ARS 7.1 on Windows 2008 or 2012 ?
OK, how's this for an oldie but a goodie? Has anybody successfully run ARS 7.1 on Windows Server 2008 or 2012? If you've tried it, how did it go? What gotchas were most fun? Most pernicious? Thanks for any clues, Doug Anderson ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: $MENU$ pattern Problem in Remedy 7.6
SQL might give you better clues directly. Suggest you turn on database logging, generate the error, then look in the log file to see what command was actually being sent to the database resulted in the error. If the pattern match is not going to work, you can accomplish the same result via workflow. It's just more work. Best, Doug Anderson Mayo Clinic Original message: Date:Wed, 20 Feb 2013 12:52:41 + From:Heba Hashem, Vodafone Egypt heba.has...@vodafone.com Subject: $MENU$ pattern Problem in Remedy 7.6 Dears, Please I need a support form you as when I put $MENU$ pattern in some fields in Remedy 7.6 I can't submit any record on this form as I got the below error although when I remove them,it's working well. ARERR [552] The SQL database operation failed. : 536870935 ARERR [552] The SQL database operation failed. : 536870981 Heba Hashem SYSTEM ANALYST Customer Management Vodafone Egypt Telec. SA Mobile: +20 (10) 07033053 Email: heba.has...@vodafone.com [Vodafone]http://www.vodafone.com.eg/ vodafone.com.eg http://www.vodafone.com.eg http://www.vodafone.com.eg/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Telecom Expense Management solutions?
Hi ARSListers, I am exploring software (as distinct from service) solutions in the Telecom Expense Management (TEM) space. It occurred to me that there might be such a product based upon ARS. Do you know of an ARS-based commercial TEM solution that you'd strongly recommend? Or do you represent a company that provides such a solution? If so, please clue me. Thanks, Doug Anderson ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Panacea Workflow Studio
Timothy, I've used Panacea Workflow Studio for years and would not be without it while developing ARS applications. It probably pays for itself several times per year - especially as licensing is per server, not per developer. There are great features that I seldom use but when I need them, they are invaluable. I frequently use features such as migration (forms, workflow, data); difference lists between dev, int, and production environments; listing workflow per form and sorting by various attributes (last mod date is very handy, as is execution order); searching for workflow; automated analysis of SQL plans to proactively find performance issues before moving code to production; workflow integrity checks; the list goes on on. The people at Panacea Workflow Systems have been great to work with. They have been very responsive with new license keys when we've moved licenses around, answering questions, etc. I have no financial interest in the company, am just a happy customer. HTH, Doug Anderson Opinions expressed are necessarily mine, not necessarily those of the Mayo Foundation. Original message: Date: Mon, 30 Mar 2009 13:30:45 -0600 From: Hulmes, Timothy W Mr CTR USA IMCOM timothy.hul...@us.army.mil Subject: Panacea Workflow Studio (UNCLASSIFIED) We are looking at purchasing Panacea Workflow Studio. Does anyone have any experience with what this software has to offer? Timothy W. Hulmes Remedy Administrator ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Difference Report Tool
arslist@ARSLIST.ORG Hi James, It's not free, but I think it's worth much more than nothing, so you might want to look at Panacea Workflow Studio for difference reporting and FAR more. http://pws-europe.com/ I have no financial ties to the company, am just a satisfied user. Peace, Doug Anderson Original message: Sent: Monday, May 05, 2008 3:22 PM To: arslist@ARSLIST.ORG Subject: Difference Report Tool Fellow ARSListers I am looking for a tool that can perform the same function as Migrator's Difference Report between two ARS servers and their selected objects. I was told ages ago that there was a free utility somewhere on the web that could do this, but cannot remember the name. Has anyone heard of such a utility, and could point me towards the website that I can download it from? Any information would be greatly appreciated, and thank you for your time. (Embedded image moved to file: pic04624.gif)Countrywide James Van Sickle Remedy Developer II Enterprise Architecture Services ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Cisco CSS load balancer config?
Hello ARSList, One of my colleagues has the delightful opportunity to configure a Cisco Content Services Switch (CSS) load balancer in front of two ARS servers. He is looking at the initial part of the CSS config script which appears as follows. !*** GLOBAL *** username admin1 des-password encrypted_password superuser username admin2 des-password encrypted_password superuser username admin3 des-password encrypted_password superuser What he cannot find in either the BMC or Cisco documentation is what those three lines of the script mean. Are admin1, admin2, admin3 ARS account names? If so, how ought they to be configured? If not, what are they? What needs to be done about them? Cisco support suggests that part of the script is specific to BMC's ARS, so Cisco cannot help interpret them. BMC's support has so far been responsive in that he has received replies but unresponsive in that the replies did not meaningfully address his inquiry. His environment is ARS 7.1 on Windows OS MS SQL. It's a Cisco CSS11503. If you have already solved this puzzle, perhaps you could share the secrets? Many thanks, Doug Anderson Mayo Clinic ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: How to Document Workflow?
Brian, You might want to check into the capabilities of Panacea Workflow Studio from Panacea Workflow Systems, http://pws-europe.com/ Works for me, Doug Anderson Original message: Date: Thu, 10 Jan 2008 09:48:31 -0500 From: Sokol, Brian [EMAIL PROTECTED] Subject: How to Document Workflow? Are there any tools for documenting specific Remedy workflow? Brian Sokol Manager, Desktop Services Scholastic Inc. 557 Broadway NY, NY 10012 (212) 343-6494 http://www.Scholastic.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Video Display issues with Remedy User
James, No help here, but I see the same intermittent behavior with patch 18 of the 6.03 User Tool on XP Pro. So, it's apparently an undocumented feature of the UT that has been there for a while. Peace, Doug Anderson Mayo Clinic Rochester, MN Opinions expressed are necessarily mine, not necessarily those of the Mayo Foundation. Original message: Date: Tue, 11 Dec 2007 14:40:02 -0600 From: James Van Sickle [EMAIL PROTECTED] Subject: Video Display issues with Remedy User Fellow ARSListers I am using Remedy User 6.03 Patch 20 accessing an ARS Server 6.03 Patch 20 server. My workstation is using Windows XP Pro for an OS. The following problem appears to happen inconsistently, but has happened on multiple workstations. When a user is switching between Remedy User and another program, the screen does not fresh the Remedy User window as it should. Often this causes either a blank screen or just the green background of the Remedy form opened to be shown. Minimizing and restoring the Remedy User window causes the screen to refresh and show the form normally. Dragging a non-maximized Remedy User window out of view below the screen and back up into view also causes the form to refresh. This appears to happen when I have two programs open or over a dozen programs open with no consistency. None of the other programs running at the time this occurs or afterwards show any signs of the same issue. My video settings on the first workstation to have this problem appear are: Desktop: HP xw6400 Workstation Plug Play Monitor NVIDIA Quadro NVS 285 128 MB Adapter 1600x1200 pixels 32-bit color quality 96 Normal Size DPI setting 60 Hertz Screen Refresh Rate Video settings for the second device experiencing this problem: Laptop: Compaq nc6400 ATI Mobility Radeon X1300 Adapter 1024x600 pixels 32 bit color quality 96 Normal Size DPI setting 60 Hertz Screen Refresh Rate Any assistance would be greatly appreciated on this issue. The only display issues I have run into in the past is when users have Large Fonts enabled on their display settings. Both systems are using small fonts so I am at a loss as to what is causing this issue. Thank you for your time. (Embedded image moved to file: pic16439.gif)Countrywide James Van Sickle Remedy Developer II IT - Enterprise Change Config 972-696-5779 Office 1000 Coit Road 92-540- Internal Mail Stop: PCRD-2-78 214-399-1254 Cell Plano, TX 75075 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: grant some administration permissions
Hi Roseta, Perhaps you could build small applications to do what you need. I had a similar need to enable a subset of help desk personnel to change ARS user passwords but did not want to give them direct access to the User form. With a display-only form and appropriate workflow, the User form remains hidden from them but they can do what's needed. HTH, Doug Anderson Mayo Clinic Rochester, MN Original message: Date: Tue, 9 Oct 2007 00:21:12 -0700 From: roseta [EMAIL PROTECTED] Subject: grant some administration permissions Hello, I want to give some user , Some of administrator permissions. some part of administration right to users but it is not possible and we have to either give the whole or we can not limit him to just some of them. For example we need to give permission to a user just to add or edit product categories. or another user just to edit support groups and add created users to a support group. I could not implement this on Remedy 7.0.0. Is there any way to do that? Regards, Roseta ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
OT: Risks in Iraq vs. US (was JOB posting and Nabble)
Hi Listers, Between comparisons of the proverbial apples oranges and poor arithmetic, I simply could not ignore claims made to the large ARSList audience that being in the US is more dangerous than being a US contractor or member of the US military in Iraq. So, my few minutes of exploration online and a few calculations resulted in the following, FWIW. The FBI murder statistics for 2005 were misapplied in the message below to produce a 5.6% US murder rate instead of a 0.0056% murder rate, an error of 3 orders of magnitude. However, being killed by someone is not the only risk here in the US or in Iraq. US forces deaths are reported from all causes, including vehicle and other accidents, not just armed violence. So, consider that US military deaths over the 4.3 years (so far) of the Iraq war total some 3,679 (ref http://www.globalsecurity.org/military/ops/iraq_casualties.htm) and wounded total some 25,950. Current troop level is about 150,000. Using the current troop level and averaging the dead and wounded over 4.3 years that we've been in Iraq are conservative assumptions because most of the time we've had fewer personnel there and rates of deaths woundings are up now above the 4-year average (and seem likely to stay there, though your crystal ball may differ). That results in annual rates of 0.57% for deaths and 4.02% for wounded among military personnel, or 4.59% per year for dead wounded combined. Here in the US, murder is not the only significant risk. Taking the population of 296,410,404 in the prior email for comparison purposes (available stats seem to be from about the same period as that population), we can look at the relative risks for murder, death and injury in auto accidents (NHTSA statistics), and victimization rates for violent crimes here in the US. murders: 16,692 (FBI stats referenced in prior message) traffic deaths: 43,300 traffic injuries: 2,699,000 violent crime victimization: 1,823,400 (ref http://www.ojp.usdoj.gov/bjs/glance/tables/4meastab.htm) Combining those risks (yes, this leaves out bathtub slips falls, occupational injuries, etc. which I'd guess largely correspond to injuries that are not reported among the rates of military wounded) gives a total of 4,582,392 and a combined annual rate of 0.96% of the population. The rate for the US military in Iraq is about 5 times that. Doing the same analysis for US contractors in Iraq, with the same conservative assumptions (current count of US contractors, dead wounded averaged over 4.3 years) gives an annual death rate of 0.17% and wounded rate of 2.21%, or a combined rate of 2.38%. That is two and a half times the US rate. Now, the joker in this deck is the fact that Remedy contractors here in the US may have a typical exposure to death and injury via automobile but they are probably under-represented among those at higher-than-average risk of death or injury due to crime. That is a guess on my part but if you examine the victim demographics (for example at http://www.ojp.usdoj.gov/bjs/cvict_v.htm), I think you'll agree that the US average is higher than the Remedy contractor average. That means the death injury rates for Iraq are even higher relative to US Remedy-contractor rates than the multiples above. Peace, Doug Opinions expressed are necessarily mine, not necessarily those of the Mayo Foundation. Original message: Date: Thu, 19 Jul 2007 16:05:14 -0700 From: Hromyak, Nicholas (DHCS-ITSD) [EMAIL PROTECTED] Subject: Re: OT JOB posting and Nabble According to http://www.disastercenter.com/crime/uscrime.htm There are 5.6 murders per 100,000 capita in the United States. According to the FBI http://www.fbi.gov/ucr/05cius/data/table_01.html In 2005 there were 16,692 murders in a population of 296,410,404 people in the united states. That's 5.6% murdered in the U.S. Iraq I didn't look up the numbers, I am not even sure where to look, but I think There were over 3,000 soldiers killed with a population (of soldiers) at 130,000 That's 2.3% murdered in Iraq. I would have thought the number in Iraq would be higher. Be safe everyone. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L. Sent: Thursday, July 19, 2007 3:13 PM To: arslist@ARSLIST.ORG Subject: Re: JOB posting and Nabble I would imagine that statistically speaking a contractor is almost as likely to be murdered in the USA as he would be in Iraq. I don't know this for a fact, but that would be my guess. Considering in the time our troops have been in Iraq, something like 80,000 people have been murdered in the USA. Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 8-226-1805 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Submitter Mode - Locked ...Brute force?
Hi Leigh, You ought to be able to determine whether workflow modifies a Submitter field's contents by querying the ARS database. Run SQL queries against the filter_set, filter_push, actlink_set, and actlink_push tables to see whether fieldId 2 (Submitter) is the object of any set-field or push-field actions. The escalation actions are stored along with the filter actions, so you'll get 2-for-one there. That would not catch any direct-SQL modifications to Submitter, but I am not certain that having submitter mode = locked prevents those anyway. HTH, Doug Anderson Mayo Clinic Rochester, MN Opinions expressed are necessarily mine, not necessarily those of the Mayo Foundation. Original message: Date: Wed, 11 Jul 2007 10:17:44 -0400 From: Leigh Gruber [EMAIL PROTECTED] Subject: Submitter Mode - Locked ...Brute force? Good Morning Listers, We have an existing system operating with the Submitter Mode set to Changeable. This system has around 750 forms with a mix of Remedy and home grown applications. We need to change submitter mode to Locked so we can host another custom application which must run in Submitter Mode Locked. I have 3 questions! 1. Is there any way, other than ones that require brute force, to determine if the original system has workflow that modifies the submitter field? I have set the development box to Submitter Mode locked and tried some very limited record modification, but I don't have any testing resources available. snip I would appreciate any words of wisdom you might have for me. Many thanks, Leigh Gruber ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
[no subject]
Hi Dave, I find the Panacea software to be very useful for a wide variety of functions, you can check it out at www.pws-europe.com Their support has always been excellent as well. I have no financial interest in the company, though my employer is a customer. Welcome back to the wondrous/curious world of ARS! Peace, Doug Anderson Opinions expressed are necessarily mine, not necessarily those of the Mayo Foundation. Original message: Date:Tue, 12 Jun 2007 00:20:51 -0500 From:Dave Headley [EMAIL PROTECTED] Subject: Workflow Explorer Hi All,It's been a while since I was on the ARSList - jobs change and focusses shift. My latest move has brought me back into the Remedy world and I'm looking at how other people explore their home grown and Remedy's packaged application code. The master AR Suite used to provide a good set of documentation but I was wondering if anyone can tell me of new code explorer software that is out at the moment. I'm using version 7 and want to be able to search through the workflow to browse for dependencies between workflow objects so that anything I add doesn't conflict with other workflow. Incident Management is a whole lot more complicated than Help Desk used to be and I'm finding it difficult to follow all of the links around the application so am looking to see if there are any helper applications. Thanks in advance Dave Headley. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
BMC ITSM vs. Tivoli?
Hello ARSList Wizard-folk, One of my co-workers has become enmeshed in a comparative analysis of BMC Remedy ITSM and IBM Tivoli ITSM. His group was all set to go with the ARS-version 7-based Incident, Problem, CMDB, Knowledge canned applications when someone asked, What about Tivoli? I am glad I'm not in his shoes but would like to try to help. If you have compared the BMC and Tivoli solutions and have any tales to tell, documents to share (anonymous attribution or not), or Tivoli gotchas that ought to be examined carefully, please let me know (on- or off-list). Many thanks for any insights, Doug Anderson ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
ARS 7, Windows server capacity info please
Hi ARSListers, We are moving from all-custom applications on Solaris/Sybase/ARS 6.3 to a mix of custom applications and ITSM 7 on Windows Server/MS SQL/ARS 7.x. We need to support 200-400 concurrent users, 75-150 of whom are using the WUT and the others on mid tier. Our Windows Server team would appreciate some real-world input on server sizing. I have searched the ARSList archives extensively (exhaustingly, if not necessarily exhaustively) and found relatively little guidance on this topic for current ARS versions. I did find a response from James McKenzie back in November '06 and one from Christopher Strauss in February '07 that shed some indirect light on the subject. Thanks gents for those. If you are running ARS 7.x on Windows servers, would you be so kind as to share your experience regarding the following? What is your user load application mix? What hardware are you using (CPU type count, clock speeds, RAM, etc.) for Windows servers, for which bits of the puzzle (ARS server, mid tier, database server). How are the bits combined on, or separated between, server hardware? Are you using load balancing hardware/software? If so, what/where? What typical and peak-load response time,s or other performance metrics, do you observe (WUT vs. mid tier)? Thanks for any clues, Doug Anderson Mayo Clinic Rochester, MN ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Case ID just submitted reflect to quickly at the bottom status bar
Hi David, et al., Is it just my imagination, or did this functionality stop working in the mid tier somewhere between 6.0.1 and 6.3.0 patch 20? We've had to add active links firing After Submit to display a message containing the Request ID so our web-connected end users are assured that their request has been submitted. Peace, Doug Anderson Mayo Clinic Rochester, MN Original message: Date: Wed, 4 Apr 2007 09:42:38 +0100 From: David Sanders [EMAIL PROTECTED] Subject: Re: Case ID just submitted reflect to quickly at the bottom status ba r Hi Sita In the User tool, Tools. Options menu. Change to the Confirmations tab and check the Confirm After creating New Request checkbox. Is this what you want? HTH David Sanders Remedy Solution Architect Enterprise Service Suite @ Work == ARS List Award Winner 2005 Best 3rd party Remedy Application tel +44 1494 468980 mobile +44 7710 377761 email [EMAIL PROTECTED] web http://www.westoverconsulting.co.uk http://www.westoverconsulting.co.uk/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Remedy Supported Products
Hi Roy, Seems to me that BMC wants to have it their own way, to the extreme. Why should every one of their customers install a server patch each time a significant issue is encountered? Wouldn't it be far more sensible for BMC to try to reproduce the issue on the latest patch (which they surely have installed somewhere already)? If they can reproduce it, everyone knows it cannot be corrected by installing the latest patch. If they cannot reproduce it, the result is equivocal - maybe they didn't take the necessary set of steps or their context is somehow different. If they were really interested in providing support, they would have the customer's patch-level on a server could try to reproduce it there to confirm the steps necessary to manifest the issue. In any case, if they require that we move to the latest patch in order to get real support, they ought to document clearly, concisely, and accessibly all known issues in the patch to which they want us to move. Then we could choose among sets of bugs and take the set that's least undesireable in our situation. Otherwise they're unreasonably expecting us to buy the proverbial pig in a poke. My 2 cents worth, Doug Anderson Opinions expressed are necessarily mine, not necessarily those of the Mayo Foundation. Original message: Date: Fri, 9 Mar 2007 11:57:41 -0800 From: Ashcraft, Roy W. [EMAIL PROTECTED] Subject: Re: Remedy Supported Products Carey, I don't have a problem with their suggesting the latest patch or requesting the logs. All of that is normal. However, I responded with the business reasons why we were not moving to 7.00.01 patch 1 (we just don't have the time it takes to correct the flaws that the patch will insert into the system) and asked if their was an issue addressed in that patch or any patch leading up to it that I missed in my search which directly or indirectly addressed the issue which we were observing (losing authentication and permissions though the mid-tier). The question was ignored and the response from the tech was that to escalate the ticket to engineering we would have to upgrade to the latest patch. This response completely ignores any of BMC's customer's reasons for either moving to a patch or not moving to a patch. It basically says that to get support, you have to be on the latest patch. Otherwise, we'll listen to you and help you with knowledge base searches that you can do yourself and look at your logs in case you can't read them yourselves, but if you actually need the support you're paying for, be prepared to choke and perform the upgrade with any pain or problems that the upgrade may cause you. Makes you wonder about the value of the support. Roy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Remedy Supported Products
Hi Roy, Seems to me that BMC wants to have it their own way, to the extreme. Why should every one of their customers install a server patch each time a significant issue is encountered? Wouldn't it be far more sensible for BMC to try to reproduce the issue on the latest patch (which they surely have installed somewhere already)? If they can reproduce it, everyone knows it cannot be corrected by installing the latest patch. If they cannot reproduce it, the result is equivocal - maybe they didn't take the necessary set of steps or their context is somehow different. If they were really interested in providing support, they would have the customer's patch-level on a server could try to reproduce it there to confirm the steps necessary to manifest the issue. In any case, if they require that we move to the latest patch in order to get real support, they ought to document clearly, concisely, and accessibly all known issues in the patch to which they want us to move. Then we could choose among sets of bugs and take the set that's least undesireable in our situation. Otherwise they're unreasonably expecting us to buy the proverbial pig in a poke. My 2 cents worth, Doug Anderson Opinions expressed are necessarily mine, not necessarily those of the Mayo Foundation. Original message: Date: Fri, 9 Mar 2007 11:57:41 -0800 From: Ashcraft, Roy W. [EMAIL PROTECTED] Subject: Re: Remedy Supported Products Carey, I don't have a problem with their suggesting the latest patch or requesting the logs. All of that is normal. However, I responded with the business reasons why we were not moving to 7.00.01 patch 1 (we just don't have the time it takes to correct the flaws that the patch will insert into the system) and asked if their was an issue addressed in that patch or any patch leading up to it that I missed in my search which directly or indirectly addressed the issue which we were observing (losing authentication and permissions though the mid-tier). The question was ignored and the response from the tech was that to escalate the ticket to engineering we would have to upgrade to the latest patch. This response completely ignores any of BMC's customer's reasons for either moving to a patch or not moving to a patch. It basically says that to get support, you have to be on the latest patch. Otherwise, we'll listen to you and help you with knowledge base searches that you can do yourself and look at your logs in case you can't read them yourselves, but if you actually need the support you're paying for, be prepared to choke and perform the upgrade with any pain or problems that the upgrade may cause you. Makes you wonder about the value of the support. Roy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Remedy Supported Products
Hi Roy, Seems to me that BMC wants to have it their own way, to the extreme. Why should every one of their customers install a server patch each time a significant issue is encountered? Wouldn't it be far more sensible for BMC to try to reproduce the issue on the latest patch (which they surely have installed somewhere already)? If they can reproduce it, everyone knows it cannot be corrected by installing the latest patch. If they cannot reproduce it, the result is equivocal - maybe they didn't take the necessary set of steps or their context is somehow different. If they were really interested in providing support, they would have the customer's patch-level on a server could try to reproduce it there to confirm the steps necessary to manifest the issue. In any case, if they require that we move to the latest patch in order to get real support, they ought to document clearly, concisely, and accessibly all known issues in the patch to which they want us to move. Then we could choose among sets of bugs and take the set that's least undesireable in our situation. Otherwise they're unreasonably expecting us to buy the proverbial pig in a poke. My 2 cents worth, Doug Anderson Opinions expressed are necessarily mine, not necessarily those of the Mayo Foundation. Original message: Date: Fri, 9 Mar 2007 11:57:41 -0800 From: Ashcraft, Roy W. [EMAIL PROTECTED] Subject: Re: Remedy Supported Products Carey, I don't have a problem with their suggesting the latest patch or requesting the logs. All of that is normal. However, I responded with the business reasons why we were not moving to 7.00.01 patch 1 (we just don't have the time it takes to correct the flaws that the patch will insert into the system) and asked if their was an issue addressed in that patch or any patch leading up to it that I missed in my search which directly or indirectly addressed the issue which we were observing (losing authentication and permissions though the mid-tier). The question was ignored and the response from the tech was that to escalate the ticket to engineering we would have to upgrade to the latest patch. This response completely ignores any of BMC's customer's reasons for either moving to a patch or not moving to a patch. It basically says that to get support, you have to be on the latest patch. Otherwise, we'll listen to you and help you with knowledge base searches that you can do yourself and look at your logs in case you can't read them yourselves, but if you actually need the support you're paying for, be prepared to choke and perform the upgrade with any pain or problems that the upgrade may cause you. Makes you wonder about the value of the support. Roy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: DST - another thing.
Hi Claire, You're right, of course, and not just about ARS. The server admins (UNIX, Windows, RDBMS, etc.) here are all stretched to the max patching for DST. I'll bet every one of those patches is just a rehash of the prior implementation - which required patching. Given the vagaries of the US Congress and other legislative bodies, I couldn't help thinking when this all started that DST rules are data and ought to be externalized accordingly, not hard-coded. Then the next time someone changes the rules, we'd only need to swap out a data file and restart. Ah well, maybe next time. Or maybe we ought to have filed for a patent on the idea? Peace, Doug Anderson Opinions expressed are necessarily mine, not necessarily those of the Mayo Foundation. Original message: Date:Wed, 21 Feb 2007 17:43:48 -0600 From:Sanford, Claire [EMAIL PROTECTED] Subject: Re: DST - another thing. Why can't there be a form much like the Business Holiday forms that tell Remedy when DST starts and ends? How difficult could that be ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: (rant) BMC support web, obsolete docs?
Carey, et al., The still-available January 2005 release notes also contain the advisory that one ought to go to the web site for the latest version of the release notes, which contain *all* open issues (the emphasis is theirs, all is italicized). With the new, improved, BMC-therefore-better documentation philosophy that you explained, that problem can be fixed inexpensively by removing the advisory from the posted release notes. However, I doubt they'll bother to take even that cynical step toward implementing their new documentation design. So, individual Technical Bulletins have supposedly replaced the collected sets of product issues formerly maintained in the release notes. Now they expect each of us to find and download every technical bulletin for each of the products for which we pay support to them, thereby obtaining the same information formerly available in one place in the release notes? Have they published a list of all such bulletins for each product so we can be certain we have not missed any? Inquiring minds (whose livelihood regrettably depends to some degree upon all this) want to know. So, I returned to the BMC support website, logged in to validate my worthiness, and browsed to the page whereon allegedly is linked all product documentation for ARS 6.3.00. Did I find a host of Technical Bulletins documenting all open issues with the product? No. There is exactly one technical bulletin, describing the need for Patch 20 to implement DST. That bulletin DOES NOT even include the known issues with that implementation of DST. So, apparently, we are expected to somehow parse their bug database for all unresolved issues in a given release and patch. We are then expected to decipher customers' variously worded descriptions of symptoms and GUESS what the underlying issue is and how else it might manifest in our own environments. And we are expected to do this repeatedly to track the current status of a given release and patch. Sure, I can do that - if it's my full-time job and I can contact directly each customer who reports an issue and each technician who has worked on it. Hmmm, do bugs identified by BMC themselves get into a database where we can readily examine them? Or are bugs only found/reported by customers? Considering that I intermittently have to justify to my management the continued use of ARS as a custom-development platform (vs. Microsloth .NET, etc.) with its attendant costs, I am becoming less and less interested in trying to do so. BMC is making that an ever-steeper uphill slope. Hey, BMC, have you figured out a source of revenue better than customers, or what? Back in business school at Berkeley they taught funny ideas, probably outdated, that customers were important to a business plan. Doug Anderson Opinions expressed are necessarily mine, not necessarily those of the Mayo Foundation. Original message: Date:Mon, 19 Feb 2007 16:55:05 -0500 From:Carey Matthew Black [EMAIL PROTECTED] Subject: Re: (rant) BMC support web, obsolete docs? Doug, I actually reported ISS03048461 ( on 1/3/2007 ): a problem with the release pdf (included in the product download doc set) as being incomplete. It was something like 28 pages in the docs download. However, if you find that pdf else were on BMC's website it was 98 pages long. snip This is what I was told about this condition: Here is the explanation for the discrepancy in pages: The ESD/download release notes are a previous (and shorter) version of the release notes. The Remedy writers added content to the release notes on the Support Documentation pages, while the ESD release notes weren't changed. The latest release notes are on the Support Documentation pages going forward, the Remedy writers will no longer add content to release notes on the Support Documentation pages that aren't included in the download file. Instead they'll follow the process that the rest of BMC writers use , to issue technical bulletins with the additional information. The changes are a result of removing the previous database site and how documentation was delivered to the new database site. I hope this is sufficient explanation for you. snip -- So the poor initial released doc is Problem #1 -- So the poor maintenance of docs on the web site is Problem #2 -- The total lack of actually DOING anything for the customers are Problems #3 through #99 My guess is that you are seeing another incident that is part of the larger problem that BMC has decided will NOT be fixed. ( To use ITIL terms to describe the state of the universe. ) I am sorry about _our_ luck, but BMC appears to not be listening. -- Carey Matthew Black ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
(rant) BMC support web, obsolete docs?
Hi ARSListers, Yes, I know, it's like shooting fish in a barrel to criticize BMC/Remedy support but I am unable to resist joining in the chorus of discontent/disgruntlement. The BMC support web site is supposedly one of the primary channels via which we receive value in return for paying substantial annual support fees. (Or maybe I am mistaken?) We're contemplating moving from ARS 6.0.1 to 6.3.0 to get the (broken) DST patch, so I turned to the copy of the 6.3.0 release notes I'd stashed on my trusty old Mac. The document, dated August 11, 2005, on its first content page contains the following directive. Important: To obtain the most current version of release notes, which include all open issues, go to the Remedy Customer Support home page: http://supportweb.remedy.com. To access the Customer Support web site, you must have a support contract. I figured there might have been updates since August 2005. So, I dutifully pulled up the BMC site, logged in to prove that my employer had paid the big bucks for access to the latest documentation, and went to the download page for the 6.3.0 docs. The ONLY version of the release notes available to me there was dated *January* 2005! What am I to think, that errors were introduced into the release notes between January and August 2005, corrected by reverting to the January version? That *NO* issues have been discovered in the 6.3.0 release in the past 25 months? I think a more likely interpretation of the circumstances is that BMC/Remedy has an incompetent organization responsible for product documentation. I sure hope most of our support money is going to some more effective part of the organization. G... Doug Anderson Opinions expressed are necessarily mine, not necessarily those of the Mayo Foundation. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
OT: Re: BMC Support Web Site Performance
Hi ARSListers, If I were subscribed from my personal email account rather than my work account, I would probably make a tongue-in-cheek observation about BMC perpetrating a CDS attack (Centralized Denial of Service, did you get that OK, NSA?) upon their customers by apparently not leasing enough bandwidth. However, I'm not so subscribed, therefore I won't make any such observation. Peace, Doug Anderson Original message: Date:Tue, 23 Jan 2007 11:16:41 -0800 From:Easter, David [EMAIL PROTECTED] Subject: Re: BMC Support Web Site Performance FYI, BMC is aware of this situation and is troubleshooting the performance issue. Currently, it appears that the issue may be with very high utilization of the internet circuits used by BMC. This is impacting everything across the site. BMC is currently trying to isolate the problem and resolve.=20 Thanks, -David J. Easter Sr. Product Manager, Service Management Business Unit BMC Software, Inc. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
ARS 7 Sybase compatibility?
Hi Listers, Have you any experience with ARS 7.x.x combined with either Sybase 12.5.1 or 12.5.2? We're on Solaris 9 and 10, but that's not central to my question. We're looking at potential migration paths to ARS 7. BMC/Remedy support informed me (promptly, clearly, and thoroughly BTW) that BMC did not test ARS 7 with either of those Sybase versions. So their absence from the compatibility matrix is not because they were positively found to be incompatible. Yes, I know, if it's not on the matrix, BMC can choose not to provide support. No exhortations on that topic, please. Have you run any variant of ARS 7 with either 12.5.1 or 12.5.2? If so, did you encounter any issues? If there were issues, could you briefly indicate what issues you found? Which ARS and Sybase version(s) were you using? Many thanks, Doug Anderson Mayo Clinic Rochester, MN Opinions expressed are necessarily mine, not necessarily those of the Mayo Foundation. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: multiple attachments in pool on mid tier? RESOLVED Satisfactorily
Title: Re: multiple attachments in pool on mid tier? RESOLVED Satisfactorily ** Hi ARSListers, Another undocumented difference between WUT mid tier. (Maybe it is documented - in the secret mid tier manual that we've never seen.) In the absence of Label values in the field properties of attachment fields within a pool, the mid tier presents each attachment row in the pool as a line as thin as it knows how to display. The WUT doesn't alter the thickness of each attachment row regardless of presence/absence of labels. Thanks go to Carrie Rodriguez of BMC/Remedy support who responded promptly and repeatedly to my support ticket updates thereto. She noticed the absence of labels in a screenshot I sent and suggested that it might help if I added them. It did help. Thanks again to those of you who suggested other alternatives. Doug Anderson Mayo Clinic Rochester, MN __20060125___This posting was submitted with HTML in it___
Re: multiple attachments in pool on mid tier?
Title: Re: multiple attachments in pool on mid tier? ** Hi Rocky, Michelle, Craig, et al., It's not a permissions issue and yes, we're using the built-in Add, Delete, Display buttons. The browser interface doesn't enable selecting a row in the pool. One can click wherever one wants and nothing is highlighted inside the pool. The first click on the pool causes the buttons to appear. The result of the first invocation of the Add button is an attachment displayed in the top row of the pool. A second invocation of the Add button results in a dialog asking whether one wants to replace the first attachment with the newly specified one. It's not my application, so I won't carry the investigation any further at this point. I'll be interested to see whether the issue evaporates when we (eventually) upgrade to 6.3 or 7.x ARS. Thanks for your ideas! Doug original message: Date: Fri, 27 Oct 2006 13:53:34 -0600 From: Carter, Craig J Civ ARPC/DPD [EMAIL PROTECTED] Subject: Re: multiple attachments in pool on mid tier? We've never seen this problem and we use them all over the place in our midtier. We're no longer on 6.0.1 either. This may seem obvious but are you logging into the midtier with the same permissions and have you verified the permissions for each attachment row in the web view? Perhaps those extra rows were added later and the permissions were not updated. Another obvious thing to check is whether you are clicking on the actual row in the attachment pool when adding the attachments on the web? We don't use buttons on the web (just use the built in ones you get once you select a row) and you have to click each specific row or the attachment will keep going into the first row (or currently selected row). Are you using a button with locally-built workflow or are you using the built-in buttons? CRAIG J. CARTER __20060125___This posting was submitted with HTML in it___
Re: MidTier Date Field
Title: Re: MidTier Date Field ** Hi Lori, What is the Execute On condition of your active link that is intended to perform the Set Fields action? On Menu Select doesn't work for date fields - by design apparently there is no way to detect the selection of a date in either mid tier or WUT. (Never mind that this worked fine in ARS 4.0.x WUT.) Good ol' BMC/Remedy support suggested using On Lose Focus as the execution condition. That might get gnarly in your scenario. You would at least have to check that the value was non-null. As long as there is no way to manually enter the date directly into the masking field, you are probably OK. Any non-null date value you move on LF will be the most recent value - even if it was selected on a prior trip to the calendar widget. Or am I missing entirely the nature of your conundrum? Peace, Doug Anderson Mayo Clinic Rochester, MN Opinions expressed are necessarily mine, not necessarily those of the Mayo Foundation. original message: Date: Thu, 26 Oct 2006 14:18:35 -0500 From: Lori Gumbiner [EMAIL PROTECTED] Subject: MidTier Date Field Hiya! Our specs: ARS System Specs: Remedy: 6.3, patch 17 SunOS 5.9 Oracle 9.2.0.4.0 I have a Date/Time field with it's handy selector calendar in a MidTier form that submit requests to a UT-accessed application. I have noticed that if a Requester enters a partial date, say 10/31, in the MidTier form, it looks like 12/31/1969 6:00:10 when it gets to the back end. So, I need to limit the Date/Time field entries to only those that are made via the selector calendar. I tried placing a character field mask over the original date field, leaving the selector exposed. An Active Link was supposed to set the mask field with the underlying original entry once the date was selected, but the whole thing does not seem to work. Any ideas or other slick tricks to limit the entry option for a Date/Time field? Thanks in advance... *Lori * Lori Gumbiner IT Systems Architecture - Process Automation Initiatives Walgreens Co. 847.914.5796 __20060125___This posting was submitted with HTML in it___
multiple attachments in pool on mid tier?
Title: multiple attachments in pool on mid tier? ** Hi Folks, I searched the BMC/Remedy knowledgebase and the ARSList archives (and the nonexistent mid tier manuals) but struck out. Hopefully one of you knowledgeable and kind souls will clue me. One of the other ARS developers here has a form with an attachment pool that allows up to 5 attachments to be added via the WUT. However, only one attachment can be added via mid tier. That's kinda inconvenient... Is there a way around it? Solaris/Sybase ARS 6.0.1 mid tier 6.3 Thanks! Doug Anderson Mayo Clinic Opinions expressed are necessarily mine, not necessarily those of the Mayo Foundation. __20060125___This posting was submitted with HTML in it___
