Re: BMC going private
You know I really should learn not to check my work emails early on a bank holiday. I nearly fell for that David! I particularly like the last paragraph. Sent from Samsung mobile Easter, David david_eas...@bmc.com wrote: ** I’m sure many of you have seen the news articles on BMC going private – e.g. Exclusive: Buyout firms team up to take BMC Software private - sourceshttp://finance.yahoo.com/news/exclusive-buyout-firms-team-bmc-152725678.html. I just wanted to assure everyone that this will be nothing but a positive for the future of AR System. By removing the need to answer to shareholder value, BMC can be less conservative about innovation choices – which could lead to substantial leaps forward in user experience and customer return on investment. By melding the two well established idioms of “thinking outside the box” and providing “out-of-the-box” functionality, we’ll be able to create instant value for our customers the first time they interact with our products. Before even a new line of code is written, BMC Customer Support will be implementing new policies to improve BMC’s Customer Satisfaction Index (CSI). Inspired by the acronym, BMC has created crack teams of IT forensic investigators in several major cities that can be called out to the scene of a violent IT event – crashes, network issues causing link death, abnormal parent or child process termination, etc. These teams will work on an issue until it’s resolved or until a new case comes up in the next week – whichever comes first. Another area of focus will be heavier participation in social media. While BMC is active on Twitter and Facebook, we’ll be expanding into Vine. Customers will be able to submit a description of their incident to Customer Service as long as the issue can be described in six seconds or less. The response will also honor the six second limit of Vine, although content is further limited because it takes about five seconds to say “Hi, this is Jeff from BMC Support. Our goal at BMC is to provide you with an excellent customer service experience.” Related to this, there’s an Instagram interface under development that will enable customers to take a picture of the error message on their screen but make it appear to be from an Apple ][ plus circa 1979. We’ve decided that moving AR System to Java was the wrong way to go – so we’ll be switching over to utilizing more off-the-shelf technologies like IFTTThttps://ifttt.com/ to drive workflow and using a modern GUI provided by the same engine that drives Minecrafthttps://minecraft.net/. By using these ready-made technologies, we’ll be able to realize a huge competitive advantage as our developers work on features unique to BMC. While I can’t really talk about far futures much, I can say that we’re partnering with other technology leaders in the industry to get ahead of the curve. A strong partnership with Google is being investigated to create a “driverless help desk”.We’ll be building on the BMC Virtual Agent technology and Google’s driverless car AI to work customer submitted help desk tickets to completion while the Technical Support Engineer sits back and reads the paper, drinks a latte, etc. I look forward to sharing this future with all of you. Amazing possibilities resulting in leadership freedom of opportunity look sensational! -David J. Easter Manager of Product Management, AR System BSM Atrium Solutions Management BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect reality or those of BMC Software, Inc. My voluntary attempt at humor in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Abydos is now BMC
David – is there any news on Analyser? Designer works great for those people that use it in the right way, but Analyser has become almost indispensible. There are things that Analyser does that Dev Studio does not do. Analyser is a great tool – it would be a pity to see it disappear without a trace. Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David Sent: 23 April 2012 23:54 To: arslist@ARSLIST.ORG Subject: Re: Abydos is now BMC ** I just used the same words as Kelly to answer her question. Upcharge typically refers to an extra charge that is in addition to the standard price of the product or service that you bought. In this case, it is tentatively expected that there will be no additional cost beyond the costs associated with the purchase of the ITSM Suite offering itself. It isn’t “free”, though - i.e. it is expected that you will not be able to download it without purchasing or migrating to the latest version of the ITSM Suite under the Suite pricing model. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Monday, April 23, 2012 2:48 PM To: arslist@ARSLIST.ORG Subject: Re: Abydos is now BMC ** By ‘no upcharge’ what do you mean.. The 4 letter word free?? Joe From: patrick zandimailto:remedy...@gmail.com Sent: Monday, April 23, 2012 5:41 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Abydos is now BMC ** Can I get mine now? On Mon, Apr 23, 2012 at 4:41 PM, Easter, David david_eas...@bmc.commailto:david_eas...@bmc.com wrote: ** Current (i.e. on the latest version) owners of the ITSM Suite are tentatively expected to have entitlement to what was known as the Designer product (now the BMC Remedy IT Service Management - Process Designer) without an upcharge, yes. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Kelly Deaver Sent: Monday, April 23, 2012 1:34 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Abydos is now BMC ** I just happened on this.. http://www.bmc.com/products/brand/abydos.html?intcmp=home_announcement_corp_acorn_announcement Now the big question.. are all the current ITSM Suite owners entited to it or will there be an upcharge? BTW - Good move BMC! Kelly Deaver Unisys Corporation kdea...@kellydeaver.commailto:kdea...@kellydeaver.com (ARSlist mail) mailto:kelly.ctr.dea...@faa.gov (Business mail) -- Patrick Zandi _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in
Re: Abydos is now BMC
I agree – “Tentative plans” sounds to me like a politician speaking! Dev studio has a long way to go before it’s as useable as Analyser. Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C Sent: 24 April 2012 14:54 To: arslist@ARSLIST.ORG Subject: Re: Abydos is now BMC ** That would be a shame. There is a huge gap in functionality, and speed between Dev Studio relationship search and Abydos Analyser – BMC has a lot of work in front of them if they desire to meet that need. But luckily for us, that doesn’t mean our existing version of Analyser won’t stop working. ☺ Just got my new license for my new laptop – should be good for 3-5 years like my last one. ☺ Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David Sent: Tuesday, April 24, 2012 8:41 AM To: arslist@ARSLIST.ORG Subject: Re: Abydos is now BMC ** Tentative plans are to address any perceived gaps between Analyser and Developer Studio by enhancing future versions of Developer Studio. Analyser as a standalone offering is not currently expected to be carried forward. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Coleman, Gavin Sent: Tuesday, April 24, 2012 12:43 AM To: arslist@ARSLIST.ORG Subject: Re: Abydos is now BMC ** David – is there any news on Analyser? Designer works great for those people that use it in the right way, but Analyser has become almost indispensible. There are things that Analyser does that Dev Studio does not do. Analyser is a great tool – it would be a pity to see it disappear without a trace. Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David Sent: 23 April 2012 23:54 To: arslist@ARSLIST.ORG Subject: Re: Abydos is now BMC ** I just used the same words as Kelly to answer her question. Upcharge typically refers to an extra charge that is in addition to the standard price of the product or service that you bought. In this case, it is tentatively expected that there will be no additional cost beyond the costs associated with the purchase of the ITSM Suite offering itself. It isn’t “free”, though - i.e. it is expected that you will not be able to download it without purchasing or migrating to the latest version of the ITSM Suite under the Suite pricing model. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Monday, April 23, 2012 2:48 PM To: arslist@ARSLIST.ORG Subject: Re: Abydos is now BMC ** By ‘no upcharge’ what do you mean.. The 4 letter word free?? Joe From: patrick zandimailto:remedy...@gmail.com Sent: Monday, April 23, 2012 5:41 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Abydos is now BMC ** Can I get mine now? On Mon, Apr 23, 2012 at 4:41 PM, Easter, David david_eas...@bmc.commailto:david_eas...@bmc.com wrote: ** Current (i.e. on the latest version) owners of the ITSM Suite are tentatively expected to have entitlement to what was known as the Designer product (now the BMC Remedy IT Service Management - Process Designer) without an upcharge, yes. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC
Re: Howard Richter's is having a kidney Transplant on the April the 17th
Howard - no apologies required. I'm impressed with you keeping up a full time job and dialysis. That must take some work! I've never met you either, but I'll raise a glass (of tea) to you on Monday and wish you and your son the best of luck. Hope everything goes well for you both. Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.com W: www.computacenter.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter Sent: 14 April 2012 01:36 To: arslist@ARSLIST.ORG Subject: OT: Howard Richter's is having a kidney Transplant on the April the 17th All, I apologies for posting something to this list that is not Remedy related. It was the only way that I could think of to contact all of the people I have worked with in the world of Remedy. I know that in my 16 years of working with the AR system, I have crossed paths with a number of the members of this great list and I just wanted to let that at 8:30am the 17th my 23 year old son will be donating his kidney to me. He graduated from college in December (with a degree in IT security) he has put his life on hold and spent his time helping my wife and I as we struggle with the loss of my kidney functions (due to some RA meds I was on in the 90s). We do dialysis at home, so I can work fulltime and he sees my struggles every day. I know that we all think our children are unique and will always do the right thing, but Andrew is the example of that. How many of us would in truth change our lives forever for someone else? He is doing this with humor and a desire to get his old man (me) off of that darn dialysis machine. Words cannot describe how proud I am of him. In a lot of ways he has set the tone on how my wife’s and I should handle this challenge we are going through. So if you have a minute on the morning of the 17th, think a good thought for me and my son. Take care and keep well, Howard Sent from Howard's iPad 2a ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Form export and import - renaming
Can you not just select the form and then go to File--Save As? Assuming you're in Developer Studio. Similar functionality exists in the old Admin tool. Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg Sent: 13 April 2012 15:25 To: arslist@ARSLIST.ORG Subject: Form export and import - renaming ** I was thinking of making a similar form to an existing form. I thought I would export it -- modify the name of the form in the export and then reimport. So -- I went poking through the xml definition of the file... The only gotcha I see is that the xml file describes the indexes by index name -- stuff like i189 (as in -- table 189 therefore index 189) So -- would this be a bad idea -- rename the form in the xml and then reimport? (My end goal is to have 2 similar forms) -John -- John Sundberg Kinetic Data, Inc. Your Business. Your Process. WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award 651-556-0930 I john.sundb...@kineticdata.commailto:john.sundb...@kineticdata.com www.kineticdata.comhttp://www.kineticdata.com/ I community.kineticdata.comhttp://community.kineticdata.com/ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Archiving strategy on ITSM 7.6 +
We implemented a data-driven archive functionality for ITSP. This was written by Abydos. This is roughly the strategy we followed: 1. Determine which module to set up the archiving for (we started with Incident Management) 2. Determine which associated forms (WorkLogs, Attachments etc) to carry over 3. Determine the archive criteria (Number of days after closure no associations for example) 4. New field added CC_Chk_ArchiveFlag 5. Archive process enabled on the server and on the relevant forms (Qualification CC_Chk_ArchiveFlag = “Yes”) 6. Table qualifications on the parent archive form are amended to point to new archive forms (e.g. WorkLog table now points to ARC_HPD:WorkLog) Our data driven solution works in the following way: 1. All the matching parent records are updated using an escalation that reads a SQL script and updates the CC_Chk_ArchiveFlag field Example Script: UPDATE HPD_Help_Desk SET CC_Chk_ArchiveFlag = 0 WHERE (NOT EXISTS (SELECT chg.Request_ID01 FROM CHG_Associations chg WHERE chg.Request_ID01 = Incident_Number AND chg.Status 5) AND NOT EXISTS (SELECT hpd.Request_ID01 FROM HPD_Associations hpd WHERE hpd.Request_ID01 = Incident_Number AND hpd.Status 5) AND NOT EXISTS (SELECT pke.Request_ID01 FROM PBM_Known_Error_Associations pke WHERE pke.Request_ID01 = Incident_Number AND pke.Status 5) AND NOT EXISTS (SELECT pia.Request_ID01 FROM PBM_Investigation_Associations pia WHERE pia.Request_ID01 = Incident_Number AND pia.Status 5) AND NOT EXISTS (SELECT srm.Request_ID01 FROM SRM_Associations srm WHERE srm.Request_ID01 = Incident_Number AND srm.Status 5)) AND Status = 5 AND Closed_Date 132192 2. All the related child records are updated using an escalation that reads a SQL script and updates the records. Example Script: UPDATE (SELECT secondaryform.CC_Chk_ArchiveFlag as archiveFlag FROM HPD_Help_Desk primaryform, HPD_WorkLog secondaryform WHERE secondaryform.Incident_Number = primaryform.Incident_Number AND primaryform.CC_Chk_ArchiveFlag = 0) SET archiveFlag=0 3. Once all the parent and child records have the CC_Chk_ArchiveFlag set, the normal archive process (defined on the server) takes over and archives the child records first and then the parent records. The process is performed in this order to ensure that the normal HPD:Help Desk filters that fire on delete do not delete the child records. The above solution is easily extendible. The difficult bit is working out the SQL! It works well, and we are looking to roll out to other modules. Hope this helps. I can give more information off list if required. Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Kunkel Sent: 26 January 2012 22:18 To: arslist@ARSLIST.ORG Subject: Re: Archiving strategy on ITSM 7.6 + ** Two options we have seen from BMC are DSO and custom scripts, both require custom mappings for each of ~1000 regular forms. Additionally, structure changes would need to be maintained in custom mappings when customizations, patches, and upgrades are installed. Since BMC no longer includes the change details in ITSM patch release documentation, both solutions are problematic. There are database level products that allow some mining of the redo logs and should give a hybrid replication/archive functionality. One strategy under development is strip purge job deletes from the redo logs and propagate all other data/structure changes. Two products that we have encountered are Oracle Golden Gate and IBM Change Data Capture (neither is in use yet and this is not an endorsement or recommendation). Matthew Kunkel Systems Engineer Phone 479.277.3392 mtku...@wal-mart.com Walmart 805 Moberly Lane, MS32 Bentonville, AR 72716 Save money. Live better. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk Sent: Tuesday, January 24, 2012 2:19 PM To: arslist@ARSLIST.ORG Subject: Archiving strategy on ITSM 7.6 + ** We just started to looking at archiving our production data. We are currently in ITSM 7.6.03. With so many related forms to main forms, it would be tricky and take significant effort to properly draw the archiving plan like which forms need to archived in which order so that relationships are carried over so that a closed incident will be moved to a different server or a different form with all of its relationships in tact. Anyone done this already, if so can you provide a few details on the strategy you followed. DSO is another option we are looking at it but have not made decision yet. We can not use DB
Re: Overlay and Applications
I’ve got to say that I strongly disagree with this. I can certainly follow John’s script, but following and doing are two entirely different things. I have had very little formal training in “traditional” programming languages – a basic level .NET C# course and an Open University course is about my limit. However, I’m a damn good Remedy developer. I have just started to code in .NET and can see that it’s very powerful. Remedy tends to be more constrained. An Active Link in Remedy is one object and when I open an Active Link visibly it is significantly easier for me to read the push fields actions in Developer Studio than it is for me to read John’s script. Remedy aids development and (mostly) helps by preventing them from having to remember valid Active Link syntax. .NET is great, but even simple things like forgetting a semi-colon can cause no end of bother! Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Huerta Sent: 12 January 2012 06:15 To: arslist@ARSLIST.ORG Subject: Re: Overlay and Applications ** I agree and don't. If you change active links and filters by some scripting language, then ARS won't be ARS anymore. On Thu, Jan 12, 2012 at 00:02, John Baker jba...@javasystemsolutions.commailto:jba...@javasystemsolutions.com wrote: Hello, I do wonder when the time will come when base/overlay/etc are replaced with the simple concept of a script. Converting existing workflow to a script is easy and much of the work has already been done, ie converting client side workflow to Javascript already exists in the Mid Tier. Writing a server side workflow (filters/escalations/etc) to Javascript is entirely feasible. Once we find ourselves using Javascript, everything will run (far) more quickly, AR System (with ITSM) would not require 1Gb of memory and 30 minutes to start, and a simple source control system can be used to merge the BMC base application with a client's changes. I've not met an AR System admin who can't fiddle with some script, so perhaps AR System 8 should be the day BMC bite the bullet, eject the current model and move to simple text based scripts: function my_active_link(): if field(123) = abc: # Push value of field 456 on this form to another push_fields(456, Target form, 987) set_fields(123, X) else: change_label(9000, 'New value of my label') set_read_only(9000, True) Alright, so I prefer Python to Javascript but I suspect most ARSlisters can follow the above. John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug12 www.wwrug12.comhttp://www.wwrug12.com ARSList: Where the Answers Are _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Script Generation
Ah. That makes a bit more sense now! I didn't understand what the point of the script was. Now I know that it's simply the way that Remedy would store the workflow defined by the user in Developer Studio I can totally see the benefits of it. As long as we kept the ease of use of Remedy and the development environment then I'd be happy however the workflow was stored. BTW - my co-workers are completely taking the mickey out of me now. I have a CV, tombstone and company appreciation certificate with quotes from my previous email Damn Good Remedy Developer, ..very little formal training...! Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.com W: www.computacenter.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Axton Sent: 12 January 2012 16:17 To: arslist@ARSLIST.ORG Subject: Re: Script Generation Try upgrading a SharePoint site that is multi-TB in size with thousands of user generated applications with all that custom content/coding... It's a huge effort. Sadly, the backwards compatibility of those custom coded components is not always so straight forward. The merits of what John proposes is better manageability of the code using a tried and true model for managing and working with code. The difficulties with Remedy arise when one needs to merge code, someone needs to do development independent of the main code line (potentially detrimental), etc. To the folks that like the current object based UI development model: just because it is code does not mean that it couldn't be presented a fashion similar to what we have today, with the object list, actions, etc. Imagine being able to: - Pull a workflow difference report for any two points in time since the beginning of time for a specific object - Pull a workflow difference report for any two points in time since the beginning of time for all objects modified in that time frame - Allow multiple developers to work in seperate code lines without impacting one another - Allow developers to merge their code line with the main code line - Run a difference report after and upgrade or patch and see exactly what changed - Cross-reference your upgrade difference report with past internal object modifications to get a report of objects updated by the upgrade that were previously updated by you - Being able to view past versions of an object from the context of the object (i.e., when viewing an active link, you can click to view past version of the object, and when selecting the past version to view; when selecting the object to compare against, you see who changed it, when they changed it, and comments that accompany the change) Axton Grams On Thu, Jan 12, 2012 at 9:38 AM, Pierson, Shawn shawn.pier...@sug.com wrote: LJ, Having worked some with SharePoint, I've seen how it could be advantageous to build an ITSM suite completely on that platform rather than using AR System. There are even tools that can be used within Visio to make workflow. Granted, to do the really complex stuff you need to be a .NET developer, but I've seen the direction Microsoft has been trying to push into and it's what AR System used to be geared for -- letting non-programmers quickly build enterprise applications. The only downside I see is that if you give enough people permissions to build things, I.T. will end up with the problem that Access caused where non-I.T. people made unwieldy databases with impractical forms that they then tell us to support. At least SharePoint has a permissions model. In any case, I think that it does great by allowing the full gamut of allowing end users to create simple forms and workflow, while highly skilled .NET developers can create highly complex, feature rich applications. Unfortunately, Sharepoint itself is not cross-platform so it wouldn't work for BMC, but I'm really surprised that Microsoft hasn't released more applications that sit on top of Sharepoint at this time. The only OOtB Sharepoint based application I've used has been Project Web Access, but even that requires you to build some of your own stuff and use Microsoft Project in order to interact with the schedule. Still, I've seen some good third party stuff, and I think Sharepoint is probably a great tool to learn as a side project for anyone that prefers to focus on the development aspect of Remedy rather than ITSM administration. This may sound like I'm a big fan of Microsoft, which I'm not, but I am impressed that they turned what started out as essentially web-based blog software into a diverse platform for web sites and applications. I just wish something similar that was cross platform and extremely popular existed. Thanks, Shawn Pierson -Original Message-
Mid-Tier Reporting ITSP
Hi List - first of all Marry Christmas to you all! I have an issue with reporting on ITSP Mid-Tier. Our users log into the Mid-Tier, open up the HPD:Help Desk form and run a search. We have limited search results to 1000 records. When their results are returned, they click on the Select All Button and then the Report Button just underneath the results set. This brings up the ReportSelection Dialog Box. They select a report and then press the Run Button. When this happens, they often get a response message:Type text or a website address or translate a document.http://translate.google.co.uk/?tr=fhl=en Cancelhttp://translate.google.co.uk/?tr=thl=en German to English translation responres HTTP Error 500 server is not responding My questions are: Why would this be occurring? If the mid-tier can return 1000 records with no bother, why can't it report on 1000 records? Where can I look to see why this is happening (log files, servlet exec? Etc) We are running Remedy 6.3 patch 24 - (One Admin server, Two user servers in a server group, Load Balanced) Mid-Tier 6.03.00 patch 022 - Microsoft-IIS/6.0 ServletExecAS/5.0 - (4 Mid-Tiers, Load Balanced) Oracle 9.2.0.6.0 Any help is appreciated..! Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Mid-Tier Reporting ITSP
Arrrg! MERRY CHRISTMASNearly time for my Christmas holiday...! Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com From: Coleman, Gavin Sent: 22 December 2011 10:26 To: 'arslist@ARSLIST.ORG' Subject: Mid-Tier Reporting ITSP Hi List - first of all Marry Christmas to you all! I have an issue with reporting on ITSP Mid-Tier. Our users log into the Mid-Tier, open up the HPD:Help Desk form and run a search. We have limited search results to 1000 records. When their results are returned, they click on the Select All Button and then the Report Button just underneath the results set. This brings up the ReportSelection Dialog Box. They select a report and then press the Run Button. When this happens, they often get a response message:Type text or a website address or translate a document.http://translate.google.co.uk/?tr=fhl=en Cancelhttp://translate.google.co.uk/?tr=thl=en German to English translation responres HTTP Error 500 server is not responding My questions are: Why would this be occurring? If the mid-tier can return 1000 records with no bother, why can't it report on 1000 records? Where can I look to see why this is happening (log files, servlet exec? Etc) We are running Remedy 6.3 patch 24 - (One Admin server, Two user servers in a server group, Load Balanced) Mid-Tier 6.03.00 patch 022 - Microsoft-IIS/6.0 ServletExecAS/5.0 - (4 Mid-Tiers, Load Balanced) Oracle 9.2.0.6.0 Any help is appreciated..! Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Mid-Tier Reporting ITSP
No - no Crystal reports on the web. It's simply an .arr report. It's a small one as well. Only 16 fields are being reported on. Submitter Incident Number Status Submit Date Last Resolved Date Target Resolution Date Assigned Group Assignee Service Categorization Tier 1 Service Categorization Tier 2 Service Categorization Tier 3 First Name Last Name Description Resolution Details Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.com W: www.computacenter.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: 22 December 2011 13:53 To: arslist@ARSLIST.ORG Subject: Re: Mid-Tier Reporting ITSP What type of report are they trying to run? If it is a Crystal Reports report then where is the Crystal Reports server located? Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Coleman, Gavin Sent: Thursday, December 22, 2011 4:26 AM To: arslist@ARSLIST.ORG Subject: Mid-Tier Reporting ITSP ** Hi List - first of all Merry Christmas to you all! I have an issue with reporting on ITSP Mid-Tier. Our users log into the Mid-Tier, open up the HPD:Help Desk form and run a search. We have limited search results to 1000 records. When their results are returned, they click on the Select All Button and then the Report Button just underneath the results set. This brings up the ReportSelection Dialog Box. They select a report and then press the Run Button. When this happens, they often get a response message:Type text or a website address or translate a document. Cancel German to English translation responres HTTP Error 500 server is not responding My questions are: Why would this be occurring? If the mid-tier can return 1000 records with no bother, why can't it report on 1000 records? Where can I look to see why this is happening (log files, servlet exec? Etc) We are running Remedy 6.3 patch 24 - (One Admin server, Two user servers in a server group, Load Balanced) Mid-Tier 6.03.00 patch 022 - Microsoft-IIS/6.0 ServletExecAS/5.0 - (4 Mid-Tiers, Load Balanced) Oracle 9.2.0.6.0 Any help is appreciated..! Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.com W: www.computacenter.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Complimentary Webinar: Maximise Availability of your Business Applications and Databases
PedantryMode Complimentary? What you mean that you browse to the webinar and get a message saying Wow! You're looking good today! What a great browser. You're smooth... Or do you mean complementary? I.e. It's free. /PedantryMode ;-) Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of shomit.di...@vyomlabs.com Sent: 08 December 2011 06:53 To: arslist@ARSLIST.ORG Subject: Re: Complimentary Webinar: Maximise Availability of your Business Applications and Databases ** Dear ARSListers, We at Vyom Labs have scheduled a free webinar on Maximise Availability of your Business Applications and Databases. Topic: Maximise Availability of your Business Applications and Databases Day / Date: Wednesday ,14th Dec, 2011 Time: 7:00 pm - 8:00 pm IST [Check Local Timehttp://www.worldtimeserver.com/convert_time_in_IN.aspx?y=2011mo=12d=14h=19mn=0] Register Here: https://www1.gotomeeting.com/register/542506584 CIOs and IT Managers of Small and Medium size enterprises are constantly under pressure for doing more with less. They need to work towards meeting expectations of business from IT while constantly keeping the budget of IT low. ITIL good practices and Remote Infrastructure Management services can be handy for the small and medium enterprises. This webinar goes into explaining how ITIL can be used in SME setup, how automation and engagement model with service providers will help. AGENDA * ITIL for SMBs * 4Ps - People, Process, Product and Partner * How to minimize cost and increase availability of IT? * Case Study: Increased Availability of databases and business applications in medium size enterprise Feel free to share this webinar details with your Followers / Group Members / Friends Colleagues. -- Warm Regards, Shomit Mitra Vyom Labs Pvt. Ltd. IT Infrastructure Management | Solutions Services Email: i...@vyomlabs.commailto:i...@vyomlabs.com Web Site: www.vyomlabs.comhttp://www.vyomlabs.com/ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Crystal Reports for ITSP
Hi List - I'm trying to find the Report definition for the following report on our ITSP server. This report does not exist on our Report form and I'm hoping that somebody out there could send me the .rpt file. The Report Set Name is ASS-ALL-REP-ASSIGNEE Please feel free to send to me off list. Thanks for your help! Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
User form Group List behaving strangely...
Hi List - we have an interesting issue with the form CTM:LoadPeople. We are
trying to load a person into the CTM:People form and User form. We are applying
a template. I can see that the workflow does the following:
Filter:CTM:DPP:BuildPGGroupList_G calls a guide
CTM:DPP:BuildPGGroupList
This guide looks at all the relevant entries in the form CTM:People Template PG
and populates the Group List field with the Permission Group IDs in the this
form. We end up with the following set fields:
Group_List (303013600) = 20301 20004 20003 20042 20033 20023 2 20032
The workflow then calls the next guide CTM:DPP:BuildSGGroupList
This guide looks at all the relevant entries in the form CTM:People Template SG
and populates the Group List field with the Group IDs in this form. We end up
with the following set fields:
Group_List (303013600) = 20301 20004 20003 20042 20033 20023 2 20032
106742 106743 106744 106745 130329 10
The next Filter seems to be the one where the issue occurs:
CTM:DPP:PushToUser_755_Template`!
This pushes to the User form the following values:
Application License (122) = ;BMC:Incident Mgmt User Fixed
Full Text License Type (110) = 0
License Type (109) = 1
Default Notify Mechanism (108) = 0
Email Address (103) =
Login Name (101) = BOB_TESTER
Status (7) = 0
Full Name (8) = TESTER BOB
Password (102) = ***
Group List (104) = 20301 20004 20003 20042 20033 20023 2 20032 106742
106743 106744 106745 130329 10
Various Filters fire on the User form and finally the record is submitted:
INSERT INTO T102
(C2,C7,C8,C101,C102,C103,C104,C108,C109,C110,C122,C124,C126,C179,C60988,C301628560,C301628561,C301628562,C301628563,C301628564,C3,C5,C6,C1)
VALUES ('IHAWKE_ADM',0,'TESTER
BOB','BOB_TESTER','qLZr4vCRwfEnwi4qeeGOLqvPNAsD',NULL,';2030;1;2000;4;2000;3;2004;2;2003;3;2002;3;2000;0;2003;2;106742;106743;106744;106745;130329;10;',0,1,0,EMPTY_CLOB(),0,130455,'AG2E1120524153Z2XCTQqYSqSwLQhY',';''BOB_TESTER'';',0,10,90,10,0,1304585575,'IHAWKE_ADM',1304585575,'0008725').
The problem occurs with the insert into C104 -
';2030;1;2000;4;2000;3;2004;2;2003;3;2002;3;2000;0;2003;2;106742;106743;106744;106745;130329;10;'
As you can see, the semicolons have been inserted into the wrong places! E.g.
;2030;1; instead of ;20301;
ARS 7.5.0 patch 4
ITSM 7.5 patch 4
Oracle 11.1.0.7.0
Things I have checked
1. All the Group IDs exist in the Group Form and have the correct IDs
2. We have run arreload
3. If we take the Group List values above and manually paste them into
the Group List on the User form, the insert happens correctly.
Any ideas?
Gavin Coleman
Senior Analyst/Programmer
Computacenter (UK) Ltd
Services Solutions
Hatfield Avenue
Hatfield, Hertfordshire, AL10 9TW, United Kingdom
T: +44 (0) 1707 631662
E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com
W: www.computacenter.comhttp://www.computacenter.com
**
COMPUTACENTER PLC is registered in England and Wales with the registered number
03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue,
Hatfield, Hertfordshire AL10 9TW
COMPUTACENTER (UK) Limited is registered in England and Wales with the
registered number 01584718. Its registered office is at Hatfield Business
Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW
COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the
registered number 3434654. Its registered office is at Hatfield Business Park,
Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW
COMPUTACENTER (FMS) Limited is registered in England and Wales with the
registered number 3798091. Its registered office is at Hatfield Business Park,
Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW
The contents of this email are intended for the named addressee only.
It contains information which may be confidential and which may also be
privileged.
Unless you are the named addressee (or authorised to receive mail for the
addressee) you may not copy or use it, or disclose it to anyone else.
If you receive it in error please notify us immediately and then destroy it.
Computacenter information is available from: http://www.computacenter.com
**
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
LIKE Query
Hi List - we've got an interesting problem here. What is the difference between the following: LIKE Company + % LIKE Company% I would have assumed nothing, but one of these works and one doesn't. Is there anybody that can explain the difference? I've run across this before, but never really wanted to find out WHY it worked / didn't work. The above qualification occurs in a Filter Run If statement. Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
API Call - impersonate user.
Hi List - can anyone explain what the impersonate user API call does? I know that it impersonates a user, but is it the equivalent (permissions etc) of logging in as that user? I.e. If an Admin user impersonates a Non-Admin user, does this mean that the impersonation has Non-Admin permissions? Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
SOLVED - API Call - impersonate user.
Brilliant - that's exactly what I wanted to hear! Thanks for your help LJ Misi Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of LJ LongWing Sent: 06 October 2010 15:11 To: arslist@ARSLIST.ORG Subject: Re: API Call - impersonate user. ** Misi is right. I have an application that logs in with Admin permissions but needs to perform the actions as a different user, for all intents and purposes the actions show up as if that user did it...the only difference that I know of is that in the logs instead of being shown as being done by that user it says 'admin user impersonating regular user'...or something along those lines...it's a nice feature. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Coleman, Gavin Sent: Wednesday, October 06, 2010 4:01 AM To: arslist@ARSLIST.ORG Subject: API Call - impersonate user. ** Hi List - can anyone explain what the impersonate user API call does? I know that it impersonates a user, but is it the equivalent (permissions etc) of logging in as that user? I.e. If an Admin user impersonates a Non-Admin user, does this mean that the impersonation has Non-Admin permissions? Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Cheap Inexpensive preferably free SAP/Remedy Integration - Does it exist?
Hi Ibrahim - we're currently in a development phase of integrating Remedy 7.5 ITSM 7.5 with a SAP system. We are using the excellent XML Gateway to achieve this (http://www.javasystemsolutions.com/jss/xmlgateway). This is obviously not free, but it does have a lot of excellent functionality that helps to ease the pain of integrating with SAP. Some issues that you might light to think of (N.B. I don't know how much of these issues are down to OOB SAP, and how much are down to the customised system we are integrating with) 1. SAP does not seem to be able to deal with proper xml. I should be able to send a request to an XML compliant system formatted any way I like: MyTest FirstNameFred/FirstName LastNameSmith/LastName /MyTest Should be treated exactly the same way as: MyTest LastNameSmith/LastName FirstNameFred/FirstName /MyTest In SAP, this is not the case. 2. You will probably not want to use synchronous integrations (I.e. Waiting for a response from SAP), as it can take quite a time to process incoming responses. 3. The reason we used the XML Gateway product is because this gave us a greater level of control over incoming and outgoing integrations than OOB Remedy workflow (I.e. Remedy Web Services) 4. We had to write a custom Java Plugin to enable us to consume SAP Web Services (this is because we were using XML Gateway in a slightly unusual way), but this is relatively small and fairly easily written. The support we've had from John Baker at Java System Solutions has been fantastic. We've frequently come across extra functionality that we required before we could continue and John often had a new version of the system ready for us within a week. Hope this helps! Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ibrahim Akar Sent: 14 August 2010 23:09 To: arslist@ARSLIST.ORG Subject: Cheap Inexpensive preferably free SAP/Remedy Integration - Does it exist? ** Anyone know of an inexpensive way to integrate SAP Remedy? Am I asking for too much? Thanks, -- -Ibrahim Akar PLEASE CONSIDER THE ENVIRONMENT BEFORE PRINTING THIS EMAIL _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Cheap Inexpensive preferably free SAP/Remedy Integration - Does it exist?
Agreed. But the order of the XML should not matter. If I define a schema as follows: ?xml version=1.0 encoding=UTF-8? xs:schema xmlns:xs=http://www.w3.org/2001/XMLSchema; xs:element name=GavinsTest xs:complexType xs:element name=UserDetails maxoccurs=unbounded xs:complexType xs:sequence xs:element name=FirstName type=xs:string/xs:element xs:element name=LastName type=xs:string/xs:element xs:element name=MiddleName type=xs:string/xs:element xs:element name=PhoneNumber type=xs:string/xs:element /xs:sequence /xs:complexType /xs:element /xs:element /xs:complexType /xs:element /xs:schema And your system provides me with (I.e. Data in a different order to that specified above) .UserDetails PhoneNumber12345/PhoneNumber LastNameSmith/LastName FirstNameFred/FirstName MiddleNameIgnatius/MiddleName /UserDetails Then my system should be able to cope with this. The order of the elements should make no difference. My comment was simply that the SAP system we integrate with cannot cope with this and throws an error. I don't believe SAP uses a true XML parser (I think that's what it would be) and therefore I have to ensure that I send the data in the correct order SAP is expecting. Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.com W: www.computacenter.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jarl Grøneng Sent: 16 August 2010 09:49 To: arslist@ARSLIST.ORG Subject: Re: Cheap Inexpensive preferably free SAP/Remedy Integration - Does it exist? What is proper XML? The XML structure is defined in a XML schema. To create a XML request is defined from the XML schema. So, if you want a different XML structure, use a different XML schema. -- Jarl 2010/8/16 Coleman, Gavin gavin.cole...@computacenter.com: ** Hi Ibrahim - we're currently in a development phase of integrating Remedy 7.5 ITSM 7.5 with a SAP system. We are using the excellent XML Gateway to achieve this (http://www.javasystemsolutions.com/jss/xmlgateway). This is obviously not free, but it does have a lot of excellent functionality that helps to ease the pain of integrating with SAP. Some issues that you might light to think of (N.B. I don't know how much of these issues are down to OOB SAP, and how much are down to the customised system we are integrating with) 1. SAP does not seem to be able to deal with proper xml. I should be able to send a request to an XML compliant system formatted any way I like: MyTest FirstNameFred/FirstName LastNameSmith/LastName /MyTest Should be treated exactly the same way as: MyTest LastNameSmith/LastName FirstNameFred/FirstName /MyTest In SAP, this is not the case. 2. You will probably not want to use synchronous integrations (I.e. Waiting for a response from SAP), as it can take quite a time to process incoming responses. 3. The reason we used the XML Gateway product is because this gave us a greater level of control over incoming and outgoing integrations than OOB Remedy workflow (I.e. Remedy Web Services) 4. We had to write a custom Java Plugin to enable us to consume SAP Web Services (this is because we were using XML Gateway in a slightly unusual way), but this is relatively small and fairly easily written. The support we've had from John Baker at Java System Solutions has been fantastic. We've frequently come across extra functionality that we required before we could continue and John often had a new version of the system ready for us within a week. Hope this helps! Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.com W: www.computacenter.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ibrahim Akar Sent: 14 August 2010 23:09 To: arslist@ARSLIST.ORG Subject: Cheap Inexpensive preferably free SAP/Remedy Integration - Does it exist? ** Anyone know of an inexpensive way to integrate SAP Remedy? Am I asking for too much? Thanks, -- -Ibrahim Akar PLEASE CONSIDER THE ENVIRONMENT BEFORE PRINTING THIS EMAIL _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ** COMPUTACENTER PLC is registered in England
Re: Froms- Feild details
Pavan - have a look at the following database tables: Arschema - holds form information Field - holds field information You should be able to figure out the relationship between the two. Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pavan Kumar Sent: 12 August 2010 16:52 To: arslist@ARSLIST.ORG Subject: Froms- Feild details ** Hi Experts, can you please share the DB query to extract the below details of the form fields: * Datebase id * Database Name * Label * Source form name ...etc Thanks Regards, Pavan Kumar CONFIDENTIALITY CAUTION/DISCLAIMER Transmission of this email is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any action in reliance upon this information by the person or entity other than the intended recipient is prohibited and would be at their risk and responsibility. While Adea takes adequate protection against viruses, neither the sender of this mail nor Adea accepts any responsibility or liability for interception, corruption, delay or any virus introduced by this e-mail or any attachment. If you are not the intended recipient or if you have received this in error, please delete this email with attachments, if any, and inform the sender. Thank you for your understanding and co-operation _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Field missing from CTM:People Audit
Eli - we're running on ITSM 7.5 and I've got the exact same Active Link on my system. It also appears that this field ID does not exist on the CTM:People Audit form. My guess is that they changed the field ID of the relevant field but forgot to update the Active Link. Not certain that this helps you with your issue, but thought you might like to know. Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Eli Schilling Sent: 11 August 2010 16:43 To: arslist@ARSLIST.ORG Subject: Field missing from CTM:People Audit ** Hello list! I ran across an error this morning while deleting a support group association via the People form. We are running ARS 7.5 and ITSM 7.03 patch 009. Can someone with a similar version please check the CTM:People Audit form and let me know what field 101142 is supposed to be? ARWARN [51] Field ID specified does not exist in this form : 101142 The preceding message occurred during the execution of active link CTM:SGL:DeleteGrp_010_GetTrans -- action 1. (ARNOTE 110) Thank you! Eli _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Consuming Web service.
Hi Arnab - the WSDL file needs to be accessible from the server. Best way to tell is to Remote onto the server, open up Internet Explorer and browse to the WSDL location. If you can't then that is your issue. I've normally found this to be an issue with firewalls etc. Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Arnab Baral Sent: 05 August 2010 15:51 To: arslist@ARSLIST.ORG Subject: Consuming Web service. ** Hi Listers, I am created a WS and the WSDL file so formed can be viewed in my local machine. I am trying to consume the same with the help of a filter. But when I am giving the path of the WSDL file its not coming up. I am unable to do the mapping. I am trying the Dev Studio. Please suggest. Regards Arnab _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: atrium SSO
No, No, No! The support I have received from Java System Solutions has been nothing short of fantastic. Admittedly we're not using SSO, but XML Gateway is provided by the same company. Problems are solved quickly and efficiently. New solutions have been coded in a spectacularly short space of time... If this had been a BMC product, the installation guide would have been incomprehensible, you would have to wait 2 weeks for somebody to tell you to patch the product, and then they still wouldn't understand what you were trying to say. They would ask for the log files you included in your original submission and then email you after 4 weeks to see if the problem had magically fixed itself! /rant Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.com W: www.computacenter.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault Sent: 20 July 2010 15:45 To: arslist@ARSLIST.ORG Subject: Re: atrium SSO Maybe BMC should consider acquiring Java Solution Systems :^) Guillaume From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of John Baker [jba...@javasystemsolutions.com] Sent: Tuesday, July 20, 2010 3:59 AM To: arslist@ARSLIST.ORG Subject: Re: atrium SSO David, It is however a pity that one needs a degree in Computer Science to install Atrium SSO. Also, OpenSSO doesn't provide a full Windows Authentication implementation, which means users won't be able to use the product in the majority of Windows environments (and there's no IIS front end support either). Further to that, the document states that BMC will not support the Windows SSO component within OpenSSO, nor does support cover the OpenSSO project as a whole so if users experience problems and BMC declare it an issue with OpenSSO, users have nowhere to go. OpenSSO is not well documented and a huge hassle to configure/install, hence there's a large up front cost in deploying the product. Many companies employ a team of people to manage the product. Therefore, a lot of work is required on Atrium SSO before it meets the needs of clients, is cost effective to install and is well supported by BMC. It is however good to see BMC recognising there's a problem with a lack of SSO for the AR System, which I guess is why our SSO Plugin product is proving so popular with BMC users :-) John Baker -- Java System Solutions http://www.javasystemsolutions.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Date/Time Field - Bug Found
Rick - what a fantastic answer! I'm sitting here in the office (it's 8.25am here) and I'm feeling miserable because the weather's beautiful and I'm stuck indoors - your post really did make me laugh out loud! Thanks for cheering me up. Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.com W: www.computacenter.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rick Cook Sent: 24 June 2010 08:21 To: arslist@ARSLIST.ORG Subject: Re: Date/Time Field - Bug Found Doctor! Doctor! It hurts when I do this! Well, then don't do that! I would suggest that if your users did any number of incorrect things, they would get results they didn't like. This is not a bug, it is a PEBCAK issue. Train your users in the correct format for the Date/Time string, and their results should improve accordingly. --Original Message-- From: koray Sender: Arslist To: Arslist ReplyTo: Arslist Subject: Date/Time Field - Bug Found Sent: Jun 24, 2010 3:10 AM Hello all, My regional settings for date/time field is as follows: 6/24/2010 9:45:12 AM If I (or the user) enters date/time as 24062010 9:45:12 remedy creates the database entry with integer value of 24062010 - which maps to actually 10/6/1970 2:53:30 PM. Therefore this causes a big unstability and I guess another bug of Remedy ARS. BR, Koray ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are Rick ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Declined: Invitation: OT: Enhanced Searching within Remedy (May 20 11:00 AM CDT)
BEGIN:VCALENDAR METHOD:REPLY PRODID:Microsoft Exchange Server 2007 VERSION:2.0 BEGIN:VTIMEZONE TZID:GMT Standard Time BEGIN:STANDARD DTSTART:16010101T02 TZOFFSETFROM:+0100 TZOFFSETTO:+ RRULE:FREQ=YEARLY;INTERVAL=1;BYDAY=-1SU;BYMONTH=10 END:STANDARD BEGIN:DAYLIGHT DTSTART:16010101T01 TZOFFSETFROM:+ TZOFFSETTO:+0100 RRULE:FREQ=YEARLY;INTERVAL=1;BYDAY=-1SU;BYMONTH=3 END:DAYLIGHT END:VTIMEZONE BEGIN:VEVENT ATTENDEE;PARTSTAT=DECLINED;CN=Coleman, Gavin:MAILTO:gavin.cole...@computa center.com COMMENT;LANGUAGE=en-US: SUMMARY;LANGUAGE=en-US:Declined: Invitation: OT: Enhanced Searching within Remedy (May 20 11:00 AM CDT) DTSTART;TZID=GMT Standard Time:20100520T17 DTEND;TZID=GMT Standard Time:20100520T18 UID:FF4A211F4A10F5EE85257720006B2663-Lotus_Notes_Generated CLASS:PUBLIC PRIORITY:5 DTSTAMP:20100520T140345Z TRANSP:OPAQUE STATUS:CONFIRMED SEQUENCE:0 LOCATION;LANGUAGE=en-US: X-MICROSOFT-CDO-APPT-SEQUENCE:0 X-MICROSOFT-CDO-OWNERAPPTID:-1 X-MICROSOFT-CDO-BUSYSTATUS:BUSY X-MICROSOFT-CDO-INTENDEDSTATUS:BUSY X-MICROSOFT-CDO-ALLDAYEVENT:FALSE X-MICROSOFT-CDO-IMPORTANCE:1 X-MICROSOFT-CDO-INSTTYPE:0 END:VEVENT END:VCALENDAR ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com **
Re: how to retrieve incidents which are already been archived
Good luck with getting those attachments back. If the attachments were stored in HPD:Attachments or HPD:WorkLog (Depending on ITSM version) and you specifically did not archive these along with the main incidents, then I suspect that OOB workflow will have deleted these entries... Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.com W: www.computacenter.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of ITN (Amanullah Bashir Ahmed) Sent: 20 April 2010 06:43 To: arslist@ARSLIST.ORG Subject: Re: how to retrieve incidents which are already been archived Hi Jack, Archive information. Select archive option of the form HPD:Help Desk then select Archive Type: Copy to Archive and Delete from Source Archive to Form: ARCHIVE:HPD:Help Desk2 Qualification 'Status'=Closed By using the above method I successfully archived incidents. Now remedy user needs attachment of some incidents which are archived. That's why I need to retrieve some incidents. Thanks Regards Amanullah Software Consultant -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Covert, Jack Sent: Tuesday, April 20, 2010 7:50 AM To: arslist@ARSLIST.ORG Subject: Re: how to retrieve incidents which are already been archived Retrieve them for what use (who, how, for what purpose, etc)? Also, how did you archive them? Jack Covert Corporate IT Remedy Support Team Remedy Support Team Home Page http://collaborate.mckesson.com/sites/esm/remedy Remedy QA Sessions on Thursdays @ 10:30 AM PT Details on Remedy Support Team Home Page -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of ITN (Amanullah Bashir Ahmed) Sent: Monday, April 19, 2010 8:47 PM To: arslist@ARSLIST.ORG Subject: how to retrieve incidents which are already been archived --_000_354D5B2EE4BDEB42BD219673F21AAA1B766A97WITEXVS1uaeemirat_ Content-Type: text/plain; charset=us-ascii Content-Transfer-Encoding: quoted-printable Hi there, I have successfully archived the incidents. How to retrieve those incidents= which are already been archived? Thanks in advance Thanks Regards Amanullah Software Consultant Thanks Regards Amanullah Software Consultant IT Application and Enterprise Management Emirates NBD Desk: +971 4 2092634 Mobile: +971 50 2182455 DISCLAIMER: This e-mail message including any of its attachments is intended solely fo= r the addressee(s) and may contain privileged information. If you are not t= he addressee or you have received this email message in error, please notif= y the sender who will remove your details from its database. You are not au= thorized to read, copy, disseminate, distribute or use this e-mail message = or any attachment to it in any manner and must delete the email and destroy= any hard copies of it.=20 This e-mail message does not contain financial instructions or commitments = of any kind. Any views expressed in this message are those of the individua= l sender and do not necessarily reflect the views of Emirates NBD PJSC, or = any other related subsidiaries, entities or persons. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are --_000_354D5B2EE4BDEB42BD219673F21AAA1B766A97WITEXVS1uaeemirat_ Content-Type: text/html; charset=us-ascii Content-Transfer-Encoding: quoted-printable ** html xmlns:v=3Durn:schemas-microsoft-com:vml xmlns:o=3Durn:schemas-micr= osoft-com:office:office xmlns:w=3Durn:schemas-microsoft-com:office:word = xmlns:x=3Durn:schemas-microsoft-com:office:excel xmlns:p=3Durn:schemas-m= icrosoft-com:office:powerpoint xmlns:a=3Durn:schemas-microsoft-com:office= :access xmlns:dt=3Duuid:C2F41010-65B3-11d1-A29F-00AA00C14882 xmlns:s=3D= uuid:BDC6E3F0-6DA3-11d1-A2A3-00AA00C14882 xmlns:rs=3Durn:schemas-microsof= t-com:rowset xmlns:z=3D#RowsetSchema xmlns:b=3Durn:schemas-microsoft-co= m:office:publisher xmlns:ss=3Durn:schemas-microsoft-com:office:spreadshee= t xmlns:c=3Durn:schemas-microsoft-com:office:component:spreadsheet xmlns= :odc=3Durn:schemas-microsoft-com:office:odc xmlns:oa=3Durn:schemas-micro= soft-com:office:activation xmlns:html=3Dhttp://www.w3.org/TR/REC-html40; = xmlns:q=3Dhttp://schemas.xmlsoap.org/soap/envelope/; xmlns:rtc=3Dhttp://m= icrosoft.com/officenet/conferencing xmlns:D=3DDAV: xmlns:Repl=3Dhttp://= schemas.microsoft.com/repl/ xmlns:mt=3Dhttp://schemas.microsoft.com/share= point/soap/meetings/ xmlns:x2=3Dhttp://schemas.microsoft.com/office/excel= /2003/xml xmlns:ppda=3Dhttp://www.passport.com/NameSpace.xsd; xmlns:ois= =3Dhttp://schemas.microsoft.com/sharepoint/soap/ois/;
Re: how to retrieve incidents which are already been archived
I guess the only option then is to look at a database back-up! Guess this shows the value of testing, testing, testing. Once an entry has been deleted, then it's over to the database guys for back-up retrieval... BTW - please send all replies to the arslist. I don't need to be copied in as well. Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.com W: www.computacenter.com -Original Message- From: ITN (Amanullah Bashir Ahmed) [mailto:ahmed...@emiratesnbd.com] Sent: 20 April 2010 11:17 To: arslist@ARSLIST.ORG Cc: Coleman, Gavin Subject: RE: how to retrieve incidents which are already been archived Hi Gavin, Version 7.1.00 Patch 007 How to retrieve archived incidents, any document from BMC regarding this please let me know. Thanks Regards Amanullah Software Consultant -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Coleman, Gavin Sent: Tuesday, April 20, 2010 11:25 AM To: arslist@ARSLIST.ORG Subject: Re: how to retrieve incidents which are already been archived Good luck with getting those attachments back. If the attachments were stored in HPD:Attachments or HPD:WorkLog (Depending on ITSM version) and you specifically did not archive these along with the main incidents, then I suspect that OOB workflow will have deleted these entries... Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.com W: www.computacenter.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of ITN (Amanullah Bashir Ahmed) Sent: 20 April 2010 06:43 To: arslist@ARSLIST.ORG Subject: Re: how to retrieve incidents which are already been archived Hi Jack, Archive information. Select archive option of the form HPD:Help Desk then select Archive Type: Copy to Archive and Delete from Source Archive to Form: ARCHIVE:HPD:Help Desk2 Qualification 'Status'=Closed By using the above method I successfully archived incidents. Now remedy user needs attachment of some incidents which are archived. That's why I need to retrieve some incidents. Thanks Regards Amanullah Software Consultant -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Covert, Jack Sent: Tuesday, April 20, 2010 7:50 AM To: arslist@ARSLIST.ORG Subject: Re: how to retrieve incidents which are already been archived Retrieve them for what use (who, how, for what purpose, etc)? Also, how did you archive them? Jack Covert Corporate IT Remedy Support Team Remedy Support Team Home Page http://collaborate.mckesson.com/sites/esm/remedy Remedy QA Sessions on Thursdays @ 10:30 AM PT Details on Remedy Support Team Home Page -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of ITN (Amanullah Bashir Ahmed) Sent: Monday, April 19, 2010 8:47 PM To: arslist@ARSLIST.ORG Subject: how to retrieve incidents which are already been archived --_000_354D5B2EE4BDEB42BD219673F21AAA1B766A97WITEXVS1uaeemirat_ Content-Type: text/plain; charset=us-ascii Content-Transfer-Encoding: quoted-printable Hi there, I have successfully archived the incidents. How to retrieve those incidents= which are already been archived? Thanks in advance Thanks Regards Amanullah Software Consultant Thanks Regards Amanullah Software Consultant IT Application and Enterprise Management Emirates NBD Desk: +971 4 2092634 Mobile: +971 50 2182455 DISCLAIMER: This e-mail message including any of its attachments is intended solely fo= r the addressee(s) and may contain privileged information. If you are not t= he addressee or you have received this email message in error, please notif= y the sender who will remove your details from its database. You are not au= thorized to read, copy, disseminate, distribute or use this e-mail message = or any attachment to it in any manner and must delete the email and destroy= any hard copies of it.=20 This e-mail message does not contain financial instructions or commitments = of any kind. Any views expressed in this message are those of the individua= l sender and do not necessarily reflect the views of Emirates NBD PJSC, or = any other related subsidiaries, entities or persons. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are --_000_354D5B2EE4BDEB42BD219673F21AAA1B766A97WITEXVS1uaeemirat_ Content-Type: text/html; charset=us-ascii Content-Transfer-Encoding: quoted-printable ** html xmlns:v
Re: how to retrieve incidents which are already been archived
Archiving in ITSM is a complex operation. The first thing to define is what data do you want to archive? To determine this, you need to speak to your user base (Do they want just Incidents, or Incident Work Logs, or Incident Attachments - what do they expect to happen if you want to archive an Incident that is associated with another ticket? Once you have determined this, then you can begin to plan how to archive. This is a very rough plan of how we did this here: 1. Determine the archive qualification for the base form. 2. Determine the relationship between the base form and child forms (Worklogs, attachments etc) 3. Write a SQL update that will set a flag on the child forms when the base form tickets are ready to be archived. 4. Archive the child forms - using the Archive flag 5. Using a SQL update, set the archive flag on the base form 6. Archive the base forms - using the Archive flag This method was determined to be the most efficient. This way you can keep all your relationships between Incidents, and the SQL updates are used because if you have significant numbers of records to archive, setting the Archive flag using Remedy workflow uses a significant amount of Filter processing. Hope this helps anybody who is thinking of archiving anything in ITSM. Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Walters, Mark Sent: 20 April 2010 11:38 To: arslist@ARSLIST.ORG Subject: Re: how to retrieve incidents which are already been archived ** Export the records from the archive form to an arx file using a User Tool report and then import them back into the original form. Mark From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of ITN (Amanullah Bashir Ahmed) Sent: 20 April 2010 04:47 To: arslist@ARSLIST.ORG Subject: how to retrieve incidents which are already been archived ** Hi there, I have successfully archived the incidents. How to retrieve those incidents which are already been archived? Thanks in advance Thanks Regards Amanullah Software Consultant Thanks Regards Amanullah Software Consultant IT Application and Enterprise Management Emirates NBD Desk: +971 4 2092634 Mobile: +971 50 2182455 DISCLAIMER:This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE
Date/Time Fields
Hi List - I've got a question that I hope is really simple! We have had several users complaining that when they click on the ellipsis (the three dots) on a Date/Time field, the Date/Time dialog box opens up and the time portion is displayed as 00:00:00. Other people have said that when they open up this dialog the time portion defaults to the present time. I think this is a user tool / mid-tier patch issue or possibly a settings issue. Can anyone confirm where this issue lies. For reference, we are on ARS 6.3 patch 18. I've just tested with my user tool and confirmed that the time portion appears as 00:00:00 (I am on user tool patch 24) It's not a serious issue, but it is taking up valuable developers' time! Thanks for your help. Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: (ARERR 1291067)
Amanullah - have you switched on client side logging to determine where the error is occurring? To be honest this should be your first step before contacting the list. If you have switched on logging, then look into the workflow to see why the Vendor Company is not valid. Hope this helps, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of ITN (Amanullah Bashir Ahmed) Sent: 01 April 2010 08:40 To: arslist@ARSLIST.ORG Subject: (ARERR 1291067) ** Hi there, Version 7.1.00 Patch 007 The Vendor Group fields are invalid. Use the menus with the Vendor Company, Vendor Organization, and Vendor Group fields or the type ahead return function on the Vendor Group field to select this information. (ARERR 1291067) When I am trying to save the values in Vendor Group+ field , the above error displays. Can anybody tell me how to rectify it. Thanks Regards Amanullah Software Consultant DISCLAIMER:This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Importing Definition Forms
Hi Lisa - I have indeed seen this error. It has occurred several times on our development servers (ARS 6.3 patch 24), but I've never been able to determine the root cause of the problem. My only solution is to restart the Remedy application. This seems to clear the error and you are then able to import definition files without error. Given that this is a production system, this may be unpalatable, but this is the only solution I have found! Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa Sent: 17 February 2010 13:51 To: arslist@ARSLIST.ORG Subject: Importing Definition Forms ** We are having a really bizarre issue with importing any form, active link, filter or escalation from our Development Server to our Production Server. Both are at the same version (ARS 7.1 P7). Both DB's are at the same version Oracle 10g. And both servers are Windows 2003 boxes. We try to take great care in keeping both boxes exactly the same. I tried a simple form with a menu, a filter, and an active link. They wouldn't load. It generated the following errors. The file specified for a character menu does not hold a character menu definition: (ARERR 414) The file specified for an active link does not hold an active link definition: (ARERR 413) I tried the menu alone. It errored. When I tried to just import the form I would get: The following item was not imported: Junk (ARERR 55) The file specified for a character menu does not hold a character menu definition: (ARERR 414) The file specified for an active link does not hold an active link definition: (ARERR 413) Has anyone ever seen this issue before? When I export from Dev and import back into Dev, it's fine. As of yesterday morning, when I exported from Prod and imported back into Prod, everything is fine. It's when I try to export from Dev into Prod. Lisa Kemes AR System Developer Tyco Electronics 717-810-2408 tel 717-810-2124 fax lisa.ke...@tycoelectronics.com _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Oracle / ARS thread linking
Hi List - we've been having a few problems with our Remedy systems and I could do with some advice. We have recently experienced a massive slowdown on two consecutive days of our production system. We have tied this to a database problem. There has been an Oracle process that has been taking up 60-70% of our DB CPU. This process was triggered by ARADMIN user. During this slowdown, our Application Servers have shown no significant jump in CPU usage. Is there a way in Oracle to tie the Oracle thread ID back to an ARS thread ID? I.e. If I switch on logging by thread on my application servers, this gives me the thread ID and everything that is being processed by that thread. Can I identify that thread number in Oracle in anyway? If I could, then I could potentially narrow down what could have caused this slowdown. Remedy 6.3 Patch 18 (windows 2003) Oracle 9.2.0.6.4 (AIX) Thanks for your help, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Is there something akin to an eval function
Hi Lyle - just thinking outside the box here. You could always create a new database table (external to AR System). Create a view form of this table. Then on this form, you can store all your records here. That would prevent your $Value$ being converted into 1234 for instance. So this is the way it would work: 1. Custom notification event triggered on Incident form 2. Pull notification text from notification configuration form onto hidden field on Incident form Your notification text would consist of fields similar to the following Dear $Customer Full Name$, your call has been assigned to $Assignee$ 3. Substitute all field references in the notification text with the values of the fields from the Incident form This would happen by default. As long as the $Customer Full Name$ and $Assignee$ fields existed on the Incident form, then they would be replaced with the relevant field values. 4. Push the resultant notification text off to notification processing form that does the actual work of notifying everyone This would be OOB functionality. As I said, this is thinking outside the box, so there may be some issues. What I haven't tried to do is Submit a record in a view form using a $Reference$. Does AR System try and expand the $Reference$. If it does, then you would need to write workflow to create a new entry using SQL rather than AR System. Does this sound like it could work? Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor Sent: 29 January 2010 18:04 To: arslist@ARSLIST.ORG Subject: Re: Is there something akin to an eval function ** Yeah, I could write a plugin or an external process to handle it, if I needed to. However, I was hoping for a much simpler way to do it... Thanks, Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of LJ Longwing Sent: Friday, January 29, 2010 10:17 AM To: arslist@ARSLIST.ORG Subject: Re: Is there something akin to an eval function ** I've done this before, but I've done it in the manner described with setfield replace actionsyou could do something with perl fairly easily... From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor Sent: Thursday, January 28, 2010 7:25 PM To: arslist@ARSLIST.ORG Subject: Is there something akin to an eval function ** Hi All, Remedy 7.1 p5 I'm wondering if there is something akin to an eval function that would take a string with embedded field references and then evaluate it at will. Let me give you an example of what I'd like to do. Maybe there's an easy way to do it. So, we have some custom notifications that I want to improve, and as part of that, I want to make the notification text configurable (i.e., stored in a form) rather than being hardcoded into the notification workflow. So, I'd like to have a form that contains the various notifications including who they go to and the text of the notification including field references (something like This is my notif: $\Some Field Ref$). Then, when it comes time to send the notification, on the form that that notification event is being triggered on, I would pull the notification text onto the current form, do an eval so that the field references get substituted in the context of the current form, and then pass the final text off to a form that does the actual notification processing (i.e., splitting up a list of recipients into individual recipients and sending the e-mail to each of them individually). Does that make sense? I know that the notification subsystem in ITSM does something akin to this, but it's implemented strictly by set fields actions that do a search and replace of each field reference supported, and I'd prefer not to go that route. If this makes it clearer, this is kind of the flow of events I envision: 5. Custom notification event triggered on Incident form 6. Pull notification text from notification configuration form onto hidden field on Incident form 7. Substitute all field references in the notification text with the values of the fields from the Incident form 8. Push the resultant notification text off to notification processing form that does the actual work of notifying everyone Does that make sense? Any ideas? Thanks, Lyle NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended
Re: Email Engine and load
Hi Anne - yesterday, we sent approximately 27400 emails and have 109 Mailboxes. The Email Engine seems to cope pretty well. I've occasionally had to restart it when it hangs, but this is pretty rare. Saying that, we use ITSP v4, and have some pretty clever APIs to take the place of the OOB ITSP email system (Not the Email Engine), so this tends to avoid a large rush of emails at once (it's rare that I see 100 emails waiting to be sent) Hope this helps, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne Sent: 28 January 2010 16:15 To: arslist@ARSLIST.ORG Subject: Email Engine and load ** We currently have 13 incoming mailboxes we check. We are getting requests for some 20 more. At this point we are wondering about load and what the email engine can handle. Does anyone here have any experience/information about the type of load the email engine can handle before it becomes error prone or unreliable? For now we are starting to space out the amount of times the mailgoxes are being checked so that they are kind of staggered, but I was wondering if anyone had any load info or tips or tricks. Thanks, Anne Ramey E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized state official. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: fields orderer in emails notifications
There you go. Got another 0 back Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.com W: www.computacenter.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W Sent: 02 December 2009 15:41 To: arslist@ARSLIST.ORG Subject: Re: fields orderer in emails notifications Also on that view it is best to just put the fields straight down in a single column and then do Form - Current View - Set Tab Order and Restore Default. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of David Sanders Sent: Wednesday, December 02, 2009 9:25 AM To: arslist@ARSLIST.ORG Subject: Re: fields orderer in emails notifications Chack that you have spelled the view name correctly - ARNotification. No spaces, and the correct capitalization. HTH David Sanders Remedy Solution Architect Enterprise Service Suite @ Work == tel +44 1494 468980 mobile +44 7710 377761 email david.sand...@westoverconsulting.co.uk web http://www.westoverconsulting.co.uk -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Remedy Maniac Sent: Wednesday, December 02, 2009 3:17 PM To: arslist@ARSLIST.ORG Subject: Re: fields orderer in emails notifications I restarted both the server and the email engine ... still the same ... Carey Matthew Black wrote: Siriche, I do not know that I have ever seen this in the docs... So I am guessing at this... But maybe the Email Engine needs to be restarted after the view was added to the form? Maybe ( just maybe ) the Email Engine has a cache of the form that does not include the view and it is not refreshing it's cache? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Number of Fields on HPD:Help Desk
Hi List - I'm wondering if anyone can help me with a problem we're having. We're in the process of customising ITSM 7.5 for use across the whole of our company. We are a managed service company providing support for many customers. This will result in significant numbers of Incidents being raised. As part of our customisation we're adding optional fields on the HPD:Help Desk form. This form currently has 342 data holding fields. Our DBA team are concerned that the number of columns this corresponds to will cause significant DB overhead to pull back records from the HPD:Help Desk form. My manager has suggested the following solution - create a new form that will hold all these data holding fields. This form will have a one-to-one relationship with the corresponding HPD:Help Desk record. We can then pull the data from these fields back to the HPD:Help Desk record into display only fields. Technically I can see that this would work - there are a few problems with comparing DB values of the Display Only fields, but nothing that can't be sorted relatively easy. There are problems with users wanting to search on these fields, but again this is relatively easy to sort - join forms. My questions are several? 1. Are the DBA guys right to be concerned about the number of columns? 2. Has anyone ever attempted the solution suggested? 3. Are there any other problems with this solution? 4. If we implement this, would that reduce our DBA overhead? ITSM 7.5 Windows 2008 Oracle 10.2.0.4.0 - 64bi - Probably moving to Oracle 11 by the time we go live though. Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Updating Permission Groups in ITSM 7.1
Hi Abdul - the new permission group is appended to their current ones. Run a test to begin with to validate this! Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com From: Abdullah Baytops [mailto:ab...@thedigitalcorp.com] Sent: 24 September 2009 18:53 To: Coleman, Gavin Subject: Updating Permission Groups in ITSM 7.1 Gavin Thanks for the response. I have one question though in which I think I know the answer but I wanted to ask anyway. If all the other 4000 users have other permissions as well will this be appended to their current permissions or will this override all their other settings. Abdul 240.346.4628 ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Updating Permission Groups for Users in 7.1
Hi Abdul - are you talking about ITSM? If you are, then I did this recently in ITSP. The method should be similar for ITSM. 1. Add the relevant permission group to one user 2. Open up the form CTM:People Permission Groups and search for that user ID 3. Export that permission group to a .csv file 4. Update the .csv file to include the login IDs and Person IDs of the 4000 people that need this group 5. Import the data into the CTM:People Permission Groups using the Remedy Import tool 6. Open up the form CTM:People Permission Groups in Default Administrator View 7. Search for the 4000 records you have imported 8. Do a Modify All on the 4000 records and update the field z1d Action to START The actual steps may be slightly different for ITSM, but I don't think they'd be that different. I'm sure somebody else on the list will correct me if I'm wrong! Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Abdullah Baytops Sent: 24 September 2009 15:37 To: arslist@ARSLIST.ORG Subject: Updating Permission Groups for Users in 7.1 ** Hello ARS listers Is there a way to perform a mass update of user record permissions on the people records in 7.1. Currently I have 4000 users that we now want to have KM rights in which initially they did not have that permission. Has anyone performed a mass update successfully on of people records. I have tried to simply run an escalation but it failed to update all the applicable records. Thanks in Advance V/R Abdul Baytops _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
ITSP OffHold Date
Hi Listers - does anyone know why BMC removed the Off Hold Date in ITSM Incident? This was a feature that I believe was OOB in ITSP, and allowed users to specify when a call would come off Pending. An escalation would fire to take these calls off Hold. Has it been replaced by anything in ITSM? Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ITSP OffHold Date
Hi Dennis - thanks for the response. I think if you can't see the Off Hold Date in HPD:Help Desk then it must have been a customisation. That would explain why the feature doesn't exist in ITSM. It's a shame because it is so useful. It means that analysts can put a call on Pending and specify an Off Hold Date. Once that date has been reached, then the call is set to In Progress and the analyst is sent an email to tell them the call has been set to In Progress. More development needed on ITSM 7.5! Keeps me in a job - good in these times. Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Dennis Ruble Sent: 28 August 2009 13:48 To: arslist@ARSLIST.ORG Subject: Re: ITSP OffHold Date ** Gavin, I am not aware of this feature in ITSP 4.0. I looked for an Off Hold Date in both HPD:Help Desk and SLM:Escalation Control and didn't find anything like it. I suspect this may have been an enhancement to your application. If you'd like to provide me some more detail on where to find that feature, I can check it against our installation further. Regards, Dennis Ruble Coleman, Gavin gavin.cole...@computacenter.com Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 08/28/2009 03:31 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject ITSP OffHold Date ** Hi Listers - does anyone know why BMC removed the Off Hold Date in ITSM Incident? This was a feature that I believe was OOB in ITSP, and allowed users to specify when a call would come off Pending. An escalation would fire to take these calls off Hold. Has it been replaced by anything in ITSM? Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com/ ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ARS 6.3 p20 on SunOS 5.9: memory leak? What patch do you use?
Hi Rabi - I've seen memory jumps on arserverd. We had an issue with (I think) patch 21 on ARS 6.3. We were in the process of moving from Unix to Windows environments. As part of the testing that went with this, we saw memory jumping and staying used. We eventually tied it down to an error in one of the Business Time functions. Using a tool called spotlight and logging via individual threads, we could see which user was causing the problem. We could then look at the log files and see what was trying to run. As a result of this, we rolled back to patch 18 and reported the bug to BMC. After much disbelief (surely not), BMC finally admitted that there was an error. This was corrected for Patch 24. I think I mentioned this in more detail in a previous post to the arslist. It might be worth looking for that for further information. Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.com W: www.computacenter.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi Sent: 06 August 2009 15:57 To: arslist@ARSLIST.ORG Subject: Re: ARS 6.3 p20 on SunOS 5.9: memory leak? What patch do you use? Thanks for the tip Shyam. It turns out that after arserverd was started last Dec, within a number of days, it started consuming 2.5 GB in this machine with 2 GB of physical RAM and that's where it stayed for almost 8 months. Apparently, users either didn't have issues, or they didn't make noise because they didn't think much could be done...until very recently. After recent freezes and slowdowns around peak times at random weekdays, which would self-correct in less than half hour, I had the machine rebooted. arserderd started at 500MB and in a few jumps over a few days, is at 2.5 GB again. So in a way, this is normal. For ARS 6.3/HelpDesk 5 app with no more than 50 peak users, I tend to think this is excessive. Recently, there have been no slowdowns that have been reported to me. I see big spikes in network traffic coming to arserverd box at times, but users haven't complained. At least a few times the spikes in inbound network traffic in ars box coincides with spike in outbound network traffic in the database box. I suspect that a bad query gets to AR Server that causes large number of records to be retrieved from the database. Trying to pin point the user/query/operation that's behaving badly. My guess about the prior freezes is that the machine and arserverd were due for a recycle. Combine that with my bad query theory and it's possible that a threshold was reached in 8 months beyond which the bad query wasn't harmless any more. I have a few suspect queries. I will share any findings. Rick, thanks for the tip on Vista. Something the helpdesk should know. --- On Wed, 7/22/09, Shyam Attavar atta...@sbcglobal.net wrote: From: Shyam Attavar atta...@sbcglobal.net Subject: Re: ARS 6.3 p20 on SunOS 5.9: memory leak? What patch do you use? To: arslist@ARSLIST.ORG Date: Wednesday, July 22, 2009, 2:55 PM Rabi, Are there any batch processes running that maybe bumping the arserver memory every night? If there are batch processes, are these also using the 6.3 version of the API? Just something to think about... We had a situation where we had to change an integration component (from another application to Remedy) which was built using a different version of the API relative to the version of the AR Server we were running. Once we brought them to the same version of the API as the AR Server, this was no longer an issue... But I would recommend that you plan for an upgrade at the earliest, since 6.3 is probably ending it support sometime soon. Cheers, -- Shyam Rabi Tripathi ars_l...@yahoo.com wrote in message news:580837.10776...@web65403.mail.ac4.yahoo.com... Shyam, Upgrade is on the list, but not right away. I am considering going to the highest patch for 6.3, patch 25. Different question: does anybody have Remedy user 6.3 (patch 20) running in Windows vista against ARS 6.3 patch 20? In Solaris? Another question: What is the first version of Remedy User that supports Vista? And is anybody using it against 6.3 server? Fun stuff: I just found out that our helpdesk switched from Windows XP to Vista roughly around the time the issue started. They hacked the installer to have it install on Vista. I had no clue. So one theory is that a memory leak in arserverd was triggered by 6.3 clients running in Vista instead of Windows XP?? Sounds weird, but I don't know how else to explain it. Solaris patches were applied on the server, but I am still trying to find out details. And this just in: arserverd is now using 1.2 GB of memory, up from 0.540 GB yesterday. Our
CI Relationship Viewer
Hi List - Is there anybody out there who is still using ITSP 4.0? I'm trying to get the CI Relationship Viewer working, but seem to be missing some install files. Could somebody please send me the following files if at all possible: 1. DataVisForms.def (Contained in the ..\AR System\AR Server\Samples\en directory) 2. DataVisualizationModule.arx (Contained in the ..\AR System Applications\server\Remedy CMDB\workflow directory) 3. civiewer.jar (Contained in the ..\AR System Applications\server\Remedy CMDB\workflow\DataVisualizationModule directory) 4. cmdbapi20.dll cmdbjni20.dll cmdbapi20.jar These are contained in the Mid-Tier server (..\WEB-INF\lib directory) Many Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
ITSP v 4 CI Viewer
Hi List - I'm trying to get the CI Viewer working on ITSP v4. I've installed (I think) the correct files. In the following directory, I have put the following files: Location: C:\Program Files\AR System\Mid-Tier\ci_viewer Files: ci_error.jsp ci_login.jsp ci_login_bg.jpg ci_start.jsp ci_viewer.jsp en_ciViewer.jpg en_classes.jar en_images.jar fr_ciViewer.jpg fr_classes.jar fr_images.jar itsp_login.jar Location: C:\Program Files\AR System\Mid-Tier\WEB-INF\lib Files: itsp_login.jar When I click on the CI Relationship Viewer, I get the following errors: C:\Program Files\New Atlanta\ServletExec AS\SERVER NAME \ServletExecData\default\ARSYSTEM\pagecompile\_ci_viewer\_ci_viewer_xjsp.java:25: package ars.login does not exist import ars.login.login; What is this package? Where does it sit? Could somebody give me a copy? Failing that - any other suggestions? Many Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: AW: Want to migrate 60,000 odd records from Dev to UAT env bypassing arimport. Please suggest
How about testing them yourself? I've never used either technique, but now that you have two potential solutions, I suggest that it's up to you to decide which suits you best. At the risk of sounding rude, the ARSList is a mailing list that enables you to ask for advice. It's not a place where people solve all your problems for you! Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.com W: www.computacenter.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Bhupesh Gupta Sent: 29 April 2009 12:58 To: arslist@ARSLIST.ORG Subject: Re: AW: Want to migrate 60,000 odd records from Dev to UAT env bypassing arimport. Please suggest ** On Wed, Apr 29, 2009 at 6:55 AM, Bhupesh Gupta gupta.bhupesh3...@gmail.commailto:gupta.bhupesh3...@gmail.com wrote: Now we have two options, Db Link rrchive which one is better -- Regards, Bhupesh Gupta _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
ITSP Issue - People's Support Groups disappearing
Hi List - got a little issue here that's causing us some problems. We have recently had reports of People's Support Groups being removed. As far as we know these are not being removed deliberately, but we are currently unable to pin down how these are being removed. The CTM:Support Group Association form has no Audit Log on it, so I cannot see what's happening on this form. The relevant People records show a last modified date of 24/04/2009 as do the relevant User records. This is particularly puzzling as if these Support Groups were removed by workflow, then the Last Modified date on the User records should have been changed. Has anybody seen an issue similar to this? Or failing that, can anyone suggest where to look for the solution? I have looked at all the workflow that sets the z1D Action field on CTM:Support Group Association form to DELETE, and I'm fairly certain that this workflow is not part of the issue. Any help would be appreciated... ITSP 4 ARS 6.3 Oracle 9 Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.com W: www.computacenter.com ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ITSP Issue - People's Support Groups disappearing
Hi Rick - no, that form is manually populated from the CTM:People record. Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.com W: www.computacenter.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rick Cook Sent: 28 April 2009 13:30 To: arslist@ARSLIST.ORG Subject: Re: ITSP Issue - People's Support Groups disappearing ** Are you populating that form via LDAP? Rick Sent from my Verizon Wireless BlackBerry From: Coleman, Gavin Date: Tue, 28 Apr 2009 12:35:54 +0100 To: arslist@ARSLIST.ORG Subject: ITSP Issue - People's Support Groups disappearing Hi List - got a little issue here that's causing us some problems. We have recently had reports of People's Support Groups being removed. As far as we know these are not being removed deliberately, but we are currently unable to pin down how these are being removed. The CTM:Support Group Association form has no Audit Log on it, so I cannot see what's happening on this form. The relevant People records show a last modified date of 24/04/2009 as do the relevant User records. This is particularly puzzling as if these Support Groups were removed by workflow, then the Last Modified date on the User records should have been changed. Has anybody seen an issue similar to this? Or failing that, can anyone suggest where to look for the solution? I have looked at all the workflow that sets the z1D Action field on CTM:Support Group Association form to DELETE, and I'm fairly certain that this workflow is not part of the issue. Any help would be appreciated... ITSP 4 ARS 6.3 Oracle 9 Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.com W: www.computacenter.com ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: has anyone has or is currently using Abydos with Remedy 7.1
Hi Jorge - We use Abydos Analyser here. Note, I used to work at Abydos, but have been at my present position since October 2007. It's a great product, easy to use easy to understand. We find it a great help in looking behind the scenes at ITSP. I haven't personally used Abydos Designer, but was very impressed with what it does when I worked there. Thanks Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.com W: www.computacenter.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jorge Polo Sent: 15 April 2009 12:56 To: arslist@ARSLIST.ORG Subject: has anyone has or is currently using Abydos with Remedy 7.1 ** Good morning, I wanted to know if anyone has or is currently using Abydos with Remedy 7.1 or any other version? If you are or have can you comment on your experience with it?. Thank you. Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ITSM naming convention sucks
In this situation, I pick the most used part of the trigger. I.e. CC_NIM:Btn_OpenIncidentTask.There is a possibility for some confusion here, so I have occasionally duplicated an AL and changed the trigger qualification to ensure clarity of code. Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.com W: www.computacenter.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of ccrashh Sent: 26 March 2009 17:27 To: arslist@ARSLIST.ORG Subject: Re: ITSM naming convention sucks Out of curiousity...what do you do if the code triggers on more than one action?: CC_NIM:Btn_OpenIncidentTask-MRC_Somefield-000-OpenHelpDesk Like that? On Mar 24, 5:56 am, Coleman, Gavin gavin.cole...@computacenter.com wrote: In my opinion, ITSP followed some best naming conventions. Well considering that as far as know the naming convention is not explained anywhere in the ITSP or ITSM documentation, I can't see how you can believe that. Remedy allows you up to 80 characters to name workflow items, and it seems that ITSP and ITSM does not use all of these characters. My Active Link workflow has a naming convention as follows 1. Prefix for custom work (CC_) 2. Form abbreviation (NIM:) - New Incident Console 3. Execute on abbreviation (MRC - Menu Row Choice, Btn - Button, WL - Window Loaded). If more than one Execute on is specified, then the abbreviation I use is the most relevant 4. Name of Button, Table, Field etc (E.g. Btn_OpenIncidentTask) 5. Execution Order (-000-) 6. Details of Actions (OpenHelpDesk) Thus, we get CC_NIM:Btn_OpenIncidentTask-000-OpenHelpDesk If an AL or Filter is part of a Guide, then the suffix _GUIDE is applied. If the AL or Filter calls a Guide, then the suffix _CallGuide is applied. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: ITSM naming convention sucks
If an AL or Filter is part of a guide then I make sure that it is suffixed with _GUIDE. No execution order is needed as this is defined in the Guide itself. Thus I have ALs like CC_NIM:ConsoleView-SelectedGroupsIncident_GUIDE CC_NIM:ConsoleView-SelectedGroupsTask_GUIDE Etc. Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.com W: www.computacenter.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of ccrashh Sent: 26 March 2009 17:30 To: arslist@ARSLIST.ORG Subject: Re: ITSM naming convention sucks So then you would scamble through looking at each one to see what each Active Link in the guide actually does? How about: HPD-HD-CUS:xxx-1_CheckForExistingCustomer HPD-HD-CUS:xxx-2_SetCustomerInfoFromContactForm etc. Not sure what the other descriptive text could be...but xxx indicates that it triggers in a guide and nowhere else...I find it easier to find code if it is clearly labelled. On Mar 24, 12:46 pm, Joe DeSouza joe_rem...@yahoo.com wrote: Its a good naming convention - I won't go so far as to say its the best. There are a few things in the ITSP naming convention that I personally do not favor. For eg. AL's found in a guide that are used specifically in the guide alone and nowhere else.. Why different kind of names for each? Why do we need to know what each do? As a developer when looking at the list I would rather see them named as a functional name what the guide does. For eg if the Guide sets customer information and there are 5 AL's in that guide ordered 1 to 5 I would name them something like HPD:GuideSetCustomerInfo01 HPD:GuideSetCustomerInfo02 HPD:GuideSetCustomerInfo03 HPD:GuideSetCustomerInfo04 HPD:GuideSetCustomerInfo05 And name the Guide something like HPD:GuideSetCustomerInfo This is just one odd example of how it would make it easier for a developer to trace what someone else has worked on without running workflow logs for everything.. Joe From: Mahesh Chandra mchand...@gmail.com To: arsl...@arslist.org Sent: Monday, March 23, 2009 11:54:31 PM Subject: Re: ITSM naming convention sucks ** As per ITSP naming convention the standard format of an Active Link is: [z][SchemaCode]:[#]-[Field Name/Button/Function]-[Firing Condition][###E]-[Description]-[IndicatorSuffix][Status] Where z (lowercase) The lowercase z in front of the active link name indicates a Global Workflow Filter Schema Code Schema Code (Reference Schema Code in case of Global Active Link) - 3 Uppercase characters (usually the same as the entry-id prefix of the schema) # Grouping Code: 0 = Initialization (Window Open, Query, Set Defaults, Display, Copy to New) 1 = Execution (Submit, Modify) 2 = Post Execution (After Submit, After Modify) 3 = Close (Window Close) 4 - 5 (Unassigned/Reserved) 9 = In session (Button, Return, Menu/Row Choice, Gain Focus, Lose Focus0 z = Guide (Active Links Called by Guides only) ###[E] Execution Order (3 digits). Append E if Else Action exists Description Functional Description of the Workflow performed Indicator Suffix E = Error N = Note W = Warning R = Run Process Q = SQL G = Call Guide J### - Goto execution order PCDE = Push where CDE is the 3 character code Status + = New Workflow, requires testing (once tested the prefix can be removed) @ = Existing Workflow has been temporarily deactivated # = Existing deactivated workflow with the intent of deleting from the system HPD:INC: ContactSearch_120_GPn-G Even though this piece of workflow doesn't exist in ITSP, I think this is the breakout. HPD Module Name INC 3 Character Schema Code stored in SYS:Form List (ITSP) and Schema Names (ITSM 7) ContactSearch Field Name 120 Execution Order Gpn (not sure) G Indicator Suffix for Call Guide In my opinion, ITSP followed some best naming conventions. Thanks Mahesh On Fri, Mar 20, 2009 at 8:15 AM, Matt Worsdell m...@worsy.co.uk wrote: Not BMC's fault, ITSM is based on ITSP which was produced by a VAR (name withheld to protect the guilty). -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of ccrashh Sent: 20 March 2009 12:53 To: arsl...@arslist.org Subject: ITSM naming convention sucks BMC has to be kidding with their ITSM suite's naming convention...for instance: On the HPD:HelpDesk form, the Customer Search button (inexplicably called Contact Search even though it is under the Customer Information section) has several Active Links associated to it (31 or so). If you were to go to the list of active links and sort by name, the first one that appears is: HPD:INC:ContactSearch_120_GPn-G However,
Re: ITSM naming convention sucks
In my opinion, ITSP followed some best naming conventions. Well considering that as far as know the naming convention is not explained anywhere in the ITSP or ITSM documentation, I can't see how you can believe that. Remedy allows you up to 80 characters to name workflow items, and it seems that ITSP and ITSM does not use all of these characters. My Active Link workflow has a naming convention as follows 1. Prefix for custom work (CC_) 2. Form abbreviation (NIM:) - New Incident Console 3. Execute on abbreviation (MRC - Menu Row Choice, Btn - Button, WL - Window Loaded). If more than one Execute on is specified, then the abbreviation I use is the most relevant 4. Name of Button, Table, Field etc (E.g. Btn_OpenIncidentTask) 5. Execution Order (-000-) 6. Details of Actions (OpenHelpDesk) Thus, we get CC_NIM:Btn_OpenIncidentTask-000-OpenHelpDesk If an AL or Filter is part of a Guide, then the suffix _GUIDE is applied. If the AL or Filter calls a Guide, then the suffix _CallGuide is applied. I'm sure other people have naming conventions, but if you are providing a product that is to be released to the general public, then surely publishing the naming convention in your documentation is ESSENTIAL. Just my £0.02 worth! Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.com W: www.computacenter.com ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: ITSM naming convention sucks
Hmmm. No document of that name exists in the current documentation directory for ITSP 4 on BMC support web. I still say that shows a distinct lack of regard for current users of ITSP / ITSM! I think that the naming convention of ITSP stems from ARS version 4 which had a smaller limit on workflow names. The fact that the naming convention in ITSP seems to vary from module to module also doesn't help! Thanks for the update on the naming convention though. Could have done with this about 3 years ago! Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.com W: www.computacenter.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Mahesh Chandra Sent: 24 March 2009 14:23 To: arslist@ARSLIST.ORG Subject: Re: ITSM naming convention sucks ** My previous posting has all been taken from ITSP Naming Convention Documentation Ver 2.0.40 Dated July 8, 2002. Thanks Mahesh On Tue, Mar 24, 2009 at 4:56 AM, Coleman, Gavin gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com wrote: ** In my opinion, ITSP followed some best naming conventions. Well considering that as far as know the naming convention is not explained anywhere in the ITSP or ITSM documentation, I can't see how you can believe that. Remedy allows you up to 80 characters to name workflow items, and it seems that ITSP and ITSM does not use all of these characters. My Active Link workflow has a naming convention as follows 1. Prefix for custom work (CC_) 2. Form abbreviation (NIM:) - New Incident Console 3. Execute on abbreviation (MRC - Menu Row Choice, Btn - Button, WL - Window Loaded). If more than one Execute on is specified, then the abbreviation I use is the most relevant 4. Name of Button, Table, Field etc (E.g. Btn_OpenIncidentTask) 5. Execution Order (-000-) 6. Details of Actions (OpenHelpDesk) Thus, we get CC_NIM:Btn_OpenIncidentTask-000-OpenHelpDesk If an AL or Filter is part of a Guide, then the suffix _GUIDE is applied. If the AL or Filter calls a Guide, then the suffix _CallGuide is applied. I'm sure other people have naming conventions, but if you are providing a product that is to be released to the general public, then surely publishing the naming convention in your documentation is ESSENTIAL. Just my £0.02 worth! Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com W: www.computacenter.comhttp://www.computacenter.com/ ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.comhttp://www.computacenter.com/ ** __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: ITSM naming convention sucks
That is true, but the fact that there is (was) a published document about the naming convention that is no longer published on support web shows a lack of regard for developers. Mahesh is it possible for you to post the naming convention document to the list please? If not, would you be willing to forward it to me off list? Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.com W: www.computacenter.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor Sent: 24 March 2009 15:06 To: arslist@ARSLIST.ORG Subject: Re: ITSM naming convention sucks ** Strictly speaking, ITSM is BMC's product, and they are under no obligation to provide us with any of the nitty-gritty details about how their application was written including any naming conventions used internally, etc. The fact that BMC allows you to customize the product doesn't mean they need to support you in that effort or to make it easy for you. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Coleman, Gavin Sent: Tuesday, March 24, 2009 3:56 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM naming convention sucks ** In my opinion, ITSP followed some best naming conventions. Well considering that as far as know the naming convention is not explained anywhere in the ITSP or ITSM documentation, I can't see how you can believe that. Remedy allows you up to 80 characters to name workflow items, and it seems that ITSP and ITSM does not use all of these characters. My Active Link workflow has a naming convention as follows 1. Prefix for custom work (CC_) 2. Form abbreviation (NIM:) - New Incident Console 3. Execute on abbreviation (MRC - Menu Row Choice, Btn - Button, WL - Window Loaded). If more than one Execute on is specified, then the abbreviation I use is the most relevant 4. Name of Button, Table, Field etc (E.g. Btn_OpenIncidentTask) 5. Execution Order (-000-) 6. Details of Actions (OpenHelpDesk) Thus, we get CC_NIM:Btn_OpenIncidentTask-000-OpenHelpDesk If an AL or Filter is part of a Guide, then the suffix _GUIDE is applied. If the AL or Filter calls a Guide, then the suffix _CallGuide is applied. I'm sure other people have naming conventions, but if you are providing a product that is to be released to the general public, then surely publishing the naming convention in your documentation is ESSENTIAL. Just my £0.02 worth! Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.com W: www.computacenter.com ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Configuration Data form
Hi List - we are running ITSP 4 on ARS 6.3. we are looking to move to ITSM 7.1 (possibly 7.5) in the nearish future. We have heavily customised our ITSP application and as a consequence of this have a form that holds configuration data for different customers. If Company A want to change some part of the OOB workflow, but this could impact Company B, then we hold a flag on the this configuration form and the relevant workflow checks to see if the flag is there and fires if necessary. This configuration form is now very large and was not designed brilliantly in the first place. Some configuration items are store directly on this form, others are entries in child records linked to the main form. The form is cumbersome and needs to be streamlined What is the best way to redesign this form? I think I have several options 1. Change the form to a pure Parent Company - Child configuration format 2. Store some of the data external to Remedy. Some of the data is used for integration purposes and if we move to using the XML gateway, then we could potentially store the data externally. 3. Any other ideas? I'd be interested in your thoughts and if anyone has implemented something like this, how did you go about it? Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.com W: www.computacenter.com ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: OOB Indexes on CTM:Site - SOLVED
Dennis - thanks very much. It appears that somebody removed the unique index for sites on our form and as a consequence, you cannot use the Data Wizard to change the name of an existing site if a duplicate name exists. Thanks for your help! Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.com W: www.computacenter.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Dennis Ruble Sent: 05 March 2009 16:05 To: arslist@ARSLIST.ORG Subject: Re: OOB Indexes on CTM:Site ** Gavin, We're on ITSP 4.0. We have two indexes on CTM:Site, which I believe are OOB: 1. Unique index on 'Site' 1. Non-unique index on 'Country', 'State Province', and 'City' Regards, Dennis Ruble Rockwell Collins Coleman, Gavin gavin.cole...@computacenter.com Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 03/05/2009 04:45 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject OOB Indexes on CTM:Site ** Good morning list - can anyone who uses ITSP tell me what the OOB indexes on this form are? I have come across a problem with the CFG:Data Wizard and need to confirm what these indexes are. Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.com W: www.computacenter.com ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Group List in User form
Hi Listers - I have searched the archives for an answer to this question, but have had no luck. Currently the Group List field (ID 104) in the User form has a database length of 4000 characters. Does anybody know what effect it could have if we increased this to say 10,000 characters? Or to Zero length. We are using ITSM 7, and will perhaps have a very large increase in the number of Companies defined in the system. I just wanted to check to see if anybody had made this change. I'm aware that any patching could overwrite the database length of this field. We would have to take this into account when applying patches. ARS 7.1 ITSM 7.0 Oracle Database Thanks for your help. Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.com W: www.computacenter.com ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Group List in User form
Hi Conny - thanks for that. I must admit I hadn't considered that. I know that most people would question why not simply use the Unlimited Access tick box, but there are various reasons why this may not be allowed. I have an idea that might work for this problem: 1. Group companies into types. (E.g. Maintenance) 2. Give all Companies with a type of maintenance one Assignee Groups value 3. Add a Dummy Company of Maintenance to the Company form 4. Allow users to add Maintenance Company to People records. This would drastically reduce the amount of space that Assignee Groups would take up into the Group List form. We would obviously need to amend the creation of Companies workflow, but that really doesn't phase me! Does this idea sound feasible? Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.com W: www.computacenter.com From: conny.mar...@t-systems.com [mailto:conny.mar...@t-systems.com] Sent: 03 March 2009 11:40 To: Coleman, Gavin Subject: AW: Group List in User form Hi Gavin, if you increase a character field beyond 4000 chars then it's data type gets changed from varchar2 to clob. There are some limitations on clob fields and queries running against clob fields do have poor performance. HTH Kind Regards Conny Von: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] Im Auftrag von Coleman, Gavin Gesendet: Dienstag, 3. März 2009 12:29 An: arslist@ARSLIST.ORG Betreff: Group List in User form ** Hi Listers - I have searched the archives for an answer to this question, but have had no luck. Currently the Group List field (ID 104) in the User form has a database length of 4000 characters. Does anybody know what effect it could have if we increased this to say 10,000 characters? Or to Zero length. We are using ITSM 7, and will perhaps have a very large increase in the number of Companies defined in the system. I just wanted to check to see if anybody had made this change. I'm aware that any patching could overwrite the database length of this field. We would have to take this into account when applying patches. ARS 7.1 ITSM 7.0 Oracle Database Thanks for your help. Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.com W: www.computacenter.com ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
ITSP / ITSM 7 Notifications
Hi List - I'm having some issues with the Notifications engine on ITSP. I wonder if anyone has any ideas of how to solve this? Entries are created in the form NTE:SYS-NT Process Control. An Escalation called SYS-NPC-IM1-TriggerGroupNTG runs every minute and processes the entries in this form. From this form multiple entries are created in the form NTE:SYS-NT Individual NT Control. An escalation called SYS-NTI-IM1-ProcessNotifications processes these notifications and they are sent to the NTE:Notifer form which sends them to the email engine. Because escalations are single threaded in Remedy 6.3, we have disabled these escalations and replaced them with APIs duplicating the escalation processing. The APIs simply loop round the relevant forms and run the exact workflow that the escalations did. Our issue at the moment is that we have a large amount of customers. Many of the Support Groups that are defined for these customers contain 50 people in them. We have automated processes generating tickets and assigning them to these Support Groups. It's easy to see that in very little time, we can have 3000-4000 entries in the NTE:SYS-NT Individual NT Control form. It can take the API a significant time to process these. I can't restrict these automated tickets and can't restrict the notifications. Has anybody come across this issue before? If so, how did you fix it? One option I have thought of is to create an API that fires on Submit of an entry in NTE:SYS-NT Process Control. This API would then take control of all the entries created in the NTE:SYS-NT Individual NT Control and process them. I can see that this would work, but we would have multiple APIs running at once. Environment Remedy 6.3 - Server Group (2 user server, 1 admin server) Oracle database Windows 2003 We are due to move to Remedy 7 and ITSM 7 later on in the year. The same issue will obviously continue on ITSM Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.com W: www.computacenter.com ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Service Targets on ITSM 7
Hi Listers - I wonder if anyone can help me? We are in the process of moving
from ITSP 4 to ITSM 7. As part of this project we are currently doing a gap
analysis between the two system. I'm looking at the SLM module and am having
some problems. Apologies for the length of post, but I want to make sure I
explain everything properly.
In ITSP, we have a form called SLM:Service Level Agreement. In this form, you
define SLAs and you also define which fields on an Incident are mapped to that
SLA. E.g. You can specify which Company, Contact Company, Service Cats, Product
Cats, Groups this SLA applies to. What this allows us to do is to define a
Default SLA. By this I mean that if no other SLA is found for the incident
this default one will be applied. The workflow that finds the SLA has a Set
Fields If qualification like:
('SLM For Form' = $SCHEMA$ ) AND ( 'SLM Event' = General ) AND ( 'Contract
ID' = $Contract ID$ OR 'Contract ID' = $NULL$) AND ( 'Owner Support Company' =
$ Owner Support Company$ OR 'Company' = - Global - ) AND ('Owner Support
Organization' = $Owner Support Organization$ OR 'Owner Support Organization' =
$NULL$ ) . and continues on for all the fields that are currently
defined in the SLA.
We are trying to duplicate this functionality in ITSM 7. I have defined two
Service Targets that differ only slightly from each other in their Terms and
Conditions:
1. 'Contact Company' = My Company AND 'Company' = My Company
2. 'Contact Company' = My Company AND 'Company' = My Company AND
'Categorization Tier 1' = Install AND 'Categorization Tier 2' = Server
These Service Targets are part of a Service Target Group.
This part I can get to work. I can get Service Target (2) to apply when it
should. If I now simply modify the Incident, without Changing the
Categorization Tier 1 and Tier 2, Service Target (1) gets applied. Looking at
the workflow, I can see that the Run If of the Filter for Service Target (2)
runs, but the Push Fields If qualification fails because the SLM:Measurement
entry already exists for this Service Target. Thus, the Run If of the Filter
for Service Target (1) runs and the Push Fields If succeeds and the new Service
Target is applied.
My questions are:
1. Has anybody / is anybody using Service Targets the way we want to? If
so, can you give me some hints?
2. Can anyone think of a way that we can make the system behave with a
default Service Target? Happy to customise, but would prefer config changes!
Many thanks, and apologies for the length of post!
Gavin Coleman
Senior Analyst/Programmer
Computacenter (UK) Ltd
Services Solutions
Hatfield Avenue
Hatfield, Hertfordshire, AL10 9TW, United Kingdom
T: +44 (0) 1707 631662
E: gavin.cole...@computacenter.com
W: www.computacenter.com
**
COMPUTACENTER PLC is registered in England and Wales with the registered number
03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue,
Hatfield, Hertfordshire AL10 9TW
COMPUTACENTER (UK) Limited is registered in England and Wales with the
registered number 01584718. Its registered office is at Hatfield Business
Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW
The contents of this email are intended for the named addressee only.
It contains information which may be confidential and which may also be
privileged.
Unless you are the named addressee (or authorised to receive mail for the
addressee) you may not copy or use it, or disclose it to anyone else.
If you receive it in error please notify us immediately and then destroy it.
Computacenter information is available from:
http://www.computacenter.com
**
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Query about SLM module for ITSM 7
Hello Listers. We are in the process of moving from ITSP 4 to ITSM 7 and are currently in the gap analysis phase. In ITSP, we can configure SLA Events to for example Auto Close Help Desk tickets. I've looked through the documentation for the SLM module (that was fun! It's nice and clear ;-)), but don't think there is anything that's similar. Could somebody who uses the SLM module confirm this. I know there is an escalation that fires on the HPD:Help Desk and closes tickets after 15 days of being Resolved, but this is across the board whereas our current SLA Events enable us to configure these per SLA. I'm really just looking for some confirmation about this! BTW - do you recommend any of the ITSM training courses? Currently, we're getting by by reading the documentation, but the SLM module is looking complicated! Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: [EMAIL PROTECTED] W: www.computacenter.com ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Hours to Resolve - problem with calculation?
Julie - these all look approximately correct to me. Your business hours are 8am to 5pm Monday to Friday. In your second example, the call was opened on 3rd September at 16:51. If we simply count whole business days, then we get the following days: Thursday 4th September = 9 hours Friday 5th September = 9 hours Sat 6th Sep = 0 Sun 7th Sep = 0 Mon 8th= 9 Tues 9th= 9 Weds 10th= 9 Thursday 11th = 9 Friday 12th = 9 Sat 13th = 0 Sun 14th= 0 Mon 15th = 9 Tues 16th = 9 Weds 17th= 9 Thurs 18th= 9 Fri 19th = 9 Sat 20th = 0 Sun 21st= 0 Total whole business days = 12 * 9 = 108 hours Add the 9 minutes from the 3rd Sep and the 1 hour 20 minutes from 22nd Sep and you get near enough the value in your final column. I had a quick look at the other values and they looked OK to me. I always check business hours using the above manual method and very rarely find a problem with Remedy's calculations (unless it's a patch issue - I think patch 22 on 6.3 had a problem with one of the Business-Time processes) Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: [EMAIL PROTECTED] W: www.computacenter.com From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Julie L Kanakanui JLKANAKA Sent: 25 September 2008 15:51 To: arslist@ARSLIST.ORG Subject: Hours to Resolve - problem with calculation? Hello, We are running Remedy Help Desk, version 6.03 patch 21- trying to make use of the Hours to Resolve field and thought this had been correct before, but today when I'm looking at some records, the values look off.I'll paste in a few example records (not sure if/how columns will show up but basically these are columns of Created, Resolved and Hours to Resolve. We have business hours of 8-5 Mon-Friday. The first record, for example, has the ticket created at 16:54 one day and Resolved at 14:23 the next, with Hours to Resovle = 6.44 hours, which is correct. The next record has ticket created on 9/3 16:51 and Resolved on 9/22 9:20 with Hours to Resolve = 109.424167 , which is certainly nowhere near the 13 or so business days (13*24 = 312 hours) it was open [cid:image001.gif@01C91F29.9E293270] Any advice appreciated! Julie [EMAIL PROTECTED] ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are inline: image001.gif
Re: OT: What does BMC stand for?
http://wiki.answers.com/Q/What_is_BMC_stands_for_in_BMC_Software it is the first letter of the three founders names :- BMC Software founders Scott Boulett, John Moores, and Dan Cloer began a contract programming partnership that operated in and around Houston, Texas. By 1980, the company was incorporated, and officially became BMC Software, Inc. Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: [EMAIL PROTECTED] W: www.computacenter.com From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L CTR USAF AFMC 72 CS/SCBAH Sent: 25 September 2008 16:20 To: arslist@ARSLIST.ORG Subject: OT: What does BMC stand for? ** Some co-workers and I were just in a discussion over where they worked. We had all done work either for companies, or on products supported by companies with a three-letter name. I was wondering, does anyone know what BMC stands for? I've scoured the internet, but to no avail. Thanks, Gary __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Help with Run Process - Deleting files on a server
Hi List - I wonder if anyone can help me? I have a Run Process action running in a Filter that is trying to delete some files on the Windows 2003 server. My syntax for this is: Del $RP API Folder$logs/$z1D_RP_Delete_Logs_Day$/*.log Values for these variables are $RP API Folder$ = C:/remedy/install/itspdev/api/bin/ $z1D_RP_Delete_Logs_Day$ = Saturday Looking in the log files I can see the following happening: 0: Process FLTR TID: 002828 RPC ID: 002145 Queue: Fast Client-RPC: 390620USER: GCOLEMAN DEL C:/remedy/install/itspdev/api/bin/logs/Saturday/*.log FLTR TID: 002828 RPC ID: 002145 Queue: Fast Client-RPC: 390620USER: GCOLEMAN Error while performing filter action I have tried the Run Process with quotes and without and nothing works. I get another error in the arerror.log which shows the following: 390620 : Failure while trying to run the filter/escalation process (ARERR 24) Fri Aug 29 10:57:42 2008 No error : DEL C:/remedy/install/itspdev/api/bin/logs/Saturday/*.log Can anybody point out where I'm going wrong? Or failing that suggest a way to delete some files on the server based on variables? Thanks for your help! Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: [EMAIL PROTECTED] W: www.computacenter.com ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Help with Run Process - Deleting files on a server
Hi Carey - thanks for the response. Yes, completely forgot about the difference between Unix and Windows. My fault! I've replace the forward slashes with backslashes, but I still get the same result: 0: Process FLTR TID: 003792 RPC ID: 003721 Queue: Fast Client-RPC: 390620USER: GCOLEMAN DEL C:\remedy\install\itspdev\api\bin\logs\Saturday\*.log FLTR TID: 003792 RPC ID: 003721 Queue: Fast Client-RPC: 390620USER: GCOLEMAN Error while performing filter action Has anybody got any other ideas? For information, we are running ARS 6.3 patch 22 on an Oracle Database. Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: [EMAIL PROTECTED] W: www.computacenter.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: 29 August 2008 12:17 To: arslist@ARSLIST.ORG Subject: Re: Help with Run Process - Deleting files on a server Gavin, You have spent to much time in Un*x land This works C:\Documents and Settings\testdel C:\Documents and Settings\test\test2\*.txt This does not work... C:\Documents and Settings\testdel C:/Documents and Settings/test/test2/*.txt The system cannot find the path specified. Swap your forward slashes for back slashes... and you may even need to protect them from the windows shell too. HTH. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Fri, Aug 29, 2008 at 6:18 AM, Coleman, Gavin [EMAIL PROTECTED] wrote: ** Hi List - I wonder if anyone can help me? I have a Run Process action running in a Filter that is trying to delete some files on the Windows 2003 server. My syntax for this is: Del $RP API Folder$logs/$z1D_RP_Delete_Logs_Day$/*.log Values for these variables are $RP API Folder$ = C:/remedy/install/itspdev/api/bin/ $z1D_RP_Delete_Logs_Day$ = Saturday Looking in the log files I can see the following happening: 0: Process FLTR TID: 002828 RPC ID: 002145 Queue: Fast Client-RPC: 390620USER: GCOLEMAN DEL C:/remedy/install/itspdev/api/bin/logs/Saturday/*.log FLTR TID: 002828 RPC ID: 002145 Queue: Fast Client-RPC: 390620USER: GCOLEMAN Error while performing filter action I have tried the Run Process with quotes and without and nothing works. I get another error in the arerror.log which shows the following: 390620 : Failure while trying to run the filter/escalation process (ARERR 24) Fri Aug 29 10:57:42 2008 No error : DEL C:/remedy/install/itspdev/api/bin/logs/Saturday/*.log Can anybody point out where I'm going wrong? Or failing that suggest a way to delete some files on the server based on variables? Thanks for your help! Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: [EMAIL PROTECTED] W: www.computacenter.com ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Speed of Data Import
Morning List. I wonder if anyone can give me some advice. We are trying to build a data import facility into Remedy. This will enable users to import .csv files with up to 50,000 records into a staging form. We would like to give the users the ability to validate these records (based on a set of user defined criteria) and then load them into the AST:Configuration Item (CI) form. Here is our current design: Web based tool pushes data in .csv file into Oracle table. Once this is done (50,000 records takes about 8 minutes), it calls a web service which starts up a Remedy API. The API loops round the records in the Oracle table and inserts them into a Remedy form. Validation occurs on this form (E.g. Is Company field Mandatory, Unique or a Primary Key) and using a console, the user is able to insert the records into the AST:Configuration Item (CI) form. This design came about because we are unwilling to provide Administrator Access to our server to allow users to use the Remedy Import Tool. This design works. However, there is a lot of validation going on on the Remedy staging form. This means that to process 10,000 records takes about 2 hours. The validation takes 1.38 seconds per record. If we have a customer wanting to validate 50,000 records daily we are looking at about 10 hours. This is not acceptable. I have a few questions: 1. Is this design the right way to go about this? 2. Has anyone else done anything like this for the amount of records we are talking about? 3. Has anyone got any suggestions to improve the speed (aside from the usual indexes etc)? We could potentially move the validation to the Web side of things (Biz Talk server), but would utilising the API to do a Merge operation significantly help matters? ARS Version 6.3 patch 24 Oracle 9.2 Windows 2003 servers Hope you can help! Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: [EMAIL PROTECTED] W: www.computacenter.com ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Speed of Data Import
Mark - I think that would be useful! Would you mind contacting me off list to discuss this? Many thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: [EMAIL PROTECTED] W: www.computacenter.com From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mark Rushton Sent: 29 July 2008 09:27 To: arslist@ARSLIST.ORG Subject: Re: Speed of Data Import ** Gavin We have just developed an user bulk updating solution whereby the user attaches a csv file into a standard attachment field on a standard Remedy form and saves a new record. The attachment is saved to the server and the save triggers a command line (Run Process) Import using a shell script (Unix) and a previously created mapping file. The import then populates the target table in Remedy. The benefit is that the mapping file can be set to require (or otherwise) Mandatory fields, update previous records (as is required in our case) or create new entries for each record. As it is a Remedy tool, the usual rules are applied to creating the new records in the target table, i.e. field lengths, types, etc. Hopefully the original CSV file will have been thoroughly checked anyway I have run a couple of thousand records through it, taking a few minutes but I haven't gone to tens of thousands, yet... We are ARS 6.3 patch 23, Oracle 9.2, AIX 5.2 but I am sure there will be a Windows alternative for our shell script... I can give you some details if it would help. Mark Rushton IBM Global Services Remedy Engineering Development Team Email: [EMAIL PROTECTED] Tel: 01962 822863 Mob: 07930 336843 Coleman, Gavin [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 29/07/2008 08:50 Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Speed of Data Import ** Morning List. I wonder if anyone can give me some advice. We are trying to build a data import facility into Remedy. This will enable users to import .csv files with up to 50,000 records into a staging form. We would like to give the users the ability to validate these records (based on a set of user defined criteria) and then load them into the AST:Configuration Item (CI) form. Here is our current design: Web based tool pushes data in .csv file into Oracle table. Once this is done (50,000 records takes about 8 minutes), it calls a web service which starts up a Remedy API. The API loops round the records in the Oracle table and inserts them into a Remedy form. Validation occurs on this form (E.g. Is Company field Mandatory, Unique or a Primary Key) and using a console, the user is able to insert the records into the AST:Configuration Item (CI) form. This design came about because we are unwilling to provide Administrator Access to our server to allow users to use the Remedy Import Tool. This design works. However, there is a lot of validation going on on the Remedy staging form. This means that to process 10,000 records takes about 2 hours. The validation takes 1.38 seconds per record. If we have a customer wanting to validate 50,000 records daily we are looking at about 10 hours. This is not acceptable. I have a few questions: 1. Is this design the right way to go about this? 2. Has anyone else done anything like this for the amount of records we are talking about? 3. Has anyone got any suggestions to improve the speed (aside from the usual indexes etc)? We could potentially move the validation to the Web side of things (Biz Talk server), but would utilising the API to do a Merge operation significantly help matters? ARS Version 6.3 patch 24 Oracle 9.2 Windows 2003 servers Hope you can help! Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: [EMAIL PROTECTED] W: www.computacenter.com ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http
Re: Export Automation -- Possible ??
I've written a Project Tracking / Workflow export utility. This runs from the Remedy User tool. Users create Projects and then add lists of workflow to these projects. A custom built API then exports all the workflow from the Project. Unfortunately I can't share it with the list as it was written for a company and their rules prevent me from disclosing this. The main bulk of the work involves View forms looking at the back end Data Dictionary tables (I.e Actlink, arschema etc). With a bit of work, you could easily recreate this. Thanks Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: [EMAIL PROTECTED] W: www.computacenter.com From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Roger Medsker Sent: 23 July 2008 17:33 To: arslist@ARSLIST.ORG Subject: Re: Export Automation -- Possible ?? ** You could probably automate the process using the Remedy Administrator CLI (see the Integrating manual). But you would need a list of the objects to export (perhaps a packing list?) in order to do it. I've never taken the time to investigate this since it takes me only minutes to use the method I described below. Roger From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ganga Prasad Sent: Wednesday, July 23, 2008 9:56 AM To: arslist@ARSLIST.ORG Subject: Re: Export Automation -- Possible ?? ** Here again I need to manually do a selection to export. Is it possible to automate it ?? Thanks and Regards, Ganga Prasad Pattnaik, ( Remedy Skilled Professional ) - On Wed, Jul 23, 2008 at 6:20 PM, Roger Medsker [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: ** Ganga, The easiest way I have figured out to migrate server objects from one server to another is to sort the objects by date modified, highlight the recently modified object(s) you need to migrate and then right click on one of them and export to a def file. I start with Forms then go on to the remaining objects. You can specify the same file to export to and click on the append button to add the new object type to the existing file. If you know all of the objects you need to migrate are related to specific forms, you can view by those forms and then the refresh of the object lists will take less time. Roger Medsker Remedy Consultant Bluestem Consulting Group, LLC [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Ganga Prasad Sent: Wednesday, July 23, 2008 12:29 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Export Automation -- Possible ?? ** Hi List As part of my job role I need to go for frequent Import and Export using my Administrator tool. Every time I need to export from source server and put it into Destination Server. The object list always varies. For that I need to carefully search the object and add it for exporting. This is very tedious as we have a large number of workflows ... Any one have tried to make it automated ?? I am not finding any startup point to go with.. Any help would be really greatful.. ARS 7.0 Oracle 10G NO ITSM Thanks and Regards, Ganga Prasad Pattnaik, ( Remedy Skilled Professional ) - __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** ___ UNSUBSCRIBE or access ARSlist Archives at
