Re: ITSM 7.6, Incident Management, Service field?
Charlie, Rod is correct you have to relate the Business (or Technical) Service CI to either a Person, Organization or Company. Another thing to remember, If you are relating to a company or organization, and you have more than 1 company just remember the Service+ field menu on the form is populated by the Company of the Customer+. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rod Harris Sent: Wednesday, September 08, 2010 12:25 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.6, Incident Management, Service field? Hi Charlie, Are you adding people in the people tab of the service CI? You need to create a used by relationship to a person or persons before it can be specified on an incident for that person. Rod On 8 September 2010 09:05, Charlie Wilson wilsonc...@gmail.com wrote: ** ARS 7.5, ITSM 7.6, product catalog loaded, Incident Request form, Service field. Through the Incident Management Rules I have made this Service field not required. However, we understand what it is for and we wish to use it. I have a problem figuring out how to define business service CIs that will populate this field. I've went through the Configuration document several times and it talks little about defining this field's data source. I've also created business service CIs and no matter how I enable them, map them to company, etc., they still do not show in the dropdown field. Could someone give me a tip on how to popular this field? Thanks much, Charlie _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are smime.p7s Description: S/MIME cryptographic signature
Any suggestions on building workflow to automate tasks with Incident Mgmt 7.6
Hello, Does anyone have any advice for building workflow to allow for automated Tasks in Incident Mgmt v7.6? We have a request process that is really not meant for the Change Mgmt module for it is a Service Request, but it requires multiple parallel tasks that need to be auto-generated in sequence. Before I start active link and filter logging to try to figure out the OOB workflow I was just wondering if anyone out there can point me in the right direction for I know I am not the first person to do this. It would be much appreciated. -John. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are smime.p7s Description: S/MIME cryptographic signature
Re: How to get the Subject line when sending an email that performs a submit action?
Sergio, One recommendation for your Push Fields action to Bridge form workflow: Use an Escalation to push fields from the AR System email Messages form --- BridgeForm form and not a filter. I have setup and maintained incoming email workflow for a Large-Scale implementation of Remedy 6.3 (The email engine has not changed since then) and we found that having a filter push fields from the AR System email Messages form --- BridgeForm form can shutdown the entire Remedy Application service if there is an error with the filter processing. Also the more intricate you get in your parsing workflow that extracts information from the Email the more variables of errors will occur. I also recommend using another escalation to push fields from the BridgeForm -- HPD:HelpDesk. When we used a filter we did not discover this until the first few days of production. Good Luck - John Bilinski -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sergio Tomillero Sent: Wednesday, August 04, 2010 4:56 AM To: arslist@ARSLIST.ORG Subject: How to get the Subject line when sending an email that performs a submit action? Hello, Once configured Incoming box, I send an email to Email Engine like this: In the subject line I indicate: This is about incident INC3173 In the Body part I indicate: Schema: BridgeForm Server: servername Login: Demo Password: demopass Action: Submit !536870914!: some text !536870915!: INC3173 This generates a new record in ARSystem Email Messages and some minutes later in 'BridgeForm'. The problem is that I want to have the Subject line in a field in 'Bridge Form' but I do not find a way to do it. Of course I cannot say to them to copy the subject again in the body part of the message when sending. How can I do it? Only fields between !! are generated in BridgeForm. I have thought in creating a new filter in ARSytem Email Messages to 'Incoming mails on Submit action, that get the subject field and using STRSTRC function I get the incident number to do a search later from BridgeForm, but the problem is that can be more than one email with that incident number, and getting the last one could not be a good solution because more than one could have been received at the same time (more that one with tha same Incident number and the same Create Date). What are you recommendations? How do you get the subject line when receiving an email? Thanks regards, Sergio Tomillero -- View this message in context: http://ars-action-request-system.1093659.n2.nabble.com/How-to-get-the-Subjec t-line-when-sending-an-email-that-performs-a-submit-action-tp5371700p5371700 .html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are smime.p7s Description: S/MIME cryptographic signature
Un-Fragmenting SQL Indexes for ITSM 7.5 + SQL Server 2005
All, We are about to deploy a AR System 7.5 + ITSM 7.6 on SQL Server 2005. What is the recommended way to handle un-fragmenting of the ARSystem Db indexes? More Specifically: 1. Does un-fragmenting the indexes give us any performance boost or does it cause more problems when trying to fix? 2. Should we schedule a job to reorganize or rebuild the indexes? 3. Our deployment is considered a medium sized deployment. Should the job be scheduled quarterly? Monthly? Yearly? 4. Should the indexing job be done with the ARSystem instance is online or offline? Thanks. - John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are smime.p7s Description: S/MIME cryptographic signature
AR System Reports Error on Mid-Tier 7.5 patch 4
All, I am receiving this error in IE when I try to run an AR System Report (.arr) over the Mid-Tier v7.5 patch4 using the Report Selection form: Error during processing : ARERR [9241] Cannot create report directory Z:\m11c23c11b16\A08DA5F8C06596786A88BCEE8C7EB04A. Please see your administrator. I used the Report Creator in Mid-Tier to create this report, it should be running. We also have a Crystal report server 2008 integrated with our Mid-Tier on a separate server and the Crystal Reports run fine. Is there a directory I should be granting the Remedy Service Account permission to on the Mid-Tier server to get this to run? Any ideas? We are running the OOB Tomcat as our JVM and web server. Thanks. -John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are smime.p7s Description: S/MIME cryptographic signature
Re: AR System Reports Error on Mid-Tier 7.5 patch 4
Joe, I fixed it. The Z: was a mapped drive that pointed to the Reports Working directory on my Crystal Server (this was set in the Mid-Tier Config Report Settings page on the Mid_Tier server). I just changed this path to be the full windows context path and both the AR System and Crystal Reports are working. What I find weird about the whole thing is that the Crystl reports never stopped working, only the AR System reports need this working directory to intialize. Weird. Thanks. -John -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza Sent: Monday, July 12, 2010 3:52 PM To: arslist@ARSLIST.ORG Subject: Re: AR System Reports Error on Mid-Tier 7.5 patch 4 John, Is Z some sort of a network drive? Does the user that runs the Tomcat web server have permissions to this drive to create files and folders? AR System reports when created from the mid-tier, do not require the Remedy Service account to be given any special permissions.. It is the web server user that requires those permissions.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of Bilinski, John CTR WHS/ITMD/ASD Sent: Monday, July 12, 2010 12:25 PM To: arslist@ARSLIST.ORG Subject: AR System Reports Error on Mid-Tier 7.5 patch 4 All, I am receiving this error in IE when I try to run an AR System Report (.arr) over the Mid-Tier v7.5 patch4 using the Report Selection form: Error during processing : ARERR [9241] Cannot create report directory Z:\m11c23c11b16\A08DA5F8C06596786A88BCEE8C7EB04A. Please see your administrator. I used the Report Creator in Mid-Tier to create this report, it should be running. We also have a Crystal report server 2008 integrated with our Mid-Tier on a separate server and the Crystal Reports run fine. Is there a directory I should be granting the Remedy Service Account permission to on the Mid-Tier server to get this to run? Any ideas? We are running the OOB Tomcat as our JVM and web server. Thanks. -John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are smime.p7s Description: S/MIME cryptographic signature
Configuring AR System 7.6 to support a View Form for a remote SQL Server database
Question, I am reading page 177 of the AR Server Integration guide v7.5 on how to configure a VIEW FORM to connect to an external database. My system runs on SQL Server 2005 64-bit, both OS are Windows Server 2003. I am a bit confused by this line in the integrations guide: Create a link to the remote database and either give ARAdmin an account on the remote database or use the proper login credentials. What do they mean by link? Do they mean an ODBC datasource connection on the database server? Or is this something that needs to be setup in SQL Management Studio? Also, a couple lines down from this setup task the guide says: The format for the table name is:LINKNAME.DATABASENAME.OWNER.TABLENAME Do I have to create this table in my ARSystem Database? I think they are leaving out some important information about how to handle this in SQL Server. Need help. Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are smime.p7s Description: S/MIME cryptographic signature
Re: Configuring AR System 7.6 to support a View Form for a remote SQL Server database
So, you create a view in the local ARSystem database, is this dangerous? Would an upgrade of the ARSystem database overwrite this view? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W Sent: Thursday, June 03, 2010 9:53 AM To: arslist@ARSLIST.ORG Subject: Re: Configuring AR System 7.6 to support a View Form for a remote SQL Server database You have to have the Remedy database be able to read data from the external (remote) database. In MS SQL Server this is called a link (in Oracle it is a dbLink). In SQL Management you set up a link so the Remedy database can connect to the external (remote) database. Think of pure a SQL select statement. How would you do a select of data in an external (remote) database while connected to the local Remedy databse? Personally I do it a bit differently. I set up the link and a database View of the data in the external (remote) database in the local Remedy database and then create my Remedy view form against that local database view. This way I can adjust for dev/test/production environments at the database level and Remedy is the same for each. Say the Remedy database is called LocalRemedy and the external (remote) database is CompanyDatabase. In LocalRemedy you set up a link to CompanyDatabase called Companylink. You can then create a Remedy view form against CompanyLink.CompanyDatabase.dbo.People. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Bilinski, John CTR WHS/ITMD/ASD Sent: Thursday, June 03, 2010 7:46 AM To: arslist@ARSLIST.ORG Subject: Configuring AR System 7.6 to support a View Form for a remote SQL Server database Question, I am reading page 177 of the AR Server Integration guide v7.5 on how to configure a VIEW FORM to connect to an external database. My system runs on SQL Server 2005 64-bit, both OS are Windows Server 2003. I am a bit confused by this line in the integrations guide: Create a link to the remote database and either give ARAdmin an account on the remote database or use the proper login credentials. What do they mean by link? Do they mean an ODBC datasource connection on the database server? Or is this something that needs to be setup in SQL Management Studio? Also, a couple lines down from this setup task the guide says: The format for the table name is:LINKNAME.DATABASENAME.OWNER.TABLENAME Do I have to create this table in my ARSystem Database? I think they are leaving out some important information about how to handle this in SQL Server. Need help. Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are smime.p7s Description: S/MIME cryptographic signature
User gets a blank screen while accessing Atrium Core Console 7.6 through Mid-Tier 7.5 patch4
Listers: I am receiving a Blank (or grey) screen when trying to access the Atrium CMDB Console v7.6p1 through Mid-Tier patch 4? The problem seems to be with the Data Visualizations field not loading properly. When I try to access the console through the User tool it completely freezes my User Tool. I found a KB on the BMC Knowledge Base article '20014080' but none of the troubleshooting helped me to resolve the issue. I ran into this issue a few months back in my QA environment installation and a re-install of Mid-Tier solved the problem BUT I am in my production environment and re-installing is a last resort for I have SSL and a 3rd Party CAC SSO integration (which took signifgant time to get working) installed which may cause me more issues after the re-install. Does anyone know what cause is at the root of this issue and can offer any suggestions for me to fix without having to re-install Mid-Tier? Thanks. John Bilinski WHS Remedy Developer Contractor (ASD) Pentagon 5A936 Office: 703.571.2057 ITIL v3 Foundation Certified ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are smime.p7s Description: S/MIME cryptographic signature
Re: User gets a blank screen while accessing Atrium Core Console 7.6 through Mid-Tier 7.5 patch4
Thanks for the reply Kevin, The Calendar works fine same with the flashboards, RKM etc.. The issue is only with the Atrium CMDB Console which is a data visualization field. The Mid-Tier Logs don't have anything useful as far as I can tell from reading them over. I rebotted the server and Tomcat many times and still the issues persists. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kevin Begosh Sent: Monday, May 24, 2010 2:29 PM To: arslist@ARSLIST.ORG Subject: Re: User gets a blank screen while accessing Atrium Core Console 7.6 through Mid-Tier 7.5 patch4 ** have you turned on the logs on the mid tier to see if they are producing anything? I had had this issues with Change calendar, Artium Core console, RKM etc and it usually is something to do with the configuration of the URL, or password. I know also bouncing the web server helps sometime too, like tomcat. I do remember one time with SRM i was having issues and it turned out to be a bad data vis file. Kevin Begosh On Mon, May 24, 2010 at 1:43 PM, Bilinski, John CTR WHS/ITMD/ASD john.bilinski@whs.mil wrote: ** Listers: I am receiving a Blank (or grey) screen when trying to access the Atrium CMDB Console v7.6p1 through Mid-Tier patch 4? The problem seems to be with the Data Visualizations field not loading properly. When I try to access the console through the User tool it completely freezes my User Tool. I found a KB on the BMC Knowledge Base article '20014080' but none of the troubleshooting helped me to resolve the issue. I ran into this issue a few months back in my QA environment installation and a re-install of Mid-Tier solved the problem BUT I am in my production environment and re-installing is a last resort for I have SSL and a 3rd Party CAC SSO integration (which took signifgant time to get working) installed which may cause me more issues after the re-install. Does anyone know what cause is at the root of this issue and can offer any suggestions for me to fix without having to re-install Mid-Tier? Thanks. John Bilinski WHS Remedy Developer Contractor (ASD) Pentagon 5A936 Office: 703.571.2057 ITIL v3 Foundation Certified _attend WWRUG10 www.wwrug.com http://www.wwrug.com/ ARSlist: Where the Answers Are_ -- Kevin Begosh _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are smime.p7s Description: S/MIME cryptographic signature
Re: User gets a blank screen while accessing Atrium Core Console 7.6 through Mid-Tier 7.5 patch4
By heap size, I assume you are talking about the Java tab of the Tomcat GUI? If that is what you are talking about I have mine set to: Initial memory pool: 512 Max memory pool: 1024 Thread stack size: NULL Also, Juan, the local PC browser is using Flash version 10, the latest and greatest. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Scott Philben Sent: Monday, May 24, 2010 3:18 PM To: arslist@ARSLIST.ORG Subject: Re: User gets a blank screen while accessing Atrium Core Console 7.6 through Mid-Tier 7.5 patch4 How much Java heap memory is Tomcat using? I recently had to set mine higher (1024 MB vice nothing set out of the box) to get the CMDB Console to load. The sample app loaded the graphs and the console almost came up (just a boring green screen) but never completed. Setting the heap size higher fixed the problem. On May 24, 2010, at 2:45 PM, Juan Ingles wrote: Did you make sure you have the right Flash version? (9+, If memory serves) Juan Ingles On Mon, May 24, 2010 at 11:39 AM, Bilinski, John CTR WHS/ITMD/ASD john.bilinski@whs.mil wrote: Thanks for the reply Kevin, The Calendar works fine same with the flashboards, RKM etc.. The issue is only with the Atrium CMDB Console which is a data visualization field. The Mid-Tier Logs don't have anything useful as far as I can tell from reading them over. I rebotted the server and Tomcat many times and still the issues persists. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kevin Begosh Sent: Monday, May 24, 2010 2:29 PM To: arslist@ARSLIST.ORG Subject: Re: User gets a blank screen while accessing Atrium Core Console 7.6 through Mid-Tier 7.5 patch4 ** have you turned on the logs on the mid tier to see if they are producing anything? I had had this issues with Change calendar, Artium Core console, RKM etc and it usually is something to do with the configuration of the URL, or password. I know also bouncing the web server helps sometime too, like tomcat. I do remember one time with SRM i was having issues and it turned out to be a bad data vis file. Kevin Begosh On Mon, May 24, 2010 at 1:43 PM, Bilinski, John CTR WHS/ITMD/ASD john.bilinski@whs.mil wrote: ** Listers: I am receiving a Blank (or grey) screen when trying to access the Atrium CMDB Console v7.6p1 through Mid-Tier patch 4? The problem seems to be with the Data Visualizations field not loading properly. When I try to access the console through the User tool it completely freezes my User Tool. I found a KB on the BMC Knowledge Base article '20014080' but none of the troubleshooting helped me to resolve the issue. I ran into this issue a few months back in my QA environment installation and a re-install of Mid-Tier solved the problem BUT I am in my production environment and re-installing is a last resort for I have SSL and a 3rd Party CAC SSO integration (which took signifgant time to get working) installed which may cause me more issues after the re-install. Does anyone know what cause is at the root of this issue and can offer any suggestions for me to fix without having to re-install Mid-Tier? Thanks. John Bilinski WHS Remedy Developer Contractor (ASD) Pentagon 5A936 Office: 703.571.2057 ITIL v3 Foundation Certified _attend WWRUG10 www.wwrug.com http://www.wwrug.com/ ARSlist: Where the Answers Are_ -- Kevin Begosh _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are smime.p7s Description: S/MIME cryptographic signature
Re: User gets a blank screen while accessing Atrium Core Console 7.6 through Mid-Tier 7.5 patch4
Yes, my configuration settings are set to have the Data Visualization Module to be my ARS server (I even tried the FDQN). -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pargeter, Christie :CO IS Sent: Monday, May 24, 2010 3:51 PM To: arslist@ARSLIST.ORG Subject: Re: User gets a blank screen while accessing Atrium Core Console 7.6 through Mid-Tier 7.5 patch4 ** One thing to check is on your MidTier config page. BMC had me change the Data Visualization Server, Home Page Server Authentication Server to be the ARS 7.5 server. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Bilinski, John CTR WHS/ITMD/ASD Sent: Monday, May 24, 2010 10:43 AM To: arslist@ARSLIST.ORG Subject: User gets a blank screen while accessing Atrium Core Console 7.6 through Mid-Tier 7.5 patch4 ** Listers: I am receiving a Blank (or grey) screen when trying to access the Atrium CMDB Console v7.6p1 through Mid-Tier patch 4? The problem seems to be with the Data Visualizations field not loading properly. When I try to access the console through the User tool it completely freezes my User Tool. I found a KB on the BMC Knowledge Base article '20014080' but none of the troubleshooting helped me to resolve the issue. I ran into this issue a few months back in my QA environment installation and a re-install of Mid-Tier solved the problem BUT I am in my production environment and re-installing is a last resort for I have SSL and a 3rd Party CAC SSO integration (which took signifgant time to get working) installed which may cause me more issues after the re-install. Does anyone know what cause is at the root of this issue and can offer any suggestions for me to fix without having to re-install Mid-Tier? Thanks. John Bilinski WHS Remedy Developer Contractor (ASD) Pentagon 5A936 Office: 703.571.2057 ITIL v3 Foundation Certified _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are smime.p7s Description: S/MIME cryptographic signature
Re: ITSM 7.0 Reporting - Time Taken To Repair
Basil, I have not found any built in formulas in BMC Analytics but do not despair I found a webpage where a Crystal Developer documented some formulas that will help you calculate this. I created some Crystal XI reports formulas from these examples relatively easily by just plugging in the ARSystem field dates to his formulas. Here is a link to a webpage: http://www.kenhamady.com/form17.shtml The developer gives you the Code examples to create a set of integrated formulas that do this: 1. Adding/Subtracting Business Days 2. find the number of business days between two dates 3. Calculate business hours 4. How to calculate Holidays Everything you need to reflect Actual Time to Resolve using BO Crystal Reports is in these webpage's. Hope this helps you save a lot of time. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Webster, Basil Sent: Wednesday, September 23, 2009 8:46 AM To: arslist@ARSLIST.ORG Subject: ITSM 7.0 Reporting - Time Taken To Repair ** Hi All, We are running ITSM 7.0 and have not been able to find how to run a report which reflects the time it has taken for a ticket to be resolved. Basically from assigned to resolved, taking business hours and holidays into consideration. We run all our reports out of Business Objects where we have also installed BMC Analytics. There must be some ready built calculations? Kind Regards, Basil Webster Remedy Developer Siemens Southern Africa IT Solutions and Services (Pty) Ltd Infrastructure Operations 300 Janadel Avenue, Halfway House, 1685 T : +27 11 652 7523 F : +27 86 506 2883 M : +27 82 452 9389 basil.webs...@siemens.com mailto:basil.webs...@siemens.com www.siemens.co.za Disclaimer and Confidentiality Note This e-mail communication, its attachments, if any, and any rights attaching to it are, unless the context clearly indicates otherwise, the property of Siemens Limited. It is confidential, private and intended for the addressee only. If you are not the intended recipient and receive this communication in error, you are hereby notified that any review, copying, use, discloser or distribution in any manner whatsoever is strictly prohibited. Please notify the sender immediately that you have received this e-mail in error and delete the e-mail and any copies of it. Views and opinions expressed in this e-mail are those of the sender unless clearly stated as those of Siemens Limited. Siemens Limited accepts no liability for any loss or damage whatsoever, and howsoever incurred or suffered resulting or arising from the use of this e-mail communication and/or its attachments. Siemens Limited does not warrant the integrity of this e-mail communication nor that it is free of errors, viruses, interception or interference. For more information about Siemens Limited, visit our website at www.siemens.com Siemens Limited Company Registration Number: 1923/007514/06 Registered Address: 300 Janadel Avenue, Halfway House 1685 VAT Registration Number: 4790104428 Chairman: Dr S Russwurm*; Deputy Chairman: Dr ATM Mokgokong Chief Executive Officer: SJ Clarkson; Chief Financial Officer: AD Hall Executive Directors: HA Hollier, AM Mathole Non-Executive Director: D Hoke*; Dr MI Surve; K Setzin Alternate Director: R Guntermann*; I Amod; Y Mahomed Company Secretary: V Reddy _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Change Mgmt 7.5 Approval Mapping Limitation Question
All, We are configuring our Change Approval Mappings in ITSM Change Mgmt 7.5.01 and we have come up against a limitation in the Out-of-box approval mappings. What we are trying to do is create an 'Approval For*' a custom Role we created in the AP:Role form. OOB Change Mgmt will not allow us to do this and makes us use the Inherent Groups/Roles (i.e. Change Assigned Group, Change Manger Group etc..). To give an example: we wish to create a custom approval role called AH:Windows and populate this role with with users who do not have the OOB Change Mgmt Inherent Groups/Roles and use this role in level 3 of the Implementation phase approval. Does anyone know how to perform this? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Qualification Anomaly discovered in Operational/Product Tiered Menus for Incident Managment 7.5.
Yes, The defect# is SW00333295 and according to the site it is currently in resolved status. -Original Message- From: Sonny Lapitan [mailto:slapi...@columnit.com] Sent: Wednesday, July 22, 2009 4:11 PM To: arsl...@listserv.rbugs.com; Bilinski, John Subject: Re: Qualification Anomaly discovered in Operational/Product Tiered Menus for Incident Managment 7.5. Hi John, Did BMC give you have a defect number for this issue? Thank you, Sonny ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Can you install AR System 7.5.01 on Windows Server 2008 64-bit
Hello Listers, Has anyone successfully installed AR System 7.5.01 (Mid-Tier included) on Windows Server 2008 64-bit Standard? John Bilinski US Department of Justice Operations Services Staff Contractor CSC 202-305-3202 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
SSL for RKM 7.5
Hello all, Has anyone out there been successful in implementing the use of SSL certificates with your Remedy Knowledge Management 7.5 installation? Have you had any issues with this integration? Thanks. John Bilinski. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Is there a way around requiring a 3rd Tier Product Category
All, Is there any way to get around having a 3rd Tier for Product Categorization in Incident Mgmt 7.5? We have no need for a 3rd Tier Prod Cat and want to find a way around the required 3rd tier without making a customization to the ITSM workflow. Does anyone have any suggestions? Thanks. John Bilinski Department of Justice Operations Services Staff ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Is there a way around requiring a 3rd Tier Product Category
Thanks for the suggestion Rune, but is there any way to disable the 3rd Tier altogether? Having the First Tier of PC be the ITSM Module Name will frustrate the users because they will have to always select 3 tiers to get to the Product Name (if they choose to use the menus). From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rune Sørlid Sent: Wednesday, July 01, 2009 9:23 AM To: arslist@ARSLIST.ORG Subject: Re: Is there a way around requiring a 3rd Tier Product Category ** Hi John. Why dont you use a 1.st Tier that shows wich Application your in? Tier 1 = Incident Management.. Remember that the important field is 'Product Name', because of the search possibilities /Rune Sorlid From: Bilinski, John mailto:john.bilin...@usdoj.gov Sent: Wednesday, July 01, 2009 3:07 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Is there a way around requiring a 3rd Tier Product Category ** All, Is there any way to get around having a 3rd Tier for Product Categorization in Incident Mgmt 7.5? We have no need for a 3rd Tier Prod Cat and want to find a way around the required 3rd tier without making a customization to the ITSM workflow. Does anyone have any suggestions? Thanks. John Bilinski Department of Justice Operations Services Staff _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Is there a way around requiring a 3rd Tier Product Category
Thanks all. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Howard Richter Sent: Wednesday, July 01, 2009 11:18 AM To: arslist@ARSLIST.ORG Subject: Re: Is there a way around requiring a 3rd Tier Product Category ** Try and look at some other fix then a code change, with 7.5 being so new, you know BMC will have a few patches coming out. Howard On Wed, Jul 1, 2009 at 11:01 AM, Chowdhury, Tauf tauf.chowdh...@frx.com wrote: ** Rune's got a point... if they are picky about this issue, they're in for a world o hurt! J Tauf Chowdhury Analyst, Service Management Office: 631.858.7765 Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rune Sørlid Sent: Wednesday, July 01, 2009 10:49 AM To: arslist@ARSLIST.ORG Subject: Re: Is there a way around requiring a 3rd Tier Product Category ** Hi John. If that frustrates your users, I think you have more problem to come. Have you tried Templates or Decision tree? /Rune From: Bilinski, John mailto:john.bilin...@usdoj.gov Sent: Wednesday, July 01, 2009 4:33 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Is there a way around requiring a 3rd Tier Product Category ** Thanks for the suggestion Rune, but is there any way to disable the 3rd Tier altogether? Having the First Tier of PC be the ITSM Module Name will frustrate the users because they will have to always select 3 tiers to get to the Product Name (if they choose to use the menus). From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rune Sørlid Sent: Wednesday, July 01, 2009 9:23 AM To: arslist@ARSLIST.ORG Subject: Re: Is there a way around requiring a 3rd Tier Product Category ** Hi John. Why dont you use a 1.st http://1.st/ Tier that shows wich Application your in? Tier 1 = Incident Management.. Remember that the important field is 'Product Name', because of the search possibilities /Rune Sorlid From: Bilinski, John mailto:john.bilin...@usdoj.gov Sent: Wednesday, July 01, 2009 3:07 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Is there a way around requiring a 3rd Tier Product Category ** All, Is there any way to get around having a 3rd Tier for Product Categorization in Incident Mgmt 7.5? We have no need for a 3rd Tier Prod Cat and want to find a way around the required 3rd tier without making a customization to the ITSM workflow. Does anyone have any suggestions? Thanks. John Bilinski Department of Justice Operations Services Staff _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ 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: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- 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 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access
AR System Email Messages Error in Event Viewer.
Hello Listers, Has anyone ever seen this error before in the Windows Server 2003 Application Event Viewer Log: Source: AR System Email Engine Category: None Type: Error Event ID: 4097 Description: The RegQueryValueEx function failed for the following reason: The system cannot find the file specified. AR System Server: v6.4 patch 20 DB: Oracle 9i We have had issues due to RAM leaks where the Email service has hung every couple of days and needed to be kicked but a RAM upgrade has basically solved that problem. Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Qualification Anomaly discovered in Operational/Product Tiered Menus for Incident Managment 7.5.
All,
I wanted to make everyone aware of an anomaly I found with the menu
qualifications in the the Operational/Product tiered menus attached to
the HPD:HelpDesk form in Incident Mgt v7.5.01. The qualifications, used
in the Incident Mgt v7.5 menus to pull in the menu values from Company
Module Relationship Config dialog forms for both the Operational and
Product categorizations are different from the Incident Mgt 7.1 versions
of the same menus (they are even the same name). The qualifications
found in the v7.5 menus disables the functionality offered by the
checkboxes under the support modules (User Service Restoration,
Infrastructure Event etc) on the Company/Module Relationship
configuration forms for displaying or hiding Categorizations based on
Incident type field on the Incident form.
NOTE: I have not compared the menu qualifications for Change and Problem
Mgt menus yet.
Has anyone else seen this behavior with ITSM patch 7.5.01? And if so
have you put in a request for this to be fixed in the next patch for
Remedy 7.5?
Below is a side by side comparison of the menu qualifications from both
7.1 and 7.5. Notice that dynamic field values from the Configuration
forms (ex. $10001$) are used in the version 7.1 menus allowing
for the menu to cross check to allow the Categorizations to display or
hide:
Operational Tiered Menus
Primary Form: HPD:HelpDesk
Secondary From: CFG:Service Catalog LookUp
Operational Tier 1 Menu - CFG:CTL:S1-HPD-Q (ITSM 7.5.01)
Qualification (7.5): ((('Status-CAT' = Enabled) AND ('Status-CTA' =
Enabled)) AND 'Company' = $Company$) OR ('Company' = - Global
-)) AND ($Company$ != $NULL$)) OR ($Company$ = ))) AND
(($Service Type$ = User Service Request) AND ('Request Selection'
= Yes)) OR (($Service Type$ = User Service Restoration) AND
('Service Restoration Selection' = Yes))) OR (($Service Type$ =
Infrastructure Restoration) AND ('Infra Restoration Selection' =
Yes))) OR (($Service Type$ = Infrastructure Event) AND ('Infra Event
Selection' = Yes))) OR (($Service Type$ = $NULL$) AND ('Help Desk
Selection' = Yes)))
Qualification (7.1): ( 'Status-CAT' = Enabled) AND ( 'Status-CTA' =
Enabled) AND 'Company' = $11$) OR ( 'Company' = -
Global - )) AND ($11$ != $NULL$ )) OR ($11$ =))
AND ((($100099$ = User Service Request) AND ( 'Request Selection'
= Yes)) OR (($100099$ = User Service Restoration) AND ( 'Service
Restoration Selection' = Yes)) OR (($100099$ = Infrastructure
Restoration) AND ( 'Infra Restoration Selection' = Yes)) OR
(($100099$ = Infrastructure Event) AND ( 'Infra Event Selection' =
Yes)) OR (($100099$ = $NULL$ ) AND ( 'Help Desk Selection' =
Yes)))
Operational Tier 2 Menu - CFG:CTL:S2-HPD-Q (ITSM 7.5.01)
Qualification (7.5): ('Status-CAT' = Enabled) AND ('Status-CTA' =
Enabled)) AND 'Company' = $Company$) OR ('Company' = - Global
-)) AND ($Company$ != $NULL$)) OR ($Company$ = ))) AND
(($Service Type$ = User Service Request) AND ('Request Selection'
= Yes)) OR (($Service Type$ = User Service Restoration) AND
('Service Restoration Selection' = Yes))) OR (($Service Type$ =
Infrastructure Restoration) AND ('Infra Restoration Selection' =
Yes))) OR (($Service Type$ = Infrastructure Event) AND ('Infra Event
Selection' = Yes))) OR (($Service Type$ = $NULL$) AND ('Help Desk
Selection' = Yes AND ('Categorization Tier 1' = $Categorization
Tier 1$)) AND ('Categorization Tier 2' != $NULL$)
Qualification (7.1): ( 'Status-CAT' = Enabled) AND ( 'Status-CTA' =
Enabled) AND 'Company' = $11$) OR ( 'Company' = -
Global - )) AND ($11$ != $NULL$ )) OR ($11$ =))
AND ((($100099$ = User Service Request) AND ( 'Request Selection'
= Yes)) OR (($100099$ = User Service Restoration) AND ( 'Service
Restoration Selection' = Yes)) OR (($100099$ = Infrastructure
Restoration) AND ( 'Infra Restoration Selection' = Yes)) OR
(($100099$ = Infrastructure Event) AND ( 'Infra Event Selection' =
Yes)) OR (($100099$ = $NULL$ ) AND ( 'Help Desk Selection' =
Yes))) AND ( 'Categorization Tier 1' = $100063$) AND (
'Categorization Tier 2' != $NULL$ )
Operational Tier 3 Menu - CFG:CTL:S3-HPD-Q
Qualification (7.5): (('Status-CAT' = Enabled) AND ('Status-CTA' =
Enabled)) AND 'Company' = $Company$) OR ('Company' = - Global
-)) AND ($Company$ != $NULL$)) OR ($Company$ = ))) AND
(($Service Type$ = User Service Request) AND ('Request Selection'
= Yes)) OR (($Service Type$ = User Service Restoration) AND
('Service Restoration Selection' = Yes))) OR (($Service Type$ =
Infrastructure Restoration) AND ('Infra Restoration Selection' =
Yes))) OR (($Service Type$ = Infrastructure Event) AND ('Infra Event
Selection' = Yes))) OR (($Service Type$ = $NULL$) AND ('Help Desk
Selection' = Yes AND ('Categorization Tier 1' = $Categorization
Tier 1$)) AND ('Categorization Tier 2' = $Categorization Tier 2$)) AND
('Categorization
Re: Qualification Anomaly discovered in Operational/Product Tiered Menus for Incident Managment 7.5.
All,
I confirmed this issue with BMC and they submitted a Defect ticket on
this issue. Hopefully they will resolve this issue hopefully in the next
release and/or patch for ITSM 7.5.
From: Bilinski, John [mailto:john.bilin...@usdoj.gov]
Sent: Wednesday, June 10, 2009 12:59 PM
To: arslist@ARSLIST.ORG
Cc: Begosh, Kevin
Subject: Qualification Anomaly discovered in Operational/Product Tiered
Menus for Incident Managment 7.5.
All,
I wanted to make everyone aware of an anomaly I found with the menu
qualifications in the the Operational/Product tiered menus attached to
the HPD:HelpDesk form in Incident Mgt v7.5.01. The qualifications, used
in the Incident Mgt v7.5 menus to pull in the menu values from Company
Module Relationship Config dialog forms for both the Operational and
Product categorizations are different from the Incident Mgt 7.1 versions
of the same menus (they are even the same name). The qualifications
found in the v7.5 menus disables the functionality offered by the
checkboxes under the support modules (User Service Restoration,
Infrastructure Event etc) on the Company/Module Relationship
configuration forms for displaying or hiding Categorizations based on
Incident type field on the Incident form.
NOTE: I have not compared the menu qualifications for Change and Problem
Mgt menus yet.
Has anyone else seen this behavior with ITSM patch 7.5.01? And if so
have you put in a request for this to be fixed in the next patch for
Remedy 7.5?
Below is a side by side comparison of the menu qualifications from both
7.1 and 7.5. Notice that dynamic field values from the Configuration
forms (ex. $10001$) are used in the version 7.1 menus allowing
for the menu to cross check to allow the Categorizations to display or
hide:
Operational Tiered Menus
Primary Form: HPD:HelpDesk
Secondary From: CFG:Service Catalog LookUp
Operational Tier 1 Menu - CFG:CTL:S1-HPD-Q (ITSM 7.5.01)
Qualification (7.5): ((('Status-CAT' = Enabled) AND ('Status-CTA' =
Enabled)) AND 'Company' = $Company$) OR ('Company' = - Global
-)) AND ($Company$ != $NULL$)) OR ($Company$ = ))) AND
(($Service Type$ = User Service Request) AND ('Request Selection'
= Yes)) OR (($Service Type$ = User Service Restoration) AND
('Service Restoration Selection' = Yes))) OR (($Service Type$ =
Infrastructure Restoration) AND ('Infra Restoration Selection' =
Yes))) OR (($Service Type$ = Infrastructure Event) AND ('Infra Event
Selection' = Yes))) OR (($Service Type$ = $NULL$) AND ('Help Desk
Selection' = Yes)))
Qualification (7.1): ( 'Status-CAT' = Enabled) AND ( 'Status-CTA' =
Enabled) AND 'Company' = $11$) OR ( 'Company' = -
Global - )) AND ($11$ != $NULL$ )) OR ($11$ =))
AND ((($100099$ = User Service Request) AND ( 'Request Selection'
= Yes)) OR (($100099$ = User Service Restoration) AND ( 'Service
Restoration Selection' = Yes)) OR (($100099$ = Infrastructure
Restoration) AND ( 'Infra Restoration Selection' = Yes)) OR
(($100099$ = Infrastructure Event) AND ( 'Infra Event Selection' =
Yes)) OR (($100099$ = $NULL$ ) AND ( 'Help Desk Selection' =
Yes)))
Operational Tier 2 Menu - CFG:CTL:S2-HPD-Q (ITSM 7.5.01)
Qualification (7.5): ('Status-CAT' = Enabled) AND ('Status-CTA' =
Enabled)) AND 'Company' = $Company$) OR ('Company' = - Global
-)) AND ($Company$ != $NULL$)) OR ($Company$ = ))) AND
(($Service Type$ = User Service Request) AND ('Request Selection'
= Yes)) OR (($Service Type$ = User Service Restoration) AND
('Service Restoration Selection' = Yes))) OR (($Service Type$ =
Infrastructure Restoration) AND ('Infra Restoration Selection' =
Yes))) OR (($Service Type$ = Infrastructure Event) AND ('Infra Event
Selection' = Yes))) OR (($Service Type$ = $NULL$) AND ('Help Desk
Selection' = Yes AND ('Categorization Tier 1' = $Categorization
Tier 1$)) AND ('Categorization Tier 2' != $NULL$)
Qualification (7.1): ( 'Status-CAT' = Enabled) AND ( 'Status-CTA' =
Enabled) AND 'Company' = $11$) OR ( 'Company' = -
Global - )) AND ($11$ != $NULL$ )) OR ($11$ =))
AND ((($100099$ = User Service Request) AND ( 'Request Selection'
= Yes)) OR (($100099$ = User Service Restoration) AND ( 'Service
Restoration Selection' = Yes)) OR (($100099$ = Infrastructure
Restoration) AND ( 'Infra Restoration Selection' = Yes)) OR
(($100099$ = Infrastructure Event) AND ( 'Infra Event Selection' =
Yes)) OR (($100099$ = $NULL$ ) AND ( 'Help Desk Selection' =
Yes))) AND ( 'Categorization Tier 1' = $100063$) AND (
'Categorization Tier 2' != $NULL$ )
Operational Tier 3 Menu - CFG:CTL:S3-HPD-Q
Qualification (7.5): (('Status-CAT' = Enabled) AND ('Status-CTA' =
Enabled)) AND 'Company' = $Company$) OR ('Company' = - Global
-)) AND ($Company$ != $NULL$)) OR ($Company$ = ))) AND
(($Service Type$ = User Service Request) AND ('Request Selection'
= Yes)) OR (($Service Type$ = User Service
Load testing ITSM 7x
All, Has anyone done load testing on AR System and ITSM 7x? If so what type of software did you use to perform the load testing? Thank you. John Bilinski US Department of Justice Operations Services Staff Contractor CSC 202-305-3202 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Installing ITSM 7.5 on a Laptop with 4GB of RAM
All, I am a little disturbed at a prompt I saw when I ran the ITSM 7.5 installer on a laptop with a total 4GB of RAM running Windows Server 2003 on MS Virtual PC with about 3GB of RAM dedicated to the virtual OS. During the install the installer told me that a minimum of 6GB of RAM is needed to successful install ITSM 7.5. The installer is still running, I will be it frozen that the stage Executing install stage for FND system at 29%. Will my installation be successful? Is there anyone that has installed ITSM 7.5 on a system with under 6GB of RAM? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
What is the default admin user account for ITSM 7.5?
All, I just installed ITSM 7.5 and I went to log in with the default ITSM admin account appadmin and it does not exist. I went to the user form and the only user accounts in the system are: Demo DMLadmin DMLDataadmin Without the appadmin account I cannot configure ITSM with the Demo account. I do not know the default passwords for: DMLadmin or DMLDataadmin. What happened to appadmin in ITSM 7.5? Is there any documentation on how to create an appadmin? Also, FYI I did not install sample data, and I am wondering should I have installed sample data to get this admin account? Need help. Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: What is the default admin user account for ITSM 7.5?
Thanks Scott. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Scott Illari Sent: Monday, March 16, 2009 12:55 PM To: arslist@ARSLIST.ORG Subject: Re: What is the default admin user account for ITSM 7.5? ** John, You are correct that the appadmin account doesn't exist in the user form. It does exist in CTM:People. You will need to remove one of the Fixed licenses from one of those users and give to appadmin in the CTM:People form. This will cause the account to be created in the User form so you can use it for login. Login as Demo to accomplish this and apply the permissions and license to appadmin. Once done, you will be able to login as appadmin to complete the ITSM configuration. The other option, is to just permission Demo or one of the other users the same as you would appadmin. It is up to you. Hope this helps Scott Illari 908-601-8948 http://www.linkedin.com/in/scottillari http://www.linkedin.com/in/scottillari From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Bilinski, John Sent: Monday, March 16, 2009 12:49 PM To: arslist@ARSLIST.ORG Subject: What is the default admin user account for ITSM 7.5? ** All, I just installed ITSM 7.5 and I went to log in with the default ITSM admin account appadmin and it does not exist. I went to the user form and the only user accounts in the system are: Demo DMLadmin DMLDataadmin Without the appadmin account I cannot configure ITSM with the Demo account. I do not know the default passwords for: DMLadmin or DMLDataadmin. What happened to appadmin in ITSM 7.5? Is there any documentation on how to create an appadmin? Also, FYI I did not install sample data, and I am wondering should I have installed sample data to get this admin account? Need help. Thanks. __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Renmaing My Company in ITSM 7.0.3
All, Is there any harm in renaming the default Company My Company to something else in ITSM 7.0.3 running on AR Server 7.1? Does the action of Renaming it in the Company form have a top down effect in updating the related forms or will other related forms have to be updated as well to complete the rename? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
AR System 7.1 Cluster and Loadbalancing
All, Does anyone know where I can find documentation on installing AR System 7.1 on a clustered and load balanced environment running Windows Server 2003 and MS SQL? I am more interested in the installation of the AR System application because I am aware that it is not cluster aware. I found some documentation but it is dated from when AR System was version 5.5. Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
SMPM 7.1 for ITSM 7.1 customization questions
All, We just purchased and installed the SMPM for Service Support and Service Delivery application for the ITSM Suite 7.1. I was under the impression that there was a GUI that could easily be used to update or modify the dynamic process flows contained within the web pages of the application. For example, the incident mgt process does not completely fit our processes and my customer wants to update the flow chart to add an extra step. So far I cannot find an executable for a GUI to do this. It seems to me that the process webpage's are static and cannot be modified even though BMC told me they could it looks like I have to go deep in to the JavaScript files to get this stuff to work. Of course, I have not lessened the application with our production license I am only using the trial for testing. Does anyone know if there is a GUI that can be used to update the webpage's in a more easy fashion then going down to the script level to make customizations? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: SMPM 7.1 for ITSM 7.1 customization questions
David thank you. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Easter, David Sent: Wednesday, February 04, 2009 2:26 PM To: arslist@ARSLIST.ORG Subject: Re: SMPM 7.1 for ITSM 7.1 customization questions I spoke briefly with someone on the SMPM team and they said that the trial executable cannot be customized. The licensed SMPM product comes with a customization manual. Minimal HTML and Microsoft Visio skills are needed to customize the licensed Service Management Process Model. Hope this helps. -David J. Easter Sr. Product Manager, Solution Strategy and Development 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. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Bilinski, John Sent: Wednesday, February 04, 2009 4:31 AM To: arslist@ARSLIST.ORG Subject: SMPM 7.1 for ITSM 7.1 customization questions All, We just purchased and installed the SMPM for Service Support and Service Delivery application for the ITSM Suite 7.1. I was under the impression that there was a GUI that could easily be used to update or modify the dynamic process flows contained within the web pages of the application. For example, the incident mgt process does not completely fit our processes and my customer wants to update the flow chart to add an extra step. So far I cannot find an executable for a GUI to do this. It seems to me that the process webpage's are static and cannot be modified even though BMC told me they could it looks like I have to go deep in to the JavaScript files to get this stuff to work. Of course, I have not lessened the application with our production license I am only using the trial for testing. Does anyone know if there is a GUI that can be used to update the webpage's in a more easy fashion then going down to the script level to make customizations? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Crystal Reports and Mid-Tier license issue
We just went through the purchasing BOXI license process for our new BOXI server and they are not cheap. SAP just bought out Business Objects and changed the licensing model. There are not more Fixed and Floating User licenses, according to our rep if you are standing up the BO Crystal Enterprise Server XI. You now have to purchase CPU licenses for each CPU for each application server. We purchased 2 because the price jumped signifgantly last June. CPU Licenses allow unlimited access to the Application server were BOXI is installed. If you try to call them to get new licenses they will tell you that you will need to purchase CPU licenses, or at least that is what they made us do. If they tell you other wise I would like to know. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Steven Iocco Sent: Wednesday, January 28, 2009 7:25 AM To: arslist@ARSLIST.ORG Subject: Re: Crystal Reports and Mid-Tier license issue ** Thanks Matt. We do not have any named licenses on the server but that is likely the direction we need to head in. I assume a named license on BOXI is similar to a fixed license in remedy? The named license would allow access at all time? Steve Date: Tue, 27 Jan 2009 21:10:28 -0600 From: arsl...@mattreinfeldt.com Subject: Re: Crystal Reports and Mid-Tier license issue To: arslist@ARSLIST.ORG ** Steve, What if you set up Guest access on the BOXI server? Give the Guest user a named license... won't that work? Matt From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Steven Iocco Sent: Tuesday, January 27, 2009 8:16 PM To: arslist@ARSLIST.ORG Subject: Crystal Reports and Mid-Tier license issue ** Hi folks. Does anyone know a workaround to using concurrent licensing on BOXI R2 and the midtier? It seems that every time a report is fetched it uses a license, so even though its the same account being used everytime any reports are fetched back to back the 10 licenses we have run out fairly quick before they are dropped. This causes errors such as the following: Failed to Process the Request!! An Error occured at the Server: All of your systems 10 concurrent access licenses are in use at this time. Thanks Steve __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Oracle 10g vs. SQL 2005 for supporting ITSM 7.1
Developers and DBA's, I need your opinion on which database softwares would be better suited to have the Remedy AR System 7.1.0 and the entire ITSM Suite 7.0.3 installed in. I am not partial to either database software's for I have used both before but never in a multi-server clustered and replicated environment like this proposed system. Please, if could give your opinions for which database software would be the best choose for a multi-tiered Remedy server environment running MS Server 2003 64-bit OS and relying heavily on replication between 3 databases in a production. The system may have to support up to 900 support staff users and 100,000 non-support staff users. Here are the 2 databases software's we are looking at supporting: - Oracle 10g [Enterprise + RAC] - MS SQL 2005 [Enterprise + RAC] Thanks in advance . ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Oracle 10g vs. SQL 2005 for supporting ITSM 7.1
Thanks Joe, From my conversation with some internal DBA's and I think the winner is Oracle 10g due to the superior Replication features. Thank you so much. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Tuesday, January 06, 2009 10:04 AM To: arslist@ARSLIST.ORG Subject: Re: Oracle 10g vs. SQL 2005 for supporting ITSM 7.1 ** John, While neither of the databases are 'bad' each has its own advantages or disadvantages. The biggest advantage of using MS-SQL is that if you do not have a dedicated DBA, most administration tasks on MS-SQL are doable by a non DBA with some knowledge of how it all works. Also by default the database is not case sensitive which makes searching a little more easier than it is on Oracle that has to be set up as case insensitive. Oracle on the other hand has powerful DBA tools that usually an expert level DBA can take advantage of. The administration tools available with Oracle in my opinion are way more powerful than those available with MS-SQL. So it is definitely the choice of a DB for a bigger shop that would expect its database to grow up to be ginormous over a few months/years. At the end of the day look at your available resources and what your company is willing to invest to take care of that database. If you do not have Oracle DBA's is your organization willing to spend that extra 80 to 120K a year for one? You definitely do not want Oracle if you do not have a qualified DBA on site. You can sort of get away with MS-SQL without one. Joe From: Bilinski, John john.bilin...@usdoj.gov To: arslist@ARSLIST.ORG Sent: Tuesday, January 6, 2009 9:30:07 AM Subject: Oracle 10g vs. SQL 2005 for supporting ITSM 7.1 ** Developers and DBA's, I need your opinion on which database softwares would be better suited to have the Remedy AR System 7.1.0 and the entire ITSM Suite 7.0.3 installed in. I am not partial to either database software's for I have used both before but never in a multi-server clustered and replicated environment like this proposed system. Please, if could give your opinions for which database software would be the best choose for a multi-tiered Remedy server environment running MS Server 2003 64-bit OS and relying heavily on replication between 3 databases in a production. The system may have to support up to 900 support staff users and 100,000 non-support staff users. Here are the 2 databases software's we are looking at supporting: - Oracle 10g [Enterprise + RAC] - MS SQL 2005 [Enterprise + RAC] Thanks in advance . __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
What is the highest supported version of Crystal Enterprise Server for integration with AR System 7.1 and ITSM 7.0.3?
All, Can anyone tell me what is the highest supported version of Crystal Enterprise Server for integration with AR System 7.1 and ITSM 7.0.3? Here is what I have a choice of downloading from the SAP portal: XI 3.0 XI 3.1 XI Release 1 XI Release 2 What is the recommended version? Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: What is the highest supported version of Crystal Enterprise Server for integration with AR System 7.1 and ITSM 7.0.3?
David, Yeah I checked the compatibility matrix, but I wasn't sure if 3.0 and 3.1 were just updated patches that would still work with 7x because they fell under the BO XI version and I thought that maybe BMC just didn't update their matrix. I wanted to know for sure. Guess I thought wrong. I just downloaded Release 2. Thanks. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Easter, David Sent: Tuesday, December 30, 2008 2:23 PM To: arslist@ARSLIST.ORG Subject: Re: What is the highest supported version of Crystal Enterprise Server for integration with AR System 7.1 and ITSM 7.0.3? Hi John, You can always find this kind of information in the compatibility matrix for AR System, which can be found here: http://www.bmc.com/support/bmcremedycomp/index.htm Crystal Enterprise 10 was the last version of Crystal Enterprise released by Business Objects. Crystal Enterprise 10 is supported on AR System 7.1.00 If you actually meant Business Objects Enterprise version XI, AR System 7.1.00 will support BO XI R1 or R2. BO XI 3.0 and 3.1 are not supported. SAP / BO made a decision not to make BO XI 3.0 or 3.1 backwards compatible with BO XI R2 integrations, BO XI 3.0 or 3.1 will not work properly out of the box with AR System 7.1.00. A majority of users have moved to BO XI R2 according to the folks I've talked to at SAP. -David J. Easter Sr. Product Manager, Solution Strategy and Development 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. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Bilinski, John Sent: Tuesday, December 30, 2008 10:23 AM To: arslist@ARSLIST.ORG Subject: What is the highest supported version of Crystal Enterprise Server for integration with AR System 7.1 and ITSM 7.0.3? All, Can anyone tell me what is the highest supported version of Crystal Enterprise Server for integration with AR System 7.1 and ITSM 7.0.3? Here is what I have a choice of downloading from the SAP portal: XI 3.0 XI 3.1 XI Release 1 XI Release 2 What is the recommended version? Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
System time is off on AR System 6.3. Server - Day Light Savings time came early!
All, I am running AR System version 6.03.00 patch 20 with which was the patch that came out last year to fix the daylight savings issues caused by the Bush Administrations switch of the Day light savings time. I am running on top of Oracle 9.2.0.7.0. A Help Desk Ticket Created at 1:25pm today and I just looked at the Create Time of the ticket was 12:25pm. Did I miss another patch that needed to be applied? Has anyone else seen this today? What should I do to correct this? Thanks. John Bilinski US Department of Justice Operations Services Staff Contractor (CSC) 202.305.3202 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Advice: Need Ratio of AR Floating Licenses to Service Desk Floating Licenses
All, I need some quick advice for my management on how many Service Desk and Change Floating Licenses we should purchase for our new system. Can someone tell me what the ratio of AR System Floating licenses to Service Desk Floating Licenses you have with your system? I know that Application floating licenses are only grabbed from the user pool when a record is updated or submitted to the database which is a split second thing, in that case lets say for example I have 100 AR System Floating Licenses and I own service desk and my user base is 24 hours and not all users will use the system during peak hours how many Service Desk Floating licenses should I purchase? 1:3 or 1:4 or would a higher ratio be better? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Advice: Suggest a Ratio of AR Floating Licenses to Service Desk Floating Licenses
All, I need some quick advice on how many Service Desk and Change Floating Licenses we should purchase for our new system. Can someone tell me what the ratio of AR System Floating licenses to Service Desk Floating Licenses you have with your system? I know that Application floating licenses are only grabbed from the user pool when a record is updated in the database which is a split second thing, in that case lets say for example I have 100 AR System Floating Licenses and I own service desk and my user base is 24 hours where 75% of the users use the system during the day how many Service Desk Floating licenses should I purchase? 1:3 or 1:4 or would a higher ratio be better? Thanks. John Bilinski US Department of Justice Operations Services Staff OSS Remedy System DBA Contractor (CSC) 202.305.3202 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Advice: Need Ratio of AR Floating Licenses to Service Desk Floating Licenses
Thank you Jiri, How does the licensing true up at the end of the year with BMC work? I heard that with 7.1 you have to send BMC your license file for them to review it, and if you use more than you own they charge you for it. Is this true? Thanks. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jiri Pospisil Sent: Monday, September 29, 2008 9:33 AM To: arslist@ARSLIST.ORG Subject: Re: Advice: Need Ratio of AR Floating Licenses to Service Desk Floating Licenses ++ Please Read The Disclaimer At The Bottom Of This Email ++ John, one thing to consider is the fact that the application floating license is allocated to the user not when they update an entry in the given application, but when they access a form that belongs to the application, i.e. the incident management floating license token gets allocated to the users when they open the Incident Management console and stays with them for at least an hour or until they log off the Remedy client (this is what we observed on our 7.0.1 system). I have just had a quick look in our user log file and I think the usage ration between the Remedy floating and Incident management floating licenses is about 1:2. This is mostly due to the fact that we heavily use the work order module which does not require application license, only Remedy one. If your users will be mostly (or only) using the Incident management system, you may even need to go with ratio closer to 1:1. Hope this helps Jiri Pospisil IT Services LCH.Clearnet -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Bilinski, John Sent: 29 September 2008 14:12 To: arslist@ARSLIST.ORG Subject: Advice: Need Ratio of AR Floating Licenses to Service Desk Floating Licenses All, I need some quick advice for my management on how many Service Desk and Change Floating Licenses we should purchase for our new system. Can someone tell me what the ratio of AR System Floating licenses to Service Desk Floating Licenses you have with your system? I know that Application floating licenses are only grabbed from the user pool when a record is updated or submitted to the database which is a split second thing, in that case lets say for example I have 100 AR System Floating Licenses and I own service desk and my user base is 24 hours and not all users will use the system during peak hours how many Service Desk Floating licenses should I purchase? 1:3 or 1:4 or would a higher ratio be better? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are * This email is intended for the named recipient(s) only. Its contents are confidential and may only be retained by the named recipient(s) and may only be copied or disclosed with the consent of LCH.Clearnet Limited. If you are not an intended recipient please delete this e-mail and notify [EMAIL PROTECTED] The contents of this email are subject to contract in all cases, and LCH.Clearnet Limited makes no contractual commitment save where confirmed by hard copy. LCH.Clearnet Limited accepts no liability, including liability for negligence, in respect of any statement in this email. LCH.Clearnet Limited, Registered Office: Aldgate House, 33 Aldgate High Street, London EC3N 1EA.Recognised as a Clearing House under the Financial Services Markets Act 2000. Reg in England No.25932 Telephone: +44 20 7426 7000 Internet: http://www.lchclearnet.com * ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
HPD:Incident Interface_Create form issues
Question I am trying to migrate some ITSM 6.x Help Desk Tickets and some Change Requests into Incident Mgt 7.x. by using the HPD:Incident Interface_Create and the CHG:Change Interface_Create forms. I am using the Remedy Import tool to upload the tickets to the Incident create Staging form. I map my fields properly and then import them to the staging form, but they do not create any Incident tickets after they have been uploaded to the Interface_Create form. Am I missing some fields in my import? Are their any fields that I should be uploading to this staging form so that it kicks off the workflow behind it to create the Incidents? I noticed that all the filters behind the 2 HPD and CHG Interface_Create forms executes on Submit so I think I am missing something. Also is there any documentation on this form? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Incident Interface_Create form issues
Right, That is why the workflow behind it looks weird, it should be a merge action that creates the Incedents, maybe there is an Incident create spreadsheet in the Data Management tool. I am going to look. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Evans.Randy Sent: Monday, September 15, 2008 10:14 AM To: arslist@ARSLIST.ORG Subject: Re: Incident Interface_Create form issues One thing, the import tool, unless they've changed it, uses a merge action, not a submit. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Monday, September 15, 2008 9:03 AM To: arslist@ARSLIST.ORG Subject: HPD:Incident Interface_Create form issues Question I am trying to migrate some ITSM 6.x Help Desk Tickets and some Change Requests into Incident Mgt 7.x. by using the HPD:Incident Interface_Create and the CHG:Change Interface_Create forms. I am using the Remedy Import tool to upload the tickets to the Incident create Staging form. I map my fields properly and then import them to the staging form, but they do not create any Incident tickets after they have been uploaded to the Interface_Create form. Am I missing some fields in my import? Are their any fields that I should be uploading to this staging form so that it kicks off the workflow behind it to create the Incidents? I noticed that all the filters behind the 2 HPD and CHG Interface_Create forms executes on Submit so I think I am missing something. Also is there any documentation on this form? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Incident Interface_Create form issues
I set z1DAction to CREATE through the user tool once the data was uploaded to the HPD:Incident Interface_Create form and then I saved the record. It did nothing. Do I have to set z1DAction to CREATE on my spreadsheet before I upload the data to the HPD:Incident Interface_Create form so that it is set to create when I import it via the Import tool? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Matt Worsdell Sent: Monday, September 15, 2008 11:22 AM To: arslist@ARSLIST.ORG Subject: Re: Incident Interface_Create form issues Have you set z1DAction to CREATE?? Right, That is why the workflow behind it looks weird, it should be a merge action that creates the Incedents, maybe there is an Incident create spreadsheet in the Data Management tool. I am going to look. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Evans.Randy Sent: Monday, September 15, 2008 10:14 AM To: arslist@ARSLIST.ORG Subject: Re: Incident Interface_Create form issues One thing, the import tool, unless they've changed it, uses a merge action, not a submit. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Monday, September 15, 2008 9:03 AM To: arslist@ARSLIST.ORG Subject: HPD:Incident Interface_Create form issues Question I am trying to migrate some ITSM 6.x Help Desk Tickets and some Change Requests into Incident Mgt 7.x. by using the HPD:Incident Interface_Create and the CHG:Change Interface_Create forms. I am using the Remedy Import tool to upload the tickets to the Incident create Staging form. I map my fields properly and then import them to the staging form, but they do not create any Incident tickets after they have been uploaded to the Interface_Create form. Am I missing some fields in my import? Are their any fields that I should be uploading to this staging form so that it kicks off the workflow behind it to create the Incidents? I noticed that all the filters behind the 2 HPD and CHG Interface_Create forms executes on Submit so I think I am missing something. Also is there any documentation on this form? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Incident Interface_Create form issues
What is the process in using this form? Are there any KB's with or a step by step instruction guide to using this form? I see that the Data Management tool does not work in this case it only does foundation data. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Matt Worsdell Sent: Monday, September 15, 2008 11:22 AM To: arslist@ARSLIST.ORG Subject: Re: Incident Interface_Create form issues Have you set z1DAction to CREATE?? Right, That is why the workflow behind it looks weird, it should be a merge action that creates the Incedents, maybe there is an Incident create spreadsheet in the Data Management tool. I am going to look. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Evans.Randy Sent: Monday, September 15, 2008 10:14 AM To: arslist@ARSLIST.ORG Subject: Re: Incident Interface_Create form issues One thing, the import tool, unless they've changed it, uses a merge action, not a submit. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Monday, September 15, 2008 9:03 AM To: arslist@ARSLIST.ORG Subject: HPD:Incident Interface_Create form issues Question I am trying to migrate some ITSM 6.x Help Desk Tickets and some Change Requests into Incident Mgt 7.x. by using the HPD:Incident Interface_Create and the CHG:Change Interface_Create forms. I am using the Remedy Import tool to upload the tickets to the Incident create Staging form. I map my fields properly and then import them to the staging form, but they do not create any Incident tickets after they have been uploaded to the Interface_Create form. Am I missing some fields in my import? Are their any fields that I should be uploading to this staging form so that it kicks off the workflow behind it to create the Incidents? I noticed that all the filters behind the 2 HPD and CHG Interface_Create forms executes on Submit so I think I am missing something. Also is there any documentation on this form? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Incident Interface_Create form issues
Thanks, I saw Transactional Data on the drop down for the data Mgt interface in the user client but did not know what that was for. I will read the Patch 9005 PDF. Thanks. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sabyson Fernandes Sent: Monday, September 15, 2008 11:55 AM To: arslist@ARSLIST.ORG Subject: Re: Incident Interface_Create form issues John, Look at incident management patch 9005. (This is the new data management tool). It supports process setup and transaction data i.e. help desk tickets. Saby --- On Mon, 9/15/08, Bilinski, John [EMAIL PROTECTED] wrote: From: Bilinski, John [EMAIL PROTECTED] Subject: Re: Incident Interface_Create form issues To: arslist@ARSLIST.ORG Date: Monday, September 15, 2008, 4:36 PM What is the process in using this form? Are there any KB's with or a step by step instruction guide to using this form? I see that the Data Management tool does not work in this case it only does foundation data. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Matt Worsdell Sent: Monday, September 15, 2008 11:22 AM To: arslist@ARSLIST.ORG Subject: Re: Incident Interface_Create form issues Have you set z1DAction to CREATE?? Right, That is why the workflow behind it looks weird, it should be a merge action that creates the Incedents, maybe there is an Incident create spreadsheet in the Data Management tool. I am going to look. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Evans.Randy Sent: Monday, September 15, 2008 10:14 AM To: arslist@ARSLIST.ORG Subject: Re: Incident Interface_Create form issues One thing, the import tool, unless they've changed it, uses a merge action, not a submit. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Monday, September 15, 2008 9:03 AM To: arslist@ARSLIST.ORG Subject: HPD:Incident Interface_Create form issues Question I am trying to migrate some ITSM 6.x Help Desk Tickets and some Change Requests into Incident Mgt 7.x. by using the HPD:Incident Interface_Create and the CHG:Change Interface_Create forms. I am using the Remedy Import tool to upload the tickets to the Incident create Staging form. I map my fields properly and then import them to the staging form, but they do not create any Incident tickets after they have been uploaded to the Interface_Create form. Am I missing some fields in my import? Are their any fields that I should be uploading to this staging form so that it kicks off the workflow behind it to create the Incidents? I noticed that all the filters behind the 2 HPD and CHG Interface_Create forms executes on Submit so I think I am missing something. Also is there any documentation on this form? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Crystal Error:
Thank you. After some more investigation I think the real reason for this is because the .rpt file was designed in Crystal XI and Remedy User Client only supports versions 8.5 - 10. I will run the search and also re-design the report in version 9 to see if that solves the issue. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M Sent: Tuesday, September 09, 2008 3:14 PM To: arslist@ARSLIST.ORG Subject: Re: Crystal Error: ** John - it sounds like your user may be missing a dll - there is a KB entry on BMC support site 18217 that says: Do a find for this .dll: CRQE.dll (it s/b in the same path as listed below if not adjust the path as needed.) Then run the following from your command line to register this dll. regsvr32 C:\program files\common files\Crystal Decisions\2.0\bin\CRQE.dll This may not be exactly what is missing, but that's where I would be looking. Hope this helps. Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Tuesday, September 09, 2008 10:51 AM To: arslist@ARSLIST.ORG Subject: Crystal Error: This is the error a user is getting when they try to run a Crystal report --- Crystal Report Error --- Error in File C:\Program Files\AR System\User\HOME\arcmds\DOJxReme.rpt: Failed to create the Crystal Query Engine. --- OK --- My AR Server is version 6.3 patch 20 on an Oracle 9.0.2 DB on the Windows Server 2003 platform. I am using Crystal Developer XI to create the reports and then I embed them within an Active link to get them to run in the user client. I created an active link that feeds a simple query through the QUALIFICATION field inside the Open Report Window Action in the active link which runs the report to the screen. I would not be asking you all this question if it didn't work when I ran the report from within my user tool but the report works fine for me in my version 6.3 patch 20 user client. The user that is experiencing this error has the same exact user client and patch as I and all of the same permissions. Why then does it work for me and not him? The user does not have Crystal XI Developer on his computer and I do. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Spellcheck for IE 6 on Mid-Tier 7.1.0
All, Has anyone implemented Spell check via a button action for IE 6 and higher Browsers for the Mid-Tier 7.1.0? If so do you have a KB on how to implement the JavaScript and/or workflow? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Spellcheck for IE 6 on Mid-Tier 7.1.0
Thanks Kevin but this only works for the User Client views. I wish I would have not of implemented this for our current Remedy system because with Remedy 7.x they plan to go to the Mid-Tier where the OLE Spellchecker workflow does not work. Thanks Kevin. Did anyone get this too work for the Mid-Tier views? Maybe with JavaScript or VB tied to workflow? It would be nice to have it work without having to turn JavaScript on in the Browser because they turn it off here. Maybe I am dreaming? Thanks. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Begosh, Kevin Sent: Wednesday, September 03, 2008 12:44 PM To: arslist@ARSLIST.ORG Subject: Re: Spellcheck for IE 6 on Mid-Tier 7.1.0 ** Here is something that I put together. it is I think 6 AL and 1 ALG. I have it form 5 different fields in the label of the AL so if you do not want it for that field then do not use that AL. I have it for Summary and notes of the main section, summary and notes for the work info tab, and the resolution. All of the AL that I have are using out of the box fields so you should be able to use it for your 7.x system. The only thing I added was a button under the Functions on the left hand navigation bar, z2NF_LeftNavigation. I added it to all the forms that I used it for as mentioned above. If you want it to match the def file the field I added is Name: z2NI_SpellChecker ID: 8 Label: Spell Checker Please let me know if anyone has any questions. Kevin Begosh, RSP External Initiatives System Design Integration 301-791-3540 Phone 410-422-3623 Cell [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Wednesday, September 03, 2008 10:04 AM To: arslist@ARSLIST.ORG Subject: Spellcheck for IE 6 on Mid-Tier 7.1.0 ** All, Has anyone implemented Spell check via a button action for IE 6 and higher Browsers for the Mid-Tier 7.1.0? If so do you have a KB on how to implement the JavaScript and/or workflow? Thanks. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Spellcheck for IE 6 on Mid-Tier 7.1.0
Not an option because nothing is ever easy in the Government! We only use IE6 and they may be upgrading to IE7 but I do not think that has a built in spell checker either. But thanks anyway. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, September 03, 2008 3:16 PM To: arslist@ARSLIST.ORG Subject: Re: Spellcheck for IE 6 on Mid-Tier 7.1.0 ** There's an easy way to get spell checking in the browser - use Firefox. It's built-in, and supported by Remedy. Rick On Wed, Sep 3, 2008 at 12:08 PM, Bilinski, John [EMAIL PROTECTED] wrote: ** Thanks Kevin but this only works for the User Client views. I wish I would have not of implemented this for our current Remedy system because with Remedy 7.x they plan to go to the Mid-Tier where the OLE Spellchecker workflow does not work. Thanks Kevin. Did anyone get this too work for the Mid-Tier views? Maybe with JavaScript or VB tied to workflow? It would be nice to have it work without having to turn JavaScript on in the Browser because they turn it off here. Maybe I am dreaming? Thanks. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Begosh, Kevin Sent: Wednesday, September 03, 2008 12:44 PM To: arslist@ARSLIST.ORG Subject: Re: Spellcheck for IE 6 on Mid-Tier 7.1.0 ** Here is something that I put together. it is I think 6 AL and 1 ALG. I have it form 5 different fields in the label of the AL so if you do not want it for that field then do not use that AL. I have it for Summary and notes of the main section, summary and notes for the work info tab, and the resolution. All of the AL that I have are using out of the box fields so you should be able to use it for your 7.x system. The only thing I added was a button under the Functions on the left hand navigation bar, z2NF_LeftNavigation. I added it to all the forms that I used it for as mentioned above. If you want it to match the def file the field I added is Name: z2NI_SpellChecker ID: 8 Label: Spell Checker Please let me know if anyone has any questions. Kevin Begosh, RSP External Initiatives System Design Integration 301-791-3540 Phone 410-422-3623 Cell [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Wednesday, September 03, 2008 10:04 AM To: arslist@ARSLIST.ORG Subject: Spellcheck for IE 6 on Mid-Tier 7.1.0 ** All, Has anyone implemented Spell check via a button action for IE 6 and higher Browsers for the Mid-Tier 7.1.0? If so do you have a KB on how to implement the JavaScript and/or workflow? Thanks. __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___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Is it possible to request ITSM Patches/upgrades for Win32 as definition and data files instead of a bundled executable file?
I have used an ITSM 7 (Win32) Patch and I noticed it was bundled in an executable file. I was wondering does BMC offer the actual workflow associated with these patches separate instead of the executable so we as developers can pick and choose what is being applied from these patches on our servers so we don't have to meticulously track and bundle our customizations (especially changes to forms) and pray that the patch does not overwrite them? Can they just give us the Definition and data files with a map so we can test each and every piece of workflow out on our development servers? Even better a Migrator file so maybe we can actually migrate individual fields? Thanks. John Bilinski Operations Services Staff OSS Remedy System DBA Contractor (CSC) 202.305.3202 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Is it possible to request ITSM Patches/upgrades for Win32 as definition and data files instead of a bundled executable file?
Thanksbut we are on Windows and all they offer are bundled .exe's and that's it. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Drew Shuller Sent: Tuesday, August 26, 2008 2:20 PM To: arslist@ARSLIST.ORG Subject: Re: Is it possible to request ITSM Patches/upgrades for Win32 as definition and data files instead of a bundled executable file? Not generally, but sometimes. We were able to apply a hotfix that is part of Patch 008 for UNIX, given to us for a plug-in server problem. If you need something specific, contact BMC support. Drew Tulsa, OK ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Question: Does Service Desk 7.x have a limited Asset Inventory like what was offered in 6.0?
Question: We are about to implement Service Desk 7.x and Change Management 7.x. I wanted to know if there is are limited Asset Inventory forms that are offered with the installation of Service Desk 7.x that will allow us to create and relate CI's to customers as well as track the inventory on the CI's? Does Remedy offer a limited version of this without having to purchase the Asset Floating licenses? Or are we stuck with just using the Product Categorizations, Names and Manufacturer fields to only relate Incidents and Changes to Products/Models? Thanks. John Bilinski Operations Services Staff OSS Remedy System DBA Contractor (CSC) 202.305.3202 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Does Service Desk 7.x have a limited Asset Inventory like what was offered in 6.0?
Thanks all. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Monday, August 11, 2008 2:39 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Does Service Desk 7.x have a limited Asset Inventory like what was offered in 6.0? ** With purchase of any ITSM module, you get the CMDB, the whole CMDB, and nothing but the CMDB. Technically, there ARE forms like AST:Asset that you can use, but you'll have to customize the app to have them interact with the other apps. Sounds like the CMDB forms will do what you want. I don't think you need to buy Asset licenses to use it - Asset Viewer is all most people will need. Do verify that, though. Rick On Mon, Aug 11, 2008 at 11:16 AM, Bilinski, John [EMAIL PROTECTED] wrote: ** Question: We are about to implement Service Desk 7.x and Change Management 7.x. I wanted to know if there is are limited Asset Inventory forms that are offered with the installation of Service Desk 7.x that will allow us to create and relate CI's to customers as well as track the inventory on the CI's? Does Remedy offer a limited version of this without having to purchase the Asset Floating licenses? Or are we stuck with just using the Product Categorizations, Names and Manufacturer fields to only relate Incidents and Changes to Products/Models? Thanks. John Bilinski Operations Services Staff OSS Remedy System DBA Contractor (CSC) 202.305.3202 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: I can't get my pre-fetch Configuration to work (Mid-Tier 7.1.0)
Thank you! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of ITSM Support Sent: Wednesday, July 30, 2008 2:30 AM To: arslist@ARSLIST.ORG Subject: Re: I can't get my pre-fetch Configuration to work (Mid-Tier 7.1.0) ** Hi John, Please keep in mind following conditions, while working with the prefetchConfig.xml file. * The prefetchConfig.xml file must be specified as UTF-8. When editing the file, do not alter the UTF-8 information. * Do not change the name of the prefetchConfig.xml file. * If you flush the cache in the Configuration Tool, any prefetched forms you specified beforehand are flushed from the memory cache. The prefetch process is performed again for these forms the next time the web server is restarted. * If you specified an invalid form name (for example, if a form name is misspelled or a form does not exist on the specified server), that form will not be prefetched. The mid tier log notes the names of forms that were not prefetched. Hope this helps... Regards, Sandeep Vyom Labs Pvt. Ltd. An ISO 2 certified company. Consulting | Outsourcing | Training || BMC Remedy BSM | ITIL Web: www.vyomlabs.com From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Tuesday, July 29, 2008 6:14 PM To: arslist@ARSLIST.ORG Subject: I can't get my pre-fetch Configuration to work (Mid-Tier 7.1.0) I am having an issue with Mid-Tier Pre-fetch: I have Cache Persistence Enabled and I have Perform Check disabled for better performance. I am trying to get the Pre-fetch Configuration to work for my Mid-Tier 7.1.0. I am trying to prefetch the main forms in ITSM as a test. The homepage is hanging got a lot longer than if I didn't have pre-fetch enabled. All form names are OOB and have not been changed. Is there something wrong with my Pre-Fetch Configuration file? Prefetch Configuration (Link to the xsd file): ?xml version=1.0 encoding=UTF-8 standalone=no? midtier-prefetch-config xmlns=http://www.bmc.com/remedy/midtier/midtier; prefetch-user user-namejbilinski/user-name localeen_US/locale prefetch-server server-namejmd-phb-remd03/server-name prefetch-form form-nameHome Page/form-name /prefetch-form prefetch-form form-nameHPD:Help Desk/form-name /prefetch-form prefetch-form form-nameHPD:Incident Management Console/form-name /prefetch-form prefetch-form form-nameCHG:Change Management Console/form-name /prefetch-form prefetch-form form-nameCHG:Infrastructure Change/form-name /prefetch-form prefetch-form form-namePBM:Problem Management Console/form-name /prefetch-form prefetch-form form-namePBM:Problem Investigation/form-name /prefetch-form prefetch-form form-nameTMS:Task/form-name /prefetch-form /prefetch-server /prefetch-user /midtier-prefetch-config John Bilinski Operations Services Staff OSS Remedy System DBA Contractor (CSC) 202.305.3202 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Is there Javascript Code for Spell Check for Mid-tier that works with Version 7?
Question: I have some JavaScript code that worked for mid-tier 6.3 but for some reason is giving me the error Caught exception: Automation server can't create object when I executed the an active link run process on the Mid-Tier 7.1.0. I got the code off a KB on Remedy's website but I could not find any version 7 KB's about this. It worked in version 6why not 7? Does any one know a script for Spell Check in Mid-Tier 7.1.0 or where to find one? Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Is there Javascript Code for Spell Check for Mid-tier that works with Version 7?
More information: I am using IE 6 with no change of using Firefox (I only wish)! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Wednesday, July 30, 2008 10:21 AM To: arslist@ARSLIST.ORG Subject: Is there Javascript Code for Spell Check for Mid-tier that works with Version 7? Question: I have some JavaScript code that worked for mid-tier 6.3 but for some reason is giving me the error Caught exception: Automation server can't create object when I executed the an active link run process on the Mid-Tier 7.1.0. I got the code off a KB on Remedy's website but I could not find any version 7 KB's about this. It worked in version 6why not 7? Does any one know a script for Spell Check in Mid-Tier 7.1.0 or where to find one? Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
I can't get my pre-fetch Configuration to work (Mid-Tier 7.1.0)
I am having an issue with Mid-Tier Pre-fetch: I have Cache Persistence Enabled and I have Perform Check disabled for better performance. I am trying to get the Pre-fetch Configuration to work for my Mid-Tier 7.1.0. I am trying to prefetch the main forms in ITSM as a test. The homepage is hanging got a lot longer than if I didn't have pre-fetch enabled. All form names are OOB and have not been changed. Is there something wrong with my Pre-Fetch Configuration file? Prefetch Configuration (Link to the xsd file): ?xml version=1.0 encoding=UTF-8 standalone=no? midtier-prefetch-config xmlns=http://www.bmc.com/remedy/midtier/midtier; prefetch-user user-namejbilinski/user-name localeen_US/locale prefetch-server server-namejmd-phb-remd03/server-name prefetch-form form-nameHome Page/form-name /prefetch-form prefetch-form form-nameHPD:Help Desk/form-name /prefetch-form prefetch-form form-nameHPD:Incident Management Console/form-name /prefetch-form prefetch-form form-nameCHG:Change Management Console/form-name /prefetch-form prefetch-form form-nameCHG:Infrastructure Change/form-name /prefetch-form prefetch-form form-namePBM:Problem Management Console/form-name /prefetch-form prefetch-form form-namePBM:Problem Investigation/form-name /prefetch-form prefetch-form form-nameTMS:Task/form-name /prefetch-form /prefetch-server /prefetch-user /midtier-prefetch-config John Bilinski Operations Services Staff OSS Remedy System DBA Contractor (CSC) 202.305.3202 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Question: How to create a custom .css file for a Vertical Nav Bar
All, I wanted to know if anyone knows how to create a customer Cascading Style Sheet (.css) for a for where I want to change the colors of the background inside a Vertical Nav Bar objects as well as the button colors inside of the Nav Bar? Does anyone know what the object names are called so I can create the Style Sheet? I want to change the default background from light Blue to Light Green and the Button color from Blue to Green. Also does my form have to be an Application to attach the .css file and get it to work or can I just point the form to it and store it on the server somewhere? If it needs to be within an Application can it be a Local Application instead of Deployable or does it matter? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: How to create a custom .css file for a Vertical Nav Bar
Actually both. I am creating an archive for ITSM Remedy 6.3 requests and tie it to ITSM 7.x. I wanted to add the same navigation buttons to the Left side like in ITSM 7x but I wanted the nav buttons to match version 6.3 color scheme. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Begosh, Kevin Sent: Friday, July 11, 2008 11:02 AM To: arslist@ARSLIST.ORG Subject: Re: Question: How to create a custom .css file for a Vertical Nav Bar John, Do you want to change it just on the web version? Kevin Begosh, RSP External Initiatives System Design Integration 301-791-3540 Phone 410-422-3623 Cell [EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Friday, July 11, 2008 10:58 AM To: arslist@ARSLIST.ORG Subject: Question: How to create a custom .css file for a Vertical Nav Bar All, I wanted to know if anyone knows how to create a customer Cascading Style Sheet (.css) for a for where I want to change the colors of the background inside a Vertical Nav Bar objects as well as the button colors inside of the Nav Bar? Does anyone know what the object names are called so I can create the Style Sheet? I want to change the default background from light Blue to Light Green and the Button color from Blue to Green. Also does my form have to be an Application to attach the .css file and get it to work or can I just point the form to it and store it on the server somewhere? If it needs to be within an Application can it be a Local Application instead of Deployable or does it matter? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: How to create a custom .css file for a Vertical Nav Bar
Kevin, I just want to change the color of the Vertical Nav bar Object background and the Button color from its default Blue and Light blue, but I don't see any options for doing this within the object properties in the admin tool, it should be within the attributes but there is nothing. I prefer not to make a style sheet because I want the colors changed within the client view as well as the web. Can you change the colors of a navigation bar? If so what are the properties in the admin tool to do it. Thanks -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Begosh, Kevin Sent: Friday, July 11, 2008 11:26 AM To: arslist@ARSLIST.ORG Subject: Re: Question: How to create a custom .css file for a Vertical Nav Bar Well I am not sure about the cascading style sheets but if you change the color on the form it will change it on the mid tier web view. Kevin Begosh, RSP External Initiatives System Design Integration 301-791-3540 Phone 410-422-3623 Cell [EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Friday, July 11, 2008 11:23 AM To: arslist@ARSLIST.ORG Subject: Re: Question: How to create a custom .css file for a Vertical Nav Bar Actually both. I am creating an archive for ITSM Remedy 6.3 requests and tie it to ITSM 7.x. I wanted to add the same navigation buttons to the Left side like in ITSM 7x but I wanted the nav buttons to match version 6.3 color scheme. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Begosh, Kevin Sent: Friday, July 11, 2008 11:02 AM To: arslist@ARSLIST.ORG Subject: Re: Question: How to create a custom .css file for a Vertical Nav Bar John, Do you want to change it just on the web version? Kevin Begosh, RSP External Initiatives System Design Integration 301-791-3540 Phone 410-422-3623 Cell [EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Friday, July 11, 2008 10:58 AM To: arslist@ARSLIST.ORG Subject: Question: How to create a custom .css file for a Vertical Nav Bar All, I wanted to know if anyone knows how to create a customer Cascading Style Sheet (.css) for a for where I want to change the colors of the background inside a Vertical Nav Bar objects as well as the button colors inside of the Nav Bar? Does anyone know what the object names are called so I can create the Style Sheet? I want to change the default background from light Blue to Light Green and the Button color from Blue to Green. Also does my form have to be an Application to attach the .css file and get it to work or can I just point the form to it and store it on the server somewhere? If it needs to be within an Application can it be a Local Application instead of Deployable or does it matter? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: using Web base (Mid tier ) or client
Roseta, Although I cannot give you any test cases on speed comparisons between the Mid-Tier and the User Client because we have not begun load testing on our environment yet, I can give you some tips that I have picked up from different developers on making your Mid-Tier faster: It is recommended, that if you are to use the Mid--Tier for version 7.x to upgrade to v7.1.0 to take advantage of the Caching function. This will allow you to pre-cache in the servers memory the big forms that take considerable time to load in the browser which will considerably speed up their load times. Also for big forms (eg. HPD:Help Desk, CHG:Infrustructure Change etc..)It is also recommended to make some lighter views of them that exclude fields your customers may not use to speed up the load times...less fields less objects for the browser to load. As for the operating Systems you can install Mid-Tier on a 64-bit OS to take advantage of more RAM, but currently you cannot use a 64-bit JVM. The 64-bit OS will give you more of an advantage than a standard 32-bit. Hope this helps. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of roseta Sent: Wednesday, July 09, 2008 1:05 AM To: arslist@ARSLIST.ORG Subject: using Web base (Mid tier ) or client Hi, We are using Remedy 7.0 with 500 Registered users.All of them already have client installed. Even some of them use VPN to connect to Remedy at office. I want to know did any one had any bad experience for having users to use web remedy instead of installing client. I have been told that by experience , it is better to use client not to use web base. Regards, Roseta ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Question: Requestor Console - Submitted Requests never Generate a Request ID
I have a question: When I am using the Requestor Console as a requestor in Multi-Tenancy Mode I am getting an error when submitting an request through the Requestor Console interface as a requestor. When I submit the request the request never generates and the Request ID is In Process no matter how many times I refresh. Also when I sign in as a support-staff Incident User from Company A I cannot find the ticket. The requestor account that I am using is in Company A with a login, password and access to Company A data, as well as a Read license. Why are the requests he is submitting not generating? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Requestor Console - Submitted Requests never Generate a Request ID
No I do not have the assignment routing turned on for the Requestor Console. This is my first time with the Requestor console, which ITSM 7.0.3 Manual do you suggest I look at to see all of the Console configurations. I am looking at the Incident and it just shows me how to use. Should I be looking at the ITSM Configuration Manual for more information? What do You suggest? Thanks. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish Sent: Thursday, July 03, 2008 1:24 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Requestor Console - Submitted Requests never Generate a Request ID ** Do you have group assignment routing set up for the requests that come in via the requester console? Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Thursday, July 03, 2008 1:22 PM To: arslist@ARSLIST.ORG Subject: Question: Requestor Console - Submitted Requests never Generate a Request ID I have a question: When I am using the Requestor Console as a requestor in Multi-Tenancy Mode I am getting an error when submitting an request through the Requestor Console interface as a requestor. When I submit the request the request never generates and the Request ID is In Process no matter how many times I refresh. Also when I sign in as a support-staff Incident User from Company A I cannot find the ticket. The requestor account that I am using is in Company A with a login, password and access to Company A data, as well as a Read license. Why are the requests he is submitting not generating? Thanks. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Requestor Console - Submitted Requests never Generate a Request ID
I am back on track now! Thank you both. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Thursday, July 03, 2008 2:19 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Requestor Console - Submitted Requests never Generate a Request ID ** Roger is exactly right. To get there, click on the Requester Console link and in that window, click on Request Error and then View Requests with Errors. You should see the requests that were submitted in there. Click on a record and then check the Change/Incident Data tab for the details of the error and the events. Good luck! Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice Sent: Thursday, July 03, 2008 1:52 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Requestor Console - Submitted Requests never Generate a Request ID ** You have to insure that the Incident and Change Auto Assignment has at least one entry or the Incident creation will fail due to no Support group to assign to. Open the Service request that was created and you will see in the error log on the form that there is not assignment available. -Original Message- From: Bilinski, John [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thu, 3 Jul 2008 12:31 pm Subject: Re: Question: Requestor Console - Submitted Requests never Generate a Request ID ** No I do not have the assignment routing turned on for the Requestor Console. This is my first time with the Requestor console, which ITSM 7.0.3 Manual do you suggest I look at to see all of the Console configurations. I am looking at the Incident and it just shows me how to use. Should I be looking at the ITSM Configuration Manual for more information? What do You suggest? Thanks. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG mailto:[EMAIL PROTECTED] ] On Behalf Of Scott Parrish Sent: Thursday, July 03, 2008 1:24 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Requestor Console - Submitted Requests never Generate a Request ID ** Do you have group assignment routing set up for the requests that come in via the requester console? Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com http://www.itprophets.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of Bilinski, John Sent: Thursday, July 03, 2008 1:22 PM To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG Subject: Question: Requestor Console - Submitted Requests never Generate a Request ID I have a question: When I am using the Requestor Console as a requestor in Multi-Tenancy Mode I am getting an error when submitting an request through the Requestor Console interface as a requestor. When I submit the request the request never generates and the Request ID is In Process no matter how many times I refresh. Also when I sign in as a support-staff Incident User from Company A I cannot find the ticket. The requestor account that I am using is in Company A with a login, password and access to Company A data, as well as a Read license. Why are the requests he is submitting not generating? Thanks. __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ The Famous, the infamous, the lame - in your browser. Get the TMZ Toolbar Now http://toolbar.aol.com/tmz/download.html?NCID=aolcmp000514 ! __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Question: Configuring Assignments in ITSM 7.x
Question: My question has to do with configuring assignments in ITSM 7.x. Can I say specify in the Assignment Configuration form for a specific combination of Operational Category and Product Category ONLY groups A and B can be assigned to that combination? i.e. limiting the menu on the Change form for the Change Assignee, Support Group Name+ to only display Groups A and B when the specified combination of Operational and Product Category have been selected. I tried to get this to work by inputting the values I wanted into the Assignment Configuration form in 7.x but it did not work, basically I am trying to get this to work like the SHR:Assignments Groups with Skills worked in 6.3. Does 7.x have this type of functionality? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Configuring Assignments in ITSM 7.x
Thanks Kevin, I have so far come to that realization after playing with the form some more. Still, is there any way in ITSM 7.x to lock down the Group and Individual Assignment menus on the Incident, Problem and Change forms based on what Product or Operational Category combinations are selected? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Begosh, Kevin Sent: Monday, June 30, 2008 2:29 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Configuring Assignments in ITSM 7.x John, The assignment configuration form you are referring to I believe only has to do with auto assignment to groups and not displaying what groups display for what combination of products and operational categorization. Kevin Begosh -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Monday, June 30, 2008 2:23 PM To: arslist@ARSLIST.ORG Subject: Question: Configuring Assignments in ITSM 7.x Question: My question has to do with configuring assignments in ITSM 7.x. Can I say specify in the Assignment Configuration form for a specific combination of Operational Category and Product Category ONLY groups A and B can be assigned to that combination? i.e. limiting the menu on the Change form for the Change Assignee, Support Group Name+ to only display Groups A and B when the specified combination of Operational and Product Category have been selected. I tried to get this to work by inputting the values I wanted into the Assignment Configuration form in 7.x but it did not work, basically I am trying to get this to work like the SHR:Assignments Groups with Skills worked in 6.3. Does 7.x have this type of functionality? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Configuring Assignments in ITSM 7.x
My problem with the new assignment functionality is that because a support user can manually assign the ticket to any group on the Support Group Name+ menu list the assignment engine does not keep them from assigning the ticket to the wrong group. My customers don't like open manual assignments which this version of ITSM in effect allows because people like to assign tickets to one group all the time when they should only be presented with the groups that are designated to handle that Operational Category. I wish their was a way to stop this but I see I have some headache explaining this in my future. Thanks for the information Kevin. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Begosh, Kevin Sent: Monday, June 30, 2008 2:46 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Configuring Assignments in ITSM 7.x What I did forget to mention is that if you set up the auto assignments correctly you can leave them blank and let the system assign a group to the ticket for the analysts so that they will not even have to assign the ticket to a group, then the group manager can assign it to a user or you can configure the assignment engine to even do that. Kevin Begosh, RSP External Initiatives System Design Integration 301-791-3540 Phone 410-422-3623 Cell [EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Monday, June 30, 2008 2:38 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Configuring Assignments in ITSM 7.x Thanks Kevin, I have so far come to that realization after playing with the form some more. Still, is there any way in ITSM 7.x to lock down the Group and Individual Assignment menus on the Incident, Problem and Change forms based on what Product or Operational Category combinations are selected? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Begosh, Kevin Sent: Monday, June 30, 2008 2:29 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Configuring Assignments in ITSM 7.x John, The assignment configuration form you are referring to I believe only has to do with auto assignment to groups and not displaying what groups display for what combination of products and operational categorization. Kevin Begosh -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Monday, June 30, 2008 2:23 PM To: arslist@ARSLIST.ORG Subject: Question: Configuring Assignments in ITSM 7.x Question: My question has to do with configuring assignments in ITSM 7.x. Can I say specify in the Assignment Configuration form for a specific combination of Operational Category and Product Category ONLY groups A and B can be assigned to that combination? i.e. limiting the menu on the Change form for the Change Assignee, Support Group Name+ to only display Groups A and B when the specified combination of Operational and Product Category have been selected. I tried to get this to work by inputting the values I wanted into the Assignment Configuration form in 7.x but it did not work, basically I am trying to get this to work like the SHR:Assignments Groups with Skills worked in 6.3. Does 7.x have this type of functionality? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: permissions issues again
Gary, Maxim is right, Submitter Mode is the way to go because it allows users with READ AR Licenses to submit unlimited records and update the records in which they are the submitter. If you are on AR System version 6.3 and are using the ITSM 6.0 applications and you are running into errors with modifying tickets through ITSM apps like Help Desk, I have developed some workflow that fixes the errors you see once Submitter Mode is changed to Locked with Remedy's OOB ITSM Applications (Change, Help Desk and Task). I can package it up if you wish to save you some headache. Also if you have custom app's make sure to look at your related workflow on the Submitter field and make sure that before you change the submitter mode to Locked that there is no rogue workflow that is updating the Submitter $2$ field in any of your Regular forms and that of there are any existing records you want specific individuals to update to change the submitter values of those records to the user names you want to be able to update (if you are giving them READ licenses). -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of BMax Sent: Monday, June 30, 2008 2:52 PM To: arslist@ARSLIST.ORG Subject: Re: permissions issues again Hi, what is the submitter mode for this server(Server information-Licenses tab)? If it's changeable then user with read license will have no chance to modify his ticket. If you'll chage it to Locked he will be able to change it. Be careful to change this as it will effect all server. Refer to documentation on ARS. Regards, Maxim Gary Opela wrote: I have a user who has a read license and is unable to modify her own ticket. The fields on which she is erroring have Public read, and then an explicit group with modify rights. The user is a member of that explicit group. Also, the Allow any user to submit flag is checked. Yet, my user still receives: You do not have a right license, and Unable to modify field: Status errors. Any idea which subtlety I'm missing? Thanks, Gary Opela, Jr., RSP Remedy Engineer Leader Communications, Inc. http://www.5pointleader.com http://www.lcibest.com Best Product, Best People, Best PriceTM An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are - Thanks, Gary Opela, Jr., RSP Remedy Engineer Leader Communications, Inc. -- View this message in context: http://www.nabble.com/permissions-issues-again-tp18197510p18201925.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Permission Issues with Infrastructure Change Management 7.x
Lisa, You may be right, we are currently testing Remedy 7 in a lab/development environment and are using 30-day trial licenses until we get within a month of deployment so that we can upgrade and apply our 6x licenses to the 7x environment. I just renewed the AR Server 30-day trial license which could be what is causing the issue. I think I am going to have to delete all of my test users, delete all of the licenses and start over. Thanks for the information. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lisa Westerfield Sent: Friday, June 13, 2008 4:56 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Permission Issues with Infrastructure Change Management 7.x ** I have seen something similar when 1)we ran out of float licenses, 2)the ARS permissions were Read, 3)the EA chaining order was incorrect, 4)the User/People forms were out of synch, or 5)the license was not being applied to the user appropriately 1 2: It sounds as though you have these covered. 3: If you are authenticating, check this setting in the server information AR Administration Console/System/General/Server Information/EA tab 4: The best way to check #4 is to delete the People record, and completely re-add the person. Then check the licensing details on both the people and user forms. 5. Check the license that is being applied to that user when they log in. AR Administration Console/Application/'Users/Groups/Roles'/License Review Hope that helps, LisaD From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Friday, June 13, 2008 11:15 AM To: arslist@ARSLIST.ORG Subject: Question: Permission Issues with Infrastructure Change Management 7.x ** I am running into some permission issues while I am testing Change Management 7x. For example I created a user chgmanager. This user has is in the proper support groups and has the proper functional roles as a Change Manager and Change Assignee. But when I open certain change Requests I am getting this error: ARERR [332] You do not have write access (at create time) to field : 179 ARERR [333] You have no access to field : 7 then a second error: ARERR [313] Data types are not appropriate for relational operation: Field ID:7 is The Status* field but I cannot find 179. What makes me confused is that the Status* field is General Access. What gives? Also when I go to another existing Change Request to update it when I save the change it gives me this error: ARERR [330] You do not have write access to field : Address Here are the Permission groups my chgmanager user belongs to: Asset Viewer Infrastructure Change User (Fixed) Contact Location Admin Contact organization Admin Contact People User DSL Viewer AR Permissions: Floating AR User License. Access Restrictions: Unrestricted Access Has anyone seen these permission errors before? Is there a white paper on Access controls for ITSM that gives the low-down on permissions and access? Thanks. John Bilinski Operations Services Staff JCON Help Desk 202-305-3202 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ http://www.bmc.com/userworld/ TuringSMI is a Platinum Sponsor of both BMC UserWorld Events Email Disclaimer This email has been sent from the TuringSMI Group This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM?
Thank you so much for your help! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Thursday, June 12, 2008 6:19 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM? My guess would be yes since the BEST solution is to put a mid-tier on the Crystal server to handle reports, complete with crystal viewer, and have your primary mid-tier configured to point at BOXI/Crystal Report Server 11 on a different machine with Midtier - that offloads reporting, and removes the need for the .rpt files to get shared between the mid-tier server and the crystal server. The only machine I have IE 6 on is my old 2000 server desktop that was my complete console into ARS 5.1.2, so there is no way to compare speed. It is still set up with the 5.1.2 User and Admin Tools. It is something like a P III 800, so it doesn't do anything quickly. I don't have access to an current hardware XP machine with IE 6. I just tested it (remoted in same subnet - I'm over in the server building), and it is still faster (IE 6 on 2000 server) than the User Tool on XP, and in fact it was faster than IE 7 on XP (remoted in from mac over wireless) although the XP box has Outlook 2007, PowerPoint 2007, Outlook Express and another IE 7 session already open (not bad for 1 gb) with both hitting mid-tier simultaneously. Maybe IE 6 is faster... you'll need to do some testing on equivalent platforms. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Thursday, June 12, 2008 3:51 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM? Chris, I figured that much because there is no way the Mid-Tier would outpace the User Client if all were together on one server. Now that this information on what your environment is out there can you tell me 2 more things before I retire tonight: If we are running 2 load balance Web Servers each with: Quad Core Xeon 3.0 with 16GB or RAM as the Mid-Tier Servers, and we are running a third Web server with matching hardware specs with Crystal Enterprise XI 64-bit (SAP said BOXI Ent will run totally 64-bit) then: 1. Will I need to install 32-bit JVM to run the mid-tier Crystal Viewer and a 64-bit JVM to Run Crystal Enterprise XI? 2. Will my Mid-Tier if accessed through IE 6 scream passed the user tool in terms of performance like you said earlier by 10-15%? Thank you everyone for your help...seriously! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Thursday, June 12, 2008 4:32 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM? No - and think I barfed up the specs on the AR server two messages ago - that's the SQL Server. Three separate machines for most functions. Mid-Tier, Flashboards, and Kinetic Webs:Win2K3 Enterprise R2 x64 on a DL380G5 2 x Quad Core 1.87 ghz Xeon and 12 gb Ram AR Server, AREmail etc.; all apps except RKM: Win2K3 Enterprise x64 on a DL380G5 2 x Quad Core 2.33 ghz Xeon and 12 gb Ram SQL Server 2005 x64: Win2K3 Enterprise x64 on a DL385 2 x Dual Core 2.6 ghz Opteron and 10 gb RAM A couple of 32-bit Win2K3 Enterprise servers on older DL380s host AIE 7.1 and RKM 7.2 on one, and another mid-tier with Crystal Report Server XI just for reporting on another. They do not play well with others, or in the case of CRXI won't run on x64. Every web server except CRXI is Tomcat internal catalina (5.5.20 or 5.5.26); CRXI is on IIS and .NET to stay out of the java world. 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 Gary Opela (Corporate) Sent: Thursday, June 12, 2008 2:10 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM? ** Chris, are your app server and web server on the same server? 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum
Question: Permission Issues with Infrastructure Change Management 7.x
I am running into some permission issues while I am testing Change Management 7x. For example I created a user chgmanager. This user has is in the proper support groups and has the proper functional roles as a Change Manager and Change Assignee. But when I open certain change Requests I am getting this error: ARERR [332] You do not have write access (at create time) to field : 179 ARERR [333] You have no access to field : 7 then a second error: ARERR [313] Data types are not appropriate for relational operation: Field ID:7 is The Status* field but I cannot find 179. What makes me confused is that the Status* field is General Access. What gives? Also when I go to another existing Change Request to update it when I save the change it gives me this error: ARERR [330] You do not have write access to field : Address Here are the Permission groups my chgmanager user belongs to: Asset Viewer Infrastructure Change User (Fixed) Contact Location Admin Contact organization Admin Contact People User DSL Viewer AR Permissions: Floating AR User License. Access Restrictions: Unrestricted Access Has anyone seen these permission errors before? Is there a white paper on Access controls for ITSM that gives the low-down on permissions and access? Thanks. John Bilinski Operations Services Staff JCON Help Desk 202-305-3202 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Permission Issues with Infrastructure Change Management 7.x
I know this much, that I am on Change Management v7.0.3. As for the patch level, that is a little tricky because I had an issue that I discovered when I tried to install the data Management Tool where the Data Management Tool installer could not find the patch level of any of my ITSM installed applications. I called Remedy Support and they were like don't worry about it and sent me a shared properties record to import into the Share Application Properties form so the installer would read patch level 6. Because of this I can't really tell you what patch I am on. Are you suggesting to download the Change management patch 7? I thought it was only on patch 6? These error are not good because I know how the Permissions structures are in Change 7 and these error just don't make sense. I will download and try to install it unless you have run into permission errors on Incident or Problem that are like this? Thanks. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Friday, June 13, 2008 12:33 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Permission Issues with Infrastructure Change Management 7.x ** Just out of curiosity (I have not started the process of configuring Change Management on our system yet - was too busy getting IM, SLM, RKM, and Kinetic Request implemented, and still have PM to go), are you on patch 007 of the ITSM 7 application? Patch 007 consisted _primarily_ of fixes to Change Management, so I would not want to even attempt to configure and test it at a lower patch level. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Friday, June 13, 2008 11:15 AM To: arslist@ARSLIST.ORG Subject: Question: Permission Issues with Infrastructure Change Management 7.x ** I am running into some permission issues while I am testing Change Management 7x. For example I created a user chgmanager. This user has is in the proper support groups and has the proper functional roles as a Change Manager and Change Assignee. But when I open certain change Requests I am getting this error: ARERR [332] You do not have write access (at create time) to field : 179 ARERR [333] You have no access to field : 7 then a second error: ARERR [313] Data types are not appropriate for relational operation: Field ID:7 is The Status* field but I cannot find 179. What makes me confused is that the Status* field is General Access. What gives? Also when I go to another existing Change Request to update it when I save the change it gives me this error: ARERR [330] You do not have write access to field : Address Here are the Permission groups my chgmanager user belongs to: Asset Viewer Infrastructure Change User (Fixed) Contact Location Admin Contact organization Admin Contact People User DSL Viewer AR Permissions: Floating AR User License. Access Restrictions: Unrestricted Access Has anyone seen these permission errors before? Is there a white paper on Access controls for ITSM that gives the low-down on permissions and access? Thanks. John Bilinski Operations Services Staff JCON Help Desk 202-305-3202 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: 911: ITSM 7.x and Reporting
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? Get the Moviefone Toolbar http://toolbar.aol.com/moviefone/download.html?ncid=aolcmp00051 1 . Showtimes, theaters, movie news, more! __Platinum Sponsor: www.rmsportal.com http://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] Resume = http://www.richter-home.net/resume/ LinkedIn Profile = http://www.linkedin.com/in/hbr4270 __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ Get the Moviefone Toolbar http://toolbar.aol.com/moviefone/download.html?ncid=aolcmp00051 1 . Showtimes, theaters, movie news, more! __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM?
All, I just got off the phone with BMC Technical Support and they told me that they do not support nor recommend running Mid-Tier v7.1.0 on top of a 64-bit Java Virtual Machine. The reason why they do not support this is because their engineer's have not completed their testing Mid-Tier 7.1.0 with a 64-bit JVM. They did say that some of their customers are running this configuration anyway and some are not running into any issues but of course could not give me any people to talk too nor any details. This is not good because the first time around I talked to Remedy Support and they assured me that they supported 64-bit OS's and that the server configuration below would handle what we want to accomplish so, confidently I ordered the servers. Now, to my surprise, I caught a sub-clause in their compatibility matrix that said they do not support the 64-bit JVM. This is bad news. I would like to know if there is anyone out there that has this setup (below) or something like it, and I would like to know, if any, what bugs have you experienced with running Mid-Tier over a 64-bit JVM? We plan to run 2 load balanced Mid-Tier servers each with Quad Xeon Intel based processors with 16GB of RAM using Windows 2003 64-bit as the OS and Tomcat as the JVM. We can only use Windows server so UNIX and Solaris are out of the question. We plan to deploy the Mid-Tier to out customer base as part of a front-end customer support website where customers can submit and update their own tickets. We plan to scale the aforementioned server configuration out to about 20,000 customers. Will the 2 Web Servers support that type of environment? Also, with that many customers to be supported could those 2 servers also handle another 100 licensed Support Staff? Are their any other options? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM?
Thanks Strauss, What would you rate your Mid-Tier's performance against the User Client when using, lets say Incident Management as a Support Staff user? 1:2? 1:4? Also, the support tech I spoke with has no idea when BMC plan's to support the 64-bit java virtual machines even with version 7.5. This makes no sense to me because you think that fully supporting a 64-bit environment would be a priority for an enterprise application right? Thanks. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Thursday, June 12, 2008 2:04 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM? ** I cannot address load balancing or the 64-bit JVM, but I have had very good performance and stability (knock on wood) with mid-tier 7.1.00.002 on Win2K3 Enterprise R2 x64 using the 32-bit Tomcat 5.5.26 (app server AND web server) on top of the 32-bit JDK 1.5.0_14. I give the JVM 1536 mb min and max and a thread stack size of 3000, and I see it using about 900 mb max. In our environment I have never seen it go over a gig, even when pre-fetching the ITSM 7 applications, but it sounds like you will have more load in terms of concurrent users. Our mid-tier is just serving 280 support staff users (55 licenses) using the Service Desk in ITSM 7; the customers hit a Kinetic Request web on the same server which runs on its own instance of Tomcat 5.5.20 (32-bit). Hardware is an HP DL380 G5 with two quad-core Xeons and 12 gb RAM, and it's just loafing. BTW, the AR Server is also on Win2K3 Enterprise x64 (not R2, DL385, two dual-core Opterons) using the 32-bit JVM, with memory usage usually 700 mb but it peaks to over 1,290 mb during a prefetch. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Thursday, June 12, 2008 12:23 PM To: arslist@ARSLIST.ORG Subject: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM? ** All, I just got off the phone with BMC Technical Support and they told me that they do not support nor recommend running Mid-Tier v7.1.0 on top of a 64-bit Java Virtual Machine. The reason why they do not support this is because their engineer's have not completed their testing Mid-Tier 7.1.0 with a 64-bit JVM. They did say that some of their customers are running this configuration anyway and some are not running into any issues but of course could not give me any people to talk too nor any details. This is not good because the first time around I talked to Remedy Support and they assured me that they supported 64-bit OS's and that the server configuration below would handle what we want to accomplish so, confidently I ordered the servers. Now, to my surprise, I caught a sub-clause in their compatibility matrix that said they do not support the 64-bit JVM. This is bad news. I would like to know if there is anyone out there that has this setup (below) or something like it, and I would like to know, if any, what bugs have you experienced with running Mid-Tier over a 64-bit JVM? We plan to run 2 load balanced Mid-Tier servers each with Quad Xeon Intel based processors with 16GB of RAM using Windows 2003 64-bit as the OS and Tomcat as the JVM. We can only use Windows server so UNIX and Solaris are out of the question. We plan to deploy the Mid-Tier to out customer base as part of a front-end customer support website where customers can submit and update their own tickets. We plan to scale the aforementioned server configuration out to about 20,000 customers. Will the 2 Web Servers support that type of environment? Also, with that many customers to be supported could those 2 servers also handle another 100 licensed Support Staff? Are their any other options? Thanks. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM?
Wait, so you are saying that the mid-tier performs better than the user tool by 10-15%? That is amazing! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Thursday, June 12, 2008 2:50 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM? ** We rate the mid-tier 7.1.00.002 performance (as we have it configured and the application forms pre-fetched) as follows: On XP... IE 7 is 10-20% faster than the User Tool (7.1.00.002 or 003) Firefox is 10-20% slower than the User Tool Safari is _significantly_ faster than everything else On Vista... IE 7 is 5-10% faster than the User Tool (7.1.00.002) Firefox is 10-20% slower than the User Tool Safari not tested yet These comparisons hold up on XP and Vista running in Parallels on Mac OS X On the x64 JVM, I would _hope_ that they get some support for it soon, since it will allow us to handle larger memory loads. I've never gotten the 32-bit JVM to behave properly when set to higher than 1536 Mb. 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 Bilinski, John Sent: Thursday, June 12, 2008 1:11 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM? ** Thanks Strauss, What would you rate your Mid-Tier's performance against the User Client when using, lets say Incident Management as a Support Staff user? 1:2? 1:4? Also, the support tech I spoke with has no idea when BMC plan's to support the 64-bit java virtual machines even with version 7.5. This makes no sense to me because you think that fully supporting a 64-bit environment would be a priority for an enterprise application right? Thanks. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Thursday, June 12, 2008 2:04 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM? ** I cannot address load balancing or the 64-bit JVM, but I have had very good performance and stability (knock on wood) with mid-tier 7.1.00.002 on Win2K3 Enterprise R2 x64 using the 32-bit Tomcat 5.5.26 (app server AND web server) on top of the 32-bit JDK 1.5.0_14. I give the JVM 1536 mb min and max and a thread stack size of 3000, and I see it using about 900 mb max. In our environment I have never seen it go over a gig, even when pre-fetching the ITSM 7 applications, but it sounds like you will have more load in terms of concurrent users. Our mid-tier is just serving 280 support staff users (55 licenses) using the Service Desk in ITSM 7; the customers hit a Kinetic Request web on the same server which runs on its own instance of Tomcat 5.5.20 (32-bit). Hardware is an HP DL380 G5 with two quad-core Xeons and 12 gb RAM, and it's just loafing. BTW, the AR Server is also on Win2K3 Enterprise x64 (not R2, DL385, two dual-core Opterons) using the 32-bit JVM, with memory usage usually 700 mb but it peaks to over 1,290 mb during a prefetch. 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 Bilinski, John Sent: Thursday, June 12, 2008 12:23 PM To: arslist@ARSLIST.ORG Subject: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM? ** All, I just got off the phone with BMC Technical Support and they told me that they do not support nor recommend running Mid-Tier v7.1.0 on top of a 64-bit Java Virtual Machine. The reason why they do not support this is because their engineer's have not completed their testing Mid-Tier 7.1.0 with a 64-bit JVM. They did say that some of their customers are running this configuration anyway and some are not running into any issues but of course could not give me any people to talk too nor any details. This is not good because the first time around I talked to Remedy Support and they assured me that they supported 64-bit OS's and that the server configuration below would handle what we want to accomplish so, confidently I ordered the servers. Now, to my surprise, I caught a sub-clause in their compatibility matrix that said they do not support the 64-bit JVM. This is bad news. I would like to know if there is anyone out there that has this setup (below) or something like it, and I would like to know, if any, what bugs have you experienced with running Mid-Tier over a 64-bit JVM? We plan to run 2 load balanced Mid-Tier servers each
Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM?
Chris, I figured that much because there is no way the Mid-Tier would outpace the User Client if all were together on one server. Now that this information on what your environment is out there can you tell me 2 more things before I retire tonight: If we are running 2 load balance Web Servers each with: Quad Core Xeon 3.0 with 16GB or RAM as the Mid-Tier Servers, and we are running a third Web server with matching hardware specs with Crystal Enterprise XI 64-bit (SAP said BOXI Ent will run totally 64-bit) then: 1. Will I need to install 32-bit JVM to run the mid-tier Crystal Viewer and a 64-bit JVM to Run Crystal Enterprise XI? 2. Will my Mid-Tier if accessed through IE 6 scream passed the user tool in terms of performance like you said earlier by 10-15%? Thank you everyone for your help...seriously! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Thursday, June 12, 2008 4:32 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM? No - and think I barfed up the specs on the AR server two messages ago - that's the SQL Server. Three separate machines for most functions. Mid-Tier, Flashboards, and Kinetic Webs:Win2K3 Enterprise R2 x64 on a DL380G5 2 x Quad Core 1.87 ghz Xeon and 12 gb Ram AR Server, AREmail etc.; all apps except RKM: Win2K3 Enterprise x64 on a DL380G5 2 x Quad Core 2.33 ghz Xeon and 12 gb Ram SQL Server 2005 x64: Win2K3 Enterprise x64 on a DL385 2 x Dual Core 2.6 ghz Opteron and 10 gb RAM A couple of 32-bit Win2K3 Enterprise servers on older DL380s host AIE 7.1 and RKM 7.2 on one, and another mid-tier with Crystal Report Server XI just for reporting on another. They do not play well with others, or in the case of CRXI won't run on x64. Every web server except CRXI is Tomcat internal catalina (5.5.20 or 5.5.26); CRXI is on IIS and .NET to stay out of the java world. 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 Gary Opela (Corporate) Sent: Thursday, June 12, 2008 2:10 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Is anyone out there running Mid-Tier v7.1.0 on a 64-bit Windows 2003 OS with a 64-bit JVM? ** Chris, are your app server and web server on the same server? 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
ITSM 7.x - Can you update the Notificiation Preferences of CTM:People recocrds that are marked Non-Support Staff*?
Hello, this is my first time in ARSList. I noticed that in version 7 you can only update the notification preferences for people records that are Support Staff* only! Why is this? I thought that you could update Non-Support Staff people's notifications as well. I read through all of the configuration books and PDF's I could find and found nothing on this. How can I update Non-Support Staff People records notification preferences? If Out-of-Box there is no way to do this is it recommended to make a customization? I found the active link that enables the Update Notification Preferences button on the CTM:People form so that it enables for Non-Support Staff people records will this work or is it more complicated than this? My customers need to be able to update non-support staff people records. Please if someone has done this before could you give me some hints of a workaround or at least a place to start. Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITSM 7.x - Can you update the Notificiation Preferences of CTM:People recocrds that are marked Non-Support Staff*?
Candace, Thanks for your response. What specific type of notifications are you trying to configure for these non-support people? I want to create User notifications for the non-support staff people so that I can turn off the OOB default notifications individually based on if the individual customer does not want to receive certain notifications. Can I do that? I don't necessarily need to change the wording of a notification I just want to allow our help desk staff to turn off some of the individual notifications for Non-Support Staff customer profiles upon request from the customer. So if a customer does not want to receive a Incident Closure notification I can modify their notification list to turn that off only for them. If this is not possible what form connects the Events to the actual filters that fire the notifications so I can get started with these customizations. So far I have found the forms with the NTE: acronym on the form names. These seem to be the back-end forms form the ITSM Notifications but I need help finding the form that connects the Notification Event (NTE:LoadNotifiationEvents form) to the actual filter that fires off the email. What are the filter Names? You don't have to give me all maybe just one or two so I can start my investigation. Thanks. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M Sent: Wednesday, June 11, 2008 11:09 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.x - Can you update the Notificiation Preferences of CTM:People recocrds that are marked Non-Support Staff*? John - The OOB notifications should all be enabled for non-support people to receive specific notifications based on types of events - assuming that these people are submitters of tickets. What specific type of notifications are you trying to configure for these non-support people? And what do you want these notifications to say? It may be that you will need to build some custom filters to accommodate something different because OOB, you don't have the ability to update any of the standard non-support person notifications. You have what you have. I have been struggling with some of the limitations of the 7.x OOB notifications as well so I can feel your pain. :) Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Wednesday, June 11, 2008 7:46 AM To: arslist@ARSLIST.ORG Subject: ITSM 7.x - Can you update the Notificiation Preferences of CTM:People recocrds that are marked Non-Support Staff*? Hello, this is my first time in ARSList. I noticed that in version 7 you can only update the notification preferences for people records that are Support Staff* only! Why is this? I thought that you could update Non-Support Staff people's notifications as well. I read through all of the configuration books and PDF's I could find and found nothing on this. How can I update Non-Support Staff People records notification preferences? If Out-of-Box there is no way to do this is it recommended to make a customization? I found the active link that enables the Update Notification Preferences button on the CTM:People form so that it enables for Non-Support Staff people records will this work or is it more complicated than this? My customers need to be able to update non-support staff people records. Please if someone has done this before could you give me some hints of a workaround or at least a place to start. Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITSM 7.x - Can you update the Notificiation Preferences of CTM:People recocrds that are marked Non-Support Staff*?
Candace, In regards to my former email. For what I am trying to do, will I have to customize? I can figure out the rest as I become more accustom to the workflow, unless there are any tips that I may not be aware of? Thanks. BTW - I think I found the form that sends the notifications for the entire system NTE:Notifier and the filter that actually sends out the notifications for the default system: NTE:NTS:Email_200_SystemNT. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Wednesday, June 11, 2008 11:24 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.x - Can you update the Notificiation Preferences of CTM:People recocrds that are marked Non-Support Staff*? Candace, Thanks for your response. What specific type of notifications are you trying to configure for these non-support people? I want to create User notifications for the non-support staff people so that I can turn off the OOB default notifications individually based on if the individual customer does not want to receive certain notifications. Can I do that? I don't necessarily need to change the wording of a notification I just want to allow our help desk staff to turn off some of the individual notifications for Non-Support Staff customer profiles upon request from the customer. So if a customer does not want to receive a Incident Closure notification I can modify their notification list to turn that off only for them. If this is not possible what form connects the Events to the actual filters that fire the notifications so I can get started with these customizations. So far I have found the forms with the NTE: acronym on the form names. These seem to be the back-end forms form the ITSM Notifications but I need help finding the form that connects the Notification Event (NTE:LoadNotifiationEvents form) to the actual filter that fires off the email. What are the filter Names? You don't have to give me all maybe just one or two so I can start my investigation. Thanks. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M Sent: Wednesday, June 11, 2008 11:09 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.x - Can you update the Notificiation Preferences of CTM:People recocrds that are marked Non-Support Staff*? John - The OOB notifications should all be enabled for non-support people to receive specific notifications based on types of events - assuming that these people are submitters of tickets. What specific type of notifications are you trying to configure for these non-support people? And what do you want these notifications to say? It may be that you will need to build some custom filters to accommodate something different because OOB, you don't have the ability to update any of the standard non-support person notifications. You have what you have. I have been struggling with some of the limitations of the 7.x OOB notifications as well so I can feel your pain. :) Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Wednesday, June 11, 2008 7:46 AM To: arslist@ARSLIST.ORG Subject: ITSM 7.x - Can you update the Notificiation Preferences of CTM:People recocrds that are marked Non-Support Staff*? Hello, this is my first time in ARSList. I noticed that in version 7 you can only update the notification preferences for people records that are Support Staff* only! Why is this? I thought that you could update Non-Support Staff people's notifications as well. I read through all of the configuration books and PDF's I could find and found nothing on this. How can I update Non-Support Staff People records notification preferences? If Out-of-Box there is no way to do this is it recommended to make a customization? I found the active link that enables the Update Notification Preferences button on the CTM:People form so that it enables for Non-Support Staff people records will this work or is it more complicated than this? My customers need to be able to update non-support staff people records. Please if someone has done this before could you give me some hints of a workaround or at least a place to start. Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist
Re: ITSM 7.x - Can you update the Notificiation Preferences of CTM:People recocrds that are marked Non-Support Staff*?
You are awesome Candace! Thanks. I will try this later today! I just need to tell management that it is going to have to be a customization. I don't think they want to hear that! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M Sent: Wednesday, June 11, 2008 12:37 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.x - Can you update the Notificiation Preferences of CTM:People recocrds that are marked Non-Support Staff*? Oh well my meeting hasn't started yet. Here is something I might TRY - and I do mean TRY - as in this is not tested. Open the form NTE:CFG-Notification Events. Try to set up a NEW record here using the person's Remedy Login ID and selecting a User defined notification. See if that works, then let me know. :) Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Wednesday, June 11, 2008 9:17 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.x - Can you update the Notificiation Preferences of CTM:People recocrds that are marked Non-Support Staff*? Candace, In regards to my former email. For what I am trying to do, will I have to customize? I can figure out the rest as I become more accustom to the workflow, unless there are any tips that I may not be aware of? Thanks. BTW - I think I found the form that sends the notifications for the entire system NTE:Notifier and the filter that actually sends out the notifications for the default system: NTE:NTS:Email_200_SystemNT. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Wednesday, June 11, 2008 11:24 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.x - Can you update the Notificiation Preferences of CTM:People recocrds that are marked Non-Support Staff*? Candace, Thanks for your response. What specific type of notifications are you trying to configure for these non-support people? I want to create User notifications for the non-support staff people so that I can turn off the OOB default notifications individually based on if the individual customer does not want to receive certain notifications. Can I do that? I don't necessarily need to change the wording of a notification I just want to allow our help desk staff to turn off some of the individual notifications for Non-Support Staff customer profiles upon request from the customer. So if a customer does not want to receive a Incident Closure notification I can modify their notification list to turn that off only for them. If this is not possible what form connects the Events to the actual filters that fire the notifications so I can get started with these customizations. So far I have found the forms with the NTE: acronym on the form names. These seem to be the back-end forms form the ITSM Notifications but I need help finding the form that connects the Notification Event (NTE:LoadNotifiationEvents form) to the actual filter that fires off the email. What are the filter Names? You don't have to give me all maybe just one or two so I can start my investigation. Thanks. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M Sent: Wednesday, June 11, 2008 11:09 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.x - Can you update the Notificiation Preferences of CTM:People recocrds that are marked Non-Support Staff*? John - The OOB notifications should all be enabled for non-support people to receive specific notifications based on types of events - assuming that these people are submitters of tickets. What specific type of notifications are you trying to configure for these non-support people? And what do you want these notifications to say? It may be that you will need to build some custom filters to accommodate something different because OOB, you don't have the ability to update any of the standard non-support person notifications. You have what you have. I have been struggling with some of the limitations of the 7.x OOB notifications as well so I can feel your pain. :) Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Wednesday, June 11, 2008 7:46 AM To: arslist@ARSLIST.ORG Subject
Re: ITSM 7.x - Can you update the Notificiation Preferences of CTM:People recocrds that are marked Non-Support Staff*?
Actually, I know now that it is going to be custom workflow, the extend I do not know. You cannot Update the notification preferences for a Non-Support Staff person in Remedy 7x, the workflow just won't allow you to so, I need to study how the workflow generates the notification and trace it back to the CTM:People form so that I can make the needed customizations. I have already started the analysis and if you wish, when I get the green light I will post what I did. Thanks. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M Sent: Wednesday, June 11, 2008 12:53 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.x - Can you update the Notificiation Preferences of CTM:People recocrds that are marked Non-Support Staff*? Well, actually if that idea works, it wouldn't really be a 'customization' per se, but more of a data configuration change. Can you test it in a dev environment first? If you have to get down and dirty and build or rebuild custom workflow - then that's a customization. So, don't go tell your management yet - test it out then worry about whether it requires management permission for customization of if it's just something you can deal with at the data level. Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Wednesday, June 11, 2008 9:42 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.x - Can you update the Notificiation Preferences of CTM:People recocrds that are marked Non-Support Staff*? You are awesome Candace! Thanks. I will try this later today! I just need to tell management that it is going to have to be a customization. I don't think they want to hear that! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M Sent: Wednesday, June 11, 2008 12:37 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.x - Can you update the Notificiation Preferences of CTM:People recocrds that are marked Non-Support Staff*? Oh well my meeting hasn't started yet. Here is something I might TRY - and I do mean TRY - as in this is not tested. Open the form NTE:CFG-Notification Events. Try to set up a NEW record here using the person's Remedy Login ID and selecting a User defined notification. See if that works, then let me know. :) Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Wednesday, June 11, 2008 9:17 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.x - Can you update the Notificiation Preferences of CTM:People recocrds that are marked Non-Support Staff*? Candace, In regards to my former email. For what I am trying to do, will I have to customize? I can figure out the rest as I become more accustom to the workflow, unless there are any tips that I may not be aware of? Thanks. BTW - I think I found the form that sends the notifications for the entire system NTE:Notifier and the filter that actually sends out the notifications for the default system: NTE:NTS:Email_200_SystemNT. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Wednesday, June 11, 2008 11:24 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.x - Can you update the Notificiation Preferences of CTM:People recocrds that are marked Non-Support Staff*? Candace, Thanks for your response. What specific type of notifications are you trying to configure for these non-support people? I want to create User notifications for the non-support staff people so that I can turn off the OOB default notifications individually based on if the individual customer does not want to receive certain notifications. Can I do that? I don't necessarily need to change the wording of a notification I just want to allow our help desk staff to turn off some of the individual notifications for Non-Support Staff customer profiles upon request from the customer. So if a customer does not want to receive a Incident Closure notification I can modify their notification list to turn that off only for them. If this is not possible what form connects the Events to the actual filters that fire the notifications so I can get started with these customizations. So far I have
Re: ITSM 7.x - Can you update the Notificiation Preferences of CTM:People recocrds that are marked Non-Support Staff*?
Howard, I will, Remedy support said that the active link that enables and disables the Update Notification Preferences button based on if the People record is Support Staff or not on the CTM:People form can be customized...now that is a start. Now I just need to study the entire email NTE workflow so I can see how to fit in customizing Non-support staff notification preferences. It looks big but I have seen bigger in some custom apps I have had to customize blindly. I will post full details when I figure it out. If you figure something out please post as well. Thanks. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter Sent: Wednesday, June 11, 2008 3:32 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.x - Can you update the Notificiation Preferences of CTM:People recocrds that are marked Non-Support Staff*? ** John, If you find a way please post it. I tried for weeks and had no luck. Thanks, Howard On 6/11/08, Bilinski, John [EMAIL PROTECTED] wrote: Hello, this is my first time in ARSList. I noticed that in version 7 you can only update the notification preferences for people records that are Support Staff* only! Why is this? I thought that you could update Non-Support Staff people's notifications as well. I read through all of the configuration books and PDF's I could find and found nothing on this. How can I update Non-Support Staff People records notification preferences? If Out-of-Box there is no way to do this is it recommended to make a customization? I found the active link that enables the Update Notification Preferences button on the CTM:People form so that it enables for Non-Support Staff people records will this work or is it more complicated than this? My customers need to be able to update non-support staff people records. Please if someone has done this before could you give me some hints of a workaround or at least a place to start. Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- 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 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
