Re: Smart IT Impact, Urgency and Status Menu not working

[vaibhav wadekar]

There is hotfix available for this issue. Can you tell me the request
number you submitted with support. I will send you the hotfix via ticket.

Regards,
Vaibhav
On Feb 27, 2015 3:33 AM, "BradRemedy"  wrote:

> **
> Hi All
>
> I have Smart IT installed against ITSM 8.1. The installation went through
> with no errors and all looks pretty good.
>
> However, I am having a small problem where if I want to create a new
> incident on the Smart IT console that the Urgency, Impact and status drop
> down fields are not showing any values.
>
> I did find a article on the BMC communities site (
> https://communities.bmc.com/message/489763#489763) which I have been
> through and applied the hot fix however the problem is still happening.
>
> I have escalated this to BMC Support, however I wanted to know if you guys
> had any ideas / or if anyone else was having a similar problem on their
> side?
>
> Any suggestions would be appreciated.
>
> Thanks in advance.
>
> Cheers
> Brad
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: RIP: Leonard Nimoy

[Jason Miller]

I am certainly enjoying it...
On Feb 27, 2015 4:30 PM, "Joe D'Souza"  wrote:

> **
>
> I just heard that too on CNN.  Along with a lot of other depressing news.
> Makes me sometimes wonder if it really is that bad to not stay informed
> about current affairs. Ignorance is sometimes bliss..
>
>
>
> Joe
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *richard@bwc.state.oh.us
> *Sent:* Friday, February 27, 2015 1:46 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: RIP: Leonard Nimoy
>
>
>
>
>
> A second lesson is that he passed away from COPD from smoking….
>
>
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Richter, Howard (CEI - Atlanta)
> *Sent:* Friday, February 27, 2015 1:44 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* RIP: Leonard Nimoy
>
>
>
> **
>
> All,
>
>
>
> For those who watched Star Trek as a kid and thought that the future the
> show was showing, was what future generations would be living. This is a
> sad day.
>
>
>
> I have always wonder how many of our scientists, engineers and others, got
> their starts because of adventures of Spock, Jim Kirk and the rest of the
> crew of the USS Enterprise.
>
>
>
> One of Mr. Nimoy’s last quotes was “A life is like a garden. Perfect
> moments can be had, but not preserved, except in memory”
>
>
>
> "He's not really dead as long as we remember him." -- Dr. McCoy, Star Trek
> II -- The Wrath of Khan. RIP.
>
>
>
> With that said, I do hope we all “Live Long and Prosper”.
>
>
>
>
>
>
>
> *Howard Richter, Senior Remedy Administrator*
>
> 6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524
>
> Email = howard.rich...@coxinc.com
>
>
>
> [image: ecm_036069_email]
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> Portions of this message may be confidential under an exemption to Ohio's
> public records law or under a legal privilege. If you have received this
> message in error or due to an unauthorized transmission or interception,
> please delete all copies from your system without disclosing, copying, or
> transmitting this message. Portions of this message may be confidential
> under an exemption to Ohio's public records law or under a legal privilege.
> If you have received this message in error or due to an unauthorized
> transmission or interception, please delete all copies from your system
> without disclosing, copying, or transmitting this message.
>  _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: RIP: Leonard Nimoy

[Joe D'Souza]

I just heard that too on CNN.  Along with a lot of other depressing news.
Makes me sometimes wonder if it really is that bad to not stay informed
about current affairs. Ignorance is sometimes bliss..

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of richard@bwc.state.oh.us
Sent: Friday, February 27, 2015 1:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: RIP: Leonard Nimoy

 

 

A second lesson is that he passed away from COPD from smoking..

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Friday, February 27, 2015 1:44 PM
To: arslist@ARSLIST.ORG
Subject: RIP: Leonard Nimoy

 

** 

All,

 

For those who watched Star Trek as a kid and thought that the future the
show was showing, was what future generations would be living. This is a sad
day.

 

I have always wonder how many of our scientists, engineers and others, got
their starts because of adventures of Spock, Jim Kirk and the rest of the
crew of the USS Enterprise. 

 

One of Mr. Nimoy's last quotes was "A life is like a garden. Perfect moments
can be had, but not preserved, except in memory"

 

"He's not really dead as long as we remember him." -- Dr. McCoy, Star Trek
II -- The Wrath of Khan. RIP.

 

With that said, I do hope we all "Live Long and Prosper".

 

 

 

Howard Richter, Senior Remedy Administrator

6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524  

Email = howard.rich...@coxinc.com

 

ecm_036069_email

 

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

Portions of this message may be confidential under an exemption to Ohio's
public records law or under a legal privilege. If you have received this
message in error or due to an unauthorized transmission or interception,
please delete all copies from your system without disclosing, copying, or
transmitting this message. Portions of this message may be confidential
under an exemption to Ohio's public records law or under a legal privilege.
If you have received this message in error or due to an unauthorized
transmission or interception, please delete all copies from your system
without disclosing, copying, or transmitting this message. 

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

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"Where the Answers Are, and have been for 20 years"

JOB: Remedy ITSM Admin & Developer Opportunities at ActioNet

[Eric Chasteen]

Hello Listers,

I have several career opportunities available for BMC Remedy ITSM
Administrators and Custom Developers in Virginia, Colorado and work from
home. Full time with salary, benefits, training and innovative client
projects. E-mail resumes to echast...@actionet.com.  Must be US citizen and
US government security clearable.


Regards,

Eric Chasteen

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Re: ADV: Meta-Archive Product Announcement: ITSM Archiving

[Ben Chernys]

It's hard to speculate on something that I haven't seen yetJ

 

However, I expect that one difference will be that it won't work on older 
servers such as 7.6.04 which will have a lot of data needing archiving.  

 

A further difference is that this solution is entirely adaptable.  In addition 
to, or instead of, writing to archive forms, output can be to the file system, 
an SQL database, a different server,  etc.  

 

Meta-Archive also generates spreadsheets such as “root requests not archived 
due to association constraints” which can be emailed to the appropriate 
department heads.

 

I also expect it won't have the granularity offered by Meta-Archive in both 
archiving as well as associations checking.  Meta-Archive can do different ages 
for different customers and different “classes” of tickets.

 

It probably also won't have the granularity of Meta-Archive’s run automation 
(job management) which can be used on different servers.

 

As soon as I do see Release 9, I am sure I will be able better to comment on 
differences.

 


Cheers,

Ben Chernys
Senior Software Architect
logoSthInc-sm  

Canada / Deutschland
Mobile:  +49 171 380 2329GMT + 1 + [ DST ]
Email: 
ben.cher...@softwaretoolhouse.com
Web:   www.softwaretoolhouse.com

We are a BMC Technology Alliance Partner

 

 

Check out Software Tool House's free Diary Editor and our  Freebies Section for 
ITSM Forms and Fields spreadsheet.

Meta-Update, our premium ARS Data tool, lets you automate your imports, 
migrations, in no time at all, without programming, without staging forms, 
without merge workflow. 

 

Meta-Archive does ITSM Archiving your way: with your forms and your 
multi-tenant rules, treating each root request as the tree of data and forms 
that it is it is.

 

Pre ITSM 7.6.04?  Clarify?  Roll your own?  No problem!

You can keep your valuable data!


  http://www.softwaretoolhouse.com/  

 

 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jamie
Sent: February-27-15 10:57
To: arslist@ARSLIST.ORG
Subject: Re: ADV: Meta-Archive Product Announcement: ITSM Archiving

 

Good thread going.  Looking back at the original post, I wonder if there will 
be a difference between the OOB archiving BMC Is working on for ITSM 9.0 and 
the solution Ben has provided.

 

___

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www.arslist.org "Where the Answers Are, and have been for 20 years"


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smime.p7s
Description: S/MIME cryptographic signature

Re: RIP: Leonard Nimoy

[richard....@bwc.state.oh.us]

A second lesson is that he passed away from COPD from smoking


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Friday, February 27, 2015 1:44 PM
To: arslist@ARSLIST.ORG
Subject: RIP: Leonard Nimoy

**
All,

For those who watched Star Trek as a kid and thought that the future the show 
was showing, was what future generations would be living. This is a sad day.

I have always wonder how many of our scientists, engineers and others, got 
their starts because of adventures of Spock, Jim Kirk and the rest of the crew 
of the USS Enterprise.

One of Mr. Nimoy's last quotes was "A life is like a garden. Perfect moments 
can be had, but not preserved, except in memory"

"He's not really dead as long as we remember him." -- Dr. McCoy, Star Trek II 
-- The Wrath of Khan. RIP.

With that said, I do hope we all "Live Long and Prosper".



Howard Richter, Senior Remedy Administrator
6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524
Email = howard.rich...@coxinc.com

[ecm_036069_email]

_ARSlist: "Where the Answers Are" and have been for 20 years_
Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message. Portions of this message may be confidential under an exemption 
to Ohio's public records law or under a legal privilege. If you have received 
this message in error or due to an unauthorized transmission or interception, 
please delete all copies from your system without disclosing, copying, or 
transmitting this message.

___
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"Where the Answers Are, and have been for 20 years"

RIP: Leonard Nimoy

[Richter, Howard (CEI - Atlanta)]

All,

For those who watched Star Trek as a kid and thought that the future the show 
was showing, was what future generations would be living. This is a sad day.

I have always wonder how many of our scientists, engineers and others, got 
their starts because of adventures of Spock, Jim Kirk and the rest of the crew 
of the USS Enterprise.

One of Mr. Nimoy's last quotes was "A life is like a garden. Perfect moments 
can be had, but not preserved, except in memory"

"He's not really dead as long as we remember him." -- Dr. McCoy, Star Trek II 
-- The Wrath of Khan. RIP.

With that said, I do hope we all "Live Long and Prosper".



Howard Richter, Senior Remedy Administrator
6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524
Email = howard.rich...@coxinc.com

[ecm_036069_email]


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Re: ADV: Meta-Archive Product Announcement: ITSM Archiving

[Jamie]

Good thread going.  Looking back at the original post, I wonder if there will 
be a difference between the OOB archiving BMC Is working on for ITSM 9.0 and 
the solution Ben has provided.

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Re: Server Group question....

[richard....@bwc.state.oh.us]

Thanks! This is exactly what I needed. I did go over all that's in the manuals 
- it's what isn't in the manuals that
I was hoping to find out - the "gotchas" 

Thank you very much for your advice and suggestions!!



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Friday, February 27, 2015 11:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server Group question

**
Since you do not have a load balancer in front of it , you probably don't want 
to make a server group.

Making it into a server group is pretty easy - there's step by step directions 
in the docs. Basically you do this:


1.   Change the server alias to your server group name - this should match 
the load balancer name.

2.   Add IP-Name entries for every possible name/ip the server could know 
itself as - so the IP of each all servers, FWDN and short name of all servers, 
and the load balancer and IP.

3.   Check the "Server Group Member" checkbox in the config tab of AR admin 
of all servers

4.   You can ignore the "server group name" under the advanced tab - this 
is no longer used

5.   Shut down all the servers except the admin server

6.   Configure the entries in the AR Server Group Operation Ranking form.  
Each operation should have an entry for each server and a rank (in your case) 
of 1 or 2.  You'd probably want to keep all of them 1 for your old server and 2 
for your new server.

7.   Shut down the admin server

8.   Restart the admin server.  When it is up completely restart all other 
servers

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 
richard@bwc.state.oh.us
Sent: Friday, February 27, 2015 9:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server Group question

**
No load balancers. Testers will be accessing them directly through different 
dns names. Butsince the 2003 server was
created as a standalone server (i.e. NOT in a server group...) how can I now 
make it into a server group member? Do I need
to reinstall it as an actual server group and server group member or can I 
change something in the ar.cfg file or... to
make it into a server in a server group? Since the forms, permissions, etc. are 
all contained in the sql database this would
be the easiest way to create the new system (parallel the 2003 with the 2012 
and then just shut down the 2003 after testing
and verification).



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Friday, February 27, 2015 10:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server Group question

**
Are you going to put the servers behind a load balancer? Or are they going 
directly to the servers?

You could put them in a server group at least temporarily  - this will prevent 
servers from stepping on each other's toes.  Make sure you define the entries 
in the Server Group Operation Ranking form and take care of the naming (server 
group name, IP-Name entries in ar.conf, etc). The docs cover this pretty well.

Barring  that, you can disable escalations, SLM Business Rules engine, and 
admin operations on one server (double check the docs in case I missed 
anything).  That will prevent the servers from colliding on the automatic tasks.

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 
richard@bwc.state.oh.us
Sent: Friday, February 27, 2015 9:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server Group question

**
We currently have our AR/Midtier on 2003 servers. They're going out of support 
so we want to move the AR/Midtier
system to 2012 servers. Midtier won't present any problems. I'd like to not 
have to define a new database and move
all the data to a new database server.  So, if we can set up an AR system on a 
2012 server, share the database and
after test just shut off the 2003 AR server that would be ideal. Having both 
servers active until that time would allow
users to do testing on the 2003 server and the 2012 server at the same time - 
we hope



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Friday, February 27, 2015 10:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server Group question

**
I've had a lot of experience with these.

First - what problem are  you trying to solve by adding a server?

William Rentfrow
wrentf...@stratacominc.com

Re: Yet another tenancy question...

[William Rentfrow]

Well, I did find this right after I submitted that:

https://docs.bmc.com/docs/display/public/brid81/Update+to+the+multi-tenancy+model

which says this:

The update to the multi-tenancy model addresses issues related to row-level 
security on the Company ID field (Field ID 112) and Vendor Assignee field 
(Field ID 60900), which were inaccurately set on the following forms:

  *   Main application transactional forms; for example, Help Desk, Problem, 
and Change
  *   Multi-tenant aware child forms of the main application transactional 
forms; for example, Assignment Log and Impacted Areas
  *   Join forms related to the forms mentioned in the preceding two bullets; 
for example, HPD:HelpDeskAssignmentLogJoin and CHG:CostAssociationJoin


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 Carl Wilson
Sent: Friday, February 27, 2015 10:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: Yet another tenancy question...

**
Hi,
This is working as expected.
As you mentioned, Multi-tenancy is based on either of those fields on an 
Incident so as long as you have membership to one of the Group ID's you will 
see the Incident.
So if Support Group 1 has access to the Customer "common" Company, then they 
would see all requests, same for Support Group 2, etc as tenancy is done at the 
Company level.

To separate out this there is the concept of "Supporting Companies" introduced 
I think around version 7.6 where you can have a Support Company work a request 
(Assignment) without the need to give them full Company access and they only 
see those requests - however I believe this uses the Vendor fields to control 
access so can be somewhat tricky to setup.  You could not have the "common" 
Company for the People though as the above still applies.



Kind Regards,

Carl Wilson

http://www.missingpiecessoftware.com/

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: 27 February 2015 15:42
To: arslist@ARSLIST.ORG
Subject: Yet another tenancy question...

**
Hi all-

ARS 8.1.02, ITSM 8.1, etc - totally Remedy workflow question - architecture 
doesn't matter.


We are doing a test configuration on our dev server trying to configure 
multi-tenancy as follows:



1.) All People records belong to a company "MyCompany"

2.) Support users are in a company for their business unit, e.g. "Group 1, 
Group 2, etc".  To be very clear, these are defined as separate companies - 
they are NOT under "MyCompany".

3.) We do not have unrestricted access turned on for anyone. - so if an 
incident is assigned to Group 1 we do not want Group 2 to be able to see it at 
all.



The entire point of doing the above setup is to have one copy of each people 
record shared among everyone - otherwise the only real option is to load a 
separate copy of the people record for every defined company - and we're 
talking about millions of records in that instance.  All of those would have to 
get updated weekly in order to keep things up to date, so that's kind of a 
non-starter.



Or we could customize multi-tenancy, which seems like path fraught with peril...



The tenancy documentation I read says that tenancy and row level security is 
based off of three things in 8.1: Customer Company for field 112, Support 
Company on field 60900, and Vendor Assignee groups.



I was under the impression that permissions were additive - so, if there was a 
value in any of those three fields your People profile had to match all of them 
for you to be able to see the incident.



I checked the permissions on Entry ID (Field 1) in HPD:Help Desk and they match 
this as advertised (Unrestricted access membership is also one of the 
permission groups for field one but no one is defined as unrestricted in my 
test setup).  The problem is I don't think it's working right.  The value that 
gets set for field 112 is the value of the customer's company, NOT the assigned 
group's company.  Having the incident assigned to a group under a separate 
company has no real effect on anything. I checked the data and the field 60900 
is filled in with the correct value of the Group entry that matches the 
assigned support company.



Consequently, anyone can see all of the incidents, regardless of what company 
they are in.



How do we go about getting this to work?  Is it supposed to work how we want 
it, or is that a customization? All of the docs I read make me think it should 
work this way.



I'm not even 100% sure anything is broken.  I opened an issue with support too 
and I'm waiting to hear what they think.


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

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

Re: Server Group question....

[William Rentfrow]

Since you do not have a load balancer in front of it , you probably don't want 
to make a server group.

Making it into a server group is pretty easy - there's step by step directions 
in the docs. Basically you do this:


1.   Change the server alias to your server group name - this should match 
the load balancer name.

2.   Add IP-Name entries for every possible name/ip the server could know 
itself as - so the IP of each all servers, FWDN and short name of all servers, 
and the load balancer and IP.

3.   Check the "Server Group Member" checkbox in the config tab of AR admin 
of all servers

4.   You can ignore the "server group name" under the advanced tab - this 
is no longer used

5.   Shut down all the servers except the admin server

6.   Configure the entries in the AR Server Group Operation Ranking form.  
Each operation should have an entry for each server and a rank (in your case) 
of 1 or 2.  You'd probably want to keep all of them 1 for your old server and 2 
for your new server.

7.   Shut down the admin server

8.   Restart the admin server.  When it is up completely restart all other 
servers

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 richard@bwc.state.oh.us
Sent: Friday, February 27, 2015 9:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server Group question

**
No load balancers. Testers will be accessing them directly through different 
dns names. Butsince the 2003 server was
created as a standalone server (i.e. NOT in a server group...) how can I now 
make it into a server group member? Do I need
to reinstall it as an actual server group and server group member or can I 
change something in the ar.cfg file or... to
make it into a server in a server group? Since the forms, permissions, etc. are 
all contained in the sql database this would
be the easiest way to create the new system (parallel the 2003 with the 2012 
and then just shut down the 2003 after testing
and verification).



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Friday, February 27, 2015 10:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server Group question

**
Are you going to put the servers behind a load balancer? Or are they going 
directly to the servers?

You could put them in a server group at least temporarily  - this will prevent 
servers from stepping on each other's toes.  Make sure you define the entries 
in the Server Group Operation Ranking form and take care of the naming (server 
group name, IP-Name entries in ar.conf, etc). The docs cover this pretty well.

Barring  that, you can disable escalations, SLM Business Rules engine, and 
admin operations on one server (double check the docs in case I missed 
anything).  That will prevent the servers from colliding on the automatic tasks.

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 
richard@bwc.state.oh.us
Sent: Friday, February 27, 2015 9:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server Group question

**
We currently have our AR/Midtier on 2003 servers. They're going out of support 
so we want to move the AR/Midtier
system to 2012 servers. Midtier won't present any problems. I'd like to not 
have to define a new database and move
all the data to a new database server.  So, if we can set up an AR system on a 
2012 server, share the database and
after test just shut off the 2003 AR server that would be ideal. Having both 
servers active until that time would allow
users to do testing on the 2003 server and the 2012 server at the same time - 
we hope



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Friday, February 27, 2015 10:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server Group question

**
I've had a lot of experience with these.

First - what problem are  you trying to solve by adding a server?

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 
richard@bwc.state.oh.us
Sent: Friday, February 27, 2015 9:20 AM
To: arslist@ARSLIST.ORG
Subject: Server Group question

**

I'd like to ask a question - I've read the config/install manuals and didn't 
find a good definite answer in them.

We have a 7.6.04 system with an AR server, a mid-tier ser

Re: Yet another tenancy question...

[Carl Wilson]

Hi,

This is working as expected.

As you mentioned, Multi-tenancy is based on either of those fields on an
Incident so as long as you have membership to one of the Group ID's you will
see the Incident.  

So if Support Group 1 has access to the Customer "common" Company, then they
would see all requests, same for Support Group 2, etc as tenancy is done at
the Company level.

 

To separate out this there is the concept of "Supporting Companies"
introduced I think around version 7.6 where you can have a Support Company
work a request (Assignment) without the need to give them full Company
access and they only see those requests - however I believe this uses the
Vendor fields to control access so can be somewhat tricky to setup.  You
could not have the "common" Company for the People though as the above still
applies.

 

  _  

 

Kind Regards,

 

Carl Wilson

 

http://www.missingpiecessoftware.com/

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: 27 February 2015 15:42
To: arslist@ARSLIST.ORG
Subject: Yet another tenancy question...

 

** 

Hi all-

 

ARS 8.1.02, ITSM 8.1, etc - totally Remedy workflow question - architecture
doesn't matter.

 

We are doing a test configuration on our dev server trying to configure
multi-tenancy as follows:

 

1.) All People records belong to a company "MyCompany"

2.) Support users are in a company for their business unit, e.g. "Group 1,
Group 2, etc".  To be very clear, these are defined as separate companies -
they are NOT under "MyCompany".

3.) We do not have unrestricted access turned on for anyone. - so if an
incident is assigned to Group 1 we do not want Group 2 to be able to see it
at all.

 

The entire point of doing the above setup is to have one copy of each people
record shared among everyone - otherwise the only real option is to load a
separate copy of the people record for every defined company - and we're
talking about millions of records in that instance.  All of those would have
to get updated weekly in order to keep things up to date, so that's kind of
a non-starter.

 

Or we could customize multi-tenancy, which seems like path fraught with
peril...

 

The tenancy documentation I read says that tenancy and row level security is
based off of three things in 8.1: Customer Company for field 112, Support
Company on field 60900, and Vendor Assignee groups.  

 

I was under the impression that permissions were additive - so, if there was
a value in any of those three fields your People profile had to match all of
them for you to be able to see the incident.

 

I checked the permissions on Entry ID (Field 1) in HPD:Help Desk and they
match this as advertised (Unrestricted access membership is also one of the
permission groups for field one but no one is defined as unrestricted in my
test setup).  The problem is I don't think it's working right.  The value
that gets set for field 112 is the value of the customer's company, NOT the
assigned group's company.  Having the incident assigned to a group under a
separate company has no real effect on anything. I checked the data and the
field 60900 is filled in with the correct value of the Group entry that
matches the assigned support company.

 

Consequently, anyone can see all of the incidents, regardless of what
company they are in.

 

How do we go about getting this to work?  Is it supposed to work how we want
it, or is that a customization? All of the docs I read make me think it
should work this way.

 

I'm not even 100% sure anything is broken.  I opened an issue with support
too and I'm waiting to hear what they think.

 

 

William Rentfrow

wrentf...@stratacominc.com

Office: 715-204-3061 or 701-232-5697x25

Cell: 715-498-5056

 

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


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Re: Server Group question....

[richard....@bwc.state.oh.us]

No load balancers. Testers will be accessing them directly through different 
dns names. Butsince the 2003 server was
created as a standalone server (i.e. NOT in a server group...) how can I now 
make it into a server group member? Do I need
to reinstall it as an actual server group and server group member or can I 
change something in the ar.cfg file or... to
make it into a server in a server group? Since the forms, permissions, etc. are 
all contained in the sql database this would
be the easiest way to create the new system (parallel the 2003 with the 2012 
and then just shut down the 2003 after testing
and verification).



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Friday, February 27, 2015 10:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server Group question

**
Are you going to put the servers behind a load balancer? Or are they going 
directly to the servers?

You could put them in a server group at least temporarily  - this will prevent 
servers from stepping on each other's toes.  Make sure you define the entries 
in the Server Group Operation Ranking form and take care of the naming (server 
group name, IP-Name entries in ar.conf, etc). The docs cover this pretty well.

Barring  that, you can disable escalations, SLM Business Rules engine, and 
admin operations on one server (double check the docs in case I missed 
anything).  That will prevent the servers from colliding on the automatic tasks.

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 
richard@bwc.state.oh.us
Sent: Friday, February 27, 2015 9:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server Group question

**
We currently have our AR/Midtier on 2003 servers. They're going out of support 
so we want to move the AR/Midtier
system to 2012 servers. Midtier won't present any problems. I'd like to not 
have to define a new database and move
all the data to a new database server.  So, if we can set up an AR system on a 
2012 server, share the database and
after test just shut off the 2003 AR server that would be ideal. Having both 
servers active until that time would allow
users to do testing on the 2003 server and the 2012 server at the same time - 
we hope



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Friday, February 27, 2015 10:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server Group question

**
I've had a lot of experience with these.

First - what problem are  you trying to solve by adding a server?

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 
richard@bwc.state.oh.us
Sent: Friday, February 27, 2015 9:20 AM
To: arslist@ARSLIST.ORG
Subject: Server Group question

**

I'd like to ask a question - I've read the config/install manuals and didn't 
find a good definite answer in them.

We have a 7.6.04 system with an AR server, a mid-tier server and a database 
server.

What I need to do is to be able to add a second AR and Midtier server on our 
system. Should it be built as a
separate AR/Midtier system and "share" the existing database or do I need to 
somehow "convert" the
existing AR/Midtier system into a server group (of 1 server) and add the "new" 
server into the group?

Thanks for any and all suggestions!






Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message. Portions of this message may be confidential under an exemption 
to Ohio's public records law or under a legal privilege. If you have received 
this message in error or due to an unauthorized transmission or interception, 
please delete all copies from your system without disclosing, copying, or 
transmitting this message.

No virus found in this message.
Checked by AVG - www.avg.com
Version: 2014.0.4800 / Virus Database: 4257/9192 - Release Date: 02/27/15
_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_
Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to a

Re: Server Group question....

[William Rentfrow]

Are you going to put the servers behind a load balancer? Or are they going 
directly to the servers?

You could put them in a server group at least temporarily  - this will prevent 
servers from stepping on each other's toes.  Make sure you define the entries 
in the Server Group Operation Ranking form and take care of the naming (server 
group name, IP-Name entries in ar.conf, etc). The docs cover this pretty well.

Barring  that, you can disable escalations, SLM Business Rules engine, and 
admin operations on one server (double check the docs in case I missed 
anything).  That will prevent the servers from colliding on the automatic tasks.

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 richard@bwc.state.oh.us
Sent: Friday, February 27, 2015 9:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server Group question

**
We currently have our AR/Midtier on 2003 servers. They're going out of support 
so we want to move the AR/Midtier
system to 2012 servers. Midtier won't present any problems. I'd like to not 
have to define a new database and move
all the data to a new database server.  So, if we can set up an AR system on a 
2012 server, share the database and
after test just shut off the 2003 AR server that would be ideal. Having both 
servers active until that time would allow
users to do testing on the 2003 server and the 2012 server at the same time - 
we hope



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Friday, February 27, 2015 10:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server Group question

**
I've had a lot of experience with these.

First - what problem are  you trying to solve by adding a server?

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 
richard@bwc.state.oh.us
Sent: Friday, February 27, 2015 9:20 AM
To: arslist@ARSLIST.ORG
Subject: Server Group question

**

I'd like to ask a question - I've read the config/install manuals and didn't 
find a good definite answer in them.

We have a 7.6.04 system with an AR server, a mid-tier server and a database 
server.

What I need to do is to be able to add a second AR and Midtier server on our 
system. Should it be built as a
separate AR/Midtier system and "share" the existing database or do I need to 
somehow "convert" the
existing AR/Midtier system into a server group (of 1 server) and add the "new" 
server into the group?

Thanks for any and all suggestions!






Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message. Portions of this message may be confidential under an exemption 
to Ohio's public records law or under a legal privilege. If you have received 
this message in error or due to an unauthorized transmission or interception, 
please delete all copies from your system without disclosing, copying, or 
transmitting this message.

No virus found in this message.
Checked by AVG - www.avg.com
Version: 2014.0.4800 / Virus Database: 4257/9192 - Release Date: 02/27/15
_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_
Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message. Portions of this message may be confidential under an exemption 
to Ohio's public records law or under a legal privilege. If you have received 
this message in error or due to an unauthorized transmission or interception, 
please delete all copies from your system without disclosing, copying, or 
transmitting this message.

No virus found in this message.
Checked by AVG - www.avg.com
Version: 2014.0.4800 / Virus Database: 4257/9192 - Release Date: 02/27/15
_ARSlist: "Where the Answers Are" and have been for 20 years_

___
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"Where the Answers Are, and have been for 20 years"

Yet another tenancy question...

[William Rentfrow]

Hi all-

ARS 8.1.02, ITSM 8.1, etc - totally Remedy workflow question - architecture 
doesn't matter.


We are doing a test configuration on our dev server trying to configure 
multi-tenancy as follows:



1.) All People records belong to a company "MyCompany"

2.) Support users are in a company for their business unit, e.g. "Group 1, 
Group 2, etc".  To be very clear, these are defined as separate companies - 
they are NOT under "MyCompany".

3.) We do not have unrestricted access turned on for anyone. - so if an 
incident is assigned to Group 1 we do not want Group 2 to be able to see it at 
all.



The entire point of doing the above setup is to have one copy of each people 
record shared among everyone - otherwise the only real option is to load a 
separate copy of the people record for every defined company - and we're 
talking about millions of records in that instance.  All of those would have to 
get updated weekly in order to keep things up to date, so that's kind of a 
non-starter.



Or we could customize multi-tenancy, which seems like path fraught with peril...



The tenancy documentation I read says that tenancy and row level security is 
based off of three things in 8.1: Customer Company for field 112, Support 
Company on field 60900, and Vendor Assignee groups.



I was under the impression that permissions were additive - so, if there was a 
value in any of those three fields your People profile had to match all of them 
for you to be able to see the incident.



I checked the permissions on Entry ID (Field 1) in HPD:Help Desk and they match 
this as advertised (Unrestricted access membership is also one of the 
permission groups for field one but no one is defined as unrestricted in my 
test setup).  The problem is I don't think it's working right.  The value that 
gets set for field 112 is the value of the customer's company, NOT the assigned 
group's company.  Having the incident assigned to a group under a separate 
company has no real effect on anything. I checked the data and the field 60900 
is filled in with the correct value of the Group entry that matches the 
assigned support company.



Consequently, anyone can see all of the incidents, regardless of what company 
they are in.



How do we go about getting this to work?  Is it supposed to work how we want 
it, or is that a customization? All of the docs I read make me think it should 
work this way.



I'm not even 100% sure anything is broken.  I opened an issue with support too 
and I'm waiting to hear what they think.


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


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
"Where the Answers Are, and have been for 20 years"

Re: Server Group question....

[richard....@bwc.state.oh.us]

We currently have our AR/Midtier on 2003 servers. They're going out of support 
so we want to move the AR/Midtier
system to 2012 servers. Midtier won't present any problems. I'd like to not 
have to define a new database and move
all the data to a new database server.  So, if we can set up an AR system on a 
2012 server, share the database and
after test just shut off the 2003 AR server that would be ideal. Having both 
servers active until that time would allow
users to do testing on the 2003 server and the 2012 server at the same time - 
we hope



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Friday, February 27, 2015 10:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server Group question

**
I've had a lot of experience with these.

First - what problem are  you trying to solve by adding a server?

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 
richard@bwc.state.oh.us
Sent: Friday, February 27, 2015 9:20 AM
To: arslist@ARSLIST.ORG
Subject: Server Group question

**

I'd like to ask a question - I've read the config/install manuals and didn't 
find a good definite answer in them.

We have a 7.6.04 system with an AR server, a mid-tier server and a database 
server.

What I need to do is to be able to add a second AR and Midtier server on our 
system. Should it be built as a
separate AR/Midtier system and "share" the existing database or do I need to 
somehow "convert" the
existing AR/Midtier system into a server group (of 1 server) and add the "new" 
server into the group?

Thanks for any and all suggestions!






Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message. Portions of this message may be confidential under an exemption 
to Ohio's public records law or under a legal privilege. If you have received 
this message in error or due to an unauthorized transmission or interception, 
please delete all copies from your system without disclosing, copying, or 
transmitting this message.

No virus found in this message.
Checked by AVG - www.avg.com
Version: 2014.0.4800 / Virus Database: 4257/9192 - Release Date: 02/27/15
_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_
Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message. Portions of this message may be confidential under an exemption 
to Ohio's public records law or under a legal privilege. If you have received 
this message in error or due to an unauthorized transmission or interception, 
please delete all copies from your system without disclosing, copying, or 
transmitting this message.

___
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"Where the Answers Are, and have been for 20 years"

Re: Server Group question....

[William Rentfrow]

I've had a lot of experience with these.

First - what problem are  you trying to solve by adding a server?

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 richard@bwc.state.oh.us
Sent: Friday, February 27, 2015 9:20 AM
To: arslist@ARSLIST.ORG
Subject: Server Group question

**

I'd like to ask a question - I've read the config/install manuals and didn't 
find a good definite answer in them.

We have a 7.6.04 system with an AR server, a mid-tier server and a database 
server.

What I need to do is to be able to add a second AR and Midtier server on our 
system. Should it be built as a
separate AR/Midtier system and "share" the existing database or do I need to 
somehow "convert" the
existing AR/Midtier system into a server group (of 1 server) and add the "new" 
server into the group?

Thanks for any and all suggestions!






Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message. Portions of this message may be confidential under an exemption 
to Ohio's public records law or under a legal privilege. If you have received 
this message in error or due to an unauthorized transmission or interception, 
please delete all copies from your system without disclosing, copying, or 
transmitting this message.

No virus found in this message.
Checked by AVG - www.avg.com
Version: 2014.0.4800 / Virus Database: 4257/9192 - Release Date: 02/27/15
_ARSlist: "Where the Answers Are" and have been for 20 years_

___
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"Where the Answers Are, and have been for 20 years"

Server Group question....

[richard....@bwc.state.oh.us]

I'd like to ask a question - I've read the config/install manuals and didn't 
find a good definite answer in them.

We have a 7.6.04 system with an AR server, a mid-tier server and a database 
server.

What I need to do is to be able to add a second AR and Midtier server on our 
system. Should it be built as a
separate AR/Midtier system and "share" the existing database or do I need to 
somehow "convert" the
existing AR/Midtier system into a server group (of 1 server) and add the "new" 
server into the group?

Thanks for any and all suggestions!






Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message. Portions of this message may be confidential under an exemption 
to Ohio's public records law or under a legal privilege. If you have received 
this message in error or due to an unauthorized transmission or interception, 
please delete all copies from your system without disclosing, copying, or 
transmitting this message.

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Re: Strange Port issue after P to V

[Scott Hallenger]

I hope someone here has some insight, because I'm at a loss...

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Smart IT Impact, Urgency and Status Menu not working

[BradRemedy]

Hi All

I have Smart IT installed against ITSM 8.1. The installation went through
with no errors and all looks pretty good.

However, I am having a small problem where if I want to create a new
incident on the Smart IT console that the Urgency, Impact and status drop
down fields are not showing any values.

I did find a article on the BMC communities site (
https://communities.bmc.com/message/489763#489763) which I have been
through and applied the hot fix however the problem is still happening.

I have escalated this to BMC Support, however I wanted to know if you guys
had any ideas / or if anyone else was having a similar problem on their
side?

Any suggestions would be appreciated.

Thanks in advance.

Cheers
Brad

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