Re: Read-only Remedy

[Chapin, John]

Cool -- thanks for those ideas...  much appreciated.   We don't have any
APIs that can't be shut down during this period.
much appreciated -- 
John



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza
Sent: Tuesday, July 14, 2009 4:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Read-only Remedy


** 
True, he may need to keep in mind API's that create tickets but have
exceptions for whatever is the true source for creation of these
tickets. Since he didn't mention the source of creation of tickets (they
got to be getting created somehow and somewhere), he might want to be
careful about what he does with a creation prevention filter. You do not
want to prevent 'too much'.
 
Joe




From: "Nichols, Wesley D CTR USAF AFMC 72 CS/SCBAF"

To: arslist@ARSLIST.ORG
Sent: Tuesday, July 14, 2009 4:24:47 PM
Subject: Re: Read-only Remedy

Much better solution Joe... I was just typing a similar reply to my
previous quick and dirty initial response.

I would still have a just in case filter.  In case there are any API
programs on the loose.


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza
Sent: Tuesday, July 14, 2009 3:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Read-only Remedy

** 
Or even better still an Active Link that closes a New Window and opens a
Search instead with a message saying that they can only Modify an
existing ticket. That way you won't frustrate a user who may fill in a
entire ticket information in an attempt to create a ticket and then let
the user know that they cannot create a ticket..

Joe




From: LJ Longwing 
To: arslist@ARSLIST.ORG
Sent: Tuesday, July 14, 2009 4:11:07 PM
Subject: Re: Read-only Remedy

** 
Create a filter that fires on Submit that throws an error, that'll stop
them from creating anything else, but not prevent modify



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Chapin, John
Sent: Tuesday, July 14, 2009 1:55 PM
To: arslist@ARSLIST.ORG
Subject: Read-only Remedy


** 

Howdy, listerz. 

We have Remedy 6 on Windows 2003.  
Is there any clever way to prevent users from creating NEW tickets, but
allow them to annotate & resolve their EXISTING tickets...?

thanks -- 


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Read-only Remedy

[Chapin, John]

Howdy, listerz.

We have Remedy 6 on Windows 2003.  
Is there any clever way to prevent users from creating NEW tickets, but
allow them to annotate & resolve their EXISTING tickets...?

thanks --
---
The information contained in the linked e-mail transmission and any
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related to AllianceBernstein products or services by e-mail, and
therefore will not be responsible for carrying out such orders and/or
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Re: Other shoe just fell, no UserWorld 2009, so on with the ARSlist Awards

[Chapin, John]

I doubt that the decision was more complicated than comparing cost of
event with projected attendance.  The cost of the event probably has not
changed significantly, but the projected attendance must be way, way
down.  Lots of companies have travel restrictions because of the
horrible condition of the economy.  Spending any amount of money on
"conventions" just doesn't fly these days.
 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Howard Richter
Sent: Tuesday, January 06, 2009 2:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Other shoe just fell, no UserWorld 2009, so on with the
ARSlist Awards


** 

I wonder if the current financial climate is just an excuse not to have
it.

Howard


On Tue, Jan 6, 2009 at 1:53 PM, Sanford, Claire
 wrote:


** 
Heck...  Cisco just shut down it's Houston TAC for Support and
sent it to India!



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Wallace, Kelvin
Sent: Tuesday, January 06, 2009 12:32 PM 

To: arslist@ARSLIST.ORG
Subject: Re: Other shoe just fell, no UserWorld 2009, so on with
the ARSlist Awards


** 

Has anyone else heard rumors of a Cisco buyout of parts or all
of BMC Software - resulting from the "California" blade server rollout?

 





From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Tuesday, January 06, 2009 12:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Other shoe just fell, no UserWorld 2009, so on with
the ARSlist Awards

 

Not only that, but the market had crashed too, and even worse,
peregrine acquired Remedy, which initially questioned peregrine's
commitment to ARS. That in itself put many implementation projects on
hold back then.

-Guillaume

-Original Message-
From: Action Request System discussion list(ARSList) on behalf
of Rick Cook
Sent: Tue 01/06/09 12:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Other shoe just fell, no UserWorld 2009, so on with
the ARSlist Awards

As I recall, 1300 people attended the rug after the dot com
bust.  The market wasn't any worse then than now.  Did any BMC customer
or partner get asked whether they would attend?

Rick
Sent from my Verizon Wireless BlackBerry

-Original Message-
From: "VanSickle, James W"


Date: Tue, 6 Jan 2009 11:27:18
To: 
Subject: Re: Other shoe just fell, no UserWorld 2009, so on with
the ARSlist Awards


There is also another side to this as well. 

How many companies in the current financial climate can or are
willing
to send some or all of their Remedy teams to such a conference?
If I
was a manager trying to keep costs down, I might have a
difficult time
justifying plane tickets, hotel fees, car rental, and other
travel
expenses for such a conference.  BMC could have some very
justified
fears that attendance would be too low to be worth the effort,
and that
a number of third-party vendors may also keep their staff away
in
efforts to save costs.

James Van Sickle
Remedy Developer
Office: 972-409-4902
Mobile: 214-263-9340

-Original Message-
From: Action Request System discussion list(ARSList)
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Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified 
E-Mail = hbr4...@gmail.com
LinkedIn Profile = http://www.linkedin.com/in/hbr4270
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Re: Pros and Cons of ARS development - was Buy vs. Build

[Chapin, John]

"Pros and Cons of ARS development" 
Being relatively new to ARS development, my "fresh eyes" definitely
agree what I think you're saying: debugging workflow is very awkward.
For a tool that calls itself a development platform, this is not a minor
drag but a gaping hole.  And I too have stared in disbelief at the .def
files...   

Remedy could be greatly improved if it could better interconnect with
other tools.  Most Remedy developers have some experience with shell,
VB, Perl, and other utilities.  And some have experience with
programming languages like Java and C.  Being able to use these
utilities or languages with Remedy would be great.

Remedy seems to be too much of a stand-alone development environment.
Am I mistaken...?

RELATED TO THIS TOPIC is that we have found it nearly impossible to
upgrade Remedy after years and years of what I call "casual
customizations".  A "casual customization" is something small, like
adding a field to the HelpDesk form.  (Casual customizations are
contrasted to building an Application in Remedy -- a full-blown project
with its own forms.)

I DON'T blame Remedy for this -- it's clearly a hole that we have dug
ourselves into.  But I have come to believe that Remedy's strength (ease
of casual customization) is its greatest flaw when it is time to
upgrade.  Unfortunately, it is nearly impossible to convince users that
after the upgrade they will loose their custom fields on the HelpDesk
form.
But again, this problem was created by us, not by Remedy per se.

(now I feel better...)
John


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
Sent: Thursday, July 24, 2008 9:00 AM
To: arslist@ARSLIST.ORG
Subject: Pros and Cons of ARS development - was Buy vs. Build

I want to change the topic slightly and go off on a tangent that keeps
coming up repeatedly.  That topic is of the power of ARS for
development.

While I agree that ARS is great, I would have to qualify that to say
that if you want to build an application that is within its
capabilities, it is great.  However, having worked with Visual Basic,
PHP, Perl, and a few other things, I see plenty of limitations in ARS as
a development tool.

For example, there is no such thing as a variable in ARS.  Yes, you can
add a field to a form, even a Display Only field, but you can't
instantiate fields during runtime on the fly.  You have to purposely
create fields for usage later on, and this limitation causes us to often
re-use certain fields as generic variables, which can make
troubleshooting difficult sometimes.  I've worked on a system that
someone else built that I had to troubleshoot something on a field that
had many different Set Fields actions occurring at different points with
different tables.  It was definitely possible, but since ARS is missing
another major capability that most development platforms have.

ARS doesn't have a way to step through code.  We can't start up
processing on a form, and pause it to see what is going on.  All we can
do is 1) go through log files and recreate the workflow in our minds, or
2) pop up messages after each piece of workflow we want to troubleshoot.
If there was a way to step through each piece of workflow that is
running, that would be a tremendous help to us.

Another issue that is more of a matter of taste I guess, is the
inability to generate flat source-code.  Yes, I have learned to read
.def files to some extent, but it should be easier to read.  Instead of
values like " 4\1\1\179\2\4\32\Change Level IA - Implementation\" in
workflow, the definition files should display what we see in the Admin
tool.

These are the somewhat major problems I have with ARS for development.
If you want to build an application with a database back end, a web
interface, and have most of the standard controls (save, search,
displaying tables, etc) just work automatically, ARS is a great too.
There isn't anything out there that I've worked with which can top ARS
development in terms of speed.  In some cases, you do have to make
sacrifices for more complex functionality, but it's still a great
development platform for what it does.  I just wish BMC would change the
things I mentioned above, plus a few other minor ones (I'd like to be
able to use arrays if they implement variables, I'd like to be able to
have workflow triggered off of typing in specific fields, not just
pressing enter and gain/lose focus, etc.)

What are your thoughts about the pros and cons of ARS as a development
tool?  Perhaps we can put all of our heads together and go back to BMC
and tell them what we want, plus come up with enough positive things
about it to show our clients and employers that ARS is a great
development tool.

Shawn Pierson

Private and confidential as detailed here:
http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access
the link, please e-mail sender.

_

Question about integrating with Parlano MindAlign

[Chapin, John]

Howdy Listers --

Does anyone know of a commercial product which allows the creation of
Remedy tickets from the Parlano MindAlign chat product...?Any
version, any platform.

I suspect that it is possible to build a custom solution, but I'm
looking first for a canned solution.  I'll also ask our BMC sales rep,
and I'll track down some kind of contact with Parlano / Microsoft too.

The functionality we're looking for is no better specified than "to be
able to create Remedy tickets from a MindAlign console".

any leads would be appreciated  --  thanks -- 

John

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Re: Not quite multi-tenancy

[Chapin, John]

Cool -- thank you much for the pointer to "dynamic groups"...   I'll
check 'em out.

bye for now -- thanks again!

John 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Tuesday, April 29, 2008 11:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: Not quite multi-tenancy

Sorry, hit "send" too soon.
 
We did exactly this same thing for one company.  Basically anyone could
see anyone else's tickets...UNLESS the case got categorized as a
security issue.  Then it was locked down to just that one group using
dynamic groups.
 
You could of course use them to limit viewing in any number of ways.
 
William Rentfrow
Principal Consultant, StrataCom
[EMAIL PROTECTED]
O 952-432-0227
C 701-306-6157



From: Action Request System discussion list(ARSList) on behalf of
Chapin, John
Sent: Tue 4/29/2008 8:10 AM
To: arslist@ARSLIST.ORG
Subject: Not quite multi-tenancy


** 

In ARS v7.1, is there any way to limit who can view an Incident or
Problem, according to it's Operational Categorization...?   

In other words, if an Incident has an Op Cat where tier 1 is "Audit",
we'd like only certain users to be able to actually read or modify that
ticket.

We've thought about using multi-tenancy, but we'd have to invent a
pseudo company that would really be used for this other purpose.

And we'd like to avoid customization if possible...   I'm certain it
could be done with workflow, but I wanted to be sure that there wasn't
something already available before we considered that.

Any ideas...?   Thanks -- 
John Chapin 





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Not quite multi-tenancy

[Chapin, John]

In ARS v7.1, is there any way to limit who can view an Incident or
Problem, according to it's Operational Categorization...?   

In other words, if an Incident has an Op Cat where tier 1 is "Audit",
we'd like only certain users to be able to actually read or modify that
ticket.

We've thought about using multi-tenancy, but we'd have to invent a
pseudo company that would really be used for this other purpose.

And we'd like to avoid customization if possible...   I'm certain it
could be done with workflow, but I wanted to be sure that there wasn't
something already available before we considered that.

Any ideas...?   Thanks --
John Chapin

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Re: Remedy Integration

[Chapin, John]

Using the ARSperl module be another option...  but I'm not certain of
it's use with ARS v7.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Andy Hey
Sent: Wednesday, April 23, 2008 11:21 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Integration

The app is written in php/mysql with some perl scripts as well... if  
that helps?

Andy
On 23 Apr 2008, at 16:18, LJ Longwing wrote:

> there are literally dozens of ways to get a record created, the ones  
> you
> list below are valid, the ones you mention require changing the  
> application
> to accept the messages, depending o the language that your tool is  
> written
> in, you may be able to use API to connect and create the records.
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Andy Hey
> Sent: Wednesday, April 23, 2008 8:53 AM
> To: arslist@ARSLIST.ORG
> Subject: Remedy Integration
>
> List,
>
> This may be the wrong place and if so please feel free to point me  
> in the
> right direction.
>
> A company I work for has a vulnerability management tool which  
> generates an
> alert when certain vulnerabilities are found. They are winning  
> several large
> deals now which are demanding integration to their Remedy solution.  
> The
> vulnerability management app essentially needs to create a ticket in  
> Remedy
> when we would normally email the user.
>
> Can this be done as simply as emailing the Remedy instance and  
> creating a
> ticket that way or through a web service? It seems overkill to go  
> the AIE
> route.
>
> Any advice/comments greatly appreciated.
>
> Andy
>
>


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Remedy and Database choices.

[Chapin, John]

Howdy, listerz...   we're having the darndest time trying to
build a new Remedy environment.  We'd like to be able to run Remedy on
Linux or Solaris servers, but we're currently running Windows with a
MS-SQL database.
Here's what I've learned   do I have this right...?   (This
is meant as a question, open for comment.)thanks --

If your Remedy Db is MS-SQL, they will enjoy case-insensitive
searches.  This means that if they type "macdougal" in the Name+ field,
and then press "F-5", the search will return all tickets opened by
either "James MacDougal" or "Sarah Macdougal", or even "Albert
MACdOugAl"
If a user types "macdougal" in Name+, and presses ENTER, a
pick-list of all "MacDougals" from the People table will appear.  
This is good.

If instead you have Sybase or Oracle, users will NOT have
case-insensitive searches.  If a user types "macdougal" in the Name+
field, they will return none of the aforementioned users.
Furthermore, if they type "macdougal" in Name+,  and press F-5,
you will not get any matches for any of the "MacDougal"s which are in
SHR:People.

When building new Remedy environments, this is a potentially
huge "GOTCHA"...   it makes it just about impossible to switch from
MS-SQL to either Sybase or Oracle without having to tell your users
about the whole case sensitivity thing.  
This is bd.

The "Full Text Search License" does not impact this
case-sensitivity issue.

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Group names and substrings

[Chapin, John]

Sometimes we get HelpDesk users complaining that they can see tickets
assigned to an other group, a group to which they themselves do not
belong.

Upon investigation, we see that the user might belong to a group name
like "Long Group Name", but they're seeing a ticket that is assigned to
a group named "Group".  Note that "Group" is a substring of "Long Group
Name".

I could see how this might happen, given the space-delimited GroupList
field in the User table, and the fact that "Long Group Name" contains
spaces, but the reason I'm puzzled is that it seems like it really
should be happening MORE OFTEN, given all the group names we've got
which are sub-strings of other group names.

Does anyone know of a way to fix this, without having to rename a bunch
of our bloomin groups...?

thanks --
John

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