SRD is created a CI (with SRD name) is created in Class BMC_REQUESTABLEOFFERING. Is this required by SRM? If not can it be stopped. These CIs are popping up when CIs are being searched from a Incident or Change. Any help would be appreciated. Thanks Atul _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Need help about IVR integration
I am capable of doing so? I can do it remotely? If you are in Canada and USA I will be from Dec-21-to-Jan-5? I can perform this job? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy consultant Sent: Tuesday, December 03, 2013 7:49 PM To: arslist@ARSLIST.ORG Subject: Re: Need help about IVR integration ** Hello Ali, Sorry for asking too many questions. 2. Using Java you can update the AR-System and your IVR if there Java-API Comment: correct me if i am wrong , don't we need to have Avaya client installed on all Agents machine? Ideally Avaya API should get trigger when user calls User service desk. Please correct me if i am wrong. Regards, Amit B. On Tue, Dec 3, 2013 at 6:10 AM, Ali A. Musa amus...@stc.com.samailto:amus...@stc.com.sa wrote: ** The solution 1. Create a web-service ate the AR-System 2. Using Java you can update the AR-System and your IVR if there Java-API From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Remedy consultant Sent: Tuesday, December 03, 2013 12:53 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Need help about IVR integration ** Hello Ali, We are using Remedy ARS server 7.5 patch 8 and ITSM 7.6 patch 001. But i do not have answer for your rest of the questions. With Regards, Amit B. On Mon, Dec 2, 2013 at 1:56 PM, Ali A. Musa amus...@stc.com.samailto:amus...@stc.com.sa wrote: ** I made intergation between RMEDY-6 and IVR using C-API then JAVA-API from IVR and interfacing with webservioce at REMEDY, hence there a list of questions 1- What REMEDY version you are workin with 2- Does AVYA allow API calls, ANSI-C or java to read he translation and make the necessary workflow 2- Does AVAY support web-service integration (i.e. web-based application, run under web-server, ) From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] on behalf of Remedy consultant [raccons...@gmail.commailto:raccons...@gmail.com] Sent: Monday, December 02, 2013 4:42 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Need help about IVR integration ** Hello , Thnak you for your reply. Here my customer is looking for Integrating IM module with IVR using avaya. here is the thing we are looking for: 1) Customer calls help desk and he would hear the message like please enter your ID followed by # sign. 2) as soon as it is done ,system would show pop up window which will contain customer ID as well as other details like language and location related to customer.ideally system whould extract it based on ID. 3) then Agent would insert text related to an issue and he would press save button present on pop up window. 4) then Incident should get created. As per my understanding in this case every agent should have Avaya agent installed on his/her machine. Please correct me if i am wrong. I need help to understand what are the task which needs to be done from Remedy side and from avaya side. Kindly waiting for your reply. With Regards, Amit B. On Thu, Nov 21, 2013 at 9:44 AM, Grooms, Frederick W frederick.w.gro...@xo.commailto:frederick.w.gro...@xo.com wrote: ** What type of integration are you asking for? Examples When a call comes in and is answered by a rep are you looking to pop the screen of the rep with the caller's information? After the call is complete do you wish to add data to the ticket about call timing? Do you want the ability for a user in ITSM to have the IVR system make the call for them (ARS triggering the user's phone to dial the number)? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Remedy consultant Sent: Thursday, November 21, 2013 6:12 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Need help about IVR integration ** Hello All, We are working on requirement about integrating IVR with ITSM . Does anybody has any document which could be helpfull for us during the implementation ? As per my understanding Avaya has it's own API which can push data into either staging form or Hpd:help Deks form ? Please correct me if i am wrong. Regards, Amit B. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ The information in this email may contain confidential material and it is intended solely for the addresses. Access to this email by anyone else is unauthorized. If you are not the intended recipient, please delete the email and destroy any copies of it, any disclosure, copying, distribution is prohibited and may be considered unlawful. Contents of this email and any attachments may be altered, Statement and opinions expressed in this email are those of the sender, and do not necessarily reflect those of Saudi
