Re: Preserving customization during upgrade
Hi James, You can also see how the AMIGO program works out for you. See AMIGO Program for ITSM Applications Suitehttps://communities.bmc.com/docs/DOC-28417 . If you are looking for expert advice on planning an ITSM upgrade, then AMIGO is here to help. The *A*ssisted *MIG*ration *O*peration is a program designed to assist customers with the planning of Remedy IT Service Management Suite upgrades. This program is now available to all Remedy ITSM customers in Americas and EMEA regions. Jason On Thu, Apr 10, 2014 at 10:28 AM, Vivek Patil vivek_pa...@bmc.com wrote: Hi, BMC has published 'Cook-book for ITSM Suite 81 Upgrade' document on BMC Remedy https://communities.bmc.com/community/bmcdn/bmc_it_service_support Community group. This document is available on the same blog post on which we had uploaded ITSM Upgrade to 8.1 webinar recording. Please click here https://communities.bmc.com/community/bmcdn/bmc_it_service_support/blog/2013/08/07/upgrading-to-bmc-remedy-81-things-that-you-really-need-to-know to check the BMC Community blog post. This document contain guidelines which customers can use when upgrading to ITSM Suite 8.1. Customers can also customize this document as required for their specific scenarios. So , please refer the Cook Book . Thanks Vivek ___ 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: Info on Inline Forms
I forgot the URL with the AL screenshot... http://ars-action-request-system.1.n7.nabble.com/On-Load-Active-Link-in-a-view-field-Window-ITSM-7-6-04-tp108268p108323.html Off to bed now. On Fri, Apr 11, 2014 at 12:21 AM, Jason Miller jason.mil...@gmail.comwrote: An example is the SHR:LandingConsole you get when you first login to ITSM 7.6.04 and greater. When you open many of the forms/consoles from the vertical navigation on the left they open inline (look at the URL in the address bar, it still shows SHR:LandingConsole after you open another form) You can read more about inline forms here: https://docs.bmc.com/docs/display/public/ars81/Inline+forms. Also it can be a little bit tricky to make work so here is an older post with some details and a screenshot of an AL that shows how to work with the View Field the inline form will be displayed in. Jason On Wed, Apr 9, 2014 at 12:33 AM, Prathap Pb prathap...@outlook.comwrote: ** Hi All, I need some info on the inline forms in remedy. Few examples were they have been used. How do i create them? Thanks PB _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: Info on Inline Forms
An example is the SHR:LandingConsole you get when you first login to ITSM 7.6.04 and greater. When you open many of the forms/consoles from the vertical navigation on the left they open inline (look at the URL in the address bar, it still shows SHR:LandingConsole after you open another form) You can read more about inline forms here: https://docs.bmc.com/docs/display/public/ars81/Inline+forms. Also it can be a little bit tricky to make work so here is an older post with some details and a screenshot of an AL that shows how to work with the View Field the inline form will be displayed in. Jason On Wed, Apr 9, 2014 at 12:33 AM, Prathap Pb prathap...@outlook.com wrote: ** Hi All, I need some info on the inline forms in remedy. Few examples were they have been used. How do i create them? Thanks PB _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: Plugin programming with remedy
Hi Sweety, As LJ mentioned, you can write plugins in C or Java. Another option is to build a generic Java plugin that can run JRuby scripts directly within. You can store the scripts as configuration data and so you don't then need to build multiple plug-ins. I wrote a document for the BMC Communities here: https://communities.bmc.com/docs/DOC-30853 Regards, Chris Chris Jones RAQL = Remedy Advanced Query Language -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sweety Sent: 10 April 2014 17:46 To: arslist@ARSLIST.ORG Subject: Plugin programming with remedy Hi Experts, Today I was discussing with my team lead and he was telling me about the plugin programming but he was also not sure how it is done but he at least has an idea that there is something which can done in remedy through plugins. I want to know what are these plugins and how can we write these programs in remedy? Why do I need plugins? What's the need of plugin? Is there any document available for this programming? Appreciate your help. ___ 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
Risk Assessment Data?
Hi All TGIF, In the Change when I select the View Risk Report, a dialog is displayed which shows the questions, weight and overall assessment. Where is that information stored? I dug around but couldn't find it. ITSM 7.6.04 Mark Mark Brittain Sr. OSD Systems Engineer ITILv3 Foundation, Continual Service Improvement NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315.634.9337 Mobile: 315.882.5360 [cid:image001.gif@01CF5565.F18002F0] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Mail Relay change
Hi All TGIF, Using ARS 7.6.04 on Linux. The Mailbox configuration points to the Linux server and send mail is used to send the outgoing mail. The mail goes to a relay and then is routed based on destination. What I need to do is point send mail to a different relay. After I make the change and restart send mail, is there anything I need to do in ARS. Also is the change effective immediately or is there a delay (e.g. 30 min) like when adding an email template? Thanks Mark Mark Brittain Sr. OSD Systems Engineer ITILv3 Foundation, Continual Service Improvement NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315.634.9337 Mobile: 315.882.5360 [cid:image001.gif@01CF5567.763E2390] This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.gif
Re: Remedy 7.6.04 SP3 A tip for uninstalling the Win Client
More specifically the Add/Remove Programs for XP. Control Panel-Uninstall a program for vista/win7. The entry should start out as BMC Remedy or at least it does for me. Jim Coryat Senior Software Engineer Micron Technology, Inc. -Original Message- From: Sweety [mailto:sweetykhann...@gmail.com] Sent: Thursday, April 10, 2014 11:22 AM Subject: Re: Remedy 7.6.04 SP3 A tip for uninstalling the Win Client Go to control panel and uninstall it ___ 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: Remedy Application Service showing in Submitter and Last Modified Field
To be frank, you should educate the user community on using the view audit log menu option on the change request instead of performing a customization with no value. However, you can just create a filter to push the values you want to the work info that is specific to what you want with summary text like : user x rejected this request. Sent from my iPhone On Apr 11, 2014, at 9:59 AM, Suresh Loganathan ersures...@gmail.com wrote: ** Team, Having a big issue in my remedy environment with Remedy Application Service and AR_Escalator. Believe, it's an Out Of Box behaviour. Scenario: 1, if we reject the change from CHG:Infrastructure Change form. The work info submitter field showing as Remedy Application Service. It's creating a confusion who reject the change. Have tried with logs enable with Escalation, ACTL and FLTR. Do we have any option to fix this change via configuration work? Kindly advise. Regards, Suresh Loganathan. _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: Remedy Application Service showing in Submitter and Last Modified Field
This is a standard rejection workflow and it does not capture who did the rejection. You will need to create a customization off of the Signature form to capture the specific person that cancels the Change. -Original Message- From: Suresh Loganathan ersures...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Fri, Apr 11, 2014 9:59 am Subject: Remedy Application Service showing in Submitter and Last Modified Field ** Team, Having a big issue in my remedy environment with Remedy Application Service and AR_Escalator. Believe, it's an Out Of Box behaviour. Scenario: 1, if we reject the change from CHG:Infrastructure Change form. The work info submitter field showing as Remedy Application Service. It's creating a confusion who reject the change. Have tried with logs enable with Escalation, ACTL and FLTR. Do we have any option to fix this change via configuration work? Kindly advise. Regards, Suresh Loganathan. _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: Mail Relay change
Mark, If you aren't making a change 'in Remedy', and the change you are making is in 'sendmail', then I think after you make that change and restart sendmail, then it's immediate. On Fri, Apr 11, 2014 at 7:21 AM, Brittain, Mark mbritt...@navisite.comwrote: ** Hi All TGIF, Using ARS 7.6.04 on Linux. The Mailbox configuration points to the Linux server and send mail is used to send the outgoing mail. The mail goes to a relay and then is routed based on destination. What I need to do is point send mail to a different relay. After I make the change and restart send mail, is there anything I need to do in ARS. Also is the change effective immediately or is there a delay (e.g. 30 min) like when adding an email template? Thanks Mark *Mark Brittain* Sr. OSD Systems Engineer ITILv3 Foundation, Continual Service Improvement *NaviSite, Inc. - A Time Warner Cable Company* mbritt...@navisite.com Office: 315.634.9337 Mobile: 315.882.5360 [image: Description: navsig] -- This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _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 inline: image001.gif
Remedy Application Service showing in Submitter and Last Modified Field
Team, Having a big issue in my remedy environment with Remedy Application Service and AR_Escalator. Believe, it's an Out Of Box behaviour. Scenario: 1, if we reject the change from CHG:Infrastructure Change form. The work info submitter field showing as Remedy Application Service. It's creating a confusion who reject the change. Have tried with logs enable with Escalation, ACTL and FLTR. Do we have any option to fix this change via configuration work? Kindly advise. Regards, Suresh Loganathan. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Remedy Application Service showing in Submitter and Last Modified Field
Roger/Tauf, Thanks for the information.The ways are 1. Check the info with audit log and 2. create customization. am I right? Any idea about AR_Escalator? Recently, we can see the info from people form. Regards, Suresh Loganathan. On Apr 11, 2014 7:44 PM, Roger Justice rjust2...@aol.com wrote: ** This is a standard rejection workflow and it does not capture who did the rejection. You will need to create a customization off of the Signature form to capture the specific person that cancels the Change. -Original Message- From: Suresh Loganathan ersures...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Fri, Apr 11, 2014 9:59 am Subject: Remedy Application Service showing in Submitter and Last Modified Field ** Team, Having a big issue in my remedy environment with Remedy Application Service and AR_Escalator. Believe, it's an Out Of Box behaviour. Scenario: 1, if we reject the change from CHG:Infrastructure Change form. The work info submitter field showing as Remedy Application Service. It's creating a confusion who reject the change. Have tried with logs enable with Escalation, ACTL and FLTR. Do we have any option to fix this change via configuration work? Kindly advise. Regards, Suresh Loganathan. _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
OT: Friday Humor
I think we've all been in this meeting... http://www.youtube.com/watch?v=BKorP55Aqvg (it is safe for work) Cheers, Thad ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: OT: Friday Humor
I received that in my email this morning from linked in perhaps. VERY FUNNY! On Fri, Apr 11, 2014 at 11:43 AM, Thad Esser thad.es...@gmail.com wrote: ** I think we've all been in this meeting... http://www.youtube.com/watch?v=BKorP55Aqvg (it is safe for work) Cheers, Thad _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: OT: Friday Humor
If you haven't seen this one it is funny and safe for work http://www.youtube.com/watch?v=DYu_bGbZiiQ Christie Pargeter | Sr Technical Analyst | tel 503-415-5149 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II Sent: Friday, April 11, 2014 9:05 AM To: arslist@ARSLIST.ORG Subject: Re: OT: Friday Humor ** I received that in my email this morning from linked in perhaps. VERY FUNNY! On Fri, Apr 11, 2014 at 11:43 AM, Thad Esser thad.es...@gmail.com wrote: ** I think we've all been in this meeting... http://www.youtube.com/watch?v=BKorP55Aqvg (it is safe for work) Cheers, Thad _ARSlist: Where the Answers Are and have been for 20 years_ -- Warren R. Baltimore II Remedy Developer 410-533-5367 _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: OT: Friday Humor
And painful for those of us who have been there. Rick On Apr 11, 2014 9:53 AM, Pargeter, Christie :CO IS cparg...@lhs.org wrote: ** If you haven't seen this one it is funny and safe for work http://www.youtube.com/watch?v=DYu_bGbZiiQ *Christie Pargeter | Sr Technical Analyst | tel 503-415-5149 503-415-5149* *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Warren R. Baltimore II *Sent:* Friday, April 11, 2014 9:05 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: OT: Friday Humor ** I received that in my email this morning from linked in perhaps. VERY FUNNY! On Fri, Apr 11, 2014 at 11:43 AM, Thad Esser thad.es...@gmail.com wrote: ** I think we've all been in this meeting... http://www.youtube.com/watch?v=BKorP55Aqvg (it is safe for work) Cheers, Thad _ARSlist: Where the Answers Are and have been for 20 years_ -- Warren R. Baltimore II Remedy Developer 410-533-5367 _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: OT: Friday Humor
I love this one. Like many of you I have been the expert a number of times. On one occasion I was kicked by the Project Manager when started questioning the feasibility of what the customer wanted. That PM may or may not be a member of this community :) Jason On Fri, Apr 11, 2014 at 8:43 AM, Thad Esser thad.es...@gmail.com wrote: ** I think we've all been in this meeting... http://www.youtube.com/watch?v=BKorP55Aqvg (it is safe for work) Cheers, Thad _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: OT: Friday Humor
I always thought the expert was the sales person, then the PM and then us techies. Who were just the drones that followed their great wisdom. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Friday, April 11, 2014 1:09 PM To: arslist@ARSLIST.ORG Subject: Re: [arslist] OT: Friday Humor ** I love this one. Like many of you I have been the expert a number of times. On one occasion I was kicked by the Project Manager when started questioning the feasibility of what the customer wanted. That PM may or may not be a member of this community :) Jason On Fri, Apr 11, 2014 at 8:43 AM, Thad Esser thad.es...@gmail.commailto:thad.es...@gmail.com wrote: ** I think we've all been in this meeting... http://www.youtube.com/watch?v=BKorP55Aqvg (it is safe for work) Cheers, Thad _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Click herehttps://www.mailcontrol.com/sr/l6DOa6c8kiTGX2PQPOmvUkyXKmclf+CPbFRJvbRdPouF8U84Pxd3U3A+THH1QkRMu8jWC8Lj0FWTKOxjbsImtQ== to report this email as spam. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Remedy Application Service showing in Submitter and Last Modified Field
This is such a pet peeve of mine. Not sure if this is fixed in 8.0 or 8.1 (we are on 7.6.4 sp5). OK, fine Remedy Application Service is always taking over the modified by field, but then there should be (OOB) a field of when a real person touched it. For example, I created a service request, that created a Work Order. When I go to the Work Order console and do a filter on Submitted by Me, guess what? Nothing comes up because it's the app service that created the Work Order. So we have to customize, customize, customize. Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Suresh Loganathan Sent: Friday, April 11, 2014 10:38 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Application Service showing in Submitter and Last Modified Field ** Roger/Tauf, Thanks for the information.The ways are 1. Check the info with audit log and 2. create customization. am I right? Any idea about AR_Escalator? Recently, we can see the info from people form. Regards, Suresh Loganathan. On Apr 11, 2014 7:44 PM, Roger Justice rjust2...@aol.com wrote: ** This is a standard rejection workflow and it does not capture who did the rejection. You will need to create a customization off of the Signature form to capture the specific person that cancels the Change. -Original Message- From: Suresh Loganathan ersures...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Fri, Apr 11, 2014 9:59 am Subject: Remedy Application Service showing in Submitter and Last Modified Field ** Team, Having a big issue in my remedy environment with Remedy Application Service and AR_Escalator. Believe, it's an Out Of Box behaviour. Scenario: 1, if we reject the change from CHG:Infrastructure Change form. The work info submitter field showing as Remedy Application Service. It's creating a confusion who reject the change. Have tried with logs enable with Escalation, ACTL and FLTR. Do we have any option to fix this change via configuration work? Kindly advise. Regards, Suresh Loganathan. _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: OT: Friday Humor
That must be how it really is because they don't actually want to hear what we have to say. On Fri, Apr 11, 2014 at 11:03 AM, Richter, Howard (CEI - Atlanta) howard.rich...@coxinc.com wrote: ** I always thought the expert was the sales person, then the PM and then us techies. Who were just the drones that followed their great wisdom. *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Jason Miller *Sent:* Friday, April 11, 2014 1:09 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: [arslist] OT: Friday Humor ** I love this one. Like many of you I have been the expert a number of times. On one occasion I was kicked by the Project Manager when started questioning the feasibility of what the customer wanted. That PM may or may not be a member of this community :) Jason On Fri, Apr 11, 2014 at 8:43 AM, Thad Esser thad.es...@gmail.com wrote: ** I think we've all been in this meeting... http://www.youtube.com/watch?v=BKorP55Aqvg (it is safe for work) Cheers, Thad _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Click herehttps://www.mailcontrol.com/sr/l6DOa6c8kiTGX2PQPOmvUkyXKmclf+CPbFRJvbRdPouF8U84Pxd3U3A+THH1QkRMu8jWC8Lj0FWTKOxjbsImtQ==to report this email as spam. _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
Open form in new window
Good afternoon I've got an Archive form that I've defined an entry point for so that our users can open it directly from the AR System Customizable Home Page. It opens in query mode. Does anyone know how to open it in a completely new window instead of the current window? I've put a button on it to Close Current window, but it would be better if users could just close the browser window the form opens in and be right back where they started from. Any insight is greatly appreciated. ARS 7.6.04 SP5, ITSM 7.6.04 SP1 Dave Drake Application Systems Analyst ITSM Application Support ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Question on character menus on Archive forms
Also, on an Archive copy of the HPD:Help Desk form, the Assigned Group, Service+ and Owner Group character menus don't populate. The form is opening in query mode. Has anyone come across that? ARS 7.6.04 SP5, ITSM 7.6.04 SP1 Dave Drake Application Systems Analyst ITSM Application Support ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Remedy Application Service showing in Submitter and Last Modified Field
This customize, we don't recommend customizing, customize, we don't recommend customizing, customize, we don't recommend customizing cycle has really quit frankly pissed people off our organization. ITSM is viewed as being inflexible and more complex than needed. I completely understand technically why AR_ESCALATOR or Remedy Application Service shows in some places. However that mean nothing to my customers. It is cold and unfriendly. It makes them dislike the system even more. Now do we have a strong ITSM champion (with authority) to help with our transition?, Nope so I guess much of this can be expected. RE: To be frank, you should educate the user community on using the view audit log menu option on the change request instead of performing a customization with no value. I am going to disagree here. UX and usability is of value. The app should be smarter here. Don't get me wrong AR System and ITSM have come a long with with new features that increase usability since 7.1 but it still isn't quite where it needs to be to meet user's expectations. Our users our tired of clicking buttons to open (audit) windows to find data somewhere else. A user shouldn't have to look at the audit log to try and figure out who touched the record last if there is a Last Modify By field. I certainly see there are challenges with Escalations. Who should it show the user as if the system performed the last action? That is tricky. An in some cases there probably isn't an alternative. Just imagine if Facebook showed 'Facebook Application Service' has sent you a message because there is a schedule process that actually performs the notification. Or if a retweet showed as being from Hootsuite instead of the user that used Hootsuite to retweet the tweet. Of course as an administrator I appreciate being able to see if a user or the system last touched the record but my users, not so much. As for the Remedy Application Service showing as the submitter in SRMfulfillment requests this can be overcome. I have tested it (8.x) and you can map the submitter through the process so their login name shows as the submitter instead of Remedy Application Server. Should we have to do this? Probably not. Jason On Fri, Apr 11, 2014 at 11:32 AM, Kemes, Lisa A DLA CTR INFORMATION OPERATIONS lisa.kemes@dla.mil wrote: This is such a pet peeve of mine. Not sure if this is fixed in 8.0 or 8.1 (we are on 7.6.4 sp5). OK, fine Remedy Application Service is always taking over the modified by field, but then there should be (OOB) a field of when a real person touched it. For example, I created a service request, that created a Work Order. When I go to the Work Order console and do a filter on Submitted by Me, guess what? Nothing comes up because it's the app service that created the Work Order. So we have to customize, customize, customize. Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Suresh Loganathan Sent: Friday, April 11, 2014 10:38 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Application Service showing in Submitter and Last Modified Field ** Roger/Tauf, Thanks for the information.The ways are 1. Check the info with audit log and 2. create customization. am I right? Any idea about AR_Escalator? Recently, we can see the info from people form. Regards, Suresh Loganathan. On Apr 11, 2014 7:44 PM, Roger Justice rjust2...@aol.com wrote: ** This is a standard rejection workflow and it does not capture who did the rejection. You will need to create a customization off of the Signature form to capture the specific person that cancels the Change. -Original Message- From: Suresh Loganathan ersures...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Fri, Apr 11, 2014 9:59 am Subject: Remedy Application Service showing in Submitter and Last Modified Field ** Team, Having a big issue in my remedy environment with Remedy Application Service and AR_Escalator. Believe, it's an Out Of Box behaviour. Scenario: 1, if we reject the change from CHG:Infrastructure Change form. The work info submitter field showing as Remedy Application Service. It's creating a confusion who reject the change. Have tried with logs enable with Escalation, ACTL and FLTR. Do we have any option to fix this change via configuration work? Kindly advise. Regards, Suresh Loganathan. _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: Risk Assessment Data?
The answers to the risk questions are stored in 'CHG:ChangeRiskFactors'. There 3 are hidden table fields on the 'CHG:ChangeRiskReportDialog' (form that you see) that also factor in derived factors. Jason On Fri, Apr 11, 2014 at 6:10 AM, Brittain, Mark mbritt...@navisite.comwrote: ** Hi All TGIF, In the Change when I select the View Risk Report, a dialog is displayed which shows the questions, weight and overall assessment. Where is that information stored? I dug around but couldn't find it. ITSM 7.6.04 Mark *Mark Brittain* Sr. OSD Systems Engineer ITILv3 Foundation, Continual Service Improvement *NaviSite, Inc. - A Time Warner Cable Company* mbritt...@navisite.com Office: 315.634.9337 Mobile: 315.882.5360 [image: Description: navsig] -- This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _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 inline: image001.gif
Having issues with SRM Entilement
Hi Team, We created SRD for the specific company and we created an entitlement for other companies also . For example 3 or 4 companies needs visibility of the SRD in Request Entry. But we are not able to see the SRD , if we login as some other company , which we already add that company into entitlement . Any Suggestion please. Regards, Loki | Associate Operation Manager, Cloud Infrastructure Services | NTT DATA, Inc | m. +91-9566066338 | lokesh.jayara...@nttdata.commailto:lokesh.jayara...@nttdata.com | Learn more at nttdata.com/americashttp://www.nttdata.com/americas __ Disclaimer:This email and any attachments are sent in strictest confidence for the sole use of the addressee and may contain legally privileged, confidential, and proprietary data. If you are not the intended recipient, please advise the sender by replying promptly to this email and then delete and destroy this email and any attachments without any further use, copying or forwarding ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Having issues with SRM Entilement
HI Karthik, I tried to create the SRD global but I am not able attached the existing PDT into the Global SRDs. Regards, Loki | Associate Operation Manager, Cloud Infrastructure Services | NTT DATA, Inc | m. +91-9566066338 | lokesh.jayara...@nttdata.commailto:lokesh.jayara...@nttdata.com | Learn more at nttdata.com/americashttp://www.nttdata.com/americas From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Karthik Nagaramu Sent: Friday, April 11, 2014 9:36 PM To: arslist@ARSLIST.ORG Subject: Re: Having issues with SRM Entilement ** Hi, I believe for SRD row level security also applied. The end user need to have access to srd company and entitlement. I have seen this behavior. Probably you need to create srd as global. Regards, Karthik On Apr 12, 2014 9:32 AM, Jayaraman, Lokesh lokesh.jayara...@nttdata.commailto:lokesh.jayara...@nttdata.com wrote: ** Hi Team, We created SRD for the specific company and we created an entitlement for other companies also . For example 3 or 4 companies needs visibility of the SRD in Request Entry. But we are not able to see the SRD , if we login as some other company , which we already add that company into entitlement . Any Suggestion please. Regards, Loki | Associate Operation Manager, Cloud Infrastructure Services | NTT DATA, Inc | m. +91-9566066338tel:%2B91-9566066338 | lokesh.jayara...@nttdata.commailto:lokesh.jayara...@nttdata.com | Learn more at nttdata.com/americashttp://www.nttdata.com/americas __ Disclaimer:This email and any attachments are sent in strictest confidence for the sole use of the addressee and may contain legally privileged, confidential, and proprietary data. If you are not the intended recipient, please advise the sender by replying promptly to this email and then delete and destroy this email and any attachments without any further use, copying or forwarding _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ __ Disclaimer:This email and any attachments are sent in strictest confidence for the sole use of the addressee and may contain legally privileged, confidential, and proprietary data. If you are not the intended recipient, please advise the sender by replying promptly to this email and then delete and destroy this email and any attachments without any further use, copying or forwarding ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Having issues with SRM Entilement
Give them restricted access and select unrestricted button Try again Sent from my iPhone On Apr 11, 2014, at 9:36 PM, Karthik Nagaramu karthiknagar...@gmail.com wrote: ** Hi, I believe for SRD row level security also applied. The end user need to have access to srd company and entitlement. I have seen this behavior. Probably you need to create srd as global. Regards, Karthik On Apr 12, 2014 9:32 AM, Jayaraman, Lokesh lokesh.jayara...@nttdata.com wrote: ** Hi Team, We created SRD for the specific company and we created an entitlement for other companies also . For example 3 or 4 companies needs visibility of the SRD in Request Entry. But we are not able to see the SRD , if we login as some other company , which we already add that company into entitlement . Any Suggestion please. Regards, Loki | Associate Operation Manager, Cloud Infrastructure Services | NTT DATA, Inc | m. +91-9566066338 | lokesh.jayara...@nttdata.com | Learn more at nttdata.com/americas __ Disclaimer:This email and any attachments are sent in strictest confidence for the sole use of the addressee and may contain legally privileged, confidential, and proprietary data. If you are not the intended recipient, please advise the sender by replying promptly to this email and then delete and destroy this email and any attachments without any further use, copying or forwarding _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: Remedy Application Service showing in Submitter and Last Modified Field
ADVERT WARNING!!! A general rule of thumb I have learned over the years. Custom users are happy users. Out of the box companies - have happy managers -- but the users aren't happy. Any manager that puts their wishes over the users wishes - is a dead man walking. Therefore - customize -- but just have a good understanding of what you are doing - and all is well. BTW - The Kinetic suite is all about being able to have the interface you want/process you want - yet maintain management sanity. So - when you finally are sick-and-tired of being the ping-pong ball and getting batted around between customize/don't customize -- then give me a call. Else - load up on the Advil. -John On Fri, Apr 11, 2014 at 5:13 PM, Jason Miller jason.mil...@gmail.comwrote: ** This customize, we don't recommend customizing, customize, we don't recommend customizing, customize, we don't recommend customizing cycle has really quit frankly pissed people off our organization. ITSM is viewed as being inflexible and more complex than needed. I completely understand technically why AR_ESCALATOR or Remedy Application Service shows in some places. However that mean nothing to my customers. It is cold and unfriendly. It makes them dislike the system even more. Now do we have a strong ITSM champion (with authority) to help with our transition?, Nope so I guess much of this can be expected. RE: To be frank, you should educate the user community on using the view audit log menu option on the change request instead of performing a customization with no value. I am going to disagree here. UX and usability is of value. The app should be smarter here. Don't get me wrong AR System and ITSM have come a long with with new features that increase usability since 7.1 but it still isn't quite where it needs to be to meet user's expectations. Our users our tired of clicking buttons to open (audit) windows to find data somewhere else. A user shouldn't have to look at the audit log to try and figure out who touched the record last if there is a Last Modify By field. I certainly see there are challenges with Escalations. Who should it show the user as if the system performed the last action? That is tricky. An in some cases there probably isn't an alternative. Just imagine if Facebook showed 'Facebook Application Service' has sent you a message because there is a schedule process that actually performs the notification. Or if a retweet showed as being from Hootsuite instead of the user that used Hootsuite to retweet the tweet. Of course as an administrator I appreciate being able to see if a user or the system last touched the record but my users, not so much. As for the Remedy Application Service showing as the submitter in SRMfulfillment requests this can be overcome. I have tested it (8.x) and you can map the submitter through the process so their login name shows as the submitter instead of Remedy Application Server. Should we have to do this? Probably not. Jason On Fri, Apr 11, 2014 at 11:32 AM, Kemes, Lisa A DLA CTR INFORMATION OPERATIONS lisa.kemes@dla.mil wrote: This is such a pet peeve of mine. Not sure if this is fixed in 8.0 or 8.1 (we are on 7.6.4 sp5). OK, fine Remedy Application Service is always taking over the modified by field, but then there should be (OOB) a field of when a real person touched it. For example, I created a service request, that created a Work Order. When I go to the Work Order console and do a filter on Submitted by Me, guess what? Nothing comes up because it's the app service that created the Work Order. So we have to customize, customize, customize. Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Suresh Loganathan Sent: Friday, April 11, 2014 10:38 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Application Service showing in Submitter and Last Modified Field ** Roger/Tauf, Thanks for the information.The ways are 1. Check the info with audit log and 2. create customization. am I right? Any idea about AR_Escalator? Recently, we can see the info from people form. Regards, Suresh Loganathan. On Apr 11, 2014 7:44 PM, Roger Justice rjust2...@aol.com wrote: ** This is a standard rejection workflow and it does not capture who did the rejection. You will need to create a customization off of the Signature form to capture the specific person that cancels the Change. -Original Message- From: Suresh Loganathan ersures...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Fri, Apr 11, 2014 9:59 am Subject: Remedy Application Service showing in Submitter and Last Modified Field ** Team, Having a big issue in my remedy environment with Remedy Application Service and AR_Escalator. Believe, it's an Out Of Box behaviour.
Re: Having issues with SRM Entilement
I believe with 8.1.01 it works nicely 8.1.0 and below. Was a no go for us Sent from my iPhone On Apr 11, 2014, at 10:32 PM, Jayaraman, Lokesh lokesh.jayara...@nttdata.com wrote: ** HI Karthik, I tried to create the SRD global but I am not able attached the existing PDT into the Global SRDs. Regards, Loki | Associate Operation Manager, Cloud Infrastructure Services | NTT DATA, Inc | m. +91-9566066338 | lokesh.jayara...@nttdata.com | Learn more at nttdata.com/americas From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Karthik Nagaramu Sent: Friday, April 11, 2014 9:36 PM To: arslist@ARSLIST.ORG Subject: Re: Having issues with SRM Entilement ** Hi, I believe for SRD row level security also applied. The end user need to have access to srd company and entitlement. I have seen this behavior. Probably you need to create srd as global. Regards, Karthik On Apr 12, 2014 9:32 AM, Jayaraman, Lokesh lokesh.jayara...@nttdata.com wrote: ** Hi Team, We created SRD for the specific company and we created an entitlement for other companies also . For example 3 or 4 companies needs visibility of the SRD in Request Entry. But we are not able to see the SRD , if we login as some other company , which we already add that company into entitlement . Any Suggestion please. Regards, Loki | Associate Operation Manager, Cloud Infrastructure Services | NTT DATA, Inc | m. +91-9566066338 | lokesh.jayara...@nttdata.com | Learn more at nttdata.com/americas __ Disclaimer:This email and any attachments are sent in strictest confidence for the sole use of the addressee and may contain legally privileged, confidential, and proprietary data. If you are not the intended recipient, please advise the sender by replying promptly to this email and then delete and destroy this email and any attachments without any further use, copying or forwarding _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ __ Disclaimer:This email and any attachments are sent in strictest confidence for the sole use of the addressee and may contain legally privileged, confidential, and proprietary data. If you are not the intended recipient, please advise the sender by replying promptly to this email and then delete and destroy this email and any attachments without any further use, copying or forwarding _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
