Engage: info on how to rate submitted sessions

[Brock, Anne]

https://communities.bmc.com/ideas/12812



Anne Brock
Principal SC
BMC Software
209-417-0481
anne_br...@bmc.com


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Re: Engage 2016 Call for Papers - due March 7 - a discussion suggestion .... technical topics to be covered? URL error fixed below

[Brock, Anne]

Thanks for that correction!

I just got an email that the deadline is extended to March 11, so you have a 
little more time to submit something!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of arslist
Sent: Monday, March 07, 2016 5:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: Engage 2016 Call for Papers - due March 7 - a discussion 
suggestion  technical topics to be covered? URL error fixed below

**
I head back from support, apparently the problem is that if you click on the 
URL we were given, the final ] is not part of it
I should have noticed that it was black on my screen not blue... The 
following works
https://communities.bmc.com/community/engage/content?filterID=contentstatus[published]~objecttype~objecttype[idea]<https://communities.bmc.com/community/engage/content?filterID=contentstatus%5bpublished%5d~objecttype~objecttype%5bidea%5d>

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of arslist
Sent: March 6, 2016 8:48 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Engage 2016 Call for Papers - due March 7 - a discussion 
suggestion  technical topics to be covered?

**
I have submitted my problem trying to get to where we can vote, I am wondering 
if anyone else is getting this?
When I try to get there, logged in with my Communities ID, I get:
"The area of BMC Communities is visible to registered logged in users. If you 
are logged in when you receive this message then you might not have sufficient 
access privileges to view requested page. Please contact us 
<http://www.bmc.com/forms/nlg/nlg-4200.html> if you need any further 
assistance."

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: March 4, 2016 4:01 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Engage 2016 Call for Papers - due March 7 - a discussion 
suggestion  technical topics to be covered?

**
Everyone,

I would strongly encourage you to use the Communities Forum for Engage for 
submitting the "I would like to see but I am not the presenter" type topics.  
That gives visibility to the ideas to everyone.  It gives a chance to vote if 
interested.  It may give you new ideas of things to propose yourself.

Doug

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brock, Anne
Sent: Friday, March 04, 2016 9:56 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Engage 2016 Call for Papers - due March 7 - a discussion 
suggestion  technical topics to be covered?

**
Some of the topics were submitted as Ideas on the Engage forum - you can vote 
on those
https://communities.bmc.com/community/engage/content?filterID=contentstatus[published]~objecttype~objecttype[idea<https://communities.bmc.com/community/engage/content?filterID=contentstatus%5bpublished%5d~objecttype~objecttype%5bidea>]

Not sure if there will be a chance for additional feedback or not; you can ask 
on the forum


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Thursday, March 03, 2016 6:12 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Engage 2016 Call for Papers - due March 7 - a discussion 
suggestion  technical topics to be covered?

**
Where would we get to see a list of ideas that are submitted? Would that be an 
internal list for BMC to review or will that list be published for feedback or 
ratings on ideas that are submitted?

Personally I feel the later is a better idea than having those ideas filtered 
by BMC internally.

Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brock, Anne
Sent: Thursday, March 03, 2016 4:23 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Engage 2016 Call for Papers - due March 7 - a discussion 
suggestion  technical topics to be covered?

Yeah - What he said!
We've had people comment in the past that there weren't enough topics for the 
more technically knowledgeable of you; or not enough topics on things that 
interest you. So please do flood us with topics of interest! Of course, "no 
guarantees" and all that. But would be great to get a good list in! And even 
better if you are able to give the talk!

Anne
*while I do work for BMC I admit I have no say in which topics get chosen and 
which ones don't*


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Thursday, March 03, 2016 11:31 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Engage 2016 Call for Papers - due March 7 - a discussion 
suggestion  technical topics to be covered?

**
Everyone,

I just want to step in here in support of

Re: Engage 2016 Call for Papers - due March 7 - a discussion suggestion .... technical topics to be covered?

[Brock, Anne]

Some of the topics were submitted as Ideas on the Engage forum - you can vote 
on those
https://communities.bmc.com/community/engage/content?filterID=contentstatus[published]~objecttype~objecttype[idea<https://communities.bmc.com/community/engage/content?filterID=contentstatus%5bpublished%5d~objecttype~objecttype%5bidea>]

Not sure if there will be a chance for additional feedback or not; you can ask 
on the forum


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Thursday, March 03, 2016 6:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: Engage 2016 Call for Papers - due March 7 - a discussion 
suggestion  technical topics to be covered?

**
Where would we get to see a list of ideas that are submitted? Would that be an 
internal list for BMC to review or will that list be published for feedback or 
ratings on ideas that are submitted?

Personally I feel the later is a better idea than having those ideas filtered 
by BMC internally.

Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brock, Anne
Sent: Thursday, March 03, 2016 4:23 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Engage 2016 Call for Papers - due March 7 - a discussion 
suggestion  technical topics to be covered?

Yeah - What he said!
We've had people comment in the past that there weren't enough topics for the 
more technically knowledgeable of you; or not enough topics on things that 
interest you. So please do flood us with topics of interest! Of course, "no 
guarantees" and all that. But would be great to get a good list in! And even 
better if you are able to give the talk!

Anne
*while I do work for BMC I admit I have no say in which topics get chosen and 
which ones don't*


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Thursday, March 03, 2016 11:31 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Engage 2016 Call for Papers - due March 7 - a discussion 
suggestion  technical topics to be covered?

**
Everyone,

I just want to step in here in support of Daniel's suggestion and to encourage 
you all to submit ideas.

If you have a topic you are passionate about and have expertise in that others 
would like to know, please submit a talk.  You get a free pass to the 
conference if your talk is selected so that discussion about expenses becomes 
much easier.  And, you get to bask in the adoration of the masses who come to 
your talk who all want to learn from you!

Now on the other side, if there are "talks that you want to see" although you 
are not the expert, let's hear about those as well.  There are times when we 
have topics or themes that need to be covered and we go and find the right 
speaker for a talk on that subject.  So, if there are things you would really 
like covered in a talk, please think about a title/abstract (couple of 
sentences) about what that talk would be.

We would love to be flooded with both kinds of items - talks you want to 
propose where you present and talks where you want to be in the audience.


Now the challenge for you...  In the submissions so far, there is a team OTHER 
THAN the Service Support (Remedy products, Discovery, ...) that have been 
getting a lot of submissions and they are close to - if not there - in taking 
over the lead in the number of submissions.  I want to make sure that there are 
more submissions of speakers and topic ideas from Service Support than all 
other teams COMBINED.  So, let's get busy with submitting those ideas.

Doug Mueller

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of arslist
Sent: Wednesday, March 02, 2016 5:57 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Engage 2016 Call for Papers - due March 7 - a discussion 
suggestion  technical topics to be covered?

**
let us assume that if we indicate some highly technical development related 
topics quickly, that someone who knows that area would submit it if we showed 
interest, or that BMC would fill in what we can't.

Possibly one might be how to read the new java logs for the core and quickly 
know what the true error is (I tend to find a java log rather long  winded and 
finger pointing about what caused the issue, so some sort of smart parser would 
be nice). I can guess at least one person named John is chuckling at me right 
now, so perhaps he could submit that one :)

So, think we can gather a top 10 +- of topics that we would love to see 
[possibly wanted for years and never see]?

Dan

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brock, Anne
Sent: March 2, 2016 11:58 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: ADV: Engage 2016 Call for Pa

Re: Engage 2016 Call for Papers - due March 7 - a discussion suggestion .... technical topics to be covered?

[Brock, Anne]

Yeah - What he said!

We've had people comment in the past that there weren't enough topics for the 
more technically knowledgeable of you; or not enough topics on things that 
interest you. So please do flood us with topics of interest! Of course, "no 
guarantees" and all that. But would be great to get a good list in! And even 
better if you are able to give the talk!

Anne
*while I do work for BMC I admit I have no say in which topics get chosen and 
which ones don't*


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Thursday, March 03, 2016 11:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: Engage 2016 Call for Papers - due March 7 - a discussion 
suggestion  technical topics to be covered?

**
Everyone,

I just want to step in here in support of Daniel's suggestion and to encourage 
you all to submit ideas.

If you have a topic you are passionate about and have expertise in that others 
would like to know, please submit a talk.  You get a free pass to the 
conference if your talk is selected so that discussion about expenses becomes 
much easier.  And, you get to bask in the adoration of the masses who come to 
your talk who all want to learn from you!

Now on the other side, if there are "talks that you want to see" although you 
are not the expert, let's hear about those as well.  There are times when we 
have topics or themes that need to be covered and we go and find the right 
speaker for a talk on that subject.  So, if there are things you would really 
like covered in a talk, please think about a title/abstract (couple of 
sentences) about what that talk would be.

We would love to be flooded with both kinds of items - talks you want to 
propose where you present and talks where you want to be in the audience.


Now the challenge for you...  In the submissions so far, there is a team OTHER 
THAN the Service Support (Remedy products, Discovery, ...) that have been 
getting a lot of submissions and they are close to - if not there - in taking 
over the lead in the number of submissions.  I want to make sure that there are 
more submissions of speakers and topic ideas from Service Support than all 
other teams COMBINED.  So, let's get busy with submitting those ideas.

Doug Mueller

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of arslist
Sent: Wednesday, March 02, 2016 5:57 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Engage 2016 Call for Papers - due March 7 - a discussion 
suggestion  technical topics to be covered?

**
let us assume that if we indicate some highly technical development related 
topics quickly, that someone who knows that area would submit it if we showed 
interest, or that BMC would fill in what we can't.

Possibly one might be how to read the new java logs for the core and quickly 
know what the true error is (I tend to find a java log rather long  winded and 
finger pointing about what caused the issue, so some sort of smart parser would 
be nice). I can guess at least one person named John is chuckling at me right 
now, so perhaps he could submit that one :)

So, think we can gather a top 10 +- of topics that we would love to see 
[possibly wanted for years and never see]?

Dan

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brock, Anne
Sent: March 2, 2016 11:58 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: ADV: Engage 2016 Call for Papers - due March 7

**
I wanted to remind everyone that the Call for Papers for Engage 2016 ends March 
7th. So if you haven't had a chance to submit your paper yet, you have under a 
week!

https://bmc.g2planet.com/bmcengage2016/cfp



Anne Brock
Principal SC
BMC Software
209-417-0481
anne_br...@bmc.com<mailto:anne_br...@bmc.com>

_ARSlist: "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_

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ADV: Engage 2016 Call for Papers - due March 7

[Brock, Anne]

I wanted to remind everyone that the Call for Papers for Engage 2016 ends March 
7th. So if you haven't had a chance to submit your paper yet, you have under a 
week!

https://bmc.g2planet.com/bmcengage2016/cfp



Anne Brock
Principal SC
BMC Software
209-417-0481
anne_br...@bmc.com


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ADV: Engage Call for Papers

[Brock, Anne]

Apologize if this is duplicate, but wanted to be sure everyone on this list saw 
this:

https://communities.bmc.com/community/solution_provider_program_%28spp%29/blog/2016/02/09/bmc-engage-call-for-papers


"The call for papers is now open 
and accepting submissions through 7 March 2016.


"

(not sure if ADV is the right prefix to use, but wanted to put something)

The BMC Engage community is here:

https://communities.bmc.com/community/engage



Anne Brock
Principal SC
BMC Software
209-417-0481
anne_br...@bmc.com


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Re: Remedy 9.x and Amazon Web Services

[Brock, Anne]

Policy on custom applications on Remedy on Demand:
https://docs.bmc.com/docs/display/public/rondsubscriber/BMC+Remedy+OnDemand+Custom+Applications+policy



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, January 28, 2016 7:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy 9.x and Amazon Web Services

**
There are two major down sides to ROD in my humble opinion.  The 'Change 
control board'...this is both a positive and a negative...they must protect 
their infrastructure, so they need to review everything that goes in to ensure 
it doesn't endanger their systems performancebut that is also a hindrance 
to allowing you to sometimes do something 'bad', even though you know it's bad 
because it's the best that you can get.  The other is, as I understand it, that 
ROD is purely ITSM...so, people that don't want/need ITSM, yet want/need 
RemedyI don't believe ROD is the best option...but this one, I might be 
wrong about...I'm certainly not BMC and don't know everything about their 
offerings...but, last time I checked, it wasn't for Custom shops.

On Thu, Jan 28, 2016 at 7:54 AM, Abhijit Hendre 
> wrote:
**

Remedy OnDemand is definite alternative you can think of in comparison to 
moving Remedy in AWS.

OnDemand not only provides access to latest & greatest ITSM suite but also 
helps to manage your changes , upgrades , etc.

Thanks,
Abhijit H
On 27-Jan-2016 9:07 pm, "Sinclair, Keith" 
> wrote:
**
Hey Joe,

Our test and dev environments have also been moved over to AWS. We used those 
as our POC and tests before moving prod.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe 
Castleman
Sent: Tuesday, January 26, 2016 2:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy 9.x and Amazon Web Services

**
Do you have additional instances on AWS for development and/or testing? Also 
wondered about setting up a secondary server for disaster recovery, but I'm 
guessing part of the reason of using the cloud is not having to do that.

I'm also looking at the PDF that Remedy published about On Demand.  I have no 
idea about the pricing, but (given their change review board etc.) I am 
guessing it could not possibly be cheaper than maintaining everything 
ourselves, like we're doing today.

Joe

On Tue, Jan 26, 2016 at 2:45 PM, Sinclair, Keith 
> wrote:
**
App and Mid-Tier are EC2. Db is RDS.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe 
Castleman
Sent: Tuesday, January 26, 2016 1:38 PM

To: arslist@ARSLIST.ORG
Subject: Re: Remedy 9.x and Amazon Web Services

**
Thanks Keith.  Are you using EC2?

Joe

On Tue, Jan 26, 2016 at 2:19 PM, Sinclair, Keith 
> wrote:
**
Hi Joe,

We’ve had to move our Remedy environments to AWS but we’re running Linux. We 
had all kinds of little weird problems after moving our 8.1.0 system from VM 
servers in our data center to AWS. When went to 8.1.2, almost all of our issues 
went away and some things that had broken during the move started to work 
again, such as LDAP/AD. We also went from Oracle Enterprise to Oracle Standard 
edition.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe 
Castleman
Sent: Tuesday, January 26, 2016 12:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy 9.x and Amazon Web Services

**
Warren,

I just came across your message and wondered whether you, or anyone else, had 
any further luck with this.  My group has been tasked with moving (or at least 
looking into moving) our current Remedy system to AWS -- specifically, to 
GovCloud. Currently we have ARS 8.0 with Oracle DB; Win. Svr. 2008. We are not 
using ITSM nor any other OOTB apps -- all custom-built.

Based on what I've seen, the AWS EC2 product offers a Windows Server platform 
with various flavors of MS-SQL.

Thanks,

Joe Castleman


On Tue, Oct 13, 2015 at 9:19 AM, Warren R. Baltimore II 
> wrote:
**
I was curious if anyone out there has attempted an install of version 9 in the 
AWS EC2 environment?  We are currently building a proof of concept installation 
using ARS 9.x, ITSM 9 and SSO.  The developer who is working on the project has 
run into a myriad of issues.  The problems he is having tend to be around 
broken installers, but he is also having a devil of a time getting the CMDB to 
work on one of the servers.
Our organization is on a path to move to Amazon here in the next year, but the 
problems we are having 

Re: Simple PD process

[Brock, Anne]

Yes, Process Designer was originally Abydos.

If you are on suite licensing, it’s part of ITSM/AR. Not sure if it’s included 
if you are on older pricing. Please check with your sales rep.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of mchand...@gmail.com
Sent: Monday, November 09, 2015 9:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: Simple PD process

**
Thank you for correcting. Haven't had a chance to play with the Process 
Designer yet, but it looks similar to "Abydos Process Designer".

Is this a separate purchase or a part of ITSM / SRM 9.0 ?

Thanks
Mahesh

On Nov 9, 2015, at 9:35 AM, Raj 
> wrote:
**
We are talking about PD here and hence Run Process, Web Service etc is thing of 
past.
You just need one drag drop on task and you are done.
Now, Marcelo, you are far luckier than some of older implementations, 9.0 is as 
good as it gets for PD.
I have attached both – setting required for email notifications (not directly 
related to PD) as well as generic managerial approval process for PD in SRM.
I am not sure if the attachments go through, if not, let me either have your 
private email address or if you have any ftp location, I can upload / any other 
suggested way.


-Raj


From: Mahesh Chandra [via ARS (Action Request System)] [mailto:ml-node+[hidden 
email]]
Sent: Monday, November 09, 2015 18:58
To: Hiremath, Raj
Subject: Re: Simple PD process

**
Service Request ---> Approval ---> Work Order.

Depending on the template name or other criteria, push the INC/WO data to 
another form
from where you should be able to send a notification/ invoke a webservice / run 
process and complete the Request.

This is how I have done several automated fulfillment since SRM 2.0 to until 
SRM 8.x. The push workflow from INC/ WO/ CRQ to a custom form is all data 
driven so that it is scalable to other future requirements.

Regards,
Mahesh

On Nov 9, 2015, at 7:49 AM, Martinez, Marcelo A <[hidden 
email]> wrote:
**
Hi Raj,
ARS/ITSM/PD 9.0

I tried to submit various screenshots through here but was unable to. I’ll 
describe the process since it is simple.

I have an SRD that requires manager approval. After approved, and email should 
go out to a static email address with just the requester’s userID.  Then, the 
SR should close (we don’t need a fulfillment request such as WO or INC).
That’s it..

Thanks,
Marcelo

From: Action Request System discussion list(ARSList) [[hidden 
email]] On Behalf Of Raj
Sent: Sunday, November 08, 2015 8:34 AM
To: [hidden email]
Subject: Re: Simple PD process

**
I can help you with this, can you please state AR, ITSM, SRM and PD versions?

If the process is short, perhaphs, if you can draw the digram in outlook and 
convey?

-Raj

From: Martinez, Marcelo A [via ARS (Action Request System)] 
[mailto:ml-node+[hidden email]]
Sent: Saturday, November 07, 2015 00:47
To: Hiremath, Raj
Subject: Re: Simple PD process

**
I tied sending over my screenshots.. but aren’t coming through. I also tried to 
PDF my email and send it as an attachment but failed.  Not sure if the ARSList 
is working.



From: Action Request System discussion list(ARSList) [mailto:[hidden 
email]] On Behalf Of Martinez, 
Marcelo A
Sent: Friday, November 06, 2015 10:08 AM
To: [hidden email]
Subject: Simple PD process

**
Hello List,
I have a simple PD issue.  I’ll preface my email with “this is the first 
process I’ve created with PD”

What I’m trying to do is create a simple process that, after approval, it sends 
an email, then closes the request. No need for a WO, CHG, or INC.. just send 
the email and close the Service Request.

The first process was very simple; with only 2 tasks:
I have an initiation task that captures some data. This task has “Set field” 
actions.
The next task as 2 actions: one for send email and one for “update request”.
(the request gets approved by the requester’s manager – per the SRD – which has 
an ‘Approval Type” = “Manager”

This works great, except that the request isn’t closed after the email is sent. 
(although now after playing with the pre and post statuses, the approval 
doesn’t happen).



The second process I tried was:

1.  Initiation task (captures data)
2.  Task #2 gets supervisors name based on data captured
3.  Decision task (supervisor approval)
4.  Rejected action
5.  Approved: send email
6.  Close service request

The process stops at the supervisor approval task. So there must be a problem 
here.



I’ve also tried using 3 tasks but the request hangs at “send email” task.


Having never used this tool; I have some questions. Can you use SRM approvals 
and PD process, for SRDs? Or the approval has to be done via the PD process? If 
so, what are the steps to configure approvals via PD.
Thanks in advance,
Marcelo


_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_

Question on search engine for Remedy

[Brock, Anne]

Hi, all -

I remember at WWRUG one of our partners had a very robust search engine/tool 
that could be used to go though Remedy data and, I think, data external to 
Remedy. I can't remember the partner, of course; anyone know who it is?

Apologize for vagueness, but it's been a few years...

Anne Brock
Principal SC
BMC Software
209-417-0481
anne_br...@bmc.commailto:anne_br...@bmc.com


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Re: EXTERNAL: RUG UserWorld WWRUG Engage where were they when?

[Brock, Anne]

Well, this doesn't list the location of 1994, but  kind of cool summary of 
history
http://www.fundinguniverse.com/company-histories/remedy-corporation-history/



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Friday, August 01, 2014 11:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL: RUG UserWorld WWRUG Engage where were they when?

**
Folks,

It doesn't help with the 1994 answer (it was somewhere here in the SF Bay Area, 
CA but I cannot promise
which city/hotel), but something that would allow confirmation of things from 
1997 and later.

I just remembered that it is pretty easy to confirm things with a few minutes 
looking on the web.

There is this cool web site

http://archive.org/web/web.php

that you can go to and enter any web address you want - say you entered 
www.remedy.comhttp://www.remedy.com just to pick
something (or you could pick www.bmc.comhttp://www.bmc.com for 2002 and 
later).  It will then show you a timeline of snapshots
of the web site address.  You can then pick any snapshot and see the web site 
from that point in time.  Links
on the page are active to links to pages from that time as well.

The www.remedy.comhttp://www.remedy.com shows the earliest snapshot in 1997.

But, for example, I went to 2005 (OK, it showed me the BMC page as 
www.remedy.comhttp://www.remedy.com redirected to BMC
by that time) and picked a snapshot from June 8 and it showed me a page (not 
real pretty, but it had all the
data) and there it listed the BMC Remedy User Group from 11 - 15 July, 2005 in 
San Jose, CA.

So, you already have the information you need, but I have used this web site on 
a number of occasions to
find the state of a web site or information on it at some point in the past -- 
always amusing if there happens
to have been a snapshot of a website while something a company tried later to 
remove or change and you
can get back to what it was before they changed it

This should allow confirmation of all dates/locations from 1997 and later if 
that information was ever up on
the web site (and it should have been in all years).


Now, for those who never knew about this site, your productivity has likely 
just plunged as you go and play
with a new toy!

Doug Mueller

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of arslist
Sent: Friday, August 01, 2014 9:57 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: EXTERNAL: RUG UserWorld WWRUG Engage where were they when?

**
I have been sent compelling information that has convinced me that it was DC in 
2004.
I will get our WWRUG web site fixed (LOL).

So, we need 1994 for location confirmation, but likely it was Burlingame.

Dan

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of arslist
Sent: August 1, 2014 12:17 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: EXTERNAL: RUG UserWorld WWRUG Engage where were they when?

**
Well we are down to two things:

1)  Still need 1994 if anybody knows

2)  DC 2004 or 2005? I  think RUG was 2005, there was a WARUG in July 2004. 
Still looking for final confirmation


Once those two are filled in I will repost for those that might care to know.

Eventually it would be nice to fill in dates and all hotel names.


Dan

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: July 31, 2014 1:21 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: EXTERNAL: RUG UserWorld WWRUG Engage where were they when?

**
Dan,
2000 was Santa Clara ( my first Rug)
2004 was Washington DC ( my 2nd and last Rug)

My boss went to 1999 and 2001 Oh guess why?
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 Daniel
Sent: Wednesday, July 30, 2014 3:57 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: EXTERNAL: RUG UserWorld WWRUG Engage where were they when?

**
Apparently a bunch of us old timers haven't recorded where the conferences were 
held.
I tried looking up old presentations but the templates didn't say where.

Obviously I know where the past 5 (2009-2013) and this year are\were.
I have found some of the information for the following ones 

Can anyone fill in the following?
1993

Santa Clara

Westin Hotel

1994

1995

Burlingame

1996

1997

1998

1999

DisneyLand

2000

2001

DisneyWorld

Swan Hotel

2002

San Diego

Synergy (sorry, it was a conference with some Remedy stuff)

2003

2004

2005

Washington DC

2006

San Francisco

2007

Vancouver

2008

NONE\Lisbon for Europe


_ARSlist: Where the Answers Are and have been for 20 

Re: licenses question (minimum install) ITSM

[Brock, Anne]

While of course you should always check with your sales rep, my understanding 
is that once you move to the Suite pricing, the 3 free licenses are no longer 
legally included.

 


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Tuesday, February 18, 2014 2:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: licenses question (minimum install) ITSM

Hi,

You are not even allowed to use the 3 Fixed licenses. These show in the system 
for historic reasons, and everyone that is not on the old legacy licensing mode 
will not be allowed to make use of them, i.e. not assign them to anyone.

This is probably something we should add to our license FAQ:
https://rrr.se/cgi/index?pg=faq

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

 Patrick,
 The only 'free' licenses that I'm aware of are the 3 Fixed User 
 licenses you get with the Remedy Server, I believe everything else 
 needs to be purchased.


 On Tue, Feb 18, 2014 at 1:56 PM, patrick zandi remedy...@gmail.com wrote:

 **
 So we bought ITSM but the install instructions say you need (20 
 licenses for each module).
 Does that mean that purchasing ITSM you get free 20 licenses?  This 
 must have been covered before...

 Any where would that information be published.

 --
 Patrick Zandi
 _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


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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

Re: SRM Question Conditions

[Brock, Anne]

Which version of SRM are you on? I believe in latter versions you can have 
conditions on conditions on conditions. We don't recommend more than 5 levels 
or so as it gets confusing, but you can have conditions on conditions.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vyom Labs Support
Sent: Monday, July 29, 2013 3:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: SRM Question Conditions

**
Hi Dinesh,

If question is a radio buttons/check boxes or menu,we can add conditions to 
question. For 1st level question, if there are 3 options in Radio button/check 
box or menu,we can add three conditions.But we can't add condition within one 
conditional question i.e we cannot add condition on next level of the question.

I found that only one level of conditional question is supported.
--
Regards,
Preeti Karna

Vyom Labs Pvt. Ltd.
BSM Solutions  Services || ITIL Consulting  Training
|| Web Site: www.vyomlabs.comhttp://www.vyomlabs.com Follow Vyom Labs 
http://twitter.com/#!/vyomlabshttp://twitter.com/#%21/vyomlabs || 
http://www.linkedin.com/company/vyom-labs

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dinesh Kumar
Sent: Sunday, July 28, 2013 11:42 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: SRM Question Conditions

**
Hello All,

How we can configure more than 2 condition in question SR question and mapping.

Remedy Version : 7.6.04 SP1

Regards,
Dinesh kumar.
_ARSlist: Where the Answers Are and have been for 20 years_
_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

Re: Remedy Refresher needed

[Brock, Anne]

http://go.bmc.com/forms/ESM_ROD_Trial_Sept2012 is where you can sign up to 
access the trial system

Anne

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Monday, July 29, 2013 12:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Refresher needed

**
http://try.onbmc.com/ is basically my reference of 8.x that I use whenever I 
need to convince my users that it will be better than what they have in 7.6.4.  
It's also compatible with their BMC Mobility apps.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: Monday, July 29, 2013 2:36 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Remedy Refresher needed

**
Does anyone have the URL to the demo instance of RoD? It was like 
on-bmc.comhttp://on-bmc.com or something like that. You can log in as admin, 
or end user and play around within the system. When it comes to ITSM, you 
should really become familiar with the configurations above and beyond what you 
can/could/should customize. As a former client and now a consultant, nothing 
pisses off a client more than finding out they paid serious $$$ for a 
customization that could have been achieved with a simple click or importing 
data into a backend config form.
No, I won't reveal the name of the BMC partner that did that.

Sent from my iPhone

On Jul 29, 2013, at 10:19 AM, Campbell, Paul (Paul) 
p...@avaya.commailto:p...@avaya.com wrote:
**
This has prompted me to pose a similar question, I've been doing remedy custom 
development for many years, since the 2.x days (those were painful) but I have 
never really done any ITSM work. I think I need to get better acquainted with 
ITSM and how it all works since that seems where the lion's share of jobs are 
these days.  I know that I could take some remedy training classes, but that is 
a bit cost prohibitive for an individual to foot the expense, suggestions on 
first steps?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj
Sent: Friday, July 26, 2013 2:45 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Remedy Refresher needed

**
if you can answer say 2/3 or 3/4 of those, you should be relatively good at 
Remedy core administration, but a completely different list of questions would 
be involved in determining ITSM capabilities of a developer., and those 
questions don't do anything to determine what sort of process a person would 
follow to customize an ITSM form.

On Fri, Jul 26, 2013 at 12:27 PM, SUBSCRIBE arslist Anonymous 
ddus...@aim.commailto:ddus...@aim.com wrote:
Hi Scott, in addition to what Longwing, L suggested,


Since you have had several interviews for some great jobs but I  have bombed 
them all because my Remedy detailed knowledge is way too cloudy (use it or lose 
it),  Post the questions you have compiled from these interviews, may be we 
call all pitch in to help you with answers..


Here is some help .

- if you get no access to current documents, using google search BMC Remedy 
filetype:pdf .. you will probably get prior version docs, (not 8 but may 7.x)
- Doc and know how -- via BMC Communities http://communities.bmc.com
- Youtube of Demo of the products.
- Search list for Interview Questions
- Start reading the problems and solutions of current postings...

http://www.mail-archive.com/arslist@arslist.org/msg61596.html
1) What is the difference between and Active Link and a Filter?
2) What is a .def file used for?
3) What is a .arx file?
4) Who is Doug Mueller?
5) What is a use for an Active Link Guide?
6) What type of field is the Worklog field?
7) Name two DBMSs in which Remedy ARS can run on top of?
8) What does ARS stand for?
9) What are the core fields?
10) What does $MENU$ do?
11) What is the function of DDE-Poke?
12) What are ar.ini and ar.conf files used for?
13) Describe the features that are available by comparing ARS Ver. 6.3, 7.1
and 7.5 majorly?
14) Why ardiff utility is used for?
15) How do you deploy your application on web?
16) When and in what situation you use workflow log, arerror.log,
arfilter.log, aresc.log?
17) Explain the actions available in active link which are not in Filters.
Explain why it is not.
18) Why ardiff utility is used for?
19) What is the primary table in the AR System data dictionary?
20) How does the AR System manage the data you see in Remedy Forms?
21) Without using DSO or EIE, what are your thoughts for providing a
'STANDARDIZED' methodology for interfacing/integrating with Remedy
applications.  This customer was actually looking to use C.I.M. or some
other open standard solution to interface with Remedy what you say?
22) How do you troubleshoot AR System server outages to restore access to
the system?
23) How does mid-tier work and where does it fit in the client server
architecture?
24) 

Re: 7.6.04 Upgrade to 8.1

[Brock, Anne]

I have a doc from Doug M. from 2008 discussing zero downtime upgrades. 
With the use of a parallel server and database and using the Distributed Server 
Option (DSO) technology, an environment can perform an upgrade of the AR System 
server while providing continuous availability.  There is some very specific 
additional work involved, but it will offer a reliable upgrade without data 
loss or service interruption.  

Don't know if it's still current, so don't want to post to the whole list 
unless Doug says it's ok. I'll check with him.

Anne

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj
Sent: Tuesday, July 16, 2013 10:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 Upgrade to 8.1

**
Brian,
It was actually really cool to watch the demo, they had it fully functional.  
You needed a server group, you make all of your changes, all of them, to 
include deleting columns, etc.  You can connect to the admin server in the 
server group to see the changes, work with the new workflow, everything...the 
users remain on the other node(s) of the server group and never see the 
changes...everything stored in the same db...then when all of your functional 
testing is done you literally 'flip a switch' and the other nodes in the server 
group arsignal, get the new cache, and it's 'in prod'

At that point all that is needed I believe was a Mid-Tier cache flush, and the 
users were using the new forms/workflow 'in an instant'...

You of course still need all of your planning, testing, etc...but the zero down 
time part was for the user.  All of the work could be done during business 
hours, no late night, evening, weekend work to get the new code in place...it 
can all be done next to the current stuff...it was an amazing demo.

On Tue, Jul 16, 2013 at 10:14 AM, Brian Pancia 
panc...@finityit.commailto:panc...@finityit.com wrote:
Zero downtime.  Now that is funny.  It may be possible with months of planning, 
but more than likely you will still have some amount of downtime.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of teresa S 
Fannin
Sent: Tuesday, July 16, 2013 11:57 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: 7.6.04 Upgrade to 8.1

There was that discussion at last year's rug where they pointed production to 
their failover area.   Did the upgrade in production while everyone worked from 
the failover area and then switched back when the upgrade was complete.More 
steps than this but you get the idea.
Teresa

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Hulmes, 
Timothy CTR MDA/ICTO
Sent: Tuesday, July 16, 2013 10:49 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: 7.6.04 Upgrade to 8.1

The only zero down time upgrade I am aware of is to not upgrade.

Tim


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Tom 
Shurmur
Sent: Tuesday, July 16, 2013 9:38 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: 7.6.04 Upgrade to 8.1

**
Well, that is a bummer. But it's a cool idea if it ever comes fruition.

Thank you all for you help.

Tom


From: Rick Cook remedyr...@gmail.commailto:remedyr...@gmail.com
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Sent: Tuesday, July 16, 2013 11:30 AM
Subject: Re: 7.6.04 Upgrade to 8.1


**
Well, either there is a huge conspiracy that involved wholesale changes to 
documents I read, or my memory is playing tricks on me.
I'm going with the conspiracy.  Nah, just kidding.  Must have been something I 
inferred from the overlay enhancements in 8.1.  Darn.
Rick
On Jul 16, 2013 6:38 AM, Longwing, Lj 
llongw...@usgs.govmailto:llongw...@usgs.gov wrote:


**
can you point me to the URL that discusses 'zero downtime upgrades'?  I 
know that 8.1 wasn't released at last years rug, it was just 8.0, but I know 
that after the RUG David posted an idea 
(https://communities.bmc.com/ideas/1421) that is in a status of 'Under 
Consideration'when they are available, it's changed to 'Delivered'so 
all of the facts that I have currently available tell me that the demo we 
received last year isn't in a current code line...but if you could point me to 
docs to the contraryI would love to see them.


On Tue, Jul 16, 2013 at 7:14 AM, Rick Cook 
remedyr...@gmail.commailto:remedyr...@gmail.com wrote:


**
Might want to check the 8.1 documentation on that, LJ.
Rick
On Jul 16, 2013 6:04 AM, Longwing, Lj 
llongw...@usgs.govmailto:llongw...@usgs.gov wrote:


**
Rick,
They were VERY careful to 

Re: 7.6.4 Client with 8.1 server

[Brock, Anne]

Given that I'm also not a lawyer - the way I heard Dave Easter describe it was: 
If the user tool 7.6.04 doesn't work on Windows 8.0 against an 8.1 server, 
we're not going to fix it... because we aren't supporting the windows tool 
anymore.

If something huge changes in the Windows OS or the latest version of McAfee 
hammers the WUT - we won't fix it. 

If you try to use something in the system that isn't supported on the WUT but 
only on the web - we won't fix it.

Are most of us admin/developer types using the 7.6.04 WUT against our 8.1 
servers? Yeppers. Especially with a custom app that doesn't have new features 
in it, you're unlikely to run into problems.

However - concurrently checking everything out on the mid-tier is darned good 
advice; over time, you do want to move your users to the web to simplify your 
life and theirs.

Anne

Ps - I'm not a lawyer, I don't play one on TV, and any really official answer 
should come from official sources at BMC

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of pascale.sterr...@daimler.com
Sent: Friday, May 31, 2013 3:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.4 Client with 8.1 server

Thank you Doug,

The comment was  No patch, no fix and no new features will be released past 
the 7.6.04 SP4 release of the BMC Remedy User. If you encounter any issues, BMC 
will provide its best effort in resolving the issue. But there will not be any 
patches, or new client.
To me, this sounds like there is basically very limited support on the WUT 
regardless of the version of its application server. 

And when we asked about the support of the WUT 7.6.04 SP4 against ARS 8.x 
server, we received the same response plus the addition of There is no more 
development done on the WUT. If any issues is encountered on the WUT
7.6.04 SP4 client on a 8.x server, there will be no fix or patch provided for 
the WUT client.  You must move to a Mid Tier application.
This was before 8.1

Pascale Sterrett

Kenavo ar wech all




doug_muel...@bmc.com
Sent by: arslist@ARSLIST.ORG
05/31/2013 02:50 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: 7.6.4 Client with 8.1 server






Steve,

I simply don't understand the comment you received.

Is the 8.1 environment supported?  Yes -- that means you get support for 
any issue
on 8.1 that occurs within that environment.

Is the 7.6.04 Windows User Tool still under support?  Yes (at least that 
is my
understanding and the comment you received did not indicate that it was 
not)

Does the system support inter-version interaction?  Yes  this is a key 
feature and
is fully supported to have different versions of clients and servers

So, since the version of the server is supported and the version of the 
client is
supported and we support interaction between different versions and there 
is no
explicit statement on the compatibility matrix about a problem between 
something
(like there is a statement that ITSM 7.6.04 will not run on the WUT), that 
means
to me that it is supported.

And, especially since 7.6.04 is the terminal release of the WUT client, it 
needs to
be OK to use that against the later versions of the server until the 
termination of
support for the WUT arrives.

Now, this is my interpretation of the support matrix and agreement and 
this is my
understanding of how things work.  It is not a legal position of BMC 
Software
because I am not and do not resemble a lawyer.


As for myself, I would use the WUT 7.6.04 against an 8.1 server with no 
concerns or
issues.  It is used internally, we have many customers using it.  Other 
than for
not running new features, there are no known issues with the interaction 
of the
two.

Doug

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of pascale.sterr...@daimler.com
Sent: Friday, May 31, 2013 11:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.4 Client with 8.1 server

Doug,

We are in a similar situation and we were told by BMC support that the WUT 

7.6.04 client is not supported on 8.1 server.  If any issues occur, that 
no support is provided.  Is this still a true comment, or is there a shift 

in the support model, and BMC will provide support of the WUT 7.6.04 on a 
server 8.x?
Thank you,

Pascale Sterrett

Kenavo ar wech all




doug_muel...@bmc.com 
Sent by: arslist@ARSLIST.ORG
05/31/2013 10:57 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: 7.6.4 Client with 8.1 server






I would strongly encourage you to go with 8.1 for the AR System.

The 7.6.04 Windows client is fully compatible with and runs with full 
functionality
and capability against the 8.1 server and we have many customers who use 
this
combination for environments or situations where there is still some use 
of the
Windows native client.  And, I see there have been several responses to 
the list
of customers 

OT: Dilbert RE: huh? financial news for bmc ?

[Brock, Anne]

Speaking of rewards these days! - Dilbert on Sunday was classic!

http://dilbert.com/fast/2013-05-19/


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
Sent: Tuesday, May 21, 2013 7:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: huh? financial news for bmc ?

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 sylvain.y...@gmail.com
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 

Re: BMC MyIT

[Brock, Anne]

Have you looked at the docs site  yet?
https://docs.bmc.com/docs/display/public/myit10/Home

this sub-doc might be of particular interest to the list
https://docs.bmc.com/docs/display/public/myit10/MyIT+Licensing+Entitlements+for+BMC+Action+Request+System+Server



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mike Conroy
Sent: Tuesday, April 30, 2013 2:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC MyIT

Hi,

Has anybody seen any technical documentation on myIT?

I'm looking for how-to/implementation/configuration etc and I can't find 
anything, it's all testimonials and the like.

Along with cost of purchasing the product and/or licences, I'd also like to get 
an idea of the implementation costs and the technical documentation should 
assist with that.

Thanks,

Mike Conroy
Solution Architect
Planwell

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Re: License considerations for custom approval process

[Brock, Anne]

Um - David Easter can correct this if I'm wrong, but Approvers DO require write 
licenses UNLESS they are using one of our OOB apps - Change, SRM, Asset, 
Release.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Wednesday, March 20, 2013 12:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: License considerations for custom approval process

**
Hi David,

None of the approvers should need a write license.  The approval engine is an 
exception to the the normal write license requirements.  I think BMC 
understands that almost anybody in an organization can be an approver for some 
process or another have built in this flexibility by not requiring a license 
for approvers.

So with that info why can't either level 1 or level 2 reject the approval 
request and then the requester would be notified to update their request.  Once 
the corrections are complete the approval process starts over with new approval 
records.

The way I see it there are no licenses required until the request gets to the 
provisioner.  What you have described is pretty similar to how SRM - Approval 
- back-end fulfillment app works.  The requester always has write access to 
their own request.  The approvers do not need write access to the request 
itself and can approve/reject/make comments using the Approval Engine without a 
write license.

The only gotcha I can picture is I think there were issues with earlier 
versions of the approvals where the approver ended up needing a write license 
(I never encountered it).  I think this may have been an issue in 7.5.  I am 
not sure if it was an issue with the Approval Server or within ITSM and how it 
worked with the Approval Server.  Somebody else on the list may know the 
specifics.

Jason

On Wed, Mar 20, 2013 at 11:29 AM, David Durling 
durl...@uga.edumailto:durl...@uga.edu wrote:
ARS 7.5, custom applications

I've been asked to scope out creating an approval process that is something 
like:

requester  level 1 approver  level 2 approver   provisioner (person who does 
the work after approved)

I'm thinking the level 2 approver and provisioner would use write licenses, but 
am trying to come up with a way for the requester and level 1 approver to 
utilize read licenses.   The problem is there's a requirement to allow either 
of the approvers (level1 or level2) to kick the request back to the requester 
for correction - and it's not considered user-friendly to make the requester 
fill out the initial form all over again.

So I can use submitter locked functionality for one of these (request or 
level1), but not the other.  I'm inquiring with BMC as to whether I can utilize 
filters to make changes on behalf of the other user, since this is an approval 
process and not someone working tickets.

Kind of an open-ended question:  Is there something I haven't thought of?  How 
have some of you handled this?

Thanks,

David Durling
University of Georgia

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Re: cmdb asset status change computer systems

[Brock, Anne]

Documentation on fields that were moved in 8.0:
https://docs.bmc.com/docs/display/public/itsm80/Updates+to+CI+lifecycle+data+attributes



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Yogesh Ketkar
Sent: Thursday, March 14, 2013 10:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: cmdb asset status change computer systems

**
Even AssetID has vanished from BMC_CORE_BMC_BASEELEMENT in 8.x.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Thad Esser
Sent: Thursday, March 14, 2013 9:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: cmdb asset status change computer systems

**
I was just reading some of the online documentation for CMDB 8.x yesterday, and 
there have been some structural changes to the CMDB, where they have moved many 
of the asset attributes from being tracked on the CMDB forms over to being 
tracked in an AST:Attributes form.  One of those attributes was the 
AssetLifeCycleStatus.  I'm not sure it makes it any better of an idea to change 
those values, but it might make it less painful.

-Thad

On Thu, Mar 14, 2013 at 8:10 AM, patrick zandi 
remedy...@gmail.commailto:remedy...@gmail.com wrote:
** managers being managers: can we change the status of the CI classes in the 
cmdb.
Has anyone does this?
any gotcha's?
just asking.. if you have and the issues you found. Thanks.

Classes currently are ordered, received, being assembled, deployed, in repair, 
down, end of life, transferred, delete, in inventory, on load, disposed, 
reserved, return to vendor, customer build


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Re: ARS 8.x and User Tool

[Brock, Anne]

Might also check out IT Prophets RemTools - nice utility to have in the client, 
whichever client you are using

http://www.itprophets.com/index-5.html

(note: this is not an official BMC endorsement or anything, I just think it's a 
cool utility)

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dariusz Kuzara
Sent: Monday, March 04, 2013 12:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 8.x and User Tool

**
Rick, Larent, All,

In order to get Object List in Mid - Tier you do not need to build anything.

David Easter has posted below attached excerpts on Tue, 14 Jun 2011 16:11:28 
-0500
Mid-Tier Guide, Chapter 3.

Using the Object List
Users can access forms and applications on the web through the AR System Object 
List, which lists all forms and applications available through your installed 
mid tier.

Enabling the AR System Object List
To enable the AR System Object List to be displayed in a browser, you must 
first enable it.

For more information, see Using the AR System Object List on page 128.

To enable the AR System Object List
1 Open the Mid Tier Configuration Tool (http://midTierServer/shared/ 
config/config.jsp).
2 On the AR Servers page, make sure that your home page server is included in 
the server list.
3 On the General Settings page:
a Verify that you have set a home page server.
b Select the Enable Object List check box.
4 Import (using Developer Studio) the definition files to your home page 
server. (See Importing the definition files on page 88.)
midTierInstallDir\samples\ARSystemMidTierObjectList*.def


Do not forget to flush the cache on the mid-tier where you enabled the object 
list and force a new pre-load.

HTH

Best regards,

Dariusz Kuzara


**
You should be able to build an administrator console that has a dynamic menu 
(data dictionary I believe) listing the forms so that you could provide access 
to all forms that way via workflow and restrict it via normal group permissions.

-Rick

___
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QMX Support Services



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Pozdrawiam,
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Re: Remedy OnDemand

[Brock, Anne]

Hi, Allen -

I'm surprised to hear your comments. Maybe something got mis-communicated when 
you were using it? Remedy OnDemand DOES allow both customizations and API 
access.  As Aditya said, we're providing Remedy OnDemand to over 125 very 
successful customers. Maybe you were on it very early when we were more 
cautious about customizations (although we still allowed them)?

I'm sorry you had a bad experience with it; but anyone who is interested should 
talk with their account manager to learn current state.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Alan Truelove
Sent: Wednesday, February 13, 2013 7:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy OnDemand

**
Do not use; don't let your dog use.  No customization possible, and as for API 
methods, forget it.
Either go to Remedy Footprints, or FORCE, or any of the newer products (I am 
currently looking at 9 of them..would love to share remarks off the 
record...)



From: SUBSCRIBE arslist Aditya Sharma heloits...@gmail.com
To: arslist@ARSLIST.ORG
Sent: Tuesday, February 12, 2013 2:20 PM
Subject: Re: Remedy OnDemand

** **
BMC Remedy OnDemand is delivering services to 125+ satisfied customers globally.
Sent from my BlackBerry(r) smartphone from !DEA

From: Barbour, Brandi D bdbar...@jcp.com
Sender: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG
Date: Tue, 12 Feb 2013 17:39:54 +
To: arslist@ARSLIST.ORG
ReplyTo: arslist@ARSLIST.ORG
Subject: Remedy OnDemand

All,
I saw some comments concerning Remedy OnDemand from back in 2011.  I am hoping 
to get some other feedback from current customers of this platform or customers 
that were investigating this and decided to stay on site.  How is performance?  
Any limitations you have found after rolling it out?  Any other information 
that you would like to share is appreciated.

Thank You,
Brandi



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Re: new Excel report format for exports in ITSM v8

[Brock, Anne]

I just tried exporting a web report on an 8.0 system, and it came out the way 
it did in the latter 7.6.04 patch days - i.e. records all on one worksheet, no 
big gap of blank rows and blank columns, etc.

Not sure what isn't working for Tim. 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Wednesday, February 06, 2013 11:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: new Excel report format for exports in ITSM v8

Tim,
You will need to be more specific in your description.  What is unusable, what 
is wrong, what isn't working properly?  Plus, when you say 'export to Excel', 
are you actually referring to csv, which is actually an export to text file, in 
a format that Excel recognizes?  If so, can you provide an example of a line 
from a csv in the 'old' format, and one in the 'new' format, preferably taken 
with a text editor instead of Excel?

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tim Guyse
Sent: Wednesday, February 06, 2013 12:06 PM
To: arslist@ARSLIST.ORG
Subject: new Excel report format for exports in ITSM v8

We recently upgraded to ITSM v8 and now when an Excel report is exported, the 
format is more fancy or altered to the extent that the spreadsheet is 
unusable.  In v7.6.04, which is where we upgraded from, the reports exported 
into a more simple excel spreadsheet format that was easily manipulatable and 
programmable.  The new Excel report format that the system exports into is 
unusable.   Tech Support so far has come to the conclusion that it is a defect 
and the issue will likely be entered as such.  Anyone else had any experience 
with this or know how to get the report export to Excel to function as it did 
in v7?

Thanks
Tim

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Re: BMC Chat 8.0.00 experience?

[Brock, Anne]

Right - there are two chats at the moment:

Agent to agent chat in the back end, where you install a chat server and it 
allows agents to chat with each other and include that chat in the ticket. 
There is no charge for this

BMC Chat/my-eService allows the automated answers as well as end user to agent 
chat; answers can come from the eService database and from RKM; users can also 
see their incidents and any major outage messages. On the backend,  the agent 
has a chat console they are working in; chats can be monitored; you can 
pre-build standard QAs to help the agents respond to users quickly and with 
standard language; when done, chats create incidents. All built on AR system. 
It does cost extra; not every organization will adopt it; but for those who are 
looking for something like this, it's a pretty sweet product. There's even the 
ability to translate the conversation in the chat window, if I remember right.

Check it out; I haven't tried installing it myself yet, but do keep putting in 
support tickets and whatnot as you run into snags so we can anything unclear 
fixed up!

Anne Brock
Principal SC

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of laurent matheo
Sent: Monday, February 04, 2013 11:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Chat 8.0.00 experience?

**
Yep, and I have quite some troubles to make it work / install it properly (BMC 
Chat 8), hence the query to the experts there ;)


On 04 Feb, 2013,at 08:34 PM, Jamie jamie.bo...@transamerica.com wrote:
BMC aquired my-service late last year and are re-marketing it as their chat 
solution with the help desk, which is different than the AR chat in 8.0 I 
believe. You can go to http://www.my-eservice.com/ to learn more about the 
eservice product.

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Re: How do I check for a flashboard license?

[Brock, Anne]

Not to be picky, but I believe it was version 7.5

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Wednesday, January 09, 2013 11:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: How do I check for a flashboard license?

**
Richard,

You didn't mention the version of the system you are using.

As of about 7.0 of the product, Flashboards is simply a feature of the AR 
System and is not a separately
licensed capability.

My guess is that you acquired the system when it was a separately licensed 
piece and are remembering
that.  Today, it is not licensed so you will not find a Flashboards license 
in the system any more (as one
is not needed).

Now, if you are pre 7.0 (or whatever specific version it really was - but about 
this timeframe), then there
will need to be a license.

So, if 7.0 or later, your search will be in  vain as there is no such license 
(and no need for one).

I hope this helps,

Doug Mueller

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of richard@bwc.state.oh.us
Sent: Wednesday, January 09, 2013 11:18 AM
To: arslist@ARSLIST.ORG
Subject: How do I check for a flashboard license?

**
I want to check to see if we have a flashboard license in use, but when
I look at the add/remove license form it doesn't show any flashboard
license. Is it listed somewhere else? Thanks.
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Re: RemedyForce V/S BMC Remedy ITSM

[Brock, Anne]

We have regular webinars on Remedyforce; there is one tomorrow, as a matter of 
fact! You can sign up here:
https://bmc.webex.com/bmc/onstage/g.php?d=751597429t=a

And you'll get a link to the recording post-demo

RemedyForce does include a CMDB, with basically the same structure as the 
Remedy Atrium CMDB. It does not have reconciliation/normalization nor the idea 
of product cats/DML.

As LJ hinted, it's meant for customers who are looking more for a point 
solution as opposed to an enterprise solution. But it does include 
self-service, KB, Incident, problem, change, release, service level management 
and the CMDB. Just not as many features as Remedy ITSM.

You can of course contact your account manager to get a personal demo, or get 
your q's answered or sign up for a trial at:
www.bmc.com/remedyforce

Hope this helps!

Anne Brock
Principal SC
BMC Software
925-226-0446
anne_br...@bmc.com






-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Wednesday, December 12, 2012 8:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: RemedyForce V/S BMC Remedy ITSM

Karthik,
I'm sure this won't help you much, but maybe it will.  The RemedyForce solution 
is meant for smaller organizations with less data/structure.  It does not (from 
my understanding) include a full CMDB.  It is sized and priced for someone that 
needs something, but not everythingI don't have the comparison that you are 
looking for unfortunately.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Karthik
Sent: Wednesday, December 12, 2012 9:00 AM
To: arslist@ARSLIST.ORG
Subject: RemedyForce V/S BMC Remedy ITSM

** 

Hi All,




I know RemedyForce is a SaaS solution and BMC Remedy ITSM can be on 
premise/onDemand is a basic difference. However, i am trying to find out the 
difference in terms of capability when it comes to features provided OOB.




I have seen many ppts that say RemedyForce provides most of the features that 
are present on BMC Remedy ITSM however, they also say BMC Remedy ITSM is full 
featured. However, none of them compare the features in detail. 

 

Searching on web has also not helped me much. Any pointers?


-- 
- Karthik
_ARSlist: Where the Answers Are and have been for 20 years_ 

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Re: [EXTERNAL] Want to give feed back on docs changes?

[Brock, Anne]

Ooops! Thanks, Natalie! I see you signed up!! Appreciate it!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Thursday, November 08, 2012 3:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Want to give feed back on docs changes?

**
If you want the link to sign up to test the Remedy documentation, it's 
https://communities.bmc.com/communities/message/278689.  I think the link Anne 
provided was for testing the  BladeLogic wiki.  This is a great opportunity to 
point out some of the difficulties you all have encountered.  I know I'll be 
signing up.

Thanks, Anne!

Natalie Stroud
SAIC @ Sandia National Laboratories
ARS-ITSM Tester
Albuquerque, NM USA
nkst...@sandia.govmailto:nkst...@sandia.gov
ITSM 7.6.04 SP2 - Windows 2008 - SQL Server 2008


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brock, Anne
Sent: Thursday, November 08, 2012 1:58 PM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Want to give feed back on docs changes?

**
Posted on bmc.dn:
https://communities.bmc.com/communities/message/278657#278657

Information Design  Development (Tech Pubs) is seeking 10 customers to 
participate in a short online usability test to give feedback on a new design 
for the Documentation wiki home page (docs.bmc.com).
The test can be taken anytime next week and before the Thanksgiving holiday. 
The test is taken online using testing software that records participants 
comments during the test. It will take less than 30 min.
If you can participate, please respond to the discussion with your name, email 
address, and phone number.
Thank you!


Anne Brock
Principal SC
BMC Software
925-226-0446
anne_br...@bmc.commailto:anne_br...@bmc.com

_attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers 
Are_
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Want to give feed back on docs changes?

[Brock, Anne]

Posted on bmc.dn:
https://communities.bmc.com/communities/message/278657#278657

Information Design  Development (Tech Pubs) is seeking 10 customers to 
participate in a short online usability test to give feedback on a new design 
for the Documentation wiki home page (docs.bmc.com).
The test can be taken anytime next week and before the Thanksgiving holiday. 
The test is taken online using testing software that records participants 
comments during the test. It will take less than 30 min.
If you can participate, please respond to the discussion with your name, email 
address, and phone number.
Thank you!


Anne Brock
Principal SC
BMC Software
925-226-0446
anne_br...@bmc.commailto:anne_br...@bmc.com


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Re: ARS Wiki

[Brock, Anne]

I believe the wiki was used for all the ITSM 8.0 beta customers, so we got 
feedback through that as well.

I am personally a big fan of locally stored PDFs; but once I learned out to 
create complex ones from the wiki my life was good.  (Go to browse/advanced 
first; select pdf export; select the pages you want in your doc; then click 
export)

I know - I still want the set of PDFs available pre-made when a new version 
comes out without it being one huge doc... I love the master index. But how 
many times do people complain about doc bugs that never get corrected until the 
next version comes out?

Still some tweaking to be done on the site, but I think as we all get used to 
it we'll be happier with it!

Anne



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Friday, November 02, 2012 9:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS Wiki

**
David,

Let's see...

BMC discussed the idea of changing to wiki based documentation at WWRUG 2011 in 
the general session (I
know because I discussed it).  And, this has been talked about in User Groups 
and other gatherings in the
year since then.

BMC has some products that are using wiki based documentation - the ADDM 
product for example - and
have been for several years and have gotten a lot of positive customer feedback 
on the concept.

BMC did have discussions with various advisory boards and customers in general 
about the concept of moving
to a new approach for documentation and received pretty much universal comments 
that a move to a more
interactive approach that is available from anywhere, can be linked easily, can 
be commented on and updated
quickly was a good approach to take.

No, BMC did not talk with every customer individually about the change, but 
there was over a year of prior
discussion that there was going to be a change and there was exploration of the 
topic with many customers
well in advance of any move.

Yes this is different (and I am someone who loves books and want the paper in 
my hands and refuses to use
electronic books of any form).  There is a different feel and there is a 
different interaction paradigm.

There have been several comments from folks where there have been problems 
interacting with the docs.  If
you have comments/suggestions about specific data or specific pages, definitely 
use the comments section
and as has been shared, the doc team is actively watching and responding to 
comments.  If there are larger
issues like general navigation concerns or problems getting to functions like 
printing, just include a note in your
posting that you would be willing to talk with the doc team about your 
experience and I am sure that I can
have someone in contact with you to listen to your feedback (just like there 
was a team at WWRUG 2012 to
do just that) and see if there isn't something more generic that can be changed.

Overall, the idea of online doc, more wiki style is a style of documentation 
that more and more customers are
asking for and expecting.  There was a similar reaction to the change from 
printed documents to on-line only
documents that happened 5 to 7 years ago.

If you are having challenges, please leave comments or volunteer to have a 
discussion with the doc team so
they can provide the best doc experience possible.

Doug Mueller

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark
Sent: Friday, November 02, 2012 9:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS Wiki

**
ARS 8 was released September 20, correct?  So asking for opinions on the change 
a month later at RUG isn't what I'm suggesting.  I'm asking if proper 
consultation with the developer community... the primary users of such 
documentation... was held prior to making the decision.  Apparently not, given 
the current discussion.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David
Sent: Friday, November 02, 2012 11:30 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS Wiki

**
AT WWRUG12, BMC/Remedy was formally asking people's opinions of the new 
documentation.   Any one could schedule time to sit with the developers and 
discuss.

Dave


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of 
David M. Clark
Sent: Friday, November 02, 2012 12:27 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ARS Wiki
**
Just curious... anyone here remember being asked their opinion on this change 
in format prior to them doing it?  That would seem like a good idea.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Shellman, David
Sent: Friday, November 02, 2012 10:34 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ARS Wiki

**
As I said. I prefer the 

OT RE: [EXTERNAL] Re: WWRUG13 Dates?

[Brock, Anne]

Oh dear - what if THIS ends up being the longest thread?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Thursday, October 25, 2012 2:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Re: WWRUG13 Dates?

**
Ah!

Show your sheep-biting face, and be hanged an hour!
Thou mammering earth-vexing flax-wench!
Thou whoreson mandrake, thou art fitter to be worn in my cap than to wait at 
my heels.
Thou wimpled idle-headed lout!

Natalie Stroud
SAIC @ Sandia National Laboratories
ARS-ITSM Tester
Albuquerque, NM USA
nkst...@sandia.govmailto:nkst...@sandia.gov
ITSM 7.6.04 SP2 - Windows 2008 - SQL Server 2008


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of d...@wwrug.com
Sent: Thursday, October 25, 2012 3:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Re: WWRUG13 Dates?

**
I have asked for the BMC Communities name to be corrected so it matches with 
what we use everywhere else.

I knew a BA in English had to be useful for something, not like any of use 
actually use it day to day :)

Now if we could just prevent the use of words like technology meaning a piece 
of software and cadence
For the frequency of doing something.

Hmm, who did I give that Shakespearean curse book to? We could use a few 
obscure words from the bard
to show how much language doth vary.

It is Friday in Australia and as far as anyone knows, that is where I am 
posting this from :)

Dan

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: October 25, 2012 4:51 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Re: WWRUG13 Dates?

**
So you know my qualifications, I have a B.A. in English and studied to be a 
technical writer way back in the day.  It's interesting that I became a 
software tester because I find proofing software to be quite similar to 
proofing documents.  There's at least one technical writer I know of who agrees.

Technically speaking, Users' Group is the most correct because we are talking 
about a group for multiple users, but we could replace for with belonging 
to without losing too much meaning, and the apostrophe denotes possession.  
However, Users Group would also be acceptable despite its lack of technical 
correctness because it has slipped into common usage.  That's how language 
evolves - ways of writing that at one point in time are not considered correct 
can move into acceptable usage if enough people adopt them.  Users insert 
noun of your choice] has apparently passed that threshold.


Thanks for providing the dates, Daniel, as I'm the one who posted the original 
question at the bottom of this thread.

Natalie Stroud
SAIC @ Sandia National Laboratories
ARS-ITSM Tester
Albuquerque, NM USA
nkst...@sandia.govmailto:nkst...@sandia.gov
ITSM 7.6.04 SP2 - Windows 2008 - SQL Server 2008


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of 
arslist
Sent: Thursday, October 25, 2012 2:26 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: [EXTERNAL] Re: WWRUG13 Dates?

**
IF we are in control of the scheduling for 2013,
WWRUG13 will be the week of October 21-25, 2013
[we have hotels holding the dates, no signed contract].

If Oracle buys out BMC,  Oracle OpenWorld 2013 is Sept 22-26
It is 65X the people with 35X the papers, we won't get lost in it or anything :)

There are two cities in the running for WWRUG13, Houston and San Jose.
You can vote or comment in BMC Communities,
And read the words to David Easter's song and a reply song from someone else
In the WWRUG: World Wide BMC Remedy User Group community

And yes I just noticed there is an s missing in the communities name,
Or we have it wrong.

Grammar experts: should it be User or Users or could both be right?

Daniel

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of michael campbell
Sent: October 14, 2012 5:49 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: WWRUG13 Dates?

**
i vote miami beach fountain bleau...
we tried that once, didn't work out, 2013

mike


Date: Fri, 12 Oct 2012 09:40:43 -0500
From: arsl...@mattreinfeldt.commailto:arsl...@mattreinfeldt.com
Subject: Re: WWRUG13 Dates?
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG

**
Understood, Dave.  Thanks!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Dave Shellman
Sent: Friday, October 12, 2012 9:21 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: WWRUG13 Dates?

**
Matt,

Yes other conferences are taken in consideration.  However holidays including 
various religious observances and hotel availability are first consideration.

Dave

On Oct 12, 2012, at 8:45 AM, Matt Reinfeldt 

OT: WWRUG12

[Brock, Anne]

I just wanted to report that after years of emailing her, I finally got to meet 
the awesome Claire Sanford face to face!

WWRUG is great!

Anne Brock
Principal SC
BMC Software
925-226-0446
anne_br...@bmc.commailto:anne_br...@bmc.com


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Re: [EXTERNAL] Re: functional role question

[Brock, Anne]

SABrown is Steve Brown, a  long-time BMC employee; currently he is an SC in the 
west.

Unfortunately, he didn’t realize how useful it is and isn’t sure where his 
source code is, so we may not be getting an 8.0 version any time soon… I’ll 
pass on the good feedback to him!


Anne Brock
Principal SC
BMC Software
925-226-0446
anne_br...@bmc.commailto:anne_br...@bmc.com



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Monday, September 24, 2012 4:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Re: functional role question

**
I don’t know who sabrown is but kudos to him or her for this neat little 
utility.  I created an Access db with this info, but I didn’t have time to make 
it really slick, so I end up having to page through ALL the functional roles 
and permissions until I find the one I need.  (Luckily I generally at least 
know whether what I need is permission or functional role!)

This is cool because you punch in what behavior you need and it tells you what 
permission or functional role gives that. However, one potential ‘gotcha’ I see 
with this is when a functional role or permission provides multiple app 
behaviors and you’re okay with users getting one behavior but not the other – 
if I pick Add or Remove Support Staff from Support Groups, for instance, I 
don’t see something cueing me that Support Group Admin also gives Access to 
Modify Incident Templates. At least with permissions, I think ITSM lets you see 
everything the permission lets a user do at the time you go to add it, but I 
don’t remember offhand whether it shows the equivalent info with functional 
roles.

In the end, it still boils down to the need to really know both the permissions 
and the functional roles. – what they do and how willing you are to take on the 
headaches associated with whatever problems your users create for themselves 
using their shiny new privileges!

Natalie Stroud
SAIC @ Sandia National Laboratories
ARS-ITSM Tester
Albuquerque, NM USA
nkst...@sandia.govmailto:nkst...@sandia.gov
ITSM 7.6.04 SP2 – Windows 2008 – SQL Server 2008


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk
Sent: Monday, September 24, 2012 4:22 PM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Re: functional role question

** I always use the below tool when I have  a question about the roles or 
permissions in ITSM.
A great tool to keep it in your admin help utilities folder.

https://communities.bmc.com/communities/docs/DOC-9005#comment-7957


On Monday, September 24, 2012 11:36:35 AM UTC-7, Martinez, Marcelo A wrote:
**
Hello all,
I am trying to assign one of my users the functional role that will allow them 
to create incident mgmt decision tree configurations.  They have the ability to 
create templates (Support Group Admin). But they cannot see the option to 
create decision trees or scripts.
Does anyone know what the role is?

Thanks,
Marcelo


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Re: iPhones and Aeroprise

[Brock, Anne]

Note - there are two versions of the mobility client - Classic and NextGen - 
and there are different devices supported and different capabilities. I've been 
learning more about this lately, but recommend checking with your BMC account 
rep or SC as you are thinking about mobility.

Anne Brock


Anne Brock
Principal SC
BMC Software
925-226-0446
anne_br...@bmc.commailto:anne_br...@bmc.com



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Tuesday, September 18, 2012 8:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: iPhones and Aeroprise

** Phew!  That's what I was hoping to hear!  Thanks Tommy!
On Tue, Sep 18, 2012 at 10:58 AM, Tommy Morris 
tommy.mor...@pinebreeze.commailto:tommy.mor...@pinebreeze.com wrote:
**
The iPhone works great with Aeroprise. The interface is clean and is very 
Apple-like. I believe that there is even an app for it.

Tommy Morris
CMDB Certified Specialist
Director of IT Service Management

Error! Filename not specified.http://www.pinebreeze.com/
tommy.mor...@pinebreeze.comhttps://exg5.exghost.com/owa/redir.aspx?C=1d40184b0dc44e86917981c2ecb56197URL=mailto%3atommy.morris%40pinebreeze.com
817.727.1021tel:817.727.1021 - mobile
972.899.2366tel:972.899.2366 - office
972.899.2898tel:972.899.2898 - fax

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. 
Baltimore II
Sent: Tuesday, September 18, 2012 9:56 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: iPhones and Aeroprise

**
Has anyone utilized the iPhone via Aeroprise?  We are intending on using 
handheld scanners that are connected to the iPhone for asset management.  Our 
original solution was to use Blackberry via the BES to aeroprise, but given the 
current uncertainties surrounding RIM, the decision has been made to move away 
from Blackberry.  iPhone is currently the preferred solution, but I'm unable to 
find any documentation on using them with the iPhone.

Thank you in advance for any information!

ARS 7.6.04
Aeroprise Mobiltiy for ITSM 7.6.04
Windows 2008 servers
Apache

--
Warren R. Baltimore II
Remedy Developer
410-533-5367tel:410-533-5367
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--
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Remedy Developer
410-533-5367
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Re: 'Modify All' on ITSM HPD:Help Desk 7.6.04 form

[Brock, Anne]

That was fixed it in either patch 1 or patch 2 of 7.6.04. I think you just have 
to upgrade the midtier.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
Sent: Friday, July 27, 2012 2:22 PM
To: arslist@ARSLIST.ORG
Subject: 'Modify All' on ITSM HPD:Help Desk 7.6.04 form

**
Ladies and Gents;

Has anyone else seen this or found a fix?  We have the need to close multiple 
tickets all at one time in the Incident form of ITSM 7.6.04.

From the web client, when a list is displayed and multiple tickets selected, 
the 'Modify All' button is visible and active.  The button returns a blank 
form as it should, however nothing is saved to the records when the form is 
modified and the 'Save' button is clicked.  'Modify All' works as expected on 
all other forms.

Could this be yet another bug or could we be missing an Active Link or Filter, 
or something?

R

Ray Palla
Sr. IT/Remedy Consultant

[cid:image001.jpg@01CD6C21.EFC66690]

[cid:image002.jpg@01CD6C21.EFC66690]

Mobile: 512-917-1739
Time Zone: Central

Email: ray.pa...@insona.commailto:ray.pa...@insona.com
[cid:image003.gif@01CD6C21.EFC66690] Professional 
Profilehttp://www.linkedin.com/pub/1/544/598

INSONA Corporation
http://www.insona.com/1201 Berry Lane
http://maps.google.com/maps?q=10650+SW+Plaza+CT%2CBox%3A+J68%2CHouston%2CTX+77074%2CUSAhl=enGeorgetown,
 TX
78626-3832 USA
Infrastructure Solutions - Network Applications





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inline: image001.jpginline: image002.jpginline: image003.gif

bmc.dn - Business Process Designer forum

[Brock, Anne]

Wanted to let everyone know the Business Process Designer (previously known as 
Abydos) forum is now live on bmc.dn/communities. Since I managed to move things 
into it BEFORE it was public (my bad), I was appointed to do the announcement!

The forum is at this link:
https://communities.bmc.com/communities/community/bmcdn/bmc_it_service_support/itsm_process_designer

Again, Process Designer is available to suite owners as of version 7.6.04 and 
above.

Anne

Anne Brock
Principal SC
BMC Software
925-226-0446
anne_br...@bmc.commailto:anne_br...@bmc.com


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Re: Change phases

[Brock, Anne]

If you use templates, you can now skip phases; not sure which patch this was in 
- I believe a 7.5 patch, but it's definitely there in 7.6.x. So if you want a 
change to go from draft to implement to closed, skipping everything inbetween, 
you configure the status flow, hook it to a template, and use the template to 
start your change.

Anne Brock
Principal SC, BMC

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brett Azzopardi
Sent: Monday, December 05, 2011 2:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Change phases

SYS:Menu Items is where you can configure your change types. For your 
requirement to skip the implementation stage I would suggest you create some 
filters to account for the manual change in status and add an additional action 
and run qual to the specific VIS action Active Link for the accelerator bar. 
Good luck.

Brett



-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Peters, Ron
Sent: Tue 12/6/2011 9:13 AM
To: ARSList
Subject: Re: Change phases
 
Thanks that's what I was remembering but isn't exactly what I needed. I have a 
request from our change manager to remove a stage (as seen in the status field 
- I guess it's not a phase, or it could be) from a particular class of change.

When clicking next stage through a 'change' you eventually get to the status 
of 'Implementation in Progress'. Our change manager would like this step 
removed for a change of class 'no impact'.

After thinking through this it seems that all the stages are applied equally 
for all change classes and that to remove it from one would be an application 
customization. I was under the impression that each change class had its own 
set of definable stages much like the definable set of approvals. Is that true?

One last related question. If I wanted to add/remove change types (class) from 
the pull-down menu, is there a form to customize the list?

Thanks again,
Ron

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew C Goodall
Sent: Monday, December 05, 2011 1:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: Change phases

**
I was confused to what exactly you are referring to, e.g. approval process, 
progress bar, etc...

If you're referring to the approval process:

Application Admin Console -- Custom Configuration -- Foundation -- Advanced 
Options -- Approval Process Configuration -- Search existing mappings for 
CHG:Infrastructure Change

Each approval process config record has a status flow to enter begin, approved, 
rejected, no approvers states for your desired flow.

Regards,

Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com 
http://www.jcp.com/  |  972.431.1518

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Monday, December 05, 2011 12:31 PM
To: arslist@ARSLIST.ORG
Subject: Change phases

It seems like I've seen this before but I may have been dreaming. How do I 
configure a particular change type (no impact, normal, etc.) with regard to the 
stages that are included such as 'implementation in progress' or 'planning in 
progress' etc. I can't seem to find anything related in the 'change' section of 
'custom configuration'. This is of course assuming that it is a configuration 
and not a customization.

Thanks in advance.

The information transmitted is intended only for the person or entity to which 
it is addressed and
may contain confidential and/or privileged material. If the reader of this 
message is not the intended
recipient, you are hereby notified that your access is unauthorized, and any 
review, dissemination,
distribution or copying of this message including any attachments is strictly 
prohibited. If you are not
the intended recipient, please contact the sender and delete the material from 
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Re: Change phases

[Brock, Anne]

If you go into application admin, custom tab, change mgmt, advanced options - 
if you have it,  you'll see Process flow configuration as an option... if you 
don't see it, you don't have it. 

Not sure on change types/class; I'll see if I can find it. I would not add 
items to the list; that's a pretty specific list and used in things like 
approvals. But if you wanted to hide some choices, that would probably be ok. 
Again, templates help here because you can set the type in the template so 
users don't have to.



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Tuesday, December 06, 2011 9:30 AM
To: arslist@ARSLIST.ORG
Subject: Re: Change phases

Thanks. I'm on 7.5 but maybe not on the patch that included that. Would that be 
in the template configuration or someplace else. I want to determine if I have 
the right version or not.

Also, If I wanted to add/remove change types (class) from the pull-down menu, 
is there a form to customize the list? This seems like it might be related to 
the first question.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brock, Anne
Sent: Tuesday, December 06, 2011 8:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Change phases

If you use templates, you can now skip phases; not sure which patch this was in 
- I believe a 7.5 patch, but it's definitely there in 7.6.x. So if you want a 
change to go from draft to implement to closed, skipping everything inbetween, 
you configure the status flow, hook it to a template, and use the template to 
start your change.

Anne Brock
Principal SC, BMC

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brett Azzopardi
Sent: Monday, December 05, 2011 2:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Change phases

SYS:Menu Items is where you can configure your change types. For your 
requirement to skip the implementation stage I would suggest you create some 
filters to account for the manual change in status and add an additional action 
and run qual to the specific VIS action Active Link for the accelerator bar. 
Good luck.

Brett



-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Peters, Ron
Sent: Tue 12/6/2011 9:13 AM
To: ARSList
Subject: Re: Change phases
 
Thanks that's what I was remembering but isn't exactly what I needed. I have a 
request from our change manager to remove a stage (as seen in the status field 
- I guess it's not a phase, or it could be) from a particular class of change.

When clicking next stage through a 'change' you eventually get to the status 
of 'Implementation in Progress'. Our change manager would like this step 
removed for a change of class 'no impact'.

After thinking through this it seems that all the stages are applied equally 
for all change classes and that to remove it from one would be an application 
customization. I was under the impression that each change class had its own 
set of definable stages much like the definable set of approvals. Is that true?

One last related question. If I wanted to add/remove change types (class) from 
the pull-down menu, is there a form to customize the list?

Thanks again,
Ron

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew C Goodall
Sent: Monday, December 05, 2011 1:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: Change phases

**
I was confused to what exactly you are referring to, e.g. approval process, 
progress bar, etc...

If you're referring to the approval process:

Application Admin Console -- Custom Configuration -- Foundation -- Advanced 
Options -- Approval Process Configuration -- Search existing mappings for 
CHG:Infrastructure Change

Each approval process config record has a status flow to enter begin, approved, 
rejected, no approvers states for your desired flow.

Regards,

Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com 
http://www.jcp.com/  |  972.431.1518

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Monday, December 05, 2011 12:31 PM
To: arslist@ARSLIST.ORG
Subject: Change phases

It seems like I've seen this before but I may have been dreaming. How do I 
configure a particular change type (no impact, normal, etc.) with regard to the 
stages that are included such as 'implementation in progress' or 'planning in 
progress' etc. I can't seem to find anything related in the 'change' section of 
'custom configuration'. This is of course assuming that it is a configuration 
and not a customization.

Thanks in advance.

The information transmitted is intended only for the person or entity to which 
it is addressed and
may contain confidential and/or privileged material. If the reader

Re: SR Approval

[Brock, Anne]

Ever since the 5.something days, we do not require that you have a write 
license if you are doing Change Approvals, SRM Approvals (once SRM came out), 
or Purchase Req approvals (basically, if BMC provides the approval process as  
part of the app, you don’t need a write license). If you add approval processes 
to any BMC apps or if you create approval processes for custom apps, those do 
require a write license.

If this is not working for you, please enter a support ticket so they can 
follow up on it.

Anne Brock
BMC Principal SC

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Gmail
Sent: Saturday, November 19, 2011 5:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: SR Approval

**
Matt,

Thanks for bring this important point to my attention.  Apparently, it seems 
that this never even worked for change approvers.  All users that are able to 
approve, have an AR floating license, so there is no problem.  I might have 
been under the impression that it worked with no license, but It doesn’t seem 
to be true.
Change approvers need AR license of Fixed or Float in addition to Change 
Approval Functional Role.

Moe.

From: Matt Laurenceau [mailto:matt.laurenc...@gmail.com]
Sent: Friday, November 18, 2011 7:24 PM
To: moe.abdela...@gmail.com
Subject: Re: SR Approval

Hi Moe.

By customizing such workflow, be aware that you're violating your license 
contract with BMC.
You'd better assign fixed or floating licenses to these managers.

Actually, this is strange, since Change Approvers should not need a license 
AFAIK.
You may want to work that out with BMC Support.

Regards,
~ Matt Laurenceau
Senior Community Ambassador, BMC Communities
matthieu_laurenc...@bmc.commailto:matthieu_laurenc...@bmc.com
Follow me @Matt_L
Skype: matt.laurenceau


On 19 nov. 2011, at 01:14, Gmail 
moe.abdela...@gmail.commailto:moe.abdela...@gmail.com wrote:
**
We currently have a service request that requires the requester’s direct 
manager to approve it. The issue is,  not all managers have licenses. We had 
the same requirement for Change Management and we did some customizations to 
the AP forms to allow anyone to approve with no license. We did the same 
customizations for SRM, but for some reason, it does not work. We got it to 
work on our Dev environment which is one instance only. However for QA and 
Prod, which are server group, the customization does not work.

I am wondering if anyone has done something similar to this and can shed some 
light if possible.

We changed the permission to Public to change on field ID 102 and 13191

Environment:
ARS 7.5.04
ITSM 7.6.0
SRM 7.6.02
Oracle 10g
Mid-tier 7.5.4
Windows 2003 Enterprise x64


Moe.
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Re: Duplicate Change (CRQ) Request records

[Brock, Anne]

I don't remember if Change mgmt 7.0 had this; I think it did; but instead of 
using copy to new, they should be using the copy change link over in the 
left-hand menu. It's definitely there in later versions, but thought it was 
there in 7.0 as well.

Thanks, Anne
Principal SC

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Thursday, October 06, 2011 10:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: Duplicate Change (CRQ) Request records

** The Copy to new is why you get the some Change ID and Instance ID. All 
fields are copied to the new record except the Request ID that is always 
created in initial save. Newer versions of change now have a copy to new 
functio that limites the fields copied.

-Original Message-
From: Vincent Dapper vincent_dap...@hotmail.com
To: arslist arslist@ARSLIST.ORG
Sent: Thu, Oct 6, 2011 1:01 pm
Subject: Re: Duplicate Change (CRQ) Request records
**
Additional Info:

The duplicate Change Request IDs only happen whenever a user initiates 
Copy-To-New.

Thanks,
Vincent


From: vincent_dap...@hotmail.commailto:vincent_dap...@hotmail.com
To: arslist@arslist.orgmailto:arslist@arslist.org
Subject: Duplicate Change (CRQ) Request records
Date: Thu, 6 Oct 2011 11:43:47 -0500
Dear Listers,

Remedy 7.1.00 patch 011
ITSM 7.0.02 patch 003
Running on Windows 2003 Server
Microsoft SQL Server 2005

The past few days, we are having issues with duplicate Change Request records 
being created by the system.

Change ID*+

InstanceId(179)

Request ID(1)

CRQ00103990

ID00145E7B66A6LzWNTgD_bOAQG4wE

CRQ00102458

CRQ00103990

ID00145E7B66A6LzWNTgD_bOAQG4wE

CRQ00102459



Our theory points to Time-outs being presented by the server while users are 
hitting Save.  In the meantime, users keep hitting Save thinking their request 
has not gone through and thereby probably creating the duplicate CRQ records(?).

Anyone encountered this similar issue in the past?

Any assistance is appreciated.

Thanks,
Vincent
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Re: Must have Asset to add CI records?

[Brock, Anne]

Yes, absolutely Incident and change users can manage CIs. If they have an Asset 
Admin/license time None, they can create records; if they have Asset user/None, 
they can update the CIs to which their support groups are attached.

While Asset Mgmt is an awesome application and gives you a lot of tools to 
manage your CIs, you don't need to purchase user licenses for it to allow users 
to create and update CIs.

I believe the incident management user manual - or the ITSM configuration guide 
- covers what Asset Admin vs Asset User can do.

Anne Brock
Principal SC

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peter Romain
Sent: Monday, September 26, 2011 11:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: Must have Asset to add CI records?

**
If you have installed any of the ITSM apps then the AST forms are present.

You can add AM licenses of fixed and floating to users who need to use AM 
functions such as contract management.

For all other users you can give them the license type 'None' and they will be 
able to create and update CIs using the AST forms.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Charlie Wilson
Sent: 26 September 2011 17:22
To: arslist@ARSLIST.ORG
Subject: Re: Must have Asset to add CI records?

**
Thanks. I am familiar with Core, Explorer, managing CIs, etc. That is not where 
I am having trouble. I am looking to manage CI data and allow some users to 
manage CI data through the ITSM interface. I am afraid the limitation may be 
the AST and related forms.  It appears that you can't manage CI data with an 
Asset license.  If that is true, it makes CMDB practically useless from 
Incident, Problem, and without an Asset license.

On Mon, Sep 26, 2011 at 12:11 PM, Roger Justice 
rjust2...@aol.commailto:rjust2...@aol.com wrote:
** Review the Atrium Core manuals. The Explorer will allow you to create and 
maintain CIs.


-Original Message-
From: Charlie Wilson wilsonc...@gmail.commailto:wilsonc...@gmail.com
To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Sent: Mon, Sep 26, 2011 11:38 am
Subject: Must have Asset to add CI records?
** We have several ITSM 7.5 applications but not Asset Management. Obviously, 
CMDB is required for all of the apps.  Is it impossible to add and modify CI 
data without having a Asset Management application and Asset Admin user 
license? We do not wish to purchase AM for we don't need any asset management 
features at this time. We simply want to manage configuration data. _attend 
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Re: Customer search and hover display in Incident form

[Brock, Anne]

Hi, All -

Yes, BMC is aware of this requirement. Unfortunately, I cannot speak to 
features of future versions as the feature could be dropped or something else 
included pre-GA. But yes, BMC is very aware of this requirement.

Anne

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault
Sent: Friday, August 19, 2011 9:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Customer search and hover display in Incident form

**
Interesting...
Somehow some BMC business analyst thought the email address was more 
important/meaningful for searches than the login ID, which may work well only 
in the situations where the IT shop is a service provider of multiple 
companies. On the other hand, I am almost positive the BMC analyst did not 
think about your scenario, or for that matter educational organizations.

I am sure you have submitted an RFE already, have you got any response yet?

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of strauss [stra...@unt.edu]
Sent: Friday, August 19, 2011 12:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Customer search and hover display in Incident form
**
No it is not - we have way too many variations since the students are on a 
hosted Microsoft system with a firstlast@ email address pattern (used to be on 
an internal system that DID use login name with a unique mail system name); 
faculty/staff are on an internal Exchange system with a different first.last@ 
pattern (used to be GroupWise which was yet again different), and login names 
are on a Novell Identity Manager (LDAP) system which provides email aliasing to 
a variety of the combinations.  The aliases are all over the map as well, 
because there is so much history involved.  And 1/3 of the records in the 
customer table have NO email address; they are mostly inactive, but they would 
be impossible to search (and people do come back to graduate school years 
later).  No, we tested with the Customer field set to email, and it was not 
useful.

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 Guillaume Rheault
Sent: Friday, August 19, 2011 11:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Customer search and hover display in Incident form

**
Hey Chris,

Is the Login ID part of the email address for your organization? If so... you 
could use the search on the customer email field without any modifications, to 
serach for a customer by login ID. Just a thought.

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of strauss [stra...@unt.edu]
Sent: Friday, July 29, 2011 11:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Customer search and hover display in Incident form
**
Thanks to your hints I now have the On Hover actions for Customer and Contact 
displaying Login ID and Desk Location, and I have the Auto Complete working for 
Login ID and Direct Contact Login Name.  I rated it Easy-Button easy compared 
to some of the other code I'm working on, directly attributable to your notes.  
The ALs for attaching the menu to Login ID/Name even take care of moving the 
cursor focus to them for me.

I did find a sneaky way to minimize the code for Login ID; use Login ID to 
search CTP:People and return Corporate ID, then throw it into Customer and fire 
the OOTB active link guides used for that field.  It's a similar process for 
HPD:Help Desk Dialog, although you have to backfill Login ID afterwards.  This 
way all of the rest of the searching and field population is  in the hands of 
OOTB guides, including pop-ups in CTM:Search People when you have a login name 
lead to someone with more than one People/User record (multiple corporate ID 
matches).  This saved me from re-developing and implementing all of the custom 
ALs and AL Guides that I built to add Login ID to the Customer and Contact 
search routines in ITSM 7.6.00/7.6.03 during testing.  ANYTHING to make the 
next patch/Sp/upgrade easier than this one.

I still had to use AL and Filter logging via the User Tool to figure most of 
this out - the web substitute is atrocious. That means crashing the User Tool 
several dozen times a day as it struggles to load and operate the Incident 
form, but it beats the heck out of the alternative.  I'm not looking forward to 
fighting the Incident Console, which won't load in the User Tool at all, but 
our helpdesk is going nuts because it mixes Assigned and Owned Incidents 
together with no possible filter (like the Role toggle in 7.0.02/3) and they 
are demanding relief.  At least it was easy to unhide the Assigned Group and 
Owner Group columns for them.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing  IT Center

Re: inline error messages.

[Brock, Anne]

Good posting from Dave Easter on Bmc.dn for this
https://communities.bmc.com/communities/message/185795#185795

The option is configurable for system generated messages.  Refer to Chapter 6 
Configuring servers and clients in: 
 
BMC Remedy Action Request   System 7.6.04 Configuration Guide
 
User Prompt Bar For

Specifies whether system messages appear in the prompt bar or a pop-up box. The 
options are:

Notes and Warnings (default)-Notes and warnings will appear in the prompt bar, 
but Errors will appear in a pop-up box.
All System Messages-All system messages will appear in the prompt bar.
None, Show in Popup-No messages will appear in a prompt bar. Instead, all 
messages will appear in a pop-up box.


Anne Brock
Principal SC
BMC Software

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Monday, June 20, 2011 7:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: inline error messages.

Look at the Server Information - Configuration - Use Prompt Bar for: selection. 
 I have not studied it, but that is probably what they are talking about.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing  IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Randy Evans
Sent: Sunday, June 19, 2011 6:12 PM
To: arslist@ARSLIST.ORG
Subject: inline error messages.

Some of our non-technical people went to the Chicago RUG a few weeks 
back.  They came back wanting inline error messages instead of 
pop-ups.   The way they are describing it is that it's a server setting 
or application setting.  I've looked around and can't find it in 7.6.04 
does anyone know where it is?

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Re: ITSM Suite 7.6.04 (including AR System 7.6.04) has reached general availability

[Brock, Anne]

As I just learned, our new Identity Mgmt application - IRM - works with BMC 
identity tools (Control-SA) and with Oracle and Sailpoint.  We are working on 
other 3rd party adapters, don't know which ones. Not sure about an SDK.

Hope that helps

Anne Brock
Principal SC

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Robert Fults
Sent: Monday, January 31, 2011 6:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Suite 7.6.04 (including AR System 7.6.04) has reached general 
availability

**
Just downloaded  the new version and noticed that SRM comes with something 
called Identity Request Management.  What is this about?  Is BMC going to be 
developing some integrations to other IDMs, or this just an SDK for us to do it 
ourselves?

-Robert Fults
Remedy Admin/Dev.
Florida International University
Email: rfu...@fiu.edumailto:rfu...@fiu.edu
http://uts.fiu.eduhttp://uts.fiu.edu/

From: Easter, David [mailto:david_eas...@bmc.com]
Sent: Friday, January 28, 2011 9:24 PM
Subject: ITSM Suite 7.6.04 (including AR System 7.6.04) has reached general 
availability

**
FYI - The IT Service Management Suite version 7.6.04 has reached general 
availability and is available for download from the Product Downloads 
(EPD)http://apps.bmc.com/server/available.cfm?fc=EPDAPP site.

The compatibility matrix site will be updated within the next few business days.

-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.

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Re: License Question...

[Brock, Anne]

And just as a reminder (although Dave is the official voice of BMC) -

Free read/submit is intended as a convenience for people - usually end users -  
to submit their own tickets; if they then need to add an update they can.

One should not try to get around this by, for an example, having a help desk 
person take the ticket on the phone; putting them as the submitter; and then 
letting them work the ticket through to the end or put in updates from the 
second level people who are actually working the ticket without a write 
license. Or let's say I'm a change person; if I open a change request for 
myself and then want to work it all the way through to completion - I should 
have a write license.

If one is working a ticket, one is expected to have a write license. There are 
always technical tricks you can do, but those are not allowed (the EULA has 
wording to this effect).

Anne
*** not speaking officially from BMC but trying to ensure the point of read vs 
write licenses are not missed ***

now, back to the smoked salmon...

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roberts, Chas
Sent: Thursday, January 27, 2011 10:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...

Hi David,

Thank you.

So in the case of custom in-house developed ARS applications licenses are 
required to be purchased for those who need update access to tickets they did 
not submit, in effect limiting the licenses required to only those individuals, 
rather than some percentage of the total population of submitters, correct?

Or put another way, there is no requirement to purchase a large number of 
unnecessary licenses for those who do not update tickets they did not submit?


Chas


Subject: Re: License Question...

From the Configuration Guide:

The Submitter Mode options are

Locked—Enables users who have their name in the Submitter field to modify 
requests without a write license. This does not apply to users with a 
Restricted Read license who cannot modify requests under any circumstances. In 
the locked submitter mode, after the entry is submitted, the value in the 
Submitter field cannot be changed.

Changeable—Requires users to have a write license to change any record, 
including requests for which they are the submitter.

So ignoring business licensed rights for the moment, a user with a read license 
and submitter mode set to “Locked” would be technically able to submit data to 
the system and modify their own submissions since their name is in the 
“Submitter” field.

-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 Roberts, Chas
Sent: Thursday, January 27, 2011 09:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...

Notwithstanding any requirements for licensing that may apply for using canned 
applications, is my understanding of “Submitter Mode Locked” sound?

I am only referring to user developed ARS apps.


Chas


Subject: Re: License Question...

You are purchasing the business license rights to use the Self-Service 
applications (SRM and RKM) in a defined manner – namely to allow end-users to 
submit service requests, view their service requests and to view knowledge 
articles provided for self-service.  Regardless of any other business rights 
obtained through other licenses purchased, you have to purchase Self-Service 
user capacity to use SRM and RKM for self-service.

When you purchased AR System, you obtained unlimited rights to use the “free” 
read licenses within applications that have no other restrictions around their 
use.  For Self-Service, there is an additional business license right that is 
needed to use the applications for a specific purpose.  Regardless of the 
technology that enables their use, you have to have the business license rights 
to use the application as defined in your purchase contract.The 
Self-Service business license is needed in addition to any other licenses.

Trying to make this into a dumb metaphor, think about a fishing license.  A 
fishing license enables you to go fishing.  However, while the fishing license 
enables you to fish, there may be additional rules in place that limit you to 
catch a certain number of fish, only fish in certain places or disallow the 
catching of certain kinds of fish.  Even though your fishing license says you 
can go fishing, that license is further modified by other “contracts” (in this 
case, laws or regulations).   So just because I have a fishing license that 
lets me catch an unlimited amount of sardines, that same license may 

Customizing BMC Remedy OnDemand

[Brock, Anne]

More information on On Demand from the expert, Tony Myers! Apologies, he meant 
to post on Nov. 12th, but ... well... things happen...

From: Tony Myers [mailto:for...@developer.bmc.com]
Sent: Friday, November 12, 2010 2:29 PM
To: Brock, Anne


BMC Communitieshttp://communities.bmc.com/communities/index.jspa

Customizing BMC Remedy OnDemand



Frequently Asked Questions:

Q: Why do you limit customizations in Remedy OnDemand and what are the 
limitations?

A: (posted to ARList on Nov 12)

We do support customizations as a part of the Remedy OnDemand offering and 
those customizations are maintained during upgrade as long as they are in line 
with best practices guidelines. What we have seen so far is that customers are 
using the move to SaaS as an opportunity to drive standardization and 
consolidation. This means 0-10% customization vs. highly customized 
environments. The cadence of delivery (updates 2-3 times a year) is probably 
the primary consideration for considering on-premise or MSP delivery mechanisms 
for highly customized environments. Customizations are maintained but customers 
still need to make sure their logic around the customizations are valid from 
release to release. Any SaaS provider that allows customizations has this 
constraint (the more customizations, the more evaluation the customers need to 
do, the longer it takes in a short period). Since there is no option to skip 
releases in SaaS, it presents a unique challenge for customers that like the 
concept of SaaS but don't like the cadence of the release it brings.



For this reason, we have defined best practices around customizations that 
outline things customers SHOULD stay away from. This guide is going through 
some revisions and will we plan to post in on-line soon. Customizations that 
are adding features and functionality are typically okay. Some light 
modifications to existing workflow are also okay (as long as its done 
correctly). We warn customers to stay away from heavy customizations that 
effect core workflow or foundational structures. An example of this is adding a 
forth tier to operational categorization, or changing the way multi-tenancy 
works, or modifying the organizational structures. These are changes with wide 
impact across the suite.



With the existing offering, we put a certification process in place that guards 
against 1) customizations that dont conform to best practice, and 2) moving 
significant customizations into production as we know that customers could 
struggle with validating and potentially adjusting the logic in the short 
upgrade timeframe. The overlay concept will significantly help customers 
automatically preserve customizations as well.



Finally, there were some comments on BSM and SaaS. Our direction is absolutely 
BSM OnDemand. This does NOT mean all components run in the cloud but it does 
mean use cases that cross OnDemand and on-premise are achievable. For example, 
ADDM or another discovery technology can be deployed on-premise and pushes 
updates to the CMDB that sits in the OnDemand offering. The discovery 
technology sits close to the infrastructure as would other infrastructure 
specific technology like alerting and, to some extent, automation. The key is 
the integrations and performance. The typical integrations we have seen so far 
is through web services and direct API calls (requires an internet VPN). This 
hybrid approach to BSM is very achievable and we have some live customers 
consuming bits of it now.



Thank you for your participation on BMC Communities.

Re: Remedy OnDemand - SaaS platform discussion

[Brock, Anne]

 the business change and may hence easily fall behind the 
officially supported version.

Thanks in advance for sharing any information on the questions above.

Jiri Pospisil

Remedy Specialist
LCH.Clearnethttp://www.lchclearnet.com/



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Brock, Anne
Sent: 11 November 2010 16:14
To: arslist@ARSLIST.ORG
Subject: Re: Remedy OnDemand - SaaS platform discussion

**
Please talk to your account reps if you want to learn more about Remedy on 
Demand! Here are my comments, but please review our website and talk to your 
rep for official comments. I wouldn't normally post this much to this list, but 
I didn't want some misconceptions getting hardened in stone.

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

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

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

Anne Brock
Principal SC, BMC Software

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


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Re: Remedy OnDemand - SaaS platform discussion

[Brock, Anne]

Please talk to your account reps if you want to learn more about Remedy on 
Demand! Here are my comments, but please review our website and talk to your 
rep for official comments. I wouldn't normally post this much to this list, but 
I didn't want some misconceptions getting hardened in stone.

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

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

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

Anne Brock
Principal SC, BMC Software

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



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Re: Remedy OnDemand - SaaS platform discussion

[Brock, Anne]

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

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

Appreciate everyone's interest!

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


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

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

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


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

Hi Ann,

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

Guillaume

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

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

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

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

Anne Brock
Principal SC, BMC Software

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


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Re: Remedy OnDemand - SaaS platform discussion

[Brock, Anne]

Hi, Ben -
I do agree this list is a great way to get details out; I'm very happy the 
original poster listed his concerns so I could address them. On the other hand, 
I know this site is for technical issues and the last thing I want to do is 
discuss BMC offerings like On Demand if the list doesn't want to read them.  
Spam'ming this list could make Kelly Deaver demand I return my Remedy Rock 
Star t-shirt
I hope I addressed all the open issues for the moment; if there's anything else 
I missed let me know. And remember - most Tues . mornings, 9:00 a.m. central, I 
discuss and demo RoD on our webinar site - sign up at www.bmc.com/events ! (SD 
on Force, our other on demand offering, has demos on Thursdays...)
Anne Brock
Principal SC, BMC Software
*** opinions are my own not necessarily BMC's ***

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Benedetto Cantatore
Sent: Thursday, November 11, 2010 1:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy OnDemand - SaaS platform discussion

**
Anne,

While I understand that details are changing, I don't believe they're changing 
that fast that they couldn't be listed here, with updates added to the thread.  
You have an oppurtunity to discuss RoD to individuals who have shut down on the 
idea and won't take the extra step to go discuss this with their sales rep.  
Also, if there is any misinformation, it's your chance to dispell it.

I'm presently considering upgrading to 7.6 and along with that comes the 
question of scaling my current Remedy environment.  I'm not seriously 
considering RoD, but intrigued enough to read the thread.  There's a cost to 
upgrading hardware/software and potentially RoD could make sense.  A statement 
that customizations aren't allowed is definately a deal breaker, so reading 
that, I definately wouldn't pursue.  Then reading your comment that it is 
allowed, I'm again somewhat opened minded towards it.
If you feel Rod is a strong service, then embracing this thread is a good way 
to promote it.


Ben Cantatore
Remedy Manager
(914) 457-6209

Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701

 anne_br...@bmc.com 11/11/10 11:58 AM 
Apologies for places we contradicted each other (and hopefully I gave  you the 
correct info!) but RoD has been a very fast-moving project, and things have 
changed already - for example, we used to not allow customizations, now we do.

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

Appreciate everyone's interest!

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


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

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

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


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

Hi Ann,

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

Guillaume

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

1) You do NOT share your database with other companies. You have your own 
database instance. You can choose to use multi-tenancy within that, but you 
have your own set of apps, your own database
2) We provide Dev, Test and Production environments
3) You own the data (if you're going with BMC - I can't speak to other vendors)
4) Because it's the same application regardless of whether you are doing On 
Demand or On Premise, if you switch from On Demand to On Premise, you

Re: Chrome Browser support

[Brock, Anne]

what happens in Vegas stays in Vegas smile

Please go by the compatibility matrix or by Dave Easter's emails as those are 
the official sources!

Anne Brock
Principal SC, BMC Software

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Joe Martin D'Souza
Sent: Thursday, November 04, 2010 12:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Chrome Browser support

**
Not on the CM but from the buzz someone who attended the rug told me she heard 
there..

Joe

From: Easter, Davidmailto:david_eas...@bmc.com
Sent: Thursday, November 04, 2010 2:35 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Chrome Browser support

**
Chrome is not officially supported in AR System 7.6.03.

It is true that in informal tests, Chrome (because of its Javascript engine) 
does appear to perform as well or better than the other browsers.

However, there have been no formal requests from business customers to support 
Chrome.  While individuals may be using it, market information so far does not 
point to IT organizations formally moving to supporting Chrome as a corporate 
supported browser.  Were large IT organizations to start supporting it for 
business (as opposed to recreational or consumer) use, it would certainly 
bolster the BMC business case to add support.

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

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

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Andrew Fremont
Sent: Thursday, November 04, 2010 11:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Chrome Browser support

** hmm... I couldn't find Chrome on the Action Request System 7.6.03 
Compatibility and Support document.
Only IE6, FF3, and Safari 3.2.3 are supported.
On Thu, Nov 4, 2010 at 11:05 AM, Joe Martin D'Souza 
jdso...@shyle.netmailto:jdso...@shyle.net wrote:
**
7.6 supposedly supports it..

Joe

From: Rick Cookmailto:remedyr...@gmail.com
Sent: Thursday, November 04, 2010 2:03 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Chrome Browser support

**

Funny you should reference that.  At WWRUG, BMC's top web guy said that Chrome 
was the fastest browser for mid-tier.

Rick
On Nov 4, 2010 1:59 PM, Andrew Fremont 
andrewfrem...@gmail.commailto:andrewfrem...@gmail.com wrote:
_attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers 
Are_
_attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers 
Are_

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Re: Reporting Console

[Brock, Anne]

The answer I got for adding fields to reports:

 When you are designing an adhoc web report, the field list is fixed and based 
upon the Master View of the form you're working with. Additionally, some fields 
may not appear in the field list when the user lacks permissions to them or if 
they are of a field type that is not supported by the reporting implementation.

There is a view property named Master View for Server Processing that can 
have a TRUE/FALSE value. The field list should come from the view marked TRUE 
(one per locale). I believe that the ITSM forms have properly been tagged with 
Master Views... If no views are marked Master View then fields should come from 
the Default View.
 
Fields that are not supported are obvious non-data fields like trim, buttons, 
panel fields, etc. and some data fields like Diary fields, Attachment fields, 
table field columns. Additionally, fields that are DISPLAY (field Database  
Entry Mode property) will be excluded. There are a few more limitations in 
regards to field support within web reporting compared with the traditional AR 
System reports.


Anne Brock
BMC Software
Principal SC

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kelly Gatewood
Sent: Friday, October 15, 2010 8:17 AM
To: arslist@ARSLIST.ORG
Subject: Reporting Console

Does anyone know how to add a field to the drop down list in the Reporting 
Console?

Thanks

Kelly

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Re: WWRUG

[Brock, Anne]

Just had to add on to Doug's paragraph - he said:
I will be around all week.  Let's pick Wed night at the Evening with 
Engineering event as a time when it would
be terrific for you to find me in the crowd (I am the shy one standing in the 
back saying nothing with the
gray hair and beard) and let me know how it is going and if you think I was 
right in my assessment of the
event.


You will also be able to spot him by all the people circling to ask him 
questions!! but he's awesome and very approachable.

If he gets too buried, look for the other BMC'ers in the room (like me!) who 
will be standing there looking lonely  waiting to try to answer someone's 
question... from anyone who is willing to break away from Doug or  Dave 
Easter I'll also be in the booth, as will a bunch of other experienced 
Remedy people!

We'll see you and many others there!

Anne Brock
Principal SC
BMC Software


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Mueller, Doug
Sent: Friday, October 08, 2010 1:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: WWRUG

**
Sam,

Let me take a stab at your question

You will find the level of questions on this list and at RUG run the gamit from 
How do you spell CMDB? to
So, I have this triple outer join that involves a self join where I want to 
validate data that I will submit next
week against the entry today to make sure that the entry today is not in 
conflict -- assuming that I use the
`! syntax attached to a filter to change the phase that the filter runs in to 
run in the correct phase and that
I have already checked with dev studio and found that the form I am importing 
into does exist..

There are all levels of folks and even the same person is an expert in one area 
and has questions in another.

There will be discussions for all levels of folks.  Yes, some talks will be 
oriented toward folks with more
background.  But I would argue that most of the talks are appropriate for 
someone who is new to the
environment.  Heck, there are even talks that are targetted at managers and 
executives who the developers
sometimes question whether they understand what AR System is.

Will some topics be a bit confusing?  Maybe -- but then when you get to that 
topic in your work you will
suddenly remember the discussion and things may make more sense or at least you 
have a starting point.

WWRUG is for folks at all levels.  You will definitely find kindred spirits 
whether you have started using the
AR System last week or have been at it for 19 years.

Sometimes questions like the one you were asked in the email are all about 
understanding how to respond
to the question.  If you are an expert, the response uses shorthand and jumps 
to the detail while if you are
new, there is background and some introductory data that needs to be supplied 
sometimes that is just
frustrating if you were an expert while if left out for the newer person makes 
the answer simply confusing.

I have always received feedback and commentary from customers at all levels who 
have gone to a RUG
event over the entire history of the event where they have received enormous 
value from the event.  The
return on investment in terms of being able to better do the job or do more 
things in new ways has been
enormous.  This is also reflected by the number of people that go back (or at 
least try to go back if their
bosses let them) to the event in future years.

So, Sam, I would encourage you to seriously consider attending the WWRUG event 
in a bit over a week.  I
really think you will find the event a big positive.

I will be around all week.  Let's pick Wed night at the Evening with 
Engineering event as a time when it would
be terrific for you to find me in the crowd (I am the shy one standing in the 
back saying nothing with the
gray hair and beard) and let me know how it is going and if you think I was 
right in my assessment of the
event.

Doug Mueller


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Samuel A. Morris
Sent: Friday, October 08, 2010 12:42 PM
To: arslist@ARSLIST.ORG
Subject: WWRUG
**

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

Re: {Remedy ARS} Re: Mulitple Check boxes on Advance Interface Forms

[Brock, Anne]

When an Incident, Work order, or Change is created from an AIF, you can click 
on the Service Request button and then click on the more details button (I 
think that's what it's called - lower right hand corner of the Service Request) 
to bring up the AIF form. You actually don't need to create extra buttons to do 
this.

Of course, if you want to go directly to the AIF form, then a button would be 
needed...

Anne Brock
BMC Software

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Christine
Sent: Tuesday, May 11, 2010 12:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: {Remedy ARS} Re: Mulitple Check boxes on Advance Interface Forms

Thank you Mahesh. Can you clarify? Are you saying that you have
workflow on the Change form (in my case) that displays a button to
open the SR when the Change creation source is from the AIF? Sorry if
I'm a bit thick-headed here, I want to make certain I understand
correctly.

Last week I found the SYS:FormFieldSelection and was wondering if I
needed to touch this or not.

You may have just saved me a lot of work and a cleaner way to do
this.

Christine

On May 10, 2:46 pm, Mahesh mchand...@gmail.com wrote:
  Firstly, I never bother to map the data onto the back-end application form
 if the Request is generated using an Advanced Interface Form.

 All I do is display a button/hyperlink when the Change/Incident/Work Order/
 Release etc is created using Advanced Interface Form. The form is opened
 dynamically based on the Service Request Definition. For all other Standard
 Requests, we display the Request Details which already has all the
 information.

 Christine -Add Target Data is fetching information from SYS:Form Field
 Selection. I wouldn't recommend customizing or even worry about this for
 one Service Request Definition. Add as many fields as you want on the
 Advanced Interface Form and have work-flow to open that form directly from
 the back-end application.

 Thanks
 Mahesh





 On Mon, May 10, 2010 at 4:29 PM, Roger Justice rjust2...@aol.com wrote:
  ** I assume you would have it open the related Service Request that could
  be related to multiple Changes.

  -Original Message-
  From: Mahesh mchand...@gmail.com
  To: arsl...@arslist.org
  Sent: Mon, May 10, 2010 5:22 pm
  Subject: Re: Mulitple Check boxes on Advance Interface Forms

  ** Why not use Advanced Interface Form without backend mapping and have
  a button to open the form from the backend application (Incident/Work
  Order/Change/Release)

  This will even avoid duplication of data.

  Thanks
  Mahesh

  On Mon, May 10, 2010 at 4:14 PM, Christine 
  christineperryi...@yahoo.comwrote:

  Has anyone used an AIF to create a form with a long list of checkboxes
  that indicate a users request for application access? I need to
  replace a java web based form with an SRD. The web form is going away
  because of two companies merging; the web form is now considered by
  management something close to nuclear waste and it must be replaced.
  Works great, has for years, but needs to be gone.

  I have a basic AIF form (copy of the original) working at a very basic
  level. I have values from the Mapped 10-27 and Mapped 28 - 47 tabs
  successfully being sent to just the Detailed Description (Notes) field
  on the HPD:Help Desk form. That isn't a lot but at least the base
  process is working. From here, it gets a bit more complicated and I
  get lost.

  I need to create an AIF that would be a list of checkbox fields with
  titles such as 'General Ledger', 'Accounts Payable', 'Order
  Management', 'Inventory Control' and 'Work in Progress'. If a person
  checked the boxes next to 'Accounts Payable' and 'Inventory Control' I
  need to indicate this somehow in the HPD:Help Desk form.

  This being my first major foray into the AIF I'm wondering what is the
  best way to get the data to the HPD:HelpDesk form.

  My total list of checkboxes is somewhere around 140 (Placed in
  sections of course. It is going to be a lengthy listing of Oracle
  Applications Responsibilities). Does anyone know how to make such a
  lengthy checkbox listing work? The SRM 2.2 Admin guide (Pg 341) says
  If an end user response requires a selection field those fields can
  be placed on the Your Fields tab, and additional workflow with an
  execution order of zero can be created to set the field values on the
  Mapped tab to the value of those fields. This would be done with the
  hidden fields that are not used to pose questions to the end user.
  This allows those data types to be mapped automatically using the pre-
  defined mapping.

  What hidden fields? The 'Mapped' tab only has 9 fields and I don't
  think I can I add fields to the Mapped tab.

  One last question here - once the form is correct, how do I get the
  fields to appear as choices in the AOT 'Add Target Data' option?

  Any help would be greatly appreciated. Though I may need to read your
  

Re: Logic in active links vs. filters

[Brock, Anne]

I'm pretty sure we use the 'Service' action when we're filling in the Customer 
info on an incident ticket (was researching something else, stumbled across 
it). At least for the classic views, not sure about best practice view. Can't 
remember if I was on ITSM 7.5 or 7.6 though.

Anne Brock
Principal SC


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Thursday, April 22, 2010 10:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Logic in active links vs. filters

**
Hi Rabi,

I agree with you. Something that I have not seen yet in ITSM apps, is the ITSM 
code taking advantage of the active link Service action.
We currently have ITSM 7.5.1, and maybe I haven't come across one of these yet; 
also I don't know if ITSM 7.6 has active links that use the Service action.

It seems to be the active link Service action should be the standard to 
enforce business rules from active links, so code is not duplicated between 
active links and filters. This would make customizations easier , easier 
upgrades, etc. I hope BMC is planning to re-write some of the ITSM in future 
versionsto take advantage of this. Maybe ITSM 8.0 is better in this respect; 
who knows. We'll know when it's available. If ITSM 8.0 still does not take full 
advantage of servicea ctions, I hope it's in the to-do list for ITSM 9.0

Guillaume


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Re: Related workflows in 7.5?

[Brock, Anne]

In the client - go to AR Administration setup, general,  server information, 
configuration tab. Check the Record Object Relationships box and save. This 
will require a server restart, and it will take awhile to build the 
relationships, so do it when you have some time where no one will be on the 
server. After it's done, then you'll see the relationships in Dev Studio



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kaye Bernales
Sent: Sunday, March 14, 2010 11:51 PM
To: arslist@ARSLIST.ORG
Subject: Related workflows in 7.5?

**
Hi All,

Just browsing through Remedy's new Developer Studio.  Was wondering where the 
Related workflows can be found now.. (in 6, we just choose a field then 
Properties, there's a tab for Related Workflows)... Is this still available in 
7.5?

Thanks!
Kaye

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Re: Advance Interface Form - really basic question

[Brock, Anne]

fyi, I believe the latest SRM manual says to add the AIF to the existing 
workflow, rather than copying it a...

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Christine
Sent: Friday, March 12, 2010 12:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Advance Interface Form - really basic question

Vinay,

Thanks for your response. I had already done all the copies of forms,
ALs, Filters and Guides. (The manual says to make copies of everything
- forms, ALs, filters and guides that are associated with the original
form.) My question is do I disassociate the original Active Links and
keep only the copied forms related to the copied AL, Filters and
Guides?

For instance, the AL Guide of  SRS:ADN:SHR_CloseWindow_Javascript (the
original) calls the AL of SRS:ADN:CloseWindow_Javascript. My AL Guide
copy of (SRS:ADN:SHR_CloseWindow_Javascript_MyCopy) now has the ALs of
SRS:ADN:CloseWindow_Javascript and the copy which is
SRS:ADN:CloseWindow_Javascript_MyCopy. I would think that I woujld
disassociate the original AL from
SRS:ADN:SHR_CloseWindow_Javascript_MyCopy (which is my copy of the AL
Guide)

In addition, should the copied AL guide of
SRS:ADN:SHR_CloseWindow_Javascript_MyCopy only be associated with the
copied AIF form (SRS:AIF_WithBackendMapping_MyCopy) or should I keep
the relations to the original forms
(SRS:AdvancedInterface_WithBackendMapping and two other original AIF
forms).

Sorry to be so thick headed... just trying to avoid causing my own
headaches.

Christine

On Mar 12, 9:40 am, Vinay Vermani vinay.verm...@gmail.com wrote:
 According to me, OOB worflow for AIF is shared workflow and you should
 attach them to the copied forms.

 E.g. To make a new AIF. I will open SRS:AdvancedInterface_WithBackendMapping
 and Save as SRS:AdvanceInterface_MyNewAIFName(to make a copy). Select all
 the Activelinks and Edit them to attach to SRS:AdvanceInterface_
 MyNewAIFName. I will do same for same for Filters and Activelink Guides.

 Do not ever delete original form and associated workflow

 I hope it answers your question.

 Vinay Vermani
 Sr. Application Developer
 BMC Software Inc

 On Fri, Mar 12, 2010 at 10:14 AM, Christine 
 christineperryi...@yahoo.comwrote:





  I am testing the use of Advanced Interface forms. I've followed the
  instructions in the SRM 2.2 Admin manual (appendix A) - copied the
  form SRS:AdvancedInterface_WithBackend Mapping to a new form with a
  naming convention for our use (pg 341). This is the only form I
  copied. I then copied the workflow (pgs 343) associated and attached
  workflow to new form (pg 344).

  I have some questions about disassociating the original forms and
  workflow from the copied forms. The manual doesn't state outright that
  I should (or should not):

  1 - Disassociate the original forms from the copied and updated
  workflow. In other words, should the Active Links, Filters and Guides
  only be associated with the newly copied form.

  2 - Remove the original Active Links from the copied and updated
  Active Links. Currently the copied/updated Active Link Guides call
  both the original ALs and the copied ALs.

  As I am more of an  admin/troubleshooter than a developer I thought
  I'd see if my gut-feeling to remove the original forms/workflow from
  the copied forms/workflow was correct.

  Thanks in advance
  Christine

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Re: Advance Interface Form - really basic question

[Brock, Anne]

you're right, in 2.2 we said copy. Found the 7.6 change - 

check the 7.6 SRM Administrator's guide - page 269 -
 Add your advanced interface form to the form attach list in the BMC workflow.
a Open the packing list you created in BMC Remedy Developer Studio.
b Open all the workflow objects from your packing list (for example, Active 
Links)
and associate your form, except for the four following active links:

 SRS:ADN:WithMapping_OnSubmit_109_SubmitRequest_CheckReqFields

 SRS:ADN:WithMapping_OnSubmit_109_AddToCart_SetFlag

 SRS:ADN:WithoutMapping_OnSubmit_109_SubmitRequest_CheckReqFields

 SRS:ADN:WithoutMapping_OnSubmit_109_AddToCart_SetFlag
IMPORTANT
To avoid migration issues, do not copy and rename the workflow that is attached
to the included advanced interface forms. 




-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Christine
Sent: Monday, March 15, 2010 11:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: Advance Interface Form - really basic question

Anne - Perhaps in 7.6 but in the SRM 2.2 guides say to copy the
workflow. I'll go check bulletins and white papers. Thanks for heads
up on the possible change.

On Mar 15, 9:26 am, Brock, Anne anne_br...@bmc.com wrote:
 fyi, I believe the latest SRM manual says to add the AIF to the existing 
 workflow, rather than copying it a...



 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arsl...@arslist.org] On Behalf Of Christine
 Sent: Friday, March 12, 2010 12:41 PM
 To: arsl...@arslist.org
 Subject: Re: Advance Interface Form - really basic question

 Vinay,

 Thanks for your response. I had already done all the copies of forms,
 ALs, Filters and Guides. (The manual says to make copies of everything
 - forms, ALs, filters and guides that are associated with the original
 form.) My question is do I disassociate the original Active Links and
 keep only the copied forms related to the copied AL, Filters and
 Guides?

 For instance, the AL Guide of  SRS:ADN:SHR_CloseWindow_Javascript (the
 original) calls the AL of SRS:ADN:CloseWindow_Javascript. My AL Guide
 copy of (SRS:ADN:SHR_CloseWindow_Javascript_MyCopy) now has the ALs of
 SRS:ADN:CloseWindow_Javascript and the copy which is
 SRS:ADN:CloseWindow_Javascript_MyCopy. I would think that I woujld
 disassociate the original AL from
 SRS:ADN:SHR_CloseWindow_Javascript_MyCopy (which is my copy of the AL
 Guide)

 In addition, should the copied AL guide of
 SRS:ADN:SHR_CloseWindow_Javascript_MyCopy only be associated with the
 copied AIF form (SRS:AIF_WithBackendMapping_MyCopy) or should I keep
 the relations to the original forms
 (SRS:AdvancedInterface_WithBackendMapping and two other original AIF
 forms).

 Sorry to be so thick headed... just trying to avoid causing my own
 headaches.

 Christine

 On Mar 12, 9:40 am, Vinay Vermani vinay.verm...@gmail.com wrote:
  According to me, OOB worflow for AIF is shared workflow and you should
  attach them to the copied forms.

  E.g. To make a new AIF. I will open SRS:AdvancedInterface_WithBackendMapping
  and Save as SRS:AdvanceInterface_MyNewAIFName(to make a copy). Select all
  the Activelinks and Edit them to attach to SRS:AdvanceInterface_
  MyNewAIFName. I will do same for same for Filters and Activelink Guides.

  Do not ever delete original form and associated workflow

  I hope it answers your question.

  Vinay Vermani
  Sr. Application Developer
  BMC Software Inc

  On Fri, Mar 12, 2010 at 10:14 AM, Christine 
  christineperryi...@yahoo.comwrote:

   I am testing the use of Advanced Interface forms. I've followed the
   instructions in the SRM 2.2 Admin manual (appendix A) - copied the
   form SRS:AdvancedInterface_WithBackend Mapping to a new form with a
   naming convention for our use (pg 341). This is the only form I
   copied. I then copied the workflow (pgs 343) associated and attached
   workflow to new form (pg 344).

   I have some questions about disassociating the original forms and
   workflow from the copied forms. The manual doesn't state outright that
   I should (or should not):

   1 - Disassociate the original forms from the copied and updated
   workflow. In other words, should the Active Links, Filters and Guides
   only be associated with the newly copied form.

   2 - Remove the original Active Links from the copied and updated
   Active Links. Currently the copied/updated Active Link Guides call
   both the original ALs and the copied ALs.

   As I am more of an  admin/troubleshooter than a developer I thought
   I'd see if my gut-feeling to remove the original forms/workflow from
   the copied forms/workflow was correct.

   Thanks in advance
   Christine

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Re: Remedy Home Page

[Brock, Anne]

Might want to check out what BMC did with the ITSMoD home page; there's a 
webinar Tuesday morning that will show it. The webinar will be recorded for 
later viewing (go to www.bmc.com/events to sign up for it)

It's much nicer looking!

Anne Brock
BMC SC
(note: comments are my own, not necessarily BMC's position)

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of lee
Sent: Monday, February 08, 2010 12:49 PM
To: arslist@ARSLIST.ORG
Subject: Remedy Home Page

This one was quite difficult to search on.

Everytime I log into Remedy, the Home Page is so plain.
I have some ideas that I want to do but I'm wondering what others have
done to spruce up their home page.

I'm thinking of putting some simple like a flashboard.
Ideally I'd like to put up a flashboard of the logged user's current
open incident and work orders.
However I can't find a way to do it with a single variable flashboard.

Anyway, what have others done on their home page?
Links to intranet?
Picture of the company office?

Thanks

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Re: ARS 6.x Integration Guide

[Brock, Anne]

let me know if you haven't gotten this yet and I can send over

Anne Brock
Principal SC, BMC Software


From: Action Request System discussion list(ARSList) [arsl...@arslist.org] On 
Behalf Of Timothy Powell [timothy.pow...@pbs-consulting.com]
Sent: Wednesday, July 01, 2009 9:00 AM
To: arslist@ARSLIST.ORG
Subject: ARS 6.x Integration Guide

**

Does anybody out there have the Integration Guide for 6.x they can email me off 
list? I found the 5.x and the 7.x I-Guide, just can't locate the 6.x one. 
Thanks in advance.

Tim Powell

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Re: History of AR System

[Brock, Anne]

BMC Acquisitions: http://www.bmc.com/corporate/strategic-acquisitions

and

I have 4.5 a couple months later than Dave, but to continue backwards in time:

4.5 July 2000   This point release includes:
*   Improved Installation process
*   Enhanced performance and stability of the Remedy User 
*   Added functionality to the Remedy Administrator
*   Enhanced logging functionality - records the appropriate logging (API, 
filter, or SQL) to the status list, and returns the log via each API call until 
you request a stop. You can specify getting the log directly or having the log 
written to a specific file.
*   Provides hooks for building interfaces to allow it to authenticate 
against external directories.
*   Groups together interrelated objects specific to an application on a 
packing list.  Modifies or deletes these objects through an editor in Remedy 
Administrator.
*   Gives server logs maximum sizes and can be configured to be circular 
logs.
*   Associates properties like version tags, version information, and 
labels.
*   Has no constraints on the number of server threads; customers can use 
as many as their database and system resources can support.
*   Extends the business time functionality by adding the 
Application-Bus-Time-Subtract command.

4.0.3   November 1999   Minor Release 

4.0.2   June 1999   Minor Release 

4.0.1   Sep 1999Minor Release 

4.0 Jan 1999Improved installation process and user interface.  
Improvements to Fields, Objects and Workflow, and added various other features 
to the Remedy Administrator. 

3.2.1   1998Minor Release 

3.2 Sep 1998Point Release

3.1 May 1997Point Release

3.0 1996Version Release

2.1 1994Point Release

2.0 1993Version Release

Anne Brock
Principal SC, BMC Software

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


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Friday, June 26, 2009 8:34 AM
To: arslist@ARSLIST.ORG
Subject: Re: History of AR System

I've got tharelease dates back to 4.5.00 - but sorry, don't have that info for 
earlier.

AR System 7.5.00 (1/16/2009)

AR System 7.1.00 (8/31/2007)

AR System 7.0.01 (10/6/06)

AR System 7.0 (05/09/2006)

AR System 6.03 (01/2005)

AR System 6.0 -- (2/6/04)

AR System - Maintenance 5.1.2 -- (10/17/03)

Action Request System 5.1 -- (9/11/02)

Action Request System 5.0.1 -- (3/15/02)

Action Request System 5.0 with Web and Windows clients (12/10/01)

AR System 4.5.2 Maintenance -- (2/14/01)

AR System 4.5.1 Maintenance -- (6/30/00)

Action Request System 4.5 -- (5/26/00)


-David J. Easter
Sr. Product Manager, Solution Strategy and Development
BMC Software, Inc.

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


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Re: Service Request Management

[Brock, Anne]

FYi, I did play around with using the Purchase Request form as an Advanced 
Interface form. Pretty easy to bring it up. But I never developed the logic to 
save it as a PR in the back end... just displayed it.

Anne Brock
Principal SC, BMC


From: Action Request System discussion list(ARSList) [arsl...@arslist.org] On 
Behalf Of Jiri Pospisil [jiri.pospi...@lchclearnet.com]
Sent: Wednesday, May 20, 2009 8:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: Service Request Management


++

Please Read The Disclaimer At The Bottom Of This Email

++


You will need to develop the code in the Asset/Purchasing module that will 
interpret and generate events defined by the SRM module.
For examples look at forms SRM:SampleAppInstance and SRM:SampleAppTemplate
Then you will have to register the application and define mappings, then you 
will be able to create AOTs ..


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of oracle...@aol.com
Sent: 20 May 2009 16:06
To: arslist@ARSLIST.ORG
Subject: Re: Service Request Management

**

Hi,

When I go to build the integration between SRM and Purchasing, I created a 
Navigational Category, and I tried to create an  AOT, however within the App 
Registry Name* field - Purchasing is not an option, nor is Asset Management. 
 How do I register Purchasing?

Should I be using Work Orders or creating task templates to build the 
integration to open Purchasing from the SRM Module?  I have been reading the 
documentation and I am not finding how to do this.  I was trying to see in the 
documentation what the SYS:Form Field Selection does - it looks like it maps 
data.

In a message dated 5/20/2009 3:54:54 A.M. Central Daylight Time, 
jiri.pospi...@lchclearnet.com writes:
**

++

Please Read The Disclaimer At The Bottom Of This Email

++


Hi,

There is not “out of the box” integration between SRM and Purchasing. You will 
have to build it yourself.
Change can be generated at the end of the PO fulfilment to manage installation 
of the purchased “thing”.

Regards
Jiri Pospisil

IT Services
LCH.Clearnet

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of oracle...@aol.com
Sent: 19 May 2009 22:09
To: arslist@ARSLIST.ORG
Subject: Service Request Management

**
Hello,

I am totally new to SRM - so here goes

Can I use SRM to open Asset Management Purchase Requisitions.  As I am looking 
in the Custom Configurations, I see Incident/Change Management integration, but 
not Asset Management.  I do understand SRDs, and AOTs.  Am I supposed build a 
customization to open up the Purchase Requisitions?t.  Also, are we supposed to 
generate a Change Request for each Purchase Requisition?  Because I do see 
mappings from Change to SRM.




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Re: BMC's Desktop Capture product

[Brock, Anne]

Well, now that you all mention it
 
BMC's Desktop Capture allows  customers to run essentially a recorder on
their PC while recreating their problem. The advantage to the support
people is they send the customer a link; the customer runs the link at
their convenience; and the recording is automatically attached to the
Incident Ticket. The support person and customer don't have to link up
via phone or some kind of desktop sharing program. The recorder captures
a lot of information, including performance and system information. So
this is more than just doing a Webex recording. 
 
The end user has the comfort of running at their own time and without
having an IT Technician accessing their desktop. The support person
spends less time on the phone.
 
And, if you have BMC's Application Problem Resolution product (formerly
Identify), the data from the Desktop Capture can be fed in to that. 
 
If you go to bmcwebinars.webex.com and search for Desktop Capture,
you'll see two upcoming webexes, one on March 3rd, one on March 18th,
that you can register for Not sure where the Feb. 26th sign up is.
 
Or of course you can always contact your account rep who will be happy
to set up a web demo for you!
 
Thanks, 
Anne Brock
Principal SC
BMC Software
 
*** note my opinions are not necessarily those of BMC Software ***



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Bob Rowe
Sent: Friday, February 20, 2009 10:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC's Desktop Capture product


** 
That I don't know. BMC will have a webinar on Feb 26.
 
How would such a capture be of use to the Tier 1 or Tier 2 folks?

On Fri, Feb 20, 2009 at 1:26 PM, Lammey, Peter A.
peter.a.lam...@espn.com wrote:


** 
Does it capture performance as well (how long it took a user to
go from screen to screen or how long it took to go to a submit to modify
window on a ticket, etc)?
 


Thanks 
Peter Lammey 
ESPN IT Client Architecture and Automation 
860-766-4761 

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Bob Rowe
Sent: Friday, February 20, 2009 1:21 PM
To: arslist@ARSLIST.ORG
Subject: BMC's Desktop Capture product


** 
Has anyone on the list used BMC's Desktop Capture, BDC? BMC is
billing it as a Flight Recorder that will capture everything the user is
doing in Remedy up until he or she encounters an error in the ITSM app
he or she is using. Then the user forwards that capture to the Tier 2
folks who are saved lots of time, etc. by the recording.
 
It sounds like a loop recorder of, for instance, a minute or so
of desktop activity that stops recording on an error. Actually, it
sounds pretty interesting.

-- 
Bob Rowe, Remedy Action Request System Development and
Administration
robert.w.r...@gmail.com
The golden rule is to test everything in the light of reason
and experience, no matter from where it comes.
Mohandas K. Gandhi

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Bob Rowe, Remedy Action Request System Development and Administration
robert.w.r...@gmail.com
The golden rule is to test everything in the light of reason and
experience, no matter from where it comes.
Mohandas K. Gandhi
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Re: BMC's Desktop Capture product

[Brock, Anne]

The Feb. 26th seminar is also on bmcwebinars.webex.com ! look through the 
listing or search for Flight Recorder.



From: Action Request System discussion list(ARSList) on behalf of Bob Rowe
Sent: Fri 2/20/2009 10:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC's Desktop Capture product


** 
That I don't know. BMC will have a webinar on Feb 26.
 
How would such a capture be of use to the Tier 1 or Tier 2 folks?

On Fri, Feb 20, 2009 at 1:26 PM, Lammey, Peter A. peter.a.lam...@espn.com 
wrote:


** 
Does it capture performance as well (how long it took a user to go from 
screen to screen or how long it took to go to a submit to modify window on a 
ticket, etc)?
 


Thanks 
Peter Lammey 
ESPN IT Client Architecture and Automation 
860-766-4761 

 



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Bob Rowe
Sent: Friday, February 20, 2009 1:21 PM
To: arslist@ARSLIST.ORG
Subject: BMC's Desktop Capture product


** 
Has anyone on the list used BMC's Desktop Capture, BDC? BMC is billing 
it as a Flight Recorder that will capture everything the user is doing in 
Remedy up until he or she encounters an error in the ITSM app he or she is 
using. Then the user forwards that capture to the Tier 2 folks who are saved 
lots of time, etc. by the recording.
 
It sounds like a loop recorder of, for instance, a minute or so of 
desktop activity that stops recording on an error. Actually, it sounds pretty 
interesting.

-- 
Bob Rowe, Remedy Action Request System Development and Administration
robert.w.r...@gmail.com
The golden rule is to test everything in the light of reason and 
experience, no matter from where it comes.
Mohandas K. Gandhi

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Bob Rowe, Remedy Action Request System Development and Administration
robert.w.r...@gmail.com
The golden rule is to test everything in the light of reason and experience, 
no matter from where it comes.
Mohandas K. Gandhi
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Re: BMC's Desktop Capture product

[Brock, Anne]

Yes, it works with both web and windows client applications. 
 
Here's the link to the info on the bmc site: 
http://www.bmc.com/products/proddocview/0,2832,19052_19429_125713036_167534,00.html
 
The Getting Started guide on the Support Documentation site has a section 
called General Workflow that walks through the end user experience pretty 
well. 
 
Thanks, 
Anne Brock
Principal SC
BMC Software
 
*** note my opinions are not necessarily those of BMC Software ***



From: Action Request System discussion list(ARSList) on behalf of Howard Richter
Sent: Fri 2/20/2009 12:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC's Desktop Capture product


** 
Anne,
 
Is it for both web and client users, like a macro recorder?
 
Howard


On Fri, Feb 20, 2009 at 1:48 PM, Brock, Anne anne_br...@bmc.com wrote:


** 
Well, now that you all mention it
 
BMC's Desktop Capture allows  customers to run essentially a recorder 
on their PC while recreating their problem. The advantage to the support people 
is they send the customer a link; the customer runs the link at their 
convenience; and the recording is automatically attached to the Incident 
Ticket. The support person and customer don't have to link up via phone or some 
kind of desktop sharing program. The recorder captures a lot of information, 
including performance and system information. So this is more than just doing a 
Webex recording. 
 
The end user has the comfort of running at their own time and without 
having an IT Technician accessing their desktop. The support person spends less 
time on the phone.
 
And, if you have BMC's Application Problem Resolution product (formerly 
Identify), the data from the Desktop Capture can be fed in to that. 
 
If you go to bmcwebinars.webex.com http://bmcwebinars.webex.com/  and 
search for Desktop Capture, you'll see two upcoming webexes, one on March 
3rd, one on March 18th, that you can register for Not sure where the Feb. 26th 
sign up is.
 
Or of course you can always contact your account rep who will be happy 
to set up a web demo for you!
 
Thanks, 
Anne Brock
Principal SC
BMC Software
 
*** note my opinions are not necessarily those of BMC Software ***




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Bob Rowe

Sent: Friday, February 20, 2009 10:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC's Desktop Capture product


** 
That I don't know. BMC will have a webinar on Feb 26.
 
How would such a capture be of use to the Tier 1 or Tier 2 folks?

On Fri, Feb 20, 2009 at 1:26 PM, Lammey, Peter A. 
peter.a.lam...@espn.com wrote:


** 
Does it capture performance as well (how long it took a user to 
go from screen to screen or how long it took to go to a submit to modify window 
on a ticket, etc)?
 


Thanks 
Peter Lammey 
ESPN IT Client Architecture and Automation 
860-766-4761 

 



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Bob Rowe
Sent: Friday, February 20, 2009 1:21 PM
To: arslist@ARSLIST.ORG
Subject: BMC's Desktop Capture product


** 
Has anyone on the list used BMC's Desktop Capture, BDC? BMC is 
billing it as a Flight Recorder that will capture everything the user is doing 
in Remedy up until he or she encounters an error in the ITSM app he or she is 
using. Then the user forwards that capture to the Tier 2 folks who are saved 
lots of time, etc. by the recording.
 
It sounds like a loop recorder of, for instance, a minute or so 
of desktop activity that stops recording on an error. Actually, it sounds 
pretty interesting.

-- 
Bob Rowe, Remedy Action Request System Development and 
Administration
robert.w.r...@gmail.com
The golden rule is to test everything in the light of reason 
and experience, no matter from where it comes.
Mohandas K. Gandhi

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Are html___ 



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-- 
Bob Rowe, Remedy Action Request System

Re: ARS 7.5?

[Brock, Anne]

My understanding is that the release today of ITSM 7.5 is an English-only 
release; you may want to wait for the full internationalized version, ITSM 
7.5.1, which  will be released later. You can contact your sales rep for more 
details.
 
* Note this is not an official BMC statement and not meant to reflect any 
official opinion of BMC



From: Action Request System discussion list(ARSList) on behalf of Carey Matthew 
Black
Sent: Fri 1/16/2009 12:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.5?



And look.. I also see under the BMC Remedy Service Desk Application
product

... drum roll.

 BMC Remedy Service Desk Application 7.5.00


So it looks like they released the the new AR Server and the new ITSM
7.5 at the same time. :)

Now we are really behind... :)

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On Fri, Jan 16, 2009 at 1:39 PM, Frank, Gordon M. (CMS/CTR)
gordon.fr...@cms.hhs.gov wrote:
 **

 ARS 7.5 has just been released!!



 It is in the Supportweb Downloads, and the name of the download is



 BMC Remedy AR System Server



 Gordon M. Frank
 Lockheed Martin

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Re: Is AIE in 7.1

[Brock, Anne]

If you are wondering about getting AIE for no charge - AIE is bundled
with the ITSM apps that use the CMDB (Service Desk, Change Mgmt, Asset
Mgmt) or with the CMDB enterprise version. It is included free for the
purposes of piping data into the CMDB. For other uses, or for non-ITSM
apps, you would need to purchase it. So it is not included with AR
System 7.1.
 
Of course, you can always check with your sales rep for clarification.
 
Thanks, Anne Brock
Principal SC, BMC Software
 
(As Kelly always says - yes, I work for BMC, but this post reflects the
opinions of the poster and not the offical opinion of BMC)



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Monday, August 25, 2008 6:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: Is AIE in 7.1


** 

I believe AIE requires CMDB 2.1 which requires AR 7.1

 

--- J.T. Shyman



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
Sent: Monday, August 25, 2008 9:10 AM
To: arslist@ARSLIST.ORG
Subject: Is AIE in 7.1

 

Good morning all,

 

It's Monday and I'm trying to figure out if I need to upgrade to ARS 7.1
or not and have a question.  I seem to recall something about AIE
(formerly EIE) included in ARS 7.1.  Is this correct, or am I mixing it
up with 7.5?

 

Thanks,

 

Shawn Pierson

 

 

 

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