ITSM + DSO. Distributed environment architecture
Dear Listers, I would like to ask if anybody have an experience with DSO+ITSM for big companies. Lets say its major company and its subsidiaries in more than 3 locations(sites). Site network links are not so good to implement centralized database. You need to use DSO. Primary goal is to do transfers of incidents/task from site to site. Secondary goal is to have centralized reporting. No realtime reports(no dashboards) needed, weekly reporting will be ok. Every subsidiary would like to have common foundation data and also to have the ability to add something specific to them only. BMC have released Distributed Service Option (DSO) Implementation with BMC Remedy ITSM 7.5.0x document, but there are no real-life scenarios or guidelines there how to act with DSO option, depending on different factors. So i would like to hear for any suggestions on how-to-DSO-ITSM. Any suggestions or experience sharing are welcome! Regards, Max -- View this message in context: http://www.nabble.com/ITSM-%2B-DSO.-Distributed-environment-architecture-tp25905703p25905703.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: View forms use the plug-in server in 7.5 ??
Guillaume, check your armonitor.cfg. It seems like patch1 deletes somes lines from this file and this 2 missing lines make troubles. Patch installer makes backup of your armonitor.cfg file. Check your current config file and backup. You'll see difference. In my case after applying patch001 to 7.5 I couldn't create new people record as well as I couldn't create new asset. Of course you'll need to restart your server. 2 lines from armonitor.cfg: 1. C:\Program Files\BMC Software\AtriumCore\servername\BMCAtriumCoreInstallJVM\bin\java -Xmx512m -classpath C:\Program Files\BMC Software\AtriumCore\servername\cmdb\plugins\ne;C:\Program Files\BMC Software\AtriumCore\servername\cmdb\plugins;C:\Program Files\BMC Software\AtriumCore\servername\cmdb\sdk\bin\arpluginsvr75.jar;C:\Program Files\BMC Software\AtriumCore\servername\cmdb\sdk\bin\arapi75.jar;C:\Program Files\BMC Software\AtriumCore\servername\cmdb\sdk\bin\arutil75.jar;C:\Program Files\BMC Software\AtriumCore\servername\cmdb\sdk\bin\log4j-1.2.14.jar;C:\Program Files\BMC Software\AtriumCore\servername\cmdb\sdk\bin\cmdbapi75.jar; com.bmc.arsys.pluginsvr.ARPluginServerMain -x servername -i C:\Program Files\BMC Software\ARSystem 2. C:\Program Files\BMC Software\AtriumCore\servername\BMCAtriumCoreInstallJVM\bin\java -Xmx512m -classpath C:\Program Files\BMC Software\AtriumCore\servername\cmdb\plugins\shared;C:\Program Files\BMC Software\AtriumCore\servername\cmdb\plugins;C:\Program Files\BMC Software\AtriumCore\servername\cmdb\sdk\bin\arpluginsvr75.jar;C:\Program Files\BMC Software\AtriumCore\servername\cmdb\sdk\bin\arapi75.jar;C:\Program Files\BMC Software\AtriumCore\servername\cmdb\sdk\bin\arutil75.jar;C:\Program Files\BMC Software\AtriumCore\servername\cmdb\sdk\bin\log4j-1.2.14.jar;C:\Program Files\BMC Software\AtriumCore\servername\cmdb\sdk\bin\cmdbapi75.jar;C:\Program Files\BMC Software\AtriumCore\servername\cmdb\plugins\websvcjava75.jar;C:\Program Files\BMC Software\AtriumCore\servername\cmdb\plugins\federation\lib\axis.2.1.4_all.jar;C:\Program Files\BMC Software\AtriumCore\servername\cmdb\plugins\federation\lib\axis2-kernel-1.4.jar; com.bmc.arsys.pluginsvr.ARPluginServerMain -x servername -i C:\Program Files\BMC Software\ARSystem HTH. Regards, Maxim -- View this message in context: http://www.nabble.com/View-forms-use-the-plug-in-server-in-7.5tp22818613p22831837.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Asset Creation
James, you are absolutely right. After applying patch001 to 7.5 armonitor.cfg was missing this 2 lines: 1. C:\Program Files\BMC Software\AtriumCore\servername\BMCAtriumCoreInstallJVM\bin\java -Xmx512m -classpath C:\Program Files\BMC Software\AtriumCore\servername\cmdb\plugins\ne;C:\Program Files\BMC Software\AtriumCore\servername\cmdb\plugins;C:\Program Files\BMC Software\AtriumCore\servername\cmdb\sdk\bin\arpluginsvr75.jar;C:\Program Files\BMC Software\AtriumCore\servername\cmdb\sdk\bin\arapi75.jar;C:\Program Files\BMC Software\AtriumCore\servername\cmdb\sdk\bin\arutil75.jar;C:\Program Files\BMC Software\AtriumCore\servername\cmdb\sdk\bin\log4j-1.2.14.jar;C:\Program Files\BMC Software\AtriumCore\servername\cmdb\sdk\bin\cmdbapi75.jar; com.bmc.arsys.pluginsvr.ARPluginServerMain -x servername -i C:\Program Files\BMC Software\ARSystem 2. C:\Program Files\BMC Software\AtriumCore\servername\BMCAtriumCoreInstallJVM\bin\java -Xmx512m -classpath C:\Program Files\BMC Software\AtriumCore\servername\cmdb\plugins\shared;C:\Program Files\BMC Software\AtriumCore\servername\cmdb\plugins;C:\Program Files\BMC Software\AtriumCore\servername\cmdb\sdk\bin\arpluginsvr75.jar;C:\Program Files\BMC Software\AtriumCore\servername\cmdb\sdk\bin\arapi75.jar;C:\Program Files\BMC Software\AtriumCore\servername\cmdb\sdk\bin\arutil75.jar;C:\Program Files\BMC Software\AtriumCore\servername\cmdb\sdk\bin\log4j-1.2.14.jar;C:\Program Files\BMC Software\AtriumCore\servername\cmdb\sdk\bin\cmdbapi75.jar;C:\Program Files\BMC Software\AtriumCore\servername\cmdb\plugins\websvcjava75.jar;C:\Program Files\BMC Software\AtriumCore\servername\cmdb\plugins\federation\lib\axis.2.1.4_all.jar;C:\Program Files\BMC Software\AtriumCore\servername\cmdb\plugins\federation\lib\axis2-kernel-1.4.jar; com.bmc.arsys.pluginsvr.ARPluginServerMain -x servername -i C:\Program Files\BMC Software\ARSystem Added them, restarted and voila! Everything seems to be ok. :) Thanks and regards, Max jham36 wrote: I encountered this same issue yesterday on my 7.5 test server. It turned out that there was some information missing from the armonitor.cfg file. I was able to recover it from a backup that was made during the 7.5 upgrade. There are some pointers to cmdb dll files that were not there. Once the file was in order, the server was restarted and the errors went away. Let me know if anyone needs help on this. I will do my best. James On Mar 24, 3:40 pm, BMax mbatur...@mail.ru wrote: Have you found a solution for this? -- View this message in context:http://www.nabble.com/Asset-Creation-tp21980312p22688115.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are -- View this message in context: http://www.nabble.com/Asset-Creation-tp21980312p22726782.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Asset Creation
Have you found a solution for this? -- View this message in context: http://www.nabble.com/Asset-Creation-tp21980312p22688115.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: ADV:XtremeAir (NEW INTERFACE)
Very impressive. I like this! :) Gidd Calden wrote: Advertisement: Listers: Exciting News, if you ever wondered what Remedy might be like if it had a truly user friendly interface well take a look at our new XtremeAIR interface. For those unfamiliar with Adobe Air applications, this is a FLEX/Flash based environment that is extremely light weight, does not require a browser and will work on a MAC. Some of you have looked at our FLEX integration and provided us with excellent feedback and honest comments. It is this input that has helped us continue to be on the leading edge and provide solutions that our customers ask for (not our concept of what they want). What can we do with this interface? What would you like to see in this type of interface? Geezzz, I'll bet you'll get back to us with your comments and suggestions. Behind the scenes: we provide a convenient configuration file (XML) that let's you the user determine things like what part of the interface should appear to the user first, set corporate color schemes and lots more. Deployment is also a very straight forward process as you can see below. A special thank you goes out the genius work by the folks over at J System for their superior XML Gateway tool that powers everything and allows us to not have to rely on use of BMC's Mid-tier ! _ For those interested: Download Installation Instructions Step 1: Adobe AIR:Here is the link to install the Air software: http://get.adobe.com/air/ http://get.adobe.com/air/ Step 2: XtremeAIR: Here is the link to install the Xtreme Air software: http://www.buoyantsolutions.net/xtremeair/xtremeair.air http://get.adobe.com/air/ Use the Open option to select installation. Repeat this process to check for updates in the future. Step 3: Login(s) and test: Once installed, Login/Password is:mmcdonald/mmcdonald Once installed, Login/Password is:jmcdonald/jmcdonald Once installed, Login/Password is:pmcdonald/pmcdonald Regards.Gidd Glidden L. Calden BUOYANT SOLUTIONS, INC. Keeping business afloat ...in a Sea of Solutions Office ( 916.334.0599 FAX 4 916.265.0112 Web 8 http://www.buoyantsolutions.net http://www.buoyantsolutions.net/ E-mail + mailto:g...@buoyantsolutions.net This message and any attachments are intended only for the use of the addressee and may contain information that is privileged and confidential. If the reader of the message is not the intended recipient or an authorized representative of the intended recipient, you are hereby notified that any dissemination of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail and delete the message and any attachments from your system. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- View this message in context: http://www.nabble.com/ADV%3AXtremeAir-%28NEW-INTERFACE%29-tp21205171p21210529.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: How to change the server language?
Unfortunately you cannot change SQL Database collation on the fly. You can change SQL Server collation, but it will only has effect when you will create new databases. I guess you have options: 1. Create new DB with collation you do need. Redo your ARS installation. 2. Transfer a database from one collation to another collation. Pls see MS KB article about this: http://support.microsoft.com/kb/325335 BTW what version of SQL? Mark Milke wrote: Hi BMax, generally it depends on SQL Server Collation, particularry on ARsystem DB collation. Sure. @ALL On UNIX one can change the character coding in the startup script. How to change that on Windows? Mark ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- View this message in context: http://www.nabble.com/How-to-change-the-server-language--tp20257466p20278995.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: How to change the server language?
Mark, generally it depends on SQL Server Collation, particularry on ARsystem DB collation. Mark Milke wrote: Hi Listers, my server (7.1 on my slq server 8.00.760) shows ENU;1250 as server language. How to change that setting? I want my ars to be able to store polish characters. I changed the setting user locale in the user preferences, but this doesn't help. Mark ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- View this message in context: http://www.nabble.com/How-to-change-the-server-language--tp20257466p20276350.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: HTML emails and the subject line
Rick, you cannot set subject in html format. All you can do is to experiment with encodings in all different ways. You can refer to RFC's http://tools.ietf.org/html/rfc822 http://tools.ietf.org/html/rfc2822 I think you can try to play with encoding in Outlook profile if you are using MAPI as outgoing email. Also you should check with you exchange admin settings for sending emails inside and outside your exchange organization. You can try to switch to different sending profiles MAPI to SMTP or vice versa in mailbox config form. Email engine behaves differently depending on this. Also there are 3 files in AREmail dir that have effect on mail encoding EmailDaemon.properties MimeToJavaMapping.properties JavaToMimeMapping.properties take a look at them It took me some time to set up properly my environment. We have two languages and 3 possible encodings for one of them. Rick Cook-3 wrote: We've been converting our emails to go out in multi-part (HTML/text), and are using outgoing HTML templates to allow the contents of the body of an email to be sent in HTML. This is for showing characters in foreign languages without creating separate notification filters for each language set. However, the subject lines are continuing to display in plain text, which would display non-text characters as something like #24744;#22909;#65292. The email manual and online KB provided no help or reference to this at all. I tried applying subject text to the subject line manually, but it isn't translated into HTML by either the email server or Outlook. We are using Exchange as our mail server, Outlook 2007 as the client. Has anyone been able to send the Subject line of a notification in HTML format? If so, could you share with me how you did that? Thanks! Rick ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- View this message in context: http://www.nabble.com/HTML-emails-and-the-subject-line-tp18344611p18346629.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: permissions issues again
Hi, what is the submitter mode for this server(Server information-Licenses tab)? If it's changeable then user with read license will have no chance to modify his ticket. If you'll chage it to Locked he will be able to change it. Be careful to change this as it will effect all server. Refer to documentation on ARS. Regards, Maxim Gary Opela wrote: I have a user who has a read license and is unable to modify her own ticket. The fields on which she is erroring have Public read, and then an explicit group with modify rights. The user is a member of that explicit group. Also, the Allow any user to submit flag is checked. Yet, my user still receives: You do not have a right license, and Unable to modify field: Status errors. Any idea which subtlety I'm missing? Thanks, Gary Opela, Jr., RSP Remedy Engineer Leader Communications, Inc. http://www.5pointleader.com http://www.lcibest.com Best Product, Best People, Best PriceTM An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are - Thanks, Gary Opela, Jr., RSP Remedy Engineer Leader Communications, Inc. -- View this message in context: http://www.nabble.com/permissions-issues-again-tp18197510p18201925.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Changing Server Names
Hi, yes there will be impact. There are several places to change this name. Also there are several documents in BMC KB eg KM-00011095, KM-3288 But you can do a trick with hosts file and nothing have to be changed Regards, Maxim Benjamin Trimmer wrote: Fellow Listers, Would there be any risk in changing a server name from say - ServerAAA to ServerBBB - Both AP and Mid-Tier boxes. ARS 7.1. Regards, Ben * * * * * * * * * * * * * * * * * * * * * * * * * IMPORTANT NOTICE* * * * * * * * * * * * * * * * * * * * * * * * * Unless otherwise indicated or obvious from the nature of the transmittal, the information contained in this email message is CONFIDENTIAL information intended for the use of the individual or entity named herein. If the reader of this message is not the intended recipient, or the employee or agent responsible to deliver it to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please immediately notify the sender using the above contact information or by return email and delete this message and any copies from your computer system. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- View this message in context: http://www.nabble.com/Changing-Server-Names-tp17985322p17985632.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: 9280 - Server not present in configured servers list
If this is limited domain you can always use hosts file (C:\WINDOWS\system32\drivers\etc). Put computername (server name) and it's ip there Also you should configure midtier with correct settings(servername you've saved in hosts file) on General settings page. Regards, Maxim William Rentfrow wrote: I know a bunch of people have gotten this error already for a known bug with qualifications/URLs. This is not that issue. We have a new server on a development domain. The domain has no DNS and is pretty restricted in usage. The server/mid-tier is accessible by IP only and the default web path is set in the format http://100.100.100.100/arsys When I try to open flashboards I get the 9280 Server XYZ is not found in the configured servers list. This is actually correct - that server name is NOT in the configured server listthe thing is - the name it is giving for XYZ is not configured anywhere! If I put that server name into the Mid-tier config I of course can not route to it because there is no server with that name - but the error message does change. So for some reason it is expecting to see that server name and I have no idea where it is getting it. Does anyone know where/how the flashboards display finds the server name it is expecting to connect to in IM 7.03? William Rentfrow, Principal Consultant [EMAIL PROTECTED] C 701-306-6157 O 952-432-0227 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- View this message in context: http://www.nabble.com/9280---Server-not-present-in-configured-servers-list-tp17984904p17985835.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: AIE to/from Oracle 10g - ORA-01722
You should change decimal separator symbol from period to comma or vice versa on system that is running aie. Or you can change this in oracle db parameters Maxim aaivanov wrote: I have Oracle table with a NUMBER(1) field. Oracle is an ext source and try to write from ARS form (from ARS to Oracle). In the ARS form Integer field used. Validate - OK. But after Run in log file i see [Mon Apr 21 2008 11:50:22.3580] Adapter Oracle Adapter: *** ERROR *** ORA-01722: invalid number (EIEMSG 3338) Please help me. Andry -- View this message in context: http://www.nabble.com/AIE-to-from-Oracle-10g---ORA-01722-tp16807975p16850426.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: ITSM 7.0 - Incident - Email Inbound (UNCLASSIFIED)
Hi, Have you tried to do so in version 7? And a little question: You've said - this email address should be one to one with the type of ticket you are submmitting Do you mean that a separate(dedicated) mailbox is required? It doesnt matter what it's name(lets say the name is MyIncomingMBoxForIncident) but it matters when you create filter, because you have to specify condition(Mailbox Name = MyIncomingMBoxForIncident) and this filter should submit to a certain form? Regards, Max FRANK, GORDON CTR DISA JSSC wrote: Classification: UNCLASSIFIED Caveats: NONE You can also do this through a Filter. Follow the following rough steps 1. Create an Inbound email address in the AR System Email Mailbox Configuration form - this email address should be one to one with the type of ticket you are submmitting - Make as many as there are incidents you want to capture - Make sure you select PARSE on the Email Action (on the Advanced Configuration tab) 2. Create a Filter which fires on Submit on the AR System Email Messages form - The Run if will be Mailbox Name = (email address in step 1) - Action will be Push Fields, Create a New Request (1=1) to the HPD:HelpDesk form (this is Incident) - Include all unique fields that you want to be pushed to Incident - Subject should equal Summary - Body should equal Notes or Description (depending upon your version) - Customer should be the From: email address (you can use the system to look up person info off eamil address if you wish) - Default everything else (get all of the Required fields) - If you have automatic assignment setup, then it will assign the ticket based upon the Summary, CTI combination. (CTI is now called Operational Categorization and the fields are Tier 1+, Tier 2 and Tier 3). - The Filter will submit the ticket similar to how the Requester Console submits a ticket. 3. The original email message will only be there on the submit, but the Filter will take the data and create a rough incident. You may need to have constant monitoring because many fields will be defaulted. Most of the time a rough incident is all you need. I've always said that if you have a capability to email (Sendmail, Outlook, etc.) you can create a rough BMC-Remedy ARS ticket. Gordon M. Frank DISA\Version FNS -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Thursday, December 06, 2007 9:17 AM To: arslist@ARSLIST.ORG Subject: Question: ITSM 7.0 - Incident - Email Inbound ** I was wondering if anyone has setup Remedy to create Incidents in ITSM 7.0 using email? Thanks! __20060125___This posting was submitted with HTML in it___ Classification: UNCLASSIFIED Caveats: NONE ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- View this message in context: http://www.nabble.com/Question%3A-ITSM-7.0---Incident---Email-Inbound-tf4956313.html#a14203517 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
