Re: Upgrade to 8.1.2
We are in the same boat and would also be interested in other people's recommendations and experiences with the ITSM 8.1.x upgrade. I'm leaning towards upgrading in place because I'm not at all familiar with using scripts to bring over the latest production data - and what about the data in stored in custom forms, not to mention all of the background forms? I guess the big question is, how long does it actually take? (I guess we'll find out soon as we prepare to run it in Test.) Thanks for your help. Carol ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Remedy 7.6 Midtier Integration with SiteMinder SSO
Wow, Rick, could it be as simple as that? We will definitely give that a try! Thank you so much! Carol ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Remedy 7.6 Midtier Integration with SiteMinder SSO
Hello ARSLIST, If anyone has successfully integrated Remedy Midtier (7.6.4) with SiteMinder SSO, we really need to speak with you. Though we have it working in instances where the SSO Login Name matches the Remedy User Login Name, we cannot for the life of us get it to work where the Login Names differ and SSO is passing us an alias. Below is more detailed information on it: We are leveraging an unsupported Midter_AREA_SSO integration. The objective is to login to the SiteMinder login page (which resides on the Remedy midtier) using your single-sign on; and then once validated in SiteMinder with your single sign-on password; Siteminder sends Remedy back the Remedy login name in a header. Within Remedy, our login names differ from the standard single sign-on used at our company. I am able to successfully connect to SiteMinder for login; but it doesnt appear that midtier or IIS is accepting the header that SiteMinder is passing back which includes the alias (aka Remdy login name). I'm not sure if anyone out there has tried to integrate to SiteMinder using this method of having SiteMinder send back an alias in a header for Remedy login (the remedy login name) upon successful validation to SiteMinder using standard/global Single Sign-on password. I do not see the header being passed or even header name value in the Fiddler logs. The main problem appears to be that the Midtier or IIS is not accepting the header that SiteMinder is passing back which includes the alias (the Remedy Login Name). If anyone can offer any insight into this issue, we would greatly appreciate it! Thank you so much! ARS 7.6.4 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
DTC Error on a View Form/Linked Server
Hello, We have Linked Servers set up on our SQL database and can successfully write to the related View Forms. We've had this working for years. Now, when trying to set up a new Linked Server and process, we are getting the following DTC error: ARERR [552] The SQL database operation failed. : The operation could not be performed because OLE DB provider "SQLNCLI10" for linked server "SSASVR1" was unable to begin a distributed transaction. (SQL Server 7391)OLE DB provider "SQLNCLI10" for linked server "SSASVR1" returned message "No transaction i Of course, we can write to it at the database level but not through Remedy. I have gone through all the usual steps to resolve this but have not been successful. I'm thinking that the problem has to be on the external database because Remedy is successfully writing to the historical databases. DTC is definitely enabled and has permissions. The server can ping Remedy. Component Services is configured...but we cannot seem to resolve this issue. Does anyone have any ideas? We're both running on SQL 2008 R2. Thanks. Carol ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: How to Display AR Email Attachments directly from a ticket?
Works like a charm! Why didn't I think of that? You guys are the best! Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: How to Display AR Email Attachments directly from a ticket?
That's brilliant! I wouldn't want to save the attachment but I could clear it out on a Save. I'll give it a try! Thanks so much! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
How to Display AR Email Attachments directly from a ticket?
Hi Listers, I need a nice, easy way to display attachments from the AR System Email Attachments form from a ticket. Currently, I have a table on the ticket but double-clicking on the entries opens the Email Attachments form and then you have to double-click the attachment within the attachment pool. Anyone have a cool way to do this so that the attachment is displayed directly on the ticket? Or, if I could display it as a popup (dialog) window, that would work too. Thanks so much! Carol ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
List of Vendors and Solutions
Where can I find a list of Vendors who have built solutions on Remedy ARS? I am interested to know if someone has built a solution that functions similar to Microsoft Dynamics. We have a requirement to use Remedy as an email tracking system with screen shots included in the fields rather than as attachments. We are already very familiar with Remedy's Email Engine and are using it heavily for email ingestions but one of the problems is that every logo and screen shot becomes a separate attachment. Any suggestions on this would be greatly appreciated. Thanks. Carol ARS 7.6.4 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: New to Web Services - What am I missing? RESOLVED
Got it, and it's working! Thank you all SO much! The ARSLIST rocks! Much appreciated! Carol ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: New to Web Services - What am I missing?
Thanks so much for all the explanations! Yes, I was confusing publishing and consuming. So I'm forgetting the Web Services and just creating the filter. The missing link for me was understanding that I could enter a file location or a URL for the 'WSDL File'. Now I'm stuck on the file location. I've put the .wsdl file in the C:/Temp directory but I'm not sure which server it should go on. I've put it on both the app and web server but neither is working. Where should it go and what format should be used? Also, I'm assuming the 'Endpoint' is where the data will be pushed to? Thanks again! I'm so close! Carol ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: New to Web Services - What am I missing?
I'm sorry, but I'm still having difficulty understanding how you can get a WSDL from an external application into a Remedy Web Service. I was able to create a Web Service but Remedy generates the WSDL from the Form selected. I have also created the filter to consume it but I don't see how it can work externally. What I need to do is simply pass an Incident ID through Web Services to an external application. I'm still missing something and can't seem to find it in any documentation. Please advise. Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: New to Web Services - What am I missing?
Thanks so much for the reply, Vivek! Sounds like the missing link is the filter. I'll give this a try. Thanks again. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
New to Web Services - What am I missing?
Hello Remedy Geniuses, I am new to Web Services and this is probably a stupid question but... If someone hands you a WSDL file that Remedy needs to consume, where do you put it to be consumed? When creating the Web Service, I just don't see where Remedy can access the file. What am I missing? Also, where do you find SOAP? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: How to transport files to a mainframe
Thanks Joel, but how do I use a filter to create a report and save it to a file? That's the part I'm missing. Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: How to transport files to a mainframe
Hi Joel, Thanks for the response. FTP would work and I already have that set up on the app server. Can you explain how ARS can write to a directory that the mainframe could read? That's the missing link for me. Thanks! Carol ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: How to transport files to a mainframe
It needs to be an automatic process on the creation of a Change record. We need a file for every record. I know how to trigger the file, run a report and get it into the right format, but I'm just exploring options on how to get it to the mainframe. Thanks!! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
How to transport files to a mainframe
Hello, We have a need to create a text file for every ITSM Change request (one record per file) and transport it to a location where a mainframe job can pick it up for processing. Does anyone have any suggestions on how this can be done? Thanks!! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: How to Parse a variable character string-RESOLVED
Thanks Misi and Terje! We actually figured it out using just 2 Set Fields actions as follows: 1st Set Fields: Setting '# Our Emails' with: STRSTR($Details$, " Title:") Setting '# Our Calls' with: STRSTR($Details$, "Manager: ") 2nd Set Fields: Setting the desired field with: SUBSTR($Details$, $# Our Calls$ + 9, $# Our Emails$) Works like a charm! Thanks again for your input and other solutions. Carol ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
How to Parse a variable character string
Hello, I am trying to use Functions to parse out the manager's name from a character field that will always have the same format (see below) but, of course, the manager's name will be different in each case. Locations: 2 JSQ Manager: Dowling, John Title: Contingent Worker Note that there is a carriage return after the name and before "Title". Can anyone give me the Set Fields actions that would do this? Thanks. Carol ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: [EXTERNAL] Analytics with Custom ARS Forms?
Thanks for pointing that out, Natalie. Good to know. Creating separate universes would actually best case scenario for us as I have 3 separate systems that never need to have integrated reporting. Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Analytics with Custom ARS Forms?
Thanks for the quick answers. So I can have separate universes? I would need mutliple including one for ITSM. I have the same question for Dashboards. Is that a separate application and can it be used with custom forms in addition to ITSM? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Analytics with Custom ARS Forms?
Does anyone know if Analytics can be used with custom ARS forms or is it just for ITSM? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Disabling 'Set Refresh Interval' Option - RESOLVED
Thank you, Larry! It's definitely not the preferred way to handle this but it does work! BMC - please make this a configurable option! We shouldn't have to modify your javascript code in order to remove the 'Set Refresh Interval' option. I'm sure that many people want to turn this off. Thanks. Carol ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Disabling 'Set Refresh Interval' Option
Hi, I need to know how to disable, preferably globally, the 'Set Refresh Interval' option on Tables and on the Results List. I've found that I can do it if I remove the 'Preferences' option altogether, but I'd like to keep the Preferences and just remove that option. Does anyone know how? Thanks! Carol ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: 7.6.4 - New Modifier keywords for use in workflows-RESOLVED
Just to be clear, the good news is that Mid-Tier 7.6.4 provides 'Form Action Shortcut Keys' and they work with no coding at all! CTRL+ALT+ENTER provides the functionality I have long awaited. When in search mode, it performs a search. There are others as well, found in the Release Notes. This makes me very happy! Cheers! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
7.6.4 - New Modifier keywords for use in workflows
I've been trying to find a way to have workflow identify a 'CTRL Enter' desktop command so that it would execute a search on the Mid Tier, like it does on the User Tool. I see the below new feature in 7.6.4. Will this provide the workflow that I'm looking for so that we can finally move off the User Tool? If so, how would you code for a 'CTRL Enter'? Thank you! New Modifier keywords for use in workflows The following modifier keywords can help verify whether a user has pressed the Shift, Alt, or Control keyboard modifier keys: ! $SHIFT_KEY$ ! $ALT_KEY$ ! $CTRL_KEY$ You can define a workflow in BMC Remedy Developer Studio by using the modifier keywords on a Control field such as push button, url-style button, or image button. You can also execute this action on a table field. For more information, see the Workflow Objects Guide. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Job Opportunity for Remedy Developer - NYC area (FT, Permanent)
Looking for a full-time, permanent Remedy Developer to join a team of 3 developers in the support a large Remedy enterprise consisting of over 25 servers and over 6,000 internal and external users across the globe. Focus is on the design, development, maintenance and support of BMC Remedy applications, both custom and out of the box. Ideal candidates will have a strong knowledge of the ITSM/CMDB applications. Key responsibilities will include transforming business requirements into designs, design applications and enhancements within the Remedy environment. This resource will work with cross-functional departments. Main Responsibilities: Develop and customize the Remedy application according to specifications using BMC Remedys Developer Studio. Participate in requirements gathering and perform analysis, design, development, testing and deployment of new workflow/applications. Adhere to compay development standards and change processes. Provide development documentation and coordinate moving code between development, QA and production servers using Remedy Migrator. Provide support for the Remedy Help Desk and interact with users in identifying and resolving Remedy issues. Coordinate with users to demonstrate new functionality and obtain user acceptance against requirements. Perform data imports from other databases to Remedy. Assist with software upgrades and maintenance upgrades on all Remedy/Web servers. Assist in configuring and installing Web servers to deploy Web-based access to Clients, as well as, web reporting capabilities. Design, customize and develop custom reports utilizing Crystal Reports and Remedys report writer. Develop training documentation and facilitate formal training sessions for medium to large groups of users. Troubleshoot issues and defects within the Remedy application Administrative functions, including the creation of User accounts and assigning permissions. Please submit resumes and inquiries to: carol.carnev...@broadridge.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Job Opportunity for Remedy Developer - NYC area (FT, Permanent)
Searching for a full-time, permanent Remedy Developer to join a team of 3 developers in the support a large Remedy enterprise consisting of over 25 servers and over 6,000 internal and external users across the globe. Focus is on the design, development, maintenance and support of BMC Remedy applications, both custom and out of the box. Ideal candidates will have a strong knowledge of the ITSM/CMDB applications. Key responsibilities will include transforming business requirements into designs, design applications and enhancements within the Remedy environment. This resource will work with cross-functional departments. Main Responsibilities: Develop and customize the Remedy application according to specifications using BMC Remedys Developer Studio. Participate in requirements gathering and perform analysis, design, development, testing and deployment of new workflow/applications. Adhere to compay development standards and change processes. Provide development documentation and coordinate moving code between development, QA and production servers using Remedy Migrator. Provide support for the Remedy Help Desk and interact with users in identifying and resolving Remedy issues. Coordinate with users to demonstrate new functionality and obtain user acceptance against requirements. Perform data imports from other databases to Remedy. Assist with software upgrades and maintenance upgrades on all Remedy/Web servers. Assist in configuring and installing Web servers to deploy Web-based access to Clients, as well as, web reporting capabilities. Design, customize and develop custom reports utilizing Crystal Reports and Remedys report writer. Develop training documentation and facilitate formal training sessions for medium to large groups of users. Troubleshoot issues and defects within the Remedy application Administrative functions, including the creation of User accounts and assigning permissions. Please submit resumes and inquiries to: carol.carnev...@broadridge.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Parsing a Field - RESOLVED-Correction
Sorry, spoke too soon. Here is the workflow that works for me: Set Fields 1: Set 'TempInteger1'with: LENGTH($Full Name$) Set 'TempInteger2'with: STRSTR($Full Name$, ",") Set Fields 2: Set'First Name' with: RIGHT($Full Name$, ($TempInteger1$ - $TempInteger2$) - 2) Set 'Last Name' with: LEFT($Full Name$, $TempInteger2$) Thanks to everyone for your great solutions!! Carol ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Parsing a Field - RESOLVED
I'm sure there are many ways but Roger's method worked for me. I'm simply doing the following with one filter: Set Fields 1: Setting a 'Temp' field with: STRSTR($Full Name$, ",") Set Fields 2: Setting 'First Name' with: RIGHT($Full Name$, $Temp$) Setting 'Last Name' with: LEFT($Full Name$, $Temp$) Brilliant... and easy!! Thanks, Roger! Carol ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Parsing a Field
Could you please give an example? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Parsing a Field
If you have a character field that contains a full name (Ex: "Smith, John"), how could you parse it so that you could set a Last Name field with "Smith" and a First Name field with "John"? Thanks! Carol ARS 5.1.2 SQL Server ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
ARS 7.x on SQL2000 ?
Hi, I was just wondering if anyone is running ARS 7.x on SQL2000 and if there are any known issues in doing so. Thanks! Carol ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: ? New Hires/Terminations/Moves solution
WOW - I appreciate all the great replies! Some are quite lengthy and I appreciate the time that you've put into them. Please keep them coming as I am finding them very helpful! Thanks!! ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: ? New Hires/Terminations/Moves solution
START! What a great idea! Thanks, Jeevan. Carol ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
? New Hires/Terminations/Moves solution
We want to begin using Remedy to track the process of hiring/terminating/moving employees and consultants and I was wondering what other companies are using to do this. Is there an off-the-shelf Remedy application that handles this well or is it better to custom-build something? Basically, the process goes something like this: HR initiates the request and creates an Employee record Hiring manager needs to fill in the requirements Facilities needs to provide a workspace Voice Comm needs to set up a phone PC Help Desk needs to provide a PC or Laptop, cabling, and needs to know what software is required. Security needs to provide access to the building Data Security needs to provide access to the network, etc. User setup on various software (such as Remedy) needs to take place - For terminations, the reverse needs to take place. - For consultants, the process may be slightly different and there needs to be a termination date. - For associates who move, another process needs to take place. And the $99,000 question is: What is the best name to call this process? There must be an industry name for it, right? Thanks for your replies. ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
