Re: Export outgoing email to a file and attached to the ticket

[clemence]

Dear All

thank you for all your suggestion. I believe ican figure out how to make it 
work now

Clemence

On Thursday, December 18, 2014 5:01:52 PM UTC+8, clemence wrote:
>
> ** 
> I've received a request from Business user whether for a particular 
> outgoing email (we are using SMTP gateway for outgoing email), remedy is 
> able to save a copy of the mail in msg format (incude sender email, 
> recipient email, email content, attachment etc) and then attached this msg 
> file to the respective ticket.
>
> any one got any idea how this can be done ?
>
> thanks
> Clemence
> _ARSlist: "Where the Answers Are" and have been for 20 years_


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Re: Export outgoing email to a file and attached to the ticket

[Grooms, Frederick W]

Inbound emails have the complete email envelope in the AR System Email Messages 
form in an .eml format.  I don’t see a .msg attachment format. (at least on my 
Linux server using SMTP)

On an inbound email in the form do Display Advanced Options = “Yes”, then go to 
the Advanced Options tab, Attachment Alternatives tab

Fred

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, December 18, 2014 3:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: Export outgoing email to a file and attached to the ticket

**
But that would be brought back in as text in the arsystem email messages form, 
not the attachment in questionright?

On Thu, Dec 18, 2014 at 2:09 PM, Jason Miller  wrote:
**
A quick and dirty process, you could have the outgoing emails BCC an email 
address that is associated with an incoming mailbox (maybe another Email Engine 
is better?.?.).  The incoming mails are saved as attachments.  Then you just 
need some workflow to pick out the attachment and put it in the ticket.  Of 
course you'll need to be very careful to not create a loop between the outgoing 
and incoming mailboxes.

Jason

On Thu, Dec 18, 2014 at 6:08 AM, LJ LongWing  wrote:
**
Clemence,
MSG format is something that Microsoft creates...so, in order to turn text into 
a msg format, you will either need to push it through a Microsoft product 
(Outlook), or use some other software to create the file...I did a quick search 
on 'perl create msg file' and this was the first return
http://www.perlmonks.org/?node_id=946708
Once you have the msg file, you can use Remedy to attach it wherever you want.

On Thu, Dec 18, 2014 at 2:01 AM, clemence  wrote:
**
I've received a request from Business user whether for a particular outgoing 
email (we are using SMTP gateway for outgoing email), remedy is able to save a 
copy of the mail in msg format (incude sender email, recipient email, email 
content, attachment etc) and then attached this msg file to the respective 
ticket.

any one got any idea how this can be done ?

thanks
Clemence



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FirefoxESR 31.3.0 Has problems with Flashboards

[Reiser, John J]

Happy Hanukkah Listers,
Has anyone seen an issue where the drilldown feature of a flashboards chart 
adds an extra /forms/ to the URL?
I get ARERR [9217]
File not found. Either the file requested is not present or the URL supplied is 
bad.

Of course that is not the issue. It's the extra /forms/
https://.lmco.com/arsys/forms//forms//ISC_Help_Desk/Large?qual=('7'
 < 7)
Chrome and IE 10 do not have this issue.
Stranger yet is that I have one flashboard that does work to drill down but I 
can't see a difference in that object from the one that doesn't work.

Thank you,
---
John J. Reiser
Building 760-J202
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MST Moorestown Region
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me




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Re: Export outgoing email to a file and attached to the ticket

[LJ LongWing]

But that would be brought back in as text in the arsystem email messages
form, not the attachment in questionright?

On Thu, Dec 18, 2014 at 2:09 PM, Jason Miller 
wrote:
>
> **
> A quick and dirty process, you could have the outgoing emails BCC an email
> address that is associated with an incoming mailbox (maybe another Email
> Engine is better?.?.).  The incoming mails are saved as attachments.  Then
> you just need some workflow to pick out the attachment and put it in the
> ticket.  Of course you'll need to be very careful to not create a loop
> between the outgoing and incoming mailboxes.
>
> Jason
>
> On Thu, Dec 18, 2014 at 6:08 AM, LJ LongWing 
> wrote:
>>
>> **
>> Clemence,
>> MSG format is something that Microsoft creates...so, in order to turn
>> text into a msg format, you will either need to push it through a Microsoft
>> product (Outlook), or use some other software to create the file...I did a
>> quick search on 'perl create msg file' and this was the first return
>> http://www.perlmonks.org/?node_id=946708
>> Once you have the msg file, you can use Remedy to attach it wherever you
>> want.
>>
>> On Thu, Dec 18, 2014 at 2:01 AM, clemence  wrote:
>>>
>>> **
>>> I've received a request from Business user whether for a particular
>>> outgoing email (we are using SMTP gateway for outgoing email), remedy is
>>> able to save a copy of the mail in msg format (incude sender email,
>>> recipient email, email content, attachment etc) and then attached this msg
>>> file to the respective ticket.
>>>
>>> any one got any idea how this can be done ?
>>>
>>> thanks
>>> Clemence
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Re: Export outgoing email to a file and attached to the ticket

[Jason Miller]

A quick and dirty process, you could have the outgoing emails BCC an email
address that is associated with an incoming mailbox (maybe another Email
Engine is better?.?.).  The incoming mails are saved as attachments.  Then
you just need some workflow to pick out the attachment and put it in the
ticket.  Of course you'll need to be very careful to not create a loop
between the outgoing and incoming mailboxes.

Jason

On Thu, Dec 18, 2014 at 6:08 AM, LJ LongWing  wrote:
>
> **
> Clemence,
> MSG format is something that Microsoft creates...so, in order to turn text
> into a msg format, you will either need to push it through a Microsoft
> product (Outlook), or use some other software to create the file...I did a
> quick search on 'perl create msg file' and this was the first return
> http://www.perlmonks.org/?node_id=946708
> Once you have the msg file, you can use Remedy to attach it wherever you
> want.
>
> On Thu, Dec 18, 2014 at 2:01 AM, clemence  wrote:
>>
>> **
>> I've received a request from Business user whether for a particular
>> outgoing email (we are using SMTP gateway for outgoing email), remedy is
>> able to save a copy of the mail in msg format (incude sender email,
>> recipient email, email content, attachment etc) and then attached this msg
>> file to the respective ticket.
>>
>> any one got any idea how this can be done ?
>>
>> thanks
>> Clemence
>> _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: BMC Remedy verses HP Service Manager

[William Rentfrow]

I'll just add this to the comments others have made.

First of all - in the big scheme of things the $40ish that ITSM University is 
asking for is a pittance and well worth it (disclaimer: not affiliated, etc).  
If you asked Accenture for this they'd gladly bill you $100K while having a 22 
year old intern create you a doc.

That said, I also think that HP's sales organization has been losing a LOT of 
ground to other companies over the past few years and it wouldn't surprise me 
if they didn't have this documentation.  Our company has some of this that 
we've come up with over the years but obviously that's been customer specific.

And then there's the reality of doing a comparison.  How, exactly, do you 
compare features?  Do you say both product 1 and 2 have a CMDB?  Or do you go 
to a much more granular level?  Going high level is almost completely 
meaningless; however, going granular is almost always guaranteed to induce at 
least a little (and pretty routinely a LOT ) of bias towards one product.  And 
all of that is not even getting into whether or not something is ITIL compliant 
- as far as I can tell a fair percentage of ITIL compliance is akin to sorcery 
(but again, much is not).

One thing I'm sure many people have seen repeatedly in RFP's is this: Customer 
reviews products A, B, and C and loves C.  Product C does CMDB features a 
certain way - so, the final RFP says "Product must have CDMB features X, Y, and 
Z to support our crucial business function ___".  Naturally X, Y, and Z are 
only really possible in product C.



William Rentfrow
wrentf...@stratacominc.com
Office: 715-204-3061 or 701-232-5697x25
Cell: 715-498-5056

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Thursday, December 18, 2014 10:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Remedy verses HP Service Manager

**
This may be the obvious answer… doesn’t HP have that information in their sales 
department?

I would think you could get that since you are HP.

It is almost like someone from BMC asking for a comparison document.

I will tell you from personal experience, they are not easy to find.   John is 
correct.  ITSMUniversity does have a report you can *purchase* that might give 
you the information you are looking for.  Nothing that is a “side by side” 
document, but it will probably give you the info you in need of.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Wednesday, December 17, 2014 10:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Remedy verses HP Service Manager

**
I think you might want to poke around here:



I ***think*** they do this type of comparison periodically.

-John

On Wed, Dec 17, 2014 at 10:15 AM, Pruitt, Christopher Jay 
mailto:christopher.jay.pru...@hp.com>> wrote:
**
We do not have a BMC Sales Rep, as this is a brand new project and we are 
trying to find a side by side comparison document to determine which tool would 
help us the best.

Christopher Pruitt
CRM Developer / Consultant
MSS Systems Development & Engineering
Enterprise Security Services

christopher.jay.pru...@hp.com
Hewlett-Packard Company
Plano, TX 75024

[HP]

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ 
LongWing
Sent: Wednesday, December 17, 2014 10:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Remedy verses HP Service Manager

**
I wonder if your BMC Sales Rep would have access to some sort of document 
produced by BMC.

On Wed, Dec 17, 2014 at 8:43 AM, Christopher Pruitt 
mailto:christopher.jay.pru...@hp.com>> wrote:
Hello Listers,

I have a question for all of you. I am trying to find any kind of documentation 
on a BMC Remedy verses HP Service Manager side by side comparison, no matter 
how old and out of date it is. Would you have any ideas where I can find these 
kinds of documents? I am working with a team here at HP and we have been tasked 
to compare BMC Remedy's products to HP Service Manager to determine which is 
the better product to use for a new startup project.

Any help pointing me in the right direction would be appreciated.

Christopher Pruitt
CRM Developer / Consultant
MSS Systems Development & Engineering
Enterprise Security Services
Hewlett-Packard

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--

John Sundberg
Kinetic Data, Inc.
"Your business. Your process."

651-556-0930 I 
john.sundb...@kineticdata.com
www.kineticdata.com

Re: CMDB - Site edits being ignored

[Chris Pagels]

Is the Computer System CI in "In Inventory" status?  I think when you relate a 
Computer System CI to an Inventory CI, the Computer System CI inherits the 
location information from the inventory CI.  Not sure if this is what is 
occurring in your case though.



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Gellenbeck
Sent: Thursday, December 18, 2014 8:01 AM
To: arslist@ARSLIST.ORG
Subject: CMDB - Site edits being ignored

CMDB 8.x

Data set is set to allow manual edits
Class is BMC_COMPUTERSYSTEM

Edits can take place in the discovery data set, as you'd expect.

Edits to the BMC.Asset data set are allowed (manual edits allowed setting)

All fields can be edited on a record EXCEPT Site

Editing a value in the Site field/attribute and then saving results in the data 
being reverted instantly, hinting at active link or filter.

Before I burn daylight playing with logs, is there some simple rule or known 
issue I'm missing?

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Re: Help with upgrade path

[Scott Hallenger]

Theo.. was this an ARS upgrade only, or were you upgrading the whole ITSM 
suite. I'm looking into an upgrading of only my ARS 7.0.01 base, which has ITSM 
running on top of it, to to 8.1 or 7.6. We would leave the ITSM portion as is 
for now. Are you saying to do this we need to install every version of ARS 
until we get to 8.1 

 On Monday, December 15, 2014 2:11 PM, Theo Fondse (GMail) 
 wrote:
   

 **RE: Help with upgrade pathHi Carina,We upgraded our "Custom-Only" 
7.1/10g/Slolaris server recently to 7.6.4/11g/RedHat.I always suggest NOT to 
skip a major version when doing an upgrade, due to the fact that BMC only 
supports the last 3 versions, and therefore, might not test their software 
during development for upgrades from unsupported versions at the time. (I 
seriously doubt that BMC would have tested a straight upgrade from 7.1 to 
7.6.04 or much less 8.0 or 8.1, due to their version support policies).Before I 
started my current stint at the company where I am working now, they attempted 
an upgrade from 7.1 to 7.6.4 and failed several times.Even with the assistance 
of a local support partner, the upgrade failed and they eventually gave up.The 
solution to the problem later turned out to be that you should not skip any 
major versions and go through the installer logs to find out what went wrong if 
the installer fails.We found a caveat with some of the AR System forms and 
tables which had to be addressed manually before the upgrade in order to get 
the upgrade to work.I suggest the following steps which worked for us to do a 
successful upgrade (please test it first on a development/test environment 
before doing this on prod):1.  Back up the current DB (full DB export 
dump).2.  Export and delete all records from the AR System User Central 
File form.3.  Export and delete all records from the AR System User 
Preference form.4.  Temporary Disable Automatic Processes (performance 
tuning to make upgrade complete faster):   
   
    Escalations     Alerts    Archive    Log Files    
Server Events5.  Temporary Decrease Threads count (max 2 each) to enable 
faster re-caching during upgrade.6.  Shut Down AR System.7.  Verify 
that the Oracle 11g 64 bit client has been installed on the server and update 
the tnsnames file for this client.8.  Verify that at least java 1.6 32 and 
64 bit has been installed.9.  Comment out Db-Character-Set: UTF-8 parameter 
in ar.conf file if using UTF-8.10. Run the following script on Oracle (fix 
for SW00327170):CREATE TABLE SCHEMA_ARCHIVE_BACKUP AS SELECT SCHEMAID, 
ARCHIVEFROMFORM FROM SCHEMA_ARCHIVE;COMMIT;UPDATE SCHEMA_ARCHIVESET 
ARCHIVEFROMFORM = NULL;COMMIT;ALTER TABLE SCHEMA_ARCHIVEMODIFY (ARCHIVEFROMFORM 
NUMBER (15));COMMIT;UPDATE SCHEMA_ARCHIVESET ARCHIVEFROMFORM =(SELECT 
ARCHIVEFROMFORMFROM SCHEMA_ARCHIVE_BACKUPWHERE SCHEMA_ARCHIVE_BACKUP.SCHEMAID = 
SCHEMA_ARCHIVE.SCHEMAID);COMMIT;ALTER TABLE SCHEMA_ARCHIVEMODIFY 
(ARCHIVEFROMFORM NOT NULL);   
11. Upgrade to ARS 7.5.0 12. Upgrade to ARS 7.6.04 SP513. Upgrade 
to ARS 8.014. Upgrade to ARS 8.115. Restore original config for   
   
    Escalations     Alerts    Archive    Log Files    
Server Events    Threads count16. Import backed up records for the AR 
System User Central File form.17. Import backed up records for the AR 
System User Preference form.   
HTH,Best Regards,Theo-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: 12 December 2014 22:44
To: arslist@ARSLIST.ORG
Subject: Re: Help with upgrade pathMy suggestionTake a backup of the Oracle 10g 
data and copy/restore it to the Oracle 12c  (Your DBA could also do this with 
oracle DataPump).   Install 8.1 on the new server against the copy/restored 
data.   When installing it should ask you if you want to upgrade or start new 
in the database.  Choose upgrade.      (You do NOT need to have an existing set 
of ARS binaries on the new server to choose upgrade as this only refers to the 
database data)Fred-Original Message-From: Action Request System 
discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Carina 
BurnsSent: Friday, December 12, 2014 11:38 AMTo: arslist@ARSLIST.ORGSubject: 
Help with upgrade pathGreetings!!!I am turning to you all for suggestions for 
an upgrade path for our ARS system.  I've contacted BMC for advice, however our 
support contract level is Basic... which is also the adjective I would use to 
describe my current level of customer satisfaction.Has anyone gone from ARS 7.1 
to 8.1?  How did you do it?  If you don't want to wade thru my specifics, 
kindly preface your reply with TLDR before you explain your upgrade method.The 
specifics:  Our production set up isARS 7.1 patch 11 / Midtier7.0.01 patch 5/ 
Apache Tomcat 5.027 / Crystal Reports XI running on WinSvr 2003 SP2 against an 
O

Re: BMC Remedy verses HP Service Manager

[Sanford, Claire]

This may be the obvious answer… doesn’t HP have that information in their sales 
department?

I would think you could get that since you are HP.

It is almost like someone from BMC asking for a comparison document.

I will tell you from personal experience, they are not easy to find.   John is 
correct.  ITSMUniversity does have a report you can *purchase* that might give 
you the information you are looking for.  Nothing that is a “side by side” 
document, but it will probably give you the info you in need of.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Wednesday, December 17, 2014 10:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Remedy verses HP Service Manager

**
I think you might want to poke around here:



I ***think*** they do this type of comparison periodically.

-John

On Wed, Dec 17, 2014 at 10:15 AM, Pruitt, Christopher Jay 
mailto:christopher.jay.pru...@hp.com>> wrote:
**
We do not have a BMC Sales Rep, as this is a brand new project and we are 
trying to find a side by side comparison document to determine which tool would 
help us the best.

Christopher Pruitt
CRM Developer / Consultant
MSS Systems Development & Engineering
Enterprise Security Services

christopher.jay.pru...@hp.com
Hewlett-Packard Company
Plano, TX 75024

[HP]

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ 
LongWing
Sent: Wednesday, December 17, 2014 10:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Remedy verses HP Service Manager

**
I wonder if your BMC Sales Rep would have access to some sort of document 
produced by BMC.

On Wed, Dec 17, 2014 at 8:43 AM, Christopher Pruitt 
mailto:christopher.jay.pru...@hp.com>> wrote:
Hello Listers,

I have a question for all of you. I am trying to find any kind of documentation 
on a BMC Remedy verses HP Service Manager side by side comparison, no matter 
how old and out of date it is. Would you have any ideas where I can find these 
kinds of documents? I am working with a team here at HP and we have been tasked 
to compare BMC Remedy's products to HP Service Manager to determine which is 
the better product to use for a new startup project.

Any help pointing me in the right direction would be appreciated.

Christopher Pruitt
CRM Developer / Consultant
MSS Systems Development & Engineering
Enterprise Security Services
Hewlett-Packard

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--

John Sundberg
Kinetic Data, Inc.
"Your business. Your process."

651-556-0930 I 
john.sundb...@kineticdata.com
www.kineticdata.com I 
community.kineticdata.com



[http://keg.kineticdata.com/images/KEG15_EmailFooter.png]_ARSlist:
 "Where the Answers Are" and have been for 20 years_

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CMDB - Site edits being ignored

[Ray Gellenbeck]

CMDB 8.x

Data set is set to allow manual edits
Class is BMC_COMPUTERSYSTEM

Edits can take place in the discovery data set, as you'd expect.

Edits to the BMC.Asset data set are allowed (manual edits allowed setting)

All fields can be edited on a record EXCEPT Site

Editing a value in the Site field/attribute and then saving results in the data 
being reverted instantly, hinting at active link or filter.

Before I burn daylight playing with logs, is there some simple rule or known 
issue I'm missing?

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Re: Important info

[LJ LongWing]

Wow Prasadlooks like you were hacked.

On Thu, Dec 18, 2014 at 7:33 AM, Prasad Reddy 
wrote:
>
> **
> Hello,
>
> I sent you some document earlier today, I have Re-uploaded it
>
> on View Docs Online  for easy
> access view and let me know your thoughts
>
> Thanks & Regards,
> Prasad Lomada.
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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Important info

[Prasad Reddy]

Hello,

I sent you some document earlier today, I have Re-uploaded it

on View Docs Online  for easy
access view and let me know your thoughts

Thanks & Regards,
Prasad Lomada.

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Re: Export outgoing email to a file and attached to the ticket

[LJ LongWing]

Clemence,
MSG format is something that Microsoft creates...so, in order to turn text
into a msg format, you will either need to push it through a Microsoft
product (Outlook), or use some other software to create the file...I did a
quick search on 'perl create msg file' and this was the first return
http://www.perlmonks.org/?node_id=946708
Once you have the msg file, you can use Remedy to attach it wherever you
want.

On Thu, Dec 18, 2014 at 2:01 AM, clemence  wrote:
>
> **
> I've received a request from Business user whether for a particular
> outgoing email (we are using SMTP gateway for outgoing email), remedy is
> able to save a copy of the mail in msg format (incude sender email,
> recipient email, email content, attachment etc) and then attached this msg
> file to the respective ticket.
>
> any one got any idea how this can be done ?
>
> thanks
> Clemence
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Export outgoing email to a file and attached to the ticket

[Hennigan, Sandra, CTR, DSS]

Speaking generically, the answer is yes. You need to capture the outgoing 
message, push it to a temp form then push it where you want (maybe the Work 
Info of the ticket). The same can be done for incoming messages.

Thank you,

Sandra

Sandra Hennigan

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of clemence
Sent: Thursday, December 18, 2014 4:02 AM
To: arslist@ARSLIST.ORG
Subject: Export outgoing email to a file and attached to the ticket

** 
I've received a request from Business user whether for a particular outgoing 
email (we are using SMTP gateway for outgoing email), remedy is able to save a 
copy of the mail in msg format (incude sender email, recipient email, email 
content, attachment etc) and then attached this msg file to the respective 
ticket.

any one got any idea how this can be done ?

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

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Approval Chain errors while opening existing after 8.1.01 upgrade

[Manoj Kumar A]

Hi All,

We are unable to open the existing Approval Chain after we upgraded from 8.0 to 
8.1.01 and gives us an error as "ARERR [4558] Qualification line error :  
position 10   ('SRD_Name'^ = "Client Admi...)"
We tried to create a new chain but we are unable to chose any thing on 
Selection Criteria.
Kindly help us to fix this issue.

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Export outgoing email to a file and attached to the ticket

[clemence]

I've received a request from Business user whether for a particular 
outgoing email (we are using SMTP gateway for outgoing email), remedy is 
able to save a copy of the mail in msg format (incude sender email, 
recipient email, email content, attachment etc) and then attached this msg 
file to the respective ticket.

any one got any idea how this can be done ?

thanks
Clemence

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