Re: Email Engine Version/ ITSM Version & Patch info

[Chapman, Colin]

For those that are not aware here's how to check your ITSM 7.x
version/patch info:

Open the form called SHARE:Application_Properties and do an unqualified
search.  In the Results List window, look for BMC Remedy Incident
Management.  Highlight that record and then look down in the Details
pane...this is where you will see your actual IM 7.0.x patch level.

No good for email engine though. 

Colin 

ARS 7  ServiceDesk 7 MSSQL2005 Windows2003
Colin Chapman, UNCW
Phone: 910-962-7356
Email: [EMAIL PROTECTED]

 
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Frank Caruso
Sent: Wednesday, February 27, 2008 2:00 PM
To: arslist@ARSLIST.ORG
Subject: Email Engine Version

ARS6.3 p20
Sybase/Solaris
Tomcat/Apache

Is there way to tell what version of the Email Engine is being run?
Better yet, by looking in the AREmail install folder is there a way to
tell which version it is?

I have a server with 4 directories and each contains an installation.

Thank you

Frank


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Re: Notifications in ITSM 7 - part 1- disable a message or modify trigger conditions for some or all users

[Chapman, Colin]

Rabi, good news.

I made the modifications per your steps on our development box and tests
are successful.

So I do hold you liable fo that :) 

I do have a question though:
What significance, if any, does the "Selection code" value have in the
"SYS:Form Field Selection" record ?
I just used any number that was not already being used in that form

thanks much !

Colin 


ARS 7  ServiceDesk 7 MSSQL2005 Windows2003
Colin Chapman, UNCW
Phone: 910-962-7356
Email: [EMAIL PROTECTED]


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi
Sent: Thursday, November 29, 2007 12:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: Notifications in ITSM 7 - part 1- disable a message or
modify trigger conditions for some or all users

Sadly, I overreacted. That filter was already listed correctly in the
earlier post. Ah. 

I retract my correction and I am taking some time off from ARSLST. And
stop reading what I already posted.

Dear Santa: 
I am keeping my wish.

--- Rabi Tripathi <[EMAIL PROTECTED]> wrote:

> Colin:
> cc: Dear Santa
> 
> My big wish for this christmas and future ones...until we are not 
> talking about ITSM 7 any more, is to be able to make a statement about

> ITSM 7's notification scheme that I subsequently do not have to 
> retract, change or add to.
> 
> I missed a key filter in last post (in #4), so please use this "new 
> and improved" story.
> [
> I am standing by this one. For the moment. EOE. This is provided to 
> you for informational purposes only and you hereby just agreed not to 
> hold me liable for actual or consequential damages. All disputes will 
> be settled outside of the courts and without arbitration.
> Specifications are subject to change at random moments for no specific

> reasons. Stay tuned.
> ]
> 
> 
> To add a new field to notification message text...one that is not 
> already available on the menus



 


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Re: Question: ITSM 7.0 - Removing Items from Pull Down Menus

[Chapman, Colin]

Tyrone, WARNING ! there is related workflow.
I have never changed any of these pull downs.
I was thinking of changing the Service Type pull-down,
but when I checked with BMC support they warned me there was a bunch
of other forms that would need changing plus workflow, so instead
I added a new field "Service Class".
I think the same may well apply to the other pull-downs.
 
i did change the Client Type pull-down on the People form - and that did
necessitate several other forms, including HPD:HelpDesk, to be modified,
plus related workflow.
 
Colin 

 

ARS 7  ServiceDesk 7 MSSQL2005 Windows2003

Colin Chapman, UNCW

Phone: 910-962-7356

Email: [EMAIL PROTECTED]

 
 
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Thursday, November 29, 2007 12:38 PM
To: arslist@ARSLIST.ORG
Subject: Question: ITSM 7.0 - Removing Items from Pull Down Menus


** 
There are some pull down menus that are "hard coded" under
properties/attributes for the following fields (see below).  I know I
can "delete" and / or "modify" the items, however, I don't want to break
any workflow.  
 
Has anyone changed / modified any of these pull downs in ITSM 7.0
Incident?
 
Service Type, Reported Source, Closure Source, Source, Work Info Type,
Status Reason 
 
I'm not sure why Remedy would "hard code" the items in the pull down
menus for these fields.
 
I know "Status Reason" has it's values in a form, however, I also know
these values are hard coded in a hidden field on Incident
"Status_Reason_Hidden". 
 
Thanks.
__20060125___This posting was submitted with HTML in
it___ 

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Re: Notifications in ITSM 7 - part 1- disable a message or modify trigger conditions for some or all users

[Chapman, Colin]

Rabi, thanks. I'll give it a try and let you know the results.

I had figured out some of the steps, but not all 


Colin 


ARS 7  ServiceDesk 7 MSSQL2005 Windows2003
Colin Chapman, UNCW
Phone: 910-962-7356
Email: [EMAIL PROTECTED]

 

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi
Sent: Thursday, November 29, 2007 10:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: Notifications in ITSM 7 - part 1- disable a message or
modify trigger conditions for some or all users

Colin:
To add a new field to notification message text...one that is not
already available on the menus on the "SYS:Notification Messages" form's
fields, follow these steps (object names I have included apply for
adding a field from HPD:Help Desk form, i.e.
Incidents):

1)Add a record for the field on form "SYS:Form Field Selections". See
existing records for detail.

2)Add the field on following backend forms, so the field's value can be
held during notification workflow processing NTE:SYS-NT Process Control
NTE:SYS-Group NT Control NTE:SYS-Individual NT Control

3)Update the filter that replaces any placeholders for the field in the
message template with actual value for the field from the ticket. One of
these filters:
NTE:SHR:TranslateNotificationMessageCommon_090
NTE:SHR:TranslateNotificationMessageINC3_102

4)Modify filters on backend notification forms as well as the source
(ticket) form so the values are carried forward as the notification
workflow continues from form to form.
INT:FNDHPD:NPC:GetINCData_020
NTE:NTG:NoOnCall_260_Indiv-PNPC
HPD:INC:NotificationGenerator_899_PNPC`!
NTE:NTG:SetFieldsfromNPC_030 (no need to modify, just take a look)
NTE:NPC:CreateNTRecord_180_PNTI NTE:NTG:CreateNTRecord_180_PNTI`! (no
need to modify, just take a look)

Given the nature of the code involved, a thorough testing of you
modifications would include:
-a message that goes out to requester
-a message that goes out to a single support staff -a message that goes
out to an entire group, not flagged on-call -a message that goes out to
an on-call group

HTH.

> ---Colin wrote:
> Rabi, thanks for the prompt reply.
> 
> Yes, it is tricky - I can find the entries to modify in form 
> "SYS:Notification Messages"
> - they have tags HPD-INC-AssigneeAssignment and 
> HPD-INC-GroupAssignment but customer phone number is not on the fields

> menu for the form
> 
> Colin
> 
> --- Rabi Tripathi <[EMAIL PROTECTED]> wrote:
> 
> > Colin,
> > Modifying notification text is rather easy. Just modify the right 
> > record on form "SYS:NotificationMessages". No filter to deal
> with.
> > 
> > To find the right record to modify, you can use
> some
> > of the techniques from the original post.
> > 
> > It gets tricky if the field you are trying to add
> is
> > not on the fields' menus on the record. If that's what you see, I 
> > can send you more info to handle the situation.
> > 
> > I have been tied up with work/personal things. I will post other 
> > parts shortly.
> > 
> > PS: about T. Dee's earlier comment that:
> > [start quote]
> > "I found out from Remedy today that if you create
> a
> > custom notification from
> > the People Form and then you shut it off in the SYS:Notification 
> > Messages it will still fire.  I find this very odd, but it is 
> > working as designed."
> > [end quote]
> > 
> > If you disable the records on both forms, corresponding messages 
> > should be disabled. With support-staff directed messages (as opposed

> > to requester directed), code ignores status on one of the forms. 
> > System
> > 
> > There's also the NTE:CFG-Notification Events form
> to
> > complicate the matter. What I wrote in "part 1"
> > should
> > stil be true, but is not the whole story. I will post a revised 
> > "part 1".
> > 
> > 
> > from: Chapman, Colin <[EMAIL PROTECTED]>
> > reply-to: arslist@arslist.org,
> > date: Nov 27, 2007 5:10 PM
> > subjectRe: Notifications in ITSM 7 - part 1-
> disable
> > a
> > message or modify trigger conditions for some or
> all
> > users
> > 
> > Rabi, this is great, thanks
> > 
> > Are you ready to post how to modify a notification in
> > ITSM7 - or anyone
> > else ?
> > I found the docs that have been mentioned on the list, but none say 
> > exactly what forms & workflow to change in
> ITSM7
> > (SERVICE DESK 7).
> > 
> > For example, I am currently needing to add the Customer Phone Number

> > to the Assignment Notification 

Re: Notifications in ITSM 7 - part 1- disable a message or modify trigger conditions for some or all users

[Chapman, Colin]

Rabi, thanks for the prompt reply.

Yes, it is tricky - I can find the entries to modify in form
"SYS:Notification Messages"
- they have tags HPD-INC-AssigneeAssignment and HPD-INC-GroupAssignment
but customer phone number is not on the fields menu for the form

Colin 
 
ARS 7  ServiceDesk 7 MSSQL2005 Windows2003
Colin Chapman, UNCW
Phone: 910-962-7356
Email: [EMAIL PROTECTED]
 


  

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi
Sent: Tuesday, November 27, 2007 10:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Notifications in ITSM 7 - part 1- disable a message or
modify trigger conditions for some or all users

Colin,
Modifying notification text is rather easy. Just modify the right record
on form "SYS:NotificationMessages". No filter to deal with.

To find the right record to modify, you can use some of the techniques
from the original post.

It gets tricky if the field you are trying to add is not on the fields'
menus on the record. If that's what you see, I can send you more info to
handle the situation.

I have been tied up with work/personal things. I will post other parts
shortly.

PS: about T. Dee's earlier comment that:
[start quote]
"I found out from Remedy today that if you create a custom notification
from the People Form and then you shut it off in the SYS:Notification
Messages it will still fire.  I find this very odd, but it is working as
designed."
[end quote]

If you disable the records on both forms, corresponding messages should
be disabled. With support-staff directed messages (as opposed to
requester directed), code ignores status on one of the forms. System

There's also the NTE:CFG-Notification Events form to complicate the
matter. What I wrote in "part 1" should stil be true, but is not the
whole story. I will post a revised "part 1".


from: Chapman, Colin <[EMAIL PROTECTED]>
reply-to: arslist@arslist.org,
date: Nov 27, 2007 5:10 PM
subjectRe: Notifications in ITSM 7 - part 1- disable a message or modify
trigger conditions for some or all users

Rabi, this is great, thanks

Are you ready to post how to modify a notification in
ITSM7 - or anyone
else ?
I found the docs that have been mentioned on the list, but none say
exactly what forms & workflow to change in ITSM7 (SERVICE DESK 7).

For example, I am currently needing to add the Customer Phone Number to
the Assignment Notification in ServiceDesk 7.01 patch 3.

I think I can figure it out, but if someone else has already made such a
modification and documented the steps, including the names of the
filters modified, then that will save me time.

TIA
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi
> Sent: Tuesday, November 13, 2007 2:33 PM
> To: arslist@ARSLIST.ORG
> Subject: *SPAM* Notifications in ITSM 7 - part 1- disable a 
> message or modify trigger conditions for some or all users
> 
> Old subject was "Re: Roles in Incident Management
> 7.x:
> App doesn't match the doc & other tidbits"
> 
> A lot has been said recently about notifications in ITSM 7, so I will 
> try to summarize what I know here.
> This one is about modifying notification preferences or disabling a 
> notification altogether. I will post later about modifying the 
> message, adding a new message etc.
> 




 


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Re: Notifications in ITSM 7 - part 1- disable a message or modify trigger conditions for some or all users

[Chapman, Colin]

Rabi, this is great, thanks

Are you ready to post how to modify a notification in ITSM7 - or anyone
else ?
I found the docs that have been mentioned on the list, but none
say exactly what forms & workflow to change in ITSM7 (SERVICE DESK 7).

For example, I am currently needing to add the Customer Phone Number
to the Assignment Notification in ServiceDesk 7.01 patch 3.

I think I can figure it out, but if someone else has already made
such a modification and documented the steps, including the names of
the filters modified, then that will save me time.

TIA

Colin 
ARS 7  ServiceDesk 7 MSSQL2005 Windows2003
Colin Chapman, UNCW
Phone: 910-962-7356
Email: [EMAIL PROTECTED]


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi
Sent: Tuesday, November 13, 2007 2:33 PM
To: arslist@ARSLIST.ORG
Subject: Notifications in ITSM 7 - part 1- disable a message or modify
trigger conditions for some or all users

Old subject was "Re: Roles in Incident Management 7.x:
App doesn't match the doc & other tidbits"

A lot has been said recently about notifications in ITSM 7, so I will
try to summarize what I know here.
This one is about modifying notification preferences or disabling a
notification altogether. I will post later about modifying the message,
adding a new message etc.

In short: to disable a notification in a given module (Change, Incident,
Broadcast), for all users, and regardless of any other conditions (such
as the ticket having certain values):
a) Disable the record associated with that module, that event and that
locale (if you have multiple
languages) on form "NTE:SYS-Define NT Events"
b)Disable the message itself for that event, that module (and the
desired company, if you have multiple
companies) on "SYS:Notification Messages" form. This is optional in some
cases, but go ahead and do it anyway. It's good practice and you don't
have to deal with the quirk that makes it optional.

Use any status other than "Enabled". 

To find out the right event:
---
If you didn't notice, "event" is the key. All messages fire when a
specific "event" occurs in the application. 

It's fairly easy to figure out the event associated with any
message...the event on which the message is set to go..if you look at
events defined in NTE:SYS-Define NT Events form. 

Or, if you go to "SYS:Notification Messages" form instead, you can see
not only the event name, but the more descriptive "message tag" and the
actual message itself.

In case you see a filter on the ticket form (say
incident) setting up a particular message and want to disable that
message, look for the "event tag" in the filter's set field and look for
that tag in "SYS:Notification Messages" form. These filters are at or
above order 800 and have names such as:
HPD:INC:NTOwner_800_SetTag
HPD:INC:NTAsgGrp_805_SetTag
CHG:CRQ:NTCustConfirm_803_SetTag

If you have the message text, you can also do a wildcard search for any
reasonably unique phrase in the message on the message fields of
"SYS:Notification Messages" form.

Or, look in the NTE:Notifier Log for an actual record of the message
that went out that you want to disable and see the associated event.

If all fails, do logging to find out which filter around order 800 is
setting up the notification.

TO DISABLE A MESSAGE (you should really say disable notification on an
"event") OR MODIFY ITS BEHAVIOR SELECTIVELY FOR SPECIFIC USERS(s):
---
Leave the "NTE:SYS-Define NT Events" and "SYS:Notification Messages"
records alone, so the default behavior will be that the message goes
only if the user has not indicated a preference for receiving no
message.

Then for the people who don't want the message or want it only on
certain situations (based on group, priority, business hour, etc),
create "User" kind of
record(s) (as opposed to the default records you see for "System
Default") for the user(s) on NTE:CFG:NotificationEvents form. This is
the same form where preferences are stored if users themselves change
their notificaton preferences from their people record (CTM:People ).

For the same event, you can create multiple records for a user on
"NTE:CFG:NotificationEvents" form. Say, on Low priority he wants no
notification, on Med & High wants email only during bus hour, on High
wants page at all times.

If a user doesn't have a "User" preference for a given situation, (say a
given event on a given module for a given priority) on
"NTE:CFG:NotificationEvents" form, the "system default" record will
apply. This was contrary to what I expected or wished. I wished if a
"user" preference was available for a given event, "System Default"
never applied but it does.

TO DISABLE A MESSAGE (you should really say disable notification on an
"event") OR MODIFY ITS BEHAVIOR FOR
***ALL*** USERS(s):

As you probably guessed...Modify the "System Default"
record on "NTE:CFG:NotificationEvents" form. For exa

Re: SLA on Incident Management 7. No OOB workflow to set "SLA Responded" field?

[Chapman, Colin]

Rabi, don't have SLM here at UNCW, just ServiceDesk 7.
We wanted to report on the Responded Date, which we could see in testing
was not getting updated, just like you noticed.

So I created one new filter for form HPD:Help Desk that does update the
Responded Date
The filter executes on Submit and Modify and Execution Order is 528
The Run If is: ('Responded Date' = $NULL$) AND ('Status' > "Assigned")
There is one action: Set Fields, Server Name CURRRENT TRANSACTION
Read value from CURRENT TRANSACTION
Field Responded Date Value $TIMESTAMP$

if you need all that, hope it helps 
 
Colin 
 
ARS 7  ServiceDesk 7 MSSQL2005 Windows2003
Colin Chapman, UNCW
Phone: 910-962-7356
Email: [EMAIL PROTECTED]

 
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi
Sent: Friday, September 28, 2007 5:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLA on Incident Management 7. No OOB workflow to set "SLA
Responded" field?

Rick,
That sucks. 

I have consistently suggested to customers to forget about using ITSM's
SLA since my failed attempts at making sense of and using SLA 4. Three
versions later, you are telling me they have been adding bells and
whistles to this pretty boy, while the engine still sputters and the
body rattles. What a fun ride.

The power of shiny paint! Once while visiting a BMW plant, the host told
me cars sell for their paint. I thought he was kidding. But what do I
know?

Any specific issues with SLM 7 I should know about?
Wonder how many are using it in production.

--- Rick Cook <[EMAIL PROTECTED]> wrote:

> Rabi, there are still significant problems with SLM v7.  It's a great 
> concept, it's a great looking and well-thought out application, but 
> the inner workings still have some holes.
> 
> I guess what I'm saying is that it may not be a problem with something

> you did.
> 
> Rick
> 
> On 9/28/07, Rabi Tripathi <[EMAIL PROTECTED]>
> wrote:
> >
> > I have a simple SL agreement and a service target defined for 
> > Incidents in IM 7.
> >
> > The "measurement" I used was the out of box
> "Incident
> > Response" which monitors the 'SLA Responded?'
> field on
> > the form to go from No to Yes.
> >
> > Nice of them to give me a measurement I can use,
> but
> > there is no workflow to set 'SLA Responded?' to
> "Yes"!
> > Ever! It's set to Yes during submission only for certain values of 
> > 'Reported Source' (such as Web),
> but
> > during submission if 'SLA Responded' is "No", it
> is
> > never set to "Yes" no matter what happens on the incident.
> >
> > So I set status to InProgress and even resolve the ticket, but my 
> > SLA is still in "In Process" and
> sure
> > enough the 'SLA Responded' is still No.
> >
> > Am I supposed to add my own workflow to manage
> this
> > field? I feel like they gift wrapped it pretty
> well,
> > but the gift if missing and I am being told to go
> buy
> > whatever the hell I want, with my own money.
> Bummer.
> 
>

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Multiple "No floating write license available" pop-ups.

[Chapman, Colin]

When a user assigned a floating license logs in to the Client tool
(v7.0.01) and selects the
Incident Management Console, he/she will get multiple pop-ups, I guess
one per ticket
in the Assigned Work table, warning a floating write license is not
available.
Is there a way to improve on this ? A patch maybe ? A setting somewhere
?
TIA
 
  Colin 

 

ARS 7  ServiceDesk 7 MSSQL2005 Windows2003

Colin Chapman, UNCW

Phone: 910-962-7356

Email: [EMAIL PROTECTED]

 

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FW: How to send email notification to a Group - RESOLVED

[Chapman, Colin]

ARSlisters, sorry for the lateness of this posting.
 
It turned out I was somewhat ignorant on this one - I misread the fact
that ARSystem is designed for the notify action to be able to send email
to members of a Group but NOT members of a Support Group,
which is what I was trying to do. (I know that ServiceDesk uses the
notification process to send email to Support Group members)
 
 
Colin 

 

ARS 7  ServiceDesk 7 MSSQL2005 Windows2003

Colin Chapman, UNCW

Phone: 910-962-7356

Email: [EMAIL PROTECTED]

 
 
 



From: Joe D'Souza [mailto:[EMAIL PROTECTED] 
Sent: Wednesday, May 09, 2007 4:46 PM
To: ARS Discussion List
Cc: Chapman, Colin
Subject: RE: How to send email notification to a Group ?


Any errors in your Email logs??? Look up the AR Email Error Log form..
 
Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Chapman, Colin
Sent: Wednesday, May 09, 2007 4:41 PM
To: arslist@ARSLIST.ORG
Subject: How to send email notification to a Group ?


** 
Hi Listers,
 
I thought this would be easy, but I cannot figure out the
problem.
I want my escalation filter to send a Notify email to $Assigned
Group$
but no emails go out.
I have checked lots of settings, error logs, archives, KB,
guides etc. but no luck.
Originally I had Mecanism Email, and changed that to User
Default.
I am not using templates or include fields.
I have checked permisions of the group members, and their
Default Notification settings
The test group I am using only has two members.
Any ideas ?
 
TIV
 

Colin 

 

ARS 7  ServiceDesk 7 MSSQL2005 Windows2003

Colin Chapman, UNCW

Phone: 910-962-7356

Email: [EMAIL PROTECTED]


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Friday Humor: PAPER ADS

[Chapman, Colin]

 
Real Newspaper Ads


> FREE YORKSHIRE TERRIER
> 8 years old.  Hateful little dog.  Bites
> 
> FREE PUPPIES:
> 1/2 Cocker Spaniel,  1/2 sneaky neighbor's dog
> 
> FREE PUPPIES...
> Mother, AKC German Shepherd.
> Father, Super Dog...able to leap tall fences in a
> single bound.
> 
> FOUND DIRTY WHITE DOG.
> Looks like a rat ... been out a while.  Better be a
> reward.
> 
> COWS, CALVES:  NEVER BRED.
> Also 1 gay bull for sale.
> 
> NORDIC TRACK
> $300 Hardly used,  call Chubby.
> 
> GEORGIA PEACHES
> California grown -  89 cents lb.
> 
> JOINING NUDIST COLONY!
> Must sell washer and dryer $300.
> 
> WEDDING DRESS FOR SALE .
> WORN ONCE BY MISTAKE.   Call Stephanie.
> 
> AND THE BEST ONE :
> 
> FOR SALE BY OWNER:
> Complete set of Encyclopedia Britannica, 45 volumes
> Excellent condition
> $1,000 or best offer
> No longer needed,  got married last month.
> Wife knows everything.



 

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Re: Requester Console. Event error 326

[Chapman, Colin]

The SRM:Request form can be found in the User tool by its alias name,
Service Request 


Colin 

 
ARS 7  ServiceDesk 7 MSSQL2005 Windows2003
Colin Chapman, UNCW
Phone: 910-962-7356
Email: [EMAIL PROTECTED]



 
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lunkwill
Sent: Tuesday, July 03, 2007 4:27 AM
To: arslist@ARSLIST.ORG
Subject: Requester Console. Event error 326

Trying to register Change requests via Requster Console, but they get
stuck with Request ID: In process.

When checking the CAI: Events form it says.
--- snip ---
Return Message : ARCreateEntry - Required field cannot be reset to a
NULL valueSRM:Request :
 Urgency
Rtn Message Code : 326
--- snip ---

The Urgency field in the Requester Console is mandatory and filled in
via a selectbox.

Reading KM-00024637 (Troubleshooting Problems with the Requester
Console in ITSM 7.0) at BMC Support-site, it says:

3. Open the SRM:Request form and see if there was a record created for
this event.

The problem is that I can't find this form other than via Admintool.

The KM-00024637 also says that I should find three records in CAI:
Events form with the Events:
SRM_OUT_CREATE_APP_REQUEST, SRM_OUT_ACTIVATE_APP_REQUEST and
SRM_IN_PUSH_APP_REQUEST_INFO

All with Return Message "Success"
But I only got Event: SRM_OUT_CREATE_APP_REQUEST with above mentioned
error. (between the snippets)

Any clues?

(Running BMC Remedy 7.0.01 with BMC Change Mgmt on Windows 2003..)

/regards Johan


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Re: Submit Ticket on Service Desk 7.x

[Chapman, Colin]

Rules that I know of:
1. the incident must be assigned to a group when created.
 
are you using an incident template to create the incident ?
 
Colin 

 

ARS 7  ServiceDesk 7 MSSQL2005 Windows2003

Colin Chapman, UNCW

Phone: 910-962-7356

Email: [EMAIL PROTECTED]

 
 
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pedro Cardoso
Sent: Monday, June 25, 2007 4:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Submit Ticket on Service Desk 7.x


** 
Do you have the right permissions? 
Do you created the login name one by one or bulk import?
 
Try searching the Login Name on User form and be sure it below to
"General Access" and "Unrestricted Access".
I run a bulk import and this permission give me headache.
 
Pedro
@Mexico


 
On 6/24/07, Rami S Ayoub <[EMAIL PROTECTED]> wrote: 

** 
**

When saving a new incident I recieve the following error:
ARERR [326] Required field cannot be reset to a NULL value :
HPD:Help Desk Assignment Log : Assigned Support Company

ARERR [326] Required field cannot be reset to a NULL value :
HPD:Help Desk Assignment Log : Assigned Group

ARERR [326] Required field cannot be reset to a NULL value :
HPD:Help Desk Assignment Log : Assigned Group ID

ARERR [326] Required field cannot be reset to a NULL value :
HPD:Help Desk Assignment Log : Assigned Support Organization

Update Support Groups and Roles.  Mark one group as Yes for the
default. but still the error is come

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Re: Requester Consol

[Chapman, Colin]

Ben is correct. I'm going thru the same situation - assuming you are
also ARS 7.x and Service Desk 7.x
 
When a request is created on the Requestor Console, then ServiceDesk
attempts to create an
Incident, using some complicated workflow and custom APIs. Turn on
serverside Filter logging and
you will see.
 
Colin 

Colin 

 

ARS 7  ServiceDesk 7 MSSQL2005 Windows2003

Colin Chapman, UNCW

Phone: 910-962-7356

Email: [EMAIL PROTECTED]

 
 
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rami S Ayoub
Sent: Monday, June 25, 2007 10:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: Requester Consol


** 
**

I don't have problem with Incident Management Consol (HPD:HELPDESK) ,
but from the Requester consol this issue is coming ?>

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore
Sent: Monday, June 25, 2007 5:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: arslist@ARSLIST.ORG

 

** 
I think the error means exactly what its saying that the categorization
you're specifying is incorrect for the company selected.  Did you try my
suggestion of plugging in the values on the SRM:Request form into the
helpdesk form to see if they work?  When I got a similar error I went
back into my summary definition form and changed the values to what
would be accepted by the hpd:helpdesk. 

Ben Cantatore
Remedy Administrator
Avon
(914) 935-2946 



Rami S Ayoub <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)"
 

06/25/2007 10:10 AM 

Please respond to
arslist@ARSLIST.ORG

To

arslist@ARSLIST.ORG 

cc

 

Subject

arslist@ARSLIST.ORG

 

 

 




** 
** 
I have another error because I'm using the system for 3 companies in the
assignment engine i already create the assignment for the -Global-
Company but 
I receive this error also 
ARCreateEntry - The operational categorization information is invalid
for the specified company 
  
  

 




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore
Sent: Monday, June 25, 2007 4:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Requester Consol 
  
** 
I'm not sure if I'm understanding the problem correctly, but here's two
issues I had with requester. 

An incorrect Tier 1-3 combination or you've made some fields in helpdesk
required that out of the box weren't.  Check the values in SRM:Request
and try pluging them in manually into hpd:helpdesk (incident) to see if
you're able to submit it.   

Ben Cantatore
Remedy Administrator
Avon
(914) 935-2946 

Rami S Ayoub <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)"
 

06/25/2007 04:01 AM 

 

Please respond to
arslist@ARSLIST.ORG

 

To

arslist@ARSLIST.ORG 

cc

  

Subject

Requester Consol


  

 

  

 





** 
*** 
In requester consol always on submit ticket the IN ID = In Process when
checking the (View Events) I found this Error 
ARCreateEntry - Required field (without a default) not specifiedHPD:Help
Desk :Summary Categorization ? 
I have attached menu in summary filed , but the configuration of the
assignment base on operation categorization. 
 
Regards, 
Rami 

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Friday humor - 5 rules for Men

[Chapman, Colin]

FIVE RULES FOR MEN TO FOLLOW TO A HAPPY LIFE: 

 
 1. It's important to have a woman, who helps at home, who cooks from
time to time, cleans up and has a job.

 

2. It's important to have a woman, who can make you laugh. 

 

3. It's important to have a woman, who you can trust and who doesn't lie
to you. 
 
 

4. It's important to have a woman, who is good in bed and who likes to
be with you. 

 

5. It's very, very important that these four women do not know each
other. 



 
 

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Re: Sandbox for ITSM 7?

[Chapman, Colin]

Ron,
 
I'm also working on an updgrade to just ServiceDesk 7. We installed on a
'sandbox' server by calling our sales rep and getting temporary
licenses,
it has worked out well, except for the pain for getting the correct
licenses, then renewing after they expired.
 
Colin 

 

Colin Chapman

Dept. of Integrated Enterprise Solutions,

Information Technology Systems Division,

University of North Carolina at Wilmington

601 South College Rd.

Wilmington, NC 28403-5908 

Phone: 910-962-7356

Fax: 910-962-4067

Email: [EMAIL PROTECTED]

 
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ron Legters
Sent: Thursday, June 14, 2007 11:38 AM
To: arslist@ARSLIST.ORG
Subject: Sandbox for ITSM 7?


** 

I'm working on our upgrade to ITSM 7 (well, actually just Service Desk
7) and I'd like some advice. For past upgrades, I've done a completely
OTB install on an unlicensed 'sandbox' server just to see what's there,
and compare my customizations to the OTB and so forth. As you know, we
can't do an unlicensed install with ITSM 7, so I'm wondering how some of
you who have already dealt with this managed.

I've got a licensed development system, so I can install there, but it's
likely I'll need to do some troubleshooting of production problems
before we get the upgrade in production, so I need a dev system that's
exactly like production. I'm thinking I could do a backup of the
existing dev system database, then do a fresh install or ARS 7 and a
fresh OTB install of ITSM 7, then if I need the HD6.0 system, restore
from the 6.0 backup. This sounds like it should work, but I don't know
about binaries that may get installed for ITSM 7 which might make going
back and forth between 6 and 7 challenging.

Your thoughts? 

Thanks,
Ron Legters
Tools Administrator 
Data & Systems Services 
Univar USA Inc.
425.889.3952 Office
425.889.4111 Fax 
www.univarusa.com   


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Re: ServiceDesk 7 Requestor Console customization question - SRMS ?

[Chapman, Colin]

Elry, thanks for your reponse.

How can I tell if we have SRMS ?

Is it part of the ITSM Suite ?

Looking at the Remedy website it says the IT Service Managemennt suite
consists of:

Service Desk (Incident and Problem Management)
Change Management
Asset Management
Service Level Management

and I think we only have Service Desk.

thank you 

Colin 

ARS 7  ServiceDesk 7 MSSQL2005 Windows2003
Colin Chapman, UNCW
Phone: 910-962-7356
Email: [EMAIL PROTECTED]
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Elry
Sent: Friday, June 01, 2007 9:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: ServiceDesk 7 Requestor Console customization question

Hey Colin...

If you are on version 7 - are you using the new SRMS (Service Request
Management System)?

This new system allows the User to select from a service catalog of
Service Request Definitions.  These Service Request Definitions are
built on a process model that allows you to embed incident, change, and
work order templates seamlessly into the Service Request.  To the end
user it looks like they are creating a simple request, but in the
background based on the service catalog item chosen - the Service
Request Definition will allow for the background creation of a request
in any of the modules (even multiple request creation can be done).

Note: if you are using SRMS 7 or plan to install it - it will disable
the old Requester Console.

On May 31, 10:50 pm, "Chapman, Colin" <[EMAIL PROTECTED]> wrote:
> My college has just requested that the Requestor Console use the 
> Incident Templates instead of the Summary Definitions, meaning when 
> someone enters a Request they get to pick from Incident Templates 
> instead of Summary Definitions.
>
> I think I can figure a way how to do this, but my question, since I'm 
> not so familiar with handling help desk tickets, is this a valid 
> request ?
>
> We are currently using HelpDesk 5 in production and have ServiceDesk 7

> on a test server, and not much testing has been done. We are still 
> really in the configuration phase, configuring Incident Manager so it 
> will work for us.
> Up to now the customizations requested have been only tweaks, but this

> seems a major change to the way Incident Manager has been designed to 
> operate.
>
> tia
>
> Colin
>
> ARS 7  ServiceDesk 7 MSSQL2005 Windows2003
>
> Colin Chapman, UNCW
>
> Phone: 910-962-7356
>
> Email: [EMAIL PROTECTED]
>
> __
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ServiceDesk 7 Requestor Console customization question

[Chapman, Colin]

My college has just requested that the Requestor Console use the
Incident Templates instead of the
Summary Definitions, meaning when someone enters a Request they get to
pick from Incident Templates
instead of Summary Definitions.
 
I think I can figure a way how to do this, but my question, since I'm
not so familiar with handling
help desk tickets, is this a valid request ?
 
We are currently using HelpDesk 5 in production and have ServiceDesk 7
on a test server, and not
much testing has been done. We are still really in the configuration
phase, configuring Incident Manager
so it will work for us.
Up to now the customizations requested have been only tweaks, but this
seems a major change to the
way Incident Manager has been designed to operate.
 
tia
 
Colin 

 

ARS 7  ServiceDesk 7 MSSQL2005 Windows2003

Colin Chapman, UNCW

Phone: 910-962-7356

Email: [EMAIL PROTECTED]

 
 

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Re: How to send email notification to a Group ?

[Chapman, Colin]

ARSlisters - apologies for letting this slip.
  I am ignorant about LDAP -
  all I know is that we authenticate against the NT
domain, and that
   the LDAP config forms do not have an entry - so does
that mean
we do or do not use LDAP authentication ?
I could not see anything in the Email engine debug logs, and at that
point gave up,
since I had to move on to other things.
When I have time I'll give it another try.
 
thank you everyone
 
Colin 

 

ARS 7  ServiceDesk 7 MSSQL2005 Windows2003

Colin Chapman, UNCW

Phone: 910-962-7356

Email: [EMAIL PROTECTED]

 
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Thursday, May 10, 2007 12:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: How to send email notification to a Group ?


** Only if using an AREA plugin.

Axton Grams


On 5/10/07, Rick Cook <[EMAIL PROTECTED]> wrote: 

** 
Axton, isn't that just if using AREA?  Does it also apply to
ARDBC connections into LDAP?
 
Rick 


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Thursday, May 10, 2007 9:30 AM
To: arslist@ARSLIST.ORG
Subject: Re: How to send email notification to a Group ?


** For the group notifications, if using LDAP authentication,
you need to set the External-Authentication-Return-Data-Capabilities
parameter in the ar.conf file.  7.0 Config Guide Page 322. 


Axton Grams


On 5/10/07, Jason Miller <[EMAIL PROTECTED]> wrote: 

** 

I didn't see an answer to Axton's question if you are
using LDAP for authentication. I do remember a while back having a
similar problem on 6.x (1 I think). The emails would be sent only to
group members who had passwords in their User record. If I remember
correctly I had to adjust the "Default Notification Mechanism" on the
AREA LDAP Configuration form.

 

Jason 

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Chapman, Colin
Sent: Thursday, May 10, 2007 8:26 AM 

To: arslist@ARSLIST.ORG
Subject: Re: How to send email notification to a Group ?







 

** 

Thanks for the responses,

 

I had checked that $Assigned Group$ was populated, and
there were no errors in the AR Email Error Log form.

I just tested sending the notify to the two group
members individually and that worked, so not a permissions issue.

 

So per Axton, I'll try the Email Engine debug logging.

 

Colin 

 

ARS 7  ServiceDesk 7 MSSQL2005 Windows2003

Colin Chapman, UNCW

Phone: 910-962-7356

Email: [EMAIL PROTECTED]

 

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of CONDREA, Daniel
Sent: Thursday, May 10, 2007 6:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: How to send email notification to a Group ?

** 

Hi All,

 

I suppose that $Assigned Group$ is a system field with
ID 112.

 

If multiple groups are written to field 112, the groups
must be separated by hard returns.

 

On the other hand if a group has 2 members. One member
has read license and one member has write license, only the user with
write license will receive a notification.

 

Daniel

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED]
Sent: Thursday, May 10, 2007 12:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: How to send email notification to a Group ?

** 

Hi Colin

 

Can you send email to both member separately by
replacing $Assigned Group$ with email address?

 

Regards

 

Abdul Ghani

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Chapman, Colin
 

Re: ITSM 7 customizations

[Chapman, Colin]

UNCW is trying to stay OOTB as much as possible.
Similar points to others, like using the Login ID for the customer.
Also the Client Types on the People form are not suitable for a college,
so we had to change them - its crazy they are not configurable !
Another reason for some customizations - we've only got ServiceDesk
(may get Asset, SLM, Change later) so we have to add our own escalations
(breach of SLA) 


Colin 


ARS 7  ServiceDesk 7 MSSQL2005 Windows2003
Colin Chapman, UNCW
Phone: 910-962-7356
Email: [EMAIL PROTECTED]

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Drew
Sent: Monday, May 21, 2007 4:41 PM
To: arslist@ARSLIST.ORG
Subject: ITSM 7 customizations

For those of you who have decided or already installed ITSM 7, are you
planning to stay "out of box"? Or do you plan on making customizations?
And if so, what are they?

Or put another way, what percentage of ITSM 7 customers will make
customizations and why?  If ITSM 7 truly does embody ITIL, what are the
reasons you'd use to justify customizations that others might perceive
as breaking best practice?

On a higher level Do you think BMC has really done a good job of
making ITSM 7 so robust in workflow, GUI and ITIL/standards compliance
that they truly are no longer marketing Remedy as a development platform
but as a suite of ready-to-go applications?

Just doing a little market research here thx.

-Drew
Product Manager
Aeroprise


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Re: OT: Dan Appreciation Day

[Chapman, Colin]

I would like to say a big Thanks also.
 
I am a newbie to the list, joined April 15th this year - and I have been
amazed !
 
I have just become aware there seem to some list rules (like humor on
Fridays)
but I don't know the rules - I just looked at www.arlist.org but did see
not anything there,
or in the welcome email I received upon joining.
 
Anyone got a list of rules for the list ?
 
Colin 

 

ARS 7  ServiceDesk 7 MSSQL2005 Windows2003

Colin Chapman, UNCW

Phone: 910-962-7356

Email: [EMAIL PROTECTED]

 
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joanne Mansur
Sent: Friday, May 18, 2007 11:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT: Dan Appreciation Day


** 
Ditto! Thanks for all you do! 

Joanne Mansur
Client Systems Analyst
Northeastern University
Phone\617.373.3295
Fax\617.373.5985
[EMAIL PROTECTED] 



Susan Palmer <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)"
 

05/18/2007 10:52 AM 
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG 
cc
Subject
[ARSLIST] OT: Dan Appreciation Day






** Dan,

I appreciate the efforts you go through to make this wonderful forum
available to all of us.  Sometimes we are a little unruly but we know
you understand.

What I can never understand is people that do things that purposely
cause you extra effort to maintain this forum.  I guess they are just
jerks. 

Thanks again !!!

Susan
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OT:Humor 7 reasons not to mess with children.

[Chapman, Colin]

 
 
7 reasons not to mess with children.

A little girl was talking to her teacher about whales.

The teacher said it was physically impossible for a whale to swallow a
human because even though it was a very large mammal its throat was very
small.

The little girl stated that Jonah was swallowed by a whale.

Irritated, the teacher reiterated that a whale could not swallow a
human; it was physically impossible.

The little girl said, "When I get to heaven I will ask Jonah".

The teacher asked, "What if Jonah went to hell?"

The little girl replied, "Then you ask him ".


(This one is my favorite...!)
A Kindergarten teacher was observing her classroom of children while
they were drawing. She would occasionally walk around to see each
child's work.

As she got to one little girl who was working diligently, she asked what
the drawing was.

The girl replied, "I'm drawing God."

The teacher paused and said, "But no one knows what God looks like."

Without missing a beat, or looking up from her drawing, the girl
replied, "They will in a minute."



A Sunday school teacher was discussing the Ten Commandments with her
five and six year olds.

After explaining the commandment to "honor" thy Father and thy Mother,
she asked, "Is there a commandment that teaches us how to treat our
brothers and sisters?"

Without missing a beat one little boy (the oldest of a family) answered,
"Thou shall not kill."



One day a little girl was sitting and watching her mother do the dishes
at the kitchen sink. She suddenly noticed that her mother had several
strands of white hair sticking out in contrast on her brunette head

She looked at her mother and inquisitively asked, "Why are some of your
hairs white, Mom?"

Her mother replied, "Well, every time that you do something wrong and
make me cry or unhappy, one of my hairs turns white."

The little girl thought about this revelation for a while and then said,
"Momma, how come ALL of grandma's hairs are white?"

The children had all been photographed, and the teacher was trying to
persuade them each to buy a copy of the group picture.

"Just think how nice it will be to look at it when you are all grown up
and say, 'There's Jennifer, she's a lawyer,' or 'That's Michael, He's a
doctor.'

A small voice at the back of the room rang out, "And there's the
teacher, she's dead."



A teacher was giving a lesson on the circulation of the blood. Trying to
make the matter clearer, she said, "Now, class, if I stood on my head,
the blood, as you know, would run into it, and I would turn red in the
face."

"Yes," the class said.

"Then why is it that while I am standing upright in the ordinary
position the blood doesn't run into my feet?"

A little fellow shouted,
"Cause your feet ain't empty."



The children were lined up in the cafeteria of a Catholic elementary
school for lunch. At the head of the table was a large pile of apples.
The nun made a note, and posted on the apple tray:

"Take only ONE. God is watching."

Moving further along the lunch line, at the other end of the table was a
large pile of chocolate chip cookies.

A child had written a note, "Take all you want. God is watching the
apples.



 

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Re: OT:Humor - Top 10 Things Men Know About Women

[Chapman, Colin]

No one has posted "Top 10 Things Women know about Men" ?
 
I guess #1 is "They don't understand Women" !
 
Colin 

 

 
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pickering, Christopher
Sent: Tuesday, May 15, 2007 4:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT:Humor - Top 10 Things Men Know About Women


** 
How can anyone defend against the truth?
 
C



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer
Sent: Tuesday, May 15, 2007 3:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT:Humor - Top 10 Things Men Know About Women


** I notice no men are refuting the post . lol  :)


On 5/15/07, Gidd <[EMAIL PROTECTED]> wrote: 

** 
10:
9:
8:
7:
6:
5:
4:
3:
2:
1: 
 
Doh !!
 

Regards...Gidd 

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Re: Client Types

[Chapman, Colin]

Here's some more if you need - from ar.h also
 
/* VUI-Type Definition */

#define AR_VUI_TYPE_NONE 0
#define AR_VUI_TYPE_WINDOWS  1
#define AR_VUI_TYPE_STANDARD 1
#define AR_VUI_TYPE_WEB  2
#define AR_VUI_TYPE_WEB_ABS_POS  3
#define AR_VUI_TYPE_WIRELESS 4
#define AR_VUI_TYPE_WEB_AUTOGEN  5
#define AR_VUI_TYPE_WEB_ABS_POS_AUTOGEN  6

Colin 


ARS 7  ServiceDesk 7 MSSQL2005 Windows2003
Colin Chapman, UNCW
Phone: 910-962-7356
Email: [EMAIL PROTECTED]

 


 

rom: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ben Chernys
Sent: Thursday, May 10, 2007 2:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: Client Types



** 
Hi Shaf,
 
How's life over the pond?
 
Cheers
Ben
 
Straight out of ar.h:
 
/* client Id for an API program */
#define AR_CLIENT_TYPE_UNKNOWN 0
#define AR_CLIENT_TYPE_PRE_50  1  /* Pre 5.0 ar client
tools */
#define AR_CLIENT_TYPE_WAT 2  /* Windows admin tool
*/
#define AR_CLIENT_TYPE_WUT 3  /* Windows user tool
*/
#define AR_CLIENT_TYPE_WIP 4  /* Windows import tool
*/
#define AR_CLIENT_TYPE_DSO 5  /* Distributed server
*/
#define AR_CLIENT_TYPE_ODBC6  /* ARODBC */
#define AR_CLIENT_TYPE_APPROVAL7  /* Approval server */
#define AR_CLIENT_TYPE_WEB_SERVER  8  /* AR web server,
waserver */
#define AR_CLIENT_TYPE_MID_TIER9  /* Mid-tier 5.0 and
later */
#define AR_CLIENT_TYPE_PALM_PILOT 10  /* Palm pilot */
#define AR_CLIENT_TYPE_FLASHBOARDS11  /* Flashboards */
#define AR_CLIENT_TYPE_FLASHBOARDS_MID_TIER   12  /* Flashboards
mid-tier */
#define AR_CLIENT_TYPE_EIE13  /* Enterprise
Integration */
  /*  Engine
*/
#define AR_CLIENT_TYPE_RELOAD 14  /* arreload */
#define AR_CLIENT_TYPE_CACHE  15  /* arcache */
#define AR_CLIENT_TYPE_DIST   16  /* ardist */
#define AR_CLIENT_TYPE_RUN_MACRO  17  /* runmacro */
#define AR_CLIENT_TYPE_MAIL   18  /* armaild/armailex */
#define AR_CLIENT_TYPE_IMPORT_CMD 19  /* arimportcmd */
#define AR_CLIENT_TYPE_REPORT_PLUGIN  20  /* Report creator
plugin */
#define AR_CLIENT_TYPE_ALERT  21  /* Alert tool */
#define AR_CLIENT_TYPE_MAIL_DAEMON22  /* New AR Mail Daemon,
not armaild */
#define AR_CLIENT_TYPE_SIGNAL 23  /* arsignal */
#define AR_CLIENT_TYPE_DEBUGGER   24  /* debugger */
#define AR_CLIENT_TYPE_OBJSTR 25  /* object store API */
#define AR_CLIENT_TYPE_OBJSTR_SYNC26  /* object store sync
utility */
#define AR_CLIENT_TYPE_SERVER_ADMIN_PLUGIN27  /* Server Admin plugin
*/
#define AR_CLIENT_TYPE_SIM_PUBLISHING_SERVER  28  /* bmc sim publishing
server */
#define AR_CLIENT_TYPE_SIM_SME29  /* bmc sim service
model editor */
 
#define AR_CLIENT_TYPE_END_OF_PRODUCT   3999
 
#define AR_CLIENT_TYPE_UNPRODUCTIZED_START  4000
#define AR_CLIENT_TYPE_DRIVER   4000  /* Driver: sample
program */
#define AR_CLIENT_TYPE_DISPATCHER   4001  /* distributor of
appl. */
  /*  command signals
*/
#define AR_CLIENT_TYPE_HELP 4002  /* arhelp */
#define AR_CLIENT_TYPE_JANITOR  4003  /* arjanitor */
#define AR_CLIENT_TYPE_MENU 4004  /* armenu */
#define AR_CLIENT_TYPE_STRUCT   4005  /* arstruct */
#define AR_CLIENT_TYPE_TEXT 4006  /* artext */
#define AR_CLIENT_TYPE_SQLED4007  /* arsqled */
#define AR_CLIENT_TYPE_CHANGE_SEL   4008  /* archgsel */
#define AR_CLIENT_TYPE_CHANGE_ID4009  /* archgid */
#define AR_CLIENT_TYPE_LABEL4010  /* arlabel */
 
#define AR_CLIENT_TYPE_END_OF_RESERVED_RANGE  5000
 
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shafqat Ayaz
Sent: May 10, 2007 8:41 PM
To: arslist@ARSLIST.ORG
Subject: Client Types


** 
Hi
does anyone have the numbers for the client type handy? specifically
what is the number for the User Tool?
 
Many thanks
 
Shafqat




Shafqat Ayaz


"Break the Rules, Forgive Quickly, Kiss Slowly, Love Truly, Laugh
Uncontrollably, And Never Regret anything that made you Smile.." 




Ahhh...imagining that irresistible "new car" smell?
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Re: How to send email notification to a Group ?

[Chapman, Colin]

Thanks for the responses,
 
I had checked that $Assigned Group$ was populated, and there were no
errors in the AR Email Error Log form.
I just tested sending the notify to the two group members individually
and that worked, so not a permissions issue.
 
So per Axton, I'll try the Email Engine debug logging.
 
Colin 

 

ARS 7  ServiceDesk 7 MSSQL2005 Windows2003

Colin Chapman, UNCW

Phone: 910-962-7356

Email: [EMAIL PROTECTED]

 
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of CONDREA, Daniel
Sent: Thursday, May 10, 2007 6:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: How to send email notification to a Group ?


** 
Hi All,
 
I suppose that $Assigned Group$ is a system field with ID 112.
 
If multiple groups are written to field 112, the groups must be
separated by hard returns.
 
On the other hand if a group has 2 members. One member has read license
and one member has write license, only the user with write license will
receive a notification.
 
Daniel



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED]
Sent: Thursday, May 10, 2007 12:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: How to send email notification to a Group ?


** 
Hi Colin
 
Can you send email to both member separately by replacing $Assigned
Group$ with email address?
 
Regards
 
Abdul Ghani



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Chapman, Colin
Sent: Thursday, May 10, 2007 2:11 AM
To: arslist@ARSLIST.ORG
Subject: How to send email notification to a Group ?


** 
Hi Listers,
 
I thought this would be easy, but I cannot figure out the problem.
I want my escalation filter to send a Notify email to $Assigned Group$
but no emails go out.
I have checked lots of settings, error logs, archives, KB, guides etc.
but no luck.
Originally I had Mecanism Email, and changed that to User Default.
I am not using templates or include fields.
I have checked permisions of the group members, and their Default
Notification settings
The test group I am using only has two members.
Any ideas ?
 
TIV
 
Colin 

 

ARS 7  ServiceDesk 7 MSSQL2005 Windows2003

Colin Chapman, UNCW

Phone: 910-962-7356

Email: [EMAIL PROTECTED]

 
 
 
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How to send email notification to a Group ?

[Chapman, Colin]

Hi Listers,
 
I thought this would be easy, but I cannot figure out the problem.
I want my escalation filter to send a Notify email to $Assigned Group$
but no emails go out.
I have checked lots of settings, error logs, archives, KB, guides etc.
but no luck.
Originally I had Mecanism Email, and changed that to User Default.
I am not using templates or include fields.
I have checked permisions of the group members, and their Default
Notification settings
The test group I am using only has two members.
Any ideas ?
 
TIV
 
Colin 

 

ARS 7  ServiceDesk 7 MSSQL2005 Windows2003

Colin Chapman, UNCW

Phone: 910-962-7356

Email: [EMAIL PROTECTED]

 
 
 

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Re: Remedy Developer needed in Denver,CO.

[Chapman, Colin]

Hey, the President's job is restricted to US Citizens ! (and probably
most government jobs)
 
 

 
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jaspal Nandra
Sent: Monday, May 07, 2007 7:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Developer needed in Denver,CO.


** 
I am really sorry I may not have put in a right words. But the project
is federal where the client wants US Citizens.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Eric Cleereman (IT)
Sent: Monday, May 07, 2007 4:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Developer needed in Denver,CO.


** 
Nachi,
 
You may want to double-check that.  The posting states "we only
need US Citizens."  I'm not an expert, but that may not be legal.
 
Title VII of the Civil Rights Act of 1964 explicitly prohibits
employment discrimination based on race, color, religion, sex, or
national origin.
 
The U.S. Equal Employment Opportunity Commission (EEOC)'s site
shows that in Fiscal 2006, the EEOC received 8,327 charges of national
origin discrimination.  Of these 8,181 charges were resolved, and
monetary benefits for charging parties totaled $21.2 million.  
 
That was an averages $2591.37 per charge, not including charged
settled through litigation.  So if they don't hire you based on that,
you may stand to make some decent money for your trouble.
 
Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Nachi Govindasamy
Sent: Monday, May 07, 2007 3:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Developer needed in Denver,CO.


** 
I am not a US citizen. I may not be able to work for
them.

 
Thanks,
-Nachi 


- Original Message 
From: Jaspal Nandra <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, May 7, 2007 11:16:43 AM
Subject: Remedy Developer needed in Denver,CO.

** 

Hi All,

We need a Remedy Developer for our client in Denver CO .
The nature of Project is such we only need US Citizens.

Duration: 7 Months + Probability of Extension

Location: Denver, CO.

Position Description: 

Extensive knowledge in ITSM Suite / Release 6+;
Extensive knowledge of Remedy installation, patches, updates/upgrades
and customization; Customizing Remedy Applications; Excellent knowledge
of Crystal Reports; Advanced problem solving skills and the ability to
work collaboratively with other departments to resolve complex issues
with innovative solutions; Adaptability and willingness to learn new
tools and applications; Demonstrated ability to prioritize work load and
meet multiple project deadlines; Ability to adapt in a dynamic work
environment and make independent decisions.

 

If you or you know someone might be interested please
forward this to him.

Thank you and have a great day. 

Regards,

Jaspal Nandra

973-889-5225

[EMAIL PROTECTED] 

 

 

 

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Re: ITSM 7 People import methodology

[Chapman, Colin]

Rick - your methodolgy sounds ok to me, although I'm not an expert.
 
I think you have one error though - the phone numbers do not go into the
Phone details form
- that is a display-only form for the Client - the phone numbers get
pushed to the people form.
If you look at the fields in the People form you will see that there are
severl phone numbers.
For each the country code and the area code are in different fields than
the remainder of the phone number.
 
Here at UNCW we are currently importing to the people form using the
Import tool, although not from Ldap.
Pushing a new entry, if you specify a Login Id, will also push a User
form entry: see
filter CTM:SubmitUserInfo_502, which executes on Submit only
 
Colin 

 

ARS 7  ServiceDesk 7 MSSQL2005 Windows2003

Colin Chapman, UNCW

Phone: 910-962-7356

Email: [EMAIL PROTECTED]

 

 

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Monday, May 07, 2007 6:02 PM
To: arslist@ARSLIST.ORG
Subject: ITSM 7 People import methodology


** 
I am attempting to create ITSM 7 people records from LDAP information,
and want to run this scenario by you more experienced few who may
already have done this:
 
I have the LDAP connection to the people data already, have stored that
information in a holding form (about 700 records), and have culled that
"get" down to only the 15 or so fields that appear to have useful data
in them.
 
I know I need to push the phone #s into the Phone Detail form first, and
will string parse that value as part of that push.  There will be no
Wallet, Travel, Education, Attachments, Home Address, or Benefit, etc.
info imported.
 
I also need to perform some string manipulation on the LDAP formatting
(culling out the "CN=" type strings), after which I want to push the
data into the ITSM 7 People form, along with various local
string/selection field settings (i.e. Status, Client Type, $NULL$,
etc.).  
 
Once I have the import Filter built, I will create an Escalation to
refresh the data from LDAP to the holding form, which will cause the
Filter to push that data to the People form on Modify.
 
I will add the group memberships/roles/permissions later, as that's a
much smaller task that can be done manually.
 
Is there anything else I haven't thought of at all?  Is there a
better/easier way?
 
Rick Cook
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Re: Incident management fields.

[Chapman, Colin]

Have you looked at the 'View Audit Log' ?
When you are looking at a ticket its a menu option under the 'Functions'
heading.
It might only be available to Incident Managers, I'm not sure.
Colin 

 

ARS 7  ServiceDesk 7 MSSQL2005 Windows2003

Colin Chapman, UNCW

Phone: 910-962-7356

Email: [EMAIL PROTECTED]

 
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Moore,Bruce
Sent: Saturday, May 05, 2007 10:22 AM
To: arslist@ARSLIST.ORG
Subject: Incident management fields.


** 

I'm working on an upgrade from Help Desk 5, to Incident management
7.0.02.  I'm pretty close to complete, but I'm missing some fields.  I
guess before I create these, I was wondering if they already existed,
I'm just not looking in the right place.

 

 

Fields I'm looking for.  In Help Desk 5, there is a audit trail, that
keeps track of any and all changes.  Is this named something else in
ITSM 7?

 

Customer Login name, assignee login name, contact login name. I have
checked the fields in view, and see some fields that I thought looked
close, but they don't seem to populate.  

 

Is there an easy way I can find out which filters generate e-mail?  I
need to modify these accordingly.

 

Your help would be greatly appreciated. I'm trying to make minimal
changes, but we really need the above fields.

 

Thanks

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Re: Data does not appear in a column added to a table list view field - RESOLVED

[Chapman, Colin]

Thanks Roger - that worked great !
 
Colin 

 

 
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice
Sent: Friday, May 04, 2007 7:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: Data does not appear in a column added to a table list view
field


** 
if you want it to display you have to map the field using ARDBCFilelds
form and then restart the server to update the plugin.
 
Roger





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Data does not appear in a column added to a table list view field

[Chapman, Colin]

Hi Listers,
 
I added a column to the z2TH_ConsolidatedTable1 on the
SHR:OverviewConsole form, Assignee,
but when I run the Client no data appears in that column when it should.
How do I make thte data appear ?
I see that the table gets its data from the SHR:ARDBC_OverviewConsole
Vendor form,
but I don't know much about how Vendor forms work. I looked at the
Integrating Guide but it does not help me.
TIV
 
Colin 

 

ARS 7  ServiceDesk 7 MSSQL2005 Windows2003

Colin Chapman, UNCW

Phone: 910-962-7356

Email: [EMAIL PROTECTED]

 

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Re: Find Field DropDown in 6.3 Admin Tool

[Chapman, Colin]

Norm - sounds like you got the Popup menu instead of the List Box (Im on
7.0.01)
Check by going to File-Prereferences-Display tab
I had same problem - use List Box instead of Popup Menu.
 
Colin 

 

ARS 7  ServiceDesk 7 MSSQL2005 Windows2003

Colin Chapman, UNCW

Phone: 910-962-7356

Email: [EMAIL PROTECTED]

 
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Thursday, May 03, 2007 11:35 AM
To: arslist@ARSLIST.ORG
Subject: Find Field DropDown in 6.3 Admin Tool


** 

Hi everyone:

 

What's the deal with the Find Field dropdown in the 6.3 Admin Tool? Now
when you click the dropdown, the menu expands itself to the full width
of the available screen space, pushing the vertical scrollbar off the
screen...actually I can't see the vertical scrollbar at all so I'm only
assuming one exists at all.

 

In the older Admin tools, when you clicked the dropdown arrow, the menu
was only about two inches wide and the vertical scrollbar was perfectly
accessible.  So if you had lots of fields on a form you could easily
grab the scrollbar and slide up and down until you found the one you're
looking for.  Now you can't do that.  It's entirely annoying.  I think
they tried to fix a problem of the field name and ID number not being
displayed within the smaller menu space by making it wider, but they
went too far!

 

Is there a fix? I'm running the patch 20 of the 6.3 Admin tool.

 

Norm

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Re: People import not getting passed to user form

[Chapman, Colin]

Roger, UNCW is using the Import Tool (see Matt Gayford's Post)
 
Our Import file does have LoginID and License Type (Read)
 
I checked the filter CTM:SubmitUserInfo_502, which executes on Submit
only.
 
Will the user form get created if I change to include execute on Merge ?
 
thanks,
 
Colin 

 

ARS 7  ServiceDesk 7 MSSQL2005 Windows2003

Colin Chapman, UNCW

Phone: 910-962-7356

Email: [EMAIL PROTECTED]

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice
Sent: Friday, April 27, 2007 4:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: People import not getting passed to user form


** 
The user form is created only when the People entry has a login and
license type.
 
Roger





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Re: Selection List column headings

[Chapman, Colin]

Roger, Fred, thanks for your responses.
 
I had looked at the Form Properties Results list tab, and modified the
Field Names there,
but I don't see an option to select Field Headings - I'm on 7.0.01
 
Is a Heading option someplace else ?
 
thanks
 
Colin 

 

ARS 7  ServiceDesk 7 MSSQL2005 Windows2003

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Friday, April 27, 2007 9:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: Selection List column headings


** 
The columns are controlled by the Results List for the form, but I don't
see any headings for the columns.  Is this a v7 feature (I am still on
6.3)
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice
Sent: Friday, April 27, 2007 8:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: Selection List column headings


** 
The headings are controlled by the Results list for the form.
 
 
-Original Message-
From: [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Fri, 27 Apr 2007 8:47 AM
Subject: Selection List column headings


 Hi Listers.

Thanks again for your help, I am good progress making some
customizations to ServiceDesk 7.

This is not critical - does anyone know if column headings can be
provided on a  selection list from an Active Link ?
The workflow guide just says:

>From the If Multiple Requests Match list, select a handling option to
control  how the system responds when multiple matches are found in the
selected
form.
Display a List (active links only)
Displays a selection list so the user can select the appropriate
request. The selection list uses the form's result list  specification.

I thought of adding a form entry - in this case for HPD:Template - to
provide the column  headers but that won't work for columns like
Priority, Assignee etc.

thanks,
 
Colin 

ARS 7  ServiceDesk 7 MSSQL2005 Windows2003
Colin Chapman, UNCW
Phone: 910-962-7356
Email: [EMAIL PROTECTED]
 

 
 

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Selection List column headings

[Chapman, Colin]

 Hi Listers.

Thanks again for your help, I am good progress making some
customizations to ServiceDesk 7.

This is not critical - does anyone know if column headings can be
provided on a
selection list from an Active Link ?
The workflow guide just says:

>From the If Multiple Requests Match list, select a handling option to
control
how the system responds when multiple matches are found in the selected
form.
Display a List (active links only)
Displays a selection list so the user can select the appropriate
request. The selection list uses the form's result list
specification.

I thought of adding a form entry - in this case for HPD:Template - to
provide the column
headers but that won't work for columns like Priority, Assignee etc.

thanks,
 
Colin 

ARS 7  ServiceDesk 7 MSSQL2005 Windows2003
Colin Chapman, UNCW
Phone: 910-962-7356
Email: [EMAIL PROTECTED]

 
 

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Re: Performance AR System 7.0.2, patch 3

[Chapman, Colin]

I had the sane problem with saving Admin objects - fixed
by setting Development Cache Mode on the Server Info Configuration tab 


Colin Chapman, UNCW



ARS 7  ServiceDesk 7 MSSQL2005 Windows2003

 
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Tuesday, April 24, 2007 7:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: Performance AR System 7.0.2, patch 3

I would say look at your logs and see what is going on.  It could be
something you wouldn't expect, like the email engine is polling every
1 second and is causing your server to be extremely busy, causing
timeouts for other operations.

Axton Grams

On 4/24/07, Koyb P. Liabt <[EMAIL PROTECTED]> wrote:
> **
>
> Hi,
>
> We are experiencing longer than acceptable delays when clicking the 
> Admin Console link and delays when saving workflow object (i.e 
> filters) and
>
> I receive the following error:
> Timeout during database update -- the operation has been accepted by 
> the server and will usually complete successfully : Servername (ARERR
92).
>
> We are on Solaris, Oracle database.
>
> Are other users experiencing performance issues?
>
>
>
> 
> See what's free at AOL.com.
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> in it___


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Re: Install of Incident 7.02 - AppAdmin did not get loaded

[Chapman, Colin]

This is what I got for appadmin, I'm pretty sure its OOB

Groups

 
20013 Security Notification Admin Licensing DSL Viewer DSL Master
Contact Support Admin Contact People User Contact People HR Admin
Contact People Admin Contact Organization Admin Contact Location Admin
Config Categorization Admin Command Event Master ASE-Administrator
Unrestricted Access General Access Config Group Mapping Admin 482
Requester Console Master Problem Master Problem Config Incident Master
Incident Config Cost Manager Asset Admin 12

 
Fullname:  App Admin
License Type: Fixed
No Application Licenses

 

People Form:
First Name: App
Last Name: Admin
Job Title: Application Administrator
Status: Enabled
Company: My Company
 


Colin 

 

Colin Chapman
Dept. of Application Services,
Information Technology Systems Division,
University of North Carolina at Wilmington
601 South College Rd.
Wilmington, NC 28403-5908 
Phone: 910-962-7356
Fax: 910-962-4067
Email: [EMAIL PROTECTED]

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington
Sent: Monday, April 23, 2007 8:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Install of Incident 7.02 - AppAdmin did not get loaded

Try this in your group list... I can't tell you if this is OOTB however,
we more than likely have made changes.

Asset Viewer Incident Master General Access Incident Config
Infrastructure Change Master Security Notification Admin Licensing DSL
Viewer DSL Master Contact Support Admin Contact People User Contact
People HR Admin Contact People Admin Contact Organization Admin Contact
Location Admin Config Categorization Admin Command Event Master
ASE-Administrator Unrestricted Access Config Group Mapping Admin SLM
Config Requester Console Master Problem Master Problem Config Cost
Manager Asset Admin Administrator

Actualy, I'll do you one better:



-tony

--
Tony Worthington
[EMAIL PROTECTED]
262-703-5911



"Lammey, Peter A." <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 

04/23/2007 07:05 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Install of Incident 7.02 - AppAdmin did not get loaded






We already tried to reinstall Incident but it didn't end up noticing
that the ID was missing and did not try to create it.
 
It would take hours and hours to go to a backup at the point before the
Incident was installed since it will take time to get the restore,
install CMDB and then Incident and then Problem again.

Appadmin is an ID like other IDs that can be created in the system.
Im sure Demo can setup the ID as needed.  I just don't know what roles
and permissions it will need.

Thanks
Peter Lammey
ESPN MIT Technical Services & Applications Management
860-766-4761

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington
Sent: Monday, April 23, 2007 7:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Install of Incident 7.02 - AppAdmin did not get loaded

I wouldn't tempt fate.  :-)

Is reinstalling a possibility?


--
Tony Worthington
[EMAIL PROTECTED]
262-703-5911



"Lammey, Peter A." <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 

04/20/2007 01:32 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Install of Incident 7.02 - AppAdmin did not get loaded






** 
We just finished an install of the Incident 7.02 and all went well
except 
I forgot that I allocated all the Fixed licenses on the machine before I

had run the install.
The installation seemed to fail to import and setup the appadmin ID
since 
there were no fixed licenses available on the server.
Is there a way to import and setup the appadmin ID? 
I believe appadmin has a number of permissions and roles assigned to it
so 
I would hate to have to manually create the ID and setup its permissions

and roles from scratch.
Thanks 
Peter Lammey 
ESPN MIT Technical Services & Applications Management 
860-766-4761 
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Re: Admin fields list does not show all field names -RESOLVED

[Chapman, Colin]

Thanks ! 
I should have thought to check Preferences but it is a Friday
afternoon..
 
and sorry I forgot to include version #s 

  

Colin 

 

ARS 7.0.01  ServiceDesk 7 MSSQL2005 Windows2003

Colin Chapman, UNCW

Phone: 910-962-7356

Email: [EMAIL PROTECTED]

 
 
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan
Sent: Friday, April 20, 2007 6:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: Admin fields list does not show all field names


** 
In the admin tool
File
Preferences
Display tab
List Box
:)

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Chapman, Colin
Sent: Friday, April 20, 2007 2:36 PM
To: arslist@ARSLIST.ORG
Subject: Admin fields list does not show all field names


** 
Hi ARSLsiters,
 
I'm sure someone has a sulotion or workaround for this (besides
typing the field name)
 
For a form with many fields - like HPD:HelpDesk in ITSM 7 -
when I click on the Fields option in an Active Link Action
dialog the list of fields shown is "cut-off" so
I cannot see and select all fields (there are no scroll-bars
visible)
 
How can I make it show all fields (can scroll-bars be enabled ?)
 
TIA
 
Colin 

 

Colin Chapman

Dept. of Application Services,

Information Technology Systems Division,

University of North Carolina at Wilmington

601 South College Rd.

Wilmington, NC 28403-5908 

Phone: 910-962-7356

Fax: 910-962-4067

Email: [EMAIL PROTECTED]

 
 
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Admin fields list does not show all field names

[Chapman, Colin]

Hi ARSLsiters,
 
I'm sure someone has a sulotion or workaround for this (besides typing
the field name)
 
For a form with many fields - like HPD:HelpDesk in ITSM 7 -
when I click on the Fields option in an Active Link Action dialog the
list of fields shown is "cut-off" so
I cannot see and select all fields (there are no scroll-bars visible)
 
How can I make it show all fields (can scroll-bars be enabled ?)
 
TIA
 
Colin 

 

Colin Chapman

Dept. of Application Services,

Information Technology Systems Division,

University of North Carolina at Wilmington

601 South College Rd.

Wilmington, NC 28403-5908 

Phone: 910-962-7356

Fax: 910-962-4067

Email: [EMAIL PROTECTED]

 
 

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Re: Administrator performance slow -RESOLVED

[Chapman, Colin]

Jason and all who replied - thanks much !
 
I have switched to Development Cache mode and its speeded up the Admin tool 
considerably !
 
Colin 

 

 



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Jason Miller
Sent: Friday, April 20, 2007 2:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Administrator performance slow


** 

I have been having a good experience developing in a VM. I am run a Win 2k VM 
on my laptop (XP Pro, 2.16 GHz Dual Core, 2 gig of ram (the VM gets 1 gig of 
ram)) Both the ARS (7.0.01 p001 / ITSM 6) and DB (MS SQL 2000 SP4) are in the 
same VM and I have not had any issues. 

 

The database is a copy of my production database granted our system is still in 
its infancy so there are not a ton of records. I do run in Development Cache 
mode. I almost always work with a partial list of objects since there are so 
many in ITSM. Maybe working with a limit set of objects helps with what Adam 
Pederson mentioned below (I have never noticed any issue along what he stated).

 

Jason

 

 

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Mohan Panchangmath
Sent: Friday, April 20, 2007 7:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Administrator performance slow

 

** 

Hi Colin,

 

I agree with Adam. We have the same environment where the development server is 
running on VM and to make it even more difficult the SQL server is also on the 
same VM box.

Every workflow was taking almost 5 minutes to get saved. 

To fix the problem ..not entirely but still made it pretty fast by turning ON 
the Development Cache mode in Admin tool.

Also if your SQL server is on the same VM box and your workflow modification is 
real slow even after setting the Development Cache mode ON, try restarting the 
SQL server every once in a while . We do this whenever we run into slowness and 
then the workflow development is pretty fast for some time.

Hope this helps!

Thanks,

Mohan

- Original Message 
From: Adam D Pederson <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Friday, April 20, 2007 1:08:29 AM
Subject: Re: Administrator performance slow

** 

Hey Colin:

 

I know that this might be going over old territory, but sometimes it helps.  
Are you set developer cache mode on the server?  Also, do you have object 
browser windows open when you are saving?  I know that it can be a pain to 
always be closing and opening them, but I know from experience that it can 
really save you some serious time, especially with v7.  Give this a try:

 

1)   Open a filter and the object (server) browser and save a change the 
filter.

2)   Do the same thing (or just undo the change you just made) but with the 
object browser closed.

 

I think that you’ll be surprised by the difference in speed (at least I hope 
you will because that is my best bet for your problem)!

 

Regards,

 

Adam Pederson

Practice Director

IT Service Management Practice

Xinify Technologies, Inc.

Mobile: +1 925 895 9500

Email:  [EMAIL PROTECTED]

 



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Chapman, Colin
Sent: Thursday, April 19, 2007 2:17 PM
To: arslist@ARSLIST.ORG
Subject: Administrator performance slow

 

Hey Listers, (its a great list)

 

Running Admin on a development virtual server here at UNCW is pretty slow 
(especially when I hit the Save button)

 

I complained to our server folks, thinking more memory would help, got the 
response

As the system is configured right now..Over the last week it has only used 
a maximum of 50% of its memory and an avg of 10% of its CPU (spikes to 50%).

 

I've got an important deadline to meet making some customizations to 
ServiceDesk.

 

Does anyone know what can be done to speed up Remedy Admin ?

 

Thanks

 

Colin 

 

ARS 7.0.01 (patches are now being applied)

Servicedesk 7.0.01 (patches are now bing applied)

MS SQL 2005

Windows 2003

 

 

 

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Administrator performance slow

[Chapman, Colin]

Hey Listers, (its a great list)
 
Running Admin on a development virtual server here at UNCW is pretty
slow (especially when I hit the Save button)
 
I complained to our server folks, thinking more memory would help, got
the response
As the system is configured right now..Over the last week it has
only used a maximum of 50% of its memory and an avg of 10% of its CPU
(spikes to 50%).
 
I've got an important deadline to meet making some customizations to
ServiceDesk.
 
Does anyone know what can be done to speed up Remedy Admin ?
 
Thanks
 
Colin 

 

ARS 7.0.01 (patches are now being applied)

Servicedesk 7.0.01 (patches are now bing applied)

MS SQL 2005

Windows 2003

 

 
 

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FW: Using command line import...

[Chapman, Colin]

7.x Integrating guide...
 240 Chapter 16-Command-line interface (CLI)
Using the BMC Remedy Import CLI
This section discusses the BMC Remedy Import CLI. Every cross-platform
CLI command opens a separate BMC Remedy Import session, executes the
command, and logs out. Therefore, you must log in with every command. If
BMC Remedy Import does not find the user name, BMC Remedy Import
prints the usage messages and exits.
Using the BMC Remedy Import CLI 
 241
Integrating with Plug-ins and Third-Party Products
Note: On Chinese UNIX systems, CSV and ASCII files cannot be imported if
they contain Date/Time fields.
When using the arimportcmd feature on Japanese UNIX systems, convert the
data and .arm mapping files to EUC format before the files are moved to
the
UNIX server. (The .arx and .xml data files are already in EUC format
when
they are generated in the client tool, but the .csv file is not.
Therefore, the .arm
and .csv files must be converted.) Make sure that all of the data file
names
and a mapping file names are in English.
When moving files from Windows to UNIX systems, use FTP to ensure a
stable transfer.
Running arimportcmd on a UNIX machine
When running AR System on UNIX and using arimportcmd, you must add an
entry to the library path before running the command. The following
examples describe how to set up the path with a Bourne shell:
AIX
LIBPATH=$LIBPATH://bin
export LIBPATH
HP-UX
SHLIB_PATH=$SHLIB_PATH://bin
export SHLIB_PATH
Solaris
LD_LIBRARY_PATH=$LD_LIBRARY_PATH://bin
export LD_LIBRARY_PATH
Importing with mapping
Importing with mapping refers to running the BMC Remedy Import CLI
using a mapping created in BMC Remedy Import. The mapping must be
created on Windows because that is the only environment BMC Remedy
Import runs on interactively, but once created, the mapping can be used
on
any platform. The -m or -M option in the command line determines this
mode.
For more information about BMC Remedy Import mapping, see the
Configuring guide.
242 Chapter 16-Command-line interface (CLI)
BMC Remedy Action Request System 7.0
You can override certain settings saved in the mapping by using
additional
options. In this way, you can use the data mappings you created for one
data
file and destination form for imports with a different data file and
form
combination.
Note: You must supply either -M with the fully qualified file name of
the
parameter, or the combination of -d and -m, where -d is the directory
that
contains the mapping file and -m is the name of the mapping as contained
inside the mapping file, not the name of the mapping file. You cannot
supply -M and the combination of -d and -m together.
Use the following format in the command line. Enclose arguments that
contain blank spaces or symbols in double quotes. The items between
square
brackets are optional.
arimportcmd -u  [-p ] [-x ]
[-w ] [-r ] [-a
]
[-l ] [-e ] [-n ]
[-t ] [-o ]
[-f ] [-v ]
-M 
The following table describes available options.
Option Description
-u User name-Required login parameter that identifies the user
account. Requires a  argument.
-p Password-Optional login parameter that identifies the user
account. The -p option requires a  argument. Omit the
option if the user account has no password.
-x Server name-Login parameter that specifies the server to log in to.
The -x option requires a  argument. This option
overrides the server specified in the mapping. If this option is not
specified, the server name in the mapping is used.
-w Authenticator-Specifies the name of an external authentication
string or Windows NT domain. This is related to the Login window's
Authentication field, which is discussed in the Configuring guide.
-r RPC program number-Specifies a private server, for example, if a
dedicated import server is available.
If not specified, the default is the admin server 390600.
Integrating with Plug-ins and Third-Party Products
-a TCP port number-Identifies the port number for the server. This
value is especially important in a multiple server environment. The
option also identifies a TCD specific port, if chosen.
-d Mapping directory-Required directory that contains the mapping
file being referenced with the -m option.
-l Full path name of the log file-Use this option to log details of the
import execution.
-e Duplicate field-The ID number of the field to check for duplicate
data. For example, for the Short Description field, you would enter
the value 8. By default, the Request ID field (field ID 1) is used when
-e parameter is omitted.
-n Suppress filters-When the system is merging entries on forms, this
command instructs arimportcmd to suppress the merge filters.
-t Multiple match option-Use when more than one entry matches.
Enter a value of 3 to affect the first match, and a value of 5 to affect
all matches.
-o Data file name-Name of the file containing data to import. If
specified, this option overrides the data file specified in the mapping.
If not specified, the data file specified in the mapping is used.

Login Id field in Incident Management - Requestor ID ?

[Chapman, Colin]

 Murtuza, thanks a bunch for your response, its much appreciated.

 I am half-way there, having trouble figuring out exactly how the "z1D
Charnn" fields are set.

 Should I use one of the existing "z1D Charnn" fields for the Login ID
or should I create a new one ?

 If I can use an existing one, how do I know which one I can use ?
 If I need to create a new one how do I do that ? These fields are not
in any HPD:HelpDesk view,
  yet I see them in the avaialable fields.

Roger, yes I asked Remedy and they could not find the Requestor ID
field, and said
   to create a new field on the HelpDesk form.
   I did a google on it and it was said to be on the SRM:Request
form 
   but I can't find it there either

thanks,


Colin 

 

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of msb *
Sent: Tuesday, April 17, 2007 1:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: FW: Login Id field in Incident Management - Requestor ID ?

Colin,

Just did this myself. I needed login ID as well as Full name. Just added
2 new fields.

The workflow to modify would be:
HPD:INC:PCS_100_Search
110_srch=-E
120_search=-G
HPD:INC:ContactFound_100_setup

Plus add some workflow if you want to press enter in the field and have
it do the search too.

Regards,
Murtuza.


>From: "Chapman, Colin" <[EMAIL PROTECTED]>
>Reply-To: arslist@ARSLIST.ORG
>To: arslist@ARSLIST.ORG
>Subject: FW: Login Id field in Incident Management - Requestor ID ?
>Date: Mon, 16 Apr 2007 18:20:58 -0400
>
>Roger - thanks for the response again - it is much appreciated - 
>hopefully I'm not being too dense.
>
>I still cannot find Requesotr ID or field ID 100337 on the 
>HPD:HelpDesk form
>
>Am I looking in the wrong place or do we have different versions ?
>
>Shall I just go ahead and add a field ID 100337 to the HPD:HelpDesk

>form ?
>and then modify the workflow, I found Active Link 
>HPD:INC:PCS_100_Search
>
>
>I have put a ticket in at BMC support but they are not much help - 
>first they said use Assignee Login ID field, then they said use the 
>Person ID field to go get the Login ID from the people form - neither 
>is what I need.
>
>thanks,
>
>Colin
>
>
>
>Colin Chapman
>
>Dept. of Application Services,
>
>Information Technology Systems Division,
>
>University of North Carolina at Wilmington
>
>601 South College Rd.
>
>Wilmington, NC 28403-5908
>
>Phone: 910-962-7356
>
>Fax: 910-962-4067
>
>Email: [EMAIL PROTECTED]
>
>
>
>
>
>
>From: Action Request System discussion list(ARSList) 
>[mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice
>Sent: Monday, April 16, 2007 5:27 PM
>To: arslist@ARSLIST.ORG
>Subject: Re: Login Id field in Incident Management - Requestor ID ?
>
>
>**
>Requestor ID is number 100337 this was created by BMC Development 
>and has to be there. I then added it to the set fields action of Active

>Link HPD:INC:PCS_100_Search.
>
>
>-Original Message-
>From: [EMAIL PROTECTED]
>To: arslist@ARSLIST.ORG
>Sent: Mon, 16 Apr 2007 5:08 PM
>Subject: FW: Login Id field in Incident Management - Requestor ID ?
>
>
>**
>Roger, thanks - that's a great tip to look at the fields-in-vew to see 
>all the fields on a form,
>
>however I do not see the Requestor ID field (on the HPD:HelpDesk form)
>
>I do see Person ID, which I see is set the Customer's People form 
>Person ID, but I don't see the Customer Login ID anywhere - there is a 
>Login_ID field but its not populated (looking at a ticket using the 
>Report option to see all these fields)
>
>any more ideas ?
>
>thanks again
>
>Colin
>
>Colin Chapman
>Dept. of Application Services,
>Information Technology Systems Division, University of North Carolina 
>at Wilmington
>601 South College Rd.
>Wilmington, NC 28403-5908
>Phone: 910-962-7356
>Fax: 910-962-4067
>Email: [EMAIL PROTECTED]
>
>
>
>
>
>
>From: Action Request System discussion list(ARSList) 
>[mailto:arslist@ARSLIST.ORG 
> ] On Behalf

>Of Roger Justice
>Sent: Monday, April 16, 2007 2:53 PM
>To: arslist@ARSLIST.ORG
>
>Subject: Re: Login Id field in Incident Management
>
>
>**
>The field you are looking for is still there it is now called Requestor

>ID and the workflow already there populates it. In the Admin tool 
>select from the pull downs Form then current view then Fields in view. 
>On the left side of the dialog select the Requestor field from the list

>of fields not in the view. You will also have to move the field after 
>you br

FW: Login Id field in Incident Management - Requestor ID ?

[Chapman, Colin]

Roger - thanks for the response again - it is much appreciated -
hopefully I'm not being too dense.
 
I still cannot find Requesotr ID or field ID 100337 on the
HPD:HelpDesk form
 
Am I looking in the wrong place or do we have different versions ?
 
Shall I just go ahead and add a field ID 100337 to the HPD:HelpDesk
form ?
and then modify the workflow, I found Active Link HPD:INC:PCS_100_Search

 
I have put a ticket in at BMC support but they are not much help - first
they said use Assignee Login ID field,
then they said use the Person ID field to go get the Login ID from the
people form - neither is what I need.
 
thanks,
 
Colin 

 

Colin Chapman

Dept. of Application Services,

Information Technology Systems Division,

University of North Carolina at Wilmington

601 South College Rd.

Wilmington, NC 28403-5908 

Phone: 910-962-7356

Fax: 910-962-4067

Email: [EMAIL PROTECTED]

 
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice
Sent: Monday, April 16, 2007 5:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: Login Id field in Incident Management - Requestor ID ?


** 
Requestor ID is number 100337 this was created by BMC Development
and has to be there. I then added it to the set fields action of Active
Link HPD:INC:PCS_100_Search.
 
 
-Original Message-
From: [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Mon, 16 Apr 2007 5:08 PM
Subject: FW: Login Id field in Incident Management - Requestor ID ?


** 
Roger, thanks - that's a great tip to look at the fields-in-vew to see
all the fields on a form,
 
however I do not see the Requestor ID field (on the HPD:HelpDesk form)
 
I do see Person ID, which I see is set the Customer's People form Person
ID, but I don't
see the Customer Login ID anywhere - there is a Login_ID field but its
not populated (looking at a ticket
using the Report option to see all these fields)
 
any more ideas ?
 
thanks again
 
Colin 
 
Colin Chapman
Dept. of Application Services,
Information Technology Systems Division,
University of North Carolina at Wilmington
601 South College Rd.
Wilmington, NC 28403-5908 
Phone: 910-962-7356
Fax: 910-962-4067
Email: [EMAIL PROTECTED]
 
 
 



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG
 ] On Behalf
Of Roger Justice
Sent: Monday, April 16, 2007 2:53 PM
To: arslist@ARSLIST.ORG
 
Subject: Re: Login Id field in Incident Management


** 
The field you are looking for is still there it is now called Requestor
ID and the workflow already there populates it. In the Admin tool select
from the pull downs Form then current view then Fields in view. On the
left side of the dialog select the Requestor field from the list of
fields not in the view. You will also have to move the field after you
bring it into the view.
 
 
-Original Message-
From: [EMAIL PROTECTED]
 
To: arslist@ARSLIST.ORG
 
Sent: Mon, 16 Apr 2007 2:24 PM
Subject: Login Id field in Incident Management


** 
Hi, ARS Listers.
 
I am an inexperienced Admin, trying to make minor customizations to
ServiceDesk 7.0.01 (AR System 7.0.01)
 
Now the Incident Management Form Customer tab does NOT have a Login ID
or Login Name field.
We have one in the old HelpDesk, which is our primary method of entering
Requestors (now Customers)
 
So how do I add this ?
 
I tried to add the Login Id field on the Incident Form, using the same
Field Id 4 as on the CTM:People form,
but get error saying its a Reserved ID.
Do I need to add a Display Only field instead ?
I also need to search the People Form on the Login Id - so do I need to
also add a Display only field
to the CTM:People Search form ?
I know I will need to modify all the related workflow.
 
thanks,
 
Colin 
 
Colin Chapman
Dept. of Application Services,
Information Technology Systems Division,
University of North Carolina at Wilmington
601 South College Rd.
Wilmington, NC 28403-5908 
Phone: 910-962-7356
Fax: 910-962-4067
Email: [EMAIL PROTECTED]
 
 
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FW: Login Id field in Incident Management - Requestor ID ?

[Chapman, Colin]

Roger, thanks - that's a great tip to look at the fields-in-vew to see
all the fields on a form,
 
however I do not see the Requestor ID field (on the HPD:HelpDesk form)
 
I do see Person ID, which I see is set the Customer's People form Person
ID, but I don't
see the Customer Login ID anywhere - there is a Login_ID field but its
not populated (looking at a ticket
using the Report option to see all these fields)
 
any more ideas ?
 
thanks again
 
Colin 

 

Colin Chapman

Dept. of Application Services,

Information Technology Systems Division,

University of North Carolina at Wilmington

601 South College Rd.

Wilmington, NC 28403-5908 

Phone: 910-962-7356

Fax: 910-962-4067

Email: [EMAIL PROTECTED]

 
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice
Sent: Monday, April 16, 2007 2:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: Login Id field in Incident Management


** 
The field you are looking for is still there it is now called Requestor
ID and the workflow already there populates it. In the Admin tool select
from the pull downs Form then current view then Fields in view. On the
left side of the dialog select the Requestor field from the list of
fields not in the view. You will also have to move the field after you
bring it into the view.
 
 
-Original Message-
From: [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Mon, 16 Apr 2007 2:24 PM
Subject: Login Id field in Incident Management


** 
Hi, ARS Listers.
 
I am an inexperienced Admin, trying to make minor customizations to
ServiceDesk 7.0.01 (AR System 7.0.01)
 
Now the Incident Management Form Customer tab does NOT have a Login ID
or Login Name field.
We have one in the old HelpDesk, which is our primary method of entering
Requestors (now Customers)
 
So how do I add this ?
 
I tried to add the Login Id field on the Incident Form, using the same
Field Id 4 as on the CTM:People form,
but get error saying its a Reserved ID.
Do I need to add a Display Only field instead ?
I also need to search the People Form on the Login Id - so do I need to
also add a Display only field
to the CTM:People Search form ?
I know I will need to modify all the related workflow.
 
thanks,
 
Colin 
 
Colin Chapman
Dept. of Application Services,
Information Technology Systems Division,
University of North Carolina at Wilmington
601 South College Rd.
Wilmington, NC 28403-5908 
Phone: 910-962-7356
Fax: 910-962-4067
Email: [EMAIL PROTECTED]
 
 
 
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Login Id field in Incident Management

[Chapman, Colin]

Hi, ARS Listers.
 
I am an inexperienced Admin, trying to make minor customizations to
ServiceDesk 7.0.01 (AR System 7.0.01)
 
Now the Incident Management Form Customer tab does NOT have a Login ID
or Login Name field.
We have one in the old HelpDesk, which is our primary method of entering
Requestors (now Customers)
 
So how do I add this ?
 
I tried to add the Login Id field on the Incident Form, using the same
Field Id 4 as on the CTM:People form,
but get error saying its a Reserved ID.
Do I need to add a Display Only field instead ?
I also need to search the People Form on the Login Id - so do I need to
also add a Display only field
to the CTM:People Search form ?
I know I will need to modify all the related workflow.
 
thanks,
 
Colin 

 

Colin Chapman

Dept. of Application Services,

Information Technology Systems Division,

University of North Carolina at Wilmington

601 South College Rd.

Wilmington, NC 28403-5908 

Phone: 910-962-7356

Fax: 910-962-4067

Email: [EMAIL PROTECTED]

 
 

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