Re: Email Logs size (Out of Office)

[Benedetto Cantatore]

I will be unavailable for an indeterminate amount of time. 

For Remedy issues, please submit a ticket and someone on the Remedy team
will address.  Any issues that need to be escalated should be directed
to David Eng.

Regards,



>>> arslist 08/01/11 00:25 >>>

We are on 7.5 patch 06


On Sat, Jul 30, 2011 at 3:44 PM, pritch  wrote:
> What version are you on - there was an issue with process control
records being duplicated which led to email generation.  I think this
had to do with upgrades from 7.5 yo 7.6xx.  BMC Has a KM article and
about 6 filters that would correct that - don't have the KM number handy
right now.  check and see if your process control records are growing
also - if so, you might want to temporarily shut down the escalation
that processes these records until you can look into it.
>
> Of course this may not be your issue - very little info provided. 
Just a heads up to something I ran into after an upgrade to 7.6.03
>
> - Original Message -
> From: "uday kiran" 
> To: arslist@ARSLIST.ORG
> Sent: Saturday, July 30, 2011 8:32:50 AM
> Subject: Email Logs size
>
> Email log file size is increasing like any thing 10 min 10 gb
> any clue please??
>
> Thanks
> Uday
>
>
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Re: Ticket data content issues (Healthcare Industry)

[Benedetto Cantatore]

Shane,
 
HIPAA is a concern in Healthcare institutions so you need to make sure
that either the techs aren't entering in any patient related data into
the open text fields or that the tickets are viewable only by authorized
individuals.  
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701
 
>>> sha...@samhealth.org 07/22/11 12:08 PM >>>

** I have had a request from our security officer to find out if there
are any specific security concerns we should be aware of in relation to
processing Incident tickets in a healthcare environment.  I think he is
specifically looking at the Summary, Notes and Work Info data that could
be entered by the Service Desk or any of the Technicians/Analysts.  If
anyone from the healthcare industry has some insight they could share I
would appreciate it.  I apologize for not being able to be detailed in
the request, but this was presented to me as a hypothetical so I don't
have much to go on. ARS 7.5ITSM 7.6Windows Server 2008 (64-bit)SQL 2005
Thanks, Shane BuchholzSystems Analyst II - RemedyI.S. Business
OperationsSamaritan Health Services

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Re: BMC Software Acquires Aeroprise

[Benedetto Cantatore]

That answer makes me think of the scene in "My Cousin Vinny" where Lisa Tomei's 
character is responding to a trick question posed to her by the defense 
attorney.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701

>>> david_eas...@bmc.com 07/07/11 1:01 PM >>>

** v\:* {behavior:url(#default#VML);}o\:* {behavior:url(#default#VML);}w\:* 
{behavior:url(#default#VML);}.shape {behavior:url(#default#VML);}Ø  extra 
credit to the first person who can correctly identify what actual Remedy keys 
should be applied to the AR Server when purchasing "Service Mgt Specialist" 
license Well, since AR System 7.1.00, there are no longer license keys for 
users, applications or modules * so it is a trick question and the answer is 
"none". However, if you meant "licenses", then there are two business licenses 
associated with the Service Management Specialist: 1.   AR System User2.
   SRM Analyst / Admin Since SRM uses the AR System user for its license checks 
(i.e. there is no SRM application user license technically within the system), 
the Service Management Specialist would enable the entering of an additional 
count in the AR System User fixed/floating row while in the Add/Remove License 
console.  The number would be a one-to-one correlation of the number of SM 
Specialist licenses purchased* so if you bought 5, you would enter (or add) 5 
to the count of the AR System User license row. -David J. EasterManager of 
Product Management, Remedy PlatformBMC Software, Inc. The opinions, statements, 
and/or suggested courses of action expressed in this E-mail do not necessarily 
reflect those of BMC Software, Inc.  My voluntary participation in this forum 
is not intended to convey a role as a spokesperson, liaison or public relations 
representative for BMC Software, Inc. From: Action Request System discussion 
list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Aker
Sent: Thursday, July 07, 2011 09:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Software Acquires Aeroprise
 ** You gotta remember the BMC Naming Standards checklist that the new 
acquisition rename must adhere to: 1.)Does it contain the words 
"Service","Management", or "Automation"  (if no, try again)2.)Can it be 
represented in a 3-5 letter acronym that is earily similar to everything else 
we sell?3.)Has it been renamed in the last 6 months (if no, rename 
immediately. This applies to existing product portfolio as well)4.)Is it 
completely unrelated to the legacy name that is well known in the marketplace 
(if no, try for something more ambiguous)5.)Have we shoe-horned the 
inherent licensing key structure into the BMC Blue pricing model making it 
impossible for any rational person to figure out how to apply the correct 
license keys per their purchased license names?  (extra credit to the first 
person who can correctly identify what actual Remedy keys should be applied to 
the AR Server when purchasing "Service Mgt Specialist" license)6.)Will the 
new name look good on the BSM Marketing diagram?7.)Can we put "cloud" or 
"on demand" in the name to capitalize on industry marketing trends and buzz?8.) 
   Will the resulting acronym look like something my 3 year old randomly 
pounded out on the keyboard? Nate From: Action Request System discussion 
list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Meyer, Jennifer L
Sent: Thursday, July 07, 2011 9:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Software Acquires Aeroprise ** Thanks.  From now on, I'm going 
to just chuck the B's, T's, and S's, convert Roman Numerals to Arabic, and 
refer to all of their products by number. Jennifer MeyerFrom: Action Request 
System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of 
Chowdhury, Tauf
Sent: Thursday, July 07, 2011 10:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Software Acquires Aeroprise
 ** Well, for the ones that you can actually use, which is MCMIM, it's 2901 :) 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Meyer, Jennifer L
Sent: Thursday, July 07, 2011 10:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Software Acquires Aeroprise ** Does anyone know offhand what 
BMCMITSM is in Roman Numerals? From: Action Request System discussion 
list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf
Sent: Thursday, July 07, 2011 10:21 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Software Acquires Aeroprise
 ** What? What's wrong with BMCMITSM? It rolls right off the tongue. From: 
Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On 
Behalf Of Meyer, Jennifer L
Sent: Thursday, July 07, 2011 10:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Software Acquires Aeroprise ** How does BMC manage to 
slaughter the names of the products it acquires so thoroughly?  "Aeroprise" was 
good.  It was pronounceable.  It was memorable.  "BMC Mobility for IT Service 
Mana

Re: Service Catalogs - attributes/custom attributes

[Benedetto Cantatore]

What do you mean by attributes?  Do mean the questions that are always
asked by default?  Such as "Is this request for you or for someone
else?" would be an example of a question that I always ask for service
items.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701

>>> john.sundb...@kineticdata.com 06/13/11 11:23 AM >>>

** 

Calling all Service Catalog builders...




If you have created custom attributes for any services -- what
attributes have you created?




What attributes - do you always use???








-John



--
John Sundberg
Kinetic Data, Inc."Building a Better Service Experience"
Recipient of:
WWRUG10 Best Customer Service/Support Award

WWRUG09 Innovator of the Year Award


john.sundb...@kineticdata.com
651.556.0930  I  www.kineticdata.com










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Re: Looking for Remedy Administrator in Yonkers, NY

[Benedetto Cantatore]

My apologies I didn't clarify this further; this is a permanent position.  I'd 
also like to request no agencies please, only interested candidates.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701

>>> jos...@svksystems.com 06/02/11 3:38 PM >>>

** Hi Ben,
 
Can you please let me know if this is for contractors.
 
Joseph Andrew
Resource Manager
SVK Systems Inc.
- Original Message - 
From: Benedetto Cantatore 
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Sent: Thursday, June 02, 2011 3:31 PM
Subject: JOB: Looking for Remedy Administrator in Yonkers, NY


** See job description below and please send all responses to Karen Klein at 
kkl...@emerginghealthit.com.

**
 
Overview:
About Emerging Health Information Technology:Emerging Health Information 
Technology is a wholly owned subsidiary of Montefiore Medical Center. Emerging 
Health IT, a healthcare IT consulting and professional services company, is a 
dynamic organization that provides hospitals and medical centers with 
world-class healthcare information solutions. We provide an exciting, 
fast-paced environment in which dedication and innovation are rewarded and 
where individuals can make a difference in the lives of patients. Join us in 
our mission to improve the quality of healthcare through advanced IT solutions! 
Emerging Health IT is located in Yonkers, NY. The Remedy Administrator will be 
responsible for administration and code development in Remedy v.7 and 
associated applications (i.e. Kinetic Data, Aeroprise). Duties and 
Responsibilities:Administrating Remedy version 7.x Interface with client(s) to 
define problems, and propose solutions. Responsible in system design and 
analysis. Design, test and document multiple system interfaces. Accountable on 
deliverables, estimate and schedule Familiar with Software Engineering process. 
Open communication with other teams in design, development, test, life-cycle 
support & problem determination. Familiar with database design, relational 
databases, SQL, and NT Servers Create Reports Provide training to end users 
Create end user documentation and internal documentation as required Ability to 
work independently and in a team depending on the taskQualifications:Bachelor's 
degree in Computer Science or equivalent experience. Intermediate - Familiar 
with Production Support Intermediate - Administrating and developing in Remedy 
on NT Platform Intermediate * ITSM including the following modules: Incident, 
Problem, Change, SLM, Asset and CMDB Basic - ITIL methodology (ITIL 
certification a plus) Basic * Reporting experience (e.g., Business Objects, 
Crystal) Basic - MS SQL Basic * Tomcat, Apache or IIS Knowledge of development 
in Kinetic Data Knowledge of web page design Ability to effectively communicate 
with management, co-workers, and customers is essential Must be able to meet 
deadlines and work on several projects, as well as provide trouble-shooting 
analysis as part of the working week.  
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701
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JOB: Looking for Remedy Administrator in Yonkers, NY

[Benedetto Cantatore]

See job description below and please send all responses to Karen Klein at 
kkl...@emerginghealthit.com.

**
 
Overview:
About Emerging Health Information Technology:Emerging Health Information 
Technology is a wholly owned subsidiary of Montefiore Medical Center. Emerging 
Health IT, a healthcare IT consulting and professional services company, is a 
dynamic organization that provides hospitals and medical centers with 
world-class healthcare information solutions. We provide an exciting, 
fast-paced environment in which dedication and innovation are rewarded and 
where individuals can make a difference in the lives of patients. Join us in 
our mission to improve the quality of healthcare through advanced IT solutions! 
Emerging Health IT is located in Yonkers, NY. The Remedy Administrator will be 
responsible for administration and code development in Remedy v.7 and 
associated applications (i.e. Kinetic Data, Aeroprise). Duties and 
Responsibilities:Administrating Remedy version 7.xInterface with client(s) to 
define problems, and propose solutions. Responsible in system design and 
analysis. Design, test and document multiple system interfaces.Accountable on 
deliverables, estimate and scheduleFamiliar with Software Engineering 
process.Open communication with other teams in design, development, test, 
life-cycle support & problem determination.Familiar with database design, 
relational databases, SQL, and NT ServersCreate ReportsProvide training to end 
usersCreate end user documentation and internal documentation as 
requiredAbility to work independently and in a team depending on the 
taskQualifications:Bachelor's degree in Computer Science or equivalent 
experience.Intermediate - Familiar with Production SupportIntermediate - 
Administrating and developing in Remedy on NT PlatformIntermediate * ITSM 
including the following modules: Incident, Problem, Change, SLM, Asset and 
CMDBBasic - ITIL methodology (ITIL certification a plus)Basic * Reporting 
experience (e.g., Business Objects, Crystal)Basic - MS SQLBasic * Tomcat, 
Apache or IISKnowledge of development in Kinetic DataKnowledge of web page 
designAbility to effectively communicate with management, co-workers, and 
customers is essentialMust be able to meet deadlines and work on several 
projects, as well as provide trouble-shooting analysis as part of the working 
week.  
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


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Re: Incident Scripts

[Benedetto Cantatore]

In your case this is a disadvantage, but makes sense for the companies
that want to provide scripts that are specific to only certain support
groups.  
 
I did this for templates; I created a dummy group and made every
support person a member of that group.  That way whenever I needed to
make a template available to all, I merely permission it for that group.
 I think that should work for you as well for scripts.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701

>>> moe.abdela...@gmail.com 05/25/11 11:46 AM >>>

** 
Is there any reason behind the way BMC developed this piece as being
locked/accessible only to explicit groups?

In our situation, we have 214 support groups and we need to associate
about 23 scripts. That means 23*214 = 4922 script mappings that need to
be loaded into the system. Imagine if the number tripled, that means
69*214 = 14766 mappings.

Does anyone else suffer from this limitation or restriction?
Any work around or we need to do our own customization to make the each
script available to all groups?
 
ARS: 7.5.04
ITSM: 7.6.00
DB: Oracle 10g 
-- 
Mohamed Abdelaziz

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Re: Muliple layers of Row Level access using Dynamic groups (Out of Office 03/10/11 - 03/14/11)

[Benedetto Cantatore]

I will be out 03/10/11 and return back on 03/14/11.

For Remedy issues, please submit a ticket and someone on the Remedy team
will address.

Regards,



>>> arslist 03/10/11 14:19 >>>

Joseph,

Actually

If you put a field on your form that is a display-only, character field
(length
doesn't really matter, but set to 0 just to be complete) and give it
field ID
1005, it will hold the contents of the Advanced Search bar.  This is
regardless
of how that bar is turned on.  Make this field available to all users. 
DO NOT
put it in the view (to prevent any possibility of the customer accessing
it
directly to try and override things -- which they cannot do anyway since
it is
a linked field to the Advanced Search bar).

You could then have On Query (or is it called On Search) active links
see if
that field has a value in it or not.  If it has a value, you could issue
an
error message and stop the search telling the user they should not be
using the
Advanced Search bar.  Make the permissions of this active link public as
well
so it applies to everyone (or if there is a specific group you DO allow
to
use Advanced search, set up permissions or qualifications appropriately
so that
the workflow fires for everyone who is not supposed to use the Advanced
bar).

There is no way that the customer can work around this test regardless
of what
they do.


NOTE: I am just describing a technical capability not commenting on the
overall
solution.  I just wanted to call out that there IS a way to get access
to the
Advanced Search bar contents and you are allowed to test it before a
search is
issued.


By the way, check out the topic "Form action reserved fields" in the
documentation for a discussion of this field ID and the other dozen or
so
special field IDs that if you use them and put fields on your form, you
can
control various aspects/buttons/operations of the system by both having
them
anywhere on your form and by having workflow operations on them control
the
system function availability.


Just goes to show that there are often ways to protect/block even those
who
are "experts" in working around things!

I hope this helps,

Doug Mueller

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of josepht
Sent: Thursday, March 10, 2011 11:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: Muliple layers of Row Level access using Dynamic groups

That is what we are currently doing, but the AR System User Preferences
Form
is slightly different from the Tools -> Options Form. We can set the
default
values and then make the fields read-only on the AR System User
Preferences
Form and  the value will be set on both but the read-only option does
not.
The same applies to things like disabled and hidden. So if the user was
to
try to change their preferences on the AR System User Preferences Form
to
something we don't want, then they can't. Unfortunately there is nothing
stopping them from changing this option in the Options Form. 

If a user was to enable the Advanced Search Bar using the Options Form,
then
click OK the change would take effect on the next form they open. There
is
no trigger that I have found that will fire based on what happens in the
Options Form. Of course we do have an active link that fires on open of
the
new window that just sets the values of these fields back to what we
want
them to be, but it does not take effect until the next time they open a
window. This does not remove the Advanced Search Bar that would be at
the
bottom of their current screen. There is no way that I know of that
would
stop this Advanced Search Bar search without also stopping every search,
since there is no way to determine it the search was made with or
without
it.

Macros are even worse. Wish remedy would make it easy and just give us
the
option to enable and disable these menu items like we can with the
delete
and search menus. That way they would be just grayed out menu items that
don't work for certain users.


Grooms, Frederick W wrote:
> 
> Offhand thought... Are you using server stored preferences (so that
the
> Tools->Options and View selections are stored in the AR System User
> Preferences form)?  If so would a filter that forces those values to
be
> the ones you want help?
> 
> Fred
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of josepht
> Sent: Thursday, March 10, 2011 7:32 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Muliple layers of Row Level access using Dynamic groups
> 
> Currently we have similar workflow in place that does limit the
tickets a
> customer sees. Customers have a default view that forces them to use a
> table
> with the status limitation hardcoded into it. And an Error message
that
> displays if they reach a ticket that is not closed and they managed to
see
> it somehow. 
> 
> But some of the more resourceful users have been able to get around
these
> workflow limit

Re: Muliple layers of Row Level access using Dynamic groups (Out of Office 12/20/10 - 12/24/10)

[Benedetto Cantatore]

I will be out 12/20/10 and return back on 12/27/10.

For Remedy issues, please submit a ticket and someone on the Remedy team
will address.

Regards,



>>> arslist 03/10/11 14:06 >>>

That is what we are currently doing, but the AR System User Preferences
Form
is slightly different from the Tools -> Options Form. We can set the
default
values and then make the fields read-only on the AR System User
Preferences
Form and  the value will be set on both but the read-only option does
not.
The same applies to things like disabled and hidden. So if the user was
to
try to change their preferences on the AR System User Preferences Form
to
something we don't want, then they can't. Unfortunately there is nothing
stopping them from changing this option in the Options Form. 

If a user was to enable the Advanced Search Bar using the Options Form,
then
click OK the change would take effect on the next form they open. There
is
no trigger that I have found that will fire based on what happens in the
Options Form. Of course we do have an active link that fires on open of
the
new window that just sets the values of these fields back to what we
want
them to be, but it does not take effect until the next time they open a
window. This does not remove the Advanced Search Bar that would be at
the
bottom of their current screen. There is no way that I know of that
would
stop this Advanced Search Bar search without also stopping every search,
since there is no way to determine it the search was made with or
without
it.

Macros are even worse. Wish remedy would make it easy and just give us
the
option to enable and disable these menu items like we can with the
delete
and search menus. That way they would be just grayed out menu items that
don't work for certain users.


Grooms, Frederick W wrote:
> 
> Offhand thought... Are you using server stored preferences (so that
the
> Tools->Options and View selections are stored in the AR System User
> Preferences form)?  If so would a filter that forces those values to
be
> the ones you want help?
> 
> Fred
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of josepht
> Sent: Thursday, March 10, 2011 7:32 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Muliple layers of Row Level access using Dynamic groups
> 
> Currently we have similar workflow in place that does limit the
tickets a
> customer sees. Customers have a default view that forces them to use a
> table
> with the status limitation hardcoded into it. And an Error message
that
> displays if they reach a ticket that is not closed and they managed to
see
> it somehow. 
> 
> But some of the more resourceful users have been able to get around
these
> workflow limitations. These are normally the users who have been with
us
> for
> a while and are dead set on recreating what they used to be able to do
> before we implemented row level access and started cracking down on
> security. Granted it is a small portion of our users that are being a
pain
> at the moment, but they have demonstrated this security vulnerability
that
> needs to be resolved completely before someone with malicious
intentions
> discover it.
> 
> We are currently trying to track down how they got past our
restriction so
> we can fix the vulnerability. We hope as soon as we do that the
problem
> will
> be eliminated but knowing some of the more stubborn users they will
likely
> find another way.  Currently it seems like we are in a sinking ship
trying
> to patch leaks as they spring up.The best way I know of to lock them
out
> would be with the row level access permissions as they would not be
able
> to
> find a work around.
> 
> The other thing that has been a thorn in our sides is the macro and
> advanced
> search bar tools which there seems to be no way of  permanently
disabling
> or
> resticting via permissions. Thankfully these are not an issue on the
> Mid-tier, but our management won't allow us to take away the User
> application from those who have been abusing these tools. Right now,
we
> have
> hidden or disabled these tools by default, but there seems to be no
way
> from
> stopping a user from going to their view options and displaying the
macro
> bar or going to their user options and enabling the advanced search
bar.
> We
> can disable them again after they search with those tools, but not
before
> the search actually takes place as we cannot seem to trigger workflow
> based
> on the users actions within that System menu and that System form.
> 
> Thanks for the quick reply and we will look at implementing some of
the
> options you suggested. Especially the computed group idea as that will
> help
> make our workflow a bit more dynamic.
> 
> 
> -Original Message-
> Jason Miller-3 wrote:
>> 
>> Is it a custom app?
>> 
>> Maybe you can create a console for the customer group users and a
table
>> field that only shows resolved tickets by hard coding the status
>> comparison
>> in 

Opinions on Mobility Solutions

[Benedetto Cantatore]

My company is using Aeroprise for scanning inventory and it works great.
 We looking to use a mobility solution for the techs in the field. 
Obviously Aeroprise is a prime choice, but we want to look at the top
viable options.  (x)Matters (I so prefer the Alarmpoint name) has a very
interesting scheduling and escalation features that set it apart.  We've
also looked at Mobile Reach which seems to be comparable to Aeroprise.
 
We've seen demos on all the products, but I've been asked by management
to fish for some opinions from individuals that have experience with any
of the above products.  Appreciate any feedback on your experiences,
success or not with these products.
 
Thank you in advance,
 
 
 
 
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701

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Re: OT ARUtilities 7.6 now available

[Benedetto Cantatore]

Doug, Les, was kind enough to reply to me already.  I've used ARUtils in
past, I think if you've been working with Remedy for any length of time,
you're bound to have some familiarity with his product.  I was only
asking as I'm on 7.1 with the intention of upgrading to 7.6.x.  Since
there's some significant changes between those versions, I had some
concerns.  
 
Thanks for the replies.  
 
PS  Been around since version 3.x , but other than technically being
there, missed out on the sixties.  :)
 
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701
 
>>> rem...@arutilities.com 02/12/11 8:59 AM >>>

I can't think of functions in ARUtilities 7.6 that would not work with
other 7x versions. I am always willing to help sort issues out if they
should come up though.

Since I was 2 when the sixties came to an end, it probably wasn't
quite
that far back Doug ;)

Les Ganton

> Benedetto,
>
> Since AR Utilities uses the 7.6 API, and the API is
backwards-compatible,
> my hunch is yes. Les can probably give us a definitive answer.
>
> For what this is worth, I have been using ARUtilities for more years
than
> I can remember. Well, what I cannot actually remember is when I
bought the
> first version, I have ARUtilities license keys going back to AR 4.5.
Or
> maybe it was in the sixties. If you can remember the sixties, you
weren't
> really there.
>
> Doug
>
>
>
> On Feb 10, 2011, at 10:48 AM, Benedetto Cantatore wrote:
>
>> **
>> Is ARUtilities backwards compatibile with the earlier 7.x versions? 
Or
>> do you we need ARUtilites to match the version you're on?
>>
>> Ben Cantatore
>> Remedy Manager
>> (914) 457-6209
>>
>> Emerging Health IT
>> 3 Odell Plaza
>> Yonkers, New York 10701
>>
>> >>> rem...@arutilities.com 02/09/11 7:39 PM >>>
>> Hello everyone,
>> ARUtilities 7.6 is a New Release
>>
>> The latest version in a line of utilities helping Remedy Developers
>> around
>> the world. This new version offers an incredible search ability for
>> quickly finding workflow. New features include the ability to import
any
>> number of images with just a few mouse clicks. Enhanced HTML
>> documentation
>> allows you to modify the look of the output by making full use of
>> Cascading Style Sheets. Show or hide most list columns to view
search
>> results your way, and reduce some processing time. if you are
supporting
>> an ARS 7.6 server then this is the utility you need most.
>>
>>
>> visit http://www.arutilities.com to download and evaluate.
>> Also take advantage of the special before time runs out.
>>
>> Thanks everyone for your support over the years and helping to make
this
>> ARUtilities the most detailed yet. Send me an email at feedback or
>> supp...@arutilities.com
>>
>>
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>> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
>
> Doug
>
> --
> Doug Blair
> d...@blairing.com
> +1 224-558-5462
>
> 200 North Arlington Heights Road
> Arlington Heights, Illinois 60004
>
>
>
>
>
>
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Re: OT ARUtilities 7.6 now available

[Benedetto Cantatore]

Is ARUtilities backwards compatibile with the earlier 7.x versions?  Or
do you we need ARUtilites to match the version you're on?
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701

>>> rem...@arutilities.com 02/09/11 7:39 PM >>>

Hello everyone,
ARUtilities 7.6 is a New Release

The latest version in a line of utilities helping Remedy Developers
around
the world. This new version offers an incredible search ability for
quickly finding workflow. New features include the ability to import
any
number of images with just a few mouse clicks. Enhanced HTML
documentation
allows you to modify the look of the output by making full use of
Cascading Style Sheets. Show or hide most list columns to view search
results your way, and reduce some processing time. if you are
supporting
an ARS 7.6 server then this is the utility you need most.


visit http://www.arutilities.com to download and evaluate.
Also take advantage of the special before time runs out.

Thanks everyone for your support over the years and helping to make
this
ARUtilities the most detailed yet. Send me an email at feedback or
supp...@arutilities.com

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Re: People Group Roles in Asset

[Benedetto Cantatore]

An asset admin would update the server CIs as required.  The idea is
that when a ticket is created, the support group checks to see how to
route the ticket for that particular server.  What I don't want to do is
create all sorts of bogus roles just because our assignment process is
muddy.  So, trying to figure out the best way to handle this.  
 
I'm thinking that creating new roles is the wrong way to go, but not
sure what to give them to address the conditional branching based on
servers.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701
 
>>> tommy.mor...@radioshack.com 01/03/11 5:16 PM >>>

** Do the groups actually update the asset records?A user/ group has to
hold a role of Supported by to have permissions to update the specific
asset record or they have to be an Asset Admin.  From: Action Request
System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf
Of Benedetto Cantatore
Sent: Monday, January 03, 2011 3:08 PM
To: arslist@ARSLIST.ORG
Subject: People Group Roles in Asset
 ** In version 7.x when relating people/groups to a CI, there are 6
roles that are selectable.  I've gotten a request to add "Hardware
Support" and "Backup Support" as roles.   This is to support server
issues.  I suggested they merely put in both support groups that would
support the server with a role of supported by and the name of the
support group should identify what kind of support they'll do.  The
problem is that based on which server it is there's overlap on who
handles the backup issues; could be either Server Engineering or Storage
Support group.
 
My question to the list is should I add the roles or does anyone have a
better idea suggestion?
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ 
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People Group Roles in Asset

[Benedetto Cantatore]

In version 7.x when relating people/groups to a CI, there are 6 roles
that are selectable.  I've gotten a request to add "Hardware Support"
and "Backup Support" as roles.   This is to support server issues.  I
suggested they merely put in both support groups that would support the
server with a role of supported by and the name of the support group
should identify what kind of support they'll do.  The problem is that
based on which server it is there's overlap on who handles the backup
issues; could be either Server Engineering or Storage Support group.
 
My question to the list is should I add the roles or does anyone have a
better idea suggestion?
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701

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Re: CMDB 7.6 post installation - "AtriumWidget" was not found (Out of Office 12/20/10 - 12/24/10)

[Benedetto Cantatore]

I will be out 12/20/10 and return back on 12/27/10.

For Remedy issues, please submit a ticket and someone on the Remedy team
will address.

Regards,



>>> arslist 12/19/10 20:05 >>>

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Re: ITSM 7.6.3 Slow Start Up Time

[Benedetto Cantatore]

Back when I was on version 7.0.3 ARS on a Linux/Oracle environment
that's how long it took.  I'm on a windows platform now and still on
version 7.1 so can't say what's normal for the release you're on.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701

>>> caruso.fr...@gmail.com 12/02/10 4:05 PM >>>

** ARS 7.6.3
ITSM 7.6.3 (AM,CM,SM,CMDB,SRM)
Solaris 10
Oracle 11g

It is taking about 5 minutes to start ARS with all of the above
mentioned modules. Trying to figure out if this is normal.

Thank you

Frank Caruso
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Re: Remedy OnDemand - SaaS platform discussion

[Benedetto Cantatore]

Anne,
 
While I understand that details are changing, I don't believe they're
changing that fast that they couldn't be listed here, with updates added
to the thread.  You have an oppurtunity to discuss RoD to individuals
who have shut down on the idea and won't take the extra step to go
discuss this with their sales rep.  Also, if there is any
misinformation, it's your chance to dispell it.  
 
I'm presently considering upgrading to 7.6 and along with that comes
the question of scaling my current Remedy environment.  I'm not
seriously considering RoD, but intrigued enough to read the thread. 
There's a cost to upgrading hardware/software and potentially RoD could
make sense.  A statement that customizations aren't allowed is
definately a deal breaker, so reading that, I definately wouldn't
pursue.  Then reading your comment that it is allowed, I'm again
somewhat opened minded towards it.

If you feel Rod is a strong service, then embracing this thread is a
good way to promote it.
 
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701

>>> anne_br...@bmc.com 11/11/10 11:58 AM >>>

Apologies for places we contradicted each other (and hopefully I gave 
you the correct info!) but RoD has been a very fast-moving project, and
things have changed already - for example, we used to not allow
customizations, now we do.

That's why I recommend that anyone on this list contact your account
rep if you are interested and they can get you current details (caveat -
details may change again! we're listening to our customers, and so
adjusting as we go).

Appreciate everyone's interest!

Anne Brock
Principal SC, BMC Software
*** opinions are my own***


From: Action Request System discussion list(ARSList)
[arsl...@arslist.org] On Behalf Of Chowdhury, Tauf
[tauf.chowdh...@frx.com]
Sent: Thursday, November 11, 2010 8:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy OnDemand - SaaS platform discussion

**
Anne,
Thanks for all the info and clarifying on some points. I will tell you
that the BMC rep at the presentation did contradict some of your points.
I apologize if I misspoke but I think it points to the fact that the BMC
folks trying to sell this need to get on the same page!

Tauf Chowdhury | Forest Laboratories, Inc.
Analyst, Service Management
Mobile:646.483.2779


From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Thursday, November 11, 2010 11:34 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy OnDemand - SaaS platform discussion

Hi Ann,

i just realized you posted already.
My question is, are all the database instances in the same database
server? How are the resources from the database server shared among all
the instances?
Is the storage shared too?

Guillaume

From: Action Request System discussion list(ARSList)
[arsl...@arslist.org] on behalf of Brock, Anne [anne_br...@bmc.com]
Sent: Thursday, November 11, 2010 11:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy OnDemand - SaaS platform discussion
**
Please talk to your account reps if you want to learn more about Remedy
on Demand! Here are my comments, but please review our website and talk
to your rep for official comments. I wouldn't normally post this much to
this list, but I didn't want some misconceptions getting hardened in
stone.

1) You do NOT share your database with other companies. You have your
own database instance. You can choose to use multi-tenancy within that,
but you have your own set of apps, your own database
2) We provide Dev, Test and Production environments
3) You own the data (if you're going with BMC - I can't speak to other
vendors)
4) Because it's the same application regardless of whether you are
doing On Demand or On Premise, if you switch from On Demand to On
Premise, you stand up an ITSM instance (takes a couple hours with our
new stack installer!) and bring the data over
5) You can do customizations. We run them through a certification
process to ensure that they won't break on upgrades, but you can
customize.
6) Yes, event managers and discovery data can be integrated with the
system. Other integrations are available as well.
7) BMC handles upgrades, patches, etc.

There are customers for whom On Demand is the perfect fit. There are
other customers who do a lot of customizations, custom apps, etc who
will probably prefer to remain On Premise customers. Luckily, it's the
same great software either way!

If you are interested, I demo Remedy on Demand every Tuesday, at 9:00
a.m. central time; you can sign up for the session at
www.bmc.com/events

Anne Brock
Principal SC, BMC Software

*** My comments here are my own and do not necessarily reflect BMC's
policies, standards, etc. ***


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This e-mail and its attachments may contain

Re: "Working as designed" type defects

[Benedetto Cantatore]

Like most, I'm frustrated with the inconsistencies that have been around since 
version 7.0.  Many are cosmetic and merely a matter of rearranging objects.  
I'm on the bandwagon there, just fix it and make it work the same from form to 
form.
 
I'm concerned with changing the values of the fields.  Is it worth breaking 
backwards compatibility, modifying all your existing data just to make things 
more consistent?  Is the consistency gained worth the tradeoff in making that 
change?
 
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701

>>> jdso...@shyle.net 11/10/10 6:37 PM >>>

** Alternately you could customize some of the most frequently used forms to 
have the Logout button that looks the same as the Home Page and drive that 
button with a Perform-Application-Exit process.. might take some work, but that 
would give some degree of consistency on where you can find the Logout 
link/button..
 
I absolutely agree that it should have been available a little more through the 
application to maintain some sort of visual as well as functional consistency..
 
Joe
 
 
From: Meyer, Jennifer L 
Sent: Wednesday, November 10, 2010 6:23 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: "Working as designed" type defects


 

** We reported that Risk Level/Approval Level defect last year, Tim.   It's 
working as designed!And the Close buttons are a royal pain.  There is a fix for 
the missing workflow, but when there just isn't a Close button*that's 
frustrating. Check out the Object List on the Mid-Tier: no Close, Logout, Home, 
or New Search.  That one drives me up the wall.  To log out, you have to search 
for and open the Home Page, then click Log Out. Jennifer MeyerFrom: Action 
Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf 
Of Timothy Powell
Sent: Wednesday, November 10, 2010 5:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: "Working as designed" type defects
 ** How about the simple fact that Close buttons and/or links are not always in 
the same location and sometime are not present at all. In CM, Urgency, Impact 
and Priority use a scale of 1 * x with 1 being the most severe and x being the 
least severe. But the Risk Level values run 1-x with 1 being the least severe 
and x being the most severe. That ISS ticket came back to us as "Working as 
Designed". The reasoning was that a 1-x scale with 1 being the least severe and 
x being the most gave the customer the opportunity to "extend" the Risk Level 
to accommodate custom risk calculations. But if that is the true design reason, 
then my argument is that Priority, Impact and Urgency should also be designed 
that way and also allow that "extension" capability. I'm going to change the 
ISS ticket to an RFE and see what happens.Like you point out, I just want it to 
be consistent. Tim  From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Meyer, Jennifer L
Sent: Wednesday, November 10, 2010 4:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: "Working as designed" type defects
 ** Guillame, I feel your pain.   I want to respond, not to gripe about the 
lack of consistency across applications, but because I also noted this while 
testing the ITSM 7.6 applications.  Tasks perform differently across 
applications, Problem and Known Error have minimal interaction with Task at 
all, and Saved Searches aren't consistent in the consoles.  This is how it's 
designed, however, and we are reporting a large number of other defects, so I'm 
personally hoping that providing consistency across lesser-loved applications 
is BMC's next focus. Jennifer MeyerRemedy Technical Support SpecialistState of 
North CarolinaOffice of Information Technology Services Service Delivery 
Division ITSM & ITAM ServicesOffice: 919-754-6543ITS Service Desk: 
919-754-6000jennifer.me...@nc.govhttp://its.state.nc.us E-mail correspondence 
to and from this address may be subject to the North Carolina Public Records 
Law and may be disclosed to third parties only by an authorized State 
Official.From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Wednesday, November 10, 2010 1:54 PM
To: arslist@ARSLIST.ORG
Subject: "Working as designed" type defects
 ** I'm sending this post to the list community to see what is the general 
feeling about issues that BMC Support classifies as "working as designed"
The category of issues I am referring to specifically here is inconsistencies 
in functionality between ITSM modules or within a single specific module.
More specifically, and to name only a few, in ITSM 7.5.1 but apparently still 
present in 7.6.3:

- Assigned group searches in tasks are different than assigned group searches 
in change
- Assigned group searches, change manager group searches, and change 
implementer group searches are different
- Task tab in problem investigation is differe

Re: Modify login id

[Benedetto Cantatore]

Application Administration Console (under the Custom Configuration tab)
Expand Data Management Tool
Select Data Wizard Console
 
I think once you're there, you should be able to figure it out further.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701

>>> lj.longw...@gmail.com 11/10/10 3:56 PM >>>

** Rebecca,Where do you find this 'Application Administration'?someone 
mentioned this Data Wizard Console the other day and said it wasn't ITSM 
related*but I can't find it. From: Action Request System discussion 
list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Boyd, Rebecca E.
Sent: Wednesday, November 10, 2010 1:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Modify login id
 ** 7.5 provides a tool for this. Application Administration > Custom 
Configuration > Foundation > Data Management Tool > Data Wizard Console. You 
can read about it in the "BMC Remedy IT Service Management 7.5.00 Data 
Management Administrator's Guide". I seem to recall escalations should be 
stopped first but consult the guide. Rebecca From: Action Request System 
discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Larry Barnes
Sent: Wednesday, November 10, 2010 3:18 PM
To: arslist@ARSLIST.ORG
Subject: Modify login id ** I'm wondering if anyone out there has a simple way 
of modifying a login id for a user and any of their tickets they have created, 
or been assigned.  We have users that are given a login id one way if they are 
a contractor and a different way if they are an employee.  The problem is some 
contractors eventually become employees.  We want to be able to modify the 
employee's current People, User form records and at the same time modify any 
tickets associated with their old login id and link them with their new login 
id.  
I was thinking of creating workflow and a form, for input, but this may need to 
be a SQL script.  I'm just curious if anyone else has done this and is willing 
to share.
We are running on a windows server with ARS 7.5.00 patch 002 with ITSM 7.0.03 
patch 009
 
Thanks,
 
Larry B.
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Re: ITSM and SRM (Out of Office 10/14/10 - 10/26/10)

[Benedetto Cantatore]

I will be out 10/14/10 and return back on 10/26/10.

For Remedy issues, please submit a ticket and someone on the Remedy team
will address.

Regards,



>>> arslist 10/14/10 17:14 >>>

Yes, the IT Service Management Suite Solution Pack (known internally to
BMC as "blue pricing") includes the SRM application.  You then need to
purchase user capacity for the application - either through end user
self-service licenses, the ITSM Suite user license, or through the
Service Management Specialist user license - depending on your needs.

-David J. Easter
Sr. Product Manager, Enterprise Service Management
BMC Software, Inc.

The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc. 
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Sanford, Claire
Sent: Thursday, October 14, 2010 1:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM and SRM

**
David,

Blue Pricing,  Suite Licenses - ITSM Suite (the whole shebang) 7.6.3 -
includes SRM?

Thank you!
Claire


From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Thursday, October 14, 2010 2:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM and SRM
**
Hi Claire,

It depends what you mean by "ITSM 7.6.3 package".

SRM is included in the IT Service Management Suite Solution Pack.   You
get all the Service Support applications as part of the Solution Pack
and then purchase capacity against the applications you plan to use.

SRM is not included with the ITSM applications themselves sold a la
carte under legacy pricing (i.e. the selling model that isn't Suite
oriented).

-David J. Easter
Sr. Product Manager, Enterprise Service Management
BMC Software, Inc.

The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc. 
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Sanford, Claire
Sent: Thursday, October 14, 2010 12:28 PM
To: arslist@ARSLIST.ORG
Subject: ITSM and SRM

**
I need some clarification

Is SRM included in the ITSM 7.6.3 package?


Please don't tell me to ask my salesman... he will have to ask someone
who will have to ask someone else



Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
claire.sanf...@memorialhermann.org
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Re: WWRUG

[Benedetto Cantatore]

I convinced my boss that he would benefit from attending as well as I would.  
So sell your boss on the idea of joining you in attending the conference.  
Honestly, since he just "acquired" me I really felt this was a good way to 
expose him to all the Remedy goodness out there.  Hoping he won't get 
overwhelmed with all the information he'll have to absorb.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701

>>> marc...@cpchem.com 10/11/10 11:57 AM >>>

** v\:* {behavior:url(#default#VML);}o\:* {behavior:url(#default#VML);}w\:* 
{behavior:url(#default#VML);}.shape {behavior:url(#default#VML);}X2  I will be 
anxiously awaiting posts and tweets from the conference ..in Houston. I wish to 
ping some of you lucky enough to go and ask: How do you sell off the idea of "a 
conference in Vegas" to management? I will have to put together a presentation 
for them next year*  Marcelo   From: Action Request System discussion 
list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sanford, Claire
Sent: Monday, October 11, 2010 10:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: WWRUG
 ** Sam, If your company is willing to send you, GO!  Go and learn and network 
and enjoy the camaraderie!  You will be part of a very elite group of people if 
you attend.   I left my first RUG in awe of the people I had met in real life 
from the list and with a renewed sense of wonder in the awesome product that we 
all will forever call Remedy.  I learned as much or more in the RUG tutorials 
than I did in a solid week of Remedy training classes. Sadly, I'll be here at 
home in Houston, sobbing all week long, living vicariously through the posts 
and tweets from the conference. I love my company, they just have different 
priorities and conference travel is not one of them... for some people. C 
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Samuel A. Morris
Sent: Friday, October 08, 2010 2:42 PM
To: arslist@ARSLIST.ORG
Subject: WWRUG** 
Regarding the WWRUG in Las Vegas... I'd like to come to it, my company is 
willing to send me, but I have a concern that the sessions are going to be so 
far over my head that little of it will make much sense (read, I'm very 
inexperienced with Remedy, etc.) As an example, I posted a question on this 
list about being able to display certain items in the Atrium Core Console... 
the one reply I got ended with the line "I have a question - how much 
experience do you have with CMDB?", leading me to feel even more out of place 
on this list. (I subscribed to it in hopes of learning more about Remedy, 
Atrium, ITSM, etc. I have to admit that most of the questions posted here are 
beyond my understanding.) I appreciated the gentlemen who tried to help me, and 
I don't think he meant anything negative in what he asked. But it did give me 
cause to worry about spending so much money on the WWRUG given my lack of 
knowledge of the product.

I guess what I'm asking is, will there be some of WWRUG geared to those with 
not a lot of experience with the various products?

Thank you for your time,
Sam
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Re: WWRUG

[Benedetto Cantatore]

Sam,
 
I highly recommend attending the RUG.  I believe in a previous post
Doug Mueller (http://www.bmc.com/thought-leadership/doug-mueller.html)
mention there would be something for all levels.  
 
In the previous RUGs I've attended, I've always learned something new
and more importantly, it showed me if I was using the Remedy /Remedy
related product consistent with best practices.  You meet people, you
network, and generally leave feeling highly motivated.  
 
Perhaps it would be best for you to review the list of available
sessions, see which of them are of interest to you and ask about them
here on the forum to see how technical it will be.
 
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701

>>> s...@up.com 10/08/10 3:42 PM >>>

** 
Regarding the WWRUG in Las Vegas... I'd like to come to it, my company
is willing to send me, but I have a concern that the sessions are going
to be so far over my head that little of it will make much sense (read,
I'm very inexperienced with Remedy, etc.) As an example, I posted a
question on this list about being able to display certain items in the
Atrium Core Console... the one reply I got ended with the line "I have a
question - how much experience do you have with CMDB?", leading me to
feel even more out of place on this list. (I subscribed to it in hopes
of learning more about Remedy, Atrium, ITSM, etc. I have to admit that
most of the questions posted here are beyond my understanding.) I
appreciated the gentlemen who tried to help me, and I don't think he
meant anything negative in what he asked. But it did give me cause to
worry about spending so much money on the WWRUG given my lack of
knowledge of the product.

I guess what I'm asking is, will there be some of WWRUG geared to those
with not a lot of experience with the various products?

Thank you for your time,
Sam
**

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Re: PreLoginHandshake - how to troubleshoot

[Benedetto Cantatore]

"ConnectionWrite (send()).]General network" it seems to be having
trouble writing to the DB and from the error seems to be network
related.  I'd check the connectivity from your application server to
your DB server.  
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701

>>> marc...@cpchem.com 10/07/10 5:39 PM >>>

I am seeing quite a few "PreLoginHandshake" errors on my ARERROR.log
file. This also seems to cause ARS to stop responding. Restarting the
ARS service does not solve issue. restarting the server does.

My DBAs are telling me that they do not see any issues with the
database. I am able to log into the DB via Mgmt Studio. I would like
guidance on troubleshooting this issue.  Any help appreciated.

How can I check why I'm seeing the errors: Thu Oct 07 13:34:01 2010 
390635 : AR System server terminated -- fatal error encountered (ARNOTE
21)

>From Remedy docs:
ARERR 552
"Failure during SQL operation to the database.
An SQL database error occurred during an operation against the
database. An associated error message contains the full text of the
error message from the database. The error is often a message about
running out of space in the database log or data area. You can correct
this by increasing the size of the data area or by flushing or
increasing the size of the log area."

Queue 390635: List Min20 Max20

I cannot find anything relevant to SQL Server 11 message.

Log:

Thu Oct 07 13:33:10 2010  390635 : Failure during SQL operation to the
database (ARERR 552)
Thu Oct 07 13:33:10 2010 [DBNETLIB][ConnectionWrite
(send()).]General network error. Check your network documentation. (SQL
Server 11)
Thu Oct 07 13:33:46 2010  390635 : Failure during SQL operation to the
database (ARERR 552)
Thu Oct 07 13:33:46 2010 [DBNETLIB][ConnectionOpen
(PreLoginHandshake()).]General network error. Check your network
documentation. (SQL Server 11)
Thu Oct 07 13:34:01 2010  390635 : AR System server terminated when a
signal/exception was received by the server (ARNOTE 20)
Thu Oct 07 13:34:01 2010
   Timestamp: Thu Oct 07 2010 13:34:02.6780
   Thread Id: 4980
   Version: 7.1.00 Patch 007 200904160530 Apr 16 2009 06:46:41
   ServerName: REMEDYSERVER123
   Database: SQL -- SQL Server
   Hardware: Intel Pentium
   OS: Windows NT 5.2
   RPC Id: 5582664
   RPC Call: 5 (GLE)
   RPC Queue: 390635
   Client: User SSUPPORT from Remedy User (protocol 13) at IP address
1.2.3.4
   Form: CTM:People
   Logging On:
   Code: c005
   Operation: read
   Access Addr: 
   Stack Begin:
  Addr: 77BC6F76
  Addr: 005326F7
   Stack End
Thu Oct 07 13:34:01 2010  390635 : AR System server terminated when a
signal/exception was received by the server (ARNOTE 20)
Thu Oct 07 13:34:01 2010 0xc005
Thu Oct 07 13:34:01 2010  390635 : AR System server terminated -- fatal
error encountered (ARNOTE 21)
Thu Oct 07 13:34:23 2010  390635 : Failure during SQL operation to the
database (ARERR 552)
Thu Oct 07 13:34:23 2010 [DBNETLIB][ConnectionOpen
(PreLoginHandshake()).]General network error. Check your network
documentation. (SQL Server 11)
Thu Oct 07 13:34:44 2010  CMDB Dispatcher : Timeout during database
query -- consider using more specific search criteria to narrow the
results, and retry the operation (REMEDYSERVER123)  ARERR - 94
Thu Oct 07 13:34:59 2010  390635 : Failure during SQL operation to the
database (ARERR 552)
Thu Oct 07 13:34:59 2010 [DBNETLIB][ConnectionOpen
(PreLoginHandshake()).]General network error. Check your network
documentation. (SQL Server 11)
Thu Oct 07 13:35:19 2010  Dispatch : Timeout during database query --
consider using more specific search criteria to narrow the results, and
retry the operation (REMEDYSERVER123)  ARERR - 94
Thu Oct 07 13:35:35 2010  390635 : Failure during SQL operation to the
database (ARERR 552)
Thu Oct 07 13:35:35 2010 [DBNETLIB][ConnectionOpen
(PreLoginHandshake()).]General network error. Check your network
documentation. (SQL Server 11)
Thu Oct 07 13:36:11 2010  390635 : Failure during SQL operation to the
database (ARERR 552)
Thu Oct 07 13:36:11 2010 [DBNETLIB][ConnectionOpen
(PreLoginHandshake()).]General network error. Check your network
documentation. (SQL Server 11)
Thu Oct 07 13:36:47 2010  390635 : Failure during SQL operation to the
database (ARERR 552)
Thu Oct 07 13:36:47 2010 [DBNETLIB][ConnectionOpen
(PreLoginHandshake()).]General network error. Check your network
documentation. (SQL Server 11)
Thu Oct 07 13:37:16 2010  BRIE : Timeout during data retrieval due to
busy server -- retry the operation (REMEDYSERVER123.dom.domain.net) 
ARERR - 93
Thu Oct 07 13:37:18 2010  AssignEng : Timeout during data retrieval due
to busy server -- retry the operation (REMEDYSERVER123.dom.domain.net) 
ARERR - 93
Thu Oct 07 13:37:24 2010  390635 : Failure during SQL operation to the
database (ARERR 552)
Thu Oct 07 13:37:24 2010 [DBNETLIB][ConnectionOpen
(PreLoginHandshake()).]General network error.

Re: Pushing Field data from Incident to Task

[Benedetto Cantatore]

TMS:TAS:Save_000 is where the task is created with some basic data pushed in.  
I recommend that you add another push action with the 'Push field if' set to  
'InstanceId' = $InstanceId$  Then specify the fields you want to map.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701

>>> sha...@samhealth.org 10/05/10 12:40 PM >>>

** I am hoping that someone may be able to help me in what is probably a simple 
process that I am overcomplicating.  We have a need to add additional fields to 
both the Incident and Task forms in ITSM.  What I am trying to work out is how 
to push values from the Incident into the Task when the Task is first created.  
Right now some basic data flows through (Requester Info, Location, etc.), but I 
have been unable to duplicate this.  The process should work as follows: 1. 
  Incident is created (HPD:Help Desk * Best Practice View)2.   User starts 
to create a Task (HPD:Help Desk Dialogs * Task View)3.   Request Type set 
to Ad Hoc and Relate button (z3Btn_AddTaskTG) clicked.4.   Task form 
(TMS:Task) is opened, and select data is preset in the Task. What I need to do 
is add functionality so that my fields populate from step 3 to step 4.  I have 
a fairly good understanding of general workflow in ARS, but not a very good 
knowledge of the more advanced functions. Pulling logs of the workflow as it 
happens has not helped me to determine where the data push takes place. ARS 
7.5ITSM 7.6SQL 2005Windows 2008 (64-bit) Any help would be appreciated, and I 
apologize if this is a simple solution that I have just not discovered yet. 
Thanks, Shane BuchholzSystems Analyst II - RemedyInformation ServicesSamaritan 
Health Services

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Re: Working lists disappearing

[Benedetto Cantatore]

Anne,
 
What version of the user tool are you using?  I would frequently bounce
from server to server and every so often it would blank out my list,
which can be very annoying.  I found signing on with multiple users that
don't have a profile triggered that problem.  I'm currently on 7.1 patch
7 and haven't seen that issue again.
 
 
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701

>>> anne.ra...@nc.gov 09/23/10 4:30 PM >>>

** I've seen someone had this issue, but no "fix" was listed.  I added
a new server to my login list, logged into it, then logged back into
server A and all of my working lists were gone!  Is this normal
behavior?  Can you not rely on the working lists to remain? Anne
Ramey***E-mail correspondence to and
from this address may be subject to the North Carolina Public Records
Law and may be disclosed to third parties only by an authorized State
Official. 
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Re: diff b/w .. Incident ..problem..change

[Benedetto Cantatore]

So what are you looking for?  More information or clarification on some of the 
finer points?
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701

>>> pava...@adea.com 09/10/10 11:37 AM >>>

** v\:* {behavior:url(#default#VML);}o\:* {behavior:url(#default#VML);}w\:* 
{behavior:url(#default#VML);}.shape 
{behavior:url(#default#VML);}st1\:*{behavior:url(#default#ieooui) }Thanks Ben, 
I got this link when I googled.  
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Benedetto Cantatore
Sent: Friday, September 10, 2010 9:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: diff b/w .. Incident ..problem..change
 Although I enjoyed Joe's example and it is accurate... you might be looking 
for a bit more info.  This link should help:
 
http://en.wikipedia.org/wiki/Information_Technology_Infrastructure_Library
 
Sections 2.1.2, 2.1.3 and 2.1.4 should help.  
 
Refrigerators falling out of windows are always a problem this time of year.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701

>>> pava...@adea.com 09/10/10 11:22 AM >>>
** Hi Joe, Great example. Thanks  I will have to think of wearing a helmet when 
I am walking on street as well*. J  Have a great week end.  Cheers, Pavan Kumar
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
Sent: Friday, September 10, 2010 8:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: diff b/w .. Incident ..problem..change
 When you are walking on the street, if a refrigerator falls on your head, its 
an incident.. :-)
 
If that refrigerator keeps falling thereafter, it kind of becomes a problem :-)
 
Whatever you might do for that refrigerator not to fall in the future, without 
risking any other casualty, is called a change.. :-)
 
Sorry Pavan, its Friday and that's the best example I could think without 
posting a Friday Humor thread and yet kind of explain what the difference is 
between those 3 entities...
 
Joe
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]on Behalf Of Pavan Kumar
Sent: Friday, September 10, 2010 11:09 AM
To: arslist@ARSLIST.ORG
Subject: diff b/w .. Incident ..problem..change** Hi All, Can any please let me 
know the diff b/w Incident, Problem and Change?? Thanks & Regards, Pavan Kumar 
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Re: diff b/w .. Incident ..problem..change

[Benedetto Cantatore]

Although I enjoyed Joe's example and it is accurate... you might be looking for 
a bit more info.  This link should help:
 
http://en.wikipedia.org/wiki/Information_Technology_Infrastructure_Library
 
Sections 2.1.2, 2.1.3 and 2.1.4 should help.  
 
Refrigerators falling out of windows are always a problem this time of year.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701

>>> pava...@adea.com 09/10/10 11:22 AM >>>

** v\:* {behavior:url(#default#VML);}o\:* {behavior:url(#default#VML);}w\:* 
{behavior:url(#default#VML);}.shape 
{behavior:url(#default#VML);}st1\:*{behavior:url(#default#ieooui) }Hi Joe, 
Great example. Thanks  I will have to think of wearing a helmet when I am 
walking on street as well*. J  Have a great week end.  Cheers, Pavan Kumar
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
Sent: Friday, September 10, 2010 8:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: diff b/w .. Incident ..problem..change
 When you are walking on the street, if a refrigerator falls on your head, its 
an incident.. :-)
 
If that refrigerator keeps falling thereafter, it kind of becomes a problem :-)
 
Whatever you might do for that refrigerator not to fall in the future, without 
risking any other casualty, is called a change.. :-)
 
Sorry Pavan, its Friday and that's the best example I could think without 
posting a Friday Humor thread and yet kind of explain what the difference is 
between those 3 entities...
 
Joe
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]on Behalf Of Pavan Kumar
Sent: Friday, September 10, 2010 11:09 AM
To: arslist@ARSLIST.ORG
Subject: diff b/w .. Incident ..problem..change** Hi All, Can any please let me 
know the diff b/w Incident, Problem and Change?? Thanks & Regards, Pavan Kumar 
CONFIDENTIALITY CAUTION/DISCLAIMER
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you are not the intended recipient or if you have received this in error, 
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you for your understanding and co-operation
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Reopening an SLA in version 6

[Benedetto Cantatore]

ARS 6.3 Patch 21
SLA 6.0 Hoping somene remembers the good ol' SLA 6 days :o)I have an
SLA where the Resolution time is 4 hours.  If I resolve the ticket in 3
hours, The SLA status changes from In Progress to Met.  If for any
reason I reopen the ticket no new SLA is attached.  Is there a way to do
that in SLA 6? I know in SLM this is possible, I am just wondering if
this was a limitation in SLA 6. TIABen Cantatore
Remedy Manager
(914) 457-6209Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701

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Re: Remedy client flashing

[Benedetto Cantatore]

I occasionally get that effect.  I'm not sure what action I take that
causes it.  I merely close the client and start it up again and it
usually goes away.  It hasn't been annoying enough for me to chase it
down.  I suspect that it's a local workstation issue, probably driver
related.
 
 
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701

>>> tim.rond...@phaseforward.com 08/11/10 9:27 AM >>>

Client 7.1 patch 7  XP SP3 when I log in the screen flashes constantly
as though it's refreshing, have to kill the client. Anyone seen this
before, one of our users is having this issue.   I am running the same
thing as well  as many others with out issue. Thanks Tim


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Re: Reporting : How do I get a list of Incidents that I have worked on last week

[Benedetto Cantatore]

The form this report is pulling data from is called 
HPD:HelpDeskAssignmentLogJoin.  Every time the assignment changes to a new 
individual an entry is made.  Use the creation date of the entry.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701

>>> lj.longw...@gmail.com 07/27/10 11:15 AM >>>

** Terry,I can't speak to how ITSM works, but to get this type of functionality 
in custom apps I have worked on in the past, you basically need to have a form 
that gets an entry for EVERY update to an incident, at minimum you would want 
to track who made the update.  Then you could run your report off of this table 
showing any entries that they created*.this would show them the incidents they 
touched for that given time period. From: Action Request System discussion 
list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Terry Bootsma
Sent: Tuesday, July 27, 2010 8:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: Reporting : How do I get a list of Incidents that I have worked on 
last week
 ** Thanks for your feedback so far...

The issue I see with Status History is that it represents the "last" user and 
time that this incident was assigned during the incident lifecycle.  If this 
incident goes from one person to another, reporting via Status History will 
miss the original assignee and group

Terry


On Jul 27, 2010, Ram Rudra  wrote:** Yes, You 
have two fields from the HPD:Help_Desk form,  You can get the report 
requirement.Status_History_Assigned_TimeStatus_History_Assigned_UserThanks & 
Regards,Rambabu RudraSystem AdministratorFrom: Action Request System discussion 
list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Benedetto Cantatore
Sent: Tuesday, July 27, 2010 8:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: Reporting : How do I get a list of Incidents that I have worked on 
last week
**The canned reports are a bit lacking.  I usually take the OOB report and 
modify it to suit me.  So if you prefer Group Assignments to Incidents to use 
'Status-History.Assigned.'  then extract this report from the Reports form and 
modify it.  You'll need Crystal Reports to modify.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701

>>> tboot...@objectpath.com 07/27/10 9:50 AM >>>
** Software: ITSM 7.1 and 7.6 - Incident Management


Hi everyone:

My second arslist post in the same day!  Wow... this must be something... :-)

I've done some investigation into how a person or group would generate a report 
of all incidents that they have worked on for the last "N" days using the OOB 
reports .  Note that they may or may not resolve the incident and may not be 
the last one who "touches" the incident.  From my initial investigation, there 
doesn't seem to be any reports that generate this information. 

There is a report called "Group Assignment to Incidents", but this report 
queries on the "Reported Date" of the incident and not the date that the 
incident was assigned to the group/individual (Explanation: If I was assigned 
an incident that was "reported" before last week, if I run a report using this 
OOB report using last weeks dates, I do not get this incident since it was 
"reported" before last week).

I can't believe that I'm the first one to come across this and would like to 
see how others have addressed this requirement.

Terry

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Re: Reporting : How do I get a list of Incidents that I have worked on last week

[Benedetto Cantatore]

The canned reports are a bit lacking.  I usually take the OOB report and
modify it to suit me.  So if you prefer Group Assignments to Incidents
to use  'Status-History.Assigned.'  then extract this report from the
Reports form and modify it.  You'll need Crystal Reports to modify.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701

>>> tboot...@objectpath.com 07/27/10 9:50 AM >>>

** Software: ITSM 7.1 and 7.6 - Incident Management


Hi everyone:

My second arslist post in the same day!  Wow... this must be
something... :-)

I've done some investigation into how a person or group would generate
a report of all incidents that they have worked on for the last "N" days
using the OOB reports .  Note that they may or may not resolve the
incident and may not be the last one who "touches" the incident.  From
my initial investigation, there doesn't seem to be any reports that
generate this information. 

There is a report called "Group Assignment to Incidents", but this
report queries on the "Reported Date" of the incident and not the date
that the incident was assigned to the group/individual (Explanation: If
I was assigned an incident that was "reported" before last week, if I
run a report using this OOB report using last weeks dates, I do not get
this incident since it was "reported" before last week).

I can't believe that I'm the first one to come across this and would
like to see how others have addressed this requirement.

Terry

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Re: Operational vs Product Categorization

[Benedetto Cantatore]

The prior posts make great points.  I'll add this bit of advice.  When 
developing the Operational Categorization, try to make sure when the tech is 
submitting a ticket that the available choices are intuitive.  The Operational 
Categorizations also need to make sense when you're doing reporting.  So take 
common ticket types and test the Op Cats by seeing if it makes sense both ways.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701

>>> kbeg...@gmail.com 07/13/10 12:00 PM >>>

** I am going to throw my two cents in because this is probably the hardest 
part of implementing ITSM.  make sure when you are defining these that you get 
input/buyoff from helpdesk managers, field tech managers etc  I have seen 
companies in the past where these values where agreed upon but no one though of 
consulting with the people who actually use the application.  You can come up 
with the best Foundational data to you, or to mangement but when it comes time 
to use it, if it does not make sense to them it is going to be a hard roll out, 
not to mention inaccurate reporting from people using the wrong cats etc
 
This might go without saying, but just thought I would throw this out there.
 
Kevin


On Tue, Jul 13, 2010 at 11:51 AM, Thad Esser  wrote:
** The CI would be server "abc.company.com" with asset tag 123, and serial 
number 987654321-123456789.

Product Catalog (example from one of the Topology Discovery defaults):
Tier 1 - Hardware Tier 2 - Processing Unit Tier 3 - Server Product Name - 
ProLiant DL380 G4 Manufacturer - HPServer abc.company.com would be categorized 
as a Proliant DL380.  By using the product categorization on your Incidents, 
you can discern how often the Proliant DL380s are causing issues.  Or how many 
times the Proliant's are being changed (via Change Requests).

Operational Catalog
Tier 1 - Change (or "Add" or "Remove", etc...)
Tier 2 - Server Tier 3 - MicrosoftOperationally, you can track what is 
happening to all the Microsoft servers.  Combine this with the product 
categorization, and you can see how many issues you've had with your Microsoft 
Proliant DL380s.

As has been mentioned, how each company wants to track things varies and can 
get philosophical.

-Thad 


On Tue, Jul 13, 2010 at 8:34 AM, Martinez, Marcelo A  wrote:
Just to mix things up a bit more*In ITSM training I was told that operational 
catalog should be ; and to use "I need to   on my 
". (i.e. " I need to INSTALL SOFTWARE on my DESKTOP"). HTH Marcelo From: 
Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On 
Behalf Of vianna...@hotmail.com
Sent: Tuesday, July 13, 2010 10:27 AM 
To: arslist@ARSLIST.ORG
Subject: Re: Operational vs Product Categorization



 ** Thanks, all responses have been useful!

 
Vi

On Jul 13, 2010, at 11:22 AM, Thad Esser  wrote:
** Its not perfect, but this is what I reduced it down to:Configuration Items 
(CIs) - The specific things in your environment. Product Catalog - The 
different TYPES of those things in your environment. Operational Catalog - The 
things you DO to the things in your environment.  "Operationally" how you deal 
with them.Hope that helps

Thad

On Tue, Jul 13, 2010 at 8:06 AM, Vianna Vianna  wrote:
> **
> Hello!
> I've been asked to define Operational and Product Categorization and
> identify the differences between the two.  I'm having a difficult time
> putting it into words. Does anybody have a brief document or something that
> can help explain why we differentiate now?
>  
> Thanks!
>  
> Vi
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Re: OT - Friday Humor

[Benedetto Cantatore]

Here's my favorite lawyer joke. ...
 
What's the difference between a lab rat and a lawyer?
There's some things even a lab rat won't do.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701

>>> marti...@jmu.edu 06/11/10 12:46 PM >>>

Lawyers seem to be the butt of more than their share of jokes.  So I'll
make a bad situation even worse:

Two kids are discussing their parents.
Kid 1: My dad's a Remedy Developer
Kid 2: That's nothing.  My dad's a lawyer!
Kid 1: Honest?!?
Kid 2: No, just an ordinary lawyer.

Dwayne Martin
With apologies to my lawyer friends.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Danny Kellett
Sent: Friday, June 11, 2010 10:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT - Friday Humor

lol

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Pruitt, Christopher (Bank of
America Account)
Sent: 11 June 2010 14:23
To: arslist@ARSLIST.ORG
Subject: OT - Friday Humor

Subject: Heart-warming lawyer story

This is funny but this lawyer is a cold piece of work.


One  afternoon a lawyer was riding in his limousine when he saw two men
on
the road-side eating grass.

Disturbed, he ordered his driver to stop and he got out  to
investigate.

He asked  one man, "Why are you eating grass?"
"We don't have any money for food," the poor man replied. "We have to
eat
grass."

"Well, then, you can come with me to my house and I'll feed you," the
lawyer said.
"But sir, I have a wife and two children with me. They are over there,
under
that tree."
"Bring them along," the lawyer replied.

Turning to the other poor man he stated, "You come with us also."

The second man, in a pitiful voice, then said, "But sir, I also have a
wife
and SIX children with me !"

"Bring them all as well," the lawyer

answered.

They all entered the car, which was no easy task, even for a car as
large as
the limo was.

Once under  way, one of the poor fellows turned to the lawyer and
said,
"Sir, you are too kind."
"Thank you  for taking all of us with you.

The lawyer replied, "Glad to do it. "You'll  really love my place.

The grass is almost a foot  high"



Christopher Pruitt
Business Consulting III
HP Enterprises Services
972.605.7702 office |
christopher.pru...@hp.com
http://www.hp.comwww.hp.com


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Re: Incident Module - Reported Source

[Benedetto Cantatore]

Marcelo,
 
I always dread these types of requests.  I don't think any workflow is
dependent on reported source field but as a general practice I try to
avoid modifying ITSM objects as much as I can.  I handle it by creating
a dummy field and hiding the original.  

 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701
 
>>> marc...@cpchem.com 06/09/10 12:20 PM >>>

I have been asked to modify and remove some of the selection attributes
for the field "Reported Source" in Incident Management (ITSM 7.0.03).  I
would like to know if there is any adverse effect in removing selection
values.
For example: Delete option "Fax". Rename option "Systems Management" to
System Generated. Etc.

Also, going forward, what is the best way to find out if changing a OOB
field or field value will affect other OOB functionality (i.e.
notifications, approvals, SLAs, etc)?


Thanks,
Marcelo

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Re: All about Mid-tier

[Benedetto Cantatore]

Obviously, heavy testing on your part is going to be required.  I'd
focus on reviewing active links, particularly any that may contain
macros.  
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701

>>> naveen...@gmail.com 06/04/10 6:50 AM >>>

Hi ARS'ers

I have an environment where an ARS custom app has been built. The
current
version of ARS used is 7.0.001. This app has gone through migration
through
multiple version ARS starting version 5.1. Although it was never
intended to
have a thin-client view, we have thought of going with a mid-tier.
Now I have some questions:

1.So after this being installed, I would like to know very much on
what
level the custom app (By custom app I mean using every possible ARS
workflow
action/ui components etc) will be usable in thin client (If I want all
users
to use only thin-client). Ideally I know whatever works in AR User is
supposed to work in thin-client also. Still to be very sure
2.Let's say I have installed 7.0 mid-tier and then I plan to
install 7.5
mid-tier later even before the app is migrated to ARS 7.5. Will this
have
any issues or are there any checks I need to make pre and post
installation
of mid-tier. 

Happy and a peaceful weekend everyone
Cheers,
Naveen
-- 
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Re: Repost - Need help with new Incident Qualification Flashboard Creation

[Benedetto Cantatore]

Last modified date is not a great date to work off as any changes to the
ticket will cause it to update.
 
If you want to go by when the ticket has been resolved/cancelled, if
you're using version 7.x and above, last resolved date would be a good
date to work off of.  Otherwise, you'll need to create a datetime field
and have a filter set it when the ticket is resolved or cancelled.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> neo1...@yahoo.com 05/20/10 8:01 PM >>>

** I am attempting to build a flashboard with the following criteria -


1.) Incidents that are Resolved, Closed or Cancelled
2.) User defined Date range on a Display Only form - Last Week or Last
Month
3.) Only Incidents from Helpdesk or Desktop Support

The issues I am having are with the Date range for Last Month:
1.) If I search for 4/1 - 4/30, the returned results bring back
Incidents from 5/1
2.) The Flashboard brings back Incidents resolved from 3/23, due to we
have Incident Rules to Auto Close in 10 days from the Resolved Status
and AR Escalator is the one who modified this Incident

Anyone have a flashboard with the similar Criteria?

How have you overcome this Last month mayhem?

Is there a true Qualification to get the Last Month of Incidents? I'm
having trouble finding the proper qualification. I have also tested with
Resolved.TIME instead of Last Modified Date; however the flashboard is
blank when I use this.

Here is the current Customqual I have defined in the Active link to set
the criteria-

(("customqual='Status'  >=" + ) + "Resolved") +
) + "AND 'Assigned Group' =") + ) + "HelpdeskSG") + ) + "OR
'Assigned Group' =") + ) + "DesktopSG") + ) + "AND 'Last
Modified Date' >=") + ) + $SDate2$) + ) + "AND 'Last Modified
Date' <=") + ) + $EDate2$)  + 

SDate2 and EDate2 are Date fields on the Display Only with the
Flashboards.

Any Help is appreciated.

Thanks in advance,

Andre
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Re: Mass renaming workflow

[Benedetto Cantatore]

I'd recommend arutilities as well, however, if that isn't an option, you
can export the info to a def file.  Use an editor to search/replace. 
You'll have to be very careful in editing it.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> kelly.lo...@genmills.com 05/19/10 3:48 PM >>>

** If I was allowed to buy or use it onsite here, it certainly would
be.  :^) Kelly LoganOffice  :  763-764-2375Mobile:  313-645-4552 From:
Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Matt Worsdell
Sent: Wednesday, May 19, 2010 2:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mass renaming workflow
 ** http://www.arutilities.com/ is your friend. From: Action Request
System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf
Of Kelly Logan
Sent: 19 May 2010 8:29 PM
To: arslist@ARSLIST.ORG
Subject: Mass renaming workflow
 ** Hello All, I would like to modify a workflow naming convention,
which leaves me with several hundred disabled active links and filters
that have an asterisk "*" on their end. Has anyone done a mass rename
like this?  It certainly seems like you could do so through the
database, but I'm concerned that there is more than actlink.name that
will need to be simultaneously modified.  (Or perhaps there is a server
cache that has to be rebuilt?) Thank you in advance for your ideas and
experiences!  :^) Kelly LoganRemedy Consultant_attend WWRUG10
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Re: Trepidation moving from ARS 6.3 to 7.5 with Helpdesk 5.6 baggage

[Benedetto Cantatore]

It's a bit of an undertaking.  First off, you should make sure that your
hardware can handle the demands of the newer version or that you can
obtains beefier servers.  Then you'll need a learning curve for both
yourself and your company to learn how tickets are handled in 7.6.  Also
you're going from a flat asset to a full CMDB with relationship and
classes.
 
It's worthwhile to make the move, just understand that you have a bit
of work to do.  Set up a test environment and play with it. If you
haven't had exposure to the later versions of Remedy, you may want to
consider consultants.  It would make the transition much easier.
 
 
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> remedyr...@gmail.com 05/17/10 1:52 PM >>>

** What if you went to ITSM 7.6, and used the Best Practice view?  It's
pretty simple to use.
 
Worst case - you create another view that mimics the look and feel of
the 5.6 application you presently have, and the users continue to use
that.  But I would only do that if there was a sustained, long-term
backlash against the 7.6 BP view that could not be addressed any other
way.
 
I have upgraded HD 5.x to ARS 7.1, and the compatibility matrix says
that it is supported on 7.5.  I had some minor problems with data
imports, you might as well if you are including Assets, which would, in
an upgrade, need to go into the CMDB.  Apart from that, nothing I
couldn't overcome in a few hours of tweaking data. 
 
Rick

On Mon, May 17, 2010 at 10:32 AM, Brad Terhune 
wrote:
** Hey everyone.I am currently running ARS 6.3 (with some patching) and
the Helpdesk 5.6 forms.  Remember those?  I like them.  They work
wonderfully for us.The server is Windows Server 2003 R2 and the database
is remote and Oracle. -Anyway, I am currently buying maintenance and
support from BMC.  I was told that in order to stay within the realms of
support I would need to upgrade ARS to 7.5.-Has anyone else done that
using Helpdesk 5.6 with any measure of success? -Also, has anyone moved
away from Helpdesk 5.6 to a different, "out of the box" Helpdesk from
BMC?  What do you think about it? Sorry for such broad questions, but I
really would like to know if my present system is sustainable.  If not,
I'd like to hear what other people on the list tried that worked (or did
not work)? Thank you,
Brad terhunebrad.terh...@live.comuniversity of Tennessee Health Science
CenterMemphis, TN 

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Re: Log size and server performance

[Benedetto Cantatore]

I found 500 megs to be a good size.  I can usually capture what I'm looking for 
within a 10-15 minute window.  
 
 
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> anne.ra...@its.nc.gov 04/21/10 12:29 PM >>>

** I ask because I know appending to a 1 G file takes a lot longer (in computer 
time) than appending to a 1 M file.  I was wondering if anyone was aware of a 
practical limit? Anne Ramey

E-mail correspondence to and from this address may be subject to the North 
Carolina Public Records Law and may be disclosed to third parties only by an 
authorized State Official. From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor
Sent: Wednesday, April 21, 2010 12:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: Log size and server performance
 ** Well, this isn't a definitive answer by any means, but my suspicion would 
be that the log file size should be pretty much irrelevant from a performance 
perspective, since it is just appending to the existing file, which is a quick 
operation.  The more important point is that if you're getting that much 
logging output, just having logging on at all is probably impacting performance 
on the server.  So, if the performance of the system seems acceptable with 
logging turned on, you should be able to let it run as long as you want, at 
least until you either meet you maximum file size or fill up the file system 
you're logging to without any additional performance impact due to the size of 
the log files.  Now, how to do something useful with such large files is 
another question* Lyle From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne
Sent: Wednesday, April 21, 2010 9:49 AM
To: arslist@ARSLIST.ORG
Subject: Log size and server performance
 ** We are looking at capturing more effective logging to try and catch some 
interrmittent problems in production that we can't seem to re-produce in test.  
The problem is that the arfilter log on our server that runs escalations is 
currently 50M and contains about 2 minutes worth of information.  This is, 
obviously, because of the notifications, but I'm curious as to what point I can 
increase my log file sizes before I start to see a perfomance hit.  Any 
ideas/experiences? ITSM 7.0.03 P9ARS 7.1 P6LinuxOracle It looks like 100M would 
catch a 1/2 hour of information or longer in all logs except the arfilter (but 
we have to set all of the log files to the same size).  500M might get us a 1/2 
hour in the filter log, but the other logs will be unnecessarily big and I'm 
wondering if having all of the logs that size could cause server response time 
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Re: AR System server terminated

[Benedetto Cantatore]

Since you noticed a pattern with the times, maybe it's worth running a
log file on escalations at 9 and 2 to see what shows up there as well.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> marc...@cpchem.com 04/08/10 5:20 PM >>>

Thanks Joe.
I did take a look at the websites, but unless I have a faulty memory
module I don't think it relates to my system (good info though!).
Interesting thing is that while I see that the server was terminated
(per the arerror.log) I cannot find an event in the windows event
viewer-> application that correlates to this issue.

I am currently logging API/SQL/Thread/Plugin. But have not seen the
arerror.log file update. Will monitor closely and if it doesn't fail in
a couple of hours... I'm going fishing! ..and will try again on Monday.

Marcelo


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
Sent: Thursday, April 08, 2010 3:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR System server terminated

Marcelo,

You may want to google for 0xc005, one of the hits is
http://www.0xc005.com/

Check it out - you may find something useful that may lead you to a
solution
for your problem..

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Martinez, Marcelo A
Sent: Thursday, April 08, 2010 2:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR System server terminated


Joe, Mark,
Thanks for the info.. I will turn on logging. 
It appears that the memory address is always 0xc005. This also
appears
to happen around the same times... 9-10AM and 2-3PM.

Thanks guys 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Walters, Mark
Sent: Thursday, April 08, 2010 1:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR System server terminated

These are most likely individual threads failing, not the whole server.
 The
RPC queue, 390695, is one used for communication with the plugin
server.
Enable sql\api\thread and plugin logging and then take a look the next
time
you see one of these in the arerror.log.  You should be able to work
out
what's happening at the time and determine if there is a pattern behind
it.

Mark


From: Action Request System discussion list(ARSList)
[arsl...@arslist.org]
On Behalf Of Martinez, Marcelo A [marc...@cpchem.com]
Sent: 08 April 2010 17:50
To: arslist@ARSLIST.ORG
Subject: AR System server terminated

I am encountering these errors (see below) in my arerror.log file. 
The
server is up and no performance issues are experienced by the users. 
I'm
not sure how to troubleshoot. Can anyone point me in the right
direction?
Thu Apr 08 09:07:38 2010  390695 : AR System server terminated when a
signal/exception was received by the server (ARNOTE 20)
Thu Apr 08 09:07:38 2010 0xc005
Thu Apr 08 09:07:38 2010  390695 : AR System server terminated --
fatal
error encountered (ARNOTE 21)
Thu Apr 08 09:09:39 2010  390695 : AR System server terminated when a
signal/exception was received by the server (ARNOTE 20)
Thu Apr 08 09:09:39 2010 0xc005
Thu Apr 08 09:09:39 2010  390695 : AR System server terminated --
fatal
error encountered (ARNOTE 21)
Thu Apr 08 09:31:03 2010  390695 : AR System server terminated when a
signal/exception was received by the server (ARNOTE 20)
Thu Apr 08 09:31:03 2010 0xc005
Thu Apr 08 09:31:03 2010  390695 : AR System server terminated --
fatal
error encountered (ARNOTE 21)
System:
ARS7.1P7
ITSM7.0.03
SQL2005


Thank you,
Marcelo

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Re: Find Known Errors that are NOT related to a Change

[Benedetto Cantatore]

Here's a quick stab at how I'd do it.
 
I'm not sure if you're trying to show this info in a report or in a
form, but basically you want to compare records in PBM:Known Error
against PBM:Known error Associations.  Then search against Request ID02
where it does not match Known Error ID and Request Type equals
Infrastructure Change.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> jha...@gmail.com 04/06/10 3:08 AM >>>

I am trying to figure out how to find Known Errors that are not
associated to a Change request.  We are using Known Errors to track
bugs and enhancements to in-house software.  We associate corrected
KEs to change requests as a Release.  I am trying to find KEs that are
not associated to a change (release) to make sure that they are
addressed and don't fall through the cracks.
I can easily find which ones are associated to a change by looking at
the Associations forms, but I am stumped on how to find ones that are
NOT associated.
We are on ARS 7.1 and ITSM 7.03.

Thanks,
James

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Re: HELP MY PREDICAMENT !!!

[Benedetto Cantatore]

S I shouldn't have sent all that money?  Darn... :(
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> cdonal...@slb.com 04/02/10 2:39 PM >>>

** v\:* {behavior:url(#default#VML);}o\:* {behavior:url(#default#VML);}w\:* 
{behavior:url(#default#VML);}.shape {behavior:url(#default#VML);}It is spam*.. 
http://www.spamdiary.com/2010/02/mugged-in-wales-united-kingdom/ Greg From: 
Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On 
Behalf Of Rick Cook
Sent: Friday, April 02, 2010 1:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: HELP MY PREDICAMENT !!!
 ** It would seem as though she is looking for advice at least, from a group 
she has seen be helpful in other areas. Assuming that this is legit and not a 
scam, can anyone provide her with some?
Rick
From: Daniel Bloom  
Date: Fri, 2 Apr 2010 14:26:39 -0400
To: 
Subject: Re: HELP MY PREDICAMENT !!!
 
This email address has been on the ARSlist since October 2006.I have disabled 
posting anyway. 
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Lisa Doue
Sent: April 2, 2010 11:34 AM
To: arslist@ARSLIST.ORG
Subject: HELP MY PREDICAMENT !!!** 
I'm writing this with tears in my eyes,my fam and I came down here to 
Wales,United Kingdom for a short vacation unfortunately we were mugged at the 
park of the hotel where we stayed,all cash,credit card and cell were stolen off 
us but luckily for us we still have our passports with us.We've been to the 
embassy and the Police here but they're not helping issues at all and our 
flight leaves in less than 7hrs from now but we're having problems settling the 
hotel bills(£1,500 GBP) and the hotel manager won't let us leave until we 
settle the bills,I'm freaked out at the momentLet me know if you can get 
help to us right now.

Thanks


--- On Fri, 4/2/10, Alan Blake  wrote:
From: Alan Blake 
Subject: Re: KMX problems
To: arslist@ARSLIST.ORG
Date: Friday, April 2, 2010, 7:35 AM** Hummingbird has a UI where you can go in 
and unprotect and delete the tables if needed and then the rebuild should be 
able to build the entire index over from scratch.  The URL is typically 
http://:8666/ssadmin  
Alan Blake
Knowlysis

--- On Thu, 4/1/10, Warren Baltimore  wrote:
From: Warren Baltimore 
Subject: KMX problems
To: arslist@ARSLIST.ORG
Date: Thursday, April 1, 2010, 3:47 PM** Folks, I am blindly trying to fix a 
problem with my Knowledge base.
 
First off...
 
KB is running on a Windows 2000 server.  It is KMX 5.4 (I think).  Running on 
Hummingbird 5.4.  It's normally very quiet and I don't need to do anything, 
but
 
I followed the instructions to update the indexes (Killed KMS Indexing Service 
and IIS).
 
Ran the Update scripts
 
Brought everything back andMy helpdesk complained that it was even worse!  
They were right.  The thing was fried.
 
So, I ran kms_Rebuild.bat.
 
This seemed to clean things up BUT none of the published KB's are available!  I 
went back and took a look, and whenever the Published index attempts to build, 
it comes back with an error:
 

C:\Program Files\ar system\apps\kms\bin\Indexing>execsql c:\progra~1\arsyst~1\ap
ps\kms\bin\indexing\up.txt
validate index published validate table;
execsql: execute failed
SQLSTATE: 80913, Native error: 0, error text
[Hummingbird][SearchServer]Table is protected
***

C:\Program Files\ar system\apps\kms\bin\Indexing>pause
Press any key to continue . . .Now, I've tried everything I can think of but no 
luck.  I have even tried adding "unprotect table Published;" to the 
Update_Published.bat script without any luck.  The other update scripts run 
fine.  Just not the published
-- 
Warren R. Baltimore II
Remedy Developer
410-533-5367
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Re: Report on Audit Data

[Benedetto Cantatore]

Wow you're timing is good.  I just finished writing this report.  The
forms you want to report against are HPD:HelpDesk AuditLogSystem for
incident and CHG:ChangeRequest_AuditLogSystem fpr change.  I used the
field Original Request ID to map to Request ID (not to be confused with
Infrastructure Change ID).  The report simply shows:
 
Audit Date
User
Log
 
Hope this is useful.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> kim.sant...@phaseforward.com 03/18/10 1:44 PM >>>

** Change Management 7.0.02 Field 'ASCHG" is set up for auditing.  
Audit Option: is set to "Audit" and Audit Log Key: is set to "None". Is
it possible to report on the audited data?  Looks like the data is
captured in form:CHG:Change Request Audit (in which table points to
CHG:ChangeRequest_AuditLogSystem).Tried looking through the Developers
Reference Guide and looking for some Data Dictionary document. I've had
no luck.   Kimberly
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Re: WWRUG10 Conference Registration is Open!

[Benedetto Cantatore]

Typically in the past these events were sponsored by BMC, are they no
longer doing their own RUG events?  This is not a complaint merely
trying to understand if this RUG is a replacement or an addition.  I
know that last year this RUG was created to fill the vacuum left by the
cancellation of BMC's own event.  Obviously BMC endorses this event, so
does that mean this is our new RUG?  Apologies if this was already
discussed as I was off the list for a bit.
 
Regards,
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> danielbl...@rogers.com 03/16/10 2:49 PM >>>

** On Behalf of the WWRUG10 Advisory it is my pleasure to announce that
our web site with all the details,
and the Registration site are now available for this important annual
event.
 
We have made many improvements and are very pleased to be able to also
announce the Tuesday Keynote Speaker:
Bob Beauchamp, CEO of BMC.
 
Have we gone totally business/sales? Of course not! Doug Mueller will
once again be there for the week and will be presenting 
in the Weds opening Session, and as you will see on the site, plenty of
tutorial and technical sessions .
 
See all the details as they become available at www.wwrug10.com
 
... Dan Bloom
Chairman

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Re: AR System Server Database Connector Error: '[Database Vendor Code: 9055]'

[Benedetto Cantatore]

It might be an issue with your selection criteria.  For the problematic
report, what is the selection criteria used?
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> ranji...@gmail.com 03/15/10 11:20 AM >>>

** Dear Listers,

We need some help and I'm hoping someone here can shed some light on an
issue we are having. 

We are running BO XI Release 2 as our Enterprise server and are
connecting to it from Remedy AR System - User tool to run reports
against our Sybase Database. All of the reports have run in the past.
Some of them run and others give the error: 
Database Connector Error: '42S:Driver] Cannot open catalog: Message
number=94. remedyp.twc.williams.com [Database Vendor Code: 9055]'
This is after the parameter screen appears 
Any help or guidance would be greatly appreciated.

AR System Server (version 5.01.02 Patch 1267)
Operating System AIX 4.3
SQL-Sybase 12.0
Thanks,
Ranjith _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the
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Re: What's the difference between a Remedy Administrator and a Remedy Developer?

[Benedetto Cantatore]

I think Shawn defined it best.  I have administrators that work for me,
well on their way to being developers, but I wouldn't classify them as a
developers... yet.  Myself, I develop, but I still add groups, users,
categories and all the other fun stuff that makes our jobs so much fun. 
So a lot of crossover on job activities.
 
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> shawn.pier...@sug.com 07/22/09 12:56 PM >>>

I would generally agree with what everyone else says, but I put it in
the following way:

If you are talking about a shop that builds custom applications, a
Remedy developer is someone that can do everything the Remedy
administrator role requires, plus development work and have a better
understanding of log files and other aspects of AR System that an
administrator may not know.

When it comes to ITSM, the previous idea is thrown out the window, as
there are multiple levels of administrators (e.g. application vs. ar
system administration) and development is generally much harder so you
can customize ITSM without breaking things.  As a result, being a
"Remedy Developer" should include subcategories for "ARS Developer" and
"ITSM Developer".

Shawn Pierson

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Meyer, Jennifer L
Sent: Wednesday, July 22, 2009 11:13 AM
To: arslist@ARSLIST.ORG
Subject: What's the difference between a Remedy Administrator and a
Remedy Developer?

I'm going to open up a HUGE can of worms today, just because I can.  I
keep seeing these hiring requests come in for Administrators OR
Developers but not both, and every time I do, I think "What the Heck?"

I've been doing software development and administration for better than
a decade now, and devoted more than eight years of that time to Remedy,
and I'm still not certain which skills fall into which bucket.

So just for giggles, I'll start a list, and the rest of you add onto
it.

Jennifer Meyer


ADMINISTRATOR SKILLS
Server Administration
Database Administration
Install the AR System on the Server
Install the Applications on the Server
Troubleshoot the Installations and Re-Install (Inevitably)
Configure the Applications
Import Data to the Applications
System Performance and Tuning



DEVELOPER SKILLS
Requirements Analysis and Design of proposed workflow changes
Modify existing applications using the Remedy Administrator Tool
Create new forms and workflow using the Remedy Administrator Tool
Test, Test, and Test form and workflow changes
Documentation (IMHO underrated and underperformed)

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Re: Performnace Issue Due To Report Fetching

[Benedetto Cantatore]

You can replicate the database on another server and use that strictly
for reporting.  Your data will be behind, by how much depends on how you
replicate.  Even if you do need up to the minute reports, you can at
least off load the user who don't need that.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> norm.kai...@eglin.af.mil 07/17/09 8:50 AM >>>

Here are a few suggestions:

- Build better indexes

- Archive old data in the subject table to reduce overall table size

- Use fewer LIKE statements...i.e., reduce ANYWHERE pattern matching
in
fields where it's not necessary. LIKE is a performance killer

- Consider implementing the NOLOCK option

Norm

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of manoj jain
Sent: Friday, July 17, 2009 6:57 AM
To: arslist@ARSLIST.ORG
Subject: Performnace Issue Due To Report Fetching

** 
Hi Remedians,

I need some suggesstions from your side related to performance issue.
Our DBA team got one query due to this query performance issue
occuring.

Query:


High I/O query



SELECT
T28.C1,C600011000,C536870984,C536870913,C900106001,C901050057,C536871019
,C900200400,C536870958,C536870950,C900170325,C536870935,C90013,C5368
70929,C536870931,C536870914,C536871018,C536870938,C65000,C536870952,
C536871025,C536871038,C53690,C536870912,C7,C900040206,C901092014,C90
0110076,C536870987,C901170021 FROM T28 WHERE (((T28.C112 LIKE
:"SYS_B_00") OR ((T28.C112 LIKE :"SYS_B_01") OR ((T28.C112 LIKE
:"SYS_B_02") OR ((T28.C112 LIKE :"SYS_B_03") OR ((T28.C112 LIKE
:"SYS_B_04") OR ((T28.C112 LIKE :"SYS_B_05") OR ((T28.C112 LIKE
:"SYS_B_06") OR (T28.C112 LIKE :"SYS_B_07" AND
(((T28.C536871018 < :"SYS_B_08") AND ((T28.C65000 LIKE
:"SYS_B_09") OR (T28.C65000 LIKE :"SYS_B_10"))) AND
(T28.C536871019
IS NULL)) AND (((T28.C536870938 >= :"SYS_B_11") AND (T28.C536870938 <=
(:"SYS_B_12" + ((:"SYS_B_13" * :"SYS_B_14") * :"SYS_B_15" OR
((T28.C900110022 >= :"SYS_B_16") AND (T28.C900110022 < (:"SYS_B_17" +
((:"SYS_B_18" * :"SYS_B_19") * :"SYS_B_20")) OR (((T28.C536870984
=
:"SYS_B_21") AND (T28.C536871019 IS NULL)) AND ((T28.C900110022 >=
:"SYS_B_22") AND (T28.C900110022 < (:"SYS_B_23" + ((:"SYS_B_24" *
:"SYS_B_25") * :"SYS_B_26")) AND (T28.C7 != :"SYS_B_27")) AND
(T28.C7 != :"SYS_B_28"))) ORDER BY :"SYS_B_29" ASC



T28 is Report form



So the problem is that number of users try to fetch report
simultaneously from the server.



So what could be the solution for this?



Thanks & Regards,

Manoj Jain 

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Re: History of AR System

[Benedetto Cantatore]

Having started at version 3 and working my way through all the versions,
it makes sense.  I'm training an individual to be an admin and he gets a
bit frustrated at times.  He'll ask me, "Why did they do that?" and I'll
just shrug and say, "That's the way it is."  Not to mention all the fun
little undocumented surprises that makes Remedy such a joy to work
with.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> adif...@gmail.com 07/02/09 1:07 PM >>>

I read the books, completed a project and then went to one formal
training class before realizing I already had the skills they covered.
My first work was on 3.0, but I think 3.2 was out before I made it to
class.

It wasn't all that hard to do that back then.  ITSM is understandably
more complex and ITIL requires a bit more brain sweat to make sure we
get it right.  8)

-al

On Mon, Jun 29, 2009 at 10:35 AM, Benedetto
Cantatore wrote:
> **
> Back in 97, I sat down with the Remedy manual, read it cover to cover
and
> was a Remedy administrator.  There were only two apps (I think);
Helpdesk
> and Asset.  Today, I looking at all the manuals if you have the whole
ITSM
> suite, I no longer think that's possible.  I'm curious, how many
folks
> started Remedy by just reading the docs, or did most people go out
and get
> formal training.
>
> Ben Cantatore
> Remedy Manager
> (914) 457-6209
>
> Emerging Health IT
> 3 Odell Plaza
> Yonkers, New York 10701
>
>
>>>> robert.w.r...@gmail.com 06/29/09 10:56 AM >>>
> ** I began working with the point release of 2.1 late in 1994 or
early 1995
> when I was at Winstar, a gone-broke telecommunications company. I
wrote the
> help-desk app for the network ops center, as well as configuration
forms,
> certification forms, lots of stuff. Back then it was a good front-end
for a
> database. We worked with voice communications, so the FCC required a
lot of
> auditing, all of which had to be written.
>
> I got into Remedy as a C programmer who didn't have a project at the
moment.
> I was horrified to find no Else statements built into the system. I
can't
> remember when that came along, but it was quite an advance in
programming.
> We worked with HP-UX and an early version of Oracle. Installation of
just
> about anything was a bear, but once all the ducks were lined up it
went
> well.
>
> Ever since then I've worked with the ARS. Now it's quite
sophisticated in
> comparison with the old days.
>
> On Sun, Jun 28, 2009 at 4:39 PM, Daniel Bloom

> wrote:
>>
>> From a bit of googling .
>>
>>
>> Remedy Corp.
>> The Company was incorporated on November 20, 1990 in Delaware
>> Headquarters Mountain View, California, USA
>> Key people Larry Garlick, Founder & CEO
>> Dave Mahler, VP Marketing
>> Doug Mueller, Chief Architect
>> Version 1.0 ?
>> Version 1.1 Approx. Nov 1992 still looking for confirmation
>> Version 2.0 was May 19, 1995
>> Version 4.0 was Jan 27, 1999
>>
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList)
>> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the
Answers
>> Are"_
>
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> Are"_



-- 
-al

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Re: Remedy Home Page Ideas

[Benedetto Cantatore]

When I worked at Avon, we had placed a huge button on that empty
whitespace, and placed a jpeg of a model holding one of the Avon
products.  Before we actually went live that was removed, which I
thought was a shame because it looked good and made sense for that
company.  Still not sure what was the rationale for taking that down.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> jack.cov...@mckesson.com 07/02/09 11:49 AM >>>

** So the Remedy home page sucks.  I don't like the application links,
they aren't user friendly.  I have some ideas on how I'd like to
implement something better but would like to see what other people have
done.So if you have something that is really cool and want to show it
off please let me know.  Thanks!!Jack CovertCorporate ITRemedy Support
Team
Remedy Support Team Home
Pagehttp://collaborate.mckesson.com/sites/esm/remedy
Remedy Q&A Sessions on Thursdays @ 10:30 AM PTDetails on Remedy Support
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Re: Crystal report - only showing one parameter

[Benedetto Cantatore]

Aaron,
 
Since you're on version 9, I'm not sure if this command is support, but
I think it should.  Create a formula, and use something like this:
 
join ({?Groups}, ", ")
 
Replace {?Groups} with whatever you call your parameter.  
 
Regarding the subreport, check your selection criteria.  You should be
able to insert a subreport and link the parameter field to a field on
your subreport to filter.  When I don't see results that I expect in a
report I simplify the selection criteria to as inclusive as possible and
slowly add in qualifications until I've gotten it working as it should.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> aaron.cronin...@msd.govt.nz 06/30/09 7:12 PM >>>

** Hi Listers
 
I have created a report which uses a parameter allowing multiple
values.(HPD Assigned to Group)
 
This parameter works fine in a cross tab but when I add it to the
report as a field, it only shows the first value.
 
Similarly, if I link a sub report to the parameter, it also only uses
the first value.
 
Any help appreciated.
 
 
Crystal Reports 9
ARS 6.3
Oracle 10G
 
 

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Re: History of AR System

[Benedetto Cantatore]

Back in 97, I sat down with the Remedy manual, read it cover to cover
and was a Remedy administrator.  There were only two apps (I think);
Helpdesk and Asset.  Today, I looking at all the manuals if you have the
whole ITSM suite, I no longer think that's possible.  I'm curious, how
many folks started Remedy by just reading the docs, or did most people
go out and get formal training. 
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> robert.w.r...@gmail.com 06/29/09 10:56 AM >>>

** I began working with the point release of 2.1 late in 1994 or early
1995 when I was at Winstar, a gone-broke telecommunications company. I
wrote the help-desk app for the network ops center, as well as
configuration forms, certification forms, lots of stuff. Back then it
was a good front-end for a database. We worked with voice
communications, so the FCC required a lot of auditing, all of which had
to be written.

I got into Remedy as a C programmer who didn't have a project at the
moment. I was horrified to find no Else statements built into the
system. I can't remember when that came along, but it was quite an
advance in programming. We worked with HP-UX and an early version of
Oracle. Installation of just about anything was a bear, but once all the
ducks were lined up it went well.

Ever since then I've worked with the ARS. Now it's quite sophisticated
in comparison with the old days.

On Sun, Jun 28, 2009 at 4:39 PM, Daniel Bloom 
wrote:
>From a bit of googling .


Remedy Corp.
The Company was incorporated on November 20, 1990 in Delaware
Headquarters Mountain View, California, USA
Key people Larry Garlick, Founder & CEO
Dave Mahler, VP Marketing
Doug Mueller, Chief Architect
Version 1.0 ?
Version 1.1 Approx. Nov 1992 still looking for confirmation
Version 2.0 was May 19, 1995
Version 4.0 was Jan 27, 1999


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From: Action Request System discussion list(ARSList)
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Re: Useful information about BMC Analytics

[Benedetto Cantatore]

I looked at BMC Analytics about a year ago and I really wanted to get
that, however, all the points that Guillaume made are true.  So while
Analytics is based on the BO engine, you don't have the freedom to do
reporting outside its scope.  I think both vendors miss out by creating
that limitation.  So while its a powerful reporting tool I would love to
put in the hands of my end users, at the end of the day, I need to be
able to create reports without some of the limitations imposed by the
Analytic product.  
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> guilla...@dcshq.com 06/04/09 12:58 PM >>>

** 
I will not even attempt to answer that...Hopefully someone at BMC can
answer that...
Before I got the information below, I went to several support techs as
you can imagine, since most people at BMC don't have a clear
understanding of all this.

It could depend on the BMC Analytics version. The info below is from
Analytics 2.5

-Guillaume


-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Tony
Worthington
Sent: Thu 06/04/09 11:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Useful information about BMC Analytics

I remember hearing in Vancouver that you could purchase the universe
and
not the B/O components.  Maybe that was incorrect or has changed?


  Tony Worthington
  Sr. Technical Analyst
  Kohl's Department Stores
  N56 W17000 Ridgewood Drive
  Menomonee Falls, WI 53051
  262.703.7763 (phone)
  tony.worthing...@kohls.com
  www.kohls.com




From:
"Pierson, Shawn" 
To:
arslist@ARSLIST.ORG
Date:
06/04/2009 10:14 AM
Subject:
Re: Useful information about BMC Analytics
Sent by:
"Action Request System discussion list(ARSList)" 



**
We have the opposite issue.  We have been Business Objects users for
years, and we?ve owned BMC Analytics for a year and a half, but the
?extra? BO server license is really useless for us since we put it on
our
production BOXI server.  BMC didn?t want to give us a discount even
though
we wouldn?t be using their BOXI licenses.

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Re: Business Objects

[Benedetto Cantatore]

I think so, I was working with Turing at the time, speifically Matt
Reinfeldt was the individual who helped to troubleshoot that issue.  I
know that Matt reads the list every so often so maybe if he recalls this
problem he can comment.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> bso...@scholastic.com 02/26/09 11:54 AM >>>

** Thanks. So did BMC say it was their error?

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Benedetto Cantatore
Sent: Thursday, February 26, 2009 11:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Business Objects



** Brian,
 
I ran into the same exact error.  To correct, I had to create the path
it was looking for and probably copy over a few of the files as a
workaround.  Sorry, I no longer recall what those files are and I'm at a
different company now.  I was told that the next patch was going to
correct that issue.  At the time I was on ARS 7.0 patch 3 and ITSM 7.0.1
patch 3.  Since you're at a much later version than what I was at the
time, I'm guessing they haven't patched that or that they reintroduced
the problem.  
 
 
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> bso...@scholastic.com 02/26/09 11:14 AM >>>

** 
I have been trying in vain for many, many months to get BO to work with
our MidTier. Business Objects says it is a BMC problem and vice versa.
On top of that I don't really trust our Crystal admin. Up to now I could
get the reports to display but always got an error when I tried to print
them. I am able to export the report to a pdf but can not print it. Now
I have another problem. I just updated the report in the remedy Report
form and get this error:
An unexpected error has occurred 
com.crystaldecisions.sdk.exception.SDKException$Unexpected: An
unexpected error has occurred cause:java.io.IOException: CreateProcess:
"C:\Program Files\Business Objects\BusinessObjects Enterprise
11\win32_x86\plugins\desktop\CrystalEnterprise.Report\ReportAdd.exe"
-report "C:\Program Files\AR
System\ARWebReportViewer\reports\m11c23c11b16\6shgOZtHHZgKVndQxd8aK8q3Ak\POReport.rpt"
-newrpt -discard -version 1100 -thumbnail -outfile -token
z...@ag@_E\TAgWDIea[I

Re: Business Objects

[Benedetto Cantatore]

Brian,
 
I ran into the same exact error.  To correct, I had to create the path
it was looking for and probably copy over a few of the files as a
workaround.  Sorry, I no longer recall what those files are and I'm at a
different company now.  I was told that the next patch was going to
correct that issue.  At the time I was on ARS 7.0 patch 3 and ITSM 7.0.1
patch 3.  Since you're at a much later version than what I was at the
time, I'm guessing they haven't patched that or that they reintroduced
the problem.  
 
 
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> bso...@scholastic.com 02/26/09 11:14 AM >>>

** 
I have been trying in vain for many, many months to get BO to work with
our MidTier. Business Objects says it is a BMC problem and vice versa.
On top of that I don't really trust our Crystal admin. Up to now I could
get the reports to display but always got an error when I tried to print
them. I am able to export the report to a pdf but can not print it. Now
I have another problem. I just updated the report in the remedy Report
form and get this error:
An unexpected error has occurred 
com.crystaldecisions.sdk.exception.SDKException$Unexpected: An
unexpected error has occurred cause:java.io.IOException: CreateProcess:
"C:\Program Files\Business Objects\BusinessObjects Enterprise
11\win32_x86\plugins\desktop\CrystalEnterprise.Report\ReportAdd.exe"
-report "C:\Program Files\AR
System\ARWebReportViewer\reports\m11c23c11b16\6shgOZtHHZgKVndQxd8aK8q3Ak\POReport.rpt"
-newrpt -discard -version 1100 -thumbnail -outfile -token
z...@ag@_E\TAgWDIea[I

Re: Books for Remedy version 6 ,7 and CMDB

[Benedetto Cantatore]

2.Crystal Reports 2008: The Complete Reference (Complete Reference
Series) by George Peck
Excellent book, covers beginners to advance topics.  I'd almost say
with regards to Crystal, the only book you'll need.  Also tek-tips.com
has an excellent crystal forum, between the two, you'll have a good
understanding of Crystal.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> rajatsha...@eaton.com 02/18/09 11:30 PM >>>

** ** I think we are going out of context here
I wanted to know if we have books in the market so that I can buy and
enhance my knowledge
I found couple of books in the Amazon website
 
1.Crystal Reports: A Beginner's Guide by David McAmis
2.Crystal Reports 2008: The Complete Reference (Complete Reference
Series) by George Peck
3.Step-by-Step Guide to Building a CMDB by BMC Software
4.Viewpoint: Focus on CMDB by BMC Software
 
Any comments on these books ..?

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: Thursday, February 19, 2009 7:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: Books for Remedy version 6 ,7 and CMDB



** Its actually slicker than that. Its basically print on demand. Keeps
inventory and costs lower. 

Rick 
Sent from my Verizon Wireless BlackBerry
From: William Rentfrow 
Date: Wed, 18 Feb 2009 20:20:39 -0600
To: 
Subject: Re: Books for Remedy version 6 ,7 and CMDB

Actuallyanyone can publish a book and get it on Amazon.  All you
need to do is write the book and then get an ISBN # and the
corresponding UPC graphic ($125? - been a long time since I looked). 
When your book is printed it must have that number/graphic on it.  Then
you just fill out the appropriate paperwork and asking price, and send
two copies to Amazon.  They'll list it with your description and price. 
They get a cut of the sale - 55% I believe.
 
That may seem like a lot but it's substantially better than what large
publishers give authors for each book sold.
 
If they sell out they will then re-order from you.  I don't know the
full details but it seems the way to go if you're inclined toward
self-publishing and do not want to do the fulfillment part of it.
 
William RentfrowPrincipal Consultant, StrataCom
inc.wrentf...@stratacominc.com715-410-8056 C715-592-5185 O
 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Tim Widowfield
Sent: Wednesday, February 18, 2009 5:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Books for Remedy version 6 ,7 and CMDB



** DIV {MARGIN: 0px}I cannot fault your logic, John.  The actual
market for any book dealing with Action Request System must be
exceedingly small.  And yet I see books on the market with audiences the
must be equally tiny.  For example, how many people in the world
actually develop and administer PeopleSoft applications?  Probably a
fair number.  Now, of that "fair number" how many are interested in SQR?
 (So interested that they'd buy a book.)  A handful?  Maybe 20?  OK, 50,
tops!  But look at this:

 
http://www.amazon.com/SQR-PeopleSoft-Other-Applications-Second/dp/1932394001

Now, I happen to know a little SQR because I worked at Brio for awhile.
 It's a very esoteric query language.  Oh, it's interesting, to be sure,
but why is there a whole book on it?  (OK, it's a pretty old book, but
even in 2003 the market must have been a sliver of a sliver.)

I know the technical book publishers are not interested in Remedy.  And
I know they have "good reasons" for not persuing the ARS market.  But
I'd bet you any amount of money if Oracle or PeopleSoft bought AR System
from BMC, there'd be at least 5 titles on ARS within six months.  And at
least four of them would stink.

John, they don't wanna, 'cause they don't wanna.

--Tim

From: John 
To: arslist@ARSLIST.ORG
Sent: Wednesday, February 18, 2009 1:13:13 PM
Subject: Re: [ARSLIST] Books for Remedy version 6 ,7 and CMDB

** 

Also -- I have thought of this too.


Consider how many would actually be purchased?


If BMC says they have 10,000 Sites -- how many customers is that? 


Lets assume 10,000.




Lets assume they all want to buy 1 copy.




That would be 10,000 sales.




How much would somebody pay for that book?


$100?




OK - $1,000,000 in.


However -- 
cost of publishing
cost of writing
cost of printing
cost of selling
opportunity cost to have gone fishing instead (this is quite high)






I claim not 10,000
I claim not 100%
I claim not $100.


roughly half of each.




Now we are talking $125,000 in. --- Not enough to do it.






-John









-- 
John David Sundberg
235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
john.sundb...@kineticdata.com



On Feb 18, 2009, at 1:06 PM, Pierson, Shawn wrote:
** Also, wouldn't BMC have to give permission to the authors of such a
book?  How would you handle copyright terms, screenshots, etc.?  I
always assumed that the reason the

Re: Books for Remedy version 6 ,7 and CMDB

[Benedetto Cantatore]

Remember the Tips and Tricks books they've handed out at past RUGs?  I
found that particularly useful and the scope is not quite as daunting as
trying to cover the entire suite of products.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> hbr4...@gmail.com 02/18/09 3:54 PM >>>

** Like the book they use to hand out at the CMDB class.
 
Not a bad idea.
 
hbr


On Wed, Feb 18, 2009 at 2:56 PM, William Rentfrow
 wrote:
** Not that I'm seriously considering this or anything - but if someone
really wanted to do this it probably would work best as a
cross-promotion for something else - either collaborating with BMC or
helping to promote/monetize some other endeavor.
 
William RentfrowPrincipal Consultant, StrataCom
inc.wrentf...@stratacominc.com715-410-8056 C715-592-5185 O
 


From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Howard Richter
Sent: Wednesday, February 18, 2009 1:41 PM 

To: arslist@ARSLIST.ORG
Subject: Re: Books for Remedy version 6 ,7 and CMDB






** The real question is how many people would buy the book?
 
hbr


On Wed, Feb 18, 2009 at 2:33 PM, William Rentfrow
 wrote:
** BMC would not have to give permission.  Under the "fair use" law a
person could write such a book as long as they could reasonably be
considered to be profiting from their unique material (i.e., the book)
and they used BMC product information, screenshots, etc, to support
their main and unique material.
 
That said, you'd ring up a fortune in lawyer/editor fees making sure
you were in compliance.  You'd be way better off getting
BMC's blessing and/or collaboration for this sort of thing.
 
William RentfrowPrincipal Consultant, StrataCom
inc.wrentf...@stratacominc.com715-410-8056 C715-592-5185 O
 


From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Wednesday, February 18, 2009 1:07 PM 

To: arslist@ARSLIST.ORG
Subject: Re: Books for Remedy version 6 ,7 and CMDB






** 
Also, wouldn't BMC have to give permission to the authors of such a
book?  How would you handle copyright terms, screenshots, etc.?  I
always assumed that the reason there are no Remedy books out there is
because Remedy/Peregrine/BMC never gave permission to anyone.
 
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Wednesday, February 18, 2009 12:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Books for Remedy version 6 ,7 and CMDB

 
** 
Also, a "Remedy" book would need to cover the ITSM applications, CMDB,
SLM, KM and SRM.
I just don't see a core ARS book being useful enough for the general
reader.

This Remedy book would need to be updated anytime a new version of ARS,
ITSM, CMDB, etc, is released to be useful.
Therefore it would need to be updated every 2 years or so, which makes
the whole project unfeasible.

I guess the only solution is for BMC to provide "more affordable" web
based training...

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of
William Rentfrow
Sent: Wed 02/18/09 12:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: Books for Remedy version 6 ,7 and CMDB

HmmmI've been looking for a writing project

The worst part about writing a Remedy book would be bearing the
examination of all of the extremely well-versed people on the list.  I
can see it now - "On page 77 you saying 'RUN PROCESS' is useful but
you
don't elaborate on the 413 ways it can blow up a server."


William Rentfrow

Principal Consultant, StrataCom Inc.

wrentf...@stratacominc.com

715-410-8056 C

715-592-5185 O





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-- 
Howard Richter
Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified 
E-Mail = hbr4...@gmail.com
LinkedIn Profile = http://www.linkedin.com/in/hbr4270
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Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified 
E-Mail = hbr4...@gmail.com
LinkedIn Profile = http://www.linkedin.com/in/hbr4270
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Upcoming Changes to Electronic Product Distribution - Please Read

[Benedetto Cantatore]

As a user of BMC Software's Electronic Product Distribution (EPD) site,
you should be aware of a few upcoming changes that will enhance your use
of the site. Beginning Jan. 19, 2009, we are implementing the following
changes: >"My Favorite Downloads" will be replaced by "My Entitled
Products">"My Entitled Products" will now be displayed based on the
support IDs associated with your support profile>Product trials can be
requested by selecting the "Request Trial" button 
So if I'm reading this correctly, I no longer have to look at pages of
products I don't own to get to stuff I actually care about.  If that's
the case this is great change, was a bit annoying sometimes hunting down
docs/downloads.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701

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Re: BMC Remedy ARS + ITSM Interview Questions

[Benedetto Cantatore]

Salma,
 
There was a similar thread about interview questions a couple of months
back, but there isn't a "standard" set of interview questions.  If
you're interviewing, be prepared for questions across the board.  The
responses given so far are some good examples of what you should be
prepared for, but your best preparation would be to understand what the
interviewer's interests are and show you can fulfill those needs.  So if
the job description shows a need for customizations, then reviewing the
workflow admins guides would be a good start.  If the company has ITSM,
perhaps they want someone who understands all the modules and how they
should be configured.  
 
Based on your description of having 1 year's experience in Remedy and
ITSM, if I was interviewing you and I was looking to tech you out, I'd
ask technical questions based on the level of the position I needed
filled.  Then I'd purposely ask some technical questions beyond your
experience.  One, to see if you have any knowledge in that area, and two
to see how you handle answering those questions.  Also, I'd be
interested in your troubleshooting abilities, so would ask questions
around how you would handle certain situations.
 
Hope this is helpful,
 
 
 
 
 
 
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 11/30/08 11:55 PM >>>

Thank You so much Frank. This will surely help me in preparing for my
interviews.


Frank, Gordon M. (CMS/CTR) wrote:
> 
> Some of the responses I am seeing on ARSList are a little complex.
> 
> Here's some more common questions (remember your Resume will tell
your
> capabilities):
> 
> 1. What is the difference between and Active Link and a Filter?
> 2. What is a .def file used for?
> 3. What is a .arx file?
> 4. Who is Doug Mueller?
> 5. What is a use for an Active Link Guide?
> 6. What type of field it the "Worklog" field?
> 7. Name two DBMSs in which Remedy ARS can run on top of?
> 8. What does ARS stand for?
> 9. What are the core fields?
> 10. What does $MENU$ do?
> 
> And so on. You'd be amazed at the number of interviews I've
conducted
> and the interviewee couldn't answer these basic questions.
> 
> A database question I like to ask is: What's the difference between
> SYSMAN and SYSTEM in an Oracle world?
> 
> A very simple UNIX question is: What does LS do?
> 
> 
> Gordon M. Frank
> 
> Remedy Skilled Professional
> 
> ITIL V3 Certified
> 
> Lockheed Martin
> 
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Salma
> Sent: Thursday, November 27, 2008 2:02 AM
> To: arslist@ARSLIST.ORG
> Subject: BMC Remedy ARS + ITSM Interview Questions
> 
> Dear Team,
> 
> As i have completed my 1 year with ARS and ITSM application ,
planning
> to
> take up some interviews. Please can any one help me with some
interview
> questions which are commonly asked . So that i can prepared for my
> interview
> . 
> 
> 
> Please post me all the question which you guys faced during ur
> interviews .
> 
> And also apart from ARS or ITSM , any possibilty of asking questions
> from
> other topics like Database, OS , Network , If yes please let me the
same
> .
> 
> 
> Thanks in advance ,
> 
> Salma
> -- 
> View this message in context:
>
http://www.nabble.com/BMC-Remedy-ARS-%2B-ITSM-Interview-Questions-tp2071
> p2071.html
> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
> 
>

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>
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> 
> 
:-):-):-):-)
-- 
View this message in context:
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Sent from the ARS (Action Request System) mailing list archive at
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Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

[Benedetto Cantatore]

Maybe some archiving of older data might help.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 11/25/08 10:26 AM >>>

Classification:  UNCLASSIFIED 
Caveats: NONE

Norm,

You may want to investigate whether you can use BMC or SQL Full Text
search options to improve the performance. Alternatively, I've found
it
helps to interview the culprits to understand how they are utilizing
the
system to do their job. Often you can add an indexed field that allows
them to categorize/track what they are looking for on a repeat basis.

Christopher Michaud



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E CIV USAF AFMC
96 CS/SCCE
Sent: Tuesday, November 25, 2008 8:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Good suggestion...I'm pretty familiar with the new worklog model in
version 7 and its advantages and disadvantages.  Unfortunately, that
entails a very large coding effort, which I'm not able to do on this
system.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Benedetto Cantatore
Sent: Tuesday, November 25, 2008 8:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

** 
Norm,

Perhaps you need to steal an idea from version 7 and make the worklogs
a
parent-child relationship with the main form.  This would accomodate
the
individuals that need to get to specific information in the worklog
and
ease up the burden on your database.  If you can install version 7 on
a
server, you'll see how it works and adopt it.  

Ben Cantatore
Remedy Manager
(914) 457-6209

Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 11/25/08 8:56 AM >>>

Yeah, I suspected the same thing going in, but free disk space is
abundant.  Only about 20% of the disk is used.

I have concluded that the issue is the diary searches.  I suspected
that
this was a problem about a month ago, so I created a form and a filter
that would capture a record every time a user did a diary search. 
Sure
enough, I discovered users were doing diary searches dozens of times
per
day.

There are now over 500,000 tickets in this system, and each ticket
contains diary entries of up to 30 pages (or more) in length.  Users
were repeatedly searching for things like, "The ticket was placed on
hold because the customer is unavailable."

To prove the theory, I had the administrator at the site repeatedly
log
on to her User client.  That is,
TOOL...LOGIN...TOOLS...LOGIN...TOOLS...LOGIN...etc.  The User client
would faithfully log her on to Remedy in under a second.  I told her,
"Keep doing it!" while I went to my client and issued a diary search.
Bam! She could no longer log in.  She got the dreaded, "Setting server
port..." message that never went away.

So I have locked down the diary field to prevent these searches, but
I'm
already hearing all sorts of dissent: "That puts us out of business!
We
HAVE to be able to search the worklog!"

So now I'm considering other options.  I suppose the only thing I can
do
is set up some type of archival system, but that comes with two
problems: 1) Users will hate it and 2) It doesn't really solve the
problem.  Putting a voluminous amount of free text on another form and
telling users, "Go search there," still puts a huge burden on the
database to sift through all that garbage.

Norm

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Monday, November 24, 2008 8:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

** 
Another thing could be your disk space getting full on the Remedy
server. We had that issue recently when one of the operation some user
would do would eventually timeout and would create a temp file on the
servers Windows Temp directory that would grow and keep growing even
if
the user quit the user tool from the client. The disk would eventually
be full and the AR Server would get extremely slow and eventually
impossible to login.

Bouoncing the Remedy Service would kill that temp file and release all
the used space..

Joe




From: "Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE"
<[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, November 24, 2008 12:58:53 PM
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Yes, that's my suspicion.  I have a big suspicion that people are
searching the worklog diary field.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michaud, Christopher W Mr
CTRUSA M

Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

[Benedetto Cantatore]

Norm,
 
Perhaps you need to steal an idea from version 7 and make the worklogs
a parent-child relationship with the main form.  This would accomodate
the individuals that need to get to specific information in the worklog
and ease up the burden on your database.  If you can install version 7
on a server, you'll see how it works and adopt it.  
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 11/25/08 8:56 AM >>>

Yeah, I suspected the same thing going in, but free disk space is
abundant.  Only about 20% of the disk is used.

I have concluded that the issue is the diary searches.  I suspected
that
this was a problem about a month ago, so I created a form and a filter
that would capture a record every time a user did a diary search. 
Sure
enough, I discovered users were doing diary searches dozens of times
per
day.

There are now over 500,000 tickets in this system, and each ticket
contains diary entries of up to 30 pages (or more) in length.  Users
were repeatedly searching for things like, "The ticket was placed on
hold because the customer is unavailable."

To prove the theory, I had the administrator at the site repeatedly
log
on to her User client.  That is,
TOOL...LOGIN...TOOLS...LOGIN...TOOLS...LOGIN...etc.  The User client
would faithfully log her on to Remedy in under a second.  I told her,
"Keep doing it!" while I went to my client and issued a diary search.
Bam! She could no longer log in.  She got the dreaded, "Setting server
port..." message that never went away.

So I have locked down the diary field to prevent these searches, but
I'm
already hearing all sorts of dissent: "That puts us out of business!
We
HAVE to be able to search the worklog!"

So now I'm considering other options.  I suppose the only thing I can
do
is set up some type of archival system, but that comes with two
problems: 1) Users will hate it and 2) It doesn't really solve the
problem.  Putting a voluminous amount of free text on another form and
telling users, "Go search there," still puts a huge burden on the
database to sift through all that garbage.

Norm

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Monday, November 24, 2008 8:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

** 
Another thing could be your disk space getting full on the Remedy
server. We had that issue recently when one of the operation some user
would do would eventually timeout and would create a temp file on the
servers Windows Temp directory that would grow and keep growing even
if
the user quit the user tool from the client. The disk would eventually
be full and the AR Server would get extremely slow and eventually
impossible to login.

Bouoncing the Remedy Service would kill that temp file and release all
the used space..

Joe




From: "Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE"
<[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, November 24, 2008 12:58:53 PM
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Yes, that's my suspicion.  I have a big suspicion that people are
searching the worklog diary field.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michaud, Christopher W Mr
CTRUSA MEDCOM USAMITC
Sent: Monday, November 24, 2008 11:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)

Classification:  UNCLASSIFIED 
Caveats: NONE

Norm,

You may want to look closer at the SQL side. Look for locks. Perhaps
someone querying a diary or un-indexed field. Also, are you using SQL
replication? In particular, are snapshots turned on?


Christopher Michaud

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E CIV USAF
AFMC96
CS/SCCE
Sent: Monday, November 24, 2008 11:03 AM
To: arslist@ARSLIST.ORG
Subject: Intermittent, Spotty ARS Performance

** 

Hi everyone:

This problem has me perplexed.

At a site I support, the Remedy server inexplicably stops responding
to
requests.  It's very intermittent.  It runs fine for awhile, then
seemingly without warning, it just hangs.  Users attempting to log on
get stuck at the "Setting server port" dialog, which eventually times
out.

Other users who are already logged who try to pull up a ticket get
stuck
at a blank screen that never comes back.

To resolve the issue, they have to bounce the Remedy server service.
The
system works for awhile...until it hangs up again.

Any ideas what might be causing this?

-  I have monitored CPU utilization when this occurs, and the
CPU hums along at about 3% - 5% utilization
-  Network utilization is flat-lined whenever this occurs
(i.e.,
no spike)
-  Memory utilization appears normal
-  CNE

Re: Monday Humor: They're ready for a conference now I think

[Benedetto Cantatore]

I guess they were motivated when they found out it was Victoria Secret
models.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 11/17/08 1:19 PM >>>

http://www.usatoday.com/life/people/2008-11-16-victorias-secret_N.htm?loc=interstitialskip

David M Clark
Remedy Programmer/Analyst


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Re: Remedy Reports - Auto Refresh

[Benedetto Cantatore]

Wouldn't flashboards be a better solution for this?
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 11/11/08 2:29 PM >>>

I have been requested to write a report that can be displayed in real
time on
a monitoring screen. I can get the report I want no problem but am not
sure
if I can set up some sort of Auto Refresh setting on it? I am working
directly out of the Remedy reporting console. Is this something that
would
need to be custom with Crystal Reports?

Thanks

neilp
-- 
View this message in context:
http://www.nabble.com/Remedy-Reports---Auto-Refresh-tp20446580p20446580.html
Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.

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Re: IP address change - HELP

[Benedetto Cantatore]

Quite simply your database isn't able to communicate with your app
server.  So you need to check things like firewall settings to make sure
that the listner port is not blocked.  Use ping, tnsping, traceroute,
netstat to figure out if network wise all is in place.  
 
I had a situation simliar to this and it turned out to be that my nic
cards weren't set to full duplex, bad cable, on a bad port.  It was a
bit fustrating to troubleshoot as it was working enough that pings and
tnspings went through with no problems.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 11/11/08 8:57 AM >>>

** We recently changed the IP address on a new box from a public
address to a private address.  DNS has been updated, /etc/hosts (linux
system), etc. Now ARS won't fire up.  Oracle seems to be running fine
and we can connect to it via SQL, however ARS seems to be having
problems.  The startup starts armonitor and arserverd but never starts
the email engine or plugins.  It doesn't appear the arserverd is fully
starting.  The TCP port is never opening. After startup the system sits
for a while and then comes back with the following errors (Which doesn't
seem to make sense, how can TNS time out but then immediately tell me
the database is available): Tue Nov 11 08:46:34 2008  390600 : Failure
during SQL operation to the database (ARERR 552)Tue Nov 11 08:46:34 2008
ORA-12170: TNS:Connect timeout occurred Tue Nov 11 08:46:49 2008 
390600 : SQL database is now available (ARNOTE 592)  The listener is
running, everything is pointed right (We didn't change anything in the
ARS or Oracle configs, just moved the DNS and changed the IPs) and the
host firewall (as well as the departmental firewall) so no blocking.
Does anyone have a clue?  Has anyone seen this? Thanks  
  David
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Re: BMC Elite?

[Benedetto Cantatore]

I didn't know about the guest invite, perhaps that's why I'm getting the
emails.  
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 10/21/08 8:30 AM >>>

I'm guessing that they did an initial 'Harvest' of the ARSList for
email
addresses. If you have opted out, and are receiving the emails again,
it
is my guess that maybe one of the people who signed up on the site has
invited you. There is a handy Invite link where you can invite a
friend
to join.

I joined. The ARSlist is more useful, but I like being able to put a
name with a face, as you can do with the website in mention.

Thanks,

Gary

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Benedetto Cantatore
Sent: Tuesday, October 21, 2008 6:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Elite?

** 
Just because more people aren't complaining doesn't mean its not true.
I'm somehow on their list and getting their emails even though I
didn't
request it.  I suspect they're probably a legitimate group, however,
the
way they went about gathering members is what people are having an
issue
with.  If they had merely posted on the list and provided a link, I
believe they would have recieved a more positive response.  I'm not
losing sleep over it and I will continue to delete the emails as I get
them.

Ben Cantatore
Remedy Manager
(914) 457-6209

Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 10/21/08 12:04 AM >>>

** 

I don't think so.. I haven't received anything from them personally.
If
they were harvesting addresses, my guess would be that there would be
more traffic and/or complaints. The only exposure that I have had to
them is here on the list. With that being said, I am *highly* amused
when one does come through. The whole notion of an 'elite' is
questionable at best (unless they are in the business of proving their
members as such) and affixing the letters BMC on the front is just
icing
on the cake unless they are sactioned. Heh. IMNSHO - they could have
used the name 'remedy monkeys/guys/cyborgs/people/whatever' and got
the
same effect. Remind me not to laugh when someone claims to be an
'elite'
like their poop don't stink.





Mon Oct 20 2008 04:16:39 PM CDT from Pierson, Shawn to
arslist@ARSLIST.ORG
Subject: Re: BMC Elite?

**

Basically, I opted out before, but I started getting it again. 
I'm
assuming they pull email addresses from the ARS List whether we signed
up or not, and even if we opt out, when they harvest the email
addresses
here again, it apparently overwrites the opt out__Platinum Sponsor:
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Re: BMC Elite?

[Benedetto Cantatore]

Just because more people aren't complaining doesn't mean its not true. 
I'm somehow on their list and getting their emails even though I didn't
request it.  I suspect they're probably a legitimate group, however, the
way they went about gathering members is what people are having an issue
with.  If they had merely posted on the list and provided a link, I
believe they would have recieved a more positive response.  I'm not
losing sleep over it and I will continue to delete the emails as I get
them.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 10/21/08 12:04 AM >>>

** 
I don't think so.. I haven't received anything from them personally. If
they were harvesting addresses, my guess would be that there would be
more traffic and/or complaints. The only exposure that I have had to
them is here on the list. With that being said, I am *highly* amused
when one does come through. The whole notion of an 'elite' is
questionable at best (unless they are in the business of proving their
members as such) and affixing the letters BMC on the front is just icing
on the cake unless they are sactioned. Heh. IMNSHO - they could have
used the name 'remedy monkeys/guys/cyborgs/people/whatever' and got the
same effect. Remind me not to laugh when someone claims to be an 'elite'
like their poop don't stink.
 
 
Mon Oct 20 2008 04:16:39 PM CDT from Pierson, Shawn to
arslist@ARSLIST.ORG
Subject: Re: BMC Elite?

**

Basically, I opted out before, but I started getting it again.  I'm
assuming they pull email addresses from the ARS List whether we signed
up or not, and even if we opt out, when they harvest the email addresses
here again, it apparently overwrites the opt out__Platinum Sponsor:
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Re: embedded report puzzler

[Benedetto Cantatore]

Brien, 
 
I know for a fact Crystal can absolutely show parent/child
relationships. I use Crystal to show Changes with associated Tasks.  Per
the last reply, use a subreport.  
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 09/03/08 4:22 PM >>>

** I maybe missing something but what about Crystal & sub reports?
 
The sub report would look at the 2nd form as if you were going to put a
table on the screen.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Brien Dieterle
Sent: Wednesday, September 03, 2008 1:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: embedded report puzzler


** I don't know if a Join form would work, since this is a one-to-many
relationship (one parent with many children).  I tried to express that
with the two records in my report-sample below (it could be any number).
 Since this is web based I definitely don't want to use Excel or Access.
 I'm not sure if Crystal would help either unless I can pass the join
qualification to the Crystal report, which would seem to be the same
missing feature that I am lacking with the regular Remedy Report. 

It looks like we'll survive with the "Open as Report" button on the
parent form, that launches an Open Window activelink to open the report
with a specific qualification to perform the join operation.  Again, not
embedded, but better than nothing :-)


Thanks again,


Brien

On Wed, Sep 3, 2008 at 12:56 PM, Benedetto Cantatore
<[EMAIL PROTECTED]> wrote:
** Brien,
 
I may not have a good handle on what you're asking, but I think the
solution is as simple as creating a join form.  Then do your report off
of that form.  The basic reporting has no ability to create joins, but
that can be done when you create the join form.  Alternately, I'd advise
trying another product like Excel, Access, Crystal, or other reporting
tool to get the desired report.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 

Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701



>>> [EMAIL PROTECTED] 09/03/08 2:04 PM >>>

** 
Thanks Ben,  I am using the Native remedy reporting using the
server-side reporting forms (ReportCreator).  I'm not actually trying to
show the parent/child relationship on the report, but just a
qualification enforced on the report to show just the children (maybe
that is the same thing).  It seems like what I need is small feature
request on the data visualization page to allow a qualification to be
passed to the report just as you would during an active link open window
event. 

Basically it is a form for transferring funds from one account to
another.  You can have multiple transfers within one request.


Request: 001
Submitter: user01


*report starts here (showing child-info)
Account from: xxx

Account to:yyy
Amount: zzz

Account from: aaa
Account to: bbb
Amount:  ccc
*report ends here


Status: Completed
Assigned To: Agent01






That is the desired output format, generally speaking. 


Thanks for any help!


Brien






On Wed, Sep 3, 2008 at 10:30 AM, Benedetto Cantatore
<[EMAIL PROTECTED]> wrote:
** Brien,
 
I'm not sure if I understand what you're trying to do exactly.  First
off, before you shut down on the idea of displaying the data on the
form, what exactly is the desired output?  Give examples of the data in
the two separate form, and then explain how you want to ideally display
it.  I know there are some very creative individuals on this list that
might be able to help.
 
Regarding reporting, its not clear if you're talking about Remedy's
native reporting function or Crystal's.  Remedy's native reporting
functionality is very limited.  If you want to show a parent/child
relationship, you'll have to either use Excel/Access or Crystal to pull
that off.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 09/03/08 12:58 PM >>>

** 
Say you have two forms, parent/child relationship.  So, to display
children on the parent form, you just add a table list view and add a
qualification to link the two tables (probably using InstanceID or
RequestID).   That works great. 

But now suppose that your client really needs the format of that list
to be in a "record" style, not columnar format, like this:


name: brien
phone: 111-222-3433
etc...


So now the table list is out, and I need to make a report.  But how
exactly can I impose a qualification to join the tables AND embed the
report into the Parent form?  I seem to be able to do one OR the other,
but not both.  


If I embed the report in a Data Visualization layer, I see no way to
add any qualification to do the join.  If I try to add qualification to
the report its

Re: embedded report puzzler

[Benedetto Cantatore]

Brien,
 
I may not have a good handle on what you're asking, but I think the
solution is as simple as creating a join form.  Then do your report off
of that form.  The basic reporting has no ability to create joins, but
that can be done when you create the join form.  Alternately, I'd advise
trying another product like Excel, Access, Crystal, or other reporting
tool to get the desired report.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 09/03/08 2:04 PM >>>

** Thanks Ben,  I am using the Native remedy reporting using the
server-side reporting forms (ReportCreator).  I'm not actually trying to
show the parent/child relationship on the report, but just a
qualification enforced on the report to show just the children (maybe
that is the same thing).  It seems like what I need is small feature
request on the data visualization page to allow a qualification to be
passed to the report just as you would during an active link open window
event.

Basically it is a form for transferring funds from one account to
another.  You can have multiple transfers within one request.


Request: 001
Submitter: user01


*report starts here (showing child-info)
Account from: xxx

Account to:yyy
Amount: zzz

Account from: aaa
Account to: bbb
Amount:  ccc
*report ends here


Status: Completed
Assigned To: Agent01






That is the desired output format, generally speaking. 


Thanks for any help!


Brien






On Wed, Sep 3, 2008 at 10:30 AM, Benedetto Cantatore
<[EMAIL PROTECTED]> wrote:
** Brien,
 
I'm not sure if I understand what you're trying to do exactly.  First
off, before you shut down on the idea of displaying the data on the
form, what exactly is the desired output?  Give examples of the data in
the two separate form, and then explain how you want to ideally display
it.  I know there are some very creative individuals on this list that
might be able to help.
 
Regarding reporting, its not clear if you're talking about Remedy's
native reporting function or Crystal's.  Remedy's native reporting
functionality is very limited.  If you want to show a parent/child
relationship, you'll have to either use Excel/Access or Crystal to pull
that off.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 09/03/08 12:58 PM >>>

** 
Say you have two forms, parent/child relationship.  So, to display
children on the parent form, you just add a table list view and add a
qualification to link the two tables (probably using InstanceID or
RequestID).   That works great. 

But now suppose that your client really needs the format of that list
to be in a "record" style, not columnar format, like this:


name: brien
phone: 111-222-3433
etc...


So now the table list is out, and I need to make a report.  But how
exactly can I impose a qualification to join the tables AND embed the
report into the Parent form?  I seem to be able to do one OR the other,
but not both.  


If I embed the report in a Data Visualization layer, I see no way to
add any qualification to do the join.  If I try to add qualification to
the report itself (via report creator) you can't do the join since there
is no way to tell it about the two forms and hence it complains about
invalid field references.


The other way seems to be an Active Link; Open Window.  Window Type:
Report.  I can choose the child form, report information, and even do
the join qualification... but how can I get it to open IN the parent
form?  I've tried fussing with Target Location but that doesn't seem to
be the intended purpose.  I tried giving the FV of a view field
as the Target Location, but that didn't work and it is supposedly "web
only" anyway, according to the workflow guide.  


My compromise thus far is to simply have a button "Open as Report" to
open a new window with the report.  Does anyone know if it is possible
to embed this in the parent form?


Thanks!


Brien



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Re: embedded report puzzler

[Benedetto Cantatore]

Brien,
 
I'm not sure if I understand what you're trying to do exactly.  First
off, before you shut down on the idea of displaying the data on the
form, what exactly is the desired output?  Give examples of the data in
the two separate form, and then explain how you want to ideally display
it.  I know there are some very creative individuals on this list that
might be able to help.
 
Regarding reporting, its not clear if you're talking about Remedy's
native reporting function or Crystal's.  Remedy's native reporting
functionality is very limited.  If you want to show a parent/child
relationship, you'll have to either use Excel/Access or Crystal to pull
that off.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 09/03/08 12:58 PM >>>

** Say you have two forms, parent/child relationship.  So, to display
children on the parent form, you just add a table list view and add a
qualification to link the two tables (probably using InstanceID or
RequestID).   That works great.

But now suppose that your client really needs the format of that list
to be in a "record" style, not columnar format, like this:


name: brien
phone: 111-222-3433
etc...


So now the table list is out, and I need to make a report.  But how
exactly can I impose a qualification to join the tables AND embed the
report into the Parent form?  I seem to be able to do one OR the other,
but not both.  


If I embed the report in a Data Visualization layer, I see no way to
add any qualification to do the join.  If I try to add qualification to
the report itself (via report creator) you can't do the join since there
is no way to tell it about the two forms and hence it complains about
invalid field references.


The other way seems to be an Active Link; Open Window.  Window Type:
Report.  I can choose the child form, report information, and even do
the join qualification... but how can I get it to open IN the parent
form?  I've tried fussing with Target Location but that doesn't seem to
be the intended purpose.  I tried giving the FV of a view field
as the Target Location, but that didn't work and it is supposedly "web
only" anyway, according to the workflow guide.  


My compromise thus far is to simply have a button "Open as Report" to
open a new window with the report.  Does anyone know if it is possible
to embed this in the parent form?


Thanks!


Brien

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Re: BMC UserWorld Miami is being rescheduled

[Benedetto Cantatore]

How about we all get a "BMC cancelled the conference and all I got was
this lousy t-shirt" t-shirt?
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 08/31/08 7:16 PM >>>

** P {  MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px}
It depends on your budget year. Yours runs by calendar year. Ours is
from October to October. Federal is the same. Some states are July to
July.

BMC was put in a no win situation. They are trying to make the best of
it.

Maybe those of us that had registered can get some of the shirts that
they had made up. An interesting souvenir for an non-event. 
Dave 
- 
[EMAIL PROTECTED] 
(Wireless)
From: Action Request System discussion list(ARSList) 
To: arslist@ARSLIST.ORG 
Sent: Sun Aug 31 16:15:37 2008
Subject: Re: BMC UserWorld Miami is being rescheduled 

To go further on that, most companies have training budget for each
seperate year, and if they push the conference past the end of the year,
then they are making life harder for all of their customers' accounting.
 For example, I already paid for registration, air travel, etcl, but if
the hotel is next year, it would come off of my 2009 budget rather than
my 2008 budget.  If I wanted to move money from this year to next I'd
have to escalate that up to at least the CIO if not higher.
 
From: Action Request System discussion list(ARSList)
[EMAIL PROTECTED] On Behalf Of Guillaume Rheault
[EMAIL PROTECTED]
Sent: Saturday, August 30, 2008 12:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC UserWorld Miami is being rescheduled



** 
The other thing that BMC needs to consider is this.

Assuming the 2008 conference is not feasible in November and December,
because of Thanks Giving and Christmas holidays, if BMC does two
conferences in 2009, let's say the first one in January, and the second
one in fall, how are you going to call them? 2009a and 2009b?

Which brings the interesting question, how could somebody justify to
their manager going to 2 conferences for the same vendor on the same
year? Seems to me right there you would split the conference attendance
in half, as I don't see many people attending two 2009 BUWs.

-Guillaume

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Brian
Goralczyk
Sent: Fri 08/29/08 2:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC UserWorld Miami is being rescheduled

I would have to agree with that logic.  Might as well push it back a
few
months from January so they can release information abou the next
version.

On Fri, Aug 29, 2008 at 11:44 AM, Guillaume Rheault
<[EMAIL PROTECTED]>wrote:

> **
>
> My $0.02 on this mess, is that this year there should be no
conference
> anymore, since anyway ARS 7.5 and ITSM 7.5 would be released in 2009
. So
> the closer the conference with the release of the latest versions of
ARS and
> ITSM (and CMDB and the rest), the more content there will be on the
new
> versions, and the more beneficial it will be for the customers and
partners.
>
> -Guillaume
>
> -Original Message-
> From: Action Request System discussion list(ARSList) on behalf of
Benedetto
> Cantatore
> Sent: Fri 08/29/08 12:30 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: FYI: BMC UserWorld Miami is being rescheduled
>
> I'm annoyed as everyone else is, but I think its unfair to direct
any
> blame towards BMC.  I suspect the hotel screwed them over and now
> they'll need to scramble and come up with an alternate plan.  It
does
> suck, I hope they manage to keep it scheduled in the same time
frame.
>
> Ben Cantatore
> Remedy Manager
> (914) 457-6209
>
> Emerging Health IT
> 3 Odell Plaza
> Yonkers, New York 10701
>
>
> >>> [EMAIL PROTECTED] 08/29/08 10:37 AM >>>
>
> ** Fragments of information are starting to fall together now.  On
the
> Fountainebleau web site, there was mention of portions of the hotel
were
> being renovated.  It sounds like renovation delays have run on into
> November.
>
> Dave
>
> From: Action Request System discussion list(ARSList)
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers
Are"
> html___
>

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Re: FYI: BMC UserWorld Miami is being rescheduled

[Benedetto Cantatore]

I'm annoyed as everyone else is, but I think its unfair to direct any
blame towards BMC.  I suspect the hotel screwed them over and now
they'll need to scramble and come up with an alternate plan.  It does
suck, I hope they manage to keep it scheduled in the same time frame.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 08/29/08 10:37 AM >>>

** Fragments of information are starting to fall together now.  On the
Fountainebleau web site, there was mention of portions of the hotel were
being renovated.  It sounds like renovation delays have run on into
November.
 
Dave

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Friday, August 29, 2008 10:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: FYI: BMC UserWorld Miami is being rescheduled



** Just got an email from our sales rep.  Rescheduled to January.  No
specific dates listed yet.
 
Dave

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
Sent: Friday, August 29, 2008 9:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: FYI: BMC UserWorld Miami is being rescheduled



** @font-face { font-family: Calibri;[EMAIL PROTECTED]
{   font-family: Tahoma;[EMAIL PROTECTED] Section1 {size: 8.5in 11.0in;
margin: 1.0in 1.0in 1.0in 1.0in; }P.MsoNormal { FONT-SIZE: 12pt; MARGIN:
0in 0in 0pt; FONT-FAMILY: "Times New Roman","serif"}LI.MsoNormal
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FONT-FAMILY: "Times New Roman","serif"}H2 { FONT-WEIGHT: bold;
FONT-SIZE: 18pt; MARGIN-LEFT: 0in; MARGIN-RIGHT: 0in; FONT-FAMILY:
"Times New Roman","serif"; mso-style-priority: 9; mso-style-link:
"Heading 2 Char"; mso-margin-top-alt: auto; mso-margin-bottom-alt:
auto}A:link {   COLOR: blue; TEXT-DECORATION: underline;
mso-style-priority: 99}SPAN.MsoHyperlink {  COLOR: blue;
TEXT-DECORATION: underline; mso-style-priority: 99}A:visited {  COLOR:
purple; TEXT-DECORATION: underline; mso-style-priority:
99}SPAN.MsoHyperlinkFollowed {  COLOR: purple; TEXT-DECORATION:
underline; mso-style-priority: 99}P {   FONT-SIZE: 12pt; MARGIN-LEFT:
0in; MARGIN-RIGHT: 0in; FONT-FAMILY: "Times New Roman","serif";
mso-style-priority: 99; mso-margin-top-alt: auto; mso-margin-bottom-alt:
auto}SPAN.Heading2Char {FONT-WEIGHT: bold; COLOR: #4f81bd;
FONT-FAMILY: "Cambria","serif"; mso-style-priority: 9; mso-style-link:
"Heading 2"; mso-style-name: "Heading 2 Char"}SPAN.EmailStyle19
{   COLOR: #1f497d; FONT-FAMILY: "Calibri","sans-serif";
mso-style-type: personal-reply}.MsoChpDefault { mso-style-type:
export-only}DIV.Section1 {  page: Section1}I also got no email other
than Mr. Easter's to the ARS List (which I appreciate him doing). 
However, if you go to the BMC User World site, you will also see that
they display the same message that was in this email. I hope that they
can keep it the same time frame as well as in Miami, but based on the
contents of the email, this may not be the case.  We'll have to wait and
see. From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer
Sent: Friday, August 29, 2008 8:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: FYI: BMC UserWorld Miami is being rescheduled
 ** This must be a joke.  I'm registered and I haven't received any
notification.  
 
Susan
On Thu, Aug 28, 2008 at 11:08 PM, Easter, David <[EMAIL PROTECTED]>
wrote:** FYI -
 
http://www.bmc.com/userworld/miami/
 
"Breaking News:
BMC UserWorld Miami is being rescheduledUnwavering Commitment to a
Great Conference.
New Conference Dates & Location Coming Soon. 
BMC UserWorld is on the move. We have received notification from the
Fontainebleau Miami Beach Hotel, planned location of UserWorld Miami,
that they will not be able to open for business in time for our event.
Our priority is providing customers and partners with a world-class
event in an outstanding venue, so we are rescheduling the conference.
If you have already registered for the Miami conference, we are sorry
for any inconvenience this may cause you and hope that you can join us
at the rescheduled event. Watch your email for additional information
and instructions pertaining to prepaid registration fees and pre-booked
travel and hotel arrangements.
We will update this site as soon as the new dates and location are
confirmed."I do not have any further information on this topic, but I
wanted to let the community know of the rescheduling as soon as it was
announced. -David J. EasterSr. Product Manager, Solution Strategy and
DevelopmentBMC Software, Inc. The opinions, statements, and/or suggested
courses of action expressed in this E-mail do not necessarily reflect
those of BMC Software, Inc.  My voluntary participation in this forum is
not intended to convey a role as a spokesperson, liaison or public
relations rep

Re: Crystal Report Calculation Question

[Benedetto Cantatore]

Brandi,
 
I think maybe your problem is a timing issue.  Try putting the first
line of the formula as whileprintingrecords;  Then using the field tree
select the group or summary fields and do whatever math you need to do. 
 So it should look something like this:
 
whileprintingrecords;
{#CountChanges} + {#CountWorkOrders}
 
Also for future reference, while this list does answer question due to
the obvious crossover, I find better answers for crystal related
question in www.tek-tips.com.  They are some really sharp Crystal
experts that post there on a regular basis.  
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 08/26/08 11:48 AM >>>

** 
All, 
I am trying to calculate (add together) a formula field that is in
group footer 2.   

For some reason i can not do a summary of the formula field because it
does not come up in the fields to be summarized.   
The formula field is defined as Hours and has a formula of : 
{CSC_SES3_WOI_WII_Work_Order_Join.csc_dec_estimated_hours}  * 
DistinctCount
({CSC_SES3_WOI_WII_Work_Order_Join.csc_dec_estimated_hours},
{CSC_SES3_WOI_WII_Work_Order_Join.Summary}) 
This works fine. 
However now i need to add all the values from this formula and place it
in the group footer 1 section so it will calculate all the time spent
for all the entries under Group 1. 
Can not seem to find how to do this. 
I have tried just adding the same formula field to the Group 1 footer
section but that just gives me the last entry in group 2 footer and does
not add all the sections together. 
Any ideas? 

Crystal Reports XI 
ARS 7.1.0 
ITSM 7.0.3 

Thanks, 
Brandi __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the
Answers Are" html___

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Re: Salary in Bay Area

[Benedetto Cantatore]

**


He did say entry level right?
 
Ben CantatoreRemedy Manager(914) 457-6209
 
Emerging Health IT3 Odell PlazaYonkers, New York 10701>>> [EMAIL PROTECTED] 08/06/08 2:46 PM >>>
** 








60k in New York? That sounds extremely low to me….
 


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® Level 3 Rated Company




From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Benedetto CantatoreSent: Wednesday, August 06, 2008 1:41 PMTo: arslist@ARSLIST.ORGSubject: Re: Salary in Bay Area
 

In NY, I'd recommend 60k, maybe 70 if you can demostrate a really good understanding what it takes to admin/develop in Remedy.

 

Ben CantatoreRemedy Manager(914) 457-6209

 

Emerging Health IT3 Odell PlazaYonkers, New York 10701>>> [EMAIL PROTECTED] 08/06/08 12:17 PM >>>

** 
Can I turn the topic around and ask what an entry level admin/developer would make in NY? :D
 

Tauf Chowdhury | Forest Laboratories, Inc
Sr. Analyst
Office: 631.858.7765
 




From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tortolero, JosephSent: Wednesday, August 06, 2008 12:14 PMTo: arslist@ARSLIST.ORGSubject: Re: Salary in Bay Area
 
LOL, If I thought a union was feasible I would be the first in line to join….but since it’s not….if we collectively stick to our guns and not take these lowball offers, we all eventually win. You have to remember, recruiters aren’t your friends. They are there to make money and frankly I have only met two, Katherine Mason outta Sacramento and the folks at Isocorp in Tallahassee, that were up front and honest without my badgering. I know I sound greedy, but the fact is every dollar left on the table goes to the recruiter and frankly, we are doing all the work. My job is to support my family. Not theirs.
 

Thank you,
-j
 
Joe Tortolero
Remedy Consultant
Desk - 561-682-2780
Cell  - 561-665-1363
[EMAIL PROTECTED]
 

 
 





From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Susan PalmerSent: Wednesday, August 06, 2008 11:49 AMTo: arslist@ARSLIST.ORGSubject: Re: Salary in Bay Area
 
** 


I like that ... an activist in the group !!!

 

Susan

On Wed, Aug 6, 2008 at 10:02 AM, Howard Richter <[EMAIL PROTECTED]> wrote:
** 

Maybe we need to form a union to keep our rates up to what they should be.

 
hbr



This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout.__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html_Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ 
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___

Re: Salary in Bay Area

[Benedetto Cantatore]

**


In NY, I'd recommend 60k, maybe 70 if you can demostrate a really good understanding what it takes to admin/develop in Remedy.
 
Ben CantatoreRemedy Manager(914) 457-6209
 
Emerging Health IT3 Odell PlazaYonkers, New York 10701>>> [EMAIL PROTECTED] 08/06/08 12:17 PM >>>
** 








Can I turn the topic around and ask what an entry level admin/developer would make in NY? :D
 

Tauf Chowdhury | Forest Laboratories, Inc
Sr. Analyst
Office: 631.858.7765
 




From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tortolero, JosephSent: Wednesday, August 06, 2008 12:14 PMTo: arslist@ARSLIST.ORGSubject: Re: Salary in Bay Area
 
LOL, If I thought a union was feasible I would be the first in line to join….but since it’s not….if we collectively stick to our guns and not take these lowball offers, we all eventually win. You have to remember, recruiters aren’t your friends. They are there to make money and frankly I have only met two, Katherine Mason outta Sacramento and the folks at Isocorp in Tallahassee, that were up front and honest without my badgering. I know I sound greedy, but the fact is every dollar left on the table goes to the recruiter and frankly, we are doing all the work. My job is to support my family. Not theirs.
 

Thank you,
-j
 
Joe Tortolero
Remedy Consultant
Desk - 561-682-2780
Cell  - 561-665-1363
[EMAIL PROTECTED]
 

 
 





From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Susan PalmerSent: Wednesday, August 06, 2008 11:49 AMTo: arslist@ARSLIST.ORGSubject: Re: Salary in Bay Area
 
** 


I like that ... an activist in the group !!!

 

Susan

On Wed, Aug 6, 2008 at 10:02 AM, Howard Richter <[EMAIL PROTECTED]> wrote:
** 

Maybe we need to form a union to keep our rates up to what they should be.

 
hbr

This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout.__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ 
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Re: ARSlist Awards .. Call for categories

[Benedetto Cantatore]

I would suggest whichever post caused the most discussion.  I think my favorite 
thread was about interview questions to ask a Remedy developer.
 
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 08/05/08 12:20 PM >>>

** How about "Most educational question, that is the one that push (anyone who 
answered) to think."
 
hbr


On 8/5/08, Gary Opela (Corporate) <[EMAIL PROTECTED]> wrote: ** 
How about most valuable poster being broken up into ITSM and non-ITSM related 
posts!
 
How about the person who dislikes ITSM the most. Are there any non-serious 
categories, I don't' remember all of them from the last few years.
 
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® Level 3 Rated Company



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Howard Richter
Sent: Tuesday, August 05, 2008 10:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARSlist Awards .. Call for categories

 
** 
Hey I would be in the running as well.

 

Hbr

 

On 8/5/08, William Rentfrow <[EMAIL PROTECTED]> wrote: 
I'd vote for "Submitting the most obscure questions in the last year" but then 
I'd look like I was nominating myself.

I have run into more weird stuff on my current engagement than the last 5 years 
combined.

William Rentfrow
Principal Consultant, StrataCom
[EMAIL PROTECTED]
O 952-432-0227
C 701-306-6157



From: Action Request System discussion list(ARSList) on behalf of Daniel Bloom
Sent: Tue 8/5/2008 4:58 AM
To: arslist@ARSLIST.ORG
Subject: ADM: ARSlist Awards .. Call for categories


**

For those of you that have been on the list for at least a year, you know what 
this is about.



For those of you that are new, the official explanatory note will be out in the 
next week.



So, if you have an idea for a new category of award just let me know.



Let me take this opportunity to remind people of:



Our official sponsor for 2008 ARSlist Awards: Resource Management Solutions 
www.rmsportal.com 

[the 14th Annual Awards].



So tune up your vocal cords, and get ready to vote,

More soon.



More shortly ... Dan

p.s. Attend the Awards Ceremony Live, at UserWorld in Miami

 (just one of the many reasons to be there,

Well okay, not one of the reasons,

but it does fill the hour gap between

the sessions and the party)



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-- 
Howard Richter
Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified 
E-Mail = [EMAIL PROTECTED]
LinkedIn Profile = http://www.linkedin.com/in/hbr4270 __Platinum Sponsor: 
www.rmsportal.com ARSlist: "Where the Answers Are" html___ 

__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ 


-- 
Howard Richter
Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified 
E-Mail = [EMAIL PROTECTED]
LinkedIn Profile = http://www.linkedin.com/in/hbr4270 __Platinum Sponsor: 
www.rmsportal.com ARSlist: "Where the Answers Are" html___ 


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Re: Crystal reports in client = broken

[Benedetto Cantatore]

Check in Tools\Options under the advance tab and see if the report
server is correctly listed there with the right TCP port and if ODBC Use
Underscores is check (if required).
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 07/31/08 4:54 PM >>>

** I can not get crystal reports to run in the client - this is quite
mysterious.
 
They used to work - this is AR 7.1 patch 001 with matching clients.  I
have re-installed the client now numerous times.
 
When I try to run a report in the application (IM 7.03) I get a whole
bunch of nothing - the screen flashes for a second and then nothing else
happens.  However, interestingly enough - my connection to the AR Server
is immediately broken.  I have to log in to the user tool again to get
it to work.
 
Any ideas?  I've checked all the standard config, etc (underscores and
what not) - and I'm getting no where.
 
William Rentfrow, Principal Consultant
[EMAIL PROTECTED]
C 701-306-6157
O 952-432-0227
 
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Re: Survey on my site

[Benedetto Cantatore]

Running a website has costs associated with it, I don't believe that Matt is 
trying to make money here, but merely trying to recoup some of the expenses.  
So if you use his website and find value in it then some sort of support would 
probably be appreciated.  Heâ  s merely pointing out thereâ  s a survey there.  
Your choice whether or not to participate and as he mentioned before a simple 
no thank you can suffice if you get a call.  

Ben Cantatore
Remedy Manager
(914) 457-6209

Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701

>>> [EMAIL PROTECTED] 07/21/08 11:47 PM >>>
Don't I wish, fellas!  Really, given the amount of impressions I'm
realistically looking at getting, maybe 5-10$... I'd be surprised if it's
more... however, since it's a self-supported site, I figured why not?  :)
I've taken the survey myself, and did not believe the questions to be too
intrusive, though, I could see where, as someone else pointed out, a
salesman might be interested.  However, it's easy enough to say, "thank you,
we're not interested" if that call should ever come.

If it turns out that I receive a lot of negative feedback from people, I
will not allow similar campaigns to be run on the sites, and will instead
continue to live off of google ads and the rare (thanks Dave!) donations.  

Enjoy!

Matt R.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Monday, July 21, 2008 8:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: Survey on my site

5$ per click, jk

On Mon, Jul 21, 2008 at 8:39 PM, Daniel Bloom
<[EMAIL PROTECTED]> wrote:
> It does say if you are in the first 100.
>
> How much do you get for having the link Matt?
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Matt Reinfeldt
> Sent: July 21, 2008 3:42 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Survey on my site
>
> I was told the first 100 to submit will get the gift cards.  I will ask
for
> clarification.
>
> Matt
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits
> Sent: Monday, July 21, 2008 2:39 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Survey on my site
>
> It looks like the respondents get entered into a drawing for a gift
> cardnot
> automatically get a gift card for taking the survey..?
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Matt Reinfeldt
> Sent: Monday, July 21, 2008 3:37 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Survey on my site
>
> Norm,
>
> Honestly, I'm not sure.  I've entered in my gmail account, though.  :)
>
> Matt Reinfeldt
>
> Ps - of course, you always have the option of not participating. :)
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
> CS/SCCE
> Sent: Monday, July 21, 2008 2:32 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Survey on my site
>
> Uh...isn't that one of those, click the link, fill out the survey, and
> then 1000 annoying sales people start calling and mailing crap?
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Matt Reinfeldt
> Sent: Monday, July 21, 2008 2:28 PM
> To: arslist@ARSLIST.ORG
> Subject: OT: Survey on my site
>
> **
>
> Folks,
>
>
>
> Not sure if anyone's noticed, but there's a survey available on my site:
> http://www.mattreinfeldt.com/forums/ubbthreads.php/forum_summary
>
>
>
> The first 100 respondents get a gift card to, I believe, Starbucks.  J
>
>
>
> Just visit the above link and click on the Survey banner.
>
>
>
> Thank you for your time!
>
>
>
> Matt Reinfeldt
>
>
>
> Ps- this survey is not being sponsored by my current employer, for those
> interested.  It is an independent effort.  J
>
>
>
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> 
> 
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> 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: Viewing caned Crystal Report

[Benedetto Cantatore]

I'm not aware of anyway to stop Remedy from overriding the selection
criteria, I do have a trick that might work if you not reporting against
a huge table of data.  What you can do is create a formula within the
report that equates to true/false.  Then use this formula to suppress
the records you don't want.  Unfortunately, this means when you're
running the report, you're collecting ALL the records.  So if this is a
huge table, then there's a serious performance hit.
 
So not the best idea, but if you're stuck and the data is not that much
might be viable.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 07/18/08 11:24 AM >>>

Has anyone found a way to view a crystal report with embedded
qualifications and not have ARS strip them ?

I am trying to view a report from an AL that comes from an external
data source and has a .rpt file that has the correct qualifications,
but
I get all records because Remedy does not use the qualifications.

Since it is an external database, I can't build the qualifications in
the report AL because Remedy does not recognize the fields.

You would think if you called the report with no qualifications, it
would run the canned report as is.

ARS 7.1
Crystal XI
Midtier 7.1
Windows 2003
IIS
Tomcat


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Chief, Network Operations
DSN 945-0483
Comm 210 925-0483

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Re: Integrating Crystal Enterprise 10 and MidTier

[Benedetto Cantatore]

In my current setup I don't have a Crystal server, so I'm not sure if
this would work for you... but I'd try editing the ODBC driver on the
Crystal server (should be a system and not a user ODBC) and modify it to
contain, server, valid id/password.  Despite that it may still prompt,
but its worth a try I think.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 07/16/08 12:56 PM >>>

** Ok I got this fixed. BMC gave me some new info to post into the Run
field in the Report Type form. Now that I can at least get the report to
run I am having a problem getting the results I need (sorry I do not
know Crystal at all). When the AL runs it is prompting for an ID and
password on the crystal server. Is there any way to prevent this? How
can I pass along those credentials?
 
The other problem is getting the report to display the correct info. I
have a unique Instance ID field in my form. The report actually contains
two reports, header info and details (one to many tables). I added the
Instance ID field as a Parameter field in Crystal and I am also being
prompted for it. The report runs OK if I type in the user id, password
and instance id but I need to automate this.
 
Can someone please steer me in the right direction.
 
Thanks

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington
Sent: Tuesday, July 15, 2008 2:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: Integrating Crystal Enterprise 10 and MidTier



** 
>Exception while trying to find plugin "Report" in the server
"corpnyremedy" Throw Error - 9394 

Do you have the report plugin listed in ar.conf/cfg for the
corpnyremedy server? 

Plugin: reportplugin.dll/.so 

You should also be able to bump up plugin logging and see if the server
is loading it. 

*/ARDBC   Plug-In Loaded: ARSYS.ARDBC.REPORT version 3 
*/ARPluginSetPropertiesundefined 
*/ARPluginInitialization   defined 
*/ARPluginTermination  defined 
*/ARPluginCreateInstance   defined 
*/ARPluginDeleteInstance   defined 
*/ARPluginEventundefined 
*/ARDBCCreateEntry defined 
*/ARDBCGetEntrydefined 
*/ARDBCSetEntrydefined 
*/ARDBCDeleteEntry defined 
*/ARDBCGetEntryBLOBundefined 
*/ARDBCGetListEntryWithFields  defined 
*/ARDBCGetEntryStatistics  undefined 
*/ARDBCCommitTransaction   undefined 
*/ARDBCRollbackTransaction undefined 
*/ARDBCGetListSchemas  undefined 


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Re: differences of Impact, Urgency and Priority in Incident Form

[Benedetto Cantatore]

Elinore,
 
You've gotten some good response which is that Impact + Urgency = Priority.  
Here's some examples that I cut/pasted from a presentation I have that shows 
possible definations for the different values.  The example below is geared 
towards incidents.
 
 
Impact
Impact Definition
Critical
*Outage to Business Critical System 
*SLA Breach of Business Critical System 
*Multi Site Impact 
*Over X number of User Impacted
High
*Outage to Business Critical System 
*Data Integrity / Functionality Issue of Business Critical System 
*Performance Degradation of Business Critical System 
*Over X number of User Impacted
Medium
*Outage to Non Business Critical System 
*Data Integrity / Functionality Issue of Non Business Critical System 
*Single Department Impacted 
*Work Can Continue
Low
*Very Low / No Business Impact 
*Impact restricted to 1 or 2 Users
 
 
 Urgency
Urgency Definition
Critical
*Business / User(s) have stopped 
*No viable workaround in place
High
*Resolution is required but satisfactory workaround in place
Medium
*Current impact is Low and work can continue 
*Resolution is Required
Low
*Extremely Low Impact 
*Resolution can be scheduled for when resources allow


>>> [EMAIL PROTECTED] 07/11/08 2:29 AM >>>

 
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701
Hi all, I know this is a silly question but can someone clearly define
the differences between Impact, Urgency and Priority in Incident Form
and how do you actually use them? (i.e. can there an Incident with
Urgency = Critical but have Priority = Low?)

TIA.

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Re: Email Engine AR 7.0.1

[Benedetto Cantatore]

I had a similiar issue although it wasn't quite as bad as yours and I
found two things that helped to clear up the problem.  One, like Axton,
I had a lot of bouncebacks and bad email addresses.  Cleaning up the bad
email address help to lessen the frequency of the problem.  Patching is
what ultimately fixed the mail issue for me.  So not sure what
platform/patch you're on, but that might work wonders for you.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 07/02/08 7:46 PM >>>

** 
Hi Kathy
do you by any chance remember what parameters you changed for Java?
We are getting the same  problem, with the email crashing on a regular
basis and throwing up lots of  Java errors. If you need to see the
errors let me know
 
thanks in advance for any help
 
shafqat
 


 Shafqat Ayaz

"Break the Rules, Forgive Quickly, Kiss Slowly, Love Truly, Laugh
Uncontrollably, And Never Regret anything that made you Smile.." 








--- On Wed, 7/2/08, Kathy Morris <[EMAIL PROTECTED]> wrote:
From: Kathy Morris <[EMAIL PROTECTED]>
Subject: Re: Email Engine AR 7.0.1
To: arslist@ARSLIST.ORG
Date: Wednesday, July 2, 2008, 8:41 PM

** I remember having an issue where I had to change the parameters on
the Java.  

How did you fix the issue when the incoming emails crashed the server
in 7.0.1?


-Original Message-
From: Axton <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wed, 2 Jul 2008 12:35 pm
Subject: Re: Email Engine AR 7.0.1

I've had similar issues where certain incoming messages would causethe
email engine to crash (7.0.1 p1).Axton GramsOn Wed, Jul 2, 2008 at 3:20
PM, Rick Cook <[EMAIL PROTECTED]> wrote:> ** Just a wild thought
here:  I wonder if it's really a problem with the> memory used by Java
being maxed out.  Perhaps your system logs might show> whether that's
the case?>> Rick>> On Wed, Jul 2, 2008 at 12:09 PM, Kathy Morris
<[EMAIL PROTECTED]>> wrote: ** Hello All, We have been
having trouble with the Email Engine.  It was stopping every>> 3 days,
now it's every couple of hours.  Is there a Remedy bug that is>>
preventing the email engine from working properly?>>
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Re: Unwanted updates on Last Modified Field Incident Mangement form ITSM 7.01

[Benedetto Cantatore]

Yes, but it "may" be fixed in a later patch.  I'm currently on 6.3
system so I can't check, but I remember some users pointed that out to
me when we were on that version/patch.  I recommend searching BMC's
website for a related bug or better still through the release notes for
the latest patch to see if its listed as a fix.  
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 06/19/08 4:40 PM >>>

** .hmmessage P{margin:0px;padding:0px}body.hmmessage{FONT-SIZE:
10pt;FONT-FAMILY:Tahoma}Hi listers.  I've got an issue that is skewing
the data on the Date/System tab of the Incident Management form. 
Whenever a work info item is displayed - but not modified - the 'Last
Modified By' and 'Last Modified Date' fields are updated.  No change to
the work info item is necessary effect the change, it just happens from
viewing the work note.  Has anyone else run across this?
We are running:
 
ARS 7.0.01 patch 3
Inc Management patch 3
Windows Server 2003
MS SQL 2005
 
Thanks
 
John Quinn
Pegasus Solutions
ITSM Development

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Re: Crystal Report Question

[Benedetto Cantatore]

Glad that was helpful and if that nudged you in the right direction,
that's great.  If you need additional help let me know.
 
Big Apple, is doing fine :).
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 06/17/08 8:11 AM >>>

** 
Thank you!   Say Hello to NYC for me it's been sometime since I've been
in the Big Apple. 


John Atherly
American Power Conversion
[EMAIL PROTECTED]
401-789-5735 Ext. 2120
1-800-788-2208 Ext. 2120 


Benedetto Cantatore <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)"
 
06/16/2008 06:08 PM Please respond to
arslist@ARSLIST.ORG

To
arslist@ARSLIST.ORG cc
Subject
Re: Crystal Report Question




** 
John, 
  
The crosstab is dependant on the selection criteria for the most part
to select records that said I'm thinking the way you can get what
you want is to put that crosstab in a group and have the group filter
out the records you don't need.  The group can be something as simple as
true/false, and you supress the false records.  Alternatively, you can
create a mock crosstab report which will probably work best.  See
Business Object's website for that info. 
  
Also tek-tips.com is an excellent source for Crystal reports help.   
  
Ben Cantatore
Remedy Manager
(914) 457-6209 
  
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 06/16/08 3:01 PM >>> 
** 
I'm trying to use Cross-Tab to display Incidents that are closed in the
first hour after the Helpdesk person takes it.  I have my formula that
pulls the tickets to be counted. 

[EMAIL PROTECTED] three months} 
AND 
{HPD_HelpDesk.Assigned_To_Group_}= 'Service_Desk_NAM' 
AND {HPD_HelpDesk.Status} = ['Resolved', 'Closed'] 
AND
({HPD_HelpDesk.Status_History_Resolved_TIME}-{HPD_HelpDesk.Status_History_New_TIME})<=
.04

Which works if the formula is in the record selection.  If I move the
formula to a field on the Cross-Tab I get all tickets not just the ones
I'm looking for.   There is a button on the Cross-Tab to add a formula
but if seems that Cross-Tab do not use formulas.  Is there a box I need
to check off to have the formula run in the Cross-Tab? 

The bottom line I'm lookingg for is the percent closed in the first
hour over the total number of ticket for given month. 

I tried creating a sub report with a Cross-Tab showing all tickets but 
could not find a way to percent the two fields (One from the first
Cross-Tab the second from the sub report Cross-Tab. 



John Atherly
American Power Conversion
[EMAIL PROTECTED]
401-789-5735 Ext. 2120
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Re: Crystal Report Question

[Benedetto Cantatore]

John,
 
The crosstab is dependant on the selection criteria for the most part
to select records that said I'm thinking the way you can get what
you want is to put that crosstab in a group and have the group filter
out the records you don't need.  The group can be something as simple as
true/false, and you supress the false records.  Alternatively, you can
create a mock crosstab report which will probably work best.  See
Business Object's website for that info.
 
Also tek-tips.com is an excellent source for Crystal reports help.  
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 06/16/08 3:01 PM >>>

** 
I'm trying to use Cross-Tab to display Incidents that are closed in the
first hour after the Helpdesk person takes it.  I have my formula that
pulls the tickets to be counted. 

[EMAIL PROTECTED] three months} 
AND 
{HPD_HelpDesk.Assigned_To_Group_}= 'Service_Desk_NAM' 
AND {HPD_HelpDesk.Status} = ['Resolved', 'Closed'] 
AND
({HPD_HelpDesk.Status_History_Resolved_TIME}-{HPD_HelpDesk.Status_History_New_TIME})<=
.04

Which works if the formula is in the record selection.  If I move the
formula to a field on the Cross-Tab I get all tickets not just the ones
I'm looking for.   There is a button on the Cross-Tab to add a formula
but if seems that Cross-Tab do not use formulas.  Is there a box I need
to check off to have the formula run in the Cross-Tab? 

The bottom line I'm lookingg for is the percent closed in the first
hour over the total number of ticket for given month. 

I tried creating a sub report with a Cross-Tab showing all tickets but 
could not find a way to percent the two fields (One from the first
Cross-Tab the second from the sub report Cross-Tab. 



John Atherly
American Power Conversion
[EMAIL PROTECTED]
401-789-5735 Ext. 2120
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Re: 911: ITSM 7.x and Reporting

[Benedetto Cantatore]

John, actually I was able to do reporting with version 11.  I think
Kathy that the issue might possibly be due with the ODBC driver.  When I
had a similar problem, I'm pretty sure it was because I had a user
embedded in my ODBC.  Try clearing out any such information, or if that
doesn't work, try filling it in.  I forget what actually cleared the
problem other than it was a bit fussy.  Additionally, I recommend
checking under tools\options in the ARUser tool under the advance tab
that the report server is filled out correctly with the correct TCP/rpc
if not default set correctly.

Ben Cantatore
Remedy Manager
(914) 457-6209

Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 06/12/08 8:56 AM >>>
Kathy,
 
If you are trying to run BO Crystal Reports XI .rpt files through the
Remedy User Tool, I think, and someone correct me if I am wrong, XI is
not supported even though the manuals say so, you have to use version
10. Crystal XI is meant to be used when accessing through the Mid-Tier
or directly from the browser via the BO Crystal Reports Enterprise
Server XI, which will cost your customers some serious cash to stand
up
due to the fact that SAP is raising the cost of Crystal Reports
Enterprise CPU Licenses another 22% in mid June! Anyone who is
planning
on standing up or buying another CPU license for the Crystal XI
Enterprise Server go out an buy your licenses now!
 
I ran into the same issues when testing out Crystal with AR System
version 7.1.0 but Crystal version 10 worked for me. I ran into a lot
of
issues and limitations with using Crystal 10 through the User Client
and
had to develop a user interface to force feed my SQL parameters
through
the active links instead of using the actual .rpt file to run the
query
when using the user client. We are going with the Enterprise Server XI
for reporting.
 


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kathy Morris
Sent: Wednesday, June 11, 2008 7:25 PM
To: arslist@ARSLIST.ORG 
Subject: Re: 911: ITSM 7.x and Reporting


** The User tool


-Original Message-
From: Howard Richter <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG 
Sent: Wed, 11 Jun 2008 2:12 pm
Subject: Re: 911: ITSM 7.x and Reporting


** 
Kathy,
 
One question where are you runing the reports (web or the user tool)?
 
Howard

 
On 6/11/08, Kathy Morris <[EMAIL PROTECTED]> wrote: 

** 
Hello,

Its been a long while that I have been chiseling away at this
mystery.  I can not figure out why this report is not executing in
ITSM
7.x.  We are going live and I have all these reports from Crystal XI,
that are not opening in Remedy.  Remedy says this is a "customization"
so no help.  Even when we tried to copy the OOB reports into a new
record, the new copies did not open when we select "Run Report"
button.
Only the original OOB reports run.  I built an open window action AL,
and the Report still does not run.  There is no qualification for the
report to pass thru the parameter. Does anyone have an idea why the
reports are not opening?  

There were 3 steps:
1. Add .rpt as attachment to Report Form
2. Fill in Category info in Report Form
3. Click Run Report button
 
Am I missing a step?



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-- 
Howard Richter
Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified 
E-Mail = [EMAIL PROTECTED] 
Resume = http://www.richter-home.net/resume/ 
LinkedIn Profile = http://www.linkedin.com/in/hbr4270 
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Re: OT: Friday humor - 8.0 has been released!

[Benedetto Cantatore]

Actually they do have a flying car... but we'll probably see version 8
before we see that in production.
 
www.moller.com
http://www.xconomy.com/2008/05/08/from-the-runway-to-the-road-terrafugia-redefines-the-flying-car-make-that-drivable-airplane/
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 06/06/08 11:37 AM >>>

** Were they going to install it on Windows Server/SQL 2009, or Linux
RHEL 6/Oracle 12?

Did they offer a parking space for your flying car?  Or at least to
share their...um..."source of inspiration"?

Rick

On Fri, Jun 6, 2008 at 8:18 AM, Timothy Powell
<[EMAIL PROTECTED]> wrote:
I just got hit up for an engagement to do an upgrade from "Remedy 6.x
to
8.0".

David Easter! When were you planning on telling us that 8.0 had been
released! Now I'm behind the curve again.

;-)
Tim

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Re: Admin tool anomaly with two monitors.

[Benedetto Cantatore]

John,
 
I can appreciate that, I was going nuts with my crystal reports because
it kept unexpectedly crashing till I figured out it was the fact it was
on the 2nd display.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 06/02/08 7:02 AM >>>

Thanks for all of the replies.
Melvin, Maybe that is the answer. The extended desktop of my laptop is
driven from the video output.

And Ben, It can be a problem when you think you have a corrupt piece
of
workflow because everything else works.
Now that I know about this I keep my admin tool on the Laptop screen. 

Thank again, 


John J. Reiser
Software Development Analyst
Remedy Administrator/Developer
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. -
paraphrased
by me 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Cox, Melvin E.
Sent: Monday, June 02, 2008 9:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Admin tool anomaly with two monitors.

ARS 6.3 patch 24
Admin 6.3 patch 24
Dell Optiplex GX260

I AM able to access notification and Templete on both monitors. 
Primary
monitor is Dell Ultrasharp and secondary is an old Optiquest.  Using 2
video cards vs 1 video with dual output.   

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Reiser, John J
Sent: Monday, June 02, 2008 9:30 AM
To: arslist@ARSLIST.ORG
Subject: Admin tool anomaly with two monitors.

Hello Listers,

ARS 6.3 Patch 014
ARS Admin tool 6.3 Patch 017

I came across a strange anomaly in the admin tool and I am not sure if
it is a bug or just a HW driver issue.

I have a Dell Laptop (D610) as my primary workstation with the admin
tool loaded. I use a docking station to get access to a second
monitor.
It's also a Dell.

The strangeness occurs when I move the Admin tool to the second
monitor.
If I have a Notify action in a filter I can not access the Messages or
Templates pages for email notifications.
All I have to do is slide the admin tool back to the primary monitor
and
I can select those pages. Of course now I have to remember to do that
and not think that my filter is corrupted.

I can access all of the top pages ( Basic, If Action , Else Action,
etc)
from either monitor.

Just wondering if anyone saw this before or if it happens on other HW
or
versions.

Thanks in advance,
John J. Reiser
Software Development Analyst
Remedy Administrator/Developer
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. -
paraphrased
by me 



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Re: Admin tool anomaly with two monitors.

[Benedetto Cantatore]

I've seen weirdness with some other applications as well when on the 2nd
display.  I think if the application works, great, but if it doesn't
then you need to just move it back to primary.  Personally, most
applications work well enough that I don't think its that big a
problem.
 
 
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701

 
>>> [EMAIL PROTECTED] 06/02/08 6:30 AM >>>

Hello Listers,

ARS 6.3 Patch 014
ARS Admin tool 6.3 Patch 017

I came across a strange anomaly in the admin tool and I am not sure if
it is a bug or just a HW driver issue.

I have a Dell Laptop (D610) as my primary workstation with the admin
tool loaded. I use a docking station to get access to a second
monitor.
It's also a Dell.

The strangeness occurs when I move the Admin tool to the second
monitor.
If I have a Notify action in a filter I can not access the Messages or
Templates pages for email notifications.
All I have to do is slide the admin tool back to the primary monitor
and
I can select those pages. Of course now I have to remember to do that
and not think that my filter is corrupted.

I can access all of the top pages ( Basic, If Action , Else Action,
etc)
from either monitor.

Just wondering if anyone saw this before or if it happens on other HW
or
versions.

Thanks in advance,
John J. Reiser
Software Development Analyst
Remedy Administrator/Developer
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. -
paraphrased
by me 


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Re: Question: Active Link - Checking Table - ITSM 7

[Benedetto Cantatore]

Off the top of my head, I think that you do a direct sql that would
return the same results that the table would and then do a set field
command using the value of lastcount.  I think that would give you a
number and you can build workflow to check if the value is greater than
0.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 05/30/08 8:44 AM >>>

I'm trying to check to see if a table has any rows in it, but i'm not
having much luck.

I have tried to check for the table NOT being NULL and I have check
for a column NOT being NULL, both do not work.

I'm looking to see if the Relationship table is NOT NULL - so I tried:

'z2TH Associations' != $NULL$
(this is the table name)

I also tried:

'z2TF AssociationType' != $NULL$
(this is a column name)

Both of these do not work.

However, if I remove this qualification my workflow works.

Any ideas why I can't check to see if there are any rows in the table?

THANKS!

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Re: ARERR [8755] The specified plug-in does not exist. : REMEDY.ARF.CAI

[Benedetto Cantatore]

I searched the whole HD and couldn't find the file.  I was hoping to
avoid doing a reinstall, as I'm hoping that if I acquired this file this
would be fixed.  Possibly in the initial setup I missed a step.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 05/29/08 11:07 AM >>>

Look in your ar.conf for the referenced plugin file.  If you are on
Windows, the file extension will be .dll, not .so.  Also look in the
plug-in logs to see if arplugin is not finding a particular dll
referenced in ar.conf.  If neither of the above is the case, then in
all likelihood, the ar.conf file is not referencing the dll that
provides this plug-in function.

Axton Grams

On Thu, May 29, 2008 at 10:56 AM, Benedetto Cantatore
<[EMAIL PROTECTED]> wrote:
> **
> I'd like to say yes, but its been awhile since I've done the
installation.
> This is a dev box, so while not everything has been tested, I haven't
really
> come across any other issues other than this one.  So, not sure
how/why its
> missing.  Again if someone can supply/tell me where to find this
file, I
> suggest what else might be wrong, I'd really appreciate it.
>
> Ben Cantatore
> Remedy Manager
> (914) 457-6209
>
> Emerging Health IT
> 3 Odell Plaza
> Yonkers, New York 10701
>
>>>> [EMAIL PROTECTED] 05/29/08 10:28 AM >>>
> **
>
> Is it safe to assume that you have performed the necessary
configuration of
> the CAI plugin for the Requester Console that is a post installation
task
> for ITSM 7?
>
> Christopher Strauss, Ph.D.
> Call Tracking Administration Manager
> University of North Texas Computing & IT Center
> http://itsm.unt.edu/
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Benedetto Cantatore
> Sent: Thursday, May 29, 2008 8:47 AM
> To: arslist@ARSLIST.ORG
> Subject: ARERR [8755] The specified plug-in does not exist. :
REMEDY.ARF.CAI
>
>
>
> **
>
> I'm getting "ARERR [8755] The specified plug-in does not exist. :
> REMEDY.ARF.CAI" when trying to submit request through the requestor
console.
>
>
>
> Searching through old posts I see that for others the problem was a
missing
> libcaieventcmd.so
>
>
>
> I'm looking for this file, can someone tell me where I can find it? 
Looking
> at the patch 6 install directoy I see every version of that file
except one
> for windows.
>
>
>
> Any help appreciated.
>
>
>
> OS Win Server 2003
>
> ARServer 7.0.1 patch 6
>
> ITSM 7.0.3 patch 6
>
>
>
>
>
>
>
> Ben Cantatore
> Remedy Manager
> (914) 457-6209
>
>
>
> Emerging Health IT
> 3 Odell Plaza
> Yonkers, New York 10701
>
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Are"
> html___
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Re: ARERR [8755] The specified plug-in does not exist. : REMEDY.ARF.CAI

[Benedetto Cantatore]

I'd like to say yes, but its been awhile since I've done the
installation.  This is a dev box, so while not everything has been
tested, I haven't really come across any other issues other than this
one.  So, not sure how/why its missing.  Again if someone can
supply/tell me where to find this file, I suggest what else might be
wrong, I'd really appreciate it.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 05/29/08 10:28 AM >>>

** Is it safe to assume that you have performed the necessary
configuration of the CAI plugin for the Requester Console that is a post
installation task for ITSM 7?Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/ From: Action Request System discussion
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Benedetto
Cantatore
Sent: Thursday, May 29, 2008 8:47 AM
To: arslist@ARSLIST.ORG
Subject: ARERR [8755] The specified plug-in does not exist. :
REMEDY.ARF.CAI

 ** I'm getting "ARERR [8755] The specified plug-in does not exist. :
REMEDY.ARF.CAI" when trying to submit request through the requestor
console.
 
Searching through old posts I see that for others the problem was a
missing libcaieventcmd.so
 
I'm looking for this file, can someone tell me where I can find it? 
Looking at the patch 6 install directoy I see every version of that file
except one for windows.
 
Any help appreciated.
 
OS Win Server 2003
ARServer 7.0.1 patch 6
ITSM 7.0.3 patch 6
 
 
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701

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ARERR [8755] The specified plug-in does not exist. : REMEDY.ARF.CAI

[Benedetto Cantatore]

I'm getting "ARERR [8755] The specified plug-in does not exist. :
REMEDY.ARF.CAI" when trying to submit request through the requestor
console.
 
Searching through old posts I see that for others the problem was a
missing libcaieventcmd.so
 
I'm looking for this file, can someone tell me where I can find it? 
Looking at the patch 6 install directoy I see every version of that file
except one for windows.
 
Any help appreciated.
 
OS Win Server 2003
ARServer 7.0.1 patch 6
ITSM 7.0.3 patch 6
 
 
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


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Re: ARODBC Error

[Benedetto Cantatore]

Jase,
 
I think I had a similar problem like yours long ago, my memory is a bit
hazy.  I think what the problem ended up being was specific records
missing a history.  So when you attempted to report on those incidents,
it choked.  I recommend that you run the search in the usertool, and
then press control H as you're scanning through the records to see if
any come up strangely or if you get an error.  Alternately if you're not
finding any damage incidents, I suggest trying the Excel pointed to a
specific incident (one that you know IS good) and see if it'll display.
 
Hope this ends up being helpful.
 
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 05/20/08 10:30 AM >>>

** I am not using 7.1 but am using 7.0. My ARODBC version is 7.00.01.07
and I do not have any issues using the status history columns in queries
from Excel. Not sure if 7.1 uses the same ODBC version.

HTH

On Mon, May 19, 2008 at 4:44 PM, Jase Brandon <[EMAIL PROTECTED]>
wrote:
** Hello All,
 
I have a user writing corporate reports using Excel/Remedy ARODBC to
connect to prod dbase. (I know, I laughed too) :)
All was fine until last week, when absolutely nothing changed (as far
as I know).
 
Using Excel and his Remedy ARODBC login, he is now unable to query
HPD:HelpDesk for 
Status.History. If he queries on any other field, no problemo. 
If he adds Status.History.New, etc.. to the query, it bombs and returns
the message.
"Cannot open catalog, message number = 94, servername"
 
Has anyone else seen this?
I get the same result when using my ARODBC as well.
I have verified running the exact same query through SQL Query Analyzer
and it works flawlessly.
I can query H1024 with no problem, T1024 also.
Please see his below excel query.
 
This one works:
SELECT "HPD:Help-Desk"."Incident-Number"
FROM "HPD:Help-Desk" "HPD:Help-Desk"
WHERE ("HPD:Help-Desk"."Incident-Number" Is Not Null)
 
This one does not work:
SELECT "HPD:Help-Desk"."Incident-Number", "HPD:Help-Desk"."Status
History-New-TIME"
FROM "HPD:Help-Desk" "HPD:Help-Desk"
WHERE ("HPD:Help-Desk"."Incident-Number" Is Not Null)
 
**notice the only difference is the addition of Status History New TIME
to the query.

 
I believe this to be an issue with the ARODBC drivers, I even had him
reinstall the user.exe to make sure his driver wasn't corrupted, etc.
I hope someone else has seen this as I am perplexed.
 
Has anyone else had issues with 7.1  and Status.History?
 
Kind Regards,
 
Jase
 
 
ARS 7.1 Patch 002
Win2K5
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Re: Floating License alert

[Benedetto Cantatore]

I would recommend enabling your server stats.  There's a floating write
token denied field that you can watch among others.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 05/09/08 9:11 AM >>>

Hi All & TGIF,

Is there any way to set up workflow so that if all of the floating
licenses are in use and a user gets the "read-only" message, an email
can be sent to the admin?

I have been watching licenses in the Admin Tool and frequently grep
the
usr.log, but there has to be an easier way.

Thanks
Mark

Mark Brittain
Remedy Developer
NaviSite ESM Operations
315-453-2912 x5418 (Office)
315-317-2897 (Cell)
[EMAIL PROTECTED]


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Re: BRIE & Malloc Errors

[Benedetto Cantatore]

Pintu,
 
Brie is SLM and Malloc is an out of memory condition.  I see from your
log that you're on patch 2.  I think patching to a later version might
work wonders for you.  At my last company on a Linux server we had
issues with patch 1 & 2, 3 was still problematic but the most stable. 
Patch 4 was a disaster, probably 5,6 if I was still there would have
been the best.  Also what patch version is your ITSM apps (if you're
using them).  
 
I recommend enabling logging for filters, escalations and sqls and
examining the logs when such a crash happens.  How long are you able to
run without issues?  
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 05/08/08 3:37 AM >>>

** Hi All,

We are getting BRIE errors please find the arerror.log file details,


Thu May  8 02:37:05 2008  BRIE : A user name must be supplied in the
control record ()  ARERR - 149
Thu May  8 02:42:53 2008  390600 : Malloc failed on server (ARERR 300)
Thu May  8 02:42:53 2008 CopyCache
Thu May  8 02:42:53 2008  390600 : AR System server terminated -- fatal
error encountered (ARNOTE 21)
Thu May  8 02:42:53 2008  Dispatch : AR System Application server
terminated when a signal/exception was received by the server (ARAPPNOTE
4500)
Thu May  8 02:42:53 2008 15
Thu May  8 02:44:04 2008  390635 : AR System server terminated when a
signal/exception was received by the server (ARNOTE 20)
Thu May  8 02:44:04 2008 10
   Timestamp: Thu May 08 2008 02:44:04.6607
   Thread Id: 122
   Version: 7.0.01 patch 002  200704021644 Apr  2 2007 17:25:28
   ServerName: nh1a2t01
   Database: SQL -- Oracle
   Hardware: 9000/800
   OS: HP-UX B.11.23
   RPC Id: 0
   RPC Call: 0
   RPC Queue: 390635
   Protocol Version: 12
   Client IP Address:
   Logging On: SQL

Stacks:
 Out of memory while reading in symbol table of /usr/lib/libc.2
 Out of memory while reading in symbol table of
/opt/app/oracle/product/10.2.0.1/lib32/libclntsh.sl.10.1
 Out of memory while reading in symbol table of /usr/lib/libpthread.1
( 0)  0x00523710 [/opt/app/remedy/nh1a2t01/bin/./arserverd]
( 1)  0x00524510 [/opt/app/remedy/nh1a2t01/bin/./arserverd]
( 2)  0xc02136e8 [/usr/lib/libc.2]
( 3)  0xcf3a7560
[/opt/app/oracle/product/10.2.0.1/lib32/libclntsh.sl.10.1]
( 4)  0xcf437408
[/opt/app/oracle/product/10.2.0.1/lib32/libclntsh.sl.10.1]
( 5)  0xcf3bf5b8
[/opt/app/oracle/product/10.2.0.1/lib32/libclntsh.sl.10.1]
( 6)  0x005fa85c [/opt/app/remedy/nh1a2t01/bin/./arserverd]
( 7)  0x005713f4 [/opt/app/remedy/nh1a2t01/bin/./arserverd]
( 8)  0x003dd858 [/opt/app/remedy/nh1a2t01/bin/./arserverd]
( 9)  0x0052e9c0 [/opt/app/remedy/nh1a2t01/bin/./arserverd]
(10)  0x006e03e0 [/opt/app/remedy/nh1a2t01/bin/./arserverd]
(11)  0x006e0304 [/opt/app/remedy/nh1a2t01/bin/./arserverd]
(12)  0xc0094024 [/usr/lib/libpthread.1]
(13)  0xc00c4ab4 [/usr/lib/libpthread.1]
Thu May  8 02:44:04 2008  BRIE : Cannot establish a network connection
to the AR System server (nh1a2t01.test.test.com (0) : RPC: Miscellaneous
tl
i error - bad flags)  ARERR - 90
Thu May  8 02:44:04 2008  BRIE : A user name must be supplied in the
control record ()  ARERR - 149


Please share some thoughts on how to stop BRIE errors


Regards,

Pintu Mallick



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Re: ITIL Remedy

[Benedetto Cantatore]

Here's some examples where you have different owners
 
Helpdesk are incident owners for all helpdesk related problems
 
NCC/NOC would be the owner for infrastructure issues (yes, I know some
companies combine the helpdesk/NCC into a service desk)
 
In a global environment the local helpdesks would be the incident owner
rather than the global helpdesk for local issues.
 
In each of the examples above, those groups would be interested and
more importantly responsible for tracking the incident throughout its
lifecycle.
 
 
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 05/05/08 1:01 PM >>>

** I understand both concepts - perhaps I need to clarify.
 
Ticket comes in and the ticket is Auto-assigned to the Help Desk
(Assigned Group).  The Help Desk feels they should be the Incident Owner
(Owner Group).  The Help Desk then assigns the ticket to a Support Group
(now the support group is the Assigned Group).  The Support Group
believes they should be the incident owner (Owner Group).
 
In a message dated 5/5/2008 9:49:05 A.M. Pacific Daylight Time,
[EMAIL PROTECTED] writes:
Aren't you, maybe, mixing the concepts of "assignment" and
"ownership"?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kevin Pulsen
Sent: Monday, May 05, 2008 11:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITIL Remedy

** Hi Kathy,

The Helpdesk really should be the owner of any incident. 
It's best that the customer has only one single point of contact ->
the
helpdesk.. they need to own the incident from cradle to grave.. and
they
should be able to spawn any change or problem from the given incident.
>From a user's perspective, they hate being pushed around to 10
different
"Support Groups" only to be handed off back to the Helpdesk...
incident
bouncing it not good.

So to recap, 
Single point of contact -> Helpdesk (Keep your Level II,III from
getting
calls directly from customers)
Incident owner -> Helpdesk (You can still assign it to other support
groups) from cradle to grave.

This method follows the Incident Process Flow Bar..

Hope this helps.

Kevin P.



** 
Hi,

In Remedy ITSM 7.0.1 - who should be the actual "Owner" of the ticket.
Should it be the assigned group or the Help Desk?

What are the advantages of one over the other.



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Re: Administrative Access

[Benedetto Cantatore]

I no longer work for the company where that situation existed.  I'm estatic to 
hear about the new feature where you can pull the logs locally.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 04/28/08 10:44 PM >>>

** One thing about 'pulling logs' that got easier with 7.x is that the admin 
console in the user tool now offers a 'view' button for the logs on the server, 
it downloads the file through the client onto your machinean option we 
didn't have before that...so for those of you out there that don't have OS 
access, there is a way to get the access now...:)

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Benedetto Cantatore
Sent: Monday, April 28, 2008 8:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Administrative Access



** Kathy,
 
I feel your pain, I used to be in a situation where the SA had the dev server 
on serious lockdown.  I understand production, but I have trouble with control 
freaks doing this to dev.  Every single time I needed to restart, pull logs, or 
 apply a patch, I had to go through the SAs.  If I wanted to do any of 
that before 9:00am or after 4:30 pm, I was sol.
 
In my situation, I eventually wore him down till he gave me some level of 
access.  I could pull logs files and look around, that was the best I could 
squeeze out of him.
 
First route, I'd take (I assume you've done this) is talk to management.  
Explain you're unable to design the report without visibility into the system.  
Alternately, you make him sit with you as you design your report and waste his 
time since he won't provide you with the access you need.  Something has to 
give and someone has to see reason.
 
Good luck and I'd be curious to know what ultimately happens with this.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 04/28/08 7:17 PM >>>

** Ya know, I thought about that option, but didn't suggest it because if you 
are trying to gain the trust of someone, the last thing you want to do is go in 
and open a back door they don't know about and exploit it

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Feliciano, Ferdinand, A (Rocky)
Sent: Monday, April 28, 2008 3:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: Administrative Access



** @font-face { font-family: Calibri;[EMAIL PROTECTED] {font-family: 
Tahoma;[EMAIL PROTECTED] Section1 {size: 8.5in 11.0in; margin: 1.0in 1.0in 
1.0in 1.0in; }P.MsoNormal { FONT-SIZE: 12pt; MARGIN: 0in 0in 0pt; 
FONT-FAMILY: "Times New Roman","serif"}LI.MsoNormal { FONT-SIZE: 12pt; 
MARGIN: 0in 0in 0pt; FONT-FAMILY: "Times New Roman","serif"}DIV.MsoNormal {
FONT-SIZE: 12pt; MARGIN: 0in 0in 0pt; FONT-FAMILY: "Times New 
Roman","serif"}A:link {   COLOR: blue; TEXT-DECORATION: underline; 
mso-style-priority: 99}SPAN.MsoHyperlink { COLOR: blue; TEXT-DECORATION: 
underline; mso-style-priority: 99}A:visited { COLOR: purple; 
TEXT-DECORATION: underline; mso-style-priority: 99}SPAN.MsoHyperlinkFollowed {  
 COLOR: purple; TEXT-DECORATION: underline; mso-style-priority: 
99}SPAN.EmailStyle17 {   FONT-WEIGHT: normal; COLOR: blue; FONT-STYLE: normal; 
FONT-FAMILY: "Tahoma","sans-serif"; TEXT-DECORATION: none; mso-style-type: 
personal}SPAN.EmailStyle18 {   FONT-WEIGHT: normal; COLOR: blue; FONT-STYLE: 
normal; FONT-FAMILY: "Tahoma","sans-serif"; TEXT-DECORATION: none; 
mso-style-type: personal-reply}.MsoChpDefault {FONT-SIZE: 10pt; 
mso-style-type: export-only}DIV.Section1 { page: Section1}Have you tried 
using the ARCACHE tool?  I remember using this to create a temp admin account 
on our dev server once before when I accidentally delete the Demo account 
without creating another admin account first.  If you can login to the server 
just run from the directory where ARSystem is installed(C:\Program Files\AR 
System).  Type this from the command line :  arcache -Ua -e 099 -lw 
1 -n"TempAdmin" -p"" -s  -g "1;" *d  -This works on Remedy 6.3  
Thanks,Rocky  From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Kathy Morris
Sent: Monday, April 28, 2008 1:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: Administrative Access
 ** Hi,
 
I do not need the development server to just to create a Crystal Report. 
I need the development server to see the forms/ the fields to build the logic 
to create the algorithms to create the Crystal Report.  When linking did not 
work, I have even need to create "join" forms to bring the data together.
 
 
In a message dated 4/28/2008 1:43:12 P.M. Pacific Daylight Time, [EMAIL

Re: Administrative Access

[Benedetto Cantatore]

Kathy,
 
I feel your pain, I used to be in a situation where the SA had the dev server 
on serious lockdown.  I understand production, but I have trouble with control 
freaks doing this to dev.  Every single time I needed to restart, pull logs, or 
 apply a patch, I had to go through the SAs.  If I wanted to do any of 
that before 9:00am or after 4:30 pm, I was sol.
 
In my situation, I eventually wore him down till he gave me some level of 
access.  I could pull logs files and look around, that was the best I could 
squeeze out of him.
 
First route, I'd take (I assume you've done this) is talk to management.  
Explain you're unable to design the report without visibility into the system.  
Alternately, you make him sit with you as you design your report and waste his 
time since he won't provide you with the access you need.  Something has to 
give and someone has to see reason.
 
Good luck and I'd be curious to know what ultimately happens with this.
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 04/28/08 7:17 PM >>>

** Ya know, I thought about that option, but didn't suggest it because if you 
are trying to gain the trust of someone, the last thing you want to do is go in 
and open a back door they don't know about and exploit it

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Feliciano, Ferdinand, A (Rocky)
Sent: Monday, April 28, 2008 3:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: Administrative Access



** @font-face { font-family: Calibri;[EMAIL PROTECTED] {font-family: 
Tahoma;[EMAIL PROTECTED] Section1 {size: 8.5in 11.0in; margin: 1.0in 1.0in 
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MARGIN: 0in 0in 0pt; FONT-FAMILY: "Times New Roman","serif"}DIV.MsoNormal {
FONT-SIZE: 12pt; MARGIN: 0in 0in 0pt; FONT-FAMILY: "Times New 
Roman","serif"}A:link {   COLOR: blue; TEXT-DECORATION: underline; 
mso-style-priority: 99}SPAN.MsoHyperlink { COLOR: blue; TEXT-DECORATION: 
underline; mso-style-priority: 99}A:visited { COLOR: purple; 
TEXT-DECORATION: underline; mso-style-priority: 99}SPAN.MsoHyperlinkFollowed {  
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99}SPAN.EmailStyle17 {   FONT-WEIGHT: normal; COLOR: blue; FONT-STYLE: normal; 
FONT-FAMILY: "Tahoma","sans-serif"; TEXT-DECORATION: none; mso-style-type: 
personal}SPAN.EmailStyle18 {   FONT-WEIGHT: normal; COLOR: blue; FONT-STYLE: 
normal; FONT-FAMILY: "Tahoma","sans-serif"; TEXT-DECORATION: none; 
mso-style-type: personal-reply}.MsoChpDefault {FONT-SIZE: 10pt; 
mso-style-type: export-only}DIV.Section1 { page: Section1}Have you tried 
using the ARCACHE tool?  I remember using this to create a temp admin account 
on our dev server once before when I accidentally delete the Demo account 
without creating another admin account first.  If you can login to the server 
just run from the directory where ARSystem is installed(C:\Program Files\AR 
System).  Type this from the command line :  arcache -Ua -e 099 -lw 
1 -n"TempAdmin" -p"" -s  -g "1;" *d  -This works on Remedy 6.3  
Thanks,Rocky  From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Kathy Morris
Sent: Monday, April 28, 2008 1:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: Administrative Access
 ** Hi,
 
I do not need the development server to just to create a Crystal Report. 
I need the development server to see the forms/ the fields to build the logic 
to create the algorithms to create the Crystal Report.  When linking did not 
work, I have even need to create "join" forms to bring the data together.
 
 
In a message dated 4/28/2008 1:43:12 P.M. Pacific Daylight Time, [EMAIL 
PROTECTED] writes:
** Hi Kathy,
 
You don't really need the development server to create a Crystal Report.  Are 
you looking to add the Crystal report to a report form in Remedy?  Another 
option would be to use the production server, certainly not an ideal situation. 
 Give your manager the option of how they want you to execute your work.  
Sounds like a little power hoarding going on.
 
Let us know how it goes.
 
Susan
On Mon, Apr 28, 2008 at 3:17 PM, Rick Cook <[EMAIL PROTECTED]> wrote:** 
Absolutely.  If other guy doesn't know Remedy, and you do, he'll just have to 
trust in your expertise, or explain to higher-ups why he won't.

Rick  On Mon, Apr 28, 2008 at 1:05 PM, Kaiser Norm E CIV USAF 96 CS/SCCE 
<[EMAIL PROTECTED]> wrote:This is kind of like hiring a guy to paint your 
bedroom but not letting
him inside your house.

I would elevate the issue if the guy won't cooperate.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kathy Morris
Sent: Monday, April 28, 2008 3:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Administrative Acc

Re: ITSM(7) marketing strategies

[Benedetto Cantatore]

Actually I happen to be in the middle of preparing a power point
presentation to upper management.  The power point will go hand in hand
with a demo.  I plan on explaining OOTB workflow, roles, and new terms. 
As I introduce the new concepts, I'll point out the benefits.  I think
the biggest key is to educate the audience and relate it to the work
they are currently doing.
 
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 04/22/08 10:03 AM >>>

Hi all,

do you have marketing strategies implemented during the implementation
of your ITSM projects?

If yes, what different ways did you use to communicate the changes of
the IT environment to your IT- and end users?

Thanks for any reply.

Mario

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Re: ARSystem version 8

[Benedetto Cantatore]

LOL  and there folks is your OT:Friday humor.

>>> [EMAIL PROTECTED] 04/18/08 9:00 AM >>>
** v\:* {behavior:url(#default#VML);}o\:* {behavior:url(#default#VML);}w\:* 
{behavior:url(#default#VML);}.shape {behavior:url(#default#VML);}I hear that 
5.1.2 is very stable J Thanks, Gary Opela, Jr., RSPRemedy EngineerLeader 
Communications, Inc.http://www.5pointleader.comhttp://www.lcibest.comBest 
Product, Best People, Best PriceTMAn ISO 9001:2000 Certified, CMMI® Level 3 
Rated Company


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Benedetto Cantatore
Sent: Friday, April 18, 2008 7:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARSystem version 8
 You really don't want to be bleeding edge unless you're like me and didn't 
have a choice.  I tried implementing 7.0 back in Oct 2006 and we were fighting 
the bugs along with our inexperience with a vastly different product.  So 
unless you enjoy pain, I'd recommend upgrading to a stable version.
 
Ben

>>> [EMAIL PROTECTED] 04/18/08 8:28 AM >>>
** Some of us have bad days once in a while.  Must have been some kind of bad 
energy alignment earlier in the week.  Usually everyone is laid back unless the 
discussion is about BMC/Remedy Support. Dave 
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Remedy Maniac
Sent: Friday, April 18, 2008 8:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARSystem version 8** hard to leave such a cozy place :-)


Shellman, David wrote: 
Paul,

Good to see you didn't leave us.

Haven't heard anything about
Version 8.

Version 7.5 is scheduled for release this fall.
Dave
-
[EMAIL PROTECTED]
(Wireless)

- Original Message -
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www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: 
www.rmsportal.com ARSlist: "Where the Answers Are" html___ 

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Re: ARSystem version 8

[Benedetto Cantatore]

You really don't want to be bleeding edge unless you're like me and
didn't have a choice.  I tried implementing 7.0 back in Oct 2006 and we
were fighting the bugs along with our inexperience with a vastly
different product.  So unless you enjoy pain, I'd recommend upgrading to
a stable version.
 
Ben

>>> [EMAIL PROTECTED] 04/18/08 8:28 AM >>>

** Some of us have bad days once in a while.  Must have been some kind
of bad energy alignment earlier in the week.  Usually everyone is laid
back unless the discussion is about BMC/Remedy Support.
 
Dave

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Remedy Maniac
Sent: Friday, April 18, 2008 8:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARSystem version 8



** hard to leave such a cozy place :-)


Shellman, David wrote: 
Paul,

Good to see you didn't leave us.

Haven't heard anything about
Version 8.

Version 7.5 is scheduled for release this fall.
Dave
-
[EMAIL PROTECTED]
(Wireless)

- Original Message -
From: Action Request System discussion list(ARSList) __Platinum
Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___
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