Re: How to schedule a report in remedy date range wise?

[Boyd, Rebecca]

Save the report, close the report window so you are back at the Report
Console.

Look in the upper right hand corner of the console. It's the icon 2nd from
the left.

[image: Inline image 1]

On Wed, Oct 18, 2017 at 12:24 PM, Abhi$hek  wrote:

> **
> Ok but after saving the report with advanced qualifications how we can
> schedule it.??
>
> On 18-Oct-2017 7:54 PM, "Boyd, Rebecca"  wrote:
>
>> **
>> Open the report itself. You save the qualifications with the report, not
>> the schedule.
>>
>> [image: Inline image 1]
>>
>> On Wed, Oct 18, 2017 at 11:23 AM, Abhi$hek 
>> wrote:
>>
>>> **
>>> When you will try to schedule it using that icon then you will not get
>>> the advance qualifications for the report so as to define any date range.
>>>
>>> On 18-Oct-2017 7:10 PM, "Boyd, Rebecca"  wrote:
>>>
>>>> **
>>>> Do you see these icons in the upper right hand corner of the report
>>>> console?
>>>>
>>>> The second one from the left is the report scheduler.
>>>>
>>>> If you don't see that icon we need to figure out the permissions.
>>>>
>>>> [image: Inline image 1]
>>>>
>>>> On Wed, Oct 18, 2017 at 10:12 AM, Abhi$hek 
>>>> wrote:
>>>>
>>>>> **
>>>>> But how can we schedule it from report console??
>>>>>
>>>>> On 18-Oct-2017 5:27 PM, "SriSamSri Appecherla" <
>>>>> appecherla@gmail.com> wrote:
>>>>>
>>>>>> **
>>>>>> Hi Abhishek
>>>>>>
>>>>>> You could use the advanced filter criteria on AR System Report
>>>>>> Console and define criteria based on the schedule. For ex: if your report
>>>>>> is scheduled for 1900hrs, 'Create Date' > $TIMESTAMP$ - (11*60*60) AND
>>>>>> 'Create Date' < $TIMESTAMP$ - (1*60*60).
>>>>>>
>>>>>> Based on the schedule of 1900hrs, here $TIMESTAMP$ - (11*60*60) =
>>>>>> 0800hrs and $TIMESTAMP$ - (1*60*60) =1800hrs
>>>>>>
>>>>>> ​Regards,
>>>>>>
>>>>>> ​Sam Appecherla
>>>>>>
>>>>>>
>>>>>> On Wed, Oct 18, 2017 at 4:33 PM, Abhishek Anand <
>>>>>> abhi.masc...@gmail.com> wrote:
>>>>>>
>>>>>>> Hi Experts,
>>>>>>>
>>>>>>> We are trying to schedule a report on daily basis time range based
>>>>>>> like:-
>>>>>>>
>>>>>>> All the resolved cases daily between 08:00 - 18:00
>>>>>>>
>>>>>>> But scheduling the AR Report is not fulfilling the requirement as
>>>>>>> its not having any filter criteria.
>>>>>>>
>>>>>>> So please could you suggest on it.
>>>>>>>
>>>>>>> Early response will be highly appreciated.
>>>>>>>
>>>>>>> Cheers,
>>>>>>> AA.
>>>>>>>
>>>>>>> 
>>>>>>> ___
>>>>>>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>>>>>>> "Where the Answers Are, and have been for 20 years"
>>>>>>>
>>>>>>
>>>>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>>>
>>>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>>
>>>>
>>>>
>>>>
>>>> --
>>>> Rebecca Boyd
>>>> Application Administrator
>>>> Wake Forest University
>>>> Information Systems
>>>> 1100 Reynolds Blvd.
>>>> <https://maps.google.com/?q=1100+Reynolds+Blvd.Winston-Salem,+NC&entry=gmail&source=g>
>>>> Winston-Salem, NC
>>>> <https://maps.google.com/?q=1100+Reynolds+Blvd.Winston-Salem,+NC&entry=gmail&source=g>
>>>> 336-758-5671 <(336)%20758-5671>
>>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>>
>>
>> --
>> Rebecca Boyd
>> Application Administrator
>> Wake Forest University
>> Information Systems
>> 1100 Reynolds Blvd.
>> <https://maps.google.com/?q=1100+Reynolds+Blvd.Winston-Salem,+NC+%3Chttps://maps.google.com/?q%3D1100%2BReynolds%2BBlvd.Winston-Salem,%2BNC%26entry%3Dgmail%26source%3Dg%3E&entry=gmail&source=g>
>> Winston-Salem, NC
>> <https://maps.google.com/?q=1100+Reynolds+Blvd.Winston-Salem,+NC+%3Chttps://maps.google.com/?q%3D1100%2BReynolds%2BBlvd.Winston-Salem,%2BNC%26entry%3Dgmail%26source%3Dg%3E&entry=gmail&source=g>
>> 336-758-5671 <(336)%20758-5671>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
Rebecca Boyd
Application Administrator
Wake Forest University
Information Systems
1100 Reynolds Blvd.
Winston-Salem, NC
336-758-5671

___
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Re: How to schedule a report in remedy date range wise?

[Boyd, Rebecca]

Open the report itself. You save the qualifications with the report, not
the schedule.

[image: Inline image 1]

On Wed, Oct 18, 2017 at 11:23 AM, Abhi$hek  wrote:

> **
> When you will try to schedule it using that icon then you will not get the
> advance qualifications for the report so as to define any date range.
>
> On 18-Oct-2017 7:10 PM, "Boyd, Rebecca"  wrote:
>
>> **
>> Do you see these icons in the upper right hand corner of the report
>> console?
>>
>> The second one from the left is the report scheduler.
>>
>> If you don't see that icon we need to figure out the permissions.
>>
>> [image: Inline image 1]
>>
>> On Wed, Oct 18, 2017 at 10:12 AM, Abhi$hek 
>> wrote:
>>
>>> **
>>> But how can we schedule it from report console??
>>>
>>> On 18-Oct-2017 5:27 PM, "SriSamSri Appecherla" 
>>> wrote:
>>>
>>>> **
>>>> Hi Abhishek
>>>>
>>>> You could use the advanced filter criteria on AR System Report Console
>>>> and define criteria based on the schedule. For ex: if your report is
>>>> scheduled for 1900hrs, 'Create Date' > $TIMESTAMP$ - (11*60*60) AND 'Create
>>>> Date' < $TIMESTAMP$ - (1*60*60).
>>>>
>>>> Based on the schedule of 1900hrs, here $TIMESTAMP$ - (11*60*60) =
>>>> 0800hrs and $TIMESTAMP$ - (1*60*60) =1800hrs
>>>>
>>>> ​Regards,
>>>>
>>>> ​Sam Appecherla
>>>>
>>>>
>>>> On Wed, Oct 18, 2017 at 4:33 PM, Abhishek Anand >>> > wrote:
>>>>
>>>>> Hi Experts,
>>>>>
>>>>> We are trying to schedule a report on daily basis time range based
>>>>> like:-
>>>>>
>>>>> All the resolved cases daily between 08:00 - 18:00
>>>>>
>>>>> But scheduling the AR Report is not fulfilling the requirement as its
>>>>> not having any filter criteria.
>>>>>
>>>>> So please could you suggest on it.
>>>>>
>>>>> Early response will be highly appreciated.
>>>>>
>>>>> Cheers,
>>>>> AA.
>>>>>
>>>>> 
>>>>> ___
>>>>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>>>>> "Where the Answers Are, and have been for 20 years"
>>>>>
>>>>
>>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>>
>>
>> --
>> Rebecca Boyd
>> Application Administrator
>> Wake Forest University
>> Information Systems
>> 1100 Reynolds Blvd.
>> <https://maps.google.com/?q=1100+Reynolds+Blvd.Winston-Salem,+NC&entry=gmail&source=g>
>> Winston-Salem, NC
>> <https://maps.google.com/?q=1100+Reynolds+Blvd.Winston-Salem,+NC&entry=gmail&source=g>
>> 336-758-5671 <(336)%20758-5671>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
Rebecca Boyd
Application Administrator
Wake Forest University
Information Systems
1100 Reynolds Blvd.
Winston-Salem, NC
336-758-5671

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

Re: How to schedule a report in remedy date range wise?

[Boyd, Rebecca]

Do you see these icons in the upper right hand corner of the report console?

The second one from the left is the report scheduler.

If you don't see that icon we need to figure out the permissions.

[image: Inline image 1]

On Wed, Oct 18, 2017 at 10:12 AM, Abhi$hek  wrote:

> **
> But how can we schedule it from report console??
>
> On 18-Oct-2017 5:27 PM, "SriSamSri Appecherla" 
> wrote:
>
>> **
>> Hi Abhishek
>>
>> You could use the advanced filter criteria on AR System Report Console
>> and define criteria based on the schedule. For ex: if your report is
>> scheduled for 1900hrs, 'Create Date' > $TIMESTAMP$ - (11*60*60) AND 'Create
>> Date' < $TIMESTAMP$ - (1*60*60).
>>
>> Based on the schedule of 1900hrs, here $TIMESTAMP$ - (11*60*60) = 0800hrs
>> and $TIMESTAMP$ - (1*60*60) =1800hrs
>>
>> ​Regards,
>>
>> ​Sam Appecherla
>>
>>
>> On Wed, Oct 18, 2017 at 4:33 PM, Abhishek Anand 
>> wrote:
>>
>>> Hi Experts,
>>>
>>> We are trying to schedule a report on daily basis time range based like:-
>>>
>>> All the resolved cases daily between 08:00 - 18:00
>>>
>>> But scheduling the AR Report is not fulfilling the requirement as its
>>> not having any filter criteria.
>>>
>>> So please could you suggest on it.
>>>
>>> Early response will be highly appreciated.
>>>
>>> Cheers,
>>> AA.
>>>
>>> 
>>> ___
>>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>>> "Where the Answers Are, and have been for 20 years"
>>>
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
Rebecca Boyd
Application Administrator
Wake Forest University
Information Systems
1100 Reynolds Blvd.
Winston-Salem, NC
336-758-5671

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

Re: 508 Compliance

[Boyd, Rebecca]

One more thing:

JAWS 16 is the latest version.

BMC supports JAWS 11 which is no longer supported by Freedom Scientific.




On Fri, Aug 21, 2015 at 3:25 PM, Fannin, Teresa S. <
teresa.s.fan...@accenturefederal.com> wrote:

> **
>
> All,
>
> I believe that 8.1 is 508 compliant, can anyone point me to supporting
> documentation ?
>
> Thanks,
>
> Teresa
> _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
Rebecca Boyd
Application Administrator
Wake Forest University

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Re: 508 Compliance

[Boyd, Rebecca]

Hi Teresa,

We have a blind staff member who has used Remedy for at least 10 years.  He
uses JAWS and IE as required by BMC. His User Preference record is set to
Accessibility tab > Accessible Mode >  "Screen Reader / No Vision."

You have to be on the latest & greatest version of 8.1, namely Service Pack
2. This fixes some column heading alignment issues. I just put it into
production this weekend.

For the most part, Remedy is 508 compliant. There are definite standards in
place for compliance, such as label placement.

However, even if it is technically compliant, actual usability can be
somewhat clunky. Without a mouse a person could spend their whole life
using the tab key.

Some things I have done:

Changed the focus when a form is opened

Changed the tab order of fields and panels

Created a button for the Email System function

Modified an active link so the cursor remains in the Customer*+ field,
allowing JAWS a chance to read the name.

Created search URLs using SHR:LandingConsole. There's a good article at BMC
Communities: https://communities.bmc.com/docs/DOC-27541

Basically stuff to streamline navigation & limit keystrokes. JAWS  also has
its own shortcuts. I'm not familiar with them but my user is.

HTH,

Rebecca

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Re: New Record in SYS:Notification Messages

[Boyd, Rebecca]

There is a document on BMC communities which addresses this very topic:

https://communities.bmc.com/docs/DOC-33095



On Wed, Feb 4, 2015 at 4:32 PM, James Smith 
wrote:

> Hello,
>
> I have a requirement to send a custom notification whenever a work info
> entry is added to the Incident or Change. Thinking to use SYS:Notification
> Messages form for configuring notification.
>
> Has anybody ever done such kind of this? Share your thoughts if you have
> ever come across with such requirement.
>
> Cheers,
> James
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
>



-- 
Rebecca Boyd
Application Administrator
Wake Forest University

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Re: Creating a jira issue on click of a button on remedy form

[Boyd, Rebecca]

What if the button generated an email to Remedy?

If using 8.1, set up a rule to create an incident.

Is using less than 8.1, create an email template with a corresponding User
Instruction Template record.






On Tue, Oct 28, 2014 at 10:52 AM, LJ LongWing  wrote:

> **
> Malviya,
> Remedy (even the current version) does not support consuming Restful Web
> Services...so, it's fully capable, but you will need to build the
> integration yourself.  Either through a Run-Process, or even a Filter Plugin
>
> On Tue, Oct 28, 2014 at 8:38 AM, MalviyaSaurabh <
> malviya.saurab...@gmail.com> wrote:
>
>> Hi All,
>>
>> I have done some study and came across that JIRA has some rest API's
>> (https://developer.atlassian.com/display/JIRADEV/JIRA+REST+APIs), but I
>> am
>> not sure how can we use it with remedy. My environment is on ARS 7.1
>> server.
>> Any pointers/suggestion on similar requirement would really help me.
>>
>> Regards,
>> Saurabh
>>
>>
>>
>> --
>> View this message in context:
>> http://ars-action-request-system.1.n7.nabble.com/Creating-a-jira-issue-on-click-of-a-button-on-remedy-form-tp119290p119571.html
>> Sent from the ARS (Action Request System) mailing list archive at
>> Nabble.com.
>>
>>
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> "Where the Answers Are, and have been for 20 years"
>>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
Rebecca Boyd
Application Administrator
Wake Forest University

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Re: Anyone else notice this?

[Boyd, Rebecca]

Michelle,

Thank you for the Detailed Decription of statuses.

:)

Rebecca

On Mon, Oct 27, 2014 at 8:01 PM, Lucero, Michelle <
michelle.luc...@bankofamerica.com> wrote:

> **
>
> Wow.
>
>
>
> LJ, I truly believe we would get along great.  Those are the kind of
> things that just stick out to me.  Why can’t I stop staring at it, now that
> you’ve posted it? ;)
>
>
>
> Have you noticed that there’s a mixture of the spelling for  Statuses
> throughout ITSM?
>
> · Canceled (American spelling)
>
> · Cancelled (British, Canadian, Australian, South African….
> spelling).
>
>
>
> Represents the number of ITSM 8.1.x fields that contain an ENUM value of
> ‘Cancel%’.  I excluded custom forms.
>
> VALUE
>
> COUNT(*)
>
> Cancelled
>
> 429
>
> Canceled
>
> 69
>
> Cancel
>
> 69
>
> Cancellation
>
> 15
>
> Canceling
>
> 1
>
> Cancelling
>
> 7
>
>
>
> Thank you,
>
> Michelle
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *LJ LongWing
> *Sent:* Monday, October 27, 2014 2:36 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Anyone else notice this?
>
>
>
> **
>
> Intializing plug-in : ARSYS.AREA.ATRIUMSSO
>
> Intializing plug-in : ARSYS.ARF.ATSSOCONFIRMPWD
>
>
>
> Anyone notice that Initialize is misspelled in these plugin init methods?
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>  --
> This message, and any attachments, is for the intended recipient(s) only,
> may contain information that is privileged, confidential and/or proprietary
> and subject to important terms and conditions available at
> http://www.bankofamerica.com/emaildisclaimer. If you are not the intended
> recipient, please delete this message.
>  _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
Rebecca Boyd
Application Administrator
Wake Forest University

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OT: Friday Humor

[Boyd, Rebecca]

Under the category of "Why didn't I think of that"

http://gardner-webb.libguides.com/support.php

TGIF

-- 
Rebecca Boyd
Application Administrator
Wake Forest University

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Re: "Action Information" Screen in Service Request Designer

[Boyd, Rebecca]

Anil,

Thank you!

I read the FB post & have been messing around with mixed success.

It's very intriguing.

Rebecca

On Sun, Sep 14, 2014 at 6:49 AM, Karicheti anil kumar <
karicheti.anilku...@gmail.com> wrote:

> **
> Hi Rebecca,
>
> I have posted some information related to usage of Acton tab on my
> Facebook page. Hope this can help you. Please follow below link for
> information:
>
> https://www.facebook.com/RemedyRockStars/posts/1482621671992153
>
> If you like the information please like the page and share your comments.
>
> Thanks & Regards,
> Anil Kumar K
>
>
>
>
> On Fri, Sep 12, 2014 at 7:09 PM, Boyd, Rebecca  wrote:
>
>> **
>> Good morning,
>>
>> I am curious about "Action Information" found in Service Request Designer
>> on 8.1.
>>
>> It's between the  "Fulfillment Process - Questions" & "Fulfillment
>> Process - Mapping" screens.
>>
>> I would like to know if/how anyone has used this & what you gained by
>> doing so.
>>
>> Thanks,
>>
>> Rebecca
>>
>> --
>> Rebecca Boyd
>> Application Administrator
>> Wake Forest University
>>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
Rebecca Boyd
Application Administrator
Wake Forest University

___
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"Action Information" Screen in Service Request Designer

[Boyd, Rebecca]

Good morning,

I am curious about "Action Information" found in Service Request Designer
on 8.1.

It's between the  "Fulfillment Process - Questions" & "Fulfillment Process
- Mapping" screens.

I would like to know if/how anyone has used this & what you gained by doing
so.

Thanks,

Rebecca

-- 
Rebecca Boyd
Application Administrator
Wake Forest University

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Re: Menus not appearing in MidTier in AST forms

[Boyd, Rebecca]

We saw this very same issue recently when we turned on auditing for some
fields in the CMDB.

When we looked at the AST: forms in base mode, the menus were gone - but
the menus still appeared in Best Practice.

Somehow the Flash CMDB console removed the $NULL$ menu definitions from the
fields (only some of them which is even weirder) when  field auditing was
enabled.  Adding $NULL$ back in the CMDB made it work again.

HTH,

Rebecca






On Fri, Aug 22, 2014 at 2:05 AM, Sushrut Tadwalkar <
sushrut.tadwal...@vyomlabs.com> wrote:

> Hi Terry,
>
> My suggestion is try to clear the midtier cache and then the BROWSER
> CACHE, after this close all open browsers and reopen them and recheck it at
> times this can solve the problem.
>
>
> regards,
>
> Sushrut Tadwalkar
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
>



-- 
Rebecca Boyd
Application Administrator
Wake Forest University

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Re: Big day for BMC, they put on their big boy/girl pants and open up docs to the World

[Boyd, Rebecca]

Jason,

This just made my life easier because I no longer have to be Gatekeeper to
the Documentation. What a relief.

Thanks for sharing.

Rebecca



On Tue, Aug 12, 2014 at 2:05 PM, Jason Miller 
wrote:

> **
> After years of wondering what was being kept so secret and giggling that
> BMC thought their IP was actually being kept from competitors by requiring
> username and password, docs.bmc.com is now publicly available.
>
> Announcement about open access and improved experience on docs.bmc.com
> 
>
> I did a quick Google search to see if could get a hit from docs.bmc.com,
> nothing yet but it might take a little time to get ranking.
>
> Jason
> _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
Rebecca Boyd
Application Administrator
Wake Forest University

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Re: Displaying the App Request ID on the Service Request Console

[Boyd, Rebecca]

Yes, I am referring to SRM:Request. My bad.

I have already added AppRequestID to fields in View on SRM:Request. And
actually, I did get it to display on the SRM console but it's ugly.

In 7.5 we added the AppRequestID to the Requests table on the SRM console &
hid the REQ column. Didn't change any workflow; just the presentation. That
was pretty easy. Doesn't appear so simple in 8.1.



On Thu, Jun 12, 2014 at 10:38 AM, Carl Wilson  wrote:

> **
>
> Hi,
>
> I guess you are referring to "SRM:Request" as opposed to
> "SRM:ServiceRequest" which is not an OOB SRM form.
>
>
>
> To display anything other the related RequestID from the "SRM:Request"
> form would entail a large customisation as this form does not store the
> underlying application fulfilment ID.  The workflow queries this form to
> return the Service Request ID by default.
>
>
>
> The fulfilment request ID is stored on the "SRM:AppInstanceBridge", so you
> would need to add workflow to query  this form using the appropriate
> identifier e.g. "SR Req Number" and bring this back to the "SRM:Request"
> form where it could be used to display.
>
> The other consideration is if you have multiple fulfilment there will be
> more than one record returned in a search from the "SRM:AppInstanceBridge"
> and you would therefore require additional qualification rules to identify
> the current "Open" request (you could use the "App Request Status Code").
>
>
>
> The other option would be to query each application in turn by the Service
> Request ID to identify which application was used in the fulfilment
> (inefficient).
>
> http://www.missingpiecessoftware.com/
> --
>
>
>
> Kind Regards,
>
>
>
> *Carl Wilson*
>
>
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Boyd, Rebecca
> *Sent:* 12 June 2014 14:24
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Displaying the App Request ID on the Service Request
> Console
>
>
>
> **
>
> It sounds like we have to decide one way or another: REQ # vs INC/CRQ #.
>
>
>
> Then we'll have to do some tinkering & possibly re-education.
>
>
>
> So back to my original question:
>
>
>
> Let’s say I want to display the actual HPD or CRQ number instead of the
> REQ number on the Service Request Console, the "App Request ID" field on
> SRM:ServiceRequests.
>
> It looks like Active Link SRS:SRK:Initialize_ServiceCall sets this field
> when the console is opened.
>
> TemplateMyRequests_Request ID = $DEFAULT$
>
> Even if we don't modify this, I am truly curious as to how this works.
>
>
>
> On Wed, Jun 11, 2014 at 11:20 PM, Tauf Chowdhury 
> wrote:
>
> **
>
> Rebecca,
>
> You'll have to find a happy or not so happy medium here. You've already
> done the first step of creating the request on submit from the fulfillment
> apps. On creation, whether it be from SRM or the other modules, I like to
> only send the notification for the SRM request. This means turning off the
> notifications for the creation emails of the other requests.
>
> Then, you're left with the "life cycle" emails of the fulfillment requests
> which send out their own notifications. For this, I've left alone the INC
> and CRQ numbers and accepted that these will be included. However, I
> modified the notifications to have the following label, "REQ# (if
> applicable)"
>
> Then, of course, I modified the filter for the notifications to include
> the req #.
>
> What this does is arm the customer with all the information instead of
> parts of the request process and cut down on the initial onslaught of
> notifications during creation.
>
> Sent from my iPhone
>
>
> On Jun 11, 2014, at 5:17 PM, "Boyd, Rebecca"  wrote:
>
> **
>
> "Create Request on Submit*" is already set to Yes. Requests are being
> created.
>
>
>
> My question is more along the lines of 1)What kind of a tracking # to
> supply to customers and 2) Using email to communicate with customers. I
> want the tracking #s in the email notifications to be consistent with the
> tracking # they see in SRM. That includes using the "Email System" function
> which defaults to the INC or CRQ #.
>
>
>
>
>
>
>
> On Wed, Jun 11, 2014 at 4:41 PM, Marcelo Martinez 
> wrote:
>
> Sorry for my prev post. I tried to send a pic with the post
>
> Check out your incident rules and change rules
> App Admin Console>Custom Config

Re: Displaying the App Request ID on the Service Request Console

[Boyd, Rebecca]

It sounds like we have to decide one way or another: REQ # vs INC/CRQ #.

Then we'll have to do some tinkering & possibly re-education.

So back to my original question:

Let’s say I want to display the actual HPD or CRQ number instead of the REQ
number on the Service Request Console, the "App Request ID" field on
SRM:ServiceRequests.

It looks like Active Link SRS:SRK:Initialize_ServiceCall sets this field
when the console is opened.

TemplateMyRequests_Request ID = $DEFAULT$

Even if we don't modify this, I am truly curious as to how this works.


On Wed, Jun 11, 2014 at 11:20 PM, Tauf Chowdhury  wrote:

> **
> Rebecca,
> You'll have to find a happy or not so happy medium here. You've already
> done the first step of creating the request on submit from the fulfillment
> apps. On creation, whether it be from SRM or the other modules, I like to
> only send the notification for the SRM request. This means turning off the
> notifications for the creation emails of the other requests.
> Then, you're left with the "life cycle" emails of the fulfillment requests
> which send out their own notifications. For this, I've left alone the INC
> and CRQ numbers and accepted that these will be included. However, I
> modified the notifications to have the following label, "REQ# (if
> applicable)"
> Then, of course, I modified the filter for the notifications to include
> the req #.
> What this does is arm the customer with all the information instead of
> parts of the request process and cut down on the initial onslaught of
> notifications during creation.
>
> Sent from my iPhone
>
> On Jun 11, 2014, at 5:17 PM, "Boyd, Rebecca"  wrote:
>
> **
> "Create Request on Submit*" is already set to Yes. Requests are being
> created.
>
> My question is more along the lines of 1)What kind of a tracking # to
> supply to customers and 2) Using email to communicate with customers. I
> want the tracking #s in the email notifications to be consistent with the
> tracking # they see in SRM. That includes using the "Email System" function
> which defaults to the INC or CRQ #.
>
>
>
>
> On Wed, Jun 11, 2014 at 4:41 PM, Marcelo Martinez 
> wrote:
>
>> Sorry for my prev post. I tried to send a pic with the post
>>
>> Check out your incident rules and change rules
>> App Admin Console>Custom Configuration> Incident Mgmt> Advanced
>> Options>Rules
>> Same for Change Rules.
>> Set these to “yes” if you wish for them to get the REQ # instead of the
>> INC/CHG #. This will create a request for every INC/CHG and they will be
>> able to track their REQs in SRM.
>> Note: you may have to modify the outgoing email and exclude fields/data
>> you don’t use (or use).
>>
>> Also, your IT people should be able to search for REQ# from within the
>> INC ticket or CHG ticket. Look under “Additional Search” tab.
>>
>>
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> "Where the Answers Are, and have been for 20 years"
>>
>
>
>
> --
> Rebecca Boyd
> Application Administrator
> Wake Forest University
>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
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Application Administrator
Wake Forest University

___
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Re: Displaying the App Request ID on the Service Request Console

[Boyd, Rebecca]

"Create Request on Submit*" is already set to Yes. Requests are being
created.

My question is more along the lines of 1)What kind of a tracking # to
supply to customers and 2) Using email to communicate with customers. I
want the tracking #s in the email notifications to be consistent with the
tracking # they see in SRM. That includes using the "Email System" function
which defaults to the INC or CRQ #.




On Wed, Jun 11, 2014 at 4:41 PM, Marcelo Martinez 
wrote:

> Sorry for my prev post. I tried to send a pic with the post
>
> Check out your incident rules and change rules
> App Admin Console>Custom Configuration> Incident Mgmt> Advanced
> Options>Rules
> Same for Change Rules.
> Set these to “yes” if you wish for them to get the REQ # instead of the
> INC/CHG #. This will create a request for every INC/CHG and they will be
> able to track their REQs in SRM.
> Note: you may have to modify the outgoing email and exclude fields/data
> you don’t use (or use).
>
> Also, your IT people should be able to search for REQ# from within the INC
> ticket or CHG ticket. Look under “Additional Search” tab.
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
>



-- 
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Application Administrator
Wake Forest University

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Re: Displaying the App Request ID on the Service Request Console

[Boyd, Rebecca]

OK. Makes sense.

Did you modify the "Send email" function from Incident or Change? By
default, these include the INC or CRQ number in the subject line when an
email is sent from the Incident or Change. So if a customer wants to view
their emails for any given request, it could confusing if they see the REQ
# in SRM but there are emails with the INC # in the subject line.




On Wed, Jun 11, 2014 at 10:48 AM, Pierson, Shawn <
shawn.pier...@energytransfer.com> wrote:

> **
>
> I created an on-boarding I.T. request form where you can request PC
> hardware via a Change Request, software via individual Work Orders,
> cellphone and GPS equipment via Incidents, and I think some other stuff via
> Incidents.  While what you’re trying to do would work in a one to one
> scenario, I’m not sure that it would work in more complex situations.
> We’ve been trying to train our I.T. staff to use the Request ID when they
> get a call or email from the user, especially since if they use that, they
> can use the global search bar at the top right on the screen and find all
> the related objects regardless of what module they are in.
>
>
>
> Just food for thought.
>
>
>
> Thanks,
>
>
>
> *Shawn Pierson *
>
> Remedy Developer | Energy Transfer
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Boyd, Rebecca
> *Sent:* Wednesday, June 11, 2014 9:01 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Displaying the App Request ID on the Service Request Console
>
>
>
> **
>
> Just for fun, let’s say I want to display the actual HPD or CRQ number
> instead of the REQ number on the Service Request Console, the "App Request
> ID" field on SRM:ServiceRequests.
>
> It looks like Active Link SRS:SRK:Initialize_ServiceCall sets this field
> when the console is opened.
>
> TemplateMyRequests_Request ID = $DEFAULT$
>
> And that's as far as I've gotten.
>
>
>
> --
>
> Rebecca Boyd
> Application Administrator
> Wake Forest University
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>  Private and confidential as detailed here
> <http://www.energytransfer.com/mail_disclaimer.aspx>. If you cannot
> access hyperlink, please e-mail sender.
> _ARSlist: "Where the Answers Are" and have been for 20 years_




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Application Administrator
Wake Forest University

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Displaying the App Request ID on the Service Request Console

[Boyd, Rebecca]

Just for fun, let’s say I want to display the actual HPD or CRQ number
instead of the REQ number on the Service Request Console, the "App Request
ID" field on SRM:ServiceRequests.

It looks like Active Link SRS:SRK:Initialize_ServiceCall sets this field
when the console is opened.

TemplateMyRequests_Request ID = $DEFAULT$

And that's as far as I've gotten.


-- 
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Application Administrator
Wake Forest University

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Re: DMT and extra Zeros

[Boyd, Rebecca]

Michelle,

Yes. I have typed the date in fresh. I've changed the date and time. I've
reformatted the cells.

2014/01/02 00:00:00.00 -  What it looks like in my Spreadsheet

2014/01/02 00:00:00.000 - What Remedy reports that it sees


I don't know where/when/how/why Remedy is picking up an extra digit. But I
sure wish it would stop.


Rebecca


On Fri, Feb 21, 2014 at 4:51 PM, Lucero, Michelle <
michelle.luc...@bankofamerica.com> wrote:

> **
>
> HI, Rebecca:
>
>
>
> Have you attempted to reformat the date as mentioned in the message to
> 01/02/2014 00:00:00?
>
>
>
> 2014/02/21 15:36:17 - Convert Dates.0 - ERROR (version 4.1.0, build 1 from 
> 2012-11-06
> 13.20.53) : Reported Date String : couldn't convert string [2014/01/02
> 00:00:00.000] to a date using format [MM/dd/ HH:mm:ss]
>
>
>
> Michelle
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Boyd, Rebecca
> *Sent:* Friday, February 21, 2014 3:36 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: DMT and extra Zeros
>
>
>
> **
>
> Thanks, Roger.
>
>
>
> I tried deleting the first row of data. The new first row generated the
> same error message. Then I tried loading the spreadsheet with a single row
> of data. Same error.
>
>
>
> I've seen variations of this before. For example, when loading people, the
> Corporate IDs all had a ".0" appended to them. That didn't cause an error
> so we didn't catch it until it got into the people form. The corporate IDs
> on the spreadsheet definitely didn't have ".0" at the end.
>
>
>
>
>
> On Fri, Feb 21, 2014 at 4:16 PM, Roger Justice  wrote:
>
> ** Since the error message includes the Pentaho application it could be
> that Pentaho is causing the error. You could attempt to import a single
> entry directly to the DMT form to isolate the error.
>
>  -Original Message-
> From: Boyd, Rebecca 
> To: arslist 
> Sent: Fri, Feb 21, 2014 4:12 pm
> Subject: DMT and extra Zeros
>
> **
>
> Hello everyone,
>
>
>
> I am trying to load incidents using the HPD_LoadHelpDesk tab of the
> Transactional_Incident spreadsheet.
>
>
>
> The job is erroring out on the Load step because it can't convert a date.
> The date looks correct on the spreadsheet, but when Remedy reports the
> error, it always reports an extra zero for the seconds.
>
>
>
> 2014/01/02 00:00:00.00 - Spreadsheet data
>
> 2014/01/02 00:00:00.000 - Remedy error
>
>
>
> I have typed the date in fresh. I've changed the date & time. I've
> re-formatted the cell. I've created new jobs every time only to get the
> same 'ol error message.
>
>
>
> 8.1 Clean Install, Oracle 11g
>
>
>
> Here's a truncated version of the error message:
>
>
>
> 2014/02/21 15:36:17 - Transactional_Incident - Start of job execution
>
> 2014/02/21 15:36:17 - Convert Dates.0 - ERROR (version 4.1.0, build 1 from 
> 2012-11-06
> 13.20.53) : Unexpected error :
>
> 2014/02/21 15:36:17 - Convert Dates.0 - ERROR (version 4.1.0, build 1 from 
> 2012-11-06
> 13.20.53) : org.pentaho.di.core.exception.KettleValueException:
>
> 2014/02/21 15:36:17 - Convert Dates.0 - ERROR (version 4.1.0, build 1 from 
> 2012-11-06
> 13.20.53) : Reported Date String : couldn't convert string [2014/01/02
> 00:00:00.000] to a date using format [MM/dd/ HH:mm:ss]
>
> 2014/02/21 15:36:17 - Transactional_Incident - Transactional_Incident
>
> 2014/02/21 15:36:17 - Transactional_Incident - ERROR (version 4.1.0, build
> 1 from 2012-11-06 13.20.53) : Errors detected!
>
> 2014/02/21 15:36:18 - Transactional_Incident - Job execution finished
>
>
>
>
>
> --
> Rebecca Boyd
> Application Administrator
> Wake Forest University
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>
>
>
> --
> Rebecca Boyd
> Application Administrator
> Wake Forest University
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>  --
> This message, and any attachments, is for the intended recipient(s) only,
> may contain information that is privileged, confidential and/or proprietary
> and subject to important terms and conditions available at
> http://www.bankofamerica.com/emaildisclaimer. If you are not the intended
> recipient, please delete this message.
>  _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
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Application Administrator
Wake Forest University

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Re: DMT and extra Zeros

[Boyd, Rebecca]

Thanks, Roger.

I tried deleting the first row of data. The new first row generated the
same error message. Then I tried loading the spreadsheet with a single row
of data. Same error.

I've seen variations of this before. For example, when loading people, the
Corporate IDs all had a ".0" appended to them. That didn't cause an error
so we didn't catch it until it got into the people form. The corporate IDs
on the spreadsheet definitely didn't have ".0" at the end.



On Fri, Feb 21, 2014 at 4:16 PM, Roger Justice  wrote:

> ** Since the error message includes the Pentaho application it could be
> that Pentaho is causing the error. You could attempt to import a single
> entry directly to the DMT form to isolate the error.
>
>
> -Original Message-
> From: Boyd, Rebecca 
> To: arslist 
> Sent: Fri, Feb 21, 2014 4:12 pm
> Subject: DMT and extra Zeros
>
> **
> Hello everyone,
>
>  I am trying to load incidents using the HPD_LoadHelpDesk tab of the
> Transactional_Incident spreadsheet.
>
>  The job is erroring out on the Load step because it can't convert a
> date. The date looks correct on the spreadsheet, but when Remedy reports
> the error, it always reports an extra zero for the seconds.
>
>  2014/01/02 00:00:00.00 - Spreadsheet data
> 2014/01/02 00:00:00.000 - Remedy error
>
>  I have typed the date in fresh. I've changed the date & time. I've
> re-formatted the cell. I've created new jobs every time only to get the
> same 'ol error message.
>
>  8.1 Clean Install, Oracle 11g
>
>  Here's a truncated version of the error message:
>
>  2014/02/21 15:36:17 - Transactional_Incident - Start of job execution
> 2014/02/21 15:36:17 - Convert Dates.0 - ERROR (version 4.1.0, build 1 from 
> 2012-11-06
> 13.20.53) : Unexpected error :
> 2014/02/21 15:36:17 - Convert Dates.0 - ERROR (version 4.1.0, build 1 from 
> 2012-11-06
> 13.20.53) : org.pentaho.di.core.exception.KettleValueException:
> 2014/02/21 15:36:17 - Convert Dates.0 - ERROR (version 4.1.0, build 1 from 
> 2012-11-06
> 13.20.53) : Reported Date String : couldn't convert string [2014/01/02
> 00:00:00.000] to a date using format [MM/dd/ HH:mm:ss]
> 2014/02/21 15:36:17 - Transactional_Incident - Transactional_Incident
> 2014/02/21 15:36:17 - Transactional_Incident - ERROR (version 4.1.0, build
> 1 from 2012-11-06 13.20.53) : Errors detected!
> 2014/02/21 15:36:18 - Transactional_Incident - Job execution finished
>
>
>  --
> Rebecca Boyd
> Application Administrator
> Wake Forest University
>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>  _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
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Application Administrator
Wake Forest University

___
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DMT and extra Zeros

[Boyd, Rebecca]

Hello everyone,


I am trying to load incidents using the HPD_LoadHelpDesk tab of the
Transactional_Incident spreadsheet.


The job is erroring out on the Load step because it can't convert a date.
The date looks correct on the spreadsheet, but when Remedy reports the
error, it always reports an extra zero for the seconds.


2014/01/02 00:00:00.00 - Spreadsheet data

2014/01/02 00:00:00.000 - Remedy error


I have typed the date in fresh. I've changed the date & time. I've
re-formatted the cell. I've created new jobs every time only to get the
same 'ol error message.


8.1 Clean Install, Oracle 11g


Here's a truncated version of the error message:


2014/02/21 15:36:17 - Transactional_Incident - Start of job execution

2014/02/21 15:36:17 - Convert Dates.0 - ERROR (version 4.1.0, build 1 from
2012-11-06 13.20.53) : Unexpected error :

2014/02/21 15:36:17 - Convert Dates.0 - ERROR (version 4.1.0, build 1 from
2012-11-06 13.20.53) : org.pentaho.di.core.exception.KettleValueException:

2014/02/21 15:36:17 - Convert Dates.0 - ERROR (version 4.1.0, build 1 from
2012-11-06 13.20.53) : Reported Date String : couldn't convert string
[2014/01/02 00:00:00.000] to a date using format [MM/dd/ HH:mm:ss]

2014/02/21 15:36:17 - Transactional_Incident - Transactional_Incident

2014/02/21 15:36:17 - Transactional_Incident - ERROR (version 4.1.0, build
1 from 2012-11-06 13.20.53) : Errors detected!

2014/02/21 15:36:18 - Transactional_Incident - Job execution finished


-- 
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Application Administrator
Wake Forest University

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Re: Basics of SRM

[Boyd, Rebecca]

SRM - Service Request Management

It's self service for your customers. They can use it to submit requests
instead of calling or emailing.

AOT - Application Object Template
PDT - Process Definition Template
SRD - Service Request Definition

Incident, Change, Work Orders

If you want to kick start your learning be prepared to be kicked. It's not
an intuitive process.

 The inimitable  Tauf Chowdhury taufc...@gmail.com> once wrote on this very
listserv:

..  here's all ya need to know about SRM in a few lines instead of 4.5
> days:
> Step 1. Create Application Template
> Step 2. Create AOT
> Step 3. Create PDT
> Step 4. Create SRD
> Step 5. Create your questions
> Step 6. Map your variables.
> Step 7. (Optional) Give entitlements
> Step 8. Enable Online!
> Step 9. Pat yourself on the back if it is actually visible and works the
> first time around. :)


For step 1 I'd start with an incident template.

Search BMC Communities, YouTube, etc for SRM videos. There's a couple of
helpful ones out there.




On Tue, Jan 7, 2014 at 11:39 AM, Sweety  wrote:

> Hi List,
>
> Can you help me to understand some points in SRM ?
>
> What is SRM ?
> Why there is a need of SRM?
> What are AOT, PDT and SRDs ?
> With what all applications it can be integrated ?
> How can I kick start and learn SRM ?
>
> I will appreciate your time and inputs.
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
>



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Application Administrator
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Re: Developer Studio 8.1 and ARS 7.5

[Boyd, Rebecca]

Oh yeah...think I'll go get another cup of coffee before I do anything else.

Thanks guys!


On Tue, Dec 3, 2013 at 9:00 AM, LJ LongWing  wrote:

> **
>
> Are you in bar development mode?  This will be required to modify code on
> a non overlay aware server
> On Dec 3, 2013 6:35 AM, "Boyd, Rebecca"  wrote:
>
>> **
>> Oops - my subject line wasn't right...sigh...
>>
>>
>> On Tue, Dec 3, 2013 at 8:21 AM, Boyd, Rebecca  wrote:
>>
>>> Good morning,
>>>
>>>
>>> I am trying to use Developer Studio 8.1 against my 7.5 AR System on a
>>> Windows box with an Oracle 11g database. I can login and open items but
>>> when I make changes “Save” is never enabled. What's up with this?
>>>
>>>
>>> Rebecca
>>>
>>> --
>>> Rebecca Boyd
>>> Application Administrator
>>> Wake Forest University
>>>
>>
>>
>>
>> --
>> Rebecca Boyd
>> Application Administrator
>> Wake Forest University
>>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_




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Re: Developer Studio 8.1 and ARS 7.5

[Boyd, Rebecca]

Oops - my subject line wasn't right...sigh...


On Tue, Dec 3, 2013 at 8:21 AM, Boyd, Rebecca  wrote:

> Good morning,
>
>
> I am trying to use Developer Studio 8.1 against my 7.5 AR System on a
> Windows box with an Oracle 11g database. I can login and open items but
> when I make changes “Save” is never enabled. What's up with this?
>
>
> Rebecca
>
> --
> Rebecca Boyd
> Application Administrator
> Wake Forest University
>



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Developer Studio 7.5 and ARS 7.5

[Boyd, Rebecca]

Good morning,


I am trying to use Developer Studio 8.1 against my 7.5 AR System on a
Windows box with an Oracle 11g database. I can login and open items but
when I make changes “Save” is never enabled. What's up with this?


Rebecca

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Re: SRM Request Detail information

[Boyd, Rebecca]

I'm not sure I have a good understanding of your issue, but have you tried
searching SRD:MultipleQuestionResponse?


On Mon, Nov 11, 2013 at 5:52 PM, Josh  wrote:

> Hi, hope you all can help.
>
> I'm trying to pull out question answers in our SRM system.  We don't map
> them to anywhere in incident or change.  They are just used in the Service
> Requests.  They are shown in the Request Details screen under "Provided
> Information".
>
> Ultimately, I'm trying to pull an extract of all our service requests but
> when I did a pull on SRM:Request I didn't get the request details portion
> of the request.
>
> I tried to go to the request details form but I can't search on it.  I
> believe its HTML.
>
> How do I, or what form are those question answers on in SRM.  How can pull
> it along with the SRM data like Req # etc...
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
>



-- 
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Re: work log search

[Boyd, Rebecca]

In 7.5  you can do the following:

Open an incident

Under Advanced Functions select Advanced Search >  Search Incidents by Work
Info.

All sorts of cool information to search on.





On Thu, Nov 7, 2013 at 12:23 PM, Ron Young  wrote:

> Question for you all.
>
> Is there a way I can set something up to say... go into a work log (diary
> field) and search for a word or phrase and then spit out a report?
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
>



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Re: CRQ stuck at completed and Next Stage button is disabled

[Boyd, Rebecca]

Danny,

Per BMC  KA306013, open the Change Request form in Developer Studio. Unhide
the Active Approval field. Open up the errant Change Request, deselect Yes,
save the request. You should then be able to save it & move it forward.
Don't forget to re-hide the field.

HTH,

Rebecca




On Wed, Oct 30, 2013 at 7:11 PM, Herrera, Danny wrote:

> **
>
> We have a crq that is stuck at complete status and will not allow us to
> close.  The next stage button is disabled and I cannot figure what needs to
> be done to get moving.  Any ideas?
>
> We are running version 7.5 patch 003
>
> ** **
>
> *Danny Herrera* 
>
> ** **
>  _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
Rebecca Boyd
Application Administrator
Wake Forest University

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Re: Email Workflow Generate HPD Ticket

[Boyd, Rebecca]

We are using email templates in 7.5 & they work fairly well. Our emails
come from other systems so they are standardized - a big plus.

Assuming 7.6 is like 7.5, here's an example:

In Developer Studio, r-click on HPD:Help Desk (or
HPD:IncidentInterface_Create) & select Export Email Template.

Open up the resulting file, take a look at it & do a save as with a
different name.

Now figure out what information will be supplied by the template (the
constants) & what information will come from the email (the variables).
Between the template & email you have to supply same required information
you would as if you were entering an incident.

Once you have your template, Open ARSystem Email Templates. Give it a name,
attach the template & save.

Open AR System Email User Instruction Templates. Select the template you
just added from the menu & enter a word in the Instruction field, say
"Provisioning"

Compose your email. It could be as simple as this:

ACTION: Provisioning

Description !10!: Provision me this


Details !100151!:  Provision me some provisions


Send the email to Remedy. When it hits the email engine, Remedy will match
"ACTION: Provisioning" with the User Instruction Template & submit the
ticket accordingly.

If you've forgotten anything or entered an invalid value, an error will
appear in the email message after a minute or so (you have to click
Advanced).

It's trial & error. Start simple & good luck.

Rebecca




















On Tue, Oct 15, 2013 at 2:28 PM, Kathy Morris wrote:

> **
>
> **
>
> We are on 7.6.4 AR System/ITSM – is this done through email templates with
> 7.6.4?  I did not see this on the communities – I saw lots of email
> questions, but not the code specific to building this workflow.  If anyone
> can shed some light on how this can be done, it would be greatly
> appreciated.
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Rjustice
> *Sent:* Tuesday, October 15, 2013 2:03 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Email Workflow Generate HPD Ticket
>
> ** **
>
> ** 
>
> There is a rules based email engine the was released with ARS/ITSM 8 that
> allows this to be done. The original code may be on communities.
>
> ** **
>
> *Sent from my Verizon Wireless 4G LTE DROID*
>
>
>
> Kathy Morris  wrote:
>
> Hi,
>
>  
>
> We have a requirement to generate Incident tickets based on email
> content.  Example:  if the email starts with “Provisioning” then
> automatically route the ticket to the provisioning team.   Is this a
> complex task to do? Would I use the email template workflow or is there a
> better way to do this? We are hoping to complete this within 1 week – or
> should we plan on more time for this type of integration?
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
> _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
Rebecca Boyd
Application Administrator
Wake Forest University

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Re: Upgrade Advice - Remedy 7.5 P003 + ITSM 7.6 Upgrade to 8

[Boyd, Rebecca]

We are 7.5 ITSM shop going to 8.1. Based on research & advice, we decided
to go with a clean install & re-do our customizations. It’s a good
opportunity to review those customizations & challenge yourself & your
organization on the why, what & how of all that tinkering.

Try the Bird Dog Whiskey. I prefer the Blackberry but my men folk like the
peach.

Rebecca




On Tue, Oct 15, 2013 at 7:59 AM, BradRemedy  wrote:

> **
> Hi
>
> We are busy planning our upgrade of our live environment which is the
> following:
>
>
>- ARS Remedy 7.5 Patch003
>- CMDB 7.6 P001
>- ITSM 7.6
>- SRM 7.6 P001
>
>
> We are wanting to upgrade to version 8 (latest patch). Going through some
> previous threads on the arslist, it appears that I will need to do a few
> upgrades to the versions between 7.5 and 8 before I can actually upgrade to
> 8.
>
> We have customized our ITSM application a bit and we were hoping to
> convert our customizations into overlays during the upgrade process.
> However, it appears from some of the reading that it may be quicker and
> safer to do a clean ITSM 8 install and re-do the customizations in version
> 8.
>
> Has anyone done this before? Is there any advice anyone can offer on the
> best way to approach this or failing that - can anyone recommend a good
> bottle of whiskey for when I start this project?
>
> Thanks in advance
>
> Cheers
> Brad
> _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
Rebecca Boyd
Application Administrator
Wake Forest University

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Re: corrupted display of hpd:help desk

[Boyd, Rebecca]

You have to be very, very careful because there is workflow that keys off
the View name. Don't do it unless you have a compelling reason. My reason
was a vision independent user.



On Fri, Oct 11, 2013 at 3:03 PM, Jason Miller wrote:

> **
> Thanks!  We never even explored using views other than Best Practice so I
> had not even looked at these configuration options.  Now I understand that
> it is an ITSM thing and not AR System.  I was trying to figure out where it
> is done in AR System.
>
>
> https://docs.bmc.com/docs/display/public/change81/Setting+the+application+view
>
> Jason
>
>
> On Fri, Oct 11, 2013 at 6:02 AM, Boyd, Rebecca  wrote:
>
>> **
>> My experience with disappearing fields came when I added a custom view to
>> HPD:Help Desk but did not register it.
>>
>> Look at:
>>
>>  View Selection Framework - View Definition: I'd search for records to
>> see what's there.  All of the OOB views should be there, like Best Practice
>> and Default User.
>>
>>  View Selection Framework - Deploy View:  You may or may not have much
>> listed here.
>>
>> Specific views can also be specified when using the client: Tools >
>> Options > Advanced > Default Form View
>>
>> or in the AR System User Preference form: Advanced > Default Form View.
>>
>> HTH,
>>
>> Rebecca
>>
>>
>>
>>
>> On Fri, Oct 11, 2013 at 2:14 AM, Jason Miller wrote:
>>
>>> **
>>> Hi Rebecca,  I am trying to figure out where a view would be registered.
>>>  Maybe I just need to go to bed but I am lost on this one.  Can you help me
>>> understand where to register a view?
>>>
>>> Jason
>>>
>>>
>>> On Wed, Oct 9, 2013 at 7:34 AM, Boyd, Rebecca  wrote:
>>>
>>>> **
>>>> If you are doing any work with views make sure they are registered.
>>>>
>>>>
>>>> On Wed, Oct 9, 2013 at 8:29 AM, SUBSCRIBE arslist Chuck Benesh <
>>>> chuck.ben...@cdw.com> wrote:
>>>>
>>>>> Hi,
>>>>>
>>>>> We are running Remedy ITSM 7.6.04 SP2. Over the past month or two,
>>>>> we've been having an issue with Remedy displaying a "corrupted" incident
>>>>> form. Fields are missing, or in the wrong place. The attachment shows a
>>>>> current example, where the Assignee field displays instead of the Summary
>>>>> field. If they user enters a value and submits, they get an error that
>>>>> Summary can't be blank.
>>>>>
>>>>> There is a lot more I could say about this, and what we've tried. But,
>>>>> I'm wondering if anybody else has seen this, and been able to fix it.
>>>>>
>>>>> Thanks,
>>>>>
>>>>> Chuck
>>>>>
>>>>>
>>>>> ___
>>>>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>>>>> "Where the Answers Are, and have been for 20 years"
>>>>>
>>>>
>>>>
>>>>
>>>> --
>>>> Rebecca Boyd
>>>> Application Administrator
>>>> Wake Forest University
>>>>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>
>>>
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>
>>
>>
>>
>> --
>> Rebecca Boyd
>> Application Administrator
>> Wake Forest University
>>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
Rebecca Boyd
Application Administrator
Wake Forest University

___
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Re: corrupted display of hpd:help desk

[Boyd, Rebecca]

My experience with disappearing fields came when I added a custom view to
HPD:Help Desk but did not register it.

Look at:

 View Selection Framework - View Definition: I'd search for records to see
what's there.  All of the OOB views should be there, like Best Practice and
Default User.

 View Selection Framework - Deploy View:  You may or may not have much
listed here.

Specific views can also be specified when using the client: Tools > Options
> Advanced > Default Form View

or in the AR System User Preference form: Advanced > Default Form View.

HTH,

Rebecca




On Fri, Oct 11, 2013 at 2:14 AM, Jason Miller wrote:

> **
> Hi Rebecca,  I am trying to figure out where a view would be registered.
>  Maybe I just need to go to bed but I am lost on this one.  Can you help me
> understand where to register a view?
>
> Jason
>
>
> On Wed, Oct 9, 2013 at 7:34 AM, Boyd, Rebecca  wrote:
>
>> **
>> If you are doing any work with views make sure they are registered.
>>
>>
>> On Wed, Oct 9, 2013 at 8:29 AM, SUBSCRIBE arslist Chuck Benesh <
>> chuck.ben...@cdw.com> wrote:
>>
>>> Hi,
>>>
>>> We are running Remedy ITSM 7.6.04 SP2. Over the past month or two, we've
>>> been having an issue with Remedy displaying a "corrupted" incident form.
>>> Fields are missing, or in the wrong place. The attachment shows a current
>>> example, where the Assignee field displays instead of the Summary field. If
>>> they user enters a value and submits, they get an error that Summary can't
>>> be blank.
>>>
>>> There is a lot more I could say about this, and what we've tried. But,
>>> I'm wondering if anybody else has seen this, and been able to fix it.
>>>
>>> Thanks,
>>>
>>> Chuck
>>>
>>>
>>> ___
>>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>>> "Where the Answers Are, and have been for 20 years"
>>>
>>
>>
>>
>> --
>> Rebecca Boyd
>> Application Administrator
>> Wake Forest University
>>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
Rebecca Boyd
Application Administrator
Wake Forest University

___
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Re: Is it possible to get direct links to SRM Requests

[Boyd, Rebecca]

The URL builder is a great feature but the URLs themselves can be hard to
track once they get into the wild. Next thing you know someone takes an SRD
off line or modifies the webpage. We update the SRD worklog with the link
to the webpage so we know where it's published.


On Wed, Oct 9, 2013 at 12:33 PM, Jamie  wrote:

> Thank you Brian & Tauf.  This is the information I was looking for!
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
>



-- 
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Application Administrator
Wake Forest University

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Re: corrupted display of hpd:help desk

[Boyd, Rebecca]

If you are doing any work with views make sure they are registered.


On Wed, Oct 9, 2013 at 8:29 AM, SUBSCRIBE arslist Chuck Benesh <
chuck.ben...@cdw.com> wrote:

> Hi,
>
> We are running Remedy ITSM 7.6.04 SP2. Over the past month or two, we've
> been having an issue with Remedy displaying a "corrupted" incident form.
> Fields are missing, or in the wrong place. The attachment shows a current
> example, where the Assignee field displays instead of the Summary field. If
> they user enters a value and submits, they get an error that Summary can't
> be blank.
>
> There is a lot more I could say about this, and what we've tried. But, I'm
> wondering if anybody else has seen this, and been able to fix it.
>
> Thanks,
>
> Chuck
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
>



-- 
Rebecca Boyd
Application Administrator
Wake Forest University

___
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Re: Support Company based muti-tenancy

[Boyd, Rebecca]

John,

When we went to 7.5 a few years ago we wanted to do the same exact thing.
We made some coding changes but, for various reasons, it was never entirely
satisfactory. Once you start tinkering it’s a very slippery slope. We’re in
the process of upgrading to 8.1 so will be re-visiting the issue to see if
we can’t come up with some fresh ideas.

Rebecca


On Mon, Sep 30, 2013 at 2:27 PM, John Marshall  wrote:

> I wanted to see if anyone out there can give me some suggestions on how to
> accomplish the following in the ITSM 8.1 environment WITHOUT any coding
> changes…
>
> I am working for a university that has several departments that would like
> to use the ITSM in a multi tenancy fashion; so each department would like
> to have their own set of rules, support groups, etc. and NOT allow the
> other departments to see their tickets and them not see the other
> department’s tickets.
>
> So far, it sounds like a straight multi-tenancy setup, however the issue
> here is that ALL the departments would like use the same user base but have
> their department rules apply.
>
> I know that I can use the “Support Company Access Config” to share the
> people data across the various departments, but then my dilemma is that
> when a support user select a customer, that customer’s company gets
> populated with a company which might not be (and probably won’t be) the
> same company (department) of the support user, so the support user’s
> company (department) rules will not be applied, it will be the rules
> associated to the customer's company.
>
> Any ideas/suggestions on how to force it to be the support person’s
> company (department) rules, again, short of coding changes?
>
> Thanks for any help/ideas/etc.
>
> John
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
>



-- 
Rebecca Boyd
Application Administrator
Wake Forest University

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Re: HPD:Help Desk is blank - Fixed but comments still welcome

[Boyd, Rebecca]

Before rebooting the server I  looked at HPD:Help Desk in Developer Studio.
Everything looked OK but I added a comment to the Change History & saved
it, thinking that might kick start something. No such luck.

After rebooting the server I looked at it again. All of the views were
there but they were blank, except for the last custom view added. That view
was OK. Thank goodness I export views when I work on a form. I imported
them back in & all is good. For now. Whew.



On Sat, Aug 17, 2013 at 7:40 PM, Boyd, Rebecca  wrote:

> Hello Everyone,
>
> We are experiencing BFS - Blank Form Syndrome - with HPD:Help Desk.
>
> We can open the Incident Console & see the incidents listed. But when we
> try to view, create or search, the body of the incident form is blank. The
> tool bars are there, the dark blue banner logo is across the top but the
> rest of the form is blank.
>
> This began happening sometime this afternoon.
> Only HPD:Help Desk is affected
> Happens with both the client & mid-tier.
> Happens for multiple people; not sure how many I'm assuming the worst.
> I've restarted the AR service twice (but not the server)
> No errors in arerror.log
> Cleared the cache on the mid-tier.
> Deleted the arv & arf files
> Deleted user preference & ar system searches preference records
> Removed & re-added Incident User permission
> Tried setting the Default Form View in the client (Tools > Options >
> Advanced) to "Best Practice View". This does not work. However, if I set it
> to a Custom View - that displays. The custom view has been in use for for
> almost a month in production & even longer in Test, which is not having
> this problem.
>
> 7.5 on a Windows 8 Server, Oracle 11g database
>
> Any help would be much appreciated!
>
> Rebecca
>
> --
> Rebecca Boyd
> Application Administrator
> Wake Forest University
>



-- 
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Application Administrator
Wake Forest University

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HPD:Help Desk is blank

[Boyd, Rebecca]

Hello Everyone,

We are experiencing BFS - Blank Form Syndrome - with HPD:Help Desk.

We can open the Incident Console & see the incidents listed. But when we
try to view, create or search, the body of the incident form is blank. The
tool bars are there, the dark blue banner logo is across the top but the
rest of the form is blank.

This began happening sometime this afternoon.
Only HPD:Help Desk is affected
Happens with both the client & mid-tier.
Happens for multiple people; not sure how many I'm assuming the worst.
I've restarted the AR service twice (but not the server)
No errors in arerror.log
Cleared the cache on the mid-tier.
Deleted the arv & arf files
Deleted user preference & ar system searches preference records
Removed & re-added Incident User permission
Tried setting the Default Form View in the client (Tools > Options >
Advanced) to "Best Practice View". This does not work. However, if I set it
to a Custom View - that displays. The custom view has been in use for for
almost a month in production & even longer in Test, which is not having
this problem.

7.5 on a Windows 8 Server, Oracle 11g database

Any help would be much appreciated!

Rebecca

-- 
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Application Administrator
Wake Forest University

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Re: CMBD Class Information

[Boyd, Rebecca]

Sandra,

I have used the steps you listed in our 7.5 environment - going through all
the forms, deleting entries, & it worked.

To avoid this happening in the first place I found it helps to restart
Remedy before extending the CMBD. It also helps to make sure everything was
entered absolutely correctly. Not that I've ever entered anything
incorrectly; I've just heard about it.

HTH,

Rebecca


On Mon, Jul 1, 2013 at 10:32 AM, Pabitra Subudhi <
rohitkumarthedevi...@gmail.com> wrote:

> **
> Hi we can avoid the Change Pending issue with the help of cmdb driver.
> Just need to run the driver with proper steps being followed. The setps
> are:-
>
> 1. go to the Atrium core installed directory.
> 2. set path like export LD_LIBRARY_PATH=:$$
> 3. export $LD_LIBRARY_PATH.
> 4. run:- ./cmdbdriver
> 5. run:- init Just to initialize the utility
> 6.Run:- log and provide preper AR login information
> 7.Run:- ssp and provide the TCP and RPC port if any in use.
> 8.Run sync
> 9. It will ask for some Pending ID:- take it from OBJSTR:Class form by
> searching for Pending System status and copy the Pending ID and paste it in
> this command.
> 10.Wait for some time for sync. once completed (we will again get back to
> command mode fro halt screen)you can refresh the  OBJSTR:Class, and see the
> nerty should be removed. Verify from Class manager console itself and go
> for the fields in respective classes.
>
> Pls. Let me know if this would help you.
>
> Thanks much!
> Pabitra
> Sr. Remedy Consultant.
>
>
> On Mon, Jul 1, 2013 at 7:49 PM, Hennigan, Sandra <
> sandra.henni...@usdoj.gov> wrote:
>
>> **
>>
>> Windows 2008 r2
>>
>> Oracle 11g
>>
>> ARS 8.1
>>
>> ITSM 8.1
>>
>> Test Environment
>>
>> ** **
>>
>> I attempted to add a field to Class Name,  BMC_BaseElement, Namespace,
>> BMC.Core, via CMBD Class Manager. I have successfully added two other
>> fields without issue. This time, instead of the field getting added, the
>> Status is “Change Pending”. It has been over 72 hours since I attempted to
>> add the field.
>>
>> ** **
>>
>> I goggled CMDB Status is Change Pending and found several; many
>> questions, fewer responses. One of the responses I found was this:
>>
>> ** **
>>
>> *How to debug CMDB 7.5 Change Pending Issues*
>>
>> *OVERVIEW**: CLASS Manager Activity. If a particular activity stays in
>> Change Pending state for a long time you can investigate the root cause by
>> following the steps mentioned in the document.*
>>
>> To resolve this problem you need to validate CMDB *metadata* problems.
>> We need to check some of the forms which may have pending entries for
>> classes, attributes for which class manager do not show pending entries.*
>> ***
>>
>> *LOGIN with Administrator previlege**: *
>>
>> This is a brief descriptions of the points to check:
>>
>> - WUT: Login as Demo and check the CMDB metadata. Check each record is
>> active, unique and it's correct.
>>
>> *STEPS**:*
>>
>> The forms to check and fix are:
>>
>> *Step1*: Class (OBJSTR:Class) -> Check there is NOT pending entries (No
>> entries where 'System Status*' != "Active" )
>>
>> *Fix:* If there are not active entries, you need to backup those entries
>> on arx format and delete them.
>>
>> 1.a Check Class (OBJSTR:Class) again where 'Pending ID' != "0" OR
>> 'OSStatus' != "Active"
>>
>> *Fix:* If there are entries with Pending ID != 0, you have to
>> investigate this problem carefully.
>>
>> *Step 2:* Attribute Definitions (OBJSTR:AttributeDefinition) -> Check
>> there is NOT pending entries (No entries where 'Record Status' != "Active")
>> 
>>
>> *Fix:* If there are not active entries, you need to backup those entries
>> on arx format and delete them.
>>
>> **
>>
>> *Step 3:* OBJSTR:Index (OBJSTR:Index) -> Check there is NOT pending
>> entries (No entries where 'Record Status' != "Active")
>>
>> *Fix:* If there are NOT active entries, you need to backup those entries
>> on arx format and delete them.
>>
>> *Step 4:* OBJSTR:IndexAttrib (OBJSTR:IndexAttrib) -> Check there is NOT
>> pending entries (No entries where 'Record Status' != "Active")
>>
>> *Fix:* If there are not active entries, you need to backup those entries
>> on arx format and delete them.
>>
>> ***
>>
>> *Step 5:* OBJSTR:Pending -> Check there are not errors here.
>>
>> *Fix:* If there are errors, please read them and fix the problem.
>> Otherwise, you need to backup those entries on arx format and delete them.
>> 
>>
>> *Step 6:* Application Pending -> Check there are not entries waiting
>> processing here.
>>
>> *Fix:* Wait until all the entries are deleted. If they are not deleted,
>> to fix the problem, you need to backup those entries on arx format and
>> delete them manually.
>>
>> Thanks & Regards
>>
>> Vishal V. Dhainje
>>
>> Sr. Consultant Remedy Practice
>>
>> 
>>
>> This item is dated May 24, 2010 – anyone used it recently? Is it current

Re: Remedy - Archiving Data

[Boyd, Rebecca]

Christine,

We’re on also 7.5.01 and looking at an upgrade.

I’ve used archive with the “Delete from Source” option on a couple of forms
& not had any problem.

However, when I tried the “Copy to Archive and Delete from Source” option,
the Archive form generates the following error when searching for records:

ARERR [313] Data types are not appropriate for relational operation

Keep in mind the records do display but this error pops up every time
moving through the results list or when clicking on the table on the
Relationships tab.

According to BMC, this is defect SW00400948. There’s no fix for this
version as it’s fixed in later versions.

You might want to check out your system & see if you get the same error.
Maybe someone on the list can suggest a fix?

Rebecca


On Thu, May 23, 2013 at 10:55 AM, Christine Milton Hall <
christine_milton_h...@pepperidgefarm.com> wrote:

> **
>
> Hi Everyone
>
>
>
> Hoping to get some feedback to the following:
>
>
>
> We are looking into archiving our Incident Management data.  We are
> currently running 7.5.1, but expect to upgrade by the end of the calendar
> year.  The modules currently running are IM, CM, AM, SRM (not heavily yet,
> so many requests come through IM) , SLM.  When I review the out of the box
> processes – I am not really seeing any advantages to the Remedy archive
> other than performance on searches within the data base itself.  I thought
> the idea would be to not only improve performance but save on disk space as
> well..
>
>
>
> Our rules must include the ability to restore records if they are deleted
> as part of this process, or if we do not delete them, have the ability to
> search and report off of the archive.  Our retention rule is 3 years in an
> accessible, readable format.
>
>
>
> So.. just looking to hear back on what strategies others are or have used
> and how effective those strategies are!
>
>
>
> Any feedback would be great appreciated!   Have a great Memorial day
> week-end!
>
>
>
> Thanks
>
> C
>
> *
>
>
> This e-mail and any files transmitted with it may contain confidential
> information and is intended solely for use by the individual to whom it is
> addressed. If you received this e-mail in error, please notify the sender,
> do not disclose its contents to others and delete it from your system.
>
> *
>
>  _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
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Application Administrator
Wake Forest University

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Re: DataWizard update hangs while changing a Support Group name

[Boyd, Rebecca]

One time I had a problem because there was an existing alias with the same
name as the group I was trying to rename. Hope that makes sense. I found
this by looking through the list of forms that get updated when a Support
Group name is changed.
Also, you might want to check out SW00346842 or KA392430. There was an
issue with filter "INT:CHGFND:DAT:SGPOrgLargeForms_Update_Q`!". I think it
was resolved by your version but you might want to check it out.




On Wed, May 22, 2013 at 7:25 AM, Ali A. Musa  wrote:

> For group/LoginName may be still in the cache you need to re-load.
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Thomas
> Sent: Wednesday, May 22, 2013 1:58 PM
> To: arslist@ARSLIST.ORG
> Subject: DataWizard update hangs while changing a Support Group name
>
> Hi List,
>
> I am currently having trouble updating a Support Group in ITSM 7.6.03 to a
> new name using the Data Wizard.
>
> All steps for the update remain in status pending. When I check
> HPD:Helpdesk or Support Group Forms, the new group name is already
> displayed and the old one is missing.
> Is there a way to find out where it is hanging?
>
> Thanks!
>
> Best Regards,
> Thomas
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the
> Answers Are, and have been for 20 years"
>
> The information in this email may contain confidential material and it is
> intended solely for the addresses. Access to this  email by anyone else is
> unauthorized. If you are not the intended recipient, please delete the
> email and destroy any copies of it, any disclosure, copying, distribution
> is prohibited and may be considered unlawful. Contents of this email and
> any attachments may be altered, Statement and opinions expressed in this
> email are those of the sender, and do not necessarily  reflect those of
> Saudi Telecommunications Company (STC).
>
>
> ___
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> "Where the Answers Are, and have been for 20 years"
>



-- 
Rebecca Boyd
Application Administrator
Wake Forest University

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Re: huh? financial news for bmc ?

[Boyd, Rebecca]

I don’t mind learning new tricks. I like learning new tricks. I just don’t
want to have to run away again & join a new circus.


On Tue, May 21, 2013 at 10:22 AM, pritch  wrote:

> When you get to within 5 years or so of retiring, you certainly want to!
>  We 'old dogs' that are up there and close to leaving the work force are
> not real interested in learning new tricks.  If we need to in order to be
> 'rewarded' we will, but the rewards are increasingly less interesting.
>
> - Original Message -
> From: "Sylvain YVON" 
> To: arslist@ARSLIST.ORG
> Sent: Tuesday, May 21, 2013 3:33:53 AM
> Subject: Re: huh? financial news for bmc ?
>
> **
> I don't know, a developer and even a consultant should try and learn new
> stuff every day. Maybe at 50 the flame is gone, but we can't rely on a
> single vendor for our careers on the long term, can we ?
>
>
>
>
> On Sun, May 19, 2013 at 9:35 PM, Joe D'Souza < jdso...@shyle.net > wrote:
>
>
> Unless off course the plan is to cash the cow while it still alive and
> well with a who cares what happens to it after you get your money kind of
> an attitude..
>
> I, just like you, am hoping to not have to learn new tricks either for at
> least as long as another decade.
>
> Unless that trick happens to be around the Remedy Developer Studio as that
> might give Jason, Rod and I, some more material to present at the RUG :)
>
> Joe
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG ] On Behalf Of Howard Richter
> Sent: Saturday, May 18, 2013 10:02 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: huh? financial news for bmc ?
>
> Dan,
>
> What all of my business classes and reading of the Wall Street Journal
> have taught me is that you need to have the plans in place before you make
> an offer on a company.
>
> So I am sure that they had the plans drawn out of what they will be doing
> with Remedy and the other pieces of BMC, before they made the first offer.
>
> And if Oracle was part of it, they reached out to them as well (either
> directly or indirectly).
>
> I just want Remedy to be around for another 10 or so years, then I can
> retire and not need to learn something new. Its true what they say you can
> teach an old dog (or in this case Gator) new tricks.
>
> Have a great weekend,
>
> hbr
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG ] On Behalf Of arslist
> Sent: Saturday, May 18, 2013 12:20 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: huh? financial news for bmc ?
>
> I'll pretend it is Friday: Oracle World is coincidentally the week before
> WWRUG13. They could announce there and then everyone stays for a second
> week.
>
> From what I read, the initial deal should close just around the time we
> hold our conference, so unless they are working the selling parts of BMC in
> the meantime, it is going to be 2014 before any of that happens, or does
> Bane, I mean Bain, have a track record of making these decisions quickly
> and before the deals close?
>
> Dan
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG ] On Behalf Of Pierson, Shawn
> Sent: May 9, 2013 8:42 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: huh? financial news for bmc ?
>
> I'm curious, why would Remedy being sold to SAP or Oracle be a negative
> thing in your opinion?  I think it's big enough that it wouldn't be
> swallowed up inside of one of their applications (how long has it taken
> Oracle to combine the eBusiness Suite with PeopleSoft despite the products
> directly competing?)  I can see if support deteriorates, maintenance goes
> up, or some other unknown odd factor, but it seems to me like it might be
> an opportunity for Remedy to be implemented in shops that may not have a
> good ITSM solution but already have installs of SAP, Oracle, or whoever
> hypothetically buys Remedy.  If that's a pessimistic scenario it doesn't
> seem too bad to me.
>
> Thanks,
>
> Shawn Pierson
> Remedy Developer | Energy Transfer
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG ] On Behalf Of Lee Cullom
> Sent: Thursday, May 09, 2013 6:07 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: huh? financial news for bmc ?
>
> Since it's incredibly fun to speculate on this situation, I'll offer up:
>
> - Bain will look at the profitability of the various pieces/business units
> - Mainframe, Service Management, etc...
> - They'll tear out the ugly pieces and get them in the hands of someone
> who can use them (Elliot's involvement indicates that Compuware might be
> involved)
> - They'll take the profitable pieces and put probably keep them with the
> newly private BMC that needs to invest in ESM.
>
> So, I'm thinking... Patrol and it's ilk will end up with Compuware since
> it will give them a larger stack of monitoring tools.
> Mainframe/Batch Management - I

Re: customer affiliation

[Boyd, Rebecca]

Yes,  in 7.5  we substituted faculty, staff, student, etc for the default
menu values on CTM:People. There may be other places where you need to
change this; just look through the ctm:people forms.



On Fri, Apr 26, 2013 at 3:04 PM, Jessica Hinkal  wrote:

> Any edu's out there capture customer affiliation within Remedy ITSM 8.0
> people record? If so, where did you put that information. Did you have to
> customize the people record to record this attribute? We are looking to
> classify our people based on their affiliation here (student, faculty,
> staff, alumni, etc).
>
> Any information would be great!
>
> Thanks!
> Jessica Hinkal
> University at Buffalo
> CIT/NCS
> 111 Computing Center
> Buffalo, NY 14260
> 716-645-3505
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
>



-- 
Rebecca Boyd
Application Administrator
Wake Forest University

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Re: Adding a Cusotm Field to Notification (Task)

[Boyd, Rebecca]

Yes, I forgot this. Look for a filter that begins with
NTE:NPC:TranslateNotificationMessageINC

On Wed, Feb 6, 2013 at 3:27 PM, andres tamayo  wrote:

> there is a filters which contains the word "translation" you have to
> add a new set field action to replace the ## with the right value.
>
> 2013/2/6 Boyd, Rebecca :
> > ** It's been a while since I did this but see if this gets you started:
> >
> > Add the custom field to SYS:Form (SYS:Form Field Selection) (this is what
> > makes it available to SYS:Notification Messages)
> >
> > Add the field to the message in SYS:Notifications
> >
> > Add field to the NTE:SYS-NT Process Control form (copy & paste field from
> > original form)
> >
> > Modify the filter(s) that pushes the fields added above to notification;
> > look for something like HPD:INC:NotificationGenerator_899_PNPC`!
> >
> > Hope this helps.
> >
> > Rebecca
> >
> >
> >
> >
> >
> >
> > On Wed, Feb 6, 2013 at 9:06 AM, David Boylan 
> wrote:
> >>
> >> I have a custom field (Change Summary) that I push from Infrastructure
> >> Change to Task. (Most of the people assigned to these taks would like to
> >> know just what the task is without having to open the Change.) I'd like
> this
> >> to appear on my email notification. I've read through the ITSM
> Notification
> >> Guide. The SYS:Notification Messages is where I'm able to add fields but
> >> this is limited to the SQL menu that comes from the SYS:Form Field
> Selection
> >> form. So I figured I could create a new entry here, but my Custom field
> does
> >> not appear on the Menu Label 1 pulldown which seems to be all the
> available
> >> fields that I can use. Phew! LOL
> >>
> >> Here's what I would like the email body to look like:
> >>
> >> Your group has been assigned Task #Task ID#
> >> Task Type: #TaskType#
> >> Priority: #Priority#
> >> Summary: #Summary#
> >> Change Summary: #Change Summary#
> >>
> >> Where Change Summary is the custom field.
> >>
> >> Has anyone done this?
> >>
> >> ITSM 7.6.04 SP3
> >>
> >> Thanks,
> >>
> >> Dave
> >>
> >>
> >>
> ___
> >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> >> "Where the Answers Are, and have been for 20 years"
> >
> >
> >
> >
> > --
> > Rebecca Boyd
> > Application Administrator
> > Wake Forest University
> > _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
>



-- 
Rebecca Boyd
Application Administrator
Wake Forest University

___
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Re: Adding a Cusotm Field to Notification (Task)

[Boyd, Rebecca]

It's been a while since I did this but see if this gets you started:

Add the custom field to SYS:Form (SYS:Form Field Selection) (this is what
makes it available to SYS:Notification Messages)

Add the field to the message in SYS:Notifications

Add field to the NTE:SYS-NT Process Control form (copy & paste field from
original form)

Modify the filter(s) that pushes the fields added above to notification;
look for something like HPD:INC:NotificationGenerator_899_PNPC`!

Hope this helps.

Rebecca






On Wed, Feb 6, 2013 at 9:06 AM, David Boylan  wrote:

> I have a custom field (Change Summary) that I push from Infrastructure
> Change to Task. (Most of the people assigned to these taks would like to
> know just what the task is without having to open the Change.) I'd like
> this to appear on my email notification. I've read through the ITSM
> Notification Guide. The SYS:Notification Messages is where I'm able to add
> fields but this is limited to the SQL menu that comes from the SYS:Form
> Field Selection form. So I figured I could create a new entry here, but my
> Custom field does not appear on the Menu Label 1 pulldown which seems to be
> all the available fields that I can use. Phew! LOL
>
> Here's what I would like the email body to look like:
>
> Your group has been assigned Task #Task ID#
> Task Type: #TaskType#
> Priority: #Priority#
> Summary: #Summary#
> Change Summary: #Change Summary#
>
> Where Change Summary is the custom field.
>
> Has anyone done this?
>
> ITSM 7.6.04 SP3
>
> Thanks,
>
> Dave
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
>



-- 
Rebecca Boyd
Application Administrator
Wake Forest University

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

Re: SRM:RequestInterface_Create Question

[Boyd, Rebecca]

Thanks Tauf,

I have this filter & it is pushing the status.

But it looks like no matter what I send the status on interface form is set
to New & this is what gets pushed to the srm:request form.

I noticed the Status menu on the interface form has 9 values and the Status
menu on the srm:request form has 11. Not sure if that's important or not.

On the other hand, I was able to create multiple incidents with one email
to the incident interface form. Maybe that's the way I should go?

On Fri, Jan 18, 2013 at 1:29 PM, Tauf Chowdhury  wrote:

> **
> Rebecca,
> I see there's this filter on the interface form which pushes to
> SRM:Request: SRM:SRI:CreateRequest_100_CreateRequest`!
> I am looking at a 7.6.04 environment. I see that it is pushing the
> 'Status' field from the interface form to the srm:request form. Is it doing
> the same for you?
>
>
> On Fri, Jan 18, 2013 at 1:25 PM, Boyd, Rebecca  wrote:
>
>> ** You mean figure it out for myself? The old fashioned way? Oh cruel,
>> cruel world...
>>
>>
>> On Fri, Jan 18, 2013 at 1:20 PM, Brittain, Mark 
>> wrote:
>>
>>> **
>>>
>>> Hi Rebecca,
>>>
>>> ** **
>>>
>>> Log onto the client and create a record in the
>>> SRM:RequestInterface_Create with the same information as the template. Run
>>> filter logging to capture the activity and then look for the filter that is
>>> setting the status to draft. The run if qualification or filter actions
>>> should tell you why this is happening. Might take some digging to get to
>>> the answer.
>>>
>>> ** **
>>>
>>> Mark
>>>
>>> ** **
>>>
>>> *From:* Action Request System discussion list(ARSList) [mailto:
>>> arslist@ARSLIST.ORG] *On Behalf Of *Boyd, Rebecca
>>> *Sent:* Friday, January 18, 2013 1:17 PM
>>> *To:* arslist@ARSLIST.ORG
>>> *Subject:* Re: SRM:RequestInterface_Create Question
>>>
>>> ** **
>>>
>>> ** I just tried that & it still created the Service Request in draft
>>> status :(
>>>
>>> On Fri, Jan 18, 2013 at 12:58 PM, Tauf Chowdhury 
>>> wrote:
>>>
>>> ** 
>>>
>>> Rebecca, did you try setting the Status field on the Interface form to
>>> Pending or In Progress? 
>>>
>>> ** **
>>>
>>> On Fri, Jan 18, 2013 at 12:53 PM, Boyd, Rebecca  wrote:*
>>> ***
>>>
>>> **
>>> Sorry everyone for posting this without a subject line. I blame it on
>>> the weather.
>>>
>>> We got our first snow of the winter last night (almost 2 inches!) & that
>>> always sets our hearts & minds aflutter here in North Carolina.
>>>
>>>
>>> On Fri, Jan 18, 2013 at 10:39 AM, Boyd, Rebecca  wrote:*
>>> ***
>>>
>>> Good morning listers,
>>>
>>> ** **
>>>
>>> I am able to create a Service Request by sending an email to
>>> SRM:RequestInterface_Create.
>>>
>>> ** **
>>>
>>> However, it creates only the Service Request, not the corresponding
>>> incident. 
>>>
>>> ** **
>>>
>>> When I look at said Service Request record, the status is set to
>>> “Draft”. 
>>>
>>> ** **
>>>
>>> If I change the status to “Planning” & save, the incident is created.***
>>> *
>>>
>>> ** **
>>>
>>> Is there a value or keyword I can include in the email so the incident
>>> is automatically created?
>>>
>>> ** **
>>>
>>> SRM 7.6, ITSM 7.5
>>>
>>>
>>> Thanks!
>>>
>>> --
>>> Rebecca Boyd
>>> Application Administrator
>>> Wake Forest University
>>>
>>>
>>>
>>>
>>> --
>>> Rebecca Boyd
>>> Application Administrator
>>> Wake Forest University
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
>>>
>>>
>>>
>>>
>>> --
>>> *Tauf Chowdhury*
>>>
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
>>>
>>>
>>>
>>>
>>> --
>>> Rebecca Boyd
>>> Application Administrator
>>> Wake Forest University
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
>>>
>>> --
>>> This e-mail is the property of NaviSite, Inc. It is intended only for
>>> the person or entity to which it is addressed and may contain information
>>> that is privileged, confidential, or otherwise protected from disclosure.
>>> Distribution or copying of this e-mail, or the information contained
>>> herein, to anyone other than the intended recipient is prohibited.
>>>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>>
>>
>> --
>> Rebecca Boyd
>> Application Administrator
>> Wake Forest University
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>
>
>
> --
> *Tauf Chowdhury
>
> *
> _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
Rebecca Boyd
Application Administrator
Wake Forest University

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

Re: SRM:RequestInterface_Create Question

[Boyd, Rebecca]

You mean figure it out for myself? The old fashioned way? Oh cruel, cruel
world...

On Fri, Jan 18, 2013 at 1:20 PM, Brittain, Mark wrote:

> **
>
> Hi Rebecca,
>
> ** **
>
> Log onto the client and create a record in the SRM:RequestInterface_Create
> with the same information as the template. Run filter logging to capture
> the activity and then look for the filter that is setting the status to
> draft. The run if qualification or filter actions should tell you why this
> is happening. Might take some digging to get to the answer.
>
> ** **
>
> Mark
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Boyd, Rebecca
> *Sent:* Friday, January 18, 2013 1:17 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: SRM:RequestInterface_Create Question
>
> ** **
>
> ** I just tried that & it still created the Service Request in draft
> status :(
>
> On Fri, Jan 18, 2013 at 12:58 PM, Tauf Chowdhury 
> wrote:
>
> ** 
>
> Rebecca, did you try setting the Status field on the Interface form to
> Pending or In Progress? 
>
> ** **
>
> On Fri, Jan 18, 2013 at 12:53 PM, Boyd, Rebecca  wrote:***
> *
>
> **
> Sorry everyone for posting this without a subject line. I blame it on the
> weather.
>
> We got our first snow of the winter last night (almost 2 inches!) & that
> always sets our hearts & minds aflutter here in North Carolina.
>
>
> On Fri, Jan 18, 2013 at 10:39 AM, Boyd, Rebecca  wrote:***
> *
>
> Good morning listers,
>
> ** **
>
> I am able to create a Service Request by sending an email to
> SRM:RequestInterface_Create.
>
> ** **
>
> However, it creates only the Service Request, not the corresponding
> incident. 
>
> ** **
>
> When I look at said Service Request record, the status is set to “Draft”.
> 
>
> ** **
>
> If I change the status to “Planning” & save, the incident is created.
>
> ** **
>
> Is there a value or keyword I can include in the email so the incident is
> automatically created?
>
> ** **
>
> SRM 7.6, ITSM 7.5
>
>
> Thanks!
>
> --
> Rebecca Boyd
> Application Administrator
> Wake Forest University
>
>
>
>
> --
> Rebecca Boyd
> Application Administrator
> Wake Forest University
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
>
>
>
>
> --
> *Tauf Chowdhury*
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
>
>
>
>
> --
> Rebecca Boyd
> Application Administrator
> Wake Forest University
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
>
> --
> This e-mail is the property of NaviSite, Inc. It is intended only for the
> person or entity to which it is addressed and may contain information that
> is privileged, confidential, or otherwise protected from disclosure.
> Distribution or copying of this e-mail, or the information contained
> herein, to anyone other than the intended recipient is prohibited.
>  _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
Rebecca Boyd
Application Administrator
Wake Forest University

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

Re: SRM:RequestInterface_Create Question

[Boyd, Rebecca]

I need to have more than one incident created, just like the SRD does.


On Fri, Jan 18, 2013 at 1:05 PM, Roger J  wrote:

> **
> It would be easier to create an Incident that will create the SR.
>  -Original Message-
> From: Tauf Chowdhury 
> To: arslist 
> Sent: Fri, Jan 18, 2013 12:58 pm
> Subject: Re: SRM:RequestInterface_Create Question
>
>  **
> Rebecca, did you try setting the Status field on the Interface form to
> Pending or In Progress?
>
>
> On Fri, Jan 18, 2013 at 12:53 PM, Boyd, Rebecca  wrote:
>
>> **
>> Sorry everyone for posting this without a subject line. I blame it on the
>> weather.
>>
>> We got our first snow of the winter last night (almost 2 inches!) & that
>> always sets our hearts & minds aflutter here in North Carolina.
>>
>>
>> On Fri, Jan 18, 2013 at 10:39 AM, Boyd, Rebecca  wrote:
>>
>>> Good morning listers,
>>>
>>>  I am able to create a Service Request by sending an email to
>>> SRM:RequestInterface_Create.
>>>
>>>  However, it creates only the Service Request, not the corresponding
>>> incident.
>>>
>>>  When I look at said Service Request record, the status is set to
>>> “Draft”.
>>>
>>>  If I change the status to “Planning” & save, the incident is created.
>>>
>>>  Is there a value or keyword I can include in the email so the incident
>>> is automatically created?
>>>
>>>  SRM 7.6, ITSM 7.5
>>>
>>> Thanks!
>>>
>>> --
>>> Rebecca Boyd
>>> Application Administrator
>>> Wake Forest University
>>>
>>
>>
>>
>> --
>> Rebecca Boyd
>> Application Administrator
>> Wake Forest University
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>
>
> --
> *Tauf Chowdhury
>
> *
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>  _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
Rebecca Boyd
Application Administrator
Wake Forest University

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

Re: SRM:RequestInterface_Create Question

[Boyd, Rebecca]

I just tried that & it still created the Service Request in draft status :(

On Fri, Jan 18, 2013 at 12:58 PM, Tauf Chowdhury  wrote:

> **
> Rebecca, did you try setting the Status field on the Interface form to
> Pending or In Progress?
>
>
> On Fri, Jan 18, 2013 at 12:53 PM, Boyd, Rebecca  wrote:
>
>> **
>> Sorry everyone for posting this without a subject line. I blame it on the
>> weather.
>>
>> We got our first snow of the winter last night (almost 2 inches!) & that
>> always sets our hearts & minds aflutter here in North Carolina.
>>
>>
>> On Fri, Jan 18, 2013 at 10:39 AM, Boyd, Rebecca  wrote:
>>
>>> Good morning listers,
>>>
>>>
>>> I am able to create a Service Request by sending an email to
>>> SRM:RequestInterface_Create.
>>>
>>>
>>> However, it creates only the Service Request, not the corresponding
>>> incident.
>>>
>>>
>>> When I look at said Service Request record, the status is set to
>>> “Draft”.
>>>
>>>
>>> If I change the status to “Planning” & save, the incident is created.
>>>
>>>
>>> Is there a value or keyword I can include in the email so the incident
>>> is automatically created?
>>>
>>>
>>> SRM 7.6, ITSM 7.5
>>>
>>> Thanks!
>>>
>>> --
>>> Rebecca Boyd
>>> Application Administrator
>>> Wake Forest University
>>>
>>
>>
>>
>> --
>> Rebecca Boyd
>> Application Administrator
>> Wake Forest University
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>
>
> --
> *Tauf Chowdhury
>
> *
> _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
Rebecca Boyd
Application Administrator
Wake Forest University

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

SRM:RequestInterface_Create Question

[Boyd, Rebecca]

Sorry everyone for posting this without a subject line. I blame it on the
weather.

We got our first snow of the winter last night (almost 2 inches!) & that
always sets our hearts & minds aflutter here in North Carolina.


On Fri, Jan 18, 2013 at 10:39 AM, Boyd, Rebecca  wrote:

> Good morning listers,
>
>
> I am able to create a Service Request by sending an email to
> SRM:RequestInterface_Create.
>
>
> However, it creates only the Service Request, not the corresponding
> incident.
>
>
> When I look at said Service Request record, the status is set to “Draft”.
>
>
> If I change the status to “Planning” & save, the incident is created.
>
>
> Is there a value or keyword I can include in the email so the incident is
> automatically created?
>
>
> SRM 7.6, ITSM 7.5
>
> Thanks!
>
> --
> Rebecca Boyd
> Application Administrator
> Wake Forest University
>



-- 
Rebecca Boyd
Application Administrator
Wake Forest University

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[no subject]

[Boyd, Rebecca]

Good morning listers,


I am able to create a Service Request by sending an email to
SRM:RequestInterface_Create.


However, it creates only the Service Request, not the corresponding
incident.


When I look at said Service Request record, the status is set to “Draft”.


If I change the status to “Planning” & save, the incident is created.


Is there a value or keyword I can include in the email so the incident is
automatically created?


SRM 7.6, ITSM 7.5

Thanks!

-- 
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Application Administrator
Wake Forest University

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Re: Sending submit instruction to email engine - pwd encryption

[Boyd, Rebecca]

How about putting the userid/pwd in the email template form that's stored
on the server?


On Tue, Oct 30, 2012 at 11:13 AM, Antonio Monizza wrote:

> ** Hi all,
>
> I need to implement a record creation on a table using an email template,
> which is quite simple
>
> my only concern is about a security constraint according to which the
> password must be encrypted (while I assume it is normally not encrypted
> when you fill the template in the mail body before sending it to ARS email
> engine)
>
> There will be a unique userid/pwd designed for this interface, regardless
> of the actual users sending the email, email senders will be outside our
> organization infrastructure network
>
> Is that feasible? Any tips about this topic?
>
> Thanks in advance for your help
>
> Antonello Monizza
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_




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Re: Email Engine Hanging

[Boyd, Rebecca]

We run a PowerShell script which looks for "error" in the stderr.out log.


On Fri, Sep 7, 2012 at 2:23 PM, Karthik  wrote:
> **
>
> Did you check if performance of remedy was good when the email engine was
> hung? Sometimes when the performance is not stable it tends to hang. Also,
> are there any errors in the stderr.out log file?
>
> Regards,
> Karthik
>
> On Sep 7, 2012 11:16 PM, "Leonard Johnson" 
> wrote:
>>
>> hey all,
>>
>> Every now and then our email engine hangs (hasnt everyone's?).  Starting
>> and stopping this will get emails going again but I am wondering if anyone
>> has used ProactiveNet or other monitoring to catch this when it happens.
>> Since the email Engine service is still showing as running, I can't really
>> use that for monitoring.  Any idea of what log or method I can use to
>> proactively catch this prior to customers calling to say they arent getting
>> their notifications?
>>
>> I haven't dug very deep on this yet but this is always the place I find
>> the right answers and putting it out to you all first.
>>
>> Thanks for any input.
>>
>> LJ
>>
>>
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Re: OT - If BMC Remedy had a theme song

[Boyd, Rebecca]

"Remedy and Tequila" (make me crazy)

On Wed, Aug 29, 2012 at 8:24 AM, Reiser, John J wrote:

> **
>
> “My Way” – Ol’ Blue Eyes
>
> ** **
>
> Thank you,
>
> ---
> John J. Reiser
> Remedy Developer/Administrator 
>
> Senior Software Development Analyst
> Lockheed Martin - MS2
> The star that burns twice as bright burns half as long.
> Pay close attention and be illuminated by its brilliance. - paraphrased by
> me 
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Sanford, Claire
> *Sent:* Tuesday, August 28, 2012 6:05 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* EXTERNAL: OT - If BMC Remedy had a theme song
>
> ** **
>
> ** 
>
> 99 bottles of beer on the wall?
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *John
> Sundberg
> *Sent:* Tuesday, August 28, 2012 5:03 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* OT: If BMC Remedy had a theme song
>
> ** **
>
> ** 
>
> ** **
>
> (I went to a baseball game last night (Minnesota Twins) -- and for some
> reason I was paying attention to the theme song for each batter -- kind of
> fun)
>
> ** **
>
> Anyways, if BMC Remedy had a theme song - what would it be?
>
> ** **
>
> ** **
>
> ** **
>
> ** **
>
> ** **
>
> ** **
>
> -John
>
> ** **
>
> ** **
>
> ** **
>
> --
>
> *John Sundberg*
>
> *Kinetic Data, Inc.*
> *"Your Business, Your Process"*
> *Recipient of:*
>
> ** **
>
> WWRUG10 Best Customer Service/Support Award
>
> *WWRUG09 Innovator of the Year Award*
>
> john.sundb...@kineticdata.com
> 651.556.0930  I*  *www.kineticdata.com
>
> ** **
>
>
>
>
>
>
>
>
>
> 
>
> ** **
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
>  _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_




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Re: Monitoring use of Pending status on Incidents

[Boyd, Rebecca]

We did something similar.

We added a review date field to the incident form. If status is set to
pending, a review date is required. An escalation flips the incident back
to assigned on the review date.



On Fri, Aug 24, 2012 at 9:15 AM, Goodall, Andrew C  wrote:

> **
>
> We implemented an escalation to take the incident out of pending after xx
> hours and require user to enter a worklog note to put back into pending.**
> **
>
> ** **
>
> Regards,
>
>  
>
> *Andrew C. Goodall*
>
> Software Engineer
>
> Development Services
>
> ago...@jcpenney.com
>
> ** **
>
> *jcpenney*
>
> 6501 Legacy Drive
>
> Plano, TX 75024
>
> jcp.com
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@arslist.org] *On Behalf Of *Jiri Pospisil
> *Sent:* Friday, August 24, 2012 4:25 AM
> *To:* arslist@arslist.org
> *Subject:* Monitoring use of Pending status on Incidents
>
> ** **
>
> ** 
>
> Hi all,
>
> ** **
>
> I was wondering if there is anybody who implemented any kind of additional
> monitoring or functionality around the Pending status on Incident.
>
> We are seeing here that it is widely used by users as our SLAs are defined
> to pause the clock once the status is set to Pending with certain values in
> Status Reason field. 
>
> This is obviously required in some cases, i.e. when we are awaiting
> response from customer, but tickets can sit in that status for weeks.
>
> ** **
>
> Did anybody implement anything such as limiting access to using Pending
> status only to managers, requiring manager approval before moving to
> Pending status, automatically removing from Pending status after certain
> period of time etc. etc. This is just a sample of what I can think of.
>
> ** **
>
> Would like to hear other people’s experience/suggestions.
>
> ** **
>
> Thanks
>
> Jiri Pospisil
>
> Remedy Specialist, IT Production
>
> *[image: LCH Clearnet logo NEW AUG 2008 small.jpg]*
>
> [image: risk_e-mail]
>
> ** **
>
> ** **
>
> ** **
>
> ** **
>
>  
>
> A copy of the LCH.Clearnet e-mail disclaimer can be found at: *
> www.lchclearnet.com/disclaimer/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.
>
> LCH.Clearnet SA, Siège Social, 18 rue du Quatre Septembre, 75002 Paris,
> Chambre de Compensation conformément au Code Monétaire et Financier.
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
>
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Re: Dataset Permission

[Boyd, Rebecca]

By default datasets do not have any permissions on them. If you want your
general asset users to see a dataset you must go into the CMDB console and
modify the permissions on the dataset to allow the permission group you
want to see it, to see it. For example adding public permissions will allow
your asset users to see these datasets.

>From KA300033



On Wed, Jul 25, 2012 at 11:36 AM, KathyMorris wrote:

> **
>
> Hi,
>
> ** **
>
> In 7.6.4, how do you give permission to everyone to see the dataset?
>
> For some reason, most of the users can not see the new dataset that is
> created.
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_




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Re: Custom status in Incident Mgmt

[Boyd, Rebecca]

Roger's right. Do not insert a status. This is what you have now:

0 - New
1 - Assigned
2 - In Progress
3 - Pending
4 - Resolved
5 - Closed
6 - Cancelled

If you insert a status, this is what you will have:

0 - New
1 - Assigned
2 - In Progress
3 - Pending
4 - Resolved
5 - Transferred
6 - Closed
7 - Cancelled

So everything with a status of value of 5 & above will be messed up.
If you are running any queries or SLAs where the status < Resolved,
Transferred will not be included.

You could try adding a status reason. On my version of 7.5, that means
I have to add the value to sys:status reason menu items & update
Status_Reason_Hidden on HPD:Help Desk.

I'm not sure what your end goal is, but there a couple of fields (on
7.5) which count the individual, group & total transfers. Maybe these
would help?







On Thu, Jul 19, 2012 at 9:39 AM, Roger Justice  wrote:

> **
> Status is a selection filed so you cannot do it for one company. Also
> it store sequential values 0-1-2-3-4 so it will need to be added as the
> last value or all exiting data will display improperly.
>  -Original Message-
> From: Joe 
> To: arslist 
> Sent: Thu, Jul 19, 2012 9:03 am
> Subject: Custom status in Incident Mgmt
>
>  We are looking to add a custom status in Incident Management.
> Currently Statuses:
> New
> Assigned
> In Progress
> Pending
> Resolved
> Closed
> Cancelled
>
> Would like to add another status called "transfered".
>
>
> New
> Assigned
> In Progress
> Pending
> Resolved
> Transfered
> Closed
> Cancelled
>
> What impact would this have?
>
> Multi-tendency (can we do it for just one company?)
>
> Windows, SQL Server05, ITSM 7.0.03
>
> Thank you
>
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Re: BMC Service Request Management 7.6: Administering and Configuring - Houston - 16-Jul-12 to 20-Jul-12

[Boyd, Rebecca]

That's actually a very good list. I'd keep it handy if I were you, Claire.
I'd also still attend the class.

BTW, there are a couple of good SRM "how to" videos posted on both BMC
Support & Developer Community. Depending on how much you've been in SRM so
far they may not make much sense at first but they'll get you familiar with
the steps and screens.

On Mon, Jul 9, 2012 at 2:15 PM, Tauf Chowdhury  wrote:

> ** Oh c'mon Claire, here's all ya need to know about SRM in a few lines
> instead of 4.5 days:
> Step 1. Create Application Template
> Step 2. Create AOT
> Step 3. Create PDT
> Step 4. Create SRD
> Step 5. Create your questions
> Step 6. Map your variables.
> Step 7. (Optional) Give entitlements
> Step 8. Enable Online!
> Step 9. Pat yourself on the back if it is actually visible and works the
> first time around. :)
>
> On Mon, Jul 9, 2012 at 2:11 PM, Sanford, Claire <
> claire.sanf...@memorialhermann.org> wrote:
>
>> Anyone else attending this class???
>>
>> Course Name: BMC Service Request Management 7.6: Administering and
>> Configuring
>> Class Date: 16-Jul-12 to 20-Jul-12
>> Class Time: 09:00 AM - 05:00 PM
>> Class Location: BMC - Houston, TX
>>
>>
>> Claire
>>
>>
>> ___
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>>
>
>
>
> --
> *Tauf Chowdhury
>
> *
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_




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Re: Data Management Client on Windows 7

[Boyd, Rebecca]

I use Windows 7 Enterprise with Office 2010. I had to tinker with DMT to
get it work but don't remember exactly what I did.

On Thu, Jun 28, 2012 at 1:44 PM, Rick Phillips  wrote:

> You have to use the earlier version of Excel-I don't recall which one, but
> 2003 sounds about right.  It has nothing to do with Windows 7, but you
> can't use a recent version of Excel.
>
> rp
>
> On 6/28/2012 10:25 AM, Murnane, Phil wrote:
>
>> Jamie:
>>
>> I've never tried Excel 2007 or later -- I keep a Windows XP virtual
>> machine with Office 2003 specifically to run the DMT.
>>
>> Not much help for you, but there it is.
>>
>> --Phil
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] On Behalf Of Jamie
>> Sent: Thursday, June 28, 2012 13:04
>> To: arslist@ARSLIST.ORG
>> Subject: Data Management Client on Windows 7
>>
>> Has anyone installe the Data Management Client on a Windows 7 workstation
>> with excel 2010?  By default the application installed in the 32 bit
>> Program Files (x86) folder, and even though when I'm trying to use the DMT
>> tool for foundation upload and I select the correct path to for the DMT
>> install, the worksheets are not opened and converted correctly.  For some
>> reason the worksheet is opened with a hard value of the DMT install path of
>> /Program Files/ instead of /Program Files (x86).
>>
>> Has anyone had any luck getting the Data Management Client to work with
>> Windows 7?  I tried opening a ticket with BMC and after two weeks of going
>> back and forth they said it was part of the design and excel that to be
>> 2003.
>>
>> __**__**
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>
> __**__**
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Re: Updating Service CI name

[Boyd, Rebecca]

Anne,

It's been a while since we've talked. How are you?

I am facing the same thing - renaming a Service CI - & found your old post.

How did you rename your Service CI? What did you do?

I am on ITSM 7.5.

Rebecca


On Fri, Aug 13, 2010 at 2:38 PM, Ramey, Anne  wrote:

> **
>
> My management wants to rename a service CI that’s been used for a very
> active service for quite a while.  It is associated with tens of thousands
> (if not hundreds of thousands) of tickets.  The name change fails and it
> appears from system messages that it is reaching the top of the filter
> stack (we have this set to 10,000).  I don’t think doing the same action
> via escalation will help at all.  It’s not as if the name change happened
> and just didn’t update all the association.  The name change itself never
> completes.  Is there no way to change the name of a CI that is associated
> with large numbers of tickets?
>
> ** **
>
> ARS 7.1 p 6
>
> CMDB 2.1 p 4
>
> ** **
>
> Anne Ramey
>
> ***
>
> *E-mail correspondence to and from this address may be subject to the
> North Carolina Public Records Law and may be disclosed to third parties
> only by an authorized State Official.*
>
> ** **
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Re: SRM Console and hiding buttons

[Boyd, Rebecca]

Finding those buttons can be tricky. I'm not sure why you want to hide
"Request Now" but open the SRS:ServiceRequestConsole form in Dev Studio.

Select Edit > Find/Replace from the menu bar.

Type "Request Now" in Find Field  (type = label) & click Find

Dev Studio will find the button & outline in it black.

Do not close the "Find Field" window! Instead, locate the properties
button. Set the Display to False.




On Mon, May 7, 2012 at 2:23 PM, Lotz, David  wrote:

> **
>
> Hello,
>
> ** **
>
> I have a question about SRM 7.6.00. We are running a 7.5.00 environment
> with SRM 7.6.00 and are trying to disable or hide the buttons “Add to Cart”
> and “Request Now” in SRM. Realizing that it would be a pretty much all or
> nothing sort of thing has anyone ever done this? Clearly it isn’t as easy
> as disabling a button on an AR form because of how Data Visualization
> fields work. Also, everything that I have been able to find so far
> indicates that it isn’t something BMC wants you to do.
>
> ** **
>
> *David Lotz**
> **Fifth Third Bank **
> **Enterprise Solutions-Enterprise Applications **
> **Remedy Application Team **
> **email: **david.l...@53.com **
> **P:513.534.3371 **
> **F:513.534.3421**
> **MD:1090W2*
>
> ** **
>  This e-mail transmission contains information that is confidential and
> may be privileged.
> It is intended only for the addressee(s) named above. If you receive this
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> please do not read, copy or disseminate it in any manner.  If you are not
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> assistance in correcting this error is appreciated.
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Re: SRM association

[Boyd, Rebecca]

Try SRM:Request. You may want to add the AppRequestID (CRQ or INC #) to
fields in view.

On Fri, Apr 27, 2012 at 6:54 AM,  wrote:

> SRM: 7.6.04
>
> Do we have a form where we can find all IM & CM tickets associated with
> SRM. I have a issue where even after IM ticket is resolved SRM tickets are
> still in planning status. I need to find all SRM tickets for which
> associated tickets are resolved.
>
> I am not sure if this is a bug in the system but that would be my second
> task.
>
> Thanks in adv.
> Sent on my BlackBerry® from Vodafone
>
>
> ___
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Re: Wonder how many of these tales are true....

[Boyd, Rebecca]

I grew in South Jersey. I can’t vouch for any of these tales, but I can
tell you there’s over a million acres of pines trees & sand called the
“Pine Barrens” in NJ.


The Pine Barrens are as beautiful, lonely & creepy as it gets. Miles &
miles of two lane roads with scrubby pine trees on either side. Every so
often there’s a sandy one lane trail off to one side or the other. Turn off
onto one of these roads. It just gets lonelier & creepier. You might find a
quarry but don’t get too close – you could be up to your knees in sand &
still sinking before you know it. You might see an old wreck of an
abandoned car with bullet holes in every square inch.

And then there are the remains of what looks like an animal carcass. Now
try to find your way back out to the main road.


The Pine Barrens is where the Jersey Devil is said to live. It was also an
episode of The Sopranos, the one where Paulie & Christopher take a Russian
mobster into the woods (the Pine Barrens), end up getting lost & have to
spend the night in an abandoned vehicle.


No wonder many of the places listed on the web page are in or around the
Pine Barrens.





On Fri, Mar 16, 2012 at 4:51 PM, Joe Martin D'Souza wrote:

> **
>
> Is there any truth to it??? Was it ever investigated? Or is it just a
> widespread rumor?
>
>
>  *From:* Jim Manara 
> *Sent:* Friday, March 16, 2012 4:31 PM
> *Newsgroups:* public.remedy.arsystem.general
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: OT: Wonder how many of these tales are true
>
> **
> I grew up in Raritan, NJ and the old librarian is the mother of 4 boys.
> No wonder she is still moving around checking that things are the way they
> are supposed to be.  Like we do when we send test transactions through our
> systems.  Thanks for the memories.
>
> Jim Manara
> 480-273-0934
>
>
>
>
>   Original Message 
> Subject: OT: Wonder how many of these tales are true
> From: Joe Martin D'Souza 
> Date: Fri, March 16, 2012 1:20 pm
> To: arslist@ARSLIST.ORG
>
> **
>
> I tend to have an interest in ‘supernatural’ phenomenon's, and a random
> search for haunted places in New Jersey yielded this result.. I really
> wonder how many of these are really authentic claims.. My guess leans
> towards none..
>
> Anybody living in any of these listed cities that may have heard or know
> anything first hand about any of these listed sites???
>
> http://www.theshadowlands.net/places/newjersey.htm
>
> Joe
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_




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Re: SRM Read-Only Questions

[Boyd, Rebecca]

How about putting the disclaimer information in the Instructions box?

Then make the last question a check box: "I have read the Instructions at
the top."

On Tue, Mar 13, 2012 at 11:09 PM, Mohamed Abdelaziz  wrote:

> **
>
> Has anyone been successful in finding a way to provide a read-only
> question to the end user on an SRD? I know that it might not make sense but
> this is the situation we have. We have few questions on an SRD and we need
> to include a text field with a disclaimer for the customer to read it and
> confirm acknowledgement by checking a check box. The only caveat is that
> the text box cannot be read-only. It’s either required, hidden or optional.
> 
>
> ** **
>
> Environment Specs:
>
> Oracle 10.2
>
> SRM 7.6.02
>
> ITSM 7.6.0
>
> ARS 7.5.04
>
> ** **
>
> Regards,
>
> Moe.
> ** _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_




-- 
Rebecca Boyd
Application Administrator
Wake Forest University

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Re: ITSM 7.6.04 - Modifying Multiple Login IDs (was - RE Modify login id)

[Boyd, Rebecca]

I've used the DLD:SYS:DataWizAction form to bulk update login names. Open
it up & look at it. If you've already used the Data Wizard Console to make
any changes, you can search & see the records.

Here is what I did:

Exported the users that needed changing from CTM:People.

Created a csv file.

Imported the csv file into  DLD:SYS:DataWizAction.

Then - & this is where it gets funky - I used a program called AutoHotKey
to run through the everything I'd imported into DLD:SYS:DataWizAction &
update the records.

The reason I used AutoHotKey is because I could make it wait for the update
action to complete before moving on to the next record. A colleague
recommended this & help me set it up. You may be able to do the same thing
with an escalation if you can make it update only one record at a time.

Even if you don't use AutoHotKey it will be much faster if you import all
of the records into DLD:SYS:DataWizAction. Also, BMC recommends escalations
be disabled before updating login IDs but I don't always do this if the ID
is pretty new & doesn't have many or any records associated with it.

HTH,

Rebecca

On Mon, Jan 16, 2012 at 12:53 PM, Sanford, Claire <
claire.sanf...@memorialhermann.org> wrote:

> I'm going to piggy back on this one
>
> Out of 600 support people I need to modify 176 of their Login IDs.  Using
> the Data Wizard is tedious and very time consuming.  Any ideas on a quick,
> complete and easy way to modify the Login Ids of these people.
>
> There are no tickets to be updated, just Assignment, User, Group, People
> etc. forms and such
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Shellman, David
> Sent: Thursday, November 11, 2010 10:20 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Modify login id
>
> Actually it was intended to be a question.  Noticed I used a period
> instead of a question mark as it was being sent.
>
> Thanks for the answer.
>
> Dave
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
> Sent: Thursday, November 11, 2010 10:14 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Modify login id
>
> Hi,
>
> I guess this was not really a question, but yes, absolutely!
>
>Best Regards - Misi, RRR AB, http://www.rrr.se
>
> > Misi,
> >
> > Since this uses ARMergeEntry this would also work with the server set
> with
> > Submitter Mode locked.
> >
> > Dave
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
> > Sent: Thursday, November 11, 2010 3:14 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Modify login id
> >
> > Hi,
> >
> > It is in the RRR|Commands section and is called RRR|LoginConv:
> > https://www.rrr.se/cgi/tools/main#rrrLoginConv
> >
> > It basically go through all regular forms and update those records that
> > needs to be changed.
> >
> > It does not care which application or version is used, as it performs an
> > exact match in all your fields, including diary-fields and
> status-history.
> >
> > It does not change Modify-Date or Modify-By, as the API-call ARMergeEntry
> > is used (same as Import Tool).
> >
> > Best Regards - Misi, RRR AB, http://www.rrr.se
> >
> > Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10):
> >
> >> Didn't Misi have a login converter tool to do this?   http://www.rrr.se
> >> (although I'm not seeing it in the list of product right now.)
> >>
> >> Thad
> >>
> >> On Wed, Nov 10, 2010 at 12:17 PM, Larry Barnes
> >> wrote:
> >>
> >>> **
> >>> I'm wondering if anyone out there has a simple way of modifying a login
> >>> id for a user and any of their tickets they have created, or been
> assigned.
> >>>
> >>>  We have users that are given a login id one way if they are a
> contractor
> >>> and a different way if they are an employee.  The problem is some
> contractors
> >>> eventually become employees. We want to be able to modify the
> employee's current People,
> >>> User form  records and at the same time modify any tickets associated
> with their
> >>> old login id and link them with their new login id.
> >>>
> >>> I was thinking of creating workflow and a form, for input, but this may
> >>> need to be a SQL script.  I'm just curious if anyone else has done this
> >>> and is willing to share.
> >>>
> >>> We are running on a windows server with ARS 7.5.00 patch 002 with ITSM
> >>> 7.0.03 patch 009
> >>>
> >>> Thanks,
> >>>
> >>> Larry B.
>
>
> ___
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>



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Re: [$$ $$] wrap in email templates

[Boyd, Rebecca]

Try:

[\$\$  \$\$]

On Mon, Dec 19, 2011 at 2:48 PM, Bajwa, Ibrar wrote:

> Hello Everyone!
>
> I am having issues with using a auto-generating ticket via email for
> incidents.
>
> I have narrowed down the issue to tickets that multiple lines in the
> 'details'.
>
> It seems as if any tickets that have multiple lines in 'details' wrapped
> with [$$ text $$] is not accepted by remedy for creating the ticket via
> email. However, details that are simple single line do seem to be
> generating. Below is an example of what works and what doesn't. I have
> tried with $$] on next line and last line in the template of the email.
>
> 
>
> ...
> Details !100151!: [$$Event Name: A Service Incident has been reported
> URL: https://
> Event originator: servername
> Event Severity: 3
> Event received: whatever date
> Event description: This event will be sent any time a service incident is
> reported. A service incident is generated when it is determined that a
> serviceable event has occurred based upon analysis of system-initiated
> events. User Action: Refer to the Recommended Action under the event
> details section.$$]
>
> 
>
> ...
> Details !100151!: Event Name: A Service Incident has been reported
> (Type 4).
>
>
>
> Any assistance would be appreciated. If you require more details, just ask
> away.
>
>
> Ibrar Bajwa
> Remedy Analyst
>
>
> Brookfield Corporate Operations
> Technology Services
> 1 Adelaide Street East, Suite 1400, Toronto, ON M5C 2V9
> T 416.649.8249, F 416.649.8245
> ibrar.ba...@brookfield.com
>
>
>
> View important disclosures and information about our e-mail policies
> http://www.brookfield.com/emaildisclaimer.
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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>



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Wake Forest University

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Cognos & Harvest

[Boyd, Rebecca]

Good morning, everyone. TGIF!

Is anyone using Cognos to report against Remedy?

If so, is it difficult to configure, use and maintain? What are the gotchas?

Has anyone done any integrations with Harvest and Remedy?

If so, is it difficult to configure, use and maintain? What are the gotchas?

Thanks,

Rebecca

ARS & ITSM 7.5ish
Oracle 11g

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Re: ARS Email Engine Issues

[Boyd, Rebecca]

Just had this same problem today on a 7.5 ARS system that's been in
production for a year & a half.

Didn't see any errors in the stdout.log or the arerror log.

Restarting the email engine didn't help.

Opened the email mailbox configuration record for the outgoing mailbox,
toggled the Default Outgoing Mailbox setting, re-saved the configuration,
restarted the email service & everything started processing again.

I'm going to keep a close eye on it.



On Mon, Oct 24, 2011 at 7:21 PM, Kevin Begosh  wrote:

> **
> List,
> I just stood up a brand new version of ARS 7.6.04 with all the
> applications.  Everything has been so far so good.  Today the email engine
> started to for some reason, sending out a few hundred emails and then it
> would stop.  It will not process anymore until I restart the email engine
> and then it sends out a couple hundred more but then stops again.
>
> Has anyone seen this before?
>
> ARS 7.6.04
> Windows 2008, 64 bit
> Oracle 111.2.0.2
>
> We are using SMTP for outgoing email.
>
> --
> Kevin Begosh
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_




-- 
Rebecca Boyd
Application Administrator
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Re: Suite 7.6.04 Service Pack 2 Upgrade Procedures and Guidelines

[Boyd, Rebecca]

They do. It's a 900 number.

On Mon, Oct 24, 2011 at 1:46 PM, Meyer, Jennifer L wrote:

> **
>
> Really, BMC ought to have dedicated psychics standing by on their upgrade
> hotline.
>
>
>
> Jennifer Meyer
>
>
>
> P.S. In the interest of full disclosure, my name really is Jennifer Meyer.
> My maiden name was Jennifer Spaeth.  While in elementary school, I went by
> my step-father’s last name, which is “Schick,” so references to my maiden
> name don’t surface in public records until 1988 or so, and references to my
> current last name don’t surface until 2003.  But the internet didn’t exist
> in any useable form until 1998, so don’t bother checking.  And if you google
> “Jennifer Meyer,” you’ll just find Tobey McGuire’s wife.
>
>
>
> And if anyone steals my identity, I’m just going to kill myself, because
> changing my name is just too freaking hard at 40.
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Easter, David
> *Sent:* Monday, October 24, 2011 1:38 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Suite 7.6.04 Service Pack 2 Upgrade Procedures and
> Guidelines
>
>
>
> **
>
> Just to clarify, if you’ve already gone through the process of implementing
> overlays you would not have to go through it again.   So if you are on ITSM
> Suite 7.6.04 SP1 with overlays in place, just upgrade to SP2.  You do not
> need a staging server, need to run BPCU again, etc.
>
>
>
> Once overlays are in place, all your customizations (extensions and
> modifications) will be identified and preserved as you upgrade to future
> versions.  This is what will make the upgrade process much simpler moving
> forward.
>
>
>
> If you have not yet implemented overlays, you will need to follow the steps
> in the white paper and installation instructions – but just one time… not
> each time you upgrade.
>
>
>
> -David J. Easter
>
> Manager of Product Management, Remedy Platform
>
> BMC Software, Inc.
>
>
>
> The opinions, statements, and/or suggested courses of action expressed in
> this E-mail do not necessarily reflect those of BMC Software, Inc.  My
> voluntary participation in this forum is not intended to convey a role as a
> spokesperson, liaison or public relations representative for BMC Software,
> Inc.
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *patrick zandi
> *Sent:* Monday, October 24, 2011 10:21 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Suite 7.6.04 Service Pack 2 Upgrade Procedures and
> Guidelines
>
>
>
> ** ROFL   : They also mentioned the upcoming, just push a button and walk
> away.. come back later and it is all done..
> That sounds a little scary..   Trust me... Trust me.. Loook into my eyes...
> and Trust me.
> Ahhh... I trust you... I will trust you... alll is fine I am happy.
> it works...
>
> ""The more I work with this the more I dislike it.  I miss the good old
> days when I could just replace the arserver.exe file and the .dll files and
> my patch was done!""
>
> Hurry and Wait Clarie... Hurry and wait ! > We need the year of the
> "administrator/developer" to come back...
> I remember that year..
>
> On Mon, Oct 24, 2011 at 1:11 PM, Sanford, Claire <
> claire.sanf...@memorialhermann.org> wrote:
>
> **
>
> Am I missing something?  Is there a simple document that lists the steps
> require to upgrade from the 7.6.04 SP1 to SP2 version?
>
>
>
>
>
> BMC Remedy IT Service Management
>
> Suite 7.6.04 Service Pack 2 Upgrade
>
> Procedures and Guidelines
>
> White Paper
>
>
>
> Ok, I'm reading this to see how complicated it will be to upgrade from SP1
> to SP 2.
>
>
>
> The document mentions all kinds of version that have nothing to do with
> SP1.
>
>
>
> In their "Staging Server Setup" chart/table document they have: (p20)
>
>
>
> *"This may require multiple downloads per product. For example, to upgrade
> to BMC Remedy*
>
> *ITSM Suite 7.03 Patch 009, you also need to download 7.03, 7.03 Patch
> 007, and 7.03 Patch 009.*
>
> *Version and product information can be found in the Shared Application
> Properties form."*
>
>
>
>
>
> What does this have to do with Upgrading ITSM 7.6.04 SP1 to SP2??? Or even
> 7.6.04 to SP2
>
>
>
> Do I really need a staging server that is the same quality as my prod
> server?  Wasn't the "new and improved" version supposed to make upgrades
> easier?
>
>
>
> In table C-1 "* Table C-1: System objects that may be overwritten during
> an upgrade" *it does not list any of the ITSM application specific
> definitions.  Does that mean they are "safe"?
>
>
>
> The more I work with this the more I dislike it.  I miss the good old days
> when I could just replace the arserver.exe file and the .dll files and my
> patch was done!
>
>
>
>
>
>
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
>
>
> --
> Patrick Zandi
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the 

Re: Database Upgrade - 10g to 11g [I]

[Boyd, Rebecca]

We use 7.5 and upgraded from 10g to 11g. It was a non-event.

On Thu, Oct 20, 2011 at 6:04 AM, Patrick Zandi  wrote:

> **
> For your version u still use client 10 remotely even if on same box...
> Works fine
>
> Sent from my iPhone so typo's or funky words can and do happen!
>
> On Oct 20, 2011, at 5:46 AM, Paul Nicolaides 
> wrote:
>
> ** Classification: For internal use only
>
> ARSListers,
>
> We are currently evaluating an upgrade to Oracle 11g from 10g (Remedy ARS
> 7.1 platform) and would be interested in people experience of doing the
> same. Any issues or areas of concern to be aware of?
>
> Regards,
>
> Paul
>
>
> ---
>
> This e-mail may contain confidential and/or privileged information. If you
> are not the intended recipient (or have received this e-mail in error)
> please notify the sender immediately and delete this e-mail. Any
> unauthorized copying, disclosure or distribution of the material in this
> e-mail is strictly forbidden.
>
> Please refer to http://www.db.com/en/content/eu_disclosures.htm for
> additional EU corporate and regulatory disclosures.
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_




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Re: Server Slow Down

[Boyd, Rebecca]

So, I have 364 records in CAI:Events and 3,353 records in SYS:Action.

I take it this is not a good thing?

On Mon, Oct 10, 2011 at 6:56 PM, Schon, Stuart
wrote:

> **
>
> Check the CAI Event table for a stuck record, I have seen that as an issue
> several times leading to the plugin being unable to start. It should be
> empty. Any record there is transitory like sys:action
>
> ** **
>
> *Stuart Schon**
> **Team Leader**
>
> **Fujitsu Australia Limited*
> 2 Julius Avenue, North Ryde NSW 2113, Australia
> *T* +61 2 9113 9435 *M* +61 458 592 245
> stuart.sc...@au.fujitsu.com
> au.fujitsu.com
>
> 
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Joe Martin D'Souza
> *Sent:* Tuesday, 11 October 2011 06:04
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Server Slow Down
>
> ** **
>
> ** 
>
>  
>
> So although the SYS:Action table has workflow to delete the processed
> records that are no longer needed on that table using as in that example,
> Application-Delete-Entry "SYS:Action" 0407386, it has no way to
> lower the high water mark caused by the continuously growing table.. Over
> time that table is likely to occupy a lot of disk space although the number
> of entries in the table may be quite low.
>
>  
>
> I’m guessing that may be one of the problem.
>
>  ****
>
> Ask your DBA to check into that and see if that’s the problem’..
>
>  
>
> Joe
>
>  
>
>  
>
>  
>
> *From:* Boyd, Rebecca  
>
> *Sent:* Monday, October 10, 2011 2:52 PM
>
> *Newsgroups:* public.remedy.arsystem.general
>
> *To:* arslist@ARSLIST.ORG 
>
> *Subject:* Server Slow Down
>
>  
>
> ** Everyone,
>
> I recently had an issue where performance became very poor and didn't learn
> about the problem in time to capture any logs. However, I saw the following
> repeated in the arerror.log:
>
> 390620 : The AR System Plug-In server is not responding.  Cannot connect to
> the system at this time.  Contact your AR System Administrator for
> assistance. (ARERR 8939)
> Failure during an attempt to perform an application command (ARERR 4554)
> Application-Delete-Entry "SYS:Action" 0407386
>
> ARS 7.5.00 Patch  003
> ITSM 7.5.01 patch 001
> SLM 7.5.00 patch 001;
> SRM 7.6, patch 2
> Windows 2008 Enterprise
> Oracle 11g
>
> Any ideas of what was happening or where to look should this happen again?
>
>
> --
> Rebecca Boyd
> Application Administrator
> Wake Forest University
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ 
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ 
>  _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_




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Server Slow Down

[Boyd, Rebecca]

Everyone,

I recently had an issue where performance became very poor and didn't learn
about the problem in time to capture any logs. However, I saw the following
repeated in the arerror.log:

390620 : The AR System Plug-In server is not responding.  Cannot connect to
the system at this time.  Contact your AR System Administrator for
assistance. (ARERR 8939)
Failure during an attempt to perform an application command (ARERR 4554)
Application-Delete-Entry "SYS:Action" 0407386

ARS 7.5.00 Patch  003
ITSM 7.5.01 patch 001
SLM 7.5.00 patch 001;
SRM 7.6, patch 2
Windows 2008 Enterprise
Oracle 11g

Any ideas of what was happening or where to look should this happen again?


-- 
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Re: Incident work logs sometimes replicate

[Boyd, Rebecca]

Raj,

BMC identified this as Defect # SW00383884.

Rebecca


On Wed, Aug 24, 2011 at 6:08 PM, Rajendra Nimbalkar
wrote:

> **
> Hi Rebecca,
>
> We are having similar issue. I have a ticket with BMC and waiting on reply.
> Can you please share the solution offered by BMC.
>
> Thanks,
> Raj
>
> On Wed, Aug 24, 2011 at 2:05 PM, Boyd, Rebecca  wrote:
>
>> ** Andre,
>>
>> Thanks.
>>
>> I checked the active link & it is correct; it has the button in the
>> execution options.
>>
>> I  just heard from BMC. This may be a known defect.
>>
>> Rebecca
>>
>>
>> On Wed, Aug 24, 2011 at 2:33 PM, Andre Hughes  wrote:
>>
>>> Hi Rebecca,
>>>
>>> This sounds familiar to what we had in our setup.
>>>
>>> Try the following -
>>>
>>> Modify the active link SHR:SHR:SaveActivity_120_ClearFld
>>> In the Execution Options add z3Btn_Add_to_Activity_History to the
>>> Button/Menu Field
>>> Flush Mid-Tier Cache
>>>
>>> See if this fixes it.
>>>
>>> Thanks,
>>>
>>> Andre
>>>
>>>
>>> ___
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>>>
>>
>>
>>
>>  --
>> Rebecca Boyd
>> Application Administrator
>> Wake Forest University
>>
>> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_




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Re: Incident work logs sometimes replicate

[Boyd, Rebecca]

Andre,

Thanks.

I checked the active link & it is correct; it has the button in the
execution options.

I  just heard from BMC. This may be a known defect.

Rebecca

On Wed, Aug 24, 2011 at 2:33 PM, Andre Hughes  wrote:

> Hi Rebecca,
>
> This sounds familiar to what we had in our setup.
>
> Try the following -
>
> Modify the active link SHR:SHR:SaveActivity_120_ClearFld
> In the Execution Options add z3Btn_Add_to_Activity_History to the
> Button/Menu Field
> Flush Mid-Tier Cache
>
> See if this fixes it.
>
> Thanks,
>
> Andre
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
>



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Incident work logs sometimes replicate

[Boyd, Rebecca]

ITSM 7.5, SRM 7.6


When an incident with a related Service Request and at least one public work
log moves from Pending back to Assigned, every public work log replicates.
If there are 5 public work logs, 5 new identical entries are created in
HPD:Worklog.


No new records are created in SRM:WorkInfo. I think something is telling SRM
to push all of its work logs to Incident but I can’t seem to pin it down.


I’ve found mention of similar issues but no solutions. Any ideas?


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Re: Incidents do not always create a corresponding request

[Boyd, Rebecca]

Kevin is THE MAN!!!

This appears to do the trick.

I looked at INT:SRMHPD:INC:UpdateRequest_99_SetSRAppRegistryGUID a million
times & had mixed results tinkering with it, but never once did I even
consider the associated forms.

Thanks for coming through.


On Wed, Jul 20, 2011 at 9:52 AM, Kevin Barker  wrote:

>  Had this exact problem with any incident generated via the
> HPD_IncidentInterfaceCreate form
>
> ** **
>
> Here is what I found
>
> ** **
>
> Have a client company for which the incident rule setting 'Create Request
> on submit' is set to "Yes".
>
> When incidents are submitted for this client via the Help Desk Incident
> Interface Create form the corresponding request is NOT generated.  Checking
> the filter submit logic shows the following sequence of eventswhen the
> IIC filters fire:
>
> 
>
> the filter named "INT:SRMHPD:INC:UpdateRequest_99_SetSRAppRegistryGUID"
> executes.  It runs because the 'SRMS Registry Instance Id' is null and it
> sets the 'SRMS Registry Instance ID' field of the new HPD_Incident Interface
> Create entry to "SR0011439CCAD4ec8UQwCkOLAQlQAA"  which is the instance Id
> of the 'Local SRMS Record' in the CAI:AppRegistry form -- this is okay as
> far as I can tell (at least so far).
>
> All appears normal until the execution of filter
> HPD:HII:CreateIncident_100`!".  This filter performs a push fields action to
> the HPD:Help Desk form with the new HPD_IIC record contents.  The filter
> "INT:SRMHPD:INC:UpdateRequest_99_SetSRAppRegistryGUID" fires again (since we
> are now running filter actions for the HPD:Help Desk create action) BUT this
> time since the 'SRMS Registry Instance ID' field is NOT null so the 'else'
> action of this filter is executed.  This else action simply sets the
> 'Flag_Create_Request' field to '1' (or "No").  This means that the later
> filter that actually set up the logic for  creating the srm request
> corresponding to this new hpd:help desk entry will not fire which means that
> there will be no srm record created.
>
> I could change the filter in question
> (INT:SRMHPD:INC:UpdateRequest_99_SetSRAppRegistryGUID) to not be attached to
> the HPD_IIC form but would like some confirmation that this will fix the
> problem 
>
> I could not find anything related to this in the KB
>
> ** **
>
> And here was BMC’s reply
>
> ** **
>
> Hello Kevin,
>
> ** **
>
> Re: Incidents submitted via HPD_IIC do not generate requests when the
> 'Create Request' incident rule is turned on.
>
> ** **
>
> What you're seeing is Defect SW00377421, and is addressed in the upcoming
> 7.6.04 release of the product. 
>
> ** **
>
> The solution is what you mentioned, just remove the association to the
> _Create form from the Filter.
>
> ** **
>
> Hope this helps, and please let me know if you need more details on it.***
> *
>
> ** **
>
> ** **
>
> The problem is supposed to be fixed in 7.6.04 but I have not installed that
> yet so I can’t confirm. 
>
> ** **
>
> ** **
>
> *Kevin Barker*  
>
> [image: Description: Long View Systems]
>
> Remedy Guy 
>
> .. *
> **Direct:* 403.515.6940 | *Mobile:* 403.991.4400 | *Main:* 403.515.6900
>
> [image: Description: Linkedin]   
> [image:
> Description: Twitter]  [image:
> Description: Facebook] 
> www.longviewsystems.com
> This message and any attached documents are only for the use of
> the intended recipient(s), are confidential and may contain privileged
> information. Any unauthorized review, use, retransmission, or other
> disclosure is strictly prohibited. If you have received this message in
> error, notify the sender immediately, and delete the original message. ***
> *
>
> ** **
>



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Application Administrator
Wake Forest University

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<><><><>

Re: Incidents do not always create a corresponding request

[Boyd, Rebecca]

Yes - thanks - it's easy to forget the basics.

Still doesn't work.

On Tue, Jul 19, 2011 at 3:22 PM, Roger Justice  wrote:

> ** I think Create is supposed to be CREATE.
>
>
>
> -Original Message-----
> From: Boyd, Rebecca 
> To: arslist 
> Sent: Tue, Jul 19, 2011 3:21 pm
> Subject: Re: Incidents do not always create a corresponding request
>
> ** Your memory is correct. Alas, I do have that checked.
>
> There is also a z1D_Command field in this section where I'm entering a
> value of "Create" - I think that's right but I'm not sure.
>
>
> On Tue, Jul 19, 2011 at 3:06 PM, Chowdhury, Tauf 
> wrote:
>
>> **
>>  Memory is fuzzy but I think that on the interface form, there is a field
>> under the SRM section called, ‘Create Request’ with the values Yes and No.
>> 
>> ** **
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] *On Behalf Of *Boyd, Rebecca
>> *Sent:* Tuesday, July 19, 2011 1:53 PM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Incidents do not always create a corresponding request
>> ** **
>> ** 
>> SRM 7.6
>> ITSM 7.5
>>  
>> We recently installed SRM 7.6 on ITSM 7.5. 
>> ** **
>> All of the requests are creating incidents. However, not all of the
>> incidents are creating requests.
>> ** **
>> The incidents which do not create requests are submitted via email. The
>> emails still generate incidents, but not corresponding requests.
>> ** **
>> My latest theory is that something gets hung up at
>> HPD:IncidentInterfaceCreate. I assumed HPD:Help Desk should create the
>> request, but maybe it’s HPD:IncidentInterfaceCreate which should create the
>> Request? I say this because I have some records stuck in
>> IncidentInterfaceCreate. I thought once this form processed a record Remedy
>> deleted it. Under SRMS Integration Fields, everything is blank except for
>> the SRMS Registry Instance ID. It appears to be the correct value & I’m not
>> passing it, so Remedy must be doing something here.
>> ** **
>> I can even create an incident by submitting directly to
>> IncidentInterfaceCreate, but it still never creates a corresponding Request.
>> I think if I can figure out what IncidentInterfaceCreate needs, I’ll solve
>> the email issue.
>> ** **
>> So I think.
>>
>> --
>> Rebecca Boyd
>> Application Administrator
>> Wake Forest University
>>
>> _attend WWRUG11 www.wwrug.com 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.
>>  _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
>
>
> --
> Rebecca Boyd
> Application Administrator
> Wake Forest University
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>  _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_




-- 
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Application Administrator
Wake Forest University

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Re: Incidents do not always create a corresponding request

[Boyd, Rebecca]

I've got "Create Request on Submit" checked in the Incident Management
rules. HPD:Help Desk creates related requests.

The Create Request button is hidden but no matter what it's set to on the
form, workflow seems to dictate the setting.

It's something with HPD:IncidentInterfaceCreate.

On Tue, Jul 19, 2011 at 3:22 PM, strauss  wrote:

> **
>
> There is a setting in Incident Management configuration to turn this on; by
> default it is off and the Create Request radio button on the Incident form
> remains hidden.  Same thing for Change, etc., as I recall.
>
> ** **
>
> 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:
> arslist@ARSLIST.ORG] *On Behalf Of *Chowdhury, Tauf
> *Sent:* Tuesday, July 19, 2011 2:06 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Incidents do not always create a corresponding request
>
> ** **
>
> ** 
>
> Memory is fuzzy but I think that on the interface form, there is a field
> under the SRM section called, ‘Create Request’ with the values Yes and No.
> 
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Boyd, Rebecca
> *Sent:* Tuesday, July 19, 2011 1:53 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Incidents do not always create a corresponding request
>
> ** **
>
> ** 
>
> SRM 7.6
>
> ITSM 7.5
>
>  
>
> We recently installed SRM 7.6 on ITSM 7.5. 
>
> ** **
>
> All of the requests are creating incidents. However, not all of the
> incidents are creating requests.
>
> ** **
>
> The incidents which do not create requests are submitted via email. The
> emails still generate incidents, but not corresponding requests.
>
> ** **
>
> My latest theory is that something gets hung up at
> HPD:IncidentInterfaceCreate. I assumed HPD:Help Desk should create the
> request, but maybe it’s HPD:IncidentInterfaceCreate which should create the
> Request? I say this because I have some records stuck in
> IncidentInterfaceCreate. I thought once this form processed a record Remedy
> deleted it. Under SRMS Integration Fields, everything is blank except for
> the SRMS Registry Instance ID. It appears to be the correct value & I’m not
> passing it, so Remedy must be doing something here.
>
> ** **
>
> I can even create an incident by submitting directly to
> IncidentInterfaceCreate, but it still never creates a corresponding Request.
> I think if I can figure out what IncidentInterfaceCreate needs, I’ll solve
> the email issue.
>
> ** **
>
> So I think.
>
>
> --
> Rebecca Boyd
> Application Administrator
> Wake Forest University
>
> _attend WWRUG11 www.wwrug.com 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.
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ 
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_




-- 
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Application Administrator
Wake Forest University

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Re: Incidents do not always create a corresponding request

[Boyd, Rebecca]

Your memory is correct. Alas, I do have that checked.

There is also a z1D_Command field in this section where I'm entering a value
of "Create" - I think that's right but I'm not sure.


On Tue, Jul 19, 2011 at 3:06 PM, Chowdhury, Tauf wrote:

> **
>
> Memory is fuzzy but I think that on the interface form, there is a field
> under the SRM section called, ‘Create Request’ with the values Yes and No.
> 
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Boyd, Rebecca
> *Sent:* Tuesday, July 19, 2011 1:53 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Incidents do not always create a corresponding request
>
> ** **
>
> ** 
>
> SRM 7.6
>
> ITSM 7.5
>
>  
>
> We recently installed SRM 7.6 on ITSM 7.5. 
>
> ** **
>
> All of the requests are creating incidents. However, not all of the
> incidents are creating requests.
>
> ** **
>
> The incidents which do not create requests are submitted via email. The
> emails still generate incidents, but not corresponding requests.
>
> ** **
>
> My latest theory is that something gets hung up at
> HPD:IncidentInterfaceCreate. I assumed HPD:Help Desk should create the
> request, but maybe it’s HPD:IncidentInterfaceCreate which should create the
> Request? I say this because I have some records stuck in
> IncidentInterfaceCreate. I thought once this form processed a record Remedy
> deleted it. Under SRMS Integration Fields, everything is blank except for
> the SRMS Registry Instance ID. It appears to be the correct value & I’m not
> passing it, so Remedy must be doing something here.
>
> ** **
>
> I can even create an incident by submitting directly to
> IncidentInterfaceCreate, but it still never creates a corresponding Request.
> I think if I can figure out what IncidentInterfaceCreate needs, I’ll solve
> the email issue.
>
> ** **
>
> So I think.
>
>
> --
> Rebecca Boyd
> Application Administrator
> Wake Forest University
>
> _attend WWRUG11 www.wwrug.com 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.
>  _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_




-- 
Rebecca Boyd
Application Administrator
Wake Forest University

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Incidents do not always create a corresponding request

[Boyd, Rebecca]

SRM 7.6

ITSM 7.5



We recently installed SRM 7.6 on ITSM 7.5.


All of the requests are creating incidents. However, not all of the
incidents are creating requests.


The incidents which do not create requests are submitted via email. The
emails still generate incidents, but not corresponding requests.


My latest theory is that something gets hung up at
HPD:IncidentInterfaceCreate. I assumed HPD:Help Desk should create the
request, but maybe it’s HPD:IncidentInterfaceCreate which should create the
Request? I say this because I have some records stuck in
IncidentInterfaceCreate. I thought once this form processed a record Remedy
deleted it. Under SRMS Integration Fields, everything is blank except for
the SRMS Registry Instance ID. It appears to be the correct value & I’m not
passing it, so Remedy must be doing something here.


 I can even create an incident by submitting directly to
IncidentInterfaceCreate, but it still never creates a corresponding Request.
I think if I can figure out what IncidentInterfaceCreate needs, I’ll solve
the email issue.


So I think.

-- 
Rebecca Boyd
Application Administrator
Wake Forest University

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Re: Bulk Change of login ID

[Boyd, Rebecca]

Did you disable escalations first? I think the official instructions
say to do that.

On Thu, Jun 16, 2011 at 8:38 AM, Michael Burton
 wrote:
> **
> Morning all,
>
> Just an update on this, I've tested a login ID change using the Data Wizard
> Console on our development platform, and it's a non-starter. I kicked it off
> on Tuesday at around 11:00hrs, and it's still running. Thinking it might be
> that our dev platform is not exactly built for performance, I also ran the
> same test for a single user on our Prod system, kicking this off at 17:30hrs
> yesterday - that is also still running :(
>
> More investigation required as that doesn't seem quite right to me, as we
> have no performance issues on our prod platform, in fact, when we brought it
> in to service. the performance of our boxes actually caused a problem
> because they were too fast - this was related to rebuilding Service Targets
> and associated milestones.
>
> Cheers
>
> -
> Mike
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_



-- 
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Application Administrator
Wake Forest University

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Re: Bulk Change of login ID

[Boyd, Rebecca]

DLD:SYS:DataWizAction updates a bunch of forms.

Use the Data Wizard Tool to modify one login then check DLD:SYS:DataWizAction.
It will list all the forms it checked & tell you how any records were
updated.

On Tue, Jun 14, 2011 at 4:03 PM, Joe Martin D'Souza wrote:

> **
>
> Does the Data wizard consider existing tickets and the values of field 2,
> 4, and other login name type fields even if they are custom?
>
> If not you may have to write a DB script to get this done.. I had done it
> using a DB script to mass change login names in a system a few years ago
> long before the dawn of these nifty utilities that are now being bundled
> over the past couple of years or so...
>
> Joe
>
>  *From:* Boyd, Rebecca 
> *Sent:* Tuesday, June 14, 2011 8:23 AM
> *Newsgroups:* public.remedy.arsystem.general
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Bulk Change of login ID
>
> ** I've used the DLD:SYS:DataWizAction form to bulk update login names.Open 
> it up & look at it. If you've used the Data Wizard Console to make any
> changes, you can search & see the records.
>
> Here is what I did:
>
> Exported the users that needed changing from CTM:People.
>
> Created a csv file.
>
> Imported the csv file into  DLD:SYS:DataWizAction.
>
> Then - & this is where it gets funky - I used a program called AutoHotKey
> to run through the everything I'd imported into DLD:SYS:DataWizAction.
>
> The reason I used AutoHotKey is because I could make it wait for the update
> action to complete before moving on to the next record. A colleague
> recommended this & help me set it up.
>
> HTH,
>
> Rebecca
>
>
>
>
>
>
>
> On Tue, Jun 14, 2011 at 7:09 AM, Michael Burton <
> michael_bur...@hotmail.co.uk> wrote:
>
>> **
>> Morning,
>>
>> Just wondering if anyone has experience of a bulk update of people's login
>> ID's. Basically we configured our system to use people's email addresses as
>> their User Name. The obvious advantage of this is that your are guaranteed a
>> unique entry for each employee. Authentication takes place against our AD
>> servers.
>>
>> So we are now in the position that due to a company purchase, we are going
>> to have to change everybody's email address, and as such, regardless of
>> short term work arounds we might be able to put in place, each users login
>> ID will need to change too.
>>
>> I've had a dig on support.bmc.com and found questions about using DMT,
>> but it's not designed to do it.
>>
>> It would seem that the best option is to use the Data Wizard Console, but
>> that only works on a 1:1 basis, but it does do the job and updates
>> everything rather than just the CTM:People form and/or the User form. Is it
>> just a case of bite the bullet and crack on with it via the DWC?
>>
>> Cheers
>> -
>> Mike
>>
>>
>> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
>
>
> --
> Rebecca Boyd
> Application Administrator
> Wake Forest University
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_




-- 
Rebecca Boyd
Application Administrator
Wake Forest University

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Re: Bulk Change of login ID

[Boyd, Rebecca]

I've used the DLD:SYS:DataWizAction form to bulk update login names. Open it
up & look at it. If you've used the Data Wizard Console to make any changes,
you can search & see the records.

Here is what I did:

Exported the users that needed changing from CTM:People.

Created a csv file.

Imported the csv file into  DLD:SYS:DataWizAction.

Then - & this is where it gets funky - I used a program called AutoHotKey to
run through the everything I'd imported into DLD:SYS:DataWizAction.

The reason I used AutoHotKey is because I could make it wait for the update
action to complete before moving on to the next record. A colleague
recommended this & help me set it up.

HTH,

Rebecca







On Tue, Jun 14, 2011 at 7:09 AM, Michael Burton <
michael_bur...@hotmail.co.uk> wrote:

> **
> Morning,
>
> Just wondering if anyone has experience of a bulk update of people's login
> ID's. Basically we configured our system to use people's email addresses as
> their User Name. The obvious advantage of this is that your are guaranteed a
> unique entry for each employee. Authentication takes place against our AD
> servers.
>
> So we are now in the position that due to a company purchase, we are going
> to have to change everybody's email address, and as such, regardless of
> short term work arounds we might be able to put in place, each users login
> ID will need to change too.
>
> I've had a dig on support.bmc.com and found questions about using DMT, but
> it's not designed to do it.
>
> It would seem that the best option is to use the Data Wizard Console, but
> that only works on a 1:1 basis, but it does do the job and updates
> everything rather than just the CTM:People form and/or the User form. Is it
> just a case of bite the bullet and crack on with it via the DWC?
>
> Cheers
> -
> Mike
>
>
>  _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_




-- 
Rebecca Boyd
Application Administrator
Wake Forest University

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Re: Configuring email mailbox to send outgoing email messages by using gmail smtp server

[Boyd, Rebecca]

Try setting "email server user" to simply "username." Drop the @gmail.com.

Don't forget to restart the email service after you've made the change.


On Wed, Feb 16, 2011 at 2:35 PM, rahul  wrote:

> **
>
> Hi All,
>
>
>
> I have configured my remedy email client to send email notifications by
> using gmail SMTP server but it’s not sending email messages.
>
>
>
> I have configured AR:Email mailbox configuration with following settings:
>
>
>
> Mailbox name: AREmail_Out
>
> Mailbox Function: Outgoing
>
>
>
> Email Server Type: SMTP
>
> Polling Interval: 10
>
> Email Server Name: smtp.gmail.com
>
> Email server user: usern...@gmail.com
>
> EmailServer Password:
>
>
>
> Can anyone let me know why its not working or what can be done to send
> messages using gmail email server.
>
>
>
> Thanks
>
> Rahul
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: 7.6.03 Incident management

[Boyd, Rebecca]

I have created 2 custom views for HPD:Help Desk in 7.5. I have not been
through a patch/upgrade yet, but you can export view definitions using the
developer tool and then re-import them. I also created custom fields.

One caveat: There is workflow built against the HPD:Help Desk form which
specifies the Remedy "Best Practice" view in the run if qualification. I had
to edit\add some filters & active links to get everything to work on submit.

I would make sure I really understood what these users wanted/needed before
creating too many views. Our views have specific purposes. One was created
for a no vision user & the other is used at a check-in station in our
Service Desk.

HTH,

Rebecca




On Wed, Dec 8, 2010 at 11:18 PM, rey s  wrote:

> **
> Hi All,
>
> currently we have HP service desk and we will be moving towards 7.6.03
> remedy ITSM applications. I have been to BMC training for 7.5 version and
> there was lesson taught about creating form views.
>
> Our management needs 3 different custom views in HPD:Helpdesk form. Can i
> create custom views in 7.6.03 HPD:Helpdesk form? what is the best practices
> guidelines for custom view creation? Can i create custom fields on helpdesk
> form?
>
> I am planning to change the ViewID to the custom range starting 65000
> and in this way, it will not be lost during upgrade. Does anybody created
> custom views with HPD:Helpdesk form in 7.5 or later and does it have any
> impact during upgrade to next version? During upgrade, how do you preserve
> the custom views?
>
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Incident Management and Tasks

[Boyd, Rebecca]

Anne,

What version of ITSM are you using?

We're on 7.5.

Rebecca

On Tue, Dec 7, 2010 at 2:03 PM, Ramey, Anne  wrote:

> **
>
> There is a patch for ITSM to allow you to do this.  For ITSM 7.0.03, it is
> patch 9002.
>
>
>
> Anne Ramey
>
> ***
>
> *E-mail correspondence to and from this address may be subject to the
> North Carolina Public Records Law and may be disclosed to third parties only
> by an authorized State Official.*
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Kevin Thornley
> *Sent:* Monday, December 06, 2010 10:17 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Incident Management and Tasks
>
>
>
> **
>
>
> All
>
> I have a need to implement creating multiple tasks to an Incident for
> assignment to various groups.
> I see that there is a solution for this (Task Groups)with the Change
> Management,  but ony ad hoc tasks are available for Incident Managment  by
> befault.
> It looks like the framework is there for this but the documentation I've
> read so far is vague on what needs to be done to implement this feature.
>
> I would appreciate any comments or suggestions from others on how to go
> about implementing this.
>
> I'm using version Remedy 7.1 Patch 6
>
> Thanks
> Kevin
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
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Re: Best Practice for Customer Resolution Notifications?

[Boyd, Rebecca]

i m havening flashbaks

http://chroniclesofgeorge.nanc.com/

(for our Friday humor)


On Fri, Dec 3, 2010 at 12:34 PM, Meyer, Jennifer L wrote:

> **
>
> I love getting incidents with a subject of “remedy.”  “Chronicles of
> George,” anyone?
>
>
>
> Jennifer Meyer
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Boyd, Rebecca
> *Sent:* Friday, December 03, 2010 11:05 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Best Practice for Customer Resolution Notifications?
>
>
>
> ** By customer demand, we include the Notes field because the summary can
> be too cryptic to be of much use. Customers tend to make the summary
> generic: "Reschedule cron job" or "Can't login."  They include the name of
> the cron job or whatever it is they can't login to in the notes (hopefully).
>
>
> On Fri, Dec 3, 2010 at 10:33 AM, Marsh, Lee  wrote:
>
> **
>
> In addition to Dean’s items we also include a link to a follow-up quality
> control survey.  We get about a 5-10 percent response for the survey.
>
>
>
> Lee.
>
>
>
>
>
> ***
> Lee Marsh
> Remedy Administrator
>
> BAE Systems Office Automation Systems Team
> Antitrust Division, U.S. Department of Justice
>
> Phone:  202-305-9725
>
> Cell:  *202-203-0036*
> Email: lee.ma...@usdoj.gov
> ***
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Meyer, Jennifer L
> *Sent:* Friday, December 03, 2010 8:31 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Best Practice for Customer Resolution Notifications?
>
>
>
> **
>
> Dean,
>
>
>
> Many organizations include the Ticket Number and Summary in the Subject of
> the notification.  In the body, you may want to include the Ticket Number,
> Resolution, and contact information should the customer have questions.
>
>
>
> Another great practice is to ensure that your support personnel actually
> talk to the customer prior to resolving the ticket.  This allows the
> customer to voice any concerns they may have and sign off on the resolution
> before the ticket is resolved.
>
>
>
> Jennifer Meyer
>
> Remedy Technical Support Specialist
>
> State of North Carolina
>
> Office of Information Technology Services
>
> Service Delivery Division ITSM & ITAM Services
>
> Office: 919-754-6543
>
> ITS Service Desk: 919-754-6000
>
> jennifer.me...@nc.gov
>
> http://its.state.nc.us
>
>
>
> E-mail correspondence to and from this address may be subject to the North
> Carolina Public Records Law and may be disclosed to third parties only by an
> authorized State Official.
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Dean Deonier
> *Sent:* Thursday, December 02, 2010 12:55 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Best Practice for Customer Resolution Notifications?
>
>
>
> **
>
> ARSList guys:
>
>
>
> What fields do you include in your email notifications to clients when a
> ticket is resolved?  Summary field only or both the Summary field and the
> Problem_Question field?  Or, do you have some other take?
>
>
>
> If you include the Problem_Question field is it “too much information” for
> the customer.  I would appreciate your viewpoint.
>
> Thanks,
>
>
>
> Dean Deonier
>
> Global Service Desk
>
>
>
>
>
> NOTICE: This email message is for the sole use of the intended recipient(s)
> and may contain confidential and privileged information. Any unauthorized
> review, use, disclosure or distribution is prohibited. If you are not the
> intended recipient, please contact the sender by reply email and destroy all
> copies of the original message.
>
>
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
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Re: Best Practice for Customer Resolution Notifications?

[Boyd, Rebecca]

By customer demand, we include the Notes field because the summary can be
too cryptic to be of much use. Customers tend to make the summary generic:
"Reschedule cron job" or "Can't login."  They include the name of the cron
job or whatever it is they can't login to in the notes (hopefully).



On Fri, Dec 3, 2010 at 10:33 AM, Marsh, Lee  wrote:

> **
>
> In addition to Dean’s items we also include a link to a follow-up quality
> control survey.  We get about a 5-10 percent response for the survey.
>
>
>
> Lee.
>
>
>
>
>
> ***
> Lee Marsh
> Remedy Administrator
>
> BAE Systems Office Automation Systems Team
> Antitrust Division, U.S. Department of Justice
>
> Phone:  202-305-9725
>
> Cell:  *202-203-0036*
> Email: lee.ma...@usdoj.gov
> ***
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Meyer, Jennifer L
> *Sent:* Friday, December 03, 2010 8:31 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Best Practice for Customer Resolution Notifications?
>
>
>
> **
>
> Dean,
>
>
>
> Many organizations include the Ticket Number and Summary in the Subject of
> the notification.  In the body, you may want to include the Ticket Number,
> Resolution, and contact information should the customer have questions.
>
>
>
> Another great practice is to ensure that your support personnel actually
> talk to the customer prior to resolving the ticket.  This allows the
> customer to voice any concerns they may have and sign off on the resolution
> before the ticket is resolved.
>
>
>
> Jennifer Meyer
>
> Remedy Technical Support Specialist
>
> State of North Carolina
>
> Office of Information Technology Services
>
> Service Delivery Division ITSM & ITAM Services
>
> Office: 919-754-6543
>
> ITS Service Desk: 919-754-6000
>
> jennifer.me...@nc.gov
>
> http://its.state.nc.us
>
>
>
> E-mail correspondence to and from this address may be subject to the North
> Carolina Public Records Law and may be disclosed to third parties only by an
> authorized State Official.
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Dean Deonier
> *Sent:* Thursday, December 02, 2010 12:55 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Best Practice for Customer Resolution Notifications?
>
>
>
> **
>
> ARSList guys:
>
>
>
> What fields do you include in your email notifications to clients when a
> ticket is resolved?  Summary field only or both the Summary field and the
> Problem_Question field?  Or, do you have some other take?
>
>
>
> If you include the Problem_Question field is it “too much information” for
> the customer.  I would appreciate your viewpoint.
>
> Thanks,
>
>
>
> Dean Deonier
>
> Global Service Desk
>
>
>
>
>
> NOTICE: This email message is for the sole use of the intended recipient(s)
> and may contain confidential and privileged information. Any unauthorized
> review, use, disclosure or distribution is prohibited. If you are not the
> intended recipient, please contact the sender by reply email and destroy all
> copies of the original message.
>
>
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
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Re: Modify login id

[Boyd, Rebecca E.]

It's on my Home Page listed as "Application Administration Console"
under Administrator Console, the same place you would go to create a new
company, etc.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of LJ LongWing
Sent: Wednesday, November 10, 2010 3:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: Modify login id

 

** 

Rebecca,

Where do you find this 'Application Administration'?someone
mentioned this Data Wizard Console the other day and said it wasn't ITSM
related...but I can't find it.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Boyd, Rebecca E.
Sent: Wednesday, November 10, 2010 1:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Modify login id

 

** 

7.5 provides a tool for this.

 

Application Administration > Custom Configuration > Foundation > Data
Management Tool > Data Wizard Console.

 

You can read about it in the "BMC Remedy IT Service Management 7.5.00
Data Management Administrator's Guide".

 

I seem to recall escalations should be stopped first but consult the
guide.

 

Rebecca

 

 

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Larry Barnes
Sent: Wednesday, November 10, 2010 3:18 PM
To: arslist@ARSLIST.ORG
Subject: Modify login id

 

** 

I'm wondering if anyone out there has a simple way of modifying a login
id for a user and any of their tickets they have created, or been
assigned.  We have users that are given a login id one way if they are a
contractor and a different way if they are an employee.  The problem is
some contractors eventually become employees.  

We want to be able to modify the employee's current People, User form
records and at the same time modify any tickets associated with their
old login id and link them with their new login id.  

I was thinking of creating workflow and a form, for input, but this may
need to be a SQL script.  I'm just curious if anyone else has done this
and is willing to share.

We are running on a windows server with ARS 7.5.00 patch 002 with ITSM
7.0.03 patch 009

 

Thanks,

 

Larry B.

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Re: Modify login id

[Boyd, Rebecca E.]

7.5 provides a tool for this.

 

Application Administration > Custom Configuration > Foundation > Data
Management Tool > Data Wizard Console.

 

You can read about it in the "BMC Remedy IT Service Management 7.5.00
Data Management Administrator's Guide".

 

I seem to recall escalations should be stopped first but consult the
guide.

 

Rebecca

 

 

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Larry Barnes
Sent: Wednesday, November 10, 2010 3:18 PM
To: arslist@ARSLIST.ORG
Subject: Modify login id

 

** 

I'm wondering if anyone out there has a simple way of modifying a login
id for a user and any of their tickets they have created, or been
assigned.  We have users that are given a login id one way if they are a
contractor and a different way if they are an employee.  The problem is
some contractors eventually become employees.  

We want to be able to modify the employee's current People, User form
records and at the same time modify any tickets associated with their
old login id and link them with their new login id.  

I was thinking of creating workflow and a form, for input, but this may
need to be a SQL script.  I'm just curious if anyone else has done this
and is willing to share.

We are running on a windows server with ARS 7.5.00 patch 002 with ITSM
7.0.03 patch 009

 

Thanks,

 

Larry B.

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Out of Office Messages

[Boyd, Rebecca E.]

Good Morning!

 

We've configured our system to allow incoming e-mails to update
incidents. We'd like the process to ignore Out-of-Office messages based
on information contained in the e-mail header. However, when I look at
incoming messages in the AR System Email Messages form, I don't see
complete header information like I do when I view header information in
my local Exchange client. 

 

Is there another form where I can find this information? Or some way to
configure Remedy to capture it?

 

ITSM 7.5.01, ARS 7.5.00

 

Thanks,

 

Rebecca

 

 

Rebecca Boyd

Application Administrator

Information Systems

336.758.5671

 

 

 


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Re: CMDB Class Update Failed Error [ERROR 120028]

[Boyd, Rebecca E.]

Try specifying a field ID.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of sivarama velicheti
Sent: Saturday, October 09, 2010 6:04 PM
To: arslist@ARSLIST.ORG
Subject: CMDB Class Update Failed Error [ERROR 120028]

 

** Hi Group,

   I am trying to add a "test" attribute to the CMDB -
BMC_ComputerSystem class. I open up the class in the class manager and
set the following

   Data Type: Character
   Attribute Name: Test
   Namespace: BMC.CORE
   Field ID: (not specifying any value)
   Entry Mode: Optional
   Audit Option: Null
   Attribute Type: Regular
   QBE Match: Anywhere (and leave the rest of the fields blank)

  After it runs an update, I get the following error - Update failed:
CMDBClass update failed: [ERROR (120028): The attribute cannot be set.;
Field could not be found on the AR form:Dimensions_pool] 

   Is there anything that I am missing? I could find no documentation
regarding this error. Please let me know in case any of you have come
across a similar error.

-- 

 Shiva
 
*
*
*
   ***
**
   *
   - 

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Re: Survey Monkey

[Boyd, Rebecca E.]

Is anyone out there using the Remedy survey in a 7.5 environment? If so,
how's that working for you?

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe Martin D'Souza
Sent: Thursday, September 30, 2010 12:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: Survey Monkey

 

** 

That's the only easy way I would imagine to transfer information from
Remedy to SM automatically to create a survey.

 

You may be able to work around by 'copying' the values, by opening their
web page and and passing values using the URL, but you would need to
know what field values from their web page you would need to pass this
to. This would not automatically submit, without user intervention.

 

Joe

 

 

From: Chowdhury, Tauf   

Sent: Thursday, September 30, 2010 9:33 AM

Newsgroups: public.remedy.arsystem.general

To: arslist@ARSLIST.ORG 

Subject: Re: Survey Monkey

 

** 

Joe,

Survey Monkey support states there is no integration via web services or
any other integration path. 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Mobile:646.483.2779

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe Martin D'Souza
Sent: Wednesday, September 29, 2010 1:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: Survey Monkey

 

Tauf,

 

I'd say find out from their support if they have published web services
that you can have your Remedy application to consume. That's the only
easy way I can think of passing data over the internet to a foreign web
application like Survey Monkey.

 

Joe

 

 

 



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Re: Asset tracking

[Boyd, Rebecca E.]

 

We have and use AM but this is what we did for a small pool of loaner
laptops issued by the Service Desk:

 

Created a form with a character field to contain the loaner name and
imported the loaners into it.

Created a menu against this form.

Added a character field to  Incident & attached the menu.

Added a selection field with the values Issued, Needs, Returned to work
in conjunction with the first menu field along with some workflow for
data integrity. 

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Robert Fults
Sent: Thursday, September 30, 2010 10:23 AM
To: arslist@ARSLIST.ORG
Subject: Asset tracking

 

** 

Does anyone here have a method for tracking assets (in Remedy) that are
temporarily loaned to a department?  Is this something that can be
managed using the Asset Management application (which we don't currently
have)?  We are bringing our Media Equipment team into Remedy and IM
doesn't quite meet their needs.  I started developing a custom app for
them a while back and it was sidelined, but now we are considering
upgrading our licensing and it would include AM.  I suppose the real
question comes down to: should I bother to continue work on the custom
app at this point if a better way is around the corner. 

 

Sincerely,

 

Robert Fults

Remedy Admin/Dev.

Florida International University

Email: rfu...@fiu.edu

http://uts.fiu.edu  

 

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Re: Relation between CI and people

[Boyd, Rebecca E.]

Andreas,

I experienced a similar issue after patch 2.

Check if the people records were modified for the affected relationships. If 
so, the relationships were probably deleted during the recon job.

We disabled the CTM:PPL:OnDelete_DeleteASTAssetPeople filter to stop this from 
happening.

Rebecca



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Andreas Müller
Sent: Friday, September 17, 2010 12:21 PM
To: arslist@ARSLIST.ORG
Subject: Relation between CI and people


Hallo,
we have some Problems with Asset Management 7.5 P2 After the installation of 
patch 2 for ITSM 7.5 we lost about 20-30% of the relations between Ci's and the 
People. 

Who has experienced the same behavior ?

What can be the rootcause for this behavior (loosing the relation).

Thanks in Advance
Andreas

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Service Catalog & CMDB Admin Access

[Boyd, Rebecca E.]

Good morning,

 

Does anyone know of a way to give someone access to the Service Catalog
without giving them full CMDB administrator access?

 

Atrium CMDB 7.5.00 patch 3

 

Thanks and TGIF!

 

Rebecca

 

Rebecca Boyd

Application Administrator

Information Systems

336.758.5671

 

 

 


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<>

Creating an escalation against DLD:SYS:DataWizAction

[Boyd, Rebecca E.]

Good Morning!

 

I have a number of login IDs I need to modify, more than I care to do
one-by-one with the Data Wizard Console.

 

I found DLD:SYS:DataWizAction, imported some records into it and was
able to use the "Re-run" button to modify the login IDs I imported. 

 

Now I'd like to eliminate clicking the Re-run umpteen times. I think I
should be able to create an escalation, but I'm not sure what Action(s)
to specify.

 

Thanks,

 

Rebecca Boyd

Application Administrator

Information Systems

336.758.5671

 

 

 


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Re: Working with JAWS screen reader and ARS

[Boyd, Rebecca E.]

Chad,

I too have a no vision user. He uses the client and either JAWS or
Window Eyes. 

I created a view of the Incident form just for him & did things like set
the tab order to his preference. 

Email me off list & we can share.

Rebecca


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Chad M Whilding
Sent: Tuesday, August 31, 2010 9:51 AM
To: arslist@ARSLIST.ORG
Subject: Working with JAWS screen reader and ARS


Dear list members,

I am learning to use JAWS in an effort to provide support to a No Vision
user.  We hope to gain valuable lessons in making our application more
navigable.  I am focusing on access via the Mid-Tier, as this seems to
be where JAWS provides the best navigation tricks.

This task is quite an experience as I read BMC documentation, goto JAWS
and struggle with what really works.  I have found a few deficiencies,
but am in no way hitting all aspects of our application.  I have found
the document 'Designing BMC Remedy applications for Section 508
compliance.pdf'
quite valuable and at times confusing.

If anyone has blazed this path before me and generated helpful tips in
navigating objects like the Results List, Tables and Menu Lists, would
you be willing to share?

I haven't approached BMC yet concerning issues I found; that generally
never goes well ;)

Thanks for your time.

Regards,
Chad Whilding
Engineer
CSC

3725 Pentagon Blvd., Beavercreek, OH  45431-1706 North American Public
Sector | p: +1-937.320-6342 | f:+1-937-320- | cwhild...@csc.com |
www.csc.com


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Re: Publishing the Change Calendar to Google Calendar

[Boyd, Rebecca E.]

Doug,

 

Thanks! This is great. I liked the line in your PowerPoint presentation:
"Something you can actually show to your manager from your trip to
Vegas."

 

When you say "moderate success", what was so moderate about it? 

 

Rebecca

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Doug Blair
Sent: Wednesday, August 25, 2010 11:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: Publishing the Change Calendar to Google Calendar

 

** 

Rebecca,

 

Yes, with moderate success.

 

I presented a session at WWRUG09 last year which touched on this
subject, and the workflow built to show this off is still available at 

 

http://public.me.com/doug.blair/WWRUG09

 

We built workflow that makes a VEVENT stanza in a separate file for each
change, and then a script that collects all (or some with certain
criteria) of these into one or more VCALENDARs in a .ICS file.  Your web
server then can serve the .ics files to whoever wants to subscribe to
them. The whole calendar is refreshed on demand from your calendar
program (iPhone works very well for this).  In our system the whole
calendar file is rebuilt periodically and the calendar program (e.g.
Google or Outlook or Mac iCal) determines how often the most recent
calendar file is retrieved.

 

With Google specifically, you'll need to be sure that the web server
that contains the .ics files is outside your firewall. I don't think
Google can see it inside...

 

While we're on the subject, WWRUG10! See you there!

 

Doug

 

 

On Aug 25, 2010, at 7:41 AM, Boyd, Rebecca E. wrote:





** 

Hello,

 

Has anyone used ical  to publish the Change calendar to a Google
calendar? We've had some success getting a Google calendar to read from
an ical file,  but what's the best way to get Remedy to write to such a
file and keep it updated and synchronized with the Google calendar?

 

Any help is appreciated.

 

Thanks,

 

Rebecca Boyd

Application Administrator

Information Systems

336.758.5671



 

 

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Doug

 

--

Doug Blair

d...@blairing.com

+1 224-558-5462

 

200 North Arlington Heights Road

Arlington Heights, Illinois 60004

 


 

 

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Publishing the Change Calendar to Google Calendar

[Boyd, Rebecca E.]

Hello,

 

Has anyone used ical  to publish the Change calendar to a Google
calendar? We've had some success getting a Google calendar to read from
an ical file,  but what's the best way to get Remedy to write to such a
file and keep it updated and synchronized with the Google calendar?

 

Any help is appreciated.

 

Thanks,

 

Rebecca Boyd

Application Administrator

Information Systems

336.758.5671

 

 

 


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Re: CMDB learning path?

[Boyd, Rebecca E.]

Ray,

I'm with you : CMDB is a multi-headed, fire breathing beast.

I am currently taking the Web Based Training class:  "Welcome to BMC
Atrium CMDB 7.5: Administering - Part 1". It is 8 hours long.

I have to say it is helping me learn the basics. If you take it: 1)
Don't even think of completing it in one day.  2) Plan to view modules
more than once (there are 8) &  3) If you don't like the pace, turn off
the sound, select the Transcripts tab & read rather than listen. A PDF
of the CMDB CDM 7.5.00 diagram is also provided.

I  ordered  every BMC manual with the words "CDMB" or "Atrium" in the
title. Remember, the first copy of every book is free. I use these in
conjunction with the digital versions.

Finally, I plan to just keep reading,  poking around Atrium & talking
with others until I get it. I may need to be reincarnated.

Rebecca













-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Ray T
Sent: Monday, August 09, 2010 3:36 PM
To: arslist@ARSLIST.ORG
Subject: CMDB learning path?


This is one beast unique in the Remedy platform that I am yet to
conquer. As far as I am concerned, i'ts like a tumor that I didn't pay
attention to when it was small and now it feels it has progressed beyond
control.

Suggestions on learning path? Sequence of books from BMC support site,
trainings? I can do Web Based Training, would prefer not to do
class-based trainings for now now. The objective is to start with basic
understanding, some administration. Would eventually like to progress to
architecture/design.

Thanks in advance.


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