Re: Administrative privileges problem? ARS 6.3
I've created a temp user numerous times using arcache "Ex: -Ua -e001 -n TempUserName -p "" -g "1;" -l 1 -s However, I cannot login with the account I've created. Does the syntax look all right to you all? I also can't run arreload 'cause it indicates I have to have admin. permissions. Going round in circles here unfortunately. Any help would be welcome. Brad Date: Sun, 17 Jul 2011 20:50:07 -0500 From: brad.terh...@hotmail.com Subject: Re: Administrative privileges problem? ARS 6.3 To: arslist@ARSLIST.ORG ** Still broken. Suppose I'll arreload tomorrow morning. Brad Date: Fri, 15 Jul 2011 15:34:15 -0500 From: brad.terh...@hotmail.com Subject: Re: Administrative privileges problem? ARS 6.3 To: arslist@ARSLIST.ORG ** I'm restarting it again. I did that yesterday but better safe than sorry. The arerror.log had some MidTier "user already logged in" entries with my name. However, there wasn't anything referencing TEMPADMIN or Demo (the other accounts I've tried). I'll try arereload I guess if I cannot find this issue resolved after a reboot. It makes me nervous to reload everyone given the current state, but I don't really have a choice. Brad Date: Fri, 15 Jul 2011 12:10:14 -0700 From: jason.mil...@gmail.com Subject: Re: Administrative privileges problem? ARS 6.3 To: arslist@ARSLIST.ORG ** Good, I didn't recognize the name so I wasn't sure if you were a newer admin. :) I wonder if there is an issue with the User cache? I have heard of odd things before when the user_cache table gets out of whack for some reason. Have you restarted the AR system since this issue started? You can also use arreload to rebuild the user_cache. I think the details are in the configuring guide. Are there any errors in the arerror.log or armonitor.log even? Jason On Fri, Jul 15, 2011 at 11:56 AM, Brad Terhune wrote: ** You did not insult me. No worries. I don't actually have direct access to our Oracle database. I've added a TEMPADMIN account using arcache with 1 for group and 1 for license type. And the account logs in with no errors. But when I go to Find an object, none of the applications or the User form is available. I've never had anything quite like this happen before. Brad Date: Fri, 15 Jul 2011 09:47:52 -0700 From: jason.mil...@gmail.com Subject: Re: Administrative privileges problem? ARS 6.3 To: arslist@ARSLIST.ORG ** Do you have allow guest users turn on? One error you mention states that you cannot authenticate. That error would be triggered before you were ever granted a license or your groups are loaded; ruling out APP-Administrator/Administrator and fixed license issues. However you are able to get to to the User Portal which tells me you authenticated or were allowed as a guest. Just to check the very basics, are you using your username in the same case as it is in the User form? I know that is a very, very basic question (and not meant to insult). However it cause the symptoms you are seeing; appear to be authenticated but only have public permissions. Do you have access to query the DB directly? You can check that your password is NULL, that your License Type is = 1 (fixed) and your have group 1 (Administrator) in your Group List. I wouldn't recommend changing the values at the DB level but you can at least validate there are not any issues with your User record. SELECT Login_Name ,Full_Name ,Password ,Group_List ,License_Type FROM User_x WHERE Login_Name = 'YourUsername' On Fri, Jul 15, 2011 at 4:37 AM, Brad Terhune wrote: ** I do use AREA LDAP for authentication. Everyone else works though and they are doing the same. Brad Date: Thu, 14 Jul 2011 14:43:07 -0700 From: jason.mil...@gmail.com Subject: Re: Administrative privileges problem? ARS 6.3 To: arslist@ARSLIST.ORG ** Hi Brad, Do you use Cross Reference Blank Passwords in your environment? I am wondering if there is an issue with the external authentication. Jason On Thu, Jul 14, 2011 at 2:26 PM, Brad Terhune wrote: ** Hey guys! I know I'm behind the times (6.3). Anyway, I was trying to get into Remedy Configuration Manager yesterday and I couldn't. The system indicated I did not have access. So, I tried going directly to SHR:Template (Helpdesk 5.6 forms). And when I tried to modify something I got that I did not have write permissions to fields 4, 7 and 263. So, I figured, "I'll fix this" and went to login through Remedy Admin. But could not log in. I get an "authentication failed" very quickly- it just flashes for a moment- then "Could not successfully login to any server". I've tried on more than one computer and with different versions of the client-side software on XP, Windows Server 2003 and Windows 7. Sa
Re: Administrative privileges problem? ARS 6.3
Still broken. Suppose I'll arreload tomorrow morning.Brad Date: Fri, 15 Jul 2011 15:34:15 -0500 From: brad.terh...@hotmail.com Subject: Re: Administrative privileges problem? ARS 6.3 To: arslist@ARSLIST.ORG ** I'm restarting it again. I did that yesterday but better safe than sorry. The arerror.log had some MidTier "user already logged in" entries with my name. However, there wasn't anything referencing TEMPADMIN or Demo (the other accounts I've tried).I'll try arereload I guess if I cannot find this issue resolved after a reboot. It makes me nervous to reload everyone given the current state, but I don't really have a choice.Brad Date: Fri, 15 Jul 2011 12:10:14 -0700 From: jason.mil...@gmail.com Subject: Re: Administrative privileges problem? ARS 6.3 To: arslist@ARSLIST.ORG ** Good, I didn't recognize the name so I wasn't sure if you were a newer admin. :) I wonder if there is an issue with the User cache? I have heard of odd things before when the user_cache table gets out of whack for some reason. Have you restarted the AR system since this issue started? You can also use arreload to rebuild the user_cache. I think the details are in the configuring guide. Are there any errors in the arerror.log or armonitor.log even? Jason On Fri, Jul 15, 2011 at 11:56 AM, Brad Terhune wrote: ** You did not insult me. No worries. I don't actually have direct access to our Oracle database.I've added a TEMPADMIN account using arcache with 1 for group and 1 for license type. And the account logs in with no errors. But when I go to Find an object, none of the applications or the User form is available. I've never had anything quite like this happen before.Brad Date: Fri, 15 Jul 2011 09:47:52 -0700 From: jason.mil...@gmail.com Subject: Re: Administrative privileges problem? ARS 6.3 To: arslist@ARSLIST.ORG ** Do you have allow guest users turn on? One error you mention states that you cannot authenticate. That error would be triggered before you were ever granted a license or your groups are loaded; ruling out APP-Administrator/Administrator and fixed license issues. However you are able to get to to the User Portal which tells me you authenticated or were allowed as a guest. Just to check the very basics, are you using your username in the same case as it is in the User form? I know that is a very, very basic question (and not meant to insult). However it cause the symptoms you are seeing; appear to be authenticated but only have public permissions. Do you have access to query the DB directly? You can check that your password is NULL, that your License Type is = 1 (fixed) and your have group 1 (Administrator) in your Group List. I wouldn't recommend changing the values at the DB level but you can at least validate there are not any issues with your User record. SELECT Login_Name ,Full_Name ,Password ,Group_List ,License_Type FROM User_x WHERE Login_Name = 'YourUsername' On Fri, Jul 15, 2011 at 4:37 AM, Brad Terhune wrote: ** I do use AREA LDAP for authentication. Everyone else works though and they are doing the same. Brad Date: Thu, 14 Jul 2011 14:43:07 -0700 From: jason.mil...@gmail.com Subject: Re: Administrative privileges problem? ARS 6.3 To: arslist@ARSLIST.ORG ** Hi Brad, Do you use Cross Reference Blank Passwords in your environment? I am wondering if there is an issue with the external authentication. Jason On Thu, Jul 14, 2011 at 2:26 PM, Brad Terhune wrote: ** Hey guys!I know I'm behind the times (6.3).Anyway, I was trying to get into Remedy Configuration Manager yesterday and I couldn't. The system indicated I did not have access. So, I tried going directly to SHR:Template (Helpdesk 5.6 forms). And when I tried to modify something I got that I did not have write permissions to fields 4, 7 and 263. So, I figured, "I'll fix this" and went to login through Remedy Admin. But could not log in. I get an "authentication failed" very quickly- it just flashes for a moment- then "Could not successfully login to any server". I've tried on more than one computer and with different versions of the client-side software on XP, Windows Server 2003 and Windows 7. Same result. I have a ticket in with support but they have not been able to figure out what is going on. I've tried the master level administrator user account and my own administrator account and get the same result.Any one have any ideas? Grateful in Memphis- Brad terhunebterh...@uthsc.edu _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 An
Re: Administrative privileges problem? ARS 6.3
I'm restarting it again. I did that yesterday but better safe than sorry. The arerror.log had some MidTier "user already logged in" entries with my name. However, there wasn't anything referencing TEMPADMIN or Demo (the other accounts I've tried).I'll try arereload I guess if I cannot find this issue resolved after a reboot. It makes me nervous to reload everyone given the current state, but I don't really have a choice.Brad Date: Fri, 15 Jul 2011 12:10:14 -0700 From: jason.mil...@gmail.com Subject: Re: Administrative privileges problem? ARS 6.3 To: arslist@ARSLIST.ORG ** Good, I didn't recognize the name so I wasn't sure if you were a newer admin. :) I wonder if there is an issue with the User cache? I have heard of odd things before when the user_cache table gets out of whack for some reason. Have you restarted the AR system since this issue started? You can also use arreload to rebuild the user_cache. I think the details are in the configuring guide. Are there any errors in the arerror.log or armonitor.log even? Jason On Fri, Jul 15, 2011 at 11:56 AM, Brad Terhune wrote: ** You did not insult me. No worries. I don't actually have direct access to our Oracle database.I've added a TEMPADMIN account using arcache with 1 for group and 1 for license type. And the account logs in with no errors. But when I go to Find an object, none of the applications or the User form is available. I've never had anything quite like this happen before.Brad Date: Fri, 15 Jul 2011 09:47:52 -0700 From: jason.mil...@gmail.com Subject: Re: Administrative privileges problem? ARS 6.3 To: arslist@ARSLIST.ORG ** Do you have allow guest users turn on? One error you mention states that you cannot authenticate. That error would be triggered before you were ever granted a license or your groups are loaded; ruling out APP-Administrator/Administrator and fixed license issues. However you are able to get to to the User Portal which tells me you authenticated or were allowed as a guest. Just to check the very basics, are you using your username in the same case as it is in the User form? I know that is a very, very basic question (and not meant to insult). However it cause the symptoms you are seeing; appear to be authenticated but only have public permissions. Do you have access to query the DB directly? You can check that your password is NULL, that your License Type is = 1 (fixed) and your have group 1 (Administrator) in your Group List. I wouldn't recommend changing the values at the DB level but you can at least validate there are not any issues with your User record. SELECT Login_Name ,Full_Name ,Password ,Group_List ,License_Type FROM User_x WHERE Login_Name = 'YourUsername' On Fri, Jul 15, 2011 at 4:37 AM, Brad Terhune wrote: ** I do use AREA LDAP for authentication. Everyone else works though and they are doing the same. Brad Date: Thu, 14 Jul 2011 14:43:07 -0700 From: jason.mil...@gmail.com Subject: Re: Administrative privileges problem? ARS 6.3 To: arslist@ARSLIST.ORG ** Hi Brad, Do you use Cross Reference Blank Passwords in your environment? I am wondering if there is an issue with the external authentication. Jason On Thu, Jul 14, 2011 at 2:26 PM, Brad Terhune wrote: ** Hey guys!I know I'm behind the times (6.3).Anyway, I was trying to get into Remedy Configuration Manager yesterday and I couldn't. The system indicated I did not have access. So, I tried going directly to SHR:Template (Helpdesk 5.6 forms). And when I tried to modify something I got that I did not have write permissions to fields 4, 7 and 263. So, I figured, "I'll fix this" and went to login through Remedy Admin. But could not log in. I get an "authentication failed" very quickly- it just flashes for a moment- then "Could not successfully login to any server". I've tried on more than one computer and with different versions of the client-side software on XP, Windows Server 2003 and Windows 7. Same result. I have a ticket in with support but they have not been able to figure out what is going on. I've tried the master level administrator user account and my own administrator account and get the same result.Any one have any ideas? Grateful in Memphis- Brad terhunebterh...@uthsc.edu _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"_
Re: Administrative privileges problem? ARS 6.3
You did not insult me. No worries. I don't actually have direct access to our Oracle database.I've added a TEMPADMIN account using arcache with 1 for group and 1 for license type. And the account logs in with no errors. But when I go to Find an object, none of the applications or the User form is available.I've never had anything quite like this happen before.Brad Date: Fri, 15 Jul 2011 09:47:52 -0700 From: jason.mil...@gmail.com Subject: Re: Administrative privileges problem? ARS 6.3 To: arslist@ARSLIST.ORG ** Do you have allow guest users turn on? One error you mention states that you cannot authenticate. That error would be triggered before you were ever granted a license or your groups are loaded; ruling out APP-Administrator/Administrator and fixed license issues. However you are able to get to to the User Portal which tells me you authenticated or were allowed as a guest. Just to check the very basics, are you using your username in the same case as it is in the User form? I know that is a very, very basic question (and not meant to insult). However it cause the symptoms you are seeing; appear to be authenticated but only have public permissions. Do you have access to query the DB directly? You can check that your password is NULL, that your License Type is = 1 (fixed) and your have group 1 (Administrator) in your Group List. I wouldn't recommend changing the values at the DB level but you can at least validate there are not any issues with your User record. SELECT Login_Name ,Full_Name ,Password ,Group_List ,License_Type FROM User_x WHERE Login_Name = 'YourUsername' On Fri, Jul 15, 2011 at 4:37 AM, Brad Terhune wrote: ** I do use AREA LDAP for authentication. Everyone else works though and they are doing the same. Brad Date: Thu, 14 Jul 2011 14:43:07 -0700 From: jason.mil...@gmail.com Subject: Re: Administrative privileges problem? ARS 6.3 To: arslist@ARSLIST.ORG ** Hi Brad, Do you use Cross Reference Blank Passwords in your environment? I am wondering if there is an issue with the external authentication. Jason On Thu, Jul 14, 2011 at 2:26 PM, Brad Terhune wrote: ** Hey guys!I know I'm behind the times (6.3).Anyway, I was trying to get into Remedy Configuration Manager yesterday and I couldn't. The system indicated I did not have access. So, I tried going directly to SHR:Template (Helpdesk 5.6 forms). And when I tried to modify something I got that I did not have write permissions to fields 4, 7 and 263. So, I figured, "I'll fix this" and went to login through Remedy Admin. But could not log in. I get an "authentication failed" very quickly- it just flashes for a moment- then "Could not successfully login to any server". I've tried on more than one computer and with different versions of the client-side software on XP, Windows Server 2003 and Windows 7. Same result. I have a ticket in with support but they have not been able to figure out what is going on. I've tried the master level administrator user account and my own administrator account and get the same result.Any one have any ideas? Grateful in Memphis- Brad terhunebterh...@uthsc.edu _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"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Administrative privileges problem? ARS 6.3
I added a TEMPADMIN user using this command, but I'm not sure I put in the
groups properly as he doesn't have access to User or the other forms I need?
Could you tell me what the group numbers should be for full App-Admin access?
I put in "1". Brad
> Date: Fri, 15 Jul 2011 13:46:19 +
> From: frederick.w.gro...@xo.com
> Subject: Re: Administrative privileges problem? ARS 6.3
> To: arslist@ARSLIST.ORG
>
> You can add a new user using the tools.Personally I always keep an admin
> user with a fixed license in the system that has a local Remedy password.
>
> arcache {-U|-G}{a|d} -e [-g ] [-i ]
> [-c ] [-q <"computed_group_qualification">]
> [-t ] [-lw ] [-m ][-n ]
> [-p ] [-s ] [-x ] [-d] [-u
> ]
> [-r ]
>
> Look in the ConfigGuide PDF on pg 315
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Brad Terhune
> Sent: Friday, July 15, 2011 8:37 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Administrative privileges problem? ARS 6.3
>
> **
> Very strange.
> The only "user" object that comes up is the User Portal. It is as if I'm
> blocked at every turn! It seems to be permissions, but I cannot modify them.
> Any other ideas? Perhaps a way to "re-administrate" an account?
> Brad
>
> -Original Message-
> Date: Fri, 15 Jul 2011 06:38:15 -0500
> From: brad.terh...@hotmail.com
> Subject: Re: Administrative privileges problem? ARS 6.3
> To: arslist@ARSLIST.ORG
>
> **
> I could not seem to get into the User form or SHR:People forms yesterday.
> I'll try to get around that today.
> Brad
>
> -Original Message-
> Date: Thu, 14 Jul 2011 21:42:01 +
> From: claire.sanf...@memorialhermann.org
> Subject: Re: Administrative privileges problem? ARS 6.3
> To: arslist@ARSLIST.ORG
>
> **
> Give the account App-Administrator and Administrator privs and it should work.
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Brad Terhune
> Sent: Thursday, July 14, 2011 4:26 PM
> To: arslist@ARSLIST.ORG
> Subject: Administrative privileges problem? ARS 6.3
> **
> Hey guys!
> I know I'm behind the times (6.3).
> Anyway, I was trying to get into Remedy Configuration Manager yesterday and I
> couldn't. The system indicated I did not have access. So, I tried going
> directly to SHR:Template (Helpdesk 5.6 forms). And when I tried to modify
> something I got that I did not have write permissions to fields 4, 7 and
> 263.
>
> So, I figured, "I'll fix this" and went to login through Remedy Admin. But
> could not log in. I get an "authentication failed" very quickly- it just
> flashes for a moment- then "Could not successfully login to any server".
> I've tried on more than one computer and with different versions of the
> client-side software on XP, Windows Server 2003 and Windows 7. Same result.
>
> I have a ticket in with support but they have not been able to figure out
> what is going on.
>
> I've tried the master level administrator user account and my own
> administrator account and get the same result.
> Any one have any ideas?
>
> Grateful in Memphis-
> Brad Terhune
> bterh...@uthsc.edu
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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Re: Administrative privileges problem? ARS 6.3
Very strange.The only "user" object that comes up is the User Portal. It is as if I'm blocked at every turn! It seems to be permissions, but I cannot modify them. Any other ideas? Perhaps a way to "re-administrate" an account?Brad Date: Fri, 15 Jul 2011 06:38:15 -0500 From: brad.terh...@hotmail.com Subject: Re: Administrative privileges problem? ARS 6.3 To: arslist@ARSLIST.ORG ** I could not seem to get into the User form or SHR:People forms yesterday. I'll try to get around that today. Brad Date: Thu, 14 Jul 2011 21:42:01 + From: claire.sanf...@memorialhermann.org Subject: Re: Administrative privileges problem? ARS 6.3 To: arslist@ARSLIST.ORG ** Give the account App-Administrator and Administrator privs and it should work. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brad Terhune Sent: Thursday, July 14, 2011 4:26 PM To: arslist@ARSLIST.ORG Subject: Administrative privileges problem? ARS 6.3 ** Hey guys! I know I'm behind the times (6.3). Anyway, I was trying to get into Remedy Configuration Manager yesterday and I couldn't. The system indicated I did not have access. So, I tried going directly to SHR:Template (Helpdesk 5.6 forms). And when I tried to modify something I got that I did not have write permissions to fields 4, 7 and 263. So, I figured, "I'll fix this" and went to login through Remedy Admin. But could not log in. I get an "authentication failed" very quickly- it just flashes for a moment- then "Could not successfully login to any server". I've tried on more than one computer and with different versions of the client-side software on XP, Windows Server 2003 and Windows 7. Same result. I have a ticket in with support but they have not been able to figure out what is going on. I've tried the master level administrator user account and my own administrator account and get the same result. Any one have any ideas? Grateful in Memphis- Brad Terhune bterh...@uthsc.edu _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"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Administrative privileges problem? ARS 6.3
I could not seem to get into the User form or SHR:People forms yesterday. I'll try to get around that today.Brad Date: Thu, 14 Jul 2011 21:42:01 + From: claire.sanf...@memorialhermann.org Subject: Re: Administrative privileges problem? ARS 6.3 To: arslist@ARSLIST.ORG ** Give the account App-Administrator and Administrator privs and it should work. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brad Terhune Sent: Thursday, July 14, 2011 4:26 PM To: arslist@ARSLIST.ORG Subject: Administrative privileges problem? ARS 6.3 ** Hey guys! I know I'm behind the times (6.3). Anyway, I was trying to get into Remedy Configuration Manager yesterday and I couldn't. The system indicated I did not have access. So, I tried going directly to SHR:Template (Helpdesk 5.6 forms). And when I tried to modify something I got that I did not have write permissions to fields 4, 7 and 263. So, I figured, "I'll fix this" and went to login through Remedy Admin. But could not log in. I get an "authentication failed" very quickly- it just flashes for a moment- then "Could not successfully login to any server". I've tried on more than one computer and with different versions of the client-side software on XP, Windows Server 2003 and Windows 7. Same result. I have a ticket in with support but they have not been able to figure out what is going on. I've tried the master level administrator user account and my own administrator account and get the same result. Any one have any ideas? Grateful in Memphis- Brad Terhune bterh...@uthsc.edu _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Administrative privileges problem? ARS 6.3
I do use AREA LDAP for authentication. Everyone else works though and they are doing the same.Brad Date: Thu, 14 Jul 2011 14:43:07 -0700 From: jason.mil...@gmail.com Subject: Re: Administrative privileges problem? ARS 6.3 To: arslist@ARSLIST.ORG ** Hi Brad, Do you use Cross Reference Blank Passwords in your environment? I am wondering if there is an issue with the external authentication. Jason On Thu, Jul 14, 2011 at 2:26 PM, Brad Terhune wrote: ** Hey guys!I know I'm behind the times (6.3).Anyway, I was trying to get into Remedy Configuration Manager yesterday and I couldn't. The system indicated I did not have access. So, I tried going directly to SHR:Template (Helpdesk 5.6 forms). And when I tried to modify something I got that I did not have write permissions to fields 4, 7 and 263. So, I figured, "I'll fix this" and went to login through Remedy Admin. But could not log in. I get an "authentication failed" very quickly- it just flashes for a moment- then "Could not successfully login to any server". I've tried on more than one computer and with different versions of the client-side software on XP, Windows Server 2003 and Windows 7. Same result. I have a ticket in with support but they have not been able to figure out what is going on. I've tried the master level administrator user account and my own administrator account and get the same result.Any one have any ideas? Grateful in Memphis- Brad terhunebterh...@uthsc.edu _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Administrative privileges problem? ARS 6.3
Hey guys!I know I'm behind the times (6.3).Anyway, I was trying to get into Remedy Configuration Manager yesterday and I couldn't. The system indicated I did not have access. So, I tried going directly to SHR:Template (Helpdesk 5.6 forms). And when I tried to modify something I got that I did not have write permissions to fields 4, 7 and 263. So, I figured, "I'll fix this" and went to login through Remedy Admin. But could not log in. I get an "authentication failed" very quickly- it just flashes for a moment- then "Could not successfully login to any server".I've tried on more than one computer and with different versions of the client-side software on XP, Windows Server 2003 and Windows 7. Same result. I have a ticket in with support but they have not been able to figure out what is going on. I've tried the master level administrator user account and my own administrator account and get the same result.Any one have any ideas? Grateful in Memphis-Brad terhunebterh...@uthsc.edu ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Helpdesk 5.6- Customers generate their own Remedy tickets?
Good afternoon listers! I know this is a very general question. I’m planning an update to Service Desk very soon. However, in the meantime, I wanted to create a portal where our customers could log in (using AD, already enabled) and submit a service request directly into the Remedy system. Do any of you all do that with Helpdesk 5.6 workflow (older I know). What form did you use to create the portal? Or did you have to write something special? I seem to recall a setting that needed to be clicked in the Administrator tool to give folks create and modification access to only their own tickets? Any feedback would be great. I’m just trying to figure out the best place to start. Currently, our Helpdesk and onsite techs use the HPD:Helpdesk form in the Support view for pretty much everything. Thanks. Brad Terhune bterh...@uthsc.edu ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Trepidation moving from ARS 6.3 to 7.5 with Helpdesk 5.6 baggage
Hey everyone. I am currently running ARS 6.3 (with some patching) and the Helpdesk 5.6 forms. Remember those? I like them. They work wonderfully for us. The server is Windows Server 2003 R2 and the database is remote and Oracle. -Anyway, I am currently buying maintenance and support from BMC. I was told that in order to stay within the realms of support I would need to upgrade ARS to 7.5. -Has anyone else done that using Helpdesk 5.6 with any measure of success? -Also, has anyone moved away from Helpdesk 5.6 to a different, "out of the box" Helpdesk from BMC? What do you think about it? Sorry for such broad questions, but I really would like to know if my present system is sustainable. If not, I'd like to hear what other people on the list tried that worked (or did not work)? Thank you, Brad Terhune brad.terh...@live.com University of Tennessee Health Science Center Memphis, TN ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Helpdesk 5.6 Workflow
Thank you all so much. Fixed! I wasn't looking at the On Close values at all. I just lined up the RtnLoginName ALs with the RequesterName ones for on close and everything is now great! You all are the absolute best. Brad Terhune On Tue, Mar 2, 2010 at 2:09 PM, Agency Enterprise Help Desk wrote: > It should be on the HPD:HPD-OnRtnRequesterName+01_OA_Mod AL: > > On the window open action, under the Mode, Select On Close, that will show > you which fields get populated from the open dialog box. > > Hope this helps. > > Joelie Dudley > Commonwealth of PA > Sr. Application Developer > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:arsl...@arslist.org] On Behalf Of Brad Terhune > Sent: Tuesday, March 02, 2010 2:16 PM > To: arslist@ARSLIST.ORG > Subject: Helpdesk 5.6 Workflow > > Hi list! > For any of you out there running the older Remedy Helpdesk app, I > could use some workflow assistance. In HPD:HPDOnRtnRequesterName+01 > and +02. Once you bring up the Search form and select the proper > individual and then click OK, what action takes the selected person > back to HPD:Helpdesk and populates the form? > > If I look someone up through Requester Login Name+, it brings them > back into HPD:Helpdesk fine. However I can't find any differenence in > the HPD:HPDOnRtnRequesterName ALs and the > HPD:HPDOnRtnRequesterLoginName ALs. > > Any help you all could give would be great! > > Thanks, > Brad Terhune > brad.terh...@gmail.com > > University of Tennessee Health Science Center > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are" > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Helpdesk 5.6 Workflow
Hi list! For any of you out there running the older Remedy Helpdesk app, I could use some workflow assistance. In HPD:HPDOnRtnRequesterName+01 and +02. Once you bring up the Search form and select the proper individual and then click OK, what action takes the selected person back to HPD:Helpdesk and populates the form? If I look someone up through Requester Login Name+, it brings them back into HPD:Helpdesk fine. However I can't find any differenence in the HPD:HPDOnRtnRequesterName ALs and the HPD:HPDOnRtnRequesterLoginName ALs. Any help you all could give would be great! Thanks, Brad Terhune brad.terh...@gmail.com University of Tennessee Health Science Center ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
ARS 6.3 and Helpdesk 5.6 "No Floating Licenses Available"
Hi list. Been a while. I'm currently trying to add some new people to our support group for Remedy access. I'm giving them Helpdesk-Floating licenses and ARS floating licenses. I'm getting an error that indicates: There are no Help Desk Floating licenses available. (ARERR 42338) The preceding message occurred during the execution of active link SHRCFG:PGP-ModPeopleInfo08AddU -- action 1. (ARNOTE 1101) I know that floating means only a certain number of people can log in at once but I thought that as administrator I could assign floating licenses to as large a pool as I wished? Anyone know what might be happening here and how I could fix it? Thanks in advance for any help you can provide. Brad Terhune bterh...@uthsc.edu ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Remedy Oracle database growing very quickly for no apparent reason?
I spoke with Remedy support and went over the API log from last night.
The log was over 1 GB in size. Figured out from the DBA that the
data was being stored in FB:History. I only have one Flashboard, so I
turned off the service and everything seems calm. The DBA will go in
tonight and clean up while the services are off. I still don't really
know what happened but apparently there are now about 28,000,000
records in FB:History. Thanks for the suggestions and assistance!
Brad
On Wed, May 13, 2009 at 4:18 PM, Brad Terhune wrote:
> I am running ARS 6.3 with Helpdesk 5.6. The Remedy services run on a
> Windows 2003 Server box and the databases are on a remote Oracle
> tablespace. The DBA has been confounded by a sudden upsurge or
> ARSERVER process activity creating lots of records. Some of his
> messages appear below:
>
>
> The Remedy database is doing a lot of activity, inserting records,
> updates, etc. It has been running pretty consistent for the last
> couple of days. I have emailed Brad about this, and he is not aware
> of anything on the server. But the processes are connected from the
> Remedy server from the arserver.exe process. I’ve tried killing the
> processes but the server will restart it. The Remedy tablespace is
> about 10G and growing.
>
> We need to get someone to look at this. I am putting a quota of 12G
> on the Remedy database tablespace so that is doesn’t crash the
> database.
>
> Remedy is still doing a lot of database work. Here is a list of
> statements its processing. Does this bring anything to mind as to
> what its trying to do?
>
>
> SQL ID
> SQL Text
> Count
>
> 1csjzk0my2pq3
> table_e_a_a7bf4_20_0_0 1
> avdcjb6g0ybf3
> SELECT C26900 FROM T166 WHERE C1 = '001' 1
> 965apkx75pcxx
> SELECT C26000 FROM T129 WHERE C1 = '017' 1
> db86fqnurxpd0
> table_e_a_40cd7_f_0_0 1
> 67z6vurfts1cy
> UPDATE arschema SET nextId = nextId + 1 WHERE schemaId = 42 1
> 0s29mjn9wxu2k
> table_e_a_40cd7_11_0_0 1
> bfqsyft87hs2y
> SELECT C24005 FROM T73 WHERE C1 = '035' 1
> adxakw3adg33f
> SELECT charMenuId,name,version,smObjProp FROM char_menu ORDE 1
> a3jvwqvwckpgx
> table_e_a_40ccf_d_0_0 1
> 8k2t34c1var7m
> UPDATE arschema SET nextId = nextId + 1 WHERE schemaId = 50 1
> 2d2qpdaxgm9rh
> SELECT charMenuId,name,version,smObjProp FROM char_menu WHER 1
> 23uk2w34bjm24
> SELECT C23009,C26000 FROM T129 WHERE C1 = '0 1
> 7cp5gmctv5f18
> table_e_a_40b0e_18_0_0 1
> 96979yh64d6rq
> table_e_a_a7bf4_1b_0_0 1
> gjqp06u03nmyt
> table_e_a_40d40_11_0_0 1
> 3cc9bcnct8758
> table_e_a_40cd7_15_0_0 1
> d1p1n7m50y3mg
> INSERT INTO H42 (entryId,T0,U0) VALUES ('00025598125',12 1
> ddbqnqgxaxmaj
> SELECT C25034 FROM T166 WHERE C1 = '001' 1
> 2t9zma8gt0m8f
> SELECT C24005 FROM T73 WHERE C1 = '107' 1
> 6xaqdh59gs6s3
> SELECT C25000 FROM T144 WHERE C1 = '0001006' 1
> 5mdf76761gk6q
> SELECT nextId FROM arschema WHERE schemaId = 50 1
> c0ugsw952ykzq
> SELECT nextId FROM arschema WHERE schemaId = 42 1
> a05p2jf1vx8xs
> SELECT C24005 FROM T73 WHERE C1 = '101' 1
> 6a5zk4jt9x02k
> SELECT charMenuId,name,version,smObjProp FROM char_menu WHER 1
>
> Thank you in advance for any help you all can provide.
>
> Brad Terhune
> UTHSC IT Team Leader
> bterh...@utmem.edu
>
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Remedy Oracle database growing very quickly for no apparent reason?
I am running ARS 6.3 with Helpdesk 5.6. The Remedy services run on a
Windows 2003 Server box and the databases are on a remote Oracle
tablespace. The DBA has been confounded by a sudden upsurge or
ARSERVER process activity creating lots of records. Some of his
messages appear below:
The Remedy database is doing a lot of activity, inserting records,
updates, etc. It has been running pretty consistent for the last
couple of days. I have emailed Brad about this, and he is not aware
of anything on the server. But the processes are connected from the
Remedy server from the arserver.exe process. I’ve tried killing the
processes but the server will restart it. The Remedy tablespace is
about 10G and growing.
We need to get someone to look at this. I am putting a quota of 12G
on the Remedy database tablespace so that is doesn’t crash the
database.
Remedy is still doing a lot of database work. Here is a list of
statements its processing. Does this bring anything to mind as to
what its trying to do?
SQL ID
SQL Text
Count
1csjzk0my2pq3
table_e_a_a7bf4_20_0_0 1
avdcjb6g0ybf3
SELECT C26900 FROM T166 WHERE C1 = '001'1
965apkx75pcxx
SELECT C26000 FROM T129 WHERE C1 = '017'1
db86fqnurxpd0
table_e_a_40cd7_f_0_0 1
67z6vurfts1cy
UPDATE arschema SET nextId = nextId + 1 WHERE schemaId = 42 1
0s29mjn9wxu2k
table_e_a_40cd7_11_0_0 1
bfqsyft87hs2y
SELECT C24005 FROM T73 WHERE C1 = '035' 1
adxakw3adg33f
SELECT charMenuId,name,version,smObjProp FROM char_menu ORDE1
a3jvwqvwckpgx
table_e_a_40ccf_d_0_0 1
8k2t34c1var7m
UPDATE arschema SET nextId = nextId + 1 WHERE schemaId = 50 1
2d2qpdaxgm9rh
SELECT charMenuId,name,version,smObjProp FROM char_menu WHER1
23uk2w34bjm24
SELECT C23009,C26000 FROM T129 WHERE C1 = '01
7cp5gmctv5f18
table_e_a_40b0e_18_0_0 1
96979yh64d6rq
table_e_a_a7bf4_1b_0_0 1
gjqp06u03nmyt
table_e_a_40d40_11_0_0 1
3cc9bcnct8758
table_e_a_40cd7_15_0_0 1
d1p1n7m50y3mg
INSERT INTO H42 (entryId,T0,U0) VALUES ('00025598125',121
ddbqnqgxaxmaj
SELECT C25034 FROM T166 WHERE C1 = '001'1
2t9zma8gt0m8f
SELECT C24005 FROM T73 WHERE C1 = '107' 1
6xaqdh59gs6s3
SELECT C25000 FROM T144 WHERE C1 = '0001006'1
5mdf76761gk6q
SELECT nextId FROM arschema WHERE schemaId = 50 1
c0ugsw952ykzq
SELECT nextId FROM arschema WHERE schemaId = 42 1
a05p2jf1vx8xs
SELECT C24005 FROM T73 WHERE C1 = '101' 1
6a5zk4jt9x02k
SELECT charMenuId,name,version,smObjProp FROM char_menu WHER1
Thank you in advance for any help you all can provide.
Brad Terhune
UTHSC IT Team Leader
bterh...@utmem.edu
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Escalations in Remedy Helpdesk 5.6
Hi list. I have not looked at the escalations we fire in quite some time and I could use a bit of a refresher. Currently, when a ticket is assigned, an e-mail is sent to the assignee. It is sent one time. I would like to set up an escalation (or modify an existing one) so that those "e-mail reminders" are sent if a ticket remains in the assigned state 14 days and I'd like it to recur every 14 days until the Status changes. I'd also like their manager to receive the escalation notice every 14 days recurrently. Right now, the manager gets one if the call is open 24 hours without a status change. Perhaps these aren't controlled by escalations at all but through filters? Any help would be much appreciated. Thanks, Brad ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: ARS 6.3 and Remedy Helpdesk 5.6- what to do next . . .
Thank you to everyone for all of the good advice. I am going to attempt to move ARS from 6.3 to 7.1 and our Helpdesk 5.6 to Service Desk 7.1. I don't want to move too high up the food chain too quickly. I'm contacting my sales rep to see if there's anything that needs to happen there, and I've submitted a ticket into support for advice regarding documentation and anything else. My primary concern is moving the 80,000+ cases we have in HPD:Helpdesk into the new system. If you all have any other advice please send it my way as any and all will be appreciated. Of course, setting up the MidTier, Email Engine, Flashboards, etc. will be no picnic either. I really hope 7.1 can look at the Oracle database and upgrade it. That would be super nice. Brad Terhune UTHSC Memphis bterh...@utmem.edu ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
ARS 6.3 and Remedy Helpdesk 5.6- what to do next . . .
Hello list! I'm going to go ahead and throw it out there- my ARS is a total dinosaur. I'm running ARS 6.3 on Windows Server 2003 on a remote Oracle database. We now have a Remedy Helpdesk application that is on version 5.6. Overall I'm pretty happy with the system except for the support costs. I have not had to go get any support for the product for almost 18 months though I still pay for it. And now, the rub. I have no idea what ARS 7 much less ARS 7.5 looks like, or what it costs. I'm pretty sure there is no longer a Helpdesk application. And I am dreading doing an upgrade, and I'm not even sure what we'd have to pay to make one happen. Has anyone moved from ARS 6.3 and Helpdesk to the new ARS and some other Helpdesk-like product? How did the costs change? Was it very difficult? I only have basic support through BMC so I'm having trouble getting the information I need though I will be calling them this afternoon to find out what my options are. They certainly did not have a problem selling me support this year . . . Thanks, Brad Terhune ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
ARS 7
Hi list! I could really use some help. I have been blissfully "coasting" along with ARS 6.3 Helpdesk v. 5.6. However, I know that I need to upgrade my ARS version. I am running on a Windows Server 2003 platform with a remote Oracle database (10i I think thought the DBA could confirm unconditionally). Is the upgrade as big a deal as it would appear based on what I have read in the past, or is it no different than the upgrades had to do from 5 to 6, etc? I really like the Helpdesk 5.6 application and have customized it. I could just use any advice, war stories, warnings that you all would feel inclined to give. Thank you, Brad Terhune [EMAIL PROTECTED] IT Team Leader University of Tennessee Health Science Center ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Error message when running CR with AR UT 7.1
Thank you Dave. I have actually never used CR except through the user tool. I am going to see if I can download a copy. Thanks again, Brad On 10/1/07, [EMAIL PROTECTED] <[EMAIL PROTECTED]> wrote: > ** > > Brad, > I have found in the past when a report return this error it is out of sync > with the database. The error should resolve if you open the report with CR > and then verify the database. Usually the CR will want to remap a couple of > fields and once it is complete your report should run. Additionally you may > want to ensure that Use Underscores is checked in the ODBC settings for your > CR development system and for any systems the report will be run on. > > HTHs > Dave > > > - Original Message > From: Brad Terhune <[EMAIL PROTECTED]> > To: arslist@ARSLIST.ORG > Sent: Sunday, September 30, 2007 10:07:36 PM > Subject: Error message when running CR with AR UT 7.1 > > > All my reports run fine except the one I actually need! I get the > following error message when running a the Case Count for Category, > Type, Item under Helpdesk, Case Information, My Resolved Cases: > An error occurred while generating the Crystal report: 0x800473ce - > This field name is not known. (ARERR 1904) > > I looked in the ODBC under Administrative Tools. I am running this > under Vista using User Tool 7.1 and my server is AR 6.3. > > I thought it might be Vista and user tool 7.1 so I tried running it > off the server running Windows Server 2003 and UT 6.3. I could not > get any of the reports to run off that box. Numerous errors- possibly > ODBC issues but I'm not sure. > > Does anyone have any suggestions for me fixing this particular report > on my workstation (Resolved Case Counts by Category, Type, Item)? > Thanks, > Brad > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the > Answers Are" > > > > Fussy? Opinionated? Impossible to please? Perfect. Join Yahoo!'s user panel > and lay it on us. __20060125___This > posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Error message when running CR with AR UT 7.1
All my reports run fine except the one I actually need! I get the following error message when running a the Case Count for Category, Type, Item under Helpdesk, Case Information, My Resolved Cases: An error occurred while generating the Crystal report: 0x800473ce - This field name is not known. (ARERR 1904) I looked in the ODBC under Administrative Tools. I am running this under Vista using User Tool 7.1 and my server is AR 6.3. I thought it might be Vista and user tool 7.1 so I tried running it off the server running Windows Server 2003 and UT 6.3. I could not get any of the reports to run off that box. Numerous errors- possibly ODBC issues but I'm not sure. Does anyone have any suggestions for me fixing this particular report on my workstation (Resolved Case Counts by Category, Type, Item)? Thanks, Brad ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Help with Reports out of Remedy User Tool 7.1
With the assistance of Remedy Support I was able to get the reporting function to work and can now look at the pre-made Crystal Reports in Remedy. I have been asked to pull down into a report the number of calls we received per month and their *Item classification (basically how many of each type of call we received per month) over a 12 month period. I started with September of a year ago and queried up all the cases. Then went to start creating my report. I cannot seem to get it to count each Item group even though I asked it to group on Item- and even if I could I can tell this report is going to be darn ugly. Anyone have any advice on a better way to create reports out of Remedy? Are there some prebuilt reports somewhere I could download? How are others pulling their report data out of Remedy? I remember back in the Remedy User 4.5 days I could get some pretty good looking reports. I just don't see anything in the present user tool. Thanks, Brad AR Server OS: Windows Server 2003 ARServer: 6.1.3 Helpdesk version: 5.6 Oracle 10 on a remote database Windows Vista workstation in my office (that is why I'm using UT 7.1) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Remedy Reports
Good afternoon list! It has been some time since I did reporting out of Remedy using the User tool. I could use a little help. I messed with it a bit today and have been unable to get the report I want. I'm wondering if it is possible to do straight out of the Remedy User tool. I want to generate a report that lists the number of calls we have received from each department (every case has a populated department field). I have also created a drop down menu that has a default of .25 but can go as high as 40. I want the report to sum the value of this field by department. For example: College of Allied Health 432 cases Sum of field = 46 College of Engineering 521 cases Sum of field = 121 And so forth and so on. So far, I can only get the report to list one case after the other with department listed over and over, the drop down value listed over and over . . . I cannot get it to group the department field and work on the relevant associated data for cases with that department designation. I'm sorry if this makes no sense. Thanks in advance for any help you could provide. Brad Terhune ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Remedy Helpdesk: Bringing up SHR:People fields in HPD:Helpdesk
Good afternoon listers! I was hoping you all could help me with a bit of form to form shuffling. On our SHR:People form we are running a daily update out of our Oracle personnel database that populates certain fields in SHR:People. Not all of those fields show up on the HPD:Helpdesk form (Support view) when we query up users and create tickets. Clicking the Profile button and bringing up SHR:People shows the fields and information, but I want those fields to actually appear on the HPD:Helpdesk form when we query someone up. For example, "Fax Number" is on the SHR:People form but not on the HPD:Helpdesk form. Does anyone know of a good way to populate that data on the HPD:Helpdesk form? It does not appear to be as easy as calling a Set Fields AL from the SHR:People form to HPD:Helpdesk. Any help would be appreciated. Thanks, Brad ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
ARERR 623 AREA LDAP problem
Good morning list! Pardon my ignorance but I cannot figure this one out. All of the users that I have authenticating off our Active Directory cannot log in this morning (all of a sudden, was working Friday). Exchange and domain computer logins work fine on AD so it does not seem to be directly tied to AD. I have restarted the box and commented out the external authentication line in the ar.cfg file and restarted the services. Didn't work. I cannot find an error log that i can use but I don't know where to start to look. I am running ARS 6.3, Helpdesk 5.6 on a Windows Server 2003 box. Oracle back end. The Windows firewall is off. Thanks, Brad ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Helpdesk Management Escalation
I wanted to start including the work logs in the "Case ID [number here] has been escalated" messages I have been receiving. I believe I found the proper filter at RSM:ESC-SendHPDNotif. However, it looks like it pulls out of RSM:Escalation and the Work Log field is not included. I was wondering if anyone had any recommendations as to how to a good way to do this without messing things up too much. I was thinking I could modify the present Notify action or add another notify action that references HPD:Helpdesk? Has anyone implemented anything like this? Thanks, Brad Terhune [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
E-mail Notification Troubleshooting
Hello list! I am running ARS 6.3 patch level 21 on a Windows 2003 Server box with an Oracle database back end. The last couple of weeks we have stopped getting e-mails out of the system. I cannot help but think that I did something wrong (changed a password I should not have or some such). The notices in the stderr.log in the AREmail directory indicate over and over: Mar 30, 2007 4:07:22 PM com.remedy.arsys.emaildaemon.LoggingModule doWork SEVERE: Authentication failed Mar 30, 2007 4:37:22 PM com.remedy.arsys.emaildaemon.LoggingModule doWork SEVERE: Authentication failed Mar 30, 2007 5:07:22 PM com.remedy.arsys.emaildaemon.LoggingModule doWork SEVERE: Authentication failed Can you all tell me where I should look to change the authentication? I have been in the the AR Email Mailbox Configuration form but I did not see anything out of place. Thanks for any help you can provide. Brad Terhune [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Microsoft Service Desk
All right. I am sure everyone will throw stones at once, but I have to ask. What do you all know about Microsoft's Service Desk effort? Anyone seen anything in regards to it or know anything about it so that we might be able to get some idea how it will stack up against BMC Remedy? In my case, BMC Remedy Helpdesk? Thank you, Brad Terhune [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Remedy Helpdesk and ARS 7
Is anyone running ARS 7 with Helpdesk 5.6 on Windows Server 2003? If so, does it work all right? I don't understand the Helpdesk product offering on BMC's site at this time. There is something called Helpdesk v. 9? But it is not available for download. There is also something called BMC Remedy Service Desk Application and ARS. Could someone help me understand how the product line is changing? If it is? Thanks, Brad Terhune ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Service Desk Express vs. Remedy Helpdesk
Hi list! I have some technical specs on Service Desk Express from BMC. Is this basically Helpdesk Light? Are any of you all using Service Desk Express? I have ARS 6.3 and Helpdesk 5.6 and I have customized the forms quite a bit. I have asked our sales rep. for pricing but have not gotten a response yet. I like my Helpdesk product fine- it is the support costs per year that I don't like. I am trying to figure out a way to decrease that amount and thought this could be a way to do it. Thanks for any help you all can provide. Brad Terhune ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Some help regarding Remedy usage
I have been using Remedy Helpdesk here since about 1998. Right now we use Remedy to document trouble issues, notify the techs responsible for fixing an issue, and then subsequently documenting their fix to the problem. I run reports from time to time to see how we are doing. But I have been thinking that perhaps these functions could be best accomplished by our Oracle application development group in house. We have a pretty large application development group who create applications on top of Oracle and they are very talented folks. I am primarily concerned with how much using Remedy costs our computer services department. The cost for support, and the cost for adding users to the system just seems too high to justify our current usage. I have thought numerous times about expanding the system to incorporate other entities on our campus, but our Oracle developers are able to take care of the other departments on campus at a more competitive cost. However, it is not my intention to post a gripe about Remedy costs. I would rather figure out ifI am doing wrong as far as system utilization. As Remedy administrators, what do you all feel that Remedy specifically does that could not be efficiently developed using Oracle programming tools? What are some of the things you all are doing with AR and Remedy Helpdesk that I might consider implementing or enhancing? Thanks, Brad Terhune [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
VIP Button in Helpdesk 5.6
Somehow I have broken my VIP designation in the Remedy Helpdesk Support form. None of the folks that have a VIP designation in the SHR:People table get the VIP button anymore. I took the Hidden value off the VIP button, but of course, all that did was make it show up for everybody. Can anyone help me the workflow that makes this particular item come up? Anyone have any ideas what I might have done to break this? ARS 6.3 Helpdesk 5.6 WIndows 2003 Server Oracle back end. Thanks for any help you can give! Brad Terhune ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
MySoft and Remedy
Hello list! Our telecome department here currently uses an application called MySoft. My understanding is that MySoft and Remedy can integrate? Has anyone ever done an integration with these products. I don't have much info on MySoft right now. My ARS is 6.3 and I running Helpdesk v5.5 on a Windows 2003 Server with an Oracle back end. Any experiences or advice would be most welcome. Thanks, Brad ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
ARS 6.3 MidTier problem
Hi list! I have been very distracted with other projects but just found out a few minutes ago that no one can access my Remedy web pages! I found this in the MidTier log. Can anyone help me figure out what this is trying to tell me? I am running IIS 6, Windows Server 2003, ARS 6.3, MidTier 6.3 on an Oracle remote database. Is this a serious problem or should I look elsewhere. I have restarted the box and restarted IIS Admin, WWW and HTTPS services. Still nothing. Thanks for any help you can give. Brad Apr 13, 2006 12:09:26 PM - WARNING (com.remedy.midtier.CACHE) : (Thread 20) Reaping cache Group maps for permissions change on server uthscremedy Apr 13, 2006 12:09:26 PM - WARNING (com.remedy.midtier.PERFORMANCE) : (Thread 20) Reaping cache Group maps for permissions change on server uthscremedy Apr 13, 2006 12:09:26 PM - WARNING (com.remedy.midtier.CACHE) : (Thread 20) Reaping cache Role maps for permissions change on server uthscremedy Apr 13, 2006 12:09:26 PM - WARNING (com.remedy.midtier.PERFORMANCE) : (Thread 20) Reaping cache Role maps for permissions change on server uthscremedy Apr 17, 2006 8:09:26 AM - WARNING (com.remedy.midtier.CACHE) : (Thread 20) Reaping cache Group maps for permissions change on server uthscremedy Apr 17, 2006 8:09:26 AM - WARNING (com.remedy.midtier.PERFORMANCE) : (Thread 20) Reaping cache Group maps for permissions change on server uthscremedy Apr 17, 2006 8:09:26 AM - WARNING (com.remedy.midtier.CACHE) : (Thread 20) Reaping cache Role maps for permissions change on server uthscremedy Apr 17, 2006 8:09:26 AM - WARNING (com.remedy.midtier.PERFORMANCE) : (Thread 20) Reaping cache Role maps for permissions change on server uthscremedy Apr 17, 2006 9:09:26 AM - WARNING (com.remedy.midtier.CACHE) : (Thread 20) Reaping cache Group maps for permissions change on server uthscremedy Apr 17, 2006 9:09:26 AM - WARNING (com.remedy.midtier.PERFORMANCE) : (Thread 20) Reaping cache Group maps for permissions change on server uthscremedy Apr 17, 2006 9:09:26 AM - WARNING (com.remedy.midtier.CACHE) : (Thread 20) Reaping cache Role maps for permissions change on server uthscremedy Apr 17, 2006 9:09:26 AM - WARNING (com.remedy.midtier.PERFORMANCE) : (Thread 20) Reaping cache Role maps for permissions change on server uthscremedy Apr 18, 2006 9:09:26 AM - WARNING (com.remedy.midtier.CACHE) : (Thread 20) Reaping cache Group maps for permissions change on server uthscremedy Apr 18, 2006 9:09:26 AM - WARNING (com.remedy.midtier.PERFORMANCE) : (Thread 20) Reaping cache Group maps for permissions change on server uthscremedy Apr 18, 2006 9:09:26 AM - WARNING (com.remedy.midtier.CACHE) : (Thread 20) Reaping cache Role maps for permissions change on server uthscremedy Apr 18, 2006 9:09:26 AM - WARNING (com.remedy.midtier.PERFORMANCE) : (Thread 20) Reaping cache Role maps for permissions change on server uthscremedy Apr 18, 2006 11:09:26 AM - WARNING (com.remedy.midtier.CACHE) : (Thread 20) Reaping cache Group maps for permissions change on server uthscremedy Apr 18, 2006 11:09:26 AM - WARNING (com.remedy.midtier.PERFORMANCE) : (Thread 20) Reaping cache Group maps for permissions change on server uthscremedy Apr 18, 2006 11:09:26 AM - WARNING (com.remedy.midtier.CACHE) : (Thread 20) Reaping cache Role maps for permissions change on server uthscremedy Apr 18, 2006 11:09:26 AM - WARNING (com.remedy.midtier.PERFORMANCE) : (Thread 20) Reaping cache Role maps for permissions change on server uthscremedy ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
