Re: LDAP

[Grooms, Frederick W]

Do you have any servers set up with a local password?

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rajesh Singh
Sent: Thursday, June 12, 2014 1:45 PM
To: arslist@ARSLIST.ORG
Subject: LDAP

Hi Team,

I am new to the remedy , i want to know something about LDAP configuration.

most of the time when I already logged in to the system , meanwhile when I am 
trying to log in 
to any other server my account get locked. 

I have to unlock my account after that only i can able to login to that server.

Could you please let me know if there is any LDAP related issue what is my 
first approach to check. 

Please give me your valuable input here.

Regards,
Rajesh Singh




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Re: View DDL for ARSystem tables

[Charlie Lotridge]

Hi Karthik,

The way to solve this problem is to use logging.  Turn on SQL logging on
the server to identify *exactly* the SQL statement causing the error.  You
probably should also turn on Filter logging (and direct them into the same
file) so that you can see if the SQL is being caused by some filter
(perhaps, say, a Push Fields from the form you've been looking at, and that
you've seen does NOT have any unique index, to some other form which DOES
have a unique index).

Be sure to enable the logging just before performing the offending
transaction, and turn it off just after.

When you review the resulting log, chances are you'll see that the error is
being caused by a SQL statement that begins with:

UPDATE T SET C = ...

If it's not already obvious from the filter logging which is the problem
form, use this in a SQL Query window to identify the form:

SELECT name
FROM arschema
WHERE schemaId = 

where, probably obviously,  here is the number next to
the "T" in the UPDATE statement as shown above.

Hopefully this is all clear and easy to follow.  Let me know, though, if
you have any questions.

-charlie


On Thu, Jun 12, 2014 at 7:19 AM, karthik manoharan 
wrote:

> **
>
> Hello Listers,
>
>  We have our ARSystem server installed on SQL server, there is a strange
> thing noticed for one of the forms which throws “Unique Index”error on
> creating duplicate records. I have checked the Indexes defined for the form
> but it doesn’t have “Unique Index” enabled.
>
>  So, I would like to view the Table Definition such that I could identify
> any primary key or constraints on the attribute. Is there a way to view the
> DDL for the tables in AR system schema.
>
>  PS: I use SQL Server Management Studio to connect.
>
> Regards,
> Karthik
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: BMC Engaged user group meeting in October

[Jason Miller]

They have not.  Registration is supposed to open this month.

Jason


On Thu, Jun 12, 2014 at 11:26 AM, Richter, Howard (CEI - Atlanta) <
howard.rich...@coxinc.com> wrote:

> All,
>
> Does anyone know if they opened up registration. I filled out the
> pre-registration info, but have seen any update.
>
> Also when I called the hotel, they did not have the conference rates yet.
>
> Howard
>
> Sent from my iPad
>
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>

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LDAP

[Rajesh Singh]

Hi Team,

I am new to the remedy , i want to know something about LDAP configuration.

most of the time when I already logged in to the system , meanwhile when I am 
trying to log in 
to any other server my account get locked. 

I have to unlock my account after that only i can able to login to that server.

Could you please let me know if there is any LDAP related issue what is my 
first approach to check. 

Please give me your valuable input here.

Regards,
Rajesh Singh

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BMC Engaged user group meeting in October

[Richter, Howard (CEI - Atlanta)]

All,

Does anyone know if they opened up registration. I filled out the 
pre-registration info, but have seen any update.

Also when I called the hotel, they did not have the conference rates yet.

Howard  

Sent from my iPad
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Re: [EXTERNAL] ITSM Universe

[Pargeter, Christie :CO IS]

Yep that is what I was talking about.

Thanks!

Christie Pargeter  | Sr Technical Analyst | tel 503-415-5149

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Thursday, June 12, 2014 11:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] ITSM Universe

**
If you mean a Business Objects universe for ITSM used for reporting purposes, 
that comes with the product BMC Analytics.

Natalie Stroud
SAIC @ Sandia National Laboratories
ARS-ITSM Reporting Specialist
Albuquerque, NM USA
nkst...@sandia.gov
ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Pargeter, Christie :CO IS
Sent: Thursday, June 12, 2014 11:54 AM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] ITSM Universe

**
Hi All - I heard there is a Universe available for ITSM.  Any idea where I can 
find this?

ARS 7.6.4 SP 4
ITSM 7.6.4 SP 4
RKM 7.6.4 SP 4
SLM 7.6.4 SP 1
Window 2008 - 64 Bit
MS SQ 2005
IIS/Tomcat
MidTier 7.6.4 SP 4

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

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Re: [EXTERNAL] ITSM Universe

[Stroud, Natalie K]

If you mean a Business Objects universe for ITSM used for reporting purposes, 
that comes with the product BMC Analytics.

Natalie Stroud
SAIC @ Sandia National Laboratories
ARS-ITSM Reporting Specialist
Albuquerque, NM USA
nkst...@sandia.gov
ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, June 12, 2014 11:54 AM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] ITSM Universe

**
Hi All - I heard there is a Universe available for ITSM.  Any idea where I can 
find this?

ARS 7.6.4 SP 4
ITSM 7.6.4 SP 4
RKM 7.6.4 SP 4
SLM 7.6.4 SP 1
Window 2008 - 64 Bit
MS SQ 2005
IIS/Tomcat
MidTier 7.6.4 SP 4

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

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CMDB 7.6.4 and SCCM Integration

[Kathy Morris]

Hi All,

 

We are on Linux and want to integrate SCCM (SQL) with the CMDB 7.6.4.  The
Seamless Connector is not an option.

I know that I can use AI or AIE.  However, I was told that because our SCCM
is on SQL - we cannot use AI or AIE. 

When I went to build the database fields the SQL tab is grayed out.  Only
the DB2 and Oracle tab are enabled.

What other options do we have to get this data from SCCM into the CMDB?  

We do not have Atrium Orchestrator because I was told there was some
possibilities with AO.

Can we use web services, or the Java API better to do this type of task?

How can we move this data?  

 

 

 


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ITSM Universe

[Pargeter, Christie :CO IS]

Hi All - I heard there is a Universe available for ITSM.  Any idea where I can 
find this?

ARS 7.6.4 SP 4
ITSM 7.6.4 SP 4
RKM 7.6.4 SP 4
SLM 7.6.4 SP 1
Window 2008 - 64 Bit
MS SQ 2005
IIS/Tomcat
MidTier 7.6.4 SP 4


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Re: Displaying the App Request ID on the Service Request Console

[Boyd, Rebecca]

Yes, I am referring to SRM:Request. My bad.

I have already added AppRequestID to fields in View on SRM:Request. And
actually, I did get it to display on the SRM console but it's ugly.

In 7.5 we added the AppRequestID to the Requests table on the SRM console &
hid the REQ column. Didn't change any workflow; just the presentation. That
was pretty easy. Doesn't appear so simple in 8.1.



On Thu, Jun 12, 2014 at 10:38 AM, Carl Wilson  wrote:

> **
>
> Hi,
>
> I guess you are referring to "SRM:Request" as opposed to
> "SRM:ServiceRequest" which is not an OOB SRM form.
>
>
>
> To display anything other the related RequestID from the "SRM:Request"
> form would entail a large customisation as this form does not store the
> underlying application fulfilment ID.  The workflow queries this form to
> return the Service Request ID by default.
>
>
>
> The fulfilment request ID is stored on the "SRM:AppInstanceBridge", so you
> would need to add workflow to query  this form using the appropriate
> identifier e.g. "SR Req Number" and bring this back to the "SRM:Request"
> form where it could be used to display.
>
> The other consideration is if you have multiple fulfilment there will be
> more than one record returned in a search from the "SRM:AppInstanceBridge"
> and you would therefore require additional qualification rules to identify
> the current "Open" request (you could use the "App Request Status Code").
>
>
>
> The other option would be to query each application in turn by the Service
> Request ID to identify which application was used in the fulfilment
> (inefficient).
>
> http://www.missingpiecessoftware.com/
> --
>
>
>
> Kind Regards,
>
>
>
> *Carl Wilson*
>
>
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Boyd, Rebecca
> *Sent:* 12 June 2014 14:24
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Displaying the App Request ID on the Service Request
> Console
>
>
>
> **
>
> It sounds like we have to decide one way or another: REQ # vs INC/CRQ #.
>
>
>
> Then we'll have to do some tinkering & possibly re-education.
>
>
>
> So back to my original question:
>
>
>
> Let’s say I want to display the actual HPD or CRQ number instead of the
> REQ number on the Service Request Console, the "App Request ID" field on
> SRM:ServiceRequests.
>
> It looks like Active Link SRS:SRK:Initialize_ServiceCall sets this field
> when the console is opened.
>
> TemplateMyRequests_Request ID = $DEFAULT$
>
> Even if we don't modify this, I am truly curious as to how this works.
>
>
>
> On Wed, Jun 11, 2014 at 11:20 PM, Tauf Chowdhury 
> wrote:
>
> **
>
> Rebecca,
>
> You'll have to find a happy or not so happy medium here. You've already
> done the first step of creating the request on submit from the fulfillment
> apps. On creation, whether it be from SRM or the other modules, I like to
> only send the notification for the SRM request. This means turning off the
> notifications for the creation emails of the other requests.
>
> Then, you're left with the "life cycle" emails of the fulfillment requests
> which send out their own notifications. For this, I've left alone the INC
> and CRQ numbers and accepted that these will be included. However, I
> modified the notifications to have the following label, "REQ# (if
> applicable)"
>
> Then, of course, I modified the filter for the notifications to include
> the req #.
>
> What this does is arm the customer with all the information instead of
> parts of the request process and cut down on the initial onslaught of
> notifications during creation.
>
> Sent from my iPhone
>
>
> On Jun 11, 2014, at 5:17 PM, "Boyd, Rebecca"  wrote:
>
> **
>
> "Create Request on Submit*" is already set to Yes. Requests are being
> created.
>
>
>
> My question is more along the lines of 1)What kind of a tracking # to
> supply to customers and 2) Using email to communicate with customers. I
> want the tracking #s in the email notifications to be consistent with the
> tracking # they see in SRM. That includes using the "Email System" function
> which defaults to the INC or CRQ #.
>
>
>
>
>
>
>
> On Wed, Jun 11, 2014 at 4:41 PM, Marcelo Martinez 
> wrote:
>
> Sorry for my prev post. I tried to send a pic with the post
>
> Check out your incident rules and change rules
> App Admin Console>Custom Configuration> Incident Mgmt> Advanced
> Options>Rules
> Same for Change Rules.
> Set these to “yes” if you wish for them to get the REQ # instead of the
> INC/CHG #. This will create a request for every INC/CHG and they will be
> able to track their REQs in SRM.
> Note: you may have to modify the outgoing email and exclude fields/data
> you don’t use (or use).
>
> Also, your IT people should be able to search for REQ# from within the INC
> ticket or CHG ticket. Look under “Additional Search” tab.
>
>
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Re: Export/Import SRD from Test-Server to Production-Server

[Steve B]

I have seen this exact error before and the solution was to temporarily set 
Submitter Mode to Changeable on your target server and then do the import. It 
was on a different version than yours, but may be worth a try.

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Re: Displaying the App Request ID on the Service Request Console

[Carl Wilson]

Hi,

I guess you are referring to "SRM:Request" as opposed to "SRM:ServiceRequest" 
which is not an OOB SRM form.

 

To display anything other the related RequestID from the "SRM:Request" form 
would entail a large customisation as this form does not store the underlying 
application fulfilment ID.  The workflow queries this form to return the 
Service Request ID by default.

 

The fulfilment request ID is stored on the "SRM:AppInstanceBridge", so you 
would need to add workflow to query  this form using the appropriate identifier 
e.g. "SR Req Number" and bring this back to the "SRM:Request" form where it 
could be used to display.  

The other consideration is if you have multiple fulfilment there will be more 
than one record returned in a search from the "SRM:AppInstanceBridge" and you 
would therefore require additional qualification rules to identify the current 
"Open" request (you could use the "App Request Status Code").

 

The other option would be to query each application in turn by the Service 
Request ID to identify which application was used in the fulfilment 
(inefficient).

http://www.missingpiecessoftware.com/

  _  

 

Kind Regards,

 

Carl Wilson

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Boyd, Rebecca
Sent: 12 June 2014 14:24
To: arslist@ARSLIST.ORG
Subject: Re: Displaying the App Request ID on the Service Request Console

 

** 

It sounds like we have to decide one way or another: REQ # vs INC/CRQ #.

 

Then we'll have to do some tinkering & possibly re-education.

 

So back to my original question:

 

Let’s say I want to display the actual HPD or CRQ number instead of the REQ 
number on the Service Request Console, the "App Request ID" field on 
SRM:ServiceRequests.

It looks like Active Link SRS:SRK:Initialize_ServiceCall sets this field when 
the console is opened.

TemplateMyRequests_Request ID = $DEFAULT$

Even if we don't modify this, I am truly curious as to how this works.

 

On Wed, Jun 11, 2014 at 11:20 PM, Tauf Chowdhury  wrote:

** 

Rebecca,

You'll have to find a happy or not so happy medium here. You've already done 
the first step of creating the request on submit from the fulfillment apps. On 
creation, whether it be from SRM or the other modules, I like to only send the 
notification for the SRM request. This means turning off the notifications for 
the creation emails of the other requests. 

Then, you're left with the "life cycle" emails of the fulfillment requests 
which send out their own notifications. For this, I've left alone the INC and 
CRQ numbers and accepted that these will be included. However, I modified the 
notifications to have the following label, "REQ# (if applicable)"

Then, of course, I modified the filter for the notifications to include the req 
#. 

What this does is arm the customer with all the information instead of parts of 
the request process and cut down on the initial onslaught of notifications 
during creation. 

Sent from my iPhone


On Jun 11, 2014, at 5:17 PM, "Boyd, Rebecca"  wrote:

** 

"Create Request on Submit*" is already set to Yes. Requests are being created.

 

My question is more along the lines of 1)What kind of a tracking # to supply to 
customers and 2) Using email to communicate with customers. I want the tracking 
#s in the email notifications to be consistent with the tracking # they see in 
SRM. That includes using the "Email System" function which defaults to the INC 
or CRQ #. 

 

 

 

On Wed, Jun 11, 2014 at 4:41 PM, Marcelo Martinez  wrote:

Sorry for my prev post. I tried to send a pic with the post

Check out your incident rules and change rules
App Admin Console>Custom Configuration> Incident Mgmt> Advanced Options>Rules
Same for Change Rules.
Set these to “yes” if you wish for them to get the REQ # instead of the INC/CHG 
#. This will create a request for every INC/CHG and they will be able to track 
their REQs in SRM.
Note: you may have to modify the outgoing email and exclude fields/data you 
don’t use (or use).

Also, your IT people should be able to search for REQ# from within the INC 
ticket or CHG ticket. Look under “Additional Search” tab.

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-- 
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

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


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View DDL for ARSystem tables

[karthik manoharan]

Hello Listers,

We have our ARSystem server installed on SQL server, there is a strange
thing noticed for one of the forms which throws “Unique Index”error on
creating duplicate records. I have checked the Indexes defined for the form
but it doesn’t have “Unique Index” enabled.

So, I would like to view the Table Definition such that I could identify
any primary key or constraints on the attribute. Is there a way to view the
DDL for the tables in AR system schema.

PS: I use SQL Server Management Studio to connect.

Regards,
Karthik

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Re: Displaying the App Request ID on the Service Request Console

[Boyd, Rebecca]

It sounds like we have to decide one way or another: REQ # vs INC/CRQ #.

Then we'll have to do some tinkering & possibly re-education.

So back to my original question:

Let’s say I want to display the actual HPD or CRQ number instead of the REQ
number on the Service Request Console, the "App Request ID" field on
SRM:ServiceRequests.

It looks like Active Link SRS:SRK:Initialize_ServiceCall sets this field
when the console is opened.

TemplateMyRequests_Request ID = $DEFAULT$

Even if we don't modify this, I am truly curious as to how this works.


On Wed, Jun 11, 2014 at 11:20 PM, Tauf Chowdhury  wrote:

> **
> Rebecca,
> You'll have to find a happy or not so happy medium here. You've already
> done the first step of creating the request on submit from the fulfillment
> apps. On creation, whether it be from SRM or the other modules, I like to
> only send the notification for the SRM request. This means turning off the
> notifications for the creation emails of the other requests.
> Then, you're left with the "life cycle" emails of the fulfillment requests
> which send out their own notifications. For this, I've left alone the INC
> and CRQ numbers and accepted that these will be included. However, I
> modified the notifications to have the following label, "REQ# (if
> applicable)"
> Then, of course, I modified the filter for the notifications to include
> the req #.
> What this does is arm the customer with all the information instead of
> parts of the request process and cut down on the initial onslaught of
> notifications during creation.
>
> Sent from my iPhone
>
> On Jun 11, 2014, at 5:17 PM, "Boyd, Rebecca"  wrote:
>
> **
> "Create Request on Submit*" is already set to Yes. Requests are being
> created.
>
> My question is more along the lines of 1)What kind of a tracking # to
> supply to customers and 2) Using email to communicate with customers. I
> want the tracking #s in the email notifications to be consistent with the
> tracking # they see in SRM. That includes using the "Email System" function
> which defaults to the INC or CRQ #.
>
>
>
>
> On Wed, Jun 11, 2014 at 4:41 PM, Marcelo Martinez 
> wrote:
>
>> Sorry for my prev post. I tried to send a pic with the post
>>
>> Check out your incident rules and change rules
>> App Admin Console>Custom Configuration> Incident Mgmt> Advanced
>> Options>Rules
>> Same for Change Rules.
>> Set these to “yes” if you wish for them to get the REQ # instead of the
>> INC/CHG #. This will create a request for every INC/CHG and they will be
>> able to track their REQs in SRM.
>> Note: you may have to modify the outgoing email and exclude fields/data
>> you don’t use (or use).
>>
>> Also, your IT people should be able to search for REQ# from within the
>> INC ticket or CHG ticket. Look under “Additional Search” tab.
>>
>>
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> "Where the Answers Are, and have been for 20 years"
>>
>
>
>
> --
> 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

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Re: How to enable SQL Adapters in AIE console for AIX Operating System

[Vineet Bhargava]

Hi,

I am also facing the same issue. Another thing which I noticed is that
after installing AIE on a Windows box, I am not even able to see AIE
instances in the INSTANCES table on the AIE console whereas when I open the
services on the windows box, I can see 5 AIE services running there.

Thanks,
Vineet


On Thu, Jun 12, 2014 at 2:44 PM, Rudra K  wrote:

> ** Hi, Could you help me here? Environment Details: OS – AIX Remedy
> version – 7.5 patch 1 DB - MS-SQL server In AIE console "Database Field
> Menu" link and buttons are disabled and getting below error "There are no
> Adapters installed on this machine. Please install one to enable Rule
> Helper Console Functionality" As per BMC_Knowledge Article, We have
> installed adapters on Windows machine and pointed it on AIX machine at the
> time of AIE installation. Please suggest some solution for how enable
> database field menu button on AIE console. Thanks and Regards, Rudra
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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How to enable SQL Adapters in AIE console for AIX Operating System

[Rudra K]

**
Hi,

Could you help me here?

Environment Details:

OS – AIX
Remedy version – 7.5 patch 1
DB - MS-SQL server


In AIE console "Database Field Menu" link and buttons are disabled and getting below error
"There are no Adapters installed on this machine. Please install one to enable Rule Helper Console Functionality"


As per BMC_Knowledge Article, We have installed adapters on Windows machine and pointed it on AIX machine at the time of 
AIE installation.

Please suggest some solution for how enable database field menu button on AIE console.


Thanks and Regards,
Rudra

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