Re: Indirect reference to form field value

[Charlie Lotridge]

Hi Robin,

I actually use this mechanism quite a lot, and it certainly does work when
it gets the field id from other fields.  One thing to note is that you MUST
use this in a Set Fields - I actually don't think it'll even work in a Run
Process (though I haven't confirmed this just now, but I'm pretty sure I've
tried it in the past).  So, that Set Fields action might look like:

Field: SomeInteger0
Value: $PROCESS$ Application-Copy-Field-Value $TargetFieldID$
$SourceFieldId$

where:

*SomeInteger0 *- is some integer field that receives the "result" of the
operation.
*TargetFieldID* - is an integer field containing the field id that should
receive the value
*SourceFieldID* - is an integer field containing the field id that contains
the source value

As Fred mentioned, you can check the "return" value of this operation - the
value that will be put into 'SomeInteger0' in my example - to determine if
the operation was successful or not.  It'll be set to 1 if it worked, 0 if
not.  I don't bother checking this anymore because, once you get it
working, it's a very robust mechanism and never fails.

This may be obvious, but just to be clear, the data types of the fields
referenced by 'SourceFieldID' and 'TargetFieldID' do not themselves have to
be integers.  I haven't exhaustively tested this with all the different
field data types, but it certainly works with Character, Integer, Date,
Time, and DateTime field types.  I also have NOT tried to use this to move
a value from one data type to another...I'm not sure it'll do the
conversion that a "normal" Set Fields would do.

Let me know if this works for you or if any of this is not clear.

Thanks,
Charlie



On Thu, Apr 24, 2014 at 2:26 AM, Robin Mathew wrote:

> Hi Fred,
>
> Application-Copy-Field-Value command works when ID of the field is given
> as shown below.
>
> Application-Copy-Field-Value 1300567  1300568
>
>
> In my case,I cannot use hard-code value as I am implementing dynamic field
> value functionality.
>
> I have two fields ,Field_ID and Field_Value(ID : 1300567)
>
> Field_ID contains 1300568(ID of Priority field)
>
> I want to set Priority field value in Field_Value field.
>
> I tried, Application-Copy-Field-Value 1300567  $Field_ID$,but did not work.
>
> Please let me know how I can set value of a field to another field using a
> variable(variable contains ID of the source field)
>
> Regards
> Robin
>
>
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Re: Remedy Support Team Hierarchy

[John Sundberg]

x,y,z axis - all perpendicular in red.

:)

Next.

-John




On Wed, Apr 23, 2014 at 6:38 PM, Jason Miller wrote:

> **
> If you put a developer in the meeting they'll be expected to come up with
> a solution for drawing 3 perpendicular red lines with transparent ink.
>
>
> On Wed, Apr 23, 2014 at 10:06 AM, Rick Westbrock  > wrote:
>
>> Past experience has shown me that a BSA to interface between the end
>> user/client and the developers is very helpful but most times as a
>> developer I have found it invaluable to be in a requirements gathering
>> session with the BSA and the end users to make sure nothing is missed. I
>> can also get instant clarification on a request rather than going back and
>> forth using the BSA as the messenger.
>>
>> -Rick
>>
>> _
>> Rick Westbrock
>> Remedy Administrator | IT Department
>> 24 Hour Fitness USA, Inc.
>>
>>
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] On Behalf Of pritch
>> Sent: Tuesday, April 22, 2014 3:37 PM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: Remedy Support Team Hierarchy
>>
>> Maybe it's just a training issue - I don't think developers should be
>> making a habit of dealing with end users.  It takes time for the client
>> facing person to learn (and in reality, they probably don't want to learn)
>> what the developers knows or what they need to know to research a problem.
>>  However, a go between in most cases is not an issue.
>>
>> The situation I deal with currently is where there is a department of
>> folks (4 of them) that do all the client facing on issues - anything they
>> cannot figure out they discuss with me - I give them a list of items to
>> find out and they go and gather the information.  The interaction helps in
>> them learning how to work with the clients, gather the information and
>> eventually solve similar problems without bringing me in.  The only time I
>> speak directly to the users (besides when presenting a training class) is
>> if we cannot solve it and I need to see what is happening (beyond
>> screenshots).  At that point the client facing folks set up a webex and
>> lead the live meeting.  When we first stood up the system I was very active
>> in the troubleshooting but now I don't know about most of the calls they
>> field.  In fact, recently they've started taking on more of the
>> adminstrative work such as adding users, maintaining menu lists, etc.  Just
>> takes time and patience to get those folks up to speed.
>>
>> Of course if the person that is performing the client facing activities
>> isn't interested or capable of learning how to support the users, then that
>> may be an issue that needs to be discussed with management.
>>
>> just my two cents.
>>
>> - Original Message -
>> From: "Lisa A DLA CTR INFORMATION OPERATIONS Kemes" <
>> lisa.kemes@dla.mil>
>> To: arslist@ARSLIST.ORG
>> Sent: Tuesday, April 22, 2014 2:13:43 PM
>> Subject: Re: Remedy Support Team Hierarchy
>>
>> Kathy,
>>
>> Sounds rough, but I think you are in good company with a lot of us.  I'm
>> a contractor and so when an end user says they are having a problem with
>> "opening a form and saving it" there are about 1000 questions I have for
>> the end user, but that's what the Project Manager writes down and
>> communicates to us.  Plus, I want to make sure I recreate the problem
>> EXACTLY as the customer is experiencing it (so I know what workflow to
>> look at).
>>
>> Can I just pick up the phone and contact the end user?  Nope, I have to
>> work with ANOTHER contractor  that asks the Program Manager of Remedy the
>> questions I have, who then asks the end user.  This process can take up to
>> 4 weeks.  It's awful, plus, because I'm not part of the conversation, I
>> can't ask follow up questions right then and there.
>> It's painful.   Sometimes, I'm able to ask the Program Manager directly,
>> but what I'd really like to do is get to that end user.
>>
>> I think there are a lot of us in the same boat.
>>
>> Lisa
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] On Behalf Of Kathy Morris
>> Sent: Monday, April 21, 2014 4:53 PM
>> To: arslist@ARSLIST.ORG
>> Subject: Remedy Support Team Hierarchy
>>
>> **
>>
>> Hi,
>>
>>
>>
>> Our Remedy team is having its challenges.  Our Management has placed a
>> person who has no technical clue about Remedy, or any aspect of software
>> development to manage the critical Remedy Projects.  Management seems to
>> think that you do not need Remedy experience to manage these type of
>> projects, all you need is the ability to go out there and ask questions,
>> chase info down.   The problem is:  1) this new person does not even
>> know the right questions to ask, and 2) cannot articulate the answers.
>> When the developer explains things to this project manager It's like
>> us talking to a piece of sheetrock.  By the way, most o

Re: Customizations in Base Development Mode during an ARS Upgrade from v7.6.04 to v8.1.

[Roger Justice]

There is a step in the upgrade documentation to export all system forms such as 
User and Group if they are customized. You will also find that upgrades now do 
a rip and replace on base objects and now merge as was done in previous 
versions.



-Original Message-
From: Raj 
To: arslist 
Sent: Thu, Apr 24, 2014 9:26 pm
Subject: Customizations in Base Development Mode during an ARS Upgrade from 
v7.6.04 to v8.1.


** 
Hi All,
We are working on ARS upgrade from v5.1.2 to v8.1. Currently, I am on ARS 
v7.6.04(from v5.1.2>v6.3>v7.1) and working towards upgrading to ARS v8.1.
We have decided to stay with Base Development mode and all the objects 
currently show as Unmodified in Developer Studio. While upgrading from v7.1 to 
v7.6.04, we lost customizations on User and Group form.

At this point, I am working on silent installer script to run the upgrade to 
v8.1 - now if I create customizations on User/Group forms in Base Development 
mode, would I lose them on upgrade to ARS v8.1?
If yes, I might be better off saving some time re-doing customizations on 
v7.6.04 on User/Group forms and just re-do them on reaching v8.1 but not on 
v7.6.04?

Please advise,
Regards,
Raj

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

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Re: Remedy Support Team Hierarchy

[John Sundberg]

Oh - meant to say - width = 0.


On Wed, Apr 23, 2014 at 7:48 PM, John Sundberg <
john.sundb...@kineticdata.com> wrote:

> x,y,z axis - all perpendicular in red.
>
> :)
>
> Next.
>
> -John
>
>
>
>
> On Wed, Apr 23, 2014 at 6:38 PM, Jason Miller wrote:
>
>> **
>> If you put a developer in the meeting they'll be expected to come up with
>> a solution for drawing 3 perpendicular red lines with transparent ink.
>>
>>
>> On Wed, Apr 23, 2014 at 10:06 AM, Rick Westbrock <
>> rwestbr...@24hourfit.com> wrote:
>>
>>> Past experience has shown me that a BSA to interface between the end
>>> user/client and the developers is very helpful but most times as a
>>> developer I have found it invaluable to be in a requirements gathering
>>> session with the BSA and the end users to make sure nothing is missed. I
>>> can also get instant clarification on a request rather than going back and
>>> forth using the BSA as the messenger.
>>>
>>> -Rick
>>>
>>> _
>>> Rick Westbrock
>>> Remedy Administrator | IT Department
>>> 24 Hour Fitness USA, Inc.
>>>
>>>
>>>
>>> -Original Message-
>>> From: Action Request System discussion list(ARSList) [mailto:
>>> arslist@ARSLIST.ORG] On Behalf Of pritch
>>> Sent: Tuesday, April 22, 2014 3:37 PM
>>> To: arslist@ARSLIST.ORG
>>> Subject: Re: Remedy Support Team Hierarchy
>>>
>>> Maybe it's just a training issue - I don't think developers should be
>>> making a habit of dealing with end users.  It takes time for the client
>>> facing person to learn (and in reality, they probably don't want to learn)
>>> what the developers knows or what they need to know to research a problem.
>>>  However, a go between in most cases is not an issue.
>>>
>>> The situation I deal with currently is where there is a department of
>>> folks (4 of them) that do all the client facing on issues - anything they
>>> cannot figure out they discuss with me - I give them a list of items to
>>> find out and they go and gather the information.  The interaction helps in
>>> them learning how to work with the clients, gather the information and
>>> eventually solve similar problems without bringing me in.  The only time I
>>> speak directly to the users (besides when presenting a training class) is
>>> if we cannot solve it and I need to see what is happening (beyond
>>> screenshots).  At that point the client facing folks set up a webex and
>>> lead the live meeting.  When we first stood up the system I was very active
>>> in the troubleshooting but now I don't know about most of the calls they
>>> field.  In fact, recently they've started taking on more of the
>>> adminstrative work such as adding users, maintaining menu lists, etc.  Just
>>> takes time and patience to get those folks up to speed.
>>>
>>> Of course if the person that is performing the client facing activities
>>> isn't interested or capable of learning how to support the users, then that
>>> may be an issue that needs to be discussed with management.
>>>
>>> just my two cents.
>>>
>>> - Original Message -
>>> From: "Lisa A DLA CTR INFORMATION OPERATIONS Kemes" <
>>> lisa.kemes@dla.mil>
>>> To: arslist@ARSLIST.ORG
>>> Sent: Tuesday, April 22, 2014 2:13:43 PM
>>> Subject: Re: Remedy Support Team Hierarchy
>>>
>>> Kathy,
>>>
>>> Sounds rough, but I think you are in good company with a lot of us.  I'm
>>> a contractor and so when an end user says they are having a problem with
>>> "opening a form and saving it" there are about 1000 questions I have for
>>> the end user, but that's what the Project Manager writes down and
>>> communicates to us.  Plus, I want to make sure I recreate the problem
>>> EXACTLY as the customer is experiencing it (so I know what workflow to
>>> look at).
>>>
>>> Can I just pick up the phone and contact the end user?  Nope, I have to
>>> work with ANOTHER contractor  that asks the Program Manager of Remedy the
>>> questions I have, who then asks the end user.  This process can take up to
>>> 4 weeks.  It's awful, plus, because I'm not part of the conversation, I
>>> can't ask follow up questions right then and there.
>>> It's painful.   Sometimes, I'm able to ask the Program Manager directly,
>>> but what I'd really like to do is get to that end user.
>>>
>>> I think there are a lot of us in the same boat.
>>>
>>> Lisa
>>>
>>> -Original Message-
>>> From: Action Request System discussion list(ARSList) [mailto:
>>> arslist@ARSLIST.ORG] On Behalf Of Kathy Morris
>>> Sent: Monday, April 21, 2014 4:53 PM
>>> To: arslist@ARSLIST.ORG
>>> Subject: Remedy Support Team Hierarchy
>>>
>>> **
>>>
>>> Hi,
>>>
>>>
>>>
>>> Our Remedy team is having its challenges.  Our Management has placed a
>>> person who has no technical clue about Remedy, or any aspect of software
>>> development to manage the critical Remedy Projects.  Management seems to
>>> think that you do not need Remedy experience to manage these type of
>>> projects, all you need is the ability to go out there and ask questions,
>>> chase

Re: DMT not working, showing as In Progress.

[Michelle Grace]

My in progress issue with DMT was the system was looking for FQDN and not short 
name. Then I had an issue with 
Jobs in the Data Management > Job Console ran and validate but never promoted. 

Fix

1.  Disable all logs (ensure no logs are on). 
2.  Search for records with 'Parent_Job_GUID' = "DO NOT REMOVE" in form 
DMT:SYS:SequencingEngine and delete all matching records from the form. 
3.  Open form DMT:SYS:StagingFormDependency in search mode (blank search 
screen) and then click the button Rebuild Sequence Table 
4.  Wait for a few minutes (around 5-10 minutes) and then query form 
DMT:SYS:SequencingEngine and see if you have records with values with 'GO' 
prefix in data in field Stream (304302140) 

Hope this helps 

Michelle

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Customizations in Base Development Mode during an ARS Upgrade from v7.6.04 to v8.1.

[Raj]

Hi All,
We are working on ARS upgrade from v5.1.2 to v8.1. Currently, I am on ARS 
v7.6.04(from v5.1.2>v6.3>v7.1) and working towards upgrading to ARS v8.1.
We have decided to stay with Base Development mode and all the objects 
currently show as Unmodified in Developer Studio. While upgrading from v7.1 
to v7.6.04, we lost customizations on User and Group form.

At this point, I am working on silent installer script to run the upgrade 
to v8.1 - now if I create customizations on User/Group forms in Base 
Development mode, would I lose them on upgrade to ARS v8.1?
If yes, I might be better off saving some time re-doing customizations on 
v7.6.04 on User/Group forms and just re-do them on reaching v8.1 but not on 
v7.6.04?

Please advise,
Regards,
Raj

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Application Tab Won't "Fly" back In

[Kemes, Lisa A DLA CTR INFORMATION OPERATIONS]

I'm not sure how else to describe this problem, but when we upgraded
from 7.6.04 SP2 to 7.6.04 SP5 the application tab that flies out (or
expands) when you click on it, doesn't fly back in when you click on a
link (like "Asset Management" then "Asset Management Console")

 

Is there something in the Midtier files that we would have to update to
make this happen?

 

Lisa Kemes

Remedy Consultant

Dev Technology Group

DLA Office: (717) 770-6437

Cell Phone: (717) 602-9460

lisa.ke...@devtechnology.com

 

 


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Re: WebService Error

[Neha Khandelwal]

Thanks Fred.
Now I come to know 3rd party application was not accessing correct Remedy
webservice URL, and due to this error was coming.

Regards
Neha


On Thu, Apr 24, 2014 at 12:59 AM, Grooms, Frederick W <
frederick.w.gro...@xo.com> wrote:

> It looks like the 3rd Party app is not handling the SoapFault data
> correctly and is reporting an HTTP 500 error instead.
>
> Check your Mid-Tier logs and see if you can find the actual error that ARS
> is returning to the calling app in the SoapFault method.
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Neha Khandelwal
> Sent: Wednesday, April 23, 2014 2:12 AM
> To: arslist@ARSLIST.ORG
> Subject: WebService Error
>
> Hi Team,
>
> I again need your assistance for following Webservice issue-
>
> A 3rd party application, accessing Remedy ITSM 7.6 application via
> webservice, and getting following error-
>
> 0099 errorDesc: Permanent Error  - (500)Internal Server Error
>
> Can anyone please assist me, as when this error comes, and how to resolve
> it?
>
> Note - There are other 3rd party application accessing same Remedy
> webservice successfully without above and any other error.
>
> Regards
> Neha Khandelwal
>
>
>
>
>
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Application side menu missing on a user's Landing Page.

[Cecil, Ken]

We have a user that is missing their Applications side bar menu.

She is using IE 11.  We've already tried having her delete the temp IE files. I 
also made a minor access change on her account (removed from Incident Viewer 
group) to see if that would re-cache her. Is this an issue with IE 11.

Thanks,

Ken.




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

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Re: DMT not working, showing as In Progress.

[Jarl Grøneng]

Be sure that escalation is enabled on the server, otherways DMT will not
run.

--
J


2014-04-22 13:44 GMT+02:00 Suresh Loganathan :

> **
>
> Team,
>
> Have used the DMT TOOL to upload the bulk data. In that Load showing as In
> Progress and the remaining validate and promote showing as queued.
>
> Have checked with system setting, showing the correct path.
>
> checked from the server loaded file into clients\DMTFilepath.
>
> Can you please advise to fix this issue.
>
> Regards,
>
> Suresh Loganathan.
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Indirect reference to form field value

[Robin Mathew]

Hi Fred,

Application-Copy-Field-Value command works when ID of the field is given as 
shown below.

Application-Copy-Field-Value 1300567  1300568


In my case,I cannot use hard-code value as I am implementing dynamic field 
value functionality.

I have two fields ,Field_ID and Field_Value(ID : 1300567)

Field_ID contains 1300568(ID of Priority field)

I want to set Priority field value in Field_Value field.

I tried, Application-Copy-Field-Value 1300567  $Field_ID$,but did not work.

Please let me know how I can set value of a field to another field using a 
variable(variable contains ID of the source field)

Regards
Robin

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TEST

[Joel D Sender]

No postings on Thursday?



---
This email is free from viruses and malware because avast! Antivirus protection 
is active.
http://www.avast.com

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Incident Audit log tracking issue in BMC Remedy Incident Management(ITSM)

[Hari Vishwakarma]

Hi All,

Hope you were doing well.

I have one query with respect to BMC Remedy Incident management
application(ITSM).
In our premise, we have Remedy setup with following versions:

1. AR Server Version =7.5.00 patch 004
2. Incident Management Application version = 7.6.00 patch 001
3. Service Request management Version = 7.6.00 patch 001

We have SRM in place for end user self help & is integrated with Incident
management for issue handling and resolution.

Suppose when a ticket gets raised and assigned to an engineer for
resolution and whatever the activities performed by the engineer on the
ticket such as changing the status from assigned to in progress, in
progress to pending,etc.. So list of ticket transactions were logged in the
incident audit log with modified field and with current system timestamp.

Here, we want to track such ticket events or transactions in an sequential
order based on date & time from end to end.
But, we are unable to achieve this as we are not getting from where shall
we can track end to end.

I referred the Incident audit log form, but it consists some ambiguous data
about the ticket. If, in actual, ticket consists of 8-9 transactions, but
in incident audit log form, it is showing only 2 or 3 entries, which stops
my tracking.

Hence, I request you all, if anyone has worked on it, please provide your
pointers.

Awaiting for your response.

Regards
Hari Vishwakarma
Pune, India

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Re: Crystal Reports on Remedy Mid-Tier

[Hennigan, Sandra]

The Mid-Tier & Crystal Reports are on the same server.

Thank you,

Sandra Hennigan
Remedy Developer


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Zandi
Sent: Wednesday, April 23, 2014 5:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Crystal Reports on Remedy Mid-Tier

You installed the midtier. Client  on the boe boxi server correct 

Sent from my iPhone

> On Apr 23, 2014, at 3:16 PM, "Hennigan, Sandra"  
> wrote:
> 
> Crystal Report server installed and functioning; 5 Named User licenses
> Mid-Tier 8.1.01 SP1 installed and functioning
> Integration completed - I can schedule and send CR reports using ODBC & 
> Remedy data.
> 
> What I cannot do - have a Crystal Report run from the Remedy Mid-tier. This 
> error is displayed.
> 
> Failed to process the request!!
> All of your system's 0 Concurrent Access Licenses are in use at this time or 
> your system's license key has expired. Try again later or contact your 
> administrator to obtain additional licenses. (FWB 00014)
> com.crystaldecisions.sdk.occa.report.lib.ReportSDKEnterpriseLogonException: 
> All of your system's 0 Concurrent Access Licenses are in use at this time or 
> your system's license key has expired. Try again later or contact your 
> administrator to obtain additional licenses. (FWB 00014) Error 
> code:-2147217397 Error code name:enterpriseLogonFailed
> 
> I expect that I have missed a step but I do not know how to resolve the 
> error. Any assistance is appreciated.
> 
> Thank you,
> 
> Sandra Hennigan
> Remedy Developer
> 
> 
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Re: Remedy Support Team Hierarchy

[Kemes, Lisa A DLA CTR INFORMATION OPERATIONS]

Kathy,

What would be the repercussion of just calling the user yourself?  I've
done this before and our "in between" people would scoff, but I think
they secretly were relieved that I just got the info myself.  

I sometimes go by the mantra "It's easier to beg forgiveness than to ask
for permission"  It's not about abusing situations but about knowing
when to push the boundaries.

Also, do you cc the PM's supervisor on your emails?

Lisa

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris
Sent: Wednesday, April 23, 2014 1:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Team Hierarchy

Your situation sounds like a typical Development scenario to me... We
welcome and have no issue with the role of a teachable person as the
liaison between the users and developers - that's normal business
practice.  You said something very important in your email below" I
give them a list of items to find out and they go and gather the
information.  " This is the problem in our environment.  List? Forget
it.. .that's not going to happen here... First of all, this person
cannot handle a list.  We are struggling to get this PM to follow-up on
one simple process question with a user so that the Developer can get
his task completed.  Secondly, whenever the developers email the PM to
make sure the PM really understands what is needed - of course no reply
from the PM.  Weeks go by, and the PM asks the developer "When is this
going to be done?"  Of course the developer replies, "Were you able to
get the feedback from the user?"  The PM (still unable to comprehend the
process question) responds,  "Let's follow the agenda, first things
first... What do we need to do to get this done?" The developer has to
start all over again and re-explain what is needed to fulfill the task.
Then instead of speaking with the user, the PM will find someone (even
if they do not know the process) to figure out the process answer.  We
have tons of serious work to do, and I am thinking how on earth are we
going to get things done with this situation we have?  The PM that we
are reporting to does not even understand the  basics requirements
gather, nor the process itself.  We do not need a person who knows
Remedy code, just a person who
can connect the dots.   

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
Sent: Tuesday, April 22, 2014 6:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Team Hierarchy

Maybe it's just a training issue - I don't think developers should be
making a habit of dealing with end users.  It takes time for the client
facing person to learn (and in reality, they probably don't want to
learn) what the developers knows or what they need to know to research a
problem.  However, a go between in most cases is not an issue.  

The situation I deal with currently is where there is a department of
folks
(4 of them) that do all the client facing on issues - anything they
cannot figure out they discuss with me - I give them a list of items to
find out and they go and gather the information.  The interaction helps
in them learning how to work with the clients, gather the information
and eventually solve similar problems without bringing me in.  The only
time I speak directly to the users (besides when presenting a training
class) is if we cannot solve it and I need to see what is happening
(beyond screenshots).
At that point the client facing folks set up a webex and lead the live
meeting.  When we first stood up the system I was very active in the
troubleshooting but now I don't know about most of the calls they field.
In fact, recently they've started taking on more of the adminstrative
work such as adding users, maintaining menu lists, etc.  Just takes time
and patience to get those folks up to speed.  

Of course if the person that is performing the client facing activities
isn't interested or capable of learning how to support the users, then
that may be an issue that needs to be discussed with management.

just my two cents.

- Original Message -
From: "Lisa A DLA CTR INFORMATION OPERATIONS Kemes"

To: arslist@ARSLIST.ORG
Sent: Tuesday, April 22, 2014 2:13:43 PM
Subject: Re: Remedy Support Team Hierarchy

Kathy,

Sounds rough, but I think you are in good company with a lot of us.  I'm
a contractor and so when an end user says they are having a problem with
"opening a form and saving it" there are about 1000 questions I have for
the end user, but that's what the Project Manager writes down and
communicates to us.  Plus, I want to make sure I recreate the problem
EXACTLY as the customer is experiencing it (so I know what workflow to
look at).   

Can I just pick up the phone and contact the end user?  Nope, I have to
work with ANOTHER contractor  that asks the Program Manager of Remedy
the questions I have, who then asks the end user.  This pr

Re: Remedy Support Team Hierarchy

[Rick Westbrock]

Hah! For several years when I first began as a developer my company didn’t even 
know the concept of a BSA so  I was effectively my own BSA in every meeting. 
That was actually not a bad thing considering the size of the company at the 
time and it helped me get to know my internal customers and their needs more 
directly. Over the years I was able to intuit things (is that a real verb?) 
without having to ask the customer about a certain nuance.

That also taught me the skills to not get caught as the “expert” with the red 
pen in those meetings. I was always very vague about what I could or could not 
deliver and usually ended the requirements gathering with a statement like “let 
me take our findings back and do some initial research & design and I will get 
back to you with what we can’t do and with what we can do in what timeframe”.

I will say that moving from that smallish corporate environment to being a 
contractor for the DoD was a huge paradigm shift, completely different 
environment especially since I was just a developer and the senior people on 
the team did all the customer interaction and just passed me the refined 
requirements. I like being back in a place where I can interact with my 
(internal) customers more directly.

-Rick

_
Rick Westbrock
Remedy Administrator | IT Department
24 Hour Fitness USA, Inc.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Wednesday, April 23, 2014 4:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Team Hierarchy

**
If you put a developer in the meeting they'll be expected to come up with a 
solution for drawing 3 perpendicular red lines with transparent ink.

On Wed, Apr 23, 2014 at 10:06 AM, Rick Westbrock 
mailto:rwestbr...@24hourfit.com>> wrote:
Past experience has shown me that a BSA to interface between the end 
user/client and the developers is very helpful but most times as a developer I 
have found it invaluable to be in a requirements gathering session with the BSA 
and the end users to make sure nothing is missed. I can also get instant 
clarification on a request rather than going back and forth using the BSA as 
the messenger.

-Rick

_
Rick Westbrock
Remedy Administrator | IT Department
24 Hour Fitness USA, Inc.



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
Sent: Tuesday, April 22, 2014 3:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Team Hierarchy

Maybe it's just a training issue - I don't think developers should be making a 
habit of dealing with end users.  It takes time for the client facing person to 
learn (and in reality, they probably don't want to learn) what the developers 
knows or what they need to know to research a problem.  However, a go between 
in most cases is not an issue.

The situation I deal with currently is where there is a department of folks (4 
of them) that do all the client facing on issues - anything they cannot figure 
out they discuss with me - I give them a list of items to find out and they go 
and gather the information.  The interaction helps in them learning how to work 
with the clients, gather the information and eventually solve similar problems 
without bringing me in.  The only time I speak directly to the users (besides 
when presenting a training class) is if we cannot solve it and I need to see 
what is happening (beyond screenshots).  At that point the client facing folks 
set up a webex and lead the live meeting.  When we first stood up the system I 
was very active in the troubleshooting but now I don't know about most of the 
calls they field.  In fact, recently they've started taking on more of the 
adminstrative work such as adding users, maintaining menu lists, etc.  Just 
takes time and patience to get those folks up to speed.

Of course if the person that is performing the client facing activities isn't 
interested or capable of learning how to support the users, then that may be an 
issue that needs to be discussed with management.

just my two cents.

- Original Message -
From: "Lisa A DLA CTR INFORMATION OPERATIONS Kemes" 
mailto:lisa.kemes@dla.mil>>
To: arslist@ARSLIST.ORG
Sent: Tuesday, April 22, 2014 2:13:43 PM
Subject: Re: Remedy Support Team Hierarchy

Kathy,

Sounds rough, but I think you are in good company with a lot of us.  I'm a 
contractor and so when an end user says they are having a problem with "opening 
a form and saving it" there are about 1000 questions I have for the end user, 
but that's what the Project Manager writes down and communicates to us.  Plus, 
I want to make sure I recreate the problem EXACTLY as the customer is 
experiencing it (so I know what workflow to
look at).

Can I just pick up the phone and contact the end user?  Nope, I have to 

FIXED RE: Crystal Reports on Remedy Mid-Tier

[Hennigan, Sandra]

One of those "DUH" moments. Our licenses were all "Named" but OOB, Guest was 
assigned a "Concurrent". Made the license change and reporting is working 
without error.

Thank you to those that replied.

Sandra Hennigan
Remedy Developer

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Zandi
Sent: Wednesday, April 23, 2014 5:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Crystal Reports on Remedy Mid-Tier

You installed the midtier. Client  on the boe boxi server correct 

Sent from my iPhone

> On Apr 23, 2014, at 3:16 PM, "Hennigan, Sandra"  
> wrote:
> 
> Crystal Report server installed and functioning; 5 Named User licenses
> Mid-Tier 8.1.01 SP1 installed and functioning
> Integration completed - I can schedule and send CR reports using ODBC & 
> Remedy data.
> 
> What I cannot do - have a Crystal Report run from the Remedy Mid-tier. This 
> error is displayed.
> 
> Failed to process the request!!
> All of your system's 0 Concurrent Access Licenses are in use at this time or 
> your system's license key has expired. Try again later or contact your 
> administrator to obtain additional licenses. (FWB 00014)
> com.crystaldecisions.sdk.occa.report.lib.ReportSDKEnterpriseLogonException: 
> All of your system's 0 Concurrent Access Licenses are in use at this time or 
> your system's license key has expired. Try again later or contact your 
> administrator to obtain additional licenses. (FWB 00014) Error 
> code:-2147217397 Error code name:enterpriseLogonFailed
> 
> I expect that I have missed a step but I do not know how to resolve the 
> error. Any assistance is appreciated.
> 
> Thank you,
> 
> Sandra Hennigan
> Remedy Developer
> 
> 
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